Complaints

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

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  Sleep Number Corporation

  1001 3rd Ave S Minneapolis, MN 55404-1096

  
• 

  Sleep number

  2549 Vestal Pkwy E Suite 1, Vestal, NY 13850 Vestal, NY 13850

• 

  Sleep Number

  275 Crocker Park Boulevard Westlake, OH 44145

• 

  Sleep Number

  26222 Novi Rd Novi, MI 48375

• 

  Sleep Number Corporation

  4400 Sharon Rd STE G21A Charlotte, NC 28211

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:04/28/2023

  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.

  To whom it may concern;I purchased a C4, SPLIT E KING 360 FLEXFIT 2 BED sleep number bed January of 2021. I am experiencing nothing but problems from day one and I contacted sleep number support team numerous times regarding these issues. The support team tried to help with no solutions. The support team had me purchased parts costing over $200 dollars and now they are advising me to pay additional $300 dollars for parts. The bed comes with a 15 year warranty and the bed is no good. I purchased the bed for over $9,000 and I am sleeping on metal frame because the mattress constantly loosing air. The company is not standing by the warranty and I am paying out of pocket for materials cost plus labor. I am a 63 year old man with back problems and I cannot take the pressure from this company. My wife refused to sleep on the bed because it is so uncomfortable. The Responsive Air, Flexfit base doesnt work and its loosing air from the mattress. I would like this mattress to be exchange or my money back because this is not what I purchased. Oh, the head level on the mattress doesnt go up or down.Please, I really need someone to help me resolved this problem because my back is hurting. I cannot afford to buy anything else and I am counting on someone help in this matter. I am thinking that this bed is a manufacture defect and they dont want to admit to it. I am sitting paying financing on the bed each month and cannot use it. Please, please help me. Thanks My CUST#: ********** Phone#: ************, number associated with the account Sleep Number Corporation ******************************************************************************************************* ************ ************************************** My address: ************************************************************************** ************ ***********************

  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, Mr.****.
  
  According to our records Mr. **** paid $5,814.54 for his mattress and base on 1/3/2021.
  
  On 11/15/22 we sent out new air ******** to the customer under the terms of his warranty.  He paid $135.44 for the ******** using his **** ending ****.  On 12/28/22 we received a chargeback notice from **** sighting customer claiming fraud as the reason for the chargeback on our order *********** for $135.44
  
  On 3/8/23 Mr. **** called about continued air loss. We ordered a new pump for him at no charge.  This order was cancelled by our fraud department because of the charge back amount of $135.44. 
  
  Unfortunately,we are not able to assist Mr. **** until the issue with the charge back is resolved.   
  
  Best regards,
  Executive Team Consultant  

  Customer Answer

  Date: 05/01/2023

   I am rejecting this response because:
  

  The Mattress doesn't work period and the i am still paying for it.  *********************************************** provided you with filtered history of my complains and you can see clearly that they don't stand by the warranty**** this is a list of a small complained from me provided by ***********************************************:

  1. He paid $135.44 for the ******** using his **** ending ****.  On 12/28/22 
  2. On 11/15/22 we sent out new air ******** to the customer under the terms of his warranty
  3. On 3/8/23 Mr. **** called about continued air loss. We ordered a new pump for him at no charge

  I was told that the mattress warranted for 15  full years so why am i paying for PUMP, AIR chamber, ETC. I was told that all services are free under the warranted period. This is totally a consumer fraud and my money should be refunded or the product should be exchange for better one**** the company is not standing by the warranty. 

  They are not standing by the warranty and this is why i went out on a limb to buy this mattress.  I wanted to avoid the deception roles and i am very disappointed with *********************************************** Corp.  They can sleep and eat well while we are suffering at night, THANKS.

   

  "Warranty fraud is a crime committed when a person or organization intentionally deceives a company or its partners to receive service, hardware, or financial compensation under the guise of a warranty claim. These types of crimes have a huge impact on the success of companies worldwide."

   

   

  
  

  Business Response

  Date: 05/03/2023

  May 3, 2023
  
  Better Business Bureau of ********* & ************
  
  RE:****
  Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr.****.
  
  According to our records Mr. **** paid $5,814.54 for his mattress and base on 1/3/2021.
  
