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:05/23/2025

  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 have been working with this company since November to get a cuddle clone of my dog. Their site shows pictures of plushes that look exactly like the actual dog. Their website at the time of purchase stated if you were not happy they would try to make changes to make it right. If you still weren’t happy you would a full refund. Now they say if we try to fix it you can not get a refund if you are still unhappy. Their website says 100% Money Back Guarantee. I have silent plenty of pictures, multiple times showing where the clones was not correct. I was told that it is stuffed animal so it won’t look just like my dog! WHAT!! The name of your company is Cuddle CLONES! This was supposed to be something to help me get over the loss of my dog. It has only caused more heartache and disappointment. I just want my money back. This plush does not look like my dog so I have no need for it!

  Business Response

  Date: 05/27/2025

  Thank you for bringing this matter to our attention. We truly understand how emotional and meaningful a Cuddle Clone can be, especially when created to honor the memory of a beloved pet. Please know that we are genuinely sorry to hear that your experience has caused additional heartache, and it is never our intention to cause distress during such a sensitive time.

  We appreciate your continued communication with our team since your original order in November, and we recognize the effort you’ve made in providing feedback through each round of revisions. Our mission is to create a comforting, highly personalized keepsake that celebrates the unique appearance of every pet, and we strive to honor that through our artistic process.
  Regarding our 100% Money Back Guarantee, we’d like to clarify our policy to avoid any confusion:

  Our guarantee is in place for customers who are not satisfied with their original Cuddle Clone and choose not to proceed with any alterations. However, as clearly stated in our policy at the time of your purchase, accepting an alteration voids the full refund eligibility. This is because once alterations begin, our artists invest additional time and resources to make custom changes based on customer feedback.

  In your case, we completed three rounds of revisions, each based on your requests and feedback. At every step, our team worked hard to incorporate your notes in good faith, as part of our commitment to satisfaction. While we regret that the final result did not meet your expectations, we have acted in accordance with our policy throughout this process.

  That said, we still want to make things right as best we can within the scope of our policies. We’ve already extended a partial refund offer as a goodwill gesture, recognizing your dissatisfaction and the emotional significance of this order. That offer remains open should you choose to accept it.

  
  We remain committed to ensuring our customers feel heard, respected, and valued—even in difficult situations. If you have further questions or would like to revisit the partial refund option, we’re happy to discuss it with you.

  
  

  Customer Answer

  Date: 05/27/2025

   I am rejecting this response because:
  
  
  The changes requested were never made.  I continually said the face was nit correct and though I sent more pictures, the changes were never made. I specifically mentioned his eyes and sent close up pictures and yet they were never fixed. You offered a $20 refund for something I spent hundreds on. You say in your on website. “100% money back guarantee” and that is what I want. 
  
  

  Business Response

  Date: 05/30/2025

  Hi, To whom it may concern, thank you for taking the time to review this case. We regret to receive a notification about this complaint case filed by the customer against us. Upon careful review of Order *********. The customer ordered the Original Plush Cuddle Clone on the 29th of November. We received the inquiry from the customer about her disappointment with the product she received. We gave her 2 options an alteration or a refund. With alteration we do not ask any additional cost and however our policy is that if the alteration was selected we are unable to issue a refund.
  
  The product is customized and we cannot guarantee 100% replica of their pets and we do option money back guarantee if the refund was chosen instead of alteration. 

  We would like to work  how we can improve the altered clone and waiting for your response regarding this matter. 

  We hope that weare able to explain and addressed the concern of the customer and we strive for the best and we are always open to any feedback, suggestions to improve our service and to deliver and meet expectations of our customers.   
  
  Warm regards,
  Cuddle Clones

  Customer Answer

  Date: 06/02/2025

   I am rejecting this response because:
  The alterations made did fix the mistakes. Even after numerous pictures sent you still did not make the changes requested. You did alter the tail which did not need to be changed and now it doesn’t even look like his tail now.  I have no use for this plush and am tired of going back and forth.  The only resolution I am open to is a full refund.  
  

  ****** ******

  
  

• Initial Complaint

  Date:04/24/2025

  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 am submitting a formal complaint against Cuddle Clones for failing to deliver a product that meets their advertised standards and for inadequate customer service during the resolution process.
  
