OTTY Sleep Reviews 

Reasonable attempt from OTTY staff but link with third-party Courier (via DX) simply failed. Old mattress taken a week before new one arrived. Camp-bed time! Umpteen phone calls and no booking slots for delivery ever offered. Was delivered when away so mattress left outside overnight then retrieved. Was home by chance when it arrived the second time. IE “Delivery to Room of Choice” didn’t work. The third-party Courier (who were doing their best) wasn’t able to offer the home delivery component as was sold. OTTY refunded the £50 but I could have done without the week-long run around!

I’ve slept incredibly well since I got my Otty mattress. As a side sleeper it has been traditionally difficult to find a mattress that’s comfortable but that’s all in the past now thanks to my Otty mattress.
The mattress itself is firm, yet supportive and I can move about without disturbing my partner, so we love it. It’s good quality product at a reasonable price.
Will be buying another of the spare room

OTTY Original Ice Hybrid Mattress - King size

Pros:
Price is competitive
Delivery was excellent earlier than expected and to room of choice
100 day trial

Cons:

No further trials available full stop if unsuitable, I would prefer the option even if it meant to pay for another trial/return

Firmness rating of 7/10 isn't accurate IMO. some reviews online even stated it was closer to a 8, but I suspect this is for single mattresses
Me and wife rate this mattress firmness as 5/10
Edge control is completely missing, it rolls and squashes easily

Mattress is delivered in a vaccum packed roll and this may be the reason it is struggling to maintain its firmness rating
Ice cover is a simple zip removable topper, its actually really good quality, but there are alternatives for less cost on other sites

Tempted to return this and order the 9/10 firmness but worried about not being able to return that even for an additional fee if its also unsuitable. Guess I have a couple of months to decide.

Second mattress bought from OTTY and experience the most comfortable sleep, I suffer from back and shoulder pain so this ensures I get a decent night sleep.

I WAKE UP EVERY DAY WITH A BAD BACK FROM THIS MATTRESS!!! DO NOT BUY.
I ordered the OTTY Natural Evolve mattress having been told it was good for back support. I upgraded from a double to a king so unfortunately my 100 day sleep trial was void. My hips sink low into the mattress and I have to sleep at a cross angle in order to get more support from the mattress. I have to flip it on a monthly basis as it gets unbearably soft. I am stuck with a very expensive poor mattress that does not offer the right support. Would not recommmend.

1. Provision should be made for delivery to elderly/disabled customers. The driver took the tighly rolled double-bed matress upstairs in its box and left it beside the bed. It was very heavy and extremely difficult for two elderly people, one with mobility problems, to unpack it, get it onto the bed and to unroll it.
2. The mattress still has a chemical smell after 15 days in which the bedding has been removed each day to air it. Breathing the chemical in each night cannot be healthy.
3. I know this is subjective but the Guardian review rated it "medium to hard". I would call it "Hard".
I'm glad that 200 days are allowed to return it. I may well do so, unless the smell goes away and I get used to the hardness..

Mattress as advertised. Excellent delivery/collection of old mattress.

The ordering and communication from OTTY was good. What spoiled the whole experience was their choice of delivery partner, in my case DX Logistics.I was told that if the delivery slot does not suit me I can change it to a more convenient slot. Unfortunately, I cannot. It is DX delivery which chooses the next slot and I have no way of changing it.If I call them on the number they send to discuss this, they do not answer or they do not call back , although they have an option asking us to leave the number to call back.I have spend at least 90 minutes over 3-4 days just trying to get through to them.
I also send an email message through their website which went unanswered.DX keeps saying on their automated message that I can change the slot online, only there is no option when you go to their website (which is a mess with both business and consumer interface in the same website). I called OTTY to explain but they where quite happy for the order to be cancelled, rather than facilitate a convenient delivery for their customer, which I did. If you order from OTTY, find out who will deliver -if it is DX, do not order from OTTY.

Second mattress from Otty and still impressed

Fast delivery. Great product

Started with mid firm mattress.... i think about 99 sleeps in, I contacted the company to change for the firm mattress.
Swap was arranged hassle free.
Very happy with the service i received!!!!

And not to mention the pillows and mattress - the BEST I EVER HAD 💜!!!

Easy to order, arrived quickly, well packed either clear instructions...oh, and it's transformed our sleep for the better in only a matter of days!

Excellent delivery service by helpful friendly operatives.
Quality mattress already improving sleep.
Happy to recommend.

