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

  2549 Vestal Pkwy E Suite 1, Vestal, NY 13850 Vestal, NY 13850

• 

  Sleep Number

  7728 Mentor Avenue Mentor, OH 44060

• 

  Sleep Number

  275 Crocker Park Boulevard Westlake, OH 44145

• 

  Sleep Number

  26222 Novi Rd Novi, MI 48375

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: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.

  Bought a King size bed with a 10 year guarantee in Aug 2018. One side keeps losing air. Called SN ****************, they said they would send 2 caps and instructions to tell whether it was the mattress or the pump. They never sent them. Went to SN beds on ********************** in ***********. They don't schedule service. Said to Call the 800 number, BUT if you want, you can call "this guy", "****", he does a lot of service for us. Called ****, he came out and put the caps on the air lines and charged us $145, then said, if the mattress still loses pressure, with those caps on, it is the mattress or the plastic air supply lines. He and I both checked the heavy duty air lines, no leaks found. The mattress lost air again overnight. Called ****, he said to call ******************* again and tell them you need a replacement "pump side" mattress. Called Sleep Number **************** but couldn't understand the "East Indian" lady. Went online to their ************** 3 times in the last 3 weeks, each time I held for 10 minutes or more after they said "An agent will be with you shortly", no agent ever got with me. For over 2 months I pump the bed up to my "sleep number" then within 3 hours the mattress deflates and I have to pump it up again. I'm 78 years old, and would like some help getting to someone at Sleep Number who can help me. Someone who speaks English, clearly, so we can get this resolved. We bought the bed in August 2018, 6 1/2 years ago, and it is supposedly covered for 10 years. Whether it is covered or not, I need it repaired. I'm old, but still a pretty good writer, and they aren't going to appreciate any article that I put together about them for the newspapers. This is the worst customer service that my wife or I have ever experienced. Their website ************************** doesn't even include a main office address to complain to, and we bought a $3000 bed from them.

  Business Response

  Date: 01/29/2025

  January 29, 2025
  
  Better Business Bureau of ********* & ************
  
  RE:*** ****
  Case # ********
  Sleep Number Customer # **********
  
  Dear **********************:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, ********
  
  Since filing this complaint, a member of the Executive Team has spoken with *** ****and set up a warranty replacement. We sincerely apologize for any frustration this may have caused while seeking a resolution.
  
  Best regards,
  
  ****** H
  
  Executive Team Consultant  

• Initial Complaint

  Date:01/15/2025

  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 Sleep Number Split King 360 in 2017. It has worked fine. Within the last two months, Ive noticed that my mattress does not inflate when I exit in the morning and it does not deflate when I get in at night to my set sleep number. I have contacted customer service numerous times without resolution. I did talk to a supervisor who sold me a new air pump that is supposed to be under warranty. She said my prorated part of the warranty was $250. The new pump did nothing to fix the problem. Each time I call customer service I have to leave my ****************** and wait hours to get a returned call. Then I have to explain everything again to a new representative. I have asked for a supervisor to contact me with no response. I have received calls from sleep number while on the phone with another representative so Im not sure who was calling from sleep number. Either way Im not getting the service I paid for when I bought this expensive bed. I want someone knowledgeable with this issue to contact me and if it cant be resolved I want a technician to come fix my bed. Sleep Numbers customer service is severely lacking.

  Business Response

  Date: 01/23/2025

  January 23, 2025
  
  Better Business Bureau of Minnesota & ************
  
  RE: ****
  Case #  22811695
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, *** ****.
  
  According to our records *** ****** last spoke with customer service on 1/20/25.  We asked *** **** to cap the ******** to help diagnose the issue with air loss. We are awaiting his return call for the next step in resolving the issue.
  
  
  Executive Team Consultant  

  Customer Answer

  Date: 01/29/2025

   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. The Sleep Number supervisor reviewed my account and is sending technicians to my home to resolve the problem and has waived any charges. Very satisfied with *******!

• Initial Complaint

  Date:01/14/2025

  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.

  My sleep number bed is just over 1 year old and the foot warming feature has already stopped working. I contacted the company and they ran a diagnostic that showed the foot warmer is indeed not working. They said that I would need to pay $42 for the replacement part and $190 for them to come and fix the issue, all on a bed I paid over $11,000 for. I am handicapped and on a fixed income and feel this practice by this company is completely unacceptable.

