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Sleep Connection Store

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 20 total complaints in the last 3 years.
  • 11 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:11/21/2022

    Type:Product 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.
    While attempting to purchase the sleep bands online on November 7, 2022, we received errors during checkout. We attempted two times with two cards, and both times received an error. Surprisingly, we were charged for both orders. We opened tickets on November 12th in the online portal to receive refunds, but have not received a response. In addition, we emailed support with the same request and the email bounced back as non-deliverable. We are requesting a refund in full for the two sleep bands and the two warranties which we were charged for despite receiving error messages. The order ID's are ******** (+ warranty ********) and ******** (+warranty ********) for a total refund to two credit cards of *******. Thank you.

    Business Response

    Date: 12/01/2022

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

    December 1, 2022




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

    To whom it may concern,

    We regret that *** ******* was unable to reach us. We have not received an email or phone call regarding his concerns, but we are happy to resolve the concerns immediately. We have tested our email and our phone number finding both are working correctly. The correct email to reach us would have been ********************************** or our toll-free phone number *************'. We apologize for any inconvenience this may have caused.

    The charges totalling *******, which represents all payments made by *** *******, have been refunded to the credit card used when the order was placed. The account is closed, no additional activity will take place, and *** ******* may keep any product he has received.

    Sincerely,

    ***** *****
    V.P. Consumer Relations

    Customer Answer

    Date: 12/06/2022

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

    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:11/02/2022

    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 the device based on the information online. The device does not work as advertised it did not operate/wake me when snoring during the night and in fact when in test mode it was really hurting my wrist. I have tried to contact the company via email and via the login feature they advertise without any response. The product is within the 30 day 100% money back guarantee. I would like to send the device back and get my money refunded.

    Business Response

    Date: 11/22/2022

    Business Response /* (1000, 5, 2022/11/10) */ Sleep Connection **** ********* Drive Suite E *********** VA XXXXX Tel. (XXX) XXX-XXXX November 9, 2022 *** of ******* ******* ****** **** Serving ************ ** and ************ ** *** ********* Drive ******** ** XXXXX Phone (XXX) XXX-XXXX Fax (XXX) XXX-XXXX To whom it may concern, We regret that Mr. ******* was unable to reach us. We have not received an email or phone call regarding his concerns, but we are happy to resolve the concerns immediately. We have tested our email and our phone number finding both are working correctly. The correct email to reach us would have been '*******@*************' or our toll-free phone number ***************** We apologize for any inconvenience this may have caused. The charge of ******* which represents all payments made by Mr. *******, has been refunded to the credit card used when the order was placed. The account is closed, no additional activity will take place, and Mr. ******* may keep any product he has received. Sincerely, ***** ***** V.P. Consumer Relations

  • Initial Complaint

    Date:10/17/2022

    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.
    I ordered the product from Sleep Connection and it does not work. As I called many times and left numerous messages with NO return call. Then I emailed twice to their advised email address and NO RESPONSE to my refund request. This is a terrible way to do business and unacceptable to not respond to customers. For the 3rd time I am requesting a refund so I can ship back the product that does not work and very unhappy the way I have been ignored.

    Business Response

    Date: 11/22/2022

    Business Response /* (1000, 8, 2022/10/31) */ Sleep Connection **** ********* Drive Suite E *********** VA XXXXX Tel. (XXX) XXX-XXXX October 31, 2022 *** of ******* ******* ****** Inc. Serving ************ ** and ************ ** *** ********* Drive ******** ** XXXXX Phone (XXX) XXX-XXXX Fax (XXX) XXX-XXXX To whom it may concern, In researching our records, it appears Ms. ***** spoke to an agent and agreed to a partial refund of ****** on June 21, 2022, we thought Ms. ***** was satisfied at that point. We regret that Ms. ***** was unable to reach us after her contact with us in June. We have not received an email or phone call regarding her concerns, but we are happy to resolve the concerns immediately. We have tested our email and our phone number finding both are working correctly. The correct email to reach us would have been '*******@****************' or our toll-free phone number ***************** We apologize for any inconvenience this may have caused. The charge of ******* which combined with the original refund of ******* represents all payments made by Ms. *****. Both charges have been refunded to the ******** ***** card ending in **** which was used when the order was placed. The account is closed, no additional activity will take place, and Ms. ***** may keep any product she has received. Sincerely, ***** ***** V.P. Consumer Relations

