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Business Profile

Bed Sales

Sleep Number Corporation

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Sleep Number Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1,113 total complaints in the last 3 years.
    • 332 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/29/2022

      Type:Product Issues
      Status:
      Answered
      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 in January of 2022 from the ********** ******** location. I was told of a trial basis for the sleep number matress but was never told that the base was a final sale. It was delivered the end of April and we trialed the matress an base for the alloted time that was allowed by sleep number. Me an my wife came to the conclusion we would return the matress as it wasn't what we had felt it was in the showroom. The technicians from sleep number came in June to get the matress and we were told by multiple customer service agents from ********************** that the adjustable base would work with any brand matress we chose. So we did that. I purchased a tempur pedic mattress which we have been happy with. However the base has been constantly acting up since I've used the tempur pedic mattress with my sleep number base. I called them right away an told them what error codes it was presenting with on my base remote. When you go to raise the head or foot up or flatten out the mattress it throws an error code an stalls within the process of changing your position. Sleep number sent a technician to come try an replace the motor box and wiring harness on the base. It worked for a short period an started presenting the same error code again. I call sleep number back and they reprogram the remote with me on the phone and it works then goes out again. We've been doing that process back and forth til August. I finally had enough of the games. The sleep number managers blame lock and ***** who make the base an they blame sleep number who sold me the base. After many failed attempts to get the issue resolved the manager from sleep number sends me another bed remote. I receive the remote and it works for a short time and starts again sending an error code. I called sleep number for a final time today to tell them what was going on an why I'm so upset with their product. The manager from sleep number hung up the phone on me. No solution as of yet to get my bed fixed

      Business Response

      Date: 10/01/2022

      October 1, 2022

      Better Business Bureau of ********* & ************

      RE: ****
      Case #  18122082


      Dear Better Business Bureau:

      Thank you for the opportunity to respond regarding the complaint of our customer, Mr. ****.

      According to our records Mr. ***** spoke with a member of the Executive team on 9/29 and the issue was resolved.    If Mr. ***** has changed his mind, we encourage him to contact the team member he was working with for further resolution.

      Best regards,

    • Initial Complaint

      Date:09/28/2022

      Type:Billing Issues
      Status:
      Resolved
      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 bed deflated on one side. The service representative put us through some tests and determined that the pump needed to be replaced. We paid for it with a credit card and she said we would receive the replacement part in 3 days. We did not. We never received a confirmation of the order (just a survey to tell them how they did). I called back and was told the item was on backorder and they had no idea when it would be in. I asked to speak with a supervisor and was told the item was made in ***** and due to COVID and supply chain issues there was nothing she could do and then she hung up, without giving me the order information. We would like to know when the part is expected and to take the charge off our card until it is delivered.

      Business Response

      Date: 09/28/2022

      September 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, ****.

      On 9/28/22 Mr. ****called and cancelled his order.  All calls into and out of customer Service are recorded for quality assurance.  Ms. ****was upset by her conversation with our customer service agent.   We sincerely apologize for the customer experience and are using the feedback for coaching opportunities.


      Best regards,
      Executive Team Consultant  

      Customer Answer

      Date: 09/29/2022

       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:09/27/2022

      Type:Product Issues
      Status:
      Answered
      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 9/3/2022 we went to sleep number and spent a great deal of money but my wife and I jumped into the purchase too quick with out thinking of measurements and we didn't realize that the headboard that we chose would not work for us because it would be too wide. Our nightstands would not fit so I called customer service and explained our mistake and asked if we could trade for a another that would work for us and they said no because the product was already made and that piece of furniture is final sale. I also read and understood the terms and conditions of their policy and agreed but I was hoping that they would take our mistake into consideration and work something out considering the money we spent.

      Business Response

      Date: 09/28/2022

      September 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. ****************** filing this complaint, a member of our **************** team has reached out to Mr. **** and left a voice message. We encourage ********************** to return the call at the number left in the voice mail.

      Best regards,

      Executive Team Consultant  

    • Initial Complaint

      Date:09/23/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 sleep number as I have health issues. The bed arrived the tech said that it was really loud on the inflate but he thought it was our old flood. I bought a rug as he recommended, it didn't help. The pump wakes me up all through out the night. I went back to the store and they had me turning off the pump at night but I wake up with a deflated bed and my bad hurt worse. I called the store with the issues and they referred me to corporate who said the 90 day return window. The bed is defective or not approapriate for old floors, either way it doesn't work and it needs to be returned.

      Business Response

      Date: 09/23/2022

      September 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. **************** **** took possession of her bed on 4/22/22.  Searching her file there are not attempts to return the mattress or contact made to customer service until 9/21/22.  Ms. **** had 100 nights to try the mattress.  She has passed that date by nearly two months. 

