Business Profile

Bed Sales

Sleep Number Corporation

Headquarters

Complaints

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

Customer Complaints Summary

1,114 total complaints in the last 3 years.
337 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/09/2025
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 have purchased (3) Sleep Number beds from the ***************************************************** (Lenexa, **). I requested a technician service call to possibly repair OR replace part that is not working. I was told I would have to pay $190 BEFORE technician would address problem. I explained I would pay the $190 when technician was here - NOT BEFORE! As an example, no one pays for an oil change, etc days before work is done!!! I have NEVER paid a fee IN ADVANCE - no one I know would either!!!! This is an absurd policy and a rip off! Sleep Number should support & stand behind their repeat customers. What can be done? I need the repair but will pay ONLY PAY WHEN TECHN ***** is HERE. NO OTHER REPAIR COMPANY DOES THIS - PLEASE ADVISE ****. MANAGER (****) AT LENEXA STORE OFFERED NO RESOLUTION THAT WAS HELPFUL
Business Response
Date: 07/09/2025
July 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, *******.

Since filing this complaint, a member of our Executive Team has reached out by email and would like the opportunity to work with *** **** and assist with resolving her air loss issue within the terms of her 220-year limited warranty. *** ****purchased her bed on 7/21/2010. 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 2nd year of ownership.

We apologize if there is any confusion regarding setting up a service visit. We do require payment up front. The service visit would be a diagnostic visit only. A troubleshooting process has been emailed to *** **** to assist with saving her time and money. Once we determine if its a pump issue or air chamber issue, we can order the correct replacement parts. Warranty replacements are a final sale and are normally self-installed. We strongly encourage *** **** to respond to our email.

Best Regards,

****** H

Executive Team Consultant
Customer Answer
Date: 07/09/2025
I am rejecting this response because:
Business DID NOT adequately address my complaint about outrageous fee of $190 just to have someone come to assess issue AND then have to pay an additional $190 to install any replacement part IF ONE IS REQUIRED!!
This bed is still under warranty but they are pro/rating any parts that may need to be replaced. Additionally wanting to charge me $190 for them to install. Their policy DEFIES LOGIC!!!!
NO OTHER BUSINESS DOES THIS!!!!Example does car dealer charge ti do diagnostic if car is under warranty? Do appliance dealers charge ? Appliance dealers charge a TRIP CHARGEDAY OF APPOINTMENTNEVER AHEAD OF APPOINTMENT and that trip charge IS APPLIED TO REPAIR!!
RIP COMMON SENSE
Initial Complaint
Date:06/19/2025
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.
Had bed delivered May 23, it was defective. Called CA for complaint/repair on May 28, given date of June 9, no show no call, called general CS and directed to general dispatch who told me they forgot to call and let me know not coming. Then given a new date of July 8, 30 days after a no call no show.. lets not forget get this is an air mattress that wont inflate.. asked to return, told it will cost me 249 bucks..now date changed without a call to me until July 22.. and cant get a refund for 10 business days until after return..Delivery May23, defective No call no show June 9 for someone to look at the *********** Date of July 8, pushed to July 22..61 days from delivery to ANYONE from Sleep Number to even look at their defective product w no refund possible until at Least ******** do not buy their products jmo. You have been warned..
Business Response
Date: 06/19/2025

JUNE 19, 2025

Better Business Bureau of Minnesota & North Dakota

RE: ****
Case # 23482578.

Dear Better Business Bureau:

Thank you for the opportunity to respond regarding the
complaint of our customer, Ms. ****.

**** needs a new air chamber for his bed. He declined the
service and set up a return.
The return is now scheduled for pick up on 7/8.

An adjustment has been made to the home delivery and pick up
cost.

Executive Team Consultant
Customer Answer
Date: 06/19/2025
I am rejecting this response because:

I did NOT reject repair. The company failed to show up or call on June 9 for the pre schedule repair. I rejected the shipping and repair of a BRAND NEW BED ON MY OWN as I have no idea how to do it nor do I trust the company would honor the warranty if I did the repair.
my pick up date has been moved 6 times now, and yesterday, Wednesday, I informed dispatch that July 8 was NOT an option as I’m out of town. It was scheduled for July 22, I have the email and text, only to be changed AGAIN today to July 8 without my consent.. this is obviously how the company works and it’s absolutely terrible
Business Response
Date: 06/20/2025
JUNE 20th , 2025
Better Business Bureau of Minnesota & North Dakota
RE: ****
Case # 23482578.

