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Business Profile

Online Retailer

Sleepgram LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

This profile includes complaints for Sleepgram LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Sleepgram LLC has 5 locations, listed below.

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    Customer Complaints Summary

    • 48 total complaints in the last 3 years.
    • 10 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:05/05/2023

      Type:Sales and Advertising 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.
      I purchased bedsheets from this company. They offered a comforter as a free gift with my purchase. Now, one month later they are charging my account for $256 for that comforter without my knowledge or agreement. I called their fraudulent company and explained the situation and they are telling me that i supposedly had a trial period which was never informed to me nor was it included in the email receipt (see picture attached). They refuse to issue a refund, they refuse to take return on the product and they refuse to let me speak to a manager. I did NOT buy this product, this money was stolen from my account. This company is engaged in Shady Business Practices. Avoid at all costs.

      Business Response

      Date: 05/08/2023

      to whom it may concern,

      Thank you for contacting us and providing us the opportunity to settle any misunderstandings. Hopefully, this information can alleviate some of the confusion that is leading to this complaint. 

      On March 14, 2023 Ms. *********************** ordered 1 - Bamboo sheets - ********************* and 1 - Comforter King/CAL ***** The sheets were a direct purchase and the comforter was a try before you buy offer, where you just pay the shipping and handling to receive this. It does state you will be billed after the trial is over. ************************************************************? Once the customer is billed for the product the trial has ended. Our representative did advise Ms. *********************** she is outside of her money back guarantee after she was billed. We do allow a 3 day window from being billed to allow the customer to return the comforter for a full refund.

      Unfortunately, there is a chargeback on her account which was completed on April 26, 2023,  for $256.80. Due to the account being flagged as chargeback we are unable to assist any further. I hope this information helps!

      Kind Regards,
      Customer support

    • Initial Complaint

      Date:05/04/2023

      Type:Product 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.
      I ordered a set of sheets feb 24th and received them as well as a king sized comforter that I did not order. I called the company and told them I had a comforter that they sent me and did not charge me for. They person on the phone informed me that I received this comforter to "try out". I told her I did not want it. I had not opened it. She told me if I did not pay to send it back within 20 days I would be charges $200. They refused to send me a return label. I was then given a "code " to return the comforter. So I sent to the post office and payed the $12 to send it back certified mail to the address I was given in ************* ********. I later got charged $200 on my credit card. I called them up and they said I needed the tracking number which I gave them. The person told me their address is in ********** and that they do not have an office in ********! I went to the post office and was told someone signed for the comforter! I went to their website and there is NO ADDRESS ANY WHERE on the site! I googled their address, nothing came up! THIS IS A SCAM!!! THEY get back the comforter AND they charge you for it. I am going to try to get my credit card to cancel the payment, but they give you and address and you have no way to prove that this address is "wrong" so they keep your money. THIS COMPANY SHOULD Be charged for fraud! *********************

      Business Response

      Date: 05/05/2023

      To whom it may concern,

      Thank you for contacting us and providing us with the opportunity to settle any misunderstandings. Hopefully, this information can alleviate some of the confusion that is leading to this complaint. 

      We are very sorry ************ is having these issues. What the representative advised on the phone was correct. We only have a fulfillment center in Dayton,** and *************, **. We do not have a return address in **. ********************************************************************************

      As a courtesy we have gone ahead and processed a refund for ************ to uphold our customer satisfaction.Refunds can take up to **** business days to reflect on the account. Refunded txn: ***************** for $204.73.
      Again, we apologize for any misunderstanding, and we can ensure this account is not active.

