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Addressing Common Puffy Lux Mattress Complaints

Is the Puffy Lux mattress worthy of all the hype? We find out by investigating the top Puffy Lux customer complaints.

By Megan Griffith

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Puffy is one of the leading bed-in-a-box companies, offering memory foam mattresses and hybrid mattresses at an affordable price with convenient delivery. The Puffy Lux is their mid-range memory foam model, which combines quality and affordability.

The Lux is best-suited for side sleepers because the CertiPUR-certified foam layers are firm enough to provide support for various pressure points in places like the shoulders, hips, and lower back. Still, the mattress is still soft enough to cushion your body with contouring cloud foam. The Puffy Lux could work for back sleepers as well, but it’s probably too soft for most stomach sleepers.

Overall, the Puffy Lux is a top-notch memory foam mattress, and it can be at your door in just a few business days. Still, no company- or mattress- is perfect. Before purchasing, it’s important to know what other Puffy Lux customers have to say about any potential problems.

If you’re looking for more information on Puffy mattresses beyond common complaints, we’ve covered Puffy extensively in our mattress reviews:

Original Puffy Mattress Review
Puffy Lux Mattress Review
Puffy Royal Mattress Review

In this article, we’ll take a look at the top four complaints about the Puffy Lux mattress and determine whether or not they hold water:

  1. Sleeps hot
  2. Troubles with returns
  3. Not ideal for heavy people
  4. Sinkage

Top Puffy Mattress Complaints

Sleeps Hot

The most common complaint about the Puffy Lux mattress is that it sleeps hot, meaning it doesn’t do a great job with temperature regulation. Temperature regulation is incredibly important, because no one sleeps well if they’re overheated or sweaty. So does the Puffy Lux really sleep hot? Let’s take a look at its construction to find out.

The Puffy Lux is made with four different layers of foam. The base layer is a very dense layer of support foam mainly used for structure, but the next layer of foam is Puffy’s signature ClimateComfort foam, which is meant to prevent temperature fluctuations and prevent overheating. Then the top two layers of foam are a dual-layer cloud foam. The top layer is the cooling cloud foam which is low-density, to promote better airflow and prevent overheating. The second layer is the body adapting foam layer, which provides pressure relief to the shoulders and hips.

Even though the Puffy Lux includes several layers of foam that are meant to help you sleep cooler throughout the night, one of the unfortunate realities of memory foam is that it tends to retain a lot of heat.

  • According to common customer complaints, the Puffy Lux mattress has issues with temperature regulation, and sleepers may find themselves overheating at night. Although the Puffy Lux contains several cooling layers of foam, it is still an all-foam bed, and memory foam is notorious for retaining heat. This leads us to believe that the complaints about the Puffy Lux sleeping hot may represent a significant problem for some folks.
  • Try only using your bed for sleep and sex. If you rest in bed reading or watching TV for a few hours before actually going to sleep, the mattress will absorb your body heat and by the time you actually go to sleep, the mattress could be very warm.
  • Make sure you’re using breathable sheets. Although high thread-counts are nice because they’re extra soft, they are far less breathable and may contribute to excessive heat retention. Opt for a lower thread-count to help prevent overheating.
  • Add a fan to your bedroom. Fans are great for white noise, and they can keep you cool all night long, even if the memory foam in your mattress retains more heat than you’d like.

Mattresses Designed for Cooling Comfort

Layla Hybrid

If you’re worried about the Puffy Lux sleeping too hot, we recommend trying the Layla Hybrid mattress. Its construction includes a steel coil core, which allows for much better airflow and better temperature regulation.

Read our full Layla Hybrid mattress review to learn more.

Purple Mattress

The Purple mattress is another good alternative if you’re worried about sleeping hot. Their signature ComfortGrid allows for good airflow, and the foam used is air foam instead of memory foam, which retains far less heat.

Read our full Purple mattress review to learn more.

Trouble with Returns

One popular complaint about Puffy is that some people had issues returning their mattress within the 101-night sleep trial period. Once you order your mattress, you have 101 days to try it out, and if you decide you dislike the mattress for any reason at all, you can have Puffy come pick it up and get a full refund.

It sounds simple enough, but many people reported having trouble. One of the biggest issues is that Puffy doesn’t initiate returns over the phone. In order to return your mattress, you have to send an email. This could be a problem for less tech-savvy customers, especially since Puffy’s response may accidentally get sent to Spam. Other folks reported that even when they went through the proper channels and sent a return request email, they didn’t hear back, even after sending a follow-up email. According to one disgruntled customer filing a complaint with the Better Business Bureau (BBB), “it is a common trend for customers to resort to including the BBB to receive the promised refund from Puffy.”

That said, there are also many reviews that say the return process is fast, easy, and convenient. One customer even said that even though she returned her Puffy mattress, the service team was so helpful that she would “certainly purchase from Puffy again.”

  • Mattresses aren’t cheap, and when you aren’t satisfied with your purchase, it can be frustrating waiting to be refunded. But based on our research, it seems that Puffy typically does its best to keep the returns process running as smoothly as possible. While there may be minor delays in some cases, we found no record of anyone being scammed or ending up stuck with a mattress they dislike long-term. Overall, this complaint is not something we think you really need to worry about.
  • When you purchase your Puffy Lux mattress, make sure you save the correct returns email from the website so that if you have any issues, you can simply send a quick email instead of ending up on a phone call that won’t help you get your refund.
  • Keep a record of when you send emails and when a Puffy representative responds. Also keep track of the names of any customer service representatives you speak to via email or over the phone.

