This pillow has been a game changer for my neck pain. The Adjustable pillow is the perfect height and support I've been looking for. Super easy to order, arrived quickly. I'm sleeping better than I ha... Ver mais
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Ordering was super quick and simple, and the pillow arrived right on time. It's honestly the best one I've ever used-perfect support and height for a side sleeper like me. Pleased so far.
A empresa respondeu
First time ordering off Kally. Not received order, customer service does not reply. I was excited to get my body pillow, very frustrated as no order, just want a refund now
A empresa respondeu
I ordered a body pillow last week from kally sleep.Despite numerous emails to request when I am going to receive my order,I have no response. Be very wary of buying from this company as they clearly d... Ver mais
A empresa respondeu
Informações sobre a empresa
Escrito pela empresa
Kally Sleep brings you the ultimate ergonomic pillow. Developed in conjunction with leading Harley Street practitioners to promote healthy sleep posture.
Informações de contacto
Cavendish Square 18, W1G 0PJ, London, Reino Unido
- hello@kallysleep.co.uk
- kallysleep.com
3,3
Aceitável
830 opiniões
Respondeu a 94% das suas opiniões negativas
Geralmente responde dentro de uma semana
Como esta empresa usa o Trustpilot
Veja como as respetivas opiniões e classificações são obtidas, classificadas e moderadas.
Wrong size sent, no response from customer services
Ordered a pair of pillow cases to fit a Kally Sleep pillow I have. Despite checking the sizes online the pillow cases I was sent were too small. I’ve tried contacting customer service about an exchange for the correct cases but they haven’t responded (not even a holding message to say they’ll respond at some point). There’s no number to call to speak to anyone and it’s not even clear on the website how to return the items for a refund (you’re directed to contact customer service). Not great.
EDIT - Order #6445. You have all of these details from the repeated emails I’ve sent. They’ve just been ignored for over a week. Asking me to send another email is a bit of a joke. Read the emails previously sent.
11 de dezembro de 2025
Opinião espontânea
Resposta da Kally Sleep
Hi T Wims,
Thank you for your feedback, and we’re sorry to hear about the issue with the pillowcases. We have asked for some additional information so we could locate your order and arrange an exchange or refund, but we haven’t yet received those details.
Please get in touch with us at hello@kallysleep.co.uk
with your order number and the size you received, and we’ll be very happy to resolve this for you as quickly as possible.
Kind regards,
The Kally Sleep Team
No response to email chase
Placed order ( #6235 confirmed) on order says stock due in 28th November, now the 14th December and not heard anything despite money being taken. Have emailed through to chase and nothing back.
Again unfortunately seems to be a traight reading through other reviews. Buyer beware
EDIT: Can you give me some kind of idea when I can expect the items if I stick with the order?
EDIT: pillows now received and have changed the star review to 3 as they are of good quality. Just need to sort out the delivery expectations
14 de dezembro de 2025
Opinião espontânea
Resposta da Kally Sleep
Hi Oliver,
Thank you for your review, and we’re very sorry for the delay and lack of communication you’ve experienced. Your order was placed as a pre-order for the Side Sleeper Pillow, and while the stock did arrive as expected, the exceptionally high demand has meant it’s taken longer than anticipated to process the large volume of backorders.
We completely understand how frustrating this is, especially as payment was taken at the time of ordering, and we apologise that we didn’t keep you better informed. Your order is still being processed, but if you would prefer to cancel and receive a full refund, please contact us at hello@kallysleep.co.uk
and we’ll take care of this for you straight away.
Thank you for your patience, and we’re sorry that your experience hasn’t met expectations so far.
EDIT: Your order has now been shipped. Please contact us if you have any further issues. Thank you
Kind regards,
The Kally Sleep Team
Well done Kally Sleep
After my first communications to Kally Sleep concerning non-delivery were not responded to, I posted a negative review and Kally Sleep responded quickly and positively to put things right.
The pillows arrived soon after and they are superb. Both my wife and I have slept really well from the first time we used them and we are very pleased with our purchase.
