- Sign in
- Write a review
Noa Home Australia
Reviewer Photos & Videos
NO COMMUNICATION…
The customer service/communication from this company has been absolutely abysmal.
We ordered a mattress from this company at the start of April. We were told 2 months until delivery. At the start of June we contacted them again as we hadn’t heard anything. We were told 2 more weeks. This happened again mid June and early July. Once again we had to contact this company mid July and we were told there was another delay. After we said the delays were getting unacceptable and we wanted to complain we were told dispatch has happened that morning and...
- Incentivised Review No
7 weeks, no mattress, no refund, no customer service action.
After c.15 rounds of contact with customer service and a 7 week journey, they have my money and I still have no mattress.
After 4-5 weeks of waiting for a mattress to be delivered, it was dispatched with no notification or indication of delivery date. I was on holiday and it was apparently left outside an apartment building! No mattress when I arrived back.
Noa admit their logistics company had no approval to leave the mattress but currently refuse a refund. So I am c.$900 in the hole with no mattress!
All I have to show for it is a series o...
Read moref increasingly frustrating delay tactics from customer service and a refusal for anyone to contact me via phone to discuss. The website and company promises one thing, they will not deliver upon what they state. AVOID.- Product Quality
- Shipping
- Incentivised Review No
Hi Jon,
Thank you for sharing your feedback with us and we're truly sorry for the troubles this has caused you....
Read more We completely understand that this experience has been frustrating for you, and can assure you that our team has been doing their utmost to have this resolved for you as quickly as possible. In further reviewing the situation with our carrier partner, they've informed us that a missed delivery card was left at your address when the initial delivery attempt was made. As requested, the order was not left unattended during your absence. Subsequently, they received a call in reference to the missed delivery card, and a redelivery request with authority to leave was made. In other words, the delivery team was specifically instructed to leave the item should an adult not be present for the second delivery attempt, which we can confirm was delivered to your address per the photos provided. At this time, we don't offer the option to schedule deliveries on specific dates and / or time. In the case of your order, a tracking number with Hunter Express was provided, allowing you to follow the progress of your delivery. As our team was never informed that you would be away from your home for a period of time prior to the initial delivery, we did not request for the delivery to be held and / or postponed in your absence. As such, it was completed successfully per the instructions that were provided to the carrier.
Would give 0 stars if I could
Ordered a mattress and it's taking ages. Still no arrived yet.
Called their number multiple times (like 20 times a day) and emailed multiple times but phone is often not picked up (90%) and emails can be ignored for a couple of days. Don't order from them if you can.
Super bad communication (worst customer service I've experienced) and their shipping partner, Hunter Express is also terrible. Can't track item properly and no customer service on Hunter's end, only canned responses or bot responses via phone. AVOID!!!!!!
- Shipping
- Incentivised Review No
- See all answers
Hi Agnes,
Thank you so much for your feedback and we're truly sorry to learn that you feel this way....
Read more We can see that multiple members of our team have spoken to you on numerous occasions via phone and email regarding your order, providing you with the latest information available. We can assure you that our team ensures to always respond to all email inquiries within 24-48 hours of receiving them, as providing our customers with prompt assistance is of the utmost importance to us. In further verifying the tracking information provided on Hunter Express' website, we can see that your order has been slightly delayed due to delays within their network however, it's been scanned into the local depot in your area and will be processed for delivery shortly. We can assure you that we've also sent through numerous status update reports to our carrier partner to ensure your delivery is processed quickly. Please don't hesitate to let us know if there's anything else that we can help with in the meantime, it'll be our pleasure!
- 2 reviews
- Verified
Non delivery
I agree with Ollie and James's reviews below as I had the exact same experience. As I cannot reply to their posts I had had leave a fresh review.
I ordered 3 mattresses in Singapore and none of them were delivered.
The responses given by Noa to [Name Removed]' review below are copy and paste template - I received the same email word for word when I followed up on my delivery status.
