ComplaintsforUnited Pillow Manufacturing, Inc.
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Complaint Details
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Initial Complaint
04/16/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I placed an order March 29th and was immediately charged to my debit account and have never received anything. I get a full voicemail message on their phone line and see no other way to contact them. I accidentally ordered from them thinking they were the Royal Pillow Company, also in *****, whom I have had very good business experience from in the past. Small claim but needs to be known.All I would like is a refund.Initial Complaint
04/03/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Date of transaction: 3/10/2024 On line transaction at United Pillow web site.Merchandise: two firm European downy pillows.I have not received any email confirming the transaction.I have not received the merchandise as of 4/3/2024.I tried several times to call the phone number listed at United Pillow web site, the they do not respond and the mailbox is full.I emaild to them but no response.I'm asking them to refund the money.I'm reporting this to my credit card company as a scam.Alexander Flower **************Business response
04/29/2024
********* from United Pillow Manufacturing, Inc. stated the pillows were shipped 4/9/24 and delivered on 4/12/24 at 12:36pm.Customer response
04/29/2024
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
03/28/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I purchased a pillow on March 15th on the pillow express website. . Order number *****. I got an email saying the order had been placed as open on March 18th. I am shipping it to *****. My cc war charged $19.92. However, I have no tracking information and the pillow has not been delivered. I still want the pillowInitial Complaint
02/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have been purchasing pillow inserts form United Pillow for 3+ years without a problem. Oct 27, 2023 we purchased pillow inserts and after one month customers returned the pillow inserts because the feathers were coming out of the fabric cover. I emailed the pictures to United and sent them the customer feedback and got no response. I phoned them twice and their mailbox was full both times and they were not answering the phone.We had to purchase pillow inserts from another company to replace the one that we purchased from United. I will gladly have them shipped back to United at their expense.Business response
03/12/2024
United Pillow Manufacturing, Inc. stated the last order received from the consumer was back in 2018.Customer response
03/12/2024
Complaint: 21265433
I have 3 paid United Pillow invoices totaling $2,731 in 2023, latest was October showing they were paid and I have my **************** receipts....how can thy say I've placed no orders since 2018...
Sincerely,
*******************************Business response
03/12/2024
********* from United Pillow was pleased to have an order # to reference as they were able to confirm that this order was placed by Mackimmie Company and not under the consumer's name. She explains their return/ refund policy states that the consumer must request return within 30 days to be eligible.
********* stated that the consumer could provide supporting documents showing that they did in fact reach out to them within that 30 day time frame to request a return to be assisted with this further. (Please attach documents)
If not, ********* stated that the consumer could purchase their pillow protector that keeps the feathers from coming out.
Customer response
03/12/2024
Complaint: 21265433
I am rejecting this response because United Pillow does not accept emails and they don't pick up the phone when you phone their web listed phone number and their voicemail box is full so I can't leave a message. How do I get a claim in for warranty.When was the first email they received from me for the complaint as I did email and respond last year and they never responded...
Sincerely,
*******************************Customer response
03/12/2024
It is clear that United Pillow knows how to handle BBB complaints as they stall and delay the communication process so long that BBB closes the exchange.
(1) I don't know how a company can state that they need to be informed about a complaint and then not confirm email receipt and don't answer a phone; how does one file a complaint? Convenient way to have a policy; phone me anytime but I don't have a phone that works..
(2) this issue is not a return but a warranty issue; the product is defective: we have purchased this product for 4 years and this never happened so it is not a return for an item that will go back into stock; it is a defective product lot.
(3) I did send an email within warranty period and they conveniently never replied: I have my email dated.
This is all predictable game they are playing: they will next say that the email was not sent to the correct address; then they will say that when I phoned I did not call the correct number (even though it is answered as United Pillow and then states mail box if full) and now they state I have to buy a protector so their product does not shed when that is not what we bought; we have a 4 year purchase history.
Thanks for your help but clearly they know how to play the game with the customer and how to stall it with ********************.
Initial Complaint
11/09/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Purchased a cushion from the vendor. They sent the wrong size. I requested a refund and sent the product back. The vendor sent a replacement smaller than the previous one. Multiple attempts to return the item and get a refund. Promised a refund in September 2023. Still have not received the refund in spite of multiple attempts.Initial Complaint
10/04/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Similar complain as ALL the others. Ordered cushion on 9/5/23 and got a confirmation email and order #****. Have heard nothing. No answer to any calls, mailbox full message . No email response. Credit card charged. I fear this company is a total scamInitial Complaint
10/03/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
We ordered Cushions from United Pillow Manufacturing, Inc. via Cushionsxpress.com in April 2023. They are Sunbrella fabric and guaranteed to not fade or stain within the manufacturing warranty period. They are barely 6 months old and already they have yellowed so poorly and the staining cannot be removed with washing. I contacted the company 2 weeks ago for replacements under the warranty and no one had responded to my attempts to contact. If you try to call the number on the website, no one answers and the mailbox is full.Initial Complaint
06/14/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On 05/22/2023 I purchased two cushions from CushionXpress via their online ordering system. ***** items were CUSTOM RECTANGULAR ENVELOPE BACK BOX CUSHION FILLED WITH DOWN/FEATHER WITH A FOAM CORE IN THE MIDDLE. The first item cost $213.53 the second was $165.37 for a subtotal of $378.90. Shipping was charged $34.05 and a discount of $37.89 was applied for a total invoice of $375.06. Total amount was paid online via their website by personal credit card. Items were to be shipped via ****** On 5/22/2023 I received an email stating the order was received and in process. Received an order number of **** with copy of receipt. On 5/23/2023 I received an email stating order number **** was changed to open and my credit card was charged for the purchase. On 06/10/2023 I had not received any communication from the company regarding my order. When I logged onto their website and entered my order number the system stated there was no order with that number. I emailed the company to request an update and notify them that my order status could not be seen via their system. I did not receive a response. Have been calling the phone number listed. There is no and during business hours and there is a message stating the mailbox is full. I would like the items delivered or the money paid refunded from the company. Received anBusiness response
07/11/2023
Order was shipped on 6/15/2023
FedEx tracking # ************
Initial Complaint
02/21/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Had ordered fabric covered pillows last year. I was told by United Pillow that they had the same warranty as Sunbrella which meant that they were guaranteed against fading. The fabric faded . United Pillow told method would replace the fabric with real Sunbtella fabric. Fast forward 9 mmoths later they do not respond to my emails regarding the availability of the sunbrella fabrics which they represent on their website. We paid over $1000.00 to replace our cushions and I get no response from United Pillow. They don't answer their phone numbers and fax number. This company is a hoax and should not be in business.Initial Complaint
12/27/2022
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I purchased one initial set of cushions with the understanding that after I received and see how they looked, then I would purchase five additional sets to complete covering the remainders two pieces of furniture. The order #*** was delivered Dec. 18 and I was pleased with the fabric M10138 Teak. When I opened the website to make the additional purchase, I couldn't find M10138 Teak, so I phone CushionsXpress and inquire from the lady that answered as to why is not listed. She said she didn't know but she would inquire and get back to me, she never did. I called and the voice mail was full. Then I emailed and got a response from *************************** stating that the fabric was discontinued. Ever since, they're voice mail is full and my emails don't go through even though I have called and emailed multiple times. I haven't been able to resolve this problem because of it and I'm out of $268 because I can't purchase the remainder pieces and I been forced to throw the ones I got in the garbage if I can't match them with a different fabric. Please help,
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Customer Complaints Summary
12 total complaints in the last 3 years.
7 complaints closed in the last 12 months.