While we are very happy with the sleep quality, we are very unhappy with the mattress size. Our "Queen" mattress measures 58x76. This is more like a slightly bloated full-size mattress (56x75) and is not a queen size (60x80). Did you find the review mattress to be undersized? Or is ours defective? Reading more critically on-line, we see many end-user reviews complaining of undersized "box/on-line" mattresses (not Awara specifically, but across all brands). If this is an industry problem, then it would make sense to start including mattress size as part of the review. To date, Awara customer support is MIA. Calling customer support results in a computer generated voice message indicating that phone support has been discontinued. Their website "Chat" javascript is void (using multiple browsers) and they are not responding to emails. This makes me wonder if this company is about to disappear.
daveWaterford, PA
Mattress is undersized, Customer support is discontinued
Pros:
User also said: sleep comfortCons:
User also said: Undersized queen, more like a slightly bloated full-sizeRatings from this Sleeper
Back Support
GoodBack Support
Rarely have back aches or stiffness related to this mattress
Pressure Relief
ExcellentPressure Relief
No pressure point soreness or loss of circulation
Sleep Quality
Slightly betterSleep
Sleep slightly more deeply and/or consistently since owning this mattress.
Stays "Cool"
Good"Coolness"
Rarely sleep hot due to this mattress
Value
FairValue
Fair value for the money
Warranty Service
Very poorWarranty Service
Not at all satisfied with the manufacturer's response to my warranty claim or other problems
Softness Level
Too HardPerfectToo Soft
Comments (9)
Hi Dave -- Wow, I'm very sorry to hear about the size issue here. We didn't experience any size issues with the model we tested. Those dimensions are certainly outside the bounds of any ordinary manufacturing tolerances -- 3-4" short in length, and 1-2" short in width -- so it certainly sounds like a defect to me. Hopefully this will get some attention from someone at Awara who can help see that this gets addressed for you. Please keep us posted on how this matter gets resolved.
To date, after multiple attempts, we have gotten no response whatsoever from Awara. While I appreciate the offer to help, I'm not sure we want to keep a mattress if this is the kind of support we can expect to receive. What does a 365 day trial mean if their is no way to communicate with the company? It shouldn't take a prodding from a review website for them to provide "normal" customer service. If we don't hear from them by Friday, then we will dispute the charge and get a mattress elsewhere.
Hi Dave -- Thanks for the update. Just to clarify, my intent was not to try to convince you to take a specific action, but rather just to be helpful in any way we can. We are in full agreement about what your expectations should be from a company's customer service. And as stated above, the dimensions you listed are certainly not within the bounds of normal manufacturing variances in my experience. I hope that's at least somewhat helpful.
We also have size issues on our Awara. It is between 11 and 12” thick plus 76” at its longest point. I find it horribly uncomfortable; much too firm and have called and emailed with attached pictures with a request to return and heard nothing. What this company promises and what they deliver are two different things. Considering that they shipped the mattress within hours of my order, the lack of customer service now is ridiculous. I’m going to call my credit card company and see what they can do.
Good luck with your credit card company... but then it's still stuck in your house and they ain't cheap to get rid of. Awara finally did respond to my emails (since phone support is discontinued and chat doesn't work)... After a couple emails, they "acknowledged" my return because they could not guarantee that a replacement queen would actually be queen sized. In a series of emails, over the course of 3 days, I was given the following "opportunities": 1st email: Donate to charitable organization - forward letter of donation on organization letterhead with name/address/mattress brand/etc/etc. If my letter was approved, they would process a refund. Unfortunately, mattresses are almost impossible to donate in the best of times - no one wants a mattress now. 2nd email: Sorry donation doesn't work for you, you can recycle your mattress - here's a website to check and here's a list of what we need to approve before processing a refund. The nearest recycling center that takes mattresses is over 100 miles away. 3rd "opportunity": Dispose of the mattress at my cost, and here's a list of things we need to approve... My cost? Quotes from $105 to $179 for someone to come pick it up and take to the landfill. And I have to follow them and get pictures of the mattress at the "disposal site". 4th option (yesterday): Community member donation - can't be a friend or relative, and here's a list of things I need to get them to approve before they process a refund. I'm not about to go door to door to try and find a stranger to take a mattress. I'm not going to watch the news and try to contact people that just lost their home in a fire. I'm not putting ads in Craigslist. Every "opportunity" puts the burden on the customer to get rid of their product when their website states "Our Sleep Concierge will figure out the most convenient way to remove your Awara if it is not the perfect mattress for you..". News bulletin... no, they won't. AWARA... COME PICK UP YOUR MATTRESS, I DON'T WANT IT HERE ANOTHER WEEK!
I've now found comments on multiple review sites about the mattress being undersized. This, combined with their inability to replace my mattress with a true queen size mattress, convinces me that they sell the same mattress as both Full and Queen, and just change the tags. If I can ever get rid of this thing, then we're going to look at Avocado... hopefully they deliver to industry standards...
One last comment, then I'll shut-up. I rewatched the Awara review here (very well done, BTW). It's somewhat amazing to me how different my mattress looks relative to the review mattress. The review mattress is "plush" in appearance, the pillowtop is full, sidewalls are filled out, the top is smooth, etc. The top of my mattress has wrinkles/crinks that don't go away, the pillowtop doesn't fill out the material, the sidewalls have a somewhat "loose" fabric appearance. How long was it in a box before shipping? and does that even matter to the end result? Don't know. I was even so anal as to count the number of vertical panels on the front/side in the video and compare to mine - the number of panels are the same, the only difference is that the handles cover 6 panels on mine and in the review 4 panels. Does that mean the handle size changed? or the panel size? Not sure, but it's readily apparent that they must "cherry pick" the mattresses they send for review.
Hi Dave -- Thanks for your updates here, and sorry again for the awful experience you've been having. FWIW, there is another even more likely explanation in this case, which is that the mattress we received and the one you received came from different factories. Like many online brands, Awara does not make their own mattresses -- rather, they hire manufacturers to make the mattress to their design specifications. Sometimes brands use multiple manufacturers at the same time, and sometimes they switch out their manufacturers, so either or both could be the case here. No matter what, it appears from your feedback and others we've received recently that they're currently experiencing some rather serious issues with one of their manufacturers. I am sure they are working to get this resolved, but I really hope they help you address your situation in the meantime.
Good point. I can accept a manufacturing issue... That happens and good companies take care of the problem and minimize customer pain and angst in the process. That's not the case here. The script Awara is following does nothing but increase frustration and aggravation.