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.

close

Find a Location

Sleep Number Corporation has 20 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

• 

  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:08/10/2023

  Type:Sales and Advertising 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.

  Upon a move from *******, I phoned Sleep Number to see if my bed had been set up correctly. The bed was set up correctly, however, there was never any troubleshooting done by customer service to see if there was an issue. I was charged for a service call. Approximately $300 for a 5 minute service call once the technicians arrived at my house. The service done when the technicians arrived, was to tell me to put air in the bed. That is the only thing they did. I called customer service for a refund as the original call center rep did no trouble shooting techniques when I spoke with her. I was told that SOPs were to troubleshoot an issue, but that they still had to charge for the technician call since they came out. If a technician comes out the charge stands, but SOPs do not need to be followed in order to alleviate the technician call out. So, this tells me that the customer service department does not have to follow their SOPs but the customer still needs to be charged for the service call even if the call center does not troubleshot an issue. I am requesting a refund in full.

  Business Response

  Date: 08/12/2023

  August 12, 2023
  
  Better Business Bureau of ********* & ************
  
  RE:****
  Case # **********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms.****,
  
  All calls into and out of the customer service center are recorded for quality assurance. 
  On 7/30/23 Ms.**** used the Chat feature to schedule a service call to reassemble her bed at 6:53:07 PM.  She requested to schedule a service to set up her bed in her new home.   This service request does not require any trouble shooting.    We scheduled the service for 8/9/23.  Ms. **** was informed before the service was booked that the cost of the service would be $249. For a total of ****** with tax.
  Since filing this complaint, a member of the Executive team has reached out to Ms. **** by phone to offer a mutually satisfactory resolution.
  
  Best regards,
  Executive Team Consultant  

  Customer Answer

  Date: 08/14/2023

   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:08/03/2023

  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 purchased a sleep number bed. I was told I had 90 days to return. When I attempted to return the bed I was told that they will only refund the mattress only. The adjustable frame is nonrefundable. No one told me that I could not return the whole bed and get a total refund. They say they have a recording of me accepting that offer before buying . They will not let.me here the recording because it doesn't exist. Nowhere on the phone call did.the person tell me I had to keep the frame. This is $3000 bed and they want to force me to buy. They need to tell customers this before they buy. I never had a company force be to buy their product. They don't care about their customers. This is a scam.

  Business Response

  Date: 08/03/2023

  August 3, 2023
  
  Better Business Bureau of ********* & ************
  
  RE:****
  Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms.****.
  
  All calls into and out of the **************** center are recorded for Quality assurance.  On 7/01/23 our representative called Ms. ****to let her know that her Financing had been approved at 10:21:16 am. The call was 23 minutes and 27 seconds long.    
  
  Ms.**** was provided a quote for the mattress with an upgraded base that allowed movement of the head and the feet for the total cost of $3,018.88.   12 minutes and 38 seconds into the call the representative mentioned the 100 nights in home trial. Explaining to Ms. ****that she could exchange or return the mattress during this time. He also explained that the base that raises the head and the feet, that part is a final sale, Ms.**** acknowledged this statement at 12 minutes and 52 seconds into the call.  Our representative continues to explain that even if she returned the mattress, she could put another mattress on the base so at least she would have that flexibility. At 13 minutes and 03 seconds into the call Ms. **** confirmed with our representative that a different type of mattress would not have the firmness and softness control like the Sleep Number bed would.
  
  Our representative finished up the call and scheduled a delivery date.   Ms. **** was aware of the final sale on the adjustable base.   *********** would like to review the phone call, she will need to provide a subpoena for the recording as it is Sleep number property.
  
  
  Best regards,
  
  Executive Team Consultant  

  Customer Answer

  Date: 08/03/2023

   I am rejecting this response because:
  The conversation that I had to keep the adjustable frame never happened.  If this was explained to me I would never buy the bed. They are lying so it's my word against their's.  How can this be right? I didn't even sign a contract .How can you let companies like this get away with this. Why want they tell the customer of this beforehand. Someone should look into this company's practice. This is surly a scam and they should be called out on it. How can a company make you buy their product. It's not fair practice. 

   

  
  

  Business Response

  Date: 08/04/2023

  August 04, 2023
  
  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 stand behind our training practices and the integrity of our Sales force.  The representative explained that the base was a final sale and Ms. **** acknowledged the Terms and Conditions 12 minutes and 52 seconds into the call.  Our representative explained to Ms. **** that in the event she would return her mattress, she could use another mattress with the base so at least she would have that flexibility.
  