      We would be happy to support the pump under the terms of her warranty if it is determined to be defective.  A return currently is not an option.



      Best regards,
      Executive Team Consultant  


      Customer Answer

      Date: 09/26/2022

       I am rejecting this response because:
      I called ***** and the tech that installed, there might not be records of the multiple phone calls but I have phone records to prove it. The bed doesn't work on old floors and I can share my experience with social media and all the patients I have at my finger tips with health issues, so that they don't make the same mistake I did. 

      Business Response

      Date: 09/28/2022

      September 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. ****.

      Our position remains the same.  All calls into and out of the *********************** are recorded for quality assurance.  The first call regarding a return to **************** was on 9/21/22.  The 100 nights trial ended on 7/31/2022. We would be happy to support the pump under the terms of her warranty if it is determined to be defective.  Returning the mattress is not an option.



      Best regards,
      Executive Team Consultant  

    • Initial Complaint

      Date:09/23/2022

      Type:Product Issues
      Status:
      Answered
      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 our first sleep number bed. Total >$8k. $3600 for the base which we were told from our novi salesman it was returnable within 30days. We trusted it and signed the paper. **** e had our bed for less than 4 days and knew it wasnt the same bed we fell i. Love with at the store. It felt like an air mattress. We called to return and was offered to buy a $400 bed topper.we declined because we didnt want a softer bed. 4 days and they would not take back the base- they picked the bed up and the two men said it looked set up wrong we had to pay the restocking fee around $300.The customer service was the worst Ive worked with. The base is custom to a sleep number.. and after 4 days we should have been able to return it all

      Business Response

      Date: 09/23/2022

      September 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. **************** **** returned her mattress on 8/29/22.  She did not pay a restock fee.  Ms. **** did pay for the return pick up fee.

      We reached out to the store and had a copy of the Terms and Condition sent to us. 

      The first paragraph of the Terms and Conditions clearly states that the customer is responsible for the shipping and return fees. Additionally,Ms. **** initialed on the line under the statement typed in bold print that adjustable bases are a final sale and signed the agreement acknowledging that she understood all the terms.

      The adjustable base is not unique to our product and can be used with multiple adjustable mattresses on the market. We send out a retainer bar and a remote so that she could continue to use the base.



      Best regards,

      Executive Team Consultant  

    • Initial Complaint

      Date:09/21/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Store information ***** - ** - *********** - Eastlake-********** Store Phone Number: ************** Sleep Professional: Daynara ******************** rep ordered wrong item. I would like item I requested. Business is taking sale rep **** and refusing exchange. The only evidence to support my case is my partner who was with me and possible video of me at the store pointing to item I wanted ordered.

      Business Response

      Date: 09/21/2022

      September 21, 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 reached out to Ms. **** and left a voice message resolution. We encourage ***************** to return the call at the number left in the voice mail.


      Best regards,
      Executive Team Consultant  

    • Initial Complaint

      Date:09/19/2022

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased two pillows with my Amex end of August and returned them two weeks later for an exchange. I was told the two items would need to be refunded in two different transactions. I received one refund on 9/6 and when I looked I saw the remaining amount was sent to another card **** card. I checked my records and Sleep Number was able to give me the last four of the card, and I checked my account and no refund was given. Sleep number states they have sent the money and cannot provide and authorization code or anything for USAA to research the refund as they looked that entire week and no refund transactions were initiated that week of September. They are basically saying I am out of luck when they have my ***** and will not resolve even though USAA, the account manager and myself were on a 3 way call to explain they do not have any refunds.

      Business Response

      Date: 09/20/2022

      September 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. ************** researched the refund for the Pillows.  The order was corrected by our accounting department and the refunds were resent to the customers **************** card.  Additional refunds of $76.13 and $13.57 were processed on 9/14/22.



      Best regards,

      Executive Team Consultant  

      Customer Answer

      Date: 09/22/2022

       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.

