Layla Sleep
Reviews and Complaints

Great customer service. I had an expired reward and they are looking into sending it to me again. I absolutely LOVE my mattress and love the pillows even more! I just sent two to my uncle so that he can sleep better too! Great company. Love the soft and hard side of the mattress. Would recommend to everyone. Stephanie talked with me today to help me out and she was great!

I communicated with customer service chat representative Sky and he was a breath of fresh air in terms of chat reps. He was quick to respond, informative, and simply helpful. I was so impressed I felt like I should compliment him, so I directly told him, "Just wanted to say your attitude and help are greatly appreciated. Something about how you converse here is smooth and reassuring."

Im speaking about customer service. Ive texted them many questions and received replies within 24 hours or less. Also mattress has shipped later than qouted but today i received a tracking #, but was for an earlier item. When i inquired via text message i recived a tracking # within an hour and ive received a *** pickup text. Also im pretty sure im good to go because the other 4 items i ordered arrived the same way with no issues. Kind of surprised to be reading horror stories from previous reviews.

Placed order on 11/30 for a weighted blanket and 3 weeks later still no product. The customer support team keeps giving me the run around and manages to not answer any questions-I have tried email, phone and chat. Refuse to refund my money, even though the product has not shipped and it has been over 3 weeks. Do not order from this company as they have horrible communication practices and are not customer focused. Try Luna or Sheets and Giggles if you are looking for great customer service and excellent products.

Ordered King size pillow on April 16. Was suppose to be shipped within 7-10 business days. Called after not receiving with the given time frame. Was told it would be shipped within 3 days. Not shipped. Called again, was told it would be shipped. A month later, still not shipped. Called again, canceled my order. Recieved email confirmation that my credit card would be credited for the amount charged, within 5-7 business days. Didn't happen. Called my CC company. They will be contacting Layla Sleep to resolve the issue. Poor customer service.

We received our mattress and pillows today, but had a question around how quickly we needed to unpack the mattress. We were triaged by Sky and she said our question was a very good one. She stated that we need to unpack the mattress within 2 weeks or risk voiding the warranty. There is other work going on in our home so we were contemplating to wait until the other work was done, but given the direction by Sky we will now start unpacking it. Sky also let us know our platform bed would be shipping soon as it has been on backorder for a while. Our customer service experience was prompt and efficient. Thank You.

Placed an order based on a 5-7 day delivery time. 3 weeks later and no mattress. This would not be so bad if there was communication in regards to shipping. Reached out to customer service at least three times a week. Rarely did they respond and when they did it was with a commitment to ship in 48 hours. I finally gave in and attempted to cancel the order. No response to email or phone call. Finally was able to cancel order via Chat. They must be having major issues meeting orders as there was no effor to even try and retain me as a customer. I only hope that they truly cancelled the order and refunded my purchase.

I wish I had read these reviews previously. I placed two orders and received notification they both shipped on 12/1. One order was received a week later; the second order is currently MIA 17 days later. The customer service teams via chat and email have been astoundingly unhelpful. The standard response appears to be: "we sent a large truck to USPS and they are delayed in scanning items." I questioned when an order would be considered lost, which they had no answer for. I was essentially told that the pillows would show up when they show up. TO ANYONE DEALING WITH THIS COMPANY AND MISSING ORDERS, I SUGGEST YOU FILE A CHARGEBACK WITH YOUR CREDIT CARD COMPANY TO RECOUP LOST FUNDS.

It's amazing how this company has lasted this long with the worst customer service base I have ever seen. For the record I purchased the king mattress priced at around 1200.00,the topper for 400.00 and the adjustable king bed frame on sale for 1400.00 dollars. I had a change of heart about the frame and called and emailed with very little response they said I had to donate it to a company called load up. Which never showed up 2 different days I mean I understand you make a comfortable bed.BUT YOUR CUSTOMER SERVICE BASE IS FULL OF CHILDREN MY best advice for my fellow man is to find a better company who has better customer service experience and makes a better bed like. PURPLE, SLEEP BY NUMBERS Avoid this ***how place

I ordered a weighted blanket on November 27. They charged me November 28. My order went into pre-shipment on November 29. For 3 weeks, nothing. I contacted them after no update for 8 business days. Delay was blamed on USPS and I was told I would get it eventually. I again asked for an updated after 11 business days and I was told I should just cancel and ship it back when it gets here. I'm no, I still haven't gotten an update so I disputed the charge because there is no excuse to charge for something and then spend almost a month with no update! Terrible company that does not care for the customer. Read the reviews and complaints on here just to see how bad the run their business. BTW I live an hour away from their distribution center. No excuses.

Seriously the worst distribution/communication/management issue I have come across and horrible to work with. My king size and queen size mattress were "lost" and then found. Finally delivered late - didn't come with sheet set and mattress protectors as they should have and then I had to chase down the company to get the rest of the order and at one point given a fake Fed Ex tracking number. The management person never followed up and kept indicating the items were complimentary as if I shouldn't be expecting them in a timely manner. One month after I get the mattresses only one sheet protector and sheet set arrive. I simply would never recommend the company because they have major issues with distribution, communication and poor management. Doesn't matter what the bed feels like - you have to be able to create good relationships and follow up in a professional manner.

