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:03/22/2023

  Type:Product 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.

  Purchased a pillow (order number *******) January 13, 2023. Requested to return the item January 21, 2023. Received an automated email, asking about doing an exchange. My return was not granted as expressly requested via email. After not receiving the requested return I then request to exchanged the pillow for another one in February. At that time I was sent a return label February 23rd. Once that pillow arrived I requested to return the pillow (unused) as upon delivery I realized that it would not meet my needs. I was told that they would not be able to process a return since I was outside of the 30 day window. However, they would allow me to complete another exchange. I've gone back and forth with them. I just want to return the pillow and receive my money back.Thanks,****

  

  Business Response

  Date: 03/24/2023

  Hi **** ,

  Thank you for reaching out to us about your issue. After investigating, I can see you are outside the 30 day return with money back policy. Our customer service agents replied back to your email requesting an return with our automated return/exchange email. In that email it clearly states our return and exchange policy and you chose the process an exchange with us. You are on day 73 out of 90 to process 2 more free shipping exchanges. Please reply back to the email we sent you on Wednesday 3/33/23 to process another free shipping exchange for a item you would like better.

   

  Best Regards,

  Pillows.com

• Initial Complaint

  Date:01/03/2023

  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.

  My sister purchased a pillow for me as a gift. She paid $63.00 and had it shipped to my home address on 11/30/2022 via **** *** transferred the package using their surepost service to the US ************** on 12/6. I never received a parcel notice. The tracking information states it was picked up from the post office on 12/20 at 9:09 am. I did not pick up the package. *** won't allow me to file a claim. Pillows.com refuses to refund the purchase or ship a replacement because "******************************* must have picked it up." As the shipper, they should bear the burden of determining where their shipment went if the recipient is stating it was not received.

  

  Business Response

  Date: 01/04/2023

  Hi *****,

  Occasionally packages do go missing and as a first step we like to investigate. When asked why this package was stating that it was picked up from the post office your response was disproportionately combative and downright mean. 

  This is a fairly standard operating procedure that we follow multiple times per day as we ship thousands of packages. Our customers packages that do go missing are generally reshipped with a signature required the next day after we have confirmed someone hasn't picked up the package. We didn't make it to this step with your sister yet when you insulting me. We are in the business of helping people sleep better and our customer service provides fantastic help to our customers, especially those with returns, exchanges, or items not received. 
  
  I am refunding your sister back for order 3166091.
  
  She will get a full refund back and it will be seen in ***** hours. 
  
  Best Regards, 

  Customer Answer

  Date: 01/04/2023

   
  Better Business Bureau:
  
  I stand by the fact that customer service is not the strong point of this company, by not offering to do further investigation, offer replacement, or offer a refund, until two complaints were sent to the company and the BBB was contacted.

  The resolution is satisfactory to me.
  

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/24/2022

  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.

  I've purchased new ************* from this ******* back in 7/8/2022 order number ******* and paid $$105.18. The pillow I received didn't have much cushion and it felt too soft for me, so I wanted to return it for refund. I've called and sent email to the *******, no response, so left a complaint on Better Business Bureau, but now its erased or gone. Not sure what happened. Person name **** reached out to me with return shipping label, so I simply returned the ************* that was delivered. **** ******* is saying the pillow does not belong to them and cannot issue refund. I will never purchase any pillows from this ******* as my experience with customer service is terrible.

  

  Business Response

  Date: 08/26/2022

  Dear *****,

  The claims you are making are not accurate. You left us a negative BBB review before you ever contacted our customer service about needing to process a return. I reached out to you after your first negative BBB review and issued you a free ***** return label so you can return your order and receive a full refund back onto your original payment method. However, your return box did not include an item we sell here on Pillows.com. You returned back a old pillow/pillow protector that Pillows.com doesn't not sell. When I was notified of your return being a item we do not sell, I emailed you immediately to notify you of this mistake. When I didn't get a reply from you, I email you again a few days later. I tried to help assist you in locating the correct product of ours to be returned and you claim you do not have it. We can not refund you for any old item you return. I will state again here, you need to return the pillow we sent to you to receive a refund. I am happy to give you a new free shipping return label once you locate our item to return. If you do not have our item to return, I kindly ask you to stop harassing our company. You have been heard on many review platforms and they have agreed you are in the wrong here. I hope the BBB will also delete this 2nd review you have made as it is not an accurate depiction of the circumstances. 

  Best Regards,

  Dana