ComplaintsforSleep Number Corporation

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a i8 bed and base from the Lubbock store. Before we agreed to the purchase we asked if the base adjusted any higher than the display models, the sales person asked ****** the manager and she said yes 4 inches. When the base and mattress arrived I asked the install guys if the base could go higher, they said no. I then told them that I do not want the base or mattress then. They said we would have to call customer service which was closed. As they were installing I told my wife I felt like I was fu*#+=% lied too. Then one of the installers threw a fit and said he was out. He then jumped into his truck with the liftgate down and drug it out of my driveway. The other installer was left there and apologized for him. I called Monday morning at 8am and spoke with a supervisor and explained my issue and wanted a regional manager and to file the complaint. I then told him I need them to come get their products and I wasnt good with the lies and customer service. He then caught attitude and said I would have to wait 30 days to get a refund. I am not ok with this. If this has a ***************************************************************************** lack of. Since the bed has been here me and my wife have had chronic pain from this mattress, that is nothing like the one on the showroom floor. Between being lied too at the store to get my money and the fact that the installer damaged my property while leaving out I am needing a immediate resolution. This company does have several paid reviews on this site as well as others. Do yourself a favor and avoid this company and mattress at all costs!!!

  Business response

  09/06/2024

  September 6, 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, Mr. ************** member of the Office of the Executive Team with Sleep Number has reached out to the customer to further address the customers concerns.  We recommend that the customer work with that individual to address this issue.
  
  
  Best Regards,
  **********
  Executive Team Consultant  

• Initial Complaint

  08/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a split king Sleep Number bed 3 years ago. Over time the two split mattresses have split further and further apart and now they are about 5 to 6 inches. I called sleep number to report the issue and they advised that they believe I need new covers on the mattresses. They quoted me over $600 dollars delivered and I would have to install myself. To my surprise the warranty is written to just sound like a warranty. They do not care if it is a design or workmanship issue. Three years my very expensive bed is having issues. They suggested that I replace mattress covers and when questioning them if the covers do not solve the issue will they refund me, they say that all replacement part sales are final and they warranty them for a year and will not give me a refund. So if I pay the $600 in may or may not fix the issue, if it does, in three years I may be doing it all over again as the issue will still be there only now I will have to pay more as my prorated portion increases. At 3 years I am paying %50 and it only goes up from there. When asking Sleep Number if there are any other path of escalation or resolution their statement is no and they advised that upper management does not take phone calls or emails about product issues. I understand this is a business and that sales are sales, but this is not the impression the very nice sleep number stores represent when selling their product.

  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.****
  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

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Sleep number beds about two weeks ago to order air ******** for my full size mattress. Package came and it was the wrong size , it was a queen . I have been trying to send it back and reorder a full size and for some reason they are unable to do so ! I dont know what is going on at this service department but I can tell you its not good . This is going on 3 days of them telling me they are unable to reorder . Something about the system is not working properly. That is not my fault and in the mean have been sleeping on the couch. They did refund the queen size order so I will be checking my balance.Never ever had to deal with this craziness before.

  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.****
  Customer called in on Aug 28th and the right part was order.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.  We sincerely apologize for the inconvenience and frustration.
  

  Best regards,
  Executive Team Consultant

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First off the lady at the store told us the bed was returnable that we had 100 nights if we werent satisfied to return it she failed to mention that the base was non returnable because its adjustable the people at the ***** number told me that and that it was $3,000 and that it is universal which is a lie because it didnt even come with a remote it is run by an app on my phone I had problems with the bed the first night and wanted to return it then and they informed me that I had to keep it 30 days and then sent me a bill for a payment, Im not happy at all!! I feel like I should be able to return the whole bed and not get charged because I did not get the full details on everything.

  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****
  Our sales professionals are trained to lead with transparency and ensure that all customers understand the contours of our return policy.  We stand by our policy as presented to the customer. We ask the customer to give the bed a chance.  The first 30 nights allow the customer time to find their ********************** setting at home and get used to the new Sleep Number bed. 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.  Ms. ***** did sign the terms and conditions stating that he understood them at the point of sale.  
  Best regards,
  Executive Team Consultant

  Customer response

  08/29/2024

   I am rejecting this response because:
  
  Yall say the bed frame is universal but how is that when it didnt even come with a remote its run from the sleep number app on my phone. This is ridiculous I will tell everyone I know NOT to purchase or even think of purchasing one of your beds this information was not made clear to me yes I signed the paper but I also had a 2 year old running around the store I was trying to keep up with. This is entrapment if I wouldve known the bed frame wasnt refundable like the rest of the bed I wouldve turned around and walked out right then! 

  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****
  The base can be used with multiple mattresses on the market.  ************************ did sign the terms and conditions stating that he understood them at the point of sale. When a customer is returning a mattress and must keep the base, we send out a return kit that includes a remote. Our position remains the same, base is a final sale.
  Best regards,
  Executive Team Consultant

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ******** consistently moves out causing the mattress to lose the side support. I have replaced the mattress I believe 2 to 3 times. I bought a band to go around the entire king mattress in hopes to keep it in place I'm 67 and have been injured quite severely as my back has screws, rods and 3 fused vertebrae. A replacement knee. Today was to much after falling out. I hit my head as I fell out on my night table. Half my day I was losing ********. Fortunately I fell onto the bed. My wife can no longer help and I have not been able to find someone to reset the mattress, if that's possable.We are in the process of adding on to the house a *** bed and bath. It will not be long if I keep getting injured before I will be using only a wheelchair. I am not kidding when I say these falls take a lot to recover from. The falls have aggravated my knees but worse of all my S1 vertebrae. So my wife wants me to get a Sleep Number for the *** bedroom and I'm just not sure. I have not found a single article that addresses a fix. There are many many MANY articles talking about this issue but I have never seen a solution. The fabric is not very robust and tears quite easily. It reminds me of the black fabric on the underside of a bargain sofa. Once it tears around the magnet, I'm screwed and I can't keep buying a mattress every time I fall out of bed. I have kept track of my falls and visits to my spine surgeon. We have a CD of all my x-rays, cat scans and MRIs for the last 7 years. Later this month we go back and I will sign a release for all his notes and my visits. He retires in a few days. I am still searching for a class action lawsuit because based on my experience in the past, I am done groveling and begging for help from Sleep Number. Which reminds me, the last mattress I paid for and the labor was under warranty. I asked for it to be folded and put my mattress to the side. In one clean sweep, the smartass boss flipped his blade, smile, SSSSLICE "It's our mattress."

