Sleep Number — Hotel in New York

I’m writing a 2 part review based on my experience with the representative that sold me the mattress and based on my experience with the companies deliver service. The representative that sold me the mattress was Catalina, she was great.. kind, patient and professional.. she went above and beyond to help me pick out the right mattress and frame. So I have nothing but good things to say about my initial experience with sleep number based on my interaction with Catalina.

The companies communication methods need improvement…I went into the sleep number store on March 15, 2023 and made my purchase (close to $5,000)…I was scheduled to receive my mattress delivery on March 27 (two weeks later.)… I was told was the usual time frame.. I was ok with that…but when my scheduled date came.. there was no show no call on behalf of sleep number… I waited 4hrs(9am - 12pm) and they never showed. I was rescheduled for Thursday. 30th between 9 AM and 12 PM…. and at 11:30 AM I received a call from sleep number stating they were not coming because the merchandise was not on the truck…… Once again I was rescheduled an entire week later to Saturday, April 8, 2023 between 9 AM and 12 PM… finally at 10:45 AM the mattress and bed frame arrived. My experience has been one of frustration and great annoyance…taking days off and many hours lost for nothing has left a bad taste in my mouth. Sleep Numbers reputation along with the cost of the mattresses should come with a higher level of consideration for the customers time, and money. While my issues were resolved by the many customer service representatives that I spoke to over the phone I wish that my experience would have been...

The employees at this Sleep Number location - Address: 90-04 Metropolitan Ave, Queens, NY 11374, need better training. They have zero product knowledge, what a bunch of liars!

My husband and I were sold an M7 split King. Let me start off by saying this isn't the type of bed you sell to young couples. The split "KING" is more like two twin beds pushed together. Mind you the cost with everything included is about 9k. More money doesn't mean better quality. The company allows 90 day returns, however the beds begin to separate forming a big gap in the middle around the 4th month - 120 days. We have a long call history of us being offered different solutions which we did and all were a waste. We even tried changing the mattresses and the same issue occurred. Lastly we were advised to use a king size bed sheet which defeats the point of the split to begin ! Just bad customer service, nothing was ever fixed nor were we made whole and Sleep Number burdened us with monthly payments on a bed that's been nothing but a nightmare to us and our relationship.

My husband and I feel like we sleep in separate beds literally! Not only do we need to place pillows to cover the gap, the pillows cover us from being able to see each other making sleep a living nightmare. I would NEVER do business with this company, they know their products suck and that 90 day return policy...

We bought a mattress from Sleep Number after being told multiple times by the store rep that the only risk if we returned the mattress was a $250 fee. That turned out to be a lie. They also don’t refund the $250 delivery fee, meaning we lost over $500.

We spoke to the same rep again after discovering this, and before we even told him the issue, we said, “You told us the only risk was $250,” and he replied “Correct” — again lying. When confronted, he told us to blame him when we called customer service. That did absolutely nothing.

We called support several times: On 7/31, we were told they wouldn't refund the fee and that a manager would call us within 48 hours. No one ever did. On 8/5, we were told again that they wouldn't refund the fee. We were also told that a manager callback isn’t a thing, directly contradicting the previous support agent.

Sleep Number has now lied to us three times, and their customer service has been unhelpful and unapologetic. They refuse to take any responsibility for what their employee communicated.

This was an expensive and frustrating experience. Do not trust them and do not...