  Our position remains the same.   On 12/28/22 Mr.**** reported fraud to his Credit card and was refunded his money for a part that he ordered and has in his possession.
  
  We are not able to assist Mr. **** until the money is repaid to Sleep Number.
  
  Best regards,
  Executive Team Consultant  

• Initial Complaint

  Date:04/25/2023

  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.

  Went to get information regarding a sleep number bed . I specifically told the sales rep ****** that due to my recent accidents I need a bed that will support my back, I was interested in a foam bed. ****** lead me to believe that this was a foam bed not an air mattress. When the product arrived I found out that it is an Air BED. Also, upon purchasing the product the rep by the name ****** explained they had an in house payment plan. I explained to him that we are purchasing a house and did not want to have any problems getting the house so we cannot run a hard pull or of any kind. The rep ****** assured my Fianc and I that it was not a hard pull and he never received our permission to apply for a credit card. We were lead to believe that this was an in-house payment plan. I even paid **** up front to start our purchase. This not only took 42 points off my credit but set us back that we could not get the loan approved for the house we wanted. I am livid. I feel mislead and I feel ****** misrepresented the product we thought we were getting a foam bed that adjusted. We also did not want another credit card that would be maxed out. I will be disputing the ****.00 dollar with my bank due to the integrity of this sale. I would like my FULL refund and would like to return everything including the accessories.

  Business Response

  Date: 04/28/2023

  April 28, 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.****.
  
  *********************** that can be adjusted to be softer or firmer through the air system in the bed, allowing the customer to pick a ********************** that corresponds with the amount of air pressure in the bed.  We apologize that this was not clear to Ms. **************** **** applied for a line of credit through ************** and provided us with the needed private information. It is a soft pull until it is used.   Ms. **** used the financing to purchase her bed,making the inquiry a hard pull.  Per the Terms and Conditions of ************** the information was provided to the **************  Synchrony Bank and Sleep Number are not the same company.  If Ms. ****believes the information reported was incorrect she needs to write to *************** P.  O.Box ****** ******* ** 32896.  Tell them what information is wrong and why you think it is wrong . If she has a copy of the credit report that includes the wrong information send a copy with the letter to Synchrony.
  
  
  We do not offer or advertise a 100-night risk-free trial on an adjustable basis.  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 Ms. **** at the time of the purchase.  In fact, Ms. **** 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.
  
  
  
  Best regards,
  Executive Team Consultant  

  Customer Answer

  Date: 04/29/2023

   I am rejecting this response because:  I did not physically and knowingly fill out a credit application for the credit card.  **************** filled out all documents and asked me for each information.  He also asked me for my ID.  I never went on no website, nor did I authorized ****** to go on to synchrony credit website to run my credit.  I was told by the rep ****** that Sleep number had a program that had a payment plan and they needed my information and this would be a soft pull entirely.  I never authorized that rep ****** to go onto a site for me to apply for a credit card.  Also, my clear complaint is if I had knew that I was going to be getting an air mattress instead of a foam mattress, I would have decline and went to another store all together which I would not have bought the base frame nor would I be in this situation.  The sale rep ****** clearly left out important information such as; the credit card he filled out and that this was not an adjustable foam mattress through out.  ****** told us that we had 120 days to test and return leading us to trust that we are not to worry.  The day of delivery we wanted to return but we was once again reassured that this was returnable when the two guys delivered items and during the set up.  This bed is a foam on top and air mattress below.  I feel that ****** was negligent and lead us under false pretenses.  I never physically myself feel out this credit application.  ****** filled out everything on the computer.  He explained what we were signing but withheld important details such as he was applying for a credit card on our behalf and that this is an air mattress.  Important details.  As I explained earlier we were in the process of buying a home and clearly explained to ****** that I could not conduct a hard pull or apply for any credit.  He stated this was a sleep number payment plan and we would be saving money.  I also put down ******* to start are first payment.  
  

  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.****.
  
  Our position remains the same.  A line a credit was applied for.  The application regardless of who filled it out is a soft pull until it is used.  We apologize that this was not clear to Ms. ******************** can dispute the pull by writing to *************** P.  O. Box ****** ******* ** 32896.  Tell them what information is incorrect and why you think it is wrong. If she has a copy of the credit report that includes the wrong information send a copy with the letter to Synchrony.  
  
