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

  26222 Novi Rd Novi, MI 48375

• 

  Sleep Number

  1595 Glidewell Dr Ste 101A Burlington, NC 27215

• 

  Select Comfort Corporation

  8620 N Boardwalk Ave Kansas City, MO 64154

• 

  Sleep Number

  4119 N Sterling Ave Peoria, IL 61615

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:01/26/2023

  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 have a less than 4 year old iLE sleep number bed that Im embarrassed to say we spent close to if not ***** on. The customer service via the chat is horrendous. The air chamber went out once a year after having the bed and after looking at my account now due to this issue, I see we were charged for them to fix that while we were still under the first 2 year warranty! Terrible I am just seeing that now. Currently we have a completely indented, deflated right side of the mattress. We have done all of the troubleshooting and it still remains a giant dip in the bed. This new issue I spoke with 2 very unhelpful people via chat and I am not paying $129 for a tech to come out to diagnose the bed after spending $7000 on it then more money to fix whatever the issue is because the warranty is prorated. I wish I would have done more research before we purchased. I am warning everyone NOT to buy from this company, after the 2 years under full warranty they dont give a c*** about you. Such a scam. Now we are stuck with a broken mattress because I refuse to pay for it to be fixed still on their terrible prorated warranty and a tech call in which I paid for while we were still under full warranty and shouldnt have. STAY AWAY.

  Business Response

  Date: 01/27/2023

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

  Customer Answer

  Date: 02/07/2023

   I am rejecting this response because:
  
  Hi, A tech did come out. He said we needed two other things that he was going to have them send but since they were closed on Sunday we would hear from someone yesterday regarding delivery and install but we did not hear anything yesterday and nothing is under our account so Im not quite sure where to look if he did not put that in under our notes from Sunday I tried to contact customer service but the wait was over an hour no one is answering on chat and I also tried to text the number of the tech that came on Sunday to no answer. Im not quite sure those other two things are on the way or whats happening he said since it was Sunday we would hear from somebody on Monday which was yesterday. I will close this out as satisfactory when we figure out whats going on there are still two things wrong with the bed. I did try to reply back to the sleep number representatives email that initially sent and it must be a generic email or an automated because there was no response on that either. Thanks for any more help!

  Business Response

  Date: 02/08/2023

  February 8 , 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 Mr.**** to respond to the email. 
  
  
  Best regards,
  Executive Team Consultant  

• Initial Complaint

  Date:01/26/2023

  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 our Sleep Number Mattress and ******* and ***** adjustable bed frame on 9/15/2022. We have several problems with both immediately after purchasing. Left side of bed sinks in center and L base is very noisy, even when flat. Sleep Number told me they cannot do anything about base, its a final sale. I needed to contact ******* and *****. When you spend $9000 on mattress/frame, it should not have problems. Mattress is being picked up on Monday, after multiple calls and issues. **************** at both ********************** a ****************** and *******/***** unacceptable: Attempted to call *******/***** on numerous occasions, 2 hour hold times and still unable to reach anyone, leave number, no call backs. Reached someone last week after 1.5 hour hold time and they told me the hinges needed to be replaced, but are on back order. I asked to return the frame and they refused. Today, sleep number said they cant do anything about base, but told me theyd email *******/*****. Finally spoke with someone tonight at *******/***** who told me the base is not their responsibility, it is up to Sleep Number who refuses to take ownership. I just want to be done with both, return everything and I will never do business again with either. ************* is below standard.

  Business Response

  Date: 01/27/2023

  January 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, Ms. **************** work on an adjustable base is provided by the manufacturer. We do not offer or advertise a 100-night 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.
  
  
  Best regards,
  Executive Team Consultant 
  
  

  Customer Answer

  Date: 01/31/2023

   I am rejecting this response because:
  The device is not working properly and they should back the device.  This is unacceptable.  Also, they report the devices are usable with other mattresses and thats a false statement.
  