  In January, I ordered a custom plush replica of my cat, submitting over 30 clear photos from multiple angles. I followed up with more images and detailed notes highlighting unique markings. Despite this, the product I received looked nothing like my pet. It had exaggerated, incorrect features and lacked the accuracy promised in their advertising.
  
  Cuddle Clones markets its plushes as “handmade to look just like your pet” with “unmatched accuracy.” The item I received did not reflect these claims.
  
  Following their return policy, I sent the plush back for revisions and provided specific instructions with side-by-side photo comparisons to highlight key corrections—such as face shape, eye color and size, nose placement, ear position, fur pattern, and overall expression.
  
  Months later, I was sent images of the remake, but it still failed to reflect the requested changes. It looked nearly identical to the original.
  
  I communicated with a customer service agent who acknowledged my concerns but repeatedly stated that handmade products will naturally vary and that the artists "do their best." A preview was provided (not standard policy), and I was invited to submit feedback again—but despite my detailed guidance, no meaningful changes were made.
  
  I’ve given Cuddle Clones multiple opportunities to resolve this. The plush remains inaccurate and not representative of my cat. This process has been frustrating and disappointing, especially for a product tied to the memory of a lost pet.
  
  I am requesting a full refund and hope this complaint prompts the company to better align their marketing with their actual product quality and service.

  Business Response

  Date: 04/25/2025

  Hi, To whom it may concern, thank you for taking the time to review this case. We regret to receive a notification about this complaint case filed by the customer against us. Upon careful review of Order *********. The customer ordered the Original Plush Cuddle Clone on the 17th of January. We received the inquiry from the customer about her disappointment with the product she received. We gave her 2 options an alteration or a refund. With alteration we do not ask any additional cost however with full refund we require the customer to return the clone back to us with their preferred courier. 
  
  Regarding the alteration, we have stated our policy if the customer opted to get an alteration we will not issue a refund. Please see the link here: ***************************************
  
  The product is customized and we cannot guarantee 100% replica of their pets and we do option money back guarantee with the exemption of the return shipping fee for the return for a refund and 100% free under alteration option.
  
  About the preview of the remade clone, we did not receive additional feedback until we received this complaint. We can still make some adjustments if in case the customer is still unhappy with the alteration however we did not receive anything from the last email we sent to the customer. Feel free to reach out to us and for us to further assist you. 
  
  Warm regards,
  Cuddle Clones

• Initial Complaint

  Date:03/27/2025

  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.

  In November, my husband placed an order for a cuddle clone to made of our pup, who was terminally ill. He paid for rush shipping so we could have it before she left us. However, when we received it, it looked NOTHING like her. Despite MANY photos & extremely detailed specifications. Per their policy, we returned it to be modified. I emailed w. a person named *****. We discussed in detail what needed to be changed & what should remain the same. I provided more photos detailing these changes. I provided side by side photos of the ********** girl, showing precisely what needed to be altered. I was very thorough & specific. Months later, we received updated photos of the new *********** contact switched to a person names Arah. The updated clone was no better. Some of the changes that we asked for were done, but, specific details that were perfect and we asked not to change.. were removed from the clone. I voiced my concerns to Arah and was told that only the approved changes were made. That was a lie. Arah later stated that they take artistic liberties with the clones and make whatever changes they want. I dont understand. Why would random changes be made?! Why would it be made to be inaccurate? I again, voiced my concern, sent MORE photos & MORE specifics. The next pics came back with minimal changes. 10 out of the 11 concerns I had, were not even addressed! I requested to speak to someone different and Arah ignored me. My husband requested a phone number and was told they dont do phone calls. Per their site, the clones are Handmade Replicas that have Unmatched accuracy and attention to detail and are Completely custom to your specifications. So I dont understand why Arah is doing the exact opposite. ***** advised that we get 3 fixes. Weve only had 2 and Arah didnt even give us the chance for a 3rd. They gave the clone of my pup HUMAN EYEBROWS for goodness sake! And then they refused to remove them! Its been an awful process with Arah

  Business Response

  Date: 03/28/2025

  To whom it may concern,

  Thank you for reaching out and for your patience throughout this process. We sincerely apologize for the frustration and disappointment you have experienced. We completely understand how important this Cuddle Clone is to you, especially given the circumstances, and we regret that we have not yet met your expectations.

