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Update by user Feb 08, 2021
Company fixed the issue and I have been provided with product replacement. Customer support contacted me the next day apologizing for "the confusion" and giving me a return authorization label.
After they received the return, I received not just the 2 washcloths I'd asked to be replaced, but a complete four pack.
Very satisfied, but it should have been taken care of after the first email. Love those towels!.
Update by user Jan 13, 2021
The day after I wrote this review and sent another email to MyPillow, a different customer service person replied. She apologized for the previous customer service reply and sent me a return label.
I sent back the two (2) defective washcloths and received in the mail yesterday four (4) replacement washcloths.
All good here! Thank you, MyPillow for standing behind your product.
Original review posted by user Jan 04, 2021
I bought My Pillow towels. They are wonderful towels, but after using them, two of the washcloths started to unravel at the edges.
I asked Customer Service to replace them. The reply was that I would have to send back, at my expense, the entire set of towels and they'd send me a new set also shipping at my expense. They claimed that they didn't sell just washcloths, so they couldn't just send me replacement washcloths. That is a lie, as they do sell just the wash cloths on their website.
So I'd have to pay shipping both ways of a entire set of towels in order to get two defective washcloths replaced. I've had the washcloths for 4 months.
A Walmart brand washcloth would hold up better than this. When every other company is making it easier to return defective items, this company goes out of its way to make it nearly impossible to get satisfaction.
User's recommendation: While I do like their products and the towels are terrific, if something goes wrong their customer service and refund/replacement policy is terrible!
Preferred solution: Send me two new washcloths to replace the defective ones.
MyPillow Pros: Towels are just as advertised, Really soft and absorbent.
MyPillow Cons: Customer service, Replacement policy.
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