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

  3 Wolf Rd Albany, NY 12205

• 

  Sleep Number

  2002 N Prospect Ave Champaign, IL 61820

• 

  Sleep Number Corporation

  4840 McKnight Road Suite A Pittsburgh, PA 15237

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:11/17/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a sleep number bed and was told it would be delivered approximately 2.5 week after we paid (fully) for the bed. The date of delivery was scheduled for 11/16/2022. I received a text on Monday 11/14/2022 that the deliver will arrive between 12:00 noon and 3:00 pm. One hour before deliver, I get a phone call that my shipment would be delayed until 12/05/2022, an additional 2.5 weeks. They have offered me the delivery fee back. Which is unacceptable! This is *****'s for major issue!!!!! The time frame for delivery is the same time frame as if I went into a store today and ordered another matters new. This is unacceptable and needs to be resolved.

  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. *********** sincerely apologize for the delays in delivery.  The shipping process was delayed on this order,and we are doing everything within our control to fulfill this order.  Mr. **** is scheduled for the soonest possible date at this time.  We are still actively working to see if we can provide a sooner date.  
  
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:11/10/2022

  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 bed Sept 2021. Started experiencing issues a few months later. Bed just stopped working on one side. When adjusting the head, one side wouldn't return back to flat. Probably put calls into Sleep Number once a week for several weeks. Got a Sleep Number tech to FINALLY come and take a look. The guy was probably here less than 5 minutes and couldn't figure out the issue. Said he was going to put a request in for a new base (which I find out wasn't true). Spoke to numerours Sleep Number reps who just transferred me from department to department or person to person because NO ONE can figure out the issue. Called Sleep Number AGAIN and finally someone tells me I need to contact the warranty ***** ******* and ***** (this was the first time I even knew they existed) who attempted to diagnose the issue over the phone. They sent parts and techs out to replace whatever they THOUGHT needed to be replaced. Bed STILL isn't working properly. Continuously provides errors on my phone app AND the iPads of the techs. Tech said that they're CONSTANTLY replacing parts to these beds. Eventually got in touch with a Sleep Number manager who sent me a remote and a new control box. She claims this will solve the issue no question. Sleep Number techs were here YESTERDAY 11/9/22 and bed still DOES NOT WORK. Still getting errors on app, remote, and tech's iPad. Called ******* and ***** who are telling me they need to send ANOTHER part and ANOTHER tech out, however, now I need to PAY for the SERVICE CALL because of the one year warranty. I didn't tell ******* and ***** to install the WRONG PART the FIRST TIME. This is absurd. People spend thousands of dollars on these beds and shouldn't have these kinds of issues in the FIRST YEAR of OWNING IT, or ever for that matter. The bed supposedly has a 15 year life span? I don't think so.

  Business Response

  Date: 11/16/2022

  November 16, 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. *************** 11/10/22 Ms. **** spoke with a ******** Service agent at 4:02 PM.  A solution was offered and accepted my Ms. *****
  
  Best regards,
  
  Executive Team Consultant  
  

• Initial Complaint

  Date:11/08/2022

  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.

  My husand ************************* and I purchased a bed on 9/19/22 for $2723.26 at the Sleep Number store in ******** **. The order was placed under his name. This was a huge investment for us, and we were very excited to receive our new bed. We anxiously counted the days until 11/2, it was a long wait but worth it to finally have a good bed. On the date of our scheduled delivery, my husband received a phone call from one of the delivery technicians. He stated he was not allowed to enter ******************* (we live on an Army installation and were told this was not a problem). The truck and the other technician were allowed to enter, just not this specific person. Considering the only reason someone would not be allowed to enter would be due to an active arrest warrant or history of serious felony, this was extremely concerning to us and I sincerely hope this gentleman has been fired because someone like that should not be entering unknowing people's homes! After a great deal of fighting, our delivery was rescheduled for a few days later, on 11/5/22 (today). The delivery technician had been keeping in touch with my husband all day, told him they were on there way, then told them they were about 30 min away, etc. Then suddenly he received another call, this time the delivery technician told him they didn't check to see if our order was on the truck before they left and they don't have our bed. It is still in *******, 2 HOURS AWAY and that we will not be receiving our bed again today. This is infuriating and completely unacceptable. My husband and I have extremely busy and important jobs and twice now we have had to rearrange our work schedules and leave work to receive shipments that never arrived. They have no solution for us and no one is trying to help. We would like our bed delivered IMMEDIATELY and would like at least a partial refund for how much trouble, stress, and lost work this has caused us.

