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Eight Sleep Reviews, Complaints & Contacts

Eight Sleep Inc., based in New York, sells the Pod, a heating and cooling mattress cover that needs Wi-Fi, the app and a paid Autopilot subscription for most features. Its U.S. terms give a 30-night return window, tie the warranty to an active membership and require individual arbitration. NewsNation reported that owners could not adjust temperatures during the October 2025 Amazon Web Services outage; the company said it would add a Bluetooth outage mode. A 2025 proposed class action in California over its crossed-out reference prices was voluntarily dismissed with prejudice by the plaintiffs that August.

REVIEWS & COMPLAINTS0none submitted to USAComplaints yet · see external reviews
PHONE888-699-4015Customer support phone
WEBSITEeightsleep.com
PROFILE CHECKED2026-10-28
Submit a Complaint Call 888-699-4015 Official website ↗
VERIFIED

Contacts

PhoneEmailAddress

Customer service & general contact

Settlements & legal notices

Privacy requests

VERIFIED

Locations

  • Mailing address915 Broadway, Ste 1301 New York NY 10010
EDITORIAL

Is Eight Sleep Legitimate?

BBB, Trustpilot

Legal name
Eight Sleep Inc.
Business type
Maker of the Pod, a temperature-controlling smart mattress cover sold with an Autopilot subscription
Website
eightsleep.comSource: Eight Sleep website, checked 2026-10-28

Legal entity. The Terms of Service (last updated September 16, 2026) are "a legally binding agreement between you and Eight Sleep Inc." Its mailing address in section 14 is 915 Broadway, Ste 1301, New York, NY 10010.

Management and BBB file. The BBB profile lists the business under the name "Eight" in New York, with Eight Sleep Inc. as an alternate name, Matteo Franceschetti as co-founder and CEO and Alexandra Zatarain as co-founder and CMO. BBB shows the company as accredited since February 2026 and records its incorporation in November 2015.

Website and app. eightsleep.com and the Eight Sleep mobile app; customer support phone 888-699-4015, [email protected].

Products covered by the Terms and Limited Warranty. Pod covers, Hub, Base, Blanket and accessories sold at eightsleep.com; third-party retailers and marketplaces are outside the company's Limited Warranty under Terms section 5.2.

Product class. Terms section 8 states the Pod and Services are not medical devices, and that if specific features receive FDA clearance, separate terms will apply to them.

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

BBBcomplaints in the last 3 years
18 reviews · 110 complaints · BBB business grade A · average customer rating 1.22 / 5
Trustpilotreviews on Trustpilot
1,070 reviews · Trustpilot business grade 3.4
EDITORIAL

The October 2025 cloud outage, review sites and data practices

Cloud outage. During the Amazon Web Services outage in October 2025, NewsNation reported that owners were unable to adjust temperatures or bed positions, with some beds stuck at uncomfortable temperatures or incline positions. CEO Matteo Franceschetti told The Verge the company would ship an "outage mode" that lets the app reach the Pod over Bluetooth: "During an outage, you'll still be able to open the app, turn the Pod on/off, change temperature levels, and flatten the base." Co-founder Alexandra Zatarain said all devices were back up and running after the outage. Terms section 4.1 states that "temporary interruptions may occur" because the Services depend on cloud connectivity and that Eight Sleep is "not liable for periods of unavailability."

Review sites. BBB lists 110 complaints against the company in the last three years, 33 of them in the last 12 months, and an average of 1.22 out of 5 from 18 customer reviews. BBB's A rating is its own grade of the business and is not calculated from those customer reviews. Trustpilot shows 1,070 reviews with a TrustScore of 3.4; 43% of the reviews are 5-star and 35% are 1-star, and Trustpilot notes that the company has not replied to negative reviews. These figures come from those sites and are separate from complaints posted here.

Data. The Privacy Policy (section 10, U.S. Residents) states: "we do sell and share certain categories of personal information" for marketing, advertising and analytics, listing identifiers (name, email, IP address), commercial information such as purchase history, and website activity, with recipients described as tracking technologies and advertising partners. Health information, including sleep and biometric metrics and any lab results ordered through the Services, is listed separately as disclosed to vendors and service providers, linked account users, laboratory and clinician partners, and integrations such as Apple Health only at your direction. To opt out of sale or sharing, use the "Your Privacy Choices" link in the website footer; the site also treats a Global Privacy Control or Do Not Track browser signal as an opt-out. A separate Consumer Health Data Privacy Policy covers Washington, Nevada and other state health-data laws. Terms section 8 says the Pod and Services "ARE NOT MEDICAL DEVICES." Terms section 7.2: Eight Sleep "does not use your personal data to train third-party large language models or generative AI systems."

