Complaints

• Initial Complaint

  02/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I purchased a Sleep Number mattress i8 and Flex Fit base for $7,604.72 at the Redlands store on 1-10-22. We were told that we had a 100 day trial and could exchange items or get a refund if we did not like the product. They delivered and set up the bed. Final result, we did not like it. I called Sleep Number customer service and asked them to refund our money because their product did not work for us. They offered me a refund for the mattress ($4,739.67), but the Flex Fit base was not refundable ($2,800) . This was never mentioned in the store, and if this was the case I would never had bought the items. The trial sounded like a good option for us in case we did not like the product. This trial is misleading and false advertising. When I called customer service they said the information about the "Terms and Conditions" of the sale were attached to my receipt. When I looked at the back of the receipt it did include the FlexFit mentioned in the Exclusions to the In-Home Trial. At the store, when I looked at the receipt I was looking at the $7,600. I was spending on the bed and not reading the fine print on the back of a receipt. Why was this not explained to me and asked for my understanding and signature. This is wrong! I am in the process of returning the mattress , but I'll be stuck with a $2,800 bill for a worthless bed base. I went on the internet and saw several others and been done wrong by this same practice. Shame on Sleep Number.

  Business response

  02/25/2022

  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. ****.
  
  On 1/10/22 Mr. **** purchased a Split King I8 mattress and optional adjustable base.
  
  Within our terms and conditions of sale, it states that the base is a final sale.  I had a copy of the Terms and Conditions of Sale sent to me and Mr. **** signed off agreeing to the terms as well as initialed at each bullet point pertaining to his order, including the one that states our adjustable bases are final sale items. We set up a return to pick up the mattress on 2/22/22.
  
  Based on the signed Terms and Conditions of Sale we are not able to honor his request to take a return on the mattress and base. We provide a retainer bar and a remote to our customers who choose to return the mattress. The base can be used with a variety of other mattresses on the market. A copy of the signed terms and conditions is available upon request. We consider this matter closed. 
  
  
  Best regards,
  Executive Team Consultant  

  Customer response

  02/25/2022

   I am rejecting this response because:
  

  Never did the salesperson, "Matt" ever say anything about the adjustable base not being refundable. If he had I would have never purchased it. He had me initial a few items, but never gave an explanation to each item nor did he say take your time and read everything. Sleep Number's "boiler plate" response is sort of what I expected. I seen it on the internet. This is a terrible business practice, but since you are the big business company with a lot of money all we can do is complain. I think its time we educate the public about your shady practices. I hope a healthy lawsuit will stop this unethical and wrong practice. I reject your response.

  
  

  Business response

  03/01/2022

  March 1, 2022
  
  Better Business Bureau of Minnesota & North Dakota
  
  RE: Mr. ****
  Case # 16780694
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to follow-up regarding the complaint of our customer, Mr. ****.
  
  Our position remains the same.  The adjustable base is a final sale per the Terms and Conditions of Sale and our customer signed off agreeing to those terms.  The page about the adjustable bases being a final sale was even attached to his complaint.  We consider this matter closed.
  
  Best regards,
  Executive Team Consultant  

• Initial Complaint

  02/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am so tired of this story that is hard to write. We bought a split King *** with adjustable *** frame on 11/8/21. The *** was delivered 12/29/21. The right side of the *** didn't hold air from Day 1. I called Tech support on the 2nd day and the rep advised me blow it up and plug it to see if there was a leak in the mattress. I called later to tell them it held air so the rep told me they'd send a new pump. Pump arrived 1.5 weeks later. Tech had me under the ***, troubleshooting. Between being on hold, being disconnected, and a rep even transferring me to Life Alert toll-free number!, I was dealing with this from noon to 8pm on the day the pump arrived. The "new" refurbished pump did not work either. I re-installed the first non-working pump just so we could sleep. We filed for a return. SleepNumber is adamant they will not take the adjustable base back even though the *** never worked!!! They tried to tell me the company that makes the base needs to deal with that. Well, I called that company and they told me that SleepNumber makes all the policies, not them. The mattress has been picked up. The guys picking it up told us SleepNumber should have sent a tech to the house - that I shouldn't have done all the trouble shooting myself. Not once was a house call mentioned the literally dozens of times I had to call and wait on hold or wait for a call back. I know they won't return my base, but that would be my goal. Seems with all the delays in manufacturing they would like to get the base and send it out to another customer. Luckily, we live on a well-traveled road and have room to erect a billboard to warn people to not buy a SleepNumber ***! And I can file a complaint on BBB with all the OTHER dissatisfied customers.

  Business response

  02/23/2022

  
  February 23, 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. *************** 11/8/2021 Ms. **** purchased a Flextop P6 mattress and optional adjustable base. The mattress and base were delivered on 12/29/2021. Unfortunately,Ms. **** experienced ongoing issues with the air system and ultimately wanted to return the mattress.
  