  Business Response

  Date: 01/14/2025

  January 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.****
  A copy of her ******** Limited Warranty was provided to him in the owners manual upon delivery. The warranty is also available anytime on our website.  Labor is not covered by the warranty.  
  Executive Team Consultant  

• Initial Complaint

  Date:01/14/2025

  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 made a purchase on Oct 15th, 2024, due to the mattress dipping in the middle I have decided to make a return. I am told that I will be charged a restocking fee although this is quality issue on the company part. The person I spoke with in customer service was not only rude, but he has denied me to speak with a manager. The item is being returned withing their policy guidelines, this company is not taking responsibility for their product. I should not be charged a restocking fee or pick-up fee.

  Business Response

  Date: 01/14/2025

  January 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, Ms.****.
  
  All customers are responsible for the delivery and pick-up fee should they decide to return the mattress. We do offer a 100-night trial for our smart beds, this trial is limited and does not extend to adjustable bases and shipping-delivery fees, which are non-returnable. Our Terms and Conditions clearly state that the customer is responsible for the shipping and return fees.   
  

  Executive Team Consultant  

  Customer Answer

  Date: 01/14/2025

   I am rejecting this response because: When I made my purchase that was not explained. **** has already agreed to take back mattress and base. I am being charged ****** that I should not be charged because that was not explained prior to my purchase. Which I would not have used their services. I paid for delivery and was only stating that I can return within a 100 days without any questions being asked. Just now learning about all of these other stipulations.
  
  
  

  Business Response

  Date: 01/15/2025

  January 15, 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.****.
  
  Our position remains the same, all customers are responsible for the delivery and pick-up fee should they decide to return the mattress. We do offer a 100-night trial for our smart beds, this trial is limited and does not extend to adjustable bases and shipping-delivery fees, which are non-returnable. Our Terms and Conditions clearly state that the customer is responsible for the shipping and return fees. Ms. **** is responsible for the return fee.
  

  Executive Team Consultant  

• Initial Complaint

  Date:01/14/2025

  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.

  As loyal customers who have previously recommended ********************** to friends and family and own another Sleep Number mattress ourselves, we feel deeply disappointed and let down by this experience.I am writing a complaint regarding the defective Sleep Number C2 mattress purchased for my child on June 17, 2023, for $2,634.65 (Order Number: ***********). Despite multiple technician visits to address the issuesincluding mismatched pump and air levels, inconsistent firmness settings, and a physical defect where the middle separator creates an uncomfortable dividerthe problems persist. The app's settings do not align with the actual firmness of the bed, and the divider causes one side to be firmer than the other, forcing my son to constently roll uncomfortably to one side. These defects have significantly impacted his sleep quality and posture, causing months of discomfort.Over several months, we have endured numerous technician visits, each requiring follow-ups, yet no permanent resolution has been achieved. Despite the product being defective from the beginning, your customer service has refused to honor a return, or replacement, citing the 100-day trial period, which should not apply to a faulty product. This has resulted in significant inconvenience for my family, with countless hours spent on calls and technician appointments, all of which disrupted our routine and added emotional ********* resolve this matter, I am requesting a full refund or store credit for the mattress, base, and frame, as well as a $1,000 inconvenience fee to compensate for the time, effort, and frustration caused by this ordeal. If this issue is not resolved promptly, I will file a formal complaint with the Better Business Bureau and pursue legal action for breach of consumer rights.Please contact me directly to confirm receipt of this letter and provide a timeline for resolution. I urge the Office of the CEO to address this matter personally and rectify the situation promptly.

  Business Response

  Date: 01/20/2025

  January 20, 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.****
  The customer has a scheduled Tech visit 1/30 to address the issue. Customer were also told this issue would be handled under the warranty.We will not be replacing the mattress or providing a refund for this issue because we are actively working with the customer to resolve the issue
  

