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

  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:01/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Replaced the outer cover of the split king due to 3 gap in center. Was charged for the cover. Sleep number installed. Still not fixed and unit malfunctions. Not happy with th anything at this time. Paid almost $10,000 for this mattress.

  Business Response

  Date: 01/10/2023

  January 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. **************** **** purchased his mattress in 2020.  He has a 115-year limited warranty.  Parts and labor are covered 100% for one year.  Mr. **** made no contact with us after the delivery of his bed until 6/13/2022. The parts were replaced under the terms of the warranty at the prorated cost.  He has not reach out to us to since the installation of the parts.  We are not able to assist a customer when they have not reached out to us.  A refund is not an option for Mr. **** at this time.  
  
  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.  
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:01/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought this bed on Nov 25, 2022; they delivered it on Dec. 22, 2022. I haven't be able to sleep at all on the bed, my lower back hurts, my neck hurts. I called to returned it on January 3rd. they will pick up the mattress but are refusing to refund my money for the base. They salesman never mentioned anything about the base being non returnable. They offered 100 nights trial, it is false advertisement ! I want my money back. The order is under my wife's name: **************************** in case you need to find my order.

  Business Response

  Date: 01/10/2023

  January 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. *************** reached out to the store and had a copy of the Terms and conditions sent to us. This file is in the name of ****
  
  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 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. Per our Terms and Condition, we will not honor a return of the base.
  
  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  

• Initial Complaint

  Date:01/09/2023

  Type:Billing 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.

  In early December, the Sleep Member team came to assemble my bed and noticed that part of the frame by the head of the bed was broken. They made a note to have someone reach out to me to get this repaired, and I've heard nothing from the company. I've tried to call several times and got a recording that there is a several hour wait due to call volume...every time I call. I'd like my new bed fixed. Sending a broken bed to a customer is very bad business and started this whole journey off on the wrong foot. Then today, the bank they use **************** decided they were going to take the full $6,800 owed to them out of my checking account for no apparent reason other than they could. After reviewing the 1 start ratings all over the internet, I decided it was best to let that payoff stand and get as far away form that shady business as possible. However, Sleep Number is the one who contracted with them and are just as responsible for the bad business as the bank. I want my bed fixed and money off the bed to be compensated for this nightmare.

  Business Response

  Date: 01/10/2023

  January 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, Ms. *************** sincerely apologize for Ms. **** s experience.  We have set up an order to replace the base and provided ******************** with the delivery information.   We encourage Ms.**** to respond to the email sent to her with any further questions or concerns.
  
  Best regards,
  
  Executive Team Consultant  

  Customer Answer

  Date: 01/11/2023

   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:01/06/2023

  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 have an adjustable Sleep Number bed and the adjustable frame requires repair. The frame is made by a company name Legget and *****. I have contacted both companies multiple time and are put on hold for hours. I have been to a store and they refer me to Leggart and ***** and have left my phone number multiple times. I have a warranty and even are will to pay for the repair but no one calls back. There is no ne to speak to and these companies seem to have no responsibility to service their products. Any help would be greatly appreciated.

  Business Response

  Date: 01/10/2023

  January 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. *************** sincerely apologize for the delay.  We have sent a request to our contacts at L and P.  They have responded that they will reach out to Mr. **** as soon as possible and they will keep me informed.
  
  A member of the Executive team has sent this information to Mr. ****  by email and asked that he let us know if he does not receive a call back from L and p within 48 hours.  He can respond to the email we sent with any questions or concerns.
  
  
  Best regards,
  
  Executive Team Consultant  

  Customer Answer

  Date: 01/10/2023

   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.They have contacted me and given me the name of someone to correct the pr.  I will still require some help from them but at this point I am satisfied.

• Initial Complaint

  Date:01/06/2023

  Type:Sales and Advertising 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 March 3, 2017, I ordered a King ** Sleep IQ bed from Sleep Number (order # ***********). The bed worked as expected until approximately January 2022 at which time, a side of the bed would not properly inflate. I called customer service a ****************** of times and after talking to a couple of representatives, was finally able to request a new pump and order *********** for $131.21 was placed on March 14, 2022 for a new pump (and the required remote). I followed up approximately one month later and was told the pump was on backorder and there was no estimate on when I would receive the pump. The product is not useable without the pump. On December 23, 2022, I followed up on the order. Between March and December, I received zero communication from sleep number. The customer service representative ("***") I spoke to on December 23 said that I had cancelled order ***********. That was not true. After a 10-minute hold, she informed me that actually, the company had cancelled the order because of the back-log on backordered requests. I need this pump for my bed to work! I did receive a refund for the March order. The *** then placed a new order (***********) but by this time, the price had increased to $302.35 because of the depreciating warranty. The company would not honor the original price when requested. This feels fraudulent to cancel orders and take advantage of the depreciating warranty policy to charge consumers higher prices once they realize the order is canceled and more time has passed. I suspect a few States Attorneys General would be interested in this practice. (The warranty policy is an example of less-than-straight forward marketing and goes to business character, but not germane to this complaint). I'm also amazed that the i8 bed is still in production and available to consumers, but there are no replacement pumps. Please honor the original price and prioritize delivery of the replacement as if the March order had remained in effect.

