Sleep Number — Hotel in Topeka

Our family has been customers of Sleep Number for over 20 years and have repeatedly recommended the company to family and friends. We recently cancelled our order for Sleep Number's 360 ile limited edition smart bed after repeated issues with the order. We will no longer purchase from Sleep Number and will never recommend the company again.

When purchasing our bed, we were in the midst of house hunting. Knowing that we would soon be moving, delivery was scheduled for four months later in order to coincide with our move. Within a few weeks, having selected our new home, we called Sleep Number to change the delivery address for our bed to our new address -- a location that was 2 city blocks away from our current address. Sleep Number refused to change the delivery address without rescheduling the delivery to a month and a half later than the originally agreed upon delivery date. After four or five exhausting phone calls to customer service without satisfactory resolution, we called to cancel our order. The customer service reps then claimed that they could change the address without rescheduling the delivery. Too late.... We also needed to change our email address on our account and Sleep Number never was able to complete that required change.

In addition, my in-laws -- at our recommendation -- purchased a Sleep Number bed around the same time we did. Its delivery was repeatedly delayed from the agreed upon delivery date (ie. promise after promise was broken). When the bed was finally delivered, it felt terrible and the air chambers would not fill. Sleeping on it was impossible. Sleep Number, however, insisted that my in-laws use it for 30 days before they would accept a return. Impossible! In the end, my in-laws were forced to pay for Sleep Number to come pick up a FLAWED product.

Summary of our negative experiences: Cannot personally change account information (ie. email address, shipping address, etc.). Have to call customer service (the store is not able to assist with updating account info). Based on our experience, Sleep Number makes account information changes INDIVIDUALLY in each INDIVIDUAL department. (For example, if you want to change your email address on file, you have to speak individually with customer service reps in the sales department, in the SleepIQ account, in the Inner Circle account, etc. They appear unable to change such information across ALL of Sleep Number.) Inability of Sleep Number reps to provide basic information accurately and consistently or to make basic adjustments to order details. Refusal to provide basis for information provided. Flip-flopping on basic information - one rep saying one thing during a call, and the rep on the next call providing completely contradictory information. Refusal and apparent inability (due to complete system reliance) to accommodate reasonable consumer requests. Extremely negative customer service experience over an extended period of time (four months of completely negative customer service experiences).

Sleep Number used to be an incredible company. Today, they have completely lost focus on customer service and transparency. They have lost...

If I could give 0 stars I would. While the bed is great their customer service is horrible. We were told a few things when we were to receive the bed. Someone over the age of 18 needs to be there. Which we did. They told us to keep our old mattress which we were going to do. We didn't pay for them to remove the old mattress however the techs took our old one. We were told by cooperate that we should of had an adult there and tell them to tell the techs not to take the bed... Umm isn't 19 an adult first off. Second off if you are a delivery drive and it tells you NOT to take the something that it was NOT on the work order would you take it. No I didn't think so. Find drivers and delivery people that can read when it says DO NOT pick up. It doesn't matter if you are asked or not you HAVE to follow the work order. Now they don't want to pay for the whole cost of the bed they took that shouldn't have left our home.. So my advise is double check and show driver what their work orders say since it is so hard for them to read and understand what it is they are to do. Trying to get this taken care of has been a nightmare. We have been trying for almost 3 weeks for them to say oh well we are not going to give you the full value of what the bed was, the person at the home at the time should have told them not to take it.... I am sorry that is what YOUR work order said in the first place DO NOT TAKE BED NO FEES WERE render for this service. Horrible customer service from cooperate. I hope no one has to deal with this. Then the store also was like this has never happened to us. Come on now be real and don't make us out to...

My wife and i walked in to look and rough price, as soon as we walked in Paul was there to help us, he told us about the cirrent deals which was 20% off matress and frames for military and assisted us in figuring out which bed style was right for us as well as our sleep setting. He also discussed how we sleep to figure out which pillows would be right for us. (TRUST THEM WITH THE PILLOWS!) At no point did we feel as if we were obligated to buy nor did he make us feel as if we were taking to much of his time. In the end we did decide to make the purchase that day and he would with us on the financing and set us up for free delivery. We were in that store for about 2 hours and the whole time Paul was smiles, jokes, and nothing but helpful. 100% guaranteed to work with this store again...