ComplaintsforSleep Number Corporation

Bed Sales

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Initial Complaint
04/11/2024
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.
My husband and myself walked into the business to get information and likely purchase a bed. After giving our budget and choosing a matress set , I spoke with the sales female asking about the financial options. I asked if there was a 10% discount option if we applied for the credit card, which would put everything in our budget. She told me yes. After we received our delivery, I went to the website to make a payment and noticed that there was not a 10% discount. After contacting the bank and the sales person. I was told that she was confused and there was no 10% discount. I feel this was a bate and switch issue. We would not have applied for a credit card if we would have been told the truth. If she didn't know she should have said so. I contacted the corporate office and they will not do anything.
Business response
04/11/2024
April 11, 2024
Better Business Bureau of ********* & ************
RE: ****
RE: Case # ********
Dear Better Business Bureau:

Thank you for the opportunity to respond regarding the complaint of our customer, Ms. ****************** 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, initiated 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 basis. 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. In fact, Ms. ****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. 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.

Best regards,
Executive Team Consultant
Initial Complaint
04/09/2024
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.
Sales representative did not know the overall information for warranty. ************* Is 150 dollars per time to come out. Will not diagnose bed or fix due to parts coming directly to us that will be left to us. Also have to go to store to get caps to diagnose bed to get right part. Seems like nothing will be done to fix bed solely on customer having to fix there own.
Business response
04/16/2024

April 16, 2024

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

RE: Mr.****
Case # ********
Sleep Number customer # N/A

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

Thank you for the opportunity to respond regarding the complaint of our customer, Mr.***

We searched for the email address and phone number and could not find a record. Its quite possible that the bed was purchased under a different name or address. We have searched with the provided name, first and last,address, and email address. We recommend Mr. **** provide us with more information such as an order number,or possible alternate addresses and phone numbers to assist us with finding the order.

Best regards,
Executive Team Consultant??
Customer response
04/17/2024
I am rejecting this response because:

The purchase is under ******************* ********************************************************* purchased at Geneva ** store this is how sleep number responds by always putting it off until you are fed up I just way my bed fixed After talking to customer service te rep said sales have never told the warranty information as it is taught As of now it was a mistake to buy from them hopefully can get resolved to at least be able to use product which is why we purchased it in first place
Business response
04/18/2024
April 18, 2024
Better Business Bureau of ********* & ************
RE: Mr.****
Case # ********
Sleep Number customer # ****
Dear **********************:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr.***
The 1-15 Limited warranty clearly states that: 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 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??
Customer response
04/19/2024
I am rejecting this response because:

I guess sleep number should inform there sales staff that is not how it was explained this was just one of many problems starting with forgetting the delivery to warranty to repair basically everything was a half truth on there end I can see that they are a horrible company that will take your money and laugh there way to bank will remain dissatisfied
Initial Complaint
04/09/2024
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.
We purchased a Sleep Number bed 2/29/24. We tried it for 3 nights and it ended in tears for me as I was absolutely unable to sleep. We decided that night that the bed did not fit our needs and called to return it. We were led to believe that we would only be responsible for the delivery fee (which was understated by $20 to start with) we understood $249 for shipping and were charged $266 and some change. Our bed was picked up, it took the service men a total of 2 minutes to come in the door and grab it and load it on to their truck. When I went to look at my account, I saw I still had about $530 to pay on this bed instead of just the delivery fee. I called customer service today and that's when I found out about the pickup fee. I asked if there was any way we could reduce this amount and I was told no. Basically I was told there was nothing that could be done and I should have just read all the paperwork. I get that, however I also listen to what I'm told by customer service representatives who should be correctly informing customers. Sleep Number seems to have some shady practices when it comes to their sleep guarantee. I just wasted $532 for a bed I slept in 3 times. I want the pickup fee refunded to me because of their lack of customer service knowledge and misinformation. In reading other complaints, I see A LOT of the same issues from other customers, so I know I'm not the only person who has fallen for their false information. I expect Sleep Number to honor what their representative told me on the phone and refund $266 to my account to show they stand behind their employees and stand by their products.
Business response
04/11/2024
April 11, 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. ****************** 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.

