Novilla MattressReviews of novilla.net

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!

This mattress is still not ok after 4 days of installation. It is defective and Novilla does not reply to emails sent. Overpriced for what it is. If you want me to send you again the email, let me know where as I already sent to support at novilla.us and support at novilla.net

Can someone explain why this bed base is 6ft 6" long total frame 6ft 10"!!..and the matress is 6ft 3 Can't seem to add pictures or ask question on their own site but there is a half foot gap at bottom ...bed is too long for placement ...and the headboard squeaks terribly ..I checked and treble checked ive put it together correctly it really can only be put together one way ! Waited all day for contact from them but nothing Such a shame as so well packaged and instructions / labelling is best ive seen Hopefully someone will enlighten me after reading ..updated STILL in correspondence having sent invoice / pictures/ order number etc and still no answer as to why a standard double bed frame from Novilla is 6ft 6inches long so so there is a large gape at bottom unfortunately I can't seem to put pictures on here but it's been a week now and each time I supply same details I'm asked for something else ..clearly the bed frame is incorrect and needs collecting which is inconvenient and a shame but obviously can't be used this way ...edit update after all pictures / information sent numerous times today they told me contact Amazon as its basically their issue I would not advise using this company UPDATE having been offered 50% monetary "compensation" by Noville representative IF I take this review down! I have declined! compensation should be for 2 weeks of time wasting a now dismantled bed sitting on my lawn as it has to go to tip as no matress will fit it ! And having had to wait for new frame etc Not as a bargaining tool to remove a genuine review...that will hopefully stop someone else buying this frame .

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!

I have been emailing back and forth with customer service for 3 weeks over an order that I tried to place on Memorial Day after hearing about them on Good Morning America. They somehow magically processed yesterday which is 3 weeks later and I have a shipping confirmation that labels have been created today. I used affirm and the order duplicated. I have open disputes on both with affirm. I have been begging customer service to find and cancel the 2 duplicates that they claimed they couldn’t find since Memorial Day. And all of a sudden how that I have order confirmations, they aren’t responding. I do not want the mattresses!!! After this mess I went out and bought one from a different company. But I want my money back. Why can’t you cancel my orders? I am sick of this and want to file a complaint with the better business bureau. Also why can’t you return my phone call request to speak to a person? I feel like this company is a scam.

Customer representatives do not respond!!! I been trying to reach out for days! I have a urgent matter