Brightr® Sleep Avis 1 365

Item was delivered on time. Kept well informed about delivery. Good company to buyrom

I was kept advised every step of the way and when parcel arrived it was exactly what I was expecting. I think being a returning customer says it all.

Arrived quickly and good quality. I have bought more pillows than I can count and am still getting used to this one but so far I am well impressed. I have no pressure on my head and -fingers crossed have found a pillow that delivers. I like the fact you can add and remove filling. It would ve good if they sold refill bags of stuffing separately for people who might need it.

It came quickly and had the best night sleep in a while

Have only been sleeping on the mattress for 3 nights and it appears to be satisfactory. Have only slept on the firmer side at present so need to try the less firmer side to see which better suits my needs.

My boyfriend had neck problems and the pillow really helped him and he no longer wakes up with a sore neck and back.

Speedy delivery. Well packed item. Pleased with the comfortable mattress topper, giving extra life to a slightly too soft mattress.

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.