Well done Kally Sleep!
13 de dezembro de 2025
Opinião espontânea
Resposta da Kally Sleep
Hi Dick,
Thank you for your review, and we’re sorry for the frustration caused by the lack of communication. Your order was placed for a pre-order item, The Ultimate Side Sleeper and your message to us was sent over the weekend. Our customer service team operates Monday to Friday, so there was unfortunately a delay in responding.
We completely understand how concerning it can feel to be waiting without an update, and we apologise that this wasn’t clearer. Your order remains scheduled to be fulfilled once all pre-orders are processed, but if you would prefer to cancel and receive a full refund, please let us know and we’ll arrange this promptly.
Thank you for your patience, and we’re happy to help resolve this in whichever way works best for you.
Kind regards,
The Kally Sleep Team
Felt good initially but quickly lost…
Felt good initially but quickly lost shape , now my neck is stiffer than it ever was :(
*Edit. i missed the deadline to reply, didnt know there was one.
The link to trustpilot is generated when someone purchases from you so i don't know why you cant see that i bought 2 pillows. (David Thomas)
The pillow raised my head so much that I started snoring for the first time and lying on my side resulted in permanent pain and stiffness. Switched back to old pillows and within 48 hrs my neck was back to normal.
13 de dezembro de 2025
Opinião espontânea
Resposta da Kally Sleep
Dear Dave T,
We’re really sorry to hear that the pillow hasn’t performed as expected and that you’re experiencing discomfort — that’s certainly not what we want for our customers.
At the moment, we’re unable to locate an order linked to this review. If you could please contact our Customer Service team directly with your order details, we’d be very happy to look into this and see how we can help resolve the issue for you.
We appreciate you taking the time to share your feedback and hope we can assist further once we have the relevant information. Thank you
Kind regards
The Kallysleep Team
Very, very poor…
Sent items by Evri who failed to deliver to the correct address (or failed to deliver), and no response from Kally Customer Service. And no pillows, so will need to resort to reclaiming my payment through credit card or Small Claims Court. Very, very, poor.
10 de dezembro de 2025
Opinião espontânea
Resposta da Kally Sleep
Hi Paul,
Thank you for your feedback, and we’re very sorry for the frustration caused. We are currently investigating the delivery issue with Evri to understand what has happened with your parcel.
We have also replied to your recent email to update you on the situation, and we’ll continue to keep you informed as we work to resolve this as quickly as possible.
We sincerely apologise for the inconvenience and appreciate your patience while we get this sorted.
Kind regards,
The Kally Sleep Team
Cancelled order & refunded
I ordered 2 pillows on the 28th November. I haven’t yet received them and I just read all these bad reviews so instantly cancelled my order. Within half an hour I had been refunded. Hopefully I dodged a bullet.
28 de novembro de 2025
Opinião espontânea
Resposta da Kally Sleep
Hi Lisa,
Thank you for your review. We’re sorry to hear that you felt the need to cancel your order, but we’re glad we were able to process your refund quickly for you.
If you ever reconsider or have any questions about our products or service, we’re always here to help at hello@kallysleep.co.uk
Kind regards,
The Kally Sleep Team
I would really like to know where my…
I would really like to know where my order is (5963]. email sent to (presumably) Customer Services but so far no reply. Product was supposed to be back in stock at the end of November.
10 de dezembro de 2025
Opinião espontânea
Resposta da Kally Sleep
Hi Pamela,
Thank you for your review, and we’re very sorry for the delay regarding your order. We understand how frustrating this has been. As previously mentioned you ordered a pre-order product which means we were waiting on the stock to be delivered.
We’re currently working to get your order dispatched today, and we truly appreciate your patience while we finalise this.
If you need any further updates, please feel free to reach out to us at hello@kallysleep.co.uk
Kind regards,
The Kally Sleep Team
Order #5531 not received
Order #5531
I was willing to give the benefit of the doubt. But then I read another review who received exactly the same response as me when chasing my order: "The stock for this order has arrived and the team is working to get this order out the door as soon as possible as there are a number of backorders to process."
