“Pillow very disappointing, looks and feels very cheap and lavender smell barely there.
My husband is not keen on lavender and he said he can't smell anything.”
Hi Julie,
We’re really sorry to hear that the lavender pillow didn’t meet your expectations. The lavender scent in the pillow is actually carried in microcapsules within the cover, which release the fragrance on impact. Giving the pillow a good rub or gentle squeeze should help release the lavender smell more effectively.
If that still doesn’t work, please feel free to reach out to us at hello@pillowworld.com, and we’ll be happy to look into this for you.
Happy sleeping 💤
“Not possible to leave product reviews so not confident that the product reviews on site are real. £120 Tempur pillow i bought is so bad i have to buy a new pillow”
Hi Wayland,
It is possible to leave product reviews, and we can see that you’ve left a review for this pillow separately.
We also want to reassure you that all of our reviews are genuine, as we value transparency and customer feedback.
We understand that pillow comfort is subjective, and we’re sorry this one wasn’t right for you. This is one of our best-selling pillows, but as per industry standards, we can’t accept returns on opened pillows for hygiene reasons.
Best wishes,
Pillow World
“I gave clear instructions for DPD to deliver to my safe place and they DID NOT now they’re taking it to a local shop which I don’t want to go to as I have issues with the shop and I think it’s out of order supplying safe place instructions when they do t follow I hope pillow world can ask DPD why they did this because I can’t reach DPD”
Thank you for your feedback, Lesley.
We can see that your order is now marked as delivered, and we’re really sorry to hear about the delivery issue with DPD. We completely understand your frustration, and we will reach out to DPD to investigate why your instructions were not followed.
Happy sleeping 💤
“No option to trial the pillows, no free return option and the postage was £8.99 to return them unused. Not great service and the pillows smelt toxic even through bags they came in. Plus the packaging was poorly wrapped. Went to Panda 🐼 in the end.”
I’m really sorry to hear about your experience, Leonora. We understand your frustration regarding the return process and the condition of the pillows.
As part of our health and hygiene policy, we can’t accept returns on opened pillows, but we do strive to provide full product descriptions and guidance to ensure our customers make informed decisions. Regarding the smell, it’s unusual, and we’d like to look into this further to make sure it doesn’t happen again.
If you’d like to discuss this further, feel free to reach out to our customer service team. We want to ensure your future experiences with us are much better.
Hi Catherine, thanks so much for getting in touch. When you order 2 or more pillows often the courier will spilt for consignment in their depot, sometimes this results in them delivering the 2 parcels separately. It should never take more than a day for them to deliver the other half of your parcel. I've asked a member of our customer service team to let you know when you can expect your last pillow :)
“I ordered some pillows n a Friday night then reealised l had. the wrong size l emailed them that night the following day and the Sunday and on the Monday no one came back to me and they delivered the wrong ones”
Hi Lesley, really sorry to hear you didn't get the pillows you wanted. We have checked our systems for an email from you but can't seem to find anything. Would you mind popping us an email to hello@pillowworld.com? We would like to make this right for you :)
Hi Elizabeth, so sorry to hear that you didn't love your new pillows. The pillows you purchased have amazing reviews, but we understand that comfort is personal. We hope you find your perfect pillows soon.
“Website was difficult to navigate through. First time I have ordered, would have hoped to be asked to make a review after I have received my order, not before.”
Thank you for sharing your feedback, Anjula. We apologise for the frustration with the website navigation, and we understand your concerns about the review request timing.
We’ll certainly take your comments on board to improve the experience for future customers.
Happy sleeping 💤
“Are these really Dunlopillo ? Not quite like any Dunlopillo pillows that I've bought before. I'm not sure these are made in this Country, as mine are. But then again you don't state that they are. They could be made in China for all I know. But Dunlopillo are a British brand, and are still made in this Country up in North Yorkshire. On opening the zipped plastic bag that they came in, and removing the pillows, there was a very unpleasant smell emitting from them. After leaving them out in the open for a week the smell is still there. I hope it will go eventually, no one wants a smelly pillow. My Dunlopillo's never smelt, and you can hand wash the laytex pillow by hand which is covered in a fixed cotton casing. These pillows have a cotton zipped pillow case covering that can be removed for washing, but not the actual laytex pillow. Also with my Dunlopillo pillows the laytex has smaller random holes, not set in rows as these clearly are. Not impressed, especially for what they cost.”
Hi Carol,
Thank you for sharing your concerns with us. We’re sorry to hear that you’re not fully satisfied with your pillows.
The Dunlopillo brand has expanded its range of products, and while we carry genuine Dunlopillo pillows, some may have different features or production methods compared to what you’re used to. This may include variations in the manufacturing location or design.
