CuddleDown

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.

I ordered a comforter cover and 2 pillow matching pillow shams in December for a February wedding. The comforter cover came right away, but I never received the 2 pillow shams. The wedding came and went and I had to go out locally and purchase a linen gift for the bride. I have been attempted to return the comforter cover for over a month, as I no longer needed it for the wedding gift. I have called customer service ( a misnomer for them) and requested to initiate a return for the comforter cover. I have been told during 8 phone calls that (1) the return shipping label is in the mail, (2) that they do not send return shipping labels, (3) that I cannot return the comforter cover because the 2 pillow shams are still on backorder and I cannot cancel them, (4) that they have no record of the order number, etc. You get the picture. I have also been told that my problem has been escalated and that I will receive a phone call from the escalation department. That was weeks ago. Everyone I have talked to has been challenged with the English language and has been difficult to understand. One of them even suggested I use the comforter cover myself. One "manager" hung up on me. I have given up.

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.

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 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!

A nightmare dealing with cuddledown. I've spent about four hours on the phone over two weeks including one hold wait time of 55 minutes (but so desperate to get my problems resolved I held) They never sent my order even though I paid extra for two day shipping. After two days I called to see why I hadn't been sent a shipping notice-- they said they couldn't process my card because when any order is over 300$ they have to verify identity first. I asked why they didn't email or call to tell me this as it was obviously a time sensitive order. They had no answer. I was transferred to about five people several hardly knew English. Then I was supposed to get 10% VIP discount but two said I wasn't signed up, one said I was, then two more VIP reps had no clue but said try faxing my receipt when it comes and in 6 weeks maybe I'd get the discount. Long saga short I finally cancelled the order and begged them to go away I can't handle the stress for trying to order 600$ of bedding it should be very good service. To this day two months later a credit card charge shows as still pending from cuddle down. They said they can't remove it unless I give them contact info and a fax number for someone at my credit card company. Sounds precarious and fishy. This is ludicrous. I'm just cancelling the credit card now so they don't incompetently run the charge through for products I cancelled and so didn't receive. Insaine!

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.

I placed an order for a duvet cover with matching pillowcases. I was charged shipping at the time of the order for both, but Cuddledown only shipped the pillowcases. They sent a slip with the pillowcases that said the duvet cover was on backorder and then... nothing. No email, no phone call, nothing. I finally logged into my account to find out they canceled my order for the duvet cover and it's now out of stock. So I returned the pillowcases and had to pay return shipping. My account was credited for the pillowcases, minus return shipping. But they didn't return the initial shipping cost I paid for the duvet cover I never received. After several emails back and forth with customer service, they finally agreed to return the shipping cost I pay for the duvet cover. A good company would have told me my order was canceled and returned the shipping for that item. A better company would have refunded all the costs. I'll not be ordering from them again, there are other better companies out there.

I ordered four sets of towels - monogrammed - for Christmas gifts and was assured
They would arrive in time though I would have to pay more for expedited shipping which I did. Needless to say they never did arrive before Christmas and every time I called to check on them it took forever to get through to customer service which when I did, they just said the towels would be arriving soon.
They did refund me $30 which did not come close to the cost of 'expedited' shipping - not to mention the fact that I had to send them on when they did arrive because the kids for whom I ordered them were only here for Christmas and live in NY and SC!
Both daughters-in-law who received the towels said there were many loose strings and they are not as absorbent as described and take forever to dry!
The company is supposedly headquartered in Maine, but they in no way exhibit the same work ethic or quality that I would expect from a local Maine company.
The bottom line is that I would NEVER order anything from this company.

This company must be under new ownership. It is NOT the company I dealt with many years ago. My last several orders have been disasters.

First of all, they LIE on their website about whether or not items are available, indicating that the item is "in stock." However, once you place the order, they then tell you it will be FOUR weeks before they ship the item. If you attempt to cancel an item and reorder something that actually is in stock (supposedly), they charge additional shipping charges. And their shipping charges are EXTREMELY HIGH - no doubt, they pad the charges for profit or don't offer their corporate rate, as most reputable companies do. I went around and around on the phone with one of their "customer service" reps about how it was "my choice" to re-order and, therefore, I had to pay the additional shipping. This after a previous CS rep told me to call back to get shipping waived. Unbelievable.

In the past, when I cancelled an order due to their error, they went ahead and shipped it anyway. I had to dispute that charge with my bank.

I ordered a cover from them, and THREE times, they sent the wrong size - labeled incorrectly. I finally tried to cancel and they fought me on it.

If you try to call regarding an existing order, you will get a foreign call center person that does not speak English well and cannot understand your questions. They just keep reciting from script.

They try to push their frequent buyer program, for which there is a charge, and which is administered by a different company. Impossible to deal with as well. Once they have your money, good luck getting it back.

I can't believe I was stupid enough to try again. Never, ever again. Disgustingly evil people.

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 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!