My Pillow, Inc.

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.

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.

When a customer purchases a bundle offer, they cannot return just one pillow from the bundle offer. This is on our terms and conditions on our website as well as our packing slips that are received with the packages. However, we did make an exception for this customer and she has been taken care of.

Initial Business Response /* (1000, 5, 2016/02/09) */
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 is not fully satisfied, you can...

return the product. The customer is responsible for 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.

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 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.

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.

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.

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, 2015/05/14) */
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 [email protected].

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 [email protected] 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.)

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].

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.

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.

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.

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

Initial Business Response /* (1000, 5, 2016/01/15) */
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 [email protected].

A refund of $85.60 was issued today.