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Business Profile

Pillows

Turmerry.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pillows.

Complaints

This profile includes complaints for Turmerry.com's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 9 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/19/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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.
       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

      Thank you. 
      d the first and second times I called, I immediately got answers from actual family members who owned the company. Sure, they're more expensive, but Talalay latex is more durable than Dunlop, and, in talking with them, I feel they will bend over backwords to make me happy, unlike Turmerry. Turmerry needs to clean up their act if they really want to be in business, or else close the doors. So far, I would give them a "D". Not at all impressed. Fair warning to mattress buyers out there...........

      Business Response

      Date: 04/23/2024

      We apologize if we had any communication problems with our phone support. We are always striving to give the customer a better experience

    • Initial Complaint

      Date:03/14/2024

      Type:Product Issues
      Status:
      Answered
      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 a mattress and dual adjustable base at the end of February of 2023. Now in March of 2024 the head/upper portion of the base is stuck in the upright position. There is no online help. I reached out to Turmerry and spoke with a representative in another country. I explained I cannot sleep in the bed when stuck in the upright position. I also explained I had searched online i.e. there website, *************** etc for potential fixes for Turmerry bases or other adjustable bases. Nothing worked. The representative was rude. I sent 3 emails explaining I needed a solution. The representative said she had to speak with her supervisor. 5 hours later, 3 emails and 2 unsuccessful phone calls I received no response or help with their faulty product. I will ask for a new base or refund if no one gets back to me.

      Business Response

      Date: 03/18/2024

      The adjustable base brand is Ergomotion and we are in touch with them to get this fixed, will get back to you on this soon and take care of the defective item.

    • Initial Complaint

      Date:12/29/2023

      Type:Delivery Issues
      Status:
      Answered
      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.
      Order # ***** I received a refund of ****** on 12/13/23 for two items 1. Bed topper and 2. side pillow. The company instead put the refund towards the half moon pillow instead of the side pillow. The company stated this would be notated. This complaint was completed through a BBB complaint as indicated in the uploaded documents.When I returned the half moon pillow and contour pillow, the company refused to give me the refund of $110.40 on these two items I returned via ***** (return document uploaded). I also attached the BBB complaint that shows the company saying that they applied the refund to the half moon pillow instead of the side pillow.I want my refund of $110.40 for the 2 items I returned. The Half moon pillow and contour pillow.

      Business Response

      Date: 01/02/2024

      Hi,

      The additional refunds were issued to customer.

    • Initial Complaint

      Date:12/05/2023

      Type:Product Issues
      Status:
      Answered
      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 am rejecting this response because: the refund of $198.40 has been paid.   However, the half moon booster was refunded instead of the side sleeper pillow. Please correct refund to the correct item. Thank you. See attachment. 

      Business Response

      Date: 12/11/2023

      Hi ,

       

      We have Refunded $198.40 as customer requested, please donate the items to a charity like Goodwill or Salvation Army.

      Business Response

      Date: 12/16/2023

      Sorry for the mixup, the proper amount has been refunded, now it is not possible to correct the customer pays back the full amount and then we need to adjust again. Anyways we will post a note that the wrong item but right amount was refunded.

    • Initial Complaint

      Date:06/01/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

      Thank you. 
      120 night sleep trial for my entire purchase! No one would purchase a mattress pad for half of their bed. This policy makes no sense. If my husband purchased his topper and I purchased mine separately, then we could return both? Turmerry does not offer a "split king" size, so the purchase of 2 would always be necessary. Below are screenshots of the Turmerry website, including the sizes available, the advertisement of the 120 night sleep trial, and their "shipping & returns/return & refunds" page and my receipt of purchase.

      Business Response

      Date: 06/04/2023

      Our return policy is clearly stated here: ***************************************************************

      As a small business, we only allow one return per category but we have been working with the customer to resolve this matter and facilitate return of two toppers and for the refund to make our customer happy.

