Sleep Number — Hotel in Hickory

This review has a happy beginning and an unhappy ending. Note that I have not received my bed and that it is scheduled for six weeks out. My wife and I received excellent service at the point of sale. Our sales associate Adrienne was winsome and engaging. She was helpful and knowledgeable about the product. We cheerfully purchased the bed, some accessories, and a headboard.

Two days later (Monday following a Saturday Purchase) we decided we did not want the headboard and preferred to purchase one someplace else. What I thought would be a simple call turned into a nightmare. Our cheerful salesperson Adrienne told us in no uncertain terms that any purchase of furniture was nonreturnable and noncancellable and that she had no authority whatsoever to make this change. She provided a customer service number.

This number reached an automated system with the tired recording of “due to unexpected call volume...” and then a long 30-minute wait. Most people would have hung up by then. Of course, this was not the right number for this problem and I was referred to a customer service agent at headquarters in Minneapolis. This was another 800 number with the same “due to unexpected call volume...” followed by a very long wait and an intransigent customer service agent named Breck, who informed me that in the miasma of pages of obtuse legal language in four-point type, there was a clause that said to the effect, no cancellations with no exceptions. She said she would contact the store to see if I had in fact signed the contract, and that if I didn’t, I could cancel. This obviously was a toothless offer because I would not have received the acknowledgement without having signed the contract.

Here is the ultimate irony. The manufacturer does not have the materials to make the headboard and there is a six-week lead time to make and deliver it.

Suffice it to say my wife and I are disappointed and unhappy. We invested a considerable amount of time and ~$8,000 in purchases at the store. I probably spent another four hours trying to communicate with customer service to solve the problem. It seems very unreasonable to me that they could not accommodate this simple request.

As I noted, it will be six weeks before I receive the bed, so I cannot comment on the relative comfort. I can say did this upset me enough to lose sleep. This is a cautionary tale to anyone who reads this. The “in home trial guarantee” is a hollow offer. The instant you sign the contract you are keeping the base and any upholstered furniture no matter what. Customer service is hard to reach, obdurate and uncompromising and really offers no service at all.

I am hoping that sleepnumber will wake up and come to its senses, and resolve this problem so that I can rewrite this review in a more...

2/3/2025: My wife and I visited our local Hickory, NC Sleep Number store as they are currently (at the time of this post) having a Presidents Day sale on their beds. We found their Limited Edition Queen ILE Sleep Number Smart Bed on sale for 50% off. We checked it out and decided to purchase. Our sales person, Kendall was fantastic, wasn't pushy, and was very patient. After we made the purchase and arrived home, we noticed an error on the invoice for the delivery charge. We requested "Home Delivery Doorstep for $150. Unfortunately there was an error and we were charge $250. I texted the store and in the mean time went online to chat with their customer service which I believe was in Minnesota. The customer service person (Mary) I chatted with seemed to have a limited grasp on Sleep Number's Shipping and Delivery Options; she stated that I could not do my own install and the price I was charged was for delivery and setup. I explained to her that my invoice clearly stated that this was a doorstep delivery and that I was doing my own install. After I copied and pasted each level of delivery and cost for each, she asked that I call their 800 number; so, I was left without resolve at that point. In the meantime, Kendall texted me and said he would contact corporate on Monday and would get the extra charge resolved. Today, Monday, Kendall called to tell me they successfully revised the charge to the original $150 doorstep delivery charge. If you're interested in Sleep Number, please visit their Hickory store, they are professional, will not push you to make a sale, and you'll be happy you bought from them.

UPDATE 2/8/2025: We received our new bed this morning and it is now set up and ready. The folks that delivered our bed were on time and friendly. On top of that, on 2/6/2025 I received a call from Sleep Number customer service and they said once I receive delivery to call them and they will send me a check in the amount of the delivery fee of $150 plus tax ($160.13). So far this has been a great experience with Sleep Number; I highly...

I had bought a C2 model mattress back December of 2019. I will say the staff where extremely friendly and professional. The whole buying process was very easy. I had the worst delivery experience. They had brought my bed in after I drove a hour home from work for them to set it up which isn’t a issue. However, they bring everything in and they cut rips in my old mattress to carry it out to there truck easier, which is understandable since I no longer need it. But what was frustrating was after they ripped my old mattress they bring everything upstairs to the room and they can’t fit the box spring. So I am without a bed for 3 weeks. I had to sleep on my couch until it came in. Now of course after talking to several supervisors they agreed to buy me a air Mattress which Is fine. But I had hardly any sleep through the whole process of custom ordering a split box spring. I will also say it is a nice built mattress but it really is a $2,200 air mattress. I encourage everyone to do more research...