AVOID CUDDLEDOWN and their fraudulent "VIP Service." I was a customer of Cuddledown for many years, however, no longer. They used to be a privately owned company and the majority of their products were of good quality, made in the USA. In 2013, Cuddledown was bought by "The Potpourri Group" and Cuddledown has become nothing but a fraudulent company. 95%+ of their items are from China: They like to use the term "imported," which is just a guise for "Made in China." $25 FOR SHIPPING, for even the smallest order. Their Customer Service is the ABSOLUTE WORST ON THE PLANET: It is the Customer Service Dept. from hell, talk about "Kafkaesque" -- what a nightmare. They are based in Asia somewhere and are of no help whatsoever. I could go on and on about the bad experiences I have had with them of late, but suffice it to say, do yourself a favor: Save your money, time, and avoid the aggravation; you can find nicer linens elsewhere at less cost. If I could give Cuddledown a "0" rating instead of a "1" star rating I would -- I wish I could give them a "- (negative) 25" rating. It's a racket. read more

Please read all other reviews and BELIEVE them because they are very true. Like others I too ordered from here thinking this is US based business and I did not mind paying a bit premium if it meant quality bed linen. However, I have had nightmare experiences. I ordered a couple of sheets & comforter (Made in China) which was very poor quality- better stuff at Target for fraction of cost. I also ordered a mattress heating pad for which I paid $200 which upon receiving I learned was a Serta one which amazon sells for half the price. I promptly returned it too but never got a refund even after a month. I called CS (Philippines) and when I asked for US CS, they just forwarded the call to another non US person to another (I had 4 attempts today after which I hung up & called the retail store). Frustrating !!! Moreover, their VIP program is the biggest scam. Not enough to pay $14 plus a month, you even have to jump through hoops to get the free shipping. Again kept transferring me to different people. I am not sure how this business operates but it is a total SCAM. A complete scam.....avoid at all cost. Poor quality & Horrible service with scam "VIP" program. read more

Cuddledown is a very difficult company to interact with. They do not notify you if items are on backorder until after the order is securely in place, they ship things very slowly even when in stock, and their customer service department is utterly useless, including the supervisors- no information, no recourse, no solutions available. An order placed 12/3/21 as a Christmas gift, was partially available, took weeks to ship, and took the slow boat to China... pieces for Christmas arrived 1/6/22, 1/7/22, and 1/18/22. That is over one month for available items when ordered. We live in difficult times, I understand this and can be patient, the courtesy of information and a glimmer of respect would have been appreciated. I will never order from this company again. read more

I want to preface by saying that the quality of my linen sheet was what I wanted, but each order has been a bit frustrating. - When I ordered my linen sheet, I accidently ordered a fitted sheet. On each product page, multiple similar products are shown as if you're on their product page. After looking at product details, I accidentally ordered the wrong thing. - The website has no order cancellation process. For my first order (linen sheet), I sent a few emails through to customer service and got not response. So, I had to call their call center. Fortunately, I was able to cancel the order on time. - My second order was a duvet cover. After ordering the cover, I noticed that the order status said "backordered". Since it was the weekend, I tried the customer service email a couple times. As soon as the week started, I called to cancel but they said it was already shipped. - The call center is friendly enough, but it feels clear that I'm not talking to someone who can help me. Summary advice: - Don't allow product pages to list multiple items in the same way. By that I mean that similar items will be listed on a single item's checkout page as if you're checking out for those items. - Remove your customer support email if you aren't checking it. Also, I rarely get a confirmation email that my message was received. - Make it clearer when an item is backordered. - Make it possible to cancel through the website. I'm going to have to wait until the duvet cover arrives and then go through the trouble to send it back even though I attempted to cancel while it was backordered. read more

