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: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.

  Paid over $5000 for bed with 25 year guarantee and it will not function without a remote..A flaw with their design..The remotes are backorderd for months with no end date. They will not send a replacement unit. Unable to use bed. This is second remote that doesn't work. SLEEPING on uninflated bed , floor , or couch. Bought the bed due to back problems. I want a refund or a total replacement of a pump with a workable remote

  Business Response

  Date: 12/23/2022

  December 23, 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 inconvenience and frustration. The part is on back order, 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. 
  
  A member of the executive team has reached out to Mr. **** by email to offer alternative solutions.
  
  Best regards,
  
  Executive Team Consultant  
  

• Initial Complaint

  Date:12/19/2022

  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 and received a sleep number mattress on December 13th... as purported by the company it is supposed to be this incredible mattress - IT HAS TURNED OUT TO BE THE NIGHTMARE OF MY LIFE...It slides off of the base - it is wafer thin ... and I have an injured back which this mattress is causing me severe severe pain - while it slides off the base each time I sleep on it - I am a side sleeper and I do not move while I am sleeping - I simply sleep on my side and do not move most of the time... this obnoxious wafer thin no support at all keeps me awake - I have come down with the flu since getting it - I am a widow live alone and am NOT strong enough to pull it back on the bed by myself... I went to the doctor and my back condition is worsening because of this worthless non-supportive wafer thin mattress - I called to get it returned within the first week and the gal refused to send them back out and told me they had already disposed of my mattress - she refused to set up a removal of this torturous injurious mattress right away and said the earliest she could do it is the 21 of January OMG - I said that is unacceptable I am suffering and I am in pain because of this mess you call a mattress !She refused to set up an earlier pickup ... my back is worsening and I am suffering ... I am praying the BBB will help me in this and get them to come and pickup this mattress now!Before it turns me into a Cripple...My doctor is saying if my back gets worse I need to file suit against them I just want them to come and pick this up - I know they have teams of guys traveling the nation delivering and picking up the men who delivered it told me I am going to start leaving bad reviews everywhere on the internet if they do not send someone out here to pick this torturous mattress up now! My back will continue to worsen on this and make me a cripple!

  Business Response

  Date: 12/20/2022

  December 20, 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. *************** 11/18 Ms.**** purchased a C2 mattress.  The C2 mattress is our firmest mattress.   
  We have set up a pickup for the mattress tomorrow 12/21/22 for Ms.****. Her refund will settle overnight to her original form of payment.
  
  An email has been sent to the customer by the office of the executive team.  Please respond to confirm the pickup date.
  
  Best regards,
  
  Executive Team Consultant  

  Customer Answer

  Date: 12/22/2022

   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.

  AFTER CONFIRMATION OF REFUND - WHICH I HAVE NOT BEEN ABLE TO CONFIRM AS YET
  

• Initial Complaint

  Date:12/19/2022

  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 notice a tear in the fabric and the interior foam spilling from the bottom of my I8 mattress and contacted cust. service. I was told it was not covered? Odd. I am upset because I was sold this bed and told it had a ten year warranty. I would like the mattress replaced. Thank you.

  Business Response

  Date: 12/20/2022

  November 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, Mr. ****.
  
  According to our records the last contact we have had with him was on 8/29/21.  Mr. **** has not contacted us regarding his interior foam.  The foam is covered under the terms of his limited warranty. 
  
  Mr. **** has been emailed by the office of the executive team to facilitate resolution. We encourage him to respond to the email for resolution.
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:12/19/2022

  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.

  We purchased a king *** with a normal base in 2018. The SleepIQ feature worked for a few weeks, then stopped working. We went around and around with our local store and corporate customer support for about two years and they were not able to get it working at all. The pump was replaced, since customer service suspected that to be the issue, but that didn't fix it. I followed all of the troubleshooting methods myself, but nothing. The support person at our local store did notice something odd about how our account was registered, which she stated may have something to do with why we can't get the bed to connect, but it got to the point to where customer support told me they couldn't really solve the problem and were hoping that they could, and it went nowhere. Since then, we've had a pandemic, and I've had two kids, so we didn't really have time to fight with this anymore. Now that things have settled down the frustration is growing again that we paid $4,000 for something that we were never able to use fully. I wasn't able to return for a refund after the 100 days even though they began trying to fix the issue before the 100 days ended. On top of that, the mattress topper on this clearance model *** wore down within 2 years and created nice flat holes where we sleep. We are average size people. we are now basically sleeping on an air mattress. They really push the 25 year warranty in your face but the topper didn't make it to 2 years due to "wear and tear". They are slick on how they verbally sell the warranty. At this point I sunk $4,000 into a product that has never worked right, didn't last as long as I was told it should, and for customer service that doesn't solve their product's issues. What a joke.

