ComplaintsforSleep Number Corporation

Bed Sales

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Initial Complaint
09/05/2024
Complaint Type:
Product Issues
Status:
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.
Sleep number advertises a 100 night risk free trial. However, it is not risk free. Adjustable base $3739.15 is not returnable and they also charge a return shipping fee. "Risk free" is very deceptive when you are stuck with non-returnable items.
Business response
09/09/2024
September 9, 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.****
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. ****************** did sign the terms and conditions stating that she understood them at the point of sale. All customers are responsible for the delivery and pick-up fee should they decide to return the mattress. We do offer a 100-night trial for our smart beds, this trial is limited and does not extend to adjustable bases and shipping-delivery fees,which are non-returnable. Our Terms and Conditions clearly state that the customer is responsible for the shipping and return fees.
Best regards,
Executive Team Consultant
Customer response
09/10/2024
I am rejecting this response because:

it is false advertising to say "100 night risk free trial" when it is not risk free nor free. I am stuck with a $3700 base and shipping/return feels. Despite what they say about the base being able to be used with other mattresses, a simple box spring for a fraction of the money would do the same thing. The advertising is very deceptive.
Business response
09/19/2024
September 19th, 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, *******
Our position remains the same. We stand behind our training practices and the integrity of our Sales force. ******* signed the terms and conditions. The policy in question is highlighted and printed in bold and has its own signature line. Customers do have to take some responsibility for reading what they agree to before signing a legal document. The terms are sent home with the customer to read. *** ****could have canceled the order before delivery to avoid keeping the base.
Best regards,
Executive Team Consultant
Initial Complaint
09/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Upon receiving the bed, we were incredibly excited for this investment we had made in our sleep. Unfortunately, from the first night we slept on it we have had issues. The mattress is uncomfortable, and unworthy of the prices we paid. The mattress should fill up with air specific to numbers we set in the app, but that does not happen. We have fixed our "sleep number" as told and still continue to have issues. We were told we had to wait 30 days for them to return the bed. This is ludicrous that they could force somebody to sleep uncomfortably in a bed for that long when we are telling them we are already having problems. Also, the base is non refundable, but how are you going to sell me a non refundable product that doesn't even work correctly. The base does not notice our sleep patterns correctly and sometimes does not work at all, the automatic light turns on when were still laying in the bed, and the adjustment of the base does not work properly either. It makes me think that the reason it is non refundable is because they know they sold us a faulty product. Which in turn, make me feel as if this company is committing fraud by knowingly selling products that do not match up to their sales pitch. We are looking for a full refund for the mattress and the base and will be reaching out to the CEO to remedy this issue as well.
Business response
09/09/2024
September 9, 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, *******
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 ********* 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 ******* at the time of the purchase.?******* is scheduled for a return on the mattress for 9/20.
Best regards,
Executive Team Consultant
Initial Complaint
09/03/2024
Complaint Type:
Product Issues
Status:
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.
I contacted Sleep Numbers local store regarding issues with my bed. The local store transferred me to support center. I explained that the bed was sliding and the magnets were no longer holding the mattress. I also explained that the sides were pushing out. The representative advised me to purchase a magnet mattress cover and kit for the sides. I gave him my credit card information and paid $466.06 for the items, and the installation was scheduled for Monday, August 12, 2024. On Monday, August 12th my husband took off work and we waited all day for someone to come and install the parts. No one showed up. My husband and I called the local store and was transferred to customer service. We were told the parts were on back order; they would be shipped to our home, and they could not give us any idea when they would be available. We would just have to wait for a phone call. When we tried to get some clarification, the representative was rude, condescending and belligerent. She said we could either wait to eventually get a phone call from her or cancel. Since we had not received any communication from Sleep Number prior to our call to them, we had no idea the installation would not take place on August 12th as scheduled. When we asked why we had not been notified, the representative said she could neither confirm or deny that anyonehad attempted to contact us. We found this statement odd and again asked for clarification. She told us she had no idea when the parts would be in and we would just have to wait. To date, we have not received any parts nor have we received any communication regarding either parts or installation. No one has contacted us to say if parts are still on back order or not. When we call to inquire, we are told to leave a message and someone will get back to you. Today is August 31st and I have not received any communication nor replacement parts.
Business response
09/09/2024
September 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, Ms****
We sincerely apologize for the inconvenience and frustration. The part is on backorder, we do not have an ETA for the part. Ms. ***** has been added to the priority list so that when the part comes in, she will have priority.
Best regards,
Executive Team Consultant
Initial Complaint
09/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Hello We purchase sleep number bed in 2020 and since then we had a lot of issues. The base has never worked properly since the software to allow it to link with the mattress was never loaded; thus, the base cannot elevate. The company told us to buy a remote, we did and still didn't work. The company sent us a technician and he told us to buy a part to fix this issue. We paid for the part and for the technician. Still didn't work. We called again and again we had to pay for the part and for the technician. He didn't fix this issue. 4th time I called and explained that the problem is in the evening but during the daytime I can elevate with remote. The company told me again to pay for a different part and also to pay for technician. I refuse to pay for a tech visit. I think that's enough, we paid too much. We paid $8000 for this expansive bed and I can't use it. I'm asking to fix this issue w/o paying for tech visit.
Business response
09/12/2024
September 13, 2024

