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2.1 278 Reviews

Sleep Number Complaints Summary

68 Resolved
197 Unresolved
Our verdict: When using services from Sleep Number with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Sleep Number reviews & complaints 278

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4:25 pm EST
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Sleep Number very high delivery & return charges

Select Comfort advertise that you can have the best night sleep when you find your select number. Select comfort charges $159 for delivery & setup. They offer a 30 night sleep trial and if you don't like the mattress you can send it back for a large fee of $199 I bought the mattress August 2010 after 30 days of sleeping on the mattress I called to return the mattress. Select comfort asked why I was returning there mattress so I told them that my wife & I kept rolling into the middle of the mattress. Select comfort told me they could send me at no cost an insert to place in the middle of the mattress. So we tried the insert, but didn't help and they gave me another 30 nights to test out the mattress. After the additional 30 nights I called and told them I wanted to return there mattress. Select comfort offered to reduce the price of the mattress, but I refused there offer and wanted to return it. They informed me that the return would cost me $199 if they sent someone over to pick it up. They told me they could send me 4 return labels at $29 each and I could ship the mattress back myself. I agreed to do it myself, they told me if I could put all of the parts in less then four boxes they would refund me $29 for each label not used. I stuffed all of the mattress in 3 boxes and return the 4th unused label. They refunded me all of my money minus the delivery fee of $159 & return fee of $89.97 save you money and hassles and buy a regular mattress and avoid paying $250 in fees for a crappy mattress.

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pobarjenkins
Minneapolis, US
Jan 04, 2011 4:30 pm EST
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This is a common practice among mattress sales. When you return a mattress, it can no longer be sold as new (nowadays, it can barely be sold at all due to the health risks of bed bugs and the like). They are still losing money even though they didn't refund your fees. They absorb enough of the loss themselves, and you should at least be responsible for what you paid just because you didn't like it.

Though I do agree the delivery fee was a little steep, you clearly knew about it beforehand. Did you offer to pick it up? And why should they refund the delivery when you return it? The men that do deliveries do not work for free.

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12:58 am EST
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Sleep Number - select comfort garbage

I bought this garbage. I'm extremely embarrassed to let anyone I know, what I bought. Worse yet what my wife thinks of me. All because I bought this SN bed crap. I have literally thrown $2000+ in the garbage. They will not take this crap back. They stole my hard earned money. I hate all of them, even the name select comfort sleep number bed. I truly hope...

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1:09 am EDT
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Sleep Number mold and back leg pain

I have had severe pain in my back and legs for some time. After paying so much for the set, I did not have the finance to purchase another. However, I had been having serious bouts with allergies. Found that this set has mold in it. I have STOPPED sleeping any more in this bed. WHAT CAN I DO TO FILE A COMPLAINT AGAINST THIS COMPANY? They have advertised this bed as the best, and my experience is that is NOT what they have claimed it to be..

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11:36 am EDT
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Sleep Number bad product

Puchased a bed and am trying to send it back after 10 days of sleeping on the bed. The company will not allow me to send the entire bed back but only the mattess and then only if it is perfect and if we pay a higher cost to ship than we paid to receive!

If you don't use their expensive shippers they won't give you a full refund!

Omaha sales people are only after the sale and don't want anything to do with you after the fact - - -

Waste of good money - - - don't purchase scam
Scam
Scam
Scam!

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1:35 pm EDT
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Sleep Number bed is bad and company won't take back

We purchased a sleep number bed and they told us we could use for 30 days and if we did not like it we could return the bed -

Well - you cannot return the bed only the mattress and then they hassle you. . . The bed does not sleep well and the customer service is terrible!

Very unsatisfied - go with a regular mattress!

Do not buy a sleep number bed it is a scam. . . . . . . . . Sales people in omaha only after the commissions!

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pobarjenkins
Minneapolis, US
Oct 07, 2010 10:38 pm EDT
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Of course sales people are after commission.

Anyways, I'm sorry you hate your bed, but my sister purchased a sleep number bed and absolutely adores it. It's not a cheap bed.

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3:24 pm EDT
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Sleep Number fabric of sheets

Sleep Number Beds:

I love my CA King bed but you should try to improve your sheets! I purchased 2 sets; the set I hate is the 310 thread count because they WRINKLE SO BADLY. Have you thought about partnering with a company like The Company Store to produce your sheets? They are in the business of selling a wonderful selection of high thread count sheets. I sure won't buy your 310 sheets again. Also, just because I needed CA King sheets doesn't mean I have King pillows. I gave the pillow cases away. Please be more flexible.

