BUYER BEWARE! I have ordered dozens of these pillows from Cuddledown over the years, which is quite an investment given the hefty cost of one pillow. On January 31st, 2023 I purchased 5 new pillows for a grand total of $3800, at which time I decided to join the Cuddledown VIP program at $18/month to get the 10% cash back and free shipping on my order. In checking on my VIP account/the rebate a few days later I noticed that the pillows were now 25% off! Since my pillows hadn't even arrived yet, I emailed and called customer service to find out if Cuddledown would just honor the discount and refund the nearly $1000, or if I needed to cancel the order or return the pillows unopened, and rebuy them at the discounted price. I was told both times (in email and by the customer service representative on the phone) that returning/canceling the order wouldn't be necessary and that they would simply refund the money (which makes both logical and logistical sense!). That was back in February. Since then, I have traded over a dozen emails with Cuddledown customer service, and while each time they are very apologetic, they say the issue had to handled by Cuddledown's escalation team in the 'main office' or by a group called Potpurri Group (perhaps their parent company). My last email to them was two weeks ago, and when I called customer service today, after explaining the whole story AGAIN, I sat on hold for over 22 mins and then was disconnected. The pillows are lovely, but SOOO EXPENSIVE, and their customer service is apparently trained just to give even VIP customers the run around and nothing more! If you are ok spending thousands of dollars on items that you will not be able to return or get resolution on then put your money at risk! I am escalating this directly to my credit card company and will not be purchasing from Cuddledown again, which is not a smart business move on their part since what they save in not refunding me $1000, they have lost in the thousands of dollars of future business I am now taking to Pacific Coast which has beautiful feather pillows and excellent customer service. https://www.pacificcoast.com

Wasn't informed part of an ensemble wasn't available.

Just like a post below: they didn't contact me when it turned out one part of an ensemble I ordered wasn't actually available. I saw the problem when I was checking the status - and that item was listed as "canceled." I called to inquire as to what was going on, and when I was told the item wasn't available, I tried to cancel the order and was informed that this could not be done because the order was "already in the warehouse" - although it hadn't yet shipped, which doesn't make sense to me. I spent more than an hour on the phone, transferred and transferred and transferred and then dropped. I was told it was my fault because I had placed the order online instead of by phone. I was threatened with being blacklisted by 15 catalogs if I disputed the charge (a pretty meaningless threat at that point as I never want anything to do with any catalog that uses this customer service call center - in India). The order status keeps switching between the items in question being shipped and canceled EVERY DAY - and none of the amounts on the various daily versions of "order status" match what I was actually charged. (I attached three relevant screenshots.) Currently, they are showing as "shipped." We'll see - if the package ever arrives.

I wonder if the weird charge on my credit card includes VIP (whatever that is; I certainly didn't authorize it).

The package has been "delayed" and is about to cost me the only vacation I'm getting this year - a two-day camping trip, already paid for - because I'm waiting on the package I didn't want and will refuse. And now I have little hope that I will ever see my refund. This is the WORST retail experience I've had in decades. I've bought from Cuddledown in the past, and the quality is good, but no level of quality is worth this infuriating frustration. The WORST part is feeling so helpless to get through to anybody when there's a problem. You've got Customer Service with the call center in India and that's it. It was a big order and I can't afford to lose that money, and based on my experience, and those of posters below, I anticipate trouble getting my refund.

With the unauthorized VIP accounts (don't they know what happened to Wells Fargo?), I smell a class-action lawsuit coming on. If that's why my charge was weird (can't tell since I've never received my order), sign me up!

Ordered a set of Lui Floral Sheets, pillow cases, duvet and paid for the order online. Received a confirmation email of the order. Waited week after week for the order to arrive. Finally called the company. Cuddledown said that because I had an purchasing issue with another company that they owned called "THE COMPANY OF DOGS" my order was cancelled without notification of any kind. (The purchase issue at THE COMPANY OF DOGS was that they sent me the wrong product and asked me to pay for return shipping of the wrong item that was shipped. The product I purchased was approximately $270 in value, but was incorrect. Return shipping could run as much as $60.00. I asked for a shipping slip to return the wrong product during four separate phone calls, but it never arrived via email or USPS.) In any event, I asked why it would matter what happened at THE COMPANY OF DOGS when my confirmed order was for a purchase at CUDDLEDOWN, a different company. (By the way, they did charge my AMEX for the wrong product.) They said they owned both companies, and had flagged my current order at CuddleDown. So in summary, they - Cuddledown/The Company of Dogs - sent me the wrong product valued at approximately $270, would not send me a shipping slip to return the wrong product, asked me to pay for return shipping up front for their mistake - approximately $60.00, and then confirmed/denied my order at CuddleDown. Hummm... something is defintely fishy there. Not even an apology from their customer service rep after they admited sending the wrong thing... I won't do business with either company. Very shady business dealings in my opinion...

