Sleepwell — my experience with sleepwell progrid mattress return policy not honored

Address: Noida, Uttar Pradesh

I want to share my recent experience with Sleepwell so that others can make an informed decision.

On 25th October 2025, I purchased a mattress called ProGrid Mattress from their official website mysleepwell.com for ₹11, 826.

The company advertises a 100-day trial policy, which says customers can return the mattress within the trial period and receive a refund.

Unfortunately, the mattress turned out to be very uncomfortable for me. It caused consistent back pain. I tried adjusting to it for nearly 2 months, but the issue did not improve.

Since I was still within the 100-day trial period, I decided to request a return.

I started contacting customer care on 10th January 2026 to initiate the return.

Here is what I experienced:

I have called customer care more than 20 times.
Each time, they told me the mattress would be picked up within 2 days.
No one showed up for pickup.
Only twice did pickup agents call me.
Both times, the agents asked me to pay money for the pickup (₹800 and ₹1, 999).
The company policy clearly mentions free returns during the trial period.
As of today, the mattress has still not been picked up, and no refund has been processed.

I feel extremely disappointed with how this situation has been handled. The return policy was one of the main reasons I felt safe purchasing this mattress. However, despite repeated follow-ups over several weeks, the issue remains unresolved.

I am sharing this experience so that others are aware of the difficulties I faced when trying to use the trial policy.

If anyone else has faced similar issues or has advice on how to escalate this matter further, please let me know.

My order id is sw_259025

I have attached the purchase proof screenshots