Complaints
This profile includes complaints for The Pure Sleep Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/11/2024
Type: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 bought this guard because it said there was going to be a return shipping label if I wasn't happy. It was painful for me to wear but the shipping label wasn't included although the directions were I phoned three times the first time I was told to just take it to ***** with the box and the instructions in ****** and call back if that didn't work. When it didn't work yesterday I called again I was told that there should have been a shipping label included but seeing as there wasn't they emailed me a shipping label but it would take 15 minutes to come through. I called today and then was told there was no international shipping. I offered to return it through the states if they sent me one from the states and he refused and said he was the manager. For me to pay for the shipping to send it back would cost almost as much as the product. I want what was promised a a return shipping label so I can get a refund. Nowhere on the advertising or the shipping pictures which I took said that it was only for the US.
Business Response
Date: 01/11/2024
************:
On behalf of The Pure Sleep Company, I would like to apologize for the trouble you experienced trying to return the product for a full refund. I would like to offer you a full refund of your purchase price and you may keep or discard the product. In addition, we will update our offer to make clear that international shipments do not come with free return shipping.
Thank you for bringing this matter to our attention. Again, my apologies for the inconvenience.
If the proposed resolution is satisfactory, please provide your order number and I will personally process the refund.
Kind regards,
*********************
Director of Operations
The Pure Sleep Company
Customer Answer
Date: 01/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
I added a picture with the order number a second time here.Thank you.
Sincerely,
*******************Customer Answer
Date: 01/16/2024
I am rejecting this response because:I added a picture with the order number a second time here.
Thank you.
Sincerely,Business Response
Date: 01/17/2024
************,
I've issued the refund in full to the original payment method. Please allow 2-3 business days for the credit to appear on your statement.
Kind regards,
*********************
Director of Operations
The Pure Sleep Company
Customer Answer
Date: 01/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Thank you!
Sincerely,
*******************Initial Complaint
Date:07/21/2022
Type: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 a PureSleep mouthpiece through Amazon on Feb. 8, 2022. I paid $59.95. I spent a considerable amount of time researching different mouthpiece options for snoring and selected PureSleep, in part because on the top of the Amazon page, they state: "Well work with you to get promised results or your money back." Additionally, the Amazon page (in the questions section) states they will replace the mouthpiece for free if it doesn't work the first time so the customer can try again to get a good fit. After many unsuccessful attempts to fit the mouthpiece to my mouth, I contacted the company for help. They stated they could not replace it because 60 days had passed since my purchase date. However, I cannot find any place on the Amazon page that says customers only have 60 days. Further, upon reading carefully through the company's website, the only place I can find mention of having only 60 days is in very tiny print towards the top of the page. There are many other places on their web page that state "Risk free trial", "Shipping is FREE", or "we'll refund every cent" in regular-sized font, bold letters, and easy-to-read (and easy-to-find) language. I believe this constitutes deceptive advertising. Finally, when I contacted customer service, they were unhelpful and vague. The person mostly kept repeating themselves by saying customers only have 60 days. Often, the customer service person did not answer my questions or address my concerns; they only repeated themselves saying customers only have 60 days to return the mouthpiece.Business Response
Date: 07/25/2022
Dear Ms. ******* in your complaint to the BBB, you mentioned that our Amazon product listing says, "Well work with you to get promised results or your money back," which is absolutely true. It's also true that when customers purchase our product from Amazon and make a mistake during the fitting process which damages the device, we'll exchange it for a new one for up to sixty days from the original purchase date from Amazon.
This policy is not advertised, but we do it as a courtesy to our customers, and thus far, around a dozen Amazon customers have used it. For this informal exchange policy, we use the same sixty day return window that we advertise on our website for refunds -- which is twice as long as Amazon's thirty day return window.
You attempted to exchange your PureSleep device after more than five months. It appears that you believe that there should be no time limit on exchanges because none was specified in the answer to a question that Amazon published. Please understand that an answer to a question does not constitute a complete policy statement.
If there were no time limit to this informal exchange policy, Amazon customers could buy our product once, and continually exchange them for new ones for free, whenever they wanted, forever...clearly not the intention of this informal policy. We should point out that while only about a dozen or so people have made use of this informal exchange offer, hundreds of thousands of people have reordered PureSleep devices, as many customers get a new PureSleep every year or so, often for many years. These reorders are an important part of our entire business. And by the way, so many people reorder PureSleep because it's actually a really, really good product that does exactly what we claim it does.
In addition to filing this complaint with the BBB, you also wrote a one-star review of our product on Amazon. We are able to reason with the BBB, so sooner or later, it's extremely likely that this case will get resolved. However Amazon is huge, automated and inflexible, so unless you delete your one-star review, it will probably remain there forever, causing significant harm to our small company, which consists entirely of people in ***************** who work very hard to deliver the best product we can and to support it with the most competent, professional service.
Now that we have taken the time to explain the mechanics of how our process works, and why it would not be feasible to allow people to exchange their PureSleep orders without a time limit, we hope that you will consider your BBB complaint to be resolved, and that you kindly delete the one-star review you wrote on Amazon.Customer Answer
Date: 07/26/2022
Complaint: 17598912
I am rejecting this response because:Dear Sir/Madam: ***** are at least a couple of reasons I am rejecting your response. First, you stated, "It appears that you believe that there should be no time limit on exchanges because none was specified in the answer to a question that Amazon published." This is untrue and I have never stated this, either originally with customer service or in my original complaint to the BBB. I do not believe there should be no time limit; I simply believe the return policy should be clearly stated and easily located for customers. Many companies have clearly stated return policies so the customer knows, upon purchasing the product, how long they have to return it and under what conditions. This is just common sense business practice.
Secondly, nowhere in your response did you actually address my original complaint, which is that the marketing is deceptive. Rather, it feels to me the company is taking a position of being a bit condescending in tone by saying, "This policy is not advertised, but we do it as a courtesy to our customers." This sentence, too, is deceptive. Common business practices that customers expect (having clearly stated return policies) shouldn't be a courtesy.
Finally, the entire tone of your response, as well as my original interactions with customer service, is dismissive and borders on insulting.
One reason I purchase through Amazon is because of honest reviews. I have only ever offered reviews that are 4 or 5 stars. However, I am so displeased with the policies and treatment from PureSleep, I feel obligated to share my opinion with others researching whether or not they will make a purchase.
***
Sincerely,
*******************
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