Ordering was easy.The notification of the mattress being handed over to the delivery people was prompt by the next day. However there was no communication by the deliver... See more
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Review summary
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Reviews shaping this summary
Almost everything was 5 star - but the guys came to take away our old mattress 2 days before the new one was delivered. We decided it was easier to go with this and sleep in the spare room for a coupl... See more
One week of sleeping on my new Otty mattress, after letting it ‘acclimatise’ for 4 days. The European Double fits my bed perfectly, no more stuffing the end with bolster cushions or having the sides d... See more
I bought my charcoal and bamboo mattress a few years back and it's been reasonable. This time I needed something a bit firmer as that one dipped in the middle after a year or two. I bought the ot... See more
Company replied
Company details
Written by the company
At OTTY Sleep, our mission is simple: to help people sleep better. We believe great sleep should be accessible to everyone, which is why we design high-quality mattresses and sleep products that combine innovative materials, comfort, and durability at a fair price. OTTY was created with a focus on performance and support. Our mattresses are engineered using advanced hybrid technology, combining supportive pocket springs with pressure-relieving foam layers to deliver comfort, breathability, and long-lasting support. Every product we create is carefully developed to improve sleep quality and help our customers wake up feeling refreshed. As a direct-to-consumer brand, we focus on delivering excellent value without compromising on quality. By selling online and working closely with our manufacturing partners, we’re able to keep costs down while maintaining strict quality standards. Customer experience is at the heart of everything we do. From helpful advice when choosing the right mattress to responsive after-sales support, our team works hard to ensure every customer has a positive experience with OTTY. Thousands of customers across the UK trust OTTY to help them get a better night’s sleep, and we’re proud to continue improving our products and service based on their feedback. Because at the end of the day, better sleep leads to better days.
OTTY Mattress – Premium Sleep, Designed in the UK
Written by the company
- 100-Night Trial – Try Risk-Free at Home
- Try it for 100 nights. Sleep on your OTTY mattress at home for up to 100 nights. If you don’t love it, we’ll collect it for free and give you a full refund — no questions asked.
- Fast & Professional Delivery
- We offer free delivery in 3–5 working days across the UK. In a hurry? Choose next-day delivery at checkout for a small additional fee.
- Delivery Made Easy – Voted Best Mattress by The Guardian 2025
- We don’t always buy into every review site, but Which? is a trusted, independent organisation known for rigorous, unbiased testing. They awarded the OTTY Original Hybrid their Best Buy Mattress 2021, and the Aura mattress earned the same title in 2022. And it's not just Which? — The Guardian also named OTTY the Best Mattress of 2025, reinforcing our commitment to comfort, quality, and value
10 Year Guarantee
OTTY is designed to provide great quality sleep for over 10 years!
Our mattress has been designed to last.
All components used in the production are made directly at our factory, ensuring highest quality control procedures can be kept at all times.
OTTY is guaranteed to last for 10 years and we will replace any product that doesn't.
Contact info
Unit 1, Nano Park, Pickering Street, LS12 2BJ, Leeds, United Kingdom
- 01133 202490
- hello@otty.com
- otty.com
3.8
Great
11K reviews
Replied to 79% of negative reviews
Typically replies within 1 week
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Delivery was a nightmare
Delivery was a nightmare, waited in all day for a mattress that didn't arrive, no explanation or apology from Otty or DX.
Customer service were unhelpful and rude, at this point I cancelled my order.
I would not recommend this company.
I can't leave feedback on the mattress as otherwise never materialised
20 April 2026
Reply from OTTY Sleep
Thank you for your feedback.
We are very sorry to hear about your experience and completely understand your frustration after waiting in all day for a delivery that did not arrive.
Unfortunately, on this occasion the delivery process and communication from the courier fell well below the standard we expect. We are also disappointed to hear that you felt unsupported when contacting customer service, as this is never the level of service we aim to provide.
We understand why you chose to cancel your order and sincerely apologise for the inconvenience and disappointment caused throughout the process.
Your feedback has been noted internally and will be reviewed with both our customer service and delivery partners to help prevent similar experiences in future.
We wish you all the best moving forward.
Haven’t received the mattress yet but…
Haven’t received the mattress yet but frustrated in the delivery experience. Wanted a specific date for move in, it said that courier would be in touch to arrange a date (they weren’t). They simply sent a message saying bed is coming on x date, you can select another date here. When I visited the date I wanted wasn’t available. OTTY have odd hours and seem uncontactable. The delivery company never answers phone or replies to emails. Hate wasting time chasing people, probably wouldn’t order from them again.
Edit; sent them an enquiry like they requested. It’s been 24 hours and nobody got back to me. This is a hopeless experience wasting everybody’s time. They have my order number on trustpilot, they could have fixed this up. Downgrading to 1 star. Avoid this company.
4 May 2026
Unprompted review
Reply from OTTY Sleep
Hi Alex,
Thanks for your feedback.
If you require a specific delivery date, this does need to be arranged after placing your order by contacting our customer service team, as outlined on our website. Delivery dates offered by the courier are based on their availability, which is why not all dates will appear as options.
Our opening hours are clearly displayed online, and we also offer a daily live chat service where messages can be passed directly to the customer service team if needed.
Kind regards,
OTTY Sleep
Communication slow customer service…
Communication slow customer service useless. Order not picked up and then not despatched when they said it would be delivered. Overall completely useless and that’s the polite version
16 April 2026
Reply from OTTY Sleep
Hi John,
We’re sorry to hear about your experience and appreciate you taking the time to share your feedback.
To clarify, this order was for a pillow and was processed within our usual timeframe. Unfortunately, the delay occurred because DPD did not collect the parcel from our warehouse as scheduled, which is outside of our direct control. As soon as we identified the issue, we arranged a re-collection and provided an updated delivery estimate.