Executive Team Consultant
Initial Complaint
04/08/2024
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 had an incredibly disappointing experience with Sleep Number from start to finish as they appears to engage in predatory practices of omitting crucial details during the purchase process. While the initial purchase process at the store and the delivery went smoothly, everything fell apart when I encountered issues with the mattress.The biggest problem was their abysmal customer service. Once you make a purchase, you're basically abandoned to deal with their unprofessional and untrained customer service team (the ********************** claims that it's out of their hands once the purchase is made). When I tried to escalate my concerns, I was met with aggression, defensiveness, and zero solutions. It was a nightmare dealing with them.What's worse is the hidden fee if you want to return the mattress (no where does the fee appear on the terms and conditions). This crucial detail is conveniently left out during the purchase, leaving customers blindsided.As for the mattress itself, I tried the i8 model, which the associate said would be "top-notch". Instead, it felt like sleeping on a cheap air mattress. My back was hurting after 1 night sleeping on it, forcing me to seek relief and sleep on another mattress for relief. I want to emphasize that return fees were not disclosed to me during the purchase process. Had I been informed about the return fees associated with the mattress, it would have influenced my decision differently. I've been proactive in seeking a resolution and escalating the matter to individuals within their organization, but it seems there is a lack of competence in addressing this. Despite multiple attempts to contact their customer service, I have not received a response.I have asked their store to review the security footage of their store to ascertain the truth, as I am confident that it will clearly demonstrate that the fees were not disclosed to me during the purchase. I am eager to reach a fair and reasonable resolution. Order # ***********. **** ********.
Business response
04/15/2024
April 15, 2024

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

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

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

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 their understanding, and decided to make their purchase.? We stand by our policy as presented to the customer.? ??

We do not offer or advertise a 100-night risk-free trial on 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. The terms are sent home with the customer to review. Mr. **** could have canceled the delivery to avoid the final sale terms. The first paragraph of the Terms and Conditions clearly states that the customer is responsible for the shipping and return fees.

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.

Executive Team Consultant
Customer response
04/15/2024
I am rejecting this response because:
Once again, I assert that the delivery and return fees were not clearly disclosed to me during the purchasing process. Even when I signed the terms and conditions, the fees were not specified there, and when I inquired about them, I received incorrect information. Given the negative reviews your company has regarding this issue, I can't be the only one affected. Claiming to follow protocols in informing customers doesn't hold up when these issues persist. If you want to confirm the facts and find the truth, I suggest reviewing your security cameras, as I am confident it will show that the fees were not adequately communicated to me during the purchase. I'm trying to remain objective and am open to a fair resolution, but your current response is unacceptable.

Business response
04/17/2024
April 17, 2024
Better Business Bureau of ********* & ************
RE: ******
Case # ********
Sleep Number Customer # ******

Dear **********************:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. ****************** position remains the same. We stand behind our training practices and the integrity of our Sales force. Mr. ********** the terms and conditions. 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. Mr. **** could have canceled the order before delivery to avoid keeping the base.

Executive Team Consultant
Customer response
04/17/2024
I am rejecting this response because:
It's worth noting your mention of reading, especially considering the apparent oversight in reading the complaint thoroughly. Once again, I want to emphasize that my concern revolves around the mattress, not an adjustable base. Given your role as a consultant on the executive team, I expected a thorough review before you responded.
Your response, which contains irrelevant information not related to this complaint, directly reflects the incompetence and habit of providing unrelated details that I've consistently encountered. As a member of the executive team, I encourage you to reflect on how this lack of accountibility could influence not just my customer service experience but also that of current and future customers. I've consistently received irrelevant information in response to my issue, showcasing disorganization and an inability to comprehend and respond appropriately to clear messages.
To reiterate, my focus is solely on addressing the mattress problem as it relates to returning it, and the failure to communicate terms and conditions effectively. While I take responsibility for reviewing the agreement, it's crucial to highlight that essential details, such as the amount, were missing. Additionally, if information was conveyed during my purchase, I trusted that your employees were truthful, but the current situation suggests otherwise, leading us to this point.
Again, to reiterate, it is clear that you're not taking this complaint seriously, as evidenced by the apparent lack of thorough reading of the complaint. If this level of incompetence exists within your executive team, one can only imagine the potential for similar issues among the rest of your employees. I firmly stand by my statement regarding predatory practices within your company and the lack of transparency with customers.
Business response
04/17/2024
April 17, 2024
Better Business Bureau of ********* & ************
RE: ******
Case # ********
Sleep Number Customer # ******

