- Verified purchase
Okay product, great customer service
Ordering process and delivery was easy, fast and reliable. Mattress doesn't gass out too much initially, which is nice.
The mattress is very soft. That's of course subjective. The sides are too soft and its easy to slide off or roll off the edges.
The mattress DOES SAG. Do not believe fancy marketing slogans. It does sink in and sag. Eventually ended up returning the mattress after 80 days. Return process was easy and without any concerns. Refund came in same day. Excellent customer service.
I have had my mattress since Jan 2020, still feels just as comfortable. It was a very good investment and worth the money. I have been recommending koala mattress'evet since.
It's far from perfect
The mattress is on the soft side for me but that's not the issue. There are 2 major problems with the matters.
1. It's hot - you sweat like a rotisserie chicken in the oven.
2. No side support - when your trying to find a cool corner, don't you dare go to the side. You will be sleeping on the floor.
They also say free return, but they don't make it easy. I would suggest you keep all packaging unless you have passed the 120 free say trial.
Purchased in June 2020 for A$850.00.
Very Average Mattress + Poor Customer Service
I was very excited to try the Koala Mattress. Delivery of the mattress was done without too much trouble, unwrapping and installing is straight forward. The Mattress does have a chemical smell once unwrapped but this goes away after a good air out / few days.
The mattress is very soft and does not support your back very well. The edges have absolutely no support at all, making it incredibly hard to get out of bed / sit on the edge. I would classify the firmness as 4/5 out of 10. If you like a soft bed then this will be fine. However, if you n...eed a firmer level of support do yourself and favour and get something else. The 120 night guarantee is probably the only redeeming quality from Koala. However, if you live in a regional area beware that it will cost you an arm and a leg to get the mattress back to their warehouse depots. Freight companies were charging about half the cost of the mattress just to ship from Canberra to Sydney. I called Koala to see if they could help out or recommend a company to use. The guy on the phone was extremely unhelpful and sniggered as he was telling me he couldn't help and that he didn't know of a way to get the mattress back to the warehouse. I have since bought a Sleeping Duck Firm Mattress and can report it is 1000x better then the koala in both support and quality of materials.
Purchased in May 2020 for A$900.00.
My partner and I purchased a king size koala mattress just under 2 years ago and i am sorry to say but the quality is absolutely terrible.
Not only is there a massive dent in the mattress that wont rebound like Koals horrible customer service team think happens magically, it is the most uncomfortable mattress i have ever used and now my physiotherapist has told me that the mattress is to blame for my bad back.
The mattress is only good for a year.
Purchased in June 2018 for A$1,200.00.
Left a bad review less than 2 weeks ago, and I haven't heard anything back from their team on next steps. Disappointed.
I left a bad review and haven't heard anything back from their team regarding next steps. After they requested for my product number, its been crickets. I called twice and spoke to two different reps, and because I'm in New Zealand, they can't help me. Both reps mentioned their manager [name removed] is supposed to call me but it seems like lies. This is the 2nd mattress I've received from Koala and they're absolutely terrible. Honestly, save your time and money. The mattress works like magic for the first few months, but afterwards loses its q...uality. I wonder if most of the reviews they receive is when people first open their package and try it out for the first time. The only reason why I got a 2nd mattress is because the first one had a huge dent and they kindly sent another one. This current one we have now is actually worse than the first - my partner and I wake up so many times in the middle of the night due to sore backs and wake up feeling terrible. We both work long hours and waking up feeling refreshed is very much appreciated, but we haven't felt that in ages. I have to pop my back and shoulders throughout the day and so does he. He recently purchased a massage gun to help with the pain and it's not even helping!! We tried flipping the mattress, tried calling customer service and waiting for a phone call from them feels like it will never happen. Save your time and money and look elsewhere. So so disappointed with their product!
Purchased for A$950.00.
Worst mattress. No back support at all, its saggy and soft. Made my back pain worse. I tried to return it, however they wanted me to fold it in half which is impossible. Tried to replace it atleast, but they made the process so hard, as they want a ton of pictures. Wouldn't recommend this mattress to anyone.
