Furniture & Bedding

I don't wake up through the night with aching legs anymore Show details

I would have put 0 stars if I could. I ordered this mattress because I had slept on a friend's and loved it. The first mattress arrived damaged and… Read more

had lumps and bumps and no side support. Emma Sleep advised they would have the mattress collected within 7 days which would have been before the 21st March. Still not collected. I had visitors who had to sleep on it but it was so uncomfortable that one of them hurt their back trying to get out of bed due to the lack of side support. I gave them my bed and slept on the couch, then went out and bought a rollaway bed the next day which I slept on till they left. The second mattress arrived on the 27th March This one was even worse. They advised they would also collect this and refund me. It is now the 3rd of April and both mattresses are still here taking up valuable space that I need. I hurt my back trying to move them out of the way for the mattress I ordered from a different company. I called Emma Sleep as I'd had enough of their AI generated emails with airy fairy responses saying they hoped I was getting some wonderful sleep, blah blah blah. What the? They kept saying they understood my frustration, but clearly they don't. The person I got on the phone said he couldn't do much because a case had already been generated and I couldn't get a refund until the mattresses were collected. At one point they sent me an email giving me 2 options. 1 - take it to an op shop or 2 - take it to landfill and then wanted proof of whichever I chose to do. Seriously? Firstly, I cannot lift a mattress on my own. Secondly, this is assuming I have a trailer and tow bar which I don't. Thirdly, this is me doing their work for them and saving them money. It also costs $50 per mattress to dispose of to land fill. I have only just moved into my new house and am still unpacking. My belongings were in storage for 2 years so I'm having to wash everything, therefore I am very time poor and exhausted without having the added stress of dealing with a company who can somehow get a mattress delivered within a week, but is stalling to collect them. The same chap delivered both and said he couldn't understand why they didn't just get him to collect the first one at the same time as this was something they do. Absolutely appalling customer service. How can't hey get it so wrong when my friends mattress was so comfortable. Shame on you Emma Sleep. Not good enough.

My wife and I both love our Spinaleze pillows. I particularly appreciate the way the contour at the front comes right in to support my neck. A quality Australian product deserves my support.

I purchased this mattress expecting normal comfort and support, however my experience has been disappointing both in terms of product performance and… Read more

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 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.

Supportive mattress. No more back issues since using the mattress Comfort exceeded expectations-now sleep better than my previous store bought expensive Sealy mattress Show details

While the mattress wasn't suitable for me, the customer experience with Ergoflex is second to none. When I needed to return the mattress, clear… Read more

return instructions were emailed promptly, and followed up on throughout the process. I have trialled quite a few box mattresses and one competitor in particular has been absolutely shocking with both ordering and return processes. The Ergoflex team have customer service perfected. Thank you so much Matthew and Charles. I would give ten stars if I could.

I bought the Diamond Hybrid mattress from Emma Sleep about three months ago, and I honestly couldn’t be happier with it. It’s quite firm, which I… Read more

personally love, but it’s still really comfortable to sleep on. You feel supported without it feeling hard or uncomfortable — it’s just a really nice, balanced feel.

One of the biggest reasons I chose this mattress was the cooling feature. I live in Queensland, and it gets very hot here. With my previous mattress, I would often wake up feeling too warm. Since switching to the Diamond Hybrid, I haven’t had that issue at all. It genuinely stays cool, and that has made such a difference.

I also used to struggle with shoulder pain, and that has completely disappeared. I didn’t expect a mattress change to make such a noticeable impact, but it really has improved my sleep quality overall. I’m truly glad I found this mattress — it’s been such a positive change for me. I would absolutely recommend it.

We've had our Koala Mattress for a few years now and still love it. We tried a few different brands before Koala and they seemed to sag or lose… Read more

support after a year or two. The Koala mattress does feel quite firm at first but once you are used to it, you'll never go back to another mattress. No more sore hips, having to toss and turn to get comfy. No more waking up achey. Plus even though ours is few years old, there's no saggy spots at all! If you're considering getting a Koala mattress I highly recommend you go for it. I hope you'll love yours as much as we love ours!

Couldn’t be happier with this mattress! Chose a King Single for our 4y/o who sleeps soundly in it. It’s a extremely comfortable and I feel much better knowing it is eco friendly.

We have loved our Super King mattress topper and just buying another Double one. As a person with a bad back this topper is bliss and supportive at the same time. Also very cool as we are in SE QLD. Highly recommend. Show details

This has been a game changer - I'm sleeping better than ever and my back does not hurt. Wish I bought this earlier - after a night or 2 or getting used to it, I'll never go back. Show details

Amazing mattress and now I woke up with no back pain. Money worth spent Show details

These pillows are amazing — incredibly soft, beautifully supportive, and the best sleep I’ve had in ages. Our whole family uses them now! Show details

Mattress was so easy to set up. I have been sleeping on it for a month now and I have noticed that my sleep had significantly improved during this… Read more

time. I use the medium firm side and find that it provides the optimal amount of support for my dodgy back, yet is also incredibly comfortable and cosy. I genuinely love this mattress.

Super easy to assemble, love the removable and washable covers.. some colours don't appear as they do in photos though..

It took me ages to get the courage to buy a new pillow and I am so glad I chose the Ecosa. Super happy with it. As someone that has neck pain it was vital I get the pillow that would help and not aggravate my neck issues. Show details

Very comfortable bed that adjusts to so many different positions. There is a position for everyone and the adjustability will help with aches and pains. Can’t speak highly enough. Show details

The Emma mattress protector is great. It fits perfectly and is easy to wash. Show details

It's comfortable but so hot to sleep on. Wake up in the middle of the night having to reposition myself due to body heat build up. Very annoying! Show details

Easy to install and I love the power lift option that we chose- it makes changing my sheets and making my bed so easy! The bed is so solid it will outlive us but I love that I can order new outer skins if I ever want to change the look. Show details

The bed turned out even better than I expected! It’s really firm and sturdy, and the mattress fits perfectly. There’s no noise or creaking at all,… Read more

which I love. Assembly took a bit of effort, but it was worth it in the end. Super happy with the purchase!

1000% improvement on our old mattress. We are waking up well rested and experiencing a “ happily Eva after” life. Show details

Great quality, love the green colour. Have now made numerous Ecosa purchases!

I spent a long time trying to research and source a mattress that suited my complex needs. Although I have only been sleeping on it for 10 nights -… Read more

so far I think I’m laying on the most comfortable mattress I have personally ever experienced. Lisa is a total gem. All the staff were so patient and supportive throughout the process. They really wanted a good outcome for me. I recognise that!

Comfortable mattress, I have been sleeping for longer periods than before. 2 weeks use thus far. Show details

There were 2 joiners missing along with a sheet but Chie was very helpful to have the parts replaced. Unfortunately some of the parts were not… Read more

distinctly marked but the video was very helpful to aide the assembly. Very important to carefully handle the colour bond sheets to avoid scratches. Would help if the screws were more clearly identified in the instructions.

Super comfy and not holding moisture from the air. Happy allergy customer! Show details

Love it, so comfortable. Sides are very soft though and dips quite low.

I love this sofa bed. It is so comfortable and looks great in my apartment. Was so easy to put together and everyone fights over who gets to sit in… Read more

it!!

Recently separated with teenage girls who don’t want to share a room, this is my bed on my week and I sleep very well.

We bought our Sienna 8 5 years ago and have loved sleeping on it. Any issues have been dealt with personally by Karl and he always takes the time to explain the technical details of his mattresses. Highly recommend supporting this Aussie business.