I am now starting to believe this is not genuine and that is very disappointing.
I have only ever received 1 email with the quoted statement above and nothing since even after chasing on another 2 occasions. The delivery on the website says 2-4 days - be honest and upfront, if someone asks when the item can be expected - tell them! My view may change if I ever receive the pillow....
24 de novembro de 2025
Opinião espontânea
Resposta da Kally Sleep
Hi Nicola,
Thank you for sharing your feedback, and we’re very sorry for the frustration caused by the delay. We completely understand how disappointing this has been, and we sincerely apologise for the lack of timely updates.
You purchased a pre-order item, and due to an unexpected surge in demand we have received thousands of orders for this product. Our team has been working through the backlog as quickly as possible during a very busy period, and we are processing orders in the order they were received.
We expect to have your pillow dispatched shortly, and we’re hopeful it will be delivered this week. We truly appreciate your patience and apologise again for the inconvenience caused.
If you need any further help, please feel free to reach out to us at hello@kallysleep.co.uk
Kind regards,
The Kally Sleep Team
Very disappointed with the side sleeper…
Very disappointed with the side sleeper pillows. I ordered 4 (big mistake to order 4 without trying) I tried one pillow and found it to be horribly uncomfortable. Very hard pillow and one corner was not filled and I couldn't puff it up so that it would fill. I wish I had read previous reviews and bothered to read the return policy. Returns are at customers cost. To return mine it was £15.00. I could have bought a pillow for that price probably better than the Kallysleeper. Buying a pillow I now realise should be done hands on and feel not online. Expensive mistake.
5 de dezembro de 2025
Opinião espontânea
Resposta da Kally Sleep
Hi J Ives,
Thank you for sharing your feedback, and we’re sorry to hear that the Side Sleeper Pillows weren’t the right fit for you. Comfort is incredibly personal, and while this product is one of our most highly reviewed with a very low return rate, we completely understand that it may not suit everyone.
We’re also sorry to hear about the corner of the pillow not being filled correctly — that certainly doesn’t sound right. If you haven’t already done so, please feel free to contact us at hello@kallysleep.co.uk, as our team will always try to help in cases where the product may be faulty.
Thank you again for taking the time to leave your review.
Kind regards,
The Kally Sleep Team
Free replacement
They replaced for free the cover of my pillow without question and without a guarantee. Super impressed.
30 de novembro de 2025
Opinião espontânea
Resposta da Kally Sleep
Hi Gellman Family,
Thank you so much for your lovely feedback! We’re delighted to hear that you were happy with the service you received and that we could help promptly with your pillow cover replacement.
We’re proud to stand behind our products and always aim to make things as easy and reassuring as possible for our customers — so it’s great to know we got it right for you.
Thanks again for choosing Kally Sleep!
Kind regards,
The Kally Sleep Team
Not received item - now received and pleased
I ordered the side sleep pillow on 10th November understanding that it would be back in stock on 13th November. Like so many people, I have not received my order which is really concerning and disappointing. I would not recommend this company.
Update in response to Kally sleep
I am not sure why you canot find my order. I received an email from Shelley at Kally sleep on 30th November apologising for me not receiving my order saying "The stock for this order has arrived and the team is working to get this order out the door as soon as possible as there are a number of backorders to process." My order number is #4942. It has not been delivered. A separate order has been delivered but not order number #4942.
Update
Received pillows! Wanted to update to say that they are really very good! I am very very pleased with them. Alls well that ends well,
30 de novembro de 2025
Opinião espontânea
Resposta da Kally Sleep
Hi Lucy,
Thank you for your review, and we’re very sorry to hear about your concerns. We’ve checked our system, and the tracking information shows that your order has been successfully delivered. We also don’t appear to have any record of correspondence from you regarding any delivery issues.
Please could you contact us at hello@kallysleep.co.uk with your order details so we can look into this immediately and make sure everything is resolved for you? We’re more than happy to help.
Kind regards,
The Kally Sleep Team
poor communication regarding delivery,
As so many others have said, very poor communication regarding delivery, not responding to emails and still waiting for two pillows weeks later.
