Complaints

This profile includes complaints for Cuddledown, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Cuddledown, Inc.

  14 Yarmouth Jct Yarmouth, ME 04096-7755

  
• 

  Cuddledown, Inc.

  554 Us Route 1 Freeport, ME 04032-7018

  
• 

  Cuddledown, Inc.

  3 Distribution Center Cir Littleton, MA 01460-6248

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:01/12/2025

  Type:Service or Repair 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 ordered some items from Cuddledown in September, and somehow I was additionally added around that same time to something called Cuddledown Rewards which charged me $19.95/month in October - January when I discovered the charges on my credit card. I never separately signed up for this and feel like it was done without my express consent. I'd like a refund and have also asked the company but feel like it was a deceptive practice.

  

  Business Response

  Date: 01/28/2025

  You must accept the Rewards program offer online yourself, entering your information and checking off the box accepting the terms and conditions of the program. We will forward your request to the Rewards program. 

• Initial Complaint

  Date:12/22/2024

  Type:Service or Repair 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 received a very nice $125 gift certificate as a birthday gift. On it, I was told I could only use it by calling the number in the catalog (cannot place an online order). I called the number on a Sunday, and was told that I can only use it during business hours, which are M-F, 8:45-3:45 EST, and I needs to call back. So I called back the following day and was promptly disconnected 4 times. After the second time , I asked if I could have either a direct number or have someone call me back, and was told no- and was immediately transferred and then the call dropped. I sent an email to customer service a week ago explaining the situation and have not heard anything. So, I have no way to use this gift card. I would like them to reimburse my aunt for the money she spent. I dont even want to deal with them at this point. Thank you.

  Customer Answer

  Date: 01/02/2025

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 01/28/2025

  We apologize for the inconvenience with the gift certificates. We will suspend the use of the gift certificates and refund the original order. 

• Initial Complaint

  Date:12/06/2024

  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.

  On Jan 2, 2024, I purchased 2 pillows at ************************** and received them in a few days for a total cost of $186.00. Today, I learned an entity called "Pgi Cuddledownrewards" has been billing my credit card on a nearly monthly basis for the sum of $21.70, now eleven times. I did not opt in or enroll in this, nor did it appear on my invoice or in my cart when checking out. I have canceled my credit card and disputed the charges with my bank. Searching online indicates "Pgi Cuddledownrewards" may be associated with ***************************** which I have never used.

  Customer Answer

  Date: 12/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response minimally satisfies my issues and/or concerns in reference to complaint #********. I did receive an email from Cuddledown Rewards unenrolling me from their program within a few days of making the complaint. There was no acknowledgement or apology, and I have disputed all charges with my credit card provider. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Thank you,
  
  ******* ****

• Initial Complaint

  Date:09/10/2024

  Type:Delivery 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.

  On Sep 1st, I order products from this business. When it did not ship by Thursday, I contacted by email to inquire and was told theorder would be processed, then received another email that it was on hold with no reason given but the order would be released for processing. By Sep 9th, still showing in process, sent another email and was told it would ship in 1 business day. On Tuesday, Sep 10thI put in a Cancel Order request and then followed up with a personal phone call and was told order was in warehouse and couldn't be cancelled. After telling the representative how upset I was about this issue, she said she was put in a stop shipment order, but it still may ship and could just be returned. This is a birthday present for my sister. My credit card hasn't been charged yet, but I don't want her to have to deal with this if it is eventually received. I request BBB contact the company if possible to speak to someone in charge and help me get this resolved. If they would absolutely agree this order will ship in the next day, I will be OK with that.

  

  Business Response

  Date: 09/11/2024

  The order has been cancelled. We apologize for the inconvenience.

• Initial Complaint

  Date:08/23/2024

  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.

  Placed order on 8/8/2024 for blanket and sheet set. Order came with fitted sheet missing on 8/15/2024 in single box. Contacted Cuddledown customer service via website on 8/15/2024 to let them know. No response. Contacted customer service via phone on 8/16/2024. Said they would expedite fitted sheet via 2-day service. Never sent me a tracking number. It is now 8/23/2024 and I have not received the fitted sheet.RESOLUTION: SEND FITTED SHEET AS PROMISED.

  

  Business Response

  Date: 08/27/2024

  We are going to reship them on an express shipping and then provide you the tracking number. We apologize for the inconvenience

   

  Customer Service

  Customer Answer

  Date: 08/27/2024

  
  
  Better Business Bureau:
  

  I accept their resolution.
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  

  I hope that they do what they promise.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:06/05/2024

  Type:Service or Repair 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 recently made two separate purchases at Cuddledown. I was just checking my credit card this afternoon when I noticed an unauthorized charge from Cuddledown Rewards in the amount of *****. I never authorized this charge and I certainly never signed up for a rewards program when I made my purchases on the Cuddledown website. This is extremely disappointing to see a company who I only very recently started buying from take advantage of my trust by charging my credit card for a recurring membership without my permission. I will definitely rethink my purchases at Cuddledown. I won't be buying from them again. I would not recommend any friends or family to buy from Cuddledown either.

