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:03/12/2025

  Type:Service or Repair 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.

  Wow I have never had or seen worse customer service. Absolutely horrible. So I got the big Plufl. The biggest most expensive one. Well I was excited. Being a shark tank company I was sure I would get good service. I thought that I would get a good product and good service if I was not happy. WOW WOW WAS I WRONG. THE ABSOLUTE WORST EVER. When the product arrived it was obvious the quality was not there. I let it sit out and air up. ***. fill with air and expand. Well my inside bolster did not go completely around the plufl. About 3/4 of the way leaving a gap and it looked sad. It just sagged down to the floor. It was not held up or anything. It was not very full at all. The bottom is just a disappointing slab of memory foam. So I was not happy with the quality. YOU WILL NEVER BE AE TO SPEAK TO A CUSTOMER SERVICE PERSON. JUST EMAIL. SHADY. Well when I sent an email the response was rude and terrible. I assumed I had a 30 day satisfaction guarantee but nope. Not on the bigger plufl. Not on the expensive one just the smaller cheaper one. I have email chain to prove it. They should not return or refund for my product even though it was not used at all and in perfect condition. So they said they would send some filling for the bolster. I said ok thats great. Will it make it grow to the right size because there is a gap in there. Ok waiting on fluffy foam. Well 2 days later I got an email from the customer service person that had been emailing me. They said they dont have any foam that they were out. I said well how are you making plufls to send out. He said get it on ******. I could not believe it. The worst customer service I have ever seen or experienced. Really bad. Watch this company. It does not say anything in the return policy about not being able to return the plufl. Very deceptive. I really thought being a shark tank company service would be better. I am not trying to get anything free. I just want to return a junky product according to my warranty

• Initial Complaint

  Date:02/03/2025

  Type:Product 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 bought a "Plufl X - Large" from this company nearly 8 months ago the 23th of May 2024, and they never delivered the product.After numerous delays and excuses, and surprise fees (they asked me to pay 300 more for shipping after months of delay).They finally agreed to refund me for ****** on December 19th.However, despite being patient and comprehensive, having countless follow-ups and promises that my refund was "a priority," I never received my money, and the company is now unresponsive to my emails.I guess they are waiting for me to lose patience and give up. I kindly ask for your help about retrieving what they owe me, as they promised twice to refund me.Thank you for any assistance you can provide.

• Initial Complaint

  Date:01/10/2025

  Type:Delivery 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.

  12/2/2024 - I placed my order for the Plufl Human Dog Bed (Standard/Charcoal) for $299 + free shipping. With that order, I was supposed to receive a "Mystery Gift" and a "Luxury Blanket Set". The order number was *****. From 12/4/2024 to 1/10/2025, I have been given the run around about this order and I am tired. I regularly checked the status of the order using the *** Tracking#1Z699EV30337525858. Every-time time I check the status it says *** does not have possession of the package yet. Estimated delivery date will be available as soon as we get the package. I have received an email from ***** who stated your order is indeed in transit, and it has already been shipped". ***** keeps referring me back to the same *** number that does not provide any new updates. The *** website, continues to say "*** doesn't have possession of the package yet. Estimated delivery date will be available as soon as we get the package". On 12/8/2024 - I received an email with "update on my order" (Order #*****). The email basically stated that "We noticed your shipment hasn't been updated by the carrier in a few days...". The email also stated "we're keeping an eye on it though, and if it doesn't start moving soon, we'll be in touch....there's no need to check in with us..we're monitoring your shipment with ***". Each time I enter the tracking number on the *** website AND when I click the "Track My Order" link from the email from Plufl, it says "ETA UNAVAILABLE...ON ITS WAY". It also says "SHIPPER CREATED THE LABEL, *** HAS NOT RECEIVED THE PACKAGE YET"! On 12/11/2024, ***** sent an email apologizing for the delay and that he double-checked my order from our warehouse and seen that it's in transit." He requested a little more time for the package to be sent to me. After a week and me regularly checked my tracking number on the *** website and seeing no new updates, I sent an email request that the order be cancelled. Plufl refuses to acknowledge that they never sent the product

  Customer Answer

  Date: 02/03/2025

  Good Afternoon - Attached you will find my response to Plufl's "Chargeback Evidence".
   
  I want to highlight a few facts that are detailed in the attached letter:
   
  1.  January 13, 2025, *** sent Plufl - Launch an email acknowledging that they LOST the package AND the necessary paperwork to complete a claim for reimbursement. (Case# **********a).
  2. Plufl is expected to receive reimbursement for the LOST package once they complete the paperwork and return it to ***.
  3. January 24, 2025, Plufl responded to *********** maintaining that the no refund policy applies in the situation. Meanwhile, they have know for almost 2 weeks that *** lost the item.
   
  The attached letter, as well as my supporting documents were also provided to the following entities:
   
  Plufl via U.S. Mail and email
  Capital ***************** Team
  ********************** 
  CA ******************************
   
  Again, I look forward to a response from you indicating that you will provide a refund for $299 within five (5) days from the date of this email and the letter.
   
  Thank you
   
  ****** ******
  

  
  

• Initial Complaint

  Date:01/07/2025

  Type:Delivery 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.