I was skeptical about the whole 'mattress in a box' thing, I am not going to lie...
In the end, I decided to read a -lot- of reviews, scrutinise all the big players (emma, origin, simba, etc), and I decided on Otty based on a few things:

1. Very good build quality; if you follow instructions, their hybrid is very unlikely to sag. Just rotate once/month per year, then /3 months after and done.

2. Extremely reasonably priced for what they offer : bamboo, 3000 springs at least, etc.

3. Quick delivery.

4. Phone number + emails for customer support.

There were a few questions I had regarding firmness, and customer support was exceptional; the mattress itself is sensational. I love it, and am above and beyond happy with it.

Last but not least - UK company. Support local, support Otty. They work hard, and they fully deserve it.

5/5. Thank you !

Good information on the website. Very easy to order. Excellent communication regarding delivery.

We are loving the mattress!

Bought this for my daughter, she has one at our house too and loves it, many thanks.

I stand by my review in it entirety.

Unfortunately, OTTY’s latest response reinforces my concerns rather than addressing them. Rather than investigating why I believed there may have been an issue with the mattress supplied, it continues to characterise my complaint as simply one of comfort preference. That was never the issue I raised. OTTY also state that the member of staff remained polite and professional. That is not how I experienced the call. I found the manner in which I was spoken to dismissive, unnecessarily confrontational and, at times, rude. I was interrupted before I could fully explain my concerns and left the conversation feeling they had been dismissed rather than listened to. I have retained a recording of the call, which is why I remain confident that my review accurately reflects my experience.

Before leaving any review, I contacted OTTY asking whether the Original Hybrid specification had changed since 2018 or whether I may have been supplied with the wrong mattress. Had my only concern been comfort, I could simply have exercised the 100 Night Trial. Instead, I sought an explanation and asked for my concerns to be investigated.

When I compared the two mattresses side by side, my original 2018 Original Hybrid measured approximately 25 cm, whereas the replacement measured approximately 23 cm. It was also noticeably heavier and provided significantly more support. Those observations are what prompted my enquiry.

OTTY state that no evidence was provided. I explained that I had photographs showing the differences and suggested the mattress be inspected. Rather than investigating that possibility, I was repeatedly directed towards returning or exchanging the mattress, which completely missed the point of my enquiry.

The duplicate Trustpilot review referred to by OTTY was an honest mistake after I received a second Trustpilot invitation and believed my original review had not published. As soon as this was brought to my attention, I immediately removed the duplicate.

Following this experience, we purchased a Simba mattress. The customer service we received was excellent. They listened to our concerns, answered our questions professionally and treated us with courtesy and respect throughout. The contrast between the two companies could not have been greater.

This will be my final update. I stand by my review. My experience with OTTY, from the handling of my initial enquiry to their subsequent responses, has been deeply disappointing. Prospective customers can now read both sides and reach their own conclusions.

Before leaving any review, I contacted OTTY by email on 26 July 2026. My email was detailed, polite and constructive. I explained my concerns and simply asked whether the mattress specification had changed since 2018 or whether there could be an issue with the mattress supplied. Unfortunately, I received no response, and it was only after hearing nothing that I felt I had no option but to leave a review.

Regrettably, I found the manner in which the telephone call was conducted wholly inconsistent with the standard of customer service I would expect.

Rather than engaging with the specific concerns I had raised, the conversation repeatedly returned to the fact that I had left a review. I was repeatedly told, in effect, “If you don’t like the mattress, don’t leave a review—just return it.” This was repeated several times throughout the conversation.

I explained on several occasions that I did not simply want to return the mattress. We purchased another OTTY because our original mattress had been outstanding, and I genuinely wanted to understand why the replacement felt so different. I wanted my concerns investigated, not dismissed.

I explained that we had compared both mattresses side by side, had identified differences in weight and apparent thickness, had photographs showing those differences, and asked whether it was possible we had been supplied with the wrong mattress. I also offered for the mattress to be inspected. None of these concerns were explored. Instead, I was repeatedly told that nothing had changed other than the gel foam and outer cover, that what I was saying was “not true”, and that I “obviously just don’t like the mattress.”

In my opinion, the tone of the conversation was unnecessarily confrontational, dismissive and, at times, verged on intimidating. I did not feel listened to, nor did I feel that there was any genuine willingness to investigate my concerns.
.

Good buying experience very easy , nice straightforward delivery system lads on van very helpful, and most importantly the mattress is ace ,a lovely firm mattress well impressed.
Mind my old one was 21 yrs old 😢 , would definitely recommend this company and the hybrid mattress

Great Customer Service.
We changed out mattress to the firm one.
There was no hassle and they made it very easy.

It does what it states on the box and the process for delivery was excellent