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

1,113 total complaints in the last 3 years.
333 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:05/05/2025
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 360 climate control bed king size split for ****** dollars here in *******! The bed was purchased February of 2024 and delivered to me February 9 of 2024. I gave them an immediate ***** dollars down on the bed and financed the rest through ************** to whom I pay 300 dollars monthly to. This bed is advertised as a complete cooling and heating bed with everything youd expect on an ****** dollar bed ! So far Ive had 3 visits for repairs because the bed keeps breaking as far as heating and cooling, the bed was purchased with a full warranty of ************************************************************************************************************ November of 2024 it did NOT work so it was discovered that the entire brain ( computer of bed was bad) they returned and replaced the entire system of the bed also in November 2024, by march of 2025 it once again is broken and now they are telling me I must pay for installation of yet another new computer system for the bed. Yet none of this was explained upon purchase of the bed and these warranty exceptions they state its a 15 year warranty which I pay for, I have once again called them and explained the bed has the same problem again, they told me I need to pay for installation of any piece that now breaks. I paid 190 dollars more and the company has sent me only the foot warmer pad not the system, this is NOT the problem, so now I have paid for an installation on the bed for this may 8 and it is not going to be the issue! I believe as a consumer of this type quality bed they are advertising that this bed at a price of ****** dollars should not be breaking at all within a years time not to mention 3 times, I still owe about ****** dollars on this bed and they wont refund me nor just replace the entire bed. They want me to keep paying for pieces of a bed that keeps breaking! The resolution I want for this bed is a new bed!! Or considered paid due to the fact its not as advertised!
Business Response
Date: 05/06/2025
May 6th, 2025
Better Business Bureau of ********* & *****************;
RE: *****
Case # ********

Dear Better Business Bureau:

Thank you for the opportunity to respond regarding the complaint of our customer, Ms.****
We sincerely apologize for the inconvenience and frustration this issue has caused. To address the customer's concern ******** will have to reach out to Sleep Number customer service. We can be contacted Monday-Friday 8:00AM-4:30PM and Saturdays 10:00AM-2:00PM central time at **************.
?
Best regards,
Executive Team Consultant
Initial Complaint
Date:05/05/2025
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.
Contracted with Sleep Number on April 13 2025 to disassemble our Sleep Number bed on Monday May 5 due to new carpeting being installed on May 6 and to reassemble it on Wednesday May 7. Each visit costs $250 each. We received confirming emails on April 17 AND April 29 for the reassembly on May 7( we have the emails available if you need to see them). AT 4:23 PM Friday May 2 we received an email saying the reassembly would be done Thursday May 8. We contacted Sleep Number immediately to remonstrate with them requesting them to honor their contract for the original date or to adjust the fee for their inconveniencing us, They refused on both counts.
Business Response
Date: 05/06/2025
May 6th, 2025
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 sincerely apologize for his experience and the frustration this may have caused. We will refund half of the disassembling service of $125 the refund will be settled within 7-10 business days to the original form of payment. We will use this as a coaching opportunity to improve customer experience and appreciate ******* sharing his feedback.

Best Regards,
Executive Team Consultant
Initial Complaint
Date:05/05/2025
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 paid $190 for a Sleep Number tech to come out 3/10/25 and fix my bed, where the remote control was not working. He said it was fixed (only here for a couple of minutes) and a few days ago the remote is out again, and Sleep Number is charging me another $190 to come out again. I have not tried the remote since 3/10 as I simply dont change the setting very often. When I did a couple days ago, same problem as beforenot working. The phone tech who was trying to help me said they would send a tech out again at no charge, but when she put me through to her supervisor for approval, the supv, *******, said no, that it had been too long. She was rude and laughed at me when I asked for her name. Said they get complaints all the time! I do not feel I should be charged again for a problem that was never fixed.
Business Response
Date: 05/05/2025
May 5th, 2025
Better Business Bureau of ********* & *****************;
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 the Executive Team has spoken with ****** and has come to a satisfactory conclusion.

