Sleep Number Reviews

The delivery team told me that they will be available to move my bed to another location. So now that I need them to do this I find out that there is an additional charge and they will not actually move the bed. They will disassemble it, NOT move it, and reassemble it on a different day - so if I want to sleep in a bed while waiting for them to reassemble it, I’ll have to go to a hotel. The bed has a knocking sound and a thud sensation every time I move..and no one responds from customer service. DO NOT buy from this company.

Their "so-called" 15-year warranty is a joke and goes to show how much they stand by their products. After only 1 year of the "15-year warrantee", they prorate any parts or service to 65%, sticking the customer with 35% of any parts/service required. So, we sucked it up and paid to get a new foot warmer and a ridiculous service installation fee of $150. Well, the new foot warmer only lasted 90 days and went out again. I was told this had a 12-month warranty, but when I called to have it replaced again, they told me it was only 90 days and I was over the time by a few days. After getting quite upset and asking to speak with a manager, they finally decided to adhere to their own warranty policy and replace it free, however, they wanted me to pay another service installation fee. Again, I told them how horrible they treat their customers and she finally removed the fee.

Yesterday, they came and replaced the foot warmer, however, it failed the service test and I was told it must be the Smart Control System. At that point I knew what was coming and I'd have to pay the prorated amount. So, again, I sucked it up and paid another $227 for the part, but what put me over the edge was them charging yet another service installation fee. So, be aware, if you buy from this horrible company, do not plan to be treated as a valued customer. Not even when you, with all the accessories included, spent just shy of $20,000 for a bed and bed system that can't work without breaking for even 18 months. They then let you know how much they really appreciate you by charging you astronomically priced parts and service. I will never buy another product from Sleep Number, ever, and I intend on spreading the news to everyone I know and on as many review sites as I can.

I might get it before I start my new job Monday but they could not guarantee the “next day shipping” would actually come by then because it, “still needs to be processed, packed and shipped.” So until then, I will be sleeping on my couch because the bed causes so much back pain in its current state and the Responsive Air setting doesn’t appear to notice the bed is losing air and kick on the try to refill it. We spent a good penny on this bed and it is so disappointing that the company’s products have lost their quality so much that they no longer cover the cost of replacement if they break. There are plenty of alternative mattresses with better warranties out there. Go try one of those. We will never recommend the Sleep Number to anyone else. Ever.

After replacing the pump, the thermo unit on the right side no longer passes diagnostics consistently. This might have been broken by the 2nd group of installers (repair people). Original installers said there was a defect with the cover so that got replaced. The original installers also refused to wear booties into the house or gloves so they got black handprints all over the first cover and tracked dirt throughout the home. I'm told that sleepnumber requires people to ask if they want to use booties and it's standard practice to do so with gloves.

The 2nd group of installers(repair people) said the first contractors didn't install a bunch of the wires or the cover correctly so this was redone. During the diagnostics the bed would even disconnect during that so it would halt during the diagnostics (possible control board issue) that nobody wrote down. The original installers left one of the legs at a higher height than the rest of the legs...but it was still screwed into the frame so the leg was sitting there bending the frame up for 2 weeks.

The original installers didn't install the frame correctly around the base so the 2nd group had to reinstall this. It's the bottom gray trim piece going around the base. After calling customer service for the 4th time and being escalated to some manager... She was HORRENDOUS to work with from a customer service perspective. Very dismissive and abrasive. I mentioned that customer service is not just replacing the broken parts that should have worked in the beginning, but going above and beyond by offering other financial incentive to prove that sleep number stands behind their products...either a free smaller bed in the guest room or a HUGE rebate $5000+ off of this $15k bed.

What did they offer me? Free sheets or pillows. Who buys a $15k bed and doesn't have sheets/pillows sorted out? They could have given me a $100 gift card to McDonald's and it would have been more useful. I was actually offended. My bed was such a lemon that they're replacing the entire bed. The entire experience has been awful. I still might return this bed due to this experience and get a full refund but I haven't even got to use the bed one night yet.

They refused to send someone out without charging me, even after all of the unsuccessful attempts on their part to solve the problem. $9000 for a bed that turned faulty after five months. Customer service is absolutely horrible. Just read their responses here and you’ll see that they are uncaring and refuse to step up and do the right thing and take responsibility. Please avoid this company.

The delivery team finally made it to our new house at 5:30 PM! We normally get home from work at 4:30 so our day was wasted. It was finally delivered by contractors who had to drive 2 hours to get here. They began working, got it set up but still could not get my wife's sleep number app to work. Mine was working, we felt bad that these guys were a victim of working for sleep number so we sent them home. After cooling off, we called the wonderful sleep number customer helpless desk. They reviewed our order and apologized for the substandard service. They stated that sleep number used to give sheets and pillowcases as apology for substandard service but "probably not anymore".

