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

  2549 Vestal Pkwy E Suite 1, Vestal, NY 13850 Vestal, NY 13850

• 

  Sleep Number Corporation

  4840 McKnight Road Suite A Pittsburgh, PA 15237

• 

  Sleep Number

  7728 Mentor Avenue Mentor, OH 44060

• 

  Sleep Number

  17818 Royalton Road Strongsville, OH 44136

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:10/14/2024

  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.

  The bed has a deflated chamber on a bed that is under warranty. A call was made to the Sleep Number **************** ******************. A part was to be sent with instructions. A box arrived with only instructions and no part included. An attempt was made to communicate with the local Sleep Number store in ******, *******. The store was closed during office hours. No one has returned 3 left messages. A call was made today and the person who answered to the phone complained that he was understaffed. At the point, the person by the name of ******, hung up on me. I expect the bed will be exchanged for a new bed of equal or greater value.

  Business Response

  Date: 10/18/2024

  February 13, 2024
  
  Better Business Bureau of ********* & ************
  
  
  RE: ****
  RE: Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, *** ****.
  
  According to our records a replacement part has been sent and per the tracking number is expected arrive on 10/22/24 by the end of the day.
  
  
  Best Regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:10/14/2024

  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 filing a formal complaint against Sleep Number regarding the misrepresentation of the warranty and ongoing issues with my mattress.About 2 years ago, I purchased a Sleep Number bed for nearly $7,000, believing it came with a lifetime warranty. However, I later learned this warranty is limited and was not communicated during the sales process.Within months of purchase, I experienced malfunctions requiring replacement parts, including a used pump. Now, nearing two years, my bed goes flat every few hours, forcing me to sleep on the floor while still making payments. I was recently told I must pay for a new prorated mattress, which I find unacceptable.This mattress has become a money pit and has caused significant frustration. I demand that Sleep Number honor their warranty and replace my mattress at no cost, as I was promised at the time of sale.Thank you for your attention to this matter.

  Business Response

  Date: 10/14/2024

  October 14th , 2024
  Better Business Bureau of Minnesota & North Dakota
  Case # 22416998
  Dear Better Business Bureau:
  Thank you for the opportunity to respond to the complaint of
  our customer, Ms.**** 
  The 1-15 Limited warranty clearly states that: Sleep Number
  Corporation (“Sleep Number”) warrants its mattresses, adjustable bases, and
  non-adjustable integrated bases against defects in material or workmanship
  under normal use and service for a total period of fifteen (15) years from the
  date of original purchase consisting of a Full Warranty during the “First
  Warranty Year” (the time period between the original purchase date up to, but
  not including, the first anniversary of the original purchase date) and a
  Limited Warranty thereafter. Labor is not covered after the 1st year. This same
  information was provided to the customer with the receipt at the time of
  purchase.
  Best regards,
  Executive Team Consultant   

  Customer Answer

  Date: 10/14/2024

   I am rejecting this response because:
  
  
  
  
  I am writing to reject the response provided by Sleep Number. The company has failed to address the ongoing defects with my bed, which started from the beginning of my ownership. The replacement pump they provided me was a used pump, which has since proven to be faulty. This defective pump has caused additional issues where the bed no longer inflates correctly, severely affecting its functionality.
  
  I was unaware that labor would not be covered past the first year of the warranty. In fact, I was told by the sales representative at the time of purchase that my bed came with a lifetime warranty, which is clearly not the case. I feel misled by Sleep Number’s sales tactics and their product’s performance, especially given the premium price I paid for the bed. Now, the company expects me to purchase a new mattress due to an issue caused by their faulty equipment.
  
  Sleep Number’s limited one-year full coverage warranty for such an expensive product does not reflect the level of quality they claim. I believe this warranty limitation is indicative of their awareness of potential defects in their products, which makes the customer bear the burden of their faulty designs after the first year. I request that Sleep Number offer a more reasonable solution to this ongoing issue, as I should not be responsible for purchasing new parts or a new bed due to defects they provided from the outset.
  
  Thank you for your time and attention.
  

• Initial Complaint

  Date:10/14/2024

  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.

  Bed sinking in middle, very very uncomfortable. Have called main headquarters have sent mail to store I. Bought it from. No response from either. Paid $5000.00 for bed.

