Reviews 3.1
139 total
Tim
1 reviews US
So far have enjoyed the pro pod cover
So far have enjoyed the pro pod cover! Only been sleeping on it for a few weeks will update soon! The app is a little buggy.
Date of experience: July 06, 2021
Kumar
1 reviews US
Leaky Pod and terrible engineering, though customer support is responsive
I've had an eight sleep sleep pod for nearly 2 years now and it has never worked properly. Sleep tracking does not track sleep cycles properly and will count any time you spend on the bed. I've had my pod replaced many times and the pod cover is not built well. I've had two occurrences of leaks on replacement pod covers. I would advise anyone seeking better sleep tech to look elsewhere.
Date of experience: September 28, 2021
Michael McGraw
1 reviews GB
Cannot trust the shipping time nor the customer support
Ordered my Pod Pro Cover w/ Perfect fit on 4th October 2021 with an estimated shipping date of 6-10th October 2021. It is now the 12th of October, and I've had 3 touch points with customer service, each one of them telling me that my order was being shipped that same week... each one of them a lie. I was very excited about this, but am now running out of options and getting close to canceling my order.
Date of experience: November 12, 2021
Hi Michael, I'm really sorry to hear about the inaccurate shipping times and this difficult experience. I'm doubly sorry it took us this long to respond here on Trust Pilot. We have worked very hard in recent moths to improve our support experience and ability to accurately represent shipping times. If you are ever willing to give us another chance to help you I'm sure you will have a much improved experience. If you ever need our help please reach out to [email protected]
Jonny Bowden
1 reviews US
Not even close to being ready for prime time. Worst app EVER
I bought this with the highest expectations-- after all, advertised on Tim Ferris and Ryan Holiday-- how could it be bad, I thought? So first the good news: It's a great concept. And the people at customer support-- which you should get familiar with, since you'll be using it almost DAILY-- are very nice, and most are very knowledgeable. That said.. This app is SOOOOO not ready for prime time, and the company doesn't seem to care. I have a Masters and a doctorate and i couldn't figure it out. It's completely counter-intuitive. There's no instruction manual. It shows you the temperatures of the bed, but no clue as to what is optimal for you at different stages-- you have to guess. Set up is anything but easy-- but doable with two people providing one is extremely handy and technically inclined. I am so deeply disappointed in this product. It COULD be great. If the company cared, it would make HOME TECHNICIANS available for home visits to troubleshoot. If you try to do this on your own, good luck. PS i noticed on TrustPilot that the company hasn't responded to bad reviews in over a year. I'm not surprised. PPS the company claims to have thousands of 5 star reviews. Where are they? I couldn't find a one, other than what's on the company's website. The ONLY place i could find where people could write objective reviews was this site, and, as you can see, the experience of customers is anything but unanimously good. A bunch of "greats, the overwhelming majority one-star reviews, and not an "excellent" among them. Just sayin. There's no way for me to get my 1700 bucks back-- by the time i figured out no mere mortal could work this thing, the "guarantee" had expired. The best i can do is try to prevent YOU from losing 1700 bucks!
Date of experience: November 18, 2021
Tom
1 reviews HK
Has helped me tremendously
Has helped me tremendously
Date of experience: December 15, 2021
Ryan
1 reviews US
Love the cooling aspect
Love the cooling aspect. I just had a leak but they sent me a new pod immediately.
Date of experience: March 17, 2022
Christine
1 reviews US
This is by far the best company I have…
This is by far the best company I have ever dealt with and their product is amazing! Excellent customer service!
Date of experience: April 03, 2022
Jens Full
1 reviews GB
Wrong info on web site, very poor customer service
Eightsleep sounds like a great product. So ordering away on their brand new UK website they have all kinds of different sizes including common UK, American and European sizes. Great. Finally a company with a global outlook. I live in the UK but have a European size bed but they have my size, 160cm by 200cm, and I order their large European double pod cover. First delivery delay was over two weeks and not 7 days as per website. Second the order was changed to a large UK double which normally is 150cm to 200cm but on the website this is still given as 160 by 200cm so should be ok. On arrival trying to fit it to my bed turns out I was sent a American Queen (which is close to a standard UK double) complete with American plug. Now mistakes happen and when you shop for what costs almost £1700 you would hope you have a responsive customer service. What could have been a 5 minute phone call, turns into 2 hours with chats and email trying to blame the customer (you ordered a large UK double ... No I didn't and even if I had it should be the right size according to your incorrect website). At the end of this they say that the size I need, is not available on the UK site even though it is still advertised there. Mind blown.They say you can judge a company by how they handle issues when things go wrong. Alright then. Also fun fact, 4 weeks later they still have the wrong size info on their website.
