Complaints

This profile includes complaints for Sleep Number Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Sleep Number Corporation

  1001 3rd Ave S Minneapolis, MN 55404-1096

  
• 

  Sleep Number Corporation

  4840 McKnight Road Suite A Pittsburgh, PA 15237

• 

  Sleep Number

  27879 Chagrin Boulevard Woodmere, OH 44122

• 

  Sleep Number

  1595 Glidewell Dr Ste 101A Burlington, NC 27215

• 

  Sleep Number Store

  4389 Tamiami Trl N # 27 Naples, FL 34103

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bed with this company back in November 2022. I was offered a 0% interest rate for 48 months. I am a Disabled Veteran with a Traumatic Brain Injury and I also have medical issues with my back. The bed took over a month to arrive and then I was given my receipt. Being that I have a Traumatic Brain Injury, I did not notice until most recently that I had been overcharged, the Representative who originally helped me put down the wrong financing options that I was offered, and he had also added in an optional card security account without my authorization that also added years of additional costs to my bill. When I called Sleep Number about this they were extremely rude to me, and they did not listen to my entire complaint. They only issued me a partial refund saying I did not cancel the security after the 90 day time frame. I am now paying almost twice the amount of my original cost, with the interest fees and the security that I never originally purchased. I also got rid of the bed last year bc it made my back worse, it gave me headaches from the smell of the plastic and now I am in a financial crisis due to my limited amount of money that I have coming in as a Disabled Veteran, and I have been trying to figure out this bill without some person who can hear my complaint and resolve my issue. I need immediate assistance to get this resolved or I am going to end up homeless due to paying for a bed I believe is already paid for by my original contract, without the optional security added, as well as the corrected interest amount of 0% for 48 months, not for 12 months as was indicated on the receipt given to me 1 month after I had already placed my order, due to Sleep Number not having the item in stock. I also noticed fraudulent activity on my account from 2/6/24. There is a purchase and security charges for the same exact mattress I originally bought. Something is wrong with their system I need help please.

  Business Response

  Date: 04/14/2025

  April 14, 2025
  
  Better Business Bureau of ********* & ************
  
  RE:*** ****
  Case #********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, *******.
  
  We appreciate *** **** reaching out and would like to address the details of her complaint.The order was placed online without the assistance of a sales representative on 12/12/2022. At the time of purchase, the finance options offered on the C4 360 smart bed model was 24-month financing with free home delivery. The customer chose to proceed with this option through our website.
  
  We do not have optional card security at the point of sale. We suggest *** ****reach out to ******************* for further information pertaining to optional card security. The second bed was also ordered online on 2/07/24 and *** ****used her reward points toward her purchase. She called in on 2/12/2024 and cancelled the order. Theres no mention of fraud on *** ***** account. We sympathize with *** ***** condition and have thoroughly reviewed the account and addressed all concerns.
  
  
  Best Regards,
  
  ****** H
  
  Executive Team Consultant 
  

  Customer Answer

  Date: 04/14/2025

   I am rejecting this response because:
  
  I am in touch with ************** and the information that they have on this Sleep Number/************** Account is ALL wrong!! The total amount is completely wrong, they have accrued the highest interest charges, and they added in the security fees, therefore I have been paying phenomenal fees when in actuality I know I already paid you in full even for the 24 months of 0% promotion. Could you contact ************** and get rid of this bill for me? To date, I have paid over $480, and since I am a Disabled Iraq Veteran, I am limited with my finances. I got rid of the bed last summer, it only made my back injuries incurred from **** much worse, and the smell of the mattress itself smelled like plastic giving me migraines on Top of my Traumatic Brain Injury. According to April 9, 2025 Bank Statement, the bill is $4325.09, but I made a payment in April in the amount of $160.00. 

  I never was charged the correct amount from the beginning of my bill, the amount is incorrect, and then by adding security charges and high interest rates, it did not lower my bills to show that it was completely paid off!! Please help me get this bill dissolved already and get me the refund for my overpayment. 

   

  Business Response

  Date: 04/14/2025

  April 14, 2025
  Better Business Bureau of Minnesota & ************
  RE: Ms. ************ #********
  
  Dear Better Business Bureau:
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. **************** position remains the same, We appreciate Ms. ********* reaching out and would like to address the details of her complaint. The order was placed online without the assistance of a sales representative on 12/12/2022. At the time of purchase, the finance options offered on the C4 360 smart bed model was 24-month financing with free home delivery. The customer chose to proceed with this option through our website..
  