  Hello there,I placed an order through ******, and was shipped the wrong item from Plufl.Costco can see that the ordered item shipped directly from Plufl, and can only offer me a refund for the wrong item that was sent. I would like to receive what I ordered and paid for, and understand this is something that Plufl needs to remedy, as the error was made on their end. Instead of speaking to a representative from Plufl, I have been directed to an email address, which I have sent two messages through and received zero responses. ****** gave me a toll free # to try, which connects to an apartment complex, and no one answers the calls I have made to them. I have checked my spam folder daily to see if a Plufl response is going there, but have yet to receive any notice of acknowledgment. I am quite frustrated that this seemingly thriving business is lacking in a major way. :(I am appreciative of your time and assistance. Thank you, kindly!*****

• Initial Complaint

  Date:01/02/2025

  Type:Product 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.

  Order #***** placed November 26, 2024 for X-Large Plufl Human Dog Bed. Have tried to work with the company to no avail.Order arrived December 24 (see FINALLY ARRIVED attachment) but was an inferior design to large size previously purchased and gift items were not included (see attachment NOT AS ADVERTISED). A refund was requested and denied. They also claimed the free gifts did not apply to XL item (see SORRY FOR INCONVENIENCE). Sent them evidence that I was due the gift items (see REQUEST FOR PROFFERED GIFTS) and was told the gifts items were no longer available (see PROFFERED GIFTS DENIED).__________________________Verbiage of email I sent to Plufi upon opening product... Hello Plufl,When Plufls were first introduced we pre-ordered/received two -- and we love them. The enveloping 360-degree supportive cushioning differentiates Plufl from everything else in the market. With two 100-pound dogs sharing my Plufl, I was excited to see a larger version become available. Yesterday our X-Large Plufl arrived. The X-Large is a significantly different design, with the pillow bolster simply rolled onto the floor outside the standard-size base cushion. Instead of cozy, cradled support in the Standard size, the X-Large provides minimal bolster support making it little more than foam on the floor. Despite your policy exclusion on the refund/return of X-Large Plufl Human Dog Beds (oddly your only ineligible product) I request a full refund due to deceptive marketing. The X-Large design is inferior to the Standard design they are not equivalent quality products. We did not receive the blanket or mystery gift that should have been included, thus cannot return those to you. We love our standard Plufls and want to keep bragging about your product, but this soggy-sided X-Large is seriously flawed. We will purchase a true X-Large version if/when one becomes available. __________________________

• Initial Complaint

  Date:12/18/2024

  Type:Product 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 made a purchase with Plufl on December 2nd. My items did not ship by the designated shipping time so I followed up through email. They recognized a problem on their end, which they would not have had I not reached out. They then failed to send me all of the purchased products. I followed up again through email even providing picture proof, and they still have not sent me the remaining products. So at this point I am looking for $150 back to my credit card as this is the amount for the items not shipped. I don't care to do business with a company with such poor customer service.

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair 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 bought 2 body pillows from plufl only opened one to see if we would like it. Nope very uncomfortable. Sent email 6 exactly and the tell Me no 30 day money back guarantee if open. I attached where it said 30 day fee trial. Said changed there plan. Well nope internet says it on there page. Won't take the open one back and charge me 30 to send the non opened one and I still do not have my money. I want all my 328 dollars back. They do not stand behind there word terrible customer service. I am posting everywhere for people not to buy from them. It's terrible how they just change the rules to make it work for them.

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair 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 ordered the product on 8/25 never got any indication of shipping but received plenty of ads from them. On 9/5 I reached out regarding my order, was told the order was lost in their system and that the customer service agent had manually processed my order and it would ship within 1-2 business days. Reached out again and was told 1-2 business days and I finally disputed the charges on my account on 9/12.

• Initial Complaint

  Date:08/19/2024

  Type:Product 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.

  Plufl and sheets were ordered on 7/19/2024 for $338. I've made multiple requests for a refund, as documented through email, which i've uploaded. The responses I've received have been nonsensical and seem as if an AI is replying with no clear instructions on how to proceed with a refund, despite their website claiming a 30-day return policy. I've been trying to resolve this through my credit card company, but it has been a month, and the issue remains unresolved. I'm hoping the Better Business Bureau (BBB) can step in to contact the company and ensure the refund is issued. Additionally, I want to warn other consumers about the deceptive practices of this company.

• Initial Complaint

  Date:08/19/2024

  Type:Product 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 purchased their product, Hugl cooling body pillow because it said on the advertising that there was a 30 day RISK FREE guarantee to try the pillow. Buried in their return policy they then state that return shipping is on the buyer, and although my pillow SHIPPED from their local warehouse in *********, ****, you have the ship it BACK to ****! That is over $100. They then say there is a 20% restocking fee which would take almost another $40. When all is said and done they have STIFFED the buyer for everything but $80 from over $200 purchase. NOW... tell me THAT is RISK FREE??? They are refusing to budge on this policy and now I have a pillow that does NOT perform as promised and NO WAY to get my money back. Their advertising is fraudulent and they should be put out of business or required to take down their fraudulent ad.