Soak&Sleep - www.soakandsleep.com

Soak&Sleep - www.soakandsleep.com
★★★★★
4.8
96.0% of users recommend this
  • Value For Money

Summary

Note from Review Centre:  Soak&Sleep was previously known as Duvet and Pillow Warehouse.
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Latest Reviews

“Unjustified premium pricing for flat pillows!”

★☆☆☆☆

written by antaylor111 on 13/07/2021

I purchased two of the medium/soft Hungarian goose down/feather pillows for £130 after a glowing 'review' in the Telegraph. I'd researched what is best for my sleeping style and based on their own advice purchased these. They looked nice when they arrived and felt pretty great. However, after less than a month of use, they are as flat as a pancake and no amount of fluffing seems to get them back to the original state. There is about 2 cm distance between my (smallish) head and the mattress underneath! I contacted Soak&Sleep support, sent them some photos of the now flat pillows and they said they were supposed to look like that! So be warned, I would say that these are not suitable as medium/ soft pillows, they are far softer than that and offer very little support for the head if any after only a few weeks. The premium pricing simply cannot be justified.

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“Holes in fitted linen sheet”

★★★☆☆

written by on 29/04/2021

On 3 occasions in 2017 & 2018 I bought sheets , pillow cases and duvet covers in the French linen . I love the colours and have no problem with the flat sheets but the fitted ones have worn very badly and are now falling into holes . The linen is not good quality , too loosely woven and sheds a lot of fibre . I appreciate that this is 4 years of average wear but I have other sheets which have lasted for many more years . I've read lots of 5 star reviews for this product but haven't seen any relating to a longer period of use , one of the claims from the company is for the longevity . For this I would give only 1 star .

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“Absolutely Rubbish”

★☆☆☆☆

written by Aveago on 23/10/2020

Waited some time for delivery. When the items did arrive, just wrapped in plastic. The bag was ripped in 5 places. Pillows not covered hanging out and dirty. Times like now hygiene is a must. Now having up hill with emails and phone calls trying to get a refund.. Not responding very well. Never again

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“Order not fulfilled and no communication or refund”

★☆☆☆☆

written by Jodie54 on 20/10/2020

I ordered a duvet 6 weeks ago.Money withdrawn from my account and then..............nothing. I emailed company after one monthAdvised my order had been cancelled.But no refund....emailed twice to ask where the refund is.....no response.Appauling service.

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“Misleading of a product in the website”

★☆☆☆☆

written by Dimitris89 on 10/07/2020

Really disappoint not with the pillow but with the misleading the company offers. I bought the Ultimate 90% Hungarian Goose Down Pillows which you can see from the technical details that 90% Hungarian Goose Down is the filling. Well I receive the pillow and I was surprised to see that 90% of the inner is 90% Hungarian feather and 10% is 90% Hungarian Goose Down. After calling the customer service they apologized and they advised that more customers notice the same. Well I dont think they are planning to change this misleading on their website and I am not sure if this is legal for a consumer rights. Really disappoint when you pay for something according to the description and receive something else.

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“Overdue Refund ”

★☆☆☆☆

written by Vogelbt86 on 20/04/2020

I’ve been waiting since 23rd March for my refund, on 23rd March I was informed my refund was being processed by the warehouse. Very unhappy I’ve been waiting nearly 1 month for a refund?

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“Wonderful product, excellent customer service!”

★★★★★

written by rachelstevens on 12/07/2019

I've just received my order, which incidentally I placed 2 days ago! The linen sheets are superb, wonderful quality and a great fit for my superking mattress. The prices are exceptional I was a little worried that their 'white' would be off white, but it is a lovely bright white which matches all my other bedlinen. I had a couple of queries which customer service helped me with immediately. I cannot fault this company and will now order a few more items.

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“Top notch customer service and fantastic products! ”

★★★★★

written by hwarren on 11/12/2018

We have recently finished the renovation of a holiday let project and pretty much everything we have ordered online over the last 18 months has been a nightmare - damaged, wrong item, wrong colour etc etc and the battle to exchange some things has only made the experience even more stressful. Soak and Sleep however have been an absolute breath of fresh air to deal with and nothing has been too much trouble from the beginning. For the odd item that has had to be sent back (we ordered a large amount of bedding and towels), they have not quibbled in the least and a replacement was sent out the next day. I have also had the same lady helping me throughout the entire process (unheard of!) and although 'reviewcentre' tells me that I'm not to name people personally, I'm hoping that she sees this as the level of service that she has given us has been exemplary and she deserves a special mention..so thank you so much again *****! So if you are looking to make a one off purchase or for a longer term supplier for a B&B / Holiday Let business, then look no further than Soak and Sleep, they have been (and continue to be) fantastic.

