Review Time
My husband and I purchased a medium queen mattress, and it turned out to be the worst decision we've ever made—an expensive one at that. We spent $3000, and within a week, I was suffering from severe back, knee, and ankle pain. I couldn't sleep at all, and my mental health plummeted. When I returned to the store, I felt dismissed by the manager, who questioned my choice of a medium mattress and insisted that the ones on display felt better because they were worn in. She claimed I needed to 'work in' the mattress for it to become comfortable. I even bought a topper, hoping it would improve the situation, but after three months, I'm still in agony. When we called the store again, we were told the only option was to use our comfort warranty to change the firmness, which I doubt will help. I tried both plush and firm options and experienced full-body numbness. It's incredibly frustrating that they don't offer refunds for serious issues like this. We also requested to speak with someone above the store manager, but she insisted she was the highest authority, only to later mention an area manager. We're still waiting for a response. I hope sharing this experience helps others avoid making the same mistake and losing their money.
My partner and I purchased a medium queen mattress, and it turned out to be a costly mistake. After spending $3000, I experienced severe back, knee, and ankle pain within a week, leading to sleepless nights and a decline in my mental health. When I returned to the store, the manager seemed to dismiss my concerns, questioning my choice of mattress and insisting that the showroom models felt good due to years of use. She suggested I needed to 'break in' the mattress. I invested in a topper, but after three months, my pain persisted. When I contacted the store again, I was informed that the only option was to use the comfort warranty to change the mattress firmness, which I doubt will help. I tried both plush and firm options but experienced full-body numbness. It's disappointing that they don't offer refunds for these issues. We requested to speak to someone above the store manager, but were told she was the highest authority there, although we were later informed of an area manager. We're still waiting for a response. I hope sharing this will prevent someone else from making the same mistake.
This is our fourth mattress purchase from this seller. We keep returning due to their excellent products and outstanding service. Each visit has been met with warm, knowledgeable staff who understand customer needs. The showroom is clean and well-maintained, with plenty of options to try. Delivery has always gone smoothly. When we needed an adjustment, they honored their commitment and arranged it on the same day! We also appreciate that the mattresses are locally made. We are definitely loyal customers and highly recommend this seller.
We found both the mattress and service to be very disappointing. After purchasing a soft model, it quickly developed body-shaped holes, despite following the care instructions. When we approached the store, the staff member was rude and suggested we should sleep in the middle of the mattress a few nights a week to prevent this issue. I pointed out that as a couple, that's not feasible. The response felt dismissive, and when I asked about exchanging for a firmer option, the staff member was reluctant to provide clear answers. This was a costly purchase, and the suggestion to sleep in the middle is unacceptable. We're now looking for a replacement mattress and plan to return this one to the store.
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With over 45 years of mattress manufacturing in Australia, Makin Mattresses knows how to make a mattress to suit your needs and budget.
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