ComplaintsforHug Sleep

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/17/23, I ordered a sleep pod for my son, who struggles with sleep due to ADHD. I was excited to see how the sleep pod would work. However, we never got the chance to try it. The package was marked as delivered by **** on 12/21/23; however, I never received it. When I followed up with the post office, they discovered it had been misdelivered to the wrong address. The package was not recoverable by **** nor returned by my neighbor. Although this is technically the post office's fault, most companies will make good on the error. After all, this is what insurance is for, and this should be a dispute between the company and ****, rather than making the customer suffer. Plus, it's just plain good customer service to fix these kinds of issues. However, after I contacted customer service, they made me wait weeks for a reply before finally informing me that their "fine print" says the company policy is not to replace or refund missing items the post office marked as "delivered." However, thanks to geocaching, **** knows this isn't a "delivered" or "missing" item; it's a clearly misdelivered item. Further, although the unwillingness to provide a refund or replacement may be stated in their "return policy," few customers would think to check a returns policy when ordering, only when making a return. Additionally, it's relatively unheard of that a company wouldn't replace or reimburse an order that's lost due to no fault of the customer. Thus, I had no reason to check this policy when ordering. I also feel it's a rather broad interpretation of their own policy since the package wasn't taken by "porch pirates"; rather, it was proven misdelivered to the wrong address by ****. I paid a total of $70.40 for a sleep pod I'll never get to use, and the company refuses to make good on the misdelivery. So, buyer beware! Don't order from this company, as you may throw your money away and never get what you paid for.

  Business response

  01/17/2024

  After the customer reached out to customer support, we confirmed with the postal carrier that the package was confirmed delivered to the address listed on the order. Per our return policy listed on our website, we do not issue refunds or replacements for order that are missing or stolen if the carrier confirms successful delivery. Please reach out to us at ********************************** with any other questions.

  Customer response

  01/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  This business is lying. Using geocaching, the post office confirmed the order was NOT delivered to the correct address. I spoke with the post office directly, after Hug Sleep encouraged me to do so, and **** told me my package was misdelivered. Therefore, there is no possible way Hug Sleep actually checked with ****. Furthermore, my package is not "missing," as **** knows they misdelivered it. Therefore, this should be a dispute between Hug Sleep and ****. The only thing that was "stolen" was the money I paid for an item I never received, and I am extremely disappointed that Hug Sleep's response is to lie about it rather than rectify the situation. This is EXTREMELY poor customer service.
  
  Regards,
  
  ***********************

  Business response

  01/22/2024

  After the customer reached out to customer support, we confirmed with the postal carrier that the package was confirmed delivered to the address listed on the order. Per our return policy listed on our website, we do not issue refunds or replacements for order that are missing or stolen if the carrier confirms successful delivery. Please reach out to us at ********************************** with any other questions.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered and paid for five (5) sleep pods and only received four (4). I did not figure it out until right before Christmas because the package I thought contained the fifth pod was some random Christmas photo background that I did not order. The company will not respond to my complaint.

  Business response

  01/02/2024

  The customer waited several months after the package was confirmed delivered before reaching out to us. Hug Sleep, along with the postal carrier are unable to open claims after a package was delivered months prior. This is also clearly outlined on our website shipping policy page found here: ********************************************************

  Customer response

  01/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 
  

  This is not a postal delivery claim. The business failed to include the fully purchased product in the delivered package. 5 items were purchased, 4 items were sent by the business in one single package.  The business refuses to acknowledge that it failed to send all purchased products. 
  
  Regards,
  
  *****************************

  Business response

  01/08/2024

  As previously stated: The customer waited several months after the package was confirmed delivered before reaching out to us. Hug Sleep, along with the postal carrier are unable to open claims after a package was delivered months prior. This is also clearly outlined on our website shipping policy page found here: ********************************************************.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have attempted to contact this company repeatedly since 12/17/23 with only an automated response stating it will take 1-2 business days for a response which has come and gone twice over. I placed an order which was confirmed to be delivered on 12/17. On 12/17 no delivery per the tracking number provided a third party company ******** was supposed to deliver my order. The tracking was later updated to show the package was returned to ******** distribution center for redelivery on the 18th. Again still no delivery, again on the 19th supposedly going to be delivered and again nothing. The tracking has also not been updated. I emailed HugSleep twice, used both messenger and Instagram as well to get a response with no response to date (it is now 12/22/23) In my communications I explained this order is a Christmas gift that I spent $100 for and now three days before Christmas I have nothing to give my sister on top of a company that wont even respond. I prefer to shop with family owned companies but not when they cant be bothered to ensure basic customer needs are met. Handing over delivery to a company that has no way to get information and is not reputable to finish the job is irresponsible of Hug Sleep.

