Luff Recensioni 

Our experience started at Costco Glasgow where we saw the mattress and there were 2 samples - one was medium (way too soft for us) and there was a small sample of a mattress called hard rock. After trying this one we simply fell in love. The rep in Costco was not really knowledgeable and was struggling with the sale. I was as well informed that the hard rock was more expensive and it was 100 pounds extra which up to my surprise I couldn't pay in Costco but I had to pay it later on over the internet. We agreed to that as we were assured that if something goes wrong we get full refund. I checked the website and it was confirmed there as well so we decided to give it a go. We got free pillows as well and cooling pillows are really cooling. Great quality.
Transportation - I couldn't dream of a better courier. Perfect communication and on time. Both ways.
Customer service - absolute pleasure except for one instance. Before everything I was told that if I'd decide to exchange my mattress for another type I would forfeit my 100 pounds upgrade fee. It seems logical due to shipping costs etc if it's just my change of mind. Sadly when the mattress arrived it was nothing like the sample - it was literally like a rock. My wife due to her back problem has to sometimes sleep on a hard floor on a blanket. On this mattress she couldn't fall asleep at all and after she developed back pain we had to swap back the mattress in the middle of the night. I'm a heavy guy but the mattress didn't give in nearly at all. It's really as a rock - sadly the sample with the same tag in-store was much softer.
Material wise - it feels absolutely great in touch and you can see it's made of a good quality material. But additionaly the mattress was 2 cm shorter than it should be and few centimetres (around 4cm) shorter than our old mattress so there was a gap which for this price should not simply be the case.
I called the customer service and up to my surprise in was told that if I would like to return it - I wouldn't get all the money back. This little adventure of a back pain and sleepless part night was supposed to cost me 100 pounds. Luckily after quoting promises from their own website and promises all over their website and leaflets - after half an hour I was promised full refund and this has happened. Great communication all the way. But this small part caused a lot of stress for me and my wife. I was really upset when I learned there's a chance of loosing 100 pounds on the top of the disappointment of different mattress than the tester in the first place.

The purpose of this review is to let people know that hard rock model means hard rock and it's nothing like the tester in Costco. It's literally thick slab which unless you weigh 400 pounds simply will not give in. And if you decide to upgrade to it anyway - give them a call beforehand to make sure what are the conditions in case of a return. Customer service answers calls at any time quite quickly and it's a pleasure to deal with.
This is a story with a good ending and overall I'd recommend this company as a trustworthy.

Having purchased Luff Sleep products previously (mattress topper and bedding), I can vouch for their superior quality and value for money.
As a ‘hot sleeper’ I was hesitant to purchase any mattress topper fearing it would retain the heat and do little more than generate additional discomfort. This was absolutely not the case; it’s supremely comfortable and does not create any overheating.
Today I had cause to contact their customer services with a query. I found them super responsive, helpful and it’s a pity other companies aren’t as easy to deal with.
All sorted inside of two emails and my order is on its way.
Cannot recommend this company and its products highly enough.

Ordered bedding. Had a question and a slight alteration regarding order. Customer service representative was very helpful and helped me to resolve the issue. Very professional company. Highly recommend.

I had a problem with an item I bought. Luff customer service sorted this out for me with no hesitation. I can't thank Ceri enough for her speedy response. The problem has now been rectified with ease.

The bedding is superb, it feels totally luxurious. My husband loves it too. The customer service from Luff has been extremely helpful, 10/10 in dealing with my enquiry. The lady with whom I placed my order in the Costco store made sure that my delivery arrived prior to my impending holiday. The conversation I had after with Luff by phone was extremely helpful, i talked to a human instead of a chat bot. The gentleman took the time to totally understand me & advise. Perfect customer service. Thank you Luff

The 100% bamboo silk duvet set and fitted sheet made my experience great! That was my first time at age 44 sleeping in sheets made for royalty and I have to say I think every little thread helped. There was no faking last night. Every time I turned around I got the experience all over again. I'm in Luff!!!

I bought one for my husband as a present and after trying his I ordered one for myself. I have no idea how it works, but it does! The ‘cool area’ is big enough so you can move your head to a new cool patch when needed, it’s been amazing to have in this really hot weather and has definitely improved sleeping for both of us.

Fast delivery, exceptional quality, great service!
The Bamboo silk sheets are something to be experienced. You don't realise how much it will improve your sleep health, but it's cooling, incredibly soft and worth the money.

Bonus: it's ethically made via Bamboo, which is also moisture-wicking and has hypoallergenic properties, making it great for my skin!

Luff products and service have been great. They really do look after you.

We have had issues with the delivery company which is no fault on Luff as they have done everything in their power and also provided us with heavily discounted/free products to say sorry even though it's not their fault.

I totally understand as I am in a similar sales role myself so I have very high standards for customer service, Luff have definitely went above and beyond.

Their mattress is very comfy , we have a half and half to fit both me and my partner's preference.

Their bedding is amazing! Lovely and soft bamboo but also cooling.

So glad we decided to pick this company for our mattress, pillows and bedding! :)

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!

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!