ComplaintsforPacific Coast Feather Company

• Initial Complaint

  06/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order Number: ******** Placed On: 05/15/2024 Tracking has showed the pillows being moved around and apparently going to two wrong locations (but it never says where) and it still gives no indication of when it will arrive. I have contacted the company through email several times but only had one reply saying they did not know any more about the shipping then I did? I have called and sit on hold but no answer. I can't say what I think of the pillows I ordered because I have still not received them. At this point I am extremely disappointed with the customer service of this **********************. They have been zero help. I want a refund

  Business response

  06/07/2024

  The customer's package shows it is in transit to them. This is a **** issue as there continues to be updates made to the package even today June 7, 2024. We cannot control the shipment once it leaves our warehouse. It seems the customer will still receive their order. 

  However, this order was refunded in full on June 5, 2024. 

  Customer response

  06/08/2024

   
  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

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They bill their pillows as hotel quality luxury pillows. They are anything but this, and there is a strong pattern across vendors (such as Amazon) of people suspecting they are receiving a used pillow. I also suspect this, as 90 days in, this pillow looks like it belongs in a dumpster. I have owned a dozen other pillows in the last three years, and none of them look like this pillow. So I know it's not care or the home environment here causing this pillow to look like it's been through a war.I received this pillow in early January. When I took the pillow out of its packaging, I immediately noticed two dark blue/blackish stains on it. This was day one, brand new. Over the next three months, these spots spread throughout the pillow. 60 days in, the pillow's fabric began to peel and shed off (pictures included). This pillow was cared for from day one, including their recommendations for care. It has been used with a pillowcase within 10 minutes of it getting here. So I was really surprised a week ago when I noticed that the pillow had almost completely degraded to the point where it went flat on the bed. When I took it out of the pillow case, it had those original blue/blackish stains spread all over the pillow itself.I firmly believe I was sold a used pillow that someone else had sent back. I showed the pictures to family, and they believe that the spots look like mold, but I haven't had it tested yet. I just want to reiterate that these spots were on the pillow the day I received it, and I know this. They have no business sending someone a junky old pillow that's sat in storage and molded.I would like a refund on this. I didn't pay $90 expecting to receive a junk pillow. Even if I'd dropped this pillow out of a third story window and rolled over it with a car, it shouldn't look like this 90 days after receipt.

  Customer response

  04/26/2024

  This company immediately apologized and refunded the full $90 for the pillow with no more questions asked. That is very rare for any company to do in making good on their promises. I am satisfied with this resolution.

  The refund has not yet posted to my account, but they have informed me of it. I will report and close out this complaint immediately as soon as that money goes through.

   

  Business response

  05/02/2024

  Dear *******,

  Thank you for sending the pictures of the pillow that was sent to you. Pacific Coast Feather Company does not send used product to customers.

  The pillow you received should not have been stained and I'm sorry that you received an item that looked like this. A full refund has been issued for your order on April 26, 2024. 

  Please note: We are happy to work directly with customers who are experiencing an issue with their order.

  Best,

  Consumer Response

  Pacific Coast Bedding

• Initial Complaint

  04/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a comforter that came with a free outdoor blanket. I received the promo but not the comforter. Several attempts were made to call the company but they never answer and I cant leave a voicemail. There is no option for email either. I would like to know where my comforter is or get a refund.

  Business response

  04/12/2024

  Dear *****,

  Pacific Coast Feather Company recently underwent a system upgrade and orders were delayed in shipping. An email was sent about this situation yesterday, April 11, 2024. 

  The comforter in your order has now been downloaded to the Warehouse for processing. There are a large number of orders to process and they are working as quickly as they can to fulfill all orders. I expect your order will ship no later than Tuesday, Apri 16, 2024. 

  I'm sorry for the inconvenience this has caused you. I assure you that your order is open and will be fulfilled. 

  Best,

  Consumer Response 

  Pacific Coast Bedding

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have bought this down duvet comfoter at ***** for the ******************************************************************************************************************************** place here is their response .Thank you for contacting Pacific Coast Feather.I apologize for the delay in responding to your email. After careful review of your account history with us, no further replacements will be issued to you for the comforter purchased from ***** in 2016. We were first contacted by you in November 2016 stating your comforter was defective. It was leaking down and there were empty baffle boxes. We created a replacement order and shipped you the Lunesse Down comforter. In February of 2018, we were again contacted by you with the same complaint and additionally you stated the blue cording was "starting to be unsewn". As a courtesy a second replacement order was sent to you in April 2018. We were contacted yet again by you a few months later in May stating the cost of your original comforter was more than the replacement item you received. Again, as a courtesy we sent you a third replacement. Unfortunately, we will not be issuing an additional fourth comforter.

  Business response

  02/28/2024

  Dear *****,

  
  As stated in our email response regarding a request for a fourth replacement comforter, the warranty replacement has been honored.

