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:02/02/2025

  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.

  On Dec 9/24 I made a purchase thru Hush for the amount of $269.84. The whole process was a nightmare. When I finally received the product I refused it from the courier. I sent back the free give they gave me which arrived first. They said when they received the gift I sent back they would refund me. They received the gift and only refunded me $47.56 on January 9/25. Now I’m trying to get the rest of my money back with very little help from Hush.

• Initial Complaint

  Date:23/01/2025

  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 white weighted blanket on Nov. 24th 2024. Order #******* it took over 1 month to receive our order and I never received a shipping confirmation email either. The blanket arrived with a green ribbon tied around it. I tried washing the blanket cover 3 times, the marks and colour discolouration from the ribbon are still there like it hasn’t even been washed! I emailed customer service to initiate a refund and have been completely ghosted with no response. This blanket was $203.40 on sale and there is no end in site on how I can return it and get my money back. I am extremely frustrated and disappointed with their lack of customer service and care for their customers.

• Initial Complaint

  Date:14/01/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 2nd, I ordered $528.87 worth of sheets, duvet/cover and pillow. The company says they offer 100% money back within 100 days. The order took nearly a month to arrive. In the past week, I have emailed them 4x (Jan 8, 11, 13, 14) to initiate a return, and haven't received one response. They love to spam me all sorts of marketing and 'how likely am I to recommend you' emails though:( Although their whole money back guarantee thing is splashed all over their site, their emails, their marketing etc, you have to scroll to the very bottom of their page to see a refund policy, and when you click on it, it doesn't even take you to a page, just a pop up that says '100 Night Guarantee. You love it or your money back. Just message *******@************.com.' This seems to be the only way of contacting them. I used **** debit for this purchase, so I'm not even sure I can pursue this the typical credit card complaint way?

• Initial Complaint

  Date:03/01/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nov 18 2024 #******* $570.53 Hush mattress topper bundle full size sage green I placed 2 orders for these bundles on the same day and one shipped right away. This one is MIA. Multiple phone calls and cust serv reps never understand why it hasn't shipped. I've number of emails to and from a Neil S.who has offered rto cancel and reorder. I told him to do whatever he needs to get the order out. I have asked multiple times via chat, email and by phone what the hold up is and no one knows.l and I have told them to do what is necessary to ship it. But they don't. All they say is the system shows it is unshipped and they don't know why and they do nothing to correct the issue and get it shipped. #******** Nov 26 2024 2 cloud pillows 1 cooling pillow 1 full/queen duvet $257.38 This order doesn't have a shipping label, i was told, though it says on their site that it has been fulfilled. No one will tell me what is happening with these orders. Same run around. I also place a few orders between these days and those items were shipped quickly and arrived.

• Initial Complaint

  Date:03/01/2025

  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.

  I placed an order for a Hush Knit Weighted Blanket on the ******* website on December 12, 2024. The total amount paid was CAD 371.77 with my **** credit card ending ****. The order number was *******. The only way to track the delivery status was through the ******** and the item status was showing up as "Order Placed" up until I last checked on December 30, 2024. I attempted to contact Hush via ********* direct message to their business account (********** ******** ** *** **********), as well as through email to *****@****.ca as indicated on the ******** and the Hush website. I did not receive any response to any of my four emails sent between December 17 and 29, 2024. In my emails on December on December 26 and 29, 2024 I asked to cancel my order and issue a refund, but have not received a response from Hush. The full email history is also included in the attachment. I am filing this report as the Hush Blankets company has no customer service whatsoever. This is not how a company should operate, especially while they market their products through paid advertising all over social media. I no longer wish to receive the product and request a full refund to the **** ending with ****.

  Customer Answer

  Date: 31/01/2025

  
  Honestly, I don’t know how they get away with such customer service considering they’ve been bought out by the biggest mattress company ***** ******** 
  
  So Hush finally cancelled my order about two weeks ago and I was able to see that in the **** ***. Hush did not send a refund to me though. 
  
  I did not bother reaching out to Hush and simply filed a dispute with my ** ****. The bank sent the funds back to my credit card. 
  
  Please let me know if you require any other details about my case. 
  
