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

  1 Walden Galleria Drive Space D219 Cheektowoga, NY 14225

• 

  Sleep Number

  275 Crocker Park Boulevard Westlake, OH 44145

• 

  Sleep Number

  1595 Glidewell Dr Ste 101A Burlington, NC 27215

• 

  Sleep Number

  11035 Lavender Hill Dr Ste 100 Las Vegas, NV 89135

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:12/16/2024

  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.

  We purchased a sleep by number bed queen size dual P5360 but now the remote control is not working, we contacted customer service twice and they said the remote is an accessory so they can send us one but we have to pay for it. In reference to a complaint from another customer where he states that it is just an expensive inflatable mattress with a remote. They just provide the convenience of being able to adjust both ******** of the bed to different firmness; without the remote it is just a regular air mattress. The remote itself is not expensive so I don't see why they won't send us one since we are paying for the convenience of being able to adjust boths sides of the bed and that is their number one selling point and the main reason we decided to purchase it; in addition to that, we have purchased about 3 or 4 of them over the years and in one occasion, we had the same problem with one of them but after contacting customer service they sent us another remote control.

  Business Response

  Date: 12/17/2024

  December 17, 2024
  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. *****
  The customer spoke to a consultant on 12/12, and we replaced the remote and it was delivered on 12/17. If the customer needs anything else,please reach out to customer service.
  Best regards,
  Executive Team Consultant  

  Customer Answer

  Date: 12/19/2024

   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.

  The only thing left to do is to make sure the remote control works since it is different from the one that came with the bed, but other than that, I am thankful for their quick response and resolution.

• Initial Complaint

  Date:12/13/2024

  Type:Delivery 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.

  Order *********** was placed on December 2, 2024 and my credit card was charged $106.99. I never received the merchandise I ordered and paid for. On Monday 12/9/2024 I called cusomer support who told me they had no uodated information on my order and could give me no details on if/when the items will ship.

  Business Response

  Date: 12/13/2024

  December 13, 2024
  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. *****
  The customer product has been shipped and delivered on 12/12/2024.
  Best regards,
  Executive Team Consultant   

  Customer Answer

  Date: 12/16/2024

   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:12/09/2024

  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 husband and I purchased the I8 split king sleep number bed in 2017 . The mattress on one side of the bed slips when I am sleeping on it, and creates a big gap between the 2 mattresses therefore waking me up. I also purchased the in balance sheets that didnt hold up and only lasted maybe 4 ********** called and complained and sleep number customer service said they are sheets they dont last forever . I paid a lot of money for sheets that didnt hold up .We hardly slept on them .

  Business Response

  Date: 12/11/2024

  December 11, 2024
  Better Business Bureau of Minnesota & ************
  RE: ****
  Case # ********
  Dear Better Business Bureau:
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. *****
  The bed was purchased on 04/01/2017 and delivered on 04/18/2017. Bedding was replaced under the warranty. After checking the account,the customer has never called and mention anything about the mattress slipping within the 7 years and 7 months the customer has had the bed for, if there is an issue the customer can call - Monday Friday 8:00 am to 4:30 pm (CST)Saturday 10:00 am to 2:00 pm (CST) *****************
  Best regards,
  Executive Team Consultant   

• Initial Complaint

  Date:12/09/2024

  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.

  Purchased a sleep number mattress and base and it leaves both my husband and I with back pain every morning no matter the setting. We've had it for only two weeks and called to return only to find out they want to charge $250 to come get the mattress and will not return the base.

  Business Response

  Date: 12/11/2024

  December 11, 2024
  Better Business Bureau of Minnesota & ************
  RE: ****
  Case # ********
  Dear Better Business Bureau:
  

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

• Initial Complaint

  Date:12/09/2024

  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 4 years ago. I was provided a 15 year warranty. Over three weeks ago, my husband's side of the bed went flat. I also could not get the bed back onto the internet. I contacted sleep number and was advised that I could resolve the problem on my own by looking on line. I tried two additional "sleep number experts" who told me the same thing. Eventually I spoke with someone who told me to climb under my bed (I'm 66 years old) and see if I could see what was wrong. I was also told to unplug and plug back in. I told them I could not do that because the bed was too large to get to the plug. I suggested perhaps there was a plug that went to the bed itself as it had to have a connection there but was told to instead go out to my garage and turn off the electricity from the breaker box. I was told that the problem, after doing several "tests" that the problem was the pump and I need to purchase a new one and pay 1/2 the cost. I also had to pay $200 for an "expert" to come out to install it or I could install myself. I told her I did not believe it was the pump. She GUARANTEED the problem was the pump and I needed to pay several hundred dollars because the "warranty" required I pay 50% of the cost. I said I wanted to speak with a supervisor. I was transferred then left on hold for 20 minutes. then disconnected.I called back three times and left on hold for ***** minutes each time and then transferred to a supervisor and then disconnected. Finally the next day reached a supervisor who wanted me to go under the bed again (my 5th time) and switch the hoses. I did. It still did not fill up my husband's side so he agreed it was not the pump it was the air chamber. I ordered and paid my 1/2 of the cost of the air chamber. I was told it would arrive in 3-5 days. It is still not here after more than a week. I was called last night and told it was coming but too late so now have to wait till Tuesday. I cannot believe this company I