      Kind Regards,
      Customer support

    • Initial Complaint

      Date:04/30/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Trying to file a warranty to get pillows replaced and just being lied to. My conversation as follows 3/16/2023:Me:I received these pillows as a gift a year ago. They were really nice in the beginning. Now they dont stay fluffy. Ive washed and dried them or just drying them. Am I doing something wrong? Is this normal for these pillows?Sleepgram:Your order #***** was created on 11/27/2020. Please forward a photo of the pillows and the pillow tag for further assistance from our fulfillment team.Me: 3/23/2023-Sent photos 3/29/2023- checked in because I hadnt heard back Sleepgram:I apologize for the inconvenience caused with this warranty claim. Unfortunately, the warranty only replaces factory damages/malfunction of the pillows. You can use a discount code.Me:What determines if it is factory damages/malfunction of the pillows? It is lumpy and doesnt fluff anymore. That is a malfunction. The definition of malfunction is a failure to function in a normal or satisfactory manner. It is not normal for it to not fluff and to be lumpy. Most definitely is not satisfactory. How do we handle this? *I called because I didnt get a response and was told it would be sent to upper management.Sleepgram:This is normal wear and tear of the product.Me: You shouldnt advertise a lifetime warranty then. Please forward the warranty clause link. I want this forwarded to upper management as I was told it would be.Sleepgram:The response provided to you is from upper management. We sincerely apologize for any misunderstanding caused! The lifetime warranty is honored if the customer has the replacement and protection plan which costs a total of $25.00. Your pillow shows normal wear and tear of the product and there is no material malfunction.Me:There is no option to add that on a $25 warranty. The advertisement in the cart even states lifetime warranty on all products. I have attached a photo for proof. Again, please send me the warranty clause.

      Business Response

      Date: 05/01/2023

      To whom it may concern,

      Thank you for contacting us and providing us the opportunity to settle any misunderstandings. Hopefully, this information can alleviate some of the confusion that is leading to this complaint. 

      I am very sorry for the concern. I have reshipped you a new two pack of king ******** New order # 743A76202F. They should ship out within 3-5 days and you will receive a tracking number via email as soon as they ship. I hope this information helps!

      Kind Regards,
      Customer support

      Customer Answer

      Date: 05/21/2023

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:04/28/2023

      Type:Delivery 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.
      I never completed the order but was billed anyway. Now I have received the order it is the wrong color. I will try to return for a refund.

      Business Response

      Date: 05/09/2023

      To whom it may concern,

      Thank you for contacting us and providing us the opportunity to settle any misunderstandings. Hopefully, this information can alleviate some of the confusion that is leading to this complaint. 

      We show on April 01, 2023, Mr. ******** called in to receive a return label to return his pillows and pillow cases. We show a return label was sent to *********************** on April 03, 2023, and April 05, 2023. We also show Mr. ******** has been issued two full refunds.

      April 10, 2023- Refunded txn: **************** for $32.10.
      April 10, 2023- Refunded txn: **************** for $85.60.

      Refunds can take up to **** business days to reflect on the account. We hope this helps clarify any misunderstanding caused and we can ensure this account is cancelled and refunded.

      Kindest Regards,
      Customer Support

    • Initial Complaint

      Date:03/11/2023

      Type:Product 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.
      I purchased 4 pillows from SLEEPGRAM ON 2/2/2023 For the amount of ****** The website states FREE RETURNS. I was sent 2 boxes, 2 per box of pillows. I did not open one of the boxes. The box I did open had 2 pilows in it, I tried it, and wanted to return the pillows. I contacted SLEEPGRAM through emails, several emails. I received a response stated I could return the pillows and was promised free return shipping labels. Which was NEVER sent. I called several times and spoke to a representative and the rep stated it would take a day or two for the shiping labels to show up. I never received any shipping labels. I did receive THE RUN AROUND. I was threatened not to contact the BBB. I also felt pressure to get the pillows returned asap because of SLEEPGRAM'S return policy. Your return must be sent by 90 days or you the buyer will not receive any refund. I just want my shipping reimbursed ***** and the cost of the pillows ******

      Business Response

      Date: 03/24/2023

      Hello *****,

      Thank you for contacting us and providing us the opportunity to settle any misunderstandings. Hopefully, this information can alleviate some of the confusion that is leading to this complaint.

      We sent shipping labels to the following emails on the following dates:

      2/10/23 ********************
      3/02/23 ********************
      3/07/23 ********************

      We show all labels were successfully sent. We are very sorry you have had issues locating them. We always advise customers to check their junk mail and spam mail for these. We also can verify we have issued full refunds on all charges that Sleepgram has billed. ************************************** Unfortunately we are only able to process refunds on charges we have made. I hope this can help clarify.

