Simba’s sleek marketing promises a premium sleep experience but sadly, that hasn’t been my reality. I initially purchased one of their Hybrid mattresses, but it began sagging significantly within a short time. There were deep dips of around 10 inches on both sides of the king-size bed, meaning two people end up sinking into trenches. It’s incredibly uncomfortable, especially for side and stomach sleepers, and absolutely not what you’d expect from a product positioned as “engineered for support.” They offered to upgrade me to the Ultra mattress to try, which I reluctantly accepted but it all went downhill from there. I had originally ordered a mattress for my home and, on a completely separate order, one for a friend. Despite clearly raising the return under my own order number, they somehow processed it under my friend’s, likely because they appear to manage returns by email address rather than by order number (a serious flaw). As a result, they attempted to deliver the replacement to my friend, not me. And despite repeated efforts to have them correct this and update their records, they continue to contact my friend still to redeliver. I’ve spent far too much time chasing them for answers. Their much-touted 24-hour response policy is simply not followed - emails are ignored, and when I do receive a reply, it’s unhelpful and fails to resolve anything. There’s been no ownership, no accountability, and no urgency throughout this process. It’s still an ongoing saga. Simba may be great at convincing people to buy but when it comes to returns, communication, or support, the experience is appalling. Deeply disappointing from start to finish. Don't buy a Simba mattress!