Complaints

• Initial Complaint

  03/01/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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 response

  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

  17/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  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

  09/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  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

  09/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  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

  11/09/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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 ..

• Initial Complaint

  02/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On May 31, I ordered (1) queen duvet cover, equallying around 137$. Just after checkout, once my order was confirmed, I accidentally pressed a button that added bamboo sheets automatically onto the order, therefore updating it automatically. How stupid. It's so easy to make this mistake! However I knew right away what happened, so I emailed AND called the same day within a few hours to explain that I want to cancel + refund the order (and specifically giving the order # so that there was no confusion), and also that I made a new order. Should be easy enough. Instead, I was charged 137$ twice, and 176$ (cost of duvet and sheets). So far, I have gotten the 176$ refunded and received the duvet cover. Hush has yet to refund the additional 137$ that they double charged, despite calling them several times. On June 20, I followed up on an email I sent with screenshots of my online banking showing the charges. The agent said no problem, will refund right away, so sorry. No refund or confirmation email to follow up, so on June 27 I called again. The agent had a completely different tone and tried to tell me the charge wasn't real, it was a "pre-authorization" before charging me the true amount. This doesn't seem sound to me, and also ** confirmed the charge deducted from my card. Still awaiting Hush to refund me.

• Initial Complaint

  25/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  June 2, 2024, I ordered a ****** **** Hybrid Mattress, original price $1399.00 I got a discount and $1052.39 was charged to my credit card. Hush Blanket Website says (In Stock and Ready to ship) I printed out a copy. I purchased Delivery Insurance and was e-mailed the overview, stating if the product is in stock it will usually ship in 1-2 days or if the product is pre-order I will get an e-mail with the estimated delivery time. Delivery is 5-10 days after shipping. I received a confirmation of purchase e-mail. no estimated shipping. By June 7 I received no e-mail with a shipping date, so I tried to call. I clicked on confirmation e-mail return address which brought me to the website to look for a number. At the bottom is ###-###-####. That number brings a ******* error message. I called multiple times over the next few days because * ***** ** ******* *** **** *******. Finally, I went back to the (delivery insurance e-mail) they sent me and found a correct number and I was able to speak with a customer rep. By this time my concern was a planned vacation coming up and not wanting the mattress delivered while I was gone. I asked for order to be cancelled or even suggested a delay. Customer rep looked up the order number and said the mattress had not yet shipped and passed me off to another who also said the mattress had not shipped, then passed me off to another, I told them all I wanted to cancel the order, it had been 12 days since I ordered and there was no timeline they could give me for shipping, and I was going on vacation. The rep said even though the mattress had not shipped, they had to put in a request to their vender to cancel and it would take 24 to 48 hours to get confirmation. I waited three days, called back, they said they had not received word yet. June 25, they say they have my cancelation request but have not heard back from the vender yet. 23 days after my purchase and 12 days after I cancelled, I have still not been refunded.

• Initial Complaint

  24/06/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered the cooling duvet king size. It stopped having any cooling to the touch and instead traps heat and is so hot to sleep with after 90 days. I got in touch with customer service after the 100 day mark simply because i am a single mom with many other priorities and the response was a) you’re outside of the 100 days b) the cooling technology not working isn’t a product fault or issue so a refund would not be eligible even within the 100 days

• Initial Complaint

  19/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I submitted an order an order on June 5, and paid for next day shipping. It is now Jun 19 and I have not received any updates on whether the items have shipped and attempts to contact the company via email and the website chat have been unsuccessful. No response back. After spending $380 on products and shipping, I would like the job to be completed (delivery) and a refund on the shipping at the least.

• Initial Complaint

  16/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased their Hush Iced Cooling Sheet and Pillowcase Set-Iced Latte/Twin on June 1st. I planned to give this as a gift. Per Hush Blanket's website, they promised a 1-2 day shipping if item is in stock which the item was at the time of purchase and still is. Seeing that my order had not been shipped out in a few days and worried that I won't have the item in time to be gifted, I reached out to seller via e-mail on June 5th with no response. I filed a claim via ****** on June 8th asking for a full refund because I have no need for the item anymore (at this time seller still had not replied to my email). I also had already purchased an alternative gift for a family member at this point. Per ******, seller had until June 18th to respond and seller took until June 16th to act on the ****** claim. I did not receive my refund but got a notification from ****** that seller is waiting on tracking info. I'm assuming seller decides now to ship the item which I no longer need. I clearly said in the ****** claim that I want my full refund. Seller is still able to give my full refund, but instead decides to prepare item for shipment which will delay this situation. Even if I were to return the time, I will be subjected to shipping fee, which i don't want *** ***** ********* **** ********** **** ***** ******** ***** ****** ***** ********* ***** At this time, I still have not received e-mail notification that item is being shipped nor have seller responded to the personal e-mail. I want my money back!Seller failed their end of the transaction!

  Customer response

  11/07/2024

  I’m writing to let you know that the seller had never reached out to me, but I already received a full refund from ******.
  
  No further action is needed.
  
  
  
  
  
  
  
  
  Regards,
  
  Nancy Lam
  Case ID: 21858828

*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. ↩