Complaints

This profile includes complaints for Buffy Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Buffy Inc.

  120 Walker St Unit 3 New York, NY 10013-4117

• 

  Buffy Inc.

  265 Canal St Ste 302 New York, NY 10013-6010

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:09/13/2023

  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.

  I ordered a king ********* on 9/1. A package was delivered from Buffy on 9/8. When I opened the box, it contained only one queen ******* I emailed customer service on 9/8 to report this and still have not received a reply. There is no phone number or other method to receive information.

  Business Response

  Date: 09/28/2023

  Hi there,

  I see that we did respond and have been corresponding with you about this fulfillment error. We have also sent you a replacement on 09/14/2023. Please let us know if you need further assistance. 

• Initial Complaint

  Date:07/28/2023

  Type:Sales and Advertising 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.

  At the time I purchased my Comfy bundle mid-May 2023, I thought I was getting the bundle on sale. However, I saw later that Buffys retail prices were different on the the site, and what I received was not a sale price at all. Unless all of Buffys products lowered in price within the last few weeks, it seemed like a deceptive sales tactic on Buffys part.For example, my Breeze Duvet Cover was on sale for $131.12 with a retail price of $149, but now the retail price is advertised as $125, which is even cheaper than the sale price I paid. This applies for all the items I purchased in the bundle.This led me to believe that I was overcharged for the products I purchased (I paid $536.27 total). I wrote asking for a price adjustment to receive the current offered bundle price, but was told that I was outside the normal return window and that Buffy was unable to offer an adjustment or return. It has been about 2.5 months since my purchase, and up until recently the return window was longer than 50 days (it looks like it was 100 days based on prior messages on the BBB website). I am upset about the deceptive pricing, which Buffy failed to address in their response back to me. They also did not have any flexibility in price adjusting or offer anything to help remedy the situation.

  Business Response

  Date: 08/07/2023

  Hi *********,
  
  We're a young company and do everything that we can to facilitate returns and price adjustments, even for orders that *** be a bit outside of our return window. We've looked into this and see that your order was placed on 5/11/2023. Unfortunately, due to the amount of time that has passed beyond the normal return window, we're unable to offer a return or price adjustment. We apologize for the inconvenience and thank you for your understanding.
  

  Customer Answer

  Date: 08/16/2023

  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:

  Buffy did nothing to attempt to rectify the situation.

   

   

   

   

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

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

• Initial Complaint

  Date:07/26/2023

  Type:Order 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.

  It has been about 2 weeks since my Buffy package said it was "delivered" and never actually was. I completely understand that things happen and packages get lost in the mail sometimes. My issue here is the way Buffy has gone about things after I politely asked for a refund because I never received anything. They asked me to file a claim with *** (which I did immediately) and then said I had to wait an unexpected amount of time before I could MAYBE get approved for them to send me a new order. I had someone from *** come to my house to confirm that I never received the package over a week ago and Buffy has still done nothing. They promote all over their website that they will not charge your card until 7 days after the delivery date so that you can try out the product and send it back for free if not. I asked if they could please hold out on charging me the $500+ dollars until I received my package and they refused... I am now out $500 and my package clearly isn't coming. This is a large thriving business and I don't understand why they can't just give me my money back for something I never received after I've already given proof to ***.

  Business Response

  Date: 08/07/2023

  Hi *****,

   

  We made an exception to refund your order and did so on August 3, 2023.

   

  Please let us know if you have any questions. 

• Initial Complaint

  Date:07/24/2023

  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.

  After ordering a sustainably made light-weight comforter from ********* on 7/16/2023 based on their 7-day free trial advertisement, it was delivered on 7/19/2023. When I opened the box, there was no invoice, just the product in a sealed envelope of cellophane. Later that evening, I opened the envelope and saw the tag and noticed it was made of polyester fabric, which I am allergic to. First thing the next morning, 7/20/23., I sent ********* an email requesting a return. Their reply was automated saying I would hear back from them in two business days. Today, 7/24/2023 my credit card was charged and I have not heard from them. I tried their phone number ************ several times today and last Friday. I have disputed the charge with **** of America. I sent a message to their ******** account. I don't know what else to do to get a return initiated and return the product and get them to refund my account. The amount at issue is $148.07 (I might be off on the amount of the change.). Please advise. Thank you. Sincerely, ***************************

  Business Response

  Date: 08/07/2023

  Hi *****, 

   

  As of July 25, 2023, we have sent you a return label. And on August 2, 2023 we refunded your order after your return was delivered. 

