Complaints

• Initial Complaint

  02/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a sleep number bed in November 2021 and it was delivered to us on December 1, 2021. After a couple of weeks of trying to find our sleep number and continued disappointment, we reached out to customer service for assistance. The first call was not helpful. The second time we called we specifically asked for tips and tricks and asked if it was possibly setup incorrectly or defective. They gave us tips and also sent us a complimentary mattress topper. It was not helpful. It still feels like sleeping on an air bubble/ or air mattress that you take camping. We still feel every single time the other person moves in the bed. We did not know that the base was not returnable- nor were we reminded of that when we called customer service the first and second time. We called today to return the mattress and were told the base is non-returnable and we will be out approximately $2,000. Their 100 night trial and the "Returns" section of their public website does not disclose this information to consumers. We are still within our return window and had we known that the base would be non-refundable, we would not have purchased this bed.

  Business response

  03/07/2022

  
  March 7, 2022
  
  Better Business Bureau of Minnesota & North Dakota
  
  RE: Mr. ****
  Case # 16803255
  
  
  
  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 our Customer Service team has reached out to Mr. **** and left a voice message offering a resolution. We encourage Mr. **** to return the call at the number left in the voice mail if the resolution offered is not satisfactory.
  
  
  Best regards,
  Executive Team Consultant  

  Customer response

  03/07/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16803255, and find that this resolution is satisfactory to me.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 2019 we purchased a Sleep Number 360 Smart Bed from our local store located in ********, ** in the Mall. We financed most of the purchase and spent (over $6000) for this bed. Fast Forward -November 2021, husband noticed his side of bed was losing air in the middle of the night every night and he was ending up sleeping almost on the frame- hurting his back and causing daily back pain. We called the 800 number for customer service and waited on hold for almost ***** mins. We were told by Rep it was the air chamber and she ordered us that part but 50% of that we had to pay for along with an install fee. The appt was scheduled out 2 weeks later for 11/16/21. The time window wasn't given till 2 days before and it was between 3 and 7pm. That day came and our time tech was to arrive was pushed and pushed till it was like way beyond that window at 8pm and then it was just saying on the tracker it was cancelled and would be rescheduled. They rescheduled us to 3 weeks later.... and I was very upset and asked for a manager. They were able to put us to 12/1 after me waiting on hold again for several minutes. This was all installed on that date and the problem still occurred. We spoke to a manager about a week or so later after calling the 800 number again they said that it should have been troubleshooted in Nov 2021 because she thinks it may be the pump which is another cost to us and said chamber purchase would be credited towards that. She said we needed closure caps to see if it pump. They mailed those to me but in the meantime I went to the store to get them cause they didn't show up after 2 weeks. My husband has not been able to sleep on our bed regularly since Nov 2021 and now is not sleeping in it because of the extreme back pain it is causing when it deflates in the middle of the night. I do not want to pour money into this bed any longer I want a partial refund to us directly we are almost paid off on a bed we cannot both use. I want bed picked up I am done

  Business response

  03/01/2022

  March 1, 2022
  
  Better Business Bureau of ********* & ************
  
  RE:  Ms. ****
  Case #:  16798664
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, ******************.
  
  Ms. **** purchased a King ** 360 Smart bed with optional FlexFit 2 Adjustable Base on April 19, 2019.  The mattress and base were delivered on April 10, 2019.
  
  We are awaiting the results of the air loss troubleshooting provided on December 23, 2021.  Without the results of the troubleshooting, we dont know which component could be causing the air loss.  We encourage Ms. ****to reach out to our *********************** with the results so we can get the issue resolve for her as quickly as possible.
  
  We cannot honor her request for a refund but will replace any part deemed defective under the terms of her 25 ************ Warranty.
  
