ComplaintsforPuffy, LLC

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company boasts a lifetime warranty. I have had this mattress for about 4 years and it is too hard to sleep comfortably. I called about a replacement and was told I would not get one for 'hardness' I would get one if it showed physical damage. To me that is extreme and not what mattresses are all about..they are about sleep comfort and that should be what the warranty applies to.

  Business response

  06/27/2024

  Hi *******,

  Thank you for sharing your experience and were sorry to hear that your experience was not up to standards. We constantly strive to deliver award-winning service to our customers and we would like the opportunity to discuss this further.

  Please contact us at ******************************** to learn more about your situation. Well work with you to resolve any issues as quickly as possible.

  Thanks,

  The Puffy Team
  
  
  
  

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a Puffy mattress around January 2022 because of the ratings and guarantee and also the 101 day trial guarantee. Within 60 days the mattress was sagging on both sides of the bed and forcing padding to the center of the mattress. I contacted Puffy to replace the flawed mattress and did not receive a response. After several attempts they sent me instructions to file for a warranty claim. I followed the directions, sent photos and again no response. Then they claimed I didnt send photos. I sent more photos. They concluded that it wasnt bad enough to replace but they would send a topper. I have photos of me literally sitting in a hole in my mattress. After reading the complaints on this website it is obvious this company is not honest and is falsely advertising. They do not back the guarantee on any level, they try to stalemate their customers and finally refuse to cover the guarantee on the product. This is obviously a flawed product and they are not honest with the customers. I have a mattress that is causing me back problems and I cant use. Can you please help me with this situation. Thank you. I tried to upload the emails and photos from my back and forth with Puffy but your website wouldnt upload them. Not sure what the problem is. Thanks.

  Business response

  06/27/2024

  Hi *****,

  Thank you for taking the time to leave us a review. Were sorry to hear of your less-than-satisfactory experience with our customer service and hope you will accept our sincerest apologies.

  Its important to us that our customers are more than satisfied and we would like the opportunity to resolve this.

  Please contact us at ******************************** if this is still an issue and well have our team respond to you as soon as possible.

  Thanks,

  The Puffy Team

  Customer response

  06/27/2024

   
  Complaint: 21778648
  
  I am rejecting this response because:

  Notice they did not contact me directly even though they have all my information and the lengthy back and forth delay tactics of honoring their product guarantee. This is simply another delay tactic and way to look like they are willing to settle this matter and keep another negative comment off the record. Have them contact me directly and address the many ignored attempts by them to settle this.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  - Purchased a Puffy Cloud mattress on line at puffy.com on 5/12/24 - I paid $1331.75 for the mattress - At time of purchase I was told the mattress would be delivered between 5/16 and 5/20 and would receive tracking info. By 5/18 I had no tracking info called the company, *** said he would get it and email me. Nothing. On 5/20 called again for tracking info. Nothing.. Called 5/21 asked for a manager, *****, Customer Support Manager, got on the call confirmed it was on back order. I told him I got rid of my mattress and was sleeping on an air mattress and I was frustrated as there was no indication at time of order the mattress was on back order. More importantly, I checked website that morning and it showed that the mattress was available and ready to ship. I asked why they were deceiving the public within inaccurate product availability and shipping information. He called me the next day apologized and said there was an earlier version of the mattress that I ordered and he would ship that one out to me ASAP and I would have it by Friday 5/24. Again I was waiting for tracking information, when I finally received it the arrival date was for Tuesday, 5/28. I called Fed Ex and they said it was sent standard shipping. In order for me to have received it by Friday it would have had to been shipped Fed Ex express. I contacted ***** and he attempted to blame Fed Ex, but I told him I spoke with Fed Ex and it had to do with the delivery mode Puffy selected. I asked him why he misrepresented shipping info, knowing it would not get to me in 2 days. My issues are the company is: - misrepresenting availability (stating its' available when its on backorder) - providing ship dates that are not accurate - customer service does not provide accurate information, it's deceptive in nature - website states "ships 1-2 days"Puffy should provide the consumer with accurate product availability, accurate ship dates, and discounts for misrepresentation.

  Business response

  06/27/2024

  Hi ****,

  Were reaching out regarding the delivery issues you experienced with your Puffy order a while back. Please note that your experience still matters to us.

  At Puffy, weve worked hard to improve our delivery processes since then. Were committed to ensuring that every customer receives their order promptly and without complications.

  If you have any questions or would like to discuss your past experience further, please dont hesitate to contact our customer service team at ********************************************************.

