Customer ReviewsforSutera

I ordered 1 pillow they charged me for 2.Sent multiple emails finally they said they would refund charges. Then I didn't know if I was getting the 1 that I ordered.Tried to call. Got automated system.I did get a pillow. However today I got 2 in the mail. I reached out to them asking to speak to a person. They emailed me asking why I wanted to speak to a person.I explained again that I got 2 pillows in the mail that I did not order. If my card was charged I wanted a refund asap and if they send a label I will return thev2 Pillows that I git today. There response was asking if they were used. I can't communicate with this company and this has been a horrible experience. If I could give lower than 1 star I would do so.Oh they did not even put my last name on the box that I got on the mail today...

Thank you for your review. We will have someone call you today. It appears we reshipped you the order due to a shipping delay but we did not charge you a second time.

We have sent you an email explaining the refund that was processed on 3/22/2022. Please reply to the email so that we can bring full closure to this issue. We stand ready to assist you.

Thanks to the BBB for their assistance. I have nothing good to say about this company.

Notified that my PayPal account would be dinged for a pillow that I didn't order I went in to PayPal and made a few changes. I will be keeping track of that.

Thank you for your note. Please reach out to our support team via email, chat or phone for assistance if needed. We are open 7 days a week 5AM - 6PM PT.

This company seems to be a complete fraud and scam. I placed an order for two pillows on March 11th, I received a order number along with a tracking number from some weird company that I never heard of.I have contacted sutera many times regarding where my pillows are and the only answer they can give me is that I need to be patient and to keep checking my tracking number it is now March 25th and still no pillows. I have seen many many other complaints regarding this company they take your money and then the product never shows up. I would like a full refund.

Thank you for your note. Your order is in transit. We will respond to your directly via our support email.

I purchased the pillow with great hope. I tried to use it several times within the 30 days and was unable to do so due to the odor. The odor did not go away for 60 days. I then tried to use it but it does not work for me. It is to heavy, takes quite an effort to lift or move around. I am not satisfied with the product. I called customer service and the return policy is 30 days....if not satisfied in 30 days you can get a refund. I could not bring it to my face, to determine satisfaction, due to the odor for 60 or more days. So the guarantee is no good and I am left with a lump of smelly foam as it still retains some odor going on 4 months. I will never buy Sutera products again. I had to give it 1 star to submit this rating.

Thank you for your note. We're so sorry the pillow did not meet your expectations. We will reach out to you directly via our support email.

WOW! best pillow ever!!!! I had gotten before a few years ago, one of the leading name brand pillows and was always waking up in the night having to pull it down again and again, and because this was happening, I found myself awakening most mornings with a dull headache. When I normally buy a new pillow I have to keep thee old one next to me, and go back to it sometime during the night, until I get used to the new one, Well this new Sutera pillow, I slept right through the night and was so surprised the next morning, to finding I did not wake up once--- yip! I slept right though !! WOW!!!. that was a first! I have been sleeping with it every night since, and YES! someone knew exactly what they were doing when designing this pillow... I recommend it to everyone. good night!

Thank you for the positive review. We're so happy you love your dream deep pillow!

I purchased over $145 of items from this company as a gift for my **************** When items arrived 2 weeks later I waited 2-3 days to open box to immediately be disappointed w/ what were 2 ultra thin & light rolled up pillows that couldnt possibly help do anything as theyre marketed so I waited a day & contacted the company to advise of my ************************** in returning & was told to give it a few days/ week to fluff up & provide the comfort it should. 2 weeks later I still feel the same & worse about this shopping experience! I have emailed sutera numerous times, called their hidden customer support # to be given the run around about a **************** fee & a sorry offer of $29 in 1 email, then another email offered 50% of my order & yet the phone rep offered an 85% refund!!! What kind of craziness is this!? This company does not deserve a BBB rating instead a DDD or FFF for false advertising, shady customer support & subpar products! This is unacceptable!