Dear **********************:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. *********** position remains the same and will not change. Mr. ***purchase was made on 2/18/2024, we didnt deliver until almost two weeks after that date. The customer had more than enough time to look over a contract he signed for a ******** purchase. It clearly states customers are responsible for return fees, its not written in small print. We will not be refunded the return fee, our position will remain the same and will not change on the matter.
Executive Team Consultant
Customer response
04/17/2024
I am rejecting this response because:
Dear Better Business Bureau,

It appears that Sleep Number is not inclined to further engage in efforts to rectify the situation, as evidenced by their latest response.
I want to express my sincere gratitude for providing a platform to voice my concerns regarding Sleep Number's unethical business practices. Your commitment to holding businesses accountable and promoting trust within the marketplace is commendable, and I believe my experience with Sleep Number serves as a prime example of why such accountability is crucial.
My interaction with Sleep Number has been marred by incompetence, lack of communication, and dishonesty towards customers. Despite my attempts to address these issues directly with Sleep Number, the lack of response and disregard for customer concerns have been disheartening.

I believe that Sleep Number's actions do not align with the values and mission of the Better Business Bureau. As an organization that aims to ****** trust and fairness in the marketplace, it is essential to reevaluate Sleep Number's rating to accurately reflect the experiences of customers who have ************* by their practices.
My hope in filing this complaint is not only to seek a fair resolution for my own situation but also to serve as a reference point for others who trust the Better Business Bureau to identify businesses that engage in deceptive and predatory behaviors. It is crucial for consumers to be aware of such practices and for organizations like yours to take a stand against them.

I would appreciate guidance on the next steps to fairly resolve this complaint. Your assistance in this matter is invaluable, and I look forward to your support in addressing Sleep Number's predatory practices.
Initial Complaint
04/05/2024
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.
On March 8th, 2024 I had an online chat with a Sleep Number representative. I asked if I purchased their pillow from ****** if I could still return it if there was an issue and they agreed that I could. Their return policy is within 100 days of purchase. The pillow hurt my neck so I called to get a return authorization. The manager said that I couldnt return it because that was their policy for those living outside of ******. I advised that I was told by an agent on their chat service before placing the order with them (in the same chat) that I could. They said sorry but that was their policy. Im asking for a refund but they have refused.
Business response
04/05/2024
April 5, 2024
Better Business Bureau of ********* & ************
RE: ****
RE: Case # ********
Dear Better Business Bureau:

Thank you for the opportunity to respond regarding the complaint of our customer, Mr. ******************** of our return or exchange policies, including but not limited to our In-Home Trial policy or our bedding collection Love it or Exchange it policy, apply to any products shipped to or used outside of the mainland *************, ****** or ******. Sleep Number will not authorize returns or exchanges for any products shipped to or used outside of the mainland *************, ****** or ****** at any time.

Best regards,
Executive Team Consultant
Customer response
04/05/2024
I am rejecting this response because:
Your agent told me before I purchased that I would be able to return the product from ******. Please review your chat log for March 8th for Order Receipt *********** under my email ************************ In the same chat they advised the return would be accepted is when I made payment.
If your agent tells me I can return it, I make the purchase and then your team refuses to honour what they've said then that is mislead and a fraudulent sales tactics.

Business response
04/08/2024
April 8, 2024
Better Business Bureau of ********* & ************
RE: ****
RE: Case # ********
Dear Better Business Bureau:

Thank you for the opportunity to respond regarding the complaint of our customer, Mr. ************ Position remains the same, none of our return or exchange policies, including but not limited to our In-Home Trial policy or our bedding collection Love it or Exchange it policy, apply to any products shipped to or used outside of the mainland *************, ****** or ******. Sleep Number will not authorize returns or exchanges for any products shipped to or used outside of the mainland *************, ******, or ****** at any time. We cant accept a return from ******.

