Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  December 2023, I contacted customer service or warranty department about my matress over excess sagging. I tried to explain that my matress was not sinking when empty but, with the minimal weigh on it just sinks in parts of the matress. I sent pictures of a 25lbs, inch and a half weigh on the corner edge of bed and barely sinks, yet in the middle of the bed and other IMPORTAN parts of the bed where I sleep the same weight just gets swallow by the bed, imagine my 210 lbs body. Hmmm. They mention about maybe the bed frame can cause it or to lay it on the floor but I sent photos of the frame and laying the bed on the floor but it wasnt the problem since I have solid frames but still sinks. I rotate the bed regularly because it helps a bit but with in a day the foam just sinks again. The first couple years the bed was amazing but after that seems like the memory foam looses its strenth to hold weigh, the foam comes back to normal but it sags so easily to where my back hurts. I sent them photos of what they ask but he or she just said as long as it doesnt sag while empty theres nothing wrong but the foam lost its strenght to hold weight as I show them photos but I guess they dont care. I ended up placing carboard and a 2 inch memory foam from walmart over the matress to help with the sagging since it was hurting my back with all the sagging. I uploaded photos here so they can see how bad it sags, while on the edge where basically never use barely sags. You have to think I dont weight 25lbs. Thats how it was all around the first couple years. I hope they can replace my bed because it wasnt cheap to use for less than 5 years before it lost its MEMORY FOAM, not to mention I didnt use it for about a year when I moved out of state. It was in storage , yes it was laying dow the right way but even a year of no use, it went back to sagging with in couple days. My request number was ******. My order number *****. I hope we can come to a solution. Thank you.

  

  Business Response

  Date: 07/08/2025

  Thank you for bringing this to our attention, and we're very sorry to hear about the experience you've had with your mattress.
  
  We’re happy to revisit your warranty claim and work with you to ensure it’s been reviewed thoroughly. As part of our warranty terms, we cover visible sagging or indentations that measure greater than one inch in depth when the mattress is measured without any weight on it. This helps us determine if the materials are no longer providing proper structural support, rather than reacting normally to body weight.
  
  If it would be helpful, we’re more than happy to provide example photos and guidance on how to take a qualifying measurement for warranty purposes. We understand how frustrating this has been and appreciate the time you’ve taken to provide documentation and feedback.
  
  If you’d like to continue the conversation, you’re welcome to respond to the existing email thread if you still have it, reach out to us at **********************, or visit *********************** to start a new claim.

  Customer Answer

  Date: 07/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: i wouls like to be provide with example photos and guidance on how to take  qualifying photos. I have a king size bed and it not light but very heavy to be moving around .  
  
  
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 07/14/2025

  Thank you for bringing this to our attention, and we're very sorry to hear about the experience you've had with your mattress.
  
  We’re happy to revisit your warranty claim and work with you to ensure it’s been reviewed thoroughly. As part of our warranty terms, we cover visible sagging or indentations that measure greater than one inch in depth when the mattress is measured without any weight on it. This helps us determine if the materials are no longer providing proper structural support, rather than reacting normally to body weight.
  
  If it would be helpful, we’re more than happy to provide example photos and guidance on how to take a qualifying measurement for warranty purposes. We understand how frustrating this has been and appreciate the time you’ve taken to provide documentation and feedback.
  
  If you’d like to continue the conversation, you’re welcome to respond to the existing email thread if you still have it, reach out to us at **********************, or visit *********************** to start a new claim.

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a bed frame on November 5, 2021. I filed a warranty claim on approximately May 20, 2025, within the warranty period, because the slats are failing, causing the mattress to fall through. Despite MULTIPLE exchanges back and forth, in which I sent many, many, requested pictures and measurements (attached below), the claim was just inexplicably denied. After reading many similar complaints, including through the BBB, it seems clear that this is a pattern at Layla, and that they simply do not stand behind their products or honor their warranties. I was originally hoping for replacement slats, which I would still accept, but I am also willing to take a full refund. The bed is completely unuseable as is.

  

  Business Response

  Date: 06/04/2025

  Hi There,
  
  Thank you again for taking the time to share your experience, and we truly regret the frustration you've encountered while working through the warranty process. We understand how important it is to have a reliable and supportive sleep setup, and we appreciate your persistence in getting this resolved.
  
  We want to confirm that as of today, 06/04/25, your warranty claim has been approved. Once we received updated photos that clearly showed the measurements of the issue, we were able to move forward with approval right away, and an update was sent to you directly through your support ticket.
  
