Customer help NO HELP
I have now sent stacks of photos several emails, made phone calls all to no avail apparently it’s my fault for choosing the bed!
Wish I’d read reviews before I bought it.
Purchased in February 2021 at Forty Winks.
Sagging and uncomfortable. Company were difficult re warranty and dismissive.
Our mattress is 2 1/2 years old. It has sagged in this short time and is now a very uncomfortable bed and not supportive. I wake during the night and every morning in pain. I have to get up and walk and to ease the pain in my hip and shoulder.
We did the right thing and asked for it to be reviewed under warranty. The sag was 35mm ( so much deeper when you lay on it that its like others on here say, its like sleeping in a canoe or hammock). 35mm evidently is permissable 35.1 would not have been. This was from their interpretation of the photog...
Purchased in September 2018 at Forty Winks for $5,000.00.
I really like this mattress
This mattress is really good, I spend ages looking for a mattress and finally found this one. I sleep a lot better now as I had bad back issues before this bed
Purchased in May 2016 for $4,950.00.
POOR QUALITY, TERRIBLE CUSTOMER SERVICE
After spending over $5000 on this mattress we had it replaced after 3 years due to almost 10cm sinking - My husband is 90kgs I am 60kgs. It has been 18mths now with the new mattress and the same thing has happened again. I have endured 2 mths of trying to organise a warranty claim. I have been put from person to person, had someone out that could see the sinking, then when I was eventually called back told nothing was wrong. Apparently my fault.
They have been incredibly difficult to deal with, I have been passed from person to person, no one w...
Purchased in April 2015 at Snooze for $5,000.00.
Getting physio to sort my back out
Believe the terrible reviews! After less than 2yrs we are having to buy a new mattress. My husband got neck, shoulder and hip pain, my lower back is so sore I'm seeking physio. 5k down the drain... this is a very expensive gimmick :(
Purchased in December 2018 at Forty Winks for $5,000.00.
Rubbish Warranty - Rubbish customer service
Bought mattress from Snooze and it has ripped underneath on corner from lifting it to make it. Notified them regarding warranty and was told you got it in good order and you ripped it. Poor workmanship and for a $5000 mattress I expected more. Didn’t want a new mattress just it repaired so I could make it without my hand disappearing into it when lifting it. Don’t buy it as it’s is a complete waste of money. Also the hottest mattress I have ever slept on. Had to get a ceiling fan installed. Time for it to go to the rip
Purchased in May 2016 at Snooze.
DO NOT BUY!!!
First of all, I do not want a generic reply.
Long story short.
Do not buy the My Side range or from the Kingsdown company. Very poor customer service.
We were told when we started to look at mattresses that the My Side range is the only mattress we need to look at and was the only one to give us all the support we need. They gave us a really good deal, Obviously, they need to sell these mattresses
The mattress was great when testing in the shop but now very unhappy with it (have only owned it for 4 months). We sent it back due to colours...being on the wrong side after owning it for a month(which was a nightmare to get that done), apparently, it had no fault but now magically feels correct. Feels like we are sleeping in a canoe but there's nothing we can do, according to them its normal. Save your money, we now have a $4000 Mattress in the spare room and have gone back to our old mattress.
Purchased in November 2019 at Forty Winks for $4,000.00.
Waste of money!!!!!!
Bought the Series 8 and thought upon arrival of the mattress that there seemed to be a dip in the middle. Thought it was the slats so replaced them and over time the 'dip' has become worse to the point that I have lower back pain which is affecting my walking. Rang store and raised a warranty claim and waiting for a reply. Total waste of money, wouldn't recommend to anyone to buy.
Purchased in November 2018 at Forty Winks.
Best night sleep I have had. Expert service at Forty Winks!
Very comfortable and supportive. Was put on the machine and tested for the right support system and it was helped with my night sleep considerably. Will be recommending this product for everyone and Forty Winks.
Purchased in January 2019.
Good customer follow-up
The mattress (green/green) was very comfortable, but after 5.5 years, developed a sizeable 'dip' which meant I couldn't sleep on it without hip/back pain. HOWEVER, after raising a warranty claim and going through some reasonable steps (eg inspection), Kingsdown has replaced the mattress with a brand new one which is fine. In retrospect, I'm not sure that spending $thousands on a mattress is warranted--there seem to be lots of good ones available now for substantially less. BUT, I am impressed that Kingsdown honoured the 10 year warranty and ...the customer service was friendly and helpful as was the service from Snooze even though they no longer carry the brand. If the new one lasts 5 years, then I will have had then 10 years of comfortable sleep I originally purchased!
Purchased in March 2013 at Snooze ACT, Canberra.
Dont buy this worthless Mattress
This is the worst bed I've ever slept in!!sags on both sides,and stiff in the middle.I had maybe 6 months of good sleep on it,and from there it went downhill fast!!its even coming apart on one of the corners.Total waste of money,and looking to see what can do.Don't even consider buying this bed!!
