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

  7728 Mentor Avenue Mentor, OH 44060

• 

  Sleep Number

  17818 Royalton Road Strongsville, OH 44136

• 

  Sleep Number

  275 Crocker Park Boulevard Westlake, OH 44145

• 

  Sleep Number

  27879 Chagrin Blvd Woodmere, OH 44122

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:03/15/2023

  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.

  We had an issue with our sleep number bed where one side was not functioning properly. Called the company and it took awhile but they sent two men in a enormous truck to see about it. It was obvious from what I told them it was most likely a leak in the air lines. They determined it was that but had not brought any lines to fix it. This was in July of last year. They said they would order it and fix it when it came in. As they were leaving they were trying to navigate their truck out of my driveway. The rider on the passenger side was busy looking at his phone after I told them to be careful and not hit my well pump and pump house. They hot the pump house and the pump spraying water everywhere. Then the driver gets out and supposedly calls the company. He said they would tend to fixing this. Since then I have emailed and called multiple times and I get NOTHING back. No response. I had to call people out to replace the well pump as we could not wait to get water for us and the pasture animals we had. Was trying to get the pump house replaced and could not get the company to do anything. Winter came and our pump froze up cutting off our water again. Had to go through a lot to fix that. Nothing from the company even after contacting the headquarters and the bed is also still not fixed after all this time. We demand accountability or will seek litigation ourselves.

  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 delay. We have record of the claim.  Damage claims are handled by the claims department or our Insurance provider.   I have reached out to them for further information and a status.  We will reach out to Mr. **** with more information by email as quickly as possible.
  
  Best regards,
  Executive Team Consultant 

  Customer Answer

  Date: 03/15/2023

   I am rejecting this response because: This was the response I received before over the phone. Going on a year is not just a delay now is it.
  
  
  

  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.****.
  
  Our position remains the same.  ********************* has reached out to Mr. **** by phone and left a voice message asking for more information on 3/16/23.   We encourage him to respond to the message.   We have also reached out to Mr. **** by email to help coordinate the process.
  
  Best regards,
  Executive Team Consultant 

• Initial Complaint

  Date:03/14/2023

  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.

  I purchased a mattress in early February 2023. The company has missed THREE scheduled deliveries (over THREE weeks) and they have missed ALL delivery attempts!!! I have taken time off work each time and waited hours and hours. I have also talked to so many case managers and their managers. I've filed complaints to no avail. I've been transferred, hung up on, and kept on hold for hours. Today (03-13-2023) is the THIRD attempt with no answers. The end of the day is quickly approaching, and yet again, I am still on hold for the FOURTH time today. The delivery window was 10:30 AM - 1:30 AM EST. It is now 5:13 PM and no one has bothered to call me. I've had to call them for answers. No one can reach the drivers or schedulers. I am beyond frustrated!!! This is the worst company! They will likely tell me when I'm taken off hold that I will need to take off a 4th day of work to wait for no one to show up AGAIN. DO NOT BUY FROM THIS COMPANY! I haven't even gotten a mattress to like or complain about.

  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, Ms.****.
  
  We sincerely apologize for the inconvenience and frustration this issue has caused. We will use this as a coaching opportunity to improve the customer experience.   We are doing everything we can to ensure the delivery will be successful.
  
  
  Best regards,
  
  Executive Team Consultant 

• Initial Complaint

  Date:03/13/2023

  Type:Billing 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 Tuesday march 7, 2023. We went to the store location in *************************. My father was looking for a new mattress. He went in there and the store associate ******. Told my father he can do a pre-approval. My father was very clear and asked the question will this hurt my credit. The associate responded back with no, there will be no impact on a credit score. She stated this was not an actual credit card application. So my father gave his name and some little information. He did NOT make a purchase. However after 3 days he noticed on his credit report that in fact an account was opened. The application was submitted with out his knowledge and now has an account. We called the store spoke with the manager *********************** he said there is nothing they can do and that we need to call customer service. The manager had a horrendous attitude and tried to flaunt his position as store manager. We spoke with them and they also said nothing can be done. That we have to call credit company ourselves. To any individual deciding whether to go there. I advise you NOT to do so. This company tries to take advantage of customers who are not knowledgeable. Will open accounts without permission which is FRAUD.

  Business Response

  Date: 03/14/2023

  March 15, 2023
  
  Better Business Bureau of ********* & ************
  
  RE:****
  Case # ********
  Sleep Number customer #  none
  
  Dear **********************:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms.****.
  
  We are not able to locate her father account with the information provided.   However,I did reach out to the store and spoke with the Manager.  We sincerely apologize that the Sales representative made a mistake and provided the wrong form on the ipad to Ms. ***** father.   This was not an intentional act.  The associate has been coached regarding the error.
  
  An email has been sent to Ms. **** for further information.
  