  We recognize that going back and forth to provide additional documentation can be frustrating, and we appreciate your patience throughout the process. In this case, the initial photo we received (attached below) didn’t clearly show the issue in a way that allowed us to verify whether it met the warranty criteria. We're including it here simply to provide transparency around how image quality can affect our ability to assess warranty claims.
  
  Because our warranty process is image-based, we rely heavily on accurate visual documentation to determine whether a claim qualifies for coverage. We never want anyone to feel that we're dismissing valid concerns, and we’re always happy to work with customers—just like we have here—to get the right materials in place for review and to provide a fair and acceptable outcome.
  
  We're grateful you followed up and allowed us the opportunity to resolve this. If there's anything more we can do to support you from here, please don’t hesitate to reach out.
  

  Customer Answer

  Date: 06/11/2025

  The company is not sharing the complete story - we sent so many pictures, without clear direction from Layla. (You know this, since I sent you the complete history.) More to the point, however, although the warranty claim is now magically approved, the slats that they claim to have sent almost a week ago *************************************************************************************** have not actually been received by ****** I followed up and they are "looking into it." 

  

  Business Response

  Date: 06/11/2025

  Hi Karen 
  
  Thank you for your feedback. We appreciate the opportunity to clarify the situation and provide transparency around the handling of your warranty claim.
  
  To clarify, the claim was approved after we received the necessary photo showing the required measurement (********). As outlined in our warranty terms, a clear and verifiable measurement is essential for us to properly assess and process a claim. For full transparency, we've attached all remaining photos associated with your claim that we have on file.
  
  We understand that the process can feel unclear at times, and we’re sorry if the guidance provided didn’t make the expectations as straightforward as they should have been. We truly value your patience and effort throughout.
  
  Regarding your replacement slat pack, I’ve also responded to your internal support ticket with the most up-to-date information. We’ve received an updated ETA from our fulfillment team and are monitoring the shipment closely to ensure it moves forward without further delay.
  
  Thank you again for your understanding, and we’re committed to seeing this through to a resolution.
  
  Sincerely,

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/12/24, I ordered a bed from Layla Sleep (order number *******). This order, my second in less than two years, included a platform bed (King,Qty: 1,SKU: *******-G,Size: King,Color: Gray Fabric) because the type of bed frame I had previously ordered was no longer available. Approximately six months later, one of the legs on the platform bed failed. Rather than complaining to Layla, we assumed this was a fluke, and my husband repaired the leg. A few months later, not only was that leg was failing again but also three of the remaining five legs were skewed. I was concerned that the warranty on the bed may have expired and was relieved to read on the Layla website that the Platform bed has a 5 year warranty that includes "Defects in material or workmanship." To me, having 4 of 6 legs fail in under a year strongly suggest an underlying defect. On 3/22/25, I contacted Layla, hoping to correspond with "Cody H," a very helpful support person with whom I had previously corresponded (regarding shipping issues). Instead, I was connected with "Peter" and eventually with "Taylor," who refers to themselves as a "Customer Experience Specialist." I dutifully filled out the online warranty claim and submitted 8 photographs showing the condition of the compromised legs. On April 4, 2025, I got a message back from Taylor saying that our photos demonstrated evidence of abuse of the product and that Layla would not honor the warranty. Further, they suggested that we could send them $195 for hardware to repair the defective legs! We are a couple in our 60s who use the bed for sleeping. We have no small children or pets to jump on the bed, and we do not put heavy items on it. We did not abuse the item an any way. I am insulted by the accusatory response from Taylor and shocked that they had the audacity to suggest that we send even more money so that we can repair their defective product. I fully expected a replacement and was disappointed and angry by the response I received.

  

  Business Response

  Date: 04/11/2025

  Hi *******,
  
  Thank you for reaching out and sharing your experience. I’m sorry to hear about the frustration with the outcome of your warranty claim.
  
  After reviewing the photos and details you sent over, our team determined that the damage didn’t appear to be caused by a defect in materials or workmanship. Because of that, we weren’t able to approve a replacement under our warranty terms. We know this wasn’t the resolution you were hoping for, and I’m sorry that we are unable to assist in that way.
  
  I’ve followed up on your internal support ticket with a resolution we hope feels more appropriate and helpful.

