Complaints
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:02/14/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased Cooling Side-Sleeper Pillow with the pillowcase and an upgraded shipping (which states 2-3 delivery from shipping for an additional $12) on 2/7/24. I received an order update email on 2/8/24 stating that my order was now shipped and complete. Upon looking at the order update email, I checked the **** tracking number, and it showed standard **** shipping (**** Ground Advantage 5-7 days delivery from shipping) with an expected delivery date of 2/12/24. I immediately emailed customer service and let them know that I had paid for priority shipping, but was given their standard shipping even though I was charged for the upgrade. I received an off-the-wall/irrelevant response from Rasheen that stated "we are experiencing delays with **** and have contacted them regarding tracking. Please allow 1-3 business days for further updates." I then responded and asked for my $12 shipping fee to be refunded since this was completely against their shipping policies when paying for the upgraded shipping - which Rasheen refunded me my $12 shipping fee.
On 2/12/24, I checked the **** tracking and nothing has changed. I contacted **** and they informed me that they have never received this package, and to contact the merchant. I contacted Eli&Elm through email and Rasheen informed me that "this is not normal, I followed up with **** and it is expected delivery today." I did not receive my order as promised on 2/12/24, and emailed back asking for a refund. Rasheen replied to my email with a return shipping label and told me that they are unable to make changes to my order and they can only refund if I send the order back which I have never received. I emailed back and told Rasheen that I never received this obviously which is apparent by the **** tracking (not updated since 2/8/24) and Rasheen told me that my issue has been "escalated to the account team and will receive an update within 24 hours." As of today, I have never heard back nor received the order.
Business Response
Date: 02/28/2024
Hi ****,
Thank you for reaching out.
We apologize for the inconvenience
I have forwarded all the relevant information necessary to resolve your complaint. You will receive an email from us shortly. If you have not, please be sure to check your spam folder.
Thank you,
Eli & Elm
Support SpecialistInitial Complaint
Date:10/13/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered the Cotton side sleeper pillow with pillow case on August 21, 2022, order number 62380. I didn't like it and returned it on September 4, 2022. The package was received on September 8, 2022 (***** tracking *********235). I have inquired multiple times about the status of my refund and nobody responds. The website does not have a number to call. I see there are other complaints about this very issue. I would like my refund as soon as possible.Business Response
Date: 11/17/2022
Hi ****, I am very sorry for your experience. Your order was refunded to your payment method after you reached out to us on October 13th. Your refund confirmation via ****** is *****************Customer Answer
Date: 11/17/2022
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
Date:10/04/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 8-25-2022 I ordered a pillow and pillow case from Eli and Elm Order *****. I requested a return for a refund on 9-2-22 and was provided a return shippng label and a RMA# ****. The return was delivered by Fedex on.9-6-22. I have not received a refund. I have emailed them several times with no response. They do not have a phone number listed on the website but I was able to find a number them which claims to some sort of customer service. I have called a half dozen times but it goes directly voicemail. I've left messages which are also ignored. I want a refund of $111.99. ThanksBusiness Response
Date: 10/12/2022
Hi *******,
I apologize for any delays in processing your refund. I can confirm your refund has been issued.Customer Answer
Date: 10/17/2022
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,
******* *****
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