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:05/01/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  RE: order# BB63723 **************** Follow Up ******* I purchased a comforter at the end of November, 2023. Didn't start using it until over a month later. By the beginning of April all of the seams were coming out. On April 21st I emailed the *** requesting a refund. They offered me a coupon code which I tried multiple times and it would not work. First they told me I could only use it toward the same bedding item (which the only one left in the size I needed was green.) ***** multiple emails and attempts I will not waste any more time trying to use a code to buy something I don't even want or need. I need a refund for the item including the tax, which they tried to cheat me out of by offering me $88 coupon. This company does not stand behind it's product nor do they care about their customers. I sent multiple emails and 12 pictures of seams coming out. There were more than 12 places where this is occurring. Other reviews of their products state similar issues.

  Business Response

  Date: 05/02/2024

  Hi ********,

  Sincere apologies for the inconvenience you have experienced with our product and customer care team! After reviewing, the customer care team had made a few mistakes.

  Since your order was placed over 90 days ago, we are not able to offer a refund since it is outside of our refund policy. That said, we ALWAYS offer credits for quality issues, regardless of time frame, in the amount of total price paid towards ALL styles on the website. I have adjusted the code to be $93.83, applicable towards all styles. See attached. 

  Best regards,

  *****

• Initial Complaint

  Date:03/11/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 bought a heated throw for my mom at **** I filled out the warranty. It had hot spots and the control got hot. Since I filled out warranty they sent replacement.filled out new warranty. Used the new blanket and it did the same thing.Filled for replacement again and it got denied.Called them and they refuse to replace.They said they already replaced first one.I explained this was the replacement.They still would not refund or replace item

  Customer Answer

  Date: 03/11/2024

  WARRANTY INFORMATION
  
  
  This Product Comes With A 5-************ Warranty
  Berkshire Blanket & ******** warrants its heated products (featuring Intellisense, PerfectHeat and other technologies) will be free from defects in materials and workmanship for five years from the original date of purchase. This warranty covers the controller, wiring and the product itself. This warranty does not cover abuse, accident or damage resulting from failure to follow included care and use instructions and manuals, use of improper voltage/current, or modifications/repairs to the product not performed by the manufacturer. Any attempts to repair or adjust any electrical or mechanical functions on this product will void this warranty. 
  
  
  Keep the original sales receipt or order confirmation. Proof of purchase is required to begin a warranty action and to issue a Return Merchandise Authorization (RMA). Berkshire Blanket & ********, at its discretion, will repair or replace this productor any component of the product found to be defective during the warranty period. Berkshire Blanket & ******** may choose to issue a credit adequate to repurchase of the same or similar valued product. 
  
  
  To the extent permitted by law: (a) this warranty is in lieu of all warranties, express or implied, including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose; and (b) all other implied warranties and any liability not based upon contract are hereby disclaimed and excluded. 
  
  
  To the extent permitted by law, in no event shall Berkshire Blanket & ******** be liable for any indirect, punitive, incidental or consequential damages, or special damages, regardless of whether a claim for such damages is based on warranty, contract, negligence or otherwise. To the extent permitted by law: Berkshire Blanket & ********s liability is limited to the heated product itself and in no event shall Berkshire Blanket & ********s liability to the purchaser for damages hereunder exceed the purchase price of the products in respect of which damages are claimed. 
  
  
  To request action under this warranty, to request an RMA, or if your product arrives damaged or has any other quality-related issue, please contact us right away at berkshireblanket.com/heated, email *************************************** or call **************** at ************** between the hours of 8AM-5PM Eastern Time, Monday through Friday.

  Business Response

  Date: 03/14/2024

  Hi ***,

  We have reviewed your contacts to our customer care team regarding this issue and want to assure you that we take customer complaints seriously. We approved your initial claim regarding the defective heated product and sent you a free replacement heated product. After sending your replacement heated item out, we recieved another complaint regarding the packaging, not the product, which is not a quality concern. We do not offer replacements on items that have minor packaging damages as packages can get bumped around in transit and is out of our control. The complaint we recieved from you on 2/14/24 states "I ordered a throw for my mother and the box was delivered all damaged. She is afraid to use it for fear the blanket is damaged. Please advise. ***********************". The image we recieved of the packaging had very minor damage. Image is attached. 

  The complaint you have issued with BBB now states that the issue is with the product, which was not mentioned in your initial contact to Berkshire. 

  At this time, we will not be honoring another free replacement as the complaint you contacted us about was regarding the minor packaging damage, not the product.

  Kind regards,

  Berkshire Blanket

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21412499
  
  I am rejecting this response because: the blanket is in another state so the first thing we did was show the box damage. My mother was afraid to use it. She did however plug it in and tried it. It would stay turned on for a few minutes then it would get real hot in spots. I did explain this to them in a phone call.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/02/2024

  Type:Product 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 purchased sheets that tore the first time on my bed. I am a regular customer. I have filed claims before for blankets that stopped working. They have denied my refund from previous complaints. Which had nothing to do with the sheets I recently purchased.

