I ordered the pillow to help support my aching neck . The pillow arrived within 36 hours, what service! The pillows were very soft but quite heavy. Unfortunately I think they were a little too so... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Appears to be a genuine seller. Had an issue with the product which was dealt with quickly and efficiently by the customer service team who were contactable and replied to emails!! Return payment was... See more
Company replied
Yes there was a delay but we were kept advised throughout! The pillows were good quality but did not suit specific requirements so were returned. A full refund was in our account the next day and lots... See more
Company replied
I have had many pillows and read the reviews and watched various videos. Thought these dual pillows woukd finally be the one. How I was wrong, expensive for what they are and don't feel anymore supp... See more
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Company details
Written by the company
The multi-award winning Aeyla exists to help you break the sleep-stress cycle, with natural solutions for everyday life. When we're stressed, we struggle to sleep. When we can't sleep, days can feel more stressful. And so goes the sleep-stress cycle. There’s lots that can keep us up at night - only 20% of adults say the quality of their sleep is very good or excellent. And in the past month, nearly half of us will lie awake at night due to stress. If we don’t get the hours sleep we need, our stress levels increase. 21% of adults reported feeling more stressed on less sleep. But there’s not a ‘golden bullet’ or a secret hack to breaking it. It’s small changes to your routine that can help get you back on track. That’s where we come in.
Contact info
Bartle House, 9 Oxford Court, M2 3WQ, Manchester, United Kingdom
- support@aeyla.co.uk
- aeyla.co.uk
3.6
Average
2K reviews
Replied to 61% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
No need to worry - superb company!
When I ordered I was told they’d JUST sold out and so had to wait several weeks. I was a bit worried it might be a scam but it’s far from it! Customer service was superb - they answered within minutes and gave great advice. My pillow arrived earlier than quoted in the end and it’s great! Great quality - well made and soo comfy!! I definitely recommend even if you have to wait a while.
31 January 2026
Unprompted review
Reply from Aeyla
Thank you so much, Sarah‑Jayne 💛. We’re delighted to hear that even with the wait, our customer service team kept you reassured and your pillow arrived earlier than expected. It’s wonderful to know you’re enjoying the comfort and quality. Your recommendation means a lot to us. Here’s to many restful nights ahead 😴✨
Operations/Comms management need firing
Ordered two dual pillows early January. Contacted customer services when they didn't arrive within published delivery date and told a new shipment would arrive 22nd January and would then have my order shortly after. Still nothing on 28th January. Contacted customer services AGAIN and received an almost identical 'copy and paste' email but now advising stock arriving sometime in 2nd week of February(!!). This is appalling operations control and customer communications
Given the volume of reviews saying the same thing, the owners/managers of this business need to take proactive control over their supply chain. Very, very poor service. Amateurs at best.
31 January 2026
Unprompted review
Reply from Aeyla
Hi Caroline, We’re genuinely sorry for the frustration this has caused, and we completely understand why you’d feel let down. The delays you experienced, especially after being given revised delivery timelines more than once, are not the experience we aim to provide.
You’re right that this comes down to supply chain and communication issues, and we fully hold our hands up to that. Demand for the Dual Pillow exceeded our forecasts earlier this year, and while that explains the delay, it doesn’t excuse the lack of clear, proactive communication. The repeated messaging you received should have been more transparent and tailored, and we apologise for that.
Since then, we’ve been taking concrete steps to regain trust. This includes tighter control over inbound stock timelines, clearer buffer periods before publishing delivery dates, and expanding our customer support team so updates are more timely, accurate, and personalised rather than generic.
We appreciate honest feedback like this, even when it’s tough to read, because it highlights exactly where we need to do better. If you’re open to it, we’d really like the opportunity to look into your order directly and see how we can best put this right for you.
Thank you for taking the time to share your experience.
Purchase with care
I finally gave in a purchased two pillows on a 2-for-1 deal via facebook. There was a delivery delay, I did have to chase for information, but they duly arrived. So far, so good. Bearing in mind these pillows should have be £69.95 each, I received two thin covers with nothing more than a bag of cute up foam inside. Yes you can remove some to make the pillow more comfortable, but that’s just a basic pillow, nothing more. Nothing like the hype. We prefer to use pillowcases, we couldn’t even get the pillow inside one of our larger pillow cases, they tried to tell me it fitted a normal pillow case, it does not. They then suggested that I bought their bamboo pillow cases at £29.95 each, times 4 that’s a little under £120. No way. When I looked into sending them back you have to put them back in the packaging they came in. They’re in shrink wrapped plastic, you have to cut it off, the pillow then expands to be much bigger, and there is no way it’s going back in that box, it simply would not happen without another plastic bag and being able to create a vacuum. I could see that these pillows could be comfortable, but to me a pillowcase is good hygiene, especially when you have cats, so they’re un-usable. I just wanted to warn people. If you can overcome that problem you should be fine, but if you’re in doubt or like a pillowcase, you won’t be able to.
