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Business Profile

Mattresses

Lucid Mattress

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mattresses.

Complaints

Customer Complaints Summary

  • 70 total complaints in the last 3 years.
  • 26 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/05/2024

    Type:Product Issues
    Status:
    Answered
    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.
     
    Complaint: 22645678

    I am rejecting this response   I want a new motor for the new bed that I GOT ON 11/22/24. sent first email on11/25 I have yet to hear from them or on the other 3.  
    Sincerely,

    ******* *********

    Business Response

    Date: 12/06/2024

    We have not received any emails from this customer, only a missed chat from when we were out of office on 11/25. With that said, we will work with this customer through our own channels to resolve this issue.

    Best,
    Lucid Team

    Customer Answer

    Date: 12/09/2024

     
    Complaint: 22645678

    I am rejecting this response because:

    Sincerely,

    ******* *********

    Customer Answer

    Date: 12/10/2024

    I have not heard anything form Lucid ever So how are they working on my problem? 

    Business Response

    Date: 12/09/2024

    We are working with this customer through our own channels to resolve their issue. 

    Best,

    Lucid Team

    Business Response

    Date: 12/18/2024

    We contacted them on 12/9/2024 with information that is needed to start a claim and have yet to hear back from them with the information that has been requested. We will continue to assist them through our own channels.

    Best,
    Lucid Team

    Customer Answer

    Date: 01/06/2025

    On 1/2/25 got a form letter from lucid saying that they are backed up and they will get to my email ( the one you sent them 1/2/25) in the order that it was received. 
    58days i get a form letter that doesn't address the bedframe that doesn't work 58 days and they still have not addressed the problem. 

    Business Response

    Date: 01/13/2025

    The contact information that we had from this customer was incorrect. Our messages were not going through to them due to the incorrect email. This has since been corrected and our team is working with this customer through our own channels. 

    Best, 
    Lucid Team

  • Initial Complaint

    Date:10/29/2024

    Type:Product Issues
    Status:
    Answered
    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.

     
    Complaint: 22489863

    I am rejecting this response because:

    Poor customer service- people should be treated the same- and business is negligent of their own policy. The claim of "heavily discounted" is irrelevant when  policy supposedly offers a full refund. I find the actions to be of bad faith.

    Sincerely,

    ** ******

    Business Response

    Date: 10/30/2024

    We heard from them on 12/31/2023 but we did respond to them within 3 business days. We encouraged them to try the mattress out for 30 days to allow them to get used to the feel of a new mattress. If they still were unsatisfied, then we would be happy to proceed with the return. They got back to us on 3/07/2024 to initiate that return and we responded that same day with the return options. We provided this customer with three different return options to return their mattress. This customer chose the option to keep the ********************** at a heavily discounted price. The customer did this within our 100 day return window, we have never offered a 180 day return period.

    All the materials used in the construction of our mattresses have been deemed safe by CPSC. However, if this customer is experiencing an issue with their mattress, because they chose the discounted refund option for the return, there is no warranty on this mattress.

    Best,
    Lucid Team

  • Initial Complaint

    Date:10/29/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Lucid mattress warranty when bought at ******* on 5/04/2018 explicitly says 10 year warranty for mattress depressions greater than 1/5 inches in depth. we have all three with depressions close to 3 inches. Attempting to email or chat with Lucid has produced no call back or attempt at communication. Call to their corporate office redirects you to the same email we have already used for communication. We initially found the mattress fairly comfortable but it has developed deficiencies that now make them uncomfortable. A satisfactory resolution of the original warranty of 10 years is a replacement of subject mattresses/

    Business Response

    Date: 10/30/2024

    We  respond to all customer concerns in the order that they are received in. We will work with this customer through our warranty process. 

    Best, 
    Lucid Team

Lucid Mattress is NOT a BBB Accredited Business.

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