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Wow, I thought we were the only people dealing with this. We have had our mattress for a few years and loved it until the dreaded split. We were approved for a replacement under the warranty but over 2 months have passed and we have yet to receive it. The order on their site states “your order has been confirmed”. Although the customer service was great in the beginning, they have gone unresponsive despite my continued emails.
I purchased the mattress a few years ago. Around 4 months ago, we began to feel holes in the mattress. Then it got worse. We emailed sleep ovation and they did respond. On January 16th, we sent the photos and they approved the replacement. Its over 60 days. On March, I sent a follow-up and no response. We can't use the mattress. I tried to allow my spouse to use the "better" side, but that fell apart too. We can't use the mattress and refuse to buy a new one because this mattress was expensive.
Review Content:
I purchased a SleepOvation mattress in May 2021, which KiwiSleep later took over. Unfortunately, the mattress developed a significant defect (the photo shows the upper squares completely separating), making it unusable.
KiwiSleep approved a warranty replacement in January 2025 but has failed to deliver the replacement despite repeated follow-ups.
Their customer service has been unresponsive, and their website continues to advertise mattress sales while ignoring their obligations to existing customers. This lack of accountability and failure to honor warranties is unacceptable. I strongly recommend avoiding KiwiSleep products to prevent similar frustrations.
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