Sleep Number — Hotel in Colorado Springs

Our in store and installation process were positive. The store associate and those who came to our home with our new Sleep Number Split King i10 360 Smart Bed applauded our purchase and reassured us that they would provide assistance should it be needed. We were further encouraged that we could rest well knowing we had a 15 year warranty. Last night and for the past week, I have woken up to find the mattress flat and my body resting against the hard surface of the underbody of the bed. We have contacted the store and were informed that service calls by Sleep Number repair professionals were discouraged. We were also informed by customer service that we have a 1 year full warranty and 14 years of “shared responsibility” for parts and service. We also learned that we must do the installation of the parts which are doled out piece by piece in an effort to trouble shoot the issue. Meanwhile, customers are left waiting for pieces to arrive. This morning customer service told me we are at 55% of our warranty coverage when our bed is only 3 years old. I was then charged over $100 for an air chamber that I must install to “see if that fixes the problem”. Incidentally, the agent I spoke with at our local store suggested the problem could be due to our dry air in Colorado. My parents living in MO, with a 2 year old Sleep Number bed in the exact model are having the same issue.

We are the demographic who needs and can afford a purchase like this. The hardware is complex and heavy. We would never have purchased this product had we known of the poor responsiveness to customer needs and the outright deceptive sales tactics that were used to put our minds at ease, even when my husband asked the salesman (name known but withheld), “Is there anything you are not telling us?” We did receive a copy of the intentionally vague warranty notice with directions for accessing the full statement on line. Be sure to review that before purchasing. Also, read the reviews available on Google and Yelp! and check out grievances available on the Better Business Bureau site. In case you think this review is harsh or unwarranted, keep scrolling, you will find customers with similar experiences....

Edit to respond to sleep numbers reply: I've contacted customer service more times that I can count and they have given me the middle finger. Ultimately, the store sales team never should have sold us a base that wouldn't work with old mattresses (which they said would work) and we wouldn't have been in this situation to begin with.

Worst bed. Worst company. Ever. We spent $5k on mattresses in 2017. Last year we decided to get a base as well and spent $5k on that. It worked for 3 weeks and I have had constant E3 codes ever since. It'll work for a few days and then I get a code. I've had sleep number out multiple times. They've combined our mattress and base remotes into one, then they replaced parts on the base, then they replaced the entire base. I asked for a refund and they said they couldn't issue a refund, the warranty only covers repairs. Then they finally said after months of problems and countless calls, that the mattresses were too old to work on one remote and sent out another remote for the mattresses only. I tried multiple times to get in touch with them to separate the remotes and couldn't get help. Finally someone helped me and it worked for less than 24 hours before I had the same connectivity issues. They should have told us before we bought it that the base would not work with old mattresses. I filed a complaint with the better business bureau. They responded and said THE CUSTOMER SHOULD KNOW THAT THERE WILL BE CONNECTIVITY PROBLEMS WITH THE BASE GIVEN THE AGE OF THE MATTRESSES. The audacity!!! No one told us when we bought the base that they wouldn't work with older mattresses. Never once did I hear that. THEY SHOULD HAVE SAID THAT FROM THE BEGINNING. Now the only answer is to buy $5k worth of new mattresses?? I don't think so. Funny thing is my parents just bought a base and mattresses and decided they didn't like them and are returning them. Why can they return theirs but we can't? We have had it less than a year. No one should buy from...

Our initial experience with Sleep Number was positive. The technicians who installed the bed our bed were professional. There was even a supervisor with them (perhaps because one or more of the technicians was new). The supervisor was practically a cheerleader for the company insuring us that they “had our back.”

Unfortunately, this was not the case. We love the bed when it is working properly. However, the way the warranty was presented to us at the time of purchase and the reality are two different things.

Read the fine print, AND disregard what the salesperson says. It appears they will say whatever they need to in order to make a sale and collect their commission. The 15 year warranty is not accurate. “Shared expenses” is how they pass along their irresponsibility to the consumer.

When speaking to a sales representative from the store today, I was told, “Well, considering the age of your bed.” OUR BED IS THREE YEARS OLD! I’m not sure about others, but when I spend $8K+ on a complex piece of equipment, I expect service. Honestly, while we have enjoyed our bed, our repair/warranty experience has caused us to regret our purchase.

So, read the fine print, consider the high costs of service not part of the warranty, and ask for proof that what the salesperson is saying to you...