Complaints

• 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

  12/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed a quite large order in December 2023 with this company. Upon receiving the products and testing them out, they gave us really bad night sweats and uncomfortable sleep. Because of their policy, I asked to get return label to return these items as they did not work for us. It took 2 months for them to finally send return labels out. I shipped these items on February 16th 2024 and with the tracking info provided by purolator, I got a notification that they got delivered to their warehouse on February 20th 2024. I even received an email from Hush stating they had received my return and that I would receive a refund within 5 days. Well, here we are April 12th 2024, and I have not yet received a refund for my items. I have been reaching out AT LEAST weekly to get updates and this company refuse to give me any answers. All they say is "you'll hear back from us within 24-48 hours" every single time. So essentially, this company gladly took their products back and are refusing to provide me with my refund. They owe me for a microgravity duvet as well as a iced king duvet cover which in total is 471.89$. Now, the last time I have reached out to receive an update as to where my money is, they told me that the warehouse team is stating they have never received my return. Well, as proof I have tracking info from ********* stating my order got delivered on February 20th (to the address provided to me on their own return shipping label) and I also have an email from HUSH themselves stating they have received my order and I'd get a return to my original payment method within 5 days. I'm really frustrated at this point as I have been dealing with this company for a simple return since January 2024. I simply want the money they owe me for my return!

• Initial Complaint

  17/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order February 25th. Which consisted of: 2 sets of king size sheets( charcoal grey and ice blue) 2 - white Pillow Case 2 - cooling pillows 1 - queen duvet cover - white Order total was $ 737.84 All of items presented to be in stock. So I agreed to the purchase. I received both sets of sheets, and 2 pillows. I have NOT received the white pillow cases or the white duvet cover. When I inquired I was told they were on back order. ( that was NOT) indicated when I placed order. I have been told now that items are still not I stock. Please switch to a different color. I declined and ask for money back. I was told that would not happen. ( I have all my emails) **** ** ********** - you took my money, knowing you did not have the product and could not deliver and refuse to refund a customer for items not delivered. This is not acceptable and you should be held accountable. I have contacted visa and also submitted / filed a complaint.

  Business response

  21/03/2024

  Hello,

  I am sincerely sorry for the challenges with your order and would love to assist.

  The duvet covered ordered was a pre-order at the time of purchase, so I also apologize this was not more clear on our site and will review how we present this information. However, we also were unable to ship it in the promised time. Therefore, I would be happy to cancel and refund this item for you.

  The remaining items, including the pillow case, we are shipped out separately however it seems like the pillowcases did not arrive. We are investigating this with our warehouse and the carrier to understand where this went wrong. In the mean time, we could either ship a new set or refund the existing set at your preference.

  At this time I do see an open chargeback against the order and am not able to proceed with either option while that chargeback plays out.

  Please let us know how you would like to proceed.

  Best wishes

• Initial Complaint

  08/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order #******* 2023-09-06 $397.94 2 sets of **** Iced Bamboo Cooling Sheets and Pillowcase Set , grey and white. Sheets arrived in September. First complaint to customer service 2023-12-13. Complained that grey sheets won't come clean in the wash and there's were 2 small holes. Was told that's my problem. They could give me hush bucks to go towards a new purchase. Messages multiple times. December 12 messaged that there were was now a huge tear. Sent photos. They never respond. Can't use the grey sheets at all. Put on white sheets and right away the strap broke. I've messaged on FB, tried emailing, they ignore me. I want a refund for the grey sheets.

  Business response

  15/03/2024

  
  Hey *****,
  
  I'm really sorry to hear about the trouble with your sheets. Unfortunately, staining or discoloration isn't covered under our warranty, as stated below:
  
  "Any stains, burns, tears, cuts, or liquid/moisture damage resulting from use by the customer or their environment."
  
  However, we'd be happy to provide you with Hush Bucks that you can use towards a future order.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Customer service is a nightmare, they don't get back to you, management have been meant to be calling me and I have to follow up over and over again. We tried to get the duvet returned within the 100 day period and as a warranty issue would prefer a refund, especially since we were in the 100 day period.

