Novilla MattressReviews of novilla.net

I bought a mattress and bed frame in May 2024. September 2024-the frame collapsed and broke. I contacted their customer service, explained what happened, sent in receipt and pictures of the damage. They sent me a new upgraded frame at no cost to me. I worked with Tracy and she checked with me every step of the way! Did what she said she was going to and a definite pleasure to work with! Thank you Tracy and Novilla for some good sleep!

I had purchased a king mattress from Novilla back in April of this year and unfortunately that mattress was uncomfortably soft for me so I reached out in agony one night and the next day they had already set plans in motion to send me a new mattress with higher firmness and support at no additional cost. Their customer service agent (Gabrielle) kept me up to date throughout the process and sent me tracking info for the new mattress. I now sleep comfortably in my new Novilla Ataraxia mattress and I cannot be more thankful!

First of all the customer service is amazing! I would like to mention Tracy, because, she helped me get what I actually ordered, when Amazon sent me the wrong thing, and made sure to stay in communication during the time I was waiting to receive the replacement! I was really really upset when I took the chance on buying a mattress online and I ended up receiving the wrong one. Amazon literally told me, "you'll most likely get the same thing". I didn't want a refund, I just wanted the mattress I actually paid for! I got in touch with Novilla support, honestly not expecting too much help...and within a day of explaining what was going on I had the correct replacement on the way at no charge and I didn't even have to return the other mattress (I gave it to my parents). As far as the mattress goes...the first one I received, which wasn't what I wanted, was just a regular 12in memory foam mattress. I had never slept on memory foam and was really anxious to try it but I grew used to it while I was waiting on the replacement. I would easily recommend it to someone who likes a memory foam mattress. Now for the winner! What I finally received was the 12in Gel Hybrid Mattress and it is heavenly! For what I paid, this mattress is fantastic. It's soft and comforting and it feels good to my body. But I like a soft mattress with GOOD support and this one has it. There was a mild odor that faded overnight but I'm pretty positive was from the plastic. The side support is great, too, a lot better than the memory foam! Seriously, this company is phenomenal and their products are top tier. Take a chance and you won't regret it Just get it!

I bought a metal bed frame and had issues with it and turns out it was my mistake in how we put it together! Tracey was so helpful, patient and kind helping me figure it out and even sent me replacement. They were s understanding even though it was my mistake. What a relief to end up with a company with great customer service! Truly a great experience! Thanks Novilla!

Very quick delivery on one piece of order, but other was missing. Customer support promptly looked into this and answered within the day. The other item was out of stock, and I was refunded same day of inquiry. I appreciate the very quick and helpful response!

Very comfortable mattress for our guest bedroom. I ordered from Home Depot and it arrived quickly. I had a question and Customer service was extremely responsive.

I'm extremely satisfied with the assistance I received. The response was prompt and incredibly beneficial. I encountered difficulties with a mattress I bought some time ago from Novilla, but reaching out through the website's chat bot connected me with agent. They were exceptionally helpful in addressing my concerns and grasping the situation. They efficiently resolved my issue with a replacement, leaving me as a delighted customer. I'm grateful for choosing Novilla for my mattress purchase.

Buying a mattress on-line is guess-work right? Will it be comfortable and meet my need / expectation? We tried Novilla Mattress because they offer a sleep-trial period...and refund if it did not work for us...which is what happened to us. We tried their mattress for the full trial period but it did not meet our personal needs. My wife has a bad-back and in her case - the mattress was a too firm. For me...husband...no back issues - the mattress was just fine. I reached out to their Support team who responded quickly and with suggestions like sending us a pillow-top at no additional cost. Not an option for us, but fantastic offer. No fuss either - they asked us to donate the mattress, send the donation slip (scan and email) and we received a full refund as advertised. Summary - my interaction and experience was very positive and as said, their support team is very responsive. Happy to recommend them!