Complaints

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• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 12/13/2024

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

  Customer Answer

  Date: 12/14/2024

   
  Complaint: 22652641
  
  I am rejecting this response because:

   

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

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

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

  I sent 3 screenshots from the app

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

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

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

   

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

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