  Customer Answer

  Date: 04/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Four of six legs on the platform that I purchased to hold our Layla mattress are failing. The original response from the company was an accusation that the photos I sent reflect "use beyond regular wear and tear." My husband and I simply sleep on our bed. No one jumps on it, places heavy items on it, or abuses it in any other way. To me, sleeping on a bed reflects regular use and is not beyond "regular wear and tear." The company suggested I send them an additional $195 for hardware for us to repair the platform. I rejected this option. Having spend nearly $5000 for Layla products in less than two years, I am not inclined to send them even more. As a response to my complaint with the BBB, I received a statement that said the legs of the platform are not covered by the 5-year warranty with an offer to purchase said repair hardware for a discounted $100. I rejected this offer as well. In my opinion, the company should replace the defective platform. Minimally, they should have sent the repair hardware at no cost as a gesture of good will. They have simply accused us of abusing the product we purchased from them and asked us to send them additional money. I am now exploring other repair options. I hope that, at the very least, our experience will prevent others from receiving the same poor customer service that I have.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 04/16/2025

  Hi *******, 
  
  Thanks for getting back in touch. We’re truly sorry to hear that you remain disappointed. We did our best to offer support and presented several resolution options, including the discounted replacement parts that you mentioned, even though the issue fell outside of our warranty coverage. We understand this wasn’t the outcome you were hoping for, and we regret that we couldn’t come to a resolution that felt fair to you. Your feedback is important to us, and we’ll continue working to improve both our products and the support we provide.

  Best, 

  Customer Answer

  Date: 04/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  Dear Cody,

  You sold us a sub-par product and then expected us to pay you even more to obtain hardware to repair it ourselves. That does not fit my perception of good customer service. Even that might have been tolerable; however, your assessment that the platform bed was subjected to treatment "beyond regular wear and tear" was the most egregious part of this issue. My husband and I sleep in our bed. Beds are made for sleeping. Sleeping is what we use our bed for. I am insulted by your insinuation that we somehow abused your product. It is a poorly made product, which you should have replaced when it failed. Even simply providing the repair hardware would have represented a gesture of goodwill. Instead, you are willing to give up the goodwill of a customer who spent nearly $5,000 with your company for some hardware. In addition, you have insulted us, essentially calling us liars. I have no inclination or patience to do further business with your company, and I hope this message may spare others from this treatment.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 04/21/2025

  Thank you for getting back in touch and, again, we're genuinely sorry to hear about the disappointment regarding how this situation was handled - this was truly never our intent. I am also very sorry that the proposed outcome fell short of your expectations. While we may not be aligned on the specifics, we do respect your perspective and appreciate your feedback. It's clear you care deeply about the products you bring into your home, and we’re sorry this experience didn’t reflect the level of satisfaction we aim to provide.

  Thank you again for your past support and for giving us the opportunity to address your concerns.

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello
  I contacted Layla about their product warranty on the mattress. It has a life time warranty and after 5 years it is sinking in a variety of areas. Over the last month ,many email and more than 3 dozen pictures have been provided to them. Each time they asked for additional pictures with string tape measure etc.. these were all provided in the manner they requested. Last Monday I received an email stating that hey didn’t have any pictures and that they were not honoring the warranty. I have emailed them daily to ask further questions and resend pictures and have had no response at all from them now. I have emailed them that this was uncalled for and unacceptable that they were no longer even providing basic customer service and if it it continued I would be reaching out to you for further assistance.
  To be accused of not providing photos, and then ghosting me is not even slightly what this company is supposed to stand for.
  The only reason I can guess is that the pictures do show sagging past the 1 inch mark, which means they should be honoring thier warranty, but instead.. they have out right disappeared. I have called and emailed to no response at all from anyone in the company. Can you assist me in furthering my claimingband having them honor their posted warranty?
  Thank you

  

  Business Response

  Date: 01/21/2025

  Hi ******,
  
  Thank you for reaching out and sharing your feedback. I’m truly sorry for any frustration caused during the warranty claim process.
  
  We’ve reached a resolution for your case, and I’ve just sent an update via our existing email chain. Please don’t hesitate to reach out if you have any additional questions or concerns—we’re here to help.
  
  Cody H. 
  Layla Sleep 

  Customer Answer

  Date: 01/29/2025

  ***** ****** ******** **************************
  ***** ******** ******* *** **** **** **
  *** ********** ***********************
  ******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********

   

  Hello, 

  Layla honored their warranty after I contacted you. We have received the new mattress. 

