Sutera
reviews and complaints

When I purchased the pillows it was with a money back guarantee. However upon receiving and trying a pillow, it was difficult to contact the company. No response to my emails. When I found a number to call I was offered a 15% discount to keep the extra pillows I ordered. I repeatedly told him that I did not want to keep the pillows I would like to return them. After telling him I was upset with their satisfaction, guaranteed offer that they would not accept the return. He finally agreed to send me a return address for the remainder of the three pillows that have not been opened and I repeatedly explained to him they were not opened. It is going to take 3 to 4 weeks to get a refund I was going to order the shower stone, but upon this information decided to wait.

I made this purchase 11/2. I purchased Sutera pillows at, what was supposed to be, 55% off of one pillow. It charged me for 2 pillows at 54% off, charging me $34.97 each pillow. it was free shipping. They added $10.72 for tax. My total somehow came out to be $120.66. Not 10 minutes later, I am on the phone with customer sales and they are offering another 20% discount, but not letting me cancel the order. They are saying I can refuse the package and get 85% back because another 15% has to be paid for a restocking fee. I have worked in warehousing before and know that there is literally no way an order can be placed and pulled that quickly. I have told this salesperson, multiple times, that the total does not make sense, and he is even unable to tell me why I was charged an exter $36. I asked to speak to a supervisor and he said they were in a meeting, but then he was able to put me on hold and speak with upper management. Again, not 10 minutes before I made this call had this purchase been made. Then, looking on Complaintsboard.com, there are 195 complaints. I am requesting a full refund and do not want this product at all at this point. I have said that multiple times and am not going to buy from them again and suggest that nobody else do.

I ordered two shower mats online from Sutera on July 21, 2022 for $80.78, immediately deducted from my AMEX card.I instituted a live chat on July 23 because no email confirmation had been sent (as promised). I received an email saying there was no record of my order. I stated that they had my money and needed to find the order. After several emails back and forth, they found it and sent the missing confirmation that day, July 23. They said I would get a new email stating shipping and delivery information. No shipping email 7 days later; I contacted them again on July 30. Answer: "Now processed for delivery - waiting for tracking number." No shipping email after another 7 days, so I contacted Sutera again on August 6 for status. August 7 response: "Your concern has been escalated." August 8 response: "Working on it to resolve your concern." August 11 response: "Left the warehouse, waiting for tracking number." (See July 30 response)I have repeatedly asked for a delivery date estimate; always ignored. It has now been 22 days and I can't even get an estimate of when the product will be here - although they quickly charged my credit card 22 days ago. They are heavily advertising on *** but I've concluded that they can't deliver.

I ordered a pillow from Sutera Sleep at sleepsutera.com on October 26. I hadnt received a confirmation of my order through email or any other way so I emailed Sutera asking for a confirmation. On October 29 I received a confirmation of my order. On Nov. 2, 2021 I called to cancel my order since I had not received a shipping confirmation yet. I called and spoke with a representative and he gave me the run around. First he said he couldnt cancel it because it can e from a third party supplier so I asked for the third party suppliers which he would not supply me with. I said that I havent received a shipping confirmation so I should be able to cancel it. Suddenly he checked with his shipping department and they really fast emailed me a shipping email fed exed for tomorrow Nov. 3, 2021. Meaning they decided to ship it while I was on the phone with them. So they are claiming that I would have to pay to return it and pay a 15% restocking fee. I said then Ill just refuse the package and he said that I would still be charged a restocking fee. Thats bad business. I would like a total refund and no pillow from them.My order number with them is S2951667. My name is ***. Email address *** you for your help with this matter.