My experience with Cuddledown was pleasant, the products received were delivered promptly, and were of very nice quality. I discovered Cuddledown while researching Christmas gifts for friends and family. I am not normally a high-ticket shopper, but I felt especially generous this year and sought out some more luxurious options. I bought several items during their holiday sale; most notably a 900 "fill power" goose down pillow encased in silk ticking. Additionally, I bought a silk pillowcase to complete the gift. Being no expert on fine cushions, I cannot speak to the true value of the good, though I am satisfied with the product. Navigating the website and ordering was a simple process - I found everything quickly. This particular item was a sort of specialty, and so the description page clearly informed me that manufacturing time could delay the delivery. However, I was pleasantly surprised to find that my items had been passed to the postal service a few days after payment. I was given the option to join a VIP customer loyalty program for around $15/month (which I declined). The prompt was very clearly presented to me before the final purchase. Some other reviews mention unsolicited automatic enrollment, but I will have to wait a few weeks to see if Cuddledown is errantly charging me for the vip program (so far all is good). In order to check the status of your purchase and to begin tracking the goods, you must enter your last name and the order number on another section of their website. I had not bothered to record my order number at the time; but the negative reviews imparted skepticism. Soon after, I called their customer service department to request my order number. Be aware that they have likely outsourced their customer service department overseas. Regardless, the lady whom I spoke to was courteous, commanded a good accent, and was able to promptly find and recite my order number. She was helpful, but I doubt that she was familiar with much more than the company catalogue. The items received were of good quality and, although spending as much money as I have was disconcerting, I am satisfied with my purchase. They offer a plethora of more affordable products, but I wanted something special this year. Despite what I've read about the company so far, there appear to be people at Cuddledown that do care about the customer experience. If you decide to conduct business with this company, then I hope your experience is as professional as mine was. read more

WARNING Really long shipping times: Shipping Provider / FedEx SmartPost. Scheduled delivery: Wednesday 12/02/2020 - I ordered this on the 4th of November, it was shipped promptly on the 6th of Nov. Here is the problem: Cuddledown uses FedEx SmartPost: My package not due here for ANOTHER 2 WEEKS = One month shipping time from Maine to California. I know this is a CUDDLEDOWN corporate decision, and based on cost and profit. Not the fault of store staff, but the store team should warn it's customers, one month shipping time. I would never have thought a month. Very disappointed. read more

They offer a VIP program which suggests you are going to get 20% off (10% off plus free shipping) and it is free to sign up. The next month they would hit you with a monthly charge. I signed up and submitted my receipts to get my $50 back immediately. One month later, they still had yet to process my refund. I emailed and asked if I had to maintain the monthly fee to get my $50 refund and they assured me that I did not. Fast forward 9 months and 5 emails later, I'm still waiting for the refund. Every time you write them, they ask for some different documentation like the original claim number apparently in the hope they can find some reason not to pay. Luckily, I have a copy of all my documents and it is now my mission to get my $50 no matter what. It remains a horrific business practice that they try to get you to sign up for a recurring monthly charge in order to get free shipping, hoping you will forget to cancel. But it is much worse when they won't pay you what they promised no matter how many hoops you jump through. read more

I bought "Hotel sheets" from them and the sheets are lovely, but has anyone tried to use the company's website? I wanted to make a suggestion so tried to send them an e-mail. This simple task seemed impossible! No matter what I wrote or where I wrote it, nor how perfectly it was executed, it would not "send". Finally, I phoned the customer service number and connected with a woman who did not speak my language well enough to be understood, nor did she know how to use a microphone. Cuddledown has TERRIBLE customer service. I will not buy from them again! read more

Wow! After all of the complaints to the better business bureau for years they still are putting customers on their bogus VIP program. I checked my bank statement and there it was. $14.95 in October and again in November. Horrible customer service. $800 duvet was shedding feathers everywhere. Is it really worth losing repeat customers for $14.95 a month? read more

