I would like to share my recent experience with Sleep Company mattress. I have purchased the Sleep Company king size smart grid ortho mattress from Amazon.
As I am a side sleeper, I consulted Sleep Company customer care many times before proceed purchase and confirmed by the Sleep Company customer care that this mattress is very suitable for side sleepers and I will not have any issue. Accordingly, I purchased it trusting their expert recommendation. The mattress delivered on 27 Jan 2024. (Order id 408-9922338-4989961; Invoice no. XGH2-6695)
First impression: Unpacking and installation is no problem. Quality wise the mattress is not so premium as advertised. Finishing is also not good. Refer attached pics. Corners do not sit on the bed surface, corners are also not even as you can see clearly.
Sleep experience: After using 10 days continuously, I find it totally not suitable for side sleepers. I started having lower back pain and neck pain within 10 days of use. Customer care just fooled me on this. They just want to increase their nos. of sale. Trusting them was my first mistake. So, don’t go by just name. Try it before purchase specially for Sleep Company. I will tell you why.
I personally found this smart grid technology a total failure. It has a sticky sound whenever the smart grid is pressed or released. It makes it so cheap and gives an inorganic feeling.
2ndly the due to grid structure, the profile of the surface after you sleep is not smooth. Sudden vertical depth in profile near your hip or heel which makes it more uncomfortable and not good choice.
3rd the smart grid cannot hold at the edges. If you sit or sleep near the edges, it is very difficult and uncomfortable.
I was actually flown by their name and fake reviews over the YouTube and made this mistake. My first learning from this purchase.
Now that I found it not suitable for my health, I decided to return it. So, I first called Sleep Company Customer Care on 10th Feb 2024. They just denied to return as it is purchased from Amazon and asked me to contact Amazon Customer Care.
Note: The same Sleep Company Customer Care called me after delivery of the mattress and informed to contact Sleep Company CS and not Amazon in case of any issue with the product and also told Amazon is no more responsible for after sales issues.
Naturally, Amazon also denies their responsibility saying non-returnable item.
Note: Same mattress comes with 100 nights commitment by Sleep Company in their website but they have no commitment if you purchase else where although sold by same the Sleep Company. My question is how so? This is not a statement of a good brand. They got the Japanese technology but not their business ethics. This just a money minded cheap brand which will surely abolished from market in coming years.
This is 2nd learning: I recommend never purchase Sleep Company mattress. Even if you want to buy, NEVER purchase from Amazon. As it is NON RETURNABLE. It is a scam. They just sell you the mattress and deny their responsibility by giving excuse to each other.
Mattress is a long term commitment to your health and a middle class person cannot throw it even it gives you health issues as it is not cheap. Unfortunately, I am one of their victims of fraud Customer service.
So, based on my experience:
1. Money minded customer service of the Sleep Company. They just focus to sell to you any how. Once you purchase, it is your fault.
2. Worst after sales support. Do not expect anything. They entertain you untill you speak good of their product. When their turn comes to show their business commitment, they just skip their part. This is a magical part of Sleep Company Customer Service by saying "Anything else I can help you with."
3. Not good quality product compared to money spend. Smart grid technology is just eyewash.
4. Smart grid ortho definitely not good for side sleepers. It creates health issues. I personally did not find good for back sleepers though compare to other branded mattresses.
I DO NOT RECOMMEND THE SLEEP COMPANY MATTRESS TO ANYONE.