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:09/19/2023

  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.

  In June of 2020 my wife and I ordered a queen sized Layla hybrid mattress. When we got the mattress we started using it on the soft side and we were surprised how much we loved it! About 18 months into using the mattress we both started to be in pain when waking up in the morning. We could tell the mattress was not as supportive as it used to be. We were able to flip the mattress to its firm side and we started to enjoy the mattress again. About a year after that point we again started waking up in pain. We tried rotating the mattress but nothing helped for very long. We are both small adults and we are incredibly disappointed that the Layla hybrid mattress only lasted us three years. There’s no noticeable sagging, but it is obvious when you lay on the mattress that the support that was there is no longer present. Their website states “Love it or your money back. Period. No hassles, no return fees. If you are not getting the best sleep of your life, we will refund 100% of every penny you paid.” I submitted a warranty request on September 11th, 2023 and was told I would hear from a representative within three business days. It has been over a week and still no one has reached out to me. I am requesting my full refund as stated on Layla’s website or simply a replacement mattress in hopes that I received a defective product.

  

  Business Response

  Date: 09/21/2023

  Hello *****,

  Thank you for reaching out and submitting your feedback regarding your Layla Hybrid Mattress. I'm very sorry to hear about the discomfort you are currently experiencing and I'm happy to try to help resolve this. I do see that you submitted a warranty claim on 09/11 with a few pictures. I sent you a response, also on 09/11, requesting additional details and photos to proceed further with your claim. It seems you may have not seen my response, so please be sure to check your spam folder. Once this information is received, I will immediately review to see if the claim can be approved for a warranty replacement.

  Regarding the "Love it or your money back guarantee" you located on the website, this pertains to the 120-night trial period. At this time, with your mattress being purchased in 2020, it is past the 120-night trial period and no longer eligible for a refund.

  Please rest assured, your Layla Hybrid Mattress comes with a 10-year warranty for sagging (more than 1”), loss of shape, splitting or cracking of the foam, and loss of mattress height and we are happy to help should any of these concerns occur.

  If you cannot find my response back from 9/11, please do not hesitate to reach back out to me directly at [email protected] and we will continue working on the warranty claim.
  

  Thank you,
  Taylor
  Layla Sleep

  Customer Answer

  Date: 09/27/2023

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

  My wife and I are still experiencing a lot of back pain due to the defective product. I have requested a replacement of the mattress during our email exchanges and have yet to hear your response. Your website still states “If you are not getting the best sleep of your life, we will refund you 100% of every penny you paid.” It states this without condition or reference to a specific period of time. If you cannot offer an exchange then we would like a refund because we are far from experiencing the best sleep of our lives. 

  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 09/29/2023

  Hello *****,

  Thank you for your follow-up to our response regarding your recent feedback. I have responded to our most recent communication today regarding the next steps to proceed with your mattress replacement. If you have any questions or concerns regarding this, please do not hesitate to ask.
  
  Thank you,

  Taylor
  Layla Sleep

  Customer Answer

  Date: 10/02/2023

  
  
  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:07/11/2023

  Type:Sales and Advertising 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 a dog bed and the lower base cover has shrunk even though I have followed the washing instructions. Upon requesting a new one(to purchase) I was told to throw out the existing and spend nearly $200 on a new one.

  

  Business Response

  Date: 07/11/2023

  Hello ******,

  Thank you for submitting your feedback regarding your recent concerns with your Layla pet bed cover; I'm sorry for the experience you received when contacting our team. I'm happy to help resolve this for you!

  As a one-time courtesy, I'm happy to have a replacement medium-size pet bed cover shipped to you at no cost. In order to proceed, please confirm your shipping address and I will have this sent out immediately. If you have any further questions or concerns, do not hesitate to contact me directly at *********************.

  Thank you,

  Taylor

  Layla Sleep

  Customer Answer

  Date: 07/12/2023

  
  
  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:05/30/2023

  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.

