Complaints

• Initial Complaint

  01/22/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a filtered shower head from this company. It had been shipped and was on its way to me, then on the day it was supposed to be delivered I received an email stating a delivery attempt was made but was unsuccessful. What is odd about that is it had never left *******, ** according to my tracking. Since I live in ******, no delivery was ever attempted. I also have a camera in my driveway and no one attempted to deliver a package. Then I saw on the tracking that the sender requested to have it sent back to them.I contacted them trying to figure out what the problem was, they responded with having me verify my address which I did. I have sent multiple emails after that asking for an update on the situation but also requesting a refund. I have had no response and its been almost a week. I also contacted them on instagram, they once again responded asking for me to confirm my address. I just asked them for a refund again. They have not responded and I have had no refund from them.Its very frustrating when at this point I just want my money back and they continue to ignore my request.

  Business response

  02/10/2025

  Hi *******,
  
  First and foremost, we sincerely apologize for the confusion and inconvenience you've experienced with your order. We completely understand your frustration, and we regret that this situation has caused you such difficulty.
  
  Unfortunately, there was an error with the shipment, which resulted in your package being sent back to us. Based on our records, we received the returned package on January 21st, though the specific details of why the return occurred are not indicated. One of our team members responded to your inquiry on January 23rd, confirming that we have received your chargeback request and it has been accepted.
  
  We truly appreciate your patience as we work to resolve this issue, and we're committed to ensuring that everything is addressed as swiftly as possible. If you have any further questions or concerns, please don't hesitate to reach out directly.
  
  Warm regards,
  The Canopy Team

  Customer response

  02/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* ****
  
  
  
   
  
  

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered two Canopy humidifiers on December 23, 2024. The order number is CAN1136003. I ordered the Nursery Humidifier 2.0 in Jade. I also ordered the Bedside Humidifier 2.0 in Moonstruck. I received the following tracking number: *** ******************. On December 31st, I had the Jade humidifier delivered, but the Moonstruck humidifier was missing. I also have Ring video camera footage of only 1 box being delivered. I instantly reached out to Canopy as I thought it was strange that they were not both delivered, especially since I did NOT receive two tracking numbers. A **************** representative named ******* reached out to me, and did not help or rectify the situation. Nor do I think she fully read my email. Therefore, I reached out AGAIN on January 2nd. ******* responded and asked for pictures of the humidifier that was delivered, which I supplied. I have not heard back. I reached out on January 7th to get a response and no one has responded. Every time I reach out, I get an automated email that says they will reply in 72 hours. It is absolutely ridiculous to wait 72 hours per response, but they have also not responded since January 2nd.

  Customer response

  01/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** ****
  
  
  
   
  
  

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a humidifier and a recurring filter and aroma kit subscription. A new filter and aroma kit order was automatically placed on 12/4/2024 and I have yet to receive the order (which was paid for) and have contacted the company ********** regarding this without resolution. I received an email stating the order was fulfilled and that Id receive shipping information shortly. When no shipping info came, I waited a couple weeks to see if it would arrive. I emailed customer service on 12/15/24 to check on the order and was told theyd follow up and keep me posted. After no response, I emailed on 12/19/24, 12/29/24, and 12/30/24. I was then told to wait ***** hrs and to let them know if still nothing arrived. I let them know on 1/2/25 it didnt arrive. No response. I followed up again on 1/6/25 and then on 1/725. I was told theyd look into it again. I would prefer to receive the filter so I can continue using the not so cheap humidifier or alternatively a refund and Ill no longer use the humidifier going forward.

  Customer response

  01/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** *.
  
  
  
   
  
  

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a humidifier on 12/25/2024 for $143.60 + $25 for 2-day shipping. I received notification that the package was shipped on 12/26 and then that it was received on 12/31, however the package was not delivered to my home. I tried to file a claim with the shipping carrier but they informed me that this had to be resolved directly through Canopy. I contacted Canopy on 12/29 explaining the issue and asking for another to be shipped, to which I was told to wait ***** hours because sometimes the shipping carrier mistakenly marks packages as delivered. I waited the recommended time and contacted Canopy again on 12/31 indicating I had not received the package and did not get a response. I attempted to contact them today (1/6/25) asking for a refund since I still do not have the package and have since purchased a humidifier from another company and still do not have a response.

• Initial Complaint

  01/06/2025

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered a dual shower head and only was sent one shower head instead of two. The company has no phone number and all you get is an AI generated response. They will not reply if they will send me my missing item or issue me a refund. I just keep going in circles. According to other recent comments on their social media, I am not the only one who has been scammed. I want what I paid for or at least my refund. I feel like they knowingly sent me half my order because they didnt have the inventory and now they are just ghosting everyone. This is very much a scam.

• Initial Complaint

  12/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently purchase a handheld filtered showerhead bundle with a shower head filter bundle but I was only provided the set of four showerhead filter bundle and not provided the other extra filter in the handheld filtered showerhead bundle. I only received the filter in the showerhead itself and the set of four replacements. I should have gotten 6 filters in total, but I only got 5. I reached out multiple times and get the same canned response and can't get anyone to respond to my subsequent messages to the business. At this point I just want a refund for the equivalent of the missing filter, which is $25 + the $5 shipping on their website.

  Customer response

  12/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** ****
  
  
  
   
  
  

• Initial Complaint

  12/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On November 23rd I ordered a Nursery Humidifier Duo 2.0 from Canopy. They charged my **************** $300.71. I recieved an email saying my order was confirmed and my order number was ********** but never recieved a shipping confirmation. I have reached out numerous times and was told my order was fulfilled but they had no shipping information and they would escalate it but to date have heard nothing despite reaching out numerous times. They do not have a phone number and do not respond to emails.