I have been flooded with Ads for this pillow claiming it is the best pillow for neck pain. I have 2 bulging discs in my neck and have had neck surgery in the past for a herniated disc. After seeing what felt like 100 ads for this product I decided to give it a try. I paid *** for the pillow- not bad on the price but then they tell you that the Sutera pillow is not effective unless you buy one of their pillow cases so thats another *** I spent. (You can easily use this with your own pillow case by the way). $10 to ship, when it took forever to get here. I tried this pillow for a week, each nights sleep worse than the last. I tossed and turned, woke up with horrible neck pain each day. The final straw- after battling a horrible nights sleep I woke up and cant even turn my head because my neck is so tight and I am in horrible pain. I contacted customer service about this issue to only find out their insane return policy is 25% money back for opened items. How could you possibly know if you like the pillow or not without using it first? Health and safety is a bad excuse for a horrible product they know people do not want to keep and this is the way to force people into keeping them. They left me no choice but to come here and warn others with actual real neck pain ( the people they market this pillow to ) that this is not the product for you.

On 1/22/22 I placed an order with a company on *** Dryer Woolies. Either their ad was misleading, or I was confused, regardless, when checking out I was never given a total charge until after they processed my order. I would have never checked out if I knew what they would be charging me. I instantly called their customer service phone number, their rep laughed at me and told me I will be paying that amount because its impossible to stop the order now. Then she laughed some more and hung up on me. I emailed trying to stop the order from progressing. No one responded. I messaged on *** and no one responded. I starting posting on their ad page and finally got a response. Initially they offered me $14.95 if I would consider keeping them. I told them I would like a full refund. Then I got an email saying they were refunding 50% of my purchase price, however, my paypal was credited $14.95. Then I emailed them and told them they offered me 50%, credited me $14.95, but I want all my money back, they have a 30 day guarantee. Now, they will not respond to any of my correspondence. Their ad led me to believe I would be paying $24, I was charged $74.76. Also, the ad was for a company called Dryer Woolies, my receipt was from EJM*Cleanomic and the credit to my account in the amount of $14.95 is from Sleepsutera. PLEASE HELP! Now, I cannot get anyone to answer any of their customer service phone numbers or respond.

I received a open, unsealed packaged pillow and I contacted the company regarding the issue but no reply. I then contacted customer service via phone and after a long frustrating call, I just requested a full refund with no interest to purchase from them again and they said they would send the refund request. I then communicated via chat to confirm and this I what I received- check below On Tue, Feb 22 2022, at 08:13 PM, Sutera Support - Sleep Sutera ?Hi ***,Thank you for contacting the Sutera Team.This email is a response to your concern via LiveChat.We do understand your concern. We apologize for the inconvenience this has caused you. We will now go ahead and submit a refund request to our accounting team. We will notify you via email once a refund has been processed.Please do not hesitate to reach out to us if you have any additional questions.Thank you,With still no refund, I emailed back on March 1st for update and received the reply on March 4th -below Hi ***,Thank you for contacting the Sutera Team.We have requested a refund back to the original payment method you used. Once the refund has been processed, you will receive a confirmation email. From the date you receive the email, please allow 3-5 business days for the refund to reflect in your account.Please do not hesitate to reach out to us if you have any additional questions.Thank you, To date, I have received no refund or reply.

I placed an order for two bath mats on 5/8. received a confirmation email that my order was being processed. I had not heard about the status of my order for several days, so on 5/16 I submitted an inquiry. On 5/17 I received a form response saying "As we checked, your order has already left our warehouse. However, we are just waiting for the tracking number to be reflected in our system. Once your Tracking number is available, our system will automatically notify you of the tracking information via email." So I waiting a few more days. On 5/25, I called their customer service. The representative literally gave me the same response as my preveious email, as if she was reading it word for word. I asked her where is this product shipping from. She replied, ***. So I asked her how long does it take for a product to ship from *** to ***, since I've been waiting 8 days and there still is not a tracking number for me to access. She replied that she does not know. So I asked her how long does it take for the tracking number to be be sent after the product has left the warehouse. She literally remained silent. She did not speak, nor apologize, or offer any explaination. She quite literally sat on the other end of the line quiet waiting for me to hang up. This is one of the worst customer service experiences I have ever had. I regret ever purchasing this product. It is not 5/31 and I still have not received my products nor a tracking number.

