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Reviews 111
customer
Mar 09,2023I love the mattress. It took a few days and trial and error with which layer to have on top (plus the topper), but I soon found it very comfortable indeed and can't recommend it enough. I have environmental sensitivities, and was sent a sample to sniff beforehand. The bed smells pleasantly of vanilla, and as there are no chemicals, has not set off any reactions. We had issues with the cover, which came smelling and had clearly been put away wet, but the company was very professional and dealt with this straight away. I also love my pillow (my husband has the deeper one and I have the shallower one - very comfy and helps with a good night's sleep). The mattresses are very heavy, but as they come in six pieces (three either side), my husband manages. We have found that it is so heavy that even with my seven stone weight, some of the slats are beginning to break on the bed frame, so we are looking at buying stronger ones. I have no regrets buying the mattress and am very grateful to have found a lovely, comfy mattress that is environmentally friendly. Great service too. Thank you.
Eloise Deschamps N.
Feb 22,2023When I opened my order (order number UK36323) I was shocked to find numerous long black hair on both sides of the product. Apart from the hair it just did not look brand new. When I contacted Una about the issue, Nicole from their office ADMITTED that Una do re-sell their returned/used products!!! She said they sell their ‘refurbished’ products on ebay. I think this is outrageous so in the last 4 weeks I have checked couple of times on ebay and surprise….I could not find the item I returned. I’m pretty sure 1 month would have been long enough for them to put it on ebay but it is not the case. I’m pretty sure it will be or has been re-sold again as new. After they collected the product and after my ordeal I had to wait 3 weeks to get my refund. Throughout the whole process I haven’t received any form of notification or communicatiion either. UPDATE: Answer to their reply: I meant by no communication that I haven’t received any information on how long I will have to wait for the refund. Then I had been told by Anja this is the standard lead time for the refunds. 2 weeks + 1 week depending on our bank. When I told her I find it too long for a refund she gave me a different explanation: the pillow got lost at DPD which delayed the process. Considering the fact that UNA is a small company as I was informed by Anja, it just seems to be very chaotic. Furthermore, I asked them for a link as I wanted to leave a review on their website, they sent me a Trustpilot link. Once I sent the review I could not find it on their website. I had been told by Una it takes couple of days as it needs to be verified. After almost 2 weeks I asked them again and they frankly told me that they sent a Trustpilot link so it won’t show on their website. Now I know why they mostly have 4 and 5 star reviews on their website. They simply select the good ones. Answer the their update: I’m sorry Anja but you only display 4 and 5 star reviews on your website. Plus, when I asked you for a review link for your website you sent me a Trustpilot link which you not at all show on your site! This way you keep away bad reviews from your site which I can understand, although find it unfair to buyers. I had to search for the different reviewer site you use for your website and leave a separate review which now appears on reviews. io Be aware!
AB
Feb 15,2023A comfortable mattress, and a healthy and environmentally conscious option. After previously having a Simba mattress, which only lasted 3 years, a mattress from Brook and Wilde that I returned due to the smell and impact on indoor air quality (VOCs), and having cancelled an order for a Simba GO “natural” mattress which on closer inspection still used fire retardant sprays, this was finally a great buy. Obviously I can’t speak for the longevity of the Una mattress just yet; I hope it lasts longer than our first Simba mattress. However, it’s currently very comfortable, virtually smell free; it was also easy to set-up. It was delivered promptly (2 week lead time, compared to months for other companies) and the communication was great. Since it’s delivered in boxes by a courier, you don’t have to mess around with movers who have been unreliable in the past. My only word of warning would be that the mattress is probably a little softer than I would like, even in the firmest configuration. This doesn’t bother my wife, but I could see this becoming an issue for me if it gets much softer over time. However, I do like a firm mattress, so this wouldn’t be a concern for most.
