PuffyReviews of puffy.com

We purchased a Puffy mattress and adjustable frame through a local retailer because we wanted to support a small business. Unfortunately, this experience has been incredibly disappointing. The mattress does not work for us, and we later learned that the 101-night sleep trial, 100% money-back guarantee, and 0% financing options are only available when purchasing directly through Puffy. When we contacted the retailer to return the mattress, we were told they would not accept a return or offer a refund. They would only offer an exchange. The owner claimed this was explained at the time of purchase, but there was no signage, no paperwork, and nothing was said to us that made it clear we were giving up Puffy’s trial period and refund guarantee. Now we are stuck with an expensive mattress that is not right for us, paying interest on it, with no way to return it. We chose Puffy because of the highly advertised trial period and satisfaction guarantee. We assumed those benefits applied to the product no matter where it was purchased. It feels misleading to discover after the fact that we have no ability to return a product that does not work for us, even though we bought it from an authorized retailer. This experience has damaged our trust in the Puffy brand. We strongly urge Puffy to make this policy clear and obvious on your website, in your ads, and at the point of sale so other customers do not end up in the same situation. If customers who buy from retailers are not entitled to the same protections, that needs to be made very clear before purchase. We wanted to love this product, but it does not work for us. Because of this policy gap, we are stuck with something we cannot use. We hope Puffy will take steps to address this issue so other customers do not go through what we did.

I ordered teeth which took a lot longer than was stated when arrived if I had milk teeth they'd be fine also they state that it's a full top and bottom set but no it's just the front line on top and bottom sets total waste of money. I have sent plenty of emails without any replies

I reached out to Puffy because I had a lump in my mattress after a few months of use. They asked me to do a series of pictures to show the issues I was having and so I did. The Monarch is about 4k in price and thsts not a big deal but I got a defected matress thsts the problem. I am a tow truck owner operator and treated myself to this mattress only to get worse sleep than my old mattress which im glad I kept. I should've listened to my partner and got the Beauty rest shame on me for trying this company. They dont want to honor this issue and now im stuck with a mattress that I won't use.BEWARE because if theres a issue dont expect a replacement , I dont even want a refund,I just want a good matress.Wish I can post video and pics you guys would think twice..Whenever I sleep on another bed while on vacation I feel so much better, glad I kept my old mattress, should have gotten a beauty rest as I was advised, im embarrassed to tell anyone I spent 4k on a mattress thats now a wasted defected mattress. PEOPLE JUST GET A BED FROM A COMPANY WITH A HISTORY AND REPUTATION TO UPHOLD. Ideally im disgusted in .myself for buying this junk.

I ordered the queen cloud puffy mattress, the queen adjustable base and a mattress protector on 06/17/2025 and I finally received my complete order on 06/23/2025, because most fedex drivers don't know how to follow delivery instructions, which has been a nightmare lately with many packages, not just this puffy order... Anyway, I've been using the mattress/bed base since then but it's causing discomfort and pain in my left and right middle fingers, which has been happening since I started sleeping on this mattress/bed base... Plus, I have a really weird issue happening, and I even sent them a recording of it... For some reason, I'm having a muffled clicking/popping in my right ear, after I've been sleeping on this mattress/bed base, but it goes after I get up, and it happens every time... I unplugged the power from the adjustable base for a night, to see if something with that is causing the issue, but it continued to happen, it's just very odd... Here's an explanation of it; when I go to move my eyebrows up and down, as if I'm doing an eyebrow lift, stretching my face, with my mouth closed, it happens, as well as when my mouth is open, and I do the same eyebrow lifts... Anyway, I had contacted puffy via email on 07/14/2025, explaining these issues and they immediately responded and offered to send me a free mattress topper, which I agreed to, hoping it would fix my issues... They didn't acknowledge my right ear issue, which I'm sure they are as perplexed as I am, as to WHY something like this is happening... Anyway, I received the "cloudlike" as it is described, mattress topper on 07/21/2025 and tried it for about a week, but it didn't help the current issues but seems to have caused more issues... There is nothing "cloud like" about the cloud puffy mattress or the mattress topper... On 07/29/2025, I emailed them about my continued issues, letting them know I wanted to return everything, because they have the 101 night trial, where if their product doesn't work for you, they will setup for the mattress and adjustable bed to be donated, but I didn't get a quick response like I was getting, when I was making a purchase or when I first was inquiring about their products... Anyway, on 08/01/2025, in the early morning around 1:35am, I emailed them because I still hadn't received any kind of response whatsoever, hoping that they would respond by the time I woke up that day... Well, I didn't get a response, so I again emailed them on this same day, 08/01/2025, around 1:45pm, but I never received a response... SO, I then called them after 4pm on 08/01/2025, and the guy that answered, marcus, was being rude and short with me from the get go, when he asked me for my email address, which got me a little riled up, so I started micmicking his behavior; well after he said he pulled up my email, he asked what is this regarding, so I started trying to give him my order number and he said, that won't be neccessary I have the email, the order number is updated with the email... So, I then said, OK, if you looked at the email, then you know what this is regarding, then he says, OK, can you explain to me what the issue is that I can assist with today... Which at this point annoyed me because it's in the email, so I told him, well, if you look at the email it tells you, you say you can see the email, then I said, you're trying to be rude and I'm not going to just let you be rude, OK, then he starts with SIR, and I say, look at the email and you know what I'm talking about and he says, I'm going to go ahead and disconnect, thank you and then hung up... Well, I would have expected him to then reply to my email, since he had it pulled up, but he didn't attempt to acknowledge my email, which has the details... So I emailed them again on this day 08/01/2025... But I still didn't hear from them... I emaiiled them again 08/02/2025 but still no response... On 08/03/2025, I went on the chat online and put in a bogus email as my contact, then I got jonas creason on there, so I asked why they haven't answered my email, and I put my legit email address, and he says, "I apologize for any delay in response to your email. Our team responds to emails in the order that they are received, so if there is a high volume of emails, it may take 24-48 hours to receive a reply. Generally, we are able to respond much quicker than that, but we will respond to your email as soon as we are able to. Are there any other questions that I can answer for you today?" I finally got the guy to give me a link to start the return process and I went on there and went through it and the system generated message says they will contact me once they have setup the pickup return for donation... It's funny that I never had a problem getting their emails but the chat guy says, they responded every time! LIES!!! I GUESS I HIT THE MAXIMUM CHARACTER LIMIT, SO I CAN PUT EVERYTHING IN HERE...

