We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Pillows

The Orthocloud

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pillows.

Complaints

Customer Complaints Summary

  • 21 total complaints in the last 3 years.
  • 0 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:09/21/2023

    Type:Billing 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 have not received my pillow I ordered. I tried calling the company multiple times but it goes straight to voicemail. Emailed the company but no response back. I would just like to get my money back.

  • Initial Complaint

    Date:09/12/2023

    Type:Delivery 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.
    On August 30th I placed an order for the Ultimate Pressure Relief BOGO Bundle from the Ortho Cloud. I received an email on September 4th saying it had shipped, which was great because I purchased it as a birthday gift for my husband, whose birthday is **************. As of today, **************, not only do I still not have the product, but every time I track it, the website says "The carrier hasn't updated any tracking or the tracking number is invalid." No carrier is listed, so I can't contact whoever the supposed shipper is. I tried this morning to chat with Ortho Cloud's customer service, but after waiting 20 minutes for an actual person to respond, the only answer I got was "I'll check with our fulfillment department," and then the chat went silent. When I click the telephone icon on their website, no number comes up. This reeks of scam and there is no reason why a product shipping from ******** on September 4th should still not have arrived in ******* as of September 11th. More importantly, the lack of details and inability to obtain further information tells me this company is not legit. I now have nothing to give my husband, and I have already been charged the $79.95 on my credit card. If I'm not getting the product, I would like a refund.

  • Initial Complaint

    Date:08/31/2023

    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 a pillow from this company on 8/9/23. As of 8/30/23 I still do not have the pillow. *** sent several emails to their customer service about the issue and requesting a refund. They lie and tell you its on the way even though the shipment is not in the tracking system. Finally after several weeks, its in the tracking system and IT HASNT EVEN LEFT ***** YET! Their customer service is horrible!

  • Initial Complaint

    Date:08/18/2023

    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.
    On July 27, 2023 I purchased a pillow for my husband from The Orthocloud for $59.45. I have patiently waited for 3-4 weeks for shipping and was given a fake shipping code. I've tried calling them on the phone and no one will answer. I have exchanged email with them but still receive no valid information. I have posted on their ******** page and was advised that a "manager" would review my order and email me...surprise, no one emailed me. I feel foolish for ordering from this company they are obviously not what they say they are. My last email is requesting a refund, no response!

  • Initial Complaint

    Date:08/08/2023

    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.
    Hello,I placed an order July 26th, 2023. I received tracking on the 28th. Now the tracking I received is either fake or package was not scanned before it was put on ship. The website states that it is an American made brand but when asking where it was shipping from and the carrier they listed multiple countries it could have been shipped from and never gave carrier info. Website says they do refunds but they won't cancel my order and give me one even though they are way passed their time to provide information. 3 days to process 7-8 for tracking.

  • Initial Complaint

    Date:07/14/2023

    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.
    Need refund for The OrthoCloud charge $129.92 Charged on 6/26/23 (2 separate charges of $69.95 & 59.97)They should have canceled my order & refunded my money when there were issues with the original order, instead they ignored my requests and just reshipped the items with a new tracking number. They ignore the issues I bring up in emails and/or just dont respond. 06/26/2023Ordered items from OrthoCloud Order #****TO 06/27/2023Received email order had been shipped and received tracking number CNE Express tracking number: 3A5V637304584 07/06/2023Tracking number given on 6/27/2023 (CNE Express tracking number: 3A5V637304584)was no longer valid I emailed OrthoCloud **************************************** asked for status of order & told them I could no longer see the tracking information provided on 6/27/2023 OrthoCloud responded that order would take *********** did not address tracking number no longer being valid I responded that I wanted my order canceled and my money back 7/07/2023 The OrthoCloud responded although they rectified the problem that they could not cancel my order or issue a refund I responded I wanted my order canceled and refunded immediately. I told them again the tracking number they sent on 6/27/2023 was no longer valid and they were scamming me Submitted dispute through ***** card (card used for purchase) on $59.97 charge (still going through dispute process)7/08/2023 OrthoCloud emailed asking if I would be willing to take a larger set (I ordered the standard) for faster shipping I responded that I just wanted my order canceled and money back received no response to that email 7/10/2023 Received an email from The OrthoCloud with new tracking number for items SF Express tracking number: SF6043706143409

  • Initial Complaint

    Date:06/29/2023

    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.
    Here is a copy of my original receipt dated 5-22-23
    I’ve emailed them a dozen or so times, they always promised it’s coming then last night after my last email they say it was delivered to a mailroom 6-22-23! I live at a private residence and nothing from them has ever come here! I am beyond frustrated! They don’t answer their phones, they never respond with a phone call, only lies thru emails! I’ve asked for a refund several times, not I’m going to start processing credit thru my charge card company for their scan/fraud charge

    The OrthoCloud
    ORDER ******
    Your order was updated

    View your order
    or Visit our store
    Updated order

    Ultimate Pressure Relief BOGO Bundle by ?OrthoCloud™ × 1
    Standard / Red
    $79.95
    Ultimate Pressure Relief BOGO Bundle by ?OrthoCloud™ × 1
    Standard / Gray
    (-$19.98)
    $79.95
    $59.97
    Discount CLOUD10
    -$10.00
    Subtotal
    $129.92
    Shipping
    $0.00
    Taxes
    $0.00
    Total
    $129.92 USD
    You saved $29.98
    Visa (ending in 2280)
    $69.95
    Visa (ending in 2280)
    $59.97
    Customer information

    Shipping address
    * ***** *** ******* *** ********** ** ***** United States
    Billing address
    ***** ***** **** ******* ** ***** **** ********* ** ***** United States
    Payment
    Payment
    Payment
    Shipping method
    Free Tracked Shipping
    If you have any questions, reply to this email or contact us at *************************

  • Initial Complaint

    Date:05/17/2023

    Type:Billing 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 from this website. After weeks of no contact and a few random tracking numbers that didn’t work, I did a chargeback from my credit card company. That got their attention! They sent me a tracking number that showed delivered, but I still do not have the items. My credit card company put the $69.95 back on my card because Ortho cloud provided a tracking number showing delivery. Again- I DO NOT HAVE what I ordered. I am getting no response from orthocloud customer service!

  • Initial Complaint

    Date:05/16/2023

    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.
    On April 28th 2023 I purchased a pillow for my wife from Orthocloud for $89.95. I have patiently waited for a couple of weeks for shipping and was given a fake shipping code. I've tried calling them on the phone and no one will answer, I've tried emailing them on a couple other occasions and it tames for ever to get a response. I asked for a refund and was told no, your order will arrive eventually.

  • Initial Complaint

    Date:03/03/2023

    Type:Product Issues
    Status:
    Unresolved
    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.
    Order placed on 01/21/2023. Order has been shipped on 02/01/2023. Never received order and i have contacted the company many times. The tracking on my order is vague with only saying "in transit" I would like a refund.

The Orthocloud is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.