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.
326 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:07/17/2023
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 Sleep Number in 2018. I have had nothing but issues from that time. From a dentation in the middle, to losing air, to being sent the wrong replacement part, it has been a terrible purchase. I want a bed that functions correctly for more than a few months at a time. Although $2800 is not a lot of money to some people, it is to me.
Customer Answer
Date: 07/17/2023
I was told by Sleep Number that It is under partial warranty. I paid for a replacement part, but they sent the wrong part.
Business Response
Date: 07/17/2023
July 17, 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.****.

Ms.**** reported that she completed the troubleshooting on her air ********. Based on her trouble shooting results we correctly sent her a set of air ********. According to our records we send the parts to Ms. **** on 6/28/23, delivered on July 5, 2023 by UPS.

Ms.**** stated that she has had multiple issues. Looking through our records we see that she had one other issue in 2022. We sent the part to repair that issue.

There have been no other calls regarding issues since her purchase in 2018. Ms. ****has not called to report that the wrong part was sent to her. The part we sent had a 30 day warranty before reverting to her prorated coverage. Ms. **** can reach out to us and if the wrong part was sent, we would be happy to assist.

Best regards,
Executive Team Consultant
Initial Complaint
Date:07/14/2023
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 ordered a queen size ********************** I was told by the delivery drivers I could try it in home for up to 90 days and if I was not happy to call the ***** number that they would come pick it all up.I have only had it for 15 days. Now I have talked multiple times with customer ******************** They are now telling me the base is not returnable. When I was told it is. I just want them to credit me back the money & pick up the base with the mattress.
Business Response
Date: 07/14/2023
July 14, 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.****.

On 5/28/2023 Mr. **** ordered a mattress and optional adjustable base online.

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.

When a customer purchases from the ** Web the Terms and Conditions are available to be reviewed on the Home Page and again before the customer can finalize the sale. The link to the Terms and Condition of Sale is provided to the customer and they must acknowledge that they have read and understand the Terms and Condition of Sale. The terms and conditions are available to read but the system does not require that you open them. Checking the box stating that you have read and understand them is not optional.

Mr. **** can return his mattress. His 100 nights trial ends on 10/1/23.

Best regards,
Executive Team Consultant
Customer Answer
Date: 07/25/2023
I am rejecting this response because:

I was not aware that the base was not returnable. As advertised it says 100 day trial and also the delivery crew said I could send it all back including the base. If I was aware I would of never ordered it.
All I want is to return the base & mattress.
I never opened the terms & conditions as I was not aware. I ask you make an exception and please pick up the mattress & base. Thank you
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, Mr.****.

On 5/28/2023 Mr. **** ordered a mattress and optional adjustable base online.

Our position remains the same. We do not offer or advertise a 100-night risk-free trial on adjustable bases. The trial period does not extend to adjustable bases, which are non-returnable. This is clearly presented in our Terms and Conditions of Sale. It is the customer responsibility when purchasing online to make sure they understand the terms and conditions before they check the box stating they understand. The technician is not authorized to waive the terms and conditions of sale.

Mr. **** can return his mattress. His 100 nights trial ends on 10/1/23.

Best regards,
Executive Team Consultant
Initial Complaint
Date:07/13/2023
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 ordered a bed online. Delivered on 6/29/23. On 7/1/23, the bed deflated. **************** walked me through fixing it. The hose wasn't connected. On 7/12/23, the bed deflated again. I called and requested a technician come out and look at it. The first representative said 7/14/23. I agreed. He said he was setting it up and hung up. I called back and spoke with another representative who told me the earliest they can get someone to me is 7/21/23. We're basically sleeping on the base of the bed for over a week, which is unacceptable given the cost of the bed and their promise of a warranty and customer service.
Business Response
Date: 07/13/2023

July 13, 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.****.
We sincerely apologize for the inconvenience and frustration this issue has caused. Ms. **** is booked for the 14th. She has been advised that the technicians do not carry parts and was provided with contact information for the executive team.