  Business Response

  Date: 01/09/2023

  January 9, 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. ****************** 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.
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:01/05/2023

  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 purchased a brand new i8 Sleep Number bed with a Flex 3 base and a full wrapped upholstered bed in the pebble twill color. When I purchased all of this on 12/31 in the store, I was told that once the base and the upholstered bed was in my home, it wasn't returnable....not that I couldn't make any changes at all to it. I picked out the style of the headboard and changed my mind the next day (which is a common thing for people to do). I called the store (which was closed on New Years Day) and on Monday Jan 2nd, tried to call sleep number's customer service and was on hold too long so I had to hang up. I tried again on Tuesday, Jan 3rd and reached the upholstered furniture group and they told me I could change the color but not the style (which already violates their "final sale" contract line item). He tried to get in exception, but it was "already in production" less than 48 hours after purchase. Per Sleep Numbers upholstered furniture group, I have 2 days to change it. I was within those 2 days and am being denied. I don't want to change anything but the style. They are contradicting themselves by going against their own contract to change a final sale item. If it's truly final sale, they wouldn't be able to change anything at all. I'm getting different answers from different people and since they now have my money.....they're refusing to work with me on a solution. This is the treatment I get for being a return customer. I attempted to reach and or talk to someone at Sleep Number about 6 times in total. And because they didn't hold up their end of the communication, I'm now stuck with something I don't like.

  Business Response

  Date: 01/06/2023

  January 6, 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 to Ms. **** by email offering a resolution. We encourage Ms.**** to respond to the email.
  
  
  Best regards,
  
  Executive Team Consultant  

  Customer Answer

  Date: 01/09/2023

   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:01/05/2023

  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 have the I8 smart bed with a failed pump. The pump was under warranty and cover 50% of the cost of the new pump which was around $250 dollars. This was paid back in October and I still have not gotten the pump. This is from sleep number:I will continue to stay on top of this; and I will let you know as soon as I have more info. However, I truly do not know when that will be. I can certainly do some check ins to let you know Im still monitoring it, though. Best regards, ************************* | Office of the Executive Team

  Business Response

  Date: 01/06/2023

  January 6, 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. **************** **** has been working with the office of the Executive team and we have sent additional communication.  We sincerely apologize for the inconvenience and frustration; however, the backorder situation remains the same.
  
  Mr. **** has a 2015 mattress. An exchange is not an available option. 
  
  
  Best regards,
  
  Executive Team Consultant  
  

• Initial Complaint

  Date:01/04/2023

  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.

  My husband and I purchased a sleep number bed for ****** from Camping World approximately 3 weeks ago. We were under the impression due to the advertisements that Sleep Number allows you to try the bed for 100 days and exchange or return the bed if you were not satisfied. This was not the case for us. I reached out to them to inform them that my bed was losing air. I woke at 3 am to intense pain in my hips and lower back because the mattress had completely deflated and I was lying on the wood platform. I reinflated my side of the bed then when my husband got out of bed to use the bathroom about an hour later my side of the bed then moved to fill in toward his side of the bed. In other words if he gets up to urinate there is nothing to keep my side supported so my side flattens out. This is less than ideal. I reached out to speak with their customer service people and after talking with 3 different employees I found that they only honor their return policy if you buy the bed directly from them, not from a retailer. I have now wasted almost $2,000.00 on a bed that I am miserable in.

  Business Response

  Date: 01/05/2023

  January 5, 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 not responsible for Camping Worlds return policy.We would be happy to honor any needed replacement parts under the terms of the warranty. Camping World is responsible for installation.
  
  We encourage Ms. **** to follow up with Camping World about returning the mattress.
  
  Best regards,
  Executive Team Consultant  
  

  Customer Answer

  Date: 01/14/2023

   I am rejecting this response because:
  
  The company is saying they will not honor their advertised return policy.

  Business Response

  Date: 01/18/2023

  Better Business Bureau of ********* & ************
  
  
  January 18th, 2023
  RE: ****
  Case # ********
  
  Dear Better Business Bureau:
  
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. ************* ********************** is not responsible for Camping Worlds return policy. We would be happy to honor any needed replacement parts under the terms of the warranty.Camping World is responsible for installation.
  
