My Pillow, Inc.

I am rejecting this response because: The response is completely untrue. The same pillow you sell on your web site for 49.00 is the same pillow you say is worth 99.00 on your TV ad and claim to be giving the customer two pillows for the same price they can buy two pillows every day of the week for 49.00. Even an it can see the false advertising in this offer. Can't anyone at Revdex.com see how rediculus this proposition is and intervene to resolve this issue fairly.

Revdex.com:
I have reviewed the response...

made by the business in reference to complaint ID [redacted]. I have previously provided the information to www.mypillow.com. I informed them I did not have the email receipt for the pillows any longer. The order was placed:[redacted] Concord, CA 94520[redacted]@yahoo.com

The purchase was for 4  SQ green support level pillows for a total of $209.92, which includes shipping. On 11/10/16, you contacted MyPillow to exchange 2 SQ green support level pillows for pillows for 2 SQ white support level pillows and return 2 SQ green support level pillows for a refund....

 Mypillow received 2 SQ green support level pillows back for the exchange.  On 12/15/16, you contacted MyPillow to return the 2 SQ white support level pillows.  On 12/28/16, we received the 2 SQ white support level pillows and issued a refund of $99.97 that same day. According to our records, you still have 2 SQ green support level pillows.

I am...

rejecting this response because:According to their own records, they still did not meet the delivery promise date that they charged a premium for.  Delivery ws not received in 2-5 days but merchandise was received on day 6.  Because they did not meet the extra charge for the delivery they need refund the delivery difference.

Initial Business Response /* (1000, 5, 2015/07/21) */
The customer placed her order on September 17, 2014. Her order was for 1 standard/queen white support level and 1 standard/queen green support level and 2 GoAnywhere pillows. The customer contacted us on October 30, 2014 wanting to do an...

exchange from the white support level to the green support level stating the white support level was not enough support. MyPillow never received any pictures from the customer and a Representative verified this with the customer. MyPillow tried to contact the customer on December 3, 2014 and December 4, 2014. MyPillow has not received any phone calls from customer since December 4, 2014. If the customer would like to do an exchange, we can do a one time courtesy exchange. She can contact us at [redacted].
Initial Consumer Rebuttal /* (3000, 7, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I do accept the exchange offered, I do not accept the rendition of their account. I called them multiple times and was placed on hold in excess of 25 minutes and then they disconnected. I would call back and then have to wait on hold again. I would use their call me back option and they would leave a message that they called me back. Never did they call me first.
The pictures were sent numerous times to the email they requested I send them to.
The original problem is that the CS agent suggested the wrong color for me a back sleeper. She said green.
Then when we rec'd them and followed the instructions, the green one was not as full as the white one, but still too full for my liking.
Then the owner said to exchange the white for a green.
Then another agent said to take pictures and we would exchange the green one.
All this time my husband has liked the white one just fine.
So I took pictures side by side of white and green and emailed to My Pillow. This was mid December by now. (We didn't have internet access so emailing pictures took a couple of weeks.)
I gave up trying to contact them and just let my friends know about their excellent CS.
Then after receiving their response now. I see I have to pay for shipping, which isn't right because I have done more than my share to make this right.
They should reimburse me to ship via the PO and pay for the shipping on the My Pillow exchange. But if they won't, I guess I HAVE TO.
It would be nice if they ship me the new yellow tag pillow with a return packing slip that I can just put the green tag pillow in and return to them. Instead they say I must return the green tag pillow to them first.
The last email I sent was Nov 5th 2014 to [email protected] where I was instructed to do so.
I can back this up if need be.
Final Business Response /* (4000, 9, 2015/07/22) */
The customer is responsible for return shipping and MyPillow covers shipping of the new pillow to you. We do have prepaid return labels for purchase for $9.98. Please contact us at [redacted].

We do offer exchanges for pillows purchased at a 3rd party retailer.  The customer can contact us at ###-###-#### or email us at [email protected] to set up the exchange.

