Business Profile

Bed Sales

Sleep Number Corporation

Headquarters

Complaints

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

Customer Complaints Summary

1,113 total complaints in the last 3 years.
333 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.

Initial Complaint
Date:09/06/2022
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 Sleep Number bed on July 16, 2022 for $4,400. It was supposed to be delivered on Friday September 3rd, 2022 between the hours of 1pm-4pm. I waited in my home for 8 1/2 hours and NO ONE ever came to deliver bed or called me to advise what is going on. I spoke with 6 different people in delivery, customer service, customer escalations and supervisors departments within the last 24hrs and NO ONE can tell me what happened to my order or where my bed is. I am 80 years old and am having a major shoulder replacement surgery next week which is why I purchased the bed and now my money is gone and I have no product that I paid for.
Business Response
Date: 09/07/2022
September 7, 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. ***************************** bed is scheduled for delivery today. The order has been dispatched. Ms. **** has been working with the executive team for resolution.

We sincerely apologize for the customer experience and are using his feedback for coaching opportunities.

Best regards,
Executive Team Consultant
Initial Complaint
Date:09/02/2022
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 paid over $1800 for a Sleep Number bed. Waited approximately 6 weeks for delivery. The delivery was on August 9th. They misunderstood the order and did not bring the correct piece to hook the bed up. The service department ask me to accept the bed and they would be back in a couple of days to fix my bed. After many phone calls I finally got a date of August 9th to set up my bed. They cancelled. Today, Sept 1st they were to be here to set up my bed and cancelled. For my trouble they have give me a remote and 2 sets of discontinued sheets. Today I get nothing but we are sort. I took a day off from my business to be here for the mattress. I have taken my bed apart and moved my old mattress twice. Now I have to put it back on my bed again. Now I have a delivery date of Sept 12 for delivery. Can you do anything to get my mattress hooked up on my bed before Sept 12? They will only cancel again Im sure. The bed was purchased in ************, **. Thank you.*********************** ************
Business Response
Date: 09/02/2022
September 2, 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 this issue has caused. Circumstance outside of our control caused the rescheduling. The dates we offered are the best dates we have to offer based on labor and product availability during these troubling times. However, we are still working on improving the date for delivery. If a sooner date becomes available, we will reach out to Ms. **************** style="mso-special-character:line-break">

Best regards,
Executive Team Consultant
Customer Answer
Date: 09/06/2022
I am rejecting this response because:

Maybe these are the only dates but they have cancelled on me twice. We are scheduled again for this Thursday. Hopefully, they will keep their appointment this time. Thanks ***********************
Initial Complaint
Date:09/01/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
So I bought my sleep number in September 4,2019. I just got marry and we wanted a good bed to sleep on and I have health issues Psoriasis arthritis and back problemsproblems with my hips etc. my friends told me about this sleep number 360. I got the bed and theres always a problem with my bed. The first thing was the cover teared and it was a couple months old. I was told when I bought the bed it was guaranteed for 25 years old. Now I find out all parts are probated and you have to paid for service people who dont speak English!! I had another problem in November 2021 my right chamber was leaking and they sent me 2 champers right and left. I didnt ask for my husband side and the rep on the phone just automatically put in on my sleep number card without asking me. I wanted to use another card. Now my bed as another problem of course!!!! The pump in gone on the bed. I had to wait 15 days for a service men to come and fix this bed!!!! I couldnt sleep on 00. Its would be on 45 and go right down to zero in the middle of the night. So now my appointment was today August 31th and sleep number sent 2 guys that dont speak good English cant understand and they left me with a broke bed. I called and talk to 10 reps and 2 out of 10 try to help me. Now I have to wait until September 7th for a another new pump and it August 31. The one rep try to get the service men to come back but nothing!!! I was **** and very emotional ?? and nothing was resolved quickly my bed is not online!!! I pay more money for my time!!! Its was 8 long hours!!! I am disabled and they wanted me on the floor!!! I am not a technician!!!!!!! This is not my job!!!! Your company is terrible. I was referred my friends!!!! I wish I never bought your dum bed!!! These beds are very expensive and I should be happy but very disappointed with my choice!!!! My number is ************ I need a new bed period this one is never worked right!! Best regards *********************************
Business Response
Date: 09/01/2022
September 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,Ms. ****.

