19 Customer Reviews
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Review from sbnol21
1 star04/29/2024
We purchased a bed frame from Lull in November of 2022 and it was delivered in December. The frame arrived with a manufacturing defect, which we did not notice right away. A few months after owning the bed frame one of the wooden slat support beams that holds up the mattress broke, which is when we noticed the defect in the frame. One of the holes (for the wooden beams to click into) that should be in the frame is missing, so the wood slat could not click into the frame causing it to snap. I emailed Lull on 7-15-23 informing Lull of the defect and break in our bed frame (with pictures) requesting a replacement part and we heard nothing back. I continued to reach out via email as well as left voicemails on their phone line and didn't hear back from Lull until 1-31-24. On 1-31-24 they requested we submit a claim through their portal. We submitted the claim (again with photos) and on 2-3-24 I emailed Lull to confirm that they received our submission of the claim. On 2-5-24 Rajaye with Lull confirmed they received our submission and said they'd update us soon. I emailed Lull again on 3-2-24 as we still had no response after R*****'s email. That same day, Shanae with Lull responded saying our claim was denied as the year warranty had expired. I sent another email saying this was not acceptable as we originally reached out within the warranty period and could not get a hold of the company. After calling Lull again, I received a call back on 4-29-24 and the associate said that usually they would have sent us either a replacement or a refund for the defect, but that they had no record of the original claim. He said they did see the original emails from 7-15-23 but they still couldn't do anything, especially since the bed frame is now discontinued. We try to be patient with companies. However, after going back and forth with Lull for over a year and having a broken bed frame due to a manufacturing defect, we are turning to BBB for help.Review from Cameron I
1 star12/27/2023
Terrible return policy and terrible customer service. (I wrote a review about this on their website to which they left a long reply about how much they try to make people happy and how they tried to call me and all this). I ordered two pillows and a set of sheets and spent almost $300. None of them were to our liking but when we bought these we were encouraged by the "120 night free trial". They ended up telling me on the phone that you can only return two items total which apparently "is in the fine print". I was floored and couldnt believe it because then they told me that I couldnt actually get a refund for the two items, one of them i could get money back for and the other one i had to exchange or just not return. This is also along with the fact that i had a third item that wouldnt be used ever and was a complete waste. The customer should always be atleast a little appeased by whatever the resolution was and I absolutely am not because I'm now out over $100. I hope someone reads this who hasn't yet given this company their hard-earned money yet because they truly dont care about you or your satisfaction they will just do whatever they can to keep your moneyReview from Bobbi Anne W
1 star11/29/2023
By mistake, my daughter used our credit card to order a twin mattress for me on Thanksgiving evening 11/23/2023. She mistakenly thought I wanted this. I noticed the purchase on my bank statement next day and I told her I did not need it as I am healing from a broken leg and the doctor approves of mattress that I have Lull did not send a confirmation email of the initial order to my daughter. So we sent a cancellation request to support at lull.com. They told us to call them. We did. They refused to cancel it and kept insisting we had to buy it at a discount. Very uncooperative customer service I had to file a dispute with my bank. I’m not sure why they can’t just cancel the order considering that we contacted them soon after the initial order on Thanksgiving vacation weekend. Customer support was like dealing with a mafia.
