Pillows
Pillow Cube, LLCThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Pillow Cube, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 18 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:09/03/2024
Type:Product IssuesStatus: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.
I purchased a mattress from pillow cube within the last month. Before purchasing, I noted that they have a 100 day satisfaction guarantee and a return policy in case the mattress wasn’t a good fit. After sleeping on the mattress for 2 weeks, I experienced frequent back pain, and switched back to my old mattress. I found a form on their web site specifically for returning the mattress and reached out to customer service to inform them of my intent to return their item for a refund. At that time, the CS agent told me that all sales were final and I was stuck with the mattress. I asked about the 100 day satisfaction guarantee and return policy and she told me that they were no longer applicable. I asked why, and informed her that I received no such notification prior to finalizing the purchase, and I had only had the mattress for two weeks. She wouldn’t help me, so I asked for a manager to contact me. The manager wrote me an email echoing what the CS agent told me and provided no help or resolution. This is false advertising and they are not honoring what is on their website concerning the return policy and satisfaction guarantee.Business Response
Date: 09/09/2024
To whom is may concern,
The mattresses have been clearly marked as "Final Sale" on the product page since June 3. The customer placed their order in August, and it has been confirmed that the page continued to reflect this final sale status at the time of purchase (via the app). Prior to this policy update, mattresses were eligible for returns within a 90-100 day window. The return policy for purchases made prior to June 3 remains available on our site for applicable customers.
We recommend that customers use their mattress for a minimum of 60 days, ideally 90 days, before considering a return. Our Pillow Cube Mattress is designed specifically for the unique needs of side sleepers, unlike most mattresses. This is why we ask customers to allow sufficient time for adjustment. As with any new mattress, there is a break-in period, and products with unique features may require additional time for the body to adapt.
We regret that the customer did not notice the final sale information when completing their purchase. We have advised the customer to continue using the mattress for the recommended adjustment period, and to reach out to us after 90 days if they continue to experience discomfort.Thank you
Customer Answer
Date: 09/11/2024
Complaint: 22235434
I am rejecting this response because:
I am not going to continue to sleep on a mattress that is causing me distress. Your recommended 90 day period is arbitrary and is simply what it states. A recommendation. You are not qualified to give people advice on sleep or sleep health. I have already provided information on the return policy posted on your website. Why would you not honor it? You are intentionally making this process more difficult than it needs to be. Do the right thing and keep your word!
Sincerely,
Randall AndersonBusiness Response
Date: 09/12/2024
A photo showing the relevant details, as displayed in the app at the time of purchase, has been uploaded in our previous response.
We have been actively working with the customer through email to offer a solution, following the completion of the recommended 90-day trial period.
Thank youInitial Complaint
Date:07/17/2024
Type:Customer Service IssuesStatus: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 placed order ******** on June 26, 2024. On June 16, I wrote this email to Pillow Cube Customer Support Team: Dear Support Team, I am writing about order ********* You sent me 10 bottles of Sleep Cubez that all expire Sept. 2024. I do not want to do the monthly subscription since shipping is too expensive. Please let me know how to return all 10 bottles since they will expire before I can use them. Thank you. Sincerely, Jehan T**** *** ****** **** *** ************** ** ***** ************ Hello Jehan, Thank you for reaching out! We truly appreciate your enthusiasm for our sleep supplements and we understand the concern about the expiration date. All our Sleep Cubezzz sales are final, so you will be unable to return them. We recommend sharing them with friends or family to spread the love and ensure they don't go to waste! Please let us know if there is anything else we can help you with. Have a great day! Best, J. Pillow Cube Customer Care I understand that sleep supplements can't be returned but I spend over $100 on something that I can't use since you intentionally sent me supplements that will expire before I could possible use all of them.Initial Complaint
Date:12/11/2023
Type:Service or Repair IssuesStatus: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.
Purchased a Kids Pillow Cube, November 30th for a total of $36.57. A few days later, i noticed the stitching from the back rear unraveling. So not even a week old. So I reached out to Pillow Cubes support for them to warranty the item. They requested photos, which I sent them. After that, no response. So Ive reached out multiple times. Once they get to the second email requesting a photo. They no longer respond. All Im trying to do is get an exchanged item due to the lack of durability in the material. They charge $15 for an exchange, but this item in a short time frame has faulted in poor quality.Business Response
Date: 01/03/2024
We assisted the customer by sending out a replacement to him on December 11, 2023. It was received on December 15, 2023, as evidenced by the following tracking information: ***************************************************************************
Thank you!
Initial Complaint
Date:10/17/2023
Type:Service or Repair IssuesStatus: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.