  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.****
  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

   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

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Salesman at the Sleep Number store in ******, ** said that the sleep number bed was the best on the market and would help support my lower back and hip. When I first got the bed delivered I tried using it several times. But I travel alot with my job but overtime I was home I would tried sleeping in the bed but it was so bad and uneven with the air ether on the side of the mattress or at the feet. Causing me to roll in the night in the middle of the bed. In addition this bed has caused me to problems with my back and somehow I ended up with two Broken Vertebrates in my back and a spine issues. I still can't sleep in the bed I sleep on my sofa most of the time.

  Business response

  08/27/2024

  August 27th, 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. ********************* are offering to assist ******* with her comfort issues, providing solutions and suggestions. Our Terms and Conditions clearly state on the first page: The In-Home Trial Period for Sleep Number beds, nonadjustable bases, Bedding Collection items, DualTemp layer,and Sleep Number remote controls is 100 nights. If, after sleeping on your new bed or non-adjustable base for a full 30 nights, you are not completely satisfied, we advise you to contact us before the end of the 100-night In-Home Trial Period to arrange for the return or exchange of your purchase. ************** could have returned her mattress during the 100-night in home trial.  We encourage you to contact us directly at **************. M-F 8AM-4:30PM central time
  ?Best regards,
  Executive Team Consultant   

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Issues with the base of the bed. Not put together properly. Called the ********** location multiple times, referred to an 800 number.Called them, had them out three times. Each time there were three different men. They were to order new legs. Then they never ordered the legs. Called again to have them ordered. They came and put them on. Still issues as they never put all of the nuts and bolts on to secure the brackets to the base. The bed is wobbly, and raising the head of the bed makes odd noises because bed is not sitting right. I can't sleep. Paid ******** for this and they refuse to replace. If refund it should include the base. 100%.

  Business response

  08/27/2024

  August 27th, 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.**** 
  Since filing this complaint, a member of our Executive Team has reached out by voicemail to work on a resolution. We sincerely apologize for the inconvenience and frustration this issue has caused. We encourage ******** to respond to her voicemail.
  
  Best regards, 
  Executive Team Consultant 

• Initial Complaint

  08/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased bed now that same bed is 50%off they will not give me the 50%off I have been a loyal customer for *******

  Business response

  08/27/2024

  August 27th, 2024 
  Better Business Bureau of ********* & *****************;
  RE: ****
  Case # ********
  Dear Better Business Bureau: 
  
  Thank you for the opportunity to respond regarding our customer's complaint, ******  
  Our position remains the same. We have a 30-day price guarantee we offer to our customers, to allow them to get the best deal available for their purchase. We'll apply any single current eligible promotion that gives the customer a better deal than their original purchase. At the time of purchase, ****** received the best promotion that was available at the time of purchase.
  
  Best Regards, 
  Executive Team Consultant   

• Initial Complaint

  08/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Sleep number misleads consumers as to fees associated with returning the mattress. This violates section ***** of the CA business and professions code.

  Customer response

  08/26/2024

  I visited the ******** and Encinitas Sleep Number show room on separate occasions. At both, I inquired about the return policy with their 100 night guarantee. At both, I was told there would be a return shipping fee charged, only. 

  If you review the Sleep number website, the fees associated with the return are made initially vague to mislead consumers, to the benefit of sleep number. 

  When I contacted Sleep Number to return the mattress (because it's terribly uncomfortable, creates back pain, and has an app the does not work correctly) I was informed, I'd be charged $200 shipping, and $270 return shipping. This is not what I was told. 

  Not only do the sales people intentionally provide misleading information, the website obfuscates the fees. Of course buried deep in the terms and conditions, they disclose. 

  To say Sleep Number's business practices are unethical and misleading, would be an understatement. Further, such action to mislead consumers violate CA's Business and Professions Code section ***** for unfair competition. 

  These air mattress are terrible, nothing like what is advertised. 

   

  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, Mr****
  Our sales professionals are trained to lead with transparency and ensure that all customers understand the contours of our return policy.  We stand by our policy as presented to the customer. 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

  08/28/2024

   I am rejecting this response because:
  
  Terrible product. 

  Misleading sales tactics 

  Poor customer service. 

  Faulty app

  Of course sleep number is well aware of these complaints, and profits from their misleading practices. I regret that sleep number does not wish to resolve the matter informally, but that is their prerogative. 

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bed is defective and is just an air mattress. They want me to fix it myself and pay for the part. Rip Off

  Business response

  08/21/2024

  August 21, 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. ************ ****  purchase is covered by a 1-15 Limited warranty. Sleep Number Corporation (Sleep Number)warrants its mattresses, adjustable bases, and non-adjustable integrated bases against defects in material or workmanship under normal use and service for a total period of fifteen (15) years from the date of original purchase consisting of a Full Warranty during the First Warranty Year (the time period between the original purchase date up to, but not including, the first anniversary of the original purchase date) and a Limited Warranty thereafter. Labor is not covered after the 1st year.
  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. ↩