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:06/28/2025

  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 am filing this complaint against Malouf due to a defective product and a complete lack of response from their customer service team.
  
  I purchased a bed from Malouf, and within just a few days of delivery, the bed stopped working. Since then, I have made multiple attempts to contact Malouf’s customer service department to resolve the issue. Despite calling and submitting inquiries through their online contact forms, I have received no meaningful response or assistance.
  
  The lack of support is unacceptable, especially for a product of this cost and from a company that promotes itself as customer-focused. I am left with a non-functioning bed and no indication that Malouf is willing to take responsibility or offer a solution.
  
  I am seeking a resolution in the form of a replacement bed or a full refund. I would appreciate BBB’s help in encouraging Malouf to address this matter promptly and professionally.
  
  Thank you for your assistance.

  Business Response

  Date: 06/30/2025

  We have only received one email from this customer. We will begin working with them through our own channels. 
  
  Best, 
  Malouf Team
  
  

• Initial Complaint

  Date:06/03/2025

  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 bought a pillow from company last year it came apart, tried to exchange this them this year at same show was told couldnt exchange was given a phone number called 5 times left a message NO ONE EVER called me back.

  Business Response

  Date: 06/04/2025

  We don't offer returns or exchanges on products that were purchased a year ago. If there is an issue with the pillow, there is a warranty that we offer and we would be happy to assist them with a claim on the pillow.
  
  We will work with this customer through our own channels as we handle all claims over email.
  
  Best,
  Lucid Team

• Initial Complaint

  Date:11/13/2024

  Type:Product 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 purchased a pillow online. contacted customer service because it was taking a long time to arrive. Took 3 attempts to reach customer service. The pillow is not giving me the relief that I sought, so I have asked for a refund (within the 30 days). Again I have tried 3 times, with no response from customer service.

  Business Response

  Date: 11/13/2024

  We have received 3 emails from this customer and had a chance to respond only once before. We just received their return request 3 business days ago. We will work with them on getting their item returned and refunded.

   

   

  Malouf

• Initial Complaint

  Date:06/06/2024

  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.

  I wrote a negative review for the sheet bundle that I purchased from them on their website. They deleted the review! You cannot trust the reviews on their website because they only keep the positive reviews and delete the negative reviews.

  Business Response

  Date: 06/07/2024

  We encourage our users to leave product reviews. However, we may remove a customer  review if it contains false information, violates our terms and conditions, is not referencing the product they are  reviewing, or is defamatory or malicious.
  
  With that said, we would not have deleted the customer's review, but it could have been removed due to the information provided above. 
  
  Thank you,
  Malouf Team

• Initial Complaint

  Date:05/06/2024

  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.

  I requested a refund for a replacement adjustable bed remote control from MALOUF Home in May3, 2024. It was ordered on their website, and delivered April 27, 2024. I contacted their online customer service (Support Ticket #******** about a refund, which they refused to initiate. My online order # was CIR25979040. The FedX tracking number was ************. Concerning returns, their website states all returns other than mattresses, adjustable bases, and sleep bundles must have been purchased online through their site and be unopened and unused. My remote qualifies in each mandate. I bought my bed at Mattress Firm in ************, **, but had to purchase the replacement remote via MALOUF Home online. They sell most of their products cts in stores across *******, which is why they dont provide a company address on their website. I paid $112 for the remote, and feel a refund on s more than warranted. They give a customer service number **************, which I only found after much research this morning. Customers are forced to communicate online only. Please advise should you require further information. Thank you SO MUCH in advance for your assistance.

  Business Response

  Date: 05/07/2024

  We have been assisting this customer consistently since 4/21/24. Our return policy is specific to products displayed on our website and does not apply to replacement parts. We have sent two new remotes that need to be paired individually which we have explained to the customer. We previously offered a phone call for troubleshooting, which had been rejected. Subsequently, we provided instructions on how to pair the remotes on their own. We are more than happy to assist this customer in getting their new remotes working. 
  
  Thank you,
  Lucid Team
  
  

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21666103
  
  I am rejecting this response because:
  I never received TWO remotes from MALOUF, as they falsely stated. Much of the communication to which they refer involved how to purchase the remote. They make it sound like they have bent over backwards to solve this return. Their business does nothing t state anywhere on line that replacement parts are no t refundable. I am a 71 year old Senior Citizen on a fixed income. Had I known in advance this was their policy, I NEVER would have ordered it. I also have not found any dialogue concerning discussing this problem . I still want my $112 refund, and feel it is a fair resolution. I fail to understand why this company would rather lose future customers and business rather than rectify this matter. 

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

  Business Response

  Date: 05/08/2024

  The customer initially contacted us on 4/21 regarding missing remotes. As the remotes were lost, the customer proceeded to purchase new ones, as this is not a covered item under warranty. The ***** tracking information confirms that the replacement remotes were delivered on 4/27. The customer stated to us that they contacted the store where they purchased the base to have them try to pair the remotes. However, that did not work, so we offered to troubleshoot our product over the phone, which was denied.
  