  We do not have optional card security at the point of sale.We suggest Ms. **** reach out to ******************* for further information pertaining to optional card security. The second bed was also ordered online on 2/07/24 and Ms. **** used her reward points toward her purchase. She called in on 2/12/2024 and cancelled the order. Theres no mention of fraud on Ms. ***** account. We sympathize with Ms. ***** condition and have thoroughly reviewed the account and addressed all concerns.
  
  
  Best Regards,
  Executive Team Consultant  

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i purchased a sleep number bed in January of 2024. they delivered a broken bed that took 3 months to fix in home. 4 service appointments. 3 different parts were replaced in home on the new bed. in April 2025 2 more parts broke ( one of the ones they replaced previously). i called to have it repaired and they want to charge me $490 to repair the bed that is less than 15 months old and i still owe $6000 on. i originally tried to return the whole bed but their sales contract is written to prevent this. this is a predator company with a bad product.

  Business Response

  Date: 04/10/2025

  April 10, 2025 
  Better Business Bureau of Minnesota & *****************;
  RE:
  Case # ********
  Sleep Number Customer # ****
  
  Dear **********************: 
  
  Thank you for the opportunity to respond regarding the complaint of our customer,Mr.*****,
  
  The customer purchased a bed that was delivered on 1/8/2024.  The customer has a 1/15 limited warranty which covers any replacement parts and a technician to install parts at no cost for the customer during the first year.  Additionally,our warranty parts carry a one-year guarantee so if the part fails, we will replace it at no cost within the first year.  After the installation of necessary parts on 3/29/2024 there was no further contact with customer service indicating that all issues were resolved.
  
  On 4/9/2025 the customer reached out, indicating they were experiencing an issue with air loss.  The customer completed troubleshooting and called back on 4/10 at which time we determined the part needed for replacement.  We are happy to assist the customer with replacement parts under the terms of their 1/15 limited warranty which requires that the customer pay a portion of the cost for replacement parts.
  

  Best Regards, 
  Executive Team Consultant 

  Customer Answer

  Date: 04/16/2025

   I am rejecting this response because:
  Sleep number response 
  
  
  This is the same statement that has been repeated over the phone for the entire history of my purchase of the defective bed. 
       This scripted response hasnt changed ,obviously I have only been talking to people who have no authority to speak on behalf of the company, only parroting the company line. 
         I am a 100 percent disabled veteran. I do not have the ability or extra money to repair this defective bed. 
      At the current rate of things breaking and cost mounting to an exorbitant fee the overall price for the bed will likely surpass any sale price I received. 
          The advertised warranties that i purchased the bed under included a mattress that would last approximately 15yrs and the option to return the bed within 100 nights if not satisfied is false. This originally attracted me to the bed.  In the 15 months i have had  the bed ,  in total I have 5 defective parts to deal with.  It was delivered broken and has continued to break for a total of 5 parts including parts that have  already have been replaced. once.  This is not a warranty this an over priced service maintenance plan which consists of mailing parts to customers and referring them to U-Tube to Do It Yourself, which i did not agree to when I purchased this bed.  
       This is now a health and safety issue as I have had numerous medical procedures in the past 12 months and cannot use the bed nor pay to have it fixed.  I purchased this bed to facilitate my recovery, now forced to sleep in a chair or on the floor. 
        I am not satisfied with the response or your joke offer. You do not have a consumer warranty you have a predatory company contract and warranty designed to steal from and victimize people. If this is the companys final position please state it so I can proceed to the next level and not waste any more of my time. 
  
  

  Business Response

  Date: 04/17/2025

  April 17, 2025
  
  Better Business Bureau of Minnesota & ************
  
  RE:Mr. ****
  Case #********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr.****.
  
  Our position remains the same. We are happy to assist the customer with replacement parts under the terms of his 1-15-year limited warranty which requires the customer pay a portion of the cost for replacement parts. We do provide the option for self-installation. If the customer request a technician, the customer is responsible for the cost of service or installation of replacement parts after the second year of ownership. If a warranty replacement is needed, it is pro-rated after the first year of ownership. Mr. ***** prior issues were resolved,and we have not heard back from him in over a year. We are happy to assist with a resolution within the terms of his warranty. We encourage Mr. **** to follow up with our customer service team for further assistance.  
  