Date of experience: April 11, 2022
Hi Jens, I'm so sorry about your experience with us, and also that it has taken us this long to respond here. We really appreciate your feedback about incorrect sizing on the website. I assure you we have worked to ensure all of our products are accurately represented on the site. I know it's probably too late, but we have worked very hard to improve our service in recent months. So, please reach out if we can help you try our product again in the future. You can always reach us at [email protected].
Nayeem
1 reviews GB
Absolutely Disgusted. Sent me DIRTY, USED cover. With previous return letter included.
Honestly. Ignored all the reviews here and decided to order one anyway as I wanted the vibrating alarm and additional analytics features. Mistake. DO NOT make the same mistake as me, this has to be the WORST company ever. First off, the package arrived in majorly damaged boxing most of which was made of tape, items inside would definitely have been damaged. It was clear from the way the packing was done that this was not a courier issue but how eightsleep had sent it out in the first place. I decide hey let me try it out anyway. Spent nearly £2000 on it has to be good right. Open one of the three boxes and inside it is a DIRTY STAINED Mattress cover. Honestly absolutely disgusting that you could send customers a used product. No doubt a return from one of the below reviews. The Cherry on top; upon opening another of the three boxes I find a letter. An invoice perhaps? No. It was a letter to the previous customer who must have returned this item from support stating the following; “From: Eight Sleep supportateighsleep.com Subject: Re: Your order is confirmed - #89408 Date: 30 Jun 2022 at 17:12:20 To XXXXXX@hotmail Hi XXX, Thank you for your feedback. I do apologize that this did not work out. The shipping labels are to be placed outside of the box whenever they are dropped off with DHL. Also attached are the packing slips to send back with the hems as well. Please make sure these are placed in the box. Once the removal and drop-off have been completed, a refund will be submitted, which takes 5-12 business days. to process. If you have any questions in the meantime, feel free to reach out to us. Best, Alex” Lovely company guys. Really lovely. Sent me a DIRTY, UNWASHED, Cover. I’m lucky the previous customer messed this item up so badly or I wouldn’t have noticed at all.
Date of experience: July 09, 2022
Nayeem, I'm terribly sorry to hear about this experience, and the fact that we have not responded here until now. This sounds like a serious mistake we made, and one that we have worked hard to ensure could not happen again with our operations team. If you are ever willing to give us another chance I would love to help you in any way I can. I'm going to send a request for your contact information here on Trust Pilot and will reach out with my contact information. Thank you for your feedback.
Gordon Walters
1 reviews GB
Worth the wait
Yes, they overpromised on delivery times to make the sale. Annoying to wait a month in these days of near instant fulfilment. That aside,the product was beautifully packed with simple instructions. It has transformed my life. I don't need the app to tell me how well I've slept because I don't wake up so frequently and feel more refreshed in the morning. Living with floor to ceiling windows in a modern high level without aircon made spring to autumn an endurance. Eight sleep has solved the problem. One fewer flight, many better sleeps.
