ComplaintsforFlawless Face Pillow
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Complaint Details
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Initial Complaint
01/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought a product from Flawless Face Pillow for $189 and up refund, was only returned $142. They said this was for a "restocking fee and shipping cost" but I wasn't told about this. This seems like an unethical way to run a business.Business response
01/06/2023
Hello,
Our company return policy clearly states on our website that we charge a 20% restocking fee and the customer is responsible for return shipping.
*************************************************************** emailed us inquiring about a return, and we also told her about this policy via email, which we will attach screenshots. We refunded ****** her money as stated minus the 20% restocking fee and return label.
As you are aware, every company can make their own return policies and it is the customers responsibility to make sure they understand before purchasing. We are an ethical company with thousands of loyal customers who love our pillows. We have abided by our policy and have refunded ****** what is due back to her.
Please let us know if we can be of any more help in this matter.
Flawless Face Pillow
Customer response
01/06/2023
I do not accept this response, I want my full refund returned. I had no idea about any 20% restocking fee.Initial Complaint
04/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a $189 pillow advertised to be strapped to your face. When I received the item it was noticed that the velcro was defectively sewn to the pillow to that the rough portion of the velcro scratches your face. It was painful, unacceptable and essentially defective. When I contacted the company they basically told me 'too bad' and that I could try and sell it online to someone else, as they don't accept any returns and don't issue any refunds. I want the message out there about this scam of a company. The woman running this sells a terrible product, falsely advertises it and does not back it up.Business response
05/04/2022
Thank you.This is completely false. We already responded to the customers PayPal refund request and actually won the case in our favor.This customer was not given a falsely advertised product and we proved that in our PayPal claim.Should we forward all the information to you?Customer ServiceFlawless Face PillowFlawlessfacepillow.comCustomer response
05/04/2022
The company is a sham, sells defective and unacceptable products and does not stand behind their merchandise - which is why they do not allow any returns.Business response
05/04/2022
The customers statement is false. We advertise the pillow primary without the strap and also show pictures with the strap in use. Is is a customer preference. The fact that the customer is so hung up on the strap portion is ridiculous. As shown on our website pictures and videos, the pillow can be used either way. The customer should have read the refund policy prior to purchasing. She agreed that by purchasing the pillow, she agrees to the terms which are clearly outlined. And no, we do not scam our customers. We have thousands of loyal customers who love our pillow. Www.Flawlessfacepillow.com to see photos of the pillow.
Showing the picture on our website of the pillow WITHOUT the strap as well as the return policy the customer agreed to: SHIPPING & RETURNS By purchasing a pillow, you agree to our shipping / return policy. We ship out orders within 1-3 business days from date of purchase. In you have an international order, please allow slightly longer shipping times due to customs. Due to the personal nature of this item, all purchases are final sale and non refundable. You can rest assured the pillow you are receiving is brand new, and has never been used. Please make sure you test sleeping with and without the strap. The majority of our users sleep with the strap off, and them either on their back or sides. If for some reason the Flawless Face Pillow does not work for you, you can resell it on third party sites. In addition you can also donate your pillow and receive a tax deductible receipt. (Please consult with your tax accountant)
We have submitted this information for our Paypal claim, and they agreed in our favor and closed this case.
We have been nothing but nice and polite to this customer explaining that her main issue (The strap) can be removed.
Below is a link to our return policy
https://flawlessfacepillow.com/pages/shipping-returns
Please let us know if you need any more information from us.
Thank you!
Flawless Face Pillow
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Customer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.