Flo Sleep Solutions Private Limited — Flo Mattress refusing return and refund for defective mattress

Address: 46 Saki Vihar Road, Saki Naka, Andheri East, Mumbai – 400072

Website: www.flomattress.com

I purchased a Flo Mattress directly from the Flo website and received it on 20 sep 2026 . I am raising this complaint immediately, within one day of delivery.

Upon inspection, I found internal material/threads coming out of the mattress. The mattress also has noticeably rounded corners and does not fit properly in my intended mattress space.

I immediately contacted Flo customer support and provided the photographs and videos requested by them. However, instead of registering my return, customer support stated that the mattress itself is not damaged and that the issue is only with the cover. They offered to provide/replace the cover.

I clearly informed them that I do not want a replacement cover or an exchange. I want to return the mattress and receive a full refund.

I also attempted to initiate the return through Flo's website. However, the return portal displays “Choose Refund payment mode”, while no such refund-payment option is available to select. This prevents me from completing the return request. I have screenshots/videos of this error.

Despite reporting the issue immediately after delivery, Flo customer support is asking me to wait approximately 20 days and contact them again if the shape/fit issue remains.

Flo advertises a 100-night trial for its mattresses. I am requesting the return immediately and do not want to continue using the mattress for 20 days before my return request is even registered.

I have already contacted Flo's support team and returns escalation team by email regarding this matter, but I have not received a response as of the time of filing this complaint.

I have evidence including the purchase invoice, delivery details, photographs/videos of the internal material coming out, photographs/videos showing the rounded corners and poor fit, screenshot/video of the return-portal error, and records of my communication with Flo.

I request the following resolution:

1. Immediate registration of my return request.
2. Pickup of the mattress.
3. Full refund of the amount paid.
4. Written confirmation/reference number for the return.
5. No replacement cover or exchange, as I do not want either.

I am seeking a straightforward return and refund and request that the company address this matter promptly.