We purchased a premium Beautyrest mattress from Harvey Norman Nunawading in November 2025 for over $3,000 after specifically seeking advice for existing back issues and a lumbar disc condition. During the sales process, we clearly explained that we needed a medium-soft mattress that could provide proper support for our backs. The salesperson… Read more
strongly recommended this model, assuring us that it featured a long-lasting support system and would not easily sag or lose its shape over time.
To our disappointment, within just two months of use, the mattress developed obvious body impressions and sagging where my husband and I sleep. We are both of average to lighter body weight, yet the difference between the used and unused areas of the mattress became highly visible and did not recover.
A mattress marketed as a premium product, and sold on the basis of long-lasting support and durability, should not develop such significant sagging within only a few months of normal use. Equally disappointing has been the lack of meaningful after-sales support when we attempted to raise what we believe is a genuine quality concern.
When we first contacted Harvey Norman, we were told that we needed to rotate the mattress every two weeks…Despite the mattress being extremely heavy and difficult to move, we followed their instructions and rotated it as advised. Unfortunately, the sagging remained exactly where we sleep, indicating that the issue was not related to mattress positioning but to the mattress itself.
We then contacted Harvey Norman again for warranty support. After reviewing photos, our claim was dismissed. Even more concerning, we were told that if we wanted a physical inspection, we would need to arrange for the mattress to be transported away for assessment.
This response is completely unreasonable. A premium mattress marketed for long-term support should not develop significant sagging after only two months of normal use. We purchased this mattress based on the salesperson’s professional recommendation and specific assurances regarding durability and support. Instead, we have been left with a product that appears defective and a warranty process that feels designed to avoid responsibility rather than help customers.
For a company of Harvey Norman’s size and reputation, this level of product quality and after-sales service is extremely disappointing. We feel misled by the sales advice and let down by the handling of a legitimate quality concern.
What is particularly frustrating is that after experiencing these issues ourselves, we found numerous online reviews and customer reports describing very similar sagging and body impression problems. We have also noticed that this particular mattress model appears to have been discontinued and removed from sale since we purchased it. While we cannot comment on the reasons for that decision, it does raise legitimate concerns about the product’s long-term performance and reliability.
We are sharing this experience so that other customers can make an informed decision before investing thousands of dollars in a premium mattress from Harvey Norman.
Be aware that this company warranty does not cover anything related to the comfort of the mattress. If you make a mistake like I did there’s no replacement or comfort adjustment offered. You will be much better off buying any other mattress online with a 100 day trials.
I had a very disappointing experience purchasing a mattress from Harvey Norman. I specifically explained to staff that I have spinal issues and disc problems, and relied on their recommendation when choosing a mattress. Unfortunately, the mattress I was sold was completely unsuitable — I woke up in significant pain every morning, often lasting… Read more
for hours. Within less than two months, the mattress had already started to sag and sink.
I contacted the store to resolve the issue, as I felt I had been guided toward the wrong product based on my medical needs. While they agreed to swap the mattress, the replacement was extremely firm and again not appropriate for someone with spinal issues.
As a result, my condition has worsened and I am now dealing with a prolapsed disc, which has been incredibly difficult and painful.
I trusted the advice given in-store and feel let down by both the initial recommendation and the lack of suitable resolution. I would strongly encourage others with specific health needs to seek more specialised advice before purchasing.
Reviews with attachments
4k later for a matese ultra plush and it never even broke in like when you lay on it at the store with in 16 weeks.I was told to get a matress topper lol what a joke its ultra plush.Then they said bave floor stock lol someone else's putrid germs wow.So after fair trading and other they finally agreed to return it because manufacturers default… Read more
stiching most probably.But still need to inspect it hence 1000 photos later to make sure they can't lie.And refund probably takes 3 days but when they want there money it's instant.
