ComplaintsforCuddly

• Initial Complaint

  12/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cuddly is continuously sending harassing emails even after Ive unsubscribed and emailed them directly to stop contacting me.

  

  Business response

  01/03/2024

  Hello ******, 

  We've fully removed you from all of our email lists. We sincerely apologize for any inconvenience as it looks like there may have been a technical glitch with our prior attempt to remove you. I've double-checked to ensure that you've now been removed. I appreciate your patience and your support of animals in need!

• Initial Complaint

  07/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We are a shelter, Dogwood Acres Senior Dog Rescue, and donors purchased several items for us through Cuddly May 23-June 4 which we have not received. Some of the items have been showing in pending orders for over a month now and some aren't even showing up as a pending order. I received 4 items immediately and nothing since. I am missing hundreds of dollars in items that were donated to our small rescue in good faith. I have sent numerous emails to ******* who initially said they had shipping delays but that was weeks ago. Now she just ignores my request for information. I sent her a detailed list of what was donated what is showing up on orders and what is not showing up on orders and she has ignored that email several times . I asked to speak to the supervisor a week ago and she has ignored my email again. I am new to cuddly I've heard good things about it but this small rescue is beginning to wonder if it is a legitimate company or not. It is unfair to those who donated items to us and it is unfair to us as well.Here is a link to the file I sent twice that was ignored: **************************************************

  

  Business response

  07/17/2023

  Thank you for reaching out with your concerns. On behalf of CUDDLY, I sincerely apologize for the unacceptable experience you have had thus far. It is our main goal and responsibility to make sure our partners are receiving the support and resources they need in order to help save animals. We want to make it right and help build back your trust.

  
  The correspondents you had with ******* did not address your questions or concerns, where they should have. We were in the process of moving warehouses but, regardless, should have still provided you updates on the status of your orders. As it is, we were able to track down all your orders and ensured they will all go out today, July 17th.

  
  In the future, if you do have questions, contacting *********************************** will go to all of our representatives. In addition, you do have your own personally assigned fundraising consultant, *********************************, who can assist you as well. I spoke directly with the Director of Sales who will ensure ******* set up a call to contact you.

  
  We thank you for raising your concerns and truly hope we can resolve this matter. If there is anything else we can do, please don't hesitant to reach out to us.
  

• Initial Complaint

  06/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Charged to my debit card was an amount to Cuddly for $190 . I have no idea nor have I ever heard of Cuddly. So I request my money to be returned. *****. A

  

  Business response

  06/12/2023

  Hello *****, 

  Thank you so much for reaching out to us with these issues. 
  
  We are currently trying to get a better understanding of what happened, as we are a donation based organization, who operates solely under trust and transparency. 

  I have refunded the payment in full, as there are no previous indicators that you donated to CUDDLY in the past. 
  We would still love to talk with you over the phone and have left a message, as this could be serious fraud and you may want to involve your bank. 
  
  Please do get back to ** as soon as possible. 

• Initial Complaint

  10/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I donated to cuddly June 3rd 2022. I donated $72 Canadain to help a dog. I also signed up for $10 Us a month. However due to inflation I had to cancel after one monthly donation. There is NO cancel option on my account page. I contacted cuddly three times before receiving a confirmation cancelled email from *****************************. They keep billing me, twice since I cancelled. I have called, emailed and receive no response.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Charges to my credit card on 9/13 listed as Stripe for $.80 and 9/23 listed as Heidislegacydogrescue.com for $.80. Never made these charges/donations; have no affiliation whatsoever with Cuddly Inc. Was going to let the first one go, but now think it is going to be regular fraudulent charge and it is a low amount so that most people won't bother canceling card. I found it was Cuddly Inc by phone number that was listed on transaction.

  

  Business response

  12/08/2022

  Hello ******, 

  Thanks so much for reaching out to us with your concerns. 

   

  We had experienced fraud on a payment processor called, Stripe, where someone was able to get into our account and "card test" card numbers the assailant had downloaded from else where. We have since cut all ties with Stripe, but can still look into getting you a refund. We did indeed ask for all charges to be reversed and were told they did this in the month of October. Did you not receive any refunds?

  Customer response

  12/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  09/21/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Cuddly.Com acting for Dallas *** RRR shelter has been unresponsive in honoring my request to stop soliciting me for donations. I requested to be completely removed and for 2+ years no action taken. Also there is no way to contact the shelter they are representing so they must take responsibility for not honoring my request since they are sending the emails.

  

  Business response

  01/03/2023

  Hello ********, 

  Thank you for reaching out to CUDDLY with your concerns.
  I want to assure you we heard your request to be removed from receiving emails from CUDDLY and Dallas *** RRR. I ensured your email has been removed from our system and you have been unsubscribed from all emails sent by any animal rescue or shelter via Cuddly.com. I apologize for any dissatisfaction this may have caused you. Please know you can contact our **************** Team at ************ should you have any follow-up questions.

  Customer response

  01/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

*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. ↩