Puffy Mattress Reviews

Ordered on-line and within 24 hours realized that I ordered the wrong mattress, I needed a very firm mattress for my back.
So, within 1 business day I called Puffy and spoke to Ria who said that she understood why I wanted to cancel and that she had to first contact the shipper to ensure that it had not shipped yet. What??? One week later and many emails, I rec'd an email from FedEx that they would deliver mattress in 2 days. I contacted FedEx and they stopped the shipment and they rerouted the mattress back to Puffy.
With today's internet and all communications being electronic (or via actual voice), why could this order not be stopped immediately, and never went to shipping. At a minimum an actual voice call from Ria to their cancelation department?
Overall, this has been a terrible experience with Puffy! The charge is still on my PayPal/Discover. Good thing that those companies will not require me to pay and have now put a bad review on Puffy!
Puffy - shame on you!!!

Purchased Puffy Lux King Size Mattress and after 3 months of use, the mattress becomes so soft and doesn't give any support to lower back. I started having severe back issues because of this mattress.
Moreover this company is a fraud one, they don't post any negative reviews on their website. People like me get fooled by looking at all 5 star ratings.
Never ever purchase mattress from puffy.

Puffy
My experience with Puffy has been beyond disappointing. I have never experienced such poor customer service. I ordered a $3,000 mattress in July, got a shipping confirmation that my mattress was arriving less than 2 weeks later so I got rid of my old one. I never received my mattress (shipping confirmation said it was delivered in Colorado, while I live in LA) and I had to sleep on a couch for a week.
The customer service was unresponsive by phone, email, and chat. I tried every means possible; I tweeted them, instagrammed them, and even messaged their CEO and head of customer service on Linkedin. I finally got a response that my mattress was never shipped and would be sent soon. A few days later (after waiting 3 weeks+), a person from customer service emails me that I am lucky to be getting my specific mattress because they are sold out and I got the last one.
I finally receive the mattress in a beat up, torn box. Once I open the box, the mattress is wrapped in plastic but I notice stains on it. After a day, I look at the mattress and notice that the shape is uneven. The mattress also has a horrible chemical smell; I waited a week to sleep on it and it still stinks. It rose much more in the middle than on sides. I email their customer service and am told I will hear back within 2/3 days. Weeks go by and I don’t hear back after multiple follow ups so I disputed the charge with my credit card company. I truly believe that this is a scamming company. They have THOUSANDS of good reviews that pushed me to purchase, but I cant believe any of them are real. When I left a bad review on their website, it was instantly deleted. Then I posted the same review but gave them 5 stars and my review stayed until they saw what I wrote and took it down.
Now its been 4 months and they have ignored my credit card companies attempts to mediate and are completely unresponsive. STAY AWAY FROM PUFFY! You will regret a purchase from them!

I bought the puffy mattress, but was way too soft and does not provide proper lower back support, as a result i developed backache. I contacted puffy to return the mattress. Its been three weeks now no update from them , and they are not replying to my emails. The worst customer service ever.

I purchased this mattress end of May. I am within 100 days. At first the mattress was good and it felt like luxury. As time went on I found the mattress was getting hot at night and I was boiling. I put this down to summer but as the nights have cooled I still get hot.
I also started to get lower right back pain. I put this down to my office chair but after spending an evening at my partners who recently purchased a firm Ikea mattress I woke up with no lower back pain. So that told me that it was my mattress. On a positive note my neck pain disappeared with the puffy but lower back pain is no good. I like laying on my right side so the mattress is not supporting my lower back when I’m laying on that side. I am starting the refund process but after reading reviews about problems with refunds I expect I will have a battle on my hands.

