ComplaintsforLayla Sleep, Inc.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Layla mattress for around $1200 about 3.5 years ago. My wife and I have been suffering severe chronic back pain for the last 8 months, and unfortunately, we didn't pinpoint that it was our sagging Layla mattress until recently. We examined our mattress and were able to measure that it sagged over an inch in the middle so we submitted a warranty claim with Layla to have them honor their lifetime warranty for selling us a defective product. We amply demonstrated that the mattress has lost an inch of height and is sagging by following the detailed instructions they sent us for pictures; however, each email sent with the requested pictures always resulted in them asking for more and more pictures. After I told our representative that we had amply demonstrated both a one-inch loss in height and a sagging mattress (two separate and distinct mattress defects), she still continued to ask for more pictures and say sorry, our warranty team needs more to assess the issue. Meanwhile, my wife and I are having to sleep in our guest room because we can hardly sleep a full night on the mattress we have from Layla. I am disappointed that Layla will not honor their warranty and cares so little about the chronic pain they have caused us by selling us a faulty product. I would like them to either provide a replacement to the address we have listed or provide us a 50% refund on the total cost of what we paid for the mattress -- a four-figure mattress lasting less than 4 years is totally unacceptable.

  

  Business response

  08/26/2024

  ** ******
  
  Thank you for contacting us and sharing this valuable feedback. I apologize for any inconvenience caused by your claim. Upon thorough review, we have determined that we need some additional photos to move forward with your claim. I have replied to your support ticket and look forward to hearing back from you. 

  Respectfully, 

  Cody H. 

  Layla Sleep 

  Customer response

  08/27/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I've provided 11 pictures so far. It is of enormous difficulty to strip the bed each time to provide you additional pictures, and I won't keep doing it with the back pain your product has caused me and my wife. Although you don't agree that the sagging has been amply demonstrated in the existing pictures (which I vehemently disagree with), the loss of mattress height is irrefutable and qualifies as a mattress defect. You guys are purposefully making the process challenging to deter use of your warranty. If you continue to reject my claim, I'll have no choice but to turn to the state attorney general regarding this defective consumer product (that judging by the other complaints both here and throughout the internet, you're clearly on notice of) and/or a lawsuit. As a commercial litigator, I hope that you'll drop making this as difficult as possible for consumers (as well as myself), and stand behind your product.

  

  Business response

  08/28/2024

  ** ****** 
  
  Thank you for getting back to us. I understand that you have submitted several photos with your claim and I apologize for any trouble this may have caused. Unfortunately, based on the photos provided, we are unable to approve your claim. I have replied to your support ticket with specific instructions on the photos we require for approval, along with a link to our warranty terms that explain what is covered. 
  
  Once again, I apologize for any inconvenience and I am eagerly awaiting your response.

  Respectfully, 

  Cody H. 
  Layla Sleep 

  Customer response

  08/28/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  There is a large mismatch between the lifetime warranty your company offers and what is actually provided. It is clearly documented that this is a defective product on numerous websites. It is very apparent that the warranty process that Layla offered is designed to be as difficult and as lengthy as possible for the consumer to eventually give up, but it is not going to work with me. I've provided 11 pictures that clearly document the mattress defect on a less than 4-year-old mattress that I paid over a thousand dollars for.  Although I know you'd like to keep having me send pictures until I eventually abandon the process, I am going to go to the attorney general's office from here. 

  Please reach out to me if you'd like to come up with some sort of compromise before then. I will go to the attorney general's office about the defective product being sold to consumers in my home state on the afternoon of Friday, 8/30 if we haven't been able to resolve this before then.

  

  Business response

  08/29/2024

  Hello Danny, 
  
  Thank you for your response. We want to assure you that, as mentioned in your feedback, we are not intentionally trying to prolong the warranty process until you give up on your claim. We have reviewed the multiple photos you have submitted thoroughly, but unfortunately, none of them show a defect that is covered under our warranty terms. Once we receive photos that clearly demonstrate an issue with your mattress that falls under our warranty, we will be more than happy to honor our warranty and replace the mattress for you.

  Respectfully, 

  Cody H. 