Date of experience: August 25, 2022
Darren Atkinson
1 reviews GB
Not As Advertised
I've just returned my Pod 3 system and have finally managed to get it all refunded, that's the good news. Basically the system feels like a Beta, i.e. many of the claims made of how it will transform your sleep were not true, at least for us. The main issue with the product was the noise of the cooling unit, some nights it was like trying to sleep next to noisy fan that is constantly changing in volume. Any time you set the mattress to cool the fans kicked in and droned on for literally hours, a few nights I swear I was still awake at 3, 4, 5 o'clock in the morning due to the noise coming out of the unit. Obviously that is a problem for s product that is meant to increase your sleep time and quality... The app is also pretty useless. Kept logging my wife out and resetting every time she opened it. For me it worked but the stats were completely false. One night when I was still looking at my clock at 2:30am due to the noise the app told me the next morning I'd had 8 hours of perfect sleep and rated me 100%! The bed has no idea if you are asleep or awake in the night. If you read in bed then it thinks you are asleep, and then when you edit the sleep hours in the app (something I don't think I should be having to do for a £2,000 product) it updates your 'sleep score', but the next time you open the app your edits have disappeared and it is back to claiming you had 100% sleep last night. I should also add it made our comfortable mattress feel a lot firmer, and even with the newest Pod 3 you could definitely feel the water coils when laid on the bed. The system does cool or warm the bed, I'll give it that, but the drawbacks simply don't make it worth it. During the week we had it on the bed at no point did my wife or I feel like we had experienced a good nights sleep, most nights were noticeably worse. The next problem is the customer service, it's shockingly bad for a premium product. Every single email to them once you have placed an order took 2 - 3 days to get a response. Responses that did come back were boiler plate single sentences that offered no help at all. After patiently waiting for a month for my delivery I chased up email support for an ETA, 3 days later the response was along the lines of 'it should hopefully be with you soon'. Very useful... Randomly, with no advanced warning, 1 box arrived, I'd read that you needed multiple boxes and sometimes they were delivered separately, so I waited for the rest of the delivery, after 4 days with nothing I emailed support, and got no answer at all. I then figured out how to get responses from them, it's simple really, just put something on twitter, you then get an instant response and some actual support, funny how that works isn't it... By the time everything arrived it was around 2 weeks late from what I was advised before placing the order. When we then realised the product was not doing the job as advertised we asked to return it. They then claimed they couldn't get DHL to collect from our address and made me take a 16 mile round trip to a drop off location where I had to leave £2,000 worth of kit in a local newsagents, probably not the best idea really... I was advised refunds can take 3 - 10 days to be made, after 2 weeks of nothing, no confirmation to say that they had received it back, I emailed support, which then took another 3 days to helpfully tell me that refunds can take 3 - 10 days! Luckily, I got an email 2 days after that to say that a refund was going to be processed, and then 3 days after that the money cleared back on to my card. Overall the product is not great, if you value a quiet sleeping environment then you should avoid it, if you want accurate sleep stats, look elsewhere. On top of that the customer service is really bad, especially for a premium product. They are just one of those companies that once they have your order they don't care about you, until you put something on social media, then they suddenly become very responsive. I think that tells you all you need to know about their priorities.
Date of experience: October 11, 2022
Conor
1 reviews GB
Awwwwwwwwwfullllll
Awwwwwwwwwfullllll. I just asked if I could buy a new mattress cover for another bed we own without the hub! They asked 4,000 questions and refused to answer the question. Good luck with your Kings Road shop, it will be closed within weeks with this level of customer service.
Date of experience: October 11, 2022
Hi Conor, I'm disheartened to hear about your service experience with us, and just as sorry that it took us this long to respond to you here. I know it may be too late, but if you would still like to explore Eight Sleep please respond to the request for your information I'm about to send. I will ensure we are here to answer your questions and give you the best support we can. Thank you for your feedback and patience.
Martin
1 reviews US
Eightsleep is a game changer
Eightsleep is a 5 star product. I was a bit reluctant to buy since it is not an established product. Did it work? Is it reliable? Does temperature control really help improve sleep. Unfortunately, it is not on amazon, so it's hard to get reliable reviews. I've had it for over a year, and I have to say it is exactly what I hoped it would be. I'm reviewing this now in case it helps even one person balance the negative reviews on trust pilot. It seems that people only come to trust pilot when they have a complaint, so you only see the negative. This week I was planning to buy an ebike. I checked out the ebike reviews on trust pilot, and it almost made me give up. Then to calibrate, I checked out the reviews for eight sleep, A product I really love. Two star? Come on! Since I bought my eight sleep two more friends have purchased the mattress and one the toppper. All of us are very happy with the product. One friend who just set his up, texted me this morning. This is the exact text "Great! First night I didn't get up to pee around 3am!" LoL! It does really have that effect. Here are a few tips... 1. the topper is the same whether you buy the mattress or not, so maybe don't replace your mattress unless you really need to. 2. I had a small issue last year where the mattress cooling was uneven. It took a while for me to figure out that I needed to drain the mattress and refill occasionally (don't lose the drain tool!). 3. I've never really liked the automatic thermostat. I set it manually, you should try both. Best of luck with the product. Happy Holidays!
