My Pillow, Inc.

We do offer a 60-day money back guarantee.  The customer is responsible for return shipping on returns.  We do offer free exchanges for different loft levels.

I am rejecting this response because: AGAIN AND AGAIN YOUR TV ADD SAYS BUY ONE GET ONE ABSOLUTELY FREE, WERE IS MY ABSOLUTELY FREE PILLOW!! YOU LIED ON YOUR PROMISE! YOU ARE DECEIVING CONSUMERS WITH YOUR TV ADD! AND IT NEEDS TO STOP, MAYBE MY PILLOW NEEDS TO BE SUE IN THE COURT OF LAW. ALL I'M ASKING IS FOR MY ABSOLUTELY FREE PILLOW AND I'M NOT STOPPING IN TILL I GET MY MY FREE PILLOW!! PERIOD.

Again, you needed to add your promo code into the promo code box for the discount to apply. By your screen shot, you did not enter a promo code.

A refund of $85.60 was issued today.

Initial Business Response /* (1000, 5, 2016/01/14) */
We are experiencing very high call volume and contact everyone back within 24 hours. Please give us your telephone number so that we can contact you to get you a replacement pillow sent to you.

The customer is more than welcome to return the pillow for his money back, however he needs to pay for return shipping.  The return shipping on a return is the responsibility of the customer. We offered him an exchange for a pillow with less fill and he did not want to do an exchange.  Again, if he would like to exchange for a pillow with less fill, we do cover the shipping to ship the pillow back and to ship the new pillow to him.

I am rejecting this response because:
This company is not acknowledging what I paid in the amount of 118.76. This is not right or fair to consumers. This is the worst company ever getting over on consumers. There policy that they sent says 9.98 not 25 or 29 I don’t live in Canada technically the have me paying 30 9.98 original shipping an another 20+ for return.

We do offer a 60 day money back guarantee, however the consumer is responsible for return shipping.  If you live in the 48 contingent states, we do offer a prepaid return label for $9.98 to be deducted from your refund.

I am rejecting this response because:
On January 4, 2017, at 4:47 pm, CST, I received a phone call from the customer service department at MyPillow, number ###-###-####. I was told I could buy one pillow for $69.95, including shipping.  I have also been told exactly the same thing when calling the various 800 numbers on all their ads.  Just one pillow is $59.95 plus shipping and local sales tax.  Either their right hand does not know what the left hand is doing, or they are not being truthful.

Tracking states delivered to the front door.

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. Thank You So  Much, [redacted]

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 not advertise any pricing on our infomercials.

I am rejecting this response because:
Nowhere in your advertising does it say that you can get a 50% discount.  It says that for $99.00 you can get another pillow "absolutely free" --it is not free since you are paying $99.00 ---which is 2 x $49.99.  I am contending that this is false advertising and requesting a Revdex.com representative to watch the ad then go to the website and see that the pillows are $49.99 at checkout for one pillow.  How many have you sold for $99.00 to some people that was unaware of the promo code--if so then that is double charging....

Initial Business Response /* (1000, 5, 2016/01/06) */
Please contact us at [redacted] to assist you with returning your product. the return shipping is the responsibility of the customer.

Initial Business Response /* (1000, 5, 2016/02/11) */
The customer purchased his order online and ordered our Roll&go pillows. The Roll&Go pillows measure 12"X18". MyPillow has offered to provide prepaid return label if he would like to exchange for the standard/queen or king pillows, however...

