I havea Cortona Plush ETX mattress which is four years old but has developed hard ridges in the pillow top which are very uncomfortable. Does anyone know how to remove these.
We decided to replace our Sealy mattress which we’d had for 10 years with a top of the range Sleepmaker (Milano medium - $8000). We bought it from David Jones in the city. Only after it was delivered were we informed by a note stuck to the mattress that it was not suitable for persons over 100kg. My husband is 110kg. After a few months we have a mattress literally with a ridge in the middle and 2 large depressions on either side (deeper on my husband’s side). We have taken to propping ourselves up with pillows against our backs. 2 nights ago my husband said his lower back was starting to spasm and ache and so he has been forced to sleep in our spare room because the mattress there is firm/ fit for purpose (and cost less than $1000). We would like a replacement mattress that provides appropriate back support asap and a refund of the difference in price (we do not want the same model).
Dont buy a sleepmaker then same problem. I bought an Ecosa expecting it wouldnt be tha good but it is.
Please do not buy Sleepmaker. We were screwed over. Tried to fight. But gave up
Unfortunately. They will never offer a replacement. I fought for months.
Hi Samantha Can you please email marketing@sleepmaker.com.au with your contact details and we will be in touch. Thanks
Can you please tell me if there is a document that is in with the paperwork when you receive your sleepmaker mattress that says something about if your mattress is not right for you it can be exchanged within 30 days of delivery ????
We certainly didn’t receive any such document. At the time, I didn’t think about it. But in retrospect and given our experience with their customer service; it would be a very good thing to request.
Just wondering if you actually have a dedicated team, who read reviews; consider the complaints and act accordingly, to offer solutions to the problems people are evidently encountering, with your mattresses?
Is it just me; or having read all of the reviews, can I glean that quality in SleepMaker mattresses is “hit and miss”? I am one of the unfortunates, who purchased a “miss”. I won’t be buying another one to replace the dud and I will spread the word. Is this unfair?
Sunshine Coast store
So I wrote a review, uploaded my receipt, registered my purchase but after 2 weeks still no confirmation email that I will be sent the free sheet set promised. Emailed Sleepmaker directly but no response. What am I missing??
Hi There, Based on the promotion T&Cs (https://www.sleepmaker.com.au/menu/store-and-promotions/promotions/review-and-receive-a-bonus-gift-terms-and-conditions-july-2022), sheet sets will be sent out within 6-8 weeks of a claim being approved. Can you email us on marketingau@thecomfortgroup.co and we will check if we received your registration. Thanks,
SM
Hi, thanks for the reply. have registered twice now because the promo says a confirmation email will be sent within a few days, but I never received anything after I registered the first tiem, so I tried again. Will email marketing to see if they can help... cheers Fred Mclean / Kilts4me
Hi bought two previous Miracoil medium mattress years ago, which where great, however 2 weeks ago I bought an espresso Miracoil queen medium from Myer Melb. But since I’ve had real problems with back pain every night and morning. I just can’t put up with it anymore. It’s just rock hard. I know there is a break in period but to date, but it just hasn’t soften much compared to the stores mattress. Any suggestions. Also the base I bought had 3 leg positions that I was not able to easily screw in, so had to force them in. Shawn
Go back to assistant in Myer and talk they are usually very helpful
You may have the problem I encountered. The mattress had been incorrectly constructed and had two layers missing in the middle. Good luck with getting any results with SleepMaker though. They seem to be immune to dealing with customer queries and it is impossible to reach higher in the chain of command for answers.
Yeah I had to exchange a Miracoil from a medium queen, which was too hard, to a soft, but they took weeks to deal with my request. In the end I had to pay to upgrade and for the softer top only, which turned out ok, but the Melbourne office customer service people took weeks to do anything. I had to be on them all the time and threaten them with a media complaint. Good luck
The issues with the mattress sagging and the customer service response from Sleepmaker are all too familiar. Can anyone advise where in the warranty it states that the customer must pay the charges outlined and also regarding the pristine condition that is required before they will even look at it. We are talking a single bed mattress that cost over $850 and is barely three years old. Has anyone actually had any success and had their dodgy mattress replaced?
It’s not stated in the warranty. It’s a WHS requirement regarding the cleaning. The $150 charge is only if they deem it a non warranty issue, which you don’t find out until it’s been received, that’s a bit rich in my opinion. I’ve had my mattress replaced by them twice now but it’s been a very obvious sagging issue.
