Novilla MattressReviews of novilla.net

I placed an online order with Novilla on July 9.2025. As soon as I received a confirmation (within minutes), I realized that the mattress would be going to the wrong address. I immediately called the customer support number but could not reach a live person. I left a detailed message asking them to re-direct my order. I also immediately emailed their support email address stating the same issue with the title line DO NOT SHIP THIS ORDER. When a person finally called me back they said they did not think the order could be re-directed, but not to worry because they have FREE returns so the item could be returned and re-ordered. THIS WAS A LIE! The box has been sitting on the doorstep of the wrong address for 2 weeks now. Novilla cannot seem to create a return label to pick up the mattress and send it back. They have given me every excuse in the book; the logistics company is backed up, their system is down, etc., etc. It was shipped to me via Fed Ex, why can't Fed Ex pick it up??? The sad thing is, I am a repeat customer. I already have a Novilla mattress and ordered a second one. All they had to do was re-ship this mattress to the correct address, but instead they have screwed over a good customer and I will NEVER buy another thing from Novilla again. I've contacted my credit card company to report Novilla for FRAUD since they charged me for a mattress that I never received.

I ordered the mattress through Amazon but had questions about two products that were little different from each other. So I found their website and reached out to their customer service. The website gives the feeling that it's live chat but each time I tried to chat I was given the option to email (which kind of defeats the purpose of IM / live chat!), that was after I was told to wait a bit so I could chat with a live agent. But through it all, Ruthie was very responsive and she answered my question and she won me as a customer. I ended up ordering via Amazon. To me that's a win!

Beware of their "100 day free trial" scam. I found my "plush" mattress to be way too firm and it hurt my back so I tried to return the mattress. First they only offered me a 30% refund and when I said that was unacceptable, they asked me to donate the mattress and provide them a receipt before they would issue a refund but the 3 places they referred me to don't operate in my area or DON'T TAKE USED MATTRESSES. I also checked with my local women's shelter who also does not take used mattresses. They offer a "full refund" within 100 days but they don't mention that you are required to figure out someone or somewhere to donate the mattress to in order to get that refund.

Great mattress soft and firm all in one!! Purity 12in. Mattress is great! Also great customer service!!

There mattress expands a lot, would not recommend Buy a double size and it will become king size in a month

they sell faulty mattresses and refuse refund. I bought a super king mattress and in one month it’s expanded much more and it does not fit on the bed frame. Beware of very poor quality product, buy some other brand. Zero warranty , consider your money lost if there is something wrong with the mattress

We have bought three Novilla mattresses to date and have been more than happy with the purchases. We had one minor quality issue with a topper cover and they went beyond to resolve. They stand 100 percent behind their products and I’m 100 percent behind the quality of their mattresses.

I reluctantly bought a Mattress In A Box.. From Novilla.. But I’m so happy I did.. because this Mattress is so comfortable and it fits my every posture.. I have bone on bone arthritis in both hips and knees and I searched for the perfect Mattress with no avail.. Until I decided to go for it & get a Mattress In A Box.. They had great reviews & It sounded like this was the mattress for me.. And I was right. Not to mention, I bought it in 2023, and it got damaged recently and Novilla replaced my Mattress at no cost to me.. You won’t be sorry! I Promise!