Complaints

• Initial Complaint

  11/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a mattress in order to aid in the convalescence of an elderly family member after surgery. Lull's website states many times that you have 365 days to try the mattress and you can return, no questions asked for a full refund. The family member, unfortunately, passed away and I am in the process of trying to return the unopened mattress, I was informed that actually there's a 10% fee to return -- which is in the terms of conditions, the customer service agent clarified. But, it's not listed clearly on the website. Instead, the website is full of claims that there's a no questions asked, 365 day return policy. You have to click a rabbit trail of five links to get to the terms and conditions. Even after I explained the circumstances, the customer service agent tried to sell me on trying the mattress, offering me $1 a night to try it out, and a small discount to keep it. In a time of immense frustration and grief, Lull has only been difficult, and quite frankly, greedy. I cannot recommend them, and I will never do business with them again.

  

  Business response

  11/12/2024

  Hello D***** ********,
  
  My name is A*****, and I’m a team lead with Lull. Thank you for bringing this concern to our attention and for following up with us
  .
  Once again, on behalf of our entire team, please accept our deepest sympathies.
  
  We’d like to apologize that you did not find the returns process as easy as you’d hoped, this was not our intention and I want to assure you that we will be able to finalize your return as you have requested.
  
  We understand that you’re not happy about the 10% processing fee for your return. However, I want to be honest with you again and set your proper expectation that this won’t change our process, policy, or how we administer a return. This processing fee is charged to cover the returns process.
  
  Our returns policy, including our 30 day minimum requirement, is detailed within the terms and conditions that you agreed to when you made your purchase. You can find theses terms at:
  
  ****************
  (“F. Refunds and Returns (“Return Policy”)“).
  

  Our terms page states that “upon return within the 365 night trial window, you will receive a full refund of the applicable amount spent specifically on the Lull Mattress you are returning, less processing fees for shipping and overhead.”
  
  With all of this said and based on what we discussed, we’ll be adhering to our terms of service in this case, which include a 10% processing fee for returns. We understand your preference and apologize if these fees are an inconvenience.
  
  Our number is ###-###-####, and we’re open Monday-Friday from 7:30 a.m. to 4 p.m. PST. Our email address is support@lull.com.
  
  Thank you,
  Lull Sleep Expert team
  

  Customer response

  11/13/2024

  
  
  Complaint: 22515750
  
  I am rejecting this response because:
  

  It took over 7 days to even get them to schedule a pickup and the customer service has poorly conducted themselves in every step of this interaction. Despite being promised that this would be handled on the 11/5 and then again on 11/8, the pick up order wasn't submitted until I called again yesterday. This company has operated in bad faith. 

  
  Regards,
  
  D***** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  12/03/2024

  Hello D***** ********,

  
  We apologize for the inconvenience and for the delay. We did mention that it can take 1-3 business days before you receive the instructions on how to get item back to us. Delays like this can happen sometimes if we didn't receive a confirmation from FedEx for the pickup schedule, but we always make sure that we're keeping an eye on it. With all of this said, we just wanted to let you know that we've completed your return already and processed the refund. You should have received the email by now and the refund will post back to its original payment method in 1-5 business days depending on your financial institution.

  
  Thank you,
  Lull Sleep Expert team

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Lull mattress about 5 years ago, after about a year of ownership the mattress began to sag where we lay down. It got so bad that we both couldn’t sleep and have back pain from the sagging and misalignment of the spine. We contacted lull and were told to take all kinds of pictures which is very difficult to capture. We ended up rotating the mattress and just dealing with it. Well now it has been about 5 years and now both ends of the mattress sag , it’s so bad we can’t even sleep on it anymore without having severe back pain after a night of laying on it. The mattress sags in about 2-3 “ where you lay on it offering no support. I submitted a warranty claim as requested by lull, the first time they said the pictures were at the wrong “angle “ , so I submitted again and they said the pictures were at the wrong distance and I need to post more pictures of the tag. However they only allow you so many pictures , like 4 or 5 if I remember correct , not enough to show what they are requesting. I think they just want to make it a hassle and difficult so people just give up. I don’t know why anyone would go through the trouble of trying to get a mattress warrantied unless it actually had a problem. The mattress was great when we first got it , but now it’s unusable, and Lull refuses to do anything about it. I’ve seen numerous complaints for the same thing on all their social media posts. So it seems like a common issue. It really sucks to deal with bad customer service because I use to recommend this company to all my family and friends, they shouldn’t advertise a lifetime warranty if they aren’t going to honor it and believe their customers when there is a issue.