First, I have purchased CuddleDown products from the Maine store in the past, with positive results. I never, though, ever had to work with their customer service department.

I recently ordered an all-cotton bed pad from CuddleDown. The website said 'in stock' but a week after I ordered it my order status said 'back-ordered'. I called customer service (Philippines call center) and it took forever to get the agent to understand the nature of my call. He finally told me that the item was indeed in stock and that it would ship out right away. Three days later my order status still said 'back-ordered'. So I called customer service (Philippines, of course) again and asked why I was told it was in-stock when even the website now said 'back-ordered'. Again, it took a long conversation for me to get him to understand the reason for my call. I asked repeatedly why the prior agent told me it would ship out immediately and was in-stock, when it wasn't. This most recent agent seemed confused, and angry at times, that I was wanting a satisfactory answer. So in frustration I asked to speak to a supervisor. I was told the agent could not do that because it wouldn't help and that the supervisor could only tell me what the agent told me. In utter frustration I said that I would call the CuddleDown corporate office in Yarmouth, ME and said good-bye. I called the corporate office and was happy to actually hear an American voice. I started out by saying that my experience with their outsourced Philippine call center was beyond horrible. The Yarmouth agent said he was sorry about that and I explained why I was upset about the confusion with my order, and that I simply wanted to get answers to the questions the call center could not/would not answer. He explained that there was a quality control issue with the item I ordered and that they were checking each item before shipping it out. I asked why the call center agents didn't explain this to me, rather than say that "it would ship immediately" or that "it was back-ordered" until mid-January. I told him that the customer service (Philippines) was so bad that if not addressed, CuddleDown would surely lose more and more customers. I then asked to speak to a corporate supervisor so that I could relay my deep concern about their Philippine call center customer service level. He said he would transfer me right away. I was then transferred and got the manager's voice mail. Wonderful! I left a polite message explaining why I was calling and asked for a call back as soon as possible. Two days later, I'm still waiting for that call back. Sadly, I'm not really expecting to get a call back. So all this said, I will just patiently wait for my all-cotton mattress pad to arrive and then will NEVER, absolutely NEVER, buy from CuddleDown again.

It's sad to see a good company fall so far in both product quality and customer service. So stay away and find a better solution/source for your bedding products. Because if you ever have to deal with their customer service, be prepared for a nightmare experience.

June 7 I sent cuddledown this complaint. It is now July 1 and they have not even responding to my complaint. I called them today and their only offer to me was to reorder from them. Note they have changed their FAQ sometime in the last 3 weeks so the quotes below are not there anymore. Original email:
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I would like to complain about the worst customer service I have ever experienced in my life.

I put in my order on April 24 and the confirmation email I recieved stated I would get additional confirmation emails within 24 hours. However I did not recieve another email until April 29 when my order was shipped. I also recieved an email on May 2 also stating that my order was shipped - I do not know if there were two shipments or not.

According to your website, https://www.cuddledown.com/CustomerService.aspx?p=lbShipping&page=Shipping+Information
"A freight surcharge of $25 will be added to each shipment to Canada." and
"For orders shipping to Canada:
FedEx International (5 - 7 business days) add $25.00 + Standard Shipping Charge."
I should have been charged an additional $25 on top of standard shipping charges, but was actually charged an additional $35.

When I track my order on your website, it says my order was sent by "USPS Air" not FedEx and there is no way for me to track my package.

According to your website, https://www.cuddledown.com/CustomerService.aspx?p=lbShipping&page=Shipping+Information
"For orders shipping to Canada:
FedEx International (5 - 7 business days) add $25.00 + Standard Shipping Charge."
I should have recieved my package in 5 - 7 business days. When I did not, I emailed your support on May 9 (CSE: yJUyK7, TKT: Zgh0wR).

When I emailed your support, I was told "Please expect a reply shortly". I finally got a response on May 17,8 days later. The response stated that "Out of country orders generally take between 2-5 weeks for delivery" which goes directly against the 5 - 7 business days stated on your help page.

On May 15 and May 18 I was asked to review my purchase, which I obviously had not yet recived.

It has now been over 6 weeks since I placed my order and I have still not recieved it.

Is there anything you would like to say before I post this review publically and do a chargeback on my credit card?
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