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:11/04/2024
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.
As a disabled veteran, I purchased a Sleep Number bed set, including an adjustable base, to alleviate my chronic back pain and help reduce my fiancs snoring. Unfortunately, the base did not meet these needs, providing no relief for my back and offering no assistance with the snoring issue. When we visited the Sleep Number store, we were eager to find a solution, and the sales representative seemed just as eager to make a quick sale. He skimmed through the terms and didnt inform us that the adjustable base was non-returnable. We trusted that everything was covered in what we were purchasing.After experiencing issues with the beds functionality, I called Sleep Numbers customer service a week ago to express our dissatisfaction. At that time, I was offered a free mattress topper to enhance comfort, with no mention that the base was non-returnable. We accepted the topper in hopes it would improve our experience, but it did not resolve our issues.When I called back to request a return of the base after the topper failed to help, I spoke with a second representative who informed me that the base was indeed non-returnable. They transferred me to a manager after suggesting they might make an exception due to my circumstances, only to be told no once again. This has been an incredibly frustrating and disappointing experience, especially considering the importance of comfort and relief in my ************ a loyal customer seeking honest service, I am requesting that Sleep Number allow me to return the adjustable base. It was not made clear at the time of purchase that the base was final sale, nor was it adequately disclosed during my follow-up call. The process has been misleading and lacking transparency. I hope Sleep Number will do the right thing and prioritize customer care by accepting the return of this item that does not serve its intended purpose for my medical and practical needs.
Business Response
Date: 11/06/2024

November 6, 2024
Better Business Bureau of Minnesota & ************
Case # ********
Dear Better Business Bureau:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. ***********
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. 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 ********* 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 Ms. **** at the time of the purchase.?
Best regards,
Initial Complaint
Date:11/01/2024
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 mattress and adjustable base on August 11, 2024. When it was delivered, the technicians were unable to get the app to work, and left by telling us we would just have to call customer service, there was nothing they could do. We called customer service and they were also unable to help. We were required to pay for the "premium delivery," yet the delivery/install/set up process was not completed. The app has not worked since, and customer service has not been able to resolve. We then called customer service a few weeks later because we found the bed to be extremely uncomfortable and we were looking for some troubleshooting advice. They were unable to give any suggestions on how to decide on our preferred numbers, but offered to send us a complementary queen mattress topper for our troubles with the mattress and delivery process, which we accepted. We have called several times since then to find out the status of this mattress topper, but no one seems to know. We were not asking for a free item, but if the customer service agent offered it, they should be prepared to make good on that promise. Subsequently, we have decided to return the mattress because it is not holding air and we have had too much trouble with the company to trust that it will be repaired correctly. Every few days, we have to increase the sleep number, just to get it to stay at the same firmness. I have been waking up in pain every morning, and unable to sleep more than a few hours at a time. We have only had the mattress for two months and it should not be malfunctioning. The mattress has been picked up but we are still liable for paying the return fee, even though the mattress is defective. We should not be responsible for paying for the return of a defective item, and we should have been sent the complimentary mattress topper that was offered to us.
Business Response
Date: 11/04/2024
November 4, 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 sincerely apologize for the customer experience and are using his feedback for coaching opportunities. All calls into and out of the customer service center are recorded for quality. There was no mention of air loss from the customer. We could have replaced the needed parts to stop air loss.

The first paragraph of the Terms and Conditions clearly states that the customer is responsible for the shipping and return fees. We could have replaced the needed parts to stop air loss, however in Ms. **** response she mentions that any service for air loss was refused.

Best regards,
Executive Team Consultant
Initial Complaint
Date:10/28/2024
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.
Bed mattress bladders have both developed trenches . They have been replaced multiple times. The motor has been replaced and the bed taken apart and the wiring checked. New hoses are due to be installed 11/1. If this doesn't work I would like to get my money back.
Business Response
Date: 10/31/2024
October 31, 2024
Better Business Bureau of ********* & ************

RE: ****
Case # ********
Sleep Number customer # ****

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

Thank you for the opportunity to respond regarding the complaint of our customer, Ms.****
We do not have a record of a Sale for Mr. ***** at the address provided. We searched the email address and phone number and could not find a record.
Best regards,
Executive Team Consultant
Customer Answer
Date: 11/10/2024
I am rejecting this response because:
These people are full of P*** They are responding because their records show my wife's name at the same address and are trying to weasel out of this situation. I can understand their DEI response because of lack of research into this problem. Laziness is not an excuse!! I will not be bullied by these people. They took my money in my name, put the product in my wife's name and are trying to weasel out of their responsibility. NO, I DO NOT ACCEPT THIS.

