DerilaReviews 423

Horrible pillow. I had very bad neck and shoulder pain. The pillow made it worse. Couldn't believe it that the pain increased.

I stumbled across this company's website while researching pillows that might help with neck pain. I began the process of ordering one pillow but before I could even get to the page showing the total cost (including shipping), they started trying to slam me with additional quantities and products. That was such a turnoff, I exited the website, thinking I had terminated my session without placing any order. A few minutes later I received an e-mail stating that they were processing my order for 2 pillows. I immediately contacted them and told them I did not wish to proceed with that order and certainly never ordered and did not want two pillows. They told me that the order could not be cancelled since it was already in process. I reiterated that I did not want the product and that it was clearly not in the shipping process already since this communication was occurring just minutes after they allegedly received my order. They told me I could simply return the product after receiving it if I didn't want to keep it. I asked them multiple times in writing not to proceed with the shipping. They did so anyway.
After receiving the product, I did try out one of the pillows. They represented that their pillow would be comfortable and beneficial for all types of sleepers, including back sleepers, stomach sleepers and side sleepers. The pillow clearly is designed for back sleepers. I sleep on my stomach and side and I found their pillow to be very awkward and uncomfortable in those positions. In fact, it made my neck pain worse.
If you try to return the pillow, they will make you pay for the return (which is one of the reasons I didn't want it shipped to me in the first place). They also require you to go to their online portal to get an "authorization" to return it, and they require that any returns be made within 10 days. However, I received no response at all to my request for authorization through their portal and had to follow up with them via e-mail after many days had passed. It seems like they purposely work hard to make it difficult to return their products. And, if the product has been used at all or removed from its original packing material, they do not offer a full refund.
Since this experience, I have seen any number of reviews online that mentioned identical problems, including receiving more products than ordered, being told that they had submitted orders when they didn't believe they had, refusal to cancel unwanted orders, making it difficult and expensive to return products, etc.
In summary, this is the worst company I've dealt with in a very long time. They should not be permitted to do business in this country given their shady business practices and I hope customers realize how they operate and take their business elsewhere.

I ordered 2 pillows on 24th August. Received an email to confirm. I then read the reviews, wish I had done that before ordering, and emailed straight back to cancel the order.
I have sent several emails trying to cancel, with only two being answered, after some considerable delay, to say it was impossible to cancel. Apparently they were coming from a local warehouse. So what's all the nonsense about having to return them to Lithuania?
It is payment on delivery, so I will not accept delivery. I cancelled in good time, with no quick response from them.
A totally untrustworthy company to deal with. I will ensure I add reviews to whatever sites I can to try and prevent people being scammed. Sharp practice.

I had a pop up of Derilia pillows come up. Whilst just looking, it stated $108 for 4 pillows. They had a paypal icon and I pressed the paypal to see how much it would cost. Instead I had an immediate message stating payment t made. I didn't even get to choose the account or review it. Even worse I didn't want it as I couldn't afford it due to bills coming out last week. Well turns out I had no choice. Even worse I got charged US dollars and after 4 emails to the company they kept saying N g we are sorry you want a refund and it was a mistake but we can offer you books or a 25% discount. I still didn't want it. So they sent me an email stating its too late and the pillows are sent but I can send them back if I want a refund.
This is a joke. I am filing a case against them and urge everyone not to even give these people a moment of your time. They took l my mo ey for my bills and debited my account. They are greedy scammers and something needs to be done about dishonest people like this.

AVOID THIS COMPANY LIKE THE PLAGUE!

Due to poor design of mobile site, I ordered more items than I intended. Contacted the company immediately after the order was placed and was told that there was no way to cancel or modify the order but that I could return it. Once receive, the pillows were not small, they were tiny. After several phone calls and email exchanges i received the return form only to find out that returns are to be mailed to LITHUANIA! The cost to return exceeds the amount of the return. So rather than returning, I am disposing in the landfill.

AVOID THIS COMPANY LIKE THE PLAGUE! Items are much smaller than shown. Return process is unimaginably customer unfriendly. They talk a friendly game but actually don't deliver on customer service.

DO NOT DO BUSINESS WITH THIS COMPANY. CRAP SERVICE. DECEPTIVE PRODUCT DISPLAY. KAFKAESQUE RETURN PROCESS. BUYER BEWARE!

I ordered 1 pillow and was charged for 4. Immediately called and spoke with a live person to cancel order. This was confirmed by customer service. Next day got email pillows were shipped. Returned pillows and no refund has been received. I have since read that this company does this a lot.

I've had the same experience as many. They intentionally inflate your order during the checkout process. I alerted them within minutes that I only wanted 2 and they said they couldn't help me, that I'd need to return them. What they never say is that the returns have to go to Lithuania. They have a whole system of manipulating reviews and falsifying reports. They post publicly about how they want to help and then offer the same gaslighting garbage about returns. This is a business practice for them, not a mistake.

