CuddleDownReviews 141

I can confirm that Cuddletown's customer service and business model sucks royally.
After 1 email that I never heard back for, 2 calls, promises of a call back that I never got with the magical Tracking # that 4 departments combined couldn't give me, I was pretty frustrated to say the least. Their response to the time waste they caused me was a joke: "If your package which we cannot provide tracking for doesn't reach you by 7-10 business days, WAIT 5 DAYS MORE to see if it arrives, and then call us. We'll send you another one." I was furious. I couldn't believe Cuddletown offered to ship me another useless, untraceable package when I hadn't received the first one. All the supervisor women sounded like $#*!s on the phone who had no business being in a customer service role. The only person who apologized was a woman on the my last call.

I got my package on the 9th business day and found the product material super soft. While the product delivered (hence the 2 stars), the people running the business operations are total morons. I would not recommend Cuddletown to anyone.

Have spent alot of money at this company over the years BUT in 2019 they dont seem to be interested in doing business. Tried to purchase duvet covers two times. Customer service was bizarre. Language seems to be a problem. The first attempt was so difficult getting my name and address that i finally said goodbye and hungup. Another catalog arrived so I attempted to place the order again. Language was a problem. Eight minutes into the telephone call and I still had not placed my order. I gave up. Frustrating. Ill buy locally. With all these negative reviews... they have a serious problem.

Cuddledown customer service is the worst on the planet. And I don't say that lightly. There was a problem when I ordered on the phone. I never got a confirmation email, and obviously the order was never processed. MULTIPLE phone calls later, and I'm no closer to a resolution than when I started over a month ago. They eventually, without informing me, mailed the order weeks after the fact. But I can't redeem my VIP because there is no record of my order. It makes no sense. And I have talked to multiple people and no one cares. That is the bottom line. Meanwhile, I get charged almost $15 a month for VIP (meaning some reimbursement on shipping and product cost) and yet they are not fulfilling their end of the bargain. I ordered something else way back in July and still, no check for my VIP reimbursement, even though I submitted the information for that particular order. Such a dishonest company, so careless and uncaring. Will NEVER buy anything from them again. Who needs this? Hours wasted on the phone with endless phone calls and no resolution. What a shame. Where are the good companies left in the USA?

Unfortunately I was drawn in by their catalogue, and placed a rather large order for sheets and a mattress pad. The sheet sets were not complete - they only told me this. After order had shipped so I could not cancel. Now I have pillow cases and nothing else for 1 set and a bottom sheet and cases for another. They Will Not process my return label. I cannot send anythoing back and have been trying for over 7 weeks now. Their sheets are not soft as advertised on their site.
Avoid this company!

Be very careful purchasing from this company! Their customer service is not interested in helping the customer! They charge an outlandish fee to send an item, which will then take 2 weeks to arrive. If it is damaged or not the correct item you will then pay another fee ($10) to return the item, and that action will take 4-6 weeks before your account is credited! It is very possible that the reviews on their website are invented! Reviews don't seem to have any relationship to the item. And it is impossible to find a spot to review on their website.

I purchased a set of rather expensive sheets from "Cuddledown". By the time I received, opened and washed them, I decided I will look for another company. Why, you ask. The answers: Their internet servers are extremely slow, some time never moving to the next page. That required me to go back and start again... ugh.The shipment, from I think Maine to Maryland took eight days. I'm assuming it came via conestoga wagon! The slow shipping cost was $21.99 for approximately 5 lbs. The US PostalService charges $14.50 for up to 70 lbs for a first-class flat-rate box, which they supply. I suspect Cuddledown's packing, which entailed throwing the sheets in a box, applying a pre-printed label and tape and then placing it on a truck costs, the company no more than $8 including under-paid labor. That leaves a net of $14.99. Apparently shipping is a profit center. Now for the salt-in-the wound. After washing them, I noticed the flat sheet was a King size... again ugh! I spoke to customer service in the Phillippines and there is no need to tell you what that conversation was like. Their solution was for me to return the sheet with a shipping label they would send in 4-10 business days. Again by wagon? Upon receiving the sheet they would then send a replacement. Based on past experience, I estimated it could take as long as a month to receive my replacement. When they finally acknowledged that waiting a month to use newly purchased sheets was ridiculous, they agreed to simply send a new one. Would you be willing to go through that process to buy a set of sheets? I know I won't do it again.

At various times, I ordered bedding from this company but the last purchase in April 2019, I was automatically entered into their monthly membership program at $14.95/month. I have no idea what this encompasses but I quickly called them when I received my Chase statement and saw this as a purchase. I was livid. I called their customer service number and was rerouted to an overseas Asian customer service contractor. When it was established that I wanted this purchase reversed, the phone went dead. I had to call back, and again, I had to be transferred twice before the third attempt to be rerouted back to a US customer representative who tried to say that I signed up for it. She was so caustic and sarcastic it was all I could do to stay civil. She told me I would be issued a credit so if I don't see in two days, I'm calling Chase. Be very vigilant when dealing with this company... they are scammers!

I recently tried CuddleDown. The product is good, but apparently, by making this one time purchase, I inadvertently joined a program that would cost $180 dollars a year! I looked back at old emails and I did receive a "Welcome to CuddleDown VIP" email after I placed my order. I thought that I was just creating an account to be able to track my order. That assumption was wrong. After seeing the charge on my credit card, I read through the email again, and at the bottom it does say that they will charge you $15 dollars a month. I think that is a sneaky and unethical business practice. I feel like I've been scammed.
The company says that my credit card will be refunded. Hopefully that happens, but at this point I don't trust them at all and will not try them again.

