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

1,115 total complaints in the last 3 years.
335 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: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.
On December 2, 2023 I purchased a queen duel chamber smart bed. It worked great for the first 3 months then the ******** began failing on a regular basis. Each one has been replaced numerous times. The hoses and pump have also been replaced one time and the wiring has been checked by a SN technician. The last fix attempted was giving me a new bed frame and every morning I wake up in a valley instead of on a flat surface. The pump comes on during the night and works for 30 minutes to try and fail to maintain my number. At this point, I belive the company has run out of fixes and I would like a total refund.
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, *** ************** member of the Executive team has been in touch with *** ****and offered a resolution.

Executive Team Consultant
Initial Complaint
Date:11/26/2024
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 had ordered a Sleep Number bed as well as a base that was delivered on November 16. We found immediately that we could not sleep on the mattress, as it felt like an air mattress. We called up Sleep Number a week after it was delivered and told them we wanted to return both the mattress and the base which we had purchased as a package. They told us they would let us return the mattress, but they do not accept returns for the base, which alone costs $3300. I have never heard of a company not allowing returns for such a product. We do realize that the base can be used with other types of mattresses, but we do not want it because we can easily find a base on ****** that is $2000 less with the same functionality. We had bought that base because it was part of a package deal, and you would think that spending $7000 on a mattress would mean you are buying a high-quality mattress, but that was not the case. I do not understand why the base is not returnable when it was part of a package. They tried to come to a resolution by offering a topper, but we do not want the mattress whatsoever. We are extremely unhappy with the customer service and feel as though we have been scammed big time. I have friends and family who are considering a Sleep Number and I will tell them it would be wise to stay away from them. We want a refund.
Business Response
Date: 11/29/2024
November 29, 2024

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

RE:
RE: Case # ********
Sleep Number Customer # ***

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

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

Customers who purchase their beds on the ********************** website are provided with an opportunity to review their order including the terms and conditions of sale as well as the return policy before submitting. A disclaimer explains that by clicking the button to place order you are agreeing to those terms and it also mentions that there are important exclusions. It is the consumers responsibility to review the information in those links before submitting their order. The terms explicitly state that the in-home trial does not apply to adjustable bases. As mentioned by **** *** the adjustable base can be used with other mattresses, and we provide the hardware to allow for the base to be functional with other non-Sleep Number mattresses.

Best Regards,
*** *.
Executive Team Consultant
Customer Answer
Date: 12/03/2024
I am rejecting this response because:

Even though this ridiculous return policy is in the fine print, doesnt make it right. I have never heard of a company not allowing returns for this type of product. I can buy the same quality base from a mattress store or ****** for $2000 less and I would be able to return it if I needed to within 30 days. We are also being charged $250 for you to pick up the mattress that we are returning within the trail. We bought the base and the mattress as a package and they should be returned as a package. This has been a giant scam, and I feel so stupid for falling for it. We have lost so much money because of Sleep Number. I know several people who are considering a Sleep Number and I will inform them about their poor customer service.
Business Response
Date: 12/05/2024
December 5. 2024
Better Business Bureau of Minnesota & ************
RE:
RE: Case # ********
Sleep Number Customer # ***

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

Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. *************** position remains the same, the terms and conditions are signed by the customer acknowledging that she understood the terms.Furthermore, our terms and conditions arent in fine print. Every customer has to pay the return fee, Ms. ***** isnt an exception to that policy.
Best Regards,
Executive Team Consultant
Customer Answer
Date: 12/11/2024
I am rejecting this response because:

