Business Profile

Bed Sales

Sleep Number Corporation

Headquarters

Complaints

This profile includes complaints for Sleep Number Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,113 total complaints in the last 3 years.
333 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:03/31/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 3-22-25 I purchased an I8 Sleep Number Mattress at the ***************************************** which was delivered to me on 3-27-25. Approximately 1 to 2 hours after laying on the mattress my lungs started to hurt when I inhaled, then I got a headache, sore throat and my eyes were burning. I noticed a strong smell emanating from the mattress similar to paint. I googled sleep number mattress bad smell and learned that their mattresses produce off gasses. A term I have never heard of and was not disclosed to me at the time of purchase. I contacted customer service and told them I wanted a FULL refund of $4,230.70 since the mattress made me literally sick. They told me they werent authorized to give me the full refund and told me to hold on while they transferred the call to a supervisor. Then after I waited on hold for 30 minutes they disconnected my call. I called back again spoke to someone else and the same thing happened. I contacted the store where I purchased the mattress he told me not to worry that someone would contact me but no one ever did. You cant keep $250 when the mattress is literally making me sick.
Business Response
Date: 03/31/2025
March 31, 2025
Better Business Bureau of Minnesota & ************
RE: Ms. ************ # ********
Dear Better Business Bureau:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. ***********
Ms. **** 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 her feedback for coaching opportunities. We encourage ****** to contact our representative should she need anything further.
Best regards,
Executive Team
Customer Answer
Date: 04/01/2025
I am rejecting this response because:

It has not been resolved. The driver never showed up to pick up the mattress. I had to physically place the large heavy mattress in a mattress bag and drag it onto my patio to avoid getting more sick from the toxic fumes. Sleep Number Corporation refused to allow me to drop the toxic mattress off at their store. *** **** a member of Sleep Number Team arranged for the pick up that never happened. I also explained to *** that it is currently raining here and that the mattress is in a plastic bag on my patio. *** told me they would not be able to pick up the mattress if its wet. I explained to *** the mattress is in a plastic bag and would not be wet not be wet if Sleep Number Corporation would have allowed me to drop it off at their store. I now asking for an additional $250, the amount Sleep Number Corporation would charge me if I was not home for the pick up, because that is Sleep Numbers policy. The pick up is now arranged for Friday and its supposed to rain again.
Business Response
Date: 04/01/2025
April 1,2025
Better Business Bureau of Minnesota & ************
RE: Case #********
Sleep Number Customer # ****

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

Ms. ***was told we can pick up the mattress on 4/4. We do not allow any customers to return our bed to the **********************, they are return the same way they are delivered,by our techs. Placing the mattress outside in the rain would void the customer warranty if the mattress is ruined. Per the customer request she was actually scheduled for 4/2 and per her words She is asking for Friday, but it must be between 8am-12pm or after 2pm. She doesnt want to cancel or reschedule her clients No additional compensation will be provided to the customer, and she has a scheduled date for return.
Best Regards,
Executive Team Consultant
Initial Complaint
Date:03/31/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bought a sleep number mattress little over 2 years ago. Has developed noticeable sag on the side I sleep on. Talked to customer service, 30 minutes trouble shooting, they said yes, probably need to replace air pump (or something like that) which was covered under warranty, and this should not happen. Part free, but I had to pay $190 for technician to install. Would not be billed for warranty service on car or appliance, amazed on a relatively new mattress to be told if do not pay fee they do not repair. Escalated to customer service manager and told fee not waived, asked about arbitration vs. small claims and was told do what you want, but no arbitration. Need assistance.
Business Response
Date: 03/31/2025
March 31, 2025
Better Business Bureau of Minnesota & ************
RE: Mr. ************ # ********
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.**** ******** respond to the email.
Best regards,
Executive Team
Customer Answer
Date: 04/01/2025
I did respond to their email, and we set a time today between 9 and 11 pacific time to call. They never did. I have heard from others via social media with the same issue of poor manufacturing of the mattress, and poor customer service and support. At this time, even though I paid $3000 for this mattress a little over two years ago, will just have to replace it with one from a company that provides better quality and MUCH Better customer support. I do ask that you flag this as a dissatisfied customer so other consumers can be aware and avoid their products. Thank you for the opportunity provided, and for the services you provide.
Regards
****