Cuddledown - Bogus $14.95 charge - Outlet Stores Near Me - Freeport, Maine

I ordered 1 item from CuddleDown and the company illegally subscribed me to their b.s. "v.i.p." service without my consent. They illegally charged me over $16.00 each month and didn't even provide a service of any kind in exchange, I called multiple times to remove myself from this service THAT I DIDN'T SIGN UP FOR and yet they continued to charge me month after month. They finally released me from this scam of theirs after stealing a total $162.80 from my account over the course of 10 months ALMOST AN ENTIRE YEAR. DO NOT ORDER FROM CUDDLEDOWN! It is a scam. They will rob you! They will subscribe you to their monthly program without your consent and charge you monthly! Also the item I purchased was garbage quality! 1 Star is too generous for these scammers. read more

So my 84 year old mom with dementia phoned in an order. She's not capable of using a website. The "nice" salesperson signed her up for VIP status - at $14.95 per month. Dishonest. read more

The quality of the down comforter I ordered is excellent and the item was delivered very quickly. But my second order of a pillow and cases not so good. The pillow was delivered very quickly but the pillowcases were shipped separately by FedX Smart Post which should be re-labeled slow as molasses post. To date I have not received part 2 of my order. The annoying thing is I had to PAY for shipping I will never order from this company again. DO NOT SHIP ANYTHING USPS. My rating would have been higher except for the shipping issue read more

I have ordered many bamboo towel sets, tub mats, sheet sets, a comforter and duvet. I have been very happy with everything except for a set of cabernet bamboo towels. This set has shedded for over 6 months. I have ordered multiple orchid and raspberry bamboo towel sets and have not had any issues. I will order more in the future. read more

For GREAT Customer Service- call the Freeport, Maine store directly!!! They gave been not just good but exceptional on numerous issues over the past 4 years that I have been shopping here. I can't say enough about how accommodating they have been. My husband placed an online order that he botched up but paid for express shipping. when it didn't arrive for my birthday as he intended, we call them and they not only fixed our mistake but refunded the shipping charges. Also, they were having a sale and she refunded an additional 20% off to match the sale price.I do agree that I have never had that type of service From the General customer service number. I don't know about other stores but even when we were in Florida I would call this particular store and they always helped me work things out for the best. read more

Only a little more than a couple of months ago did hear fabulous things from my neighborS in Cambridge AND Belmont MA about Cuddledown sheets and duvet covers.. I ordered the next day 4 sheets and wanted to be advised regarding the Duvet cover sizing. I was not only given wrong information twice.. but when I called back about this, I was talked to very rudely and hung up on.. I had to call back four times that day.. until the prices went up significantly. It was absurd that I spend $400 plus .. and the customer service team can't be patient answering easy and basic questions.. I joined the VIP club over 7 weeks ago to save on shipping and get my discount... Not ONLY did I Never Get the VIP packet, but Customer Service became very snippy with me.. and again hung up on me! I've never been treated like this before. Now, tonight, almost two months later, I cannot get Help with my VIP discounts, cannot get an experienced and kind person to help me... I spend all this money..$259 more after the $400 .. and now all my orders on the site are not visible so No one will help me! After Only a couple of emails of my order, I was chastised by another customer service person this week who kept telling me I must.. absolutely must have all my orders and order numbers.. I do not. This is ridiculous. When I was kindly sent a screen shot of my orders from a computer by a lovely CS person, Katherine.. I was told the next day I could not use these as proof of purchase! Well, as a former Assistant AttorneyGeneral for the Commonwealth of Massachusetts, I've had vast experience with the Consumers Complaint Division. This free shipping and discount are a scam.. I buy, yet I cannot get either the shipping fees refunded as advertised.. Nor can I get my VIP discount.. Because my Orders are not able to be ascertained on my computer.. This needs to be fixed and I am owed a good deal of money..I am not calling again. I am appalled that Cuddledown is run like a low rate inept business.. with quite a few rude Customer Service staff .. who are frustrated so they hang up after being rude. I can get Nice Sheets in many places .. I adore the Cuddledown sheets I've received so far, but will report this to the Atty General's Office in Boston .. and tell my friends about this dreadful experience.. All I'm asking politely is for some help. Not this nastiness..,such that I STILL do not have my order information to hand into the VIP club for reimbursement.. nor to have for my own records. My neighbors now tell me they too have customer service problems in the USA CUSTOMER SERVICE offices .. AND only in the last two years.. I will no longer order from Cuddledown. Good bedding. Absolutely horrible and incompetent service... I am still owed a good deal of money AND I will somehow recoup this.. Do not deal with this company.. unless you want aggravation and frustration. Betsy B. Belmont, MA 02478 12/21/19 read more