It's July 2022 and retailers cannot continue to blame logistics while still selling their products online promising short delivery times. If a product is out of stock then the retailer should stop selling it until it is back in stock like any other trustworthy online retailer.
Edit: increased to 2 stars as retailer bothered to reply
- Incentivised Review No
We appreciate your candid review and completely understand where you're coming from.
At Noa Home, we take great pride in providing our customers with a delightful and seamless shopping experience. In...
Read more doing so, we invite our customers to share their feedback and reviews, good or bad. Our customers can refer to reviews regarding our products and / or services both on our website as well as third party review websites such as Product Review. All reviews shared are genuine customer reviews, which allow our team to continuously receive feedback and improve on our product and service offerings.
The purpose of this website is to inform consumers of issues with retailers. You should not sell items you do not have in stock.
Yes, I asked for delivery in 10 days because your website stated yo...
Read moreu could achieve it in 3-4. For 2 of the 3 mattresses which were stated as "in stock and available for delivery" i was told only after the order was placed that there would be no stock until August. For the 3rd mattress after 10 days and numerous follow-ups I was told I'd be contacted for delivery which never happened.
Find out how Noa Home Australia compares to other Furniture Shops
Know better, choose better.
Way too soft and started to sink in
Order and delivery were easy. The mattress is advertised as being medium to firm, but it's actually very soft and started to sink in after 1 month.
- Product Quality
- Shipping
- See all answers
Hi Carolina,
Thank you for sharing your comments, we appreciate the feedback....
Read more Although it's very unusual for a mattress to show signs of indentation within such a short period, you may certainly reach out to our team who will be happy to assist you. You may also enjoy a return and full refund on the mattress within your trial period if you ultimately feel the mattress is simply not the right fit for you!The reviewer stated that an incentive was offered for this review
Excellent Mattress Value for Money
Delivery took full 3 weeks so my husband had to sleep on the floor. However once received, the mattress exceeded expectations. The mattress provides good firm support while giving a level of plushness on top for cozy comfort. No movement when one person moves while the other is asleep. Excellent mattress and value for money Would buy again. Highly recommend.
- Product Quality
- Shipping
- See all answers
Hi Helen,
We truly appreciate you taking the time to write your review regarding your experience with Noa Home and most importantly, your satisfaction with your new mattress....
Read more We're so glad that you and your husband are enjoying the many features and value it has to offer. We thank you for the ongoing support and hope to have the pleasure of serving you again in the future!The reviewer stated that an incentive was offered for this review
Noa Luxe Mattress
The mattress is great! Very comfortable and just the right firm to softness ratio. I would have given 5 stars but delivery did take over 3 weeks. Aside from that, very happy with the purchase
- Product Quality
- Return Claim MadeNo
- Warranty Claim MadeNo
Hi Jonathan,
Thank you so much for sharing your review with the ProductReview community, we're so glad that you're enjoying your new Luxe mattress :)
The reviewer stated that an incentive was offered for this review
Related Articles
Outdoor furniture can seem like it costs the earth - we'll explain why. Above all, garden furniture needs to be durable. It should also be suitable for your climate, and practical for your needs.
Great bed frame but horrible service.
We ordered the Osaka bed frame (king) in cream in December last year. We were expecting delivery February- this was then pushed to March, then to April. We received the bed in April- one of the pieces (the side rails) was delivered in the wrong colour. Noa organised delivery of the correct colour side rails- however when the delivery guys showed up they tried to deliver another bed head. We were then told they could not locate the missing piece in the warehouse and we would have to wait until Mid June. We were compensated by a partial refund an...
Read mored 3 pillows. In June, we were told shipment was delayed until July. In July, we were told shipment was delayed until 10th August. During this time we had not received our pillows yet. Within 2 days of raising this, the pillows were delivered- along with the correct colour side rails. This was despite their customer service team telling me we wouldn’t receive them until august. The grey rails have not been picked up. Overall- the bed frame is beautiful, but I will never ever buy from Noa again. It has been an absolute disaster from day one.- Product Quality
- Incentivised Review No
- See all answers
Hi Annie,
Thank you so much for your candid feedback and we completely agree with where you're coming from. In no way does this reflect the shopping experience that thousands of customers have enjoye...
