Maxmattress Avis 119

Absolute con do not buy. Should be 0 stars.

Delivery said a couple of days and it took a couple of weeks. Mattress developed huge dips after a few days and so have returned.

Have been waiting nearly a month for a refund and they've stopped responding to emails now the mattress has been collected.

The delivery of the MAX Hybrid Ultra Firm Mattress was speedy and the quality of the mattress is relatively good considering the price. After sleeping on the mattress during the generous 100-night sleep trial, I found that the mattress, even though it's the firmest one on offer from the company, unfortunately did not support my lower back enough because the memory foam compressed too much in the middle section due to body heat overnight, resulting in lower back pain.

I decided to return the mattress within the trial period. After a few email exchanges, the mattress was collected over the weekend by the British Heart Foundation (BHF). When returning the mattress, Maxmattress required photographic evidence of the condition the mattress was in to make sure that it wasn't soiled or damaged.

I would rather sleep on the floor than ever deal with this company ever again. They promised a full fund on a faulty mattress after the mattress was returned month later and loads of empty promises no refund I was lucky I paid threw PayPal or I wouldn't of seen my money ever again and wouldn't of even had the mattress. Do deal with them.

Love the comfort. I really needed a new mattress and really happy we went for Support Max. It’s very comfy and thinking might get one for my son now. Would recommend.

We recently bought ourself a max mattress for our bed after hearing fantastic things about the brand. We were looking for a different mattress that would give us support, comfort and also keep us cool and it does all of those things. My husband suffers with his back and has said this is the most comfortable mattress we have ever had. In addition to this our 5 year old daughter also likes to get into our bed and we still manage to get a good nights sleep which is great!
For the price and service I am so happy we decided to buy this new mattress! The customer service was faultless and I will be recommending to friends.
Thanks again!

Fantastic product and quality service. Really comfortable sleep and great value for money. I would highly recommend. Me and my fiancé now prefer watching series in bed together instead of the sofa due to comfort of our new mattress.

We ordered a firm mattress, but my wife experienced back pain, so we requested a support mattress instead under their 100-night trial.
The company emailed saying:

"We would like to inform you that if you are considering returning a mattress under our 100-night sleep trial and purchasing a different MAX mattress, the following conditions apply:

The return and delivery of the replacement mattress will be arranged for the same day.
If the replacement mattress is priced higher than the one being returned, the customer will be required to pay the difference based on the regular retail prices (RRPs).
If the replacement mattress is priced lower, the difference will not be refunded.
Please note, the 100-night sleep trial only applies to the original mattress purchase. Once the replacement mattress has been delivered, the trial period is considered exhausted and no further trial applies.

The initial communication did not clearly present a refund option as an alternative. It framed the process as returning under the trial and purchasing a different mattress, then set out pricing consequences. The distinction between a full refund and a separate exchange route was not explicitly outlined at that stage.

This contradicts what is advertised on their website: "You will be refunded in full minus delivery fees (most orders come with free delivery)."
As a result, we were refused a refund of the price difference of almost £150. This creates a one-sided financial structure that disadvantages the consumer in all scenarios.

I strongly recommend avoiding Max Mattress. The mattress I purchased began to lose its firmness almost immediately after the 100-day trial ended. This has not only caused my back pain to return, but my wife — who has never suffered from back pain before — is now experiencing it as well.
When I contacted the company, I was told that their 10-year warranty only covers manufacturing faults and nothing more. However, they also claim that their mattresses retain their firmness for years. If mine has deteriorated so noticeably in well under a year, that clearly indicates a manufacturing defect in the product I received.
I submitted a complaint on 19 January 2026. Two days later, I was informed that my case would be reviewed and that I would be contacted. More than a month has now passed, and I have still heard nothing from customer services or the complaints team.
After researching further, it appears I am far from alone. Many customers seem to find themselves in this exact situation — misled prior to purchase and then dismissed when issues arise. It’s deeply concerning, and people are losing their hard-earned money because of these practices.
Please, please avoid this company if you do not want to face the same outcome.

Super firm mattress and very high quality given the price we paid. The mattress is for my mother who suffers with chronic back pain. We have another brand of mattress but if it doesn’t work out long term I will also be trying Max out. Service overall was good.

Mattress ordered and paid, lead time advised "10 - 14 Day Lead Time", not "working days". One week later, nothing. Advised to cancel order and refund, on three occasions to date. Then having ignored the instructions a delivery company advises of a delivery, however the order was asked to be cancelled and refunded three times in advance of this. Customer support and communication is non existent, and, painful on the one response I did have. Frankly just ignoring the request. I suspect they will drag this out so any refund takes quite some time. I will no doubt update if there is a confirmation, or any communication from them. And Max Mattress please do not respond to this with excuses or platitudes of how sorry you are etc. Please just do as requested on numerous occasions, acknowledge cancellation and confirm refund. It is simple.

