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Derila has a rating of 1.82 stars from 52 reviews, indicating that most customers are generally dissatisfied with their purchases.
This company responds to reviews on average within 2 days
No positive highlights yet
This is one of the best pillow ever. I like it. Using it past 6 months. Very comfortable to use for those people who needs soft pillows. Thanks for sharing with us this type of product.
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".
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".
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.
Hi there,
We appreciate you letting us know about this.
We sincerely regret falling short of your expectations. We will take this criticism carefully to improve our performance and prevent this from happening again.
Please supply the following information so that we can assist you.
· Provide the email address you used to execute the purchase.
· Bill Number.
- Complete name:
If possible, please submit further information about your experience to support@derila.com.
Regards,
Customer Support at Derila
This is one of the best pillow ever. I like it. Using it past 6 months. Very comfortable to use for those people who needs soft pillows. Thanks for sharing with us this type of product.
Hello Pinki,
Thank you for sharing your awesome feedback with us.
Have a great day!
My order was made by mistake and I contacted the seller immediately. They said they will contact the warehouse to request the cancellation and I will receive a response between 24 to 48 hours.
At this point I've realized I was one more victim of this SCAMMERS, because all trusted companies are able to cancel your order by the customer service.
The next day I received an email with this lame excuse: "Unfortunately, our warehouse has already sorted everything out and won't be able to make any adjustments at this point". What it means "sorted everything out" if they don't even shipped the order?
SUCH A SCAM. BUYER BEWARE!
Hello Ali,
Thank you for bringing this concern to our attention.
We sincerely apologize for failing to satisfy your expectations. We will take this feedback to improve ourselves and make sure this does not happen again.
Please let us help you by supplying the following information:
· Email address used to place an order.
· Order number.
· Full Name
We'd appreciate it if you could provide more information about your experience by writing support@derila.com.
Best regards.
Customer Support at Derila
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
Hello,
We would like to extend our sincere appreciation for bringing this matter to our attention.
We regret that we were unable to meet your expectations, and we understand how frustrating this can be. Your feedback is extremely valuable to us and we will take this criticism seriously to improve our performance and prevent similar occurrences in the future.
To assist you better, we kindly request that you provide us with the following information:
- The email address used to complete the purchase.
- The bill number.
- Your full name.
We understand that this issue has caused you inconvenience, and we would like to assure you that we will do our utmost to resolve it as quickly as possible.
If you can, please provide us with additional details about your experience by emailing us at support@derila.com. This will help us serve you better in the future.
Thank you for your patience and understanding. We value your business and hope to have the opportunity to serve you again soon.
With warm regards,
Customer Support at Derila
I ordered 4 king size pillows they are only 13x23!
You guys advertise 14x24" for the king size and I was hoping that's what it was. They are the same size as my regular standart pillows at home, just much less thinner🤦🏻 I was fooled by wrong advertisement.
Also, it's very low and doesn't do the trick.
That's a shame that I ordered them. I regret it
Hello,
Thank you for your feedback. We are sorry that your experience did not meet your expectations. It was an unfortunate case and we will do better in the future.
Please contact us immediately to resolve this issue, or you can email us on support@derila.com or connect with us at our contact form https://derila.com/contact
Please note that we use your feedback to make some important changes to ultimately provide you with a better service.
We look forward to your response and appreciate your understanding.
Customer Support at Derila
Order # D57V26P
I tried to order 1 pillow & case $51.93. I declined all add-ons. Yet I was charged for 8 pillows & 5 cases. After logging into PayPal, I was told I would be directed to site to finalize my purchase. I never saw a total amount to approve. I have tried canceling several times. I reported these charges as fraudulent to my Amex.
Hi Stacie,
Thank you for bringing this matter to our attention.
We’re very sorry we failed to meet your expectations. We will use this feedback to make us better and to ensure this doesn’t happen again.
Please allow us to help you by providing us with the following details:
· Email address you used to place your order
· Order number
· Full Name
We'd appreciate it if you'd tell us more about your experience by emailing us at support@derila.com.
