PuffyReviews of puffy.com

We have purchased 4 Puffy Mattresses, Pillows and Sheets. We highly recommend Puffy products and their customer service.

Customer service is garbage, but that is for the end of this story / experience. I am a side sleeper and I have never had a mattress turn my limbs completely numb and make my entire spine feel like it has been hit repeatedly by a baseball bat. I only used it 3 nights and each morning I couldn't even sit up on my own power to get out of it because I was in so much pain on top of my arms and legs were numb. I contacted Puffy to return it for a refund they wouldn't begin the process until I had the mattress for 30 days. So I put my old mattress back on the bed and sat the Puffy in the bedroom for the next 27 days. The return process was HORRID. They have a 3rd party contact another 3rd party to come and pick up the mattress, but Puffy wants specific things from the 3rd party 3rd party company like an official letter head with specific mattress information documented on it in order to process the refund. So the day finally came when I could get rid of this 130lb paperweight from my bedroom. It was 2 kids in a pickup truck that took the mattress and claimed they couldn’t generate a reciept right there and I would have to take it up with the first 3rd party company in Georgia. (I live in Indiana). After considerable phone tag I got a hold of someone in the Georgia 3rd party company and they emailed me a generic email claiming they picked up a mattress. I forwarded that to Puffy support email to which an AI generated email states I don't have sufficient evidence / documentation to process the refund. Took a multitude of phone calls to speak to an actual human before they finally processed the refund. DO NOT DO BUSINESS WITH PUFFY.

BUYER BEWARE, Puffy incentivizes these reviews for free product that they retail for around $120. Please consider that is you use the reviews as a means for your decision. This is a prompted review, the company sent the link & everything.

Worst mattress I've ever bought, honestly just avoid it. Looked great online but started sagging within weeks and now I wake up with back pain most mornings. Not worth the money, and customer service was no help. Save yourself the bad sleep and shop elsewhere.

I looked this up online I asked what is the number one rated mattress and so stupid listening to the internet forgetting as a marketing expert that people pay for everything. I ordered this mattress for my guest room after my son moved out and I tried to sleep on it a few nights it was tough at first but then it got comfortable within 3 days I noticed because it was queen size that the side I was sleeping on was already indented 3 days. Besides which was an upgrade and was supposed to come with two pillows and two eye masks. The company doesn't tell you that the pillows are flattened and sucked into the bottom of the mattress and I don't even know where the eye masks were supposed to be found. We let the mattress inflate as well as the pills which were fine they're not the most comfortable they're like any other pillow that's new on the market you think it's great it's not but the eye masks didn't come with the product. I texted the company and said oh I was supposed to get eye masks. For the next several days I got emails from upper people in the company as though I was trying to cheat and steal this company out of millions of dollars your eye masks were put in there I said well they weren't here when they came I looked in every piece of packaging before I dispose of anything there's nothing here. The next email said we're going to start an inquiry into what happened to them. Okay hold your horses I have a lot going on in my life I don't need an inquiry into eye masks yes I would like them but I know need to be made to feel like I stole something when I overpaid for a low-rated mattress now that I see what's going on in the real world never again I have two more mattresses to buy for other rooms and it will not be from this company.

I've had 2 Puffy mattresses in the last 5-6 years. My 1st puffy cloud is literally a cloud. I bought a 2nd one, another cloud and they definitely changed the formula they use for the mattress because it is not the same. Stiff, does not feel as soft or same grade material. Please bring back the old formula!

After only a few years, our Puffy mattress developed noticeable body indentations that have caused daily back pain for both of us. We reached out to Puffy expecting their much-advertised "lifetime warranty" to cover this — but were told the dips weren't deep enough to qualify, despite the fact that we wake up in pain every single morning. Their only "solutions" were to rotate the mattress 180 degrees and send us a mattress topper. Neither helped. The topper did nothing to address the underlying sagging, and the problem persists. To make matters worse, after this disappointing experience, Puffy's team had the audacity to ask us to leave a 5-star review. That request alone says everything about how this company operates. For context, this mattress was always used on a Puffy base purchased directly from them — so there are no excuses about improper support. What makes this even more frustrating: when I tried to submit an honest review on Puffy's own website, it was never approved or published. It's clear they only allow positive reviews to go live, which is why their on-site ratings look so perfect. Don't be fooled. We spent a significant amount of money on what was marketed as a luxury mattress with lifetime protection. In hindsight, I would have been far better off buying a budget mattress and replacing it every few years — I'd have saved money and avoided years of back pain. We have since switched to a different mattress and finally wake up pain-free. Save yourself the frustration and look elsewhere.

We purchased the Puffy Royal mattress. Within 6 months it started saging badly in the middle. It was so bad we had to replace it and took numerous photos before that clearly showed the mattress bowed in the middle before we removed it. When we contacted Puffy Customer Service we were told we didn't have a claim because we didn't have the specific photo they required even though the defect was obvious in the photos. I would not recommend this mattress to anyone that has any type of back pain as it excellerated my back pain. I am a side sleeper and we are not big people. My husband weighs 164 and I weigh 140. Customer service is terrible. I wish we had purchased a sleep number. What a waste of good money.