Dear Better Business Bureau:

Thank you for the opportunity to respond regarding the
complaint of our customer, Ms. ****.

The return is now scheduled for pick up on 7/22 at the
customer request.
Executive Team Consultant
Initial Complaint
Date:06/19/2025
Type:Delivery 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.
The beds are great, but the customer service is terrible, and the delivery drivers even worse. I ordered a bed at the end of may and it was scheduled for delivery today 6/18/25 almost 3 weeks later.The morning of delivery i spoke to the delivery team two different times about confirming my appointment. They never showed up despite me taking off and living right next to the front gate they need to come in through.When calling customer service, I was told the delivery was attempted and that I failed to be available, which is simply not true. I am now being told I need to wait an entire additional week before another delivery will even be reattempted, with 0 care for the lies in their notes.I am currently debating canceling the entire order. $6,000 with nothing to show for it and no care at all if their customers receive the product.This has been nothing but a let down. Id recommend shopping anywhere else if possible.** they are trying to charge me a restock free if i cancel despite the order never being delivered, not leaving their trucks, and sitting in their warehouse.All of this info given to me no later than 1:30pm on my scheduled delivery day with the window of 12pm - 3:30pm, which was delayed until 12:30 - 3:30, and by 1pm I was told my order was not coming that day despite no efforts ever actually being made to deliver.
Business Response
Date: 06/19/2025
June 19, 2025

Better Business Bureau of Minnesota & North Dakota

RE: ****
Case # 23487588.

Dear Better Business Bureau:

Thank you for the opportunity to respond regarding the
complaint of our customer, Mr. ****.

Mr. **** has two separate orders, one for an integrated base
and the other for his ILE mattress. The
Integrated base was scheduled for delivery on 6/17. The mattress is scheduled for 6/23.
If Mr. **** wants to cancel the orders before delivery there
is not restock fee. Mr. **** has been
called and left a message with contact information to resolve this problem.

Executive Team Consultant
Initial Complaint
Date:06/18/2025
Type:Sales and Advertising 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.
Purchases sleep number I8 bed with flex fit partial split king mattress base. Prior the 100 day trial expiration we decided to retune the mattress for medical reasons and informed customer support that the base was not working correctly. They sent technicians to troubleshoot the base and within 24 hours the base was defecting again. I was aware of the final purchase, however, the base was continuing to defect. **************** only offered to continue to troubleshoot it, however this had already taken place and the base was still defected. We are paying around $3,000 for a defective base.
Business Response
Date: 06/18/2025
June 18th, 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. *********** **** 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. We encourage Mr. **** to contact our representative should he need anything further. ? ?
Best regards,
Executive Team Consultant
Customer Answer
Date: 06/19/2025
I am rejecting this response because:

My problem was not resolved, it would cost additional money and time to get my issue resolved.
Business Response
Date: 06/20/2025
June 20th, 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. *********** **** spoke with a member of our Executive team, and we were able to come to a mutually satisfactory solution. It may not be the solution the customer would like but it is the only solution we are providing at this moment. When the customer purchases the Base, he knew it was a final sale and signed the terms agreeing it is a final sale. We gave the customer the option to fix the issue,and the customer declined the offer. Best regards,
Executive Team Consultant
Initial Complaint
Date:06/17/2025
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.
We purchased a Sleep number mattress and base on 5/3/25. After 30 day trial we were not satisfied. They state only the mattress is refundable, but were not clear about that during purchase. They kept referring to the "bed" being totally refundable. After 2 hours in the store, we were not clear about the terms. And now they will only refund the mattress price ($2500 & not the base price $2400.)
Business Response
Date: 06/17/2025
June 17, 2025
?
Better Business Bureau of Minnesota & North Dakota
?
RE: ****
Case #23478410
?
Dear Better Business Bureau:
?
Thank you for the opportunity to respond to 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 stand by our policy as presented to the customer.
?
The adjustable base is a final sale per the Terms and Conditions of Sale. The base can be used with multiple mattresses on the market. Mr.**** did sign the terms and conditions stating that he understood them at the point of sale.
?
?
?
?
Best regards,