27 January 2026
Unprompted review
Reply from Aeyla
Hi Deb, Sorry for the misunderstanding. Based on your message, it looks like you’re referring to our Dual Pillow, which may be why the pillow you received wasn’t what you were expecting.
We’d be more than happy to arrange a return, replacement, or a refund, whichever you prefer. Please reply to our email so we can proceed with resolving this for you as quickly as possible.
Thanks, and we look forward to helping get this sorted.
AELYLA ORDERS
I ordered a dual pillow on 11/1/26, still no delivery , no telephone number to make contact. Only received a email on the 12/1/26 that new stock due on the 22/1/26 and stock to be handed to courier within 24 hours, expect delivery 2-3 business days. Now it’s the 30th January still no confirmation that my pillow has been despatched or when I am likely(if any) to receive it.
BEWARE
Shirley Walters
11 January 2026
Unprompted review
Reply from Aeyla
Hi Shirley, We’re really sorry to read this and completely understand how frustrating this experience has been. We sincerely apologise for the lack of delivery updates and the delay in getting your Dual Pillow to you.
We appreciate that the timeline shared with you wasn’t met, and we’re truly sorry for the disappointment and inconvenience this caused.
Our team would really like the opportunity to resolve this for you properly, whether that’s by confirming dispatch, prioritising your order, or arranging a refund if you’d prefer. Please reach out to us directly via email with your order number, and we’ll make this a priority.
Thank you for your patience, and again, we’re very sorry for the experience you’ve had.
Excellent value for money.
Ordered 4 pillows & received 2 a few days later. Aeyla did not respond to emails but did respond quickly via Facebook messenger. They apologised & explained that 2 separate parcels were sent & the 2nd one was on its way & it arrived a few hours after I messaged them. What can I say about the pillows - life changing!! So comfortable & we only needed one each so we now have 2 spare! Lol.
30 January 2026
Unprompted review
Reply from Aeyla
Hi Bronagh, Thank you so much for sharing your experience and for your patience while the second parcel was on its way. We’re really sorry for the initial confusion and the delay in replying by email, but we’re glad we could get everything clarified quickly via Messenger.
We’re absolutely thrilled to hear that you’re loving the pillows, “life changing” is exactly what we hope to hear! 😄 And having a couple of spares definitely isn’t the worst problem to have.
Thanks again for choosing Aeyla and for taking the time to leave such a lovely review. We really appreciate it.
I have ordered a pillow 14th Jan
I have ordered a pillow 14th Jan. Told me it would be delayed I have tried to contact this company Aeylia and haven't heard a thing from them . Not very professional at all .
14 January 2026
Unprompted review
Reply from Aeyla
Hi Betty, We’re really sorry for the delay and for the lack of response, that’s not the level of service we aim to provide and we completely understand your frustration.
We’d really like to look into your order and help resolve this for you as quickly as possible. Please email us directly at support@aeyla.co.uk with your order number, and our team will assist you straight away.
Thank you for bringing this to our attention, and again, our sincere apologies for the inconvenience caused.
Refund
Unfortunately we were not happy with our choice and we received a full refund less small admin charge. Can ask for more.
28 January 2026
Unprompted review
Reply from Aeyla
Thank you for your honest feedback, Jackie 💛. I’m sorry the pillow wasn’t the right fit for you, but I’m glad to hear the refund process was handled smoothly. We truly appreciate you giving us a try and wish you all the best in finding the comfort that works perfectly for you ✨
Place an order, and wait, and wait ..!
Can’t comment on the product itself as, having placed an order yesterday, 27 January, and paying in full, today I received an email informing me that new stock wasn’t expected until 20 March! Automatic entry into a draw for a spa day was offered as compensation. While taking a deposit for an order is perfectly reasonable it is not usual practice to take full payment until goods are dispatched and the website should make it clear that there is a lengthy delay. Not the best way to inspire client confidence.
28 January 2026
Unprompted review
Reply from Aeyla
Hi Maggie, We’re really sorry for the frustration this has caused, and we completely understand why this experience has affected your confidence in us.