  Customer Answer

  Date: 06/16/2024

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 06/28/2024

  The Rewards program is offered online to customers and its up to the customer to accept or decline the offer. The terms and conditions of the offer are clearly listed on the offer. Please call the Rewards program for cancellation and a refund: ************

• Initial Complaint

  Date:03/05/2024

  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.

  We purchased from Cuddledown ONCE in 2020. Since then, we have received multiple catalogs, sent regularly. As we actively try to reduce our carbon footprint, we immediately contacted the company via their customer service phone number to have our information removed from the mailing list. This has not worked. We kept receiving catalogs, and even started receiving them after we moved to another state! Every time we receive one, we contact the company, hoping that maybe this time, we will be removed from the list. And yes, we are registered with DMAChoice.org and have tried removing ourselves via *************.Having received yet another one, I'm now filing this complaint with the BBB.

  Customer Answer

  Date: 03/16/2024

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 03/29/2024

  We have involved marketing and they have removed your address permanently from our records. You might still get 1 or 2 more because they get printed and sent out well before the system catches up with the address removal. But you have been removed. 

• Initial Complaint

  Date:02/14/2024

  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.

  In May, 2022, I made a purchase and somehow was signed up for VIP membership, which I do not recall requesting. I was unaware that this was set up and that I would be charged $16.00 per month until I called them to request this to end. I did not realize these charges were occurring on my Discover credit card until this month and called Discover to dispute the charge, since I had no idea what it was. I called and spoke to a customer service agent with the ********************** VIP membership department and he said I needed to let them know that I no longer wanted the membership. I told him I didn't know I had it, nor did I want it, and felt the company was disreputable and fraudulently charging me monthly in perpetuity. He shut down my "membership," but I have been charged monthly for over a year for something I neither signed up for or wanted, and received NOTHING for the $304 in charges to my credit card.

  Customer Answer

  Date: 02/25/2024

  I have not heard from the business in response to my complaint.  If you will read my original complaint to the BBB, I stated that I had communicated with a customer service rep and requested a refund for all the charges made for a "membership" I did not request or sign up for, and that I certainly would have requested it to end had I known I needed to.  My only fault is not having noticed the monthly charge until now.  The customer service rep denied what it was doing was fraudulent and only shut down the "membership."  It appears that the BBB will do nothing on this, although I have seen it has secured refunds for others who have made the same complaint to the BBB.

  

  Business Response

  Date: 03/29/2024

  We apologize but you did sign up online after placing order K8081484 in May of 2022. We cannot enroll a customer to the *** as it is illegal! The customer must follow the steps online to enroll themselves into the *** program. If *** has cancelled your membership, then no other charges will go on the card. We do not manage the program at our customer service. 

• Initial Complaint

  Date:12/31/2023

  Type:Sales and Advertising 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.

  In May, 2023 I purchased sheets from said company. However I realized after many months I had somehow been mistakenly enrolled in their Rewards program which they have been billing me for on my credit card $17.85 a month for the last 7 months. I never received any benefits from this program (I paid full shipping price), nor did I intend to enroll. When I spoke to **************** they said there was nothing they could do. Since others here have had the same problem Im assuming that they are deceitful in getting customers to sign up for this program inadvertently or thinking there is no cost. They owe me $303.45.

  

  Business Response

  Date: 01/10/2024

  We apologize but when an order gets placed online, the customer must enroll themself to the program in order for you to start getting billed. The system does not mistakenly sign you up, you must accept the terms and conditions of the program. You accepted the online offer on your order K9750006. 

  Customer Answer

  Date: 01/10/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

  I have read other complaints about customers being suckered in to join this so called Rewards program. I would like a copy of my purchase. Im sure the wording is most likely deceiving and if there is a mention of fees its very well hidden, as I never sign up for these programs. The companys response to my complaint is vague and preposterous if theyre saying you HAVE to join in order to get billed. Ive never heard of this kind of business practice. Also I never received any correspondence stating what rewards I have earned. Customers be warned. 

  

  Business Response

  Date: 01/23/2024

  The VIP/Rewards Manager has responded with the following:

  This customer was only charged $118.65 for their membership, which I have fully refunded. Im not sure where the other amount is coming from, possibly the order total?
  
  

  Customer Answer

  Date: 01/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:12/31/2023

  Type:Billing 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.

  This company has been charging me $16.28 a month for an unauthorized membership fee.

  

  Business Response

  Date: 01/10/2024

  Did you speak with the Rewards/VIP program? We do not sign you up to the program. You must accept the offer online on your order to enroll. We will speak with VIP to have a member assist you as we do not handle any refund inquiries for them. 

  Customer Answer

  Date: 01/10/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  I called Cuddledown at their number ************. Their agent said she was only authorized to refund 6 month of the $15.94 per month, which apparently she did (not received yet). I said this was unsatisfactory and want the full amount going back to February 2022. I have received no reply to the request for a total reimbursement.
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 01/18/2024

  We spoke with management at the *** department. Here is their response: 

   

  They were fully refunded, but five of the refunds are still pending from being sent on 1/12/24. When the remaining refund was issued after the 6-month refund cap was escalated, a refund confirmation email did go out to the customer.
  
  So far, the customer has been refunded 18 out of 23 bill terms and once the remaining refunds go through, they will receive another confirmation email.
  
  

  Customer Answer

  Date: 01/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************