M. Brennan

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10:33 pm EDT
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Sleep Number cheaply made — horrible treatment by select comfort

I bought a king-sized "Sleep Number" bed in 2006 on QVC. This bed is sold in malls all over the U.S. as "Select Comfort." QVC gets them in mass at a discounted price and then can pass the discount on to the public. I do not hold QVC guilty for the way I, and apparently hundreds, or thousands of others have been treated by Select Comfort. However, as a long-time, regular customer of QVC, I would ask that their buyers go on the internet and read all the complaints against Select Comfort and the horrific treatment by Select Comfort of the people who had spent a great deal of money on these cheaply made beds. In my case, it began as a simple failure of the LCD display on the wired remote. It quit working, so I couldn't tell what number it was on. I called Select Comfort to ask about getting a new remote. They told me I would have to buy a new pump, as the old wired LCD (only 4 years old) was discontinued and that I would have to purchase a new pump and WIRELESS remote. I thought this was all covered in the warranty. The warranty is essentially WORTHLESS! I ended up paying $150 for a new pump and wireless remote control. The pump was identical to the one I have that was still working; however, Select Comfort told me I had to buy this new pump. When I unzipped the cover on the bed in order to remove the tubing from the old pump and put in the tubes for the new pump, the cheap, plastic zipper that closes the cover around the bed broke! (It's happened to a lot of people ... I checked on the internet.) When I called to tell them about THIS problem, they THEN wanted $249 for "my" 36% of the cover, and they would cover it at 64%. If you do the math, that means that cheap cover with a plastic zipper cost nearly $1, 000! I am not much of a seamstress, but I think I could probably MAKE a better one for under $25.00! And I certainly would not put a cheap, small plastic zipper on a nearly $2, 000 bed! Just wanted to warn anybody who might be considering buying this expensive piece of junk! I live in DREAD of the NEXT problem I will have with this bed. At some point you have spent enough money to buy a Mercedes Benz! I will just quit and buy a well-made conventional mattress. But I sure hope I have enlightened some people NOT to enrich Select Comfort anymore by buying their horrible beds!

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11:24 am EDT
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Sleep Number poor customer service

Non-existant customer care. Sales people mis-represent conditions and factory takes no remedial action. Response is "you should read the contract before signing". Bought a bed in Utah while traveling. Sales person stated sale was about to end. Informed him we wouldn't be returning to our Florida home for 2 months. He said 30 day trial would begin when we arrived home. Everything was returnable during the trial period. Called today to inform Select Comfort of the beginning of my trial period since I would be back home in 5 days. I was told my trial period was over and even if it wasn't, the base was not returnable since it was "a factory close out". I threatened to return the unopened boxes and told it would not be accepted. Told them of salesperson's representations to which they responded "I must have misunderstood him". My wife and I had salesman repeat his statements before signing. It appears that the sales staff is permitted to say whatever it takes to close the deal without fear of management oversight.
Here I am as a new customer who has yet to sleep on their bed and I am totally turned off. This is NOT A CUSTOMER ORIENTED COMPANY. If you value service, shop elsewhere.

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Eugene Kaptur
, US
Jan 13, 2016 3:06 pm EST

As a Sleep Number customer for over 12 years I can say that from a Customer Oriented company Sleep Number has DROPPED to a company only interested in SALES, NOT SERVICE! Still waiting after more than two weeks for the MISSING PARTS due to them using THREE small pieces of Scotch TAPE to seal a base box weighing more than 50 pounds! Complete cretins employed by this company! Waited 1 hr and 45 minutes to talk to a person, counting down from customer #26, when I reached #1, the phone answered and then CUT ME OFF! Went online for a CHAT, waited 1 hr and 15 minutes, at last chat started, told the person my problem...he said "What do YOU expect me to do about it, you have to CALL Customer Service!" Yes, a completely useless company when it comes to Customer Service! Still doing without my bed awaiting the parts LOST when the box wasn't sealed properly...YES they process your CHECK FAST, but that's when the Customer Service ENDS!

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jmjldy
26512 Tampico, US
Jun 03, 2011 6:26 pm EDT

Now you havent' tried the product (which we love), I agree with you on the customer service issue. Sleep Number has to come down from the clouds and realize that customer service is number one in sales and retaining customers. The product can be ok but if you have excellent customer service people will keep coming back. As I mentioned in my post my husband and I will not use them again. Sorry about your troubles with them, I wish you the best.

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5:22 am EDT
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Sleep Number lousy sleep, does not do what it says

All of these mattress should be recalled. They are terrible. They don't do what they advertise. It definately is false advertising, Ours is 6 years old and when we started having trouble with the pump and losing air we called and they gave us a list of stuff to do to check it. My husband is 73 and I am 72 we can't be moving a king size bed like it weighs 30 lbs. Needless to say it still is the way it was when we called 6 months ago. Every morning we wake up with a back ache because the bed loses air during the night and it starts out at 50 and is 25 in the morning. You wake up sleeping in a hole which is hard to get out of. Bad, really bad. We were at the mall yesterday where we bought it and there were people in the store looking at them. Any time we see customers in there store we go in and complain to make sure they hear our complaints so hopefully they won't be taken in like we were. I wish some one would start a class action lawsuit because this is what it needs to stop them. If I had the funds or knowledge to do so I would.

