CuddleDownReviews 141

I bought a set of sheets, they arrived ripped. I needed the sheets right away because I moved to a new apartment. Cuddledown would not overnight me a replacement.

I purchased some items for a few hundred dollars from my debit account. They debited another $225 that I could not get back. Their excuse was that is was to verify that I could pay the original amount, and that we would get it back in a few days! THIS WAS A DEBIT CARD, not a credit card. So now I am short on trying to purchase anything for my daily expenses, like food. Do not ever buy anything from this outfit

This is my third order. First comforter took 5+ weeks to deliver from MA to CA. Granted it was ordered on Nov 22nd, but was delivered first week of January. Love the comforter. Now instead of using FED Ex ground where a tracer can be placed, they are using FED Ex smartPost. Inferior if you want to see your package before week 3 or 4. This SHOULD be posted on their website! And four+ weeks shipping anywhere in the continental US seems absurd. Use 2-day and pay the $15, hopefully they will send your package 2-day!

The website was changed so a customer no longer has the ability to access records of their own past purchases. Why would that be? If I bought something a year or two ago and want to get it again, or buy another size, how am I supposed to remember the details? It would be so easy if I could just go back and see what I ordered. But—no! When I called to ask, they said it was a security issue. What?! The person could not give me a better explanation. This is apparently an aggressively adhered to policy. Wow

They deserve 0 stars. I have purchased pillows from them in 2012 and 2017. Now in 2022, their quality is down significantly. The old pillow I bought years ago from them had become too hard with age, so I ordered the same size and filling in 2022. The new pillow was actually harder than the old pillow. It's more like sleeping on a rock than a comforting pillow.

The VIP service is also a scam. Their process for requesting a shipping rebate is complicated and very slow. Rebates take several weeks if everything works, but they'll also refuse to provide the promised rebate. Their process says that they'll take a Cuddledown email as proof of purchase, but when I sent them a copy of this email, their only email response was that no proof of purchase was given. Calling customer service also fails because the representative there claims that they can't see any information relating to my rebate request (despite that woman being able to confirm the rebate request case number). So the company that made the product and shipped it won't give a rebate because they can't confirm that they made or shipped that product. The customer service representative who is supposed to answer questions about this service can't access any information about it. And customers get to pay a monthly fee for this wonderful "service". Avoid this company. Their quality has degraded and they've resorted to scamming customers as a way to inflate profits.

After sending back a pillow, Cuddledown did not credit my account for about two and a half months. During that time, I had to call the third party "customer service" only to be told that once the warehouse receives the merchandise, my account would be credited.

They had the merchandise and for whatever reason withheld the refund. The cost of the pillow, the cost of the shipping and handling, and having the return held back for almost 6 weeks is the reason for this poor review. Disappointment all the way around. I would not recommend this company.

I placed an order for a 3,000$ comforter, they charged my card immediately so i thought my next day shipping would start. I called to get an eta of item when i did the lady transfered me to level 1 consumer service & she told me my order had been canceled & i was never charged the 3k i repeatedly told her that was incorrect because I'm on my banking app & it has -3k from my account, she told me to call my bank & they would tell me it's not true lol as if I'm lying to her. So i called anyways & sure enough my bank confirmed Cuddledown charged me 3k. So i called back & ask yo speak to supervisor because lady had no idea how to speak to someone she then "transferred" me or just put me on hold for 30'mins then she picked the phone up & acted like a supervisor. She said there's no possible way Cuddledown would charge me 3k so now i have to wait over the weekend to talk to level 2 customer service… oh & by the way I've been waiting 2 weeks & just today i called to check & this happened. I was charged & they canceled order so how long would this it went on for if i didnt call?
I can't believe these people are still i business

Order delayed due to address issue. When I called, I wanted to know which items were still available- because their shipping is very high. Rep put me on hold and said all items were still available. Pushed back as didn't see on site and didn't want to pay exorbitant shipping. Again, told available so I authorized card. Was charged $92 for $63 gown. Overcharged for shipping. Shipping Outrageous for 1 item. Rep LIED to me. No response yet from Customer service about order.

Wonderful products! Customer Service is beyond poor. Bad attitudes, poor communication skills and lack of empathy. The coarse, rude behavior can destroy this corporation. Literally was mocked by Eileen and she was laughing at me. It wasn't until I used her name much later into our conversation, did she realize she needed to respond as an adult. She cut the phone conversation off so I would be unable to answer the survey question.

After paying $18.99 for shipping you would think they could get things out promptly. But no. I have been waiting 17 days and my two small items are still not here. I will never use this this site again.

