Complaints

This profile includes complaints for Sleep Number Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sleep Number Corporation

  1001 3rd Ave S Minneapolis, MN 55404-1096

  
• 

  Sleep Number

  17818 Royalton Road Strongsville, OH 44136

• 

  Sleep Number

  275 Crocker Park Boulevard Westlake, OH 44145

• 

  Sleep Number

  27879 Chagrin Blvd Woodmere, OH 44122

• 

  Sleep Number

  26222 Novi Rd Novi, MI 48375

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 14, 2025, I purchased a Sleep Number mattress and adjustable base from the ******************************************* store located at ************************************************************ The total transaction amount was $4,702.30.I was told at the time of purchase that the mattress was eligible for a full return within the trial period, which ends August 3, 2025. I attempted to return the mattress today, May 30, 2025, which is well within the trial window. Sleep Number accepted the return of the mattress and issued a partial refund of $2,354.55.However, I was informed that the adjustable base is not eligible for return and that I would be charged $2,347.75 for the base, which I can no longer use. I was never clearly informed at the time of sale that the base would be non-returnable. This policy was not disclosed verbally or in any obvious written form at the time of *********** make matters worse, Sleep Number is now attempting to charge me an additional $250 technician fee to send someone to install retainer bars to allow a standard mattress to fit on the base. I was not informed this would be necessary at the time of purchase. I have since canceled the technician visit as I do not agree to be charged that additional fee.I consider this a deceptive and unfair business practice. I was sold a product (the base) that is not usable without the mattress, which I returned within the valid timeframe. Sleep Number is refusing to accept the return of the base and is pushing extra charges to make it appear usable, which I never agreed to. They have not made any genuine effort to resolve the issue other than to repeat their policy, which was not properly disclosed.I request a full refund of the remaining $2,347.75, cancellation of the $250 technician fee, and pickup or surrender of the base. I am willing to return the base immediately in exchange for a complete refund.

  Business Response

  Date: 06/04/2025

  June 4, 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. ************ sales professionals are trained to lead with transparency and ensure that all customers understand the contours of our return policy.? In this situation, the customer was aware of the policy, initialed and signed reflecting his understanding, and decided to make his purchase.? We stand by our policy as presented to the customer.???
  We do not offer or advertise a 100-night risk-free trial on an adjustable bases.? Although we do offer a 100-night trial for our smart beds, this trial is limited and does not extend to adjustable bases, which are non-returnable.? This is clearly presented in our Terms and Conditions of Sale, which were signed by Mr. ***** at the time of the purchase.? In fact, ******* specifically initialed next to bold print in the Terms and Conditions of Sale that states the base is a final sale. The terms are sent home with the customer to review. Mr. **** could have canceled the delivery to avoid the final sale terms.
  Notably, our adjustable bases can be used with most mattresses sold on the market today not just Sleep Number smart beds.? We provide an alternative mattress attachment mechanism that will make using the adjustable base with other mattresses simple and easy.
   Best Regards,
  Executive Team Consultant  

  Customer Answer

  Date: 06/04/2025

   I am rejecting this response because:
  
  June 04, 2025
  
  
  Better Business Bureau
  Dispute Resolution Department
  Re: Complaint #******** Sleep Number Corporation
  
  
  To Whom It May Concern:
  
  I appreciate Sleep Numbers response, but I do not find it satisfactory and I am requesting a full resolution.
  
  I believe the way the adjustable base was sold to me was misleading. During the sales process, the 100-night trial was emphasized, and it was presented as if it applied to the entire sleep systemincluding the base. At no point do I recall the salesperson clearly explaining that the base was non-returnable, and I did not fully realize this when signing the documents. Had I known that the base was excluded from the trial and was a final sale, I would not have agreed to the purchase.
  
  I am requesting that Sleep Number cancel the purchase and refund the adjustable base. I also ask that I not be charged a technician fee or return fee. I would like Sleep Number to retrieve the base at no cost to me.
  
