Sleep Number — Hotel in Contiguous United States

On October 30, my wife and I visited this Sleep Number store and was greeted by Tim C (the store manager). We were immediately impressed with the steps the store had taken for Covid-19 precautions and Tim began to educate us on the available Sleep Number mattresses and questioned us about our sleep preferences. After spending some time trying out the mattresses, we made a decision and placed an order. Tim gave us a few available delivery and installation dates and we choose one that matched our schedule and we left the store feeling really good about the decision we made. Ok, so here is where we began to regret the decision we made. On the morning of December 5, which was the scheduled delivery date, I get a call from a Sleep Number representative who says my delivery date would need to be rescheduled because the bed was still in Jackson, Ms. Now keep in mind, I had received two text messages confirming my delivery during the week and now 2 hours before it was supposed to be delivered to me, they realized it was in Jackson, Ms. The next available date would be on December 29. I advised the representative that the date he was given me would not work for us because we had family coming in on December 19, for the holidays and we needed the bed that we were told would be there on December 5. He advised me that they would do their best to work us in before that, but he was told to put us down for December 29. How is it fair that a mistake that was made on their part caused us to go to the bottom of the list? You would think that special attention would be given to this situation to ensure the customer was happy even if it meant working after hours. We have already donated our bed and we are currently sleeping in our spare room. I called Tim on December 5 and he had already read the notes on my account and he said, “ I really do not have a good answer for you of why this happened”. I asked if there was anything he could do to expedite my delivery and he said he had emailed his boss to see if he could do anything because he worked in the retail section and they would not listen to him. So be aware, it appears that once the sale has been made, delivery and service after the sale is totally out of the control of the personnel in the retail store I will be updating my review as we progress through the process, but at this time I am not confident in the delivery process or on any service that may be required after delivery. I have ordered a $300 mattress to use while I wait on my bed. On December 8, after posting this review on the Consumer Affair’s website, I received an email from Sleep Number online customer care that apologized and ask for my order # and contact information. They then said it will be shared with their managers and someone would call me in 4-5 days. On December 8, I placed this same review on the Sleep Number website and it was removed a very short time later. I received an email that stated our team has reviewed your review and it does not meet our guidelines and therefore it will not be published on our website. No wonder the reviews on their website are majority 5 stars with a few 4 stars. Since they were not specific about what part of my review did not meet their guidelines, I can only assume it was the fact that I only gave them 1 star and was critical of their service. Update: I was contacted by a costumer satisfaction consultant from the Sleep Number corporate office. He was able to move my delivery date up to December 23 and give me an account credit for the cost of the temporary mattress I had to purchase. I will edit my star rating accordingly and do a final review when the bed arrives. Update: We received the bed as promised on December 23. After spending 4 nights in the bed and making adjustments to my sleep number, I had the best night sleep I have had in years. We are very appreciative of the work the Sleep Number representative did to rectify our issues and we hope to have many years of restful sleep in our...

I wish I would have read reviews before attempting to purchase our bed. I say attempting to purchase because the bed never could be delivered because of the huge disconnect in communication in the company. The sales people at the store are just that: sales people. Good luck with even getting the bed delivered after you make the purchase.

The salesman at the Covington store told us if he happened to have any issues with delivery to call him. So after the delivery didn't happen on the first date, I called the salesman. He said he would try to get help and call me back. Not only did he not help, he did not call back. I called Sleep Number directly to reschedule the delivery and confirmed via online and phone the day before the delivery date. The date of the delivery came and Sleep Number apparently outsources this service. They brought the bed in and set it up and it was the wrong bed. Not only was it the wrong bed, but our bed never did make it on the truck. I told them we would keep this bed and for them to go back to the warehouse in Metairie to get the new bed-they could not because the warehouse is closed on Saturdays and whomever loaded the beds did not load ours. (Keep in mind we had to use Google translate to communicate with the delivery people because they did not speak English very well).

I called the Covington store again, talked to the salesman again, he said he would work with the District Manager to rectify. He did not. He again did not call me back. I called Sleep Number directly again, they could not rectify and could not give me another delivery date sooner than a month away. I told them to cancel the order that I would not be purchasing from them and to refund my Synchrony Bank card that I had place the order on. They said the refund could take a few days.

This all happened about a month ago and the charge is still listed as pending on my card. I've called Sleep Number several times to have it refunded or removed as pending and to even place the charge on the card so I could dispute it (as instructed by Synchrony Bank). They still have not. This is now having an impact on my credit as I have a large purchase pending on a card that I cannot pay down because it's pending-make it make sense!

In summary, I cannot speak to the comfort of the beds as we never were able to even get it delivered. The sales and customer service...

Update: after receiving an update my review, I tried one more time to make things right with these people and after spending a half hour on a phone, I hung up the phone out of frustration. Please note their reply is a canned message trying to show that they really do care, but that is not true. All I got was the runaround again.

Horrible customer service we purchased the most expensive bed they have Climate 360 CA King Split $15000.00. The initial set up went well. I failed to tell them to lower as much as possible because we have a dog and it was a little too high for him so when I called I told them I had no issues paying for someone to come out because it was my fault they didn’t lower. So they come out and lower it and my husbands side is kind of angled and his side was not warming properly so I called back and they wanted to charge $200 to come out and look at it. I told them they could come pick it up then so the return department waived the $200 and a great tech Matt came out apparently the people we paid to come and lower it left some of the things in it and therefore that is why the mattress was angled. Matt also said someone would be calling with replacement part etc. that never happened so last week I tried calling and I go through the whole story and we get disconnected. She never called back even though she had verified our account. So I called again today and in theory they are coming out Jan 9. I told her how much time I have been on hold and the horrible experiences and asked for a credit to promote good will. All I got was no, we don’t do that. This is the 3rd SleepNumber we have had and overall it is a good product but the customer service is truly horrible. If any other issues come up they can come pick it up (our 100 night trial ends mid January). This will be our last Sleep Number bed. Their prices have skyrocketed where the customer service has really declined. The fact that they expect you to pay $200 to have someone come check the heating element is just outrageous.

A very...