Best regards,
Executive Team Consultant
Initial Complaint
Date:04/30/2025
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.
In August 2024, I scheduled Sleep Number to set up my bed following a move to a new home. The initial setup occurred on August 9, but I noticed a bulge on one side of the mattress shortly after. I requested a follow-up visit, and technicians returned on August 24. Without opening the mattress, they claimed the issue couldnt be resolved through adjustment and instead said the comfort foam insert was torn and needed replacementat a cost of approximately $400 due to a "diminishing warranty" I had not been previously informed of. I declined the charge, believing this should be fully covered.Over time, the sagging worsened and began affecting my sleep. In April 2025, I chatted with an online Sleep Number agent, who recommended replacing the foam. I asked for confirmation that this would resolve the sagging; the agent gave unclear responses and repeatedly mentioned a 30-day warranty without explanation. Despite my concerns, I proceeded with the $340 purchase.When the foam insert arrived on April 25, I opened the mattress for the first time and discovered that the underlying air chamber had shifted to one sidecausing the original bulge. With assistance, I repositioned it, eliminating the issue. Contrary to what I was told in August, the original foam insert was intact and undamaged. Additionally, the new foam was incompatible with my bed design, lacking installation instructions and requiring disassembly of the entire air system to install.I contacted Sleep Number and spoke with a manager, *****, who confirmed warranty items are not returnable. However, this part should never have been recommended or sold to me, as the issue was a simple alignment problemnot a product defect. I am requesting a refund of $340 due to the misdiagnosis and improper guidance from multiple Sleep Number representatives.
Business Response
Date: 04/30/2025
April 30, 2025

Better Business Bureau of Minnesota & ************
RE: ********
Case # ********
Sleep Number Customer # ******

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

Thank you for the opportunity to respond regarding the complaint of our customer, Ms. ************* filing this complaint, a member of our **************** team has reached out by email and phone today to work on a resolution. I will attempt to reach out to the customer again later today to come to a solution.
Best regards,
Executive Team Consultant
Initial Complaint
Date:04/23/2025
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.
Hello, I purchased a Sleep Number 360 p5 on June 14, 2023.I recently moved apartments and plugged in my router and the the mattress' pump was able to connect to my existing WiFi inflate half of the bed (I thought I would inflate the other half later). ******* then came the same day and swapped out the router for the exact same router and connection speed. The swapped it out since the old one wasn't giving me the right connection speed. After they did that, the mattress stopped connecting to the WiFi and stopped working whatsoever.The bed is now deflated and unusable. The app can't find my new WiFi and just keeps saying "oops something went wrong" every time I scan for a new WiFi. I called Sleep Number's support and spoke to 3 different people, including a "Supervisor" called *******. They all told me to do the same thing: turn bluetooth on and off, uninstall/reinstall the app, and disconnec/reconnect the pump...but nothing beyond that. They truly didn't take the time to figure out what the problem was. ******* then gave me 3 options:1. Buy a new pump for $250 2. Buy a remote for the mattress for $50 3. Set up a 2.4 ghz wifi connection with my new router.I know the pump works since it legitimately started working right before I changed the ********* the end, I was told my warranty didn't apply and I felt coerced into buying a remote for $50. I even created a new 2.4 ghz wifi with all the specifications on the Sleep Number website and that didn't work.I was told that my mattress came with a 15 year warranty, but ******* told me that that wasn't true and then chastised me for not reading the warranty in detail.I feel like I've been scammed. I just wanted support on an issue with my product and I'm being upsold and chastised and given zero support.This is a scam and it is a way for Sleep Number to upsell their existing customer base.I would ********************** to actually provide me product support and repair my mattress.
Business Response
Date: 04/28/2025
April 28, 2025

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,Mr. ****.

The customer has been in contact and working with a customer service supervisor to address their concerns with notes as as recently as today (4/28). We encourage the customer to continue working with their assigned supervisor to rectify their concerns. We are happy to work with the customer to resolve the issues reported according to the terms of their 1/15 Limited Warranty.

