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: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.

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Canopy is a small online business that sells health products, chiefly, small room humidifiers.I have an issue with a unit I purchased 11 months ago which is cover under a warranty up to ********************************************************************************************************************************************************** and not replying to requests to move forward with my warranty. The unit cost $165 plus a $30 reoccurring subscription fee a few time a year for replacement filters.

  Business Response

  Date: 01/15/2024

  Hello *******,
  
  We deeply apologize for our delayed response when you initially contacted us on January 6, **** about your humidifier issue. We're currently handling a large volume of emails and are striving to respond to everyone as swiftly as possible.
  
  Our records show that a team member addressed your concerns on January 8, ****, explaining potential reasons for your tank's slow emptying time. Upon confirming that your unit was free from buildup and a new filter was in use, we processed a full unit replacement on January 11, ****, which you received on December 13, ****.
  
  We sincerely regret any inconvenience you experienced with your unit and the delay in our customer service response. We appreciate your patience and thank you for allowing us the opportunity to rectify this situation.

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 am filing a health hazard complaint because I found mold in my humidifier after following all Canopy instructions and relying on Canopy's repeated assurance that it has "unique anti mold" technology. I purchased my Canopy bedside humidifier in November of 2020. I placed it next to my HEPA air filter in my room. I have used it constantly since I purchased it. I have followed all Canopy cleaning instructions. I regularly wash the based and tank of my humidifier. I subscribe to the filter service and regularly change the paper filter. Canopy specifies you cannot wash the second half of the humidifier with the fan and motor. It says to wipe down the fan if there is dust, but there is no need to ever unscrew anything. See ****************************************************************************************************************** and ************************************************************************* I did a deep clean of my room and decided to try to see what's under the fan in the humidifier's base. This requires unscrewing five screws, tugging the fan up, and disconnecting wires. I found the mesh screen was full of mold. Picture is attached. I contacted Canopy and so far they have said they are "sorry to hear that [I'm] having a problem with dust trapped in the grill of [my] humidifier," likely because I placed it on a dusty surface. They are offering a replacement. I had it in a room I regularly clean next to a HEPA air filter. Also, that is not just dust, that is mold. I do not want a replacement, I want a full refund of all the money I have spent on Canopy products. I also want to see a notice on the Canopy website about mold in the ****/ mesh screens.

  Business Response

  Date: 09/26/2023

  Hi ********,
  
  We regret to hear about your experience with the Canopy Humidifier. This is definitely not the experience we want any Canopy customers to have. Canopy prides itself on our commitment to the health and well-being of our clientele. Our devices are designed to enhance the ambiance of your home.
  
  However, sometimes dust gets trapped in the unit if the humidifier is kept on a dusty surface it can collect a buildup of debris on the interior grate. Given the situation, weve offered an exchange for Humidifier Plus with a removable grill for easy cleaning as an exception since youre past the 1-year warranty. I understand that you prefer to get a full refund of your humidifier and all your subscription refills as well as your parent's humidifiers and refills.
  
  As of September 25th, 2023, weve issued a full refund for all the subscription refills you and your parents were charged for. Refunds generally take between 1-3 business days to fully process, it varies a bit depending on the bank.
  
  Our team has also sent a prepaid return label that you can use to return the humidifiers. As soon as we receive the returns, well be issuing a full refund for all 3 devices.

  Customer Answer

  Date: 09/29/2023

  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:

  It is not dust, it is mold. After much back and forth, and only after telling Canopy that I would take them to small claims court if they didnt issue a refund, Canopy did issue a refund, contingent on the unit being sent back.
  ?But the refund is not the only reason for my complaint. Canopy should not be allowed to market itself as having unique anti mold technology when its humidifiers, when used and cleaned properly, grow mold in an area that is impossible to clean. After digging Ive discovered that other customers have complained about mold issues. Canopy is aware of the mold issue. In an email to me, their customer service representative said they have solved this issue in their new, larger humidifier that does not have the metal grate (see attached email). But Canopy continues to market its product as an anti mold, cleanest humidifier type product, with the mold growing metal grate still there. Canopy even markets that humidifier for baby rooms. Mold can be incredibly toxic. Canopy is willfully misleading its customers and endangering their health. 
  Canopy should be forced to improve their product or remove any misleading language about the unique anti mold technology and other misleading marketing phrases. 
  I have to submit this through BBB because Canopy will not allow honest reviews on its website or social media, and in emails repeatedly tells me its dust not mold. 
  

