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: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,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/20/2024

  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.

  On 7/6/24 I ordered a King size mattress and a Pod4 from Eight Sleep. On the email confirmation, it said that it would ship between July *****. The Pod4 did arrive, but so far no mattress. I've called the company three times and each time I am with a call center somewhere and each time they tell me that they will direct my inquiry to management and that I will hear something with 24 hours and I never have received either a call or an email from management. There's nowhere on their website to access a way to contact someone at the actual company. This is extremely poor customer service. I have paid for this product but not received it. They need to improve their customer service. In the meantime, I am going to make it public that they do not return their requests for service in a timely manner.

  Business Response

  Date: 09/11/2024

  We do see that this customers mattress was very delayed and was working with our support team and fulfillment team to get a resolution. We show the mattress was delivered (late) and was returned and refunded.

  Customer Answer

  Date: 09/20/2024

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

• Initial Complaint

  Date:08/06/2024

  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.

  I purchased their product and encountered an issue, for which I was issued a warranty replacement. However, they sent me a completely different versiona newer model that hadn't been released yet. This new version performs worse than the original. I was not asked if I wanted to test a new item or upgrade. Now, I just want a working product like I had before, but they keep insisting on tests and claim it works based on their data. I want either a new of the original pod 3 or a non-preproduction version of the pod 4 cover that works correctly. Im done running testing and having them try to have me troubleshoot their own issues.

  Business Response

  Date: 08/13/2024

  The member reported the temperature performance was sub-par on 6/18/2024 to which we sent a free warranty replacement without completing the full troubleshooting to diagnose the issue. A Pod4 was shipped due to low inventory numbers with Pod3. The Pod4 has been launched and on the market since May 2024 with high reviews. Member reached out on July 6th to report poor thermal performance. A thermal test was completed and passed on July 10th. We completed additional troubleshooting steps followed by another thermal test which passed on July 28th. On July 30th we attempted to schedule a call between the member and our engineering team to which the member reported the cover fit too tight on the corners. Member did not schedule any time for the troubleshooting call and has opted to explore alternatives. We would be happy to continue investigating the route cause of the issue. The product is new and troubleshooting steps have not yielded reason to believe the product does not work as intended.

  Customer Answer

  Date: 08/14/2024

  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:

  The issue remains unresolved. The complaint is not about the replacement hub received on June 18th; the problem began when I was given a replacement cover on April 16th, before the Pod 4 had been released on May 9th. It turned out to be a reproduction Pod 4 cover, not a final production unit. While I was never satisfied with its performance, I decided to give it a few months to see if I could adjust, but that never happened.
  
  When I finally reached out for a replacement, I assumed the hub might be the issue, as the replacement cover was supposedly newer and should have worked properly. You sent out a replacement hub, for which I was initially grateful, but it did not solve the problem. The real issue is that I was sent a non-production cover that lacks the features of the final Pod 4 cover. I received this cover before the Pod 4 was even announced, and it seems I was unwittingly used as a tester for a potentially defective product. 
  
  I should have been consulted before being sent a non-production unit, especially for a product worth over $2,000. I expect it to function as well as my previous Pod 3 cover did. The reason I initially reached out for troubleshooting was that the elastic bottom of the Pod 3 cover was too tight, causing the mattress corners to curl, though the cooling performance was perfect. Now, even at the lowest setting of 55F, the new cover doesnt cool as effectively as the Pod 3 did at 70F.
  
  I believe I should receive either a final production Pod 4 cover or a replacement Pod 3 cover, which I was happy with and would have continued to be satisfied

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

• Initial Complaint

  Date:08/05/2024

  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.

  Purchased a cooling bed topper from them in 2023. Worked well until June and started to leak. They promptly replaced it once I provided photos as it was under and still is under a 2 year warranty. The replacement has never worked. I originally shared this with them on July 6th. We still have no resolution. They keep saying they needed to run all these remote tests then earlier this week that this was being escalated to another engineering team. I was told I would be contacted by Friday (8/2), but I was not. This is an expensive product, legally covered by their warranty, and I have not had a fully functioning product in over six weeks once the leak started. Please help me get this taken care of and a replacement sent out!!! Attached a free screenshots of the many emails since early July and happy to forward the whole thread, as needed. Thank you. The email on the account is ***********************

  Business Response

  Date: 08/06/2024

  A free replacement hub was ordered on 8/5 after engineers investigated the issue. Due to the time spent without the product, we have extended the membership for three months past the renewal date.  

  Customer Answer

  Date: 08/07/2024

  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, pending receipt of the hub and confirmation that it is working as expected. I am comfortable with closing out this initial complaint, while reserving the right to reopen a new complaint if there are future concerns that are not solved in a timely manner through the replacement. 
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:06/24/2024

  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.

  Eight sleep charged me for a subscription renewal of $288 I didn't want to renew my subscription.Now they wont respond to my request for a refund. on June 17th they charged me I have tried chat, email and phone to ask for a refund.

  Business Response

  Date: 06/26/2024

  This Autopilot subscription has been canceled and refunded. 

• Initial Complaint

  Date:06/21/2024

  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 paid $3000 for an EightSleep Pod3.I decided to return the product within 30 days (the return policy).Eight Sleep did NOT respond to my return request. Thus, I filed a dispute with my bank. Then they immediately started responding. In the end, they said that I needed to return everything for a refund (which I did). Once returned, they then claimed that because of my dispute (which I subsequently cancelled), they cannot refund until another 72 days - which is obviously arbitrary.

  Business Response

  Date: 06/26/2024

  This member disputed the charge on the May 25. The pickup for the main return was scheduled for May 30th. When we went to refund this charge on May 31st we couldn't because the dispute was already added. The member said they would remove it and sent documentation claiming it was removed. However on our end the dispute still showed. To refund the customer we accepted the dispute and it currently shows that the cardholder won the dispute and kept the disputed amount.