Unprofessional, uncaring, and disappointing...

My aim is not to be petty or vindictive. I've just honestly never been so disappointed by a business before in my life.

I have back & neck problems, so I ordered 2 pillows from their website because they seemed to care so much about fixing back pain. Paid over R700. They arrived here just fine. The pillows are unfortunately rock, ROCK hard. We couldn't sleep on them at all and it just made my pain worse.

On their website they say: "Every one of our high-performance products is engineered to give you that elusive ideal – the perfect night’s sleep, night after night." That was the promise and that's why I bought these pillows. Sadly, this promise is false in my case because the pillows have made my neck pain worse. My physio also tested them and said they're unfortunately the worst pillows she's ever come across.

So I asked them for a refund based on the claims they make on their website. Especially because their website states: "We’re proud of our products and customer satisfaction legacy, and look forward to exceeding your expectations!"

It took them 3 WEEKS to reply after I had to ask them again to please respond to my previous email.

But they refused to refund my purchase and said they don't give refunds for products bought on special. It's disappointing, but I can understand this policy. They said they can only exchange my pillows for a different kind. I was grateful to at least get something back and not be stuck with these unusable pillows AND R700 less in my account.

I rep**** that I'll take the exchange for their other pillows. Gave them my address and all the details. And I haven't heard from them since.

After a month they STILL didn't respond and I emailed AGAIN asking them to please respond because I'm a paying customer and urging them to CARE about their customers as they so boldly claim to do on their website. It's been another month and I still haven't heard from them.

I just don't understand WHY they don't care! It's not hard! I'm a business owner myself and when someone is disappointed, you make amends and make it up to them. This is super unprofessional, uncaring, and disappointing behaviour.

I'd appreciate it so much if someone from Orthopedic Pillow & Mattress would respond to me. I didn't want to do the Hello Peter thing, but they've left me no choice.

I'm sincerely still open to work this out and give them a 5th chance to make things right. We all mess up from time to time.