The Loom and Leaf mattress is a premium memory foam mattress with a more affordable price tag than many similar beds. It contains organic components and generally receives positive customer reviews. It’s also well-liked by expert mattress review sites, and the team at Sleep Aim often recommends it to our readers.
However, not everyone enjoys sleeping on the Loom and Leaf mattress. Whether you like it depends on your sleeping style and preferences. Some customers have also reported problems with customer services, particularly when it comes to late and missing deliveries. Before you buy a Loom and Leaf mattress, it’s essential to understand the negatives as well as the positives. So, what are the Loom and Leaf mattress complaints? In this article, we’ll round up the most common Loom and Leaf mattress complaints and offer our expert viewpoint.
What is the Loom and Leaf Mattress?
Loom and Leaf comes under the large parent company Saatva. Saatva has a good reputation for making decent quality mattresses at fair and affordable prices.
The Loom and Leaf mattress is a memory foam model featuring cooling sleep technologies. While it’s not the cheapest memory foam mattress available, it’s relatively affordable compared to other similar brands. The bed comes in two firmness options: ‘relaxed firm’ (medium firm) and firm. The firm version best suits back and front sleepers, especially those with higher body weights. The relaxed firm version is suitable for all sleeping styles and is an excellent choice for couples and people who switch positions in the night (combi-sleeping). However, it may be too firm for side sleepers with lighter body weights, so these customers may prefer a different brand as there is no softer option.
The Loom and Leaf mattress is Certi-Pur certified, which means that all the foams release no harmful levels of any toxin that could damage your health. This certification offers peace of mind that the bed is safe and healthy to sleep on.
Loom and Leaf mattresses are made in the USA. They come with a 180-day sleep trial that allows you to return the mattress for any reason if you’re unsatisfied. However, you must pay a $99 delivery charge to return the mattress. They also come with a 15-year warranty, somewhat longer than the industry standard.
The Loom and Leaf mattress construction is as follows:
Multi-Layer Support Foam
The Loom and Leaf mattress starts with several layers of dense, supportive polyfoam. These layers offer decent back support while molding to the shape of your body to provide comfort and pressure relief. While this polyfoam is more breathable than the foams used in standard memory foam beds, it will still trap more heat than mattresses with innerspring cores. If you sleep very hot, you may be better off with an innerspring or hybrid bed.
The polyfoam used in the Loom and Leaf mattress has an eco-friendly manufacturing process. Therefore, it’s a good choice if you want to make an environmentally friendly purchase.
5lb Foam Transition Layer
The transition layer features 5lb-density memory foam with a cooling, breathable structure. It off-gasses less than many other memory foams and offers body contouring for pressure relief. It also stops your body from sinking through the comfort system to the more rigid support system below. Like the polyfoam base layers, the transition layer is eco-friendly.
The Loom and Leaf’s comfort layer is made from soft, breathable memory foam infused with cooling gel particles to tackle overheating. It features Spinal Zone Gel technology to offer extra back support. This layer can conform to your body’s curves to relieve pressure on sore joints.
Quilted Organic Cotton Cover
The mattress cover features cooling, breathable organic cotton that feels soft and comfortable to sleep on. It has a natural thistle flame retardant that safely meets federal fire safety requirements without using potentially harmful chemicals.
Comfort and Construction Complaints
Most customer reviews rate the Loom and Leaf mattress highly in terms of comfort and quality. However, some buyers find the mattress too firm to feel comfortable, as you can see from the following Trust Pilot review. The Loom and Leaf comes in ‘relaxed firm’ (medium firm) and firm. While the medium firm option should suit most people, it may be too firm for side sleepers with light body weights. As most people are happy with their mattress firmness, it’s difficult to know whether these customers chose the wrong mattress for their sleeping style or if the mattress they received was firmer than billed.