I placed and order for 4 pillows on 5/1/2022 and paid using PayPal. On 5/3, I contacted Sutera to correct the zip code on my order because it was auto filled in the shipping section by PayPal. At this time I was told they would not correct the zip code because it had been sent to the shipping department and I would have to wait until I received the tracking information to do so. I contacted them on 5/4 again requesting that they change it before shipping my order out because I would not receive my order if it got shipped to that address within that zip code. I was given the same answer. On 5/10 I check to see the status of my order. It was still showing unfulfilled. I again asked to correct the zip code, and notified them that I had not received the tracking information. I was told at this time that the orders would ship *** days, which is not what I was told when I placed the order. I was told I would receive my tracking information within *** hours. I still have not received it yet. I have tried every other day to get some sort of resolution with them, but get the same answers. They have not shipped my items, or sent me the tracking info if the have. I was told yesterday that my order has to be reshipped, and they couldn't expedite it. All of this could have been avoided if they allowed me to correct the zip code error right away, and if they would actually assist me by providing me the shipping information. I paid *** for my order, I want the products I ordered.

I placed an order for ONE pillow on 12/22. I noticed they added 2 extra pillows on to my order for an additional $70.04. I did not authorize the additional items. I emailed them within 5 mins of my order being placed. They sent me a generic email stating that Id receive a follow up email in 5-7 days. Ok 1/5/22, *** I could pay to ship them back and pay a minimum of 15% restocking fee. I responded and let them know that I did not order the extra pillows and should not be required to pay to ship them back or a restocking fee. They have not responded. I have also reached out to them via phone and *** DM as the person on their *** suggested when I wrote a negative review as a buyer beware so no one else has the same issue Im dealing with. I tried to resolve this through PayPal but they said it was not able to be reversed and I had to contact the company directly because I had authorized them to use my card for an order, thus giving them automatic authorization to my account. So basically they could charge me for whatever they wanted because I agreed to purchase from them once. I did want the original pillow. The issue is they added extra pillows that I did not want, did not order and cannot return now. So Im out $70.04 with no way to recover my money and return these pillows I DID NOT ORDER. The worst part is that their page says they are a Complaintsboard.com accredited company!

On 11/25 I ordered two pillows from Sutera and was charged for four pillows. I called right back after I saw the charge on my checking account and spoke to Belle, she told me I was not over charged so I explained I saw it on my checking account. She was so rude so I ask her to cancel my full order and give me a full refund. She said she would and it would take 3-5 Business days to cancel. I received an email on 11/25 regarding the amount of the two pillows I was overcharged for $67.75 showing the cancellation. I called back to Sutera regarding the other two pillows that I cancelled as well in the amount of $77.06 and was told they were already shipped out. I said NO I just ordered them and Belle canceled them five minutes after I ordered them so how could they already been shipped out, Belle said they could not stop the shipment. I have called five times each day since sitting on hold and after 5 times or so I finally get to speak to someone who answers and tells me I am getting my refund the day I talk to them but no refund has happen as of today 12/7. The other two pillows that were mailed I still have not received either plus I was told I would have to pay to have them sent back along with paying a restocking fee. I am trying to get back my refund of $144.81 but still no luck. Please assist me in getting my refund please! I have spoke to Belle, Aurora, Vane, JV with Sutera each one says the refund is going to happen that day but I still do not have my refund and , been on the phone each day and still no refund. Thank you

I purchased 3 pillows from Sutera in Dec. totaling approx $140. They were highly recommended from a friend. A few days later, I received an email saying you could purchase the same pillows and BOGO. I called the company to see if they'd honor the ad and receive the extra pillows, as my pillows hadn't arrived yet. *** told me "No" but that I could send the pillows back at my expense plus a 15% restocking fee. I told her I felt this wasn't acceptable. The company asked me for feedback about the phone call to which I explained my point of dissatisfaction. I didn't hear anything back so I reached out again thru live chat and also tried to call and couldn't get thru several times. I was able to get thru finally today and the man told me I could send the pillows back at my cost with the restocking fee. we went back and forth regarding my frustration to which he replies "Ok, here's another offer, I can give you 25% back and you keep the pillows" I replied "No, I don't want 9 pillows" So he came back and offered 50% and keep the pillows. I told him "No" I told him I wanted to talk to a supervisor. I asked about 75%, and at this point I don't want to keep one pillow! He put me on a long hold and said 60% and keep the pillows. I agreed but really feel cheated and disappointed about the "bartering" to get my money back. I don't understand why they couldn't honor the promo and save everyone involved time and extra money. It seemed very shady with the back and forth. I probably wouldn't trust this company again. I left the conversation saying I wouldn't recommend the products due to the haranguing of the support people. Also its not a way to treat people, especially new customers.

