Complaints

• Initial Complaint

  02/04/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed order for 4 pillows, credit card was charged $198.80 on 1/5/25 and product not received. I would like to receive pillows OR have card credited for this charge.

  Business response

  02/05/2025

  We greatly appreciate your patience and our sincerest apologies for any inconvenience this might have caused you. We have been experiencing a massive increase in demand for our Down Alternative Pillow - (Standard/Queen) and we temporarily ran out of stock. As per our fulfillment team, it will be back in stock in the next 1-2 weeks. Rest assured we are working diligently to replenish our inventory.
  
  Please confirm how you wish to proceed with this order in light of this delay, we understand if you no longer wish to wait and prefer to cancel your order. Your satisfaction is of the utmost importance to us, and we value your support of our business. Thank you for your patience and I look forward to your response. 
  
  

  Customer response

  02/05/2025

   
  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,
  
  **** ******

• Initial Complaint

  01/29/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  all were ordered on the same day with a delivery date of 5 -8 days Ordered on 1/13/25 today is the 1/29/25 with only the pillow cases arriving just 2 days ago.I have had no updates from the company and have written emails 3 times.

  Business response

  01/30/2025

  Hi ******
   
  We appreciate you reaching out to us here at FluffCo. We greatly appreciate your patience and our sincerest apologies for any inconvenience this might have caused you. We have been experiencing a massive increase in demand for our Down & Feather Pillow - Firm (Standard/Queen) and pillowcases and we temporarily ran out of stock. As per our fulfillment team, it will be back in stock in the next 2-3 weeks. Rest assured we are working diligently to replenish our inventory.
   
  Please confirm how you wish to proceed with this order in light of this delay, we understand if you no longer wish to wait and prefer to cancel your order. Your satisfaction is of the utmost importance to us, and we value your support of our business. Thank you for your patience and I look forward to your response.

• Initial Complaint

  01/27/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ordered 2 pillows and only received 1 . want to know when my order will be made right .

  Business response

  01/28/2025

  Hi *******
  
  We greatly appreciate your patience and our sincerest apologies for any inconvenience this might have caused you. We have been experiencing a massive increase in demand for our Down Alternative Pillow - (Standard/Queen) - 2 and we temporarily ran out of stock. As per our fulfillment team, it will be back in stock in the next 2-3 weeks. Rest assured we are working diligently to replenish our inventory.
  
  Please confirm how you wish to proceed with this order in light of this delay, we understand if you no longer wish to wait and prefer to cancel your order. Your satisfaction is of the utmost importance to us, and we value your support of our business. Thank you for your patience and I look forward to your response.

  Customer response

  01/28/2025

   
  Complaint: 22862836
  
  I am rejecting this response because: I just want my order to be fulfilled and get this over with.
  
  Sincerely,
  
  ******* *********

  Business response

  01/29/2025

  Hello, We have been experiencing a massive increase in demand for our Down Alternative Pillow - (Standard/Queen) - 2 and we temporarily ran out of stock. As per our fulfillment team, it will be back in stock in the next 2-3 weeks. Rest assured we are working diligently to replenish our inventory.
  
  Please confirm how you wish to proceed with this order in light of this delay, we understand if you no longer wish to wait and prefer to cancel your order. Your satisfaction is of the utmost importance to us, and we value your support of our business. Thank you for your patience and I look forward to your response.

• Initial Complaint

  01/24/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company took the money $166.59, from my account on 12/31. I did not get the pillows they sold me. This was on ******** and giving them a BAD name for ordering from. This is not the 1st time I ordered from a ******** ad and did not get my product. BUT it is the last. I would appreciate it if there is anything you can do about it. I would either like to get my pillows or a refund. Thank-You

  Business response

  01/25/2025

  
  We appreciate you reaching out to us here at FluffCo. Our sincerest apologies for the delay in fulfilling your orders as we have been experiencing a massive increase in demand for our Pillows and we temporarily ran out of stock. However, as we have already replenished our stocks and I have filled a request with our fulfillment team to process and ship your order. Due to this your order number will change. Your new Order ID: #*****
  .
  You will also receive an email from us with your tracking number once we have them available. Thank you for choosing FluffCo as your pillow of choice.
  
  If you need further assistance, please let me know. Have a nice day! 

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a fluff co zen king pillow on 12/11/24 along with two pillow cases. To date I have only received the pillow cases. I wrote to them, because there is no phone number attached to this business, and I just get someone named ****** who states things are on back order. There is never a time when this issue will be resolved. Ive written at least 8 times. Now they are still online selling pillows which seems to me if you cant fulfill present orders why are you still taking orders. Please advise,***** *******

  Business response

  01/18/2025

  Hi *****,
  
  We appreciate you reaching out to us here at FluffCo. We are sorry to hear that you want to cancel your order. I've gone ahead and cancel your Order ID:  ***** as per your request. Refunded payment are refunded back to its original payment source.
  
