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:07/18/2025

  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 have been waiting on my order since May 17, 2025 and made over 100 attempts to contact the company only to be lied to multiple times. The company has only partially shipped part of my order, and refuses to provide any further tracking information yet claims that the remainder of my order is in transit, yet they have no tracking information. The company repeatedly emails me false claims and refuses to provide me an actual shipping update that is traceable. They have been holding onto my money for months now with zero resolution.

  Business Response

  Date: 07/23/2025

  We only have two correspondence regarding the order in question. 

  The order was placed May 17. The order consists of a Pod 5 (hub & cover), blanket, and pod protector. The original shipping timeline was  Jun 6 - Jun 13. 

  On 6/17 the Blanket timeline was updated to Jun 30 - Jul 3. An email was sent with this information. 

  On 7/14 the Pod protector timeline was updated to July 21 - July 24. An email was sent with this information.
  
  ____

  The Pod 5 was shipped 6/8, within timeline, and delivered 6/10.  

  The blanket was shipped 6/19 and delivered 6/23.

  The duvet cover was shipped 7/16 and delivered 7/22

• Initial Complaint

  Date:07/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchased a Pod 3 sleep system from Eight Sleep on April 26, 2023. The total cost was $2,592.60, not including the ongoing $180 per year subscription required to maintain full product functionality. This was a significant purchase for my household, and we financed it through Affirm to make it more manageable.After just 27 months of normal, nightly use, the Pod cover failed. The material ripped and began leaking water internally, making the product unusable. This occurred only three months after the expiration of Eight Sleep's two-year limited warranty.I contacted their customer support team, shared photos of the damage, and explained that the failure was clearly not due to misuse or neglect. Eight Sleep acknowledged that the product was out of warranty and offered a replacement at a "discounted" rate of $1,600 plus tax. This is nearly the full cost of a new system and is not a reasonable resolution for a product that failed so soon after the warranty ********** be clear, I am not asking for a lifetime warranty. I am asking the company to stand behind a product that should not break down after just over two years. Our other bedding items like sheets, pillows, and mattress all cost much less and are still in great shape. This kind of failure points to a defect in materials or design, not regular wear and tear.What makes this more frustrating is that Eight Sleep actively markets itself as a high-end, innovative brand. They have raised over $150 million in funding and use celebrity endorsements from athletes like ******* ******* to promote their image. Yet when their product fails shortly after warranty, they claim they cannot help further because they do not have the resources of larger companies. That does not line up with how they present themselves.I have recommended this product to dozens of people in person and on social media. I would not have done so if I thought it would fall apart after two years and the company would refuse to stand by it.

  Business Response

  Date: 07/23/2025

  Warranty details can be found at *************************************************************.

   

  The original order was delivered on May 14, 2023 indicating that the warranty ended May 14, 2025. The user reported a leak on July 11, 2025 while out of warranty. We were unable to resolve after troubleshooting, and the recommendation for a replacement was made. We offered a reduced price despite being outside of the warranty period.

  Customer Answer

  Date: 07/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* **********
  
  
  
   
  
  

• Initial Complaint

  Date:06/30/2025

  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 purchased an Eight Sleep Pod 2 (order #*****, financed via Affirm, total $1 499) on 5 Dec 2021.On 19 Apr 2024four months after the 24-month warranty expiredthe unit shut down with a thermistor/sensor failure. Eight Sleep support confirmed the fault and said the cover can no longer regulate temperature.Between Apr 2024 and Jul 2025 I exchanged more than a dozen emails seeking a goodwill repair. I noted that many owners report identical thermistor failures ***** months after purchase, suggesting a systemic defect. 30 May 2025: company offered a $1 600 upgrade to a Pod 4 bundle. 20 Jun 2025: reduced offer to $1 000 bundle, but only a 2-year warranty and paid subscription. 3 Jul 2025: refused any other remedy and closed my ticket.A $1 499 premium appliance should last at least five years. The failure at 28 monthsdespite meticulous maintenance with distilled water, peroxide flushes, and vent cleaningfalls well short of reasonable service life.Desired resolution: Option A Provide a refurbished or new Pod 2/3 queen cover at parts-only cost; I will pay shipping and return the defective cover. OR *************** the $1 000 Pod 4 bundle but extend the parts-and-labor warranty to five years, or guarantee that the unit will function without an ongoing subscription.I am seeking a fair remedy so I can continue using my Eight Sleep.

