Sleep Number — Hotel in Alcoa

Buyer beware: Three weeks after my parents purchased a king size bed for $7000, my father unexpectedly passed away. My mother is moving and can’t take a king bed. We spoke with customer service supervisors (within the 100-day period) to see if we could exchange the king bed frame for a queen, get a partial refund, or otherwise get any kind of compromise or exception to the normal policy of non-return for adjustable bed frames (which alone was $3000), given the extenuating circumstances. Normally supervisors are there for exactly this kind of circumstance (to make exceptions where warranted), but that is clearly not the case here, as none would entertain the discussion.

Also, the first supervisor I spoke with told me he could not speak to me but had to speak to my 81-year-old mother (and that their policy is to not accept 3-way calling). So I flew out to be with my mother and called again, and got cut off while speaking to the second supervisor. The third supervisor repeatedly noted that he could see our file and that we had already spoken with 2 other supervisors, essentially accusing us of calling repeatedly to try to get the answer we wanted. He was actually pretty rude. We were told it is not possible to escalate above a first-line supervisor.

All in all, I am left with the impression that it’s all a bit of a racket. Buyer beware, especially with respect to the non-return policy on very expensive adjustable bed frames.

I will close by noting that my mother says the people at this actual store...

Explained everything very well and provided great customer service.

Update: While I initially had a good sales experience, I’m changing my rating because we had a delivery window from 3:30-6:30. They finally showed up at 9 but pulled down our driveway then just turned around and left. Now we can’t get any help because the local store is closed and I can’t see their delivery driver’s phone number because the tracking link stopped being available before they even arrived.

Update 2: After blowing up the store text messaging system the manager finally texted back. Said she would call me in the morning and never even showed up to work let alone call me. After calling them, I’m told a corporate consultant would be calling me shortly. Never got a call from that person either. I ended up spending the entire day dealing with this, only for customer service to tell me that they attempted delivery but no one was home which is just a huge lie. I even sent them a video proving what happened. Now I’m told I have to wait over a week for redelivery. I don’t know about you but I’m not giving $10,000 to a company that can’t even figure out their delivery and doesn’t do everything in their power to fix their mistakes in a timely manner. My order has officially been cancelled and I’ll never...

We felt we were rushed into making a decision and our person Mr.Joe Martinez only seemed interested in making his sale we have bought our bed but inofferiand we had questions and we asked Joe but each time he just wanted to keep referring bus to customer service instead of helping us with any questions we had like he said he would help with, and even tho he made his sale he stated he could not throw in the pillows that we wanted that, that would be another 200 dollars for pillows, again just wanted to make a sale who can't throw in pillows, unheard of, we just spent 6 grand on your band and you can't give us pillows. Just feel like we were just a sale and tossed. Least give us our pillows instead of sending us yo customer service every time, the delivery people even damaged our home have pictures of that, once again was directed to customer...