My Pillow, Inc.

I have processed the refund of 106.85 today. Please allow 3-7 business days for the refund to reflect in your account.

I apologize for the confusion. Once we receive your pillow back, we will issue the refund the same day.

We do offer a 60-day money back guarantee.  The customer is responsible for return shipping.  The original shipping charge is non-refundable.  We do offer a prepaid label to be deducted from your refund that you can use to return or find your own return shipping method.

The order was placed on 12/14/17.  Your delivery was made on 12/20/17 which would be the 4th business day.  Our expedited delivery is 2-5 business days.

Again, if you believe that you have fraudulent transaction, you need to contact your credit card company or contact your local police department.

On our radio advertisements, we offer a 4 pack offer.  This offer includes 2 premium pillows and 2 goanywhere pillows.  This offer is not for 4 premium pillows.

Initial Business Response /* (1000, 5, 2015/12/10) */
The radio special is for 2 Classic Pillows and 2 Free GoAnywhere pillows. The offer is not for 4 regular size pillows. The Classic measure 18.5"X28" for the Standard/Queen and the GoAnywhere pillow is 12"X18".
The customer received PRemium...

pillows because our local retail stores do not carry our Classic pillows.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
MyPillow has not addressed my complaint it appears that the complaint was not completely reviewed and that a generic answer was provided.
Please read my full response before replying; also please provide specific answers to each of my 6 concerns, and the 3 resolution requests below, not a canned generic answer or response.
1. Yes I agree with your response that the radio special is for 2 classic pillows and 2 free GoAnywhere pillows, I am not disputing that, if it wasn't for the fact that your salesman's had me upgrade to king-size pillows, that's what I would have received. Again I am NOT disputing the radio special or what we purchased on 11/14/2015 at the Burnsville MN store.
2. What I am disputing and submitting my complaint on is the Burnsville MN MyPillow store salesman promised the two girls we are adopting 2 free pillows and those were not receive!
3. Evidently MyPillow agrees that Their salesman was exercising bad sales practices since I was told by a MyPillow employee that your salesman that made these promises has been terminated and I was told the reason he was terminated was due to him making promises and commitments, similar to the promises he made my daughters.
4. I have yet to receive an apology of any type from either Ms. [redacted] or MyPillow for YOUR employee's unethical behavior in making and breaking these promises. When promises are made and then broken to children that have been in the foster care program that suffer from Reactive Attachment Disorder it tends to causes a great deal of emotional and psychological stress and damage, especially when these promises are broken by an adult. I'll be more than happy to share their therapy bills with you if you need proof!
5. Why did Ms. [redacted] the Customer Operations manager tell me one thing "The special you heard on the radio is for online only but the local stores are matching it if the customer has heard the radio commercial. Normally when you purchase in the store you get one Go Anywhere Pillow with the purchase of 2 bed pillows. How can I make this experience better for you?" But then she changes her story when I replied with my answer and asked for the two pillows promised my daughters by your salesman "The store should have never told you that they would match the radio special because it is for completely different pillows."
6. I have sent E-Mails requesting contact information for Ms. [redacted]'s supervisor, left voice mails with MyPillow Customer Service and talked with Customer Service personnel and been told that Ms. [redacted]'s supervisor would return my call. I have yet to receive any of the promised return phone calls from MyPillow management, one returned phone call could have help to quickly solve these issues.
Attached PDF contains the full E-Mails from Ms. [redacted] and my original complaint (JimMiller_mypillow_complaint_12-20-2015.pdf) and a copy of this response in PDF format (JimMiller_mypillow_response_12-20-2015.pdf).
You have a great product But Where's the "Your moment's away from experiencing the best customer service that MyPillow is known for" I have yet to see this service and have never if my life or military career treated an individual with the degree of disrespect MyPillow has shown me and these two little girls. I have been told contradicting statements and had lies told to the two girls that I have given my word and honor to protect since they have come to live with us!
Please address these requests, I don't feel I'm being unreasonable with any of them the first two are for the girls not myself and the last one I honestly hope that if something this serious (again serious enough that you terminated an employee) happen that management and Mr. [redacted] is aware of it.
Again what I would from MyPillow is :
1. A letter of apology from Mr. [redacted] address to the two girls.

