ComplaintsforMy Pillow, Inc.
Current Alerts For This Business
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
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
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.Initial Complaint
05/07/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
We purchased 4 dog bed from My Pillow, order number: **********. What we received was lumpy defective dog beds, and we were also sent the incorrect size. We ordered size Large, but were sent Mediums. **************** was difficult and would stop replying to my emails, I had to constantly reach out to them as they were not resolving the issue even after sending in photos. I never received a resolution and am reaching out to the BBB in hopes this matter can be taken care of in a timely manner.Business response
05/08/2024
We do not recognize the Better Business Bureau as a legitimate company. Therefore, we will not be responding to any further communications.Initial Complaint
03/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I bought these pillows with the guarantee that if something fails or they are trash I would get a replacement or refund. The pillows opened up in my washer and the stuffing is everywhere. I sent pics they said we'll send out replacements but you have to send back the rotten pillows, why???? They have proof as I sent pics of the torn up pillow from poor material. So now because I won't send them back they won't send replacements as promised. Poor customer service idioticInitial Complaint
02/03/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I want to stop notifications from. My Pillow and I attempted to do so and the program will not let you do it. They just keep asking you questions unendingly.Initial Complaint
02/01/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
1/24, I mail ordered two sets of towels that appeared to be of good quality. They were $49.They are not the quality described. After opening them, I immediately went on line to return them for my purchase price of $49, what a joke. The refund price had dropped to $21. I called the customer service and was told that because of tax, shipping cost, etc. my refund would have to be the $21.Bad bussinessInitial Complaint
01/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Bought 1 standard pillow for each one of my family members for main Christmas gifts. 7 pillows were delivered on time but because of my illness had to keep all pillows in the 1 box all delivered in & wrote on card one for my mom, 1 for dad, 1 for brother, 2 sons, 1 for me & 1 for our family's freind. I was so devastated, embarrassed & sick when box was opened by all of my family Christmas day. Because it was then that the reality of the actual quality was so very bad. And realized my proud gift to all was a joke. And saved a long time to save enough money for the purchase. That was the sick part. All my family around the Christmas ********** this maybe my last Christmas because of CLL.(cancer). Yes it was that bad. Instructions did say to put in dryer for 15 min. And did come out so fluffy, but quickly mashed back to a very LUMPY FLAT PILLOW. Really hate to complain but the disappointment was overwhelming & embarrassingBusiness response
01/22/2024
Customer has never contacted us since ordering these 8/6/23. She may call our **************** line at ************ to see what options are available.Initial Complaint
12/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
$140.20 for 2 pillows and set of 6 towels October 6 2023 October 16 2023 $151.13 for sheets In the beginning of October I ordered pillows and towels to my new address and mistakenly forgot to put the apartment number **** on the address so I never received the package. I called customer service they said it was on the way and I mentioned to add the apartment number and they said they couldn't I call the post office to try *** fed ex to find the package so that they could address correct the package and I could received the 140 dollars of pillows and towels I ordered .... they never showed up I called customer service again and got the runaround of we can't help you ....so I then order more ( like and idiot) with the correct address and apartment number ****. I also never received that package either I continued to check online where it was and tracking # etc. I then call customer service again and needless to say the company customer service is HORRIBLE. I explained to them the situation and asked for my money back because BOTH THE PACKAGES WERE SENT BACK TO MY PILLOW THE TRACKING SHOWS IT. I have called customer support service twice requesting a refund of my money because they have thier items back the ***** tracking shows it went back to ********* and they STILL HAVENT RETURNED MY $300 THIS IS HORRIBLE CUSTOMER SERVICE PLEASE HELP THANK YOU THANK YOU THANK YOU ******** It's now Dec 11 2023 and no credit shown on my statementBusiness response
12/12/2023
I apologize for the frustration. I looked into your account and orders and refunded you in full for both.Customer response
12/12/2023
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.Initial Complaint
12/11/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Wife went on company site on Dec 8th to purchase one pillow of around $40. Minutes after an alert from bank with an amount of near $200 cane through and we saw that 4 four pillows were charged by mistake. My wife called right away to try to cancel or update the order, waited in line and spoke with a person to cancel it. Two days after we receive an email saying they couldnt cancel or update the order because the product had already left the warehouse.Business response
12/11/2023
I would need the customer information for the order, please.
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Customer Complaints Summary
123 total complaints in the last 3 years.
18 complaints closed in the last 12 months.