Complaints

• Initial Complaint

  03/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I purchased the i8 Sleep Number Bed with luxury adjustable base in October 2021. Decision based on high recommendation from chiropractor and a salesman who claimed we had 100 days to try the bed and if dissatisfied had 100% money back guarantee. I tried the bed for 90 days and after many attempts to make it work, we decided to return the bed; however, we were informed the luxury adjustable base was not returnable and it was stated in contract we signed. It was, however, the salesman several times emphasized the 100% guarantee and unfortunately we took his word. I am a senior citizen and this will probably be my last bed I buy. The adjustable bed worked well with Sleep Number but it becomes a basic overpriced adjustable bed when mattress is returned, and cannot be made to work with all **************** I wanted. It works only in full capacity with their beds. I still think there should be a guarantee that includes this particular base since it is really only made for Sleep Number. Yes it works as a basic base with other beds but not in the same luxury capacity. we are stuck with a basic adjustable bed which is not what we wanted. Also we did go back to store and complain bed was not cooling at night and did not actually adjust to our movements to keep us asleep. He then sold us a "cooling pad" that should help and we could try it for 100 days and if not good, we would get our money back. That didn't happen either. He basically lied to us. It was $150.00. All bedding is nonrefundable. The sad thing is we received sheets from them, never even taken out of delivery bag and completely untouched and they deem them also not returnable. This is horrible customer service. People who removed our bed said they spend most days taking these particular beds back. There are some people who Sleep Number gave them their money back on everything, but after talking to several customer reps, we did not get the same service.

  Business response

  03/16/2022

  March 16, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: *****************************
  Case # ********
  
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, **************.
  
  The adjustable base is a final sale upon delivery Per our Terms and Conditions of sale. The terms and conditions of sale are included with the receipt the customer sent in stating in bold under exclusions to In-home trial Policy. The products below are not subject to the In-Home Trial Policy. These products are subject to the following return/exchange policies: Purchases of FlexFit adjustable bases, upholstered furniture,display products, and clearance products are final sale, not returnable, and not exchangeable. Upholstered furniture orders cannot be canceled or changed after purchase.
  
  We also reached out to the store and requested a copy of the Terms and Conditions of Sale. ************** signed off agreeing to the terms. We set up a return to pick up the mattress and we picked it up on 2/14/2022.  We provided the customer with a retainer bar and remote so that the base can be used with a variety of other mattresses on the market.
  
  Best regards,
  Executive Team Consultant  
  
  

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  since the first week purchasing this bed it has had **ntroller issues. each time the bed is tried to be raised or lowered there was an issue. long wait times on the phone and eventually they would get it to work only next time it would fail again. we don't raise and lower often but each time was an issue. after many times with this i requested they fix it or pick it up. this was *** ************** they finally sent a tech over. it failed for ******** said he ordered a replacement **ntroller. an hour later i get a call saying they cannot order this and transferred me to another line supposedly the manufacture of the base. the lady went over the reset procedure which i informed her this had been done many many times in the past but the problem was never **rrected. i humoured her and followed instructions. when done nothing worked and she said i should have **ntacted her ** in the past and i responded with i always called sleep number because they are who i bought it from and i had no idea that another **mpany was involved. she said i had to get back with sleep number and i said i already was and was sent to her. i asked for a supervisor and she asked that i didn't do that and when i insisted i was hung up on. now over an hour waiting on hold for sleep number and then they want to bounce me back to the other **mpany. this is crazy!! i need this fixed

  Business response

  03/14/2022

  March 14, 2022
  
  Better Business Bureau of ********* & ************
  
  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 our **************** team has been in contact with the customer and a mutually satisfactory resolution has been found.
  
  Best regards,
  Executive Team Consultant  
  

• Initial Complaint

  03/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sleep Number *********, **, transaction a disaster. Salesmanship, poor. Never told me frame was non-returnable. Dont want the bed, dont like it. Cant afford to keep a frame for *****. I am 80 years old on a fixed income. Theyre refusing to take the frame back. The salesgirl was disgustingly rude and screamed at me over the phone. Bed is not great; I dont want it. Customer service is deplorable.

  Business response

  03/12/2022

  March 12, 2022
  
  Better Business Bureau of ********* & ************
  
  RE:  Mr. ****
  Case #:  16844441
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. **************** **** is requesting a return of the Queen ** 360 Smart Bed with optional FlexFit Adjustable Base with Attached Remote he purchased on December 23, 2021.  Mr. **** acknowledged on a phone call into our ************************ that he signed the Terms and Conditions of Sale.  By signing the Terms and Conditions of Sale, he acknowledged that he agreed to those terms which clearly state the adjustable base is a final sale.
  
  We cannot honor his request to take a return on the adjustable base as we have an obligation of fairness to all our customers to uphold those Terms and Conditions of ******************** can set up an exchange or return of his mattress until May 5, 2022.
  
