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 Corporation

  4840 McKnight Road Suite A Pittsburgh, PA 15237

• 

  Sleep Number

  17818 Royalton Road Strongsville, OH 44136

• 

  Sleep Number

  275 Crocker Park Boulevard Westlake, OH 44145

• 

  Sleep Number Corporation

  4400 Sharon Rd STE G21A Charlotte, NC 28211

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:09/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approximately 4 years ago, December 20 , 2019 I purchased a sleep number bed and the adjustable base. According to the salesperson and their ads, the bed came with a lifetime warranty. I also was not told that the base was from a different company so it would not be covered under their warranty. And I was not told that the warranty included service charges and labor charges. The bed stopped inflating within one month of me purchasing, they replaced the part that inflates. The base quit working shortly after, they came and replaced the pump and the motor. Again, this was within one month of my purchasing it. The issue kept happening, but it is impossible to reach anyone, I have sat on hold for hours on end without anyone ever answering. I finally tried reaching out to them online. I currently have a bed that is totally unusable, the ******** are completely deflated, the base has been stuck in "tv watching mode" for years so I am unable to lay flat or anything. Any warranty work is ****** service charge plus parts and labor, and they have no service people in my area so everything is done by whatever contractor is in your area. The last person was a television repair person who stated he didn't know how to repair it.

  Business Response

  Date: 09/14/2022

  September 14, 2022
  
  Better Business Bureau of ********* & ************
  
  RE:  ****
  Case # ********
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. ****.
  
  According to our records that last attempt by the customer to contact ********************** was in 2019, there has been no contact by the customer in 3 years.  Repairs done by the manufacturer are not recorded in our system. 
  
  We will continue to support the mattress under the terms of our warranty.  Ms. **** can contact Sleep Number customer service at **************
  We replace the adjustable base per the manufacturers warranty on 3/8/2019. No charge to the customer.
  On 1/3/2019 a replacement pump was order. ** to the customer. 
  An order was placed on 7/28/2018 to replace the pump.  We installed on 8/4/2018.  ** to the customer.
  
  
  Best regards,
  Executive Team Consultant  
  
  

• Initial Complaint

  Date:09/12/2022

  Type:Sales and Advertising 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.

  Bought my second Sleep Number mattress in 2019. The salesperson at the store convinced use to buy the flex top mattress (about $600 more) telling us we can buy the adjustable frame at any time. Just went back to the store - they no longer sell the frame separately and refused to find a way to accommodate a loyal customer. The salesperson acknowledged that we were promised ability to buy a frame later. But neither he nor the manager would do anything to help use. To top it off, the manager was rude and dismissive.

  Business Response

  Date: 09/14/2022

  September 14, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: ****
  Case # ********
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. *************** 9/12/2021 Mr. **** spoke with a member of the consultants team and was offer a quote for the cost of adding a base to his mattress.  He is considering the quote and will call us back.
  
  
  Best regards,
  
  Executive Team Consultant  
  

  Customer Answer

  Date: 09/15/2022

   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:09/12/2022

  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 11, 2022, my fianc and I purchased a Sleep Number bed from the company's website. A few days earlier, we visited a store and had a great experience. We were told at the store production time was approximately 4 to 6 weeks. After placing the order, the earliest deliver we could select was September 10, 2022. Although that was not ideal, we awaited the delivery date. I received 3 reminder text messages confirming the delivery date. One on July 14, another on August 11, and the last on September 3. On September 8, two days before delivery, I received a text message stating my delivery would arrive between 8 am and 11 am on September 10. My fianc made special arrangements to make sure he was home for the entire window. At 11:30, he started contacting the company. He was disconnected from the first agent he spoke with. She called me (which was the number on the order) around 5 to 10 minutes after getting disconnected. By this time, he had another agent on the line. The second agent stated he would receive a phone call with an order update within 15 minutes. After 45 minutes and no phone call, he called the company yet a third time. This time he was finally informed the entire route had been canceled, including our order, and the expected delivery date would be in November or December, which is completely unacceptable. The company has held the money (over two grand) for two months and are now giving an estimated time frame of 2 to 3 more months. He requested that the order be canceled and the money refunded. He was told the order was canceled and we would receive an email confirmation. Approximately two hours have passed and we have not received a confirmation email. Also, the only method of refund was to the credit card we originally used to pay with. We have paid the charge on the credit card in full, so now we will have to wait at least a month until the statements cycle out to receive a check from the credit card company.

  Business Response

  Date: 09/14/2022

  September 14, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: ****
  Case # ********
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. ***************** order has been cancelled.  The funding return to the card that was used for the purchase as is required by law.  The funding settles overnight and it is up to the credit company to make that information available to the customer.  Usually **** days.
  
  An email receipt was sent to the customer at the email address on the file ********************
  
   We sincerely apologize for the inconvenience and frustration. 
  
