The Sleep Company · Chairs

The Sleep Company Chairs: customer care and complaint escalation

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The Sleep Company Chairs: troubleshooting and FAQs

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

Troubleshooting tips

  • If your SmartGRID chair makes squeaking noises, apply a small amount of silicone lubricant to the moving parts and gas lift mechanism. Avoid using oil-based lubricants as they can attract dust.
  • For chairs with adjustable armrests that feel loose, tighten the screws underneath using an Allen key. If the problem persists, contact The Sleep Company support for replacement parts.
  • If the chair's recline function is not working smoothly, check if the tilt tension knob is adjusted correctly. Turn it clockwise to increase resistance or counterclockwise to decrease it.
  • To clean the SmartGRID mesh, use a soft brush or vacuum with a brush attachment to remove dust. For stains, gently dab with a mild soap solution and let it air dry.
  • If the chair's base wheels are not rolling smoothly, remove any tangled hair or debris from the wheel casters. Clean them with a damp cloth and ensure they are properly snapped in.

Frequently asked questions

How long does it take to get a replacement part for my SmartGRID chair?

Replacement parts are typically shipped within 3-5 business days after your request is verified. You can contact The Sleep Company at care@thesleepcompany.in for assistance.

What should I do if my chair's gas lift fails?

If your gas lift fails, please stop using the chair and contact our support team at care@thesleepcompany.in. We will arrange a replacement or repair within 7-10 business days.

How do I claim warranty for my chair?

To claim warranty, email us at care@thesleepcompany.in with your order ID, a video/photo of the issue, and a description. Our team will guide you through the process within 48 hours.

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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