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They offer a 30 day return policy but fail to be transparent with saying they ship the item from the US but returns are inly accepted at their Lithuania address. Misleading as you pay $8.00 shipping to receive and priced at $150.00 for shipping to return. Call customer service and just keep reading a script. Ask to speak with supervisor and they say they will call you back. Surprise...they never do. My options are to keep smaller than standard size awful pillow and be our $113.00 or ship back at cost of $150.00 and will likely not even receive refund and then be out $263.00. WORSE COMPANY EVER!
I have emailed as advised plus called, still no resolution. They continue to read a script about having to return product to Lithuania or donate my refund and keep the product. What? No I want a full refund and not keep this awful product.
Update - received email from customer service. Only option to get refund is send product to Lithuania. Ridiculous!
I encourage everyone to go to the Better Business Bureau. I am also going to the news stations as they have a segment that looks into companies who are awful like this one.
Lorne M.'s review of Derila earned 3 Very Helpful votes
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Hi,
We apologize for the unpleasant experience you had with us. We wish to put things right for you since we recognize that you had a horrible experience.
To better understand what went wrong and how we can do better moving forward, we would be happy to discuss the specifics of the situation in greater depth with you.
Kindly get in touch with us at support@derila.com.
We would like to hear from you and are committed to providing top-notch customer service.
Warm regards.
Customer Support at Derila