Business Response
Date: 04/01/2025
April 1, 2025
Better Business Bureau of Minnesota & ************
RE: Mr. ************ # ********
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
Customer Answer
Date: 04/02/2025
I am rejecting this response because: I did respond to their email, and they have offered to do the repair at no cost--which was my request. The reason I reject for now is that the repair is scheduled for Wed of next week and do not want to close it until the repair is completed at no charge. Thank you.
Initial Complaint
Date:03/26/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Sleep Number was not fully transparent about the inability to return a mattress base when buying Botha mattress and the base. After speaking with their customer service department over the phone, they informed me for the first time that the base is nonrefundable. Their bases cost over $3,000.00 and are only willing to accept a return of the mattress that was purchased. This is a predatory business practice by Sleep Number used to manipulate people into trying a bed set that is fully returnable and refundable within the first 100 days of use, but then not being fully truthful at the time of purchase about the customers inability to get a full refund for both the bed and the base.
Business Response
Date: 03/31/2025
March 31, 2025
Better Business Bureau of Minnesota & ************
RE: *** ************ # ********
Dear Better Business Bureau:
Thank you for the opportunity to respond regarding the complaint of our customer, *** ***********
Our sales professionals are trained to lead with transparency and ensure that all customers understand the contours of our return policy.? In this situation, the customer was aware of the policy, initialed and signed reflecting his understanding, and decided to make his purchase.? We stand by our policy as presented to the customer.???
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 *** ***** at the time of the purchase.? *** ****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.
Best regards,
Executive Team
Initial Complaint
Date:03/26/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
One of my Sleep Number beds was losing air. I was walked thru the process to determine the problem and told I needed to order a replacement Advanced DualAir Firmness Control System for $425.00. I placed my order on 2-26-25 and was told the pump was available and would ship with 4-7 days and that I would receive a tracking number once shipped. After waiting 3 weeks with no communication, I call customer service and was told that because they added closure caps to my and that the caps were on back order, nothing had shipped. I didnt need the caps so on 3-17-25 a customer service representative removed the caps from the order, confirmed the pump was available, and expedited the order for shipment. Again I was told I would receive an email in 2-3 days with tracking information. After waiting a week with no info I again contacted customer service and was told the unit hadnt shipped and they had no way of knowing when it would ship but that they would expedite the item. When transferred to a supervisor - ******* (would not provide last name), he said sometimes when items are back ordered it would delay shipment. He said he couldnt give ***** additional information about when the pump would ship. When I pressed him for an answer he became frustrated - and rude - and said the item was on back order. I told him that I was told on two previous calls that the item was available. He said whoever I talked to needed better training. Sleep Number immediately billed my credit card when I placed the order but continues to provide no explanation, information, or resolution.
Business Response
Date: 04/03/2025
April 03, 2025

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

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

Dear Better Business Bureau:

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

Mr.****s order contains locking caps which are currently in back-order. We apologize for the delay. What actions that can be taken have been by expediting your order to a high priority status. This ensures we will be shipping it out as soon as possible once it becomes available. A member of our Consultant Team has reached out via email. We strongly encourage Mr. **** to respond to his email.

Best Regards,

****** H

Executive Team Consultant
Customer Answer
Date: 04/06/2025
I am rejecting this response because: The caps that they claim are on B/O and holding up the shipment were removed from the order on 3/17/25 by their customer service team. I was told that by taking the caps off of the order it would allow the pump to ship within 2-3 days. As of 4/6/25 I have received no pump, which is what is needed to fix the problem I am having with the bed. I have reached out twice in response to their response and left two voice mails requesting a return call.

Business Response
Date: 04/07/2025
April 07,2025
Better Business Bureau of Minnesota & ************
RE: Mr.****
Case #********

Dear Better Business Bureau:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr.****.
Since filing this complaint, a member of our **************** team has reached out by email. We encourage Mr. *** to respond to the email.
Best Regards,
Executive Team Consultant
Customer Answer
Date: 04/07/2025
I am rejecting this response because: Their email response requests that I contact them by phone. I have tried three times to reach their team, each time leaving a detailed voice message, but have not received any return calls.

Business Response
Date: 04/08/2025
April 8th, 2025
?
Better Business Bureau of ********* & *****************;
?
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 will be happy to continue supporting the mattress under the terms of the Limited warranty. We sincerely apologize for the inconvenience and frustration this issue has caused. To address the customer's concern ******* will have to reach out to Sleep Number customer service. We can be contacted Monday-Friday 8:00AM-4:30PM and Saturday 10:00AM-2:00PM central time at **************.
?

