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Business Profile

Pillows

My Pillow, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

Current Alerts For This Business

Pattern of Complaint:

BBB files indicate that this business has a pattern of complaints concerning the on-going Buy-One-Get-One (BOGO) offer for the premium pillow offered on their website.  Consumers complaints allege confusion regarding the BOGO pricing of the pillows, as different pillow styles are offered in retail stores than those offered on the website.  The premium pillows are only offered on the website and the standard pillows are only offered in retail stores.  The business has responded to all complaints and has informed BBB they will be making changes to their advertising and packaging to clarify the different types of pillows.

Additional Complaint Information

Customer Complaint:
Better Business Bureau accepts and reports customer complaints against MyPillow within the consistent manner and process it does for any business located in its services area throughout Minnesota and North Dakota. As of June 2019, MyPillow notified BBB that it will no longer attempt to resolve any customer disputes submitted through BBB’s systems, although BBB will fulfill its responsibility by forwarding your complaint to the company.
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Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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Complaint Status
Complaint Type

  • Initial Complaint

    02/14/2025

    Complaint Type:
    Order Issues
    Status:
    Answered
    **** ******* and his company are committing fraud by his speaking in obscene ads about on going sales. He had a holiday sale that continued through February. Now he is having a MEGA sale, and offering replicates of his cross, which I have criticized for years as inappropriate. I was a Senior Partner at ********, and audited **************, ************, **************************** and ran two LBOs for Kohlberg, ***********************, who said, I was the best of 16 partners before me.

    Business response

    02/18/2025

    We do not recognize the Better Business Bureau as a legitimate company. Therefore, we will not be responding to any further communications.

  • Initial Complaint

    02/14/2025

    Complaint Type:
    Sales and Advertising Issues
    Status:
    Resolved
    On 1-22-25 I ordered a mattress topper from My Pillow. Shipping stated ***** days which seems long but ok. On 2-5-25 I reached out via their chat platform since I hadnt gotten an email that product had shipped. That day I got an email that it had shipped and when I checked with the *** link a few days later it stated the shipping voucher had been prepared but the product hadnt been handed off to ***. I checked this daily with *** only to fine same status. My Pillow did provide me a 50 gift card at this time. Ive followed up two more times. Today when I reached out via the same text platform due to their phone hold time being 20 minutes with no pick up, I was refunded the shipping fee with no explanation of why product hasnt shipped or any indication as to when it will ship. It has now been 23 days since my order was placed. I would like a full refund but they avoid this topic when I bring it up. I am filing this complaint after seeing many unhappy people on Yelp or similar sites about this company that I thought had a great reputation. Very frustrated.

  • Initial Complaint

    02/11/2025

    Complaint Type:
    Product Issues
    Status:
    Answered
    Business is charging a fee of $17.04 for a reshipment even after stating numerous times I did not want the product and they shipped anyway and want me to pay it.

    Business response

    02/18/2025

    We do not recognize the Better Business Bureau as a legitimate company. Therefore, we will not be responding to any further communications.

  • Initial Complaint

    02/07/2025

    Complaint Type:
    Delivery Issues
    Status:
    Unresolved
    I placed an order to My Pillow, a king size 3 inch bed topper December 23, 2024. I have repeatedly requested a delivery date. January 22, 2025, I received an e-mail letting me know the product had been shipped. With that e-mail there was a tab to show me the tracking number. There was no tracking number with that ******* I called the company asking where the tracking number was. I was told the product had been pulled, tagged for pick-up for *** and they did not know why *** has not picked up the order from them. Several days I called asking for an up-date on where my order was. I was not not getting type of resolution with customer service, I sent an e-mail to ******************* 21, 2025, requesting an update about a delivery date, explaining when I first made the order and that I have not received any response from the company. ****** ******, Manager of ********************, has yet February 7, 2025 been able to tell me when I will have a delivery date or a tracking number.The first e-mail I sent to ******************** 21, 2025, explaining my problem, I informed him, if by February 7, 2025 I did not have a delivery date with a tracking number, I would be contacting the BBB.I have no where else to turn to get the product I paid for or have my money returned.

    Business response

    02/18/2025

    We do not recognize the Better Business Bureau as a legitimate company. Therefore, we will not be responding to any further communications.

    Customer response

    02/22/2025

     I am rejecting this response because:

    As a consumer I think it's a very sad situation that My Pillow response  to my complaint is: We do not recognize the Better Business Bureau as a legitimate company. 
    Therefore, we will not be responding to any further communications.

    Now that I received the bed topper that was ordered December 23, 2024. After contacting the BBB, the following day I received a tracking number and delivery date of February 12, 2025.

    After sleeping on the bed topper for about nine days, there's already a cupping area where I have slept.