Purchased in September 2019 for A$900.00.
- Verified purchase
BEST MATTRESS EVER
Amazing to sleep in, no more lower back pain. Can't feel my partner rolling over in the night. Have recommended to everyone!! So soft!!!! Definitely my favourite mattress ever to date
The reviewer stated that an incentive was offered for this review
The matress has gone soft.
You roll into the hollow.
I have turned it around and over.
I would not buy another one of these ever.
Disappointing to say the least.
This is far more than needs to be said but it requires so many words
Purchased in June 2018.
Absolute Garbage and a scam.
How comfortable and supportive is your mattress?
0/10 No support and super uncomfortable.
If you have any health conditions or neck/back issues, has the mattress had a positive or negative effect?
Yes i have horrible back problems and koala have made it 5x more unbearable to sleep. Also my partner now has back problems too (we thought it might just be us but after a 2 week holiday on a cruise ship with no issues with a 100 bed i come back and after 1 night i cant move again and had to drag myself to the computer to write this damn review)
ha...ve you noticed any difference in the quality of your sleep since you started using this mattress? Yes 100% worse sleep im lucky to get 4 hours a night of constant sleep without waking up and raging because my back hurts or the mattress has slumped into a bad position for your back. Do you believe your mattress is durable? Has it maintained its shape and firmness or have you noticed any sagging?
Purchased in July 2019 for A$1,200.00.
Getting used to it
Seems very comfortable however it's so different from what I'm used to that it may take a bit more time to adjust. Cant say about longevity - only had it 2 weeks.
The koala toy is cute but unnecessary land fill by the way.
Purchased in January 2020 for A$807.50.
It started sagging after only 6 months. My back is aching every morning.
So disappointed with the lack of firmness. I loved it at first but didn't take long to sag. It's not designed to flip either. My back started to ache every morning and I can't get comfortable unless my husband is up and I can climb up onto the firm part in the middle of the bed.
Purchased in August 2018 for A$1,200.00.
Does not last 2 years
In the first year it was amazing. We have had it about 2-2.5 years and the foam is spent. Sore back, bad sleep. I have to replace it as there are 2 major dory shaped dents now. Many visits to the physio for neck and back pain and it was hard to identify the issue because the deterioration of the mattress is so gradual. Customers beware.
Purchased in September 2017 for A$1,400.00.
Amazing 4 hours delivery. However the mattress is too soft for me, especially since I am a front sleeper. And feels like you are sleeping on a foam. This mattress will be going back
Purchased for A$800.00.
- Verified purchase
Mattress no good but company fantastic - top notch customer service!!
Fantastic company despite mattress not working out. Mattress is one foam piece and was too soft. Purchased for an older person and it was too difficult for them to roll over. It’s hard to give this review because the mattress was absolutely terrible for someone needing back support. However it was the most pleasant experience dealing with the customer support. I could not believe how easy it was to return this item!! I would give the company a 5- star review because they were friendly and punctual both with initial delivery and the return & refund process. We were truly disappointed that the mattress was not adequate for our needs. A great company.
Purchased in August 2017 at Koala.
Started sagging after 18 months
Brilliant for the first 12 months then the mattress started sagging really badly. After 18 months we may as well throw the mattress out. I now wake up with lower back pain in the morning. Not impressed.
Purchased in May 2017.
This mattress was worth buying
The mattress is very comfortable and it's durable. Didn't have back pain while sleeping on the koala mattress and the quality of sleep which I get using this mattress is unbelievable
Purchased in May 2019.
- Verified purchase
Really regret spending the money...