  Business Response

  Date: 02/05/2024

  Hi ******,

  We sincerely apologize for the inconvenience you have experienced with our customer care team regarding your defective sheet set. I have reviewed the images and documentation, and have confirmed that the sheet issue is indeed unrelated to the heated claims. That said, please be aware that our team is trained to be cautious of customers with repeat quality claims on their account. To resolve this for you, we have issued a refund to your order ********, totaling $58.46. Please allow 3-5 business days for your refund to be received to your original payment method.

  Stay cozy,

  Berkshire Blanket

  Customer Answer

  Date: 02/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely, Thank you for helping me..
  
  *****************************

• Initial Complaint

  Date:12/14/2023

  Type:Service or Repair 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 queen set of sheets. I have the same kind of sheets in other sizes for many years. Upon receiving the sheets after washing I went to place them on the bed. The bottom sheet no matter what way I tried would not fit the bed. It is obviously a defective set. In my attempt to get the sheet on I tugged too hard and made a rip in the bottom sheet. I called customer service and spent approx 30 to 45 minutes on the phone. The person was rude repeatedly put me on hold. Then said she couldnt hear me and hung up. I called again spent another 30 minutes on phone. Was told to take 3 specific pictures and email them and that was received and reviewed it would be considered a quality issue and they would send me a new set of sheets. That was on 11/25/23. I sent email and heard nothing other than automated email response saying it was received. Have called 3 times since and I just get not sure why not reviewed yet we will send it to escalation. Today I called again spoke to a supervisor supposedly and now I am told since I roped the sheet I cant return it and they wont give me a new set. Horrible service. There website says they have a 100% guarantee fir quality well thats a lie. They sent me a defective set and they will not replace it. My issue # with them us ******* and order # is *******. Absolutely horrible customer service, lied to, hung up on, no follow up received, no resolution and dont stand behind their product when clearly I was sent a defective set and they say its damaged now and wont do anything. Well if it wasnt defective I wouldnt have ripped the set. Please help me get a new set of sheets. They can have the ripped set back as soon as I get a new non defective set!

  Business Response

  Date: 12/15/2023

  Customer has been contacted and replacement sheet order has been created for the customer - order *******. Complaint has been resolved.

  Thanks!

  Berkshire Blanket

  Customer Answer

  Date: 01/14/2024

  THANK YOU BBB for your quick assistance with my complaint. The new sheets arrived and are perfect. Without your assistance I would have never gotten to a positive outcome. 
  thank you again 

  *********************;

  Customer Answer

  Date: 01/16/2024

  THANK YOU BBB for your quick assistance with my complaint. The new sheets arrived and are perfect. Without your assistance I would have never gotten to a positive outcome. 
  thank you again 

  *********************;

• Initial Complaint

  Date:12/11/2023

  Type:Product 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.

  On October 25, 2023, I ordered #*******. The very next day, I received an email sale with 30% off the entire order, including sale prices. My order total was $75.52. I called the company the very next day to get the price difference and was told that they do not price match. I pointed out that I wasn't looking for them to price match to another company, it was THEIR price. I was told that they still wouldn't give me the $12.45 difference. I told them to cancel my order, and I would then re-order (all the items were still available at that time, because I checked). Even though it had been less than 24 hours since my order, they told me they could not cancel it. I told them to send me a return label and I would send everything back. I've been waiting since October 26 for the return label. I called today and asked to speak to a supervisor. He confirmed that they could not credit me the $12.45 difference, they couldn't cancel that order because after an hour it would have been processed, and that they don't send return labels. I would like either a $12.45 credit on my visa  card or a credit in that amount from the company. Thank you.

  Business Response

  Date: 12/12/2023

  Hi *****,

  We sincerely apologize for the inconvenience you have experienced regarding our sitewide sale that started the day after you placed your order, and the other inconveniences you experienced with our customer care team. We have gone ahead and issued the refund of $12.45 to your original payment method.

  Please let me know if you have further concerns.

  Stay cozy!

  Berkshire Blanket

  Customer Answer

  Date: 12/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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 and paid $104.23, ORDER *******. When I called them to cancel the order they refused and shipped the item anyway and told me to refuse the package. Which I did. I never touched the package and refused it to the UPS  driver before he ever reached the front door. They stole over $40 from me as they only refunded me $63.43 with no explanation. Customer service refused to help me and only said that someone would be sending me a follow-up email in the coming days. What crooks!

  Business Response

  Date: 03/24/2023

  Hello,

  Please see attached order details regarding ************************* complaint. There was an initial mistake regarding the refund of the customers order, which was then corrected with the balance refunded on the same day.

  Initial refund - $63.43 - Mar 7, 2023, 8:31 am

  Refund correction - $40.80 - Mar 7, 2023, 1:09 pm

  We sincerely apologize for this error and have proof of the settlement of the complete refund. 
  

  Best regards,

  Jenny S

  Berkshire Blanket