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:06/24/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 husband and I ordered these goose down pillows, knowing that we had a 30 day money back guarantee if we were not completely satisfied. They had raving reviews, etc. The pillows are very flat and not what we expected . We followed the instructions to return the pillows by emailing to request a mailing label. I have sent three emails and they have not sent a mailing label or respond to my email. I have also called the number on their website, but I only get an answering machine. I have left my number and no call backs.

• Initial Complaint

  Date:06/13/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 Restlinens Order was placed online May 18, '25 for a King **** Pillow. Order # ***** for $129.00 I received the pillow on May 24. I am not pleased with the pillow and have been attempting to reach them as required to initiate my return. They have a 30 day money back guarantee. I have reached out via three emails to them and three phone calls **************. I've received zero response in emails and in the phone calling I reach a recorded message stating unreachable.

• Initial Complaint

  Date:06/02/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 ordered and received two pillows from this company on 4/5/25. Per their website and advertising, the pillows were advertised as Goose Down Pillows. The company also advertises that if the customer is not satisfied, they can return the pillows within 30 days by emailing ****************************** to start the return process. They also state that you can respond to your order status email with any questions (******************************) but I also obtained another email from their website ***************** which I've also emailed as you can see in the uploaded document of my email history. After sleeping on the pillows for a couple weeks, I started feeling itchy feathers poking through the material and realized they are not 100% Goose Down filled. I am prone to allergies, so I specifically only purchase items that are truly 100% down filled, so I am trying to return my order for a full refund. I first emailed the company on 4/29/25 within my 30 day window to return the items. Second email on 5/6/25. Third email sent on 5/10/25. Fourth email sent on 5/14/25 and 5/27/25. I've also tried calling the company several times at ************ to which there is a recording that states this number is not taking calls. I've never received a response to any of my email correspondences. I am at a loss at how to reach anyone that works at this business to assist me with returning my very expensive pillows that I can't use.

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 ordered a king size pillow on 1/21/25 because they had good reviews and offered a 30 night money back guarantee if you were not satisfied. ************************************ I tried the pillow for three nights and it was clear that it lacked down and did not provide adequate support. So I emailed the company according to the website instructions to notify them that I wanted to return the pillow under their "30 night, risk-free trial" and never received an email back from them. I also tried calling the number and an answering machine answered stating that the mailbox was full. Currently, if you try calling them it just hangs up on you. I also tried using the "chat" function but no one ever answered it. In April, I filled out a Trust Pilot review, and then they emailed me back stating that they would offer me a 15% discount off my purchase if I would keep the pillow, but that if I was sure that I wanted to return it, they required that I send photos of the product before returning it to them and then they would email me instructions about how to return the pillow. I did as they asked, but, once again, have not heard anything back. This is a shady unreliable company and the public needs to be warned. At this time, I would like them to make good on their promise and refund my money.

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  It started back in February, I ordered two pillows from rest **********. The day they arrived I opened up one pillow it was heavy itwas hard, and I decided at that point I was going to return them. I started sending emails to the company asking how I can an item we went by and still no response. I sent up to 12 or 15 emails to them. Finally, someone contacted me and said in orderto get your refund you will need to take pictures of the item and then send them back to us which I did. I have a of the Receipt I received at the post office. It cost me $100 to send them back. They had said they would send me a label and theynever did. I have all of the messages that I sent to them asking for help and they just ignored me. When I started filing complaint, I saw that you had a telephone number for them so I called them, and their mailbox is full. This is a horrible company. I wanna do is get my money back for the pillows and if I don't get my money back for shipping, I'm out $100 I would like to receive $300. I'm hoping you can help me. Thank you. ***** ********.

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2 pillows from Restlinens, an on-line company for about $219 on February 10, 2025. The companys website said I could return within 30 days if not satisfied. I contacted them on February 26 to initiate a return and several times after that but restlinens never responded. I also called them at the phone number listed but the mailbox was full.

• Initial Complaint

  Date:03/07/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 a product (pillow) on Feb. 3, 2025 from Rest Linens, order Restlinen1486 for $119.00. They have a clear return/refund policy within 30 days, which I adhered to. I emailed the company initiating a return on Feb 24, 2025. I followed up on Feb 25 and received one email in response on Feb *************** to send pictures of the product I was returning. I sent all requested pictures and a video. The policy states not to return the product until confirmation is received to move forward with the return. I never received a response. I have followed up via email on Feb 26, 28 and March 3rd and again on March 4th. I tried calling the phone number on the website on March 6th which went straight to voicemail and a full mailbox. I messaged the company on Instagram and ******** as well as tried the website instant chat all on March 6th. I sent a final email in March 6th stating I was filing a complaint with the BBB. I only wish to return the product and receive a refund of the $119.00 I paid via ******. I have attached the refund policy and the one email that I received that clearly states to not send the product until they have reviewed my pictures and approve the return, and the pictures of the product I sent to the company.