Puffy did not allow to deliver to a PO Box. We had packages arrived at different dates. The mattress is not as advertised; it is hot and motion is not isolated. The pillows are hard and not being used. I was unable to write a review on the Puffy website and makes one question if the current reviews are selective?

Bed did not hold up. I am replacing after 6 years

I purchased a Puffy mattress on October 1, 2023, after reading dozens of glowing reviews — especially from side sleepers like me. I made the investment in good faith, choosing their most luxurious and softest model, and spending over $4,000 to ensure the best possible sleep. I was drawn to the brand’s reputation for quality, alignment support, and customer satisfaction. What followed was six months of increasing and unexplained hip pain. I sought chiropractic care, began a stretch therapy regimen, and tried everything I could think of to relieve the discomfort. Nothing worked — until I traveled out of state. On a trip to Texas, my pain vanished entirely. It happened again while visiting family in Arkansas. That’s when I realized: the one constant that triggered the pain was sleeping on my Puffy mattress. To be sure, I conducted a test at home — three nights in my guest room on a Beautyrest Black mattress — and the pain disappeared again. Returning to my Puffy mattress brought the pain right back. The conclusion was clear: the mattress was too soft for my body type, particularly in the hips, and lacked the support I needed despite being marketed as ideal for side sleepers. I reached out to Puffy, hoping they might offer a solution. I wasn’t expecting a full refund, but I hoped for a credit toward a firmer model or any gesture of meaningful support. I shared the full context: months of medical treatment, travel-based testing, and clear evidence of harm. Despite all this, I was told I was past the 101-night trial period and the only thing they could offer was a mattress topper — which, frankly, undermines the entire point of purchasing a $4,000 mattress with built-in luxury layers. While the customer service tone was polite, the resolution was rigid and dismissive. I’m now stuck with a mattress I can’t sleep on and a physical issue it helped create. If you’re considering Puffy, I strongly urge you to be cautious — especially if your body type requires firmer hip support. And know that once the 101-night trial ends, Puffy’s policy leaves no room for flexibility, even when health is affected. For a brand positioned around care and comfort, that’s a painful disappointment. Update: I see that puffy has replied here asking me to contact support. Please note that I contacted support five times already to no avail stated in my review above. I have spoken with Cesar, Jon, Jonas and Taylor. All were polite and either unable or unwilling to compromise.

First few days this mattress was ok we have only had it less that a month and there is low spots and lumps. It is like I am sleeping in a hole. With a bump on the side of me. You can’t sit on the side without sliding off. When you get the mattress you get this card that tells you that this is normal in these mattresses. Don’t you think this info should be given in all that good info you received while they are trying to sell you. Then all that bragging about there guarantee. Except it is manufacturers choice to repair or replace why would I want a repair or replacement. I want my money back. Plus I have to pay shipping. Be very careful when buying this mattress I wish I could attach the card be sure to ask for it before you buy it