ComplaintsforBuffy Inc.

• Initial Complaint

  07/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  At the time I purchased my Comfy bundle mid-May 2023, I thought I was getting the bundle on sale. However, I saw later that Buffys retail prices were different on the the site, and what I received was not a sale price at all. Unless all of Buffys products lowered in price within the last few weeks, it seemed like a deceptive sales tactic on Buffys part.For example, my Breeze Duvet Cover was on sale for $131.12 with a retail price of $149, but now the retail price is advertised as $125, which is even cheaper than the sale price I paid. This applies for all the items I purchased in the bundle.This led me to believe that I was overcharged for the products I purchased (I paid $536.27 total). I wrote asking for a price adjustment to receive the current offered bundle price, but was told that I was outside the normal return window and that Buffy was unable to offer an adjustment or return. It has been about 2.5 months since my purchase, and up until recently the return window was longer than 50 days (it looks like it was 100 days based on prior messages on the BBB website). I am upset about the deceptive pricing, which Buffy failed to address in their response back to me. They also did not have any flexibility in price adjusting or offer anything to help remedy the situation.

  Business response

  08/07/2023

  Hi *********,
  
  We're a young company and do everything that we can to facilitate returns and price adjustments, even for orders that *** be a bit outside of our return window. We've looked into this and see that your order was placed on 5/11/2023. Unfortunately, due to the amount of time that has passed beyond the normal return window, we're unable to offer a return or price adjustment. We apologize for the inconvenience and thank you for your understanding.
  

  Customer response

  08/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Buffy did nothing to attempt to rectify the situation.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

• Initial Complaint

  07/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  It has been about 2 weeks since my Buffy package said it was "delivered" and never actually was. I completely understand that things happen and packages get lost in the mail sometimes. My issue here is the way Buffy has gone about things after I politely asked for a refund because I never received anything. They asked me to file a claim with *** (which I did immediately) and then said I had to wait an unexpected amount of time before I could MAYBE get approved for them to send me a new order. I had someone from *** come to my house to confirm that I never received the package over a week ago and Buffy has still done nothing. They promote all over their website that they will not charge your card until 7 days after the delivery date so that you can try out the product and send it back for free if not. I asked if they could please hold out on charging me the $500+ dollars until I received my package and they refused... I am now out $500 and my package clearly isn't coming. This is a large thriving business and I don't understand why they can't just give me my money back for something I never received after I've already given proof to ***.

  Business response

  08/07/2023

  Hi *****,

   

  We made an exception to refund your order and did so on August 3, 2023.

   

  Please let us know if you have any questions. 

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After ordering a sustainably made light-weight comforter from ********* on 7/16/2023 based on their 7-day free trial advertisement, it was delivered on 7/19/2023. When I opened the box, there was no invoice, just the product in a sealed envelope of cellophane. Later that evening, I opened the envelope and saw the tag and noticed it was made of polyester fabric, which I am allergic to. First thing the next morning, 7/20/23., I sent ********* an email requesting a return. Their reply was automated saying I would hear back from them in two business days. Today, 7/24/2023 my credit card was charged and I have not heard from them. I tried their phone number ************ several times today and last Friday. I have disputed the charge with **** of America. I sent a message to their ******** account. I don't know what else to do to get a return initiated and return the product and get them to refund my account. The amount at issue is $148.07 (I might be off on the amount of the change.). Please advise. Thank you. Sincerely, ***************************

  Business response

  08/07/2023

  Hi *****, 

   

  As of July 25, 2023, we have sent you a return label. And on August 2, 2023 we refunded your order after your return was delivered. 

   

  Please let us know if you have any questions. 

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I emailed Buffy ********************************* on December 29 requesting to exchange a duvet cover for a different color (the duvet arrived and the color was different than what was described on the website). Per their website, in order to request a return or exchange, you must email them - there is no phone number or other way to do it online. I immediately got an email response back stating their response time was 5-7 business days. It is now January 16, and I have followed up with them 5 times via email, still with no response. I need a refund for this product immediately.

  Business response

  01/24/2023

  Hi there,

  Our order volume has been higher than expected this passed holiday season, and our four-person customer experience team is working as quickly as possible to adapt and respond. Our current response time is 5-7 business days, which we know is far from ideal, especially with time-sensitive holiday order inquiries. We are doing our absolute best to respond to everyone as quickly as possible and sincerely apologize for the delay.

  Like most customer support teams, we answer emails based on the date received. ***For the quickest possible response, please refrain from emailing multiple times, as each message will bump the inquiry to the back of the queue in our customer support platform.***

   

  I looked up your email and see that our associate has already responded to you and your return has been completed. If you have any other questions, please feel free to reply to that email thread. Again, please keep in mind that we answer emails based on the date received. Emailing multiple times will cause further delay as each new message (from the same sender) bumps the inquiry to the back of the queue. 

