Sleep Number — Hotel in Palm Desert

5/28/25...Ed was our salesperson. The best of the best ! Clearly communicated everything. Ed knocked it out of the park!

Hold on...... I have a 6/17/25 updated review.... yes, we went for a shinning 5 star review to a 1 star in the last 72 hours.... and I haven't even tried my bed yet!

Long story short... purchsed the bed in the 11-th hour of the Memorial Day sale. Ed was nice enough to stay late to do some last few transactions. I reviewed the quote over my phone, everything "looked" right, and paid for it.

Turns out, when they arrived to deliver on 6/10, the "order" was set for a "king" , not a "cal king." We only discussed a Cal King in the store with Ed. Not sure where the "regular king" came from. I do take responsibility for not doing a VERY THOROUGH review of the order he sent me.

Here is where the "real problem" comes into play........ I called the store on 6/10 to see if Ed could help because he was so helpful before. The store noted that he was not scheduled until Friday 6/13. In the meantime, I called the 800 # and was able to get the new size bed scheduled for 6/18 WITH a $250 delivery fee. I thought, hey I screwed up, so the $250 is fair and the 18th was the soonest they could do it.

So Friday 6/13 morning, I got a hold of Ed and reviewed the situation. His quote " let me make a couple of calls to see if I can improve that date AND I will take care of the $250"...... Hey, I was more than happy to hear both of those items. I appreciated the communication.

No word back from Ed on 6/13. I called him again Saturday 6/14 @ 11;46 and he said " they were supposed to call me at Noon"... so I waited and waited... finally called Ed again @ 3:16 and he said " they are going to call you on Monday morning with a delivery window"... I was thinking GREAT!!!!... he improved our delivery by 2 days ( this is important because we are sleeping at a neighbors house until our new bed arrives )

So, Monday 6/16 rolls around... no call from "they" to let me know what time the bed will be delivered. I called the store to connect with Ed ( or anyone who could help )... and I called the store...... and I called the store... YES, I called 3 times and left 3 voicemails ( I even sent 3 text messages per the outgoing recording )...... NO CALL BACK !!!!!! by Ed or anyone.........

Here we are on Tuesday 6/17 @ Noon...... No contact from the store... ZERO....... All I needed on Saturday or Monday was " hey Matt, I did everything I could, but I was unable to move the dleivery up and I was unable to get the $250 re-delivery fee waived"........ that is it! I would have 100% understood....... but the NO CONTACT is unacceptable im my book. And what chaps my hide even more is that I know the store has caller ID and when someone saw my call coming in yesterday, they chose not to answer the phone....... hey, if you are in the retail business, my suggestion is you answer the phone or at least return messages that were left. Bad business in my book. I hope my mattress is awesome when it finally...

Let me first warn you that Store Manager Ed Haycox admits that his title is only that. He has no authority to make promises or decisions. Run away. Do not walk. Sleep Number is the biggest scam there is. My wife and I went in to buy a bed – I was in need of an adjustable bed due to previous health issues. At the time, we bought the I10 and thought everything would be good. This mattress is apparently great for its cooling technology. This was extremely important due to sleeping hot. The other important factor was “wall-hugging” technology for the adjustable base. The very first night was a disaster. Not only did we experience back and hip pain, but the “cooling” was the exact opposite. It was one of the hottest mattresses we had ever slept on. No one was comfortable. Furthermore, the wall hugging base was far from it. I couldn’t reach the nightstand from the bed. The good news was that we had 100 days to try out the bed and return it – no questions asked according to the manager of the Palm Desert location – Ed Haycox. In an effort to give it our best try, we went back to the store and bought the Dual Temp mattress coolers. Another $1600 but maybe that would do the trick. Even on the lowest setting, now everyone was freezing their tails off. Now the fun really begins. We decide that we are going to return the bed and frame. When we looked at the process, we realized there was verbiage about the frame not being returnable and start to panic. A $3200 paperweight was not going to be acceptable. We go back to the store and Ed assures us that there will be no problem returning the frame so we are feeling better. He tells me I should receive a phone call to start the process. Weeks go by without this call and I keep going back to Ed who again assures is it will happen. I finally decide the customer service department instead of waiting for their call. They advise that nothing has been started on our behalf. They also tell me that they will not return the frame in spite of what the manager has told us. After weeks of arguing, we go back to Ed and he finally capitulates and tells us that his manager title is worthless (no kidding). Promise after promise had been broken and this was probably the only true thing he ever told us. Long story short, we ended up downgrading the mattress because we were stuck with the frame we could not return. Now we have a bed we don’t want. Don’t waste the money and don’t believe a word anyone says. Their model is to trick you into buying the bed with all the superior technology and then give you the shaft when you are unhappy. Next on the list is a BBB complaint. If I could give zero...

7/17/20 Once again 5 stars bed 1 star customer service. As stated below I am physically disabled and my husband and I are in our late 60's. Other mattress leaking now. Telephoned, paid and received mattress. Wrong size. Called and on hold 10 minutes unfortunately to wrong department so transferred and on hold another 10 minutes. Finally got the mattress ordered on 7/24/20 and paid the extra owed for the size difference with instructions for returning the wrong mattress. (Box is heavy) Today is the 27th and I hadn't received a notification of shipping. Requested shipping information on chat and the bottom line was I was told the back order was on back order. I requested she have a manager contact me and she informed me she was unable to do that because she was chat only and informed me I would have to call customer service. I'm sure that will be another 10 minute wait. Anyway I am going to try calling the store at 11 AM when they open. In the mean time I am airing the mattress approximately every hour at night. BTW I did request a technician again and was told again that it would be at least two weeks so this must be their standard. Needless to say I am frustrated and angry. There are other air bed manufacturers out there and I wish I had purchased from a different company. These beds aren't cheap and I would have expected better customer service in support of their product.

I will continue updating as the dilemma unfolds.

Sleep Number C-2 Purchased 8/17 5 Stars for the bed and sleeping experience. 1 Star for repair assistance. Problem: One side of bed loses air rapidly. The help site gives instructions to try but as seniors we feel it will be too physically challenging. Contacted customer service on chat and were told service call $199. Agent sent secure credit/debit form and I completed and sent. Agent then tells me soonest appointment 12 days away. (Interim my husband is waking every hour to fill the bed.) I told the agent we would like to keep the appointment but look for help elsewhere in the interim. Asked if we canceled if our money would be returned. His response was that the card had been charged and the appointment scheduled. Called customer service and was told I needed to contact 48 prior to receive a refund. My conclusion is that you are really on your own when it comes to problems with the bed after purchasing. I also dislike being charged before a service has been performed. Very poor...