  

  Business response

  04/18/2024

  
  
  My name is A*****, and I’m a team lead on the sleep expert team with Lull.
  
  Thank you for bringing this concern to our attention and for giving us the opportunity to address your concerns. We called you as promised but were unable to get a hold of you.
  
  We want to assure you that your mattress is backed up by the lifetime warranty. The terms of our warranty can be found plainly on our website at 
  
  **************** . 
  
  We’ve reviewed your previous claim submission and denied it because we did not receive images showing a valid defect. We're looking for an image/s showing the entirety of the mattress with the indentation measurement. We recommend you to re-submit your claim and we would love to help if you need any further assistance. Please do not hesitate to reach back out to us.
  
  We apologize for the inconvenience. We know that this is not your preference but we must obtain images showing a defect before moving forward with a replacement. This will allows us to ensure we land on the right solution.
  
  Our number is ###-###-####, and we’re open Monday-Saturday from 7:30 a.m. to 4 p.m. PST. Our email address is support@lull.com
  
  Thank you,
  Lull Sleep Expert Team

  Customer response

  04/19/2024

  
  
  Complaint: 21574095
  
  I am rejecting this response because: I was contacted in the middle of the day while I was at work and was told I would be called back the next morning which I wasn’t.  Still haven’t been of any help and have been told the same thing by email , submitt the claim again where their portal only allows a few photos. Not enough to show what they want to see. 
  
  Regards,
  
  M****** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  04/22/2024

   

  My name is A*****, and I’m a team lead on the sleep expert team with Lull.
  

  Thanks for your follow up. We apologize that we called you on a bad time, in the middle of your work. However, we did call you again as promised and were unable to get a hold of you. We left a voicemail message.
  

  We just wanted to reiterate and assure you that your mattress is backed up by the lifetime warranty. The terms of our warranty can be found plainly on our website at ****************.
  

  As we mentioned before, we’ve reviewed your previous claim submission and denied it because we did not receive images showing a valid defect. We're still looking for an image/s showing the entirety of the mattress with the indentation measurement. We recommend you to re-submit your claim and even though the claim submission has a 6 image limit, you’re welcome to email us with all images you thinks are relevant. We would love to help if you need any further assistance so please do not hesitate to reach back out to us.
  

  We apologize for the inconvenience. We know that this is not your preference but we must obtain images showing a defect before moving forward with a replacement. This will allows us to ensure we land on the right solution.
  

  Our number is ###-###-####, and we’re open Monday-Saturday from 7:30 a.m. to 4 p.m. PST. Our email address is support@lull.com.
  

  Thank you,

  Lull Sleep Expert Team

  Customer response

  04/22/2024

  
  
  Complaint: 21574095
  
  I am rejecting this response because: not reasonable. 
  
  Regards,
  
  M****** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First, we never received the full warranty information from this company. I bought a guardsman protection plan LIFETIME WARRANTY years ago from Lull furniture. I filed a claim to Guardsman several weeks ago and until now I’m not getting any resolution them. They can't be reached and continues yo waste my time I purchased my lull mattress in November and the left side of the mattress has started to sag. I contacted customer service and they wanted to send out a mattress cover. I don't think that is going to fix the problem. When I sent pictures to Victor he said it looks like the mattress did not expand fully. I make monthly payments and my mattress and it is already defective. There is a 10 year warranty on the mattress imagine what it is going to like in a year or 2. I would like them to stand behind their product and send out a replacement mattress The WORST company I have ever had the displeasure of dealing with. A Complete nightmare. I submitted a claim on in December and have heard NOTHING from this company. I have called numerous times to check the status for updates because they never did via call or email. Every representative I have spoken to (many) have been extremely rude and unhelpful. A representative who works with the processing department was rushing me off the phone, states I received an email from guardsman I was scrolling through my emails to confirm and there was no such email. The only information, if I get information, is from me calling numerous times with NO resolution. Honor the warranty service I bought and fix it

  

  Business response

  03/21/2024

  
  
  My name is J******, and I’m a team lead on the sleep expert team with Lull.
  