   

  Thank you 
  Very much

   

  ****** *********

• Initial Complaint

  Date:09/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally submit a complaint against Layla Mattress regarding their handling of my recent order cancellation and the subsequent charge of a 10% restocking fee. I believe this practice is not only misleading but also unethical, particularly given their advertised policy of a “100% refund guaranteed.”
  
  On 9/20, I placed an order for a Layla mattress. However, within 30 minutes of placing my order, I decided to cancel it. Despite this timely cancellation, I was informed that I would still incur a 10% restocking fee.
  
  Layla Mattress prominently promotes a 100% refund guarantee on their website, which led me to believe that I would receive a full refund upon cancellation. This inconsistency between their advertised policy and the actual practices employed by the company raises serious concerns about their commitment to customer satisfaction and transparency.
  
  Charging a restocking fee under these circumstances is not only contradictory to their stated policy but also constitutes an unethical business practice. Consumers rely on such guarantees to make informed purchasing decisions, and this experience has left me feeling misled and frustrated.
  
  I urge the Better Business Bureau to investigate this matter further and hold Layla Mattress accountable for their practices. It is essential that consumers are protected from companies that do not uphold their advertised commitments.
  
  Thank you for your attention to this matter. I look forward to your prompt response.

  Customer Answer

  Date: 09/30/2024

  Full Name: ***** **** 

   

  

  Business Response

  Date: 10/01/2024

  Hi There, 

  Thank you for contacting us. I sincerely apologize for any frustration this situation may have caused.
  
  We do offer a 100% money-back guarantee on our products within the designated trial period if you're not satisfied. However, for cancellations, a restocking fee may apply. 
  
  I have followed up with additional details via our existing email chain and provided a link to our website, where you can review this specific policy.
  
  Once again, I apologize for any inconvenience caused. Should you have any further questions, please feel free to reach out.
  