  Please allow a minimum of 3-5 business days for your refund to be processed by your financial institution. We usually see refunds process within that time. However, we have seen some financial institutions take 8-10 business days to process a refund and for it to be reflected on your financial statement. If you require any further assistance or have any questions, please do not hesitate to contact us again.

• Initial Complaint

  01/10/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On December 23, 2024, I ordered two pillows from Fluffco. My card was charged on December 25, 2024. As of today, January 9, 2025, I have no received my order and I have had no contact from the company. I want to know when I will receive my order. Otherwise, I will contact my credit card company and dispute the charge.

  Business response

  01/11/2025

  Hi BBB / ******* -

  We apologize in the delay in fulfilling your orders as we have been experiencing a massive increase in demand for our Pillows and we temporarily ran out of stock. However, as we have already replenished our stocks and I have filled a request with our fulfillment team to process and ship your order. 

   
  Estimated ship date :Monday, January 13, 2025
  Latest delivery date :Tuesday, January 14, 2025
   
  You will also receive an email from us with your tracking number once we have them available. Thank you for choosing FluffCo as your pillow of choice.
   
  If you need further assistance, please let me know. Have a nice day! 

  Customer response

  01/13/2025

   
  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,
  
  ******* ******

• Initial Complaint

  01/10/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered 5pillows and 2 pillowcases from Fluffco. On December 26, 2024 I was charged on my account $58.31, $200.65, $26.99. I have yet to receive my order. I have tried to call and email Fluffco but no response.

  Business response

  01/11/2025

  Hello BBB / ***** - 

  We want to apologize for the delay in fulfilling your orders as we have been experiencing a massive increase in demand for our Pillows and we temporarily ran out of stock. However, as we have already replenished our stocks and I have filled a request with our fulfillment team to process and ship your order. Due to this your order number will change. Your new Order **************. 
   
  Estimated ship date :Tuesday, January 14, 2025
  Latest delivery date :Wednesday, January 15, 2025
   
  You will also receive an email from us with your tracking number once we have them available. Thank you for choosing FluffCo as your pillow of choice.
   
  If you need further assistance, please let me know. Have a nice day! 

• Initial Complaint

  01/06/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered two firm down pillows and two hotel pillowcases, order *****, on October 10, 2024. Have not received these products. Reached out to the company. They said they are back ordered and I should receive the shipment soon. It is now January 5, 2025 and I still have not received the products.

  Business response

  01/07/2025

  Hi BBB/*** - 

  May I have the email address used in purchasing from FluffCo? I tried to search for name but it showed several results and just wanted to make sure I am looking at the correct account.

  Thanks!

  Customer response

  01/14/2025

   
  Complaint: 22770038
  
  I am rejecting this response because:order #Gfluffco13926 confirmation dated October 10, 2024 had my name, ****** ********, on the credit card for payment and billing/shipping address on the request for order ($128.00 + 4.99 for 2 hotel standard/queen pillowcases ($29.00) and 2 firm down feather pillows ($99.00).

  I emailed the company for an update.  Catie (FluffCo) representative responded on October 24, 2024 that they have experienced a massive increase in demand for the pillows due to a Good Morning America advertised special on their products.  She said "as per her fulfillment team" my requested products would be back in stock in 1-2 weeks.  I responded that I am willing to wait for the products to be shipped to me in 1-2 weeks.  However, I am still awaiting the products as of January 14, 2025.
  
  Sincerely,
  
  *** ********

  Business response

  01/15/2025

  Thank you for getting in touch. We want to thank you from the bottom of our hearts for communicating with us. Recently, weve experienced an overwhelming surge in demand after our pillows were ranked as a Top 15 Pillow on ****** and named ***************** Pillow of 2024. This incredible recognition has taken us by surprise, and while we are so grateful, it has temporarily caused delays in our shipping schedule.
  
  It would go a long way in supporting our business if you held onto your order, but we completely understand if you need to cancel for a full refund. We are a small, US-based business committed to providing the best quality products for our customers, and your understanding means the world to us. Your pillow is expected to ship within the next 1-2 weeks if you can hang on. Were working 24/7 to get your order out the door as soon as possible.

   

  Please let me know how you wish to proceed
  
  Appreciate your patience and understanding. Have a wonderful day!
  
