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  • I placed my order on 10/13/14. Not having received a shipment confirmation, I sent an email to Customer Service on 10/23/14. On 10/28/14 I called and left a detailed message. On 10/29/14 I called and once again did not get through. In the process of filing a credit card dispute, I obtained a more direct number for them. I was told that a new employee had put my item on the wrong line and that it still hadn't even shipped yet. The woman on the phone was very nice and customer-service oriented, which is why this review is two stars and not one. She provided a $20 gift certificate and free priority mail shipping for my item, along with a refund for the original shipping method. I finally received my order on 11/4/14, two business days later than I was told it would arrive. They didn't refund the shipping as they said they would, and since 11/3 I have been once again trying to get a hold of them. I went ahead and filed a credit card dispute for the shipping charge. I'm happy with the pillow, but the overall experience was frustrating. These delays are not justifiable for an online business in 2014. Though ultimately the customer service ended up being good, it shouldn't have gotten to the point of needing to file a credit card dispute. They should have contacted me, not the other way around, and they should have shipped the order long before I even contacted them in the first place.
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