I think it's a shame that this product has so many good reviews which made me blindly purchase it. First impression of the mattress in the 120 days was that it was OK. I didn't love it, I didn't hate it. I could honestly not feel the difference between this and my old spring mattress. It's now been a year and it's sagging and giving me a sore back. It's way too soft. Softer than it was when I bought it. It's a shame that this mattress is a 'one size fits all' but can't hold its shape after a year. I see this mattress as good for a 'throwaway' o...r if you like really soft mattresses. Have also heard anecdotally from other friends and family who have the mattress and have had issues with customer service/communication, refunds, pickup and also just the mattress sagging.
Purchased in February 2018 for A$950.00.
Great for the spare/guest room but not durable
Mattress was great for about a year but lost it shape and support now. We bought it in 2017. We were so impressed when we first got it that we bought another one but regretted it. They are an ok solution for the spare/guest room but not durable for every day use.
Their customer service was great when we purchased the product. Our then 5 year old was very happy with a little plush Koala toy and a certificate of adoption which she took to show off on her News Day at kindy. In addition, we found a bunch of flowers and a lovely cake at our door and a hand written note from Koala team thanking us for the purchase. Exceptional Customer Experience just wish the product lasted.
Questions & Answers
Frequently Asked Questions about Koala Mattress
Do I need to turn or rotate my Koala Mattress?
Like any mattress, it is important that you rotate the Koala Mattress from head to foot on a regular basis throughout its life to help create more even settling of the comfort layers and dispersal of weight throughout the entire product.
This is especially important within the first few months of use. The Koala Mattress has been designed so you don’t need to flip or turn it over as part of regular maintenance.
Is there a weight limit to using a Koala Mattress?
The mattress has been tested with several weighted dummies, up to 240 kg (530 lbs), and is suitable for most, if not all body types.
Why do I feel hot when using a Koala Mattress?
A foam-based mattress warms up more in comparison to conventional, spring-based mattresses after some use. Koala recommends changing the fabric type of your bed sheet or fitted sheet if you feel warm.
Do I need a bed base with a Koala Mattress?
A Koala Mattress works with any bed base type, including slat and ensemble bases. Koala recommends that you do not use your mattress directly on the floor for hygienic reasons.
Latest Consumer Questions
Our Queen size koala mattress bought two years has sagging on both sides on the mattress, is there any way we can fix this as my husband has injured his back and is having trouble attaining any for of comfort?
You and your husband both deserve to be feeling your comfiest any night, let alone when battling a back injury too. Our 10 Year Warranty won't stand to see you with a sagging mattress and we'd love to see that we get you a supportive sleep as soon as possible! If you can please reach out to our Customer Care team on 1800 575 337 or email us at email@example.com, we'd love to get a replacement out to you both and see you back to being as comfy as can be.
The Koala Dream Team
I received my koala mattress 6 months ago now and i'm not sure if its a coincidence or not but it developed yellow staining and various odors, and ever since then i have developed a skin issue (Psorisis) that i have never had before and cannot find a reason why. Has anyone else had a similar experience to this?
This sounds uncomfortable and frustrating to sound the least mate, no matter how unusual or bizarre it is, thank you so much for reaching out and we'd love to get to the bottom of this situation! You definitely shouldn't be experiencing something less than comfy and our team is here for you if you would like to look into this more with us?
If you can please reach out to us on 1800 575 337 or email us at firstname.lastname@example.org and we'll be happy to help and investigate this further!
The Koala Dream Team
Greetings from Sunny Melbourne. The search for a new King mattress has led me to Koala so far. The one thing that has persuaded me is the fact that you pick up and re cycle old mattresses. Given the situation in Melbourne Metro atm, do you have any idea how long the pick up process will take? Short or room and I really dont want a king size mattress in the hall way for to long. Many thanks
i don't work for them but under their help section on their website is this "In selected areas of Sydney and Melbourne we've partnered with Soft Landing, a mattress recycling social enterprise, to remove and recycle your old mattress for FREE.
Once you've ordered your koala mattress, we'll send you the details to book your mattress pick up through Soft Landing. Get your koala mattress now."
