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:10/16/2025

  Type:Service or Repair 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 bought pillowcases from Rest. I ended up selecting the wrong color, and on their website, there are three categories, listed as returns, exchanges, and warranty.Both the returns and warranty had a timeline (30 days & one year, respectively) but the exchanges did not mention any timeline. My pillowcases were still in the original packaging unopened, and still sealed with the original tape. I was dealing with some severe medical problems that even required me to take a significant period of time off of work. When I finally got around to exchanging the pillowcases, rest refused to fulfill my request and said that the exchange policy follows the same 30 day window as the return policy, though there is absolutely nowhere on their website that alludes to this in anyway shape or form. They even requested me to send them a picture of the box that the pillowcases came in, & emphasized I made sure the original tape that sealed the box was visible in the photo to confirm that I indeed had not opened the package even (even though being unopened and sealed in the original packaging is not a requirement for returns)

  Business Response

  Date: 10/18/2025

  how about ****. just truying to make it a bit shorter:
  
  The customer contacted us on September 17 to request an exchange for the free pillowcases delivered on July 9more than two months after delivery and beyond our 30-day return and exchange window.
  
  Our Refund Policy and FAQ pages both explain that returns and exchanges must be initiated within 30 days of delivery. They also note that free or promotional items are final sale and therefore not eligible for return or exchange. These guidelines ensure product integrity, hygiene standards, and fairness for all customers.
  
  When the customer reached out, we informed the them that the exchange request was outside the allowable timeframe. To offer goodwill, we provided a $15 discount code toward a future purchase, which the customer declined.
  
  We have since shared the customers feedback with our internal team to further enhance clarity in our published policies.
  
  Rest remains committed to transparency, fairness, and consistent policy enforcement for all customers.

  Customer Answer

  Date: 10/22/2025

   
  Complaint: 24027373
  
  I am rejecting this response because:
  
  Complaint: 24027373
  
  I am rejecting this response because:
  Once again, your policies posted online do not explicitly explain that exchanges follow the return policy. The fact that you are having your internal teams review and make updates to them  clearly shows that there is a gap that leaves room for various interpretations by the consumer, and therefore is misleading and unlawful. I ordered a set of pillowcases as well, so while one may have been deemed free, there was also a Purchased set and all I was ever trying to do was simply exchange an unopened box of pillowcases for a different color. I read through your policies before ever even initiating my exchange request, and since there was no timeline for exchanges and based on the current verbiage used, There was no way for me to assume that exchanges followed The same protocols as returns. The $15 voucher you offered me was a slap in the face considering your pillowcases cost over $80 after taxes. This type of customer service is not how you build a brand or retain customers. A simple exchange of an unopened product which you made me send a picture of to verify that it was indeed unopened, Could have saved face for your brand Considering it was your policies that werent written in the manner in which you expected them to be interpreted. 
  
  and while you may think my timeline for an exchange was outlandish (Because the way you, and every employee I spoke with, responded to me when I inquired about this request, definitely convey this sentiment) There are many great companies that have 90 day return policies and even some (Such as ******, Academy, & several other others) that have a lifetime exchange policy even once the product is opened and used. So if your website doesnt clearly dictate a timeline for exchanges, I am not unreasonable to assume that I would still be able to make an exchange for for an UNUSED UNOPENED product
  

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

• Initial Complaint

  Date:10/09/2025

  Type:Order 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.

  I ordered (#US25363588) on October 3rd, 2025, at **************************. During checkout, I selected a color and size for the free pillowcases offered with my order. I added my shipping and credit card information, and the checkout summary confirmed the free item. I received my order on October 6th, 2025, but the free pillowcases were missing. I waited until October 9th to check again, but they hadnt arrived. I called ************ to inquire about the free item and was told I must have made a mistake. She offered to send it for free, but that I would have to pay $9.00 for shipping, I declined due to potential issues with their checkout process. She insisted that others had successfully received the free item, which I found offensive. I threatened to report the issue to the BBB, but she refused to send the free item without additional shipping fees.

  Business Response

  Date: 10/10/2025

  We can confirm that the customers order ************, placed on October 3, 2025, was indeed qualified for the free pillowcases promotion. To receive the free item, customers are required to manually add the pillowcases to their cart before proceeding to checkout, allowing them to select the desired color and size. If the item is properly added, it appears in the final checkout summary before payment.
  In this case, it appears that the customer may have missed this step or went directly to checkout before the free item finished loading into the cart. During the call, our customer support agent offered to send the pillowcases if the customer could cover the $9.00 shipping fee. We are normally lenient in addressing similar issues when customers follow up, but since this matter was only discussed over the phone with no further follow-up, the team did not have the chance to waive the shipping fee at that time.
  We have emailed the customer to resolve this and offered to ship their free item without any cost.

  Customer Answer

  Date: 10/12/2025

  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:08/29/2025

  Type:Product 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 ordered a cooling comforter, pillow, and complete sheet set for the company REST. The products were actually hotter than my regular cotton bedding so I initiated a return one day after receiving them. I then went to initiate my return. I originally ordered 3 items but my sheet set was split into 2 different products so my order showed 4 separate items, I was them told I could only return 2 items. I was therefore only able to return a small portion of the items I no longer wanted. The return process was also a huge headache. The return page initally told me I was not eligible to return anything, so I had to email them and a month after mailing back my 2 items, I finally received the return to my bank account. The company also shows thousands of 4+ start reviews on their website, but do not allow posting new reviews.

  Business Response

  Date: 09/13/2025

  We want to clarify that our return policy allows refunds for up to 2 items per order. Any additional items can be exchanged or returned for store credit. This policy is clearly stated in our return policy, order confirmation email, and on the return portal.
  Regarding the order, the sheet set was split into separate products in the breakdown but counts as one paid item. So, while the order showed 5 items, it actually included 3 paid items plus 1 free item.
  We helped the customer with the return portal issues, and he was able to successfully submit a return for 2 items of his choice. We provided the return label and processed the refund. The case has been closed and resolved.