  I entered this agreement under the assumption that I had a 100-night trial on the entire sleep setup. I feel that the communication was unclear and did not meet the standards of full disclosure that a customer should expect when making a major purchase.
  
  Sincerely,
  
  ******* *****
  

  Business Response

  Date: 06/06/2025

  June 6,2025
  Better Business Bureau of Minnesota & ************
  RE: Mr.****
  Case #********
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr.****.
  Our sales professionals are trained to lead with transparency and ensure that customers are presented with the terms and conditions of sale to review and ask any questions to understand our return policy.? Mr. **** initialed next to the paragraph in bold text which states the exclusions to the in home trial policy including FlexFit smart adjustable bases. His signature and initials reflect his understanding and decision to proceed with the purchase.  The terms are sent home with the customer to review so Mr. **** could have canceled the delivery to avoid the final sale terms at any time up to the time of delivery. ? We stand by our policy as presented to the customer.? ??
  As a reminder, our adjustable bases can be used with most mattresses sold on the market today not just Sleep Number smart beds.? We provide retainer bars which are routinely used by other mattress companies as their primary attachment mechanism to keep the mattress in place on an adjustable base.
  

  Best Regards,
  Executive Team Consultant  

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 14, 2025 the ****** Sleep Number store In ***********. I purchased a bed, frame, mattress protect and two pillows for ******** during a zero financing deal. I was not planning to get as I didnt feel we would use it much and most people say they do t use it often. The Sale *** says the benefits and we often use the tv pillows and I have troubling coughing and snoring and was worth it. When asking about the product we were told we had 100 day trial of the product to return. I said so we have the option to return if we arent happy with any of it? He specially said we could return anything within the hundred days. We went to do the paper work and the worker struggle to complete the order actually had to start over and then get another worker. This transaction took a lot longer and repeat steps. He gave me paper work to sign saying it was for the financing and delivery and never stated anything about the adjustable base was not returnable or that it was in this paperwork. The bed frame didnt feel very sturdy and squeaks this was mentioned prior to knowing they are saying it cant be returned.Then we wake up one morning and one side of the bed in completely deflated. This is a brand new bed! Message the online chat. Since then has deflated in our 100 day trial 10 times. I wanted to love this bed I kept messing and nothing should need replaced on something that is brand new! Today is wont even go back and they wanted me to drive two hours for parts from another store to try and fix. I set up a return and was told I couldnt return the adjustable frame and all these things! Why would anyone want an adjustable bed frame when they are returning the adjustable bed! I shared how this was asked and the worker said all was returnable within the 100 days! They place stuff in the middle of paper work after saying bases are returnable to in another paragraph later certain ones arent! They shove it in 4 different papers and try and hide and be deceptive!

  Business Response

  Date: 05/29/2025

  Tell us why here...
  May 29, 2025
  
  Better Business Bureau of Minnesota & ************
  
  RE: ******* ********
  Case # ********
  Sleep Number Customer # **********
  
  Dear **********************:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. *********  
  Since filing this complaint Ms. ******** has been contacted by a member of the Executive team and we have worked out resolution.
  
  Executive Team Consultant  

  Customer Answer

  Date: 05/31/2025

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

• Initial Complaint

  Date:05/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my deep disappointment and frustration with my experience purchasing a Sleep Number mattress. I received misleading information from your sales ***resentative and a lack of accountability from your customer service.During my initial visit, I tried the C2 mattress and was interested in something softer. The sales *** recommended the C1, claiming it was softereven though it wasnt available in-store to try. I was hesitant, but the *** assured me of the 100-night return policy and explicitly told me three separate times that the only non-refundable amount would be the $150 delivery fee. He confirmed I would be refunded $749 out of $899, which was a major reason I agreed to purchase a mattress I had never tried.When the mattress arrived, I followed the instructions carefully and tried different settings, each for at least five days. The C1 was not only much firmer than the C2 I tried in-store, it was so uncomfortable that it caused back and shoulder painworse than my old $200 mattress.When I called to initiate the return, I was blindsided by an additional $250 fee that was never disclosed. After expressing my frustration, customer service agreed to reduce the return fee to $125. When I called again, another agent said the fee was actually $150 and they reduced it by just $25. This inconsistency and deception have been incredibly **************** make matters worse, the store manager acknowledged the miscommunication, admitted the sales *** needed to be clearer in the future, and apologizedbut said there was nothing they could do for me. I find this unacceptable. Their mistake directly cost me $125, and I only purchased the mattress based on false information that your ***resentative provided ***eatedly and confidently.I am respectfully requesting a full waiver of the $125 return fee. I am not seeking compensation beyond what I am owedI am simply asking for Sleep Number to stand by the terms I was clearly promised at the time of purchase.

