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:06/20/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 loved the first pillow cube I purchased in 2021. My neck pain completely stopped! It was so great that I bought my mom one as a gift after she complained of similar neck pain. She ended up not liking the pillowcube so she gave it to me to use as a spare. I used I immediately noticed a substantial difference in quality. I took the covers off to compare the foam and I was shocked by the difference. The second pillow was not comparable in anyway to the first pillow. Despite reaching out to customer service with pictures and inquiries about the discrepancy in quality, l was given a generic response stating that each pillow undergoes rigorous quality testing to meet their desired standard. They refused to provide any specific information about the foam used in their pillows. They do however continue to advertise using the high quality foam that my original pillow was made of. I am disappointed by the lack of transparency The darker pillow on the left is the first (better quality) pillow I purchased. I also have a video shows the difference in the way the foam bounces back.

• Initial Complaint

  Date:07/25/2022

  Type:Billing 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 own an e-commerce business and was sourcing our pillow inserts through PillowCubes.com's wholesale program. I ordered a box of 8 synthetic down alternative inserts for our store inventory. We had it in storage over the past few months and when I opened the box recently I realized that they sent us a bunch of 50/50 polyester cotton filled pillows instead - much cheaper than what we ordered, lighter and less filled. Overall worse quality. We paid $147.20 with shipping on pillows that were $15.90 each (wholesale price), but instead received pillows that were only $10.79 each (wholesale price). I reached out to PillowCubes.com multiple times via their support email I've been contacted from before and is listed on their website and told them about this issue, hoping to get the pillows I actually ordered since they're much more expensive, or a refund for the difference, and after many attempts, I never heard back. Their customer service is terrible and their products are deceiving to customers. My order number was #XXXXX. Date of transaction was February 10, 2022.

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 7, 2022/08/12) */ I have been in contact with this customer by email. I asked the customer to send photos of the pillows with a karate chop so we could determine if they are polyester or synthetic down as ordered. The photos the customer sent were of pillows with a law label tag that were from a different company and not our pillows. I asked the customer to send a photo of the pillows with a karate chop showing one of our labels but the customer did not respond. We are happy to send the correct pillows if the customer received the incorrect type. Business Response /* (1000, 9, 2022/08/12) */ Business supplied email: [email protected] Use this address for any contact with the Better Business Bureau Consumer Response /* (2000, 11, 2022/08/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)