  Layla Sleep

  Customer response

  08/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I've already provided a plethora of pictures of this defective product. I'll take a refund or a new mattress. Layla Sleep's warranty is a complete fraud.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order # ****** was placed on May 10, 2019, via laylasleep****. Order included: Free *** * *** Pillow × 2 $0.00 Layla Mattress - King × 1 $974.00 Layla Bamboo Sheets - King, Gray × 1 $200.00 Layla Foundation - King × 1 $369.00 Layla Topper - King × 1 $369.00 Layla Pillow - King × 2 $178.50 Layla Bed Frame - King × 1 $225.00 Layla Weighted Blanket - King × 1 $169.00 Total: $2,374.50 My wife reached out, regarding needing to file warranty claims for the above listed items via email to **********************, on Sat, Jan 27 at 11:09 AM, as directed, via the warranty filing process, on laylasleep****. The warranty claims were filed solely due to defects in each of the item's materials and workmanship that has greatly and without doubt compromised BOTH our sleep quality. The first email response reply to my wife was from Cody (Layla Sleep) - Jan 28, 2024, 2:07 PM: "'Thank you for getting back in touch! Given the volume of the order you can just reply here with photos of the damages/issues with; I was able to locate the order as well so, if the law tag is missing, a shot of the Layla tag will do just fine. The warranty covers manufacturing defects for replacement upon approval that falls within the warranty terms for each specific product ...' Cody H. Dream Team Manager" My wife then replied to Cody's email on Mon, Jan 29 at 11:18 PM: "Hi Cody, After 5 hours of pulling EVERYTHING APART, I got photos & video of the tags & damage. It was a pain, so I'm really excited for the replacements! Bed base/foundation (the part with the zippered cover & wooden slats) - slats are broken/breaking, cover is torn in multiple places ... Memory Foam mattress - MULTIPLE, deep tears in the foam & rips in the cover. Super disappointed. We are SUPER disappointed that FIBERGLASS kept coming out & getting all over our room. This was a hazard to our toddler!! The 2 weighted blankets have holes and tears in the seams; all the sheets are coming apart in multiple places and have holes, as well. The 2 Layla King-sized pillows have come apart at the seams and the foam has bunched so badly, we cannot sleep on any of them; the same goes for the 2 *** * *** Pillows." Photos were provided, as well as videos were offered to be sent, by my wife, to prove the damage to each of the above-listed items. As stated, this entire process absolutely FILLED our room with fiberglass, proved extremely challenging and inconvenient and also a hazard to our 2 year old son." On Tue, Jan 30 at 2:24 PM, Cody H. replied: "'Hi, Thank you for getting back in touch & for providing these photos! I’ve forwarded your claim to our Warranty Processing team for evaluation. Once we receive an update from them, we will be back in touch to advise you of their findings or to request additional information if needed. Thank you for your patience during the claims process; we should have an update for you within 2 business days. If you need anything in the meantime, don't hesitate to reach out!" Best, Cody H. Dream Team Manager' The next email from Cody H. was received Wed, Jan 31 at 8:34 AM: "'Hello, I hope you have been well! Thank you again for your patience during the claims process. Your warranty claim has been partially approved. Please confirm your shipping address for me so I can have the below replacement items processing right away. Bamboo Sheets - both sets ***** Pillow x1 - we were able to approve the pillow that had the stitches coming apart at the corner Foundation The other items that were claimed we weren't able to approve as the damage seems to be from use and not the result of a manufacturing defect. Please review our warranty policies and our terms and conditions. If you have any questions or concerns moving forward, please do not hesitate to ask." Respectfully, Cody H. Dream Team Manager' However, when both my wife and I went back to read the original warranty policies AND terms & conditions, which are currently on their websites (as we have screenshot proof, as of 05/08/24), they state: "Warranty: Layla Sleep® Inc. warranties that Layla® brand products will be free from defects in material and workmanship that may compromise sleep quality for the life of the product ...Fewer than ten years after the original purchase: Layla® will replace any defective Layla Sleep® mattress (subject to the limitations hereunder) with a brand new Layla Sleep® mattress of equal or greater value at absolutely no charge to you Mattress Manufacturing Defects are solely as follows: Memory Foam Mattress - Lifetime Warranty - Seams coming apart ... splitting or cracking of the foam ... (*************************************************************************************************) ... Warranty Performance: We will repair or replace the defective mattress or the defective component(s) of the mattress ... 4 ***** Pillows - 5 Year Warranty - Defects in material or workmanship: Stitching or seams coming apart, flattening or changing of the shape of the pillow (beyond normal use), or the fading of cover colors. 2 Weighted Blankets - 5 Year Warranty - Defects in material or workmanship: Stitching or seams coming apart, and rips or fraying that are not a result of abuse." Cody clearly disregarded our warranty rights, guaranteed for "defects in material or workmanship for the above items. Instead, he counters by saying, "***** Pillow x1 - we were able to approve the pillow that had the stitches coming apart at the corner" ... when there should be 4 replacements, which we sent photos of - ALL 4 having the exact same damage. Cody never address the 2 weighted blankets. And the memory foam mattress has a LIFETIME warranty, which covers "Seams coming apart ... splitting or cracking of the foam (*************************************************************************************************)." "What does the Layla® Mattress Lifetime Warranty cover? The Layla® Mattress Lifetime Warranty covers sagging (more than 1”), loss of shape, splitting or cracking of the foam, and loss of mattress height. The warranty is only valid for customers who have purchased their Layla® Mattress directly from our website (****************************)." Once again, their Terms & Conditions state: "Warranty: Layla Sleep® Inc. warranties that Layla® brand products will be free from defects in material and workmanship that may compromise sleep quality for the life of the product. (********************************************)" The issues we experienced have been occurring for years, since we got the products, and since we're near the end of our warranty, we want to take advantage of replacements, before our warranties run out, since each one of the products purchased were NOT free from defects in material and workmanship and certainly DID compromise our sleep quality for nearly the ENTIRE life of the product. Considering our mattress is a LIFETIME warranty, then it's certainly covered for a LIFETIME. Based on reviews from countless other customers Layla has scammed, it's very clear that if there's ever an issue with mattresses, Layla says, "(we) weren't able to approve as the damage seems to be from use and not the result of a manufacturing defect," simply claiming that the LIFETIME warranty on the mattress is not voided by clear cracks and tears in the seams, which we provided photos of, which was not due to us, but rather directly due to a result of a manufacturing defect AND poor workmanship. Given that our warranty period is nearly completed, we expect full replacements for ALL the items we submitted warranty claims for, no questions asked, as promised, via warranty terms & conditions AND FAQ's AND warranty policies. We will not be satisfied nor consider the terms & conditions nor the warranty policies honored by Layla, should Layla give a PARTIAL replacement, in ANY way, including if they claim the warranty wasn't filed within the 5 years of warranty conditions, should they choose to delay responding to this scam allegation, to cause our warranty to expire, as they have with many other customers. Should our requests not be honored, we have already written scathing reviews, which we will continually be posting on Layla's social media accounts, especially considering the Memorial Day customer base, which should be put on notice, regarding Layla's lies and outright dishonesty of NOT honoring their own warranty and terms & conditions policies.

