Complaints

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

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  Sleep Number Corporation

  1001 3rd Ave S Minneapolis, MN 55404-1096

  
• 

  Sleep Number

  1 Walden Galleria Drive Space D219 Cheektowoga, NY 14225

• 

  Sleep Number

  27879 Chagrin Blvd Woodmere, OH 44122

• 

  Sleep Number

  26222 Novi Rd Novi, MI 48375

• 

  Sleep Number

  1595 Glidewell Dr Ste 101A Burlington, NC 27215

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:08/16/2022

  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 pillow from this company last month. I had an unpleasant smell to it and I returned it. Yesterday I got an email from them advising me that it had been shipped. Shipping update for Sleep Number Order #***********. i had never ordered it a second time and I never receive a refund. Also when I call them they hang up on me

  Business Response

  Date: 08/16/2022

  August 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. ******************* All calls into and out of the customer service center are recorded for quality assurance.  On 8/15/2022 Ms. ****inquired about a email she had received regarding a Pillow shipping out and she was wondering about her refund of the pillow she returned.  Our representative informed Ms. **** that no new pillow had shipped, and the pillow she returned had been received.  The funding for her refund released on 8/14/2022.   Ms. **** became agitated and stated that if a pillow shows up on her doorstep, she will throw it away.  Ms. **** was again reassured that no new shipments went out and that the funding for her returned pillow had been released. 
  
  We sincerely apologize for any frustration or confusion.  When an order releases an email is sent acknowledging the release and attempting to inform the customer.   Ms. **** has been refunded for her returned pillow and no new pillow was shipped out.  It is the responsibility of her credit company to make that refund show on her statement.
  
  Best regards,
  
  Executive Team Consultant  
  
  
  

• Initial Complaint

  Date:08/16/2022

  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.

  I purchased a Sleep Number bed back in October of 2021. I didn't have the bed long before wanting to return it. I was never told about the return policy with a stocking fee or return fee. The people who came to pick up the bed put it on the wet, dirty ground outside so thank god I took pictures of it beforehand incase they tried saying it was damaged. They only returned a partial amount of the purchase to the ************** card it was financed under. I called and they told me there was a restock fee and another fee that they couldn't get the details on. The amount I was originally charged versus what the amount was on my account did not add up. After returning the bed minus the cost of a bed cover did not add up. I've tried disputing several times, one time seemed to be successful but the amounts of what I have left to owe is still not accurate so I disputed again. When I called the guy told me there was ZERO record of the BOTH disputes on my account. I said I don't know how that's possible when the last person told me it was noted on my account and now there is nothing there. So I disputed with TransUnion and they said the account is accurate but it is not. I can't speak to Sleep Number directly because they keep telling me to contact Synchrony but they are of no help either. I have nothing else I can do and I've been stuck trying to resolved this for MONTHS and I've basically had nothing resolved. I should not be charged anything for a fees that were not disclosed to me. I should also not have a balance since the item was returned. I don't see how they're telling me this information is accurate when none of the bills from Sleep Number or Synchrony are the same.

  Business Response

  Date: 08/16/2022

  August 18, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: ****
  Case # ********
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. ******** style="mso-special-character:line-break">
  
  On 10/28/2021 Ms. **** purchased a QUEEN *** mattress only.  She Paid $2649.50 for the mattress, $219.99 for the total protection mattress Pad, and $199. for delivery.   The order total was $3068.49.
  
  On 12/20/2021 Ms. **** call and set up a return for her mattress.   She was Refunded $2,649.50 for the mattress and charged $199 for the pickup fee.  Totaling $2,450.50.   There is no restock fee. 
  
  Ms. **** is responsible for the original delivery fee of $199.,the Total protection Mattress Pad $219.99 and the pickup fee of $199.  Totaling $617.99.
  
  The refund of $2450.50 added to what Ms. **** is responsible for  $617.99 makes a total of $3068.49, the same as the original cost of her order.  We do not owe Ms. **** a refund.
  
