The Mattress Store Reviews 18

No communication and no delivery

This is not about the mattress but about the conduct of Origin mattresses. Origin mattresses contacted me after I bought a mattress from them to write a paid review. They would pay $30 for the review.
I wrote the review 8 Nov 2025. I provided them with the details for them to pay me.
Over two months now and repeated emails to them they STILL HAVE NOT PAID ME.

They have shown no credibility.
They have demonstrated unethical conduct.
They have lost trust as they have shown they lie!

They write rubbish see below:

"Thank you! We've shared the details to our finance team. The refund will take up to 7-14 business days to reflect on your original payment method as per banks operating procedure.

Best Regards,
Charmaine"

IT IS NOW OVER TWO MONTHS AND THEY STILL HAVE NOT HONOURED WHAT THEY WROTE TO ME.

24-12-2025
"Hi there,

We apologize for the delay. It seems that the details were missed to be forwarded to our Finance Team.

I have shared the bank details to our finance department to manually process the $30 cashback for the review.

Best regards,
Allan"

"We understand your frustration and apologise for the delay. The $30 cashback for your review will be processed, it just needs to follow our finance schedule. All payments are processed on Fridays, and handling it this way ensures nothing is missed and all transactions are clear for the Finance Team.

We appreciate your patience, and your payment will be processed at the next scheduled processing.

Regards,
Jiun"

So you can see how they operate and the lies they tell.
So based on their conduct my opinion of them has changed.
NOTE as a result of writing this review Origin Mattresses have now corrected what they promised and provided the review payment.
It took writing a review to get any action as contacting as you can see above got me no where.

Bought a couch in June 2025. Within 1 month, there was a tear. I contacted them, got nowhere. Now every seat is ripped. Very badly put together. I contacted them again and they refuse to answer me at all. Stay well away.

Origin Hybrid Pro mattress. Delivered late (had to follow up). Delivered not fully packaged (looked like a factory second on delivery). The mattress was advertised/promoted as having a medium/comfort feel. Mattress delivered was firm/hard feel. Attempting to sleep on it was like sleeping on a floor, I was left with pain/aches in my pelvis and left shoulder/arm. I purchased a mattress topper which made no difference. I sent emails to Origin to complain that the mattress was unfit for purpose, not of merchantable quality and did not match the description as advertised/promoted by Origin due to its extreme firmness. Origin was unresponsive to my complaints and refused to stand by the quality of its mattresses (hoping I would just go away). Origin has left me with no choice but to commence legal proceedings to seek a refund/return of the mattress. My experience is that Origin does not take any pride in its products or quality; customer service is based on deflection/deny; it does not make any attempt to comply with the statutory and legal consumer protection obligations imposed on it by law. I would give 0 stars if I could.

Do not BUY FROM THE MATTRESS STORE, before they close the sale, the representatives are very nice and run after you, once you pay, fake timelines, they don’t answer the phone, they ignore every single request and as a customer you have to sit AND WAIT for days without a mattress FOR A MATTRESS YOU ALREADY PAID FOR.

If I could give zero stars I would.
Waiting for delivery for over a month. The frame arrived but no sign of the mattress. Daily emails (there's no phone number to contact them) and all I get in response is "we are very sorry, it's out for delivery" or "it's in transit" but no one can give me a delivery date. I want a refund but no one will call me to arrange this. DO NOT USE.

I ordered a mattress on 13 Jan 3024 to be delivered on 31 Jan. I still don’t have any tracking record so far. Still don’t know what to do.

This website is a confusing scamsite.
The so called transport company was unçontactable.
The phone number for origin mattress rangout and the email had automatic responses until I got angry and threatened with accc.
I don't think they actually have mattresses but as I read previously I got my money back.
This (so called) company/business ) does not function as an Australian business should or would.
Only one customer service person phone and email called V J.
I could not text number or ring. He would only ring me if I tried to ring.
For positive feedback I would say close now and stop stress for so called customers

I ordered my mattress on a Friday, picked the delivery date for the following Monday and got a range of probable delivery dates from Monday to Thursday. When I tried to find tracking, I found a lot of "no mattress received" reviews and got nervous. But it arrived Wednesday and I love it! So good to not roll off sagging edges anymore and get a good nights sleep.
I would have loved some more updates during shipping (even just a "shipped" message), but since it came quickly, that wasn't an actual issue.

Hello, i have been waiting for a bed since 27th September. Been lied to regulary saying my delivery was on its way. Still selling beds with a 2-5 day promise of delivery which doesnt happen. Worst service and criminal taking money from customers and no purchased product arrive

I ordered a mattress based on their anticipated arrival of stock at the end of November. No stock had arrived yet a month later, and there was no firm date for stock in January. I chose to cancel the order so that I still had time to use the Boxing Day sales. To their credit, my refund was prompt. Overall, communication needs to improve massively and to be far more honest about stock availability and anticipated delivery times. Promises that can't be delivered on is a sure way to give a company a bad reputation.

This is a very odd company. I bought a mattress back in November and expected delivery soon. I ended up emailing them so many times to try and track down my order, I just wanted a mattress, in the end - they randomly cancelled 2 months after ordering saying I had asked them for 10,000 compensation which is so weird and incorrect. There is no evidence this company exists- no one on linked in etc that works for them. Could be a full scam. I did get my money back though

Ordered mattress. AFTER payment, told delivery might be delayed, but before 17/11/2023. No delivery. On follow up, now told product is out of stock. Appalling and unethical vendor behaviour in my opinion.

The mattress is way too firm and hurt my back and shoulders. I took the risk buying a mattress online as their return policy on their website made it seem super easy and no questions asked. This has not been the case and it’s been weeks trying to process the return and receive a refund. I am now not holding my breath about having this resolved. Terribly misleading and terrible customer service.

Do not use this company. Their next day delivery promise is a blatant lie and I will be reporting them for false advertising. Very scammy, no telephone service, selling goods they do not have. They will not deliver your product on time.

At least there was a family that is happy after dealing with @originmattress_au, based on reviews online I took the risk of purchasing a Hybrid mattress and a upholsterded bed on the 29th of July and the estimated delivery date was the 1st of August.
To my surprise on the 2nd of August, I just received the mattress and no bed; since that day till now it has gone south with the customer service, even when they are polite and apologetical, they couldn't ship my bed, because they don't have it, and apparently can't procure it in the short term, even when they are still selling it. It took 11 days for them to say that they will refund me the money cause they sold me an item that they don't have, but to my surprise, the refund process can take up to 14 days, so if you make the numbers, they are going to keep my money for 25 days, they misguide me to buy something they didn't have in inventories, they couldn't procure it on time, and they delayed a rapid refund that was required after such a deceiving marketing campaign in your website.
I have tried all the avenues to escalate the issue, but the customer representative can not escalate it because the supervisor is so busy with other clients, the finance team hasn't contacted me either, so basically if you buy a product from them, you are at their mercy and willingness of doing what they want with the client. Definitely I won't buy any products from you and will make sure my friends won't either.

It is now a month since my mattress was collected and still no refund despite many emails to the company. I would suggest any potential purchaser reconsider dealing with these people. I am not getting a satisfactory answer from the support people " only that they are contacting their finance people".

This mattress is extremely uncomfortable. By back and shoulders got worse each night sleeping on it. Been trying to get a return for 2 weeks but their customer service drops off a cliff once they have your money. Not cool