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 would be more than happy to assist but we do not have a record of a Sale for Mr. ***** at the address provided. We searched for the email address and phone number and could not find a record. If ****** can please provide the correct account information.

Best regards,
Executive Team Consultant
Initial Complaint
Date:10/21/2024
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 mattress on 09/01/2024. My order number is ***********. We were not satisfied with the mattress as it did not end up giving us the comfort we were explained in the retail store. Store number ***** - FL - Homestead. We asked specifically regarding the trial if we are not satisfied with the beds performance what would be the return process. Sales manager ***** advised that the only out of pocket we will lose will be our initial delivery fee of $250 is non - refundable. We contacted their customer support to process a return after attempting to make it work and were advised we would need to pay a additional $250 to have Sleep Number pick up the mattress within the 100 night trial period. On 10/21/2024 we spoke with the manager ***** who admitted not advising of the return fee of $250 that is also not disclosed in the purchase agreement. The manager attempted to resolve and was denied by the district manager to remedy the issue of not providing all fees upfront when asked. We were only advised the only non-refundable fee would be the initial delivery fee. We are looking reimbursement of the $250 pick up fee for returning the mattress as we were never disclosed the information when we asked at the time of purchased of any other fees.
Business Response
Date: 10/29/2024

October 29th, 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 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 per the Terms and Conditions of Sale. Customers are responsible forshipping and delivery fees are non-refundable and do not include any return shipping/pick-up service. You are responsible for any shipping fees. For the return of items that required doorstep delivery or in-home delivery, you are responsible for the return pick-up fee. 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:10/21/2024
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.
A manager a sleep number deceived me regarding a recent purchase of a sleep number Ile with an adjustable base. The bed did not done as it was reprenaent to do and the base was broken. They initially refused to refund me but processed a are fund for the mattress only now they are refusing to return the base now that it is in theur possession stating that it was an unauthorized return. The base has been sleep numbers possession since 10/11/24 at 2:45 pm EST and they refuse to refund my money. I never signed a contract, I signed a receipt. They have numerous complaints and a history of doing this to customers.
Business Response
Date: 10/23/2024
October 23, 2024

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

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

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

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

On 10/11/24 Ms. **** convinced our technicians to make an unauthorized return on her adjustable base. We have refunded her the cost of the base.

Best regards,
Executive Team Consultant
Initial Complaint
Date:10/21/2024
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.
Soon after purchasing the sleep number system, it became clear the product wasnt for us. We requested to return it. Weeks later - the company refused to pick it up until after at least 30 days - the mattress was returned and money eventually refunded. As per contract the Company issued a retainer bar system to make the base usable with the new mattress procured. The bar system initially sent wasnt compatible, nor was the second. It appears the Company doesnt have a retainer bar system compatible with our base. We requested the company refund us for the base and pick up, which it refuses to do time and again. We were ensured on multiple times the base would work with any mattress, however it appears our base doesnt work with the sleep number bar system. Multiple calls later have produced no resolution other than to be told we are adults and should have read the contract. We are left only to conclude the Company sold us an outdated base - old or faulty - or hasnt developed a bar system for this base model. The latest offer is to dispatch a tech to review on our dime at a cost of $200 to prove it isnt functional. **************** cant move beyond stating sales are final and other disparaging lines. The Company has failed to meet its promises. Any help is appreciated.
Business Response
Date: 10/29/2024
October 29th, 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. *************** 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. ******* did sign the terms and conditions stating that he understood them at the point of sale. The retainer bars are compatible with all our adjustable bases. On 10/11/2024 we offered to send Mr. **** a technician to install the retainer bar he declined.

