Novilla Mattress Arvostelua 222

I'm very satisfied with the customer service I was given after purchasing the Novilla mattress, I would recommend this item to anyone!

Very pleased with the Novilla queen 10" Repose mattress. It arrived in a sturdy shipping box and wrapped in pristine plastic with simple directions for opening the mattress and allowing it to expand on a flat surface for up to 72 hours. It expanded completely and evenly and provides excellent support for a great night of sleep. (This is our second Novilla purchase, purchased a full size 12"back in August 2025 and it's great). For this new queen mattress, customer care was excellent. There was an issue that we needed assistance with regarding the expansion. Customer service communicated clearly with us and worked for us to completely resolve it in a timely manner. Our customer care agent was thorough and detail oriented. Also she expressed genuine concern for our happiness. Very nice. Thank you.

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.

We ordered a 14” Norvilla Mattress and had a problem with a coil or 2! We contacted Customer Service and they wanted pictures of the bumps!! After I sent the pictures and mentioned I thought it Mattress Topper would probably fix the mattress and the sent onceb as soon as possible and it worked fine!! I think the Name was Gabreilla and she did a great job handling the situation! Thanks again, Billie and Terry

I had an issue with my original mattress, but the company handled it wonderfully. Their customer service team was kind and very responsive. I truly appreciate their commitment to standing behind their product and taking care of their customers. Highly recommend!

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.

Amazing customer service. The pillows are some of the best pillows I've ever slept on, I'm so glad that I got them. My son loves his mattress. The best part is that it is certified made without harsh chemicals. I wish I knew about this brand sooner!

Purchasing was easy, they took the funds and sent the box quickly.
However, there is no customer service! Despite repeated inquiries, i have been waiting 3 weeks for a response and nothing to date

Excellent customer service, good quality for the price, and a great Black Friday sale, made it a great purchase. Thank you very much!

Aldo the mattress cover fabric was defective, Novella was very prompt to correct the situation. The mattress itself is in good condition and very confortable.

Excellent costumer services.

Ich habe konkret gefragt nach einem speziellen Topper und die Global Identifikationsnummer mitgeteilt. Meine Frage war wie das mit den Härtegraden funktioniert da es als 2 in 1 Topper angegeben wird. Daraufhin diese Antwort und dann nichts mehr!


Hi there! Thank you for contacting the Novilla Customer Care Team. I'm glad to assist you with product consultations, logistics inquiries, and after-sales service. Are you looking at the mattress toppers on Amazon?

Amazing bed base quality and simple to build. Would recommend

It was excellent!! Gabrielle was so nice and resolved my claim so fast! She even apologized that I was having trouble. But dealing with her was no trouble at all!!
Since my topper was out of stock she gave me a choice of what I would like to replace it with.
All of her emails were so kind! She took the time to explain the process and made sure I understood what all the steps were until delivery of my replacement. Which was super fast!!
It was a pleasure working with her!

I bought a novilla mattress about a year ago but the one I had started sagging on one side. I reached out to customer service through novella and after providing the information that they requested I provide They accept me a new mattress free. I am very happy with this company and I will continue to buy mattresses from them in the future.

My daughter has one of the mattress in her guest room, I stayed with her for a couple weeks and had the best sleep I've had in years. As soon as I got home I ordered myself one. Your customer service teams are the best. Helped me purchase and pick the mattress I had been sleeping on at my daughter's and I love it. Now one of my other daughters just ordered one. Thank you for such a great deal and the best sleep I've had in a long time.

I’m very pleased with my Novilla mattress. It’s comfortable, supportive, and has helped me sleep better. What impressed me most was the excellent customer service—Tracy and the team were attentive and quick to respond to my questions. It’s nice to see a company that values its customers and follows up so thoughtfully. I would recommend Novilla to friends and family.

Have multiple mattresses from Novilla... they are comfortable and a great value. I recently had an issue with a 4-year-old mattress... they honored their warranty and shipped out a replacement mattress via FedX in days. They are a company with true customer service.

Primera vez que compraba en esta empresa y el colchón me parecía suave para mi gusto, ellos me lo cambiaron por uno más firme y estoy fascinada por el nuevo colchón! Excelente calidad de producto y servicio. Gracias!