Luff Anmeldelser 70

Poor communication. Ordered from costco whose website states I would be contacted within 2 business days to confirm delivery. This didn't happen. Spoke to luff who said I would get a text from courier yesterday or today, that didn't happen. Luff said today that courier would collect it from manufacturer next Wednesday and text me next Friday to arrange delivery. I don't believe it. Then I spoke with costco who were informed by luff that I had been contacted several times regarding delivery, this is untrue. I was contacted once, it's all recorded.

Costco are now refunding the purchase.

Poor communication from the manufacturers has been the catalyst for the refund. If as the manufacturer says the courier is responsible for not collecting it from the manufacturers two days ago, then it should be sent via a separate courier or i should be allowed to collect it in person. It's a rolled matress that will fit in the car, i wasn't offered any option to collect it. However given the postcodes involved between manufacturer, courier and customer it would have been possible.

There is also a discrepancy between the manufacturers website price and the costco price before and after the hot buy price.

I have sent this email to Luff which explains the first issue I have with Luff-
Dear Luff Customer Service,

I want to start by saying how much I appreciate your products. I recently purchased three mattresses from Luff and have been very happy with the quality and comfort. I’ve even placed an order for a fourth mattress because of the positive experience so far.

However, I was left very disappointed by the recent delivery. When I placed the order, I was told that the old mattresses would be taken away and the new ones would be unboxed and set up on the beds. Unfortunately, the delivery team refused to take the old mattresses and simply left the new ones boxed, which has caused considerable inconvenience.

This was not the level of service I expected from a company I’ve come to trust. I now need to take additional time off work to arrange for a revisit so the old mattresses can be collected and the new ones properly unpacked and installed.

Given the disruption and extra effort involved, I would appreciate it if you could offer a goodwill gesture or financial compensation for the inconvenience caused.

I remain a loyal customer and hope this matter can be resolved quickly and positively.

Kind regards,

Pramod
As a side note the total order was worth about £3k

The second issue is that the warranty website does not allow me to register one of the pillows modells manufactured by Luff.

I have emailed Luff and await their response.
Update 16/7/25 - I have spoken to the director and as gesture of goodwill, he will send me 4 Duvet Sets. This is worth over £500 in total at this positive outcome. I have recieved the 4 Duvet Sets. I am very happy and now rate Luff.

My wife and I bought our mattress from Luff when in Costco. Both members of staff were friendly and explained the product very well, and we got to try their three levels of firmness whilst in store.

The mattress itself is extremely comfortable. My previous mattress became too soft and was starting to hurt my back. During my first morning of waking in the Luff mattress, I could feel the difference and my back wasn't in pain, nor stiff.

I had a separate query regarding my delivery, and the customer service team got back to my very promptly with the answer I needed.

Very happy with my purchase!

Purchased the medium firm mattress from the Luff stall in Costco. It was a smooth and easy transaction with even faster delivery. The packaging came damaged but I was assured by Luff that the mattress within should be fine and if not they can assist further with this. The mattress so far is very comfortable but we are still in our early days of trying to product and see how our bodies react to it. So far excellent customer service and even better high quality products. I was given the bamboo pillow and duvet set complementary and they add such a nice and pleasant experience to sleep. Now me and my wife are excited every night to get into bed and have a good night sleep.

Really nice bedding, nice feeling and top quality. Had a slight issue, contacted customer service and was rectified very quickly. Would recommend and re purchase.

I purchased a super king mattress from Costco when Luff was running a promotion there. My husband and I have always had soft mattress’s but we decided to go for the firm mattress with Luff anftwr speaking with the lady running the promotion and she was amazing in helping us. I must say it was the best thing we ever did. Now I am not going to lie the first week we thought omg what have we done. I think it took us 1 week to get used to the new firmness after lying in a body shaped crater with our old mattress for so many years! I have never slept so well in my life, I literally fall asleep and don’t wake up till morning no more tossing and turning with aches and pains. I don’t even think I dream anymore I am in such a deep sleep. We then noticed Luff was in Costco again but with there pillows. Yet again Luff you have surprised me with how amazing your honeycomb gel pillow is. My husband and I plus my father and his wife purchased them and I didn’t think my nights could get any more comfortable but they did. The pillow is just as amazing as the mattress. Not only that Luff customer care was just as amazing as their products! I had an issue with the mattress cover, well I say I, my husband put a slight rip in it when we was unpacking it as the tool snapped. When I emailed the office they arranged for a replacement at a fraction of the cost. Then a week or so ago my zip just zipped right off the mattress cover 🤦🏼‍♀️ and again I spoke with Evan who just sent a free mattress cover out in the post to me. I couldn’t rate this company and staff any higher. Customer service is not dead people this company still remembers the old way and how superb customer service is the key to keep people coming back and spreading the word. I also highly rate the bamboo silk duvet set, we was gifted this when we purchased our mattress and wow beautiful set.
Thank you Luff for all your help and guidance.

I purchased this pillow over 3 years ago and it still so comfortable! I love how you can add or remove filling to make it perfect for you. I like a pillow to feel soft but also firm so I liked that I could choose how I wanted it to be unlike other pillows I have tried. Outer cover of the pillow can also be removed to wash which is useful! It also feels cooling perfect for summer nights!

Beautiful bedding by Luff.

Such an amazing feel and the bamboo qualities are so beneficial for my skin and hair. I've seen and felt real results.

