Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The mattress has failed as pictured. The excessive permanent depression in mattress. With depression being greater than 1-1/2" this should quality for replacement and I am being denied by customer service.

  Business Response

  Date: 05/29/2025

  Hi *****,

  
  Thank you for reaching out. I see that our Customer Support team has been in contact with you regarding your warranty claim for the Puffy Royal mattress since March. On April 6th, we offered an upgrade to the Puffy Monarch with the difference in cost to be covered by you, as per your request.

  
  Unfortunately, we did not receive a response until May 26th. After reviewing the new set of photos you submitted, we were unable to approve the warranty claim, as the issue did not meet our warranty criteria.

  
  If you're still interested in proceeding with the upgrade to the Puffy Monarch by covering the price difference, please reach out to our Support team, and they will be happy to assist you further.

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23387611
  
  I am rejecting this response because: 

  Actual response from puffy is continuing denied claim as stated.

  
  Hello *****, 
  Thank you for reaching out to us. We apologize for any confusion regarding our flexible warranty policy. The upgrade offer through our flexible warranty only applied to approved warranty claims, as we give you the option to upgrade your mattress model if your claim is approved. Since your warranty claim was denied, we are not able to provide the flexible warranty pricing for the Monarch mattress. 
  If you would prefer the Monarch mattress instead of the Royal that you currently have, you would need to order the Monarch directly through our website or through one of our representatives - we will certainly offer our best available discounts on the Monarch, but we are not able to provide the flexible warranty pricing since your replacement claim was denied. We apologize for any inconvenience that this may cause. 
  If you have any questions, please let us know. 
  Thank you for your time, 
  
  Jonas
  P **************
  E ********************************************************
  W **************************
  On Thu, 29 May at 1:13 PM , 3runnerboys <******************************> wrote:
  I would like to upgrade to the monarch mattress to resolve this mattress issue.
  Thanks again 
  ***** Runner 
  On Wed, May 28, 2025, 10:02 Puffy Mattress <********************************************************> wrote:
  Hi 3runnerboys,
  We hope this email finds you well. Here at Puffy, we greatly value your feedback and opinions on our products and services.
  We will be sending you another email containing a short survey. This survey will help us better understand your needs and preferences, enabling us to improve our service to meet your expectations.
  We kindly ask for a few minutes of your time to complete the survey and provide us with your valuable feedback. Your input is incredibly important to us, as it helps us shape our future decisions and deliver a better experience for you.
  We appreciate your continued support and look forward to hearing from you soon. If you have any questions or concerns, please feel free to reach out to us.
  Sincerely,
  Puffy Support Team
  Show quoted text
  
  Sincerely,
  
  ***** Runner

  Business Response

  Date: 06/02/2025

  Hi *****,

  We will have our customer support manager reach out to you in regards to your case. We apologize for any miscommunication from our end. 

  Customer Answer

  Date: 06/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** Runner

• Initial Complaint

  Date:05/01/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/16/2025 Puffy emailed me a promotional offer for a free luxury pillow in exchange for a review. On 4/19/2025 I provided the review, took the screenshot the company requested, and emailed it to the provided email address asking for the pillow they offered. I have followed up multiple times to get a status update and in nearly two weeks the company has not got back to me or moved the status of this request. The lack of follow up and follow through on this promotion feels like Puffy has no intention of fulfilling the terms of their promotion. Therefore, that would make this a wrongful business practice and a violation of the Federal Trade Act. A comapny is in violation of the *** if they engage in deceptive marketing practices, such as offering promotions with no terms and conditions and applying terms post-hoc as well as only accepting reviews that meet an arbitrary set of standards in order to cherry pick the reviews shown online. This is now the second time this company has engaged in unethical business practices at worst and at best they run a poor operation. I expect the company to process requests within their normal SLA window of 1-2 days as stated in their automated support emails and to uphold their end of promotional offers to consumers without applying undue responsibility onto the consumers.

  Business Response

  Date: 05/14/2025

  Hello ******,
  
  Thank you for leaving an honest review of your sleep experience with your Puffy mattress! We had shared this code previously and are happy to reshare it.

  Please use discount code "Free-92a5t4" for your (1) complimentary standard or king-sized Puffy pillow.

  Simply add your Puffy pillow to the shopping cart and apply the discount code. No purchase is necessary!
  *********************************************************************
  
  If you have any questions or concerns, please feel free to reach out to us at ********************************* and we would be more than happy to assist you.

