Max & Lily Avis 4

I had one of the worst customer service experiences I’ve ever had with Max & Lily. I ordered two queen mattresses that were promised to arrive by December 6, 2025. Only one mattress arrived, and it came late. The second mattress never showed up at all. FedEx tracking hasn’t updated since December 2, and FedEx told me directly that Max & Lily either never sent the item or it was lost in transit—and that only the company can file a claim to fix the issue.

Since then, I have tried over 50 times to contact Max & Lily through email, online chat, and phone calls.
No one has ever responded.
Phone calls go to an endless hold. Emails are ignored. Their online chat never connects to a real person. It feels impossible to reach an actual human for help.

At this point, I am out the money for a mattress I never received, and the company has made zero effort to resolve it. Their customer service is absolutely nonexistent.

I’m posting this review to warn other customers:
If anything goes wrong with your order, you will not be able to get help.

Buy at your own risk.

Wrong part sent in the package and charging to get the correct part and terrible customer service. What a pathetic experience

I ordered 2 sets of bunks on sale and seemingly a good value. The bunks were not packed sufficiently and multiple pieces sustained damage during delivery. I contacted customer service. I tried via email with no response after 4 days. Tried calling and was on indefinite hold. Last resort was chat function on their website. Typical AI responses that did not help. They advised me to email (already done). I was told they would see what they could do… no solid confirmation that replacement pieces would be sent or when. 3 weeks went by with no communication. I finally received 1 of 3 replacement pieces. It was sent with a very thin cardboard cover on 3 sides. 1 side left exposed! Needless to say it was also damaged. Still waiting on other pieces.
I would say the quality of the bed itself is ok for the price paid. Assembly is easy enough (for the parts I could put together).
The customer service is just unacceptable. I would not recommend ordering from this company.

Max and Lily mattresses are not returnable for any reason, even if unopened. I purchased three and none of them expand to 5 inches per the description. Be careful before purchasing if you have doubts. I gave mine to charity and intend to purchase Saatva’s 6.5 inch kids mattress.