Puffy Reviews 137

Bed did not hold up. I am replacing after 6 years

Thanks to everyone at Puffy... It's nice when online delivery is arranged and the timeframe is actually accurate. The delivery team was polite and friendly when they brought my mattress.
The mattress was well wrapped and compressed in the box, just wish all mattresses came this compact for easier handling. The online ordering process was a breeze - way simpler than going to stores. Setup was quick once I got it to my bedroom.
Thanks to all involved at Puffy for making this so straightforward.

I purchased a Puffy mattress on October 1, 2023, after reading dozens of glowing reviews — especially from side sleepers like me. I made the investment in good faith, choosing their most luxurious and softest model, and spending over $4,000 to ensure the best possible sleep. I was drawn to the brand’s reputation for quality, alignment support, and customer satisfaction.

What followed was six months of increasing and unexplained hip pain. I sought chiropractic care, began a stretch therapy regimen, and tried everything I could think of to relieve the discomfort. Nothing worked — until I traveled out of state. On a trip to Texas, my pain vanished entirely. It happened again while visiting family in Arkansas. That’s when I realized: the one constant that triggered the pain was sleeping on my Puffy mattress.

To be sure, I conducted a test at home — three nights in my guest room on a Beautyrest Black mattress — and the pain disappeared again. Returning to my Puffy mattress brought the pain right back. The conclusion was clear: the mattress was too soft for my body type, particularly in the hips, and lacked the support I needed despite being marketed as ideal for side sleepers.

I reached out to Puffy, hoping they might offer a solution. I wasn’t expecting a full refund, but I hoped for a credit toward a firmer model or any gesture of meaningful support. I shared the full context: months of medical treatment, travel-based testing, and clear evidence of harm. Despite all this, I was told I was past the 101-night trial period and the only thing they could offer was a mattress topper — which, frankly, undermines the entire point of purchasing a $4,000 mattress with built-in luxury layers.

While the customer service tone was polite, the resolution was rigid and dismissive. I’m now stuck with a mattress I can’t sleep on and a physical issue it helped create.

If you’re considering Puffy, I strongly urge you to be cautious — especially if your body type requires firmer hip support. And know that once the 101-night trial ends, Puffy’s policy leaves no room for flexibility, even when health is affected. For a brand positioned around care and comfort, that’s a painful disappointment.

Update: I see that puffy has replied here asking me to contact support. Please note that I contacted support five times already to no avail stated in my review above. I have spoken with Cesar, Jon, Jonas and Taylor. All were polite and either unable or unwilling to compromise.

We have 2 Puffy mattresses, the best on the market! We love all of our Puffy products. We have 2 mattresses (Cloud and Royal), pillows, and protectors. I'm honestly shocked by any negative reviews. Zero smell when ours arrived. As long as it isn't that awful chemical smell, a little new product scent doesn't bother me. So many of our friends also have Puffy mattresses and we've never heard anything bad. That's why we got the first one. My husband has back issues from an old injury and now when we travel he realizes how bad hotel beds are compared to our Puffy. The memory foam contours perfectly without that sinking feeling. We can't say enough good things about our Puffy mattresses and will never buy another brand.

We are very satisfied with our purchase. The mattress is exactly what we had hoped for. Have been sleeping very well for the last month. Zero complaints other than the edges could be a bit stiffer but nothing that's a problem. The cooling technology works better than expected and we both wake up without any aches. Definitely worth the investment for quality sleep.

We are very satisfied with our Puffy mattress.
We hadn't heard of Puffy when we started mattress shopping, but found them highly rated on multiple review sites. We were impressed with their product quality and decided to order. Delivery arrived ahead of schedule and setup was quick and easy. The mattress exceeded expectations so we ordered their protector too. When I had trouble fitting it, customer service responded within hours and immediately sent a replacement. The new one fits perfectly! Amazing products and responsive service!

First few days this mattress was ok we have only had it less that a month and there is low spots and lumps. It is like I am sleeping in a hole. With a bump on the side of me. You can’t sit on the side without sliding off. When you get the mattress you get this card that tells you that this is normal in these mattresses. Don’t you think this info should be given in all that good info you received while they are trying to sell you. Then all that bragging about there guarantee. Except it is manufacturers choice to repair or replace why would I want a repair or replacement. I want my money back. Plus I have to pay shipping. Be very careful when buying this mattress I wish I could attach the card be sure to ask for it before you buy it

I had done quite a bit of research into finding a quality mattress that wouldn't cost a fortune. Puffy seemed to check all the boxes for me. After unpacking, I let it expand for about 48 hours as suggested. There was a slight new mattress smell but nothing overwhelming. The patience paid off though. I'm usually a restless sleeper but this mattress provides amazing pressure relief. Honestly one of my best online purchases, and the 101-night trial made it risk-free.

I will be honest it took time and nerves to find mattress as all around ads and ads, so I just found real customer reviews. Ordered the mattress a few months ago - the best thing is mattress box as I am moving every year so it's really easy to move and collect. Love how it's getting better giving the best sleep. Thanks love it will use.

Horrible, Rude customer service. Wouldn’t give me solid info on why my mattress was well over a week late and when it would arrive. Two different associates (Adrian and Jonah) both accused me of lying. After agreeing to wait a couple more days they cancelled the order when it was finally within an hour of my home. See you next Tuesday, Puffy!

