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:07/14/2023

  Type:Delivery 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.

  Purchased my prod pro 2 cover *** of 2022. Have device activation proof, paid for account every month, have an account, serial number, everything but dont have my order number and dont know what email it was under. Its now sprung a leak while under warranty and they refuse to do anything solely because I dont have the order number, despite all other evidence. They are refusing to assist. Terrible customer service, paid thousands of dollars and now nothing. Buyer beware!!!

  Business Response

  Date: 07/17/2023

  Per our company policy, warranty replacements are only applicable to the original purchaser and through eightsleep.com directly. Otherwise, it would not be considered an authorized sale. We were not able to find any order in our system for the email provided and did not receive any order number to confirm the purchase. 

  The subscription offered is for advanced features in your app such as: 

  Autopilot 

  Sleep Content
  Temperature Control Widget
  Temperature Scheduling
  Vibration and temperature Wake-up
  Sleep and Health Reporting
  Away Mode
  Member Shop and Referral
  Multi-pod Support
  Temperature ****************************************************** and Temperature Control

  The membership does not add the warranty to your product.  

• Initial Complaint

  Date:07/06/2023

  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.

  Purchased the Eight Sleep POD in September 2020 and this included a mattress, mattress grid (moves water throughout the bed), control center and platform for the mattress for $3,729.59 In February 2022 the grid sprung a huge leak and damaged the mattress. **************** was responsive and they replaced the grid and mattress. On July 3rd, 2023 the new grid we were sent in 2022, also began leaking. Eight Sleep refuses to replace the item, as the warranty is by the original purchase date, and not the receipt of the product. The new grid is less than 2 years old (warranty is two years for that, 10 years for the mattress), and should be covered from defects! Others have had this same issue with water leaking and it seems to be a problem with the manufacturing quality of the product. They told me that I would have to pay them an additional $500 to get a replacement and that would be covered for an additional 2 years. It seems strange that if I pay them more money, coverage for 2 years would be provided unlike the covered replacement that didnt have any warranty at all. I'm requesting a full refund not another defective poorly made, leaking product.

  Business Response

  Date: 07/12/2023

  Our policy is posted on our website and members can see it when they make their purchase. The technology is has a 2 year warranty and any replacements have a 90 day warranty or the remainder of the original warranty period. 

  * 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 **** and the Eight Sleep Pod Pro Cover from the date of purchase.

  * 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 *** 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 *** be required by applicable law.

  *****************************************************;

• Initial Complaint

  Date:05/01/2023

  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.

  Purchased the Eight Sleep POD in 2019, and this includes a mattress, mattress grid (moves water throughout the bed), and control center. In September 2021, the grid leaked everywhere at 2am, causing us obviously to wake up, and damaged the mattress. **************** was prompt, and replaced the grid and control unit completely. This morning at 4am, the new grid we were sent in 2021, also burst, again causing damage to the mattress and woke us up. **************** refuses to replace the item, as the warranty is by purchase date, and not by the quality of the product. The new grid is less than 2 years old (warranty is two years for that, 10 years for the mattress), and should be covered from defects as this is clearly what is happening. Others have had this same issue with water bursting, and it seems to be a problem with the actual product. I'm requesting either a full refund on the product, or a replacement of the water grid, that they wanted me to pay $500 to have sent.

  Business Response

  Date: 05/02/2023

  Our warranty policy states that the product will be covered from manufacturing defects for two years from the date of purchase. Replacements are given an extra 90 days, they do not come with an extra two years. 

  Customer Answer

  Date: 05/03/2023

  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:

  [Your Answer Here]

  The replacement part sent was NEW less than a year and a half ago. This is the second part to fail, therefore it is a manufacturing defect. This is unacceptable. 