Date of experience: December 29, 2022
Leah Christiansen
1 reviews US
The Ultimate Breakup Mattress!!!!
The Ultimate Breakup Mattress!!!! My boyfriend likes his side cool. I like my side warm. I can’t even cuddle next to him because his side of the bed is too cool. This bed is controlling. I’m up in the middle of the night when I should be in deep sleep but my (warm) side got too cool and it woke me up. The mattress itself is too firm with no option to put your own topper on underneath for comfort I’m so pissed off about this mattress Peter Attia this fancy doctor is promoting this bed. I’m curious if he was paid to promote it. I’m curious how his wife likes the mattress. This bed is a joke. Don’t waste your sleep or your money on this bed
Date of experience: February 04, 2023
Hi Leah - Thank you for the feedback. I'm sorry your experience with the Pod wasn't ideal. We're happy to answer any questions you have on temperature and can help you set your settings up for better sleep, email us at [email protected]. If you prefer the firmness of your previous mattress, we do offer a Cover-only option - this would allow you to add temperature control to your existing set up.
Cindy S
1 reviews US
Revised rating WORST RUN-AROUND IN SERVICE I HAVE EVER SEEN
Update: after several months of originally owning my sleep eight system I gave them the pretty brutal review below. At the time it was one of the more frustrating customer service experiences I have ever had. But I want to update - after months of a customer service fiasco I was finally connected to someone who was able to have a zoom meeting with me, troubleshoot, explain, etc. our system is working much more consistently, our app seems to work well, and I am quite pleased with being able to sleep each evening with the cooking feature. So if the product remains consistent and the company can sort out their customer service protocols - well then it would completely change my opinion on the system. So I am going to give the system 5 stars. I am going to still give customer service a 3. This product was far too expensive to have to spend hours and hours and months trying to get answers. So while I appreciate the eventual help…it only happened because I spent so much time chasing it. The average of the two ratings out it at 4 stars. So I amending my review from 1 star to 4. Thanks. I have never ever experienced this horrible a customer service experience. This company reminds me of the movie Rainmaker where the insurance company has a policy to just deny and deny claims hoping they can wear people down and they will go away. I spent a lot on this product. Really excited to have temp controlled sleep. It worked tor a week and then there were areas that were not heating. It’s not fun to try to avoid water filled cold areas when the whole point of your purchase was warmth. Reached out, there is a one year warranty, so thought no big deal. I have been willing to do the 50’things they have asked me to do. After that you get all these ridiculous messages about how they are advancing things to “tier1 engineers or tier 3 engineers”. I am pretty certain tier one engineering has to be one person at a computer who is not an engineer. Oh and all of their assessments of course are done remotely. Then you get messages that everything is now working fine according to them so good luck and see you later. I have over 24 communication emails now. And yes, most people would just give up. They want the bed stripped and all parts photographed. Check. They want to you to prime your equipment. Check. They have now run at least 5 remote tests which require you to schedule at least 4 hours at each time off your bed. Check. They asked for photos again. Sorry I’m over it. Honest to goodness - I say to the general public - save yourself from this ridiculous run around. If you have a few thousand to just throw away of your system has a problem - then go ahead and give it a try. If you place any value on your time, money, or sanity - BUY A COMPETITORS PRODUCT AND STAY FAR AWAY FROM THIS EXPERIENCE. I don’t give bad reviews lightly. It has to be really bad for me to take the time to write negatively. This company has absolutely eared every character count of this review.
Date of experience: February 12, 2023
Hi Cindy, I'm really sorry to hear about your experience with us, and just as sorry that it took this long for us to respond here. I would love to take a closer look at this case and see if there is anything we can do to help you out. It sounds like the troubleshooting was way to long and repetitive, so I'm hoping I can cut to the chase a bit for you. I will be sending you a request for your information so I can look your case up and get it figured out for you. Thank you for your feedback and patience!