As for the smell, it’s not unusual for latex products to have a slight odor when first opened, but it should dissipate after a few days of airing. If the smell persists or is particularly strong, please let us know, and we’d be happy to assist further.
We understand the importance of being happy with your purchase, and we’re grateful for your feedback, which helps us improve.
Thanks for your feedback, Tim. We’re sorry to hear that the repeated code entry was frustrating for you. We’ll pass your comments along to the team so they can look into ways to improve the process and make your shopping experience even better in the future.
Happy sleeping 💤
Hi Michelle, thank you for your kind feedback! We’re thrilled to hear that your order arrived quickly and was well-packaged. We’re also glad you found plenty of options to choose from. If you ever need help with anything else, feel free to reach out!
Happy sleeping! 💤
Hi Liz,
I’m so sorry to hear you’re still waiting on the second part of your order. Our warehouse team has been informed and is working to resolve this for you. If they haven’t already been in touch, please don’t hesitate to call our customer service team on 0333 577 0146, and we’ll make sure this is sorted as quickly as possible.
Thank you for your understanding! 😊
Thank you for reaching out, Rhonda. We’re sorry to hear the pillow isn’t quite what you expected. Please get in touch with our customer service team, and they’ll be happy to assist you with the return process.
“Took a big risk really, ordering pillows online, bit of a silly idea, unless you know exactly what the pillow is like that you are ordering. I ordered 2, got a discount, I think I paid around £120 (which is enough to be honest), and they turned up ontime, packed in a black bin bag, but safely.. They both had their individual cases. I was quite excited, and looking forward to a good nights sleep.. Sadly, had no sleep, they were too hard, and felt quite hot.... I wrote and told them, and their answer was of course, 'sorry to hear you are not happy, but due to hygiene there is nothing we can do' or words to that effect.. so although I understand their reasoning, it taught me a good lesson.. DONT ORDER PILLOWS ONLINE!”
Thank you for sharing your experience with us, and we’re truly sorry to hear that you were disappointed with your purchase. We understand that ordering pillows online can feel like a bit of a gamble, and we regret that the Seriously Comfortable Cool Revolution Comfort Pillows didn’t meet your expectations.
We appreciate your feedback regarding the firmness and warmth of the pillows, as well as your comments on the packaging. While many customers find comfort in this particular model, we know that pillow preferences vary greatly from person to person. Unfortunately as you mentioned, due to hygiene policies, we’re unable to accept returns or exchanges on pillows, but we completely understand your frustration.
Your experience is valuable to us, and we will take your feedback on board to continue improving. Should you need any advice on how to adjust the feel of the pillow or have any further concerns, please don’t hesitate to reach out. We want to help in any way we can.
Hi Sandra,
We’re sorry to hear you haven't received updates about your delivery. Please reach out to our customer support team on 0333 577 0146, and we’ll help you track your order right away!
“Disappointed with my pillows order, it was not clear to me that I was expected to pay £59 00 for one pillow, in my experience I have never purchased one pillow, it always came as a pair.”
Hi Carol, thank you for your feedback. I’m sorry to hear you were disappointed with your pillow order. To clarify, the price listed for one pillow is £59, and just next to that, it shows that if you purchase two, the price drops to £47 per pillow. I understand how that could be a bit confusing. If you'd like further assistance, our customer service team would be happy to help—just give them a call at 0333 577 0144. We appreciate your understanding!
Hi Christopher, really sorry you are waiting on your order. Our Tempur pillows are incredibly popular and thus on a slighter longer lead time as detailed on the product page and on your order confirmation. We are working on despatching your order as quickly as possible.
Hi Kathleen, sorry to hear you didn't have a great online shopping experience. We've escalated your feedback to our customer services team, and they'll give you a call to sort this out as soon as possible. Alternatively, you can reach them on 0333 577 0146 or hello@pillowworld.com. Thank you for your patience :)
“The product was fine, but delivery was absolutely useless, cancelled once, then had to pester customer service for refund and replacement, Pillow World, change your delivery company, they are letting you and more importantly customers down”
Hi, thanks very much for the feedback. I'm really sorry to hear you were having issues with DPD and it made your Pillow World experience a negative one. We try hard to monitor and review every aspect of our customer service journey and unfortunately delivery couriers are the ones we have least control over. We take this feedback seriously and hope you next time shopping with us is a smoother one :)
Thanks for the feedback Julie, really sorry you weren't happy with your hotel luxury pillow. The Hotel Luxury pillow simply needs a plump and a shake every now and again to awaken :)
