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

  2002 N Prospect Ave Champaign, IL 61820

• 

  Sleep number

  3 Wolf Rd Albany, NY 12205

• 

  Sleep Number Corporation

  4840 McKnight Road Suite A Pittsburgh, PA 15237

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:02/06/2025

  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.

  I purchased a king split for over $6,000 back on December 6, 2022. After going back and forth 3 times with customer service, it was determined the pump was shot. Was told it is a prorated warranty after the first year. I've only had this bed a little over 2 years (like one extra month) and they based my prorated amount on 3 years for a total of $533.93 (was told that's how the computer does it as if that is my problem). That doesn't even touch the fact that the pump should never have broken after 2 years of use on a bed this expensive. I am beyond livid at this situation and if this isn't taken care of in a reasonable manner, I'm going to spend $533.93 worrth of my time blasting these products all over the internet.

  Business Response

  Date: 02/06/2025

  February 6, 2025
  Better Business Bureau of Minnesota & ************
  RE: ****
  Case # ********
  Dear Better Business Bureau:
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. ************* filing this complaint, a member of our **************** team has reached out by email to work on a resolution.  We encourage Ms. *** to respond to the email. 

   

  Executive Team Consultant  

  Customer Answer

  Date: 02/07/2025

   Better Business Bureau:
  
  Customer Service has reached out and are working on getting this bed running again.  The bed is still not working after spending all that money on a pump.  Now the bluetooth refuses to synch. They have offered to send someone out and waive the charge.  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me for now although this is an active situation.

• Initial Complaint

  Date:02/06/2025

  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 from Sleep Number a Queen C360 Smart Bed SKU: QC360 on August 16, 2024 for $7,999.00, minus tax and other fees. It was functioning when I received it, but within the first 100 nights the core heating on the left side would cool instead of heat, I would switch it to cool just to see what would happen. It would heat on cool, and cool on heat. I called ** and they sent out two thermal units to be replaced. Their techs replaced those on January 18, 2024, and ran the test and the side of the bed that had issues no longer worked at all in the core section. I called ** again, and they sent harness wiring for the left side of the bed, and a new pump. The same tech came and replaced, did the checks, and it still does not work. He called their tech line, who said they would replace the thermal units again. I told them no, they were already replaced, and they could replace or return the bed. The ** for the tech said she would have to wait for her supervisor, but the tech had to go, so then I had to call in and explain everything again. At this time, I'm asking Sleep Number to replace the entire bed at their cost, or return the entire bed at their cost, choice is theirs. Condition is, if the new bed has any malfunctions, that they return the bed at their cost at any point that I have the bed, including past warranty. They have already admitted on the phone that they are aware of a defect in these beds. They will not charge me any return fees, as I contacted them within the first 100 days. I have a compromised immune system, I can't keep having outsiders come in, especially when they wreak of cigarette smoke that I can't vent out of my house. You are kicking up my cigarette allergy, you are making me sick, and that runs up my medical bills.

  Business Response

  Date: 02/07/2025

  February 7, 2025
  Better Business Bureau of Minnesota & ************
  RE: ****
  Case # ********
  

  Dear Better Business Bureau:
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. *********** ***  spoke with a member of our Executive team, and we were able to come to a mutually satisfactory solution.  We sincerely apologize for the customer experience.
  

  Executive Team Consultant  

  Customer Answer

  Date: 02/11/2025

   I am rejecting this response because:
  I do not have the replacement bed yet. An afternoon delivery time was promised and was texted that it will be before the afternoon. 
  I will mark this as resolved after I have a working bed.
  
  

  Business Response

  Date: 02/14/2025

  February 14, 2025
  Better Business Bureau of Minnesota & ************
  RE ****
  Case # ********
  
  Dear Better Business Bureau:
  Thank you for the opportunity to respond regarding the complaint of our customer, ************************ remains the same.  Time frames cannot be guaranteed. We do the best we can to make the request work with the route.  Ms. **** is scheduled for 2/15 delivery between 9:30 and 12:30.  If this date and time does not work for her she has the option to reschedule to a more convenient time.
  