The customer accepted delivery of their bed on 10/5/2023 which puts them outside the 100% coverage portion of the warranty. Replacement parts, if needed, are provided with a prorated shared cost. Requests for a technician to troubleshoot or install parts are not covered under the warranty and would incur a fee for service.

Best Regards,
Executive Team Consultant
Customer Answer
Date: 05/05/2025
1) When purchasing the mattress, they claimed a 15-year warranty. When I had an issue, they mocked me and said, how could you not read the warranty. *******, the service **** told me it was my fault for not reading it even though in the store, they use the 15-year warranty as a sales tool.
2) Even worse, they didnt try to solve my issue. I was passed between 3 ***s who all claimed to be escalating the case, but each just told me to do the same thing (turn Bluetooth and the pump on/off). Only after checking Reddit and talking to other customers did I get help. I believe *********************** customer support is not meant to actually help customers but to drive additional sales (e.g., $50 remote, $250 pump, $200 tech visit). My issue clearly stems from a Bluetooth failure in the pump. No *** admitted that they just recommended I make a new purchase.

Sleep Numbers warranty marketing is misleading, and customer support seems designed more to upsell than to assist. Together, these are predatory sales and marketing practices.

Their own 10-K supports this:

1) **************** costs are categorized under Sales and Marketing not Support or Operations suggesting ***s are seen as sales staff, not support agents.
2) Sleep Number admits outsourcing customer service has led to lower customer satisfaction: The Companys metrics related to customers experience indicate that the customer experience has declined due to reduced investments and a change in the Companys approach to its customer service operations, including through the use of third-party contractors.

Are customer service ***s incentivized or trained to sell accessories or services? If yes, that would explain why I couldnt get real support.
Business Response
Date: 05/06/2025
May 6th, 2025
Better Business Bureau of ********* & *****************;

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

Dear Better Business Bureau:

Thank you for the opportunity to respond regarding the complaint of our customer, Mr.****
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 Mr.****sharing his feedback. To further address the customer's concern Mr.****will have to reach out to Sleep Number customer service. We can be contacted Monday-Friday 8:00AM-4:30PM and Saturdays 10:00AM-2:00PM central time at **************.

Best Regards,
Executive Team Consultant
Initial Complaint
Date:04/23/2025
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.
Purchased a bed and bedframe and was lied to by the sales representative that there was 100 day guarantee for a full refund on my order minus a pick up charge for the purchase. The sales representative barely answered questions our our questions, but with the guarantee in mind we purchased the bed. The bed is extremely uncomfortable and for the price we decided to call sleep number to return the bed. They will return the mattress minus the $250 fee, but will not refund or take the adjustable base which was not told to us, but supposedlyin a purchase agreement that again was not told to or shown to us at time of purchase. When talking with corporate, ******* is condescending and not assisting with this escalation. Would not give me the last name of her manager or contact information to escalate this further. I am seeking a full refund of this order.
Business Response
Date: 04/25/2025

April 25,2025

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

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

Dear Better Business Bureau:

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

On 4/23/25 the ****s purchased a i8 Mattress and optional adjustable base. The base is a final sale at the point of delivery. A copy of the terms and conditions was provided to our customer at the point of sale to review. Our sales professionals are trained to lead with transparency and ensure that all customers understand the contours of our return policy. In this situation, the customer was aware of the policy,initialed and signed reflecting their understanding, and decided to make her purchase. We stand by our policy as presented to the customer.
We do not offer or advertise a 100-night risk-free trial on an adjustable bases. Although we do offer a 100-night trial for our smart beds, this trial is limited and does not extend to adjustable bases, which are non-returnable. This is clearly presented in our Terms and Conditions of Sale, which were signed by Brynlee at the time of the purchase. In fact, our customer. specifically initialed next to bold print in the Terms and Conditions of Sale that states the base is a final sale. The terms are sent home with the customer to review. The order could have been canceled before the delivery to avoid the final sale terms.

