Sleep Number — Hotel in Geneva Township

Over all experience is not good. We got sold on an adjustable base that I later discovered wouldn’t work with our furniture. The rep never asked about our furniture. They suggested keeping the base and removing the drawers from our bed. I didn’t want to remove the drawers from our bed, we use them. Besides that there would be two holes at the end of our bed. It was also suggested we could take the face off our drawers and glue them on. If I’m paying that much for an adjustable base I’m not going to also ruin my furniture. I got declined for synchrony financing- I haven’t been denied for anything since I was 18- come to find out in a letter it was because my birthdate was entered wrong. Literally says denied because “under legal age”. I’m 40. So I ended up being approved for Vive financing. At no point was it explained that this is a credit card. I don’t even think the employee knew. After returning the base, I went back to the store to get a reprinted bill with the new total. That was Sunday, Monday I called and told them I would prefer to not do the financing at all and just pay for the mattress in full (still didn’t know it was a credit card). They said they would check it out and call me back. They called back the next day (Tuesday), but not with an answer- they forgot why I called. I reminded them and they said they would call/ text me in 10 min. They never called me back. Then, I got a credit card from Vive in the mail which I wasn’t expecting. Logged in and come to find out, not only do I have a credit card I don’t want, it has a $59 annual fee that was never mentioned to me! I should have been approved for synchrony bank to begin with. I went BACK to the store Saturday (still no call) where they told me they can’t do anything about changing the payment and I would have to call customer service. So I did, where they told me they can’t do anything because the order is closed! So had they called me back before, would I have been able to change it? When was the order “closed”?

I work in customer service- in hospitality- I understand that things happen. I was understanding about the miscommunication with the adjustable base. And the suggestions about taking my furniture apart - which by the way when I mentioned I didn’t want to do, the attitude of both reps at the store made it seem like I was the one being unreasonable. I was understanding when they didn’t call me back the first time and then forgot what I wanted. Even the second time. But I am very unhappy with this credit card I don’t want with an annual fee. I don’t understand why they simply can’t allow me to pay with my own credit card. And there seems to be nothing anyone can or is willing to do. You could have knocked off $59 off for not telling me about the annual fee? Something? I certainly hope this mattress is worth all the hype.

Follow up- it was not. I slept on my couch for a week before I could get it picked up because I woke up everyday in pain -no matter how soft or firm it was. It’s a glorified air mattress.

There was also a fee for returning it of course. I ended up paying $309 out of pocket after the credit card fiasco and the return for the mattress. Which was also never explained to us- pretty sure he said there was a trial period and no charge for the return due to their holiday sale. Their policies are terrible, and unfortunately, their customer service isn’t any better.

Now this all happened a while back and I decided not to post then because I didn’t want the young guy who was working at the store to get any sort of trouble. He did his best, but he was clearly not trained properly. And there was no manager working at the location at the time.

I’m not a huge fan of writing negative reviews- in fact I think this is my first one. I actually try to only write positive ones because I think good businesses deserve to be built up. But this was a disaster from start to finish and if anybody asks me my opinion on a sleep number - you better believe that I tell them. This company really needs to get their...

I initally composed a review giving this store a 5 star rating, but several unfortunate circumstances transpired after the review, thus I have to change the rating to a 1 star and remove my initial comments. The past several weeks I had to communicate with Sleep Number customer service since the size of our i8 bed was too big for our bedroom. When I contacted customer service it was brought to my attention that the 2 frames we purchased were not exchangeable or refundable. My wife and I vivdly recall during a conversation with our salesperson Sheryl that she stated we have 100 nights to exchange our bed, but we would have to possibly pay a $200 delivery fee. What Sheryl neglected to advise us that the frames were not exchangeable or refunable including that the frames are not manufactured through Sleep Number. It made more sense about the frames when I completed the warranty information online and it directed me to the manufacturer, but I never questioned it. After a few phone calls with customer service to exchange our bed to a queen size I decided to file a complaint with the BBB (Better Business Bureau) to intervene. I received a correspondence from the BBB via email and on one response from Sleep Number they noted that our salesperson advised us about the frames regarding the exchange/refund policy. This statement is completely false. However, on one phone call and a statement from Sleep Number to the BBB it was brought up that we should have read the "fine print" before we signed. I unconditionally agree that we should have read the entire contract, but as many of us consumers know we get caught up in the moment and confide what salespeople tell us. After numerous conversations, i.e., phone calls and emails, my wife and I agreed with what Sleep Number offered us in which it will cost us $700. I wish not to illustrate what was agreed between both parties since Sleep Number stated that it was an "unusual exception" and do not want them to rescind what was agreed. I highly advise that if you are considering to purchase anything from Sleep Number to carefully read the terms and conditions before you sign. Additionally, I advise to do your research before you invest hundreds or thousands on your purchase. I am not stating whatsoever not to consider purchasing a Sleep Number bed or product, but be very careful what the sales person advises you or does not advise you. Since Sheryl omitted to advise us of the very important caveat about the frames, we can no longer trust her especially since she neglected to omit the truth with her company. As for having to pay the $700, we have no qualms paying the $200 delivery fee, but the additional $500 is very difficult to swallow especially since it was not just our fault, but the Sheryl's fault too. This will be our last time purchasing from Sleep Number due to these unfortunate events. We hope Sleep Number will reconisder charging us $500 and I will reconsider amending...

STAY FAR AWAY FROM THIS STORE! INCOMPETENCE REIGNS!

I talked my girlfriend into coming in and getting a sleep number bed. The 3 year zero percent financing was a selling point and she moved forward with the purchase. The “manager” Melissa checked her out and could not seem to enter her name or email into the system. After several attempts she finally got it to go through because she had no idea how to use the system. I was supposed to get a credit for a referral but that was a minor point. (It never came) Fast forward to the credit card being delivered and the last name is not correct. It’s a completely different name. We call the store to have it corrected and “Melissa” tells us she messes it up all the time and it’s no big deal. Well it actually becomes a HUGE deal. Melissa forgot to set up the 3 year no financing so the debit was for the FULL AMOUNT of the bed. Over 8 THOUSAND dollars taken out of her checking account completely draining it. You would think a quick call would resolve this but no. They say 3 weeks for a check to clear this up but of course it’s the WRONG name so the bank won’t cash it. We are told it will take 3 week to change the name THEN another 3 weeks to get the check. So she will be out $8,000 for 6 weeks. We have called the store multiple times and she refuses to call back. Calling anyone that has any authority at Sleepnumber is almost impossible. STAY FAR AWAY FROM...