We purchased a BeautyRest Black Royale mattress from Hervey Norman. The mattress we tried at the store was soft and comfortable, yet had great support. However, soon after we started using the mattress, the support began to fail. The structure of the mattress became weak. If you lie near the side of the bed, it sags and feels like you’re going to… Read more
fall off. We contacted Hervey Norman 3 times before they finally managed to get BeautyRest to respond to us. BeautyRest did their best to fob us off. Their responses did not indicate they actually read our persistent, yet polite, emails. Their standard form responses didn’t even use our or their names. After a struggle, they finally agreed to take the mattress back for examination. The mattress was returned a few weeks later, completely unchanged and with no attempt at an explanation. It was the exact opposite of personal service. I note there are plenty of similar negative reviews of their mattresses. In fairness, there are also many positive reviews. However, many of these seem to be from people who have just received the mattress. From our experience, I very much doubt they would be so happy after a year of use.
So I bought a Beautyrest Elizabeth king size mattress and it had a 10 year warranty, if normally cost 8k but I got it for just under 5k, for anyone buying a Beautyrest from @thecomfortgroup they will always have a excuse to not honour the warranty, before I did the warranty so many people complained that they will always find an excuse it’s deeper… Read more
than the one and a half inches from what someone else stated and they still rejected it, so just wanted to warn other buyers that the warranty they supply is just a piece of paper and nothing else. The customer service comes across fake when they know it’s going to be a no already. We have a massive lump in between us and it happened a few years ago and I couldn’t find the receipt as they wouldn’t accept the one from where I brought it from so only finally found it. I’ve had $500 mattress wear better, shame on you thecomfortgroup I will never purchase a mattress from them again.
Do yourself a favour - steer clear – Purchaed from Harvey Norman for $2400 (on sale from $4000) Mattress was ok for the first couple of years then things started going downhill. One side of the mattress has collapsed and has no side support whatsoever, to the point where if you get too close to the edge, you involuntarily roll out. Then there's the large rips in the fabric along… Read more
stitched areas in 2 different spots. Emailed through a request for warranty claim, only to get a response in under an half an hour that they "reviewed my claim carefully" and would not be offering anything as the issues are considered "wear and tear". I have a 22 year old mattress that is still like new, yet this Beautyrest branded one started falling apart in under 5 years. Given the RRP of this mattress I'd expect a much higher quality product and satisfactory warranty outcomes. Avoid. Avoid. Avoid.
Positive reviews
Sagged at 5yrs even with monthly rotation – Sagged at 5yrs even with monthly rotation as per the warranty card. Fortunately the company picked up the mattress repaired it and dropped it back free. They also gave me a loaner while they had it. Can’t complain at all. Glad it got sorted. Show reply
Wonderful comfortable sleep – Store was very well laid out and easy to compare products. A good range of mattresses. Very satisfied with the quality. Did not have to assemble bed and it was delivered the same day.
Best choice – Beautyrest vermont mattress is spacious, provides a soft comfort for side sleeping whilst still being very supportive over the length of the body. We love the fresh, luxurious feel of our mattress and it was priced at $18,000 then got it on special for $12,000 best money spent so far
Negative reviews
Worst brand. CHEAP – Worst mattress ever. I bought a Black Matisse from Harvey Norman around $2.4K and it was good for about 4 weeks and then sunk in the middle. I now have back and hip pain. WASTE OF MONEY DO NOT BUY
STRONG CHEMICAL SMELL/OFF GASSING IS UNBEARABLE - AVOID PURCHASING!! – UPDATE #3 - Received replacement mattress. Smell was still present (and possibly getting stronger) after 2 days. Got a refund. Doing my research now and potentially looking at purchasing a Sealy mattress. Very grateful that Harvey Norman refunded my money as I was beginning to worry I was stuck with a toxic mattress. AVOID PURCHASING!! UPDATE #2… Read more
- Harvey Norman is collecting and replacing the mattress. Hopefully the new mattress is useable/safe. I will still be airing it for a few days to be sure. I will update the review again after receiving the new mattress.