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EDITORIAL

Returns, Autopilot cancellation and warranty claims for the Eight Sleep Pod

Returning a Pod (30-night trial). The Return Policy says to contact support at [email protected] "within 30 calendar days of your delivery date" with the order number and the reason for the return (the page also lists 888-699-4015); "Our team will provide return shipping instructions and a prepaid return label."

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The delivery date is the carrier's delivery confirmation, and "Returns requested after the 30-day calendar window will not be accepted." A Pod 6 or Pod 6 Solo bought with the Base or the Blanket may have each component returned separately within the window. The same page says that "Delivery to a freight forwarder or rerouting to an unsupported country voids the return eligibility." The store advertises free shipping and free returns and ships to the United States excluding Alaska, Hawaii, Puerto Rico and other territories.

What the Support Center adds.

  • The 30-night trial starts "once all Pod components from the same order have been delivered" and also applies to mattresses, pillows and sheets.
  • Eight Sleep sends return labels and arranges a pickup, which must happen within 7 days of receiving the label. You need boxes to repack the items (not necessarily the original ones) and access to a printer.
  • You may have to pay return shipping if you moved out of the original shipping region or used a forwarding service, and promotional items may need to be sent back depending on the offer.
  • Autopilot bought with the Pod is refunded too; add-ons such as expedited shipping are not. The refund goes back to the original payment method.
  • An order can be cancelled outright only before it is processed or shipped.

Cancelling Autopilot. Terms of Service section 4.4: you may cancel "through the App, by emailing [email protected], or by calling 888-699-4015. Cancellation takes effect at the end of your current billing period. No prorated refunds are provided for partial billing periods."

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The Support Center gives the app path: Settings (gear icon), Profile, Manage Autopilot plan, Autopilot plan, Cancel plan, then complete the whole flow. It also states: "All Pod purchases come with a 12-month Autopilot commitment" while saying you can cancel at any point; the Autopilot page says "Autopilot is required for the first 12 months... You can cancel anytime after 12 months." Section 4.4 of the Terms says you may cancel "at any time" and sets no 12-month minimum. If you want to cancel in the first year, cancel in the app or by email, keep a screenshot of the confirmation or the support reply, and if you are billed again, write to [email protected] citing Terms section 4.4 and ask for the renewal charge to be reversed; if that fails, dispute the charge with your card issuer.

Warranty claims. Email [email protected] for a return authorization; the Warranty page requires proof of purchase, the warranty document and the product's law tag, and an active Eight Sleep membership during the coverage period.

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Include the return authorization number with the returned product and pack it in the original box or equally protective packaging. Repair or replacement is Eight Sleep's choice, and shipping charges may apply.

If support does not resolve it. Put the request in writing to [email protected] with your order number and keep the replies. Terms section 10.1 asks you to contact [email protected] and try to resolve a dispute informally for at least 60 days before starting arbitration or another formal proceeding. If a refund was promised but not credited to a credit card, the Fair Credit Billing Act lets you dispute the charge in writing with the card issuer within 60 days after the statement showing the problem was sent to you; debit card and PayPal disputes follow your bank's or PayPal's own rules and deadlines, and financing through Affirm or Klarna follows those lenders' own terms (section 5.3).

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You can also file a complaint with the BBB, the New York State Attorney General (the company's home state) or your own state attorney general, and the FTC at ReportFraud.ftc.gov. Product-safety incidents such as burns, overheating or electrical faults can be reported to the Consumer Product Safety Commission at SaferProducts.gov.

EDITORIAL

Lawsuits and the Terms of Service arbitration clause

Court records

Pricing class action (closed). Tushar Chopra and Brian Delshad, residents of Santa Clara and Santa Barbara counties in California, filed a proposed class action against Eight Sleep Inc. on March 25, 2025 in the U.S. District Court for the Northern District of California (case 5:25-cv-02808). The complaint alleged that the "reference" prices shown crossed out beside discounted prices were not the prices at which products were offered in the preceding three months, and asserted claims under California's Unfair Competition Law, False Advertising Law and Consumers Legal Remedies Act. After the parties told the court they were discussing a potential early resolution, the plaintiffs filed a notice of voluntary dismissal with prejudice on August 29, 2025, and the case was closed on September 2, 2025. The court never ruled on the allegations, and the docket does not show a class settlement.