  Best regards,
  Executive Team Consultant  

• Initial Complaint

  03/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had $1800 available for a deposit on the bed, and we wanted to finance the remainder. We were put into 3 ******** credit cards for this financing. We were asked if a $1400 deposit would be better for us, because we could get the additional as a part of the financing. It was not disclosed to us that the additional 400 would be over the credit limits ($200 each, on 2 of the cards). It created an over usage on our credit limits and dropped our credit 60+ points each. I have no problem with making the payments, but to be deceived into paying a smaller deposit only to over charge our limits is despicable. The credit card company advised that we reach out to Sleep Number to recode our loan to remedy this issue, but Sleep Number said they have never had this problem before and took no action.

  Business response

  03/14/2022

  March 14, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: Ms. ************ # ********
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. *************** 12/4/2021 Ms. **** purchased a ********************* and optional adjustable base.  On three separate Synchrony accounts. The mattress and base were delivered on 1/19/22.
  
  
  Synchrony allows our POS system allows us to charge 10% over the credit limit if the account is used on the same day as the application is processed without calling Synch for a credit increase.  The customer would need to pay that overage in addition to the normal payment for that first month, to avoid any fees. This should be reflected on the customer statement from Synchrony.
  ********************** and Synchrony are separate companies.  Due to federal laws protecting the privacy of consumers financial information, Synchrony cannot provide or discuss our mutual customers financial transactions regarding their individual accounts.  Any questions regarding your account(s) should be communicated to Synchrony directly at ************.  Sleep Number cannot alter your agreement with Synchrony or change what they report to credit bureau.
  
  
  Best regards,
  Executive Team Consultant  

• Initial Complaint

  03/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I really don't know if this is the place to do this. We bought a Select Number Bed & the sales people were fine. We bought the bed in ********** **. When we sat down to purchase the bed, even though we were reluctant, they pushed us into it. So we are buying the bed. They threw all of these forms at us & had us sign all of them & went over the phone app etc & said that the bed would be delivered/if we weren't happy, we could return it after 30 days. Ok, sounds good. NEVER ONCE did they mention that there was a $200 delivery & set up fee & NEVER ONCE did they tell us that there would be a $250.00 return fee. We have never experienced that before. Most places, when you spend that much money, deliver for free. When we got home, I went through all of the papers & noticed this-but you can't return the bed until after the 30 day trial. So we are stuck. This is a big issue online/saw thousands of people complaining about those fees that weren't disclosed to them. Sounds like bait and switch to me. We have decided to send bed back-I am allergic to something in the bed, I was miserable. They said OK, that they would send retainer bar kit for bed frame, which you have to keep no matter what-another scam. AGAIN, did not say that we would be charged-didn't know until days later when they emailed me a receipt. They charged us fees in 3 areas & NEVER ONCE DISCLOSED THIS INFORMATION. They should be required to disclose all of these extra fees! **After contacting them a few times, they have agreed to waive the fee for retainer bar. All we customers want is for a business like this to be upfront with any extra fees. Honestly, we would not have bought this if we had known about the return fees. It makes the company look shady when it seems like they are trying to hide something. The phone reps were very nice about my concerns, but the company needs to take at look at their sales tactics. It's a shame-I thought they were a reputable company. I will know better with next big purchase

  Business response

  03/10/2022

  March 10, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: Ms. ************ # ********
  
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. *************** 12/31/2021 Ms. **** purchased a Split Cal King ** mattress and optional adjustable base. The mattress and base were delivered on 1/26/2022.
  
  We sincerely apologize for the customer experience and are using her feedback for coaching opportunities. A properly set return order will generate a retainer bar for no cost.  Ms. ****should not have been charged for the retainer bar.
  
  We reached out to the store and requested a copy of the Terms and Conditions of Sale. Ms. **** signed off agreeing to the terms as well as initialed at each bullet point pertaining to her order, including the one that states our adjustable bases are final sale items and the customer is responsible for delivery and return fees.
  
  
   We set up a return to pick up the mattress on March 17, 2022.  
  
  Best regards,
  Executive Team Consultant  
  
  

  Customer response

  03/11/2022

   I am rejecting this response because: 

  We knew that the base was not returnable.  My complaint is when they sell you the bed, they DO NOT TELL YOU that there is a delivery fee to bring the bed to the house AND THEY DO NOT TELL YOU THAT IF YOU RETURN IT, THE COST IS ON **!!!  They FAILED to disclose that when we were looking at the bed in-store.  When you order a $7000 item, there should be free delivery, which we assumed and they kept telling us that if we didn't like it, we could return it, BUT AGAIN THEY FAILED TO MENTION THAT WE HAD TO COVER THE COSTS!!!  We most likely WOULD NOT HAVE purchased the bed in the first place.  That is really a poor and despicable sales tactic. I want them to admit that they purposely leave this out of the sales pitch so people will buy their product, and I want them to change their sales tactic so new customers will not feel like they have been duped.  We expected more from a so-called reputable company.
  

