Pillow Profits Fulfillment

July 5, 2020

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.

June 7, 2020

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.

July 10, 2020

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.” Original Review: 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: https://merchfactory.store/ https://merchfactory.sale/ 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.

Feb. 25, 2019

This is a CHINESE supplier that takes WEEKS to fulfil orders and WILL NOT respond if you have any questions or problems. If customer service doesn't matter to you and if actually receiving the products you pay for isn't a big deal, you'll be happy with handing your money over to these people and never seeing it again nor having anyone care. STAY AWAY!

Oct. 2, 2018

Pillow Profits is not able to label the shipment adress correctly. Problems caused by this issue are being ignored and they are not replying to mails regarding this topic. They are also not able to provide proper shipping information to custom & tax authorities, this causes a massive delay. Here, support answers not to emails too. Support is only existing, if they can send auto mails or want anything from you. If you are based in the EU, hands-off Pillow Profits

April 23, 2018

Rubbish customer service, esp. from support call "Glen" no intention to improve, been with them for awhile, fed up and sick of inconsistent prints, crap quality products. Had one order during the holiday season last year - Express line item don't ship via express, msged them about it they won't refund and only will apply credit to your account. Do yourselves a favor, go to artsadd,com

June 7, 2017

Not at all what it is advertised to be. Do your research before installing this app. It's definitely not worth the $30 a month.

May 8, 2017

Great products. Shame you charge $30 before I could even try the app and see the products. If you allow 14 day free trail, that will work and I may just sell your products.

April 25, 2017

It looks like it would be pretty cool, but you can't even try it out without paying the $30 charge. Doesn't make any sense why they are charging a monthly fee. None of our other fulfillment services charge like that. I'm not sure what their base costs are, but I imagine you probably have to sell at least a few pairs of shoes just to break even on the monthly fee. No thanks