Sleep Number — Hotel in Meridian

UPDATE 7/2/19: Replacement pump solved the problem. Not sure what to do with the old pump as no instructions were given. Up to 3 stars. The experience at the store was great and I was very excited to receive my SLEEP NUMBER 360® PSE SPECIAL EDITION SMART BED 1 1/2 weeks ago. I have had multiple disappointments since the purchase.

First we were told that the bed had to be installed by Sleep Number at a cost of $199 with the reason that it was a complicated installation. The installation was far from complicated and could be completed by the vast majority of individuals on their own in just a few steps which included unboxing the pump and putting it in the base, plugging in the air mattress tubes to the pump, plugging in the bed, and activating the software. Nothing complicated at all.

The next issue became apparent when I woke up in a HUGE trench the next morning. The thought was this can't be right, so contacted customer service through chat and was sent a link to a troubleshooting procedure to try to figure out what was wrong. The webpage for the procedure didn't work, so was unable to access the instructions specific to my bed. After two more chat sessions I finally received the trouble shooting instructions in a different way and found out I had a three day long troubleshooting event ahead of me. After following that procedure and my own experimenting, I determined that when one of two different features were used, the ability to adjust your sleep number while in bed or use of the "Responsive Air" feature, both resulted in the large trench, which was basically most of the air leaving the mattress. This would happen within a couple of minutes of using either feature. So at this time I cannot adjust the sleep number while in the bed nor use the "Responsive Air" feature.

Customer service was contacted again and after detailing what I had found, they tried to indicate some loss of air was normal. I explained that what I was experiencing was in no way normal and was finally able to get the representative to understand the issue and they indicated they would need to send me a new pump. I feel like I've finally made some progress.

Next problem, asked for an ETA on the pump and was told 3 days. When I received an e-mail about the part I was surprised it was being shipped UPS ground and no tracking number was provided, so back to Chat and this time was told, "You will be updated when it ships. There's a day or two processing time and then the order ships." and the chat disconnected. Obviously not going to have it in the original three days indicated. Opened another chat and was told, "So you ordered this order this morning, so it would not have shipped yet. It ships within 3 - 5 business days. After it officially ships, you would get a tracking number from UPS." Shocking and my response was, "It is extremely disappointing to have a defective bed at time of delivery and then have to troubleshoot the problem and then wait over a week to receive a replacement part. I am shocked it isn't being sent immediately!" The response was "My apologies, ..., I could alter the order so it is on the fastest shipping at no cost to you. That would be about 2 -3 business days." and "I am sorry we can't ship faster, we have to send it to UPS and then they ship it out." I appreciate the change in shipping, but believe a company that has been in business this long should have problem solving down and send out warranty replacement parts overnight. So disappointed! At this point the chat session closed again. I opened a third chat session to check and see if the shipping method had been changed and was told it had been change to UPS next day air. I received a second order confirmation indicating that now two identical replacement parts were being sent both via UPS Ground. I am so frustrated and am hoping that information is incorrect and rather the one needed part is coming via next day air.

I am trying to get the bed to meet my needs, but almost two weeks in it is not looking good. Will update my review as...

I want to share my experience with Sleep Number, which started off on a fantastic note but has unfortunately turned into ongoing frustration—with some hopeful progress toward resolution.

The buying process was fantastic. The salesman, Kris, was exceptional—he checked all the boxes and helped us finalize our order seamlessly. An agreed-upon delivery date was set, and I felt confident about the process. However, that confidence was shaken due to a last-minute change in the delivery schedule.

For the past three weeks, I received multiple emails, text alerts, reminders, and confirmations, all pointing to a delivery window for TODAY. Just prior (2 hours) to the delivery window, I received yet another confirmation—only to notice that the date had inexplicably moved to next week. This change, made at the last minute, caused significant disruption. My family had adjusted our travel plans to accommodate today’s delivery, and now we’re forced to rearrange flights and schedules for what feels like an uncertain new date next week.

That said, Kris reached out personally with some honest and very constructive updates about what had occurred. He explained that Sleep Number is actively triaging issues with slipped schedules, not just for my delivery but for several other local customers whose plans were also disrupted today. His transparency and effort to keep us informed went a long way in restoring our faith.

Additionally, Sleep Number has been in contact with the third-party delivery service and has tentatively requested that setup and removal fees be credited back. On top of this, the local Sleep Number store is offering additional bedding as compensation for the inconvenience. These steps show that Sleep Number is serious about making things right and addressing the impact on its customers.

I also want to take a moment to sincerely apologize to the frontline call center agent and the store representative I spoke to during my frustration. My shortness of patience and dismissive attitude were uncalled for. They were only trying to provide the information available to them, and I regret unloading my frustrations on them when they were just doing their best to help in a difficult situation. To both of them, I am truly sorry for my attitude and extend my heartfelt apology.

While this has been a challenging experience, I feel more confident now that Sleep Number is committed to resolving these issues fairly. I’m hopeful for a smooth delivery next week and a positive outcome overall. Fingers crossed that there are no...

This establishment could be a case study in bad customer service. My wife and I came in on a late Saturday afternoon. We've decided to replace our mutually disliked IKEA bed and wanted to check out Sleep Number beds to see if they live up to their reputation. We enter the store, not one but TWO of the three salespeople look at us, don't say a word, and go back to helping their customers. No big deal, we understand they're busy, so we decide to check out the beds while they finish up.

We notice how the other customers are using paper sanitation guards on the pillows, grab our own, and start testing beds. One saleswoman walks by us several times and doesn't say a word, despite my making eye contact and saying hi, just being friendly. My wife and I start joking about the situation, wondering if we're not old or white enough to look like we have money, as the three other customer groups were older and looked stereotypically suburban American.

We continue trying out beds for another 30 minutes or so and, finally, a salesperson acknowledges our presence and says he'll be with us as soon as he's done with his current customer. Great! It took nearly 40 minutes to get an acknowledgement but hey, it's a start. As we're testing another bed, a new couple, both late middle-aged and white, come into the store. They're immediately greeted by two salespeople and the salesperson who just spoke with us says someone will be right with them.

We wait a bit longer, maybe fifteen minutes, and my wife sees the customer of the salesperson who previously spoke to us leaving the store. That salesperson? He was now helping the older couple that came in after us. Great. We concluded we weren't going to be helped and decided to leave the store, nearly an hour after we got there.

I've been thinking about how to handle the situation since. My wife and I suspect we were profiled based on our appearance. Don't misunderstand, we didn't look like we just rolled out of a Hot Topic: we're both professionals in their mid-thirties and dress accordingly. Having worked in sales, I imagine we don't outwardly match the Sleep Number target demographic. It's a shame, as in a way that's now true: despite liking and being interested in one of the beds, we don't intend to purchase anything...