I am writing this to WARN other customers about Mattress Online’s warranty process. I bought an MLILY Premier 2000 mattress that has suffered significant structural failure in just 17 months, and despite their own technician confirming the issues, they have "closed the case" with no resolution.
The mattress is sinking on both sides, making it feel like you are rolling out of bed. I paid for an inspection (Report No: 3745609), and the technician’s physical findings were clear:
• Pressure Test: "Found slight lack of support on each side of the mattress."
• Lay Test: "Found slight rolling sensation to the outside of the mattress."
• Structural Findings: "The walls of the mattress [are] slightly less supportive than the main mattress."
Despite these documented mechanical failures, the company issued a "No Fault Found" verdict simply because a plumb line didn't show a deep enough visual dip. They are completely ignoring the fact that the internal support has collapsed, making the mattress unfit for purpose and a safety hazard.
A "Premier" mattress should last more than 17 months. Attributing a collapse in edge support to "wear and tear" at this stage is a joke. If you value your money and your sleep, avoid this company. They will hide behind technicalities to avoid honoring their warranties even when their own experts find faults.
I will now be taking this to the Furniture & Home Improvement Ombudsman and pursuing a Section 75 claim through my bank.
Date of experience: January 09, 2026
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