ComplaintsforSleep Number Corporation

• Initial Complaint

  07/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We went to the coastal grand mall Sleep Number store in ************ on June 2 and ordered a flex top 2 mattress and base. On June 20, the delivery guys delivered a mattress and a base and left. The base is supposed to connect to our apps so we can control it. It wont connect. I spent hours on the phone with customer support trying to figure out what the problem was, and they finally guessed that we have a malfunctioning pump. A new pump was mailed to our home and the delivery guys showed up on June 26th to install it. When they arrived and saw the pump, they told us it wasnt a pump problem, we have the wrong base. So they ordered a new base. On July 3, the delivery guy showed up again with the new base, brought it upstairs and scratched the h*** out of our door. They Switched out the bases and then told us that we now have the wrong mattress. We have spoken with customer service several times. We were told we would receive a phone call from corporate - that never happened. I have reached out to the sales person and he said we should be expecting a call from the district manager and that has not happened. We are making payments on a product we do not have. I am at a complete loss as to who to speak to, what to do and where to go from here. Nobody knows what we have and the company is refusing to help or give us our money back.

  Business response

  07/10/2024

  July 10th , 2024 
  Better Business Bureau of ********* & *****************;
  RE: ****
  Case # ********
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms.**** ***** filing this complaint, a member of the Executive Team has spoken with Ms.***** and has come to a satisfactory resolution.  
  
  Best regards, 
  Executive Team Consultant   

  Customer response

  07/11/2024

   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 as long as all goes to plan. The new bed is to be delivered July 24th. After that time, I will be able to confidently determine that a resolution has been adequately reached. 

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased king size sleep number with flex base in summer of 2022. On June 28 called sleep number support to troubleshoot the problem of mattress shifted off the base of the bed. ******** care tried to guess and troubleshoot the problem, trying to sell not so necessary parts ($800). I tried to explain that mattress cover is made of elastic material, and it is stretching causing the mattress to shift. The mattress is attached to the base by strong magnets, and it is very heavy. My husband and do not know to move to the original position. We are concerned that shifting might damage the mattress. ******** care offered to send technician for $159. Technician arrived and just look at the bed, determined, yes, the mattress has shifted. He did not try to examine mattress or shift the mattress to move in its original place, but he said that we need two retainer bars on foot of the bed. He said that he is going to order the bars and came back to install it as a part of this service call. Basically, service call did not do anything. Later that day my husband received a call from Sleep number customer care asking h to pay for bed retainer bars and stating that we can install the bars our selfs, still we dont know how to shift the mattress to its original position (attached by magnets).If we want to technician to do so we need to pay another $159 for a visit. I was outrages. For two year old mattress and cost of bed purchase around $10,000, I expected more than to be taken advantage of and continue paying Sleep number overpriced products and services.

  Business response

  07/05/2024

  July 5, 2024
  
  Better Business Bureau of Minnesota & ************
  
  RE: ****
  Case # ********
  
  
  Dear Better Business Bureau:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. **************** retainer bars have been order, they will arrive by Fedex.We can install them on 7/18.  Mr. ****can change the date if it does not work for him.
  
  Executive Team Consultant  

  Customer response

  07/12/2024

   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

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business promised my a full refund if I was not happy and contacted them within 30 days to return it. Now after 10 days I have tried three times to tell them its not working and its hurting my back I cant sleep and now they say they will take only half of it back and charge me 2000 for the base I dont want. Its criminal. I have tried since the third day and they stall but today they told me no!

  Business response

  07/05/2024

  July 5, 2024
  Better Business Bureau of Minnesota & ************
  RE: Ms. ************ # ********
  Dear Better Business Bureau:
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. ***********
  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.???
  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 Ms.**** at the time of the purchase.?The terms are sent home with the customer to review. Ms. **** 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.  Ms.*** ********* not set a date for the return of her mattress.
   Best regards,
  Executive Team

• Initial Complaint

  06/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On May 2, 2024 ordered a new bed remote. Was told it was on backorder but I should have it by end of May. I got a bill for the remote which is due 6/28. I called to ask why I was being billed for something I hadn't received yet. Was told product was still backordered and I should consider the charge "a reservation fee" so I would keep my place in the line of people waiting for the same item. I was also told they had no time frame for when this product would be in stock. I then asked directly if they were telling me I had to pay for an item that they couldn't give me any assurance of receiving in the near future and was advised it was either that or go to the back of the line. I have been in contact with Discover and they are looking at what they can do on their end. I do a lot of online shopping and have never been expected to pay for something that is on backorder. I've always been told my card would be charged when the item is shipped. I'm not asking for the moon and the stars. I just don't want to have to pay for something that I don't even know if I'm going to get. I'm extremely disappointed in how Select Comfort has chosen to handle this.

