Luxury Purchase with customer service below WalMart
I returned my order of three pillows before it even arrived due to the unacceptable customer service I experienced.
I received an email on Friday stating the package had shipped, but as of 8:30 PM Tuesday, FedEx still showed that the carrier had not received the package. When I contacted their concierge (customer service), the responses came across as condescending rather than helpful, which was frustrating and disappointing.
For a brand that positions itself as a luxury product, I expected a much higher level of customer care. I would have called to escalate the issue, but there is no phone number listed on their website.
Since I returned the package unopened, I can’t speak to the product quality—only the customer experience, which fell far short of expectations.
Update: They signed for my return on Monday, and as of Saturday there has been no refund, no communication, and no acknowledgment—just silence.