Placed order ( #6235 confirmed) on order says stock due in 28th November, now the 14th December and not heard anything despite money being taken. Have emailed through to chase and nothing back. Ag... See more
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Review summary
Based on reviews, created with AI
What people talk about most
Based on these reviews
This pillow is super comfy and is really supporting me in getting a good night's sleep! I'm 26 weeks pregnant and spent a good amount of time researching what one would be best for me and, not take... See more
Took a few weeks to get delivered- quite frustrating as it said on the website stock was arriving the day after I ordered. The company could do a better job of keeping people informed about the stock... See more
Company replied
The products I have used from Kally Sleep are soo comfortable and they do last in my experience (body support pillow/sports recovery body pillow), really really good for joint pain. I've been u... See more
Company details
Written by the company
Kally Sleep brings you the ultimate ergonomic pillow. Developed in conjunction with leading Harley Street practitioners to promote healthy sleep posture.
Contact info
Cavendish Square 18, W1G 0PJ, London, United Kingdom
- hello@kallysleep.co.uk
- kallysleep.com
3.3
Average
830 reviews
Replied to 94% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Over the years I have been searching…
Over the years I have been searching for the right pillow I have found ir in Sally sleep pillow so soft and so comfortable. I sis buy one last year it the is amazing. Thank u1
March 18, 2026
Unprompted review
Reply from Kally Sleep
Hi Katrina,
Thank you so much for your lovely review! We’re absolutely delighted to hear that you’ve finally found the right pillow with Kally Sleep and that you’re finding it so soft and comfortable.
It means a lot to us that you came back to buy again — thank you for your support!
Kind regards,
The Kally Sleep Team
No order received and no response
First time ordering off Kally. Not received order, customer service does not reply. I was excited to get my body pillow, very frustrated as no order, just want a refund now
March 20, 2026
Unprompted review
Reply from Kally Sleep
Hi Jessica,
Thank you for your review, and we’re very sorry for the delay and frustration caused with your first order. We completely understand how disappointing this must have been.
We have now been in touch with you directly and are pleased to confirm that this has now been resolved with you.
We sincerely apologise again for the inconvenience and appreciate your patience.
Kind regards,
The Kally Sleep Team
This pillow has been a game changer for…
This pillow has been a game changer for my neck pain. The Adjustable pillow is the perfect height and support I've been looking for. Super easy to order, arrived quickly. I'm sleeping better than I have in years and I've already recommended it to my family!!
March 25, 2026
Unprompted review
Reply from Kally Sleep
Hi Zachary,
Thank you so much for your wonderful review! We’re absolutely delighted to hear that the Adjustable Pillow has made such a difference to your neck pain and sleep.
It’s fantastic to know you’ve found the perfect height and support, and we really appreciate you recommending us to your family as well.
Wishing you many more restful nights ahead!
Kind regards,
The Kally Sleep Team
I had a small issue with the cover…
I had a small issue with the cover after a couple of weeks, and they replaced it instantly for free, no fuss at all. On top of that, the ordering process was effortless.
March 24, 2026
Unprompted review
Reply from Kally Sleep
Hi Mr Clark,
Thank you so much for your kind review! We’re really pleased to hear that we were able to resolve the issue quickly and make the replacement process easy for you.
It’s also great to know that ordering was simple and hassle-free — that’s exactly the experience we want our customers to have.
Thanks again for your support!
Kind regards,
The Kally Sleep Team
Ordering was super quick and simple
Ordering was super quick and simple, and the pillow arrived right on time. It's honestly the best one I've ever used-perfect support and height for a side sleeper like me. Pleased so far.
March 20, 2026
Unprompted review
Reply from Kally Sleep
Hi Jason,
Thank you so much for your fantastic review! We’re delighted to hear that ordering was quick and easy, and that your pillow arrived right on time.
It’s great to know you’re finding it so comfortable and supportive — especially as a side sleeper, that’s exactly what it’s designed for.
We really appreciate your support and hope you continue to enjoy it!
Kind regards,
The Kally Sleep Team
Easiest order ever
Easiest order ever, arrived quickly. The body pillow is super comfortable so good value overall. Would definitely recommend!
