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02 Jun 2019 15:57
Replied by Phoenix on topic My Luxi experience and hybrid mattress questions

My Luxi experience and hybrid mattress questions

Category: General Mattresses Questions

Hi anotherscott,

Thank you for your post and I'm sorry that you've been having such a difficult time returning your Luxi mattress. December 2017! ...This is not a good sign for customer support with Luxi. We haven't had any recent complaints, and I am hoping that your post will catch their attention to help process your return.

Although unfortunate, we do appreciate the post and the updated information. Thanks again.
Phoenix
31 May 2019 18:57
Replied by anotherscott on topic My Luxi experience and hybrid mattress questions

My Luxi experience and hybrid mattress questions

Category: General Mattresses Questions

Sorry to say, I've had a similar experience to the others reported above. I've had three different reps (Samantha, Danny, Laura) each confirm to me that I was eligible for return/refund, each leaving me expecting to hear from someone about processing the return/refund, and each then disappearing. No response to emails for months at a time, no phone call answered. This has been going on since December 2017 (yes, 2017!), with the last contact from them this past February. It hadn't occurred to me until now to check and see what people here may have been saying, and it's oddly both reassuring and disappointing to see I am not alone. Since others' posting here actually seems to have gotten David's attention, this is now my best hope that I'll actually hear back from someone to resolve this.

It's a real shame, because while it was not quite the right mattress for us, it was one of the better ones we'd tried, with a surprising amount of bounce for a non-spring mattress, and no smell, and of course the benefit of a certain amount of customizability. But for all intents and purposes, I'd have to call this a non-returnable mattress, unless maybe someone knows to post here and keep their fingers crossed.

BTW, the one that finally made both of us happy was Saatva. It took us a while to find it. But along the way, at least everyone other than Luxi processed the return and refund promptly.
23 Jan 2019 10:52
Replied by Mia12345 on topic Mattress comfort layers - Memory foam

Mattress comfort layers - Memory foam

Category: General Mattresses Questions

This is my first post, so I hope I'm doing this correctly! I searched for "scoliosis" posts to tag onto, but couldn't quite find the right one and my question is kind of about memory foam comfort layers... I was so excited to find this community as I've been struggling to find a foam mattress for the last 6 months that could replace my Simmons Comforpedic Advanced Rest/Luxury Firm memory foam mattress, 5 years broken in, that was perfect. It felt like a bunch of individual foam cushions. I miss sleeping well and now dread bedtime. Thanks in advance for any thoughts you may have!

About me if helpful: Princess and the pea sleeper. I have rods in my back to correct scoliosis, so I need a mattress that conforms to me, since I don't really bend. I'm 144lbs, BMI is 22 but I'm bony - post-pregnancy, my tail bone sticks out way more than it used to and is jamming into the mattress when on my back. I have trouble with my lower lumbar spine overarching when on my back (toward the ceiling) and causing back pain.

Like many here, I'm dreaming about:
- really good support
- pressure relief
- an all foam mattress (I like sleeping "in" the bed with memory foam, even the hybrids are too pushy and latex feels too bouncy)
- works for back sleeping (75% of night) and side sleeping (25% of night)

What I've tried so far:
First, I tried to find a Comforpedic on Overstock, but it was a more plush version. My butt sunk in too far right through the comfort layer then hit a too firm next layer. I had nerve compression/ tingly feet.

Then, I tried the Tempurpedic ProAdapt Medium. I broke it in for 2.5 months but it was WAY too firm and caused bursitis, pain in my hips, tail and butt bones. It felt like I wasn't exerting enough pressure on the mattress and just sleeping "on" it.

Currently, I'm on day 4 with Amerisleep AS4 and I can't sleep on my back at all because my lower lumbar spine is overarching. There is no gap - the bed fills in the space - but is pushing me way too far towards the ceiling. It feels "softer" than the ProAdapt, but I don't think my butt is sinking in very far. Is there a way to tell if the overarching is from too much sinkage vs not enough? I'm guessing not enough bc I feel like I'm sleeping "on" the mattress, not "in".

I know it takes a while to break in and might end up much softer, so I'm going to walk on it, weigh it down with books, do what I can to last another week of sleeping on it at least, but it's pretty brutal as my hips are sore from exclusive side-sleeping.

Any thoughts on:
-toughing it out on the Amerisleep AS4?
-suggested mattresses similar to the Comforpedic Advanced Rest/Luxury Firm, but less firm/5 years broken in?

I *think* I need to find an all foam mattress that is very conforming, supportive, and with a soft enough firmness to cushion the bony butt and hips but not too plush to sink through the comfort layer and overarch my back.

In our local stores, I've laid on all the foam mattresses - the Beautyrest Black line, iComfort line, and Sleep by number. The closest to comfortable were the Beautyrest Black Nadia (too firm) and Scarlett Plush (too plush).