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2:13 pm EDT
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Sleep Number rotten product

After a few months of complaining to one another "we seem to be sliding toward the center of the bed", we pulled the top cover today to find what appears to be water stains around the perimeter and large wet spots on the air bladders. When looking at the lateral supports, it's clear they are bending at the center which appears to be the cause of "sliding". I'm calling Select Comfort's customer service line tomorrow to hear what they have to say. My opinion is warranty has nothing to do with defective products, which these issues fall under. I'll post the results later in the week.

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sleepnumberjim
Columbia Heights, US
Jun 28, 2010 4:03 pm EDT

Hi, I work for Select Comfort in customer service. I’m sorry to hear about the issues you’re experiencing and we’ll be glad to assist you with your bed. Rolling to the middle can be the result of differences in height, weight and preferred firmness settings. We have solutions for this. Your bed has a twenty-year limited warranty which protects you against any failure of material or manufacturing. I’m not sure what you mean by “lateral parts, ” but please give us a call so we can discuss the names of the various components and ensure we’re “speaking the same language.” Customer Service can be reached at [protected].

Best regards,

Jim Freund

Select Comfort Customer Service

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6:59 pm EDT
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Sleep Number defective product

5085.00 sleep Number cal king matress, going flat, getting no help from select comfort warenty dept, getting ready for lawsuit time, after a major back sugrey i purchased this matress for the above amount, thought i got the best, i am in full time pain now do to the failing product, not like you can just run out & buy another for 5grand, how do you fix it, the manufacturer says 150.00 to replace the pump, BS, where is the service dept, must be the maytag man, not doing anything either,

fk sleep number, see ya in court, any one want to join me. [protected]@yahoo.com

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6:03 am EDT
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Sleep Number - back pain

My wife is a blogger and she entered a blog contest for a free P2 Queen sized sleep number bed. She won the contest and a few months later, our Sleep Number bed coupon arrived. We drove an hour to take it to the store to redeem the coupon. Man were we excited. I have had back pain for a while now and we thought that it would help it tremendously. Upon...

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8:09 pm EST
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Sleep Number hidden email address of ceo

Just a little bit of help for those of you with a problem with a new SC bed. I ordered it, I hated it and was stuck for 30 days. I tried to get the email address of the CEO, Mr. William McLaughlin, but it was cleverly hidden in the corporate website never to be unearthed. But thanks to a creative mind, I found his email address and got rid of the piece of crap earlier than they were insisting I would have to keep it for. They didn't budge on the shipping and they have you because any other method, short of driving it to MN. (by the way not where it came to me from) was better than double the cost of their RMA number.
But I have a new bed and I am sleeping like a baby.

I had tried the old corporate trick of first name followed by a period and the last name and that didn't work. I got to thinking about corporate charity donations and hit paydirt.

Mr. William McLaughlin CEO email address is frank.[protected]@select comfort.com. Hard to believe the deceit here but I got a phone call response within one day of sending the email and the money was refunded within 2 days of receipt of the bed in MN.
I remain wild about that experience and will be glad if this email broadcast generates tons of ticked off people to email him. SC deserves all the nasty letters they get for their unscrupulous tactics.

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amcmer
, US
Dec 14, 2015 2:37 pm EST

Thank you for your info concerning the ceo. I have been fighting with sleep number for about a year and a half now. I now have mold on the foam covering the air chambers. Will this nightmare ever end?

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7:05 pm EST
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Sleep Number bed bugs came with the bed

March 3, 2010 we had the bed delivered to our newly remodled beautiful home. We had company here and they saw them carry the sleep number bed inside and set it up on the spotless new white carpet.

They left more than the bed. While laying on the bed after they left a bedbug crawled towards me. My company saw them on the floor where the men had the boxes and had been standing. They killed more than 5 bed bugs then i got everyone out of there to call the pest control company.

I called the driver immediately and warned him so he wouldn't take any bugs into his house around his children since we were the last delivery of the day.

The driver thanked me and said it has happened before while delivering other sleep number beds. (They haul away dirty old mattresses and they are inside with the new beds)

We paid $200. 00 for exterminators to kill the bedbugs with their treatments within the first 2 hours.

The sleepnumber company has not helped us with this problem at all. They haven't even apologized.

I am still tooooooooooooo angry to write anymore except to say you'll see me carring a sign at the store on sunday in protest of sleep number bed's business ethics.

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Update by Pleasemaranatha
Mar 18, 2010 6:03 pm EDT

Yes, you can help. We are still waiting for the $200.00 check from your compsany.

