Luxi Sleep

No Customer Service After Purchase
I asked the customer service rep about this terrible rating. He said, "Hey you can't go by that site, sometimes you can't make people happy no matter what you do," YEAH RIGHT!!! I should have received the warning.
I bought the Luxi 3-in-1. They have a first class website that is very appealing. The seemingly third party reviews seemed real enough. I can only imagine that all these great reviews came from customers for whom the mattress was a good fit. It was not for us. Looking to have the 1000 night trial honored, I tried calling and left messages. I emailed a few times and, as I feared, never heard back. It wasn't the same when I went to purchase as then, there was excellent response time and communication. I guess the warning here is you better hope the mattress works for you otherwise, you'll be stuck with it. This sentence got me as I imagine gets many others, "If those efforts still fall short of your expectations, we will help schedule the donation of your LUXI to a qualified non-profit and issue you a full refund."
It infuriates me that businesses like this take advantage of customers and don't honor their word. The below means nothing. It reads well but you will not likely get a trial. If you get it, forget it, it's yours. 100 NIGHT TRIAL We invite you to try LUXI risk-free for a 100 Night Trial. If your LUXI fails to meet your expectations after 30 nights, we will provide a consultation to see if there is something more that can be done using LUXI’s adjustability to help you get a Great Night’s Sleep. If those efforts still fall short of your expectations, we will help schedule the donation of your LUXI to a qualified non-profit and issue you a full refund. 1000 NIGHT PLEDGE (only available with the Luxi 3-in-1 Mattress) Your life doesn’t get better by chance, it gets better through change. LUXI is dynamic like your life and your body. Our 1,000 Night Pledge is our big commitment to work with you to fix any comfort challenges you may have. If your LUXI fails to meet your expectations for a 1,000 nights, we will provide a consultation to see what can be done using LUXI’s potential to be customized to help you get a Great Night’s Sleep.

I ordered this mattress with the premise that it had a 1000 night guarantee. I wrote to them 3 weeks later after they asked me how I liked it. I told them I did not like it at all and was not satisfied. It hurt my back like crazy and was a big investment. I got no response. I emailed through the months and called and got no response. Finally I got a response back and the Luxi guy said that they recently changed it from 1000 nights to 100 but would still honornmy request, but first wanted to send me a new mattress bc they do not want to put my mattress in the dump (even though I offered to donate it). He said that he would send a mattress that does not have 2 separate mattresses. But one single queen size mattress. He never sent them and then changed his number and luxi ignored me. In the mean time I hate this mattress and sleep on the couch. I have randomly sent them messages on facebook messenger, emailed them and called and never get a response. I sent yet another request via their website and they of course ignore me
I told them I was going to contact Revdex.com, so here I am. Please help me.

Mach 15, 2018 we purchased a luxi mattress to try for their advertised 100 day trial (order #***). We did not care for the mattress and found it exacerbated back problems. We initiated a return April 30, 2018. On June 28, 2018 we checked to see how it was progressing and received an email saying they were working on finding a pickup service in our area. We didn't hear back so reached out again in July and received no response, so got in touch again Sept 25, 2018. We continued to wait for a response again for several months and on April 13, 2019 (almost 1 year after initiating return) got an email response saying our "request has be received and is being reviewed. Again no further action for several months at which point we called and talked to a representative that apologized and was looking into the delay and sending email with return authorization form for us to fill out. We never received this email and I contacted them by phone December 03 2019, Dec 23 2019, and Jan 06, 2020. Each time apologized for delay, checking on getting email sent. I continued to follow up by phone asking for the email to be sent on Jan 10, 27, and 29, 2020 and did not receive the email or return calls at which point I notified them I would be filing a report with Revdex.com, but still wished to resolve between ourselves if possible. No response. This entire time we have had to keep the mattress in a space in our home so as to retain returnable status.

