ComplaintsforSleepgram LLC

• Initial Complaint

  06/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This company has a banner right on the homepage that reads "free shipping on all orders." Yet they actually don't ship for free. I live in the ** and they attempted to charge me. There is nothing in the "shipping" section on their website that denoted anything about paying for shipping based on where you live in the **. Every email and text they send you ends with "ps. Shipping is on us."This is false advertising and is illegal.

  Business response

  06/12/2024

  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 so very sorry for any confusion. We do offer free shipping on our Sleepgram.com website. Mr. ***** ordered his pillows from a different site. **************************************** which is this site: ************************************************************* You get free shipping if you spend $100 or more. ************** spent $80.00 plus $9.95 Shipping and handling, which brought the cost to $89.95.This is actually for an old order from 2021. We do show an attempt to order again on June 03 but no actual order was officially placed. 

  *********************************** Free shipping on all orders. If for some reason ************** gets billed shipping, all he would need to do is reach out via email or by calling and one of our representatives would process the refund back to him, no questions asked. I can suggest the reason the shipping may be automatically added is due to being in ******. Again, we will honor the free shipping for Mr. ***** if it does not automatically apply.

  We hope this helps clarify any misunderstanding caused.

  Kindest Regards,
  Customer Support

   

  Customer response

  06/20/2024

   
  Complaint: 21801565
  
  I am rejecting this response because:
  

  They are correct, I did not place a second order due to it not being free shipping, as it is advertised all over their website. The order was being placed directly though sleepgram, not an affiliate site. I am not going to place an order, pay for shipping and hope they reimburse me. I may live in ******, however, the homepage clearly states "free shipping on all orders" there is no asterisk or anything about living in ****** costing money to ship. There is also no where on the website that states the order must be over $100. If that were they case the banner would read "free shipping on all orders over $100." Again, this is false advertising. 

  
  Sincerely,
  
  *********************

  Business response

  06/27/2024

  To whom it may concern,

  Thank you for reaching out to us again.

  We are very sorry ************** is having issues processing an order with free shipping. Without being able to see what site ************** is on and what is being entered into the fields we have no way to assist him in this matter. If ************** would like to call into customer service one of our representatives can place an order for him over the phone, to ensure its placed correctly to have free shipping, or as previously stated ************** can place the order and we will refund his shipping cost if it has been successfully billed. 

  We hope this information helps and we are trying to assist ************* in this matter. We have also provided multiple options for him to place the order with free shipping. We have noted his old account and the partial account so if he calls, it would be a simple step to complete the order.

  Kindest Regards,
  Customer Support

  Customer response

  07/15/2024

   
  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

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a set of new Sleepgram pillows from Amazon on 11 Nov 2023. By mid-January 2024, the seam on the outer shell of one of the pillows began to unravel, and the filling began to spill out. I reached out to both Sleepgram and Amazon for a replacement, and neither company agreed to replace the defective product. Each company said the other is responsible for replacement. In the promotional materials that came with the pillows, Sleepgram advertises a "100 Night Guarantee," and on its website, it advertises a lifetime warranty. Both statements are false and misleading. I reported a defect and requested a replacement (not a refund) within 100 days of purchase, and my request was denied. Sleepgram claims it does not honor its guarantee and warranty when its pillows are purchased through a third party, but I cannot find this restriction noted anywhere in its sales and promotional materials. As others here have said, buyer beware. These are pricey pillows that are poorly made, and the manufacturer does not stand by the quality of its product.

  Business response

  04/17/2024

  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 do not show an order through our company Sleepgram. It appears that Mr. ******** placed his order through Amazon. We are customer support for **********************. When a customer purchases our product through Amazon, it would be Amazon customer support that would be able to assist with any issues or returns. We do not have an account for Mr. ******** to be able to assist with a return or exchange, only Amazon would be able to help since they are the ones with the order. 

  We apologize for any inconvenience, we are able to assist with product information or if Mr. ******** would like to make a new purchase through us. I hope this information helps clarify any misunderstanding caused.

  Kindest Regards,
  Customer Support

  Customer response

  05/07/2024

   
  Complaint: 21410294
  
  I am rejecting this response because I have already contacted Amazon regarding this purchase. Amazon will not assist and said that I must contact Sleepgramthe manufacturer of the defective product.

  Once again, I am asking for a straightforward replacement of a defective product. I am not asking for a refund or cash of any kind. My hope is that a manufacturer would make a simple replacement out of goodwill to an unhappy purchaser to preserve their products reputation. If that requires you to direct Amazon to make a replacement, then please do so.

  Sincerely,
  ***************************

  Business response

  05/20/2024

  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.

