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:02/19/2025

  Type:Service or Repair 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 bought this pillow with expectation of the photos on the box. I had high hopes that I would be able to use a pillow 10 different ways. However, when I took it out of the box and unsealed the pillow, it refused to fluff up. It continues to look like a well worn pillow with no support. I am highly disappointed that the advertisement is misleading and I am out of my minute money, but in this day in age every dollar counts.

  Business Response

  Date: 02/19/2025

  Hi ******,
  I am sorry to hear about the product experience you are having, and we appreciate you taking the time to let us know about your experience. There are a few steps we can take in order to resolve your issue. I appreciate the image and the details you provided, as this will help speed up our path to resolution.
  
  Compressed Retail Flip Pillow
  Based on the store you purchased it from, and the packaging,I can tell this is a distributor product, which may not have the product information that we typically carry on product when you purchase from us. This is compressed fiber, so to restore the loft of the pillow, it is recommended to throw it in the dryer, to bring the fiber support back to life (and you could do this, anytime you need to refresh your support).
  
  Return Your Product to Marshalls
  Since you purchased and given money to Marshalls, their return policy should allow you to exchange or return any merchandise you ********* paid them, so they have your money to give back to you.
  
  Manufacturer Warranty
  Since we are the manufacturer of this item and do stand behind all our products no matter where you purchased or through whichever distributor, we can offer an exchange. You would just need to contact our customer service team at ************, anytime Monday through Friday from 8:30am 5:00pm EST.
  
  Our team, as well as myself are here to help with any product problem, so do not hesitate to reach out directly to us either by phone or email: *****************************************************************.
  
  **** *******
  eCommerce Director
  ************
  *************************************************************

  Customer Answer

  Date: 02/19/2025

  Thank you for the quick response. I will try the dryer trick and see if that brings my pillow back to life. I 

   

   

   

• Initial Complaint

  Date:11/11/2022

  Type:Delivery 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.

  We purchased two additional pillow CASES on 9/11/22. Contour's website says they were shipped on 9/12/22. NOTHING HAS ARRIVED. Order # is ****** for TWO CONTOUR SWAN PILLOWCASES. Email is: ****************** We are both 82 years old and use the pillows that we previously bought from them, but need these specially sized pillow CASES to properly use them. Please help us get this company to respond and fix this. They spend tens of thousands of dollars on TV ads and sell a variety of related products, so this is not a small enterprise. However, they are not even giving us the courtesy of responding to phone calls or emails or messages. I can't tell whether they are out of business or not. Note that our situation looks like the SAME PROBLEM as another COMPLAINT FILED with you on 10/22 against this company, EXCEPT THAT WE WERE NOT EVEN GIVEN A TRACKING NUMBER on our order. Here's an excerpt from that complaint:"Looking for items I ordered..It was paid for and shipped on 9/21/22..They give tracking numbers but shows no movement at all after supposedly creating labels to track package..Tracking does not give any info...Called several times at 800 # and local number.Just get answering machine and no calls back.Emailed customer service several times no responses...Horrible customer service..I am at a loss."

  Business Response

  Date: 11/11/2022

  Good Evening ****,

  I completely understand your frustration, and want to make it completely right with you. We are a small company, and due to the high demand of the ******* promo, we do sometimes get back logged, but emails and voicemails are addressed daily. *************, it may take up to 48 hours to respond to voicemails. We are working on expanding the team to make sure all customers through all channels are taking care of in a timeley manner.

  In regards to order # 540882 that you placed through Contour Living, I do see that was shipped on September 12th (order placed 9/11). The email we have on file for you is: ********************, so your order confirmation and tracking went to that email. Sometimes, depending on your mail server settings, it may end up in junk or spam. 

  Your tracking with ***** with picture proof delivery has your pillowcases delived on 9/16, which you can see here: 

  https://www.fedex.com/fedextrack/?trknbr=2778-4947-0430&trkqual=12024~277849470430~FDEG

  If you did not receive this package, we can open a claim with the carrier for you stating your package was stolen, and we will go ahead and get a reshipment sent out to you first thing Monday morning.

  Please confirm at your earliest convenience so we can get this request processed for you immediately.

  Do not hesitate to reach out to me directly if you have any additional questions or concerns,

  Thank you for bringing this to our attention, and giving us an opportunity to make it right for you,

  ***********************

  eCommerce Manager

  ***********************************  or ************

• Initial Complaint

  Date:10/10/2022

  Type:Delivery 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.

  Looking for items I ordered..It was paid for and shipped on 9/21/22..They give tracking numbers but shows no movement at all after supposedly creating labels to track package..Tracking does not give any info...Called several times at 800 # and local number.Just get answering machine and no calls back.Emailed customer service several times no responses...Horrible customer service..I am at a loss.

  Business Response

  Date: 10/10/2022

  Good Afternoon ******,

  I am apologize for the inconvenience and experience you have encountered with your Contour Swan Pillow. While we are trying to process orders as quickly as we can with our small team, I do appreciate you bringing your experience to our attention.

  I have looked you ** in our system, and it do see that your order was sent for fulfillment and pick up on 9/20. Which means you should have certainly received it by now. I did investigate this further with the carrier, as it shows there is no movement, which may indicate it has been lost.

  I can certainly reship these express for you, or if you prefer can provide a full refund, please let me know how you would like to proceed, and we most certainly will get you take care of immediately.

  I did also check out inbox, and see one email from you from the 10/06 inquirying about your order status. I am not sure if its being blocked by your spam filter, so may be in your junk or spam folder. I will also check with our IT team to see if there is anything else we can do to improve deliverability and we are not marked as spam to customer inquiries.

  Please advise on how you would like to proceed with best path forward for you & I will personally make sure you are completely taken care of.

  Thank you again for bringing this to our attention, and giving us an opportunity to make it right for you.

  Have a Great Day!
  ****

  Customer Answer

  Date: 10/11/2022

   
  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,....Please issue full refund
  
  *************************