NO MORE CUDDLEDOWN FOR ME!
I am through with cuddledown.com and have asked that no more catalogs be sent to me. I agree with one reviewer who bought a set of their very pricey sheets because of the lovely pattern – only to find out the pattern is only on one side of each sheet. Then came the realization that I couldn't outfit my new CA king bed with cuddledown products because they don't offer CA king in the items I like.
Then came the final blow today when I started to order a throw that was on sale and found that the $10 off didn't even cover the $15.00 S&H fee. I tried to e-mail cuddledown.com to tell them of my continuing Cuddledown disappointments, but it became clear that THEY DO NOT WANT customers to communicate with them unless they are e-mailing about an item they have ordered. THE END.

I purchased very expensive Calida pajamas from Cuddledown in size medium. The bottom fit more like a large and the top fit like an XL or XXL. It fit like a tent. I could not even order a smaller size due to the mismatch. It also seemed like the pajamas had been used because they smelled of a very strong perfume or laundry soap.
I returned the pajamas and ended up paying $25 ($15 original shipping charge and $10 return shipping).
I will never order from this company again. I don't want to run the risk of something being wrong with the item (like these mis-sized pajamas) and end up paying for shipping to me and back to Cuddledown.

I've been buying from Cuddledown for 30 yrs, their down products are good and I've recommended them to others. In July 2021, I bought sheets online. Somehow I was hoodwinked into their "VIP" program for the price of $14.95/month. Unfortunately I didn't discover the charge for several months. How this happened I don't know, maybe something I failed to click or clicked in a hurry. It turns out that VIP is a third party vendor and searching the web, it turns out I'm not the only one who got scammed. In the end, I had to go through VIP to get refunded.

To add insult to injury "Customer Service" was a call center that didn't have a scripted answer for this. All I got was the perennially chipper, "I'm sorry." I tried phoning the company directly (Yarmouth, ME) but they never called me back.

Ordered flannel sheets and a duvet cover. After well over a week they were not shipped. I found some nice flannel bedding at the Company Store that I liked. Called Cuddledown to cancel the order. I got an overseas rep. Asked for someone in the United States. Transferred 3 times and got an overseas rep each time. Giving up on speaking to a US rep, I said that I wanted to cancel my order. The person said she can not do that, she has to transfer me to customer service. WTH?

I finally got a "customer service" rep. I don't know who the other 4 people I spoke with were. This woman told me the order is processed and I can't cancel it. I asked for a supervisor. On hold several minutes. Was told there were no supervisors available. She was sorry. Not as sorry as I was. I am now stuck with an order that I can't cancel, to be shipped and delivered heaven knows when. I have bought quite a lot of bedding from Cuddledown over the years... the days she you called and spoke to a person in Maine. Never again.

I ordered pillow and tried to return it. My receipt stated that a return label was enclosed, but it wasn't. I ended up having to pay 34.46 to return it. Then Cuddledown subtracted 22.46 from my refund. Total out of pocket is 66.92 and I have nothing to show for it. On top of that they refuse to acknowledge the problem. Watch out! You could be out a lot of money with nothing in return.

After struggling with a website that kept deleting the information I repeatedly entered -- and had two separate carts -- I thought I put through an order for the correct item. I got an email that there was a problem with my credit card -- the one I use all the time with no problem. Trying to straighten that out, I discovered that the wrong item in the alternative cart had been ordered. I spent a lot of time on the phone, first on hold, then in the wrong department even though I'd selected the right one, and ended up doing a phone order with a different credit card. I can only hope that the pillowcases will be all right, because the shipping cost is outrageous. I will never shop Cuddledown again.

First sheet arrived with a hole in it. It is a huge ordeal just to get a simple exchange.
Second order was pillowcases and I was told they would send me a check for free shipping and 10% rebate if I became a member. I became a member and never received a check. Obviously, I opted out of the membership.
It's a shame that a company with nice products has such poor customer service and outdated techniques to service their customers. I won't be ordering from cuddledown again

My Fed Ex tracking indicated a possible problem with my Cuddledown shipment. Cuddledown's customer service helpfully said that they would contact Fed Ex to check the status of the shipment, but they refused to call or email me with the results. They claimed to be unable to call a customer or send an email! So if there is a problem with my shipment, I just get to stew in my juices. These folks charge premium prices, but they sure don't provide premium service.

I recently ordered three items with the same design. They sent me two after a long wait and cancelled the third without explanation. I kept on calling customer service all over the world and was hung up on three times. N. They did not speak understandable English and certainly had no answers. I started e mailing and kept on getting stupid apologies, being told that he sheets they had left were not up to standard. I said I would take one and they completely ignored my request (lies). NO SATISFACTION from this company who might have a good product but spoil their brand with the chaos that surrounds their customer service. They stall the sending of products and if you join the VIP service they make you wait and wait to get any money back. BUYER BEWARE!