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Decided to give this mattress a try due to good reviews. Mattress was too soft and unsupportive for wife and myself even with foam layers arranged in the firm configuration. Was also giving wife a sore lower back and both of us experienced neck ache. After several weeks of use it was obvious this mattress was not for us so I contacted Macoda to arrange for a return as per their "free return and full refund" policy within the 100 night trial period. 6 weeks have now elapsed since my return request and mattress has not yet been collected. At the ...
Read moretime of purchase Macoda failed to disclose that collections had been suspended on March 25th some 6 weeks before my purchase. After several frustrating email exchanges they still can't tell me when the mattress will be collected. According to Macoda they rely on the Salvation army for mattress collections and would be unable to arrange collection of my mattress until there is a resumption of home collections. Macoda even directed me to a page on the Salvation army website so I could see for myself the status of their home collections. At this stage there is no clear indication as to when collections will resume. Due to the current Covid-19 situation in Melbourne it could be many months away. If I had known this was the case then I would not have purchased the mattress at that time. Several unsatisfactory solutions were offered by Macoda contradictory to their free returns policy. The solutions involve either extra expense on my part or waiting indefinitely until Salvation army home collections resume before mattress removal and a full refund would be provided. Macoda have now stopped responding to my emails so have contacted paypal to intervene.Purchased in May 2020 for $1,000.
Hi Macoda M.
Thanks for your reply. Unfortunately this does not bring us any closer to resolution. ...
Read more You said: "On March 25th, as soon as we had information that collections wouldn't be able to take place, we made that information available on our website and it still is" I just had another close look at your website and can see no reference to this. So what you are saying is either not true or the information you are referring to is so well hidden its impossible for the average person to find. You said: "A 50% refund for the time being has also been offered to help the situation, and we're still more than happy to provide that" This was not a returns condition at time of purchase. If this was made clear at time of purchase, which it wasn't, then I would not have made the purchase. Its also of not much help given I now have a queen mattress I can't use that's in the way taking up valuable space and is awkward to move due to its size and weight. I've already been waiting 6 weeks for its removal. How much longer do you expect me to wait? Surely you have a backup plan of some kind rather than relying solely on the Salvation army collection service for mattress returns?
Hi Mgib66,
The collection information is available here under "COVID-19 Response" on our FAQ/help page - thanks to you, we now realise this may not be clear enough for everyone, and will take immediate steps to remedy this....
Read more You're absolutely right, the 50% refund is not something that was offered for returns before. We've introduced this temporarily as a means to try and be as fair as possible during the Covid-19 restrictions, so customers can still get some money back if we are unable to provide a free collection for a period of time. We are working hard to find alternative solutions for you and communicating daily with a number of agencies/contractors to find a solution for you. Unfortunately we failed to predict a pandemic and the effects it would have on our collection process. We always want to do our best to make sure our customers, such as you, have a positive experience no matter what. In this case, part of that means taking into account your safety, and the safety of our members and our partners. For that reason, home collections in Victoria are very tricky right now. We appreciate your patience, and I completely understand your frustration. Please rest assured, we'll do our best to find an alternative for you ASAP.The reviewer stated that an incentive was offered for this review
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I wish I hadn't bought this mattress; it was nothing but agony for the over 28 days that I had to wait until it could be returned. My experience right from the start was horrible, and it never got any better. For me, the firm setting is diamond-hard, there's no discernable difference on the medium setting, and the soft setting is hard like concrete - there was just no softness to this bed at all. It took me over an hour each night to get to sleep, trying to find any semblance of comfort, and I would wake up after an hour or so in agony, and una...
