HiGRID The Sleep Company Reviews 161

We bought the mattress 2 years ago. I weigh 100kg and my wife weighs 55kg. My side of the bed is properly sagging now. We've rotated it several times and it's the same on the other side and it's starting to hurt my back.

Would not recommend!

Mattress badly sunk after 12 months, has to be replaced as I’ve now developed chronic shoulder pain. Don’t waste your money get a high street brand.

More waste for the landfill And expensive. Having read other reviews realise there’ll be no support.

If I can give a zero to HiGRID The Sleep Company, I would - but I’m limited to 1 as the lowest award. I don’t usually write reviews unless the service or product was exceptional - or was a shockingly poor service or product. The latter which describes HiGRID The Sleep Company, and their Premium Hybrid Double mattress (135×190x25 CM).

DO NOT BUY FROM THIS COMPANY!! Firstly, the mattress - HiGRID Premium Hybrid double Mattress, was not identical to that advertised on their UK website, or Amazon UK. The mattress never expanded to its full width of 25mm. It remained at 23mm to date. There were stains, and a few damaged areas to the inner mattress, making me questioned if it was seconds…

Most important, this mattress is very uncomfortable, to the point I had to use a topper whilst I sought to resolved this issue with the company. The mattress was causing me lower back, coccyx and shoulder pain. Additionally, it is not effective in keeping me cool - as claimed. Not surprised, as it did not come with the viscose cover, but a cheap polyester cotton mattress cover, which I believe with deeper research, is the Indian variant mattress which was sent. It’s also an extremely heavy mattress - making it very difficult to turn single handed, which is a physical health and safety issues - and I’ve had some near misses…

All said, I’m questioning the authenticity of this company in the UK. They claimed to be a UK company, but the VAT number on the GOV website is not recognised. A deep search has to be done. On Amazon uk, their store front is in India, so it might explained why they are not contactable - especially if you bought via this website, and not Amazon Uk.

On the onset of receiving this mattress I was able contact HiGRID initially to relay the issues found with this mattress via email. Communication eventually broke down. Consequently, they have repeatedly ignored my emails, to the point I had to go through Citizen Advice, which is just a guide. You are left to fight your own battles technically, but I did send them a letter, using their template guide, but I’ve had no response from HiGRID to date.

My 200 day trial is nearing to an end, and like some of the reviewers, all modes of communication are deemed useless / uncontactable. I can consider this purchase an expensive loss. The most I can do, however, is informed people about this company and their products so as to avoid the same perils that I, and so many consumers experienced with them.

I am a Which? consumer subscriber for many years now. I always use their expertise to guide me on my purchases. They might have gotten this one wrong, though in all fairness they did acknowledged that HIiGRID is a new company, and essentially it’s early days. I will be contacting Which? to advise them to look further into this company so as to protect other potential customers. I would also put this review on other reviews platforms for awareness purposes.

worst company don’t buy any product from higrid i bought on 26 february 2024 and return it on april 08 but did not receive my refund till date they are totally scammer people send fake screenshot of sending money refund receipt. So totally scammer plz don’t go for this mattress

Unfortunately the mattress made my back worse but luckily I am still in the 200 night trial. Unluckily the company do not answer emails, automated chat is rubbish and the phone number on the website is incorrect. I will send one last email before I look into more formal action. Seems like there are a few of us, anyone fancy joining forces for legal action?

Update - done some digging. The company previously tried to strike itself off of the company register at companies house, this action was suspended. Anyway I will be writing to their new accountant at this address - Goringe Accountants Ltd Waterside Drive, 1650 Arlington Business Park, Theale, Reading, United Kingdom, RG7 4SA

Terrible, don't order from here. They do not reply to emails and have made no attempt to resolve my issue with the mattress. AVOID

Terrible customer service. Faulty mattress delivered and they ignore all emails to try and resolve the issue. Report to trading standards and I am taking the legal route.

DO NOT BUY FROM HERE AT ANY COST!!!!!

There was no response from then to my emails or phone calls. Horrible experience.

Absolutely no response to my email request to return my mattress. The phone number given on the website also does not work. It sounds like an international Delton and then American voice tells me that the number has been entered incorrectly. Due to the delay I am now over the 200 night Satisfaction guarantee. I may have to claim on my credit card as I paid £799 for the mattress. Very disappointed as their customer service seemed excellent at the point of sale. If the company is reading this, please contact me as soon as possible otherwise I will have to take formal action

Agree with all others below. Mattress delivered ok, but so very heavy. We find it uncomfortable so want to return under 200 night sleep trial but it’s impossible to arrange this, you can’t get hold of anyone. Would avoid at all costs!

I would advise others not to buy from this company. Upfront service and delivery was good. Purchased a mattress for my parents but it is not suitable so have been trying to contact hygrid under the free 200 night trial but as you will see from other reviews you can’t get a response through live chat, phone or email, so the 200 free trial is meaningless. Very disappointing!

