Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/11/2026

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order and got it and it was very uncomfortable and gave me a headache. I wanted to return it and followed all the instructions to return. They refused to send me a return label. I just want my money back. My husband also got one and they wont refund him for his subscription either. I feel this company is a scam.

  Business Response

  Date: 03/12/2026

  Customer is making up complete lies, 

  She claims she had a headache after using the headband on 3/11/2026 at 3:58pm PST, a return label was generated and sent to her exactly 4:01pm PST on 3/11/2026, 3 minutes later. 

  Where is her proof that we denied her a return for a full refund? 

  Customer Answer

  Date: 03/12/2026

   
  Complaint: 24628350
  
  I am rejecting this response because:
  The company is completely rude and fake. I emailed them 3-5 times before getting a label. I only received one after opening this complaint. 
  

   

   

  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 03/13/2026

  We are sorry that you interpreted asking how we can help with your Somnee as being rude, but we do not see any refusal for a return, The agent ask how they can help, and provided a return label. 

  Customer Answer

  Date: 03/13/2026

   
  Complaint: 24628350
  
  I am rejecting this response because:
  I never said you guys were rude when I asked to return it. I said I had to email you multiple times and file a bbb complaint to get the return label. You were rude calling me a liar in your response. not professional at all or the way a company should act. Horrible experience all the way around. 
  

   

  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:03/11/2026

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a headband off of REMOVEDto help with my sleep from somnee. The headband, even though it was new, did not comewith a membership. The company forced me to buy a membership to even try the headband. I bought the membership for $100 that was supposed last six months. I used the headband for two days and the quality was horrible. It was hard to sleep in and very uncomfortable. I returned the headband on REMOVED. I asked the company to issue me a refund as I only used it for two days and did not evenreceive the physical stuff that it was supposed to come with yet. It took them three days to respond after multiple emails, And when they finally responded, they told me the membership was not refundable. I view this is absolutely ridiculous as I just threw away $100 This is typical Silicon Valley liberalism at its finest. They promised a whole bunch but in reality they deliver nothing and just intend to take your money without any repercussions.

  Business Response

  Date: 03/12/2026

  The product the customer purchased was a REMOVEDSleep Membership (a subscription service) that is not refundable.

  Our 45-Day Guarantee is for our Smart Sleep Bundle (Headband + membership) and Somnee headband (headband only). 

  The customer purchased a used item on REMOVEDand our Somnee Sleep Membership (which is a subscription service), this item service is non refundable.

  It also appears that his wife, also opened an unsubstantiated BBB claim that we did denied her a return/refund (ID REMOVEDas well, she requested a return/refund at 3:58pm PST on March 11, 2026 and a return label was generated and shipped to her at 4:01pm PST same day, exactly 3 minutes after her request for return/refund. This just an attempt to smear our company name.

  Customer Answer

  Date: 03/12/2026

   
  Complaint: 24624880
  
  I am rejecting this response because:
  First off don't ever lie about me or my wife as long as you live. My wife submitted screen shots of your company emails, so you not only lied about her but you are misleading the public by saying we are trying to smear your company.  Your product REMOVED, if you product wasn't a scam you would offer a full refund.  You tried to stop my wife from returning your scam product 2 times, and only sent her a return label after she reported you to the bbb.   Secondly, I didn't purchase anything used.   I bought a brand new unit elsewhere, as I stated in my email.   Companies like yours won't and can't survive long term, as you're essentially a scam company doing everything you can in order not to get caught.  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 03/13/2026

  Somnee can only be purchased new from the Somnee website, if someone purchases and "re-sold" it some place else, it is not direct from Somnee, it is considered 2nd hand, that is why there was no membership with the headband, as the headband can only be purchased with a Somnee Sleep Membership with the 45 day trial. 

  Customer Answer

  Date: 03/13/2026

   
  Complaint: 24624880
  
  I am rejecting this response because: You're still a scam company and I want people to know how you treat your customers and that your product is a scam. 
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The device does not work, I asked for technical support, they provided only time during the working day that doesnt work for me, I asked for instructions to return product, they sent troubleshooting instructions again, I asked again for instructions to return product, they then sent video links for troubleshooting, I asked to return product again and they went back to setting up a video conference in the middle of the day. They have a 45 day return policy that they started the clock on when it was shipped not received, regardless I had this for one day and it did not work and I immediately started to ask for heptand eventually to just return

  Business Response

  Date: 12/13/2024

  Dear BBB,
  
  A demand to make ourselves available only based on his timeline is ludicrous, would one make the same demand of the REMOVEDor REMOVEDto open its doors on a Sunday just because it is not convenient for them on regular business hours? And then complain to the BBB about not being available to provide support outside of our normal business hours? The customer's claim that he asked to return his device multiple times is a complete lie. 
  