THIS IS A SCAM WEBSITE. THERES NO REAL TEAM BACK THERE. I bought 3 pillows, that remain flat despite of keeping them open for over a weak. When I complained, Derila apologized, asked me for proof. I sent multiple videos and pictures, along with batch number etc. so they send me replacement pillows (3 sets), which too remained flat.
When I asked for a refund. - They slap me with their company policy " We apologize for your experience, but as per our company policy, you need to return all six pillows AT YOU OWN COST, for getting a refund from us"
I tried explaining and begging and demanded that I wanted a manger on the phone, so that I can explain - How is Derila's policy correct when a consumer needs to bear the expenses for their defective products.?
There was no reply.
I urge all people to read their fine print and be aware, these guys are some cheap pillow manufacturers with a 'UNKNOWN county of origin' and fake back team and an enormous amount of fake websites.
There's no real address or factory.
This is the most unauthentic brand and should get the best SCAMMERS AWARD!

I bought a Serial pillow for my wife who has frequent neck problems. She couldn't even use it for one night! It was absolutely uncomfortable! When I tried to return it, I was told that it needed to be sent to eastern Europe rather than the U.S. where it shipped from. The cost to return it was more than the cost of the pillow! It's a lousy product and an unscrupulous company!
Do NOT trust this company.

They like to add on items and if you pay with PayPal you can't see what is in cart. Payment goes in without showing what you purchase before hand. Then Derila adds extra items that you are not wanting. When you call Customer Service they give you BS they will try to fix your order. Never fixed order got sent extra stuff. Now they want me to pay to return items. Also they deliver from US, but your return has to be sent to a foreign country.

This is an unethical company. They automatically send you 4 pillows and 4 extra cases. I called within 10 minutes of placing the order and they said it was too late. That's totally impossible to do but when you are a thief, liar and corrupt They think they are getting over on us. I hope they get what they deserve. $150+ to ship it back to Lithuania. Another part of the scam. DO NOT BUY ANYTHING FROM DERILA.COM! TOTAL SCAM!

I wanted to buy 1pillow they changed me for 4 when I realised the mistake and tried to cancel within 5 minutes of ordering I was told it was not possible to 'modify' my order, but I can return them at my own cost and not get charged for them to restock the items! No mention of a refund! Seriously it seems ludicrous that you can't cancel an order 5mins after ordering, Also they take your money very quickly, your not given an opportunity to look at your cart to check before they take your money. Dodgy customer service and support this is a scam website don't trust them and don't buy from them

They charge your credit card without transparent confirmations. You are signed on to an automatic renewal without even knowing it. Once I realized that my credit card was charged I immediately and within hours of "making" the order contacted the seller to cancel. They immediately confirmed that they would look into this with their warehouse. No follow up on cancelation was provided and the seller sent an email few days later advising that products are on their way, despite my immediate request to cancel. The product is garbage and is not as advertised. They now want a cost prohibitive charge to send the product back. Please avoid this brand at all costs.

Their fraudulent system automatically generates invoices that include additional items to those selected by the customer. The fake invoice is not visible until after the transaction is complete and after the card is charged.
I selected only 2 items that cost $110 incl GST and shipping but when the final invoice was accessible, after the payment process was completed, it listed 10 items at a cost of $401.00! The system does not provide any opportunity to confirm the order before authorising the payment - it is a clever trap.
I immediately called card services to complain and block the card.
The merchant processed the payment as 4 separate random transactions for $193, $44, $88 and $76. The CBA staff were able to reverse the last 3 transactions but said they could not do anything about the first one for $193.
If you review the TrustPilot website you will see that this scam site is well used. However, it is a scam with a difference.
They actually ship all the goods shown on their self generated invoice. The products are not worth the amount paid in the first place but they further leverage their profit by shipping more items (in my case 400% more) than wanted.
The other clever thing they do is ignore all requests to cancel the order and say that it has already been processed and the goods shipped just a few hours after the transaction in th middle of the night! I lodged 2 requests just after the scam was detected but have never received any reply. The goods were shipped by a company called AUSICA from a warehouse in Wetherill Park NSW 1851 BUT they only accept returns to their office in Lithuania, not Wetherill Park or anywhere in Australia! The cost of shipping to Lithuania exceeds the value of the goods and one might never get a refund anyway.
Most people would not proceed past this point, a fact that their whole business model is based upon. It smacks of just the sort of scam that Russian crooks excell at.

I ordered one pillow and one pillowcase $74. Despite trying to correct the order many times before delivery, the order arrived, five pillows and two pillowcases $305. I can return them to Lithuania cost to me more than $200 despite being shipped 20 km from my home in Sydney. I ordered one pillow was charged and received five. Why should I have to pay to have them returned when I did not order them…. Then I look on the Derila scam site to find that more than 100 people have been scammed the same way

Ordered pillows for $117. Pillows supposedly shipped, tracking shows delivery to PO Box in different city. Supplied my correct address again to correct issue and was informed they would not ship because address was same that I had originally provided. They submitted a partial refund. So I paid money to receive nothing. I have emailed support back to see if I can get the rest of my money back, but based on other similar reviews I am reading, I am not hopeful of recovering my money without legal action.

We bought two pillows for almost $90 with the information on the website telling us we could return them if we changed our mind - we had to cover the shipping to Lithuania for $450 for a box that was 11x11x4! I vacuum-sealed them and did everything I could to cram them into a tiny box but that is ridiculous.
I called customer service and they did nothing to help.

Derila charged Credit Card for full amount of goods plus delivery ($103), lied about tracking process, notified that goods returned 2 times to merchant and finally informed that they issued "refund" in amount of $71.47. Not a word on "certain deductions" and absolutely no mistakes from the customer side. It is definitely online "robbery".

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.