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Victoria Bye
, US
Apr 22, 2017 4:35 pm EDT
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I bought my bed in Dec 2017 and almost immediately began to be bit, on average about twice a week.
I was more concerned about how uncomfortable the mattress was, as I had an old back injury I was searching for relief from and spent some months initially complaining about the cost vs. benefits of an air mattress with a foam topper improving my restless sleep.
Once the company provided a new gel topper, the bug situation became the prominent issue.
I noticed two new bites, usually on my legs or inside my pajama waistband about twice a week. We have mosquitoes during the wet months and so attributed the bites to that, but there was this nagging intuition that the bites began with the new bed.
Months later, the frequency and amount of bites have increased incrementally and always in the same area.
We've torn the bed apart, vacuumed, washed bedding, bought new mattress cover, moved the mattress to look for eggs, etc. but can't find the source.
Now we need to bomb for bugs, and god, wadda hassle it's become!
I just want to get rid of the nasty thing. Customer service denies they send out buggy beds, yet old mattresses are on the truck with new, and our delivery was the last one of the day. They will Sell me a new bed, but won't accommodate me for the bugs they brought into my bedroom.
I'm so over this bed, and we will be paying it off for months! I just want it out of my house.

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Victoria Bye
, US
Apr 22, 2017 7:16 pm EDT
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Correction:bed was purchased Dec 2016

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wixnstix
Leesburg, US
Aug 30, 2012 3:50 am EDT
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We returned our bed and received a refund 85 days after we bought it... we are still dealing with the VA department of health who are looking into the issue. do you live in VA as well? Would love to talk more with you about this... I think there should be a class action lawsuit against them. I spent $2625 getting my house treated fir the bugs... I am still waiting for them to pay for that... my email is wix_n_stix (at) Yahoo (dot) com lets talk more. Jen

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tracertimestar
L.A., US
Aug 29, 2012 9:05 pm EDT
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OMG! I only wish I had seen all this before we purchased our Sleep number bed. We have just discovered our infestation a mere 9 days after the extra foam and "cooling mattress topper" were delivered to our door to prevent us from triggering the 30 day return policy! We feel lucky that we are able to return the mattress. We were told by Sleep Number Co that it was IMPOSSIBLE and they could not accept return if we had BB. My brilliant Husband told them that if they said there were no BB then we said there were no BB and we wanted to trigger the return. What can we do! IF we pursue the BB issue they will NOT accept return of bed! I have lived here over 25 years and NEVER EVER had this issue! Consumer Beware!

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wixnstix
Leesburg, US
Aug 18, 2012 10:17 am EDT
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Here is an email that I sent to Sleep Number this morning- they told me to email customer service...

We purchased our sleep number in April, and my bed was delivered on May 24th, 2012 We had great service with the initial purchase at the sleep number store in the Dulles Town Center in Sterling, VA. About 3 weeks after the delivery of our bed, we started noticing marks under our pillows. We didn't know what the marks were from. A few weeks later we were headed to bed and I saw a bug in my bed, I killed it and noticed that there were more marks then there had previously been. We thought that this bug was a tick, because we live in an area where there is a large population of deer ticks... Again, this was no big deal because I killed it and flushed it away...

Then about 2 weeks ago, my husband went to the doctor for a sinus infection and asked him about marks that were on his body, he thought is was a rash, the doctor said it was bug bites, but couldn't tell what kind of bug had done it. On Tuesday night (August 14th) I went to bed, and when my husband came upstairs he mentioned about me having bites on my arms... he then decided to tear my bed apart because he had finally put all the pieces together from the other issues that we were having.

I talked to Kimberly from the Dulles Town Center Store on August 15th, and she told me to call the corporate headquarters because she was not sure what to do at store level, but that corporate would definitely be able to rectify the situation. I then called on the 16th of August and talked to a gentleman (I didn't get his name) but he told me that he talked to a supervisor and that they were not giving him the answers that he needed, so he was going to have a woman call me back (Her last name was Hainus, I cannot remember her first name - but I do have it written down on my desk at work where I made my calls from)

I waited 24 hours and when Ms. Hainus didn't return my call, I called back and talked to another woman (who then after not helping me as I had asked, and after repeatedly asking for a supervisor - I handed the phone to my husband who was able to get her to transfer him to a supervisor, and he talked to them) - If you need his name as well I can get that for you, as it is at my desk at work (Your hours do not allow me to get ahold of anyone during the day once I am home)

The supervisor that my husband talked to said that there was NO WAY that the bed bugs could have been delivered into my house because they train their employees to LOOK for these bugs when they are removing and replacing mattresses... we did not have a bed removed, in fact we took our old bed and put it in our sons room, and there are NO BUGS THERE, so they WERE NOT in my home BEFORE the bed was delivered... They came AFTER the bed was delivered.

My husband asked this supervisor about what all the training entails, he asked the following questions in which he could get NO SOLID ANSWERS...

1. How large is a bed bug egg, and can it be seen by your employees? - His response - "I don't Know how big they are"
I can tell you a bed bug egg is small enough that you have to be really looking to see them. I have done PLENTY of research on the internet on how to get rid of them... Which I should have NEVER had to have done if proper handling had been taken when delivering my bed.

2. Do you put the old mattresses on the same truck as the ones being delivered? His response "yes"

3. Are they separated from each other? his response - "I believe there is a partition between them" There was no partition as I was out at the truck when the mattress was delivered.