  Business Response

  Date: 12/20/2022

  December 20, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: ****
  Case # ********
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, ******************** calls into and out of the customer service center are recorded for quality assurance.  According to our records there has been no contact with the customer since 8/24/2018. 
  
  We encourage Mr.**** to contact or Sleep  IQ specialist for assistance getting back on line. **************.   An email has been sent to the customer from the executive team regarding the foam.  He can reach us by replying to the email.
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:12/15/2022

  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.

  Placed order on 09-05-2022 Total amount paid was $7,779.14 While in the store, we were trying to make a big decision on whether to buy this bed and bed base and our decision was based off what the sales person stated, who we later discovered is paid on commission for each piece base and mattress. We were influenced by the information provided to us to make a huge purchase, "you don't need to worry at all, you can make the purchase and you have 100 trial and if you don't like it, it can be returned". These are the haunting words that we now know to be false. We can return "IT" if not completely satisfied. The sales person never disclosed "IT" meant only the mattress, not the base. We went to store to make the return of "IT" meaning base and bed and then it was brought to our attention that "IT" was just the bed. We looked in the store and no where does it display that the base is a final sale, no where. The sales person who has now received her commission both on base and mattress refused and denied the allegations of False Advertisement which influenced our purchase decision and never disclosed this information at anytime. We have had the bed and the base since September 29, 2022. The base has malfunctioned already and the mattress has deflated and it is all under the 100 day trail period. We requested a service technician come out, and we are still having problems with the base and mattress. "IT" is not comfortable and has a defect, issues already under 100 days. We requested a full refund, Sleep Number refused. We are requesting your assistance in recovering the full amount we paid for false advertising, nondisclosure of final sale, verbally or in-store and malfunctioning (lemon) base and air mattress. They will come back with the Terms and Conditions.....again, FALSE ADVERTISING VERBALLY! Thank you

  Business Response

  Date: 12/15/2022

  December 15, 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. **** .
  
  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.
  
  An email has been sent to Ms. **** for further resolution of this issue. We encourage her respond to the email with any questions and concerns.
  
  Best regards,
  
  Executive Team Consultant  
  

• Initial Complaint

  Date:12/14/2022

  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.

  Spent about $3,000 on a Queen *** that three years later I cant use one side because it leaks and sleep number wants another $254 to send a tech out to replace and repair. This is my second sleep number bed. My first had the mold problem of 2005/6. The whole inside of the mattress had to be replaced. The goodwill they bought with that prompted me to buy another one when I moved on from that relationship. The ****************, that they want to bleed my wallet dry on had multiple delivery dates while I slept on the floor for two weeks waiting for the *** to show up. Ive loved the ***s, the ***ding, and the customer service reps from ********************** I just cant stand by a company that wont truly stand by their products any longer. Im switching to a real mattress that wont nickel and dime me while bleeding me dry.

  Business Response

  Date: 12/14/2022

  December 14, 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. **************** ****ls warranty order was set up under the terms of His warranty.  Labor is not covered by the warranty and parts are prorated. 
  
  An email has been sent to ************ from the office of the Executive team in response to his desired resolution.  Contact with the Company.
  
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:12/14/2022

  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.

  Although the salesperson was nice the product was terrible and the base non refundable. I am supposed to be getting the best sleep of my life however I received my bed last month, slept on it 3 time, all 3 times on different sleep setting and woke up with excruciating back pain. This my friends is a glorified air mattress! It did not support my bigger frame at all. On the low sleep number my hips were touching the frame! Worst mattress I've ever slept in! Now I have a king size bed taking up my master bedroom and am sleeping on my old mattress again in my spare bedroom with no way to return the frame! They say it's compatible with all standard mattresses but fact is I font want any of it! It's a SCAM! They get you to buy the whole package but the most expensive part (the frame) is final sale, non refundable! Do not get scammed by SLEEP NUMBER like I did! I hope this helps somebody in the future.

  Business Response

  Date: 12/14/2022

  Better Business Bureau of ********* & ************
  
  RE: ****
  Case # ********
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. *************** had a copy of the terms and conditions of sale sent over. Mr. ********** the document acknowledging that he understood the final sale policy.
  
  On 11/17/22 we offered comfort solution. Mr. **** declined.  It can take several days for a person to get use to a Sleep Number mattress, and we do not recommend changing the setting every night.  This can cause more discomfort.
  
  We are not able to take a return on the base per our terms and conditions of sale.
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:12/14/2022

  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.

