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

1,114 total complaints in the last 3 years.
325 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:05/10/2023
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.
Purchase Date: Aug. 24, **** Purchase Price: $9,179.46 Purchase Description:New *************** 360 Smart Bed SKU: A1P6 QTY: 1 Flextop King 360 FlexFit 3 SKU: AFA60 QTY: 1 Total Protection Mattress Pad, ***************** ****** QTY: 1 True Temp Sheet Set, Dune, FlexTop K.SKU: ****** QTY: 1 True Temp Sheet Set, Slate, FlexTop K.SKU: ****** QTY. 1 The Responsive Air function on our bed has never worked properly.Sleep Number has looked into the problem for months, but has never been able to fix the problem. Sleep Number has sent parts and been out to our house to work on the problem. We have spoken to their; Specialists, Experts and Supervisors with no resolve.
Business Response
Date: 05/11/2023
May 11, 2023

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

RE: ****
Case # ********
Sleep Number customer # ****

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

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: 05/18/2023
I am rejecting this response because:

The bbb contacted Sleep Number for us regarding this complaint. We received back an email response from the Sleep Number Executive Team stating they want information from us. We responded back twice to them asking what information they needed, however they have gotten back to me with an answer.
This past Tues. their techs came out to our house and stated that their testing of the Main Module/Brain was bad. They phoned a company, (not certain if it was someone at Sleep Number or the 3rd party mfg. of the module) while at our house to let them know it was bad. The techs had told ** that someone from Sleep Number would phone later that same day to arrange this service. No one had phoned. We phoned Sleep Number today May 18 and they are telling ** that we need to phone the 3rd Party mfg. and arrange this service. I bought bad from them and it is their warranty so why should I be responsible for calling their 3rd Party vendor for service.
Is there anyone else at Sleep Number that you can contact to help me with this service. Everyone that we have spoken to there is either a Specialist or a Supervisor but nothing gets done.
Please advise.
***** and *****************************
Business Response
Date: 05/20/2023
May 20, 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. *********** sincerely apologize for the inconvenience. We have sent another email and hope to hear back from Mr. **** to get this resolved.
Best regards,
Executive Team Consultant
Initial Complaint
Date:05/09/2023
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 have been trying to get warranty service for the base for my sleep number bed, I have called countless times and get transferred back and forth between the base manufacturer and sleep number both saying they dont provide service on it. I want the base fixed
Business Response
Date: 05/09/2023
May 9, 2023

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

RE: *****
Case # ********
Sleep Number customer # ***

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

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

Customer Answer
Date: 05/12/2023
I am rejecting this response because: They reached out to me 2 days ago asking when we could setup a time to resolve the issue. I responded a short time later on the same day stating I could do a call the following day in the morning. I have had no response back from them and we are now going into the weekend. These beds are super expensive so I would expect better customer service. If needed I can provide a screenshot of my response to them via email. Im really frustrated and they have really dropped the ball

Business Response
Date: 05/17/2023
May 17, 2023
Better Business Bureau of ********* & ************

RE****
Case # ********
Sleep Number customer #****

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

Thank you for the opportunity to respond regarding the complaint of our customer, Mr.***
Mr.**** spoke with a member of our Executive team, and we were able to come to a mutually satisfactory solution. We sincerely apologize for the customer experience and are using his feedback for coaching opportunities. We encourage Mr.**** to contact our representative should he need anything further.

Best regards,

Executive Team Consultant
Initial Complaint
Date:05/09/2023
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 on April 12, 2023. When the mattress was delivered, I immediately noticed that there was a toxic chemical smell that was offgassing. I began having severe allergic reactions to it, and I asked the company how to get rid of it. They told me just to air out the room. I did everything I could think of to make it go away. I ended up in urgent care requiring high doses of medication is just to help me breathe. I asked for the company to pick the mattress up. I wanted a refund and they told me theyre charging me to pick it up and now I have no bed. They said they would refund the delivery fee but would not refund the pick up fee, and I said why would you not refund the pick up fee when I no longer have a bed now? I want a refund of the pick up fee which is $250 plus tax. I have reached out to the executive management team and they refused to refund this. This is extremely poor customer service.
Business Response
Date: 05/10/2023
May 10, 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, ****.

