96 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from Ryan S
1 star05/09/2024
I feel scammed by this company. I repeatedly told the customer service agent that I was waking up in pools of sweat and they just kept delaying and delaying and sending products to me to delay me until I was outside of the return date period. The problem still exists, I wake up literally in pools of sweat every night despite trying numerous things. I spent $1800 for a extremely bad product and they are built on delaying peoples return requests until it's too late. I asked for even a partial refund and they said I was outside of my return date. I cannot use this bed and have to buy a new one. I'm happy to return the one they gave me.Layla Sleep, Inc. Response
07/16/2024
Hi ***** Thank you for providing this feedback, and I'm very sorry you had a poor experience. Upon reviewing our communications and your order, it looks like we sent you a cooling mattress protector to see if that would help in September 2023. Your mattress trial period ended on 12/09/23, allowing a couple of months for you to still process a return if the cooling protector didn't solve the problem. It seems that the next communication we received from you to return was on 05/02/24, and unfortunately, we are unable to facilitate a return/refund this far beyond the trial period expiration. Please do not hesitate to reach back out to us at ********************** if you have any questions whatsoever. Respectfully, **** **Review from Ashley R
1 star10/31/2023
I contacted Layla about how horrible the mattress was and they wouldn't give me a refund. It has ruined my physical health and sleep so badly that my doctor says my back is out of place. They are the worst company to communicate with as well. I made sure to email all the information about the purchase, along with pictures of the mattress sagging an entire inch (12" instead of 13") and they kept stringing me along through emails before saying they wouldn't refund me - not even a partial refund.Layla Sleep, Inc. Response
11/06/2023
Hello ******* Thank you for submitting your feedback regarding your recent claim experience for your Layla Hybrid Mattress. I'm very sorry to hear about the discomfort being experienced. After review, I do see that a response was sent to you on October 31st with a resolution option to move forward with your claim. Due to your mattress being purchased in 2022, we cannot process a refund or partial refund for your original purchase; however, I would be more than happy to issue a replacement mattress shipment to your home! I have resent the communication from October 31st to your email. If you would like to proceed with the option presented, please respond at your earliest opportunity, and I will have this completed immediately. I look forward to hearing from you! Thank you, Taylor Layla SleepReview from Carolyn M
1 star04/14/2023
I contacted Layla about my dislike of the mattress and I missed the cut off day for returns by 8 days. After multiple emails back and forth they have refused to even give me a partial refund. Their only solutions were to flip the mattress (which I tried) or to try different pillows (which I also tried). I wish I had spent less time trying to problem solve their mattress and just initiated the refund sooner. The bed is uncomfortable (both sides) after sleeping on it only occasionally it began to develop indentations and the edges droop. They know their product won’t hold up very long, which is why the return window is short. The mattress also moves a lot when my husband rolls over or gets up it wakes me up every time. I am amazed at the comfort I have found sleeping on my old mattress that we hadn’t thrown away yet. Their other solution was to send me a foam topper. More foam on top of foam won’t help this mattress. Despite missing the deadline by just a few days they have not agreed to even a partial refund. There is no consideration for the customer here. I would recommend purchasing a mattress from Costco who has a wonderful and flexible return policy. I’m so mad I wasted money on this foam junk. Also don’t bother with the copper cooling mattress cover. It is plastic and very slippery under the sheets. It’s also very hot and not breathable. Do your research. There are lots of fake positive reviews out there. You can tell because they all sound alike.Layla Sleep, Inc. Response
05/10/2023
Hello ******** Thank you for your review regarding your recent communication with our team regarding your Layla Hybrid Mattress return. I'm very sorry that you had a bad experience; this is absolutely something we never want to hear. After reviewing your communication, I do see that we were able to assist you on April 16th and resolve all concerns regarding your return! If there is anything else that I can help with moving forward, please do not hesitate to contact us at ********************** and request to speak personally with me. Thank you, Taylor Layla SleepReview from Dylan P
1 star02/06/2022
I learned Layla Sleep has two options for a “no hassle refund”. Donate the pillow (during covid - nowhere in my area is accepting this) or cut it up so no one can use it. Funny how option 2 isn’t in your help center. Had I known about your lack of sustainable efforts I never would’ve bought this. Waste of $170. Doesn’t even last 6 months. Flattest pillow on the market, make sure to do your research - STAY AWAY, this company is a scam knowing their product isn’t ready for market!Review from Felix M
5 stars11/14/2021
Richard on the chat was awesome! I had a couple questions on the website and Richard went above and beyond. He answered all my questions so I could chose the right product for me and then he told me to hang on while he found the best deal for me. Thanks Richard!Review from Laurie H
1 star10/23/2021
Deceptive return policy on their website. It clearly states that if not happy with your purchase to contact them for info on how to return the product for, no questions asked 100% refund. I did so and was told that in fact their policy (although not currently up to date on the website) is to have you destroy or donate the product and prove same for a refund. Well, the fact that they know the written return policy is deceptive and admit to "needing to have it updated right away", is unethical and very misleading. How can you trust a company that essentially admits to lying in writing about their policies?Review from Marge C
5 stars10/14/2021
I had an issue with my pillows that came with my mattress and Sky helped resolve my problem and exceeded my expectations. It's so nice that customer service is important to this company AND the product is great. I love my mattress.Review from Dan
5 stars10/14/2021
Sky helped me. She was great and very helpful. Great service.Review from Lisa M
5 stars10/13/2021
Sky was very helpful with my query today. Thank you very much!Review from Nikki M
5 stars10/07/2021
Super Duper loved dealing with Kirsten and Sky on chat today!!! First time purchasing mattress online via Affirm and originally called and got Kirsten. I was wondering if your company had personal financing or was it only Affirm after confirming Kirsten went above and beyond and helped me apply an additional code for discount and also advised once order was placed she would send to management to see if I could get a possible free mattress cover. Call ended up dropping so I placed the order then saw an available option for chat with customer service, that's when I spoke to Sky who was also just as wonderful! Sky was able to confirm Kirsten would send for approval once order processed next business day! What outstanding communication your associates have with one another that is hard to find these days! I am grateful for your team in helping me today and am hoping I feel the same with the product! I can tell you if I love the mattress I will be coming back to purchase the topper and possibly the sheets all thanks to your lovely associates!!!
Customer Review Rating
Average of 96 Customer Reviews
Contact Information
157 Church St Ste 1972
New Haven, CT 06510-2100
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