I would give them a half star or less however one star is the lowest allowed.

A few years ago I purchased a puffy bed which is not cheap or at least the one I picked out.

After 2 years roughly it began to sag a lot and has continued to become worse. I am not an overly heavy man roughly 200lb. I now sink down to about 3/4 of the way down, I made contact with them earlier this year and they seemed to have an attitude the entire time. I showed them the sagging and their response was I am forcing the sag/dip in the photos 📸.

Their fix was to send a foam top which gave no support being the bottom 'the mattress ' has broke down. I contacted them again with the same replies as before I'm pressing down to make the bed sag.

I would guess their plan in most cases is to argue for the life span of the bed which is 7-10years. Then they'll say the bed is past it's lifespan and the warranty is no longer valid.

While others had trouble getting a hold of customer service, I did not have that same experience. In fact, I spoke with 3 different customer service people including a "supervisor".

The first one was incredibly rude and evasive, along with lying to me twice regarding never having a warranty claim filed for a Monarch (retailer told us about 3 different warranty claims in his store alone) and not being able to tell me the thickness of the wool layer (a fact that is easily found on the product page).

The second was really nice but ended up explaining their warranty process inaccurately. When I explained we had just gone through a major issue with another manufacturer (their wool pillow top compressing to such an extent that there was an over 1.2" dip on both mine and my wife's sides after only 8 months of normal use) and them telling me they refused to do anything about it, he took a look at two of the photos I had sent the other company and said "that's obvious and we would absolutely replace the mattress". Well, when I asked for something in writing before spending almost $4k on their mattress, I received a call from the supervisor.

The supervisor basically told me he will need to do additional training with that rep because they too would not stand behind the product after the 101 night trial unless there was at least an 1.5" divot.

Then I asked about the Royal and to know thepound density of the memory foam being used, this supervisor said he would have to do some research and call me back. When he did (about an hour later) he told me he couldn't reveal that information because it was proprietary. That's laughable because other manufacturer's boast about the quality of what they use in their mattresses.

I come to find out that they are paying for reviews, offering credits for good reviews, have disabled Google reviews, and then I read all the horrible reviews here.

Needless to say we will not be purchasing from this company and I suggest others find a mattress elsewhere.

Buyer beware! We bought our Puffy Luxe King mattress in spring 2020 right before Covid. We absolutely LOVED the mattress and would look forward to sleeping on it. It was very soft and really did feel like sleeping on a cloud. The only complaint we had was the initial smell of it and how heavy it was, both were short term problems.

Then 4.5 years later it started deflating, I can't think of a better way to describe it.
The mattress is now so uncomfortable we can't lay on it for more than an hour without back pain. The Puffy website offers a "lifetime warranty" however they have rejected our claim and it looks like we're going to have to buy something else.

If you want a luxury short term mattress, I would recommend a Puffy! Very comfortable but do not expect durability. If you want a mattress to last the expected lifespan of 6-8 years with some high quality mattresses lasting up to 15 years (this definition of a mattress' age is from Puffy's website) I recommend looking elsewhere.

Huge recruitment tests only to send an automated refusal message.

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..

I’m a Puffy mattress owner, have 2 already. In the process of buying a third and the process has been awful. I was notified I should have within the week, but never received tracking info. Called CS twice, each time they said they would call or email me with the info. Nothing. Called today, the rep said delivery dept was open yet he’d call back. Nothing. Called again and the rep said the mattress is on back order. Meanwhile, I got rid of my mattress as I expected delivery and no one indicated there was a manufacturing delay. I got a manager on the phone he offered me $75 credit on a $1200 masters and I’m sleeping on the floor on an air mattress! But more importantly, still can’t guarantee when I’m going to receive it.

I u Serrano delays occur, but no one was upfront with me each of the times I called in.

This may be my last Puffy!

The Puffy Company has a generous return policy ONLY if you buy directly from them online. I wanted to lie on the bed before purchase, so we sampled in store and bought from a retail store thinking they would follow the company policy. After sleeping on it one night, my back was killing me. I’ve never had back trouble before!!!

The individual store WOULD NOT honor Puffy policy. I called the company and was told the return policy is left up to the retailer and the company return policy ONLY works for online sales. I am out the cost of two twin XL mattresses!

Company lies about the lifetime warranties AND the height of their mattresses! My mattress pad legit started to fall apart at 2 1/2 years and they denied my claim after I’ve used it very gently! Very unsettling. The emails I got were very rude and essentially flat out no for a legit claim. Horrible company. Also you can’t write reviews on their website unless you purchase and they send you a link and then you can’t edit your review and they give you a $350 coupon to write review so it’s a scam!
Measure your mattress! Mine said it would expand a 14 inches and it only expanded to 11 instead of letting me return it back they sent me a complementary mattress pad for essentially lying.

Ordered a mattress on the 11th of March and it is now the 26th of March and the mattress has still not arrived.
Numerous calls and emails and still no mattress!

Re: Re: Big rewards from Puffy ✨
I still have not received the code for the free pillow this will be the second time this has happened. I did what I was supposed to do review the product, send a screenshot of the review, now I'm waiting for a unique code that I have never received is this how your company do business? Again as I said this is the second time but I will make the Post online with Google trustpilot and others so that people will know not to do the review for a free pillow. Apparently the practice is to get the reviews but not send the product. How very very sad.