OTTY Sleep Reviews 

"FINAL UPDATE: OTTY has issued a final rejection, claiming that a permanent 5mm structural collapse in a bare mattress core at just 6 months old is 'within company tolerance' and therefore not a defect. They are using an internal corporate manual to bypass the Consumer Rights Act 2015, completely ignoring that their failing product is causing severe bilateral sciatica and crushing the herniated L5/S1 disc of a leukaemia survivor who has undergone extensive aggressive treatment that permanently impacts bone density and spinal resilience. The matter has been formally handed over to PayPal Credit under a Section 75 legal claim and reported to Trading Standards [Section 75 law]. Buyer beware: their '10-year warranty' is bound by corporate loopholes if your bed fails prematurely."

Ordered the Hybrid Pure Pro mattress and while it was initially an improvement over my old worn out mattress, it began to soften in the middle, causing my hips to sink and aggressively aggravating my medical condition of a herniated lumbar spine disc, resulting in severe pain and bilateral sciatica and me not being able to stand up in the morning after lying in the bed. I had to travel due to family illness and was away for a month sleeping in a very supportive hotel bed that left me with no back pain whatsoever… but on my return to the Otty mattress I’ve been left in agonising pain. I contacted Otty customer service twice over over the sagging and defective mattress but they have decided to ignore all communication from me. Terrible experience and defective product from a very ignorant company. It looks like I’ll now have to scrap the mattress and buy a better one from a more reputable brand.

*Update* "Order OT63152674 - Absolute failure of customer care. I am a leukaemia survivor with an athletic build and a herniated L5/S1 disc. The internal foam core of my OTTY Pure Hybrid has collapsed after just 6 months, causing me severe bilateral sciatica. OTTY has emailed me to dismiss this dangerous structural failure as a 'personal comfort preference.' They are actively ignoring the Consumer Rights Act 2015. I have been forced to formally escalate this to a Section 75 legal claim with my credit provider and report them to Trading Standards. Disgraceful handling of a medically vulnerable customer."

Comfortable mattress delivery not great.

We are very pleased with the mattress, it is excellent and just what we wanted. However the delivery through DX wasn't great - we took the morning off to receive the mattress, but the delivery driver abandoned the delivery not being able to find the address and not contacting us. A redelivery was arranged, again we took time off, but we got a message to say that the mattress had not reached the depot (odd, as they already had it). We finally received the mattress, third time lucky.

Excellent products - we love our new mattresses. Great value and the whole end to end customer experience was brilliant, from ordering to delivery.

Ordered and delivered in good time. Somewhat hassled by the couriers to make sure I gave a review, which was annoying. The hybrid mattress is very firm and not very comfortable for me.
Waking up with back ache regularly, which I didn’t have previously. Unfortunately I left it too long (outside of 100 nights) to do anything about it. I did write to them to see if they could assist but got a short, sharp reply. Lesson learned. If you’re not satisfied make sure you let them know within the 100 days. I will now be spending on a mattress topper in the hope that improves comfort. Overall, I regret my purchase.

Good service and excellent quality pillow, I love Otty as we have a mattress too which is also excellent.

Mattress arrived as expected, just the right combination of firmness and soft

Very straight forward, no issues

We recently got an extra firm Otty mattress in super king size along with the ottoman style storage bed. The mattress so far (it’s only been a week) is pretty firm - not as firm as I expected it to be but still firm enough for us though it remains to be seen how it is after a few months of regular use. The bed frame is rather disappointing as the instructions were quite unclear for construction but, more so, the bed frame is larger than the mattress. The Otty website says this is a design choice to make it easier to get bedding changed but, to be honest, it’s much larger than it needs to be and creates a bit of a gap between the mattress and bed edge, meaning that you can see the slats on the sides, which is annoying. Much more annoying is that if you sit or stand a bit near the edge of the mattress, you lose your balance because the mattress doesn’t stay firm and in its own place because of that side gap. It’s surprising to us that such an expensive mattress and bed would have this issue. I know the bed frame can possibly be returned at this stage but we simply do not have the time to disassemble it and then buy a replacement from somewhere else and assemble that so we will stick with it but will not be purchasing from Otty again as a result.

I arranged, well in advance, for my Otty bed to be delivered on 15 June. Unfortunately, at the last minute, Otty informed me that they couldn't make this delivery date and I had to accept a later date. This later date also was changed at short notice to another date and then when the bed arrived three legs were missing. I had to wait for several days to receive the missing legs. These delays and missing legs caused me considerable inconvenience. I received a refund of £50 but it hardly compensated me for the inconvenience I had suffered.

I found the pillow to be unsuitable despite a recommendation. I'm a side-sleeper, it was only just about the right height to start with but once you settled into it, the height was redistributed and flattened slightly this not providing the neck support I need. Also, I got very hot in the head and woke up in mid-sleep because of this. This pillow may be suitable for others but not for me.

Great mattress, very comfortable

I bought an OTTY Original Hybrid Mattress expecting it to last, especially given their advertised 10-year warranty. For the first two years, it was fine. However, since January, I have developed chronic back pain so severe that I cannot physically lie on the mattress for more than 5–6 hours.
I am fit and healthy, have been through 6 months of physio, and my doctors explicitly told me to investigate my mattress. To prove it, I recently stayed at a Premier Inn sleeping on a Silentnight mattress, and my back pain completely disappeared. The OTTY internal support has clearly failed.
When I contacted customer service, they asked for photos of the empty bed. Because memory foam naturally rebounds visually when unweighted, they claimed they couldn't "see" a defect and dismissed my chronic back pain as a "change in comfort preference."
Be warned: OTTY's 10-year warranty apparently only covers defects they can see in a photo of an empty bed. If the internal springs or foam layers fail to support your actual body weight after a couple of years, they will hide behind "subjective comfort" and leave you with a useless mattress and medical bills. Extremely disappointed.

Ottoman Bed Frame
Corners of frame - no padding and very sharp edges - have scraped my legs severely twice now resulting in bleeding and painful, large abrasions. Corners should be rounded for protection and properly padded.
Have had to put child protector corners on the bed frame corners to prevent further injuries.

Dangerous and poor design/quality.

Instructions difficult to understand due to lack of quality of the pictures plus warning notices provided after steps have been completed.

Poor delivery experience.

I was not given any option to select a delivery date, and the email I received stated that if delivery was unsuccessful, a card would be left with instructions on how to rearrange. No card was left, and I received no phone call or other attempt to contact me. Instead, I was simply allocated another delivery date, which I was also unable to be home for.

When I contacted Otty to explain the situation, I found the response disappointing. My concerns were largely dismissed, with the suggestion that I should have been able to change the delivery date myself, despite the issues I had already encountered.

In the end, I cancelled my order for two mattresses and purchased a similar product from another company. Had the matter been handled with a little more understanding and a genuine effort to resolve the issue, I would have happily remained a customer.

This is particularly disappointing as I have previously purchased two mattresses from Otty and had expected a better level of customer service.

Unfortunately, this experience has resulted in the loss of a loyal customer.

Arrived in good time. Really comfortable and value for money. According to my watch, my sleep has improved too! 👍

The pillows are very firm but so comfortable for a good nights sleep

THIS THING FEELS LIKE ITS NEVER GONNA DIP PROPA SOLID

Prompt delivery. Excellent product.

I am really pleased with my Hybrid Pure refurbished double mattress. I find it really comfortable and a vast improvement on my previous old and lumpy mattress. Delivery was excellent
I was kept informed throughout. The delivery team were friendly and took my old mattress away without a fuss.