We used Pillow Profits for 3 years and pulled them a couple of months ago. It wasn't the pandemic, but that their customer service was just inflexible and rude most of the time. We had given them a second chance and done more than $100k in orders. For the most part, their items are decent, but their prices aren't competitive with several other brands that have better customer service. Shipping times BEFORE the pandemic were not consistent. Sometimes items arrived in 2 to 3 weeks and other times it took 5 weeks. If they want to continue to successfully work with US merchants, they will need to change their system a bit. Response times aren't great. And just overall not fun to work with. You can see, whomever is responding to poor reviews also has a very standoffish and aggressive way of handling constructive criticism. It's basically the same attitude you will get when dealing with their customer service with orders.
We have found much more success and profits with other companies.
I don't know man. Pillow Profits definitely has potential but my orders are not being shipped on time anymore. They take weeks to reply to a single email. I ordered a few products myself over 2 months ago but I haven't received my stuff and it still shows up as in Hawthorne. The last time they shipped any orders was on the 16th of June. My orders are overdue. I really suggest you guys hire more customer representatives. You guys are not only going to ruin small businesses but also yours. I get that there's a pandemic but the least you can do is hire more employees to answer our emails. Your customer service is awful. You guys should SERIOUSLY consider hiring more staff.
You need to contact me immediately I've been emailing you. You owe me 100S OF DOLLARS WHICH I NEED TO PAY FOR MORE FRIGGING PILLOW PROFITS ORDERS FOR CHRIST SAKE JUST PAY ME MY MONEY AS CREDIT.
Please contact me immediately on +64274779627
Southern Diva's Gifts
I have used this company for a year and am now pulling all items. The latest video on shipping delays is rude and condescending. I did a sample order on 05/19 between Pillow Profits, Teelaunch , GearLaunch, and Printful. The Teelaunch and Gearlaunch were processed and delivered in less then 3 weeks despite the Pandemic (Still waiting on Printful and Pillow Profits is stuck in customs). Reason for the other quick turn arounds is they are produced in the US. Pillow Profits is tied up with China,customs, etc...Loved the face masks but this will be over before my customers get theirs. They have some unique items but prices are too high for my market.
I'm feeling unhappy with this app. Many orders still in transit, even no tracking update after 30, 45, even 60 days. So much impact to business. Terrible.
During this period, almost all suppliers in China have shipping problems. I'm really not happy about the shipping time of PP but they are still trying to solve the problem with me, and I acknowledge their efforts.
Thank you for your understanding the current challenges. We appreciate and value your business!
TERRIBLE- stay away! Awful customer service, long production times then way they finally do send packages they are not getting to my customers on time. This has been a total disaster.
Your oldest order in our system went into production less than 21 days ago and all orders were produced and shipped out on time.
Our production times on masks are 3-5 days, and shipping times are currently 15-25 working days.
Your customers will receive their masks over the next 10-15 days as the packages make their way through the USPS system.
I have personally responded to your emails throughout the last two weeks and advised you several times to NOT sell and seek other fulfillment partners if you are uncomfortable with the production and shipping times that we currently have.
Okay I am starting to panic. As a new customer, they are providing me zero communication or feedback. I have place several chunky $$$ orders and I am experiencing what others are stating in the reviews. Pillow Profits... PLEASE don't let us down. We all understand the current situation but don't screw us by being "grossly" late and totally disappearing from the scene with no communications. PLEASE...
Received the reply - respectful and certainly understandable. I am totally sympathetic to the situation. From a customers POV, drop-shippers should understand - the oversees sources you choose to use and the shipping situations are an extension of your business. Just an opinion. But I understand and feel your pain.
We are here and your orders will be produced on time. I saw your orders were placed less than a week ago. It takes 3-5 days to produce the items you ordered, and our shipping for those items is currently taking 15-25 working days.
With our new shipping method, delivery times are consistent and there are no extreme delays .
Don’t be fooled by the recent negative reviews – these are mostly newbie users who signed up during the Covid-19 pandemic and don’t know how to handle their customers if packages are not delivered in 15-20 days.
We have been fulfilling POD orders for over 4.5 years. This health crisis will subside eventually and our shipping times will normalize as the global economy reopens.