  As per the terms on the Amazon website:

  To replace an item: Go to Your Orders and select Return or replace items beside the item you want to replace. Tip: If your order is from a third-party seller or not eligible for a replacement, select Return Items. Enter a return reason on the next screen. Select the item that you want to replace and select a reason from the Reason for return menu. Follow the instructions on the screen.

  You would in fact be eligable for a return through Amazon if you are still within your window of time. Unfortunately, we are only able to do replacements when the order has been placed on sleepgram.com. We do not have your information in our system. Amazon fulfilment is done through their warehouses as well, so the package does not come from us either.

  I hope this can help clarify any misunderstanding caused.

  Kindest Regards,
  Customer Support

  Customer response

  06/03/2024

   
  Complaint: 21410294
  
  I am rejecting this response because in the promotional materials that came with the pillows, Sleepgram advertises a "100 Night Guarantee," and on its website, it advertises a lifetime warranty. Sleepgram refuses to honor either the guarantee or warranty. This is a deceptive and misleading sales practice. All I am asking for is a replacement shell, which is the defective component. Considering Sleepgram charges $100 for its product, the very least Sleepgram could do is replace the defective component. It refuses to do so. I will continue to reject Sleepgram's responses until a replacement shell is received. I can provide purchase documentation and any details Sleepgram would like to verify the purchase and provide the information Sleepgram doesn't have in its systems.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered a pillow which turned into two pillows because they dont sell just one. After putting in my credit card number for it, they asked me if I wanted a quilt for $8.95 shipping. I thought that was a pretty good deal so I said yes.I was not aware whatsoever that it was a trial and that if I didnt want it, I could send it back within 14 days and not pay for it. Exactly one month from the date of purchase, I was charged $170 for a twin size quilt.I tried to call them back, but they didnt answer. I emailed them and they ignored my request for a refund. I called them today again and they said that it was too late to return it and that I am basically stuck with it.I would never spend $170 on a quilt, but I did. I feel very taken advantage of and scammed.(I had already spent $90 for the two pillows- Ive been having neck/shoulder issues) and they charged me $30 for who knows what plus they $8.95 for shipping on the comforter. I am not happy. I called them back regarding the 100 day money back guarantee and they refused.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sleepgram is a Scam! I was charged without confirmation on an order of two pillows, I immediately contacted Sleepgram and was told there was nothing they could do short of a 33% discount because the order was already being processed, for me to return the pillows for a refund once I received them. I never received them! Total scam! I plan on filing a case for some sort of restitution. BUYER BEWARE!!!! COMPLETE SCAM, SLEEPGRAM IS A SCAM!!!

  Business response

  01/26/2024

  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 show **************** did in fact reach out to us requesting to cancel. Our representative replied with the order had already been processed for shipment and offered her a 33% partial refund and receive the shipment. **************** agreed and the partial refund was issued. We show the package was delivered ******************************************************************************************************************** and the refund that was agreed upon: Refunded txn: 70595247P2626070T for $31.48.

  Here is the conversation: ****************************************

  If **************** states she did not receive this package, we will ****** the package out to her free of cost. The account is notated and we look forward to hearing back. I hope this can help clarify any misunderstanding. 

  Kindest Regards,
  Customer Support

• Initial Complaint

  11/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased a set of pillows on 10/4/23. I was charged $97.69 for the pillows, then another charge for $21.65, and another charge for $9.71.I recieved only one order receipt but then on 10/14/23 another set of pillows and another charge went through for $97.60. I never received an order confirmation for that set of pillows and never actually placed the order. I did decide to keep the pillows but should not have been charged. now I ma getting a $211.63 charge for the comforter that they said it was a trial for two weeks only. they do not give any notice in the sales receipts or on the website that the trial products are not covered by the same 100 day guarantee. The order receipt email did not even say the comforter was a trial. now in order to get my money back, I have to ship it back on my costs even though they claim free returns. I don't know why there was extra fees charged on 10/4 and I don't agree with their sneaky scamming policy on the products they call "trials" I see others have had the same issues with the same trials as well. shameful. i want my money back

• Initial Complaint

  10/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction was 06/26/2023, Their return policy on their website says 100 days return after delivery, (Delivery was 07/06/2023) with an RMA, now they are telling me 100 days from order date. I have talked to 4 personnel from the company on 10/11/2023, and they are not willing to honor what it says on their site. I would like for them to honor their wording on their site and allow me to return for a refund because it's only been 95 days from delivery as of 10/11/2023 when I called and asked for an RMA. It was supposed a 100 night sleep trial and I can't sleep on until they arrive. The pillow went a lot flatter in just a few days so I am not satisfied with the pillows.

  Business response

  10/30/2023

  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 for any confusion. Our site does state 100 days from purchase. ******************************************** here it is listed under FAQ's as well as our terms and conditions. We do show ************ was processed a 20% refund as a courtesy -$19.44 the transaction ID ****************. This was issued on 10/16/23  12:59pm.