• Initial Complaint

  Date:02/03/2025

  Type:Sales and Advertising 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 overall complaint with Sleep Number is that I was given substandard products, service and ultimately left with two items that I cannot use. My original order for a Queen **** C4 smart bed with FlexFit 2 bed was placed on 2/23/24. I ultimately had to return this bed because the off gassing was too much, even a month after purchasing this item. I ended up having to return the C4 because I couldn't bear with the smell and was recommended that I switch to a C2. I did so and during my conversation with the sales representative informed her that I would be moving the C2 bed to the guest room and I would just use my old bed. Since the C2 would be in the guest room, I ordered a remote and a headboard. When the new bed was delivered, the delivery team told me that the sales person didn't place brackets on the order so I'd have to order the bracket and spend ANOTHER $249 for a new team to come out to put the bed together. When the brackets came and a new team came out, they then told me that the remote I had would not even work with the C2 bed and that I'd need a different configuration bed for it to work. When I called Sleep Number a very rude "supervisor" named ***** **** up the phone up on me so had to call back the next week to try to get the order RETURNED because at that point I did not want to deal with Sleep Number and the rudeness I had encountered and hassle of being told to order the wrong items. PLUS, the bed was not able to be used in the fashion that I had detailed to sales. SO, although I returned the C2 bed I am stuck with a headboard and expensive motorized base that I cannot use. This is very frustrating because I actually was so happy to finally be able to have a Sleep Number bed. To that end, the quality of the bed and the customer service I received was TERRIBLE!

  Business Response

  Date: 02/04/2025

  February 4, 2025 
  Better Business Bureau of ********* & ************
  RE: ****
  Case # ********
  Dear Better Business Bureau:
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. *********** sales professionals are trained to lead with transparency and ensure that all customers understand the contours of our return policy.? In this situation, the customer was aware of the policy, initialed and signed reflecting his understanding, and decided to make his purchase.? We stand by our policy as presented to the customer.? ?? 
  
  We do not offer or advertise a 100-night risk-free trial on an adjustable bases.? Although we do offer a 100-night trial for our smart beds, this trial is limited and does not extend to adjustable bases, which are non-returnable.? This is clearly presented in our Terms and Conditions of Sale, which were signed by Mr. ********** at the time of the purchase.?The terms are sent home with the customer to review. ******* could have canceled the delivery to avoid the final sale terms. 
  
  Executive Team Consultant  
  
  

  Customer Answer

  Date: 02/06/2025

   I am rejecting this response because:
  
  The premise of my complaint was not addressed nor did the respondent address the awful customer service I received when trying to correct the mistake that was made by their sales team. I want to be clear that the only reason I was put in this situation was that I was given a mattress that I could not sleep on (due to the terrible and extended off-gassing) and was later sold a replacement mattress and remote (recommended by Sleep Number's sales) that did not work with my base. The sales person forgot to add the brackets to the replacement order and I had to come out of pocket to have a installation crew return to my house for a mistake that was not mine to own. On top of this the person acting as a supervisor hung up the phone on me when I called in to try to correct the situation because I REALLY WANTED TO OWN A SLEEP NUMBER MATTRESS. So yes, I am complaining that ultimately I am stuck with the base and headboard because of their incompetence. It's really shocking and appalling their response to my complaint and pretty on brand from the customer service I've received by most (not all) of the people I've interacted with from their company. 
  
  Again, I'm rejecting their response because they did not address the toxic mattress I received, the incorrect products and the extra delivery trips that I had to pay for due to their sales team.

  P.s. I didn't even mention that when the first delivery crew came out, they didn't properly install my base to where the bed shook and creaked at the slightest movement. When the second delivery crew came out (again I had to fork the bill) they noticed the problem and informed me that the first delivery crew wasn't a Sleep Number trained group and they were kind enough to make the proper adjustments. 

