Madison Times Square Queen

Purchased: just under 2 years ago I purchased this mattress less than two years ago, and despite extremely light use, it has already developed a very obvious sag on the sleeping side. This is not what I would expect from a mattress at this age, at this price point, with this level of claimed durability. I contacted the company to begin a warranty… Read more

claim. Unfortunately, the response I received was extremely disappointing. Because they identified very minor staining from normal life (this has absolutely nothing to do with structural sagging), they are now requiring me to pay out-of-pocket for professional sanitisation prior to them even accepting the mattress for inspection (which I was prepared to do…..until I read on) — and then an additional $176 just to transport the mattress to them to investigate whether the sag is a manufacturing defect. Only if they themselves agree that it is a manufacturing defect would the transport charge be refunded. If they decide it is not, I lose the money. In addition if they find an issue and go ahead and repair it, then I am also liable for the cost of repair. So I am now being asked to pay simply to have them look at a mattress that is failing well within the warranty period. I find this requirement unreasonable and ethically concerning. Sagging in under two years, with minimal use, should not be happening — and shifting the cost / risk / burden of warranty investigation onto the customer is not the level of support I expect from a company in this industry. I am posting this review so other consumers are aware of how warranty handling is being managed. I am still hoping this can be resolved fairly — but at this stage, based on the current response, I cannot recommend this product. I am in the process of escalating this issue to Consumer Affairs and will update this review with the outcome and anything further.

I’ve used this mattress for just over a year now, and by far this is the worse and most uncomfortable one I have ever slept on, I suffer from scoliosis. The snooze manager reassured me that this mattress will help with my back pain hence why I bought it. But a year later, I went to my chiropractor to get my back checked after from not seeing them… Read more

for a year, and within a year my chiro had told me my scoliosis went from mild to moderate. I have been seeing this chiro on and off for years now and told me that my back has significantly gotten worse from such a short period of time and I believe it’s from this mattress as I wake up in the middle of the night with so much pain, always tossing and turning to get comfortable again. When I’m away on holidays surprisingly those crappy cheap hotel mattress are so much more comfortable than this expensive one as I don’t wake up in pain in those hotel beds.. and that just says a lot about this mattress. I am only 22 years old and should not have this many pain issues while sleeping. I’ve now had to buy a new mattress. I’m beyond disappointed with Snooze and their team, making us believe that their mattress will solve all of our problems, but people these days just say whatever they can to get commission and income. Can’t trust anyone’s words these days. I’m sorry for anyone else who had to go through this.

We bought this mattress (medium) in Jan 2025 and have made several complaints to Snooze about its quality. This mattress currently has 52% negative reviews on productreview.com.au, which suggests widespread issues with a number of consumers. Despite the 'sample' mattress in store feeling comfortable, the mattress we received is uncomfortably hard… Read more

and causes back and hip pain. Despite our complaints, Snooze says the mattress is 'not defective' and has not offered any remedy, other than asking us to pay more paying to have the mattress altered. An incredibly disappointing customer service experience - clearly, Snooze does not care about customer satisfaction at all.

Very comfortable – We are loving our medium Madison mattress. So comfortable and our sleep has certainly improved. Great customer service from the team as always. Show details ·  1

Excellent – Very comfortable and supportive mattress. Excellent value for money. Feel that I sleep for longer periods before having to roll over or move position. Show details ·  1

Comfy & supportive – This mattress has been really good on my body as it offers that support and comfort I needed . I always look forward to getting into my bed at the end of a long day. Show details ·  1

My husband and I both have severe back pain and can hardly walk in the mornings after spending around $3000 on this mattress a year ago. We were hoping it would get better but it now has a lump in the middle as well. We followed all the instructions to rotate the mattress etc. It has never felt like the one in the store but we were told it would… Read more

break in, we are extremely disappointed and have reached our last straw with it. The shop said ‘we can’t predict how different people will respond to different surfaces’. Having very bad sleep and waiting for it to be light in the mornings so that we can get up and out of the hard and painful bed. It is hard to roll over in and the most uncomfortable mattress we have ever slept on.