Another complaint we encountered a few times was that the Loom and Leaf mattress caused back pain. However, many people reported sleeping on their mattress pain-free. Whether a mattress causes back pain depends on whether you choose the correct firmness and construction for your sleeping position and body type. However, it’s worth bearing in mind that some people experience back pain sleeping on the Loom and Leaf, like this Trust Pilot reviewer.
One Trust Pilot user also reported that after sleeping on a Loom and Leaf mattress for a few years, they received another one under the warranty terms and it wasn’t the same mattress. We haven’t read any other reviews mentioning a change of construction and Loom and Leaf maintain that the mattress is the same. It’s unclear whether this customer received a defective mattress in replacement.
Another reasonably common complaint about the Loom and Leaf mattress is sleeping hot, as you can see in the following Google customer review. Although the Loom and Leaf contains a breathable cover and cooling gel particles with heat-wicking properties, it’s still an all-foam model. Therefore, it’s more likely to trap heat than a mattress with an innerspring core. That being said, you can expect it to sleep cooler than a regular memory foam bed with no cooling sleep technologies. However, if you struggle excessively with sleeping hot, you may be better off with a different mattress construction.
While there are plenty of reviews that don’t report any durability issues, some customers reported problems like the following Trust Pilot reviewers. The most common issue by far is sagging. Some buyers found that their Loom and Leaf mattress developed deep indents after a short period. While the warranty covers sagging, this could cause discomfort and inconvenience when trying to have your mattress repaired or replaced.
As you can see from one of the reviews above, some customers also reported that the mattress materials became lumpy and uncomfortable over time. The lumpiness may be caused by a breakdown in the materials, hinting at issues with durability. While materials may break down if you don’t take good care of the bed and rotating it regularly to avoid wear and tear, the Trust Pilot reviewer below had problems despite taking the necessary precautions.
Of all the negative Loom and Leaf reviews, the overwhelming majority relate to delivery issues. Loom and Leaf mattress delivery generally takes 5-20 days, and the cost of the mattress includes a free white glove delivery service. You are given a 4-hour delivery slot so that you know when to expect the delivery. While Loom and Leaf says that they will contact you if your delivery is running late, as you will see from the following Google customer reviews, this doesn’t always seem to happen. This could cause a lot of inconvenience for customers who may need to rearrange their plans or waste time chasing up the company to find out where their mattress is.
From the reviews we read, it sounds like there could be communication issues between customer services and the delivery teams. Some customers, like this Google customer reviewer, also mentioned inflexibility around delivery times and problems arranging a slot that suited their schedule.
While many customers didn’t report any delivery issues, it’s worth bearing in mind that the process may not be completely seamless.
The Loom and Leaf mattress comes with a 180-day sleep trial, which is significantly more generous than many comparable companies. This trial allows you to return your mattress for a full refund if you don’t like it for any reason. However, Loom and Leaf charges a $99 delivery charge if you choose to return, while many companies offer this service for free. We read a large number of reviews where people said that they had successfully returned their mattresses and obtained a refund. However, one Google customer reviewer did have issues, although they didn’t specify exactly what the problem was.
As you can see, this customer also received the incorrect mattress. The Loom and Leaf website says that in the unlikely event you receive the wrong mattress, you should accept it and they will exchange it for free as soon as possible. While it’s concerning that this customer had such a bad experience, we didn’t find a pattern of bad reviews relating to returns. So, we conclude that there probably isn’t a general problem with Loom and Leaf mattress returns.
Customer Service Complaints
It’s easy to get in touch with the Loom and Lead customer services team. You can call the company directly on 1-877-786-6103 or use the live chat option on the website. We’ve used the live chat option ourselves to ask questions about Loom and Leaf mattresses and received prompt, helpful replies.
The majority of customer reviews agree with our assessment that Loom and Leaf customer services are generally good, even when the overall review of the product was negative. As we mentioned above, most of the complaints around customer services related to disjointed communication between customer services and the delivery teams. As you can see from the Google customer review below, people who contacted customer services to find out where a missing delivery was often couldn’t get an answer from Loom and Leaf’s customer services.