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“Overdue Refund”

★☆☆☆☆

written by on 09/11/2018

Customer Service leaves a lot to be desired. I’m now nearly 3 weeks waiting for a refund. Originally told date and time (to the minute) my refund was sent, then told there had been a “technical glitch”, again reassured refund had been sent and 7 days after last explanation no refund. Why, when the rest of the country can transfer money within 2 hours, can I not get my refund in under a month? Appalling.

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“Have not received items”

★☆☆☆☆

written by RachelBlundell on 08/09/2018

I ordered some pillows last week with 3-5 working days delivery. As I had not received any communication I chased up via email, to be told that there had been a ‘stock take’ which had caused delays - my order, which should have arrived, has not been dispatched and they cannot tell me when it will arrive! Very poor service. I just hope the quality of the pillows is worth the wait, but needless to say I would not recommend this company for their service.

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“Excellent quality and service!”

★★★★★

written by Gwendolyn82 on 26/10/2017

Excellent quality products that last for years. I have a B&B and find it is well worth paying for this quality bedding as remains looking and feeling great after being laundered frequently - in fact I feel that the cotton actually feels softer after use! I have recommended Soak and Sleep to others and will continue to do so. When I have a query, the support staff are quick to respond and deal with whatever is necessary. I am going to be really picky now, but don't know where else to put this: A couple of issues with the site - with a business account, I still see the offers that don't apply to me, which should be taken away. Also, when filtering in the search, the stock remaining is not taken into account, so can be confusing and a little frustrating.

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“Waste of Money”

★☆☆☆☆

written by ElyseShields494 on 27/08/2017

I purchased a luxury wool mattress topper claiming a cooler night's sleep costing over £70. After sleeping on it for one night it made absolutely no difference to body temp. When I emailed Soak&Sleep they told me I couldnt return it as I had slept on it.... I asked how it was possible to find out if it helped body temperature without sleeping on it but was told they couldnt accept returns if slept on or washed. A complete and total waste of hard earned money. Then they offer too give discount of a wool duvet whuch they claim would also help regulate body temperature or collect mattress topper and give me a store credit!!! As if I havent already lost faith in their products!!!

Soakandsleepcs's Comment

Written on: 15/09/2017

Hello there,

Thank you for your feedback.

I am ever so sorry that the mattress topper did not meet your expectations.

The wool topper will wick away moister from the body and help to regulate body temperature, however it does need to be used with other full breathable items in order to offer maximum efficacy.

I have taken a look in to your correspondence with our services team and can see that you mentioned you were using the topper with a Feather and Down Duvet, this will help to insulate and therefore may have reduced the effectiveness of the topper.

We offered you a credit note for the topper which was used towards a Pure Wool duvet which is fully breathable and a great temperature regulator.

Kind Regards,

Elise

Customer Service Team Leader

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“800TC Egyptian Cotton Disintegrates After Just FOUR...”

★★☆☆☆

written by sheila981 on 16/06/2017

Two 800 thread count Egyptian cotton pillowcases disintegrated after just four years, developing large holes. When pushed, I was offered a full refund as a "gesture of goodwill" as they only offer a one year guarantee. Unacceptable quality - I have cheap poly cotton pillowcases that are still going strong after twenty years! Communication with Customer Services was good, but I have lost faith in the quality of their so-called "luxury" bedlinen which I expected to last the rest of my lifetime.

Soakandsleepcs's Response to sheila981's Review

Written on: 15/09/2017

Hello there,

Thank you for your feedback.

I am sorry to hear you are having issues with one of our products.

I have taken a look in to your correspondence with our services team.

We offer a 1 year manufacturing guarantee on all of our bed linen, but of course we expect it to last past this time, individual treatment and usage is also a factor.

As you have mentioned the linen is 4 years old, therefore I'm afraid it is out of our guarantee period.