**** has been in contact with our Executive team and has a call pending with Leadership.

We stand by our position. Foam is a material with a series of bubbles. These bubbles will initially be filled with gases that were created during the formation of the foam. These gases will eventually be replaced by normal air (outgassing) or break down and become odorless.
The newer the foam, the stronger the smell will be as there has been less use and less time to either release or breakdown the gases.
The cost of picking up the bed is indicated in the Terms and Conditions of sale. All manufactured foam products have the possibility of off gassing some people are more sensitive to the odor than others. The customer being sensitive to off gasses does not make the contract void. We have provided service beyond the expectation of the Terms and Conditions of sale for this customer.

Best regards,

Executive Team Consultant
Customer Answer
Date: 05/10/2023
I am rejecting this response because:

They are not providing proper customer service for me. I had a previous ********************** for 15 years and never had an issue. How would I have known that I was going to have a severe allergic reaction to these toxic chemicals that are sprayed on their mattresses now. I have an injury from this company at this point and will move forward with an attorney if I have to.
Business Response
Date: 05/10/2023

May 10, 2023

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

RE: ****
RE: Case # ********
Sleep Number Customer # ********

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

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

Our position remains the same.  **** has been in contact with our Executive team and has a call pending with Leadership.

We do not spray toxic chemicals on the foam. The off gassing odor is not a result of spraying toxic chemicals on the foam. Foam is a material with a series of bubbles. These bubbles will initially be filled with gases that were created during the formation of the foam. The newer the foam,the stronger the smell will be as there has been less use and less time to either release or breakdown the gases. Some people are more sensitive than others to the smell. This does not negate the Terms and Conditions of sale.

Best regards,

Executive Team Consultant
Initial Complaint
Date:05/04/2023
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 BOUGHT QUEEN ***P5 FIRST WEEK I GOT IT THE ***** IN TYPLER MALL CAME OVER I AM DEAF THE MATTRESS WAS BAD HE BLAME IT ON THE ***** I HAD TWO MAN OVER IN APRIL HE SAID NO WAY IT IS THE ***** IT WAS DEFECTIVE DAY ONE I HAVE 20 YEAR WARRANY THEY WANT 2 THOUSAND TO FIX IT I AM NOWON SOCIAL SECURITY EVERYONE I TALK TO WANT MORE MONEY TWO MAN WANT ****** DOLLAR REAT WANT OVER TWO K CUSTOMER SERVICE WILL NOT FIX IT JUST IGNORED I SEND CERTOFED MAIL TWO MONTH AGO NOTHING MY BACK HURT I FELL OUT OF THE *** THE *** SAG SO BAD I NEED THE *** TO BE FIX
Business Response
Date: 05/04/2023

May 4, 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.****.

According to our records we received Ms. **** complaint on 4/19/23. We emailed Ms. **** at **** on 4/20/23, 4/26/23 and 4/29/23. We did not receive a response to the emails and closed the complaint.

Ms.**** warranty is covering at 32%, she is in year 13 of her 20-year Limited warranty.

I am resending the email to Ms. **** the email offering assistance. We encourage her to respond.

Best regards,
Executive Team Consultant
Customer Answer
Date: 05/05/2023
I am rejecting this response because:

They respond to me but they only want to fix the pump. my bed needs more help. the bed is sagging down to the floor i had two men over and see it i paid 149 for that. he said foam on side foam cover for mattress is gone with foam chamber might have leak and pump was not good. this problem was done the first week i got it i had store manager over to the house said it was floor. the men who came over said how the floor make the bed sag must be joke. nothing was done just got worse until i went to the dr after i fell out bed. the dr said it was the bed problem make my back neck and leg hurt i could not get out of the bed and could not out it was close to the floor. That is very dangerous to old people they lied so many times the pump is not only answer to fix it right sorry.

*******************

Business Response
Date: 05/05/2023
May 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, Ms.****.