2. The girls were promised pillows to sleep with like mom and dad's new pillows. I'd like the girls to each receive a pillow as promised! And yes your salesman said to sleep with like mom and dad, and no I would not have them sleep on travel pillows full time, they are little girls and do not know that sleeping on a travel pillow all the time is bad for them.
3. I'd like to ask Mr. [redacted] if he's aware that this is the kind of service being given to HIS customers, Veterans, and fellow Minnesotan's.
Final Business Response /* (4000, 9, 2015/12/23) */
The radio special is only available online or by contacting us. The retail store was willing to honor the radio special by offering 2 Premium pillows, in replace of the 2 Classic pillows. It is not any part of the offer to get 4 regular bed size pillows.

Initial Business Response /* (1000, 5, 2016/01/27) */
We do offer a 60-Day Money Back Guarantee. If during that time, someone is not fully satisfied with their pillow, they can receive a refund, less the original shipping cost. We do offer a prepaid return label for purchase on a return for $9.98,...

to be deducted from the refund. The customer chose this option.

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.)
No where on the website did the ad state it was for 1 pillow only to get one free. The website showed a price of $49.99 and I ordered 2 and paid $99.97 for the two pillows. I did not control My Pillow website nor the price they posted on their own website. It stated the final price would be shown at checkout after applying the tv code. I then applied the tv code tv105. The resulting price would logically be $49.99 x 2 = $99.97 plus shipping. This is the amount that appeared on check out. I fully expected to receive 4 pillows. Two for which I had paid and 2 additional free pillows. I fully expect MY PILOW to live up to their advertising.
Final Business Response /* (4000, 9, 2015/12/31) */
BUY ONE GET ONE FREE
Only $99.97 For Two MyPillows!
(With Promo Code)
Our website states the price for 2 pillows on the very top in red writing.

Initial Business Response /* (1000, 5, 2015/06/22) */
The price for one Standard/Queen Premium pillow is $99.98, plus shipping. When you order two pillows you receive two Standard/Queen Premium pillows for $109.98, plus shipping with the promo code. If a customer only wants to order one...

Standard/Queen Premium pillow, they will receive a 50% discount on one Standard/Queen Premium pillow for $49.99, plus shipping. The price Mr. [redacted] is seeing is the 50% price for one pillow with a promo code.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Who would pay $99 for a pillow? They would sell very few. I purchased 2 pillows over a year ago for $49.99 each. If I were to buy one at $49.99 and get one free my total would be $49.99 like it was not long ago. The promo code is just a way for them to get away with pulling this False Advertisement and legally get away with it. It is to bad that they are doing this because they just lost a sale. If they was not doing the buy one get one free then they should not advertise it that way. This is so bad that this otherwise good company want to lie in their Advertisements. I am so disappointed that I will not buy any more from a company that will try to pull this on me.
Final Business Response /* (4000, 9, 2015/06/23) */
If a customer wants to purchase one Standard/Queen pillow, they can do so at 50% off with a promo code making the price of the pillow $49.99, plus shipping. The original price for one standard queen pillow is $99.98, plus shipping.

For the misunderstanding, I will refund the customer $53.98 for 1 pillow.  That amount includes tax.  Please allow 3-7 business days for the refund to apply in your account.

Initial Business Response /* (1000, 5, 2015/06/09) */
The price for one Standard/Queen Premium pillow is $99.98, plus shipping and one King Premium pillow is $109.98, plus shipping. Therefore, if you have a promo code, you can receive two Standard/Queen Premium pillows for $99.98, plus shipping or...

