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

  1 Walden Galleria Drive Space D219 Cheektowoga, NY 14225

• 

  Sleep Number

  275 Crocker Park Boulevard Westlake, OH 44145

• 

  Sleep Number

  1595 Glidewell Dr Ste 101A Burlington, NC 27215

• 

  Sleep Number

  11035 Lavender Hill Dr Ste 100 Las Vegas, NV 89135

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:01/03/2023

  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.

  100 day trial for sleep number bed. Sales person was more than happy to let us try the bed at no cost to us & if we were not completely satisfied we could return it. 2 days later we went back to store to return it and suddenly they tell us we are stuck with the base. The base does not fit with any other kind of ********** want $1,750. + tax for it. This was not explained to us at all. We were manipulated, & misled. Swindled, bamboozled. They took advantage of us & used every shady sales tactic they know.

  Business Response

  Date: 01/04/2023

  January 4, 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. **************** 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. Ms. **** 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. 
  
  
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:12/29/2022

  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 split king was purchased in 2018. I had to replace the foam insert December 2022 because of the bolts in the sidewall. When we removed the old phone structure we discovered that there is a split between the sidewall and the mattress base. This is a manufacture defect. This is actually a engineer defect seat numbers should change the engineering so this problem does not reoccur.

  Business Response

  Date: 12/29/2022

  December 29, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: ****
  Case # ********
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. E****.
  
  According to our records the Ms. ***** foam was replaced due to use.  The side wall foam had compressed.   There is no mention of a split between the sidewall and the mattress base.  Loss of firmness and height is an expected result of normal use of the bed.  
  
  
  We will address any future problems when they arise, under the terms of her limited warranty.
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:12/28/2022

  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.

  The pump that works the airflow in our bed went out. I ordered one on 8/18/22 and I had to pay for it in full. I paid $366.31. This was to get me on the list for the pump. I have not received the pump. I have called their office and there are long wait times and then they promise to call back and never do. They said I am still on backorder.

  Business Response

  Date: 12/29/2022

  December 29, 2022
  
  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 the inconvenience and frustration. The part is on back order, we do not have an ETA for the part.  Ms. ***** order has been added to the priority list so that when the part comes in, she will have priority. 
  
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:12/28/2022

  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.

  Contacted sleep number 12/12/2022 to order a bed and was told there is a 90 day no questions asked return policy. today is 12/28/2022 and called to cancel the order due to hearing so many negative comments from family members and friends saying they didn't like their bed. so i talked to 4 agents at Sleep Number to cancel and they said they can not cancel the bed frame due to it being made by a different company. Mind you i was never told this was coming from some other company. i was told that this was the most common color made and that it could be exchanged before the 90 days for a different color if i didn't like it. they refunded me for the bed but not the frame or sheets and protector. i feel like i was lied to on the phone and that I'm be pressured into the frame that i don't want. delivery is over a month away as well. they are trying to charge me $2506.29 for something i can't even use without their bed which i find to be ridiculous . all i want is to cancel the entire order and this is more than enough time i feel for that to occur. Please help me with this issue.

  Business Response

  Date: 12/28/2022

  December 28, 2022
  
  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 sent an email to the customer.
  
  
  Best regards,
  
  Executive Team Consultant  

  Customer Answer

  Date: 12/29/2022

   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:12/28/2022

  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.

  Hello,We bought a P8 sleep number mattress in Dec 2019. Today we noticed that there is an issue of stitching coming loose on our mattress. It looks like this has happened a while ago and we didn't notice it until today. We contacted the representative **** (#**) and asked for help to fix this. He told that since it has been 3 years, the warranty will only pay 72% and we will have to pay the rest of 28% which is $**2 for getting the mattress cover replaced. We think paying this $**2 for fixing the stitching coming loose issue is really expensive because this is really an easy fix which doesn't require a replacement but he said Sleep Number doesn't have people to come out to fix it. We will have to pay $**2 to get it replaced, otherwise there is nothing they can do. This feels like a second purchase which they force us to pay for. This type of stitching coming loose issue could happen to some other cheaper mattress but it really shouldn't have happened to a P8 sleep number bed within 3 years of purchase. We were told that the warranty is based on the date we notified Sleep Number of the issue which really doesn't make any sense. It really looks like it has been there for a long time which could be within the 100% covered 2 years warranty. All this rules are being made to apparently seem to be warranty but they are really made to help Sleep Number force the customers to purchase more replacements, even for small issues like this. We would like this issue to be fixed or replaced for no additional charge.Thank you.