An exchange is not an option for a mattress purchased in 2019. She has a 2/25 Limited Warranty.
Parts are covered at a prorated cost after the first two years. We will be happy to continue to support the bed under the terms of the Warranty.

We replaced the pump for Ms. ***** it should arrive 9/2/22 and she is scheduled for install on 9/7. 6 days from now. If a sooner date becomes available, we will let Ms. **** know.

Best regards,
Executive Team Consultant
Customer Answer
Date: 09/03/2022
I am rejecting this response because:

Because I was treated fairly on my sleep number bed this bed after a year has had 2 pumps not working snd bed covers on working. The bed mattress is always hanging off the bed. When I was sold the bed to me on September 4,2019. I was told this bed was warranted for 25 years.. not!! In the fine line of the contract its prorated every year so eventually the parts will be so expensive it wont be worth fixing!! I was told that by a rep at the company!! You have to pay for the parts and a non speaking English person who work for a 3 party. I ordered my parts for this bed and the shipping was fast but the service person wasnt coming until October 12th which is ridiculous already!! I would have to sleep on a couch for 6 weeks!! My husband called the campus for yelling at them. I also when yo the store I bought the bed. Finally a date of September 7th but I am a disability person with health issues thats why I got this bed for my bad hips and back. I am totally a hot mess not with a bed that is not working for me now. My husband can sleep on the left side but my tight chamber as no air in it with a new pump. The guys that came should know the part was bad??Then no communication with customers and them or sleep number!!! Now update is now my new pump came yesterday September 1st and my husband called a technician ************ and he walk my husband threw installing this pump so I can sleep!! Now when another service man comes all he is got to put this special cover on this bed. This was 10k and it shouldnt be breaking so soon. I am disappointed in this company. I have a balance on this bed for 2 more years what happen to the lemon law? Is it just for cars? They dont treat you special on the phone. I talk to 10 reps and 3 out of ten wanted to truly help me because I was so upset

Business Response
Date: 09/07/2022
September 7, 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 will be happy to continue to support the bed under the terms of the Warranty. We sincerely apologize for the customer experience and are using her feedback for coaching opportunities. Ms.**** is actively working with a member of ************ for support. We are scheduled for service again on 9/14.   We will continue to support the mattress under the terms of the warranty.

Best regards,
Executive Team Consultant
Initial Complaint
Date:08/31/2022
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 Split King 360 Smart Bed on 5/3/21 and I paid $7, ******. The bed was delivered on 5/21/21. On February 22 I started having small issues. I would get messages that my bed was flat when in fact the head area was raised so I had to play with the remote and it would go back to the flat setting. I tried to call but the wait to talk to customer service was too long and because the issue did not seem a big problem I did not bother to continue calling. However, the problem got worst so I called again and I was finally able to talk to someone on 8/3/22. However, after being on the phone for 33 minutes, she said that she needed to transfer me to someone else because she could not help me. After waiting on the phone for a long time, I opted for the option to schedule a callback. Nobody called me back. I called again and after waiting for a while, I requested a callback option again but nobody called me back. On 8/29/22, I called again and I was finally able to talk to someone. First, she didn't have records of my previous call on 8/3/22. She stated that my previous call was to Sleep Number and now I was talking to the warranty company which is a different company from Sleep Number bed. After she tried to reset my Smart bed, I was told that I needed a new head motor and because my warranty had expired after one year, she was going to find out my prorated rate to replace the part. I explained to her that this issue started before my warranty expired but it was very hard to get someone on the phone. She put me on hold for a while and then my call got disconnected. I'm not sure if this was on purpose but she had my phone number so she could have called me back but she didn't. I was on the phone for 55 minutes. It is absurd that after paying this much money for a bed, I can't get through customer service to fix my bed and then for the warranty to expire.
Business Response
Date: 09/01/2022
September 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,Ms. ****.

The warranty on Ms. **** adjustable base is held by the manufacturer.   I have requested their assistance on behalf of Ms. **** and asked them to give her a call.

We encourage Ms. **** to work with the Manufacturer for resolution. We will be happy to support Ms. ***** mattress under the terms of her warranty.