Notably,our adjustable bases can be used with most mattresses sold on the market today not just Sleep Number smart beds. We provide an alternative mattress attachment mechanism that will make using the adjustable base with other mattresses simple and easy.

Executive Team Consultant
Customer Answer
Date: 04/25/2025
I am rejecting this response because:

I am rejecting this response because:
The sales *** led his pitch lying about your terms and policies to make a sale. There were no terms shown to me at the time of sale only what was verbally stated. I just purchased a new mattress at mattress firm where ALL TERMS WERE SHOWN AND DISCUSSED WITH ME HONESTLY. I reject this ***ly and would like to discuss a refund of the base. As a customer I was manipulated to signing terms that were falsely read to me in which I was then told to sign. Unfortunately I fell victim to a lying salesman.
Business Response
Date: 04/30/2025
April 30, 2025
Better Business Bureau of Minnesota & ************
RE: ****
Case # ********
Dear Better Business Bureau:

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

Our position remains the same, On 4/23/25 the ****s purchased a i8 Mattress and optional adjustable base. The base is a final sale at the point of delivery. A copy of the terms and conditions was provided to our customer at the point of sale to review. Our sales professionals are trained to lead with transparency and ensure that all customers understand the contours of our return policy. In this situation, the customer was aware of the policy, initialed and signed reflecting their understanding, and decided to make her purchase. We stand by our policy as presented to the customer.
We do not offer or advertise a 100-night risk-free trial on an adjustable bases. Although we do offer a 100-night trial for our smart beds, this trial is limited and does not extend to adjustable bases, which are non-returnable. This is clearly presented in our Terms and Conditions of Sale, which were signed by Brynlee at the time of the purchase. In fact, our customer.specifically initialed next to bold print in the Terms and Conditions of Sale that states the base is a final sale. The terms are sent home with the customer to review. The order could have been canceled before the delivery to avoid the final sale terms.

Executive Team Consultant
Initial Complaint
Date:04/21/2025
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.
Past 4 plus months I was having problems with the bed sinking in on the hip / waist area. I notified Sleep Number about the said issues when this was covered all under warranty. They told me on the phone that they would send techs out to ***lace the foam inside the bed and see if that helps which it did not. They were called more due to to the fact the bed continued to sink in and I would roll almost directly into the middle of the bed where there is a box spring and my wife's side of the bed. Once more techs came out to ***lace straps to the bed. This isn't a strap issue it is a bed issue which I have pointed out numerous times. On Wednesday, April, 16th 2025 at approximately 10:25am I called and spoke to a female *** who I explained all issues to. Between the sinking in and connectivity problems. Long story short I had to request a Supervisor due to getting nowhere with the *** and policy and terms of a warranty were ***eated. When ***** got on the line he was told everything and I was directly told basically too bad you need to pay. There techs can't even lay in the bed to see exactly what I am referring to. Then when I mentioned getting an attorney involved he ***** said that's a threat when it is not. Every customer has the right to protect themselves against those who are refusing to correct said problems. My wife was sent an email with possible fixes which weren't fixes at all. ***** did not want to hear the facts but hear himself say we have to charge you $199 and for our techs to come out and they are not customer support when I have them on video saying they were along with having my wife present. ***** did not want to hear a customers side and he kept telling me I am wrong and couldn't see it through the eyes of a customer who has complained for months on a recorded line along with my recorded line. I asked for help and got nowhere! They refuse to even bother honoring the warranty since my complaint! They have continued to avoid responsibility.
Business Response
Date: 04/24/2025
April 24, 2025

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

RE:Mr. ****
Case #********

Dear Better Business Bureau:

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

We would like the opportunity to work with Mr. **** and assist with a resolution within the terms of his 115-year limited warranty. Mr. **** purchased his bed on 12/21/23. 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.

