Soak&Sleep Reviews 

Our order has still not been received. I have tried communicating with soak and sleep but I’m just getting automated responses. I’ve tried communicating with DPD and getting no response and I’m now trying to request a refund.

Incredibly slow response times.

Edit - I’ve chased multiple times and have been trying to contact them for weeks now. Never pick up their phone. Never respond to emails. No live chat on website.

STILL no response for a refund on my order. Still nearly £200 that they’ve taken from me but no order and no refund.

Yet they have time to reply on here - purely for optics. This is an outrage.

Tried to change this to one star as I cannot trust this company!

Always great products from this company. Crisp linen that irons well (and I know that sounds weird but some similar products really do not iron and take forever to remove creases!!) I have a small guest rental and that makes a big difference.

Adore our new pillows and duvet, so soft and the quality feels amazing! Customer service is also fantastic - I emailed with a query and it was responded to very quickly. Very happy and wanting to purchase more now!

Horrible customer service been sending emails for the past 2 months for a simple refund. Not even a single reply. Try calling in and they all in training. Good luck trying to get a real person on the line its just AI nonsense.

Despite slight delay in delivery due to logistics issues, the bedspread I ordered is at good quality standard and as described / viewed. Only consideration is that pebble grey is more like light grey, less beige. There is always some deviation in colour from screen to reality. Very pleased overall!

Very concerning – nearly £200 paid and no idea where my order is

I placed an order for a duvet and pillows on 2 September (Order S1030360), spending nearly £200. I was advised that delivery would take 3–7 working days.

We are now on the 7th working day and I have received nothing – no delivery and, more concerningly, no communication or update about my order whatsoever.

I have tried calling the customer service number during the advertised opening hours of Monday–Friday, 9am–5pm, but the automated message says the offices are closed and simply repeats those same opening hours.

I have also emailed the company. The only response I received was an automated AI reply saying that a human would be in touch. Nobody has contacted me.

This is genuinely concerning. I have paid nearly £200 and currently have no idea where my order is, when it will arrive, or even whether it has been dispatched. What makes the situation worse is that I cannot seem to get hold of anyone at the company to find out.

I ordered from Soak & Sleep expecting a reputable company and a good level of customer service, so this experience has been extremely disappointing.

Unless somebody contacts me urgently with a clear update on my order, I feel I will have no choice but to contact my bank to discuss recovering the payment.

I would simply like someone from Soak & Sleep to contact me and explain where my order is and when I can expect to receive it.

I bought the wrong size to start with but soak and sleep were very helpful in sorting out the right size so I could return one and re-order the correct one.
It is very comfortable.

Beautiful silk duvet. Feels wonderful. Sleeping better already after just 2 nights sleep, thank you

Very pleased with product. Arrived promptly

Transformed my sleep .. unbelievable !

Lovely items , had an issue with next day delivery however this was sorted swiftly
Via there customer service . Thank you

Delivery was meant to be in 3-5 days, 10 days have passed without any communication. The item was never even dispatched and no response on the phone or by email.

Order number S1029619.

Update: They responded to apologise and told me that the order would be dispatched by Monday. It’s now the following Tuesday, and the order had still not been dispatched.

It has been over two weeks since the order was originally placed, without so much as a dispatch email.

I consider quality and comfort of bed linen to be of prime importance seeing as how we spend about a third of our lives in bed. I have been a customer for many years and keep coming back so that says a lot about how much I like your products.

My order was delayed, and I have received next to no information about what's happening, when it's arriving, why it was refused. If it is ever gonna show up. The last update on the DPD tracking (which i can't even access via the route they linked) was from almost 5 days ago, and its just spam of the same update over and over "your order is back at the depot"
And even though they haven't even shown up, my emails are being spammed with promotions and asking for a review and special deals for other things.

I ordered a duvet cover in July. It's now mid September and it still hasn't arrived. No communication from soak and sleep to manage expectations of delivery date. I emailed to complain and got a generic ai response saying a real person would come back to me. That was days ago and they haven't. Terrible service - would strongly advise against using this company.

Have taken my money but 8 days later I have still not received the order. I have been trying to contact customer service but nobody getting back to me! DO NOT ORDER FROM HERE!

No comms sent. Have ordered on the 5th of September took my money and have not updated me in the dispatched. It still says “unfullfilled”, have emailed them and only got an ai bot reply to me with no resolution or even answering my questions. Should have read all these recent negative review about late dispatch and poor comms!

Beautiful quality and good prices

Absolutely do not the customer service. I have bought many of their products for years. Recently I purchased a linen sheet which has ripped within a year of buying. The chat bots are refusing to investigate or refund. Awful. You are supposed to trust them but they don’t trust you. Don’t order any linen