  Respectfully, 
  Cody H. 
  Layla Sleep 

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order # ****** was placed on May 10, 2019, via laylasleep****. Order included: Free *** * *** Pillow × 2 $0.00 Layla Mattress - King × 1 $974.00 Layla Bamboo Sheets - King, Gray × 1 $200.00 Layla Foundation - King × 1 $369.00 Layla Topper - King × 1 $369.00 Layla Pillow - King × 2 $178.50 Layla Bed Frame - King × 1 $225.00 Layla Weighted Blanket - King × 1 $169.00 Total: $2,374.50 My wife reached out, regarding needing to file warranty claims for the above listed items via email to **********************, on Sat, Jan 27 at 11:09 AM, as directed, via the warranty filing process, on laylasleep****. The warranty claims were filed solely due to defects in each of the item's materials and workmanship that has greatly and without doubt compromised BOTH our sleep quality. The first email response reply to my wife was from Cody (Layla Sleep) - Jan 28, 2024, 2:07 PM: "'Thank you for getting back in touch! Given the volume of the order you can just reply here with photos of the damages/issues with; I was able to locate the order as well so, if the law tag is missing, a shot of the Layla tag will do just fine. The warranty covers manufacturing defects for replacement upon approval that falls within the warranty terms for each specific product ...' Cody H. Dream Team Manager" My wife then replied to Cody's email on Mon, Jan 29 at 11:18 PM: "Hi Cody, After 5 hours of pulling EVERYTHING APART, I got photos & video of the tags & damage. It was a pain, so I'm really excited for the replacements! Bed base/foundation (the part with the zippered cover & wooden slats) - slats are broken/breaking, cover is torn in multiple places ... Memory Foam mattress - MULTIPLE, deep tears in the foam & rips in the cover. Super disappointed. We are SUPER disappointed that FIBERGLASS kept coming out & getting all over our room. This was a hazard to our toddler!! The 2 weighted blankets have holes and tears in the seams; all the sheets are coming apart in multiple places and have holes, as well. The 2 Layla King-sized pillows have come apart at the seams and the foam has bunched so badly, we cannot sleep on any of them; the same goes for the 2 *** * *** Pillows." Photos were provided, as well as videos were offered to be sent, by my wife, to prove the damage to each of the above-listed items. As stated, this entire process absolutely FILLED our room with fiberglass, proved extremely challenging and inconvenient and also a hazard to our 2 year old son." On Tue, Jan 30 at 2:24 PM, Cody H. replied: "'Hi, Thank you for getting back in touch & for providing these photos! I’ve forwarded your claim to our Warranty Processing team for evaluation. Once we receive an update from them, we will be back in touch to advise you of their findings or to request additional information if needed. Thank you for your patience during the claims process; we should have an update for you within 2 business days. If you need anything in the meantime, don't hesitate to reach out!" Best, Cody H. Dream Team Manager' The next email from Cody H. was received Wed, Jan 31 at 8:34 AM: "'Hello, I hope you have been well! Thank you again for your patience during the claims process. Your warranty claim has been partially approved. Please confirm your shipping address for me so I can have the below replacement items processing right away. Bamboo Sheets - both sets ***** Pillow x1 - we were able to approve the pillow that had the stitches coming apart at the corner Foundation The other items that were claimed we weren't able to approve as the damage seems to be from use and not the result of a manufacturing defect. Please review our warranty policies and our terms and conditions. If you have any questions or concerns moving forward, please do not hesitate to ask." Respectfully, Cody H. Dream Team Manager' However, when both my wife and I went back to read the original warranty policies AND terms & conditions, which are currently on their websites (as we have screenshot proof, as of 05/08/24), they state: "Warranty: Layla Sleep® Inc. warranties that Layla® brand products will be free from defects in material and workmanship that may compromise sleep quality for the life of the product ...Fewer than ten years after the original purchase: Layla® will replace any defective Layla Sleep® mattress (subject to the limitations hereunder) with a brand new Layla Sleep® mattress of equal or greater value at absolutely no charge to you Mattress Manufacturing Defects are solely as follows: Memory Foam Mattress - Lifetime Warranty - Seams coming apart ... splitting or cracking of the foam ... (*************************************************************************************************) ... Warranty Performance: We will repair or replace the defective mattress or the defective component(s) of the mattress ... 4 ***** Pillows - 5 Year Warranty - Defects in material or workmanship: Stitching or seams coming apart, flattening or changing of the shape of the pillow (beyond normal use), or the fading of cover colors. 2 Weighted Blankets - 5 Year Warranty - Defects in material or workmanship: Stitching or seams coming apart, and rips or fraying that are not a result of abuse." Cody clearly disregarded our warranty rights, guaranteed for "defects in material or workmanship for the above items. Instead, he counters by saying, "***** Pillow x1 - we were able to approve the pillow that had the stitches coming apart at the corner" ... when there should be 4 replacements, which we sent photos of - ALL 4 having the exact same damage. Cody never address the 2 weighted blankets. And the memory foam mattress has a LIFETIME warranty, which covers "Seams coming apart ... splitting or cracking of the foam (*************************************************************************************************)." "What does the Layla® Mattress Lifetime Warranty cover? The Layla® Mattress Lifetime Warranty covers sagging (more than 1”), loss of shape, splitting or cracking of the foam, and loss of mattress height. The warranty is only valid for customers who have purchased their Layla® Mattress directly from our website (****************************)." Once again, their Terms & Conditions state: "Warranty: Layla Sleep® Inc. warranties that Layla® brand products will be free from defects in material and workmanship that may compromise sleep quality for the life of the product. (********************************************)" The issues we experienced have been occurring for years, since we got the products, and since we're near the end of our warranty, we want to take advantage of replacements, before our warranties run out, since each one of the products purchased were NOT free from defects in material and workmanship and certainly DID compromise our sleep quality for nearly the ENTIRE life of the product. Considering our mattress is a LIFETIME warranty, then it's certainly covered for a LIFETIME. Based on reviews from countless other customers Layla has scammed, it's very clear that if there's ever an issue with mattresses, Layla says, "(we) weren't able to approve as the damage seems to be from use and not the result of a manufacturing defect," simply claiming that the LIFETIME warranty on the mattress is not voided by clear cracks and tears in the seams, which we provided photos of, which was not due to us, but rather directly due to a result of a manufacturing defect AND poor workmanship. Given that our warranty period is nearly completed, we expect full replacements for ALL the items we submitted warranty claims for, no questions asked, as promised, via warranty terms & conditions AND FAQ's AND warranty policies. We will not be satisfied nor consider the terms & conditions nor the warranty policies honored by Layla, should Layla give a PARTIAL replacement, in ANY way, including if they claim the warranty wasn't filed within the 5 years of warranty conditions, should they choose to delay responding to this scam allegation, to cause our warranty to expire, as they have with many other customers. Should our requests not be honored, we have already written scathing reviews, which we will continually be posting on Layla's social media accounts, especially considering the Memorial Day customer base, which should be put on notice, regarding Layla's lies and outright dishonesty of NOT honoring their own warranty and terms & conditions policies.

