Complaints

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

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Pillow Cube, LLC has 3 locations, listed below.

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  Pillow Cube, LLC

  1815 S State St. STE 230 Orem, UT 84097

• 

  Pillow Cube, LLC

  355 S 520 W Ste 250 Lindon, UT 84042-1976

• 

  Pillow Cube, LLC

  560 S 100 W Ste 19 Provo, UT 84601-5038

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.

• Initial Complaint

  Date:07/14/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a pillow on June 4th with 5-7 day shipping. I emailed them June 16th asking about it? They said they had an issue with shipping and gave me a partial refund. I have still yet to receive my product. They inundate me with paid advertising and promotions and will not deliver me my product. I have another pillow cube and love it. However, this is beginning to feel like a scam.

  Business Response

  Date: 08/03/2023

  We've experienced a series of events that led to the delay in shipping for several of our products. As we've explained via email, our 3rd party fulfillment center experienced a software malfunction. That was followed by an issue in our warehouse with our foam cutting machine that required multiple rounds of repair. Unfortunately, this created a strain on our ability to fulfill orders as planned. In addition to responding to the customer's email messages, we sent out a message to all affected orders to further explain the delay.  We also provided this customer with an additional discount for the delay.  The customer's order has been shipped and has an expected arrival date of Thursday, August 4th. The tracking information can be viewed here: *****************************************************************************************

• Initial Complaint

  Date:10/13/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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,
  
  *********************** Showers

  i am terribly sorry and and extremely happy with this pillow! I it did what it said it did and I am not in pain 

  Business Response

  Date: 11/17/2022

  **** has been assisted and is satisfied. He wrote in 4 times on October 13th and we responded to him that evening. He ordered on October 12th and we assured him his order was received and was being processed. His order then was shipped the following day (Oct. 14th- so within 2 business days of when he placed it). He apologized and erased his negative social comments. 
  
  He then wrote in on the 18th (3 times) upset again, saying ***** stole his pillow. He wrote back a 4th time apologizing saying his problem was ***** and he was sorry. Our agent responded the next morning letting him know his order was delivered. He is now raving how much he loves his pillow.

• Initial Complaint

  Date:10/09/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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,
  
  ***************************Pal.

  Business Response

  Date: 10/10/2022

  Hello!  In the past week, we changed fulfillment centers. In the process, a glitch occurred that resulted in tracking information not being sent out to several customers. We are working through that glitch to ensure that customers receive the tracking information for their orders.  In this instance, the order was shipped on October 4, 2022, and is currently in transit.  We will reach out to the customer via email to provide this information to her. Once received, she may file a return request.  If we can be of further assistance, please let us know. Thank you!

• Initial Complaint

  Date:09/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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:

  You still failed to respond to the other important points I made in my previous response.

  Your refund policy on your website is unclear, and for that reason I was under the honest belief that I could

  I will restate my claims again, claims which you have not addressed nor taken accountability for.

  1st. There was never an automated email sent to me within the time frame you mention. Not even within an additional tolerance of +/- several days.
  So, no, you did not attempt to provide a reminder at that time, or any time ever that I can see. 
  
  
  2nd. Your website's Refund Policy page makes no mention if this 30 day window necessary for completion. With that fact, I was not aware whatsoever that I would be confronted with this resistance when trying to exchange the pillow.

   

  The attached .png shows the points (shown with red dots beside them) mentioned in which you rcompany has failed to address.

   

  To me, it seems most appropriate to be awarded my exchange in lieu of your company's abhorrent service.

  
  
  Sincerely,
  
  ******** ***
  
  

  ngly. What it doesn't state is the the requirements for completely fulfilling the request be completed within that same 60 days.
  I paid too much for a pillow that they recommended for me, and I merely want to an exchange.
  Your refund policy does not clearly state the full requirements for an exchange, and I should therefore be granted my exchange.

  Business Response

  Date: 10/10/2022

  Hello! Our return/exchange window is 60 days from the date of purchase. The customer purchased from us on January 30, 2022.  On February 7, 2022, he initiated a return through our automated portal. Once this is submitted, the customer has 30 days to complete the return.  Approximately 23 days later, an automated reminder email was sent to the customer to advise him that his return timeframe was expiring.  The customer did not follow through with the necessary steps and the return request was closed.  

  On September 8, 2022, the customer reached back out to us to request that he be able to exchange the pillow for a different height.  He was notified at that time that his return/exchange window had expired and that we would be unable to assist with his request. He was not satisfied with our response and wrote back to us again on September 20, 2022, to request that we allow him to exchange the pillow outside of our policy.  We advised that we would not be able to assist with an exchange and advised that if he would like to purchase a different size of pillow, we would have additional sales in the future that may meet his needs. His response to us used profanity (see attached), at which time we thanked him for his feedback.

  The customer's request for a return outside of our return/exchange window is without merit. 

  Business Response

  Date: 10/31/2022

  An exchange was offered to the customer at the time of the initial request in February 2022.  At this time, the customer is well outside of the exchange window and as such, we are unable to assist with an exchange.  We offer a recommendation on sizing, but as we stated, it is simply that: a recommendation. The exchange window of 60 days is ample time to determine whether a different height will work better.  The customer is now nine months post-purchase.  We are unable to provide an exchange or return the order.