DerilaReviews 62

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.

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.

I ordered two pillows and when they arrived only one expanded like they are supposed to. I contacted them and sent them pictures and have received automated responses since then.Very frustrating.This has been two months already. I don't think they care.

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.

This is the first time I wrote a negative review about a company. This is about the Derila company. Received the product and immediately wanted to return the entire shipment. When I contacted customer service they informed me that I had to return the package to a place in Lithuania. Unbelievable cause the package came from a warehouse in New York. They also wanted me to pay for the postage for Lithuania. This company makes it hard for the customer so they won't return their product. I returned the package to the New York warehouse which cost me about $12. Most decent companies have free postage when returning an item. This is horrible business practice, and I learned a valuable lesson when ordering products on line.

If you order with this company they will add items to your order that you did not agree to. Total scammers and thieves. They added 3 extra pillows I did not order and added a recurring fee for "Pillow Maintenance" without telling me. I ordered 1 pillow, and they screwed me out of $137. DO NOT ORDER FROM THIS COMPANY!

If I could rate less, I would. DO NOT BUY. Pillows are not as advertised. The promo was 1 free pillow case with each pillow plus free shopping at the time I ordered. Sizes are not to standards (look at picture, bottom is a standard pillow, top is there KING size). Pillows cases were not included and I was charged for shipping. Customer service jumps through circles to process RMAs. You will have to pay over $40pp to return as their return address is intentionally in Lithuania to dissuade patrons from returns. I can't imagine how many international mercantile laws they are breaking. Search Amazon for better pillows and better policies and business practices. You have been warned. Read the other remarks.

UPDATE:
This company is a scam. I have reached out to them over 10 times in the last 2 weeks and they keep hiding behind they only receive shipping to Lithuania. It will cost $90-115 to ship the items back to Lithuania. I bought the items for $105. This is intentional to dissuade returns. Why have distribution centers in the US but not a returns center? Furthermore, their product is a sham. Take a look at the picture of the product. They say this supposed to be a King Size product. It is smaller than a standard size pillow.

They don't even deserve one star! Derila is a scam. I ordered from a website called Emitllc. In reality, you're ordering from Derila, they just use platforms to scam! On the 1st screen, I ordered 1 pillow. On the next screen, I ordered 1 pillowcase. On the next screen, they tried to sell something else...I didn't buy. The next screen was for payment. I chose PayPal Credit. I thought the next screen would be for order review. Instead, it had 2 po numbers, one with FOUR pillows and another with FOUR pillowcases! There was no way to change it! I immediately called PayPal for a dispute and Emit to tell them to cancel immediately! The girl in a "remote" location said she had the order canceled. Great! Next day, I got an email that the order shipped! Again, I called PayPal and Emit, getting "Paul in a remote area". He tried to get me to take a 50% discount to keep the items. I said NO! Then he said they would refund all the money, all $156 and I could keep it. I told him I would send it back. The next day, I saw a refund to PayPal of 71.26! More calls to PayPal who sided with their Asian counterpart. Thankfully, I used PayPal Credit, which is Synchrony Bank, who has to follow banking laws. They got me a partial refund but because there were 2 purchase orders, designed to confuse, I still didn't have a full refund. I continued to hammer, call, hammer and continually tell them over and over the scam, and finally got ALL of my money, almost 2 months later! I will ALWAYS look up reviews on everything I buy.

Date of experience: November 23,2023

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!

SCAM alert! The order was made by a click of one button, I contacted the seller immediately and they tried to bribe me with a free cookbook to keep the order. I declined and was assured the order was cancelled and I was provided a ticket number. The next day I received an email that they were unable to cancel! This is very preditorial for them to place an order just because I was looking! I was browsing just checking the price and before ensuring this was what I wanted, the order was placed. Without me confirming shipping address and shipping fee! I called them within 5 minutes to cancel and was reassured this was canceled! BEWARE IF YOU LOOK YOU BUY! To top it off the pillows are worthless they should be put out of business immediately!

First off, like other reports here I ordered ONE pillow then was charged for FOUR (over $120 USD) then right away I notified them to modify the order but they claim they cannot. Uh, big RED FLAG.
So I dug a little deeper about their so-called guarantee, refund/return policy, etc.
Did you know they are based in Lithuania? The 30-day money back guarantee means NOTHING since you have to pay huge to ship anything back. Who knows if they'll even accept and fully refund in the end since their site says the product & packaging must be undamaged. (How does one unpack the product to actually try it out?) Read https://derila.com/return before you buy, if nothing else.

If you want to return it you have to pay more than $300 to ship it to Lithuania in east Europe. Do not buy it unless you do not care to use it

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

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!

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.