?
Best regards,
Executive Team Consultant
Initial Complaint
Date:03/20/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Good afternoon. I am filing this complaint because I am very dissatisfied with the service not provided by Sleep Number. I had the company send out "technicians" to assess and fix my bed. I had to wait a month because they would not assist me in scheduling the time to come out around my schedule. So, I waited a month and had them come out on Saturday, February 22. This was a day that I would be home all day and would not schedule anything else. When the "technicians" arrived, they were there an estimated 10 minutes or LESS! These did not look or act like a technician. They looked like delivery men for the company. They assessed the bed and then told me that I had to contact Sleep Number AGAIN to schedule another time and another fee for a "technician" to bring me a new sleep chamber, which is what the said the bed needed. I contacted Sleep Number and told them that I was not satisfied with the service. They customer support person informed me that this would be noted and that someone would call me back the next day so that the situation would be escalated. This call occurred on Saturday, February 22. They state the department that handled the complaints was closed and would be open on Monday and would call me back. I NEVER RECEIVED A RETURN CALL. Also, when I spoke to the customer service representative on Saturday, February 22, I was told that I would have to pay for the new chamber and that there would be additional charge for ANOTHER technician visit. I paid $190 the first time for a 10 MINUTE VISIT!!! I am not pleased and not happy with Sleep Number and how this was handled. I will not buy another Sleep Number product. I am still waiting for a return call and for a new chamber. Thank you for your time. Sincerely, **** ******* CC: File
Business Response
Date: 03/20/2025
March 20, 2025

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

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

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

Thank you for the opportunity to respond regarding the complaint of our customer, Mr. **************** customer purchased a bed in 2019 which carries a 2/25 limited warranty which includes free parts during the first 2 years of ownership and then a prorated shared cost for the remainder of the warranty. Requests for a technician to troubleshoot or install parts are not covered under the warranty and would incur a fee for service.

To avoid incurring a service fee for troubleshooting, we offer customers the option to work with us to troubleshoot the issue over the phone or by following instructions on the support portal on **************************.

At this point in the customers warranty, there is a prorated cost for replacement parts under the warranty. Parts can be shipped directly to the customer and expedited shipping has been waived on quote# *********** which was provided to the customer. The customer can choose to install the part on their own if they choose to do so to avoid paying the cost for a technician to install it. Again, installation instructions can be found on the support portal on ************************** or the customer can call customer service at ************ and we can email the customer the instructions.

Best Regards,
Executive Team Consultant
Customer Answer
Date: 03/25/2025
I am rejecting this response because:
I am already aware of the prorated warranty and the cost that I will incur for the replacement part. What I am not satisfied with is the poor technician support that was sent out to me. I paid $190 for two young men to stay under 10 minutes and tell me what was needed and made NO effort to fix the bed. I was told that I had to contact the company again, pay for the part and then the part would be sent to me. I would then have to have another technician come out, if I so chose, to replace the part. This would cost me another $190. The technicians that stopped at my house had no supplies and were of very little assistance. They stayed under 10 minutes and kept their truck running. That is ridiculous!!!
If the company is to send out technicians, they should be well equipped to replace the part on site and not stay a very short time and do very little. I should be refunded the cost of the trip, $190. I should also have another technician come out, free of charge, and replace the part that is necessary to be replaced on my bed. I am willing to pay for the replacement part.
I will not buy another Sleep Number bed again and will make sure that I recommend to others not to buy a Sleep Number bed.
Thank you.
Sincerely,

**** *******

Business Response
Date: 03/31/2025
March 31,2025
Better Business Bureau of ********* & ************
RE: Case #********
Sleep Number Customer # ****

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

Thank you for the opportunity to respond regarding the complaint of our customer, Mr.****.
Our position remains the same, the customer purchased a bed in 2019 which carries a 2/25 limited warranty which includes free parts during the first 2 years of ownership and then a prorated shared cost for the remainder of the warranty. Requests for a technician to troubleshoot or install parts are not covered under the warranty and would incur a fee for service.
To avoid incurring a service fee for troubleshooting, we offer customers the option to work with us to troubleshoot the issue over the phone or by following instructions on the support portal on **************************.
The customer can choose to install the part on their own if they choose to do so to avoid paying the cost for a technician to install it. Again, installation instructions can be found on the support portal on ************************** or the customer can call customer service at ************ and we can email the customer the instructions.
Best Regards,
Executive Team Consultant
Initial Complaint
Date:03/18/2025
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.
I recently went to a Sleep number store and spoke with a salesperson. I am a prior Sleep Number customer and the salesperson was able to pull up my original purchase with my email address ********************** and phone number *************). When I tried logging into the ************************** website, it said my email wasn't associated with an account. When I contacted online customer support, the agent was able to pull up my account by my name, zip code, and phone number (****** **********, *****, **********) and even confirmed that she was showing ******************** as my email address. She advised me to "reregister" on the website, which I did. When I did, the only purchase showing was for a mattress topper I ordered, under my warranty, back in 2014. There was no record of my bed purchase on the website. How is it that my original purchase information was available to the store salesperson and to the online Sleep Number representative, but not to me? This makes absolutely no sense. Is the system the store uses and the customer service department uses different than the one that the website accesses? I'm guessing it is since I can't see my original purchase. I have been a customer for almost 20 years, have frequently gotten emails from Sleep Number at my email address, yet when I try to access my account information, it is not available. someone needs to contact me to explain why this is happening and to remedy this situation,.
Business Response
Date: 03/19/2025
March 19, 2025