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Disability-access suit (closed). Fagnani v. Eight Sleep Inc., a case under the Americans with Disabilities Act in the U.S. District Court for the Southern District of New York (1:25-cv-01656), was voluntarily dismissed with prejudice by the plaintiff in July 2025.

Arbitration and class-action waiver. Terms section 10.2 requires binding arbitration administered by the American Arbitration Association under its Consumer Arbitration Rules, with Eight Sleep paying "all AAA filing and arbitration fees for claims under $10,000." Section 10.3: "YOU AND EIGHT SLEEP AGREE THAT ALL DISPUTES WILL BE RESOLVED ON AN INDIVIDUAL BASIS ONLY." Section 10.5 allows opting out by written notice to [email protected] "within 30 days of first agreeing to these Terms." Section 12.5 applies Texas law, with California residents' claims arbitrable under California substantive law where California law requires it. Under section 10.6 either side may bring an individual claim in small claims court, and the arbitration clause does not prevent a claim for public injunctive relief in court under consumer protection laws.

PUBLIC RECORD

Court & Public Records

Chopra v. Eight Sleep Inc.

Dismissed

U.S. District Court, Northern District of CaliforniaDocket 5:25-cv-02808Source ↗

Dismissed

The court made no finding on the allegations.

Case details: Chopra v. Eight Sleep Inc.Show less

Proposed class action by Tushar Chopra and Brian Delshad, California residents, alleging that reference prices shown beside discounts on eightsleep.com were not prices at which the products were offered in the previous three months, under California's Unfair Competition Law, False Advertising Law and Consumers Legal Remedies Act. After the parties told the court they were discussing a potential early resolution, the plaintiffs filed a notice of voluntary dismissal with prejudice on August 29, 2025, and the case was closed on September 2, 2025.

Fagnani v. Eight Sleep Inc.

Dismissed

U.S. District Court, Southern District of New YorkDocket 1:25-cv-01656Source ↗

Dismissed

Lawsuit filed under the Americans with Disabilities Act. The plaintiff voluntarily dismissed the case with prejudice in July 2025. The court made no finding on the claims.

EDITORIAL

The Pod, the Autopilot subscription and the warranty

What it is. Eight Sleep Inc. sells the Pod, a mattress cover with a Hub and optional Base that heats and cools each side of the bed. Terms section 4.1: "The Pod requires a Wi-Fi internet connection and the App to operate." The store lists Pod 6 "Starting at $1,999."

Autopilot pricing. The Autopilot page lists three annual plans: Standard $17/mo ($199 billed annually), Enhanced $25/mo ($299 billed annually) and Elite $33/mo ($399 billed annually). Standard carries a 2-year warranty; Enhanced and Elite carry a 5-year warranty; Health Check is included only in Elite. The Support Center says the plan term starts on the day you install the Pod and activate Autopilot in the app.

What the Terms say Autopilot is needed for. Section 4.2: "An active Autopilot subscription is required to access core App features and full Pod functionality, including thermoregulation, biometric tracking, and AI-powered personalization... Without an active subscription, the Pod may continue to provide limited basic temperature control, but most features will be unavailable." Section 4.3: "YOUR SUBSCRIPTION WILL AUTOMATICALLY RENEW AT THE END OF EACH BILLING PERIOD AT THE THEN-CURRENT SUBSCRIPTION FEE UNLESS YOU CANCEL BEFORE YOUR RENEWAL DATE." Section 4.5 allows price changes with at least 30 days' notice by email or in-app notification. Section 4.6 allows suspension of subscription features if payment fails.

After cancelling. The Support Center says you keep the plan until the current billing cycle ends, and afterwards "you will still be able to access the temperature dial to manually control the Pod on each side of the bed." Features it lists as lost: temperature schedule, automatic temperature adjustments, vibration and thermal alarm, sleep and health reports, Away Mode, snoring detection and mitigation, access to new features, the member shop and referral program.

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Warranty (Warranty page).