  Our goal is to provide highly accurate, meaningful replicas that honor beloved pets, and it is clear that we have fallen short in your case. We truly appreciate the detailed feedback and photos you have provided, and we regret any miscommunications or unexpected modifications that have caused further distress.

  We have provided and laid all the options we can provide to you for your order. I believe Arah already provided the refund as an option if we are still unable to meet your expectations with your alteration. Hope to hear from you soon. 

  
  Warm regards, 

  Cuddle Clone Team

   

  Customer Answer

  Date: 03/28/2025

   I am rejecting this response because:
  
  We did not ask Arah for a refund. Additionally, Arah did not ask us if we wanted a refund. **** has continued to make decision after decision without consulting us.
  

  I just dont understand how you claim to strive for customer satisfaction while your actions prove otherwise. ***** and I discussed what changes needed to be made. He and I discussed what not to change. I was assured that only the changes I approved would be made. But that was not the case. Details that I specifically asked not be changed were taken out. And instead even rectifying it, Arah lied to me about it. Instead of rectifying it, I am told that I want too much. Thats pretty much the exact definition of poor communication and customer service.

  Then, Arah and I discussed what changes needed to be made, again. I was assured that those changes would be made, but again, that proved to be untrue. Only 1 of those changes was actually made! (They couldnt even be bothered to take the HUMAN EYEBROWS off of it! Thats just hurtful and disrespectful at this point). Then they added random white dots. So please explain to me how I am demanding too much when all Im asking for is what your website, ***** & Arah promised to do? Your site states: Completely custom to your specifications. Handmade from start to finish. Unmatched accuracy and attention to detail. But that has not been my experience. My specifications werent completed and have actually been ignored. The accuracy was atrocious. My girl was a tan pitbull. The clone I got was swirly, spotted and yellow. The few details that were amazing and perfect, were removed! Even though I specifically praised how perfect they were and asked that they not be changed. Asking you meet the standards that you set for yourself, is not my fault. All I want is care and consideration to be given to my requests and my clone. If my request to not change the few specific details that were perfect during the first round of alterations was honored, none of this would be taking place right now. If my requests were given the least bit of care during the second round of alterations, we wouldnt be here. If Arah is the middle-man between the artists and myself isnt it their job to ensure that the changes we discussed actually happened? 

  Business Response

  Date: 04/03/2025

  First and foremost, I want to sincerely apologize for the frustration and disappointment you have experienced throughout this process. We understand how much this Cuddle Clone means to you, and it is never our intention to cause distressespecially when creating something so deeply personal and sentimental.
  We appreciate the time and effort you have taken to provide detailed feedback, and we acknowledge that the modifications made did not fully align with your expectations. Additionally, I am truly sorry if there was any miscommunication regarding the approved changes and if any alterations were made that you explicitly requested not to be changed. That should not have happened, and I regret that we did not meet the level of accuracy and attention to detail that we promise our customers.

  Our customer service team is currently looking at your case. You will be assisted accordingly. 

• Initial Complaint

  Date:02/25/2025

  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.

  Ordered a cuddle clone on December 18th for my wife. As of today we have still not received our purchase. The business keeps giving us different answers, once I was told it was shipped, then received an email that it was still being built. It's always a run around. The business is not answering and forms of communication back.

  Business Response

  Date: 03/03/2025

  Hi, To whom it may concern, thank you for taking the time to review this case. We regret to receive a notification about this complaint case filed by the customer against us. Upon careful review of Order *********. The customer ordered the Original Plush Cuddle Clone on the 18th of December. It was then tagged as delivered last March 1st. We received the inquiry from the customer about the status of the delivery of the package. We informed the customer about the status last February that is it on its way to its destination. 
  
  Our regular process of this product is 8 weeks from the date the order is received however we do not have control to the shipment as soon as it has been forwarded to our courier. Please also note that this product is being manufactured overseas that is ti take some time for the package to be "delivered" once it has been shipped from our workshop located in *****. 
  
  We hope that weare able to explain and addressed the concern of the customer and we strive for the best and we are always open to any feedback, suggestions to improve our service and to deliver and meet expectations of our customers.   
  
