Onebed Mattress Original

Purchased the OneBed Max in March. Delivered the next day. I was a little hesitant with this purchase as I had purchased another box mattress in November and had to return as it was too soft and edges of bed were weak. This mattress was perfect from the first night and provides firm support. I would highly recommend. Purchased after my chiropractor recommended. Show details ·  1

I purchased this mattress expecting normal comfort and support, however my experience has been disappointing both in terms of product performance and how the issue was handled after raising concerns. Main Issue — Poor Support During Actual Sleep At first glance, the mattress appears normal. There is no obvious permanent indentation when it is… Read more

not being used. However, the problem becomes clear during normal sleep.

When lying on the mattress, it sinks significantly under body weight, creating a noticeable “valley” effect that makes it difficult to maintain proper spinal alignment. After several weeks of use, I began experiencing ongoing back discomfort and disrupted sleep. The mattress feels unstable and does not provide the level of support reasonably expected from a relatively new product.

Important context:

* The mattress has always been used with a waterproof protector. * It has been placed on a suitable, supportive base. * There is no visible damage — the issue occurs only during normal use.

In short, the problem is functional rather than cosmetic: the mattress rebounds when unloaded but performs poorly when actually slept on.

Customer Service & Warranty Process

I contacted customer support explaining the situation in detail. While responses were polite, the assessment focused strictly on warranty requirements requiring at least 20mm of *visible sagging measured without weight* on the mattress.

Because the mattress regains its shape when not in use, it does not show this level of permanent indentation, even though excessive sinking occurs during sleep — which is when support actually matters.

I was asked to unzip the mattress, remove internal foam layers, and provide staged measurement photos. Despite explaining that the issue relates to performance during normal use, the discussion remained limited to whether a measurable visual dip existed under warranty terms.

Australian Consumer Law Concerns

I raised that my concern relates to consumer guarantees under Australian Consumer Law, which require products to be of acceptable quality and fit for purpose — meaning they should function as a reasonable consumer would expect during normal use.

My request was not unreasonable; I asked whether a practical resolution such as an exchange, store credit, or return (even with applicable fees) could be considered. However, the company maintained that assessment could only occur under warranty criteria tied to visible sagging measurements, rather than considering usability or performance concerns.

This distinction was frustrating, as consumer guarantees operate independently of a manufacturer’s warranty and are intended to address situations where a product does not perform as expected even without visible structural defects.

Overall Experience

The experience felt procedural rather than solution-focused. A mattress can appear visually compliant while still failing to provide adequate support during sleep, and this practical reality did not seem to be meaningfully considered during the process.

Pros

* Polite and timely communication responses.

Cons

* Excessive sinking during normal use. * Causes back discomfort despite being relatively new. * Warranty assessment relies only on visible sagging measurements. * Limited flexibility when concerns are raised under consumer guarantees.

Final Verdict

This mattress may look fine visually, but in my experience, real-world comfort and support did not meet reasonable expectations. Buyers should be aware that if an issue relates to performance rather than measurable visible sagging, resolving concerns may be difficult despite protections provided under Australian Consumer Law.

I hope this feedback encourages a more practical and customer-focused approach to resolving similar issues in the future.

Amazingly fast delivery. Great customer service. When deciding about what mattress to buy the online support was very helpful. I've had a week sleeping on my new mattress which I paired with an adjustable bed. So far it's comfortable and supportive as a have medical issues and struggled in a standard bed and spring mattress. Show details ·  1

After spending a bit of time looking into boxed mattresses, I am so glad we decided on OneBed! It is the perfect level of firmness for us, and feels very supportive. No sagging or denting so far. After ordering a king size mattress we quickly realised it wasn’t going to fit in our new apartment. The one bed customer service team helped with… Read more ·  1

changing to a queen size mattress - seamless experience, they were very helpful!

It does have a bit of an odd smell when you first open it, so I would recommend leaving it to air out for a few days after opening and letting it inflate.

Definitely allow a good 2 weeks for it to arrive as well. We luckily had an air bed on hand while moving house

Great comfort. The mattress is really good and it feels like you are sleeping on a cloud. I have tried multiple mattress but I must say this was the winner. On top of that flexibility to adjust the firmness was added bonus. I would recommend this to anyone who is looking for one. Show details ·  1

Terrible quality — the mattress felt lumpy from day one and offered no real support. I woke up sore every morning, and the material started sagging within weeks. Definitely not worth the money.

Terrible experience. Waited over a week for our order to be dispatched, now the courier has lost it and they’re both blaming eachother with no resolution for the customer. Spoke to customer service who said there’s nothing they can do for us, to just wait for an email response. Absolutely appalling customer service, clearly off-shore using a… Read more

virtual assistance who knows nothing and constantly says “this is out of my scope”. Absolutely awful experience. Never buying from them again, I’ve paid over $1500 for an order I’ve never received.

