Sleep Number — Hotel in Concord

This a warning to anyone considering a sleep number bed, DO NOT BUY FROM THIS COMPANY. My mattress was delivered yesterday (Feb 9 2021) and it was defective on site. One air chamber is defective and noted on the account by the installer. I called the store same day because customer service insisted it was the pump and not air chamber, and that individual tried contacting the senior sales rep Rachael who I made the original order with, I was told I would get a phone call back yesterday and just like that I never got any phone call yesterday or (Feb 10 2021) today. Supposedly my order was going to be sent out next day air. As of 6pm today that expedited wrong part is still processing and has yet to ship. After suffering from the worst night of sleep of my life I called customer service again, they had me pump up the defective mattress all the way and plug it off to test it, well just like notes from the installer said from the day of delivery it deflated over a couple hours without any use. To repair/replace the air chamber its 3 to 5 business days to receive the part and 2 weeks for a technician to show to repair the brand new bed. I felt this unacceptable as the bed was defective on the first day so I wanted to process my return, the rep on the phone basically started yelling and verbally assaulting me for saying my bed is defective and that I signed a contract and the platform is nonrefundable even though it was delivered defective day one. I suffer from severe PTSD and these interactions are very detrimental to my mental health, if you suffer from something similar like served in the Military definitely stay away from this company. I should have spoke up and had them remove the mattress and frame right when it was showing a defect. I don't even know the nightmare I have ahead of me getting this garbage returned. I wish I looked at the BBB before I purchased from them. People face weeks long nightmares and eventually get a resolution or refund. I think that's my next step. After watching the technician take apart the bed 3 separate times during install there's really not much to these beds. I'd say a couple hundred dollars in parts and materials and they mark it up by the thousands. Also reading the details of the warranty, it is a 1 year warranty and a limited 15 year warranty which they never disclose at time of sale, very deceptive. A replacement pump is 600 dollars and a replacement air chamber is 400 dollars, the bed has 2. If I had seen the inner workings before purchase I would have ran the other way. I suffer from severe back issues. So unlike sleep number I don't take my discomfort lightly.

As of today (Feb 11 2021) I have not received any contact from Sleep number or the Store from which I was told they would get this sorted. Once you get sold this product those sales people don't care at all for your experience.

I finally received a call from someone from corporate on Saturday (Feb 13 2021) morning. They agreed to process my full return and to look into the returns agent that verbally assaulted me.

As of today (Feb 16 2021) They picked up the bed and frame without issue. The techs identified that my particular bed was defective a lot. No surprise there. I have yet to receive the refund though and will update this review once...

This store deserves no stars. My husband and I walk in and all the employees look at us with no greeting. We walk around looking at the beds sitting on them and still no one introduced themselves until about five minutes later which seemed to be the person in charged. She begins asking us questions assuming we can not afford to purchase the beds so therefore she shows us their cheapest sleep number. Once making conversation and trying to see if were able to afford a bed there she says that she will need to run our credit to see if we even qualify for a bed. Mind you we mentioned that we’re not ready to buy were just seeing if sleep number is the bed of our choice. Still making it seem as if she needs to run our credit to even show us the more expensive beds 🙄 I’m thinking that’s not right. So anyway my husband runs his credit and of course we qualify so now there is a change in her attitude she’s showing us all the bells and whistles. We still mentioned that we’re shopping around and still unsure and that we would come back because our movie is stating. Long story short she ended up offering to stay open after store hours to sell us the bed, told us to just purchase the bed and we have x amount of days to change the bed, asked for my husbands number to call or text him with more info and then text him during our movie by the way we was 20 minutes late too. To say congratulations on your baby and I hope to hear from you. This is like 8pm during the movie. Last she begged that when we do decide to buy come back to her because they only get paid off commission. This day we were judged by our race and age and now we are stuck with a sleep number credit card that we did not apply for. We ONLY agreed to run credit to check our approval for one. Wth are we going to do with a credit card for a bed. The worst customer...

I’m giving two stars because I’m trying to split this review. I have nothing bad to say about this store they are great and we had a great experience. However we chose to purchase a I LE smart bed 360 king-size about a year ago. With that I give one star and I would give zero if I could. We purchased a bed 12 years ago that was king-size from Sleep Number that I LE special edition and it was the most comfortable bed ever. So we thought what the heck why not buy a new one which was the ILE special edition at the 50% off sale. What can possibly go wrong if the first one was so comfortable how bad could the second one be. Within a year I have created more back pain and more aches as my wife did. We noticed the new ILE special edition bed is very cheaply made compared to the original one that we purchased. Stay away from the bed save yourself the trouble. Tried calling customer service to see if they could prorate a new bed or a different one to fit our needs. They told us know so I am throwing the bed in the garbage and purchased a purple mattress. Go to purple before you go to sleep number it’s just the best thing you could do. We have three Sleep Number‘s in our house and all of them are going into the garbage because support customer service. I really took one to the Dumps the other two are in the process. We have a purple mattress in our RV I should’ve bought purple to begin with and not Sleep Number. That’s all...