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

  1595 Glidewell Dr Ste 101A Burlington, NC 27215

• 

  Sleep Number Store

  4389 Tamiami Trl N # 27 Naples, FL 34103

• 

  Sleep Number

  4119 N Sterling Ave Peoria, IL 61615

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  Sleep Number

  2002 N Prospect Ave Champaign, IL 61820

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been long-time customers and advocates for the ********************** but the air chamber delaminated creating a large bubble, making it next to impossible to sleep on! I spent hours on Chat and on the phone with customer service people who are happy to help solve the problem as long as we pay to replace the defective item, saying their warranty only covers a small portion of the exorbitant cost. When we bought the bed, the salesperson assured us that if there was ever an issue with the product, they would happily replace it at no charge if defective, I'm not sure how much more defective it can be when the layers delaminate, it looks perfectly brand new as we've taken immaculate care of it since day one. So, why on Earth would we pay to replace a "DEFECTIVE" product, I've never been so frustrated by a corporate policy and their lack of consideration for customers, who by the way paid a significant premium by purchasing the King **** plush model. I would never recommend this product after receiving such horrible treatment as they transferred me to at least a dozen people and finally inform me that there is no one who can approve replacing this defective product unless we pay the ridiculously high cost. They should better train their sales staff as we feel we were told something very different than what they are telling us is the warranty! I finally spoke with ***** (employee ID 771) who informed me that there is no one above her who could help resolve the issue, not the CEO (****** R. *****), *** (******* *****), or anyone else. I guess they are pretty clear with their staff that they care little about the quality of their products, service, or their loyal customers....

  Business Response

  Date: 11/29/2024

  
  November 29, 2024
  
  Better Business Bureau of Minnesota & ************
  
  RE: ****
  Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. ****************** filing this complaint, a member of the executive team has been in touch with Mr. **** and offered resolution.
  
  
  Executive Team Consultant  

• Initial Complaint

  Date:11/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 11/29/2024

  
  November 29, 2024
  
  Better Business Bureau of Minnesota & ************
  
  RE: ****
  Case # ********.
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, *** ************** member of the Executive team has been in touch with *** ****and offered a resolution.
  
  
  Executive Team Consultant  

• Initial Complaint

  Date:11/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   I am rejecting this response because:
  
  Even though this ridiculous return policy is in the fine print, doesnt make it right. I have never heard of a company not allowing returns for this type of product. I can buy the same quality base from a mattress store or ****** for $2000 less and I would be able to return it if I needed to within 30 days. We are also being charged $250 for you to pick up the mattress that we are returning within the trail. We bought the base and the mattress as a package and they should be returned as a package. This has been a giant scam, and I feel so stupid for falling for it. We have lost so much money because of Sleep Number. I know several people who are considering a Sleep Number and I will inform them about their poor customer service.ey tried to come to a resolution by offering a topper, but we do not want the mattress whatsoever. We are extremely unhappy with the customer service and feel as though we have been scammed big time. I have friends and family who are considering a Sleep Number and I will tell them it would be wise to stay away from them. We want a refund.

  Business Response

  Date: 11/29/2024

  November 29, 2024
  
  Better Business Bureau of Minnesota & ************
  
  
  RE:
  RE: Case # ********
  Sleep Number Customer # ***
  
  Dear **********************:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, **** ***.
  
  Customers who purchase their beds on the ********************** website are provided with an opportunity to review their order including the terms and conditions of sale as well as the return policy before submitting.  A disclaimer explains that by clicking the button to place order you are agreeing to those terms and it also mentions that there are important exclusions.  It is the consumers responsibility to review the information in those links before submitting their order.  The terms explicitly state that the in-home trial does not apply to adjustable bases.  As mentioned by **** *** the adjustable base can be used with other mattresses, and we provide the hardware to allow for the base to be functional with other non-Sleep Number mattresses.
  
  Best Regards,
  *** *.
  Executive Team Consultant  

  Business Response

  Date: 12/05/2024

  December 5. 2024
  Better Business Bureau of Minnesota & ************
  RE:
  RE: Case # ********
  Sleep Number Customer # ***
  
  Dear **********************:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. *************** position remains the same, the terms and conditions are signed by the customer acknowledging that she understood the terms.Furthermore, our terms and conditions arent in fine print. Every customer has to pay the return fee, Ms. ***** isnt an exception to that policy.
  Best Regards,
  Executive Team Consultant  

  Customer Answer

  Date: 12/11/2024

   I am rejecting this response because:
  
  Sleep Number has absolutely terrible customer service. We were not aware of this policy when we checked out. We purchased the mattress and base as a PACKAGE. It should be returned as one! We had both less than a week before we decided it wasnt for us, its B.S. that a $3300 base that we had less than a week cannot be returned. Youre charging us to return the mattress, why cant you charge us to return the base? Makes no sense! 