We asked to be transferred to management. I work in management, and I want satisfied customers. The manager stated that sleep number does not do "appeasement" any longer. I was very disappointed to hear this. It is not appeasement but good customer relations. So that was their attitude.

4. Use this as a cautionary tale regarding sleep number delivery.

Upon delivery of the bed, once it was all set up, the delivery person asked if I had the brackets for the headboard. I didn't understand why I would have those, but quickly found out that the brackets to connect the headboard to the base is an additional cost and not available in the store. They have to be shipped. When I went to order said brackets, I learned the purchase I made was $1530 less. I checked my receipt and also learned I paid $249 for shipping and then saw their website also says free shipping.

I spoke to an agent at the store who said to call customer service, they do price matching. I spoke to customer service 4 times within 3 hours of receiving the bed and nothing is resolved. I haven't slept in the bed yet and I want to return it. They won't price match because it was "purchased" over 30 days ago, yet they don't charge until it's delivered. That is their policy and they won't budge.

While waiting for upper management to call, I decided to to do some extra research and found they are blocking people who leave bad reviews from leaving them, they don't honor the return policy they tell you about because the blank screen you sign on the IPad is your acknowledgment that furniture (even incomplete furniture) and adjustable bases can't be returned. I'm absolutely dissatisfied and honestly terrified this will be the most expensive bad purchase I've ever made. I'm not alone in that. Others can be found here. Please read this page before purchasing. I wish I'd found it before I bought into this nightmare. **

We then paid for half of the bed and financed the second half... Around $3000 worth. What we were NOT told is that their financing option is not financing... It's a credit card, one with an $8,000 credit limit which was taken out on our behalf, impacting our credit without our informed consent. Under Missouri Consumer Projection guidelines, this would be an "omission of material fact".

After a few weeks with it, we just really do not like the application required to adjust it, the way the entire base works really... And also we don't love the split king aspect which we were told by the salesman was unnoticeable... But was not. The mattress we received is also of a noticeably different quality than the one we tested in the store... Suggesting misrepresentation of their merchandise. We decided it wasn't for us... And to return it under the assured "100 nights risk free. It turns out, this was a blatant lie/half truth. It's important to note that the salesmen said "bed" and "whole thing" repeatedly, as well as "no risk"... Not just one slip up, but this was his actual sales pitch.

After 3 phone calls, we finally got them to at LEAST make an exception on their "you have to keep it 30 days" policy... Which, I get wanting people to give it a fair chance, but most of our issues weren't related to the comfort of the bed, but the operation of the flex fit base itself. This policy was not disclosed to us at the time of purchase, in the context of those 100 days risk free claim and would be a "risk". Under Missouri Consumer Projection guidelines, this would be an "omission of material fact". They then proceeded to inform me there would be a $249 pickup fee taken out of our refund. This fee was not disclosed to us at the time of purchase, in the context of those 100 days risk free claim and would be a "risk". Under Missouri Consumer Projection guidelines, this would be an "omission of material fact".

However, and here is the real rub out of all of it... The 100 night return only covers the mattress. It does not cover the $3,000 BASE for the mattress, which is according to their customer support a final purchase and cannot BE returned. This was not disclosed to us at the time of purchase, in the context of those 100 days risk free claim and would be a "risk". Under Missouri Consumer Projection guidelines, this would be a GLARING "omission of material fact". Using the word bed, when speaking of a purchase consisting of 2 parts (mattress and base) but only ACTUALLY meaning 1 of those parts is 100% a deception, and I would argue an intentional one, because no one "on the fence" would commit to having a $3,000 potential liability if they ended up regretting their purchase.

They will be picking up the mattress on the 28th of this month, deducting aforementioned fee, at which time we (and our attorney) will be filing a complaint with the consumer protection office of the Missouri Attorney General as well as in the civil courts for damages and legal fees. Avoid this company, save yourself the hassle we're about to have to go through, and choose whatever other mattress is down the street.

I have issues with this because several social media posts state Sleep Number made an exception to return the base. Why is this not being offered to me? That seems discriminatory. Furthermore, when purchasing something of this cost in a store, it is difficult to know if it will be a suitable purchase; regardless of what is in writing, this is a deceptive practice and now I’m stuck with an overpriced bed frame I don’t need. I feel Sleep Number should allow me to return the base and/or offer a refund of some sort. This is seemingly a bait and switch company and the reviews I have read support my concerns. I except resolution of my issue in compensation or the ability to return the base. “Risk free” is a misleading term.