  

  Business response

  05/15/2024

  Hi James, 

  Thank you for getting back in touch and I'm very sorry about the continued frustration regarding this claim. I've responded to your latest warranty request via email with the best resolution for your claim and I look forward to hearing back from you! 

  Respectfully,  

  Cody H. 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/11/23, we spent $2,558.13 thru Layla cal king mattress and bed foundation. The mattress springs are making horrible noises and my husband and I wake up feeling like we got hit by a train each morning, I sent pictures and well as videos to Cody, Dream Team manager and Layla and the response received today was: Hello *****, Thank you for contacting us and submitting your warranty claim below associated with your Layla product(s). I'm very sorry to hear about the concerns taking place. After reviewing the videos provided, unfortunately, your product(s) current conditions do not fall under the warranty terms associated with your product for replacement at this time. Please review our warranty policies and our terms and conditions. I'm sorry for any frustration this may cause. If you have any questions or concerns or would like to submit additional photos, we would be happy to review your claim further at that time. Respectfully, -- Cody H. Dream Team Manager

  

  Business response

  04/08/2024

  Hi *****, 

  Thank you for reaching out and I'm very sorry about any frustration caused by your warranty claim. You can review our warranty terms here ********************************************. Upon reviewing your claim, the images provided don't reflect anything that falls under these terms to warrant replacement. 

