Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Incredibly dissatisfied with the way this return was handled. I am out $45 because this product did not work for my body type/sleep patterns. This business requires you to figure out a return box solution, potentially putting the customer out even more money. As a business selling a product to help people, their policies do not show it. You are charged a $25 return fee, even if the product does not work for you. And you are not refunded on the shipping. For any other business, it would be a complete refund on the entirety of the order since the product did not work. Especially, since I was a customer who tried (for about 2 months) to have this work for me. Anyone even remotely interested in this product should reconsider because if it does not work for you, you're out at least $45, which is absurd. I paid YOU for a product I no longer have. This business should be ashamed, and I will not be recommending this to anyone.

  

  Business Response

  Date: 04/03/2023

  Hello! I am so sorry you were unsatisfied with your MedCline System. We have our 60-night return policy in place to protect customers like you who are not satisfied. We understand that while most people fall in love with the product, it is not for everyone so in those cases we allow you to return it for a refund if you are not happy. Because these are a Class 1 Medical Device registered with the **** we must dispose of the items. As noted in our return policy, the $25 return fee covers the shipping and disposal of the product. The original cost of shipping is nonrefundable, because that is a service that was already rendered. I hope this helps!

• Initial Complaint

  Date:03/14/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this pillow. Of course you have to open it and try it to see how it is. Then they say you can't return it. This pillow is very hard like a throw pillow at a hotel. It stinks badly, smells like dirty mop water, and my eyes were irritated and tearing. It's an expensive piece of garbage. The swan pillow is 1/3 the price and probably better. When I told them the pillow is hard, not soft and fluffy looking and stinks badly, they could care less. It's a stinky, hard pillow.I was on the pillow about 20 minutes, then I threw it on my couch. If it was defective they should have taken it back, but apparently they know the pillow stinks.I asked for my money back, and they refused. They probably have a lot of people asking for their money back and that's how they make their money by not refunding ours back.The customer service is very bad, and I would never purchase anything from then again. The BBB should give them an F- on their website.

  

  Business Response

  Date: 03/16/2023

  Hello! We are sorry to hear about the trouble you are experiencing. Like a brand-new memory foam mattress, you may notice an odor to our products upon receipt, which are compressed for shipping. Dont worry, the new foam smell is normal and completely harmless. It should dissipate within a few days, but for those who are more sensitive to smells, it may take longer. To hurry this process along, we recommend removing the cases, washing them, and airing out the foam itself in a well-ventilated area. Vigorously fluffing and shaking the body and insert pillows can help as well. MedCline products are constructed with multiple types of polyurethane foam that are 100% latex-free and 100% hypo-allergenic. All materials used are validated by a 3rd party as CertiPUR-US, which ensures that the materials are free from flame ******ants, heavy metal, and other harmful chemicals (more information about CertiPUR-US can be found at certipur.us). As noted in our return policy, Therapeutic Body Pillows cannot be returned once opened however we will make an exception and issue you a refund less the cost of shipping.