  Business Response

  Date: 12/28/2022

  December 28, 2022
  
  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 been in contact with the customer and left a voice message. We encourage her to return the call at the number left in the voice mail.
  
  Best regards,
  Executive Team Consultant  
  

• Initial Complaint

  Date:12/28/2022

  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 ordered a new remote for my sleep number bed on or about November 1, 2022. My bank account was debited for the amount at the same time ***** dollars and change. As of today I still dont have a remote. Ive called twice to customer service and they said its a chain supply issue and they cant help me or cant give me a date when this will be resolved. I also called store in ***************** ******** where I purchased the bed and left a message for the manager to call me. It didnt happen. Could you please assist me in getting a new remote. Thanks

  Business Response

  Date: 12/28/2022

  December 28, 2022
  
  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 the inconvenience and frustration. The part is on back order, we do not have an ETA for the part.  Ms.**** has been added to the priority list so that when the part comes in, she will have priority. 
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:12/28/2022

  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.

  Sleep number is acting in a highly questionable, unethical manner, and they clearly do not care about their customers experience. My smart base I recently bought along with a top of the line split king *** mattress doesnt work as advertised. Constantly disconnects from Wi-Fi, rendering the beds smart features useless. According to customer service its because these dont work with Wi-Fi mesh routers (which is the standard these days). They state their base only works with a dedicated 2.4Ghz network, which a mesh router wont even allow you to create manually. Mesh routers are designed to allocate their channels (2.4Ghz, 5Ghz) according to the connected devices ability. But sleep numbers base does not comply with these standard Wi-Fi protocols and consequently youre left with a useless, insanely overpriced bed frame. The solution they offer is that you downgrade your Wi-Fi system back to a 5 year old router where you can manually create a dedicated 2.4Ghz network for the sleep number base. Which is obviously unacceptable. They refuse to replace the base with one that works as advertised and refuse to refund as well. Moreover, the smart base we bought comes with under-the-bed lighting which is supposed to turn on when you get up in the middle of night to light the way and turn off when youre back in bed. This feature doesnt work either. ***** turns on about 6 sec after leaving the bed, and often wont turn off when you get back into bed. **************** doesnt care about that either. **** even acknowledge that problem and try to resolve. On top of all this, Sleep number has managed to serve me with the worst customer service experience Ive ever had. Arrogance, incompetence and complacency are the words that stuck with me after countless attempts in contacting them for help. This company needs to be investigated by the Feds for violations of consumer protection laws. Im sure Im not the only one being scammed by these crooks.

  Business Response

  Date: 12/28/2022

  December 28, 2022
  
  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 customer experience.  His Wi-Fi equipment is not compatible with our usage requirements. There is nothing wrong with the base.  A solid Wi-Fi connection is needed to ensure the features work properly.   An email has been sent to the customer to offer further resolution.
  
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:12/28/2022

  Type:Customer Service 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 sleep number bed after hours of deliberation. The ********** office explained to us that we had 90 days to try it out. They did not state that the base was not refundable. When we sign the paperwork, we thought the base was included within the 90 days. We have had multiple problems with Installation calling the store and our bed still not working. After multiple calls in an hour, hold to customer service every single time our bed still does not work an absolutely dissatisfied. We cannot get a return call from the corporate office or from the regional manager of the Grove City store. This is the worst investment ever.! After ultimate complaints, calls and emails. Still no response from the corporate office or anyone else. This is the worst customer service Ive ever received in my life. I wouldnt suggest this company to anyone. Absolutely unprofessional to say the least.