  Thanks,

  The Puffy Team

  Customer Answer

  Date: 05/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:04/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a king size Puffy Lux Mattress from ************************** on 1/02/2025 for $1710.93. Order: **********. The mattress was delivered to the correct address. On 4/2/2025 I was given an offer from ************************** to submit a video review on their website in exchange for a free set of sheets valued at $210 plus an exclusive $1400 off my next mattress purchase. On 4/15/2025 I uploaded a video review of the mattress to their website using the link their company provided. I received a confirmation email showing successful receipt of the video review also on 4/15/2025. On 4/16/2025 ************************** emailed to inform me that my video does not meet their expectations and I wont quality for the free sheets. The email with the offer for free sheets in exchange for a video review has no terms and conditions, guidelines, or clauses that state there are strictly content requirements to qualify for the free sheets. I pointed this out to the company and they have taken no action to rectify to issue.

  Business Response

  Date: 05/01/2025

  Hi ******, 

  Thank you for reaching out and we apologize for all the inconvenience caused.

  Please use code "Sheetset-2zzca9" for your luxury gift sheets set worth $210. 
  
  You can click on this link to purchase your free Puffy Signature Sheets Set: **************************************************************************;
  
  Add your products to the shopping cart and apply the code. You can use the code to purchase the Puffy Signature Sheets Set - No minimum purchase is required. The entire credit must be used at one time, and any remaining amount is lost. If the order total exceeds $210, you are responsible for the remaining amount. The credit cannot be used towards existing orders or any other items. Items purchased with credit cannot be returned. If you have any questions or concerns, please feel free to contact us at ********************************************************, and we would be more than happy to assist you. Thank you.
  
  *Codes cannot be combined with any other discounts*
  

  Cheers,

  The Puffy Team

  Customer Answer

  Date: 05/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:04/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business leaked my card info and failed to notify me in a timely manor. The business fully resolved all of the issues while calming they hadn't been breached, until claiming they had after they had implementing changes.

  Business Response

  Date: 04/07/2025

  Hello ****,

  Unfortunately we are unable to locate any orders or communication from you via phone or email ********************** Please reach out to our support team to further investigate the claim of credit card information leaked. You can reach us at ******************************** or **************

• Initial Complaint

  Date:03/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my puffy queen mattress on July 20 2025. ****** recommended it. So I purchased it. I called and told them I had only slept on it 10 times.I was told to sleep on it 14 strait days I and my husband did. I go to bed pretty much painless and wake up with hip pain. Back pain. Neck Pain. My husband rolls to the middle and can't hardly get out. Even though I was told I could return after that. I can not and have to file a warranty claim. Which everyone says is pointless please everyone do not buy Puffy Mattresses. They are a waste of your hard earned money. Go to a reputable store and buy theirs.

  Business Response

  Date: 03/31/2025

  Hi *****,

  We're sorry to hear that you are having issues with your Puffy mattress. Unfortunately, we were unable to locate an email sent form *******************************. Please reach out to our support team at ******************************** with your order number and we will be able to further assist you. 

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A Puffy mattress was ordered and delivered on 12 August, 2023. There was no removes from box by date on the box or anywhere in the order. On 30 November 2024 it was removed from the box. The mattress was either defective or just a piece of garbage. It never properly inflated after over 30 days. And the company does not stand by their "Lifetime Warranty". My original desire was for a replacement. After the jumping through hoops and disregard for my time my only option is a refund and reimbursement to dispose of this defective mattress.

  Business Response

  Date: 01/15/2025

  Hi *****,

  Thank you for taking the time to share your experience. Were sorry to hear that this product isnt working for you. Could you contact us at ******************************** to let us know what went wrong so we can try to solve the problem?

  We'd like to learn more about your situation and possibly find a solution for you. We have a 101-night sleep trial which can be used to test out the mattress. During this time, you can choose to keep it or donate the mattress and receive a full refund. We take all reviews seriously and will use this as an opportunity to improve our services in the future. 

  Thanks,
  The Puffy Team
  
  

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22812509
  
  I am rejecting this response because:

  I have already contacted customer service, received several emails about a survey. I have provided the order number. Once again order # **********. The mattress is defective. There is no date on the box to open by. The hideous mattress has never been slept on because it is defective and I have gotten nothing but run around. I have ordered another mattress from another manufacturer because of your inaction.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:11/14/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Nov 4th we ordered a King size Puffy Royal mattress. Puffys website states 1-2 day delivery. On Nov 4th we received an order confirmation email stating, delivery by Nov 12th. On Nov 12th after not receiving our mattress I called Puffy. I spoke to a man named ******. ****** said he would check into the shipping issue and either call us back or send an email. We received neither one. Three days later, on Nov 14th, I called again, (we are now 10 days from the original order date) I was now told by the woman I was speaking to that she was submitting a request for a mattress replacement and that she spoke to ****** who is supposed to call us back. We dont trust ****** to do this as he told us this before. Our biggest issue is that on Nov 15th, we are moving to another state. The original delivery date worked out as it would have been delivered before our moving date. I had explained to ****** that the mattress needs to be delivered to the same address on the order between ***** and ***** as this is the time we will be back at this address finishing up last minute details. Nobody will be at said address to receive the mattress until ***** / *****. It absolutely can not sit outside with no one there!! I also explained this to the girl I spoke with today (*****) possibly her name. She said she will pass the information on to ******. I had already made ****** aware of this in our previous conversation. Puffy is not honest regarding shipment and delivery. They have our $2,781.44 and we have no mattress and no answers. Buyer Beware!

