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Scam. Never got the mattress. Emails go unanswered. I had to do a cash back claim through my bank. Stay away from this company.

The mattress started having problems before we even finished paying for it, less than two years in. Their return process is so convoluted and burdensome that it's basically not a real option. Every morning I wake up with significant pain and can hardly get up. For someone my age, this shouldn't be happening. I wouldn't recommend this mattress brand to anyone.

I bought a mattress from this company along with sheets, pillows, a mattress protector, and a bed frame. I've had ongoing problems that they won't fix. The mattress showed up with a grease stain already on it, the sides don't have proper support and curve inward, and it's smaller than the bed frame I purchased from them, leaving a gap of two to four inches all the way around. One of the bed frame legs sticks out in a way that makes you trip and stub your toes, which seems like a design issue. The sheets are fine but nothing special, and every pillow is lumpy and uncomfortable. When I called customer service, a representative named Sheena said they'd make an exception and let me return both items even though the bed frame was technically outside the return window. Then Awara changed their mind and refused the bed frame return. I'm really let down by how they handled this and the fact that they didn't keep their word. The quality wasn't what I expected, and their service disappointed me. I'm asking them to accept both returns and give me my full money back. I hope they'll do the right thing and improve their customer service.

If you sleep on your back, don't waste your cash on this. You'll get about three years of decent lower back support before it starts falling apart. After four years, you'll be ready to throw it out. Good luck with customer service though, I spent four days on hold getting bounced around. It works okay for side sleepers at least.

The warranty they offer is useless. We had to send in photos multiple times from various angles, including pictures of a sunken area over two inches deep that developed after five to six years. Their warranty supposedly covers ten years, so we expected help. Instead, they said the mattress had too many stains, even though we'd kept it in a protector from day one and this stain excuse didn't come up until after we'd already provided all the photos and measurements. We were hoping for at least a partial credit toward a replacement, since we thought we'd have several more years left. We got nothing. Now I'm reading all the other negative reviews and it's clear this is a pattern.

Update: I eventually worked things out with their customer service team and got a refund for the cost difference between twin and twin XL beds, since that's essentially what I ended up with. Original experience: The mattresses don't expand to their advertised size. I ordered two twin XL models, but both only expanded to 77 inches instead of the full 80 inches. They offered replacements and arranged for a pickup service. Problem is, that pickup company doesn't service my area. I had to figure out how to donate two practically new mattresses myself. The replacement mattresses? Also only expanded to 77 inches. Now I'm stuck choosing between accepting another shipment of questionable mattresses and dealing with two more that I can't use, or getting a refund while still having two brand new mattresses to dispose of. Wouldn't it make sense to just refund the price difference since you're selling me something closer to a twin? This company clearly doesn't care about sustainability. They'd rather waste resources shipping replacements I can't trust or leave me with landfill waste.

My mattress never even arrived. The customer service department is basically nonexistent. Turns out this company is owned by a larger corporation. They ignore phone calls and emails completely. Their chat feature is just an AI bot that can't help. They provide zero updates on order status and nobody responds to any inquiries. Avoid this company!

Got a twin mattress for my daughter to use on her lofted bed. The material is really soft and squishy, which makes it hard for her to climb in without assistance. She seemed okay with it though. Then our new kitten had an accident on it. After cleaning up the mess, I removed the mattress cover to wash it, but it wouldn't go back on properly. I contacted Awara about it since they claim to have a forever warranty, and I'd also bought their extended warranty to cover accidental damage. Awara sent me to the extended warranty provider. Their AI system automatically rejected my claim just because I mentioned the kitten, even though that wasn't the real issue. I called and they said I could resubmit. I did, and it got auto-rejected again based on their first decision. Back to Awara I went, and now they're saying the Forever Warranty is void because I removed the cover. Can I just buy a replacement cover? No way. They claim the cover is part of the mattress itself, so I'd have to buy an entirely new one.

I bought this mattress four years ago and really liked it. Then one day I sat down and my whole body went right through the bed into the frame below. I could feel the springs poking through. They advertise a forever warranty, but when I contacted them, they said a small stain somewhere on the mattress cancelled the entire coverage. How does a stain in one spot cause a major crack in another part of the bed? I'm frustrated because I've been using this for only four years, not like I'm complaining after 15 years. Also, I discovered this isn't even certified organic like I thought. The customer service people were nice enough, but they couldn't help. Calling something a forever warranty is misleading when a minor stain takes away all protection. It really feels like false advertising. I did tons of research before buying, so I feel misled. I won't buy from them again. It's just poor business practice.

I'm only giving one star because zero isn't available. My mattress came in damaged. I asked for a pickup, and it took three weeks for them to actually come get it. Even after I provided them with the pickup confirmation, they still wouldn't process my refund. I was very unhappy and can't recommend this company to anyone.

Do not purchase from this company. The products are low quality and shipping constantly gets delayed. When I asked to cancel my order, they said they would but then tried to ship it anyway. When I refused delivery, they claimed they couldn't issue a refund. I have their written confirmation that they agreed to cancel, but they refused to honor it.

The mattress itself is good but the bed frame is worthless. The slats constantly shift out of position and they're flimsy enough that they snap easily.

We're on our second mattress from this company. The first one fell apart after half a year and they claimed it was defective, so they shipped a replacement. The second one started breaking down after just over six months too. Since we're now past the one year mark, they say no refunds. My wife and I are both fit and athletic, so mattress abuse isn't the issue here. I tried leaving a review on their website but they wouldn't let me post it. Do not order from these guys unless you're prepared to lose your money within a year. The product quality is terrible. Really unhappy with this purchase.

Stay away from this company. They advertise a guarantee that doesn't actually exist, and getting your money back is nearly impossible. Their system works like this: if you don't like the mattress, they force you to donate it. The problem is, no legitimate charity will accept a used mattress due to bed bug concerns. I was then required to show proof of disposal, which meant hiring a disposal service and paying for documentation. They make the entire experience as difficult and frustrating as possible while still refusing refunds. I actually got approved for my refund through Awara, but the money never showed up. After weeks of ignored emails, I had to file a chargeback with my credit card company. They rejected the refund claim anyway. Now I'm out over 1k for a mattress I was forced to get rid of. This company is completely dishonest and untrustworthy. I'm going to share my experience everywhere I can to warn other shoppers. BUY AT YOUR OWN RISK!

After trying to get help for months, I'm convinced this business operates like a con. I ordered two mattresses and from day one, I couldn't reach anyone. Responses to emails came back days or even a week later. My husband didn't like his mattress and we couldn't justify keeping something so expensive. We looked into their 365 day return program, but it took two full months to get through the process. I had to submit countless photos taken at different angles and in different formats. Each time I sent something, I wouldn't hear back for a week, and when I did it was usually "we couldn't open your files." Eventually they told me to throw it in the trash after spray painting big Xs on it and send them a photo of it in the garbage. They didn't suggest giving it to someone who could use it. For a company that talks about being sustainable, this is really disappointing. I don't trust anything they say about their eco-friendly materials or their promise to plant trees. It all feels like marketing.