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

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

Dear Better Business Bureau:

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

Since filing this complaint, a member of our Executive Team has reached out by email and voicemail. We have reviewed the account, and the bed purchase was made in 2006,which pre-dates our *** online services. The customer may not see a purchase from 19 years ago due to system limitations. Mr. ***** **************************************************** our customer service interface. We strongly encourage Mr. **** to respond to our email or voicemail if he needs assistance with warranty replacements. His warranty end date is 6/29/2026.

Best Regards,

****** H

Executive Team Consultant

Customer Answer
Date: 03/22/2025
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. I spoke with ***** directly and she explained that the online system may not include older purchases that are still showing in Sleep Number's main database.
I did offer a suggestion to ***** that they provide training to their customer service teams so that they can offer this information when speaking with customers who have older purchases. The agent I spoke with said that she did not know why I couldn't see my purchase through my online account and that is why I reached out to the BBB for assistance.
Sincerely,
****** **********
Initial Complaint
Date:03/13/2025
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.
Our bed is no longer syncing to the remote or phone app. Contacted customer service and a tech was here for 5 minute and said the computer was bad and that he would have it ordered. Item never came. Another call was made and we were told that a pump was needed, the item was paid for and arrived and installed but the problem was not corrected. My wife made another call and was treated rudely by a man that told her that a cat had chewed through the air hose. My wife and a friend both inspected the hoses and found no such issue. Photos were requested and she was told that the photos were "classified" and we were not allowed to have them. A wiring harness was then sent. When that arrived we contacted service again to have the wires installed. Another service call was arranged and paid for in advance. The techs arrived and fiddled around with the their device, our remote, and my phone app and determined that the computer was bad. They assured me that the item would be ordered. There has been no contact with the company since. I am aggravated that the company has been paid for unnecessary parts and that no one has resolved the issue. I am recovering from a second hip replacement (same hip) within a year and unable to use the adjustable bed frame to find a comfortable sleep position. I would like for this issue resolved by getting the bed working properly and reimbursed for the unnecessary parts that we were billed for.
Business Response
Date: 03/14/2025
March 14, 2025

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

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

Dear Better Business Bureau:

Thank you for the opportunity to respond regarding the complaint of our customer, Mr. *************** 1/24 a tech came out to analyze the problem with the base and determined the pump needed to be replaced. The pump contains software that works the adjustable base. The technician noted bite marks on the cable wires under the bed.

We reached out to Mr. **** and provided the number for service on the adjustable base. We will continue to work with Mr. **** as needed.

Executive Team Consultant
Customer Answer
Date: 03/15/2025
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:03/11/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a Sleep # bed in 2020. Was very expensive but worth it until it began leaking air. Since Feb, 2025, have had multiple contacts w customer service, have had technicians come to the house to diagnose and try to repair and the issue is not yet resolved, causing me to be unable to sleep in the bed without incurring back problems. I originally spent close to $7000 for the bed and approx $800 for diagnostics, parts and repair visits and the problem has not been resolved. I have asked for my repair $ back and was told that they don't give refunds. **************** has given me a date of March 21st (over a week away) to send someone else to the house to try and fix it. At this point, I do not want the bed if it continues to have these problems. i am looking for -Sleep # to refund my money for "repairs"-Sleep # to dissasemble my bed and take it away -or Sleep # to issue me a new bed or some compensation given that the bed is only 5 years old -I would also like an acknowledgment from the company of their poor customer service process and issue an apology for the time, $,stress and inability to sleep in my bed.
Business Response
Date: 03/14/2025
March 14, 2025

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

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

Dear Better Business Bureau:

Thank you for the opportunity to respond regarding the complaint of our customer, Ms. *************** **** has a service set for 3/21 to replace the pump and the air hoses. We have added air ******** to the order, and they will arrive before the scheduled service is to be replaced.