  Best regards,
  Executive Team Consultant  

  Customer response

  03/02/2022

   I am rejecting this response because:they already forced us to pay for a new air chamber due to their assumption (without doing correct troubleshooting to determine this, which sleepnumber supervisor admitted on last phone call) we have now done the air caps and its not the chamber so we will be calling sleep-number but per their representatives the next step is to replace the pump which they said we had to pay for as well. 
  the sleepnumber rep stated that if the pump is replaced and bed is still not working then they would just repeatedly try to replace parts on the bed(at our expense) and at no point will admit item is defective
  we tried the air caps/it didnt deflate but now both sides have begun to deflate by end of the night if that happened again this morning. I need a direct line for someone there to resolve this so we dont waste hours of being on hold like we already have . In the reply from them we need a direct contact # please. I need to Hbe both so is able to sleep im this bed without constant back pain.

  Business response

  03/10/2022

  March 10, 2022
  
  Better Business Bureau of ********* & ************
  
  RE:  Ms. ****
  Case #:  16798664
  
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. *****
  
  Ms. **** purchased a King ** 360 Smart bed with optional FlexFit 2 Adjustable Base on April 19, 2019.  The mattress and base were delivered on April 10, 2019.
  
  Per Ms. ***** response a pump has been ordered.  An email was sent to the email on file with direct contact information she can use to help get resolution.
  
  Best regards,
  
  Executive Team Consultant  

  Customer response

  03/11/2022

   I am rejecting this response because:
  
  I appreciate this and will click accept once the pump is installed and working. I did get the email from the executive office rep and we aRe working with her to set up pump install.

   

  ********* Capshaw 

• Initial Complaint

  02/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a sleep number bed on April 7th 2021. For approximamently two months I had no issues. Then it all started. I would go to get in bed and the remote wouldnt work. Bed would not respond to it or to the app on my phone. Called customer service and got someone who knew very little knowledge of how to fix it. She then said, oh you have a faulty remote I will have a new one shipped right away and you will have it less than a week. Two weeks later I called again. Another person said he found what she said but never followed through to have it sent to me. He said she was a newbie! Got the new one and it only worked a short time. I have had to call them numerous times during this 10 months because everything stops working. The remotely start it back up which only lasts a short time and have to call all over again. In October they sent a base person here from *************** to figure out the problem. He was under my bed for two hours. He put new parts in and took them back out saying they dont work either. He said he would be back in two weeks with new ********** would call first. Never heard from him again. I told him I wanted a new base and to pass that on. The bed worked fine until February. Now it doesnt work at all again. The person I talked to in customer service didnt know much either. She said I needed a new ******** would be charged for it even though my warranty is still at 100% coverage. I then asked to speak to a manager after she said I had to crawl under the bed to see if a light was on. Im 77 years old, husband is 78 and we both have health issues that prevent us doing this. My husband crawled under and paid dearly for it from RA. Ive had enough of this bed, it is definitely a lemon and I would like them to replace it before my warranty is up on April 13th or 14th not sure of the delivery date. My total price for this lemon was $5,380.56. This is not fair and so wrong of sleep number not replacing it. I will never recommend this bed to anyone.

  Business response

  03/01/2022

  March 1, 2022
  
  Better Business Bureau of ********* & ************
  
  RE:  Ms. ****
  Case #:  1677357
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. *****
  
  Ms. **** purchased a Queen ** 360 Smart bed with optional FlexFit 2 Adjustable Base on March 13, 2021.  The mattress and base were delivered on April 8, 2021.
  
  Our customer contacted us in February of 2022 with issues regarding her mattress and base again and it was deemed the pump needed to be replaced because there were no lights on the pump. The pump was replaced at no cost per the terms of her 15 ************ Warranty and shipped out to be installed on March 3, 2022.
  
  We apologize for the inconvenience and frustration this has caused and are confident once the pump is replaced the issues will be resolved.
  
  Best regards,
  
  Executive Team Consultant  
  
  

  Customer response

  03/02/2022

   I am rejecting this response because:
  
  I have had problems with this bed for Eight months and not just this pump issue. I have had to make many calls when this bed stops working and have to listen to customer service people who just remotely start it back up and then it happens again. This response with the pump is not satisfactory to me. Its ********* times over & over that it stops working. Its a lemon and I want it replaced or an extra year at 100% warranty. If they think the bed is so great they would accept this statement.

