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:03/18/2025

  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 purchased a Lucid adjustable base sold through Home Depot in November 2020. In November 2024, my adjustable base broke, although, the remote quit working several months prior. I contacted Lucid via the email and unlike their advertised promise to respond within 3 days I didn't hear back for over a week. I sent requested photos, explanation of damage, receipt of purchase etc. Now, more than 4 months later and many requests to respond (they were extremely slow when they did respond during the email exchanges), no will respond. The frame has a 10-year warranty. I'm a 56-yr old single woman that does not exceed the weight limit. I'm the only one that sleeps on it. I have been 'ghosted' for lack of a better term. All I want is for them to send me a new frame or compensation to purchase a better brand.

  Business Response

  Date: 03/19/2025

  We respond to each of our customer requests exclusively through email in the order that we receive them, responses may not be immediate for that reason. 
  
  We got back to the customer on 3/18/2025. We will continue working with them through our own channels. 
  
  Best, 
  Lucid Team
  
  

• Initial Complaint

  Date:02/24/2025

  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.

  The mattress was purchased and delivered in November but not opened until December. The owners manual states that it is a plush model. I ordered a medium firm. Repeated calls and emails were not returned until mid January. After a series if photos were sent of box and tags, the company responded that the *** was for a Medium Firm mattress. At that point I prepared to use the bed. However, I believe the mattress is definitely plush. I own another one as well as another medium firm. Regardless, I cannot use the mattress because it is too plush. I want a medium firm mattress. I cannot use the plush model.

  Business Response

  Date: 03/07/2025

  We are assisting this customer through our own channels to resolve their claim. 
  
  Best,
  Lucid Team

  Customer Answer

  Date: 03/07/2025

   
  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,
  
  **** Ann ******

• Initial Complaint

  Date:01/29/2025

  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 bought a south street loft adjustable base from HSN that includes a 5 year warranty. I bought the adjustable bases in May of 2022 and bought a split king base that comes with 2 twin bases. Recently, the controllers under the bed that communicate with the remote control started becoming unresponsive. I can unplug the control box and plug it back in and it will work temporarily again. I contacted HSN who mentioned that the 5 year warranty was through Lucid mattress and gave me their contact information. I reached out to Lucid mattress and was told that the warranty for “electrical components” is only for 1 year and I would be responsible for the cost of each controller ($35 each) + $15 for shipping. They eventually offered to waive the shipping, then to send one controller for $35 and see if that fixes the issue, then finally $50 for two controllers and waiving the shipping. I declined. What is the purpose of a 5 year warranty that doesn’t covered the electrical components when an adjustable base is made of mainly electrical components?

  Business Response

  Date: 02/04/2025

  As clearly stated in our 5-year limited warranty, between years 2-5 of ownership, we will provide replacement parts for any mechanical bed part (excluding electronics, electrical components, and drive motors).
  
  We also state that there is a cost for any parts that we replace during this time period. We went above and beyond what our warranty provides by providing the customer with a generous discount.
  
  If the customer has any further questions about our warranty process and coverage, they are welcome to contact us through our own channels.
  
  Thank you,
  Lucid team

  Customer Answer

  Date: 02/04/2025

   
  
  Complaint: 22873657
  
  
  
  I am rejecting this response because:
  
  I purchased this from HSN and was not given any warranty documentation to review. It wasn’t until I reached out a few days ago that I was informed of this. HSN just advertises this as a 5 year warranty - not that I will be responsible for the cost of electronics that run the adjustable frame. 
  
  Sincerely,
  
  
  
  Jessie Ochoa

• Initial Complaint

  Date:01/15/2025

  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.

  Date of transaction: 1/2/2025 Vendor: Lucid Mattress Price: $311.09 The mattress we received was a rollout that would fully flatten out and expand in 48 hours. However, the mattress corners on one end curls up and hasnt flattened out.Weve email their warrant mailbox with no response in excess of a week when their standard is 3 days. Weve called all numbers for Lucid Mattress several times but it goes straight to voicemail.

  Business Response

  Date: 01/17/2025

  Our number is for sales inquiries as all other communication is handled through emails. We respond to emails in the order that they are received in and due to a high volume of customer requests, responses may take a bit longer. We will work with this customer through our own channels.
  
