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Business Profile

Pillows

Pillow Cube, LLC

This business is NOT BBB Accredited.

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Complaints

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

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Pillow Cube, LLC has 3 locations, listed below.

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    Customer Complaints Summary

    • 16 total complaints in the last 3 years.
    • 2 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:09/03/2024

      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.
       

      Complaint: 22235434



      I am rejecting this response because:

      I am not going to continue to sleep on a mattress that is causing me distress.  Your recommended 90 day period is arbitrary and is simply what it states.  A recommendation.  You are not qualified to give people advice on sleep or sleep health.  I have already provided information on the return policy posted on your website.  Why would you not honor it?  You are intentionally making this process more difficult than it needs to be.  Do the right thing and keep your word!

      Sincerely,



      Randall Andersonhelp or resolution. This is false advertising and they are not honoring what is on their website concerning the return policy and satisfaction guarantee.

      Business Response

      Date: 09/09/2024

      To whom is may concern,

      The mattresses have been clearly marked as "Final Sale" on the product page since June 3. The customer placed their order in August, and it has been confirmed that the page continued to reflect this final sale status at the time of purchase (via the app). Prior to this policy update, mattresses were eligible for returns within a 90-100 day window. The return policy for purchases made prior to June 3 remains available on our site for applicable customers.


      We recommend that customers use their mattress for a minimum of 60 days, ideally 90 days, before considering a return. Our Pillow Cube Mattress is designed specifically for the unique needs of side sleepers, unlike most mattresses. This is why we ask customers to allow sufficient time for adjustment. As with any new mattress, there is a break-in period, and products with unique features may require additional time for the body to adapt.

      We regret that the customer did not notice the final sale information when completing their purchase. We have advised the customer to continue using the mattress for the recommended adjustment period, and to reach out to us after 90 days if they continue to experience discomfort.

      Thank you 

      Business Response

      Date: 09/12/2024

      A photo showing the relevant details, as displayed in the app at the time of purchase, has been uploaded in our previous response.

      We have been actively working with the customer through email to offer a solution, following the completion of the recommended 90-day trial period.
      Thank you 

    • Initial Complaint

      Date:07/17/2024

      Type:Customer Service 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 placed order ******** on June 26, 2024.
      On June 16, I wrote this email to Pillow Cube Customer Support Team:

      Dear Support Team,

      I am writing about order ********* You sent me 10 bottles of Sleep Cubez that all expire Sept. 2024.

      I do not want to do the monthly subscription since shipping is too expensive.

      Please let me know how to return all 10 bottles since they will expire before I can use them.

      Thank you.

      Sincerely,

      Jehan T**** *** ****** **** *** ************** ** ***** ************
      Hello Jehan,

      Thank you for reaching out! We truly appreciate your enthusiasm for our sleep supplements and we understand the concern about the expiration date. All our Sleep Cubezzz sales are final, so you will be unable to return them. We recommend sharing them with friends or family to spread the love and ensure they don't go to waste!

      Please let us know if there is anything else we can help you with.

      Have a great day!
      Best,

      J.
      Pillow Cube Customer Care

      I understand that sleep supplements can't be returned but I spend over $100 on something that I can't use since you intentionally sent me supplements that will expire before I could possible use all of them.

    • Initial Complaint

      Date:12/11/2023

      Type:Service or Repair 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.
      Purchased a Kids Pillow Cube, November 30th for a total of $36.57. A few days later, i noticed the stitching from the back rear unraveling. So not even a week old. So I reached out to Pillow Cubes support for them to warranty the item. They requested photos, which I sent them. After that, no response. So Ive reached out multiple times. Once they get to the second email requesting a photo. They no longer respond. All Im trying to do is get an exchanged item due to the lack of durability in the material. They charge $15 for an exchange, but this item in a short time frame has faulted in poor quality.

      Business Response

      Date: 01/03/2024

      We assisted the customer by sending out a replacement to him on December 11, 2023. It was received on December 15, 2023, as evidenced by the following tracking information: ***************************************************************************

      Thank you!

    • Initial Complaint

      Date:10/17/2023

      Type:Service or Repair 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: ********



      I am rejecting this response because:

      They just need to admit it is bad business and all the complaints on Facebook and instagram shows that everyone was mad. Learn how to be better with your customers.



      Sincerely,



      ***** ****

      Business Response

      Date: 11/13/2023

      A discount code was sent erroneously by our marketing agency; the minimum purchase amount was omitted. The code was removed and replaced within 2 hours of being posted, and the affected customers were notified. Rather than providing a $100 coupon with no minimum purchase, the new code allowed for $100 off a purchase of $175 or more. Ms. **** was advised of this via email and chose not to make an additional purchase with the minimum purchase requirements. Despite the new code having expired, we would be happy to honor the offer of $100 off a purchase of $175 or greater at this time. Thank you!

    • Initial Complaint

      Date:10/07/2023

      Type:Product 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 complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ***** ******

      Business Response

      Date: 10/30/2023

      The return and exchange fee was clearly listed on our website under the "Return and Exchange" link at the bottom of every page of the website; please see the attached image. We do have a risk-free guarantee, meaning that the sale is not final and that the item can be returned. It was not a "Free Returns" guarantee.  The customer has completed the return and has sent the item back to us. However, as a one-time courtesy, I have refunded the $15 fee today. Thank you.

    • Initial Complaint

      Date:10/05/2023

      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.
       

      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,



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

      Business Response

      Date: 10/30/2023

      We have been able to assist the customer by sending the replacement pillow to him. Our fulfillment center fulfilled the order incorrectly by omitting the second pillow. I do see that there was a delay of about 3 hours between our responses. The agent who had been responding was waiting for a response from our third-party fulfillment center to provide additional information regarding the status of the shipment. A replacement order was created and the customer has received the missing item. If we can help with anything else, please let us know. Thanks!

    Pillow Cube, LLC is NOT a BBB Accredited Business.

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