   

   

   

   

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

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

• Initial Complaint

  Date:09/08/2023

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  Hello, I recently ordered two humidifiers and a filtered shower head and received the humidifiers but not the shower head. I cannot look up my order on the site anymore nor have I been able to contact the company. I would like to know if the shower head is coming or receive a refund and cancel the filter replacement subscription. I ordered in late August and would like someone from the company to contact me and let me know what is happening with my order consider how expensive their products are. When I try to submit anything on their website nothing actually goes through and I have tried all things on my end like clearing cache and cookies with no avail. If I am unable to hear anything from the company and never receive my product I will have to contact my credit card company. I understand the filtered shower heads are in high demand but it seems like they forgot to send it/never included it in my package

  Business Response

  Date: 09/08/2023

  Hi ****,
  
  We apologize for the inconvenience you experienced with your order. We strive to provide all Canopy customers with exceptional experiences, and we deeply apologize if we have fallen short in any way.
  
  The Canopy Filtered Showerhead was on preorder status when you purchased it on August 25th and it was scheduled to be shipped by September 1st. Unfortunately, theres been a slight delay with your Showerhead. However, please be assured that it is already in the process of being shipped and should arrive shortly!
  
  One of our team members will be reaching out to you to provide the tracking number of your Filtered Showerhead. I'm sure we'll be able to resolve this soon.
  

• Initial Complaint

  Date:04/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  1. My canopy order was confirmed 4/6, the label created, and there is no shipping information. My filter light has been on for two weeks now - it came on 4/10. Canopy policy states orders are processed within 3-5 business days and shipping takes 2-5 business days. We have passed the policy. 2. My canopy order was incorrect and the team informed me they issued a refund 4/10. I have not received a refund. Their policy states refunds generally take between 1-3 business days to fully process. We have passed the policy. 3. I have contacted them three times regarding the order and we are approaching three weeks since this order started. Their policy states a member of their team should be getting back to you within just a few hours. We have passed the policy.

  Business Response

  Date: 05/03/2023

  Hi *****,
  
  Im so sorry to hear that youre having an issue with your shipment as well as your refund. This is definitely not the experience we want any Canopy customer to have. Let me get this right!
  
  Ive checked our records and it shows that there was a mix-up with your Replacement Filter order placed in April which is why the package didnt ship out. We also recognized that there was an issue with the payment terminal used to issue your partial refund so the funds didnt get to your account in a timely manner.
  
  One of our team members will be reaching out to you to rectify the issue and provide the status of your Replacement Filter order and reissue your refund.

• Initial Complaint

  Date:03/30/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  My humidifier broke under warranty. To remedy the problem, customer service sent me not one but TWO cap sizes that were not for my humidifier. I am immunocompromised and rely heavily on this humidifier to keep my room comfortable. It takes forever for customer service to respond and I am disappointed that my problem has not been remedied.

  Business Response

  Date: 04/04/2023

  Hi ******,
  
  Im so sorry to hear that you received the wrong Cap size for your Beside Humidifier. We recognize that there was a mix-up with the replacement Caps we sent. This is definitely not the experience we want any Canopy customer to have. Ive passed this issue to our Operations Team so theyre aware of it and to avoid this from happening again in the future. Let me get this right!
  
  The purchase of every Canopy unit comes with a 1-year warranty, active the day you receive your Humidifier or Diffuser. That means, in the unlikely event that you experience any troubles with your product you'll be able to contact our Customer Experience team, available 7 days a week for assistance. If our team isn't able to offer troubleshooting advice to solve your problem then we'll be able to help with an exchange for a replacement unit.
  
