Sleep Number — Hotel in Lexington

Once you pay for your bed the customer service is horrible. After a month of cancelled deliveries we gave up and cancelled our order.

We bought a bed from the Fayette Mall store in Lexington at the end of January. Our Sales Representative, Steve, was friendly and helpful throughout the process and the delivery was scheduled for 12 days later. When the delivery date arrived, as we were taking apart our old bed to get ready for the new one, Sleep number called and cancelled the delivery. Worse, they proposed a new delivery date that was a month out. We called Steve and he helped us get another delivery date that was sooner — just a week later. Unfortunately, the ice storms hit and the second delivery had to be cancelled as well, which is certainly understandable.

So a third delivery date was set for early March. By then it had been a full month since we purchased our bed. In preparation for the delivery we made work arrangements for someone to be home to accept delivery and we disassembled and moved our old Tempur-Pedic to make way for the new bed. But a couple of hours before the delivery window, Sleep Number cancelled the delivery again without any explanation as to why. The weather is fine now. We were then provided a fourth delivery date another 17 days later. Assuming that Sleep Number actually delivered the bed on that date, we would have received it 50 days after purchase, which is absurd for an item that is this expensive and that they were prepared to deliver initially within 12 days of purchase.

It is clear that the delivery our bed was not a priority for them and that it was perfectly fine to kick us to the end of the delivery line each time they arbitrarily decided to cancel. Worse still, they cancelled at the last minute, and only after we had disassembled and moved our old bed; needlessly wasting hours of our time and trouble and after having made work arrangements to be at home to meet them.

I called the Fayette Mall store to request the refund. They will take your money at the store, but they won’t lift a finger to help you get your money back. Instead, they gave me a number for their customer service call center. When we cancelled our order Sleep Number really didn’t seem to care; not about the trouble that they caused us or that we were so frustrated by their terrible customer service that we were willing walk away from an expensive item that we were looking forward to receiving.

My takeaway from all of this is that I think Sleep Number may have done us a favor in the end. If Sleep Number Customer Service is this inconsiderate and unreliable in the delivery of its product, I can’t imagine that it gets any better if something goes wrong with the bed. If you’re going to spend this much money on a bed, I recommend that you...

This is the worst mattress I have ever had in my entire life, I wouldn't recommend it to anyone. The product is bad, the customer service is bad, and the staff are only concerned with their bottom dollar. I bought an I10 adjustable sleep number mattress about a year ago. 80 days in the mattress would no longer stay inflated. When we went back to the store to try and have it fixed, we were jerked around until after our 100 day trial period was over with slow shipping speeds and because they didn't even send the right replacement part and then we were told that there was nothing they could do to help us.

It was only after I began telling every customer in the store about my experience with them and their product that the manager finally came to speak with us, however at first she was threatening to have me thrown out of the mall, for simply telling people of my experience, however after coming to the realization that that may not be the best way to handle the situation they informed me that there was a "special" customer service number for my mattress. I don't know why I wasn't given this number initially and I don't know why I had to tell people of my experience to get it.

Overall this is a terrible mattress that will not stay inflated, the Bluetooth connection used by the app is unstable (they will try to blame your phone), I now have shoulder pain in the shoulder I sleep on which I am attributing to this mattress, and the staff is nice enough, but only when they know they can make a dollar off you.

Do yourself a favor and just buy an inflatable mattress from Walmart, you'll save some money, and get the exact same...

Melinda in the store is great. Couldn't ask for better service and help. Sleep Number customer service and delivery is by far the worst and most ill equipped company I have ever dealt with. I waited several weeks for my bed. Upon delivery, and being told to customer service, it was a 3rd floor delivery, no one comes out to measure or ask for any type of measurements. The day of delivery they were unavailable to get the bed to the 3rd floor. It became my problem to rent a lift to hoist it to the 2nd floor deck in order to get it past the 1st set of stairs. When rescheduling the delivery I was told next available date would be another 4 weeks. This delayed getting my carpets cleaned and me getting my current house on the market by a month costing me another months mortgage for 2 houses. All could have been avoided if a large company such as Sleep Number employed a front man to proceed delivery and they carried lifts on the trucks. These aren't $200 dollar beds, these beds cost thousands of dollars. Their shear lack of basic customer service and care will probably have me return the bed prior to my schedule...