  Business Response

  Date: 02/14/2025

  February 14, 2025
  Better Business Bureau of Minnesota & ************
  RE ****
  Case # ********
  Dear Better Business Bureau:
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. *********** position remains the same.  We sincerely apologize for your experience.
    Foam is a material with a series of bubbles that are filled with gases that were created when the foam was being made. These gases will eventually be replaced by normal air (outgassing) or break down and become odorless. Newer foam will have a stronger smell.
  All of our foam goes through an outgassing process to help eliminate the odor, but we cannot guarantee that it will be odor free.
  The odor has been proven to be harmless.
  We thank Mr. **** for his feedback and we will coach as needed.
  The non returnable policy on the furniture and the adjustable base is outlined in our terms and conditions.  The base and furniture can be used with multiple adjustable mattresses on the market.

• Initial Complaint

  Date:01/31/2025

  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 brought a Sleep Number King size split bed, which is paid in full. From day one I had problems with my side of the bed, nothing worked, the mattress did not hold air, my bed couldn't go up and down and the heating/cooling pad did not work.After working with their customer service agent for two months he told me "bad luck for you we can't do anymore for you". "You fall into the customer pool who just got a bad bed, and you need to live with it".So, I paid $10,000 for a bed that I don't get any sleep!!

  Business Response

  Date: 02/05/2025

  February 5, 2025
  Better Business Bureau of Minnesota & ************
  RE: ****
  Case # ********
  Dear Better Business Bureau:
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. *********** last time the customer spoke or called ********************** was 4/25/2022, A *** from our customer escalated team left a voicemail for the customer on 5/11/2025 to see how the tech visit went, we ***laced the pump due to the air loss. We also ***laced the air ******** on 4/15/2022. Since the installation of the new pump 2 years and 8 months ago. If the customer is having another issue with their bed, we encourage them to reach out to *****************
  Executive Team Consultant 
  

  Customer Answer

  Date: 02/05/2025

   I am rejecting this response because: Sleep number support said there was nothing else he could do for me, and I had to live with my bed issues. So why should I call back to hear the same old thing! I was so fed-up with him and the people they sent to my house to fix the problems didn't know what to do. It was a mess!
  
  
  

• Initial Complaint

  Date:01/31/2025

  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 am writing to formally demand a resolution regarding the defective mattress I purchased last year. Despite multiple attempts to resolve this matter, I have encountered excessive delays, poor customer service, and unreasonable fees for service and repairs that should have been covered under warranty.Within the year of purchase, the mattress failed to inflate properly. After repeated efforts to obtain assistance, I was informed that I would be charged $190 for an in-home service visit. Upon arrival, the corporate office advised that I would need to pay an additional $434 for a replacement hose and mattress cover due to an improperly installed component. This issue was not caused by misuse or neglect on my part but rather by a manufacturing or installation defect.Under consumer protection laws, I am entitled to a full refund of the charges incurred and/or a proper resolution of the defective product at no further cost to me. I request the following:1.A full refund of the $190 service fee and the additional $434 charge should be waived 2.A proper repair or replacement of the defective mattress at no additional cost.If this matter is not resolved within ********************************************** small claims court. I will seek reimbursement for all costs incurred, including court fees and any additional damages caused by your companys failure to uphold its obligations.

  Business Response

  Date: 02/04/2025

  February 4, 2025
  Better Business Bureau of Minnesota & ************
  RE: ****
  Case # ********
  Dear Better Business Bureau:
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. *********** 1-15 Limited warranty clearly states that: Sleep Number Corporation (Sleep Number) warrants its mattresses, adjustable bases, and non-adjustable integrated bases against defects in material or workmanship under normal use and service for a total period of fifteen (15) years from the date of original purchase consisting of a Full Warranty during the First Warranty Year (the time period between the original purchase date up to, but not including, the first anniversary of the original purchase date) and a Limited Warranty thereafter. Labor is not covered after the 1st year.
  Executive Team Consultant 
  

  Customer Answer

  Date: 02/05/2025

   I am rejecting this response because:
  
  Its a manufacture defect with the mattress cover and the air hose.  I will see you install claims court and you will be served.

  I expect and new air hose and cover and reimbursement of my 190 fee.

  you will need to hire a lawyer to defend your case!!!!

