I am terribly disappointed about their customer service. EVERYONE whom I spoke with had ATTITUDE problem. They were never pleasant to speak to even the the time when I placed the order. Anyone can imagine what they were like Whan I try to get my refund. I have returned one item 3weeks ago and called them today for refund. They said it will take another 6-8 weeks to process. To get refund takes almost 3 month sound ridiculous !!!. Their on line ad looks outrageous . Any site I go, CUDDLEDOWN AD IS BLINKING. That's out of control. read more

Run away from them as fast as you can. I ordered online 2 Batiste 800 pillows and comforter of the same quality. My order was shipped 10/29/18 and it took one week to get it. I was charged $55 for shipping (for the distance of 65 miles). I decided to keep the comforter, despite the fact, that the price is too high for the quality ( a little bit of down is coming out, when I use it, a duvet cover is a must. I decided to return the pillows for the same concern. No return label was included with the merchandise, so I made a phone call to get it. Nothing came in the mail and after two weeks I called again. I was again promised the label and the same time I ordered duvet cover. I received the duvet cover and again, no return label in the package with the duvet cover and no return label in the mail. It is November 29, I am still without a return label for the pillows, calling customer service again. I do not have much hope that I will receive return label this time. To say that the customer service gives you an attitude is an understatement. They are plain rude. And I will probably ship the $500 pillows to the place from which it came and pay the postage. Be very carefull and if you already made a mistake to order from them and you need to make a return, make a copy of all paperwork. Their Returns and exchange form is printed on the back of the invoice. If you do not keep a copy, you will loose any proof of what you already paid them. Their return address on the invoice is wrong, it is MA 01460 (not MA 01450). Jitka P. read more

Oh how I wish I had read these reviews before placing an online order. The bottom line is STAY AWAY! The customer service is unfathomable to me in this day and age, and has only reaffirmed my love of places like Zappos, amazon, and Nordstrom. After placing a $650 order I was shocked that I would be charged for shipping (who charges for shipping on orders that size?), but I went with it because the product seemed good. When I realized that the pillow sham I had ordered was a single, not a pair, I called them to see if they would waive the shipping when I bought another sham. I made an honest mistake and thought it was a very reasonable request. Their response was that they would split shipping costs with me. Wow, how generous! You're only charging me $3.00 for the shipping after charging me $45 on the previous order. Really??? To make matters worse I had ordered the sham while it was on sale so I also asked if they could honor that sale price, but that was a resounding no. I am going to return everything I haven't opened because I'm so turned off by this company. read more

I was sent an email from Cuddledown inviting me to shop on their website and get a discount with free shipping. I attempted to purchase two items online. I could not put one of the items in the shopping cart as the website generated an error encouraging me to contact "customer service." I contacted "customer service." The representative said he could process my order over the phone but could not honor the discount offer with free shipping I was emailed. I was then transferred to a supervisor who reiterated there was nothing they could do despite the fault in their website. When I asked about who I could contact at their corporate offices to try to resolve this, she hung up on me. I emailed customer support with this story and have received no response to date. Be careful dealing with this company. read more

I ordered bedding from CUDDLEDOWN on June 9, 2015. The total cost was $850.65, including tax. I received no confirmation or shipping information , so came to believe I had made a mistake, and in fact had not placed an order at all. To my disbelief, I received three boxes on August 4, 2015. Items were returned ! ( As they charged my credit card when they shipped The boxes, I hope it won't take 7 weeks for a refund !) Very poorly run company - read more

Like so many others, I did not check this company's reviews when I ordered. Like them, I wish I had! The customer service at Cuddledown is non-existent. This is a person at a desk giving lip service, snarky lip service at that! I will not be placing anymore orders at Cuddledown! read more

Cuddledown's prices are outrageously inflated and the ONLY reason I bought a set of their bamboo bath towels is because that specific brand was on the list of desired wedding shower gifts for a relative. The towels arrived at my house long after the shower AND the wedding. They were not in the pretty box as shown in the Cuddledown ad and still required my wrapping them and having them delivered to the newlyweds. Now I receive incessant emails and ads from Cuddledown when I did NOT ask to be on their mailing list. They ignore my requests to remove me from that list. NEVER will I have anything to do with Cuddledown except to warn my friends to avoid that company like the Plague. read more