WARNING to other buyers - your new Beautyrest mattress will have a very strong chemical smell and will require a substantial amount of time to air/off gas. I have been trying to air out the mattress for 4 days now and there has been NO improvement. I cannot be in the room with the mattress for longer than 5 minutes - the smell makes me feel dizzy and leaves a weird taste in my mouth. I am trying everything - industrial fans, air purifiers and windows open. I wish the sales representative had warned me about this as I was not prepared to have to air the mattress for such a long period of time and would not have purchased the mattress. I have contacted Harvey Norman for advice and I am waiting to hear back but I feel as though I will just have to air the mattress for several weeks before I can use it. Hopefully the strong fumes are not damaging to my health and there are no long term health effects from the chemical products used in the mattress. I did not have this issue with my previous mattress - the brand was SleepMaker which I believe is made by the same company as Beautyrest.
UPDATE - Had to move the mattress OUTSIDE onto our covered patio because the smell became so unbearable. I started feeling dizzy and losing coordination. The taste in my mouth is also terrible. I've had 2 unsuccessful phone calls to Harvey Norman and 1 unsuccessful phone call to Beautyrest. I will try calling again today. For now, my very expensive mattress will just need to stay outside.
HOW CAN A COMPANY SELL A PRODUCT THAT IS DESIGNED TO BE !!SLEPT ON!! THAT SMELLS THIS TOXIC???? It is not fit for purpose.
Worst mattress ever – Verve Beautyrest plush, worst mattress ever. Sank to an incredible hammock like dip in only 3 months. Totally bad design. Will give to charity and wish future owner luck.
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Recent reviews
Starts out amazing - but goes downhill from there - literally. Banana Hammock bed. Hold your review for 1 yr – *EDIT UPDATE* - as of the 22nd of March 2022, despite saying they have "DM'd" me, they have not communicated further. I did receive two more emails telling me my case was closed!! So without any communication from them they have decided it is over. I can't be bothered fighting with them - but consider yourself warned. The warranty means nothing if… Read more
your mattress develops ditches. Meanwhile we have bought another mattress (makes me sick as this one is still new) of a completely different brand. It isn't getting delivered for 5 weeks, so we have stuffed firm memory foam pillows under the mattress to fill out the ditches and even out the hump. That gives you an idea of the kind of body depressions that they consider "normal body contouring". It looks bulged up when we aren't laying on it, but it evens out as the mattress compresses when you lay on it. Absolutely ridiculous.
When we started sleeping on our Beautyrest Phoenix Gold Medium it was heavenly. SO comfy and I would have recommended it to anyone. It really felt like a luxury hotel bed. However after 1 year it started to really dip in where we sleep (we are not overweight people). It has continued to get worse and is like sleeping in a banana hammock. Visually you can see a slight dip (that I would think was acceptable) where you would naturally lay, but it really sinks down a lot when you lay in it - it is like it has softened up over time. It is like laying in a ditch and I am not exaggerating. Our backs are so sore and to get relief in the night we take it in turns to climb up onto the hump in the middle of the bed. We did frequently turn our mattress during sheet changes which obviously hasn't helped. At one point we even flipped it (even though it isn't that kind of mattress) to see if we could get some lumbar relief (the underside is like laying on a pancake). Currently we are sleeping in the spare room while we buy a new one. Judging by reviews from people in similar situations, the warranty isn't worth the paper it is written on so don't be fooled by the seemingly generous 10 years. I have contacted them but still waiting for a reply. This has turned out to be an expensive mistake. So much of our life is spent in bed, it is not worth having one that destroys your back. We have had one year of comfort, and 8 months of back agony.
If only I can save one of you from making the same mistake – I'm not normally one to complain. I'll choke back a bad schnitzel just so I don't have to confront anyone. I also don't leave bad reviews. I'm in business and I know it is hard to business with social media these days. I did however complain about my Beautyrest Black mattress. RRP is around $12k. Both the wife and I sleep on an angle, because the… Read more
mattress is noticeably higher in the middle than on the sides.
It is has been like this from maybe 2 years into the purchase. Put up for it for years, because again, not one to complain.
I am slightly overweight like most Australians, but nowhere near morbidly obese.
I recently put in a warranty claim and got told:
"We have reviewed your claim carefully and have determined that what you are experiencing is normal body contouring. Body contouring is not a manufacturing fault and is a normal part of wearing in your mattress."
