Poor Quality - Waiting on a Refund

8 months ago I was dealing with David Farley, one of the co-founders of Luxi. With many emails and follow up, he informed me that the mattress we purchased was the old model (can't sleep in the middle of a kind because of the hump created by the "wall" to hold the foam pieces in. Always felt like you would roll of the bed if sleeping on your side. One side of the king size mattress compacted) and if given the opportunity, he would like to send us new foam inserts for the mattress. I was reluctant but agreed to give that chance. Pieces didn't arrive as promised. As soon as I replaced the old pieces with the new, I knew this was an even worse option. I could sit on the edge of the bed and sink down. When laying on the bed my legs couldn't rest on the bed, it was far too soft and this was set on the firm option. After only a month of trying "that's what they like you to do" the one side of the king size mattress was compacted, again! FYI...if you are over 230lbs (I am not) do not buy this mattress, it was not made for you. Informed by Samantha at customer service that the mattress was not made for someone over this weight. After more months of back and forth via email, a mutual resolution of returning the mattress was the best. I submitted all of the paperwork, mattress was donated as suggested by Samantha at customer service...three weeks ago! Their refund policy clearly states that within a week, the purchase price would be refunded to the original form of payment. If the credit card is no longer available, or if requested, a check would be issued and that would delay by another week. Several emails, voicemails and personal voicemail to David Farley's cell phone, I finally receive and email back stating "they don't know what the delay is with accounting issuing a check". Asked why they are issuing a check when it should go back on original form of payment, as of now, I have not received a response. If you feel like taking a chance on bad customer service, mediocre foam mattress, I wish you luck.

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Cons:
  • Customer Service
  • Product Quality
  • Surface Integrity
User also said: quality, customer service
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Ratings from this Sleeper

Back Support

User rated this bed:
Very Poor Back Support

Pressure Relief

User rated this bed:
Fair Pressure Relief

Sleep Quality

User rated this bed:
Much worse Sleep
Previous mattress was:
Memory Foam

Stays "Cool"

User rated this bed:
Poor "Coolness"

Value

User rated this bed:
Poor Value
Price paid (approximate):
$1,200

Warranty Service

User rated this bed:
Very poor Warranty Service

Softness Level

User rated this bed:
Much too soft