Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a humidifier and a recurring filter and aroma kit subscription. A new filter and aroma kit order was automatically placed on 12/4/2024 and I have yet to receive the order (which was paid for) and have contacted the company ********** regarding this without resolution. I received an email stating the order was fulfilled and that Id receive shipping information shortly. When no shipping info came, I waited a couple weeks to see if it would arrive. I emailed customer service on 12/15/24 to check on the order and was told theyd follow up and keep me posted. After no response, I emailed on 12/19/24, 12/29/24, and 12/30/24. I was then told to wait ***** hrs and to let them know if still nothing arrived. I let them know on 1/2/25 it didnt arrive. No response. I followed up again on 1/6/25 and then on 1/725. I was told theyd look into it again. I would prefer to receive the filter so I can continue using the not so cheap humidifier or alternatively a refund and Ill no longer use the humidifier going forward.

  Customer Answer

  Date: 01/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** *.
  
  
  
   
  
  

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a humidifier on 12/25/2024 for $143.60 + $25 for 2-day shipping. I received notification that the package was shipped on 12/26 and then that it was received on 12/31, however the package was not delivered to my home. I tried to file a claim with the shipping carrier but they informed me that this had to be resolved directly through Canopy. I contacted Canopy on 12/29 explaining the issue and asking for another to be shipped, to which I was told to wait ***** hours because sometimes the shipping carrier mistakenly marks packages as delivered. I waited the recommended time and contacted Canopy again on 12/31 indicating I had not received the package and did not get a response. I attempted to contact them today (1/6/25) asking for a refund since I still do not have the package and have since purchased a humidifier from another company and still do not have a response.

• Initial Complaint

  Date:01/06/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a dual shower head and only was sent one shower head instead of two. The company has no phone number and all you get is an AI generated response. They will not reply if they will send me my missing item or issue me a refund. I just keep going in circles. According to other recent comments on their social media, I am not the only one who has been scammed. I want what I paid for or at least my refund. I feel like they knowingly sent me half my order because they didnt have the inventory and now they are just ghosting everyone. This is very much a scam.

• Initial Complaint

  Date:12/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchase a handheld filtered showerhead bundle with a shower head filter bundle but I was only provided the set of four showerhead filter bundle and not provided the other extra filter in the handheld filtered showerhead bundle. I only received the filter in the showerhead itself and the set of four replacements. I should have gotten 6 filters in total, but I only got 5. I reached out multiple times and get the same canned response and can't get anyone to respond to my subsequent messages to the business. At this point I just want a refund for the equivalent of the missing filter, which is $25 + the $5 shipping on their website.

  Customer Answer

  Date: 12/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** ****
  
  
  
   
  
  

• Initial Complaint

  Date:12/17/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 23rd I ordered a Nursery Humidifier Duo 2.0 from Canopy. They charged my **************** $300.71. I recieved an email saying my order was confirmed and my order number was ********** but never recieved a shipping confirmation. I have reached out numerous times and was told my order was fulfilled but they had no shipping information and they would escalate it but to date have heard nothing despite reaching out numerous times. They do not have a phone number and do not respond to emails.

  Customer Answer

  Date: 01/10/2025

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Canopy has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a humidifier from Canopy based on the deceptive premise that they use anti mold technology and that all relevant parts of the unit can be easily cleaned in the dishwasher without assembly required. I recently discovered a significant amount of mold growth in my humidifier (I am allergic to mold) - there was no way to adequately clean it without disassembling it. I contacted Canopy and the person I spoke with issued me a return label and agreed to issue a full refund upon receipt. I promptly shipped the unit back and confirmed it was received but since then, Ive been engaged in a lengthy email debate with a customer service director who now says they wont refund me and will only issue a replacement.At this point I am seeking a refund of the purchase price (as initially promised) as well as a refund of all money Ive spent on filters and a smaller unit from this company I own and will not use.

