ComplaintsforParachute Home

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a mattress and bed through Parachute, and have been having a horrible experience. We paid for a ************* ******* which was represented to us as Parachute removing the existing mattress, box set and frame, and installing the new mattress and bed. Parachute failed to disclose to us that it hires third party vendors to handle all of this, and failed to disclose that we are required to coordinate all of this with separate vendors for the removal of the existing mattress, etc., and delivery of the new mattress and bed.Parachute misrepresented that the ************* ******* would cover removal of the current mattress, box spring and frame. In actuality, they only paid for the removal of the mattress. We now have to separately schedule and pay for the removal of the box set and frame.Parachute misrepresented that the new mattress and bed would be delivered in one delivery. Instead, the mattress was delivered weeks before the bed. Further, upon the first attempt to deliver the bed, the delivery company refused to deliver it since the current bed was still there. Since we relied on Parachute's representation that the removal would be handled by the delivery company, we did not know that we first had to coordinate the removal with another third party vendor. Parachute has refused to pay for the removal of the box spring and mattress. Their ******* has been absolutely horrible.

  Business response

  07/18/2024

  Our White ***** delivery was completed as stated on our site at the time of purchase. White ***** delivery for a Mattress and Bed Frame were completed separately as the items were fulfilled by different vendors. Removal of a Box Spring or Bed Frame was not included with White ***** delivery. Although delivery was completed as stated on our site, we have issued the customer a refund of $199 for their White ***** delivery cost, plus an additional 10% refund of $452.08. These refunds have been communicated to the customer. 

• Initial Complaint

  07/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a duvet cover for the duvet insert I had bought recently. It took several days for the order to go from pending to shipped. And when the order was shipped, first, the date changed at least once with no alert received. I received an email when the order was delivered, but when I clicked on the email details, it says in transit. So I received incorrect messaging. It was handed off from one carrier to another. Never received any text message to say expect your order later today like most all other companies do. I got home soon to get the package and nothing was at my door. I messaged Parachute and they responded once saying it was already there. I immediately responded back. I have followed up twice with no response yet from Parachute. From a premium brand, I would expect a premium delivery service where there is visual proof of delivery and it is not getting handed off to multiple carriers and alerts about my order. I just started buying from Parachute, but with the service I am receiving, it makes me want to return my duvet cover I bought as well and find somewhere else to take my business. I just want to receive the product that I paid for & enjoy the product. This is very disappointing.

  Business response

  07/15/2024

  Hi *******,

  Since a dispute was submitted to your bank on this purchase, your bank will have to be the one to help issue your refund. There is a 60-day estimate from the bank's end for resolutions, and we unfortunately don't have any control over that. We are not able to reship or refund any orders that have disputes opened. 

   

  Customer response

  07/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased a down comforter from company online in 2020 for $300 and have only had it cleaned a handful of times. Upon the last cleaning and at pickup the comforter was shredded. When I presented it to the owner he stated, " We can only pay 60% if it is older than 3 years. We need you to bring the comforter to us and a receipt" Brought the comforter to the business the next business day and a copy of the affirm payments made to the company purchased from. Received a call a week later from the business owner stating that they needed the original receipt from the company and not Affirm who the payments were through. It took me a week through email to get an original receipt. Once I received the original receipt, I then printed to take to the business. I took it 2 weeks ago and I have been trying to reach the owner and yet to receive contact from him. I searched through phone log to find where he had contacted me about needing original receipt and called this morning. He said that he was out of town but to call back Friday and his other manager would be at the business. I stated, " I should not have to continue contacting you as the business owner if your business destroyed property of a customer. You should be the one to be reaching back out to me, as the customer as well as sending me a refund check for the cleaning and reimbursement for the comforter you ruined and that I cannot afford to replace".

• Initial Complaint

  02/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed order *********** in the amount of $1,273.65. This was supposed to be sent to me in a 4 piece shipment, however only 2 packages arrived. I was refunded for the missing packages and was told I could receive replacement pillows and covers to make it up to me. I never received them. I just opened the 2 packages I did receive and the duvet cover had a large tear in it. I was sent a replacement. I asked ******* if I could be given any sort of coupon code to replace my order as I was no longer receiving the pillows (without any explanation) and ******* talked to their supervisor and came back saying no, as they already helped me with a refund. A refund for missing packages and a damaged item? You aren't doing me any favors by that and your company already went back on your word about the pillows. I was simply asking to make things right so I could replace my order and was firmly told NO. This unfair and bad business.

  Business response

  03/01/2024

  Thank you so much for sharing your thoughts and feedback with us. We are very sorry to hear about your disappointment with your purchase but appreciate your thoughtful comments. While we refunded you for the missing items per your request, we are not able to offer free product when a refund was given and did not offer to send free product. As a courtesy, we provided a $50 gift card that can be used toward a future purchase. 

  Customer response

  03/05/2024

   
  Complaint: 21355932
  
  I am rejecting this response because:

  A simple 50 dollar credit on such a mess of an order isn't acceptable.  I've waited weeks now for a resolution and the company doesn't seem to care.

  Sincerely,
  
  *********************

  Business response

  03/05/2024

  We have refunded all items not received by the customer, and replace the items they requested to be replaced. We have also provided a $50 gift card in addition to the replacement and refund provided. 