The cost of parts and service Ms. **** has paid for is consistent with the terms of her Warranty. The correct trouble shooting was done, and the appropriate parts were sent. Ms. **** needs the parts we have sent to repair her bed. The is no option to return the parts. Replacement parts are prorated, and labor is not covered by the warranty. Ms. **** is not eligible to return her bed.

Executive Team Consultant
Initial Complaint
Date:03/11/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The remote will not stay paired. They have issued 3 remotes and the issue is still not resolved. ***** time i call I'm asked to get on the floor and basically under the bed to try and fix the problem. Also, the app does not work very well. It consistently takes about 20 times to raise the bed all the way.
Business Response
Date: 03/14/2025
March 14, 2025

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

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

Dear Better Business Bureau:

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

Resolving an issue with *** ***** remote and app working sporadically needs to be handle by customer service and further trouble shooting to determine the correct cause of the problem.
*** **** has been working with our representatives and a specialty team to resolve the issues with her remote. Further trouble shooting is necessary to pinpoint the problem. *** **** can reach customer service at ************** and ask for extension 6042.

Executive Team Consultant
Customer Answer
Date: 03/14/2025
I am rejecting this response because:
I have spoken with customer service several times. Each time I have to get on the floor to use the pump to pair my remote. I have, several times, unplugging the bed and plugging it back in. I'm on the 3rd remote which will pair for only 2 minutes, If that. I'm on my 3rd remote!
I should not have to climb under my bed, at my age, to fix this problem. I spent a lot of money on this bed, putting my trust into Sleep Number. It's 2025, you need to do better.
Business Response
Date: 03/20/2025
March 20, 2025

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

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

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

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

After reviewing the account and the multiple warranty replacements of the remote, it is apparent that the remote is likely not the root cause of the problem. A member of our Office of the Executive Team will be reaching out to the customer within ***** hours to address the issue further with the customer.

Best Regards,
Executive Team Consultant
Initial Complaint
Date:03/06/2025
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.
First problem: Requested repair of pump in bed not working. Three times, I informed company of the hours I was not available for visit, 3 times company booked appointment during those times, for one, I was charged $190 for visit, then I was notified 11/28/24 amount was to be refunded because appointment had to be cancelled since it was scheduled during my unavailable time; next customer service associate recommended we purchase new pump to be delivered before technicians arrived in case that was the problem - that plus amount of $190 paid on 12/2/24 in order #***********; associate charged visit fee again because she saw that first fee paid was being refunded; Main problem: Original refund never received - only one technician visit at our home. Pump was not the issue after purchasing, only minor adjustment of bed hosing completed by technicians (who were wonderful). To rectify this, I tried live chat with 3 different agents in early February before going to *******. Each agent requested same details and as soon as they said they would check, my chat was disconnected. I know it was done by the agent because I could see this message: "Conversation closed by the agent, 6:04 pm." So, after rescheduling 3 appointments when company did not listen to customer schedule constraints and paying twice for one visit, not being refunded as reported, plus paying for a pump we did not need, which could not be returned, I could not use their customer service system to solve because they kept disconnecting me. At the least, I should receive refund of $190; if company wishes to offer more, I am willing to accept.
Business Response
Date: 03/13/2025
March 13, 2025

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

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

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

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

In reviewing the customers account, we are able to confirm that the service appointment booked on 11/26/2024, was fully refunded back to the customer on 11/28/2026 to the original payment method.

Reviewing calls, we were able to hear that the customer determined that the pump did not have power, so a new pump was ordered for installation by a technician. Warranty sales are final, however since the issue was resolved without replacement parts, we are happy to process a return and are able to do so based on the customers unique circumstances. Please watch for communication forthcoming.

When scheduling appointments for service we are able to guarantee a date for technicians to arrive. While we are able to take requests for time frame accommodations, we are not able to guarantee them so we always suggest that customer try to pick a day that has open availability. Sincere apologies if that was not clearly communicated by the Sleep Number representative.

Best Regards,
Executive Team Consultant
Customer Answer
Date: 03/13/2025
I am rejecting this response because: I am currently working directly with *** ****** from the Sleep Number Executive Team. She has supplied documentation that the company refunded the original $190 on 11/28/24. That credit never reached my account according to my 12/18/24 statement. I am currently on vacation and will resume further research with my ********** financial institution next week. Thank you for your patience. ******* *******

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