Cuddle Clones review: Original plush cuddle clone

Order # CC-454485

Order placed on 8/28/2023

Item ordered - Original Plush Cuddle Clone

Total amount paid (including 4 week rush delivery) - $269.20

My dog, Oliver, was put to sleep on July 7, 2023. I decided to order a custom clone of him from Cuddle Clones after reading reviews online. I placed the order and submitted photos of Oliver on 8/28/2023. I paid the extra fee of $59 for the 4 week rush option so that I would have the clone back in time for my birthday. Cuddle Clones reached out to me a couple of days later to ask more questions and requested more photos. I immediately responded to them.

I was shocked to learn on September 11th (2 weeks after placing the order) that it was completed and being shipped to me. When the package arrived, I noticed the information provided was not followed and it did not resemble Oliver as many others online and on YouTube had received a clone that was very close to a perfect match and I wondered if they understood my directions, although I was very clear. I noticed on their website they offer remakes and provided details of what to correct.

I sent the clone back to the company and they received it before the 30 day deadline on October 13th. I was informed it could take 6-8 weeks for the remake to be delivered back to me.

On December 12, 2023 and still no delivery of the remake, I sent an email to the company to ask for a status. On December 14th, they told me there was an error that fault of the company as my remake was incorrectly coded. I was offered to continue with the remake or a refund. I informed them to do the remake as having the clone was more important to me. I was informed that they were giving it high priority to be completed within 2 weeks. Later that day, I got the email that the remake request was submitted.

After waiting the 2 weeks with no update on shipping, I emailed the company again on January 2nd and was informed that it was in the final stage under the quality control team and I would be notified when it was shipped anytime soon.

It has been 5 weeks since I was informed that they made an error and I was being given high priority and to allow 2 weeks for the remake. It has been 3 weeks since I was informed that it was in final stages with the quality team and I still do not have the clone remake nor received any shipping information.

I wish I had requested the refund but Marvin has always made me feel in the emails that he is handling my order and felt confident that the company took good care of their customers from reading reviews online and watching YouTube videos from happy customers. Additionally, I watched and read interviews with Jennifer Williams (CEO) and as the mission statement on their website showed they cared about the special bond between humans and their pets.

The positive comments left by people on their website do not matter anymore after the treatment and lack of service that has been given to me. I would like my clone of Oliver so I do not have to go to another company and start this process over. I demand Cuddle Clone resolves this issue by one of the following:

- Send out the remake clone of Oliver using the detailed instructions provided in October for the remake and ship to me immediately as expedited shipping.



- Although their policies on the company's website states they do not refund rush fees, I feel a refund for the full amount paid of $269.20which includes the rush fees is reasonable considering the handling of this transaction and wasting the past 3 months of my life waiting on a product to be delivered to me after being informed of fake promises of 2 weeks.



In addition to filing this complaint with CompalintBoard.com, I will be sending this same communication to Marvin at Cuddle Clones and with hope that Jennifer Williams is still the CEO of the company, I will be including her on the email.

Thank you from a very unhappy Cuddle Clones customer!