  Upon purchase 7/1/2023 10:37:33 AM, Ms. **** was emailed her receipt along with the Terms and Conditions. There was an order revision and again the receipt along with the Terms and Conditions were emailed at 7/1/2023 10:41:47 AM. Customers do have to take some responsibility. Ms. **** was aware of the final sale on the adjustable base. Ms. **** could have canceled the order before delivery to avoid keeping the base.  
  
  Best regards,
  Executive Team Consultant 
  

• Initial Complaint

  Date:08/01/2023

  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.

  Purchased a mattress with a 100 day sleep warranty. It cost $250 to have the mattress delivered but no one mentioned that it would be another $250 to have it picked up if we did not like it. We had the mattress picked up but had to pay the $250. Called the store in Fern ***** several times but no response.

  Business Response

  Date: 08/03/2023

  August 03, 2023
  
  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 **************** team has reached out by email to work on a resolution.  We encourage Mr. **** to respond to the email.
  
  Best regards,
  Executive Team Consultant 
  

  Customer Answer

  Date: 08/04/2023

   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:07/31/2023

  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 purchased a Sleep Number bed at a Sleep Number store. The sales representative assured me that if I did not like the bed, I could return it after 30 days and get a refund. He even said I could get a refund on the sheets, pillows, etc. However, what he did not specify was that I could not get a refund on the Power-Base supporting the mattress. I assumed the bed was the mattress and base. He did not tell me that the Power-Base was a final order and could not be returned. I feel like the sales process is deceptive and would like to be refunded for the Power Base.

  Business Response

  Date: 08/03/2023

  August 03, 2023
  
  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 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.? ??
  
  We do not offer or advertise a 100-night risk-free trial on an adjustable base.?Although we do offer a 100-night trial for our smart beds, this trial is limited and does not extend to an adjustable base, which are non-returnable.?This is clearly presented in our Terms and Conditions of Sale, which were signed by Mr. **** at the time of the purchase on 6/03/2023.? In ********. ****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. Mr. **** could have canceled 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.  Mr. **** has set a trial return date for the return of his mattress. 
  
  Best regards,
  Executive Team Consultant 
  

• Initial Complaint

  Date:07/31/2023

  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 king split reclining head and foot in June of 2023 and it was delivered on 7/6/2023. The right side quit working on 7/28/2023. I called the numbers I was provided on 7/29/2023 and contacted the warranty department. They performed some trouble shooting over the phone, and it was determined the motor on the right side had quit working. They said they would order parts and that would take about a week. I asked if there was an overnight shipment available and was told no. Then once the parts arrive; I would have to wait for someone to contact me to come out and fix the bed. No time frame given. So it looks like I am without a bed for at least 2 weeks maybe longer, because it is stuck in an elevated position. I am very disappointed that for a bed this expensive; there is no other avenues for correcting the situation. The bed did not even last a month. There seems to be no urgency by sleepnumber's employees to get this repaired. They did tell me they were not going to charge me this time. Now I a wondering about the value of the 15 year warranty.

  Business Response

  Date: 08/01/2023

  August 1, 2023
  
  Better Business Bureau of ********* & ************
  
  RE: ****
  Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr.****.
  
  ********************** handles any issues with the mattress. ******* and ***** handles issues with the adjustable base.  They carry the warranty on the base.  Mr. **** was referred to the manufacturer for repair of his base. We have reached out to the manufacturer and asked that they give Mr.**** a call regarding how long it will take for the part to arrive and any possible solutions to the bed being stuck in the upright position.
  
  I will be waiting for a timely response from the manufacturer to Mr. ***************** regards,
  Executive Team Consultant 
  
  

  Customer Answer

  Date: 08/02/2023

   I am rejecting this response because:
  I bought this bed from sleep number beds. I paid no money to any other company, nor signed any agreement with any other company. I was simply told this bed had a 15 year warranty. We were never told that we would have to deal with other companies in order to get this warranty taken care of for this product. From my perspective, sleep number is distancing themselves from any responsibility for the product that they are selling.  This is like buying a car, and then being told you need to schedule repairs with Burger King. ************ keep in mind I am documenting every step of this process just in case I need to turn it over to the ***** attorney generals office. I feel this is ridiculous that I am having to go through this for a bed that cost $9000 that is not even a month old.  It has been five days since I filed the initial complaint, and I have no more information today than I did five days ago.  No one seems to know what is going on, where are the parts are, and when the bed is going to be fixed!  I dont want to hear excuses I want my bed fixed.
  