  Thanks for your message. We tried reaching out to you via phone and were unable to reach you.
  
  We want to assure you that your mattress is covered by the lifetime warranty that started the day it delivered. The terms of our warranty can be found plainly on our website at Warranty .
  
  It looks like when we last spoke, we had reviewed the warranty claim submission received and denied it because we did not receive any images showing measurements of the mattress. We then advised you to re-submit the warranty claim. We’d love to still help you file a claim if you believe your mattress is defective. Please reach back out to us for us to assist further.
  
  Our number is ###-###-####, and we’re open Monday-Saturday from 7:30 a.m. to 4 p.m. PST. Our email address is support@lull.com
  
  Thank you,
  
  Lull Sleep Expert Team

  Customer response

  03/25/2024

  
  
  Complaint: 21441014
  
  I am rejecting this response because:
  

   I have called them multiple times and I submitted several claims and they are asking for measurements that i dont have the tools for. I have sent pictures of the claims

  I would like them to send the tools/kit or someone to come and assitst witht their requests because I did my part with ALL the pictures I send them
  Regards,
  
  N******* ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  04/02/2024

  
  
  My name is A*****, and I’m a team lead with Lull. Thanks for taking the time to speak with me today.
  
  Thank you for submitting for passing along those images. After review, the images you've sent don't meet the criteria for our warranty process.
  
  We are not able to send you the tools or someone to assist you with your request. We unfortunately don't offer that kind of service. We’d recommend you to seek assistance and borrow tools from someone you know like a family member, friends, or neighbor to help you take your mattress measurement.
  
  If you no longer have your mattress, we can no longer proceed with your claim as we’ll be needing further images showing a defect.
  
  We know that this is not your preference, and we apologize we’re not honoring your request. Please don't hesitate to reach back out to us if you have any questions.
  
  Our number is ###-###-####, and we’re open Monday-Saturday from 7:30 a.m. to 4 p.m. PST. Our email address is support@lull.com.
  
  Thank you,
  Lull Sleep Expert Team

  Customer response

  04/02/2024

  
  
  Complaint: 21441014
  
  I demand immediate attention to the issue with my defective mattress and bed frame It has caused me nothing but trouble, and the lack of response to my claim with pictures is unacceptable.I have spent countless hours on the phone with customer service but to no avail.  I sent emails and spoke with them more than 2 hours on the phone . I paid over $3000 for a product that was pre-damaged and misleading. I am very disappointed with this purchase. The broken bed frame and the defective mattress have caused me back pain, and I refuse to tolerate it any longer.  I demand a refund, and I will take further action if necessary. This issue needs urgent resolution, and it is time for the company to take responsibility for their faulty product. . Please correct this.
  
  N******* ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer response

  04/02/2024

  They haven't has been nothing but trouble. Both the bed frame and the mattress are defective, and I have had a terrible experience since then. Despite submitting a claim with pictures of the defective products, I have not received a response. I have spent countless hours on the phone with customer service. Last week was almost 2 hours on the phone  but to no avail. I paid over $3000 for a product that was pre-damaged and misleading. As a consumer, I refused to pay for something that was supposed to be of good quality but turned out to be a nightmare.  The frame broke in the middle and I never received the right parts. The broken bed frame and the defective mattress have caused me back pain, and I have been suffering from a horrible bed. It is unacceptable that I have not received a satisfactory resolution. I hope that this issue will be resolved soon, and I can finally get the money back that I deserve.

