The Sleep People Limited Opiniones 

Respuesta de The Sleep People Limited

25 feb 2026

Thank you for taking the time to leave your review. We’re sorry to hear that you’re unhappy with your experience and would like to clarify the situation for transparency.

After you contacted us, our team followed standard procedure by requesting photographs of the mattress to assess the reported issue. Unfortunately, no images or evidence of a manufacturing fault were provided. You advised that the mattress only dipped when you were lying on it, which is normal behaviour for foam mattresses as they are designed to conform to body weight and shape. This does not indicate a manufacturing defect.

As the mattress had been opened and used, and no fault was identified, the issue was deemed to be related to comfort rather than a defect. As outlined in our terms and conditions, used mattresses cannot be accepted for a refund on comfort grounds.

Despite this, our team still offered a refund as a goodwill gesture, subject to the mattress being returned at the customer’s expense, as there was no confirmed manufacturing fault. Return costs are arranged independently by the customer, and from our experience typically range between £40–£50 depending on the carrier — we are unclear where the £200 figure mentioned has come from.

You declined the return option and have continued to state the mattress is faulty without providing the requested evidence. Our team has made multiple attempts to resolve the matter, however without either the return of the mattress or proof of a manufacturing defect, we are unable to proceed further.

We remain open to resolving this fairly should the requested evidence be provided or the return option be taken up.

Kind regards,
The Sleep People Customer Support Team

Respuesta de The Sleep People Limited

25 feb 2026

Hi J,

Thank you for the review! We are glad to hear that our couriers performed well in this instance, and we will make sure the positivity gets passed over to them. We hope that our mattress is now performing to your expectations!

Kind regards,
Megan

Respuesta de The Sleep People Limited

26 feb 2026

Hi Alex,

Thank you for your review, we are very glad to hear that your children are finding the mattress comfy! We pride ourself on being a family run, UK based company, we are happy to see this also resonates with our customers.

If you ever need any further help or have any questions or concerns, please don’t hesitate to reach out to us!

Kind regards,
Megan

Respuesta de The Sleep People Limited

26 feb 2026

Hi Benn,

Thank you for leaving us a 5 star review! We are glad to hear that you are happy with your all-around experience. We try our best to offer great value for money, and design each product with comfort in mind.

If you ever have any future questions or concerns, please feel free to get back in contact with us. We will always be happy to help!

Kind regards,
Megan

Respuesta de The Sleep People Limited

26 feb 2026

Hi Brian,

Thank you so much for taking the time to leave us a review. We are very happy to hear that you are enjoying your mattress and finding it comfortable. Our production team tries their best to get your order made, dispatched and delivered as soon as possible. We will make sure this praise gets passed through to them.

If you ever need any help in the future about this order or any others, please feel free to get back in contact with us. We will always be happy to help!

Kind regards,
Megan

Respuesta de The Sleep People Limited

26 feb 2026

Hi Lucie,

We’re glad to hear that our delivery process met your expectations. At The sleep People we are always trying our best to make sure we run as efficiently as possible. It’s great to hear that your daughter loves the mattress, even if the comfort level didn’t quite reach your personal preference. We always appreciate the honest feedback, as comfort can be subjective, and can help other customers make a decision on which model they may want.

If you ever have any future questions or concerns, please feel free to get back in contact with us. We will always be happy to help!

Kind regards,
Megan

Respuesta de The Sleep People Limited

26 feb 2026

Hi

Thank you for taking the time to leave us a review, we appreciate any feedback that we get. We’re happy to hear that you had a good experience with us here at the sleep people.

If you ever have any future questions or concerns, please feel free to get back in contact with us. We will always be happy to help!

Kind regards,
Megan

Respuesta de The Sleep People Limited

25 feb 2026

Hi Chanelle,

We apologise for all the issues that have been had with this mattress. The mattress has been returned to us, and we have opened an investigation to see what has happened here. This is not something that we ever want to happen to a customer going forwards, and we are going to make sure the correct action is put in place to prevent this.

A full refund was processed upon request, however if you have any further questions or concerns, please do not hesitate to reach out to us on inof@thesleeppeople.co.uk

Kind Regards,
Megan

Respuesta de The Sleep People Limited

Actualizada el 26 feb 2026

Hi Michelle,

We are glad to hear that you were happy with the delivery process, and that our courier company did a good job in keeping you up to date with this. We will make sure this sort of praise gets passed over to them, to ensure they keep up the good work!

If you ever have any future questions or concerns, please feel free to get back in contact with us. We will always be happy to help!

Kind regards,
Megan

Respuesta de The Sleep People Limited

26 feb 2026

Hi Michael,

Thank you for taking the time to leave us a review. It’s great to hear that you are happy with our all-around service. We’re also glad to hear that you are happy with the quality of your mattress, our team works hard to make sure each mattress is always made up to standard.

If you ever have any future questions or concerns, please feel free to get back in contact with us. We will always be happy to help!

Kind regards,
Megan

Respuesta de The Sleep People Limited

26 feb 2026

Hi Carol,

Thank you for giving us your honest review, we always appreciate these, and it helps us improve going forwards. It’s disappointing to hear that our production team missed the mark on getting the right mattress delivered the first time. We appreciate the opportunity to clarify that we need the exact evidence to get this resolved, so our quality department can do a through investigation on what has gone wrong and make sure that the same mistake does not happen again. However, we do understand that this can be an inconvenience so we do apologise for this.

If you ever have any future questions or concerns, please feel free to get back in contact with us. We will always be happy to help!

Kind regards,
Megan

Respuesta de The Sleep People Limited

26 feb 2026

Hi Donna,

Thank you for your five-star review! We’re glad to hear that our delivery company performed well and delivered the item fast for you. We will make sure to get this praised passed over.

If you ever have any future questions or concerns, please feel free to get back in contact with us. We will always be happy to help!

Kind regards,
Megan

Respuesta de The Sleep People Limited

25 feb 2026

Hi,

We are sorry to hear about the experience that you have had with our mattress. Rotating a mattress can help with the feel of the item, however if you continue to have any concerns or issues, please reach out to us on info@thesleepeople.co.uk and we will be able to get this investigated for you.

We hope you have a nice day.

Kind Regards,
Megan

Respuesta de The Sleep People Limited

20 ene 2026

We’re sorry to hear about your disappointment with the mattress and understand how concerning it is to experience these issues within a short period of use. We appreciate you acknowledging the positive service you initially received, but we regret that the product performance has not met your expectations over time.

As discussed during our email correspondence, our assessments are carried out in line with the terms of our warranty and manufacturing guidelines. We did request images showing the reported dipping so that we could investigate this further; however, we did not receive these. That said, we understand that this outcome was not what you had hoped for. We appreciate you taking the time to share your feedback, and your comments have been noted and will be passed on for further review. We’re sorry that on this occasion we were unable to reach a resolution that met your expectations.