Sleep Number
Reviews and Complaints

Sleep Number as a whole makes a pretty good product, although not nearly as good as their advertisements would lead you to believe. My wife and I purchased a Queen size Sleep number bed with new adjustable base and foundation with mattresses. Part of the reason why we did this was because they were so adamant about the quality and how they were lifetime warranty covered, and no other mattresses had that coverage! Over all we spent around four thousand dollars, and for the first few years all went well. Now as we began to age, we began to use the bed more especially the adjustable base. This led to failure of the remote control both for the adjust able foundation and the air pump control. We then found out that these were only partially covered by that lifetime warranty. We had to replace them both, one of them twice and each time it cost over two hundred dollars and took a week or so to get the replacements. Next thing that happened was the adjustable motors began to fail. We have now had to replace the head of the bed motor now three times, and not one of them cost us less than two hundred dollars or more warranty or not! We have had the bed over ten years as they point out to us when there is a problem, but that was one of the reasons they used to get us to purchase it in the first place. Each time something fails they say it is being shipped for free using overnight but there is no way to track these shipments. When the item does not show up for a couple of days we call them and they always explain to us that because it was shipped via expiated means, it would likely not show up for a week or so. That has been the case on every order, so far. It is inconvenient when the adjustable parts does not work and causes some difficulty in sleeping. The current problem is however the by far worst. On the right side of the bed, one morning three days ago, we heard a noise that sounded like cloth ripping in the bed room. We went to look, and there was gigantic blister shaped lump on the right side of the bed, a call to customer service was made because this seemed to represent catastrophic failure of the mattress. Customer service told us once again that we would be charged for the replacement but it would be a prorated charge, which turns out to be 118 dollars plus tax, which according to them saved us the whopping amount of 37 dollars. Now, I have become disabled and have two places where I can rest one is my wheel chair and the other is the bed. Now with this lump in the bed it is impossible for me to be able to lay down on that side of the bed, which just happens to be the side of the bed that is setup to transfer me to and from the wheel chair to the bed and vice versa. So, since this happened I have to sleep setting up in my chair which according to the doctors is likely to cause blood clots to form in my legs which could be fatal. Customer Service told us they would ship the new mattress over night. That was three days ago today, and when we call them trying to find out when it will arrive, we get the exact same service as always, they told my wife today that since the mattress was shipped expedited we could probably receive it my the first part of the week. So here I am, I own one of these futuristic beds that is so much better than a conventional bed, and it is lifetime guaranteed that has suffered failure and which leaves me in what could be considered a life threatening situation. With a company who's idea of expedited shipping means a week or so! To say I am displeased is the understatement of the year. Also anyone who is considering purchasing one of these beds, be aware that if it requires service, you will have to deal with the company to get the part then contact someone they recommend to do the labor, which usually results in even more delay in getting the repair done. My own opinion is that a catastrophic failure which makes the bed unusable should result in the replacement of the whole failed part without charge to the owner. That would be a lifetime warranty, at least with a conventional bed you may end up with a wallowed out hole in the mattress which you can stuff full of material to create a make shift work around, but when it is a huge lump in the center of the mattress from top to bottom you simply cannot let enough air out of it to make it a sleep able surface, and you for sure cannot use it with the wheelchair transfer equipment. I would never be able to recommend one of these beds to anyone, especially anyone who plans on keeping it more than five years.