I have purchased six expensive feather pillows from this company as well as pillow covers and towels. The pillows especially are of top notch quality! I'd buy a couple more if they ever go on sale. I wasn't thrilled about the attempt to enroll me in the VIP program but I read the instructions, made a phone call and opted out without issue. I'm shocked at the negative customer service reviews and am glad I've not had to return anything. read more

Worst WORST ecommerce business I have encountered in years. It isn't 1990 Freeport, get with the program. I ordered from them twice and won't do it again. It takes weeks to receive items. As we speak my comforter is taking the Summer '15 tour of the upper western U.S. When I login to track my purchase, there is no link. I have to search every time for the shipping confirmation email. They use FedEx Smartpost, which adds about two to three times the shipping time it would take to simply use the post office. Customer service is about a dim as a human can get. I bet they are still using ye old FAX machine. I am sorry but I can't ever deal with this again. read more

Untrustworthy company!! Bought a pillow last year, the product itself albeit overpriced has been good. However this is the extent of any good feedback I will provide. I wasn't aware of ever signing up for their VIP program and based on the reviews I am far from alone on this issue. They had my credit card so I guess they assumed it was ok to charge me $14.95 a month for the past 7 months, what a total scam. I have made hundreds of purchases on Amazon and eBay without issue, will never trust this company again. Any company that thinks this practice is acceptable should be investigated and shut down. Absolutely deplorable! read more

A month ago I ordered $900 worth of merchandise, including a comforter, 2 sets of sheets and 2 sets of towels. I decided to return all of it, since I don't like the material. I also did not receive a return label. I called customer service to have them send me one. Most companies let you download them online. I called again a week or so later, when it did not arrive. I asked to have it expedited. The customer service rep was unhelpful. I asked for a supervisor. The "supervisor" also could not help, and was extremely rude. Sending it through the post office is very expensive. I need a return label asap. I also need to make sure the refund is issued in a timely manner. It should NOT take 4 to 6 weeks to process a return. So far the customer service has been terrible. If I get the return label and refund promptly, I will amend this review. read more

I didn't even realize that they had signed me up for the VIP program until I read the reviews on here. I thought the charge was a return shipping fee. So lame. I'm contesting it with my bank and hope I can get my money back. The main reason I'm on here complaining is because of how long it took me to get my refund for my return. They received the return on 1/8/15. I didn't get my refund until 2/18/15. How is that legal? Holding onto my money for more than a month and a half? I'm very irritated. Also, their customer service response is very slow. read more

I have 2 different impressions. In terms of product, while not cheap, Cuddledown was the only place I could find truly high-quality sheets, which I love, for my twin XL mattress. But on the other hand, the VIP program is indeed a scam that I picked up on only after noticing a recurring $15 charge on my credit card. They get you to sign up for a free month to get a discount on your order, and never let you know that your free month is running out. To their credit, they did refund my payments when I called--but it's still a scam and they should have enough integrity to discontinue it or let you now they are starting to bill your credit card every month. read more

First off, I have not purchased anything from Cuddledown, but I am writing because my mother is interested in buying a nightgown from the catalog, and after reading these reviews, I'm afraid to place the order for her. Time and again over the past couple years a customer service manager has written that she will escalate the poor feedback to the management team. I'm wondering why these customer service problems still exist after two years of allegedly taking customers' concerns and issues to the management team. Are these just empty words to placate customers? I gave one star to hopefully get their attention. Before I place an order, I'd like someone from the customer service or management team to reply and tell me exactly what, if anything, the management team has done to address these ongoing problems. If you can tell me that something constructive and demonstrable has been done, such that it may give me the confidence to place an order, I will go ahead and do so. But first I want to see if customer service or management will reply to me with any useful information. I'm asking for some honesty here, which it appears your brand is in short supply of, according to many of your customers. Also, please answer me this: If I place an order, will you automatically start charging my credit card for your VIP program? read more

I have now received 4 credits for the 4 months of automatic charges on my credit card.

