Complaints

The 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:13/03/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Ordered 2 pairs of sandals (pillowslides) on Feb. 1, 2025 Paid $100.69 Received 2 pairs of sandals on Feb. 13, 2025 Had Free shipping and money back guarantee I requested a refund and return steps as the shoes didn't fit - aggravated an existing foot condition. Told company the reason for the return. I sent multiple emails. Feb 24, 27, 28, Mar. 1 and 3. After several attempts to **** a response. I received a return link which didn't work right away. On March 6th I was able to return via the link but the refund was incorrect (because the option one was to drop them off at a ************** location (Staples in **********) listed as FREE in green letters. Option 2 was to ship them back at a cost of $14. I choose option 1 and submitted the return but they still charged me the $14. Received a return QR code and messaged Pillowslides about the mistake in the refund amount. I also left a review with returnbearcom hoping that they would check into what was wrong - in case it was on their end. I dropped off the pair of pillowslides on Mar. 8th and received an email saying they had received them. The refund was supposed to be immediate but they haven't not deposited a refund or responded to my email about the mistake in amount or that they haven't refunded me. They continue to email me coupons and offers for sales(daily) I can provide the emails I've sent to to the company. They have changed their address from a home in ******* to a empty field on 197th. I was respectful in all of them. I continue to attempt to contact them by email, phone, and in person but they have changed their address from a home in ******* to a empty field on 197th. I am concerned about other people continuing to buy from this company. I am cheated, I don't have either the sandals or my money.

• Initial Complaint

  Date:11/10/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  COMPANY HAS NOT SENT ITEM BUT TOOK PAYMENT THRU GOOD MORNING AMERICA DEALS AND STEALS ENDORSMENT OF PRODUCT. CAN NOT GET IN TOUCH WITH THEM EITHER BY PHONE,OR EMAIL FROM THEIR WEG SITE.

• Initial Complaint

  Date:08/07/2024

  Type:Product Issues
  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 June 8th I ordered a size 9 pair of shoes and was sent a size 10. They said they did so because the shoes run small. I told them that they were far too big and didn't fit and would they replace them with the correct size. I was told that they don't replace shoes and I could get a 40% refund, which I refused and asked them to replace the shoes with the correct size or give me a full refund. They refused.

  Business Response

  Date: 23/07/2024

  Dear BBB, 
  
  We appreciate the opportunity to address the customer complaint and would like to provide a detailed explanation of the actions taken regarding the issue raised.
  
  1. Order Details:
  
  Original Order: On June 8th, the customer placed an order for the Dream Steps - Lifestyle Relief Shoes in ** Women size 9 (Order #*******) through the Grommet Channel. This order was fulfilled on June 10th and successfully delivered on June 22nd. The tracking number for this delivery was ********************** - (****************************************************).
  
  2. Customer Inquiry:
  
  On June 26th, the customer contacted us indicating that the size of the shoes received was too large and she could not recall the size she originally ordered. She mentioned that she typically wears a size 8.5.

  
  3. Response and Explanation:
  
  On June 27th, our customer service representative, ***** responded to the customer. We explained that our shoes are designed to fit slightly smaller than typical sizing standards, so we label them as one size down to better match the expected fit. For example, a size 9 order would be labeled as a size 10 but fit like a size 9.
  
  Despite this explanation, the customer indicated that the shoes were still too large and inquired about the return process.
  
  4. Return and Refund Policy:
  
  Our Return and Refund Policy states that returns are not accepted for Dream Steps shoes due to high associated costs. **** informed the customer of this policy and offered three resolution options:
  
  *A size free replacement for the Dream Steps shoes.
  * A free replacement with our Pillow Slides.
  * A 40% partial refund on the Dream Steps shoes.
  
  5. Resolution:
  
  The customer declined the 40% partial refund and the free replacement with Pillow Slides, requesting only a replacement or refund. Consequently, we arranged a free replacement for the Dream Steps shoes in the customers preferred size.
  
  On July 8th, we processed a replacement order (Order #*******), which was fulfilled on July 16th. The tracking number for this replacement order is ********************** (******************************************************************), and it is currently in transit to the customers location.
  
  We hope this explanation clarifies the steps we have taken to resolve the customer's concern. Please feel free to reach out if further information or assistance is needed.

  Customer Answer

  Date: 24/07/2024

  Complaint: 21950542
  
  I am rejecting this  response because: They did not offer a replacement of the shoes originally and I told them that I ordered a size 9, not that I didn't remember what size I ordered. They only offered to replace the shoes once I filed this report. I don't know why they feel the need to lie. I will wait to see if I receive the replacement shoes.

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

• Initial Complaint

  Date:19/06/2024

  Type:Delivery Issues
  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 may twenty fifth two thousand twenty four I ordered two pairs of sandals from pillow slides The o rder came to sixty eight dollars and eleven cents Order number ******* *********** gave me an invalid tracking number.So then they gave me a new tracking number which is ***** 7215 2922 ****************************************************************************** a new delivery of the 2 sandals I ordered. They sent me an order for a pair of size 6 sandals that I did not order because I wear a size 12 but that was with a different tracking order. They are very difficult to get a hold of I cannot reach a live person and I already have paid for this purchase and they're doing nothing to help me resolve this issue except sending me encircles

  Business Response

  Date: 02/07/2024

  I have uploaded evidence with the following titles which I will be referencing below:

  1. 7378903 Summary

  2. Order 1 - 7378903

  3. Order 2 - *******

  4. Email Correspondence

  On May 25th, the customer ordered two ********************** Sandals, and in the post-purchase upsell, ordered a pair of Pillow Slides. On May 27th, the two pairs of Pillow Sandals were fulfilled (Tracking: 9405536110380985676754).The Pillow Slides and Pillow Sandals are being fulfilled from two locations, our support representative Glezy duplicated a seperate order with just the Pillow Slides (Order 2 - *******), and these were promptly fulfilled on May 31st (Tracking: 92612902712395543400533546). 

