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

  1 Walden Galleria Drive Space D219 Cheektowoga, NY 14225

• 

  Sleep Number

  26222 Novi Rd Novi, MI 48375

• 

  Sleep Number

  4795 Riverside Dr Macon, GA 31210

• 

  Sleep Number

  5605 Slide Rd Lubbock, TX 79414

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:04/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/19/22, I purchased a mattress and adjustable base from Sleep Number. Order totalling $5270.78. This price included the mattress, disposal service of my old mattress, delivery and set-up. The delivery was later than expected, and it came on 12/9/2022. On January 5th, technicians came to try and fix the mattress and installed an underpad and center wall. On January 13th they sent a mattress layer. None of these options fixed the underlying problem of a popping sound in the mattress and inflating and deflating in random moments which would wake me up. When they finally agreed to take back the faulty product, which the technicians had said wasnt holding air correctly, they charged me $249 to take it back. Furthermore, they will not accept returns on the adjustable base, which is now sitting useless in my bedroom while I sleep on the floor. Why would you sell a useless product and verbally tell the customer they could return it when they cannot. It seems cruel and predatory. I am a single mom trying to put my child through college. I am very unhappy and am hoping someone can help me navigate this situation.

  Business Response

  Date: 04/18/2023

  April 18, 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 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 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. 
  
  
  Best regards,
  
  
  

• Initial Complaint

  Date:04/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec. 6, 2021 I placed an order through the phone, Order #: ***********. The problem at the time was that my pillow was on back order because it was sold out. I didn't receive my pillow until around Feb. 2022. On June 27, 2022 I left the country (with my sleepnumber pillow) and came back to the US on March 27, 2023. I've purchased this specific sleep number pillow religiously since **** because of my 3 brain and spine surgeries, it was recommended by my doctor.. ** was the only pillow that could properly support my neck and I would purchase a new pillow every 2-3 years. When I purchased my last pillow in Dec. 2021 I noticed that sleep number completely changed the design of the pillow (it had a base plus 2 thin removable layers). I was told that this model would be to replace my old classic pillows with the neck contour that I've always purchased. I was desperate so I purchased this new model and received it a few months later because of the back order. In Sep. 2022 when I removed the pillow cover I noticed that the main memory foam of the base started to show signs of cracks and pilling. None of my previous pillows ever did that in over 15 years. By Feb. 2023 I noticed the foam pillow was literally coming part, sort of disintegrating in pieces. I was shocked because again none of my past pillows ever did this at all. After I came back to ******* on March 27th, I finally was able to contact sleep number yesterday online through chat and explained to them how my pillow is literally falling apart. They told me that my pillow was past the year warranty. I am upset, because clearly this new pillow design is defective. This has been the only pillow I've been able to rely on desperately because of my surgeries. I would like a replacement of this pillow or a complete refund. I am in complete disbelief that SN now produces a pillow that literally comes apart within such a short amount of time, it's defective. NONE of my previous pillows ever did.

  Business Response

  Date: 04/18/2023

  April 18, 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. ************* 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,
  
  

  Customer Answer

  Date: 04/18/2023

   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.

  Sleep Number is replacing my pillow. However, the question I have is has the memory foam material quality (its formula/ingredients) changed compared to the pillows I have bought since 2003?
  Im am worried because none of my previous pillows have cracked or disintegrated until this new style of pillow. If a change happened, will Sleep Number go back to the previous formulation which is higher quality? If not I need to find another company/pillow that can supports my medical needs. 
  -Unfortunately, I have looked around and cannot find a pillow of the same quality or better with the pillow I always purchased for the past 20 years with sleep number.
  