Better Business Bureau of ********* & ************

RE:
RE: Case # ********
Sleep Number Customer # ****

Dear **********************:

Thank you for the opportunity to respond regarding the complaint of our customer, Ms. **************** warranty for the customers adjustable base is a 1/15 limited warranty which includes replacement of parts or product no charge to the customer during the first year of ownership, including labor. After the first year if parts are needed, the customer is subject to a prorated cost. Beginning at year number two, the larger portion of the cost is incurred by the adjustable base manufacturer and the smaller portion of the cost is paid by the customer. Progressing through the years of ownership,the customers portion of the cost increases and the companys portion decreases. The cost for labor to install parts is the customers responsibility after the first year of ownership.

If you have further questions related to your adjustable base warranty, please reach out the adjustable base manufacturer at ************** between the hours of 8am to 8pm EST Monday Friday or 10am 3pm EST on Saturday.

Best Regards,
**********
Executive Team Consultant
Customer response
09/13/2024
I am rejecting this response because:I bought the parts 3 times and it didnt solve the problem. Each time they told us to buy parts and we also paid 3 times for the technician and we still have the same problem. I didnt say I dont want to pay but if they didnt solve the same problem why I need to pay for the technician again and again, they asked us to pay for the 4th time for the same problem.

Business response
09/19/2024
September 19, 2024
Better Business Bureau of ********* & ************
RE: Case # ********
Sleep Number Customer # ****
Dear **********************:

Thank you for the opportunity to respond regarding the complaint of our customer, Ms. **************** position remains the same, the warranty for the customers adjustable base is a 1/15 limited warranty which includes replacement of parts or product no charge to the customer during the first year of ownership, including labor. After the first year if parts are needed, the customer is subject to a prorated cost. Beginning at year number two, the larger portion of the cost is incurred by the adjustable base manufacturer and the smaller portion of the cost is paid by the customer. Progressing through the years of ownership,the customers portion of the cost increases and the companys portion decreases. The cost for labor to install parts is the customers responsibility after the first year of ownership.

If you have further questions related to your adjustable base warranty, please reach out the adjustable base manufacturer at ************** between the hours of 8am to 8pm EST Monday Friday or 10am 3pm EST on Saturday.

