Cuddledown Reviews 77

I have bought several items from Cuddledown and have been pleased with their quality. However, a recent purchase required customer service intervention and they completely dropped the ball.

On 11/17 I ordered a comforter from them. After 11 or 12 days I wondered why there was no activity on this order. I reviewed my order, saw that I had mistakenly inverted the shipping and billing address. Called customer service to explain this and get it corrected. It was a somewhat painful call, as the agent seemed not to understand what I needed. Finally, I believed we had succeeded.

However, there was no subsequent update from the company confirming this change, and again the weeks went on.

I also could not locate my order number in their system (!) and finally assumed that this was going nowhere, and I purchased a comforter from a different company.

Yesterday I received a notification from my bank that $306 and some odd cents from a Cuddledown purchase had hit my card.

Back on the phone today to customer service. Again, a long song and dance, with the customary ‘I under, Miss X that you want to …’. Finally, I said, no, I don’t think you do understand. I want these charges reversed. Your products are fine, your customer service is very lacking, no communication whatsoever and I could not even locate my order in your system.

Yes, hate to say it, but it’s clear that Cuddledown outsourced their customer service and that alone exacerbates the communication problems. I would stay away from them.

A few years ago, I purchased an "oversized king" level 4 duvet from Cuddledown for roughly $1500. The duvet arrived and we used it, but it never had the loft or warmth of the lighter-weight Cuddledown comforter we replaced with it. This year, we purchased a replacement duvet cover and realized that Cuddledown sent us the WRONG SIZE AND WRONG COMFORTER in the first place. It is substantially smaller and substantially lighter (less fill) than it was supposed to be. This is extremely frustrating since, at this point, we are out of luck and really feel taken advantage of by a clearly unscrupulous company. I would not recommend them and will not purchase anything from them in the future. Caveat emptor.

AVOID CUDDLEDOWN and their fraudulent "VIP Service." I was a customer of Cuddledown for many years, however, no longer. They used to be a privately owned company and the majority of their products were of good quality, made in the USA. In 2013, Cuddledown was bought by "The Potpourri Group" and Cuddledown has become nothing but a fraudulent company. 95%+ of their items are from China: They like to use the term "imported," which is just a guise for "Made in China." $25 FOR SHIPPING, for even the smallest order. Their Customer Service is the ABSOLUTE WORST ON THE PLANET: It is the Customer Service Dept. from hell, talk about "Kafkaesque" -- what a nightmare. They are based in Asia somewhere and are of no help whatsoever. I could go on and on about the bad experiences I have had with them of late, but suffice it to say, do yourself a favor: Save your money, time, and avoid the aggravation; you can find nicer linens elsewhere at less cost. If I could give Cuddledown a "0" rating instead of a "1" star rating I would -- I wish I could give them a "- (negative) 25" rating. It's a racket.

This company has been REPORTED through GOV and also is under INVESTIGATION with the Bank (that’s how I got my money back since I provided all the PROOF). Don’t Trust this Company! SAVE YOUR MONEY! I NEARLY LOST ALL MY MONEY! Cuddlesdown is not trustworthy at all! Before they take your money they would be so friendly and answer any question. The moment you make a purchase and you money goes through, if there is any problems they purposely not get back to you, ignore all your emails and calls. It was weeks I waited for their reply and finally someone reply back to me they were extremely rude. Even now it’s been MONTHS still no reply, no one reaching out. Absolutely UNPROFESSIONAL! They wouldn’t take any responsibility when it’s their fault and I have provided proof! There’s a reason why they have such bad reviews online!!!!

If you’re a victim too, I advise you to contact your bank ASAP.

0 Star if I could.

I ordered online. Cuddledown let me order and pay for a King quilt and 2 standard shams. The order arrived: 1 king quilt and 1 standard sham. Now what am I supposed to do with 1 sham on a King bed? So I call customer service. I was told the shams were no longer available. WHAT??!! They sent an incomplete order that cannot be completed and expect me to be happy about it!!! Cuddledown obviously has no knowledge of or control over its inventory since allowed me to order 2 shams online. What a rip off! The incomplete order they sent will be returned in less than 24 hours of receipt. So now the second rip: 4-6 weeks to receive the refund of just less than $200. Trust me, I will be watching. I WILL NEVER ORDER FROM CUDDLEDOWN AGAIN. NEVER.