Online research has me looking at:
-Layla soft side (but maybe similar to AS4?)
-Novosbed soft (but see in Forum concerns about poor quality)
-AS5 (only if it's substantially softer than AS4 and have to wait 30 days to switch I think)
-Luxi soft setting (but sounds difficult to return, bad customer service)
Nothing seems quite right and how to compare to the ones I've already tried!

I'd love any guidance! I wish it was possible to hire a mattress shopping consultant, because this is so complex.
19 Nov 2018 10:36
Replied by Phoenix on topic Don't forget to ask for your "The Mattress Underground" forum member discount/bonus

Don't forget to ask for your "The Mattress Underground" forum member discount/bonus

Category: General Mattresses Questions

Hi a470yz.

Welcome to our Mattress Forum ! :) ... and thank you for your feedback and appreciation of the site.

Is the trusted member list kept up to date?


The Trusted member listings are kept up to date. While you may have come across some of the older posts that were mentioning Dreamfoam, their membership ended more than a year ago… I'd always recommend checking the membership listings here for to get the most up to date Trusted Member discounts. Thanks for mentioning the Luxi's entrance topic. I have removed it to avoid confusion. ;)

Phoenix
18 Nov 2018 18:51
Replied by a470yz on topic Don't forget to ask for your "The Mattress Underground" forum member discount/bonus

Don't forget to ask for your "The Mattress Underground" forum member discount/bonus

Category: General Mattresses Questions

Is the trusted member list kept up to date? I swore a few weeks ago Dreamfoam was on the list but now they're no longer there but then with Luxi, there's a post announcing their entrance just this year, but their member page doesn't actually exist. PM if needed.

Keep up the great work, this site is great!
28 Oct 2018 16:07
Replied by Phoenix on topic My Luxi experience and hybrid mattress questions

My Luxi experience and hybrid mattress questions

Category: General Mattresses Questions

HI imnotfrank

Welcome to our Mattress Forum ! :)

Thanks for your candor and insight on the issues you have experienced with Luxi. It is unfortunate that Luxi mattress did not work out for you and that you experienced lengthy delays with receiving your refund. Unfortunately, you were not the only customer that had the same issue and we’ve contacted Luxi on several occasions to alert them. TMU received reassurance that the situation will be remedied but at this time we see little evidence of it.

Hopefully, posts like yours will act as a self-balancing correction for the company.

Phoenix
26 Oct 2018 13:31
Replied by imnotfrank on topic My Luxi experience and hybrid mattress questions

My Luxi experience and hybrid mattress questions

Category: General Mattresses Questions

I have been looking for a forum like this for weeks because I have had a similar experience with Luxi, specifically slow customer service and delays processing our return/refund. At one point I thought Luxi had gone out of business because there has been zero contact/response/refund from Luxi since our mattress was collected over 6 weeks ago.

I purchased the mattress in May and received it in June. I did my research and liked the concept of the Luxi 3 in 1 mattress. The adjustability appealed to me because my wife and I have different preferences on firmness and this seemed to be a solution. I also liked their Eco Philosophy and the sustainable mattress concept.

Scroll forward 2 months and neither my wife and I are sleeping well - we could not find the right balance between comfort and support which was affecting our quality of sleep. We started developing aches and pains which would persist. Changing the mattress configuration would help in the short term but essentially moved the aches elsewhere.

We have 2 young children and our sleep is regularly disrupted. This coupled with the mattress made sleeping and recovery very inconsistent - to the point we felt we had to make a change. The return was initiated and we were contacted by David Farley the co-founder/CEO of Luxi. David offered to help tune the mattress based on our feedback which we ultimately declined as we had reached the point we just wanted a different mattress. David promised he would take care of the return the same day - we heard nothing from him again. Ultimately we resorted to calling and emailing Luxi on a regular basis until someone would return our calls and emails. That person was Samantha who helped us process the return and collection. Overall the return authorisation and collection process took 6 weeks with the mattress being collected on 13th Sept. As stated earlier, we have received no further contact or refund despite attempts to escalate this. To say we feel disappointed with Luxi and David, in particular, is an understatement.

Now to be clear - I have no real issue with the Luxi 3 in 1 mattress. I like the design intent, the quality and the Eco Philosophy . There are some aspects of the design which could be improved which others have touched on but these are minor. Ultimately if we had found the mattress to be comfortable we would have kept it.