  Synchrony Bank and Sleep Number are not the same company.   We do not share financial information.  We have no record of a dispute with Synchrony on her account.
  
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:08/05/2022

  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.

  Sleep Number is charging me $2766.63 for a product that I no longer have. I have contacted Sleep number and ************** in regards to this. The bed never worked from day 1. It was not assembled correctly. Sleep Number service guy came out after 4 days of having the bed and took the product which included the bed, air ********, electric adjustable bed frame, everything. However, I am being charged a **** for nothing. Please note, that the bed was never slept in. My wife and I had to sleep on the couch for those four days. I have contacted both companies in order to clear it up and Sleep Number refuses to do their part and clear this ****. Therefore, I need help because I am tired of the phones and bad marks on credit report due to their mistake. Please contact me asap to resolve this problem.

  Business Response

  Date: 08/05/2022

  August 5, 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 **************** center are recorded for quality assurance. On July 26, 2021, Mr. **** requested a return of his ******************** He was informed that the base was a final sale during this call.  On the order the adjustable base is marked as keep do not return.
  
   Bases are a final sale.  A note was placed in the techniciansnotes area of the service request Pick up Mattress only.  On 7/27/2021 the order was picked up.  The technician left a note that they had reprogramed the base to function as a regular king. *********** is no indication that we picked up the base on this date. 
  
  On 10/22/21 we received a dispute from *************** regarding the cost of the base.  Synchrony found in our favor on 12/6/2021 and no charge back was offered.   Mr. **** could not return his base; it is a final sale. All of our records indicate that we did not pick up his base on 7/27/2021.
  
  No refund is due.
  
  Best regards,
  
  Executive Team Consultant  
  

• Initial Complaint

  Date:08/05/2022

  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.

  Ordered a sleep number bed, called customer service and was told I had to have the integrated base for it to work. The bed was delivered 2 weeks ago and I advised the delivery guys that the bed sat way to low to the floor. I was told by the delivery team, I didnt even need the base, I could have used my own frame. But to call customer service and have them return it. So, I call and the girl tells me she just needs to send me a frame that is adjustable in height, $200 more. I said ok, they get it here today and the frame is the exact same height as the base they told me I had to have. Their guys would not take it with them on the truck to call customer service. I call customer service to be told it is a 250 fee for return on the 400 base they told me I had to have. So I sadi I will return the whole thing. I was done, she said ok that is a 350 fee for return and NO PRODUCT. Help, I just want them to pick up the integrated base I didnt need and not be charged since their guys were here and would not take it back with them.

  Business Response

  Date: 08/05/2022

  August 5, 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. ************* On 8/4/22 was contacted by one of our executive team members, a message with contact information was left on her voice mail offering resolution.  *********** needs further assistance, we encourage her to reach out to the number that was left on her voice mail.
  
  Best regards,
  Executive Team Consultant  
  

• Initial Complaint

  Date:08/02/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bed from them 9 + years ago and told them at the time I didn't want to be on their mailing list yet they continue to harass me with unwanted marketing despite the multiple times I've contacted them asking them to stop. Every time stating that if I received something within a couple of weeks it would be the last one. It never is. I could not of made it any clearer that I wanted to be left alone but the corporations don't care about what you want. They only care about getting your money.

  Business Response

  Date: 08/02/2022

  August 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, Mr. ******** style="mso-special-character:line-break">
  
  Mr. **** file has been marked do not call, mail, or email.  Please allow 30 days for the changes.
  We sincerely apologize for the frustration and inconvenience.According to our records there has been o contact between Mr. **** and the **************** center since 2018.
  
