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.

close

Find a Location

Sleep Number Corporation has 20 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Sleep Number Corporation

  1001 3rd Ave S Minneapolis, MN 55404-1096

  
• 

  Sleep number

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

• 

  Sleep Number Corporation

  4840 McKnight Road Suite A Pittsburgh, PA 15237

• 

  Sleep Number

  7728 Mentor Avenue Mentor, OH 44060

• 

  Sleep Number

  17818 Royalton Road Strongsville, OH 44136

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:02/24/2023

  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 bought a sleep number bed. They didn't tell us that it doesn't come with remotes. I got 2 sent to me and got charged. We went to the store they gave us 2 remotes no charge. I took back 2 remotes. They took $110.42 off the bill next month it was back on the bill. I called again and the remotes wasn't returned. I called the store they forgot to send them back. Plus they didn't tell us that we were going to be charged for shipping. I finally got credit of $99.09 still waiting for the rest of the credit. Our normal bill is $136.00 a month there changing us $146.00. I paid $136.00 last month and got charged a late fee. This has been going on since Nov. Still not satisfied. When I called the store the rep was getting nasty with my husband I wasn't very happy. That's no way for an employee act towards a customer. We went to the ********************** several times and got no help. I've called sleep number customer service and they tell me everything is through synchrony bank no help from them either. I've called synchrony several times also spoke with the manager and she going by what sleep number gave them and it's not right.

  Business Response

  Date: 02/28/2023

  February 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.****.
  
  Since filing this complaint, a member of our **************** team has reached out by email to work on a resolution.  We encourage Ms.****. to respond to the email.
  
  Best regards,
  
  Executive Team Consultant 

• Initial Complaint

  Date:02/23/2023

  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 5 year's ago, it has a ten year warranty. 2 years ago we started complaining about the foam in pillow top disappearing. The bed comes in parts. We have asked for replacement part. Seems it was a bad design and they won't or can not repair. We just get a run around from thier company.

  Business Response

  Date: 02/28/2023

  February 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.****.
  
  We sincerely apologize for Ms. **** s experience.  Since filing this complaint, a member of the Executive team has reached out and offered resolution.
  
  
  Best regards,
  Executive Team Consultant 

• Initial Complaint

  Date:02/22/2023

  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.

  I purchased a C2 with the FlexFit 1 Smart Base. During a recent move, the movers informed me that the electrical connection on the back of the "my favorite" button on the base broke off. According to them, this was common and Sleep Number knew this was an issue, and it would not be a problem to fix. When I called Sleep Number they say they do not provide support for the base and refer me to the base manufacturer **************** Adjustable Beds). I have tried 3 times to have them call me back (unsuccessfully) and on the two times I tried to wait them out while on hold, I spent 40 minutes trying one time and over 60 minutes trying another time. When the support for your product is outsourced to a 3rd party and the 3rd party does not answer the phones, there is no support. I bought the bed/base from Sleep Number and I expect them to be able to support the product. You cannot just wash your hands of the responsibility by referring customers to a phone number that does not get answered.

  Business Response

  Date: 02/22/2023

  February 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, Mr.****.
  
  We apologize that you were not able to reach the manufacturer of the base.  Damage to a base during a move should be the responsibility of the mover.  The favorite button being damaged by the movers is not a known issue.  
  
  We have reached out to Mr. **** by email, we encourage him to respond to the email with any questions or concerns.
  
  
  Best regards,
  Executive Team Consultant 

• Initial Complaint

  Date:02/21/2023

  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.

  So in summer of 2020 i bought a 360, Queen nothing but trouble.First I told the salesman a Queen *** spring would not fit up my steps , he assured me if it didnt i could up grade for free. Leaving me stuck when customer service said, during my 30 night trial, i will either be paying $250 for a split spring, or a $480ish restocking fee. Then in November I noticed a weird lump on the bed. After Christmas i took it apart and the foam pad is split right down the middle between the 2 air bags. I called and went to the store. I was told the warranty us just a f****** discount program. This is less then 2.5 years!Now i weigh less then 200 pounds in bed, and i keep the thing inflated evenly, on both sides at 65. This is a GOD DAMNED F****** design defect!!!! Yet I have to fork out another god damed ~$250 to get it replaced with the same defective foam. I dont f****** think so.I want it replaced with better foam at no charge to me.

  Business Response

  Date: 02/21/2023

  February 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, Mr.****.
  
  Mr.**** purchased his bed in 2020.   He as a **** limited warranty.   A copy of his 115-year 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 are happy to support Mr. ***** mattress under the terms of his warranty.
  
  
  Best regards,
  Executive Team Consultant 

• Initial Complaint

  Date:02/21/2023

  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 had an issue with our bed we purchased from Sleep Number ****************. Corporate told us we needed to buy a new air chamber because the bed was loosing air. The problem resolved itself and I asked to return the unopened part they sent us and was assured by ***** in the Rancho store that we could return it. I used the chat function on their website to ask for the refund and to ship the item back. They refuse to refund us even though there is a 25 year warranty. We just want to return the part and get our money back.