Best Regards,
Executive Team Consultant
Initial Complaint
08/30/2024
Complaint Type:
Service or Repair Issues
Status:
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.
We initially purchased our sleep number bed in 2014, which came with a 25 year warranty. We recently got a new puppy and she damaged the single remote for bed adjustment. On 08-16-24, I went to my local Sleep number store inquiring about purchasing a replacement remote. The store representative told me the cost to replace the remote would be about $50. She determined that the "lollipop" remote we have is not one she could order. She gave the contact for the customer service line *************) and asked me to call. I dialed them as I was leaving the parking log of the store in ************, **. I spoke with and agent, who told me that this remote is not one that Sleep Number supports and that we would have to purchase a new pump and remote for our bed at the cost of nearly $500. Because the damage to the remote was not covered by our warranty, they would cover the cost of replacement. I understand paying the cost of the remote as the damage was not covered by our warranty, but the cost to replace the pump, should not be ours to pay, as the decision to not support this "one off" remote was a decision made by Sleep Number. I asked to speak with a supervisor and after holding, was connected to a supervisor, who again let us know that they would not support the pump and remote that we had initially purchased with our bed, and that we would be responsible to replace both. I asked at that time, if the remote just stopped working, what cost would we have. She stated that both the remote and the pump would be replaced by our warranty. This is an unsatisfactory resolution to this customer issue. We love our ********************** and have bragged on its comfort and flexibility for as long as we have owned it. As a couple who sleeps very different from each other, this bed has been a lifesaver throughout our ownership. We would happily pay the cost to replace the remote, as I stated above, However, the cost of the pump replacement should not be ours to pay.
Business response
09/03/2024
September 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, Ms****
I think there is miscommunication on this issue. The remote the customer is trying to replace, we no longer make, so we would have to replace the pump and remote. This is the same policy for every customer, no matter if it went out on its own or the puppy destroyed it. This is the policy and if the customer would like the remote replaced, the quote provided is good for 30 days
Best regards,
Executive Team Consultant
Customer response
09/10/2024
I am rejecting this response because:

While I appreciate the effort and response by Sleep Number, I assert that I have not misunderstood the statement made by their staff at the time time if my initial call about replacing the remote for my Sleep Number bed.
If the respondent would review the call I placed to their agent and supervisor, they would find that these staff provided the information for replacement cost in my initial communication.
Futher, the issue is more so that Sleep Number sold this bed with a 25 year warranty. They subsequently made the business decision to discontinue support of the remote specific to the bed I have. That decision is what leads to the upcharge to replace the pump for my bed, as there is no damage to the pump itself. As I stated before, I understand the charge for replacement of the remote. However, I still find the response that we should bear the cost for replacing a part that works, because Sleep Number so longer supports its control module, while still under warranty, excessive.
Thank you
****
Business response
09/19/2024
September 19th, 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****
Our position remains the same, the remote the customer is trying to replace, we no longer make, so we would have to replace the pump and remote. This is the same policy for every customer, no matter if it went out on its own or the puppy destroyed it. This is the policy and if the customer would like the remote replaced, the quote provided is good for 30 days. Furthermore,we only replace defective components under the warranty, since the customer dog destroyed the remote the customer would have to pay full price either way it goes.
Best regards,
Executive Team Consultant
Initial Complaint
08/30/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Well these people have no customer service skills, cannot communicate with their corporate system and they cannot help with anything after you buy a bed. I called customer support as I was told too by the **********************. I have a sleep number base, and upgraded our mattress to the bed. First they sold me a mattress that didn't work with the base, then they got me one that would work but could not connect the bed, then they got the bed connected but not the base and then told me in order to use it I needed to buy a remote. This is all after my first bed with the same base that was working fine with my app no won't. Even though they both are compatible the customer support said I need a remote. And in order to return the bed under my 100 day warranty they need to charge me $250 to come get it. I did not exchange a bed other then they sent the wrong bed to my house the first time. They want to do a re-set up which they didn't do the first time when they were here for free the re-set up would be $150 but now I can't use my app any more and to buy a $150 remote. These guys and sleep number are a complete joke. Come finish your job. just because you left and didn't set it up then can't figure it out over the phone does not excuse the fact I do not need to spend money to get your business to come out and make the repairs for a brand new product that never has been able to work based on your mistakes at sleep number
Business response
09/05/2024
September 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****
All customers are responsible for the delivery and pick-up fee should they decide to return the mattress. We do offer a 100-night trial for our smart beds, this trial is limited and does not extend to adjustable bases and shipping-delivery fees, which are non-returnable. Our Terms and Conditions clearly state that the customer is responsible for the shipping and return fees. Our remotes only cost, *****, a tech visit cost ******, that cost will not be waived.
Best regards,
Executive Team Consultant
Customer response
09/05/2024
I am rejecting this response because:

