Jay-Be Bio Cool Hybrid 2000 e-Pocket Mattress

Fantastic all rounder mattress. Medium firm, comfortable topper and keeps you cool, as it promises!

The Jay-Be mattress was advertised as “medium”, which I find extremely misleading. I wouldn’t even describe it as simply soft — it was exceptionally soft, sagging and provided very little support. Honestly, the mattress is so lacking in support that I question how it can reasonably be sold as suitable for sleeping on. The edge support was also so poor that I felt like I was slipping off when rolling towards the side. None of this was made clear enough in the product description. It gave me a bad back and I genuinely thought there was something wrong with the mattress. I contacted customer service wanting to exchange it, but the responses were blunt and unhelpful. After several emails, I was eventually offered a technician inspection. I then had to wait around two weeks for the technician, followed by another 12 days for the result, which I had to chase because nobody contacted me. Nothing was technically wrong with the mattress, but that completely missed the point — my issue was how it was advertised and the lack of support. By then, the process had already taken around a month. I then chose a different mattress to exchange it for, thinking the worst was finally over. It wasn’t. They sent the replacement to my old address without asking me to confirm my current address, despite the technician having already visited me at my new address. The delivery was rescheduled for the next day, so I wasted four hours waiting, received no updates, and eventually had to contact the delivery company myself — only to find out the mattress wasn’t coming. I was then told I would be contacted to arrange another delivery. Instead, I received an email on Monday telling me it would be delivered Tuesday, without anyone asking whether that suited me. People have work and plans — you shouldn’t just decide a delivery date for them after already wasting their time once. Throughout this whole experience, I felt like I was begging for a solution to something that should have been straightforward. I spent a significant amount of money on a mattress I couldn’t sleep on, and that money is now stuck as credit with Mattress Online. When buying a mattress online, you can’t know exactly how it will feel until you receive it. I expected exchanging it if it wasn’t suitable to be straightforward. Unfortunately, my experience has been the complete opposite. Be very careful what you order, because if you get it wrong, don’t expect fixing it — even the second time around — to be easy.

Excellent mattress . Very comfortable