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:05/07/2025

  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.

  I ordered 2 custom pillows from this website back in September 2024 in anticipation of Christmas and the fact that these pillows may take 8-10 weeks to complete. Christmas came and gone and I never received the pillows. I had to give **** to the recipients instead but was okay in waiting a little more. Every time I checked I get an excuse. We are now in May 2025 and still no pillows; yet the website and owner still advertise falsely on Instagram and website their custom pillows with a 8-10 week turnaround time. THIS IS FALSE ADVERTISING. I would like them to stop being deceptive in their advertising and website. This may be a ploy to *** customer funds to finance their inventory and expenses. 9 months later and I do not have the pillows or a refund. I want the pillows after the promises I have made to recipients. And if they are still offering this service on their website and direct marketing campaigns on Instagram, then they should be able to fulfill my order.

  Business Response

  Date: 05/07/2025

  I sincerely apologize to ******** ****** for the delays and frustration she has experienced regarding her custom pillow order. We understand how important it is to receive gifts on time, especially during the holidays, and we take full responsibility for the disappointment caused by not meeting the originally stated timeline.

  
  While our typical fulfillment time is 810 weeks not including shipping time (as noted on our website), we encountered an unexpected production issue with our manufacturer that significantly impacted timelines. This was not a normal occurrence, and I deeply regret that your order was affected during this disruption.
  Throughout our email exchanges, my priority has been to remain transparent and provide options within my control. In every message, I made sure to offer you a full refund should you decide not to continue waiting and I understand and respect your decision to move forward with that option. As of May 5, 2025, we have  issued a full refund at the customer's request.

  
  While we acknowledge that this delay extended well beyond what is reasonable, we have never had any intent to deceive our customers. We are a small business doing our best to balance demand, production, and customer service, and we deeply regret not being able to fulfill this order within the promised window.
  
  
  Thank you,
  Dihandria Bright
  PillowScript

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23284972
  
  I am rejecting this response because the vendor continues to advertise and solicit orders for custom pillows. If they were unable to fulfill mine as of May, nine months later, why are they still accepting orders. They either need to change their messaging and/or fulfill my order as it appears that they have the capability to do so. Why would they continue to take orders and advertise if this is a problem 9 months later? I never asked for a refund because of that. I would have asked for a refund a long time ago if this product was no longer advertised or available for purchase on the website but it is which is the problem. This does not add up. I literally have an update from December stating that the pillows were now being sewed and coming to life. Very misleading, 3 months into the process. If they are taking custom orders, then mine should not be a problem to process.

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

  Business Response

  Date: 05/08/2025

  Hi ********,

  I want to sincerely apologize for the extended delay with your order and the inconvenience it has caused.

  To clarify: Your order unfortunately fell into a group impacted by a significant production issue that is not representative of all orders. Most orders continue to ship within the standard 810 week timeframe listed on our website. However, yours was affected during a period of multiple supplier transitions that caused unexpected delayssomething we did not anticipate, and something weve worked hard to fix.The typical 810 week timeline listed on our website remains accurate for the majority of customers, which is why it is still published. Unfortunately, your order coincided with a series of unexpected production issues and supplier transitions that disrupted our normal fulfillment process.

  Initially, your order was scheduled to be completed in December. When our original manufacturer faced production delays, we began working with a U.S.-based supplier to help expedite delayed orders. We communicated this change to you via email. That supplier initially promised weekly shipments, but when they were unable to meet their own deadlines, we made the decision to transfer remaining delayed ordersyours includedback to our current, more reliable manufacturer, who is currently fulfilling both current and delayed orders. These changes, while made in an effort to resolve issues, regrettably extended timelines further.

  During this period, I did my best to stay transparent and offered you a full refund in every messageas that was what I could control. You opted to continue waiting at first, and I appreciated that. However, once you requested a refund earlier this month, it was promptly issued. You should have already received confirmation of the refund via email.

  Again, I am truly sorry that your experience did not reflect the standard we aim to provide. Thank you for your feedback, and I hope well have the opportunity to serve you better in the future.

  Thank you,

  Dihandria Bright

  PillowScript

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23284972
  
  I am rejecting this response because l never requested a refund and would like my order fulfilled. It should be somewhere in fulfillment if the scenario described is correct. I would like my order filled if that is the case.  
  
  Sincerely,
  
  ******** ******