Sleep Number — Hotel in Louisville

AS A SLEEP NUMBER CUSTOMER FOR NEARLY 20 YEARS, I ENCOURAGE YOU TO FIND ANOTHER PRODUCT. THIS COMPANY NO LONGER CARES ABOUT IT'S CUSTOMERS. We have owned a Sleep Number bed for nearly 20 years. It was time to replace our bed and naturally we went back to the sleep number store. Everything was straight forward with the sales process. It is a premium product that comes at a premium price and one would also expect premium customer service. We selected our replacement bed and were given instructions on what to do as we waited for delivery (scheduled for 14 days for the date of purchase). The day for delivery arrived (we had been receiving emails and text messages for 2 days reminding us to remove the old bed and to be ready between X & Y time for delivery). 60 minutes before delivery we received a phone call from Sleep Number. They tell us they had an issue with our bed and it would not be delivered today. They could not tell us when it would be delivered (they would have to call back with that information). WHAT? The first problem this caused is we now have no place to sleep because we did what they required and removed the old bed. We expected them to actually fulfill their commitment to us as customers and deliver the new bed as scheduled (and they were confirming by email and text messages for the last 2 days). We spent the next 2 hours retrieving and then re-assembling our old bed. Once the bed was put back together, we went to the store to talk with the manager who sold us the bed. We paid nearly $4,000 on the spot for this product and thought maybe they could help us understand the issue. It is a premium product and as such one should expect to have a level of premium customer service. IT DOES NOT. The manager of this store, while a nice person, basically told us "can't help you, I'm not involved in that area of the business". Two weeks earlier he was telling us "my delivery team will be there in 14 days". Today they were no longer "his delivery team" and now he really wasn't involved. He told us he would send an email to someone, but not to expect anything. After that it was pretty clear he wanted us out of the store - thanks for caring. Next we get a call from some sort of "support" person from "corporate" who was again, a nice person, but could only tell us they would re-schedule a delivery in 26 days at the end of August. When asked why we were put at the back of the schedule line rather than try to make it right ASAP, afterall they failed to deliver and we did our part, the response with "well, COVID makes everything harder". Needless to say they communicated they only valued our money, not our time and not us as customers. Things happen and we understand that. How you respond to these mistakes is what separates the quality companies from the money grabbers. Clearly Sleep Number is only about the money these days. The local Westport Road store itself could care less - apparently that manager got his sales commission so please go away. The "company" itself could care less that they wasted our time or that failed to deliver. They just wanted us to start over in their process as if they did not have any obligation to us as customers to make it right. We cancelled our order and then they showed their true level of customer service. We were told not to expect our refund for 21 days. DO NOT DO BUSINESS WITH SLEEP NUMBER. THEY DO NOT VALUE YOU AS A CUSTOMER. If their customer service has devolved to this low level, I can only imagine that the quality of the product has also gone down. We will find another product to meet our need that cares enough to deliver on what they promise. What a disappointment this entire...

The purchasing process & delivery was fine, my less than 1 star review is based upon management not being true to their word & also ghosting me as their customer service strategy. What I detail below is unethical, disappointing & should be embarrassing for Sleep Number as a whole. At the time of purchase I was told by Hope I would get a 30% discount on a bed which was a future promotion. She spoke with her manager and they said that if I purchase the bed now (January 11th) through 24 month 0% financing and waited until the February promotion started (a week later) I would get the 30% rebate off the cost of the bed by calling into sleep number customer service because they have a 30 day price guarantee/price match. I went through with it, bed delivery was great, product is good. Wait until February and call customer service. They informed me that there isn’t a 30% promo only $1000 off (= 14% off). That’s a big difference. I called the store and couldn’t get anyone for two days. They were ghosting me. I know because they have caller id, cause Hope told me they do when I was purchasing + I called one time with my phone (no answer) and immediately with my wife’s phone and they picked up immediately. Gave me some lame excuse for that & then told me they can’t predict future promos. Great, but that’s not what you said when I bought it! I then called customer service again. They tell me it’s not going to change before the 30 days are up. I reluctantly have to take the 14% off. The next day I get an email that shows 30% off that bed on the website! Call customer service again, they tell me that’s not what the promo is and whatever you are looking at you can send in as a complaint, but that’s what you get. You’ll have to deal with it. I’m going to continue this and am looking at returning the bed out of principle, which is a shame cause the product is good. I just can’t support a company that allows this situation to happen with no...

On August 13, 2022 We purchased a sleep number New flex top king i10 360 ( shelbyville road, Louisville ky),along with the base and some other products, we were told that we could return these items if we were not satisfied , I am a healthcare professional, we both work long hours and was willing to pay a high cost for comfort and good sleep, well after two weeks we weren't satisfied, I began to experience worsening back pain and our sleep number scores were low, this was the worst bed I've ever slept on. We called customer service and it was at this time we were told that we could return the bed and not the base, we were never told this prior or during purchasing, who would pay $12k for a bed, base and items if they knew that the base was not returnable if you weren't satisfied? We have returned the mattresses and now the corporate office will not return our calls, since then I have started to do my research ( I should have done this prior to purchasing), I found multiple social media groups to include facebook that have experienced these same fraudulent practices that we are experiencing. I have registered a complaint with BBB. We are hard working, tax paying citizens and to be treated this way by a company that is supposed to be a reputable company is disheartening. To all customers please research any and every company before you purchase anything ! Find out what other customers are saying regarding a company's service and the way the company treats their consumers, everyone loves when things are great but it's important to know how a consumer is treated in the event that they are not satisfied with a product or service. Sleep number has failed us, My back is worse shape than ever before. I hope this review has helped someone. I only gave 1 star because there was not an option to...