there will be an upcharge in price. If the customer does not want to exchange, he is responsible for return shipping.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not order the pillows I received as stated in the MYPILLOW response. This is a clear case of "bait and switch" I ordered what I saw in the TV infomercial. The founder of MYPILLOW was holding a normal size pillow and offered "buy one and get one free for $50". I called and placed the order- no mention of size of the pillows was in the infomercial or when I placed the order. The customer service person gave me several options to upgrade for much more money. She also said that if I upgraded she would provide a shipping label. I refused and told her I wanted my money back and I would return the pillows when she provided a shipping label. She kept telling me that I would have to pay for the return. I have emailed MYPILLOw several times and keep getting the same response. As an aside, the website shows no mention of pillow size on its home page. It shows a 2 for 1 pillow special you see the founder holding a regular size pillow(same as the infomercial) When you go to the special you see it says normal/queen size. The only difference is the price of $99. This was the same ad for $50 I saw on Jan.5.
Final Consumer Response /* (3000, 12, 2016/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I know what I saw in the TV ad. The buy one get one free made no mention of the size of the pillows. The founder of MY PILLOWS was holding a regular size pillow and anyone watching this commercial was led to believe that the ad was for the regular size pillows he was holding.
I have settled with the company for the return of these small "traveling pillows" but at the expense of the shipping costs which amounted to $22.
I maintain that this company is cheating the public with their bait and switch advertising.
Final Business Response /* (4000, 10, 2016/02/19) */
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 would be happy to offer an exchange to the customer. We will provide a prepaid return label for the exchange. There will be an up-charge to switch to the Standard/Queen pillows.

I am rejecting this response because:
Same pillow I saw at another store for 49.00. To me this seems devious and poor sales tactics against consumers, if you are bogo truly then why jack price up to $89? Unless, that is what you intended.

The package is still in transit to the customer.  Tracking on fedex.com states fedex is awaiting for the customer to contact fedex.

Initial Business Response /* (1000, 6, 2015/12/01) */
We are experiencing very high call volume right now. We do call everyone back in a timely manner. Can the customer please provide additional information as to what her complaint is, an order number, telephone number, etc.
Initial Consumer...

Rebuttal /* (3000, 8, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did add to my complaint, and I see no response to this issue, plus to say they are to busy to answer calls that does not not answer the fist complaint at all please see the additional info added I think it was the 24th of Nov.
Final Consumer Response /* (3000, 15, 2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't understand they are mypillow they say on the box nothing diff. than there web page and as I explained I bought 2 one from bed both & beyoud and one from Walmart one was not put in the dryer & it is good and one was put in the dryer before used it is the one that got to puffy and hurts my neck &
Final Business Response /* (4000, 17, 2015/12/04) */
The pillows were purchased from a 3rd party retailer. MyPillow offers warranty exchanges for manufacturer defects or laundering issues for the same support level. The customer will need to abide by the return policy of the retailer she purchased the pillows from.
The customer purchased our retail pillow, which comes in 2 levels of support a medium and firm. We sell our Premium pillows which come in 5 levels of support.

I will have someone contact you today at the number you provided.

Initial Business Response /* (1000, 5, 2015/04/08) */
The customer purchased his pillows online and had to click the terms and conditions in order to purchase his pillows. In the terms and conditions it states, that if you are not completely satisfied with your order, return your item(s) back to...

MyPillow, Inc. within the first 60 days from the date you receive your order, and we will refund 100% of your purchase price (less shipping costs).
Initial Consumer Rebuttal /* (3000, 7, 2015/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company's quote of their terms and conditions is not in dispute.
What is deceiving is that they change their product through an exchange but the customer could be theoretically left with no time to evaluate the newly exchanged product.
Their response also did not address this problem of no mention or reminder of a (very) limited number of days, something less than 60, in their phone substitution of products to complete an evaluation.
It is typical of lawyer talk quoting the letter of an agreement that they have written to be a non-event...until it becomes the major issue.
I have to wonder if this is the typical way they handle their business. That is, to hook the customer on one product and then give them less or no evaluation time on any substitution.
I will not further deal with, or recommend to anyone to do business with any company that practices sales tactics such as these.
Final Business Response /* (4000, 9, 2015/04/09) */
The customer received his pillows on January 9, 2015. The customer contacted MyPillow on February 19, 2015, to set up his exchange. MyPillow received the customer's pillows on March 2, 2015, and his exchange pillows were sent from MyPillow on March 2, 2015. The customer's pillows were delivered on March 5, 2015. The customer's 60 days was up on March 10, 2015. The customer contacted MyPillow on April 3, 2014 to return the product, unfortunately out of his 60 days.