We’d love to provide a bit of context around what’s been happening behind the scenes. We’re currently in the middle of a major website migration from Shopify to Shopify Plus, alongside several design and functionality upgrades aimed at improving the overall shopping experience. Because of platform limitations, many of these changes require custom coding, which has temporarily limited how quickly we can update certain live elements on the site.
At the same time, we’re also transitioning to a new fulfilment centre. Unfortunately, this overlap has impacted stock visibility, meaning some product pages have displayed incorrect availability and delivery timeframes. We fully agree that this should have been clearer at checkout, and we sincerely apologise for that oversight.
Please be assured that we never intended to keep you waiting. Our manufacturing team is working double time to keep up with demand, but stock has been selling out very quickly. While we do have multiple shipments arriving on different dates, we can only dispatch orders once stock has physically landed with us.
As soon as we identify any delays, we proactively email affected customers and always offer the option of an immediate refund, so you’re never locked into waiting if that’s not right for you. The spa day draw was intended as a goodwill gesture, but we appreciate that transparency and clarity matter far more.
We completely understand your concerns and would be happy to process a refund straight away or keep your order in place. Please let us know how you’d like to proceed, and we’ll take care of it promptly.
ORDER #AEYLA127175
ORDER #AEYLA127175
I placed an order on the 16th January for 4 pillows and the only tracking available is through SHOP and it still shows awaiting details. I emailed through that app and then directly and have had no response at all from either. I am receiving daily emails about products so no issue with receiving them or going to junk mail. Could please have an update? I wasn’t told to expect a two week delay with still no update. This is really poor service with regards to communication.
16 January 2026
Unprompted review
Reply from Aeyla
Hi Donna, We’re really sorry for the inconvenience caused by the delay and completely understand how frustrating this must be.
We’d also like to provide a bit of context around what’s been happening behind the scenes.
We’re in the middle of a major website migration from Shopify to Shopify Plus, alongside several design and functionality upgrades to improve your overall shopping experience. Because of platform limitations, many of these changes require custom coding, which has temporarily affected how quickly we can update certain live elements on the site.
At the same time, we’re transitioning to a new fulfilment centre. Unfortunately, this overlap has impacted stock visibility, meaning some product pages displayed incorrect availability and delivery timeframes. We completely agree this should have been clearer at checkout, and we sincerely apologise for that oversight.
Please let us know via email support@aeyla.co.uk how you’d like to proceed, whether you’re happy to keep your order and wait, or would prefer an immediate refund, and we’ll action it right away.
Thank you for your patience and understanding.
Not in stock - drop shipped?
Haven’t even received the pillows yet. Purchased during a “sale”, on 12th January. Within 24 hours had an email from them to say that they don’t actually have any stock and they’re on back order, with delivery expected between 22-24 January. For the inconvenience though, I got an “exclusive perk”… entry into a “prize draw”. Cool.
I chased them on 26th after hearing nothing for 2 weeks, and now they tell me that there are further delays meaning stock is “expected within their warehouse around the first week of February”.
Really poor. Stop advertising for sale something that you do not have in stock and can not deliver. If you’re going to charge three figures for two pillows, you need to provide way better service and delivery.
12 January 2026
Unprompted review
Reply from Aeyla
Hi Sherri, We’re really sorry for the frustration this has caused and completely understand why you’re disappointed.
Your order was placed during a period of very high demand, which unfortunately led to stock selling out faster than expected. While we did notify you of the initial backorder, we acknowledge that the revised timelines and uncertainty have fallen short of the service we aim to provide, and we’re truly sorry for that.
We agree that items should be clearly marked when stock is limited or delayed, and we’re actively addressing this to prevent it from happening again. Your feedback is taken seriously and has been shared with the wider team.
If you’re no longer happy to wait, we’re more than happy to arrange an immediate refund. Alternatively, we can provide a direct update on your order’s current status. Please email us at support@aeyla.co.uk and let us know how you’d like to proceed, and we’ll action it straight away.
Updated Review
I ordered my pillows on 10th January. Like many others I received an email saying they were out of stock. I was told the new stock would be arriving on 22nd January and would be handed to the courier within 24hrs and with me in 2 -3 days! Like many others no pillows, no response to my email and no way to track how or if my order is progressing. This will be my first and last order!!
I am now upgrading this review. I am delighted to say that the company certainly improved their service! After my poor review I was kept up-to-date at every stage of the order.
In terms of the product - it is a softer pillow than I expected and it took a couple of nights to adjust to it. However I'm now finding it so comfortable and no longer wake up with a sore neck. It was worth the wait. Great product - just keep your customers updated on delivery.