milk sour milkandsour
Jan 27,2023just to put it simple: I ordered a toddler 140x70 mattress on the 20th of november 2022 (4 to 5 weeks delivery) and today, the 26th of january 2023 (on the 10th week) I still have no news regarding the status of my order. After the cancellation I bought a yumeko mattress instead, cheaper, better, organic in all the aspects and next day delivery
Mrs Parkyn
Dec 08,2022I've been through many mattresses, foam, pocket sprung, memory foam or a combination, all of which started sagging, sometimes within a year - which my back is very sensitive to. We decided to go for latex as it's meant to last longer and is better for the environment. I like a firm mattress so we went with the superking Deluxe. It's deluxe indeed! Delivery took about 5 weeks, it arrived in 4 big boxes which all were clearly labelled with both numbers and contents (box 1 contains the cover which you'll need first). The mattresses come in reusable vacuum bags, which is a great idea as it protects them during delivery yet limits plastic waste. The superking comes with a soft 'pillow layer' which covers both sides. Both my husband and I started with the soft layer next (we read something about having a cushioning layer on top of a supporting layer) then firm, and medium last. I found this combination didn't work well for me so played around a bit with different combinations over a few nights and settled on medium on top, then soft and then firm last. It's heaven! I think it's amazing to be able to play around with firmness and choose what works best for each side - never thought I'd end up with the firm layer on the bottom. I'm loving the feel of latex - it's bouncy but so soft and so supportive. My backache is now completely gone, and I can actually have a lie in without my back suffering for it. Thank you Una mattress!!
tags
Dec 07,2022Terrible customer service. Now that everyone is working from home, the business seems to be run for the convenience of the staff and not the customers. NOBODY EVER ANSWERS THE PHONE. The staff only want to do live chat and even when I ask them to call, they refuse. I wanted to complain and was told to email the same people I was complaining about. I asked 3 times for owner's email but they wouldn't give it. They said the answer phone is only on at busy times which is a not true; it is permanently on. I left 5 messages and got one reply, this person couldn't help and said she would phone back but never did. It takes 48 hours for an email. Everything I complained about, they said I WAS WRONG AND THEY ALWAYS DID THNGS CORRECTLY. Why am I complaining then? The ORGANIC mattress was strapped up in tape putting glue all over the mattress. I asked over and over what the tape was as I have chemical allergies but no-one knew or bothered to find out. Every order arrived damaged or with this tape on. Five years ago, they rolled the mattress in plastic bag and then taped the bag. I was told that they did answer phone despite my calling 20 times some days for 3 months. Despite this, they say they don't want to organise it on the phone as they prefer it in witing so they know what is going on. Despite having it in writing every order was damaged and incorrect. The company was good 5 years ago and each layer of the mattress was dense and good quality. The latex now is floppy and bears no resemblance to the mattress I have from 5 years ago. I am told that the latex is exactly the same but it used to take at least 2 people to roll the FIRM layer up and box it to move it. I can now do it alone, roll it with one hand, bag it and box it. The quality has gone downhill. There is no quality control with the cotton stockings covering the latex. They are misshapen or 4 inches too long with some of them. Everything used to fit perfectly but like most companies as soon as they get a foot hold the quality nose-dives. I had firm layers that were softer than the medium layers. I suggest you re-open your office so you operate like a professional business and sort out the quality of your latex.
Sue K
Dec 04,2022Looked for an anti-allergy environmentally-friendly mattress in European King size and found Una. Found the website informative (especially the how-to video), and accurate. Bought the essential (thinner) mattress, put it together without a problem although it is heavy when all the bits are put together. It took several nights to adjust to the new 'feel' of the mattress, but since then have slept better than I have since childhood (now 60+). Una reminded me several times in the months after delivery of their offer to exchange layers to alter firmness, but that wasn't needed. I thought I was a person that needed and preferred a super firm mattress, but this one has a soft top layer that nevertheless feels completely supportive and is wonderfully comfortable too. My back, shoulders and neck have been particularly happy. Would definitely buy this again.
customer
Dec 03,2022The package of my Una mattress was perfect as it enabled me to assemble it very easily. The mattress is a bit softer than I expected but fine. A good experience with the company as a whole. Thank you.