Best regards,
Executive Team Consultant
Customer Answer
Date: 11/09/2024
I am rejecting this response because:

The bars are not compatible with the base sold. The company has sent multiple bars and they do not align with the base at all. The company wants hundreds of dollars to dispatch a technician; this is unacceptable and merely another means to extort funds from customers. My wife and I have made multiple calls requesting a supervisor to no avail. Instead, we find crude call center **** who demean and deflect with no interest in reaching satisfactory resolution. Moreover, I would suggest the agreement is null and void as the bars are not comparable with the base sold to me and the warrant made by both the companys sales and customer service department: the base will work with all mattresses. It categorically does not. If the companys suggested remedy is to alter the base (drill holes in it or some other manner) that remedy is not acceptable and congruent with any level of reason.
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, Mr. ***************** reviewing your account based off the photos youve sent to our Case managers it seems the retainer bars were being installed incorrectly, we have provided an installation guide by email. Our position remains the same. We will be happy to continue supporting the base under the terms of the Limited warranty.

Best regards,
Executive Team Consultant
Customer Answer
Date: 11/12/2024
We have reviewed materials / instructions sent to no avail. I am stunned and disappointed they refuse to send a technician free of charge. I will not pay for a technician to install the bars - given the cost already incurred and warrants, the company should dispatch a tech free of charge to install.
Initial Complaint
Date:10/18/2024
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.
On October 4th we purchased a Sleep Number bed after trying it in store on October 3rd. Not only did the bed we tried have a silver bug come out of it, but when it was installed it damaged the footboard of our bed with the adjustable base by the installation team. They took pictures and told me they would get back to me. No word. Further, the team did not install correctly (they stripped the tape from the legs which makes it wobble). A second tech came out and said we didn't even have the right legs. A 3rd tech finally came and put in the higher legs but the base still wobbles. Talking with customer service they refuse to take back the bed in entirety saying the base is final sale, yet the base is wobbly, damaged our bed and does not work as tested and advertised. Instead they want to keep sending techs and charge us for those technicians to come out. We want to return and get our money back to be done dealing with this horrible company.
Business Response
Date: 10/22/2024

October 22, 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, *******.

******* bed was delivered on 10/4/24. We have filed a damage claim for him and the delivery team will handle that process. Mr. **** has not been charged for any needed service calls or parts to make his bed right. ******* is scheduled for a new base delivery on 10/29/24.

******* has been left a message by a member of the Executive team to offer a resolution.

Best regards,
Executive Team Consultant
Customer Answer
Date: 10/29/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. Please remove my complaint and close out the case. I wish for no further action nor any of my comments to be posted.
Best,
******
Initial Complaint
Date:10/18/2024
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 bought a sleep number bed that is defective. It was replaced one already due to the issues and since then it has broken. The right side doesnt inflate and the employees who came to see what was wrong stated they couldnt fix it. It wasnt a normal deflating issue. The guys that came to try and fix the bed said the bed needed to be replaced. This was a bed that cost over *****. I want the bed to simply be replaced. I have Stage IV Metastatic Breast Cancer and I am trying to focus on my health. I cant be fighting with Sleep Number. They have the worst customer service. One person said they would replace the bed and another manager said they wouldnt. I was told it is up to the managers because they replace beds all the time. I just want my purchase upheld and the bed replaced. Thats it. The order was under my husbands name *** ***** / ******* ***** **************** Trumbull, CT ***** ********** / **********.
Business Response
Date: 10/22/2024

October 22, 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.****.

On 5/1/2020 Ms. **** purchased a 2020 King ILE mattress and integrated base. There were no complaints or calls for service until 2/28/24 a technician came out to look at the bed. He left the following notes: Capping bed to do a mattress test.
2/28/2024 10:42:09 AM CUSTOMER HAD A NON-SN WOODEN BEDFRAME - SHE WAS EXPECTING TEAM TO TRY FIX IT - TEAM INFORMED CUST THEY CANNOT.

There are no notes regarding the need to replace the mattress. Ms. **** has never ordered or purchased any warranty parts. We will be happy to assist her under the terms of her Warranty.

