The Sleep Company · Beddings

The Sleep Company Beddings: customer care and complaint escalation

The Sleep Company customer care

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The Sleep Company Beddings: troubleshooting and FAQs

Troubleshooting tips and frequently asked questions for The Sleep Company Beddings.

Troubleshooting tips

  • If your SmartGRID mattress feels too firm, try sleeping on it for a few nights to allow the grid to adapt to your body temperature and shape. The SmartGRID technology is designed to soften with body heat, so give it time to adjust.
  • For bed sheets that feel rough after washing, avoid using fabric softeners and high heat drying. Instead, wash in cold water and air dry or tumble dry on low to maintain softness and prevent pilling.
  • If your pillow loses its shape, fluff it daily and avoid folding or compressing it during storage. For SmartGRID pillows, ensure you are using the correct side (the grid side) for optimal support and cooling.

Frequently asked questions

How long does it take to get used to a SmartGRID mattress?

Most customers adapt within a few nights. The SmartGRID material responds to body heat and pressure, so it becomes more comfortable as you sleep. If you experience persistent discomfort, contact our support team at care@thesleepcompany.in for personalized advice.

What is the warranty on The Sleep Company bedding products?

Our mattresses come with a 10-year warranty, and pillows and bedding accessories have a 1-year warranty against manufacturing defects. For warranty claims, email us at care@thesleepcompany.in with your order details. We typically resolve claims within 7-10 business days.

How do I clean my SmartGRID pillow?

The SmartGRID pillow cover is removable and machine washable. Wash in cold water on a gentle cycle and air dry. Do not machine dry or iron the pillow itself. For stains on the grid, spot clean with mild soap and water. For further assistance, contact care@thesleepcompany.in.

How to escalate a complaint with The Sleep Company

If the first response isn’t good enough, here’s the path to a resolution.

The Sleep Company, operated by Comfort Grid Technologies Private Limited, is an Indian mattress brand. For unresolved issues, escalate from customer care to internal grievance officers, then to external consumer forums.

  1. Contact Customer Care

    Reach out to The Sleep Company's customer support via email or phone for initial resolution of your complaint.

    Customer Care Email
    care@thesleepcompany.in Primary contact for complaints and support.
    Customer Care Phone
    +91-9811981911 Available daily between 9:30 AM to 9:00 PM.
    • Keep your order ID, invoice copy, and relevant details ready when contacting support.
    • If your issue is not resolved within 7 working days, proceed to the next escalation step.

  2. Escalate to Internal Grievance Officer

    If customer care fails to resolve your issue, escalate to the company's internal escalation team or grievance officer.

    Escalation Email
    escalations@thesleepcompany.in Use this for complaints not resolved within 7 working days.
    Grievance Officer Email
    jamian@thesleepcompany.in Grievance officer for privacy-related complaints; may also handle escalated issues.
    • Clearly state that you are escalating an unresolved complaint and provide all previous communication references.
    • If the grievance officer does not respond within a reasonable time, consider external escalation.
    We can draft this escalation for you →

  3. External Consumer Forum / Regulator

    If internal escalation fails, file a complaint with India's consumer protection authorities or relevant sector regulator.

    National Consumer Helpline
    1915 Toll-free helpline for consumer complaints in India.
    Consumer Helpline Website
    https://consumerhelpline.gov.in Online portal for filing consumer complaints.
    • You can file a complaint with the Consumer Commission under the Consumer Protection Act, 2019, for claims up to ₹1 crore.
    • For e-commerce issues, you may also approach the relevant sector regulator if applicable (e.g., Ministry of Consumer Affairs).

Tips for a stronger escalation

  • Document all communications, including emails, call logs, and order details, for reference.
  • Always escalate in writing, clearly stating your complaint and desired resolution.
  • Keep a timeline of events and note any promised resolution dates.
  • If contacting via phone, note the date, time, and name of the representative.
  • Check the company's grievance redressal policy on their website for specific escalation procedures.
  • For unresolved issues, consider filing a complaint on the National Consumer Helpline portal.

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