  Business Response

  Date: 12/09/2024

  December 9, 2024
  Better Business Bureau of Minnesota & ************
  RE: ****
  Case # ********
  Dear Better Business Bureau:
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. *****
  We sincerely apologize for the inconvenience and frustration. The part is on backorder, we do not have an ETA for the part.  ******** has been added to the priority list so that when the part comes in, he will have priority.
   Best regards,
  Executive Team Consultant   

  Customer Answer

  Date: 12/11/2024

   I am rejecting this response because: # 1. Its inaccurate. I was on the phone yesterday for two hours and was told the back order excuse was an error and that the mattress would be delivered tonight. It has still not arrived. 
  #2. The mattress I paid for was in ********** Dec 6th and the driver ran out of time and was unable to deliver it. Where did it go? Where is it? How could it be on back order?   #3. The supervisor I spoke with scheduled a technician to come out tomorrow between8am and 11am  How could it be on back order if it is scheduled for delivery tonight and installation tomorrow  I have gone through over a month of this and still dont have a bed to sleep in  I have a $6000 worthless bed without a working mattress  

  
  
  

  
  

  Business Response

  Date: 12/19/2024

  
  December 19, 2024
  Better Business Bureau of ********* & ************
  RE: ****
  Case # ********
  Customer *******************************
  Dear Better Business Bureau:
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. ************ position remains the same and we sincerely apologize for all the confusion.  The customer was scheduled for delivery and the air chamber would have been taken to the customer by the technicians.  This is a new policy and there was clearly some confusion created by the new process.  If the part was on backorder, it would have caused a delay for the scheduled visit.
  The order was updated to ship the ******** instead of having them delivered by the technicians and they arrived on 12/12.  The technicians came the same day and replaced the air chamber in sleeper left side of full split.
  We sincerely apologize for the inconvenience and frustration.
  Best regards,
  Executive Team Consultant   

  Customer Answer

  Date: 12/21/2024

   I am rejecting this response because: After more than 30 days of my disabled husband not having a bed to sleep in, plus most of your information being absolutely inaccurate and extremely poor customer service to include a representative attempting to get me to order an unneeded pump at an inordinate cost to me, this response is incredibly disappointing and disrespectful. I expect some form of compensation from sleep number bed. At this point someone from sleep number should contact me.

   

  
  

• Initial Complaint

  Date:12/06/2024

  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 were getting carpet in our bedroom. We paid $250 to have the bed taken disassembled and an additional $250 to have the bed reassembled. When they came back out to reassemble, they only hooked up one half of the bed. There was an air hose that was not connected and the power source on one side of the bed was not connected so it was not functioning. I unplugged and restarted the bed to no avail. I was able to look under the bed with a flashlight and see that there were two cords that were hanging down and clearly not connected. After raising the side that worked up completely, I was able to contort myself enough to hang under the bed and get the cords connected. I called the local store to tell them that we are fine paying the $250 for he disassembly, but I didn't think we owed them anything for the reassembly as it was not in working condition. They had someone reach out to me to discuss. I was told on the first call that since they showed up at my house, we were not entitled to any refund. I immediately asked to speak to someone else. After arguing with the second ******* they reluctantly offered to refund half of the fee. I thought this was ridiculous as THEY DIDN'T DO WHAT THEY WERE PAID TO DO. I asked to speak with a third ******* The third ****** continued to argue that they would not refund the rest of the fee and that there was no one else to escalate this to. I don't know how we are expected to pay for a job that wasn't completed. Also, I am completely shocked that a premium product like Sleep Number does not have better customer service. We paid $8500 for a mattress. We are now logging multiple complaints over $125! I don't get it.

  Business Response

  Date: 12/09/2024

  December 9, 2024
  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. *****
  Mr. ***** was informed that we would be refunding half of the $250 he paid on 12/3. Due to the customer calling a week after the set up to report the issue. If the mattress wasnt set up right, we would expect the customer to reach out to report this issue on the day of or the day after. But Mr. **** didnt report this for a full week after, which is why half was refunded and not the full $250.00.?
  Best regards,
  Executive Team Consultant   

  Customer Answer

  Date: 12/10/2024

   I am rejecting this response because:
  
  I reject this response. The bed was fixed on a Tuesday, we left Tuesday evening to head out of town for the Thanksgiving holiday. We returned home on Sunday, which was the first night we were able to sleep on the bed.  I explained that timeframe to everyone I talked to at Sleep Number during this process.  If the timeframe to log a complaint is the issue here, being out of town should be an acceptable reason for why the complaint was lodged several days later.

