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

  2002 N Prospect Ave Champaign, IL 61820

• 

  Sleep Number

  4795 Riverside Dr Macon, GA 31210

• 

  Sleep Number

  5605 Slide Rd Lubbock, TX 79414

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/05/2025

  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 bought a split king sleep number bed in 7/2020. I called customer service because my bed was sagging. They sent me an email to do my own troubleshooting. I called them back to say I cant do the troubleshooting. I paid for a tech to come out $190. He was here about 5mins and just capped it put my bed at 100. He stated that after a couple of days if it starts sagging to call customer service and they will order the part I need. I asked if I would need to pay for a technician to come out again he said no. I called customer service today 3/5 ad vised what the technician said. The customer service agent said I had to pay for another technician plus the part. I explained I should not have to pay again because the guy didnt fix it the first time. Plus I had back surgery and cant bend down to move the mattress or look under the bed. I dont understand how Sleep number company expect Seniors to complete this task. A lil I want is for the company to fix my bed. Its only 4yrs old

  Business Response

  Date: 03/12/2025

  March 12, 2025
  
  Better Business Bureau of Minnesota & ************
  
  RE:*** ****
  Case #********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, *******.
  
  Since filing this complaint, a member of our Executive Team has reached out by email and voicemail to work on a resolution. We encourage self-troubleshooting and self-installation. The customer is responsible for the cost of service or installation of replacement parts after the second year of ownership. *** ****is in her 4th year of ownership. We sincerely apologize for the inconvenience and frustration this issue may have caused. We strongly encourage *** **** to respond to our email.
  
  
  Best Regards,
  
  ******
  
  Executive Team Consultant 
  

• Initial Complaint

  Date:03/04/2025

  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.

  On February 14th 2025 I purchased a split King climate cool smart bed with adjustable base from sleep number in ******************* for just under $9,000. On February 26th 2025 the bed was delivered. By the second day we noticed that the air pressures were not being maintained and that the app would show the correct pressure until a change was made and then it would show that all pressure had been lost. I contacted sleep number customer support on February ********* as well as the local store and went through troubleshooting and it was determined it was most likely a faulty pump / computer. I was advised a new pump and other parts would be overnighted to my house arriving on March 4th 2025 and that the best they could schedule a technician would be for March 11th, nearly 2 weeks since purchasing this item. It is of note that because the mattress will not hold air we are both suffering from back and neck pain as this is our only bed option currently available. On March 3rd I called back asking for an update on the items being shipped and was told they have not even shipped yet and would arrive by the 11th, not the 4th of March as originally promised. This is important because the local store has been communicating with the local service team who would try to come out sooner than the 11th once the parts arrived. I advised they have violated their contract to provide a proper working product and I would like to return the whole thing and they said they can but only the bed not the multi-thousand dollar base. In the original terms of sale the base is non-refundable if during the in-home trial policy you do not enjoy the mattress. I tried to explain to a supervisor that we can't enjoy the mattress because they provided a broken product and cannot fix it for nearly two weeks therefore I would like to refund the whole thing. They refused and offered no other supervisor options.

  Business Response

  Date: 03/12/2025

  
  March 12, 2025
  
  Better Business Bureau of Minnesota & ************
  
  RE:*** ****
  Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, *******.
  
  Since filing this complaint, a member of our Executive Team has reached out to *** ****and provided a satisfactory resolution. Service was completed on 3/11/2025. We sincerely apologize for the inconvenience and frustration this may have caused.
  
  Best Regards,
  
  ****** H
  
  Executive Team Consultant  

• Initial Complaint

  Date:03/03/2025

  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.

  The company states 100 nights to try the bed. It's been less than than. We bought 2 XL Twins and bed frames and did so over the phone with the ************************************. Was not told the 100 nights only covered the mattress and not the frame. Being told we have to keep the frame and I do not believe this is right. Why would anyone keep the frame as it it adjustable head and foot? They have sent hardware so it'll work with other mattresses but this frames is twice as expensive as other frames and we are being given ONE remote to operate BOTH sides. This is quite the scam in my opinion. So the frame pays for the mattress when you don't like it. I want to return all of it as I believed when I bought it I had the right to do in the 100 nights and I am still within the 100 nights. March 10th they come to get the mattresses, man are they uncomfortable. Paid an extra 400 dollars for mattress toppers to try to make them sleep able. These beds are downright terrible. The salesman on the phone did not tell me id be stuck with the frames which are around ***** dollars (not exact number). I believe this is a scam being run to cover the cost of the mattress(es) when you don't like it and return it. I signed nothing and bought it over the phone.