  Business Response

  Date: 12/28/2022

  December 28, 2022
  
  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 the customer experience.  Ms. **** ordered her mattress and optional base on 8/21/22. Delivery was on 9/21/22.    We have been in contact with her multiple times.  Ms. **** called on 11/21/22 to return her bed.  She advised us that she would call back after speaking with her Husband.  Her next contact was on 12/27/22.  Ms. ****agreed to a trial extension and an exchange on her ****************.  her extension is complete on 2/15/23.
  
  Best regards,
  Executive Team Consultant  

• Initial Complaint

  Date:12/27/2022

  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 brand new sleep number ********** half split with moveable base for over $10K. the half split allows the head to be raised up and down but the feet are one and must move together. We tried the bed, but because my wife sleeps with her feet elevated, my side must also be elevated. So we asked to try the full split mattresses which are basically two twin beds completely separate from one another. However, when we asked to exchange the mattress, we were told that exchanging the mattress constitutes acceptance and no further exchange is permitted. This seems strange as how do you know if you will like the new mattress if you have not yet slept on it? So we exchanged the mattress. It's terrible. There is a 6" ****** or gap between the two mattresses running in between the full length of the beds. You cannot sleep next to each other or roll over in bed as you will fall into the ******. We don't like it at all. My wife cannot snuggle up to me or she will fall into the ******. We contacted Sleep Number and they told us there is nothing they can do, we would have to buy a new bed. I asked if I can just purchase the **************** cover for the half split since the air bladders, air pumps, frame, and feet warmers are all fine and working. They refused stating that they can only exchange parts for what I currently have. This seems like bait and switch. If I purchase a shirt and it doens't fit I can take it back to swap it out - the store doesn't tell me that my one swap will be permanent and I'm not allowed to exchange ever again. I am willing to purchase the foam and cover, and all they company would have to do is change their records to reflect the new bed style. They are completely refusing to do anything, as they consider this to be a permanent exchange. How are you supposed to know if you like a bed if you don't get to sleep on it? The 100-day trial is only good for the first trial, not another trial.

  Business Response

  Date: 12/28/2022

  Tell us why hereDecember 28, 2022
  
  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 bed on 9/18/21. He called to exchange the bed on 12/15/21.  All calls into and out of the customer service center are recorded for quality assurance.  Mr. **** called at 12:59 pm.  He asked to exchange his flex top to a full split.   Our representative immediately informed him that the exchange was a final sale and asked him if he still wanted to go ahead and exchange to a full split from a flex top. Mr. ****replied yes.  After setting up the order she again confirmed the change and restated that the exchange was a final sale.  The exchange was completed on 2/11/22.  We have supported the mattress under the terms of the limited warranty.  On 3/24/22 we replaced the cover for Mr. *****   The next contact was on 12/16/22 when Mr. ****called regarding the foot warmer and asked if he could exchange back to the flex top mattress.
  
  Mr. **** was fully informed that the exchange was a final sale.  We will continue to support his mattress under the terms of our Limited warranty.
  
  
  Best regards,
  
  Executive Team Consultant  
  
  

• Initial Complaint

  Date:12/22/2022

  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 been promised a full refund for returning my bed from Sleep Number because the bed was giving me serious back pains and problems. To resolve this, I was guaranteed my money back. Sleep Number picked up my bed months ago, and I have been trying to get in contact with them and they will not respond to give me my promised money back. I believe that I am currently owed about $300.00 from Sleep Number. They will not comply and follow through with their promise.

  Business Response

  Date: 12/23/2022

  December 23, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: ****
  Case #  18627099, and  17591254
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer,Ms. ****.
  
  According to our records Ms. **** purchased a mattress and bedding items for a total of $3,772.52.  She has been refunded to her Synchrony account $3,772.52 after the return of these items.
  
  We have settled this amount with *************** Ms. **** needs to pursue this with Synchrony Bank.
  
  
  Best wishes
  
  Executive Team Consultant