Bought the much talked about 400TC Cotton Sateen sheet set. They are reported as the softest cotton sheets available and I suspect that is how Cuddledown can charge double the regular price for a high quality sheet set. The problem is they are not that soft. They are sort of smooth, but certainly not the softest cotton sheets I have felt. They are on par with a decent quality sheet from Walmart. By the cheep plastic smelly packaging, and the fact they are now made in China, it may very well be they are the same as those sold by Walmart. read more

Customer service charged the person who gave me a gift for a replacement. I got a damaged item and then ignorer to replace it they had to recharge the customer. read more

To anyone out there who has not ever ordered from this company.......DON'T!!!!! I had a return to make and it was a nightmare!! It has been 10 weeks and I still have not received my almost $100 credit due to me. They tell you a different story ever time you call and I had to call several times........as I write this, I still have not received it. I will now go to my credit card company to go after them! Unbelievable horrible customer service...........and none of them speak English!!! 10/20/20 read more

Customer Service is severely lacking here, yet they boast it is premium. Prior to ordering online, I called and spoke with a CS rep asking if they ship international. They checked and said yes. The order was accepted, and I awaited follow up which never came. 3+ weeks later I called them, and they said they never got the order. I asked again if they ship international, and they said yes. They asked me to place the order again, so I did. I called immediately to see if they got it, they said call back tomorrow. I called back (now the 4th time I'm speaking to them), they said yes they got it, but it had not been processed. They said call back tomorrow again and speak with Monique, head of international. She would not get on the phone. They then told me they do not ship international to my location. None of this would have happened, if the first CS rep said, "we do not ship to that location." Check their website it says "other" as in "other countries". CS should know where they ship. I can not vouch for the quality of the their products, as none of my orders have ever gone through. As a follow up, I ordered from another company on Amazon, they shipped immediately, products arrived within 2 weeks. (Normal for where I live). read more

Well, after 7+weeks of requesting help and 3 reviews written, Action, lights, HELP was received!! And Everything went as it should have in the beginning. Supervisor Gary stepped up and quickly sent me my return slip and the items were promptly refunded. So Why did it take so much work and ill feeling on my part?? Because of the unreasonable delay I cannot go higher than 3 stars (sorry) but am impressed with the final outcome. read more

I purchased an expensive featherbed online and wanted some information from customer service. I was put on hold twice as the customer service has no product knowledge besides what is written on the website. Finally I landed in the store and the person had the information I was looking for and purchased the featherbed. 3 days later I had not received any information on the featherbed being shipped. Online it showed a fedex number but when clicking on it it stated there was no shipment associated with the number. So I called customer service again and the first person couldnt help me and the second person just told me it would be shipped to me within 7-10 busines days of the order date. I have purchased many items from Cuddledown over the years and their customer service used to be folksy and very knowledgeable. It is obvious they have now outsourced the customer service and it shows. Very poor information and product knowledge. Its too bad, I just hope the product dont suffer the same as the service. read more