  Business Response

  Date: 10/18/2024

  
  October 18,2024
  
  Better Business Bureau of ********* & ************
  
  
  RE: ****
  RE: Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. *************** **** purchased her bed in 2022.   We called Ms. **** on 8/12/24 and on 10/18/24 regarding her bed and provided her with the number to call for assistance. ****************.  No return calls have been recorded.
  
  Ms. **** has a 1-15 Limited warranty, she is in the prorated portion of her warranty and there will be a cost for parts and installation.
  
  
  Best Regards,

  Executive Team Consultant  

• Initial Complaint

  Date:10/11/2024

  Type:Product 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.

  Hello,Sleep Number told us the the problem we had with our deflating bed was to buy a new pump. So we listened to the representative and bought the pump. We put it on and still had the same problem. The pump did not fix the issue. When we called Sleep Number to return the pump, they said the pump was non refundable. During the time of purchase, the representative never told us the pump was a non refundable item. We were only told this when we were trying to return it. Sleep Number records their conversations with customers. I'm sure if you listed to the recording, you will not here the repisentive say the item was nun refundable. Had we known, we would have bought the item form a 3rd party for less money and have to ability to return the pump if it didn't work. We trusted and followed the advice of the experts. A Sleep Number representative told us this would fix the problem and it didn't. We shouldn't' be stuck with something we don't need because Sleep Numbers suggestion was wrong. They are the experts and that's the only reason we listened to them and bought the pump. The followed their advisee and they were wrong. We should be able to return the item and get a refund.

  Business Response

  Date: 10/18/2024

  
  February 13, 2024
  
  Better Business Bureau of Minnesota & North Dakota
  
  
  RE: ****
  RE: Case # 22411322.
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our
  customer, Mr. ****.
  
  An order to return the pump has been processed.  Mr. ****will receive a prepaid label for the
  pump. He needs to drop it off a FedEx for return.  When the product is checked in we will refund
  the full amount.
  
  Best Regards,
  
  
  Executive Team Consultant  

  Customer Answer

  Date: 10/18/2024

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22411322, and find that this resolution is satisfactory to me.

  When will we receive the shipping label?

• Initial Complaint

  Date:10/10/2024

  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 our Sleep number I 8 bed approximately 14 months ago, at that time Purchased mattress pad protector, pillow,sheets. Had an accident and a mattress pad did not protect bed and left stain. Called to report. All went well. They sent someone out to replace mattress pad, cover and foam. But what they didn't tell me was this replacement foam is not the original bed. It is replacement FOAM! It is not anything like the original I 8 mattress that I had and loved. This does not have the 4 layers of memory ceramic cooling gel and is not soft as the original mattress. They replaced with hard black egg carton foam, they are calling replacement foam. I called immediately to complain as we cannot sleep on this bed that I still owe for. They refuse to replace with new mattress saying my 100 day trail is over on original mattress. I love my original mattress and would not have exchanged that one, this is not that one. This is a whole new bed given to me 2 weeks ago. They refuse to do anything about it. I need help for replacement or return.

  Business Response

  Date: 10/18/2024

  February 13, 2024
  
  Better Business Bureau of ********* & ************
  
  
  RE: ****
  RE: Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. ********************* **** complained to the CEO and is currently working with our escalations department on a resolution.
  
  Best Regards,
  
  Executive Team Consultant  

  Customer Answer

  Date: 10/18/2024

   I am rejecting this response because:
  I have heard from  a Ms. ****** on Wed Oct 16th. She said she would be in contact with me again to help solve the problem. Problem is yet unsolved, but I am waiting to hear back from her. Until then the bed is still not what I originally ordered and is still not my original I8 bed. But until I hear back, I wait. 
  
  

  Business Response

  Date: 10/22/2024

  October 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. ****
  
  Ms.**** complained to the CEO and is currently working with our escalations department on a resolution.  We appreciate her patience as we work on resolution.
  
  Best Regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:10/10/2024

  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 had half of my lung removed in August and I needed a good bed that would help me up and down. This business sold me a kids mattress ( I was unaware of this at the time) and told me I had 100 days to try it. On the second day I called and complained about the bed and they said I had to keep the base. That was never discussed and I do not have any paperwork stating this. I do feel they were not honest with me and it is not okay for them to force me to keep this base. I have stage 3 lung cancer and I feel i have been taken advantage of by this business. I want this removed from my credit. I am taking this base back to the store today and it will no longer be in my possession. They had every attempt to try to make this right and refused. Dont do business with sleep number

  Business Response

  Date: 10/18/2024

  October 18, 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, *** *************** 9/13/24 *** **** purchased a C1 Mattress and optional adjustable base. The C1 is not a childs bed. We sincerely apologize for the misinformation.
  
