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:02/18/2025

  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.

  Ordered Pod 4 Ultra and it stopped working within a week. After another week of waiting for technical support and troubleshooting they determined it was malfunctioned. I requested a return and there was a substantial amount of miscommunication on how to return the devices. Ultimately was told to just return the base unit and dispose of the adjustable bed and cover at my expense. Returned the base unit and company went silent, initiated a dispute on the credit card it was purchased with to try and get the money back from the company.

  Business Response

  Date: 02/22/2025

  In our system, the entirety of the order was refunded on 2/15/2025.

  Customer Answer

  Date: 02/24/2025

  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:

  I see no such refund posted on that date. See attached for transactions for current statement for card ending in 6778 for transactions around February 14th.

   

   

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  Business Response

  Date: 03/13/2025

  As noted in the original response, the Eight Sleep system shows this as refunded. Additionally, the payment went through *******. We've escalated this with TruemMed as well and they report that the charge was disputed and the bank sided in favor of the customer. The dispute was settled February 10th. ******* reports their dashboard showes "The disputed amount of $4,970.42 USD has not been returned to you.".  As this was a dispute and not a refund, we do not have an ARN. We recommend that the customer reach out to their bank to followup with the dispute. Neither TrueMed nor Eight Sleep have record of keeping the funds. Both systems show that the funds have been returned to the customer's bank.

• Initial Complaint

  Date:02/12/2025

  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 was given the mattress they sell. To use the mattress there's a yearly subscription service to buy. It's $200 for the year. The mattress broke (this could be a whole other complaint on it's on) and is out of warranty. I purchased the subscription on 11/29/24. On approx. 2/7/25 the mattress began to leak water and could no longer be used. They have no solution for trying to fix the mattress. I requested a prorated return of the unused portion of the subscription (approx $150) and they refuse. Their only solution is to buy a new mattress. They do offer a discount on a new mattress but it would still be $1499. I can not afford this right now plus I am getting ready to move so I don't want it at this time. I'd really just like a refund of unused portion of the subscription service (they call it Autopilot).

  Business Response

  Date: 02/13/2025

  The entirety of the membership has been refunded. We are reviewing internal processes as this should have been accommodated for the prorated return amount. 

  Customer Answer

  Date: 02/13/2025

  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:01/28/2025

  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 contacted the company on multiple occasions about problems with my mattress and it's **** The wifi that connects the system constantly goes out on the **** Within 24 months the mattress cover sprang a leak. Now from my research from other Eight owners they are bricking the older pods forcing you to buy another. This is more than likely the issue I'm dealing with, with the wifi. **************** only answer to any issue is buy a new one instead of working with customers who literally spent 3500+ on their system. They are literally selling you a product they know is going to fail and just expecting you to buy new right after your 2 yr warranty is up!

  Business Response

  Date: 01/29/2025

  Warranty info can be found here: ************************************************

  Original order was warrantied until September 2023. 
  A free cover was sent on 6/5/2023. 

  We are happy to troubleshoot regardless of warranty status. Troubleshooting for Wifi took place 8/19/2024, 9/16/2024, and 1/23/2024. We walked through steps to help reconnect and help push a firmware update. We can send a wifi extender at no cost to help, however, it does appear that a wifi extender has already been attempted. If there is interest we can escalate to the engineering team to see if they can review the device and recommend anything else. 

  If a replacement is needed outside of warranty, we have offered a lower rate for the newest Pod4 (Hub retail: $1,349 | Offered price: $700). A paid out-of-warranty replacement will renew the 2-year warranty.

• Initial Complaint

  Date:01/27/2025

  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 the Pod 3 to use the warm/cooling features and the alarm. They have a lot of AI features, analysing your data and making adjustments to your system, but I dont need that. I just need the basic features. They have now put the basic features behind a paywall. The device doesnt need to be connected to their servers in order to use the alarm clock or scheduled on/off. A $2,000 product is now worthless unless I pay $200 a year to unlock it! A year! You dont have to pay $200 a year to get your alarm clock to work. I just want the basic features I paid for. I don't need the fancy but worthless AI features they are trying to push.

