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:09/09/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 received the earbuds I ordered on 8/15/24 and connected the company today, 9/6/24. I purchased this earbuds to replace a set of Bose sleep earbuds Ive had for years. I have been researching for a while and decided on this because on their website they compared them to the same Bose earbuds I have. However, this do not perform equally. They have zero noise blocking, which they claim to have but when asked about it, they said that noise blocking is subjective from person to person. The product either helps with it or not Theirs DO NOT. I found them to be quite expensive for the features and how they perform. From the moment I took them out of the package I had to troubleshoot them. Now, they stopped communicating, as apparently they are not willing to solve the problem. No response, is no customer service.

• Initial Complaint

  Date:08/20/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Product did not work. I encountered several different problems with it within less than a month, and despite troubleshooting repeatedly (following various steps and protocols instructed by their customer service) they kept malfunctioning within a couple weeks or months after performing them. The company sent me a replacement. Then the same problems occurred with that set, over and over and over. The steps they told me to troublshoot were the same as the first time and similarly did not resolve ongoing problems. They told they've never replaced a product more than once and stopped communicating back since that last comment on August 4. When I asked for a refund I got no response. I twice pointed out their 5 year warranty and they did not reply. Their policy is to provide replacement not refund, but they are refusing to do even that. Given the poor performance of two sets of the product now, even if they did replace another time I am not confident those would once again soon begin to malfunction, so I prefer a refund. This company should not be selling inferior products advertising them as having a 5 year warranty when they do not honor it at all. One of the reasons I bought the product was because that warranty instilled confidence. But the reality is they are very poor quality, malfunctioning, ineffective troubleshooting resolution by customer support.

• Initial Complaint

  Date:07/19/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 ordered these ear buds for my husband who was excited to try them. It specifically states 30 days money back guarantee. The charge does not last as described. I have emailed multiple times and a automatic response every time. When I call it says they are too busy to answer my call!! I just want to return them and get our money back!!!

• Initial Complaint

  Date:07/08/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  June 22, 2024 Paid $99.00 USD for ear buds I am not 100% satisfied with my purchase and would like a full refund Fit, sound quality, app, app settings, battery life, all fall well below an acceptable level BellaSleep does not have enough faith in their physical product to offer ANY guarantee and cite digital Intellectual Property as the "main" thing you are buying.

• Initial Complaint

  Date:06/17/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 a pair of Bonamour ProXS earbuds on 05-09-24, order #*****. The earbuds are intended to assist with sleep and come in two sizes; I chose the smallest to best fit my ear. The website stated that their earbuds could be worn comfortably throughout the night and that they'd be accompanied by a library of binaural beats that the brain would sync with, thereby assisting with sleep. This was exactly what I was looking for. Unfortunately, the company failed to deliver on their promises. Upon receiving, I reached out to the company with questions. The only response I received contained generic information that did not address my specific questions. I made several more attempts to no avail. After trying the earbuds themselves I found that, even though I opted for their smallest version, the earbuds still caused pain and discomfort to my ears as a side-sleeper. Also that they simply stopped working after 4 hrs of play. So after only HALF the night, the sound would suddenly stop and I would be jolted awake. Instead of assisting with sleep, they would end up disturbing it. Then I would be unable to get back to sleep, compounding the problem. On top of all that, their library of sound consists of only a small handful of options. The selections are extremely limited and not at all the vast array that was described, which was one of their major selling points. These earbuds simply do not work as promised, and there are no alternative options on their site that suit my needs. I explained this to them multiple times via email while requesting a return label and refund. They refuse to address the issue. And finally, they failed to mention the massive amount of EMF radiation that these earbuds give off, in close proximity to the brain. I do not wish to compromise my health. This is something that should have been stated clearly so that customers could make an informed decision before completing their purchase. I am seeking a pre-paid return label and full refund.

