Snooze You Lose – Purchasing **** Purchasing was intuitive and simple. Though processing took longer than expected (comparison based on other reviews on Sleeping Duck). It took over a week from order date to processing date.

Delivery * The delivery was terrible and the worst aspect of Sleeping Duck. I have elaborated on this weakness below. In short: my experience required four days off work waiting at home for delivery drivers.

Unwrapping ** Once unwrapped and unrolled, there was a very strong odour that persisted for about a week.

Quality ***** Fantastic quality. I put a waterproof mattress protector on mine but wish I didn’t have to as the smooth texture of the mattress is sensational and I would have much rather slept on that quality fabric.

Comfort *** The comfort level was deceptive as it was comfortable going to sleep but I would wake up with terrible back pain which persisted for two months, until I eventually returned the mattress. A firmness topper was sent out by Sleeping Duck based on helpful advice by their customer service representative. I bought a King size in medium but to me, it felt soft and I would sink into it. I weigh 70kgs. My wife, who weighs the same, had no problems. There were problems though with the courier who was to deliver the firmness swap and I sent a complaint email to the courier. See elaboration on courier issues below. Customer service ***** Fantastic. Sleeping Duck sent me a text after delivery to see how the mattress was going, and a follow up text a couple of weeks later. I phoned about three times and they always communicated well, are helpful, friendly and empathetic.

Elaboration on Sleeping Duck’s courier, STARTRACK; justifying the one star rating for this aspect of Sleeping Duck.

1) I was notified delivery of the mattress and bed frame would happen. I arranged time off work. Delivery didn't happen. No notice from StarTrack saying they were delayed or wouldn’t turn up at all. I waited all day for that delivery. It was frustrating and made me angry knowing my time would have been better spent elsewhere. 2) The following day, I arranged another day off work to accept delivery - which arrived with no apology. That's no way to treat people, StarTrack! The courier threw boxes around the back of her truck trying to find mine and once I helped get the boxes out, the driver left with boxes moving around in the back of the truck. That would explain the damage to my boxes which were ripped and torn in areas. Though no damage was done to the products.

3) A new shipment from Sleeping Duck was due to arrive but this time I did not take a day off work. Missed delivery note was left.

4) I received a message from Aus Post saying I had to pick up my order from a depot 20 mins drive away. I didn’t agree with that, so I called them and arranged a new delivery. I was told 1-2 days. I gave permission to leave it at my door so I didn’t have to take time off work or be expected to drive and collect.

5) The next day, no notice; no message; no delivery.

6) Following day, no notice; no message. Odd. So I called Startrack at midday and was told my parcel was on the truck and to be delivered. It never arrived. Again! I was home all day. I waited all day.

7) I then found a notice in the letterbox from the day before saying they missed me and to collect from depot. Why did they not leave it as I requested? Why tell me it was on the truck but not deliver it?

Conclusion: The communication from Startrack is terrible, as is the service. It’s the main area for improvement for Sleeping Duck. If their courier was better, Sleeping Duck would also be better as their gimmick is bed-in-a-box; the business model relies on mattresses being delivered by courier and if the courier was able to do their job effectively, I’d probably still be using a Sleeping Duck instead of a a competitor’s.

Your situation may be different, but most likely, someone will have to be at home to accept delivery - or deliveries if you later change the firmness. In total, I had to be at home for four sick days. This aspect contributes to the monetary value of the Sleeping Duck mattress.

A word of caution: When my mattress was to be collected by a charity, I would have had to have been there for pick-up, which would have meant yet another day off work, totalling five days at home waiting for a truck. Fortunately, I was able to leave it in a safe place, out of the rain. But if you live in a place where that’s not possible, or a gated complex where you have to be there to let the truck in, that would be another day you have to spend at home, waiting on a truck.