  Business Response

  Date: 11/09/2022

  November 9, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: ****
  Case # ********
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, **. ****.
  
  This order was cancelled by the customer.   We sincerely apologize for the inconvenience and frustration.
  
  Best regards,
  
  Executive Team Consultant  
  

• Initial Complaint

  Date:11/07/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint on behalf of my my father. He ordered a $6,000.00 bed from sleep number. It took over a month to get a date for delivery. That was agreed on and not the issue, however it does pertain to the issue. The Delivery Was scheduled for November the 1st 2022. My mother which is not very healthy herself made sure that the old bed was moved out of the bedroom and the area was prepared for the delivery of the sleep number bed. My dad is a lung patient. He is on oxygen All the time day-and-night because of his breathing difficulties. He sat up all day waiting on delivery excited for his new bed he is also a veteran by the way. The delivery drivers made it to our town because they were seen by another family member. They apparently told their *********** that they could not find my dad's residence and that he was apparently on a mountain and they returned my dad's bed back to the warehouse. They did not even call my mother and father and ask for any further directions They just left. My mother would have gotten her car and met them somewhere to bring my dad's bed. he is chronically ill and needs this bad. Mom and dad were told that there is nothing thry can do and it would not be delivered to at least November the 23rd of this year. That is Unacceptable he needs his bed that he has already paid for and they will not even discuss getting the bed to him any earlier. I'm very disappointed in this company, to treat an ill elderly gentleman this way also a veteran. Please help me make this right and help me get his bed delivered before November 23rd. My mom and dad's house is not on a mountain it is on a straight road straight off of a major highway.

  Business Response

  Date: 11/09/2022

  November 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. ****.
  
  We sincerely apologize for the inconvenience and frustration this issue has caused. We will use this as a coaching opportunity to improve the customer experience.   I was able to move the delivery date to 11/16. 
  
  Instructions to call the delivery number are on the file. **************).
  
  
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:11/07/2022

  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 August 15, 2022, my husband and I purchased a New ************** 360 Smart Bed and ************ 360 Flex Fit 3 from Sleep Number at **********************************************************************, along with bedding for a total of $9,422.03. The order is below. Sleep Number advertised free delivery. Called customer service to have delivery fee credited back to the account. **************** sent another invoice with delivery fee taken off total. New invoice amount $9,153.54. The charge to credit account as of 8/15/22 is $9,422.03. I was told I needed to call the SYNCHRONY BANK to correct the charge. I can't do that; they won't believe me. I also believe the tax amount is wrong for delivery of the bed. **************** would not listen to that. Item Description Delivery Details Price New ************** 360 Smart Bed Home Delivery $3,499.50 SKU: S1ILE QTY: 1 ********************************************************* ************ 360 FlexFit 3 Home Delivery $4,199.00 SKU: SFA60 QTY: 1 Total Protection Mattress Pad, TXL Received at Store $83.99 SKU: ****** QTY: 1 Total Protection Mattress Pad, TXL Received at Store $83.99 SKU: ****** QTY: 1 Lyocell Ultra Sheet Set, SKU: ****** QTY: 1*** Ground $216.99 Lyocell Ultra Sheet Set, SKU: ****** QTY: 1 *** Ground $216.99 Essential Down Alternative Comforter SKU: ****** QTY: 1 *** Ground $188.99 Subtotal:$8,489.45 Delivery Fee:$249.00 Tax: $683.58 Order Total: $9,422.03

  Business Response

  Date: 11/09/2022

  November 9, 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. *************** 11/9/22 I spoke with ************** and verified that the amount charged to the customer is $9,153.54.  The delivery fee was removed from the order.  There is no tax on no charge for delivery.
  
