Max & Lily Reviews

This has to be one of my worst experiences dealing with a company's customer service. I bought two queen-size mattresses with a delivery date of early December. Only one showed up, and it arrived late. The second one never came at all. The shipping carrier stopped updating the tracking for the missing mattress on December 2nd, and when I contacted them directly, they said Max & Lily never shipped it or it got lost somewhere along the way. They also said only the company can file a claim to resolve it. What happened next was incredibly frustrating. I've tried to get in touch with Max & Lily more than 50 times through different channels: email, chat, phone. Nothing. I keep getting put on hold when I call. Emails are completely ignored. The online chat doesn't connect me to an actual person. It's like trying to reach a ghost. I'm out the full amount for a mattress that never reached me, and Max & Lily has done absolutely nothing to help. I'm sharing this so other shoppers know what they might be getting into. If something goes wrong, you won't be able to get anyone to help you. Shop here at your own risk.

Got sent the wrong component and then they want to charge me to fix their mistake. Absolutely terrible service experience overall.

Ordered a couple of bunk bed sets that looked like a solid deal on sale. Unfortunately, the packing job was inadequate and several components arrived damaged. I reached out to their support team but things went downhill from there. My email went unanswered for days, calling put me on eternal hold, and their chat support just gave me generic AI responses that weren't helpful at all. They basically told me to email them (which I already had) and said they'd "look into it" without committing to anything concrete. Three weeks passed with zero updates. When a replacement piece finally showed up, it came with flimsy cardboard protection on just three sides, leaving one side completely exposed. You guessed it, that one was damaged too. I'm still waiting for the rest. The actual beds are decent enough for what I paid, and putting them together isn't too bad when you have the right parts. But their customer service is really unacceptable. I can't recommend shopping with them.

Just a heads up that Max and Lily won't take back their mattresses under any circumstances, even if you never open them. I bought three of them and none of them puffed up to the advertised 5 inches. Before you spend your money, make sure you're comfortable with no return option. I ended up donating mine and switched to getting a Saatva kids mattress instead, which is 6.5 inches.