  
  Sincerely,
  *****************************

• Initial Complaint

  Date:04/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I ordered a sleep number back in December. It was delivered in early February and after about a month we decided it wasnt worth the $11,000 price tag. When attempting to return it for a refund, we were told they could refund the bed but not the base. The base is $3,700. I explained that I had asked the sales rep in the store multiple times, if we dont like the bed for whatever reason, and want a refund, can we return the bed? To which the sales rep enthusiastically answered that yes, they gave the comfort guarantee and would give us a full refund as long as it was within the 100 day period. Never once did the sales rep mention they would not refund the $3,700 base. *** spent an hour on the phone with customer service and have been transferred 3 times. Only to be told that, since my wife signed the terms of service at the store, they cannot include the $3,700 in our refund. They are also charging us a $250 fee to pick up the mattress (this took them less than 10 minutes). So essentially, this store duped us into spending almost $4,000 that they knew we would never get back. For a company that pretends to care about their customers, they show by their actions that their promises and customer service is really just a show.Lastly, they blocked me on ******** for violating their pages policies - which was me leaving the above review and then responding to the other folks who commented on my review saying the same thing happened to them. And after reading the reviews on ******** and Trust Pilot, I genuinely dont understand how this company is allowed to continue to operate as they do when hundreds of people are losing thousands of dollars. Someone needs to hold these people accountable.

  Business Response

  Date: 04/18/2023

  Feb 18th, 2023
  
  Better Business Bureau of ********* & ************
  
  RE:****
  Case # ********
  Sleep Number customer ****
  
  Dear **********************:
  
  Thank you for the opportunity to respond regarding our customers complaint, 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,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. Mr. **** could have canceled the delivery to avoid the final sale terms.
  
  
  
  Best regards,
  
  Executive Team Consultant  

  Customer Answer

  Date: 04/18/2023

   I am rejecting this response because:
  
  The sales associate was not at all transparent, which is why were so frustrated. They love to bring up that my wife signed the terms, and we admitted that she should have read them before signing, but unfortunately she didnt. We went into the store knowing nothing about their product and relied on the sales associate to give us all the information we needed to make the best decision. **I asked the associate multiple times if we could return for a full refund if we didnt like the bed and she enthusiastically replied each time that yes, we would receive a full refund no questions asked.** My wife didnt read the terms because she felt we had covered everything with the sales associate. This company has countless complaints on their ******** and other review pages from folks giving the exact same complaint that we are. Sleep number is aware of this issue and continues to refuse to do anything about it. In my opinion, its because they know they have an inferior product that theyre charging unfair prices for, which will result in high volumes of returns. And so to ensure they make a profit off each sale, they rely on shady business tactics and insulating themselves with terms, conditions, policies, etc. that will prevent customers from being able to fight back. As I mentioned before, they blocked me from commenting on their ******** for violating their policies - when all I did was reply back to folks who commented on my post sharing the same frustrations that I had. Someone needs to hold these people accountable. There are likely hundreds (maybe even thousands?) if customers have lost thousands of dollars to this companies shady business strategies.

  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 our customers complaint, Mr. *********** 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 do have to take some responsibility for reading what they agree to before signing a legal document.   The terms are sent home with the customer to read.  Mr. ****could have canceled the order before delivery to avoid keeping the base. A copy of the ****** and initialed Terms and Conditions are available upon request.
  
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:04/11/2023

  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.

  We ordered a bed frame and mattress on January 17, 2022 (please see attached receipt) with delivery date of March 4, 2022. My spouse and I have had nothing but problems and issues since receiving this bed and have had representatives from SleepNumber via phone and in our home no less than 6 times. We tried to request a refund within the first 60 days of receiving the bed because the bed is uncomfortable, does not adjust to the correct settings and certain settings like the zero snore setting does not stop my spouse from snoring. They also damaged our original footboard during the second install (which they did reimburse us only $200 for). When we first called asking to return the bed due to it being unsatisfactory the representative we spoke with told us that we were only able to return the mattress and not the frame. The frame is useless without the mattress and vice versa. They also encouraged us to continue using the bed to see if we would get better results. Again, about a month later we called again and stated that we were unhappy with our purchase and they stated that they would only refund us for the mattress. They frame itself was $2.400 and is useless without the corresponding mattress as there are magnets and technology throughout the bed as they are to work as a unit together. It is entrapment for the company to only allow return of the mattress and not the bed frame. If anything it makes more sense to not be able to return a mattress vs. a frame but we were told when we bought it that we had 60 days to return our item if we were not satisfied, Despite the 3 attempts that Sleep Number came out to our house to "fix" the adjustment settings and sleep number settings they have never worked accurately and consistently. This bed does NOT live up to all of the promises made and I am requesting a FULL REFUND on my purchase. In fact, I feel like I have worse ************** pain issues ever since sleeping on this bed. A company should stick by its guarantee.