  Business Response

  Date: 06/28/2024

  Dear ******,
  
  We apologize for the inconvenience and frustration this situation has caused you. We fully understand your concerns and appreciate your feedback.
  
  Unfortunately, we are unable to issue a refund for your purchase. Your transaction falls outside of our 60-day return policy and our 1-year warranty period, which are standard procedures we must adhere to. Additionally, as your payment was processed through ******* their policies prevent us from issuing refunds more than 180 days after the transaction date. You can find more details on PayPals refund policy here: PayPal Refund Policy.
  
  We recognize and appreciate that you returned the unit in good faith. While we cannot process a refund due to these policy constraints, we are still willing to provide you with a replacement unit as a gesture of goodwill, even though this offer exceeds our usual policy guidelines.
  
  Our Large Room Humidifier (formerly the Plus) is easy to clean. The top grill, water tank, tank cap, and tray are dishwasher safe, but the unit's body, housing the fan and electrical components, is not. To clean the body, unplug the unit, remove the grill, and wipe the inside with a damp cloth or antibacterial wipe. To remove the grill, press down on the section away from the light until the other side pops up. There's no need to unscrew anything. Once reassembled, your unit should work like new!
  
  While the unit was purchased using ******* we noticed that your subscription is linked to another email address with a **** credit card. We have processed a refund of $141.71 for all your refills. Refunds typically take 1-3 business days to process, although the exact timing can vary depending on your bank.
  
  Regarding the smaller unit you mentioned, our records show only the purchase of a Large Room Humidifier and no record of a Bedside Humidifier under your account.
  
  Thank you for your understanding and patience. Please let us know if there is anything else we can assist you with.

  Customer Answer

  Date: 07/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  I am looking for Canopy to uphold what they laid out in their message - that they would issue a refund upon receipt of my unit. As noted, they received my unit so I am looking for the refund that I was told would be issued. Understand there may be limitations related to ****** so would be flexible to welcome the refund via check if  necessary. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 07/01/2024

  Hi ******,
  
  Thank you for getting back to us. We apologize for any confusion caused by the previous information. While we must adhere to our policies and cannot issue a refund, our offer for a replacement unit still stands.
  
  As a reminder, I have processed a refund of $141.71 for all your subscription refills linked to a **** credit card. Refunds typically take 1-3 business days to process, depending on your bank.
  
  Please rest assured that we will address this issue with the previous agent through coaching and training to prevent similar errors in the future.
  
  If you have any other questions or concerns, please feel free to reach out.

  Customer Answer

  Date: 07/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I am asking yet again for you to uphold your end of the attached exchange - issuing the refund as stated. I have no interest in using one of your products ever again, I simply want you to process the refund as stated in your message to me. Any issues with your team/employee are yours to remedy but in the meantime, I want you to issue the refund that was promised to me. This is the only resolution I will accept. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  Date:05/29/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out by email to show photos that this $150.00 showerhead has bacteria on it! And of course They responded with a lame excuse and couldn't reply to the issue!! I bought this last year because I was looking for a showerhead that removed iron, mercury and bacteria. Etc. Etc. But it doesn't seem that this product does that! I want my money refunded or canopy needs to send another SHOWERHEAD WITH A FILTER. this shouldn't be occurring!

  Business Response

  Date: 05/29/2024

  Hi ****,
  
  Im truly sorry for the inconvenience youve experienced with your showerhead and how your issue was handled. Im here to clarify how it functions and help you.
  
  The Canopy Filtered Showerhead is designed to reduce a wide range of chemicals and impurities commonly found in tap water. This includes the reduction of chlorine, which can be harsh on the skin, magnesium, and calcium carbonate that contribute to water hardness, chloramine, iron, chromium, and mercury which can impact skin health, hydrogen sulfide responsible for unpleasant odors, as well as various harmful microbes, bacteria, fungi, and contaminants.
  