  

  Business Response

  Date: 02/01/2023

  February 1, 2023
  
  Better Business Bureau of ********* & ************
  
  RE: ****
  Case # ********
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. *********** position remains the same.  Warranty work on an adjustable base is provided by the manufacturer. However, we have been working with Ms. **** on a resolution.  We encourage her to continue working with the Consultant that is working with her.
  Best regards,
  Executive Team Consultant 

• Initial Complaint

  Date:01/26/2023

  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 under the premise that it was 100% refundable. We even asked the question prior to signing all paperwork. We purchased the i10 model along with 2 sets of sheet and a mattress cover. The total cost was over a little over $12K including tax. We were told by the sales woman that if we decided to upgrade our bed to the 360 model, they would need to take the base and mattress due the fact that the 360 has a different base that will only work with the 360 model and the 360 model is 100% refundable. We had to wait 2 weeks to have the bed delivered and installed. After 2 nights on the bed we were miserable. The comfortability was completely different that what we experienced in store. In store our sleep numbers were 60. The bed that we received we could not get comfortable in when trying every number from 25 to 100. We called the customer service ****************** on the 3rd day to return our bed only to be told by the level one representative that we had to wait 30 days to return the product. We asked to speak to a supervisor at that point. The supervisor informed us that we would be able to return the "mattress only" and had to pay $4,000 for the bed frame. We could return the bedding to the store. She said the they needed to send a conversion kit and remotes but they were on backorder and although they are the manufacturer there was no date when these items would be available. We were shocked to find out that we had to pay for the base when other mattress companies provide the same base for free with the purchase of a mattress. The supervisor did give us a credit of $1k but we are still left with a $3k base that we are not able to use it and have no idea when or if we will ever see the remotes or conversion kit. Since we are paying an outrageous amount for a product we should be able to use it now. We already feel like it was bait and switch. Now we have a product we can not use. If we had upgraded we would have gotten a full refund

  Business Response

  Date: 01/27/2023

  January 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, initialed 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 100-night 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 Mr. ****at the time of the purchase.? In fact, Mr. **** 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. ******************** could have cancelled 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 alternative mattress attachment mechanism that will make using the adjustable base with other mattresses simple and easy.  Mr.**** has not set a date for return,
  
  
  
  
  Best regards,
  Executive Team Consultant 
  
  

• Initial Complaint

  Date:01/25/2023

  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 ordered a warranty replacement pump for our bed on Oct 25, 2022 (Order #: ***********). They collected the money for the pump, but now say it is back ordered and they don't know when they will get more pumps. They claim supply chain issues, but that doesn't ring true since those have been largely corrected. It sounds like their warranty is bogus.

  Business Response

  Date: 01/27/2023

  January 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, Mr.****.
  
  We sincerely apologize for the inconvenience and frustration. The part is on back order.  Mr. **** was recently sent an email stated we are working on getting the backorder back log cleared by the end of March.  Supply chain issues are getting better, but they are not resolved.  Mr. **** has been added to the priority list so that when the part comes in, he will have priority. 
  
  Best regards,
  
  Executive Team Consultant  
  

  Customer Answer

  Date: 01/31/2023

   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:01/25/2023

  Type:Delivery 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.

  Late Oct. 2022 we had trouble with our sleep number bed . Contacted sleep number and after testing with the customer service it was determined the firmness control SIQ03DR was defected. The unit was still under warranty but would still cost $248.77. We agreed to cover the cost and an amount totaling $263.70 (including tax) was charged to our credit card on Oct. 31, 2022. The order number was #***********. I believe around the beginning of Dec. 2022 we call, we had not received the unit and was told they had just received a shipment and the unit would be shipped soon. No unit so we called mid Dec. ******************************************************** soon. Received an email on Dec. 21,2022 there was a delay in shipping and we would receive an update with tracking info as soon as the part was shipped. Beginning of Jan. 2023 we checked with the local store and still no units being shipped so they came out and put some air in the unit which only help a little. I'm dealing with a hip and back issue and am unable to sleep in this bed which we spent over $1,000 for and I sleep in an spare bed with a mattress that cost around $200. We called on Jan. 13, *********************************************** and the unit would be shipped the next week. Jan. 23,2023 no unit so we went to the local store, they called the company and was told whoever we had talked to on the 13th had not told us the truth. They still will not say when we will receive the unit. Since Jan. 1, 2023 there have been advertisements on TV, radio, internet, and newspaper about sales on beds, if new beds can be made and sold existing units can be supplied. I would like to have my unit tomorrow ideally and I feel the cost should be reimbursed. I have paid $263.70 and in 3 months have received nothing.

  Business Response

  Date: 01/26/2023

  January 26, 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.****
  We sincerely apologize for the inconvenience and frustration. The part is on backorder, we do not have an ETA for the part.  Mr.**** has been added to the priority list so that when the part comes in, he will have priority.  
  