I purchased a King-sized mattress from Luxi on July 30th, 2019. According to the website, the mattress had a free 100-night trial. We discovered rather quickly that the mattress would not work for us. Within three weeks, there was a depression in the mattress, and it had very little edge support. We were disappointed and on September 17th, we decided to return it. When I emailed the company at the address on their website, I received an "email undeliverable" notification. I tried replying to the confirmation email I received, which was from a different address - no response. I called the toll-free number on their website, which led to a dentist's office. Another number found online led to a car dealership. I left messages on their Facebook page, but got no response. After several weeks of trying, I decided to try to sell the mattress and recoup some of the lost money. Unfortunately, no one will buy it. Yesterday, I decided to check the company website one more time, and I was surprised to find a new phone number. Knowing that the company was most likely a scam, I called and left a voicemail saying that I was interested in buying a mattress and asking for someone to call me back to answer a few questions. I received a call within the hour from "***." I revealed that I was actually trying to return my mattress. "***" seemed unbelieving and flabbergasted that I did not like the mattress and that I was unable to contact the company prior. He kept me on the phone for almost an hour, explaining why everyone loves his mattress. I repeatedly attempted to redirect him to the question of the refund promised on the website, and even agreed to pack and ship the mattress back to him if he would issue a refund. He stated that he would be emailing me paperwork to confirm my refund and begin the process of the return immediately. Needless to say, I have received nothing. I am convinced that "***" is the owner *** and that he hopes I will just give up. My calls to the new number go unanswered.

I purchased a Luxi mattress in Nov 2016 with a 1000 night guarantee. On January 28, 2019 I contacted them regarding issues with my mattress. After several attempts of me following up they agreed to send me new inner mattress pieces. They never arrived, so I tried contacting them again several times. They would reply sometimes and tell me they were looking into it, but then never get back to me and I have not heard from them since June. I have also tried calling, but their phone number seems to now be for a dental company.

I ordered a 3-in-1 adjustable twin mattress from their website (www.luxiagi.com) last June 5, 2019. The transaction was posted on my credit card on June 6, 2019. However, up until this day (August 7, 2019), I have yet to receive my mattress. I have been trying to contact the company via email, website help function and Facebook messenger to no avail. I received only 1 reply via email and 1 reply via FB messenger advising me that the mattress has been shipped and I should receive the shipping details within that day. Naturally, I have yet to receive any shipping details and any updates despite several follow ups on all mediums.

Website, which has now changed to ***, promises a 100 night risk free trial and 1000 night customer support line that will help tailor the bed comfort to meet any expectations. Neither request, for the bed optimization or the refund for the free trial, has been responded to. Several requests have been submitted and there has been no response. Luxi also advertises a whole new level of comfort for sleep and superior quality, but we found that our mattress began to sag only a few months after use and is now causing back problems. At this point, it is cost prohibitive to look into purchasing a new mattress without receiving the refund on this Luxi mattress.

No customer service and no refund
After purchasing our mattress, we never received it. We waited for weeks. We called customer service and emailed (upwards of 10 times). We never received any communication back. After two months of waiting, we requested a refund, none came, nor did we receive any communication. Finally, we disputed the charges on our credit card. Only when the credit card requested the funds back did we receive an email from the President of Luxi. He offered us a free pillow if we did not post a negative review. We did not accept the offer. It took over 5 months for us to receive a refund. In our experience, this company is not worth the risk.

We ordered our Luxi mattress on 3/2/2019 and received and email that our order was confirmed and would arrive in 7-10 days after purchase. We have not received the mattress and it is now 3/22/2019. We have called 5 times and emailed 12 times with no response from Luxi. We have also tried reaching out on their social media pages without any response. At this point we have paid for a mattress we do not have with no indication on when or if it will ever arrive. We want our money back but will have no other choice but to report fraud through the bank since we are not receiving the mattress.

I bought a Luxi mattress when it was under their 1000 night free trial process. I tried to return it and they insisted they send me a special element that would fix everything before I did so I tried that and still wasn't enjoying my sleep. So I tried to return it again and they said I would be contacted by phone to finish the return. I have never gotten a phone call from them and have called them multiple times with no response. They eventually changed their customer service number and you can only leave messages now which are never returned. They seem intent on not completing the return and looking at other complaints on here, I think we all may be out of luck.

I have tried repeatedly since September to contact Luxi to get a refund for a mattress delivered to me in August. I have emailed, only to be told someone would get in touch with me (after a long string of emails across several months, no one has). I have also tried calling, only to find that the numbers given to me are out of order. I do not want this mattress. I do have an email from Luxi stating that Luxi would honor a refund, but that they would be in touch with details about the refund. That email is now two months old and I am still unable to get in touch with Luxi or have someone from there get in touch with me.
Here is an email exchanged from November. The customer service number listed is defunct.