  Best regards,

  The Puffy Team

• Initial Complaint

  05/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  ORDER ********** Ordered April 18th 2024 Puffy signature pillow When I received the pillow, I found that it was filled with chopped foam that included various pieces of plastic, dirty/stained foam that appeared to be used and many pieces of foam that were not memory foam.I contacted puffy and offered to send them some of the bad filling pieces but they never got back to me.My email response from them was generated by an AI bot.They said my issue would be forwarded to the production team but I never heard back from anyone..I received an email from them asking for a positive review. They offer big discounts for positive video reviews.I submitted an honest one star review of the pillow which they never posted on their website.My complaint is that the company does not post all verified reviews on their website.As a matter of fact, all of the reviews posted on the Puffy website are five stars.There are no negative reviews at all.The company is obviously intentionally deceiving the public by only posting 5 star reviews.I never would have bought the pillow from them had there been reviews describing the junk foam filling.

  Business response

  06/27/2024

  Hi ******,

  At Puffy, weve been working diligently to improve both our products and customer service. We value your feedback, as it has been instrumental in helping us enhance our offerings.

  Please contact us at ******************************** if youd like to discuss your past experience or learn more. Our representatives will be happy to assist you.

  Best regards,

  The Puffy Team

  Customer response

  06/27/2024

   
  Complaint: 21694356
  
  I am rejecting this response because:

  Puffy still has not posted my verified 1 star review on their website.

  They continue to only post 5 star reviews which is deceptive and unacceptable.

  Either post my verified review or refund 100% of my purchase price.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 2020 we ordered a Puffy Royal which was not the right mattress for us. We returned and exchanged it for a Puffy Lux which we slept on for years. It did not stand up well after being moved cross country during the summer so we began looking for a replacement.Puffy says we ordered a queen sized mattress in 2022 and returned it unopened but we have no record of that and we don't have a queen size bed so would've had no use for a queen size mattress.in 2024 we ordered a Puffy Royal as it has been redesigned and Puffy's sleep expert recommended it. We followed the instructions on set up and found that it was so squishy in the middle that it was hammocking. It was either defective or the worst designed mattress I have ever laid on. We returned it after letting Puffy know what we were experiencing.At that point we were very concerned about getting another Puffy at all let alone a Royal but Puffy's sleep experts told us the Lux would be slightly firmer and we could return it for no additional fees if it did not work so we took a chance and ordered it. We have found it to be drastically firmer to the point I wake up with both of my arms fallen asleep and my wife and I both have back and neck pain. We came back to Puffy to return it, were again told we could and given the link to start the process. A few days later we received an email saying we had exceeded the number of returns for our household and could not return it. I escalated and spoke with a manager who repeated the policy, went and checked and came back with the same answer.We just want to return the mattress and receive a refund as we were told we could.

  Business response

  06/27/2024

  Hi *****,

  Thank you for leaving your feedback. We strive incredibly hard to make every customer experience enjoyable and were really sorry to hear that the product has not been able to meet your expectations this time.

  We try to ensure that we provide excellent service and design products to help our customers achieve optimal sleep. This helps us curate 5-star reviews across the board.

  However, wed love to resolve this as quickly as possible and find a solution that works for you.

  Please reach out to us at ******************************** and wed love to talk more!

  Thanks,

  The Puffy Team
  
  

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company offered me a complementary lifetime warranty mattress pad because my mattress was not as described on the website it shouldve inflated to 14 inches not 11 they sent me a mattress pad and 2020 it is now falling apart with regular use gentle washing, followed all the guidelines, etc. and they are refusing to replace the mattress pad. The cost of a replacement mattress pad is $195 plus tax. Because the company is not honoring this warranty and sent me a faulty mattress and the mattress pad has fallen apart, I would like a refund of the total amount I paid of $2562.65.

  Business response

  06/27/2024

  Hi *****,

  We're truly sorry to hear about your poor experience with Puffy. Your satisfaction is our top priority, and we'd like the opportunity to make things right.

  Please contact us at ********************************* A representative will address your concerns personally and work towards a solution that meets your needs.

  Best regards,

  The Puffy Team

• Initial Complaint

  03/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I love my Puffy mattress. However, I see that the company does not stand by its lifetime warranty and like so many others try to place blame on their own customers to avoid allowing customers to actually use the warranty. I requested a new mattress cover as the previous one is not fitting on the mattress after being washed over several years. The customer service rep said I damaged the mattress cover because I washed it. I didnt know the cover was never supposed to come off to be cleaned. I am only asking for a mattress cover. Its bad enough that when you take the cover off, the mattress is encapsulated in the thinnest material that will rip if you have a hangnail. However that wouldnt be a workmanship issue for Puffy. According to them, thats excessive wear and tear.

