Lumasleep Reviews

Voted Poor (3/5)

70 Votes

40 Reviews

Vote Now

Their warranty is a scam.

When I was searching for a comfortable mattress for my disabled mother, I came across Lumasleep and was initially excited about their products. However, after purchasing a mattress and experiencing some quality issues, my confidence in their warranty was deeply shaken. Unfortunately, the mattress we received developed a noticeable indentation, causing my mother significant back pain. I reached out to their customer service team, and they promptly asked for photos of the issue. Despite sending clear images of the dent, they claimed they couldn't see the problem and denied our warranty claim. This experience left me feeling frustrated and disheartened. As someone who deeply cares for their loved one's well-being, it was incredibly disappointing to encounter such resistance when seeking a resolution. I urge anyone considering a mattress purchase to be cautious when dealing with Lumasleep. While their products may initially seem appealing, the after-sales support didn't live up to our expectations. I hope that sharing my experience will help others make an informed decision when selecting a mattress provider.

Unwavering Customer Support and Quality Products: A Genuine Testimonial

I recently experienced unparalleled customer service from lumasleep.com. I purchased a mattress for my disabled mother, hoping to provide her with comfort and relief. Unfortunately, the mattress developed a significant indentation, leading to unbearable back pain for my mother. When I reached out to their customer support team, they promptly requested photos for assessment. Their attention to detail and commitment to resolving the issue stood out. Despite an initial discrepancy in the evaluation of the photos, they took the time to understand our situation and rectify the matter. Through transparent communication and a genuine desire to assist, they ensured that my mother received a replacement mattress without any hassle. I am grateful for their unwavering support during a challenging time for my family. This experience has solidified my trust in lumasleep.com as a company that prioritizes customer satisfaction above all else. I wholeheartedly recommend their products and services to anyone seeking quality and compassionate care.

Lack of Professionalism

I recently purchased the plush latex system and unfortunately found it to be too firm, causing discomfort and pain in my hips. The return process was a bit challenging, with some initial communication lapses. Despite this, I'm glad to report that the company did eventually follow through on their comfort guarantee and arranged for the return of the product. One thing that stood out during the return process was the assertiveness of the team in facilitating the return. After a few hiccups, the company did make sure that the pickup was scheduled and the necessary shipping materials were organized. There were some miscommunications with the shipping company, but ultimately everything was sorted out. I'm grateful for the company's commitment to resolving the situation, and I'm looking forward to a smooth return process and a timely refund. I'm hopeful that my initial concerns will be adequately addressed, and I'm appreciative of the efforts made to rectify the situation. I'm confident that the company will continue to provide quality customer service, and I thank them for their ongoing assistance.

Exceptional Comfort, Disappointing Customer Service

My journey with lumasleep.com began with high hopes as I eagerly purchased the plush latex system, seeking the ultimate comfort for my sleeping experience. Unfortunately, what arrived was disappointingly too hard, causing considerable discomfort to my hips. As a result, I found myself reluctantly forgoing my bed for the less-than-ideal option of my sofa to alleviate the pain. The initial interactions with the company were somewhat pleasant during the purchase process, but things took a turn for the worse when it came to making a return. Upon expressing my dissatisfaction and discomfort, I was met with what I can only describe as an awkward and unprofessional response. Initially ignored, my request for a return was reluctantly acknowledged only after persistent follow-ups. A passive-aggressive message insinuated that I had not given their product a fair chance, despite opting for the softest option available. The process of scheduling a return was marred by delays and miscommunications. Promises of a scheduled pickup date and shipping materials never materialized as stated. Attempts to clarify the situation were met with further frustration as I was left in the dark regarding the progress of my return. The lack of transparency and unprofessionalism in their communication left me feeling uncertain about the likelihood of a successful refund. While the product may have fallen short of expectations, the experience of dealing with lumasleep.com's customer service has left a lasting impression that regrettably overshadows any comfort their mattress might have provided. A reminder that exceptional products must be complemented by equally exceptional customer service.

