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

1,112 total complaints in the last 3 years.
329 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:10/01/2024
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.
In 2020 (3.5-4yrs ago) my wife and I purchased a king sized i8 system from the Sleep Number store.While talking to the sales representative, they highly encouraged us to purchase Sleep Numbers 10 year warranty mattress protector along with our i8 system because it would protect the mattress and electronics from stains and damage. As well it would secure our manufacturer warranty on the mattress because if any damage or stains occurred, and we failed to have a mattress protector, it would void our warranty.Well this last weekend, we decided to rearrange the bedroom and while stripping everything down. We discovered that the shiny plastic backing on the mattress protector, which we assume is what provides its stain and water protection has disintegrated. Its just thousands of little tiny shiny pieces ************* we called the store and they directed us to call the warranty line for assistance.Sleep Number declined our warranty on their 10 YEAR WARRANTY mattress protector because the warranty apparently doesnt cover material and workmanship failures.. had we called up and filed a warranty claim about a stain or liquid damage. They would have sent us a new mattress protector but now that they have documented their product failed, our warranty is void in their ********* I called the Sleep Number store back and spoke to the manager hoping that he could resolve this insanity. He stated that he was going to make a call and get right back to me. Unfortunately that was three days ago now and he hasnt called.Sleep Number portrays themselves as a premium product, and they charge a premium price. Unfortunately they dont stand behind their products or warranty and their customer service is far from a premium ************* warning to prospective customers is becareful when doing business with Sleep Number they lack honesty and integrity but they will happily sell you on their great service, warranty, and product unfortunately they fail to deliver.
Business Response
Date: 10/08/2024
October 8th, 2024
Better Business Bureau of Minnesota & *****************;
RE:****
Case # ********
Dear Better Business Bureau:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr.**** ********* filing this complaint, a member of 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 have replaced the Total Protection Pad.We encourage Mr. *** to respond to his voicemail.

Best regards,
Executive Team Consultant
Customer Answer
Date: 10/08/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Initial Complaint
Date:09/30/2024
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 have experienced the same issue since I purchased my Sleep Number bed. I have had 3 technicians out to help but none have resolved the issued. My bed doesn't seem to adjust properly, and the is visibly drooping in the center. I have a Cal **** and when we sleep, we roll to the center due to lack of stability. I have major back/spinal injuries and purchased to help relief my daily pain. **************** hours have not permitted me to keep the pressure on your organization as they keep telling me to troubleshoot on my own, which I have.Move to today and I am scheduled for back surgery on 10/10. My surgery requires a 4 day stay in the hospital then I will be home for the next 8 weeks. Spoke to an agent who forwarded my concerns on. Then I was assigned to *******, who was less than helpful and actually tried to charge me more money to have someone come out. I provided an order # *********** but she said no order ********** show last Thursday (09/26). As if that wasn't not bad enough, I am now so frustrated at how condescending and dismissive Ronnica was to me today that I am never going to recommend any friends or family ever get a sleep number bed. On top of that ******* said, she was going to charge me the tech fee of $150 after the last agent said I would not be charged. Which her response was, "I will correct that now and charge you $150."Ronnica is a bully! I am so upset. I am having major back surgery in 10 days and I now feel I have made such a terrible choice in purchasing a sleep number that it's going to impact my recovery. ******* states she does NOT have a superior, and I cannot speak to anyone in the entire organization other than her. I do not believe that she is the only one that can help me here and she is refusing to help.I am asking for someone to come out and fix the problems I've had with my bed since the day I purchased it. **** PLEASE! Time is a factor here. I don't know why nobody showed last Thursday but I am running out of time.
Business Response
Date: 10/08/2024
October 8th , 2024
Better Business Bureau of Minnesota & North Dakota
RE:*****
Case # 22359834
Dear Better Business Bureau:
Thank you for the opportunity to respond to the complaint of
our customer, Ms.****
Ms. ***** purchased her on 10/21/2021. The one-year limited
warranty expired on 10/25/2022. Unfortunately, she is outside of the warranty
period. We’ll be happy to assist Ms.**** with her comfort
issues, providing solutions and suggestions. ?The
warranty for the customer’s mattress and adjustable base is a 1/15 limited
warranty which includes replacement of parts or products at no charge to the
customer during the first year of ownership, including labor. After the
first year if parts are needed, the customer is subject to a prorated cost and the
cost of a technician. Beginning in year number two, the larger portion of
the cost is incurred by Sleep Number or Sleep Number adjustable base
manufacturer team and the smaller portion of the cost is paid by the customer. We
have quoted the customer a cost for the replacement. Ms.*** may follow up with
our customer service department. at 1- 800-472-7185 M-F 8am-4:30PM central time
zone.