  Business Response

  Date: 01/29/2025

  The membership details were and are available and visible when purchase is made. More details concerning the membership are found here: *********************************************************************************************************************. Membership features include Autopilot, Automatic temperature (temperatures based on the sleep stage), Sleep & Health Reports, Vibration & thermal alarm, & Snoring detection.

  The Membership allows us to make your Pod better every single day by expanding its intelligence and adding new features on a regular basis. The Membership supports ongoing reports and data analysis, as well as storage of all of this information for you to access anytime and the costs associated with this. It also supports all the new features that are triggered based on the intelligence of the product which is the result of algorithms paired with real time sleep and health data analysis. These intelligent features require development and ongoing engineering support. 
  
  

  Customer Answer

  Date: 01/31/2025

  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:

  The features like alarm clock and scheduled timing do not require your servers and additional cost. You group these features into intelligent features, which users dont want or need. You do this as a way to continue to charge users and fund your research. I just want access to the features my device can already do without anything from you. This is just like *** trying to charge a subscription to use your cars heated seats. 

   

   

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  Business Response

  Date: 02/05/2025

  Automatic Temperature is based on your sleep stage which requires reading and analyzing the sleep pattern. The membership was mandatory at time of purchase with the features clearly outlined. The return window was 30-days. 
  

  Customer Answer

  Date: 02/06/2025

  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:

  I didnt get a second response from Eight Sleep. The original response did not address the issue. 

   

   

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

• Initial Complaint

  Date:01/22/2025

  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.

  Date of Purchase: 5/26/2022 Date of Issue: 12/23/24 Total paid to business: $2,608.98 ($1,895.00 cover + $469.00 sheets, pillow, pillow cases)The business wants me to pay $700.00 to replace the heat/cool mattress cover since the product is out of warranty, but they will replace the mattress with one of their own mattresses for free. It doesn't make sense that they would replace my mattress with their $1,800 mattress for free, but wants me to pay $700 for the cover. My request is for them to only replace the cover for free. I do not need a new mattress. I just purchased my mattress on 8/28/24 from Mattress Firm. I contacted the company on 12/23/24 via phone and they requested photos of the issue, which I sent the same day. Eventually, I was in communication with a supervisor named ******* and spoke to her over the phone on 1/4/25. She said she would check on additional options for me and called me back on 1/13/25. I was in a meeting and missed her call. I tried calling her back a couple of times, but now she will not return my calls. I've called and sent more emails with the only response from a customer service person asking for more of the same pictures I've already sent. To resolve this issue, the only acceptable resolution is for the company to replace the cover for free instead of providing a mattress for free. I've told them I will waive the option of replacing the mattress if they will just replace the cover.

  Business Response

  Date: 01/29/2025

  We had a manager reach out to followup with this via phone. The full tech bundle (hub and cover) are being replaced for free.

  Customer Answer

  Date: 02/11/2025

  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:

  I am waiting on the company to send a replacement product to me. I do not want to close out my BBB case or complaint until I receive the replacement item.
   
  Please keep my case open until then.
   
  Thanks,
  ***** ********

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

  Business Response

  Date: 02/13/2025

  The hub and cover were shipped separately. The hub arrived 1/30 at 4:43pm and the cover arrived 1/31/25 at 4:20 PM
  
  

  Customer Answer

  Date: 02/13/2025

  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:01/03/2025

  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 reported a temperature issue with my pod on Tuesday December 24th. The pod will not cool past a certain temperature on either side of the bed. This has led to major sleep disturbances and discomfort while trying to fall asleep. I was informed they were not able to connect to my pod and would escalate this to the engineer team. I followed up when I didnt receive a response and was told they disregarded the message and they would submit another one. They sent a thermal test to the pod and promised a call back once it was done. They never called back. I contacted them again the following day and was told that the thermal test was running and they would call me back. That also never happened. I requested to speak with someone again and was told that the previous representative didnt escalate it properly. I called today and was told that they would send a request again and wait another ***** hours for a response. We have supplied photos and allowed testing to be performed. The thermal test failed and we still dont have a replacement being processed.