      Kindest Regards,
      Customer support

    • Initial Complaint

      Date:03/07/2023

      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.
      I purchased 4 pillows over in website SLEEPGRAM. The purchase date was February 2, 2023. Order number #******. For the amout of $193.46 I contacted SLEEPGRAM about a return by email. I was told I would receive a shipping label to return the pillows within 2-4 business days. I waited for the email to arrive with the shiping labels and received NOTHING. I checked my spam and inbox and anything that might contain the shiping labels and received nothing. I contacted SLEEPGRAM and they replied back stating they would resend the shiping labels. I received nothing. I called and spoke to a representative from SLEEPGRAM and they responded saying it would be 2-5 business days AGAIN before the shiping labels to arrive. I received nothing. I was repeatedly told a shipping label was sent. I requested the shipping label company name and tried to respond to the so called company and the email came back as FRAUD OR FAKE. I have called several times, and emailed or 50 times and was promised free shipping labels and free returns. None of which I got. I did receive THE RUN AROUND. I kept all communications between us. Also the **** site states ****** free returns. It also states a time limit on returns. I felt pressure to get the pillows returned by the time frame, but was getting no where with helping me return the pillows. I called and requested the return address to send the pillows back and soon after received another email from **** stating to make sure I put the invoice information and my order information inside the box before shipping. Which I did. I also took pictures of the return shipping information and sent it to **** A REPRESENTATIVE FOR SLEEPGRAM. I am requesting a refund for the 4 pillows $193.46 & the shiping cost refund of $89.72.

      Business Response

      Date: 03/13/2023

      To whom it may concern,

      Thank you for contacting us and providing us the opportunity to settle any misunderstandings. Hopefully,this information can alleviate some of the confusion that is leading to this complaint. 

      I do show 4 labels paid for by Sleepgram sent to ******************** which is the email address we have on file. I am sorry you got that error mesage. The return labels come from Ship station and they are noreply emails. I do show a partial refund was issued on March 07 for $90. I issued the remainder of your refund today March 13, 2023 for -$103.46. Refunds can take up to **** business days to reflect on the account. 

      I hope this helps clear up any concerns ********************************* may have had. We can ensure this account is closed out and all refunds have been issued back.

      Kindest Regards,
      Customer Support


       

    • Initial Complaint

      Date:03/07/2023

      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.
      When purchasing these pillows on 11/16/20 order number ***** we were informed that they were back by sleepgrams forever warranty. We tried to put in a warranty claim and they are now stating that a separate warranty had to be purchased at the time of sale. Nowhere on their website is there mention of this nor is it in their terms. If this is the case we were misled at the start and they now refuse to honor the warranty claim. It specifically states on the confirmation email that there is a lifetime warranty on all products and the image is attached.

      Business Response

      Date: 03/13/2023

      To whom it may concern,


      Thank you for contacting us and providing us the opportunity to settle any misunderstandings. Hopefully, this information can alleviate some of the confusion that is leading to this complaint. 

      I am so sorry for any confusion when it comes to the warranty.We do offer a lifetime warranty for material malfunctions such as stitching or the product coming apart. We do not offer the warranty for normal ware and tear on the product. If Mr. ****** would like to forward me pictures of his pillows for us to see if that qualifies under the lifetime warranty. 

      I hope this helps clarify for you! I have noted the account so when the email comes in they will reach out to me to verify.

      Kindest Regards,
      Customer Support

    • Initial Complaint

      Date:03/03/2023

      Type:Order Issues
      Status:
      Resolved
      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 continue to get text messages from them. I do not even remember signing up for these messages which are advertisements. In any case, I have REPEATEDLY asked them to stop and I continue to get them!

      Business Response

      Date: 03/13/2023

      To whom it may concern,

      Thank you for contacting us and providing us the opportunity to settle any misunderstandings. Hopefully, this information can alleviate some of the confusion that is leading to this complaint. 

      I am so sorry you are having issues stopping the test messages. All you need to do is reply STOP and you will stop receiving the messages. I will also send this information over to our technical team to ensure phone# ************** is added to the unsubscribe list.

      I hope this helps clarify any misunderstanding.

      Kindest Regards,
      Customer Support

      Customer Answer

      Date: 03/16/2023

       
      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.