    • Initial Complaint

      Date:09/15/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 original bed offered was a P6 360, which we were directed to by the salesperson named: **********, however, the bed was never delivered as we went back to the store to ask questions about when were we supposed to receive the items purchased and to be sent to our home, which never arrived.Upon arrival, we were met by another salesperson named: ******** who informed us of ****** notes on the file that we carried out the items upon leaving the store. We disputed the claim and were reimbursed for the sale, which was a fraud on ****** part. It was brought to our knowledge that she was in fact terminated for multiple discrepancies on accounts from within the store. Our entire order was canceled and regenerated, we went with a model which was more popular the iLE 360 Smart bed; this was scheduled to be delivered to us on 09/10/2022 and was on time. This purchase was for my wife's birthday and because of a car accident that has left her in constant pain, and inflamed her back. Already suffering from MS ****************** The delivery was a complete circus act. and with the bed-frame being dropped causing the frame to become separated or break. The fact that this happened as it (The frame) was being brought into the house and was carried by only one person which appeared to be a two (2) man's job; we are unsure if this was a manufacturer's defect or damage caused by the delivery persons and there were two people doing this instillation. After the bed was supposedly fixed by the person's setting it up. We discovered that the heating pad on one side did not work at all, although trying to repeatedly restart and reboot the app, using our smartphones and iPads with no results. We had to get an increase for financing which originally was for $8,100.00 from *************** and now with attempting to get a better bed weve added an additional $4,000.00 dollars to my wifes account to afford to get this new product line called the i10 We have turned to the company's

      Business Response

      Date: 09/16/2022

      September 16, 2022

      Better Business Bureau of ********* & ************

      RE:  ****
      Case # ********


      September 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, Mr. *************** sincerely apologize for the frustration and inconvenience created by the delivery experience. I have researched the customer file and found that the exchange was arranged by the owner of the account Ms. ***** I pulled several calls and could not find a dispute regarding the cost.   The cost of the exchange is $2,680.72 to upgrade to a different mattress.  Ms. ******* account was not charged an additional $4,000.
      None of this cost is related to the adjustable base.   I did move the delivery date to 9/30/22. If this date does not work for Mr. ***** we can change it to another date.   Ms. **** account was not charged an additional $4,000.

      The terms and conditions of sale are publicly displayed in several places on the Sleep Number web site.

      A member of the Executive team left a voice message on 9/16/22 to further understand the complaint.

      Best regards,

      Executive Team Consultant  



    • Initial Complaint

      Date:09/13/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      This is in reference to a Sleep Number Bed.My husband's side of the bed deflated. We called the on call customer service ****************** and they advised there was nothing that could be done but to purchase a new pump. This was in July. I paid for the pump which has been on back order. I went to the local store and was told to use the caps they provided and hook my side to his to reinflate.This did not work. I arranged for a technician to come out on 9-12-22. Two nice gentleman arrived and said not only was the pump broken ( it broke off inside the pump box) but we also needed new inflation tubes for his side. I quote one technician stated " I have never seen anything like this before". He called and advised them I needed a pump and tubing asap. He was advised pumps on back order and no guarantee when we would receive one. They called me back and advised what I had heard on speaker phone. This has been totally unacceptable. My husband has been through 2 eye surgeries and had to sleep on couch. My husband had been out of our bed for 2 months. The bed is less than 5 years old and indefinite how long his side will continue to be deflated. I was advised I am a number on a list and regardless of the severity of the issue I will have to wait until my number comes up.

      Business Response

      Date: 09/16/2022

      September 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. ****.

      We sincerely apologize for the inconvenience and frustration. The part is on back order, we do not have an ETA for the part.  Ms. **** has been added to the priority list so that when the part comes in, she will have priority. 



      Best regards,

      Executive Team Consultant  

    • Initial Complaint

      Date:09/13/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 August23,2022 I ordered a position remote to raise my bed up and down. I explained to them mine had quit working and due to medical problems I needed a new one. I was told I would receive it in 7 to 10 days. The cost $59.87. My credit card was charged aug. 24. It has been 20 days, I still do not have the remote. I have called twice the first time I was told they were running low and decided to send a different one and they are not sure of the ship date. I explained I needed it due to physical problems but they dont care, I called a few days later and got the same result. Tracking# ***********. Number I called is ***********.

      Business Response

      Date: 09/16/2022

      September 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. *************** sincerely apologize for the inconvenience and frustration. The part is on back order, we do not have an ETA for the part.  Ms. **** has been added to the priority list so that when the part comes in, she will have priority.   We are doing everything we can to secure the necessary parts and get them out a quickly as we can.



      Best regards,
      Executive Team Consultant  

      Customer Answer

      Date: 09/16/2022

       I am rejecting this response because:

      Because sleppnumber had the part and were getting low so they  choose NOT to send me one.  sleepnumber has 24 days since i

      put in my order still no part. Due to medical reasons I really need this part. 

      Business Response

      Date: 09/19/2022

      September 19, 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.  If we had the part to send Ms. ***** it would have been sent. We sincerely apologize for the inconvenience and frustration. The part is on back order, we do not have an ETA for the part.    We are doing everything we can to secure the necessary parts and get them out a quickly as we can.



      Best regards,
      Executive Team Consultant  

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