Sleep number gave me the wrong bed for my base first off, they could not program the bed with mattress they sent. Then they sent me a bed that would work with my base. Then they left the bed un programmed with the base and with the pump. I then called their tech support and am told that the job they did not only wasnt complete but I would have to pay them to come back. That I am not able to use the standard app as I had been using in the past. Now they want me to buy a remote to make it work. I was not informed ever about needing a remote until they could not figure it out. So now Im trying to tell them come finish their job or come get their bed under their 100 day warranty and I have had to sleep on this inoperable bed for 3 months. Either come finish your job you were hired to do or come get you bed you wrongly installed
Business response
09/06/2024
September 6, 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****
Our position remains the same, again all customers are responsible for the delivery and pick-up fee should they decide to return the mattress. We do offer a 100-night trial for our smart beds, this trial is limited and does not extend to adjustable bases and shipping-delivery fees,which are non-returnable. Our Terms and Conditions clearly state that the customer is responsible for the shipping and return fees. The remote is priced at *****, and for a tech to come out to Troubleshoot or Install the cost is ******.This cost again will not be waived, this is the standard cost for all customers.
Best regards,
Executive Team Consultant
Initial Complaint
08/30/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Sleep number mattress c2 off gassing and them knowing that it off gasses but no disclaimer or care that it made us sick. Day 1 delivery and still didn't work with remote. Said smelled bad to guys . They just ignored question. Usually they take away old mattress. But I had organic mattress so kept it thank God we slept first night with 2 air ****************** open. Sore **************** feeling on lips. In morning. Day 2 I used ozonator in room with bed for hours and also 2 air cleaners. I started to lower the sleep number by 30 and it made a noise and a burst of horrible smells came from the bladder under bed by our faces. As it goes up n down it emits a horrible plastic rubber smell. We slept half way and husband started coughing and my mouth tasted like poison. After a few more hours at 5 am I threw mattress into garage and put on my old mattress. Also hurt my back in process. Moving mattresses. The company at first refuses to give me back my full money was going to charge me $250 to get it from my house return it. I also mandatory had to pay $250 for their white gloves delivery wasn't an option. She just now supervisor told me she made up her mind and was not going to give me back all my money final. Decision. Like I was pulling a fast one on her n slept on it for lots of nights n then didn't want it. Was very very difficult to even get a supervisor took me 5 extra days to get them to do partial discount. I'm so frustrated with skin cancer and lung cancer on rise. This is un acceptable that they won't tell consumers about the off gassing and using *** to sell their products and not give us a choice. Had I known that the smell would be so horrible I would not have ever chosen this bed. I am fully aware that this company needs to have more compassion and acknowledge this huge problem that from what I read will never fully ho away. Off gassing forever when it changes the air exchange internally its always going to do so and it's toxic.
Business response
09/05/2024
September 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, Ms***
The newer the foam, the stronger the smell will be as there has been less use and less time to either release or breakdown the gases. All our foam goes through an outgassing process to help eliminate the odor, but we cannot guarantee that it will be odor free. We sincerely apologize for the customers experience and are using her feedback for the future.
Best regards,
Executive Team Consultant
Initial Complaint
08/28/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a $5.000 smart mattress a month ago, to this date, Sleep number has still not been able to make it work in spite of 3 technicians and 3 compressor replacement. So after 1 month and 3 days missing work to welcome their technician, I decide to return their mattress for malfunction, but they are charging me $249 returning fee while it's not me changing my mind but their mattress not working.
Business response
09/03/2024
September 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.****