  
  Best regards,
  
  Executive Team Consultant  

  Customer Answer

  Date: 11/09/2022

   I am rejecting this response because the overcharging on taxes still need to be resolved. In my original complaint, I stated taxes on the bed were overcharged; the bed and mattress were delivered to my home address with a tax rate of 6.7%, and I was charged ****%. Frame price $4,199.00, Mattress $3,499.50 for a total of $7,698.50. $7,698.5 x 6.7% = $515.80. I was charged ****%, which is $601.98, for a difference of $86.18 that needs to be refunded. Also, I was just charged another $268.49 as of November 9, 2022 - I don't know what this charge is, and I never approved it. As stated before Sleep Number is a ripoff. 
  
  
  
  

  Business Response

  Date: 11/16/2022

  Tell us why here...November 16, 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.  Ms. **** was refunded exactly what she paid, including tax. If the tax was originally over charged; a full refund covers the alleged error.   No additional charges from Sleep Number were processed on, before or after 11/9.  Or last transaction for this customer was process on 11/3 as a return credit.   
  
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:10/31/2022

  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 sleep number bed from them in 2019 and was told i had a 25-year warranty on the bed. It was never explained that the bed had a prorated warranty apparently as I called in today to try and get my issue resolved with my bed sliding as well as going flat on one side at night and was told even though its warrantied i would have to pay for the repairs. Also was not given any assistance in trying to figure out what the issue is they just wanted to sell me parts with no body diagnosing the issue in person and wanted me to pay for them so basically just buy parts hoping it fixed it and if not to go ahead and buy more parts until my issue is fixed which when the bed was delivered to my home and setup the sleep number representative told me that if i had any issues ever as it's under a 25 year warranty to go ahead and call and they would send someone out to fix it not a problem as the bed did cost almost **** dollars. I was happy until today when I reached out to them and was basically told I'm sorry they explained it to you wrong not our problem so now I have a bed I already paid **** dollars for 3 years ago that they want me to pay more money for because apparently when it was sold to me, they conveniently forgot to mention the warranty means if it breaks I still pay part to fix it. Terrible business and customer service. I either want my bed fix and covered 100% by the business and someone to come out and diagnose the issue instead of just throwing parts at it cause that's dumb or i want my money fully refunded as at this point I'm about to have to just buy a new bed again after only 3 years because this company does not stand behind its product

  Business Response

  Date: 11/01/2022

  November 1, 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 Mr. **** has been in contact with customer service and this issue is resolved.
  
  
  Best regards,
  
  Executive Team Consultant  

  Customer Answer

  Date: 11/01/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:10/28/2022

  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 purchased a sleep number bed and base. I tried to adjust a sleep well on the sleep number bed. I woke with major back pains and had to retun the mattress. I have tried several times to return the adjustable base, with the same answer. Adjustable bases are not returnable or replaced. This is crazy to me that a purchase of over $4000.00 is not refundable. I was told the base is compatible with any mattress and also a headboard is compatable as long as you have the sleep number brackets. Both are false. My new purchased headboard is not compatible and the adjustable base had to be modified with brackets to keep the mattress from slipping off, and the only feature that works on the base is with moving the head via a clunky remote that my dog would like to chew. When I purchased this base it had different sleep positions, night lights would come on when getting off the bed, feet warming, etc. These functions are not compatible with my mattress. I tried to exhange for a standard adjustable base, rather than the highest price base and was told, no. Returns/Refunds. This is not acceptable because it is technically hidden under your free trial with sleep number. Really, who would purchase something for over $4000. Dollars with a no return policy?

  Business Response

  Date: 10/28/2022

  October 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. *************** 8/14/22 Ms. **** and Mr. **** purchased a Sleep Number mattress and base.  The base is a final sale per our terms and conditions.   Ms. **** was refunded for the features that do not work when the mattress is not present. Sleep Number order ****.
  Our adjustable bases can be used with most mattresses sold on the market today not just Sleep Number smart beds.  We provide the retainer bar and remote at no cost.  
  
  The headboard brackets allow most headboards to be attached. The headboard must have a whole for the bolts.
  
  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, in bold print.
  
