We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Pillows

The Pillow Home

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pillows.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 6 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:07/08/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Never received my order for which I was charged for. Emailed the company three times regarding updates on my order and asking for a refund and no response.

  • Initial Complaint

    Date:06/30/2025

    Type:Product Issues
    Status:
    Unanswered
    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 pillow from this company. They offer a full refund and a 90 day guarantee for their pilows. But they hide the fact that they are in China and also the fact that you will have to return your pillow to China and not the New Mexico address listed on their website at your own expense.. So their 90 day return policy is dishonest because who can afford the return to China? It costs more than the pillow. The pillow is very cheaply made and too shallow to offer adequate support. I could see this right away which is why I contacted the company to return immediately upon receipt. That was when I found out that I would have to return to China even though they list New Mexico as their address on their website. No where on the website is Wuhan, China listed. Very misleading. They are scammers. I am quite sure that this is how they make the most of their money, by misleading customers in the US.

  • Initial Complaint

    Date:06/27/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Received my pillow which I did not open the package received it to late. I paid $89.00 for it wanted to return it Had to send it to China it would cost me $66.00. It said when you purchased item you have 90 days to return it where customer needed to pay for postage but it didn’t tell you needed to send it to China. That is crazy. So now I have this pillow which I do not need

  • Initial Complaint

    Date:05/11/2025

    Type:Delivery 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.
    I ordered the Cozy rest memory foam pillow from the Pillow Home on Monday May 6th. When I try tracking a couple days later I didn't see that there was any update. May 9th when I tried tracking my package again and there was no indication the package was being prepared. I emailed the company and got what seemed like an automated response saying they would try contacting whoever was going to send it. Then I received another email saying information recorded when I tried tracking it on May 9th. Tomorrow will be a week since I ordered the package and when I try tracking it it doesn't show that it has moved at all. It still says information received on May 9th. I paid $75 for the pillow and they took my money the day that I ordered it. There's no phone number to contact anyone and no real person actually responds to my email it's just the same email response each time I've tried to reach out. I simply cannot understand why they're tracking system seems to be frozen or my package is not being processed at all I fear. Since I can't reach anyone I said in my email that I was going to report this to the Better Business Bureau and still I didn't get any response. I would appreciate it if someone would be able to help me to get my package to its destination. I had ordered it for Mother's Day for my sister and obviously it's going to be late if it gets there at all. I figured this would be my last try before I attempt to getting a refund ir take further action, although I don't think I'm going to get anywhere with that either. Thank you for your time and help!

    Customer Answer

    Date: 06/12/2025

    I did finally receive the product! It took almost a month. I never did get any real response as to what the issue was. Even after I had asked for a refund, there was no response, other then the same generic response they gave the first time. The package just finally arrived. No formal communication from the company. I asked for a phone number and never got that either. Very terrible customer service but at least I get the package! Thank you for looking into this for me.

  • Initial Complaint

    Date:02/26/2025

    Type:Delivery 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.
    Good Morning,
    I'm not certain if you have the reach to help me with this matter; however, I ordered a product in late January 2025 from an online company and following a series of emails have not received the product, nor a reimbursement (which I requested on a couple of occasions). I have previously ordered online from other companies and this company is uniquely the first one that I feel I have been a victim of theft. I have included the series of emails through which I've communicated with their service department but through no avail. Their online contact is the following: *************************; their physical address seems to be: 1342 NM 333 Tijeras 87059 NM.

    I realize that $185.00 is not a huge amount, but I believe we are all budget minded and that a reimbursement would very much appreciated.

    If you can help me with this problem, or forward my concern to the office or organization that can resolve this I would be very thankful.

    Kindest regards
    ******** ******
    ###-###-####

    Customer Answer

    Date: 03/23/2025

    This is simply to confirm that I have received the product, it just took an incredible amount of time and some back and forth with this company; consequently, you may close my file on this matter but I do wish to express my gratitude for your help in this matter.  I've also left a voicemail to this effect. Sincerely, ******** ******

  • Initial Complaint

    Date:02/04/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    Ordered pillows on 12/6/24- messaged my gf- saw she could get them a LOT cheaper- cancelled order within 2 hours. They emailed back and said they could not cancel, I would just have to ship back. I said, please do not send pillows, they sent anyways. Company had a US address, New Mexico, on their website. They said, “we will just have you send them back” - we got the pillows over a month after they were “shipped.” We immediately contact company and ask for shipping to send back since we had contacted them immediately and asked them not to send. They sent back an address in China. When asked about US address, they said it was just a business address and no product goes through the address. To ship them back is insane money wise. We have never opened them. This is predatory business practice. They are displaying a US address and refused to cancel order less than 2 hours after it was made and then they tell us we have to ship on our dime after we told them we do not want product. NO where in their refund pages does it say you will have to ship to China with consumer money- I attached screenshots. This is a predatory business practice. They say they have a 100% guarantee, they are not willing to be flexible at all. I think they make it as hard as possible, like- no cancellations- shipping back to China- for them to be able to keep your money.

The Pillow Home is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.