Anita Patil
Nov 11,2022Have used mattress for several months. Comfortable but could be better if it was a bit thicker Mattress was delivered on time, very well packaged. Ordering was easy , pricing was transparent
Al
Apr 17,2022I have had sleep, neck and back problems for about 40 years after an injury and also have allergic reactions to the gasses from foam products so I've tried many pillows, toppers and mattresses in my life! I've had my Una pillow for quite a while now and I still love it. It comes in two inner cases, one thick, one thin, but I found they didn't work for me either separately or together. However, I did love the feel of it and that as it is filled with tiny pieces of latex, you can squidge it about to make it the perfect shape for you. So I opened both inner cases and put most (but not all) of the contents into a zip pillow case, bought locally, and then put that into the Una outer case. The bits are very tiny (and went everywhere) but the result is the perfect pillow for me. Even a year later it's still my favourite pillow ever and every night I just shake and pummel it to get it exactly right. At first it smelled of rubber, but no nasty gasses or effects. It's a pleasant temperature as well, surprisingly not hot. For me it would have been absolutely perfect if it had been made with zip up inner cases, but once I'd bought one and adjusted it to suit me it's absolutely brilliant. I've since bought a topper, which is also fabulous and I'm sleeping better and more comfortably. It's also not too hot to lie on and quite soft, which I like. It has developed a tiny bit of a body dip where I lie, only time will tell if that becomes a problem or not. I'm saving up for a mattress now!
Aksara
Apr 02,2022Amazing all-round experience. I've been an on and off insomniac for 10+ years and have found it really challenging to even get comfortable let alone sleep for many of those years. I prefer soft mattresses which also have some level of firmness underneath in order to support my body. I made the decision to invest in my health and wellbeing by ordering a super king mattress from Una - I was attracted to the brand concept and values, the fact that the products are 100% natural and also that the firmness can be alternated by switching up the layers. It was risk-free as after the 100 nights free trial if I had any issues, they'd arrange for a collection and refund. Thankfully it didn't come to that, and I didn't have to spend time and energy finding an alternative. I've now been using my mattress and pillow for over a year and I cannot be happier. I recommend Una to anyone and everyone that's looking for a new bed setup. Yes it's on the pricey side but its an investment. There's literally nothing that you use more than your bedding so why not invest in good, natural, healthy sleep. Thank you to the team that have assisted and helped me on many occasions! You guys are great.
Customer
Feb 03,2022The Una mattress is well made, lovely quality and professionally presented. I absolutely loved the idea of being able to swap the layers around to achieve the perfect comfort, however I just didn't feel that the firm layer was firm enough. I am only 5 feet 2 inches and 48 kilos. I like a bit of support in my mattress - not a soft mattress. So I put the soft layer at the bottom, medium in the middle and firm on the top. Unfortunately it was still incredibly soft. It felt like there was no support at all under the heaviest part of my body, and too much push back on the lightest parts. I persevered, but began to get a sore back from the lack of support. After contacting Una, they offered to swap the soft layer for another firm layer, but I worried it still wouldn't offer the right support. The firm layer is surprisingly soft. We have had a few organic latex mattresses over the years, but for me the Una mattress was just far too soft - hence a 3 star review.
Customer
Jan 17,2022I love my mattress. It took a while to get used to a lower bed because my previous mattress was very deep and I have the basic Una mattress not the deluxe..but the comfort level is great and I noticed my sleeping pattern improving once I got settled in after the first week. It's lovely to sleep on something natural that is not off-gasing. My previous memory foam mattress caused me to get very over-warm at night but Una mattress keeps the temperature steady.