  Thank you,
  ******** 
  

  
  

• Initial Complaint

  Date:16/12/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau, I am filing a formal complaint against Hush Blankets regarding my order #*******, placed on November 28, 2024. Despite several weeks having passed, I have not received the order, and my attempts to resolve the issue with Hush’s customer service team have been completely unsatisfactory. Details of the Issue: I was initially informed by ****** that my products are being returned to Hush, and that a refund will be issued. However, I have not received any tracking updates or communication from Hush regarding this issue. My attempts to contact Hush’s customer service team have been met with repeated referrals to ******, without any meaningful assistance or resolution. I have asked for the issue to be escalated, but have been told that there is no management or higher-level support available to address my concerns. This situation has been especially frustrating as the items were intended as holiday gifts, and now I am left in a position where I need to make replacement purchases. Furthermore, there was no option to purchase shipping insurance at the time of checkout, which I believe has left me vulnerable to this poor service. Refund Request: Given the considerable delay, lack of communication, and ineffective support, I have formally requested a full refund of $566.80. I have requested a response multiple times, but have received no acknowledgment or follow-up. This delay in resolving the matter has caused significant inconvenience and financial stress, especially with the holidays approaching. If this matter is not resolved within a reasonable timeframe, I will be forced to escalate it further by reporting the issue to my bank as potential fraud, as no product has been delivered and no refund has been issued. I am seeking your assistance in resolving this complaint as soon as possible. Thank you for your time and attention to this matter. **** ****

• Initial Complaint

  Date:17/10/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm reaching out to the BBB regarding an order I placed with Hush in February 2024, totaling over $700 for a duvet, duvet cover, pillowcases, and sheet sets. Despite multiple attempts to resolve the issue, I have yet to receive the duvet cover, valued at around $170. Initially, when I contacted Hush through their chat, I received inconsistent information, including claims that the package hadn’t been sent, that items I had already received were still pending, and that the duvet cover was either on its way or already delivered. This conflicting communication continued over several interactions. A few contacts later, I was informed that the package had been sent but may have been lost by *********. After calling customer service, one representative indicated that a replacement would be sent, but the call dropped, and I received no further updates. When I called again, I was told I needed to file a lost product ticket with ********* and then contact Hush back with that information, even though I never received a tracking number initially. This was the first time I was informed of needing to file a ticket with *********, which has only added to my frustration. Given the lack of clear communication and the runaround I’ve experienced over the past eight months, I am now seeking a refund for the item I never received.

• Initial Complaint

  Date:09/10/2024

  Type:Sales and Advertising 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 was promised a set of cooling sheets and pillow cases when I purchased this weighted blanket. However, I never received the set of sheets and pillow cases.

• Initial Complaint

  Date:09/10/2024

  Type:Customer Service 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 placed an order for a Queen sheet set and a pillowcase set on October 7, 2024 and received a duvet cover (which was not what I originally order and they switched what I ordered in their system -- I assure you I would never order a duvet cover since I live in the desert and do not use a duvet). The pillow cases were $69 and the duvet cover that I did not want was $169. I did not use the cover nor wash it and saw immediately that it was the wrong item and requested that I initiate a return. Despite having a clear return policy for international and national returns and the fact my item falls under that category of being eligible, they will not accept a return. They came up with a bogus excuse and wrote me that my area (aka the USA) cannot send returns. Excuse me??? This is not true. There is nothing about this on their website so and I spoke with ******** ****, my US post office and customs and they all said there is no reason why bedding cannot be shipped to Canada and I'm being **** to by Hush. Then Hush says I need to donate the item -- donate a duvet cover in the hot desert???? -- show them a receipt that I donated it and then they will refund me. This literally makes no sense *** ** ******* *****. Their phone number is defunct as well *** * ** ****** ********* *** **** ***** ********

• Initial Complaint

  Date:11/09/2024

  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 duvet , duvet cover &pillow from the company Hush for total of $852.92 on August 30/24 received a email from them stating my order had been cancelled on Sept 2/24 . I called company on Sept 3/24 to find out why my order was cancelled. I was told there must of been a glitch on their side . I was told my credit card would be credited the $852.92 and I could place an order .. I decided to not order pillow and my total was $507.14 for the 2nd order.. I called back on Sept 10/24 to find out why my first charge of $852.92 was still on credit card ? I was told that my 2nd order would not be filled due to out of stock . No email was sent out to inform me that there was an issue with the 2nd order . I asked to cancel & was told someone from customer service would call or email me today .NOTHING ..