PluflReviews of weareplufl.com

Super helpful customer service and quick to respond to concerns.

I ordered a Hugl™ Cooling Body Pillow to be delivered to me in the UK. It was offered with a free blanket. I received the pillow but not the blanket. When I contacted customer service I was initially told it would arrive separately. I then tried to order a spare cover for the pillow and the website would not allow me to do so because they do not deliver to the UK. Despite offering prices in £s and despite having already delivered the pillow to me in the UK. I have had a massive email exchange with the customer service people at this company, including Noah who is apparently the owner. Eventually I was told that 1. They can't deliver to the UK and 2. I won't be getting the promised free blanket but he did offer me a 10% refund as goodwiil after I complained a lot. I waited for the refund in vain and then realised that they had actually sent me a discount code for 27.61 dollars which was due to expire at the end of February and which I couldn't actually use BECAUSE THEY DON'T DELIVER TO THE UK!!!! When I pointed this out and asked for an actual refund, Noah responded: "The discount that was issued is unfortunately not applicable to your current order and is valid only toward a future purchase. It is not able to be converted into a refund to your original payment method." So I am giving this review to warn potential customers that the customer service from this company is non existent. The Hugl pillow is a fantastic product but if you need backup service don't hold your breath.

Everyone on the pluffle team was so helpful finding out order for us and kept in touch!

Updated February 27, 2026 - after posting my original negative Trustpilot review a lady from a Plufl contacted me to make the situation right. We discussed and she was very proactive to take the steps necessary to provide an improved customer experience. My free cooling blanket was delivered today. So if you are having problems try and reach out to Victoria in Marketing, she’s new at the company and trying to right the wrongs of the past. Hope the company is headed in a positive direction and will provide excellent customer service going forward for everyone that orders. Updated my stars from 1 to 3 since she was able to fulfill the order, but given the time since initial order I can’t give any more stars.

Updated Review: 4/3/26 I’m updating my original review to reflect the full experience. Following my initial post, a member of the marketing team reached out and worked to resolve the situation. I did receive a replacement pillow, which is better suited for my height, along with the previously missing blanket. However, the overall experience remains mixed. Resolution was initiated only after a public review was posted, which suggests a reactive rather than proactive approach to customer service. In addition, prior communication indicated the blanket had shipped separately, but it ultimately arrived bundled with the replacement—highlighting a lack of consistency in the information provided. While I appreciate the effort to make this right and the improved product fit, the end-to-end customer experience did not align with expectations. There is a clear opportunity to strengthen communication and service responsiveness. These are also solvable challenges—there are many readily available tools that can be easily integrated to track customer issues, monitor interactions, and ensure timely, consistent follow-through. Original Review: I’m really disappointed with my experience. The pillow ended up being too short for me (I’m 5’6”), and you can’t return it once it’s opened—something you don’t truly know until you try it. On top of that, there was supposed to be a free blanket included with my order from last fall, and months later I still haven’t received it despite repeated assurances that it’s coming. At this point, the whole experience feels misleading and very frustrating.

Ordered on 12/16/2025, shipping confirmed in time for Xmas. I honestly forgot all about it until I got an email on 01/27/2026 stating it was ready for shipping. The company refused to cancel the order. Still has not arrived as of 02/04/2026 so I can't even comment yet on how fun and efficient the return process is going to be. Can't comment on the quality of the product that has never come. They did send me another email that said if I buy another product off of their Amazon site and leave them a good review they will reimburse the price of the additional product, so I go that going for me. They are claiming competitors who sell knockoffs are leaving them fake bad reviews...don't think so. Buyer beware of this company.

Was not a happy camper at 1st... but recieved email back from rep of company named Victoria. Who turned it all around for me. The pillow it self is great very soft and comfy..just had some issue with delivery. But Victoria made everything right..was very attentive and listened to my needs and expectations of the company. Offered me reslove and followed through!! Thank you!! 💗

If I could give this company a zero, I absolutely would. The “person” you get when you email the help email address is either 100% AI, or just completely unhelpful and unwilling to resolve anything. I reached out asking to have my order canceled, after I noticed the order hadn’t even been processed 5 days after I placed it. I was offered either 8% off if I kept the order (which is an absolute slap in the face) or the option to cancel. I continued to ask to cancel my order and to receive a refund. The next notification I received was a shipping notification and tracking number, NOT a refund. Now that they’ve shipped it out AFTER I had explicitly told them I wanted to cancel the order, they’re saying that their returns aren’t free and I would have to cover those expensive myself. I am unbelievably disappointed and angered by the absolute lack of responsibility this company is willing to take to correct their mistakes. No customer should have to assume a company’s mistakes and take on the financial liability of such an expensive product that they have mishandled. This has honestly been one of the most horrible experiences I have ever had with a company.