I purchased a pillow from the company with a code I received in an email and they cancelled the order because the email they sent out was wrong. It is not my fault or problem that they sent the wrong email and code. They should stand by what they send to people who already used the code. They just cancel and don’t even tell youBusiness Response
Date: 11/13/2023
A discount code was sent erroneously by our marketing agency; the minimum purchase amount was omitted. The code was removed and replaced within 2 hours of being posted, and the affected customers were notified. Rather than providing a $100 coupon with no minimum purchase, the new code allowed for $100 off a purchase of $175 or more. Ms. **** was advised of this via email and chose not to make an additional purchase with the minimum purchase requirements. Despite the new code having expired, we would be happy to honor the offer of $100 off a purchase of $175 or greater at this time. Thank you!Customer Answer
Date: 11/13/2023
Complaint: ********
I am rejecting this response because:
They just need to admit it is bad business and all the complaints on Facebook and instagram shows that everyone was mad. Learn how to be better with your customers.
Sincerely,
***** ****Initial Complaint
Date:10/07/2023
Type:Product IssuesStatus: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.
Purchased a pillow that advertises a 60 day no risk trial period. The pillow was an Ice Cube Deluxe and Microfiber Perfect Fit Pillowcase - Deluxe Case. The pillow was not cold beyond initial touch, does not cool the head or neck. Using a pillow case on it does not make it any cooler. I inquired to return the pillow and if I did not elect to get a 100% store credit I would be charged $15 processing fee to return it. The $15 return processing fee was not listed on the order confirmation or order confirmation email. The site has a badge on it displaying 60 risk free trial. The hidden $15 fee was not listed. I am asking for the $15 fee to be returned.Business Response
Date: 10/30/2023
The return and exchange fee was clearly listed on our website under the "Return and Exchange" link at the bottom of every page of the website; please see the attached image. We do have a risk-free guarantee, meaning that the sale is not final and that the item can be returned. It was not a "Free Returns" guarantee. The customer has completed the return and has sent the item back to us. However, as a one-time courtesy, I have refunded the $15 fee today. Thank you.Customer Answer
Date: 10/30/2023
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,
***** ******Initial Complaint
Date:10/05/2023
Type:Delivery IssuesStatus: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 paid this compay over $200 on October 4th for two pillowsand two pillowcases and my order arrived with one pillow missing. I reached out to customer support and immediatley got a response, but after I stated the issue they quit responding via email or their online chatbot. I will dispute card charges if need be to get my money backBusiness Response
Date: 10/30/2023
We have been able to assist the customer by sending the replacement pillow to him. Our fulfillment center fulfilled the order incorrectly by omitting the second pillow. I do see that there was a delay of about 3 hours between our responses. The agent who had been responding was waiting for a response from our third-party fulfillment center to provide additional information regarding the status of the shipment. A replacement order was created and the customer has received the missing item. If we can help with anything else, please let us know. Thanks!Customer Answer
Date: 10/30/2023
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,
******* ******Initial Complaint
Date:07/14/2023
Type:Delivery IssuesStatus: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.
I ordered a pillow on June 4th with 5-7 day shipping. I emailed them June 16th asking about it? They said they had an issue with shipping and gave me a partial refund. I have still yet to receive my product. They inundate me with paid advertising and promotions and will not deliver me my product. I have another pillow cube and love it. However, this is beginning to feel like a scam.Business Response
Date: 08/03/2023
We've experienced a series of events that led to the delay in shipping for several of our products. As we've explained via email, our 3rd party fulfillment center experienced a software malfunction. That was followed by an issue in our warehouse with our foam cutting machine that required multiple rounds of repair. Unfortunately, this created a strain on our ability to fulfill orders as planned. In addition to responding to the customer's email messages, we sent out a message to all affected orders to further explain the delay. We also provided this customer with an additional discount for the delay. The customer's order has been shipped and has an expected arrival date of Thursday, August 4th. The tracking information can be viewed here: *****************************************************************************************Initial Complaint
Date:10/13/2022
Type:Product IssuesStatus: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.
Oct 12 I gave this company 150$ for a pillow . They never sent me any product and they will not answer any emails they have no phone number THEY ROBBED MEBusiness Response
Date: 11/17/2022
**** has been assisted and is satisfied. He wrote in 4 times on October 13th and we responded to him that evening. He ordered on October 12th and we assured him his order was received and was being processed. His order then was shipped the following day (Oct. 14th- so within 2 business days of when he placed it). He apologized and erased his negative social comments.