  Our filter has undergone rigorous testing following NSF-177 standards and incorporates three distinct filtering media: granular activated carbon and KDF-55 to effectively reduce the levels of these impurities. It's important to note that while the Canopy Filtered Showerhead significantly enhances the quality of your shower water, it may not eliminate all elements. The precise content of water impurities can vary significantly between different water supplies.
  
  I understand that youre unhappy with the performance of the showerhead. One of our team members will be reaching out to you to further assist you with your refund or replacement request.
  

  Customer Answer

  Date: 05/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed my order on 2/27, knowing that the product was on backorder. I received my order on 3/19. I have only been able to get this product to function correctly one time. Everything after that, the main indicator light only flashes twice (when the button is pressed) and I can't get it to turn on. I have reached out to the customer service team multiple times, and indicated that I want to return this for a refund. They have only responded with explanations as to how the indicator lights are supposed to function. This is not helpful, and does not solve my problem. The product does not work, and I want my money back. This was $100, and it doesn't function. All I want is a return label so that I can give you this item back and receive my refund!

  Customer Answer

  Date: 04/18/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Canopy has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/15/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a shower filter with aromatherapy oils. They made it difficult to opt out of the oils subscription, and when I tried to cancel it they do not provide a way to do it through their website except via email request. *** requested this to be canceled twice and then was informed after the fact that Im required to pay for two subscription cycles before canceling, but they charged me with my initial order and then again. Ive submitted two cancellation requests and not heard back. They made it extremely difficult to cancel this subscription that I dont even want, and also made it difficult to access my account, which required activation even though Ive already ordered their product and had an account. Their business purposefully tricks people into getting these subscriptions and then makes it almost impossible to cancel. They are predatory scammers.

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've owned the bedside humidifier for about 3 years now and had minimal complaints during that time; mainly that there is no way to clean the fan area and that SOMETHING definitely still grows throughout the apparatus, whether it's mold or not I don't know but I notice it everytime I change the filter and clean it. That ASIDE, a couple weeks ago the motor started dying, it made odd noises and turned off and on. I sent an email to cusrtomer service and no response. Then last week it actually died. I sent another email and no response. I have tried to pause my filter subscription because my machine is broken but anytime I try to I am logged out. I have now sent at least 4 emails since there's no customer service number asking for assistance regarding my dead (3 years is its lifespan???) ********* AND *******/cancelling my subscription and nobody has responded to me. All I wanted was a fixed humidifier or at least a discount for a new one considering I am unable to pause the filter subscription nor am able to cancel and therefore get the discount people get when they buy a brand new one and subscribe.

  Business Response

  Date: 01/15/2024

  Hello ******,
  
  I'm truly sorry to hear about the challenges you've faced with your Bedside Humidifier and the subsequent difficulty in reaching our customer service. Our sincerest apologies for the inconvenience.
  
  We aim to deliver top-quality products and outstanding customer service, and it's evident we have fallen short. Your frustrations regarding the cleaning process, device performance, and subscription management are understandable.
  
  You first contacted us on January 6, ****, and followed up three times. Due to an unusually high volume of inquiries, there was a delay in our response, for which we apologize.
  
  Our records show that a team member responded on January 12, ****, offering troubleshooting guidance and next steps if using a different cable didn't resolve the issue.
  Your subscription was also cancelled by our team member. However, I regret the issues you've experienced with online account access. Although your account is fully activated, clearing your cache and cookies or trying an Incognito Window may help if you encounter future difficulties.
  
  Regarding the buildup in your unit, we suggest placing your humidifier on a tabletop to prevent dust accumulation. While the tank, cap, and tray are dishwasher-safe (top shelf only), the body should be cleaned with a damp cloth or antibacterial wipe. If dust is in the fan, canned air can dislodge it, followed by a wipe with a damp cloth. No disassembly is required.
  
  We deeply regret the inconvenience and appreciate your understanding as we work to rectify these issues. Thank you for your patience and for bringing this to our attention.