CuddleDownReviews 141

I placed an order on 9/14. As of 10/2, there was no update. I called customer service, and they told me that the order had a different address than my billing and shipping address and that the order had been canceled. The agent was VERY rude and told me that they mailed 2 letters...even though all other communication was via email. The email order confirmation that I received contained the correct billing/shipping information. The agent was very rude and agitated throughout the call. Even after i started by saying I know this isn't your fault.

I saw an article on NYT Wirecutter and unwittingly decided to use their recommendation and purchase sheets from Cuddledown.
I ordered two complete sets of queen size bedding but by mistake I chose queen size deep pocket fitted sheets. I returned only the two fitted sheets together with the paperwork that came with the shipment. I requested a merchandise exchange for two queen size regular fitted sheets. I received notice my credit card had been credited for two items. The credit was issued for one queen deep pocket fitted and a queen flat; not two deep pocket fitted sheets. Naturally there is a price difference. I responded to customer service by the received email that we did not want a credit card refund but two regular fitted sheets. An email response instructed me to call customer service and place new order for the merchandise. Customer service is not in the US but farmed out overseas. Aside from a language issue, I was charged a different amount (higher) than my original purchase, even though they were regular sized sheets. Not a lot. But while waiting on the phone I explored my original purchase and their website. They charge an "estimated sales tax" = 10% of an order. (Sales tax in Lake County, Illinois is 7% and Cuddledown pocks the 3% difference.) Plus shipping!
On their website you need to read very, very carefully to determine some goose down products are assembled in the US otherwise they search the globe. The product I bought was not made in America but in China. I verified with the sheets I kept.
If you're still willing to order from Cuddledown and pay the premium upon for a NYT recommendation, STAY AWAY FROM CUSTOMER SERVICE at all costs! A nightmare. I placed our original order on August 27. It is September 17 and we still do not have the new sheets. They said an additional week to ten days! AND Remember: it is NOT Free 3 to 7 Day Shipping as advertised.

Stay away. Outsourced call center to try and help me. Messed up the order, charged me for extra shipping but order was still only standard shipping, had a problem with my billing address where they needed additional information from me but never reached out until I inquired about where my order was. After waiting a week, she told me that the verification process / remainder of order processing would take another 5 - 7 business days. I said to cancel the order and she did. I explained that I would very much like to give them the chance to explain their side of the story, they declined. I asked to be transferred to a supervisor, they said there wasn't any available. I said, "I'm getting ready to write a review on this experience, is there anything you would like to share", she did nothing to try to retain me as a potential customer and said, "Have a good day" click. Haven't dealt with service this bad even if I was buying something far less **AIRQUOTE** luxury. Dumpster fire of a company.

9 days after ordering an "in-stock" item they cannot get it shipped, saying Fed Ex has not picked it up. Cancelled the order, they they say it can take 6 weeks for a refund. Chargeback time.
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I ordered a set, bedspread and matching shams from Cuddledown. Within a day of receiving the shams, I was informed the bedspread was no longer available. I returned the no longer useful shams after being told over the phone that my shipping would be refunded since they cancelled the bedspread. I re-ordered a set in another color. Long story short, I didn't get the shipping credit of $25.99. I called and they went round and round without a clear explanation. And to make it worse, the 2nd set I got at full price is now heavily discounted and that's within about a month. They don't seem to care much about their customers. Poor customer service so won't be purchasing there again. Buyers beware.

I ordered a quilt and 4 shams. The order went through the website without problem. I then received the package containing only the shams and a note stating the quilt was no longer available. There was a shipping charge of $36.80 ( was free shipping with the quilt included). So now I have to send the shams back at an additional cost of $10.95. So I have been charged $47.75 for absolutely nothing, and the inconvenience of having to ship it back and confirm the reversed charges. This is terrible customer service. I should have been notified and given the option to cancel the order. I have many Cuddledown products but will not purchase from them again.

I got sheets 3/2022, they were ok, always look wrinkled.
THEY SCAM YOU BY GIVING FREE SHIPPING BY BEING A MEMBER (OF WHAT?)
THEY CHARGE YOUR ACCOUNT $13.81 EVERY MONTH (17mo X $13.81=$234.77) that is what I paid for shipping
Thought the free shipping for spending over $100. It is NOT CLEAR THEY WILL CHARGE YOUR BANK MONTHLY.
I SET MY BANK TO NOTIFY ME OF CHARGES 2 MONTHS AGO TO FIND THESE CHARGES.
I'm retired can't afford $234 for 1 set of sheets costing me ½ of what they have STOLEN from me with there scam.
Do Not buy Cuddle Down if you don't want them to SCAM you

My order never arrived. I phoned customer service. Turns out, they cancelled it without telling me. Why? There was an "error" in my billing address, because they couldn't figure out that DC means District of Columbia.
Once that was resolved, the rep — whose English was heavily accented and had clearly never heard of Washington DC - subjected me to an aggressive, lengthy and incomprehensible sales pitch for some sort of discount program involving other stores. I said "No I don't want it." So she cranked up the pitch all over again, only more aggressive. I am concerned that I may have been scammed and will be hacking my credit card statement carefully.

