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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:10/22/2023

    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.
    I purchased a pillow from Nacove after reading their return policy online and saw the 30 night risk free trial. Once received I realized that it was not going to work right away. The product was never used. It took me 2 weeks to get them to respond to my request to return the product at which point they kept asking me to keep it and theyd give me 20% off, then 40%. Finally they accepted that I didnt want it and required a refund and instructions on their process. It was mailed back to them following their instructions. Per **** tracking it was received. They still have not refunded my my $119. My credit card wants no part of this for some unknown reason. Beware! They will not give you a refund as they claim.

  • Initial Complaint

    Date:10/09/2023

    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. Put hand on pillow to test firmness and decided it would not be firm enough for my neck (have neck issues due to car accident). Contacted NACOVE for return details. Did receive email (s) but they were offering % off discounts for other products and wanted me to keep the pillow instead. I mentioned I was fine to pay return shipping if I could get the refund. Wanted me to send pictures, which I did. They finally did 'approve' the return by giving me an address to ship the pillow to. 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). Now they have their pillow back and they have not refunded 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. Ironically the last message I received from them in regards to my showing the return pillow was delivered was "thank-you for your order..." 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.

    Customer Answer

    Date: 10/27/2023

    Hi BBB,

    An update...I had also noted that I paid for the product with PayPal, so opened up a case with them.  They were able to determine that NACOVE should have refunded me and they were finally able to get the funds from NACOVE.

  • Initial Complaint

    Date:08/30/2023

    Type:Sales and Advertising 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 from this company that has a 30-day "risk free" return policy. I attempted to reach out via the website under "returns", following the instructions, to initiate a return about 2 weeks after receiving the pillow (website indicated I would be contacted via email). I was not contacted. Reached out again the same way about a week later, was not contacted. Reached out again using messenger on the website with no response. Then received an email asking me to email them. I did. After several back and forth emails with requests such as sending 4-5 pictures of the pillow first and basically refusing to provide a return address I gave up as I knew they had no intention of giving me a refund and stated so. At that point they said my 30 day return window had closed. I tried to initiate the process well within the 30-day window but felt i was given the run-around long enough that I could no longer make a return.

  • Initial Complaint

    Date:08/25/2023

    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.
    ordered online not satisfied with product experiencing neck & back pain. lack of response from company no answers re return & refund

  • Initial Complaint

    Date:08/19/2023

    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 bought a pillow from Nacove, LLC for $119 on 6/16/23. The company is essentially advertised to be within the ****, with a **** address listed on their website. They also have a **************** Policy - ************************************************************** - that states a 30-night money-back guarantee.I contacted Nacove to request a return on 7/10/23 because the pillow was not soft or suitable for any sleeping position, as had been advertised. They made me jump through hoops to get the return accepted via multiple email responses, in this order:1. first asking for feedback and specifics around my dissatisfaction 2. urging me to buy a new pillow and saying they'd only give me a 20% refund 3. discouraged me from returning it due to the high shipping cost 4. asked me for photos of the the pillow (including a panoramic, they requested)5. finally providing me with a shipping address in ***** and not the U.S. (but no shipping label, as the policy indicates they would provide - even though I'd have to pay that cost). It took 10 emails to receive a shipping address, and the shipping cost to ***** is high. Their website is misleading, with no mention of a ******* location or indication that returns need to be sent to ***** (which is a cost of at least ~$40).

  • Initial Complaint

    Date:08/13/2023

    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.
    Nacove states a 30 return policy. I have contacted them numerous times regarding the return of a down duvet that I need to return. I have not heard back from the company. I would like to return the down duvet for a full refund. Please help.

  • Initial Complaint

    Date:08/01/2023

    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.
    Ordered pillows in April 2023. Received in May 2023. 2 pillows are $209. Nacove website offers a 30 night return guarantee. ******* received in May 2023 and were not as advertised. Hard as a rock. Flat. Immediately contacted ******************************* as instructed many times. I have all of the proof of contact. Filed complaint with my credit card company. Just heard back from Nacove this week and now they are saying it is over the 30 days, so I dont qualify for a return. This is a total scam! After reading the other complaints, it seems I am not the only one that fell for their deceptive advertising / return guarantee.

    Customer Answer

    Date: 08/21/2023

    Just FYI.  It looks like they just rebranded and have started their scam under a different name.  DreamVelvets.com.  Same photos.  Same refund guarantee etc..

    Ive definitely learned my ****** about buying from a ******** ad!

    Thanks for the update.

    *************************

  • Initial Complaint

    Date:07/12/2023

    Type:Sales and Advertising 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 attempted to request a return of these horrendous down pillows and cannot get any reply. *** tried over 15 times to email and even tried going through my back with no luck. The company flat out lies about having a 30 day trial period.

  • Initial Complaint

    Date:07/10/2023

    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.
    Nacove's website touts a 30 day risk free trial. I contacted them regarding returning one of my pillows within that period (purchased 2) & they first tried to push me to purchase another at a discount, avoided my questions re: return label & then moved on to say I'd need to return ship to their ***** warehouse 'since it was already used' (there is no way to test a pillow without opening) despite a ******** address being listed. All other online pillow retailers offer and support easy returns during a trial period. You can even see the policy listed at the top of every page of their site. The *************** support is poorly translated & they are trying to do everything in their power to avoid facilitating the return. They also do not offer a phone number to call despite many requests for a call with a manager. They are adding new stipulations not listed on their policy to try to create more obstacles. I would never purchase from this company nor would I recommend anyone else do so. Most recently I told them they could either keep the ************* could refund me less cost of shipping to ** or I'd pay to ship to **...

  • Initial Complaint

    Date:06/16/2023

    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.
    transaction date May 23/23 spent $191 ******** (its a ** site) on a goose down pillow that is wonderful to look at but flattens like a pancake when used. This cause painful neck issues and shoulder issues. I immediatley contacted them for a full return and refund as shown on their site. Since May 24 I have emailed them 8 times and requested a full refund upon return. They keep emailing me telling me they are working on a return label (so far it has been 10 days of me asking for one and still have not received it). They also keep trying to sell me ANOTHER crappy pillow at 40% off. Why would I want to buy a 2nd pillow if I didn't like the first one!? They REFUSE to send a return label and are now refusing to answer any of my emails. I want a full refund with return shipping paid by them. THis is a scam of a company. I want my money back.

Nacove, LLC is NOT a BBB Accredited Business.

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