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

    • Initial Complaint

      Date:02/16/2023

      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.
      Purchased a 2x pack pillow (4 total). Date of purchase: 2/2/2023 online on their website Sleepgram.Order #****** Total amount: $193.46 I've contacted Sleepgram by phone twice, and by over 59 emails requesting a shipping label to return the 4 pillows. The Company stated the would send the shiping labels and I've never received it. I'm afraid if I send the pillows back at this point, Sleepgram will not refund the shiping as well. Im at a loss of what steps I need to take to receive the refund. The Company promised the shiping labels by phone and by email. I just need to return the pillows and receive a full refund. I'm tired of begging for shiping labels. I will attach the fake shiping label Company that Sleepgram sent me. Also attach the receipt purchase of the pillows. Also the threat from Sleepgram about contacting the BBB.

      Business Response

      Date: 03/13/2023

      To whom it may concern,

      Thank you for contacting us and providing us the opportunity to settle any misunderstandings. Hopefully, this information can alleviate some of the confusion that is leading to this complaint. 

      I do show 4 labels paid for by Sleepgram sent to ******************** which is the email address we have on file. I am sorry you got that error message.The return labels come from Ship station, and they are no reply to emails. I do show a partial refund was issued on March 07 for $90. I issued the remainder of your refund today March 13, 2023 for -$103.46. Refunds can take up to **** business days to reflect on the account. 

      I hope this helps clear up any concerns ********************************* may have had. We can ensure this account is closed out and all refunds have been issued back.

      Kindest Regards,
      Customer Support

    • Initial Complaint

      Date:12/16/2022

      Type:Customer Service 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.
      This all came about under a fraudulent email after a purchase I made from CVSThis seems to be a fraud and a scam. An email told me to take a survey to receive a free gift. Once I completed the survey products, came up for me to choose from all I had to do was pay shipping and handling.I paid the total and about a week later I noticed an extra charge on my account. I had not received the sheets at that time and the sheets were suppose to be free.I called CVS and they removed the charge and it went away but later returned after a few more weeks. Sleepgram has taken $124 fraudulently from my account.

      Business Response

      Date: 01/19/2023

      To whom it may concern,

      Thank you for contacting us and providing us the opportunity to settle any misunderstandings. Hopefully, this information can alleviate some of the confusion that is leading to this complaint.

      On September 15, 2022 **************** ordered our trial sheets from our website. We show a call was made into customer service that same day to update her address. On September 21, 2022 **************** called into customer service about the pre auth charge for the price of the sheets. **************** was then provided the address to return the sheets, she did not want to pay for them. A second call was made that same day 30 minutes later where **************** refused to return the sheets and stated she will just go to the better business bureau.

      We extended out the trial an extra 30 days to allow **************** to return so she would not be billed for the sheets. We offer a 100 day money back guarantee if a customer is not happy. No future contact was made into our customer service and **************** chose not to return the sheets. On October 21, 2022 the charge for the sheets went through. Again, no other contact with us. On December 06, 2022 **************** disputed the charge through her bank.

      At this time, there is an open chargeback on the account, as well as **************** still has the sheets in her possession. Due to the chargeback on the account, we no longer have the option to do anything on the account. I hope this helps clarify any misunderstanding.

      Kindest Regards,
      Customer support

      Customer Answer

      Date: 01/25/2023

      (The consumer indicated he/she DID NOT accept the response from the business.)
      I did not order through there web site this all is a result of a fraudulent email stating the order would be free after a survey, the sheets were one of the items I could choose from but only certain colors all had to do was pay shipping and handling. I've explained this to them several times not only did they not look into it , it is not even mentioned in their response above. They did not care. I didn't send them back because the charge was removed from my card,I thought it had all been resolved. I've learned alot during all this, fraud going on and companies aren't do anything to stop it or protect consumers as I said before they only care for prophet

      Business Response

      Date: 02/01/2023

      To whom it may concern,

      Thank you again for allowing us the opportunity to rectify this complaint. We are very sorry for any misunderstanding.

      Unfortunately, there is a chargeback on her account which was completed on December 02, 2022 for $124.95. Due to the account being flagged as chargeback we are unable to assist any further. This is now between ******************** bank and the company.

      We can ensure this account is cancelled, nothing further will occur from our company. . I hope this information helps!

      Kind Regards,
      Customer support

    Sleepgram LLC is NOT a BBB Accredited Business.

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