  Executive Team Consultant  

  Customer Answer

  Date: 01/26/2025

  I am writing in response to Sleep Numbers reply dated January 20, 2025. While I appreciate their acknowledgment of my complaint, I must clarify key points they failed to address.
  The scheduled technician visit on January 30, 2025, is yet another attempt to resolve a long-standing issue with this defective product. We have already endured multiple technician visits, starting from the first delivery day when the bed was identified as defective. Each visit failed to fix defects, including mismatched pump and air levels, inconsistent firmness settings, and a physical divider causing discomfort. Despite repeated efforts, these issues persist.
  Unfortunately, my child didnt bring this to our attention earlier. When we slept in his bed, we realized the issue remains, and he has been suffering from poor sleep. Continuing to send technicians is not a solutionits a repetitive, time-consuming process that has disrupted our lives and affected my childs health.
  During the 100-day trial period, I requested to return the mattress due to defects but was assured the issues could be resolved. This misled us into missing the return window, yet the defects remain unresolved.
  I now request a refund or store credit for $2,634.65, plus $1,000 for the time, effort, and frustration caused. Continued technician visits are ineffective.
  I am no longer willing to take time off work or endure further disruption. If Sleep Number fails to provide a refund or store credit totaling $3,634.65 by February 28, 2025, I will pursue legal action through small claims court.
  I trust the BBB will help mediate this matter, and I urge Sleep Number to resolve this promptly.
  

  Business Response

  Date: 01/29/2025

  January 29, 2025
  Better Business Bureau of Minnesota & ************
  RE: Mr. ************ # ********
  
  Dear Better Business Bureau:

  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. ***************** filing this complaint, a member of the Executive Team has spoken with *** **** and has offered a satisfactory resolution. *** ****will discuss the resolution with her husband before proceeding.
  
  
  Best Regards,

  ****** H

  Executive Team Consultant 

  
  

  Customer Answer

  Date: 02/02/2025

   I am rejecting this response because: this is the email I sent the Executive Team:

  Dear ******,
  Thank you for reaching out and offering a chamber lift as a courtesy. However, I must respectfully decline this solution.
  The core defect lies in the fact that the Sleep Number app does not reflect what is actually happening with the mattress. A firmness level of 45 on the app feels like 100 on the mattress for example. We have explained this to every technician who visited, and despite multiple part replacements, the issue remains unresolved. Other than the middle divider that forces my kid to roll over to one side while he is asleep. I fail to see how adding a chamber lift would fix this fundamental problem.
  More importantly, this is about my childs health. He has already endured months of discomfort, and I cannot, as a parent, put him through yet another trial-and-error process. Dont you agree that no parent should have to accept this for their child?
  I have given Sleep Number every opportunity to resolve this issue, yet I was misled from the beginning. When we tried to return the mattress within the 100-day trial period, we were reassured that the issue could be fixed, which ultimately prevented us from exercising our right to return it under the warranty policy. This was unfair treatment from the start.
  If Sleep Number fails to provide a refund or store credit totaling $3,634.65 by February 28, 2025, I will pursue legal action through small claims court.
  Best regards,
  ***** ***********

   

  
  

• Initial Complaint

  Date:01/14/2025

  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.

  Customer ******************: ********** item never received or sign for it whenever I call they stated that they will issue credit once the item shipped I never received my full credit my last communication on Monday December 30th 8:59 Representatives name RV customer service ********************** I spoke she stated that refund already issue and she said that she will send me the confirmation email I received the confirmation email for the refund is already passed reasonable time frame I'm not getting my refund that's unacceptable and misleading the customers service whenever I call they are giving different explanation never received my full credit that item which never received by the purchases that's unacceptable business practice

  Business Response

  Date: 01/22/2025

  January 22, 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. **************** ****s order has been cancelled.  She purchased and received a set of sheets on 12/17/24.  These sheets have not been returned to us.   Ms. **** can reach out to customer service to get a rt label. Once the sheets have been returned she will be refunded.
  
  
  Executive Team Consultant  

• Initial Complaint

  Date:01/14/2025

  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.

  Ordered a complete bed brand new bed over a month ago, was delivered yesterday and was broken, the delivery crew said they would create a ticket and we would be contacted the following day before noon. Nobody contacted us after spending several hours on the phone, came across rudeness and was told that no ticket was created and it was a final sale. We spent $7,000 only to be treated like garbage after given a defective product. At this point we do not wish to do business with a company that treats their clients this way and demand a full refund.

  Business Response

  Date: 01/22/2025

  January 22, 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. ************** had a service scheduled to confirm what the problem was with the bed.  Mr. **** cancelled the service.  *************** is scheduled for 2/4. To deliver a new set of furniture.
  
