Brightr® Sleep Bewertungen 1’359

This has genuinely been the worst refund experience I’ve ever had.
My return was delivered 27 days ago, and Brightr clearly states that refunds are processed within 14–21 days. Despite providing tracking details immediately and receiving a message saying the refund would be issued “in the next couple of days,” the status remained stuck on Approved with no actual progress.
As of today, I still have not received my refund.

Customer service replies politely, but nothing actually moves forward. The process is slow, unclear, and gives the impression that the company holds on to customers’ money beyond their own stated timeframe.
I do not recommend this company and I will definitely not be returning as a customer.

Return reference: RMA #RFB95F3046.
I’m not comfortable sharing personal information publicly.
Please contact me using the email address associated with this order.

Returns - ignored and frustrated
Bought a matress topper which was, to be fair, delivered promptly - this was in late December.

However upon opening and letting expand, found that the size of the topper was at least 6cm shorter than the advertised size and as such did not fit on my bed properly. It's crazy that there should be such a big size discrepancy in manufacturing. Therefore needed to return and buy elsewhere. Started a return request and it took over 2 weeks to get any contact and a free postage label due to the defect and I have been systematically ignored and given false promises from the almost non existent customer "care" 'department' - which I have by now concluded must just be farmed out to a 3rd party service provider that only works for Brightr as a client one or 2 days a week max - forget what it says on the website.

After countless emails and £180 out of pocket, I had to spend out on another Topper from elsewhere in the meantime. A week later I was promised a collection would be made that same week and I had the next 2 emails ignored again trying to find out when this might be.

Finally received a return collection arranged which was received in the Brightr warehouse on January 16th.
Fast forward to now, over 3 WEEKS LATER AND I STILL NOT RECEIVED MY REFUND and I am yet again being blanked by customer "care" department.

I literally never write bad reviews but I've now had enough and am compelled to write this here as I've unfortunately now seen that my experience echoes many others. Wish I'd come here first to look before buying. If there is an issue with your order, they simply don't care and I currently feel like my money has been stolen.

Edit: In response to the below Reply from Brightr - Refund was NOT processed within stated timeframe and was only processed immediately AFTER I posted this Trustpilot review - not a coincidence. I'd advise anyone experiencing similar issues as me to post a review here as it seems to be the one and only way to grab Brightr's attention and obtain a resolution. N.b. I am not the only person reviewing on Trustpilot to experience the same.

New toppers a great improvement over the old ones

Great experience ordering from Brightr, always informed on delivery process, prompt replies to resolve an issue i had taking into account my disabilities, thoroughly pleasant experience, go ahead and order with confidence!

Couriers didn't do terribly well. But the mattress topper has immediately allowed me to sleep in my bed in a way I couldn't before so I am very glad I bought it.

I’m glad I tried your topper before buying a new mattress. The one I have is memory foam (Nectar) and five years old and although showing no signs of sagging I was waking up with lower back aches, so guessed it was starting to soften a bit. The topper definitely helps my back and I’ve yet to try flipping to the harder material. Hopefully this will last a few years before I really have to replace the mattress, obviously at a much greater cost.

Fast delivery, well packaged and pillows come with extra filling for topping up which is much appreciated!

Ordered pillows and they were too firm. Not an issue, they did try and get me to keep them with a 30% discount, but they were too hard! I had taken the quiz too.

You have to pay for a tracked return which cost £10 approx. Then you have to email receipt to them.
They acknowledged return.
Also it had to be packaged to their specific guidelines or the return could be refused.

This part is the killer...14 -21 WORKING days for refund to be processed.
In my case fell over Christmas.
They conveniently "misplaced" my return details and had to chase it up..after 23 working days.
This was after a few emails.
To be fair Josh did sort it. I have today just received my refund.
A very long wait..so just bear that in mind, before you order.

Good product delivered on time , carefully wrapped with easy instructions on using the mattress topper well

Extremely fast delivery. Has made a huge improvement to my back issues.
Can thoroughly recommend.

I tried their Stella Hybrid pillow. It offered no special neck support. It is merely an adjustable height pillow with so many layers of material that any semblance of memory foam benefits are lost. I returned the pillow via their awful returns process and had to wait 5 weeks for a refund, but only after repeatedly chasing them. Best avoided. Dont believe the marketing hype and customer feedback. Their 'How did we do?' survey email channels you to bypass Trustpilot if you have anything negative to say. I only got to write this by selecting "positive" on the survey email.

Pillows are very good as you can, sort your own furnace

Received my mattress in a timely manner and is of good quality.

Great topper at a good price
Super fast delivery and clear instructions

I bought two mattress toppers from Brightr Sleep, largely because of their advertised 100-night guarantee. Unfortunately, relying on this guarantee turned into a lengthy and stressful experience.

The returns process involved almost 40 emails. Information was often incomplete, responses needed to be chased, and the process repeatedly stalled unless I followed up. What should have been straightforward felt unnecessarily complicated and time-consuming.

When I raised concerns about the number of emails and delays, the responses were defensive and dismissive, with little acknowledgement of the service issues or the amount of back-and-forth required. At no point was there any clear recognition or ownership of where the process had broken down.

Although I did eventually receive my refund (over £300), it required far more effort and persistence than should ever be necessary.

I’m leaving this review to warn others: the 100-night guarantee may exist on paper, but in practice it is not an easy or customer-friendly process. If you need to rely on it, be prepared for frustration.

The best customer service, delivery and quality packaging

Also quality of the product

Been very good so far and we hope it gives good service. I would recommend them

The service and delivery were faultless. The topper is very well made arrived very quickly and was so well packaged. It has made a huge difference to my sleeping and I can recommend it without hesitation. I am also pleased to say that I am not overheating at all which was something that I had concerns might happen, but no quite the opposite.

Fast delivery & great mattress topper very comfortable

Easy website to navigate BOGOF offer was the deciding factor as I had not heard of company before.
After first night both myself and my wife have had great nights sleep and have already started recommending pillows.
Now contemplating a topper.
The 60 night trail was also influential but if sleep improvements continue definitely won't be needed.
Thanks

So far okey but time will tell