  *** **** signed and initialed the terms and conditions stating that she understood the policies and non-returnable policy regarding adjustable bases. In the terms and conditions, the policy on non authorized returns is explained. (See below)
  
  (Initial here)
  FlexFit adjustable bases, upholstered furniture,upholstered furniture
  accessories, and display products are final sale and cannot be returned or exchanged. Orders of upholstered
  furniture and upholstered furniture accessories also cannot be canceled or changed after purchase.
  
  Returns/Exchanges:
  Call to obtain a ************** Order (RSO) number and instructions on how to make a return.
  No unauthorized returns are allowed.
  Unauthorized returns will be destroyed with no refund or credit given.
  
  We have credited *** **** for the mattress. We are holding to the terms and conditions signed by *** ****.
  
  
  Executive Team Consultant  

  Customer Answer

  Date: 10/20/2024

   I am rejecting this response because: the sales associate Did not point out to me that the base could not be returned. She kept telling me that I could try it for 100 days. I called them on day two and let them know. It was not comfortable. Thats when I found out that the base was not returnable. Because of this misleading information and advertising. I took everything back to the store and then the Associate that was there that day Would not print anything out for me to sign showing that I had returned the base and remotes. After asking him mutable times. He tried arguing with me from the time I came through the door. Which is very unprofessional. I have video evidence of this. But the file is too big to upload here. I am more than willing to send this over if there is another way. 
  
  
  

  Business Response

  Date: 10/23/2024

  October 23, 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, *** ************ position remains the same, *** ****** signed and initiated the terms and conditions stating that she understood the policies and non-returnable policy regarding adjustable bases. In terms and conditions, the policy on non-authorized returns is explained.
  Call to obtain a ************** Order (RSO) number and instructions on how to make a return.
  No unauthorized returns are allowed.
  Unauthorized returns will be destroyed with no refund or credit given.
  We have credited *** ****** for the mattress. We are holding to the terms and conditions signed by *** ******.
  
  Executive Team Consultant  

  Customer Answer

  Date: 10/24/2024

   I am rejecting this response because: 1. I tried to get the Sales person to let me sign that I was bringing the remote and other items back but he would not print the paper work and kept talking hateful to me. I am telling you I have video evidence of this and you do not care to see it. 2. Your commercial's and sales **** are misleading by stating that you can try this product for 100 days and return it if your not satisfied. 3. I have stage 3 cancer and the way I was treated by your sales *** is uncalled for. He bullied me and kept arguing with me for over 20 mins and would not print the paper I needed. You now want to get every dime out of me you can and I brought all of these items back. The sales *** that sold me this product DID NOT STATE that I had to keep the base. She said initial, initial, sign and that is what I did. She also did not give me a copy of my paperwork. Your business is Misleading and is not trustworthy. I should have took the time to read everything, however I was sick because I just had half of my lung removed and trusted that I had 100 days to try your product because that was what your sale *** emphasized the entire sale. She new I just had major surgery and was more interested in making a sale instead of being honest. This is not good business and you all should be ashamed of yourself for allowing your sales **** to behave in the manner they have. Especially the man that was bulling me and saying things like " I have people in my family that had cancer and it is not that bad" He was a complete bully. Shame on him and your company. 
  
  
  

• Initial Complaint

  Date:10/09/2024

  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.

  Horrible service and ability to have the bed fixed. Haven't inflated correctly in a year!We bought a FlexTop ILE King size bed in the fall of 2020. It started deflating in 2023 and when we called to resolve, since we had a warranty, we were told to follow videos to troubleshoot and fix. It's a king size bed and it required us to lift it to troubleshoot. When we did and it was still deflating, we called to schedule a technician to come and fix. We were told that we had to pay $190 for a technician to come and troubleshoot, even though we already did. After 30 minutes with multiple people and us trying to explain that we already did and what the problem was, we finally were able to get a technician for $427 (warranty apparently starts disappearing pretty much as soon as you get the bed). There is still no guarantee that the bed will be fixed because techs apparently do not have supplies. Based on non-technical user experience, the company orders parts that the user must pay for and hope that they will be enough to fix the problem.Service is horrible, tech support is dismal, warranty is a joke! We paid >$6K for this bed. Never again will we buy a Smart Number bed and we would not recommend it to anyone!!!