Sleep Number has absolutely terrible customer service. We were not aware of this policy when we checked out. We purchased the mattress and base as a PACKAGE. It should be returned as one! We had both less than a week before we decided it wasnt for us, its B.S. that a $3300 base that we had less than a week cannot be returned. Youre charging us to return the mattress, why cant you charge us to return the base? Makes no sense!
Initial Complaint
Date:11/25/2024
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 bought a Sleep Number Bed approximately 10 years ago. It came with a 25 year pro-rated warranty. The bed is broken in two places. They sent parts for one repair but the other is far beyond what I can do (I'm in a wheelchair). I've tried repeatedly to get them to send someone to fix it. They keep telling me to call ***************************, the manufacturer of the base. *************************** keeps sending me to Sleep Number. I bought my bed from Sleep Number, not ******* & *****. I've offered to pay for someone to repair my bed and still can't get someone to come fix it. That's all I want. Somebody to come to my home and fix my bed. I cannot do it myself.
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. **************** **** purchased his mattress and base in 2014. I reached out to the manufacturer and asked them to please give Mr. **** a call and help him resolved the issue with the base.

The manufacturer of the base carries the warranty on the base. Sleep Number carries the warranty on the mattress.

Executive Team Consultant
Initial Complaint
Date:11/20/2024
Type:Customer Service 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 11/5/22, we bought a Sleep Number bed. For the past several months, our bed has been losing air, sagging and has been a complete disaster. Despite numerous attempts to get customer service help for the problem, there has been no resolution. What a mistake buying this bed was.I am a retired and now disabled police officer and have a bad back, hip and other aches from years of work abuse. I thought buying this bed would give some comfort to me but instead, it has only added to my pain and ********** is it possible that we could spend so much money and get bureaucrats on the phone/chat that ask us to do things, to troubleshoot, which is nearly impossible due to my physical limitations, and get ZERO help. One technician tells us one thing, like we need a new pump and wants us to pay for it, only to hear from another technician that it is not a pump problem rather it is a foam problem. And on and on Meanwhile our poor quality sleep continues.We are truly disgusted and thoroughly disenfranchised with Sleep Number. We thought better of you as a company but clearly we were either wrong or the product has deteriorated.I could take a lot of time and energy to write all the many contacts weve had with your customer service but I am sure you can access that information and am also pretty sure you wont give a ****.I guess writing this is a bit of a **** **** before we spend money we don't really have on a traditional bed.Miserably disappointed and upset!
Business Response
Date: 11/22/2024
November 22, 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, Ms. ****************** initiating this complaint, a member of our Office of the Executive Team has been in contact with the customer and the customer has been offered a solution to their issue.

Best Regards,
*** *.
Executive Team Consultant
Customer Answer
Date: 11/25/2024
I am rejecting this response because:

This is a clear and simple falsehood. We have had numerous interactions for months, including recently, with customer service at **********************. In each case, we get contradictory advise relative to the previous customer service representative-- nonetheless, we have followed every suggestion and "fix" they have told us to do. NOTHING has worked in the slightest. The mattress is a deflating balloon that cost us thousands of $$ and several bad nights of sleep due to zero resolution. We have contacted and recontacted Sleep number over and over to explain that nothing they suggest worked; we are left with the conclusion that they do not care. What used to be a reputable company is no longer such. Such a loss of money and angst! I even wrote to their leadership at corporate headquarters in *********-- NOTHING! They are criminal in their practices and if you check recent reviews, you will see we are far from the only ones with exactly the same problem!
Business Response
Date: 11/29/2024

BBB Complaint response: November 22, 2024

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

RE: ****
RE: Case # ********

Dear Better Business Bureau:

Thank you for the opportunity to respond regarding the complaint of our customer, Ms. **************** position remains the same. Ms. **** was provided with a response from our Senior Leadership on 11/20/24. Ms. **** indicated that the bed is holding air but does not feel as firm as she would like it. We offered under the terms of her warranty to replace the foam comfort layer sides. The quote provided is good for 30 days. Ms. **** did not accept the solution we offered.

