Dusk&Dawn Premiere Questions & Answers
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Hello! Has anyone got any reviews or insight to offer after a few years of using their mattress? Seeing very mixed reviews of a few instances of sagging in the first two years vs lots of people having the best mattress experience ever in the first few months. I’m looking for firm mattress that lasts more than 5 years, after a sagging gone soft mattress in a box (Eva) after 3 years. Thanks in advance
Also just want to mention I just had lovely customer service via the phone with the company, quick and easy to get onto them, and they answered all my Q’s happily.
Do these mattress have strong smell when new? i have just returned a Koala due to this issue.
Not at all…
Hi Andres, our mattress dont have a smell as they are the most eco friendly mattresses on the market. We use Joyce foams which exceed the EPA requirements with VPF technology :)
thanks :)
Hi,
I had called on your customer case number a few times but couldn't get a hold of anyone. Received a return call and while the person who called was polite but was unable to answer any questions about the basic lead time queries mentioned on the website. I was told I would get a call from one of the experts but it's been 3 days now and I haven't received a phone call. I am wondering if this is the service experience potential buyers should expect then what would it be like if any issues after the purchase?
My question was simple, website says +14 days for plush, but how long would it take to get medium or firm Premier mattress to be delivered to Melbourne Metro (40kms southeast from CBD) and in the event of comfort guarantee, is the feel change done on the same day or would I be without a mattress and for how long?
And I am keen to get a Premier MK2 in long single size, and I think it has foam box surround for better support and I am not sure whether that would mean that a lot reduced actual comfort sleep surface if I am going to get a long single mattress?
Also, I like Silentnight London medium particular the comfort and support I felt while lying on it for two minutes and also like the fabric on the top layer its got slight bubbly design which gives it a plush feel to touch and I believe is also made by Comfort Sleep, is Dusk & Dawn Premier MK2 similar to Silentnight London or better or worse?
Thanks
Honestly don’t waste your money. I have the dusk to dawn signature mattress which is their top mattress purchased March 2022 and cost a bomb. It had sagged by November 2022 and dusk to dawn take zero responsibility and avoid all calls in regard to complaint or exchange. When they do call back almost a month later and about 10 emails later it’s to tell you tough basically they’re won’t exchange, replace or refund, your stuck with the POS mattress and their hallow words. I have complained about this company to the department of fair trading but the best thing I can do is ward other people off wasting their money on this company. Mattress sags and hurts your back literally every night you sleep on it. Customer service is non existent as you’ve already experienced and it only gets worse once they have your money. Run as far away from this company as you can. Worst mattress I’ve ever owned
Hi Zak, Thank you for reaching out to us. Our team have tried to contact you today however we couldn't get through. We are so sorry you have experienced this. We have 3 active ways to get in touch with us through our phones, live chats and emailing our support team at Support@duskanddawn.com.au. We are sorry this was not helpful and we will try improve our services. It will be roughly 14 days for the plush mattress to arrive as it does take longer to make. As you are Melbourne based we are able to do a comfort change on the same day. All our mattresses are designed to supply maximum support regardless the size. The support wall helps to ensure sagging on the side is reduced. As to how it compares i am unsure however our Premiere mattress has great reviews and luxury feel. If you would like we will have our sleep professionals give you a call to help discuss which is best for you :) Thank you.
I am confused by the trial period. It says that if you're not happy, they will pick it up and change the comfort level and return it...but what the heck are you supposed to sleep on whilst they do that? Most people don't have an extra king size mattress lying around. And further, what if you want it softer but there isn't anything softer (eg you've ordered the medium and that's as soft as it gets?). I really want to try this mattress out but I'm reluctant to with this kind of trial stipulation.
Hi Ms Red, I believe you will find that all the online mattress companies have this same offer. To help you decide, the experts advise medium if you are a side sleeper & firm if a back or stomach sleeper. If you have a health problem or prefer a soft mattress then I suggest you visit a store that "only sells mattresses". Don't go to stores like Harvey Norman or Domain for advice.
Hi Ms Red, Thank you for your question ! To answer this for you, if you are based in Metro Melbourne we offer same day comfort changes for our customers. Our Australian made mattresses can be adjusted to any softness require eg. Plus, Ultra plush. Feel free to give us a call if you require more information.
They picked mine up at changed the comfort level and returned it the same day. There was no issues.
Ok great thanks! That makes it easier. We are in The Blue Mountains, how long would it take? And I was thinking of getting the plush custom top. I wake up sore on my Sleeping Duck (side sleeper) and my husband is a stomach sleeper — would the medium with plush be okay?
Sorry meant how long would the switch take if we needed it.
Hi Ms Red, did you end up purchasing this mattress? I also have a sleeping duck and would like a comparison with this mattress. Look forward to hearing from you.
Hello, no I didn't as they said it would take weeks for an exchange and i'd be without a mattress that whole time so it wouldn't work for us. We ended up with a Sherman and are really liking it so far.
Has anyone had this mattress long enough to know if it sags with time? Thank you.
All mattresses sag eventually over time. They hold their shape longer if you rotate mattress regularly. I rotate every 3 months.
Thanks for answering. Latex ones don't. But i foud it too firm. Do you have this particular bed and for how long? Thank you. :)
What is the ongoing warranty after the 100 day trial period is over?
Hello we have a 10 year warranty on all our mattresses. Hope this helps.
Is useless when you won’t honour your warranty which you won’t. You ran me around for months I spoke to a supposed manager and sent you photos of a sagging 9 month old mattress and you did nothing not even a call back. Ten year warranty my foot. You can’t be trusted to do the right thing by your customers
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