Best regards,
Executive Team Consultant
Initial Complaint
Date:07/07/2023
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.
We spent thousands of dollars on a sleep number I 7. Flex Top King and we were told that there was a ten year warranty. It is great when the bed works, but I have had repeated issues of one side of the bed deflating while I'm in it all the way to the bottom. I called the corporation, ******* had me do all this trouble shooting over the phone, I ask to speak with a supervisor, and get nowhere. They want to charge $180 just to send someone out to look at it, plus I have to pay a portion of the parts if they are needed. I called the store to speak with the manager ****, it seems he is always unavailable or not at the store. I would like a rep to come out and fix it without any charge.
Business Response
Date: 07/07/2023
July 7, 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.****. The customer has had no prior issues with his bed deflating, and he was offered a replacement air chamber coinciding with the terms of his warranty.

Mr.**** purchased his bed in 2017. He has a **** limited warranty. A copy of his 225-year 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
Customer Answer
Date: 07/10/2023
I am rejecting this response because I expect a bed that costs thousands of dollars to last more than 2 years. No one says there is a limited warranty when you buy the bed, in fact the sales person that sold the bed was brand new it was her second day of work. Look at the sales person to see how long they were with your company when she sold the bed. If she does not know much about it, how am I the consumer supposed to know about it. I should not have to go to such lengths to get it fixed.

Business Response
Date: 07/11/2023
Tell us why here...July 11, 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.****. *********** position remains the same. A copy of his 225-year Limited ******** was provided to him in the owners manual upon delivery. We are happy to send the needed parts and service under the terms of his Limited warranty.

Best regards,
Executive Team Consultant
Initial Complaint
Date:07/03/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Sleep Number Account information:Name: ********************* Customer ******************: ********** I am filing a formal complaint against Sleep Number regarding an ongoing issue I have been facing since February of 2023. The problem revolves around the redemption of points that I earned as a customer after leaving my employment with ********************** in August of 2022. Despite numerous attempts to resolve this matter, Sleep Number has failed to provide a satisfactory solution.Back story, I was employed by Sleep Number but departed the company in August 2022. As a non employee, I began earning points through Sleep Number's loyalty program as a customer. I earned points that held a value of $199 & were intended for redemption towards Sleep Number products. However, when I attempted to claim my points, Sleep Number requested a change in my status from an employee to a customer. Unfortunately, this resulted in the complete erasure of all the points I had accumulated as a customer.I have made multiple attempts to rectify the situation by contacting Sleep Number's customer support department. I have reached out to them via phone calls & emails, clearly explaining the problem & expressing my desire for a resolution. On each occasion, I was assured that the matter would be investigated & a callback would be received. Regrettably, despite their promises, I have never received a callback or assistance.Considering the lack of progress made through Sleep Number's internal channels, I am now turning to the Better Business Bureau in the hopes that your intervention will facilitate a resolution.I am requesting that the BBB reviews my complaint against Sleep Number & takes appropriate action to ensure a fair and just resolution. Ideally, I would like Sleep Number to reinstate my points or provide suitable store credit.
Business Response
Date: 07/05/2023
July 5, 2023

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

RE: ****
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 to work on a resolution. We encourage Mr. ***** to respond to the voicemail.