  Business response

  07/05/2024

  July 5th, 2024

  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. ************** sincerely apologize for the inconvenience and frustration. We arent able to provide ETAs for backordered items. A pending charge is held for the amount due so when the item is in stock the customer would be priority over new orders. The remote is expected to arrive today.
  
  
  
  Best regards,
  Executive Team Consultant   

  Customer response

  07/05/2024

   I am rejecting this response because:
  The charge is NOT pending. It is on my credit card and the payment was due on June 28th and the company could not give me any idea of when I would get what I ordered. All I asked was to not be charged until the product was received and ready to ship. Because I raised the question with my credit card and the charge is on hold while they investigate. 
  
  

  Business response

  07/11/2024

  July 11, 2024
  Better Business Bureau of Minnesota & ************
  RE: ****
  Case # ********
  

  Dear Better Business Bureau:
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. *************** we sincerely apologize for the inconvenience and frustration. At that moment we werent able to provide an ETA for backordered items. A pending charge is held for the amount due so when the item is in stock the customer would be priority over new orders. This item made it to the customer on 7/7/2024.
  

  Executive Team Consultant  

  Customer response

  07/11/2024

   I am rejecting this response because:
  While I have now received the item I requested it doesn't change the fact that I was charged for it when they had no idea when I would receive it. I will consider the matter resolved when there is assurance that this situation will not happen to anyone else. 

  I am contacting the credit card company to let them know I have the item and give them payment information. 

  
  

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and myself purchased a Sleep Number mattress, base, and headboard totaling more than $12000. At around the 80 day **** my side of the bed started going flat. I contacted customer service and they sent technicians to replace the air bladder. Within 2 nights my mattress was going flat again, I could not even air it back up. Technicians came out again to replace the pump. Within one night it was flat again. For the 3rd time technicians were sent out this time to replace the air hoses. Guess what the mattress is still not holding air. The technicians even said there was nothing wrong with the original hoses and that was not going to fix our issue. I have gone through all of the troubleshooting procedures requested. I have now filed to get the mattress returned. I am being told I am needing to pay $249 for the refund of a faulty product!!!!!!!!!! How is this my responsibility? I was repeatedly read the contract that I signed. However no responsibility taken by Sleep Number for selling inoperable equipment. I have tried escalating this to get the base refunded as well. With the base I purchased I am unable to use just any mattress. I am met with complete lack of customer service but more attempts to collect money.This bed has exacerbated a health condition that I was hopeful it would help. I am unable to use the base with other mattresses. I will be pursuing legal counsel to obtain a full refund. The amount of negative reviews and lack of customer service is astounding.

  Business response

  07/03/2024

  July 3, 2024 
  
  Better Business Bureau of Minnesota & *****************;
  RE:****
  Case #********
  
  Dear Better Business Bureau: 
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. **** Since filing this complaint, a member of the Executive Team has spoken with Mr.****has a return for the mattress scheduled 7/12/2024. However,the adjustable base is a final sale per the Terms and Conditions of Sale.  The base can be used with multiple mattresses on the market.  Mr.**** did sign the terms and conditions stating that he understood them at the point of sale. 
  
  
  Best regards, 
  Executive Team Consultant

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased bed 4/2023 & pd $7300 in order to have it in place to aid in my husbands knee replacement surgery recovery. He had both knees replaced in the past yr. The mattress is hanging off the side of the bed. This is dangerous for an elderly person, especially recovering from major surgeries. I tried the self-help info provided online to fix it to no avail. I stopped in the store yesterday & they told me the foam needed to be replaced & told me it was under warranty to call customer service (cs) which I called today & they told me I was 2 mos past warranty & would have to pay $560 to have them come out to replace the foam. I had escalated to a manger who said they could do nothing. I tried to file a formal complaint with Sleep Number & could not locate info on their website on how to do this. I sent my question via *********** said I had to call the escalation team. I told them I already tried that. They said there was nothing they could do. Therefore I am coming to BBB as my last resort for help.

  Business response

  07/03/2024

  July 3rd , 2024 
  Better Business Bureau of ********* & *****************;
  RE:# ********
  
  Dear Better Business Bureau: 
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms.***?? Ms.***** purchased her bed on 4/23/2023 with our 1/15 year-limited warranty. The customer is responsible for the cost of service or installation of replacement parts after the first year.
  
