Malouf Reviews 9

I would give them a minus score if an option. Horrible product that does not work nor perform as they claim - mattress protector. After going round & round with them, sending photos, tags, receipt etc they are willing to send me a new mattress cover when they should be replacing my pillow top mattress. Why would I want another one of their products when it doesn't do what they claim it does. Absolutely awful experience.

Date of experience: June 10, 2025

We purchased 90 Lucid mattresses for our hotel based on the company’s marketing claims of comfort, durability, and value. In reality, they’ve proven to be an unmitigated disaster — and worse, the company refuses to stand behind its product.

Within a few years, a significant portion of the mattresses began to fail. We’re not talking about minor issues — we’re talking about large-scale, premature degradation that has forced us to accelerate our replacement schedule at considerable cost. Lucid’s customer service team initially acknowledged the issue, telling us: “We are sorry to hear that those are all having an issue. We are going to reach out to our sales team here to see what we can do from here.”

But that soon changed. We were told the warranty was void because the mattresses were used in a commercial setting — a fact they claimed they were unaware of. This was patently false, given we had spent months working directly with Lucid’s sales team to select the right product for our hotel. When we reminded them of that, their story changed: “OK, maybe we knew, but we still consider the warranty void.” And when we pointed out that this exclusion had never been disclosed to us, their final response was essentially: “Sorry you weren’t told, but the warranty doesn’t apply.”

We made our purchase in good faith, expecting both product quality and manufacturer support. The result? No accountability. No support. Just a blanket refusal to engage.

So, we escalated. I messaged CEO Sam Malouf on LinkedIn. He replied to my initial message asking how he could help. I followed up with all the relevant details — and then… nothing. No response to that message, or to any of the four follow-ups I sent. Just silence.

I also emailed Eric Holmstead, the company’s President, three times. No reply. Not even the courtesy of an acknowledgment.

This isn’t just about defective mattresses — it’s about a company that refuses to take responsibility or even communicate with a paying customer. Their apparent strategy is to ignore the problem and hope it goes away.

If you’re a homeowner and one mattress fails, you're stuck. If you’re a hotel operator like us and dozens fail, the operational and financial fallout is massive. Either way, Lucid leaves you on your own.

Lucid’s combination of poor product quality and non-existent customer service should be a flashing red light for anyone — customer, supplier, or investor — considering doing business with them. They don’t just refuse to help; they refuse to even respond.

We’ve since been forced to find a new supplier and are phasing out all Lucid mattresses from our property. It’s been an expensive lesson — and one we hope others can avoid.

Buyer beware.

Date of experience: April 17, 2025

I bought a Lucid mattress in 2022. After less than two years of normal use, it sagged so badly in the middle that my wife and I would roll into each other at night. The surface became uneven and lumpy, making it impossible to sleep comfortably.

I submitted a warranty claim with photos, only to be told it didn’t qualify because the indentations weren’t deep enough. Customer service took weeks to reply and ultimately suggested I buy a mattress topper — to fix their failing product.

This mattress has caused me chronic back pain that required medical treatment. I trusted this company and was left with a defective mattress, denied support, and zero accountability.

If you care about long-term comfort or your health, avoid this brand.

Date of experience: April 14, 2025

We bought a Malouf 5 sided mattress protector with our new mattress. It was stated to be 100% liquid proof. It was not. Customer service email and cell services do not respond. I would not recommend any Malouf products.

Date of experience: March 04, 2025

I have used malouf pillows for many years, they have changed my life. The side sleeper shoulder LT OmniCool is my new obsession. I literally can't sleep without it. I had a small warranty issue about a month ago and tho it took a little time to get it figured out the company replaced the pillow which I just received today and I am a super happy customer.

Date of experience: January 30, 2025

Awful customer support.

Buyer beware. I ordered a couple of pillow protectors which I have not tried yet. The problem I have is that their customer service is all but non-existent. I've tried to contact them multiple times and have yet to receive any kind of response. They offer warranties on mattresses but nothing for many of their other products (even unused/unopened/still in the original shipping box). So… as I said, just be aware. I won't be ordering anything from then in the future.

Date of experience: November 10, 2024

I got a horrible set of sheets from them. They sleep very hot and they are scratchy. When I wrote a negative review on their site they DELETED IT. So don't trust the reviews on their site because they only keep the good ones.

Date of experience: June 04, 2024

We bought a mattress protector from this company through mattress firm. After 2 years of owning it, strictly following the care instructions, it FAILED. We reached out to the company asking them to adhere and follow what they promised us. THEY REFUSED TO REPLACE THE MATTRESS which is what they told us. Instead they offered a cleaning kit and a new mattress protector. This company is a scam and their mattress protector is a huge failure

Date of experience: April 11, 2024

We love our bamboo sheets. They probably were not the cheapest on the market but they were so worth it!!

Date of experience: June 12, 2023