two King Premium pillows for $109.98, plus shipping. If a customer does not want to purchase two pillows, we do offer a 50% discount on one pillow, making one Standard/Queen Premium pillow is $49.99, plus shipping and one King Premium pillow is $54.99, plus shipping.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is misleading advertising if not false advertising. No where does it state that the regular price of the pillows is $109.98 each. In one spot it says $54.99 each. So if you are advertising buy one get one, you should get two for $54.99
Final Business Response /* (4000, 9, 2015/06/15) */
It states on our website the price for a Premium King pillow is $54.99 WITH PROMO CODE. If a promo code is not entered, the customer will pay full price for one King Premium pillow of $109.98.
Again, the price for one Standard/Queen Premium pillow is $99.98, plus shipping and one King Premium pillow is $109.98, plus shipping. Therefore, if you have a promo code, you can receive two Standard/Queen Premium pillows for $99.98, plus shipping or two King Premium pillows for $109.98, plus shipping. If a customer does not want to purchase two pillows, we do offer a 50% discount on one pillow, making one Standard/Queen Premium pillow is $49.99, plus shipping and one King Premium pillow is $54.99, plus shipping.

I am rejecting this response because:  I puchased 1 pillow for $96, returned 1 pillow for a full refund within the allotted time, paid my own shipping and was refunded not the 100% guarantee as advertised.  I would like the 0ther 50% of my original price of $96 refunded.

Initial Business Response /* (1000, 5, 2015/12/16) */
We can offer you a warranty exchange for different pillows. Please contact us at [redacted].
Initial Consumer Rebuttal /* (3000, 7, 2015/12/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was given...

the option to pay $9 dollars to ship it back. I shouldn't have to pay to ship it back.
Secondly, they're appears to be mold on 2 of the pillows. Is it safe to mail them.
I would like it if the pillows were just sent and I didn't have to pay and wait to get my replacement
I was given a RMA#: [redacted] for the return but I don't like waiting either.
Final Business Response /* (4000, 9, 2015/12/22) */
The customer needs to send the pillows back. Once we receive the pillows, we will ship the new pillows out. The customer is responsible for return shipping.

I am rejecting this response because:The position taken by MyPillow is unacceptable.  As previously noted, I have contacted the credit card company and without further information, they cannot help process as a fraudulent claim.  MyPillow has already acknowledged that the pillows were NOT sent to me.  I did NOT order them.  I have had to pay for 5 purchases from MyPillow that I did NOT make because MyPillow will not assist in resolving this issue.  Why does MyPillow think it is ok for the little consumer to be the one to bear the burden of this purchase?  I must pay the credit card bill or my credit rating will go down.  I do not have any pillows to return.  I would not spend lots of time to pursue this issue for no reason.  I did NOT order the pillows.  MyPillow will not tell me where or to whom they were shipped and therefore, the credit card company will not pursue this as fraudulent.  MyPillow needs to act like a responsible corporate citizen and do the right thing.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].My Pillow offer is buy one get one free.  I does not seem logical that only I...

would only want to return a single pillow !  What I want for my complaint to "be settled fairly", is for My Pillow to honor their money back advertised guarantee and send  me a RMA number via email so that I can return these pillows and receive my refund within 30 days.  I do not consider this matter resolved until the refund is issued.Order information for My Pillow original purchase:Product/Service:pillowModel #:blue std/queenAccount #:None ProvidedOrder #:391687410Purchase Price:104.7200Payment:In Full Debit CardDisputed Amount:104.7200

Our shipping time frame is 2-5 business days.  Saturdays are not included in business days.

Initial Business Response /* (1000, 5, 2015/05/04) */
The customer has been refunded $199.97. Please allow 3-7 business days for the refund to post into the customers account.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/05) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)

Initial Business Response /* (1000, 5, 2016/01/27) */
We have not received Mr. [redacted]'s pillow back to us yet. If he can provide the tracking number, we can try and locate his pillow. I am not showing a record of any calls from the customer, except on 12/31/16.
Initial Consumer Rebuttal /*...

(3000, 7, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have called many times leaving my cell phone #. The problem is I didn't keep the tracking #. I used the return label they gave me and the pillow hasn't been returned.
$100 is a lot of money for a pillow, especially for a pillow that I do t have. Cell # [redacted]
Final Consumer Response /* (2000, 11, 2016/01/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Ok thank you
Final Business Response /* (4000, 9, 2016/01/29) */
I have received the package in and will overnight the package. I was able to locate the tracking on the label and it appears that the exchange pillow was lost in transit.

When a customer asks us to remove their email from our system we do remove it.  It can take 10-14 business days for the email to be complete the removal process.