Pilloway Avaliações 

Resposta da Pilloway

Há 4 dias

Hi Krichelle

We’re really sorry to hear about your experience. This definitely doesn’t sound like the experience we want anyone to have when ordering from Pilloway.

We’ve tried to locate your order using the details provided in your review, but unfortunately we can’t find any matching order in our system. The shipping timeframe you’ve mentioned also doesn’t appear to align with orders placed through our official website - 5-8 business days.

Unfortunately, we’ve recently become aware of a growing number of fake websites and advertisements impersonating Pilloway and selling counterfeit products. This has understandably caused some confusion for customers who believed they were purchasing directly from us.

Our only official website is www.pilloway.com.au.

Could you please email help@pilloway.com.au with your order confirmation or a screenshot showing the website you purchased from? Our team would be more than happy to check this for you and confirm whether the order was placed with us.

If it turns out you have purchased from one of these impersonating websites, we’re genuinely sorry you’ve been caught up in this. We’re actively working to have these sites identified and removed.

– The Pilloway Team

Resposta da Pilloway

Há 4 dias

Hi Krista

We’re really sorry to hear about your experience. This definitely doesn’t sound like the experience we want anyone to have when ordering from Pilloway.

We’ve tried to locate your order using the details provided in your review, but unfortunately we can’t find any matching order in our system. The shipping timeframe you’ve mentioned also doesn’t appear to align with orders placed through our official website.

We can also see that your review is from Vietnam - Pilloway.com.au does not sell to Vietnam. Can you please confirm if you purchased from Pilloway.com.au

Unfortunately, we’ve recently become aware of a growing number of fake websites and advertisements impersonating Pilloway and selling counterfeit products. This has understandably caused some confusion for customers who believed they were purchasing directly from us.

Our only official website is www.pilloway.com.au.

Could you please email help@pilloway.com.au with your order confirmation or a screenshot showing the website you purchased from? Our team would be more than happy to check this for you and confirm whether the order was placed with us.

If it turns out you have purchased from one of these impersonating websites, we’re genuinely sorry you’ve been caught up in this. We’re actively working to have these sites identified and removed.

– The Pilloway Team

Resposta da Pilloway

Há 4 dias

Hi Caroline,

We’re sorry to read about your experience and would really like to investigate this further, as a few of the details in your review don’t appear to align with an order placed directly through Pilloway.

Firstly, we’d like to clarify that while Pilloway is a fully Australian-owned business, we do not claim that our products are shipped from Brisbane. We sell worldwide and use international manufacturing and fulfilment facilities to service our customers.

Our primary manufacturing facility is located in China. During periods of high demand, some orders are dispatched directly from our manufacturing facility rather than waiting approximately 40 days for additional inventory to arrive in Australia by sea. Our stated delivery timeframe is 5–8 business days after processing, regardless of the fulfilment route used.

We also take the comments regarding product quality seriously. Genuine Pilloway products are manufactured to our specifications and are supplied in custom Pilloway packaging and Pilloway-branded bags.

We have unfortunately become aware of multiple websites and advertisements impersonating Pilloway and selling products that are not supplied by us. Because of this, we’d really like to confirm that your purchase was made through our official store.

Could you please email help@pilloway.com.au with your order number, the website you purchased from, and a photo of the product and packaging you received? We can then verify the order and investigate everything you’ve raised, including the return postage charge.

If this was an order placed directly with Pilloway, we absolutely want the opportunity to review what happened and make sure it is handled appropriately.

– The Pilloway Team

Resposta da Pilloway

Há 4 dias

Hi Courtney,

We’re really sorry to hear about this. We’ve searched our system using the details associated with your review and unfortunately cannot locate any record of your order with Pilloway.

We have recently become aware of a number of fake websites and advertisements impersonating Pilloway, and unfortunately some customers have unknowingly purchased through these sites believing they were ordering from us.

We’d really like to confirm this for you. Please email help@pilloway.com.au with your order confirmation, order number and, most importantly, the website address you purchased from. Our team can check this against our records and confirm whether your purchase was made through the genuine Pilloway store.

