PuffyReviews of puffy.com

I purchased a Puffy Lux Hybrid mattress May, 2025 (received in June 2025), which at the time included a 101-night sleep trial. As of February 23, 2026, Puffy has updated its policy to offer a 365-night trial—more than triple the previous period. I am currently approximately 10 months into ownership, which places me well within the 365-night trial now offered to all new customers. I contacted Puffy to request a one-time goodwill exception to return the mattress due to ongoing comfort and support issues. My request was denied. Their support team stated “our systems and insurance protocols are strictly tied to the terms and conditions agreed upon at the time of purchase" related to the newer policy. Therefore, they are unable to help me. This response is concerning. I am not disputing the original policy; rather, I am requesting a reasonable exception given the proximity of my purchase to the policy change and the fact that I fall within what is now their standard evaluation period and just happens to be the standard for mattress companies across the spectrum. A mattress is a long-term product that often requires extended use to fully evaluate. Puffy’s move to a 365-night trial appears to acknowledge this. However, customers like myself—who purchased shortly before this change—are being excluded from what is now considered standard. I made this purchase in good faith, expecting a product backed by a satisfaction guarantee. I am simply asking for fair consideration consistent with Puffy’s current policy and customer experience. I declined offers for 15% off a topper or exchange, as these do not address the underlying policy issue. On a positive, their customer service was polite and quick to respond, even if the outcome was not desirable. Update: 04/29/2026 After going up the chain a bit further(BBB), Puffy agreed to honor a refund. They promptly set up a pick-up time of the old mattress and refunded my money. I am satisfied with the result and their professionalism.

SEND the replacement motor already. It has been a month. I need a bed with elevation, its not a want. Your frame has a lifetime guarantee yet you make me turn the bed upside down, take video/photos and wait for your review. You must have NUMEROUS faulty products in review. SEND the motor or a new frame immediately.

I’ve had my mattress for about three weeks. The delivery took much longer than expected, and when I reached out to Puffy for assistance, I never received a response. The mattress even made it to my state before being sent back to Texas, which was disappointing—especially with no communication from customer service. I purchased the Royal mattress, and it’s much firmer than I anticipated. I had read that it was “soft,” but I disagree. Overall, it’s not a bad bed, but I wouldn’t purchase it again.

Update.... Puffy did correct this and make it right after we jumped through their hoops. They issued me a store credit due to the inconvenience caused, to use towards another store purchase. I've never had any bad dealings with them up to this point, but I appreciate them rectifing the situation pretty quickly. First review...I got my sister and niece to get one and they have had no issues, not even with customer service, however we just purchased ours 9 months ago and the support didn't ever seen right, so one night my husband worked late and I tried his side. Well his side was amazing. The support is right on. I have back and hip issues and insomnia. The mattress is making it worse, however when I sleep on his side, I have no issues. So I emailed support and got horrible experience. We're paid $4000 for this mattress and they are making us jump through all kinds of hoops to get an exchange for one that works. They have had us submit 4 emails and 20 pictures. They want exact measurements with ruler in the photo. We had to unmake our bed 3 times now which is not an easy task. We have submitted over 20 photos. They even asked for a broom handle or take???? Their company needs an investigation department where they send it representative to gather that information and lay on it themselves. Photos don't show you support in a mattress, your body does. I'm very unsatisfied with their lack of true customer service. For what we spent on everything we purchased, we should be getting white glove treatment, VIP!!!!

Puffy royal mattress. I’m very disappointed with the Puffy mattress. It did not provide the comfort or support I expected,also fif not expand fully, and after giving it time to break in, it still hasn’t improved. Unfortunately, the bigger issue has been customer service. I reached out for help and a possible replacement, but they were unwilling to assist or offer a reasonable solution. For the price, I expected much better quality and support from the company. Based on my experience, I would not recommend this mattress or the customer service behind it.

They have extremely bad management. They constantly advertise 10s of jobs with the same title for different locations, and doesn't really hire. They just give assignments through which they get their work done and will dump you after that. I haven't tried their products, but have been through their interviews for a Head of PPC job and found their criminal behaviour. If they don't care about people's time who are just looking to earn honestly, how can they care about their customers. If you are a human and care about humanity, avoid buying from them. Btw, you can check out their linkedin to see how many fake active jobs they have.

I bought my mattress in 2021, 2 years later it lost its shape and support with a hump between my husband and I. Customer service put me through hell with multiple pictures that they couldn't see but we could for sure feel and see. moving the mattress multiple ways. after continually arguing with them, they said they would make a one time replacement. That was in 2023. Now today two years later this mattress is doing the same thing. lifetime warranty is a hoax and huge hassle, do not know if I even want to call them again. I am 65 and cannot do all that mattress picture taking again. That's how they get you and try to wear you down. This is what they send you "· Images of the mattress’ overall condition. · Close up of the defective area showing an indent/dip greater than once inch. You can demonstrate by using something with a straight edge: a level tool, broomstick, or laying a piece of string/yarn across the bed. (To measure the indentation, unzip and remove cover. Then, place ruler vertically across the mattress to show the depth of indentation. The mattress must be flat on the floor to be measured so that indentations in the mattress can be differentiated from problems with your foundation or frame). · Photo of the other issue that you are experiencing (if no indent/dip). · Image of the serial number located on the mattress tag. · A clear image of the foundation being used for the mattress. If the base is damaged, it can result in dips or sagging of the mattress." Okay a king mattress on the floor Where? This mattress is very heavy once out of box! This is not an easy customer friendly lifetime warranty from a company that cares. Don't know what I will do now that I'm retired As of today 12/4/25, I received confirmation that they got my review, and they would be contacting me. Nothing further has been done!!! No contact !!

I originally purchased a Puffy mattress about five years ago. It was an entry-level model, but overall it was fine and served its purpose. When I moved into a larger home, I decided to invest more and spent around $3,000 on additional Puffy mattresses. Unfortunately, within just a few months, the new mattress started causing me significant back pain. I reached out to Puffy’s customer service for help, hoping they would stand behind their product given the cost and my loyalty as a repeat customer. However, the support I received was very limited, and they refused to consider a replacement despite my concerns. This was extremely disappointing, especially after making such a large investment. Eventually, I switched to a Sleep Number mattress, and since then my back pain has been alleviated. It’s frustrating to know that spending so much money on Puffy led to such a poor outcome and unhelpful support when I needed it most. In short: the initial mattress was decent, but my later experience was very negative. Between the lack of comfort and the unaccommodating customer service, I cannot recommend Puffy mattresses.