  ****** Barsky 

   

  Business Response

  Date: 02/14/2025

  February 14, 2025
  Better Business Bureau of Minnesota & ************
  RE: ****
  Case # ********
  Dear Better Business Bureau:
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. *********** position remains the same. The warranty has been honored as stated.  The 1-15 Limited warranty clearly states that: Sleep Number Corporation (Sleep Number) warrants its mattresses, adjustable bases, and non-adjustable integrated bases against defects in material or workmanship under normal use and service for a total period of fifteen (15) years from the date of original purchase consisting of a Full Warranty during the First Warranty Year (the time period between the original purchase date up to, but not including, the first anniversary of the original purchase date) and a Limited Warranty thereafter. Labor is not covered after the 1st year.
  Executive Team Consultant  

• Initial Complaint

  Date:01/31/2025

  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.

  Purchased ILE 360 King-size "smart bed" from company in Sept 2023.A critical part (the pump/controller) failed. I have spent over three hours with their "Support" people trying to get them to send me a replacement part. Their online techs told me I needed to call in. Their site says you can order replacement parts through chat. I tried calling in two days and the hold times forced me to request a callback. FOUR hours later, that call came, when I was not able to take it.They supposedly have a 15 year warranty, that they obviously do not want to honor or they want to make it extremely difficult to get service under.

  Business Response

  Date: 02/14/2025

  February 14, 2025
  
  Better Business Bureau of Minnesota & ************
  
  RE: ****
  Case #********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, *** *************** 1/30/25 a pump was ordered for *** ****, it was delivered to him on 2/3/25. 
  *** **** has a 15yr limited warranty.  Warranty parts are prorated after the first year.  Labor is not included in the warranty.  
  
  
  Executive Team Consultant  

  Customer Answer

  Date: 02/14/2025

   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 took an act of God to get them to agree to send me the replacement part that WORKED immediately when installed.

  I feel their "15 year warranty" is misleading... It cost me over $200 to fix a $6000 bed after 18 months because a CRITICAL component failed (not from misuse or abuse, just 'use').

• Initial Complaint

  Date:01/30/2025

  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.

  ************** Order # *********** 12/01/2024 Order placed online , l was unaware was non refundable . l called 12/02/2024 to confirm my order was told l didnt recieve the BO 60 and that is a the pillows were already shipped and there was a new promotion and the could not honor the BO 60 I wanted to cancel my as order before the merchandise arrived, I was on the phone for 3 hours- the last person I spoke with was hung up on me. l went to the closest Store (sleep H) at ************************************************************************* I spoke with dashuun phone # ************* who told me he Could honor the B060 Free pillows But the order had been cancelled and that id have to reorder and use sleep financing So my Credit got ran again and a new order was placed order # ***********. Now l have 2 different orders both financed through synchrony -1-equals synchrony - pay over time and 2. equals Sleep Number: On 12/11/2024 l wanted to Upgrade to an adjustable Base Fley Fit 1 Fley Fit 1 from just the matress. hut *** scheduled for Delivery on 12/14/2024 l called Sleep Number aand spoke with ***** *********'l was told l might need brackets so l added both to my order l had to move my delivery date to to pick up 1 ComforteR Classi Down Allernative Comforter set, Slale Bie Crosshuten, full/Queen, 7 Head ESsen el re el bet size are 2, Ashore, Prat Queen. On 12/28/2024 2 Technicians. ****** and aniel came to set up the bed and they toid me the brackets did not fit and that l needed to take them back to the store. on 12/28/2024 l went to return the brackets was told they couldn't return them in store and would email me a lable l was told that the brackets for the head board were inside the headboard box l called the technicians while l was in the store but they were already too far to come back l was told to call on Monday I called back on 12/30/24. The bottom line is I never wanted the items they sent me, this company sent the wrong parts. I can use the ******** cant get a refund. Please help

  Business Response

  Date: 02/14/2025

  February 14, 2025
  
  Better Business Bureau of ********* & ************
  
  RE: ****
  Case # ********
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. *************** 12/2 Ms. **** ordered a queen i8 mattress and flex fit 1 base. The mattress and base were delivered on 12/28/24.  Ms. **** also ordered an essential fit headboard on 12/1/24.  We installed the headboard on 1/7/25.
  