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a Sleep Number Bed approximately 10 years ago. It came with a 25 year pro-rated warranty. The bed is broken in two places. They sent parts for one repair but the other is far beyond what I can do (I'm in a wheelchair). I've tried repeatedly to get them to send someone to fix it. They keep telling me to call ***************************, the manufacturer of the base. *************************** keeps sending me to Sleep Number. I bought my bed from Sleep Number, not ******* & *****. I've offered to pay for someone to repair my bed and still can't get someone to come fix it. That's all I want. Somebody to come to my home and fix my bed. I cannot do it myself.

  Business Response

  Date: 11/29/2024

  November 29, 2024
  Better Business Bureau of Minnesota & ************
  
  RE: ****
  Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. **************** **** purchased his mattress and base in 2014.  I reached out to the manufacturer and asked them to please give Mr. **** a call and help him resolved the issue with the base.
  
  The manufacturer of the base carries the warranty on the base.  Sleep Number carries the warranty on the mattress.
  
  
  Executive Team Consultant  

• Initial Complaint

  Date:11/20/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   I am rejecting this response because:
  
  This is a clear and simple falsehood.  We have had numerous interactions for months, including recently, with customer service at **********************.  In each case, we get contradictory advise relative to the previous customer service representative-- nonetheless, we have followed every suggestion and "fix" they have told us to do.  NOTHING has worked in the slightest.  The mattress is a deflating balloon that cost us thousands of $$ and several bad nights of sleep due to zero resolution.  We have contacted and recontacted Sleep number over and over to explain that nothing they suggest worked; we are left with the conclusion that they do not care.  What used to be a reputable company is no longer such.  Such a loss of money and angst!  I even wrote to their leadership at corporate headquarters in *********-- NOTHING!  They are criminal in their practices and if you check recent reviews, you will see we are far from the only ones with exactly the same problem!senfranchised with Sleep Number. We thought better of you as a company but clearly we were either wrong or the product has deteriorated.I could take a lot of time and energy to write all the many contacts weve had with your customer service but I am sure you can access that information and am also pretty sure you wont give a ****.I guess writing this is a bit of a **** **** before we spend money we don't really have on a traditional bed.Miserably disappointed and upset!

  Business Response

  Date: 11/22/2024

  November 22, 2024
  
  Better Business Bureau of ********* & ************
  
  
  RE:
  RE: Case # ********
  Sleep Number Customer # ****
  
  Dear **********************:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. ****************** initiating this complaint, a member of our Office of the Executive Team has been in contact with the customer and the customer has been offered a solution to their issue.
  
  Best Regards,
  *** *.
  Executive Team Consultant  

  Business Response

  Date: 11/29/2024

  
  BBB Complaint response: November 22, 2024
  
  Better Business Bureau of Minnesota & ************
  
  RE: ****
  RE: Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. **************** position remains the same.  Ms. **** was provided with a response from our Senior Leadership on 11/20/24.   Ms. **** indicated that the bed is holding air but does not feel as firm as she would like it. We offered under the terms of her warranty to replace the foam comfort layer sides. The quote provided is good for 30 days. Ms. **** did not accept the solution we offered.
  
  Best Regards,
  Executive Team Consultant 
  Consultant  

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   I am rejecting this response because:  We absolutely did ask about the delivery and return fee if necessary and was told absolutely NO CHARGE. Risk Free. We did check Yelp reviews on this Sleep Number store after and found others stating the same thing...We were told that they were running a special there would be no delivery fee (which there was not) and no pick up fee if we did not like the bed...Note: That we asked about the pick up return fee several times and were told that they were running the special, no delivery or return fee...Yes, we signed it because we were told it did not apply to us. We would never pay $250 to trial a bed, we would have walked out. Others on Yelp in review of your store have stated the very same...So yes, you can charge us to pick up the  very expensive air mattress but know that this is not the first time, charges have been misrepresented to a consumer.  
  
  ***************************************************
  said sorry, you pay the pick up fee...we explained that ******* assured us there would not be one, there was no fee at all to doing the 100 day trial and yet here we are. We do not want the $249 fee to be taken out of what we have paid towards the bed. Our money should be refunded in full.