  Regards, ********************************
  

   

  
  

  Business Response

  Date: 08/02/2023

  August 2, 2023
  
  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 emailed the Manufacturer, and they contacted the Lingerfelts on 8/1/2023.  Mrs.**** called them back and spoke with my contact.  Her response back me was as follows: They called me back and I let them know that the technician will be reaching out to them tomorrow to lower the base. However, the customer mentioned that she doesn't want the base to be lowered because her husband can sleep in it just fine the way it is. I suggested that the technician can inspect it to see why it's not responding and assured her that they have my direct contact information in case they have any issues. Operations Supervisor  
  
  Consumer Products
  ******* & *****, Incorporated
  
  
   Sleep Number handles any issues with the mattress. ******* and ***** handles issues with the adjustable base.  They carry the warranty on the base.   The **** were contacted immediately after we requested assistance and they turned it down.
  
  
  Best regards,
  Executive Team Consultant  

• Initial Complaint

  Date:07/31/2023

  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.

  On July 5,2023 my husband and I were shopping for a mattress. We went into the Sleep Number store in *******, *******. We were put on a bed that felt great and shown all of the features. The beds head raised, it had responsive air, under bed lighting for safety at night, and sleep tracking to help you sleep better. We were told that we had 100 days to try the bed and could return it if we were not completely satisfied. The salesperson put the app on my phone and my husbands phone. We were told we were all set to go. The mattress was delivered on 7/22/23. The men who delivered the bed gave us a card to register the base and a book about the bed. The first night the responsive air did not work nor the sleep tracker. All we could do was pump the mattress to our sleep number and raise the head of the bed. On 7/25/23 I called customer service and was told these were not working because we do not have Wi-Fi. We were not told that we needed this by the salesperson and when I called the local store later on this date the manager was unaware of this also. After reading the book that was left by the delivery man, after I signed for the mattress, the booklet said that because of the magnetic field on the bed it may interfere with pacemakers, defibrillator, or other medical implants. My mother-in-law who lives with us tried our bed out before we read this in the booklet. This could have been a very dangerous situation. When I spoke to **************** they said that it is up to the customer to let the ********************** know that you have a medical implant and they do not have to disclose the Wi-Fi information or the magnetic field information to the customer. This is horrible! They are refusing to take this bed back. They said the flexfit base is non returnable. This is false advertisement because if I am told by the salesman I have a hundred days to return the bed if I am not completely satisfied, the base is part of the bed. I even agreed to pay ****** for the pick up fee.

  Business Response

  Date: 08/01/2023

  August 1, 2023
  
  Better Business Bureau of ********* & ************
  
  RE:****
  Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms.****. ******* **** spoke with a member of our Executive team, and we were able to come to a mutually satisfactory solution. 
  
  Best regards,
  Executive Team Consultant  

  Customer Answer

  Date: 08/01/2023

   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:07/26/2023

  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.

  I purchased a sleep, number bed for my father to help him with his cancer treatments. However, the bed that was purchased from sleep number was delivered defective and was never able to be used even though its sat in his residence for over a month because the bed would not hold air.Although sleep number sold a defective product, they are charging me over $1000 that they simply say cannot be waived even though the product they delivered was not usable. In addition, when the pick up crew retrieved the bed from my fathers residence, they took the mattress covers that were still on the bed and credit was not provided because sleep number has no record of the return. I understand certain policies however, when a vendor delivers a product that is not usable the terms and conditions, which I never signed should be voided.I caution any buyer who is considering a sleep number bed because if you dont like the product, you will not be able to return the base without extensive fees. Finally given that the customer was never able to use the bed for this circumstance sleep number should wave the return fees and apologize to the customer for the ************************************ did not stand behind the product because they are charging me return fees for a product I was not able to use.

  Business Response

  Date: 07/26/2023

  July 26, 2023
  
  Better Business Bureau of ********* & ************
  
  RE:****
  Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms.****.
  Mr. **** with a member of our Executive team, and we were able to come to a mutually satisfactory solution.
  
  Best regards,
  Executive Team Consultant  

  Customer Answer

  Date: 07/26/2023

   Better Business Bureau:

  Sleep number customer service contacted me and resolved all issues whereby sleep number agreed to credit all charges. Therefore this complaint should be considered close by the complaintant and sleep number.  Sleep number acted effectively and promptly to resolve the issues.

  
  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:07/24/2023

  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 King split top flex bed in 2018 for ******* that included the flex base. The right side of the bed has been leaking for 8 months . I called 8 months ago and was told to call when I got home I was told if a service person came it would be ****** service fee. I tried to trouble shoot following instruction on various websites with no luck. I call the company on 7/23/2023 and was told I had to purchase two replacement mattress at a cost of ***** which was fine. I was then told they recommend a service tech install the mattress at a cost of ******.. After reviewing this matter it appears that this is a common issue with this product. With should we have to pay for a replacement install for a product that they know has a faulty air chamber. It seems to me the repair installation should also be prorate. to replace a part the company was fully aware would wear out after the two grace ******** I really don't have any problems going 50% on the whole process. It like I spend over ****** and then that part is only covered for 30 days.