Cuddledown VIPs ripoff racket totally got by me. The amount they charge EVERY month is just high enough to slip under the radar on the credit card bill but adds up quickly.
Run away and do NOT join.

This company has good products but is a nightmare.

Customer service is handled by people whose grasp of English is minimal, and I have never been able to resolve any issues with them.

The so called rebate program is a total fraud and shoul be prosecuted. To get the rebate requires proof of order date yet the confirmations are undated and CD refuses to accept the date on the confirming email.
AVOID AVOID AVOID.

My order never arrived. The customer service rep said it had been cancelled, although I had never been notified. She said it was cancelled because the billing address was wrong. Seems they didn’t realize that DC and District of Columbia are the same thing.
Once we straightened that out, I was subjected to a long, aggressive, repetitive sales pitch for some sort of loyalty or discount program supposedly involving Walmart and other stores. I firmly said “No I don’t want it.” So she started the pitch all over again. It really felt like a colossal scam. I will be checking my credit card bill carefully.

I was unable to understand customer service rep and asked for a supervisor. I was told to call back if I had a bad connection. I finally had to explain that I didn't have a bad connection and I wasn't trying to be rude but I could not understand what she was saying due to her accent. I was extremely polite and felt bad that I had to say so... but after asking her to repeat so many times I had to ask for someone else....she wouldn't let me speak to anyone else, kept telling me to hang up and call back. When I asked again for a supervisor. Crickets... nothing after that, not even music on hold. I called back got the same rep, she asked me numerous questions about the order, billing address, shipping address, zip-code, zip-code 4 digit extension etc. I asked why she was asking for all the information on the order and was told she was 'verifying'. Reading all the comments below, I suspect I will be signed up for something I don't want... or worse fraud of some kind. This experience was beyond dreadful and gives me great concern. Also...the entire time we spoke I heard roosters in the background crowing. Where overseas is this customer service group? And why can't you speak to a supervisor if you ask for one. Why wasn't my order shipped to me? Why did I have to 'verify' so many things? I will NEVER, EVER order from this company again. I spent 2 hours on the phone. It was ludicrous. Don't buy from this company. It seems very unsafe. I will wait to see if my order ever shows up. Hopefully I will receive it and lesson learned.

Ordered a comforter and pillow shams on March 19, 2023. Received both shams as promised and a $40 shipping charge...ouch! April 1, 2023 called to inquire on the status of comforter. Was told it is back ordered 3-4 weeks. Asked why there has been no communication to this new status, and I was given an apology with a $5 concession shippung discount. While inquiring as to the $40 shipping fee, I was told that I prepaid for the comforter as well. Then I asked how the $5 concession discount was truly an inconvenience discount? The customer service agent didn't reply. Instead the phone line went dead.
Beware!

I am so upset with this company's customer service. I'm trying to figure out an issue with my order and I have been told I will be emailed this afternoon, then this morning each time never getting a response. Emails ignored... Looking at taking a legal dispute resolution now please be aware when buying

WORST COMPANY AND CSRs EVER!!
I placed my order on November 17, and was given an Order conf. # by Mae (CSR). My order NEVER showed! I gave them TWO WEEKS! I called and after 6 CSRS and a supervisor...found out they took my money and cancelled my order!! Crooks!! DO NOT SHOP HERE! Justine is a horrible incompetent supervisor. I will be contacting the BBB. Stay far AWAY!!

I ordered from Cuddledown some years ago and my bedding met my expectations. I used the
VIP option to get free shipping and a small rebate.
That went smoothly and I canceled the
VIP while it was still free. Usually I don't opt in for these "got ya" promos, but that worked as promised. In 5/2022, I bought some embroidered pillow cases and opted again for VIP. After innumerable phone calls and admonitions for me to wait until they are sure that their check is lost, I finally received my VIP check on 11/14/22.

Terrible, scammy, awful. They hook you into a "rebate" program, then make it impossible to collect your rebate. Have spent well over 3 hours trying to work things out. Last call - they hung up on me. Will report to consumer agencies. STAY AWAY!

There is absolutely no way to speak to someone who speaks English. The customer service department are unable to understand me. After four different people and multiple requests to speak to someone in the United States I finally hung up. Never will do business with this joke of a company again!