  If you look online at most other mattress companies, they have FREE shipping to the home and some offer free returns. If they don't have free returns, they tell you UP FRONT what the return fee is.  Select Comfort does not do that and the customer is left holding the bag.  
  

  Select Comfort needs to be totally open and honest about ALL COSTS concerning their products, otherwise it is like ripping off the customers.  It's like they are purposely trying to hide these costs.
  

  Business response

  03/17/2022

  March 17, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: Ms. ************ # ********
  
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. *************** 12/31/2021 Ms. **** purchased a Split Cal King ** mattress and optional adjustable base. The mattress and base were delivered on 1/26/2022.
  
  Our position remains the same.  We corrected the error regarding the retainer bar.  Customers have a responsibility to read the terms and conditions provided to them to understand what they are agreeing to.
  
  
  Best regards,
  Executive Team Consultant  
  
  

• Initial Complaint

  03/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two sleep number beds almost a year ago, after a tornado destroyed my house. I have had nothing but problems with the King *** purchase. I have called sleep number over **************************************************************** their notes from our interactions. They have sent me a new pump which did not solve the problem. They sent me a new base frame because they thought the hoses were pinched. However, it took over a month to get, so I had to sleep in a *** that literally had no air and sunk in the middle. The new base did not work. They kept trying to have me troubleshoot problems from home on my own end. They just sent me new air ******** because they thought there might be a leak. I was originally told the technicians would be to my house on Friday, 3/4/22 between 7AM and 8PM. This is a 13 hour window which is absolutely ridiculous. I called to speak to them about this. I was told on 3/3/22 that the technicians would be to my house between 7AM-10AM. I got a text the day they were to arrive between those times saying now it might not be until 11:30. When I called and spoke to Sleep Number about this time change the lady told me that there first stop was at 8:30Am. I asked her how they could say 7AM if there first stop was not until 8:30 AM. She informed me that the technicians start at 7 but by the time they get the truck and load it, they do not get to customers until 8:30. At this point I am beyond furious. How are they going to tell the customers to be ready between **** if they would never be at your house at 7AM? Whatever they do to get their truck should not be told to a customer for a possible time of arrival. I spent $4,500.00 on the king ***, and the way they treat customers is absolutely horrible. I also have a second sleep number full *** in the second ***room that was around $3,500.00. My point for listing the prices is that I spent $8,000.00 on two ***s to get the poor, pathetic level of support and service.

  Business response

  03/10/2022

  March 10, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: Ms. ************ # ********
  
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. **************** our records Ms. **** has been in touch with customer service after the air chamber was replace. A mutually satisfactory resolution has been found.   We sincerely apologize for the customer experience and are using his feed back for coaching opportunities.  
  
  
  Best regards,
  Executive Team Consultant  
  
  

• Initial Complaint

  03/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband and I visited the ******, ** location on October 18, 2021. We were there almost two hours and tried every mattress. Because we had specific health needs, we added all of the features we needed in order for us both to be satisfied. We were told of every feature, discount, upgrade possible with the exception of the fact that if the base was delivered it will be final purchase. That item alone would have made us think twice. Our bed was delivered on November 18. We started having issues within two weeks; settings wouldn't stick and we could not make the bed comfortable for both of us at the same time. I called customer service to return and was told to give the mattress 30 days to adjust to our bodies. Within the next two weeks, I called again wanting to return as the comfortability was not better and was offered a mattress topper to help. I initially declined the product, but eventually had them send it with no improvement. We then started having issues when one of us adjusted the bed it would also adjust the other person's side which added frustration as we are on two separate sleep schedules. My dual temp stopped working and I continually get an error message on the remote. I purchased this product specifically to help me regulate my temperature during hot flashes. I have reached out to customer service several times within my 100 day trial seeking solutions and I have tried everything they have told me. The ultimate slap in the face is to realize I am now stuck with a $3500 base that I was supposed to have been notified that I had to cancel before delivery which makes no sense. I then had to spend more money for removal as well as for a bar to be added so my new mattress won't fall off as I use the adjustable base feature with the new generic remote. I spared no expense with this purchase as it was supposed to be the last mattress. I am beyond disappointed. I will do my best to make sure no future consumer has to experience the regret I did.

  Business response

  03/10/2022

  March 10, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: ****
  Case # ********
  
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. *************** reached out to the store and requested a copy of the Terms and Conditions of Sale. Ms. **** signed off agreeing to the terms as well as initialed at each bullet point pertaining to her order, including the one that states our adjustable bases are final sale items. We set up a return to pick up the mattress on 3/17/2022.  
  
