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:02/20/2025

  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.

  We are trying to return a pillow purchased from Restlinens. Their return policy is 30 days. We have contacted them through email several times with no response.

• Initial Complaint

  Date:02/15/2025

  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.

  Items purchased online 1/19/2025. Received approximately 1/30/2025. Reached out to them numerous times starting 2/10/2025 to return per their posted return policy and have had no response.

  Business Response

  Date: 02/26/2025

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

• Initial Complaint

  Date:02/14/2025

  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.

  Placed an order for two pillows. Return policy indicates they will refund products within thirty days. Difficulty getting in touch with company to arrange return. No response to telephone calls or emails. I submitted the photos of items as requested in their policy. To date, no response. Goal: return product and receive a refund.

• Initial Complaint

  Date:02/01/2025

  Type:Service or Repair 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.

  Purchased expensive pillows with a 30 day money back guarantee. Cannot contact ANYONE. Will not return emails. No one will answer phone

  Business Response

  Date: 02/12/2025

  I have replied and sent the return approval email again today. Please ask the customer to confirm receipt.

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22887602
  
  I am rejecting this response because: it took 7 emails to get someone to acknowledge my return. I will be satisfied when I receive my refund. I will be shipping back product today. 
  
  Sincerely,
  
  ****** *** Masters

• Initial Complaint

  Date:01/18/2025

  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 2 sets of pillows from them. One pair were open and the other wasn't. They were not to my liking and asked for a return. They offered 15% discount to keep them and I rejected. Then they offered a 30% discount. I kept one pair and sent the other back. It cost me a ton to ship them back.They did not refund the pillows that were unopened, nor gave me the 30% *********** customer service. I have been ghosted.

  Business Response

  Date: 02/12/2025

  Dear BBB Representative,
  We appreciate your time in reviewing this case. Here is our response regarding the customers concerns:
  The 30% refund for order 1131 has already been processed. The customer should receive the funds within 3-10 business days, depending on their payment provider.
  Regarding the second return request, the customer provided the tracking number ******************. However, our warehouse has not received the return. Additionally, upon checking the tracking details, the package was returned to *******, which is not our designated return address. This raises concerns about the legitimacy of the return.
  Per our return policy, we can only issue refunds for items that are successfully received at our warehouse. Since we have not received the returned item, we are unable to process a refund at this time.
  We are committed to fair and transparent service and are happy to assist the customer further if they can provide additional proof that the return was sent to the correct address.
  Please let us know if you need any further clarification.
  Best regards,
  
  boine

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22829758
  
  I am rejecting this response because they asked me to return the pillows to ********

  This was rec'd on 1/10/25.  I am attaching proof of delivery.

  See below for the email they sent on 1/1 asking to ship the pillows to the address in *******, ***

   

  On Wednesday, January 1, 2025 at 02:30:51 AM PST, Rest linens <******************************************************> wrote:

  
  Dear Kazakian,
  
  Thank you for contacting us. To proceed with the full refund for your order #****, we kindly ask you to return the pillows to the following address:
  
  
  Online Seller RMA
  
  *****************************
  
  ********************
  
  ***
  
  
  Once the return is received and processed, we will issue a full refund to your original payment method. Please ensure the item is securely packaged to prevent any damage during transit.
  
  If you need further assistance or have any questions, feel free to reach out. Thank you for your cooperation!
  
  Best regards,
  
  
  boine
  
  
  Rest linens
  
  
  
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 02/20/2025

  Dear BBB Team,
  We appreciate the opportunity to address this matter. We want to clarify that there may have been a misunderstanding. Our team has been in continuous communication with the customer regarding their return and refund request.
  As of February 13, 2025, at 10:50 AM, we initiated the refund process for the returned items. However, please note that depending on the payment provider, refunds may take time to reflect in the customers account.
  We regret any frustration the customer may have experienced and are happy to provide any necessary documentation to confirm the refund status. Please let us know how we can assist further.
  Best regards,
  boine

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22829758
  
  I am rejecting this response because:

  I will wait for the refund to be satisfied.  This is through paypal.  Refund takes no time.  They know this.  The discount refund appeared immediately.  We can close this case when the refund is in my account.
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 03/06/2025

  Dear BBB,

  To this date, 3/6/25, I have not recieved a refund.