  
  Best Regards,
  
  ****** H
  
  Executive Team Consultant 
  
  

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been having issues with the bed connecting to my wi-fi and Bluetooth to control my bed this is not the first time with this complaint if I loose my wi-fi connection I will not be able to control my bed I rest my phone To factory conditions reinstalled the app and it still will not pair with the Bluetooth The light will blink like they tell me it well and then when it goes to para keeps failing time and time again when the technician comes after they charge me another $190 and this will be either the third or fourth time that they will do this and I try telling them on the phone that it doesn't stay connected they don't believe me I don't know but it's very frustrating I didn't spend over almost $3,000 for a bed for this to be happening they refuse to fix it or help me I'm a disabled veteran it's hard to get to where it is to pair it with Bluetooth to begin with it seems like every time they are giving me the runaround I try to explain things to them and then I get upset I think that's only natural I do not use any derogative statements or any foule language or yelling at them on the phone. I'm writing you to help me get a resolution to the my problem with Sleep Number I keep going over and over with them and they will not listen to me if you could help me that would be wonderful and I've been having nothing but issues with this bed and they will not exchange it for a new one that works I also had the base break on me and it wasn't my fault and I had to spend $150 to $190 for them to fix it also thank you for your help and I really appreciate what you do for us customers I appreciate it

  Business Response

  Date: 04/16/2025

  April 16, 2025
  
  Better Business Bureau of Minnesota & ************
  
  RE:Mr. ****
  Case #********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr.****.
  
  Since filing this complaint, a member of our Executive Team has reached out and left a voicemail to work on a resolution. We sincerely apologize for the inconvenience and frustration this issue may have caused. We encourage Mr. **** to respond to his voicemail.
  
  Best Regards,
  
  ****** H
  
  Executive Team Consultant  

  Customer Answer

  Date: 04/16/2025

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sleep number bed in January 2025. I was told at the store that the next availability for my bed to be delivered was on March 5, 2025. I was a little shocked that I had to wait 2 months for a bed. Just for it to be delivered. I did ask if I can pick it up myself, but the representative at the store said no. So when that day finally came we were excited, but that lasted for just a moment. After we set up the bed to our bed levels it didn't work, it had a mind of its own. Once we fell asleep and my husband got up for work his side of the bed was literally flat to the baseboard. And I ended up rolling over unto his side of the bed every night when he leaves because the bed loses its air pressure and I'm higher than his side, and gravity makes me roll on his side.I have called **************** and like the others who have filed on this BBB website against sleep number we have the same issue, they put you on hold for 30 minutes then hang up on you, because you're waiting to talk to a supervisor. I am upset/angry because of there false advertisement, "100 day sleep trial" 15 year warranty. And they charged me an extra $250.00 to deliver my bed and when I asked customer service that I want to return the bed because of the problem, they said it will be another $250.00 for a pickup fee!? I literally couldn't believe this after waiting 2 months for this bed and I only had it in my possession for 1 month. I told him that this was very unfair and at signing for the bed at the store, we were not informed that if we didn't want the bed we will be charged again $250.00 for a return??.Please help...I'm still within the 100 day trial period and the bed was not working from the first day I received it.

  Business Response

  Date: 04/10/2025

  
  April 10th, 2025
  Better Business Bureau of Minnesota & *****************;
  RE: ****
  Case #********
  ? 
  Dear Better Business Bureau:
   
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr.**** 
  Our sales professionals are trained to lead with transparency and ensure that all customers understand the contours of our return policy.  We do try to be as clear as possible in our language on terms and conditions to ensure it's clear to everyone. We stand by our policy as presented to the customer. The first paragraph of the Terms and Conditions clearly states that the customer is responsible for the shipping and return fees. We do provide a copy of the terms and conditions at the point of sale. We stand by our product, and we are more than happy to assist the customer with the air loss issue under the terms of their 1/15 limited warranty. We sincerely apologize for the inconvenience and frustration this issue has caused. 
  