  We are happy to help them with a return if we are first able to troubleshoot the issue with them over the phone to determine if the remotes are defective.
  
  Thank you, 
  Malouf Team

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21666103
  
  I am rejecting this response because: The tracking number is NOT proof 2 remotes were sent. I already had an expert come and try to pair the bed with the defective remote MALOUF sent, which obviously did not work. I do not feel a phone call will correct this problem just because it was takes place. If respectfully request the simple solution of a $112 refund.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/29/2024

  Type:Delivery 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 ordered a Shoulder CarbonCool LT + OmniPhase Pillow and a CarbonCool LT + OmniPhase Pillow. Instead, I was sent a Soft Knit Microfiber Queen sheet set, and a Sleep Tite Mattress Topper. This was for order #*********. Not only did they send the wrong products, but they sent an email indicating I was paying for another person's order i.e. #********.
  
  Now, if I could have picked up the phone, or even chatting with someone online, this could have likely been resolved quickly, but this company offers NO customer support options other than an email, and when you send that, they pretty much state they are overwhelmed and will get back to you whenever they feel like it.
  
  "Due to a high volume of customer requests, a response may take longer than usual on your ticket. We respond to each of our customer requests exclusively through email in the order that we receive them, and we will get back to you as soon as we can. We thank you for your patience. "
  
  This is not a way to do business. AVOID THIS COMPANY.

  Business Response

  Date: 03/01/2024

  We do respond to customers in the order that their messages are received and it is typically within 3 business days. We heard from this customer on 2/29/2024 regarding the misshipment of the product. We responded to this customer on 3/1/2024 which is well within our response time. This is was resolved as the correct item has been shipped to them. 
  
  Thank you,
  Malouf Team 

  Customer Answer

  Date: 03/01/2024

  
  
  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. I am understanding that mistakes are made and a quick phone call would have likely gotten this resolved. Unfortunately, when no phone support is available, and no online chat is available, and the company gives a warning in red text that it will likely take longer than 3 business days to get back to you via email, that is not a recipe for customer patience. Would it have been as quick of a response if I had not filed this complaint? Anyway, a new order has been shipped out and hopefully it contains the correct items this time.
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:10/19/2023

  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 bought a very expensive mattress and also bought a mattress cover that is "guaranteed" - the guarantee will cover replacement of the cover itself if it fails, and even the mattress if it becomes damaged as a result of their inferior product failing. SHOCKINGLY, this company is refusing to stand behind their claims. Buyer beware, they will only replace your mattress if the stain is in the exact middle of the mattress - so if you sleep on the side of the mattress and something happens the claim will be "It appears the leak occured on the edge of the protector. Please note that this protector is a top-only protector, so leaks that occur on the edge can soak through to the mattress."Yet the leak did not happen on the side, but it did spread to the side. They also made this determination from a photo I took - no actual human inspection occurred.They did offer to send a replacement, and a mattress cleaning kit. Completely dissatisfied and disappointed in their refusal to honor their claims.

  Business Response

  Date: 10/24/2023

  This customer purchased a top only protector which only protects against leaks that occur on the top of the mattress. In this instance, this spill happened on the edge of the mattress protector, not just the edge of the mattress. Combined with the weight of a person being in the bed, this cause the liquid to pool in towards the middle of the mattress. We understand that these situations can be frustrating which is why we went above and beyond what our warranty covers by sending out an upgraded protector and provided a cleaning kit to help clean their mattress. The customer's mattress protector did not fail, it worked as top only protector should. 

  Thank you,

  Malouf Team

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20751650
  
  I am rejecting this response because the spill did not happen on the side, or the edge, of the mattress as Malouf claims. Regarding the comment about a person lying in the bed causing the spill to then travel to the middle of the mattress - There was no person lying on the bed when the spill happened. This company produces and markets an inferior mattress cover and will not stand behind their claims.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/29/2023

  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.

  Ordered Mattress only from Kendalls Furniture on 7/6/21, it was delivered in Sept 2021 via truck in a wrapped box. It was placed on a foundation immediately. It was purchased for our 93 yr old mother, recently in the past couple months she has been suffering with major back pain and can barely walk due to the sagging and indentation in the mattress where she lays down. I submitted a warranty claim a few weeks back and they required pictures, invoices, tags, measurements etc. Everytime we sent something they wanted more and then contradicted themselves with information that they said on how to measure and then said no they didnt mean that. In the meantime, i am getting nowhere and my mother is still suffering trying to sleep everynight in pain. they will not take phone calls and barely return emails, i requested an inhome visit to inspect the mattress and they said, they do NOT do that. I contacted the Sales Representative for the company and he has been absolutely no help at all. This company is taking advantage of the elderly and we need to get this resolved asap!!

  Business Response

  Date: 10/02/2023

  We are happy to work with this customer further through our own channels to resolve their claim. 

  Thank you,

  Malouf Team

  Customer Answer

  Date: 10/02/2023

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

                              We have already received several emails denying the warranty claim. I need someone to call me to discuss further.  
  