  We encourage Ms. **** to follow up with Camping World about returning the mattress.
  
  Best regards,
  Executive Team Consultant

• Initial Complaint

  Date:01/03/2023

  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 purchased our bed in October. The bed was delivered in November. This bed may be for some but not us. Neither my husband or I have slept well since the bed arrived. We have adjusted every number but we are both waking up sore and have had headaches since the bed arrived. We have called to return the bed and after a diligent attempt to get us to keep the bed, even offering a 5% discount, the earliest date they can give us is Jan 31st. A company that sells the importance of good sleep can't possibly expect a dissatisfied customer to wait 30 days for a good nights sleep. I was able to get the date moved up a bit, but as of now have been waiting 28 minutes to talk to a supervisor.

  Business Response

  Date: 01/05/2023

  January 5, 2023
  
  Better Business Bureau of ********* & ************
  
  RE: ****
  Case # ********
  Sleep Number customer # unknown
  
  Dear **********************:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. *********** do not have a record of a Sale for Ms. **** at the address provided.  We searched the email address and the phone number and could not find a record.
  
  An email has been sent to Ms. **** requesting more information.  We encourage her to respond to the email for faster assistance.
  
  
  Best regards,
  
  Executive Team Consultant  
  

• Initial Complaint

  Date:01/03/2023

  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.

  This entire experience with Sleep Number has been nothing short of a nightmare.I placed an order on 9/29/22 #***********, in the amount of $9,301.87.I purchased a new mattress, bed frame, mattress protectors, a sheet set, and some pillows.After delivery on 11/1/22, I had been using the items and had a hard time adjusting. After about 2 months of poor quality sleep, no matter what I did, both me and my partner were unable to sleep well, and made the decision to return everything. I was assured in the store that I had a 100-night, risk free trial period, and that if I was unsatisfied with my purchase, just contact Sleep Number for a full refund. I want to note that I explicitly asked the sales team in the store if I could return everything multiple times, becuase it seemed odd to have a nearly $10,000 purchase get refunded so easily. I was assured multiple times that this was the case.Fast forward to a few months later, I believe 12/19/22 is when I contacted sleep number with a few questions about my receipt/wanting to begin the refund process.Fist, I was charged a disposal service, which I was told on 12/19/22 was the delivery team taking my old mattress. The delivery team never did this, and I was unaware of this charge initially. I was told this cannot be refunded because it had been so long and they can't confirm the refund.Then, I was told that I cannot return the bed frame, and that the sales team should not have said that. Why is your company saying this in the store to make a sale, then not honoring it when your product doesn't work? That's ridiculous.Lastly, I was told to bring everything else in to the store to return - I was told that the store could not process my return because the sheets were miscolored - yes, these poor quality grey sheets changed colors days into using them.Sleep Number has done nothing but deliver a poor product, not deliver on it's promises, and not help with any solution.

  Business Response

  Date: 01/05/2023

  January 5, 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. *****
  
  The order ****************** provided pull up an account for ***** *****  I pulled the calls from 12/19/22 regarding his return.  Mr. ****did not questions the final sale policy on the base at any time during the calls.
  
  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 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.
  
  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.   
  
  The disposal fee and the sheet set has been refunded.
  
  Best regards,
  
  Executive Team Consultant  
  

  Customer Answer

  Date: 01/09/2023

   I am rejecting this response because:
  
  You are correct, when I called in and asked about the return on 12/19/22, I was told that the base was unreturnable. I did not question this because I already knew the issue was brewing, and I was going to need to speak to somebody other than the phone operator.

  When I explicitly asked your staff before initialing about the ability to return the base, I was told "we have to get those initials but if you are unhappy with any part of you purchase, just reach out to us within 100 days".

  I appreciate the refund on the poor quality bedding and the disposal fee for a previous mattress, but you charging that fee in the first place without a customers knowledge or signature, goes on to show that your company has a habit of charging customers unexpectadley, or saying one thing and doing another.

  I would like to speak with someone about any possibility of refunding the base as I was told during the purchase process. It's not fair that your company says one thing, but does another. Again, when explicitly asked about this policy, I was assured that this was refundable.

  Business Response

  Date: 01/10/2023

  January 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.   Mr. **** signed and initialed the terms and conditions acknowledging that he understood the policy. Mr. **** did not ask to speak with a supervisor or make any indication that he did not fully understand the policy when he called to return.  We stand by our policy as presented to the customer.    
  
  Best regards,
  
  Executive Team Consultant