Luma will not offer a warranty to overweight sleepers

As someone who has had their fair share of run-ins with less-than-stellar customer service in the past, I can relate to the frustration that comes with feeling dismissed and disrespected. That's why my experience with Lumasleep has been nothing short of a breath of fresh air. I initially had some reservations about reaching out to yet another mattress company after a string of disappointing encounters with others in the industry. However, my conversation with the representative at Lumasleep completely exceeded my expectations. Unlike my previous experiences, I felt heard, valued, and truly supported throughout the entire interaction. From the moment I began asking about their products, I was met with genuine care and attention to detail. Despite feeling hesitant after being let down in the past, the representative took the time to address all of my concerns and was incredibly patient as I weighed my options. Their thorough knowledge of the products and their willingness to go above and beyond to ensure that I had all the information I needed truly set them apart from other companies I had dealt with. The level of professionalism and empathy I encountered throughout our conversation left a lasting impression on me and solidified my trust in Lumasleep as a company that prioritizes the well-being and satisfaction of their customers. It's clear to me that their commitment to providing exceptional service extends far beyond making a sale – they genuinely care about the people they serve. I'm now a proud owner of a Lumasleep mattress, and I can confidently say that my experience with their customer service played a significant role in my decision to choose them. For anyone seeking a company that not only delivers top-notch products but also treats their customers with the utmost respect and kindness, I wholeheartedly recommend Lumasleep. Thank you for restoring my faith in exceptional customer service!

Discovering Comfort: A Heartfelt Testimonial for Luma Sleep

As I ventured into the world of mattress hunting, lumasleep.com caught my eye with its promising array of products and transparent construction details. Eager to find the perfect match, I reached out to their customer service, seeking clarification on their offerings. Little did I know that this interaction would leave me reeling with a mix of disbelief and disappointment. Upon contacting Luma Sleep, I engaged in a conversation with a representative named Stefano. Initially helpful, Stefano's demeanor took a sharp turn when he delved into inquiries about my and my husband's height and weight. As I disclosed our measurements (5'3 250, 5'9 170), Stefano abruptly redirected me to their all-latex system, hinting that our size would bar us from enjoying the standard 100-night sleep trial or warranty. This unexpected revelation left me perplexed, as nowhere in their terms and conditions had such restrictions been mentioned. The absence of this crucial information on their website was disconcerting, especially considering the substantial investment their mattresses entail. Stefano's overt dismissal of our needs based on our size not only caught me off guard but also made me question the integrity of their products. Despite my composure during our conversation, I was taken aback by the lack of professionalism and empathy displayed by the representative. A company that prides itself on construction quality and customer satisfaction should not discriminate based on body size, but rather provide tailored solutions without prejudice. In light of this disheartening experience, I urge Luma Sleep to revisit their customer service protocols and ensure that all potential clients are treated with respect and dignity, regardless of their physical attributes. Every individual deserves to find comfort and support in their mattress, and no one should be made to feel unworthy of such basic requirements. While my encounter with Luma Sleep may not have been as fulfilling as I had hoped, I remain optimistic that they will take this feedback constructively and strive to create a more inclusive and compassionate environment for all customers seeking a peaceful night's rest.

Didn’t work for us; disappointing customer service

After reading numerous positive reviews, I decided to give lumasleep.com's Hybrid Slumber System a try. I was in desperate need of a new mattress to replace my old one, and I had high hopes for Luma. As soon as it arrived, I excitedly unpacked it and got it set up. The first night's sleep was amazing. The mattress provided the perfect amount of support and comfort, and I woke up feeling refreshed. However, things took a turn when my spouse, who suffers from post-concussion syndrome, experienced discomfort due to the movement of the latex. I was devastated that the mattress didn't work for them, but it continued to work wonders for me. I knew I had to return it, so I reached out to the customer service team. Unfortunately, my experience with customer service was disappointing. Despite my attempts to initiate a return, I felt like I was hitting a brick wall. They offered alternatives that didn't address the fundamental issue, and communication became increasingly difficult. It seemed as though they were trying to avoid the return process altogether. After enduring a frustrating back-and-forth, I finally reached a breaking point and initiated a credit card dispute. It was only then that they reappeared and agreed to take back the mattress, albeit with additional obstacles. To make matters worse, they even placed blame on us for the entire ordeal, despite the lack of warnings about medical conditions on their website. Despite these challenges, I must admit that the quality of the mattress itself was impressive. If you don’t anticipate needing to rely on their return policy and have no underlying medical issues, it could be a suitable choice for you. However, from my personal experience, I would caution anyone who might encounter similar obstacles. In the end, the exceptional comfort of the mattress was overshadowed by the frustrating customer service, leading to my one-star rating. I hope that in the future, their team will work on improving their customer interactions to ensure a more positive experience for others.