  

  Business response

  04/11/2024

  My name is A*****, and I’m a team lead with Lull. Thanks for your follow up.We understand that you're frustrated we aren't honoring your request for a replacement mattress. Your mattress is backup by our lifetime warranty, and the terms can be found on our website at 
  Warranty
   . The terms note:
  
  In the event of a defect, at our sole discretion, we will repair the defect or replace it with a then current comparable model and size of mattress.
  The images that we received did not provide evidence of a defect, and the warranty claim submitted was denied. Our team asked that you re-submit your claim showing specific measurements we were looking for to show a defect. We have not yet received images showing a defect that is covered by our lifetime warranty. We know that this is not your preference, and we apologize we’re not honoring your request. Please don't hesitate to reach back out to us if you have any questions.

  
  Our number is ###-###-####, and we’re open Monday-Saturday from 7:30 a.m. to 4 p.m. PST. Our email address is support@lull.com

  
  Thank you,
  Lull Sleep Expert Team

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a mattress on-line last weekend Saturday February 17th. My card was declined and I received an email from Lull's stating that would need to contact me before approving the sale. I then walked into a mattress store and purchased another mattress and cancelled Lull's. They never called nor had they delivered the bed. They did not contact me like the email stated so I purchased else where. I spoke with sales agent on Tuesday and confirmed it was cancelled. On February 22, 2024, Fed-ex attempted to deliver. I stopped the worker and told him I had cancelled and followed up with a call today February 23. The sales Rep offered me $250 to just try it out. I stated I had already purchased a mattress and I am no longer interested because I had purchased one. When I declined he stated he would charge me $130 to cancel. I want all my money refunded. $1,330.80

  

  Business response

  02/27/2024

  This is the Lull Sleep Expert Team. We wanted to apologize for the inconvenience you've had regarding the cancellation of your order. We understand you’re looking for us to waive the 10% processing fee associated with your return.

  After review, we’ve determined we’ll be adhering to our terms of service on this matter. Our terms state that a 10% processing fee will be charged once an order has started to ship:
  
  Terms (“F. Refunds and Returns (“Return Policy”)“). “Upon return within the 365 night trial window, you will receive a full refund of the applicable amount spent specifically on the Lull Mattress you are returning, less processing fees for shipping and overhead (“Processing Fees”). Processing Fees are estimated to be 10% of the retail price of your mattress, but may vary based on current market prices and geography.”
  
  We received an email from you that stated “I’ve cancelled this order.” However, no such cancellation request was processed by our team, and we promptly emailed you asking for you to call in to cancel the order. We understand your preference is not to pay these processing fees and apologize for the inconvenience.
  ?
  Thank you for bringing this to our attention. As always, please let us know if you have any additional questions or concerns.
  
  Thanks,
  Lull Sleep Expert Team

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a mattress and the Gaviota bedframe last December (2022) and December 19, 2023, I rolled over and the support legs that hold the bedframe up completely fell out of the bottom and are not fixable no matter how many times I screw them back on. unbeknownst to me, this was happening after the warranty on the frame expired, how convenient. I contacted lull they sent me the warranty claim, I submitted the claim and heard nothing back. I called today to see what was going on and I was told that my warranty expired on December 17, 2023, and they don't issue refunds, replacements, or anything after the warranty expires and my claim was denied. I was told however that I can continue to pay the financing on the broken frame and buy a new frame and it would cost me $30/ month. HOW AWESOME IS THAT!! I am opening another claim and disputing this with Affirm, and i will continue to do so until someone rights their wrongs.

  

  Business response

  02/16/2024

  Hi,

  We're sorry to hear about your Gaviota frame breaking. We understand this has been very frustrating for you, and we want to help. We tried reaching out to assist further, but we were unable to get ahold of you and left a voicemail.

  Your Gaviota frame came with a 1-year warranty that ensured we would replace the product in the event of a verifiable manufacturer defect. Our warranty terms state: "Lull Ventures LLC ("Lull", “We”, “we”, “us”) provide the buyers of our product (“you”) with a limited warranty (“Limited Bed Frame Warranty”) against certain product defects for period of time of one (1) year from the date of your purchase. In the event of a defect, we will repair the defect or replace any Lull Bed Frames with a then current comparable model and size of bed frame."
  
