Unisprings — Local services in Jurong East

Extremely Firm Mattress and Pillows, Disappointing Sales Pitch and After-Sales Service

We recently purchased a Maxcoil Grand Comfort 2 mattress (queen), Maxcoil Neck Shield pillows, and a mattress protector (non-waterproof) for $2799, including a storage bed base, from Unisprings at IMM Gallery in Singapore, assisted by a salesperson named Jasmine. Unfortunately, our experience has been frustrating from the moment of delivery.

The mattress is way firmer than what we experienced in the showroom. Despite Jasmine assuring us that the mattress would be comfortable, the one we received felt uncomfortably hard and a far cry from the medium firm mattress we like. After contacting the store, Jasmine explained in the after-sales call that the firmness is because the mattress and pillows are “not seasoned,” and this was why they were able to deliver the mattress within 5 days. However, this reasoning is irrelevant in our case because we made our purchase on 21 September and had our delivery on 12 October. Even other brands, which may require more lead time, would have had their mattresses ready for delivery by that date, and they would have been more seasoned.

The pillows are also problematic. They are much thicker and firmer than what was demonstrated in the showroom, causing us both neck pain and really bad sleep after just two nights of use. For pillows that were pitched as “hotel-quality,” the discomfort they caused was extremely disappointing.

To make matters worse, the after-sales support has been poor. We have texted them of the situation after the first night of use and their only response (via phone call) was that the mattress and pillows need time to soften, but no clear timeline or helpful alternatives were offered. This is unacceptable given the price we paid. Honestly, we could have gotten an IKEA mattress and pillows for far less money, with better immediate comfort.

We feel misled by the comparisons Jasmine made to other premium brands like Sleepnight, King Koil, and Simmons. She emphasized that Maxcoil offered the best value for our budget, but we regret making this purchase. We’re writing this review to caution others about both the sales process and the lackluster after-sales service...

Bad service from Eric and Unisprings. I bought a mattress with a latex topper a few months ago. I was looking for a mattress and Eric recommended the mattress with latex topper as being cooling and will not make me feel hot, that their latex is natural and won’t trap heat. I told him I used a latex topper before and it made me lose sleep because it generated a lot of heat for me but he simply went on with his speech about how his latex is cooling and his customers all agreed and didn’t complain. Didn’t stop to listen to my concerns and needs and try to help me choose the best mattress.

The mattress turned out to trap so much heat and made me wake up 9-10 times at night and unable to have a good night’s sleep. I didn’t complain, just endured because I don’t like to do so, and I was sleeping on that mattress twice a week, not every night.

2 weeks ago, I finally decided to call Eric to complain and see if he can do anything to help me with this situation. He was dismissing and rambled on that none of his customers complained about heat and how the latex is natural and cooling and so on, as if I was lying. He talked on and on didnt let me put in a word. Didn’t offer any useful solution, no exchange, no trade in, warranty won’t cover that, just left me in the lurch. I spent more than 1.4k and they didn’t bother with the aftercare, wasn’t sympathetic or apologetic. Just blamed me for not bringing the mattress back within the first day to exchange, told me to give it away and get another, buy another topper or flip the mattress around to sleep on the hard side.

I already spent more than 1.4k and don’t want to waste more money unnecessarily. Now I have to spend hundreds more (cooling mattress protector, topper) to try to keep the mattress in use.

I will never buy from...

From our first step into Unisprings to delivery, our entire experience was sublime. They were very accommodating to our needs and were not pushy at all. The mattress is on a whole new level. For price we paid (3K), the comfort is on par or better than the 4-5K mattress from the other big brands.

Besides the comfort, what I was most impressed by was their service. My wife had a bed frame design in mind which they did not have in hand as it wasn't a popular model. Thus, my wife settled on another frame and we were already about to make the payment. Jay who was attending to us had already written our the order. While completing the order form, he suddenly realised that he may have the design in another catalogue that they had and checked it before finalising the payment. To our pleasant surprise, it was exactly what my wife had wanted and we were thrilled. He could have just let us make the payment and continued with his day. But no, he mad the effort to help us get what we wanted. This action goes to show how much Unisprings cares about their customers. Will always be a loyal customers from now on and would encourage anyone looking for mattress or bedframes to get it from them. Also, the finished product is of very high quality and we've had our best sleep ever on these beds.

Aftersales is also great. JJ had messaged me to check if everything was okay with the delivery and was more than willing to address our questions. First class customer service. 100%...