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

  3 Wolf Rd Albany, NY 12205

• 

  Sleep Number

  17818 Royalton Road Strongsville, OH 44136

• 

  Sleep Number

  27879 Chagrin Blvd Woodmere, OH 44122

• 

  Sleep Number Store

  4389 Tamiami Trl N # 27 Naples, FL 34103

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:08/24/2024

  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.

  Sleep number misleads consumers as to fees associated with returning the mattress. This violates section ***** of the CA business and professions code.

  Customer Answer

  Date: 08/26/2024

  I visited the ******** and Encinitas Sleep Number show room on separate occasions. At both, I inquired about the return policy with their 100 night guarantee. At both, I was told there would be a return shipping fee charged, only. 

  If you review the Sleep number website, the fees associated with the return are made initially vague to mislead consumers, to the benefit of sleep number. 

  When I contacted Sleep Number to return the mattress (because it's terribly uncomfortable, creates back pain, and has an app the does not work correctly) I was informed, I'd be charged $200 shipping, and $270 return shipping. This is not what I was told. 

  Not only do the sales people intentionally provide misleading information, the website obfuscates the fees. Of course buried deep in the terms and conditions, they disclose. 

  To say Sleep Number's business practices are unethical and misleading, would be an understatement. Further, such action to mislead consumers violate CA's Business and Professions Code section ***** for unfair competition. 

  These air mattress are terrible, nothing like what is advertised. 

   

  Business Response

  Date: 08/28/2024

  August 28, 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.  We stand by our policy as presented to the 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

  Customer Answer

  Date: 08/28/2024

   I am rejecting this response because:
  
  Terrible product. 

  Misleading sales tactics 

  Poor customer service. 

  Faulty app

  Of course sleep number is well aware of these complaints, and profits from their misleading practices. I regret that sleep number does not wish to resolve the matter informally, but that is their prerogative. 

• Initial Complaint

  Date:08/19/2024

  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 is defective and is just an air mattress. They want me to fix it myself and pay for the part. Rip Off

  Business Response

  Date: 08/21/2024

  August 21, 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. ************ ****  purchase is covered by a 1-15 Limited warranty. 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.
  Best Regards,
  Executive Team Consultant  

• Initial Complaint

  Date:08/15/2024

  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.

  In the beginning of June we bought a pillow and returned the pillow on the 14th of June 2024 The pillow was accepted without any hesitations and we were told that we would be receiving a refund by mail within one week We have made numerous attempts and talked to various different people from customer service and have still not received a refund check!

  Business Response

  Date: 08/15/2024

  August 15th, 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****
  Ms. **** spoke with a member of our Executive team, and we were able to come to a mutually satisfactory solution.  We sincerely apologize for the customer experience.
  

  Best regards,
  Executive Team Consultant 

• Initial Complaint

  Date:08/12/2024

  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 am writing to express dissatisfaction with our Sleep Number bed and the lack of effective customer support. My husband and I purchased our bed (Order #***********) on October 6, 2023, and what was supposed to be a dream purchase has turned into a frustrating ordeal.We started with the P6 Smart Bed, which was comfortable but had unbearable motion transfer, making it impossible for us to sleep together. We contacted **************** and upgraded to the ********************** i8 Smart Bed with a split king, hoping to resolve the issue. However, the new bed was uncomfortable, made loud noises, and the motion transfer problem persisted.We exchanged the i8 for the P6 split king in January 2024, but this bed has been nothing but trouble. The comfort levels are inconsistent, the bed barely adjusts, and theres a constant clicking noise. Despite multiple calls, resets, and replacing the pump twice, the issues continue. Recently, the responsive air on my husbands side stopped working, and the pump goes off randomly at night, waking us up.We've spent a significant amount of money on this bed, and it's been disappointing. I had surgery in May 2024, and sleeping on the couch was more comfortable than our Sleep Number bed.We have been patient, but the proposed solutions have not worked. We are requesting a new base and mattress, as we believe our set is defective. My goal is to get a call back from someone who can resolve this issue by providing a replacement. Ive read forums and posts about people moving on to other beds, but I dont want to do thatI just want a comfortable bed that works properly and doesnt make sounds when you get in and out of bed.I am posting this review in the hopes that someone at Sleep Number will take our concerns seriously. If we can resolve this issue to our satisfaction, I will update this review to reflect the positive outcome.Thank you for your attention to this matter.

