Sleepme
Reviews and Complaints

2 stars only because the product works as promised. However, a technical issue 3 weeks in and it takes more than 3 weeks to get a response. Customer support is non-existent. Given no ability to reach a human, returns aren't possible within the allotted time frame.

Ordered product - 540.00. After two weeks - FINALLY got here today - control pad panel does not work. No lights. Buttons do not work. Hose piece unattached. Sent several emails. No answer. 5 phone calls - no answer - left messages. Just want to return your product because it is obvious a 2 year warranty is not worth a thing if you do not care about your customers to begin with. Shame on you during these times.

Extremely poor customer service. The representative that stated her name was Emily and she was very rude and combative. When I asked to speak with a higher up she gave me a hard time. Then stated that the owner Todd will get in contact with me. I was calling in regards to an order placed. The website said it would ship at the end of August when I ordered, so I was calling to check the status of that. She stated that it would be shipped in the middle of September and essentially told me I was wrong. Rather be honest and say the date was changed, she insinuated I didn't know what I was talking about. I would advise anyone to skip this company and order an 8 pod.

I have the WE Ooler for a king bed and both units are heating instead of cooling, I have called and left a message and I have reached out to customer support 3 times with noting but an automated response.

The service has been horrible at the point, it has been over 3 weeks since I have been able to use the system.

Is anyone else experiencing the same issue with their system? I set the temp to 65 degrees and when it is time to go to bed, the display shows 90 degrees even thought the setting is for 65 degrees.

I purchased a new chili sleep cube system on 8/04/2022 along with an extended warranty. The unit is no longer functional. I have reached out to the company for support by phone and email. There has been no response to my requests for customer service.I have been unable to reach a live person.I received the unit on 9/11/2022. It only functioned for eleven months.

I have a Cali King Chili Pad for two and two Ooler's. The chill pad sprung a huge leak. It's no longer useable. I have contacted Sleep.me by email, and called COUNTLESS times. No one ever answers the phone. I spent well over $1,000.00 on this sleep system that is now a hunk of junk. What a waste of money. Customer service is non-existent. The say there is a chat feature on the website when you call and get their voicemail. There is NO online chat. No response what so ever from their online form submittal. I regret buying this.

I was very happy with our 2 oooler units until both of them had the same issue. Sleepme had me pay over $336 for service repair plus I had to pay $160 for shipping back to their headquarters in north carolina. They fixed one unit and sent it back. The other unit, they kept and I have received mixed messages. One they would give me a refund of $100. One they would give me a discount off a new unit. I want my unit shipped back to me so I can still use it. They have done nothing for months. They told me they didnt have any parts to fix it. They kept my unit to use the parts to repair other units! And I am left with nothing. I have tried and tried to contact them, but nobody calls you back, nobody answers the phone and will not report to support requests. I have filed a bbb complaint and will continue to file complaints about this company. I have never dealt with anything like this ever before. We have been ripped off and scammed. See customer service reps response but nothing has happened after I gave them my shipping address in june of 2023.

Karen sol (chilisleep)

Jun 29, 2023, 2:59 pm edt

Hi,

I cannot processed a refund but I can send you a brand new replacement. Would this be okay?

Sleep well,

Karen sol

Sleep fairy

Reach us via phone: 877.235.6271

I have sent 3 emails and left one message for someone to respond to me. I have a leak in my pad and just want to know if I can order another pad. This has to be one of the worst customer response websites I have encountered. I love the product, but, hate their service. This is the second time I have order from them, absolutely no way to speak to a real person, they don’t reply in 1-2 business days as they report on their website. I will be happy to purchase another pad if that is possible, apparently, they don’t read the emails sent to them or respond to voicemails. Not a good way to run a business.

I have filled out two requests for customer service. Each time I get an automated response they will respond within 24 hours. I’m still waiting after two weeks. I am asking to replace the hose due to my unit leaking. I have done everything listed on their website to fix the problem with no fix. I even called and left a voicemail and I am still waiting for a callback. Do not order from this coming. Their customer service sucks!

The device worked, when it was working... But customer service is NONEXISTENT and they are now committing outright fraud.

We purchased the unit 1/28/23. By March the bed pad was leaking and saturating the mattress. We were able to get hold of Cust Svc at that time and received a replacement pad. Unfortunately, the replacement leaked as well.

We have been trying since May 2023 to reach the company for warranty service. The unit has a 2 year warranty and we have had it for 5 months with 2 failures already. They do NOT answer their customer service phone number, ever. You can leave messages, they do not return the calls. The recording suggests using their website CHAT function but that is simply an automated agent which links you to FAQs. If the BOT does not answer your Qs you can then submit a complaint form, which we have done repeatedly. All that does is generate an email reply that they will contact your within 24*. None have led to them contacting us despite a ticket number and assurances they would. We have also submitted requests via their email "help" address which have received no responses SINCE MAY.

We should have looked at The Better Business Bureau prior to ordering from this company. AS you can see they have a 1/5 star rating and there are DOZENS of complaints JUST LIKE OURS, where customers are unable to get any assistance with warranty repairs, or even get refunds for returned product. Yet the site is still up and still taking orders!