  Layla sold us a bed and guaranteed the best sleep we've ever had. the mattresses started to feel droopy about 2 years after we started sleeping on them. They gave us a lifetime warranty when we bought them. once we started feeling this inconsistency underneath our bodies, we contacted them. Layla said they were sorry and agreed to replace one of the two mattresses. Then they asked if we could provide pictures, they would fulfill our valid warranty. after giving them pictures they wanted more and even more pictures. then they wanted pictures with gym weights on the bed. Then they wanted pictures of string held along the bed. not only do we not have gym weights. Such inanimate objects cannot articulate the feelings of sinking and inconsistency beneath us.
  We filed a complaint with the company, but they just keep giving us the run around and sending surveys about their customer service that they don't reply to. We believe that this company is potentially practicing unsavory business ethics. We spent thousands of dollars on these beds and even though they should honor the lifetime warranty, we're going to have to just throw them away.

  

  Business Response

  Date: 06/29/2023

  Hello ****,

  Thank you for submitting your feedback in regard to your recent warranty claim experience for your Memory Foam Mattresses. I'm very sorry for your frustration with our warranty process. I'm happy to ensure this is taken care of for you promptly. I have requested that two one-time courtesy replacement Twin XL Memory Foam Mattresses be shipped to your home immediately and within the next 24 hours, you will receive a confirmation email with your replacement order details. Once again, I'm sorry for the frustration behind this; if I can be of any further assistance at any time, please do not hesitate to contact me directly.
  

  Thank you,

  Taylor
  Layla Sleep

  Customer Answer

  Date: 06/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Upon thought and discussion with my wife, I would rather not potentially be faced with the same problem in the future, rather I would prefer to get a spring filled King hybrid and be willing to pay the difference of cost please. 
  
  
  
  Sincerely,
  
  
  
  **** ****

  

  Business Response

  Date: 07/07/2023

  Hello ****,

  Thank you for your response regarding your request to upgrade to the Hybrid Mattresses rather than the Memory Foam. I'm happy to have an invoice sent over to you for the cost difference and have the delivered Memory Foam Mattresses collected from your home. I have sent you a separate communication to your email, **************** to proceed further. If you have any questions or concerns, please do not hesitate to respond back to me directly. 

  Thank you,

  Taylor
  Layla Sleep

  Customer Answer

  Date: 07/12/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  that is a bit out of our price range. We could only afford three hundred something right now. so, i guess we'll just keep what we have. thanks.
  
  Sincerely,
  
  
  
  **** ****

  

  Business Response

  Date: 07/17/2023

  Hello ****,

  Thank you for your response. I am communicating with you separately to have your King Hybrid Mattress delivered to your home. If you have any further questions or concerns, please do not hesitate to respond directly to my communication. 

  Thank you,

  Taylor
  Layla Sleep

  Customer Answer

  Date: 07/24/2023

  
  
  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:04/17/2023

  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 purchased the mattress on 11/25/2022. I received the mattress on 12/3/2022. I attempted to return the mattress on 4/10/2023. I was told I missed the cut off which was 4/2/2023. I paid $1899.00 for the mattress. The mattress was not slept on daily and therefore it took some time to discover how poorly made the mattress is. When I contacted them about the mattress they suggested I flip the mattress or change pillows. I explained that I had already tried these things and even tried rotations the mattress. This is my mistake. Rather than try and problem solve the mattress I should have initiated the return sooner. This trial and error of adjustments wasted time and I ended up initiating a return 8 days after the cut off. Reasons for initiating the return was the edges drooped, there were indentations where my husband and I slept and a rise was left in the center of the mattress. Also there is a great deal of movement when one of us rolls over or gets in/out of bed. Enough to wake the other person. Layla has been unwilling to work with us other than offering a foam topper. More foam will not help this foam mattress. They haven’t offered any other solutions or partial refund. When I miss the cutoff by just a few days, you would think they could offer some reasonable solution or partial refund. In the future I will make purchases through Costco, who values their customers and is willing to work with them to come to a reasonable solution. The all or nothing cut off date of Layla suggests they know exactly how long their foam will hold up. And the ability to flip the mattress just delays the customer’s ability to realize how inferior their product is. 8 days! I missed their cut off by 8 days! And with Layla it is apparently all or nothing.