  We do not offer or advertise a 100-night risk-free trial on an adjustable basis.  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.  Ms. **** initialed the bolded statement regarding the adjustable base policy and signed the document indicating she understood all the terms and conditions.
  
  Best regards,
  Executive Team Consultant  

• Initial Complaint

  Date:04/20/2023

  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.

  Date of transaction was 2/16/2023 for the amount of $5460.76.100 night in-home trial is offered but had to sleep on this air mattress for 30 days before I could return it. I requested a full refund but was told that Sleep Number will not take the base back and I'm stuck with a $2000 base. ******** never told me that I can't return the base. I would've never purchased this bed if I knew I couldn't return it. Sleep number is unwilling to return and refund the base. Account number: **************** Order number: ***********

  Business Response

  Date: 04/20/2023

  April 20, 2023
  
  Better Business Bureau of ********* & ************
  
  RE: ****
  Case 19961209
  Sleep Number customer ****
  
  Dear **********************:
  
  Thank you for the opportunity to respond regarding the complaint of our customer Mr. *********** 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 ********* risk-free trial on an adjustable basis.?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 to 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.
  
   Best regards,
  

  Customer Answer

  Date: 04/21/2023

   I am rejecting this response because:
  
  The sales receipt that I have has no signatures or initials. Signatures and initials were done in the store electronically. Once again, I would not have bought this bed knowing that the base was non-refundable. 

  Business Response

  Date: 04/21/2023

  April 21, 2023
  
  Better Business Bureau of ********* & ************
  
  RE: ****
  Case 19961209
  Sleep Number customer ****
  
  Dear **********************:
  
  Thank you for the opportunity to respond regarding the complaint of our customer Mr. *********** position remains the same.  We stand behind our training practices and the integrity of our Sales force.  Mr. ********** the terms and conditions, and we do have his SIGNED copy from the store.  The policy in question is highlighted and printed in bold and has its own signature line. Customers must take responsibility for reading what they agree to before signing a legal document. The terms are sent home for the customer to read. Mr. **** could have canceled the order before delivery to avoid keeping the base.  
   Best regards,
  

• Initial Complaint

  Date:04/19/2023

  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.

  We purchased a bed from sleep number store in ***********, **. Prior to the purchase, we asked questions to the salesman regarding the guarantee and warranty. We found a bed and certain assurances were made, we asked specifically if the WHOLE bed could be returned if we were not satisfied and were told we absolutely could return the bed if we were not happy. I asked this question 3 times because of the model of bed we purchased and the assurances we were given about its comfort being it is a split ********** king. After its delivery we slept on it and our fears were realized and their assurances were not true. The delivery people even called that model the "Divorce bed" when they delivered it. So we called the sleep number folks and were told we had to sleep on it for at least 30 days before they would even consider taking it back. They sent someone out to make sure the bed was assembled properly as well as functioning properly. Being that it was, the *** on the phone said she would send us a cooling foam pad to help it be more comfortable. It didn't help as the mattresses still separates despite the assurances we would not be able to tell. We also learned while trying to return it that we would have to pay $250 dollars to return the mattresses AND the base of the bed is NOT returnable. We didn't say we didn't want a sleep number bed but the one we want to exchange for will make the base, which is for a split CA king and has adjustable head and feet, unusable to us. So the salesman yet lied again and neglected to tell us about the fee to return or exchange our current mattresses. Plus we were told if we didn't buy their mattress covers at over $200+ dollars that the warranty would be voided. The dishonesty we were showed is unacceptable.

  Business Response

  Date: 04/20/2023

  April 20, 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,
  
  Executive Team Consultant 
  

  Customer Answer

  Date: 04/24/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and already responded. They have yet to respond to me about this matter. I look forward to their response so this issue can be rectified. 

