CuddleDownReviews 141

I ordered a fitted sheet, flat sheet, and pillowcases. Cuddledown apparently ran out of the flat sheet and pillowcases, cancelling those. They did not contact me but proceeded to ship the fitted sheet. Obviously I did not want it! I returned it immediately and asked for a full refund (including shipping) since in my opinion I should have been contacted and would have cancelled the whole order. They refused and, between the original shipping and return shipping, the experience cost me almost $40. To add insult to injury, along with the return refund I found a $14.95 charge to my credit card for Cuddledown VIP that I did not ask for.

Placed a very large order 3/17/2021. Never received any communications from the company regarding tracking, shipping etc. BUT "mysteriously" was automatically was placed into a Cuddledown VIP program that was going to charge my credit card $14 per month for the privilege of what? On 4/4 I telephoned to find out the status of my order. Call center located overseas, bad connections, difficultly understanding everything the customer service rep. Said except that the order had not been placed because there was a question on a apt number for my billing address (not even the delivery address). Once clarified, I was told the order would ship within 5-7 days. 13 business days later, I telephoned to determine the status of my order, after 3 customer service transfers (2 within the overseas call center both of which insisted on "reconfirming" my name, delivery and billing addresses and telephone number on the order even though I gave my order number each time), I was finally connected to a Level 2 customer service rep (US based) who in perfect English told me that the order had been "Cancelled by Customer" that prior Sunday, 4/18. They had no other information except that. I can guarantee that I did not cancel the order. The level of effort and frustration on my part and incompetence on the company's part proves that this company is not worth dealing with. Thee are many better options available!

I was nervous about buying from Cuddledown, as they have horrible company ratings right now. My first experience with them was not great either--I called to ask a question about the product I wanted to purchase, and I was transferred twice and finally disconnected. I eventually found the answer online myself. When they had a double discount for Valentine's day for the items I wanted, I convinced myself that if I didn't receive the items in a timely fashion, I could just file a dispute with my credit card company and get a refund. I went ahead and made the purchase of the Silver Dollar Eucalyptus duvet cover and two shams.

No estimated delivery date was provided, so I didn't know what to expect. I checked my order status, and within a few days it indicated that the items had been shipped. It took just under 2 weeks to receive them, and this just after the ice storm that covered the midwest and Texas in snow and ice, and disrupted shipping times nationwide. I was pleased.

The items themselves are just as described. The colors are vibrant, and the fabric is soft--so soft and silky feeling, I halfway suspected it was not 100% cotton as described. I did a wrinkle test, and I measured the duvet cover before and after washing. It is definitely cotton. After washing the fabric did not have the silky feel as before, but it is still very soft. The only drawback is that I ordered an oversized Queen (96"x96"), and it shrunk to barely justify that designation (92"x94"). I'm just glad I didn't order the duvet insert yet, so I can look for one that will fit it properly.

Overall I'm happy with the product, and at least in my experience, Cuddledown doesn't deserve the bad rap it has been getting lately... although I would do something about the telephone customer service, if I were them.

One last note: I did sign up for the VIP club just to see how it worked. Maybe they've changed how it works, but it doesn't seem possible to "accidentally" sign up for it, as some reviewers have stated. I'm going to cancel it, though, so I will update if I have a problem.

I have joined the Cuddeldown VIP service. When I went to put in a rebate form they sent me an email saying I did not give enough information and to send an order confirmation. I did that. Then I received a denial of a rebate for my purchases. I called customer service for help on resubmitting my order confirmation. I then called 10 days later to learn that they never received the email.
I have called over and over again to get help. No one seems to be able to help. They just refer me to other people.
I still have not received a rebate. It's a very frustrating service. I do not recommend using it at all!
Generally, Cuddeldown products are fine if you get at least their 400 thread count sateen products. Their 300 percale products are very wrinkled. I would buy them again.

I bought the featherbed that I slept in at Miraval Spa after I researched who made it, etc. it has been the worse experience I have ever had! After I purchased it, I got nothing from them, then within a day I received a receipt, 2 weeks later, I called them because it never shipped. I was told it was back ordered, I tried to cancel it then I was told it would be in snd shipped in a few days. 2 days later I received a giant box, with the wrong size feather bed in it. I never took it out of the box I called them, drove it to the post office with either label and mailed it back. It's now 2 weeks later they know nothing about it. Thank god I have the tracking information and I used American Express! Do not purchase from this company you can spend your money anywhere, use Parachute! They are honest and trustworthy!