Called today to redeem a gift certificate. Was placed on hold 4 times and transferred 3 times with a 5 minute wait each time before I gave up. My mother spent $100 on a gift certificate that I don't seem to be able to redeem. Horrible, disgraceful customer service.

A few years ago Cuddledown was purchased by PGI, an unscrupulous conglomerate that owns approximately 14 catalog companies. Having worked for Cuddledown before and after the acquisition I can attest that their quality has diminished precipitously. They care as little for their customers as they do for their employees. Their cardinal priority is to peddle the shady VIP program. All other matters such as product and customer quality are of secondary or even tertiary importance. Whereas the pre-PGI Cuddledown prided itself on its exemplary customer service and sterling products, the current company is as bereft of pride as it is of integrity. It is with profound regret that I strongly advise you to seek your bedding elsewhere.

After yrs finally a favorite print showed up on sale. Super price, enough choice, beautiful product. That said, got dinged 13.99 for shipping PLUS A $2 SURCHARGE FOR FED EX SHIPPING. FED EX lost our package for 2-3 days so we had to post someone at home to recieve. Let me say FED EX sucks too re customer service, you just go around in circles, they never say "no, cannot be done". They just say nothing. Sorry oldsters here don't know how to post photos but my duvet cover is beautiful! K ellis

I keep careful track of my rebate receipts. I submit them every month. Most of them are 5% rebate amounts. On my last rebate check they listed only 6 items. I submitted 9 receipts. One of them was for DressBarn but that retailer is not part of the MarketPlace Rebate program (my bad!)
All of the 6 items accepted were less than 5% amounts. For example, my Sam's Club purchase, which I picked up from the store (no shipping charges) was for $492.17. Five percent of this is $24.60. Cuddledown rebate only paid $23.76. This was the same for all rebates. They were approximately 3-4% less than the amount owed. I am on the phone with them and they just explained that they only pay on the Net Amount of the receipt. That was news to me. So in future, I have to calculate the taxes, subtract them and only expect the 5% rebate to apply to the receipt amount, less the taxes.

Their customer service is a call center in Asia and you cannot understand the CSR, they are unresponsive to the fact that only when you receive the order do they tell you half of what you ordered was not available. I ordered three items received one! Awful company.

I ordered a nightgown for my 90 year old mother on January 1st. After two emails, four phone calls to their offshore call center a manager finally got the order shipped. Almost a month for an in stock item.

You would need to purchase hundreds of dollars of linens to make their VIP monthly program cost of subscription worthwhile. Their shipping rates are sky high but they do not explain you are charged MONTHLY for the VIP status--who purchases linens every month? The cost of maintaining a monthly subscription is more than shipping or any "rebate." Good luck ever getting a rebate. Cuddledown must provide a "detailed invoice" which they promise to email in 7 days but never happens in order to process a VIP rebate. They yes you to death then run you in circles about how YOU must PROVE you purchased anything at Cuddledown. Yes, that is right--the customer is the problem after they take your money. I spent several hours on the phone and exchanging emails. They wear you down with emails telling you to call and during the call, promising to send the required invoice which never arrives. Its the definition of a scam and most of their customers are women who give up after several weeks of no results and always the same "answers." This is the worst customer experience--money is taken and no service received but instead a mind boggling wearing down of the customer, designed to make them give up before they get what they paid for.

PLEASE DO THINK TWICE about ever doing business with this horrible company! I placed an order, gave my credit card information, and was promised delivery within a week on November 17,2022. Two weeks later...still NO ORDER. When I called to inquire, I was passed from one to 6 DIFFERENT CSR's! On to a supervisor, who claimed the order was "cancelled" but REFUSED to give me my money back or EXPLAIN "who" cancelled my Christmas order! NEVER trust them with your information!

1. Their website freezes each time you try to order anything.
2. Calling in an order necessitates trying to communicate with someone for whom English is probably their third language.
3. Beware of absolutely huge shipping charges!

They have this scam going where they charge exorbitant shipping and when I called to talk to them about that, they sold me this "VIP Program" where all you do is submit a form and you get the shipping cost back plus a 5% cash back on your purchase. For $16 a month "But you can cancel at any time." Hmm. In a moment of weakness--because I had spent a couple of hours choosing the items from their website-- I agreed to this. I placed a large and costly order. I got an email saying my order was being processed. Then I got an email saying my credit card was no good (which was ridiculous, as I entered the digits correctly and there is no problem with my card.) Then I got another email saying my order was on the way. I called them and got such a garbled response that I cancelled the order and the VIP membership. Then I kept getting "your order is on the way" messages. I still need to check and make sure they did not charge my card. What a mistake to deal with them. Overpriced and this VIP BS. Shipping charge was going to be $71! I have never seen a shipping charge that high unless you were shipping furniture, not bedding. Never never never order anything from them.