Sarah
Dec 19,2021I bought a double mattress because I have back problems. It was lovely but unfortunately was a little too firm for me. I particularly love that it is 100% organic and was really disappointed to have to let it go. The mattress arrives in several boxes and you arrange it in layers to suit your firmness/softness preference. I needed a little help with this because of my back, so if you have any back or arthritis type problems I would recommend arranging some help. The return process was fine, although you do have to put all the layers back in the boxes, which is a bit of a pain and definitely needs two people. I assume this is because the various layers could easily be damaged or get lost in the return process. I do hope they were recycled. The boxes were picked up promptly and my refund was back in my account within a week. Customer services were very helpful and friendly. You knew that you were getting a reply from a real person. I'm now thinking of ordering a soft topper from them.
J C
Nov 01,2021Have suffered from hyper mobility for years which particularly affects my neck. Decided to splash out for the pillow as I have tried everything else and what feels like hundreds of pillows. So it comes with two pillows. One filled with more shredded latex and one thinner with less shredded latex. Combining both was too high and the bigger pillow I found not to be supportive enough. So I folded over the pillow case at the edge just a few cm (about 10cm) and sewed along the fold. This kept the latex closer together and gave the perfect height without losing too much of the size of the pillow. I now love this pillow. My neck has been so much better and I sleep really well. It keeps cool and is so comfy. Don’t hesitate to buy one. It’s worth the money even if you need to do a little adjustment to make is right for you.
Eddie
Oct 26,2021Don't normally write reviews but... they asked and their product is great. Had Tempurs, Vispring mattresses in the past but tried their deluxe and loved it. Ordered 2 more to replace other mattresses. No smell, super comfy and supportive. Worth every penny! Customer service is great too. Eddie
Norweegie !
Oct 06,2021Ok, so mattress first : it’s comfortable but even though I’ve have it oriented for a firmer sleep (you can choose the order the mattresses are layered) it’s softer than I expected and I think I would have liked it to be firmer especially for the price. But it’s natural materials so there’s no horrible artificial smell etc. Customer service : this is a real bugbear and pretty shoddy. For the cost of the mattress and it’s certainly not cheap I’d have expected more. I’m not expecting fawning or a constant barrage of emails but frankly it was radio silence for most of the time. I placed the order and received confirmation of the placed order, then nothing for weeks. No updates, nothing despite the money leaving my account. After a email chasing for information on delivery dates, I received assurance that it was in its way. Eventually it did arrive but with the box torn open and damaged. Thankfully the contents were ok but I wrote to UNA informing them of the damaged state of delivery and had a bizarre response that this has happened before and sorry but kinda out of their hands. 🙄 (perhaps changing courier might help or better boxes). After it was delivered I thought I might have received an email asking how I found the mattress and looking for feedback but that only arrived today after 3 months so I assume the 100 day trial period is over. (I think I would have sent it back but to be honest it felt an incredible pain in the ass to do with the lack of customer service). So in short nice product but not wow! And a lackadaisical customer service.
Rob
Oct 06,2021Smelled free of VOCs out of the box, which was the main reason we bought this. Even on the softest setup we find it a bit on the hard side, which was surprising given the many layers and configurations. The Matress bag for hte layers could do with a bit more external structure to make it look more square edged - getting it all in is a tight squeeze and leaves the edges ofhte evenutal mattress a bit deformed. Also its very heavy, this makes operating the Ottoman tricky - bear this in mind if ordering. Good sleep all round though and built to last without a doubt. WE had a long lead time to delivery but this is not uncommon so no issues there - customer service were responsive.
Saz Warden
Sep 06,2021I bought this for my father who has sleep apnoea so wakes up several times in the night to adjust his usual pillow .. he said this pillow has been very comfortable and has stayed in place so he hasn’t need to adjust .. he only used one of the inner sections as he is a side sleeper and two was too high .. happy with the delivery came in its own box .. and delivered on time .. looking to purchase more product’s but will need to save up !!!
Andreas
Mar 16,2023We purchased a mattress recently from Una Organic. The quality of the mattress is excellent (the best I've had so far), and I was very pleased with the customer service. They regularly kept me up to date on the delivery date, checked in to check if we were satisfied with the product. I can wholeheartedly recommend this company.