Business Profile

Bed Sales

Sleep Number Corporation

Headquarters

Complaints

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

Customer Complaints Summary

1,114 total complaints in the last 3 years.
328 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:03/27/2023
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.
Salesperson lied and said there would be zero motion transfer if we bought this bed. based upon that lie we purchased the bed. after we brought it home that was not the case. the salesperson knew very well that there was still motion transfer but only to make a sale of the bed he told us that lie.
Business Response
Date: 03/28/2023
March 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.****.

Ms.**** has set a return for her bed. We sincerely apologize for the inconvenience,an adjustment to Ms. ***** account has been processed.

Best regards,
Executive Team Consultant
Customer Answer
Date: 03/31/2023
I am rejecting this response because:

Can you please ask sleep number to confirm the amount that they are refunding?

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.**** has been contacted with the amounts by email.

Best regards,
Executive Team Consultant
Initial Complaint
Date:03/27/2023
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.
Order #: 95006788097/$5,622.32 - 05/05/2019 We bought our bed in May 2019 and had issues from the start. First the left side of the bed needed new chamber, now the right side needs it. From prior complaints here, I see that Sleep Number does not care if something was faulty from the beginning. They use the pro-rated warranty as an excuse for poor design and/or workmanship. Doing us a huge favor by discounting the service call and parts. Meanwhile, the salespeople in the store don't tell you about the pro-rated part, they just tout an "industry best 15 year warranty." I feel like I'm being scammed into constantly fixing what was a lemon in the first place. Not even four years and both sides of the bed broke down. But they know you have no choice now but to keep fixing it because you paid so much for it in the first place. At this point, it's throwing good money after bad. And the sheet sets are even more of a scam. Over $300 for the split king set and you can't just replace one item, you have to get a whole new set. If I'd known the headaches with this bed, I never would have bought it.
Business Response
Date: 03/28/2023
March 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.****.

Ms.**** has an appointment to have the chamber we sent her last month installed at no charge, scheduled for 3/29/23. According to our records Ms. **** has not paid for any warranty parts in the past. We do need to send both ******** out, however Ms. **** was only required to pay half of the prorated cost for the chamber set and she was given a discounted cost for labor. (Labor is not included in warranty). We sincerely apologize for the inconvenience and frustration, however we have more than upheld the terms of the warranty for the customer.

A copy of her **** year Limited ******** was provided to her in the owners manual upon delivery. The warranty is also available anytime on our website.

We do not sell individual component of our bedding items. ******** Ms. **** did not pay to have her bedding item replaced under the warranty for the product.

Best regards,
Executive Team Consultant
Customer Answer
Date: 03/28/2023
I am rejecting this response because:

No parts were sent to me prior to the appointment tomorrow. I got an email today that said replacement air ******** were being shipped for delivery by April 7, even though my appointment for repair is tomorrow, March 29th. I do not believe I should pay at all for this repair as it comes less than a year after the other chamber was replaced, as they should have replaced it while they were here last time. I even asked the technicians to do it, but they felt it was unnecessary without even checking the 2nd chamber. Also, I did not even get new parts, they were refurbished, which I was not warned of ahead of time. And, the business misses the point entirely of my frustration with the company - that I should not have to pay at all for repair of two poorly made air ********. And yes, I did get the bedding replaced at no charge but that doesn't change the fact when it needs to be replaced again (because it is quite frankly of poor material), I will be out another $350. This company seems to sell you products that you will constantly need support for. I am afraid to think of the next time there is a problem and how much more money I will be out. For over $5,500 for a bed, this is unacceptable.
Business Response
Date: 03/29/2023
March 29, 2023

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

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

Dear Better Business Bureau:

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

Our position remains the same. Yes, Ms. ****has a long history of issues with the air system. She did call in for assistance shortly after receiving the bed, but then did not call back for over two years.
I set up an order on 3/28/23 to send replacement ******** and install to Ms. **** yesterday. Ms. ****cancelled the order before I could make contact and get her approval. Ms. ****state to the person who cancelled the order that she would use the chamber she kept stored in a cool dry place. To date, Ms. **** has not paid for any parts since purchasing her mattress.

We sincerely apologize for all the frustration this issue has caused. The issue should have been resolved again today,unfortunately, the service to install the chamber went badly. We are returning tomorrow to fix the issues caused by our technicians. The cost of the service has been refunded.