Our official website is www.pilloway.com.au.

If you have purchased from an impersonating website, we’re extremely sorry this has happened. We are actively working to identify and report these sites to protect customers from this confusion.

– The Pilloway Team

Resposta da Pilloway

Há 4 dias

Hi Rhian


We’re sorry to hear that you’ve had a disappointing experience with your order.

We would like to clarify the currency shown on our website. Customers purchasing within Australia are shown and charged in AUD. For customers purchasing outside Australia, including New Zealand, our store is set to USD. The currency is displayed on the product page and again throughout checkout before payment is confirmed.

We completely understand that seeing a different amount on your card statement can be frustrating, particularly if the currency was missed during checkout, and we’re sorry this contributed to a poor experience.

Regarding your cancellation request, we’re also sorry that your order had already progressed to dispatch before the cancellation could be processed. Once an order has entered fulfilment and been dispatched, unfortunately we're unable to stop the parcel while it is in transit.

We certainly don’t want you feeling ignored or left without a resolution. Please email help@pilloway.com.au with your order number and our team will review the correspondence and make sure your case is followed through appropriately.

– The Pilloway Team

Resposta da Pilloway

Há 4 dias

Hi Georgie,

We’re very concerned to read this review, as we have been unable to find any record of an order under your details in our system. We have also checked our current payment disputes, and your details do not match any open dispute associated with an order placed directly with us.

Unfortunately, there are currently multiple copycat websites and advertisements impersonating Pilloway, and we’re actively working to have these reported and removed. Customers have contacted us believing they purchased from Pilloway when their payment and order were actually made through an unrelated website.

Could you please check your original order confirmation and confirm that you purchased specifically from pilloway.com.au?

Please also email help@pilloway.com.au with your order confirmation, order number, the website you purchased from and any refund confirmation you received. We will investigate this immediately.

If this was genuinely an order placed through our official website, we absolutely want to identify what has happened and resolve it. However, based on the information currently available to us, we cannot find any record of your purchase or dispute with Pilloway, and what you've described does not match our records.

– The Pilloway Team

Resposta da Pilloway

Há 4 dias

Hi Charlotte,

Firstly, we are not a scam company and we’re sorry to hear you weren’t happy with your experience, but we would like to clarify a few points regarding where Pilloway operates and how we fulfil our orders.

Pilloway is an Australian-owned and operated business. Like many online brands, our products are manufactured with our manufacturing partners in China. During periods of demand, we ship orders directly from our international fulfilment network rather than waiting approximately 40 days for inventory to arrive in Australia by sea before then shipping it domestically. This allows customers to receive their orders significantly faster.

In your case, your order was placed on 23 August, dispatched on 24 August and delivered to your door on 1 September - approximately 7 days later.

We certainly don't try to hide how our products are manufactured or fulfilled, and being manufactured overseas doesn't change the fact that Pilloway is an Australian-owned business.

That said, we’re genuinely disappointed to hear that you weren't happy with the quality of your product. If there is an issue with what you received, please contact help@pilloway.com.au with your order number and photos of the product so our team can review it and help find an appropriate resolution.

– The Pilloway Team

Resposta da Pilloway

Há 4 dias

Hi B

We were concerned by your review, so we’ve taken the time to check our order records using the details provided. We cannot find a matching order placed with the official Pilloway store.

Unfortunately, we currently have a serious issue with copycat websites impersonating Pilloway and selling imitation products using our name, imagery and advertising. Based on our records, it appears you may have purchased from one of these sites rather than directly from us.

If that's the case, the product you received is not a genuine Pilloway Snuggi, which would also explain why the quality and packaging you've described don't match our product.

Please email us directly at help@pilloway.com.au with your order confirmation and the website you purchased from. We can help confirm whether it was a copycat site and provide information you can use when reporting it.

We'd also like the opportunity to turn this experience around. If we can confirm you've been caught by a website impersonating Pilloway, please speak with our team and we'll see what we can do to get a genuine Pilloway Snuggi sent out to you.

We’re genuinely sorry you've had this experience while believing you were dealing with our business.

– The Pilloway Team