Origin Mattress

I genuinely wish I had gone with another mattress company. My mattress delivery was confirmed in advance, so I took a day off work and waited at home. At around 2:30pm the driver arrived, asked me to come downstairs, and then informed me that he had picked up the wrong item from the warehouse and did not have my mattress. While frustrating, I… Read more

understand that mistakes happen.

What I don’t understand is how badly Origin handled everything afterwards.

I contacted the courier company and was told they were waiting on Origin. I contacted Origin and was directed back to the courier company. I spent hours trying to get a straight answer about where my mattress was and when it would be delivered.

Origin does not provide a customer service phone number, so the only option was online chat and email. The chat agents repeatedly apologised and advised the matter had been escalated, but nobody could answer even the most basic questions.

After multiple chats, emails and requests for assistance, I still had no confirmed delivery date.

Eventually Origin responded to my complaint email, apologised and offered a 5% refund. However, they still could not provide a delivery date, could not confirm whether the mattress was actually available for delivery, and completely ignored my request for cancellation and a full refund.

I then replied and asked three simple questions:

• Is my mattress currently available? • What is the confirmed delivery date? • If delivery cannot be confirmed, will Origin cancel the order and provide a full refund?

As I write this review, those questions remain unanswered.

The most frustrating part of this experience is not the delivery mistake itself. It is the complete lack of communication, accountability and transparency afterwards. I took a full day off work for a confirmed delivery, lost a day’s income, spent hours chasing answers, and still don’t know whether I am receiving a mattress or getting my money back.

At this point it feels like Origin is happy to keep my money while being unable to tell me when I will receive the product I paid for, or whether they are willing to refund me.

If everything goes smoothly, I’m sure many customers have a positive experience. But if something goes wrong, based on my experience, be prepared to spend your time chasing answers with no clear resolution.

Origin, if you’re reading this, all I have ever wanted is a straight answer: when is my mattress being delivered, or when will my refund be processed?

Ive tried multiple times too return there mattress it was as hard as a rock and the worst mattress I have ever had the misfortune too sleep on I am now left sleeping on my couch because I cant sleep in my bed because the mattress leaves me in too much pain I cant afford to buy a new mattress and origin refuse too help me I have emailed origin… Read more

multiple times and they keep ignored me and giving me the run around I will now call consumer affairs and the ombudsman and take legal action against this company

Still waiting! Delivery was promised in a week, It has now been 4 weeks. Customer service (AI?) is non existent, just blaming their courier service but not providing solution. They have offered me a $5 / $10 reward for a positive review with photos & videos!! Kind of hard to take a photo of something that I don't have! So far I am out of pocket… Read more

$2k with nothing to show for it. I have lodged a Paypal complaint after 4 weeks, and now customer service have refused to do anything until I close the Paypal case. Reading these reviews, it looks like quite a lot of people are in a similar situation to me.

Really disappointed, had such great expectations.

They (Origin Mattress) took my money within seconds, and was advised of a day/time for delivery which was reasonable but it never turned up and I waited up for 3 hours (until 10pm), received no notice that it would not be coming from Origin or the… Read more

Courier (who when contacted teh next day advised they don't even have the product or the delivery order). Since then all my enquiry has been ignored, no phone number to call them and a Live Chat advised me to contact the Courier. And guess what, when I contacted the courier they advised they have no record of the product even being released to them, they advised it was still at the Origin warehouse. So further emails and Live Chat have been completed ignored, now asking for a full refund but again - radio silence. Suggest you do not buy from this company until you are sure they actually deliver tangible product or or you at least know the reviewing people are real. At the least all it seems to be is a website platform sourcing cheap product from wherever but not being able to deliver within a reasonable timeframe, hence why they do not possess or provide a phone number for any customer query or feedback. I will always allow companies the benefit of doubt and time to respond before posting a negative review, I understand there can be delays for different reasons but there is no excuse for ignoring customers, you have all my contact details including my phone number, you know I am unhappy with the service and lack of contact so why continue to ignore me? Hence I feel compelled and left with no choice but to post this.

The worst customer service I’ve ever experienced. I ordered on the 23rd Dec and whilst I understand the timing of the year is tricky, their lack of communication to the customer really stands out. I am the one who is constantly chasing them. They… Read more

don’t have a phone number so of course a simple conversation on the phone is not possible. Only emails to their “support team” which of course I only get a response every 3 days. Here we are emailing back and fourth because they cannot get their ducks in a row. Bed frames are out of stock so of course they just take my money and then what… I’m genuinely concerned I might not receive my order or it’s going to take months to receive it. I’m so disappointed by this company and cannot express my sincere frustration through words.

Sourced the mattress for my son. As there are so many add ons/extras and the price says "from" we assumed it was for the extras. The page defaults to single but all the pictures are of "assumingly" a queen which is what we were after. I find this a… Read more

little deceptive given if the site defaults to single but displays another size in all the pictures. So without adding any of the extras my son purchased the mattress and it was not until a few days later when I was checking the site again I saw it was defaulted to single on the queen picture. I asked him to check his order and it was confirmed....he pirchased the single. We reached out to origin...by chat bot cause there are no customer service people to speak to...and was advised if we changed the order to queen size we would void the sleep trial guarantee. So we had to cancel the entire order....which you have to do through email or chat bot cause again there are no humans engaged to talk to any customers. Waiting for a refund to go get a mattress from a shop with people who will serve us.

The set up was so quick and that's what I need . My toddler slept a whole night and didn't wake . The quality is amazing for the price and I would recommend this to anyone that has the some views as me .

so so impressed with my new mattress (Origin Hybrid Plus) from the first moment I lay my back down, I noticed a huge difference compared to my old one. clearly, the replacement has been long overdue haha. This new one is so soft yet so full and supportive, basically so perfect. The hybrid plus model has an adjustable topper too, such a unique element as it allows you to adjust based on your firmness preference. OBSESSED OBSESSED. so comfy.