   

   

   

   

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

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

• Initial Complaint

  Date:03/01/2023

  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 for the Pod 3 cover on 2/13/2023 and paid the invoice in full ($2747.63). I received 2 emails with tracking numbers indicating the boxes shipped on Friday 2/24. One box arrived on Sunday 2/26, however, I received multiple emails from the company claiming that the product had been delivered. I called and spoke to customer service. The agent, *********, confirmed that the company issued the label but never sent the item. He assured me the issue would be escalated for immediate processing. I also requested overnight shipping given the error. I did not receive any confirmation of this today so I called again. The agent, ****, stated that my order would require between 1-7 business days to ship and stated they would not be sending the item overnight despite the error on their part. I asked to speak with a manager and was told that I would need to schedule a call with a manager because the manager was not available to take my call. I requested a call back and stated that if the item was not received by tomorrow (as I was expecting it today based on the call on Sunday), I would require a pre-paid shipping label for the return of the first box. I then received an email that there are no managers today and I will need to wait until tomorrow to speak to someone. I called yet again to ask to be escalated to a manager and was told, that while there are managers working now, they are not available to speak to customers. I have tried for two days to speak to someone that can resolve my issue. I have paid in full and in good faith and this company has not delivered the product as agreed and refuses to speak with me to resolve. The warehouse is within hours of my home. There is no excuse for this level of incompetence. If indeed the managers do not speak to customers with escalated service issues, they should be terminated and replaced with customer centric leaders.

  Business Response

  Date: 04/03/2023

  A membership leader reached out to them on 2/28, which was a Monday, as 2/27 was a Sunday. Additionally, the member was pleased with the compensation of a set of carbon air pillows for the issue with shipping. Attached are the screenshots showing that *************************** reached out on 2/28, as well as several screenshots of the member's conversation and acceptance of the pillows. 

• Initial Complaint

  Date:02/21/2023

  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 have had the pod replaced three times. The latest was within a few days of my writing this complaint. The unit sent does not work. I called customer support and learned that the unit (3rd one now) is NOT their latest model, Pod 3. Instead, the company keeps shipping me replacements of their previous models, and then they do not work. I am sick and tired of Eight Sleep lack of technical and customer support. I paid for a working unit. Having to replace the unit every few months is NOT customer care. Will the company give me credit for the weeks I do not have a working unit? I am asking the company to stop sending them their lemons as replacements and fix the problem once and for all promptly.

  Customer Answer

  Date: 03/18/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Eight has been resolved. PARTIALLY. They did send me per my request a newer model after the *************" I previously received thus the reason for my complaint. However, they have not agreed to replace this new model should it fails with the latest model available which was part of my request since I have no trust this company will respond to a future issue professionally. 
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:02/07/2023

  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.

  At first, customer service is fast and helpful, but once you mention returning the product, the company is intentionally slow and unhelpful with the hope that customers do not return the product and just give up.The cover has a 30 day trial period. They were very gracious in allowing the trial period to be extended. However, the product still didnt work out for me. When attempting to return the product, I received no response to the support email that was previously responded to very quickly, once I mentioned initiating a return.I created a separate support ticket, got a confirmation that said I would **** receive a response within 4-8 hours, and got no response and no acknowledgment.A day later, I called the support line and was on hold for close to an hour, no update or acknowledgement.The recommendation for immediate support was to use the chat bot on the website. The people I chatted with took awhile to respond - I often had to check in and see if anyone was still there. I think its pretty basic customer service to respond to your customers via chat quickly?Overall these interactions gave me the feeling that 8sleep is intentionally making the return experience feel like pulling teeth, in order to not hurt their bottom line.Even when support responded to confirm they would process the return, there was no guarantee towards giving me the information I needed. The rep said it would take a couple hours to process the return. (How does it take hours to process a return at such a high tech company?)In any case, they said they would email with return details shortly, I really hope I dont have to follow up.Given how expensive their products are, its a poor customer experience to feel like you might never get your money back or that a company wont live up to their return policy. a luxury product should be accompanied by fast and trustworthy customer service, not stonewalling. I was an advocate before, but will not recommend this to my friends.

  Business Response

  Date: 04/03/2023

  The member was assisted with a return, as requested on february 4, 2023. We provided instructions on how to send back the product with a prepaid return label and confirmed the refund on February 13, 2023.