  Business Response

  Date: 05/16/2025

  
  May 16, 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. **************** **** purchased her bed on 3/24/25, it was delivered on 4/4/25.   I reached out to the store for a copy of the terms and conditions of sale signed by Ms. *********** All customers are responsible for the delivery and pick-up fee should they decide to return the mattress. Our Terms and Conditions clearly state that the customer is responsible for the shipping and return fees.
  
  Our sales professionals are trained to lead with transparency and ensure that all customers understand the contours of our return policy.  In this situation, the customer was aware of the policy, initialed and signed reflecting her understanding, and decided to make her purchase. We stand by our policy as presented to the customer.    
  
  Our customer service team made fair compensation for any misunderstanding.
  
  
  Executive Team Consultant  

• Initial Complaint

  Date:05/14/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction - March - May 2025 Original Purchase Date - 02/2025 Original Deliver Date - 05/2025 I have a SleepNumber Climate360 King **** with split top.Initial purchase, I was advised by Salesperson that the mattress had a 25 year full warranty for all replacements including a one-time full mattress replacement that could be activated by the *********** late March 2025 I contacted ********************** about my mattress pulling out from the center and it was suggested that a technician. Come out to add straps. In that call, we were advised that the warranty is limited and for a technician to come out the charge is $199.95. Reluctantly I paid a reduced fee after speaking with a supervisor. The straps were added but the mattress is still spreading over the side. Technician advised that the straps were the best remedy. The magnets are in place nothing more can be done.Saturday, I visited my local SleepNumber store to purchase sheets because my sheets ALWAYS rip at the split even though I am purchasing the SleepNumber sheets which are in excess of $225. I advised the Salesperson about my issue and he suggested that maybe the fabric on the mattress around the magnets is stretching which would not detach the magnet but cause the mattress cover to stretch over the side. Today less than 45 days later, my bed is throwing an error. I called ***************** after running a diagnostic the agent received same error, asked me to check the under bed connections and I see disconnected wires and a white s**** or s**** top on the floor beneath my mattress. The agent informs me I can fix the bed myself or have a technician come out which is $199.95. Its clear if wires are detached and screws are falling this is a result of the last technician visit being incompetent/incomplete in putting the mattress wholly back together. Yet as a customer, I am expected to pay again to send a technician to fix an exasperating problem that is not being repaired correctly.

  Business Response

  Date: 05/15/2025

  May 15, 2025
  
  Better Business Bureau of ********* & ************
  
  
  RE:
  RE: Case # ********
  Sleep Number Customer # ***
  
  Dear **********************:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, ****. 
  
  The customers bed was purchased 2/14/2023 and delivered 4/11/2023.  The warranty that applies is a 15 year limited warranty which includes full coverage for replacement parts and installation service calls during the first year.  In years 2-15, the customer will be covered for replacement parts at a prorated cost where Sleep Number will incur the larger responsibility of the cost at the beginning and the responsibility for the customer will increase as the years of ownership increase.  All requests for a technician to troubleshoot the bed will be fee-based. Though most parts can be installed by the customer,if a technician is requested to install parts after the first year, the customer is responsible for the technician fee of $190+ tax if applicable.  Terms of the customers warranty can be reviewed by visiting ***********************************************.
  
