Great
Based on 70 reviews
Luma Sleep Reviews4.4Honesty, pricing, process and quality scores appear once 5 customers have rated them.
Luma Sleep was founded by three business friends with decades of mattress-making experience. We started our company because we learned a lot and came to believe a few simple things about making and selling mattresses:1. No one should ever have to compromise when it comes to buying a mattress.2. Most retail and online mattress shopping causes compromises and in many cases, regrets.3. A quality mattress is essential for quality sleep; the quality of a mattress is directly affected by the quality and quantity of the materials inside the mattress.4. Your mattress should adapt to you and your uniqueness - every night and all the time.5. The best mattress materials that adapt to you are Talalay Latex and Pocketed Coils.To make shopping for a mattress easy and make sure you sleep better we do four things: 1. We build quality mattresses with designs that are simple and easy to understand.2. We use the best American made materials and more of them.3. We make it easy to compare our products to the competition.4. We give you 100 nights to fall in love with your new bed or return it free. 5. We created our unique Slumber Systems™ so you can transform the firmness of your bed anytime your needs change and for free in the first year. Everything we make and everything we do is focused on your comfort before, during, and after you purchase one of our mattresses – whether that’s in month four or year fourteen. Our goal is simple. Every time you climb into bed, the last thing we want you to think after turning off the lights is “Ahhhhh…bed.”We hope you will give us a try.~ The Founding Team
Luma Sleep Reviews (lumasleep.com) has 70 customer reviews on Folks Told, with an average rating of 4.4 out of 5.
Showing 6 reviews with 1 star · Clear filters
J L.
Purchase the pillow to help enhance my intimate life and allow some support for older bodies . Unfortunately it does not live up to any of the hype. Well I think the design is fundamentally good. It does crush under less than 150 lb weight, far too narrow to try to lay on. I do not recommend this pillow
Efrain Vega De V.
Their warranty is a scam. I bought one of their mattresses for my disabled mother and it already has a hole that causes her excruciating back pain. They asked for pictures which we sent and they said they cant see the dent through the pics we sent, when it's visible. I highly advise you to stay away from this company.
A H.
I bought the plush latex system and it ended up being too hard. To the point it caused some serious pain for my hips. Currently sleeping on my sofa with no pain. The return process was a awkward. They were somewhat polite while ordering. But down right rude for returns. They initially ignored my request until I followed up. They sent me a passive aggressive message that I did not try long enough and should utilize their comfort guarantee. It’s too hard and I got the softest set so that doesn’t make sense. They did let me know someone will contact me in three business days to schedule the return. That day went by and I reached out for follow-up. That was ignored for a few days with some instructions that stated a pickup date was already scheduled and shipping materials were on the way. It was not. The shipping company called and asked for dates. After I did so I tried to confirm the tracking number for shipping materials. I got an immediate response with no tracking number for supplies and the sender went off on me for changing the date and I need to reschedule to what they originally had. I did call them out on their behavior and the fact they had not done anything they stated. I have a bad feeling I will not be refunded out of spite.
J
I am writing because of my incredibly upsetting experience with their customer service department. I've been researching mattresses for about a week and had almost settled on this company, but I called because I had a few questions about the split king topper for the hybrid system and the density of the NRG foam in your materials. I spoke with someone I believe named Stefano. He answered my questions regarding the split king. He asked me additional questions about my and my husband's height and weight (5'3 250, 5'9 170) and then recommended your all latex system. When I told him I would need to discuss with my husband since it was about $600 more than the mattress we were considering, he told me that because of my size your company would not honor the 100 night sleep trial or warranty. I was flabbergasted but as I have been researching thoroughly, I said there was nothing like this in the terms and conditions. He said they would just refuse to take my order and recommended I find a different mattress company before hanging up on me. I was not rude or angry this entire call. Frankly I was a bit too stunned to react. I cannot fathom why your associate treated me this way. I was specifically interested in your company because of the honesty in details regarding construction and materials and the recommendations from other folks online as to the construction. There is no policy or warranty information posted on their website that differentiates policy based on size. Had this information existed, then I would not have wasted so much time reading about your products. Additionally, these are not cheap mattresses and it truly concerns me that their king would apparently not be supportive to two adults. Frankly, I was left speechless. It is one thing entirely to recommend a different mattress based on someone's specific body, it is entirely another thing to treat someone as though they have no worth because of their weight.
Alexandra
We purchased this mattress to replace our 10+ year old one. Based on recommendations of both the Hybrid Slumber System and the customer service, we picked Luma. Unfortunately, the mattress did not work for us as the movement of the latex triggered post-concussion syndrome for my spouse. I would have still rated the mattress a 5 as it worked for me. However, dealing with customer service on the return has been a nightmare. First, they tried to thwart the return by offering alternatives that could never address the fundamental issue. Then, they completely disappeared despite numerous follow up emails and calls from me. After I initiated a credit card dispute, they finally reappeared again and offered to take back the mattress if we took care of delivery (against their own policy). Then, insult on top of injury, they blamed us for the bad experience by saying that they would have ‘never risked sending out’ the mattress if we had told them about the concussion. There is no warning on their website that people with concussions should not use their mattress, nor a requirement that all medical conditions be disclosed to them. We’ve never slept on a latex mattress and never had issues with any other mattresses, so how where we supposed to know without a warning from them? Rudely blaming us and the overall bad customer service experience is the reason for the 1 star. Otherwise, if you have no medical issues and don’t think you might need to rely on their return policy, do consider this mattress.
Lisa L.
I feel every move my partner makes. It is way too soft. Haven't had a decent nights sleep since it was set up,
Reply from Luma Sleep ReviewsDec 14, 2017
Hi Lisa, We're very sad to hear you're not having a good experience. Have you contacted us online or on the phone to see if we can help? Our chat and email logs don't have any communications from the email you used with your order. Since you purchased one of our Slumber Systems, you can exchange the comfort layer for a firmer version for FREE until August , 2018. Our team is very experienced, and with a little more information we can definitely increase the firmness of your system and likely reduce any motion transfer. Although we recommend you give us a call or chat live on-line, you can initiate a comfort layer exchange without consultation. Simply fill out web form at http://www.lumasleep.com/contact/exchanges Best Regards, Team Luma
