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:10/01/2023

  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.

  A down blanket that I found unsatisfactory was returned and received by them on 8/28/2023. The website states that they have up to 30 days, but a refund was never issued.

  Business Response

  Date: 10/04/2023

  Dear ******,

  The refund for your returned order ******** was processed on 9/19/2023 for the amount of $57.77. We have done all that we can do at this point. After we process the refund back to the credit card used for a purchase, the transactions are then transmitted to the various financial institutions. It is at this point that it is up to the financial institution to post the refund to your credit card. I have attached a receipt which shows that Pacific Coast Feather Company has processed the refund that was due to you.

  The refund was processed to a **** card 420767XXXXXX9864. The transaction reference number for this transaction is **********. The transaction reference number is what you can give to the bank to have them look into getting the refund posted to your account. 

  Please let me know if you need anything further.

  Best,

  *****

  Consumer Response Specialist

  Pacific Coast Bedding

• Initial Complaint

  Date:06/30/2023

  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 have been trying to purchase a duvet cover advertised on their website for 1 year and the king size cover has been out of stock the entire time. I have called multiple times and no one can give any information on when it will be available. This product should not be on the website if they don't have it for a year and have no idea when or if they will carry it again

  Business Response

  Date: 07/06/2023

  Dear *******,

  Thank you for calling out this discrepancy and we're very sorry for the frustration and inconvenience this has caused you. 

  The King-size duvet cover has a high minimum order quantity requirement and is based on the demand for the item. Unfortunately, the demand wasn't there so the item wasn't being produced. The King-size duvet cover was tied to the Full/Queen-size duvet cover on the website programming so when the Full/Queen duvet cover was in stock, the King-size duvet cover listing showed but was unavailable. We have corrected this issue. 

  As we understand your frustration in waiting for this item, we would like to send you a duvet cover made for another customer, not available for sale on the ******************** website. 

  if you would please send me your current address, we will be happy to send you a complimentary King-size duvet cover. Please send an email to ******************************************************** and in the subject line type: ATTN: *****. 

  Again, we are very sorry for this inconvenience. I look forward to hearing from you.

  Best,

  *****

  Pacific Coast Bedding

• Initial Complaint

  Date:03/15/2023

  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.

  I placed an order for what I thought (what was featured on website) were Pacific Coast, 400 thread count, jacquard print pillow covers/protectors. I received Beautyrest pillow covers, 300 thread count, no jacquard print and a label that says Promo and packaging that says Walmart.com. I have been trying to return them for a month but have gotten NO RESPONSE from the company. There was no return shipping label in the package and my previous outreach attempts have gone unanswered, including using the email address in the BBB website. I have sent an online return form provided in their website and separate emails and went around in circles on the automated phone system and was always instructed to go to the website and was never given a chance to speak to a human. I am beyond frustrated! Several of my emails were returned as not deliverable when I used the the returns email from their own website. Similar complaints to others on the BBB website. How can they just ignore return requests. My next step is to get my credit card to stop/reverse payment. Order Number: ******** Placed On: 02/19/2023

  Business Response

  Date: 03/16/2023

  Hi, 

  I'm sorry that you had difficulty in reaching us by phone and email. The IT Team is working to resolve the issue of the email link not working properly. If an email is sent directly through your email platform then we will get your correspondence. 

  I have reviewed the details of your order and the pillow protectors that were sent to you were a promotional item and can be selected for orders that total $100.00 or more. I'm not entirely sure what happened in your case but it seems that there were items in the cart and then they were deleted which left only the promotional item to be shipped to you. 

  As your description of the pillow protectors stated you thought you would be receiving a 400 thread count protector, then this would be our Luxury Pillow protector, item #*****, for Standard/Queen or item #*****, for the King size. i would be happy to create a replacement order to ship the Luxury Pillow protectors, quantity 2 to you. 

  Could you kindly indicate the protector size you would like to have: Standard/Queen or King?

  If you would prefer a refund, please let me know. 

  Best,

  Consumer Response 

  Pacific Coast Bedding

   

  Customer Answer

  Date: 03/16/2023

   
  Better Business Bureau:
  
  I CHOOSE REFUND OPTION. 

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this REFUND resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

  REFUND

• Initial Complaint

  Date:12/30/2022

  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.

  Company Name: Pacific Coast Bedding Order placed Nov. 2, 2022 Order Number: ******** Billing Name and address ********************* ***************************************************************************************************************** Credit card amount $ ****** Quality of pillow unacceptable and does not meet product description. Guaranteed ******************************* your money back. I have tried to contact company daily since Christmas ( pillow was a gift) without success. I call 4-5 times a day and wait on hold 14 min each time and then are disconnected. I also try numerous times daily to print a return label but it responds with, ORDER NUMBER NOT FOUND. It's odd that when I want an update using that number everything appears. Extremely frustrating and time consuming. I have filled out a customer complaint but unable to submit. Cannot print a return label, unable to reach company via phone or email, not right. I am requesting a full refund in the amount of $ ****** to the credit card charged. Please see upload and contact me at ********************** if you need further information.