Great products, however, when I made a purchase they automatically signed me up, without my knowledge or permission, for their VIP program that charges $14.95 per month! I called the company last month to complain and ask that they cancel this membership immediately and credit the $14.95 back to my card. The membership was cancelled but they did not credit the $14.95 back. Called them again to have the credit processed and she's arguing with me that the membership was cancelled and the charge reversed. After asking her to look again, twice, she finally acknowledged that the credit was never processed. I will NEVER buy from them again and urge everyone to stay away from Cuddledown! read more

I ordered 2 pillows on June 15th and only received one. I was told it was no longer available. My cc was charged $64 on that date. Aug 1 I see a cuddledown charge for $17.99 on my cc. I did not order anything else. Cuddledown claims its was for shipping. 6 weeks later after purchase??? They have not removed this absurd charge. They lost a customer forever. read more

Pay attention to the banner advertisements that run across the top and sides of your websites after you've looked at items on Cuddledown's web site. Cuddledown is advertising items for one price (a low price) and then when you click on the advertisements and go to their web site, the item is listed at a higher price. Their explanation - the item comes in two sizes and the smaller size is what is being advertised. The only problem with that is the smaller size is already priced way under the advertised price. Why list a item for a higher price on a banner advertisement? Wouldn't you want to attract customers to lower prices not higher? Because they don't specify the size of the item advertised they are getting away with this bait and switch tactic. I called twice and e-mailed twice to ask about this, the first time I was told it was a third party advertisement and didn't have anything to do with Cuddledown. The second time, I was asked to e-mail screen shots which I did and got the explanation above. Not a good look, not good at all! Thank goodness I checked before I made a purchase! read more

I've been very disappointed with this company. A couple of years ago I bought some down comforters & pillows from them, and the value was not as great as I expected, but I thought I'd try them again when they had sheets in the color my daughter wanted for her bedroom redo. I wish I hadn't. I do almost all of my shopping online for my family of 5 and with Cuddledown, I feel like I'm going back to the 80s. I paid top dollar for the bedding plus $24 in shipping; yet my order was not sent out for shipping for 5 days AND they chose to ship it in one of the slowest ways possible, so that it will take 6 days to travel from Maine to Massachusetts (and it won't be delivered to my house but, rather, the post office)! Furthermore, something was on backorder that was not communicated to me (not indicated on the website either). That item is still on backorder, so that's not what held up shipping. I spoke with customer service on 3 different days and was elevated to a "specialist" on the 3rd day. Again, the results were disappointing and unsatisfactory. In redoing my daughter's bedroom, we've bought a mattress online (Saatva...have been great!), have bought items from PotteryBarn.com (no problems) and Target.com, have dealt with 2 different painters, and are buying window treatments too. Cuddledown is the only one who has been inadequate. I gave them opportunity to make it right, saying I thought I should get free shipping, but they refused. I could have cried with how I felt taken advantage of and duped! I have not received the product yet, and I'm concerned the quality might match their customer service and attitude! I regret spending over $300 there, but live and learn and will take my future business elsewhere. I would advise to do your shopping elsewhere. read more

a sale is not a sale! Cuddledown's 45th anniversary sale is a joke. A sheet set regularly priced at $222.00 for a king set is "sale priced" at $197. The "anniversary" sale offers 20% off the regular price which would be $44.40 off They will not honor that price. ($177.60) Some Anniversary sale!!! read more

Edit: Cuddledown does watch their feedback and does work to resolve issues. Today I am updating my rating. As I said good products. Previously I gave them a single star and said this. ======== Caution... watch your credit card invoices. "PGI*Cuddledown" is one company and "PGI*Cuddledown VIP" is another desk and billing system. Things can become very confusing when an order is split and backordered. I had been a very happy customer of Cuddledown on and off for decades. I will shop harder in the future. I dislike confusing web interfaces that.... well trigger stuff that I do not expect. The VIP message might get lost in a flood of promotional email so if you see it pay attention to it. It might find its way into a spam folder as it is sent from a host with almost the same name as the order and shipping notices. To me a recurring charge should only be triggered if you follow up on the notice and login setting a password... etc. The five star ratings are likely justified. They do have some fine products. My experience may be a blip... read more

My Cuddledown experience could not have been better, thanks to a remarkable sales associate named Heidi. At the Freeport, Maine store, she recommended a loosely-stuffed down pillow that is perfect for my neck problem, then helped me choose boudoir pillows, European squares, and beautiful pillow shams for both. Heidi was so good, so knowledgeable about the stock and so professional and helpful, that I will call her from my home in Virginia when I need something in the future. How wonderful to find that level of service anywhere, particularly in an outlet store. read more