I recently moved into a new apartment and chose a new bed set up from Origin Mattress. Super pleased to say that I am loving my new mattress and timber bed frame which were both super easy to set up. It's the first time we've properly invested in our sleep, and I wish we did it sooner. The Timber Bed Frame requires no tools and is made of a high… Read more

quality timber, nothing like the flimsy beds you purchase from most furniture suppliers. The real star of the show was the Origin Hybrid Pro Mattress which is the best mattress I've ever slept on - it provides great support to your back, I haven't woken up with any sore shoulders or back pain since switching. Couldn't recommend enough!

Title: “Marketing Hype vs. Reality: Overhyped Mattress + Refuses to Take It Back” Review: “I bought Origin’s mattress based on their ‘luxury comfort’ and ‘premium support’ marketing. After 30 days of testing, here’s the honest truth: The Mattress: It’s not bad, but it’s overhyped for the price. The comfort is mediocre relative to what they… Read more

promise. Many competitors offer similar or better quality for less money. If you’re expecting a luxury mattress, you’ll be disappointed. The Customer Service Disaster: When I decided to return it using their ‘120-day trial,’ here’s what happened: 1. T&Cs promise ‘pickup within 2 weeks’ for metro customers 2. They contact their charity partner (Salvation Army) 3. Salvation Army is at capacity 4. Origin tells me I have to drop it off myself (contradicting T&Cs) 5. When I pushed back, they tried to drag out the process indefinitely The Real Problem: Origin markets a generous 120-day trial to make you feel safe buying. But that trial is nearly useless if they won’t actually process returns. It’s a marketing tactic that doesn’t match reality. My Advice: If you buy Origin, don’t expect an easy return. Their ‘120-day trial’ is conditional on factors they don’t disclose. The mattress itself is mediocre for the price. You’d be better off with a local mattress shop where you can actually return things without a six-week odyssey.”

I purchased a mattress form origin who stated if not satisfied I could return and receive refund . I have notified them that It did not suit my needs and wish to return it . after some delay in communication I was informed it would be picked up within 7-14 business days . it is now 15 business days and I have not heard anything from them . just more poor communication and delay from this company

How disappointing, misleading and irresponsible. Order the mattress the other day, after reading on the site that it was FREE NEXT DAY DELIVERY in the Sydney Metro area. When I received the order confirmation, it estimated between 1-2 weeks. When I went to Origin's support chat, I was told they would look into it. Today I followed up on the chat,… Read more

I was told to call their support office, when I called the number it was just the courier company not Origin. They said they were waiting on the consignment from Origin, with an estimate delivery date in 3 weeks. I currently don't have a bed to sleep on, I expected next day delivery not 3 weeks!

You are misleading and knowingly lying to customers on your website, it is false advertising. If you have supply problem be upfront, don't make claims you can't stand by, apart from anything else it's just good business practice, don't loose your customer's trust and loyalty.

Can someone please respond to resolve this issue.

I ordered a mattress from Origin Mattress because the website advertised next-day fast delivery for the Sydney metro. Unfortunately, my experience has been very disappointing. The mattress was not delivered within the advertised timeframe, and even after waiting additional time, there was still no clear update on when it would arrive. Order from… Read more

5 Feb till now 17 March, hasn't arrived yet even though I live 10 mins away from Syd CBD.

Based on this experience, the delivery promise feels misleading and the overall process has been very frustrating. Hence, the customer service is very hard to reach!!!

Copying my product review here too, as public reviews appear to be the only way to prompt any kind of response from your support team. Origin is unable to deliver according to promised or reasonable time frames and then engages in misleading and evasive practices, contrary to Australian consumer law. I ordered a mattress on 27 December 2025. The… Read more

business promises 3 day delivery in metropolitan Adelaide and advertised the mattress as in stock. I selected 2 January 2026 as a preferred delivery date, as it was the earliest date available at checkout. I was provided with a delivery window of 30 December to 5 January. After not receiving the mattress during this window, I contacted support on 6 January and didn't receive a response until 8 January, when I was informed the product was out of stock at my "local warehouse" and would take another 12 business days to arrive from interstate, giving me the option to cancel if this was not suitable. As I need a new mattress immediately, I informed them I was not willing to wait another 12 business days and gave them an option to organise priority, expedited delivery. As I did not hear back from them 2 days later, I sent a notification that I instead wanted to cancel and receive a full refund. I sent several follow-ups with no response, giving them a deadline of 13 January to confirm my cancellation and refund. On this date, I received notification that the order had been dispatched with an estimated delivery date of 28 January, despite my clear and repeated instructions to cancel my order and provide me with a refund. Finally, on 14 January, after opening a new support incident and posting a product review, Origin confirmed their mistakes and said they would process the cancellation and refund. However, they indicated the timing of my refund was contingent on their ability to cancel delivery with their delivery partner. This has no basis in law - I had already formally and repeatedly cancelled my order prior to dispatch. On 16 January, I received notification that the courier had collected the item from the interstate warehouse. This is in clear breach of Australian consumer law. I have every legal right to a full and immediate refund, regardless of dispatch. I intend to reject the delivery at my door as unsolicited goods, lodge a chargeback dispute through my bank, and source a mattress through a reputable local supplier. I have already submitted a formal complaint through the ACCC and would encourage everyone with similar issues to do the same. Do not believe the mixture of incentivised and AI-written reviews. Origin Mattress Australia cannot be trusted to deliver on their promises.