Sleep Number — Hotel in Peabody

Imagine how bad this was if I have to write my first online review ever, about this experience.

What started out as a good in store experience turned into an aweful buying experience. The transaction took too long to begin with but we were excited for our new bed, which we went way over our budget for since we liked the bed so much.

The next day the manager calls and said they forgot to add the box to the order. This is after they forgot the brackets the first time which caused a big delay while in the store. Adding on to that when the retail customer service team called to confirm the update to my order, since the store couldn’t fix their own mistake, she kept being short, abrupt and anything but understanding that THEY messed up, not me. She said my delivery date might change, and I mentioned that it can’t as I took time off from work that day already. Her response was “It is the way it is when you change your order, the delivery date can change and there’s nothing that can be done.” The issue is I didn’t change anything, they screwed up and continued to. The phone call with theirnretail CS team was with the store manager and even he tried to correct this phone agent for being anything but cordial. Keep in mind I’ve managed high volume call centers for 15 years and I’d never have someone on the phones at my company who spoke like this. Especially when the company was at fault.

It’s a good thing they have a dynamic product but their customer service and buying experience is less than impressive. I have 2 weeks to decide if we keep the delivery or cancel before then. It’s amazing how the after purchase experience is so important and they failed in a big way here.

UPDATE 1/24/2019 - We never received the first bill. We got the second bill telling us we missed a payment. Tried calling to take care of the payment but I they cant tell me how much is owed since the account is in my wife's name. I get privacy policies but its a bed and I have all the information to access the account. I'm trying to pay you. Why make it so difficult. Everything about this experience has been beyond horrendous. Spend your money somewhere else. Not worth your time.

PS: Not to mention they never brought our frame on delivery, but charged us for the brackets that we didn't need. Store told us we had to have the frame but never put it on our order but had...

I strolled into the Sleep Number store last Thursday afternoon after having one of the most trying days I've had in years. I needed my day to take a turn for the better and after meeting Adam, it did just that! Not only did I ultimately purchase an an I8, pillows, and sheets but I largely did so thanks to Adam's amazing service, approachable demeanor, and mastery of his craft. He leveled with me right off the start and was quick to point out both pros and cons of both the Sleep Number as well as it's competitors. He at no point made me feel like he was selling me something and as a local business owner in sales, I truly appreciate that in a salesperson. I couldn't have been happier to get to spend an hour trying out mattresses while letting the stress of my day wash away with a warm, friendly, and knowledgable professional like Adam. I was happy to report that by the end of my hour in the store, my day had turned around and within 24 hours I was the proud purchaser of a Sleep Number bed. Thank you Adam and I am certain I will sleep easy knowing you helped me make the...

I had the worst experience with this company. Dan at the sleep number store was great! Very knowledgeable and helpful. I set up the delivery of my bed with no problems with Dan. I received a text message the night before to confirm delivery. 1 hour before my appointment, I got a phone call saying there was a scheduling conflict and my bed wouldn't be delivered for 2 weeks! I had already put my old mattress outside to make it easier for the delivery team. An hour later it rained, soaking my mattress. The customer service rep pretty much told me there was nothing they could do and to pound sand. I purchased another bed and had it in 3 days from another store. I called customer service to cancel and heard someone pick up but didn't respond. Then I hear "Can I use your lighter?" Then heard them hang up. I would not recommend this company. Customer service is horrible and...