  Per our terms and conditions of sale Flex fit bases and furniture are not returnable.  When ordering online you must confirm that you have read and understand the terms and conditions before you can finalize your order.
  
  Ms. **** is still withing her 100 nights trial for the mattress.  If she wants to return the mattress,she can reach out to customer service and set up a trial return.  The headboard brackets were returned to us on order *********** and Ms. **** has been reimbursed for the cost.
  
  The headboard and the adjustable base can be used with multiple mattresses on the market. Bedding can be returned to the store within the 100 nights.
  
  
  Executive Team Consultant  

  Customer Answer

  Date: 02/14/2025

   I am rejecting this response because:
  
  I am on disability  & countless  times that I have called and talked to customer service in which no one seemed to mention that I couldn't return the adjustable base when you ordered online you have to click the box that says you understand to proceed and if the information regarding the exchange and return process was in bold print and not so tiny you need  glasses to read them Iam positive I  wouldn't have purchased and even after I wanted to upgrade to spend more money to get a king sized bed and no one would would with me on that

  Business Response

  Date: 02/14/2025

  February 14, 2025
  
  Better Business Bureau of ********* & ************
  
  RE: ***** ********
  Case # ********
  Sleep Number Customer # *********
  
  Dear **********************:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. ******************** position remains the same.  Ms. ******** is still within her 100 nights and can upgrade to a king by paying the difference. She also has the option to return the mattress until 04/08/2025.
  The headboard and the adjustable base can be used with multiple mattresses on the market. Bedding can be returned to the store within the 100 nights.
  
  
  Executive Team Consultant  

• Initial Complaint

  Date:01/27/2025

  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.

  Thank you for your time.I received my sleep number bed yesterday. The techs were unable to get my app to work to finish set up of the bed. So, I called the number they gave me to get help after they left. I problem-solved with two separate sleep number techs, only for them to give up and end our call. This morning, I reached out to the *** who sold me the bed and she brainstormed with me, but ultimately could not figure it out and quit texting with me. She did give me another Sleep Number help phone number, so I called. Same thing happened. I walked the person through the issue, and she said I did everything correctly and to hold, while she reached out to her supervisor. I held for a half hour or so, then got disconnected, again. No one calls me back, again. At this point, I call Sleep Number to initiate a refund. The ***resentative told me there is a process for returns, and I have to go through the whole process again. I am so upset, but I do what she asked. She connected me with a tech again, who I went through the issue and I sent pics again, and then she got frustrated when her supervisor got off our chat, so she said she would have to start a new chat with a new supervisor. I was put on home for 25 mins., again, only to be disconnected again. I tried to call back, but now they are closed until Monday. So, I have a bed that cannot be adjusted, therefore used comfortably and a short return window. I am afraid this company is trying to stall initiating my return, so I will be stuck with a bed that does not work. I just want my return. The customer service experience has been the worst of my life and so stressful. Again, thank you for your time and support.

  Business Response

  Date: 01/29/2025

  
  January 29, 2025
  
  Better Business Bureau of Minnesota & ************
  
  RE:Ms. ****
  Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms.****.
  
  Since filing this complaint, a member of our Executive Team has reached out by email and voicemail to work on a resolution. We sincerely apologize for the inconvenience and frustration this issue has caused. We encourage Ms. **** to respond to her voicemail or email.
  
  Best Regards,
  
  ****** H
  
  Executive Team Consultant  

  Customer Answer

  Date: 02/04/2025

  Good afternoon,

  I am rejecting this response because: Last week, on Jan 29, 2025, I received an email response from ****** *****, the Sleep Number Executive, after she received my BBB complaint; I reached out to her, however, I did not hear back for a couple of days, even after leaving voicemails. Before I knew it, the weekend was upon me and nothing was resolved, so I still could not use the new bed. Finally, I did hear back from ****** *****, and she told me that she had assigned my case to a *** who obviously didn't reach out to me.
  