  At this point in time, the warranty period has expired, so we would not be issuing any kind of replacements for this product. With that said, we do still want to help. Please give us a call back at 1-800-301-5845 and ask to speak to a Team Lead.
  
  Thank you,
  Lull Sleep Expert Team
  

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  • Jan 08, 2023 . • 1104$ • Lull committed to provide me a 365 free trial with my mattress, as the day it was delivered, on their website it says "after 365 days, if customer is not satisfied with mattress, they can arrange a free return with 10% restocking fee” • I emailed them Nov.24,2023 about I would like to return the mattress, but no one ever replied me (they confirmed that during my call toay). I called them today 1/22/2024, which is after 365 days, (375 days) the person answered my phone said I have to contact them during the 365 days, (which I did as I mentioned), so now they cannot return anymore, because I did not "called" or "talked" to any of them. I asked her to email me about this whole situation and their decision, she keep saying my email address is not working for them for "some reason", which apparently is not true. I even gave them a substitute address and they still claimed it is not working. • Return the mattress with 10% restocking fee after 365 days trail. • No. They claimed they cannot do anything. • tracking number 39*******715

  

  Business response

  02/05/2024

  We're really sorry to hear that you haven't fallen in love with your Lull mattress and are looking to return. When our customers come to us with concerns about their sleep, we genuinely want to help. We previously let you know that while a return is not something we'd process, we do still wish to get you to better sleep. We offered you our dream layer, a premium product we normally sell for $200, to customize the mattress to your liking. While we understand you don't wish to move forward with this, we want to assure you this is still available should you choose to accept it.

  We understand that you're looking for a refund and that you're stating you reached out to us before your trial expired to initiate a return. We attempted to reply to your "contact us" submission, when we received an error that the email provided was not valid. The error received specifically reads "You tried to send to recipient(s) that have been marked as inactive. Found inactive addresses: yiyippmm@hotmail.com. Inactive recipients are ones that have generated a hard bounce, a spam complaint, or a manual suppression." The "contact us" submission was received 11/24/2023, but we did not hear from you again until 1/22/2024. At this point in time, you were beyond your 365 night trial, and we let you know we'd be proceeding according to our terms of service and not providing a refund as requested. Our terms of service note "you must submit all required information and documentation requested by our Customer Support team to complete your return within 30 days of your return and refund request." 

  We hear your concerns about our website and the language used when describing our 365 night trial. Our terms of service, agreed to upon purchase, state that "upon delivery of your Lull Mattress, you have a three hundred and sixty-five (365) night period of time to return your Lull Mattress. Upon return within the 365 night trial window, you will receive a full refund of the applicable amount spent specifically on the Lull Mattress you are returning, less processing fees for shipping and overhead (“Processing Fees”)." Our customers also know and understand that when they purchase a "365 night trial" or a "100 night trial," they will have 365 or 100 nights to try the product. With that said, we always honor returns for our customers when they work with us within their trial period to complete a return. 

  Thank you,

  Lull Sleep Expert Team

  
  

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased the mattress online from Lull November 22nd, 2023. The reviews online were good and we thought we read it was a 7 day online return. We slept in the mattress the first night and had the absolute worst night of sleep ever. My wife has cervical radiculopathy and axial back pain that was exacerbated to the point that she had to sleep on the couch at 3am. I also woke extremely stiff and aching from my shoulders down to my sacrum. I called the facility to get a return and was told it is 60 days as a policy. They argued with us for the better part of two hours and did not give us the courtesy of having a supervisor call us back. My wife and i explained ad nauseum how miserably we slept and also that we were gravely concerned for our health moving forward. I explained that i cannot risk my back for 60 days due to the nature of my job (often operating for 10-14 hours daily) and also that my wife is a lower school admin that multi-tasks throughout the day and cannot afford to go without restful sleep. We expressed again our concern for our overall health and results of lack of sleep (patient safety, medical decision making, etc.) but apparently they were more concerned about keeping our money for 60 days vs giving us a refund and moving on. I will never, ever use this company again. All that we asked for is a return of the product and our money back. They were unwilling to bend. We were also offered another mattress in its place but we can ill afford to take chances with sleep and the chance that the mattress will be any better. Based on the “stellar” internet reviews of the company, I’m convinced that they are from a private company that cherry picks reviews so that the company is falsely viewed in a positive light, which deceives its customer. Interestingly enough, most of the complaints to the BBB read as exactly my complaint.

