Novilla MattressReviews of novilla.net

Customer representatives do not respond!!! I been trying to reach out for days! I have a urgent matter

terrible customer service, ordered a mattress 3 days ago, i check on the progress earlier this morning and it was cancelled says "contact FedEx to arrange delivery" when i contacted FedEx, they said there was nothing they can do as it was cancelled by shipper.

We bought a 12” Queen Vitality Hybrid mattress. We tried it for a week and my wife’s hips were in pain. I wanted a refund. They offered us 60 of what we paid. I declined the offer. No the meant is to find a place to donate the mattress. To make it right Novilla should take care of this. It’s not our responsibility. When we ordered they said if not satisfied we could get our money back. Nothing was said about jumping through hoops. We are very disappointed with the product. And even more disappointed in the customer service. I would not recommend Novilla!!!!

Purchased a Novilla mattress and description stated "1000 Pocket Sprung" and "Bamboo". When it arrived and i read the label, it stated "Continuous Coil" and no mention of bamboo whatsoever. This company is a scam.

Awful experience. The Queen mattress topper I ordered was meant to be 4” and it never expanded after the suggested 48hrs. I contacted customer service “Tracey” who had me going round in circles telling me give it a bit more time. A week later it was still flat. Initially they offered a replacement which I was willing to accept. However, when I asked if they could guarantee it would be functional and expand this time around I was told they couldn’t confirm this (which to me says it all) and instead they offered an 80% refund.. erm you sell me a faulty product that cannot be used and you expect to keep 20% I don’t think so. Eventually after multiple emails back and forth they have refunded fully but will not arrange collection for this defective piece of junk they sent me. They in fact told me I had to arrange and pay the courier first to send it back to them, then they would consider my claim and “compensate me” once I provided a receipt. What company expects their customer to do this. I asked for a prepaid return shipping label and they declined. I’m pretty sure that’s not a promise they will fulfil , so not taking any chances with this joke of a company again. I couldn’t donate it as it’s not even expanded, what use is that to anyone else. I asked repeatedly to have a response from a manager and it was ignored. Now they’ve stopped responding altogether. So be aware if you order from them and you get a faulty product as the genuine unpaid for reviews tell you will probably happen. Then you will be stuck with disposing of it yourself. Well done on Novilla shirking its responsibilities as a considerate company and hurting the environment a bit more by adding more unnecessary items to landfill and not providing customers with an alternative to return unless it’s at customer expense. Plenty of other more reputable companies to choose from, avoid Novilla at all costs. I eventually purchased one from sleep innovations which was 100% better.

I purchased a twin memory foam mattress. I felt it wasn’t as comfortable as described, I wanted to return it or possibly upgrade within the 100 days. It was a hassle going back and forth with them to even figure out a plan and I would have to pay to upgrade of course so they sent me a mattress topper instead. This thing SMELLS so bad, it’s giving me heart palpitations, headaches, chest pain, sore throat and runny nose. They stopped writing back to me and it’s after the 100 days sleep trial. I want a full refund. This is ridiculous. Non toxic ? I doubt that very highly.

The coils in the hybrid mattress are very noticeable, they pop when you get up also. I tried to contact the company but everytime i try to get ahold of them again i just get a email that says they've merged my tickets and i just never hear back. I feel like they're just buying time until the return window is closed. Im trying to return it and getting nowhere.

I bought a Novilla mattress via Amazon and initially it was a lovely sleeping experience. The back pain I was suffering from had gone, but over time.. Well.. That all soon changed. This mattress went from medium firm to very soft within 12 months to the point it feels like i am being swallowed while I sleep and is incredibly difficult to move around which ALWAYS wakes me up when sleeping. I get about 4-5 hours of sleep on this mattress. Its the worst sleeping experience ever and is effecting my personal and working life. Please refer to their Amazon reviews and look at at all the 1-2 reviews which are honest and gives you insight into the longevity which is shocking, because all the 5* reviews are people usually within their first week or month of having the mattress. I am out of the 100 night warranty so all i can do is give you this review. TRUST ME KEEP AWAY AND INVEST YOUR MONEY ELSEWHERE.