Wish I had read these Yelp reviews instead of those on the Cuddledown site. Ordered 10 items for my bed on July 6. Big order for $695.39. Paid to ship to the tune of $48.48. Finally received box on July 17. Received only 5 of the 10 items, and one of the five was the wrong color. Customer service call was frustrating and not helpful. Had to talk though order to one person, only to be told we had to talk to customer service? So we went through the whole thing again. We figured after a few placements on hold that we should just return what was received -- because at this point we had no confidence that they would ever fulfill our order correctly. 100% customer satisfaction guarantee means that you can make returns, but you have to pay for those as well. So we will be out almost $100 in shipping charges and nothing to show for it. Does any of this seem right? UPDATE: Today we received the missing items in a separate delivery. We had no idea a second box was on the way, since the first box contained a packing slip with all the items that we ordered listed. Customer service could have told us to sit tight because the rest of the order was on the way, but they did not seem to know any of this or have access to shipping info. We have already sent the first part of the order back. So we will now send this box back too. No return label for this box, but oddly we received 4 in the first box so will use one of those? I guess we are spoiled by Amazon. But Cuddledown must fix both their fulfillment process and their customer service access to shipping information if they are going to compete with other vendors who have it down to a science. read more

Do NOT order from these guys. Worst customer service and very bad management​ of a business. All these bad reviews are 100% correct. They do some crazy stuff with your order then refuse to help you. Took me 2 weeks to get a $600 comforter when I paid $50 for two day shipping. No apology and they refused to refund shipping costs. read more

If I could give it negative stars I would. I can only say I wish I had read the other reviews of this company before my latest purchase (all negative; there is a theme here). It seems they were acquired by the Potpourri Group Inc. (a conglomerate of companies whose catalogs will also NOT be shopped from by me). I am actually an old Cuddledown customer (from the 1990s). They messed up my order, charged me exorbitant shipping, and when a problem developed it was all downhill from there. ZERO CUSTOMER SERVICE. DO NOT SHOP HERE. Buy it elsewhere. With the Internet and free shipping, a company like this will not survive. Everything they sell can be purchased elsewhere. That's where I will shop from now on, ELSEWHERE. ANYWHERE but in this sorry outfit. They actually do not care if they lose a customer. read more

Horrendous customer service. First of all they charged $24 to ship a blanket and when it arrived the color looked different then it did online so now I have to pay for shipping just to return it. So that's about $33 for nothing! The customer service center is unhelpful and inept. I asked for them to email the return label that was supposed to be enclosed in my original order. The said it should arrive vi email in 24-48. Fast forward 48 I call again only to find out that they mailed the label and it'll take 7-10 days. All I want to do is return this stupid blanket from this horrible company. If this is what supporting a small business is about count me out read more

Terrible on customer service. I received a damaged comforter. The company refused to credit me for their shipping fee. I had to fight with customer service to pay return shipping fee. The company doesn't not email return shipping label only mails. It appears they are working in a non technology world. Website can not be used if you do not have order. #. Do not buy from Cuddledown read more

I placed one order from Cuddletown. No porblems. HOwever they then hit my card for $14.95 per month for Cuddletown VIP without my permission. Theft is the only word for it. Not doing business with the company ever again and I suggest the same for everyone else who doesn't appreciate being stloen from. read more

I placed two orders with Cuddledown on the 27th. One of the orders was duplicated, and I was charged double for it. I'm sending it back now. I e-mailed them about the other order 7 days after the order was placed because the tracking number they provided was no good. FedEx said it does not exist. No one replied. 12 days after placing the order I called to get some information (as the tracking number is still no good) and was advised that " I think the order shipped" "You might get it next week". After getting nowhere I requested to speak with a manager (Catherine) and I once again got "I think" "It should" and finally told me that there is no info she can provide me. That she cannot tell me if the order shipped or not, or if it will be shipping. Possibly the worst customer service I have ever dealt with. Elizabeth read more

