100-Day Trial? Not Really! My Painful Experience. Review on Sleep Company Mattresses

I had a deeply disappointing experience with The Sleep Company and feel compelled to share my ordeal to prevent others from facing the same frustration.

I purchased a mattress from them with high expectations, but unfortunately, it turned into a regrettable decision. After using the mattress for 78 days, I started experiencing discomfort and reached out to their support team to initiate a return as part of their advertised 100-day trial period. Instead of honoring their return policy, I was subjected to a series of impractical and unreasonable suggestions. First, they suggested providing a topper for the mattress, which I clearly declined because my bed height was already quite high. Then, they advised me to sleep in the reverse direction—placing my head where my legs usually are and vice versa—which made no sense given the mattress design.

Despite my reservations, I still tried their suggestions for a few more days, hoping it would work. Unfortunately, it didn't, and my back pain worsened. When I finally decided to proceed with the return, I contacted them on the 101st day—just one day past their 100-day return policy. I explained the situation over email, expecting some consideration given the circumstances.

However, instead of understanding my concerns, their team started calling me randomly without any regard for my availability. Even when I shared specific time slots for calls via email, they ignored my request and continued calling at odd times. Eventually, they closed my case without genuinely listening to my side of the story.

Now, I'm stuck with an orthopedic mattress that is causing me back pain, and as a middle-class family member, I cannot afford to replace it. This entire experience has left me feeling helpless and betrayed by a brand I trusted.

I urge The Sleep Company to reconsider their approach to customer support. Instead of making random calls, they should respect customers' schedules and arrange calls based on the provided availability. Additionally, a more empathetic and flexible approach to their return policy would go a long way in building customer trust.

I hope this review helps others make an informed decision and encourages The Sleep Company to improve their customer service practices.