Sleep Number — Hotel in Tallahassee

To date, this has been an unsatisfactory experience in just about every aspect of the transaction. The biggest gripe is that the mattress, frankly, sucks.

The amount of pain (I’m already under doctor’s orders for chronic back issues) I wake up in daily is worse than ever, and my wife is in a similar boat.

Worst part is, we’re in purgatory. Cannot return the mattress for 30 days. Customer service has been awful in every way since we got the bed.

Awful experience, perhaps the worst I’ve ever had regarding a purchase of significance. Here’s why if you’re so inclined to keep reading:

–The bed itself is remarkably uncomfortable and nowhere near as plush as the model we tried in-store. I understand that there’s a breaking-in period, but we feel misled entirely about what we tried out and what we received.

–One of the gentlemen who delivered the mattress asked me to help remove our old mattress (which we paid for). I thought he meant out of room, soon realized he meant to driveway. Hurt my ankle and it hasn’t been right since.

–The promised next-day follow-up call from the associate who sold us the mattress never came, otherwise we would have expressed this concern immediately.

–After two nights of poor sleep with both my wife and I waking up unrefreshed and in physical pain, we attempted to return the mattress. The employee discussing the return policy with us made sure to highlight that we could return it within 120 days, no problem, but neglected to tell us about a 30-day policy in which we could NOT return the mattress. Attempts to discuss this issue with the store were pushed off to Customer Service remotely.

–Customer Service refused to take back the bed within the 30-day window despite being alerted of the impact on sleep and physical pain to both my wife and me. They said they’d send us a topper (did not express it was free) we declined in order to continue dialogue of returning mattress immediately.

Eventually, a store employee responded to me and said the topper was offered for free, to call Customer Service, and that it would be sent out so we could try to make the next 28 days as tolerable as possible.

This was a process as well. I called asking for the topper they offered, was initially told that may not be possible because it was a “one-time offer” and management needed to approve. 20 minutes later, management approved.

We were told we’d get the topper in 3-5 business days. It’s slated to arrive on the 10th business day at this time.

–I wanted to leave a review on the store to alert the company of this entire process, and that review session has expired. So here I am, on Day 12 of this awful mattress that I cannot send back for a couple more weeks.

–We were also told we’d get a call from a store associate a week out to check on how we like the mattress. That hasn’t...

Maybe it’s an age thing (?) we are just now at retirement age and we thought (mistakenly) we were rewarding ourselves with the most expensive mattress we’ve ever bought to celebrate our newfound sleeping in phase of life and our retirement! It turned out very disappointing to say the least. Austin and the other showroom people were marvelous to work with and we had hoped it would be the bed of our dreams. It was NOT is an understatement. What’s your sleep number? None of them evidentially. Perfect feel to go to sleep = horrible neck pain upon waking sometime in the middle of the night. Setting it firmer? Horrible back pain upon waking sometime in the middle of the night. Hearing the pump readjusting every time you turn? Not pleasant. Horrible 800 number customer service? Yes, as horrible as reviews had stated, but we ignored that because the store personnel were so good. Paying for delivery (non refundable) AND pick up fees after 31 days of sleeping in our guest room or on couches every night after the first wake up of pain? Extremely annoying and so glad it’s finally over! Our new Sterns and Foster delivery was so appreciated! We did splurge and spend more than normal on the magnificent coin in coil model since we still wanted to reward ourselves on retirement! Bottom line - we don’t think this bed is for our retirement age people!!! We need comfort and support (at the same time). That’s OUR number, so beware thinking expensive will be better! Wow,...

Terrible customer service. Paid $5000 for a bed to have it delivered and have the “techs” tell me that the bed is “wrong” and that I need to contact customer service to get it replaced, which they can’t do. After 3 hours on hold I get the bed delivered 1 week later but the “techs” can’t put it together for another week. Finally when they come to install it, they state the cover is too small for the bed, and that I have to call the stores to get new cover because they don’t carry any on them. Again I have to deal with more than 3 people to be told that they will not be able to get the appropriate cover for the bed and installation for another month to my house because of the holidays. This is just absolutely ridiculous and disappointing after paying $5000 for a bed. Will give it the 30 night trial just because now I’ve spent too much energy on this, but if it’s anything less than perfect sleep I will be returning this bed, and will certainly not be recommending...