Mattress Reviews

Addressing Sleep Number Bed Problems and Complaints

We examine Sleep Number mattress complaints, address each with our thoughts, and offer potential solutions.

By Natalie Yerger

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Sleep Number, owned by Select Comfort, is one of the leading airbed manufacturers today, and considered by some to be amongst the best adjustable beds. Its chambered air mattresses are known for having a broad comfort range and built-in sleep tracking technology. Sleep Number offers many products in its three lines, so there’s something for every sleeper regardless of preference, size, or sleeping style.

The most popular Sleep Number mattresses are the C2 360 Smart Bed (a crowd pleaser), the P5 from the Performance line (a value pick), and the I8 from the Innovation line (one of the brand’s most luxurious options).

While there’s a lot to appreciate about Sleep Number beds, there is no perfect mattress. Negative reviews of Sleep Number beds mention issues that range from malfunctioning air chambers to non-intuitive technology. Some of the most common problems with Sleep Number beds include:

  1. Price
  2. Customer Service and Delivery
  3. Comfort
  4. Malfunctions with Technology
  5. Sagging

Like all airbeds, Sleep Number mattresses have adjustable firmness levels, which means air can be added or removed from the air chambers to create a different feel and support level. Most Sleep Number beds feature a dual-firmness design, have excellent motion isolation and noise reduction, offer actionable sleep data, and sleep cool. Shoppers also love that every Sleep Number mattress comes with a 25-year warranty and 100-night sleep trial.

Top Sleep Number Bed Problems

1. Price

The most common issue customers take with Sleep Number is the price of its products. Mattresses range in price by collection, but they are generally expensive. The Classic series has below-average price points, the Performance series is on par with airbed industry averages, and the Innovation series has luxury pricing (up to $6,099). 

We think that anyone who chooses to spend several thousand dollars on a new mattress should do their research before investing such a large sum in a household item, but the fact that Sleep Number customers complain often about cost seems to indicate more frustration with the quality of product received in comparison to what was paid than with the price itself.

Customers who invest in their mattresses expect a luxury experience at every touchpoint with the brand, from browsing online to shipping, delivery, installation, interactions with customer service, and returns. Complaints related to price include being charged a $199 delivery fee and a $199 return fee, rude customer service interactions after paying more than $3,500 for a mattress, unexpected delivery charges, and durability that does not align with the price tag.

See: Best Affordable Mattresses

Verdict
  • The more money invested in a Sleep Number bed, the higher the likelihood is of feeling frustrated with added fees, return policies, and customer service. Shoppers should make sure they’re comfortable with the price and aware of any technical, mechanical, or material issues and warranty coverage before purchase.
Solution
  • Read reviews about the mattress you’re considering investing in to ensure it’s the right firmness level, style, and fit for you. Thoroughly review Sleep Number’s shipping, return, and delivery policies, and reach out to customer service if you have any questions about how these services are charged.

Alternative Brands with Better Price Points

Saatva Solaire

The Solaire by Saatva is a newer airbed that comes with one or two air chambers, has a firmness range of 3 to 7, comes with free White Glove Delivery, and costs less than $3,200 in all sizes. Saatva also has an A+ rating from the Better Business Bureau and no complaints related to billing as of May 2020. Learn more about the Solaire in our Saatva review.

Read our full Saatva Solaire mattress review to learn more.

2. Customer Service and Delivery

It’s rare to see a company describe its products as “premium” and then charge customers for delivery. Free home delivery is the industry standard now for beds sold online, especially for bed in a box mattresses, and although Sleep Number shipping in the United States includes White Glove in-home setup and assembly, customers pay $199 or more for this service.

Sleep Number is currently BBB-accredited and holds an A+ BBB rating, but some of the reviews on BBB.org reveal pain points in shoppers’ interactions with the customer service team. Examples include product quotes that the business later refuses to honor, defects in mattresses purchased directly from a Sleep Number store, an unwillingness of technicians to install an adjustable base frame due to fine print in the contract, and delivery of the wrong mattress model.

Verdict
  • A quick glance at reviews posted on BBB.org reveal that shoppers’ thoughts on the brand’s customer service team are split. There are hundreds of five star reviews with notes about the “great customer service” and “knowledgeable representatives,” but there are also one star reviews that make Sleep Number’s service team look rather bleak.
Solution
  • Thumb through reviews of your local Sleep Number brick-and-mortar location prior to purchase. The ultra-concerned should read return and warranty policies or contact customer service to discuss how common issues are dealt with.
  • Consider investing in one of Sleep Number’s more affordable models. This will lessen the blow from added delivery costs and protect you from being out more than $3,000 if you find the mattress isn’t a good fit.

Mattress Brands with Great Delivery and Customer Service

Saatva Classic

Saatva ranks among Consumer Affair’s top 20 mattress brands for its generous warranty and sleep trial policies, broad range of products, eco-friendly materials, pillow top add-ons, and friendly customer service teams. Most customers note that their issues are resolved within one week. 

Nectar

While not an airbed brand, Nectar sells a high-value mattress with a balanced, mid-level firmness, and they also sell an adjustable bed frame. If you’re open to foregoing the idea of an airbed for an adjustable frame, you’ll enjoy Nectar’s customer-centric policies, which include free shipping, a Lifetime warranty, and a 365-night sleep trial (note that the trial period and warranty for the frame differ from the mattress).

