Sleepme review: Without a working ooler for 38% since purchase.

Company name when I made the purchase was ChiliSleep but they have since changed their name to Sleep.me. There has never been an Australian phone number that I have used to contact the company as I just used their online live chat support. The mobile number listed under the business number is in fact my own number as it would not let me enter an overseas phone number.

Original order date : 22nd November 2021

Order 198816

Product : OOLER Sleep System with Chilipad Cool Mesh x 1, ME / Single / me / Au

Cost and Payment method : $839.30 paid on my credit card via PayPal.

Ooler unit replacement 1 lodged on :23rd December 2021 -internal resetting of unit twice, warned not to reset a third time as it damages the system.

- RMA CP211263687 - Shipped 31st December 2021 via FedEx [protected] - Delivered from USA 10th January 2022 even though they had a warehouse in Australia.

Ooler replacement 2 lodged 15th Febuary 2022 because of resetting device as unit not cooling only heating.

-Tried to follow up via email on 21st March 2022 -Request 350528

-Still not sent by 29th March - RMA I32237

Replacement Mesh Topper 1 replacement 1st April 2022

-Request 355731 -still not sent by 7th April 2022

Replacement Mesh Topper 2 - Ooler leaking on sheets, left water marks that cannot be removed. - 3rd October 2022

RMA [protected] - Sent out a Cube unit instead of mesh topper 6th Oct 2022 - New pad not sent until 24th October 2022 (Tracking AXL2320132 sent from USA again).

Ooler replacement 3 lodged 25th March 2023

- Ooler unit arrived from USA, with a US power cord and the unit was cracked, & not in new condition

- Found out ChiliSleep AU which was the company I purchased from is no longer operating in Australia and their American company, ChiliSleep, name

has been changed to Sleep.me has been sending out my replacements.

- Since notifying Sleep.me about the arrival of the damaged unit and incorrect plug on 14th May 2023 a replacement still hasnt been sent as of September 4th 2023.

I’ve calculated that I have been without a working unit for 38.22% of the time since the purchase date.

They keep sending out new replacement items however they take a lot of time from me first lodging the issue before it is shipped. Especially this current replacement issue it has been over 150 days and a replacement unit hasnt even been sent yet and not to mention the fact that it is being sent from the USA.

The last email I had from Sleep.me was on 1st July 2023 and since then Ive sent five additional emails, two were replies to the current email thread I was having with Sleep.Me and three were individual enquirers lodged via the Sleep.Me website. All five emails have gone unanswered. During this last email thread with Sleep.me someone by the name of Karen Sol I had expressed my disappointment and mentioned how many units I had been sent and on 29th May 2023 they replied that “We are not able to process refunds hence the replacement would be the best option”. I even asked because the Ooler system was no long for sale on their website if i could just pay the difference between the Ooler system and their newest product the Dock Pro as they would have to send an Ooler to me anyway and cover the cost of shipping from the USA so if I paid extra why couldnt I upgrade to the newer device but my offer was very quickly declined. A few days ago I sent through yet another email to Sleep.me and was surprised when I actually received an automated response saying that “Furthermore, we’re thrilled to share the exciting news that Sleepme has been acquired. This marks the start of a new chapter at Sleepme, and we are excited for a journey that will bring fresh perspectives, innovative concepts, and a renewed commitment to excellence in quality and service standards. We look forward to the privilege of gaining your trust on this journey of new beginnings.” I hope this means I will get my replacement unit.

I have contacted the Australian Competiotion & Consumer Commission (ACCC), Consumer Affairs Victoria, neither could help me as Sleep.me no longer had offices in Australia even though their ABN number is still active. I also contacted econsumer.gov and The Better Business Bureau without any luck.

Im at the point now where I really dont want to continue business with Sleep.me anymore. I would like a full refund, not the product value after 1.5 years. This is to help cover the cost of the damaged sheets and water damage to my wooden bed frame when the mesh topper leaked multiple times.