  On June 15th, the customers ********************** were successfully delivered (****************************************************************************************************************************************************************).

  Unfortunately, the tracking for her Pillow Sandals was null and without updates (****************************************************). In this case, when detected by our fulfilment team, the 3PL will reach out to the carrier for an update. On June 17th, the customer reached out indicating she has not yet received her order. On the same date (June 17th) our support representative ***** responded with a tracking update, but by error provided the tracking for the Pillow Slides order (*******) which was already delivered. As a result of this confusion, the customer checked with their local post office for the tracking of the Pillow Sandals order, which rightfully was not detected by the post office. Our support representative did not realize that the customer was asking for an update on the ********************** Sandals, and this understandably left the customer unsatisfied with the subsequent attempt to direct her to her tracking updates. 

  Ultimately, upon realizing the confusion, our support representative provided the customer a full refund on her order. The ********************** Sandals shipment was not corrected given that there was a refund completed. The refund may be viewed on the '7378903 Summary' upload. 

• Initial Complaint

  Date:02/02/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 11/26/2023 I placed three orders for the pillow slides **********. I had ordered previously and knew which size I needed. Order #******* was for 2 pair of white size 9 **********. Order #******* 1 pair white size 9 and one pair black size 9 **********. Order #******* 1 pair white size 9 and one pair black size 9 **********. In all, I ordered 6 pair of the ********** in a size 9. They shipped a size 10 for all 6 pair ordered. I contacted them and was told they intentionally sent the size 10 and if I would like the size 9 I would need to pay an additional $10 a pair to have them shipped to me, I refused to pay the additional postage costs. I dont feel I should have to pay additional charges to get the size I ordered. I have even requested a return label to ship the size 10 ********** back but have received no response, I have tried to contact them numerous more times but am now being ghosted. I have two tracking numbers ************************** & **************************. Two pair were sent in one shipment and 4 pair in the other shipment.

• Initial Complaint

  Date:01/02/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 originally purchased a pair of pillow sandals and a pair of ***** **** shoes on Nov 28. Their website states its about **** days for shipping. I had to email them several times before we finally received our shipment on Dec 24. When I finally had a chance to try the ***** **** shoes on, they were too wide around my foot. I emailed the company and they informed me theres no returns on the shoes and they can only send me a different size. The size was not the problem. Their web page for the shoes does not state anywhere that these are not refundable. You have to search their return policy to access this information. After back and forth emails they stated they were issuing me a 40% refund and 2 pairs of sandals or slides for my troubles. I wanted a full refund since they were willing to send me a new size of *********** without me having to return the original ones but I finally agreed to a partial refund. The email stating they were processing a partial refund was at the beginning of January ****. Its now the end of January and I still havent seen a partial refund to my bank account and I also havent heard from them in the last 4 emails Ive sent.

• Initial Complaint

  Date:29/12/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 7 pairs of pillow slides on Nov 15, 2023. They had a sale where you buy two, get one free. After I provided all my info(name, shipping address, credit card) they had another promo saying if I wanted to add another pillow slide for just $10. And I added. My total purchase cost was $94.19. And that was free shipping. They thanked me for my order and gave me my order number ******* and said Ill be receiving an email shortly with my tracking number. I received nothing after 2 weeks. So I emailed them, got a response immediately saying that they apologized and it will get processed immediately and I will be getting an email with the tracking number. A week went by and still havent received anything. So I emailed them again saying I havent received my tracking number yet. (And all these emails are on one thread.) I didnt get a response back immediately like how I first contacted them. And I continue to email them, on the same thread, and I get no response. Its like they ghosted me. The names that responded to may emails are **** and ********************* and ******* **************************** and i think its an automated response called "Powered by Richpanel"Everytime I email them to cancel my order and to refund me back my money, their response back to me is "sorry for the delay, we will get back to you" or "did you want to cancel your order?" And i would reply back with "YES, CANCEL MY ORDER AND REFUND ME MY $94.19.

• Initial Complaint

  Date:23/11/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 11/5/2023 I ordered a pair of Pillow ******'s - Relief Slippers . I emailed the company on the morning on 11/18, inquiring about the status. They emailed me back within hours. They were delivered on the afternoon 11/18/2023. Upon opening the package i immediately noticed that the buckles were broken. I emailed them right away. I also contacted them on ********* they responding when I had an issue and once I stated that the shoes had a defect, they did not respond. I have emailed them numerous times and have not received a response. I have also noticed that this exact product is no longer on their website. It seems as though they are aware of the issue and are not addressing it.

• Initial Complaint

  Date:08/05/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  It's been over 5 weeks since I submitted my order online and it's been 3 weeks since my item has updated in shipping since it arrived in ******. I placed my order on March 26th for $88.17. I recieved free standard shipping. I contacted Pillow Slides on April 27, May 1 & May 2 regarding my shipment and tracking. They could not provide any updates on my shipment when I reached out on April 27th. They then told me to contact UniUni in ********* who could also not provide an update. I requested a refund back but Pillow Slides only offered a replacement shipment. I declined this and again asked for a full refund of my purchase order be refunded back on to my original form of payment as I still have not received my package and its going on 6 weeks since I placed my order online. A replacement order is not a resolution when you have lost trust in a company. Who knows if the second shipment would even arrive? Pillow Slides has stopped responding back to my emails since asking for a full refund and my tracking has not updated since April 11th.