  Best, 
  Lucid Team

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22813619
  
  I am rejecting this response because the response given is typical of other similiarly filed BBB complaints.  I will accept the response if some from Lucid directly contacts us via phone to verify that they have received and will work on our case.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 01/22/2025

  We have been in contact with this customer and will continue to work with them through our own channels. 
  
  Best, 
  Lucid Team

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22813619
  
  I am rejecting this response because they are trying to redirect this complaint to the 3rd Party we used to buy their product. The problem is with the actual product not the processing of our order. The 10 year warranty on the mattress is from Lucid not the 3rd Party. It is Lucid that needs to replace the faulty mattress.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 01/27/2025

  The customer needs to continue working with the place they purchased from as they just recently purchased this mattress. The warranty that is offered is applicable if they are no longer within the given return/exchange period offered by the 3rd Party Purchaser. 
  
  Best, 
  Lucid Team

  Customer Answer

  Date: 01/29/2025

  Please close complaint as we are working with ******* to resolve.

  Business Response

  Date: 02/04/2025

  Customer is working with ******* to resolve their issue. 
  
  Thank you, 

  Lucid Team

  Customer Answer

  Date: 02/04/2025

   
  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:12/05/2024

  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.

  11/23 adjustable derived bed. the motor for the head and shoulder part motor does not lift up the section have emailed on 25 no answer 29 no answer 12/4 no answer I want a new motor . this is a new bed that is defective.

  Business Response

  Date: 12/06/2024

  We have not received any emails from this customer, only a missed chat from when we were out of office on 11/25. With that said, we will work with this customer through our own channels to resolve this issue.
  
  Best,
  Lucid Team
  

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22645678
  
  I am rejecting this response   I want a new motor for the new bed that I GOT ON 11/22/24. sent first email on11/25 I have yet to hear from them or on the other 3.  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 12/09/2024

  We are working with this customer through our own channels to resolve their issue. 

  Best,

  Lucid Team

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22645678
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *********

  Customer Answer

  Date: 12/10/2024

  I have not heard anything form Lucid ever So how are they working on my problem? 

  Business Response

  Date: 12/18/2024

  We contacted them on 12/9/2024 with information that is needed to start a claim and have yet to hear back from them with the information that has been requested. We will continue to assist them through our own channels.

  Best,
  Lucid Team

  Customer Answer

  Date: 01/06/2025

  On 1/2/25 got a form letter from lucid saying that they are backed up and they will get to my email ( the one you sent them 1/2/25) in the order that it was received. 

  58days i get a form letter that doesn't address the bedframe that doesn't work 58 days and they still have not addressed the problem. 

  Business Response

  Date: 01/13/2025

  The contact information that we had from this customer was incorrect. Our messages were not going through to them due to the incorrect email. This has since been corrected and our team is working with this customer through our own channels. 
  
  Best, 
  Lucid Team

• Initial Complaint

  Date:10/29/2024

  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 ordered a mattress from Lucid in December 2023. Shortly after having the product I recognized it was not as described. Later, I learned that hazardous materials (ie fiberglass) were coming from the mattress and making contact with my skin. This led to health issues. I contacted Lucid Mattress within the return window, but they informed that I have to keep the mattress for at least 45 days before initiating a refund. Even despite their 180 day return policy.Given the issues above, I initiated a return. I was not able to reach a live agent to resolve the matter. As they refunded me only a portion of what I paid. Despite their full 180 day return policy. I attempted to contact them, but they did not respond. I find the discrepancy to be in bad faith and negligent of their own return policy. Consumers should be aware of this health risk as well.

  Business Response

  Date: 10/30/2024

  We heard from them on 12/31/2023 but we did respond to them within 3 business days. We encouraged them to try the mattress out for 30 days to allow them to get used to the feel of a new mattress. If they still were unsatisfied, then we would be happy to proceed with the return. They got back to us on 3/07/2024 to initiate that return and we responded that same day with the return options. We provided this customer with three different return options to return their mattress. This customer chose the option to keep the ********************** at a heavily discounted price. The customer did this within our 100 day return window, we have never offered a 180 day return period.
  
  All the materials used in the construction of our mattresses have been deemed safe by CPSC. However, if this customer is experiencing an issue with their mattress, because they chose the discounted refund option for the return, there is no warranty on this mattress.
  