This is my experience, for what it's worth. I feel somewhat relieved to know I'm not the only person in this situation and hope it can be resolved soon.
05 Sep 2018 14:42 - 06 Sep 2018 21:06
Replied by Manimal on topic My Luxi experience and hybrid mattress questions

My Luxi experience and hybrid mattress questions

Category: General Mattresses Questions

Congrats, that's great news. David reached out to me as well and is helping to get the situation resolved.
04 Sep 2018 17:15
Replied by smeagol108 on topic My Luxi experience and hybrid mattress questions

My Luxi experience and hybrid mattress questions

Category: General Mattresses Questions

Just wanted to update the thread that I did finally receive the check the owner promised last week. So he did make good on his promise, just sucks it took me coming to this site complain, and an extended wait for this whole return process to finally be completed. Started end of may, finally complete September 4. Phoenix, thank you for your help and dedication to this site.
30 Aug 2018 14:38
Replied by smeagol108 on topic My Luxi experience and hybrid mattress questions

My Luxi experience and hybrid mattress questions

Category: General Mattresses Questions

Just figured I would update the thread. Yesterday I got a call from the owner David Farley. He was very apologetic and explained this fell through the cracks and that they had been trying to refund my credit card. In The first communication I had with them on August 13 after the mattress was picked when I provided the documentation, I specifically told them the credit card I purchased the mattress with was no valid anymore due to fraud and offered to give them a new card number, they asked me for my address that same day (August 13) and said they would have to provide me a cashiers check. I have these emails.

Anyways, the owner said he was personally going to the bank himself and getting me a cashiers check, but wouldn’t guarantee it would be yesterday, but he would try.

This business seems so off to me. Who has to go to the bank to get a cashiers check. What business can’t write the check themselves to refund their customers. Anyways, now waiting to see if I get it.
29 Aug 2018 13:33
Replied by smeagol108 on topic My Luxi experience and hybrid mattress questions

My Luxi experience and hybrid mattress questions

Category: General Mattresses Questions

I completely agree with maninal. I really don’t know how a company like this can operate in this manner let alone be recommended. They seriously never ever answer the phone. I have never once had someone answer, always, all our sleep specialists are busy please leave a message. It’s very disconcerting that there is no one to talk to. This forum is the only place we have to go.

In luxi’s Reply on this thread just on may 29th they say “we now have in place a sturdy refund process with failsafes to prevent this from happening again.” They also go on to say “we pride ourselves in offering a service that our customer can call amazing. We believe in an old school customer service approach where we take care of every customer in an individualized way in real time.”

I would love to like this company, but honestly I think everything they say is a lie and marketing. They have zero customer service, and right now they have made me feel like I have been robbed and I have no recourse, as they don’t even answer the phone.
28 Aug 2018 19:57
Replied by Manimal on topic My Luxi experience and hybrid mattress questions

My Luxi experience and hybrid mattress questions

Category: General Mattresses Questions

Sorry to throw gas on the fire but I haven't heard anything either. I initially posted because my gut told me something was wrong but was trying to give them a chance and some more time. It's now been almost a full month and haven't even heard anything about scheduling a pickup... this simply shouldn't be happening. The right thing to do would be to process the respective refunds ASAP and deal with logistics afterwards, particularly in smeagol108's case but frankly, mine as well. To put things in perspective, another smaller company I tried actually refunded me immediately when they were having trouble finding a place to handle the pickup in my area... in that case, I agreed to handle the "disposal" of the mattress because they were so prompt and easy to deal with. I left it in the lobby of my building with a note and someone ended up taking it. Even if a company plays it more by the book and wants an actual pickup scheduled, it shouldn't take them more than a couple days, or 5 business days tops, to schedule it. In any event, the customer shouldn't have to wait several weeks let alone months for a pickup/refund, not to mention the time and hassle of chasing up on the situation. That's why companies that don't penalize the customer for their own inefficiencies or logistical issues are doing the right thing... they should know "returns" and how they're handled are a part of good customer service. I really hope they speak up and address these situations ASAP since it appears to be a pattern.
28 Aug 2018 18:19
Replied by smeagol108 on topic My Luxi experience and hybrid mattress questions

My Luxi experience and hybrid mattress questions

Category: General Mattresses Questions

Thank you. I find that interesting because it shouldn’t be hard to contact me. Every email I have ever sent and voicemail I have left contains my cell phone number. I have had no missed calls or voicemails from them. I received one email from them last night that just said “we are asking accounting for an update on your refund.”

Like I said they have my contact info, I bought a mattress from them, have emailed them countless times. I find it hard to believe they are “actively trying to get in touch with me.”
28 Aug 2018 17:52
Replied by Phoenix on topic My Luxi experience and hybrid mattress questions

My Luxi experience and hybrid mattress questions

Category: General Mattresses Questions

Hi smeagol108.

Luxi contacted me this morning to let me know that they are working towards a resolution and actively trying to get in touch with you.

Hope it gets solved soon.

Phoenix
27 Aug 2018 17:16
Replied by smeagol108 on topic My Luxi experience and hybrid mattress questions

My Luxi experience and hybrid mattress questions

Category: General Mattresses Questions

Just figured I would update this thread. Five days since Phoenix contacted them, I have still received no contact from them and no refund. My return was started in end of may/early June, mattress finally picked up 14 days ago and proof provided to them that day. This is insane and unacceptable.
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