• Initial Complaint

  Date:03/01/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 ordered these pillows on 2/15/25. On the 23rd I got the email about the delivery exception. I emailed the company and they recommended that I contact the shipping company. There is no information about them anywhere. I then contacted them again requesting information for the shipping company. No reply. I then emailed them for a refund. I got one back telling me to send the item back first. I asked them how was I supposed to send something back that I have never received. No reply from them. I have requested a refund several times but no reply from the company.

  Business Response

  Date: 03/11/2025

  Dear BBB Representative,
  We would like to address the complaint filed by ***** ***** regarding her order. The item was not successfully delivered, which may have been due to logistical issues or an incorrect address provided by the customer.
  Upon learning of this issue, we promptly reached out to ***** ***** via email, offering two resolution options:
  A free reshipment of the item.
  A full refund, provided the complaint is withdrawn. This is necessary as our system does not allow refunds while a dispute is active, and it also helps prevent duplicate refunds.
  Despite our efforts to provide a fair and reasonable solution, the customer has continued to apply pressure rather than consider the options presented. We remain committed to resolving this matter amicably and fairly.
  Please let us know how we can assist further.
  Best regards,
  boine

  Customer Answer

  Date: 03/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution of a refund is satisfactory to me.
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 03/20/2025

  Restlinens has made no attempt to contact the chargeback company as of today 3/19/25.  I believe that they have had more than ample time for this to have been resolved. Therefore I believe that the case should be reopened.  I sent them the email that I previously sent to you dated 3/11/25.

  Customer Answer

  Date: 03/29/2025

  The company said that they cannot reverse the chargeback.  They contacted Restlinens but got no reply. Restlinens needs to contact them in order to get the chargeback taken care of. Until they do the chargeback will remain active.  They need to do this ASAP in order to get this resolved.

• Initial Complaint

  Date:02/25/2025

  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.

  I am not happy with the product and was trying to contact them to get a refund and return the pillows and pillow cases I purchased.Order date was Feb. 2nd The return policy is 30-Night Risk-Free Trial Policy I've emailed them (per their instructions) three times now, on the 15th, 18th and on the 23rd and have gotten NO response. I tried to chat online through their website but that won't work. I tried calling the number on their website and says to leave a message and then that the "mailbox is full"!Something shady is going on, I hope you can help. Thank you!

  Business Response

  Date: 02/26/2025

  The return process has been sent to the customer via email.

• Initial Complaint

  Date:02/23/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On January 23, 2025 my order of two (2) pillows and two pillow cases arrived. This order was made on the internet and paid with a credit card. As I have been plagued with sleeping thru the night, my quest has been to find a pillow that works for me and my sleeping position. I have tried a few dozen pillows and I am happy to say I finally believe I have found one. Unfortunately it is NOT this particular (Restlinens) pillow.I was intrigued by the things Restlinens said in their advertising. I looked at their profile on the BBB as well to find there were no issues. It is unfortunate I must file this complaint. I have found a few of their statements to be untrue in my case. Additionally I see the same issues I have on "Trustpilot".1) "30 night RISK FREE trial" This statement is, as of this writing, untrue. There is a risk! It cost me $66.84 to return the pillows. I am losing on this "NO RISK" claim!2) **************************** This has been anything but perfect. The hoops I had to go thru were unlike anything I could expect to jump thru! After 6 attempts to reach them they finally answered my request to return the pillows. They gave me a list of things to do - - Take pictures of the pillows, which I did. Put them in their original packaging and take pictures, which I did. This was difficult as the pillows came pressed in plastic and they expanded. Getting them back in their boxes was not easy at all! I did this as well.Use the address and return authorization on the return box. I did this too!I was offered a 15% discount to keep the pillows which I obviously declined.I paid $219.00 total to Restlinens AND had to foot the bill for the return of $66.84 from ****** If this company is as they say, I will expect a refund of $285.84 which includes the return shipping. I expect they will balk at this but hopefully they do the right thing. Attached is all the documentation on this transaction.