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:11/21/2022

  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.

  I paid $4,199 for an adjustable base (FlexFit 3). Bed was delivered on a Friday, I called the following Monday to express my dissatisfaction with the base itself and wanted to return ASAP. Sleep Number refuses to acknowledge my disdain for the base and tells me there's nothing they can do - bases are non-exchangeable/non-returnable. Only a business that does not value its product(s) would adopt such an extreme policy. After 5 calls escalating to supervisors each time, I continue to receive the same roadblock. I am now forced to exchange our mattress (within 100-day home trial) for a full split King (two twins) to simply accommodate my unwanted FlexFit 3 Base. If nothing else, future customers ought to be extremely aware of this poor business practice.

  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, Mr. *****
  
  We are not able to take a return on the adjustable base per our Terms and Conditions of Sale. We must uphold policy out of an obligation of fairness to all our customers. 
  
  Within our terms and conditions of sale, it states that the base is a final sale.  I had a copy of the Terms and Conditions of Sale sent to me and Mr. **** signed off agreeing to the terms as well as initialed at each bullet point pertaining to his order,including the one that states our adjustable bases are final sale items.  An item that has its own line for signature and was highlighted for the customer.
  
  ************** can return or exchange the mattress during his 100 nights trail.  Exchanges are final sale. 
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:11/21/2022

  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 bought my bed last year. When it arrived,I noticed the mattress did not reach both sides with about a 3 inch difference on the left side. The service tech said it had to settle. After a few weeks, I called again. A tech came out and took pictures and said I needed new foam. The techs came out got upset because the company had sent complete insides for mattress and replaced it. I noticed several wires hanging out and they undid bed and fix them. ******** was still about 3 inches from edge of frame, they said give it time and was I satisfied with their work. I said it was still not right, they said someone would get back in touch with me. This was March of this year. I kept waiting for a call and never got one. I called in November of this year (2022) and they sent techs out with no cost as this had been an oncoming thing. They came out and quickly diagnosed the issue which was it was the mattress cover and discovered I was losing air as well. They recommended a new cover for mattress and fixing air leak. Company advocate said because I waited so long since March, I had to pay $290 for parts to fix it but they would pay for Tech coming out. Since this bed was not right since I bought it I feel they need to correct the issue. I have been a customer of theirs for over 2 decades and had not problems with my first bed . I can assure you anyone looking at the bed would never purchase a sleep number bed and if this is not fixed, I will not be either

  Business Response

  Date: 11/23/2022

  November 23, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: ****
  Case #  18439799
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. ****.
  
  According to our records this issue was resolved on 11/21/22.
  
  Best regards,
  
  Executive Team Consultant  

  Customer Answer

  Date: 11/23/2022

   I am rejecting this response because:
  
  
  They have not yet came out to fix the problem.  I have asked what happens with this does not fix the issue with the mattress and their statement was they would revisit it then.  If after Dec 5 when they come out and it is fixed then will I accept it.  I am told them the same thing.

  Business Response

  Date: 11/28/2022

  November 28, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: ****
  Case # ********
  
  
  Dear Better Business Bureau:
  
  Our position remains the same, we will continue to work with Ms. ****.
  
  According to our records this issue is resolved.
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:11/21/2022

  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 complete bed on 08/19/2022. Sleep Number has made 4 attempts to deliver and install our bed to no avail. The first attempt the bed didn't fit without removing the foot board, which we didn't want to do, so the the install was not completed . The second attempt the installer didn't have the adjustable legs to complete the install. He advised us that Sleep Number should have mailed them to us however they didn't, and we where not advised that that we would be receiving them via mail. So once again the the install was not completed. The third attempt the installer called on the morning of the delivery asking if we had the mattress and the adjustable legs. He stated that the warehouse did not have our mattress. We advised him that no we didn't have the mattress but we did receive the legs, and that he had taken the mattress with him on the last attempt, so once again the the install was not completed. The forth attempt, The install advised us that he was given the wrong base. We purchased the FlexFit 3 base and they arrived with a standard basic base. NOT WHAT WE PAID FOR! once again the install was not completed. I called customer service to register a complaint, I was advised that the order was not put in the system correctly that's why the base wasn't correct. She promised that the order would be corrected based on what we purchased and we or now scheduled for Dec 5 for delivery. I don't understand why this order was checked and double checked before it left the warehouse.