  Restlinens said they had initiated a refund last month.

• Initial Complaint

  Date:01/09/2025

  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.

  On December 31 2004 I placed an order with Restlinens for a plush paradise goose down feather pillow. I tried to cancel my order on January 1 2025 by sending them a message. No response until after it shipped days later. They are advertising a Hungarian goose down 850 fill power 3 chamber feather pillow for $129.00. When I received the pillow it is not even close to what they described in their advertising. Not 850 fill power and no 3 ******** either. Probably not goose down feathers either. The pillow is made in ***** and has a realistic value of $20ish. There is no place to leave a review, no phone number, no address, only messaging for communication. I used affirm to pay for it and have filed a complaint with them to stop payment to Restlinens. If they deny my complaint I have to pay $129

  Business Response

  Date: 01/20/2025

  Dear Better Business Bureau,
  We appreciate your bringing this matter to our attention. At Restlinens, we take every customer concern seriously and strive to address them promptly and fairly.
  Regarding the complaint filed by ****** ****, we would like to clarify the following:
  Order Cancellation Request:
  The customer placed an order with us on December 31, 2024, for a plush paradise goose down feather pillow. The cancellation request was made on January 1, 2025, but by the time we processed the message, the order had already been shipped due to our fulfillment schedule. We apologize for any inconvenience caused by this timing.
  Product Description Concerns:
  We take pride in the quality and authenticity of our products. The pillow the customer received matches the description of the product on our website, which clearly outlines the specifications. However, we understand the customers concerns and are willing to address them constructively.
  Resolution Offer:
  To resolve this matter amicably, we are offering the following solution:
  We are happy to provide a full refund of the purchase price, including shipping costs.
  However, we require the customer to return the product to us first. To ensure no additional burden, we are willing to cover the return shipping cost.
  Fraudulent Claims History:
  Please note, we have encountered cases in the past where false or exaggerated claims have been made against our products, leading to unwarranted losses. This is why we require the product to be returned to process a refund, ensuring fairness to all parties.
  We sincerely hope the customer agrees to this solution so that we can close this matter promptly and to their satisfaction. Rest assured, we are fully committed to maintaining a high standard of customer service and ensuring transparency in our processes.
  If there is any additional documentation or information required, we are happy to provide it.
  Thank you for your understanding and assistance in resolving this matter.
  We respectfully ask the BBB to handle this matter with fairness and to carefully consider whether it is appropriate to make this complaint public, as much of the language used by the customer seems to be based on speculation and includes statements that may not be entirely fair.
  Sincerely,
  boine

  Customer Answer

  Date: 01/23/2025

  I have used the pillow and stand by what Ive stated. I would like to dissect it and see if it does have three ******** as advertised. 
  Their website refers to with over 30 years of experience in pillow making. The pillow was made in *****. Hungarian down feathers are probably not true either. My main reason in contacting the BBB was I feel the company was very misleading in advertising the product as a high quality pillow when in all actuality it is not. I would like to see changes in the way the advertise their products to match the made in ***** quality they sell. I also would like to see this complaint/report be published for the public to see. 
  A refund is fine with me. As far as the return goes, they can refund the shipping cost when they receive the return, unless they want to send me a return label via mail before the format of February. Hopefully they dont say we never received it  Im going to ship it out on the first of February as Im on a fixed income and payday is the first of the month. Ill ship it to the address on the website and will notify you when its out of my possession and on its way back. Any questions or if you need anything else let me know. 

