886-587-9248

Business Name: Max & Lily Product: Two 8-Inch Queen Memory Foam Mattresses Order Total: $975.65 Order Date: 11/30/2025 Promised Delivery Date: December 6, 2025 Tracking Number: 886587924807 (FedEx) Complaint Summary I am filing a complaint regarding Max & Lily due to failure to deliver a product I paid for, refusal to provide customer service assistance, and lack of response despite over 50 attempts to contact them. On my order, I purchased two queen mattresses, which were promised to be delivered by December 6, 2025. Only one mattress has arrived, and even that one was delivered late. The second mattress has never been delivered, and the tracking information shows no movement since December 2, 2025, as seen in the attached screenshot from FedEx. Details of the Issue FedEx has informed me directly that the second mattress was either never received from Max & Lily or has been lost in transit. FedEx also stated that only the shipper (Max & Lily) can open a claim to investigate or replace the missing item. I have attempted to reach Max & Lily over 50 times through: Email Online chat Phone calls They have not responded even once. When calling their customer service line, I am placed on hold indefinitely. No one ever answers. Emails go unanswered. Their chat system never connects to an agent. At this point, it appears the company is refusing to communicate, resolve the issue, or initiate the required claim with FedEx. Desired Resolution I am requesting one of the following resolutions: Immediate shipment of the missing queen mattress, OR A full refund for the undelivered mattress, plus the associated recycling fee and taxes. Because Max & Lily is the only party authorized to file a lost-package claim with FedEx, I am unable to resolve this issue on my own and am left without the product I paid for. Additional Notes This situation has caused significant inconvenience, as [BBB Scam Type: Online Purchase] [Business: Max Lily] [Location: CA, USA - 950