My Pillow, Inc.

Please provide a copy of your receipt.  You...

can either email it to [email protected] attn: Sherry M. or mail it to my attention at MyPillow, [redacted] Chaska, MN 55318.  Once I see the receipt, I will set up a return authorization for you to return the pillow.  Please make sure to include your name, address, telephone number and email with the information so that I am able to get you directions on how to return the pillow.

We have no record of the customer returning the package.  We have asked that the customer provide return tracking information, but she hasn't provided it to us.

Initial Business Response /* (1000, 5, 2015/06/25) */
The customer has already did an exchange from our Standard/Queen green support level to our Standard/Queen yellow support level. Our yellow support level is our least fill pillow and is recommended for stomach sleepers. If the customer wishes to...

do an exchange for a higher support level, he can contact us at[redacted].

I will have someone reach out to the consumer to do a warranty exchange.

Initial Business Response /* (1000, 5, 2016/02/19) */
The customer's pillow was originally purchased on 11/23/16. MyPillow did an exchange on 1/5/16 for a different support level. The customer's 60-day money back guarantee was up on 1/22/16. The customer was offered a courtesy exchange for a...

different support level on 2/14/16.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We did receive a refund for our product as requested. Thank you.

I am rejecting this response because:This business has zero integrity.  The package was NEVER shipped within the advertised timeframe.  The tracking number they...

provided only indicated a label was created.  I did multiple follow-ups and I believe they finally may have shipped the product today.  And it will arrive 23 days after ordering... not the 10-14 biz days they advertise.Instead of acknowledging they have sloppy fulfillment and poor customer follow-up they opt to blame the carrier.  Should have known ... And of course there was certainly no delay in their order management system getting my credit card payment processed immediately.Clueless and my will certainly not be a repeat customer.

I would be happy to assist you, please provide a telephone number to best reach you and I will have someone contact you.

Initial Business Response /* (1000, 5, 2016/03/02) */
The buy one get one free offer is for 1 Standard/Queen Premium pillow is $99.97, plus shipping. With your promo code, you receive 2 Standard/Queen Premium pillows for $99.97, plus shipping.
When the customer placed his order, he did not...

enter a promo code, so he was charged full price. the customer contacted us on 2/29/16 and we entered a promo code for the customer. A refund of $99.97 was issued on 2/29/16.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that...

this resolution is satisfactory to me. How this company has an A+ rating, I will never understand. Their customer service is absolutely awful. They are rude, accusatory, and are definitely not pro-customer. I am disappointed in how this company operates and conducts business. Thank-you for helping me reach a resolution.

(The consumer indicated he/she DID NOT accept the response from the business.)
in response sent to me is the lady said sizes of my wife sizes of me .. she said 60.00 I said ok she did not even say anything about 100.00 dollars for 2 pillows or anything ...

else.... the tv adddd says buy one get one freeeee why not the second one free like free the t v sayssss.... I returned it today with the r ma number will see if the ad is right with the return .....

Initial Business Response /* (1000, 5, 2015/12/29) */
The buy one get one free offer is for 1 Standard/Queen Premium pillow is $99.97, plus shipping. With your promo code, you receive 2 Standard/Queen Premium pillows for $99.97, plus shipping.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/30)...

*/
(The consumer indicated he/she DID NOT accept the response from the business.)
That particular pillow cost 45.00 not 99.97. So it should be buy one get one free for 45.00. I BOUGHT ONE FOR 45.00.
Final Business Response /* (4000, 9, 2015/12/31) */
The buy one get one free offer is for 1 Standard/Queen Premium pillow is $99.97, plus shipping. With your promo code, you receive 2 Standard/Queen Premium pillows for $99.97, plus shipping. If a customer only wants to purchase 1 pillow, with a promo code you receive 50% off that 1 pillow.

Initial Business Response /* (1000, 5, 2015/12/17) */
The original price for 1 Standard/Queen Premium pillow is $99.97, plus shipping. With a promo code, you can receive 2 Standard/Queen Premium pillows for $99.97, plus shipping.
The return shipping is the responsibility of the...

customer.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/21) */
It is obvious that My Pillow, Inc. thinks they have done nothing wrong. I simply tried to call the number listed on the television ad and order a pillow and using the code, to obtain a second pillow free. The lady taking my order (I do not recall her name) did not recognize my code even though I read it to her directly from the television. She said she would accept my order anyhow. Only one pillow arrived. They state that you can purchase one pillow, with a second one free for $99, or purchase one pillow for $50. If that is NOT deception, I do not understand English. It is clear that in spite of my dissatisfaction, I am stuck with the $24 charge for returning the product. They do not plan to refund my shipping charges or apologize for the extreme behavior of the person taking (and messing up) my order.
You have done all that you can, and I thank you for that. I am still very dissatisfied with My Pillow, so I will continue to fight in any way possible. I will tell my friends, post complaints online, and write to the "National Sleep Foundation" for endorsing such a crooked, deceptive company.
Final Business Response /* (4000, 9, 2015/12/22) */
The customer is responsible for return shipping. If the customer decides to return the pillow, the original shipping charge is non refundable.

The order has been refunded and a credit of $89.96 has been issued.

If you provided your credit card information to a representative, we have refunded you for the charge.

Initial Business Response /* (1000, 5, 2015/08/26) */
Since the customer purchased the pillow on Amazon, the customer would have needed to contact the seller on Amazon through their Amazon account.
The customer never contacted MyPillow about the issue until after she sent it back to Amazon and...

was receiving a refund. The customer wanted MyPillow to send her a pillow free of charge. MyPillow did offer the customer to purchase a pillow directly from us for 50% of the original price and free shipping. The customer declined that offer.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business said just the opposite and I should NOT have contacted Amazon, but rather My Pillow. In addition, at no time was I offered a half price discount and free shipping. I will share my negative experience with others to stay away from this business.
Final Business Response /* (4000, 10, 2015/08/27) */
MyPillow did specifically state to the customer that she should have contacted the seller on her account on Amazon. MyPillow also offered the the customer to purchase at 50% off with free shipping. The customer can contact us at [redacted], if she wishes to purchase a pillow at 50% off.

We do offer a 60-day money back guarantee.  If the customer decides to return the product for a refund, the customer is responsible for return shipping.  We do offer exchanges for a different loft level, and the exchange is completely free to the customer.

I am more than happy to set the RMA up for you.  Are you returning both pillows on the order?

The customer never entered a promo code and didnt receive the discount.

I am rejecting this response because:
The pillows are defective, I explained and outlined in my complaint how and why they are...

defective and why I am requesting a refund, the company has already exchanged twice, it does not sound like the company even read my complaint as their response is to exchange, I want all my money back, what I originally paid and what they charged me 11/11/16 $21.18, if you cannot get my money back on my behalf please forward my complaint to the Minnesota Attorney General

The customer never entered a promo code, so the discount was not applied.  The customer contacted us on 11/25/17 and cancelled their order.