Except that I loved the merchandise I purchased from Cuddledown, I will NEVER buy anything from them again. Spent over $700 for sheets/duvet covers through catalog and was charged $48 for shipping. Really??? $48??? The items arrived separately and even if they were packaged together wouldn't have weighed enough to charge $48. I joined the monthly program at $14.95 as I understood I could get that outrageous shipping charge refunded. Fine. All good. NOT! I forwarded the requisite proof of delivery and receipt and heard nothing. Then followed up and said it was denied because I didn't send proper paperwork. Followed up again a few weeks later with a lovely and helpful customer service representative who opened a claim and guided me on what I needed to do-basically send the SAME paperwork I'd sent previously. Confident that she knew what she was talking about, I assumed I'd be getting my $48 refund within a few weeks. No, I was contacted via phone (left a message) by the customer service rep who helped me, telling me my claim was denied for SAME reason. At that point, in addition to my merchandise, I'd paid an additional $45 for the monthly membership and was STILL out the $48. Infuriating!! Canceled membership; unsubscribed from their mailing lists; and chose to share my experience by writing a review on Yelp. Buyer, beware. read more

I love all their products, we even had our pillows sent there to refill the feather downs. It cost a little money but well worth it. Also called this morning telling them my comforter of three months had frayed near the satin border, and they told me to bring back and would refund me or replace it. I highly recommend this company read more

Very poor telephone customer service after inquiring about $400 sheet set I just purchased! Person knew nothing and didn't seem to care. I'm considering returning them for a refund. read more

I too have been added unknowingly to the VIP club and have been charged &14.95 for 1.5 years. I did not sign up for this. Beware.

After I posted my review, Cuddledown did contact me to apologize and they sent the quilt finally which arrived today and gave a goodwill discount for my troubles. I am happy they finally responded and dealt with the problem so quickly; this has restored my faith in them for future orders. read more

We bought a Damask Synthetic striped OS King comforter, and we absolutely love it! It's heavy (which we love) but does not get hot, which since we live in Southern California, is ideal. We love sleeping under this comforter. Just awesome. read more

Cuddledown was quick to respond to my posted comment and has resolved my issue. I'm glad because Cuddledown is a reputable company and they sell excellent products. But this incident underscores that a company is only as good as its customer service. Hope they continue to improve. read more

I read the not so good reviews of the Cuddledown customer service online dept. When I order, I call the store in Freeport ME directly and always have excellent customer service. This time, I spoke to Chester who was more than patient in trying to find me the percale sheets that I was looking for. He got back to me when he said he would and after I placed the order by phone with him, he immediately shipped out the sheets. I received them 2 or 3 days later. I would recommend calling the store directly (207 865-1713) for your order. They have sale items as well as the regularly priced items listed online. They can give the same discounts that you find online. read more

I feel the need to update but I've left my original review below. In October 2014 I contacted Cuddledown and told them the feather bed just was not working and was compacting too much. They let me return the item and purchase a replacement product for the difference in price plus shipping. They even paid for the return shipping. THAT is customer service you never see anymore. Ordered a synthetic feather bed and cotton cover in January 2014. Great quality, fast shipping. However, BEWARE the mailing list!! I have received catalogs at least every month since then, it is now July 2014, after repeated requests for them to stop. I have even used Catalog Choice and still I get catalogs. Cuddledown has reassured me several times the catalogs would stop but they have not. Even worse is my information has been sold to other companies. I was totally off the junk mail lists after several years of actively removing my name from all lists. I was not receiving any unsolicited catalogs. Now I get half a dozen a week of merchandise I have absolutely no interest in and from companies I have never purchased from. read more

the worst customer service I have ever dealt with. i begged for one month for a return label. never came. spent $30 to ship back. spoke with a woman who was slurring her words, speaking slowly. she said "eventually you will get your refund. these things take time" I am concerned I will never be refunded. they are that bad read more

I give this no stars..... Do not order anything from these people the quality is inferior and it never arrives when promised. I have also tried for months and months to take my name off their list and they have refused. read more

I have to admit that I am extremely disappointed with the sheet sets I ordered from Cuddledown. The sheets were very pretty, but they were thin and I had a skin irritation from them. They have a lifetime guarantee but when you factor in their ridiculous shipping costs and the cost for a return, I regret ever having purchased from them. It cost me $40.25 in shipping costs for the return. I ABSOLUTELY will never do business with them again and I recommend that you do the same. Brooklinen offers a 365 day return policy with no shipping costs on either end. They are a much better value, and obviously, they are not looking to make a grotesque profit like Cuddledown. Not to mention, Cuddledown sheets are made in China and you can definitely tell. And, btw, for their exorbitant shipping costs, it took forever to receive the sheets. I can only imagine how long it will take until I get my refund. Also, if you look at the reviews on their site, they are several years old. I posted a review of the sheet set and it never appeared on their site. Don't trust them. read more