   

  Customer response

  01/25/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  01/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 9/1/22 I purchased a Buffy Duvet Cover for a total of $127.31. Within weeks of receiving my order, the comforter received a snag in the washing machine that tore the comforter cover. I requested a replacement because I really loved the material.A replacement was shipped out and I received it in the beginning of October. Within 3 months, the comforter cover color had faded almost completely. The color was originally a light silver/gray and it had turned to a dirty white looking color. I went to check if I was washing it incorrectly or if there was some special protocol I hadn't noticed. I emailed Buffy 3 times, on 1/2/23, 1/4/23 and 1/9/23 and shared photos as well as requesting a refund since they do state they have a 100 night guarantee. All emails have gone unresponded to.

  Business response

  01/12/2023

  Hi *********,
  
  
  Our order volume has been higher than expected this holiday season, and our four-person customer experience team is working as quickly as possible to adapt and respond. Our current response time is 5-7 business days, which we know is far from ideal, especially with time-sensitive holiday order inquiries. We are doing our absolute best to respond to everyone as quickly as possible and sincerely apologize for the delay.
  
  
  Like most customer support teams, we answer emails based on the date received. For the quickest possible response, please refrain from emailing multiple times, as each message will bump the inquiry to the back of the queue in our customer support platform.
  
  
  After reviewing your correspondence with our customer experience associate, it appears that he answered your email yesterday and offered you a store credit refund for your order. Because your original order is outside the return window (100 days), our policy is to offer store credit - regardless of when the free replacement was sent. Having said that, we're happy to make a one-time exception and refund you for your return.
  
  
  Please look out for a follow-up email in the same thread you've been corresponding with us in.

  Customer response

  01/17/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  12/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned a duvet cover and a set of pillow cases, but was only refunded for the duvet. I have sent 3 emails to try to resolve and have only gotten an automated response. I would like the rest of my refund please.

  Customer response

  12/13/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a cloud pillow approximately one month ago. In short, the pillow is not supportive in the slightest bit although I selected medium thickness. There are two reasons Im filing this complaint: One, that they wouldnt refund me without proving I donated the pillow to charity which is seemingly a grand gesture on there end, but in reality its perfect because this company knows the likelihood of someone driving to a donation location and taking a picture of their donation is slim to none which is disingenuous. Second, and the most dishonest of all is the reviews are complete bs. The cycle the same 4-5 reviews and just change the dates. Absolutely astonishing. This is a bogus company and I want people to know.

  Business response

  11/15/2022

  Hi there,

   

  I just wanted to clarify that while we do offer donating your return as an option, we also offered to send you a pre-paid return shipping label if you are unable or prefer not to donate your return to a local charity. I see in your correspondence with our customer support team that you've chosen to donate your return. As we mentioned in our email to you, be sure to get a donation receipt or a picture of you actively donating it so you can send a photo to us. To ensure your refund can be processed, please send us proof of donation within the next 14 days. If you think you need more time, please let us know ASAP (at ********************************* and we're happy to work with you.

   

• Initial Complaint

  09/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction September ****** Paid $270.58..Received product and it was the wrong size, I had to send product back at my expense of $83.91 on Sept 17, 2022. They received the return products on Sept Sept21, 2022 *** confirmation. I called today Sept 27th, 2022 asking about my refund and was told there was a problem with two of the parts that were returned. The products were still in the plastic unopened when returned, could not have any problems. I feel they are scamming me. I called back asking to speak with a Supervisor and was told they were in a meeting and would return my call, return call has yet to happen. I just want my total refund, return shipping cost. Thank you

  Business response

  09/28/2022

  Hello,

   

  We are ********, the bedding company. This complaint is for Auto Buffy Inc. (Please see the customers screenshot of their Cash App payment, it lists Auto Buffy Inc. as the vendor.) 

   

  Please let me know if you have any questions. 

• Initial Complaint

  09/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a duvet cover that is a completely different color from what is advertised. I reached out through email and provided photo evidence. They responded with a generic template and seem reluctant to help out. This is extremely offensive as they clearly emphasize their great customer service and return-friendly business model.

  Business response

  09/13/2022

  Hello,
  

  After reviewing the email correspondence, it appears that this customer has already been refunded for this order. 
  

  Please let us know if you have any questions!
  

  
  

  Customer response

  09/13/2022

  Better Business Bureau:
  
  They refunded my order. I really appreciate it.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  07/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a Full size Cloud Comforter from Buffy on 7/18/22 in order #******. When it arrived on 7/21/22, the comforter inside was a King size comforter. I was sent a replacement for the item I actually purchased free of charge on 7/22/22 in order #******. This item arrived 7/26/22 and again it was a King size comforter in the box. Since reaching out Tuesday I have had no support from Buffy in getting the Full size Cloud comforter I initially ordered on 7/18. I have asked for rush shipping of the item I purchased and some sort of refund to apologize for this behavior of messing up an order twice. Their customer support is trash and they can ignore you all they want as there is no telephone number to call to actually get any quick assistance.

  Customer response

  07/29/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

*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. ↩