Luma Sleep Reviews Reviews 69

Their warranty is a scam.
I bought one of their mattresses for my disabled mother and it already has a hole that causes her excruciating back pain. They asked for pictures which we sent and they said they cant see the dent through the pics we sent, when it's visible. I highly advise you to stay away from this company.

I bought last month a luna mattress and is wonderful.The sleep is much better now and i love it.

I recently purchased a the Luma Hybrid Mattress. Wow! I havent had a full 8 hours of sleep continuelsly in a very long time. The mattress is ideal for me. 6'2, 250lbs; with a few minor back injuries along the way. Stephano was of great help when I was shopping around. He wasnt pushy, no gemics type of rep. I really appreacited that. I highly reccomend Luma Sleep as a company, along with their product line.

I bought the plush latex system and it ended up being too hard. To the point it caused some serious pain for my hips. Currently sleeping on my sofa with no pain.

The return process was a awkward. They were somewhat polite while ordering. But down right rude for returns. They initially ignored my request until I followed up. They sent me a passive aggressive message that I did not try long enough and should utilize their comfort guarantee. It’s too hard and I got the softest set so that doesn’t make sense. They did let me know someone will contact me in three business days to schedule the return. That day went by and I reached out for follow-up. That was ignored for a few days with some instructions that stated a pickup date was already scheduled and shipping materials were on the way. It was not. The shipping company called and asked for dates. After I did so I tried to confirm the tracking number for shipping materials. I got an immediate response with no tracking number for supplies and the sender went off on me for changing the date and I need to reschedule to what they originally had. I did call them out on their behavior and the fact they had not done anything they stated. I have a bad feeling I will not be refunded out of spite.

I am writing because of my incredibly upsetting experience with their customer service department.

I've been researching mattresses for about a week and had almost settled on this company, but I called because I had a few questions about the split king topper for the hybrid system and the density of the NRG foam in your materials.

I spoke with someone I believe named Stefano. He answered my questions regarding the split king. He asked me additional questions about my and my husband's height and weight (5'3 250, 5'9 170) and then recommended your all latex system. When I told him I would need to discuss with my husband since it was about $600 more than the mattress we were considering, he told me that because of my size your company would not honor the 100 night sleep trial or warranty. I was flabbergasted but as I have been researching thoroughly, I said there was nothing like this in the terms and conditions. He said they would just refuse to take my order and recommended I find a different mattress company before hanging up on me.

I was not rude or angry this entire call. Frankly I was a bit too stunned to react. I cannot fathom why your associate treated me this way. I was specifically interested in your company because of the honesty in details regarding construction and materials and the recommendations from other folks online as to the construction. There is no policy or warranty information posted on their website that differentiates policy based on size. Had this information existed, then I would not have wasted so much time reading about your products. Additionally, these are not cheap mattresses and it truly concerns me that their king would apparently not be supportive to two adults.

Frankly, I was left speechless. It is one thing entirely to recommend a different mattress based on someone's specific body, it is entirely another thing to treat someone as though they have no worth because of their weight.

We purchased this mattress to replace our 10+ year old one. Based on recommendations of both the Hybrid Slumber System and the customer service, we picked Luma. Unfortunately, the mattress did not work for us as the movement of the latex triggered post-concussion syndrome for my spouse. I would have still rated the mattress a 5 as it worked for me. However, dealing with customer service on the return has been a nightmare. First, they tried to thwart the return by offering alternatives that could never address the fundamental issue. Then, they completely disappeared despite numerous follow up emails and calls from me. After I initiated a credit card dispute, they finally reappeared again and offered to take back the mattress if we took care of delivery (against their own policy). Then, insult on top of injury, they blamed us for the bad experience by saying that they would have ‘never risked sending out’ the mattress if we had told them about the concussion. There is no warning on their website that people with concussions should not use their mattress, nor a requirement that all medical conditions be disclosed to them. We’ve never slept on a latex mattress and never had issues with any other mattresses, so how where we supposed to know without a warning from them? Rudely blaming us and the overall bad customer service experience is the reason for the 1 star. Otherwise, if you have no medical issues and don’t think you might need to rely on their return policy, do consider this mattress.