  All bedding collection items carry a one-year warranty against manufacturer defect (excluding the total protection mattress pad which has a 10 year limited warranty).  Within the first year, if a defect is discovered and reported, we are happy to replace the sheets which I can see the store has already taken care of for the customer at no additional cost.
  
  If the customer has additional questions, we encourage them to reach out to our customer service team at ************** and ask to speak with a supervisor to further address the customers concerns.
  
  Best Regards,
  Executive Team Consultant  

  Customer Answer

  Date: 05/15/2025

   I am rejecting this response because:
  
  I did reach out and ask to speak to a supervisor on the call.  The agent after confirming the error from the bed was visible on her end, advised a supervisor was not available. When I asked to have a supervisor contact me when available she stated that they were an inbound only call center.

  The **************** team at ********************** consistently provides contradictory information.  However, for the sake of resolution I will continue trying to reach someone who can assist.

  I mean honestly this complaint alone should have prompted an outbound call but instead they respond with additional effort from the customer to resolve.  Its quite ridiculous 

  Business Response

  Date: 05/16/2025

  May 16, 2025
  
  Better Business Bureau of ********* & ************
  
  
  RE:  ****
  RE: Case # ********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, ****. 
  
  Our position remains the same. The customers bed was purchased 2/14/2023 and delivered 4/11/2023.  The warranty that applies is a 15 year limited warranty which includes full coverage for replacement parts and installation service calls during the first year.
  The service provided previously at a reduced cost, was to address an issue with the cover and adding straps to help keep it in place.    The current issue is for the foot warmers. This is a new issue and service.  The technician will investigate the missing s**** and wire at the same time the footwarmer is replaced.
  
  
  Best Regards,

• Initial Complaint

  Date:05/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern: I am filing this complaint regarding two transactions made through the Sleep Number mobile app for products that were never confirmed or fulfilled by the company. On May 11 and May 12, 2025, my account was charged $127.99 on each date, yet I never received a confirmation or any indication that the orders had been processed. Following this, my wife and I made several attempts to contact Sleep Number customer support. Despite being placed on hold for a total of over five hours, each time we were finally connected to a representative, we were told that nothing could be done. The representatives we spoke with were not only unhelpful but also rude and demeaning in their tone. Eventually, I spoke with a representative named **** at extension 433, who informed me that a ticket had been created (Ticket Number: INC0541704) and forwarded to the management team. When I requested to speak with his supervisor for further clarification, I was told that his supervisor does not speak with customers. This lack of accountability and unwillingness to resolve a legitimate customer issue is unacceptable. My wife and I have previously recommended Sleep Number products to our friends and family, but we are now seriously reconsidering that endorsement due to this experience. At a minimum, I am requesting: A full refund for the two unauthorized charges of $127.99 each. That the product we attempted to order be sent to us free of charge in recognition of the poor customer service experience. A follow-up call from a senior executive ideally the CEO with an apology for the way we have been treated as loyal customers. Thank you for your attention to this matter. I hope for a prompt and fair resolution. Sincerely,

  Business Response

  Date: 05/14/2025

  May 14, 2025
  
  Better Business Bureau of Minnesota & ************
  
  RE:Mr. ****
  Case #********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr.****.
  
   We sincerely apologize for the inconvenience and frustration this may have caused. The order is being actively monitored as it progresses through our system. Our IT team is currently working on adding Mr. ***** order to his account and he will be notified promptly upon completion.
  
  Since filing this complaint, a member of our Executive Team has reached out via email.We encourage Mr. **** to respond to his email.
  
  
  Best Regards,
  
  ****** H
  
  Executive Team Consultant  

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a sleep number bed and the topper needs to be replaced. Its under warranty but its pro rated so I had to pay $559.81 on March 15, 2025 Order #: ***********. I was told that the item was delayed by 30 days. Then I received another email on 3/18/25 saying it was delayed until 4/28/25. It didnt show up by the last date so I emailed them and didnt receive a response. I then used their online support chat and had to enter all the information about the transaction and then got disconnected. It then connected me to another agent and the same thing happened. I did this 4 times. Once they said they closed one of the warehouses where they made the product. I then tried to call multiple times could not get through to a real person. Im sure they are completing new orders and delaying warranty issues indefinitely. Im ****************************************************** so Im hoping the BBB can get somewhere with this as I really need my bed.Thanks

  Business Response

  Date: 05/07/2025

  May 07, 2025
  
  Better Business Bureau of Minnesota & ************
  
  RE:Mr. ****
  Case #********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr.****.
  