It goes on to say:
'To help equalise body impressions, rotate your mattress every two weeks, for the first four months, and every three months thereafter (turn and rotate if double sided). It is a completely normal occurrence, and is not a manufacturing fault, for your mattress to develop body impressions as the extra comfort layers settle.'
They stipulate an unrealistic requirement. Who in their right mind rotates a mattress every 2 weeks. Especially when it is this heavy. It is also a standard response. I sent numerous photos and a model number. They should know the mattress is not double sided.
Take it for what it is, but I hope it helps someone not spend a fortune on a mattress with (supposedly) a decade warranty that is just no good.
Terrible Customer Support And Warranty – I bought a Beautyrest Naples queen mattress from Harvey Norman. She always emphasized on 10 Years warranty and if anything happened they will replace the mattress. The mattress started to dent after two weeks and when I asked them to take action they just referred me to the manufacturer. After 6 months communication manufacturer replied to me… Read more
“This is a completely normal occurrence for your mattress”. I threw it out and just wanted to let other people know when purchasing a mattress from Harvey Norman you will not get any customer support in the future.
Regrettable purchase! – I purchased a beautyrest mattress it was very comfortable at the store as a sat and lay on the mattress for a trial and even when it arrived home it was fine. But about day 10 I noticed it was loosing its shape by day 15 I noticed the mattress was sloppy and had indentations where we would lay. You could see those indentations when I made the bed… Read more
and it stayed that way. I called the store I purchased the mattress from they advised me to call beautyrest which I did. Each night the mattress got worse.The company asked me to take a multitude of pictures which I did and I sent them to beautyrest. They then told me they would collect the mattress for repair and offered me a used mattress to sleep on which stipulated this will not be a similar mattress this will be a hard mattress for your use it has been cleaned! They said they will take my mattress and it will take 30 day to repair. I believed I was investing in a good mattress as I purchased it from Harvey Norman store the price was quiet high compared to mattress I have had before but I thought this is an investment it will last us sometime. I now need to purchase another mattress to sleep on as I will not sleep on a used hard mattress. I also wonder will I receive the mattress back that I purchased? I am appalled by what beautyrest have offered me regarding a 30 day old bed at the price I payed for this mattress. I believe I could buy a new one every year for at least 5 years or more to sleep on. Shame on you beautyrest!!! I will be calling consumer protection WA I can understand you repairing a mattress that may have been a few years old but not days old? I would of appreciated a new mattress that’s all and an apology or explanation to why this has happened! Also most quality products for instance koala mattress will give you a full refund if you are unhappy with your purchase for any reason is you are unhappy maybe beautrest should take a look at that!!!
Had issues with the mattress but resolved through customer support – We had number of issues with the mattress after purchasing it but all resolved through customer support repair process. Raising the customer support call and communication with Beautyrest was easy through portal
Sleeping beauty – I grabbed the opportunity when I saw the promo prices for Montana and Alaska mattresses. Satisfaction guaranteed when I slept on it on the first night. Harvey Norman changed my life.
Silver Montana medium – Harvey Norman displayed the product well, with many different mattresses to choose from. I decided on the Beautyrest Silver Montana medium mattress and what a great decision that has been. I suffer with neck and back issues and this mattress has been great for me. It is very comfortable and has wonderful support. Very happy with my purchase
Bautyrest firm. Wow exceeded expectation – Beauty Rest Firm. Absolutely love it. I did so much testing and reviewing many different types. I made my final decision quite quickly after speaking to Michael Parry at Harvey Norman Erina. He didnt need to sell it to me I was happy to buy after informative advice and comparisons. It made such a difference in one night. Suggested one month to get… Read more
used to it. If it continues. I will have the best relaxed sleep with little or no morning pain, Love the thickness quality and attention to detail comfort support . Like the height,which makes entry and exit easy and comfortable. Looks so good also.Usually i wake during the night a few times a night and of course with the sunrise. First night slept through nearly nine hours even with osteoarthritis neck to toe. Relief. relief. The cost is expensive but wow what a difference it makes for long term use.