Trying to return my mattress as per the 200 day guarantee but I've emailed Customer Support twice and called them several times - the phone either rings without being answered or goes off. The mattress is not bad comfort-wise, but I can't stand the smell which is still there after 98 days. Looking at some of the other comments, I'm not the only one to have problems contacting them. Avoid. Terrible customer service.

Messaged back on 2nd June as to how to return mattress and no one has replied! Returning as not at all worth what we paid. Can feel partners every move and it just is not comfortable. The trial is an absolute con if no one actually responds!

I exchanged the first mattress as it wasn't suitable was advised by one of your advisers to purchase a different mattress which was a cheaper mattress by £115.06 which she assured would be refunded into the account that the first mattress was paid on. The promise of a refund after numerous emails which has been going on since February to date have proved fruitless I have received nothing!! The last 2 emails have been rejected. Not answering phone. What appalling customer service. However I will keep pursuing untill I receive my refund

Comfort Grid Technologies LTD is the company trading name!

The company director Karan Singla has now tried to dissolve the company. Trying to scam everyone and so no one can get money back. the owner is based in India and the registered address is an accountants in Reading that no longer says they are dealing with them and that its been passed to Shulke Consulting.... The date of dissolving notice is yesterday 28/05/2024! I'm disgusted. For abit more information of my experience scroll down and read my last review!!!

Anyone can object as well to the strike off of this company. Go on companies house and object to it.

Absolutely awful service. Bought a mattress a few months and find it extremely uncomfortable. I initiated a returns under the 200 nights free trial, over a week ago by emailing twice. No reply at all. I’ve tried calling many times only to have a message saying I’m first in the queue and then lumped in queue for ages and no one answering. Shambolic behaviour. I expect immediate reply to my returns request or I’ll take legal action.

Got this mattress due to the trial guarantee, we are still within the trial period, have contacted HiGRID by email a week ago now and had no response; we have tried to call and could not get through, even tried on the online chat and still nothing.

I would advise to avoid this company, Mattress isn't as good as they advertise it to be and customer service, so far, has been non existent.

AVOID AVOID AVOID AVOID
In July 2023 we took delivery of a king size ortho essential mattress. After a very short space of time the mattress showed signs of sinking where my husband and i slept and a hump in the middle between ys . By the time i contacted them in February this was just outside the 200 days miney bwck trial. At first they responded promptly and politely, photos were sent (I explained there was nothing to see but it was felt when laid on the mattress) we were advised to remove the cover and let it breathe for a few days. This made no difference. After a further 8 weeks of their investigation-unsure what this involved as noone rang to speak to me nor did they ask to visit to assess the mattress i was offered a refund of 10% cost and to keep the mattress.
I refuesed this offer the mattress is very uncomfortable and despite numerous polite emails asking for a response i have not had the courtesy of a reply.
Our previous mattress lasted over 8 years. This company sells with a 10 year guarantee- clearly this means nothing.
DO NOT WASTE YOUR MONEY WITH THIS COMPANY

Absolutely disgusted with the responses and service i am now taking things further through the advice of the Citizens Advice Bureau and then to potentially a small claims court. They made me return the mattress via a collection through British Heart Foundation. I am yet to get a refund now after 17 days have passed since it was collected by the BHF. The last response i had was that they were having difficulties refunding. Yet no problem i bet taking more orders and receiving money from other innocent customers. No one answers the phone when you ring them. They only reply the bare minimum with excuse after excuse. They try to act like they are making progress on there end but they are not. I returned mine due the insufficient support that the Ortho mattress supposedly provides loads of. Its useless and a con. Do not purchase any of there products. They have not supported there garuntee as stated in their terms and conditions. They try to swap it for a different type of mattress and they try to make it as difficult as possible to get a refund. I will be fighting this as they are in breech of contract, i don’t care how far, or long it takes me. I will not be robbed of £472.06 for a bit of foam that now i have had to donate to a charity as per their instructions and their arrangement. DO NOT BUY! Learn from my lesson. Its not worth it. IF 0 stars was an option that would of been my choice, unfortunately I've had to give 1 Star! Just ignore the star altogether. Still waiting for a refund with no reply’s via email 2 weeks after they emailed to say refund is issued. 3-5 working days they said. Still nothing. Worst experience ever!!

I have tried to ortho mattress and did not enjoy after a few month as felt the sinking mattress did not support my bad back. Trying to currently get a refund under the 200 days trial period and I have tried a few times (put on hold over an hour), emailed and also tried the live chat without anyone ever returning my email or picking up the phone. Really make me doubt the legitimacy of the company, given they had no issue with emailing to ask for my feedback a month ago but not replying on the return.

Worst experience I've had so far with any mattress company.