  Business Response

  Date: 03/07/2025

  March 7, 2025
  
  Better Business Bureau of Minnesota & ************
  
  RE: ****
  Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. ***************** filing this claim Ms. **** has been contacted by a member of the executive team and a resolution has been reached.
  
  Executive Team Consultant 
  
  

  Customer Answer

  Date: 03/07/2025

   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:02/28/2025

  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.

  I purchased a king sized sleep number bed in August of 2019. Recently the bed deflated on the left side and we contacted sleep number to come out and fix the problem and was charged $268.05 which included a mattress cover. Technicians were sent out to my home and the issue was seemingly fixed. Within a few days of the technicians coming out, however, the bed deflated on the right side. When we spoke to a ***resentative about the issue we asked if someone could come out to fix the issue as the right side was working perfectly fine prior to the technicians coming out. The service *** we spoke to (Jin or ***) said that they can send someone out to our house but explained that there would be a fee associated with it. It was explained to him that we should not have to pay since we do not believe we were at fault. He said that a manager needed to approve a technician coming out to the house free of charge and put us on hold to ask. Upon his return he said that his manager approved for someone to come out and fix the issue at no charge too us. A part (that is still in the packaging) was then sent to our house, however, no technician was sent out to service our request. Additionally, I was under the impression that we would not be charged for the parts but my card was charged $166.60 without my authorization. Upon calling sleep number again we have been given the run around with promises of someone getting back to us all to no avail. These beds are not cheap and quite uncomfortable when they dont work properly.

  Business Response

  Date: 03/04/2025

  March 4, 2025
  
  Better Business Bureau of Minnesota & ************
  
  RE: ****
  Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. *************** air chamber was ordered on 11/18/24 under the terms of the warranty, the part was not offered for no charge.  I pulled the call from customer service that was made on the 11/18/24. Ms. **** on 11/18/24 provided payment information to our automated payment system authorizing the ****** charge Mr. **** claims we processed without authorization.  We do not store credit card information on our system.  The representative who helped Ms. **** was confused about the install order process and did not catch his error. An installation service has been set for 3/11/25.  If this date does not work for Mr. ***** he can change it as needed.
  
  Executive Team Consultant  

  Customer Answer

  Date: 03/12/2025

  
  

• Initial Complaint

  Date:02/28/2025

  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.

  Spent $1400 on bed that the airpump has failed 3 times in 3 years. Paid for 2nd unit another $150 it quit in less than 1 year. Returned it to Kenwood store in *************. & they gave me another broken unit- someone else must have returned this one & they pawned it off on me. **************** will not help. I bought a product I thought would last ***** years, not 3 units in 3 years. DONT BUY FROM THESE SHYSTERS. I bought a $20 tire pump & now have control over my bed, but none of company's promises came true!!!

  Business Response

  Date: 03/04/2025

  March 4, 2025
  
  Better Business Bureau of Minnesota & ************
  
  RE: ****
  Case # ********.
  Sleep Number Customer # **********
  
  Dear **********************:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. **************** **** purchased his bed in 2020.  He purchased a warranty replacement pump in 5/2023.  Mr. **** has not made any other warranty purchases for his bed.
  
  Mr. **** states he was given a pump from the store.  We do not provide customers with parts at the ********************** level.  Mr. **** went around normal customer service and warranty at his own risk.
  
  We will be happy to replace his current pump if found necessary under the terms of the warranty.
  
  Executive Team Consultant  

• Initial Complaint

  Date:02/25/2025

  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 two Queen *** mattresses and adjustable frames on January 20th.- During the purchase process, the sales person told me I could exchange the mattresses within 100 days an only have to pay the 250 exchange fee (per mattress). I was never told I would need a different base.- In addition, the Sleep Number website indicates that any mattress will work with any frame. It never shows or states that a different frame for the *** vs P5. In fact, when selecting the mattress on line - it always shows the same frame for both bases. - When I went to exchange the mattress to the P5 - only then was I told I would need to buy an entirely different base. - I checked with customer service via online chat - and was told again that the bases were universal and any frame would work with any Mattress (see attached screenshot)- I was told to resolve this - I would have to escalate to the District Manager. I was told by the Store Manager - that I could not speak to the District Manager directly but he would check for me.- After waiting and hearing nothing back after several days - I checked with the Store Manager and was told the District Manager was unwilling to do anythiing to resolve the situation.The fact the District Manager was unwilling to even speak with me - just made me that much more infuriated.I started off as a very happy customer and ended up feeling unappreciated. lied to, ripped off, and scammed.