  Business Response

  Date: 02/12/2025

  Dear BBB Team,
  We would like to formally appeal a malicious complaint filed against our business. This particular customer has exhibited highly suspicious behavior that aligns with a pattern of fraudulent activity we have been facing from certain buyers.
  Non-Compliance with Return Policy: We provided the customer with a free return shipping label as requested. However, they refused to use it.
  Failure to Follow Return Procedure: As per our return policy, customers must confirm the items condition before returning it by providing photos. This customer did not do so and instead shipped the item to our office address rather than our designated warehouse, which is highly irregular.
  Pattern of Malicious Purchases & Complaints: We have been targeted by a group of bad actors, including fraudulent buyers or competitors, who systematically place orders only to leave unwarranted negative reviews or file complaints with BBB. Many of these complaints have no legitimate reason and appear to be tactics to pressure us into providing refunds.
  Resale of Fraudulently Obtained Items: Some of these individuals resell our products on other platforms after obtaining them through baseless claims, which directly impacts our ability to provide quality service to genuine customers.
  This behavior is severely impacting our business and the trust of our real customers. We kindly request ******************** to carefully evaluate the legitimacy of such complaints and consider whether to make them public, as doing so could encourage more fraudulent activities. Ensuring fairness in the review process will help protect both businesses and honest consumers.
  We sincerely appreciate your time and attention to this matter. Please let us know if any additional information is needed.
  Best regards,
  boine
  
  Ps:Our website's return policy can be found in the public footer section of our site. We have clearly outlined our return channels and designated a specific return email. However, the customer filed a complaint without ever sending us a return request email. Isnt this behavior highly suspicious?

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22792243
  
  I am rejecting this response because:
  I have more pictures to prove they are in the wrong. 
  1) I ordered the pillow on Dec 30 (the time is in the picture of the order confirmation) 

  2) I sent a message (on their website) on January 1st at 10:58 am requesting my order be cancelled. This took place within 24 hours of ordering. As to their policy orders could be or had to be cancelled within 24 hours or the order. ( its in their return policy on their website) I also sent two other messages within a day or two asking them to contact me and gave  them my phone number. 

  3) one week later they responded with sorry cant cancel its shipped. It was delivered Jan 8, 2025.

  4) I contacted affirm to dispute my payments. 
  

  5) I contacted the BBB on January 9th 2025. 
  

  I tried to cancel within 24 hours. 
  I shipped out the pillow for a refund within the 30 day trial period with the pillow case.

  6) absolutely no contact from the company other than the message about it shipping until they emailed me with a message and a return label for me to print and use. The only reason I got a label was because I notified you of the invalid address when I tried to ship it. The return label is addressed to online shipper with some numbers under it and then the address. 
  according to their refund policy I did everything I was supposed to do for a refund. They now are doing everything they can to fight me on the return. 
  

  what they advertise on their website is not close to the product they claim it is. A Hungarian down 850 fill power and theyve been in the pillow making business for 20 or 30 years but yet the pillow is made in *****. It even has a made in ***** tag on it. This company is saying theres been malicious complaints against them, I can totally see why after my experience with them. Be assured I am not part of a group of people targeting restlinens. They are doing it to themselves by not being honest. I strongly believe they are advertising a high quality pillow, ordering them from *****, putting them in a box with restlinens on it and selling it for WAY more than what they paid for it. 
  

  they also mentioned me not taking a picture of the pillow and sending it to them before returning it. I have an email from them with return instructions. However theres absolutely nothing about taking a picture as they stated in the response to the BBB. 
  

  all I want is my money back from whatever Ive paid affirm and the shipping cost. I followed the return process and was approved for a return as I was given a return label. The pillow was used in a normal manner for the time I had it. There is no damage to it or the pillow case. I dont know why they are fighting so hard other than maybe they dont want my complaint to be made public. In the email they sent me it suggests that after I was refunded my money if I would consider dropping the BBB complaint. Again they are bringing negative attention to their company my not selling what they advertise and having zero customer service. You have all the pictures of conversations and the emails with what they said. Not all of it adds up. This company is shady as h*** and should probably not be in business, let alone have an A- rating with the BBB. 
  If you could secure my refund of what Ive paid, the shipping cost, and make this complaint public and Ill be satisfied. 
  I should be entitled compensation for my time in dealing with Restlinens seeing how they cant just refund me my money. Any questions feel free to contact me. Thank you for your time. 

  thats just the start of why I should be entitled to a refund. Moreover I encourage you to look at their
  Sincerely,
  
  ****** ****