  Business Response

  Date: 02/21/2023

  February 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, Mr.****.
  
  Since filing this complaint, a member of our **************** team has reached out by email to work on a resolution.  Mr. **** can respond to the email with any questions or concerns.
  
  
  Best regards,
  Executive Team Consultant 

  Customer Answer

  Date: 02/22/2023

   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:02/17/2023

  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.

  For the moment that I purchased a bed, I was getting electrical shocks constantly on nightly basis. Whenever I was in the bed I called sleep number concerning the issue and attempted everything they instructed for me to do change in the outlet, changing power protector, and the only time that the bed would not shock me was while the bed was unplugged. After a while I just couldnt deal with it anymore and I requested for the bed to be picked up and requested that $300 pick up fee will be removed due to the bed having technical difficulties. My request was denied. They stated theyve never heard of this issue before, so they will not provide me with a free pick up for a defective mattress.

  Business Response

  Date: 02/21/2023

  February 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, Mr.****.
  
  Since filing this complaint, a member of our **************** team has reached out to Mr. ****by email.  We stand by our analysis that the issue described is not related to our products design.
  
  
  Best regards,
  Executive Team Consultant 

• Initial Complaint

  Date:02/16/2023

  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.

  I received my sleep number bed on February 11 th 2023. The very day we had it delivered it stank like sewage. I waited until February 13th to call and complain about this. I was told it was gases that were in the foam and to put dryer sheets between sheet and mattress. It is now the 16th and still smells. I wake up with headache and not feeling well. I requested to return the whole bed and get a refund and was told I must wait 30 days and then can only return mattress for a fee. I told the representative I feel I should be ***** to return everything for a full refund because I cant stand anything but she refused to even deliver a whole new set. I want people to know how rude they are and not to buy anything from them.

  Business Response

  Date: 02/16/2023

  February 16, 2023
  
  Better Business Bureau of ********* & ************
  
  RE:****
  Case #   19417638
  Sleep Number customer #  ************
  
  Dear **********************:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms.****.
  
   Since filing this complaint, a member of our **************** team has reached out by email to work on a resolution.  We encourage Ms. **** to respond to the email.
  Foam is a material with a series of bubbles. These bubbles will initially be filled with gases that were created during the formation of the foam. These gases will eventually be replaced by normal air (off gassing) or break down and become odorless. 
  The newer the foam, the stronger the smell will be as there has been less use and less time to either release or breakdown the gases.
  All our foam goes through an off gassing process to help eliminate the odor, but we cannot guarantee that it will be odor free.
  

  We do recommend dryer sheets to help absorb the odor. 
  
  
  Best regards,
  Executive Team Consultant 

  Customer Answer

  Date: 02/17/2023

   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:02/16/2023

  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 11/13/2022 I purchased a P6 360 Smart bed from the Sleep Number store *************************************************************** for $3945.31. The bed was delivered 01/06/23, I slept on the bed for one night and knew this was not the same bed I tried out in the showroom. I went into the store the next day to let them know I wanted to return the bed because it is either defective or a different product from the one tried in the store. They had me call their ***** ******* # to explain my situation. I was instructed by their C.S. team to sleep on the bed for 30 days so the foam topper on the bed could break in. Seemed suspect but I complied, waiting 30 days did nothing to change the comfort level of the bed. They even sent out a technician during this time to see if the bed had been installed correctly, which did nothing to resolve the issue. After 30 days I called to start the return process to get a full refund of the purchase amount. They let me know that since I am returning the bed they would be charging a fee of $249 to have the defective product picked up. When I let them know that I did not think that was fair because the bed is defective & defiantly not the same bed I tried in the store. They also said they will not refund the initial $249 I paid for delivery of the defective bed either. My refund amount is going to be for $3298.58 which is a total of $646.73 difference on what I originally paid on 11/13/22. They could not send me in writing explaining why there is the difference of the $146.73 that i am not being refunded. I feel that I should not have to pay for either a bait and switched product or something that is defective. I feel they have prolonged the return process so they could justify not giving me a full refund. I feel like this is another example of a ********************* taking advantage of the consumer and not standing behind the products they sell.

  Business Response

  Date: 02/16/2023

  February 16, 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.****.
  
  Since filing this complaint, a member of our **************** team has reached out by email to work on a resolution.  We encourage Mr. **** to respond to the email if he has further questions.
  
  
  Best regards,
  Executive Team Consultant 
  

• Initial Complaint

  Date:02/16/2023

  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 bed on August 2021 from their ************* ******* store. The bed started malfunctioning within 6 month arrival. Due to the pandemic, we were unable to get anyone to come to service us. However, they stated they will send us a part an guide us through to fix the issue. I have made over 10 calls since and I have not gotten a single call back, the part they claim to keep ordering, or any kind of service from this company. Due to not getting any assistance I stopped by at the store and one of their agents told me there were no notes on my file referencing any of my numerous calls, complaints, or parts being sent. The agent then escalated the situation and I was called to go over the issues. The lady who called me was on the phone with me for almost 2 hours and although she attempted to help, she was unsuccessful. We both were kept on hold the entire time by the department we expected to help. We had to disconnect the call and she sent an email to get a manager to call and get this sorted out the next day. I am yet to receive the call. 'I paid over 7k for this bed and had nothing but issues with it. I was sold a lemon and the company refuses to address the bad quality of the product and to rectify the situation. We demand either for it to be fixed or a full refund. If necessary, we will pursue legal action against Sleep Number.