  Executive Team Consultant  

  Customer Answer

  Date: 01/24/2025

   I am rejecting this response because:
  A technician already came back to see whats wrong with it and said the speaker is broken, I never rejected anything, the company was supposed to cancel that appointment and just sent us the new bed. This company keeps lying and have been the absolute worst to deal with, and beyond unprofessional. The store where I purchased the bed never answers calls or returns messages. Im having to drive down to the store when I need to get a hold of someone, or call customer service and be on hold for three hours, just to deal with attitude.
  
  

  Business Response

  Date: 01/25/2025

  January 25, 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. *********** position remains the same, we had a service scheduled to confirm what the problem was with the bed. Mr. **** cancelled the service. Another Service is scheduled for 2/4. To deliver a new set of furniture.
  
  Executive Team Consultant  

  Customer Answer

  Date: 02/06/2025

  After paying thousands of dollars to purchased a brand new bed. The first bed was broken they offered to deliver another one, guess what the bed that was delivered today was also broken. I have yet to received a working be after paying $7,000. After calling customer service to fix this issue they told me to the manufacturer. How ridiculous and rude.

  Business Response

  Date: 02/12/2025

  February 12, 2025
  Better Business Bureau of Minnesota & ************
  RE: Mr. ************ # ********
  Dear Better Business Bureau:

  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. *************** bed was delivered on 1/09/25 and was not defective. The customer accepted delivery of the mattress and integrated base. The furniture had a defect, and we offered a product replacement. The customer refused delivery of the furniture replacement due to an issue with the plug and we provided a full refund of $2,682 on the furniture. We apologize for any inconvenience this may have caused. The refund of $219.02 will go back to Mr. ***** **** and $2,462.98 will go back onto the MasterCard. The refund was settled on 2/06/25. It may take up to 10 business days for it to reflect.

  We do try to be as clear as possible in our language on terms and conditions to ensure it's clear to everyone. We stand by our policy as presented to the customer. The first paragraph of the Terms and Conditions clearly states that the customer is responsible for the shipping and return fees. We do provide a copy of the terms and conditions at the point of *******. **** could have cancelled his order at any time before delivery if he disagreed with the terms outlined above. The return fee was waived on the furniture due to the defect. Mr. ***** mattress and integrated base are not defective, and he is responsible for the return fee if he chooses to return his bed. The mattress and integrated base work independent of the furniture.
  
  Best Regards,

  ****** H

  Executive Team Consultant 

  
  

  Customer Answer

  Date: 02/14/2025

   I am rejecting this response because:
  Everything on this companys reply is a lie. We received the first broken bed set, and we had to call them since no one reached out to me regarding this issue. After hours on the phone, they said they would send a replacement set. Two months later the delivery crew informs me that the replacement set is also broken and promised someone would contact me about a third replacement and compensation. Of course nobody called. After calling them, again and spending hours on the phone to only be told to contact the manufacturer. I thought sleep number was the manufacture. To make things worst, they took it upon themselves to cancel my third delivery. Four months later Im stuck with an integrated box spring and mattress that is not compatible with any other bed frame and you cannot connect a headboard to it. We have filled a lawsuit and will file an additional through a lawyer for the anxiety and stress theyve cause us.
  
  

  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. *****
  Our position remains the same.  We have been in touch with the customer and made our final offer at this time.
  Best Regards,
  

  Customer Answer

  Date: 02/14/2025

   I am rejecting this response because:
  After four months and the h*** youve put me through, you still want me to pay for a bed set to get delivered for the third time. Im not with this company 
  

• Initial Complaint

  Date:01/09/2025

  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 the bed on 7/11/2019 and have consistent problems with the responsive air not working. I've called several times over the years and have got any resolution. We've trouble shooter several times and even had them pull data on the bed, I told them regardless of what the data showed please send a tech so they could see for themselves the responsive air is not working. I have been a sleep number customer for over 15 years and I'm disappointed at how this has been handled. The responsive air is the main reason I choose sleep number and without I'm in extreme pain. Please help me. Thank you

  Business Response

  Date: 01/10/2025

  January 10, 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.****.
  
  According to our records as of 11/13/24 we checked again and tracked the ** logs again.  They confirmed that the ** is working as expected. We also reached out to our engineers, and they also confirmed the ** is working. If Ms. ****** would like a technicians to come out and check the bed the cost is $190.
  