Executive Team Consultant
Initial Complaint
Date:06/16/2025
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.
On 11/20 2023 I purchased a Full 18 Sleep number Smart Bed. F218 FaFF2 for $5,194.86. The bed was purchased for the apartment that I would be moving to when I sold my home. I purchased it early due to a thanksgiving sale they were running. I was happy with the purchase. This was my 6th sleep number bed to purchase and I had not had any problems with those beds. ***** did not any mention that due to the amount of foam in this bed there would be a problem with the foam compressing and needing to be replaced and that the foam only has a 30 day guarantee to get full replacement. bed, I had the bed delivered in March of 2024 to the apartment that I had leased. I started moving boxes and furniture and moved in on June 1 and started using the bed then. I was getting calls from Sleep Number to see how I was liking the bed and I kept telling them that I wasn't using it yet since I hadn't moved into the apartment. About 6 months after using the bed, around the first of 2025, I started noticing the side that I slept on was uncomfortable, so I kept trying to adjust the pressure to get it back to a comfortable level to sleep. I finally noticed it was like sleeping in a hole and tried the other side of the bed and it was fine. I called sleep number to report the problem and I thought the bed had a 15 month guarantee. I was told the foam will compress because that what foam does and it would have to be replaced and the entire foam would have to be replaced. There was a discount prorated that amounted to me needing to pay $402.56. I was told that the sales person should have told me that this bed has more foam than any other bed and the foam would stat deteriorating upon use. There is no way to prove that I wasn't told that information and the company depends on that to avoid responsibility. I have called the chief executive office number given for complaints twice, but I have not received a call back.
Business Response
Date: 06/17/2025
June 17, 2025
Better Business Bureau of Minnesota & North Dakota
RE: ******
Case # 21822650
Dear Better Business Bureau:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms.****

Since filing this complaint, a member of our Executive Team will reach out by phone within 24- 48 hours to work on a resolution. We sincerely apologize for the inconvenience and frustration this issue has caused.
?
Best regards,
Executive Team Consultant

Customer Answer
Date: 06/20/2025
I am rejecting this response because:

I am still waiting to talk to Sleep Number. I do now have a name to contact, and I'm waiting on a response, but I don't want to dismiss the case until I see what response I receive from Sleep Number. Thank you.
Business Response
Date: 06/26/2025
June 26th, 2025
Better Business Bureau of Minnesota & North Dakota
RE: ******
Case # 23465906
Dear Better Business Bureau:
Thank you for the opportunity to respond to the complaint of our customer, Ms.*****
Since filing this complaint, a member of the Executive Team has spoken with Ms. **** We sincerely apologize for his experience and the frustration this may have caused. We will use this as a coaching opportunity to improve customer experience. We appreciate Ms.**** for sharing her feedback.
?
Best Regards,
Executive Team Consultant

Customer Answer
Date: 06/27/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23465906, and find that this resolution is satisfactory to me.
I just spoke to Dennis and agreed to a resolution. The case can be closed. Thank you.
Initial Complaint
Date:06/09/2025
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.
Due to yet another issue with my mattress malfunctioning I scheduled a tech visit for 4/21 and paid $199. When they arrived they stated that when my mattress order was previously corrected to a single chamber from a duel (company error) the hardware should have been ***laced at that time. They said it would be reset remotely and the company would contact me the next day. It was not and they did not. I spent ******************************************************************************** to someone to reset it. He stated he entered detailed notes. I was greeted by a surly ******** who refused to read the notes, stated they don't reset equipment remotely and argued about what type of mattress I had. She scheduled another appointment for 4/28. I was charged another $389.23 for another tech visit and equipment. When I opened the box for the techs she had mailed the wrong equipment! I had now been charged $579.23. The techs had to cancel the appointment and referred me to Shaanta for a return label and refund. On 5/2 I received a refund for $156.95 I then received a notice stating the balance of $232.28 was sent to Synchrony Finance. NONE of my charges were paid through Synchrony. The $579.23 was charged directly to my **** and I have never received the refund owed of: $232.2. This is the most incompetent and dishonest company I have EVER dealt with. ******** and Shaanta made multiple errors and had a bad attitude in addition. The company never refunded the total amount owed. I will contact law enforcement if not resolved.
Business Response
Date: 06/11/2025
June 11th, 2025

Better Business Bureau of ********* & *****************;
RE: *****
Case # ********

Dear Better Business Bureau:
Thank you for the opportunity to respond regarding the complaint of our customer, *******

