ComplaintsforElemenOPillows

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction was 3/01/23. The amount of money I want refunded to me is $52.31, that's the amount I was charged and that's the amount I paid. The items in question are 2 pillow covers. These 2 pillow covers have no zipper on either of them so there is no way to prevent the pillow stuffing from coming out. Every sofa pillow cover I've seen has a zipper closure on them. I received them in the mail on 3/06/23. The order number is **********. The company (ElemenOPillows) is through the Company Esty. Apparently, Esty does not have anything to do with handling refunds, exchanges, or returns. I am extremely unhappy with this pillow cover order and would like a refund. I do not feel like the owner handled the matter with me in an upright and honest business like manner.

  Business response

  01/24/2024

  Hello, My name is ***** ****** and I am the owner/founder/sole proprietor of ElemenOPillows Pillow Covers. I am contacting you because I recently became aware of a one star review I was given on the BBB website. And I am requesting that this review be removed. I have over 23,000 five star reviews on Etsy--the most five star reviews of any home decor seller on Etsy. So clearly I provide quality products and service. The negative review on BBB came from a woman who made a mistake when she placed her order with me and then subsequently blamed me for the mistake she made. She was dissatisfied because she didn't want to pay for postage on on exchange. An exchange I was willing to make with as per my shop policies. If the review cannot be removed, am I at least able to post a public response to it? Thank-you in advance for your attention to this matter. ***** ****** ###-###-####

  **** **** ***** ****** **********************

  Business response

  01/24/2024

  Re: Complaint ID# 19586175

  I am sorry you aren’t happy with your order.
  
  However, I represent the fact that I use envelope enclosures in all my listing descriptions and also in my shop policies.  They are the same style envelope enclosures often used by large home décor companies such as Pottery Barn and Ballard Designs. 

  And I clearly state in all my listings and in my shop policies that all my pillow covers are for pillow inserts (i.e. they NOT for use with loose “stuffing”).  I also state they are for inserts in the two e-mails I send with every order.  I even suggest what size insert to purchase for every pillow cover ordered.   Nowhere do I suggest that my customers fill them with loose stuffing. 
  
  I have over 23,000 five-star reviews from customers who are clearly satisfied with their pillow covers.  Because they are using them with pillow inserts as intended.
  
  Re: your request for a refund: I politely notified you that as a small shop, I only offer exchanges and not refunds.  My exchange policy is clearly outlined in all my listings as well as in my shop policies.    

*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. ↩