  Best,
  Lucid Team

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22489863
  
  I am rejecting this response because:

  Poor customer service- people should be treated the same- and business is negligent of their own policy. The claim of "heavily discounted" is irrelevant when  policy supposedly offers a full refund. I find the actions to be of bad faith.
  
  Sincerely,
  
  ** ******

• Initial Complaint

  Date:10/29/2024

  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.

  Lucid mattress warranty when bought at ******* on 5/04/2018 explicitly says 10 year warranty for mattress depressions greater than 1/5 inches in depth. we have all three with depressions close to 3 inches. Attempting to email or chat with Lucid has produced no call back or attempt at communication. Call to their corporate office redirects you to the same email we have already used for communication. We initially found the mattress fairly comfortable but it has developed deficiencies that now make them uncomfortable. A satisfactory resolution of the original warranty of 10 years is a replacement of subject mattresses/

  Business Response

  Date: 10/30/2024

  We  respond to all customer concerns in the order that they are received in. We will work with this customer through our warranty process. 
  
  Best, 
  Lucid Team

• Initial Complaint

  Date:10/03/2024

  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 filed a warranty claim and they asked me to send photos which I did. They repeatedly keep asking me to send photos stating that the previous sent are. not good enough even though they are.

  Business Response

  Date: 10/09/2024

  We are asking for additional photos due to the photos provided being not sufficient. The photos provided originally does not show our manufacturers cover.  There appears to be a sheet or a protector covering the mattress. We are happy to assist them further through our regular customer service channels once they provide new information. 

  Thank you,

  Lucid Team

  Customer Answer

  Date: 10/09/2024

  
  Complaint: 22373608
  
  I am rejecting this response because:
  

   

  This is false, the cover that is on the mattress is the original manufacturers cover that sits directly over the foam.I have attached pictures. I have sent photos to them on three differnent occasions and they keep stating they need more photos

  
  
  

• Initial Complaint

  Date:08/30/2024

  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.

  I bought a Queen sized mattress from Home Depot from the Lucid Brand in the ending of April 2023. Within the beginning of this year 2024, I started to notice my skin was becoming more irritated than usual, random small scratches and cuts on my skin as well as constant headaches that would not go away. I haven't gotten a solid amount of sleep on this mattress in months. Fast forward to Friday, August 16th, I notice there is this unbearable mold/mildew like scent coming from my mattress making me unable to sleep. The smell was so strong it had my whole sheet spread smelling like it. There were no visible signs of mold yet still, I insisted on hand cleaning my mattress and thats when I noticed there was multiple holes in my mattress cover. But still, leaving the cover in tact I tried baking soda, white vinegar and detergent to hand wash it out. This smell was so strongly embedded in the bed I can still smell it. There is now fiberglass all over my apartment, clothes & my skin has been cut and scratched from it! I have been exposed to this for months unknowingly! I have photos of the scratches/rash on my legs, videos of the fiber glass in clothes and of it on the mattress, I even saved the mattress cover as proof! I emailed them all my proof even a photo of the fiberglass. Not only did they lie about not having a customer service number which is obviously visible on Google, after seeing my photo evidence they proceeded to tell me STILL that there wasn't any fiberglass in that mattress!

  Business Response

  Date: 09/04/2024

  We have been working with customer through our normal channels and with the information provided by the customer and off the tags of the mattress, if they are experiencing a fiberglass concern, it did not come from our product. 
  
  Best, 
  Lucid Team

• Initial Complaint

  Date:08/05/2024

  Type:Delivery 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 the site it says shipments are made within 2-4 days. Someone at their headquarters just told me it could take up to 10 days. I have company coming and can't wait. They don't have anything online about my order that I can look up. I was also told by the person at headquarters is someone would get back to me at some point but didn't have any idea when.All I want it to cancel my order.

  Business Response

  Date: 08/06/2024

  We do apologize for any misinformation. It is not listed on our site that shipments are made within 2-4 business days nor does it take up to 10 days for an item to ship. Typically, the only thing would cause a delay would be if something has to ship through a freight service, if an order is placed prior to a weekend or if there is a holiday. 
  
  Best, 
  Lucid Team