  
  Best regards,
  Executive Team Consultant  
  

• Initial Complaint

  Date:08/02/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July 2021 I purchase a Sleep Number bed with the offer of 24 months/no interest payments. I got a letter on 7/29/2022 from the credit card telling me that my promotion was only 12 moths. I called the Store Manager at Springfield Mall in VA, we agree that the employee input the wrong information. I was told to call ***************** I did and they told me that yes, they can fixed it and transferred me to another ***** The person who answer my call said the Manager of the Store has to initiate the request to fix the problem. I called the Store Manager, and again, he told me **************** has to do it. No one is taking responsibility and I cant afford to pay the $us3,000.00 bed in 12 months. I WAS OFFERED 24 months; they advertised 24 month. I need for the company to fixed this issue that his employee caused by not imputing the correct amount of months into my record. I am asking the company to honor what they advertised it. I am willing to go to court on this wrongdoing by an untrained employee. Please contact me at ************.

  Business Response

  Date: 08/02/2022

  August 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. **************** **** purchased her bed in June of 2021.    Paperwork was sent to the customer by Synchrony, and they were provided with a statement monthly.  The pay type information is also provided on the customer receipt at the point of sale. The order was processed with 12-month financing. A pay type change has been requested from ************** as of today. However, we do not have control over Synchronies policies after a years time.
  
  We can only request they consider the change after a year.  
  
  
  Best regards,
  Executive Team Consultant  

  Customer Answer

  Date: 08/04/2022

   I am rejecting this response because:
  I called the ******************** I was told that upon the company Sleep Number request they can honor the 2 years with out a problem. I told this to the Store Manager. I called this morning the ******************* HAS NOT RECIVED THE REQUEST - I only have until 8/16/2022 to fix this matter. Sleep Number can place a call and request for me to have 2 years as I was promises.

  I was told by the Credit Card to ************* to request the promotion extension to 2 years.

  Thank you

  Business Response

  Date: 08/04/2022

  August 4, 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. **************** position remains the same.  A request was sent to ********* bank on 8/2/22.   It is up to ********* to make the change or not.  We are separate Companies.
  
  Best regards,
  Executive Team Consultant  
  

• Initial Complaint

  Date:07/28/2022

  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.

  We bought a split king ******** from sleep number in 10/2020. The ******** recently started to slip off of the bed by itself whenever we raise the head side of the board. I chatted with the representative from the company and he said its a "defect in the ******** magnets" and would replace for $463.00. When i asked that he just had said its a defect, why should the customer be paying, he basically said there is nothing he can do and i have to pay. This is just wrong. they say the ******** comes with a "limited warranty" but then this is a defect not a customers fault. This clearly seems to be something very well known to sleep number and they do not inform the customers that the magnets and the sheets can fail till they do after the full warranty period is over.

  Business Response

  Date: 07/29/2022

  June 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. ************* The needed parts are being shipped to the customer by UPS.  Installation is set for 8/10/2022.
  If this date does not work for Mr. ***** we encourage him to call **************** to reschedule.
  There is no defect with the magnets.  The cover is torn.
  
  Best regards,
  
  Executive Team Consultant  
  

  Customer Answer

  Date: 08/02/2022

   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.

• Initial Complaint

  Date:07/27/2022

  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.

  My wife purchased a bed from sleep number, with in the first 30 days my wife was not pleased with the bed. We contacted sleep number in an attempt to return the mattress. Arrangements were made for the bed to be picked up and a retention bar and a remote were to be delivered. The bar and the remote were delivered a couple days before the matters was picked up. When the two service technicians showed up they removed the mattress. When they were asked to install the tension bar and program the remote I was told by one of the techs, "I don't know what that is." The other gentlemen said he knew what it was but didn't know how to install it. I was also told that they don't program the remote that was up to us. We were told that when the mattress was picked up, the tension bar would be set, the remote would be programed, and the pumped would be removed. The gentlemen that came by the house only picked up the mattress. when calls were made to get help in this situation nothing was resolved. The agreement as to what would happen during bed removal was not met.

  Business Response

  Date: 07/27/2022

  July 27, 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 technicians behavior.
  
  We do not have a record of a Sale for Mr. **** at the address provided.  We searched the email address and the phone number and could not find a record.
  
  Its quite possible that the bed was purchased under a different name or address.   We recommend Mr. **** provide us with more information such as an order number, or possible alternate addresses and phone numbers to assist us with finding the order.
  