  One of our team members will be reaching out to you to fix this issue and send a replacement unit ASAP so you can continue enjoying the benefits of using a Canopy Humidifier!
  
  We recently received a high volume of emails so were unable to get back to our customers in a timely manner. Rest assured that our team is doing its best to get back to everyone as soon as we can.
  
  In the meantime, please let us know if you have other questions or concerns. We're here to help!
  
  Yours in Hydration,
  Canopy Team
  

• Initial Complaint

  Date:03/02/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 intended to order a Canopy Humidifier, but ordering turned out to be tricky. It was confusing and unclear because there were all these add-ons. Just ordering the humidifier required that you had a Ph.D. from *******. I am not sure how it happened, but I did not order the humidifier. When my package came, I was surprised to see I got another one of their products. (Issue number 2) I went to their website and learned they want an email asking for a return label. I sent the email asking for a return label, and the email came back undeliverable. I sent a second email, which also came back as undeliverable. I can not find a customer service number or another email address. The product they sent was ******, and after reading other complaints, I fear I will not get my money back.

  Business Response

  Date: 03/02/2023

  Hi ********,
  
  Our apologies for the inconvenience that you experienced when placing an order on our website. For each of our products we first show customers the items with a subscription included, since these are both lower cost and we believe our subscriptions make maintenance of the Canopy Humidifiers and Diffuser as easy as possible. But when you scroll down you will see the units sold without subscription.
  
  We understand that you tried reaching out to us via email to start a return, but received a message that it was undeliverable. It seems likely that you attempted to contact us as to *********************************** instead of to **********************************. Some email providers will autofill .com, as it's the more common email suffix, unfortunately we don't have access to that account.
  
  Our record shows that you've had two orders with us. The first one was placed on February 13th for an Aroma Lover Bundle that includes the Canopy Aroma Diffuser, 3 Diffusion *****, 1 Accessory Tray, and 2 Aroma Kits for a total cost of $135. The second  was placed on February 16th for a Canopy Humidifier only without a subscription, which cost $150. We're so pleased that you were able to create these orders. If you do need assistance with returning one of them you can reach our team by filling out a form here, or emailing us as **********************************.
  
  We look forward to hearing from you.
  
  Best,
  Canopy Team

• Initial Complaint

  Date:02/10/2023

  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.

  Placed my order 1/3/23 received my item on 1/12/23. Requested return label on 1/16/23 and shipped out the item to be returned & receive my refund. I have since lost my tracking number for the return package that was sent out and has been 3 weeks since that was shipped. I contacted the company numerous times (through email only since this is their only point of contact) and have not received one response from anyone at the company to help me with my return and refund status.

  Business Response

  Date: 03/02/2023

  Hi ******,
  
  Our apologies for the inconvenience that you experienced with your refund request. We received a significantly higher volume of emails than usual in January and February which is why we're unable to get back to you in a timely fashion about your refund status.
  
  Our record shows that your return was received by our team on January 27th. Here's the tracking number for your reference: **********************************. We issued your full refund on February 9th for the cost of *********, $135.16. Refunds generally take between 1 to 3 business days to fully process and for the money to appear in your account, it varies a bit depending on the bank.
  
  Please let us know if you have other questions or concerns.
  
  Best,
  Canopy Team

  Customer Answer

  Date: 03/03/2023

  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:02/02/2023

  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 ordered 2 Canopy humidifiers. Upon trying one out, I found that it doesn't increase the humidity more than 5%, it is horribly loud, turns on when off and cannot be returned if used. Luckily, I didn't open the other humidifier so requested a return label on 1/28/23 at 1:20PM.I've received no response. I sent them a DM on Instagram with no response. I left a comment, it was deleted. Beyond the poor return policy, the lack of customer service is astounding.

  Customer Answer

  Date: 02/18/2023

  Better Business Bureau:
  

  Full refunds have been provided by Canopy after filing a dispute with my credit card company.

  
  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,
  
  ***************