  Again, I'm very sorry for any frustration caused and if you have any questions, don't hesitate to reach back out. 

  Best, 

  Customer response

  04/08/2024

  
  Complaint: ********
  
  I am rejecting this response because: it’s a fairly new mattress and the mattress is extremely noisey and the springs are hurting our backs and this isn’t covered by warranty? 
  
  Sincerely,
  
  ***** ****

  

  Business response

  04/08/2024

  Hi *****, 

  Thank you for getting back in touch. You can review what is covered under the warranty here ********************************************

  Respectfully, 

  Cody H. 

  Layla Sleep

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Per warranties on LAYLA SLEEP website, all items from Order# ******, that was placed on May 10, 2019 - I have uploaded photos for EACH item. ALL items fit the terms & conditions that the warranty for each item covers, re. types of damage. I see that on previous customers' reviews, Layla refuses to acknowlege any damage & just simply ships ONE new pillow or ONE sheet set, when the warranty claim is 100% COVERING the damage it said it would. This is what Cody H., Dream Team Manager said to me, after providing over 50 PHOTOS & taking 7 HOURS to go through every single item & take the mattress cover off & flip it. Also ... there was FIBERGLASS (their "premium fire deterrent") ALL OVER THE MATTRESS & FLOOR, WHICH ENDANGERED OUR TODDLER! Here was Cody's response: Cody (Layla Sleep) Jan 31, 2024, 8:34 AM MST Hello ******, I hope you have been well! Thank you again for your patience during the claims process. Your warranty claim has been partially approved. Please confirm your shipping address for me so I can have the below replacement items processing right away. Bamboo Sheets - both sets Kapok Pillow x1 - we were able to approve the pillow that had the stitches coming apart at the corner Foundation The other items that were claimed we weren't able to approve as the damage seems to be from use and not the result of a manufacturing defect. Please review our warranty policies and our terms and conditions. If you have any questions or concerns moving forward, please do not hesitate to ask. Respectfully, -- Cody H. Dream Team Manager I will NOT accept any other resolution than coverage, per warranty conditions, as demonstrated by over 50 photos for ALL ITEMS IN THE ORIGINAL ORDER #Order# ******, that was placed on May 10, 2019. I refuse to accept the current offer of sheets & 1 pillow, when ALL ITEMS IN THE $2,374.50 order was damaged, PER WARRANTY POLICY & TERMS/CONDITIONS. You can ship them to: ****** ** ****** *** * *** ** **** *** ******** ** *****

  

  Business response

  02/06/2024

  Hi ******,

  Thank you for contacting us and providing your feedback associated with your recently filed warranty. I am very sorry for any frustration caused by the outcome of your claim. Upon review, we are happy to replace the items in the claim that do fall under the warranty terms for replacement as discussed; those items being one Kapok Pillow, two Bamboo Sheet sets, and the Mattress Foundation. Unfortunately, the damage to the other items do appear to be from use and not a result of a manufacturing defect or flaw in the workmanship, so we are unable to replace the other products associated with your claim. If you'd like us to replace the approved items, please respond to our existing email conversation to confirm this or write in to ***********************   