I had a chat conversation about the products with their chat team. The lady told me that the products were sturdy and came with a non-slip pad. These two products were called bath stones. After we chatted she set up the online email for me to pay by PayPal. I did. when they arrived they both appeared very flimsy and the mat they sit on did not look safe. In fact I have used that type of mat before for area rugs and they are not safe. Plus, one was dented and that box was shipped in another box to hide the dent on the bath stone box. When I contacted them they sent me an email that said I agreed to ship the items back at my expense or they would ship out another flimsy bath stone for the one that was dented. I never agreed to those return details. I do not buy from stores that will not back up their products and send me a return label. With this they said they would retun only a partial return of 50% from there I put in a request for full rerund from Paypal. I sent them all the information and email messages and then they took a long time to decide asked for more information and I guess I miss understood because I sent them the shipping labels from the seller to me and they wanted shipping labels from me returning the item (the seller said I agreed to pay). I let paypal know that I did not agree to pay for the return of the items as that would have been a deal killer for me. so *** sent a not to the seller the seller said they would refund 50% and I said no I want the whole 100% of $109.98 and I am more than happy to return the items if they will send me a paid return label. I have the boxes and I am ready just waiting for that label. Today I have been denied a refund because I wont pay for a return postage which would cost me about $50 because the boxes are so big. I am totally ripped off

Comapny advertised free shipping on *** ad, after deciding to try the product, I was charged shipping.The product was *** and shipping was supposed to be free. I wa charged *** shipping fee. I made several attempts to contact customer service and sales division from their offered phone numbers that were nothing more than an answering machine. I made attempts for four to five hours after the purchase was initiated. No actual customer service. That night(last night) about 10 hours after the initial purchase i received an email claiming they had shipped item and while they will send me a rebate for the shipping, they could not stop the transaction as it had been shipped, less than 7 hours after sale was made. The email showed inner contact in the company several hours before they emailed me it had shipped. As if they streamlined the shipment to shove the purchase down my throat. No shipping notice.Today I received a shipping notice. I am blown away they can get away with this. They're purchasing platform was set up to collect shipping even though they claimed free shipping if ordered that day. It is an obvious scam for shipping fees. I want my 52 dollars back, I don't want their product. I want them to stop charging people shipping hoping they will not notice! They claim I will get a rebate for the misteak of charging me shipping. But I have not received it and will be surprised if I do. They asserted I should try the product for 30 days using their 30 day return, which is clear on their site that if you open the package, they will not accept the product in return. This is not a Complaintsboard.com business. It is likely a legal scam. I certainly feel scammed. Now I have to not only be out 52 dollars until whenever, I fear I will never see my money back. Nothing about this company seems on the up and up. Starting with their fake customer service hours...The entire thing is not above board.

