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

  3 Wolf Rd Albany, NY 12205

• 

  Sleep Number Corporation

  4840 McKnight Road Suite A Pittsburgh, PA 15237

• 

  Sleep Number

  17818 Royalton Road Strongsville, OH 44136

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  Sleep Number

  275 Crocker Park Boulevard Westlake, OH 44145

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:07/20/2022

  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 wish to file a formal complaint against the Sleep Number Corporation customer service. I purchased a Queen *** 360 smart bed on 5/30/22 for 2,577$. Delivery was scheduled for Wednesday 6/29/22 a month later. The technicians arrived on time but after looking at my house they said they could not take the bed base up the stairs to my room. They called customer service and then told me that customer service would me back within the hour. No such call ever came, I waited for a few days for the call, it never came. That weekend, after being fed up with Sleep Number, I decided to shop for a new mattress locally. I found a new bed with box springs for 1500$ and they included a Veterans discount. Sleep Number never offered to include a Veterans discount. So, that Tuesday July 5th I called Sleep Number customer service to cancel my order and spoke with a woman named Tae. She had apologized for the inconvenience and offered to comp me the price for the base, 500$ and also include mattress protector, 200$. Therfore I agreed to not cancel my order and give them another chance. When the techs arrived today Wednesday July 20th they were able to assemble my new bed with the new base. I asked them where the mattress protector was and they said it wasnt included with the order. They called customer service and asked where it was and the woman they spoke to said the same thing that it wasnt included. Then they even said to the woman, look this guy has been through enough cant we comp him a mattress protector and she said no. I called customer service after they left and they looked through the notes and said that it was not there. I wrote everything down when I spoke with Tae, what was exactly said and what was included with the new order, and a mattress protector was included. Therefore, what could have cost them a mattress protector which I'm sure is only a few bucks to them is costing them a complaint with BBB. I will be sure to put the word out about this company to all I know!

  Business Response

  Date: 07/21/2022

  July 21, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: ****
  Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. *************** order has been placed for a mattress cover.  We sincerely apologize for the customer experience and are using his feedback for coaching opportunities. 
  
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  Date:07/20/2022

  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 purchased a product from Sleep Number in which I have been financing since January of 2021. I contacted the company as soon as I received the product in January of 2021, saying it was broken, and they refused to reimburse me or replace the item. I have had technicians from Sleep Number come to my home at least 19 times, which is in their records, to attempt to replace this bed. Nothing has been resolved. I am uncomfortable with the company coming into my home as it has occurred too many times. I am asking for reimbursement for the full payment for this product that I have been financing. Please feel free to give me a call at anytime at ************ to further discuss this issue. Thank you for your time.Kindly,***********************

  Business Response

  Date: 07/21/2022

  July 21, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: ****
  Case # ********
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. ************* According to our records we have been out to Ms. **** home 4 times.  We have offered a fair resolution to this customer.  All calls into and out of customer service are recorded for quality assurance. On 5/25/22 an offer for resolution was made to the customer.  She happily agreed and stated she would follow up.   Minutes later she called in to the *** Line and stated that she only pretended to agree and wants another solution.   There are multiple emails and calls out to this customer with little response. We encourage Ms. **** to continue working with the representative that is handling her case.
  
  We are still actively working with this customer.
  
  Best regards,
  Executive Team Consultant  
  

  Customer Answer

  Date: 07/22/2022

   I am rejecting this response because:
  
   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the company is lying to you about this situation. Sleep Number has been to my home AT LEAST 19 times. They have confirmed that the product I have from them is not properly working and has not been since first purchased. I have many emails that I have been trying to get in contact with their executive team for weeks.
  

  Business Response

  Date: 07/22/2022

  July 22, 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. ********>
  RE: ****
  Case # ********
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. ******** style="font-variant-ligatures: normal;font-variant-caps: normal;orphans: 2;widows: 2;-webkit-text-stroke-width: 0px;text-decoration-thickness: initial;text-decoration-style: initial;text-decoration-color: initial;word-spacing:0px">
  Our position remains the same.  We have records of service calls for this customer for the following dates. 2/7/21, 9/13/21,10/21/21, 11/12/21, 12/6/21, 12/20/21. 3/4/22, 4/28/22, and a cancelled return ordered on 5/25/22.    Our apologies for the oversight. 
  