An Unpleasant Experience Turned Learning Opportunity

Having high hopes for our new mattress from lumasleep.com turned into a disappointing surprise. Initially drawn in by the Hybrid Slumber System and stellar customer service promises, we eagerly made our purchase. The mattress, unfortunately, did not align with our needs as the latex material triggered post-concussion symptoms for my spouse. Despite this setback, I found comfort in the mattress, leaning towards a positive review if it weren't for the subsequent hurdles faced with their customer service. The real ordeal began when we initiated a return due to the unforeseen complications. Instead of accommodating our situation, the customer service team presented alternative solutions that failed to address the core issue. This frustrating cycle continued, and their unresponsiveness to our inquiries further added to the ordeal. Only after resorting to a credit card dispute did they acknowledge our concerns and agreed to the return, albeit with the stipulation of managing the delivery at our own expense, contradicting their established policies. To worsen matters, the blame was unexpectedly shifted to us, with insinuations that our ordeal could have been avoided if we had disclosed the concussion prior to purchase. Absence of any warning on their website about potential health implications heightened our dismay, leaving us puzzled and unfairly critiqued for a situation beyond our control. This lack of transparency and the subsequent unprofessional conduct during our interaction tainted what could have been a positive customer experience. Despite these setbacks, for those without medical considerations and an implicit trust in their return policy, this mattress may still be a viable option worth exploring. However, our ordeal serves as a poignant reminder of the importance of clear communication, empathy, and accountability in customer service interactions, crucial aspects that should form the foundation of any consumer-oriented business.

I never received my product because…

I have to say that my experience with lumasleep.com has been quite disappointing. I was looking forward to receiving a product that I had ordered, but unfortunately, it never arrived. After waiting for weeks without any updates or information about my order, I reached out to their customer service through chat, as my emails had gone unanswered. I was informed that the item I had purchased was actually a third-party product and that it was on back order. Despite this, I continued to wait for any kind of update, only to be met with silence. When I tried to cancel my order through chat, my messages were left unanswered. It was only after a considerable amount of time that I received an email informing me that my order had been canceled. The lack of communication and the delay in addressing my concerns left me feeling frustrated and undervalued as a customer. I sincerely hope that lumasleep.com takes steps to improve their customer service and communication processes to ensure that other customers do not have to go through similar experiences. As for me, I will be looking elsewhere for the products I need. Despite this, I hope the company improves, as the product quality seemed promising.

Transformed Sleep Experience: A Rave Review for lumasleep.com

After a slight hiccup in my shopping experience with Luma Sleep, I can genuinely say that the quality of their products and customer service blew me away. Initially, I faced a delay in receiving my product due to overselling of a third-party item. However, what stood out to me the most was their impeccable customer service during this unfortunate situation. Despite the initial lack of communication regarding the delay, once I reached out to Luma Sleep through chat and expressed my concerns, their team was quick to respond and provide me with the necessary information. The transparency and honesty displayed in addressing the backorder issue left a positive impact on me. Even when I decided to cancel my order due to the extended wait time, the process was smooth and hassle-free. I truly appreciated the prompt response via email confirming the cancellation of my order. It's rare to come across such efficiency and professionalism in customer service. In hindsight, although there were delays and miscommunications, the way Luma Sleep handled the situation with grace and attentiveness has won me over as a loyal customer. The comfort and quality of their products combined with their exceptional customer care have transformed my sleep experience for the better. Thank you, Luma Sleep, for turning an initial hiccup into a shining example of excellent service.

All latex sleep system

I recently made the decision to try out the all-latex sleep system from lumasleep.com and I'm thrilled with the results. After just two weeks of using this mattress, I've noticed a significant improvement in my back pain, which had been bothering me for years due to sleeping on a ten-year-old mattress. What truly stood out to me, however, was the exceptional customer service provided by Luma. Upon receiving my order, I noticed a couple of small spots on the covers, likely due to the shipping process. When I reached out to Luma about this, they went above and beyond to promptly ship me replacement covers for both the base and topper, even though the topper only had a small spot. Their commitment to ensuring customer satisfaction truly made a lasting impression on me, and I am incredibly grateful for their dedication to providing a seamless experience. Overall, I couldn't be happier with my experience with lumasleep.com. Not only has the all-latex sleep system significantly improved my sleep quality and alleviated my back pain, but their outstanding customer service has also earned my trust and loyalty. I highly recommend Luma to anyone in search of a high-quality sleep solution backed by exceptional customer care. Thank you, Luma, for making such a positive difference in my life.