I purchased a California Split King with ILE Flexfit 2 Base. I waited the prerequisite 3 weeks for delivery. I had gone to the extra trouble of removing the previous bed to the garage and having the room professionally cleaned by Stanley Steamers the day before delivery. On the day of delivery, I told them that the old bed was in the garage. They immediately started making excuses for not being able to pick it up (no adjustable bases, the mattress was "soiled") They said they couldn't pick it up. Ok fine. They had started to bring boxes in and immediately making comments about they didn't think it was going to fit between the end tables in the room. So I moved them further apart as there was at least a 2-foot clearance on the other side we could compensate with. They went out to their truck and we waited and waited and waited. The front door was left wide open as they were bringing inboxes. I went back to the bedroom and noticed that the boxes they brought in were gone and the TRUCK was gone. They just left. No delivery. No notice. No explanation. We immediately started calling their dispatch, their customer, online chat for an explanation. The first explanation we got was that there was "animal feces" all over the room so couldn't set up the bed. A. Complete. Lie. Do you think Stanley Steamers would have vacuumed, cleaned, deodorized, and sealed a carpet full of animal feces? After several more calls, we were told by someone else that "the smell was so bad in the house that they couldn't come back in to do anything or notify us". Yet another lie. Just that morning we had mopped the floors and I also have a LeFant robot mopper that went over the same hallways all afternoon. All they would tell us is that could only be rescheduled for 3 more weeks out. This is also ridiculous as the product was already available. They just needed to deliver it and set it up. Nothing they could do.

4 hours later we received a call back from an Executive Sales Director who apologized profusely and said she would have someone back by the coming Friday.

Today is Friday. They did show up. Didn't knock or ring the doorbell. They just started dropping boxes on my front door. HUGE heavy boxes on my front lawn. Stickers on top of the boxes saying "For damage reduction keep this side down" .. on the TOP of the box. I asked if they were bringing them into the bedroom. No, they were told just to drop them at the front door due to the "situation" that occurred last time. This 'company' has the worst customer service of any company I have ever dealt with. I would not recommend them to ANYONE and I plan on telling everyone I know what a horrible service they provide.

I ordered my sleep number 360 bed on Feb 15. My delivery was scheduled for Mar 15th. I received an email on Mar 13 saying that my time frame was between 2-5pm. I received a call from the technician the morning of Mar 15 stating that they were starting their route and they had a stop before my house. I told the tech if they could be there around 430 that would be great. She said ok I have a stop after your house I will call you when I'm done with the first stop and let you know where we are and I can go to the other stop before you. I understand the time frame and needing to be home and if she would have said that they couldn't do that I would have been ok with that. I did not receive a call from them at all. No indication that they were on their way. At 2 I get a call from a customer representative stating that the techs had been waiting at my house for 20 min and that they were gonna have to leave. I then said I will be there tell them not to leave but when I got home they were no longer there and the customer representative was supposed to call me back to let me know when they were on their way back. There was never any proof that they were actually ever at my house. So with lots of calls made I finally got a new delivery date for April 2. I feel like there was a lack of communication on the technicians part and it resulted in having to wait longer for my bed. Today April 2 my bed was delivered finally. The old bed which was supposed to be disposed of per the invoice was not taken. Now the bed sits in the garage in my way. There was no indication that they weren't taking the bed nor did they say they couldn't. I assumed since it was in the invoice that they would take it. After speaking with a customer service representative they didn't know why the bed wasn't taken either . After speaking with representative they scheduled me for a pick up date of April 7th which is still 5 days away. I feel like all of this could have been avoided if the technicians were doing their job properly. It takes away my time and my families time that I have to keep getting rescheduled for a service I paid for to be done right

Purchased in 2013; went to break it down to move and to my disgust and horror, there was black mold on the top of both air sacks and the bottom of the crate foam pad...could not believe it. I now can see why I have been waking up the past few years coughing.

These are expensive beds, $2500 for ours. This issue is shocking for a highly recognized company that had great reviews when we purchased.

I have called Sleep Number Support and waiting to hear back. I also sent several pics of the mold.

