This is ridiculous compared to how much we have already spent on the Hypnos mattress and bed base (£2000!!). However, after the technician's visit, John Lewis/Hypnos claimed 'comfort is subjective' and refused to honour their guarantee!! They offered us a measly £20, and only after much noise did they increase it to £50 credit. The middle of the mattress evidently has a sunken area. ![]() John Lewis sent a technician to check, and we can see from his measurements that the mattress was obviously imbalanced. We complained twice to John Lewis and attempted to claim for a refund/replacement under their advertised 10-year guarantee. We even thought it could be the bed base problem and spent another £1000 to get the Hypnos Firm Edge 4 Drawer Divan Storage Bed with Laptop Safe!! Even then, we wake up EVERY morning with pains and aches on our shoulders and backs. We thought it would get better over time, and followed Hypnos' recommendation to flip the mattress every season. From the very start, the mattress did not feel as firm and comfortable as the display model at John Lewis. We bought a king size Hypnos Superb Pillowtop 150 mattress for £999, 1.5 years ago from John Lewis Westfield White City. I would advise other potential customers that, unless they wish to take a very expensive gamble, they should avoid Hypnos as they offer no satisfactory after-sales service if problems arise. I wish I’d read the Trustpilot reviews before I made my purchase as it seems I’m not alone. ![]() I feel the fact that Hypnos, unlike many other bed manufacturers, don’t offer a trial period on their mattresses speaks volumes. We’ve now had no option but to move into a small double in our spare bedroom. I’ve also tried using a good wool topper which has made no difference whatsoever. I’ve already spent £2520 on this bed so I’m certainly not inclined to give Hypnos any more money. Hypnos seem to have washed their hands of the complaint and the retailer has suggested I purchase a mattress topper at an extra cost of £202 or to choose another Hypnos mattress at 50% off RRP. The inspector couldn’t find any physical faults as such with the bed but did declare it on his report as “very firm and not soft at all” in fact, his very words to me were “I couldn’t sleep on that”. By September the bed was still rock hard and I contacted Hypnos again who arranged for an inspector from Homeserve to take a look at it. The response from Hypnos was pretty dismissive: it was “normal for a new bed to feel firmer than the shop model” and that I should give it a minimum of 3 months to further settle in and soften. By July, having failed to get a night’s sleep and by now in real pain, I realised this wasn’t just a case of a bed taking time to settle and soften and I contacted my retailer and Hypnos to complain. By day two my hips were in agony (I’ve never suffered hip pain before) and this has continued to worsen. The bed was delivered in mid May and on the first night I developed pins and needles in my legs and feet. Through a local retailer we ordered exactly as we’d tried: same base, same mattress. We spent a few hours in the showroom checking it’s comfort then returned to the showroom before purchase to have a second trial and be doubly sure it was the bed and mattress combination we wanted. ![]() We visited the Hypnos showroom in Princes Risborough before choosing their super-king ‘luxury no turn deluxe divan set’ which is advertised as ‘medium’. Luxury no-turn (med) mattress gives excruciatingly painful sleep and Hypnos after-sales service is appalling.
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