  

  Business Response

  Date: 04/25/2023

  After reviewing the communication this customer had with our team, we were able to assist on April 16th and resolve to the satisfaction on the complainant.
  If there is anything else that we can help with moving forward, please contact us at ********************** and request to speak with our Customer Experience Supervisor, Taylor C****. We're happy to help.
  Thank you!

• Initial Complaint

  Date:02/21/2023

  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 spent $3900 on a mattress, adjustable base, cooling cover & extra pillows. I was referred to Layla sleep by my best friend. I used their mobile site, and “bundled for the most savings. I chose a split adjustable king base as my husband and I require different sleeping requirements (he is a tummy sleeper, I’m a side sleeper) the split base stated that it would ship as two twin xls, so I assumed when the site automatically reverted my mattress to California king, it would also be split as two twin xls. It’s shipped all separately, & once we put it all together we had a split base, but a true California king mattress. No maneuvering the base separately as it causes the mattress to go lopsided. I emailed their customer service, spent a week getting told they couldn’t replicate my issue to which I sent them a screen recording of me trying to order a split base and the site reverting automatically to cal king, no way to bundle a split king base with twin xl mattresses. Once I sent Cody at customer service the video he said he had asked for a full complete exchange of the cal king for two twin xl mattresses, but now their management will not exchange without charging me another $600. I’m not sure I understand their 30 day money back guarantee unless they just want customers who only return mattresses for refunds instead of exchanges for what they actually ordered per their site notation.

  

  Business Response

  Date: 02/21/2023

  Hello, 

  Thank you for reaching out to us. I am sorry to hear about your recent experience. A member of our staff will be reaching out to assist you with a replacement. 

  Regards, 
  Mario
  Layla Sleep

• Initial Complaint

  Date:02/16/2023

  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.

  -January 17, 2023 purchase date
  -$139.50 total for 2 pillows
  
  After watching several reviews on this particular Layla Kapok pillow, I bought these two expensive pillows. Every review talked about how tall the loft was, because it was designed for side sleepers. Layla even uses the wording "overstuffed" when describing these pillows. The reviewers also mention it's about a 7-8inch loft and Layla mentions you will probably want to remove some stuffing because it's so "overstuffed", which is why they included a bag to put the stuffing in for storage.
  
  I'm very disappointed paying this much money and both pillows are at maximum loft of barely 5 inches. There is empty space inside the pillow where the stuffing is supposed to be. I've contacted Layla about this and they refuse to sell their stuffing or send stuffing separate, unlike most other companies that sell these types of pillows. The only solution Layla support said was to start a warranty claim. This seems like false advertising.
  
  Just in case I did somehow receive two defective pillows, I started ****** searching the Kapok pillow and reading reviews. There are several disappointed, RECENT reviews on what used to be an amazing pillow. I've read multiple complaints saying that this pillow is different than it was just 2 years ago and does not come with enough stuffing, so it feels lumpy with the empty space, requiring constant fluffing or adjustment throughout the night. One reviewer specifically mentioned they bought the Kapok pillow before 2021, and wanted another one, but this new one was totally different.
  
  I'll quote some lines from ***** review on ******: " it was significantly less stuffed than our first ones". "it is not even CLOSE to the amount of stuffing that was included previously". "Laylas customer service was responsive and did inform me that they switched fulfillment centers since my last order - but they failed to inform me of the design change or include that anywhere on the website."

  

  Business Response

  Date: 02/16/2023

  Hello *****, 

  I am sorry to hear that you are not fully satisfied with the pillows you purchased. I included an attachment with a screenshot of the product specifications on our website. There is nowhere on the site where we advertise the loft to be 7-8 inches. Unfortunately, do to the way we receive the pillows they do not come with additional loose fill that we are able to ship to customers. We would love the option to do that, we simply just cannot. I see that you mentioned that you had purchased in January of 2023 so you are within the trial date to return your pillows for a full refund if you choose to do so. Please refer back to our support team through our website at laylasleep.com if you would like to proceed, and a member of our staff would be happy to help you with that. 

  Lastly, as a suggestion, I would recommend you place the pillwos in your dryer on the NO-HEAT setting with a tennis ball, this generally will help fluff the inner material and help with the overall loft. 