  Business Response

  Date: 04/12/2023

  April 12, 2023
  
  Better Business Bureau of ********* & ************
  
  RE:****
  Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms.****.
  
  Ms.**** purchased her bed in January of 2022. We delivered the bed on 3/4/2022.
  
  According to our records, after the installation Ms. **** requested longer legs installed on 3/16/22 and headboard brackets which we provided and installed on 3/31/22.   In April of 2022 Ms. **** requested to return her mattress but kept the bed in exchange for a promo match on a headboard.   Order *********** was placed on 4/8/22 and cancelled after the furniture would not fit in the home.   We made no other service calls to the home and our records do not note any issues with comfort.
  
   There was also a damage claim that was settled per our records for $250.  ************ agreed to this settlement.
  
  There is no record of contact from Ms. **** between 7/15/22 and 4/11/23 when Ms. ****called for a copy of her receipt.
  
  Adjustable bases are not unique to our mattress and can be used with most mattresses sold on the market today We provide an alternative mattress attachment mechanism that will make using the adjustable base with other mattresses simple.  They are a final sale per our terms and conditions of sale and cannot be reused by us in any way.  Ms. **** is outside of her trail and is not eligible for a return of her mattress or base.
  
  Best regards,
  
  Executive Team Consultant 
  

  Customer Answer

  Date: 04/12/2023

   I am rejecting this response because:
  I have made numerous attempts with company for refund, obviously most have not been documented. I used the instant chat button on many occasions as well. The person on the chat lines say they are conducting test on bed while I wait. They state they check pressure, and air, among other things, deflate, and inflate, yet I am literally next to the bed, and complete silence, with no movement of air to mattress either. Complete scam. This product boast of 15 to 20 year warranty? False advertisement, Why would I choose to keep a heavy mechanical bed frame. ? I would like the company to make some effort. At the very least meet half way on refund.  This bed is the worst I have ever slept in...also if I and the company can reach a happy medium, I would like them to  come take this awful hunk of junk out of my home. 

   

   

  
  

  Business Response

  Date: 04/13/2023

  April 13, 2023
  
  Better Business Bureau of ********* & ************
  
  RE:****
  Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms.****
  
  Our position remains the same.
  
  All calls into and out of the customer service center are recorded for quality assurance.  There are no records of any contact.  We would be happy to assist with trouble shooting the issues and supporting any warranty issues with the bed. Please contact customer service for assistance.
  
  Ms. **** is outside of her trail and is not eligible for a return of her mattress or base.
  
  Best regards,
  Executive Team Consultant  

• Initial Complaint

  Date:04/11/2023

  Type:Order 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 mattress cover design has magnets slots to hold mattress in place. The fabric tears easily and needs to be reinforced. This is our 3rd time having this issue in not quite 5 years. I want replacements at no cost and a look at the flaw of this. The fabric is easily torn with tossing and turning on the bed.

  Business Response

  Date: 04/12/2023

  April 11, 2023
  
  Better Business Bureau of ********* & ************
  
  RE:****
  Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr.****.
  
  According to our records Mr. **** purchased his split king ******** in 2019.   Three warranty orders were made during that time for components of the air system and one order for a new cover for one side of the split king ******** in 2021.
  We replaced one of the two covers for Mr. ***** bed in May of 2021. 
  These orders were made during the time that his warranty was covering parts 100 percent.
  
  Mr.**** has a **** limited warranty, which is now covering costs at 68 percent.  We are happy to support the component parts of Mr. ***** ******** under the terms of the warranty.
  