Best regards,
Executive Team Consultant
Customer Answer
Date: 09/05/2022
I am rejecting this response because:

I bought my mattress from Sleep Number company. Now Sleep Number is saying that the manufacturer is a different company and I have to deal with them? How is this possible? After so many calls, I still have not heard back from anyone and now that Sleep Number is trying to dump this issue to another company that I did not buy from? Have them contact me and let's see what they say and we'll go from there, but as of now I cannot agree with their response as I cannot trust that someone will reach out to me until they actually do.
Business Response
Date: 09/07/2022
September 7 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. Like many companies the Warranty is held by the manufacturer not the store.   We have reached out again to the manufacturer tp confirm that Ms. **** has been contacted.

We will be happy to support Ms. ***** mattress under the terms of her warranty.

Best regards,
Executive Team Consultant
Customer Answer
Date: 09/11/2022
I am rejecting this response because:

I have not been contacted by anyone yet. They can reach me by email or on my cell phone.
Initial Complaint
Date:08/31/2022
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.
We purchased a Sleep Number king **** top ******** in 2017 and paid over $10,000 for and was told we have a 25 year warranty on our bed. A few ago our bed stopped working so I called the number on the remote which was ******* and ***** and explained the issue to them. So they sent me out parts for one side of our bed along with a remote that will not tell you what your sleep number is which was totally useless. I called them the next day and told them again we have a **** top king ******** so then they send me parts for the other side of bed. My husband installed the parts for the ******** only not to work the way it was supposed to. Our bed has a **** top which we can move the top as each one of us would like and the bottom of the bed lifts together. So, I called ******* and ***** back again to let them know we only needed the grey box so the bed would work correctly. I was told that we either need to buy a new ******** or frame sorry not going to happen. So I called Sleep Number and they said they would send out a tech which they did and could not even get it to work. He said that he has never seen those parts on any Sleep Number ******** but that he had the same set up on his bed which is not a SN. So I called Sleep number back and she told they were going to call ******* ***** and explain to them what we actually needed for the bed. So a few days later I received the same parts again which was still not correct. I called Sleep Number back and spoke to **** and after taking to him ******* and ***** sent us parts for a older Sleep Number bed. I told him this was unacceptable that all I need is the gray box. **** explained due to covid they are no longer making the box that we need to make our bed work properly and basically there is nothing we could about it we just need to deal with it as he went on that he can't have his dental work done due to covid. I have a warranty on our bed and we want it to work the same way it did when we purchased it.
Business Response
Date: 09/02/2022
September 2, 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 Executive team has reached out to Ms. **** and left a voice message offering a resolution and asking for a return call to that team member. We encourage Ms. **** to return the call at the number left in the voice mail.

Best regards,
Executive Team Consultant
Customer Answer
Date: 09/02/2022
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. I spoke to ***** today and I am currently waiting on her to send me documents to sign. Once I received them I will read over and update.

Thanks
Initial Complaint
Date:08/29/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A Sleep Number bed was purchased in March 2017 under warranty and was completely paid in full with warranty remaining. We visited a local store and were provided with a hose to see if that was the reason one side would not remain inflated. On May 10, 2022 my husband reached out to Sleep Number by phone to request a replacement piece on order# ***********. He was told it should be shipped in a few weeks as they were having issues with parts and had to reconfigure new models to accommodate older beds. I called back 2 months from the time the order was placed and was advised there was no ETA on when we would receive the part. We were charged a prorated price based upon the warrant and the fee was billed to our credit card in May. As of August 29th we are still waiting for the part and have to inflate the side of the bed multiple times a day. I am frustrated because what is the purpose of purchasing something with a warranty, having to immediately pay a prorated fee, but not getting a timeline for a replacement part. at almost 4 months from the order placement This bed was a significant purchase, approximately $8k. It is also the 2nd bed we have purchased from Sleep Number.
Business Response
Date: 08/31/2022
August 31, 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.

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. Ms. **** bed needs a pump with hoses attached to the unit that connect to the air chamber at the head of the bed.

It sounds like the Pump is working to fill the air chamber. The chamber can be capped off to hold the air until the new pump arrives. Caps can be picked up at the store for no cost. Ms. **** has a 2/25-year limited warranty. The mattress was purchased in 2018. The warranty covers parts at full price for the first two years. In the third year the proration starts at 72%and goes down by 4% each year. Ms. **** is in the 5th year of the warranty. We covered 64% of the cost.

