ComplaintsforPillow Fight

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was notified of a charge on my credit card on 10/06/2023 for an annual membership and delivery of pillows. I immediately attempted to reach out to the company via e-mail to have them cancel the charge and order (attachment 1) and also confirm that I canceled my membership (which I believe I did months ago), and if not noted in their records to confirm in writing that my membership was canceled. I did not receive any response from them or any confirmation they received my e-mail. On 10/17/2023 they sent me a shipment confirmation. I responded to this e-mail with another e-mail telling them that I attempted to cancel the order the moment I knew about it (see attachment 2) and that they need to stop this shipment, cancel my membership and refund me. I have not heard from them and still have not received any confirmation they received my e-mails, despite both e-mails being sent to their official customer service e-mail account *********************************** which is listed on their order and shipment confirmations. I additionally went on their website on 10/17/2023 and submitted a customer contact form for follow up since e-mailing them has gone nowhere. I still have not heard from them as they continue to ignore my messages. *** additionally submitted a complaint with the ************************ for investigation, Report #: ********* and have filed a dispute with my credit card company.

  

  Business response

  10/31/2023

  We encountered a situation in which the employee responsible for this department ceased to fulfill their work responsibilities and subsequently departed the company without a proper transition plan in place. We promptly took action to address this issue. As a result, the membership of the affected customer has been canceled, and a refund has been processed. For your reference, I have attached the correspondence detailing our interactions with ********.

  Customer response

  10/31/2023

   
  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. They refunded my order and stated they canceled my subscription. They also sent me a return shipping label to return the pillows which I shipped back that same day. I appreciate the explanation on why this happened and hope the company works to developed proper transition plans in the future to avoid these situations again. 
  
  Sincerely,
  
  *********************************

*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. ↩