My Pillow
Note: I am not requesting a refund. I am requesting that they replace 2 defective pillow first, then I'll return the defectives.
This company has by far the worst (not interested in their customers post sale) customer service I have yet encountered.
I contacted the BBB (they have no authority to do anything except collect dues from businesses), but after two notes and two weeks, I got this response, which did satisfy me.
On March 22, the business provided the following information:
Thank you for contacting MyPillow. Unfortunately, the CEO of MyPillow does not make a practice of responding personally to each email MyPillow receives. Our understanding of your request is that MyPillow send out two new pillows and once you receive them you will send back those you are claiming as defective. This is not a viable business practice. However, should you choose to exchange your pillow (s) MyPillow is happy to make this concession yet we require that our customers send their products to us before we send the "new" ones out.
Eden's Response
1) When I contacted your customer service back on February 7th, I spoke with Kimmy (sp) who told me that if I send an email to Mike Lindell’s attention at [email protected] he will receive it.
2) Now, after 3 emails to you, and a second notice from the BBB, you finally respond with the same unacceptable solution. The fact that it took all this time to reply indicates your lack of concern for this customer who purchased your pillows in good faith.
3) Trusting your customer is in fact a well-known viable business practice.in the past, when I have had an issue with a product from a legitimate company, they would replace the item, and most often also include postage for the return. And, I can prove it, too.in all my dealings with other companies, I have never had to resort to contacting BBB until now with My Pillow.
4) I am not “claiming” that the pillows are defective. I am reporting that they are in fact defective—filler going flat causing me a pain in the neck each morning, a situation Mike Lindell guarantees won’t happen for 10 years. I have my pillows for under 2 years.
5) You want your customers to trust your advertising, but you don’t trust your customers to return defective merchandise after the replacements are received.
6) So, once again, I am not asking for a refund. If I was, then I could understand that you want the product back first.
My policy is this: replace the pillows. Upon receipt, I will determine whether or not they are acceptable, which I presume they will be.
I will then promptly return the original defective pillows to you.
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