  Respectfully, 

  Cody 

  Layla Sleep

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the mattress in January 2018. It was a little hard when we first got it, we contacted Layla and they sent us a sheet of softer foam. No cover on it, just a sheet of foam. But it worked. and it helped for a while. Now the bed is VERY soft on both sides. It has lost it's firmness. It also is sagging/indented in the spots where we sleep, which you feel when you lay on it more than you can see. I contacted Layla numerous times about this, starting 1/1/22. We emailed back & forth and they kept wanting more information - such as pictures of the foundation, mattress, tags on the mattress, pictures showing the mattress with a bowling ball on it in different places, pictures with a string across it, pictures with a ruler, etc. They also had me try sleeping on it on the floor. All of this took a while to do what they wanted each time, with having to take off the mattress covers etc, so this went on a for a long time. I sent all of the pictures to them through email. I think I finally sent them every thing they requested in September 2023. They have now stopped responding. I think they ran out of things to have me do! I tried to file a claim through their website since nobody was responding to the original one, but I went around & around with a bot that could not help me. I ended up emailing them through the the website. I received an automated email that said that someone would respond in 3 days. That was 10/31/23. It is now 12/11/23. I have sent a couple emails since then, asking for help or an update. I have received no response. We are waking up with backaches almost every day because of the loss of firmness and support. We are sleeping with hunched up backs due to the lack of support. It's awful. The warranty is a lifetime warranty and I have had the mattress for less than 5 years.

  

  Business response

  12/12/2023

  Hello ***,

  Thank you for contacting us and providing your feedback associated with your recently filed warranty claim. I'm very sorry for the lack of communication in response you received to this claim. 

  Unfortunately, due to the timeframe of your mattress purchase, we cannot issue you a full refund. To proceed, however, I'm happy to have a replacement Queen-size Memory Foam Mattress shipped to your home and I have sent you an email to ***************** to coordinate this shipment.

  Please respond to my email at your earliest convenience and I will be happy to have your replacement sent immediately! If you have any questions or concerns moving forward, please do not hesitate to ask.

  Respectfully,
  Taylor
  Layla Sleep

  Customer response

  12/13/2023

  
  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

  11/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am deeply disappointed with the quality and comfort of the pillow. It has failed to meet even the most basic standards of comfort and functionality, and I am finding it impossible to get a good night's sleep with it. I reached out to customer service multiple times about returning the pillows. Each time they wanted me to try different things (ie put the pillows in the dryer or massage the pillows or need to sleep on in longer). They purposely delayed me returning the product. Then I was told my return period expired. I tried returning before the deadline, they wouldn't let me. I also noticed this company suppresses negative reviews of their products online which deceives the consumer.

  

  Business response

  11/06/2023

  Hello ******,

  Thank you for submitting your feedback below associated with your recently purchased Layla ***** Pillows. I'm very sorry to hear about the discomfort you are experiencing and I'm sorry for the frustration associated with your communication you had with our team. After reviewing your order, I see that your trial period for returns ended on 09/13, 30 days after delivery was completed, and your return inquiry was not started until 9/30. Unfortunately, with this being said, we cannot process a refund for your purchase. 

  Please rest assured, your Layla ***** Pillows come with a 5-year warranty for any defects in material or workmanship and I would be more than happy to review any claim and photos submitted for replacement if approved! You can submit a warranty claim at **********************

  if you have any questions or concerns regarding this, please do not hesitate to contact me directly at **********************. I'm happy to help!

  Thank you,
  Taylor
  Layla Sleep

  

  Business response

  11/06/2023

  Hello ******,

  Thank you for submitting your feedback below associated with your recently purchased Layla ***** Pillows. I'm very sorry to hear about the discomfort you are experiencing and I'm sorry for the frustration associated with your communication you had with our team. After reviewing your order, I see that your trial period for returns ended on 09/13, 30 days after delivery was completed, and your return inquiry was not started until 9/30. Unfortunately, with this being said, we cannot process a refund for your purchase. 

  Please rest assured, your Layla ***** Pillows come with a 5-year warranty for any defects in material or workmanship and I would be more than happy to review any claim and photos submitted for replacement if approved! You can submit a warranty claim at **********************

  if you have any questions or concerns regarding this, please do not hesitate to contact me directly at **********************. I'm happy to help!

  Thank you,
  Taylor
  Layla Sleep

  Customer response

  11/06/2023

  
  Complaint: ********
  
  I am rejecting this response:

  Dear Taylor,
  
  Thank you for your prompt response and for reviewing my case. While I appreciate your offer to assist with the warranty claim, I must express my disappointment in the inability to process a refund for my purchase.
  I understand that the trial period for returns ended on 09/13, 30 days after delivery was completed, and you claim my return inquiry was initiated on 9/30, which falls outside the stated time frame for returns.  However, I reached out to your company on Thursday August 24th.  Your customer service agent said I didn't give the pillow enough time and told me to massage the pillow.  I tried that and it didn't work.  Then I reached back out a week later, I was then told to put the pillow in the dryer.  
  