Read moreble to get back to sleep until I went to sleep on the couch (which is not designed for sleeping). I didn't get one full nights sleep the entire 6 weeks I had this mattress. 3 massages and hours in the hot springs couldn't alleviate the pain I felt from sleeping. If you like a mattress that is very firm, then this might suit you, as plenty of other reviews would suggest many people like it. However, if you prefer something with some give and an element of softness, then I wouldn't recommend this at all. The returns process was also painful - it took 4 days to even acknowledge my refund request, and then the process is dependent on when the Salvos can come pick the mattress up - this happened 2 weeks after I made my return request. I got my refund about a week after the salvos has picked it up. When Macoda actually respond to an email request, they're quite helpful, but overall I didn't find the experience a positive one.Purchased in April 2019 for $1,050.
Hi Eva, I'm sorry to hear you had such an unpleasant experience. We try to make things as easy for customers as possible, and I'm disappointed to hear this wasn't the case for you.
While our records...
Read more suggest that the waiting periods you've expressed are somewhat overstated, your experience still reflects poorly on us and I am sorry. I do want to genuinely thank you for your feedback - it helps us to improve and keeps us accountable.Questions & Answers
Hi, this is my 3rd night sleeping on my new Machida mattress. Mostly it feels like a cloud but my hips and ribs feel like they're hitting the springs. It really hurts, I've woken both mornings feeling bruised. Could this just be me getting used to a different mattress? I'm not a tiny girl at around 90kg, but I didn't expect this. I want to love it so much. Has anyone else felt this? Oh I have flipped it to firm, to see if that helped but it's the same issue. Thanks.
Hey Stacey! Thanks for the question :)
Part of your experience could well just be an adjustment period (some people adjust quicker than others) however, you shouldn't be able to feel the springs. Sho...
Read moreot us an email at info@macoda.com.au and we'll work through it with you to see what's going on exactly and work out how best to help you!
On delivery what firmness is the mattress?
I know you can flip the inner foam, just want to know what its on when delivered
Hey Mandy! The mattress arrives in the medium configuration :)
I bought a macoda mattress in September I love it. I am moving interstate and want to know f it can be compressed and boxed up again?
Hi Shaeleen,
Great to hear you're loving the mattress! Unfortunately once they've been taken out of the box we can't re-compress them. An alternative option in your case might be to unzip the top lay...
Read moreer and move the components separately. You should be able to roll up the foam inserts and the bamboo cover to make things easier :)Get an answer from our members and Macoda representatives
Details
 Macoda Mattress Single4.7(3) | Macoda Mattress Double4.9(13) | Macoda Mattress Queen4.7(40) | ||
|---|---|---|---|---|
| Category | Mattresses | Mattresses | Mattresses | Mattresses |
| Price (RRP) | $700.00 | $800.00 | $900.00 | $1,050.00 |
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Hi Mgib66,
I'm sorry to hear you've had such an unpleasant experience. We try to make things as easy for customers as possible, and I'm disappointed to hear this wasn't the case for you....
Read more This has been a challenging time for a lot of people in a lot of ways, and unfortunately it has been extremely frustrating for us in some areas, exactly like you've outlined. Unfortunately, collections were set to resume in Victoria before the recent wave of Covid-19 interrupted that, and due to the virus, our collections process has been interrupted all over the country at different times. I know this doesn't excuse the issue, and ultimately we are responsible for upholding our promise, so I am sorry that we've let you down. I also want to thank you for holding us accountable, so that we can assess ourselves and to help us improve. On March 25th, as soon as we had information that collections wouldn't be able to take place, we made that information available on our website and it still is. We'll aim to make this information more clear for other customers, so thanks for letting us know. I know the situation is far from ideal, but due to unforeseeable state restrictions and in order to ensure the safety of ourselves, our partners and our customers, we are extremely limited in collections, namely in Victoria. The solutions we came up with were the best available alternatives in the area at the time to allow for the mattress to be collected under the guidelines you provided us. A 50% refund for the time being has also been offered to help the situation, and we're still more than happy to provide that. I'm also extremely sorry to hear that you feel as though we've ignored your emails; please know that is not the case at all, we've been working hard to find a solution for you and will continue to do so :) Again, I'm extremely sorry that you've had this experience and hopefully we can work this out for you and improve in the future. Happy sleeping, and I hope you find your dream sleep!