Nov 11, 13:16 PST

Hello.

I've been trying to get someone to help me return my mattress since 9/1/2018. Please call or email me as I know my 100 days is coming up and I have found the mattress completely uncomfortable.

Thank you.

***

order # ***

Nov 14, 14:05 PST

***,

You contacted us before your 100 days was up so the clock stopped then. I will get someone from Claims to contact you asap. I am sorry for the delay. We will get this taken care of for you.
Racheal
Luxi | A B ***
Call | 1.***4
Web | ww

Purchased *** mattress in October 2018. Mattress was not satisfactory, so tried to contact company (***), they do not return calls or emails.

We purchased a king size 3 in 1 mattress on August 5th, Order number S2-4180. One on the main reasons that we decided to purchase from Luxi is their advertised 100 NIGHT TRIAL warranty which states the following:
We invite you to try LUXI risk-free for a 100 Night Trial.
If your LUXI fails to meet your expectations after 30 nights, we will provide a consultation to see if there is something more that can be done using
LUXI’s adjustability to help you get a Great Night’s Sleep. If those efforts still fall short of your expectations, we will help schedule the donation of
your LUXI to a qualified non-profit and issue you a full refund.

The purchase price was $1,349.00 and was instantly billed to my credit card by Anatomic Global, Inc. Since then my experience with the mattress as well as Luxi's customer service has been awful.
First the mattress shipped more than two weeks late which would not have been an issue if Luxi's customer team would have been upfront with me. Second, when the mattress finally arrived, one of the foam layers, the "SBT" layer, had a significant deformity at a seam. Luxi sent us a replacement SBT layer but it took an additional two weeks to receive.
After we had the replacement SBT layer, we started sleeping in the bed and realized that the mattress sleeps extremely hot. I corresponded with Luxi's customer service team and tried everything that they suggested as well as all of the suggestions on their website to sleep comfortably but nothing worked. We decided to return the mattress on September 9th and reached out to Luxi to initiate the return process.
Since then we have been given the runaround. It was one excuse after another from Luxi and finally they just started to ignore me. After over 30 emails, multiple online attempts to reach them and more than a dozen phone messages, I received the following email:

I will speak with our CEO and get this taken care of for you immediately. Once he approves your return I will be proactive in finding a local donation
spot to pick up the mattress for you. I am very sorry for the delay. We will get this taken care of for you.
Racheal
Luxi | A Better Mattress By Design
Call |
Web | www.luxisleep.com
Try LUXI for 30 nights and take up to 100 nights to decide to keep it!
If there are changes in your sleep anytime during the first 1,000 nights then we'll use LUXI’s ability to be customized and keep things right at no
additional charge!
I have attempted to reach out to Luxi multiple times since this email but they have not responded. As of 12-15-18, when you call their phone number, you receive a message stating that "you have reached a non-working number" which is very worrisome. It is apparent that Luxi has no intention of honoring their refund/return policy. Luxi is still selling mattresses online and they still advertise their 100 day return/refund policy. If they are not going to honor their return/refund policy they should STOP misleading consumers! I would like a full refund of the purchase price of $1,349.00.

I’ve been waiting 3 weeks for a refund. On 11/3/18 I placed an online order for a mattress and received a confirmation email that the mattress would be shipped to me in 5-7 business days. On 11/14 I called and left a message, and 11/15 I sent a follow up email inquiring when the mattress would be shipped. On 11/15 ***l emailed me saying they were very behind on orders and that she asked the warehouse for a shipping report. On 11/28 I wrote again since I had heard nothing and on 11/29 I wrote again saying I wanted to cance the order all together. On 11/30 ***l wrote saying the order had been cancelled. I have written on 12/14 and 12/20 asking where my refund on my card is and have gotten no responses.

We purchased a bed from Luxi on 11/23/18. We received a confirmation email regarding our purchase. According to their website, we should have received an email with delivery confirmation with the expectation that the bed would be delivered within 3-5 business days. After 11 business days of no additional contact, we started to make inquires via phone, email and the "help" section of their website. We never received any response/communication from them. We left messages and sent a formal letter via email and USPS requesting reimbursement due to their failure to perform and deliver the product as outlined on their website. They never responded. We even attempted to leave a bad review of their website to see if that would prompt communication, without success. At this point, the company has taken $799 from us and has never delivered the promised product nor have they been in communication with us regarding our request for reimbursement.