  However, I'd like to emphasize that my dissatisfaction and discomfort with the Layla ***** Pillows only became apparent after using them for a longer duration.  I keep your company in the loop from the beginning and tried all your remedies.  I am disappointed that you used the last time I reached out to your company for return but I tried to return it much earlier (since Aug 24t)

  Please let me know if there's any possibility of revisiting this decision, as it would greatly contribute to my satisfaction as a customer. I truly hope we can find a resolution that leaves both parties satisfied.

  Thank you for your understanding, and I look forward to your response.
  

  Sincerely,
  *** ******
  
  
  
  
  
  

   

  Customer response

  11/06/2023

  
  Complaint: ********
  
  I am rejecting this response:

  Dear Taylor,
  
  Thank you for your prompt response and for reviewing my case. While I appreciate your offer to assist with the warranty claim, I must express my disappointment in the inability to process a refund for my purchase.
  I understand that the trial period for returns ended on 09/13, 30 days after delivery was completed, and you claim my return inquiry was initiated on 9/30, which falls outside the stated time frame for returns.  However, I reached out to your company on Thursday August 24th.  Your customer service agent said I didn't give the pillow enough time and told me to massage the pillow.  I tried that and it didn't work.  Then I reached back out a week later, I was then told to put the pillow in the dryer.  
  
  However, I'd like to emphasize that my dissatisfaction and discomfort with the Layla ***** Pillows only became apparent after using them for a longer duration.  I keep your company in the loop from the beginning and tried all your remedies.  I am disappointed that you used the last time I reached out to your company for return but I tried to return it much earlier (since Aug 24t)

  Please let me know if there's any possibility of revisiting this decision, as it would greatly contribute to my satisfaction as a customer. I truly hope we can find a resolution that leaves both parties satisfied.

  Thank you for your understanding, and I look forward to your response.
  

  Sincerely,
  *** ******
  
  
  
  
  
  

   

  

  Business response

  11/06/2023

  Hello ******,

  I appreciate your response regarding your inquiries associated with your Layla ***** Pillows. I completely understand and I'm very sorry for the frustration regarding your communication with our team. After further review, unfortunately, I do not see your communication from August 24th.The communication that I do see taking place was from August 11th regarding the shipment of your order and September 30th for your requested return. 

  With this being said; even though the ***** Pillows were not a good fit for you, we want all our customers to leave with a pleasant experience! Therefore, as a one-time courtesy I have gone ahead and processed your refund in full for your purchase in the amount of $189.21. Please donate, gift, or dispose of your ***** Pillows at your earliest opportunity. 

  If you have any additional questions or concerns regarding this, please do not hesitate to reach out or contact me directly at ********************** and I'll be happy to help!

  Thank you,
  Taylor
  Layla Sleep

  

  Business response

  11/06/2023

  Hello ******,

  I appreciate your response regarding your inquiries associated with your Layla ***** Pillows. I completely understand and I'm very sorry for the frustration regarding your communication with our team. After further review, unfortunately, I do not see your communication from August 24th.The communication that I do see taking place was from August 11th regarding the shipment of your order and September 30th for your requested return. 

  With this being said; even though the ***** Pillows were not a good fit for you, we want all our customers to leave with a pleasant experience! Therefore, as a one-time courtesy I have gone ahead and processed your refund in full for your purchase in the amount of $189.21. Please donate, gift, or dispose of your ***** Pillows at your earliest opportunity. 

  If you have any additional questions or concerns regarding this, please do not hesitate to reach out or contact me directly at ********************** and I'll be happy to help!