Best Regards,
Executive Team Consultant
Consultant
Initial Complaint
Date:11/15/2024
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 were told that we could try the Sleep Number mattress at NO CHARGE TO US, COMPLETELY FREE DELIVERY AND PICK UP if we did not like the bed....for 100 days. We called today to schedule a pick and were told there is a $249 pick up fee. On our invoice the delivery fee was 0 because our salesman ******* ******* told us explicitly there would be no charge for delivery or pick up. I called the company and spoke with a C svc person (30 plus minutes on hold) and she said, it is in the sales receipt that we can charge you for a pick up fee...I pointed out that there is no fee mentioned and she said that is because it changes...We would NEVER have purchased this sleep number mattress for a trial knowing it would cost us $250. My physical therapist has recommended that we go with an innerspring mattress because my wife has an autoimmune disease and is in a lot of pain. The sleep number bed did not help at all, it has been over 60 days so we did give it a try. The customer service woman, ******* said sorry, you pay the pick up fee...we explained that ******* assured us there would not be one, there was no fee at all to doing the 100 day trial and yet here we are. We do not want the $249 fee to be taken out of what we have paid towards the bed. Our money should be refunded in full.
Business Response
Date: 11/19/2024

November 19th, 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 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, he signedreflecting 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 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. Mr. **** could have cancelled his order at any time before delivery if he disagreed with the outlined terms.

Best regards,
Executive Team Consultant
Customer Answer
Date: 11/21/2024
I am rejecting this response because: We absolutely did ask about the delivery and return fee if necessary and was told absolutely NO CHARGE. Risk Free. We did check Yelp reviews on this Sleep Number store after and found others stating the same thing...We were told that they were running a special there would be no delivery fee (which there was not) and no pick up fee if we did not like the bed...Note: That we asked about the pick up return fee several times and were told that they were running the special, no delivery or return fee...Yes, we signed it because we were told it did not apply to us. We would never pay $250 to trial a bed, we would have walked out. Others on Yelp in review of your store have stated the very same...So yes, you can charge us to pick up the very expensive air mattress but know that this is not the first time, charges have been misrepresented to a consumer.

***************************************************
Business Response
Date: 11/27/2024
November 27th, 2024
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. Our sales professionals are trained to lead with transparency and ensure that all customers understand the terms and conditions related to their sale, the 100 night in home trial period, and any applicable fees. Mr. *** was not charged a home delivery fee for the delivery of their bed and their receipt reflects this information. Promotions for free delivery only refer to the initial delivery of the bed.

If the customer decides to return or exchange their mattress, they are responsible for any fees associated with this request. This is clearly stated in the first paragraph of the Terms and Conditions of Sale.? In this situation, the customer was aware of the policy, initialed and signed reflecting their understanding.? We stand by our policy as presented to the customer.

Best Regards,
*** *.
Executive Team Consultant
Customer Answer
Date: 11/27/2024
I am rejecting this response because:

Despite it being in the contract and we verbally asked about it and being told, IT DID NOT APPLY TO US BY THE SALESMAN- that is not transparency- agreed Sleep Number can get away with this because we did not have him line it out- but Sleep Number consumers BEWARE - Anything they tell you, get it in writing...because the company can and will charge you an exorbitant amount for pick up - despite the salesperson telling you it is free delivery and free pick up if you do not like the bed. IN OUR OPINION: Buyer Beware
Initial Complaint
Date:11/12/2024
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 bed for ****** us from sleep number. It is an adjustable base mattress. After 3 years the mattress slides to the side on one side of a king size fully split mattress. I did investigate the other side and see the same failure in process. I reached out to sleep number to request a replacement as the fabric holding the magnet that keeps the mattress in place had failed. I was told they would prorate and replace the same pad at 400 $ us. I told them I wanted to update to the newer version as I didnt want to do this every three to four years each side. I would be willing to pay ******* extra to have the newer version. Knowing from the store front I had visited that they were having issues with the old version. I was told they cant do it and I need to buy a whole new mattress. This is a manufactured defect if it was a free replacement one thing but to repeatedly pay for the manufacturer product failure is just not right c
Business Response
Date: 11/12/2024
November 12th, 2024
Better Business Bureau of ********* & *****************;
RE: ****
Case # ********
Dear Better Business Bureau:
Thank you for the opportunity to respond regarding the complaint of our customer, *******,