Via the internet, I ordered a Luxi 3 in 1 mattress on 7/22/2018 from Luxi Sleep. It was delivered on 8/2/2018 with a 100 night sleep guarantee for a full refund of the purchase price if I was not happy with the Mattress. The purchase price was $1,349.00 charged by Anatomic Global, Inc. 80*** to my credit card. The mattress was highly uncomfortable and after many emails with their customer support staff I finally requested a full refund on October 1, 2018. After many emails back and forth I finally received an email on 11/2/2018 confirming that the CEO (David Farley) would contact me "very soon" to begin the refund process. Amongst the various back and forth emails the customer support staff suggested a new foam insert, which I did not request, but they sent that to me anyway and it arrived on 11/16/2018. I was also advised via email on 10/17/2018 that the "100 nights restarts from the delivery of your new element".
I made my initial request for a refund and subsequent other requests within the first 100 nights period, which would have expired 11/10/2018. In addition, with the new, restarted 100 nights from the delivery of the new foam insert on 11/16/2018 I am still well within the restarted 100 night period.
I have sent numerous emails throughout this entire process, including one sent today, but have not had any response at all from the Company since 11/2/2018 when they advised me the CEO would contact me to start the refund process. I have also left numerous voicemails on their phone line, which is NEVER answered by a human but always goes to voicemail. No calls have ever been returned.
I feel this company's warranty/full refund policy is fraudulent as it seems they have no intention of honoring their stated refund policy. I have every single email between me and Luxi Sleep, which appears to be doing business as Anatomic Global, Inc.
I desire a full refund of the purchase price of $1,349.00.

My journey begins on 08/11/15 when I tried to call and talk to a customer representative about returning my LUXI mattress and got no answer so I left a message with no return call. So I tried again the next day with no answer and no return call. So then on the 08/14/18 I sent an email to LUXI asking to return my mattress and did get a response Samantha who was very helpful at the time. Over the course of a couple of emails I explained to her our experience with the mattress and how it just wasn't working for my wife and I. She then said that someone from the Claims department would contact me to move forward and they would get this taken care of. A couple of days go by and I receive a phone call from the CEO of LUXI mattress! We had a very good conversation and he talked about how he could make the mattress work by sending us out two new pieces of foam for the bed. He ask me if we would try this and I agreed. So lets forward 2 weeks to 09/04/18 and we haven't received the 2 new pieces of foam let so I emailed Samantha. She says it was ordered and will send me tracking info once she has it. So on 09/06/18 she does send me tracking info showing that the new foam was not shipped until 09/05/18! So basically the day after I contacted her! That foam should have already been on the way at least if not to my house, so then I emailed back explaining that this was not acceptable and we had bought another mattress and wanted to return the LUXI mattress. So then the excuses begin "we are waiting on the foam to get returned to our warehouse to start the return process on your mattress". So UPS tracking showed the foam was returning to LUXI on 09/17/18. So then on 09/19/18 "Waiting on confirmation we received the foam back to the warehouse, the we will send you our return authorization form". Then on 09/25/18 I emailed them the UPS tracking info showing where the foam had been delivered back to them on 09/17/18 with no response! Then again on 10/01/18 with the UPS tracking info and again no response! As of today 10/09/18 I have still not received a "Return Authorization Form"! This has been an absolute terrible experience with no resolve. I'm begging everyone to think before buying a mattress from LUXI!!!

Company ignoring return/RMA requests over period of months, completely unresponsive, unable to return product.

Order number: #S2-4017
Purchase date: 5/23/2018
Product model number: LO1P-2
Payment amount: $449.00
Customer service request ***
Customer service request ***
Customer service representative Samantha

I purchased a full Luxi One mattress on May 23 of this year. It was delivered a couple weeks later.

I was unsatisfied with my purchase, and on August 25, I contacted Luxi support to return to my mattress (customer service request ***). This was within 100 nights of my receiving the mattress, and is therefore eligible for return and a full refund under the terms of Luxi’s 100-night trial.

