THE MATTRESS STORE (The Dubai Mall)

Most unprofessional company. They refuse to accept returns on online purchases under the blanket excuse that “all sales are final,” even when the products are clearly faulty. Items arrived with an overpowering chemical smell that persisted despite airing out, making them unusable. This reflects a complete lack of quality control and customer care. I strongly advise others to avoid purchasing from them.

Very truthful brand. I bought a bed and mattress as pillows as my birthday gift. Can’t wait to try in daily life, thanks Hossem very professional introduction and warm welcome. We enjoyed our shopping in Dubai mall Mattress store.

Mattress started sagging after a year and a half. Customer service is terrible. I’ve been struggling for nearly three weeks just to get someone to come check it. I went back to the mall store, but got no response — all they say is ‘someone will call you.’ In the store, they told me no rotation was needed, but customer service now says I was supposed to rotate it. They don’t seem to know their own product. Good at selling, but very bad after-sale support.

This place has amazing massage chair, the massage feels therapeutic and helps relieve stress and muscle tension. Highly recommended and special thanks for Ms.Ghada for the excellent service

We bought a mattress from this brand THE MATTRESS STORE and within three years it developed a major defect. The issue was well within the warranty period, yet getting help was almost impossible. Reaching their customer service itself was a struggle, and when a team finally visited, the story kept changing. They gave conflicting explanations, shared incorrect information, and kept shifting the blame instead of honouring the warranty. The entire process felt like manipulation to avoid responsibility rather than genuine support. If warranty and after-service matter to you, please think twice before buying from this brand. The product might look good on day one, but the lack of accountability later makes it a bad investment. REPLY from BRAND: Good Afternoon, Following the recent inspection, the report shows that the mattress has visible stains. Unfortunately, according to the warranty terms, the presence of stains voids the warranty coverage. Additionally, the report notes a 1.5 cm body impression, which is significantly below the 3.8 cm threshold required to be considered a sagging issue covered under the warranty. That said, we truly value your business. As a gesture of goodwill, our Customer Service Department has approved a special discount of 15% to 25% on your next mattress purchase. You are welcome to contact us directly or visit any of our showrooms, where our team will be happy to provide more details about this offer.

Firstly, the mattresses you sell are massively overpriced. We still bought one assuming the quality would justify the cost. After just two years, there is already visible sagging. According to your own warranty, this should be repaired or replaced. But when your team inspected it, they suddenly pointed out “stains” that I can’t even see and claimed the sagging is “not enough” to qualify. So what exactly do you expect customers to do — sleep uncomfortably for months until the mattress collapses completely, just to meet your replacement criteria? Should we literally hurt our backs so you can tick a checkbox? This level of excuse-making is unacceptable. If this is how you handle warranty claims, you’re essentially running a business on technicalities instead of integrity. Customers pay a premium expecting reliability, not to be gaslit when an issue appears. Please resolve this properly instead of hiding behind convenient clauses.

After placing an order we had been promised delivery with in 8days. We gave more days for the company’s convenience. We also mentioned about the last day of us being in the country and that must be the deadline for delivery. On the day of the delivery we got a message that due to production update it will not be delivered, but for sure will be delivered with in 2days. We had to find people, pay money for someone to be at the place waiting for delivery. Only in the evening they send a message that AGAIN it will not be delivered and to expect a delivery within two days. So now we are officially had been completely screwed by this company not once but twice, still without understanding when and now it will be possible to receive our items. Worst experience EVER …

I had a fantastic experience at The Mattress Store.The staff were super helpful and patient, letting me try several mattress types until I found the perfect one for my back pain. Delivery was on time, the mattress was set up cleanly in my bedroom,After a week I’m already sleeping better and waking up without aches. Great value for the money too. Highly recommend!

I had an amazing experience at The Mattress Store in Dubai Mall thanks to Ghada. She went above and beyond to help me find the perfect bed set, duvet, and cover for a friend. Her customer service was exceptional—she balanced quality and budget perfectly and made the whole process smooth and pleasant. I truly appreciate her professionalism and dedication. Highly recommend!

The shopping experience is extremely bad. I don't talk about the goods. Their delivery service is the worst I've ever seen in Dubai.

