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Complaint Details
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Initial Complaint
02/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
10/13/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
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 response
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
10/04/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
10/12/2022
Hi *******,
I apologize for any delays in processing your refund. I can confirm your refund has been issued.Customer response
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,
******* *****Initial Complaint
09/26/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I bought a pillow from Eli and Elm. I returned it and it showed they received the return on Sept 9th from *****. I have still not received a refund even though their policy says 5-6 business days. I have tried contacting them 4 times and also called and left a message. I have received no reply back. The order number is *****. I did return within the 45 day period.Business response
10/12/2022
Hi Cindy,
On September 24th we received your request for a refund. The same day a refund was issued. The refund posted on September 25th. We only have one email from you on September 24th. I do apologize for the delay in processing your refund.Initial Complaint
09/19/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered with this company on 8/20/22. Order #*****. Upon receiving the order, I realized this was not their products were misleading and not the quality as advertised. I filed a return and returned the items. I have proof the return was received on Aug. 29th. I have still not received my refund even though on their website it states all returns will be refunded within 48hrs upon delivery of return and 3-5 business days to receive it. I have emailed them multiple times and get no response. No one answers the customer service line either. It’s a total scam.Business response
10/03/2022
Hi ********,
I am so sorry for your experience and delay in receiving your refund. I can confirm your refund was processed on September 17th.Initial Complaint
09/15/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I returned a pillow to Eli and Elm on August 1st and have not received a refund or any contact from the company. I have tried to contact them 5 times with no result. My order number is *****. *** ** shows it was delivered to Eli and Elm in ********* ** on August 3rd. at 1:59 pm. It was signed for by *******. The tracking number is ************. The amount owed to me is $127.98.Business response
10/18/2022
In the meantime, Here is our response:
Hi *******,
We only have a record of you contacting us once and we had responded to your email. On September 20th your order was fully credited. I apologize for any delays.Josh M****
CEO
Eli & Elm
Customer response
10/18/2022
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
09/12/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a pillow for $99.99. Returned in brand-new, unused condition following return guidelines. Received by them Aug. 15, 2022. Refund has not been made as of Sept. 12, well beyond "48 hours after product is received for a refund to be issued. Once issued, please allow 3-5 business days for the credit to be applied to the payment method on file." I have attempted to contact the company via their form twice and direct email once. Have received 1 automated response that someone would be in touch and that has not happened. Called their phone number and get an automated response that operators are unavailable. Simply want my refund.Business response
12/07/2022
Hi *****,
We apologize for the delay in processing your refund. We only have one record of you contacting us in September. I see your refund was processed on September 20th. Please feel free to reach us at ****************** if you need any further assistance.
Customer response
12/07/2022
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
09/09/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed order # ***** with Eli and Elm on Aug. 14, 2022. The order was shipped, but *** showed a problem with the address despite the address being correct. *** shows they returned the pillow to Eli and Elm. I have tried contacting Eli and Elm on multiple occasions via e-mail, telephone, and Facebook messenger to try and resolve the issue and have not received a reply. I paid $99.99 for the pillow and want the product or a refund.Business response
12/07/2022
Hi Cory,
We apologize for the delay in processing your refund. We have credited your card on file.
Initial Complaint
08/23/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered two pillows more than a month ago. 20 days after trying the pillows (within the free returns timeframe), and because the pillow wasn’t as comfortable as advertised, I returned both pillows. I obtained the return label through their website and shipped it back to them via *****. They received it 3 weeks ago and have not issued a refund. I have sent multiple emails and have sent multiple messages through their website. There is no phone number and no one responded to my emails. This is unprofessional and I would like my refund.Business response
12/07/2022
We apologize for the delay in processing your refund. We have a record of your request for a refund on the 22nd of August. I see your refund was processed 3 days later on August 25th within the 5-day period listed on our website. Please feel free to reach us at ****************** if you need any further assistance.
Initial Complaint
07/14/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I have requested a refund, going through the proper channels and protocols. #***** is my order number. They will not respond to emails, even though I have proof they received the pillow back.Business response
08/17/2022
Hi *******,
I am so sorry to hear about your experience. I can confirm your order was in fact refunded on July 18th via ****** transaction ID: *****************
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13 total complaints in the last 3 years.
1 complaints closed in the last 12 months.