We have never slept so well! I even had to wake my husband up which has never happened in our 33 years of marriage. The foundation was easy to put together. At first, I thought the foundation was low to the ground, but once the mattress was placed in the foundation the height of our bed was perfect. Wished we would of purchased our lumasleep mattress sooner!!

Can’t get a response from customer service. This is also the second time I’ve received (and completed) this review request. It appears that Luma needs less automation and more real human staff.

I was very impressed with the customer support offered by Luma. We ordered the Hybrid Sleep System and received the core mattress without any issue. However, the latex top layer piece had not arrived with it. I called Luma and was told that it is shipped separately and should arrive within the next day or two. I received a voicemail the following day informing us that the top piece had been returned to their office as a result of the label falling off of the package. After apologizing for the delay, they took the initiative to overnight it to us. I was truly impressed that they were honest about the error and overnighted the package without any need for me to call back or even ask for such a service. Everything is assembled (very simple) and we are now enjoying our new mattress.

So far spent a bit over 30 nights on the Queen Luma Mattress. I am so far very happy with the feel and make of the mattress. Everything went as smooth as I could hope -- transaction, shipment, etc.

I had a problem with sleeping hot, so I sent the company a note on their website. They phoned me up within the hour to see what exactly the problem was and how they could help. Were extremely nice and informative (the problem seems to have been with polyester bed sheets rather than the mattress).

I would gladly recommend Luma to anyone who is looking to buy a coil/latex hybrid mattress.

Service was great with prompt notifications all throughout the process. Mattresses are going on our new twin bunk beds and they are pretty comfy starting out.

I never received my product because apparently it was a third party product and they oversold. But Luma sleep never sent me updates or any kind of information about my product. After two weeks without any kind of notification as to why my item had shipped, I got in contact with Luma sleep through chat because they never responded to my email. That is when I was notified my item was on back order. Two weeks after that I still hadn’t received any updates. I tried to chat with Luma sleep to cancel my order and never got a reply. I finally got an email saying my order was cancelled.

We received the all latex sleep system. Two weeks in and it's been very good for us. Back pain almost gone, after sleeping on a 10 year mattress previously. There were a couple of small spots on the covers due to shipping/delivery and Luma went above and beyond to ship us replacement covers for both the base and topper, even though the topper had only a small spot. Appreciate the great customer service.

We primarily purchased the Luma Hybrid Slumber System because of the ability to tweak the comfort level after trying it. Luma, like others allows for mattresses to be returned if not satisfied. But that's still aggravating, you then need to start a new search, deal with deliver and set-up all over again. And if you really like the mattress overall is it worth it when you just wished it was a touch firmer or more plush? Luma solves that problem, giving the buyer the option to swap out the comfort level. The mattress we received is of the highest quality and extremely comfortable. It's a definite keeper, but we are debating if we would like it a notch softer. It's satisfying to know that we have a great mattress and can still fine-tune it if preferred. Luma builds a great product and sells it in an intelligent manner that allows the customer to end up with exactly the mattress they want.
Laura & Paul

Amazing, attentive customer service

We have purchased 3 Luma mattresses in the last 6 months, two for our new house and one for our daughter in her apartment My husband, daughter and I agree that this is the best mattress any one of us has ever had. We had white glove delivery service which went well in Florida, but there were a couple of glitches with the NYC delivery. Luma stayed on top of it and Stefano, in particular, should be commended for extraordinary customer service

When delivery of our mattress pad was to be delayed slightly, the company informed us promptly and kept providing updates on shipping. So far we are quite pleased with the product and the company.

The people at Luma Sleep where there for me. They listened and helped me finding the best solution in an unbiased way.

I purchased the Luma medium firm pillow and am very pleased with both the quality and comfort. I highly recommend these pillows.

Love these Talalay latex pillows. It was time to replace our older ones so I’m glad to have found Luma online. My husband is allergic to down so we have been sleeping on latex pillows for years. We chose one soft and one medium firm. They are perfect for us. The price was very reasonable, and Luma has great customer support!