I called Sleep Number support first and they ran remote diagnostics on the base. They said, "I'm getting an error message on the actuator on the right side of the bed." They said I needed to be transferred to their "adjustable base team" which turned out to be just a separate manufacturer. They said they'd pass on the info need by the base team and they'd take care of the issue from there. When I was connected with the manufacturer of the adjustable base, no info was passed nor was I informed of what I needed to tell them for my case; there are two actuators on the side of the bed having issues. This was not disclosed to me, so I had to start the process over of contacting Sleep Number support.

After another attempt filled with really long hold times on the phone, I finally got the info I needed and connecting again to the manufacturer of the base. As they were processing my bed issue, I was appalled to find out that I'd have to pay $90 for the replacement actuator, order a remote control for the bed (because a reset could only be done with the remote, which would be needed to complete the actuator replacement), and do the install myself.

When we purchased this bed for over $7k from Sleep Number in October. 2021, I was assured that this significant investment was backed by a 15-year warranty in case we ever had any problems. Considering the high cost, this was very important in our buying decision. The base is what really drove up the cost of this purchase and never imagined I'd have to shell out $100 to fix it after just two years of ownership.

I was so frustrated when I was told by the Sleep Number team that they only paid a pro-rated portion for the replacement part which decreased to 65% of the cost after the first year! And then 5% every year thereafter. These terms were NEVER mentioned when we purchased. Sleep Number customer support recommended that I speak with a Customer Support supervisor so they connected me. Waited on hold for 20 minutes and the call dropped. Called back again to get connected, which again was another long hold time.

When I spoke to the customer service supervisor, it was the worst part of this lengthy process. I went through the process again of explaining the issues I experiencing; he sounded like he couldn't care less and was totally disconnected. So in the end, I'm stuck with a broken bed unless I just bit the bullet and pay for the replacement part. For something we invested over $7k into, I can't believe how bad this experience has been. This is my most regrettable purchase ever.

Tip for people shopping for an adjustable bed: DON'T buy a Sleep Number! This is the WORST customer service experience I've ever had. Considering the price Sleep Number beds and all the other alternatives available, I recommend going with another brand. A bed is supposed to last for years! Quality and customer service, especially for such high-cost product, are so critical! The bed was great when it worked, but considering the experience I've just had, this has turned out to be one of my most regrettable purchases.

Please don't purchase from this company. They have no idea about customer service nor care about people whom have purchased their products and pay their salaries. Absolutely nothing was offered to try and save a customer. The executive consultant kept repeating herself that no date or time of delivery could be guaranteed ever. Then how does anyone plan to get their beds when the first of 5 people I spoke with today stated many customers have their date and time scheduled over a week in advance. Pathetic service!

First rate service on all aspects of my call. Each agent immediately understood why I was calling and who should deal with the condition. There was no attempt to up sell me. Extremely professional and on point from all departments.

He texted me I have proof of text “Hey Kevin so it looks like the soonest available date will be just past 4 weeks. 12/9 is the soonest that’s a Friday. I have 12/10 and 12/13. Let me know what works best for you” actual copy and paste of his text. I told him Dec 13th was great, Dec 13th comes I get no confirmation so again I text Travis (he is no good at follow up). He tells me “I’ll be in the office at 10am and will see what’s good. Did you receive a call 2-3 days ago? Or any text confirmation?” I told him no confirmation. He told me he was waiting to hear back from the home delivery supervisor which is probably a lie. I'm sure Travis was probably just sitting on his thumb somewhere not trying to help me. Anyway, I called customer service myself. The lady told me I was scheduled for FEBRUARY!!!!

One of the main reasons I bought this was so my pregnant wife can enjoy some comfort, she’ll be popping by February so what the eff would of been the point of that!? I let this dude Travis what they said and what he promised do not match up and he goes “I’m not sure but I will find out. You are scheduled we’re scheduled for December 13th as of the last time we talked. All new orders are 8-10 week lead times but you ordered well prior to the change.” And I replied “Please man I paid too much to be danced around. I just want this resolved. I feel like I been pretty easy client so far. I just don’t understand the miscommunication between your store and the delivery people.” (I think I was still being cool about it.)

Customer service lady was able to help me get the delivery by Jan 3rd (Yesterday) and our mattress isn’t working properly so that's disappointing. I had to handle the issue myself when I was promised by Travis “manager” he would help me. Make him work with the delivery team so he knows what hard work is and maybe that way he’ll stop overpromising customers.