  
  
  
  Best regards,
  Executive Team Consultant  

  Customer Answer

  Date: 09/16/2022

   Better Business Bureau:
  

  I have NOT received an email confirmation that the order was canceled, but I will accept the company's response to the BBB that it was.  I have confirmed with my credit card company that the refund has been issued.  Thank you for your assistance in this matter!

• Initial Complaint

  Date:09/12/2022

  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.

  Purchased for $8900 a sleep number 360 bed from the ********** associate. I am dying of cancer and have never nor has anyone else slept on the left side of the bed. Nor has the foot warmer been turned on. I moved last month for family assistance while I die from pancreatic cancer. I moved to the other side of the bed due to the room layout. Foot warmer doesnt work. After paying over $140 to have two new warmers shipped I received them today. After opening the box I got two warmers which have both male adapters and will not work. Called support that states I have to wait until 10/4 for their technicians to state wrong part was shipped. They refuse to credit my account for the money spent nor are willing to send anyone out sooner than a month out

  Business Response

  Date: 09/14/2022

  September 14, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: ****
  Case # ********
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. **************** **** spoke with a Service representative on 9/10.  We explained that the female adaptor come from the control box on her base.  The male adapters will attach to this.   We have also moved her install date to 9/16/22.  
  
  Ms. **** was informed on 9/14/22 by a member of the Consultants team.  We left a message with contact information and the new date.
  
  Best regards,
  Executive Team Consultant  

  Customer Answer

  Date: 09/16/2022

   I am rejecting this response because:
  
  Technicians arrived today and stated it was not an issue with the foot warmers and this is a known issue with the control box.   I was told to call sleep number support.  1.4 hrs on the phone to find out I have to pay for a new base control box for a KNOWN issue.   I have paid for a new control box and they stated I have to hire my own technician to install it.  Here I am fighting cancer and am out even more money for a known issue

  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. ****.
  
   Our position remains the same.   We are doing everything we can for Ms. *********** We have ordered a control box for here and it will ship out in the next couple of days Next day air if it is not on back order.
  We will be tracking the part and arranging install as quickly as possible.   We can install on 9/22 if the date works for **************** and the parts are available.
  
  
  Best regards,
  Executive Team Consultant  
  

• Initial Complaint

  Date:09/12/2022

  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 am currently waiting on a technician to come Tuesday to investigate what is the worst bed I've ever slept on. The bed is still within its 1-year warranty, but my wife and I are experiencing numerous physical problems with the bed as well as issues with their phone application, which seems to be malfunctioning and not setting bed pressure correctly throughout the night. I have brought these problems up to Sleep Number who has said they will send a technician out on Tuesday. They have informed me that if certain parts need replacement there is no ETA as they are experiencing shortages. They cannot provide parts for the beds they are selling to customers but are continuing to sell new beds. I have expressed that since they are unable to reasonably satisfy the stipulations of their warranty that I receive a full refund so I use my money on a mattress that is not malfunctioning, as they will not simply replace the bed with a new unit. They have insisted I cannot get my money back even though their product is malfunctioning, they suspect multiple parts are to blame, and they may not be able to supply said parts to repair the bed. Ridiculous.We purchased the bed through ****************** at Store ***** in *******, **. Store number is ****************. I just want my money back as their company is lying about the support they can provide for their products.

  Business Response

  Date: 09/14/2022

  September 14, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: ****
  Case # ********
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer,Mr. ****.
  
  Mr. **** with a member of our Consultants team on 9/13/2022.    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:09/12/2022

  Type:Product 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.

  Early Feb 2022, our Sleep Number (SN) bed pump began to malfunction. While the pumping function works as expected, the pump Wifi function does not work. This means that data related to sleep quality data is not transmitted to the cloud for trackingone of the main reasons for our purchase of this product. Additionally, because of this, the pump self reboots itself every `10 minutes trying to resolve the connection issue. This causes an annoying several clicking noises disrupting restful sleep.On Feb 8, I contacted SN support. After attempting troubleshooting, it was determined that the pump needed replacement and an order was placed. Order # *********** dated Feb 8, 2022 for quality 1 Legacy SleepIQ, Dual, 1 remote was placed at a prorated price and my credit card was charged $132.35 on Feb 11. I have contacted SN several times over the past 7 months. After several months, they did refund a portion of my money but at this time SN still has $59.07 of my money. I do not have the part and SN will not disclose any estimated date when they will receive blaming "supply chain" issues as the cause for the delay. It is clear that SN knew when they charged my account the money for the pump they did not have stock and the inventory outage would be lengthy. They also cannot give plausible explanation as to why existing pumps could not be retrofitted to work on our bed.

  Business Response

  Date: 09/14/2022

  September 14, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: ****
  Case # ********
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. *************** 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.  At the time of the sale, we did not anticipate a lengthy outage.  We have done everything we can to secure parts for all our customers.
  
  The new 360 pumps do not work for Legacy model bed because the new style pump do not have hoses attached to them.  The hoses attach to the air ******** on each the side of the bed, run through the bases and attach to the pump at the foot of the bed.  ************** a pump with hoses attached to the unit that connect to the air chamber at the head of the bed. Additionally,the software is not compatible to support a legacy mattress. 
  