Not Ideal for Heavy People

One complaint specific to the Puffy Lux mattress itself is that it isn’t the best fit for heavy folks. According to customer reviews, this is due to its soft, plush construction which simply doesn’t offer enough support for heavy people. So let’s take a look at the construction of the Puffy Lux.

The Puffy Lux is an all-foam bed with a medium-firm feel, which is great for side sleepers who need cushioning, contouring, and cradling of the curves.. But those exact strengths could be weaknesses when it comes to heavier people. Heavy folks need more firm support to prevent their pressure points from sinking too deep into the mattress and causing back pain. According to some customers, the Puffy Lux does not offer enough support for heavy people. This makes sense when you consider that the Puffy Lux only has one layer of firm core support foam, and the other three layers are made of very airy, plush comfort foam that help relieve small amounts of pressure, but isn’t as useful with extra weight.

  • The Puffy Lux is not the best mattress for heavy folks. It is too plush and not supportive enough to relieve pressure and prevent back pain for all body types.
  • An extra-supportive base, like a boxspring, can help prevent premature sagging and might help reduce any potential discomfort.
  • If you don’t already, try to sleep on your side. The Puffy Lux doesn’t offer enough support for stomach sleepers of any size, and it isn’t ideal for heavy sleepers who sleep on their back either. However, it does offer great pressure relief for side sleepers.

Mattresses Made Specifically for Heavier People

Helix Plus

If you’re looking for a mattress that will support all body types, we recommend the Helix Plus. It’s a hybrid mattress that offers breathability, pressure relief and comfort, all for an affordable price tag.

Read our full Helix Plus mattress review to learn smore.

Saatva HD

If you want a luxurious night’s sleep every single night, the best option for heavy folks is the Saatva HD. The HD is a hybrid mattress that combines latex and steel coils for high-quality support.

Read our full Saatva HD mattress review to learn more.


The final complaint that we noticed among Puffy Lux customers was about sinkage. Sinkage is when a mattress starts to sag somewhere, typically in the middle of the bed. It can cause a lot of problems: for instance, if you sleep with a partner and your mattress is sinking in the middle, you both might roll toward the middle, restricting each other’s space. This can also cause people to wake repeatedly throughout the night.Sinkage can lead to back pain and soreness due to improper support, so we take this complaint very seriously.

Sinkage is a common problem with memory foam mattresses because the foam tends to break down over time and leads to sagging. Still, Puffy’s Lifetime warranty adds extra peace of mind.As long as you use a proper mattress foundation, Puffy will replace any mattress with indentations deeper than 1.5 inches for as long as you own the mattress. So even though sinkage can be a problem with the Puffy Lux mattress, the lifetime warranty ensures that you can get a new mattress any time the sinkage gets too bad.

  • Even though sinkage can happen with all memory foam mattresses eventually, Puffy offers a lifetime warranty that helps counteract that problem. All you have to do is let Puffy know your mattress is sagging more than 1.5 inches, and they will provide you with a new mattress.
  • This is another great reason to use an extra-supportive base, like a boxspring. Supportive bases can help prevent sagging in all-foam beds. Moreover, they ensure that you don’t void the warranty by using a weak or faulty foundation.
  • If the sinkage is affecting your sleep, you should contact Puffy about the lifetime warranty. Measure the sinkage by stretching a string from one side of the mattress to the other and pulling it taut. Then use a ruler to measure from the string to the deepest part of the sinkage to determine if it meets the criteria for the warranty.

What’s Great About the Puffy Lux Mattress?

The Puffy Lux mattress is popular for a reason: despite these complaints, it is a high-quality memory foam mattress. It’s the right firmness level for sleepers who want a soft but supportive mattress, and it has incredible motion isolation, which is why we recommend it for couples. With the Puffy Lux, you will rarely, if ever, be awoken by a partner who’s tossing and turning. Plus, it’s one of the best mattresses for side sleepers thanks to its incredible pressure relief. The body-adapting dual cloud foam layers distribute pressure to prevent it from building up in pressure points like the shoulders or hips, so you can wake up feeling refreshed instead of sore.

A Queen size Puffy Lux costs $1,795, and while we know that isn’t exactly cheap, it’s a steal for the kind of quality you’re getting. The Puffy Lux might be a bed-in-a-box, but it is more than just a couple of layers of memory foam. That’s why the Puffy Lux comes with a lifetime guarantee.



Check out our comparison tool to see how it stacks up.

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The Bottom Line

Although we don’t want to ignore the complaints we found about the Puffy Lux, we generally believe it is still an excellent mattress well worth buying if you’re a side sleeper who isn’t heavyset. This mattress will be far less comfortable for heavy folks. If you or your partner weigh 300 lbs. or more, we recommend checking out the Helix Plus or Saatva HD instead, as those will be far more comfortable and supportive. Otherwise, none of these other complaints would stop us from recommending the Puffy Lux.

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