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:09/30/2023

  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 REQUESTED FOR A RETURN WITHIN THE RETURN PERIOD NO NUMBER TO CALL AND NO RESPONSE BACK AFYER IVE EMAILED A FEW TIMES

  Business Response

  Date: 10/02/2023

  We are working with this customer through our own channels. 

  Thank you,

  Lucid Team

• Initial Complaint

  Date:08/15/2023

  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.

  My wife and I purchased a mattress directly from the Lucid website on 07/28/2023. On 07/31/2023, after placing our order we received an email that said the product we ordered was out of stock and that we should expect a refund in the next 5 to 10 business days. That window has now passed and we have not received our refund. We have sent several emails to lucid and the parent company ****** and have received no response from them.

  Business Response

  Date: 08/17/2023

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

  Thank you,

  Lucid Team

• Initial Complaint

  Date:08/07/2023

  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.

  Contacting the company via phone is not an available option, leaving communication solely reliant on their response to email correspondence. Despite having submitted all necessary documentation, including photos and the receipt detailing my defective mattress, the only communication from this company has been an automated acknowledgment email, lacking substantive engagement. I am seeking the fulfillment of my warranty entitlement and the replacement of the faulty mattress.

  Business Response

  Date: 08/08/2023

  We have only heard from this customer on 8/4. We are still within our 3 business days for a response as we are not open over the weekends. We will work with his customer through our own channels. 

  Thank you,

  Lucid Team

  Customer Answer

  Date: 08/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: on August 8th, Lucid replied to my BBB complaint stating they have 3 business to reply to me. That is all they said. On that same day I received a very confusing email from Lucid. I responded to their email seeking clarification, which, in turn brought me to the back of line in the queue, subjecting me to an additional three business days of waiting. It has been almost 3 days since I sent the email and I have yet to receive a reply. This appears to be a deliberate delay tactic aimed at dissuading customer’s from pursuing their warranty claim.

  I meticulously furnished all the necessary information, as outlined on Lucid’s official website (see attachment), to initiate a warranty claim. However, in this company’s email communication to me on August 8, 2023, (see attachment) Lucid altered the terms specified in their warranty agreement.

  To further illustrate their delaying strategy is their request for me to provide in writing the mattress issue. It is quite apparent that the compressed corner is visibly noticeable, especially with the accompanying photos I submitted clearly demonstrating the extent of compression, quantified in inches.There is no corner on the mattress. It never fully decompressed and has been ongoing since the mattress was purchased. 

  I am submitting the 3 tags on the bag of the mattress, which are not required pursuant to the warranty agreement and two close up photos with measurements. The explanation of the defect has been addressed in this response.

  If this matter is not satisfactorily resolved, I will proceed to file a complaint regarding unfair and deceptive practices against this business with my state attorney general.

   

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

  Business Response

  Date: 08/14/2023

  We responded and assisted this customer through our own channels. 

  Thank you,

  Lucid Team

• Initial Complaint

  Date:06/21/2023

  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.

  I placed an order and my credit card was charged. Yet I have not received any shipping information. In addition to that when you contact the email that they provide, it says that it is an incorrect email. There is no phone number to contact them. Based on reviews and comments I can see that this company is very unprofessional. I will be disputing this with my bank.

  Business Response

  Date: 07/10/2023

  We responded to this customer through our own channels on 6/28/2023 and confirmed that their order was delivered to them on Thursday 6/22/2023 at 11:50 am. 
  
  Thank you, 

  Lucid Team

• Initial Complaint

  Date:05/03/2023

  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.

  We purchased a Matress from Lucid that had mold black mold. I emailed Lucid and got no response so I tried to treat on my own with no success this has only caused the mold to release spores Lucid will claim because there is a stain it is out of there hands this should have been resolved

  Business Response

  Date: 05/04/2023

  We have only heard from this customer on 4/29/23.  We have not yet gotten back to the customer as we respond to emails in the order they are received and are still in the process of getting through emails that came in prior. We will get back to the customer by end of the day and assist them further through other channels.

