Novilla Mattress Reviews 225

I ordered my Mattress from Amazon UK in March 2022 for my disabled mother. Earlier in 2023 she started complaining of it be uncomfortable so I started turning it every month and the every week this was due to her feeling the springs through the memory foam topper, the reason I kept turning it was because it had over 12 Months of use. Eventually it became very uncomfortable so I decided to contact Novilla directly in December 2023 expecting to have to fight for a refund. To my surprise their customer services department were very quick with responding to my complaint and were very friendly and helpful in sorting out the situation. Unknown to me Novilla is based in the USA so they were unable to send a replacement but did offer a 50% refund which my mother was happy with as she could buy a topper to solve the problem. All this took place over the Christmas period From December 19th so I did not expect a resolution until way into the New Year but I was surprised to have my refund by December 29th. All I can say is that a lot of companies could learn from Novilla's customer service team. Overall a great experience with friendly helpful staff. Thank You Novilla

I was blown away by the outstanding customer service provided by Novilla and my agent, Gabrielle, specifically! My issue was taken care of so promptly and so thoroughly. Gabrielle made me feel heard and was eager to make things right. We LOVE our mattress topper and have already told other people about it! SUPER impressed with this company, with their incredible products, and with my amazing agent, Gabrielle!

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.

I purchased a mattress from novilla July 9 2023 and it sleeps well and is very comfortable, Great mattress and excellent Customer Service. I wou and have recommend them. Avaliable on Amazon

I received the wrong color and size bed frame fulfilled by a third party. I contacted the Novilla support directly and the matter was sorted out very quickly and corrected in an easy manner. Thank you Novilla support

I ordered two twin xl bed frames from Novella. The order was fulfilled by a third party and came in the wrong color. The Novella support team was gracious and determined to make it right. I am very satisfied with the product and the support.

Ordered a queen size mattress and after several days it had not expanded as it should have. I contacted customer service and they responded quickly. They asked me for pictures which I sent and they were very apologetic and fixed the problem by sending me another mattress. This was the best customer service I have ever dealt with and I am enjoying my new mattress. Kudos to Gabrielle!! Definitely recommend this company.

Great customer service! Loved the mattress.

Very good customer service, very smooth contact. I encountered a problem with my mattress, and they gave me a replacement after communication.

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.

Without a doubt this company has the most outstanding customer service I’ve ever dealt with -mit ranks right up there with Nordstrom. I had a little problem and they took care of it immediately. They strive for 100% customer satisfaction and although a lot of companies say that, this company really means it. I wouldn’t hesitate to purchase from them again
A 5 **** company plus!

Great product and excellent customer service.

Very good bed, solid and nice. I had a little problem, quickly resolved by cistomer care. Excellent support, great service 👏👏👏

This company is so professional, had a return and they returned my money, keep me informed of the process and I would buy from them again and again.

Most comfortable mattress we have ever slept on! We were concerned that it would take us a few nights/weeks to get used to the new mattress, but bam, first night we were out like a light. Slept all night and woke up without any body aches! Perfect for however you sleep!!! 10/10 highly recommend. Excellent customer service!!!!

I bought a Novilla mattress top after buying one for my grandson. His was great. I slept on it for 21 days. When I got home from my visit I decided to get one for my bed. My top did not inflate like the other one. I text Customer service and they got right back with me through email. After many tries trying to make it inflate and sleeping on it for 30 days, it still didn't work. The company sent me a new mattress top and so far it is great! No complaints.

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.

I bought two mattresses from Novella. My sons worked out and he enjoys it. My back is very sensitive and the hybrid was not the best choice for me. I need all foam.
The company were very gracious about the return and refunding my money in a pleasant and timely way.

Like many others, we are real fans of Novilla mattresses. We have three of them and receive lots of compliments from overnight guests. Their customer services have always been very helpful too, and, though we had to wait a bit for our last mattress, it was well worth the wait.

ordered a mattress arrived very quickly, asked a question about the extended warranty and was answered very quick and efficient