  
  
  Executive Team Consultant  

  Customer Answer

  Date: 01/13/2025

   I am rejecting this response because:

  I've spent a ton of money with sleep number and have had multiple beds, the I10 is the only one I've had an issue with and to charge me almost $200 for a technician to look at the bed is unacceptable. If they cannot have a technician fix it as a courtesy with a much money as I've invested then I have my answer and will do what's best for my husband and I. This is definitely not a satisfactory resolution. 
  
  

  
  

  Business Response

  Date: 01/14/2025

  January 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.****.
  
  Our position remains the same, according to our records as of 11/13/24 we checked again and tracked the ** logs again.  They confirmed that the ** is working as expected. We also reached out to our engineers, and they also confirmed the ** is working. If Ms. ****** would like a technician to come out and check the bed the cost is $190.
  
  Executive Team Consultant 
  

• Initial Complaint

  Date:01/03/2025

  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 sleep number split top king mattress and adjustable base on 8/19/24 and received delivery on 8/30/24. We were told when we purchased the base that it could be programmed different ways; split king, full king, and split top king. Unfortunately the mattress was an uncomfortable match for us, so we returned it during the 100 might trial. We had purchased a full split king mattress to replace it and I was told we could have it reprogrammed to fit the new mattress.The movers told me they could not reprogram the base and to call customer service. I called that day on 12/2/24 and was told the reprogramming would be done, but would take 3-5 days. After this time period I was contacted again and walked through how to reset the equipment through the app. The customer service agent was fantastic, but the reset did nothing and we were unable to get the equipment to work. I was told it would be escalated and I would receive a call back in 3-5 days. The customer service agent called back again. This time we were able to reset the equipment, but it had been reprogrammed for a full king mattress, not split. I was told that it would be escalated again.I called 12/26/24 since I had not heard back and was told someone from sleep number would be contacting me on 1/2/25. I did not hear anything so I called back again on 1/3/25. I was told that the ticket was still open, that they were working on it, and that all I could do was wait. I asked if I could return the product since it was not doing what I was told when I purchased it and was told no, the product cannot be returned. I asked what the resolution would be and was told again to just wait for the ticket to be resolved. I asked for a time frame of when this might happen and was told again to just wait. I asked to speak to a supervisor, was told that was who I was speaking to, and to just ******** I have a base that is 4 months old, doesn't work, and I have not been able to use for a month. Unacceptable.

  Business Response

  Date: 01/06/2025

  January 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, Ms. ************************** We have an open ticket to resolve this issue. Unfortunately,we do not have a timeframe for resolution at this time.
  
  Executive Team Consultant  

  Customer Answer

  Date: 01/07/2025

   I am rejecting this response because:
  The bed frame has been non functioning for over a month now. I have had the bed frame for 5 months now, and it has been unusable for over a month of that time frame. 
  I find it unprofessional to sell an item to a customer if you cannot provide a fix for that item in a reasonable amount of time. I need the frame to work, and asking me to wait an unspecified amount of time for that to happen is unacceptable. I would like to return the item since it does not work. The item is still under warranty. 

  Business Response

  Date: 01/10/2025

  January 10, 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. ************** member of the Executive team has reached out to the customer for resolution.
  
  Executive Team Consultant  

  Customer Answer

  Date: 01/14/2025

   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.

• Initial Complaint

  Date:12/31/2024

  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.

  The Sleep number inflatable air mattress is leaking air again making it useless.I did all of the suggested trouble shooting and contacted support on line. They will not let me present my complaint to anyone other than the person who answers the phone.THIS will be the THIRD mattress that has this problem. The last time they told me they were having issues with slow air leaks. The following dates and charges incurred for their warranty prorated.February 2023 $92.40 I paid March 2024 mattress failure again December 2024 mattress failure again ,cost again $ 90.

  Business Response

  Date: 01/03/2025

  
  January 3, 2025
  
  Better Business Bureau of Minnesota & ************
  
  RE: ****
  Case # ********
  Sleep Number Customer # **********
  
  Dear **********************:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. *****
  
  In 2016 Mr. **** purchased two twin mattresses.   We replaced an air chamber in 2023 which ******* paid for under the terms of his warranty. We replaced another air chamber on 2/7/2024 and another on 3/4/2024 at no cost. His warranty is currently covering cost at 48%.  It is a prorated warranty and the portion that Sleep Number pays goes down each year by 4%.
  
  Since filing this complaint, a member of the consultants team has reached out and left a message for the customer.
  
  
  Executive Team Consultant