Have had this mattress for 2 and half years and it has already begun sunking/sinking. It no longer feels supportive and have been waking up sore every morning. Unfortunately the quality is not there Show details

The Onebed Essential 11” King Mattress has been a great purchase so far. I mainly sleep on my back, and it’s been really supportive and comfortable from the first night. I’ve had some back pain before, and it already feels noticeably better. Setup was also super easy — it arrived well packed and expanded quickly once opened. Overall, really happy with it so far. Show details ·  1

This one-bed mattress is very comfortable and easy to apply to the bed. The material feels soft yet supportive, making it great for a good night’s sleep. It fits perfectly on the bed without any hassle, and setting it up was quick and simple. After using it, I noticed a big improvement in comfort and overall sleep quality. The mattress keeps its… Read more ·  1

shape well and feels durable. Overall, I’m very satisfied with this mattress and would definitely recommend it to anyone looking for comfort and ease of use.

Ended up replacing our expensive mattress for a OneBed mattress and have found it very comfortable, supportive and great value for money. Have just purchased our third OneBed mattress for our son. Show details ·  1

Onebed you did it again! Super comfy and ‘right’ firmness is what Onebed essential is all about. This is a new addition to our already existing Queen mattress from Onebed. While others ‘sag’ in a couple of years in the name of ‘memory foam’, onebed essential remains true to its promise of no sleep disturbances from tossing and turning of a partner. Keep up the good work and do not change. Show details ·  1

I’ve been using the Onebed mattress for a while now, and it has genuinely improved my sleep quality. The mattress strikes a great balance between support and comfort—soft enough to feel plush, but firm enough to keep the back aligned properly. I’ve noticed fewer aches in the morning, especially around the lower back and shoulders. The motion… Read more ·  1

isolation is excellent as well. If you share a bed, this makes a big difference—turning over or getting up doesn’t disturb the other person. Temperature control is another strong point. The breathable foam layers do a good job preventing heat build‑up, which is something I’ve struggled with on other foam mattresses. Setup was surprisingly easy. It arrived compressed in a box, expanded quickly, and had minimal smell from the start. Overall, the Onebed mattress offers impressive comfort and value. If you’re looking for a supportive, well‑designed foam mattress at a reasonable price, it’s definitely worth considering.

Mattress is comfy, have had no complaints from those that have slept on it. Communication from company could be improved. Delay in mattress delivery, sent enquiry that was never responded too bit mattress did arrive 3 days later Show reply

Very disappointing experience. The mattress I received did not fully decompress, especially around the edges. Online chat was unhelpful and I never received a proper follow-up. When I called customer service, the representative ([Name Removed]) was rude, repeatedly interrupted me, and raised her voice. I wasn’t allowed to properly explain the… Read more

issue, which is unacceptable for a customer service role. I was told the mattress couldn’t be replaced because all replacements would have the same issue, and only a refund could be offered. The website images show fully decompressed mattresses, including the edges. If this decompression issue is common, it should be clearly disclosed so customers can make an informed decision. Poor customer service and misleading product presentation.

The mattress itself feels good. It is very supportive. This is my second purchase from onebed after 8 years.But the website for shopping can be misleading consumers. I failed to get a set of free bed cover during the promotion due to above reason. The other problem was the delievery. The person who supposed to do the delievery did not do it… Read more ·  1

properly by just leaving a card in the mail box. But the fact was there was someone at home on that day, they just don't want to wait a bit longer for the elderly to come to the front door. Or they simply just don't want to do the lifting to bring the mattress to the front door. After that the delievery person will ask for $5 for a redelievery. Luckily, their customer service lady was quite professional. She fixed both problems for me. She did try her best. She deserves a big end of year bonus.

We’ve just received our new one bed mattress! It came in the smallest box and was so convenient to unpack. It is so soft and comfortable. We’ve had it for a few nights now and I feel so rested in the morning. Best Christmas present ever! Show details ·  1

I bought a Queen size mattress a months ago and it’s pretty comfortable, not plushy and has certain support when laying on it. So I ordered a King size mattress for the other room. Pretty happy with the product. Show details ·  1

I’ve bought my bed and bedding from One Bed and finally got the mattress - I’m so impressed - very comfortable and like the other products it’s high quality - I keep coming back and can’t wait to get the pillow next. Show details ·  1

This is the fourth onebed mattress we have purchased for our family! We started with a queen, upgraded to a King and now the kids have new single mattresses. After all my research and what I wanted out of a company and mattress, it always came back to onebed. Would never look anywhere else! Show details

You guys have got to stop promoting that 'cooling' gel-infused memory foam nonsense. It isn't cooling at all, it's downright hot. My Onebed mattress was the hottest thing I've ever slept on, and I never would've described myself as a hot sleeper before my purchase - and eventual return. Even though the mattress was insanely comfortable, the heat… Read more

retention - even in the middle of Winter when I bought it - was too much to bear. And no 'cooling' mattress protector helped either - I tried two! Also, I only had the mattress for a short time, and the layers seem to disassemble. I'd really like to try again sometime, but not while you're still peddling that blatant cooling gel myth.

Iam a returning customer and I have been using one bed double mattress and it is good and easy to maintain as it has mattress cover which can be washed and the good thing is the firmness can be adjusted as per our need. Show details ·  1