  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, Mr. *************** sincerely apologize for the customer experience and are using his feedback for coaching opportunities.  Mr.****has already been given his desired settlement no further compensation is being offered.  Delivery is scheduled for 12/5/22,there are no sooner dates.
  
  Best regards,
  
  Executive Team Consultant  
  

• Initial Complaint

  Date:11/18/2022

  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.

  Our sleep number bed was delivered on 11/17/22 with all hoses missing. Our old bed was removed at the same time. It was made to sound like it wouldnt be a big deal to leave it deflated until they could ship the parts and have a tech out on 11/28/22 however after one night on this terrible bed I now have shoulder pain and a kink in my neck. I talked with the store who referred me to customer service and basically no one can do anything. Honestly this bed cost over $12,000 and the parts should have been overnighted and installed today.

  Business Response

  Date: 11/22/2022

  November 22, 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 left a voice message We encourage her to return the call at the number left in the voice mail.
  
  
  Best regards,
  
  Executive Team Consultant  
  

  Customer Answer

  Date: 11/28/2022

   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.

  however the response is still inadequate in my opinion and I would like other consumers made aware. The original fix date of 11/25 did not go well. The part they sent was just a mattress cover so I took off work to wait for the tech who got here and could still not fix the bed. The company offered to reimburse us up to $500 for other sleeping arrangements and an air bed was recommended. I would not have purchased a sleep number if my back could handle an air mattress.  So now HOPEFULLY we will receive a new bed on 12/5 which is  3.5 weeks after our good bed was removed and this useless one was left here. I would not recommend this company to anyone. 

• Initial Complaint

  Date:11/18/2022

  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.

  On August 12 or 13, 2022, I called and ordered a replacement remote for the Sleep Number bed. On August 14, 2022 the money was taken out of the checking account by automatic draft. I have contacted Sleep Number several times and they keep saying the remote is backordered. The bed is worthless without a remote. How can they sale new beds if they can't get remotes.

  Business Response

  Date: 11/22/2022

  November 22, 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:11/18/2022

  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.

  After months of dealing with faulty base for this bed a new one was installed on 10/20/22. However it came with a faulty bed light. They swapped it out. Now the bed is throwing an error code of e024. After spending hours on phone with support, they expect a cancer patient to disassemble the base of the bed to get to the pump which is impossible for me under my health issues. All I want is for the bed that I paid $8792 to work before I die.

  Business Response

  Date: 11/22/2022

  November 22, 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:11/18/2022

  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.

  On July 14,2022 we ordered replacement parts. We were originally told 4-7 business days to receive. They would only place the order with payment up front. A week had passed with no communication so we reached out. At this time we were told 4-6 weeks is the normal delivery times. We now have a flat bed. We continue to reach out weekly only to be told its back ordered. This should have been told to us up front. 13 weeks later we could not wait any longer and requested a refund on November 8th, 2022. I called on November 14, 2022 asking when I would receive my refund. The corporate office told me no later than November 17th, 2022. I called today November 18,2022 asking once again why I have not received my refund. I was told it was processed and sent back to my credit card. They are now telling me that it should be refunded by November 22, 2022. I do not understand why every time I reach out there is a new excuse or new date. The refund is all of $89.51 it is becoming unacceptable for the corporate offices not to have correct answers that correspond with their colleagues. I paid for this in July they should have the courtesy to refund as quickly as they charge. I honestly do not know where to go from here so I am hoping you are able to help. The photo attached is the receipt from July 14,2022 basically the only communication I received from them. Thank you

  Business Response

  Date: 11/18/2022

  November 18, 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 sincerely apologize for the delay.  It has been 8 business days since the order was cancelled.   It takes **** days at a minimum for the funding to show back to the customer.  Which is consistent with the date of the 22nd.
  