Best regards,
Executive Team Consultant
Customer response
04/10/2024
I am rejecting this response because:

This was a sale made of fraudulent claims. I wish to escalate and request again my transcript from the chat with the representative who placed the order.
Initial Complaint
04/02/2024
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.
Our bed was sold to ** with the wrong parts and just found out. We asked sleep number to provide the correct part for our $9000 bed we bought and they refuse to and said we need to buy it ourselves. Agent (*****) was VERY RUDE and stated he was the highest person at the corporate level. Would not allow us to be transferred to anyone else for assistance. We would appreciate the item to be provided. We also had to purchase another piece so that our bed could be done what function able which cost us over $600 to date. Our contact information is:************************* ************* ******************
Business response
04/04/2024
April 4, 2024
Better Business Bureau of ********* & ************
RE: ****
RE: Case # ********
Dear Better Business Bureau:

Thank you for the opportunity to respond regarding the complaint of our customer, Mr. ************ **** spoke with a member of our Executive team, and we were able to come to a mutually satisfactory solution. We sincerely apologize for the customer experience.

Best regards,
Executive Team Consultant
Initial Complaint
04/02/2024
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.
MERCHANDISE PURCHASED WAS NOT WORKING FROM DAY ONE. WE HAD MULTIPLE PROBLEMS WITH THIS *** FROM NOT ADJUSTING, 8 INCH GAP BETWEEN THE LEFT SIDE AND RIGHT SIDE, THE ***** APPLICATION NEVER WORKED AND NONE OF THE MULTIPLE FEATURES THAT THE *** CLAIMED IT HAS NEVER WORKED. WE TRIED MULTIPLE TIMES CONTACTING THE COMPANY DIRECTLY WHERE THEY SENT TECHNICIANS OUT TO OUR HOUSE TO ONLY PUT A BANDAGE ON A SERIOUS PROBLEM. WE CONTINUED TO MAKE PAYMENTS ON THE *** WHERE WE WERE CONTRACTED AT 0 % FOR 60 MONTHS THEN THE NUMBERS CHANGED THE PAYMENT WAS 130 MTH THAT WENT TO 245. THEY TRIED TO TELL US THAT THEY WOULD GIVE US A STORE CREDIT FOR SHEETS THAT ALL THEY CAN DO. AT THIS TIME I WILL TAKE IT AS FAR AS I CAN GO AND WILL FILE A LAWSUIT FOR DAMAGES OF MONEY SPENT. THEY WERE TOLD THAT WE DID NOT WANT THE *** AND THEY CAN PICK IT UP. THEY NEVER RETURNED MY CALLS
Business response
04/04/2024
April 4, 2024
Better Business Bureau of ********* & ************
RE: ****
RE: Case # ********
Dear Better Business Bureau:

Thank you for the opportunity to respond regarding the complaint of our customer, Mr. *********** do not have a record of a Sale for Mr. **** at the address provided. We searched for the email address and phone number and could not find a record.
Best regards,
Executive Team Consultant
Initial Complaint
04/02/2024
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 bed for around $12000 with an upholstered headboard. I told the salesperson that I needed my old sleep number bed moved to another room to make room for the new bed. The reason for purchasing my new bed was due to the sudden passing of my 47 year old wife and I can not sleep in the old bed without her as it causes me terrible anxiety. The salesperson stated that moving my old bed would be no problem at all. My bed was scheduled to be delivered on Saturday march 23 between 1-5. On march 23 no one called me and no one showed up. No one could offer me an explanation until the following Tuesday. They rescheduled the bed to be delivered on Wednesday march 27. When the delivery guys showed up they refused to move the old bed with no explanation as to why. Therefore I refused the bed delivery because I had no place to put it. I called to cancel the order and they have since refused to give me a full refund regardless of the fact that I have zero possession of any part of the bed that I originally ordered. They refunded the bed but refuse to refund the headboard even tho it was not delivered. They have been extremely rude to me in the phone when I call customer service.
Business response
04/03/2024
April 3, 2024
Better Business Bureau of ********* & ************
RE: ****
RE: Case # ********
Dear Better Business Bureau:

Thank you for the opportunity to respond regarding the complaint of our customer, Mr. ******************* upholstered furniture is customer-made and is a final sale at the point of sale, per our terms and conditions.

Best regards,
Executive Team Consultant
Customer response
04/03/2024
I am rejecting this response because:
The delivery drivers refused to deliver the products because they would not move my old sleep number bed to the other room as instructed in their order. Because they would not move my old bed I had no where else to put the new bed. I am a handicapped man living by myself so I have no way to move the bed myself. Sleep number wants me to pay for a product that has not been delivered because the delivery drivers were too lazy to do what they were supposed to do. This is an unacceptable way to treat a customer.

