Posting my Luxi mattress review so that others won’t make the same mistake that I made.
I liked the idea of being able to customize our mattress at home by moving around the various layers and the 1000 night guarantee so I ordered a Luxi. The shipping and delivery were just fine and the unboxing was simple.
The mattress arrives in the “medium” configuration which was extremely soft after unboxing but I know that it takes time for the foam to regain it’s strength so I let it sit for a couple of days. Tried the mattress again and couldn’t believe how soft it was. Sitting up on the bed was difficult because of how far my hips sank down. I’m 5’11" and 165lbs.
I rearranged the bed into the “firm” configuration on both sides and tried again. It was better but NOWHERE NEAR what I would call firm. It was medium, at best. My fiancee who weighs 102lbs agreed that it was too soft. It was substantially softer than our 3 year old Sterns and Foster hybrid mattress (called the Ava Rose, I think) that we purchased from a local MW.
Calling Luxi was a waste of time as they only have one employee in Customer Service. Her name is Jessica and she only works part time. Since I had paid through Paypal, I started a complaint process and was finally contacted by the owner. We spoke on the phone and he assured me that my mattress was defective and would send out a new one if I agreed to give it a try. I agreed but stated that it had to arrive within 8 days because I was leaving the country for 4 weeks. He said that wouldn’t be a problem and would ship it out that same day. 5 days later and no mattress, I contacted Luxi to get a tracking number. Still no answer of the phone and an email took forever to be replied to. When it did arrive, I was told that my mattress hadn’t shipped out yet. I replied back to cancel the order and refund my money.
The owner called me again and claimed to have never agreed to ship that day. When I informed him that I had recorded our initial phone call, he said that he must have just forgotten. I again asked for a full refund as they state that they have a no questions asked return policy. The owner refused to provide a refund as he felt like Luxi did “everything in their power” to provide a great mattress. This is after the owner had informed me that he was sure that my mattress was defective.
I ended up just filing a complaint through Paypal and got my entire purchase price refunded by them. Luxi never issued my refund.
Luxi seems to be an incredibly soft mattress that’s produced by a scam artist who works almost entirely by himself and refuses to honor the warranty as stated on the website. I would highly recommend that people avoid Luxi at all costs.
I may try the Nest Hybrid Latex Firm next but I’m very put off by the whole mail-order mattress scam at the moment.
Kobayashi,
I’m sorry you had such an unpleasant experience! Hopefully after doing some additional research of the Nest mattress you’re interested in, your faith in online mattress shopping will be restored.
I know some of the members here have gotten recommendations from Phoenix regarding reputable mattress makers in their area – have you gone that route yet? Depending upon where you live, perhaps there is a local company you could check out.
While I certainly don’t mind you posting here on the forum, it would be much more helpful if you would stay inside of the rules of the forum and post information that is more accurate and educational, as opposed to ad hominem attacks and broad brush statements that are rarely helpful, and are instead meant to “recruit an army” to your feelings, beginning with the inflammatory title of your post.
Regarding the comfort of the mattress you chose, if it doesn’t meet your definition of “medium” or “firm” and isn’t a match for you, it has nothing to do with the quality of the product, materials or design, only that the product wasn’t to your liking and wasn’t appropriate for your PPP (Posture and alignment, Pressure relief, and your own Personal preferences). This is part of the “risk” of making a purchase online and the reason many online companies allow for returns or exchanges (Luxi does ask that you try the product for at least 30 nights), which should be part of anyone’s personal value equation when making an online purchase.
And while I wasn’t a part of your phone conversations and there’s only one side presented here, I am very happy that you were able to gather your refund.
Your statements about the brand (and online industry) being a scam, and personal attacks about individuals of whom you have no real knowledge, are both inappropriate and inaccurate, and do nothing to assist others here on the site or strengthen your argument. The goal of this forum has always been to educate and inform people and help them with the “how” to choose, not “what” to choose. Unfortunately, the internet is full of consumers who feel they are entitled to take the opportunity that anonymity givens them to make unsubstantiated claims or unreasonable comments (implied or explicit) about a business simply because a product doesn’t suit their need or because a business makes a mistake, and somehow feels that the fact that they have an emotion or have been inconvenienced justifies such. This site does not serve as that platform, and is one of the many reasons this is not a “review” site.
I do wish you good luck in your mattress search, but in lieu of your previous experience and stated predisposition, you may be best suited to stay with something more local where you may test it out in person and compare to other offerings in “real time”.
Sure did. It would have been fine if the mattress simply hadn’t worked for me but the constant lies from the owner of Luxi as well as the unresponsive customer service “department” were simply too much to ignore. Their refusal to honor their own 1000 night money-back guarantee needed to be documented on this site.
Phoenix, I read all of the rules. Please point out EXACTLY what rule I’ve broken. Everything that I posted was both accurate and educational. I have no interest in “recruiting an army.” LOL
Pointing out the misleading and inaccurate information from your previous post has already been done, and in this case would be pointless. While I have no doubt in your belief of your opinions, I think that anyone reading through your posts can take the time to form their own conclusion as to the veracity of your statements. Attempting to aggrandize the situation (“needed to be documented”) further points to an agenda, and while you’re welcome to post on other subjects, further trolling will leave me no choice but to curtail your posting privileges here.
