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Business Profile

Mattresses

Novilla

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mattresses.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/07/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Better Business Bureau:

    At this time, I have not been contacted by Novilla regarding complaint ID ********.

    Sincerely,

    ******* ********

  • Initial Complaint

    Date:05/16/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

    ******* 



     

  • Initial Complaint

    Date:04/08/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    BUYER BEWARE I purchased this mattress on March 26, 2024, and I set it up, and it's the worst mattress I have owned. I have back problems and the mattress gives me no support. Novilla.com says you have 100 nights to sleep on this mattress and if you don't like it you can receive a full refund. I called the office multiple times and no one picked up. I finally got someone and they told me that someone would reach out through email. As you can see from the email below, I even tried to do an exchange and they didn't want to do that so I just want my money back. In the email, they are trying to bully me to keep this mattress and ignore my request for a refund. I asked them to send me a return label to send this mattress back, and they completely ghosted me. I already have the mattress packed and ready to be picked. This company is scamming hardworking people by selling a **** product and then not processing returns when requested.

  • Initial Complaint

    Date:02/15/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I Included images to show the timeline of the incident but I purchased a $326 mattress from *********** on January 2nd 2024, I received it on the 6th. I then received notice I wasnt moving anymore so I no longer needed the mattress so I emailed novilla asking if I can return the mattress. They sent me a return label, I printed it out & returned the mattress & waited for my refund. Never got my refund nor any response as to when I will get it. Ive emailed multiple times called multiple times and I keep getting the same response from different support agents, never got my questions answered and never received my refund. I called my bank who said they couldnt help resolve individual cases so they referred me to my state attorney general who referred me to the consumer financial protection bureau who referred me to bbb.org

  • Initial Complaint

    Date:08/08/2022

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought full size matress on Aug 26 2021 from Novilla. It has one yr warranty.the matress is sacking not fit lay on.********* from Novilla keeps playing games with me.last correspondence from her week ago,she offered me full refund, me disposing matress as I see fit.i sent her all she asked for, including 3 pics sagging matress.like my refund

Novilla is NOT a BBB Accredited Business.

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