  Business response

  16/03/2024

  Hi,

  We offer a 100-day return and exchange policy, but a customer reached out to return their item after the return window had closed. Despite this, we made an exception and offered a one-time exchange. However, please note that the customer will be responsible for covering the shipping costs for the return.

  Thanks

  Customer response

  16/03/2024

  I am rejecting this response because:

  Initially we were in the 100 day window when we first reached out via email on February 16, 2024. 
  

  The product is not of good quality and should be fully refunded. 
  

  They advised that if a replacement is sent then the case is closed with no further recourse or any warranty on the replacement! 
  

  I am still awaiting a call from the management team despite being promised this 3 times already.

  Customer response

  23/03/2024

  I am rejecting this response because:

  When I first had a discussion with customer service they advised that this should not occur  

  we were in the 100 day timeframe, however feb 16th is actually day 98!!

  we have been promised a call from the management team no less than 3 times, however this has not happened  

  I would appreciate that should you maintain yourselves being a reputable company, I ask that we return it at YOUR cost and get a full refund 

  Business response

  27/03/2024

  
  Hi *******,
  
  Thanks for getting back. I understand the inconvenience you've experienced, and I truly empathize with how you must be feeling.
  
  As per our policy, we typically do not cover return shipping fees. However, I wanted to make an exception in your case to ensure your satisfaction. You can go ahead and send your blanket back to us. I will personally arrange for a return shipping label to be sent to you.
  
  To further assist you, we will partially cover the cost of the shipping label. The remaining amount will be your responsibility. If this solution works for you, please let me know so we can proceed accordingly.
  
  Thank you for your understanding, *******. Your satisfaction is important to us, and I am here to help in any way I can.
  
  Best,

  Kara from Hush

  Customer response

  01/04/2024

  I am rejecting this response because:

  This is not adequate, we have taken alternate measures to receive our refund. 

  I will not support Hush or Sleep country In any way moving forward as I feel that your business ethics are not in line with a company that should be selling quality products and just seem to be a cash grab. 
  

  I will continue to also warn other potential customers of your level of service. 
  

  To this day I have yet to receive a call from your management team. 
  

  
  

• Initial Complaint

  20/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a duvet set for $126.65. I received the product and knew immediately I did not want it- the quality was terrible. Their website says their products have a 100 night guarantee. I never even used it, I contacted their customer service the day after I received the product to request a return. I got an email back asking if I would consider an exchange. I declined and stated I wanted to return, and never heard back from them. The phone number on the website does not work. I've initiated 10 chat messages with their online customer service via their website, all of which send me a link to request a return, which I have already done in the first place. I want to return my purchase and be refunded, in accordance with the company's guarantee they have on their website. The company's return policy is listed here, along with their promise of a hassle-free return: *******************************************

  Business response

  28/02/2024

  Hi *****,
  
  Thank you for bringing this matter to our attention, and we sincerely apologize for the inconvenience you've experienced with your recent purchase of the duvet set.
  We want to assure you that your return request has been processed, and you should have received the return label to facilitate the return of the product. We apologize if there was any delay or confusion in this process.
  
  As stated on our website and in accordance with our company's guarantee, we are committed to providing a hassle-free return experience for our customers. We understand your desire to return the product due to quality concerns, and we appreciate your patience as we work to resolve this matter promptly.
  
  If you have not received the return label or if there are any further issues with the return process, please don't hesitate to contact us directly. We're here to assist you and ensure that your return is processed smoothly and efficiently.
  
  Thank you for your understanding, and we appreciate the opportunity to address your concerns.
  

  Customer response

  02/03/2024

  I am rejecting this response because:

  While I did receive a notice processing my return (albeit only AFTER I submitted a BBB complaint), Hush Blankets refused to allow me to pay for my own return shipping, and would only let me return my purchase using their return label, for which I was charged $35.22. This was almost 30% of my total purchase price. I was advised by Hush customer service that this was a return processing fee, customers are not permitted to pay shipping directly, and they refused to provide me with the return shipping address. This is not indicated in their “hassle-free guarantee”. 
  
  I have attached documentation of my refund, which is $35.22 less than the purchase price. Despite multiple chat requests via their customer service chat feature on their website, as well as emails, I have never received a call back from Hush to discuss their refusal to give a full refund. The phone number listed on their website continues to not be a working number. 
  