Our position remains the same. We have been in contact with ************** and offered assistance as a one-time ******* with the installation of a new pump which would eliminate the sagging of the mattress. Ms. **** cancelled the appointment to install the pump and has stated that she wants multiple other parts replaced at no cost to her.

We have explained that her warranty does not provide full coverage. It is a 220-year limited warranty with a prorated cost. Ms. ***** warranty is currently covering parts at 32%, labor cost is not covered by the warranty. We will be happy to provide continued support under the terms of her Limited warranty.

Best regards,
Executive Team Consultant
Initial Complaint
Date:05/03/2023
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 have a brand new bed on the 17th of last month. I only have 4 month left of a warranty on this bed. I feel I should get the full warranty since I have a brand new bed now. Since I had all that trouble with the last bed. I feel I just have a full year with this brand new bed. I would like a full year warranty with a brand new bed.
Business Response
Date: 05/03/2023
May 3, 2023
Better Business Bureau of ********* & ************

RE: *****
Case # ********
Sleep Number customer # ****

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

Thank you for the opportunity to respond regarding the complaint of our customers, Mr and Ms. *********** terms and conditions that Mr. and Ms. **** signed state:Limited Warranty: Nothing in these Terms and Conditions of Sale is intended to alter or modify the terms of any warranty that *** accompany your purchase. No one has the authority to change the terms of any warranty. Please refer to the applicable full or limited warranty for complete details including specific restrictions and exclusions. The warranty information is provided to the customer when the bed is delivered and is available online. The warranty defines where the warranty applies stating: Your warranty provides coverage for products purchased and used in ***************** excluding its territories and possessions (e.g., ****, ***********, and the Virgin Islands). It is not applicable to claims for products purchased or used in any other country at any time. Transportation or use of your Smart Bed or Integrated Base outside *****************, including transportation or use in any **** territory or possession, will void this warranty. This is the same warranty you were under with your first mattress, so you know we won't be making any changes to our warranty.

Best regards,
Executive Team Consultant
Initial Complaint
Date:05/01/2023
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.
*************************** at store number ***** in Marlton **, conducted deceptive and predatory sales practices. At no point during my purchase were the terms and conditions of the sale explained, nor was it explained that a credit card was going to be opened under my name. As a result my credit will take a negative hit and have an adverse affect on my exceptional credit score. I did not sign and was not provided a signed copy of the contract agreeing to the terms and conditions. I would like all bed related items including but not limited to the mattress, frame, and bedding removed at the cost of Sleep Number.
Business Response
Date: 05/01/2023
May 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.****.

Mr.**** purchased a mattress and adjustable base on 4/1/23. The delivery was made on 4/26/23. According to our records Mr. **** has made no contact with customer service regarding his request to return his mattress. He needs to contact customer service to set up a return. We will be happy to assist. Our Terms and Conditions of Sale are signed and initialed by Mr. ***** at the time of the purchase. Mr. ****specifically initialed next to bold print in the Terms and Conditions of Sale that states the base is a final sale. He can return or exchange his mattress during the 100 nights trial.

Mr.**** opened a line of credit. We cannot open a line of credit for him unless he provides his personal private information. His signed terms and conditions are available upon request.

Best regards,
Executive Team Consultant
Customer Answer
Date: 05/02/2023
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:05/01/2023
Type:Product 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.
Hello,I purchased a Queen *** and frame from Sleep Number, Order Number *********** on 8/20/2021. My total purchase price with taxes was $4,630.My issue is I want to delete my profile data from the app and start over. I called sleep number 4/29/23 after the online instructions didn't work. I spoke to several customer service reps who told me they sent my request to "innovation" and that innovation said if I delete my app data, then I can't create a new one and my *** would become inoperable. I told each rep that 1. My sleep data is my personal data that I should have control over. I have the right to erase my data without the product purchase becoming inoperable. 2. No where on my receipt does it tell me that if I chose to delete my data, I can no longer use the app, and that my *** will no longer function.All of the reps were rude and disrespectful except one. She said she would escalate my issue and that someone should give me a call within 2 business days. I was overall happy with my purchase, but ownership of my personal data is still mine to do with what I please. That should not effect my product. Sleep Number is threatening customers and using strong arm tactics to keep customers in-line after such an expensive purchase. My requested resolution is that Sleep Number comply with my request with no product performance impacts, or refund my purchase price for not disclosing a major product flaw.
Business Response
Date: 05/01/2023
May 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.****.

