Parcel Compare Compensation Denied

Kyrimari82

I bought a pillow from Pillow Home, it has a USA address on the website. I have bought from the USA before and this product apparently had good reviews from Forbes (so the website claimed). I have discovered since my purchase that most of what is on the website was misleading and that product was cheaply made. I decided to return the pillow and was told it has to be returned to China, not the USA.

I paid for the postage and sent the parcel via Parcel Compare on March 9th. I kept looking at the tracking and the parcel cleared customs 24th March. By April 11th I was concerned I had no further updates and contact the company. There had been a lot of back and forth, passed from team to team and they take days to get back to you, dragging this out longer.

I emailed Pillow Home to see if they had received the parcel and gave them my tracking number. They claimed in early May that they could see their end, that the parcel was still in Customs.

Early in May Parcel Compare took extra money out my account as they said I hadn't paid enough. They just took it and told me via email but I accepted this, thinking finally my parcel will be delivered so I can get my refund on £57.

However, a week or so later the tracking still showed no progress. So I contacted Parcel Compare again. Last week they contacted me to say they have lost the parcel and I am out of the 30day window which started when I sent my parcel March 9th 2026. I explained the situation and they are refusing to refund me or compensate me for the loss of my parcel.

This seems insane to me. Is there a way I can get my money back as I am now over £60 out of pocket with the missing product and the postage.

Can I get the money for my Pillow refunded from my bank card, under the claim of false advertisement by Pillow Home. Or can I somehow get the parcel compensated by Parcel compare.

Please can someone offer me advice. I will otherwise contact trading standards for advice.

Grumpy_chap

Trading Standards won't be interested in a company based in USA, or China.

Under what law was the purchase made? That will influence what rights you have.

You have no further rights against the CC under S75 than you have under the rights of the law applying for the purchase.

The CC might process a chargeback but that can be challenged by the retailer and they can pursue debt recovery.

What was so super about this pillow at £57 that meant you could not buy equivalent on the UK High Street?

Kyrimari82 Posts:1 NewbieToday at 1:33PM

I bought a pillow from Pillow Home, it has a USA address on the website. I have bought from the USA before and this product apparently had good reviews from Forbes (so the website claimed). I have discovered since my purchase that most of what is on the website was misleading and that product was cheaply made. I decided to return the pillow and was told it has to be returned to China, not the USA.

I paid for the postage and sent the parcel via Parcel Compare on March 9th. I kept looking at the tracking and the parcel cleared customs 24th March. By April 11th I was concerned I had no further updates and contact the company. There had been a lot of back and forth, passed from team to team and they take days to get back to you, dragging this out longer.

I emailed Pillow Home to see if they had received the parcel and gave them my tracking number. They claimed in early May that they could see their end, that the parcel was still in Customs.

Early in May Parcel Compare took extra money out my account as they said I hadn't paid enough. They just took it and told me via email but I accepted this, thinking finally my parcel will be delivered so I can get my refund on £57.

However, a week or so later the tracking still showed no progress. So I contacted Parcel Compare again. Last week they contacted me to say they have lost the parcel and I am out of the 30day window which started when I sent my parcel March 9th 2026. I explained the situation and they are refusing to refund me or compensate me for the loss of my parcel.

This seems insane to me. Is there a way I can get my money back as I am now over £60 out of pocket with the missing product and the postage.

Can I get the money for my Pillow refunded from my bank card, under the claim of false advertisement by Pillow Home. Or can I somehow get the parcel compensated by Parcel compare.

Please can someone offer me advice. I will otherwise contact trading standards for advice.

Aylesbury_Duck

Try your bank card, a chargeback may work but as advised above, it may be reversed.

The best advice I can give is to always check where you're buying from. If you buy from a non-UK entity it is almost impossible to exercise your consumer rights if the retailer doesn't cooperate.

user1977

Unfortunately the better advice would probably have been to keep the pillow rather than throw good money after bad.

born_again

Not uncommon for products returned to China never getting to company.

For a chargeback to work in this case you need proof of delivery. Which you do not have.

visidigi

Parcel compare have failed to deliver the service contracted, a 30 day window is likely to be deemed an unfair term (as it wasn't your fault it was stuck/lost).

I would escalate your complaint to parcel compare and serve them with an LBA should they continue to refuse, and then take them to SCC - you can claim for the lost product - through failure of duty of care.

dumpster_fire2025

As an FYI that site screams Chinese seller.

Why? Because everything is on sale at a massive discount. It's only the Chinese that seem to do this, I don't know why as it's such an obvious tell.

Anyway, something to bear in mind next time.

Pollycat

https://forums.moneysavingexpert.com/discussion/comment/82016173#Comment_82016173

A quick look at the returns policy ring alarm bells as the text is clearly copied and pasted from another website.

There are no headers, it's just a wall of text.

And the killer…?

"Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. "

This company does not sell 'food, flowers or plants'.

born_again

They my have a US address, so why state.

SECTION 18 - GOVERNING LAW
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of Germany.

The cost of the return will be paid by the customer to huishanqu  qianqiaojiedao  shaotanglu 20hao, wuxi, jiangsu, china. bontad limited: 76192859

Products do not look at cheap.

dumpster_fire2025

https://forums.moneysavingexpert.com/discussion/comment/82016496#Comment_82016496

To be fair most people won't start delving into their policies when they make a purchase. It was more about the immediately obvious tell which is that everythng is "discounted."

That doesn't mean they're a Chinese seller, obviously, but it does at a minimum require further investigation.

Pollycat

https://forums.moneysavingexpert.com/discussion/comment/82017183#Comment_82017183

If I'm considering buying from a company I've never used before, I would definitely delve into a company's policies.

I might spend a bit of extra time upfront but compared to having to post a parcel back to China (and potentially losing my money), that is insignificant (for me).

I'd have walked away from this company without placing an order.

If more people checked websites more carefully, there would be fewer threads like this.