• Initial Complaint

  Date:04/19/2023

  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 smart bed over the standard frame for an additional $2000 only to track my sleep and to help relieve back pain by sleeping in zero gravity. After not having the bed record my sleep sessions incorrectly but my wifes correctly I call. Immediately I was told that if I sleep with my head or feet above the snore position that the bed will not accurately track my sleep. Even though I used the preprogrammed positions that came with the bed. The employee said this is a known issue and they are looking to correct it with the next model. I stated that if I had know that on the front end I would not have spent the extra $2000. The response I received was that you are sleeping better right? Who cares if it tracking you then. After asking for a manger and getting the same response. I hung up out of frustration and filed a complaint. If the issue was known prior to the sale but not disclosed anywhere from them or online I feel I was baited and switched into a inferior product but charged a premium.

  Business Response

  Date: 04/20/2023

  April 20, 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.****
  Per our Product Research team, the issues Mr.**** is experiencing are related to the present-day design of our SleepIQ software.The product development team is constantly working to improve our sleep tracking to create a more effortless sleep experience for our customers. They take our customers information and look at it on the back end. We apologize for the inconvenience and are doing all we can to rectify this issue.
  
  
  Best regards,
  Executive Team Consultant 
  
  

• Initial Complaint

  Date:04/19/2023

  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.

  Purchased sleep number mattress. Paid delivery fee and tax. Tax amount for mattress was $297.84. Had to wait 30 days to return because unhappy with mattress. They stated a $249 pick up fee and tax will be deducted from amount of money returned. I realized total amount deducted was over $500 from return. I called and spoke to supervisor. She stated the tax was $264 to return. They called it a pickup tax. I told her I dont believe its fair to pay taxes on the bed twice and she said its not its on the pickup fee of $249. The pickup tax cant be more than the pickup fee I explained. She said its legal and there is nothing she can do about it. I dont believe its right to tax the same item twice.

  Business Response

  Date: 04/20/2023

  April 20, 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.***
  The first paragraph of the Terms and Conditions clearly states that the customer is responsible for the shipping and return fees. This is clearly presented in our Terms and Conditions of Sale, which were signed by Mr.**** at the time of the purchase.?
  
  Best regards,
  
  
  

  Customer Answer

  Date: 04/21/2023

   I am rejecting this response because:
  They are referring to their fee which seems to be the only way they make money. 
  I am referring to the tax they are charging on a returned item. You cant charge tax and then when the time is returned charge another tax. 
  I was specifically told I was being charged $264 for a pickup tax fee. 
  I am also involving the ********************** and the ************* and ********* in this as well. 
  Just because you try and slip in something in a 20 page document which clearly doesnt say what that amount will be, doesnt make it legal. 
  so no I am not satisfied with their blow off answer of telling me I signed something. 
  
  

  Business Response

  Date: 04/21/2023

  April 21, 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.***
  Our position remains the same.  We stand behind our training practices and the integrity of our Sales force.  Mr.**** ****** the terms and conditions. The policy in question is highlighted and printed in bold and has its own signature line.   Customers must take some responsibility for reading what they agree to before signing a legal document.   The terms are sent home for the customer to read.  Mr. **** could have canceled the order before delivery to avoid fees.    
  
  Best regards,
  
  
  

• Initial Complaint

  Date:04/19/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased bed and when was delivered,, delivery guys cut plastic of mattress and sliced the bottom,, very very expensive,, reached out to sleep number ,, no response,,

  Business Response

  Date: 04/20/2023

  April 20, 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. *********** **** 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 needs anything further.
  
  Best regards,
  Executive Team Consultant 
  
  

• Initial Complaint

  Date:04/18/2023

  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.

  My wife and I visited the Sleep Number store at ************** in **********, **, on 12/31/22. We were explicitly asking for two separate beds due to my medical condition. When the bed arrived it was a single frame system. We contacted Sleep Number and were not provided any ability to return the product. After many calls to the company we received communication from someone in their executive escalation department. They offered us the ability to replace the beds. We returned to the store in late February and selected two separate beds. The second set of beds arrived on March 22nd, 2023, and the first bed was taken away. The new bed system arrived one week late and it did not function upon arrival. It took three weeks for the beds to be repaired. The beds also had a very strong off-gas odor. We contacted Sleep Number on March 29th 2023 and asked to return the entire system. Sleep Number told us that it was not returnable. They said we signed a contract evidencing such. We do not agree with Sleep Number because we had no ability to use their product or services. Once we did, we promptly contacted the company to ask for a return.