  Business Response

  Date: 02/16/2023

  February 16, 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.****.
  
  Since filing this complaint, a member of our **************** team has reached out by email to work on a resolution.  We encourage Mr. **** to respond to the email.
  
  
  
  Best regards,
  Executive Team Consultant 
  
  

• Initial Complaint

  Date:02/10/2023

  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 currently have a SLEEP NUMBER 360 c2 SMART BED, which my parents purchased as a gift, for a total of $1,565.30 on Jan. 8, 2023. Since that time, we have experienced a customer service nightmare. The bed was finally delivered on Jan. 26, 2023. We were not informed by the salesman initially that this model of mattress has no foam cushion mattress pad layer whatsoever, but only a thin layer of material and air chamber. Upon discovering this after receiving the bed, after calling multiple times, being put on hold for hours, and speaking to numerous representatives, we were told to order a FULL/DOUBLE C2 FOAM COMFORT LAYER, which we did order on Feb. 1, 2023. We were assured that this would be delivered via *** 2nd Day Air. However, it was not scheduled for delivery/installation until Feb. 7, 2023. However, the item did not arrive on time on Feb. 7, 2023, and arrived later in the day, after the Sleep Number technicians scheduled their visit, and thus the visit had to be canceled. The item was delivered and left unattended on my doorstep, presumably by ***, even though I have had packages stolen and we directed Sleep Number either to deliver the item personally during their visit, or deliver to my *** Store mailbox. Further, the item took about a week to arrive, despite their assurance of 2-day air delivery. On Feb. 9, 2023, the technicians scheduled another visit, and after arrival, they seemed confused as to what type of service was scheduled for that day. I showed them what I had received, and they informed me that this was in fact a FULL/DOUBLE C2 FOAM COMFORT LAYER, which was in fact exactly what I already had. They then removed the old layer and replaced it with the new layer of the exact same type, making no actual changes to the types of items contained in the bed. They stated that there must be some misunderstanding, since this obviously would not actually make any substantive change or improvement to the bed. [Character limit reached.]

  Business Response

  Date: 02/13/2023

  February 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.****.
  
  On 1/9/23 Mr. **** purchased a C2 mattress with an integrated base.  On 1/26/23 Mr. **** called in and we ordered a new comfort layer to replace the original one.  We are not able to process orders to P O Boxes,even if they are owned by ***.  The order placed on 1/26/23 did not ship in time and was reordered on 2/1 to escalate it to 2nd day delivery. Orders take 1 - 2 days to process, this order was picked up as 2nd day air by *** on 2/3/23. *** does not delivery on Saturdays or Sundays.  The order arrived on 2/7 at 2:38 pm.  Which is consistent with 2-day delivery.  *** missed the technicians.   We rescheduled the install to 2/9/23.  The technician called in on 2/9/23 and stated the customer thought he was getting a ****** chamber lift to go under the air ********.   We ordered the 1-inch chamber lift for him it is currently at the supplier,  awaiting shipment, we are scheduled to install on 2/16/23.
  
  If the chamber lift does not provide more cushion to the bed.  Mr. **** can exchange his mattress to a different model with more foam, one time within his 100 nights trial or he can return his mattress.   Mr. **** is responsible for the original delivery fee and the return pick up fee, per our terms and conditions.  His trial ends on 5/4/23. Mr.**** ordered the firmest bed we make.    We sincerely apologize for the miscommunication and delays; however, we corrected the delays a quickly as possible. We have no control over *** policies or processing times.
  
  
  Best regards,
  Executive Team Consultant 
  
  

  Customer Answer

  Date: 02/13/2023

   I am rejecting this response because:
  
  I have still not received the 1-inch foam, and the rude and unprofessional behavior of the online chat representative I encountered is unacceptable, along with the indefinite, constant wait times every time we try to call customer service. As a paying customer, I expect and would appreciate a sincere apology for the inconvenience, not endless excuses and defensive reactions from employees. So far the actual experience with Sleep Number does not at all match their reputation, and this rejection is to make sure other potential customers know that before buying, if for no other reason.

  Business Response

  Date: 02/15/2023

  February 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.****.
  
  Our position remains the same.  We sincerely apologize for the inconvenience and frustration.
  I have pulled the chats and will address any coaching opportunities.
  The foam was ordered on 2/9/23.  The manufacturer shipped it yesterday.  I will arrive on 2/18/23.
  I cancelled the appointment for 2/16 and rescheduled for 2/20/23. 
  
  If the chamber lift does not provide more cushion to the bed.  We can offer Mr. **** a comfort solution or he can exchange to a mattress that is not designed to be firm.  
  
  
  Best regards,
  Executive Team Consultant