  Best regards, 
  Executive Team Consultant 
  
  

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I ordered a sleep number i8 queen with a flex 3 base. As a disabled veteran sleep has always been a challenge and was excited about the purchase. the bed was delivered on 3/27 and my wife and I quickly recognized that the size of being a queen was not going to work and our sleep was actual y not better. on the following Friday 4/8 i called customer support to initiate a return. After sharing that the issue was the size and the sleep quality is not better i was peddled additional products. referring back to a mattress pad wont make the bed bigger. I was then told about the 30 day policy. Today just found out that they will not return the base. they mislead at every aspect and dont clearly state especially online about the flex 3 being final sale. they push their 100 day bs knowing hat everyone is locked in once the deliver occurs! we are talking about the biggest scam and no one is doing anything about it. I want to return the bed and base and get a full refund

  Business Response

  Date: 04/08/2025

  April 8th, 2025 
  Better Business Bureau of ********* & *****************;
  RE: *****
  Case #*********
  ? 
  Dear Better Business Bureau: 
  
  Thank you for the opportunity to respond regarding the complaint of our customer, ********,
   
  Our sales professionals are trained to lead with transparency and ensure that all customers understand the contours of our return policy.  In this situation, ******* was aware of the policy, there are terms and conditions customers are required to read and check off before they complete their purchase online and he chose to proceed with his purchase.  We do try to be as clear as possible in our language on terms and conditions to ensure it's clear to everyone. We stand by our policy as presented to the customer. If customers are not completely satisfied, they are eligible for a one-time exchange within the first 100 nights.
  
  Best regards, 
  Executive Team Consultant 
  
  

  Customer Answer

  Date: 04/08/2025

   I am rejecting this response because:
  

  The product tht sleep number are unclear about and mislead in every discussion and have done here as well is that the EXCHANGE does not include the Base. the language is hidden about that piece and as they hve simplified in their response you have 100 days to trial the bed which is only the mattress. Thats is the scam that is the lack of transparency. I called on day 8 to return the product and was approached by ordering more over priced garbage which does not resolve the size issues. after i refused the ***** product then I was told I have to wait 31 days and only through research and reviews did we find out about the base not being part of the bed WTF!!   Scam artist how is this okay and s**** your legal hidden jargon

  
  

  Business Response

  Date: 04/09/2025

  April 9th, 2025 
  Better Business Bureau of Minnesota & *****************;
  RE:*****
  Case #*********
  
  Dear Better Business Bureau: 
  
  Thank you for the opportunity to respond regarding the complaint of our customer,Mr.*****,
  
  A member of the Office of the Executive Team will be reaching out to the customer within ***** hours to discuss the customers complaint and request further.  We encourage the customer to work with the individual to come to a resolution.
  
  Best Regards, 
  Executive Team Consultant 

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Feb 16th, 2025. Total spent was $5000. ***** was my salesman, and it wasn't a great experience at all. Initially we were going around shopping for mattresses, and started at Sleepnumber. We tried a few beds out, which was fine, but when it came to wanting to leave to try others, that's when he started to try and pressure us into buying there. We eventually left, and then not even 5 minutes later, I received a text pressuring me again. Eventually we went back to Sleepnumber that same day, because we felt that was the best bed for us. We were told that if we weren't happy, then we could return it. It wasn't explained that the frame wasn't included in the returnable items. He also said it was a 15 year warranty, but didn't mention that it was actually a 1 year full warranty, and a 14 year prorated warranty. I asked directly if the financing was a credit card, and he told me no it wasn't. Naturally, a few weeks later, I get a message from Credit Karma stating my credit dropped over 40 points because I maxed out a credit card, then received a Sleepnumber credit card in the mail. The bed itself wasn't comfortable at all, and felt completely different than the one we laid on in the store. **************** refused to return the base because I signed a "contract" that they have you initial in the store really quick while you're doing other paperwork. She basically told me to pound sand because instead of reading all the fine print, I trusted their employee to not lie to me. Awful customer service experience, and helped with nothing. From my understanding of what ***** told me, the frame was returnable if I didn't like it, and it was just a full 15 year warranty. Plus on top of them not taking the frame back, they charge a $250 delivery fee, and a $250 return fee, and charge tax on top of both. So now I'm just out over $2,000 with nothing to show for it except for a frame I won't use. ***** employees working for an even ***************. The whole company feels like a scam.

  Business Response

  Date: 04/08/2025

  April 8th, 2025 
  ? 
  Better Business Bureau of ********* & *****************;
  ? 
  RE: ******
  Case #********
  ? 
  Dear Better Business Bureau: 
  ? 
  Thank you for the opportunity to respond regarding the complaint of our customer, *******. 
  