Read mored in the past and for that, once again, we're sorry.
- Verified
Yet to receive my mattress!
Writing in from Singapore, I ordered the luxe mattress on the 16th of june. Today i have yet to receive my mattress and the worst part of it was no ones answering the calls from the customer hotline. Really disappointed, i would have opt for other mattress instead of NOA when clearly they are having a problem to meet their demands. Avoid at all cost
- Incentivised Review No
Hi there Andrew,
Thank you for sharing your feedback and we're sorry that you feel this way....
Read more As indicated on your invoice, the mattress you purchased was out of stock until approximately early July. We can confirm that our shipment was received in our distribution centre last week as expected. We apologize if any of the information provided on our website and your confirmation email was missed at the time of your purchase. Our team is always available to serve our customers by phone, email and chat. Please don't hesitate to let us know if there's anything else that we can assist you with, it's always our pleasure to help!Find out how Noa Home Australia compares to other Furniture Shops
Know better, choose better.
NOA Home mattress
I ordered Noa Home mattress on 11/06/2022. And I received my mattress on 29/06/2022.
I have contacted NOA home customer service team many a times on daily basis and I must say their customer service representatives are great. I recommend NOA home if you are not in an urgent need of mattress. Give some time. and once you will receive your mattress, you will be happy with the quality.
Pros: good quality, good price, good product
Cons: Slow process, Delivery process could be improved in terms of tracking the order (as there is third party involves).
Thanks Noa team.
- Product Quality
- Incentivised Review No
- See all answers
Hi Tayyiba,
Thank you so much for taking a moment to share your feedback on both your new mattress and the service you received from our team....
Read more We couldn't be happier to know that you're enjoying your new mattress! It was a pleasure serving you and we hope to be able to assist you again in the future :)
- 5 reviews
- 5 likes
Great customer service
I accidentally ordered the same thing twice and didn’t realise for 2 weeks. I emailed customer service and it was all sorted within 24 hours without any issues. A big relief
- Incentivised Review No
- Return Claim MadeYes
- Warranty Claim MadeNo
Hi there,
We're so glad that our team was able to assist you with your orders....
Read more Please feel free to reach out to us any time, we're always happy to help :)
Super comfortable mattress!
We are very happy with our Noa Luxe mattress. It is super comfortable. The company was also a pleasure to deal with. The mattress was delivered on time without any issues. We highly recommend!
- Product Quality
- Shipping
- See all answers
Hi Julian,
We're truly grateful for your positive feedback and couldn't be happier to know that you enjoyed your shopping experience with us and most importantly, your Noa mattress....
Read more We appreciate your ongoing support and hope to have the pleasure of serving you again in the future :)The reviewer stated that an incentive was offered for this review
Find out how Noa Home Australia compares to other Furniture Shops
Know better, choose better.
- Verified
Great Mattress
Easy to order and unpack. My wife and I have been sleeping on it for five months now and we’re happy with it. It’s comfortable mattress and we haven’t had any pain or discomfort.
- Product Quality
- Shipping
- See all answers
Hi Jason,
Thank you so much for taking the time to share your feedback with the Product Review community....
Read more Wishing you and your wife many more happy zzz'sReview collected in partnership with Noa
The reviewer stated that an incentive was offered for this review
Worst service I’ve ever experienced
It’s been a month since my purchase and I haven’t heard a word from Noa regarding the product. I’ve called them several times and every time it’s a different excuse - webpage, transporter, warehouse change - with promises that it should be delivered within the week and so far not even a confirmation the it has been processed. Today I called asking for a refund and (SURPRISE!) they cannot offer me a refund because the product is “in my area” even though no one even arranged delivery with me.
