My Pillow, Inc.

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.

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, 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.

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.

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.

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.

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.

Tracking states delivered to the front door.

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.

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.

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, 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.

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, 2016/02/11) */
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.

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]

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

Please provide a copy of your receipt.  You...

can either email it to [email protected] attn: Sherry M. or mail it to my attention at MyPillow, [redacted] Chaska, MN 55318.  Once I see the receipt, I will set up a return authorization for you to return the pillow.  Please make sure to include your name, address, telephone number and email with the information so that I am able to get you directions on how to return the pillow.