  • Initial Complaint

    Date:10/06/2022

    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.
    I purchased an Anti-Snore Wristband from Sleep Connections. It does not work. It has a 30-day guarantee, but I have emailed the company twice asking how to return the item, with no response.

    Business Response

    Date: 10/26/2022

    Business Response /* (1000, 5, 2022/10/17) */ Sleep Connection **** ********* Drive ****** *********** ** XXXXX Tel. (XXX) XXX-XXXX October 17, 2022 *** of ******* ******* ****** **** ****** ************ ** and ************ ** *** ********* Drive ******** ** XXXXX Phone (XXX) XXX-XXXX Fax (XXX) XXX-XXXX To whom it may concern, We regret that Ms. ******* was unable to reach us. We have not received an email or phone call regarding her concerns, but we are happy to resolve the concerns immediately. We have tested our email and our phone number finding both are working correctly. The correct email to reach us would have been '*******@*******.****' or our toll-free phone number ***************** We apologize for any inconvenience this may have caused. The charge of ******* which represents all payments made by Ms. *******, has been refunded to the credit card used when the order was placed. The account is closed, no additional activity will take place, and Ms. ******* may keep any product she has received. Sincerely, ****** ***** V.P. Consumer Relations

  • Initial Complaint

    Date:10/02/2022

    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.
    I bought 2 of these devices and need to return them. Their contact email isn't valid and will not work. The phone number goes to voicemail and they don't return calls.

    Business Response

    Date: 10/26/2022

    Business Response /* (1000, 5, 2022/10/12) */ Sleep Connection **** ********* Drive Suite E *********** ** XXXXX Tel. (XXX) XXX-XXXX October 12, 2022 *** of ******* ******* ****** **** Serving ************ ** and ************ ** *** ********* Drive ******** ** XXXXX Phone (XXX) XXX-XXXX Fax (XXX) XXX-XXXX To whom it may concern, We regret that Ms. ******* was unable to reach us. We have not received an email or phone call regarding her concerns, but we are happy to resolve the concerns immediately. We have tested our email and our phone number finding both are working correctly. The correct email to reach us would have been '*******@sleepconnectionstore.com' or our toll-free phone number ***************** We apologize for any inconvenience this may have caused. The charge of ******** which represents all payments made by Ms. *******, has been refunded to the credit card used when the order was placed. The account is closed, no additional activity will take place, and Ms. ******* may keep any product she has received. Sincerely, ***** ***** V.P. Consumer Relations

  • Initial Complaint

    Date:08/26/2022

    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.
    I bought a sleep connection anti snoring device and am having trouble returning it.

    Business Response

    Date: 09/19/2022

    Business Response /* (1000, 8, 2022/09/08) */ Sleep Connection **** ********* Drive Suite E Chesapeake, VA XXXXX Tel. (XXX) XXX-XXXX September 8, 2022 *** of ******* ******* ****** **** Serving Southeastern VA and Northeastern NC *** ********* Drive ******** VA XXXXX Phone (XXX) XXX-XXXX Fax (XXX) XXX-XXXX To whom it may concern; In researching the account, we found that Ms. ****** was refunded ****** and ****** on 08/27/2022. This represents all payments made by the customer. We are unsure why the customer has contacted your office as it appears the complaint has been resolved. If the customer has remaining questions, we encourage Ms. ****** to contact our customer service department @ (XXX) XXX-XXXX. Sincerely, ***** ***** V.P. Consumer Relations

