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Sleepme

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 19 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/06/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 the Dock Pro system last year. It started leaking recently within the warranty window, but customer service has been non responsive entirely to file anything. Its been over a month with no response, and since then my warranty period has expired.Ive tried reaching out through every medium I can, including their support phone number. It just asks to go to the same website Ive submitted requests for and then disconnects.

    Business Response

    Date: 10/26/2023

    Customer service responded to all open tickets concerning this customer. New item was shipped to customer, delivered on Oct. 13th.

     

     

  • Initial Complaint

    Date:10/05/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In March 2023 I purchased my 3rd product from Sleepme (chilipad) the Dual Dock Pro system from Best Buy. After 4 months, one side stopped working and soon after the other as well. The temperatures were way off. The website does NOT offer troubleshooting for this and states you must contact them. So I contacted sleepme via phone but no one answers and they refer you back their website. So I tried emailing on 8/14/23 and got an automated response saying it would take 1 biz day Ticket ref #******. On 8/21 had not heard back so did an online inquiry form as well. Since 8/24 I have been going back and forth with customer service (*****************) who keeps telling me she is waiting to hear from her manager. No troubleshooting or help at all, just keep being put off. Meanwhile, I cannot use the system as it is way too hot to sleep on. I have sent in serial numbers for both units, pictures of the system showing the actual temperature is no where near the set temp etc. I have heard nothing since 9/15/23 when again I was told she is waiting on guidance from her manager. I started off looking for guidance and troubleshooting help but now I want a full replacement. I assume i am covered under the 1 year warranty and if i am not, I still need them to make this right. I cannot afford to go buy a competitors product as these units are not cheap but essential to my sleep. Please help! THANK YOU

    Business Response

    Date: 10/23/2023

    Dear Sir/*****, 


    Please see attached documentation for received complaint File 20697922.  Customer is currently engaged with customer service troubleshooting her unit. If that is not successful, unit will be replaced by ************************************************************************************ Manager

  • Initial Complaint

    Date:09/26/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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'd purchased a Dock Pro Sleep System, with half-king ******** pad and a year's supply of system cleaner on 08/26/23 (order #SS31632). Two weeks later, the dock arrived, with the cleaner, but the packing slip (and associated emails) claimed the entire order, including ******** pad/cord, was enclosed. It wasn't, and I immediately wrote to the company. That was two weeks ago, without reply, and the large number of bad reviews online, many claiming an utter lack of response from the company, has me worried. I'll reverse the charges with my credit-card company if I don't hear back from them this week.

  • Initial Complaint

    Date:09/15/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a doc pro until.. When it works it is amazing, but it DOES NOT STAY CONNECTED to the internet, even though I have an extender next to it. This means the temperature does not adjust Or adjusts incorrectly. I have tried to contact the company 15+ times- no one will get back to me. One time someone did answer, but the email made no sense at all, I would like a new unit that works.

  • Initial Complaint

    Date:08/02/2023

    Type:Product Issues
    Status:
    Unanswered
    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 the Sleepme dock pro sleep system. The ******* unit is leaking water on the floor. I've left messages for customer service to see if it can be repaired several times. They have not responded.

  • Initial Complaint

    Date:05/31/2023

    Type:Product Issues
    Status:
    Unanswered
    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 returned a product from this company that cost nearly $1k. They provided a label and I sent it back the next day. It has been nearly a month and I have not received a refund, nor can I get ahold of anyone at the company. I have been calling for two weeks and no one answers the phone, online chat, or email.

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