******* completed a purchase for Queen **** i8 using ******************* as the payment method. When processing a refund, the amount will be returned to ******************* to apply toward any outstanding balance. If the account has been paid in full or closed, Synchrony will issue the refund as a check. Ms. **** will need to contact Synchrony directly for an update on the refund check. Please note that Sleep Number and Synchrony are separate companies. Due to federal laws protecting consumers financial privacy, Synchrony cannot provide or discuss details of our mutual customers financial transactions.
Any questions regarding your account(s) should be directed to Synchrony at ************.
We sincerely apologize for her experience and the frustration this may have caused. We will use this as a coaching opportunity to improve customer experience. We appreciate ******* sharing her feedback.
?
Best Regards,
Executive Team Consultant

Customer Answer
Date: 06/12/2025
I am rejecting this response because:

The refund promised by Shaanta ************** for $389.23 total which included the cancelled tech visit $190.00 plus the incorrect parts sent by ******** $168.00 plus a $50.00 freight fee again had absolutely NOTHING to do with Synchrony Financing. I purchased the bed in 2018 using Synchrony and there has been no outstanding balance since then. The random refund for $156.95 was incorrect and should have been for $389.23. Synchrony Financing cannot resolve this issue and will not be processing a refund. It is solely the responsibility of Sleep Number. They must issue the refund balance of $232.28 to my credit card which was used for these charges.

Business Response
Date: 06/12/2025
June 12th, 2025

Better Business Bureau of ********* & *****************;
RE:*****
Case # ********

Dear Better Business Bureau:

Thank you for the opportunity to respond regarding the complaint of our customer, ****
The customer has been refunded the full amount paid of $389.23. The initial refund of $156.95 was settled on 4/28/2025 to the customers original payment method. When the order was created to refund the customers remaining balance of $232.28, a clerical error caused the remaining balance to be issued back to Synchrony. We acknowledge the error and apologize for any confusion this has caused; however, we are unable to reissue the refund to a different payment method as the funds have already been credited to the customers Synchrony account. The refund was released and settled on 4/28/2025.
If the account has been paid in full or closed, Synchrony will issue the refund as a check. The customer will need to contact Synchrony directly with any additional questions. The customer can reach Synchrony by calling ************.
Again,we sincerely apologize for any frustration this may have caused. We have submitted feedback to use this as a coaching opportunity to improve our customer service. We appreciate the customers willingness to share feedback.

Best Regards,
Executive Team Consultant
Customer Answer
Date: 06/13/2025
I am rejecting this response because:

Synchrony Finance CANNOT issue a refund since they cannot locate my account ******************. They attempted every possible way to pull it up. They said Sleep Number MUST provide detailed information including the account ****************** they used when they stated they sent the company $232.28 under my account ******************. Again, they were used in 2018 paid in full and the account with Synchrony was closed. Unless Sleep number provides the account number in question and the details they cannot find any proof of what Sleep Number is claiming and cannot issue my refund!
Business Response
Date: 06/17/2025
June 17, 2025
Better Business Bureau of ********* & *****************;
RE: *****
Case # ********

Dear Better Business Bureau:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. *********************** filing this complaint, a member of our Executive Team will reach out by phone within 24 - 48 hours to work on a resolution. We sincerely apologize for the inconvenience and frustration this issue has caused.
?
Best regards,
Executive Team Consultant

Customer Answer
Date: 06/24/2025
I am rejecting this response because:

Ebeny from Sleep Number called last Thursday am. **********************. When asked what account # was used for ***************** she said ************************************** I cant see it. She stated she was going to contact Synchrony that day and contact me again that evening. I never received a call or any other communication from her or Sleep Number. In addition to the BBB I am filing a complaint with the *** for fraud and theft. ** has all the information they need to issue the refund balance to my credit card and correct the issue. They have lied repeatedly to cover their clerical error which is clearly intentional.
Business Response
Date: 06/26/2025
June 26th , 2025
Better Business Bureau of Minnesota & *****************;
RE:******
Case # ********

Dear Better Business Bureau:
Thank you for the opportunity to respond to the complaint of our customer, *******
Since filing this complaint, a member of our Executive Team has reached out by voicemail to work on a resolution. We sincerely apologize for the inconvenience and frustration this issue has caused. We encourage ****** to respond to her voicemail.
?
Best regards,
Executive Team Consultant

Customer Answer
Date: 06/29/2025
I am rejecting this response because:

Ebeny called on 6/26 (one week after she stated she would call back) to advise me that her Synchrony contact is out of the office until 6/30 and she cannot provide more information regarding my refund until she speaks with him. There is no reason for me to respond to this voicemail.
Business Response
Date: 07/02/2025
July 7th, 2025
?
Better Business Bureau of ********* & *****************;
?
RE: ******
Case # ********

?
Dear Better Business Bureau:
?
Thank you for the opportunity to respond regarding the complaint of our customer, Ms.****,

Thank you for bringing your concerns to our attention. We understand the importance of resolving this matter and are committed to working with you directly to reach a satisfactory resolution.
To ensure we can assist you as efficiently as possible, we kindly ask that you discontinue communication through the Better Business Bureau at this time. There will be no need to respond to this message. We appreciate your cooperation.

Best regards,
Executive Team Consultant
Initial Complaint
Date:06/03/2025
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.
On April 14, 2025, I purchased a Sleep Number mattress and adjustable base from the ******************************************* store located at ************************************************************ The total transaction amount was $4,702.30.I was told at the time of purchase that the mattress was eligible for a full return within the trial period, which ends August 3, 2025. I attempted to return the mattress today, May 30, 2025, which is well within the trial window. Sleep Number accepted the return of the mattress and issued a partial refund of $2,354.55.However, I was informed that the adjustable base is not eligible for return and that I would be charged $2,347.75 for the base, which I can no longer use. I was never clearly informed at the time of sale that the base would be non-returnable. This policy was not disclosed verbally or in any obvious written form at the time of *********** make matters worse, Sleep Number is now attempting to charge me an additional $250 technician fee to send someone to install retainer bars to allow a standard mattress to fit on the base. I was not informed this would be necessary at the time of purchase. I have since canceled the technician visit as I do not agree to be charged that additional fee.I consider this a deceptive and unfair business practice. I was sold a product (the base) that is not usable without the mattress, which I returned within the valid timeframe. Sleep Number is refusing to accept the return of the base and is pushing extra charges to make it appear usable, which I never agreed to. They have not made any genuine effort to resolve the issue other than to repeat their policy, which was not properly disclosed.I request a full refund of the remaining $2,347.75, cancellation of the $250 technician fee, and pickup or surrender of the base. I am willing to return the base immediately in exchange for a complete refund.
Business Response
Date: 06/04/2025
June 4, 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. ************ 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 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 Mr. ***** at the time of the purchase.? In fact, ******* specifically initialed next to bold print in the Terms and Conditions of Sale that states the base is a final sale. The terms are sent home with the customer to review. Mr. **** 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 Consultant
Customer Answer
Date: 06/04/2025
I am rejecting this response because:

June 04, 2025

Better Business Bureau
Dispute Resolution Department
Re: Complaint #******** Sleep Number Corporation

To Whom It May Concern:

I appreciate Sleep Numbers response, but I do not find it satisfactory and I am requesting a full resolution.

I believe the way the adjustable base was sold to me was misleading. During the sales process, the 100-night trial was emphasized, and it was presented as if it applied to the entire sleep systemincluding the base. At no point do I recall the salesperson clearly explaining that the base was non-returnable, and I did not fully realize this when signing the documents. Had I known that the base was excluded from the trial and was a final sale, I would not have agreed to the purchase.

I am requesting that Sleep Number cancel the purchase and refund the adjustable base. I also ask that I not be charged a technician fee or return fee. I would like Sleep Number to retrieve the base at no cost to me.

I entered this agreement under the assumption that I had a 100-night trial on the entire sleep setup. I feel that the communication was unclear and did not meet the standards of full disclosure that a customer should expect when making a major purchase.