  Business Response

  Date: 11/20/2024

  Hi *** and ****** ******,

  Thank you for leaving your feedback. We strive incredibly hard to make every customer experience enjoyable and were really sorry to hear that the product has not been able to meet your expectations this time.
  
  We try to ensure that we provide excellent service and design products to help our customers achieve optimal sleep. This helps us curate 5-star reviews across the board. However, wed love to resolve this as quickly as possible and find a solution that works for you.
  
  Please reach out to us at ******************************** and wed love to talk more!
  
  Thanks,
  The Puffy Team
  

  
  

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22556326
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** And ****** ******

• Initial Complaint

  Date:07/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have the puffy queen size mattress purchased in 2020. Both my wife and I are side sleepers and purchased the Puffy Lux mattress for that reason and after reading all those 5 star reviews (Don't be influenced by those reviews as we were). After only a short time of owning this mattress our hips and lower back are constantly hurting. We have to try to change positions throughout the night to get comfort from the pain. There is a lump in the center which causes either one of us to roll into each other when trying to adjust our position causing breaks in our sleep patterns. This should not happen from a so called quality mattress. Let the buyer beware.Now we are considering purchasing a different brand of mattress after only a couple of years..

  Business Response

  Date: 07/30/2024

  Hi ******,

  Thank you for taking the time to share your feedback. Were sorry to hear that you arent having the best experience with us. 

  At Puffy, weve created our policies to ensure that we always put our customers first. We have a lifetime warranty which means that you can request a new or replacement mattress if you are having issues with the current product.

  Could you contact us at ******************************** to let us know what went wrong so we can try to solve the problem? Wed like to learn more about your situation and possibly find a solution for you. 

  Thanks,
  The Puffy Team
  

  
  

• Initial Complaint

  Date:05/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company boasts a lifetime warranty. I have had this mattress for about 4 years and it is too hard to sleep comfortably. I called about a replacement and was told I would not get one for 'hardness' I would get one if it showed physical damage. To me that is extreme and not what mattresses are all about..they are about sleep comfort and that should be what the warranty applies to.

  Business Response

  Date: 06/27/2024

  Hi *******,

  Thank you for sharing your experience and were sorry to hear that your experience was not up to standards. We constantly strive to deliver award-winning service to our customers and we would like the opportunity to discuss this further.

  Please contact us at ******************************** to learn more about your situation. Well work with you to resolve any issues as quickly as possible.

  Thanks,

  The Puffy Team
  
  
  
  

• Initial Complaint

  Date:05/30/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Puffy mattress around January 2022 because of the ratings and guarantee and also the 101 day trial guarantee. Within 60 days the mattress was sagging on both sides of the bed and forcing padding to the center of the mattress. I contacted Puffy to replace the flawed mattress and did not receive a response. After several attempts they sent me instructions to file for a warranty claim. I followed the directions, sent photos and again no response. Then they claimed I didnt send photos. I sent more photos. They concluded that it wasnt bad enough to replace but they would send a topper. I have photos of me literally sitting in a hole in my mattress. After reading the complaints on this website it is obvious this company is not honest and is falsely advertising. They do not back the guarantee on any level, they try to stalemate their customers and finally refuse to cover the guarantee on the product. This is obviously a flawed product and they are not honest with the customers. I have a mattress that is causing me back problems and I cant use. Can you please help me with this situation. Thank you. I tried to upload the emails and photos from my back and forth with Puffy but your website wouldnt upload them. Not sure what the problem is. Thanks.

  Business Response

  Date: 06/27/2024

  Hi *****,

  Thank you for taking the time to leave us a review. Were sorry to hear of your less-than-satisfactory experience with our customer service and hope you will accept our sincerest apologies.

  Its important to us that our customers are more than satisfied and we would like the opportunity to resolve this.

  Please contact us at ******************************** if this is still an issue and well have our team respond to you as soon as possible.

  Thanks,

  The Puffy Team

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21778648
  
  I am rejecting this response because:

  Notice they did not contact me directly even though they have all my information and the lengthy back and forth delay tactics of honoring their product guarantee. This is simply another delay tactic and way to look like they are willing to settle this matter and keep another negative comment off the record. Have them contact me directly and address the many ignored attempts by them to settle this.
  
  Sincerely,
  
  ***********************