Sleep Number — Hotel in Pearland

If you are considering purchasing a sleep number bed from this store, I urge you to rethink your decision. My wife and I purchased an I-10 bed cost us nearly $10K. For this price we were expecting to have excellent customer service and no hassles or issues. We expected an excellent product, and a fully refundable purchase should we not be satisfied. Unfortunately, none of our expectations have been met. We have had the bed for three nights and the bed completely collapsed on my wife for two of the last three nights. What I mean by this is that the bed would basically short out in the middle of the night and loose all the air pressure. My wife woke up in excruciating pain and was not able to sleep due to persistent back spasm. When we were finally able to contact customer service regarding our experience we were told that we are not able to return the malfunctioning bed for a full 30 days after delivery. My wife and I may actually be sleeping in the guest room during this time as our $10,000.00 dollar bed actually doesn't work. To top it off, I spent an hour and twenty minutes on the phone with tech support trouble shooting the bed without much success. Supposedly, according to our salesperson Chris Melchor, the beds are fully refundable within their 120 day grace period. What the salesman actually meant (but didn't say) by "fully refundable" is that you need to keep their sub-standard product for a full 30 days before you can initiate your refund. After the thirty day waiting period you may initiate a claim for a return. You will then be responsible for the cost to ship the potentially broken, very expensive air bed that they left in your house but doesn't work. You may not under any circumstances return the very expensive bed frame either, so expect only about half of your purchase price to be "fully refundable" despite what the sleep number salesperson tells you when selling you a bed. The mattress bases that sleep number sells are not even made by sleep number and therefore are not returnable. Sleepnumber sources the adjustable bed frame from Leggett & Platt so save yourself some cash and just purchase an adjustable base from this company directly. I wish we had done our homework better. Just look around Facebook and other sites. You will realize what a train wreck...

EDIT: Wanted to update my review since I've had my mattress for a few months now. I'm loving it. I haven't had this comfortable of rest on a bed at home in awhile.

I love that my wife and I can sleep on different settings. With the C2 model that we purchased, even the thinner mattress is able to make a huge difference on slightly altered settings. On longer workdays, a 35 lets me sink right to sleep. On days that I want it more firm, my sleep number score of 50 is perfect for a night of good rest.

I'm terrible at returning phone calls, so all to say, sorry Sloan for not having had a chance to tell you my thoughts sooner! This guy is a UH grad with a great attitude. He knows the product well and had me sold. I'm very happy with the purchase overall and would highly highly highly recommend visiting this sleep number store if you'd like to tour the different types of bedding they offer.

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Sloan was great at explaining the pricing, shipping and model details for the variety of beds. The experience was pleasant and I didn't feel overly pressured to purchase the mattress. I called back a day later to inform him of our choice to go with the bed, and appreciated the patience he had with still offering the same price as we had discussed the day before. Sales pressure is sometimes the worst part of buying a bed or car; you don't really feel that pressure here. At the end, you're asked "what is stopping you from purchasing today, just so we can know," and it felt like more of a genuine question. Whatever the case, it worked on me - I think it really makes the customer feel more valued when you try to ask the questions of "what keeps you from saying yes right now" versus "you can ONLY GET THIS DEAL TODAY" fear mongering. Just a pleasant experience. Looking forward to getting my mattress...

I am extremely disappointed with the service provided at this location. My wife and I desperately needed a new bed frame for our sleep number mattress and chose to visit the storefront location at Pearland Mall. We were as detailed as possible when explaining to the store's sales rep Lathan that we needed a metal bed frame, as the frame we had could no longer accommodate our mattress.

What we purchased from Lathan and what was delivered were worlds apart. We received the exact same modular base that comes with the bed and not the frame we needed. 299.99 for the useless base and another 90.00 for shipping, and we were still unable to sleep in our bed. Ultimately we wound up purchasing another frame from a local furniture store and attempted to return the base we received in error. We were willing to absorb the cost of the original shipping, but Sleep Number actually forced the cost of RETURN shipping on us. For an item sent in ERROR. I couldn't believe it. Lupita in customer service was short, ill-mannered, and refused to do the right thing, even under threat of returning our mattress and taking our business elsewhere.

We returned our base but kept the mattress as it is honestly the best sleeping situation for my wife and I. This whole experience has been dishonest, tiresome, and financially draining. I will never purchase another product from Sleep Number. I wouldn't have thought it was possible but the careless storefront salesman, Lathan, and discourteous customer disservice representative, Lupita have left me too bitter for a good...