Lull Response
12/05/2023
Hello, My name is A*****, and I am a Customer Support Team Lead with Lull. Thanks for reaching out to us for assistance. I’m sorry to hear that you did not find the cancellation process as easy as you’d hoped, this was not our intention. Our products are designed to make sure you get the best sleep on our mattress, and we love to share with our customers how we can help them get there by offering discounts when we’re able to do so. Since, in your case, it sounds like you ultimately landed on cancelling we always are happy to proceed and process a cancellation for those within trial. I'm sorry to hear our mattress did not work out for you, but we are here to help. Our intention was not to refuse your cancellation by any means but rather to offer alternative options that we thought may be of interest to you. Since you had refused those alternative options, we proceeded with cancellation, per your request, that same day. I apologize if you felt our intentions were anything but genuine. We’ve also already processed your refund, and while we understand you filed a dispute for this transaction I want to assure you this isn’t a necessary step as we are more than happy to work with our customers to process cancellations and refunds. I appreciate you reaching out to us, and one thing I'd like to note is that we're always here to assist so please do not hesitate to reach back out to us if you are needing assistance. Thank you, A*****Review from Luz B
1 star10/27/2023
This is almost a scam company. They said you can return after 60 days up to 365 days. They gave me the worst customer service ever and they do not want to return my money back. Im ok to pay 10% fee,but still they come out with all obstacle to do not return the mattress. DO NOT USE THIS COMPANY AT ALL. I do not RECOMMENDED .Review from Carlene L
1 star10/25/2023
I submitted a claim and was denied without explaination why. The pictures clearly shows the problem with the mattress. I will never buy another Lull product again and will caution others about purchasing from Lull as well. If you find that your Lull mattress feels like it has a hole and pilling, take off the zippered covering and check. I did and discovered tears and holes in mattress. I can provide pictures of this. Now all I want is for Lull to send someone to take "their" mattress out of my house. I should not have to pay to dispose of it. In my opinion Lull is not a reputable company. Every ad I see I will let others know my experience with Lull.Review from Elisha P
1 star10/09/2023
Be aware before purchasing.....If mattress do not fit you cannot return it until after 60 days and you will have to pay a 10% return fee.Lull Response
10/12/2023
Thank you for leaving us your thoughts in a review and for reaching out to our team for assistance in your return.
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We are sorry to hear that you are unhappy about our required 60 day adjustment period. While the vast majority of our customers love our products and are most immediately satisfied, some take a little longer to adjust. It’s important to give yourself the proper time to really give a new mattress a fair shot. This way you ensure that you allow your body time to fully adjust, and for the mattress to break in and to allow it to adjust to you too. We’ve found that taking more time to adjust almost always ends with great sleep, but if you find that you’re still not in love with the mattress after you’ve tried the mattress for the required 60-day period, reach back out to us and we’ll move forward with helping you to process your return.
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We're also sorry to hear that you're unhappy about our returns processing fees. While we ship free to your door (within the contiguous U.S.) if you choose to return, we simply deduct a 10% returns processing fee meant to cover costs associated with returns like shipping and processing. We're sorry to hear that you were not aware of these fees, we clearly state our processing fees in our terms and conditions.
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If you want to see more on this, as well as on our required adjustment period, our terms can be reviewed at http://Lull.com/terms. With that said, we do see that we spoke with you on 10/9 and allowed a return. We understand that this is a resolution that you were satisfied with, and we’re pleased we were able to help.