4. How can you be sure that no bed bugs transferred from one mattress to another? His response "Our employees are trained and I can 100% guarantee you that that did not happen"

5. Then my husband as him HOW he cold guarantee that... his response "I can just guarantee that"

We purchased this bed under the assumption that this would IMPROVE our sleep in bed - This is clearly not happening, since we are getting bit at night and are moving in bed because of the bugs. The interesting thing about bed bugs is that they hate light, and they hide until they smell you in your bed, then they come out to feast on you at night... You only see them in your bed if you are in your bed already and they have started to come out, therefor making it very hard to discover that you have the problem... Thus the fact that it has taken us from May 24th until now to see that this was what our issue was.

All I have asked is that our room is treated for these bugs, since it is only an issue in our bedroom and nowhere else in my home. We have four other bed in our home and NONE of them have bugs - that was the first thing we checked when we had the issues... We have had to sleep elsewhere in our home Since August 15th when we discovered what the actual problem was... I have set off bed bug bombs in my bedroom and when returning to my room, there were still bugs living there (which I have swept up and then discarded the vacuum contents and cleaned the hoses as recommended online for removal)

So now our question is... What are you going to do about it? I have already talked to many people who have wanted to purchase a bed, and who live in my local area. They are now concerned that they will have the same issue and they will most likely purchase a different company's bed. They do not want to have the same headache that I am dealing with. I am prepared to take this to whatever level I need to to get the problem fixed to my satisfaction. I will look forward to hearing from you.

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JB Flynn
Houston, US
Oct 12, 2010 11:12 am EDT

I have a little story for you today. After reading numerous complaints about bed bugs arriving with Select Comforts Sleep Number Beds, I decided to give Select Comfort a call regard the ordeal I am going through right now. Once upon a time, a simple consumer decided that after sleeping for 30 years on a waterbed the time had come to do something new. Therefore, this consumer did all the research and settled on a bed that was not a waterbed as such but had the same principle of comfort. The new bed finally arrived two weeks after the purchase. In anticipation for this great moment, the wife and I decided to renovate the entire master bedroom, toss out the old pillows and go with the latest style in body pillow comfort. New tile floors, new paint job and changing of the old furniture seemed in order too. We decided that this would be a good time to have an exterminator come early from his quarterly visits (In Houston it is very important to have) since the master bedroom was being completely redone anyway. After all the preparation, we assemble the famous bed for which my wife and I had read so much about. After a couple of weeks of fantastic sleep my wife started being bitten by something, what could it be? We immediately thought bed bugs because we had heard about them on so many news stories. We had the exterminators come out for a second visit but no indication on bed bugs where apparent, but they used a special fogger this time anyway. A few day reprieve this gave us but the bits began again. This was completely unacceptable and at this point, we took the matter into our own hands. We took all our bedding, all our clothes, and pillows to the local laundry mat for a complete cleaning. We also decided at this point, because the Sleep Number Bed was easily taken apart that we would take each component to the laundry mat as well. What big surprise we got there. Attached is one example of the pictures taken. The bed frame box cover was completely infested with all stages of bed bugs. We keep a very clean house and the only way this infestation could have occurred was a hitchhiker on a brand new bed. As I write the exterminator is here again, but this time, the bugs should already be gone because we took the Sleep Number components to be cleaned. Although there was shrinkage on all the components, they seemed to fit together. Except for the bed frame box cover which now gives a 1.5 inch view of the black plastic box, a constant reminder of our ugly encounter with Select Comforts hitchhikers…Oh and the rest of the story regarding my 15 minute encounter with customer service Mark hung up on me. I guess the truth hurts even when your employer is to blame.

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Aphton@SelectComfort
Plymouth, US
Mar 18, 2010 8:36 am EDT

George and Joyce Stevens,

My name is Aphton and I work for Select Comfort in the Customer Service dept. and I want to start by offering our deepest condolences for your beginning experience with your new Sleep Number bed.
I have spoken with Tom A. who has advised me that he's in communication with you to help offer relief of the un-invited bed-bugs. Although I'm sure it has been explain that this situation is VERY rare and our technicians are trained to look for bed-bugs situations, I feel terrible that it has happened to you. I truly appreciate you working with us to get this situation under control.

It is our goal at Select Comfort that every customer receive world-class customer service. While it is clear we fell short of that goal, your comments will give us the opportunity to focus on areas we need to improve. We value feedback from our customers and appreciate you taking the time to contact us. If you ever have any questions or concerns we can be contacted in several ways. Sleep Number assistance can be found on Twitter @SleepNumberHelp as well as on Facebook.com/SleepNumber. Please reach out to us in Customer Service if there is anything we can further assist you with.

Congratulations on your purchase we do greatly value you as an owner of a Sleep Number bed.

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Sleep Number sunken in center

Bought Select Comfort Sleep Number bed. Have had only a few years and mattress is badly sunken in center. Really disappointed. I'm a senior with bad back and this has only made condition worse. Stay away from this product.

