Dusk&Dawn Reviews 

Hey everyone, I just got incredible customer support from Vanessa and the folks at Dusk and Dawn. But the first thing I wanted to share was about their contact channels - Vanessa has always been very quick to get online and engage VIA THE ONLINE CHAT box. From my experience you can skip the email and phone channels as I never got through that way, but online chatting was great.
Back to the most recent support:
So back in Nov 2023 I made a few orders. I was nervous making such pretty big purchases online. It was their 100 day comfort change / return process that made me confident to go with them.
So be sure to read all their FAQ on how it works and make sure it suits your needs. We ended up wanting a different feel to how one of our units felt, the medium comfy was too firm somehow! But rather than follow exactly their normal process, we asked to do a straight up buy a different (4th) unit, get that sent up to us in Qld, then we would send the original unit back with the same courier, to them in Vic for a refund, and fix up the price difference. Vanessa checked w management and in less than 48 hours we got exactly what we wanted, all via online chat!
This saved potentially a lot of time and carbon and relying on hope that the adjusted unit was going to be how we wanted, which you can't know until it would've arrived.
So they didn't have to do that, but for a bunch of reasons it was a fair request, and lo and behold, that's what they did. In my experience, that is the best customer support I can remember, hence 5 stars :- )
If you're still reading, just btw, 2 out of 3 units originally arrived as per their promised schedule, but one unit was temporary lost in transit I think. When we chased it up, via the online chat, it got followed up very quickly which was also pretty impressive.

We recently made the decision to go with Dusk and Dawn having looked a lot online at different mattress options . Dusk and dawn stood out as being Australian made, and also they don't package the mattress in a box - it's fully assembled. Delivery was quick and once we took the first lie down on it - wow! Most comfortable mattress I've ever slept on. Have showed the parents too who also felt how comfortable and supportive the mattress is. Also given I weight almost 100kg the edge support was important and the mattress delivers being quite strong at the edge. Would defs go back to them for any future mattresses

I purchased a signature in a comfy medium and it was the best decision I made to make the switch from my 13 year old mattress. I never realised how big of a difference a mattress makes.

Delivery with smooth and benefit was I was able to choose my own time which was super handy as I work 9-5.

Thank you dusk and dawn and particularly Vanessa for helping me choose the right comfort type.

It has been a few months now & I’ve followed all the rotating instructions and the mattress seems to be getting better & better. I ordered the Plush Premiere & due to an achey body I wanted just a little more comfort. It was no problem- I asked for & got Ultra Plush all in just one day! Prompt pick up & return in the evening. This mattress is very comfortable but one is still aware of the inbuilt support. It’s not too hot either.
Well done Dusk and Dawn on producing such quality mattresses. Great you are an Aussie business!

Please DO NOT BUY from this company. Placed an order Sept 8 and was promised 7-10 working days delivery…. which was super important to my partner and I as we were moving to Sydney, coming from another country. After 15 working days and no communication, we called Dusk&Dawn 5 times+ and sent 1 email for an update, no response. At 3.5 weeks the bed arrives, BUT wait thats not the end, the bed base we ordered was no where to be seen — till now (October 10) no communication or update on the base and still waiting for delivery, IF it’s even actually on its way. If i could give 0 STARS I would for the poor customer service and misleading advertising - better off spending your money on Ecosa or Emma.

Update: base has now arrived Oct 20. So unless you’re willing to wait 1 month & 2 weeks for your order, not worth it.

I love my Dusk&Dawn Mattress. The purchasing process was super easy and a lot different to other purchasing experiences. Delivery was quick, and the comfort is incredible!

Horrible experience, took almost two months to deliver despite site claiming 'up to 2-4 weeks'. Customer service team is friendly and tries to help, but they have their hands tied by the trash shipping partners that Dusk & Dawn utlise. They don't even have a tracking service, so you're left in the wind for 2 months hoping that something arrives at your door.