Please read the 1-star rating feedback before buying – Like most of the customers that bought Madison Times Square mattress, I am very devastated by the quality of the mattress as well. It was good on the first year, then it goes downhill straight after that. The medium firmness becomes too soft to sleep in because it no longer support our backs when we sleep on it. Both my husband and I have started… Read more

developing back pain and we are normal sized person - 80 & 65kg.

I have had not very expensive spring coil mattress for over 10 years and never had this problem before. I bought this new mattress only because we moved into a new home and we thought we splurge on a better quality mattress. Also, it comes highly recommended by the Snooze salesperson as well (very suprising!!) Otherwise, my first choice would have a Sealy mattress.

I have been offered to refirm the mattress at a cost by the manufacturer. I am not sure what is the cost yet but if after barely 2 years, this is the outcome, I shudder at the thought that it will retain its firmness after a couple of years. I lost my confidence with this brand. Never again!

Never ever ever ever buy this mattress – Do you love back pain? i know i do. Do you love neck pain? i know i do. Do you love rude and obnxious customer service? I know i do. Well, I have the mattress for you. For the low price of a month labour for an average family. All this could be yours and more. Dont hesitate. Call us right now. This is the worst mattress i have ever used. It was… Read more

firm for a week. After that time, it was so soft i was it impacted on my quaility of life. I tried everything. Even bought a new bed frame. Tried to contact customer service for a return. It took them months to reply and then they said everyone loves the mattress.

Best mattress I've ever had! – Fantastic Australian made product. Very supportive, don't get disturbed by my partner tossing and turning anymore. Very comfortable. Show details ·  1

Best Mattress ever – The mattress is amazing. I have never slept better, most supportive and comfortable. I would definitely recommend this to someone else, since owning this mattress my back pain has disappeared. The mattress is very durable and has maintained its shape and firmness Show details ·  1

10/10 Quilty and comfort – Had my time square for 2 years and it’s been amazing since the day I brought it. Can really tell the quality bed Has no signs of body impression , considering I almost never rotate it like was recommended to when brought. my partner is a hot sleeper and he says he doesn’t feel hot and stuffy in my bed compared to his own. Overall a great mattress Show details ·  1

Much improved sleep – Totally love this mattress and it is really comfortable and supportive. I shopped around trying several mattresses before buying this one. With old mattress getting a good nights sleep was challenging, now my quality of sleep has improved immensely. Getting more than 6 hours sleep each night and waking up feeling refreshed. Mattress is absolutely durable and has definitely not lost its shape or firmness and no sagging. Show details ·  1

Reasons for a goodnights sleep – The mattress is extremely comfortable and very supportive which allows for a goodnight sleep. I am now getting a good quality 6 hours sleep compared to 4 on my old mattress. Mattress is definitely durable and long lasting. It has kept it shape and is rotated regularly. Show details ·  1

Feeling sleepy – I have few different mattresses over the past few year nothing came close to it. Absolutely want I always wanted not too soft not too hard. I am having the best sleep of my life. Show details ·  1

Horrible – I was pregnant at the time of buying this mattress and purchased as it was half price and we wanted something comfortable for when I got late into my pregnancy. It was great at the start but then started sagging. Even with the appropriate rotating etc. I’m devastated as I am already strapped for cash and can’t afford another at this present time.… Read more

My husband and I have back pain. It’s just the worst. I wouldn’t ever recommend buying a Madison mattress. I will never purchase one again. I feel quite cheated as this is probably why snooze had it for half price.

