Extended San Francisco Dispute Over a Withheld Pillow and Bot-Only Support

A San Francisco customer describes an extended dispute across two consecutive orders. The first came back damp and was left in a building lobby rather than delivered to the door; the customer tipped below the usual rate for the service quality. They say the same worker then declined to accept their next order, and no one else would accept it for two days until they raised their offered rate substantially. A second worker allegedly kept a pillow, promised to return it, then stopped responding; the customer noticed the assigned worker's later receipt no longer itemized the pillow, and says their message history with that worker disappeared from the platform. They describe a long wait in an automated chat queue with no live agents available, and a missing-item form process they felt was designed to discourage rather than assist recovery. After escalating directly to company leadership, the pillow was eventually returned, but in a visibly soiled and damp condition, which the customer interprets as retaliatory. Poplin's public reply was a general apology.