  Business Response

  Date: 07/24/2023

  July 24, 2023
  
  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 **************** team has reached out by phone and left a voicemail message and email. We advise the customer to reach out to us at his earliest convenience so we can provide resolution through his 225 Limited Warranty. Warranty replacement will come with warranty coverage of 30-days at full coverage, after 30 days coverage, it will revert back to the terms of the original warranty.
  
  Mr.**** purchased his bed in 2018. He has a **** limited warranty. A copy of his 225 Limited ******** was provided to him in the owners manual upon delivery.The warranty does provide 100 % coverage for the first two years of ownership for parts and service. After the second year, there is a shared cost for replacement parts, and any tech-related service fees would be the customers responsibility.
  
  We apologize if Mr. **** did not understand his Limited warranty terms.
  
  Best regards,
  Executive Team Consultant

• Initial Complaint

  Date:07/24/2023

  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 wish to file a formal complaint against SleepNumber for fraud. They sold us products that do not work as advertised and are telling us that it was a final sale and they will not refund our money.As background, on May 20th, we purchased a Sleepnumber C360 Smart Bed for $13,500 and a Sleepnumber Lifestyle Upholstered Bed Frame for $2,800. Plus tax.The bed and mattress were delivered on July 7th. It was immediately apparent that something was wrong. There is a speaker and light function in the bed frame that is controlled by a remote control. That never functioned - at all. The delivery people couldnt get it to work. Worse, the mattress itself was defective.We called the company within 2 days and they sent out 2 repair people on July 12th. Those repair people identified that parts were missing, i.e., it was not installed properly because of these missing pieces. Regarding the malfunction of the bed frame, they could not fix it or get it to function - at all.They told us that someone would contact us regarding the missing parts, but we, to this date, have never heard back from them.After repeated frustrating calls to SleepNumber customer service, we decided we wanted to return the entire thing and get our money back.SleepNumber is honoring their policy and taking back the mattress and will be refunding the cost of the mattress, although charging us a $249 return fee for a mattress that was not installed properly and did not function.Regarding the bed frame, despite clear evidence by their own repair people that it does not function, they are claiming that that sale is final. They sold us a product that does not function as it is intended to function. They cannot fix it. They will not take it back or refund is. That is fraudulent selling and deceptive practices. We would like our money back and for SleepNumber to stop defrauding unsuspecting consumers with their false advertising.

  Business Response

  Date: 07/24/2023

  July 24, 2023
  
  Better Business Bureau of ********* & ************
  
  RE:****
  Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr.****.
  A member of our Executive team has reached out to Mr. **** by email.  We sincerely apologize for the customer experience and are using his feedback for coaching opportunities.  Contact information was provided to Mr. ****if he has further questions.
  
  
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:07/19/2023

  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.

  This store without my consent or authorization changed my credit account. **** and ***** lied to me. The manager ****** failed to address anything I ordered my bed on June 20th my second p6.with 300 threads sheets and matters protector. I added it to my credit account.on July 5 of this year some less than par team dropped off my bed and set it up and left.I was missing my sheets and protection mat. I call the store in avaondale and **** says I picked them up on the day I ordered them (pull the phone call). I did not. then she calls me back saying they don't have them. an hour go she and ***** found my sheets in the store ( at the time I did not know this was a lie). to please come pick them up.I get home after thinking my order was filled to find they are a lower grade sheet. I check my sleep number account and someone changed and charged it without my consent or authorization. the store and the ** both pretended its about the types of sheets I got, that's secondary. WHAT the h*** is anyone doing changing my credit account without my permission, signature or authorization.I want the sheets they lied about refunded Now..it's fraud.

  Business Response

  Date: 07/22/2023

  July 22, 2023
  
  Better Business Bureau of ********* & ************
  
  RE:*****************************
  Case # ********
  Sleep Number Customer # **********
  
  Dear **********************:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, **********************
  
  According to our records ********************** order a Total Protection Mattress pad and Queen ******* pair of sheets from the store with the order of her bed on 6/20/23.  A mistake was made at the store level and the sheets did not ship out.
  
  On 7/5/23 an exchange order was created to correct the error and get the bedding items to ship.  We sincerely apologize for these errors and will be using this information for coaching purposes.
  
  I have ordered the correct sheets and total protection mattress pad for the customer.   We expect they will ship out early next week and arrive by the end of the week.
  
  
  Best regards,
  
  Executive Team Consultant