  Business Response

  Date: 10/18/2024

  October 18, 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, *** ************** 7/6/23 we provided a quote for the replacement of the air chamber. The **** chose not to purchase until they completed the troubleshooting steps. The quote was good for 30 days.
  
  We had no further contact with the customer until 10/9/****** customer requested a supervisor after asking for a technician to bring the parts and come fix the bed.  We informed the customer that our technicians do not have parts in the truck. *** ****states in her complaint that she did the troubleshooting.  The results indicate that an air chamber is needed. We are not guessing about the needed part. The customer was transferred to a supervisor who set up an order to send out the parts which were delivered on 10/12/24 and have a technicians install them on 10/23/24.  
  
  
  Executive Team Consultant  

• Initial Complaint

  Date:10/09/2024

  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.

  We bought a sleep number bed believing that theyd stand behind their product. Weve had nothing but problems with this mattress. We bought it about a year ago and paid $4000. The money isnt the issue. The mattress is falling apart. There have been service technicians to our home several times over the past year. Some parts were replaced. The last time the techs were here, August I believe, they told me that the same problems are happening over and over again. I was also told by the ***** that this was a promotional mattress and inferior to their regular mattresses. We were not told that this was a promotional product when we ordered it. We called several times to complain pretty much begging for a better mattress but they put us off until the warranty had expired. Im sure the techs that were here will verify that this mattress had been falling apart. All I ask is that they offer me an upgraded mattress. Im not looking for a refund. I just want a mattress that we can actually sleep on! After all Ive been through with these people I think we deserve at least that.

  Business Response

  Date: 10/18/2024

  October 18, 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. ************** have searched with the provided information regarding Ms. ***** account.  There is no record of a purchase in the file I was able to find.  Please provide more information so that we can assist.  Is there another name or phone number associated with your purchase.
  
  Executive Team Consultant 
  
  Best
  

• Initial Complaint

  Date:10/07/2024

  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.

  Yes, I purchased a bed off of select comfort probably four or five years ago. Oh my had issues with the bed. As soon as I got it, the side, zipper cap busting it open and inside foam pieces was falling out I called them they sent me a zipper thing. Nothing worked. They sent me new inside pieces. He just kept falling out and falling out. I think I got a bad one from the factory I dont know Him and then they got to where they just wanted money all the time and I tried to I just wanted a new bed. I think they were something wrong with it. I dont know what was going on and I was falling out in the floor. The bad could not be used. We had to throw the bed a way they will not make this right they wont give me a new bad Ive talked to the corporate headquarters they just want money money money and I paid like $4000 for it and I think thats wrong. They should stand by their product and they should send me a brand new replacement bed the one I got from them was no good . And it is still under warranty.

  Business Response

  Date: 10/10/2024

  October 10, 2024
  
  Better Business Bureau of Minnesota & North Dakota
  
  
  RE: Mr. ****
  RE: Case # 22384657
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer,
  Mr. ****.
  
  Since filing this complaint, a member of our Executive Team has
  reached out by phone and spoken with Mr. ****. We would have been happy to work
  on a resolution, but Mr. **** no longer owns the bed. We would not be able to
  move forward with any warranty replacement since the bed was disposed of.
  
  
  Best Regards,
  
  DeAnna H.
  
  Executive Team Consultant

• Initial Complaint

  Date:10/07/2024

  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.

  Date of transaction 9/2/24 Amount paid $3545.89 The business agreed to to deliver and set up mattress connect everything and switch the foot warmers from the original sleep number mattress to the new sleep number mattress which they failed to do both. Im stuck with a mattress that I can't connect to via their app which they require, I have been told by both the technicians who were out that this an issue on their part, and was promised to be contacted back by someone on their end and it never happened.The business has not tried to resolve the issue after being promised to be contacted by someone

  Business Response

  Date: 10/10/2024

  October 10, 2024
  
  Better Business Bureau of Minnesota & North Dakota
  
  
  RE: Mr. ****
  RE: Case # 22383055
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our
  customer, Mr. ****.
  
  Since filing this complaint, a member of our Executive Team has
  reached out by phone to work on a resolution. We sincerely apologize for the
  inconvenience and frustration this issue may have caused.
  
  
  Best Regards,
  
  DeAnna H.
  
  Executive Team Consultant