Their call center is in the Philippines. They can speak and say they understand. Problem is they don't comprehend any questions. Then I got transferred to a rude us rep. Tried to leave a message on their website. Really need to keep your call centers out of the east coat usa and Philippines. Can't trust their products if they can't do decent customer service. I was going to order but will look elsewhere. There are plenty of other choices. They don't take PayPal' so I'm not giving my credit card number out of the country. They lost a customer. It's not luxury service if it's rude.

Cuddledown -- with it's cozy name, charges 1/3 again in shipping and handling. But then they offer to make you a VIP member for free shipping and a small cash back -- this offer will come to you in the mail or via email and you can fill out paperwork to get your little check for $10. BUT what is not clear, is that by becoming a VIP member, you will be charged $14.99 per month which will be automatically debited from your account (if you pay attention to you account that is how you'll find out this is happening). How many sheets/towels can a person buy? How is this cost effective? Essentially, Cuddledown is extorting you for about what, $180 a year? Allegedly you have a 30 day "trial" period in which to cancel (a practice they don't even acknowledge to begin with). They say you can just call and cancel but my experience involved about 4 or 5 attempts to stop them from automatically debiting my account. Their products are fine but their business practices are mildly sinister... made even more so by the friendly name.

I placed my order with Cuddledown and did not click on accepting VIP Club.
My credit card was charged $14.95 for first month, after what they say is free 30 days trial.
If Someone is unaware or does not check credit card closely they will get away with charge monthly. I called customer service (need special VIP customer service) they explained charge and did cancel and refund amount. I doubt I will ever order from them again due to this and it is a shame the products are interesting.

For the first time, I ordered sheets from Cuddledown and when I order they showed "in stock". I was willing to pay $15.00 for expedited shipping but when my order arrived the fitted sheet was on backorder. They never notified me. I placed the order on 3/10/19 and the fitted sheet will not be available to the end of April. Not sure if this is intended deception or just poor marketing. Either way it sucks and I'll never shop with them again.

I have been e-shopping at CuddleDown for many years but something has changed. As I was completing a purchase of a comforter, I noticed that the shipping charge was over a third of the cost of the item. I waited for a sale that offset the price of shipping so no benefit from sale really. In an age when most vendors provide free shipping either for all purchases or those over $35-$50, the CuddleDown vip club is ridiculous. I can purchase what the other partners sell from places that don't charge for shipping. No one should fall for this scam and I will never buy from them again.

I ordered several items at the end of December including a $459.00 Level II duvet. I received only one package but thought nothing of it as many of the reviews stated they waited a while for this item. Upon further inspection, I noticed the box that I received said 1 of 2. I called the company to ask where my duvet was and they said someone would call back. A week later and no one called so on day 28 I called again and spoke to another customer representative who said there was no one to help me at that location. He then transferred me to cooperate where another man told me that it was too late to file a claim! He gave me the tracking # and told me I had to follow up with Fed Ex? Really? This is my job? Still no duvet and no solution.

I ordered an expensive pair of pajamas and slippers as a treat for myself. They were not as advertised--very thin fabric, not cozy as advertised, and not the same color as in the catalog. Because they were orange, not rosy colored, the slippers didn't match. Also, I was charged $17.99 shoppring, after I had enrolled as aVIP member to get free shipping and a discount.
So, I wanted to return both. There was no receipt or return shipping label in the box, so I called customer service on November 29. I was told they would mail a shipping label in 7-10 days. No label. Called again. Finally got label and returned items. Now, two months later, I was refunded the cost of the items, but not the shipping THAT SHOULD HAVE BEEN FREE. So I emailed them. They claim the "free shipping" is by rebate--"you have to submit a copy of the invoice to them and they will send a rebate check for the shipping charge, they also have a form to fill out to be refunded for the return shipping". This is not specified when one PAYS for aVIP membership. Cancelled that and will never do business with this dishonest company again.

I own a level 2 down comforter. I was hoping to upgrade to a level 4 as the level 2 is starting to clump causing me and my wife to feel that the comforter is not as warm as when we first bought it. I asked the customer service representative to facilitate a new purchase which could be shipped out without a freight charge. I was hoping to send back the level 2 when I received the level 4. After being frustrated by a customer service rep that wasn't helpful, I asked for a supervisor. This proved to be a total waste of time. I was willing to purchase a $1500 comforter and return a $700! I was only asking to be able to hold on to my existing level 2 until the level 4 was delivered. Me and my wife have both lost a little weight and the uneven clumping that we are experiencing is causing the cold spots to be very obvious. I was literally on hold for 80% of my conversation with a customer service department not at all interested in making me happy. Not only that, I really had such a difficult time understanding the customer service representative and supervisor. Both seemed to speaking on a cell phone with a significant delay and horrible sound quality. Neither one of them had a command of the English language. Totally inexcusable. I should have known better as this is the second product from Cuddledown that I had a problem with. My first go around was with a level 1 that clumped so badly after a short time that I had to send it back and upgrade to a level 2. Time to just get a refund and purchase a new comforter elsewhere... hopefully from a company that prioritizes the customer!