Sleep Number — Hotel in Jacksonville

The in-store experience was great. I worked with James, and we left the store happy with the purchase. If I never had an issue with the bed, this experience would have remained constant as the bed is great when its functioning. When problems arise, post-sale customer service is complete garbage. They do not stand by the product and give you a runaround on every problem. I must wonder how they can be this bad and stay in business. I had an issue with my adjustable base malfunctioning for over 2 and half weeks and spent hours and hours on the phone with Sleep Number and their adjustable base manufacturer. They finally fixed it on July 8 after first contacting them on June 21. The Regional Manager over this store also doesn't care about customer service. I called and asked for him to call me (twice), and he referred me to their "Office of the Executive Team" instead of calling me back. That department is worse than regular customer service. They sound great on the phone and say they care and will work to fix things, but don’t. I say they are worse because I was expecting a higher standard due to the department name, but it’s no more effective than regular customer service.

So, think about this, when I read reviews, I read the good ones, then some bad ones. I think to myself that the bad ones are the worst thing that could happen to me. And then I consider if it’s worth the risk to do business with someone. Let’s face it, some of those “1 star” reviews out there are unjustified or just silly attacks at little issues that most people wouldn’t care about. Let me tell you, if you think it's worth having a lop-sided bed with one side stuck up and the other stuck down, then by all means take the chance. But I'm telling you with this review that it isn't worth the risk; go someone else, anywhere else. It's not worth it and their obstinate customer service attitude is mind boggling. That customer service issues are systemic; I've talked to probably a dozen people at this point and quite frankly the only person that I think ever cared were the people that answer the phone at the local store. I feel a little bad for these people to be selling a good product with bad support. The employees could do much better than working here, too. 5 stars for the store personnel, but 1 star for the Company.

Update - it was broken within 24 hours of fixing it. I posted the review saying they fixed...

Since the representatives of this location continue to give me the runaround or not responding at all about damages done to my home by their delivery team, I figured I jumped here and see if they’ll finally address the issue.

Bought a P6 bed 10/5- the process was fast and rep told us we could get the bed delivered by 10/9. 10/9 came and the delivery team arrives (two gentlemen) - the rep that sold us the bed told us their delivery team would move our current bed (also a sleep number bed) to the other room and would then install our new sleep number bed. However, the delivery team told us they couldn’t do that so my husband and I end up moving it to the other room. No big deal. However their delivery team kept making remarks about how they were in a rush bc they needed to deliver more bed and yada yada.

Whenever they brought up our bed to the second floor, they knock off the wall one of our shelves right in front of us and made it seem like it wasn’t a big deal. I told them it was a huge deal, the shelve they knock off the wall hit a wall and a door frame and damaged it.

The two gentlemen didn’t leave the bed properly installed so then my husband and I had to figure out how to sync it to the app and get it going.

I then contacted the store and was told to contact customer service which I did on 10/11. I’ve followed up 5x since then with both the store and customer service bc they told me I should get a call back from someone to explain to me what I need to do to get these damages taken care of and no one calls me back, no one follows up, the reps keep telling me they’re putting in “yet another claim and they’ll call me back” and now it’s been over a month and I still have no solutions. Please have your team contact me ASAP!

EDIT 12/7/23

I’ve called your customer service phone number 6x and every time it’s the same runaround - we’re going on 60 days since the damage took place and I have zero guidance or help on how to file a claim. If you’re going to answer my review with generic information, why even bother. Worst CS experience, unhelpful...

I originally went in to shop beds and met with Jimmy. He is very knowledgeable on the product and was fantastic. I was convinced this was our next bed but we were still about two weeks out before we could order. The next day I submitted a lead for pre approved 0% financing and it went through. However I did not receive any follow up from the store.

About two weeks later I was in the Orange Park area and decided to stop in to finish my order and financing. Walked into the Orange Park store and had it done within 30 minutes without issue. The next day I get a call from Jimmy asking if I am ready to complete my purchase. I told him I did on Sunday at the Orange Park store.

He proceeded to lecture me about how he gets commission on his sales and that "being in the car business I would think you would understand." This was an interesting statement to me. "Well you could have called." Sorry its not my job as the customer to follow up with you the sales person to make sure I'm helping you earn your commissions.

In the car business if you don't follow up with your customer after 72 hours it's a free for all. I had not heard from him in two weeks. Also the Orange Park store gave me a better deal and they worked off the quote that he had saved in the system. He very pointedly told me "well you could have called" but I guess you could have...