ComplaintsforSleepme

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In setting up the brand new Sleep-me Chilisleep system, it became apparent that the reservoir lid is stuck in the locked position! Every possible non-destructive way to remove the lid has been attempted. While it seems clear that a *************** is not an option, working parts is expected.Kindly assist in providing me with a functioning reservoir and lid s the weather is warming up quickly.Thanking you in advance for your assistance in this matter.

  Customer response

  04/12/2024

  Full first name: *****

  Business response

  04/12/2024

  Return label was provided to the customer after she learned this particular system was not compatible with remote control capabilities, it is controlled by an app installation on a smartphone.  She requested a refund, we've responded with the instructions and return label.  She was responsive to this email chain, so she is getting our communication.  She is welcome to return using the information provided.

  Customer response

  04/16/2024

   
  I am rejecting this response because:
  the stipulation provided by the company was that return costs would not be covered.  Further research revealed that there is a history of customers returning the product but not receiving any refund.

  Rather than incurring additional expenses, i decided to use the product manually; (once the weather warmed up) this is when the product defect came to light.

  As mentioned to the BBB originally; since a full refund is apparently not an option, a replacement reservoir (with working lid) is requested to be provided so that the product can be used.  If this is not an option then a full and prompt refund be received as well as a prepaid return label.

  Regards,

   *****

  Business response

  04/17/2024

  We are glad to send the customer a reservoir, she did not specify that request on her support ticket.  We will re-open her ticket so she is alerted when the reservoir is shipped with tracking info.  Her product is under warranty, replacement parts are included.  Refund is not an option after the first 30 days.  Should she need further assistance, she is always welcome to submit a support ticket and an agent will respond within 2 business days.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company will not honor the extended warranty on its products. We have been waiting for over 4 months now to receive a replacement Dock Pro unit and also a pad which was under the extended warranty that we purchased when we originally ordered the merchandise. After sending many emails to the company we finally did get a response, they were going to send our replacements under the warranty, saying it would take 45 days to receive the new unit and pad, and that has been over 2 months now and they no longer answer my requests. I think that SleepMe is out of business or if not they have terrible customer service. It appears now my only recourse is to seek legal action against them.

  Business response

  01/30/2024

  Hello,

  ****************** has misrepresented the facts on his case.  One of the attachments will show all the tickets he submitted and on the Updated section it shows when we responded.  The second attachment is the communication, the Operations Manager had with him last night, there has been no response at this time. 

  1. The company Sleep Me was purchased under new ownership on 7/17/23.  The new ownership was honoring warranty replacements, his first ticket was in Sept 5th, we responded Sept 28th.  We were FLOODED with tickets after opening up customer support tickets.  Not the consumers issue but that is a fact that was delaying response times.

  2.  We placed the order for new dock pro unit, which was under warranty, on 11/29 because we were waiting for details of his complaint.  We were very backlogged on the demand for replacements so we provided a 45 day shipping expectation.

  3. He requested a pad to be replaced, it was not under standard warranty but extended warranty that he purchased with previous company ownership.  We asked for details and pictures of this leak and he did not answer nor provide.  He just kept sending in more tickets.

  4. After receiving this BBB compliant.  The Operations Manager reviewed all document and we decided to expedite his replacement to him because we were past due on shipping to him.  She also decided to give him a pad as a courtesy to resolve this complaint.  It was shipped on 1/30/24 and tracking is in the attachment. 

  We will stand by our quality of our products with our customers and if he has further issues, the Operations Manager asked for him to deal with her directly. 

  Customer response

  02/01/2024

   
  I am rejecting this response because: SleepMe is not accurate about the case, and I have not misrepresented the information. I have been emailing SleepMe since 7/12/2023 and await a resolution. As to the claim, they were waiting on information to process the warranty; this is not true; I sent them what they asked for, which included photos of the leaking unit with video and the unit's serial number. I had to place a complaint on the company before they finally did something, and miraculously, they answered, saying they had sent me a new unit and a pad, which they claim is complimentary, which it is not. I have an extended warranty on the unit and pads, and I do not believe that it is my fault the pad failed. It would have been in their best interest to answer by apologizing for our delays and mistake of not sending you the unit and pad promptly. But they started by saying I had misrepresented the case. I understand that the company has been in a financial struggle, and now, with new ownership, they are following up on the older warranty issues, although that should not allow them to make me out as the bad guy. The products they have manufactured could be more reliable, and we have been through multiple units since 2008 when we purchased the first two units. Hopefully, we will receive the products they say they have sent. However, when these fail, we can only buy products from this company once they fix the failing units' flaws because they will no longer offer an extended product warranty. This is probably why the company was in so much trouble due to manufacturing or product design flaws. I wish them well and hope they can fix the design or manufacturing issue in the future. But I am not the bad guy here. 
  