Flora Fiorillo
1 reviews US
Terrible customer experience
A friend gifted me the EightSleep pod mattress. I reached out to customer service to see if I could sub or fix a few things that were not working with my pod. The customer service reps said two different things and contradicted themselves a few times. Additionally, they were not helpful at all. Had they just given me advice on how to fix the mattress or how to replace a part, I would have been a happy camper.
Date of experience: February 20, 2023
Hi Flora, I'm sorry to hear about your service experience with us, and I'm very sorry it took us so long to reach out here. It is really important to us that we are delivering the highest quality product to our community, which means we do not sell individual pieces for our Pods when the product has changed hands. We would like to help you become an Eight Sleep community member, so if you ever want to try our product out with our 30 day trial period we would love to help you. Reach out to [email protected]. Thank you.
Kevin Thompson
1 reviews GB
Shocking attitude
Shocking attitude! I purchased a mattress cover which was always a bit of a pain to connect to wi-fi. I took it off & disconnected it for the summer, put it but on & reconnected but could not reconnect to wi-fi (vital to operate). I reached out to them & was told it must be an earlier version so they couldn’t fix it. I was offered a voucher to buy a new one…… REALLY!!!! Had to throw it away & I’m never going near this company ever again!! Disgusted, what a waste
Date of experience: November 10, 2022
Hi Kevin, I'm so sorry about your experience with us here at Eight Sleep, and for the face that we didn't reach out here sooner. We strive to give you the best service we can and stand behind our product. I'm going to send you a request for more information here as I would like to take a closer look at your case and see if we can help.
Greg Rips
1 reviews AU
Purchased the pod 5 months ago and it never worked
Purchased the pod 5 months ago. Never worked from the beginning. Took a million tries to connect to internet. Then the thing never changed the temperature of the bed. After numerous emails, they agreed to send a replacement. Received the replacement, does not connect to internet at all. No help from them as they keep telling me to do the same things that do not work. Spend hours and hours following their instructions and still nothing. They will not take the unit back. Basically a very expensive piece of crap. DO YOURSELF A FAVOUR, DO NOT BUY THIS CRAP> IT DOES NOT WORK. ALL THE POSITIVE REVIEWS ARE NOT REAL.
Date of experience: March 23, 2023
Hi Greg, we are sorry to hear of your negative experience with Eight Sleep, but thank you for your feedback. We believe in and always stand behind our products and prefer to move forward with troubleshooting and/or replacements, since we have a large community of members with working Pods that help improve their sleep. However, we understand it was not working for you and did provide an out of trial return exception in your unique situation. If you need any further assistance, please let us know.
Dave Brown
1 reviews CA
I purchased the Eight Sleep Pod 3 and…
I purchased the Eight Sleep Pod 3 and cover. It's a very good product from a quality perspective. The set up is very easy with good instructions, and it works predictably and well. The app is a 4/5, but the rest is 5/5. However, I ended up returning it only because I purchased to try to improve my sleep. I've tracked my metrics carefully before and after and it didn't turn out to improve what I was after. But that's just me. I'm giving eight sleep full marks however because, in addition to being a good product that just wasn't for me, they made the return incredibly simple and I obtained a full credit with no hassle. They were gracious and very responsive during the whole time, even though they lost money. That's the mark of a trustworthy company in my opinion!
Date of experience: March 22, 2023
Thank you for the love! We are sorry to hear our product did not improve your sleep, but glad to hear you had a positive experience with the support team and return process. If you decide to come back in the future, we'd like to set up a session with one of our product managers to ensure your environment and temperature settings are personalized to achieve the optimal sleep experience.
J S
1 reviews US
We’ll see…
I’m going to keep my review open while my issue is being resolved.
Date of experience: April 10, 2023
Hi Justin, we are sorry to hear of your negative experience, but thank you for your feedback. We always stand behind our products and prefer to move forward with the replacement option, since the software and hardware is constantly improving every day. However, we did provide an out of trial return exception for you and we hope that helps. If you need any further assistance, please let us know.
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Eight is manufacturing high quality mattresses and sleep products for a perfect night's sleep.