Worse purchase of my life. I purchased the I10 Split King in May 2016, it delivered June 26, 2016. A year later a huge gap developed between the 2 mattresses. Sleep number replaced some part of the left mattress. Within a year the bed did the same thing, expect the gap was larger, about 5 to 7 inches, and the mattress was now siding off the base. I called customer service and was told to buy some anti-skid material or rug tape that should correct the problem. This bed was $7000.00, and they wanted me to buy rug tape? Now the bed is over 4 years old and neither the anti-skid material or the rug tape worked, the gap is so big my teenage grandson can sick his head in the gap with room to spare, and I must be careful getting out of bed because the that much of the mattress is off of the base. Wednesday night the bed went flat, the mattress had no air and would not refill. I would be sleeping on the base which is like sleeping on a board. The back of the mattress had torn from the mattress siding every night and resulted in the the air chamber piece broking. I contacted Sleep Number customer service and spoke to representative, Raphael, I was charged $69.83 for the air chamber for a bed with a 25- year warranty, that has now conveniently has changed to a limited warranty. Raphael refused to do anything about the mattress issue. He actually stated: "That is something that happens with in time with that style bed" and when I pushed the issue he stated: "As advise with those beds they will gap in the middle over time. You can get rug tape and apply it the mattress and base" I told him "I was not advised that the mattresses would separate, or I would not have bought it. That is not in the owner's manual. I tried the rug tape that did not work. When I fall out of the bed is Sleep number ready to be held liable?" He ignored my question. I then asked him, "So I called 2 years ago about the defective mattress issue and what I was told that I should do did not work. So, what about the mattress. That should have been replaced 2 years ago." His reply, "You can replace the covers for both sides but eventually they will start to gap in the middle" I was shocked and just needed to get the air chamber piece replaced so I would have a bed. I paid for the air chamber and asked how soon I could get it, informing him I had no bed to sleep in and his reply, "Well if order today you may have it Friday but with the holiday it might be a little later even if you would do overnight shipping." I replied thank you I now have nowhere to sleep for days and he closed with a reply to Sleep Well. What the _? I closed with; I would like my complaint to be escalated to a member of management, Raphael ended our conversation with not comment. In closing, if you want to pay too much for a poor quality bed, and receive terrible customer service, then buy a Sleep Number bed.

This is my second purchase of a sleep number bed. My first was probably 20 years ago, ended up with a terrible back mold problem. Fast forward 20 years, new husband wants a sleep number, so we were reassured the black mold problem was resolved. We've been sleeping in the is bed for 3 years now, i've recently started having nightsweats. Flashback, this is exactly what happened with the mold problem 20 years ago.
I unzip my sleep number and sure enough, my air chamber is discolored from my knees to my head. I cannot see mildew or mold with the naked eye but it's sure to come as the obvious dampness continues. So disappointing... These cost too much money to have problems like this.

Our bed is approximately 4 years old and won't move. I contacted the company who sent me to the base manufacturer. After 30 minutes on the phone the customer service representative determined that the base motors needed to be replaced. After 2 years the Warranty does not cover shipping and instalation of the parts.
I was charged $12.50 for shipping of the new motors. The representataive gave me 2 potentail repair companies to have the motors replaced.
The first one couldn't do it because he works alone and it is a 2 person job.
it took me several attempts to reach the second one and get an answer.

THEY WANT $980 TO REPLACE THE MOTORS.

This is outragous!. We spent a fortune on a bed that doesnt work and now need to spend more to fix their faulty equipment.

Their bed is overrated and their support is terrible.

The base is so loud when adjusting that it wakes up my husband. My daughter sleeping with her door closed two rooms away and my dog who sleeps in the room below us. I haven't had one good night sleep since spending 7500 on this bed I asked for refund and told no way on base I'm stuck with this adjustable base that sounds like an airplane taking off it's effecting my quality of life and disrupting my job I had to call in to work cause I am so tired Can't afford another bed and am stuck with a loan for 7500

This is an IMPOSSIBLE company to deal with. It has taken months, four service visits and endless time on the phone and I still cannot finish this transaction. Condescending reps who tell me that the customers are ever sooooo pleased with the beds and service. Well goodie for them as I feel like I've been dealing with the most incompetent operation and am totally disappointed in my experience and since I've bought EIGHT of these beds I have an idea of GOOD service and people this is not it.

I found black mold in memory foam
Allergies have been really bad and didn't know where we were getting sick from.
We have had this bed for 7 years and never had to take it apart, I was trying to straighten out the edges when I moved the foam and to my surprise found black spots and lifted up more and found bigger spots. Almost half of the memory foam is taken over by black mold.