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If you would like further assistance, please call us at 1-800-301-5845 between 7:30 a.m. to 4:00 p.m. PST Monday through Saturday. Our team is here to help.Review from Ceymishan A
1 star10/05/2023
I purchased 3 mattresses because I trusted on their word, they listed on their website Easy Return 365 Days Trial. But it is not true at all. I wanted to return one of them and first they said there will be 10% restocking fee and then 3rd party has to pick it up if they deny to pick up I won’t receive the refund… They are basically don’t want to accept the return and saying deal with the 3rd party. Also, if I wanted to return 2 of then I was not able to because one household can return only 1 mattress. If you trust them and purchase more mattresses and if you have problem 365 day trial or easy return will go in the garbage. They are liars and untrustworthy. Do not trust them, they are just fishing with their lies and when they catch someone ohh you didn’t read the very small prints on the website which you can’t find it if you don’t know where to look at it. I regret doing business with them. I do not recommend Lull Mattress to anyoneLull Response
10/11/2023
Hi C********, My name is A*****, and I am a Customer Support Team Lead with Lull. Thanks for reaching out to us for assistance. I’m sorry to hear that you did not find the returns process as easy as you’d hoped, this was not our intention and I want to assure you that we will be able to finalize your return as you have requested. As our Better Sleep Guarantee program was designed to make sure you get the best sleep on our mattress, we love to share with our customers how we can help them get there. The processing fee is applicable to all returns. If you decide to exchange instead, as you'd expressed interest in doing when we spoke most recently, our processing fees will be deducted from your transaction. That said, if you change your mind and ultimately you decide the Lull is not for you, the processing fee is charged to cover the returns process. This may include sending a return label to you and having our pickup partners come to your home to pick up and donate the mattress and other associated costs. Our terms page at Terms notes these processing fees will apply for every order. To be eligible for a Mattress return, the mattress must be clean and undamaged. This is not based on the judgement of our pick up partners, and is instead based on our judgement. Once you've submitted the images requested to finalize your return, we'll let you know if your request has been approved and will work with you to finalize and process your return as soon as possible. We'd be happy to help assist you in processing your exchange! We hope all this information helps and we're confident that if you land on finalizing your exchange, you'll fall in love with the mattress you choose and get to better sleep. While we would not be able to process a return or refund of multiple mattresses, we are always happy to help brainstorm ways to make your product work for you or find a solution you are ultimately happy with. We hope this helps address your concerns. If you would like further assistance, please give us a call at 1-800-301-5845 between 7:30 a.m. to 4:00 p.m. PST Monday through Saturday. If a sleep expert is not available (or maybe we're having a pillow fight), please leave us a detailed message and we will get back to you as soon as we can. We look forward to helping you sleep and live better. A***** Lull Sleep Expert #1 http://Lull.comReview from Monica D
5 stars09/12/2023
Ive ordered lull mattress for all my bedrooms and guests. They are fast in shipping And customer service. I had a problem with one mattress after 60 days of having it and they sent someone to pick it up and bambbb it was picked up. Totally recommend. Just wish it was a but cheaper lolLull Response
09/19/2023
Hi M*****,
My name is J******, and I'm a team lead with Lull. We wanted to thank you for taking the time to post your thoughts and review. We're pleased to hear that you've had a positive experience with our shipping and customer service.
We carry a premium foam mattress that is 1/3 the cost of traditional mattress retailers, and one of the reasons we are able to do this is because we are an online mattress company. Because of this, we are able to offer a premium mattress comparable to those in the thousands. In other words, we are not comparing our mattress to those less in price, but to those that are traditionally sold in stores for much more. We also offer access to a world class team of sleep experts who are here to make sure you are always completely satisfied. This is because we want our customers to know that we stand very proudly behind our product.
With that said, we're glad that you were able to take advantage of our 365 night trial. While we're bummed the Lull did not work out for you, it sounds like you've had a great experience overall. Please do let us know if you have any further questions or concerns.
Thank you,
J******
Lull Team LeadReview from Kristen N
1 star03/03/2023
We have had our mattress and king platform bed frame since November 2021. My husband and I are average size people and yet in the middle of the night while sleeping, our bed fell through to the floor. So since we are out of the 1 year warranty window they said they could offer us a discount to buy another frame???????? I don't want a free frame, let alone purchasing another bed frame from them? I have spent hours on the phone getting the run around, they continue to put me on hold and tell me that all the big wigs are in meetings.? Please spend some time meeting about how you can keep from people falling through your cheap bed frame. I am so very unhappy with my purchase and their customer service is less than stellar.Review from Brittany M
1 star12/29/2022
Lull guarantees you can return your mattress if you are not satisfied. I received my mattress in early November. I did not sleep well. I have tried to return a mattress for a month now. I submitted the form online, and was told through email that I would need to call in. When I call in, I get a customer service rep that tries to sell me on keeping the mattress. When I communicate that I want to return it, I am put on hold, and then the call is disconnected. This has happened three times.
Customer Review Rating
1.21/5stars
Average of 19 Customer Reviews
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