Sleep Number review: Misleading warranty and customer service.

Attention Sleep Number buyers! The 15 year “limited Warranty” comes with a very steep 1 year “cliff.”

In May of 2024 my wife and I purchased a premium Sleep Number bed after researching the product for some time. The saleswoman (no longer with the company) extolled both the product itself and the comprehensive 15-year Warranty. Eight months ago, my wife noticed that the mattress cover on her side of the bed was beginning to sag off the mattress itself in the center. Over the next six months, the sag became so severe that the sheets would no longer grip the mattress properly and began to slide off. When I called the company support line and explained the problem, they asked us if we could go under the bed to check some fittings and lift the king size mattress off the bed to disconnect some of the hoses that were attached. We are both 80 years of age and were not able to comply with their troubleshooting instructions. We were then told that because our mattress was now out of the 1-year full warranty window, we would have to pay a charge of $190 for a representative to come out to diagnose the problem and then pay an ADDITIONAL $190 for each time the representative had to return with parts to attempt to fix the problem. Also, we would have to pay part of the cost for any replacement parts required. Please note that the $190 charge was for EACH SERVICE CALL until the problem was fixed. At the labor rate charged, our cost to repair an 18-month-old mattress could have easily run over $1000!

These abusive warranty provisions were not explained to us when the mattress was initially purchased. Please be advised that the “practical” warranty for this produce is the 1-year full coverage period. For defects encountered even a few months after the end of the first year, the warranty labor terms are practically nil.