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:07/15/2024

  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.

  Bought mattress asked for refund. Donated like they said sent receite have not heard back for 2 weeks no corospondince at all

  Business Response

  Date: 07/16/2024

  We have not received an email from this customer until 7/15/2024. We will continue to work with this customer through our own channels to resolve their return. 
  
  Thank you,
  Lucid Team

• Initial Complaint

  Date:04/24/2024

  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.

  On site it says one to five day shipment. It has been over two weeks and my product has still not shipped. There is absolutely no way to contact this company other than an email address on their website. Their chat is just a chat bot and doesnt understand anything. I have never seen such poor customer service. I am going to have to go through my credit card company to dispute the charge since I cant get a hold of anyone at Lucid to help me.

  Business Response

  Date: 04/24/2024

  This customer first reached out to us on 4/15/24 and we responsded to them on 4/17/24 giving them an update on their order. However, there was a power outage in our warehouse which caused delays with shipping. It has not yet been two weeks as this order was scheduled to ship out during the power outage but could not due to that issue. 
  
  However, that has been resolved and their order was shipped and is on route to the customer. 
  
  Thank you,
  ********************** Team

  Customer Answer

  Date: 04/24/2024

   
  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:03/21/2024

  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.

  Purchased a mattress and bed frame, Order # ********* last week. They took my money and charged me and have now dissappeared. No notice of when it will be delivered. I tried going through their customer service email and finally received a response today stating "they are looking for a trucking company to deliver the order" No estimate on delivery - nothing. I asked to refund the order as they cannot provide any confirmation of when it will be delivered. No response. I am devasted - this was alot of money for me. This company is a sham.

  Business Response

  Date: 03/22/2024

  Due to the size of certain items that are ordered, we have to ship them via LTL which is freight. Shipments that require LTL shipping can take a bit longer since it needs to be booked through a freight carrier. This was explained to the customer that their order was in the process of being booked and picked up by a freight carrier.  Once an order is booked and picked up, the freight carrier will call to schedule a time to deliver. 
  
  Thank you, 
  Lucid Team

• Initial Complaint

  Date:02/23/2024

  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 2/8/24 I made an online purchase (Order #*********) in the amount of $29.15 for a 3 inch mattress cover from this company. A hold was put on my account for this amount, which my bank released on 2/14/24, because the item had not shipped. I heard nothing from this company and sent them two emails informing them that due to their lack of communication, I no longer wanted the item and informed them not to recharge my card. They responded with an email stating that someone would be reaching out to me, but no one ever did. On 2/19 I received an email from them stating "The status of your order#********* has changed to shipped." The email contained a FedEx tracking #(************) with a delivery date of 2/22/24. However, on 2/21/24 I received a FedEx alert notification that at 4:31pm "Returning Package to Shipper" "Shipper requested shipment to be returned - Unable to deliver shipment- Returning to Shipper." At this point the package was in Kennesaw, GA. I live in Waxahachie, TX. In looking at my bank account this morning, I see that on 2/21/24 Lucid has recharged my card for $29.15. I tried calling them at their customer service number (***********) however a recording states that they take all inquiries by email. Well the last two times I have emailed them I get no response. In my opinion, this company should not be operating if they cannot respond to customer concerns or complaints, not should it take them so long to ship an item. In my first email after my bank released the five day hold, I informed them that I had purchased from another company and to cancel the order. The fact that they went ahead and shipped the item 3 weeks later is indicative that no one is monitoring or responding to their preferred method of communication. Even if they could not cancel the order, they should have made contact with me. I find their business practices unscrupulous at the most and I want an immediate refund.

  Business Response

  Date: 02/28/2024

  We are able to see that this order was returned back to our warehouse. We will get this refunded for the customer. The refund process takes 7-10 business days for the funds to be back in their account.

   

  Lucid Mattress

  Customer Answer

  Date: 03/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: although I received an email stating they will refund my money in 7-10 days, I do not feel confident the issue is resolved until the charge is actually credited back to my account. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:02/15/2024

  Type:Delivery 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 ordered a mattress on February 8th. I have yet to hear from Lucid as to when the mattress will be shipped. There is no way to contact this company by phone. They only accept e-mail correspondence and promise to respond to your e-mail within 3 business days. I have sent 2 e-mails and the only response that I have received is that my order status has changed from "awaiting payment" to "awaiting shipment". I paid by credit card. Why would my order status be " Awaiting Payment"?

  Business Response

  Date: 02/16/2024

  We have had some network disruptions this past week which has caused a delay in responses. We have since gotten that resolved and are in communication with this customer. 
  
  Thank you,
  ********************** Team

  Customer Answer

  Date: 02/16/2024

   
  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:02/14/2024

  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.

  I paid $700 for a mattress and they wont reply for a return. **************** will not reply no matter how many times *** tried.

  Business Response

  Date: 02/15/2024

  We respond to emails within 3-4 business days. This customer reached out to us 2/12/24. We are within our response timeline and have gotten back to the customer to assist further. We appreciate their patience.
  
  Thank you,
  Lucid Team

• Initial Complaint

  Date:02/09/2024

  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.