In addition to this, if you want to claim their firmness change (which was no easy feat requiring several follow up emails and calls to finally have something organised), they take your mattress away for 14 days to do so. Well that's what they claim but we all know it will turn into an almost two month ordeal, while in the mean time you're left with no mattress to sleep on. If it was going to be a few days for the change or even a week then fair play, but that's obviously not the case...

If they were clear about the above on their website, I wouldn't have any issues, but they claim 'Fast Shipping' with a 'tracking link' which is quite obviously dishonest, and by the looks of the reviews here I'm not the only one with this experience....

Despite the above, the mattress is a good quality Comfort Sleep product so can't go wrong. But that's a positive review for the manufacturers Comfort Sleep, not Dusk & Dawn.

If you can put up with the above then go your hardest, otherwise I'd find a different distributer of Comfort Sleep mattresses and buy from them...

I have had the mattress for 3 months now and it's been perfect. Everyone should be buying Australian Made & Owned!

At the time of placing the order my old mattress was sagging significantly causing me a lot of back pain, so getting the new bed ASAP was time-sensitive. Prior to placing my order, I went on live chat on the website to confirm delivery date and time, and if there were any differences to the '7 - 10' business days advertised for the signature series mattress in Queen. I was advised at that time that "The delivery time is approximately 7- 10 working days :)"

I placed my order on the 4th of November. On the 7th business day since the order (15th of November), I received another email from support with the subject "Delay in delivery". This email read "We would just like to advise you that there has been a slight delay in delivery for your order. It will be arriving next week into QLD and the depot will call or SMS you to organise a delivery time."

Tuesday the 22nd of November (12 business days after placing the order) I went on live chat asking for an update on the delivery. Vanessa advised me "Hi Guy, Vanessa here. I have contacted the transport. I may not get a response today. I will email you with an update when they respond :)"

Then on Thursday the 24th of November, after not receiving any further communication from Vanessa, I reached out again via live chat on the website. "Hi Guy! Vanessa here! I will contact the transport team now. I will let you know by today :)"... this raised the question of whether the transport company was ever contacted two days prior.

The transport company then advised me that they couldn't deliver the mattress "this week" and that the earliest they could deliver would be the following Monday (the 28th).

Delivery day came and after being told I would receive an sms prior to delivery, I didn't, and the mattress was left outside.

The process of getting the mattress in the house damaged the frame. To their credit, Dusk and Dawn replaced the damaged frame at no additional cost.

I slept on the mattress for two months, but still had back pain and didn't find it the most comfortable. This was the 'Comfy medium' Queen Signature mattress (the best they offer).

Around 60 days into trying the mattress I reached out to Dusk & Dawn to try the Plush version (as this is within the 100 days advertised swap) on Jan 23rd. I was sent a link to a Google form to fill out the next day, which I did and then emailed back advising I had done so (Jan 26). On Jan 31, I then receive an email apologising for the delay, advising comfort changes would take 7 - 12 business days to make and that someone would contact me shortly to arrange pickup.

At the time of purchase I was unaware comfort changes would require taking the mattress away leaving me with nothing. Fair game, I guess that's the process.

I then hear absolutely nothing. By Feb 10, 10 days later, I send an email asking what was going on, concerned that given the lack of basic customer service they wouldn't be around in 10 years to honor any sort of warranty. The following day I receive an email apologising for the delay and 'experience you have had so far'. I am told that they would like to make it up to me by sending me a brand new mattress to trial in plush. "Therefore once the new item arrives we will take the old one away."

Okay, great. At this point they're going to send me a new plush to try and take the old one away. Then days go by. Then weeks go by. It's now the 5th or march, 3 weeks after they advised they'd send a new mattress with zero word from them. I have emailed requesting to return the mattress. I am concerned they won't be around in a year, let alone 10 to honor a warranty if the mattress was of poor quality.

