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Business Profile

Online Retailer

Nacove, LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 37 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/25/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Purchased these Pillows on line but received no confirmations. 2 weeks later I received the order times 2. Both hit my credit card. Product was not as adverised. Attempted to return (they promised a risk free 30 day warranty) but they are requiring an order number which I never received. I have contacted **************** 8 times and they refuse to provide my order number. Only contact phone number is in ********* and they don't answer that. Do not do business with this horribly rated company.

  • Initial Complaint

    Date:01/18/2024

    Type:Product Issues
    Status:
    Unanswered
    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 a goose down pillow that purported to help neck issues. The pillow had a "30-day money back guarantee". When the pillow arrived on 1/10/24, the outer packaging was damaged, but the inner packaging was intact. I opened the pillow as instructed from a vacuum-packed wrapper, saved all the packaging except the damaged outer shipping bag and let the pillow sit to "fluff". When I tried the pillow that night, I put it in a clean pillow case so I woudn't get it dirty and could still return it. Within 30 seconds, the pillow flattened to almost nothing. I removed the pillow and put it away to return. I re-packaged it into the vacumm-sealed bag and the 2nd bag it was in and put it in my own shipping bag. I then emailed the company for return instructions and that's when the problems started. I now have 6 emails from someone named ***** who keeps refusing to give me a return label to ********. Apparently, this is just an address they use, but they want me to ship to ********* which will cost about 1/3 of the total price of the pillow. Now they want me to re-open the pillow and supply "4-5 photos"...it's just constantly trying to wear me down. I went and found all the reviews I could on line (which I should have done before purchasing) and apparently, I am not the only one who has been scammed like this. There are many others with the exact same experience. Now that I've read reviews, I see that even if I ship back to them, they won't give me the refund anyway so I do not feel comfortable shipping.

  • Initial Complaint

    Date:01/12/2024

    Type:Product Issues
    Status:
    Unanswered
    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 two pillows from Nacove on 9-13-23 that came sealed together. I received them on 9-28-13. I paid for it in four installments for $52.25 each through Affirm. I wanted to return the item. It was unopened. I got approval from Nacove to send it back. I did send it back. They received it. They stopped responding to my emails about when the return would be processed. I then disputed the charges with my credit card. They went to Nacove and they agreed to give credit. They only credited two of the $52.25 amounts. My credit card company needed to get a response and credit for all four payments. Nacove never responded for the other two. My credit card then gave me a credit because thats their policy when a company stops responding and because clearly Nacove agreed to a credit that they had the returned item in possession. If Nacove agreed to two of the installments they must agree to all, which were just installments for said item. Now Affirm is saying Im overdue with the two payments because my credit card pulled the money back from Affirm as they were getting the credit from Nacove via my credit card fighting it for me. Affirm never got the 2/4 back because my credit card paid me directly at cost to Citibank for the two no responses. To make my account right with Affirm I would need to pay those two payments that Nacove clearly needs to credit Affirm for. So basically, I would need to pay Affirm for a product I dont have. Nacove has the returned items and needs to refund to Affirm the two payments. I should not be held responsible. They are awful to deal with. Stopped responding to me and my credit card company. They can refund me, and I'll pay Affirm or they can refund Affirm for the last two payments.

  • Initial Complaint

    Date:12/28/2023

    Type:Product Issues
    Status:
    Unanswered
    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 ordered this pillow on December 10th and it arrived two weeks later. I immediately knew the pillow was not as it was described in the advertisement. Instead of late and fluffy it was big and heavy and it was not goose down. The quality was just awful. They say they have a 30-day comfort warranty. I did not use the pillow as I knew I did not want it as soon as I saw it. I've been trying to contact them everyday for a week now and they won't answer emails, chat, or online comment sections. I'm willing to return the pillow. I just want my money back. This place is a big rip off.

  • Initial Complaint

    Date:12/26/2023

    Type:Product Issues
    Status:
    Unanswered
    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 had purchased pillows from this company on 9/30/2023. I used shop pay to pay in 4 payments. Pillows were delivered on 10/4/2023. I tried out the pillows with the 30 day trial Nacove offered. I didn't like them so sent them back. I have a tracking number that tracker the package of pillows back to the address Nacove requested them to be sent. I shipped the pillows back on 10/23/2023. The company has failed to correspond and return my monies owed to me. The company no longer responds to my emails. This company is terrible to work with with. Their customer is slow and non responsive. I demand my full refund of the monetizes owed which is $209.00.

  • Initial Complaint

    Date:12/22/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Absolutely disgraceful company. I asked for a refund from their 30 day guarantee. Was denied, but asked that I accept 30% refund and 20% discount on future products. I stated no, refund please. They then asked that I take 5+ pictures of the pillow. I sent them. They replied that their background systems werent working and they couldnt provide a shipping label. Forwarded an address in the US to ship it to then asked that I reply when it was delivered. What kind of scam is this place running. This is just another ghost drop shipping company. ***** head of customer service is just some useless AI chatbot.

  • Initial Complaint

    Date:12/12/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Company said item was delivered yet I never received it

  • Initial Complaint

    Date:12/05/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Purchased pillow online via Nacove...specifically because they had a 30 day return policy. Upon pillow's arrival, opened package to let pillow come to true size. Pillow was far too thick and firm for my neck (have neck issues). Contacted NACOVE immediately for return details. Did finally receive email (s) but they were offering % off discounts for other products and wanted me to keep the pillow instead. I said I didnt want a discount on other products and I was fine to pay return shipping and desired a refund. They Wanted me to send 4-5 pictures, which I did. They finally did 'approve' the return by giving me an address to ship the pillow to in **********. Then they wanted me to notify them when tracking showed it was delivered. Communication VERY slow and sporadic - usually several days between each email. No phone number provided. Received only one communication since ****** was returned to them - "to please be patient as our warehouse is extremely busy - plan to wait 2-4 days for a response" - by the time I received that message they already had it for 3 days. I keep sending daily emails to no avail (no responses). they are in the process of getting their pillow back and based off these reviews I suspect they refuse to refund my $119. I followed their return policy to ***, jumped through ALL of their hoops to follow their process, was well within the 30 day return policy. Company's customer service is minimal as emails look like they are cut/pasted from other messages. Definitely a SCAM and a sham company. I have documented all emails, photos and return shipping information. BEWARE!!! This company is a SCAM!!!!

    Customer Answer

    Date: 01/03/2024

    They never refunded my money. 

  • Initial Complaint

    Date:11/17/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 a pillow and once I realized how big it was I requested a cancelation. It was too to cancel so they told me to ship it back when I received it. I paid for the shipping, followed all of their instructions (which included providing them with pictures and tracking information). The product was delivered by *** and it was signed for on 9/06/2023. I purchased the product on 08/14/2023.They still haven't refunded my money. I filed a dispute with my credit card but they are saying that the company is in the right but I have proof of delivery. I'm still working with my credit card to correct this but in the mean time I'm really frustrated that this company is lying about receiving the product in perfect (unopened) condition.

  • Initial Complaint

    Date:10/31/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Transaction date August 8, 2023 $499.00 for two King size 20 x 36 Nacove Royal Comfort Goose Down Pillows Returned pillows, **** tracking **** **** **** **** **** 55 on September 9, received by Nacove on September 11, 2023.Persistent emails to Nacove have gone unanswered.Found this company on ********* advertisement.

Nacove, LLC is NOT a BBB Accredited Business.

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