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T Cummings
Navarre, US
Jan 21, 2015 1:05 pm EST
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I have had the same issue. Sunken in the middle. Called them regarding the warranty. They pro-rated the warranty and we paid the $400+ to get the foam rails and divider replaced (via said prorated warranty). We did this first after talking to the customer service folks and heeding their recommendation to do so, thinking this would solve the issue. It didn't.

Called customer service again, and again they pro-rated the warranty and said it would cost me almost $600 to get a replacement zipper enclosure for the air chambers. (Expanded Queen, model 7000, purchased for $3200+ in 2006) No other options provided.

Customer service also said "I see you used your warranty to get the replacement foam rails/divider. So you should be familiar with how we pro-rate the cost..." So they can see your account when you call in. BEWARE!

So, that would come to around $1, 000 FOR WARRANTY WORK! I could buy a higher end box and mattress set and have money left over for that amount for WARRANTY work!

I haven't had a good night's sleep in over a year... 20 Year Warranty, my eye... what a racket! If I knew back in 2006 what I know now about this company, I wouldn't have purchased this bed! I hope, at least, that the saleslady got a good commission!

BE AWARE!

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steph@sc
Plymouth, US
Mar 09, 2010 2:10 pm EST

Hello there. I’m Stephanie and I work for a member of Select Comfort’s online customer service team. I wanted to apologize for the issue you are experiencing. While this issue is considered normal wear and tear and is not covered under warranty, Select Comfort does offer a foam enhancement that would resolve this issue for a small cost. To receive more information, please call customer service at [protected].

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Sleep Number scam

I am not one to complain but found that I am in a situation where in my opinion there are unfair business practices, lack of customer service and false advertising in place with Select Comfort. My wife and I decided to purchase a sleep number bed as we were told by many people they were the best! We found out we were pregnant and the sleep number bed would may help her sleep better during her pregnancy.

We purchased a bed in Paradise Valley Mall (Arizona)and all seemed well. We ordered, we were told that if we did not like the bed no problem! We had 30 days to exchange or return and we thought that was great! What we did not realize is that we may have initialled some fine print that stated "limited edition and specialty beds are exchange only and you only get a one time exchange in addition to a $200 charge to exchange". We were pretty confused as when we were initialing our paperwork, the sales person was speaking to us and almost seemed as if to divert our attention away from that clause and never explained that to us. Just that that we could exchange or return as advertised. We ordered a limited edition bed but unlike the other regular models, this was not in the showroom to test out. We were sold on the fact it was better then one model and just a bit less then another and if a mattress pad was added (for $300), it equaled the next model up. We slept on the bed for two weeks, spent nearly $2000 between the bed and accessories and was told after going back into the store for exchange "just callcustomer service and I am sure they will help". Well, after getting extremely frustrated with the lack of customer service and inflexibility, I asked for the CEO's e-mail and sent an e-mail to Mr. Bill McLaughlin, President and CEO of Select Comfort. What upsets me the most, is the they say you can not return a bed that is not readily available in theshowroom and there is a one time exchange with a both a $159 home delivery charge and a $199 exchange charge (total $358). After not hearing back from his office, I called and had to leave a message for one of his "CEO Assistants". After playing phone tag with two of them, one of his assistants named John and I connected. We spoke and he said he would look into thecustomer service issue but he could not do a thing for me aside from waive the $159 charge which leaves me paying $199 for any exchange. Basically, I received the same stonewall I received in customer service where he was inflexible and uncaring attitude really upset me. After asking to speak to Mr. McLaughlin, he informed me that Mr. McLaughlin does not take phone calls. In my opinion, something is wrong when a CEO of any company will not speak to a customer. He stated that maybe we should exchange for a bed that is in theshowroom . The issue I have is that the other beds are more then double the price of the bed we were sold. My opinion is that this is their version of a classic bait and switch. They bait you into buying this limited edition bed, do not allow the return like the beds in theshowroom and force the customer into purchasing a more expensive bed later on. Although this does not meet the classic definition of bait and switch as it does not happen at time of purchase, the end result seems the same to me. After researching online, there seems to be hundreds of posts on a multitude of different websites regarding their policies and procedures and it seems we are not the only ones that were misled or upset with Select Comfort business practices.

Update: I did speak to a Howard from the CEO's office today as I finished writing this review and have the same story. Lack of empathy and inflexibility. He defended their position on this matter tooth and nail without taking any of my comments into consideration. We are now stuck with a bed that is not comfortable and we do not want to put any more money in SC's pockets.