  After contacting the company its employees have no concern for the consumers that purchased these already contaminated with MOLD/MILDEW spores within the material. This is not the company’s first complaint on this issue. However, nothing has been done to rectify these complaints including mine.
  I have only had this mattress for 1 full year and since this purchase my daughter and I have continuously been sick with various types of streptococci, dizziness, and headaches, back and forth to the doctor due to the mold/mildew growth within the foam material their using for the mattresses.
  Mildew/ Mold does not happen over night, if there is nothing there to create the environment it needs. Since Mold/ Mildew is a continuous issue based of the reviews reported on BBB it should require looking into to locate its source.
  All I am asking for is a replacement mattress since they advertised a 10 year warranty. Mold/ Mildew is hazardous, toxic and will cause internal problems/ damage.
  Mold/ Mildew is not a stain, it’s a fungus. Mold/Mildew comes by an accumulation of the right factors to grow and spread.
  Therefore, spores must be already present within the material.
  LUCID DOES NOT CARE ABOUT THE CONSUMERS SLEEP HEALTH as advertised on its website.

  Business Response

  Date: 02/15/2024

  This would not be covered under our warranty nor would it be something covered by most manufacturers. Mold occurs due to environmental factors and can occur after purchase. The mattress was not made with mold nor did it arrive in that condition. We can also see that there is staining present on the mattress and that alone would also not be covered under warranty. 
  
  Thank you,
  Lucid Team

  Customer Answer

  Date: 02/15/2024

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

  you may speak of the condition of the bed of how it was received, However, after sleeping on the mattress, Mold/ Mildew accumulated. It looks to me that your warranty is false advertisement to gain the consumer confidence and trust. Every person that has reported a problem with your mattress The Lucid Team has refused to replace or provide a full refund for the mattress that you claim has a 10 year warranty. 
  This is not my first foam mattress, and I have never came into a molded/mildew foam material (issues at no given time) even after 12 months or longer of sleeping on it. 

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

  Business Response

  Date: 02/20/2024

  Because mold is a product of it's environment and not a manufacturing defect we do not cover it under our warranty. Mold is considered damage.

  We have offered a 30% coupon code as our way of helping, which goes well above what our warranty states. We do not provide refunds for customer damaged products.

   

  Thank you,

   

  Lucid Mattress

• Initial Complaint

  Date:12/27/2023

  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 ordered 2 twin mattresses (for my 6 and 3 year olds) from Amazon on 10/11/22 totaling $473.54. Each mattress was $219.64 plus a combined tax of $34.26. On November 19, 2023 I was washing my daughters (age 3) bedding and mattress protector (it has been protected since day 1) and noticed there is a 3-4” hole in the mattress itself.
  
  Lucid states a 10-Year Warranty on its website covering all defective materials and workmanship.
  
  On November, 21, 2023 I emailed Lucid to share my experience and find a speedy resolution. Now, December 27th, 2023 - 5 weeks later all that has been offered is a “Mattress Encasement”. Which is just a glorified name for a Mattress Protector which I have had on the bed the entire time.
  
  They are refusing to stand by their product and offer a replacement or refund.

  Business Response

  Date: 01/02/2024

  We have been assisting this customer with this issue. As we looked over the information provided, we can see that the issue being reported is not a defect from how the product was made, it is from after the product was purchased. This would fall under normal wear and tear of the mattress and therefore not covered under the warranty. We have gone above and beyond by providing them with an encasement for their mattress. The encasement is a better option as an encasement covers all sides of the mattress, where a protector does not. 
  
  Thank you, 
  Lucid Team

  Customer Answer

  Date: 01/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the mattress is 13 months old and has been used by a 40 lb 3 year old. The mattress has had a mattress protector on it from the first day of use and now has a 3-4’ tear in the physical mattress at the seam. Of course this is a manufacturer error. The company also claims the tear does not affect the mattresses usability or longevity. Of course it does, that is entirely nonsensical. Lucid offers a 10 year limited warranty as stated on their website, yet 13 months into its lifespan they are refusing to stand by their product and make it right. Shame on you. Lucid is a total scam, sells horrible products and offers even worse customer service.
  
  
  
  Sincerely,
  
  
  
  ******** *******

  Business Response

  Date: 01/05/2024

  We have reviewed the information provided and we can see that the issue being reported is not a defect from how the product was made, it is from after the product was purchased. This would fall under normal wear and tear of the mattress and therefore not covered under the warranty at this time. If any other issues were to arise, we are happy to provide further assistance. 
  
  Thank you,
  Lucid Team

• Initial Complaint

  Date:12/06/2023

  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.

  After waiting at home for 3 days for ever changing delivery dates - FEDEX dumps mattress in damaged packing outside my home. They did not ring bell or anyway identify themselves. I have 2 dogs that bark when anyone is nearby -- and they did not bark.
  
  Also - they were supposed to take away my old mattress - a key selling point. They DID NOT.
  
  This is the worst and shadiest attempt at delivery. FedEx knew the package was damaged. They held off delivery and then delivered in stealth mode to prevent me from challenging the packaging and material.
  
  I am embarrassed for Lucid.
  
  I would never purchase anything more from this disorganized firm. There are so many options for mattress purchasing - Necter is one - I would expect them to care about their product and customer service. But they clearly do not.

  Business Response

  Date: 12/11/2023

  Our mattresses can be difficult to handle in transit and
  consequently may have the box dinged up a little bit. The packaging that the mattress arrives in is made to withstand any kind of
  damage. The product itself in the box is wrapped in heavy plastic and is good to use. However, if there are issues with the product, we are happy to look into that further with the customer by reaching us at **********************.

  Thank you,

  Lucid Team

• Initial Complaint

  Date:11/17/2023

  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 contacted lucent mattress via email
  twice regarding the remote #*******. It does not function.The remote does not work in lowering either the back or legs or vibrate. I have not heard from them in more than a week. I need to have the remote replaced

  Business Response

  Date: 11/20/2023

  We have looked through our emails and we have not received any emails from this customer. We are more than happy to assist them further through our own channels via our email **********************. 
  
  Thank you,
  Lucid Team