Layla Tracking Order Status

I purchased this mattress after doing my thorough research. It was rated highly online and had good youtube reviews as well. After a year into my purchase, i started to notice that one side of the mattress started to deflate/ memory foam sagging. I rotated the mattress every 6 months and did not pay much attention but after 3 years., i started to notice that the sagging kept getting worse and worse including the middle of the mattress started showing signs of cracking. I now started to wake up with back pain. I contacted the warranty department and informed them of my findings. The lady who i would speak to on the chat, stated to send me a picture but with measurements. I went ahead and measured the mattress sag which was above 1.5 inches. A different person now responded stating that they are sorry about the miscommunication but we need more pictures and the pictures that i sent did not qualify. Their warranty individual did notice that the mattress did look deformed and the sag is very apparent but they refused to help. The warranty claim teams kept findings reasons to reject the pictures that i sent them and it almost seemed like their job was not customer satisfaction or support the quality of their product but to ensure that no claims ever get processed and the company never has to replace/ repair anyone's mattress. I had such a horrible experience communicating with them regarding my mattress and i really do not want anyone else to have similar experience. Buy any other mattress but layla. I am a physician and I wake up daily now with painful neck and back as I sink in this mattress nightly. That was never an issue with any other mattress I have had in the past.

Sure, customer service is real nice. But the product is JUNK JUNK JUNK. The firm side has you sinking halfway through it. The company robs you of 3" by sending out KING size mattresses that are only 76x 77. Helix did the same thing except their King size was 80 x 73! This problem seems industry-wide - it's time for a class action for the all the wasted time and energy. These thieving companies rely on consumers being too tired and overworked to measure their mattresses and/or return them. Screw em! CLASS. ACTION. NOW. Who's with me? Come on... where are all the good lawyers at, let's get this going and teach these lyin' companies a lesson... UPDATE: Customer service actually stated via phone that it was "offensive" that my review says the company is "robbing" consumers. You know what's offensive? Utter lack of Quality Control. That's what's really offensive and far more important than the "feelings" of a customer service rep for Layla. You see, if there was any sort of QC process, then mattresses that are 3 INCHES (!) shy of correct size would not be shipped, alleviating this issue before it can be occur. Being proactive is the answer, not reactive. As stated previously, this incorrect sizing issues seems to be industry-wide. It's a fairly common scam by mass production companies to save $ and lower costs. So I don't believe this was a mistake or "human error" - no, it was intentional.

I ordered a Layla Queen foam mattress online since I couldn't test it out in any stores and Layla has a 120 days trial/return policy. Online ordering was easy and mattress came rolled up in a box within a few days. Setup was easy if you have someone to help carry the box and unroll it on a box spring. The mattress had a strong odor and lingered for a couple of weeks, but the mattress expanded quickly. My first night was OK, but the mattress started sagging on the edge of the side I was sleeping on, so I was sliding off the bed. After a couple of days, the mattress continued to sag and I woke up with neck and upper back pain that I never had with my old mattress. Layla customer support was easy to reach and friendly when I reported my issue, but my followup with another agent was such a hassle when she gave me crazy instructions to start measuring the saggy side with weights and yarn since the photos I sent them could not show any visible sagging. Luckily, I was still within my trial period so I quickly decided it was easier to return the mattress instead of having to prove they sent me a defective mattress! The return process could be smooth and simple, but they made me call local charities to try to donate my mattress, which of course is an issue when I know charities near me do not accept used mattresses! After my time and effort was wasted, Layla support finally schedules a free pickup using LoadUp! I am now waiting anxiously for my full refund!

Terrible customer service. I bought 2 kapok pillows from them and received them in March.less than 5 months later the pillows lost 1/3rd of their loft. We tried Layla’s fix and the night after the problem was the same. They seems to think a 3” loss in loft is an acceptable amount and refused to stand behind their product. I tried to contact a manager and got the run around. So disappointing