The bedding items have a one-year warranty from their manufacturer. I have refunded the cost of the bedding for Ms. *****

We have provided service above the level of her warranty to date. Going forward parts and labor will be subject to the terms of her 2/25 Limited Warranty.

Best regards,
Executive Team Consultant
Initial Complaint
Date:03/27/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Sleep Number bed, and while doing so was presented with notion that there was a 100-day risk free trial period. I was informed there would be a $250 delivery fee. I also was given the option to use the company's 0% interest payment plan, which I agreed to do. Weeks after completing the purchase, I received a credit card in the mail with a credit line for $6000, twice the amount that I purchased the bed for. It was never stated that when I used the payment plan that I would actually be getting a credit card or be receiving a credit line of more than the price of the bed. Then a while after the bed was delivered (which took about 10 minutes - hard to justify $250 for that) I decided to return it, expecting I would not get the $250 delivery fee returned, but unsure since it was supposed to be "risk-free". Later the price of the bed was removed from my credit card, but the balance was still much more than I expected (I had not used the card for any other purchases). I called the company and was informed that I was charged an additional fee for pickup, of $270, and that my delivery fee had also been $270, not $250, which I had been told. It was never stated that should I choose to return the bed that I would be charged a pickup fee.
Business Response
Date: 03/27/2023
March 27, 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. *************** 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 his understanding, and decided to make his purchase.? We stand by our policy as presented to the customer. The first paragraph of the Terms and Conditions clearly states that the customer is responsible for the shipping and return fees. The customer agreed to these terms and conditions and signed, saying he understood that we would charge a return fee.

Best regards,

Executive Team Consultant
Initial Complaint
Date:03/27/2023
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 sleep number bed on feb.19 2023 and used it for about two weeks and it was the worst experience we have ever had. The bed deflated every night and constantly had a trench effect in the middle. After we tried several times to have it returned with their money back guarantee with no luck we finally got ahold of someone who was willing to take it back. The man told us he could have it picked up in a couple weeks for a full refund minus the initial delivery fee which was ok. Once all was said and done we now had to buy a bed elsewhere(since they took the old one) and we were left waiting for a refund. Fast forward to today 3/24 and we have got a refund minus the delivery fee and now there is. A pick up fee that was not disclosed amounting in over $500 combined. The company did not disclose this info and will not work with us since we have returned the product. This is terrible customer service and they will lie/not disclose this information. Its is ridiculous that we have to pay to have a faulty product picked up from the manufacturer and seems like a scam to us. They are guaranteed profit from a faulty product no matter what.
Business Response
Date: 03/27/2023
March 27, 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.****.

An adjustment has been made to Ms. **** refund total. We sincerely apologize for the inconvenience and frustration.

Best regards,
Executive Team Consultant
Customer Answer
Date: 03/28/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Initial Complaint
Date:03/22/2023
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 2/19/23, I purchased a queen *********************** It was delivered on 3/11/23. There is a remote that was suppose to come with the bed but it was not delivered with the bed. I was told that it was on back order by the delivery person which I was not informed of when I purchased the bed and frame which might have made me change my mind about the bed purchase at that time. I called the customer service rep and was told it was on back order til April or May and that the bed could be controlled with a app on my phone which I would have to install. I am 82 years old. I don't use my phone for anything but calls. I was also told that I will be charged $50 for the remote when it is shipped. I also noticed on my receipt which I did not notice before is that I was charged $49 for removal of old bed which I did not have a bed to remove. As much as I paid for the bed which was over $5000, the remote should be included especially given the inconvenience of not being told I would have to wait 2 months for it to be delivered. Also, I should not have been charged the $49 for the removal. **************** should be a priority considering the price point of the sleep number beds. I feel as though information was left out to make the sale.
Business Response
Date: 03/22/2023
March 22, 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 have processed a refund for the unused disposal service. The refund will go back to her **** Card in their normal lead time. A remote will be sent when they become available.
We sincerely apologize for the experience.

Best regards,
Executive Team Consultant
Initial Complaint
Date:03/21/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Always had issues with the bed not moving and giving error codes **** and ****. Every time I call I get put on hold for hours. The bed is faulty, they replaced the air ladders but didn't fix the movement issues when here. For $8000 we should have a bed that works
Business Response
Date: 03/21/2023

March 21, 2023

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

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

Dear Better Business Bureau:

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

****************** is in the prorated portion of her 15 ************ Warranty, and as such there will be a cost for any services for the product. Sleep Number handles any issues with the mattress and ******* and ***** the manufacturer and warranty holder of the base handles issues with the adjustable base.   I have sent a message to the manufacturer and asked them to reach out to Ms. **** for resolution.

