Sleep Number — Hotel in Katy

If customer service had the same quality employees as this store does, then sleep number would not be loosing a customer today! I own 5 sleep number beds and have been a customer since 2015. Recently one of the air pumps stopped working on one of the beds, so naturally I called customer service. This bed is only 8 years old and is in excellent condition, so it was very surprising to have the air pump stop working all of a sudden. After several calls and "escalating" the situation to a supervisor, I was told that I was been offered the best discount and I could explore other options if I wanted to. Here is what they offered me: to replace the pump, I would need to pay $406. According to them, the price on the pump is $720 and my warranty gives me a 48% discount, so I would have to pay $379 plus taxes and shipping which would come out to $406. This is a bed I paid $900 in 2016! I find it hard to believe that the pump is $720 and the mattress is $180. I was told that the "newer" models have cheaper pumps that are only $300 or $400 to replace. Something does not add up for me and there response was basically go ahead and leave, we don't really care. My other option as I was told, was to "seek optional options". Basically buy a pump online and hope it works or even better upgrade to a new sleep number bed! Well, I will be taking my business to a competitor since they don't care if they loose people at sleep number. It's just funny that I had an issue with a vacuum that is out of warranty by a few weeks and I had to make a call today as well, I called them once, I spoke to one person, the conversation was extremely pleasant and guess what, they made an exception and are sending me a replacement part for free! I was blown away and you better believe I will continue to buy...

I would give a zero star if possible. My husband and I have had a sleep number bed for many years so we recommended it to my mother in law who is living with us now. First she received the wrong type of mattress - she wanted a single queen but was sent the divided, two twin mattress. When she tried to call for an exchange, customer service was rude and unhelpful. We had to call back a second time to talk to someone else. We got the second bed in and when the men were delivering the bed, they informed us that the $200+ pad that the in-store salesman had said was mandatory for the warranty was NOT required after all. When my mother in law tried to return the bed later, they said that they would not take back the bedding and admitted that it was not required for the warranty. After trying the bed for two months, my mother in law decided she was going to have to return it as it did not work for her back. She was told at that time that she would have to pay for each return sticker that would be required on each box needed to mail off the bedding. By the way, be aware that if you by the flex frame, that is NOT refundable. I realize this was probably somewhere in the paperwork she signed when she purchased the bed but this is a $2000 cost so just be aware...Finally, when the men came to pick up her returned bed, they asked if she wanted them to take the frame. She stated it was not returnable and they said "we know, did you want to donate it?" Each time she had to call the company they were very unpleasant,...

We purchased our bed and base over a week ago at this location. So far I'm disappointed in the customer service or lack thereof, not specifically in regards to my experience in the store but in trying to modify my order. I've been trying to upgrade my order to an adjustable base. Apparantly this can not be accomplished in the store. I was told by my Sales Rep that only customer service can do it.. Not only is it near impossible to get a hold of anyone in customer service, when I finally did, we were disconnected and the rep did not call me back. I chatted with a rep at SN on their website who promised a call back, still nothing. Left my phone number several times for a call back when I called, still nothing. If I ever do get a call back I'm really inclined to simply cancel. So frustrated and don't understand how a business can operate in such a manner. If I'm spending a few thousand on a purchase and wanting to spend even more, I would expect that the experience would be much better. All I...