  Business response

  01/02/2024

  This customer indicates that our customer service employees have not responded to her emailed questions, but that is incorrect. We have been in communication with the customer and have already processed a refund per her request.

  We are a small family owned business and do our best to respond as quickly as possible. Christmas is our busiest season of the year, and responses can sometimes take a few business days.

   

• Initial Complaint

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I wrote thru a website that I thought was the only way to contact them less than 24 hours after placing my order as I wanted to change the size of the item to large from x-large. I never heard back from them and the website ************************************************************************************* When 2 days passed I wrote again asking them to change the size and the again ignored my email. This time I was able to find a better email but no phone number. A package arrived and I told them I would be sending it back because it was the wrong size. They sent me a copy of their return protocol which was very elaborate to which I responded explaining that my medical condition was challenging and have not driven in almost 3 years and am recovering from a hip revision on the same hip that was broken during surgery and went undetected and my implant had slipped necessitating a second surgery in May 2023 at which time my leg was broken again and repaired by placing a rod in my leg. I spend ************************************************************ my home. I have been out 3 times since July 2023 to attend medical appointments. I have to rely on others help and felt what they were expecting was unreasonable and I informed them I would be marking the package refused and returning it to them. It was mailed by one of my caregivers on Monday November 20, 2023. I wrote them again and they did not respond.Four days ago I wrote again and received no response though their immediate message states they will write back in 1-2 days. So I wrote again yesterday. I finally got a response telling me the protocol to follow referencing their website. I again told them the package was marked refused and returned via USPS.I received an email today telling me they would not refund my money. All I wanted]was a size change but now I want my money refunded.I am still searching for the method of payment/credit card I used...having checked 2 today. I will dispute the charge. HELP

  Business response

  12/04/2023

  The first email we received from ***** was on Nov. 15th, 2023 - 6 days after her order was placed and 2 days after her order was confirmed delivered by the carrier. ****** order was fulfilled and shipped 5 hours after she placed it on our website. 
  
  An automated response email was sent to her initial customer support message, stating that it can sometimes take our customer service team 1-2 business days to respond - we are a small family owned business and the holidays are our busiest time of the year. Nevertheless, we responded the same day, just a few hours after we received her email. We provided clear instructions on how to return or exchange her order. We offered multiple ways and channels on how to return the items under our 30 day guarantee.
  
  ***** indicates in her BBB complaint that she used a 3rd party site to contact us - we have no association with this website and have never heard of it before  - this is not a channel that is integrated with our customer service in any way.
  
  ***** then proceeded to not follow our return instructions, and instead supposedly shipped the item back to a completely different address. We are happy to issue a full refund or exchange when we receive the original merchandise back.
  
  Please feel free to reach out to us with any questions at **********************************

• Initial Complaint

  11/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello my name is ******************************* and my order number is ******. On Sunday DoorDash claimed that they tried to make a delivery for my package and sent a picture that it was left down stairs in my lobby not in a secure location. I went downstairs to retrieve my package and noticed immediately that the package was not there. I called DoorDash about my package being marked delivered and it not being there after seeing the picture. They gave me a case number which is ********* and also a number for the part of the company that handles deliveries which is ************. After speaking with a representative they said that the package was delivered once again I stated it was not delivered as I went downstairs to retrieve my package as soon as it was marked delivered. The delivery man named ****** called me and said that he delivered it to the address on the package and left with the doorman, my building doesnt have a doorman. I asked him why when I was trying to contact him about my package his number wasnt working. I spoke with a representative again and he stated that your company had the wrong address and the package was delivered to an address is Queens,**. They also said theyre not responsible for my lost package and to reach out to your company. I have tried calling the number ************ on three different occasions and left a voicemail each time asking for someone to call me back so I can resolve this issue. At this point I would like either a refund or a replacement because I dont think its fair for me to continue to pay for a package I did not receive. I also received an email from ****** on November 9, 2023 asking me if I received my order, I responded no and as of November 18, 2023 I still have not received a response. I emailed the company again on November 18, 2023 and as of November 25, 2023 still no response.This is completely unacceptable and unprofessional service from this company. Please refund me my money back at this point.