  Best regards,
  
  Executive Team Consultant  
  

  Customer Answer

  Date: 11/23/2022

   I am rejecting this response because:
  
  I have not received the refund as of 11/23/22. Please provide status. 

  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. ****
  Our position remains the same.  The refund was sent to Ms. **** Card and they have received it according to their records.  An email has been sent to the customer.
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:11/18/2022

  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.

  On 8/27/22 We purchased a Sleep Number mattress and base from Sleep Number and was aware that if we were unhappy with the mattress we could return it within 100 days of purchase but would have to keep the base and they would make the base work with whatever new mattress we bought. We returned the mattress within the timeframe, and when the pickup/delivery guys came to get it they told us that we would be receiving a bar to attach to the foot of the base and a remote to make the base work with our new Temperpedic mattress in the mail. We never received those items. After calling customer service to see when the remote and bar would be shipped, we were told that the remote is on national back order and that we cannot return the now non-functional base. Even though it does not work. All we want is either to be able to return the base so that we can purchase a functioning one or for them to make good on their promise and make this base work with the new mattress. Weve called customer service several times and also went to our local Sleep Number store with no resolution.

  Business Response

  Date: 11/18/2022

  November 18, 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. **************** **** spoke with a member of our Executive team, and we are working on a mutually satisfactory solution. A contact number was provided so that he could confer with ******************* 
  
  
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:11/17/2022

  Type:Delivery 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.

  Item purchased about June 10, 2022. Told delivery May take 2 weeks. After a month called again and told delivery May take 2weeks. Called several times over 5 months . Was told delivery would be by November 1 ***** as we live part time in another state. Called about November 7 , 2022 given computer chip manufacturing problems. Items was paid in full at time of order.Need delivery of this part as expensive bed is unusable without this item.

  Business Response

  Date: 11/17/2022

  November 17, 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 has been in contact with the customer and a mutually satisfactory resolution has been found.
  
  Best regards,
  
  Executive Team Consultant  
  
  

  Customer Answer

  Date: 11/22/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, .

  Sleep Number has made an attempt to correct and send the materials in question. But at this time no parts are received. When we receive the materials we will consider this closed. Sleep Number Company as promised delivery of these parts several times previously.

  *******************

• Initial Complaint

  Date:11/17/2022

  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.

  On May 2, 2022 we contacted Sleep Number **************** to request a replacement remote control for our Sleep Number bed. The remote had stopped working and we were unable to make any adjustments to our bed. We were told we could not order the remote separately, that the remote and pump had to be ordered as a set. So we ordered both items under our limited warranty (Order #: ***********) and pre-paid for the parts (we have to cover a certain percentage of the price of the part). On May 24th, we received an email advising that Sleep Number was experiencing supply chain constraints. As a result, there was a delay in shipping the Advanced DualAir Firmness Control system we had ordered. On September 9th we received the same email again. Now on November 16th, we have received the same email a third time. It has now been 6 months since we placed the order for replacements parts. This is not acceptable. If Sleep Number is having an issue getting parts from their current vendor, then they need to find a new vendor that can provide them with parts. The bed is impossible to sleep on. If Sleep Number is unable to provide replacement parts under their warranty, in a timely manner, a replacement bed should be provided. We bought this very expensive bed based in part on the warranty that would provide replacement parts so the bed would be usable for at least the duration of the warranty. The warranty period is still in effect and we cannot get replacement parts timely. At this point, the bed is barely usable; pain and a poor nights sleep is all we get from using the bed.

  Business Response

  Date: 11/17/2022

  November 17, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: ****
  Case #  18415722
  
  
  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