My Pillow, Inc.

I am rejecting this response because:I consider this to be unfair to the customer and poor business practice.  The company pays neither the original shipping charge nor the return said charge.  I have never encountered this before as a consumer.  The pillow will not work for me even as an exchange because the fill is lumps of material which I find uncomfortable.

Our advertisement is not false.  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.

The customers original shipping charge is no refundable. The customer is responsible for return shipping. We do offer a prepaid return label that is $9.98 which gets deducted out their refund. The customer can choose to use the prepaid label or find their own method of return shipping.

Initial Business Response /* (1000, 5, 2016/01/15) */
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.

We do have a 60 day money back guarantee.  The customer is responsible for return shipping and we do not refund the original shipping.  the customer was offered an exchange for a pillow for another fill level, but declined.  The customer chose to use our prepaid return label to be...

deducted from her refund.

I am rejecting this response because:
My order number is [redacted].  My zip code is 34202-5681.  My email address is [redacted]@aol.com....

 I have tried to give this information to the company, but their email address insists this information is incorrect and I cannot get a live person on the phone.  I even called customer orders today and got switched to "customer service" ]which is the recording that prevents you from speaking to anyone.  I left my number today and they are supposed to get back to me tomorrow.  We shall see.  Anyway, my rejection is due to the fact that I cannot find a way to give them the information they want.  If you can and would get an RMA number for me, I would appreciate it.

We cannot offer you a refund but are more than happy to do a warranty exchange for new pillows.  You can give us a call at ###-###-#### to assist you.

A heating pad can be used with the topper.  The only thing a heating pad will eliminate is the effect of the therma phase gel and controlling the temperature of a person. Using a heating pad will not have any damage or negative effects on the topper itself. If the customer would like to return...

the product, please contact us at 800-308-1299 to set up a RMA to return. We will cover the return shipping, if the customer wishes to return.

We do offer a 60 day money back guarantee.  We did extend our guarantee over the Christmas holiday and consumers had until March 1, 2016, to return their pillows.  I can offer a courtesy exchange for a pillow with less/more fill.

Initial Business Response /* (1000, 5, 2015/12/07) */
The customer did a warranty exchange for a new pillow on November 1st. The customer has not contacted us since stating pillow is going flat. The customer can do a one time courtesy exchange for a pillow with more support. Please contact us...

at[redacted].

Initial Business Response /* (1000, 5, 2015/07/30) */
The customer is responsible for return shipping. MyPillow will refund the shipping costs incurred by the customer, however the customer needs to send in a copy of the receipt for our records. He can e-mail at orders@mypillow.com or send a fax to...

[redacted]. Once that is received, we will issue a refund check for that amount.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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. Below is the information you requested: Thank you.("Please...

provide your full name, address, telephone number, email, size of your pillow and support level of your pillow.  Once I receive that information, I will set up an exchange for you.")[redacted]Chelsea, MA 02150###-###-####[redacted]@gmail.comLevel of pillow needed: YELLOWThe Most Comfortable Pillow-guaranteed. Get the deep, peaceful, REM sleep you need for your health and energized days.

Initial Business Response /* (1000, 5, 2015/05/14) */
The original price of our Standard/Queen is $99.98 for one pillow, therefore two Standard/Queen pillows are $99.98, plus shipping. The customer chose to only order one Standard/Queen pillow and received 50% off the price so only paying $49.99,...

plus shipping for his pillow.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just because they choose to use some kind of double talk to explain their pricing it still doesn't explain why when I ordered and got one pillow I DID NOT get a second pillow absolutely free as the guy on TV said. No I am not happy with their explanation.
Final Business Response /* (4000, 9, 2015/05/15) */
Mr. [redacted] only purchased 1 pillow at 50% off. In order to receive the buy one get on free offer, Mr. [redacted] would have to pay $99.98, plus shipping for 2 pillows. Mr. [redacted] can purchase the additional pillow for $49.99 and MyPillow will waive the shipping charge of $9.98. If Mr. [redacted] wishes to do so, he can contact us at [redacted].

If you are within your 60-day money back guarantee, you can return the pillows.  You will be responsible for return shipping.  Please contact us at ###-###-#### or email us at orders@mypillow.com.

I am rejecting this response because:
They are not being truthful. The lady I spoke to, told me that the filling causes that. We are afraid that the chemical used to make the filling can cause harm to our skin and possible other things when we are breathing. They should want the pillows back and see what is causing the problem. None of the other pillows we had over all these years did anything like this. Also from what she said they knew about it.

Initial Business Response /* (1000, 5, 2015/09/25) */
I am not able to locate any orders from Ms. [redacted]. Can you please provide more detailed information so that I may locate your order. Please provide your order number, if you still have that. If not, please provide the full name, address and...

telephone number the order was placed with.

I am rejecting this response because:they seem to not...

read my message... they are asking for an order number, but my complaint is regarding an unusable credit that was sent to me.  My contact information: [redacted], phone is ###-###-####.  MyPillow: Please re-read my complaint before responding again.

If the consumer would like their money back, they need to return the product where they purchased the product.

Initial Business Response /* (1000, 5, 2016/02/04) */
We have no record of any phone calls to us or emails from the customer. Can the customer email me directly at [redacted]@mypillow.com.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/05) */
(The consumer indicated he/she DID NOT accept the...

response from the business.)
I've called both numbers listed on their website and been on hold for more then 5-7 minutes before being disconnected I called back and left 2 messages on two occasions in January and one more this past Tuesday. I've sent two emails so no I do not wish to call again. Please send me a return authorization and a full credit. Thank you
Final Business Response /* (4000, 15, 2016/02/19) */
The customer returned the pillows on 2/18/16 and a refund for $108.97 was issued the same day.
Final Consumer Response /* (2000, 17, 2016/02/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spent $29 returning the pillows. This was not included in the refund. I never did receive the travel pillows with my original order and just want that fact to be noted because it's never been recognized in this claim. The promo code was entered on my original order. Lesson learned if it sounds too good to be true it is! $100 for two pillows I thought is insane but I also thought it was a great gift for my husband and his sleeping problems this company claims their pillows help. Did nothing for his sleep problems and he ended up with a stick neck. I doubt anything else will be done.

Initial Business Response /* (1000, 5, 2016/01/15) */
Please contact us at [redacted]. We are experiencing very high call volume and we are returning all voicemail within 24 hours. You can also reach us at orders@myillow.com.