The Pillow Home Reviews 

The 90 day warranty, while good to try and see if the pillow is effective for your needs, is basically unusable. I purchased a pillow for $75, it did not help my particular situation so I followed the process to return. They require a return to China, which for a 2lb item costs $96, so obviously people are not going to chance that they might get back a refund when it costs more to ship that the original price. I asked if there was any thing else that could be done/offered and was told that their New Mexico address is on administrative and produces go back to Jiangsu Province China. I would not buy again from this company

Recommended by a friend! Excited to try the product

Completed my order with a quick and satisfactory result.

Web site really easy to negotiate. Haven’t actually received the neck pillow yet, fingers crossed it lives up to all expectations

Order process is very smooth and user friendly.

I found a lot of information available as I was checking the website. It was very easy to navigate.

My experience with The Pillow Home has been extremely disappointing from start to finish.

I purchased a pillow because the website advertised delivery within a timeframe that was essential to me. The pillow was urgently needed for a patient, who had recently suffered a stroke. Had the advertised delivery date not been a deciding factor, I would never have placed the order.

Before the promised delivery date had even passed, the company emailed admitting they were experiencing significant delays due to increased demand. Their own tracking information showed the parcel was nowhere near being delivered within the timescale originally advertised.

As soon as it became clear they would not meet their advertised delivery commitment, I contacted them and asked them to cancel the order because I had been forced to purchase the pillow elsewhere. Despite having advance notice that I no longer wanted the item, they refused to cancel it, claiming it had already been handed to the courier.

They then insisted that I should accept the late delivery and, if I wanted a refund, pay to return the item to their overseas warehouse. In other words, they expected me to bear the cost of their failure to deliver on time.

I made it absolutely clear, in writing, that I would not accept the delivery because it had become useless to me. When the courier eventually arrived a further 10 days later, I refused the parcel. I have video evidence showing that I did not accept the delivery and that the courier left with the package. I also contacted the courier directly and retained evidence of that communication.

Even after this, the company continued to refuse a refund unless I obtained confirmation from their courier that the parcel had been refused. I find this extraordinary. The contract with the courier is theirs, not mine. It should not be the customer's responsibility to investigate or prove what happened to a parcel that was never accepted.

Throughout this process, I found the customer service to be inflexible and entirely focused on quoting company policy rather than taking responsibility for a problem that arose from their own failure to meet the delivery commitment.

If you are considering buying from this company, I would strongly recommend thinking twice, especially if the delivery date is important or if you expect a business to take responsibility when things go wrong. Based on my experience, once they have your money, you may find yourself having to fight for a fair resolution.

08 August Update:

Even though I sent video evidence to The Pillow Home showing I did not accept the late delivery of the item, below is the message I received today, despite the message from their courier that I refused the delivery. The Pillow Home are now requesting for documentation showing I refused the item. Is a video with audio not sufficient evidence for a seller who does not intend to rip off its customer? The way this seller interacts with a UK customer, makes me believe I have no right to refuse to accept a delivery that is 3 weeks late for a timed delivery.

Mail from the Pillow Home (6.59pm 8th of August 2026)

Hi Joseph,

Thank you for explaining the situation and for providing the additional details. We understand your frustration, particularly since you ordered the item for a specific timeframe and have since made other arrangements.

We want to clarify that we are not withholding your refund. At this time, the order status shows as delivered, rather than refused or returned to sender. Because of this, we would need documentation confirming that the package was refused and taken back by the carrier.

If the package was in fact refused, once it is returned to our warehouse and received and inspected, we can proceed with the applicable refund. Unfortunately, we’re unable to issue a refund before the package has been returned to us.

We also want to be transparent that refused packages can sometimes become lost or damaged while being transported back to the sender. If the package does not make it back to our warehouse, we would not be able to process a refund for an item we have not received.

We understand that this process may feel unreasonable from your perspective, but the return of the package to our warehouse is required before we can complete the refund.

-- The Pillow Home

Mail from the Courier Company - Relay (8.14am 8 August 2026)

Hi Joseph

Thank you for your request to cancel order RELR4KXHTG2R.

We will notify the retailer of your return request and ask that they communicate with you directly regarding a replacement or refund. For any further updates or inquiries, we recommend reaching out to the retailer directly for a faster resolution.

Should you need any further assistance, please do not hesitate to contact us.
Best regards,
Maria
Relay Support Team

Best topper

Great communication when the order was delayed. Easy to track. Order process was very smooth

Quick shipping, reasonable price and superior product. I love the mattress topper.

Reviews of this product were excellent. Site was easy to use; no shipping cost.

It would have been nice to have known from the start that this product was being shipped from overseas. I was expecting a reasonable arrival date and have only received delay messages. They sent me an email, asking to give a review, but you can only get to this review site if you click four or five stars. Otherwise, clicking three stars of below sends you straight to the contact form on their website.

Easy to find exactly what I wanted. Timely shipping and good price.

Found everything I needed quickly

So far, the ordering process has been good, they keep you informed on the shipping status with tracking. It is shipped from China so it takes a bit, but you can watch it move through the system. Three days and its on an international flight.

Web site very informative and easy to order

Product info was very helpful. Site is super easy. Response is quick. Exceeded my expectations!