I want to warn people about how disappointed I have been with the customer service and quality of this company's products. After placing my order more than 2 months ago I receive my mattress and it is nice and comfortable but when I reach out to ask about the cover and foundation, I am informed that both are back ordered a month out. I get the foundation before expected but when unpacking I found out that it is broken in multiple places that appear to not have been due to the package being handled. I contact support about returning everything because it is taking too long, and I was already disappointed by the service provide. After thinking it over I decided to allow them to ship me the broken parts and I would switch them out. Once the next package gets here, I see they shipped the wrong parts and reach out to tell the support rep I had been working with. He apologizes and offers to ship the correct parts and that the cover should be there shortly. I finally get the cover and reach back out to see the status of the broken pieces only to be told that the color I want is out of stock even through it is still for sale on the website. I am currently reaching out to return everything after another fight with my wife due to product quality and bad customer service.

I ordered a mattress September 10 and it is now the 21st. My mattress has yet to ship. The company claims mattresses ship in 1-4 business days. I have tried multiple times to connect with their customer service to no avail.

My *** card was fraudulently used to purchase an $850 mattress. The matress was then delivered to my home. I returned the mattress, shut down my debit card, and was told I would be refunded. I have not received my money back.

I purchased a Layla memory foam mattress in June . I performed as expected for the first 12 months or so. The mattress has compressed as evidenced by drooping saggy mattress cover. There is significant sag in the middle that is causing back and hip pain. This mattress is advertised with a lifetime warranty. I contacted support via email and was offered a replacement mattress cover.

I purchased a mattress and pillow from Laylasleep.com. On their website, it clearly states that everything is made in the USA, which influenced my decision. However, when the mattress arrived, it had a sticker indicating it was made in Mexico. The pillow's tag listed the USA, Mexico, and El Salvador as countries of origin. I revisited the site to confirm, and it still claimed all products were made in the USA.

LaylaSleep offers a 120-night trial period for their mattresses. After trying the mattress for 3 weeks, we decided the mattress was not a good fit and initiated a return on 14-Jan-2020. We have still not had the mattress picked up for a return and have not been refunded the $1000+ for the mattress. Layla's recyling partner, ***, has cancelled pick up three times because we are outside of their service area and they have not rescheduled. Layla suggested donating to a local charity, but local shelters cannot use a king-size mattress. I researched other recycling / trash agents, and suggested to Layla they use *** who does service our area. The only reply they have is to suggest (again) that we donate locally even though we have tried that. I would like Layla to pick up the mattress immediately and refund me.

My order for a mattress was placed 10/29 and shipped through *** 11/04. Estimated delivery was originally scheduled for Friday 11/06. Since then, delivery has been postponed by one day, every day. It is now over a week and I have completely lost faith that my package will arrive. I have requested cancellation of my order and a refund. I was informed that I would not receive a refund until the package was back in Layla's hands. I never received this order, i have no idea where the package is physically located, and am being forced to wait an indeterminate amount of time to get a refund for goods i never received. I am concerned that *** may have lost the package and I will have to wait a significant time to receive a refund. Throughout the process I have tried to obtain updates from *** as to the delivery status of my order, I opened a case file with them, and have tired to get Layla customer service involved. Neither *** or Layla were able to resolve the issue. In addition Layla customer service has been apologetic but entirely ineffective and uncooperative. I have yet to see a status change on my order. Their website says my order is "complete" and *** just notified me today that my order is again "delayed" until the next business day.

Within days of receiving our Layla King size adjustable bed within mattresses problems began with the base. We contacted Layla for help and they sent a technician to identify the problem. First of all getting the technician to come over was not easy since we were in the middle of a pandemic. After he's visit he said some controls/modules were bad and that he was ordering them so they could be replaced once they arrived. About a month later parts arrived and another visit was scheduled to replaced the modules. A different repair tech went to our home weeks after the parts had arrived only to notify us that the parts were not the correct parts. We are already in October and had given Layla 2 different opportunities in good faith to make this right. They have not , so i recently requested that the bed be picked up and a full refund be return to us since this bed has been defective from the very beginning. Now Mario is claiming that the trial period has expired and is refusing to return our money. I actually find this outrageous since we gave them the opportunity from the very beginning to fix the problem. The only reason this so called trial is expired is because we gave them the opportunity in good faith. I feel we have acted in good faith and been reasonable and fair. I find it appalling, that they make some lame excuse to not return the funds. They clearly know the bed we received was defective from the very beginning. I also believe that a well intended , reputable company would offer a customer the complete trial / warranty period once the bed is in good working order to properly measure whether you clearly like the product or not. This is obviously not the case with Layla . Extremely poor judgement from Mario or whoever makes this decisions. BUYER BEWARE !

My husband ordered our Layla mattress on June 10. The website states it takes 2-3 days to make and another 2-3 days to deliver. FAQs mention a tracking number is provided when ready to ship. After the expected time, we got an email about a 7-10 day delay. Post delay, instead of the mattress, another delay email arrived. Contacting customer service, they apologized, offered a discount, and promised shipment by week's end. On Friday, another delay email came. My husband was told a few more days. I asked customer service for an explanation and immediately got a tracking number. The website says tracking numbers are given when shipping, but mine was premature. I was told the tracking status would update in 24-48 hours. It didn't, and on Monday, customer service said another 48-72 hours. After more waiting, I repeated my story to customer service, who said it was production delays due to COVID, which I doubted. After a long talk, the rep checked the facility and gave me a new expedited shipping tracking number. It might miss that day's truck, so it would ship the next day. The tracking showed 'label created' with an estimated delivery, but the next day, there was no update. I contacted customer service again, seeking an explanation for the repeated delays and lack of updates. I insisted on transparency, as I couldn't be the only customer affected. I still believe in the product.