  Thank you, 
  Mario
  Layla Sleep

• Initial Complaint

  Date:02/06/2023

  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 purchased a set of king sized sheets in August 2022. The bedroom was being renovated and delivery of the new bed was delayed due to supply chain issues. I finally got the sheets on the bed in early December and they didn't fit. The fitted sheet is too small for what is a small king size mattress. they don't tuck under the mattress and the protector shows through. The flat sheet is so short that after folding over the comforter, there is nothing left to tuck under the foot of the bed. These issues cause both the fitted and flat sheets to come loose during the night and the bed needs to be redone every single day. The envelope on the pillow case is so small that it is useless and the pillow slides out during the night as well. (photos attached to this complaint) I contacted the company and was told to file a claim. I filed the first warranty claim on December 27 and the web site would never confirm receipt. I contact Danii who confirmed receipt and said I would hear back when a determination is made. I never received the email reply they said they sent. When I emailed on 2/5 for an update, I was directed back to the web site to "file a warranty claim". I filed another claim on Feb 5th, received confirmation, and even though I sent photos, they responded asking for more. I sent them again in my email response. Then they wanted me to "measure" the sheets and send a photo of the "law" tag which these sheets do not have. They wanted photos of the sheets being "taut" and stretched over the corners which is visibly in the photo's I kept sending. They keep finding ways to avoid refunding my money by asking for more and more ridiculous things. I would have accepted a replacement for the sheets, which are obviously defective, but after dealing with this company I am not confident that if I have issues with the replacement set that they would offer anything more than the run around I'm currently receiving.

  

  Business Response

  Date: 02/06/2023

  Hello, 

  Thank you for choosing Layla. I'm sorry to hear about your recent experince. I would love to find a way that we could accomodate your request. I am investigating this with my team, please provide your order number and we will have you refunded immediately. We will also need to get the pickup of your merchandise lined up so that we are able to provide you with a refund as soon as possible. If anything has changed in regards to your address please let us know. A team member will be in touch soon. 

   

  Thank you, 

  Customer Answer

  Date: 02/06/2023

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

  I have already been issued a refund per Taylor.  If you still want the sheets back please provide, via email, a shipping label and I will box and return.  Please advise before I accept the outcome and close this complaint. 

  

  Business Response

  Date: 02/06/2023

  Hi Cheryl, 

  Please dispose of the sheets since you have already been refunded. This complaint has been resolved. 

  Thank you, 
  Mario
  Layla Sleep.

• Initial Complaint

  Date:12/27/2022

  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 purchased a Layla hybrid mattress from Layla on December 10th 2022. I got the mattress on December 16th 2022 and I reached out to the Layla sleep Inc on their website on December 23rd about filling out a form to return the mattress. So I did so probably within the first hour after I filled out the return form and I got the email from one of their employees Stephanie and she said that I couldn't return the mattress because it hasn't been 30 days yet and I'm not due to return it until January 15th 2023. The mattress causes me to have more back pain no matter what side of the mattress I'm on and I don't want the mattress anymore and want to return it before the 15th. So I heard that the only way I could attempt to get a solution is to file complaint and that's what I'm doing. I wanted to like the mattress but I don't. I feel like this is the only route I can take.

  

  Business Response

  Date: 12/27/2022

  Hi ********, 

  While looking through our records it looks as though you were able to get the pickup set with another team member. Our policy does state that you must try the mattress for at least 30 days prior to returning it, however, we do occassionally make acceptions which looks like what has been done here. I attached a screenshot of the communication between you and another team member for reference. This complaint has been resolved. 

  Happy Holidays, 
  Mario
  Layla Sleep
  Director of Operations

• Initial Complaint

  Date:11/11/2022

  Type:Customer Service 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.

  Purchased a mattress from Layla in March 2021. The mattress has since lost all support and causes my wife and I severe pain. I left a negative review for the mattress on November 1, 2022. I was contacted by Layla support the next day about how to file a warranty claim. While this is very helpful, I am not interested in filing a warranty claim, I just want my review posted. I sent several emails requesting that my review be published on the website and it still has not. 2 other reviews have been posted since I wrote my negative one. I feel that Layla is purposely suppressing negative reviews in order to maintain a higher review average. This mattress was originally purchased due to the overwhelmingly high reviews I read, and now I feel that I was a victim of review suppression.