  We are experiencing delays and sincerely apologize for the inconvenience and frustration this may have caused. The part is currently on backorder. The order is being actively monitored as it progresses through our system. Mr. **** has been added to the priority list for expedited shipping once the cover is available. I have requested a review of our chat support interactions with Mr. ******* will review and look for potential areas of improvement to enhance our chat support interactions.
  
  Mr.**** will receive an email with tracking once his order ships. Thank you for reaching out to us. We appreciate the feedback.
  
  
  Best Regards,
  
  ****** H
  
  Executive Team Consultant  

  Customer Answer

  Date: 05/07/2025

   I am rejecting this response because: Nothing was answered here. This is going on the eight week which is extensive and Im getting inconsistent responses. I need to know when this will be completed. I need my bed back as its already difficult sleeping with my disabilities.
  

  Business Response

  Date: 05/07/2025

  May 07, 2025
  
  Better Business Bureau of Minnesota & ************
  
  RE:Mr. ****
  Case #********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr.*****
  
  We stand behind our original response. We are experiencing delays and sincerely apologize for the inconvenience and frustration this may have caused. The part is currently on backorder. The order is being actively monitored as it progresses through our system. Mr. **** has been added to the priority list for expedited shipping once the cover is available. I have requested a review of our chat support interactions with Mr. ***** We will review and look for potential areas of improvement to enhance our chat support interactions.
  
  Mr.**** will receive an email with tracking once his order ships. Thank you for reaching out to us. We appreciate the feedback.
  
  
  Best Regards,
  
  ****** H
  
  Executive Team Consultant 
  

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When we bought our bed and paid Sleep Number to install they didnt install the bed correctly to there insulation spec and now we our having issues with the mattress. There should be a total of 5 magnets installed on each mattress and the installed only 3. This has caused to much stress on the magnetic and has caused the fabric to tear were the magnetics hold the matters to the frame. There is no why of known tell the damage was done. I called sleep number and even know it was a insulation issue with there company they want to charge me over $700 dollars for there mistake.This is why I am filing a complaint.

  Business Response

  Date: 05/07/2025

  May 07, 2025
  
  Better Business Bureau of ********* & ************
  
  RE:*** ****
  Case #********
  
  Dear Better Business Bureau:
  
  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 we are working toward a satisfactory resolution. We sincerely apologize for any inconvenience and frustration this issue may have caused.
  
  
  
  Best Regards,
  
  ****** H
  
  Executive Team Consultant

  Customer Answer

  Date: 05/12/2025

   I am rejecting this response because:
  
  Even though we are talking and working on a solution we havent agreed on a solution yet. Once a solution is agreed on I will be more than happy to close out this claim.

  thanks 

  Business Response

  Date: 05/14/2025

  May 14, 2025
  
  Better Business Bureau of Minnesota & ************
  
  RE:Mr. ****
  Case #********
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr.****.
  
  We stand behind our initial response and a member of the Executive Team has reached out to Mr. **** again today. We are working toward a satisfactory resolution by replacing the magnet kit at no cost. We sincerely apologize for any inconvenience and frustration this issue may have caused.
  