He then wrote in on the 18th (3 times) upset again, saying ***** stole his pillow. He wrote back a 4th time apologizing saying his problem was ***** and he was sorry. Our agent responded the next morning letting him know his order was delivered. He is now raving how much he loves his pillow.Customer Answer
Date: 11/18/2022
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,
*********************** Showersi am terribly sorry and and extremely happy with this pillow! I it did what it said it did and I am not in pain
Initial Complaint
Date:10/09/2022
Type:Service or Repair IssuesStatus: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 ordered one of pillow cubes pillows on Sunday, Oct 2 after seeing ads on instagram for them over the last year. I felt like this was a unique pillow and could help me sleep better so I purchased it. I ordered the pillow directly through their website and with tax and shipping the order total was just over a $100 dollars. As of today October 9, I have still not received a shipping confirmation email or any communication from them about my order besides the automated order confirmation email. I have tried emailing them, calling them, and reaching out to them on instagram and have gotten no response. I would like my money back at this point since I have not received the product or even confirmation that it has shipped. Im also worried I may never receive my order after reading a recent review on trustpilot from a guy who seems to be dealing with my same situation with this company. My order number is PC280444. I can also provide the order confirmation email, if needed. I paid using PayPal.Business Response
Date: 10/10/2022
Hello! In the past week, we changed fulfillment centers. In the process, a glitch occurred that resulted in tracking information not being sent out to several customers. We are working through that glitch to ensure that customers receive the tracking information for their orders. In this instance, the order was shipped on October 4, 2022, and is currently in transit. We will reach out to the customer via email to provide this information to her. Once received, she may file a return request. If we can be of further assistance, please let us know. Thank you!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,
***************************Initial Complaint
Date:09/23/2022
Type:Product IssuesStatus: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.
PillowCube provides a quiz on their website as a tool to help you find the correct pillow for your size. I took the quiz and bought the recommended pillow which costed excess of $100. The pillow was in fact too large for me and could not be used for anything else. I reached out to the company about possibly exchanging the pillow for a size that more correctly fits me, and they stated that there was no need to return it, but instead to provide photos of the destroyed pillow or proof that it had been donated to a charitable cause. I reached out to several networks, in which I struggled to find one that was in need of pillows. Due to other circumstances in my life I was required to turn my attention elsewhere. Several months have elapsed since then, and I have now reached back out to PillowCube to continue the process of seeking an exchange. Their policy states as follows: "You may request an exchange or a refund within 60 days of your initial purchase." I followed this steps accordingly. What it doesn't state is the the requirements for completely fulfilling the request be completed within that same 60 days. I paid too much for a pillow that they recommended for me, and I merely want to an exchange. Your refund policy does not clearly state the full requirements for an exchange, and I should therefore be granted my exchange.Business Response
Date: 10/10/2022
Hello! Our return/exchange window is 60 days from the date of purchase. The customer purchased from us on January 30, 2022. On February 7, 2022, he initiated a return through our automated portal. Once this is submitted, the customer has 30 days to complete the return. Approximately 23 days later, an automated reminder email was sent to the customer to advise him that his return timeframe was expiring. The customer did not follow through with the necessary steps and the return request was closed.
On September 8, 2022, the customer reached back out to us to request that he be able to exchange the pillow for a different height. He was notified at that time that his return/exchange window had expired and that we would be unable to assist with his request. He was not satisfied with our response and wrote back to us again on September 20, 2022, to request that we allow him to exchange the pillow outside of our policy. We advised that we would not be able to assist with an exchange and advised that if he would like to purchase a different size of pillow, we would have additional sales in the future that may meet his needs. His response to us used profanity (see attached), at which time we thanked him for his feedback.
The customer's request for a return outside of our return/exchange window is without merit.
Business Response
Date: 10/31/2022
An exchange was offered to the customer at the time of the initial request in February 2022. At this time, the customer is well outside of the exchange window and as such, we are unable to assist with an exchange. We offer a recommendation on sizing, but as we stated, it is simply that: a recommendation. The exchange window of 60 days is ample time to determine whether a different height will work better. The customer is now nine months post-purchase. We are unable to provide an exchange or return the order.Customer Answer
Date: 10/31/2022
Complaint: ********
I am rejecting this response because:You still failed to respond to the other important points I made in my previous response.
Your refund policy on your website is unclear, and for that reason I was under the honest belief that I could
I will restate my claims again, claims which you have not addressed nor taken accountability for.
1st. There was never an automated email sent to me within the time frame you mention. Not even within an additional tolerance of +/- several days.
So, no, you did not attempt to provide a reminder at that time, or any time ever that I can see.
2nd. Your website's Refund Policy page makes no mention if this 30 day window necessary for completion. With that fact, I was not aware whatsoever that I would be confronted with this resistance when trying to exchange the pillow.The attached .png shows the points (shown with red dots beside them) mentioned in which you rcompany has failed to address.
To me, it seems most appropriate to be awarded my exchange in lieu of your company's abhorrent service.
Sincerely,
******** ***
Pillow Cube, LLC is NOT a BBB Accredited Business.
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