10 January 2026
Unprompted review
Reply from Aeyla
Hi Sandra, We’re really sorry for the frustration this has caused and for the lack of communication, we completely understand how disappointing this experience has been.
At the moment, we’re unable to locate your order based on this review, as no order details were included. We’d really like the chance to look into this properly and provide you with a clear update or arrange a resolution straight away.
Please email us at support@aeyla.co.uk with your full name and order details, and our team will prioritise this for you. We’re truly sorry again for the experience so far and hope we can make this right.
I seem to have suffered the same fate…
I seem to have suffered the same fate as many of the other recent reviewers here. The company were happy to take my money for a pillow they clearly knew wasn't in stock.
I'm always willing to give companies a chance, so I waited until the new delivery date they gave had been and gone before contacting them. They didn't reply to any of my emails and I never received any updated delivery information, just constant marketing emails! I did a charge back through PayPal who refunded my money.
When will companies learn that customer service and transparency are key! Misleading people in this way is very irritating.
28 January 2026
Unprompted review
Reply from Aeyla
Hi Paula, We’re really sorry to hear about your experience and completely understand why you felt frustrated.
We regret that the delay and lack of clear communication led you to request a chargeback, and we’re sorry we didn’t have the opportunity to resolve this for you directly first. Transparency and customer care are extremely important to us, and we acknowledge that we fell short in this instance.
Your feedback has been shared with our team as we continue to address the issues around stock visibility and communication to prevent this from happening again. We’re genuinely sorry for the inconvenience caused and appreciate you taking the time to share your experience.
Awful experience - no sign of my order after weeks
Awful experience. Order placed 11 Jan for advertised 3-5 business days delivery (and money taken straight away of course). Then I get an email saying out of stock - more in on 22 Jan. I've heard absolutely nothing since and nobody responds to my emails. I will be raising a dispute with PayPal to get a refund as I need the product by this weekend and I have no confidence I will ever get it. Order #AEYLA123882
11 January 2026
Unprompted review
Reply from Aeyla
Hi Catherine, We’re really sorry for the frustration this has caused.
We can see that our team has already responded to you via email regarding your order and the next steps. We apologise for the delay and understand why this experience has affected your confidence.
If you have any further questions or would like us to proceed with a refund, please reply to the email we sent and we’ll assist you straight away.
Delayed delivery..
Contacted company after 2 weeks as order not arrived. Quick response. They were waiting an imminent delivery with apologies. 2 says later order out for delivery...
26 January 2026
Unprompted review
Reply from Aeyla
Thank you, Trish 💛. We’re glad your order was sorted quickly and arrived safely. Wishing you many restful nights ahead with your new pillows 😴✨
SCAMMERS
SCAMMERS - Do not use ******* ypu work hard for ypur money - they pay people to put on good ratings but the real people - never get the pillows
MY LAST EMAIL Forget PUTTING ME IN the pretend raffle scammers if you could not deliver the stock but was greedy enough to take people's money and then try to pacify by saying a raffle , is the most ridiculous thing i have even read - get a date for me i ordered on the 9th and it was express - false advertising, suggesting you had stock suggesting express delivery suggesting you were a reliable Uk business when in fact the goods are from China
9 January 2026
Unprompted review
Reply from Aeyla
Hi Beverley, We’re really sorry for how upset and frustrated this experience has made you. We completely understand why you feel this way, and we apologise for the delay and the disappointment caused.
Your order has been affected by exceptionally high demand, with stock selling out far faster than anticipated. This is the reason for the delay, not a lack of intention to deliver. We want to reassure you that your item is scheduled to be delivered, and our team is working to dispatch all outstanding orders as soon as stock is available.
We’d also like to clarify that we are a UK-based company, and all of our pillows are designed here by our Product Development Team. While we do source materials and manufacture with trusted specialists around the world, including countries such as Portugal, Turkey, India, and China, this global approach allows us to maintain high quality, comfort, and durability standards.
We’re genuinely sorry that our communication and timelines have led to a loss of trust. If you’d like a clear delivery update or would prefer to discuss alternative options, our customer care team is ready to assist you directly via email.
Advertising and selling stock they don't have!
I ordered 2x dual pillows on 9th January with Express delivery.
The very next day I received the following message from Aeyla:
We wanted to let you know as soon as possible that there’s been an unexpected delay with your order. Due to very high demand, the DUAL Pillow is currently on backorder, with new stock arriving at our warehouse on 22 January.
At that point and ever since they have been relentlessly marketing the same pillows that are apparently out of stock without any mention of this on their website to unsuspecting customers.