  Best regards,
  Executive Team Consultant 
  

  Customer Answer

  Date: 01/31/2023

   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:01/24/2023

  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 an $8k sleep number less then 2yrs ago. I was not told it's a limited warranty nor that the frame was a dif company. I found this out when my mattress started to continually deflate multiple times throughout the night and I'd wake up having to fill it. The auto response and Bluetooth do not work bc the app will still show 95 or 100 but obviously not be that setting. I expressed this info to the rep and they said it must be the air chamber and it'll be 200 because I'm not allowed to install it myself. They dropped it down to $150 when I asked about the warranty and was not happy about the fact nobody tells you how limited the limited warranty really is. I then went and disconnected the air hose and capped it. The air stays for several days. This eliminates the chamber problem and points more towards motor or hoses. All of which in the 1st 2yrs should not malfunction. The rep said it's very uncommon yet they won't cover the "uncommon" no customer service while telling me this as well as no follow up on my experience or anything. Perfectly content with me being an upset customer and having a deflated air mattress as a bed. The quality for the price does not match. The quality of care or concern for the customer does not match the price. Countless reviews show it's not so uncommon and a lot of the same issues for others. Sleep number does not seem to care after the sale has been transacted.

  Business Response

  Date: 01/26/2023

  January 26, 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.****.
  
   Since filing this complaint, a member of our **************** team has reached out by email to work on resolution.  We encourage Mr. **** to respond to the email if he has any questions or concerns.
  
  
  
  Best regards,
  Executive Team Consultant 

• Initial Complaint

  Date:01/23/2023

  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.

  Sleep number lied to me in order to complete the sale of our bed. We purchased our Sleep Number Bed and took delivery in the 1st quarter of 2022. We had a concern that the sleep number bed would be too difficult to move to our new house if we bought it. We did not want to buy the bed if it was difficult to move. We asked the sales agent how difficult it was to move a Sleep Number Bed. The agent told us there was nothing to worry about because Sleep Number provides the service of coming out and shipping the bed to our new home for us when we were ready. We bought the Sleep Number bed, paid in full, based on this information. Now we are ready to move and called Sleep Number to have them ship the bed. The agent told us no such service exists or has ever existed. They have taken no action to fix this issue they have caused. A sales person should NEVER lie to a customer in order to complete a sale! ********************** asks you to pay to disassemble the bed for the price of $249. Then pay Sleep Number again to reassemble the bed for another charge of $249. So, $500 to take it apart and put it back together with no shipping!!! A sales person should NEVER lie to a customer in order to complete a sale!

  Business Response

  Date: 01/26/2023

  January 26, 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. ****
  
  Mr. **** spoke with a member of our Customer Escalation Team, and we were able to come to a mutually satisfactory solution.  We sincerely apologize for the customer experience and are using his feedback for coaching opportunities.  We encourage Mr. **** to contact our representative should he need anything further. 
  
  
  Best regards,
  Executive Team Consultant 
  

  Customer Answer

  Date: 02/09/2023

   I am rejecting this response because:
  we did not come to a mutual agreement.
  
  

  Business Response

  Date: 02/10/2023

  February 10, 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.  According to our records Mr. **** spoke with a member of our Customer Escalation Team, on 1/23/2023.  All calls in and out of the customer service center are recorded for quality assurance.  Mr. **** accepted the resolution offered and did not request further compensation.  He did request that we follow up with the Sales representative.  We have researched the issue and follow up with coaching opportunities.
  
  We do sincerely apologize for Mr. ***** experience.
  
  
  Best regards,
  
  Executive Team Consultant  
  

• Initial Complaint

  Date:01/23/2023

  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.

  Transaction date 11/28/2022.My husband and I went into the sleep number store to try out some beds. We decided to give it a try to one of their beds. We are not happy with the bed. Returned the mattress but now the company is refusing to take the base back. I would like my money back and for them to pick up their merchandise. I bought my car in October and the dealer gave me 10 days to return it, no questions ask. How come this company is now saying that I can't returned it; I'm not the only one complaining about the bad practices this company is exercising against the consumers. Their salespeople do not tell you that the overpriced base is none returnable but I bet they will defend their employees. They offer the 100 days tryout and if you are not satisfied you can return or exchange the bed. Well we are part of the 7% of customers that are not satisfied with this product. Our salesperson never mentioned to us that if we return the bed we will be stuck with the frame or that would it be a very different decision right in there, so that is bad sale tactic from this company to make a sale. The salesperson said something like: " please initials here for quick delivery " but did not mention the non return clause. I just want my money back. Besides, they haven't shipped the remote to use the base and again the technicians who came the first time never mentioned the need for a remote. The second time around when the technicians came to pick up the mattress, were looking for the remote and until then we found out that the company have not sent it to us. Bad experience with this company. Either way, give us our money back and take your merchandise.