  

• Initial Complaint

  01/03/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I found a company on FB called FluffCo who advertised hotel style pillows. I ordered two regular/queen pillows on January 1, 2025. I placed them on my credit card. I only received an Order Summary which showed the ordering of two regular/queen pillows for $89.00 and the company adde Hotel Pillows- 2 Extra Pillows (King) to the Order Summary for $79.00.I attempted to try to contact the company to cancel the two Extra Pillows but there was not phone number and only an email address of HelloFluff.Co which according to ****** email is not a valid email address. I contacted my credit card company to get a new card and start an investigation when the charges posted. A service *** gave me the phone number ************ which I called and the only message was email to HelloFluff.Co. I wrote another email to that address and ****** again said it was not a valid email address. My credit card company is investigating at this time.I never received an email showing a receipt, an estimated date of delivery, or what company would be delivering the pillows. Usually when and order is placed with a legitimate company you receive all of this information. Also the phone number the credit card company has only gives the non valid email address to contact the fraudulent company.This is a fraudulent company and a bunch of thieves.. They need to be stopped. Please do something about these horrible people/companies.

  Business response

  01/07/2025

  Hello BBB / ***** -

  This is in response to Complaint #: 22762121. We confirmed the receipt of the order. We greatly appreciate your patience and our sincerest apologies for any inconvenience this might have caused you. We have been experiencing a massive increase in demand for our King **** Pillows and we temporarily ran out of stock. As per our fulfillment team, it will be back in stock in the next 2-3 weeks. Rest assured we are working diligently to replenish our inventory.
  
  Please confirm how you wish to proceed with this order in light of this delay, we understand if you no longer wish to wait and prefer to cancel your order. Your satisfaction is of the utmost importance to us, and we value your support of our business. Thank you for your patience and I look forward to your response

   

   

  Customer response

  01/08/2025

   
  Complaint: 22762121
  
  I am rejecting this response because: I still have no information from the company about my order until I got the BBB involved. I do not believe I will receive these items. I want the order cancelled as soon as possible and my credit card charges dealt with appropriately. I have no way of contacting this fraudulent company. Please see that the order is cancelled and money returned. Thank you
  
  Sincerely,
  
  ***** *****

  Business response

  01/10/2025

  I have processed a full refund for the cost of your pillows. Please note that we do not refund shipping and handling fees, as these cover the cost of shipping your purchase. Refunded payment are refunded back to its original payment source. Please allow a minimum of 3-5 business days for your refund to be processed by your financial institution. We usually see refunds process within that time. However, we have seen some financial institutions take 8-10 business days to process a refund and for it to be reflected on your financial statement. You'll receive an email confirmation shortly.
  
  Should you need further assistance, please let me know. Thank you!

  Customer response

  01/11/2025

   
  Complaint: 22762121
  
  I am rejecting this response because: They are issuing an "full refund" except for shipping and handling! They didn't charge me shipping and handling yet they will deduct it from "full refund". I Never received any pillows from the company and they should refund the total amount charged to my credit card as follows:

  $94.10 and $83.52 for a total of $177.62. They never shipped anything and I should not be charged for shipping and handling!! This is another attempt to steal money from the consumer!! This is a fraudulent company and should be shut down so that other consumers are not sideswiped by these lying cheats. I want the total amount refunded to my card. They do not deserve shipping and handling money when they did nothing to ship or handle.

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

• Initial Complaint

  01/03/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered two pillows. Never received. kept emailing that they would be shipped in 1-2 weeks. Yet never shipped. requested refund. No response at all. But they sure do like to email me with ads saying order now in stock. Order ***** on 10/29/2024

  Business response

  01/07/2025

  Hello BBB / **** -

  This is in reponse to complaint #: 22760744. We greatly appreciate your patience and our sincerest apologies for any inconvenience this might have caused you. We have been experiencing a massive increase in demand for our pillowcases and we temporarily ran out of stock. As per our fulfillment team, it will be back in stock in the next 2-3 weeks. Rest assured we are working diligently to replenish our inventory.
  
  Please confirm how you wish to proceed with this order in light of this delay, we understand if you no longer wish to wait and prefer to cancel your order. Your satisfaction is of the utmost importance to us, and we value your support of our business. Thank you for your patience and I look forward to your response

  Customer response

  01/07/2025

   
  Complaint: 22760744
  
  I am rejecting this response because: this is the same response that I have been receiving since October.  Yet I still get emails daily that the pillows are in stock, ORDER NOW!  I would like the order cancelled and a refund processed.  Though I doubt either will happen.  I have emailed, called and the only response I ever get is the canned response on here. 1-2 weeks we are out of stock.  Refund my money!
  
  Sincerely,
  
  ******* ******

  Business response

  01/07/2025

  *******, we greatly apologize for the customer experience you have had. We have gone ahead and fully refunded your order and shipped you a pillow for free due to the issues with your order. Please let us know if we can do anything else. 

  Customer response

  01/07/2025

   
  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,
  
  ******* ******

*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. ↩