Ms.**** is asking us to delete all her data and let her start over. ******* app does not have this feature built into it. To accomplish this, she would have to end her current service and restart another one. In the terms and conditions of use. Under ending services. We can deactivate the services and/or your user profile(s). After deactivation, you must cease any further access to, or use of, the processor, the data, or the services. If you change your mind, we may not be able to reactivate the user profile(s).

One of our **************** representatives has called Ms. **** to discuss options. we encourage Ms. **** to return the call.

Best regards,

Executive Team Consultant
Customer Answer
Date: 05/07/2023
I am rejecting this response because: Sleep Number reached out to me and was able to accomplish erasing my data. And yes my bed still works. This is all I wanted!!
They had to do some manual manipulation around the app to accomplish it but were able to do so. You need to build the functionality into the app and make it available.
My complaint was resolved, I just had to reach out to BBB to do it; which shouldn't be required. Thanks BBB!!!
Initial Complaint
Date:05/01/2023
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 bought a bed from them in 2020 and ever since then I have been having issues with the bed not staying on the magnets and the bed sliding off the base. The first time it happened they had a tech come out and fix it a week later the same thing. I have had techs out to my house at least 5 times in the last 2 years and many different parts changed and added for this problem to not happen. Almost everything except for the mattress itself has been replaced once or twice. This is still happening to this day and I have reached out to sleep number again and they just want to send another tech out to fix it just for it to happen again. I am not sure what else I can do and I have sent many videos and pictures to them with what has been happening. I paid ***** for this bed to have something that is constantly breaking and not helping me at all as I have medical issues and bought this bed to help me get in and out of bed easier. Instead I constantly fall out of bed because the mattress is constantly sliding off.
Business Response
Date: 05/02/2023
May 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.****.

Since filing this complaint, a member of our **************** team has reached out and left a voice message to work on a resolution. We encourage Mr. to respond to the voice mail if he has further questions.

Best regards,
Executive Team Consultant
Customer Answer
Date: 05/02/2023
I am rejecting this response because:

Why would you just set up a return of my bed without speaking to me first. All I received was an email that you were going to come and take my bed in 4 days without even talking to me first.
Initial Complaint
Date:04/28/2023
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.
Date of transaction: April 14, 2023 $5,006.32 Paid via Store Credit Card Approval The sales associate "*****" was the employee who charged us out. The representative "*****" explained to myself that I had no worries and that the company would stand behind its 100 night guarantee. "That if were unhappy with the quality of sleep and comfort, we would have no problem getting a refund." That the company stands by their promise.This dispute has continued to progress as the supervisor "*******" ********************** , her behavior has become aggressive towards myself on the customer support line. So I went to the original store at **************************************************, the very next day after delivery was made. I explained that my spouse and I had a night on the new bed and that it was the worst night of no sleep ever. I had been in the Sleep Number showroom about 2 hours with my spouse but I was the one who spoke only with the rep. ****** ***** approached my spouse ***** and asked for his participation but he declined and explained to *****, that this was my purchase and he didn't want to deal with it. She laughed and said no problem. Throughout the time I spent with ***** and on the new bed trying to find my sleep number, I spoke of my back injury and my herniated disks L3 and L4 and broken tail bone as ***** asked if had had any back injuries. I told her I'm not sure if this bed was going to be a good fit for us as we already had a Posturepedic adjustable bed that was soft and memory foam. That our present bed is a Twin XL split mattress with vibration on the top and bottom part of the bed. I spoke in HIGH DETAIL about the split mattress that we hated as it would dip and trench in the middle. I explained what I WAS LOOKING FOR in a bed. I explained to *****, I was looking for my forever bed. I was on the tester bed for about 25 minutes (just laying on my back) while ***** kept explaining how wonderful and supportive the bed would be for me and my injury. Again, my spouse was not with us during this time. ***** had ***** sign contract while I was looking for her (******) email, so she could give me the 15% discount from a referral from a secret sleep number owner...****** I ******* NEVER signed that sales contract.
Business Response
Date: 04/29/2023
April 29, 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 sales professionals are trained to lead with transparency and ensure that all customers understand the contours of our return policy. In this situation, the customers husband was aware of the policy, initialed and signed reflecting his understanding. We stand by our policy as presented to the customer.
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 Mr. ***** With in the Final paragraph the customer acknowledges I represent that I am the customer paying for the or financing this purchase and that the acknowledgement below is mine or that of my authorized agent. She has until 7/24 to return or exchange her mattress. The base is a final sale per our terms and conditions.