Read our full Nectar mattress review to learn more.

3. Comfort

Sleep Number derives its name from the idea that every sleeper has a number between 1 and 100 that corresponds with how soft or firm they prefer their mattress. The brand advertises that once you find your sleep number, you can achieve a perfect night’s sleep. While the “perfect” sleep number is a nice idea in theory, some find that the mattress’ construction makes sleeping rather uncomfortable over time. 

Intimacy, for example, proves challenging on soft settings and with the dual-air chamber design in the Split Queen, Split King, and Split California King sizes. Other shoppers note that sleeping when their partner is away can be difficult because both air chambers must be inflated to just the right level. Deflation on either side may cause unusual pressure points and back problems.

See: Best Mattresses for Couples

Verdict
  • The greatest benefit of Sleep Number beds (adjustable firmness) may also be its greatest drawback for couples if one partner travels often or if adjusting the bed’s firmness nightly becomes too laborious.
Solution
  • If different firmness preferences are what drew you to Sleep Number, consider a split or dual-firmness mattress that isn’t an airbed. Hybrid, foam, and latex split styles have different firmness settings to accommodate couples, and the split won’t be evident in well-made models.

Mattresses with Split-Sizes Available

Tempur-ProAdapt

The ProAdapt comes in Split King and Split California King sizes, has a price point on par with Sleep Number’s Innovation line, comes in four firmness settings, and is protected by a 10-year limited warranty. Read more about why it’s one of our best King size mattress picks for 2020 here.

Saatva Classic

If you’re looking for a dual-firmness bed at a reasonable price point, the Saatva Classic in Split King and Split California King costs less than $1,900, is available in three firmness settings and two heights, and comes with a 15-year warranty.

4. Malfunctions with Technology

Sleep Number’s built-in SleepIQ tracking technology is one of the benefits of the mattresses for individuals who like to monitor their nightly routines, but sleepers have reported issues with the app.

There’s also quite a bit of complexity in the construction of Sleep Number beds, from the hose, air pump, bed frame, and air bladders to the remote controls that adjust each air chamber. If shoppers choose to incorporate FlexFit technology into their accompanying Adjustable Base, they can also run into issues with this feature.

Generally speaking, the more components and complexity, the more susceptible an item is to having issues over time. Replacement parts and repairs may cost owners hundreds of dollars.

Verdict
  • SleepNumber is likely not the most technologically-sound airbed company, and its beds’ tech features may fail or malfunction over time.
Solution
  • Consider choosing your Sleep Number bed’s technology features based on your tolerance for dealing with potential problems down the road. If tech is the most important part of an airbed to you, consider a competitor whose beds are more reliable in this area.

5. Sagging

Queen size Sleep Number beds can come with dual air chambers, and all Sleep Number beds that are King size and larger feature this construction as standard. While the ability to adjust one’s side of the bed independently of a partner is one of the main attractions, it can also cause sagging and sinking in the middle portion of the mattress. If the bed deflates, the air loss can lead to back pain and other issues.

People also complain that lightly inflated beds appear “slouchy,” meaning that those who enjoy an aesthetically pleasing bedroom may need to inflate the mattress prior to making the bed every day.

Verdict
  • Most Sleep Number beds will sag at the edges or in the middle over time. Reinflating and adjusting the mattress daily should be expected, and some people may become frustrated with that process.
Solution
  • Couples with different firmness preferences can adjust the air chambers to similar levels when the bed is made during the day, but this will not mitigate issues with the “trench” effect in the center of the mattress.

Mattresses with Better Performance for Couples

Casper Original

The Casper is one of the most well-known bed-in-a-box products today, offering great pressure relief and an accommodating firmness level at a lower price. It also has excellent motion isolation and a stronger-than-average support system for an all-foam bed, making it a nice choice for shoppers on a budget looking for longevity.

Layla Hybrid

Hybrid beds are known for preventing sagging and have better edge support than foam mattresses, and the Layla Hybrid combines these qualities with a flippable, dual-firmness design for shoppers who like the idea of having multiple options within one mattress.

What’s Great about Sleep Number Mattresses?

As mentioned, there’s no perfect mattress. While Sleep Number mattresses may have their drawbacks, the vast majority of Sleep Number customers seem satisfied with their purchase based on reviews on Google, BBB.org, and Sleep Number’s website. Sleep Number and its mattresses have many positive qualities to be weighed against the common complaints we’ve shared.

The most noteworthy positive aspects of Sleep Number beds and the purchase experience include: 

  • Firmness adjustability at the touch of a button
  • Many firmness ranges and several height options
  • Price points for value seekers and luxury shoppers
  • Dual-firmness options available in Queen size and larger
  • Sleep tracking technology 
  • Responsive air technology
  • 100-night sleep trial and 25-year warranty
  • A+ Better Business Bureau rating 

If you’re in the market for a new mattress, we hope this overview of common Sleep Number bed problems proves helpful as you decide whether this popular airbed brand is for you. It’s important for first-time adjustable bed buyers to be aware of the risks associated with such a large investment.

See: Best Mattresses of 2020

If you’re still not certain that Sleep Number is the right new bed, we recommend looking into other brands that are well-known for comfort such as TempurPedic, Casper, Saatva, or Nectar. Sleep Number mattresses are available at Sleep Number’s website and in their brick-and-mortar stores. Some models are sold on Amazon.com and at other third-party retailers.

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