  We are actively working with this customer at the ****************** and email she has provided.    We have made a final offer to Ms. **** to return or exchange. She cannot keep the bed and get a refund of the cost. The options are available until 8/18/22.
  
  The last email contact was sent to Ms. **** on 7/19/2022.  We have been awaiting her response, and a call back was scheduled for 7/25 by the team member working with her. We encourage Ms.**** to continue working with the representative that is handling her case.
  
  We are still actively working with this customer.
  
  Best regards,
  Executive Team Consultant  

  Customer Answer

  Date: 07/27/2022

  Hi Ashley,
  I am uncomfortable with Sleep Number coming into my home, especially after 19+ visits. The last visit was inappropriate and uncomfortable and unacceptable to me. In addition, this situation with them has caused me much emotional distress. I have many emails of proof that I am able to send to you if needed, proving that their executive team has not been professional and appropriate towards me. I am not going to put myself in another uncomfortable situation with the Sleep Number company.
  I am hoping that there is an alternative solution that the company is able to provide me with.
  I look forward to hearing from you. Thank you.
  
  Kindly,
  ***********************
  

  Business Response

  Date: 07/27/2022

  July 22, 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 have records of all email and phone calls for quality assurance with Ms. **** and we have treated her with respect as a customer.  Ms. **** is seeking a full refund without return of the mattress she purchased.  Ms. **** claims the mattress is uncomfortable and is causing her pain.  We have offered an exchange or a full return.   No contact pick up can be arranged.
  
  The options remain open until 8/18/22.
  Best regards,
  Executive Team Consultant  
  

• Initial Complaint

  Date:07/18/2022

  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.

  Pump that controls sleep number setting has malfunctioned. Pump is still covered under warranty. Called Sleep number to obtain a new pump back in March of 2022. Have not received the pump and have a bed that is now useless to use. Have informed sleep number that this is an issue since my wife has a back disability. They have informed me that they have no ide about when they can provide a replacement pump as it is a supply chain issue. They have not given me any alternatives to solve this problem. I was talk that even if they send a technician to look at the bed I would have to pay for it.Sleep Number has failed to live up to their warranty.

  Business Response

  Date: 07/18/2022

  July 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, Mr. ************* We 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.
  
  We are doing everything we can to get the pump replaced a quickly as possible.
  
  Best regards,
  Executive Team Consultant  

  Customer Answer

  Date: 07/26/2022

   I am rejecting this response because:
  
  This is the standard response they have been given me for the past 5 months. My wife and I both have back problems and my wife is on disability because of her back. Sleep number has no idea when the part will come in so they should replace the whole bed. 

  Business Response

  Date: 07/27/2022

  Tell us why here...July 27, 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.  We sincerely apologize for the inconvenience and frustration.
  
  Our warrant states we will replace the part we do not guarantee any time frame for shipping. We are doing everything we can to get the pump replaced a quickly as possible.
  
  Best regards,
  Executive Team Consultant  
  

• Initial Complaint

  Date:07/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 7th, 2019 I bought a 360 Sleep Number mattress which according with the seller it has a life guarantee. Three months ago, half of the mattress got deflated making it impossible to sleep on.Starting June 20th, 2022, I have made numerous calls to the company customer service and their only answer is that they do not have the parts. So, in this case what people can do? The pump is damaged, and they say they do not have it because it is an old model, while I am sleeping on the floor because it is my only mattress. the mattress is divided into two parts, the pump and the mattress which is nothing more than a plastic bag, the two are connected by a plastic hose, they could easily send a new pump and solve the problem, I am paying more than $100 for a rebuilt one that does not arrive, I would easily pay for a new one but they do not send it.They lie to its customers big time since the purchase.

  Business Response

  Date: 07/18/2022

  July 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, 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. 
  
  The new 360 pumps do not work for Legacy model bed because the new style pump does 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.
  
