Puffy Reviews 137

SEND the replacement motor already. It has been a month. I need a bed with elevation, its not a want. Your frame has a lifetime guarantee yet you make me turn the bed upside down, take video/photos and wait for your review. You must have NUMEROUS faulty products in review. SEND the motor or a new frame immediately.

I’ve had my mattress for about three weeks. The delivery took much longer than expected, and when I reached out to Puffy for assistance, I never received a response. The mattress even made it to my state before being sent back to Texas, which was disappointing—especially with no communication from customer service. I purchased the Royal mattress, and it’s much firmer than I anticipated. I had read that it was “soft,” but I disagree. Overall, it’s not a bad bed, but I wouldn’t purchase it again.

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!!!!

Puffy royal mattress.
I’m very disappointed with the Puffy mattress. It did not provide the comfort or support I expected,also fif not expand fully, and after giving it time to break in, it still hasn’t improved. Unfortunately, the bigger issue has been customer service. I reached out for help and a possible replacement, but they were unwilling to assist or offer a reasonable solution. For the price, I expected much better quality and support from the company. Based on my experience, I would not recommend this mattress or the customer service behind it.

They have extremely bad management. They constantly advertise 10s of jobs with the same title for different locations, and doesn't really hire. They just give assignments through which they get their work done and will dump you after that. I haven't tried their products, but have been through their interviews for a Head of PPC job and found their criminal behaviour. If they don't care about people's time who are just looking to earn honestly, how can they care about their customers. If you are a human and care about humanity, avoid buying from them. Btw, you can check out their linkedin to see how many fake active jobs they have.

Excellent and attentive service.
The team addressed every question we had while choosing our mattress. Two weeks in and there was definitely an adjustment period coming from my old memory foam. That said, my sleep quality has already improved noticeably. Still early days, but the trend is positive and I'm optimistic it'll keep getting better.

I bought my mattress in 2021, 2 years later it lost its shape and support with a hump between my husband and I. Customer service put me through hell with multiple pictures that they couldn't see but we could for sure feel and see. moving the mattress multiple ways. after continually arguing with them, they said they would make a one time replacement. That was in 2023. Now today two years later this mattress is doing the same thing. lifetime warranty is a hoax and huge hassle, do not know if I even want to call them again. I am 65 and cannot do all that mattress picture taking again. That's how they get you and try to wear you down. This is what they send you "· Images of the mattress’ overall condition.
· Close up of the defective area showing an indent/dip greater than once inch. You can demonstrate by using something with a straight edge: a level tool, broomstick, or laying a piece of string/yarn across the bed. (To measure the indentation, unzip and remove cover. Then, place ruler vertically across the mattress to show the depth of indentation. The mattress must be flat on the floor to be measured so that indentations in the mattress can be differentiated from problems with your foundation or frame).
· Photo of the other issue that you are experiencing (if no indent/dip).
· Image of the serial number located on the mattress tag.
· A clear image of the foundation being used for the mattress. If the base is damaged, it can result in dips or sagging of the mattress."

Okay a king mattress on the floor Where? This mattress is very heavy once out of box! This is not an easy customer friendly lifetime warranty from a company that cares. Don't know what I will do now that I'm retired

As of today 12/4/25, I received confirmation that they got my review, and they would be contacting me. Nothing further has been done!!! No contact !!

I found Puffy only two years ago, but have since bought 2 mattresses from them. Every employee at this company has been well-mannered and professional - from answering questions to ordering to exchanging a mattress. They truly put their customers first. I was amazed at how simple the exchange process was. I had previously ordered a Puffy Cloud mattress for our second home and found it incredibly comfortable to sleep on. When it came time to replace my 20+ year old main mattress, I ordered the Puffy Lux Hybrid (King size) with pillows. I called customer service, and the helpful representative explained that some people notice firmness differences between mattress sizes. The delivery service was also very professional and focused on customer satisfaction. It was a fantastic experience working with this company.

I originally purchased a Puffy mattress about five years ago. It was an entry-level model, but overall it was fine and served its purpose. When I moved into a larger home, I decided to invest more and spent around $3,000 on additional Puffy mattresses. Unfortunately, within just a few months, the new mattress started causing me significant back pain.

I reached out to Puffy’s customer service for help, hoping they would stand behind their product given the cost and my loyalty as a repeat customer. However, the support I received was very limited, and they refused to consider a replacement despite my concerns. This was extremely disappointing, especially after making such a large investment.

