Novilla MattressReviews of novilla.net

The mattress is not med-firm as described it i firm. It said 6-7 firmness it is more like a 9. The mattress cover came very distorted. One half on the top was tight then exactly in half the other side wavy and loose. The company gave a 20% reimbursement or basically told me to stuff it back in the box to return which would be impossible. So my question if they give a try and return ..do they really??? I would not recommend this mattress. After sleeping on the tight side which feels like a rock I woke up with shoulder pain so bad I could barely move. The wavy side is a 9 firmness this tight side feels like cement. Definitely not 6-7 med firm. I am going to try to return it.

Ordered a mattress from Novilla (aka Guangdong Sweetnight Home Co., Ltd.) via Wayfair because they offered faster delivery than other companies and I needed it by the specific day. However the delivery date got delayed without any email notification. This meant it was too late to get an alternate delivery in time from a different company. It's misleading to offer fast delivery when you can't achieve it and unhelpful that there's no notification of delays.

Tengo una semana Esperando y no Han enviado mi colchon. Ni lo Han empacado, desepcionado por el servicio. Order N131943672 ernesto Cruz.

I purchased a Novilla mattress and unfortunately it was not the right comfort level for me. I have been trying to initiate a return for 1-2 weeks now and have received absolutely no response — not to my calls, not to my emails. Zero communication from their customer support team. For a company that advertises a sleep trial and easy returns, this level of unresponsiveness is completely unacceptable. I am now having to escalate through the BBB and my bank just to get a resolution on a simple return request. Save yourself the headache and buy your mattress from a company that actually stands behind their product and supports their customers.

Doesn’t ship, doesn’t pick up the phone.

J’ai commandé un sur matelas sur le site d’Amazon à 95 € pour une dimension de 7,5 cm, 140*200. J’ai reçu un sur matelas à 5 cm qui coûte une soixantaine d’euros. Comme c’était un produit d’occasion, je ne le savais pas d’ailleurs, si j’avais retourné le produit, je n’aurais été remboursé que de 74 €. en gardant le sur matelas, je ne vais être remboursé que de 14,86 euros. Novilla ce sont des voleurs. Ils en ont profité pour se débarrasser d’un sur matelas qui était d’occasion, et plutôt que d’attendre d’avoir un sur matelas à 7,5 cm, ils m’ont envoyé celui-ci. Je ne recommande pas. Et j’ai décidé suite à ça d’attendre le remboursement et de supprimer mon compte d’Amazon qui est complice de ces agissements.

Der erste Eindruck war gut. Einfach zu montieren und allergikerfreundlich. Das Problem ist: Der Kundenservice ist praktisch nicht existent. Der Lattenrost (oder eher die paar Holzstücke, die geliefert wurden) ist innerhalb weniger Wochen kaputtgegangen. Danach haben wir uns entschieden, einen normalen Lattenrost zu kaufen – aber es sieht so aus, als hätte dieses Bett spezielle Maße (statt 180 cm Breite eher 177 cm oder so), sodass die Seiten vom Lattenrost nicht passen. Ich habe dann geschrieben, ob sie uns bitte noch ein paar Teile von ihrem Novilla-Lattenrost schicken könnten. Ich habe sogar angeboten, diese zu bezahlen, damit wir das Bett zumindest verstärken können. Aber es kam überhaupt keine Reaktion. Keine Antwort, nichts. Aktuell schlafen wir mit einem halb kaputten Lattenrost, und das ist wirklich nicht angenehm. Wenn es so weitergeht, müssen wir das komplette Bett ersetzen, weil kein anderer Lattenrost passt und Novilla nicht reagiert bzw. keinen Ersatz schickt. Ich schreibe hier, mit der Hoffnung, dass Novilla doch reagiert.

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.