Complaints

This profile includes complaints for Pillow Cube, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pillow Cube, LLC

  1815 S State St. STE 230 Orem, UT 84097

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  Pillow Cube, LLC

  355 S 520 W Ste 250 Lindon, UT 84042-1976

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  Pillow Cube, LLC

  560 S 100 W Ste 19 Provo, UT 84601-5038

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:06/16/2022

  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.

  I ordered a 5" sidekick for $49.99 and a pillowcase for $9.98 on May 6. I did not know this at the time, but ordering the pillowcase doubled the shipping cost to $10, the first red flag. Shipping took two weeks. I have never paid this much for shipping an online order, and I've had online orders from overseas retailers arrive sooner. After about a week I reached out to customer service about why I hadn't received my order yet, they waited several days to respond until it was delivered and then said, "Our records showed it was delivered". Well, yeah, now it is. The pillow itself had no support at all. It is supposed to support your neck while side sleeping. As soon as you lay on it, it flattens completely and does not hold its shape like normal memory foam. This pillow is not capable of providing any support, let alone specialized neck support. I reached out to customer service about this and they said that they use a slow shipping carrier and that's why it took so long for my pillow to arrive (then maybe they should get a new carrier) and that they would not refund the high shipping costs, only the cost of the pillow. "Due to high shipping costs" I would also have to either send them a picture of the destroyed pillow with today's date or a donation slip showing that I donated the pillow. I already feel that I paid too much for shipping. Then the product was defective. I don't want to be out $10 AND have to use my gas money to drive to donate the item just because they send out defective products. They even admitted that some of their pillows are too soft or too hard to be ideal. However they wanted to do an exchange. I'm just interested in being done with them but I don't want to be scammed out of $10. Furthermore, i just made an online review on their website and it has yet to appear. The review was indeed negative, but factual and fair. Just trying to warn other people before they buy. I notice that there are only 5 and 4 star reviews on their site.

  Business Response

  Date: 06/29/2022

  The customer reached out to us to express displeasure with the fact that the price he paid for shipping wouldn't be refunded.  We offer free shipping for orders over $125, and the order in question was less than $125.  We explained to the customer that shipping costs are non-refundable since those funds were paid to the shipping carrier for delivery of the product.  He also expressed a concern regarding the time that the order took to ship.  We process the order within 1 - 2 business days and shipping takes 3 - 8 business days. However, the shipping time is not guaranteed and is based on the shipping carrier's timeline. Our policy requires that the returned item be donated before we issue a refund. In the alternative, the customer can send a photo of the ******************** that is cut up and we will issue a refund.  The customer was advised of this and given the option to not have to drive to donate the pillow.  He has now reached out to us and is interested in an exchange; we have provided those instructions to him as well.  Regarding the concern about the firmness of the pillow, we advised that the foam is medium-firm foam and can be within one point either way of our normal firmness level.  it is possible that he received a pillow on the lower side of the scale.  We can issue a refund for the customer, less the shipping costs, or provide an exchange if that is what he would prefer. 

  Customer Answer

  Date: 06/30/2022

   
  Complaint: 17433338
  
  I am rejecting this response because: They admit that the pillow may not be of top quality and all I want is a full refund. Shipping was super expensive and took a very long time, so I definitely don't want to lose that money. It's also crazy that buying a pillowcase to go with the pillow doubled the shipping cost. If you go on Trustpilot, many other consumers have trouble with their shipping. It is simply a bad business practice to have terrible shipping policies. And since my problem is with the quality of the pillow, I should receive a FULL refund, shipping included. Also, they said that I was offered an option to not have to donate the pillow before we began to talk about an exchange. That is not true. I will only be satisfied with a full refund, and I think that I deserve that. I don't know why they're being so stingy with shipping costs when there is a quality issue with the product. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/06/2022

  In response to *****************, we did not state that the product was defective; that assertion was made by *****************.  Our pillows are medium-firm and are quality tested.  Memory foam is rated on a firmness scale, and we test each pillow to ensure that it is within one point of one another.  It is possible that ****************** received a pillow on the softer side of that scale, however, it was not defective.  It is more likely that ***************** simply needed a taller pillow to accommodate his shoulder.  We offered to exchange the pillow to help ***************** at no cost to him, with the shipping covered by us. 

   

  Regarding the shipping, we use DHL as a carrier.  Our processing time is 1 - 2 business days, and their delivery time is 3 - 8 business days.  ********************* order was delivered on the 8th business day, which is what would be expected based on our location and his location. Additionally, we don't offer flat-rate shipping.  Shipping costs are based on the amount of the order. When a pillowcase was added to the order, it crossed into the next shipping level which is why he saw an increase in the amount he paid for shipping. This was clearly visible on the site prior to the purchase being finalized by him.  

  As a courtesy, we will refund the order in full as a one-time courtesy.  However, this will be considered a return and the exchange option is no longer available.  ***************** is free to purchase another pillow; however, the shipping costs for any subsequent purchases are non-refundable.

  Customer Answer

  Date: 07/07/2022

   
  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. All that I wanted was a full refund, and though it took two months and a back and forth through the BBB, I received it. However I do not like their suggestion that the problem is with me and that I was likely too big for their pillow. Per their website, there are two sizes of sidekick pillow, the thick is for people 6'3" and taller, and the standard is for people below 6'3" and "fits most people". I am a 5'0" petite woman, so I doubt that my shoulder is too big for their pillow and it was rude of them to make a passive aggressive dig at me in their last response. 
  
  Sincerely,
  
  ***********************