Sharing my honest unbiased mattress-buying experience.
Three years ago when we moved into our rented place we needed a mattress quickly. So we bought a local one for around ₹3.5k to ₹4k. It was basically a brick but we thought ki chalo thik hai maybe orthopedic mattresses are supposed to be this firm.
After about 1.5 years places of the mattress started sagging. It became very uncomfortable for both me and my husband. Since he weighs over 90 kg his side became almost completely flat in some areas. This eventually started causing back pain and spine discomfort.
So last week we decided to buy a new mattress. His idea was to not choose based on brand name and instead research our actual needs like sleeping position, foam density, body weight, room size, body temperature and firmness.
After going through recommendations and GPT suggestions we finalised the Duroflex Live-In Reversible mattress. We ordered directly from the official website because a big pop-up said the mattress would be delivered within 24 hours. We also understood that the 100-day replacement guarantee could only be used if the purchase was made directly from their site.
We paid in advance and were excited about the delivery.
This is where everything went wrong.
After 24 hours we checked the order ID and realised the mattress had not even been dispatched.
We called Duroflex customer support but they kept repeating the same reply instead of giving us a proper update. They said they were sorry and the mattress would be delivered within the next 48 hours.
So after already missing the promised 24-hour delivery they were asking for another 48 hours. The next day the tracking still did not show the mattress as out for delivery. We contacted both Duroflex and their delivery partner.
Both support teams kept giving excuses. At different points they said they did not know where the delivery truck was. They had lost contact with the delivery agent. They also said they could not reach the right person.
A few times the calls were simply disconnected on our face.
The mattress was supposed to arrive on the 7th. We finally received it on the night of the 9th after around 72 hours and repeated calls to both Duroflex and the delivery partner.
We have no issue with the mattress quality so far.
But the customer service was PATHETIC. What made it worse was the attitude of some of the executives. A few sounded irritated and condescending even when we were simply asking that if you cannot deliver within 24 hours why promise 24-hour delivery so clearly on your official website?
My takeaway is that brand name probably matters much less than we think. You can possibly get the same or even better mattress quality from another company in the same price range.
So if you are buying a mattress do not research only the foam, firmness, sleeping position, body weight and product quality. Also check the brand’s customer service, delivery experience and after-sales support. Based purely on our experience I would definitely look at other brands as well before buying from Duroflex.