  Business Response

  Date: 04/20/2023

  April 20, 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,
  
  Executive Team Consultant 
  

• Initial Complaint

  Date:04/17/2023

  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.

  On 2/********* called to purchase a sleep number with one of their reps her name is ************************ I went through with the purchase and she explained all the details, one detail that I specifically asked was if at anyrime we need to return the mattress what all is involved, she states there is a $99.00 dollar return fee and that the base/foundations are not returnable, which was fine because we didnt purchase a base. So you get 100 nights trial and a charge of $99 bucks is what this rep told me. Well fast foward to today 4/17/2023 we decided to return the mattress because it was killing my back and simply didnt work for me, I call the 800 num to return as I was instructed by the rep ************************ the customer service lady tells me there is a $249 return fee, I told her that is not what I was told, she stated thats the way it has always been. So the rep *********************** working for Sleep Number gave me false information and we are extremely upset! You already pay $249 for it to be delivered and now there bed was not a good fit for us and they want another $249 to pick up their product? Thats $500 down the drain, something is wrong with this picture!This is a compete rip off from Sleep Number! I am not normally the type to write this up, but I was told one thing and charged another!

  Business Response

  Date: 04/19/2023

  April 19, 2023
  
  Better Business Bureau of ********* & ************
  
  RE: ****
  Case # ********
  Sleep Number customer ****
  
  Dear **********************:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. ****
  Since filing this complaint, a member of our **************** team has reached out by email to work on a resolution.  We encourage Ms ***** to respond to the email. 
  
  
  
  Best regards,
  
  Executive Team Consultant 
  

• Initial Complaint

  Date:04/17/2023

  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 bought a sleep number mattress on 3/31/2023. I have not slept good since day 1. I have bad back pain to begin with, and sleeping on this mattress has caused my pain to elevate to the point where I cannot stand straight. I woke up on 4/14/2023 with such severe pain in my lower back, that I cannot stand up straight, and have had to walk hunched over today. It has been a horrible two weeks!! The pillows are just as bad. For $120 pillow, I should not wake up with a massive migraine each morning. I called the customer care center to see about returning the mattress, and all accessories that came with this sale, and I was told I needed to wait 30 days. I keep getting hung up on, transferred to a "supervisor", to then be transferred to another "supervisor". I keep getting the run around when calling the customer care center. I cannot keep *********************** on this mattress getting worse each night! I already go to a chiropractor every two weeks for my back pain, and now the pain I am experiencing from sleeping on this mattress has surpassed the pain I already have. This is causing me unnecessary medical problems. I want to return this mattress and all accessories ASAP before it causes more damage to me! I shouldn't have to sleep miserably for another two weeks to wait for 30 days to pass. My husband also uses an oxygen tank, and I read that it is not safe to have! I am extremely disappointed that no one can help me, and that I am being forced to keep this bed which is causing me so much pain!

  Business Response

  Date: 04/19/2023

  April 19, 2023
  
  Better Business Bureau of ********* & ************
  
  RE: ****
  Case # ********
  Sleep Number customer ****
  
  Dear **********************:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. *********** 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,initiated and signed reflecting her understanding, and decided to make her purchase.? We stand by our policy as presented to the customer.?We do not offer or advertise a ********* risk-free trial on an adjustable basis.? 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 Ms. **** at the time of the purchase.? In fact, Ms. **** 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. Ms. ****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.  Ms.**** has not set a date for the return of her mattress. 
  
    Best regards,
  

  Customer Answer

  Date: 04/20/2023

   I am rejecting this response because:
  I have called to return, and was told I cannot return it until 30 days pass.  You stated that I have not set up a return date, because I have been told I CANNOT! Have someone contact me so that we can set that up.  When I call the customer service line, no one will help me! 
  
  

  Business Response

  Date: 04/21/2023

  April 21, 2023
  
  Better Business Bureau of ********* & ************
  
  RE: ****
  Case # ********
  Sleep Number customer ****
  
  Dear **********************:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. *********** ***** spoke with a member of our Executive team, and we were able to come to a mutually satisfactory solution.  We sincerely apologize for the customer experience and are using her feedback for coaching opportunities.  We encourage Ms. **** to contact our representative should she need anything further. 
  
    Best regards,