Sleep Number — Hotel in Houston

Poor customer support! Deceitful practice! I purchased a mattress, box spring, and frame 3 weeks ago. Prior to purchasing these items, I told the salesperson I was concerned about buying the frame until my bed arrive because I might not need it. She told me I could return it if it didn’t fit. She didn’t tell me Sleep Number would charge me $250 for the return item. After, I got my bed and realized it didn’t work with the frame, I contacted the store. The manager told me to call the corporate office and they would schedule a pick up. I called the corporate office and was told they will deduct $250 from my $300 refund. I was flabbergasted. To make matters worse, the manager at the store that I purchased the items said he couldn’t do anything about because it’s a corporate issue. I called back the corporate office and asked for a supervisor. A woman came on and said she is the supervisor and that’s all that she will do. She also refused to let me told to her manager.

So here I am with a bed frame that I was assured I could return if it doesn’t work. I was reluctant about buying but was assured it could be returned. Now, I’m stocked with a bed frame that useless to me. I find this to be very deceitful. I was assured that I could return the item. That has changed to me only get $50 out the $300 that o spent. Don’t trust anybody in this organization. They are deceitful crooks who don’t care about the customers. I am contemplating return everything. My decision is made but my wife is still contemplating it. There has to be better companies that sleep number. NEVER AGAIN!

Response to your reply. Why would I waste my time calling your customer service? I did that twice. The last time I spoke to Rena who said the buck stop with her and regardless of what I was told, you would be charging me $250 for returning the frame. She said she was the highest level that I could go in your company and what I was told before my the purchase wouldn’t change anything.

It seems that your employees are the ones who need to be updated on your return policy. Don’t tell me I can return something then less than two weeks later tell me it will cost me $250. That’s either lock of knowledge or your return...

We purchased the Sleep Number King Split Top Adjustable Mattress with high hopes, but unfortunately, it’s been a disappointing experience. Within the first 3 months, we noticed an uncomfortable gap between the split top, which only worsened with use. Now 6 months of use we find car sales gravitating and sinking in the middle of the bed. We love the adjustable settings and knew a gap may be an issue but not to this degree.

Within the first 3 months, I contacted customer service to report these issues. To our surprise, we were told we’d need to pay a diagnostic fee upfront for a technician to inspect the bed, otherwise the alternative was for us to diagnose ourselves by troubleshooting and dismantling the bed. While they mentioned this fee could go toward the repair if a fault was found, this contradicts what we were told during the sales pitch. At the time of purchase, we were promised a 1-year full warranty with free service—clearly, that was misleading.

We feel misled and disappointed in customer service. A bed at this price point should come with better quality and honest support....

The delivery and customer support are so bad that my story would sound made up. The store sales people and delivery people were fine. What happens after the order is absurd. My order was changed in the system, I had the printed receipt with correct info, after a 3 week wait I got the wrong bed. Delivery person called the main support number, they told delivery it was my error. Support would not allow us to send a picture of my receipt to clarify, they said I didn't have one with that info on it. They offered to sell me another more expensive bed, plus delivery. When I asked to speak to a manager I was put on hold for 98 minutes until I hung up. Had to bring receipt to the store to fix it. Then told it would be 3 more weeks to deliver the right bed, but they won't charge me a second delivery fee. I just have to take another day off work to wait for them again. Support offered no apology, acted like they did me a favor. The home office of this company is beyond incompetent, they are argumentative, and non thinkers. May be time to consider another...