Sleep Number — Hotel in Orlando

Store was clean, sales guy was nice, made my kids hot chocolate, but everything went downhill from there.

Delivery time was 2 weeks, you would think for spending over $5000 on a bed they would pick up the pace. Not a deal breaker but slightly irritating.

I wanted the bed I saw in the store and was not told or even tried to be sold the boarder that hides everything, which was the biggest selling point for me because my kids always lose stuff under the bed, my wife was the one that wanted an adjustable bed, I just liked the boarder and was approved for enough to cover it 3x over on their store card and would have bought it. After the bed was installed I had to call to ask why it didn't come with the boarder and was told it would be another $900, and I assume I'd have to install it myself and pay for shipping. Would have been a deal breaker had I known but it was already installed and i was willing to overlook this too if the bed was as great as they said it was.

-The sheets they sold us were the wrong size (king split and we had a king), and coming from having a queen, we owned no sheets to fit the bed. This was really irritating because we had to lay out smaller sheets in the mean time. I get that human error is a thing and this wouldn't have been irritating at all if I wasn't already pissed about the boarder. When calling about the boarder I also asked for the correct sheets, the lady on the phone was polite and said she would second day air some sheets and even a skirt to hide the wires though that didnt solution the boarder issue at all, also irritated that I would have to return the others by taking them to a shipping store as this is just one more thing I have to deal with. The shipping of the correct sheets was processed 2 days later and sent ground so they came a week later. That really pissed me off.

-Now for the bed: Left side is fine, right side of the bed randomly jumped around the number it was on when I adjust it. It would say 30, I would change it to 20, and it would instantly say it was 85 without adjusting. Makes no sense, and a week into using it we weren't sleeping any better than we were with our old bed.Not worse, just no better.

At this point, 1 week after installation, rather than call to have someone adress the adjustment issue, i decided I just wanted to return the bed and eat the installation cost, too many red flags. I called to initiate the return and was told all sales are final for what I bought, a Sleep Number bed. I was told there was nothing they could do. At this point I had to call the bank who approved the store card and dispute the charge which I did today.

I started looking at their terms of service and realize I was mislead multiple times in store and their site is quite misleading. They say 25 year warranty but it shrinks over time to the point only 2% of the cost of the bed is warrantied. They say 100 day return policy for some things and 30 for others, but apparently most of their stuff is finally sale which is something I never would have been ok...

Don't walk... RUN AWAY! This store/company is a joke. Matthew sold me a frame that never made it to the invoice. I was directed to take apart my bed frame prior to delivery, so that everything will be installed properly... I didn't realize the frame was missing until the day of delivery about 2 weeks after the in store purchase. When I called, Matthew stated that he didn't recall our conversation (because who remembers conversations with customers 2 weeks after?) and refused to acknowledge his mistake. Delivery was a dumpster fire because of what Matthew missed. While trying to figure out what happened, between customer service, myself and Matthew, the delivery guys left. Leaving the mattress propped up on the wall and the boxes with the box springs in my entry way causing a fire hazard. After spending over an hour with customer service I was promised I would have a different set of delivery people to come the following morning to complete the install. And I was guaranteed a call back from my "case manager" within two hours... Well, I never got that call (instead, I had to call them back multiple times to get a hold of someone who can help me). And the following morning, the same two knuckleheads that left mid delivery the day before were ringing my doorbell to finish the install. When I finally got a hold of someone from customer service, I was told the best my "case manager" could do was offer a set of sheets of my choosing. What a joke. After speaking to someone above case manager, I was told that I was already offered a set of sheets, so that's the best they can do. So when I called back with the sheet set I selected, I was told I can only choose a color from their cheapest set... I contacted the store directly looking for the general manager or district manager, and I was told they could not give out any info and would pass my info along to them and they could decide if they wanted to reach out... Unsurprisingly on par with my experience, no manager called me back. Totally unprofessional in every turn of events. I really wish I went with a...

I had no idea how challenging it would be to find a bed that we actually enjoyed at an affordable price. Honestly, I would have paid good money just to have someone refer me to Kira at Sleep Number Millenia from the start. I’m very serious when I say this—she’s a fantastic young saleswoman who truly listens.

What stood out the most was that she wasn’t trying to push a sale on us. Instead, she listened, educated us, and made thoughtful recommendations. When we asked questions she wasn’t sure about, she didn’t guess or make something up—she told us she’d find out. She went to her computer or consulted a colleague to ensure we got the correct answers. That alone is huge for me.

Far too often, salespeople—especially younger ones—think that if they don’t know an answer, they’ll lose the sale, so they either guess or lie. As someone who has made a living running and owning B2C service and retail businesses, I can confidently say Kira is going places. She’s the kind of salesperson who will be moving up the ladder sooner rather than later.

If you’re in the market for a bed, don’t waste your time buying a Nectar mattress online only to find out that sleeping on the floor would have been more comfortable. And don’t go to Mattress Firm just to pay twice as much for half the value. I say this because I’ve already gone through that frustrating process for you, and it’s nothing but problems.

Go to Kira at Sleep Number Millenia. She took care of me and my fiancée, and I have no doubt she’ll do the same for...