I was signed up for a monthly "program" without my clicking through the signup process for that program. They did give me advance notice of being billed and did cancel when I called, prior to my being billed.

Similar for their "Savings Everyday" partner? cousin? shell company? I did sign up for this program as part of Cuddledown checkout process, they shared my payment information, but come to find out the phone number for that company doesn't even work and the incentive offer can't be activated. Looking forward to calls with my credit card company in 20 days.

This company is a scam.
They charged me 12.95 every month for a year for absolutely no reason and will not refund me.
When I call to speak to customer service the story changes every time.
Also, their duvets leak down to a degree that is intolerable. Tiny feathers fly everywhere in the room, they get into your nose and eyes. I had the first duvet exchanged, (which was a long arduous process consisting of literally over 10 painful phone calls), and the second duvet seemed better at first but after 2 months it was the same thing, feathers everywhere. It’s unhealthy.
They claim to use Responsable Down Standard down but after experience their fraudulent, scammy tactics, I would be shocked if it’s actually real RDS down. They also sell an Eiderdown duvet, (the price ranges 3 thousand to 16 thousand dollars), I think this is likely fake. So not only are they charging people for a fake subscription without clearly getting their consent, they are also likely selling down which they claim to be ethically sourced and probably is not.

Just like a post below: they didn't contact me when it turned out one part of an ensemble I ordered wasn't actually available. I saw the problem when I was checking the status - and that item was listed as "canceled." I called to inquire as to what was going on, and when I was told the item wasn't available, I tried to cancel the order and was informed that this could not be done because the order was "already in the warehouse" - although it hadn't yet shipped, which doesn't make sense to me. I spent more than an hour on the phone, transferred and transferred and transferred and then dropped. I was told it was my fault because I had placed the order online instead of by phone. I was threatened with being blacklisted by 15 catalogs if I disputed the charge (a pretty meaningless threat at that point as I never want anything to do with any catalog that uses this customer service call center - in India). The order status keeps switching between the items in question being shipped and canceled every day - and none of the amounts on the various daily versions of "order status" match what I was actually charged. (Yes, I have screenshots.)

The package has been "delayed" and is about to cost me the only vacation I'm getting this year - a two-day camping trip, already paid for - because I'm waiting on the package I didn't want and will refuse. And now I have little hope that I will ever see my refund. This is the WORST retail experience I've had in decades. I've bought from Cuddledown in the past, and the quality is good, but no level of quality is worth this infuriating frustration. The WORST part is feeling so helpless to get through to anybody when there's a problem. You've got Customer Service with the call center in India and that's it. If this situation doesn't get resolved, I'm even thinking about taking them to court. It was a big order and I can't afford to lose that money, and based on my experience, and those of posters below, I anticipate trouble getting my refund.

I ordered two sets of allegedly 100% cotton sateen sheets on 4/23/22. CD charged $22 shipping and it took 3 weeks to get the order. These are the nastiest, roughest sheets I've ever experienced. They feel exactly like fine sandpaper. I even tried to wash a pair of the pillowcases to see if that helped--they only got rougher. Now CD wants $10.50 to send them back! No response to an email sent to customer service. SO DISAPPOINTED. NEVER AGAIN.

I love the products I have bought over the years from Cuddledown - 100% cotton blankets and duvet covers in vivid colors and prints. My only complaint about the actual products is that the duvet covers are white on the flip side - if I wanted white, I would buy white. I want the print. Literally every single other thing about Cuddledown is the worst I have ever encountered from a business: Shipping is unreasonably expensive, and returns are at your own shipping expense. It takes 1-2 months to recieve an order (if you ever actually get it). Their website is a mess - at one point recently it was down for over 2 weeks. There was an issue with my last order, placed 3 weeks ago, and it is still unresolved after 7 phone calls, confirming my info 2-3 times each call, promises that I would recieve it by a certain date (come and gone - no order received), told 2x that the order was being expedited and shipped express as a courtesy (didn't happen), told a Supervisor would fix the issue 3x, transferred incorrectly 7 times today and still could not reach the Level 2 Support which is who I was told could help, and no confirmation emails of their commitments. I had read all of the other reviews and decided that I could try to manage any challenges that might arise...but NO. It simply is not possible. I will be canceling my order.