I am updating my review because I was contacted by the company and my issues were resolved. I love the blanket I received- the quality is excellent. read more

Cuddledown used to be my go-to company for any down bedding. I shopped there for years. I am so disappointed the company has deteriorated so badly. I would advise all to look elsewhere. I placed an order for 6 pillows - they did not arrive. I called and they said my order had been cancelled because I exceeded my credit limit on my credit card. Believe me, I was no where near my credit limit, nor did I hear from Cuddledown to tell me this, or my credit card company, who definitely would have contacted me. I placed the same order again, gave my credit card over the phone and asked Cuddledown to run it while I was on the phone. It was approved and I was told I would receive the order in two days. Nothing. I called, emailed, etc... and got the same "credit limit exceeded" story. When I emailed this was not possible, then I got "we don't know what happened". I asked to speak to a manager and was told none were available to speak to, and it would be two days to hear from one. After three days of nothing, I called and emailed again. They still had no information to give me. I cancelled the order. Sadly, I will never shop there again. read more

The towels we bought a year ago were okay but very overpriced, and today doing an item by item check of our bank statement, I find they have been charging us $14.95 per MONTH since then for a "VIP" membership that would have offered a 10% discount on some items. Since their stuff was really out of line with our budget I knew we were unlikely to ever buy from them again so I would never knowingly have signed up for this. And now we have paid them nearly $200, for nothing! I called to ask what the charge was for; the woman on the phone did not tell me, but cancelled it. (At that point I had only seen the one for March and thought it was a purchase wrongly charged to us--so I did not know to ask for our $180 back. Then I looked at more months and happened to see it on every month's statement.) This is legal robbery. And, in this list of reviews, many people have had this problem as well as problems with the quality of items received, with refunds that never arrive, etc. No wonder that according to one review the sales staff in the physical store ignore customers: they make their profit by chicanery, not by selling goods. read more

I am happy to say that my confidence in Cuddledown has been restored. Shortly after publishing my review on 12/9/15, I was contacted by Nancy from their customer service department and received a refund check for my towels. I hope they plan to work with their 800# customer service staff on routing these type of complaints to the right place on the first try. read more

Having purchased many items over the years successfully (excellent products and service) I recently ordered some replacement linen pillow cases. I paid $18 for shipping via FedEx only to learn later they were coming not from Maine but Massachusetts and the shipping was FedEx Smartpost. Smartpost is a combination FedEx and USPS. They cases have not yet arrived and are expected on the 12th of June, ordered May 28. I sent a query to customer service asking why it takes so long? Had they been shipped USPS priority, I would have had them in 3 days for the same or less cost. The customer service representative could have cared less or answered my specific question when I emailed. I just learned that the Maine company sold to a Masschusetts catalog company in 2013. That explains the slower service and poor customer service. read more

I have only done business with them online or via telephone, not in the store. But their online or telephone customer service is by far the WORST I have ever experienced, seriously. I received a gift certificate which had to be used via telephone only (I thought, ok, it's a small business?) - it took me 60 minutes to place an order for two items (I was disconnected several times and had to correct the different agents several times as well. One of my items shipped immediately but the other went on backorder during my hour long conversation... when that item was set to ship, I received notice my order was cancelled. No details, just cancelled. When I went online I could see that it was "customer cancelled" - which I had certainly not done - and my only recourse was, of course, to call... After another 40 minutes of conversations (I was transferred twice), I learned there was a problem getting authorization from my credit card and instead of asking or alerting me, their policy is just to cancel. So I tried to re-place the order which I was unable to do because apparently none of 3 different credit/debit cards were providing authorization. Although it seemed like a problem on their end, I agreed to call my banks to check and call back - I was given a temporary order number. Once I confirmed that my bank was indeed charged and the money debited from my account, I called back. However, my order number belonged to SOMEONE ELSE. Awesome. So after another 20 minutes, we found my order, but still they couldn't confirm it was charged to my credit card so could not finish processing. So I cancelled it. I will NEVER order from here again. I am also appalled by these other reviews which reflect a broad disfunction. I suppose if you can manage to place an order online and receive it successfully - great - otherwise do everything in your power to avoid calling customer service. read more