Best regards,
Executive Team Consultant
Customer Answer
Date: 10/09/2024
I am rejecting this response because:

I spoke to one individual, and she advised someone could come out and they would waive the service fee. Then my situation was escalated to another individual and she said she would charge me more money than the other girls stated. Advising me the other girl at Sleep Number lied and she would correct it by adding in an additional $150 for the tech fee. I called back because the original order #95018633688 for a tech to arrive two Thursday's ago, never showed. When I called back, I felt as though the supervisor was retaliating against me because I filed a complaint. She is the one that charged me more money than originally quoted and hung up on me. Then when I asked to speak to someone else, she said there is nobody else in the organization that I will be allowed to speak to.
Now I have my back surgery scheduled for tomorrow and will be in the hospital for 4 days, then home for 8 weeks for recovery. I have not been provided a technician, only the option to pay more money and then ultimately hung up on. I am less than satisfied and this could significantly impact my recovery. I am in tears at how awful this situation has been.
So yes, this is why I am rejecting my response from Sleep Number.
Signed, helpless!
Michelle Bartleson
Business Response
Date: 10/14/2024
October 14th , 2024
Better Business Bureau of Minnesota & North Dakota
RE:*****
Case # 22359834
Dear Better Business Bureau:
Thank you for the opportunity to respond to the complaint of
our customer, Ms.****
Our position remains the same, the order has been updated so
the labor fee has been waived, but the warranty part cost will not be waived. Ms.
***** purchased her on 10/21/2021. The one-year limited warranty expired on
10/25/2022. Unfortunately, he is outside of the warranty period. We’ll be happy
to assist Ms.**** with her comfort issues, providing solutions and suggestions.
?The
warranty for the customer’s mattress and adjustable base is a 1/15 limited
warranty which includes replacement of parts or products at no charge to the
customer during the first year of ownership, including labor. After the first year if parts are needed, the
customer is subject to a prorated cost and the cost of a technician. Beginning in year number two, the larger
portion of the cost is incurred by Sleep Number or Sleep Number adjustable base
manufacturer team and the smaller portion of the cost is paid by the customer.
We have quoted the customer a cost for the replacement. Ms.*** may follow up
with our customer service department. at 1- 800-472-7185 M-F 8am-4:30PM central
time zone.

Best regards,
Executive Team Consultant
Initial Complaint
Date:09/30/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a sleep number mattress from ************************************ store on 7 February, it was the wrong size for my bed. So on May 29, the correct mattress was delivered. However within 30, days the bed started losing air. I contacted sleep number and was told I needed to trouble shoot the bed. I contacted them again and was told that they were sending me something to cap off the bed, and they would call me back once I received the package. I waited and Noone ever called. So I called, I was told once again that I needed to perform trouble shooting steps. I explained that I have medical issues and were unable to pickup the mattress, after some time they stated they would send a technician out. Finally on September 18th the technicians came out and stated my air ******** on the bed was messed up and needed replacing. They called it in while they were standing in front of them. I have called, text and chatted. To no avail. This is a 3800 mattress, I am making payments. I need it fixed. I don't want it anymore, with the issues and the way they handle things, but they said since I had the original mattress and switched it out I can no longer give this one back, nor, cancel it and give it back. This mattress is garbage. It will not inflate, and they don't care. I don't want to have to worry about going through this again. Please help me get some resolution.Since the Southaven store closed the Technicians said this was the new store for me. The correct address for sleep number is *************************************************
Business Response
Date: 10/08/2024
October 8th, 2024

Better Business Bureau of Minnesota & North Dakota

RE: ******
Case #22356895

Dear
Better Business Bureau:

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

We
are offering to assist Ms.**** with her comfort issues, providing solutions and suggestions. Our Terms and
Conditions clearly state on the first page: The In-Home Trial Period for Sleep
Number® beds, nonadjustable bases, Bedding Collection items, DualTemp™ layer,
and Sleep Number® remote controls is 100 nights. If, after sleeping on your new
bed or non-adjustable base for a full 30 nights, you are not completely
satisfied, contact us before the end of the 100-night In-Home Trial Period to
arrange for the return or exchange of your purchase.
Ms.**** 100-Night Trial ended on 9/06/2024. Ms. **** could
have returned her mattress during this timeframe.