Best regards,

Executive Team Consultant
Customer Answer
Date: 09/21/2023
I am rejecting this response because:
Please see notes from prior complaint filed. My account is still not working like a regular account and I still cannot use reward points. I am writing to file a formal complaint against Sleep Number regarding an ongoing issue I have been facing since February of 2023. The problem revolves around the redemption of points that I earned as a customer after leaving my employment with ********************** in August of 2022. Despite numerous attempts to resolve this matter, Sleep Number has failed to provide a satisfactory solution. To provide some context, I became a customer of ********************** following my departure from the company. As a customer, I began earning points through **********************'s loyalty program. These points held a value of $199 and were intended for redemption towards Sleep Number products. However, when I attempted to claim my points, Sleep Number requested a change in my status from an employee to a customer. Unfortunately, this change resulted in the complete erasure of all the points I had accumulated as a customer. Since discovering this issue, I have made multiple attempts to rectify the situation by contacting Sleep Number's customer support department. I have reached out to them via phone calls and emails, clearly explaining the problem and expressing my desire for a resolution. On each occasion, I was assured that the matter would be investigated, and a callback would be provided promptly. Regrettably, despite their promises, I have never received a callback or any form of meaningful assistance. I kindly request that the Better Business Bureau reviews my complaint against Sleep Number and takes appropriate action to ensure a fair and just resolution. Ideally, I would like Sleep Number to reinstate my points or provide suitable compensation for their loss. Furthermore, I hope that the Bureau's involvement will prompt Sleep Number to improve Thank you for your attention to this matter. I eagerly await your response.

Business Response
Date: 09/22/2023
September 22, 2023, 2023

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

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

Dear Better Business Bureau:

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

Our position remains the same. We spoke to Mr. ****in July, the nature of the issue was discussed and that we have been working on a resolution for this issue. Mr. ****has been compensated. A member of the Consultants team reached out to Mr. **** to assist.

Best regards,

Executive Team Consultant
Customer Answer
Date: 09/26/2023
I am rejecting this response because:
I asked for my account to be fixed. I did receive a set of sheets however that is not what I asked for. I want my account to function as a normal account which means I want the ability like EVERY other Sleep Number customer to be able to accrue and use reward points. The simple fact that they have not resolved this since March 2023 is nothing less than they do not care and have not even tried to fix this. Pretty simple. I was an employee and now I am not but I am a Sleep Number customer and expect my account to work.

Business Response
Date: 09/28/2023
September 28, 2023

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

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

Dear Better Business Bureau:

Thank you for the opportunity to respond regarding the complaint of our customer, Mr. **************** position remains the same. Mr. **** has already been compensated for the points he earned. The value of the point is not a dollar amount. The first **** points nets $190 in reward certificates and then after that it takes another **** points to get a $25 reward certificate. A set of sheets is worth more than anything he would get as a member of the program with his accumulated points. Sleep Numbers policy is the employee cannot be Rewards program members. We do not have a way to change our systems to accommodate Mr. *********** We have gone above and beyond already to manually compensate him for any missed advantages.

Best regards,

Executive Team Consultant
Initial Complaint
Date:07/03/2023
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 set from ***** ** ********** **************** Store. The purchase was made on 5/26/23 in the amount of $6,540.20, my order number was ***********. When I purchased this bed set the sales person never told me the base system was not refundable. After looking over my paperwork, I don't see anything stating the base for the bed is none refundable. I called customer support after *********************** in the bed for 30 days. My wife and I are unhappy with the bed and wanted to return it. We was told the bed had a 100 night free return with no questions. When I called to return the bed I was told I could return the bed but I could not return the base support lift system. The cost of the support lift system was $2,639.20 in which I am not able to return. Any help you can provide in helping me return this item is appreciated.
Business Response
Date: 07/05/2023
July 5, 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 adjustable bases, 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.? 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:06/26/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 6/17 I went into your *********, ** store to purchase a mattress for my son and your sales representative would not assist me. A customer walked into the ********************** right after me and she went directly to that customer to assist them and totally disregarded me so my son and I left store without making a purchase. I went to your store in *****, ** on 6/24 to make my purchase and the representative there ********************** was not too helpful as well. I have a credit card account with your organization instead of her calling to extend my credit or notify me there was a difference that needed to be paid she charged my Sleep Number account which caused my credit card account to be **** plus and I didn't appreciate that as someone who is very mindful of their credit. I had to call myself when I got home to fix this issue. I also had delivery set for 7/5 in which I wanted that changed to doorstep delivery and called on 6/26 and was on the phone for over 30 minutes to be told my delivery date had to be changed to another date just by making that minor change. This is unacceptable customer service from someone who has purchased 3 mattress's and multiple bedding and pillows from your organization as well as the cost of your products should yield better customer service. After this disaster I have experienced with this purchase this will be my last.
Business Response
Date: 07/01/2023
Tell us why hereJuly 01, 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.****. We sincerely apologize for the customer experience and are using her feedback for coaching opportunities. Ms. **** spoke with a member of our customer service team, and we were able to come to a mutually satisfactory solution. We encourage Ms. **** to contact our representative should she need anything further.