Now, who’s fault it is I do not know but 1) if you’re...
Read more having serious shipping issues you shouldn’t be running promotion on this and that to overpromise and underdeliver and 2) with similar Australian-based competition offering same-day deliveries, leaving your client 30 days in the dark is just terrible service.- Shipping
- Incentivised Review No
- See all answers
Hi Willian,
We completely understand your disappointment and cannot apologize enough for the delays....
Read more Please be assured that our team is following this as a matter of urgency, to ensure you receive your order promptly. Unfortunately, our delivery partner is working through a larger than normal order volume, which has caused some delays in getting customer orders delivered. This should have never had such an impact on your experience and for this, we're truly sorry. If there's anything that we can do to make this a positive experience for you, please don't hesitate to let us know, we're always here to help.
- 18 reviews
- 8 likes
- Verified
Bad service, refuse to swap faulty mattress!
This is the worst mattress shopping experience I've ever had. I upgraded from ZZZ Atelier, possibly one of the greatest value mattress I've used. I thought paying more would at least give me a similar experience.
From the first day, after purchasing the mattress, I've receive no ETA as to when I will be getting the mattress. I only got a response after 2-3 weeks saying that it has been dispatched.
Shipping was horrendous. They use Hunter Express, a courier with 1.5 stars rating on Google and Product Review. How can that possibly go wrong. I j...
Read moreust got a phone call in the morning on a working day saying that mattress will arrive today. I was not ready to receive it and had to tell them to postpone the delivery. More trouble arise when I tried to contact them after I'm ready receive the delivery. It was nearly impossible to contact both Noa and Hunter Express as both contacts would often end up in voicemail. After whole 2 weeks of unsuccessful attempts to contact both parties, I manage to get to get a hold of them, securing a delivery. Apparently they can't lock in a certain day so can only let you know on the day when they can deliver.
- Product Quality
- Shipping
- See all answers
Hi Ben,
Thank you for taking the time to share your candid feedback regarding your shopping experience with us....
Read more Our mattresses can certainly be used upon delivery however, as they're compressed and rolled to fit into their packaging, may take a few days to fully expand into their optimal shape. As such, this doesn't render the product defective however, simply requires enough time to pass for it to fully expand, while the customer can enjoy it nonetheless in the interim. Our team did not, at any time, refuse to exchange your mattress for a new one. Simply, we respectfully asked that you allow the mattress enough time to expand into its full shape, and enjoy it for the minimum 30-day period as per our trial policy. Once this period has passed, we assured you that you could get back to us on how you wanted to proceed, and we would gladly assist you accordingly. At Noa Home, we choose to work with various third party transporters across the country to help serve as many customers as possible, and ensure a pleasant delivery experience. At this time, Hunter Express is our only carrier partner that services your area for our product range. As you may know, Hunter Express is a national carrier that currently doesn't offer delivery scheduling services. For this reason, we don't advertise that our customers can select specific delivery dates or times, as these are provided to our customers by our delivery partners depending on the delivery address and product(s) being delivered. As well, our customer support team doesn't have access to their booking systems nor to their delivery schedules therefore, we inform our customers that delivery arrangements and / or details will be provided by the transport directly. We're truly sorry if any of this information was missed while you were shopping on our website, and hope this helps clarify any misunderstanding that may have occurred.
Hi Maggie,
Thanks for the prompt reply. I wish your team was just as fast to respond when I call nearly everyday to sort these issues out....
