Complaints

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I made a order for some bed sheets approximately $380.00 they were never delivered and refused a refund and now company has blocked my calls and emails

• Initial Complaint

  12/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Purchased a pillow while on a cruise - Order ****** Company offered to ship pillow home so we didn't have to bring it with us. Staff stated it would be delivered via FedEx and would likely be waiting for us at home or arrive shortly after returning. Pillow was not there but waited due to holidays. Received no email communication from the Company during this time. Finally, I reached out after 10 days. Staff stated pillows were out of stock and I wouldn't received until January at the earliest. Not even an apology offered. Further emails staff deflected responsibility of company misrepresentation and simply offered apology for the inconvenience with no solutions. I offered 3 solutions to which the Staff completely ignored the two most reasonable: 1. Have the store ship from personal stock like they stated - Ignored 2. Offer a discount for the misrepresentation and lack of communication Pillows had been 40% off the day before they emailed) - Ignored 2. Offer a product Upgrade to one that is in stock - Unable to do. Staff then offered only to cancel and refund the order after the 5th email. Had the Store staff done their job and realized the pillow was on back order, I would have just taken it with me. Had the company sent notification of the Pillow being on backorder when the order was received, I would have canceled and then purchased a different pillow during Black Friday along with the towels I purchased (Order ******) I am the one that had to reach out to the company after it failed to do the bare minimum and I am requesting to be made whole through a billing adjustment if I am to wait for the Air Pillow, and to have the store send from its personal stock, as they stated they would initially, OR Receive a product upgrade to an In-stock item, the Retreat Pillow, as it is the only other Latex based pillow, and I could have purchased it for $78 during the Black Friday sale (Cheaper than what I paid for the Air Pillow) had the Company done its diligence.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  7/3/24 Order #****** 2 sheet sets 7/9/24 Return RMA#****** to distribution center. Previously have purchase sheets and they all still fit my mattress now fitted sheet is so oversize by over 2" . I haven't replaced my mattress. WebSite Description DOES NOT INDICATE any fitted sheet depth size. Cariloha Return Policy "DO NOT PROVIDE FREE RETURNS" Due to Web Site NOT listing the Fitted Sheet depth size and since all my previous sheets purchases fitting perfectly I had no reason to question this new order. I should not have to pay this return to their distribution center based on their lack of information on website. July 10, 2024 I contacted customer service via email and another day by phone Conversation ID ********* they would not consider any compensation, stating return policy. Tried speaking with a supervisor was placed on hold then told to leave message which I did no one has replied. I would like to be reimbursed $53.89 for the return shipping. Total purchase $365.51 My credit card was charged 7/3/24 received Credit 7/15/24 same amount. Thank you for your time appreciate your assistance.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  False advertisement. These socks do not have a slip-grip. Every few steps you take it slips off and bundles in the middle of your feet. Terribly made. Tried contacting but they refuse to refund. It is already starting to fray and fall apart after 2 washes. We have had problems with socks in the past a few years back. Went on a cruise and decided to try them again after all the advertising but it is still poor quality and not worth the money at all.

  Business response

  06/27/2024

  Dear *********************,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you have experienced with our product. 
  
  We are sorry to hear that the socks did not meet your expectations and that you encountered issues with the slip-grip feature and the overall quality. We understand how frustrating this can be and regret any inconvenience it may have caused you.
  
  We have processed a full refund for your purchase. You should see the refunded amount reflected in your account within a few business days. 
  
  We value your feedback as it helps us improve our products and services. We hope to have the opportunity to serve you better in the future.
  
  Once again, we apologize for the inconvenience and appreciate your understanding.
  
  Best regards,
  *********************
  Customer Service Manager
  P ************ | Cariloha.com
  