  

  Business response

  15/03/2024

  Hi,

  We have already clearly mentioned on our website -
  
  "We do not cover return shipping. There is an option to request a shipping label from us in the return portal when submitting your return, which we can then provide at a discounted price; this cost will be deducted from your refund."

  Refer this link - https://***********************************

   

  
  

• Initial Complaint

  16/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ** ******* ordered these sheets for a Christmas gift on Dec 23. We tried them for a week and did not like them. I checked the return policy and the website indicates a guarantee of 100 days for return. There was not a link of the website to start the return and I finally emailed customer service. The reply was hard to understand but indicated there is only 30 days for refund and 100 for exchange. The email contained a link to start a return for exchange but it does not work. I tried calling the business and the call is never answered and continues on a loop. I want a refund and for the company to stand by their guarantee.

  Business response

  28/02/2024

  Hi ******,
  
  We sincerely apologize for any confusion regarding our return policy and guarantee timelines. We understand that our website may have different items with varying return periods, and we regret any inconvenience this has caused.
  Please know that your feedback is invaluable to us, and we're actively working to improve clarity and consistency across our policies and communications.
  As mentioned earlier, your return request has been approved, and your return will be processed as soon as you submit it. We appreciate your understanding and patience throughout this process.
  
  If you have any further questions or if there's anything else we can assist you with, please feel free to reach out to us directly. We're here to help and ensure your satisfaction.
  
  Thank you once again for bringing this matter to our attention.
  
  

• Initial Complaint

  13/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a blanket that included a free item. Never got the free item, fine. I wanted to exchange for a larger size. Their site wouldn't allow an exchange, and after a lengthy search still cannot find out why I am unable to spend more money to get an exchange. I am now being forced by their company to keep an item I can't use or return it. They are charging ME to handle, pack and ship an item I never intended to fully return. Multiple attempts to get a full refund has led to nothing.

  Business response

  28/02/2024

  Hi ******,
  
  We apologize for any confusion or frustration you've experienced regarding your recent purchase and exchange request. Upon reviewing your order details, we want to clarify that there was no free item included with your purchase. In cases where a free item is offered during promotions, it must be added to the order for us to include it in the shipment.
  
  Upon reviewing your order history, we've identified that you opted for a gift card refund for your returned item. Rest assured, you will be receiving the full refund amount in the form of a gift card.
  
  Additionally, we acknowledge the challenges you faced with the exchange process, and we're actively working to improve our systems to ensure a smoother experience for our customers. 
  
  If you have any further questions or if there's anything else we can assist you with, please feel free to reach out to us directly. We're here to help and ensure your satisfaction.
  
  Thank you for bringing this matter to our attention, and we appreciate the opportunity to address your concerns.
  
  

  Customer response

  28/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: It is false. I never asked for a gift card, that's not even an option on their site. I didn't even ask for a store credit if that's what they meant. If they keep their chat logs, it will clearly state I wanted a full refund. I also have emails discussing the return process and their handling fee. If I was getting a full refund, why on earth would I willingly spend my time requesting a refund? 
  
  Sincerely,
  
  ****** *

  Business response

  21/03/2024

  Hi there,

  I apologize for the confusion regarding the return and refund method. We do refer to store credit and gift card interchangeably, but can see on your order you did choose the refund method. In the case of returns, we do not cover the return shipping costs except for exchanges (which I understand was not working for you at the time) and store credit, where the intention is to make another purchase. We have refunded the order back to the original method of payment, less the shipping cost for the item.

  As the original intention was to exchange to a larger item, we would be happy to refund the withheld amount to a Hush gift card which can then be used towards a future purchase. Alternately, understanding the frustrating experience this has been, we would be happy to meet part way and refund 50% of the shipping cost incurred.

  Please let us know how you wish to proceed.

  Best wishes

• Initial Complaint

  01/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Bought a Hush sheet set from the site which weighs only a couple lbs yet they charged $75 shipping. The price to ship via ****** **** expedited in which service they used is only about $20 flat rate within Canada, it does not cost Hush any more to ship to my location Yellowknife NT than it does elsewhere in which they offer free shipping yet refused to offer any compensation when inquired. Thats an excess of >$50 pocketed unlawfully. My Order # is #*******.

