very weird customer service experience
I have gone back and forth on whether to write this review for months now, but I have decided it's worth it to warn other people about this. I tried ordering one of their contoured orthopedic pillow, but when I got the shipping confirmation the address was incorrect. Somehow they had taken the street name and number from my shipping address, but the city and postal code from my billing address. The result was an address that didn't exist. I reached out to customer service and they were able to confirm it was an issue on their end and not that I had typed it in incorrectly, but that I needed to wait for the shipment to "fail to be delivered" to the fake address so that it could be returned to sender and then shipped out again to my correct address. Honestly, this was already a red flag to me because if it was confirmed to be their mistake then in my opinion another order should have just been shipped to me immediately. But I really did want to try this pillow so I opted to wait for this rather than take a refund. Well an entire month passed by and I didn't receive any communication, no "failure to deliver" notification and no followup from the company. After reaching out they said they had in fact recieved the order back and were just waiting on my new address, even though I had zero communication of this. I gave them my proper shipping address and upon replying to me to double check, they had the SAME fake address as before. So I had to reply again and correct them. Finally we got the address sorted, and they told me I would receive a tracking number in the next few business days. Well two weeks went by, and I received nothing. No tracking number, no order updates, definitely no pillow. Finally I caved and reached out one final time to just ask for a refund because at this point it had been two months and the pillow hadn't even shipped. Even with all of this I could have chalked it up to a faulty system, but the thing that makes me give them 1 star is that after this whole two month fiasco, I received an incredibly passive aggressive email from them. They told me that if I wasn't happy with my order to gift or donate the pillow. Basically implying I was trying to get free money out of them. I was only able to get confirmation of the refund after reiterating that I never recieved anything. My order literally never arrived! It felt very unprofessional to receive this kind of guilt trip-y email about reducing waste by donating the pillow when the order never even shipped let alone made it to my door. So yeah, unfortunately I can't even give a review on the product itself because they were never able to get it to me. It sucks because I hear great things, but I don't really have it in my budget to try and order again just to be sent in circles again. And the whole dismissive experience I had with their customer service really put a bad taste in my mouth for the company as a whole.