Sleep Number — Hotel in Novi

I've tried writing a review on the website (with continued errors) and working with customer service (being transferred no less then 4 times to different departments) to make things right and after 1.5hrs+ I have to leave this review here. It is not entirely a reflection on the store but I don't know where else to leave my feedback for it to be taken seriously. I believe Sleep Number is preventing the ability to leave a negative review.

I wanted to love this bed but I just don’t. My dad and some friends have this bed so I couldn’t see a reason why I wouldn’t.

Unfortunately, after a couple months with the bed and at any sleep number, my boyfriend and I are not able to both be comfortable to sleep AND wake up without low back/hip aches. So we are returning the mattress.

Lesson learned: DO NOT and I mean do not buy the expensive base unless you know for sure you will keep the mattress. The adjustable bases are not returnable. While I knew this in the store, I did not expect to not like the bed so it didn’t seem like an issue to me. It’s an issue. Now I’m out $3k+ and cannot use it for the next bed we are getting. The adjustable base can actually void the warranty. This is a disappointing, expensive life lesson. My hard earned money that I saved for this bed to help with my sleep, gone. Additionally, there isn't a large market for these bases to sell to someone else.

Additional issues: I tried to return this bed a many weeks ago but needed to go through the trouble shooting before I was able to.

My concerns - I was rolling to the middle of the bed, the beds had a couple inches of space between them and continued to move freely, I was waking up sore and not getting quality sleep.

Solutions - tech came out to try and help with the rolling to the middle of the bed. Turns out, my side of the bed was on a lip of the frame. My boyfriend’s side was correctly on the floor. They did not have anything with them to correct the issue so they ordered taller legs. They also noticed the straps for the mattress were not installed which is why the bed was splitting. They ordered those. They suggested ordering bed chamber foam (or something like that). They were supposed to order two.

Turns out the order didn’t go through. A week later I called customer service. They saw the notes and ordered what was needed. All arrived except the two bed chamber things, only one arrived. The techs arrived a week or so later to install.

Outcome - the bed being even was a win but still didn’t solve the rest. I need to return the bed and I'm still stuck with a basic adjustable base for way to much money. Sleep number margins are clearly high and at the expense of the customer.

Last note - I was told the customer service via phone is awesome - they are not. No one seems to know how to help and passes the customer around to other teams who also don't know how to help. I event was transferred to a call center for internal employees...

Signed, a...

What a frustrating experience. I already own a sleep number bed and pillows. I like my wife's pillow better so we came to the store with the intent to buy the same pillow. The lady offered to look up what we had bought previously which was awesome. The pillows we had they no longer made but she told me with my broad shoulders, I needed a specific pillow. However I tend to sleep on my stomach so I was more interested in a flatter pillow. She helped me find what I wanted and then sold me on a soft and cooling cover for the pillow. Once the decisions were made, we proceeded to the counter were she told me based on our bed size, we would want a king size pillow. I responded absolutely. She then informed me they don't carry king size in the store. So tell me what I need but you don't carry it. No wonder people shop online. Then I said just get me the standard size as I want to leave with a pillow. She then told me they didn't carry standard size cooling covers. I'm sorry you just convinced me I needed it but you don't carry it in the store in the standard size which is the only size pillow you have, wow. So in my mind the cost of the pillow was $79.99. She rang it up for $127 and change. I questioned her and said what the pillow is only $79, I double checked and saw it was really $99 which is fine, no matter what it wasn't $127 plus. I questioned her and she entered the wrong pillow. She corrected it and I said maybe you should take $10 off for selling me two items you don't have in the store and for attempting to overcharge me by about $20 plus. She laughed until I told her I was serious then she rolled her eyes. I walked out empty handed and thoroughly disappointed in my shopping experience. I will never go back and recommend you find another sleep number store...

Josh Costa was very welcoming and did a wonderful job presenting their product. My wife and I were getting tired of trying out mattresses all around and this place was our last. He didn’t pressure us to purchase anything but the product itself convinced us. And his kindness confirmed our purchase decision. We made it home to think it over and just called to order our very first mattress as a married couple. Corey, I believe, was on the phone to help us out with the order. He was very gentle and helpful throughout the whole process.

I would definitely recommend this location and we are happy that we made a stop at this store.

I would like for the managements to acknowledge both of these gentlemen who helped us out for their hard work.

Thank you...