• Initial Complaint

  Date:05/31/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Subject: Complaint Against Bella Sleep Pro I recently made a purchase from Bella Sleep Pro, expecting to receive a pair of "Bella Sleep Pro" headphones as advertised on their website. However, upon delivery, I received a completely different product. Not only were the headphones a different size, color, and shape, but they were of significantly inferior quality. Despite their claims of sending an "upgrade," the replacement headphones were cheap plastic and could not possibly justify the $149.00 price tag.To compound matters, the headphones are defective; the right headphone does not hold a charge. This further underscores the shoddy craftsmanship and lack of quality control on Bella Sleep Pro's part.Furthermore, Bella Sleep Pro advertised a sleep sound library that simply does not exist, along with fake contact information for nonexistent "sleep sounds." When I reached out to request a refund for the misrepresented product, their customer support team persistently insisted that the replacement was superior. If their idea of an upgrade is such a substandard product, one can only imagine the quality of the original item I had ordered.This experience feels nothing short of a scam. I am seeking a refund for the misrepresented product and wish to report Bella Sleep Pro's deceptive business practices and abysmal customer support, along with the issue of the defective product, to prevent others from falling victim to similar misconduct.Sincerely,*******************************

• Initial Complaint

  Date:05/14/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Bella Sleep Company: Order #B23456 Bonamour Sleep PRO 1 >> $199.00 Estimated delivery Thursday, May 9Friday, May 10 Only one earbud connects, even though I've carefully followed the instructions in the app and attempted to connect numerous times. I've spent over 2 hours attempting to sync the earbuds to the app, to no avail. The refund request was submitted to customer support 2 days after receiving the product. I do NOT want an exchange."Hi *******,First, let me put you at ease and say each of our models sold has less than a one-percent (1%) defect rate. Almost all issues you may encounter can be resolved by simply resetting the earbuds.If you haven't already done so, make sure you are using the most current app. Download instructions here ******************************************** Once inside the App, Go to ********************** section > User Manuals.Find the User Manual for your model (PRO, PROxs, etc) and in the manual are Troubleshooting steps.1. First, check the length of the Sleepscape you are playing 2. Next, check the battery life of the earbud (note, each model has different battery life)3. If not #1 or #2, then most likely your phone is going into hibernation. So, at some point in recent years the phone manufacturers (this has applied to Apple, Android, etc..) implemented a design feature that powered down Bluetooth when the battery started to drain or dropped below a certain % charged. This was a feature to help save the battery. What we find in almost every case is if the phone is plugged in, or mostly charged, this corrects the issue. Here is a good article we found that discussed this topic in more detail >> ****************************************************************** 4. Important Step for Resetting PRO model. Make sure not to skip the Hold/Press for 3-seconds while they are still in charging case, this step is in the Resetting/Troubleshooting section of PRO user manual."**************Manager, Product Support ****************************************************************************

• Initial Complaint

  Date:05/13/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Around 4/14/24, made 2 purchases: 1. Order #B22907, Bonamour Sleep PRO $199.00 2. Order #B22908, Bella Sleep PRO $149.00 Purpose of my complaint is the company refused my request for a refund. Bella informed me they do not have "trial periods", and no refunds are allowed. Bella customer service rep **************** stated the "no refund policy" is posted on their website which is contradicting to the information I saw online as their REFUND POLICY (see image uploaded), which has a refund policy and exchange policy for defective products. My experience with Bella (customer service **************) has been absolutely frustrating and deceptive. No one ever answers the company phone, only email communications, and I have 20+ emails (back and forth) in trying to resolve this matter. The only reason, I placed a second order on the same day is because I saw the cheaper price ($149) after I placed my initial order ($199) and I confirmed their refund policy. I received both products and they were exactly the same. When I emailed Bella, they informed me they decided to send me the upgraded version for the $149 order. I used one product for the first time which was very uncomfortable for sleeping, and the second time I tried to use it, it did not work properly/was defective. I did not open the second order because it was my intentions to return it for a refund. When I emailed Bella to request a refund, I was denied. I pursued my complaint, and eventually the email discussion turned to requesting an exchange for both products, and I was denied. I restated my concerns, and shared their company is a scam, they are exhorting me by forcing me to keep two products I cannot use. Recently, I was sent ONE product (Bella PRO XS), and now I cannot login to the account, it says ERROR for my email address, which is the same email. They have not yet resolved the problem, which is very strange. In sum, Bella has false advertisement, poor customer service, and deceptive business practices.

• Initial Complaint

  Date:04/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 sleepbuds from this company on 8/30/23. The company name on my original email invoice is Bonamour Sleep Company. They stopped working in February 2024, well within the 1 year manufacturer warranty, so I attempted to file a warranty claim.The process to do this is to email the company, so I did. I never received any response.I sent two follow-up emails and attempted to call the number on the website, but the number goes straight to voicemail and no one called me back.I think found a different email address on the website and sent two emails to that email address. Again, no one responded.I noticed that they seem to have changed their name from Bonamour Sleep Company to Bella Sleep Company.