Turmerry.com Is The Best Luxury Source for 100% Natural Latex Mattress Toppers, 100% GOTS Certified Organic Cotton Mattress Protector Covers, Duvet Covers, Bed Sheet Sets, Herringbone Throws, Striped Herringbone Chenille Blankets, Kapok Pillows, Sobaka...
Turmerry (turmerry.com) has 292 customer reviews on Five Star Index, with an average rating of 3.9 out of 5.
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Diana C.
I purchased a king size pillow, medium firmness. The pillow is 6 inches longer than a king size pillow in the United States!!! It does NOT fit in any pillow cases. They refused to give me a refund. And as for a medium in firmness, It is as hard as a rock. Very disappointed in the service and the product. So I'm out $101.00
MIc
Do not buy from this company! The claim that too can get a refund however I tried to return an item twice. First they told me I could not return the item as I had to wait. So I complied and then by the time I was able to get around to the waiting period I was told it was too late. That are scammers and do not hold true to their policies.
Response from TurmerryNov 22, 2022
For our mattress and toppers we offer 120 days of trial, but we request to wait until 30 days to make a decision. It is clearly stated in the website on the return policy. If the customer comes to us anytime between 30-120 days we take care of the return. But once it falls way past the return window, we are unable to fulfill the request. Again, we as a small family run business, wants to make sure customers are happy and go beyond to make our customers happy in many cases.
Christine A.
This company has the WORST customer service. They do not respond to phone messages or emails and they never answer the phone. If you have any problem at all, it will NOT be addressed. I've never in my life experienced such awful customer service.
Response from TurmerryNov 22, 2022
We had some staff shortage issues in the past but we have been responding to each and every email, and any missed calls with voice messages. Please reach out to me through here and I will check what went wrong with your emails. However, I see some replied emails with this name beginning of October, and the emails marked as resolved so hopefully we have already taken care of your situation.
MJ
They do respond to email inquiries. I got the shredded latex pillow but it came with strong fragrance - like the fragrance from laundry and I wanted something. fragrance free. They did not mention on their Returns page that you will pay for the shipping label when returning items.
Response from TurmerryNov 22, 2022
Unfortunately, we have clearly stated that return shipping is on the customer unless items are defective. However, we recently revised our return policy for pillows to make it much easier and comfortable for our customers: (please always check the page https://www.turmerry.com/pages/shipping-and-returns for the most current policies) We stand behind the integrity of our merchandise, and if for any reason you are not fully satisfied with your purchase, you may return your unused merchandise, at your own expense, in its original condition within 120 days of your purchase date for an even exchange or a full item price refund. Pillows are returnable for refund as long as they have not been used or laundered, are scent and fragrance-free. If the product has been used, you can still get a store credit by following a donation process. When returning an item, you can opt for 110% store credit. Please note that you are allowed to return only two pillows per year. We see that companies who have higher priced products have a generous return policy while companies with lower prices do not allow returns when it comes to used pillows. We, as a small family run business, have a happy medium option for our loyal customers by offering affordable prices with a great return policy that works for all.
Lauren A.
DO NOT buy from this company they are so deceiving and greedy. I purchased a pillow thinking I would get a full return as said not he website, but it's a lie and they know they are deceiving customers. You actually have to pay to ship items back, but they do not put that on their website. They are omitting information to make money. I live in NC and the company is in NC. They charged me $20 to ship back the pillow I bought. DO not be deceived.
Response from TurmerryNov 22, 2022
Unfortunately, we have clearly stated that return shipping is on the customer unless items are defective. Customer also has the option to return using their shipping or to buy the shipping from us. However, we recently revised our return policy for pillows to make it much easier and comfortable for our customers: (please always check the page https://www.turmerry.com/pages/shipping-and-returns for the most current policies) We stand behind the integrity of our merchandise, and if for any reason you are not fully satisfied with your purchase, you may return your unused merchandise, at your own expense, in its original condition within 120 days of your purchase date for an even exchange or a full item price refund. Pillows are returnable for refund as long as they have not been used or laundered, are scent and fragrance-free. If the product has been used, you can still get a store credit by following a donation process. When returning an item, you can opt for 110% store credit. Please note that you are allowed to return only two pillows per year. We see that companies who have higher priced products have a generous return policy while companies with lower prices do not allow returns when it comes to used pillows. We, as a small family run business, have a happy medium option for our loyal customers by offering affordable prices with a great return policy that works for all.
Molly P.
The topper itself is fine, just very firm and I'd ordered soft, but the customer service is from hell. Zero attempts to actually acknowledge or solve the problem and a $59 return fee?! Ugh. I wish I'd never heard of them.
Michael G.
I'm really disappointed in their customer service. Actually, I'm pissed off. I asked for a refund after buying their most expensive mattress due to pain from the mattress firmness. The website states if I donate the mattress I can get a refund. Return policy direct from their website: "Turmerry All Latex Mattress consists of three 3 inch latex foam layers. If you let us know we can swap out one layer at no additional charge if doing so will take care of the support and comfort you were looking for. If you believe that is not going to make it work, then we can use our donation program and once donated we can get the refund processed. Please note once we swap out one layer to change the support and comfort, then you are still not satisfied you can return the mattress at your expense back to us for full refund." I even have an email from them stating I can get a refund if donated. A few days later they changed their response and said I had to ship the mattress back at my cost or I could try a thicker matress topper. Well the topper isn't working. In addition the site says you can get a refund unless you request a topper upgrade. Well they refuse your donation request and force you to get a topper. I know have two pieces of information that legally binds them to allow me a refund but, they won't give me a refund.... Stay away from this company!
Robert D.
I’ve been sleeping on latex pillows for the last 30 years. Personally I require a very soft, low density pillow. One that bends in half when you grab it by both sides in the middle and lift it up. Based on some of the positive reviews of this pillow I decided to purchase one. When I received it I took it out of the box examined it and put it right back in the box for immediate return. Why the pillow didn’t work for me: while it’s not a bad product in terms of quality it’s definitely not your old school latex pillow. -The plastic that it shipped in is very flimsy and if that box gets caught in the rain and that plastic rips the moisture will work its way in. -The cotton pillow protector covering the pillow is extremely sheer and not sufficiently thick. If you do like this pillow you will have to buy a proper pillow protector. -most latex pillows have very small air holes. This pillow has large diameter holes the size of pennies. So when you lay on the surface it doesn’t feel smooth, You can feel those holes against your face. -I purchased one low loft soft and another mid loft soft. Both pillows are incredibly dense and hard. They don’t bend at all when you pick them up from the middle. If they were actually “soft” as described I probably would’ve kept them in spite of the big holes. I ended up purchasing another pillow from Brooklyn bedding, which I found to be just perfect exactly like the old-school latex foam pillows. It bent in half when I picked it up and it came with not only one but two excellent pillow protectors. -The return process: they do not email you a prepaid return label. You pay for the return. They don’t answer the phone but they do reply to text messages and emails the same day. And they screen your return with specific questions regarding the use and condition of the pillow you are returning, which is reasonable. I recommend you use a carrier like UPS with a tracking number for your return. When I reached out to the company stating my item had arrived, The representative requested I send him the tracking number. Within three days I received a refund on my credit card. if you like a very firm pillow that’s closer to a memory foam that has no memory the pillow might work for you.