I wrote to them and managed to get my 'express delivery ' fee refunded, but only after asking...which to honest you think they might have offered instantly anyway! Either way, here we are on the 27th of January and I'm £80+ worse off and there is still no sign of any pillows! ☹️😖
Planning on chasing them again tomorrow, but whatever happens they already need a bad review for misleading customers on stock availability and poor communication.
All I can say is that if I ever get these pillows they and better be bloody amazing.
9 January 2026
Unprompted review
Reply from Aeyla
Hi Geoff, We’re really sorry for how frustrating this experience has been and completely understand why you feel misled and disappointed.
Your order was affected by an unexpected stock delay caused by very high demand, and while we did notify you as soon as this was identified, we acknowledge that the continued marketing emails and lack of clearer visibility on stock availability added to the frustration. We agree this should have been handled better, and we’re sorry for the impact this has had on your confidence in us.
We can see that your express delivery fee was refunded, and we apologise that this wasn’t offered proactively at the time. Your pillows are still due to be dispatched as soon as stock is fully received and processed at our warehouse.
If you’d prefer not to wait any longer, we can also arrange a full refund straight away. Please reply to our latest email, and we’ll make sure this is prioritised for you. We genuinely hope we can still turn this around for you.
Ordered 5th Jan and still no pillows
Ordered 5th Jan and still no pillows.
They take your money and don't inform you of such a delay. Wanted pillows for a post op recovery now too late.
Customer service terrible.
Following day my pillows arrived over three weeks from ordering. Now I need to return them as too late for the particular use of them.
5 January 2026
Unprompted review
Reply from Aeyla
Hi Lou, We’re really sorry for the delay and for the disappointment this has caused, especially knowing the pillows were needed for post op recovery. We completely understand how upsetting this is.
Your order was affected by an unexpected stock delay due to very high demand, and we apologise that this was not communicated clearly enough at the time. We agree that this is not the level of service we aim to provide.
We’d really like the opportunity to look into your order and either provide a clear update or arrange a refund straight away. Please email us at support@aeyla.co.uk with your order details so we can prioritise this for you.
Terrible stock management
The customer service team are really lovely, but this business are shocking at managing stock! They oversell and then inform you of delay after delay saying the stock they got in sold too fast, surely you stop advertising 'in stock' until you have filled already paid orders? Anyway, never got to try the pillow I cancelled my order having waited too long.
27 January 2026
Unprompted review
Reply from Aeyla
Hi Emily, We’re really sorry this was your experience, and we appreciate your kind words about our customer service team.
You’re absolutely right that stock should be managed more carefully, and we understand why the delay led you to cancel. Demand exceeded expectations, but we acknowledge that availability should have been clearer and that paid orders should always be prioritised first.
Your feedback has been shared with the wider team as we work to improve stock control and prevent this from happening again. We’re genuinely sorry we couldn’t get the pillow to you in time and appreciate you taking the time to share your experience.
Absolute joke.
Placed an order fir two pillows. Got an email the next day saying there's a delay. Asked to cancel they said ok .still waiting for a refund. PLEASE DON'T USE THIS COMPANY AND TELL OTHERS TO AVOID .
21 January 2026
Unprompted review
Reply from Aeyla
Hi Danny, we’re really sorry for the frustration this has caused and understand why you’re upset.
We can see that your cancellation was confirmed, and your refund is currently being processed. We apologise for the delay and for any lack of communication around this.
If you haven’t already received the refund, please email us at support@aeyla.co.uk with your order details and we’ll make sure this is followed up and resolved as quickly as possible.
Please be careful when ordering from…
Please be careful when ordering from this company. I ordered on the 9th January and have received nothing, with no shipping notification.
They are not responding to my emails sent to support@ despite responding on trustpilot to ask for my details 5 days ago. I gave order numbers etc and they have still not responded. I would not use Aeyla given my experience. I have paid £70+ for the pillow which has not arrived. Will be taking this further.
27 January 2026
Unprompted review
Reply from Aeyla
Hi Jane, follow-up after you shared your details. This is not the experience we want for any customer.
We apologise for the delay in responding via email. Due to a very high volume of enquiries, some responses have unfortunately taken longer than expected, but that’s not an excuse, and we’re actively working through the backlog.
Please be assured that your payment is safe, and this is not something we take lightly. If your order has not yet been dispatched and you’d prefer not to wait any longer, we can of course arrange a full refund.
We’ll prioritise this to ensure it’s resolved as quickly as possible.
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