  Business Response

  Date: 07/07/2025

  This is resolved. We already sent this customer a replacement at no charge. 

• Initial Complaint

  Date:06/20/2025

  Type:Sales and Advertising 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.

  In March of 2023, I purchased an eight sleep mattress, pod, and cover. Today we found a leak in our cover. I contacted support and was advised that our warranty had expired two months ago. Its very frustrating to own a product that seems to be designed to fail as soon as the warranty expires in an effort to get a customer to buy a new one. We spent a lot of money in this product, are still paying for it through financing, and the company is asking for $800-$1600 more to fix the issue. Not to mention we pay a monthly fee to Eight Sleep for the additional services.

  Business Response

  Date: 06/30/2025

  Warranty details can be found here: *************************************************************. This user is out of warranty. We have offered a reduce price to replace the bundle.

• Initial Complaint

  Date:06/04/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 updated my payment method for my Eight Sleep Autopilot subscription on May 29, 2026. That charge was succesful and posted to my bank account. Since that time, the company has attempted to charge my previous payment method (card ending in ****) twice. Furhter, they provide no method to remove the old payment method myself in my account. I have contacted them on multiple occasions asking that they remove the old payment method each time, and each time they assured me that it would be escalated to their operations team for resolution. And yet, they have still yet to remove the old payment method from my account. This needs to be resolved immediately. Billing errors are completely unacceptable.

  Business Response

  Date: 06/11/2025

  The card had been removed from our current system, but the card was not removed from the old system. We've since escalated this and removed the card through our old system.

  Customer Answer

  Date: 06/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** ****
  
  
  
   
  
  

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchased the Pod 3 on April 30, 2023. It arrived about a week later. On May 22, 2025 we discovered the bed was leaking and the mattress was soaked through. I was prompted to reprime the pump three times in two days, which I did. So it likely started leaking on May 20 or so. I contacted the company who stated it was out of warranty and did I want to buy a replacement cover for $700 that would only be covered for 90 days. On May 23, I called and spoke with ******* who was very helpful and said because the product was less than 3 weeks out of warranty I would likely get a replacement at no cost. I followed up via email and was told the best they could do was an $500 replacement. This is not an acceptable solution for such an expensive product that has failed immediately after the warranty expired. Im disappointed that the company is not standing behind their product that has this issue as a recurring problem that other customers have experienced with leaks. I have referred multiple people to the product and would like to continue doing so.

  Business Response

  Date: 05/31/2025

  Warranty details can be found here: *************************************************************.

  We generally stick to the warranty policy quite strictly, however, we will be making an exception with this case due to the timing and nature of this case. We will need data consent to record the device information for the replacement and we will follow with generating an invoice at no cost. The new device(s) will only have a 90 day warranty.

  Please note, this is a one-time exception and it is not something we offer often.

  Customer Answer

  Date: 06/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** *****
  
  
  
   
  
  

• Initial Complaint

  Date:05/21/2025

  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.

  This companies support refuses to respond other than generic ai generated responses. I ordered a Pod 4 and absolutely love it, fast forward a little over a month later, and the pod 5 is released and I needed to move due to losing and gaining a new job. Long story short I will not be able to fit my new king bed into our new home. I reached out to support asking to exchange the cover due to the special cirvumstances, and they reply back with an invoice for $1300, even though they offer a FULL refund sleep trial. I understand I past the 30 day limit but the social media manager on reddit explains that support would take care of the situation, but "******" says that they never offer any exceptions to the *************************************************** For a company that charges $300 a year in subscriptions to even use their product, this level is support and honoring their commitment to customers is unacceptable.

  Business Response

  Date: 05/25/2025

  The original order was delivered on March 26. The 30-trial began day delivery. The upgrade request came in on 5/12/2025 which was 47 days after the delivery and 17 days after the return trial ended. Although we can occasionally make exceptions, this is not the rule or policy. We make few exceptions, and the ones we make are most likely between the 30 and 40 day *****

  The reddit post in question notes that support will walk through the options. We did not share that an exception would be made.

  Customer Answer

  Date: 06/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  You mention that exceptions are made for customers up to 40 days, when mine barely even one business week past that "exception cutoff" which doesn't even factor in the new product launch and the exemptions being given due to that.

