The Sleep Company · Recliner Sofa

The Sleep Company Recliner Sofa: customer care and complaint escalation

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The Sleep Company Recliner Sofa: troubleshooting and FAQs

Troubleshooting tips and frequently asked questions for The Sleep Company Recliner Sofa.

Troubleshooting tips

  • If your recliner sofa is not reclining smoothly, check for any obstructions under the sofa and ensure the reclining mechanism is free from debris. Lubricate the moving parts with a silicone-based lubricant as per the user manual.
  • For a recliner that makes squeaking noises, tighten all visible screws and bolts on the frame and mechanism. If the noise persists, contact The Sleep Company support for a professional inspection.
  • If the recliner's footrest is not staying up, verify that the locking mechanism is engaged properly. Sometimes, a gentle push while pulling the lever can help. If it still fails, there may be a worn-out latch that needs replacement.
  • To maintain the fabric or leather of your recliner, clean it regularly with a soft, dry cloth. Avoid using harsh chemicals. For stains, use a mild soap solution and blot gently.
  • If the recliner's backrest is not reclining fully, check if the handle or lever is fully pulled. Also, ensure that the sofa is placed at least 6 inches away from the wall to allow full recline.

Frequently asked questions

How do I troubleshoot a recliner sofa that won't recline?

First, check for any obstructions under the sofa and ensure the mechanism is free of debris. Lubricate moving parts with silicone-based lubricant. If the issue persists, contact The Sleep Company support at care@thesleepcompany.in for further assistance.

What should I do if my recliner sofa makes noise?

Tighten all visible screws and bolts on the frame and mechanism. If noise continues, contact The Sleep Company support for professional inspection. You can reach us at care@thesleepcompany.in.

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

Replacement parts are typically dispatched within 5-7 business days after confirmation. For urgent cases, please contact our support team at care@thesleepcompany.in for expedited options.

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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