  Our sales professionals are trained to lead with transparency and ensure that all customers understand the contours of our return policy. We stand by our policy as presented to the customer.?The first paragraph of the Terms and Conditions clearly states that the customer is responsible for the shipping and return fees. 
   ?? 
  We do not offer or advertise a 100-night risk-free trial on adjustable bases.? Although we do offer a 100-night trial for our smart beds, this trial is limited and does not extend to adjustable bases, which are non-returnable.? This is clearly presented in our Terms and Conditions of Sale, which were signed by ******* at the time of the purchase.?The terms are sent home with the customer to review. Notably, our adjustable bases can be used with most mattresses sold on the market today not just Sleep Number smart beds.?  A copy of the signed and initial terms and conditions are available upon request. 
  ? ? 
  Best regards, 
  Executive Team Consultant   
  

  
  

  Customer Answer

  Date: 04/08/2025

   I am rejecting this response because: You're so focused on your terms and conditions in your book, that you keep ignoring the fact your salesperson used misleading tactics to sell a bed. Not to mention you also keep ignoring the fact that he straight up lied about it not being a credit card, but that parts never brought up or responded to by any of your responses here or on ******. Its always just how the frame isn't returnable. It's a combination of all of it that I'm upset with, not just the frame. It's not explaining the terms of the return properly, not explaining the warranty properly, and how he lied about the credit card. On top of his sketchy sales tactics. If the sales person can't explain everything how they should, and I'm going to have to sit for hours reading your terms and conditions anyways, you should just get rid of all your sales people. I should be able to trust that YOUR salesman isn't misleading me or trying to be deceptive to make a sale.
  
  
  

  Business Response

  Date: 04/09/2025

  April 9, 2025
  
  Better Business Bureau of Minnesota & ************
  
  RE:*** ***
  Case #********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, ******.
  
  Our position remains the same. In this situation, *** *** was aware of the policy,initialed and signed reflecting his understanding, and chose to proceed with his purchase.  We do try to be as clear as possible in our language on terms and conditions to ensure it's clear to everyone. We stand by our policy as presented to the customer. The second to last paragraph of the Terms and Conditions clearly states information pertaining to promotional/financed purchases through ******************* or ************** which are governed by your agreement with them as the card issuer. Available promotional financing plans change over time. If you are financing your purchase, details of the plan you selected are listed below and are also available from the card issuer.
  
   We do not offer or advertise a 100-night risk-free trial on adjustable bases. Although we do offer a 100-night trial for our smart beds, this trial is limited and does not extend to adjustable bases,which are non-returnable.  This is clearly presented in our Terms and Conditions of Sale, which were signed by *** *** at the time of the purchase.  *** *** specifically initialed next to bold print in the Terms and Conditions of Sale that states the base is a final sale.
  
  We do provide a copy of the terms and conditions at the point of sale. The limited warranty is also addressed in terms and conditions. We provide a website link for our complete details that outlines the contours of our 1-15-year limited warranty. We also provide a percentage cost breakdown for each year owned. *** ***could have cancelled his order at any time before delivery if he disagreed with the terms outlined.
  
  
  Best Regards,
  
  ****** H
  
  Executive Team Consultant  

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Adjustable Bed for a split king. Since the purchase of this bed, we have had issue after issue. The motor has stopped working 3 times now and replaced. Today I contacted their support team about the issues and was told that I need to pay a prorated fee for the motor, and for someone to come out and replace it. As stated before, the bed has been an issue beginning several months after purchase. I asked the young lady why I should have to pay for a new pump when there were issues at the beginning. It is not just the pump with issues. There are many other issues: Responsive Air, bed adjusting to movement, the device switching names with the side, sleep number score setting, and Flex Fit Base.

  Business Response

  Date: 04/04/2025

  April 4th, 2025 
  ? 
  Better Business Bureau of ********* & *****************;
  ? 
  RE: *****
  Case # ********
  Dear Better Business Bureau: 
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr.***
  
  ?The warranty for the customers adjustable base is a 1/15 limited warranty which includes replacement of parts or products at no charge to the customer during the first year of ownership, including labor.  After the first year if parts are needed, the customer is subject to a prorated cost.  Beginning in year number two, the larger portion of the cost is incurred by the adjustable base manufacturer and the smaller portion of the cost is paid by the customer.  Progressing through the years of ownership, the customers portion of the cost increases and the companys portion decreases.  The cost for labor to install parts is the customers responsibility after the first year of ownership. Mr. **** purchased his mattress and base 4/13th/2022and  did not report any issues concerning his adjustable base until 10/11/2023. If you have further questions related to your adjustable base warranty, please reach out the adjustable base manufacturer at ************** between the hours of 8am to 8pm EST Monday Friday or 10am 3pm EST on Saturday. 
   