After a few emails back and forth with the customer service rep, Samantha, I reaffirmed that I wanted to return my mattress.

After receiving no response, I reached out again on September 6. I was told that my claim had been forwarded to Claims/Quality Control, and that they would soon contact me. Twelve days passed without hearing anything further from Luxi.

On September 19, I contacted Luxi again, and was told that Luxi’s CEO would contact me personally. Another week passed without a word from the company.

On September 27, I contacted Luxi once more (customer service request ***) demanding that I be contacted in writing within five business days with some form of acknowledgement. Again, nothing.

Frankly, this experience has not just been frustrating, but also utterly bizarre.

On 6/7/2018 I purchased a mattress from Luxi sleep for $1099. On 9/29/2018 I initiated the return procedure within the 100 days return guarantee that Luxi sleep offers. It took until 9/9/2018 for my return to be “approved” and before Luxi would send me any information on how to return the mattress. It was not until 9/14/2018 that Luxi “found” an approved nonprofit to donate the mattress to. On 9/22/2018 we donated the mattress to the Salvation Army as confirmed with Luxi and on 9/23/2018 submitted all the required documentation for a refund. On 9/23/2018 I was told our refund was in process however we have not heard since and we have emailed Luxi’s customer support on 10/1/2018, 10/2/2018, 10/3/2018 and 10/4/2018 and have received no response or update. My complaint that Luxi has not provided me my refund and is no longer responding to my emails or phone calls to their customer service number. I am unhappy and want my refund to be processes as I have followed all of their steps.

On July 3 2018 I purchased a 3-in-1 Adjustable Mattress from LUXI. Shortly after I received an email stating that my order had been placed under order #S2-XXXX and that it would be “shipped to your home in 3-5 business days from date of purchase. Please expect updates within that time frame with more information about your delivery.” Not only did I not receive any updates, but 10 days later I still had not received the mattress. I contacted customer service and shortly after received an email that said the mattress was “shipped via UPS, on 7/13/2018”, the same day I inquired. A few minutes later I was emailed by a customer service rep that my Mattress had shipped that day. I wasn’t given a reason for the late shipment or an apology for the delay.

After experimenting with multiple configurations it became apparent to me and my spouse that this mattress just wasn’t for us. While the quality of the materials and appearance was obvious, the “feel”
and support I needed to sleep comfortably; just couldn’t be achieved at any setting.

I contacted Luxi on Aug 28th, stated that I wanted to return the mattress, and asked them to please contact me with the details. The response (located below) requested some information on what my spouse and I tried and stated; “Your feedback is important to us as it is our responsibility to both you and the environment to do whatever we can to get you sleeping your best once you have purchased the Luxi. Being that we are the manufacturer we do have the ability to make some customizations for your sleep needs which would be of no charge to you. Our primary objective at Luxi is to provide the greatest number of individuals with a better night’s sleep by making good use of the adaptability and adjustability of the Luxi mattress. This is why we will make every effort to help you optimize your mattress and your experience to avoid returns. We make it a part of our daily work to fully engage with every individual having a continuing sleep problem on their LUXI, to fully explore how the Luxi mattress can be adjusted and modified to help solve that problem before we authorize any return.”

The majority of the email response above is derived directly from their return policies so I’ll begin by addressing my concerns with their pledge and statement above. First, While I respect their desire to be as environmentally responsible as possible I also feel that our reasoning for wanting a return (not adapting well to a memory foam mattress) will only result in them sending me multiple inserts, which will only lead to more waste and unnecessary cost. Second, over the past month no attempt has been made to suggest a possible solution to our issues with the mattress. As their “Primary Objective” they have failed to provide me with a single “better night” of sleep since I have purchased this mattress. Their 100 night trial claims “If your LUXI fails to meet your expectations after 30 nights, we will provide a consultation to see if there is something more that can be done using LUXI’s adjustability to help you get a Great Night’s Sleep”. Despite my extensive efforts to contact not only the company but also the owner, no consultation has happened. No adaptability or adjustability options have been offered. No “effort to help me optimize” my mattress has occurred. The 100 night trial continues to say “If those efforts still fall short of your expectations, we will help schedule the donation of your LUXI to a qualified non-profit and issue you a full refund”. Since no effort has been made, and the expectation of having an adjustable and adaptable mattress has fallen far past short, I continue to believe that I am well within my consumer rights to request a refund.