Why is one star the lowest rating for this mattress – Front sleeper. Like sleeping in a bathtub. Only a year old. Made to feel like I’m to blame for not rotating enough not sleeping in the middle. Worst mattress ever Show details

Used for 5 years and gives back pain now, it had sagged on the fluffy pillow top after a few years – Cosy to begin with but deteriorated after a few years. Rather heavy to lift to make the bed. Still looks new but pillow too sagged. Gives back pain to both owners. Show details

Not sleeping well on this mattress – Have now had this mattress for a few months , it dips when we sleep in it ,he is larger so I tend to roll into his side of the bed ,when we get up in the morning there is notable dips from where we both sleep. I have had bad back issues since sleeping on it, I initially had back pain and the mattress was supposed to help with that. It feels softer… Read more

than the demo model and I took time to make sure I got the right one ,firm support with a good comfort layer ,I will keep trying but I hate to admit this may be the wrong mattress for our needs, I wake 3 or four times a night, and toss and turn all night. Then there is the new smell from the glues that are used in the mattress , very strong to start with , felt it in my throat, has dissipated slightly but is still there 2 months after purchase . Will keep airing ,have used all the right protectors , rotated as instructed not impressed.

Worst mattress…After 2 years mattress is super saggy – We have had this mattress 2 years and I am ready to throw it out. It is the worst mattress we have ever had. It sags so badly, I now have hip pain from sleeping on it. They told us to rotate it regularly, which we have done and it is still bad. I can’t believe how terrible it is, I used to sleep in one spot all night. Now I toss and… Read more

turn all night trying to relieve the pain. If I could give this 0 stars I would. The mattress in our guest bedroom is better and it was much cheaper. I now have serious issues with my spine and hip alignment. This mattress is a health hazard and should be banned. ,

No snooze for me !! – This Matress has been causing me back pain and sleepless nights for many months now … it was quoted as a medium to firm Matress and to be honest I’ve had firmer stools !! Show details

Steer clear of this mattress from Snooze! – The delivered product does not feel like what you tried in store at all. It is so soft and not supportive (the spring base pretty much bends when you are on it) feel as though you bought a different range! The Snooze shop assistant will steer you to this range. You can’t really return once it is delivered as Snooze class it as change of mind. … Read more

My suggestion is you avoid this mattress brand altogether as I have nothing but regrets. This home brand mattress from Snooze is expensive and now I probably have to sell it at a massive loss (if I am lucky to be able to sell it…)

Not. Impressed. At. All.

Incredible! – The mattress was the best purchase of the decade! So happy with my mattress and thanks to the team at Snooze Manly Vale, they were able to qualify my query and find the best suited mattress to my needs. Highly recommended! (Also the adjustable base makes life easier when watching Netflix in bed)  Show details

Worst back pain ever – Do not buy this bed! I can't stress enough the pain you'll be in! This bed felt amazing for the first week... And started to dip immediately. I thought it was still just adjusting. Finally 6 months in I called snooze. My back pain is unbelievable. Went back to snooze. They said for just $860 they can make it softer. Tried going through that process and no one is calling me back. Ready to cut my losses and buy a new mattress.  Show details

Too hot but comfortable – I've had this mattress for several years (purchased 2016), I am finding this mattress too hot, because of the memory foam and is getting hotter as the foam compresses more over time. I've tried changing to cooling sheets, and cooling mattress protectors and toppers -nothing has worked. The only reason I've persisted this long is that it's very… Read more

comfortable. It doesn't look like this part has been improved in the newer models, and is still constructed with memory foam.

Quick quality deterioration – The mattress started out ok. About 6 months later it started squeaking which got progressively got louder and worse, to the point it wakes you up when you turn over at night. A year later, we both started getting really sore backs and restless sleeps. I emailed Snooze with videos of the noise and photo of the sag measured against a ruler. They… Read more

arranged for the manufacturer to take the mattress away for inspection. The inspection came back saying there was nothing wrong with it and when I asked Snooze what the next steps were as I provided evidence of the deterioration, they replied saying that ‘comfort is subjective’.

Nothing about the terrible quality of this bed is subjective. Do not buy this bed. Do not buy from Snooze.

Very uncomfortable mattress – Bought this mattress 8 months ago. It is the worst mattress we have ever bought, wake up every morning with back pain and very restless sleep. Would not recommend this mattress. Show details