To who it may concern,

I am writing you because I purchased my bed in Oct 2018. I have had nothing but trouble with the bed. It looses all the air randomly, the bed app and remote I bought do not sync with the bed 90% of the time. Last night my foot warmer came on randomly and it was extremely hot. Hotter than it as ever gotten before. I had to put a blanket in between my feet and the bed. It was scary because I couldn't turn it off and couldn't reach the plug to unplug it. I have been unhappy with the bed since we have gotten it. The problems just keep getting worse. I would have returned the bed and frame but I was told that you would not return the frame. Well your sales person didn't tell us that. He told us as your commercials also say that it is a 100% money back guaranteed satisfaction. Which I was dumb enough to take him and your commercials at their word. My husband also has three compressed disc in his back. And this bed is extremely uncomfortable for him. It loses air in the middle of the night, makes him sleep in a V-shaped. Which is extremely harmful to his back. I would appreciate it if you guys would contact me regarding this issue.

My name is Janet (Darrell) Tucker and we purchased a split king mattress approximately one month ago and the store and salesman were great. However, the delivery guys that came were subpar and had little to no personality. They did not do a good job with the set up. They installed the bed and left it 10 inches from the headboard which then allowed our pillows to fall thru when sleeping. And unbeknownst to me at the time, they also did not do a good job setting up the base. After sleeping on the mattress and dealing with a lot of pain due to the plush top, we decided it was not good for us and opted to get a different one. It took them three weeks to bring the new one, which was ridiculous. Let me state that my husband and I are both disabled but he is a paraplegic and obviously permanently in a wheelchair. The whole reason we went with a Sleep Number bed is that he needs a firm bed and one that he can adjust to assist him with turning over, as well as transferring from the bed to his chair. So we both slept in pain due to the softness of the mattress while waiting for a new bed. When the day finally arrived for them to deliver the new bed, this pair of delivery guys were AWESOME! Like night and day compared to the other two. Previously when I contacted customer service to exchange the mattress they informed me it would be just the mattress. Yet they sent a whole new base which was not necessary. The driver got on the phone with his boss who then told me he had to contact corporate to deal with the extra base so as there would be no mess up on my bill as he indicated could likely happen. After finally getting that straightened out, the guys started the exchange and then found the mess the first crew made. They discovered that the bed should have never been left 10 inches from the headboard, and the legs at the top of the bed were sitting on my original bed frame and were not touching the floor, and they had left the air hoses just lying on the floor. This new crew promptly got to work to fix the poor install. Then when they were testing the bed and using the remote, they found it was programed to a split king and would only raise each side of the bed which obviously would not work for a solid mattress. They called in to get help on how to fix it and was told to disconnect the bed and let it reset, which did not work. Then the man on the phone told them the bed needed a new motor and they would have to order it. The installer asked to have IT call him. Within minutes IT called and gave Dwight (installer) a walk thru on reprogramming the remote which then worked perfectly, so we didn't need a new motor. Due to a heavy delivery load the crew did not get to my home until 7:00 PM and because of the "mess" that they had to fix, those poor guys didn't leave until 9:30 PM! I felt so bad for them but was incredibly thankful for them, and their great service and integrity. We slept on the new mattress for two nights and were very pleased with it. But on the morning after (9/26/19) my husband woke up and went to transfer from the bed to his chair and did not realize the mattress had deflated. And when in motion, and having no support from the bed, he landed on the wheel of his chair and almost fell to the floor. And in his physical state, landing on the wheel as he did could have caused a wound or broken his hip which could have been a death sentence for him due to his injury. I immediately got on the phone thru chat as the office was closed to speak to someone and reported the incident including what happened to my husband. The chat employee indicated I had to do troubleshooting before SN would consider coming out of which I informed him was not possible with our disabilities. He looked to schedule me an appointment and informed me it would be some time in Oct. but that he was contacting another department to see if they could speed up the service call. He promised to contact me back via email with a date, which he did but the service date was not until October 3rd! This is completely unacceptable! Your company should have an emergency crew for people with severe disabilities, such as my husband's, to correct an issue such as this. So my husband has had to sleep on an almost flat bed as we have no other bed for him to access! I don't know if the issue is in the base or the mattress but the base is only a month old and the mattress 2 days old. Needless to say I am highly dissatisfied with your product and your service. If something had happened to him, or does happen, from the fault of your product, you are leaving yourself wide open to a lawsuit! I will be posting this information on the website of the Better Business Bureau, Yelp, Facebook and any other outlet I can if something is not done to compensate us for the hardship we have had to endure, and the problem corrected. I expect a speedy response and I can be reached at [protected] or [protected]@aol.com.