  Thank you,
  Taylor
  Layla Sleep

  Customer response

  11/07/2023

  
  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,
  
  ****** ******

  Customer response

  11/07/2023

  
  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

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June of 2020 my wife and I ordered a queen sized Layla hybrid mattress. When we got the mattress we started using it on the soft side and we were surprised how much we loved it! About 18 months into using the mattress we both started to be in pain when waking up in the morning. We could tell the mattress was not as supportive as it used to be. We were able to flip the mattress to its firm side and we started to enjoy the mattress again. About a year after that point we again started waking up in pain. We tried rotating the mattress but nothing helped for very long. We are both small adults and we are incredibly disappointed that the Layla hybrid mattress only lasted us three years. There’s no noticeable sagging, but it is obvious when you lay on the mattress that the support that was there is no longer present. Their website states “Love it or your money back. Period. No hassles, no return fees. If you are not getting the best sleep of your life, we will refund 100% of every penny you paid.” I submitted a warranty request on September 11th, 2023 and was told I would hear from a representative within three business days. It has been over a week and still no one has reached out to me. I am requesting my full refund as stated on Layla’s website or simply a replacement mattress in hopes that I received a defective product.

  

  Business response

  09/21/2023

  Hello *****,

  Thank you for reaching out and submitting your feedback regarding your Layla Hybrid Mattress. I'm very sorry to hear about the discomfort you are currently experiencing and I'm happy to try to help resolve this. I do see that you submitted a warranty claim on 09/11 with a few pictures. I sent you a response, also on 09/11, requesting additional details and photos to proceed further with your claim. It seems you may have not seen my response, so please be sure to check your spam folder. Once this information is received, I will immediately review to see if the claim can be approved for a warranty replacement.

  Regarding the "Love it or your money back guarantee" you located on the website, this pertains to the 120-night trial period. At this time, with your mattress being purchased in 2020, it is past the 120-night trial period and no longer eligible for a refund.

  Please rest assured, your Layla Hybrid Mattress comes with a 10-year warranty for sagging (more than 1”), loss of shape, splitting or cracking of the foam, and loss of mattress height and we are happy to help should any of these concerns occur.

  If you cannot find my response back from 9/11, please do not hesitate to reach back out to me directly at [email protected] and we will continue working on the warranty claim.
  

  Thank you,
  Taylor
  Layla Sleep

  Customer response

  09/27/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  

  My wife and I are still experiencing a lot of back pain due to the defective product. I have requested a replacement of the mattress during our email exchanges and have yet to hear your response. Your website still states “If you are not getting the best sleep of your life, we will refund you 100% of every penny you paid.” It states this without condition or reference to a specific period of time. If you cannot offer an exchange then we would like a refund because we are far from experiencing the best sleep of our lives. 

  
  Sincerely,
  
  ***** *******

  

  Business response

  09/29/2023

  Hello *****,

  Thank you for your follow-up to our response regarding your recent feedback. I have responded to our most recent communication today regarding the next steps to proceed with your mattress replacement. If you have any questions or concerns regarding this, please do not hesitate to ask.
  
  Thank you,

  Taylor
  Layla Sleep

  Customer response

  10/02/2023

  
  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

  07/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a dog bed and the lower base cover has shrunk even though I have followed the washing instructions. Upon requesting a new one(to purchase) I was told to throw out the existing and spend nearly $200 on a new one.

  

  Business response

  07/11/2023

  Hello ******,

  Thank you for submitting your feedback regarding your recent concerns with your Layla pet bed cover; I'm sorry for the experience you received when contacting our team. I'm happy to help resolve this for you!

  As a one-time courtesy, I'm happy to have a replacement medium-size pet bed cover shipped to you at no cost. In order to proceed, please confirm your shipping address and I will have this sent out immediately. If you have any further questions or concerns, do not hesitate to contact me directly at *********************.

  Thank you,

  Taylor

  Layla Sleep

  Customer response

  07/12/2023

  
  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

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Layla sold us a bed and guaranteed the best sleep we've ever had. the mattresses started to feel droopy about 2 years after we started sleeping on them. They gave us a lifetime warranty when we bought them. once we started feeling this inconsistency underneath our bodies, we contacted them. Layla said they were sorry and agreed to replace one of the two mattresses. Then they asked if we could provide pictures, they would fulfill our valid warranty. after giving them pictures they wanted more and even more pictures. then they wanted pictures with gym weights on the bed. Then they wanted pictures of string held along the bed. not only do we not have gym weights. Such inanimate objects cannot articulate the feelings of sinking and inconsistency beneath us. We filed a complaint with the company, but they just keep giving us the run around and sending surveys about their customer service that they don't reply to. We believe that this company is potentially practicing unsavory business ethics. We spent thousands of dollars on these beds and even though they should honor the lifetime warranty, we're going to have to just throw them away.