March 19, 2026
Unprompted review
Reply from Kally Sleep
Hi Aaron,
Thank you so much for your lovely review! We’re really pleased to hear that your order arrived quickly and that you’re finding the body pillow comfortable — that’s exactly what we aim for.
We truly appreciate your recommendation and support!
Kind regards,
The Kally Sleep Team
Their customer service was very good
Their customer service was very good! My pillow cover got damaged and they replaced it for free, no questions, no guarantee needed. Super impressed!
March 17, 2026
Unprompted review
Reply from Kally Sleep
Hi Prince,
Thank you so much for your kind words — we really appreciate you taking the time to share your experience!
We’re delighted to hear that you were happy with the service and that we could resolve the issue quickly for you. We always aim to make things as straightforward as possible for our customers.
Thanks again for your support!
Kind regards,
The Kally Sleep Team
Where is my order
I ordered a body pillow last week from kally sleep.Despite numerous emails to request when I am going to receive my order,I have no response. Be very wary of buying from this company as they clearly don’t care about customer service
March 17, 2026
Unprompted review
Reply from Kally Sleep
Hi Ben,
Thank you for your review, and we’re sorry to hear about your experience. We have replied to your emails with an update explaining the situation regarding your order.
We understand how frustrating delays can be and apologise for any inconvenience caused.
If you have any further questions or haven’t seen our response, please check your spam/junk folder or contact us again at hello@kallysleep.co.uk and we’ll be happy to assist.
Absolute shocking customer service
Absolute shocking customer service! I should of read the review here 1st. It has been over a week since I should of recieved my order! Only email I received seems to be a standard response its the suppliers fault! Since then no further responses from them. It is frustrating now!
March 18, 2026
Unprompted review
Reply from Kally Sleep
Hi Kev,
Thank you for your feedback, and we’re very sorry for the frustration and delay you’ve experienced. We completely understand how disappointing this situation has been.
We have reached out to you directly to provide an update and have also offered to cancel your order and issue a full refund if you would prefer not to wait any longer.
Please do get back to us so we can resolve this for you as quickly as possible.
Kind regards,
The Kally Sleep Team
Poor quality and poor service
As someone who has experienced shoulder pain issues I ordered the side sleeper pillow based on the Which? review.
I didn't receive any order confirmation or dispatch email however it did arrive quickly.
The pillow arrived lumpy and misshapen and wasn't easy to reshape despite the claims. It was far too firm and uncomfortable.
I had no way of taking advantage of the 'free trial' offer as I had no confirmation of purchase other than a bank transaction, and I never received a reply to my email anyway.
Don't waste your money.
January 29, 2026
Unprompted review
Reply from Kally Sleep
Hi Laura
Thank you for your feedback, and we’re very sorry to hear about your experience. That certainly isn’t the standard we aim to provide.
Apologies if you didn’t receive the order confirmation or dispatch email — this may have been caught in a spam or junk folder, but we appreciate how frustrating that must have been, especially when you were trying to contact us about the pillow.
The condition you’ve described with the pillow arriving lumpy and misshapen doesn’t sound right, and we would really like the opportunity to investigate this for you and put things right.
Please could you email our customer care team at hello@kallysleep.co.uk with your name and order details so we can locate your order and assist you further. Thank you
Poor product, worse service.
I bought two pillows. One is defective - padding uneven, lumpy, impossible to even try to use. The other I used for 3 nights, and it is already misshapen. They were delivered to my garden and left in the rain, no note. Unable to get a response from Kally Pillows themselves and apparently I have to pay to return the items with no guarantee of refund for either pillows or postage even though they are defective. Also need to return within 14 days - guess this is why they don's repond, to run out the clock? Poor product, worse service. Would never use again.
February 20, 2026
Unprompted review
Reply from Kally Sleep
Hi Anon,
Thank you for your feedback, and we’re very sorry to hear about the issues you’ve described. This certainly isn’t the experience we want our customers to have.
We would really like to investigate this properly, including the condition of the pillows and the delivery concerns you’ve raised. Unfortunately, we’re unable to locate your order from the details provided here.
Please could you email us at hello@kallysleep.co.uk with your order number so we can look into this as a priority and work towards resolving the matter for you?
Kind regards,
The Kally Sleep Team
Terrible after sales service
The customer service after purchase is abysmal. I have emailed them numerous times and not had any response.
