ComplaintsforSleepgram LLC

• Initial Complaint

  08/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  During purchase was told Id receive a Free Gift of two pillows with purchase. When I did not receive them I contacted their support team, I have evidence in my Order Summary that I should receive a Free Gift. I also continuously receive emails on how to best use my pillows that I never received. The support team denies that I should have received any pillows or any Free Gift whatsoever, despite my sending evidence of that in my Summary. I dont know what type of scam that is, but it is definitely misleading the customer and the person who I spoke to on the phone was rude and didnt seem to have any awareness around the company he worked for (****** #***), very disappointed. Overall none of their employees seem to have an awareness of promotions the company runs and they will not acknowledge my Order Summary and just repeat back to me the things I paid for, but I paid for those things with the promise of my Free Gift and they refuse to uphold that promise.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a sheet set from Sleepgram that is not deep enough to fit my mattress. The company alleges offers a refund if an item is returned within 100 days. I have called and emailed twice to have a required shipping label sent to me so that the items can be returned but I have yet to receive anything. When I emailed the company regarding the label, I was told that there can be up to a two week turn around for the label to be emailed to me, this has been since 07/08/24.

  Business response

  08/15/2024

  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 a return label was issued to ***************** 07/09/24  2:22pm. Not to worry! We have gone ahead and issued the refund for the sheets as requsted. Refunded txn: 1KL24398BR455373V for $118.15.

  Refunds can take up to 3-10 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

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After buying a few pillows I was placed on a text list. I receive multiple a day with no way to unsubscribe. I have reached out multiple times to be removed form the list to be told to go to their website. There is no place on their website to be removed from any of their spam lists.

  Business response

  07/10/2024

  To whom it *** 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 that *** have been casued. There are 3 kinds of subscriptions that *** come out, by mail, email, or text message. For emails you would need to scroll down to the bottom of the email and click unsubscribe, or text message you text back STOP, and by mail we can be contacted and pass this information along.

  We have also sent Ms. Spizer's information to ensure it is stopped. I hope this information helps! 

  Kindest Regards,
  Customer Support

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased Sleepgram pillows on May 27, 2024. The advertising led me to believe that a Queen ********* came free with the purchase. The invoice I was e-mailed even showed $-0- for the *********s line item.BUYER BEWARE. This is deceptive advertising practice because they do not highlight that the ********* is on a Trial Basis. I woke up this morning to find that today (June 25, 2024) Sleepgram charged my PayPal account $2011.09 for this everyday *********.Sleepgram states they have a 100-day refund policy. I called the help line at Sleepgram to get an RMA (return) number, and they told me that I cannot get a refund because your 23-day Trial Period has expired and, thereafter, the ********* is now unreturnable/unrefundable.I have not used this ********* at all.This company also has a Lifetime Warranty, so what about that guarantee of satisfaction?I believe this company is scammy and deliberately obfuscates their refund policies in order to scam people out of their money.Many of the other complaints on this BBB site and on other review sites have the similar message as mine.BEWARE OF BUYING FROM THIS DECEPTIVE PRACTICES COMPANY!!

  Business response

  07/10/2024

  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 show on May 27, 2024, Ms. ****** purchased the trial comforter offer, not the direct purchase. It does state on the website it is a try before you buy offer. You just pay shipping and handling to receive the comforter. If you are not happy with it we are able to provide the return address for the item to be returned prior to the trial ending. Our Sleepgram.com website does offer 100 day money back guarantee on direct purchases. This comforter was ordered off our trial site on buysleepgram.com.

  If the comforter has never been used and still in its original packaging, Ms. ****** is able to pay return postage and call us back with a tracking number showing its on the way back to us and we will process the refund for her at that time. We can only do this if the package is in fact in its original packaging and never been used as Ms. ****** stated her in complaint. As well as **************** was advised she is able to return the item or accept a 20% partial refund, she stated that she did not want to. Please see attached screenshot: ****************************************

  If **************** would like to return the item she is able to do so, she would need to reach out to customer service to get the appropriate information to return. I hope this information helps clarify any misunderstanding caused.

  Kindest Regards,
  Customer Support

  
  
  

  Customer response

  07/11/2024

   
  Complaint: 21899184
  
  I am rejecting this response because:  Well, isnt that convenient from the misrepresenting and fraudulent marketing practice of this company.  I will continue to warn people away from this fraudster company, and I will make sure I never do business with their lying ways again.
  
  Sincerely,
  
  ***********************

• 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

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To whom this may ******** On April 28th I purchased 4 pillows, 4 cases online. After the charge for my initial order the system asked if Id like to purchase a Comforter for 9.98. I thought that was a great price and gesture for customer retention so I placed the order. Yesterday May 27th I noticed a charge for ****** pending on my account. Thinking this was a mistake I called and spoke with a manager named ************** believe who told me that was for the comforter and I was under a Try before you buy purchase and a refund wouldnt be issued. I asked her where it would state I would be charged that amount during the buying process and she told me that I wouldve needed to look up the price of the comforter beforehand. I explained I wasnt looking to buy a comforter why would I look up prices for a comforter. She also informed me that the trial period isnt covered under the 100 day warranty and im basically stuck with an overpriced comforter. I asked her to walk through the online buying process together with me to resolve the confusion because the website doesnt clearly state what shes claiming. Also asked if she could resend a receipt that might have this information that I missed. She referred me to the email which says nothing. The call ended with her hanging up on me when I persisted she walk through the online buying process. This is a scam and the disclaimer before buying doesnt say anything about this beforehand. Also, why would they have a 100 day return policy if you purchase separately and not on the try before you buy trial. It doesnt state anywhere the price or the 23 day trial period before proceeding with the purchase. This is wrong and needs to be addressed. Thank you *******************

  Business response

  06/24/2024

  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 on April 28, 2024, ************** placed an order for 1 - Sleepgram Pillow (S/Q 4-Pack), 1 - *********** ********* 4 Pack), and 1 - Comforter Full/Queen  - Try before you buy. We show for the comforter ************** did order from this site: ***************************************************************? which it does state its a try before you buy for 30 days. You just pay shipping to receive it, after 30 days if there is no contact with us, the customers would be billed for the comforter.

  We do have an option we will offer for customers, if the comforter is still sealed in its original packaging, we will allow the customer to pay return postage and return the item. If this is the case, ************* can reach out to customer support, say he spoke with manager ***** and she authorized a return of the comforter. I have also noted the account. If the package has been opened and used, we can issue a refund of 20%, which would be $42.22. I show a return label has been issued for the return of the pillow cases ad pillows.

  I hope this information helps! 

  Kindest Regards,
  Customer Support

• 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

*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. ↩