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Business Profile

Pillows

ProEase US

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pillows.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/02/2024

    Type:Product Issues
    Status:
    Unanswered
    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 an item from this company (bed pillow) that was advertised as being a 100 night risk free trial with a full refund if the item did not satisfy my needs. I ended up needing to return the item and had back and forth exchanges with the company via email as requested with their refund policy and at first they said they would give me a 50% refund because of the shipping cost and I could keep the pillow which I declined and then they offered me a 75% refund which I declined, again stating because they would not pay for the return shipping. I am seeking a full refund as advertised with return shipping covered by the company otherwise this is false advertising.

  • Initial Complaint

    Date:10/20/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 two pillows from ProEase on September 20, 2024 and made the purchase with the confidence that if I wasnt 100% satisfied with their product I would be refunded 100%. Their website states you have 100 day refund/return policy. I was informed today that they will only refund my order at 50% plus pay all return shipping costs. I would not have purchased these pillows at all if this would have been stated on their website.

  • Initial Complaint

    Date:08/08/2024

    Type:Product Issues
    Status:
    Unanswered
    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 made a purchase from this company and received a product that is less than sufficient. The pillow is literally flat. The phone number listed for this company is "not in use." I've corresponded with the company via email and they will not issue a return. Their website clearly says that returns will be issued within 100 days of receiving the product.

  • Initial Complaint

    Date:07/20/2024

    Type:Product Issues
    Status:
    Unanswered
    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 purchase their pillow and I didn't like the pillow because the it is hard and made my sleep uncomfortable and head hurt. Their website advises a 100day trial period and product satisfaction guarantee. When I contacted them for a refund, customer service sent a reply back saying it's not cost effective to do returns and they would only issue a 50% refund, contrary to their website. When I replied stating their policy advises they will send a return label, the company refused to send any return shipping or even an RMA.******************************************************* ******************************************************************

  • Initial Complaint

    Date:07/17/2024

    Type:Product Issues
    Status:
    Unanswered
    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 hope this message finds you well. I am writing to express my deep dissatisfaction with the level of customer service I have experienced regarding my refund request from ProEase. On 6/10/24, I ordered a ProEase Orthopedic Deep Sleep Pillow directly from the manufacturers website. Please note that the following product satisfaction guarantee is directly from their website (*******************************************************) WoW Cosmetics offers a 30-day money-back guarantee. We want you to love our products, but understand if you need a different style. A $5 return label fee will be charged for refunds Additionally from their website (****************************************) 100-Night Risk-Free Trial Sleep soundly with your new ProEase Pillow we're sure youll wake up refreshed and revitalized! We stand by the quality and comfort of our pillow, If youre not satisfied, well gladly issue a full refund in accordance with our *************** Policy.Dissatisfied with the product, I contacted Customer Support via email (phone number listed on website is not in service) and requested to return the product on 6/27. Since then, I have engaged in an exhausting series of 11 email exchanges with their representative, yet my request has not been resolved. Each response from the representative has been evasive, seeking additional unnecessary information, or redirecting me to irrelevant solutions, rather than addressing the straightforward issue of issuing a full refund and return label fee per their guarantee. The original refund amount offered was 50%, then 75% and finally a full refund but only if I returned the pillow at my own expense. This protracted exchange has caused significant frustration and inconvenience. My initial request was clear and supported by all necessary documentation, yet remains unaddressed.Thank you for your attention to this urgent matter. I look forward to a swift and satisfactory resolution.

  • Initial Complaint

    Date:06/03/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 pillow from the company ProEase and received a flat pillow which was not what the manufacturer describes on their website. I have reached out via email and have not received a response. I would only like to return the item and receive a refund.

ProEase US is NOT a BBB Accredited Business.

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