  Customer response

  03/05/2024

   
  Complaint: 21355932
  
  I am rejecting this response because: the business just keeps providing the same generic response.  If this is the best they will do, I will just have to file a complaint with the ********** Secretary of State.
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a mattress topper (paid over $300) ***************** room mattress. Within two months of using the topper, it is as flat as a pancake and provides zero cushion. I mistakenly thought that by spending more money on a mattress topper that it would provide more cushion than what I could find at local retail store. When I made a complaint to the company I was told to have the topper dry cleaned. This was not satisfactory due to the chemicals used during dry cleaning. I also would have to spend additional money for the dry cleaning after only two months of light use.

  Business response

  12/13/2022

  Business Response /* (1000, 5, 2022/12/01) */ Hello*******, We are happy to help you with this. We are refunding you $306.64 for Topper and providing you a $300 GC. Please feel free to keep or donate the Topper and reach out to us if you have any other questions.

• Initial Complaint

  10/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Re order ***********, it was returned and shipped back on 10/5/22. Thereafter, the order was lost in transit according to the ***** tracking system (************). On 10/26/22, **** from customer service advised me that he rec'd an empty box and could not issue a refund. I asked him to inquire re the weight of the package as scanned by ***** and file a claim with ***** which he deflected. **** advised that the package should weight over 25 lbs. A lightweight duvet insert does not weigh 25 lbs. On 10/28/22, I spoke with ***** customer service and was advised that they have a picture of the package in tact condition as of 10/7/22 and the package was weighed on that day for 8.5 lbs and they also have dimensions of the box. As an accountholder with *****, they should be able to verify that information since it was their account used to generate the label sent to me. Parachute hired ***** to return their package and would have declared the appropriate package value in the case of a lost package in order to recoup any loss. That considered, the lost package is an issue between the vendor they used (*****) and them. As of 10/28/22, Parachute Home has not filed a claim with *****. I would like to request my refund in light of the circumstances.

  Business response

  11/04/2022

  Business Response /* (1000, 5, 2022/11/02) */ Thank you for reaching out. Parachute has approved the chargeback made by the customer for a refund in full for all returned product. We apologize for any delay and confusion. Consumer Response /* (2000, 7, 2022/11/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  03/30/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have been trying to get a resolution for months!!! now more issues. You can't get in touch with anyone from this store. I fill out something to schedule a call - no one calls. The product is completely defective and there are holes after only a few months of use. It is such poor quality all I want is a refund. No one answers at my local store. Strings on all their products, holes, not uniform sizes for pillowcases. What a joke!!! give me my money back!!!!!!!!!!!!

• Initial Complaint

  12/10/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Parachute Order Number XXXXXXXXXXX Date of Order 11/28/2021 Amount of Order $305.60, after tax $336.93 I placed this order with Parachute online on 11/28/2021, and received it on 12/09/2021. Once I opened it, I found the color is not right. The color I ordered is Blush, and the pictures on their website shows Blush. But the items I received are either Beige or Sand, you will not be able to see any Blush or Light Pink from the items. Photos are attached. I contacted their customer services for a refund or exchange and was told since this is Final Sale, this order can not be returned or changed. Then I opened the Duvet Cover, I found what's worse, the inside is full of scraps and unrecognized hairs/yarn, I tried to take them off but it is just full of them. I understand the Final Sale policy and do appreciate it, but final sale is not to sell something low-quality or defective and make customers who were misled by heavily filtered advertisement pictures have no right to return.

• Initial Complaint

  11/02/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Orders #XXXXXXXXXXX and #XXXXXXXXXXX were refused upon delivery and returned at the same day and time on 10/27/21. They were returned as part of a 2 piece shipment as noted on UPS's website (*************************?loc=null&tracknum=1Z012EWXXXXXXXXXXX&requester=WT/trackdetails) Order #XXXXXXXXXXX was delivered on 11/2/21 (*************************?loc=null&tracknum=1Z012EWXXXXXXXXXXX&requester=WT/trackdetails). Order #XXXXXXXXXX - For some reason, UPS has not updated the tracking to reflect that order #XXXXXXXXXXX was delivered (*************************?loc=null&tracknum=1Z012EWXXXXXXXXXXX&requester=WT/trackdetails) However, since both orders were returned as part of a 2 piece shipment as reflected on UPS's website, the Parachute warehouse needs to check if they received the other order also. I corresponded with **** (manager) on 11/2/21 and asked him to check with the warehouse if the other package was received. He did not look into it and gave me a generic 'we need to wait to receive the package response' without acknowledging if the warehouse has received or not. Either way, this package was refused by me and therefore remains the possession of ParachuteHome. If it is lost, Parachute is responsible for locating it. Please issue my refund promptly.

• Initial Complaint

  09/18/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a mattress topper May 29 2021, order ***********. Used the topper for 2 months before reaching out to customer service with an explanation and photos of the to poor quality item. Reached out to parachute for support with the item and received confusing messages from various agents. In fact the company suggested I spend more money on their product as a solution. After an unfruitful back and forth I am seeking a full refund, $230.05, for the item as it does not meet quality standards and there is no same priced alternative. I am happy to return the item provided a return label is provided.

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