Best regards,
Customer Support at Derila
A pillow that was advertised as "king" should at least be somewhat close in its measurement to a regular king sized pillow. Seeing the measurements in centimeters, and stupidly not bothering to check, my "king" pillow that I received is barely larger than a regular "standard" size pillow. While the pillow may be a great pillow (I have not used it yet as it is still "airing out"), the advertised sizes are misleading. When I recently checked back on the website, I noticed the "king" size has been altered to read "plus size". I wonder why.
Hello Karen,
We really regret any inconvenience this event has caused you.
You can be certain that we will resolve this matter as soon as possible.
If it is not too much to ask, could you please give us with the information shown below? This allows us to evaluate and validate the following order information:
- Email address provided at the time of order placement
- Invoice No.
Please revise your review or get in touch with us via the contact form at https://derila.com/
We appreciate your involvement and look forward to hearing from you.
Thank you,
Customer Support at Derila
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.
Tip for consumers:
They try to manipulate ratings by lying in public about solving customer complaints.
Dear Valued Customer.
We deeply regret any inconvenience caused by the recent situation and want to assure you that we are taking it seriously. We understand how important it is for you to receive quality service from us, and we are committed to resolving the matter promptly. To assist us in investigating the issue, we kindly request the following information from you:
- The email address you used to place the order.
- Your order number.
- Your full name.
We will use this information to identify your order and investigate the matter thoroughly. Please send us an email at support@derila.com with the above-mentioned details, and we will respond to your query as soon as possible.
We appreciate your patience and understanding as we work to resolve the issue. Our team is fully committed to ensuring that you receive the best possible service from us, and we will do everything possible to make things right.
Thank you for choosing us, and we look forward to hearing from you soon.
Best Regards,
Customer Support at Derila
Do not buy a single thing from this company! I ordered 1 pillow and was charged for 6 pillows. Despite advising Derila of the issue immediately after submitting my order for 1 pillow, and after 5 days of numerous emails and phone calls to Derila, I have had no confirmation from them that the order has indeed been amended and a refund made. I have been overcharged by $175, with no undertaking given by Derila to refund this amount. This company is scamming a huge number of other people in exactly the same way. Be warned and stay clear of doing any business with them whatsoever.
Products used:
None-if a delivery is made I will immediately return it.
Hello Joanna,
Thank you for getting in touch with us!
We had some trouble finding the order. Could you please provide us with any of the following details in order for us to look up the order:
Email address used to place the order
Order number
Full name
Tracking number (if you have one)
Kindly send us an email at support@derila.com. I look forward to hearing from you soon.
Best regards,
Customer Support at Derila
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
Hello,
We're sorry to hear about your experience with us. We understand that you had a terrible experience and want to make things right for you.
We would be pleased to go over the exact circumstances with you in greater detail to understand better what happened and how we can improve in the future.
Please contact us at support@derila.com.
We are devoted to providing excellent customer service and would like to hear from you.
Warm regards.
Customer Support at Derila
Derila is truly a pillow that's tailored to the user's health and overall well-being. As a back sleeper, I used to wake up with a stiff painful neck, but since using Derila, my neck is nologer a victim! I couldn't be anymore grateful!
Hello Nuru,
Thanks so much for sharing your experience with us. We hope to hear from you again soon.
Have a great day!
Discovering that thanks to your pillow now my nights of sleep are more pleasant, the best purchase I have made in a long time, it changed my life.
Hello Billy,
On behalf of the whole team, we are honored that you found our product satisfactory. Thank you for your positive feedback!
Have a great day!
It is designed to adapt perfectly to the shape of your head and neck, providing optimal support throughout the night. This means that I no longer wake up with neck pain or stiff shoulders, since using your pillow my nights of sleep have improved
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.
Hello there,
We appreciate you informing us about this.
We deeply apologize for falling short of your demands. To raise our game and ensure that this doesn't happen again, we will take this criticism seriously.
Please provide the following details so that we can assist you:
· The email address you used to complete the transaction.
· Bill No.
- Complete Name:
If at all feasible, kindly send an email with more details about your experience to support@derila.com.