  

  Business Response

  Date: 05/15/2024

  Hi James, 

  Thank you for getting back in touch and I'm very sorry about the continued frustration regarding this claim. I've responded to your latest warranty request via email with the best resolution for your claim and I look forward to hearing back from you! 

  Respectfully,  

  Cody H. 

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/11/23, we spent $2,558.13 thru Layla cal king mattress and bed foundation. The mattress springs are making horrible noises and my husband and I wake up feeling like we got hit by a train each morning, I sent pictures and well as videos to Cody, Dream Team manager and Layla and the response received today was: Hello *****,
  
  Thank you for contacting us and submitting your warranty claim below associated with your Layla product(s). I'm very sorry to hear about the concerns taking place.
  
  After reviewing the videos provided, unfortunately, your product(s) current conditions do not fall under the warranty terms associated with your product for replacement at this time. Please review our warranty policies and our terms and conditions.
  
  I'm sorry for any frustration this may cause. If you have any questions or concerns or would like to submit additional photos, we would be happy to review your claim further at that time.
  
  Respectfully,
  --
  
  Cody H.
  Dream Team Manager

  

  Business Response

  Date: 04/08/2024

  Hi *****, 

  Thank you for reaching out and I'm very sorry about any frustration caused by your warranty claim. You can review our warranty terms here ********************************************. Upon reviewing your claim, the images provided don't reflect anything that falls under these terms to warrant replacement. 

  Again, I'm very sorry for any frustration caused and if you have any questions, don't hesitate to reach back out. 

  Best, 

  Customer Answer

  Date: 04/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it’s a fairly new mattress and the mattress is extremely noisey and the springs are hurting our backs and this isn’t covered by warranty? 
  
  
  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 04/08/2024

  Hi *****, 

  Thank you for getting back in touch. You can review what is covered under the warranty here ********************************************

  Respectfully, 

  Cody H. 

  Layla Sleep

• Initial Complaint

  Date:01/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Per warranties on LAYLA SLEEP website, all items from Order# ******, that was placed on May 10, 2019 - I have uploaded photos for EACH item. ALL items fit the terms & conditions that the warranty for each item covers, re. types of damage.
  I see that on previous customers' reviews, Layla refuses to acknowlege any damage & just simply ships ONE new pillow or ONE sheet set, when the warranty claim is 100% COVERING the damage it said it would. This is what Cody H., Dream Team Manager said to me, after providing over 50 PHOTOS & taking 7 HOURS to go through every single item & take the mattress cover off & flip it. Also ... there was FIBERGLASS (their "premium fire deterrent") ALL OVER THE MATTRESS & FLOOR, WHICH ENDANGERED OUR TODDLER!
  Here was Cody's response:
  Cody (Layla Sleep)
  
  Jan 31, 2024, 8:34 AM MST
  
  Hello ******,
  
  I hope you have been well! Thank you again for your patience during the claims process. Your warranty claim has been partially approved. Please confirm your shipping address for me so I can have the below replacement items processing right away.
  
  Bamboo Sheets - both sets
  Kapok Pillow x1 - we were able to approve the pillow that had the stitches coming apart at the corner
  Foundation
  
  The other items that were claimed we weren't able to approve as the damage seems to be from use and not the result of a manufacturing defect. Please review our warranty policies and our terms and conditions.
  
  If you have any questions or concerns moving forward, please do not hesitate to ask.
  
  Respectfully,
  --
  
  Cody H.
  Dream Team Manager
  
  I will NOT accept any other resolution than coverage, per warranty conditions, as demonstrated by over 50 photos for ALL ITEMS IN THE ORIGINAL ORDER #Order# ******, that was placed on May 10, 2019.
  I refuse to accept the current offer of sheets & 1 pillow, when ALL ITEMS IN THE $2,374.50 order was damaged, PER WARRANTY POLICY & TERMS/CONDITIONS.
  You can ship them to:
  ****** ** ****** *** * *** ** **** *** ******** ** *****

  

  Business Response

  Date: 02/06/2024

  Hi ******,

  Thank you for contacting us and providing your feedback associated with your recently filed warranty. I am very sorry for any frustration caused by the outcome of your claim. Upon review, we are happy to replace the items in the claim that do fall under the warranty terms for replacement as discussed; those items being one Kapok Pillow, two Bamboo Sheet sets, and the Mattress Foundation. Unfortunately, the damage to the other items do appear to be from use and not a result of a manufacturing defect or flaw in the workmanship, so we are unable to replace the other products associated with your claim. If you'd like us to replace the approved items, please respond to our existing email conversation to confirm this or write in to ***********************   

