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:24/11/2025

  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.

  Placed order on 10/29/2025 , notifications started coming off where items were. As of nov 16 no more notifications. Sent an email today 11/24/25 of where is my package. A little while later they sent like 5 messages saying it was delivered 11/21/2025. I didnt get item as of yet. I also was in contact with pillow slides on messenger and them saying it's on there way.

• Initial Complaint

  Date:03/09/2025

  Type:Delivery Issues
  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 3 pairs of Pillow Arch Support Flip Flops on 06/17/2025. According to the company, the order was fulfilled and delivered on 07/17/2025. However, I never received my order. I checked my ring camera history on 07/17/2025 but no delivery made to my address. I have attempted to resolve the issue since 07/25/2025 unsuccessfully. The company just keeping repeating that it was delivered but it was not. I have reached out to REMOVEDand filed a claim but so far no update.

  Business Response

  Date: 15/09/2025

  This statement is in response to a customer dispute regarding Order #REMOVEDplaced on June 17, 2025, for three pairs of Pillow Arch Support Flip Flops.
  Our records confirm that the order was processed and fulfilled by our logistics partner, REMOVED, on June 21, 2025. The shipment was delivered on July 17, 2025, to the address provided by the customer: REMOVED. The tracking number associated with this delivery is JSEXC2244318952YQ, and the status reflects successful delivery.
  We understand the customer claims they did not receive the package and have reviewed their Ring camera footage. While we empathize with their concern, the tracking information from the carrier confirms the parcel was delivered. The customer has also filed a claim with REMOVED, which is the appropriate channel for investigating potential misdelivery or loss after shipment leaves our fulfillment center.
  As the seller, we have fulfilled our obligation by shipping the order to the correct address and providing tracking confirmation. We remain open to cooperating with REMOVEDand the customer to resolve the matter, but at this time, we have not received any evidence from the carrier indicating a failed delivery.
  We take delivery issues seriously and strive to support our customers fairly. Should REMOVEDconfirm the package was lost or misdelivered, we are prepared to offer a resolution in good faith.

  Customer Answer

  Date: 16/09/2025

   
  Complaint: 23830173
  
  I am rejecting this response because: They are providing the same information as I have.  I have not received any photos that the order was delivered to my address.  REMOVEDtracking it states delivered in REMOVED, REMOVEDbut does not list my actual full address.  Since when is the customer not right?  I would not be going through all of this stress if I have received my order especially for less than $100.00 but it is not right for a business to not acknowledge the customer's report that the order was not received as promised.  Since I placed the order through the company and REMOVEDstating order was delivered, I feel like my money has been stolen since my order did not get to my home.
  
  Sincerely,
  
  REMOVEDCarazo REMOVED

• 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 REMOVEDa 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 REMOVEDlocation (Staples in REMOVED) 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 REMOVEDto 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 REMOVEDto 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 REMOVEDWomen size 9 (Order #REMOVED) through the Grommet Channel. This order was fulfilled on June 10th and successfully delivered on June 22nd. The tracking number for this delivery was REMOVED- (REMOVED).
  
  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, REMOVEDresponded 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. REMOVEDinformed 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 #REMOVED), which was fulfilled on July 16th. The tracking number for this replacement order is REMOVED(REMOVED), 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,
  
  REMOVED

• 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 REMOVEDgave me an invalid tracking number.So then they gave me a new tracking number which is REMOVED7215 2922 REMOVEDa 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 - REMOVED

  4. Email Correspondence

  On May 25th, the customer ordered two REMOVEDSandals, 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 - REMOVED), and these were promptly fulfilled on May 31st (Tracking: 92612902712395543400533546). 

  On June 15th, the customers REMOVEDwere successfully delivered (REMOVED).

  Unfortunately, the tracking for her Pillow Sandals was null and without updates (REMOVED). 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 REMOVEDresponded with a tracking update, but by error provided the tracking for the Pillow Slides order (REMOVED) 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 REMOVEDSandals, 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 REMOVEDSandals 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 REMOVED. I had ordered previously and knew which size I needed. Order #REMOVEDwas for 2 pair of white size 9 REMOVED. Order #REMOVED1 pair white size 9 and one pair black size 9 REMOVED. Order #REMOVED1 pair white size 9 and one pair black size 9 REMOVED. In all, I ordered 6 pair of the REMOVEDin 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 REMOVEDback but have received no response, I have tried to contact them numerous more times but am now being ghosted. I have two tracking numbers REMOVED& REMOVED. 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 REMOVEDshoes on Nov 28. Their website states its about REMOVEDdays 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 REMOVEDshoes 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 REMOVEDwithout 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 REMOVED. 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 REMOVEDand 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 REMOVEDand REMOVEDand REMOVEDand 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 REMOVED'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 REMOVEDthey 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.