Best regards,

Executive Team Consultant ...
Initial Complaint
Date:06/21/2023
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.
We purchased a sleep number NewKing I8 360 smart bed, order number *********** for$6844 at theBluffton-*********** location.We have had nothing but trouble with the bed. The right side of the bed does not come up but the left does. Sleep Number replaced the pump, and then they claimed it was not their problem and put us over to ******************** Which makes the base, we initially spoke to *******************. Technician ***** came out and replaced the pump, but told us it is the control box that needs replaced. We are still waiting on the part. This is a Sleep Number product and they have totally washed their hands of any responsibility for their product. We have made MANY phone calls, and invested way to much time for a product that has turned out to be a lemon. They blame everything on the base and ******* and ***** ( which has been very helpful). We just need our bed fixed, and Sleep number need to take responsibility for their product and get it fixed, we as the customer have done all the work. The bed actually should be replaced with all the problems we have had. Through research, I see this has been an on going problem with these beds. We need them to contact us and fix their product.
Business Response
Date: 06/23/2023
June 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.****.

********************** handles any Warranty issues with the mattress. This resulted in the pump being replaced. The Control box is part of the base. ******* and ***** handles issues with the adjustable base. because they carry the warranty on the base. Ms. **** was referred to the manufacturer for repair of his base. I have sent an email to the manufacturer requesting an update on the progress of her claim. We will monitor the situation to make sure it is resolved.

Best regards,

Executive Team Consultant
Customer Answer
Date: 06/26/2023
I am rejecting this response because: Sleep Number is taking no responsibility for a $7000 product we purchased with their name on it. We paid Sleep Number and they need to take responsibility for their product. What other companies they outsource parts from is an issue they need to deal with. If they do not take responsibility for THEIR product, I will turn the matter over to my attorney.

Business Response
Date: 06/26/2023
June 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.*****

Our position remains the same. We have heard back from the Manufacturer; their technician has the part needed by Ms. **** and has been asked to set an appointment with Ms. *****

Many companies refer the customer to the manufacturer of the product to fulfill warranty replacement parts.

Best regards,
Executive Team Consultant
Customer Answer
Date: 07/19/2023
This is my second complaint concerning the Sleep Number I8 360 Smart Bed on 12/28/2024. Order number 950 **********. After my last complain Sleep Number Corporation claimed no responsibility due to the fact that they claimed the problem was in the base owned by ******* & *****. We have replaced the pump (by a Sleep Number Technician) ******* and ***** has replaced the Control Box and the right motor. After they came out on 7/12/2024 the bed did the same thing one side rises and the other does not. We have to reset the bed everyday. I just got of the phone with a representative from ******* and *****, who tried once again to help me reset everything. We have replaced everything that needed to be replaced, canceled work for technicians to come out and spent hours on the phone. It was interesting that after I sent in my last better business claim Sleep Number attempted to also send out a technician and control box even though they felt they were not responsible. The representative from ******* and ***** has sent in a request to her boss that she sent me a copy of requesting to replace all the parts in the bed or replace the bed. She said that an upper level Sleep Number representative will make this decision in 5-7 days and we should hear from them. I have spoken to my attorney and he is waiting to hear the decision before we proceed further. It was a $7000 bed and we just want it to work properly. They need to fix it or replace it. At this point the representative said it might cost more to continue sending out technicians to try and find out what is wrong with it. I certainly hope that both companies stand by there product and figure out the problem, or replace it. I have documentation of all my phone calls and service calls from both companies.
Business Response
Date: 07/19/2023
July 19, 2023