  Business response

  11/25/2023

  We are sorry to hear that you were unable to locate your package. As stated in our shipping and return policy pages (********************************************************), we are not responsible for orders that are stolen or missing after they are confirmed delivered by the carrier. Please feel free to reach out to us at ********************************** with any additional questions.

  Customer response

  11/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *******************************

• Initial Complaint

  11/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/18/2023 I ordered an XL sleep pod from Hug Sleep for $80.92 at 11:40 pm. 25 minutes later I saw an email from them confirming my order for a size SMALL. I emailed them at 12:09 am, 29 minutes after ordering, asking for them to fix it or cancel. I went to the site again and was able to recreate the error. I clicked on XL and it added a SMALL to the cart. I emailed them at 12:14 am telling them this and saying to just cancel it. They emailed me back and said there was nothing they could do and to enjoy the size SMALL. Once I got shipping information, I called the shipper and asked to cancel the shipment, they said that they cant do that and that the company had to cancel it. Now they are saying I can return the product and pay $11.50 in fees. I havent even opened it because its useless to me. I do not think this is fair practice. I want a total refund for their error.

  Business response

  11/06/2023

  As a small business, we are not able to have customer service representatives checking emails at midnight, when your email came in. By the time we received your email, the item had already shipped, and the address was unable to be changed. This was all communicated to you through email. Please let is know if you have any other questions.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Hug Sleep had an advertised special posted to their website of BOGO 50 on all Sleep Pods. I attempted to purchase 4 pods and at checkout there was a discount on 2 sleep pods but not 50%. I reached out to their customer service email regarding the incorrect discount. Sleep Hugs responded with a request to send a screen shot of what I was speaking about. I immediately responded with a picture of my cart and the lack of the 50% off and then heard nothing back. I reached out 4 more times via email and then even left a voicemail, was not easy to even find said number, and still no response. The company has now changed what the promo says to up to 50 off. However, that is not what was stated when I attempted my purchase. Again, I have screen shots of exactly what the promo said.I wanted their Sleep Pods for 2 of my adult children who are on the autistic spectrum. I still want to purchase 4 pods, but it is only fair I am extended the actual deal that was advertised the day I was attempting my purchase. Not remedying the issue, by employing the tactic of simple ignoring the customer, is at a minimum not good business.

  Business response

  09/07/2023

  Hi ******-

  
  Looking through our records, it appears we did respond shortly after your email on Aug. 24th - these emails can sometimes get stuck in spam or junk email folders.
  Our **** offer is based on our typical sales price and is up to 50% off. The **** 50% off is based on the **** and is not applied to the promotional sales price. For example, we typically sell our Kids sized Sleep Pods for $89.99. We recently ran a Labor Day sale where we discounted this SKU by 28% to be $64.99. The Labor Day sale also included **** 50 on this item. If a customer were to purchase two Kids **********************, the first item would be $64.99 and the second would be ~$44.99 (50% off of the normal purchase price). This "up to  **** 50" promotion is further clarified on the individual product pages in greater detail for each specific SKU that is eligible.

  We offer a 30 night sleep guarantee and would be happy to start a return or exchange for you.

  You can email us at ********************************** with any other questions - thanks!

  Customer response

  09/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear.

  This is a disingenuous and misleading response from HugSleep. They did respond initially, providing no explanation, only requesting more information from me. When I submitted the requested info, I never heard back again from Hug Sleep. Even after multiply attempts to get a response I never received any type of explanation. I have screen shots and phone records to verify all the communication when I reached out to Hug Sleep with no response. As I previously shared and also documented, the site did not say up to 50. The site only displayed the up to 50 at a later date. I attempted my purchased on August 23, it was not yet the Labor Day promotion. It appears Hug Sleep may have made an error when posting the discount and are now attempting to blame the customer for misunderstand. This is not the case. Why did the company respond with children sleep pod info. If they had addressed and read my email inquires and responded, they would know I did not even want or attempt to buy any sleep pods for children. This BBB response by the company is fairly generic and still does not address my issue. A company must make a good faith effort to fulfill any promotions offered, even if the company posted that promotion inaccurately at that time. Bottom line, the Hug Sleeps promotion posted on August 23, 2023 did not include up to 50 anywhere, only 50. The promotion was later changed, closer to Labor Day, with up to 50. However, that has zero to do with my attempted purchase, which I submitted several screen shots showing the actual promotion 50 being highlighted on the Sleep Hug website on that particular day August 23. 