  • Initial Complaint

    Date:07/07/2022

    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.
    This product does not work! Oh have called several times, emailed twice and have not heard anything back. I want my ****** back! Refund

    Business Response

    Date: 08/01/2022

    Business Response /* (1000, 5, 2022/07/15) */ Sleep Connection **** ********* Drive Suite E Chesapeake, VA XXXXX Tel. (XXX) XXX-XXXX July 15, 2022 *** of ******* ******* ****** **** Serving ************ ** and ************ ** *** ********* Drive ******** ** XXXXX Phone (XXX) XXX-XXXX Fax (XXX) XXX-XXXX To whom it may concern, We regret that Ms. ******** was unable to reach us. We don't see that we have received an email or phone call regarding her concerns, but we are happy to resolve the concerns immediately. We have tested our email and our phone number finding both are working correctly. The correct email to reach us would have been '*******@sleepconnectionstore.com' or our toll-free phone number ***************** We apologize for any inconvenience this may have caused. The charge of ******* which represents all payments made by Ms. ***** has been refunded to the credit card used when the order was placed. The account is closed, no additional activity will take place, and Ms. ******** may keep any product she has received. Sincerely, ***** ***** V.P. Consumer Relations

  • Initial Complaint

    Date:07/05/2022

    Type:Product 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.
    On June 16, 2022 I ordered an Anti-snore Sleep Connection Wristband for a total of ******* For more than a week I have been trying to make contact with the company but have not gotten any reply. The site states there is a return guarantee but there is no return address or instructions on the lable. . I want a full refund because I have not opened the products, nor have they been used. The product looks cheap and plastic and not worth my money.

    Business Response

    Date: 07/14/2022

    Business Response /* (1000, 5, 2022/07/12) */ Sleep Connection **** ********* Drive Suite E Chesapeake, VA XXXXX Tel. (XXX) XXX-XXXX July 12, 2022 *** of ******* ******* ****** **** Serving ************ ** and ************ ** *** ********* Drive Norfolk. VA XXXXX Phone (XXX) XXX-XXXX Fax (XXX) XXX-XXXX To whom it may concern, We regret that Ms. **** was unable to reach us. We don't see that we have received an email or phone call regarding her concerns, but we are happy to resolve the concerns immediately. We have tested our email and our phone number finding both are working correctly. The correct email to reach us would have been '*******@sleepconnectionstore.com' or our toll-free phone number ***************** We apologize for any inconvenience this may have caused. The charge of ******* which represents all payments made by Ms. ****, has been refunded to the credit card used when the order was placed. The account is closed, no additional activity will take place, and Ms. **** may keep any product she has received. Sincerely, ***** ***** V.P. Consumer Relations Consumer Response /* (2000, 7, 2022/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) The money was put back into my account today. No other correspondence from them. I'm glad it's over.

  • Initial Complaint

    Date:06/19/2022

    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 was charged for two devices, although I only ordered one. I received two devices in the mail, tried them out and they didn't work at all. I want to get a refund. I think this was just a scam

    Business Response

    Date: 07/11/2022

    Business Response /* (1000, 8, 2022/06/30) */ Sleep Connection **** ********* Drive Suite* Chesapeake, VA XXXXX Tel. (XXX) XXX-XXXX June 29, 2022 *** of ******* ******* ****** **** Serving ************ ** and ************ ** ***** *** XXXXX Phone (XXX) XXX-XXXX Fax (XXX) XXX-XXXX To whom it may concern, We regret that Mr. ********* was not pleased with the product that he ordered. The charges of ******* for the two wristbands, representing all payments made by Mr. *********, have been refunded to the Mastercard ending in ***** The account is closed, no additional activity will take place, and Mr. ********* may keep any product that he received. Sincerely, ***** Miles V.P. Consumer Relations

Sleep Connection Store is NOT a BBB Accredited Business.

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