PuffyReviews of puffy.com

Horrible, Rude customer service. Wouldn’t give me solid info on why my mattress was well over a week late and when it would arrive. Two different associates (Adrian and Jonah) both accused me of lying. After agreeing to wait a couple more days they cancelled the order when it was finally within an hour of my home. See you next Tuesday, Puffy!

I would give them a half star or less however one star is the lowest allowed. A few years ago I purchased a puffy bed which is not cheap or at least the one I picked out. After 2 years roughly it began to sag a lot and has continued to become worse. I am not an overly heavy man roughly 200lb. I now sink down to about 3/4 of the way down, I made contact with them earlier this year and they seemed to have an attitude the entire time. I showed them the sagging and their response was I am forcing the sag/dip in the photos 📸. Their fix was to send a foam top which gave no support being the bottom 'the mattress ' has broke down. I contacted them again with the same replies as before I'm pressing down to make the bed sag. I would guess their plan in most cases is to argue for the life span of the bed which is 7-10years. Then they'll say the bed is past it's lifespan and the warranty is no longer valid.

While others had trouble getting a hold of customer service, I did not have that same experience. In fact, I spoke with 3 different customer service people including a "supervisor". The first one was incredibly rude and evasive, along with lying to me twice regarding never having a warranty claim filed for a Monarch (retailer told us about 3 different warranty claims in his store alone) and not being able to tell me the thickness of the wool layer (a fact that is easily found on the product page). The second was really nice but ended up explaining their warranty process inaccurately. When I explained we had just gone through a major issue with another manufacturer (their wool pillow top compressing to such an extent that there was an over 1.2" dip on both mine and my wife's sides after only 8 months of normal use) and them telling me they refused to do anything about it, he took a look at two of the photos I had sent the other company and said "that's obvious and we would absolutely replace the mattress". Well, when I asked for something in writing before spending almost $4k on their mattress, I received a call from the supervisor. The supervisor basically told me he will need to do additional training with that rep because they too would not stand behind the product after the 101 night trial unless there was at least an 1.5" divot. Then I asked about the Royal and to know thepound density of the memory foam being used, this supervisor said he would have to do some research and call me back. When he did (about an hour later) he told me he couldn't reveal that information because it was proprietary. That's laughable because other manufacturer's boast about the quality of what they use in their mattresses. I come to find out that they are paying for reviews, offering credits for good reviews, have disabled Google reviews, and then I read all the horrible reviews here. Needless to say we will not be purchasing from this company and I suggest others find a mattress elsewhere.

Buyer beware! We bought our Puffy Luxe King mattress in spring 2020 right before Covid. We absolutely LOVED the mattress and would look forward to sleeping on it. It was very soft and really did feel like sleeping on a cloud. The only complaint we had was the initial smell of it and how heavy it was, both were short term problems. Then 4.5 years later it started deflating, I can't think of a better way to describe it. The mattress is now so uncomfortable we can't lay on it for more than an hour without back pain. The Puffy website offers a "lifetime warranty" however they have rejected our claim and it looks like we're going to have to buy something else. If you want a luxury short term mattress, I would recommend a Puffy! Very comfortable but do not expect durability. If you want a mattress to last the expected lifespan of 6-8 years with some high quality mattresses lasting up to 15 years (this definition of a mattress' age is from Puffy's website) I recommend looking elsewhere.

Huge recruitment tests only to send an automated refusal message.

We have the puffy queen size mattress purchased in 2020. Both my wife and I are side sleepers and purchased the Puffy Lux mattress for that reason and after reading all those 5 star reviews (Don't be influenced by those reviews as we were). After only a short time of owning this mattress our hips and lower back are constantly hurting. We have to try to change positions throughout the night to get comfort from the pain. There is a lump in the center which causes either one of us to roll into each other when trying to adjust our position causing breaks in our sleep patterns. This should not happen from a so called quality mattress. Let the buyer beware.Now we are considering purchasing a different brand of mattress after only a couple of years..

I’m a Puffy mattress owner, have 2 already. In the process of buying a third and the process has been awful. I was notified I should have within the week, but never received tracking info. Called CS twice, each time they said they would call or email me with the info. Nothing. Called today, the rep said delivery dept was open yet he’d call back. Nothing. Called again and the rep said the mattress is on back order. Meanwhile, I got rid of my mattress as I expected delivery and no one indicated there was a manufacturing delay. I got a manager on the phone he offered me $75 credit on a $1200 masters and I’m sleeping on the floor on an air mattress! But more importantly, still can’t guarantee when I’m going to receive it. I u Serrano delays occur, but no one was upfront with me each of the times I called in. This may be my last Puffy!

The Puffy Company has a generous return policy ONLY if you buy directly from them online. I wanted to lie on the bed before purchase, so we sampled in store and bought from a retail store thinking they would follow the company policy. After sleeping on it one night, my back was killing me. I’ve never had back trouble before!!! The individual store WOULD NOT honor Puffy policy. I called the company and was told the return policy is left up to the retailer and the company return policy ONLY works for online sales. I am out the cost of two twin XL mattresses!