  
  Best Regards,
  
  ****** H
  
  Executive Team Consultant 
  

  Customer Answer

  Date: 05/19/2025

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

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a sleep number bed. Our salesman told us how we should get an integrated base for the bed, and when he showed us the picture, the base had legs attached to it. When the base arrived, there were no legs, so the base is completely pointless laying on the ground. Thankfully, we were informed of a 100 night free trial. What our salesman again neglected to tell us is that if you choose to return something, there is a $250 fee for them to come pickup the base. This was never stated or mentioned to ***** make matters worse, the pickup dates are only available on weekdays, and you don't find out until two days beforehand the 3 hour window in which they will pick the bed up. The window could fall during work hours, and you are screwed and have to reschedule 2-3 more weeks out. Even worse, if you can't make it and try to reschedule, they can penalize you or take away part of the refund. It is completely deceptive, and manipulaitive. They expect us to wait on them, and/or take PTO, and charge us $250 for something we didn't want. On top of it all, I spent $500 on the initial base and won't get half of that back thanks to the delivery fee that they didn't tell us about. I have tried getting things fixed via customer service and they are not helpful at all and say "there's nothing we can do". So now I am stuck on Wednesday hoping that they don't come pickup the base between ***** of our 2-5 window because I will be at work.

  Business Response

  Date: 05/07/2025

  May 7th , 2025 

  
  Better Business Bureau of ********* & *****************; 
  RE: ***** 
  Case # ********
  Dear Better Business Bureau: 
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr.***
  A member of our Executive Team has reached out by phone to work on a resolution.

  
  Best regards,  
  Executive Team Consultant    

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sleep number 360 climate control bed king size split for ****** dollars here in *******! The bed was purchased February of 2024 and delivered to me February 9 of 2024. I gave them an immediate ***** dollars down on the bed and financed the rest through ************** to whom I pay 300 dollars monthly to. This bed is advertised as a complete cooling and heating bed with everything youd expect on an ****** dollar bed ! So far Ive had 3 visits for repairs because the bed keeps breaking as far as heating and cooling, the bed was purchased with a full warranty of ************************************************************************************************************ November of 2024 it did NOT work so it was discovered that the entire brain ( computer of bed was bad) they returned and replaced the entire system of the bed also in November 2024, by march of 2025 it once again is broken and now they are telling me I must pay for installation of yet another new computer system for the bed. Yet none of this was explained upon purchase of the bed and these warranty exceptions they state its a 15 year warranty which I pay for, I have once again called them and explained the bed has the same problem again, they told me I need to pay for installation of any piece that now breaks. I paid 190 dollars more and the company has sent me only the foot warmer pad not the system, this is NOT the problem, so now I have paid for an installation on the bed for this may 8 and it is not going to be the issue! I believe as a consumer of this type quality bed they are advertising that this bed at a price of ****** dollars should not be breaking at all within a years time not to mention 3 times, I still owe about ****** dollars on this bed and they wont refund me nor just replace the entire bed. They want me to keep paying for pieces of a bed that keeps breaking! The resolution I want for this bed is a new bed!! Or considered paid due to the fact its not as advertised!

  Business Response

  Date: 05/06/2025

  May 6th, 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.****
  We sincerely apologize for the inconvenience and frustration this issue has caused. To address the customer's concern ******** will have to reach out to Sleep Number customer service. We can be contacted Monday-Friday 8:00AM-4:30PM and Saturdays 10:00AM-2:00PM central time at **************.   
  ?  
  Best regards,  
  Executive Team Consultant  
  
  

• Initial Complaint

  Date:05/05/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contracted with Sleep Number on April 13 2025 to disassemble our Sleep Number bed on Monday May 5 due to new carpeting being installed on May 6 and to reassemble it on Wednesday May 7. Each visit costs $250 each. We received confirming emails on April 17 AND April 29 for the reassembly on May 7( we have the emails available if you need to see them). AT 4:23 PM Friday May 2 we received an email saying the reassembly would be done Thursday May 8. We contacted Sleep Number immediately to remonstrate with them requesting them to honor their contract for the original date or to adjust the fee for their inconveniencing us, They refused on both counts.

  Business Response

  Date: 05/06/2025

  May 6th, 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, *******
  We sincerely apologize for his experience and the frustration this may have caused. We will refund half of the disassembling service of $125 the refund will be settled within 7-10 business days to the original form of payment. We will use this as a coaching opportunity to improve customer experience and appreciate ******* sharing his feedback. 
  
  Best Regards, 
  Executive Team Consultant