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

  7728 Mentor Avenue Mentor, OH 44060

• 

  Sleep Number

  275 Crocker Park Boulevard Westlake, OH 44145

• 

  Sleep Number

  26222 Novi Rd Novi, MI 48375

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:12/06/2022

  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 called SLEEP NUMBER about my 7 year old i8 quarter split bed not holding the sleep number setting and the "base" failing to articulate. I've spent $10k on my bed and accessories and was told my 25 year warranty actually de-esculates in coverage as the bed ages. I don't have a problem with that except THAT information was never disclosed to me. It's embedded in the fine print and the Sales folks use the 25 year warranty in their sales pitch. THAT practice NEEDS TO STOP. This just comes off as disengenoius, a used car salesmen comes to mind.The tech I spoke with in November worked with me via cell phone to diagnosis the problem, after over an hour, the conclusion was the pump needed to be replaced and because of the de-esculating warranty my cost would be $249.00. I pre-paid and placed my order and was told it would be expedited. 2 weeks have passed and I have not recieved my part. I called Sleep Number 12/3/22 and was told "it's on back order", when I enquired further she said it could be up to a year possibly, she just wasn't sure, WHAT! I asked to speak to a supervisor, who basically read the "script" , "sorry, I understand your frustration", blah, blah, blah. It made ZERO impact on her as to my frustration to a problem that should never happen or at the very least NOT AT THE COST OF THIS BED! When I asked if she thought it was resonable to wait for an undisclosed time frame for a replacement part she began to recite the "script" all over again. It has been very frustrating and I feel like I've been completely roused when I was told "this would be the last bed you will ever own", now how is that possible when Sleep Number is not standing behind their quality. Spent way to much money to be treated this way, at the end of the day, I want what I paid. I'm truly disgusted, especially after I personally convinced 2 of my fellow fire brothers in making purchases. Make no mistake, I will never vouch for this company EVER again.

  Business Response

  Date: 12/06/2022

  December 6, 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. ************** copy of his ******* Limited Warranty was provided to him in the owners manual upon delivery. The warranty is also available anytime on our website. 
  
  We 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. 
  
  An email has been sent to Mr. *** from the executive team, he can respond to the email with any questions or concerns.
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:12/01/2022

  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.

  They advertise a money back guarantee within 100 days of service but don't tell you about the $500 dollars you have to pay for pickup and delivery that is non refundable. They also don't tell you about the shipping and handling that you are accountable for. We went in to the store hoping we found a bed that would work. Wound up having to take out a $3000 loan and put $800 down on top of it and by the end of all the fees after we returned a bed that didn't work we wound up owing $280 to our loan and no money back in our accounts. This loan is continuing to accrue interest because of the hidden fees. So when it comes down to it we are still paying $1000 on a bed we don't even have.

  Business Response

  Date: 12/03/2022

  December 3, 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. *********** 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. 
  
  Mr. **** returned his mattress on 5/9/22. 
  
  The first paragraph of the Terms and Conditions clearly states that the customer is responsible for the shipping and return fees.  Terms and Conditions are presented to the customer for signature at the Point of sale.
  
  Mr. **** never used the label we sent him to return the Total Protection Mattress Pad.  The cost of the Pad is 117.57.  He also retained possession of the two pillows he purchased, for ****** each. He is responsible for the delivery and pick up as well as the bedding items he retained.
  
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:12/01/2022

  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 purchased the bed in March 2015. I was told that I had a 25 year warranty, and not that the Warranty was prorated after two years, and so there would be a cost involved with any replacement/repair. Nowhere on the Contract/Receipt does it say that, and I was assured when purchased that everything was covered for 25 years. Also, if they send a service technician, there is a charge for that. Deceptive. That information should be on the RECEIPT and on my purchase contract. Don't tell me to go into the website and view in small print all disclosures. They can update their website anytime, so how would I know when this was placed there. It is for certain not on my receipt. I called because my bed will not inflate, and after troubleshooting, they said I need an Air Chamber replacement, and I have to pay upfront before the order could be placed, even though it is on backorder indefinitely, so I pay $280.00 and wait maybe 6 months. UNACCEPTABLE. Bad enough I have to pay, but then you want me to pay and wait months for delivery while I sleep on a deflated mattress. BAD BUSINESS. Dishonest practices. I should not have to pay period, but for sure, I should not have to pay upfront and then not know when delivery will take place. Give me the part from a new bed then. I spent thousands for this bed, and this is bad service and also a dishonorable warranty.