  The base is a final sale and cannot be return. We cannot resell used mattresses or bases. The base is not connected to the air system of the mattress in any way.  We reached out to the store and requested a copy of the Terms and Conditions of Sale. Ms. ********** 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 February 9,2022.   
  
  We are not able to take a return on the adjustable base per our Terms and Conditions of Sale. We must uphold policy out of an obligation of fairness to all our customers.  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 and the customer could still utilize the adjustable features.
  
  
  Best regards,
  Executive Team Consultant  

• Initial Complaint

  02/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered a Sleep Number Bed in January. First delivery date was Feb. 3rd. No one showed, called, We called and found out we weren't even on the list for that day, they re-scheduled for Feb 15th. At 7:30 we got a text saying the crew was going home because no one was home at our house. We were home all night. They came back, said they were on our porch for 20 mins. We have a ring doorbell, and my office looks directly over the driveway. There was no truck and no one on our porch. I called **************** and spoke to supervisor ****. I told her I wanted my bed delivered today since it was supposed to be delivered last night it should be no problem. She was rude and told me there was no way and the next delivery date would be March 12th. That's almost 3 months since we ordered the bed. Order number ***********. This is a $3000+ bed that we have not been able to use through no fault of our own. **** tried to give me some excuse that my bed had been shipped back to the main warehouse. I have worked in logistics for over 15 years. I find this very hard to believe. If they wanted to provide good customer service they could have put my bed on at truck, which I'm sure was still at the warehouse, and delivered it to me today.

  Business response

  02/23/2022

  February 23, 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. *************** sincerely apologize for the inconvenience and frustration this issue has caused. We will use this as a coaching opportunity to improve the customer experience.  The nature of our logistics process does not allow for overnight storage of product that cannot be delivered. We are working to improve turnaround time for customer. The dates we offered are the best dates we have to offer based on labor and product availability during these troubling times.  Ms. ***** order was completed on 2/23.
  
  Ms. **** was in contact with a member of the Executive team to help resolve this issue.
  
  Best wishes
  Executive Team Consultant  
  

• Initial Complaint

  02/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a Sleep Number bed during Black Friday. The original delivery date was set for 1-6-2022. A coupled weeks before that date, I decided to change the flooring in that room, so I changed the delivery date to a later date, which was 1-31-2022. On the morning of the delivery, I received a phone call that they would have to reschedule my delivery due to a delivery person not coming to work. They rescheduled it for 2-5-2022. The night before the delivery, I was called again and told they could not deliver due to bad weather. I wasn't happy, since the bad weather was over 2 days prior and could not see a reason for this. I was then rescheduled for 2-15-2022. I just received a call that they now had lost my bed and could not deliver it today and I would have to wait another 13 days for a new appointment. This is ridiculous behavior and I am tired of being jerked around. And they are offering me no compensation for any of this. They aren't even offering to try to schedule it sooner.

  Business response

  02/23/2022

  February 23, 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. *************** sincerely apologize for the inconvenience and frustration this issue has caused. We need two technicians to deliver and set up the bed. If one calls in that route must be rescheduled. Weather delays can be caused by weather in the surrounding areas that are not allowing the drivers to deliver the freight to the local dock.  Shipping delays caused the most recent reschedule.  The dates we offered are the best dates we had to offer based on labor and product availability during these troubling times.  Again, we sincerely apologize for the inconvenience and frustration.

   

  Ms. **** is currently scheduled for 2/28. We will do everything we can to make this delivery successful.
  
  
  Best regards,
  Executive Team Consultant  

  
  

  Customer response

  02/28/2022

   I am rejecting this response because:  I just received a phone call and for the 4th time it was to tell me this bed is not being delivered today.  I would think your company would bend over backward to ensure my bed is delivered and yet you aren't.  I also feel you should be willing to give me a larger discount than I received on the day I purchased it.  The reschedule date is March 3, and that will be the last time.  Rest assured, I will be cancelling this order.  The only reason I am not cancelling today is because the rescheduled date is much faster than before. 
  
  
  

  Business response

  03/01/2022

  March 1, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: Ms. ************ # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to follow-up regarding the complaint of our customer, Ms. **************** position remains the same.  Again, we sincerely apologize for the inconvenience and frustration the delays have caused.  When reschedules out of our control occur, we do our best to get the product to our customers as quickly as possible.  Ms. **** is scheduled to be delivered March 3, 2022.  We consider this matter closed.
  