  Best regards,
  Executive Team Consultant  

  Customer Answer

  Date: 04/12/2023

   I am rejecting this response because:
  The design of the cover is horrible.  The material of the cover is not as strong as the magnet to hold it, thus causing this to happen more times than a better design.  I would like new set of covers and instead of waiting and limiting a bad design to a step down warranty, how about a solution to this problem going forward.  I love my bed, but if we can't come to a solution to rectify this then I will never buy again and I have referred customers to you.  I hope you can rectify So as not to lose customer and possibly referrals. 
  
  

  Business Response

  Date: 04/13/2023

  April 13, 2023
  
  Better Business Bureau of ********* & ************
  
  RE:****
  Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr.****.
  
  We have reached out to Mr. **** and we have come to a mutually satisfactory agreement.
  
  Best regards,
  Executive Team Consultant 
  

• Initial Complaint

  Date:04/10/2023

  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.

  We purchased a sleep number bed from the store in *********... We paid roughly $8000 for this new bed.... They told us there was a 100 night return policy if we were unsatisfied with the bad... They did not inform us this does not include any of the peripheral such as the $3000 base or extras that we paid for with the bed. 1st night the bed caused neck and back pain moderate to mild... We tried every possible setting over the next 23 days culminating Last night April 8th 2023 I woke an extreme neck and back pain..... Went to urgent care I now have appointments to see chiropractor and have x-rays on Monday.... I called to have the bed returned explaining my injuries they said they would not return the bed mattress or mechanical base.... That I had to continue to sleep on it for at least another 10 days trying different settings which potentially could injure me further.... They would only escalate the return of the mattress after the 30 days and only if I continued to try sleeping on the bed.... Further injuring myself...

  Business Response

  Date: 04/11/2023

  April 11, 2023
  
  Better Business Bureau of ********* & ************
  
  RE:****
  Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr.****.
  
  Our sales professionals are trained to lead with transparency and ensure that all customers understand the contours of our return policy.  We stand by our policy as presented to the customer.   
  
  We ask the customer to give the bed a chance.  The first 30 nights allow the customer time to find their ********************** setting at home and get used to the new Sleep Number bed.  Pain is an indicator that either something is wrong or different.  Switching to a new mattress can certainly cause pain, either worsening the existing one or creating a new one.  It takes time to adjust to the bed.  Changes to the setting need to be done slowly over time.  Mr. **** did not make any calls to the *********************** for assistance with Comfort.  First contact after delivery was on 4/8/23.
  
  A return order has been made for the return of the mattress.   We sincerely apologize for Mr. ***** experience with *****************  We are scheduled to pick up of the mattress on April 22nd.  If that date does not work, it can be rescheduled.  His refund for the Mattress is ($3,933.69).
  
  
  The adjustable base is a final sale per the Terms and Conditions of Sale.  The base can be used with multiple mattresses on the market.  Mr. **** did sign the terms and conditions stating that he understood them at the point of sale.
  
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:04/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 21, 2022 I purchased a King size split I10 online through sleepnumber. We have had nothing but trouble with it from day 1. We have contacted them several times and each time they send out a service tech and then they order parts and then set up a date to come back out. Within a few minutes of the techs leaving each time the same issue starts again. We call back and they start the process of sending a tech back out and then ordering the same parts again only to have the same result. They refuse to replace the base and what they are doing is not fixing the problem. I owe $9,280.04 and have currently paid $965 and making monthly payments. We missed the 180 return policy due to thinking the tech "fixed" it. They don't return the base so you are then stuck with a near $5,000 useless base. The warranty is up 1 year from purchase date and we are just going in circles doing the same exact thing and the problem never getting solved.

  Business Response

  Date: 04/07/2023

  
  April 7, 2023
  
  Better Business Bureau of ********* & ************
  
  RE:****
  Case #  19906711
  
  Dear Better Business Bureau:
  
  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 are working towards a mutually satisfactory solution.  We sincerely apologize for the customer experience and are using his feedback for coaching opportunities. 
  