Business response
04/04/2024
April 4, 2024
Better Business Bureau of ********* & ************
RE: ****
RE: Case # ********
Dear Better Business Bureau:

Thank you for the opportunity to respond regarding the complaint of our customer, Mr. ******************* positions remain the same, notes from the techs state that the customer Refused delivery, the customer wanted his personal furniture moved upstairs, I explained I could only move Sleep Number products then I offered to move the old Sleep Number bed and he said if I won't move the other furniture,he will not accept delivery. Stating that he waited a month and doesn't want the bed anymore. It is against our policy to move non-sleep number furniture,the customer stated to the techs that if we don't move his non-sleep number furniture,he won't allow us to move the old sleep-number bed or accept delivery. *** is still a final sale and is scheduled for delivery 04/09.

Best regards,
Executive Team Consultant
Customer response
04/04/2024
I am rejecting this response because:

I was never told the issue was moving the bed frame. I was only told they could not move the old bed. I would have gladly unhooked the headboard in 5 minutes. The drivers were incredibly rude and calls to customer service were met with the same very rude attitude. The sales manager at the store where I made the purchase agreed with me that this never should have happened and should have been communicated to me by the delivery people as well as the salesperson who told me moving the bed would be no problem. This whole thing has been handled very unprofessionally. Now they want to charge me $3200 for a headboard that they did not deliver. I dont not possess this headboard.
Business response
04/05/2024
April 5, 2024
Better Business Bureau of ********* & ************
RE: ****
RE: Case # ********
Dear Better Business Bureau:

Thank you for the opportunity to respond regarding the complaint of our customer, Mr. ********************* 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
Initial Complaint
04/02/2024
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 purchased a sleep number ILE for $2914.47 and received it on Tuesday 2/27/24 at 4pm. By Friday on one side of the bed we could no longer control the firmness. Oa the other side the mattress was completely deflated. We called in and one tech said we needed a new pump and ordered it, then transferred us to escalations. Escalations told us we needed new air ******** and wasnt sure why the tech ordered the new pump but scheduled us to have a tech to come out and install the ******** and the pump. 2 weeks later the tech on 3/11/24 at 11am the tech came to install the pump and ******** but recognized that they did not order the power cord for the pump and had to order it then scheduled them to come out and install. We immediately called customer care and asked for a new mattress because we didnt feel comfortable with paying $2914.47 for a defective mattress and for them to send use a new mattress instead of repairing a supposedly new mattress. They told use that they will come and pick up the mattress on Tuesday 3/26/24 at 4pm. After pickup I called in to let them know they the pickup was done and to find out when would I receive the money i paid and found out that they will be charging me $250.00 for the return. I asked to speak to escalation and was told that they will send it up the line to get the refund and would be contacted within 2 days. 4 days later we called in and was told they will try to reach out to the tech and have home call me back. I asked for his supervisor and his supervisor said theirs nothing they can do. Only $2665.47 was returned on 3/27/24 The account is under *********************** but the the credit card is under ***********************
Business response
04/04/2024
April 4, 2024
Better Business Bureau of ********* & ************
RE: ****
RE: Case # ********
Dear Better Business Bureau:

Thank you for the opportunity to respond regarding the complaint of our customer, Mr. ******************* 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
04/02/2024
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 bought a full split King ** Sleep Number 360 Smart Bed in August 2019, and the bed has been defective from start. I have had the entire mattress components all replaced at least once if not multiple times, and at accumulating cost to me. I have at least a 7-inch gap between the full split mattresses. The bed does not sleep well. There is a downward slope toward the gap. Sleeping on the bed is creating lower back issues for me. I have been the chiropractor every week for adjustments. I have had poor customer service experience. I have been told that the bed works for a number of other customers, and that my issues may be due to body composition and/or sleeping habits, which sure sounds like victim blaming. It's a horribly designed product. I regret buying the bed. I just paid another almost $500 for replacement parts, and the customer service manager ******** would not waive the $150 charge to have technician install. It seems the least Sleep Number could do is waive the technician fee at this point. I want to support a local company, but Sleep Number you need to make better products and better support your defective products.
Business response
04/10/2024
April 10, 2024
Better Business Bureau of ********* & ************
RE: Ms. ************ #********

Dear Better Business Bureau:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. ************** filing this complaint, a member of our **************** team has reached out by email to work on a resolution. We encourage Ms. **** to respond to the email.

Best regards,
**************
Executive Team Consultant

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