  Warm regards,
  
  Cuddle Clones

  Customer Answer

  Date: 03/03/2025

   I am rejecting this response because:
  The communication from this business is absolutely horrible! Not once did I receive a tracking number, and anytime I asked about my order I was given the run around. Just yesterday I received an email stating my package was ready to ship. We did receive an order which was not what we ordered at all on Saturday night. We paid extra for a personalized bandana and this is just a regular red one. And the animal is nothing even close to the picture. 
  
  

  Business Response

  Date: 03/10/2025

  Hi *******, 

  We value and appreciate your feedback. We're sorry if we failed to meet your expectations.  Here at Cuddle Clones we do offer a return for a refund or an alteration. We are more than happy to assist you further with your package. Upon checking your order, it was tagged as delivered last March 1st. 

  Kindly send us an email to our customer service ********************* and we will assist you with your order. 

  Feel free to let us know should you need help with anything else! Stay safe and have a great day!
  
  Here to help, 
  Cuddle Clones Team

  Customer Answer

  Date: 03/11/2025

   I am rejecting this response because:
  
  
  As stated in my last several emails, any email that I have sent to cuddle clones is always met with either no reply, or the same thing, your shipment is in production. I attached the emails stating this to my last response

   

  Business Response

  Date: 03/14/2025

  Hi, 

  Thank you for reaching out. We have an open dispute for this order and we have already responded to the bank. We are now waiting the decision from the bank regarding this matter. 

  We will be working with the bank to resolve this matter and whatever the decision will be we will accept it on our end. 

  We hope that weare able to explain and addressed the concern of the customer and we strive for the best and we are always open to any feedback, suggestions to improve our service and to deliver and meet expectations of our customers. 

  
  Warm regards,  

  Cuddle Clones Team

  Customer Answer

  Date: 03/14/2025

   I am rejecting this response because:
  My credit card already recharged me for this order. This order is not what we ordered, the customer service was extremely awful, the whole experience is awful
  
  

• Initial Complaint

  Date:02/16/2025

  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.

  MY SEVERLY DISABLED MILITARY DAUGHTER'S DOG PASSED AWAY ON 12/30/2025. I DECIDED TO PURCHASE AN EXACT REPLICA TO HELP EASE HER HEARTACHE. WHAT I GOT LOOKS NOTHING LIKE THE PICTURES I SENT THIS COMPANY EXCEPT THE DOG IS NEARLY BLACK. THIS IS A LOT OF MONEY FOR A CHEAP STUFFED DOG!

  Business Response

  Date: 02/24/2025

  Hi, To whom it may concern, thank you for taking the time to review this case. We regret to receive a notification about this complaint case filed by the customer against us. Upon careful review of Order *********. The customer ordered the Original Plush Cuddle Clone on the 26th of December. It was then tagged as delivered last February 7th. We received the inquiry from the customer about her disappointment with the product she received. We gave her 2 options an alteration or a refund. With alteration we do not ask any additional cost however with full refund we require the customer to return the clone back to us with their preferred courier. 
  
  Regarding the full refund, we can only issue a refund for the initial shipping fee paid for the product. As per our policy, the return shipping fee will be shouldered by the customer. We do have an option for alteration with no cost at all. We do only send them return label for alteration requests as stated on our policy available on the website. 
  
  The product is customized and we cannot guarantee 100% replica of their pets and we do option money back guarantee with the exemption of the return shipping fee for the return for a refund and 100% free under alteration option.
  
  We hope that weare able to explain and addressed the concern of the customer and we strive for the best and we are always open to any feedback, suggestions to improve our service and to deliver and meet expectations of our customers.   

  Warm regards,

  Cuddle Clones

• Initial Complaint

  Date:02/03/2025

  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.

  The cuddle clone we ordered looks nothing like our pictures we sent it took way longer than was told it would take. Also to be able to return it they won't send you a label to return you need to spend more money to be able to return something they messed up on.

  Business Response

  Date: 02/16/2025

  Hi, 

  Thank you for reaching out. We're sorry if we failed to meet your expectations. Here at Cuddle Clones we value our customers and we do give them an option to have the clone to be returned for a full refund or an alteration with no additional cost. However, as stated on our website for returns for a full refund the return shipping fee will not be refunded only the initial shipping fee will be included. This was written and posted on our website for our customers reference. 

  We are hoping to resolve this matter with the customer and we can provide a resolution regarding their purchase. 

