Sleep Number
Reviews and Complaints

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?

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

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!

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.

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.

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.

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!

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].

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.

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,

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!

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!

My remote for my Sleepnumber bed no longer works. I went to a store in New Hartford, NY and they gave me a business card for sleepnumber.com but I haven't been able to connect other than the choice of ordering sheets, etc. Please respond to my text or call [protected]

This is a complaint about Select Comfort Beds not Sleep Better which dont have the seperation issue. Please correct your misinformation

Sleep number has upgraded their mattresses in early 2011. They added a dual zipper which keeps the bladders together, which pretty much eliminated the depressed area that had existed in the middle. An earlier upgrade was an improvement of the remote control, which stabilized the settings. I added a 2" king sized memory foam topper, installed it over both bladders of my queen size bed, and extended it down the sides, so that it was a continuous topper underneath the quilted mattress cover; since it covered the foam sides, the feel of the sides disappeared. Now, the bed feels very much like a high quality traditional mattress, but with the ability to alter the firmness. I have a place in southern Mexico that I may get another bed for, since it doesn't feel hot, and is very light for taking as baggage, though now with fees.

I guess it makes sense that an “air mattress” is gonna eventually leak air or moving parts are going to stop working. I think the biggest takeaway from reading is that it is unfathonable that sleep number actually expects consumers to pay UPS shipping to/from manufacturer for a warrantied product. Shipping costs should be included in the warranty. I can’t believe people have to ship bed parts vs a company that has hundreds of stores can’t offer home repair as part of the warranty. I bet if this was the case many customers would be much happier. Knowing people have to suffer through not having a bed to sleep on after spending thousands of dollars. I wish the sleep number company responses were published as knowing how they resolved these issues would be good. Hope the complaints were truly resolved and not just people giving up.

We have a Sleep Number and paid dearly for it. This awful bed has caused me to have severe back pain and I find I cannot sleep on the bed all night. I complained to the company and they have offered to tell me what number I should use for sleeping. I have personally tried every number and they don't work. The lower numbers sag the bed the higher numbers make it harder then needed. There is no comfortable sleep number. They refuse to help further without me paying gobs of money and we have already spent over $3000. I would like people to know that the 'sleep number family' is crap and liars.

My toper caved in and the air compressor went out, all they could say is it is out of warranty, Sleep Number beds SUCK

I spent just under $1800 to discover I had a crap bed. NO RETURNS WHATSOEVER after 45 days, but no where does it say that! So you're left with the impression that a return would be possible. Buyer's remorse is all you will get from Select Comfort unless you are prepared to spend well over $2000 for a bed that may or may not work. The low end models don't even have a "sleep number" which is a point of hilarity when speaking to a CSR.

Consumer be aware!

I plan to purchase the p2 model queen for my fiance and me this week. I cannot find a comfortable bed for the life of me. I had a 1500 dollar tempur pedic that flattened in the middle and turn me INTO a rock while trying to sleep instead of sleeping like a rock. It became impossible to turn once laying in it.

So I perfectly understand why you are upset as I would be, as well. However, with logic in mind, did you accept the trade-up exchange to eliminate the possibility that it was that particular bed and/or simply a "lemon"?

I know how much it sucks. Having Tempur Pedic tell me the warranty was good for years then come to find out that "normal wear" should be expect (surely w/ any bed, it is expected to depreciate in its comfort-providing efficiency--what bed doesn't-- but not after only 40 weeks!)
TempurPedic uses (as per THEIR ADDS) material design technology utilized by NASA to withstand the extreme g-force experience during space shuttle to lift-off-to orbit (that's 8 minutes!), so that was my bad to overlook that. Its design has no built-in qualities aimed at maintaining its memory-cells' longevity, in my case. But I never bought a new one b/c its the same material.

SC's beds come with different materials options. Give it a try. If you already have, how is the new one? I certainly don't want to be blowing 2 grand on another failure of a bed =) How did our early ancestors survive!

Sounds to me like this product is WAY over priced. Yet your company takes a VERY laxed view regarding complaints! A product that cost this much money should have the merchant bending over backwards to completely satisfy the customer.

I was prepaired to buy this bed until I read this article...NO WAY NOW! I will also discuss this topic with my friends considering this product. You guys are as bad as Toyota and all other business raping the public of what money we have left! Be ashamed.

We bought a 7000 in 2008 and I never had a good nights rest on my side. Wake up weith back pains etc. so we are selling it. Paid over $4000 for it and selling for $250. Sleep Number beds are a rip off and nothing but a high dollar junk air mattress.

I have a new Select Comfort bed, bought May 2010. The day we set it up, oh the smell...but no worries, its new, out of packaging, will go away...well within 10 days I had a massive respiratory infection, WOKE UP CHOKING on mucas, then bronchitis. Now, 3 months later, every single night I take Tussinex. I told my doctor, who said I have massive swelling of sinuses. Said this only happens at night right? Did you get a new bed? I said YES, 3 months ago, well we checked my infection down to the day, and guess what, BINGO!
I am on prednisone and rhinocort, slept decent first night without coughing, choking in months. I am calling the company and they will refund. I definately want in on a class action, they KNOW this has been an issue. Closeoutcorners@yahoo.com Rebecca

January, 19, 2010
Please contact me when moving forward with this lawsuit. I was on several inhalers, sick for several months until we discovered the mold in our mattress. Wow, what a difference a bed makes...no more inhalers once that bed was out of the house!
We have 2 select comfort beds packaged to be returned for refund and I held on to them with hopes of a lawsuit.

I can be reached at sylvia@tapia.org.
Feel free to contact.

Sincerely, Sylvia Tapia
San Diego, California

Im in.. I can't stand them.. I haven't had a good nights sleep in 3 years.