  Respectfully, 

  Cody 

  Layla Sleep

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the mattress in January 2018. It was a little hard when we first got it, we contacted Layla and they sent us a sheet of softer foam. No cover on it, just a sheet of foam. But it worked. and it helped for a while. Now the bed is VERY soft on both sides. It has lost it's firmness. It also is sagging/indented in the spots where we sleep, which you feel when you lay on it more than you can see. I contacted Layla numerous times about this, starting 1/1/22. We emailed back & forth and they kept wanting more information - such as pictures of the foundation, mattress, tags on the mattress, pictures showing the mattress with a bowling ball on it in different places, pictures with a string across it, pictures with a ruler, etc. They also had me try sleeping on it on the floor. All of this took a while to do what they wanted each time, with having to take off the mattress covers etc, so this went on a for a long time. I sent all of the pictures to them through email. I think I finally sent them every thing they requested in September 2023. They have now stopped responding. I think they ran out of things to have me do!
  I tried to file a claim through their website since nobody was responding to the original one, but I went around & around with a bot that could not help me. I ended up emailing them through the the website. I received an automated email that said that someone would respond in 3 days. That was 10/31/23. It is now 12/11/23. I have sent a couple emails since then, asking for help or an update. I have received no response.
  We are waking up with backaches almost every day because of the loss of firmness and support. We are sleeping with hunched up backs due to the lack of support. It's awful. The warranty is a lifetime warranty and I have had the mattress for less than 5 years.

  

  Business Response

  Date: 12/12/2023

  Hello ***,

  Thank you for contacting us and providing your feedback associated with your recently filed warranty claim. I'm very sorry for the lack of communication in response you received to this claim. 

  Unfortunately, due to the timeframe of your mattress purchase, we cannot issue you a full refund. To proceed, however, I'm happy to have a replacement Queen-size Memory Foam Mattress shipped to your home and I have sent you an email to ***************** to coordinate this shipment.

  Please respond to my email at your earliest convenience and I will be happy to have your replacement sent immediately! If you have any questions or concerns moving forward, please do not hesitate to ask.

  Respectfully,
  Taylor
  Layla Sleep

  Customer Answer

  Date: 12/13/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** *******

• Initial Complaint

  Date:11/03/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am deeply disappointed with the quality and comfort of the pillow. It has failed to meet even the most basic standards of comfort and functionality, and I am finding it impossible to get a good night's sleep with it. I reached out to customer service multiple times about returning the pillows. Each time they wanted me to try different things (ie put the pillows in the dryer or massage the pillows or need to sleep on in longer). They purposely delayed me returning the product. Then I was told my return period expired. I tried returning before the deadline, they wouldn't let me. I also noticed this company suppresses negative reviews of their products online which deceives the consumer.

  

  Business Response

  Date: 11/06/2023

  Hello ******,

  Thank you for submitting your feedback below associated with your recently purchased Layla ***** Pillows. I'm very sorry to hear about the discomfort you are experiencing and I'm sorry for the frustration associated with your communication you had with our team. After reviewing your order, I see that your trial period for returns ended on 09/13, 30 days after delivery was completed, and your return inquiry was not started until 9/30. Unfortunately, with this being said, we cannot process a refund for your purchase. 

  Please rest assured, your Layla ***** Pillows come with a 5-year warranty for any defects in material or workmanship and I would be more than happy to review any claim and photos submitted for replacement if approved! You can submit a warranty claim at **********************

  if you have any questions or concerns regarding this, please do not hesitate to contact me directly at **********************. I'm happy to help!

  Thank you,
  Taylor
  Layla Sleep

  

  Business Response

  Date: 11/06/2023

  Hello ******,

  Thank you for submitting your feedback below associated with your recently purchased Layla ***** Pillows. I'm very sorry to hear about the discomfort you are experiencing and I'm sorry for the frustration associated with your communication you had with our team. After reviewing your order, I see that your trial period for returns ended on 09/13, 30 days after delivery was completed, and your return inquiry was not started until 9/30. Unfortunately, with this being said, we cannot process a refund for your purchase. 

  Please rest assured, your Layla ***** Pillows come with a 5-year warranty for any defects in material or workmanship and I would be more than happy to review any claim and photos submitted for replacement if approved! You can submit a warranty claim at **********************

  if you have any questions or concerns regarding this, please do not hesitate to contact me directly at **********************. I'm happy to help!