Best silk bedding I have ever slept in.This bamboo silk is absolutely unbelievable, especially if someone suffers from allergies and it is amazingly cooling and super soft. I also have bought the Mayfair pillow which is also great for hot nights and a comfortable sleep with support for my neck.I am planning on purchasing there Bamboo Hybrid mattress as well which I tried out in my local Costco store Thank you Luff for creating all these amazing products 😀

Bought the bamboo mattress from the vendor's stall in Costco and all I can say is that from the get-go it was like lying on a slab of concrete, certainly not the same as the mattress in store. I contacted Luff and asked if I had the correct mattress as it felt like extra extra firm to me and Luff advised it was definitely medium and sent me a topper which was just a thinner version of said slab. They send the topper in the hope you will keep the mattress but almost £1000 for a mattress I don't expect to have a topper to try and make it comfortable. I returned the mattress over a week ago and today received a call from Costco to my parents' house (and I have no idea how they have this number) saying they want the 'free' pillow I got with the mattress and also the mattress topper back which is totally fine but as the topper was not on my receipt I am not sure how Costco can take this back? I am also not sure what you can do with a used pillow but Luff can arrange collection at their earliest convenience.

Just bought the adjustable hybrid pillow. I'm a front sleeper and reduced around 50% of the random looking foam off-cuts. I noticed when removing filling to adjust that it looks like quite a lot, the foam can clump together.

The outer casing is very padded, but doesn't feel premium. There is another case that holds the foam bits and does some scientific things...

Comparing against a feels like down cluster pillow (£8) from a hotel linen supplier, I felt more comfortable with the standard cluster pillow, however the reduce height was better.

My sleep wasn't great with the Luff, the pillow when you have reduced the contents can go into a odd shape. You will need to plump it frequently. The foam does mould to your head, it's foam at the end of the day but I have to say all things considered I suspect it's manufactured at a fabulous cost and a nice margin for Luff.

My search continues for a nice lo-ish feels like down cluster pillow...

The service was above and beyond, Jemma in Gateshead Metrocentre was so helpful and went to great lengths to make sure I got the Mattress I was looking for. I bought an Elegance, coil and memory foam Mattress with 2000 springs, medium firm. The men who delivered the Mattress were very efficient and polite and offered to wrap my old Mattress too. My husband has been finding his back issues have been relieved after swapping to this Mattress and I have also found it very supportive but I added a soft mattress topper on my side for hip protection. We also bought pillows too which are excellent, especially that the casing can be washed in a machine. My Son a while ago, bought the Duvet cover and pillow case, the quality was excellent, feels like silk to the touch. Would definitely recommend this company and products!

LUFF bedding. Sought it out at the Metro centre Gateshead after being advised to try it. The two guys running it (Marc & John) very, Very helpful. Explained the benefits of Bamboo Material. Ende up with not only bedding but also 3 Mattresses. They delivered, a journey of around 60 miles each way. Well done guys, and, thank you

Having bought these products from Costco we are delighted with the sheets, so soft, but not yet tried washing them.
The only strange thing is we were sold by the sales person for Luff, pillow cases which are also great, however, the pillow case is far too big for Luff pillows, a full 25 cams too long , why is this? They look messy on the bed!
Can anyone from Luff tell me? The products overall are great. Thanks

Best bedding I have ever slept on! It really feels like you are sleeping in heaven. It’s beautiful, soft, silky, feels amazing on skin. You truly are sleeping on luxury and it improved my sleep too. I was so impressed with it, I put all my old bedding in charity bags and refuse to sleep on anything other than LUFF bamboo. Five stars across the board.

Thank you to Luff for amazing customer service. I am so grateful for your help in choosing me the perfect pillow. My Sister initially recommended the Prestige and after talking to customer service we decided this would work best for me. This is the best pillow I’ve ever had and I would recommend to anybody. We spend so much time in our beds that it is worth buying the correct pillow.

Having had a bad experience with a horribly lumpy pillow, Luff reached out and I now have a new and very much improved pillow that keeps its shape, is comfortable to sleep on and doesn’t scrunch into uncomfortable balls of bamboo fibre. This new pillow is 100% an improvement and doesn’t need to be tumble dried. Thank you for listening, very thoughtful customer service.

My original review:
I have a Luff pillow, have had it for 4 months. The woman doing a promo at the store I was in sang their praises. Best bamboo memory foam pillow you can buy. Well if you don’t own a tumble dryer, it’s probably the worst thing you can buy.

I reached out to Luff who advised
“Please can you put the pillow in a tumble dryer without the outer pillowcase for 45 minutes. That will help unstick the memory foam that is clumped up. After doing that it will be a lot more comfortable. It’s best doing this again if it ever feels like it needs it.”

Nothing to suggest for those of us who don’t have a tumble dryer. Would not recommend this lumpy sack of **** to anyone.

Instantly had a problem with pillow, far too hard, possibly overfilled and nothing like the in-store sample I had looked at. I reached out to Luff via their customer help portal and waited for a reply. I really wanted to get the problem sorted within a reasonable time, so after several days I decided to speak to a real person and called them - Unfortunately nobody was available, so 'please leave a message'!
Sorry but despite all the great reviews, my experience is nothing but poor and I can't recommend them

The both pillows which I bought from luff are what I was looking for .

Delighted to discover Luff in Costco Bristol.
Two Bamboo Forest pillows went home with us.
Buying pillows is always a gamble. Will the softness/firmness suit us? 🤔
These were perfect 👌.
I'd suggest airing them for a day then simply enjoy a good night's 😴.
Thank you Luff 🤗