  We sent the customer the retainer bar for the base at no cost.  Ms. **** was mistakenly charged for a retainer bar and will receive a refund.  A copy of the signed and initialed Terms and Conditions of Sale are available upon request.
  
  
  Best regards,
  Executive Team Consultant  

• Initial Complaint

  03/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a bed for over $8000 in December, our delivery was scheduled for January 18th, the day of the delivery the delivery was canceled last minute, the order was pushed to FEB 3rd, on FEB 3rd the day off delivery we received a cancelation again, this order was pushed all the way to March 1st. At this point I requested to speak to a manager but I was refused to. I understand why there was no delivery on FEB 3rd but it should have not been pushed a whole month again. Today FEB 28th I received a cancelation for tomorrows delivery AGAIN. This is absolutely ridiculous and very bad customer service. If I would have known that this is such a hassle. WE paid a lot for this bed and another $300 for just delivery. Someone needs to be hold accountable!

  Business response

  03/10/2022

  March 10, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: Ms. ************ # ********
  
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. ****.
  
  According to our records as of 2/28 a member of our **************** team has been in contact with the customer and the desired resolution was fulfilled.  
  
   We sincerely apologize for the inconvenience and frustration this issue has caused. We will use this as a coaching opportunity to improve the customer experience.  We are working to improve turnaround time for customers.  The dates we offered are the best dates we have to offer based on labor and product availability during these troubling times.
  
  
  Best regards,
  Executive Team Consultant  
  

  Customer response

  03/10/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a sleep number bed 4 years ago. We called sleep number 4 or 5 times because the outer layer of the bed kept deteriorating. Sleep number denied the issue and would not send anyone out to view the issue, however instead they sent us replacement parts on three occasions. we had to take the bed apart ourselves and replace the foam pieces that deteriorated. Fast forward 1 to 2 years and our bed is completely flat, sleep number denies an issue and told us the last time we called they would charge us for the parts. The bed is completely unusable and we are stuck with a bed we paid several thousand dollars for and sleep number will not help and we do not feel we should pay for parts and be stuck with a bed that has a 15 plus year warranty. We would like them to make this right, we either want our money back or a new bed that will not deteriorate on us. Please if you can help we would greatly appreciate it. I did not file a complaint sooner because I did not know about your services.

  Business response

  03/09/2022

  March 9, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: Ms. ************ # ********
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. *************** 7/1/2017 Ms. **** purchased a Flextop Cal King ** mattress and optional adjustable base. The mattress and base were delivered on 8/5/2017.
  
  According to our records Ms. **** has received the appropriate warranty parts from us 5 times since the purchase of her bed. Per our records Ms. **** has repeatedly refused to trouble shoot so that we can be certain to send the correct part. Ms. **** has not been charged for any parts that were replaced and we have not refused to send the appropriate parts to her. 
  Ms. **** warranty does not cover the cost of labor and her mattress is easily accessed by the customer to replace parts. 
  
  We will be happy to continue supporting Ms. **** under the terms of her 2/25 limited warranty. The requested resolution is a refund, however there are no additional chargers to refund.
  
  
  Best regards,
  Executive Team Consultant  
  
  

• Initial Complaint

  02/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 30 December 2021 we purchased a set totalling almost $7k. We bought this mattress to assist with my back issues. We financed for 36 months and got $500 off at the time of order. On 01-26-22 our delivery was scheduled. 1 hour after the delivery time I finally got ahold of someone and they said to bad so sad our guy got covid and it has to be rescheduled for 2 Mar 22. We will refund your delivery fee which they did. I call back daily and finally got a date of 02-24-22. I was notified an hour after delivery that it has now been rescheduled for 03-14-22. When I called to inquire because they did not bother calling me. Once again to bad so sad our driver got covid again. They decided to send us a sheet set for our troubles. So far I have taken two days off equaling over $700 which doesnt even equate to it. I go on sleep number website to find them offering the same bed for an additional $300 off for a total of $800 and offering 48 months financing instead of 36. I went into the store in ************** ******** on 02-24-22 and was told we can't do that because you financed it for the **************************************************************************************** I want the additional $300 off and financing switched to 48 months and the bed to show up prior to 03-14-22. Which is during spring break for my kids and we will have to adjust our travel plans to accomodate sleep number. I have been on an air mattress since 01-26-22 and have back issues to begin with. There is alot of back and forth store can't do anything but something recovery has to do it. I have little faith that the mattress will even show up on 03-14-22.

  Business response

  03/07/2022

  March 7, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: Mr.****
  Case # ********
  
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. **************** promo match for $300. For Mr. **** has already been processed. Per our agreement with *************** we cannot allow terms to be changed as a promo match.  We will do everything in our power to fulfill this order on 3/14. We take this safety of our customers seriously; we have a responsibility not to purposely spread infection Covid.
  
  
  
  Best regards,
  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. ↩