  Warm regards, 

  Cuddle Clone Team

• Initial Complaint

  Date:01/30/2025

  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 purchased a Cuddle Clone on November 10th, 2024. They promised the following:
  
  1. 100% satisfaction guaranteed or your money back
  
  2. That they would work directly with me and send me a proof before sending me the item since it is customized.
  
  3. That I would receive before Christmas.
  
  4. That the Cuddle Clones would look like my dog. I sent many many photos to them of my dog.
  
  I contacted them many times and have had no resolution.
  
  I finally received the item on January 11th, 2025 after Christmas. What is funny about this is that they kept sending advertisements after my order date (which I have uploaded to this complaint) saying order now and have by Christmas! They never sent me a proof and the clone looks NOTHING like my dog!!!
  
  I have requested my money back and for them to send a pre-paid label to me and I would send it back. This is per their guarantee.
  
  They then proceeded to say I had to pay for shipping to return the item.
  
  I have returned the item now. I am now out $31.71 for returning the item and also $229.19 for an item that looks nothing like my dog and I have returned it.
  
  They have lied. They have not followed through on their guarantee. And they have used a time in my life that was very hard to take advantage of me. I just want all my money back please which would be now $260.90.
  
  They also need to modify their advertisements and quit offering services they cannot do.

  Business Response

  Date: 02/09/2025

  Hi, To whom it may concern, thank you for taking the time to review this case. We regret to receive a notification about this complaint case filed by the customer against us. Upon careful review of Order *********. The customer ordered the Original Plush Cuddle Clone on the 4November 10. It was then tagged as delivered last January 11. We have successfully issued a full refund for this order.

  Regarding the full refund, we can only issue a refund for the initial shipping fee paid for the product. As per our policy, the return shipping fee will be shouldered by the customer. We do have an option for alteration with no cost at all. We do only send them return label for alteration requests as stated on our policy available on the website. 

  The product is customized and we cannot guarantee 100% replica of their pets and we do option money back guarantee with the exemption of the return shipping fee for the return for a refund and 100% free under alteration option.
  
  We hope that weare able to explain and addressed the concern of the customer and we strive for the best and we are always open to any feedback, suggestions to improve our service and to deliver and meet expectations of our customers. 

• Initial Complaint

  Date:01/29/2025

  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.

  Çuddle Clones LLC offered guaranteed shipping by or before XMAS at additional charge. My order ********* split in to 2 shipments and only 1 of 2 items received on time.
  The late item supposedly actually shipped 1st. The company was deceptive as they emailed a tracking number on 1st item indicating item shipped with picture of item that came late. The 2nd item confirmation email came day later indicated item shipped yet had same tracking number this item was on time. Then after Christmas I received the 1st item and upon checking date shipped on label it was sent 12/23/24 USPS priority thus not enough time for the guarantee shipment too arrive.
  
  I emailed the company requesting a credit for only the additional charge for guaranteed shipping to be refunded.
  I was refused in which company rep indicated it was shipped so no refund could be issued

  Business Response

  Date: 02/06/2025

  I completely understand your frustration regarding the shipping refund. I have now processed a refund for the shipping cost, as the order was not delivered on time. For your reference, I have attached the order page reflecting the refund.
  Please know that the refund should have been offered initially, and we sincerely apologize for the oversight. This was an error on the representative's part, and we have provided the necessary feedback to ensure this does not happen again.
  
  
  

  Customer Answer

  Date: 02/06/2025

  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.

  I was refunded the expedited shipping charges as requested.

  Thank you for the assistance 

   

• Initial Complaint

  Date:01/28/2025

  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 am beyond disappointed with Cuddle Clones and their lack of compassion or flexibility when it comes to resolving issues. I ordered a custom mug as a special gift, which unfortunately arrived damaged during shipment. Due to the busy holiday season, the gift remained unopened until right after the holidays, due to our personal family holiday schedule, when we finally discovered the issue. Despite reaching out to the company immediately after finding the damage, I was informed that because I missed their predetermined policy window by a week, they would not assist in any way.
  
  I explained the circumstances—the timing of the holidays, the gift being unopened—but they refused to offer any grace or solutions. Their stance felt rigid, dismissive, and completely out of touch with the reality of gift-giving during the holiday season. For a company that markets itself as being about love, care, and sentimentality, this experience has been incredibly disheartening.
  