  Customer response

  06/27/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Until August 2019, Cariloha offered a lifetime warranty on it's Resort Bamboo Bed Sheets. If sheets ever developed holes/tears that were due to manufacturing issues (that were not a direct effect of user mishandling), Cariloha would replace the sheets. I purchased a set of white Resort Bamboo Bed Sheets for $234 on 10/14/2016 and a set of Beachwood (green) Resort Bamboo Bed Sheets for $196.85. Both these sheet sets developed holes or small tears over time due to general washing in the washing machine/dryer or simply putting the sheets on the bed. The company will not honor their lifetime warranty anymore and said they have changed it to a one-year warranty. Lifetime warranties that influenced our purchasing decision should not be voided/worthless simply because the company later on changes their policy.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On Dec 16th I ordered two (2) Bath Sheets as Christmas presents. I received the USPS notification that they were delivered so I sent a message to the recipients. They said they had not gotten a package, they checked with neighbors and no package. I contacted Cariloha since this was not a FOB origin purchase and needed them to file with their shippers for insurance coverage. I was told by their CSR that they do not do that and I was out of luck. For almost ~$100 that was not a sufficient answer. All the major shippers give shipping insurance for free up to ~$150 exactly for this reason. If it was delivered to the wrong address, stolen etc. A "delivered" notification does not equal the item actually being delivered. To not stand behind services is terrible business practice.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  WARNING! THIS COMPANY HAS TERRIBLE CUSTOMER SERVICE! THEY HAVE FAKE REVIEWS ON THEIR WEBSITE, CHECK TRUST PILOT AND FACEBOOK FOR REAL REVIEWS ON THEIR PRODUCTS! I bought 6 pieces of clothing from them (ordered on august 5th and my order number is #******) because they looked like a legit business and I've never had bamboo clothing before and it sounded cool and nice so I ordered (+ I had a 30% off coupon). When I finally received my order I was missing 3/6 of the items. I was missing two pairs of shorts and and a shirt and when I tried contacting them they never responded so after a few days I sent another email and they finally responded a few days later and said they would check the shipping weight and the weight of the clothes to see if they match. They took 5 days to do that... 5! and when they finally responded they told me the weights matched the amount of all the clothing I bought so they would not be shipping me the missing items so I asked for a refund and they refused to do that too. I am insanely disappointed because I have never dealt with customer service this terrible and to be honest I dont know if they are telling the truth and if they are then its still their responsibility to fulfill my order because at the end of the day my package was missing the items. Please send me my money back at this point because I plan on returning the other clothes I bought because I cannot support a shady business like this. There are plenty of other honest businesses out there that could use a customer like me. I won't let you steal my hard earned money. I'm going to fight for it. I genuinely have no idea how you guys are still in business. I have never made a complaint about a business in my life until today.

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a resort sheet set on 5/30/2018 from Cariloha's F*******, Jamaica location while on a cruise. I have purchased many of these sheets sets due to their lifetime guarantee they strongly pitch when you are in their store. They have always elegantly honored this warranty in the past, when I have had any issue. I just reached out on 4/18/2023 to file a claim for the set of sheets mentioned above for having holes start in the top and fitted sheet. I was told that my concern is not qualified for replacement. That it is normal wear and tear. I have 6 sets of the resort style sheets and this is far from the case with my other sets. I have had to replace a two different sets in the past for similar issues. I have never had this issue with their customer service or lack of honoring the lifetime guarantee that was sold to me when I purchased a set of these sheets. I spend more money on these sheets mostly for the guarantee and customer service they used to provide. They have all of my contact information I was never notified of a policy change and the is absurd that they will not honor what was promised/sold upon purchase of their merchandise. I see many other people have been having this exact issue over the last couple years. It is just simply unacceptable!! You can not take back something that is already sold/guaranteed. That is false advertisement! I would understand if this item was replaced it would fall under the new warranty but that is not the case. I have provided Cariloha with all requested information and even proof of their company honoring the lifetime guarantee in the past for the exact same issue they are stating is not a qualifying issue. I have detail correspondence from both times; yet, now when I have an issue it does not qualify? What changed here! I also want to add that the communication is very rude. Stating they have never covered these issues in the past. I happily provided proof from both past cases, all in writing but no response.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Called Cariloha today to get replacement sheets using the lifetime warranty because the elastic is loose and no longer stays on the bed. I was told my product is no longer under the original warranty because they changed to a 1 year warrantee in 2019. After explaining that I have had these sheets replaced 3x with never ever having a problem getting replacements and them even seeing the last replacement in their database I was told that they would not replace my sheets. Unfortunately a lifetime warranty is a lifetime warranty and you cannot change the warranty terms after the fact. The only reason these sheets were purchased was the fact that the lifetime warranty was advertised and having utilized the warranty 3x already I am perplexed on why they are still not honoring the warranty.

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased items from the retailer on November 16, 2022. The items were not the quality we expected and we filed to return them. We ended up having to pay $93 for returns which was not clear at checkout. This company seems to be running a trap for customers and needs to be investigated.

*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. ↩