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Business Profile

Pillows

The Orthocloud

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 21 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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:02/13/2023

    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 put through an order with the company on 12/11/23. I was never notified the item was shipped and could not get tracking information, but could not get it cancelled. The item arrived about the first week in January; I immediately went to start the return process (not even opening the item) as I had to purchase an alternative gift in time for the holidays. I submitted the “request to return” via the website on 1/4/23. The website read 100% money back guarantee, 60 days, and the return FAQ page noted no return shipping charge (attached). On 1/6/23 my request was approved and I immediately brought it to the post office. This email (attached) also noted no return shipping would be taken from the refund. Upon receiving my refund (1/20/23), the refund was $10 short. I emailed support to inquire (1/21/23). On 1/23/23 I was told to “please note the flat shipping charge.” I responded the same day inquiring where I was told this. On 2/4/23 I re-sent my email as I received no response. Finally on 2/6/23 they sent me the link to the refund policy ****************. They did not deliver the item in the promised timeframe and then had a hidden return shipping charge not noted in any area titled “return.” Had I chosen to decline the package, apparently I would have been charged $30! I was told that it would be passed to admin that the information should be included in the return policy in addition to the refund policy (attached). This company was not at all transparent or timely in its communication or fulfillment of the order. Had they fulfilled the order in the timeframe they gave me, I would have had no reason to return it to begin with. Buyer beware!!!

The Orthocloud is NOT a BBB Accredited Business.

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