  It’s not just about the policy—it’s about doing the right thing for your customers. Instead, they’ve chosen to hide behind arbitrary rules, leaving me with a damaged product and a bitter experience. I cannot in good conscience recommend Cuddle Clones to anyone who values quality customer service. A little flexibility and empathy would have gone a long way, but sadly, this company seems to lack both.

  Business Response

  Date: 02/06/2025

  I sincerely understand your frustration, and you are absolutely right—a replacement should have been offered at the time of the issue. I deeply apologize that this was not handled correctly, but please know that the appropriate representative has now been provided with the correct information.
  I would be happy to arrange a replacement for you, or if you prefer, you may reach out to our support team directly for a more expedient replacement. We truly regret any confusion or distress this situation has caused, and while there is no excuse, we genuinely appreciate your understanding as we work to make this right.
  Please let me know how you’d like to proceed or reach our to our support team, and we will ensure this is resolved as quickly as possible.
  
  Best regards,
  ***

  Customer Answer

  Date: 02/13/2025

  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. I’m very grateful that Cuddle Clones is making this right by replacing the mug. I truly appreciate their willingness to resolve the issue!
  
  I would like Cuddle Clones to replace the mug of **** (reminder of the dog attached in this email) and ship to the gift recipient's address:
  ***** ******
  * * ***** **** ***** ***
  **** ****** **  *****
  
  Looking forward to my boss receiving the replacement mug and our whole family continuing to support their work!
  ****** 

• Initial Complaint

  Date:01/25/2025

  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.

  My first order was placed 11-2024 as a gift and delivered directly to a family member the top and bottom of her PJ's were different sizes. I reached out for assistance and received no response; they do not answer their telephone. Unfortunately, I placed a second order allowing them grace that the initial issue was due to holiday season rush. Second order invoice is attached. I received one item yesterday it was the order of long PJ shirt, a regular size PJ shirt was received, the length that PJ bottoms would go with. Additionally, all seven items show as delivered. I have a ring camera. The only item delivered was one small bag that included the short PJ top.

  Business Response

  Date: 02/03/2025

  I have reviewed our correspondence and found that ******* did offer a replacement for a portion of order ******. However, we are unable to proceed with a replacement when the item received aligns with the product description.
  Additionally, we have not denied the remake of order ******; rather, we requested photos to verify the issue. This step is essential as it allows us to provide accurate feedback to our supplier. Please let us know if you have any further concerns as our support team is ready to assist in real time.

  Customer Answer

  Date: 02/04/2025

   I am rejecting this response because: This organization has no organization or customer service. People should be warned before issuing any payment to this facility. I will reach out to Wells Fargo for additional assistance as the company refuses to provide needed support. 

  While in the process of attempting to correct my original order that I had sent directly to my family friend that received a different size for top and bottom they refused to assist. 

  When dealing with new order to remedy the issues with original order this was my result. When ordering new PJ's "I myself" choice incorrect box and picked PJ top only -I have no option other than to re-order PJ's bottoms which I am doing they offered me no assistance with this. 

  To make matters worse the PJ tops I order without bottoms in error when I ordered pants I received the attached request for a better photo.  Asking for a better photo is odd as I have attached a copy of the photo of the PJ top I received last week.  The photo I sent for PJ top which was created was declined for PJ bottoms. Exact same photo was sent with both orders, I have the photo saved in my photo favorites.

  I ordered the BAMBOO long PJ shirt their response was a long PJ top is not an option, and I again only ordered a top--they do not have an option of me ordering pants only to correct issue.  They offered no solution to this. They list a customer service phone number they have no customer service staff for telephone inquiries their number goes to voice mail and does not take incoming messages. 

  Photos of dog PJ's were sent they did agree to reorder a PJ top in XL as their size chart is inaccurate.
  

  
  

  Business Response

  Date: 02/10/2025

  Hi, 

  Thank you for the information you have provided. One of our associates is assisting to resolve this matter. She is asking additional photo for the remake of the pajamas because the total number of pets (image) presented did not match on what was originally ordered. We do only have maximum of 3 pets and based on the last photos submitted there would be total of pets. 

  We're sorry about this matter as we would like to gather more information in order for us to address the issue correctly and to avoid another error. 

  Thank you for your patience and cooperation regarding this matter.