  • Length: 2 years from delivery for the Pod Pro models, Pod 3, Pod 4, Pod 5 (including its Blanket and Base), Pod 6 and the Solo Pod; 5 years with an active Autopilot Enhanced or Elite membership.
  • Plan changes: coverage follows the plan bought with the Pod. The Support Center says a later upgrade from Standard to Elite keeps the 2-year term, and a downgrade to Standard cuts coverage to 2 years.
  • Conditions: the warranty "Applies only to Pods purchased directly from www.eightsleep.com," is non-transferable, and "Requires an active Eight Sleep membership during the applicable coverage period for both standard and extended warranties."
  • Remedy: repair or replacement "at its option"; "Shipping and handling charges may apply except where prohibited by applicable law." A replacement carries the remaining warranty period or 90 days, whichever is longer.
  • Not covered: embedded software and related services, cosmetic damage such as scratches and dents, normal wear and tear, damage from accident, misuse or use with non-Eight products, and a Pod serviced or modified by anyone Eight has not authorized.
  • Resellers: Terms section 5.2 says hardware bought from unauthorized resellers, marketplaces or secondhand is not eligible for the Limited Warranty, customer support or Autopilot activation.

Gifts. Section 5.7: a gift recipient's Autopilot subscription "will begin when they connect and activate the Pod, or 60 days after delivery, whichever is earlier," and the recipient is not entitled to a refund directly from Eight Sleep.

EDITORIAL

Frequently Asked Questions

How long is the Eight Sleep trial and how do I return a Pod?

The Return Policy gives 30 calendar days from the carrier's delivery date; the Support Center calls it a 30-night trial that starts once all Pod components in the order have been delivered. Email [email protected] or call 888-699-4015 with your order number and reason, and the company sends a prepaid return label and instructions; the pickup must take place within 7 days of receiving the label. Requests after the window are not accepted.

Are there return fees, and how fast is the refund?

Returns within the 30-night window are free: Eight Sleep sends a prepaid label and arranges a pickup. You may have to pay return shipping if you moved out of the original shipping region or used a forwarding service, delivery to a freight forwarder voids return eligibility, and add-ons such as expedited shipping are not refunded. The Return Policy says refunds are typically processed within 5-10 business days; the Support Center says 3-10 business days to the original payment method once the return is complete.

How do I cancel the Eight Sleep Autopilot subscription?

Terms section 4.4 allows cancellation in the app, by emailing [email protected] or by calling 888-699-4015, effective at the end of the current billing period with no prorated refund. The app path is Settings, Profile, Manage Autopilot plan, Autopilot plan, Cancel plan. The Support Center and Autopilot page describe a 12-month Autopilot commitment on Pod purchases, which the Terms do not mention.

What stops working if I do not have Autopilot?

Terms section 4.2 says most features are unavailable without an active subscription, though the Pod may keep limited basic temperature control. The Support Center says you can still use the temperature dial on each side but lose scheduling, automatic temperature adjustments, alarms, sleep and health reports, Away Mode, snoring detection, new features and member-shop access.

How long is the Eight Sleep warranty and what is needed for a claim?

Standard coverage is 2 years from delivery for current Pods; buyers with an active Enhanced or Elite Autopilot plan get 5 years, and a later upgrade from Standard does not extend it. A claim needs a return authorization from [email protected], proof of purchase, the warranty document and the product's law tag, and the warranty requires an active Eight Sleep membership and a purchase made directly from eightsleep.com.

What happens to the Pod when the internet or cloud is down?

Terms section 4.1 says the Pod needs Wi-Fi and the app to operate and that cloud interruptions may occur. After the October 2025 AWS outage left owners unable to adjust temperatures or bed positions, the CEO told The Verge that an outage mode would let the app control power, temperature and base position over Bluetooth.

Does Eight Sleep sell my data and how do I opt out?

The Privacy Policy section 10 says the company sells and shares identifiers, purchase history and website activity for marketing, advertising and analytics. Opt out through "Your Privacy Choices" in the website footer, or turn on a Global Privacy Control or Do Not Track signal in your browser, which the site treats as an opt-out. Access, deletion and correction requests, and appeals of a denied request, go to [email protected] (sections 9 and 11).

Can I sue Eight Sleep or join a class action?

The Terms require individual AAA arbitration and waive class actions (sections 10.2 and 10.3), unless you opted out in writing to [email protected] within 30 days of first agreeing to the Terms (section 10.5). Small-claims court is still available under section 10.6. A proposed pricing class action, Chopra v. Eight Sleep Inc., was filed in 2025 in federal court in California, but the plaintiffs voluntarily dismissed it with prejudice in August 2025, so there is no open case to join.

Sources (4)

Eight Sleep (own site)