   
  ?Best regards, 
  
  Executive Team Consultant   

  Customer Answer

  Date: 04/07/2025

   I am rejecting this response because:
  As stated I have had many issues with this bed. The statement about the first reported issues is incorrect. It is obvious that the bed quality is poor. Most people expect a product to last more that 12 to 15 months before having major issues. Long term quality is poor and the mean time between failure is low. The beds are too expensive to not be durable and reliable. It will take to social media and let others know about the product durability and reliability. 

  *******

   

  
  

  Business Response

  Date: 04/08/2025

  April 8th, 2025 
  ? 
  Better Business Bureau of ********* & *****************;
  ? 
  RE: *****
  Case # ********
  ? 
  Dear Better Business Bureau: 
  ? 
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr.****, 
  ? 
  Our position remains the same.  We will be happy to continue supporting the mattress under the terms of the Limited warranty. To address the customer's concern ******** will have to reach out to Sleep Number customer service. We can be contacted Monday-Friday 8:00AM-4:30PM and Saturdays 10:00AM-2:00PM central time at **************.   
  ?  
  
  ? 
  Best regards, 
  Executive Team Consultant   
  
  

  Business Response

  Date: 04/08/2025

  April 8th, 2025 
  ? 
  Better Business Bureau of ********* & *****************;
  ? 
  RE: *****
  Case # ********
  ? 
  Dear Better Business Bureau: 
  ? 
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr.****, 
  ? 
  Our position remains the same.  We will be happy to continue supporting the mattress under the terms of the Limited warranty. To address the customer's concern ******** will have to reach out to Sleep Number customer service. We can be contacted Monday-Friday 8:00AM-4:30PM and Saturdays 10:00AM-2:00PM central time at **************.   
  ?  
  
  ? 
  Best regards, 
  Executive Team Consultant   
  
  

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3-22-25 I purchased an I8 Sleep Number Mattress at the ***************************************** which was delivered to me on 3-27-25. Approximately 1 to 2 hours after laying on the mattress my lungs started to hurt when I inhaled, then I got a headache, sore throat and my eyes were burning. I noticed a strong smell emanating from the mattress similar to paint. I googled sleep number mattress bad smell and learned that their mattresses produce off gasses. A term I have never heard of and was not disclosed to me at the time of purchase. I contacted customer service and told them I wanted a FULL refund of $4,230.70 since the mattress made me literally sick. They told me they werent authorized to give me the full refund and told me to hold on while they transferred the call to a supervisor. Then after I waited on hold for 30 minutes they disconnected my call. I called back again spoke to someone else and the same thing happened. I contacted the store where I purchased the mattress he told me not to worry that someone would contact me but no one ever did. You cant keep $250 when the mattress is literally making me sick.

  Business Response

  Date: 03/31/2025

  March 31, 2025
  Better Business Bureau of Minnesota & ************
  RE: Ms. ************ # ********
  

  Dear Better Business Bureau:
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. ***********
  Ms.  ****  spoke with a member of our Executive team, and we were able to come to a mutually satisfactory solution.  We sincerely apologize for the customer experience and are using her feedback for coaching opportunities.  We encourage ****** to contact our representative should she need anything further. 
  

  Best regards,
  Executive Team

  Customer Answer

  Date: 04/01/2025

   I am rejecting this response because:
  
  It has not been resolved. The driver never showed up to pick up the mattress. I had to physically place the large heavy mattress in a mattress bag and drag it onto my patio to avoid getting more sick from the toxic fumes.  Sleep Number Corporation refused to allow me to drop the toxic mattress off at their store. *** **** a member of Sleep Number Team arranged for the pick up that never happened. I also explained to *** that it is currently raining here and that the mattress is in a plastic bag on my patio. *** told me they would not be able to pick up the mattress if its wet. I explained to *** the mattress is in a plastic bag and would not be wet not be wet if Sleep Number Corporation would have allowed me to drop it off at their store. I  now asking for an additional $250, the amount Sleep Number Corporation would charge me if I was not home for the pick up, because that is Sleep Numbers policy. The pick up is now arranged for Friday and its supposed to rain again. 