I'm going to add this to the innumerable poor customer service reviews. They were NOT rude, but seemed not to have much information at hand and 2 of 3 had such limited ability with the english language that communication with them was painful. My issue is trying to track a package that email from Cuddledown states was shipped. There is a tracking link on the email that goes to a "page unable to open". Customer service claims that a portion of the order has shipped. One says UPS. Another claims Fedex. No one can provide a tracking number. WTF? What company ships and has no tracking number 7 days after the package has shipped? Fingers crossed. read more

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. read more

Worse than the worst service I've ever experienced 1. do not respond to emails 2. they sent two items instead of one (took money for both) 3. the promised Smart Post return label is not included in the package 4 . get refunded is too long read more

The worse customer service I have ever seen. The shipping fee was supposed to be waived on a large order I made. It showed not waived. I call and they told me the conversation never happened. No manager to talk to... the next day, the same issue. No emails were answered. read more

Returned by item over 2 weeks ago. Called to see where it might be. They couldn't tell me if they received it. I am currently out over $600.00. Waiting for my credit. Don't know if I will even get it. So horrible. Customer service is the worst. Don't order from these people. It's sad too. I like to order items made in the USA, unfortunately the customer service doesn't meet even the smallest of expectations. read more

Ordered online Pillow is pretty good, albeit expensive. It took them a while to ship it but it did eventually get to my house. I WILL SAY that a few days after using their website, my credit card was compromised. I used this credit card sparingly and at regular locations where I'd never had problems. Not more than 1 week after ordering online from cuddledown did my CC get stolen. Cuddledown was the only storefront that I hadn't shopped at regularly, so by process of elimination, it was most likely cuddledown. 5 stars to Chase bank and their fraud detection. read more

The outlet store in Freeport, Maine has great gifts that are not in the catalog. You can order from them on your vacation and they will ship. Lots of discontinued patterns at a great discount. Definitely worth stopping for a check. There is also a good bbq restaurant in the same parking lot. read more

Cuddledown has the worst customer service I've ever seen. I ordered an item online and needed to return it. The shipping label they included with the order was cut off and you couldn't read the return address, so I needed a new one. I called customer service 5 times and was told that one would be emailed to me pithing 24 hours. Nothing. Finally I talked to a supervisor who said they can't really email to customers on their system and would have to mail me the return label. A totally frustrating experience. They need to enter the 21st century and have surely lost a customer in me. read more

Stay away from this Company. Incredibly lousy service. I ordered a full size fitted sheet and they sent me the wrong size . Since then it has been a nightmare. They keep on sending e-mails conflicting with each other. One said they received my return and will issue a refund, another said they have not received it. I sent them proof but keep on asking for it. I think I am dealing with a robot because I get the same blablabla. To make things worse, they gave me the option for an exchange or a refund, and in good faith I ordered the right size which is on its way ! They jumped on the order but still no refund for the returned sheet. Will I get stuck with paying twice full price for one sheet ? read more

I ordered a fitted sheet, flat sheet, and pillowcases. Cuddledown apparently ran out of the flat sheet and pillowcases, cancelling those. They did not contact me but proceeded to ship the fitted sheet. Obviously I did not want it! I returned it immediately and asked for a full refund (including shipping) since in my opinion I should have been contacted and would have cancelled the whole order. They refused and, between the original shipping and return shipping, the experience cost me almost $40. To add insult to injury, along with the return refund I found a $14.95 charge to my credit card for Cuddledown VIP that I did not ask for. read more

Cuddledown VIP Club is a total scam. I joined because they promised a rebate on my first order. They never gave me the rebate or free shipping as promised and began charging me $15 a month. $15/month is insane - you'd have to order a crazy number of sheets at a 10% discount to make the $15/month worth it. Terms were not well described on the website. read more

I love this store and prefer stopping here to check out sale items vs online shopping. I have always received friendly, professional service from the knowledgeable staff. And they ship for free. The store is clean and has a great selection of comforters and covers offered in a very nice selection of fabrics. Easy access on and off the highway. I have shopped with this company for years and recommend this product for longevity and quality. My whole family enjoys using a Cuddledown comforter!! read more