Complaint against SleepWell Mattressess

[satishca34]

Seller Name

SHEELA FOAM LIMITED NEW SJP

Company Name

SHEELA FOAM LIMITED NEW SJP

Product Name

COVERED MATTRESS PUF-COVERED MATTRESS ORTHO PRO PROFILE (N.LATEX) 1943 1499 200.0

Website Name

mysleepwell.com

Customer Care Number

18001036664

Loss Amount

18539

Ratings

2.00 star(s)

Opposite Party Address

SHEELA FOAM LIMITED NEW SJP
PLOT NO 1, UDYOG VIHAR, SECTOR - ECOTECH-II, GREATER
NOIDA DISTT GAUTAM BUDH NAGAR
GREATER NOIDA-201306
State: UTTAR PRADESH
INDIA

1. I ordered COVERED MATTRESS PUF-COVERED MATTRESS ORTHO PRO PROFILE (N.LATEX) 1943 1499 200.0 on mysleepwell.com on 21.10.2025; Order ID: 257481; Price: ₹18,539; Seller shown: Sheela Foam Limited New SJP.
2. I received Delivery on 24-Oct-25 via Bluedart Courier.
3. Received product have few defects which has been raised to the company via complaint number 401052. Company is now processing for replacement.
4. When I ordered this product on there website it was showing 100 day free trial icon on the product purchase window for custom size matteresses as well.
5. Now company is denying as this is custom product for 100 day trials return offer, citing in terms and condition they have this condition "custom products are not eligible for 100 day trials offer".
6. My plea is this is mentioned on product purchased window and also product is defective and off poor quality and also size is not a exact match what I ordered. Considering their quality I need return and refund.
7. Please advise if this is possible to file complaint for return and refund.

I have attached Invoice, their website screenshot for 100day trial icon , terms and conditions on their website, pictures of defects in the product

 

[TeamMember]

Hello @satishca34

We have carefully reviewed all the details and documents you have submitted regarding your complaint against mysleepwell.com. Based on our thorough evaluation, we regret to inform you that the only viable option left is to file a case before the nearest District Consumer Disputes Redressal Forum.

Process to File a Consumer Complaint Online:​

You can file the case through the online e-Jagriti portal: e-jagriti Platform: Ministry of Consumer Affairs, Food, and Public Distribution, Government of India

List Documents Required for Filing the Case:​

To initiate your complaint, the following documents need to be submitted:

1. Index – A list of all enclosures/documents attached.
2. Memo of Parties – Details of the complainant(s) and respondent(s).
3. Affidavit – A sworn statement verifying the contents of the complaint.
4. List of Events / Chronology – A timeline of key events related to the issue.
5. Supporting Documents – Invoices, receipts, communication proofs, warranty cards, etc.

 

[Veena murali]

*Worst Experience – Poor Product & No Refund Support*

I purchased a mattress from Sleepwell, and the experience has been extremely disappointing. The first mattress had issues with sinking in the center, causing back pain. After raising a complaint, it was replaced—but the second one had the *same problem within a few days*. Clearly, the quality is poor and not up to the brand’s claims.

Now I am *asking for a refund*, but your team is refusing to process it, saying they will replace it again. Why should I accept another faulty mattress? This is not a trial-and-error situation—our health is being affected, and we are even visiting doctors because of this.

I have clearly said *I don't want a replacement again—I want my money refunded*, but your team is not responding properly. This is unacceptable. Highly unprofessional service and zero customer care. *Very disappointed.*