Best regards,
Executive Team Consultant
Customer Answer
Date: 10/22/2024
I am rejecting this response because:

I have contacted sleep number a multitude of times and have been met with the rudest and most unhelpful people including managers. There has got to be a mountain of notes from the people I have spoken with. I have also sent a treasure trove of pictures showing my mattress is completely sunken in the middle and not able to be rectified.
Yes, as I previously explained the gentleman cam to cap th mattress to do a test. They stated the mattress was not able to be helped. The test showed there were no leaks or anything sleep number could do to repair what was wrong. The gentleman stated the mattress needed to be replaced and that they would make a note of it and that it was ultimately up to whatever manager you spoke with. They told me some will replace them and some will not. They were correct. I called customer service after they left and explained the test was done, the meatless showed it was not a leak or motor issue and they were unable to find any fix they could do to make the matress work as it should. I advised they stated this mattress was a lemon. The managers I spoke with were rude and even when I showed them pictures they said that I could pay for more people to come and look again or that was it. That is a waste of money since they already came and stated the mattress was unfixable. I have been going back and forth with sleep number for months. This mattress should have been replaced. Im dying of Stage IV Metastatic Breast Cancer and I just want to be able to sleep on a comfortable mattress that doesnt sink into the middle which makes it impossible to fall asleep. This cost me over $6,000. Please replace this thing. This is unfair to make me jump through hoop after hoop after hoop. You can see you guys have a 1 star review on due to your warranty and how you refuse to do right by your customers. Im happy to attach a picture so you can see the mattress in question.
Thank you.
Business Response
Date: 10/29/2024

October 29, 2024

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

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

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

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

Our position remains the same.

On 3/1/24 Ms. ***** called in with the results of her capping test. The bed was loosing air after the ******** were capped because the chamber is flat. This indicates that the ******** are not holding air. When the ******** are not filled it is normal for the bed to look lopsided.

There are no notes regarding the need to replace the mattress. Ms. ***** has never ordered or purchased any warranty parts. We will be happy to assist her under the terms of her Warranty to purchase a air chamber and install service.

Best regards,
Executive Team Consultant
Initial Complaint
Date:10/17/2024
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.
Fraudulent and predatory business practices.We ordered the most expensive product they offer, nearly $16,000.00 for a bed.When it arrived the order was not only wrong it was drastically different in quality from the showroom.When I contacted both the store and customer service and explained the problem instead of offering to amend the situation they wanted to charge more.I then requested to return all items immediately and I was told I must wait 30 days. So not only do I have the wrong product Im stuck with it for 30 days.Part of the order hasnt arrived and wont arrive for 4 more weeksthey will also not allow me to cancel this order.Misleading product sales, predatory business practices, and unethical leadership.We bought the most expensive set imagine if it was the cheapest?
Business Response
Date: 10/22/2024
October 22, 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.****

On 9/28/24 Mr. **** purchased a ********************** 360, due to an error at the point of sale the wrong style bed was delivered. We sincerely apologize for the error and a member of the Executive team has reached out with a resolution.

Best regards,
Executive Team Consultant
Initial Complaint
Date:10/16/2024
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 recently purchased a Sleep Number Bed, and unfortunately, it has been a huge disappointment. The design flaws are causing me severe painpain I never had before. I used to be active, enjoying workouts and hikes with my husband, but now, I cant even do those things because of the discomfort this bed has caused me. Its affected not only my physical health but also my happiness and my relationship. I feel more depressed than ever, and its all because of the lack of quality *********************** make matters worse, the beds design has serious issues. For instance, theres a reset button that connects the bed to the controls or your phone, but its completely inaccessible because its covered by the bed frame. When I called customer service within the ******* return period, I was met with nothing but empty promises. Despite my repeated attempts, they refused to take the product back, saying, Theres nothing we can do.After spending $15,000 on this bed, I feel like Ive been misled both in-store and by corporate. They were all too eager to sell the product but offered no real support when things went wrong. Now I have no choice but to buy a new bed and donate this one. My advice? Do not waste your money on a Sleep Number Bed. Its been nothing but a nightmare for me.
Business Response
Date: 10/18/2024
Better Business Bureau of Minnesota & North Dakota
RE: *****
Case # ********

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

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