  We hope this helps clarify any misunderstanding caused. 

  Kindest Regards,
  Customer Support

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hello All, Hoping you can assist. I purchased products off the site where they advertise lifetime warranty which helped me make my decision to purchase. A few days ago the zipper broke on pillow as you can see in attached. I contact the company and they are not honoring the site's promise of lifetime warrantee. I feel taking back by their blatant attempt to say say i did not buy or add to my account since its clearly marked on their site. Any assistance you can offer, will be greatly appreciated.Thanks *****

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I bought sheets from this company and the body oils wont wash out like cotton sheets. They only offer an eight month guarantee but the sheets look horrible and they will not bleach. Youre not supposed to use bleach which I dont, and I want at least a partial refund. *** spent a fortune with this company you dont guarantee sheets it cost over $200 a set for eight months.

  Business response

  09/12/2023

  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 are very sorry for your experience with the sheets. No worries! We have gone ahead and reshipped a new set of sheets. 1 - Bamboo sheets - ************* today September 12, 2023. The new order is B6A5A4C9B7, of course this is free of charge for Mr. ***** A tracking number will be emailed to Mr. **** upon shipping out, it will go to the email address on file which we have as: *************************************************

  We hope this information helps! If Mr. **** has any questions about his new order he can reach out to our customer support.
  

  Kind Regards,
  Customer support

  Customer response

  10/06/2023

   
  Complaint: 20543505
  
  I am rejecting this response because:

  Once the sheets get stained, you cannot remove the stains and even after washing, they still look filthy. You cannot use bleach and just shipping a new set of sheets will not fix the problem because they will become stained and on washable also. I want a financial resolution of this and if not, I will take you to small claims court and *** you for 10 times the value of the sheets up to $10,000
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was shopping on sleepgram.com & decided NOT to go through with the purchase, but I was charged & the items were shipped. Not having received any further communication from the company, I was surprised to receive the package. When trying to get in touch with them I could not sign in on the website, so I filed a dispute with my cc company & was temporarily refunded. Later I did manage to make contact through email & was sent a shipping label. Returned the unopened package & cancelled the dispute with a promise of a refund. My cc charge was reinstated. NOW I am told a refund was attempted & failed due to the dispute, & that nothing further can be done.

  Business response

  09/12/2023

  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 July 19, 2023, Ms. ****** placed an order for the 1 - Bamboo sheets - Full - Grey. The product shipped out on July 20, 2023 with tracking number 1Z535W9YYW01176937. We do show Ms. ****** reached out to us via email on July 28, 2023 where a return label was issued. On that same date Ms. ****** stated that she did a chargeback through her bank, where she was advised to drop the dispute in order to receive a refund. The dispute was already processed through by that time so unfortunatly we are unable to process a refund once the dispute is finalized. At that time Ms. ****** should have kept her items and not returned them as we are unable to process the refund. As you can see with todays date of September 12, 2023 we are still showing as chargeback on the account: ****************************************.

  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

  08/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was given an offer after completing a survey through Delta Air Lines to choose a product and pay for the shipping only. I chose the Sleepgram product. The product shipped and was delivered to my house and a charge for the product was placed on my card that paid the shipping fees for $132.88. When I called the company to ask what the charges were for, I was told this was a trial offer. I explained that at no time during the process was I informed that this was a trial offer nor had I received any information about such offer in the order confirmation. The agent (who said she was a supervisor when asked to speak to one) told me that she could not reimburse shipping fees nor would they pay for the return shipping. I was told I could return the product within 100 days but I was not going to be reimbursed for shipping/handling and or the return cost. I was offered a 30% then 50% reimbursement for the product if I wanted to keep the product which I refused. I simply wanted them to reimburse me for returning the product to them as which time this agent #*** said that was not their policy. I then told her that I would return the product and then contact the company again with the receipts for return so I could be reimbursed at that time and I questioned whether this agent was a supervisor. When I asked to speak to her supervisor she refused to connect me. At this time I hung up and instantly in my email was a confirmation that I had been reimbursed the initial shipping fee that I paid. So my instinct was correct that she was not a supervisor. I would like the BBB to contact me to insure that my return shipping fees are reclaimed when I send the product back.

  Business response

  09/05/2023

  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 so sorry for any misunderstanding you may have been caused. We do show this was placed online where it would have advised the terms and conditions of the offer, prior to the order being submitted. I do show the shipping and handling was refunded on August 14, 2023, when ******************** called in. Refunded txn: ********** for $10.62 08/14/23  1:45pm. I do not see a call where return tracking information was provided, however I have gone ahead and issued the refund for the sheets. Refunded txn: ********** for $132.88 09/05/23  11:00am.

  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
  
  

  Customer response

  09/12/2023

   
  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,
  
  *******************************

*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. ↩