Best regards,
Executive Team Consultant

Customer Answer
Date: 08/31/2022
I am rejecting this response because:

If the bed was purchased in 2018 we would not be in the 5th year because that would be 2023. So they need to clarify the correct probation on the warranty. We have already been to the store and received the cap prior to requesting the pump. At that time we were told to call and ask for the replacement pump. I do not believe warranty customers are being prioritized and new customers/sales are. What type of warranty collects money for a replacement immediately and provides no ETA on a replacement? I have paid for a warranty that is not being fulfilled as well as a replacement piece that I may not see in 2022. This is unacceptable. They are offering warranties on models they expire and offer no obligation or accountability. In both instances they are taking my money but not fulfilling their obligation. I need some sort of expectation on when this part will be received and interest on the payment they are holding for this part.
Business Response
Date: 09/01/2022
September 1, 2022

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

RE: ****
Case # ********
Sleep Number customer # ********

Dear **********************:

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

Our position remains the same. Ms. **** purchased her bed on 3/3/2018. She purchased the pump on 5/10/22 which put her in the 5th year of her warranty. New 360 pumps do not work with Legacy mattresses.

We sincerely apologize for the inconvenience and frustration. Capping the bed would temporally resolve the need to inflate the bed multiple times a day.   We are doing everything we can to get Ms. **** her pump as soon as possible. An adjustment has been made to the cost of the part.

Best regards,
Executive Team Consultant
Customer Answer
Date: 09/09/2022
I am rejecting this response because:

I understand that you have waived the fee, but paying for it or not paying for it still does not address that I am provided no timeliness on when my replacement piece will arrive. Yes capping it is a TEMPORARY solution, but you are failing to confirm the timeliness so I am not convinced it will be temporary. My husband and I were both told that you are altering existing pumps to be used as replacements. I do not understand how you cannot provide an estimated time frame unless you have several faulty pumps. Again my frustration is I purchased this bed with a warranty in place and I am not being given the service that is expected.
Initial Complaint
Date:08/26/2022
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 purchased this item for $4000 and I have complained to the company about the faulty product. And we were blinded that the ( What we were told warranty inspection or repair.) service appointment we had to pay for. But the problem was still never resolved. To add, I have complained on their website, to get a response to call them but they are not available or never reach you back. The bed continues to fill ** in the middle of the night, Quality sleep has never happened and we do not want to pay for another tech visit and would rather just get the item out of my home.
Business Response
Date: 08/29/2022
August 29, 2022

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

RE: ****
Case # ********

Dear Better Business Bureau:

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

The **** purchased their bed in 2018. In 2019 a service call was set up and completed on 1/22/2019. According to our records The **** did not pay for this service.

According to our records no contact has been made to the *********************** since 1/15/2019.

We encourage the **** to contact customer service line at ************** and work with the representative to determine the best solution. The **** have a 2/25 Limited Warranty. Parts and service are covered for the first two years. In the third year the proration begins at 72% and goes down by 4% each year. Service calls are $129. We will be happy to support the **** bed under the terms of the warranty.

Best regards,
Executive Team Consultant
Initial Complaint
Date:08/26/2022
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.
Bought Sleep Number Bed on 7/4/22 for Delivery on 8/20/22 / Bed was not Delivered as Promised / *********************** and Cancelled Bed / ********************** Refuses to give me a Cancellation Notice for a Signed Contract in have Stating i would but Bed / Cancelled Bed on 8/23/22 with Call to **************** / Repeated Calls to **************** on 8/24/22 for Cancellation Notice that they Refuse to give saying that is Not their Company Policy to Issue Cancellation Notice
Business Response
Date: 08/29/2022
August 29, 2022

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

RE: ****
Case # ********

Dear Better Business Bureau:

Thank you for the opportunity to respond regarding the complaint of our customer, Mr. *************** 8/25/22 Ms. **** called and spoke with a member of the Executive team. She was informed that the order was cancelled. An email receipt was sent to the customer. A snip of the cancelled items was also sent to the customer on 8/29/22.

If Mr. **** is not satisfied with these documents, we suggest he contact the Executive team member who spoke with Ms. ***** We do not have a cancellation receipt policy. The items are removed from the order and the total reflects the items that still need to be returned (bedding items).