A member of ours reached
out on 9/18/2024 to replace the air chambers.
A return phone call was not followed by Ms.**** for the replacement. Ms.****
can give us a call at 1- 800-472-7185 M-F 8am-4:30PM central zone.

Best
regards,
Executive
Team Consultant
Initial Complaint
Date:09/27/2024
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.
Store manager failed to disclose fees associated with a promotional finance offer they talked us into Also the store manager opened an account with ************** and over charged the credit line without my knowledge or consent. This caused the account to placed in an over limit status causing damage to my credit.
Business Response
Date: 10/01/2024
October 1st, 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.**** ******************* allows us to charge 10% over the credit limit if the account is used on the same day as the application is processed. The customer would need to pay that overage in addition to the normal payment for that first month, to avoid any fees. Sleep Number and Synchrony are separate companies. Due to federal laws protecting the privacy of consumers financial information, Synchrony cannot provide or discuss our mutual customers financial transactions regarding their individual accounts. Any questions regarding your account(s) should be communicated to Synchrony directly at ************. Sleep Number cannot alter your agreement with Synchrony.

We sincerely apologize for his experience and the frustration this may have caused. We will use this as a coaching opportunity to improve customer experience. We appreciate ****** sharing his feedback.

Best Regards,
Executive Team Consultant
Customer Answer
Date: 10/01/2024
I am rejecting this response because:

Sleep Numbers employee failed to disclose this at time of purchase
This deception in their part
Business Response
Date: 10/09/2024
October 9th , 2024

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

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

Dear Better Business Bureau:

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

Our position remains the same.We will use this as a coaching opportunity to improve customer experience. We appreciate ****** sharing his feedback.  Any questions regarding your account(s) should be communicated to Synchrony directly at ************. Sleep Number cannot alter your agreement with Synchrony.

Best regards,
Executive Team Consultant
Initial Complaint
Date:09/26/2024
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.
11/28/20 I purchased a sleep number bed. It cost roughly $7,000. They assured me it was a quality made bed. The problem is that the bed has fell apart in many ways. It does not hold air and it has expanded in width about 7 inches. I'm not sure what the problem is, but when I called they sent me out a part to add to the bed. After I ***laced that part, I still have the problem. I called again and they said they could send someone out, but that would cost me $150 and they couldn't fix the bed. They could ***lace the bed at a prorated amount, but they *** I spoke to wasn't sure how much that would be. I feel like I was cheated. The bed shouldn't fall apart after only owning it for 4 years. I'm not a heavy person. I weigh 160lbs. This should have not happened to fast. I tried to speak to the legal department at sleep number and the *** ******* sad she couldn't provide me with that information. She said there was nothing further for her to do.
Business Response
Date: 10/01/2024
October 1st, 2024

Better Business Bureau of ********* & *****************;
RE: *****
Case # *********
Dear Better Business Bureau:
Thank you for the opportunity to respond regarding the complaint of our customer, ******* The warranty for the customers mattress and adjustable base is a 1/15 limited warranty which includes replacement of parts or products at no charge to the customer during the first year of ownership, including labor. After the first year if parts are needed, the customer is subject to a prorated cost.

Best regards,
Executive Team Consultant
Initial Complaint
Date:09/20/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My bed has been losing air for weeks and customer service keeps giving me the run around. Won't ship me any parts because they can't confirm the bed is losing air when I've told them it's literally flat.
Business Response
Date: 10/03/2024
October 3, 2024

Better Business Bureau of Minnesota & North Dakota

RE:
RE: Case # 22310922
Sleep Number Customer # ****

Dear Better Business Bureau:

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

In order to provide parts under warranty we require
troubleshooting to determine the correct replacement parts. Since the initiation of this complaint, the
customer has been in contact with our customer service team, completed the
troubleshooting process, and has had the appropriate replacement parts sent to
them. If the customer is still experiencing
issues after installing the replacement parts, we recommend the customer reach
back out to customer service to address their needs at that time.