  Business response

  03/10/2022

  March 10, 2022
  
  Better Business Bureau of ********* & ************
  
  RE:  Ms. ****
  Case #:  1677357
  
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. *****
  
  Ms. **** purchased a Queen ** 360 Smart bed with optional FlexFit 2 Adjustable Base on March 13, 2021.  The mattress and base were delivered on April 8, 2021.
  
  Our position remains the same. MS. **** last spoke with our customer service on 3/5/22.  The pump arrived and is online. Ms. **** was given the appropriate number to call regarding her base.  
  
  Best regards,
  
  Executive Team Consultant  

• Initial Complaint

  02/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been in contact with sleep number about replacing my heat foot warmers in my bed that at the time was under 2 years old. They have not been replaced now for almost 3 months because they keep changing the schedules times because its better for them not for the customer. They have told me they were going to show up at at certain time and I have scheduled to be off work to try and accommodate them and they didnt even call to say they werent coming and never show up.

  Business response

  02/28/2022

  February 28, 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. *************** attempted service on 2/22. The customer had requested last stop which we accommodated. The techs were finished before the customer was ready.  The order was placed on hold and the customer asked to let us know when they would like to reschedule.  I have rebooked the order for 3/3 and requested the last stop.  Please let **************** know if this date and time frame is not going to work.  Ms. **** should receive a email or phone call with the three hour time frame within the next day or two.
  
  
  Best regards,
  Executive Team Consultant  

  Customer response

  03/01/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this is not satisfying! They always say that they are going to show up on certain days at a designated time, but they try and push it up every time. Which then I am not able to be at home for them to come because I am at work that the times THEY JUST DECIDE to show up. Or like 2 times they just dont show up at all and do not call to let me know they will not be coming. Which is the times that I have used my vacation time from work to be able to accommodate their schedules rather than them accommodating the CUSTOMER! You know the people who actually keep them in business by purchasing their products! And in this message that they sent you about rescheduling for 3/3/22 they just made today and didnt even ask me if it was an acceptable time to come, they just had their automated call system call and remind me of an appointment that I DID NOT SCHEDULE! This is still very unacceptable customer service!! 

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I find the sleep number warranty misleading and the replacement parts overpriced. When I purchased the bed (k2 Full Size) just over a year ago, the sales representative mentioned that their mattress were covered by a 15 year warranty. So I was glad to hear that information and I proceed my purchase with the information provided to my by the salesperson.Yesterday less than 2 years later, the pump, a key piece in these types of the air mattress, fails. Today, after having me on the phone for over one hour troubleshooting the issue, and while I asked the status of my warranty several times during the call, the customer support representative, required a payment of ~300 dollar for a replacement pump.He stated that my warranty covers only 65% of the cost of the pump. This fine print information was not disclosed by the sales person during this transaction. I can't recall reading this information on the showcase's room banner either. It appears to me that this information was either purposely omitted or not provided in order to showcase their warranty as some that they don't provide or with the intention to justify value in a highly priced product.Overpriced Parts???With the request for ~300 dollars for the 35% of the total cost, that puts the total cost of the pump at ~800. It appears to me that the replacement parts are highly overpriced since I paid **** the whole bed. (Mattress, foam frame, chamber and pump). It may be worth checking that since it also appears to me that they are getting the full cost of the pumps by inflating the initial cost of the pump. In order for my to fill satisfy with the company which provided misleading information to begin with and is currently requesting ~300 for a replacement pump I would like a replacement pump free of charged since this will meet the information that was provided with the purchase of the unit,

  Business response

  02/28/2022

  February 28, 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. *****
  
  Since filing this complaint, a member of our **************** team has reached out to Mr. **** and left a voice message offering a resolution. We encourage ******************** to return the call at the number left in the voice mail if the resolution offered is not satisfactory.
  
  
  Best regards,
  Executive Team Consultant  

  Customer response

  03/08/2022

   I am rejecting this response because: the part that i received (air pump) sent by sleep number was DOA. I am happy to troubleshoot it or to send it back to get a working pump. -I followed the directions on the website.
  