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

RE:****
Case # ******** 3rd response

Dear Better Business Bureau:

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

Our position remains the same. *************** last complaint. We were able to send her a control box. It shipped out on 6/26 and arrived on 6/27 per the tracking number from *** 1Z9E953E0317334805. Ms. **** has made no contact with us since 7/5/2023 when Ms. **** called to reschedule her appointment on 7/6/2023. We rescheduled it to 7/17/2023. On 7/13/2023 the service was cancelled from the website by the customer.

Ms. **** can call us to reschedule the installation of the control box. Further warranty work on her base must be handled by the manufacturer we do not carry part for the adjustable base as L and P holds the warranty.

Best regards,
Executive Team Consultant

Customer Answer
Date: 07/20/2023
I am rejecting this response because:
We cancelled our appointment with Sleep Number because we were told that we had to deal with ******* & ***** the company that makes the base for the bed. The control box was sent from them and we scheduled an appointment. Then we received and email from Sleep Number saying they also scheduled an apt on 7/6 and also shipped out 2 control boxes? This happened a few days after I filed my first Better Business complaint. A technician from ******* & ***** came out on the 12 installed the control box and motet and the bed is still not working. Why did sleep number ship out parts for the base and attempt to schedule
a technician for the base when they claim it is not there responsibility? We followed their directions, which is why we canceled there technician and sent back the DUPLICATE parts they sent .
I spoke with Legget & ***** yesterday 7/19, and they have sent a request to the upper division of Sleep number to replace ALL the parts or the bed, since after many replacing the pump, control box and motor. Again we did reply to Sleep Number and follow there directions to have ***********; ***** come out and replace the parts since they had washed their hands of any responsibility (even though they scheduled an appointment and mailed a duplicate part. We do reply and follow there directions. The $7,000 bed is still not working and their partner ******* & ***** that makes the base has sent a request as I said to replace all parts or replace the bed. I hope upper management at Sleep Number does the right thing, and replace our bed.

Business Response
Date: 07/21/2023
July 21, 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 tried to help with the control box as they are sometimes on backorder with ******* and ***** since Ms. **** keeps complaining she cannot get help. I have reached out to our contacts at ******* and ***** for further information. If they order a replacement base, we will take care of it.

Ms. **** has not contacted ** to tell us what is wrong with the mattress. Her bed is online, and we cannot determine if there is an issue without customer contact.

Best regards,
Executive Team Consultant
Initial Complaint
Date:06/21/2023
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.
Bed has lost integrity on my side of the bed. Does not matter what the setting is. It has injured my back and I have had to see a chiropractor several times for this matter. Now we have a bed that has taken up space in our home for 2 months and cannot get service tech here at reasonable time to install replacement parts and district rep is unreachable.
Business Response
Date: 06/23/2023
June 23, 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.****.

Mr.**** is scheduled for a service on 6/23. Since filing this complaint, he has been in Contact with a member of the Executive team and his issues are being addressed.

Best regards,
Executive Team Consultant
Initial Complaint
Date:06/20/2023
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 mattress and base from this store around June 4th 2023. They gave me a delivery date of Sat June 17th. I received the bed Saturday and agreement was 100 night trial. After day 1 I was in so much pain and Sunday we both had to sleep on the couch. I called to get a refund and they said I can't return the $1200 base. After 1 day. I'm furious because ***** told me this. Not the person I ordered it from not the guys who delivered it. ***** told me this or I would have never purchased it.
Business Response
Date: 06/23/2023
June 23, 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.****.

Ms.**** purchased her order by phone on 6/4/23. Since filing this complaint, a return order has been processed and is scheduled to pick up on 7/5/2023.

Best regards,

Executive Team Consultant

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Sleep Number Corporation is BBB Accredited.