The Sleep Company · Cushion

The Sleep Company Cushion: customer care and complaint escalation

The Sleep Company customer care

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The Sleep Company Cushion: troubleshooting and FAQs

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

Troubleshooting tips

  • If your cushion feels too firm, try placing it in a warm, sunny spot for a few hours to soften the memory foam, or gently knead the surface to break in the material.
  • For a cushion that has lost its shape, fluff it by hand and leave it uncompressed for 24 hours to allow the foam to expand back to its original form.
  • To remove stains from your cushion cover, spot clean with a mild detergent and cold water, then air dry completely before reusing. Avoid machine washing unless the care label permits.
  • If your cushion develops an odor, sprinkle baking soda over it, let it sit for 15 minutes, then vacuum thoroughly. This helps neutralize trapped moisture and smells.
  • When your cushion feels too flat, consider adding a layer of supportive fiberfill or use a cushion insert with higher density to restore loft.

Frequently asked questions

How do I clean my The Sleep Company cushion?

Spot clean with mild detergent and cold water, then air dry. Avoid machine washing unless the care label says otherwise. For deeper cleaning, consult care instructions or contact care@thesleepcompany.in.

My cushion has lost its shape. What should I do?

Fluff the cushion by hand and leave it uncompressed for 24 hours. If the issue persists, it may be a manufacturing defect. Contact care@thesleepcompany.in for support within the warranty period.

How long does it take to get a replacement for a defective cushion?

Once your issue is verified, replacements are typically processed within 7-10 business days. For urgent cases, reach out to care@thesleepcompany.in with your order details.

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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