    • Initial Complaint

      Date:11/01/2022

      Type:Product Issues
      Status:
      Answered
      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 am rejecting this response because: I requested oct 3rd to cancel that order and their CS **** ***** conformed Oct 4th that it has been cancelled but come Oct 28th, which is almost like 1 month later, the same staff sent me an email asking if he will cancel that order. It was incompetence but also it appears they are just delaying to keep my money for as long as they could that's why I filed with Citibank and BBB. Nov 1st I reversed that dispute and it has been a week now. They are just delaying this for as long as they could beyond reasonable timeframe. With all other establishments, 2 -3 BD is a reasonable timeframe but it has been a week now and still no refund. I demand refund now! It has been over 1 month from the day I requested cancellation of that order that has not even shipped! There is no reason for you to keep that money when that item never shipped. Very poor customer service and problem solving.    

      Business Response

      Date: 11/08/2022

      Customer returned a pillow and we issued a refund. We asked if customer wanted a refund for the other pre-order pillow which was not yet shipped, but customer did a chargeback immediately without giving us time and we accepted the chargeback so now it goes through chargeback and she should get a refund based on how fast her bank processes it. If it were not a chargeback we would have refunded that same day or by next day of request.

      Business Response

      Date: 11/10/2022

      We spoke to the customer over the phone, and the customer is full refunded.

      Customer Answer

      Date: 11/11/2022

       
      I am rejecting this response because: while ******* on the phone told me it has been refunded, the refund does not reflect on my credit card yet so until then I will reject. 

    • Initial Complaint

      Date:09/20/2022

      Type:Product Issues
      Status:
      Answered
      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.
      In July I ordered a *************** Loft Latex pillow and paid $93 for it. It arrived July 29. It was Not firm, rather softer than my 4 year old latex pillow from a different company that I was seeking to replace. I looked into returning it since the website said I could. Then **** of customer service informed me that it would cost me $20 to mail the pillow back and that would be deducted from my refund. I found that excessive. I ended up mailing the pillow myself US PS tracking and insurance for $13. I have proof that it arrived in ********* on August 29. Since that was near to Labor Day I waited to give time for refund. Nothing. I began emailing again to **** with no reply. Today, September 19 I emailed 3 different times and started a chat. **** replied stating that the pillow was received used and covered all over with hair! This is Not True. I did Not use the pillow. I did Not return it covered all over with hair! I believe they are either lying or talking about someone elses return. They have condescended to return the pillow to me. Thats unacceptable in light of their website which doesnt say Anything about fees for returned pillows. Plus, I believe theyre not being honest about the condition of the pillow. I wish I had thought to take a picture of it prior to returning it. They have requested over and over that I leave them a positive review. I left some less than positive reviews and they have been removed. I Should know better than to believe any businesss all Great reviews. Clearly, they arent honest in their dealings. I would Love my $93 back!!

      Business Response

      Date: 09/20/2022

      We have issued a full refund for the order.

    • Initial Complaint

      Date:08/26/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
       
      Complaint: 17770028

      I am rejecting this response because: advertising a full refund is misleading/false. advertising, since the company is deducting shipping. They also do not advertise in their return sections that a shipping label amount is deducted from the refund or a customer has to purchase their own shipping, which is a lie of omission and again false/misleading advertisement. The company knows that they are being deceiving as customers in the past have complained of the same issue and yet they have not corrected their website if this is a practice they wish to move forward with. Since this is the case I am requesting a full refund a prepaid shipping label. If they wish to move forward with customers paying for shipping I request they update their website accordingly. Trying to sell pillows through deceptive practices like misleading advertisements is illegal. 

      Business Response

      Date: 08/29/2022

      We have not advertised anywhere saying we issue shipping labels for returns for pillows. Customers can try the item and send it back for full refund and they have to use their shipping. If they would like us to give  a label we can do that but it will be deducted from the refund. https://www.turmerry.com/pages/shipping-and-returns

       

    Turmerry.com is NOT a BBB Accredited Business.

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