Reviews

Truly the most condescending & rude “customer service” team I have ever dealt with. Bought a Lull mattress in April of 2020. In the height of COVID. My husband & I slept on the mattress for about a month before we just couldn’t take it anymore. Just a horrible mattress. Between my husband & myself, we contacted the company MULTIPLE times in the coming months stating we did not like the mattress & wanted to return it for a refund. We were told EVERY time to “give it more time” & that they were not picking up their products for returns due to COVID. After getting absolutely nowhere we decided to store the bed in our spare room & purchase a different bed. We ended up having to pay to have it disposed of because it was taking up necessary space that we needed as I was pregnant with our first child. Lull absolutely DOES NOT stand by their guarantee. I was treated like I didn’t know what I was talking about. Considering all of the terrible responses Lull has had to all of the other reviews, I’ll get the same thing from them. Just let it be known, if you don’t like the mattress, you’re screwed. $1100 down the drain because they don’t back their own guarantee.

Hello A***** / K*******, This is the Lull Sleep Expert Team. Upon thorough review, we have decided to adhere to our terms of service and will not be honoring your request for a refund. Our returns policy is detailed within the terms and conditions that you agreed to when you made your purchase. You can find theses terms at: https://lull.com/pages/terms. We see you reached out to us last May 3, 2020 to request a return as you both found the mattress uncomfortable were experiencing neck and back problems. At the time, we advised you to give our mattress more time so you can fully adjust to your new mattress. This recommendation was accepted. You mentioned that you’ve contacted us multiple times after that to return. According to our records, we're only seeing two correspondences from you. First was last April 26, 2020, where you emailed to request a return. We called you on this day, but we were unable to get a hold of you. We left you a voicemail and replied to your email. The last follow up was last May 3, 2020 where we recommended you give the mattress more time. We haven’t heard back from you since that date. When something like this happens, we can only assume our customer adjusted to great sleep on our bed. During COVID period, our pickup service was temporarily suspended for safety purposes, and we offered mattress trial extensions to our customers to make sure that a return would still be possible when it was safe to do so. This trial extension was applied to your account. However, this trial extension has since passed, and you are ineligible for a return. With all of this said, we recommend you to contact Affirm directly if you have any questions about your loan. We appreciate you reaching out to us, and we’d like to apologize again for the inconvenience. Thank you, Lull Sleep Expert Team

By mistake, my daughter used our credit card to order a twin mattress for me on Thanksgiving evening 11/23/2023. She mistakenly thought I wanted this. I noticed the purchase on my bank statement next day and I told her I did not need it as I am healing from a broken leg and the doctor approves of mattress that I have Lull did not send a confirmation email of the initial order to my daughter. So we sent a cancellation request to support at lull.com. They told us to call them. We did. They refused to cancel it and kept insisting we had to buy it at a discount. Very uncooperative customer service I had to file a dispute with my bank. I’m not sure why they can’t just cancel the order considering that we contacted them soon after the initial order on Thanksgiving vacation weekend. Customer support was like dealing with a mafia.

Hello, My name is A*****, and I am a Customer Support Team Lead with Lull. Thanks for reaching out to us for assistance. I’m sorry to hear that you did not find the cancellation process as easy as you’d hoped, this was not our intention. Our products are designed to make sure you get the best sleep on our mattress, and we love to share with our customers how we can help them get there by offering discounts when we’re able to do so. Since, in your case, it sounds like you ultimately landed on cancelling we always are happy to proceed and process a cancellation for those within trial. I'm sorry to hear our mattress did not work out for you, but we are here to help. Our intention was not to refuse your cancellation by any means but rather to offer alternative options that we thought may be of interest to you. Since you had refused those alternative options, we proceeded with cancellation, per your request, that same day. I apologize if you felt our intentions were anything but genuine. We’ve also already processed your refund, and while we understand you filed a dispute for this transaction I want to assure you this isn’t a necessary step as we are more than happy to work with our customers to process cancellations and refunds. I appreciate you reaching out to us, and one thing I'd like to note is that we're always here to assist so please do not hesitate to reach back out to us if you are needing assistance. Thank you, A*****

Be aware before purchasing.....If mattress do not fit you cannot return it until after 60 days and you will have to pay a 10% return fee.