  Best regards,
  Executive Team Consultant  

• Initial Complaint

  02/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have tried to resolve this with sleep number and synchrony. I purchased a bed under their promotional no interest if paid off in 24 months. Which I did. I called customer service 4 times just to ensure the bed was paid off. They claim I signed up for a cardholder service and this was a charge and interest. Its my fault that I did not check the entire statement to realize this was being charged. Each customer service person assured me I was interest free and on par to pay it off in February. I have paid it off. No missed or late payment. Their cardholder line is down. It is fraudulent and misleading to advertise interest free and then at the end **** $1500 for an unpaid cardholder service and interest! That all should have been coming out of my monthly autopay. It was adjusted every month to make sure it was all paid off in February! So now I will pay all ten interest and the service fees for a service I had no idea I had. I am upset because not one CSR could answer my question and failed to let me know that this was due. They made up reasons saying I was late in payments or it was a missed payment. Which wasnt true and my bank statements clearly shows the auto withdrawals! I think they should be fully transparent in this business practice. Covid is no excuse to not having enough csrs . I have had to call 4 times for a replacement part, that should have been taken care of the first time! I would have paid the whole total to avoid interest! I feel cheated. I own that I should never have trusted them and I have learned to look at all my statements from now on! I never received anything in writing to these cardholder service. Im sure thats because of covid. I am upset with all their lies. They should have been upfront and honest in all calls that I made. 4 hours and 5 emails and the resolution from them is that they are not doing anything and will continue to charge this way.

  Business response

  02/22/2022

  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. *****
  
  On 1/14/2020 Ms. **** purchased a ************** and optional adjustable base using Synchrony Financing with 24-month interest free terms. Ms.**** has not contacted us since 9/8/2021.  On 1/15/2020 Ms. **** purchased malicious bedding items and used Synchrony Financing with 24-month interest free terms.On 9/5/2021 Ms. **** purchased another bedding item and used Synchrony Financing with 24-month terms. No other charges were made to her account by Sleep Number.
  
  Sleep Number 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. 
  
  Best regards,
  Executive Team Consultant  

• Initial Complaint

  02/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  To Sleep Number Bed: I am on the verge of cancelling my $4000+ order. You do not get to delete my review just because you dont like what I had to say. I received an email asking me to submit a review, and i would be entered for a drawing. I think it was in the neighborhood of $250. Im sure I wouldnt get it anyway because you havent been interested in helping me from the very beginning. I ordered the bed over a month ago, and they told me it would take this long plus some to be delivered. I dont get my bed until the 18th. Of course they used the universal Covid excuse like everybody else does excuse or incompetence and horrible service and the lack of care for the customers. But I sure got my ****, because youre ready for me to start paying. And if I used Covid as an excuse not to pay it, Im sure that wouldnt fly for you. But here I am still waiting for my bed. Nobody gave me a single discount my first order it, but after I paid everything Ive got everything I needed, all of a sudden the emails came in offering all kind of discounts. What am I gonna do with them now? If youre so interested in offering discounts, why did you give them to me at the counter? Is this how you treat all of your customers? Why should I keep my order active for this bed? Why shouldnt I go to a different company that knows how to treat the customers better? And then when I put in a review to be entered into a drawing and you delete it and therefore probably remove me from the drawing, that doesnt help you. You need to fix it now, or my order is canceled, and the BBB will be contacted.

  Business response

  02/22/2022

  February 22, 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. *************** 1/13/2022 Mr. **** purchased a split king ** mattress and optional adjustable base. The mattress and base were delivered on 2/18/2022 as promised. All our customers are experiencing longer lead times for delivery.  The delivery date offered was the best dates we have to offer based on labor and product availability during these troubling times.
  
  Any charges received before 2/18 are for merchandise brought home from the store. Mr. **** was not charged for the bed prior to his delivery.
  
  According to our records Mr. **** has made no attempt to contact customer service. Qualified promo matches are honored up to 30 days after purchase.  Mr. **** has 100 nights to try the mattress and decide if he would like to return it.  Per our terms and conditions, the adjustable base is a final sale. If Mr. ****wins the sweep steak he will be notified by email.
  
  
  Best regards,
  Executive Team Consultant  

  Customer response

  02/22/2022

   I am rejecting this response because:
  
  Your records are wrong. I know if I tried to call somebody and get help, if you guys didnt record thats your problem. You dont get to tell me what I did I did not do. I did call and that is final. Stop using Covid as an excuse. We are all dealing with Covid. If I say right now because of Covid I cant pay my **** you will tell me to get over it. The message is the same for you. My demand is final.

  Business response

  02/22/2022

  February 22, 2022
  
  Better Business Bureau of ********* & ************
  
  RE: ****************
  Case # ********
  Sleep Number Customer   unknown
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, ****************.
  
  When **************** agreement to submit an inquiry for financing. The customer must agree to three terms of agreement one of them states.  If this application is not approved by *************** you agree that Sleep Number may provide all your information to ************** Financing who may offer you credit. You authorize ************** to make inquiries they consider necessary, including requesting reports from a consumer reporting agencies and other sources in evaluating your request for credit. Please be advised the following applicant and co-applicant data is only required for **************: length of time at residence and with your employer, monthly housing payment and employer name. 
  
  Without agreement we cannot submit to Synchrony. We are not able to correct Mr. ******* credit report.
  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. ↩