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JArizona
Phoenix, US
Jan 27, 2010 2:24 pm EST

I am not one to complain but found that I am in a situation where in my opinion, unfair business practices, lack of customer service and false advertising are in place with Select Comfort. My wife and I decided to purchase a sleep number bed as we were told by many people they were the best! We found out we were pregnant and the sleep number bed would may help her sleep better during her pregnancy. We purchased a bed in Paradise Valley Mall (Arizona)and all seemed well. We ordered, we were told that if we did not like the bed no problem! We had 30 days to exchange or return and we thought that was great! What we did not realize is that we initialled some fine print that stated "limited edition and specialty beds are exchange only and you only get a one time exchange in addition to a $200 charge to exchange". We were surprised as when we were initialing our paperwork, the sales person was speaking to us and almost diverting our attention away from that clause and never explained that to us, just that we could exchange or return as advertised. We ordered a limited edition bed but unlike the other regular models, this was not in the showroom to test out but were sold on the fact it was better then one model and just a bit less then another and if a mattress pad was added, it equaled the superior model. We slept on the bed for two weeks, spent nearly $2000 between the bed and accessories and was told after going back into the store "just call customer service and I am sure they will help". Well, after getting extremely frustrated with the lack of customer service and inflexibility, I asked for the CEO's e-mail and sent an e-mail to Mr. Bill McLaughlin, President and CEO of Select Comfort. What upsets me the most, is the they say you can not return a bed that is not even readily available in the showroom and there is a one time exchange with a $159 home delivery charge and a $199 exchange charge for a toal of $358.00.

After not hearing back from his office, I called and had left a message for one of his "CEO Assistants". After playing phone tage with two of them, one of his assistants named John and I connected. We spoke and he said he would look into the customer service issue but he coul dnot do a thing for me. Basically, I received the same stonewall I received in customer service where he was inflexible and uncaring attitude really upset me. after asking to speak to Mr. McLaughlin, he informed me that Mr. McLaughlin does not take phone calls. In my opinion, something is wrong when a CEO of any company will not speak to a customer. He stated that maybe we should exchange for a bed that is in the showroom. The issue I have is that is the other beds are double the price of the bed we were sold. I feel as if this is their way a classic bait and switch. They bait you into buying this limited edition bed, do not allow the return like the bed in the showroom and force the customer into purchasing a more expensive bed. After looking online, there seems to be hundreds of posts on a multitude of different websites regarding their policies and procedures and it seems we are not the only ones that were and continue to be misled my Select Comfort.

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Sleep Number loosing air

I also bought a sleep number bed. I have a queen with dual chambers. My side seems to do okay but my husband has landed in a hole and cannot get out. First time I called I was asked to keep a journal of the settings I set the bed to and then what it changed to in the morning. Next time I called I was asked to cap off the chambers and see if the bed still leaked. It did. I had to wait two weeks for them to mail me the caps. Now I call and I have to replace the chamber. I thought when I paid all this money for the bed that I would at least get someone to fix it for me. No I keep having to fix it myself. Don't waste your money. Buy the springs...Either way you have to replace them in a few years.

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sleepnumberjim
Columbia Heights, US
Feb 19, 2010 1:27 pm EST

Hi, I work for Select Comfort in customer service and wanted to apologize for your recent experience. Air loss on our beds is an extremely rare occurrence, the vast majority of our customers never have to replace a chamber as you did. Our warranty provides for the replacement of parts, but service calls are not included. Over the years we’ve streamlined our troubleshooting to make it as simple as possible, and since no tools or special skills are required, most of our bed owners are easily able to perform any necessary troubleshooting themselves, with the help of our expert customer service representatives, either over the phone or via email.

We include a pair of the caps you requested with every bed we ship, and the instructions recommend that they be placed inside your mattress cover so they’re handy if you should ever need them. We are very sorry if the caps were not included with your original shipment.

We thank you for the opportunity to help you improve your sleep, and hope you won’t hesitate to contact us with any further questions or concerns at [protected].

Best regards,

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Pinski10
Murfreesboro, US
Feb 07, 2010 8:17 am EST

Give me a break, changing the air chamber takes 5 minutes! You really are that mad that they won't send someone out to fix this? No matter what you buy or how much you pay for it, something can always break. I have had on eof these beds for 10 years had to fix it once or twice but they were good about getting the parts out. Try getting warranty repair on a spring matress, i was told they might get to me in 4 weeks!

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Sleep Number poor quality

Cheap piece of crap for $2, 750 and they will not discuss a return. They immediately offered a piece of foam to fix one complaint so obviously this is an ongoing problem for them. Wrote letters to the CEO and he did not respond.

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sleepnumberjim
Columbia Heights, US
Feb 19, 2010 1:24 pm EST

Hi, I work for Select Comfort in customer service. We’re very sorry to hear that you’re unhappy with your bed. Not knowing which model you own, or how long you’ve had it, I can’t speak specifically to the return policy as some of our beds have a 30 night in-home trial and some beds such as our closeout models, are exchange-only. Because our beds allow two people to set the firmness to their own preference, if one likes it very soft and the other likes it very firm, this can understandably create a “high” and “low” side. To correct this we have foam inserts that will level out the two sides. We don’t send these out with every bed because most couples don’t need them, but if someone calls us and informs us of a high side/low side situation, it’s the first thing we recommend.

We do take the feedback of our customers very seriously at Select Comfort, and will do all we can to resolve your issues and get you sleeping better. Please give us a call at [protected] so we can help.

Jim Freund

Select Comfort Customer Service

I’m a 40!