  Our multi thousand dollar mattress has an air pump in it which after approximately 17 months started smoking and stopped working. Our bed completely deflated and was completely unusable. Im glad it didnt fully catch fire and injure us. Sleep number could not have cared less about this problem. Ive been speaking with the company for over a month trying to get a replacement part so we can actually sleep on a bed. We have a 6 month old baby and proper sleep is imperative for both the health of my wife and my infant. Initially I was told the refurbished replacement pump would be mailed in 4-7 business days and that the rep upgraded it to two day shipping. That never happened so we contact support and were told it was on backorder with an unknown timeline. I then checked back and was told it should be shipping shortly and that what we needed was in stock. Then again when we never received anything we checked back and got the other answer that it could be another week or it could be multiple months without a working bed. We were also informed that sleep number is still producing the same bed and delivering new product in 4-8 weeks. Despite them offering a free refurbished part once available I asked to buy a new pump that they clearly have and they refuse. This is impacting my post partum wife and newborn. The company eventually sent a worker to use a basic air pump to fully inflate my mattress and their employee agreed that the original pump smelt like burnt plastic. Thankfully it didnt catch our bed on fire. Our bed continues to deflate and I had to purchase an automatic pump myself to intermittently inflate my own mattress. I understand that the company doesnt care about us now since they have our money from our purchase but the lack of concern they have for a pump nearly catching fire is truly astonishing.

  Business Response

  Date: 12/14/2022

  December 14, 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. *************** email has been sent to Mr. **** from the office of the executive team.
  
  We sincerely apologize for ********* experience, and we are using his feedback for coaching opportunities.   ********* order has been placed on the priority list and we are monitoring the process.
  We have requested the old pump be returned and will provide a label to Mr. ********************* regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:12/12/2022

  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.

  The base of our bed just stopped working. One side will go up but the other half of the bed will not. Then the app and the button on the side of the bed will not make the bed flat. I have called numerous times to troubleshoot. The only thing to be done is to get out of bed, unplug the bed, wait 30 seconds, plug it back in while holding the side button for another 30 seconds to make it go flat. NOT what we paid all that money for to experience this constant failure and inconvenience.

  Business Response

  Date: 12/12/2022

  December 12, 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. *************** email has been sent to Mr. **** by the ****** of ********* team to help resolve the issue. 
  
  We encourage him to respond to the email. 
  
  Best regards,
  
  ********* Team Consultant  
  
  

• Initial Complaint

  Date:12/08/2022

  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 360 Split King smart bed. The bed comes with a 15 yr warranty to fix or replace the bed. For the last few months the bed has been auto lifting to an upright position in the middle of the night while I am sleeping, during the middle of the day it lifts to an up right position when no one is in the bed (NO TIMERS ARE SET), and the bed is stuck in this position for sometimes hrs at a time. I have been reaching out to Sleep number at ************ for assistance and the store where I purchased it ************ speaking to the manager *****. ***** says that he sees all the notes and how often I have been calling seeking assistance and he was going to escalate my problem to corporate. This was *****, and I have still not gotten any assistance. More recently this bed is now auto lifting and getting stuck more often...about 5 or 6 times a mo in the last 3 mos. We keep being told there is nothing they can do to fix or replace if we cannot provide the error code that shows on the remote. Sometime there is an error code we provide and they simply say unplug the bed wait a few minutes and plug it back up. And sometimes there is not an error code and they say "there is nothing we can do, call us back when one appears on the remote." Once I was on the ph 3 hrs being transferred to around to 6 different people. The last per I was transferred to on that call was to the warehouse, the team that delivers the beds. I was so frustrated I just hung up. I shouldnt have to constantly crawl behind my bed and unplug it and then plug it back up. there is a warranty included in my purchase. I should at this point be receiving a new bed. The company wont even send anyone out to put hands on and check the bed. After mos of going though this, on a bed that Im still paying for, that has a warranty that is active. I should have received a replacement by now. Please help me get this resolved. Yet another big company taking advantage of the consumer.

  Business Response

  Date: 12/08/2022

  December 8, 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. **************** **** has been sent an email from the Executive team.  He can reply to the email with any questions or concerns.
  
  
  Best regards,
   
  Executive Team Consultant  

  Customer Answer

  Date: 12/11/2022

   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. I received an email confirming the delivery of a free base... Flextop King 360 FlexFit 2 at 0 charge, to be delivered on January 3, 2023 (delivery fee, 0) to my home. Although my expectation, based on the warranty, is the entire bed would be replaced, I will accept the base as a free replacement. Thank you so much BBB for stepping in and assisting me. BBB has managed to do, in less than 24 hrs, what I have been asking and trying to do for almost a year w/this company.