The statement that they “make it part of our daily work to fully engage with every individual” is completely false. As the correspondence below will prove it is their routine to ignore phone calls, send responses days later if at all, and to not provide any answering service on the company’s official telephone line or the owner’s business line. It is not ok for a business to make such appealing and promising “pledges and character statements” to only completely ignore them after the purchase has been made. I feel that I have been baited into buying a mattress that should have had an outstanding guarantee and been left with only a hole in my pocket.

I have been nothing short of patient and professional during the past month, and have only received a few apologies and more promise of resolution. I am now reaching out to the Revdex.com to see if revealing the deception of the company will result in a positive resolution.

I am completely open to all reasonable solutions, but under no circumstance should a refund be declined. As I have stated in every correspondence with LUXI. Please contact me regarding my issue.

Sep 24, 2018 8:54 AM CST
***,
I will be available all day today and tomorrow. If I haven't heard back from Mr. or received a refund confirmation by noon tomorrow, I will reach out to the Revdex.com for assistance in resolving this issue. I appreciate your responses and I hope that we can resolve this soon.
JXXXXX
Sep 24, 2018 8:49 AM CST
Call to Owner
Call attempted just before text no answer and mail box is full

Text to owner
I will be available all day today. Please Call

Sep 19, 2018 16:04 PDT
JXXXXX,

I completely agree with you. I spoke with *** last week and he said that he was hanging up to call you right then. I thought that you were taken care of. I will make this right for you and get this taken care of.
***
Luxi | A Better Mattress By Design
Call | 1.***
Web | www***com
Try LUXI for 30 nights and take up to 100 nights to decide to keep it!
If there are changes in your sleep anytime during the first 1,000 nights then we'll use LUXI’s ability to be customized and keep things right at no additional charge!
Sep 19, 2018, 2:26 PM CST

Call to Owner
Call attempted just before text no answer and mail box is full

Text to owner
Mr.,

Why aren’t you responding to me or at least through your employee ***? Neither of you have attempted to help me, short of 1 phone call and a few apologizing emails. Please contact me. I am sick of sleeping on my couch.

Thank you

JXXX

Sep 19, 2018 - website contact form
Please Contact me to solve my return resolution. I have not even been given a "consultation" which is part of your trial period promise. The lack of a timely response is not only unprofessional but extremely rude and disrespectful. I have tried multiple times to contact the company and its owner with no meaningful progress. *** has returned some emails but only to pass me on to the owner and apologize for the situation. None of which puts me in a bed worth the money I paid you for it. I would like a resolution soon or I will contact the Revdex.com to help resolve the issue. Treating your customers in this manner is unacceptable.
Sep 19, 2018, 1:32 PM

***,

Please contact me regarding the return of my mattress.

JXXX

251-XXX-XXXX

Sep 18, 2018, 8:37 AM

I still have yet to hear from the owner. Please help me return this mattress. The lack of response is unacceptable and while I'm not the kind of person to use reviews or third party organizations to have a company stand by their warranty, I spent a lot of money to only spend the last month on my couch. Please help.

JXXX

Sep 13, 2018 4:49 PM,

JXXX,

I let *** know that he either has to approve the return or get back to you immediately. I'm very sorry for the trouble this has caused you.

***

Luxi | A Better Mattress By Design
Call | 1.***
Web | www***com
Try LUXI for 30 nights and take up to 100 nights to decide to keep it!
If there are changes in your sleep anytime during the first 1,000 nights then we'll use LUXI’s ability to be customized and keep things right at no additional charge!

Sep 13, 13:46 PDT

***,

He called on Saturday and I lost signal during the call. He left a voice message and asked me to call him and set up a time that we could talk. I called and text him Monday to call me at noon CST and didn't get a response or return call. I called and text yesterday no response or call back, and I called today no answer. Mail box is full so I can't leave a message. I'm just a little frustrated. I can't sleep in the bed without my back hurting, so a more prompt resolution would have been appreciated. I'm just ready to return the mattress so I can find a replacement. Please let me know what needs to happen for the return to be processed. Thank you for responding quickly today.

Respectfully,

JXXX

Sep 13, 13:35 PDT

JXXX,

You spoke with ***? Did he approve your return? What was the end result of your conversation?