  I went over the issues with ******, and she said she would be working with me. I felt hopeful at this point, that I finally would get the situation resolved.  We spoke during my lunch hour yesterday, Feb 3rd, 2025, and I told her we could talk later that day too. She emailed me some questions about the tech issues, and I responded as soon as I read the email, the same day. I called again yesterday and today and left a message this morning, stating that I was going to get back a hold of BBB later today if I did not hear back from her. I am running out of time to get this issue resolved, so I left a message that I would like one of two things. Either, at no cost to me, send me a remote so that I can actually make the new bed functional (since they have no fixes for the applications on my iPhone or computer), or I would like to initiate a return. The bed is wildly expensive, and if I can't adjust it as advertised, so I want to return it if I am unable to adjust it. 

  Thank you for your time in helping me resolve this issue. It has been very frustrating and anxiety raising.

  Best Regards,

  ***** ******
  
  
  

  Business Response

  Date: 02/10/2025

  Febaruray 10th, 2025
  Better Business Bureau of Minnesota & ************
  RE: Ms. ************ # ********
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. **************** position remains the same. Since filing this complaint,a member of our Executive Team has reached out by email and voicemail to work on a resolution. It may not be the solution the customer wanted but it is the one we are offering.
  Best Regards,
  Executive Team Consultant  

• Initial Complaint

  Date:01/21/2025

  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.

  Delivery 10/22/2024 paid $4844.59 After first night: wobbly base, underbed lighting would come on when I was not on bed, dip at foot of the mattress in center, foot warmer temp not consistent Called ***************************************************************** Tried explaining the issues but was told new foam will be sent out for a technician to install and I could inform the technician of the other issues. The technician determined base was not repairable and mattress needs new air ******** and foot warmer.I was informed that more parts would be sent out for another technician to install.I paid for a NEW mattress and base but received a defective base and mattress.I called many times and was eventually told I could return the mattress but not for the same mattress I purchased, and I could NOT return the base. I was surprised to hear the base was not returnable. I was never made aware of that when I made my purchase over the phone. I never signed anything.1/16/2025 I received a call stating Sleep Number executives approved a replacement of my base and mattress or a full return.I decided after how many calls and how long it took to get a resolution that it was in my best interest to do a full return. The supervisor explained I would be refunded what I paid less a pick up fee $266 and $300 restock fee.I questioned the restock fee because in one of my previous calls I asked if it was possible that I received a refurbished mattress and base. I was told Sleep Number does not refurbish or resell their returned products. So, why am I paying a restock fee? I also asked where could I find the notice of a $300 restocking fee and was told it is not noted anywhere because it is not a standard process. Sleep Number is making an exception resulting in a $300 restocking fee. I am disputing restocking fee.I asked to speak to someone higher than the escalation supervisor and was told no that the escalation supervisors are who are paid the big bucks to handle these type issues.

  Business Response

  Date: 01/24/2025

  
  
  January 24, 2025
  
  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 claim a member of the executive team has reached out to Ms. **** for resolution.
  
  
  Executive Team Consultant  

• Initial Complaint

  Date:01/21/2025

  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 received a bed skirt that was missing a strap that fits across the headboard. I called to complain and was told it doesnt require the strap. Online instructions show it is needed to keep the skirt on. I recontacted the company to request the elastic strap after dealing with the skirts ongoing detachment problem. I was informed that I would have to replace and purchase a new bed skirt as mine was out of warranty- over $300 installed. I rejected the install price and was quoted $119 since all I needed was the strap which was never supplied in the initial order. I was told I would receive a call at 10am the next day which I never received. It seems like Sleep Number company is only interested in the $ number not the customer needs.

  Business Response

  Date: 01/24/2025

  January 24, 2025
  
  Better Business Bureau of Minnesota & ************
  
  RE: ****
  Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr.****.
  
  Since filing this complaint, a member of the executive team has reached out to Mr. **** for resolution.
  
  Executive Team Consultant