All customers are responsible for the delivery and pick-up fee should they decide to return the mattress. We do offer a 100-night trial for our smart beds, this trial is limited and does not extend to adjustable bases and shipping-delivery fees, which are non-returnable. Our Terms and Conditions clearly state that the customer is responsible for the shipping and return fees.
Best regards,
Executive Team Consultant
Customer response
09/03/2024
I am rejecting this response because:
I accepted to be responsible for the return in case Im not happy with the mattress or if I change my mind, but here the problem is different: it does not work in spite of there 3 tentative to fix the issue.
it is a smart mattress connected to internet to be adjusted and have the smart function, but it does not connect, it is a defective product, and this is the only reason I return it. Therefor it should be there responsibility to pick it up, and it is not acceptable to be charged $250 for them to pick up a defective product
Business response
09/05/2024
September 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.****
Our position remains the same, ALL customers are responsible for the delivery and pick-up fee should they decide to return the mattress. We do offer a 100-night trial for our smart beds, this trial is limited and does not extend to adjustable bases and shipping-delivery fees, which are non-returnable. Our Terms and Conditions clearly state that the customer is responsible for the shipping and return fees.
Best regards,
Executive Team Consultant
Initial Complaint
08/28/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I paid almost $4000 for a bed. It has NEVER worked the right way. They replaced two parts on it that didnt need to be replaced to put a bandaid on it. Well, it has continuously lost air and just doesnt work right. And they charged me $218 for the replacement part!!!! Very aggravating. I want my money back as this is not fair. What kind or warranty makes you pay for replacement parts???I want a refund for the replacement part of $218.06.
Business response
08/29/2024
August 29, 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.****
Mr. **** is in the prorated portion of her 1/15 ************ Warranty, and as such there will be a cost for any servicing of the product. Sleep Number will handle any issues with the mattress and ******* and ***** will handle issues with the adjustable base. If he is having issues with either the mattress or the base, we encourage her to reach out. His issue will be resolved under the terms of the 15 ************ Warranty. Meaning Prorated each year, we will cover a certain % and the customer is responsible for the other half.
Best regards,
Executive Team Consultant
Customer response
08/29/2024
I am rejecting this response because:
the replacement part does not work. I told them that my pump worked perfectly fine but they insisted that it was broken. Well it wasnt and I am out $218. This is ridiculous and MY BED IS STILL BROKEN. SO I WANT A REFUND AND I WANT MY BED FIXED.

Business response
09/03/2024
September 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 our **************** team has reached out by email to work on a resolution. We encourage Mr. **** to respond to the email.
Best regards,
Executive Team Consultant
Customer response
09/04/2024
I am rejecting this response because:

I didnt receive an email. Which email did you send it to?
Initial Complaint
08/28/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Sleep number is a total fraud. As have seen 1000 of complaints here already about this business, mine is no different. Their product quality is horrible. Our bed stopped working properly after 2 years and we spent nearly 7000 dollars. Interestingly the sales representing told us that this bed has 25 years warranty. Of course failed to mentioned the pro-rated warranty etc. they are completely thieves and should be shut down or investigated. They want to charge to fix the bed.
Business response
08/28/2024
August 28, 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****
Ms. ***** is in the prorated portion of her 25 ************ Warranty, and as such there will be a cost for any servicing of the product. Sleep Number will handle any issues with the mattress and ******* and ***** will handle issues with the adjustable base. If she is having issues with either the mattress or the base, we encourage her to reach out. Her issue will be resolved under the terms of the 25 ************ Warranty.
Best regards,
Executive Team Consultant

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