  Business response

  06/27/2024

  Hi ******,

  Thank you for taking the time to leave us a review. Were sorry to hear of your less-than-satisfactory experience with our customer service and hope you will accept our sincerest apologies.

  Its important to us that our customers are more than satisfied and we would like the opportunity to resolve this.

  Please contact us at ******************************** if this is still an issue and well have our team respond to you as soon as possible

  Thanks,

  The Puffy Team

• Initial Complaint

  02/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Puffy is utilizing deceptive marketing practices to inflate their prices and trick buyers into purchasing their products. Firstly, their website states that their mattresses are on sale, yet when you go onto the website, the prices have not changed in the last 30 days are always on sale at the same price. For example the list price of the puffy *************** mattress is a little of 2000 but has been on sale for the last 30 days for 1600. Yet in mattress stores 1600 is the base bride for the mattress. They conflate these prices by offering a false sense of a sale by utilizing a timer they constantly resets to one hour and never actually ends further insinuation g that these prices arent accurate and thus need to be changed. Below I have attached screenshots for the same time of 1:08 one showing the timer has been counting down for several minutes since I last viewed the website and the other using incognito where the timer is forced reset to one hour. Ive also attached my email thread with customer support confirming they do this which is illegal.

  Business response

  06/27/2024

  Hi ***,

  Thank you for reaching out to us.

  At Puffy, weve been working diligently to improve both our products and customer service. We value your feedback, as it has been instrumental in helping us enhance our offerings.

  Please contact us at ******************************** if youd like to discuss your past experience or learn more. Our representatives will be happy to assist you.

  Best regards,

  The Puffy Team

• Initial Complaint

  01/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I ordered a mattress on January 6, ****. On January 7, ****, the puffy support team contacted me and confirmed that the mattress I ordered is on back order and they told if I switch my configuration to a different mattress it will be delivered right away. Based on their feedback, I agreed to change my configuration and confirmed it the same day. After a week when I did not receive the product, I contacted the support team on January 12, ****. The support personnel confirmed that my mattress is getting prepared for shipment and should get delivered on Monday January 15, ****. On January 13, when I didnt receive a shipping confirmation and a tracking number, I contacted them again and I was told that they dont ship products over the weekend. When I contacted them on January 17, ****, I was told that my mattress was unlikely to ship that week. On their website they make a false claim that the mattress will ship in 1-2 days. However, in reality they take weeks to ship the product. I was tired of them giving me misleading information so I told them to cancel my order if they cant get it shipped in the next two days. The customer support promptly canceled my order and initiated a refund. It was clear that they had no intention to ship the product, they just kept giving date after date just to mislead customers and keep the orders while they didnt have the inventory to fulfill the orders. Only when I forced them to give me a firm ETA, they confirmed that my mattress is unlikely to ship anytime soon and cancelled my order. Please feel free to contact my if you need email exchanges of the entire conversation

  Business response

  06/27/2024

  Hi ******,

  Were reaching out regarding the delivery issues you experienced with your Puffy order a while back. Please note that your experience still matters to us.

  At Puffy, weve worked hard to improve our delivery processes since then. Were committed to ensuring that every customer receives their order promptly and without complications.

  If you have any questions or would like to discuss your past experience further, please dont hesitate to contact our customer service team at ********************************************************.

  Best regards,

  The Puffy Team

  Customer response

  06/27/2024

   
  Complaint: 21159603
  
  I am rejecting this response because:  The response from the retailer offers no resolution. Its a boilerplate response trying to salvage their reputation. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a mattress and just after the 3 month trial started to have issues with the mattress with body impressions so I tried turning the mattress to see if it was just a fluke. Well it was not and it got worse. So bad that in month 5 I ended up in urgent care because my back was so bad from ended up in the cavern created by this POS mattress. Well I contacted them as their website says no body impressions should ever be left. I submitted a warranty claim and then I spoke to them and they were such jerks that they flat out said they would not refund the money and they may not support a claim if the dent wasn't at least 1.5" why would there be any. What a waste of money and false advertising. I will now make it my life's work to share this with anyone and everyone. I may contact everyone and start a class action lawsuit! None of this seems legal or right

  Business response

  06/27/2024

  Hi *****,

  We appreciate your candid feedback about your experience with Puffy. We're concerned to hear that it hasn't met your expectations.
  

  To fully understand and address your concerns, we invite you to reach out to us at ********************************* if this is still an issue. Our team is committed to finding a tailored solution that ensures your satisfaction.

  Your comfort is our priority, and we're eager to make this right for you.

  Best regards,

  The Puffy Team

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