HiGRID The Sleep Company Reviews 161

Ordering process was smooth and the mattress was well protected in it's bag. Disappointing that no time slot or even am/pm option on the delivery day which means you have to allocate a whole day. (DPD give you an hour slot! )

Delivery done as per planned date.
The mattress is really excellent for someone with historical backpain issues. It has the right balance between rigidity and softness.

Very very bad experience and would have given a rating of minus 2 if it was possible to do so.Luxe mattress was delivered on 5th of Jan,only for me to find defective mattress with torn mattress cover.From the day of receipt,I contacted customer service via email & chat with photos of the defective mattress then received a call the next day.The customer rep said he will call me back after having a conversation with his manager but never did up till today.
After my initial call,I have sent 3/4 emails and multiple messages via chat asking for a refund and for the mattress to be collected.Up till have not had any response back as to my refund request.
In the simplest term,I have been ghosted by Hygrid customer service reps and company itself.Tried calling via phone was a nightmare and a waste of my time because on several occasions I have waited for 45mins and 1hrs respectively without talking to anyone.Now I am really worried whether I will get a refund from Hygrid.
I also noticed the payment for the mattress was processed by a company in Mumbai which I found a bit strange.🙀

Customer service is awful. Numerous emails sent trying to return my mattress and no response. Finally uplifted and now another load of emails sent trying to get my refund. No response again!!

We recently purchased a Higrid Ortho Essential Mattress. We have tried it out and have made the decision its not for us and we would like to return it as part of the 200 free nights offer. I have emailed 3 times, called 4 times and tried online chat...not one has been answered!!! Your website states "Our Words are our bond" but your customer service is shocking. Please can we get a reply!!!!

The only reason it's got 2 and not one, is because the refund did take 24 hours... but I had to make a HUGE fuss! Let me explain...
I had a very long conversation with a representative before making the final decision to purchase a matress. It was a truly considered purchase due to not being able to try prior to purchase and the cost. I decided to purchase. Very easy. It was delivered within the specified time - BUT NOT to the bedroom (my first annoyance). I was unable to even move the rolled up matress, let along get it upstairs! I had to call my son, who, with his wife just about managed to get it up the stairs to the bedroom.
We unrolled it and let it expand. All good.
But it just kept expanding... it went over the edge of my standard UK sized KIng frame (my second annoyance).
I slept on it that night. It was hard and I could feel the 'waffle' pattern through the top of the matress. I knew after that I was not going to keep it. Not only was it NOT a standard UK King size, it was at least an inch to wide, it was way too hard. I was informed that the 6.5 meant it would be a softer matress... it was anything but soft.
I messaged the custom service team ridiculously early as I was wide awake at an ungodly hour, to come and collect it... And this is when it got awkward!

I was told it was MY FAULT because I hadn't measured my bed frame and that as a result, I would not be entitled to a refund under their T&C's.
I actually laughed out loud down the phone. I hadn't measured my standard King size bed for what they said was a standard King size matress... we're they for real!?! He then tried to say that it was my fault because I hadn't given enough time to expand properly. I had given it over 14 hours (it had arrived extremely early before 7am, our son and his wife were staying with us as it was Christmas time and it was rolled out no later than 8.30am) - I was told to allow around 6 hours for expansion before sleeping on it.
I was then told "it could go back to its correct shape, if you give it time"...
At this point I will admit to being exceptionally annoyed! Not only had I been told it was my fault, they were refusing the refund because "it could" go to the right shape.
After a lot aggrovation and even more accusations that it was my fault, they finally agreed to collect the matress and refund. I was then told it would be 24- 48 hours until I was contacted for a collection time, regerdless that there was a weeend coming.
After 5 DAYS (1 a bank holiday, admittedly), I chased it up, asking what was happening. I was again told 24-48 hours. When I pointed out it was Wednesday and I was told that last Friday, there were more excuses after excuses on top of more excuses.
I was then told it would be AT LEAST 14 days for collection - and an additional 5 days for a refund. I will admit, I lost my temper at this point!
SEVERAL HOURS LATER, I was given the number of the British Heart Foundation, who would be collecting it. I rang them to organised the collection... it would be 3 weeks!
I called HiGrid back and said this was utterly unacceptable. The matress was causing a fire and accident risk as it was propped up in the hall.
They relented and said a courier would collect it - AND TOLD ME TO SORT IT OUT AND GAVE ME THE NUMBER!!!!!!
I rang the courier who couldn't collect for 6 days (better than 20 days, I thought), so I booked it. I then said to the courier, 'it is upstairs so will need bringing down' 'oh no', she said, 'we won't go upstairs for it, it's a ground floor collection'. I cancelled the collection as there is no way I could move it. My husband had one arm and I'm 5'5". I literally could not move it, let alone take it to a different floor!
I got back in contact with HiGrid - AGAIN!!
They then said he would sort it out... about 15mins later I had a text message to say collection would be the following day.
I rang the collection people who said they would come between 2pm and 5pm the following day and WOULD collect it from upstairs.
This process took me somewhere in the region of 4 solid hours of me ringing around and many multiples of messages.
The courier service arrived the following day - the Thursday - to collect.
The refund was issued on the Friday - NOT THE SAME DAY AS COLLECTION, AS I WAS TOLD.
I received it on Saturday afternoon.
I was told it could take up to 5 days - again, I was originally told no more than 24 hours - then they changed it to 3 - 5 days, however I did receive it 2 days after the matress was collected.

