ComplaintsforEli & Elm LLC

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for a pillow on December 20, 2021. I was charged $95.99 and the Order # is *****. I tried to initiate a return on their website and was within the return window/requirements. The website says to "fill out the form below" to initiate the return and have the label sent to you, but there was no form to be filled out. I contacted Eli and Elm directly via the messaging fields on their website. After 5 attempts to reach them, they told me to fill out the form on the website to initiate the return. There is no form on the website. I finally was able to have them send me a return label. They received the return (************************************************************************************** and still haven't issued a refund. I have reached out to them a few times in the past two weeks and haven't received a response or a refund. There is no direct phone number to reach them.

  

  Business response

  03/21/2022

   

  Hi ******, I am very sorry to hear there was an issue creating a return label for you. I do see a return label was issued and a refund was processed on 2/27. I am very sorry about your experience with this!

   

• Initial Complaint

  01/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Placed order on 12/21/21. Paid $139.38 USD via *****l. Per the merchant's website, purchases are backed by a money-back guarantee. The merchant claims to offer 24/7 support. I am not satisfied with the comfort of the pillow and accessories I purchased. I attempted to initiate a return via the merchant's website on 1/18/22. Per the merchant's website: "If you for any reason you are unsatisfied with your purchase, you may return it within 45 days of delivery. Returns are fully refunded to the original form of payment. Please allow for up to 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. To initiate a return please fill out the required information below. A shipping label will be generated and you may schedule a pickup with Fedex to return the product." However, I was unable to initiate a return, because there was no form posted for customers to complete. The website does not provide a customer service telephone number. The only means to contact the merchant is via email [email protected]. I sent emails on 1/16/22 and 1/17/22 requesting assistance with my return, but apparently the mailbox is not monitored as I did not receive a reply. I wish to return all items in my order for a full refund. Since I only have 45 days to return the merchandise, I am concerned that the merchant is delaying their response so that I miss the deadline. The reference number associated with my purchase is *********

  

  Business response

  03/18/2022

  Hi *****, 
  
  I am so sorry to hear about your experience. We do see your email on 1/16 and 1/17 at which point we responded on 1/20 with information on how to download your prepaid return label for a full refund. In that email we stated "Once the package is on its way back to us, let us know and we'll process your refund once we receive the pillow." When we received your email on 2/7 requesting an update on the refund we processed the refund the next day. 

  Customer response

  03/18/2022

  
  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

  01/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My S/O bought me a pillow for Christmas, but I did not enjoy sleeping on it. So he contacted Eli & Elm to see if they were still able to accept the return. He was informed by a customer service rep. that the item is returnable as they extended their return period from 45 days to 75 days due to the holidays (in which the 75th day would be 1/24/22). Unfortunately, emails between customer service and my S/O have ceased as they are now refusing to send the return label. He has been emailing them every day now and with no response. There is no real way of contacting this company via phone so this entire experience is really stressful and unnecessary.

  

  Business response

  03/18/2022

  Hi *****, 

  As stated on our site our return policy is 45 nights. We did offer a complimentary extended trial period for you to help out. On January 17th we provided you a prepaid shipping label and immediately refunded your order. 

  Customer response

  03/18/2022

  
  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,
  
  ***** ****

*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. ↩