Onebed Mattress Original King

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.

Very Poor Delivery Handling and Extremely Stressful Experience I had a very disappointing and stressful experience with OneBed from start to finish. My mattress was delivered on 21 January. The delivery was supposed to be handled properly and not left unattended. However, the driver left the mattress downstairs in my apartment building without… Read more

informing me. I was not contacted at the time of delivery, and a digital signature was recorded without my knowledge or consent. This was extremely concerning.

Because the mattress was left unattended, I had no choice but to bring it upstairs myself. The mattress is large and heavy, and I have a back injury. Carrying it upstairs caused me physical strain and unnecessary stress.

When I inspected the package, I noticed that the outer packaging was torn. I immediately informed OneBed. I was told that this can sometimes happen during logistics. After unpacking the mattress, I discovered visible dents and damage. I reported this straight away and was advised to wait 5–7 days to see if the issue would resolve itself. I followed their instructions, but the damage remained.

On 29 January, they requested my details to arrange collection. On 3 February, their third-party delivery team contacted me and scheduled pickup for 11 February. Before the scheduled collection, I clearly informed OneBed in writing that since the mattress had already been unpacked, their team would need to bring appropriate packing materials. I did not receive any response regarding this.

On 11 February, the collection team arrived but refused to take the mattress. They stated that it would not fit in the lift and that they were not permitted to carry it via stairs. They also confirmed they do not provide packing services. This meant the collection failed completely, despite me being available and fully cooperative.

Throughout this entire process, communication was slow and frustrating. Replies often took 2–3 business days, and I had to repeatedly follow up. At one point, I was asked to move the heavy mattress downstairs myself to make collection easier. Given that the original issue was caused by improper delivery and I have a back injury, this request was unreasonable.

Because the damaged mattress remained in my apartment for an extended period, I was unable to purchase and set up a replacement mattress. I had to sleep on the floor while waiting for this matter to be resolved. The mattress was also taking up significant space in my home during this time.

Eventually, the mattress was collected and I did receive a refund. While I acknowledge that the refund was processed in the end, the overall experience was extremely inconvenient, physically demanding, and poorly coordinated.

The main issues were:

Mattress left unattended without consent

Digital signature recorded without authorisation

Damaged product received

Failed collection attempt

Lack of packing coordination

Slow and delayed communication

Unreasonable expectations placed on the customer

I understand that logistics can sometimes be complex, especially with third-party delivery teams. However, as a customer, I dealt with OneBed, and I expected proper handling, accountability, and timely resolution.

Based on my experience, I cannot recommend OneBed. The process was far more stressful and time-consuming than it should have been.

Great mattress – Absolutely loving this mattress, took a few night to get use to it but love it and sleeping great! Show details ·  1

Onebed Mattress Original- King – We purchased the One-bed king mattress, and my lower back pain has disappeared. It's affordable, comes with a warranty, and was delivered quickly. I highly recommend this mattress for anyone who needs a good night's sleep with zero partner disturbance. It's incredibly comfortable and kind to your spine. We already have the same mattress in the… Read more ·  1

guest bedroom and it's been amazing hosting friends. After trying the spring mattress and the hybrid this is what I prefer.

Good but can be improved – The bed itself is fine but the finishing of the product needs thorough quality checks. Unfortunately our bed had lot of size difference. Show details ·  1

Trustworthy Facts – Honestly, a hassle-free purchasing experience. This review is after 61 days of consistent, good sleep. Exceptional Comfort: The mattress provides an excellent balance of support and softness, significantly improving sleep quality. While it might not be the perfect fit for my partner, it works well for our guest room now. High-Quality Materials:… Read more ·  1

It feels durable and well-constructed, indicating top-notch craftsmanship. Efficient Delivery: The delivery process was smooth and impressively 4 day delivery to WA its just wonderful. Friendly Customer Service: The customer service team was responsive and helpful throughout the process. Highly Recommended: Overall, a great purchase for anyone seeking comfort and quality in a mattress.

I'll never buy another brand again! – This is my second OneBed mattress and I love it! Upgraded from my double to a king and I'll never buy another brand again. I struggle with back, shoulder and neck pain, and sleeping on my OneBed gives me a restful sleep every night and I wake up pain-free. Even my partner agrees that it's the most comfortable mattress, even though he thought his old mattress was perfect. If only I could travel with my mattress like I do my pillow!! Show details ·  1

I would not recommend onebed to anyone. We purchased the mattress and [Name Removed] called 0700 in the morning continuously even though the delivery day was pre decided. When we receive the mattress after opening it there were two major tears on the mattress. I have attached the pictures as well. This isn’t it, since three days straight I have… Read more

been trying contacting them. No response none at all. None via email, phone or their enquiry form online. This is terrible. Everytime I call they say leave a voicemail, I have left over 7 voicemails and many emails. Terrible terrible service and choice.