Eight Sleep

I love that my bed cools down, but what I do not love is that I literally cannot turn the light off on this hub and so it’s glowing all night long - which is the opposite of helping sleep. The new app version has no option to adjust/dim the hub light (there used to be!!), despite “customer service” continuing to give me ridiculous answers like look for the menu icon and tap hub light. But lol. Honestly. If it was there, and I mean right there, I would have done that by now. They keep telling me to update my app version, despite me telling them on repeat that I already have. Besides that the app is so wonky. The bed settings are in 3 or 4 different places, and not in a way that makes sense. Just let us adjust the temp of our bed. The sleep details are all wrong and useless. We don’t buy it for that. Thats what my Oura ring is for. And I’m all for AI, but real people need to check in on customer service issues if they are still going back and forth still after 8 replies. These things are supposed to make our lives better, not more stressful.

My partner is logged in with his profile, but it’s showing my screen with my bed time on the main page.

We were gifted an 8 Sleep Pod mattress cover and hub that were both in excellent condition and functioning perfectly. To use the product, we subscribed to the Autopilot membership and have been paying for the service without issue. Recently, we discovered that the mattress cover had developed a leak, allowing liquid from the cover to seep through and damage our mattress. This was extremely disappointing, especially considering the premium price point and reputation of the product. After researching the issue, we found numerous reports online from other customers who experienced similar leaks. Based on the volume of these reports, this does not appear to be an isolated incident. When we contacted 8 Sleep customer support, we were told that because we were not the original purchasers, no warranty assistance could be provided. After multiple conversations, the only solution offered was the opportunity to purchase a replacement cover for approximately $1,500. What is most frustrating is not that a product failed any product can fail but that a company positioned as a premium brand would not stand behind a product being actively used by a paying subscriber. We continue to pay for the Autopilot membership each month, yet when a significant product failure occurred, we were left with no meaningful support option other than spending another $1,500. For a company that markets itself as a premium sleep solution, this response is disappointing. A leaking mattress cover can damage a customer’s mattress and create a much larger problem than simply replacing a component. We hope 8 Sleep will reconsider its position and provide a more customer-focused resolution. Premium products should be backed by premium customer service, especially when the issue appears to be one that other customers have reported as well