Read more When you refuse to exchange a mattress that does not match it's advertised features, am I not forced to use a faulty one? By "respectfully asking", you allow the other party to "respectful decline", however, I am not given that option. I am forced to using a mattress that is 6 cm thinner than what you advertised online. I believe I paid 100% of the price to use the mattress at 100% of its thickness, not 80%. Something is clearly wrong with the springs o foams. I'm not sure where you guys draw the line of a faulty mattress. What if its a third of the height? Will you "respectfully ask" your customers to use the mattress for one whole month as well? As for your delivery services, it simply does not matter to the consumers how limited your partners are. I've bought mattresses several times already and have never issues with scheduling. Maybe going with a mortifyingly low rating courier isn't the best way to cut cost. By all means, try to justify what you do. I am still utterly dissatisfied with the service as a customer and wish to share my experience with others.Questions & Answers
Crowd, is this mob for real? Lots of reviews saying that they've waited months for a mattress. Yet they're recommended on supposed independent review sites.
I don't want to leave a negative review but I see they're constantly promoting a "pay today or miss out" type sale, and once you pay up they say they've got no stock.
Have I done my money on a non-existant product?
They are legit so long as you're within deliverable areas
Hi there,
Thank you so much for sharing your question and concerns, we'll be more than happy top address them in the hopes of providing you with the clarity that you are looking for....
Read more In Australia, two key issues have caused delays with our product availability: (1) disruptions to global supply chains have resulted in unbelievable congestion at both origin and destination shipping ports, restricting us from receiving goods across all major cities on a regular basis as we normally do and (2) unforeseen lockdown measures interrupting the flow of container deliveries from ports to our facilities due to labour and transport equipment shortages. This is certainly not an issue that we alone are experiencing; countless retailers and e-commerce brands across Australia have stock shortages unlike anything ever seen. Our team is proactively, and tirelessly, doing our utmost to track inbound containers and have them received at our warehouses in Victoria, New South Wales and Queensland. In terms of pricing, as many e-tailers / e-commerce brands do, we offer varying promotional offers during different periods / seasons of the year with our products being sold at regular price outside of these events. Indeed, we do extend promotional offers from time to time. Many brands, whether in the mattress space or otherwise, offer incentives on an ongoing basis to capture customer's emails - a practice we forego. We also forego the use of coupon codes entirely - something nearly all e-commerce brands do precisely to offer better discounts to some (for example, exclusive coupons that influencers offer their audiences, etc.). We simply believe that everyone should be entitled to the same price. We hope that this information has provided you with more insight, as well as clarity on our product offerings :)
I have purchased a mattress, at the moment I am sleeping on an air mattress on the floor. Although it is still in delivery window I still called the warehouse to see what was happening. They say there’s no stock of this mattress in any of the warehouses in Australia. So I’m very concerned I am not getting the mattress anytime soon. I am leaving this interaction up with updates as the customer service is abysmal, and the warehouse said they only contact Noa via email. If that is a lie then shame on you, and if that is correct also shame on you. That’s absolutely terrible business practise to do to not only a third party company but also to your customers. You have one number and the others I’ve found all have the same answering machine service to Singapore. It is an absolute farce that you claim you are contactable by phone. False advertisement at its finest. Please tell me what the policy is in regards to things being out of stock, I want to know when shipments arrive because I know any problems with dispatch isn’t the warehouses fault. It’s false advertisement to take someone’s money knowing full well the item wasn’t in stock and claim it will arrive in 10 days. It’s day 3, no stock. I know how this works, I worked dispatch in a warehouse.
Also if you don’t reply to this in the next few days I will be leaving poor reviews on every single website that takes reviews
Hi Kimberley,
Thank you for reaching out to us and for sharing your concerns, we'll be more than happy to assist you with the status of your order....
Read more In order to do so, may you kindly provide us with your order number? We look forward to hearing back from you so that we can have this sorted out promptly.
Kimberly B., did you get a satisfactory response?
Get an answer from our members and Noa representatives
Details
Extra Information
Contact info for Noa Home Australia
Wonderful matteess!
This bed is truly amazing
Delighted with my new mattress
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.
Hi Daniel,
We sincerely appreciate your candid feedback and are truly sorry that your experience with us has been less than perfect....
Read more If you'd like to provide us with your order number, we'd be more than happy to look into this for you to better understand what may have happened :)