Luxi Sleep

I purchased a mattress from Luxi Sleep in Nov 2017. At the time of purchase, Luxi advertised a 999 day sleep trial, with full refund if customer doesn't like product.

After testing the mattress extensively, I contacted Luxi on Oct 22, 2017, and multiple times thereafter, to arrange a return of the mattress and a refund of the purchase price.

Luxi failed to resolve the issue, ignoring my requests, making excuses, and giving me the run around.
After more than six months, and countless attempts to resolve the issue, I'm done. This company seems to have no desire to honor their guarantees.

I purchased a Luxi mattress in June 2018. On August 10, 2018 I emailed the company stating I would like to return the mattress. After a couple of emails asking why I was unsatisfied and if I had tried the other configurations, Luxi approved the return. I followed their instructions including donating the mattress and provided all of documentation requested by Luxi to process the return and refund. Since then Luxi has stopped communicating with me. My emails are not answered and phone calls go to voicemail. They will not acknowledge receipt of the documentation nor will they tell me when my money will be refunded. I have followed their return policy. I have provided the documentation Luxi requested and now I am being ignored.

I purchased the Luxi mattress as a 1 year anniversary gift for ourselves (My wife and I). Turns out it was the worst gift possible. The mattress was OK for a couple of months and then it started to deteriorate. It was HOT all the time and the mattress lost its shape. I contacted Luxi for a return and after several calls and waits and emails they said: Fine OK return it. I gave the mattress to a charity which took some time to find and then they stopped answering ALL my communications. No emails no calls NOTHING. They totally ignored me after I returned the Mattress!!! This company is a total scam. I want my refund! They are such scammers that they ask you to donate the mattress and everything to get the tax credit and then never answer to you again!!

I ordered a queen mattress October 2017. LUXI has a 100 night trial/money back guarantee. I requested to return the mattress December 2017 and followed LUXI's instructions to donate the mattress as well as send photo documentation and contact information. In May 2018, I was told "you are in process for a refund". It has been two months and I still have not received my refund. I have followed up 5-6 times via email and left voicemails but have not heard back from the company.

In regards to my Luxi review that I initially posted in January of 2018, I can finally say (as of March 2, 2018) with great relief that my money has been refunded for the mattress that I have tried to return since November of 2017. I really wish that the Luxi mattress had worked for us, but it just didn't unfortunately. I hope others have a more positive sleep experience than we did. I do wish that the refund process had been easier. I personally had to find a donation location that would even take mattresses and I had to get it there myself. This has made me realize that I cannot buy a mattress online unless I've personally tested that mattress myself, no matter how many reviews I've read about it and even if there is a "free trial" period.

I've been sleeping on my Luxi for over a year and very satisfied with both the product and service. I spoke with one of the sleep experts who recommended a special element for me because I had an accident and was having trouble sleeping on my side. I can't believe how they helped me get back to sleep.

We have a Luxi Mattress and it is so comfortable. I usually like really firm mattresses for support, but this mattress gives great support in all of its configurations. We have one in our guest room too and everyone that sleeps on it loves it.

I purchased a mattress from Luxi Sleep on 9/2/2017. Their return policy states:
If at any time during the trial period you feel LUXI has not made a contribution to your getting ?you ?a better night's sleep, we will issue you a full refund and attempt to make a chartable donation to AmVets, our primary charity.
On 11/6, I called Luxi and didn't get an answer. I left a voicemail expressing a desire to return the mattress and didn't get a call back. On 11/10, I called again and didn't get an answer. I used the live chat on their website to get ahold of someone and was asked to send an email requesting the return to their customer service. I did this on 11/10. I received a response asking which configurations of the mattress I had tried. I responded and got a response that I was in the process for returns. I didn't get any replies until I again contacted the company asking for follow-up. I was told I was being passed to their founder and he should be in contact. It took until 11/21 to receive a call from ***. I expressed to *** that I found a mattress I preferred over the Luxi and wanted to return their mattress. He said he was disappointed but gave me no indication a return wasn't possible. I didn't receive any further response so I contacted the company again on 11/29 through their customer service. I received a response that *** had already responded to me on 11/21, which I never received, and was sent an attachment of a letter from *** stating that he was rejecting the return because I had purchased another mattress. He stated this violated their return policy. On further investigation of their website, the have an environmental pledge that states they don't support purchasing multiple mattresses due to environmental impact of having to dispose of a mattress. however, this is separate from their return policy, which as above states that a mattress can be returned if a customer is not satisfied. I find this to be highly misleading and intentionally deceptive. *** claimed that he was rejecting the return because the donation sites in the Northeast are not able to continue to accept mattress donations due to the large number now being donated. This bothered me because the primary reason I even considered purchasing an online mattress was the ability to try the mattress and to donate it if I didn't like it. I responded back to the customer service email thread and asked that the opportunity be given to identify a donation side and the refund be processed. The customer service rep responded that *** was on the thread and would have to respond. He never did. I reached out a a couple local charities and quickly identified a 501c3 that was interested in taking the donation. I responded back to the thread that I had found a charity and sent a link. I didn't receive a response. I sent a final email on 12/15 (over a month after first requesting a refund) stating again that a donation site was identified and a refund was requested. I asked that I receive a response by the end of the day. I didn't receive any response.

The website guarantees that they will refund your purchase price if you are not happy with the product. I am not, and we contacted them within the return window. I have been trying to return it for 6 weeks, to no avail. They would like to donate the mattress to a charity, and have been unable to locate one that will accept used mattresses due to health issues. I offered to help, and found one that will accept it, but charges $50. I have provided contact info so they can pay for the pickup. They still refuse to return the mattress. They have a legal duty to honor their stated return policy, and I want the refund I am due.