  Best regards, 
  Executive Team Consultant   

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi I purchased a sleep number bed and headboard. I cancelled the bed before delivery and my money was refunded. However they are refusing to cancel the headboard. It has not been delivered. They are telling me its final sale. I told them I dont want the delivery and they arent budging. I am being charged $250 for delivery of something I dont want plus the cost of headboard. All I want is to cancel order and be refunded

  Business response

  07/03/2024

  July 3rd, 2024? 
  Better Business Bureau of ********* & *****************;
  
  RE: *****
  Case # ******** 
  
  
  Dear Better Business Bureau: 
  
  Thank you for the opportunity to respond to the complaint of our customer, Ms****. 
  
  Our sales professionals are trained to lead with transparency and ensure that all customers understand the contours of our return policy.  The Upholster furniture is a final sale per the Terms and Conditions of Sale.  The *** can be used with multiple beds on the market.  Ms.**** did sign the terms and conditions stating that she understood them at the point of sale. We stand by our policy as presented to the customer.     
  
  Best regards, 
  Executive Team Consultant   

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $20k (!!!) incl. bedding for my Sleep Number 360 bed in January 2023. It is an absolute disaster, since the same errors reappear over and over again and the company is obviously not able to fix it. We had six (!) visits of engineers and countless phone calls and still one side of the bed doesnt warm up properly, it is extremely loud AND the foot warming never worked. The company sent countless replacement parts but nothing helped. Theyre obviously not able to service the bed, so Im honestly about to just throw it away (20k!!!) and just buy an 8sleep. I cant understand how SN can still have such a good reputation since you find several customers with similar proplems on Reddit. Im sad and tired, also because SN permanently forces you to call a number instead of answering to emails. I dont have time for waiting on a stupid hotline for hours over and over again, I just want this horrible product to work.

  Business response

  07/02/2024

  July 02, 2024
  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. **************** style="font-size: 0.875rem;">Since filing this complaint, a member of our Executive Team has reached out to work on a resolution. We sincerely apologize for the inconvenience and frustration this issue has caused. We encourage Mr. **** to respond to his email.

  Best regards,

  **************

  Executive Team Consultant  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a bed/frame from them several years ago and it cost me almost $12,000.00. It is a flex top king and you have to buy their fitted sheets. Their fitted sheets for the Flex ************** They are designed poorly and will rip where the top ends meet in the middle. I called on 6/21/24 (spoke to a supervisor) and asked for a replacement for them since I bought them a little over a year ago and spent $284 just for the bedding alone. They will not replace them OR give me a discount on a new set. Really????? I spent $12K on a bed and buy overpriced bedding and they won't help me out at all. TERRIBLE COMPANY!! **************** doesn't care about their customers when they are making subpar bedding. Absolutely ridiculous. They lost me as a future customer and I will NEVER recommend them to anyone.

  Business response

  07/02/2024

  July 02, 2024
  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. ************************************** warrants its bedding collection products against defects in material or workmanship under normal intended use for one year from the date of original purchase. This limited warranty extends to all Sleep Number bedding collection items, including pillows, sheets, mattress pads and layers. We are happy to assist with a one-time replacement within the terms of the one-year limited warranty. ******************** purchased his sheets on 12/14/2022.The one-year limited warranty expired on 12/16/2023. Unfortunately, he is outside of the warranty period. Since filing this complaint, a member of our Executive Team has reached out to Mr. ***** We strongly encourage Mr. **** to our email.
  
  Best regards,

  **************

  Executive Team Consultant  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a sleep number bed on May 11, 2024. I did the entire purchase through email and had it delivered May, 21, 2024. We have had nothing but issues with the bed since receiving it. The bed inflates completely while sleeping and will randomly just fully inflate. The base lights no longer work and the bed has to be reset daily. We bought the bed in hopes of it help my husband who is a disabled veteran with chronic back problems. We have tried trouble shooting the bed with no resolution. We have decided since we are in the 100 days still we want to return the bed and base. We were never told before purchase that we could not return the base with the bed. With the base not working correctly we want to have a complete refund. I spoke with a supervisor at sleep number and she was using explicit language while on the phone with me which was extremely unprofessional and was no help to the issue. This company is a scam and does not care about helping their customers. A faulty bed and a faulty base with no help from the company. My husband and now myself have been suffering from extreme back pain due to this bed and faulty base.

  Business response

  06/26/2024

  June 26, 2024
  
  Better Business Bureau of Minnesota & ******************* Ms. *********** Case # ********
  
  Dear Better Business Bureau:

  
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. *****
  Since filing this complaint, a member of the Executive Team has spoken with Ms. **** and has come to a satisfactory resolution. We sincerely apologize for her experience and the frustration this may have caused. We will use this as a coaching opportunity to improve the customer experience. We appreciate Ms. **** sharing her feedback.
  
  Best Regard,
  **************
  Executive Team Consultant  

  Customer response

  06/26/2024

   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.

*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. ↩