ComplaintsforCoop Home Goods
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Complaint Details
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Initial Complaint
10/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Date of original transaction Jan 23rd 2019. Product comes with a 5 year warranty.Product is Eden **** pillow I was sent out a replacement a few weeks back and I'm just disappointed the pillow is nothing like the original one. Even after adding the extra fill they provided three 1/2lb bags it doesn't support your neck like the original one. Your neck just kinda just sinks into the pillow all the way to the mattress (wish I was joking)The inner core where the memory foam at has very little memory foam it mainly consist of what just looks like shredded stringy fiber sort of like a cotton ball pulled apart. Even the memory foam itself is doesn't look as described in pictures or what my original memory foam looked like. When I finally seen the box I knew why they quietly switched manufacturing to made in *****. When the original was proudly made in *******.Very disappointed in quality control if that's what it is. If I had a vacuum sealer I'd ship it back.Business response
10/30/2023
Over the past few years, we've undergone changes and enhancements in our manufacturing processes as our company has expanded. Recently, ************** contacted us regarding a warranty claim due to a torn pillowcase.
****************** initial purchase was for a standard-sized pillow, but we discontinued that size in late 2021. Consequently, **** made the decision to provide a queen-sized pillow as a suitable replacement. However, despite our efforts, ************** expressed dissatisfaction with the replacement pillow. We attempted to address this by sending additional fill to make it firmer, but this did not meet his satisfaction. As a result, we proceeded to replace the pillow a second time. At this time, we have not received any further communication from ************** in regards to the replacement pillow.
We value our customers' experiences and aim to ensure their complete satisfaction with our products and services. If you have any questions or require further information, please don't hesitate to reach out. We're here to address any additional concerns you may have.Customer response
10/30/2023
Second replacement pillow worked just fine. Over reaction on my part. Thanks again for standing by your product. I take back anything negative I've said. Have a great week.
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
06/29/2022
- Complaint Type:
- Product Issues
- Status:
- Unresolved
Ordered 2 king size ******** When I opened the package they only came with the cases no filling and they came stained. Contacted business they said to send picture of damage so they could send replacement. I did so then ****** responded later saying they needed picture of box in order to do after it was already thrown out. I told her in previous email she didn't say that. Thank his company is very *************** Now stuck with 2 empty ************ I want the replacement she promised attached is email showing what she wanted which I complied with. Definitely won't be buying any other ******** from now due to ******.Business response
08/09/2022
Business Response /* (1000, 14, 2022/07/25) */ ***Document Attached*** ************ contacted us on June 28th about an order purchased on ****** in February of 2022. We requested photos of the shipped box and the pillows. They weren't able to send photos of the packaging mentioning that they didn't notice that we asked for pictures of the box and threw it away. At this time, we recommend reaching out to ****** as ****** shipped the package to them in February Consumer Response /* (3000, 16, 2022/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I went by email that was last sent to me which they did not request pictures of the box and I sent everything they asked for in last email requesting picture of pillows which I did everything asked in last correspondence just requesting picture of pillows in order for them to process a warranty
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.