- Series 8 Snooze Edition
After $5K and 6 months, I am now sleeping in a dip, waking often with back pain.
I ordered this mattress in March 2018 and it was a lovely to sleep on at first. Now six months later, I have back pain with a sagging mattress and $5K poorer for it. Both sides of the mattress are effected... like a double dip with the unaffected strip down the middle. Before I bought the mattress I asked the sales person about "sagging" previously reported on ProductReview.com.au. I was told the issue was a fault with an older model of the mattress and made worse by the base having slats.... but he reassured me that this would not happen to me with the new model and a solid base. I TRUSTED HIM and bought the $5K mattress. BOOOOOOO!!!!!!! I am asking for a refund.
Series 8 my side mattress
This would be the worst mattress we have ever purchased and would not recommend anyone else doing the same. We purchased this mattress from snooze in February 2018 and was delivered late March 2018, we haven’t had a decent nights sleep since. Within a short time the mattress started to sink and I now feel I am sleeping in a hole. Both my husband and I now have hip and back problems and are constantly at the chiropractor/osteopath. Our last mattress was a SleepMaker and was a dream to sleep on compared to this mattress we only changed as we wanted to upgrade from a queen to a king. These mattresses are very expensive and you would expect a superior product. Don’t waste your money!!!
NEVER buy this Mattress!!!!
Unfortunately, I am left to turn to social media to express my frustrations as after dealing with this company and Snooze for two years.
My recommendation would be to NEVER buy this brand of Mattress!! with this company after spending $4200.00+ we have been left with a mattress we cannot sleep on.
Two years ago, we purchased a very expensive my side sleeper mattress after one year it had sunk on both sides. After months of frustrating and stressful correspondence the mattress was assessed to be faulty and sent away for repair. On its r...eturn the mattress sunk again and was also deemed faulty so was replaced with another new My Side mattress. We followed all instructions given by Snooze in that first year, new sheets, new pillows and even buying a new bed base from Snooze! Third time lucky??Unfortunately not. Now once again the replacement My Side sleeper mattress has sunk, an assessor was sent out again and the sinkage in the mattress was deemed “normal” so there is nothing they will do for us. We are aware that with this particular mattress you can expect a body impression, however I am quite sure it is not supposed to feel as though you are sleeping in a canoe. The sinkage is also worse on one side, the side the lighter person sleeps. If its normal surely there would be simular sinkage on the side the heavier person sleeps? We currently cannot sleep on this mattress due to the issues it has caused with our back and necks, however should we continue using it until the mattress has finally sunk enough for Snooze or My Side to consider helping us? We are now faced with seeking advice from consumer protection, I am not sure how a company can consider the attitude of “its not our fault you have a mattress that is uncomfortable” as good customer service. The stress and literal pain this mattress and company have caused us for the past two years is inconceivable.
Can’t get a good night’s sleep
The Myside mattress was fine for a while, but after a couple of years I started noticing a huge dip and whichever way I lay, I was extremely uncomfortable. This resulted in sleepless nights and a very sore back. I turned the mattress (as I’m the only one that sleeps on it) and that has solved the problem for now as I have a fresh side. I’m only 65kg and for the price I paid I would expect a mattress to last A LOT longer than two years. It seems there is no support now under the cushioning, where there was in the beginning. The mattress is heavy and seems to be good quality when you buy it but deteriorated very quickly. I will have to get rid of it as soon as this side goes down too. Will never buy from Snooze again, total rip off.
Questions & Answers
Considering the reviews for the my side series 8 mattress are they really as bad as what they are saying . These reviews are just over the last 2 years. Have my reserves to purchase the mattress now.
Its up to you. I wouldn't buy a soft one as they develop a dip which is not good if you have a sore back. But I was very happy that Myside replaced mine free after inspecting the dip. Frankly its worth reading a Choice article. You don't need to spend thousands of $ to get a good mattress.
Hi there, we have recently purchased a MySide red/blue. I have never had any lower back pain but after sleeping on the mattress for just one night I am experiencing lower back pain, some days to the point of complete agony. I spoke with Snooze who advised it was normal but I don't think this is the case. Should I be experiencing back pain? Is this normal and will it pass or should I go and see Snooze again. I'm quite concerned as it's affecting my everyday life.
We purchased the series 8 and have been sleeping in it since July. I am heavier than my husband yet his side has sunk considerably to the point where there is a hump in the middle of the Mattress. Is this normal? He feels uncomfortable yet my side is fine. thanks.
Please contact the store you purchased the mattress from if you feel there is a manufacturing fault with the product and we can investigate your concerns further.
Get an answer from our members and My Side representatives
No reviews yet
No reviews yet
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.