Regards,
Customer Support at Derila
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.
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
I placed an order with Derila, and during the ordering process, it became apparent that they compel customers to complete the order, even if they have no intention of purchasing their products. The website's ordering system lacks the option to edit or cancel orders, leaving customers with no control over the process. I experienced inappropriate treatment and encountered a sales method on the site that does not afford customers the freedom to choose what they want or do not want.
I am uncertain if this aligns with their sales policy, but if it does, it seems counterproductive and detrimental to the company's customer relations. Instead of fostering customer satisfaction, this approach is likely to increase dissatisfaction and tarnish the company's reputation over time, ultimately resulting in a decline in its overall standing in the global market. Additionally, Derila lacks direct customer contact information, as their products are sold through a third party, allowing them to operate discreetly.
Upon attempting to cancel my order by sending about 10 emails, I received responses stating that the order could not be halted. Furthermore, they suggested that I could return the order upon receiving it. This lack of order control before dispatching to customers is perplexing. Their return policy, which mandates customers to bear the package fees, doubling the original order cost, appears unreasonable. This approach seems like a manipulative tactic to boost product sales rather than prioritizing customer satisfaction.
Hello,
Thanks so much for sharing your feedback. We are so sorry your experience didn't match your expectations. It was unfortunate, and due to this, we will do better in the future.
Please feel free and reach out to support@derila.com with any further comments, concerns, or questions.
We would love to provide the best services to all of our customers, so your feedback is greatly appreciated. We love it when customers take the time to share their feedback with us.
We hope to see you again soon, and again, we are sorry about the experience.
All the best,
Customer Support at Derila
Do not buy. I got scammed and can't get my money back from PayPal. Every time I call customer service they hang up on me.
Hi, Kristina.
We appreciate you bringing this to our notice.
We sincerely apologize for not meeting your expectations. We will use this feedback to improve our performance and prevent this from happening again.
Please allow us to help you by supplying the following information:
· Email address used to place your order.
· Order No.
· Full Name:
We would appreciate it if you could tell us more about your experience by writing support@derila.com.
Warm regards,
Customer Support at Derila
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.
Dear valued customer,
We sincerely apologize for any inconvenience caused by the recent situation. We want you to know that we take this matter seriously and will investigate it immediately.
To assist us in resolving the issue quickly, we require the following information from you:
- The email address you used to place the order.
- Your order number.
- Your full name.
Please send us an email at support@derila.com with the above details at your earliest convenience. We assure you that we will respond to your matter swiftly.
We appreciate your patience and look forward to hearing from you soon.
Best regards,
Customer Support at Derila
The order process is horrible. Their system doesn't give you a chance to review the order before grabbing it and placing it. I meant to order one pillow and got 3!
I tried to return them, but their return facility is in Lithuania!
Why must the dissatisfied customer pay postage to Lithuania?
The pillows are nice, but not nice enough for that price!
Hello there, LA.
We deeply regret any inconvenience this incident has caused you.
You may rest certain that we will tackle this issue as soon as possible.
Could you please provide us with the information shown below, if it's not too much to ask? This enables us to view and check the following order details:
- Email address provided at the time of order placement
- Invoice No.
Please update your review or use the contact form at https://derila.com/contact to get in touch with us.
We appreciate your participation and look forward to hearing from you.
Customer Support at Derila
Received as a Christmas gift, tried to return and was told by customer service (what an oxymoron and I quote)..."I really understand that you may have some concerns about your recent purchase and are looking to initiate a return.
Before we move forward with your return, we'd like to introduce you to an alternative option that could truly make a meaningful impact. Rather than returning your pillow for a refund, we would like to invite you to consider participating in our "Derila Pillow for Ukraine Hospitals" initiative." When I attempted to get a refund I was shut down with restock and percentage reduction.I hated this " pillow"and wouldn't wish it on the poor people of the Ukraine.VERY disappointed wouldn't recommend to my worse enemy!
Hello, D’Lu S.
