Disappointing and very rude
Very disappointed in the response from this company when I asked for a full refund on one of their products. Did the right thing by my rights under Aust. Consumer Law and advised of unsatisfactory performance in one of their pillows, accompanied by photos. It had flattened and was causing me neck pain and headaches, as well as having become actually hardened as it flattened. I had purchased an identical pillow prior to this one and as I told Andrew Lawson I’d had no problem with it, but this one had definitely deflated (or whatever) and I couldn’t use it. I'd had the pillow only some months and it was outside their short 40 day or whatever warranty period, but CA advised if the product has failed a refund cannot be refused simply because a company’s warranty period has expired. If it is faulty, it’s faulty! Andrew’s emailed response was to deny that apparently anything could be wrong with their pillows, stating instead that "how the product is treated by the consumer is out of our control", thus inferring I was responsible (I had done nothing to the pillow whatever) and then raving about how wonderful their products are, how they'd never had a complaint in their entire history, and even complaining because I'd advised I'd contacted Consumer Affairs to obtain advice on my rights to request a full refund! That of course is my legal right to do, and this was only advised to him to save any ongoing dispute or argument about my having that right. He then told me "We feel we are not aligned and fall short of your expectations and therefore will not be able to be of service to you in future. While we understand your expectations, it is also our right as a business to choose who we do business with and will not process any future orders for you."! So now he was also inferring that my ‘high expectations’ were the problem! I realise sellers have a right to refuse customers if they wish; however, this was insulting, totally unnecessary, and the problem was not at all caused by me as a purchaser! I've always experienced, with refunds I’ve had to request from a few sellers, that they will request photos or return of the product, then pay the refund – however it seems Posture Form Pillows believe their products can never be alleged to be faulty or fail - and if you dare to say so you can expect to be banned from buying their products again! Very disappointing – but of course, after having received this sort of ‘customer service’ and attitude, I certainly wouldn’t want to buy anything from them again anyway. Plenty of other excellent pillow manufacturers out there, Andrew! (He did however end up paying the refund requested.)