  Here is the customer service timeline with each correspondence from each party:
   - REMOVEDfirst contacted us on Thursday evening on December 5, 2024 - (See Exhibit 1), there was no ask to return the device from the customer
   - The customer service team responded to his issue on same day December 5, 2024 on troubleshooting steps to fix his issue (See Exhibit 2)
   - The customer service team again emailed him to offer a 1 on 1 video call on proper use of the device on December 6, 2024 (See Exhibit 3)
   - The customer responded with his first and only time requesting a return on December 6, 2024 (See Exhibit 4)
   - The customer service team responded by offering a 1 on 1 session to help with his issue on December 6, 2024 (See Exhibit 5)
   - The customer responded by complaining about our trial period policy and demanded we make ourselves available outside of our normal business/support hours on December 6, 2024 (See Exhibit 6), there was no ask to return the device from the customer
   - The customer schedules a time to meet with our technical support team on December 6, 2024 for the same day at 2:30pm his time (See Exhibit 8)
   - The customer fails to join the scheduled time he chose for a 1 on 1 video call with our technical team on December 2, 2024
   - The customer files a complaint to the REMOVEDregarding out customer service on December 9, 2024
   - The customer service team issues the customer a pre-paid return label for return (See Exhibit 8)
  
  As you can see based on our timeline, our customer service team has made every effort to:
  1) Provide step by step instructions on how to use our product
  2) Make ourselves available for a 1 on 1 video call multiple times during business hours to walk him through on how to use the device. 
  3) When the customer finally makes an appointment for a 1 on 1 call, he decides not to make the time for his session with our technical staff. 
  4) The customer asked to return the product 1 time, his claims that me he made multiple requests for a return is a flat out lie as you can see based on our provided images of each response. 
  5) To this day, the customer has yet to ship back the device after claiming he asked for a return multiple times, it has been 4 days since the pre-paid return label was issued and sent to the customer. 
  
  As you can see over the 2 day correspondence, we have been nothing but professional and responsive to his emails and provided detailed step by step instructions, it is completely a person that received that much attention and failed to come through on his end to join a service call time that he chose and agreed to his nothing but self entitled and overly egregious to open a BBB complaint. 
  
  REMOVED
  Somnee Head of Customer Service
  REMOVED
  REMOVED
  
  
  

  Customer Answer

  Date: 12/14/2024

   
  Complaint: 22652641
  
  I am rejecting this response because:

   

  Complaint: 22652641
  
  I am rejecting this response because:
  I think I sent you the correspondence already. I am not going to respond to the poor customer service person except for this.
   I work, I didnt send it back yet because I was waiting for the weekend when I have time. Surely they understand that based on their response. If they cannot be expected to provide timely customer because that is their business hours, they understand business hours requires people to staff the operations.

  well I guess now I am responding to the customer non service person.

  this is a device used for sleep supposedly. Since the majority of people sleep at night you would also think that they would have service at least after work. You would think you could get trouble shooting video appointments also after work, since most people are not to bring this device in to their place of business. Finally if the customer non service person who responded, wants to do a better job, which I doubt again based his response , perhaps they should consider posting their business hours on their app and website. See screenshot I have attached . No where does it say business hours. No where does it say we are closed Saturday and Sunday, no where does it set expectations of how long you have to wait to get the unhelpful response back.

  I sent 3 screenshots from the app

  1 is the screen where you find customer (img 3481 )support ; 2 is screen where you initiate the problem (img 3479) : 3 is screen from website (img 3480)

  also look at the final attachment, the REMOVED, no where in the communication, when I did get one, no where is the business hours listed. No where does it say business hours. No where does it say we are closed Saturday and Sunday, no where does it set expectations of how long you have to wait to get the unhelpful response back.
  
  

  Again this is a supposed sleep device , perhaps you should consider altering your hours of support.

   

  finally one last attachment the email that was sent to the customer non support service. The day I received the package . Just to show that I asked for return instructions immediately and the response to that email ignored that. ( Img 3483). Perhaps if I was sent the instructions immediately, my suspicions of the company and product would not have been raised. If I thought I was dealing with an honest company ( one that doesnt start the return count down before the customer has it in their hand) Perhaps then I would not have escalated so quickly to the BBB organization.

  
   I am happy to close this once the money is returned. I dont trust this company. I trust them even less with the response. Funny how I didnt get the return instructions till I escalated this to the BBB. 
  
  so thank you BBB for what you did.
  
  Sincerely,
  
  REMOVED
  
  Sincerely,
  
  REMOVED