The Sleep Company · Pillow

The Sleep Company Pillow: customer care and complaint escalation

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The Sleep Company Pillow: troubleshooting and FAQs

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

Troubleshooting tips

  • If your pillow feels too firm, try placing it in a well-ventilated area for 24-48 hours to allow the Smart Grid technology to soften and adapt to your head and neck shape.
  • For persistent neck pain, ensure you are using the correct side of the pillow – the lower contour for back sleepers and the higher contour for side sleepers. Adjust your sleeping position accordingly.
  • If the pillow has an odor, remove the outer cover and hand wash it with mild detergent, then air dry. Do not machine wash or dry the inner core.
  • If the pillow feels too warm, use the breathable side of the pillow (if applicable) or place a cooling gel pad on top. The Smart Grid is designed to be breathable, but external factors like room temperature can affect comfort.
  • If the pillow loses its shape, fluff it by gently kneading and shaking it. Avoid folding or compressing it for long periods.

Frequently asked questions

How do I clean my The Sleep Company pillow?

Remove the outer cover and hand wash it with mild detergent, then air dry. Do not machine wash or dry the inner core. For the inner core, spot clean with a damp cloth and allow it to air dry completely.

My pillow feels too firm. What should I do?

Place the pillow in a well-ventilated area for 24-48 hours to allow the Smart Grid technology to soften and adapt. If it still feels too firm, ensure you are using the correct side for your sleeping position. For further assistance, contact our support at care@thesleepcompany.in.

How long does it take to get a replacement if my pillow is defective?

We typically process replacement requests within 3-5 business days after verification. Please reach out to care@thesleepcompany.in with your order details. Our support team will guide you through the process.

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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