Thank you for leaving us your thoughts in a review and for reaching out to our team for assistance in your return.
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We are sorry to hear that you are unhappy about our required 60 day adjustment period. While the vast majority of our customers love our products and are most immediately satisfied, some take a little longer to adjust. It’s important to give yourself the proper time to really give a new mattress a fair shot. This way you ensure that you allow your body time to fully adjust, and for the mattress to break in and to allow it to adjust to you too. We’ve found that taking more time to adjust almost always ends with great sleep, but if you find that you’re still not in love with the mattress after you’ve tried the mattress for the required 60-day period, reach back out to us and we’ll move forward with helping you to process your return.
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We're also sorry to hear that you're unhappy about our returns processing fees. While we ship free to your door (within the contiguous U.S.) if you choose to return, we simply deduct a 10% returns processing fee meant to cover costs associated with returns like shipping and processing. We're sorry to hear that you were not aware of these fees, we clearly state our processing fees in our terms and conditions.
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If you want to see more on this, as well as on our required adjustment period, our terms can be reviewed at http://Lull.com/terms. With that said, we do see that we spoke with you on 10/9 and allowed a return. We understand that this is a resolution that you were satisfied with, and we’re pleased we were able to help.
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If you would like further assistance, please call us at 1-800-301-5845 between 7:30 a.m. to 4:00 p.m. PST Monday through Saturday. Our team is here to help.

I purchased 3 mattresses because I trusted on their word, they listed on their website Easy Return 365 Days Trial. But it is not true at all. I wanted to return one of them and first they said there will be 10% restocking fee and then 3rd party has to pick it up if they deny to pick up I won’t receive the refund… They are basically don’t want to accept the return and saying deal with the 3rd party. Also, if I wanted to return 2 of then I was not able to because one household can return only 1 mattress. If you trust them and purchase more mattresses and if you have problem 365 day trial or easy return will go in the garbage. They are liars and untrustworthy. Do not trust them, they are just fishing with their lies and when they catch someone ohh you didn’t read the very small prints on the website which you can’t find it if you don’t know where to look at it. I regret doing business with them. I do not recommend Lull Mattress to anyone

Hi C********, My name is A*****, and I am a Customer Support Team Lead with Lull. Thanks for reaching out to us for assistance. I’m sorry to hear 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. As our Better Sleep Guarantee program was designed to make sure you get the best sleep on our mattress, we love to share with our customers how we can help them get there. The processing fee is applicable to all returns. If you decide to exchange instead, as you'd expressed interest in doing when we spoke most recently, our processing fees will be deducted from your transaction. That said, if you change your mind and ultimately you decide the Lull is not for you, the processing fee is charged to cover the returns process. This may include sending a return label to you and having our pickup partners come to your home to pick up and donate the mattress and other associated costs. Our terms page at Terms notes these processing fees will apply for every order. To be eligible for a Mattress return, the mattress must be clean and undamaged. This is not based on the judgement of our pick up partners, and is instead based on our judgement. Once you've submitted the images requested to finalize your return, we'll let you know if your request has been approved and will work with you to finalize and process your return as soon as possible. We'd be happy to help assist you in processing your exchange! We hope all this information helps and we're confident that if you land on finalizing your exchange, you'll fall in love with the mattress you choose and get to better sleep. While we would not be able to process a return or refund of multiple mattresses, we are always happy to help brainstorm ways to make your product work for you or find a solution you are ultimately happy with. We hope this helps address your concerns. If you would like further assistance, please give us a call at 1-800-301-5845 between 7:30 a.m. to 4:00 p.m. PST Monday through Saturday. If a sleep expert is not available (or maybe we're having a pillow fight), please leave us a detailed message and we will get back to you as soon as we can. We look forward to helping you sleep and live better. A***** Lull Sleep Expert #1 http://Lull.com

Ive ordered lull mattress for all my bedrooms and guests. They are fast in shipping And customer service. I had a problem with one mattress after 60 days of having it and they sent someone to pick it up and bambbb it was picked up. Totally recommend. Just wish it was a but cheaper lol

Hi M*****,
My name is J******, and I'm a team lead with Lull. We wanted to thank you for taking the time to post your thoughts and review. We're pleased to hear that you've had a positive experience with our shipping and customer service.
We carry a premium foam mattress that is 1/3 the cost of traditional mattress retailers, and one of the reasons we are able to do this is because we are an online mattress company. Because of this, we are able to offer a premium mattress comparable to those in the thousands. In other words, we are not comparing our mattress to those less in price, but to those that are traditionally sold in stores for much more. We also offer access to a world class team of sleep experts who are here to make sure you are always completely satisfied. This is because we want our customers to know that we stand very proudly behind our product.
With that said, we're glad that you were able to take advantage of our 365 night trial. While we're bummed the Lull did not work out for you, it sounds like you've had a great experience overall. Please do let us know if you have any further questions or concerns.
Thank you,
J******
Lull Team Lead