  Business Response

  Date: 04/01/2025

  April 1,2025
  Better Business Bureau of Minnesota & ************
  RE: Case #********
  Sleep Number Customer # ****
  
  Dear **********************:
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms.****.
  
  Ms. ***was told we can pick up the mattress on 4/4. We do not allow any customers to return our bed to the **********************, they are return the same way they are delivered,by our techs. Placing the mattress outside in the rain would void the customer warranty if the mattress is ruined. Per the customer request she was actually scheduled for 4/2 and per her words She is asking for Friday, but it must be between 8am-12pm or after 2pm. She doesnt want to cancel or reschedule her clients No additional compensation will be provided to the customer, and she has a scheduled date for return.
  Best Regards,
  Executive Team Consultant
  

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a sleep number mattress little over 2 years ago. Has developed noticeable sag on the side I sleep on. Talked to customer service, 30 minutes trouble shooting, they said yes, probably need to replace air pump (or something like that) which was covered under warranty, and this should not happen. Part free, but I had to pay $190 for technician to install. Would not be billed for warranty service on car or appliance, amazed on a relatively new mattress to be told if do not pay fee they do not repair. Escalated to customer service manager and told fee not waived, asked about arbitration vs. small claims and was told do what you want, but no arbitration. Need assistance.

  Business Response

  Date: 03/31/2025

  March 31, 2025
  Better Business Bureau of Minnesota & ************
  RE: Mr. ************ # ********
  

  Dear Better Business Bureau:
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. ***********
  Since filing this complaint, a member of our **************** team has reached out by email to work on a resolution.  We encourage Mr.**** ******** respond to the email.
  

  Best regards,
  Executive Team

  Customer Answer

  Date: 04/01/2025

  I did respond to their email, and we set a time today between 9 and 11 pacific time to call.  They never did.   I have heard from others via social media with the same issue of poor manufacturing of the mattress, and poor customer service and support.   At this time, even though I paid $3000 for this mattress a little over two years ago, will just have to replace it with one from a company that provides better quality and MUCH Better customer support.  I do ask that you flag this as a dissatisfied customer so other consumers can be aware and avoid their products.   Thank you for the opportunity provided, and for the services you provide.

  Regards

  ****
  

  
  

  Business Response

  Date: 04/01/2025

  April 1, 2025
  Better Business Bureau of Minnesota & ************
  RE: Mr. ************ # ********
  Dear Better Business Bureau:
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. ***********
  Since filing this complaint, a member of our **************** team has reached out by email to work on a resolution.  We encourage Mr.****  to respond to the email.
   Best regards,
  Executive Team

  Customer Answer

  Date: 04/02/2025

   I am rejecting this response because:  I did respond to their email, and they have offered to do the repair at no cost--which was my request.   The reason I reject for now is that the repair is scheduled for Wed of next week and do not want to close it until the repair is completed at no charge.   Thank you.
  
  
  

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sleep Number was not fully transparent about the inability to return a mattress base when buying Botha mattress and the base. After speaking with their customer service department over the phone, they informed me for the first time that the base is nonrefundable. Their bases cost over $3,000.00 and are only willing to accept a return of the mattress that was purchased. This is a predatory business practice by Sleep Number used to manipulate people into trying a bed set that is fully returnable and refundable within the first 100 days of use, but then not being fully truthful at the time of purchase about the customers inability to get a full refund for both the bed and the base.

  Business Response

  Date: 03/31/2025

  March 31, 2025
  Better Business Bureau of Minnesota & ************
  RE: *** ************ # ********
  Dear Better Business Bureau:
  Thank you for the opportunity to respond regarding the complaint of our customer, *** ***********
  Our sales professionals are trained to lead with transparency and ensure that all customers understand the contours of our return policy.? In this situation, the customer was aware of the policy, initialed and signed reflecting his understanding, and decided to make his purchase.? We stand by our policy as presented to the customer.???
  We do not offer or advertise a 100-night risk-free trial on an adjustable base.? Although we do offer a 100-night trial for our smart beds, this trial is limited and does not extend to adjustable bases, which are non-returnable.? This is clearly presented in our Terms and Conditions of Sale, which were signed by *** ***** at the time of the purchase.? *** ****could have canceled the delivery to avoid the final sale terms.
  Notably, our adjustable bases can be used with most mattresses sold on the market today not just Sleep Number smart beds.? We provide an alternative mattress attachment mechanism that will make using the adjustable base with other mattresses simple and easy. 
  Best regards,
  Executive Team