  Thank you,

  Lucid Team

• Initial Complaint

  Date:05/03/2023

  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.

  Order ID: ******** I ordered a queen size Lucid mattress over a week ago. The money was processed from my account, and I was told I would receive confirmation of shipment with a delivery ETA within ***** hours. I have still not received this confirmation, and I have emailed the company 4 or 5 times since Friday. The voicemail connected to all of their customer service lines says emails will be responded to within 3 business days. We have surpassed the timeframe, and I am deeply concerned. I don't have a bed at the moment, so I was relying heavily on this purchase. I am now feeling like this isn't going to work out, but they have the money I saved to buy the mattress in the first place. It is seeming impossible to reach a human employee at this company, and I am feeling like the whole thing is a scam. I am begging that they resolve this issue, OR AT THE VERY LEAST GIVE ME MY MONEY BACK.

  Business Response

  Date: 05/04/2023

  We have been working with this customer through other channels. We let them know that their order was canceled due to fraud and that there were no charges to their card. However, they may see a pending charge with their bank which can take time to roll off but it can also depend on their financial institution. 

  Thank you, 

  Lucid Team

• Initial Complaint

  Date:04/13/2023

  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.

  We purchased a Lucid mattress from Fingerhut we have barely had it 6 months and it is lumpy and has indentations in it it is terrible very uncomfortable we can't get a good night's sleep at all in it.. we called Fingerhut to complain and they said to contact the manufacturer so we called Lucid and all they could do was say we are going to give you 40% off a new mattress why would we want to buy a new mattress from these people I don't want anything from them that I have to pay for it I would like a free replacement or a better yet our money back please help us with the situation we can't afford another mattress we are still paying on this one every month and it is terrible

  Business Response

  Date: 04/17/2023

  We have corresponded with this customer and received images of the mattress which show significant amount of staining/damage. We explained to the customer that it was not covered under the warranty as staining indicates that moisture was introduced which explains why the mattress has broken down. Our warranty covers manufacturing defects and not damages that occur after purchase. Attached is a photo of the mattress that the customer provided. 

  Thank you, 
  Lucid Team

• Initial Complaint

  Date:03/11/2023

  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 mattress on 3/5. I then found the same mattress for less and asked the company to either match the price or send a return shipping label as you have to request returns of any un opened items within 30 days. I have tried calling the company using online chat and both options say they only respond yo emails within 3 days. I have emailed the company requesting a return label as per their instructions and they keep ignoring my emails to try and wait the 30 days out. I emailed them on 3/6 requesting the return label and have heard nothing back which is outside the *** of 3 days to respond per their company. I have also emailed them every day since this sending the same message. After looking on their ******** page it seems others are having this same issue. It seems that the company knowingly is ignoring customers to wait put the 30 days for the return window and then not allowing people to return the item which is not what the website states is their business model. If they had stated they would not accept returns I never would have ordered from them.

  Business Response

  Date: 03/13/2023

  We are currently working on this with the customer to get their product returned. We will continue to work with them through normal channels.

  Thank you,

  Lucid Team

• Initial Complaint

  Date:01/06/2023

  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.

  9/28/22 lucid cooling gel mattress topper, it is like a giant sponge. I have to lug around & air it out with a fan. I have a hospital ******* have broken ankle and respiratory issues. So it's hard to do & the wet musty smell is not good for lungs. I contacted the company sent a video. They sent me a ticket number to purchase a discount on another product.

  Business Response

  Date: 01/09/2023

  We have been in contact with the customer regarding this issue. Based on the information provided it has been determined that the issue the customer is experiencing is not a manufacturing defect. The thicker a mattress topper is the more a person will sink in and the warmer it will feel. In this case, the topper seems to be too thick for the customers comfort preference which is resulting in sweating and may make it harder to get off of the product. A replacement would not correct this preference. If the customer would like to try a different product or topper we would be happy to provide a discount code to our site in order to do so.
  
  Thank you 
  Lucid