  

  Business Response

  Date: 11/11/2022

  Hello, 

  Thank you for reaching out to us. I am sorry to hear that your product did not work out as well as you hoped it would. Our process to claim a warranty is very simple and we provide every option to keep our customers positive and satisfied. Reviews are only rejected automatically for reasons that may not be suitable for the website, such as profanity or nagativity towards a specific individual or employee. Our team that approves reviews may have refused to post a review due to the fact that a customer refused service. We will always try to help our customer and if this cannot be met it is not required that we post a negative review on our site. There are other methods to post reviews publicly if you select to go a separate route. There are also other less than 5-star reviews posted on our website which goes against your claim that we are not accepting less than perfect reviews.

  Thank you, 
  Mario
  Director of Operations
  Layla Sleep 

• Initial Complaint

  Date:10/20/2022

  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 have tried to resolve my refund through Layla multiple times without success & to be only ignored once it came time to refund. Layla is a scam to take advantage of people. I no longer have the mattress & they still have my money. They give good service up until their is a problem or you want to return. I was within my return period when the mattress was picked up & yet my emails & calls have gone unanswered. I’ve had to follow up to get any answers, then get replies back that sound prewritten & am told my pick up isn’t done. Even after providing the pick up slip the company gave to send to Layla if need be. The pick up company failed to show & contact me multiple times. I had to miss work only for them to not show up. Once I wrote Layla telling them no one had contacted me I then received five different people calling me about the pick up. Both Layla & this pick up company lack communication & don’t seem to know what is going on. Finally scheduled a pick up with someone named Rachel. The pick up was unprofessional when they finally did show. Knocking pictures off my wall, getting mud all over my carpet, they even tore the mattress cover and tried to say I had done that. Showed up in a white unmarked sprinter van and tried to give a very blank receipt not showing anything but a bed pick up. I asked for them to rewrite and include my order number & what brand, size, and more details. They eventually did this otherwise I said I was not going to let them take the mattress. I wrote Layla immediately after the pick up people left on June 28 & their response was they reached out to the pick up person & they said it wasn’t picked up. Did they even call the right person? I wrote again giving the receipt & more info & have been ignored. What a complete joke and lack of communication. I have never had such an issue & will never order online again. I will let people know not to order from this company. Attached are emails. Delay in submitting to bbb due to family cancer issue

  

  Business Response

  Date: 10/21/2022

  Hello, 

  Thank you for reaching out to us. I am very sorry to hear about your experience. I am sure we can get to the bottom of it. I do see that you had a pickup requested and set on June 2nd, 2022, however, while searching through our records I am not seeing any paperwork showing that the pickup actually took place. Do you happen to have any additional documentation to show so that I can get this taken care of for you? Pickup receipt, photo documentation, etc. I will need something in order to have this approved. I appreciate any information you can provide so that I may have this corrected for you. 

  Thank you, 
  Mario
  Director of Operations
  Layla Sleep

  Customer Answer

  Date: 10/25/2022

  Hello,

   

  I had provided Taylor at Layla on July 12th a copy of a slip given to when the mattress was finally picked up. I also asked if it was needed when first telling Layla the mattress was picked up as the pick up people said I may need to send it to layla as they said it was up to me to inform Layla the pick up was done. I never received a response back to my email from Taylor. Just received emails asking to rate my experience, which I also responded back to. Attached is a scan of the slip that was given to me upon pick up. Also my email to Taylor from July 12th when it was initially sent. Thank you for resolving this ongoing issue. 

  

  Business Response

  Date: 10/25/2022

  Hi, 

  Thank you for the information, however, this receipt has no identifying information in regards to the pickup facility. Our partner will always fill out their invoice on a letterhead including a logo of the pickup provider and item they are removing. Furthermore, we have communication regarding your order of the agent attempting to reach you without sucess. Please see the attachment provided. 

  There is nothing in their system indicating that the pickup was completed. However, if you do have the merchandise and would like to go through the pickup process once again to completion this time through, I would be happy to provide a refund to your account once you have followed our return process. 

  Thank you,
  Mario
  Layla Sleep
  Director of Operations