Sincerely,

******* *****
Business Response
Date: 06/06/2025
June 6,2025
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 sales professionals are trained to lead with transparency and ensure that customers are presented with the terms and conditions of sale to review and ask any questions to understand our return policy.? Mr. **** initialed next to the paragraph in bold text which states the exclusions to the in home trial policy including FlexFit smart adjustable bases. His signature and initials reflect his understanding and decision to proceed with the purchase. The terms are sent home with the customer to review so Mr. **** could have canceled the delivery to avoid the final sale terms at any time up to the time of delivery. ? We stand by our policy as presented to the customer.? ??
As a reminder, our adjustable bases can be used with most mattresses sold on the market today not just Sleep Number smart beds.? We provide retainer bars which are routinely used by other mattress companies as their primary attachment mechanism to keep the mattress in place on an adjustable base.
Best Regards,
Executive Team Consultant
Initial Complaint
Date:05/30/2025
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.
In May 2025 we contacted SleepNumber because an air bladder on one side of our king sized mattress was leaking. We would set it at 100 and within about 15 minutes it would be flat. We tried installing the air chamber ourselves, but were unable to do so with a SleepNumber *** intsructing us what to do. So they eventually sent a technician out. We paid $233.80 for the ***lacement air ******** (they would only ***lace both, although only one was malfunctioning).The service technitians arrived and installed the ********. One of them said he tried to run a "diagnostic" using his phone, in order to confirm whether there were any other problems with the bed. However, he claimed that his phone was malfunctioning and he could not run the test. They left.Within about 15 minutes the bed was flat again (on the left side if lying on back). We contacted SleepNumber again to tell them the problem was not fixed. From my phone record, it appears that we made or received at leats ten phone calls with SleepNumber regarding this issue. I received various explanations about what could be done, but it usually required me, the customer, to troubleshoot before they would send a tech out to fix the problem.Ultimately, after doing the troubleshooting, I was told that it really did not matter what the troubleshooting determined, I would still have to pay for any new parts or revisit by the technician. I understand the parts, but paying $190 for a technician to come back, even though they should have determined the problem on the first visit. I do not want to pay another technician fee for something that should have at least been diagnosed on the first visit.SleepNumber refuses to warrant the work regarding the ***lacement air chamber, contending that they have no obligation to stand behind their work. I would like a new diagnostic, identifying the problem correctly, at no charge. I'm glad to pay for any necessary ***lacement parts, but not for work that SleepNumber should have done.
Business Response
Date: 05/31/2025
May 31, 2025

Better Business Bureau of Minnesota & ************

RE:****
Case # ********
SN Customer # ****

Dear **********************:

Thank you for the opportunity to respond regarding the complaint of our customer, ****.

The customer purchased their bed on 7/19/2015 and is subject to the terms of the 2/25 limited warranty in which the cost of parts is covered at 100% for the first two years and then becomes a shared cost warranty in which the customer and ********************** share the cost for necessary replacement parts. The 2/25 limited warranty does not cover the cost of technicians to troubleshoot or install replacement parts and the cost for doing so is solely the customers responsibility.

The customer called into customer service on 5/5/2025 to advise that their air bladder was leaking on one side. Upon review of the call, the representative did not complete troubleshooting with the customer as expected to determine that the correct replacement part was being ordered to solve the customers issue. Therefore, we will cover the cost for the correct replacement part, however if the customer wishes to have a technician install the part, the customer will be responsible for the cost of that service call. The order has been saved in the customers account, and they are welcome to call customer service at *************** to proceed with the order at their earliest convenience.

Best Regards,

Executive Team Consultant
Initial Complaint
Date:05/29/2025
Type:Delivery 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.
We had high hopes for our Sleep Number bed, but our experience has been nothing short of a nightmare. We purchased a ****************** Sleep Number Smart Bed, which was delivered on May 15th. Shortly after, we encountered issues with the foam interior on my husband's side of the bed. Sleep Number sent replacement parts, but when the delivery technicians arrived on May 23rd to install them, they struggled to get everything to fit properly. They even suggested that we might need a brand-new bed due to the ongoing ************, over two weeks later, we are still dealing with sleepless nights and no resolution. We've spoken with several customer service representatives and were eventually connected with *****, who claimed to be the final decision-maker regarding returns. While she agreed to allow us to return the bed early, she insisted on charging us over $500 in delivery and return fees, citing that we hadn't officially had the bed for 30 days. This is utterly unacceptable.Sleep Number provided us with an inferior product and has shown a complete lack of compassion and accountability. Their customer service is abysmal, and their policies are designed to frustrate and penalize customers rather than resolve issues. We are now left with no choice but to return this defective mattress and warn others to steer clear of Sleep Number. It has been the worst decision we've ever made.
Business Response
Date: 06/03/2025
June 3, 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. ************ customers are responsible for the delivery and pick-up fee should they decide to return the mattress. We do offer a 100-night trial for our smart beds, this trial is limited and does not extend to adjustable bases and shipping-delivery fees, which are non-returnable. Our Terms and Conditions clearly state that the customer is responsible for the shipping and return fees.
Best Regards,
Executive Team Consultant

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Sleep Number Corporation is BBB Accredited.