   

  Please let us know if you have any questions. 

• Initial Complaint

  Date:01/17/2023

  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 emailed Buffy ********************************* on December 29 requesting to exchange a duvet cover for a different color (the duvet arrived and the color was different than what was described on the website). Per their website, in order to request a return or exchange, you must email them - there is no phone number or other way to do it online. I immediately got an email response back stating their response time was 5-7 business days. It is now January 16, and I have followed up with them 5 times via email, still with no response. I need a refund for this product immediately.

  Business Response

  Date: 01/24/2023

  Hi there,

  Our order volume has been higher than expected this passed holiday season, and our four-person customer experience team is working as quickly as possible to adapt and respond. Our current response time is 5-7 business days, which we know is far from ideal, especially with time-sensitive holiday order inquiries. We are doing our absolute best to respond to everyone as quickly as possible and sincerely apologize for the delay.

  Like most customer support teams, we answer emails based on the date received. ***For the quickest possible response, please refrain from emailing multiple times, as each message will bump the inquiry to the back of the queue in our customer support platform.***

   

  I looked up your email and see that our associate has already responded to you and your return has been completed. If you have any other questions, please feel free to reply to that email thread. Again, please keep in mind that we answer emails based on the date received. Emailing multiple times will cause further delay as each new message (from the same sender) bumps the inquiry to the back of the queue. 

   

  Customer Answer

  Date: 01/25/2023

  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:01/12/2023

  Type:Sales and Advertising 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 9/1/22 I purchased a Buffy Duvet Cover for a total of $127.31. Within weeks of receiving my order, the comforter received a snag in the washing machine that tore the comforter cover. I requested a replacement because I really loved the material.A replacement was shipped out and I received it in the beginning of October. Within 3 months, the comforter cover color had faded almost completely. The color was originally a light silver/gray and it had turned to a dirty white looking color. I went to check if I was washing it incorrectly or if there was some special protocol I hadn't noticed. I emailed Buffy 3 times, on 1/2/23, 1/4/23 and 1/9/23 and shared photos as well as requesting a refund since they do state they have a 100 night guarantee. All emails have gone unresponded to.

  Business Response

  Date: 01/12/2023

  Hi *********,
  
  
  Our order volume has been higher than expected this holiday season, and our four-person customer experience team is working as quickly as possible to adapt and respond. Our current response time is 5-7 business days, which we know is far from ideal, especially with time-sensitive holiday order inquiries. We are doing our absolute best to respond to everyone as quickly as possible and sincerely apologize for the delay.
  
  
  Like most customer support teams, we answer emails based on the date received. For the quickest possible response, please refrain from emailing multiple times, as each message will bump the inquiry to the back of the queue in our customer support platform.
  
  
  After reviewing your correspondence with our customer experience associate, it appears that he answered your email yesterday and offered you a store credit refund for your order. Because your original order is outside the return window (100 days), our policy is to offer store credit - regardless of when the free replacement was sent. Having said that, we're happy to make a one-time exception and refund you for your return.
  
  
  Please look out for a follow-up email in the same thread you've been corresponding with us in.

  Customer Answer

  Date: 01/17/2023

  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:12/13/2022

  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 returned a duvet cover and a set of pillow cases, but was only refunded for the duvet. I have sent 3 emails to try to resolve and have only gotten an automated response. I would like the rest of my refund please.

  Customer Answer

  Date: 12/13/2022

  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:11/14/2022

  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 ordered a cloud pillow approximately one month ago. In short, the pillow is not supportive in the slightest bit although I selected medium thickness. There are two reasons Im filing this complaint: One, that they wouldnt refund me without proving I donated the pillow to charity which is seemingly a grand gesture on there end, but in reality its perfect because this company knows the likelihood of someone driving to a donation location and taking a picture of their donation is slim to none which is disingenuous. Second, and the most dishonest of all is the reviews are complete bs. The cycle the same 4-5 reviews and just change the dates. Absolutely astonishing. This is a bogus company and I want people to know.

  Business Response

  Date: 11/15/2022

  Hi there,

   

  I just wanted to clarify that while we do offer donating your return as an option, we also offered to send you a pre-paid return shipping label if you are unable or prefer not to donate your return to a local charity. I see in your correspondence with our customer support team that you've chosen to donate your return. As we mentioned in our email to you, be sure to get a donation receipt or a picture of you actively donating it so you can send a photo to us. To ensure your refund can be processed, please send us proof of donation within the next 14 days. If you think you need more time, please let us know ASAP (at ********************************* and we're happy to work with you.