We have authorized the return of the mattress;Ms. **** has not set up the return order. The adjustable base is not unique to our product and can be used with multiple mattresses on the market.

Best regards,
Executive Team Consultant
Customer Answer
Date: 05/01/2023
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:04/28/2023
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 bought the *** bed on 2/18/23. The website shows it has a 4 inch comfort layer same as the P5. In the store the salesperson said it has a 4 inch comfort layer which means 4 in. of foam on top of the air chamber. The *** is not available to look/try in the store but was described as just like the P5 except the foam is gel infused for temperature control. I tried and liked the P5 but wanted the temperature control so ordered the ***. On delivery I noticed the foam layer on top felt thin. I slept on it a few nights and kept thinking the foam felt thinner than my old sleep number (which was 1.5-2 in). I opened the bed to look and saw from the outside the green color foam layer looks about 4 inches, but when you reach in past the side bolsters to the part that actually sits on the air chamber is about 1.5 inches thick. It is glued to the side bolsters so you cant look at the separate pieces like you used to. I called and she said it was supposed to have 4 inches of foam comfort layer on top of the air chamber. They sent replacement foam. I received the new foam and it was the same 1.5-2 in. I finally passed the 30 days so they would allow me to start an exchange for the P5 which really has the 4 inch comfort layer. I had to pay a lot for the difference ($657.51 on 4/8/23) even though the *** is a mode step up but the P5 was not on as good of a sale. The part I find completely unfair is they charged me a $250 delivery fee for the replacement. Even though they falsely advertised the 4 inch comfort layer on the website and in store and I only need a replacement due to their deceptive practices (wouldve got the P5 otherwise). The replacement was delivered today and technicians confirm the *** does not come with 4 inches of foam. Their site will not allow me to submit a 1 star review on the bed I hate but takes a 4 star review for my old bed making their online ratings a lie. Please help with a refund for the $250 delivery fee.
Business Response
Date: 04/29/2023
April 29, 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.**** ordered a *** mattress. The *** has 3 inches of foam on top of the mattress and a 1-inch base pad making a total of 4 inches of foam. The P5 mattress is made the same way. On 3/22/23 Ms. ****spoke with a **************** representative who educated her on the need for the foam to expand to its full potential and confirmed that the mattress is made as described above. We sincerely apologize that the foam failed to expand properly.

The Technician confirmed in error that the foam in the *** is not a 4-inch combination.

The exchange has already been made and we cannot confirm the cause of the defect in the *** mattress. We have no pictures of the measurement taken by Ms. *****
Ms.**** has been refunded the cost of the home delivery for the exchange.
There is no false advertising.

Best regards,
Executive Team Consultant
Customer Answer
Date: 05/08/2023
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. The refund is what I was asking for. Their denial of wrongdoing is disappointing. The website still incorrectly describes the model and the store employees will continue to give bad descriptions of the product if they do not train them that a 4 inch comfort layer does not necessarily mean 4 inches on top of the air chamber, sometimes it means only 2 inches and 1 underneath. And that the *** has more differences from the P5 than just the type of foam. The foam thickness and placement is also different. It also doesnt explain why you cannot submit any less than a 3 star review on their website.

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