The pillow flattens down in the middle during the night and won't regain it's shape or support.
I sent pictures so they could see this but to no avail
If you are planning to buy something they respond very quickly...
I did receive a reply after i submitted the first review and the problem was sorted and i am thankful for that, just a shame it took me writing a review to trigger a reply but it is all sorted out now.
February 6, 2026
Unprompted review
Reply from Kally Sleep
Hi P and J
Thank you for your feedback, and we’re very sorry to hear about your experience. We sincerely apologise if you feel your emails have gone unanswered — that’s certainly not the level of service we aim to provide.
We’re concerned to hear that your pillow is flattening in the middle and not regaining its shape, especially after you’ve already shared photos with us. This isn’t something we would expect, and we’d really like the opportunity to investigate this properly and put things right.
Please could you email us again at hello@kallysleep.co.uk
with your order number, referencing your previous correspondence? We will ensure this is reviewed as a priority and work with you toward a resolution.
Kind regards,
The Kally Sleep Team
Awful customer communication
Order confirmation came ok but as there stated more stock would be in on the 21st January, assumed that we would get confirmation of shipping or at least an acknowledgement or reply from three emails sent as there is no telephone contact number and the 'Chat' seems to be offline. Not impressed with the lack of communication as it seems on the face of it, along with these comments on this site, to be a scam but it also seems that some people have received their order, albeit weeks after the order......let's see what happens but I will be contacting the credit card company/cancelling the order if nothing happens in another week or so. Very disappointed as Which? promoted this.
January 15, 2026
Unprompted review
Reply from Kally Sleep
Hi Julie,
Thank you for your review, and we’re very sorry for the frustration caused by the lack of communication. We understand how concerning this can feel after the delivery delay.
We can confirm that your order has now been picked and packed. There was a delay in receiving stock from our supplier, which unfortunately impacted dispatch timelines, but this issue has now been resolved. Your order is progressing and will be on its way shortly.
We apologise that we didn’t communicate this more clearly and appreciate your patience while we worked through the delay. If you have any further questions or would like an update, please feel free to contact us at hello@kallysleep.co.uk.
Kind regards,
The Kally Sleep Team
Poor customer service
Bought two pillows as recommended by Which. Nice pillows but have a problem with one of them and have tried to contact them by many different methods but absolutely no response - very poor customer service
January 22, 2026
Unprompted review
Reply from Kally Sleep
Hi Ann,
Thank you for your review, and we’re really sorry to hear about the difficulty you’ve had contacting us. We’re glad to hear you like the pillows, but we apologise that you have not been able to get in contact with us.
Please could you try emailing our customer care team again at hello@kallysleep.co.uk, including your order number and details of the issue? We’ll make sure this is picked up and addressed as quickly as possible. Thank you
Kind regards,
The Kally Sleep Team
Poor communication and delivery but great pillows
Took a few weeks to get delivered- quite frustrating as it said on the website stock was arriving the day after I ordered. The company could do a better job of keeping people informed about the stock issues.
But as soon as I contacted them on Trustpilot and email the pillows were despatched, and they’re really comfy.
January 19, 2026
Unprompted review
Reply from Kally Sleep
Hi Hannah,
Thank you for your review. We’re very sorry for the delay with your order — the stock arrival was unfortunately delayed.
We’re pleased to confirm that all outstanding orders, including yours, have now been processed. We apologise again for the inconvenience and really appreciate your patience.
If you have any further queries or concerns please let us know at hello@kallysleep.co.uk
Kind regards,
The Kally Sleep Team
Late and unresponsive
I ordered on 12th January. The website says orders are sent next day. It’s now the end of the day on the 14th, my pillow hasn’t arrived, nor have I received any tracking info, and they haven’t replied to my email query.
January 14, 2026
Unprompted review
Reply from Kally Sleep
Hi Emma,
Thank you for your review, and we’re sorry for the disappointment caused. We have responded to your email and, as requested, have now processed a full refund for your order.
We apologise that we weren’t able to meet the next-day delivery expectation due to an out of stock item and appreciate you bringing this to our attention.
Kind regards,
The Kally Sleep Team
Following a recommendation by Which?
Following a recommendation by Which?, I placed an order for pillows with Kally Sleep. Having waited over a month, the pillows did not arrive. An email to them was not replied to.