  Business Response

  Date: 01/04/2023

  Dear ***,

  I'm sorry that you had difficulty in reaching us by phone. The return labels can only be generated within 30 days of the order being placed which is why you were unable to create the return label yourself after receiving the pillow as a Christmas gift.  

  I have created a return label and emailed it to you. Please use this label to return your order and the return shipping will be waived. I will watch for the return to be in transit back to us and can issue a refund at that time. 

  Best,

  *****

  Consumer Response Specialist

  Pacific Coast Bedding

• Initial Complaint

  Date:11/02/2022

  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.

  On 8/18/22, I placed my first order #******** for five pillows in the amount of $438.30.On 8/31/22, I placed a second order #******** for two pillows in the amount of $243.75.Both orders combined result in a total of $682.05. This company offers a 30-day trial, so I kept one pillow from the second order (Hotel TRIA - $127.50) and returned the remaining six pillows on 9/12/22 using three requested *** return labels that they provided. This company deducts $12.99 per return label from the refund for the *** return service. Therefore, return shipping should total $38.97. If my original purchases were $682.05, and I kept one pillow that cost $127.50 and deducted $38.97 from the refund, I expect to receive $515.58. Instead, I received $331.71, which is $183.87 less than what I am owed. I contacted the company via email at ******************************************************** on 9/26/22 and have not received any response or additional refund to my original form of payment. I'm reaching out for a resolution to receive the balance of the refund I am owed in the amount of $183.87. Thank you!

  Business Response

  Date: 11/02/2022

  Dear ********,

   

  I have reviewed your Orders ******** and ******** and the reason for your complaint. 

   

  First I would like to apologize that you needed to contact the BBB regarding this issue. I do see a note in your customer file that an inquiry was made by you regarding your return refund. This was not forwarded to me. 

  Secondly, an error was made in the entry of your return by the Returns Clerk. Even though I reached out to him initially when I couldn't process the refund, he was unable to give me the correct order numbers. So unfortunately I had to leave these two items open and unprocessed. 

  Thank you for sending such a detailed description of what occurred. As soon as I read your information, I was able to review my refund worksheet and could see immediately that your items had been entered but not refunded due to the incorrect order numbers. 

  I have refunded the balance due to you and did not deduct the remaining shipping fee of $25.98. 

  Order ********, item ***** was refunded for $93.60 today, 11/2/2022.

  Order ********, item ***** was refunded for $116.25 today, 11/2/2022.

  Again, please accept my apologies for the errors that occurred and the delay in processing your refund. 

  Best,

  *****

  Consumer Response Specialist

  Customer Answer

  Date: 11/08/2022

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

• Initial Complaint

  Date:10/14/2022

  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.

  Ive placed several orders with this company. This last order placed on 8/24 total was $274.40 for two pillows.After receiving the pillows ( that we didn't like) and trying to reach out via email, IG and *********** after two weeks someone finally got back to me. I started a return for the pillows.. and waited over a month for my refund.I finally got a refund on 10/2 for a total of $79.51.Not even half the cost of ONE of the pillows. I have sent emails ( they all get sent back) and I have tried calling multiple times/days to try and resolve this issue. I sit on hold for 15 minutes and then the call is disconnected. This is extremely frustrating. To not be able to send emails, or have any social messages be read for weeks.... and not even be able to get through the phone line to speak to somebody after a full week of trying is absolutely frustrating.I have spent thousands of dollars with this company... and their customer service is still absolutely horrible!

  Business Response

  Date: 10/16/2022

  Dear ******,

   

  I apologize for the extreme frustration that you encountered in receiving a response from us. An issue with our sister site has taxed my Team beyond it's limits and we are doing the best that we can. 

   

  Your Order ******** was returned on 9/23/2022 and entered into our Returns system. Unfortunately only one pillow, the Hotel Tria, was recorded as retuned. As your pillows were purchased during out BOGO 50% off Pillow Sale the amount refunded to you was at the 50% off minus the return shipping fee of $*****. 

   

  I have now processed a refund for the second pillow in your Order, the Grand Embrace pillow. A refund of $155.00 was processed on 10/16/2022.

   

  Your order totaled $247.50 and I have attached a copy of the invoice so that you could see the total charged for the order was $247.50 and not $274.40 as stated in the complaint. Your order has been refunded as follows:

  $247.50 - Order total 

  $ ***** - Minus return shipping fee

  $234.51 - Total amount to be refunded for the two pillows in the order

  $ ***** -  Minus Amount refunded for Hotel Tria on 10/1/2022

  $155.00 - Remaining Amount of refund for the Grand Embrace pillow

   

  Your remaining pillow has now been refunded.

   

  Again I apologize for the error that occurred when your return was entered into the Return system and for the difficulty in receiving a timely response from the **************** Team.