  Business Response

  Date: 01/08/2025

  The first report of temperature performance issues was communicated on 12/26/24. We did have issues properly communicating a timeline and following up with what we promised. A replacement Pod4 upgrade is being sent free of charge (within warranty). The replacement order was created on 1/2. We have had a manager speak on the phone with **** on 1/6 to understand the timeline of events and ensure we learn from any mishandling.

  Customer Answer

  Date: 01/09/2025

  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. If any additional issues arise I will follow up with up with the business directly.
  
  Sincerely,
  
  **** ********
  
  
  
   
  
  

• Initial Complaint

  Date:11/25/2024

  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.

  I bought a bed for over ***** dollars and it sprung a leak. Fortunately when I called they said my bed was under warranty because I had just finished paying it off. They sent me a new mattress topper and in less than 6 months it stopped tracking my sleep pattern and could not reach temperature. When I called they said it was no longer under warranty and I needed to pay 600 dollars. When I replied to the email saying Im confused on September 9th 2024 because it was a new topper my email was completely ignored. They replace warranty toppers with defective ones so they are guaranteed to get their money. Despicable.

  Business Response

  Date: 11/27/2024

  The email address associated was systematically blocked by our support software. We have removed this email from the block list and are working to identify why it was blocked in the first place and how we can prevent it from happening again. 
  
  The Warranty is a default 2-year warranty from the delivery date on the original purchase. Any replacement Product will be warranted for the remainder of the original warranty period or ninety (90) days, whichever is longer. Warranty details can be found here: ************************************************
  
  This original order was placed June 26, 2020. The warranty ended July 2022.  A free cover replacement was sent on 12/26/2023 which was over a year after the warranty ended. The reports of data issues did start on 8/30/2024 while outside of the original warranty. Our offer of a lower replacement cost with a 2-year renewed warranty still stands if interested.

  Customer Answer

  Date: 12/06/2024

  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: The replacement top did not even last a year based on your dates. How is charging me for an 8 month old topper an acceptable resolution. If it was a new topper delivered to me how is an 8 month life acceptable. 
  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  Business Response

  Date: 12/12/2024

  Per the warranty a free replacement will only be warrantied for 90 days or the duration of the warranty whichever is longer. The replacement made in Dec. 2023 was a free replacement and would not have renewed the warranty.

  ************************************************

  Customer Answer

  Date: 12/30/2024

  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:
  

  
  

  The company did not provide any resolution at all.  For a bed over $4,000 they said they send me a new cover under warranty and that the new cover had no warranty so when I broke in less than 6 months their solution was to offer me a discounted cover for $600.  The issue for me is that warranty replacements should not be replaced with defective items.  I just realized that when I replied to their response it must have not submitted.  I do not want this posted as they gave an acceptable solution because they did not.

  
  
  Sincerely,
  
  
  
  **** *****
   
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:11/12/2024

  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.

  This has been an ongoing issue with specifically the "Pod" series. I have had several issues in which the product leaks and ends up not only damaging my bed, but this time, also soiling my bamboo sheets. Last leak in 2022 I was informed that because of the leaks, and it being "out of warranty," that I would have to pay a VERY STEEP $500.00 to replace my unit. I argued this and they sent a replacement. Again, on 11-10-2024, I again had issues (not by the customer's doing), and then told that it was a EVEN MORE STEEP $700.00 price. Eight sleep has not supported their grandfathered customers and instead requesting me to pay for something in which has been changed many times. Eight Sleep has made bold claims each year from Pod 1 to Pod 2, and Pod 3 to Pod 4 that there was a promise of these leeks not happening, and yet they continue to happen more and more and make the customer pay for it.