However, we have offered you the amount you paid for the pillow cases in store credit as a goodwill gesture.

Kind regards,

Elise

Customer Service Team Leader

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“Wonderful quality and friendly customer service ”

★★★★★

written by AdriannaMacKenzie138 on 21/11/2016

I stayed at a bed and breakfast that used Soak&Sleep bedding, and slept so wonderfully I asked the owners where they sourced everything. I've given my bed an overhall, and also got gifts for friends and family. The products are second to none, and delivery is fast and easy to track. My daughter suffers from allergies and has moved to university so I spoke to a friendly customer service girl who gave me lots of advice and really helped. Couldn't recommend them more b

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“Beautiful linen and great service”

★★★★★

written by Melton228 on 21/11/2016

Discovered Soak and Sleep last year and have nearly filled all my bedrooms with their stuff! I started off with the 600TC linen, which is divine!! I now have several sets for each bedroom and have purchased a couple of duvets and pillows, all of which are great and I've never had any reason to complain. Customer Services are always so friendly and helpful when I need advise on what to buy next. The delivery is also very quick.

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“Luxury Soft As Down Topper King”

★☆☆☆☆

written by CatalinaLevesque on 21/11/2016

I bought this having read all the reviews about how soft it is - I found it super hard and not comfortable at all. And of course I can't return it.

Soakandsleepcs's Comment

Written on: 21/11/2016

Good afternoon,

I am very sorry to hear you are not getting on with one of our products.
This is very surprising to hear as this is one of our softest and best selling toppers.
Please pop an email over to our customer service department for the attention of myself so we can discuss the matter further and take a look at a more suitable product for you.

Kind regards,

Rebecca Head of Customer Happiness

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“Unslightly labels on outside of pillowcase”

★☆☆☆☆

written by CathrynH on 17/11/2016

Have bought quite a few travel pillows from soak and sleep - they are gorgeous. But the most recent one has 3 large labels sewn to the OUTSIDE of the pillowcase. I have queried this and was told 'this is how it is meant to be' and if I don't like it I can return it if it's unused. As this was a gift for someone, I now need to give it to her with these labels hanging off the outside of the pillowcase, or try cut the labels off without damaging the seam. Not acceptable.

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“Canadian goose down duvet - fabulous”

★★★★★

written by on 17/11/2016

Can't get up because this duvet is too nice. Best ever - at a great price. I have allergies but this down is fine. Also, I don't need to warm the bed before getting in because it only takes minutes to get up to temperature because of the insulation properties. It's so light that my damaged shoulders don't get pulled on when I turn over, either. I have the 9 tog and it's beautifully warm. Don't judge it too soon, though, because it takes several days to fully 'loft' after transit.

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“48 days to receive items!”

★☆☆☆☆

written by BrittanyFernandez1954 on 17/11/2016

When I placed this order nowhere did it say certain items were out of stock otherwise I would have gone elsewhere. Upon arrival a week later 2 bath sheets were missing. It took 48-DAYS in total to be in receipt of missing items! Also probably best to buy these sorts of items from an actual department store where you can feel for your self whether they are as soft as the 'Luxury 100% Egyptian Cotton' you might expect them to feel - safe to say they weren't as soft as expected.

Soakandsleepcs's Comment

Written on: 17/11/2016

Good afternoon,

Thank you for your feedback.
I am sorry it was not clear the towels were going on to a back order and for the long wait you had.
In reference to the bed linen, I am sorry you are not happy with the feel of it.
Please pop an email over to our Customer Services department for the attention of myself so I can look in to this for you and discuss the matter further.

Kind regards,

Rebecca

Head of Customer Happiness

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“Great Product and Service”

★★★★★

written by ConradHughes385 on 19/10/2016

I have been ordering from soak and sleep for a few years and wouldn't go anywhere else now. My whole bed is soak and sleep products, the mattress, the bed frame and the linen!! I also have their lovely towels in my bathroom. Everything is always great quality and is delivered super quick!! I made a mistake with my last order (sent it to the wrong address), I called the customer service team as soon I'd realised my mistake. The order was already out for delivery to the wrong place but the customer service lady stopped that delivery and turned the parcel round to be with me at the correct address the very next day! Great service! I will continue to tell everyone about you and I'm sure I will be back soon for some Christmas presents :).

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