ComplaintsforContour Products, Inc.

• Initial Complaint

  11/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We purchased two additional pillow CASES on 9/11/22. Contour's website says they were shipped on 9/12/22. NOTHING HAS ARRIVED. Order # is ****** for TWO CONTOUR SWAN PILLOWCASES. Email is: ****************** We are both 82 years old and use the pillows that we previously bought from them, but need these specially sized pillow CASES to properly use them. Please help us get this company to respond and fix this. They spend tens of thousands of dollars on TV ads and sell a variety of related products, so this is not a small enterprise. However, they are not even giving us the courtesy of responding to phone calls or emails or messages. I can't tell whether they are out of business or not. Note that our situation looks like the SAME PROBLEM as another COMPLAINT FILED with you on 10/22 against this company, EXCEPT THAT WE WERE NOT EVEN GIVEN A TRACKING NUMBER on our order. Here's an excerpt from that complaint:"Looking for items I ordered..It was paid for and shipped on 9/21/22..They give tracking numbers but shows no movement at all after supposedly creating labels to track package..Tracking does not give any info...Called several times at 800 # and local number.Just get answering machine and no calls back.Emailed customer service several times no responses...Horrible customer service..I am at a loss."

  Business response

  11/11/2022

  Good Evening ****,

  I completely understand your frustration, and want to make it completely right with you. We are a small company, and due to the high demand of the ******* promo, we do sometimes get back logged, but emails and voicemails are addressed daily. *************, it may take up to 48 hours to respond to voicemails. We are working on expanding the team to make sure all customers through all channels are taking care of in a timeley manner.

  In regards to order # 540882 that you placed through Contour Living, I do see that was shipped on September 12th (order placed 9/11). The email we have on file for you is: ********************, so your order confirmation and tracking went to that email. Sometimes, depending on your mail server settings, it may end up in junk or spam. 

  Your tracking with ***** with picture proof delivery has your pillowcases delived on 9/16, which you can see here: 

  https://www.fedex.com/fedextrack/?trknbr=2778-4947-0430&trkqual=12024~277849470430~FDEG

  If you did not receive this package, we can open a claim with the carrier for you stating your package was stolen, and we will go ahead and get a reshipment sent out to you first thing Monday morning.

  Please confirm at your earliest convenience so we can get this request processed for you immediately.

  Do not hesitate to reach out to me directly if you have any additional questions or concerns,

  Thank you for bringing this to our attention, and giving us an opportunity to make it right for you,

  ***********************

  eCommerce Manager

  ***********************************  or ************

• Initial Complaint

  10/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Looking for items I ordered..It was paid for and shipped on 9/21/22..They give tracking numbers but shows no movement at all after supposedly creating labels to track package..Tracking does not give any info...Called several times at 800 # and local number.Just get answering machine and no calls back.Emailed customer service several times no responses...Horrible customer service..I am at a loss.

  Business response

  10/10/2022

  Good Afternoon ******,

  I am apologize for the inconvenience and experience you have encountered with your Contour Swan Pillow. While we are trying to process orders as quickly as we can with our small team, I do appreciate you bringing your experience to our attention.

  I have looked you ** in our system, and it do see that your order was sent for fulfillment and pick up on 9/20. Which means you should have certainly received it by now. I did investigate this further with the carrier, as it shows there is no movement, which may indicate it has been lost.

  I can certainly reship these express for you, or if you prefer can provide a full refund, please let me know how you would like to proceed, and we most certainly will get you take care of immediately.

  I did also check out inbox, and see one email from you from the 10/06 inquirying about your order status. I am not sure if its being blocked by your spam filter, so may be in your junk or spam folder. I will also check with our IT team to see if there is anything else we can do to improve deliverability and we are not marked as spam to customer inquiries.

  Please advise on how you would like to proceed with best path forward for you & I will personally make sure you are completely taken care of.

  Thank you again for bringing this to our attention, and giving us an opportunity to make it right for you.

  Have a Great Day!
  ****

  Customer response

  10/11/2022

   
  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,....Please issue full refund
  
  *************************

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