Excellent products, very poor customer service

Full Review
I received a beautiful Cuddledown synthetic comforter for Christmas from my aunt one year. Seeing as we didn't have much money, I didn't put a comforter cover on it. It got a little dingy, especially since my husband worked in concrete at the time. The tag on the comforter said, "Machine-washable". So, I threw it into the washing machine. I put it in the dryer with tennis balls to fluff it up. After I took it out, it was still pretty lumpy, but we continued to use it.

After a few months, I called Cuddledown to see what could be done about the comforter. I was expecting advice about cleaning it, but they offered to refund the total current amount of the comforter, even though it had originally been given to me as a gift! She took my name, number, and information, and sure enough, my refund arrived.

I had learned my lesson not to wash a synthetic down comforter in a washing machine. I looked at their website, and it said, "Machine-washable, front-loading recommended). The tag on the comforter itself said, "Machine-washable", nothing about front-loading machines.

I really wanted another comforter, so I called their order number to order one. I was informed by the woman on the phone that "I was not allowed to purchase the same product I had received a refund for." HUH?? She said that since I had a problem with that particular item, I was not allowed to order another one. I asked to speak to a customer service representative.

I explained the situation to the customer service representative. She also agreed that I was not allowed to purchase another down comforter! I said that it was my right, as a customer, to order what I wished, and if not, I would take my business elsewhere. She said to me that she didn't care and threatened to hang up on me! I hung up infuriated.

But, in turn, I ordered the comforter through a friend of mine, which I think is absolutely ridiculous to jump through such hoops.

I am very happy with my new comforter, and have wisely purchased a cover for it. If it should need cleaning, I will definitely take it to the dry cleaners.