  We will be happy to assist Mr. **** once we find the correct file.
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:07/27/2022

  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 a Sleep Number bed 2 years ago. Have made numerous calls to Sleep Number regarding the bed not working properly. They kept resetting it online, finally telling me to contact the base manufacturer. Each company kept sending me to the other one for months. Finally, the base manufacturer agreed to send me a new computer for the bed which was installed on July 20, 2022. Two days later, the bed was again stuck in one position and could not be changed by me. More calls to both companies. They did not return messages. A sleep number technician finally found an actuator error. Called the base manufacturer (Leggit *****)sp?, and they said they would send me a new motor only prorated because the beds warranty has run out. I find this unacceptable after two years of complaining and receiving no fix for the same problem. I have spoken with well over 20 representatives during this time. During the first year, NOBODY at Sleep Number advised calling the base manufacturer, who now tells me that I didnt contact them until January of this year! I have spinal stenosis, and this has caused me pain and sleepless nights. The company has refused to assist me in fixing the problem, and wont even send a technician to diagnose it. The online resetting of the bed does not work for more than a few days, and I am stuck with an extremely expensive bad bed.

  Business Response

  Date: 07/27/2022

  July 27, 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 frustration and inconvenience.  We have reached out to L and P and asked them to contact the customer for resolution at no cost to her.  L and P carries the warranty on the base and carries the needed parts that we do not have at Sleep Number.
  
  We encourage Ms. **** to return any call made from L and P for assistance.
  
  
  Best regards,
  Executive Team Consultant  
  

• Initial Complaint

  Date:07/27/2022

  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.

  On June 1st I called to cancel my order that was scheduled to be delivered on June 4th. I was cancelling due to the monthly cost of the bed. At that time, the cancellation representative told me I would get 10% off my order and 48 months of 0% interest. if I proceeded with my order. That dropped my payments from $205 to $135 a month. We agreed. I asked at that time if there was any way it could be denied or if it was a done deal. I was assured, since she went through their accounting department and had it approved it was a done deal. I had the bed delivered on June 4th under the premise of a 48 month 0% interest plan. The company has recognized several times since June 1st that I was promised the 48 month 0% interest. They claim that they have submitted the change to the lender, Synchrony. Synchrony doesn't show anything from Sleep Number and my financing terms have not changed. Since the order has been delivered, I am stuck with a base that isn't returnable and a high monthly payment. They aren't taking any ownership or resolving the issue. How can a company promise something to a buyer, deliver something totally different and make the customer responsible with something they didn't agree to.

  Business Response

  Date: 07/27/2022

  July 27, 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 customer experience and are using his feedback for coaching opportunities. 
  
  All calls into and out of the *********************** are recorded for quality assurance. According to our records Ms. **** was working with our Executive team. On 6/20/22 Ms. **** was asked to reach out to the person she was working with after she receive the second letter from Synchrony bank.  If the second request was denied, we would work with her for resolution.  There has been no contact from Ms. **** since this agreement was made.
  
  
  We encourage Ms. **** to reach out to the Executive team member she was working with regarding this matter.
  
  
  Best regards,
  Executive Team Consultant  

  Customer Answer

  Date: 07/27/2022

   I am rejecting this response because: my executive manager has not returned my calls. I have called the main executive number many times to inform them I am not getting call backs and no response. Synchrony has not denied my financing they are claiming Sleep Number has not provided what is needed to have it changed and I should not be the one in the middle handling all of this, Sleep Number should handle it like promised. 
  
  
  

  Business Response

  Date: 07/29/2022

  July 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,Ms. ****.
  
  We sincerely apologize for the customer experience and are using his feedback for coaching opportunities. 
  
  Our position remains the same.  All calls into and out of the *********************** are recorded for quality assurance. Ms. **** was contacted by our executive team on 7/28 at 1:39 pm.  A follow up call is scheduled for 8/1/2022.
  We encourage Ms. **** to continue working with her contact on the Executive team member.
  
  Best regards,
  
  Executive Team Consultant