We are offering to assist ****** with his comfort issues, providing solutions and assist with resolving his mattress sliding issue within the terms of his 115-year limited warranty. 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. We apologize for any inconvenience this may have caused. Our beds are not designed to gap or slide in this way. A person's body composition or sleeping behaviors can contribute to mattress sliding. If a component of Sleep Number has been upgraded the customer is still responsible for the cost under the warranty terms. Sleep Number remains innovative and creates new ways to enhance our customers experience.

Best regards,
Executive Team Consultant
Customer Answer
Date: 11/18/2024
I am rejecting this response because:

Sell me the Twin XL climatecool cover
I dont want to replace the same I8 cover that failed in less than 3 years.
I paid 10k for this mattress.
I am not spending another 1000 to replace a cover that last 3 years.
I want the newer upgraded version.
which was upgraded knowing of these problems.
Business Response
Date: 11/22/2024
November 22, 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. **************** terms of the limited warranty extended to the customer state that when a replacement part is needed due to a manufacturer defect, the customer is responsible for the prorated portion when the issue is reported after the initial full coverage portion of the warranty. The purpose of the warranty is specifically for manufacturer defects and would not apply at all for parts needed due misuse,negligence, or accidental damage.

The replacement product may be the same or similar to the original part though it may vary in design and/or color. The warranty does not allow for upgraded parts from other model beds and in this case the climatecool cover is not compatible with the bed the customer purchased, so it cannot be used to substitute for their original cover.

If the customer opts to replace the cover under the terms of their warranty, we recommend ensuring that the bed is at a suitable height for the sleepers to avoid stress on the attachment points if one or both sleepers are sliding down off the bed. This repetitive motion can cause issues to worsen over time, so it is important that the bed is at a height that allows customers to get up from the bed. The height of the legs on the base is adjustable and can potentially be raised or lowered to address this issue. We look forward to assisting the customer with replacing the cover and able to do so in compliance with the terms of their warranty which would include a portion of the cost to be paid by the customer.

Best Regards,
*** *.
Executive Team Consultant
Initial Complaint
Date:11/08/2024
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.
I recently purchased a bed from sleep number. The bed foot warming arent working after only using them for 4/5 months. Now the company is telling me I have to pay $350 to repair the bed I just paid over $6000 for.
Business Response
Date: 11/08/2024
November 8, 2024
?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 **************** team has reached out by email to work on a resolution. We encourage ****** to respond to the email. Best regards,
Executive Team Consultant
Customer Answer
Date: 11/08/2024
Better Business Bureau:

Thank you Diamond for contacting me. 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:11/05/2024
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 purchased our new bed approx 1.5 years ago. I'm in my 70s and normally don't look under the bed until my grandson lost a toy. That's when I discovered the main pump and pump bracket on the floor. I contacted customer service about the issue that clearly wasn't installed correctly. They required I pay $190 to send out a technician. Why should I have to pay to fix a problem that Sleep Number didn't install correctly?? I want my $190 returned. The technician took pictures and said he would provide them to customer service. I have called customer service again asking for my dollars to be returned? The lady said she had made her final decision and the funds would not be refunded. I believe they should correct there mistake for free!!
Business Response
Date: 11/06/2024
November 6, 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, *******.

I have investigated the file and considered the request. ******* is responsible for the cost of the service regarding the pump and changing the height of the legs. The services provided are not covered by the warranty and there was no contact from the customer for 1.5 years.