  What is completely insulting is the "being taken care of" consisting of needing to pay $1200 for a new cover, more than half my orginal purchase, when you happily accept full returns for normal customers. Moreover is the exorbinant subscription fee that is REQUIRED to use the product, which admitetly is amazing hardware, and life changing for sleep. Which I why I even offered to purchase the Pod 5 as an exchange.

   

   

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********* *******
  
  
  
  
   
  

• Initial Complaint

  Date:05/21/2025

  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 am filing a complaint against Eight Sleep regarding the misrepresentation of product lifecycle expectations, the marketed necessity of accessories, and a drastic post-sale price drop all without ********* December 2024, I purchased the complete Pod 4 system for $7,203.69, including a mattress that was sold as an essential part of their cooling system. Within three months, Pod 5 launched, and the Pod 4 package was slashed to $3,148 or $5,148 with a comparable mattress.That same mattress has since been removed from their website entirely. Either it was never essential (misrepresentation), or its been deliberately omitted to keep future packages under $10,000 for optics. In either case, this reflects poor transparency and misaligned pricing practices for a high-value purchase.Despite engaging professionally, my concerns were ignored, and I was denied any refund, credit, or loyalty option. To now obtain the newer product and features, I would need to invest an additional $5,699 pushing the total to $13,000.Resolution Requested:Acknowledgment of the misleading sales communications and product positioning Reasonable refund or credit to adjust for post-sale devaluation Option to upgrade or recoup value lost through abrupt pricing and packaging changes

  Business Response

  Date: 05/22/2025

  The mattress is still available on our website through the accessories page and can be found here: ****************************************************************. A screenshot of the previous website design is attached. It shows where mattress was offered as an add-on during the checkout process (please note the price reflected in the screenshot is for a smaller sized mattress. The price of the mattress has not changed since the original order in December of 2024. The mattress was displayed as an add-on only with exact verbiage of "with our 5-layer mattress, you can achieve the perfect mix of temperature control and comfort" which is correct. The mattress is designed to work with the Pod to allow temperature changes to be more consistent and easily felt. The current listing page includes the same text.

  The Pod 4 Ultra, which was purchased on the original order In December of last year, is no longer sold together as a bundle. To achieve the same products variation, you can add the Pod 4 King at a price of $2,849 then add a base at the price of $2,000 meaning that the price of a Pod 4 Ultra is currently $4,849. The Pod 4 is unable to be reduced at this time with the application of Promo codes. Said differently, the Pod 4 will not be lower than the previously noted price. The original order in December purchased a Pod 4 Ultra at a price of $4,899 minus applied promo codes (-$350) for a total price of $4,549. This price is $300 less than the current price of the product in question. The price is also about $350 less than the new Pod 5 Ultra which was released May 14, 2025. When the current promotion ends, the Pod 4 Ultra will have been $700 lower than the Pod 5 Ultra.

  We have a transparent 30-day return trial. Although we are outside of that time-period now, the original purchase or purchased components (including mattress) could have been returned at no cost. While we do not have a trade-in program at this time, exclusive member upgrade pricing can be found in the member shop. 

• Initial Complaint

  Date:05/14/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  On May 4th I paid for the top Top of the line POD 4 Ultra model. Today on May 14th, I received an email from Eight Sleep customer support indicating that I could upgrade my purchase to the new POD 5 model at no additional cost and they sent me a custom link. When I try to place to the order to upgrade, they are asking to pay an additional $1400 + tax, which no where in the promotional email was this stated.

  Customer Answer

  Date: 05/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** ***********
  
  
  
   
  
  

• Initial Complaint

  Date:05/09/2025

  Type:Customer Service 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 have upgraded their app and immediately my cover broke. Lots of complaints about this and the sleep tracking just not working once you upgrade the app. They claim the pod sensor is broken and that I have to pay $700 for a new cover when its clearly their fault. Will never buy from them again.

  Business Response

  Date: 05/21/2025

  The app is a software which is used to display the information gathered via the hardware sensors which are physical components. There is no correlation between a hardware failure an an app update.

  The issue identified is a physical issue with the cover sensors which are preventing data from being collected. The sensors or sensor cord are physically damaged/impaired.

  We have a default 2-year warranty. This user's original purchase was delivered June 1, 2022 meaning the warranty ended June 1, 2024. We have offered a reduced price to replace the damaged/broken cover. The paid out of warranty cover comes with a renewed 2-year warranty.