Koala Mattress

We've had our Koala Mattress for a few years now and still love it. We tried a few different brands before Koala and they seemed to sag or lose support after a year or two. The Koala mattress does feel quite firm at first but once you are used to it, you'll never go back to another mattress. No more sore hips, having to toss and turn to get comfy.… Read more

No more waking up achey. Plus even though ours is few years old, there's no saggy spots at all! If you're considering getting a Koala mattress I highly recommend you go for it. I hope you'll love yours as much as we love ours!

I remember not being in love with the first ever generation of Koala mattresses many years ago, but I'm thoroughly impressed with the current generation and its new design features. So comfortable and easy to care for. Show details

Koala Mattress sinking after only 4 years. 10 year warranty basically is a joke. I was given the run around for weeks even after sending multiple photos to show the issue, Koala just refused to replace or refund. There is basically no warranty.

I got this mattress in October 2025 as my old one was just not supporting like it used to. I have been using this bed for 8 weeks now. For context, I am 39 yr old female & not overweight. I have a back strain issue that is soft tissue injury… Read more

and getting better with time- especially off this bed!.

PROS: - Easy to buy. - I like that the covers are easily removeable and machine washable. - The bed is supportive but like lying on the floor.

CONS - The freight took a verrry long time to get to us.

- Sleep is disturbed because of pressure points on hips, I also can't find a decent sized pillow for said mattress either because my shoulders don't sink into it.

- The bed has been open and used for months now and it still smells very strongly of chemicals. They say it will deminish but it has not away at all! It was almost intolerable for the first week but I was desperate so I would sleep with the doona tucked in around my neck because my body heat would make the mattress release more fumes and if I smelled that hotter air it took my breath away and made me choke/cough. We also aired the mattress out for 2 days in 35c heat to try and get rid of the stench but it's still there.

- If the bed is too hard for you (which it very likely will be) you can't get any help from them other than a refund. They offer no support for things like softener layers or toppers.

- This bed is a ROCK! It's set to the medium setting and is supposed to be a medium bed but this is the most firm bed I've ever slept on that wasn't classed as a firm or super firm. You do not sink into it at all. I added a topper of latex (7cm) on it and it was better but still too firm for me.

- You CAN NOT take this mattress back to any old vinnies or lifeline store. We are expected to travel 4hrs one way to find their designated opshop to take it back to. This is NOT on their buying pages! Had it been made VERY clear and obvious which stores we need to take it to I would never have bought this bed. So now after the extra $250 on the topper we are expected to pay another $120 in fuel and 8 hrs of our time to get it to the place to get our refund. Disgusting!

- Synthetic top layer makes it trap heat but it's not too bad. I do sleep under the ac though. But to lay on it bare mattress its warm instantly..

Overall I really don't see what all the hype is about. I would NOT recommend this bed or any of their products to others.

Further update on 8th of July 2025. After further dealings with the Koala mattress company, I rate the following aspects of my experience with them: i. Ordering ease and delivery time: Five ***** (out of Five) ii. Customer service and responsiveness: Five ***** (out of Five) iii. The process of returning the mattress and refund issuance: Five… Read more ·  1

***** (out of Five) iv. The suitability of the mattress FOR ME: Three *** (out of Five) ---> Please read my earlier review below regarding the mattress itself. Original Review

I read many of the feedbacks on Koala mattress on this site and also watched some Youtube videos before deciding to buy a KOALA PLUS King size mattress and giving it a go. I've been using the mattress now for 6 weeks, and right from the beginning, used the 'Firm' side of the 'Medium-Firm, Firm' comfort layer. I'm 179 cm tall and weigh 92 Kgs, and cutting the long story short, the mattress has proven not to be the right one for me! It sags, and since I like to lie on my back often, and toss and turn quite a bit in bed, and even though I replaced the old sprung slats on my bed base with new solid slats and increased their numbers, there's been no improvement. This mattress is not a long-term solution for someone who likes a 'Firm to Very Firm' mattress (I guess it also depends on your body weight and sleeping habits). Although not of significant effect, I felt it retained heat somewhat. Initially was going to use it for 80 or 90 days (as it has a 120-night trial period) to see if I would get used to it (I loathe the hassle of sending things back and trying something new), but recently started experiencing some shoulder pain, perhaps caused by the mattress' lack of adequate firmness, and its slow bouncing back effect!? So initiated the return process after 6 weeks of usage by requesting a return via their website. Since I do not have the original plastic wrapper (don't know if anyone keeps the stuff), the company is apparently going to send me some plastic wrapping to wrap around the mattress for protection during return. Now have to search for something more suitable which can be tried at home, since trying a mattress in a showroom is not the same as sleeping on it for a few hours and a few nights (at least) to see if it is the right fit for a few years. I rate the following aspects related to this mattress as follows:

i- Ordering ease and delivery time ***** out of 5 ii- Product quality and robustness *** iii- Heat retention **** iv- Ease of return and customer service ***** out of 5.

Purchased in May 2025 for $1,791.

We’ve had an incredibly poor experience with Koala’s delivery and customer service. Our mattress was scheduled for delivery between Thursday and Friday — with an overly broad delivery window of 8am to 6pm on either day. By late Friday, the tracking hadn’t updated and the item still hadn’t been picked up. We had to contact Koala ourselves — only… Read more

then were we told it wouldn’t arrive on Friday and would be delivered on Saturday instead. No communication, no apology.

On Saturday, we monitored the courier tracking all day. When it finally showed as “on the delivery vehicle,” we watched the driver pass right by our address without attempting delivery — then spend hours driving around Canberra before returning to the depot.