Transformative Latex Comfort: A Gateway to Pain-Free Sleep

Embarking on a journey with lumasleep.com, I delved into the world of the all-latex sleep system. As I embraced this new form of comfort, I was pleasantly surprised by the remarkable results it delivered. After merely two weeks of utilizing this innovative sleep system, a profound change washed over me. The relentless back pain that had plagued me for years began to dissipate, gradually fading into a distant memory. Previously accustomed to a decade-old mattress, the introduction of the all-latex sleep system marked a significant turning point for me. The rejuvenating properties of latex worked wonders, offering unparalleled support and comfort that tailored itself seamlessly to my body's needs. Upon receiving the package, I encountered a minor setback as a couple of imperfections adorned the covers. However, the exceptional customer service provided by Luma exceeded all expectations. They promptly responded to my concerns, going above and beyond to rectify the situation. Not only did they promptly dispatch replacement covers for both the base and topper, but they also displayed a level of care and attention that truly resonated with me. In conclusion, my journey with the all-latex sleep system from lumasleep.com has been nothing short of transformative. Not only has it elevated my sleep quality to new heights, but it has also alleviated my chronic back pain, granting me a newfound sense of well-being. This experience stands as a testament to the unwavering commitment of Luma towards customer satisfaction, making them a beacon of excellence in the realm of sleep solutions.

Unparalleled Support and Service

From the moment we decided to invest in a mattress pad from lumasleep.com, we were met with unparalleled support and service that truly set them apart. When we were notified of a slight delay in the delivery, we were impressed by the prompt and transparent communication provided by the company. Their consistent updates on the shipping process not only kept us informed but also showcased their commitment to customer satisfaction. As a result, our overall experience with both the product and the company has been nothing short of exceptional. We are thoroughly pleased with the quality of the mattress pad and equally grateful for the outstanding service we received. Thank you, lumasleep, for setting the bar high in customer care.

Above and Beyond: Lumasleep’s Exceptional Care Shines Through

From the moment I ordered a mattress pad from lumasleep.com, I knew I was in good hands. When a slight delay in delivery cropped up, the team at Lumasleep promptly reached out to inform me and continued to provide transparent updates on the shipping status. This level of proactive communication truly sets them apart. Not only was I impressed with their customer service, but the product itself exceeded my expectations. The quality and comfort of the mattress pad were evident from the first night's sleep. Lumasleep not only met but surpassed my needs, leaving me thoroughly pleased with both the product and the company. In a world where exceptional customer care is a rare find, Lumasleep shines brightly. Thank you for going above and beyond to ensure a smooth and satisfying experience. I can confidently say that Lumasleep has earned a loyal customer in me.

Review After Two Months of Ownership

After months of sleeping on our All-Latex mattress from Luma Sleep, I can confidently say that it has transformed our nightly rest. Our journey with Luma Sleep began with a conversation with Stefano, who took the time to truly understand our needs and preferences, offering thorough guidance and recommendations. It was clear that this company was invested in our satisfaction from the very beginning. Though we encountered some logistical hurdles with the white glove delivery, the exceptional setup and the immediate comfort of the mattress quickly made us forget any prior inconveniences. The sensation of the materials under my hands and the overall sensory experience were undeniably delightful, breathing new life into our nightly routine. The entire All-Latex system, including the mattress, topper, protector, and pillows, complements each other seamlessly. Opting for the medium-firm All-latex system assured that there was no feeling of bottoming out or sinking in the wrong places. It simply feels like the mattress knows exactly what you need, adjusting to your body effortlessly. As a side sleeper, I often struggled with numbness and discomfort, but with our new mattress, those issues were a thing of the past. The quality of our sleep significantly improved, leading to increased energy levels and a noticeable difference in our day-to-day lives. The impact of this mattress extends beyond just physical comfort. It has also enhanced the duration and quality of our sleep, evident through the increase in REM sleep and the frequency of dreaming – something I hadn't experienced for years. Even when staying at a hotel with previously loved mattresses, we found ourselves longing to return to the comfort of our own bed. This mattress has truly exceeded our expectations and has become an integral part of our lives. Paying for this mattress has become a small pleasure, as we wholeheartedly believe that it was worth the investment. If you're contemplating the switch to a Luma Sleep mattress, I urge you to take the leap. The positive impact on our sleep and overall well-being has been immeasurable. Thank you, Luma Sleep, for transforming our nightly routine and providing an unparalleled sleep experience.