Reply from SomnoraOct 3, 2026
Hi there,
Thank you for your feedback. Since this review contains several factual inaccuracies that may mislead other customers reading this, we want to address them directly and transparently.
On the claim that Somnora is a drop shipper:
Somnora is not a drop shipper. We are a brand that develops, markets, warranties, and supports its own product line, with a dedicated customer service team, a 100-night guarantee, and ongoing product development.
Like most DTC brands in the sleep and bedding category (including Casper, Purple, and many others), our products are manufactured overseas and shipped from our international fulfillment partner to customers in the US, UK, Canada, Australia, and other markets. This is a logistics choice, not drop shipping. As Somnora grows, expanding our fulfillment network with regional warehouses closer to our main markets (starting with the US) is part of our operational roadmap.
On the claim that our reviews are AI-generated:
All reviews on our Trustpilot profile are verified by Trustpilot itself, through their own review verification system, which checks that reviewers have had a genuine purchase experience. The reviews you see here come from real customers who received real products.
On the claim that our customer service responses are AI-generated:
Our customer support team is made up of real people who personally handle every ticket, every response, and every refund request. There is no AI responding to our customers, every email is written by a human on our team.
A quick look at our other verified Trustpilot reviews shows numerous customers specifically praising our customer service for being responsive, polite, and helpful. These are all verified reviews from real customers, so dismissing our team's work as automated is both factually incorrect and unfair to the people doing it.
On the claim that our return process is "designed to be difficult":
Our refund process is actually very simple. It requires one short email exchange where we ask the customer the reason for the return (so we can continue improving the product), and then we proceed with the refund. No forms to fill out, no return shipping to handle, no runaround. We encourage anyone reading this to judge the process for themselves.
On your refund:
If your refund has not been processed to your satisfaction, please reach out to us again at [email protected] and we will make sure your case is resolved properly.
Sleep well,
The Somnora Team
