Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a SootheSerenity Ergonomic Cervical Pillow with heating which did not serve my purpose (made my neck pain worse). When I tried to return it for a refund based on their "HASSLE FREE RETURNS, No-Questions-Asked-Guaranteed" policy emblazoned on their website, they refused to honor their return policy

  Business response

  02/04/2025

  Dear Ms. *****,
  Thank you for contacting us, and we appreciate you bringing this matter to our attention through the Better Business Bureau. We understand your frustration regarding our return policy and want to address your concerns directly.
  As we explained in our previous email correspondence, while we advertise "Hassle-Free Returns," this statement is a general marketing term intended to convey the ease of our overall return process. It does not negate the specific terms and conditions outlined in our full Refund Policy, which is accessible on our website at **************************************************** This policy details specific exceptions and conditions, including those pertaining to hygiene-sensitive products like pillows. We believe it's important for customers to review the full policy before making a purchase, and it is linked on the website.
  We understand your interpretation of "Hassle-Free Returns" and acknowledge that the phrasing could lead to misunderstanding. We are reviewing our website messaging to ensure greater clarity and avoid any potential confusion in the future.
  Regarding your specific request for a full refund, as previously explained, our policy for pillows, due to hygiene concerns, only allows returns within 7 days of delivery. As your purchase exceeds this timeframe, we are unable to offer a full refund. However, as we offered previously, we would still like to offer you store credit as a gesture of goodwill.
  We value your feedback and are committed to transparency in our policies. We regret that we could not meet your request for a full refund in this instance, but we hope you understand our position regarding hygiene and our clearly stated return policy.
  Sincerely,
  The JustStroll Team

  Customer response

  02/04/2025

   I am rejecting this response because:
  Just Stroll needs to honor their Hassle free returns guarantee, accept the return of the pillow and provide a full refund.
  

  They have admitted that they have misled customers about their return policy which, as demonstrated by my experience, is anything but hassle free. They are defrauding the customer. The Hassle free guarantee policy is easily one of the first  things seen when you visit the JustStroll website. As such, it is dishonest to not honor the policy that they advertise with the excuse that there is some other return policy (not so easily accessible) which is not hassle free and  conflicts the advertised “hassle free return…” policy statement. 
  I wonder how many other customers have been deceived and defrauded

*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. ↩