Hope you're enjoying that super sunny spring morning in Melbs! Let's get this sorted :) We can absolutely work with you and our partners Soft Landings to time this so that it's easy-peasy and swift as can be! For the best and most accurate advice on booking your old mattys collection, please reach out to the Soft Landings team here https://www.softlanding.com.au/contact-us/ for their ETA to your address.
From there, we'd love to book in your new mattress and make sure it arrives on just the right day! You'll be able to choose the delivery window that suits you best when you place your order, or please reach out to our Customer Care team on 1800 575 337 or email us at email@example.com and we'll be happy to help you out or answer any more questions you have too :)
The Koala Dream Team
Koala have been one of the major players in the boxed-mattress industry since it first began gaining traction in Australia. There are thousands of reviews on this page, so we've taken a cut of the most recent reviews and done a deep dive into the data from them. We'll use these reviews to answer some of the most pertinent questions regarding the Koala mattress.
The segment of reviews we have taken data from is comprised of 230 reviews published between Feb 6th and Aug 23rd 2019. At the time of writing, this represents roughly 8% of the total number of Koala Mattress reviews.
Is the Koala Mattress good value for money?
Our reviewers have given the Koala Mattress and average rating of 4.2 for Value for Money, which is very positive. Even a number of reviewers who gave an overall negative score still stated that the Koala represented good value for money.
Suitability for those with neck or back issues.
Of the 230 users surveyed, 94 stated they had pre-existing neck or back issues. Of these people, 85 of them (90.4%) said that their Koala mattress did not caused further discomfort.
If you hate waking up during the night feeling too hot, this might be the mattress for you. 94 reviewers said they felt the mattress did not retain heat, compared with 39 who said it did (97 people did not respond to this question).
In general, we found that the longer someone had owned their mattress, the more likely they were to complain about their mattress sagging. While only 35 reviewers said their mattress sagged, these people had owned their mattress for an average of 449 nights (just under 15 months), as compared to the 156 reviewers who had not noticed any sagging, who had on average owned their mattress for 79 nights (about 2.5 months).
How does it feel to sleep on?
Most reviewers agree with Koala's own assessment of their mattress as being of "Medium" firmness. You can see a breakdown below:
|Perceived Firmness||Number of Respondents|
There wasn't a significant difference between Front, Back, or Side sleepers - they all rated the mattress pretty positively. Note: reviewers were able to select more than one preferred position.
|Sleeping Position||Average Rating||Number of Respondents|
Most people don't want to replace their mattress every year. Ethical consumption is becoming an increasing factor in purchasing decisions, and people expect their mattress to last. While 71% people indicated it only took a few days for them to adjust to their new mattress (as opposed to weeks or months), we did see a correlation between length of ownership and increased rates of dissatisfaction with the product. In general, reviewers who gave a lower rating were more likely to have owned the mattress for longer than the 120-night trial period. The 49 reviewers outside this trial period gave an average rating of 2.4 stars, while 176 reviewers still inside the trial period rated the mattress 4.6 stars.
The 29 reviewers who gave a 1-star rating had owned the mattress for an average of 14 months, while the 153 reviewers who gave 5 stars had owned the mattress for an average of 9 weeks.
While reviewers rate the Koala as great bang for your buck, and it seems like your bad back won't be any worse off for sleeping on it, we did notice that many positive reviews come from users who have owned the mattress for around 2 months. However, Koala do offer a that covers physical flaws and visible indentation due to normal use, in addition to their standard 120-night trial period. As always, have a read through the reviews, and if you have any questions, you can post them in our Q&A area and a Koala representative or a helpful member of our community will get back to you.
|Type||HD Polyurethane Foam||HD Polyurethane Foam||HD Polyurethane Foam||HD Polyurethane Foam|
|Firmness||Medium Firm||Medium Firm||Medium Firm||Medium Firm|
|Thickness||23 cm||23 cm||23 cm||23 cm|
|Country of Manufacture||Australia||Australia||Australia||Australia|
|Manufacturer Warranty||10 year(s)||10 year(s)||10 year(s)||10 year(s)|
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