By Saturday evening, we still have no mattress, no delivery, and no update from Koala — and our emails remain unanswered. We had organised our schedule based on the timeframe they provided, which has now caused us considerable inconvenience.

For a premium-priced product, the service has been nothing short of appalling — zero communication, poor logistics, and no accountability. We would not recommend ordering from Koala based on this experience.

I have been using a thin mattress, sleeping on the floor for years. My back needs a really firm surface. I was urged to buy a koala and elected the firmer mattress. It arrived quickly, like the next day, it was all that was expected, and the service was really great however my back just didn't take to it. Seven days past and all I wanted to do was… Read more

go back to sleeping on the floor. No fault of the mattress or Koala. I'm just made that way. So, I contacted Koala to org a return and expected a fight. No fight, they understood, picked it up and refunded me no issue. Now, that is an amazing company. No wonder they are rated so highly. Once again I have to say there was no fault with the mattress. Like in my relationship issues, 'It's me, not you.' Koala elected to donate the mattress to the homeless and that makes sense. I am so sorry I could not do business with them this time but I spotted some nice furniture they have and hope to do business with them in the future because they have earned my trust.

It’s extremely comfortable. I don’t wake up with sore back or hips. Supports me to n all the right places. Thank your for your prompt delivery and easy unpacking. Show details

This is a great quality mattress. I love that you can’t feel your partner moving! Found it a bit firmer than I was expecting, but now have added the soft Koala topper & it’s perfect. Show details

First time buyer of these types of mattresses and I am so impressed. Definitely wished I got one of these mattresses years ago! Extremely comfortable to sleep on. Will never go back to spring mattresses ever agin Show details

I found this mattress to be too firm. Koala offered a complimentary mattress topper instead of a return, however they delivered it to the wrong address. I’ve repeatedly contacted Koala via their live chat (which is not actually live) and email - including prior to them sending it to the wrong address when I was notified about the delivery… Read more

details.

However, it’s been over a week now and the issue is still unresolved, and the mattress topper is currently sitting at our real estate agent’s office in Sydney (where we no longer live) needing urgent removal/collection. There’s no phone number to contact either and no means to escalate the issue.

I’ve never had a problem with Koala in the past and have ordered multiple times from them, so this experience is very disappointing and I’m not sure how or when the issue will be resolved.

I purchased a mattress in March 2019 and while it performed well for the first couple of years, the quality has declined significantly since. I’ve followed all recommended care protocols, including regular rotation, but by year four the support noticeably deteriorated. Now, at year six, the mattress is extremely uncomfortable. I contacted the… Read more

team and was told that the 10cm sag in both mine and my partner’s sleeping areas is considered “normal.” I find this very disappointing. A mattress marketed to last 10 years should not be failing at just over half that time.

Given this experience, I won’t be purchasing another Koala mattress. And frankly, it’s 2025—why are we still expected to sleep on polyester?

Not a great mattress to be honest. Within only a few months I noticed indents where I sleep and that's someone who weigh's 60kg and moves around a lot - side, back, side, front, edge, middle. When you purchase your mattress they offer a reward for your review etc, so likely why there are so many positive reviews. Writing to them about the indents… Read more

you'll get a clearly predrafted letter stating that if the dents are less than 2.5cm then that's just normal for mattresses and to be expected.

We initially bought a Koala mattress for our spare room, but liked it so much we decided to buy another one. Really great mattress - we are finding it really comfortable and just the right amount of support. Was delivered to our regional location within 3 days. We will eventually swap all our household mattresses over to Koala. Show details

I was definitely sceptical buying a mattress online,and hoped it would live up to the hype. It more than lived up to it,it has surpassed my expectations,super comfortable,easy to unpack and put together. Price was great,order and delivery was too easy! Highly recommend! Show details

EDIT: After 2 months, I did eventually have someone from warranty reach out (Leah) who was incredible and organised a new mattress, a newer model, within 10 minutes after confirming the sagging with delivery the next day and even organised the old one to be picked up. Changing rating from 2 up to a 4, only minus 1 due to timeframe. However if you… Read more ·  9

have issues with your products do reach out to them, they will fix it.

I have had my mattress for approx 7 years now so I feel like I can really attest for the sort of quality/comfort over time, unfortunately, it does not hold up well. Mattress started off great and I raved about it to everyone but after about 4 years the mattress started sagging, and by 5 years the bed know gives us way more back pain than we initially had before purchasing this mattress, now 7 years in I regret it to much Im already having to look for a new mattress, mattresses should last 10 years minimum but this one deffs does not. I do like their pillow though.

Ordering on line was simple and hassle free, delivery occurred in good time and was efficient. Setup couldn’t have been easier, and the first few nights sleeping on it have been exactly as we expected firm, relaxing and needed. Definitely would buy again. Show details

It’s very comfortable and temperature controlled. It feels very good quality where I know it will last a long time. It’s very supportive, I’ve had no aches or pains from it. Show details

Love my Koala Queen Mattress! Delivery was super quick, and the mattress is incredibly comfy. The flippable firmness is a great feature—nice to have the option to adjust it. I've been sleeping so well since it arrived. Highly recommend! Show details

Such an easy, smooth process from the beginning to the end. Order arrived within a week and delivery was seamless. The bed frame and base were soooooo easy to assemble, we were so impressed. The mattress is super comfortable and everything we wanted. I can and will highly recommend this company and product. meegan

This is our second Koala mattress, the first one lasted over 7 years and we didn’t consider anything else. They have the right level of firmness and adjustability, service is quick and they are easy to set up. Show details

We ordered a king size mattress with flippable firmness. We are super stoked with it, it arrived on time and is honestly one of the most comfortable beds I’ve ever slept in. We use the medium side and it’s soft but supportive. Highly recommend. Show details