  Best regards,
  Executive Team Consultant 

• Initial Complaint

  Date:04/06/2023

  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 the sleep number bed after a week after receiving the bed I've started having problems. I've called them and they sent out technicians to try to fix the bed within a 3 months time. I only had this bed for 5 months.That I had this bad they had been out to. My house 9 to 10 times. And still couldn't fix the bed I told them that I didn't want that bed anymore. Can they come pick it up? They told me They had to talk to the supervisor and they will call me back. I waited one whole month no call so I called them and asked them to come Get this bed. She gave me a supervisor and the supervisor told me they will Come and get the bed and refund me all my mommy. They came and got the bed but they did not refund me all my money. They said it was because of delivery charges. I asked her why do I have to pay delivery charges? It was not my fault that the bed they gave me did not work. She told me there was nothing that She can do about it It was in my contract I told her. The contract did not say that I was buying a broken bed I need my money back is there any way you can help me?

  Business Response

  Date: 04/07/2023

  April 7, 2023
  
  Better Business Bureau of ********* & ************
  
  RE:****
  Case # ********
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms.****.
  
  We sincerely apologize for the inconvenience and frustration.  We are using Ms. ***** feed back for coaching.  
  
  Ms.**** has been refunded the home delivery pick up fee for her return. 
  
  Best regards,
  Executive Team Consultant 
  

• Initial Complaint

  Date:04/03/2023

  Type:Order 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 this bed brand new in September of 2018. It is supposed to have a 15 year warranty. It is now April of 2023 and the pump necessary for my glorified air mattress has stopped working entirely. I called customer service who said they could send a refurbished pump next day mail. Then they proceeded to explain that i had to pay nearly $200 for the replacement of a pump that should have lasted 15 years that went out less than 5 years into ownership. It's absolutely ridiculous.

  Business Response

  Date: 04/04/2023

  April 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, ****.
  
  Our customer has **** limited warranty.   A copy of the 115-year Limited Warranty was provided upon delivery in the owner manual. The warranty does provide 100 % coverage for the first year of ownership for parts and service. After the first year there is a shared cost for replacement parts and any tech related service fees would be the customers responsibility.
  
  We reached out by email to resolve this issue.
  
  Best regards,
  Executive Team Consultant 

• Initial Complaint

  Date:03/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  in November, 2022, I went into a store to question why my bed was losing air. He gave me a plug to see if it lost air with the plug in. It did not, so I was told that I needed a new pump. **************** looked up my information to find out the model of bed that I had purchased and ordered a refurbished pump. They would not order the pump for me without collecting full price for the pump. I paid them $362.33 on November 17,2022. Today, March 30, 2023 I received a pump, It is NOT the correct pump! My bed has 4 tubes to the pump and the one that they sent has 2. After waiting for over 4 months and Sleep Number using my money for 4 months, I not only want my money back, but I want it back with interest!! When I tried calling the customer service ******************, you either wait forever or they tell you to go online to their 24 hour customer service. What a lie! There is NO customer service. This ******************** rating needs to be reviewed and downgraded immediately! Word of mouth is very powerful and you can be sure that I not only will never buy another sleep number bed, but I would never encourage anyone else to purchase one, simply because of the horrible customer service and the lies, fraudulent use of customers money & lack of knowledge of they product. If I cannot receive the correct pump within two weeks, I want a full refund!

  Business Response

  Date: 03/31/2023

  March,31 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.**** did not receive the wrong pump.  She needs permanent closing caps for the two extra portals on her air ********.   They have been ordered and will ship NDA.  She can expect them by mid next week. 
  
  Ms.**** did not pay full price for her replacement warranty pump she paid the prorated cost per the terms of her 2/20 limited warranty.  The warranty covered 22% of the cost of the pump.
  Due to global supply chain issues during the pandemic, they were experiencing back orders on necessary parts. We shipped the part as soon as it was available to us.
  
  We sincerely apologize for Ms. **** experience and will be using it for coaching opportunities. 
  
  Best regards,
  Executive Team Consultant