Complaints

• Initial Complaint

  02/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/31/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/21/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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  

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  01/14/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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  

*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. ↩