To cut a long story short, the issues seem to be that they use Evri for their deliveries, and have a customer service department that is shy of speaking to customers.
Having cancelled my order, Kally Sleep did eventually process a refund, and I appreciate that.
Kally Sleep may have an excellent product, but I never got to see it. The directors of this company need to get a grip of what is going wrong.
December 13, 2025
Unprompted review
Reply from Kally Sleep
Hi Mark,
Thank you for taking the time to share your experience, and we’re genuinely sorry that you didn’t receive your order. We completely understand how disappointing and frustrating this must have been, particularly after waiting such a long time.
We do use Evri as one of our delivery partners, and they generally have a strong delivery record for us. However, we fully acknowledge that they unfortunately failed on this occasion — and on a small number of others — which is something we take seriously and continue to review.
We also recognise that our communication fell short during this period, and we’re actively working on improving our customer service processes to ensure better responsiveness and clearer updates going forward.
We appreciate your acknowledgement that your refund was processed, and we’re truly sorry that you never had the opportunity to try the product itself. Your feedback has been noted and shared internally, as it helps us identify exactly where improvements are needed.
Kind regards,
The Kally Sleep Team
Company has zero customer service or contact information - contact form on the website just gets ignored.
The product I ordered never arrived. Have filled out the contact form several times and had zero response. Evri have told me the item was lost in transit, but I can't even get a single response from Kally Sleep about sending me a replacement. At this point, I have lost all faith in the company. Kally Sleep, if you see my review, I would like a full refund for my order - not a replacement as requested in my previous communication. You clearly don't give a hoot about your customers, and you continue to use the cheapest and worse delivery company that exists. You should at least be providing a contact number and an email address on your website so that customers can actually contact you - not just a form that you ignore.
January 2, 2026
Unprompted review
Reply from Kally Sleep
Dear Natalie,
Thank you for your review, and we’re very sorry for the frustration caused by this experience.
We can confirm that the issue has now been fully resolved and a full refund has been processed for your order. We apologise for the inconvenience caused by the parcel being lost in transit and for the delay in reaching a resolution.
We do care deeply about our customers and always aim to resolve issues as quickly and fairly as possible. For clarity, our contact details — including our email address and customer service information — are available on our website, and we encourage customers to reach out directly so we can assist promptly.
We appreciate your feedback and regret that this experience did not meet expectations.
Kind regards,
The Kally Sleep Customer Service Team
Appalling customer service!
Due to what I believe are faulty items, I have been contacting the company since July 2025 to claim under their guarantee/warranty via multiple emails, live chats and via the contact us form on their website and none of my attempts have been acknowledged or responded to. I have never known such silence and lack of respect for pre-existing customers. Since seeing the most recent reviews on here I can see that I am not alone with this experience. Order: 305531
July 27, 2025
Unprompted review
Reply from Kally Sleep
Hi Ryan,
Thank you for getting in touch, and I’m very sorry for the frustration caused by the delay in our communication. We completely understand how disappointing this experience must have been and apologise that your earlier attempts to contact us were not acknowledged sooner.
We can confirm that we have since responded to your enquiry and that the issue with your order 305531 has now been resolved by arranging replacement items under our guarantee.
Please accept our sincere apologies for the inconvenience and for any impression this may have given. This is not the level of service we aim to provide, and we are reviewing our processes to prevent this from happening again.
If there is anything further we can help with, or if you have any additional questions once the replacements arrive, please don’t hesitate to contact us directly and we’ll be happy to assist.
Pillow of poor quality
Pillow of poor quality - way too fat. Oddly many of the 5 Star reviews are not reflected in the description!!
December 23, 2025
Unprompted review
Reply from Kally Sleep
Dear Julian,
Thank you for taking the time to share your feedback.
We’re sorry to hear that the pillow wasn’t the right fit for you. Comfort can be very personal, and what works well for some customers may not suit everyone.
The pillow has received a high number of 5-star reviews from previous customers and was also independently tested and awarded Best Buy by Which?, which we’re very proud of. That said, we fully understand that individual preferences vary.
If you’re unhappy with your purchase, please do get in touch with our Customer Service team and they’ll be more than happy to help explore a solution for you.
Thank you
Kind regards
The Kallysleep team
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