The Plush Pillow  Avis 

Réponse de The Plush Pillow

31 mai 2026

Hi Susan,

Thank you for sharing your feedback. We are sorry your order experience caused frustration, especially with the delay at the time. Your order was placed during one of our busiest periods, when some orders took longer than expected due to higher order volumes and warehouse processing times. We understand this should have been communicated more clearly.

Since then, we have improved our order processing, stock checks, delivery updates, and customer communication so customers receive clearer updates from order to dispatch.

The Plush Pillow is an online store, and orders are processed through our trusted warehouse partners. Most orders are now handled within our stated timeframe, with tracking shared after dispatch.

Kind regards,
The Plush Pillow

Réponse de The Plush Pillow

31 mai 2026

Hi Carly,

Thank you for your feedback. We’re sorry to hear you were unhappy with your order.

To clarify, The Plush Pillow does not sell branded or licensed products. The product purchased from us was not advertised as a branded item, so it is not a counterfeit version of a branded product.

When you contacted us about your order, we asked for the item to be returned so we could review it and proceed in line with our returns process. The product was kept instead, and a payment dispute was later opened. The dispute was reviewed through the payment provider and resolved based on the order details and evidence provided.

We understand this was not the outcome you wanted, but we do need to follow our returns policy fairly for all customers.

If there is anything else you would like us to review, please contact us at contactus@theplushpillow.co.uk with your order number.

Kind regards,
The Plush Pillow

Réponse de The Plush Pillow

31 mai 2026

Hi Ally,

Thank you for sharing your feedback. We’re sorry to hear you were unhappy with your order and the experience you had with us.

To clarify, The Plush Pillow does not sell branded or licensed Infinity Travel Pillow products. The item purchased from us was not advertised as a genuine branded Infinity product, and we are sorry if the product title or listing created any confusion.

We understand you were disappointed with the quality of the items received. After you contacted us, we provided return instructions so the items could be sent back and reviewed in line with our returns process. Once the return was received and checked, your refund was processed.

We also understand the return process felt frustrating, and we are sorry you had to chase for updates. Since then, we have been working on improving our product descriptions, customer communication, and returns handling so customers receive clearer information throughout the process.

Kind regards,
The Plush Pillow

Réponse de The Plush Pillow

31 mai 2026

Hi Heather,

Thank you for sharing your feedback. We’re sorry your experience with us felt frustrating, especially around the communication on your order.

Your order was cancelled because the item became unavailable due to a stock issue. A cancellation email was sent, and your refund was processed in full. We understand you feel the updates were not received clearly, and we’re sorry this caused confusion.

We also understand how disappointing it is to place an order and then find out the item is out of stock. Since then, we have been working on improving our stock checks, order updates, and customer communication so customers receive clearer information sooner.

We’re sorry this was not the smooth experience we wanted you to have.

Kind regards,
The Plush Pillow

Réponse de The Plush Pillow

31 mai 2026

Hi Emma,

Thank you for sharing your feedback. We’re sorry for the confusion and frustration caused by the updates on your order.

To clarify, the email you received about choosing another item was sent in error and related to a different product. We apologised for this at the time, as it should not have been sent to you.

After this, your order was reviewed again and we found that the item you ordered was unfortunately out of stock. Your order was then cancelled and a refund was processed.

We understand this was confusing, especially after you had already received an order confirmation and then a separate email that did not relate to your item. We’re sorry the communication was not clearer and that you had to chase for updates.

Since then, we have been working on improving our stock checks, order updates, and customer communication so customers receive clearer information sooner.

Kind regards,
The Plush Pillow