  
  
  Sincerely,
  
  
  
  ****** *******

  ###-###-####

  Business Response

  Date: 10/09/2023

  We are happy to assist this customer through our own channels to resolve this issue by email. We can be contacted at *******************.
  

  Thank you, 

  Malouf Team

• Initial Complaint

  Date:08/17/2023

  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 have tried to contact Malouf by phone and was unsuccessful. I purchased a Wellsville 14" Gel Hybrid mattress, Malouf IceTech 5 Sided Waterproof mattress protector, Malouf S655 Base, and Malouf Sheets. My order was delivered to me by Mattress Doctor in ************, ** in July 2021. My dog had an accident in my bed and the mattress protector did not do its job and based on other complaints im reading on the BBB website i see these protectors do not work as advertised as i see multiple other people with the exact same problem. Because of this failure i need malouf to replace the mattress and the protector with a protector that works as they advertise. I would like a manager to call me to make these arrangements.

  Business Response

  Date: 08/18/2023

  We currently handle all claims and questions over email, at this time we have only received one recent email from this customer on 8/17/2023 in regards to an issue with their purchase. We will assist this customer through our own channels to resolve their issue. 

  Thank you,

  Malouf Team

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20484794
  
  I am rejecting this response because:  This company has not reached out to me and they are impossible to reach by phone. I want a manager to call me regarding this issue.  I have bought multiple products from this company and would like the respect of a phone call from a manager. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/22/2023

  We have contacted this customer and will continue to assist them through our own channels.

  Thank you,

  Malouf Team

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20484794
  
  I am rejecting this response because: I have requested multiple times for this company to call me and they have NOT attempted to call one time!  DO NOT CLOSE THE **** THIS IS NOT RESOLVED! 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/24/2023

  We currently handle all communication over email. We have sent an email to this customer on 8/21/23 and have yet to hear back with them with the information that has been requested to continue with their claim. We are happy to continue helping this customer once they have gotten back to us. 

  Thank you,

  Malouf Team

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20484794
  
  I am rejecting this response because: I want a manager to CALL me to discuss this matter.. I have spent many thousands $ of dollars with this company and they need to have enough respect to pick up the phone and call a customer. please have a MANAGER call me.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 08/24/2023

  The business has made zero attempts to contact me via phone to discuss this matter.  I have requested multiple times to have the business call me as email is not acceptable. 

  Business Response

  Date: 08/28/2023

  We currently handle all communication over email. We have responded to the email sent to us and are happy to assist the customer further with the information that we have requested to continue with their claim. 
  
  Thank you,
  
  Malouf Team

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20484794
  
  I am rejecting this response because: I didn't purchase my products by email and I want someone at this company that took thousands of dollars of my money to have 1 shred of respect and pickup the phone. I WANT A PHONE CALL TO RESOLVE THE ISSUE!  This company is so sad and i will never recommend them or any of the products to anyone ever again! Its insane that they will keep responding to these messages but REFUSE to pickup the phone and call a customer!  HORRIBE SERVICE!!  AVOID THIS COMPANY AT ALL COST!!  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/01/2023

  Type:Product 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 purchased our Intellibed set with an S750 Malouf adjustable Frame on 9/1/20.We are content with the mattress itself, no problems with that.We were told that any bed frame would work with the Malouf adjustable base. We received our bed and thought there would be no problems.We started experiencing issues with the adjustable base but thought it was our bed frame.Each time we would adjust the bed, the mattress would move away from the wall a few inches each time.We thought the bed frame was at fault and my husband tried reinforcing the frame in various ways with screws after some time had passed as we did not know what was going on. Ultimately, the bed frame broke and we got rid of it. We figured we could now use it without the bed frame still but by then we did not adjust the bed much anymore because we had decided to move. We moved in 2022 and to our dismay the mattress still did the same thing. I reached out and was told I needed to complain to Malouf. We were unable to reach the company by phone but sent email. I provided videos of bed moving away from the wall. We were sent a device to hold the mattress in place on the adjustable base but the device is not tall enough to hold the mattress from doing the same thing. I'm flustered at this point as we can't adjust the bed without it moving away from wall and then having to push mattress back to wall. The mattress is very heavy and I have various injuries where I always require help from my husband. Yet it gets old to continually have to do this.

  Business Response

  Date: 08/03/2023

  We have been assisting this customer with their issue. However, we have not heard back from this customer since our last correspondence with them back on 5/24/2023. We are happy to assist further if the customer gets back to us at ********************************* or responding to the last email correspondence that we have had with them.

  Thank you,

  Malouf Team

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20409650
  
  I am rejecting this response because:
  The company last suggestion was to purchase a new mattress from them.  We already have a mattress we purchased and expensive at that. 
  The adjustable base is at question.

   

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

  Customer Answer

  Date: 08/04/2023

  Yes the adjustable base has a long warranty.

  Business Response

  Date: 08/08/2023

  We have not heard back from this customer since our last correspondence with them back on 5/24/2023. We are happy to assist further if the customer gets back to us at ********************************* or responding to the last email correspondence that we have had with them.

  
  Thank you,

  
  Malouf Team