• Initial Complaint

  Date:01/19/2023

  Type:Product 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.

  12/20/23: I purchased a Pod Cover from Eight Sleep (Order # ******). Eight Sleep offers a 30 day free return policy from the date of receipt.12/27/23: My Pod Cover was received ****** Tracking # ************).1/7/23: Emailed Eight Sleep customer support ************************************ to request information on how to initiate return process.1/9/23: Sent follow-up request for info on how to initiate return process.1/11/23: Sent follow-up request for info on how to initiate return process.1/14/23: Due to lack of response I used Eight Sleep's live chat service on site. An email was sent to me with return instructions. Step 1 was indicated as providing my address, phone number, and availability for product pick-up for the next 7 days. I responded with this information. Step 2 indicated that a ***** return label would be provided.I have sent a request daily to Eight Sleep customer support ************************************ for my return label. Their product did not improve my sleep. I simply want to return my product for a full refund as permitted by their return policy. Copies of all communication with Eight Sleep is available upon request.

  Customer Answer

  Date: 02/13/2023

  At this time, I have been contacted directly by Eight regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

  After filing my complaint with the BBB and also submitting a chargeback request to my credit card company, Eight Sleep provided a return shipping label and instructions. I returned my product, which was received by their facility on 1/20. They confirmed receipt, but stated that a refund could not be issued due to the open chargeback. As a result I cancelled the chargeback and provided Eight Sleep with a letter from my credit card company stating that the charge back request had been closed. They continue to refuse to issue a refund stating that the chargeback is still open despite being provided evidence that it was closed. They are currently claiming that a refund cannot be issued until after Feb 18th. I do not believe this claim based on my experience with this company. 

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

  Sincerely,

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

  Business Response

  Date: 05/02/2023

  We were not able to refund before, since there was a chargeback. Once a chargeback is filed, the system is paused and we cannot process any refunds until it is resolved. It seems to have resolved recently and we pushed through a refund.

  Customer Answer

  Date: 05/04/2023

  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:01/03/2023

  Type:Order 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 sent me a returning customer discount to get a new pod 3. I purchased a pod 2 queen size using military discount a year prior. I bought a new king. They send me an incomplete pod system without the encasement. They refused to send me or let me buy an encasement so the system could work because they said I got an upgrade price and they intend for you to throw away everything but the old encasement when you get your new upgrade.

  Business Response

  Date: 04/03/2023

  Hello. Per the discounted Member Upgrade for the Pod 3, the member upgrade does not include the encasement. The link that the member used to purchase, which was only sent to members, shows what is included. You can review this link here: ************************************************************************************************************************************************** where it shows what is included in the member upgrade.

  Customer Answer

  Date: 04/04/2023

  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 business refuses to find the profession integrity or moral honesty to acknowledge their deceptive and exploitative marketing practices or provide reasonable and ******************** to those harmed by their negligence or abuse. I reject this response as further evidence of their dishonest and probably criminal behavior  

   

   

   

   

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

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

  Business Response

  Date: 05/02/2023

  Included is correspondence with the member showing that we did not advise to throw out the full system, including the defective cover. Additionally, the emails will show that the agents were professional yet direct, and did provide insight as to the Pod 3 Member upgrade. 

   

  The Pod 3 member upgrade page shows specifically what is included, which is the Active Grid Cover, the Hub, and a power cable. No encasement is shown.

  Customer Answer

  Date: 05/04/2023

  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 assume the companys representative can read and is therefore clearly lying and gaslighting readers probably people dont bother reading attachments, another example of scammy, scummy dealings as is consistent with their apparent MO. Im done going back and forth and getting nowhere with these criminals. Prospective customers can see for themselves 8Sleep is an immoral company of scam tactics and dishonesty. Absolutely no integrity. They attempted to ******* customers into a purposefully vaguely worded bait and switch promo to gin up extra cash and ****** a bunch of people off in the process. Theyve gained enemies and I for one will be a lifelong scourge on their brand. Hope to see a class action suit here or government prosecution. I will submit a complaint to the *** next.

   

   

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

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