    In order to return this mattress topper for a full refund. It must be shipped back to them rolled up in the original box or a smaller one. When you receive the mattress topper from My Pillow, it has been tightly folded and compressed into a box. Once you open the box and un-fold the mattress topper, you must wait 12 - 24 hours to sleep on it so it has time to fully decompress.

    There is no way to be able to return the mattress topper to get a refund.

    I will not recommend My Pillow to any one for any reason for any of there products.

  • Initial Complaint

    10/31/2024

    Complaint Type:
    Service or Repair Issues
    Status:
    Unresolved
    I placed a order on My pillow on 10/14/2024 and it has been well over the 10 business days, and still have not gotten the order. Plus the free gift was a download of **** ********* book in which I do not know how to do, so I am asking for a free pillow of my choice . And since they have inconvenience me and not standing up to their end and not sending me my order I am also asking for another pillow. This is not how you run a business, and say one thing and do the total oppisite. Plus they do not give any tracking number to track your order at all, not good good business smart.

    Business response

    11/01/2024


    We do not recognize the Better Business Bureau as a legitimate company. Therefore, we will not be responding to any further communications. You can contact MyPillow directly at ************.

    Customer response

    11/03/2024

     I am rejecting this response because: This is a legitimate complaint and should be valued as that, and respond to this. Not a very good business when you not accept the BBB. and therefore I am not a happy custoer at all. 


  • Initial Complaint

    08/31/2024

    Complaint Type:
    Sales and Advertising Issues
    Status:
    Answered
    I am receiving about 3 spam emails per day from this company advertising their various products. I keep clicking on unsubscribe and blocking and reporting spam and yet they just keep coming. 3 every single day. They won't stop! It is clogging up my email account and constantly sending me notifications of a new emails. I want them to stop sending me emails.

    Business response

    09/10/2024

    We do not recognize the Better Business Bureau as a legitimate company. Therefore, we will not be responding to any further communications.

  • Initial Complaint

    07/25/2024

    Complaint Type:
    Delivery Issues
    Status:
    Answered
    Ordered 2 firm, oueen size pillows on 7/17/2024.I haveNot received them.I ordered from a mailing that I received in the mail. Is there a problem?*************************

    Business response

    07/26/2024

    We do not recognize the Better Business Bureau as a legitimate company. Therefore, we will not be responding to any further communications.

  • Initial Complaint

    06/22/2024

    Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    I ordered a pillow on June 2. Today is June 22 and my pillows have yet to be shipped.

    Business response

    06/25/2024

    We do not recognize the Better Business Bureau as a legitimate company. Therefore, we will not be responding to any further communications.

  • Initial Complaint

    06/07/2024

    Complaint Type:
    Sales and Advertising Issues
    Status:
    Answered
    I purchase a mattress pad and after just a couple years it has buckled and was sagging so I contacted My Pillow with order number etc. I was told the 10 year warrant applied and Id be getting a replacement and my old one I was to donate to a charity and get a receipt and send them a copy. After several weeks I received the replacement which wasnt exactly like the one I originally ordered. It no longer had mattress straps, the foam wasnt as good and the top cover didnt fit properly. I contacted them and they said to donate the one they just sent and theyd send me another one. When I received that one had the same exact issues plus the mattress foam was torn and split apart. I contacted My Pillow once again and basically have been left out to dry. They wont get back to me. Wont do anything. I donated the one they had sent me and after several emails they claim theyre waiting to hear from the manufacturer and Ive heard nothing for several weeks. My Pillow offers great warranties however the replacements are much below their normal standards. I spent over 300 dollars for this product and now apparently they will do nothing. Ive purchased several products fell them over the years but I wont any longer. Buyers beware.

    Business response

    06/10/2024

    We do not recognize the Better Business Bureau as a legitimate company. Therefore, we will not be responding to any further communications.

  • Initial Complaint

    06/05/2024

    Complaint Type:
    Delivery Issues
    Status:
    Answered
    I placed order ******** for a premium giza my pillow. My Pillow advertises that products are made in the ***. I got my order yesterday and the pillow is made in ********. I feel deceived and would not have ordered if I knew it was made in ********. The quality is not as advertised. They should not be able to advertise proudly made in the *** if they outsource to ********.

    Business response

    06/07/2024

    We do not recognize the Better Business Bureau as a legitimate company. Therefore, we will not be responding to any further communications.

Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩

BBB Rating & Accreditation

F

This business is not BBB Accredited

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Years in Business: 20

Customer Reviews are not used in the calculation of BBB Rating

Reasons for BBB Rating

Contact Information

1550 Audubon Rd

Chaska, MN 55318-9508

Visit Website
(800) 308-1299

Customer Complaints Summary

74 total complaints in the last 3 years.

16 complaints closed in the last 12 months.

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