PuffyReviews of puffy.com

Good selections & great service!

Undecided ...but customer service very helpful! Contacted them twice, very prompt in reply and resolution! So far very pleased with company and my Puffy! Thought I loved the mattress THEN the pillows and sheets arrived!!! Why did I wait so long to purchase?!?!?!

Filed a warranty claim on mattress that was less than 2 years old and rotated every month. After many different pics sent it was deemed for no replacement. It feels as if you roll into a big hole on one side of mattress. They are sending a mattress topper?

Ordered a mattress from Puffy Lux after doing research. Two days after placing the order we got an email saying that there was some discrepancy with our information and we would have to send a picture id through email or cancel our existing order and use PayPal. After calls and emails we couldn’t get an answer as to what the discrepancy was or a way to securely provide the the information they were requesting. They cancelled the order. So after a week we are out a mattress with no real answer as to what the issue was. I would never provide any kind of personal information through email. This seems very sketchy and I won’t be doing business with them again.

After ordering a queen metal foundation, I realized that it was not going to work in my space. It was too late to cancel the order but customer support immediately issued a return shipping label. I really appreciate Puffy's return policy and promptness. I will definitely order from them in the future!

The quality of the Puffy Lux mattress and the quality of the Puffy support staff were both exceptional.

Not only is the bed comfortable but the customer service is amazing. The best customer service I have ever dealt with in any industry. The foundation is also a solid base and doesn’t not make any noise.

their trial period and warranty process is a joke. their mattresses are designed to break down after a year or two; long after you're eligible for a refund, which leaves you with no other option than to initiate a warranty claim for a replacement mattress. the trouble is they require you to provide photos that are nearly impossible for single or elderly people to take - they require you to move the mattress and place it on the floor because they want photos of the bed frame. they require you to remove the mattress cover, which is easy enough to remove if you're by yourself, but impossible to put back on. they require you to demonstrate a sag of 1 and a half inches or more using weights, string and a measuring tape. basically, they make the warranty process so insanely difficult that you give up and drop it. puffy only cares about closing the sale; their representatives flat out lie about how wonderful the mattresses are, but they know they're selling an inferior product and will force you to jump through hoops months or years later to prove to them what they already know. they will tell you their mattress are recommended by consumer reports, but if you want to see how puffy compares with their competitors, that part of the site is pay walled. it's also worth noting that they deactivated their bbb profile due to poor customer feedback. i was surprised by the amount of positive customer feedback on trust pilot until i checked the dates on the 5 star ratings; nothing but neg ratings until a few months ago which makes me think puffy is either posting pos ratings themselves or soliciting pos ratings from their customers. do yourself a favor and buy a mattress from a mattress store. these bed in a box companies are only in it for a quick buck. they don't care about the longevity of their company because once the bed in a box fad is over, they'll still be laughing all the way to the bank.