  Business Response

  Date: 12/03/2022

  December 3, 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. ************** copy of her ******* Limited Warranty was provided to her in the owners manual upon delivery.
  
  Ms. ****has been sent an e-mail; she can respond to the email with any further questions.
  
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:11/29/2022

  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.

  I bought a sleep number mattress and base and was told at the store by the sales representative that everything was refundable and that I had a trial periodTo use the bed. When I call to return the bed because the mattress is really a glorified air mattress Im told that I am down over $2000 for the base because in the fine print I signed that was final sale

  Business Response

  Date: 12/03/2022

  December 3, 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. ****.
  
  Since filing this complaint, a member of our **************** team has been in contact with the customer and a mutually satisfactory resolution has been found.
  
  Best regards,
  
  Executive Team Consultant  
  

• Initial Complaint

  Date:11/28/2022

  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.

  The i8 Sleep Number bed is incredibly uncomfortable. We originally purchased the LE mattress in January 2021 based on the evaluation by the in-store salesperson and Sleep Number test. We only lasted a few weeks with that version. The company even asked for us to try 100 days, which was not an option as we were waking up achy every morning. Upon receiving the second store-recommended i8 version in February 2021 (based on a second in-store evaluation), I called numerous times within the first three months after receiving this second mattress, only to be told there is no refund available because it was our exchange. I attempted to sleep in bed last night only to wake up this morning in pain again, which is typical after sleeping on the i8 and prompted this new avenue to register a complaint. We purchased this newer model after being a Sleep Number owner since 2006. The original bed was wonderful, which lead us to purchase again. After numerous phone calls to the company and visits to the store after we received the i8 replacement, as well as seeking help from another SN store location, I am exhausted both from lack of quality of sleep, as well as investing time in contacting Sleep Number. I typically sleep in our spare room, or on the couch, as the situation is that bad. We are a very healthy, active couple with zero healthy issues. I have shared this issue with our chiropractor and advised to NOT think this bed is an option for one of the most important things a person does...sleep. Sadly, the practice has heard the same complaints from other patients.

  Business Response

  Date: 11/29/2022

  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,Ms. **** .
  
  We have worked extensively with this customer to find resolution.  She was offered a third exchange out side of trial which she declined.   All calls into and out of the customer service center are recorded.  Ms. **** has been consistently complaining of sleeping too hot.  No mention of pain was noted.
  
  ****************************** is outside of trial.  An email from the executive team has been sent to ****************************** for further resolution.
  
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:11/28/2022

  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.

  Purchased a split king ********************** M6 adjustable bed, with a two remotes 2015 at a cost of $7342.27. One remote failed several years ago and the other one just failed. The bed is unusable without the remote, because the air cannot be refilled. Sleep number has refused to replace the remote for free so we ordered a new remote on November 2, 2023 ($49.00 plus a delivery fee and tax) and was told the part would ship in 10 days. The remote has not arrived; we have called Sleep Number and they advised they do not have any remotes for this bed, and will not have them this year. They will not give us a date certain that we will receive the remote- and I asked if they would send someone to our home, use a universal remote to fill the air for our bed so that we can use it until our remote arrives. They have not agreed to do this. Sleep Number has not given us a date certain that the remote will arrive. Their warranty on the bed is useless, and deceiving, as they do not stand by their products.

  Business Response

  Date: 11/29/2022

  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. ************** member of the executive team has reached out to Mr. **** and offered a service date to cap and fill his mattress on 12/5/22. We left a message on his voice mail.  Caps are being sent to Mr. **** via *** NDA.  They should arrive by Friday 12/2/22.    Contact information was provided if this date does not work for Mr. ***************** regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:11/28/2022

  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.

  We purchased a Sleep Number in 2014. We were very satisfied with the product. We have told many people to purchase one and our family has done so. For some reason, our remote control stopped working in June 2022. Sleep Number **************** was great and we purchased a new remote. It is now November 27th, 2022, and no remote has come. It has been on backorder for 5 months. The mattress is absolutely flat and uncomfortable, and we are sleeping on the couch. We came up with some solutions for the company to help us such as:1) A new pump with remote; Response from SN: It is on backorder and no guarantees when that will be in either.2) A loaner mattress till the remote or a pump with remote comes in; Response: No, we will not do that.3) We asked, what solution do you have? Response: You can buy a new bed for 3k+!!!! They say on their website their beds last 15+ years. This company is a scam and not interested in working with their loyal customers. We could have purchased a regular mattress with an **** life span for a lot less money and without the customer service hassle.

