r/Orion_Sleep

Really want to like them as the system seems cool and the sleep test was a nice touch but my shipping just got pushed out AGAIN…..3+ weeks at this point…considering just pulling the plug

I recieved my Orion July 30th, and has functioned as advertised for 14 nights. Not sure if it coincided with an app update, but Friday night my unit was acting somewhat strange, but still worked. Last night my unit was not cooling properly. One side could not get below 73 degrees when it was set for 68. It would get there and then the temperature would rise to 80 then repeat the cycle. The other side which was set for 73 would go to 68/69 and then have to heat up to its set temp of 73. I understand things can break and all, but it's how it is handled that can make or break a business that is trying to grow. I messaged support after midnight and was conversing with Allen for over an hour troubleshooting. While the issue was not resolved last night, he believed it was a software issue. This morning I was communicating with Scott. I informed him what i tried doing and all the steps I did to try and figure out what was happening. At 9pm tonight Allen messaged me and told me the engineering team found an issue and sent out an update to hopefully fix the issue, which potentially affected many users. So far my unit now appears to be working properly, and hopefully it continues. I do appreciate and find refreshing the ability and responsiveness of the live human support. I have enjoyed my Orion up unitl last night. While last nights experience of it not working has put a dampen on the purchase and my trial so far, the support and communication was a positive experience. Hopefully this fixes the issue i was having (and maybe others too), but I do hope Orion continues to provide the customer support they currently have. So when things go wrong, a proper response can actually be turned into a positive experience.

Received an email about a purification tablets order created on July 26th. Order page doesn’t seem to load, nothing in the mail. Are they coming?

After months of research, I finally settled on purchasing the Orion Sleep System. I placed an order on 7/27. Well, it's nearly three weeks later and the item still hasn't shipped.

7/31: An online chat agent told me that they typically ship out a week after ordering and that he would prioritize my order. lol, sure.

8/2: I received my first email stating that, "Right now we’re seeing fulfillment land within 14 days of ordering, and yours is in the queue." That was 12 days ago (19 days since I placed my order).

8/10: I received another email stating my order was still in the queue.

8/12: An online chat agent left me waiting for 45 min while she checked on my order status. She eventually came back and offered me free Parachute Sheets.

As a new customer, this undoubtedly left a sour taste in my mouth. A $2600 purchase is not an insignificant one. Be more honest and upfront with your customers about shipping times, low inventory, slow supply chains, or whatever the holdup is. Inaccurate or vague emails stating that my order is still in the queue are not helpful.

Edit: Scott from Orion messaged me quickly after posting this and was extremely helpful and responsive. It looks like their next batch of orders is due to ship out August 20.

Spoke with online customer service and they said the unit was functioning properly. That the temp dropped form 81 to 70. while we were chatting. THe outside temp is 70 and the unit makes my room feel like 90 degrees.
My app says 84, the unit is producing tremendous heat. I have a window open and a fan on the unit to try to cool it ok. The bed is not 70. Defiently feel like a couple of months ago when the unit was bad and they had to send a replacement. I spent 45 with chat support and Mischelle responded twice.
I understand that things dont always work, but to gaslight me and say the unit is functioning properly is crap. The best thing Orion had was customer service unfortunately its just not up to par.

Over the past few weeks I've noticed alerts from the app that Orion Intelligence changed my temperature settings from X to Y, and there's no way to not accept the changes! What's worse, there's no record of what my set values were before, so I'd have to guess at the figures to set them back.

Back when I first got Orion, I spent a few weeks testing and adjusting temperatures to my liking and now I'm finding myself waking up at strange times of night 😭 I think a better UX would be to provide notifications that optimizations are available, and I can check out what they are in the app compared to my existing settings, and agree or disagree with the changes.

Right now it's like having a thermostat with a rogue AI making unwanted changes to MY settings and honestly I just want to opt out! Thoughts from other users about this feature?

Anyone else seeing their app is saying the device is offline?

Any update on when these will ship? I keep getting told it’s next month in DMs with someone on the team but haven’t heard back after checking in. I get that folks are busy, but just wanted to know what’s up here !

What type of bed frame or headboard does everyone have that allows the Orion tubing to connect to the tower? I’m having issues with my mattress sliding down and the slats in my bed frame shifting and need to reconfigure but can’t figure out what type of bed frame or headboard would possibly make this functional. I’ve already had to move my nightstand to accommodate the short tubes I’m not sure how else to make this functional before I just have to consider a return.

We had a little one that had an accident on our pad. What’s the best way to clean it? Specifically, is it machine washable?