Initially placed an order via a *** account and accidentally placed an order for additional promotional orders/pillows and pillow covers as well. Shortly after placing the order, I immediately called and asked for the additional items to be canceled as I did not need the extra pillows. The phone call was recorded and sent to me via an email. I was advised that it would be taken care of and that someone would get back to me within a day. A few days past, no one contacted me and I again called their customer service number and no one answered. I again checked on the order via a email follow up and was told that it was up to the delivery services and that they had sent the order.A few days pass by again and the 4 pillows were received but the pillow covers were missing. I again sent an email and that I needed to get return instructions as I did not care for the product. It was nothing like as it was being advertised. No email was returned on my concerns and I called the customer service number again. After several attempt, a representative asked about my concern and told me that i would get a email on how to return the items. None of that happened. No email was received. After a total of 7 calls, I spoke to someone who offered me discounts and partial refunds, just to keep the pillows. After trying to explain that the entire process was very poor, that the product was not to my liking and that I did not wish to accept the partial refunds while keeping the products, I was told that I would be personally transferred to someone else who would help me. I got hung up on again. I also attempted their chat services but no one answered. It has been a very hard and disappointing experience and I have yet to get instructions on returning these items, nor did I get my money back. Please assist. I want my money back and advise on how to further proceed. This place of business seems like a scam to me. Thank you.

I received a promotional ad for the pillow. Clicked on link - 55% discount and free shipping with a timer counting down. Pillow regular cost is ***. Since I have MS I thought this might benefit me, so I clicked through, paying with PayPal. Very surprised when I immediately received a notice of a $70.28 PayPal charge. Immediately called *** to question charge and cancel order - within an hour or two of the order. I was told the product was already being prepared for shipping at their 3rd party shipper and could not be cancelled. I would have to wait till the product was delivered and return to get a refund. I believe this is a classic example of bait and switch. I did not get the promotional 55% nor free shipping. After multiple attempts to get a refund I received an email with a tracking number. Upon checking tracking the merchandise had not yet been received at the shipping *** center. This message was still in place YESTERDAY! when the package finally was delivered. I immediately wrote an email to *** requesting directions for returning.No response. Today I went to the homepage, logged in, and after clicking on the return, was informed I need a RMA number and further instructions. I have not opened the box since the item arrived. I just received the return instructions. I HAVE TO RETURN AT MY OWN *** PAY A 15% RESTOCKING FEE. "Before you return the item, we'd like to extend an offer of a 50% refund to keep the item instead of hassling with returning the item." I have read others remarks after doing business with this company - it would seem that others have had a common experience. I find it "interesting" the verbiage used in their return instructions - the use of the word "hassling" implies they are making any return difficult. I have supporting emails if required. I am not complaining about the actual price of this pillow. The promotional discount/free shipping were not applied.

Sutera LLC Failing to Honor Satisfaction Guaranteed Policy, Ignoring Jan 28, 2022 and Feb 4, 2022 Requests for Return of Four Unused, Still Plastic-*** Appears to Be Running Out Clock to Make a Refund on the Balance [after Sutera Does Its Math] of The Purchase $ *** that Arrived on January 12, 2022 01.04.2022 Placed Order for Four (4) Sutera Pillows $*** on 01.12.2022 Two Shipping Boxes Arrived Each contained Two Sutera Designer Boxes Each plastic-wrapped pillow was inside inside its own Sutera Box We have NOT removed any of the Four Pillows from their plastic wrappers because Three of the pillows arrived neatly packaged and have the same look The 4th pillow was not packed like the other three, and its plastic wrap arrived torn 01.13.2022 I e-mailed Sutera and supplied Images of the issues The two [2] pairs of pillows were to be gifts for two different couples I contacted Sutera to request a replacement for the 4th pillow 01.13.2022 We received an auto reply ... Please do not email us multiple times, if you are receiving this email you can be confident we have an open support ticket and we will respond to you... 01.27.2022 *We waited.Finally, Sutera replied and 01.28.2022 Sutera did not cooperate with return authorization for return and replacement As compensation... We can process a 15% ($28.41) refund of the total order amount ..." As per Sutera's Satisfaction Guarantee, I asked, instead, for an RMA number and Two (2) Return Authorization Prepaid Pre-*** Labelsone Proper Return Label for each of the two Shipping Boxes. Then the Return can meet well Sutera's 30-day return deadline. Sutera can issue a prompt Refund for the *Balanceon Order S-------- and make good on their compensation offer in a better way that is fair to Sutera and to me for the return of Four Sutera Pillows that remain unopened, unused, and intact in their plastic.