  Thank you,
  Taylor
  Layla Sleep

  Customer Answer

  Date: 11/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response:

  Dear Taylor,
  
  Thank you for your prompt response and for reviewing my case. While I appreciate your offer to assist with the warranty claim, I must express my disappointment in the inability to process a refund for my purchase.
  I understand that the trial period for returns ended on 09/13, 30 days after delivery was completed, and you claim my return inquiry was initiated on 9/30, which falls outside the stated time frame for returns.  However, I reached out to your company on Thursday August 24th.  Your customer service agent said I didn't give the pillow enough time and told me to massage the pillow.  I tried that and it didn't work.  Then I reached back out a week later, I was then told to put the pillow in the dryer.  
  
  However, I'd like to emphasize that my dissatisfaction and discomfort with the Layla ***** Pillows only became apparent after using them for a longer duration.  I keep your company in the loop from the beginning and tried all your remedies.  I am disappointed that you used the last time I reached out to your company for return but I tried to return it much earlier (since Aug 24t)

  Please let me know if there's any possibility of revisiting this decision, as it would greatly contribute to my satisfaction as a customer. I truly hope we can find a resolution that leaves both parties satisfied.

  Thank you for your understanding, and I look forward to your response.
  

  Sincerely,
  *** ******
  
  
  
  
  
  

   

  Customer Answer

  Date: 11/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response:

  Dear Taylor,
  
  Thank you for your prompt response and for reviewing my case. While I appreciate your offer to assist with the warranty claim, I must express my disappointment in the inability to process a refund for my purchase.
  I understand that the trial period for returns ended on 09/13, 30 days after delivery was completed, and you claim my return inquiry was initiated on 9/30, which falls outside the stated time frame for returns.  However, I reached out to your company on Thursday August 24th.  Your customer service agent said I didn't give the pillow enough time and told me to massage the pillow.  I tried that and it didn't work.  Then I reached back out a week later, I was then told to put the pillow in the dryer.  
  
  However, I'd like to emphasize that my dissatisfaction and discomfort with the Layla ***** Pillows only became apparent after using them for a longer duration.  I keep your company in the loop from the beginning and tried all your remedies.  I am disappointed that you used the last time I reached out to your company for return but I tried to return it much earlier (since Aug 24t)

  Please let me know if there's any possibility of revisiting this decision, as it would greatly contribute to my satisfaction as a customer. I truly hope we can find a resolution that leaves both parties satisfied.

  Thank you for your understanding, and I look forward to your response.
  

  Sincerely,
  *** ******
  
  
  
  
  
  

   

  

  Business Response

  Date: 11/06/2023

  Hello ******,

  I appreciate your response regarding your inquiries associated with your Layla ***** Pillows. I completely understand and I'm very sorry for the frustration regarding your communication with our team. After further review, unfortunately, I do not see your communication from August 24th.The communication that I do see taking place was from August 11th regarding the shipment of your order and September 30th for your requested return. 

  With this being said; even though the ***** Pillows were not a good fit for you, we want all our customers to leave with a pleasant experience! Therefore, as a one-time courtesy I have gone ahead and processed your refund in full for your purchase in the amount of $189.21. Please donate, gift, or dispose of your ***** Pillows at your earliest opportunity. 

  If you have any additional questions or concerns regarding this, please do not hesitate to reach out or contact me directly at ********************** and I'll be happy to help!

  Thank you,
  Taylor
  Layla Sleep

  

  Business Response

  Date: 11/06/2023

  Hello ******,

  I appreciate your response regarding your inquiries associated with your Layla ***** Pillows. I completely understand and I'm very sorry for the frustration regarding your communication with our team. After further review, unfortunately, I do not see your communication from August 24th.The communication that I do see taking place was from August 11th regarding the shipment of your order and September 30th for your requested return. 

  With this being said; even though the ***** Pillows were not a good fit for you, we want all our customers to leave with a pleasant experience! Therefore, as a one-time courtesy I have gone ahead and processed your refund in full for your purchase in the amount of $189.21. Please donate, gift, or dispose of your ***** Pillows at your earliest opportunity. 

  If you have any additional questions or concerns regarding this, please do not hesitate to reach out or contact me directly at ********************** and I'll be happy to help!

  Thank you,
  Taylor
  Layla Sleep

  Customer Answer

  Date: 11/07/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Customer Answer

  Date: 11/07/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******