Novilla MattressReviews of novilla.net

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.

Excellent customer service, great support and help and problem resolved speedily. Thanks Alice! Mattress is great!

Best sevice ever,we had a little problem with a mattress,and Novilla was very helpful,and together we found a perfect solution.

I bought a queen size Novilla bedframe from a discount store. Unfortunately it was missing the hardware, I contacted customer service, within a week I received the missing parts. Your customer service department is beyond amazing, especially Gabrielle!!!! I would definitely recommend this company! Debbie

I was afraid that since I had a problem with the item I ordered I was stuck with something I couldn't use. I did not have to be afraid. I received a quick response and the customer service rep went above and beyond to make sure I was satisfied and that I had received my refund. They made my experience a good one.

I was not that excited about my mattress when I first got it...I contacted them and they told me to give it a week or so...glad I did because now I do like it. I can sleep on my side and it doesn't make my hips hurt at all. I think I sleep better on it that my regular mattress. If I wanted to return it etc they would be happy to do that as well. They responded quickly and they followed up to see how everything was a few times. I would recommend them for sure.

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.

Although the product was not a good fit for me, the customer service was spot on. The replies/emails were responsive and helpful.