The Sleep People Limited レビュー 237

The Sleep People Limited からの回答

2026年2月25日

Hi Niki,

Thank you for raising this, and we appreciate the opportunity to clarify.

While adhesives are used in mattress construction, we want to reassure you that the mattress you ordered is foam-free. We carefully select the glues we use to ensure they are compliant with safety standards and suitable for use in bedding products.

We are based in the UK, and all of our mattresses are manufactured in line with UK regulations and guidelines. In addition, we are proud members of the National Bed Federation (NBF), which means our products and processes are independently audited on a regular basis. This ensures that all components we use are fully compliant, responsibly sourced, and well above required safety standards.

We are also using foam, which is CertiPUR certified, meaning that it passes rigorous testing to ensure clear criteria is met to comply with restrictions concerning substances in foam which may be of concern for health or the environment. You can find out more about this testing here: https://europur.org/certipur/

While we’re sorry to hear about your disappointing experience with a mattress purchased elsewhere, it’s reassuring to know that our mattress met your expectations in terms of materials and off gassing, even if the comfort level wasn’t quite to your personal preference. We appreciate your honest feedback, as comfort can be very subjective.

We take product safety, transparency, and customer wellbeing extremely seriously, and we’re always happy to answer any further questions about materials or construction. Thank you again for your feedback and for choosing our mattress.

Kind regards,
Megan

The Sleep People Limited からの回答

2026年2月25日

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

The Sleep People Limited からの回答

2026年2月25日

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

The Sleep People Limited からの回答

2026年2月26日

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

The Sleep People Limited からの回答

2026年2月26日

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

The Sleep People Limited からの回答

2026年2月26日

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

The Sleep People Limited からの回答

2026年2月26日

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

The Sleep People Limited からの回答

2026年2月26日

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