I listened to both calls and our customer service team assisted Mr. **** and provided a resolution. Mr. **** called into customer service for support on 4/16/25 and we provided troubleshooting support. We assisted the customer in getting his bed online which resolved his connectivity issue. Mr. **** requested a technician to come out and troubleshoot issues with mattress sinking. We can troubleshoot issues over the phone but if the customer request a tech visit,there will be a service visit fee after the first year of ownership. We strongly encourage Mr. **** to contact our customer service team for support.

Best Regards,

****** H

Executive Team Consultant
Customer Answer
Date: 04/24/2025
I am rejecting this response.

To Whom It May Concern,
I am formally rejecting your most recent response regarding the defective mattress. The ongoing lack of accountability and failure to properly address this matter has been both unacceptable and disappointing.
For months, I have reported that the mattress sinks in the waist area, causing an unsafe and uncomfortable dip that forces me to slide or roll into a hole or onto the box spring. Rather than acknowledging this structural issue, your representatives repeatedly redirected blame to unrelated components such as the foam or linernone of which resolve the actual problem.
Your technicians, who claimed to be part of customer service, assured me they would escalate my concerns. Your business claims they are not allowed to lay in the bed to see for themselves either. Yet to date, no appropriate action has been taken. Now, I am being told I must pay $199 to address a problem that was reported well within the warranty period. That is not only unacceptableit is unethical.
I have even asked that a technician simply lay on the affected side of the bed to observe the defect firsthand. Still, the business continues to claim the issue lies with the air system, despite overwhelming evidence to the contrary.
Let me be clear: this is a defect with the mattress itself, and I am requesting that it be addressed without further delay, excuses, or attempts to shift responsibility onto the customer. I trusted this company to stand behind its product and its warranty. To this point, that trust has not been honored.
Please escalate this matter to the appropriate party and respond with a resolution that reflects proper customer care and respect for your warranty.
If your business isn't going to assist then stop replying to the BBB complaint and trying to shift blame and Accountability.

Business Response
Date: 04/30/2025
April 30th, 2025
?
Better Business Bureau of ********* & *****************;
?
RE: ******
Case # ********
?
Dear Better Business Bureau:
?
Thank you for the opportunity to respond regarding the complaint of our customer, Ms.*****
?
Our position remains the same. We will be happy to continue supporting the mattress under the terms of the Limited warranty.

