Eight Tracking Order Status

I purchased the 8sleep two weeks ago. I did a pretty in depth review and definitely it cam out as the best and the most expensive. Lately I have taken the perspective that if we spend 25-30% of our lives in bed we should invest accordingly! So I went the premium. Unfortunately, when I make these decision i hold the brand to this level of expectations. You don’t get to then compare yourself to the other guys as you are twice the cost....you just have to perform. My review has two parts: 1. the product, installation and support. 2. The performance of the product. Product, installation, and service 1. The product was delayed seven days. Bummer but I could live with it. Second, when it came it referenced an "activation code." The two emails sent to me had a blank space for the activation code but no code. I called. I sent emails. They said this would be handled that day (it does seem like an easy fix). I left my bed and the 8sleep set-up (bed cover, pump, heater and hoses) expecting to hear back. I heard nothing and left another email. then I took apart the 8sleep and remade my bed with sheets and went to sleep. 3 hours into this (outside of the two hours of research). 2. The next day I followed up with a phone call. (i give 8sleep credit. They do answer the phone). this time the customer care rep said this was a more in depth problem and they would need the engineering team to bypass the activation on my account. The promise was again...by end of day. Nothing. 3. I sent another email and phone call the next day. They sent over an email that suggested I clear the app and download it again. the engineering team had bypassed the account. It did not work. I deleted and retried four times. I tried a different email. Nothing worked. five hours in. 4. The next day...they sent an email saying that I should not try a new email. Only the email that I used when I purchased the product was active in their system. I requested an explanation for this and essentially it comes down to them owning the information that comes from the membership. Essentially, all of the sleep data that will be generated by using the app. they need control of the accounts and who is using it to get this very valuable information (this is probably directly associated with the business model that they have represented to their venture capital backers) Key note here: I have already purchased the product but being forced to buy the membership, then share the data, and now know that they associate the data specifically to me (it is not anonymous) might make me reconsider the purchase and certainly will make the bar high not to return this product at the 30 day mark (from here on out it will all have to be perfect). Of course, at the end of the first year (required length of time for the subscription) I will then cancel the membership. 5. AHHHH....i got a rep on the phone and then made them stay on until i could get a fix. Lengthy call here but in the end this forced them to make sure an engineer had completed the set-up and bypassed the activation code. Retried the set-up in the app and then completed the install (water, priming and cooling). seven hours in (as the priming and setup is actually more than two hours although you can take breaks when 8sleep is priming.) 6. After all of this I was offered a $50 coupon to use on my next purchase. Not a credit, a coupon. This is what young start-ups do when they don’t understand their customer. Not one person who has purchased the 8sleep makes decisions based on $50. Every one of their customers are in the top 40% of the US income brackets...and offering to pay that custom $7 per hour for their time is an insult not a benefit. Better to just remain quiet. And don't apologize. Not one person who purchases a car wants to hear from Mercedes Benz that they are very sorry and can’t find the key to your new car. The product. 1. So far so good. It has been easy to use. It does have some excellent sleep metrics. I have only three days so far under my belt. I can’t yet say it is the holy grail as i am "tuning the temperature and nightly cycle" to meet my specific needs. My wife has her side and I think she is getting her customized cycle tuned in more quicky than I am. 2. The metrics really are solid. I need to learn a bit more about the stages of sleep but it does have some cool learning and recommendations for "best in class" and explanations of why the HRV, the pulse, or stage of sleep is important. Overall. A 2/10 for the service support and install. So far, a 7/10 for the product. I think they have something in the long run...but I believe that what they have is not unique nor does it have a strong sustainable advantage. A competitor will come that executes better than them and does not force the subscription model...that is a sign of someone that thinks they will never have a competitor.

I had contacted the company based on having a leak in my mattress after several years of use. They immediately responded and issued me a replacement. It has been really one of the best customer service experiences I've ever had with a company. Based on my experience, just with this alone, I would purchase from this company again. Really excellent job.

We have two of their beds and are going on year 4 with them. I literally don’t want to spend the night out anywhere because I love this bed so much. We have had leaks in both of our beds and both were resolved quickly and easily. Your customer service is exceptional!

We just got everything setup. The first night was amazing. My wife won't stop talking about it. I will keep this review updated.

The product itself is great. I don't like to sleep with AC, and this is the perfect compliment to my bedroom fan. I stack the cost up against owning/running an AC in the Bedroom. About a year in, my metrics stopped working, probably a faulty sensor. Quick troubleshooting, and didn't give me the runaround - replaced and back in business.