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This review was chosen algorithmically as the most valued customer feedback.

Sleep Number - black mold

Thanks to SEVERAL other reviews on the Select Comfort Sleep Number beds that indicated the BLACK MOLD problem. After 13 months of terrible hives (and taking lots of medication) we discovered just this morning...BLACK MOLD everywhere on our sleep number bed. My hives only occurred at night...so now we know the cause. What a terrible waste of money! I'm very...

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Sleep Number defective product

I bought my bed from a mattress firm. They told me that the bed was exactly the same as the sleep number but it is not. The bed had torn in three spots after 5 months of owning it

At first, the bed just wasn't comfortable and we can't figure out why.. we went to the sleep number store, got our numbers (which were wrong from mattress firm) and we were sleeping better but the bed wasn't quite right..

Bed started deflating every night - 2 years into it (of course when the warranty was pro-rated) I am not giving them any more money.. so now.. we are stuck with a broken pump - plastic rotted and tubes finally fell out, two air chambers that don't hold air.. one has a hole (which we didn't put in it).. (have a pillow top impossible to penetrate), box spring is broken, the wood has cracked and it slopes inward, the stiching has wripped out of the bed and the bottom of the box spring.. it is such a mess that we don't sleep on the bed anymore, 4, 250 down the drain.

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Sleep Number Customer Reviews Overview

Sleep Number specializes in providing personalized sleep solutions. Their product line includes adjustable, smart beds known for their Sleep Number setting, which allows individuals to customize the firmness of their mattress. Additionally, they offer bedding accessories such as pillows, sheets, and mattress pads. Sleep Number's services include in-store and online shopping, with sleep professionals available to assist customers in selecting the right products for their sleep preferences. The company also provides a sleep tracking app to help users monitor and improve their sleep quality.

Sleep Number In-depth Review

Product Range and Quality:

Sleep Number offers a wide variety of beds and accessories, catering to different sleep preferences and needs. The products are known for their high quality materials, ensuring durability and longevity of the beds.

Customer Service:

The customer support team at Sleep Number is highly responsive and helpful. Contacting customer service is easy, and they provide excellent assistance with product selection and customization.

Ordering Process:

The website is user-friendly, making the ordering process a breeze. Product descriptions and specifications are clear, and customization options are readily available. Pricing and additional costs are transparent, ensuring no surprises at checkout.

Delivery and Shipping:

Sleep Number ensures timely delivery of their products. The items arrive in excellent condition, thanks to their careful packaging and handling. Customers are kept informed with tracking and communication throughout the shipping process.

Installation and Setup:

Professional installation services are available for those who prefer assistance. However, setting up the Sleep Number bed is easy and straightforward, thanks to clear instructions and guidance provided.

Comfort and Performance:

The Sleep Number bed offers exceptional comfort and adjustability. It effectively relieves pressure points, promoting better sleep. The bed also features noise and motion isolation, ensuring minimal disturbance. Additionally, it has temperature regulation capabilities for a comfortable sleep environment.

Warranty and Returns:

Sleep Number provides a comprehensive warranty with a generous coverage and duration. Initiating returns or exchanges is easy, and the refund process is timely. Customers are generally satisfied with the warranty claims process.

Value for Money:

Sleep Number beds are priced competitively, offering affordability within their price range. When compared to competitors, Sleep Number stands out in terms of features and pricing. Investing in a Sleep Number bed is a cost-effective choice for long-term sleep quality.

Customer Reviews and Ratings:

Customer feedback and ratings on various platforms indicate high satisfaction levels with Sleep Number. Common positive aspects highlighted by customers include comfort, adjustability, and customer service. Negative aspects are minimal and vary among individual experiences.

Innovation and Technology:

Sleep Number continuously introduces new features and technologies in their products. They integrate well with smart home systems and are compatible with other devices. The company also invests in ongoing research and development efforts to enhance sleep technology.

Social Responsibility:

Sleep Number demonstrates a commitment to environmental sustainability through their practices. They ethically source materials and have corporate social responsibility initiatives in place, contributing to a positive impact on society.

Overall Recommendation:

Sleep Number excels in providing a wide range of high-quality beds and accessories. Their customer service is top-notch, and the ordering process is seamless. The comfort and performance of Sleep Number beds are exceptional, and the warranty and returns process is customer-friendly. With their commitment to innovation, technology, and social responsibility, Sleep Number is highly recommended for customers seeking a personalized and comfortable sleep experience.

How to file a complaint about Sleep Number?

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- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. It is positioned at the top right corner of the website.

3. Writing the Title:
- Summarize the main issue with Sleep Number in the 'Complaint Title' section.

4. Detailing the Experience:
- Provide detailed information about your experience with Sleep Number. Include key areas, transactions, steps taken to resolve the issue, personal impact, and the company's response.

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- Attach any relevant supporting documents, but avoid including sensitive personal data.

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- Use the 'Claimed Loss' field to state any financial losses and the 'Desired Outcome' field to specify the resolution you are seeking.

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Website

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