28 de novembro de 2025
Opinião espontânea
Resposta da Kally Sleep
Hi Mary,
Thank you for your review, and we’re very sorry to hear that you haven’t received your order. We’ve checked our system and unfortunately we don’t appear to have any correspondence from you or at least the name you have provided in this review, so we haven’t been able to identify your order.
Please contact us at hello@kallysleep.co.uk with your order number and we’ll be more than happy to sort this out for you as quickly as possible.
Thank you again for your patience and feedback.
Kind regards,
The Kally Sleep Team
Don't order from here!!!
Don't order from here!!!
I ordered at the end of September, pillow never arrived, I emailed and got a response that it was on preorder, nowhere on the website had it mentioned this and it was showing as on it way on the tracking... contacted customer services who did not care and then when I emailed again a month after my order asking for an update I never even got a response. Save yourself the hassle and look elsewhere.
28 de setembro de 2025
Opinião espontânea
Resposta da Kally Sleep
Hi Abigail,
Thank you for your feedback, and we’re very sorry for the frustration and inconvenience you’ve experienced. We can see that your order is currently showing as in transit with our delivery partner, Evri, but it appears to be delayed. We have previously raised an investigation with them to find out what has happened and to get this resolved as quickly as possible.
We sincerely apologise for the lack of clarity and for any confusion regarding the preorder status at the time of purchase. We understand how disappointing this experience has been and we’re working to improve both communication and tracking visibility going forward.
As soon as we have an update from Evri, we will be in touch. If you’d prefer not to wait, we’re also happy to arrange a full refund — just let us know.
Kind regards,
The Kally Sleep Team
No delivery, no updates, no communication
I ordered 2 pillows on November 1st, 26th November I have had no update regarding shipping, no pillows have been delivered.
I have attempted to contact Kally Sleep both via their website contact form and by email and have had no acknowledgement of my contact nor any update.
I am in the process of continuing to pursue the company after taking a chance to try them (away from my usual - Emma) and I am really disappointed, hopefully I can get a refund.
26 de novembro de 2025
Opinião espontânea
Resposta da Kally Sleep
Hi Shannen,
Thank you for your feedback, and we’re very sorry for the frustration caused. We did email you with an update confirming that your order is still scheduled for delivery, and we’re working to get it to you as soon as possible.
However, if you no longer wish to wait, please just let us know and we’ll be happy to cancel the order and issue a full refund right away.
We appreciate your patience and are here to help resolve this as quickly as possible.
Kind regards,
The Kally Sleep Team
Non communicative
Today is the 25th November, on 22nd October I paid for some pillows. I did get an email a couple of days later saying that they had sold out, but my order was being placed on a 'back order'.
Since then I have contacted them thrice, email (twice) and live chat (once) - no replies and no pillows :)
22 de outubro de 2025
Opinião espontânea
Resposta da Kally Sleep
Hi Steve,
Thank you for your feedback, and we sincerely apologise for the delay and lack of communication. We understand how frustrating this has been — especially after waiting since October.
Your order was placed on backorder due to stock running out sooner than expected, but we’re pleased to confirm that your order has now been shipped and should be with you shortly.
We’re sorry again for the inconvenience and appreciate your patience. If you need any further assistance, please feel free to contact us at hello@kallysleep.co.uk
Kind regards,
The Kally Sleep Team
Still awaiting order, no communication
I’ve emailed Kelly sleep twice but no response. Ordered pillows on 7th Nov which were on pre order to be sent out on 13th Nov. No communication back from the company or any sign of my order. It seems they do actually reply here so would appreciate a response. Terrible customer service.
7 de novembro de 2025
Opinião espontânea
Resposta da Kally Sleep
Hi Aarti
Thank you for your feedback, and we sincerely apologise for the delay and lack of communication. We understand how frustrating this has been — especially after waiting since the 7th of November.
As you are aware, your order was placed on backorder due to stock running out sooner than expected, but we’re pleased to confirm that your order has now been shipped and should be with you shortly.