  

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The ChiliPad is a very expensive product that works well. The problem is that the hose that connects the unit to the pad eventually fails, causing leaking. A replacement part is not available on the website and when you try to contact the company, they are unresponsive. So the only alternative is to buy an entirely new system which costs $574.

  Business response

  12/29/2023

  ************** contacted our customer service department and was informed that the hose replacement she is seeking is not available at this moment.  She was informed that we are waiting on restock of this item and it will be available on the website as soon as we have stock available to purchase.  This will be a 1-2 week lead time.  **************** was responsive and she has all of this information.

  Customer response

  01/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 17, 2023 we contacted ChiliPad/SleepMe requested a follow up for a repair we had sent them that was not properly repaired. The unit we received back from "repairs" was still non-functional. We contacted them and created a new RMA and sent the unit in. Since that time we have not been contacted, the unit not returned, and none of our emails responded to. I would like a working unit returned to us or a refund.

  Business response

  12/21/2023

  Mr. ******** was unaware that we went through an acquisition earlier this year.  He has submitted a ticket to the new company and we are working with him to provide a resolution.  

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Chillipad Ooler in Sept 2022 with a one-year warranty. In July of 2023, the unit stopped working, and I filed a support ticket. I finally received a response in August of 2023. The company replaced the unit and that replacement did not work. Since then, I have had three additional replacements that have not worked. I requested a refund for the purchase but was told that since my warranty had expired in September, they could not refund any money. They stated that they would give a 200$ credit. When I inquired how to receive the discount, I was told it would be credited once I purchased the unit. However, the discount was not an additional discount. It was a discount being offered to anyone who purchased a new unit. Since that time the company is no longer selling the unit.

  Business response

  12/14/2023

  We were acquired in July of 2023, the old company closed in May, so **************** did have a lag in communication during those months.  However, **************** was sent a replacement unit in November to satisfy the warranty.  He has also been offered a discount of $200 if he chooses to buy a new unit, which we still offer for purchase.

  We are unable to process any refund amount on a product sold under the old ownership group.  We have honored his warranty as we have with all existing customers, but can not legally process any refunds on behalf of the old company.

   

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 2, 2022, I purchased the Dock Pro Sleep System for $1,112.21 after a discount, because my previous Chilicube broke outside of the warranty period. On October 12, 2023, after several instances of the dock pro leaking the entire contents of the water tank on to my nightstand and floor without reason, I contacted Sleepme Inc. I got an immediate response stating that they would send a replacement within 14 business days. Today is the 14th business day. I emailed asking for an update and got an automatic response as if I never reported the problem to being with. I replied to that email requesting that a human being review my concern. I received no response. After reading all the stories about the products malfunctioning, I no longer have faith that they can provide a reliable product, nor adequate customer support, and want a refund.

  Business response

  11/03/2023

  Customer has been shipped replacement unit.  Agent did respond with extra lead time on shipment.  Attachment has tracking number as well as communication with agent.

• Initial Complaint

  10/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the Ooler sleep cooler machine in November of 2021. ******************************************* I spent $800 on it because I bought the half king. About a year later, the tube connecting the system to the pad broke. It wasn't user error, it was just a malfunction in the tube. I emailed about it in 2022 and they sent a replacement pretty quickly.In August, the tube broke again. Same thing as last time. Since it was out of warranty, I offered to pay for the tube itself and the shipping but I never received a response. I've been emailing, calling, and even trying to contact them on instagram for almost a month and a half with no response. Without this tube, I can't use the product. It's not sold anywhere else. I see a LOT of complaints about this business and I'm surprised they are still operating with this type of customer service. Many people are buying expensive machines with faulty tubes. And when the tube breaks, it basically renders the whole machine useless. The phone number is not a real number and just tells you to email them. They don't answer when emailed. Please help me get my money back for this product or get them to address my concerns. Thank you.

  Business response

  10/23/2023

  Consumer Protection Division
  
  
  
  Dear Madam:
  
              In response to complaint File ID ********, please see attached documentation.  Customer was shipped complimentary part.
  
              Due to our recent acquisition, there was a significant lag in response time therefore delaying her request. Customer is satisfied with resolution and all customer service request for her are resolved with our company.
  
  
  
  
  Sincerely,
  ***********************
  Customer Service Manager

  Customer response

  10/25/2023

   
  I am rejecting this response because: I still have not received the product.  
  
  

  Business response

  10/26/2023

  Customer was shipped new item as it was under warranty.  Attachment has shipping information.

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  09/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  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.

*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. ↩