  
  The comforter you purchased at ***** in 2016 was a True ********** design which allows for air flow in the down. The construction of the comforter requires the comforter to be rotated to prevent the down from shifting. The replacement comforter sent to you was also a True ********** design and an explanation regarding this construction and the maintenance requirement was sent to you when the comforter was initially replaced.

  
  The shifting of the down in the comforter is not due to a defect. The Pacific Coast Feather Company has fulfilled their obligation for the warranty coverage. 

  Best,

  Consumer Response

  Pacific Coast Bedding

   

  Customer response

  02/28/2024

   
  Complaint: 21335956
  
  I am rejecting this response because:

  I Know the buffles are not 100% sewn what i am saying is that some are unsewn more than acceptable as you have to replace the down daily for a 10 year warranty you expect this happening after the 10th year .

  
  Sincerely,
  
  ************* *************

  Business response

  03/01/2024

  Hello,

  This customer first purchased a ******************************************************************** comforter in 2016. Since then, we've provided this customer with a new comforter four times, the last time was over four years ago. We believe this customer is using our warranty as a way to receive free products and respectfully, after careful consideration, we've decided to step back from further participation in this discussion.

  While we appreciate the opportunity to exchange viewpoints, we believe it's best for all involved to disengage at this point as there is no way for us to please this customer.

  Best,

  Consumer Response

  Pacific Coast Bedding

  Customer response

  03/01/2024

   
  Complaint: 21335956
  
  I am rejecting this response because:

  The pacific coast company does not respect the 10 year warranty as per initially stated .

  Yes you had  exchanged for previous defects and have also returned one of way lesser value which i indicated to them and have sent you back the products as you asked for .

  And now you are accusing me of trying to have free products is even more unacceptable when you treat customers like this it is not professional in any way.

  just send an change product and i will gladley return the defective product.

  but really trying to get free product from you is completeltly BS 

  on the other hand luring customers with a 10 year warranty that is really really BS .

  Dissapointed in Pacific Coast 
  
  Sincerely,
  
  ************* *************

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 27, 2020 23 I ordered a pillow from Pacific Coast feathers as a Christmas present for a family member and now it is January 12 and the item has not arrived. The last tracking shipping update was December 4, 2023. I have messaged the company multiple times they have never given me a honest answer on anything or will look into why there is no tracking updates. They just keep on telling me it will arrive, and then ghost me, I am fighting this because stealing peoples money and not sending them their items is against the law. There are consumer protection laws that clearly they are violating which is against federal law. All I want is my money back because I feel I will never get my item. This is unprofessional, legitimate business would never scam people .

  Business response

  01/12/2024

  Dear ****, 

  Your order has been refunded in full.

  Orders shipping to ****** may *********** to 8 weeks to arrive as posted on the Shipping page of our website: 

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

  Your order was placed on 11/27/2023 and was shipped from our facility on 11/30/2023 by **** It was to arrive to the **** mailing facility in Fife, WA. It appears that this package never delivered to the **** mailing facility. I'm very sorry that this happened and for the disappointment and inconvenience it has caused. 

  Best,

  Consumer Response

  Pacific Coast Bedding

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company sent me a firm pillow advertised as soft. But that's okay. The issue is the pillow was stained right out of the bag. There were several dark stains all around the pillow. I also suspect that the pillow has been used, but I can't prove that. But the stains? That I can prove.Absolutely unforgiveable for a company in America to be sending disgusting merchandise out to a customer willing to pay $90 for a pillow just to get a decent night's sleep. They need to go beyond bankruptcy and just close. No company filing in this day and age should get a restart. They're using this to defraud consumers around the country. It's time for Congress to step in. These companies have already destroyed the lives of their employees by underpaying them, but now they're looking to defraud actual customers, too, and that's not how capitalism works (when it works). Pacific Coast Feather was once a reputable company, and another shady company bought them and is using that formerly reputable company's name to defraud customers. This should be illegal.

  Customer response

  01/11/2024

  I wrote to this company on January 8th to tell them about the opened box that was delivered to me and the stained pillow. They have still not replied.

  Business response

  01/16/2024

  Dear ********,

  We absolutely stand behind the product we sell. Sometimes issues may occur and we remedy the situation with a replacement or refund when it is warranted. 

  I am unable to find an order for you in our system by entering your name or email address. Please send me the order number or name / email address this order would have been placed under.so this issue may be investigated further. 

  Best,

  Consumer Response

  Pacific Coast Bedding

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I started a return on 12/17/2023.I had purchased two comforters (order: ********, $492.85) that ended up being subpar in quality, and I initiated a return right away.Items were delivered back to company promptly (tracking: 1Z867W339097499021 - arrived 12/21/2023). I have not once received a single update regarding my return from this company. Not anything regarding processing, etc. I have emailed the company every few days for almost a month now and have not heard anything back. I have tried calling every few days and the number only takes you to automated prompts, no matter what you select. Cannot reach a single person within this company and all I asked for was a single update. I would like my money back.

  Business response

  01/10/2024

  Dear *******,

  Please see the attached document in which I have included screen shots of the email correspondence we sent to you regarding your inquiries about your returned order. The emails show as unopened which indicates they have not been read. Please search your junk/spam folder as they have probably landed there. 

