Mellowsleep

Hi Dayna, Thank you for taking the time to share your feedback. We're truly sorry to hear that you felt unsupported throughout your experience and that it took longer than expected to receive a response from our team. We'd like to take another look at your case to ensure that your concerns were reviewed appropriately and that the correct process was followed. For some additional context, our King and California King MarshMellow Comforters require a commercial-grade washer and dryer with sufficient weight capacity, approximately 33 lbs or more. We understand that this can sometimes be confused with residential machines marketed as "large capacity" or "heavy-duty," which are often measured by drum size in cubic feet. While a residential machine may appear large enough to accommodate a comforter, its weight capacity may not be sufficient for the significantly increased weight of a saturated double-stuffed mellow comforter. That said, we'd still like to review your specific case and previous correspondence. We've sent you a request for your order details, and once we receive that information, our team will take another look at your case and follow up with you after completing our review. Thank you for giving us the opportunity to revisit your experience. We look forward to hearing from you. Warmly, The Mellow Team 🌙

Hi Tracy, Thank you for sharing your feedback. We're sorry for the confusion caused by the incorrect name used in our previous emails. We understand how frustrating that can be, especially after you've already been in contact with our team, and we sincerely apologize for the oversight. We also understand your frustration regarding the photos we requested. These photos are part of our standard process for missing or incorrect items and help us document and verify what was received before we can determine the appropriate resolution. We appreciate your cooperation in providing them. That said, we'd like to make sure your concern was handled correctly from the start. We've sent you a request through Trustpilot for a few additional details about your order so we can locate your previous correspondence and take another look at your case. When you have a moment, please feel free to respond to our request through Trustpilot. We'd appreciate the opportunity to review everything and assist you further. Warmly, The Mellow Team 🌙

Hi Joyce, Thank you for taking the time to share your experience. We're truly sorry for the frustration and disappointment surrounding your order, especially as these items were intended as gifts for your daughter. We've reviewed your previous correspondence and have reached out to you directly regarding your order. When you have a moment, we'd greatly appreciate it if you could check your inbox and reply to our email so we can continue assisting you. While we closely monitor every shipment, once a package has been handed over to the courier, the transportation process is unfortunately outside of our direct control. That said, please be assured that we've already communicated with the courier regarding your shipment and have been actively monitoring its progress. We appreciate your patience and the opportunity to continue looking into this with you. We hope to hear back from you soon. Warmly, The Mellow Team 🌙

Hi Kathy, Thank you for taking the time to share your feedback and for being a valued Mellow Sleep customer. We're truly sorry to hear that your experiences with our customer service have left you feeling disappointed and unsupported. We've reviewed your feedback and are now taking another look at your previous correspondence with our team. We appreciate your patience while we complete our review, and we'll reach out to you directly as soon as we've finished. Thank you again for giving us the opportunity to revisit your experience. Warmly, The Mellow Team 🌙

Hi There, We’re truly sorry to hear that your experience with us left you feeling frustrated and disappointed. We understand how upsetting it can be when you reach out for help and feel that the responses you receive are not addressing your concerns in the way you had hoped. We’d like the opportunity to take a closer look at your situation and see if there are any other options we may be able to provide. We’ve sent you an information request so we can review the details of your order and return experience more thoroughly. Regarding our return policy, the $15 return processing fee is a standard, flat fee that helps cover the costs associated with processing a return, including the prepaid return shipping label, receiving and inspecting the item at our warehouse, and safely handling or disposing of products that cannot be resold for hygiene reasons. The original shipping fee is also not included in the refund, as it covers the cost of shipping the products from our warehouse to the designated delivery address. That said, we sincerely regret that your previous correspondence left you feeling unheard, and we’d like the chance to review this personally and determine whether there may be another way we can assist. We look forward to hearing back from you so we can take a closer look and work toward a more satisfactory resolution. Warmly, The Mellow Team 🌙

Hi Damian, Thank you for sharing your feedback. We're sorry to hear about the frustration surrounding your order and understand how concerning it is when you're unable to locate a package you were expecting. After reviewing the tracking information, it appears the package was successfully delivered to the shipping address provided with the order. We understand that this may not have been the intended address, and our team is currently reviewing the details of your case to determine the best way to assist. In the meantime, we kindly recommend reaching out to the address where the package was delivered, if possible, to see if the order can be retrieved. Our team will also continue reviewing your case and will reach out to you directly as soon as we've completed our review. Thank you for your patience while we look into this further. Warmly, The Mellow Team 🌙