I am sorry to have to write this, but maxmattress are a joke of a company. We purchased the ultra firm king-size mattress, it took three weeks to be delivered - this was strike one - then the mattress sagged , long before the 100 days limit was over, so we asked for a refund. The customer support was hard to get hold of, it was several days between each live chat message and email, eventually they tried to get us to accept a partial refund and keep the mattress, not sure why anyone would want to keep a faulty mattress but there you go. After 3 offers they agreed to refund our money, minus the cost of supposedly "free" pillows. This is where the problems should of ended, haha yeah right!. They sent the charity guys to pick up the mattress, and we waited for a refund. They put a "pending payment" into PayPal ( how we paid ) then not long after cancelled it!. We are now having to chase what they legally owe us ( all recorded and documented) and again we are waiting to even get a reply. This is not good customer service at all, and we will be making complaints further up the chain if this is not dealt with.
I am disabled, so sleeping on the bed was near impossible after the fault materialised, then we had to spend money we can't really afford on another mattress while we wait for a refund. I can only say how disappointed we are with maxmattress over the way this has been handled .

Was informed the delivery would be about 10 to 12 days, that was fine. Received an email stating my mattress and 2 free pillows were on there way to the delivery depot. So far so good. On the day of the delivery, no pillows. Was informed by the driver I have to contact the supplier, as they only had a mattress to deliver. 4 times, by two different methods, I contacted Max Mattress. Have not had a reply at all.
Their robot answering is awful as is their contact form. You never hear anything if it is a complaint.
However ask how long to leave the mattress before use and you get an email in a day with the information.
The Mattress seems fine after almost 2 weeks use.

UPDATE:.... 18-02-26
The issue has been resolved satisfactorily. In addition they have agreed to look at their robot/human contact forms to iron out problems in getting issues resolved faster.
The bed remains comfortable and we both get a good night's sleep. I have updated the rating from 3 to 4 star.

Please be aware if ordering from this company - not sure if it is a scam. Ordered a mattress just before New Year, has still not been delivered. A message was received to say delivery was due but did not arrive, we have heard nothing since and no one will get back to us.
Now in the process of contacting Trading Standards after losing so much money that we can’t afford to lose.
Update: I have now provided order and contact details as per the request below and have still heard nothing further. Can someone please contact us?

The mattress arrived 3 weeks late I was promised free collection of my old mattress for the delay in delivery i didn’t not receive the two pillows as advertised spoke to the sales manager to be told because the discount they they added at the checkout I wasn’t entitled to them

The best money we have spent in a long time. What a fantastic night sleep.
We were contemplating paying £2000 for an Emma mattress. Absolutely glad we came across the max mattress. It’s fantastic and brilliant price too. Not to mention the free pillows . Very happy customer.

Final Update: The company has now collected the mattress and issued a full refund. I really appreciate the team’s support in resolving this and handling the situation professionally in the end. While the process took longer than expected, I’m glad it was sorted fairly, and I hope future customers have an even smoother experience.

Update 2: Still going through endless hassle just to return a poor-quality mattress that started sagging within weeks. The company keeps hiding behind policies instead of taking responsibility and now they say will arrange a inspection. Avoid at all costs — not worth the stress or the money.

Update 1: Still no response from the company. I’ve now had to raise a PayPal dispute to get this resolved. Will update again once PayPal concludes.

I genuinely feel most of the positive reviews here must be from friends and family, because my experience has been the complete opposite. The mattress I purchased was marketed as “premium,” but the quality is extremely poor — it started sinking and causing back pain within just a few weeks. Definitely not what you’d expect from a product at this price point.

What’s worse is the customer service. I raised a return request on day 101 (literally one day beyond their “100-night trial”) and instead of processing the return, they asked me to rotate and keep using the mattress for a few more weeks — only to later deny the refund, hiding behind policy. That’s completely unfair and misleading.

The mattress has not even lasted 100 days properly which they avoid to talk about, and now I’m left with an expensive, uncomfortable product that they refuse to take back. For a company claiming to sell premium products, their quality and customer support are shockingly poor.

Sleep is great

Really fast delivery and very comfortable mattress.
Did a lot of research about what mattress to get, and this seemed to tick all the boxes and I'm really happy with it. It's so comfortable and is a really nice level of firm (I went for the middle option).
People said they had issues with delivery, but mine came earlier than I thought it would and had great communication about when it would arrive.

I found my new mattress gave me a good night's sleep. The mattress is firm but not so firm you feel you are sleeping on a board, It's comfortable, no sinking in the middle!! As a result you feel great when you wake.