I placed an order with Cuddledown on 12/11/2020; a Christmas gift for a family member. They emailed me that the package had been delivered on December 17th, but nothing on our doorstep. At least 13 emails have now transpired between their CS and myself. I explained first off that the pkg had not been delivered- I was told to wait, shipments had been delayed etc. I waited, and waited, Christmas came and went, I continued to inquire about the package, I kept receiving canned emails stating they were very busy but would get back to me. On 12/29/2020 a stranger down the road knocked on my door with a mangled package, one that still had a legible address/mine. Upon receiving the pkg I knew I could not gift this, it was mangled and not gift worthy and the only logical solution was the delivery (FEDEX) company must have left our pkg in the snow bank where a plow evidently picked it up and deposited it a mile down the road.
Again I explained the situation and received another "thank you for contacting Cuddledown, we will be in touch". At this point I had decided I would donate the sheets to a local shelter.
Then on January 8th I got an email stating I could return for a refund: to late, mangled pkg was gone. I then suggested this would have been a nice email to receive when I notified them of our experience with the snow bank delivery and the plow! I am still waiting for a resolve from the higher up that my email was supposedly forwarded to. What a nightmare!
Now to put a little frosting on the cake, I am getting monthly charges of $14.95 they claim I signed up fora VIP account, something I can neither afford or remember signing up for. Also they tell me they will cancel as of today, but cannot refund because it is in a pending status...
Do not order from this company, they have just the rudest CS people I have ever encountered and never get back to you.
I resolved the issue, I filed a complaint with my American Express company, charges in dispute will be taken care of today!

White their products are great, this company needs to improve their customer service and inventory management,
I ordered a comforter in honey color along with matching sheets and shams. The comforter arrived in bright yellow while other items were correct. Customer service insisted that the canary yellow was the « right color » for honey... ignoring the fact the the matching pieces were not the same... I returned it with request for replacement. I was immediately reimbursed for the first and charged for the replacement. The order notice came back without delivery date so i waited, and waited. Meanwhile the same comforter went on sale and i requested an adjustment for the price since it was not yet shipped. I was notified that this comforter is back ordered for months and was not offered the price adjustment, so i. Cancelled the order. Although I really like what I received so far, dealing with customer service is not something I want to do again. The customer service is not staffed with Americans, unless the policy is to just hire people with Asian accents.

What can I say? I should have trusted the other reviews I read. It is simply not worth ordering from Cuddledown if there is ANY possibility that you will want to return the items. I bought pillows as a gift for my mom and she wanted to return some of them. We were told "no problem, there is a return label in each of the two boxes." In fact, there wasn't, so I went online and requested them. My mom also made at least three phone calls requesting one. She's a pretty calm cat, but she reported to me, "In two instances, I actually found myself shrieking into the phone, 'JUST SEND ME A RETURN LABEL!' " (This is no small thing -- the price to return them without the Cuddledown label is $50/box.) She finally was able to return them after several weeks of calls and emails and requests. I made the purchase on 9/1/20, she started trying to return them a couple of weeks later and... I JUST received confirmation on 12/15/20 that they had been returned and my credit card had been refunded. (Even with the labels, returns are $10/box, FYI.) It's just a huge hassle to deal with these people and I would recommend another bedding company.

The online site would not let me put any items in my cart so I called customer service to order. After 25 minutes I gave up hope on the clerk understanding English so I ended the call and phoned back to get a different clerk. 15 minutes later I had my order in. I was able to get 2 out of the11 items I requested. A day later I got a notice that my credit card was wrong and I need to call again. No thanks. My daughter went to a different company and had my order done in about 10 minutes. My $500. Order and all future orders through them are gone.

I purchased a $400,00 comforter. I was happy with the comforter. However, there were too many feathers around my bedroom so I called to get an exchange. Cuddledown said "yes" and said they would get me me a return label by mail in 10-14 days. A month passed and no return label. I called a couple of times and they assured me the return label was on its way. Finally I asked that they email me a return label and they said "yes, in 1-2 days." It's now 4 days and I have not received their email. Obviously I will continue calling them. Nevertheless, this is the worse customer service I've ever experienced from a business. Buyer beware!

