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Novilla Mattress is an online company. Based on 50 reviews on TrustPlane, it has an average rating of 3.9 out of 5 stars. Last reviewed February 27, 2026.
I had an issue with my original mattress, but the company handled it wonderfully. Their customer service team was kind and very responsive. I truly appreciate their commitment to standing behind their product and taking care of their customers. Highly recommend!
Amazing customer service. The pillows are some of the best pillows I've ever slept on, I'm so glad that I got them. My son loves his mattress. The best part is that it is certified made without harsh chemicals. I wish I knew about this brand sooner!
Purchasing was easy, they took the funds and sent the box quickly.However, there is no customer service! Despite repeated inquiries, i have been waiting 3 weeks for a response and nothing to date
Excellent customer service, good quality for the price, and a great Black Friday sale, made it a great purchase. Thank you very much!
Aldo the mattress cover fabric was defective, Novella was very prompt to correct the situation. The mattress itself is in good condition and very confortable. Excellent costumer services.
Amazing bed base quality and simple to build. Would recommend
It was excellent!! Gabrielle was so nice and resolved my claim so fast! She even apologized that I was having trouble. But dealing with her was no trouble at all!!Since my topper was out of stock she gave me a choice of what I would like to replace it with.All of her emails were so kind! She took the time to explain the process and made sure I understood what all the steps were until delivery of my replacement. Which was super fast!! It was a pleasure working with her!
I bought a novilla mattress about a year ago but the one I had started sagging on one side. I reached out to customer service through novella and after providing the information that they requested I provide They accept me a new mattress free. I am very happy with this company and I will continue to buy mattresses from them in the future.
My daughter has one of the mattress in her guest room, I stayed with her for a couple weeks and had the best sleep I've had in years. As soon as I got home I ordered myself one. Your customer service teams are the best. Helped me purchase and pick the mattress I had been sleeping on at my daughter's and I love it. Now one of my other daughters just ordered one. Thank you for such a great deal and the best sleep I've had in a long time.
I’m very pleased with my Novilla mattress. It’s comfortable, supportive, and has helped me sleep better. What impressed me most was the excellent customer service—Tracy and the team were attentive and quick to respond to my questions. It’s nice to see a company that values its customers and follows up so thoughtfully. I would recommend Novilla to friends and family.
Have multiple mattresses from Novilla... they are comfortable and a great value. I recently had an issue with a 4-year-old mattress... they honored their warranty and shipped out a replacement mattress via FedX in days. They are a company with true customer service.
I placed an online order with Novilla on July 9.2025. As soon as I received a confirmation (within minutes), I realized that the mattress would be going to the wrong address. I immediately called the customer support number but could not reach a live person. I left a detailed message asking them to re-direct my order. I also immediately emailed their support email address stating the same issue with the title line DO NOT SHIP THIS ORDER. When a person finally called me back they said they did not think the order could be re-directed, but not to worry because they have FREE returns so the item could be returned and re-ordered. THIS WAS A LIE! The box has been sitting on the doorstep of the wrong address for 2 weeks now. Novilla cannot seem to create a return label to pick up the mattress and send it back. They have given me every excuse in the book; the logistics company is backed up, their system is down, etc., etc. It was shipped to me via Fed Ex, why can't Fed Ex pick it up??? The sad thing is, I am a repeat customer. I already have a Novilla mattress and ordered a second one. All they had to do was re-ship this mattress to the correct address, but instead they have screwed over a good customer and I will NEVER buy another thing from Novilla again. I've contacted my credit card company to report Novilla for FRAUD since they charged me for a mattress that I never received.
I ordered the mattress through Amazon but had questions about two products that were little different from each other. So I found their website and reached out to their customer service. The website gives the feeling that it's live chat but each time I tried to chat I was given the option to email (which kind of defeats the purpose of IM / live chat!), that was after I was told to wait a bit so I could chat with a live agent. But through it all, Ruthie was very responsive and she answered my question and she won me as a customer. I ended up ordering via Amazon. To me that's a win!
Beware of their "100 day free trial" scam. I found my "plush" mattress to be way too firm and it hurt my back so I tried to return the mattress. First they only offered me a 30% refund and when I said that was unacceptable, they asked me to donate the mattress and provide them a receipt before they would issue a refund but the 3 places they referred me to don't operate in my area or DON'T TAKE USED MATTRESSES. I also checked with my local women's shelter who also does not take used mattresses. They offer a "full refund" within 100 days but they don't mention that you are required to figure out someone or somewhere to donate the mattress to in order to get that refund.
Great mattress soft and firm all in one!!Purity 12in. Mattress is great!Also great customer service!!
There mattress expands a lot, would not recommend Buy a double size and it will become king size in a month
they sell faulty mattresses and refuse refund. I bought a super king mattress and in one month it’s expanded much more and it does not fit on the bed frame. Beware of very poor quality product, buy some other brand.Zero warranty , consider your money lost if there is something wrong with the mattress
We have bought three Novilla mattresses to date and have been more than happy with the purchases. We had one minor quality issue with a topper cover and they went beyond to resolve. They stand 100 percent behind their products and I’m 100 percent behind the quality of their mattresses.
I reluctantly bought a Mattress In A Box.. From Novilla.. But I’m so happy I did.. because this Mattress is so comfortable and it fits my every posture.. I have bone on bone arthritis in both hips and knees and I searched for the perfect Mattress with no avail.. Until I decided to go for it & get a Mattress In A Box.. They had great reviews & It sounded like this was the mattress for me.. And I was right.Not to mention, I bought it in 2023, and it got damaged recently and Novilla replaced my Mattress at no cost to me..You won’t be sorry! I Promise!
The past 24 hour have been a mess. Firstly you guy contact me when the mattress that I ordered was out of stock so you offered me a refund so I accept it. But then last night you told me you were unable to. I’ve email and email no responds. Now you want to transfer me to a different department. I’ve email about the same issue you respond then you say maybe we wait until 22nd no.You’re the one who said we offer refund. I’ve been on this for the past 24 hours I’m so done. WORST CUSTOMER SERVICE EVER! I just need a refund for two items I never will receive now
According to TrustPlane, Novilla Mattress has a 3.9/5 rating based on 50 verified reviews as of April 2026. Source: trustplane.app/company/novilla-net