  ************************* **********

  Business response

  03/16/2022

  March 16, 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. *****
  
  Our position remains the same.  Mr. **** has made no attempt to contact us regarding the pump that was received on 3/5/2022 not working.  Another pump has been ordered. a member of our **************** team has reached out to Mr.**** and left a voice message. We encourage Mr. **** to return the call at the number left in the voice mail if he needs further assistance.
  
  
  Best regards,
  Executive Team Consultant  
  

• Initial Complaint

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bed purchased in November 21, delivered in December 21. Foot heater malfunctioned under warranty. Unable to get part shipped to correct address despite chats and calls.8700 spent on bed which broken within 3 months of delivery.Store claims/doesn't care to attempt to resolve issue or advocate for customer despite being reassured that "if anything is wrong, let me know and we will fix it." Their only solution was to have me call the 800 number line again.Over 4 hours on hold between phone and chat and I have a defective bed. **************** is non-existent and inept.

  Business response

  02/25/2022

  February 22, 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. *************** sincerely apologize for the customer experience and are using her feedback for coaching opportunities. Order *********** has been placed and the foot warmers will ship out next day air to the correct address. We will follow the tracking to make sure it arrives in time for the scheduled service on 3/14/22 to install.
  
  
  Best regards,
  Executive Team Consultant  
  
  

• Initial Complaint

  02/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Issue - $4,199.00 Base they are not providing a refund for, they scammed us by verbally saying we had 100-day trial, and EVERYTHING was returnable and refundable, however the paperwork said different. Classic SCAM and we fell for it. We visited the local **********, ** sleep number store to try out the bed. We tried out a couple beds and decided on one we thought we would like and started to talk details. From the very beginning we were informed that the bed is 100% returnable and refundable. This was on December 13th, 2021. We purchased the bed package after verifying verbally several times that we had 100-day trial and it was 100% returnable and refundable. My wife and I discussed it, and literally said "what do we have to lose, its refundable". We spent $9,957.57 total, purchased the bed ************** 360 mattress with ************ 360 FlexFit 3 base), some pillows, and sheets. The mattress was $4,499.00 and the base was $4,199.00. We then were asked to initial next to the 100-day trial for the bed, and sign for the financing on the bottom of the receipt. We were NEVER directed to read the statement indicating that the base was non-returnable or refundable. We were told repeatedly that we had 100-day trial. They are running a SCAM; they use the work BED instead of mattress only. BED to both mattress and base. We are not going to stop until Sleep Number gives us a FULL refund for our purchase. We will be filing complaints, posting reviews, contact local news companies, contacting the local general attorney, and contacting my attorney. They are going to say, "The customer signed" but what they will not say is that the salesman told us we had 100 days FULLY returnable and refundable, then SCAMMED us into signing for a $4,199.00 base that is not returnable or refundable. I might add, 4 of us witnessed and will testify that we were told "Everything is 100% returnable and refundable."

  Business response

  02/25/2022

  February 25, 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. *****
  
  Since 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  
  

  Customer response

  02/28/2022

   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

  02/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased 2 ************** Gusset pillow protectors from one of the store locations and have been very happy with them until after a few months they pilled front to back side to side and the cleaning instructions were followed. They have pilled so bad they so rough and uncomfortable they can not be used. We paid $50 for each which cost over $100, I called customer service the second week of Feb 2022 and explained the situation to the agent and was told they would not be covered under the warranty, I explained they were unusable and the agent told me pilling would not be covered. I asked for her to ask for a supervisor she said that was not possible but could transfer me to one, I told her I did not have unlimited time to sit on the phone she said it would be quick - fast forward over an hour later no answer. These should be covered as they are unusable due to being hard pilled and extremely rough.

  Business response

  02/25/2022

  February 25, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: Mr. ************ # ********
  Sleep Number Customer **********
  
  
  
  Dear **********************:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. *************** 3/13/21 Mr. **** purchased two True Temp Gusset pillow protectors.  On 2/17/2022 Mr. **** called to have them returned.  The pillows were purchased on order *********** for ***** each, totaling $63.76.
  