Welcome to the worst service and mattress store ever. What you try in store isn’t what you will received. I received for the 3rd time a mattress that doesn’t match what you order in store. Even if the issue comes from them. They will not refund you. I suggest you don’t purchase in places were customer’s health do not come first and were they lie and don’t provide a decent customer care. Believe me those bad comments are real. Good businesses have consistency. And would not even have 1 bad review. They have many and forget about all the people who didn’t complain. Ahmed from the customer care on the phone is rude and unprofessional. The team in store will sell you an expensive mattress just for their commission. I had to exchange the mattress that came differently than what I chose in store, it was cheaper. They refused to refund me the difference. Stay away from this place. You will thank me later. I’m writing a review as they have asked me to do.

Really good if you want to sleep well if you want to sleep good you can get from all the beds there. This is very good for your health. As long time, I’m not sleeping well when I get my bed here good very well sleep

Best customer experience I’ve ever seen and ive tried the udream massage chair and it was therapeutic with ms Ghada and she helped me choose the right pillow based on how i slept

The worst mattress shopping experience I’ve ever had. The staff were unhelpful and seemed more interested in chatting among themselves than assisting customers. Prices are ridiculously high compared to other stores, and when I asked questions, I got vague or dismissive answers. I definitely wouldn’t recommend buying from this store. I was trying the leg massage and I was trying to use it and it’s obviously there for people to try it, then she came and kicked the foot machine and she started raising her voice for no reason at all, if I wanted to put 0 stars I would.

Very poor experience!! As soon as me and my friend walked in we were looking at the massaging chairs i touched the screen on the chair and the customer service personnel working at the store became very aggressive and shouted ro not touch as soon as i told her that i am interested to buy she said come over here and i will make you a invoice. Very rude behaviour i will never visit again!! Recommended not to visit please very rude staff, if there was a option for zero stars i will prefer to choose that!!!

I recently visited the mattress store and had an excellent experience! The selection was impressive, and the quality of the mattresses was top-notch. I was particularly impressed with the customer service provided by Charlott. She was incredibly knowledgeable, patient, and attentive to my needs, helping me find the perfect mattress for my comfort preferences. Her friendly demeanor made the shopping experience enjoyable. I highly recommend this store, and I’m giving it a solid 5-star rating! Thank you, Charlott, for your outstanding service!

Disaster from start to finish. This has been one of the most frustrating and disappointing shopping experiences I’ve ever had. I’ve stayed patient, didn’t rush to write a review, gave multiple chances, but after today, I’m done. I ordered a mattress that was supposed to be suitable for my needs after testing it in-store. The one that arrived was not the same, it felt completely different. I contacted the store and they admitted it wasn’t the right one. Fine. Mistakes happen. Then they sent a second mattress, again, not the same as the one I tried. So I went back to the store, tested mattresses again, and selected a third one myself. I was told it would be delivered today. It never arrived. No call. No update. Nothing. I stayed home waiting all evening for a delivery that simply didn’t happen. It’s 10:30pm now. Throughout this entire ordeal, the manager Ahmed from the call center ignored most of my messages, super unprofessional replies when he did reply, extremely rude, never followed up properly, and didn’t return calls as promised. The whole communication has been a joke. And let’s talk about Charlott, the saleswoman who sold me the first mattress. She clearly had no knowledge or experience about mattresses, couldn’t answer basic questions, and just pushed the sale. Ironically, she was the one who told me to leave a Google review, probably expecting it would be a good one. Well, here it is. I’ve now been through three mattress orders, endless waiting, and zero resolution. I don’t want store credit. I don’t want another exchange. I want a refund, and I want people to know exactly what kind of service to expect if they shop here. Unprofessional. Disorganized. And completely dismissive of the customer experience. The sale assistant in sheikh Zayed is very helpful though. The Dubai mall store team is a disaster.

Great experience at The Mattress Store in Dubai Mall! The staff were friendly and helpful. Charlotte helped me pick the right mattress, and I’m sleeping so much better now. Delivery was fast and easy. I’m really happy with everything!

The best mattress in the world And the best prices and Layla helped us a lot 5 out of 5

Very poor customer experience! We spent 4K AED on a brand new mattress at the end of January. In April, the mattress is already sinking & causing discomfort. We raised our concerns and they arranged an inspection. The inspector came and confirmed the mattress should not be faulting so soon after we purchased. He filed his report and we were then told that to avoid this the mattress should be rotated every 6 months! We have not even owned the mattress for 6 months. I explained that this resolution is not acceptable due to the discomfort caused by the mattress & I am simply being ignored now by their customer service team.