Best regards,

Executive Team Consultant
Customer Answer
Date: 06/05/2023
My husband and I purchased a king 360 dual split Oct 2021. We were using the app on our phones to control the bed. We had numerous issues and called the service number and had them reset the bed. We continued having issues and was told we needed remotes to troubleshoot the bed correctly. We received the remotes and still had issues. We contacted L and P about the issue about not being able to operate the adjustable frame and was told to call back their number. We also had sleep number replace a leaking mattress side under warranty. Sleep number told ** to have the people look at the bed while they were here. The guy jiggled wires and said it was fine. The same night the bed frame was inoperable. We've unplugged the bed numerous times to reset it and it always stop working. It gives error codes **** and ****. All we want is a bed that works since we are paying $8000 for it. I want a direct email address and phone number. I have called numerous times and been on hold for hours. We filed a claim before and the person who responded said he was going to have L and P contact us and nothing has happened.
Business Response
Date: 06/05/2023
June 5, 2023

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

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

Dear Better Business Bureau:

Thank you for the opportunity to respond regarding the complaint of our customer, Ms. *************** sincerely apologize for the delay. An email was sent to the Manufacturer,and we did receive a response.   I have sent it over again to Sr *********************** The remotes we sent are to help the manufacturer diagnose the issue with the base.The warranty on the base is held by the manufacturer. Sleep Number will handle any issues with the mattress and ******* and ***** will handle issues with the adjustable base.

Best regards,

Executive Team Consultant
Initial Complaint
Date:03/17/2023
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.
Hello,I have just spoken to a representative from Sleep Number Bed. I have been charged twice for my order and only have one order number, #***********. My bank has confirmed that I was changed 2 times but your representative says I was only charged once.I have filed a report with Barclays *********** Services to refund my account for one of the transactions. This can take up to 2 months. In the mean time, I am obligated to pay my credit card the $3,489.09 twice.This is very upsetting, I already own 3 Sleep Number Beds that I bought in a store and there was never a problem. On 3/12/23 I bought this bed online. Barclays *********** Services contacted me to confirm the purchase. I called the day after (3/13/23) I made the order because I never was sent a confirmation number. At that time it became very confusing and I was told I would need to reorder, which I did with the representative on the phone. I told her the bed I already bought was still pending in my Barclays account and she said no it will drop off. I proceeded with the order because this is for my sons new apartment and he needs the bed as soon as possible.I would like for someone to take care of this ASAP. I am unable to reach anyone on the phone with any authority to do so.I do not feel I should pay for 2 beds.Thank you,***************************
Business Response
Date: 03/17/2023
March 15, 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.****. ********* investigated this complaint and found that we have two accounts that have the same phone number and address, but different name associated with them. Order *********** is on account ****,associated to Mr. *********** This order is scheduled for delivery to Ms. ***** address on 3/25/2023.

Order *********** was on account **** with Ms. ******* name and the same address and phone number as Mr. ***** account. This order was not scheduled and has been cancelled and refunded to Master Card ending 9240. The same card used on order ***********.

We sincerely apologize for any mistake that was made at the point of sale.

Best regards,
Executive Team Consultant
Initial Complaint
Date:03/17/2023
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 10/3/2022 I ordered a Full CSE 360 Smart Bed over the phone through the local Sleep Number store. My order # was: ***********. I paid $2,022.19. It was delivered 11/2/2022. I tried it until day 87, then 3 separate diagnoses netted 3 separate fixes. Long story short - none improved the problem. The in-home trial period was extended each time. Today we phoned to say I was ready to have it picked up & my credit card account credited for the above referenced amount. I was shocked to learn there would be a pick up fee of $249.00 plus tax. I offered to return it as ******** is only about 45 miles from here, and was informed that was not an option. I said we were not told of any such fee, and I could not find any reference to it in the paperwork. I then spoke with a supervisor who said they could not/would not waive this fee. The return was set up for a lessor amount due to the $268.92 pick up fee being subtracted. This seemed so very wrong on multiple levels.I phoned the salesperson with whom we placed the order with & found he was now working at another store. The lady I spoke to kept saying it was in the ****************** section. I could not see this in the paperwork I had. We then determined that was because I did not have said paperwork-this being a phone sale. We were not informed of this pick up fee at any time during the sales process. The Sleep Number User Guide made it sound so easy to arrange for the return of the bed, again no reference to a hefty pick up fee.With this new information I once again called & requested to speak with a supervisor. ******* informed me that that section didnt require initials (?) I again said this fee was never mentioned to us. She checked with her team & came back in jig time with another NO. Seems so very disingenuous to hit a customer with the fee they were never informed of. I would like this sneaky pick up fee to be waived.
Business Response
Date: 03/17/2023
March 17, 2023