We sincerely apologize for this incident and thank you, for bringing this to our attention. We're really sorry to hear you were disappointed with your experience, and we'd love the chance to make it up to you.
You can rest certain that we will fix this matter as quickly as possible.
If it is not too much to ask, please provide us with the information indicated below. This enables us to view and validate the following information about your order:
- Email address provided at order placement
- Invoice Number
Please update your review or get in touch with us via the contact form at https://derila.com/contact.
We appreciate your cooperation and eagerly await your response.
Customer Support at Derila
I am absolutely thrilled with my Derila Memory Foam Pillow! It has been a complete game-changer for my sleeping habits. As someone who struggles with neck and shoulder pain, I have always been on the hunt for the perfect pillow that can offer both comfort and support. From the very first night, I noticed a significant improvement in the quality of my sleep. The pillow contours perfectly to my head and neck, providing just the right amount of support to keep my spine in alignment. It feels like I am sleeping on a cloud! I would highly recommend Derila Memory Foam Pillow to anyone who is looking for a comfortable, supportive, and high-quality pillow.
Hi John,
Thank you for that glowing review, we appreciate each word, and we hope for more feedback from you again soon.
Have a great day!
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.
Tip for consumers:
they charge for returning a
Dear valued customer,
We were saddened to hear about your negative experience and want to do everything we can to make it right. That's why we're reaching out to you today.
We understand that you may have some concerns about the situation, and we'd be happy to discuss the specifics with you in greater detail. By doing so, we can help you better understand what occurred and how we can improve in the future.
We believe in providing the best possible customer service, which is why we're committed to addressing your concerns promptly. Please don't hesitate to contact us at support@derila.com so we can work together to find a solution that meets your needs.
Thank you for giving us the chance to make things right. We appreciate your business and look forward to hearing from you soon.
Best regards,
Customer Support at Derila
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!
Hello,
We would like to express our heartfelt gratitude for bringing this to our attention. We understand that the situation has caused you inconvenience and frustration, and we are truly sorry for any distress this may have caused. Your feedback is of enormous value to us, and we are committed to using it constructively to improve our service and ensure that our clients receive the best possible experience.
To assist you further, we would be grateful if you could provide us with the following information:
- The email address used to complete the transaction
- The billing number
- Your full name
We also invite you to share any additional information or details about your experience by writing to us at support@derila.com. We want to fully understand your situation and work towards a resolution that meets your satisfaction.
We appreciate your patience and understanding, and assure you that we will do everything in our power to resolve this matter for you as quickly as possible. Please do not hesitate to contact us if you require any further assistance.
Warm regards,
Customer Support at Derila
I had sleeping problem due to my neck pain. So one of my recommended me this product. I just ordered one and thought will it be helpful. But after using it everyday i dont feel tired in the next morning. Ordered few more for others members in my house. Definitely recommend this to others also. Loved it.
Hello Reba,
We are so grateful for your kind words. We hope to make you happy again soon. Thanks!
Have a great day!
If i write this, they will come after and say, oh please let me know your order no. Etc etc, as if they care.
Dont buy from this company. It is scam. If you click once and if you think you can modify your cart later, no. As soon as you click, all charged from credit card. One click, no confim option, just charge. How convenient for them to set 4 pieces as the first optio. Scam scam scam alert
Hello, Julie.
We're sorry to hear about your negative experience with us. We understand that you had a difficult time, and we want to do everything we can to make things right for you.
We would be pleased to go over the specific situation with you in greater detail so that we can better understand what happened and how we can improve in the future.
Please contact us by email at support@derila.com.
We are dedicated to providing exceptional customer service and eagerly await your feedback. Thank you for your understanding.
Kind Regards,
Customer Support at Derila
Gain trust and grow your business with customer reviews.
Hello,
We appreciate that you brought this to our attention.
We sincerely regret for not fulfilling your expectations. This feedback will help us improve our performance and prevent similar incidents in the future.
Please let us help you by providing the following information:
· Email address used to place the order.
• Order No.
· Full names:
We'd appreciate it if you could share more about your experience by emailing support@derila.com.
Warm regards.
Customer support at Derila