We’re sorry again for the inconvenience and appreciate your patience. If you need any further assistance, please feel free to contact us at hello@kallysleep.co.uk
Kind regards,
The Kally Sleep Team
Still awaiting for a delivery
On the strength of a Which? Magazine test, I paid for an order on 2/11/25 for a Kally Sleep pillow that at the time stated delivery for 17/11/25 when they will have stock. On 14/11/25 I send a message via their Kally Sleep virtual chat requesting delivery update, but did not receive any confirmation, acknowledgement or response from the virtual chat. On 17/11/25, I write to Kally Sleep on their online contact form (note that no telephone number can be found), as I notice that the item is NOW in stock for next day delivery on the Kally Sleep website. On 18/11/25, I’m informed by Kally Sleep email ‘not entirely sure what's happened here but I suspect you ordered just as the stock ran out and the order is sitting in the back-order which means it's waiting for stock’. I choose the following option given by Kally Sleep to me: ‘Wait for the next replenishment of stock – more stock is due to arrive tomorrow the 19th November, and your order would likely be delivered shortly afterwards’. I informed Kally Sleep 30 minutes after their email to me. On 20/11/25 Kally Sleep email ‘The stock for this order has arrived and the team is working to get this order out the door as soon as possible as there are a number of backorders to process’. So no anticipated dispatch/delivery date at all. Now, having ordered on 2/11/25, I would have thought my single pillow is one of those back orders, but the inference is that there are customers waiting even longer than me to receive their Kally Sleep pillow.
This review is a factual status and experience of the service I’ve encountered with Kally Sleep. Unfortunately, the lowest single star rating is given as the Kally Sleep virtual chat did not result in any response, Kally Sleep does not have a customer service contact telephone number and I still do not have visibility of any delivery date, even though it’s still listed as ‘in stock for next day delivery’.
Ignorantly, I didn’t check Kally Sleep on before ordering, mainly as a result of the Which? Magazine product test. If I had checked Trustpilot in advance, I probably wouldn’t have ordered a Kally Sleep pillow, since customer service is as important as the product itself. I trust my experience will further assist in any potential Kally Sleep customers to decide if they’d order from Kally Sleep.
I’ll happily update this review experience if I receive and meaningful updates or the pillow itself.
———————-
1st update. Thank you for your reply. Please understand that I already have an open communication with Kally Sleep using the provided email address, which replies are described above. Opening another email would just confuse, besides it shouldn’t be necessary for a Trustpilot review to expedite Kally Sleep in fulfilling an order, especially if it means my prioritisation results in another innocent customer being pushed back in the queue. I appreciate Kally Sleep responding, but if most customers who ordered such a pillow have now received their orders, then mine should be ready for dispatch. I trust that Kally Sleep should be able to determine any remaining, unfulfilled orders via your logistics systems, and from there, I will be notified that my simple, single pillow order will be dispatched.
———————-
2nd update
Finally, today I receive a shipping notification email on 27/11/25.
———————-
3rd update
Finally arrived 28/11/25 with multiple emails and this Trustpilot review, from an original 2/11/25 pre-order date for 17/11/25 delivery.
21 de novembro de 2025
Opinião espontânea
Resposta da Kally Sleep
Hi InMINI,
Thank you for sharing your feedback, and we’re very sorry for the frustration and inconvenience caused by the delays with your order. We completely understand how disappointing it is to experience multiple revised dispatch dates without clear updates, and we sincerely apologise.
Due to an unexpectedly high demand for the Ultimate Side Sleeper Pillow, our stock replenishment was repeatedly delayed, particularly due to transportation issues. While we provided estimated dispatch dates in good faith, these delays meant we could not meet them, and we acknowledge that our communication should have been clearer and more proactive during this time.
Please be assured that we are actively working to improve both our stock management and communication processes so that experiences like this are not repeated.
Most customers who ordered the Ultimate Side Sleeper Pillow have now received their orders. We’d really like to investigate your case specifically, but we’ve been unable to locate your details. Could you please email us at hello@kallysleep.co.uk
with your order number? Once we have this, we will prioritise your case and work to resolve it as quickly as possible.
