Mattress was fine - we had it for 6 months and I started to detect some settling or soft spots on my side of the bed. Didn't think too much of it - but it steadily got worse and worse. I travel with work about 60-80 nights a year so this had happened even without every day use. After a year the deformity was significant and I got in touch with the customer service agents ... they gave me a run down on what was required to verify there was an issue... and so I took the photos, put the string line across the bed and even took a video. I was expecting not to be able to see a visible difference in surface height and to my surprise the issue and defect was glaringly obvious!!! After sending the info and photos - they asked for a photo of the base which is a traditional close framed box spring. . . . and they used that to weasel out of their warranty claiming they ONLY cover slotted bases. SO - if you are considering Novosbed - think about this .... MOST other mattress companies in this price range (and lower) are happy to honor their warranty with whatever base you use / choose. Novosbed either knowingly sell an inferior product - or they are simply an unethical company wishing to avoid ownership of defective products. Either way think carefully before you part with your money. I would not recommend.
MarkCharlotte, NC
Defective and they wouldn't stand by their Warranty
Cons:
- Surface Integrity
- Warranty Claims
Ratings from this Sleeper
Back Support
FairBack Support
Sometimes have back aches or stiffness related to this mattress
Pressure Relief
FairPressure Relief
Occasional pressure point soreness or loss of circulation
Sleep Quality
Slightly betterSleep
Sleep slightly more deeply and/or consistently since owning this mattress.
Stays "Cool"
Fair"Coolness"
Sometimes sleep hot due to this mattress
Value
Very poorValue
Not at all worth the money -- a rip off
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 (3)
Official Response
Hello Mark, Thank you for your feedback. We aim to be as upfront and as clear as possible which bases are appropriate to use, it is our second most Frequently Asked Question and is outlined in our Warranty. We do sincerely apologize for your experience but a wire grid foundation, platform, or box spring does not provide the required support for our mattress. With bases such as yours, the mattress has no flat surface area to lay on resulting in the wire grid “cutting” into the mattress, weakening the foam over time as it moulds around the wires. Insufficient surface area, soft spots or flex in the support underneath the mattress creates wear and tear outside of normal use and will eventually create weakened spots in the mattress itself. It might seem sturdy and supportive at first glance, but as you have experienced, once the materials go through their break-in phase, long-term issues begin to arise and the quirks of the base become the quirks of the mattress. While we cannot grant your warranty claim, it may be possible to regain some comfort by replacing your wire grid bed base or by using a sheet of plywood or pegboard on top of the base to create a more supportive surface for the mattress. We would, however, consider this a temporary fix. It is recommended that you replace your damaged mattress. We apologize that this result is not what you were anticipating and empathize with your frustration. Please let us know if there is any other way we can assist you. Kindest regards, Novosbed
The fact that your bed is inferior and not compatible with those bases while other leading memory foam brands are suitable speaks volumes. I hope buyers pay attention. Additionally having looked at and felt the underside of the mattress while I was on the old foundation, I can gaurantee there was no high point load or deformation on the underside of the mattress. The issues were the result of a poor quality product. Instead of standing by your product you weasled out. As I said, buyer beware. We've since bought and organic latex mattress from sleepez and we could not be happier.
Official Response
Hi Mark. Though things did not work out with us, we are happy you found something that works well for you!