Business ProfileforPurple

I purchased two DreamLayer pillows from Purple Innovation, LLC on February 2nd, 2024, for a total of $338.67. Initially, I was satisfied with the product on my original mattress. However, after purchasing a new memory foam mattress that arrived after the pillows, I found the pillows to be extremely uncomfortable on this new mattress, as they squished excessively.Acknowledging the discomfort, I decided to return the pillows and utilized the return label provided by Purple. I shipped both pillows back in one larger box on March 15th, 2024. However, upon contacting Purple's support via phone on April 3rd, 2024, for an update on my return, I was informed that my return label had expired on March 16th, 2024, which was unbeknownst to me at the time of shipment. I was advised to contact ***** for resolution.Upon contacting *****, I was informed that they had no record of the label being used for shipment but confirmed that it had been printed. ***** advised me to resolve this issue either with my financial institution or directly with Purple, as I was not eligible to make an insurance claim on the label.This situation has left me without the pillows and the refund due to me. I believe this to be unfair, especially considering I followed the return process as instructed by Purple. The concept of an "expired" return label was not communicated to me, nor do I understand how a return label could expire the day after it was supposedly used for a return.Desired Resolution:I seek a full refund of $338.67 for the returned pillows. I returned the pillows in good faith, following the instructions provided by Purple, and expect Purple to honor their return policy by processing my refund promptly.Additional information:I have communicated with Purple's support team and *****, attempting to resolve this issue to no avail. This complaint is my last resort to seek a fair resolution to this matter.