  Business Response

  Date: 08/16/2024

  August 16, 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. ********************* 8/13/24 Ms. ***** complaint to the CEO was received by our Consultants team. We are actively working with Ms. *********** We encourage her to continue working with the Consultant handling her case.
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:08/09/2024

  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.

  3/22/24 a C2 mattress and base were delivered to my address. The base has never worked properly since the software to allow it to link with the mattress was never loaded; thus, the base cannot elevate. I suffer with acid reflux so this was critical for my health. After over 4 months the requisite software still has not been installed. I have spent many hours during that time working with **************** Escalation staff including escalating the problem to upper levels of management, to keep attention on the problem. Other than promises and broken commitments, nothing has happened. A replacement of the base with pre-loaded software was refused as well. I am confident engineering and the IT staff are only working on new deliveries and ignoring my issue.

  Business Response

  Date: 08/15/2024

  August 15, 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. ************ customer purchased their mattress and base on separate orders which is not typical.  Therefore,additional steps were needed to pair the two components so they are able to function together.  The ticket to complete that process was started and work has continued to address the issue, but unforeseen complications have precluded a resolution at this time.  The ticket to resolve these software issues remains open and engineers continue working together to resolve this issue.  We do regret that the resolution has been delayed and sincerely apologize for the frustration.  The case is still actively being worked and a member of the escalations team continues to reach out to the customer with updates as they become available.
  
  Best Regards,
  **********
  Executive Team Consultant  

  Customer Answer

  Date: 08/16/2024

   I am rejecting this response because:  send new base with preinstalled software and remove existing base.  After 4 months this is a better alternative for all concerned it seems to me.
  
  

  Business Response

  Date: 08/21/2024

  August 21, 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. ************ position remains the same, the customers purchased their mattress and base on separate orders which is not typical. The ticket to resolve these software issues remains open and engineers continue working together to resolve this issue.  We do regret that the resolution has been delayed and sincerely apologize for the frustration.  The case is still actively being worked on and a member of the escalations team continues to reach out to the customer with updates as they become available.
  Best Regards,

• Initial Complaint

  Date:08/08/2024

  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.

  Summary: I purchased a king size bed with adjustable base under a "100-night satisfaction" guarantee, but when I attempted to return the purchase Sleep Number refused a full refund. Details:February 18, 2024 I entered the Sleep Number************************************* to consider beds on sale. We already own model *** 360 (2017) and I intended to purchase the same. The salesman (**** who now works at ************) informed me that *** 360 comes with ******* ***** base (not returnable under the 100-night trial. He stated that all the other "I-series" beds come with Sleep Number adjustable bases. So, I purchased an I-8 King size split mattress with dual adjustable base. Installation experience was not good. Reset button was hanging by the wires (and continues to pop out to date). Installer only had half the straps that attach the mattresses to the base. Two weeks later a repair team replaced the computer and electrical motors, but did not have the straps for the mattresses. April 1, 2024 I spoke to Sleep Number representative, ***** and asked to return the bed under the "100 night trial" policy. ***** connected me to manager *** who offered to send us an *** mattress since we liked our previous purchase. He also extended our 100 night trial to June. April 17, 2024 installation team arrived with an I-8 standard king size mattress, and NOT the *** 360. I called and only received excuses and the offer to send a free mattress cover. I called again in June before our 100-night extension expired and I was told that we could only return the mattress and that the base sale was final. After speaking with a manager, I was told that I would have to take my issue to the store I purchased the bed and ask the sales manager to e-mail a regional manager. This was done and I was told that the adjustable base sale was "final". This was the first I heard this. **************** claimed that I signed a document stating this but refused to produce said document.

  Business Response

  Date: 08/14/2024

  August 14th, 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 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 she understood them at the point of sale.? 
  
  Best regards, 
  Executive Team Consultant   

• Initial Complaint

  Date:08/08/2024

  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.