All in all I have had an extremely disappointing experience with Dusk&Dawn to date, and even considering the 100 night trial convenience I don't think I'd buy an online mattress again. The quality is not there for what you pay, and the customer service you receive is abysmal. To think I could have just gone into somewhere like Harvey Norman, tried 20+ different mattresses, picked one out and taken it home that day 😫.

After much deliberation and emails back and forth about after-sales service, we finally decided to proceed to purchase the King Sized Comfy Medium mattress.

It arrived quickly and was easy to unwrap and install. At first, we thought we'd ordered the firm, because it was incredibly firm. However, very quickly it definitely feels like a comfy medium, but on the firmer side of medium.

One reason we purchased this mattress was the promise of a cooler sleep. I sleep super hot - always did, then menopause kicked in. I will say that the mattress isn't nearly as hot as many I've slept on, but it still does retain some heat. It could just be me - like I said, I sleep super hot.

Overall, we're very happy with this purchase. There's almost no notice of movement between the two of us, which is great, because we often don't go to sleep or get up at the same time. It has also been fabulous for our back health, providing much better support than we had had, and also rejuvenating our backs overnight, even when we go to sleep with fatigued feeling in the lower back especially.

The service was excellent.
I am very elderly so unfortunately the mattress was too hight for me.
Refund was prompt.

I had been tossing up between this and the sleeping duck and decided to go with this due not being in a box and not wanting to use a sleeping duck base, plus Aussie materials was a plus in my book.

Quite easy to order with no dramas which I bought in April 2022. Took roughly 5-7 business days which roughly cost what they said on the website.

From the first night, it was a decent sleep and quite the upgrade from our last mattress which had sagged to kingdom come. 6 months on and it’s still a decent sleep, still supportive in all areas and wake up mostly refreshed.

Only sticking point for me, have to follow the rotation guide pretty thoroughly as the mattress does impression quite a bit, wife and I still try to even it out being a king. At first I was like, dang it’s sagging like the rest, but it’s just the top as the mattress still feels great the springs are supportive where my last mattress, couldn’t feel any support from the springs and hard rock feeling after less than a year.

I bought this mattress in March 2022. It’s a well made mattress but it’s too soft and not what I had planned on based on what the sales rep said. I think it’s going to sink in the middle too as it’s softer there than on both sides and it’s only November 2022 now I purchased in March. I’m only 50kg so as much as I can see it’s a luxurious mattress it’s not firm enough for me. I wish you had a show room. Moving forward I wouldn’t spend $$$ I got ‘the signature mattress’ on a product I hadn’t tried.

great price, great quality, great support. no longer need a pillow to higher my knees to release the pressure of my lower back.

great experience from the Dusk & Dawn site /Team - have had a few months to get used to my bed and I love it !

We have had our bed for nearly a year and we find it very comfortable. It is easy to maneuver & still looks great. We are very happy with the quality.

We purchased both the signature and the premier mattresses in king and queen respectively and they are both fantastic - very comfortable and very supportive. The customer service and delivery were excellent, and they also dealt very swiftly with a firmness change from medium to soft for one of the mattresses. Australian manufacturing too!

I had lots of back problems that manifest themselves at night. Replacing our old mattress with a Dusk&Dawn mattress has made all the difference! No more pain and I wake up rested!

I bought the bed about April this year. It is comfortable so far. I bought the plush version, I thought it would be softer. The shipment was extra long as the information saying it was in stock was incorrect. I can’t look back at the purchase information as my email is not being recognised when I attempted to log in. A big influence on my purchase was the Australian made factor. Communication is extremely limited and mostly unavailable with the manufacturer.

After much research we settled on Dusk& Dawn. I have a lot of Arthritis so getting the mattress right was big for us. We ordererd the Comfy Medium.
The mattress is very comfortable and has nice firm sides, we're both having a great night's sleep. It definitely minimises partner disturbance. We're also really pleased it's made in Australia so we could support a local business. I didn't receive a lot of communication but all was well, they were getting on with the business of making our mattress. Overall, yes glad we picked Dusk & Dawn and I would buy one again.