  Business Response

  Date: 11/29/2022

  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. **************** Executive team has reached out to Mr. ***** however, his voice mail is full.  We have also sent out an email providing contact information.  Remotes are still on back order. We do have an alternative solution to resolve this issue. 
  
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:11/28/2022

  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 split king ******** on 9/22 with a delivery date of 10/28. On 10/28 when the delivery truck was within miles of my house based off the tracking information they send via email, I was called and told the truck broke down and next delivery would be 11/5. we already took our *** apart but after a few phone calls, we were given a delivery for the next day with a delivery window. The next morning arrives and that delivery is canceled and the representative told me it was because my ******** was still on the truck which was in the shop, we were rescheduled for 11/1 with a delivery window. 11/1 arrives, I called in the morning to confirm everything was all set and the *** would be delivered and was told everything was good to go. A couple hours later I received an email that my delivery was canceled and the reason I was given when I called was that my ******** was still at the dock and not on the truck. New delivery was 11/8. After speaking with a manager, I was told the real reason for the cancellation, my ******** was shipped back to the warehouse and earliest new delivery would be 11/21. I was already refunded the delivery fee and told 10% would be deducted from the price after the issue with delivery on 11/1. 11/21 arrives and the truck arrives at my house but there were no legs for the base so the base couldnt be set up. The rep on the phone couldnt give me a timeframe of when a tech could arrive to install the *** so I refused delivery since I didnt have the space to store this large king *** for an unknown timeframe. Legs for the base arrived 11/24 and techs were supposed to arrive today 11/26 with the *** and install. Today, I got a call that my base was damaged in storage and next earliest delivery is 12/14. I have had to rearrange my life and plans 4 times already with no product. Sleep number only offered an additional 5% off. This is not acceptable to me and I feel the minimum that should be discounted from the *** at this point is 20%.

  Business Response

  Date: 11/28/2022

  November 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. *************** email has been sent to ****************** at the email address listed on her file.   She can respond to the email if she has further questions or concerns.
  
  
  Best regards,
  
  Executive Team Consultant  

  Customer Answer

  Date: 11/30/2022

   I am rejecting this response because:
  
  I have replied to the email asking for clarification of the $$ amount they are discounting off the bed. They have yet to reply.

  Business Response

  Date: 12/03/2022

  December 3, 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. **************** position remains the same.  Ms.**** has been sent multiple responses over several days the last email was sent on 11/30/22 and again today 12/3/22.  
  
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:11/22/2022

  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 purchased a Sleep Number bed on 10/12/2020. After a year I noticed that my side of the bed was loosing air at night. I completed all of the trouble shooting suggestions that I found on their website. After completing the capping trouble yesterday I woke up to a complete deflated bed. I reached out to their customer service and they said I would have to replace the air ******** and that they were under warranty but I had to still pay ****** plus ****** to have a tech to solve the issue. When I purchased the bed I was told that it had a 25 year warranty and was not told that after a year any repair needed would be a prorated warranty. I can not afford a ****** repair within two years of purchasing this bed. I am very disappointed and would warn anyone trying to buy this bed. It is so surprising that after only two years of purchasing this product it will need repairs, especially for the amount I paid for this product.

  Business Response

  Date: 11/23/2022

  November 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, Ms.****.
  
  An email has been sent to the customer from the Executive team offering a solution.
  
  
  Best regards,
  
  Executive Team Consultant  
  

• Initial Complaint

  Date:11/22/2022

  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 had our brand new Sleep Number bed and base (~$8000) delivered to our home on October 27th, 2022. Since that time, we have had to have multiple calls with customer support, several visits to the ********************** and two separate tech visits to our home due to this faulty product. Neither my wife nor I are sleeping well in this bed and we both wake up in pain. We are told today that we must now pay $129 for the tech to come to our home AGAIN to see if they can fix the issue. We were told at the store today, to ask for a Comfort Solution when we called customer service and yet, the person on the phone would not provide that service. We then called the store back again tonightand no one answered the phone. To have a nearly $8000 bed for less than 13 months and to wake up in pain regardless of the setting of the bed seems like a colossal waste of money. We are asking, instead, to be refunded for this bed as obviously it is faulty and not operating as intended or as promised.

  Business Response

  Date: 11/23/2022

  November 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, Ms. *************** email has been sent to the customer from the executive team. We encourage Ms. **** to respond or reach out to the contact information provided.
  
  
  Best regards,
  
  Executive Team Consultant