  

  Business response

  12/06/2023

  Hello,
  We’re sorry to hear that the Lull mattress hasn’t been to your liking. Our number one goal when our customers come to us with concerns like yours is to help them get to better sleep. We hear that you’re in pain, and we want to help.
  When you first came to us, we recommended you give it some time with the mattress as-is to adjust. We understand you feel like you’ve given it a fair shot, so we decided to offer you our Dream Layer for free as a proven solution. Normally this is something that wouldn’t be available until after the 60 day adjustment period. However, we wanted to make an exception here due to your unique situation.
  This is a great product that we stand behind. The majority of our customers who customize their mattress to their preference using our Dream Layer find that they fall in love with their Lull mattress. We don’t offer this groundlessly, we’re offering this because it’s a proven solution that works. We’ve helped many customers like you who might need the Lull modified to fit their needs. We encourage you to take us up on this because there’s no harm in trying it; if you don’t like it, you can still return the mattress after the 60 day adjustment period.
  Should you not be satisfied after the 60 day adjustment period, we will absolutely process a return for you. We allow returns within the 365 night trial period as advertised once this 60 day adjustment period has been satisfied. This information can be found on our lull.com/terms page. All of our customers do agree to this period and our terms when they purchase our products.
  While we will be adhering to our policy, we’d love to see you take us up on the free Dream Layer. We’re happy to discuss further. Please reach out to us at 1-800-301-5845. We’re open Monday through Saturday, 7:30 a.m. to 4:30 p.m. PST.
  Thank you,
  Lull Sleep Expert Team

• Initial Complaint

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Worse company ever. I fought for 2 weeks to get my mattress. I slept on it a few nights and it physically made me sick, it’s so hard it made me throw up from the compressing on my vertebrae I call to return it and am told I have wait 60 days keep sleeping on it. It’s making me physically ill. So now it will have to sit in my office for 60 days before they come pick it up. ALL the stress is not worth it, BEWARE I was told the way they will help me is by sending me a mattress topper. This should be illegal to treat people like this, the stress is unbelievable this company will give you.

  

  Business response

  11/07/2023

  
  We’re sorry to hear that the Lull mattress hasn’t been to your liking. Our number one goal when our customers come to us with concerns like yours is to help them get to better sleep. We hear that you’re in pain, and we want to help.
  When you first came to us, we recommended you give it some time with the mattress as-is to adjust. We understand you feel like you’ve given it a fair shot, so we decided to offer you our Dream Layer for free as a proven solution. Normally this is something that wouldn’t be available until after the 60 day adjustment period. However, we wanted to make an exception here due to your unique situation. This is a great product that we stand behind, and we’re pleased to see that you decided to accept this offer.
  ?
  It was a pleasure speaking with you the other day, and we’re glad to have reached a solution with you. We normally allow returns within the 365 night trial period as advertised once this 60 day adjustment period has been satisfied. This information can be found on our lull.com/terms page. All of our customers do agree to this period and our terms when they purchase our products.
  Thanks so much for your time. If you have any more questions, please reach out to us at ###-###-####. We’re open Monday through Saturday, 7:30 a.m. to 4:30 p.m. PST.
  Thank you,
  Lull Sleep Expert Team

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I originally ordered a bed frame from LULL on 07/25/2023 I received it soon after and it didn't have all the parts. I was told to submit a claim and I did. I submitted the pictures of what I had received I got the second order. Same problem. Not all the parts were received and I submitted yet another claim. I received the 3rd box recently and the box was heavily damaged and parts missing once again. I've talked to customer service many times and all they do is send out another box of random parts I've requested a full refund but they don't listen and haven't given me any feedback on a refund or acknowledgement of my request I refuse to pay for a misleading and already pre damaged product In one of the screenshots I'm sending, it mentions refunds

  

  Business response

  09/05/2023

  
  
  We're sorry to hear you've been experiencing an issue with the delivery of our products, and we can understand your frustrations. We're glad we were able to speak with you yesterday to resolve this situation.
  