Thank you for your note. We will directly respond to you via our support email channel.

I ordered the wrong color bath towels and wanted tor return or exchange them for the correct color,i thought that i had clicked on the correct color. Sutera said they do not accept returns and offered me a 15% discount to order the other color towels.BE WARNED NOT TO ORDER FROM THIS COMPANY AND THEY DO NOT EXCHANGE OR ACCEPT RETURNS ON THEIR PRODUCTS.I am very disappointed I cannot exchange as i was looking forward to using their product. I will not purchase anything from them ever again.

please note that Sutera does accept returns. please see our RETURNS link on our website for all details.

I am happy to copy the email that i received stating that they do not take back merchandise and offered me a 15% credit. Would you like to send it?

Hi ***,Thank you for contacting the Sutera Team.For sanitary purposes, we currently do not accept products that are delivered/opened already.With that being said, we will process a 20% ($36.86) refund back to your account. You can keep the product and either donate or send it as a gift to someone.Please let us know if you want to accept it.

Scammers, that will give you a run a round! I purchased 2 pillows from them on February 18,2022 for a total of $ *****. I wasn't giving an update that product was shipped or a tracking number. But of course, they took the payment. I found it odd that there weren't any updates, so I decided to call and cancel order. I was told "We have received your cancellation request; however, we are unable to cancel your order since it has already been processed and is being prepared to ship from our third party warehouse." Now how would they know it was about to be shipped, but can't tell when or give a tracking number? Then offering 50% refund. Ummm... No!

Thank you for your note. Your order is in process and we too are waiting for the tracking number. We have put your order in for investigation. We apologize for the delay and will respond via an email from our support team.

I would like to file a complaint against Sutera for unethical business practices. Their website falsely advertises, inter ***** that if a person is not satisfied with their pillow he/she can return it for a full refund. I purchased a pillow and it did not do what it was advertised to do. When I attempted to return the product, I was told that they would charge me a restocking fee of $9.67. This was not disclosed on their website. Then, the company offered me 50% of my purchase fee in order for me to avoid the "Hassle" of returning the product. This led me to believe that they have made their return procedure unnecessarily complicated. I just lost $32.23 on a worthless product that I threw away. I feel that failure to disclose a restocking fee and setting up a cumbersome return procedure is unethical and deceptive. I feel that I have been swindled by an unscrupulous enterprise. I am 71 years old and this is the worst online company that I have ever dealt with. ***********************

thank you for your review. please note on our website we offer a ************************************************************ refund if you are not happy within the first 30 days of receipt of order. all return information is also located under the RETURNS link on our website. we're sorry that we did not meet your expectations.

This is deceptive advertising. I was not happy with the product and attempted to return it. I was discouraged to do so with threats of financial penalties and elaborate procedures. I wish my comments to remain on file as alerts to other potential buyers - especially senior citizens.

This is absolutely the very worst company for customer service that I have ever experienced. One of their advertisements for a pillow popped up when I was using ******** I thought the pillow sounded good, so I put in an order for, I thought, one pillow. After submitting the order, they sent a copy of my order showing I had accidentally ordered THREE pillows. I immediately called customer service to change my order to ONE pillow. They said that although the order had not yet shipped there is no way for either them or me to contact the third party and get the order changed. I decided to just refuse the order when it comes.The tracking number indicates the order will be delivered today. (Yesterday it said it was out for delivery yesterday). I called customer service to see how to refuse the order. They told me that when the order arrives to call them again to get instructions. Also, they charge a restocking fee of $15%. This seems unfair, since I did try to change the order immediately. My advice is do not deal with this company. I see you can order the same pillow on Amazon at about the same price, but due to my terrible experience with this company I will look for a different pillow.

Thank you for your note. Once an order is placed, it is immediately sent to our fulfillment warehouse, which is why we can't stop the order. Our return policy is found on our website. We're sorry that we didn't meet your expectations.