  
  Regards,
  
  *******************************

• Initial Complaint

  06/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sunday, June 11th, 2023 at 10:00 AM Hug Sleep sent an email that new colors would be released on Jan 13. On Jan. 13th, 1am, I looked at the website and saw that the **** colored item had already sold out. One hour into the sale! I purchased the remaining color. A few hours later I checked the website and saw that now both colors were available. Mistakes happen and this was clearly a case of the Hug Sleep website having a problem for a few hours. I contacted customer support (this all before 10am in the 13th.) Even though it was clear the Hug Sleep website was at fault, and the order had been made just a few hours earlier, they refused to change my order. The order had not shipped. Hug Sleep told me that it could not correct their mistake. I see by the posted return policies that I will have to pay to ship the item back to them. I am not satisfied paying to return the item after Hug Sleep's website error.

  Business response

  06/15/2023

  Thanks for reaching out and letting us know of your experience. 

  This was technical mistake on our website that we quickly fixed. Our items are fulfilled and paced by a third party we work with. When we received your message, you item was in the process of shipping and we were unable to catch it before shipment.

  Please reach out to us at ********************************** and we will be able to offer you 50% off your next purchase.

  Customer response

  06/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I regret that Hug Sleep did not read my BBB complaint. I will return the item as soon as it arrives. Hug Sleep website problems resulted in the mis-order and therefore Hug Sleep should pay the return postage. An honorable business should pay for its own mistakes.
  
  Regards,
  
  *********************

• Initial Complaint

  06/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I mailed back two different sleep sacks to them after paying for the shipping myself. The sleep sacks were sent back to the place they were delivered from. Apparently there was a different address to mail returns? No one told me that even after speaking with a rep. ** return was ACCEPTED by their wrong location but no refund was given. When confronted they told me I sent to the wrong address and I said I would send it to the correct one but they have already accepted my return and no one sent back my products. After I mentioned this as well as *** tracking number they went quiet. I spent close to $200. They stole that money from me as I have confirmation they received their return. This is a horrible business with even worse customer service.

  Business response

  06/15/2023

  The customer indicated on Feb. 10th of 2023 that they would like to return their product. We promptly responded with return shipping instructions along with the shipping address. This information is also located on our website and other online sales channels. The customer did not follow these instructions and instead shipped the items back to an unknown location. We never received the returned merchandise. The customer then opened up a "charge back" with their bank. The bank investigated the claims made by the customer and and evidence submitted and on June 12th, 2023 decided in our favor. We offer a 30 night sleep guarantee on all of our current products and are happy to issue refunds for users who decide to not keep their purchase - per our return policy, we can only issue refunds if the merchandise is returned to us.

  Customer response

  06/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Please see attached *** TRACKING number sent to the manufacturer and was ACCEPTED by them. If it was not the correct address, they should have sent the products back. They did not. Follow the *** tracking (which also gives their address) and you will see it was accepted by one of their people. How would I have a confirmed *** tracking to their address with the status being received if I did not send the products back to them? And if they didnt receive the product at the correct address it is because their people never did a return to sender on my *** package  
  

  Additionally, no one explained a different address until AFTER I reached out to see where my refund was. In regards to the chargeback, my bank received all the information bur I was unable to call them in time to give additional information as I am 8 months pregnant and had complications with my pregnancy. 

   

  
  Regards,
  
  ***************************************

  Business response

  06/20/2023

  
  

• Initial Complaint

  02/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered product, have received no information as to when product will ship. Company is extremely difficult to reach, will not return emails or phone calls.

  Business response

  02/16/2023

  Our record indicate that Mr. ****** placed order ****** on the morning of Feb. 7th. We received an email from **************** on Feb. 10th, asking for an update on the status of his shipment. **************** from ********************** responded back to **************** the following day. We understand that emails can sometimes get lost in various email boxes, so we have gone ahead and resent this message to the email address on file for order ******. We would be happy to cancel and refund the order if that is what **************** would like to do, otherwise, we anticipate his order shipping within the next few business days.

   

  
  
  
  

  Customer response

  02/16/2023

  While I do understand that e-mails can get lost, however I don't think Hug Sleep is telling the truth here. I tried contacting them multiple different ways, but they only responded timely once the BBB got involved. Additionally, they could have responded when they knew the product was delayed. 

  I would like a better time frame for delivery than "a few business" days. Considering how long this has drawn on, they owe it to the customer to provide better information. 

  I will be following up with them once a "few business days" have passed. 

  --***********************

*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. ↩