  Customer response

  01/10/2025

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Canopy has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a humidifier from Canopy based on the deceptive premise that they use anti mold technology and that all relevant parts of the unit can be easily cleaned in the dishwasher without assembly required. I recently discovered a significant amount of mold growth in my humidifier (I am allergic to mold) - there was no way to adequately clean it without disassembling it. I contacted Canopy and the person I spoke with issued me a return label and agreed to issue a full refund upon receipt. I promptly shipped the unit back and confirmed it was received but since then, Ive been engaged in a lengthy email debate with a customer service director who now says they wont refund me and will only issue a replacement.At this point I am seeking a refund of the purchase price (as initially promised) as well as a refund of all money Ive spent on filters and a smaller unit from this company I own and will not use.

  Business response

  06/28/2024

  Dear ******,
  
  We apologize for the inconvenience and frustration this situation has caused you. We fully understand your concerns and appreciate your feedback.
  
  Unfortunately, we are unable to issue a refund for your purchase. Your transaction falls outside of our 60-day return policy and our 1-year warranty period, which are standard procedures we must adhere to. Additionally, as your payment was processed through ******* their policies prevent us from issuing refunds more than 180 days after the transaction date. You can find more details on PayPals refund policy here: PayPal Refund Policy.
  
  We recognize and appreciate that you returned the unit in good faith. While we cannot process a refund due to these policy constraints, we are still willing to provide you with a replacement unit as a gesture of goodwill, even though this offer exceeds our usual policy guidelines.
  
  Our Large Room Humidifier (formerly the Plus) is easy to clean. The top grill, water tank, tank cap, and tray are dishwasher safe, but the unit's body, housing the fan and electrical components, is not. To clean the body, unplug the unit, remove the grill, and wipe the inside with a damp cloth or antibacterial wipe. To remove the grill, press down on the section away from the light until the other side pops up. There's no need to unscrew anything. Once reassembled, your unit should work like new!
  
  While the unit was purchased using ******* we noticed that your subscription is linked to another email address with a **** credit card. We have processed a refund of $141.71 for all your refills. Refunds typically take 1-3 business days to process, although the exact timing can vary depending on your bank.
  
  Regarding the smaller unit you mentioned, our records show only the purchase of a Large Room Humidifier and no record of a Bedside Humidifier under your account.
  
  Thank you for your understanding and patience. Please let us know if there is anything else we can assist you with.

  Customer response

  07/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  I am looking for Canopy to uphold what they laid out in their message - that they would issue a refund upon receipt of my unit. As noted, they received my unit so I am looking for the refund that I was told would be issued. Understand there may be limitations related to ****** so would be flexible to welcome the refund via check if  necessary. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business response

  07/01/2024

  Hi ******,
  
  Thank you for getting back to us. We apologize for any confusion caused by the previous information. While we must adhere to our policies and cannot issue a refund, our offer for a replacement unit still stands.
  
  As a reminder, I have processed a refund of $141.71 for all your subscription refills linked to a **** credit card. Refunds typically take 1-3 business days to process, depending on your bank.
  
  Please rest assured that we will address this issue with the previous agent through coaching and training to prevent similar errors in the future.
  
  If you have any other questions or concerns, please feel free to reach out.

  Customer response

  07/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I am asking yet again for you to uphold your end of the attached exchange - issuing the refund as stated. I have no interest in using one of your products ever again, I simply want you to process the refund as stated in your message to me. Any issues with your team/employee are yours to remedy but in the meantime, I want you to issue the refund that was promised to me. This is the only resolution I will accept. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  05/29/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I reached out by email to show photos that this $150.00 showerhead has bacteria on it! And of course They responded with a lame excuse and couldn't reply to the issue!! I bought this last year because I was looking for a showerhead that removed iron, mercury and bacteria. Etc. Etc. But it doesn't seem that this product does that! I want my money refunded or canopy needs to send another SHOWERHEAD WITH A FILTER. this shouldn't be occurring!

  Business response

  05/29/2024

  Hi ****,
  
  Im truly sorry for the inconvenience youve experienced with your showerhead and how your issue was handled. Im here to clarify how it functions and help you.
  
  The Canopy Filtered Showerhead is designed to reduce a wide range of chemicals and impurities commonly found in tap water. This includes the reduction of chlorine, which can be harsh on the skin, magnesium, and calcium carbonate that contribute to water hardness, chloramine, iron, chromium, and mercury which can impact skin health, hydrogen sulfide responsible for unpleasant odors, as well as various harmful microbes, bacteria, fungi, and contaminants.
  
  Our filter has undergone rigorous testing following NSF-177 standards and incorporates three distinct filtering media: granular activated carbon and KDF-55 to effectively reduce the levels of these impurities. It's important to note that while the Canopy Filtered Showerhead significantly enhances the quality of your shower water, it may not eliminate all elements. The precise content of water impurities can vary significantly between different water supplies.
  
  I understand that youre unhappy with the performance of the showerhead. One of our team members will be reaching out to you to further assist you with your refund or replacement request.
  

  Customer response

  05/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed my order on 2/27, knowing that the product was on backorder. I received my order on 3/19. I have only been able to get this product to function correctly one time. Everything after that, the main indicator light only flashes twice (when the button is pressed) and I can't get it to turn on. I have reached out to the customer service team multiple times, and indicated that I want to return this for a refund. They have only responded with explanations as to how the indicator lights are supposed to function. This is not helpful, and does not solve my problem. The product does not work, and I want my money back. This was $100, and it doesn't function. All I want is a return label so that I can give you this item back and receive my refund!

  Customer response

  04/18/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Canopy has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