  Since filing this complaint, a member of our **************** team has been in contact with the customer and left a voice message.  *********** has any further questions, we encourage him to return the call at the number left in the voice mail.
  
  
  Best regards,
  Executive Team Consultant  
  

  Customer response

  02/25/2022

   I am rejecting this response because:
  

  Information is incorrect. I called customer about a warranty due to issues with their products.

  
  

  Business response

  03/01/2022

  March 1, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: Mr. ************ #: 16790081
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to follow-up regarding the complaint of our customer, Mr. ********************** for the poor wording, the response should have said replaced and not returned.   Mr. ****s pillow protectors have been replaced due to manufacturing defects and, per *** tracking, are scheduled to be delivered on March 3, 2022.  We consider this matter closed
  
  Best regards,
  Executive Team Consultant  
  
  
  

• Initial Complaint

  02/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We went to the Sleep Number Store at the ************* in ******, **. We worked with **** at the store. We specifically asked if we can return the bed if it doesn't work, and he said, "yes." There was NO disclosure that the adjustable frame was not returnable. We trusted him, and he did not disclose the base was not returnable. We got the bed delivered 12/28/21. Ever since we got the bed, I have had excruciating back pain. In order to sleep through the night, I have to take more prescription sleeping pills to sleep through the night and have resorted to sleeping on a tempurpedic topper on the floor. Also, the bed has been broken since we got it. The responsive air has never worked on my side and when both sides are set to the same number, one side is like a partially inflated air mattress while the other is firm. Apparently, the air pump is broken, and now have to wait until 3/8 for technicians to come out. We also asked **** how easy a wood frame will be to find to fit the bed. He said it would be no problem at all. I have looked at thousands of beds, and of the few that fit in terms of size, when I contact the retailer, I have been told every single time that none of their frames will work with our bed. We paid almost $10k on this bed and it has been horrible. This isn't about buyer's remorse because we can't afford the bed; we actually want to return the whole Sleep Number bed/frame so we can buy a Tempurpedic which is actually more expensive. This is about lack of integrity, lying by omission, and a product that was delivered and set up broken. I want to return the mattress and base.

  Business response

  02/25/2022

  February 25, 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. *************** 11/13/2021 Ms. **** and ************** the owner of this account purchased a ************* mattress and optional adjustable base.  The mattress and base were delivered on 12/28/21.
  
  We reached out to the store.  ************** signed off agreeing to the Terms and Conditions of sale. Ms. ****has spoken with a manager, this matter is closed. The return is scheduled for 3/8.
  
  Best regards,
  Executive Team Consultant  

• Initial Complaint

  02/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order#*********** $2,157.84 I purchased a California king with a base for my father. An when it was delivered .My father didn't accept the base since he already had one from his previous sleep number bed which is black. I've called 5 times since 1/24 which is the day it was delived each time they said they would look into it an call me back an no one has. Finally I called again Monday 2/14 talked to Jodesha C an she said the refund dept would do a refund if I provided an picture of the bed which I immediately did with her on the phone. In the email I sent the picture it which is dated an time stamped of 1/24 at 1:27pm which is right after they delivered the bed. Jodesha said to email it to csfollowup@sleepnumber.com with my name an customer #********** She said the email would go through a filtering dept for Spam mail. I called yesterday 2/17 got another lady who said she sent an email to Jodesha to call me back but still nothing. Just looking for the refund of $499+ tax. Thanks

  Business response

  02/25/2022

  February 25, 2022
  
  Better Business Bureau of Minnesota & North Dakota
  
  RE: Ms. ****
  Case # 16782179
  
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. ****.
  
  We sincerely apologize for the delay and any frustration this may have caused.  Order 95013095835 has been processed and closed.  The cost of the Integrated base will be refunded to Ms. ****’s Credit Card in their normal lead time of 7-10 days.
  
  
  Best regards,
  Executive Team Consultant  
  

  Customer response

  02/26/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16782179, and find that this resolution is satisfactory to me.

*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. ↩