I received my bed on Sept 16th 2019 Monday. the bed then did not work Tuesday. The motor keeps running, the mattress is very hard, the numbers will not move on app or remote so stays that way. called my sale person and then called customer service (which was horrible) . they wont be able to get a tech to come fix this until October 1st (two weeks). Very unacceptable i have been sleeping on my couch for 8 days now and not happy at all . Last night then called my sales person she directed me to call customer service today Sept 25th to return the bed. well i did that and now they are saying that they cant come get it for about a week or two and are going to charge me a pick up fee. what the hell kind of customer service is this. i have not slept in this bed for 8 days and now they want to charge me for pick up of a damage bed. Again unacceptable. Also the base is non returnable as well what am i going to do with a base that i cant use and on top of being charge for. this is the worst company i have ever dealt with. this has been a nightmare, i just want them to pick this bed up so i can get a new one in my room to get some sleep.

I had to return a mattress using labels provided by Sleep Number of which I had to pay $29.99 each for...was told that I would have the refund within 7-10 business days. After 10 days went by I spoke with 3 reps including 2 supervisors. Each of them informed me that Sleep Number didn't "clear the label" when they received the boxes and now I have to wait another 7-10 business days to get the refund. Now I just spoke to a supposed Corporate Manager (Kristy x675) who told me that I just have to wait the 7-10 business days and that it's AGAINST THEIR COMPANY POLICY to even give me the courtesy of refunding me the $60 I paid for the labels. I am beyond livid with the absolute horrible customer service I have received from Sleep Number and will never purchase anything from them NOR give any type of positive recommendation for such a pathetic company!

Order [protected]

1) My 95 year old mother was moving into a new apartment in a senior complex. We ordered her a new bed to be delivered and installed before her move-in date of Monday 7/8/19. Installation was scheduled for Friday 7/5/19.

2) Installers arrived 7/5 and there was other work being done to prepare the apartment. They did not want to set up the bed in that environment so they left and were rescheduled to return Tuesday 7/9.

3) I complained this was past the move-in date and the complex management (at their own expense) hired the installers to come Sunday 7/7 to complete the installation.

4) The installers did the setup on 7/7 but said to retain the 7/9 appointment so that the setup could be checked for completeness. This was a good thing because the box spring was not connected to the bottom frame.

5) I received a call from Sleep Number stating the appointment was scheduled for Tuesday 7/9 1:30-5:30. I took off Tuesday to be there. I received another call saying the installer would be there in 30 min. After about an hour I called to say no one had come yet. I was then told there were notes on the account that said the installer had already been there, set up the bed in an empty apartment and no one would be coming Tuesday. I explained that what they were describing had taken place on Sunday, two days earlier. Regardless of the fact that I told them I was sitting all afternoon next to the bed in question in the, now furnished, apartment and no one installer had been there, the Sleep Number agents I spoke with kept insisting someone had been there that same day (Tuesday). Unbelievable!

6) After complaining multiple time to Customer Service I was told someone would come after the rest of the appointments for the day had been completed. By 6:30 I called again and was told no one would be coming that day and the earliest they could come would be the following Saturday (7/13). Most notably I spoke with Antoine (last name refused).

7) I am not happy with this date at all and feel I have not received the service promised and paid for.

Sleep Number should:
- send an installer out immediately
- refund the complex management for her out of pocket expense to get the installer out on a Sunday

Carla Lefley
Miami, FL