CuddleDown

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.

I bought a king sized down comforter from this company back in August of 2017 and paid extra for 2 day express shipping- I never received it as of December 2017, when I called customer service they told me it was on back order and if I wanted to pick a different color that it would be shipped out the following Monday. Monday came and went and it was never sent out, now (2 weeks later) I called their 1-800 number and customer service is telling me that they haven't been able to get to my order yet because they fell behind on their orders after a snow storm- This company is so unreliable and unprofessional.

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.

Bah - humbug. They ruined my Christmas. I ordered 2 pillowcases and a nightgown for my mother as a Xmas present on November 29,2016. On December21 i called them because the order had not arrived. The claimed to have required proof of address in a letter they mailed me even though they had confirmed the order by email and that was the reason they gave. They no longer had the nightgown in the size I wanted but I agreed to a larger size. They said the would overnight. Today, on the 23rd I got the two pillowcases but no nightgown. I phoned twice because the first person I talked with only took new orders and told me to call back. I was finally told that they cancelled the nightgown yesterday because the 4 they had left were defective. No phone call or email about it. I now have to drive 30 miles to a mall and find a gift. I will never spend another penny at Cuddlefown as long as I live

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.

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.

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?

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.

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.

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 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!

Wow, what a strange experience. I wanted to exchange my two down pillows for a softer firmness, so I called the customer service number and found myself speaking to a call center in the Philippines (I'm pretty sure it was because I used to set up call centers in the Philippines myself for companies wanting to save money). The representative had no idea what to do with my request, so he transferred me to another customer service rep who sounded American. I was shocked when she said she was not familiar with Cuddledown products, but advised me (in between long intervals of silence) to write the return address on the box, pay for return shipping myself, and enclose a note with the item number of the item I wished to return. I said, "Can't you just send me an email with an RMA and shipping label like everyone else?" Nope. At this point, I wondered if I had accidentally ordered off a fraudulent website. Now, I'm just going to return the pillows rather than exchange them and hope they'll refund me.

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.

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 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 ordered a 600 fill down comforter only to see it snowing feathers when I took it out of the zipped allergy casing one month later. I wanted to take the comforter out to fluff it, per the care instructions. What a nightmare! Feathers were literally flying like a snowstorm.
I have confirmation that this returned comforter was received but Cuddledown still won't issue credit after 2 months. Thank goodness for credit cards as this transaction was $300!
I have emailed Cuddledown via their website at least 6 times and have Never had a response. On the phone they say they will transfer you to customer service... only to have the line drop!
They used to have great products so I hadn't had any reason to complain or return an item, but since last fall 2016 I have been overbilled, billed for items that were cancelled - via email and on the phone with a person, and made numerous phone calls to try and straighten out the billing mess.
HORRIBLE Horrible company to deal with and the product quality has declined to the point this is one of the biggest rip-offs around. Don't get me started on the outrageous prices!

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!

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