  We ordered a sleep number bed on July 20, 2024 with a delivery and set-up date of July 30, 2024. I was given a window for delivery of 7:30 AM and 10:30 PM. We took the morning off work and nobody came. Nobody called or texted. We were rescheduled for August 27th because the "freight was lost" We had given our old mattress to daughter the weekend before for college and were without a mattress. After phone calls placed by us we were rebooked for August 7 th between 11:30-2:30. Nobody came, nobody called, no text. We were told the truck broke down and rescheduled for September 4th. I called again and left a message with the case manager, *****, who did not return the call. There is obviously an issue in this company and they are unapologetic for people missing work, sleeping on air mattresses and waiting for them to show up and they don't even have the courtesy to contact you. We asked to pick the bed up ourselves and all of a sudden it's not in our town as they had said. We want answers and the bed we spent a tremendous amount of money for or the amount of money we are out due to this and a refund.

  Business Response

  Date: 08/09/2024

  July 9th, 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, ********
  
  We apologize for this great inconvenience and frustration this issue has caused. Home delivery has been rescheduled for the sooner date of 8/13/2024.While Door-step delivery is an option in certain states we do not allow customers to pick up the items. A Case manager has spoken with customer and provided a set of sheets at no cost for the inconvenience.
  
  
  Best regards
  Executive Team Consultant   

• Initial Complaint

  Date:08/01/2024

  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.

  The sleep number bed corporation require that you engage their technicians to move the bed (at a fee of 250 dollars each time) I have engaged and paid this fee three times. The last team told me that I had six screws missing. I am requesting that they supply me these screws. These screws were either never installed when the bed was delivered or not returned when they were moved. Calling tech support tells me that I need to order them from the base manufacturer (they want over $70 dollars for these 6 screws). These screws are used to hold the side boards to the base. When I ask to escalate this to a second level I am told I have to call back - I ask for a number and I am told to call the same number I called already - in plain words we will not help you. This account is under the name of ******************* this to clarify the account holder ID.

  Business Response

  Date: 08/06/2024

  August 6th, 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.**** ***** filing this complaint, a member of the Executive Team has spoken with Mr.****and has come to a satisfactory resolution.  
  
  Best regards, 
  Executive Team Consultant   

• Initial Complaint

  Date:07/31/2024

  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.

  We ordered a $10,000 bed and base on July 7th. Was told they couldn't deliver util July 30, 2024. The delivery team arrived today, July 30th and the base was broken. We gave our bed away and slept on the couch last night. The delivery personnel said they would contact their manager to see what could be done. Instead they loaded up everything and left with no notice. I then proceeded to call the number given and spent over an hour getting transferred, getting disconnected before finally just doing an online chat. I told them the delivery drivers should have left the mattress and just taken the broken base back but instead took everything. I told them I wanted a replacement within 24 hours as we had no bed. They said nothing available until August 6th. Not acceptable. And no offer of any kind of compensation for their error.

  Business Response

  Date: 08/06/2024

  August 6th, 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.*****. 
  Since filing this complaint, a member of our Executive Team has reached out by email to work on a resolution. We sincerely apologize for the inconvenience and frustration this issue has caused. Home delivery has been rescheduled for the sooner date of 8/06/24.We encourage Mr. **** to respond to his email.  
  
  Best regards, 
  Executive Team Consultant   

• Initial Complaint

  Date:07/31/2024

  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.

  Date of transaction: June 30, 2024. Amount paid: $1917.12.The business committed to providing me with a mattress that works. I received a sleep number smart bed, which is supposed to inflate to the "sleep number" you set it at. The mattress came broken- it does NOT work. The mattress deflates. They are refusing to let me return this mattress for free. They want me to pay about $260 to return a broken mattress. The business tried to replace a part of the mattress, which they said was the issue. The part was replaced, and the mattress still does not work. They still refuse to let me return the broken mattress at no cost. They also charged me $130 to have the broken mattress delivered (They waived half the delivery fee) only- originally they were going to make me pay $260 to have the broken mattress delivered in the first place). The issue does not involve advertising.

  Business Response

  Date: 08/02/2024

  August 2nd, 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 our Executive Team has reached out by email to work on a resolution. We sincerely apologize for the inconvenience and frustration this issue has caused. A repair service has been scheduled for the sooner date of 8/14/24.We encourage Ms.**** to respond to her email.  
  
  Best regards, 
  Executive Team Consultant