I am rejecting this response because:  I was not abusive.  I am in pain after using the pillow.  I not only did not like the pillow, it caused me physical harm.  I was told that the Owner, Mike [redacted] sometimes calls customers back.  I asked when Mike can call me back.  They said that he is on vacation.  I asked when he would be back from vacation.  They said that they do not know and that it would be up to his discretion to call me back.  The radio advertisement states that you can return the pillow for a full refund when purchased and the salesperson said free shipping.  The salesperson and radio advertisement, prior to purchase, said nothing, but free shipping and full refund before the purchase.  My Pillow will not provide clarity as to whether Mr. [redacted] will call me back to discuss or when he will be back from vacation.  They had a very poor, "so what" attitude that I have suffered pain from 20 minutes use of the pillow.  Not only do I not like the pillow, it caused me harm.  They offered to exchange the pillow at no cost to me and I rejected it because of fear of their pillows and the physical damage they caused me.  I was not abusive to them at all.  They do not provide clarity on whether I cam speak to Mr. [redacted],the Owner, to present my position.  I want a full refund just like the radio advertisement said and full paid shipment just like the salesman said.

Revdex.com:The offer as I understand it is: The Company will pay for the return shipping cost. When The Company receives the return shipment, they will issue a timely refund to my credit card for $189.29.  This amount represents the cost for the product, shipping it to my home, and tax.  If The Company is making the above offer to close out complaint ID [redacted], then I accept their offer.

Initial Business Response /* (1000, 5, 2015/12/01) */
The original price for 1 Standard/Queen Premium pillow is $99.97, plus shipping and tax where applicable. With a promo code, you receive 2 Standard/Queen Premium pillows for $99.97, plus shipping and tax where applicable. If one chooses to only...

order 1 Standard/Queen Premium pillow, they can receive a 50% discount on the one pillow.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The pillow can be purchased at stores like Hammricks for only $39 or $49 so the tv advertisement is misleading. I want my $49 returned to me.
Final Business Response /* (4000, 9, 2015/12/10) */
The original price for 1 Standard/Queen Premium pillow is $99.97, plus shipping. With a promo code, you receive 2 Standard/Queen Premium pillows for $99.97, plus shipping. If you chose to only order 1 Standard/Queen, you can receive 50% off with the promo code.

The credit of $108.48 was issued on 12/29/16.  It can take 3-7 business days for the refund to reflect in your account.

The customer would need to contact their credit card company if she believes this is a fraudulent transaction. We have shipped the product. We can only refund money once the product has been returned to MyPillow.

Initial Business Response /* (1000, 5, 2015/07/09) */
Please contact us at [redacted] and ask to speak with a Supervisor so that we can get the customer's contact information to issue the remainder of the refund.

The buy one get one free offer was for 1 Standard/Queen pillow is $89.97 or King Premium pillow for $99.97, plus shipping.  With the promo code, you would have received 2 Standard/Queen Premium pillows for $89.97 or 2 King Premium pillows for $99.97, plus shipping.

Until we see the product on its way back, we cannot ship the new pillows.

Please give us a call at 800-308-1299 to receive a RMA for refund.

I am rejecting this response because: it's under my husband's name [redacted],Schaumburg IL 60193. Order number is the same.

We do not track orders by emails.  If you could provide your order number if you have it.  If not,. please provide your full name, address and telephone number.

Initial Business Response /* (1000, 5, 2015/08/13) */
The price for one pillow is $99.97 for the Standard/Queen. For the buy one get one free the price is $99.97 for 2, plus shipping. In order to receive the buy one get one free, the customer must enter the promo code. It appears the customer was...

not entering a promo code. If the customer needs assistance with placing the order, please contact us at [redacted].
Initial Consumer Rebuttal /* (2000, 6, 2015/08/17) */
Please close the case. The business has provided satisfaction to my concerns.

Our website does state that the sheets are already discounted 20% and then 30% off at check out with a promo code.

Initial Business Response /* (1000, 5, 2015/08/11) */
The customer purchased 2 King Premium Pillows in our white support level. We offer 4 different support levels. The white support level is considered our medium support level. the customer contacted us on August 10th to get a Return...

Authorization to return the pillows. The customer did not want to exchange for a different support level. The customer is responsible for return shipping.