Following your request, we then cancelled and refunded the order in full the next working day.
We completely understand the frustration caused by delays, however we do ask that communication remains respectful toward our team, who were actively trying to resolve the issue as quickly as possible.
We apologise again for the inconvenience caused and appreciate your understanding.
— OTTY Customer Service Team
Efficient and effective!
Delivery in 5 days, brought to the bedroom, old mattress removed!
We were tentative, it’s so different to what we are used to. 2 weeks on I already feel a difference! I used to have to launch myself out of bed, now it’s easier, and the ache in my hip seems to be improving … feeling good about the purchase.
10 April 2026
Super comfy sleep
Super comfy sleep, so glad we made the upgrade on our mattress. We got it with the pillows and the duvet too. Pillows are so comfortable and supportive. Duvet is well made and relatively heavy-wight. Runs slightly too warm for my preferences, but it's not quite warm enough to switch to the 3.5 yet. Overall though really pleased.
6 April 2026
Total satisfaction
Ordering was easy.
Goods were of the highest quality and delivery was very quick.
2 March 2026
Fantastic product & service
Really happy with our purchase. The third party delivery guys were not great but I mentioned to Otty and they responded within 20 mins with a full refund for the delivery fee. Now that's service. The mattress itself is wonderful too. Highly recommend
15 January 2026
Unprompted review
Wake up every morning in horrendous…
**Reply to Otty**
As you can see from my review I have accepted that I was 3 days out of the 100 night period and accepted responsibility as a miscalculation. You asked me for a picture of the mattress being softer than advertised. To which you can imagine my response of how can I take a picture of how soft something is by taking the top cover off and picturing the mattress? My fiancée has never suffered with a bad back until we have had this mattress. I gave it what I thought was the full time frame as you said it could just be an adjustment period but as far as a 7/10 firmness I would rate it as a 5/10 so maybe advertise as a soft to medium.
Wake up every morning in horrendous pain with this mattress. Has to be paid advertising for the good reviews because it is far softer than advertised. 100 night free trial that I missed my 3 days to send back and my own fault I miscalculated the days as I wanted to give it a chance to see if the good reviews were correct. Unfortunately stuck with it due to how expensive the world has become and not being able to replace right now. Waking up every morning at 4am in agony and can’t get a good sleep which is really starting to effect my mental health. Really would not recommend.
11 December 2025
Unprompted review
Reply from OTTY Sleep
Hi Josh,
Thank you for your feedback.
We can see that you contacted us on 13th March regarding back pain and at that time you were looking for a solution rather than a return. We responded requesting images of the mattress so we could investigate any potential issue, but unfortunately we did not receive these, so we were unable to assess this further.
We also advised that this could be related to comfort preference, as firmness is subjective and can vary from person to person.
We offer a 100-night sleep trial (just over 3 months) specifically so customers have sufficient time to assess the mattress and return it for a full refund if it is not suitable. Based on your comments about ongoing discomfort, we would have expected a return request to be raised within that trial period, however we have no record of this.
As with all brands, we apply our trial terms consistently and are unable to accept returns outside of this window.
Kind regards,
OTTY Sleep Team
Bought the firm/extra firm mattress
Bought the firm/extra firm mattress. Even the extra firm side is too soft and develops a pronounced dip by the end of the night. Has not helped my back at all as its most painful on waking. I weight 9st so its not dipping because I'm heavy.
27 April 2026
Unprompted review
Item delivered within the time scalesuperb comfort.
Item delivered within the time scale. Was nervous at first as the pillow seemed very firm. Slept like a log on the first night and ever since. I sleep on my back and side and have a prolapsed disc. The pillow accommodates both positions and relieves the pain in my back. Superb product, cannot recommend highly enough.
13 April 2026
Quality products
Lovely staff, Angie was so helpful. Had issues with their carrier which was resolved. Didn't reply to my emails so phone calls were necessary. Great quality products
13 April 2026
Efficient delivery of a great product
From ordering to delivery was quick and the communication was good. Delivery was great and I am very happy with the product. I am already sleeping much better.
9 April 2026
Fabulous mattress and pillows
Fabulous mattress and pillows. Sleeping better and feeling great
13 April 2026
No more bad back!
Bought a single for our 14year old who was complaining of a bad back. She loves her Otty and her aches have gone.
10 April 2026
Great product, terrible customer service
The pillow, when I finally received it, is really excellent, very comfortable. Unfortunately the company's customer service is dreadful. They use a very poor courier that is uncontactable if there is a problem, and when I phoned the company, the person I spoke to was abominably rude. Personally I would never buy from this company again.
7 April 2026
Stay away from this company
Stay away from this company. Their delivery drivers miss appointments with no update and lie about missed appointments. I would never purchase from Otty again.
1 April 2026
Unprompted review
Great pillows…
I bought 2 Otty pillows for my husband and myself we Love them and have slept better since purchasing them, excellent product
9 April 2026
Excellent customer service
Easy telephone access to very helpful customer service staff. Order process very efficient. New mattress and pillows delivered within 4-5 days. Old mattresses taken away at same time was a bonus. All good, would definitely recommend. Oh yes, and we’re very pleased with new mattress and pillows too!
8 April 2026
I have yet to receive the mattress…
I have yet to receive the mattress ordered and haerd nothing from the courier. I have had very little help with enquiries to Otty directly.
8 April 2026
Reply from OTTY Sleep
Hi Fergus,
We’re really sorry to hear this and completely understand your frustration.
We’re currently looking into the delay with your order, and one of our team will be reaching out to you shortly to provide an update and get this resolved as quickly as possible.
In the meantime, if you’d like to speak to us directly, please feel free to contact us at cs@otty.com or call 01133 202490.
Kind regards,
OTTY Sleep
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