We purchased a Puffy king size mattress in April. Ultimately it was too soft for our personal comfort and we initiated a refund request mid-June. After following their refund procedures to the letter, 7 weeks later and many emails pressing the issue with them, I still had no refund!! I find this inexcusable. I was given one excuse after another and was forced to file a complaint with the BBB.
Luckily, more by convenience I had purchased using PayPal. I filed a complaint in their resolution center and after a couple of weeks they decided the case in my favor and issued me the refund. I assume they will withhold the money from Puffy using their merchant system in someway. I say this as I want to make it clear that Puffy was not proactive at all in resolving this with me. All in, it took about 9 weeks to get my money back via PayPal... A big thanks to them!
To cut a long story short. The mattress is OK. Delivery was good. Pickup of the return was good, if a little slow to arrange. But, in the event that you have to return it, good luck getting your refund. They do not appear interested in honoring their refund policy. If you check BBB and other neutral review sites, you'll see I'm not an solo occurrence. PROCEED WITH CAUTION.
Anyways, mattress-less and needing something to sleep on, I purchased from WinkBed, and that thing is fantastic. A little more than the Puffy mattress but so worth it.

Beware the returns/refunds process for Puffy Cloud Mattress
Having had a long protracted process to return/have collected a Puffy Cloud Lux mattress that I had explained caused my shoulder pain to worsen, we are now still waiting for a refund. Having seen others writing about waiting months for their money we are now worried this is not a good company to deal with. Our most recent email to them resulted in a generic reply warning of 72 hour waits for a reply etc.
14th September 2020
Issue now resolved and refunded.

Avoid! Very disappointed. Did my research online - looking for a soft mattress and came up with the PuffyLux. Splashed out a huge amount of money in good faith - and with the security that if it didn't work out I could return the mattress for a full refund. It was not like sleeping on a cloud at all!! The mattress was quite hard. I would say medium to firm - definitely not medium/soft. It is also way overpriced for a foam mattress. Nothing special about it at all. Sore neck and shoulders from this mattress. So we decided that it was a huge waste of money and if we wanted a firm foam mattress - which we didn't want- we could have got one for a third of the price anyhow. So we set a return in motion. First we were asked to donate it to a charity shop or similar - but they were all closed. So Puffy arranged another company to uplift the mattress a month ago. No refund issued! Contacted Puffy about the refund - said they would look into it. Still no refund a month later and no contact from Puffy. Last time I will buy a mattress online. I am going to have to take legal action now. Went to our local bed story - where they make their own mattresses. Tried them all and chose one - for several hundred pounds cheaper and excellent customer service. I'm shopping local from now on to avoid this frustration and poor customer service.

I purchased Puffy matt on 6/14. It is not like a cloud! It is very firm and my back still hurts. Off- gassing is also an issue. I never realized there are no negative reviews on their site. They delete them and I know that bc I posted one and it never showed. Such shady business. Cant get an email back or through to them on phone. Im into about 10 emails and innumerable calls. The phone number keeps you on hold 20 minutes each time then puts you into a full mailbox or disconnects you all together. They did send me a “form” to facilitate mattress pickup which I filled out 2 weeks ago and have heard NOTHING. Mattress was supposed to be picked up within 2 weeks. Have contacted BBB and put in a claim. Also will contact 7 on your side Should have looked on BBB or Trustpilot for reviews BEFORE the ones I read on the Puffy website which are clearly paid for by Puffy for their five stars! Stay far far away!

Did not like the mattress way too soft. TookFIVE days to get ahold of customer service...they are actually saying that once they find an organization to donate the mattress to...and legally, I don’t even think you’re allowed to donate used mattresses...they will give me a refund “as soon as possible.” HORRENDOUS CUSTOMER SERVICE. DO NOT TAKE THE RISK,! Also avoid Avara mattresses. Even worse issues.

I regret doing business with them. I ordered a mattress with a delivery date of May 6 - 13. Today's the 9th and the most that has been done is a label is printed. I called customer support and was told it would ship by the end of the day, the 6th. They lied. I called customer support again. This time they told me the delay was due to Covid-19. They don't mention this on their website. They did, however, have no problem already charging my credit card.