  Business Response

  Date: 03/04/2025

  March 4, 2025
  
  Better Business Bureau of Minnesota & ************
  
  RE: ****
  Case # ********
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. **************** **** spoke with customer service on 2/25/25. He will follow up with us if he wants to proceed with the proposed exchange.
   The PSE mattress is a Special editions and not compatible with some of our newer models.  We apologize for the inconvenience and frustration.   
  
  Executive Team Consultant  

  Customer Answer

  Date: 03/06/2025

   I am rejecting this response because:
  

  The response is completely meaningless.   I know I contacted customer service on 2/25/25 - the result of that call was triggered my response to the BBB.
  
  The issue is I was misled (lied to) by both the sales associate at the store, by customer service (prior to my call on 2/25) for which I provided screen shots of the misinformation provided to me.  AND the corporate website is completely misleading.
  
  I was told that the frame I purchased with the *** mattress would work with any mattress - and that is clearly not true.  Now I am forced to buy a new frame if I want to take advantage of the 100 day trial period of the Mattress.  i.e. I CANT SWAP OUT MY MATTRESS UNLESS I BUY A NEW FRAME - That is exactly the opposite of what I was told at the time of purchase
  
  It also appears that I filed the complaint against a particular store as opposed to Corporate Sleep Number.

  
  

  Business Response

  Date: 03/13/2025

  March 13, 2025
  
  Better Business Bureau of Minnesota & ************
  
  RE: ****
  Case # ********
  Sleep Number Customer # ***
  
  Dear **********************:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. ************* member of the Office of the Executive Team will be reaching out to the customer in the next ***** hours to work collaboratively with the customer to come to a resolution.
  
  Best Regards,
  Executive Team Consultant  

• Initial Complaint

  Date:02/25/2025

  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 a sleep number bed about a month ago and at the time of purchase we were told we were getting 18 months interest free financing. Then we received the bill and found it was only 6 months differed interest and the remaining 12 months we needed to pay both the principal and the interest from the first 6 months. Also we were never told that the base was none refundable or returnable on the 100 night trial. We are very unhappy about the whole ordeal and just want to return the whole works for our money back like we were told in the store.

  Business Response

  Date: 03/04/2025

  March 4, 2025
  
  Better Business Bureau of Minnesota & ************
  
  RE: ****
  Case # ********.
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. ****************** filing this complaint Ms. **** has been working with a member of the Executive team.
  Follow up communication is pending for 3/8/35
  
  Executive Team Consultant  

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased the bed in 2/13/2021 I was told that the warranty was for 15 years and at no point was I explained that the warranty decreased year by year. I have been having multiple issues with the bed, from not connecting to the system to deflating air matress constantly. 3 weeks ago the matress started to deflate to 0% air. I called tech support and followed all their direction and find out I have to replace the air chamber. They are charging me over $200. And they are telling me that I have to change both sides of the bed and that it is not covered by the warranty. I spoke with a manager and was told that I should have read the warranty that is on their website, and that there is no escalation to place a complaint. I have a bed that costed $6,674 that can't be used. This is deceitful sale practice and I need to get the replacement at no cost. I started to look online and there are thousands of complaints about the same issue. This company is taking advantage of customers selling a product that they know they will continue to profit due to the low quality of the product and their unexplainef limited warranty practices. I need to have them take responsibility for the cost of the repair. I have been having back pain due to the matress deflating down to 0% multiple times throughout the night.

  Business Response

  Date: 03/04/2025

  March 4, 2025
  
  Better Business Bureau of Minnesota & ************
  
  RE: ****
  Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. **************** ****s bed is covered by is 1/15-year limited warranty. Air ******** are sold as a set that zippers together to prevent comfort issues. ******* has chosen not to purchase the replacement parts under the terms of his warranty. Labor is not covered by the warranty. A copy of the warranty is delivered with the bed and is available online to be reviewed at any time.
  
  Mr. **** can reach out to customer service to purchase replacement parts under warranty.
  