  Best regards,
  
  Executive Team Consultant 

• Initial Complaint

  Date:03/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a mattress and base from them. We cancelled in writing on the third day in accordance with *********** Law. Nobody we talked to on the phone today was able to retrieve my letter and they only returned our mattress. We need a return of the base done as well in accordance with ***** 3 day return policy. Thank you.

  Business Response

  Date: 03/17/2023

  March 17, 2023
  
  Better Business Bureau of ********* & ************
  
  RE: Mr.****
  RE: Case # ********
  Sleep Number Customer # ****
  
  Dear **********************:
  
  Thank you for the opportunity to respond regarding our customers complaint, Mr.****.
  Our legal team has reviewed the complaint and they do not find that the complaint is consistent with ***** law as we understand it. If you have a specific law you are referring to we would be happy to review this further. The terms and conditions are signed by the customer acknowledging that he understood the terms at the point of sale. When the terms are questioned, we rely on the training and integrity of our sales team and the signature of the customer.  
  
  Best regards,
  Executive Team Consultant  

• Initial Complaint

  Date:03/07/2023

  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.

  Me and my husband purchased this bed early 2021. We were told we had a 15 year 100 percent coverage warranty. That was the first lie. We waited months for our bed to be delivered, our delivery was cancelled and rescheduled multiple times so we finally received the bed at the end of 2021 around November/December. The sleep is terrible, I've never slept worse in my life or had this much back pain. My husband is sleeping on the frame every night and now we are being told it will cost over 200 to fix this problem because we didn't know that after 1 year our warranty goes from 100 percent covered to only ******************************************************** that info when I inquired this is a problem we will have to fix ever 1-2 years! What?!!! Y'all are selling these beds and ripping people off knowing that this is a major problem! ***** for a bed that is awful. What a horrible company to do this people.

  Business Response

  Date: 03/08/2023

  March 8, 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. ************** copy of his ******** Limited ******** was provided to him in the owners manual upon delivery. 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 do test our beds against manufacture defects, certain factors such as individual sleeping patterns and or body composition may cause issues with the mattress performance. Thats why we offer the 15-year limited warranty to assist with the cost of replacement parts after the first year of ownership.
  
  We have reached out to Ms. **** by email, we encourage her to respond to the email with any questions or concerns.
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:03/06/2023

  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 12/16/22 I ordered a mattress from sleep number. After it was delivered we tried the mattress out and it was very uncomfortable. So we called the company and requested a return and refund. They set up a time to pick up the mattress. The delivery and return of the mattress cost us $500 in fees. We were supposed to receive a refund within three weeks, but its been over three weeks and i still havent heard a word from the company regarding my refund. Meanwhile i just had to pay the second payment on the mattress in order to protect my credit. I regret doing business with them and want my refund, as stated in their return policy.

  Business Response

  Date: 03/06/2023

  
  March 6, 2023
  
  Better Business Bureau of ********* & ************
  
  RE: Mr.*****
  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. The customer also did a return on bedding items also, and *** return labels were sent to the customer to send the bedding items back. Checking the tracking it doesnt look like the customer has sent the bedding items back yet, without those items the full refund will not be issued into all items are returned,which was told to the customer at the time of the return.
  
  
  Best regards,
  
  
  Executive Team Consultant 
  

• Initial Complaint

  Date:03/03/2023

  Type:Billing 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 December 31, 2022 my husband, ****, and I went into the Sleep number business in ******, **. ****** was our salesman and I told him we were looking for a mattress that would not make me roll into the middle of the mattress. ****** assured us that the mattress we picked out would not do that. Upon doing the financing paperwork ****** continued to talk to **** and I about everything almost like he was trying to distract us from paying attention to the financing paperwork I was signing. I had to interrupt ****** at one point, and ask him if there were any "restocking fee's"? ****** said "nope, if for whatever reason you don't like the bed you have 190 days to return it". I signed what ****** said is the same old agreement and **** and I left. ****** then called me on Feb. 3rd to ask me if I was enjoying the bed (we received the mattress on Jan. 30th) and I told him no and that I was going to call him that same day to ask him why the mattress is causing me to roll into the middle of the bed? He said "oh, yeah, well we sell a part to stop that from happening, here's the 800 number, call them". I did call and I was told a part would arrive at my home in 3 to 5 business days (I was upset that this mattress was doing what ****** lied and told us it would not do but decided to try the part out). The part never arrived, and installation was out a month. At that point I said I wanted to return the bed (I started sleeping on the couch at this point) and Sleep Number told me I was going to be charged a $249.00 return fee! I tried to talk to managers and supervisors telling them I was told I wouldn't have a fee but because I signed their agreement and didn't use the correct "terminology" when asking if there was a fee, I would be charged. ****** fraudulently sold us a bed knowing it would give us problems and lied to us to make a sale!