  We're proud of our products here at Lull, and a main goal of ours is to get our customers the products they ordered. When a product delivers that's damaged, we prefer to replace so that our customers can get a product that matches our standards. With that said, a cancellation is always still possible provided our customers are within trial.
  
  In this case, we were under the impression that you had still wanted a replacement. We apologize for any misunderstanding and if it seemed like this was not something that was possible. Yesterday, we spoke to you and processed a full refund after some discussion.
  
  While we would have preferred to get you a product that matched our standards, we're happy to have helped you and resolved this situation.
  
  Thank you,
  Lull Sleep Expert Team

• Initial Complaint

  08/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a LULL mattress through and advertisement from AFFIRM credit people. This was about Nov 29th 2022 9 months ago. within the first month I comnplaine4d of the mattress being too soft. it hurt my back. they said they don't have mattresses firmer than the one I bought. so they sent me a topper about 1 1/2 inches to place on top of the mattress. It did nothing. It slid around and buckled when I slept in it. I tried to give it some time. of recent I could not take the morning backaches anymore and I contacted the LULL service department. they put me through a litany of exercises to prove to them the mattress was defective. I will send photos. what a mess to complete their requests. The said it does meet the defective parameters and will not replace it. I am still in my 365 period of return for any reason and they refuse. here is their guarantee advertised all over....... 365 Night Trial Skeptical about buying a mattress online? Try any Lull mattress in your home for an ENTIRE YEAR, stress-free! After 365 nights, if you’re not 100% satisfied with your sleep experience, arrange a quick and easy return. I want my money back the mattress is horrible and kills my back. Please help me here. Then they want to charge me to return the mattress. this is internet robbery. please advise. Thank you ***** M my order number was #1811950 It was $385 on sale single mattress. They said 6 photos is all I can send and they wanted pics of labels which I sent. attached are a couple of others. this mattress is horrible and painful. kindly help me. It just is too soft as in my earlier in the year complaint and they are looking for me to prove a defect. that's crazy. I want a full refund. so I can purchase another mattress from a legitimate company. Thanks in advance ***** M

  

  Business response

  08/17/2023

  Hi *****,
  
  We're sorry to hear that you haven't been getting a good night's sleep. We know how important this can be, and we wish the Lull mattress could have been a better fit for you. We tried calling and were unable to get ahold of you, so we left a voicemail.
  When our customers come to us with concerns, our number one goal is to help them get to better sleep. A return is always possible after our 60 day adjustment period, but some customers choose to accept our help for better sleep after checking in with us. In this case, we see you accepted our dream layer with hopes that it would firm up the mattress to your desires. This is a proven solution that has worked for the small number of our customers who have needed help, and we're sorry to see it hasn't helped you. We understand that we recently spoke on 8/7, and it sounded like you were satisfied after we worked towards a resolution together. We're saddened to hear this was not the case.
  
  Recently, you reported that you believe your mattress has an indention. Our warranty covers against any visible indentations or sags that are greater than 1.5 inches, and both you and our team were interested to see if you could qualify for a replacement. After attempts to verify your images, we were unable to see a defect that qualified for a replacement.
  
  When our customers choose to return, a small processing fee is charged to cover the returns process. We advertise stress-free returns, and the full terms of our returns policy and any associated fees can be found under "F. Refund and Returns ('Return Policy')." Processing fees are for shipping and overhead, are estimated to be 10% of the retail price of your mattress, and may vary based on current market prices and geography.
  
  With all that said, we do see that you're still within trial for this purchase. A return is available to you, and we encourage you to reach out to us if that's ultimately what you desire. Our team is here to help.
  
  Thank you,
  Lull Sleep Expert Team 

*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. ↩