Beware! This company is conducting fraudulent business selling product they will not provide service for whether under warranty or not and even stealing the money of people who returned it for refund.

Read BBB complaints; they say it all!

The product no longer cools and doesn't go below 20 degrees c. The fans make a load high pitched noise and rattle. Basically a useless product now. Have attempted to contact them multiple times. Phone number doesn't work and they do not respond to any email.

I paid 1 £1,199.00 for this product in Feb 2022 and it should still be under warrenty.

Under section 75 of the Consumer Credit Act 1974 even if the company has gone bust they will still need to pay up https://www.legislation.gov.uk/ukpga/1974/39/section/75A

The pad to my Dock Pro is leaking on one side (its a dual zone queen). I need a replacement. I have called repeatedly, e-mailed repeatedly, and have had no response other than an e-mail that says they will be in touch in one business day. I haven't heard back. My ticket number is 497335.

It's a horrible feeling to wake up in a wet bed.

This is very frustrating. I love my sleep system.

I have been trying to contact customer service for over 3 weeks. All emails sent say I will receive a response in one business day. No response at all. Tried calling, but was only able to leave a voice mail. No response. The online chat is just a bot and offers no help reaching a real person with the company. My Cube Matt is not heating or cooling . I have tried all of the trouble shooting tips provided wish no resolution of the issue. My latest ticket number is #494678.

I have had my ooler for a year and it stopped cooling this spring. . So I went ahead and bought the cube. It was having issues as soon as I received my cube.. I emailed sleep me and they said that troubleshoot this and that. Nothing worked. Within less than a month my tube started to fall apart and then was leaking. By then the piece where the tube connects to completely broke off… I just want it to work.. I love the idea. But my ooler stopped getting cold so I didn’t bother anyone .. I just tried to place another order for the cube . I tried to get a hold of someone and I get nothing. I am now trying to dispute with my credit card.. so I think customer service is definitely lacking. I would appreciate some communication. Or I just want all my money back

I purchased this unit in january and since then the unit has leaked 3 times. I've filed complaints with Sleepme but when they ask for information, I hit reply with the information and always get a "delivery incomplete" message. I've left 4 or 5 voice mail messages with no return calls. I've gone to their web site that says there is a live chat but none exists. I've filled out their on line help section, but have never heard back.

My ooler unit has stopped cooling, it can warm but no longer cool. It has been maintained and cleaned as prescribed.

I have raised 2 tickets to try and get support. None have received any reply except the automated response that i should hear back in 1 day

18th june Ticket 492786

23rd june Ticket 494302

My 2 year warranty runs out in early aug and im nervous that will expire even though i got in touch nearly 2 months before that

I just bought Dock Pro in March, but it broke down in the beginning of June, and I've been contacting the support team through Email and left messages at the office phone several times but no one has contacted me. I paid almost 1,400US Dollars for it and it broken down in 2 months. No one responded to my problems

It's a very bad product and very poor service for such a pricy machine that doesn't work.

I purchased an Chilisleep Ooler unit in 2020 and used it 6 months out of the year since in Florida. This past spring the cooling unit began making loud squealing noises and was unusable for sleeping.

I contacted Sleepme and since it was out of warranty, I agreed to pay $165 to have the unit repaired. I was given an RMA number and the unit sent to Sleepme for repair in the first week in April. It was acknowledged as received on April 6th. I followed up on April 23rd to ask for the status of repair since I had not heard anything. I was told that it could take 1 to 3 weeks for the repair process and that I would receive tracking info upon repair completion. I again contacted Sleepme on May 14th about the status having heard nothing. I was told that a new unit would be shipped. As of this date, no unit has been shipped and my latest inquiry about this matter is being ignored. I did message Sleepme on May 18th on their Facebook page and received an apology, but no action. A subsequent Facebook message to them on June 12th has been ignored.

At this point, nearly 3 months after contacting ChiliSleep, now Sleepme, I’m without a cooling unit and out $165 for a repair that was promised, but has not happened. This is worse than poor customer service. It’s outright larceny.

I ordered the Cube sleep system but the tubes were too uncomfortable, I sent my return for refund and it was delivered to them on April 21st. The serial number is: [protected]. I should be getting a refund for $648.64. I have been trying to get a hold of someone from customer service on the status of my refund for 3 weeks with no response. I’ve tried calling almost daily and sending multiple emails, basically trying everything and no response for weeks. Terrible customer service.

On 7/14 I purchased a mattress topper with two ooler sleep systems for $1,241.37. My wifes system failed in December and was replaced. My system malfunctioned which was sent back for repairs and when I got it back it was still malfunctioning so it was sent back for repairs again. About a month ago a piece broke that connects the mattress topper to my wifes ooler unit and a replacement mattress topper was ordered. After a week I inquired about the status and I was told there was an error in processing the shipment which caused us to wait for at least two weeks for the mattress topper replacement. Once we got the replacement about two weeks ago we started waking up wet and noticed the new and replaced mattress topper was leaking water through our bed sheets which are now stained from the water. I called and emailed Kryo and asked for a refund. They refused and offered another mattress topper and two pillows. I dont want anymore products from this company, I want my refund.