Thanks for understanding!
I Love a Hangar
UPDATE July 11th:
Here is an example of a recent transaction I am trying to get corrected due to PP sending the wrong color shoe – twice. Despite me asking for shoes they keep offering a refund as “We are afraid that our production team might again missed the details due to volumes of orders that are lining up and they are dependent with the information that is showing in the system.” – this is VERY VERY VERY concerning if they cannot process an order to correct an error their system has generated. We are now verging on incompetence - I'll let you be the judge.
June 10 – I advised PP that customer received the wrong colour shoe again
June 17 – PP emailed: “We will further investigate this with our facility. We will circle back the soonest time we get the response from them.”
June 19 – PP emailed: “Would it be possible to send the picture of both items that your customer received (Old and new order). Our facility needs it for reference.”
June 24 – I obtained photos from customer and sent to PP
June 30 - PP emailed: “Thank you for the pictures. Our sincerest apology for the inconvenience this may have caused you. We would like to ask if a refund would be amendable to compensate the order. We are afraid that if we are going to process a replacement, our facility might missed to it again due to volumes of orders.”
June 30 – advised PP the customer wants the shoes they ordered asap and not a refund.
July 3rd – I asked PP for an update as have heard nothing
July 9th – I asked PP for an update as have heard nothing
July 11th – PP emailed: “We have received the request for the order. We are afraid that our production team might again missed the details due to volumes of orders that are lining up and they are dependent with the information that is showing in the system. This was also the reason that the replacement was also missed.”
I have no issues with the app itself. There has been one or two times where it wasn't uploading new designs but 24 hours later was fine. BUT, using the PP app you're designs will end up on one of these two sites:
I have raised it with them multiple times and nothing has been done (in fact it was initially said that it was my fault). I have uploaded designs to PP App and then imported to my store but then did not make the product live. I've then seen that same design in one of the above 2 stores. PP denied any security issues. I emailed PP again only last week and still no reply. There is either a security issue with the app between a store and PP app, or PP and the factories they use in China (which i wont name here). Pillow Profits, you need to get this fixed.
Update (June): rating downgrade to 1 star. During April as shipping started to get impacted I started to utilize the option in the PP app to upgrade the shipping for each order to express shipping (this was before PP automatically put them on express and raised prices). What i didn't notice at the time (and PP were oblivious to this aswell) was any Canvas Low/high tops that were black toe/sole were somehow changing to white when shipping was upgraded. I raised this with PP and was initially being told i was doing something wrong on my end. I provided them with video showing it happening they finally said there was a glitch. They then agreed that if the wrong show color was sent out because of this glitch they would rectify if we got photo evidence from the customer. This initially worked for the first 4 or 5 pairs of shoes that needed to be replaced but now I am waiting literally weeks for these exchange requests to be actioned ...and then it can take weeks again for the production of the replacement shoe. Meanwhile customers are flipping out firstly because they got the wrong shoe, and then secondly because the replacement is taking so long. i have one request i sent on May 7th ....still not in production. followed up June 6th, 14th, 22nd and nothing. I have another from April 10th and still not in production. When I look at all the shoes that have needed to be replaced, they are averaging 4 weeks from my request to PP to the item being noted as shipped. PP , you're starting to drop the ball badly.
Code Switch Brands
Full Disclosure: we opened our e-commerce store amid the pandemic...
Initially everything was going good. We were receiving tracking numbers regularly and the products were arriving in a timely manner. Then, all of a sudden, we stopped receiving tracking numbers. With customers thinking that our company was scamming them, we have fielded literally hundreds of emails asking where their product is. Finally, we receive all of the tracking numbers. Once I start investigating where these products are, I find out that the company is printing the shipment labels and holding the products in their warehouse. Eventually, they may use a DIFFERENT SHIPPING CARRIER than the original one that they began with and do not notify me at all. So, I have customers complaining that their product has been sitting in China for an undisclosed amount of time and then, all of a sudden it arrives via FED-Ex and I thought it was being shipped DHL. There is absolutely no communication. I have begun giving out refunds to customers and I would suggest that you (reading this) do what I am doing and start filing claims with paypal and your credit card company.