  Executive Team Consultant  

  Customer Answer

  Date: 03/04/2025

   I am rejecting this response because:
  As I mentioned in the complaint I was not explained of this limited warranty at time of purchase. As matter of fact when I went to the store to get the toppers I was told that the warranty should cover it. I found this misleading and deceitful sales practices. I can't find the replacement elsewhere so they have a monopoly and sale you for the price they desire. This should not be allowed 

  Business Response

  Date: 03/04/2025

  March 4, 2025
  
  Better Business Bureau of Minnesota & ************
  
  RE: ****
  Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. **************** position remains the same.  The warranty information is available to be read at any time.  We acknowledge ****complaint and will pass the information to senior leadership.
  
  Executive Team Consultant  

• Initial Complaint

  Date:02/24/2025

  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 Sleep Number bed on June 5th, 2020. About a month ago, the bed started sinking in the middle and is not collecting accurate data on one side. I contacted customer service and was instructed to lift the bed, adjust the air to 100, and sleep on it for 3 nights, which I can't do due to its heaviness. They offered a technician visit for a $190 fee to perform this task only. I was informed that the issue could be either the pump or the air chamber. I was also informed the 15-year warranty would cover a portion of the cost to repair the bed. The cost would be covered 100% after the first year, 35% after the second year and 5% every year after. In a nutshell to resolve this issue I would need to lift the bed, install caps, endure discomfort for 3 nights, contact Sleep Number again, get a diagnosis, and then purchase an air chamber or pump, plus a service fee. If I am doing all of the work what s sleep number doing? How is this good customer service? I spent nearly $3000 on this mattress and an adjustable base and the mattress is broken after 4.5 years. This is unacceptable.

  Business Response

  Date: 03/04/2025

  March 4, 2025
  
  Better Business Bureau of Minnesota & ************
  
  RE: ****
  Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. **************** **** purchased her bed in 2020. She has a 1/15-year limited warranty.  The first year covers labor and parts at 100%.  After the first-year labor is not covered and parts are prorated starting at 65% and going down by 5% each year. After 5 years the warranty covers parts at 50%.
  
  Ms. **** can choose to have technicians come out and diagnose the issue for a charge of $190.  The technicians will not have parts, and she will need to pay again for the parts and a service to come and install.
  We sent video instructions to Ms. **** regarding how to troubleshoot and diagnose the air loss issue without a technician and the related cost.  This insures we send the right part the first time and saves the cost of a trouble shooting service.  Ms. **** does not need to fill the bed to 100 for testing and she can stop the test as soon as the results are clear. (if the chamber goes flat in an hour after being capped, she does not need to sleep on the bed for 3 more nights).
  
  Executive Team Consultant  

  Customer Answer

  Date: 03/04/2025

   I am rejecting this response because: I am writing to express my dissatisfaction with the resolution provided for the issue with my Sleep Number bed. The company sent a video demonstrating how to identify the problem with the bed. However, due to the considerable weight of the bed, it is not feasible for me to lift it in order to cap the endpoints and diagnose the issue.
  Additionally, I question the value of purchasing a Sleep Number bed if it ceases to function properly after just 4.5 years. A regular pillow top mattress would cost less and comes with a better warranty. I expected that owning a Sleep Number bed would provide enhanced comfort and reliable customer support. Instead, I find myself responsible for diagnosing issues, purchasing replacement parts,and performing installations, which is quite unreasonable.
  Though I have previously recommended Sleep Number beds to others due to my positive experience with the product, I am now regrettably compelled to reconsider.Moving forward, I will neither purchase another Sleep Number bed nor recommend them to others if this remains the level of service provided to customers.
  
  
  

  Business Response

  Date: 03/04/2025

  March 4, 2025
  
  Better Business Bureau of Minnesota & ************
  
  RE: ****
  Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. **************** position remains the same.   We sincerely apologize for Ms. ********** frustration.  We offer a service and there is a charge for that service. We have noted her dissatisfaction and will pass the information on the senior leadership.
  
  Executive Team Consultant  

• Initial Complaint

  Date:02/24/2025

  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.

  Company advertised a 90 day no obligation trial. Product isn't working for us. When I called after 30 days I'm told I have to pay original pick up/disposal fee, another puck up disposal fee for new mattress, and various other fees. Over $700 for this "Free Trial".

  Business Response

  Date: 03/04/2025

  March 4, 2025
  
  Better Business Bureau of Minnesota & ************
  
  RE: ****
  Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. *************** do not offer or advertise a 100-night risk-free trial. Although we do offer a 100-night trial for our smart beds, this trial is limited and does not include shipping charges. This is clearly presented in our Terms and Conditions of Sale.  The customer is responsible for shipping charges.
  
  Executive Team Consultant