So so comfy – The Revolution model medium plush is like sleeping on a cloud. I was worried it wouldn't be as comfy when we got it but it is. The pillowtop seems to help with my sore muscles and didn't feel my partner move at all. No assembly required and easy to move around.
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Silver Medium Mattress – We purchased this Medium Beautyrest Silver mattress from Harvey Norman. Our previous mattress was a King Koil Plush and it has lost it's support quite badly after only 5 years. We are hoping this new Medium mattress will not sag over time as the King Koil did. My husband really likes the new mattress and I am still getting used to the firmer feel. So far so good!
A excellent nights SLEEP – We are sleeping soundly with this new mattress from Harvey Norman. A touch high but well worth it as we have a good nights just the thing for my bad back.
Gold firm Queen size – This bed is super super comfortable! I purchased it in March and have been extremely happy with it since day one! I like a firm tall bed - so it ticks all the boxes for me!
Gold Plush Queen size - Overall good – Bought this from Harvey Norman 2 weeks ago, Found it too high being 35cm in height. Have to climb up to sleep. I guess have to change the bed and get a low height one. Also a bit bouncy. Moved from a firm one to this one so finding it too soft and bouncy but getting better sleep then before and that is what matters. I guess it will settle to become less bouncy with time. Overall happy with it.
Great sleep at last – Looking for a new bed is a challenge but not anymore. I have just purchased a Beautyrest Gold Phoenix Plush Queen size mattress from Harvey Norman and placed it on an adjustable base. The pocketed springs and plush top enable this mattress to rise and fall with the base and I have enjoyed luxurious sleep for over a fortnight. I would highly… Read more
recommend this product to friends and my family are looking forward to sleeping on it when they come to stay.
Ultimate Luxury – We have been looking for a mattress for a long time and finally found one that ticks all of the boxes. From the first time we tried it out in store we knew this was for us. My wife and I both have very different preferences but have found the mattress suitable for both of us. I would definitely recommend this mattress.
BRS900 Queen – Delivery as promised, professional and courteous, mattress and box spring were wrapped in brand new condition, tested out and super comfortable, will buy again and definitely refer friends and families, thanks Costco.
Beautyrest Gold firm – After years of difficulty with morning back pain, decided to replace my mattress. I looked for a firm mattress for better back support and decided on the Beautyrest despite the high price tag after trying a number of firm mattresses on display. I have had use of the new mattress for three weeks with a noticeable difference for my back support and comfort.
Thoroughly love our new Beautyrest mattress! – We recently purchased a medium feel Beautyrest Gold mattress. We couldn't be happier with the comfort of this mattress. I would normally like a plush feeling mattress but this medium feel was more comfortable than I expected. It is great sleeping both on your back or side. It is very satisfying to know the money we invested gives us a great sleep. No regrets. Highly recommend this mattress.
Every morning will be the same mantra and mattress – We had the same experience every couple will have searching for a bed. And as we looked for what we liked ..everything was going up and up in price. Then we found this Medium Plush. And now our sleep is bliss while our wallet is resting only a little bit lighter. Every morning will be the same mantra and mattress .. Beautyrest
Gold Phoenix Firm & Fantastic – After having spent over a fortnight enjoying our new mattress, I feel compelled to report that this is without a doubt the most comfortable mattress I've ever experienced. I've slept on many a quality mattress over the years, some at hi-end hotels and of course also at home, however they never seem quite perfect for both myself and the good wife.… Read more
The Beautyrest Gold Phoenix Firm feels softer and more comfortable than the name suggests. My wife is a side sleeper and she still finds it supportive. I'm a back sleeper and love the fact that this mattress doesn't get at all hot. The ticketed price of $5899 for the King Mattress at Harvey Norman is a bit outrageous to be honest, however with persistent negotiation a lot of discount can be had!
Amazing – Love all the beauty rest options available at Harvey Norman. Have no complaints with the beauty rest gold bed I purchased. Excellent quality and a great nights sleep. Highly recommended.
Silver medium Montana – Usually prefer a plush feel however I could not feel much, if any, difference between the plush & medium. The.medium provides good relief to hip pressure points. Comfortable sleep throughout the entire night.
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