  There were two emails sent to state we received your returned comforters. We then sent two emails to state your order was returned and refunded. The returns are processed as we receive the information and sometimes one order is refunded separately if the items were received separately. 

  A refund for one comforter was processed on January 7, **** and the remainder of your order was refunded on January 9, ****. The transaction may take 5 to 8 days to post to your account. Please check your credit card account. 

  Per our website it states that refunds may take up to 30 business days to process. Your refunds were processed in 11 and 12 business days. 

  Best,

  Consumer Response

  Pacific Coast Bedding

   

   

• Initial Complaint

  12/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased two pillows and returned. Company sent me a return label and received the return. Company never refunded the purchase. Filed a dispute with PayPal. ****** said that this transaction was ineligible for PayPay Purchase Protection. Contacted the company. **************** rep said that because I filed a resolution with paypal, they were not able to credit me. Called paypal - they reach out to to the company and the company said they had 30 days to process the refund. *** Tracking:Your shipment 1Z867W339095816815 Delivered On Wednesday, September 27 at 12:31 P.M. at Dock Returned To *********, ** ** Received By:BRANCH Proof of Delivery

  Business response

  12/18/2023

  This customer was refunded in full on 12/15/2023.

  The order was returned on 9/27/2023. It would have been processed for a refund on 10/16/2023, but the customer had already filed a PayPal dispute. An offer to refund the customer, minus the return shipping fee, was sent through the PayPal portal. No response to the offer was received from the customer. 

  The customer then called on 12/15/2023 asking about her refund. The customer service rep told her the refund was delayed as we were waiting to receive a response in Paypal. The customer was unhappy with this response. I then refunded the customer in full on Friday, 12/15/2023, followed by a phone call to the customer. I left a voicemail message telling the customer that her refund has been processed and the reason her refund had been delayed. 

  I'm uncertain as to why this complaint has been filed on 12/16/2023 with the BBB when the issue has been fully resolved. I would urge the customer to review her PayPal account activity. 

  Best,

  Consumer Response

  Pacific Coast Bedding

   

• Initial Complaint

  10/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered two pillows on September 16th, on September 18th I was notified that one of the items I ordered was on backorder. I contacted the company on September 18th, 19th and 20th to cancel the order. I was told the first two times that the order had already been processed and I could not cancel the order. On the 20th customer service told me that they could cancel and stop it from shipping from their shipping center. During this time my credit card had not been charged. I got notification from the shipping company that the package was returned to Pacific Coast Feather. Then on September 22nd I was charged the full purchase price on both pillows.

  Business response

  10/14/2023

  Dear *****,

  It appears that there was some miscommunication that happened with you and our phone agents. The notes state that we could not cancel the order per your request. It was too far along in the shipment process. As you no longer wished to receive your order, as a courtesy to you, we placed a Stop & Return order with *** so that this order would be returned to the warehouse. 

  Once an order has shipped your credit card is charged. I believe that this may not have been explained to you. I have reviewed all the notes and do see that *** returned your order to the warehouse. I have refunded your order in full on 10/13/2023.

  Please let me know if you need anything further.

  Best,

  *****

  Consumer Response Specialist

• Initial Complaint

  10/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In August 2023, I purchased a Grand Down Comforter King for $274.99. The comforter quality did not match the description--it was as thin as a blanket and you could even see through it in places. I returned the comforter and confirmed it was received by the company on August 28, 2023. As of October 6, 2023, I still have not received my refund. Emails to customer service about the comforter quality and the delayed refund have all gone unanswered. The customer service phone only has recorded messages. I have never experienced such terrible customer service and extreme delay in processing refunds. They just keep your money for weeks and weeks after they receive returned product. Buyers beware!

  Business response

  10/11/2023

  Dear ******, 

   Your order was returned to us on August 28, 2023. We attempted to process a refund for the amount of $274.99 but were unable to do so. We recently underwent a change in accounts and could not see the settlement transaction for this item ***** which was shipped to you on August 15, 2023. We thought it was a matter of letting the third-party credit card processor finalize on their end the transactions that occurred during the dates of this transition. I apologize that it took some time for these to be finalized. 

  We have again looked at the charges that were collected for your order. The order total for the two items purchased was $426.29. Item *****, the Hotel Touch of Down Pillows were shipped on 8/14/2023 and totaled $151.30. Item *****, Grand Down Comforter King, was shipped on 8/15/2023 and totaled $274.99. It is for this item that was returned and that you are seeking a refund. 

  As we cannot see that you were charged for this item, we would need you to look at your credit card statement for the charges that occurred on or about 8/15/2023. There would be two separate charges as the items were shipped separately. There would be a charge for $151.30 and a charge for $274.99. 

  Please review your credit card statement and email us a copy showing these two charges. If the charge of $274.99 is on your credit card statement, a refund could be issued in the form of a check. 

  I look forward to hearing from you.

  Best, 

  *****

  Pacific Coast Bedding

*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. ↩