  
  Best regards,
  Executive Team Consultant  
  

  Customer Answer

  Date: 07/21/2022

   I am rejecting this response because:
  
  I am not satisfied with the response from Sleep number company , because while they have their customers sleeping on couches and the floor, a company of that stature should have spare ************* or replace it with new parts.
  

  Business Response

  Date: 07/22/2022

  July 22, 2022
  
  Better Business Bureau of ********* & ************
  
  RE:****
  Case # ********
  Sleep Number customer # **********
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer,Mr. ****.
  
  Our position remains the same. We 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.  We are doing everything we can to secure the needed parts and deliver the product.
  
  Best regards,
  Executive Team Consultant 

• Initial Complaint

  Date:07/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sleep number bed King ** in 2020. In the last month I have had issues with the bed losing air( wake-up every morning basically laying on the platform on my side). I called customer support and went thru factory reset for the **** It did not work and I was advised that the bed needed a new air pump. I was also told that a refurbished one could be shipped to me at the cost of 108 dollars. I cant believe a bed in which I still owe money on the pump would go bad at 2 years and I would have to pay for a new one. I think its ridiculous for the money that they charge this is how they stand bye there product. So because I wont pay for the refurbished pump I have a useless **** dollar king **** I think the pump should be replaced at no cost to me

  Business Response

  Date: 07/18/2022

  July 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, Mr. **************** **** spoke with our customer service team on 7/15/22.  We helped him trouble shoot the error on his remote.  Mr. **** was quoted the cost of a pump under the terms of his **** Limited Warranty. Our warranty covers parts at a prorated cost after the first year. 
  
  An adjustment has been made as a onetime curtsy.  Going forward parts can be replaced under the terms of the warranty regardless of the payoff status of his bed.
  
  Best regards,
  
  Executive Team Consultant  
  

• Initial Complaint

  Date:07/15/2022

  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.

  Received sleep number mattress as a gift. Have tried for 2 years to have ownership of the mattress registered in my name. I have called customer service, chatted with customer service and even gone to the local sleep number store. Ive been asked to verify I own the mattress. The person who paid for the mattress has contacted sleep number to confirm I own the mattress. Each time I call I get different reasons and explanations why sleep iq cannot be transferred. The mattress belongs to me. The people at sleep number act as if owning this mattress is a top secret *** clearance ordeal. I have been unable to use the benefits of the mattress since they will not transfer the ownership to me. No one at sleep number has helped me resolve this problem of 2 years.

  Business Response

  Date: 07/15/2022

  July 15, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: ****
  Case # ********
  Sleep Number customer # ********
  
  
  
  Dear **********************:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, ************************** is trying to split her account.  This process takes **** days and we as of 7/11/22 are working on the process.   Ms. **** has been contacted and asked to verify her address.  Which she has not done. 
  Sleep Number takes Customer privacy very seriously.
  
  
  Best regards,
  Executive Team Consultant  
  

  Customer Answer

  Date: 07/20/2022

   I am rejecting this response because:
  
  When I contacted sleep number on 7/11/22 I provided my name, my physical address, my telephone number and my email address. I called again on 7/13/22 to verify sleep number has everything they need to set up my account. I called again on 7/14/22 to make sure they have my contact information.  
  

  I was asked to provide my divorce decree on 7/11/22.  Then when I called on 7/13/22 I was told that providing the divorce decree was no longer company policy.  
  

  my divorce decree does not contain any information regarding my sleep number mattress. The mattress was a GIFT. 

  Sleep number even called my ex husband and he provided my physical address  

  I have been dealing with sleep number for nearly 2 years trying to obtain control over my mattress. My ex husband has spoken to sleep number to confirm the mattress was a gift. Sleep number apparently does not understand the meaning of a gift. 
  

  sleep number has my contact information. It was provided.  Sleep number has my personal information 

  Business Response

  Date: 07/22/2022

  July 22, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: *******************
  Case # ********
  Sleep Number customer # ********, **********
  
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, ****************.
  
  Our position remains the same.  The bed is in Ms. ******* name with the warranty.  We are processing the split of her SIQ.  We must wait for the process to be completed.
  
  
  Best regards,
  Executive Team Consultant