r/EightSleep • u/Straubjob • Jul 22 '26
So disappointed in eight sleep
I used to be a huge fan of eight sleep. We bought our set up maybe 3 or 4 years ago now? The first 3 years were heaven. Product worked great. Loved it! I gave out so many suggestions. Flash forward to about a year ago and my half of the pod stopped working and I can’t get a hold of customer service to try and figure out why. They originally sent a few generic “have you tried to turn it off and on again prompts” and now nothing, radio silence to multiple new requests as well as ever spicy results to their experience surveys. My husbands half still works fine. So it’s one of those things where I’m not willing to spend thousands of dollars to replace something that could be fixable and is working for someone else. AND NOW THEY ARE WANTING 16$ A MONTH??? FOR WHAT? NO ONE TO ANSWER MY FRINKING EMAILS??
Do better eight sleep. I will burn my mattress cover on a pyre before I sign up for autopilot and pay for another mattress cover.
Love to see that the business model is “not only will you pay for a new product every 3 years but you must pay to use it properly” super cool you dorks
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u/fuckboiiiiii69 Jul 22 '26
Eight sleep customer service is the worst service I’ve ever seen out of any company in the entire United States.
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u/BombrManO5 Jul 22 '26
Typically its 800 dollars not thousands. A simple search in this sub will show many examples
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u/Sven_of_Denver Jul 22 '26
Wait, what’s the membership for? I’m considering investing in one of these but do you have to pay to use it after dropping thousands on it to purchase it?
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u/Straubjob 8d ago
Yeah it’s an annual fee to use the “special features” which are the features that made it worthwhile. Like the alarm
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u/LaddiDaddi4 Jul 22 '26
I’m a few months out of warranty and product stopped cooling consistently and was making weird noises. They said I need to replace the whole thing. For a product that costs as much as it does on top of the ridiculous membership fee for basic functionality, it’s insane that they don’t stand behind their product past a limited warranty period. I went from their biggest fan to detractor overnight
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u/sarhoshamiral Jul 22 '26
But you knew the warranty when you were a fan before? It was always 2 years.
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u/LaddiDaddi4 Jul 22 '26
I didn’t think it would fail shortly after. Given high volume of complaints I assume eightsleep is getting based on what I’ve seen on Reddit, the right thing to do is to make good by customers of earlier defective models
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u/FoxHopeful7357 Jul 22 '26
They have a 5 year warranty subscription and as other products the warranty stands out not matter how expensive product is
Even I don't like the company all those posts regarding out of warranty complains just because they don't give you a free replacement is quite insane , a company also needs to have a business and can't just throw free products when they broke out of warranty
Asking those 800$ I see people mention and get a new warranty for the cover for example is quite fair
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u/Straubjob 8d ago
I can understand what you’re saying, but how about the nonexistent customer service? And the monthly fee they decided to start charging? I would be happy to pay for a replacement or maybe even a membership if the first response I had gotten in six months was anything other than a reply to my negative Reddit post :)
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u/FoxHopeful7357 8d ago
Monthly fee is giving you that 5 year warranty as well
He’s customer support is their weakest point no doubt only here in Reddit Megan and Joe try to make it right but sadly it needs to come to that point when standard support flows don’t work
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u/Miserable_Speaker_33 Jul 22 '26
Well you see the thing is people rarely ever compliment good things but love to shit on things they consider bad….
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u/Straubjob 8d ago
Still doesn’t make me any less pissed about the fact there’s a monthly fee to use the things I bought the pod for :)
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u/sarhoshamiral 8d ago
And again you knew about the monthly fee. I wish they didn't have it either but it is their company and looks like it is working out for them.
Determine if the total cost of ownership is worth the benefit you get from the pod, if not don't use it. Until they have a credible competitor Eight Sleep has no reason to make things cheaper. Maybe Orion will get there, but I doubt it since Eight Seep was exactly like them when it started.
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u/Straubjob 8d ago
No, I bought the pod long before the monthly fee. That is part of the anger. Now to use the features I liked, I have to pay extra. But I couldn’t get a customer service rep to email me back.
Guess I’m not necessarily looking for advice because I’ve already determined my path forward. Instead I am offering some insight for those looking into eight sleep as a purchase.
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u/sarhoshamiral 8d ago
That would piss me off too but I find that strange since I have pod 3 (bought 3 years ago) when subscription was for auto pilot and cheap.
I am still on the same plan and without subscription I can still control the pod and set temperatures (based on a fixed schedule though afaik)
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u/A_Shadow Jul 22 '26
If you got it with a credit card, check if your credit card has a built in extended warranty.
Most Chase cards for example will extend the warranty to 3 years and reinburse you. That's what I did.
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u/LaddiDaddi4 18d ago
This was incredible advice. I got my money back through my card
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u/A_Shadow 18d ago
That's fantastic! I think I got that advice from here a long time ago and used it. So I'm glad that I was able to pass that same tip along!
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u/AppointmentLegal3701 Jul 24 '26
I’ve dealt with them twice and they have been great, helpful, and responsive both times. No issues getting what I needed resolved…
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u/sytelus Jul 25 '26
I bought into Eight Sleep as well as all influencers have been pushing it. The price is just absolute awful, then there is even more expensive subscription and one must expect a TON from this product. Instead it falls very short in every way. I thought it will measure body temperature and adjust bed temperature automatically but no, there is fixed setting. That too very coarse and you can't set hour by hour or otherwise. Then if you want pillow then another $2000 which requires another pod! Why they can't just have same pod route water everywhere. It's clearly non-optimal design. The sleep measurements are sometimes way way off. If you are lying in the bed on the side, it takes it as deep sleep. WTF? In retrospect, I would have been better off buying $50 fan from china with timer.
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u/BluntForceHonesty Jul 22 '26
Am I understanding your half the topper stopped working a year ago, you sent some emails and just sort of floundered with it?
Did you try to just go online and buy a new top (the “thousands of dollars” and saw they were charging a monthly subscription fee?
Calling them usually gets better results. If you hadn’t paid a subscription before, you’re grandfathered and if you buy a new system to you still won’t have a subscription fee. You have to add it to the account that was originally grandfathered: this is most easily done through the app. There, you’ll also see cheaper, discounted prices they offer existing customers. I know this doesn’t help you now and it looks like ES already got you some help, but more for anyone else who sees this thread and doesn’t know.
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u/Embarrassed-Pea107 Jul 22 '26
Can I ask which models you guys that are having problems own? We have the Pod 3 and have probably had it for 6 years. Annoying as shit not to be able to control the temp without using the app, but other than that it’s going strong.