  Business Response

  Date: 01/26/2023

  January 26, 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 sales professionals are trained to lead with transparency and ensure that all customers understand the contours of our return policy.  In this situation, the customer was aware of the policy,initialed and signed reflecting 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 100-night 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 the bold highlighted 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.
  
  Notably, our adjustable bases can be used with most mattresses sold on the market today not just Sleep Number smart beds.  We provide alternative mattress attachment mechanism that will make using the adjustable base with other mattresses simple and easy. 
  
  Best regards,
  Executive Team Consultant 

  Customer Answer

  Date: 01/31/2023

   I am rejecting this response because: this company is tricking people into buying over price beds, offering and advertising lies.  Of course, the company is going to defend their salespeople even when they know their employees are not doing their job. The problem is that they do not tell you that the "base" is non returnable, they ask for your initials but never mentioned their non return policy. I just want my money back and for them to pick up their merchandise.  Besides,  I am not the only one complaining about their bad business practices.  I will call the state and ask to open an investigation into the way they are tricking people out of their savings. 

   

  
  

  Business Response

  Date: 02/01/2023

  February 1, 2023
  
  Better Business Bureau of ********* & ************
  
  RE:****
  Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms.****. *********** position remains the same.  We stand behind our training practices and the integrity of our Sales force.  Ms. ********** the terms and conditions.  The policy in question is highlighted and printed in bold and has its own signature line.   Customer do have to take some responsibility for reading what they are agreeing to before signing a legal document.   The terms are sent home with the customer to read.  Ms. **** could have cancelled the order before delivery to avoid keeping the base. 
  
  We have reached out to Ms. **** by email for further discussion. We encourage her to respond to the email.
  
  
  Best regards,

• Initial Complaint

  Date:01/23/2023

  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.

  Bed was delivered on 01.11.21, when we purchased the bed we were not told that that major components of the bed were a 1 year only warranty. Called today as one side of the bed is leaking and we were informed that it was a pro-rated warranty even for major components. Had we known that we would not have purchased the bed. We were also not told that the air chamber was a "set", so even though there is nothing wrong with 1 side, we have to purchase the entire thing. I agreed to pay for install, but said the components should be covered, as again we were not told that major components were a 1 year only warranty or that this bed requires a set to be purchased if something goes wrong with 1 side.

  Business Response

  Date: 01/25/2023

  January 25, 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. ********* copy of her **** years Limited Warranty was provided to her in the owners manual upon delivery. The warranty is also available anytime on our website.  Labor is not covered by the warranty.  
  We have reached out to the customer by email to offer a resolution to work on this issue.
  We encourage Ms**** to respond to our email,
  
  
  Best regards,
  Executive Team Consultant  

  Customer Answer

  Date: 01/27/2023

   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.  However I want to clarify that never at any time did I ask for labor to be covered.  My complaint was that during the sale at the store, they conveniently forgot to mention when discussing their fantastic 15-year warranty that basically no parts including major components were covered after a year or that should 1 side of the bed fail you have to purchase both sides even if 1 is properly working as they are only sold as a set, so it is double the cost for anything.  Since our first bed failed, we were apprehensive to get another one, so knowing those things would have surely sent us elsewhere, as I would not have agreed to such limited warranty terms had they clearly outlined it.  I suspect the reason for not clearly outlining these terms is the fact that it would scare people off given the cost and extremely limited warranty.  

• Initial Complaint

  Date:01/20/2023

  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.

  On 1/19/23 I reached out to Sleep Number as the bed we purchased for over $1600 dollars is no longer working. The bed deflates on it's own on one side and becomes firm on the other side. My husband woke one morning and the amount of air on his side was 0 and mines 100 in which we like to have it set at 60. Because of this we both have suffered from back pain and have to see a chiropractor. When I reached out we were treated like the fault was ours and advised we would need to pay for a replacement pump. I'm not even sure that is the problem or the entire mattress its self. I ask if the fees could be waived as this seems to be a manufacturing issue and was told No and even offered to have us pay more for the motor to be installed. After researching the website there is a link solely dedicated to issues with the bed deflating/loss of air on it's own. If this is the case and they are aware this should be handled by Sleep Number. It's sad as my husband can no longer sleep next to me and sleeps on a couch. We've been suffering mentally and physically for the past 2 weeks and no one seems to be concerned.

  Business Response

  Date: 01/24/2023

  January 24, 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. ***************** filing this complaint, a member of our **************** team has reached out by email to work on resolution.  We encourage Ms. ****to respond to the email.
  
  
  Best regards,
  
  Executive Team Consultant  

  Customer Answer

  Date: 01/26/2023

   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.