I ordered one item from CuddleDown and the company illegally subscribed me to their b. S. "v. I. p." service without my authorization. Not only was the enrollment involuntary they also provided no actual service in exchange for the monthly charges. They charged me over $16.00 monthly. I called multiple times to remove myself from this program THAT I DID NOT SIGN UP FOR and yet they continued to charge me month after month. They finally released me from the scam after stealing a total $162.80 from my account over the course of 10 months, ALMOST A WHOLE YEAR! DO NOT ORDER FROM CUDDLEDOWN! It is a scam. They will rob you! Also the item I purchased was garbage quality made-in-China! They illegally charged me over $16.00 monthly. I called multiple times to remove myself from this non-service THAT I DIDN'T SIGN UP FOR and yet they continued to charge me month after month. They finally released me from the scam after stealing a total $162.80 from my account over the course of 10 months, ALMOST A WHOLE YEAR! DO NOT ORDER FROM CUDDLEDOWN! It is a scam. They will rob you! Also the item I purchased was garbage quality made-in-China!

Update: I eventually (after a full year of trying) got my money back by going in person during the pandemic to my bank where my personal banker at the bank called Cuddle Down on my behalf and managed to arrange the refund for me.

I've ordered from Cuddledown several times. They have a good product but their practices and customer service are dishonest and frustrating. I ordered a duvet cover on 10/23 and decided to order the matching sheets and pillow cases on 10/24. That's when I found out that the duvet cover was on backorder until mid December. The pillow cases are also on backorder. From past experience and from the comments here I'm concerned that I'll get stuck with sheets and no duvet or pillowcases. For what these products cost we should be getting top notch service, instead you have to deal with their terrible service and deal with people you can't understand AND who don't understand you. Repeating the order number 3 times is just plain nonsense.

I've purchased an exceptional German flannel sheet set, body pillow cover, duvet cover and slippers.
The sheets were beautiful, top quality and warm. On short, the best flannel sheets I've ever had.
The body pillow cover is beautiful material, but made in China and a foot too long. It would cost me $10 to return it.
The slippers have yet to arrive. I'm worried that if they don't fit, it will cost me $10 to return them.

Pros: good quality
Cons: cannot view online account, shipping costs, return costs.

I've bought from Cuddledown off and on through the years (20+) and have ALWAYS been satisfied. Would have bought more, and more often but, busy lives, missed the sales, etc. Yes, they can be pricey but I've learned that you get what you pay for and if you buy lesser quality you just end up dissatisfied and have to replace things often. They make the best quality down comforters in a good range of "warmth" levels.
I have found employees on the phone to be cheery and helpful. Sounds like they like working there. If I ever win the lottery my big splurge won't be a car but one of their eiderdown comforters! I spend way more time in bed than in the car!

I have never been treated so poorly by Customer Service in my life. I placed two separate orders on the same day for two sets of sheets in two different colors. There was a promotion of 20% off and free shipping. My credit card was charged twice. I only received one set. I called to find out where the other set was and was told the system automatically cancelled my order. The charge remained on my credit card. I was told it is impossible to have been charged ultimately calling me a liar. Customer Service is in the Philippines. I waited three days for a Supervisor to call me back. I finally asked to speak to someone in the US. I got the same explanation. I decided to purchase the second set if I could get the same promotion. They agreed to the 20% off but not free shipping. They have now lost a customer for $13.80. I am sending the first set back and I am told I will see the credit in 4-6 WEEKS! They keep my money for 4-6 weeks. I WILL NEVER ORDER ANOTHER THING FROM CUDDLEDOWN. The worst customer service ever!

The customer service is awful. Ordered a dog crate cover as a gift. Was never informed that the item was on back order before purchasing. Called customer service on three separate occasions to ask when it would be shipped. After the second call I was told someone would get back to me and no one did. Not until the third call did I actually receive a response and that was by email, shortly after the phone conversation and 25 days after the order was placed.

I ordered a nice pair of PJ's and it took over 3 months to get! No communication that it was on backorder. I didn't know until I called to check on it after 2 months! Then ordered a sheets for my mothers bday putting it on 2nd day express. Also ordered another set of PJ's with the 2nd order. NO
Communication that the PJ's had been discontinued and the 2nd day express shipping was over 3 weeks and only getting the flat sheet and the pillow cases and fitted sheet came a week after
That! So this order minus my unknowing discontinued PJ's took a total of 4 weeks to complete!
I had to call a number of times to find out what was going on and that I wanted my $35 express
Shipping charge refunded. If I hadn't called I think I still would have been charged a full $35.
Their products are hight quality but with the shipping fiasco twice, I'm done with this company!