  Business Response

  Date: 12/17/2024

  December 17, 2024
  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 position remains the same, Mr. ******** was informed that we would be refunded half of the $250 he paid on 12/3. A partial refund was issued.
  Best regards,
  Executive Team Consultant   

• Initial Complaint

  Date:12/04/2024

  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 Feb 19, 23' I purchased a mattress from the Sleep Number in *******, **. The bed has worked fine up until Nov 24', when the pump would no longer connect to my Wi-Fi. I went to the store on Nov 24th to explain the issue and they provided with the number to the "Sleep Innovation" team, who I was told are the more technical group and should be able to help me with my issue. On Feb 29th, I called in. I ran thru a few troubleshooting steps with them that i had already run myself, but I wanted to be thorough. I was basically told that the issue was with my network, even though I explained that i had no issues the past few years and there should be no reason why I could see no Wi-Fi networks when i tried to reconnect. After I pushed back, i was put on hold and basically told that i could buy a new pump that was going to cost me $200+ dollars. I told them this was not acceptable and called in to regular customer support. I spoke to another woman who again assured me that it was my network and advised me against getting a new pump because if I did, I would be stuck with it whether it fixed the problem or not. Since I was not able to get any help from them, I began to troubleshoot on my own. (I am an IT specialist). I discovered that they are using a nano Wi-Fi dongle that is very small and also removable. These devices do not cover much area and are not very reliable not to mention it's using a standard that is 20+ years old. It is a very cheap solution and would cost them pennies on the dollar to replace. It could be the port but that would be unlikely as the dongle should never be removed except to troubleshoot. Regardless, I was only able to figure this out because I know my way around tech but what are they doing to elderly customers or people that are less technical? They charge them a bunch of money to either send a tech or replace the pump. I would expect a lot more from a $3000 bed. I was able to rig something together but would like a proper replacement.

  Business Response

  Date: 12/05/2024

  December 5, 2024
  
  Better Business Bureau of ********* & ************
  
  
  RE:
  RE: Case # *********
  Sleep Number Customer # ****
  
  Dear **********************:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. *************** stand by our product and we are more than happy to assist the customer by providing a replacement pump under the terms of their 1/15 limited warranty.  The quote provided to the customer reflects the prorated portion the customer is responsible for paying for the replacement part under the warranty terms.  The second year of warranty covers the majority of the replacement part, and we are not able to offer an additional discount.  The quote provided to the customer is good for 30 days and we encourage the customer to act before their cost will increase.
  
  Best Regards,
  *** *.
  Executive Team Consultant  

  Customer Answer

  Date: 12/15/2024

   I am rejecting this response because: My pump does not need replacement. The part that needs replacement is the Wi-Fi dongle. It can literally be found on AliExpress for $3. I would buy it, but I don't know if the firmware on the dongle is special, or any dongle of the same model will work. It should not be this hard to replace a removable part that requires no tools to replace. 5 years is an acceptable time for something like this to break. It's been less than 2 years..... Charging me $200 because of a part that probably cost pennies for you is outrageous. 
  

  Business Response

  Date: 12/19/2024

  December 19, 2024
  
  Better Business Bureau of ********* & ************
  
  
  RE:
  RE: Case # *********
  Sleep Number Customer # ****
  
  Dear **********************:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. *************** stand by our product and we are more than happy to assist the customer by providing a replacement pump under the terms of their 1/15 limited warranty.  The dongle is not available for sale separate from the pump.  The terms and conditions of sale explain the warranty and the coverage we provide at the time of sale.  Upon ordering and accepting delivery of the product, the customer agrees to those terms and we are more than happy to support the customer through the warranty process.
  