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

RE:****
Case # 19612018

Dear Better Business Bureau:

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 with any questions or concerns.

Best regards,
Executive Team Consultant
Initial Complaint
Date:03/16/2023
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.
After over 10 hours on the phone (mostly on hold) and numerous emails/texts, this is my last ditch effort to try to get somewhere with Sleep Number before taking further action:Delivery and installation has been a terrible experience. First I received a call the day of delivery (2/11/23) saying that my bed would no longer be delivered. I was told the next earliest date would be Monday (2/20/23), which I explained would be too late. I was told that the caller had no control, but would have a manager call me to help sort out how we could get the bed delivered soon. I never heard from anyone and was then informed via email that the bed was coming on Monday. At this point the painters had finished painting our home (which is the whole reason I wanted the bed delivered earlier so they wouldnt damage my brand new walls). The delivery team showed up Monday, were rude and reeked of cigarettes. They complained the entire time about having to deliver the bed. When nicely asked to be careful of the walls that had just been finished, they responded with its wrapped in plastic, they wont get damaged and then proceeded to scrape the bed and their jackets against the walls and floors leaving multiple areas of damage. From there they made a half ditch effort to assemble the new bed in the king size bed frame we have (which per your delivery instructions I verified the size of). After a couple minutes they said this wont work and they left. It took me about 5 minutes by myself to set the bed in the frame after they left the house. Extremely rude, damage to the house, and we dont have a functional bed.I was also told it would be an additional three weeks (a full month from my original delivery date) before they could get someone here on a weekend to assemble the bed they left behind.Bed has now been assembled but no one will help at all with all of the damage caused to my walls and floors.Please sleep number, help me get this all resolved!!!!
Business Response
Date: 03/17/2023
March 17, 2023

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

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

Dear Better Business Bureau:

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

Damage claims are handled by the claims department or our Insurance provider. I have reached out to them for further information and a status. According to our records Mr. **** was contacted by a claims representative on 2/22/23 and they spoke for 11 minutes and 28 seconds.
We will reach out with further information as soon as possible.

Best regards,
Executive Team Consultant
Customer Answer
Date: 03/17/2023
I am rejecting this response because:
This is not a true or relevant statement that they have provided. They have given me no direction on how to process a claim nor made any effort to help get this resolved. They were very quick to take over $10,000 from me, but then are hiding behind their corporate shield when it comes to fixing their mistakes.

Have someone from sleep number call me or email me and get these damages processed immediately.

Business Response
Date: 03/17/2023
March 17, 2023

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

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

Dear Better Business Bureau:

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

We sincerely apologize for frustration. Our position remains the same.The damage department needs to get back to us. I have email Mr. ***************** regards,
Executive Team Consultant
Initial Complaint
Date:03/15/2023
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.
My wife and I ordered a twin Size Sleep number bed for my elderly ************ because she is having to be placed in a nursing home due to her failing health. We bought a top of the line mattress and adjustable base. We paid over $3000 and added extra charges to have it delivered and set up. The product was delivered yesterday and they refused to set it up saying that they did not have time. They state that her nursing home bed was not moved out of the way, however this bed is on wheels and we were never told it needed to be moved or we would have moved it as it is very light and on wheels. The mattress appears to be cut, we have reached out to the delivery driver, his supervisor and customer service and they are saying it will be March 31st before they can come out and look. That is over 2 weeks and she needs her bed.
Business Response
Date: 03/15/2023
March 15, 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 sincerely apologize for the inconvenience and frustration. We were able to get service scheduled for 3/16/23. We reached out and spoke with Ms. *****

Best regards,
Executive Team Consultant

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