  Business Response

  Date: 11/14/2024

  A member of our leadership team called a couple hours ago to discuss.

  The Eight Sleep Warranty (************************************************) is a default two year warranty. Any replacement Product will be warranted for the remainder of the original warranty period or ninety (90) days, whichever is longer. ****** is no longer in warranty.

  Original purchase was made: 5/8/2019
  Free replacement tracker 5/18/2019
  Free replacement foundation 5/24/2019
  Free replacement pod 10/2/2019
  Purchase made: 9/7/2020 Warranty ended October 2022.
  Free replacement pod 7/10/2021
  Free replacement pod 1/26/2023
  Free replacement cover 6/13/2023
  Free replacement hub 11/13/2023 (LOST)
  Free replacement hub 11/20/2023

  We have replaced several devices since the warranty ended. The offer of $700 for the replacement cover has been reduced to $500. The $500 cover would also secure another 2-year warranty for the cover. The cover is not sold separately on the website. They also have the option of purchasing a brand new Pod4 hub and cover for $1400 which renews the 2-year warranty. Pod4 current retail price is $2,649. 

  Customer Answer

  Date: 11/14/2024

  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:

  To counter the claims of the numerous replacements.

   

  This would be considered part of lemon law, as there have been many replacements, with all the same issue occurring. In reality, I should be asking for a full refund given the fact that the same issue occurred several times. The person that I spoke with refused to offer an extended warranty, and only reduce the price by $200.

  This it's not resolved, as it is not a satisfactory resolution. I asked that the leadership team returned to the drawing board. In addition, I claim false advertising from all the pods claiming that they indeed reduce the percentage of leak claims. This was a marketing claim for the pod 2, and was told to me on a recorded line when getting the pod 3 replacement. 

  I look forward to a response in which a sleep can offer a compromised resolution

   

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

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

  Business Response

  Date: 11/15/2024

  The original order warranty ended. Purchase made: 9/7/2020 Warranty ended October 2022. All replacements come with a 90 day warranty. We can send out an Eight sleep mattress for any potential mattress damage, though we haven't received any pictures reflecting mattress damage. The offer of $700 for the replacement cover has been reduced to $500. The $500 cover would also secure another 2-year warranty for the cover. The cover is not sold separately on the website. They also have the option of purchasing a brand new Pod4 hub and cover for $1400 which renews the 2-year warranty. Pod4 current retail price is $2,649. 

  Eight Sleep Inc. ("Eight") warrants to the original purchaser that your Eight-branded technology layer sold together with and as part of the Eight Smart Mattress and/or your Eight Sleep Tracker device (collectively, the "Product") shall be free from defects in materials and workmanship under normal use for a period of one (1) year for the Eight Sleep Smart Bed, or two (2) years for the Eight Sleep Pod, the Eight Sleep Pod Pro, the Eight Sleep Pod Pro Max, and the Eight Sleep Pod Pro Cover from the date of delivery.
  This warranty is valid only for the original purchaser from the original delivery date of the original Product purchased from Eight Sleep, *** ("Eight") and is non-transferable. If the original purchaser sells or otherwise relinquishes ownership of the Product to another, the subsequent owner accepts the product "as is" and "with all faults." The warranty no longer applies after any resale of the Product whether new or used. Original proof of purchase (including date) by the original purchaser, this warranty document, and the law tags from the Product will be required to make a warranty claim.

  If such a defect arises and a return authorization request is received by Eight within the applicable Warranty Period, Eight will, at its option and to the extent permitted by law, either (1) repair the Product at no charge, using new or refurbished replacement parts or (2) replace the Product with a new or refurbished Product. In the event of such a defect, to the extent permitted by law, these are your sole and exclusive remedies.
  Shipping and handling charges may apply except where prohibited by applicable law. This Limited Warranty is valid only in the jurisdictions where the Products are sold by Eight itself or through its authorized reseller or agent and is valid to the extent permitted by the applicable laws of such jurisdictions.
  Any replacement Product will be warranted for the remainder of the original warranty period or ninety (90) days, whichever is longer, or for any additional period of time that may be required by applicable law.