  

  Business response

  06/29/2023

  Hello ****,

  Thank you for submitting your feedback in regard to your recent warranty claim experience for your Memory Foam Mattresses. I'm very sorry for your frustration with our warranty process. I'm happy to ensure this is taken care of for you promptly. I have requested that two one-time courtesy replacement Twin XL Memory Foam Mattresses be shipped to your home immediately and within the next 24 hours, you will receive a confirmation email with your replacement order details. Once again, I'm sorry for the frustration behind this; if I can be of any further assistance at any time, please do not hesitate to contact me directly.
  

  Thank you,

  Taylor
  Layla Sleep

  Customer response

  06/29/2023

  
  Complaint: ********
  
  I am rejecting this response because: Upon thought and discussion with my wife, I would rather not potentially be faced with the same problem in the future, rather I would prefer to get a spring filled King hybrid and be willing to pay the difference of cost please. 
  
  Sincerely,
  
  **** ****

  

  Business response

  07/07/2023

  Hello ****,

  Thank you for your response regarding your request to upgrade to the Hybrid Mattresses rather than the Memory Foam. I'm happy to have an invoice sent over to you for the cost difference and have the delivered Memory Foam Mattresses collected from your home. I have sent you a separate communication to your email, **************** to proceed further. If you have any questions or concerns, please do not hesitate to respond back to me directly. 

  Thank you,

  Taylor
  Layla Sleep

  Customer response

  07/12/2023

  Complaint: ********
  
  I am rejecting this response because:
  that is a bit out of our price range. We could only afford three hundred something right now. so, i guess we'll just keep what we have. thanks.
  Sincerely,
  
  **** ****

  

  Business response

  07/17/2023

  Hello ****,

  Thank you for your response. I am communicating with you separately to have your King Hybrid Mattress delivered to your home. If you have any further questions or concerns, please do not hesitate to respond directly to my communication. 

  Thank you,

  Taylor
  Layla Sleep

  Customer response

  07/24/2023

  
  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

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the mattress on 11/25/2022. I received the mattress on 12/3/2022. I attempted to return the mattress on 4/10/2023. I was told I missed the cut off which was 4/2/2023. I paid $1899.00 for the mattress. The mattress was not slept on daily and therefore it took some time to discover how poorly made the mattress is. When I contacted them about the mattress they suggested I flip the mattress or change pillows. I explained that I had already tried these things and even tried rotations the mattress. This is my mistake. Rather than try and problem solve the mattress I should have initiated the return sooner. This trial and error of adjustments wasted time and I ended up initiating a return 8 days after the cut off. Reasons for initiating the return was the edges drooped, there were indentations where my husband and I slept and a rise was left in the center of the mattress. Also there is a great deal of movement when one of us rolls over or gets in/out of bed. Enough to wake the other person. Layla has been unwilling to work with us other than offering a foam topper. More foam will not help this foam mattress. They haven’t offered any other solutions or partial refund. When I miss the cutoff by just a few days, you would think they could offer some reasonable solution or partial refund. In the future I will make purchases through Costco, who values their customers and is willing to work with them to come to a reasonable solution. The all or nothing cut off date of Layla suggests they know exactly how long their foam will hold up. And the ability to flip the mattress just delays the customer’s ability to realize how inferior their product is. 8 days! I missed their cut off by 8 days! And with Layla it is apparently all or nothing.

  

  Business response

  04/25/2023

  After reviewing the communication this customer had with our team, we were able to assist on April 16th and resolve to the satisfaction on the complainant.
  If there is anything else that we can help with moving forward, please contact us at ********************** and request to speak with our Customer Experience Supervisor, Taylor C****. We're happy to help.
  Thank you!

*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. ↩