Best regards,
Executive Team Consultant
Initial Complaint
Date:04/16/2025
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 this bed in January ******************************************** hopes this would be a good fit for my husband and I. I made sure to purchase a mattress protector for our bed as we have young children and wanted to ensure the protection of an expensive purchase. After two months of having the bed my son had an accident and we immediately took the sheets off the bed as well as the mattress protector just to find out the the protector did not work. We spoke with customer service and after hours on the phone to get the solution we had a technician come out and replace the padding in the bed at no cost to us. When the Technician came out he broke the button on the bed so the button and wire are hanging from the bed about 6 inches out (which is now a safety concern for my young children). I waited on hold for ********************************************************************** $190 dollars to come back out and fix Sleep numbers mistake. I then told the agent who i had been on hold for, for far to long that I was not paying for their mistake and that I am within my 100 day trial and to just come pick the product up and I want to be refunded. At this point I was told the frame in which I was REQUIRED to buy with the bed was NOT refundable and I am going to be out $2500 dollars regardless. The chat was then ended with no warning at all. I am in a complete and utter disbelief to have done business with a company who has not only deceived me but also wont do right by their customers.
Business Response
Date: 04/17/2025
April 17th, 2025
Better Business Bureau of ********* & ************
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 **************** team has reached out by email to work on a resolution. We encourage ******** to respond to the email. ?
Best regards,
Executive Team Consultant
Initial Complaint
Date:04/15/2025
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 in November of 2019. Since then, we have had repeated issues with the bed leaking air. We have replaced the air chamber 4 times and the pump twice. In the most recent incident, it took nearly two months 2 air chamber replacements and air pump and hose replacements. The warranty only covers 60% of the cost of these items. Now, when we went to install the latest set of air ********, we became aware that the foam had ripped at the place where the hose connects to the air ********. I am 100% certain that this was a result of the repeated and complete air loss on that side of the bed. However, when I contacted Sleep Number, they said it was a separate issue and I would have to pay for the foam. This was not just an expensive bed to buy but is expensive to own. I literally could have purchased a new mattress for the price I have paid for replacement parts.
Business Response
Date: 04/17/2025
April 17th, 2025
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.****
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
Best regards,
Executive Team Consultant
Initial Complaint
Date:04/15/2025
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.
We purchased our Sleep Number i8 bed on 12/26/24 and received it on 1/17/25 (Order #***********). We were told by the sales associate that we would have a FREE 100-day trial period to test out our Sleep Number bed, and that if we were unhappy with it we would be able to return it. He did, however, mention that we would not be able to return the furniture frame which consists of the headboard, reading lights, and built-in speakers. After roughly 11 weeks into our trial period, we decided that we weren't happy with the bed and tried to return it. We called on 4/14/25 to return the bed (mattress and base) but were told by ***** that the adjustable base was not returnable. I requested to speak to a supervisor and she confirmed this was the case. I informed them both that we were deceived by the sales associate at the ************************************* because we were led to believe that we could return everything except the furniture frame. At no point during the point-of-sale were we told that we would not be able to return the $4,200 adjustable base along with the mattress. My complaint is that the sales associate deliberately deceived us (the customer) by omitting the information about not being able to return the adjustable base in general. I would also like to complain that the "100-day FREE trial" isn't actually "free" because they charge $250 to take back the mattress, and ***** mentioned that there is a $500 restocking fee. These unknown fees were also deliberately left out and deceive the customer since this is supposed to be a FREE 100-day trial period. It's not free if the customer has to pay money for ********************** to take the product back.
Business Response
Date: 04/17/2025
April 17, 2025

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

RE:Mr. ****
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. In this situation, the customer was aware of the policy, initialed and signed reflecting his understanding, and decided to make his purchase. We stand by our policy as presented to the customer. The first paragraph of the Terms and Conditions clearly states that the customer is responsible for the shipping and return fees.

We do not offer or advertise a 100-night risk-free trial on adjustable bases. Although we do offer a 100-night trial for our smart beds, this trial is limited and does not extend to adjustable bases,which are non-returnable. This is clearly presented in our Terms and Conditions of Sale, which were signed by ******* at the time of the purchase. In fact, Mr. **** specifically initialed next to bold print in the Terms and Conditions of Sale that states the base is a final sale. The terms are sent home with the customer to review. If Mr. **** did not agree with the terms for his adjustable base, he could have cancelled his order any time before or at the time of delivery.

Notably,our adjustable base can be used with most mattresses sold on the market today not just Sleep Number smart beds.   A copy of the signed and initialed terms and conditions are available upon request.

Best Regards,

****** H

Executive Team Consultant
Customer Answer
Date: 04/25/2025
I am rejecting this response because: At the time we were in the *************************************, we asked the salesperson directly about the 100-night trial and he told us that the only part of our purchase that wasn't returnable was the headboard, and that "everything else is returnable". We trusted what the salesperson told us and didn't read through the contract, which I'd like to point out that customers rarely read any contract because businesses make them exceptionally long to deter consumers from reading through them. If Sleep Number really doesn't accept a return of the base, and really does charge people to return the mattress within the free trial period, then I'd argue that Sleep Number DECEIVES their customers by telling them one thing in their advertising and during the sale process but then they contradict these with different wording in their lengthy contract which purposefully and wrongfully misrepresent the products and services they are offering. If I'm being told one thing by the Sleep Number salesperson and then the contract states something different, that is deception and I'd argue that deceiving customers is NOT GOOD BUSINESS. I stand by my request for the refunded amount and will not accept being hoodwinked by this business.

Business Response
Date: 04/30/2025
April 30th, 2025

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. We will be happy to continue supporting the mattress under the terms of the Limited warranty.

Best regards,
Executive Team Consultant

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