Eventually, I switched to a Sleep Number mattress, and since then my back pain has been alleviated. It’s frustrating to know that spending so much money on Puffy led to such a poor outcome and unhelpful support when I needed it most.

In short: the initial mattress was decent, but my later experience was very negative. Between the lack of comfort and the unaccommodating customer service, I cannot recommend Puffy mattresses.

Excellent service!
Bought a Puffy Cloud, waited 4 days then emailed customer service for an update. Received a reply straight back, kept me updated, and they phoned me to arrange delivery. Two very polite, helpful young men delivered my bed with no fuss even though it was pouring rain. Very, very happy with my bed - would highly recommend!

We purchased a Puffy mattress and adjustable frame through a local retailer because we wanted to support a small business. Unfortunately, this experience has been incredibly disappointing. The mattress does not work for us, and we later learned that the 101-night sleep trial, 100% money-back guarantee, and 0% financing options are only available when purchasing directly through Puffy.

When we contacted the retailer to return the mattress, we were told they would not accept a return or offer a refund. They would only offer an exchange. The owner claimed this was explained at the time of purchase, but there was no signage, no paperwork, and nothing was said to us that made it clear we were giving up Puffy’s trial period and refund guarantee. Now we are stuck with an expensive mattress that is not right for us, paying interest on it, with no way to return it.

We chose Puffy because of the highly advertised trial period and satisfaction guarantee. We assumed those benefits applied to the product no matter where it was purchased. It feels misleading to discover after the fact that we have no ability to return a product that does not work for us, even though we bought it from an authorized retailer.

This experience has damaged our trust in the Puffy brand. We strongly urge Puffy to make this policy clear and obvious on your website, in your ads, and at the point of sale so other customers do not end up in the same situation. If customers who buy from retailers are not entitled to the same protections, that needs to be made very clear before purchase.

We wanted to love this product, but it does not work for us. Because of this policy gap, we are stuck with something we cannot use. We hope Puffy will take steps to address this issue so other customers do not go through what we did.

Good price and fast delivery. Ordered my Puffy Thursday morning, arrived Friday morning. Second time buying from them and happy both times. Got delivery updates Thursday night with time window. They called Friday when driver was about 40 minutes out. Quality mattress and quick delivery.

Can't fault Puffy from start to finish - I was kept updated on when my mattress would be coming, the delivery arrived when it said it would, and the mattress is the best I've ever had. After giving it a day to expand, I slept so well on it. I've been having back pain daily when I get up for months, but since getting this Puffy mattress, I've only had it twice, so huge result there!

I ordered teeth which took a lot longer than was stated when arrived if I had milk teeth they'd be fine also they state that it's a full top and bottom set but no it's just the front line on top and bottom sets total waste of money. I have sent plenty of emails without any replies

Called Puffy customer service, and they were excellent. The rep talked me through the range and helped me find exactly what I wanted. They made me a good deal on a Lux King size with some extra pillows thrown in. I've now received the mattress and after a week, it's brilliant, comfortable, supportive, and everything you'd want in a quality mattress.

I reached out to Puffy because I had a lump in my mattress after a few months of use. They asked me to do a series of pictures to show the issues I was having and so I did. The Monarch is about 4k in price and thsts not a big deal but I got a defected matress thsts the problem. I am a tow truck owner operator and treated myself to this mattress only to get worse sleep than my old mattress which im glad I kept. I should've listened to my partner and got the Beauty rest shame on me for trying this company. They dont want to honor this issue and now im stuck with a mattress that I won't use.BEWARE because if theres a issue dont expect a replacement , I dont even want a refund,I just want a good matress.Wish I can post video and pics you guys would think twice..Whenever I sleep on another bed while on vacation I feel so much better, glad I kept my old mattress, should have gotten a beauty rest as I was advised, im embarrassed to tell anyone I spent 4k on a mattress thats now a wasted defected mattress. PEOPLE JUST GET A BED FROM A COMPANY WITH A HISTORY AND REPUTATION TO UPHOLD. Ideally im disgusted in .myself for buying this junk.

Outstanding experience with Puffy. Their website provided all the details I needed to choose my mattress online. The ordering process was smooth and tracking updates kept me informed. The quality is excellent and the price was competitive compared to other online brands. The delivery was quick and efficient - arrived in a compact box that I could handle myself as a senior. Customer service reps were always available via email, knowledgeable and pleasant to work with. One exceptional feature Puffy offers is their 101-night sleep trial if the mattress doesn't meet your needs. The whole experience from ordering to sleeping was wonderful. It's hard to find such all-around good quality and service when shopping online. In short, Puffy is the go-to company for online mattress shopping.

