I was originally pretty stoked to try out this bed in CALI King as my wife is a firm stomach sleeper, and I'm a medium side and back sleeper. We tried every variation we could but never could find anything that was even tolerable for more than a day or two. and the weird no-go zone in the middle is less than desirable. I asked for a return in the middle of last year and was contacted (after over a month of emails back and forth with customer service) by a gentleman that wanted to try sending us differently configured layer to see if he could make us something that worked. I agreed, however never heard back or received anything from them. So again after phone calls and emails, I finally just asked for a refund. They agreed and I filled out paperwork, set up the donation that they coordinated, and took photos as requested. The Only reply I've gotten from them since february is that the refund is in process. So now I've donated the mattress AND haven't received a refund. Customer service has been nearly non existent since purchase last year. I based my purchase on all of the rave reviews, but I can see no possible way that there are great interactions with LUXI. At least I haven't seen it.
Cons:
- Customer Service
Ratings from this Sleeper
Back Support
Very PoorBack Support
Always have back aches or stiffness related to this mattress
Pressure Relief
GoodPressure Relief
Infrequent pressure point soreness or loss of circulation
Sleep Quality
Slightly worseSleep
Sleep slightly less soundly or consistently since owning this mattress.
Stays "Cool"
Poor"Coolness"
Often sleep hot due to this mattress
Value
PoorValue
Poor value for the money
Warranty Service
Very poorWarranty Service
Not at all satisfied with the manufacturer's response to my warranty claim or other problems
Softness Level
Too HardPerfectToo Soft
Comments (7)
Official Response
We have sent out a refund check to the customer and could not apologize enough for allowing this delay to frustrate our loyal customer. We have only the intention to take amazing care of every single customer, as we are a hard working family run company that believes in the old-school customer service approach. We pride ourselves on being readily available for all potential and current customers in real-time. We have looked internally as to how it could have been possible for this issue to have fallen through the cracks and we can only apologize and admit the mistake. We have an over 95% success rate with our mattress and this type of feedback is extremely rare. The great majority of our customers prefer the medium firm setting in which the mattress is shipped to your home. Those that prefer a bit more firmness or on the other end increased cushioning are able to adjust the foam to a level that works better for their needs. The adjustability along with the quality of components is what allows Luxi to enjoy such a high success rate.
this is correct. I received a refund shortly after I wrote this review, and a phone call from the owner with a heartfelt apology. I appreciate their admission that my case fell through the cracks, and sincerely wish the best for them. The mattress simply didn't work for me or my wife.
I really appreciate your review. I called Luxi to ask some pre-sales questions as their mattress was on my short list. I remained on hold for a few minutes and then an automated message played that said (paraphrasing) that they were too busy to take my call and if I left a message they would call me back. The call then forced me into leaving a voicemail. Well...I didn't want to leave a voicemail. I wanted to talk to someone. Why didn't I get the message to stay on hold as long as I wanted, and only leave a voicemail if/when I wanted to? I know this sounds silly, but as a customer I like to have options. Just this simple experience with their phone system made me second guess doing business with them.
I wish I would have found this site- and this review- before I purchased a LUXI. The rave reviews were what won me over- I was considering a purple, and now, I think I made a mistake going with Luxi. I say 'I think', because I've never actually received the mattress I ordered from Luxi. I paid for my Luxi mattress July 28, received my first email from Luxi August 1, with promise of delivery within 3 to 5 days. Now it is August 14th, and I still have no mattress. More irritating, Luxi has failed to provide me any tracking information, despite repeated requests for it. I am probably going to try and work with Paypal to get a refund. Luxi has a weird way of doing business, for sure.
I feel as though I am reading my own story! We have had a horrible experience with this mattress and the customer service throughout has been sub-par. Submitted everything we needed to submit three weeks ago for a refund, the mattress has been donated (note three weeks without a matress) and we have not received a refund. After 4 plus emails and two voicemail messages, finally receive a response that it’s accounting fault that a refund has not been issued. It would be nice to be able to sleep in my room again. It feels like a big runaround.
I have the same problem!! 3 months already and no refund!!! this company is a scam!
This is absolutely incredible that I am sharing the exact same frustrations with this scam of a company as these fellow posters. Luxi's customer service, if you can even call them that, is non-existent. I have had multiple back-and-forths with them via email and that all stopped about a month ago. Now, I am left sending emails and voicemails (because no one ever picks up the phone at their office, which i assume is empty) into this abyss with no expectation of a response. This company and this mattress should not even be considered an option by anyone. They are a disgrace.