Best regards,
Executive Team Consultant
Initial Complaint
Date:08/24/2022
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.
Ordered and paid for services from sleep number (bed disassembly and reassembly, bed repairs, moving the bed from one location to another) for 6/28/22. Was told by multiple representatives that the bed could be moved from one location to another, which I needed because I was moving. On the day of, technician told me that bed could NOT be moved from one location to another, and I would have to move bed on my own. I asked technician to please wait for me at new location, so that I would have enough time to rent a truck, and move the bed to the new location. Technician told me he would, then did not wait more than 5 minutes at new location. This was confirmed to me by someone at the new location who I asked to call me when the technicians arrived, and when they left. The person was sitting on a porch during the entire time technicians were at new location. When I called technicians, they claimed that they would be back later in the day to finish the job, but never came back. I called sleep number customer service, stating that I needed the bed to be put back together ASAP, because I would be going without a bed if the situation was not rectified immediately. Rep at sleep number was rude over the phone to me, and stated that I wouldn't be able to get another service appointment for 2 weeks, and could not get more than a refund for the bed reassembly, even though I was being massively inconvenienced.
Business Response
Date: 08/25/2022
August 25, 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. **************** calls into and out of the *********************** are recorded for quality assurance. On 6/11/22 Mr. ****called to set up services to have his bed disassembled and reassembled. Mr. **** asked for service on 6/23/22. 27 minutes into the call, we advised Mr. **** that he must beat the technicians to the second service and have the bed ready to be reassembled. The technicians can only wait 15 minutes.   Mr. **** stated 29 minutes into the call that he was 15 minutes away and would secure assistance to help him move the bed to his truck and into the home so he would be ready when we arrived.

On 6/16/22 Mr. **** called to reschedule the services. We rescheduled for 6/28/22. 4 minutes into the call Mr. **** was advised again that same day service is not ideal because of timing. Mr. **** responded, 5 minutes into the call that he was aware that we would not be moving the bed for him and that he would plan to get it there before the technicians.

On 6/28/22 when our technicians arrived Mr. **** was not home,and the bed was not in the home ready for reassemble. Getting the bed from Mr. ***** vehicle and into the home would have taken more than the 15 minutes the technicians are allowed to wait.

We provided a service and refunded the service that was not provided. Nothing more is due.

Best regards,
Executive Team Consultant
Customer Answer
Date: 08/25/2022
I am rejecting this response because:
Sleep number has given erroneous information in the previous message to BBB, and should refrain from continuing to provide information that is NOT fact. Sleep number has not provided the services due to me in a timely manner, and any attempt by sleep number or any of their affiliates will be treated as theft of goods and services, and all information regarding this matter will be forwarded to the federal trade commission.
Business Response
Date: 08/29/2022
August 29, 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. ****.

Our position remains the same. The calls were pulled, resulting in the summary of what was said on each call. We did provide a service to disassemble his bed for moving. We did refund the cost of the second service.

Nothing more is due.

Best regards,
Executive Team Consultant
Initial Complaint
Date:08/18/2022
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.
On 5/25/22 in ************, ** my husband and I purchased a new sleep number King ** 360 Smart Bed and ******************************* to replace our 13 year old sleep number bed. The total price paid including tax was $6,088.26. A detractor of this bed base is that it comes with an attached wired remote which will only perform ONE function: to raise/lower the head and/or feet. If you want to adjust the sleep number (the inflation of air in the mattress) it requires that you install the sleep number app on your cell phone and adjust it using your cell phone. The other available option was a base with a WIRELESS remote for $2,500 more which would control everything - the inflation as well as raising the head and feet. We were told the wireless remote option relies on a manufacturing "chip" which is currently in very short supply. Our previous sleep number had a wired remote so we figured that to save $2,500 we would deal with it. We received the bed on 7/19. After setup, we saw that the wired remotes extend on a coiled cord out of the base at the midpoint of the bed on each side. So, there is nowhere to place them but on the floor. When I asked the installers to reposition them, they said that it wasn't possible to put them anywhere else, but that there's a hook on the back of it so that you can stretch it up to 6 feet and hook it to a drawer of a nearby dresser or nightstand. I was incredulous. This is not only ridiculously visible, but it's a serious tripping hazard. sleep number **************** told me the same thing: there is nothing they can do, but that the cord can be stretched to a dresser or nightstand. I cannot believe that a reputable company like sleep number comes up with this type of product and believes it to be satisfactory for consumers. The wired remote was NOT displayed in store.
Business Response
Date: 08/19/2022
August 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. *************** filing this complaint, a member of our **************** team has reached out to ************** and left a voice message. We encourage Ms. **** to return the call at the number left in the voice mail.

Best regards,

Executive Team Consultant
Customer Answer
Date: 08/23/2022
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.

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