PuffyReviews of puffy.com

I didn't get the my package do to it was sent to the wrong address please resend to my address thank you

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.

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!!!!