Best Regards,
Amy O.
Executive Team Consultant
Initial Complaint
Date:09/18/2024
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.
I purchased a bed and a bedframe and they got my order wrong was delivered and the bedframe color was wrong and I called **************** to say that they got my order wrong the wrong color and they said that once they set it up that they cant take it back, but I did not order this color! But I didnt order this color of bedframe and told him at the time when they were setting this up!!!
Business Response
Date: 09/28/2024
September 28th, 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, *******
Since filing this complaint, a member of our Executive Team has reached out by voicemail to work on a resolution. We sincerely apologize for the inconvenience and frustration this issue has caused. We encourage ******* to respond to his voicemail.
?
Best regards,
Executive Team Consultant
Initial Complaint
Date:09/17/2024
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.
The contact was rude (****) would not resolve the faulty remote. Said they did not make the bed - only the mattress. The problem has been an issue for several years and they would not resolve the faulty remote. on day one of purchase.They want us to pay a fee of $100+ to have a trouble shooter stop by to clear the problem.
Business Response
Date: 09/27/2024
September27th, 2024
Better Business Bureau of Minnesota & *****************;
RE: *****
Case # 22297164
Dear Better Business Bureau:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr.***

The warranty for the customers adjustable base is a 1/15 limited warranty which includes replacement of parts or products at no charge to the customer during the first year of ownership, including labor. After the first year if parts are needed, the customer is subject to a prorated cost. Beginning in year number two, the larger portion of the cost is incurred by the adjustable base manufacturer and the smaller portion of the cost is paid by the customer. Progressing through the years of ownership, the customers portion of the cost increases and the companys portion decreases. The cost for labor to install parts is the customers responsibility after the first year of ownership.
If you have further questions related to your adjustable base warranty, please reach out the adjustable base manufacturer at ************** between the hours of 8am to 8pm EST Monday Friday or 10am 3pm EST on Saturday.

Best regards,
Executive Team Consultant
Customer Answer
Date: 10/01/2024
I am rejecting this response because:

The corporation continues to pass the buck to someone else. It's not their problem. This has gone on since the original purchase. They refused to replace the faulty remote. I am a disabled veteran and depend on this $10,000,00 bed to maintain my nighttime health and sleep. There is much finger pointing going on in this organization. Why market a product that you can't control the quality of the finished product.
Initial Complaint
Date:09/17/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased a new bed in may. We had problems with the bed sagging in the middle. We rolled into each other. They sent out service guys 3 times to try things to correct the problem. After 3 months I had enough. They said they would give us a discount on a better bed. We are78 years old and cant see spending more money. We had our previous sleep number bed for 17 years and loved it. I am mad because they charged us $249. to pick it up. I was willing to drop it off.
Business Response
Date: 09/26/2024
September 26, 2024
Better Business Bureau of ********* & ************
RE: Case # ********
Sleep Number Customer # ****

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

All customers are responsible for the delivery and pick-up fee should they decide to return the mattress. We do offer a 100-night trial for our smart beds, this trial is limited and does not extend to adjustable bases and shipping-delivery fees, which are non-returnable. Our Terms and Conditions clearly state that the customer is responsible for the shipping and return fees.
Best Regards,
Executive Team Consultant
Initial Complaint
Date:09/17/2024
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.
Paid $5000.00 for sleep number bed, approximately 5 years ago. Supposed to have lifetime warranty. Bed is now malfunctioning and cant get any response from corporate. Called Lexington store spoke with manager. She hung up on me today. September 16, 2024. I am sleeping in a hole, bed will not stay inflated.
Business Response
Date: 09/26/2024
September 26, 2024
Better Business Bureau of ********* & ************
RE: Case # ********
Sleep Number Customer # ****

Dear **********************:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. ************* viewing the customer account, this customer hasnt called and reported an issue since 2/28/2020, its been over 4 years since we have spoken to this customer. If the customer is having issues with the mattress, we encourage them to reach out to customer service **************,Monday Friday 8:00 am to 4:30 pm (CST)
Saturday 10:00 am to 2:00 pm (CST)
Best Regards,
Executive Team Consultant

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