Our mattress was "repaired" FOUR times, but unfortunately never replaced. They always asked us to pay, but as the mattress was always full of issues they never charged us. I would NEVER recommend this company. We recently bought two mattresses in a box, amazing service and super fast delivery.
Having never had an issue with any brand of mattress before, and after the feedback from others with similar problems, I think it best to ditch the sagging Sleepmaker mattress and buy a new one from a different company. Thanks for sharing your experiences, all!
21.1.21...I'm currently awaiting the repair/replacement of my 3rd sagging sleepmaker mattress in 4 yrs and 4 months. It was picked up on 8.1.21 and i was advised that the top panel and comfort layer have failed and it would have to be repaired. I have asked for a refund in writing 7 days ago and have not heard 1 word back from them. I don't want a 4th crappy mattress i just want to be able to get what the warranty states "Peace of Mind 10 year Warranty" what a joke.
My parents Alaska mattress was repaired, but then the same thing happened. Sleepmaker replace it free of charge. this was an easy process for my parents and Sleepmaker even did the collection and drop off of new one. The terms imply that if a manufacturing fault is not found they can charge you for the repairs/pick up etc
Have been in constant contact with sleepmaker review team. Provided clear and concise photos and detail. (Might have just whistled in the wind)They, in my opinion, have failed to support their rubbish. Harvey Norman is still selling this stuff so be warned
To anyone that continues to have issues with their mattresses and its taking you ages to get anything done by SleepMaker or the retailer, do yourself a favor and lodge a complaint with Fair Trading, make sure you keep yourself a email trail of the correspondence and note down then times of conversations and who you spoke to. They say buy australian made, but when there is a issue they dont want to know you.
0 stars $10000 mattress on 2 years old, no longer usable, Just been told won't get it back this year Australian company with head office in New Zealand, worst service i have ever experienced RPB0044007
Found the whole warranty process exhausting and not worth doing.
What is the dimension of the Queen and King Sleepjoy with Miracoil.
My bed is L 2m, W 1.5 m, D 17 cm
Any advice as I have a back problem?
Is the sleep maker solandra mattress good
I purchased an Alaska plush king size bed. Only a few months ago. Every time I change the sheets I rotate the mattress. And there is indents where our bodies sleep. My husband says it feels like I have to climb up hill to give you a hug. I have sat in the middle numerous times to try even it out. But the middle just doesn't get slept on. Didn't think this happened to beds this day and age
yeah and dipping or sagging is not in warranty been there
We have recently brought one and it was extremely firm I couldn’t sleep on it Sleepmaker rep came out and. Decleared it was a medium not plush we got. A new one yesterday and it’s just as hard and horrible now they can’t do anything I have to deal with the store a bit disappointed
why is it taking almost 3 months to have a brand new mattress picked up for inspection? When you pay for a product you expect it to be exactly what you ordered. Ours is definitely not what we ordered. A simple site inspection by a representative would attest to that. But no, we have to go through a plethora of idiotic photo taking, from every angle, twice, sending stuff back and forth, waiting for the next response and so it goes. "sorry. xmas is coming so we have to wait until the end of January". Stuff that, what planet do you think we come from? Darn well get on with it, You sent me a dicky product and I want it replaced and not in 3-4 months time. If your quality control was working you would have very few complaints and less people employed in your customer service call centre. As I've spent 30 years of my working life in customer service I can help you with that if you wish, and you certainly seem to need some advice.
gg
I do not see any comments about the Dakota Deluxe ensemble anybody purchased one (Queen size) .I just ordered one from Harvey Norman
Hi Anne, I bought the Dakota Deluxe Plush for the guest bedroom about 10 months ago and everyone that has slept on it has raved about it. I rang Harvey Norman yesterday and bought the exact same one for my bed I’ll be having my first sleep on it tonight. Very happy with them.
My mattress is 3 years old and has developed a large dip in the mattress over the last couple of months. It has a 10 y warranty. How do I claim on this to get the mattress fixed it replaced?
Hi Dan Thanks for getting in touch. You can either register your claim with us online at external link or phone our warranty team on 1800 633 358. Thanks, The SleepMaker team
Our mattress also recently did this. We did the warranty thing pics as well and got told this is normal. Crap i say. Tell my sore back that. Sleepmaker just wont honour there 10 year warranty. Warranty means nothing . Its just a sales pitch.
Hi there - the warranty is a manufacturing warranty so if there is a manufacturing fault of course we will honour it. Can you please send through your claim number so we can further investigate your case? Thanks
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