Many customers praise UNA Mattress for comfort, natural materials, and adjustable layers. A large share of reviews mention long delivery delays and little or no response from the company. Some reviewers describe helpful staff and issues that got resolved, while others report refunds that never arrived and communication that stopped. Overall feedback splits between strong product satisfaction and problems with delivery or aftercare.
Examples from available reviews (Mar 2022 – Mar 2026).
Return approved but no collection or refund; communication stopped.
“I provided my availability multiple times, but after that they stopped responding.”
High-quality organic latex mattress with adjustable comfort; delivery slow.
“This organic latex mattress is superb.”
Excellent mattress quality but UK support and communication are unreliable.
“The mattress itself is of excellent quality as is the cover;”
Reviewer alleges company went into liquidation and stopped responding.
“A fraudulent scam company.”
Several reviewers describe quick, helpful staff and issues that were successfully escalated and fixed. Others report service problems that never got resolved, including one claim that the company is in liquidation. Praise for staff and accounts of service breakdowns tend to appear in separate groups, not mixed in the same experiences.
Many buyers report lasting comfort and say they remain happy with what they bought. Another group questions the value because of delayed delivery, or refunds and returns that were not processed. Complaints about refunds and returns come up repeatedly and lower perceived value for some customers.
Many reviews mention better sleep, less back pain, and satisfaction after a few weeks. Some customers found the mattresses too firm and returned them without problems. A small number mention a chemical smell that made them ill; these comments appear only occasionally.
Reviews often praise supportive mattresses made with natural materials, adjustable layers, and well-made pillows and toppers. Some reviewers report damaged packaging or a dirty corner on arrival. Positive reviews repeatedly mention pollutant-free materials and comfort that holds up over time.
Many customers report long delivery waits, missing shipment updates, and emails or calls that went unanswered. A large cluster describes refunds that were approved but never paid, with communication stopping after return arrangements. A smaller set, however, mentions clear pre-sale emails and delivery updates.
Reviews split sharply between people who love the product and those who ran into major delivery or aftercare problems. Many five-star reviews highlight comfort and lasting value. Many one-star reviews describe non-delivery, no replies, and refunds left unresolved, creating clear polarisation.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (38) · Reviews (20) · Reviews (1) · Quotes shortened · As of: March 2026
Return approved but no collection or refund; communication stopped.
“I provided my availability multiple times, but after that they stopped responding.”
Mattress too hard and company failing to respond to return requests.
“they simply don’t reply to emails/calls”
DHL and supplier communication issues delayed delivery; items look good.
“There were problems with communication from Versigo GmbH”
Strong chemical smell, returned item, no refund and no contact.
“Terrible chemical smell on mattress topper, made me ill.”
Order cancelled via PayPal but refund not received; poor communication.
“Do not buy from this company!”
No response from company for over a month; phone and emails ignored.
“It's been well over a month since I ordered and I cannot get in contact with the company at all.”
Order not arrived and no responses; timeframes misleading.
“Do not waste your money.”
Excellent mattress quality but UK support and communication are unreliable.
“The mattress itself is of excellent quality as is the cover;”
Order delayed nearly two months with no replies; recommended chargeback.
“Worst company existing in the UK”
Delayed delivery, refund overdue even after returning item.
“Ordered mattress end of October.”
Six-week delay with poor communication; product labeling and quality concerns.
“well 6 weeks in and all I get is the runaround”
No responses to emails and calls; reviewer questions company legitimacy.
“Is Una a legit company or are they scammers”
Ordered six weeks ago and still haven't received the mattress or responses.
“We ordered our mattress six weeks ago, and still haven't received it.”
Almost six weeks with no delivery and misleading timeframe information.
“Almost 6 weeks and no delivery”
High-quality organic latex mattress with adjustable comfort; delivery slow.
“This organic latex mattress is superb.”
Natural-material mattress; helpful customer service and easy assembly.
“Good mattress. We love that it is made of natural materials.”
Quick customer service and mattress improved back and sleep quality.
“Great customer service, very quick response rate to any queries.”
Delivery and communication slow, but mattress and pillows perform well.
“Order placed May 7th, with website stating 14 working days delivery.”
Mattress too firm for reviewer but returns were painless and refunded quickly.
“Nice mattress but too firm for me”
Advised about lead time, kept informed; extremely comfortable mattress.
“the delivery process was easy with emails throughout.”
Easy ordering and kept fully informed despite small delay.
“Excellent service. Easy to order.”
Helpful staff escalated delivery; adjustable mattress improved back pain.
“I would like to commend Lucy at Una Mattress for her outstanding service.”
Order still undelivered seven weeks after purchase.
“7 weeks later still no mattress delivered”
Mattress and topper greatly improved comfort and sleep quality.
“What a wonderful difference this mattress and topper have made to my comfort and sleep quality”
Initial shipping communication was poor but mattress arrived and impressed.
“It's a fantastic mattress, and they packaged it with care.”
Supportive, planet-friendly mattress with excellent customer service.
“Excellent matress, excellent customer service.”
Slight delivery delay but excellent customer service and superb mattress.
“it is superb quality.”
Mattress met expectations and was easy to place, arrived before Christmas.
“The mattress fully met my expectations.”
Much better sleep on comfortable mattress; slow customer service responses.
“The mattress if very comfortable, I definitely sleep better”
Exceptional pre- and post-sales customer service; highly recommended.
“Amazing customer service, both pre and post sales.”
Good product, well packaged with strong delivery and communication.
“Great product. Came well packaged.”
Order still undelivered after eight weeks; severe delivery delays.
“How is the mattress? No idea. Still waiting for my order after 2 months.”
Delivery estimate extended to seven weeks with no communication.
“Estimated delivery now 7 weeks”
Minor delivery damage but easy setup; much improved sleep and less pain.
“Overall very happy.”
Delivered after 28 working days with no shipment updates.
“Delivered after 28 working days (website mentioned 20 working days)”
Adjustable, natural mattress improved sleep over a few weeks.
“I’ve been using the Una Organic mattress for a few weeks and it’s been great.”
Reviewer alleges company went into liquidation and stopped responding.
“A fraudulent scam company.”
Natural mattress with adjustable firmness suits our needs.
“Great natural mattress”
Long delay receiving order but satisfied with the products.
“update - order arrived 19th September.”
Five years of satisfaction; mattress remains extremely comfortable.
“We bought our Una mattress 5 years ago and its the best decision we ever made, we miss our bed when we're away and always look forward to getting back into it, nothing has ever come close to the comfort of this mattress.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
UNA Mattress sells mattresses, pillows, and mattress toppers online in the UK. It offers adjustable, multi-layer mattress designs and a range of natural-latex sleep products. Product pages list specifications, size options, and care instructions to guide buyers. Customers order online and can contact support through the website and the listed channels.