Best regards,
Executive Team Consultant
Initial Complaint
Date:11/04/2024
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.
Purchased a king size P5 sleep number bed on 06/30/2024, bed was delivered on 07/15/2024. Bed was not the same as what was tested in the store. Sleep number technician came out, the bed was defective. The foam pad had began to disintegrate, the control box was defective and the width was not measuring to a standard king size bed . Waited two weeks for technicians to come back out to replace parts, parts were replaced. The control box was not working as it should as it would take 5-10 minutes to inflate the bed. The bed would then completely deflate and my husband would be touching the platform. Then even with the new mattress pad the width was still a few inches short from a standard king. We had to wait almost two weeks for the bed to be picked up and then once I was issued a refund I noticed I was charged for the pick-up fee. This is not right. First there are no quality checks in place to check the bed to make sure all parts are working before shipping to the customer and if the bed is defective the customer then has to eat the pick-up fee as well. I should be not be charged for the pick-up fee. I should receive the full reimbursement for the bed.
Business Response
Date: 11/06/2024
November 6, 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.****.

Since filing this complaint, a member of the executive team has worked on the complaint and reached out to Ms. ********************* regards,
Executive Team Consultant
Initial Complaint
Date:11/04/2024
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.
We purchased a Sleep Number bed about 3 years ago. It was the top end king size. We paid just shy of $10000 for the complete bed, In September we realized a problem with one of the mattresses when my wife and I changed sides of the bed. We notified customer service and the agreed to send out a new mattress with a new foot warmer which we had initially purchased. I am in business and understand what a warranted is. We paid the approximately $450 for the replacement mattress and foot warmer which included a $150 service call for a technician to come out &install the new *************** warmer. About 2 weeks later when my wife went to use the foot warmer she realized it didnt work. At that point she contacted A Sleep Number service tech and after going thru several different actions she said that the foot warmer was defective a will get a new one set to us. When we called after it arrived we were told that it would be another $150 for a service tech to come out and install the 2 week old foot warmer. I dont think this is it a fair business practice and they shouldnt charge anther service fee for a product the is only about 2 weeks old. I have also filed a complaint with the state of ***************************. I am just looking for them to come back and install the new foot warmer without a $150:service fee which is more than fair.
Business Response
Date: 11/06/2024

November 6, 2024

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

RE: ****
Case # ********

Dear Better Business Bureau:

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

On 8/24/24 *** ****called about the foam in his bed losing firmness and height. We order a ***lacement foam for his bed with the foot warmer sleeves (the envelope that holds the foot warmer is place). The agent provided a price quote for ***lacing the foam for the affected side of the bed, including the service fee for installing the foam, totaling $444.06. The *** mistakenly referred to the footwarmer envelopes as a footwarmer ***lacement. The agent explained that service fees are not covered under the warranty.

*******` reached out again on 10/11 regarding the foot warmer on his bed not working. Due to the agent setting the expectation that the footwarmer was ***laced. *** **** believed that his brand new footwarmer was defective when in fact it had not been ***laced.

We ***laced his original foot warmer at no cost to him on 10/18/24. ******* should have been charged under the terms of the warranty for this part.  Installing warranty parts is not covered by the warranty after the first year. *** **** is responsible for the cost of installation.

Best regards,
Executive Team Consultant
Customer Answer
Date: 11/08/2024
I am rejecting this response because:
the service agent must be mistaken My wife saw the agent take the forwarder out of the bag and install it
someone needs to get their facts strait
We never would have required a new foot warmer unless the agent on the phone suggested that we do so

Business Response
Date: 11/11/2024
November 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, Mr. *************** position remains the same, we replaced his original foot warmer at no cost to him on 10/18/24. Mr. *** should have been charged under the terms of the warranty for this part.   Installing warranty parts is not covered by the warranty after the first year. Mr. **** is responsible for the cost of installation.
Best regards,
Executive Team Consultant
Customer Answer
Date: 11/12/2024
I am rejecting this response because:
The original foot warm/er was working before they replaced it.

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

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Sleep Number Corporation is BBB Accredited.