  Business response

  28/02/2024

  Hey there,
  
  Thanks for reaching out to us about the shipping charges for your recent Hush sheet set purchase. We're really sorry for any confusion or frustration this has caused.
  Just to clear things up, we actually don't use ****** **** for shipping. We work with carriers like *****, ***, and ********* instead. Each carrier has its own rates and policies, which can vary depending on where you're located and the size of the package.
  
  We totally get where you're coming from, and we want to make sure everything adds up correctly. We're going to dig into our shipping records and talk with our carriers to make sure the charges match up with the services provided.
  
  And hey, here's something important to know: you're not stuck using the labels we provide. You're totally free to ship the package yourself if you prefer.
  
  Once we've got all the details sorted out, we'll get back to you with a resolution. Our aim is to make sure you're completely happy with your purchase and the shipping process.
  
  If you've got any other questions or concerns, just give us a shout. We're here to help!
  
  Thanks for your patience, and we're looking forward to making things right for you.
  
  

• Initial Complaint

  30/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered Jan.10 2 for 1 blanket deal for $389.00. 1 grey and 1 white blanket. Both in stock at time of order. Did not receive any shipping details. Contacted customer service via online chat. Told grey blanket was on backorder and would ship in 4 weeks. Asked for money back and was refused saying I could ask for refund once blanket arrived. Basically holding my money hostage. Then grey blanket on backorder shipped. I asked when white would ship and was told the white was now on backorder. At this point I asked them to ship any blanket they had. I was told they would ship a blanket within the next few days again.

  Business response

  28/02/2024

  Hi *****,
  
  We are truly sorry for the inconvenience and frustration you've experienced with your recent order.
  Upon reviewing your order details, it appears that one of the blankets you ordered, specifically the grey one, was on backorder at the time of purchase. We understand how disappointing it must have been to not receive shipping details promptly and to learn about the backorder status after contacting our customer service team via online chat.
  We sincerely apologize for any misunderstanding regarding our shipping policies. Typically, we ship complete orders once all items are available in stock to ensure a smooth and efficient delivery process. However, if a customer contacts us and requests partial shipment of the available items, we are more than happy to accommodate such requests and ship the items we have in stock.
  We acknowledge the delay caused by the backorder status of one of the blankets, and we regret any inconvenience this may have caused you. Your satisfaction is of utmost importance to us, and we are committed to resolving this matter promptly.
  Rest assured, we are taking steps to improve our communication and inventory management processes to prevent similar issues from occurring in the future.
  If you have any further concerns or if there's anything else we can assist you with, please don't hesitate to reach out to us directly. We're here to help and ensure your satisfaction.
  Thank you for bringing this matter to our attention, and we appreciate your understanding.
  

  Customer response

  28/02/2024

   I am rejecting this response because: The grey blanket that was on backorder ended up arriving. At this point everything got confused as the white blanket I was told was now on back order. The white blanket was not originally on backorder. In order to stop having to follow up on this order I asked what if any blankets they had in stock. They had a 30lb white blanket (I ordered a 35lb) I told them to just ship that. I The end I was not able to get what I had ordered and simply took what was in stock since I was told they would not refund my money. Totally unacceptable 
  

  Business response

  21/03/2024

  Hi there,

  I'm very sorry for the ongoing confusion with your order and completely understand your frustration both at not receiving what you originally ordered, and the challenges you've faced in resolving this.

  At this time, the heavier blanket has been discontinued and I am unsure if it will be returning. If you are unhappy with the 30lb blanket we're happy to return it for you for a full refund, including covering the shipping costs since this is not the item you had actually purchased. Alternately, if the 30lb is working out for you and you wish to keep it, I would be happy to offer you a 20% discount off the entire order as a token of our apology for the challenges.

  Best wishes

  Customer response

  21/03/2024

  I have reviewed the response made by the business and find that this resolution is satisfactory to me.

  I would prefer to keep the white blanket and receive the 20% discount on my order. I would like the 20% discount applied to the credit card I used for the purchase. I DO NOT want a credit to be used at Hush. Simply apply discount as a refund to my credit card.
  
  

*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. ↩