Frustrated: I keep getting told it’s on the way, but nothing’s moved since the origin scan. I just want a real answer.
New Orion owner here, and I want to like this — genuinely excited to move from an air-based cooler to water. The Control Tower arrived June 30. But the mattress cover has turned into a frustrating experience, and it’s less about the delay than how it’s being handled.
Here’s what I can see myself:
- Both the tower and the cover left the same San Bernardino, CA origin on June 27, minutes apart.
- The tower shipped LaserShip, got picked up that night, and was at my door by June 30 — scan after scan the whole way.
- The cover shipped UPS Ground, and its last event is “arrived at sort center, June 27.” That’s it. No pickup scan, no UPS possession, nothing in five days.
I’ve contacted support twice. Both times I was told the cover “has shipped and is on the way.” But that’s not what any of my tracking shows — it shows a package that hasn’t moved since origin. What’s frustrating isn’t the wait, it’s being told “it’s on the way” as if that answers the question, when it just repeats the one scan I can already see. It feels like no one actually pulled the shipment and looked into why UPS hasn’t picked it up, or where it really is.
That’s all I’m asking for. Not a canned “it’s on the way” — an actual investigation. Has UPS taken possession or not? Is the July 5 estimate real or a placeholder sitting on top of a package that never moved? If it’s stuck at origin, tell me that and reship it. I’d take an honest “it’s stuck, here’s the fix” over another reassurance that the tracking flatly contradicts.
Anyone else had the cover stall at origin like this while the tower sailed through? And if someone from the team sees this — please dig into the actual shipment before telling me it’s on the way.