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This business has 1 alert.
Alert
On February 1, 2017, BBB requested Pillow Company substantiate or modify claims made on their website which state; “Products are shipped from our warehouse in Phoenix, Arizona, within normally 2-4 business days. During periods of unexpectedly high order volume, shipping times can be delayed” and “Please be advised that shipping to the east coast takes 4-5 business days via UPS Ground.”
According to BBB Code of Advertising 1. Basic Principles of the Code;
1.1 "The primary responsibility for truthful and non-deceptive advertising rests with the advertiser. Advertisers should be prepared to substantiate any objective claims or offers made before publication or broadcast. Upon request, they should present such substantiation promptly to the advertising medium or BBB."
1.2 "Advertisements which are untrue, misleading, deceptive, fraudulent, falsely disparaging of competitors, or insincere offers to sell, shall not be used."
BBB requested Pillow Company substantiate these claims by providing clarification as to whether or not the pervasive shipping concern reported by consumers had anything to do with UPS or the Postal Service. If this was the case, BBB requested the business provide substantiation to show that the issue has been identified and they were working with UPS and the Postal Service to resolve the issue. If they were unable to provide substantiation, BBB requested the business modify shipping claims to include a disclaimer on their website disclosing temporary internal delays accompanied by a truthful estimate as to when consumers can expect to receive their order.
The business informed BBB that recent shipping concerns were caused by a temporary inability to source enough organic hull to keep up with consumer demand. In an effort to improve transparency with their consumers, the business agreed to modify their shipping terms to address the concern and inform their consumers of their resolution process. These modifications were not made and the business did not respond to subsequent notifications.
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