  Best Regards,
  *** *.
  Executive Team Consultant  

• Initial Complaint

  Date:12/03/2024

  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 am 78 years old. I invested a substantial amount of my hard earned money to purchase a sSeep Number bed, for the sake of comfort. Since my purchase, I have been totally disgusted, dissatisfied with customer service, and believe I have been sold a damaged, defective, flawed, or faulty Sleep Number bed and accessories. During ********* and purchased a top-of-the-line bed from the ***********, ** location. Once the bed was delivered and installed, problems began to arise. The magnets kept shifting, and the bed kept sliding. I immediately contacted ***************** on three different occasions Regarding this particular issue. Answer the phone diagnostics where attempt it, and which time the representative told me to lift the mattress and slide it back in place. Appalled at her response, I immediately declined and informed her that the mattress is extremely heavy I was not going to injure myself. Eventually, a serviceman came to my home and made a physical assessment. I was informed that the magnets were defective and put in an order for replacements which I never received! The left-hand side of the bed can no longer be slapped one because, the magnets can no longer hold the *********** original **** my mirrors are defective as well. During the course of COVID-19 pandemic, I called for service in the 2022. I am sleeping on the right side of the bed and I woke up in a sunken deep hole which was formed by the mattress. Assuming that the chamber was broken, I called **************** immediately. To **************** name came out to my home to assess the new issue. Both explaining that the bed is defective, At this time they completed documents regarding the service call on their computer pads. During this time, I was not given any written documents explaining the outcome of the assessment. I was not given a follow up date as to when I am will receive a new bed with accessories. This is unsafe, and I am requesting a resolution.******* *****

  Business Response

  Date: 12/03/2024

  December 13th, 2024 
  Better Business Bureau of ********* & *****************;
  RE: *****
  Case # ********
  
  Dear Better Business Bureau: 
  Thank you for the opportunity to respond regarding the complaint of our customer, ******** Since filing this complaint, the customer has spoken with a customer service team member and has come to a satisfactory conclusion. The customer has a service date of 12/13/2024.
  
  Best regards, 
  Executive Team Consultant
  

• Initial Complaint

  Date:12/03/2024

  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.

  Sleep Number bed purchased from a **************************************** on August *******, I bought a New King i10 360 smart bed, SKU K1i10 for $5099 and a King 360 Flexfit 3 base for $4,099, The mattress cover should have had 6 or 8 magnets to connect it to the 8 magnets on the base. This keeps the bed from sliding when it is put into different positions (from flat to upright, etc.). Instead, they delivered it with only 4 magnets which failed after less than two years. The bed slides to the foot of my sleigh bed when in any position but flat. I am 78 years of age and I have to have help to manually push it back to the headboard. I called sleep number and they will send a new mattress cover with 6 to 8 magnets and have techs come to install it. The cost: $573.85. My complaint is that the bed should have had 6 to 8 magnets in the first place. I was sold an inferior mattress cover which could not hold up with just 4 magnets. I would like Sleep Number to waive the $573.85 due to the fact that the bed was not equipped with the proper amount of magnets in the first place.

  Business Response

  Date: 12/03/2024

  Better Business Bureau of Minnesota & *****************;
  
  RE: ******
  Case # ********
  Dear Better Business Bureau: 
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms.*****
  
  ?Well be happy to assist Ms. ***************************************** issues, providing solutions and suggestions.  
  ?The warranty for the customers mattress and 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 and the cost of a technician. Beginning in year number two, the larger portion of the cost is incurred by Sleep Number or Sleep Number adjustable base manufacturer team and the smaller portion of the cost is paid by the customer. The magnets are designed to support the mattress and base attachment system.However, Sleep Number cannot factor in all outside environmental effects on the bed. The customer can purchase a retainer bar for additional support.
  
  
  Best regards,
  Executive Team Consultant   

• Initial Complaint

  Date:11/27/2024

  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.

  We have been long-time customers and advocates for the ********************** but the air chamber delaminated creating a large bubble, making it next to impossible to sleep on! I spent hours on Chat and on the phone with customer service people who are happy to help solve the problem as long as we pay to replace the defective item, saying their warranty only covers a small portion of the exorbitant cost. When we bought the bed, the salesperson assured us that if there was ever an issue with the product, they would happily replace it at no charge if defective, I'm not sure how much more defective it can be when the layers delaminate, it looks perfectly brand new as we've taken immaculate care of it since day one. So, why on Earth would we pay to replace a "DEFECTIVE" product, I've never been so frustrated by a corporate policy and their lack of consideration for customers, who by the way paid a significant premium by purchasing the King **** plush model. I would never recommend this product after receiving such horrible treatment as they transferred me to at least a dozen people and finally inform me that there is no one who can approve replacing this defective product unless we pay the ridiculously high cost. They should better train their sales staff as we feel we were told something very different than what they are telling us is the warranty! I finally spoke with ***** (employee ID 771) who informed me that there is no one above her who could help resolve the issue, not the CEO (****** R. *****), *** (******* *****), or anyone else. I guess they are pretty clear with their staff that they care little about the quality of their products, service, or their loyal customers....

  Business Response

  Date: 11/29/2024

  
  November 29, 2024
  
  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. ****************** filing this complaint, a member of the executive team has been in touch with Mr. **** and offered resolution.
  
  
  Executive Team Consultant