I purchased an otty mattress in 2021 it…
I purchased an otty mattress in 2021 it had a 10 year guarantee while I do not have the receipt anymore I have proof of purchase via a bank statement. The mattress while being initially very good has started giving me severe back pain in the last year or so although the mattress is regularly rotated. So effectively this mattress has only lasted 5 years. I have severe back problems and this mattress is now extenuating it. I have asked Otty for a new mattress under the warranty let's see what they say. At the moment I'm very disgruntled with this co pant and have purchased lot of Otty mattresses in the past but this mattress has put me off. I will go to the furniture ombudsman if needs be, but I'm hoping OTTY sort this out immediately as their customer service reviews seem very good. I'm more than happy to take this review off if Otty actually deliver on their warranty promise and are prompt about it
Svar fra OTTY Sleep
Thank you for your review. From what you’ve described, this sounds more like a comfort-level issue rather than a manufacturing fault. It’s important to note that comfort preferences can change over time due to personal factors, and this is not considered a fault with the mattress itself.
Neither OTTY nor any other mattress brand can offer a “comfort-level guarantee” for the full life of the mattress, as individual comfort and body support needs naturally evolve. That said, if there is a genuine fault with your mattress (for example, excessive sagging or material defects outside of expected wear and tear), we’ll be more than happy to investigate and assist under the terms of your 10-year guarantee.
We do note that you chose to post this review before we’ve had the opportunity to inspect or assess your mattress. Please rest assured that reviews do not influence warranty outcomes in any way. If, after assessment, your mattress is found to be faulty, we’ll offer the appropriate solutions. If it’s not a fault but a comfort-level matter, we’ll provide guidance on how to adjust or care for your mattress for the best performance.
Thank you for giving us the chance to look into this properly — our team will be in touch to help resolve the matter as fairly and efficiently as possible.
Kind regards,
The OTTY Team