  Business Response

  Date: 03/03/2023

  March 3, 2023
  
  Better Business Bureau of ********* & ************
  
  
  RE: ****
  RE: Case # ********
  Sleep Number Customer # **********
  
  Dear **********************:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. *************** sincerely apologize that the part was not received in time for the installation date.  *** tracking show to different delivery dates. One on the 2/20/23 and one on the 2/27/23.    
  
  1ZE86W800193962140
  1Z99V66F0301088122
  
  Sleep Number beds are designed to cradled in the bed, wrapped in a supporting firmness, not laying on top a flat mattress. Often times, a new customer calling in about an uneven surface may just not be used to the idea of having a purposeful valley in their bed.
  Adding a chamber lift can help make the bed feel firmer and alleviate the feeling or rolling to the middle.  Only one attempt was made to have this part installed before Ms. **** returned the mattress.
  
  A return fee is not the same as a restock fee.  Shipping is the responsibility of the customer. This policy is made clear in the Terms and Conditions of Sale signed by the customer.  We sincerely apologize for the misunderstanding and Ms. ***** account has been adjusted accordingly.
  
  
  Best regards,
  Executive Team Consultant  
  

  Customer Answer

  Date: 03/05/2023

   I am rejecting this response because:
  
  Yes, only one attempt was made before returning the mattress because I've had to wait almost TWO months to have the part installed; installed on a mattress that was fraudulently sold to me in the first place.

  And just because I didn't use the terminology of your "return fee" doesn't mean that salesman, ******, didn't know what I was talking about, because he did. I gave an example of what I meant when I used my term of "restocking fee". You are 'splitting hairs' and that is not good business educate.

  Business Response

  Date: 03/06/2023

  March 6, 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. **************** position remains the same. 
  We sincerely apologize for the misunderstanding and Ms.****s account has been adjusted accordingly.
  
  
  Best regards,
  Executive Team Consultant  
  
  

• Initial Complaint

  Date:03/03/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Sleep Number bed and adjustable base right after Thanksgiving 2022. It was delivered Dec. 14. We noticed the very first day that an electrical button on the side did not work. We called about it and someone looked it over and said there was corrosion and it needed replaced. There was no follow-up after that . We were not happy with the bed within a couple weeks of receiving it and called to make a return. Sleep Number came out at the end of January to pick up the bed but wouldn't take back the base. We were told the base couldn't be returned because you can use it with any mattress, which is untrue. There are several features that are not compatible with other mattresses, which makes the price of $4500 outrageous. We paid for the extra features and cannot use them. It also was delivered defective and took several phone calls to get someone to finally come out and fix the button. We feel like we were mislead about the base and want to return it.

  Business Response

  Date: 03/03/2023

  March 3, 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. **************** our Terms and Conditions of Sale, bases are a final sale. Mr. **** specifically initialed next to the bold print in the Terms and Conditions of Sale that states the base is a final sale and at the bottom of the contract agreeing that he had read and understood the terms. The terms are sent home with the customer to review.
  
  The base can be used with multiple adjustable mattress on the market.   Ms. **** has been refunded on order *********** ($1070.00), for the features that do not work without the mattress. The refund will go back to Ms. ***** financing.  We sincerely apologize this was not taken care of when the return order was entered.  We also apologize the favorite button was not in working order at the time of deliver, however, the button has been repaired.
  
  Best regards,
  
  Executive Team Consultant  
  
  

  Customer Answer

  Date: 03/08/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a sleep number bed on 1/28 in anticipation of my husband's back surgery. I called 4 times including speaking to supervisor to request afternoon delivery. Although reassured, on day of delivery notice was ****. It was delivered installed 2/18 but on 2/25 was no longer adjustable. Technician stated there was an issue with the motor mechanism and needed to be replaced. I have spent past 4 days and innumerable phone calls to both sleep number and *******/***** to arrange for replacement. Wait time for each call one hour. They advertise satisfaction but would NEVER recommend the company when they don't stand behind their product. Since the bed is now not adjustable, it has caused my husband to have more discomfort than anticipated. I want and expect not only apology but compensation for the pain and suffering.

  Business Response

  Date: 03/01/2023

  RE: ****

  Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. *********** We are happy to support Mr. ***** bed under the terms of her warranty. Since it is the first year of ownership, repairs will be fully covered by Sleep Number. We aim to contact Ms. **** and get this resolved in a timely manner / ASAP. Well need to replace and install the proper part(s) for Ms. ***** which I will facilitate.
  
  
  Best regards,
  Executive Team Consultant  
  
  

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a bed from them sept of 21. Its been less the. A year and a half and bed chamber does not hold air on one side. They want me to pay for replacement. After spending thousands on the bed less then year and a half ago.

  Business Response

  Date: 03/02/2023

  March 2, 2023
  
  Better Business Bureau of ********* & ************
  
  RE: Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. *****  As a one-time courtesy, we are replacing and installing the appropriate replacement parts at no cost to our customer.
  
  Best regards,
  Executive Team Consultant