  
  
  Best regards,
  
  Executive Team Consultant  

  Customer Answer

  Date: 09/17/2022

   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:09/08/2022

  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 ordered a replacement remote for our Sleep Number bed on August 1, 2022. My credit card was billed on August 3rd, 2022 but I still have not received the replacment remote. I have called multiple times to check on status and am told the item is back-ordered. You can still buy a new mattress and get a remote yet it seems just to get a replacement remote they do not have any in stock. I do not understand why they have charged my credit card for something they can not provide. It seems the priorty is to sell new mattress packages and not support existing customers that need replacement parts. For someone who needs to often change settings to get a good night sleep this makes our mattress useless.

  Business Response

  Date: 09/10/2022

  September 10, 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, he will have priority. 
  
  The new 360 remotes do not work for Legacy model bed.  We are doing everything we can to fulfil this order.
  
  Best regards,
  
  Executive Team Consultant  
  

• Initial Complaint

  Date:09/08/2022

  Type:Billing 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 placing my order for a king 360 iLE mattress on Aug 18, it was delivered out side the given time frame September 7th.The delivery team set the mattress up and when they used my phone to program the pump it gave an error message "can not connect bed, already connected to another bed" they kept trying to fix it with no luck.The bed is supposed to have 6" comfort layers and a 12" total height. It measured 11-1/4".I rejected the delivery because the pump had been connected to another bed. They tried to sell me a used bed as a new bed. The delivery guys grabbed the bed and went out the door and never came back with any paperwork for me to sign for the rejected mattress. **************** transfers me to different departments and they tell me I have to wait the 100 day period before I can request to return it....how can I wait 100 days when I never received the product.I want my money back and for sleenumber and their finance company to remove their information from my credit report and a letter releasing me from any financial obligations from both companies.

  Business Response

  Date: 09/10/2022

  September 10, 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 send out used beds.  We sincerely apologized for the error regarding the pump. It is not our policy to send refurbished pump for a new order.
  The height of the mattress adjust as the foam expands.
  
  All calls into and out of the customer service center and recorded for quality assurance.  Mr. **** called on 9/8 to cancel his order.  ******* immediately cancelled the order and refunded his money.
  
  Best regards,
  Executive Team Consultant  

• Initial Complaint

  Date:09/07/2022

  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.

  Purchased an I8 bed and flexbase 3 from sleepnumber. We knew there was a 100 day return policy on the mattress and was told the base was final sale. But would work with any other bed. The base has cool features so we were ok with this. But My first issue is that the mattress never once felt like the bed in store, even after months of suffering every night, on top of that we had 4 seperate service visits about things breaking on the bed, or not functioning correctly from the start. We just started the return for the bed, and was told the base still is not returnable. Come to find out that the entirety of features the base has all run through the air pump which gets taken with the bed, so the app, lights, heating pad, sleep score settings, everything that made the base worth it is gone and all I am left with is a base that costs 5x as much as every other base on the market. Bottom line is this bed is getting returned due to the cover not staying on the bed correctlyZ, the magnets dont hold the bed in place ends up sliding 3 inches off the end, and the base doesnt sit flat upon return it stays about an inch off the frame. Now we are stuck with a useless base because of a product that didnt work like it was supposed to. I would like sleep number to take the bed and the base and let me be done with it. I gave it 100 days, I added all the after pieces you suggested to make up for the bed failures and still it fails.

  Business Response

  Date: 09/10/2022

  September 10, 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. **************** adjustable base is a final sale.  When a mattress is return the *** and the Footwarmers are part of the Mattress.  The underbed lighting still work manually with the remote.  The loss of the foot warmer feature is refunded to the customer.  Mr. ***** return order has been updated to include the refund.
  We provide the retainer bar and the remote for the base by *** when a return order is set up.
   
  
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:09/06/2022

  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 bought a sleep number bed for close to $10k in December of 2020, roughly 6 months later it started to act up so i called and was told that i need to deal with the base company (apparently the mattress and bed are under different warranties and through different companies), a fact that was never disclosed to me during the purchase process and would have definitely caused me to look at other options for our purchase. The base company (******* and *****) came out about 2 months after my initial warranty call and replaced 2 actuators and a control box. All was well until June of 2022 when i again started having the same issues that i had previously. After multiple calls and being bounced around between sleep number and ******* they sent me some parts which i installed and my bed still did not work! Fast forward over 3 months later and a sleep number tech comes out and tell me that they will replace the right side of my base. He leaves and a sleep number rep calls and tells me that i have to call ******* and get them to replace the base, like that's going to happen after they didnt even want their own technicians to come out. I am beyond past my limit with these companies and they dont seem to care one bit. If i pay $10,000 for a bed i expect it to last more than a year and a half. I don't think that's outrageous to expect.

  Business Response

  Date: 09/07/2022

  September 7, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: ****
  Case # ********
  Sleep Number customer # ********
  
  Dear **********************:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. **** .
  
  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