  Customer Answer

  Date: 11/18/2024

  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:

  I do not accept the answer because of the following reasons:

  1. My initial statement about lemon law was not addressed, and does need to be addressed properly. 

  2. I (the customer) offered to pay said $500 price on Saturday, November 16th as a last resort due to the current bed creating health problems, and did NOT hear back from the person in charge of the case, and also HAVE NOT heard back from the person in charge of this case. Given this issue, I call for the business to lower said "offer" to $300 total, which is an acceptable offer given for the following:

  a. Poor customer service and experience overall from eight and upper level management

  b. They were aware on Saturday that with this extended timeframe that they have created MORE complications as they continued to not contact such as the following problems

  i. Back problems due to the bed being too plush

  ii. Known issues with legs due to plush bed

  iii. The customer *********************** on their couch due to this instead of getting this replaced in an adequate time frame.

  With this information, I call for eight sleep to comment via phone only at this time and work on an amicable solution that supports the customer and the business. 

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

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

• Initial Complaint

  Date:09/09/2024

  Type:Billing 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.

  Repulsive business model that robs customers of their money. Their ******************** metrics have zero accuracy and reliability yet forced customers to pay $180 to even use the bed. They leave no options to adjust the tier of subscription that is best accommodated to the customer.

  Business Response

  Date: 09/11/2024

  The Membership allows us to make your Pod better every single day by expanding its intelligence and adding new features on a regular basis.

  The Membership supports ongoing reports and data analysis, as well as storage of all of this information for you to access anytime and the costs associated with this. It also supports all the new features that are triggered based on the intelligence of the product which is the result of algorithms paired with real time sleep and health data analysis. These intelligent features require development and ongoing engineering support. 
  
  The Pod is a different kind of product, intelligent, not something you just turn on and off. People who invest in a Pod do it because they want to sleep better, just like you invest in a gym membership because you want to be physically fit. And our results prove the value of this package of hardware and software, and the satisfaction of our users. 
  
  Nine out of ten of our customers report better ******************** with the Pod. All this is possible because of software updates released over time, an incredible team of people focused on product improvement and customer support that will keep working for you behind the scenes to make your experience better every day.
  
  The Enhanced membership comes with an extended 5-year warranty but must be purchased within 30 days of the original order.
  

  
  

• Initial Complaint

  Date:08/22/2024

  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.

  I placed an order on August 15, 2024 (Order ************) for the Pod 4 Ultra King **** and Sleep Essentials bundle with an estimated ship date of 9/15-9/19. The price of the Pod 4 Ultra was $3,899 and Sleep Essentials was $330. On August 19 I received an e-mail from eight sleep of a discounted price for the Pod 4 Ultra $3,549. The same day (8/19) I sent an e-mail to customer support requesting a price adjustment/credit for the $350 difference. At this point my order was still processing and yet to be shipped. On August 21st, customer support responded stating that their offers are constantly changing and they are unable to match the difference in price. The only option provided was to cancel my entire order (which happened to have shipped yesterday) and for me to place a new order at the new price. Additionally, they recommended I sign up for e-mails to make sure I am aware when new promotions become available (which is what triggered my first e-mail). As a brand new customer to this company, spending $4200+ on a product the response is less than satisfactory. I could understand if I already received the product and had been using not offering a price adjustment - but I don't even have the product yet. The practice seems has the appearance of a bait and switch tactic, to get a aspirational customer to place and order and then to e-mail them about a "sale price". I am requesting to be refunded the $350 difference in price on my original order.

  Business Response

  Date: 09/05/2024

  The original order used the two codes to receive $350 off of the order. We have proceeded to refund the $350 partial refund to reflect the price initially requested.

  Customer Answer

  Date: 09/06/2024

  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,
  
  *********************************