  Business Response

  Date: 11/19/2024

  
  November 19th, 2024 
  Better Business Bureau of Minnesota & *****************;
  RE: *****
  Case #********
  
  Dear Better Business Bureau: 
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr.***
  Our sales professionals are trained to lead with transparency and ensure that all customers understand the contours of our return policy.  In this situation, ******* was aware of the policy, he signedreflecting his understanding and chose to proceed with his purchase.  We do try to be as clear as possible in our language on terms and conditions to ensure it's clear to everyone. We stand by our policy as presented to the customer. The first paragraph of the Terms and Conditions clearly states that the customer is responsible for the shipping and return fees. We do provide a copy of the terms and conditions at the point of sale. Mr. **** could have cancelled his order at any time before delivery if he disagreed with the outlined terms.  
  
  Best regards, 
  Executive Team Consultant 
  

  Business Response

  Date: 11/27/2024

  November 27th, 2024 
  Better Business Bureau of ********* & *****************;
  RE:*****
  Case #********
  
  Dear Better Business Bureau: 
  
  Thank you for the opportunity to respond regarding the complaint of our customer,Mr.***
  
  Our position remains the same.  Our sales professionals are trained to lead with transparency and ensure that all customers understand the terms and conditions related to their sale, the 100 night in home trial period, and any applicable fees.  Mr. *** was not charged a home delivery fee for the delivery of their bed and their receipt reflects this information.  Promotions for free delivery only refer to the initial delivery of the bed.
  
  If the customer decides to return or exchange their mattress, they are responsible for any fees associated with this request.  This is clearly stated in the first paragraph of the Terms and Conditions of Sale.? In this situation, the customer was aware of the policy, initialed and signed reflecting their understanding.? We stand by our policy as presented to the customer.
  
  Best Regards, 
  *** *.
  Executive Team Consultant 

  Customer Answer

  Date: 11/27/2024

   I am rejecting this response because:
  
  Despite it being in the contract and we verbally asked about it and being told, IT DID NOT APPLY TO US BY THE SALESMAN- that is not transparency- agreed Sleep Number can get away with this because we did not have him line it out- but Sleep Number consumers BEWARE - Anything they tell you, get it in writing...because the company can and will charge you an exorbitant amount for pick up - despite the salesperson telling you it is free delivery and free pick up if you do not like the bed.  IN OUR OPINION:  Buyer Beware 

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   I am rejecting this response because:
  
  Sell me the Twin XL climatecool cover 

  I dont want to replace the same I8 cover that failed in less than 3 years. 
  I paid 10k for this mattress. 
  I am not spending another 1000 to replace a cover that last 3 years. 
  I want the newer upgraded version. 
  which was upgraded knowing of these problems. 

  Business Response

  Date: 11/12/2024

  November 12th, 2024 
  Better Business Bureau of ********* & *****************;
  RE: ****
  Case # ********
  Dear Better Business Bureau: 
  Thank you for the opportunity to respond regarding the complaint of our customer, *******,
  
  We are offering to assist ****** with his comfort issues, providing solutions and assist with resolving his mattress sliding issue within the terms of his 115-year limited warranty. The customer is responsible for the cost of service or installation of replacement parts after the second year of ownership. If a warranty replacement is needed, it is pro-rated after the first year of ownership. We apologize for any inconvenience this may have caused. Our beds are not designed to gap or slide in this way. A person's body composition or sleeping behaviors can contribute to mattress sliding. If a component of Sleep Number has been upgraded the customer is still responsible for the cost under the warranty terms. Sleep Number remains innovative and creates new ways to enhance our customers experience.
  
  
  
  Best regards, 
  Executive Team Consultant   

  Business Response

  Date: 11/22/2024

  November 22, 2024
  
  Better Business Bureau of ********* & ************
  
  
  RE:
  RE: Case # ********
  Sleep Number Customer # ****
  
  Dear **********************:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. **************** terms of the limited warranty extended to the customer state that when a replacement part is needed due to a manufacturer defect, the customer is responsible for the prorated portion when the issue is reported after the initial full coverage portion of the warranty.  The purpose of the warranty is specifically for manufacturer defects and would not apply at all for parts needed due misuse,negligence, or accidental damage.
  
  The replacement product may be the same or similar to the original part though it may vary in design and/or color. The warranty does not allow for upgraded parts from other model beds and in this case the climatecool cover is not compatible with the bed the customer purchased, so it cannot be used to substitute for their original cover. 
  
  If the customer opts to replace the cover under the terms of their warranty, we recommend ensuring that the bed is at a suitable height for the sleepers to avoid stress on the attachment points if one or both sleepers are sliding down off the bed.  This repetitive motion can cause issues to worsen over time, so it is important that the bed is at a height that allows customers to get up from the bed.  The height of the legs on the base is adjustable and can potentially be raised or lowered to address this issue.  We look forward to assisting the customer with replacing the cover and able to do so in compliance with the terms of their warranty which would include a portion of the cost to be paid by the customer.
  
  Best Regards,
  *** *.
  Executive Team Consultant