  We are not allowing a return of the Base per our Terms and Conditions
  
  Best regards,
  
  Executive Team Consultant  

  Customer Answer

  Date: 10/28/2022

   I am rejecting this response because:
  
  This practise is deceiving.  It should also be noted that if you return your sleep number bed then your $4000 base works the same as a $800 base. 

• Initial Complaint

  Date:10/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a bed through sleep number online the bed that we ordered was not the bed that we received we ordered their newest model we are being charged for the newest model but they gave us the old model that cost way less. They had a ************** guaranteed or your money back and they were supposed to take then all if we were not satisfied. We have called the company on two different occasions to try to get this issue fixed we told them that either we wanted our money back or to give us what we ordered. They will not fix the issue nor will they give us our money back...

  Business Response

  Date: 10/28/2022

  October 28, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: ****
  Case # ********
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. ****************** filing this complaint, a member of the Executive team has reached out to Ms. **** and offered a solution.  A contact number has been provided.
  
  Best regards,
  
  Executive ***************  
  

• Initial Complaint

  Date:10/26/2022

  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.

  Bought on September 2nd, 2022 Order number *********** Promised delivery on Oct 3rd, 2022, but still not happening. Negotiated an alternate date for Oct 18, but didn't happen due to a family emergency. Offered to deliver on Oct 26, 2022 by a customer service representative, but she put the wrong month and now they're going by that date. Nov 26, 2022 and according to the new customer service representative, because there's no availability of beds. How you had it on Oct 18, but not today if it was made "specifically for you" as the salesman said?

  Business Response

  Date: 10/28/2022

  
  
  October 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, ****.
  
  **** is currently scheduled for 11/14/22.  We sincerely apologize for the inconvenience and frustration this issue has caused. We will use this as a coaching opportunity to improve the customer experience.    *********************** are made on demand, when we cannot deliver the components are sent back to the warehouse. The nature of our logistics process does not allow for overnight storage of product that cannot be delivered. We are working to improve turnaround time for customer.  The date we have currently offered is the soonest.
  
  
  Best regards,
  
  Executive Team Consultant  

  Customer Answer

  Date: 10/29/2022

   I am rejecting this response because:  

  The date of delivery is unacceptable.  Sleep numbers already ran my loan and I'm starting to pay for a product way before having the chance to see it or use it. This bussines has disrespect me as a customer and I demand delivery before my first payment is due on Nov 9, and a chance to reject the delivery if Im not happy with the delivery.  
  

  
  

  Business Response

  Date: 11/01/2022

  November 1, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: ****
  Case # ********
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer,****.
  
  Our position remains the same. A member of the executive team has been in touch with **** and we are working towards resolution. 
  
  
  Best regards,
  
  Executive Team Consultant  
  

• Initial Complaint

  Date:10/26/2022

  Type:Billing 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 ordered parts for my sleep number 09/06/22. They did tell me pumps were hard to get right now. Anyway we also ordered 2 air ********. I chatted with an agent 10/08/22. Just checking on my order status. At that time after telling him I'm frustrated I've been sleeping on camping blowup matress he ask if I would like them to send my air ******** now. I was yes please. So he said it was all set up. So 10/14/22 I checked back at which time the agent tells me they are ready to ship. Today 10/25/22 I check back. Now I get an agent that tells me they haven't shipped and they can't ship them without me canceling my whole order and starting over. They have already taken my money for these items. It really upsets me that they lie and aren't up front with me. I'm so frustrated. I do have physical problems and I love my sleep number bed. Now I can't use it because I can't get the parts for it. It's worthless if you can't use it. I just need the truth so I can decide what to do about a bed. If I would have known when I bought this bed this would be a problem I would have never bought it and I won't recommend anyone else buy one either.

  Business Response

  Date: 10/28/2022

  October 28, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: ****
  Case # ********
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. **************** order for the ******** has been moved to it own order. They should ship out in a few days and get to Mr. **** sometime next week.
  We sincerely apologize for the delay and will use this opportunity for coaching.
  
  
  Best regards,
  
  Executive Team Consultant  
  

  Customer Answer

  Date: 10/31/2022

   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.