I would not recommend HiGrid as a company or the matress.

How do you loose a blue 185cm tall cylindrical bag?
Using two carriers Amazon and ArrowXL to do one job is a logistical waste of time and resources.
Higrid needs to hire Parcelforce, at least they can do a proper job swiftly.
Placed an order on the Higrid website (NOT amazon) on 24 November 2023.........
Thursday, 30 November
17:32 Label Created
17:44 Package arrived at the carrier facility
Derby, Leicestershire, UK
Friday, 1 December
06:55 Package has left the carrier facility
Derby, Leicestershire, UK
15:49 Package arrived at the carrier facility...... WTH happened to it after that? There's no excuse for loosing something that big and heavy.

I sent an email to Higrid on 16 Dec. They replied on the 18 Dec. Abhishek Bhorge told me....." I've arranged a new shipment on priority. We aim to expedite the delivery process and have the replacement order dispatched to you at your earliest convenience."
I've just received the replacement mattress on 6 January 2024.
I'm happy for the quick response and sending out a replacement mattress, but three weeks is not express delivery as they claim on their website, when I first ordered it on 24 November and supposed to be originally delivered on 15 December

Amazing mattress, comfortable and we happy with it. Good choice and affordable price better to pay a bit extra for a good mattress

Had a problem with delivery however company resolved it.

Got orthro one and its the best for my back pain

Very good quality, very good and quick transport . I am very happy . I had use before another but I am satisfied about Higrid .

Customer service and communication very good. Mattress takes a few weeks to bed in (is quite firm to start with) but is comfy now.

It was nice that after my order within 2 days the mattress was delivered.

The mattress didn't meet what I wanted. It's too soft to be an orthopaedic bed. Back pain still persist

A warning to some; the mattress is very heavy as described, but it may help some users to know that the mattress itself does have four strap handles velcroed underneath if it is unrolled and unpackaged, which might make it easier for some to move.

This disclaimer aside it seems a good mattress and reaches a useable level of plumpness in under twelve hours. The bags it arrives in do a good job of containing it and giving you something to transport it around without damaging it or your furnishings.

The delivery was through Amazon logistics and was about a four out of five. As some have said it would be nice to nominate a day. It was unusual in that it did manage a delivery in the morning. So it was a good service.

Edit: I'm leaving the original review for posterity but updating this rating an commentary.

Updated review 20/12/23 - I have now received my mattress, no real apology to speak of and no acceptance of what caused this. It's a worry that it happened to many customers in a short time but these things do happen and it's why I'm updating.

I think the company could be higher rated had it:
1) addressed my concerns promptly, I had to write several emails before any action was taken
2) take accountability for the error. Whether it was with them or the delivery company, they are the face here and need to accept that.
3) it would have been nice if the cost I incurred in getting someone home for a delivery date I was given, but was never met was addressed. I would expect this from a mature company, so there I learning to be taken here.
4) improve your complaints processes. When a consumer complains it's a genuine gift, it's a chance to put things right, protect other consumers and grow as a company.

Overall, the product seems very decent, I've used the mattress for a few weeks and am pleased with it. It's hard to judge a mattress after a few weeks, it's the years which tell it, which is why my review is user experience focussed.

Original review 2/12/23 - I didn't trust the 1 star reviews, avoid this company!

I ordered a mattress and despite being promised delivery within three days it was not delivered.

I am stuck in a loop of zero contact from the company.

I'm fairly certain this is a scam company and they do not actually deliver the items.

Please don't be fooled by the prices and make sure you avoid them!

This appears to be an Indian Company payment by visa to Mumbai they dont appear to be in control of their logistics company Amazon Logistics who give a 7am to 21:00 pm window so two of us (needed to handle the weight of the matress) waited all day after 21:00 when I looked at the "tracking" page said there was an unspecified problem and the next day Sunday it had been returned to Amaxon Bristol no way to call anybody till Monday I cancelled and then got a call again confirmed canceled they didnt know what happened the carrier then arrived without warning and I declined. To be fair they did refund me promptly (visa) but we will never recover the 28 hours of waiting needs to be a two hour slot Amazon could easily handle this

No receipt,NO quarantine But it’s a n excellent mattress

All was well except no way of choosing own delivery day. This is most inconvenient when .

Easy to order though and so far just a bit firm for my liking but early days. The mattress is very very heavy and not easy to move as its 'floppy'