Thank you again for your patience, and we hope to put this right for you promptly.
Appalling customer service
Ordered on 21st October, then told item was out of stock, then told it would be delivered around 15th November. Still waiting and getting absolutely no response from customer service. Awful.
UPDATE
Received my order 27/11/2025. Hopefully Kally Sleep will improve communication with their customers in the future.
21 de outubro de 2025
Opinião espontânea
Resposta da Kally Sleep
Hi Gary,
Thank you for your feedback, and we’re very sorry for the delay and lack of communication you experienced with your order. We understand how frustrating it is to be given revised delivery dates without clear updates.
We’re pleased to confirm that your order has now been dispatched and is on its way to you. You should receive it very soon.
We sincerely apologise for the inconvenience caused and appreciate your patience. If you need any further assistance, please don’t hesitate to contact us at hello@kallysleep.co.uk
Kind regards,
The Kally Sleep Team
Very very slow
I didn’t receive the product yet, but I feel like I need to write my experience for everyone to know. When (or if) I receive the pillows I might add another star.
Preordered 2 pillows that were supposed to be sent on 13th November. On 13th they didn’t send anything and said it will be sent on 18th. On 18th, of course they didn’t send anything, then finally on 20th I received a reply that the order will be sent as soon as possible. Now I’m waiting… weird that I have to wait that long for a couple of pillows. Even if I will love them, I can’t give more than 2 stars just because of all of this headache.
19 de novembro de 2025
Opinião espontânea
Resposta da Kally Sleep
Hi Samuel,
Thank you for sharing your feedback, and we’re very sorry for the frustration and inconvenience caused by the delays with your pre-order. We understand how disappointing it has been to experience multiple revised dispatch dates, especially without clear updates along the way.
Your order was part of a pre-order batch due to unusually high demand for the Side Sleeper Pillow, and while we expected stock to arrive on the dates initially advised, delays in transportation unfortunately pushed this back further. We should have communicated these changes more clearly and promptly, and we sincerely apologise for the confusion and inconvenience this caused.
We’re working hard to improve our stock visibility and communication process, so experiences like this don’t happen in future.
Thank you for your patience — we hope your pillows will arrive very soon, and that once received, you’ll find them worth the wait. If you need further help in the meantime, please don’t hesitate to get in touch at hello@kallysleep.co.uk
Kind regards,
The Kally Sleep Team
Kally Side sleeper pillow
Kally Side sleeper pillow
After a long wait my 'side sleeper' pillow arrived. Rather than use it straight away, I decided to try it out for half an hour in its packaging, as it seemed very hard and wrongly shaped for the side sleeper style of pillow.
I found the pillow to be far too hard and uncomfortable, offering no specific support for my neck as detailed in the Kally advert.. So I contacted the company for a return label and was told they do not accept 'used' returns but that I should send my unwanted pillow(at my own expense) to a charity -name and address given by Kally - and that Kally would refund my money when the charity confirmed receipt of the pillow. I have not done this and intend to contact Trading Standards to report the pillow as 'Not fit for purpose'. Both the filling and firmness are completely wrong for the support the pillow is supposed to give I would have expected it to be filled in layers with an indentation for the head - as on other side sleeper pillows - but it is in fact packed with a cheap coarse grey hollow fibre material that has no shape or 'give' in it. Not worth the price at all!
29 de outubro de 2025
Opinião espontânea
Resposta da Kally Sleep
Hi Anluise,
Thank you for sharing your feedback, and we’re very sorry to hear that the Side Sleeper Pillow wasn’t the right fit for you. While this product is one of our most highly reviewed pillows with a very low return rate overall, we understand that comfort is personal and won’t be the same for everyone.
We don’t appear to have a record of further communication from you regarding this issue, but we’re more than happy to look into it and help resolve the matter. Please contact our customer care team at hello@kallysleep.co.uk with your order details so we can review your case and assist you directly.
Kind regards,
The Kally Sleep Team
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