We also read a concerning review on Trust Pilot where the customer experienced dishonesty from the customer service team. In his case, the representatives falsely claimed that they called him to answer his enquiry. Like many other reviewers, the problem related to a missing delivery.
To Loom and Leaf’s credit, it accepted full responsibility for its customer services failings and acknowledged this publicly on Trust Pilot. It also issued a full refund. Although this customer’s experience was unacceptable, as most reviews speak highly of Loom and Leaf’s customer services, we hope that this was an isolated incident instead of a wider problem with customer care.
Q: Is the Loom and Leaf a good mattress?
A: The Loom and Leaf contains high-quality materials and is more affordable than many comparable brands. It offers decent pressure relief and back support and receives good ratings from customers and expert reviewers. However, whether you like the Loom and Leaf mattress depends on your sleeping style, body type, and sleep needs. There are some complaints about the Loom and Leaf mattress, and you can read them in this article.
Q: Are Loom and Leaf mattresses worth it?
A: Loom and Lead mattresses are good value for money and cheaper than many comparable alternatives. However, you should make sure that the mattress suits your needs before you buy it by reading expert and user reviews.
Q: How long does it take to receive a Loom and Leaf mattress?
A: Loom and Leaf mattress delivery takes around 5-20 days, which is slightly longer than many comparable companies. However, some customers say that they experienced problems with delivery including long waiting times and late or missing deliveries.
Q: Who owns Loom and Leaf?
A: Loom and Leaf is an offshoot of parent company Saatva. Saatva is a renowned mattress manufacturer and retailer, and Loom and Leaf is its eco-friendly memory foam model.
Q: Is Loom and Leaf good for side sleepers?
A: The ‘relaxed firm’ version of the Loom and Leaf is ideal for side sleepers because it can adapt to the side of your body and relieve pressure. While most side sleepers with an average or high body weight should find it comfortable, it may be too firm for those with low body weights. The firm version is ideal for front and back sleepers, but we don’t recommend it for side sleeping.
Q: Where are Loom and Leaf mattresses made?
A: Loom and Leaf mattresses are made in the USA.
Q: Does the Loom and Leaf mattress sleep cool?
A: The Loom and Leaf mattress sleeps cooler than regular memory foam beds. All the foams used in its construction, including the dense polyfoam base layer, have a breathable structure that allows air to circulate. The comfort layer contains gel particles that can wick heat away, preventing the heat build-up common with this bed type. However, the Loom and Leaf mattress sleeps warmer than many innerspring and hybrid beds. So, if sleeping hot is a particular problem for you, you may be better off with a different mattress type.
Q: Does the Loom and Leaf mattress smell?
A: Loom and Leaf says that its mattresses produce no off-gassing smell because of its manufacturing process. The company allows the foams to off-gas in the manufacturing facility before it constructs the beds. Some reviewers mention a slight odor when they first unpacked the mattress, but this should fade very quickly if you air the bed out for a while before you sleep on it.
The Bottom Line
Generally, the Loom and Leaf mattress receives good user and expert reviews. However, as you can see in this article, there are some Loom and Leaf mattress complaints. These negative reviews mainly relate to poor communication between customer services and the delivery team, and some customers experienced late or missing deliveries. Even when the reviews were negative, most users had good experiences with the Loom and Leaf customer services department.
Some users also reported premature sagging and lumping of the mattress materials. However, these complaints featured in a relatively small number of reviews. The warranty protects you against these issues, so you can get a repair or replacement if your mattress develops a fault.
Despite these Loom and Leaf mattress complaints, the large number of positive reviews mean that we feel confident recommending this bed to our readers. However, like any mattress, you should check the product features and specifications to make sure the Loom and Leaf meets your individual sleep needs. A mattress will only feel comfortable if it suits your sleeping position, body type, and personal taste.