***

Luxi | A Better Mattress By Design
Call | 1.***
Web | www***com
Try LUXI for 30 nights and take up to 100 nights to decide to keep it!
If there are changes in your sleep anytime during the first 1,000 nights then we'll use LUXI’s ability to be customized and keep things right at no additional charge!

Sep 13, 10:52 PDT

Good Afternoon,

Could anyone please contact me about returning my mattress? I have been patient and responded to all of your emails and owners phone call, only to get a delayed questioning response or no response at all. I want to return this mattress and receive my refund. Thank you

JXXX.

Sep 12, 11:39 CDT

Call to Owner
Call attempted just before text no answer and mail box is full

Text to owner
Good Morning, When should I expect an update on the return? Thank you ***.

Sep 12, 09:39 PDT

***,

Please send me an update on my return request.

JXXX

Sept 10, 7:48 am

Text to Owner
Good Morning Mr.,

Sorry I missed your call back. I was traveling Saturday and signal was spotty. Thank you for reaching out to me, but I think we would still like to return the mattress. This was our first memory foam mattress and I just can’t get used to it. If you would still like to call I will be available at 12:00 cst.

Thanks

Sept 8, approx. 3:00 –

Call from Owner
Contacted by Owner and lost signal.

Owner left a voicemail for me to contact him via call or text to set up a time to talk about the mattress

Sep 6, 06:13 PDT

Good Morning ***,

I haven't heard from the owner since your last email. I do appreciate your efforts in trying to get a solution to me but we have decided that we would still like to return the mattress. Thanks again and let me know when it will be picked up.

JXXX

Sep 3, 10:42 PDT

JXXXXX,

I have asked the owner to handle this case himself. I really believe that he can suggest a custom element to get you sleeping soundly.

***

Luxi | A Better Mattress By Design
Call | 1.***
Web | www***com
Try LUXI for 30 nights and take up to 100 nights to decide to keep it!
If there are changes in your sleep anytime during the first 1,000 nights then we'll use LUXI’s ability to be customized and keep things right at no additional charge!

Aug 30, 05:19 PDT

Good Morning ***,

The main goal of buying a new mattress was to ease my lower back pain, but still give still have flexibility for both of us. Which is why, even though we are used to a traditional mattress, we decided to opt for your memory foam design. AXXX and I have experimented with the different variations. She has found the softest setting to be comfortable but would prefer it a bit softer. She is mostly satisfied. I have found the firm setting to be the most supportive for my back but the pressure causes my legs and arms to "fall asleep". The medium setting relives the pressure points but wasn't supportive enough for my back. While I appreciate your offer to adjust the mattress for us I just don't think memory foam is a good match for us. Unless there is a significant difference that can be achieved by customizing a section I would still like to return the mattress.

Thank you,

JXXX

Aug 28, 18:53 PDT

JXXXXX,

I am sorry that you aren't loving your Luxi. Which setting are you and your sleep partner favoring most out of the Soft (SBT), Medium (default Latex) and Firm (base foam) and which one isn't working at all? Your feedback is important to us as it is our responsibility to both you and the environment to do whatever we can to get you sleeping your best once you have purchased the Luxi. Being that we are the manufacturer we do have the ability to make some customizations for your sleep needs which would be of no charge to you.

Our primary objective at Luxi is to provide the greatest number of individuals with a better night’s sleep by making good use of the adaptability and adjustability of the Luxi mattress. This is why we will make every effort to help you optimize your mattress and your experience to avoid returns. We make it a part of our daily work to fully engage with every individual having a continuing sleep problem on their LUXI, to fully explore how the Luxi mattress can be adjusted and modified to help solve that problem before we authorize any return.

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Luxi | A Better Mattress By Design
Call | 1.***
Web | www***com
Try LUXI for 30 nights and take up to 100 nights to decide to keep it!
If there are changes in your sleep anytime during the first 1,000 nights then we'll use LUXI’s ability to be customized and keep things right at no additional charge!

Aug 28, 06:12 PDT

This is a follow-up to your previous request #*** "Order Status"

Good Morning,

It’s been past my 30 days, and I would like to return the mattress. Please contact me with details. Thank you

JXXX

251-XXX-XXXX