I ordered the queen cloud puffy mattress, the queen adjustable base and a mattress protector on 06/17/2025 and I finally received my complete order on 06/23/2025, because most fedex drivers don't know how to follow delivery instructions, which has been a nightmare lately with many packages, not just this puffy order... Anyway, I've been using the mattress/bed base since then but it's causing discomfort and pain in my left and right middle fingers, which has been happening since I started sleeping on this mattress/bed base... Plus, I have a really weird issue happening, and I even sent them a recording of it... For some reason, I'm having a muffled clicking/popping in my right ear, after I've been sleeping on this mattress/bed base, but it goes after I get up, and it happens every time... I unplugged the power from the adjustable base for a night, to see if something with that is causing the issue, but it continued to happen, it's just very odd... Here's an explanation of it; when I go to move my eyebrows up and down, as if I'm doing an eyebrow lift, stretching my face, with my mouth closed, it happens, as well as when my mouth is open, and I do the same eyebrow lifts... Anyway, I had contacted puffy via email on 07/14/2025, explaining these issues and they immediately responded and offered to send me a free mattress topper, which I agreed to, hoping it would fix my issues... They didn't acknowledge my right ear issue, which I'm sure they are as perplexed as I am, as to WHY something like this is happening...

Anyway, I received the "cloudlike" as it is described, mattress topper on 07/21/2025 and tried it for about a week, but it didn't help the current issues but seems to have caused more issues... There is nothing "cloud like" about the cloud puffy mattress or the mattress topper... On 07/29/2025, I emailed them about my continued issues, letting them know I wanted to return everything, because they have the 101 night trial, where if their product doesn't work for you, they will setup for the mattress and adjustable bed to be donated, but I didn't get a quick response like I was getting, when I was making a purchase or when I first was inquiring about their products... Anyway, on 08/01/2025, in the early morning around 1:35am, I emailed them because I still hadn't received any kind of response whatsoever, hoping that they would respond by the time I woke up that day... Well, I didn't get a response, so I again emailed them on this same day, 08/01/2025, around 1:45pm, but I never received a response... SO, I then called them after 4pm on 08/01/2025, and the guy that answered, marcus, was being rude and short with me from the get go, when he asked me for my email address, which got me a little riled up, so I started micmicking his behavior; well after he said he pulled up my email, he asked what is this regarding, so I started trying to give him my order number and he said, that won't be neccessary I have the email, the order number is updated with the email... So, I then said, OK, if you looked at the email, then you know what this is regarding, then he says, OK, can you explain to me what the issue is that I can assist with today...

Which at this point annoyed me because it's in the email, so I told him, well, if you look at the email it tells you, you say you can see the email, then I said, you're trying to be rude and I'm not going to just let you be rude, OK, then he starts with SIR, and I say, look at the email and you know what I'm talking about and he says, I'm going to go ahead and disconnect, thank you and then hung up... Well, I would have expected him to then reply to my email, since he had it pulled up, but he didn't attempt to acknowledge my email, which has the details... So I emailed them again on this day 08/01/2025... But I still didn't hear from them... I emaiiled them again 08/02/2025 but still no response... On 08/03/2025, I went on the chat online and put in a bogus email as my contact, then I got jonas creason on there, so I asked why they haven't answered my email, and I put my legit email address, and he says, "I apologize for any delay in response to your email. Our team responds to emails in the order that they are received, so if there is a high volume of emails, it may take 24-48 hours to receive a reply. Generally, we are able to respond much quicker than that, but we will respond to your email as soon as we are able to. Are there any other questions that I can answer for you today?" I finally got the guy to give me a link to start the return process and I went on there and went through it and the system generated message says they will contact me once they have setup the pickup return for donation... It's funny that I never had a problem getting their emails but the chat guy says, they responded every time! LIES!!! I GUESS I HIT THE MAXIMUM CHARACTER LIMIT, SO I CAN PUT EVERYTHING IN HERE...

Mattress was exactly as described online and delivery was super smooth. Arrived in 3 days which was faster than expected.

Puffy did not allow to deliver to a PO Box. We had packages arrived at different dates. The mattress is not as advertised; it is hot and motion is not isolated. The pillows are hard and not being used. I was unable to write a review on the Puffy website and makes one question if the current reviews are selective?