Sleep Number — Hotel in Tualatin

We recently purchased a king size split top bed with adjustable base. This purchase was our second sleep number bed. Our older one needed replacement foam (after 10 years), mind you the bed has a 20 yr warranty and at the time of sale they pushed that point hard. Come to find out we have to pay a pro-rated cost to have the foam replaced. This would have been good to know up front.

Nevertheless, we decided to move that bed to our guest room and replace it with the split top, king adjustable bed and base as my husband was recovering from knee surgery and elevating his knee would be a lot easier in this bed. I was recently diagnosed with cancer and have been having trouble sleeping. We thought the new bed would help me get a better nights sleep as well as benefit my husband. Boy were we wrong.

We absolutely hate the new bed. The number I used to sleep on is not the same for my new bed and our old bed could be adjusted easier. In the new bed we can only make adjustments in increments of 5 instead of a TRUE customized adjustment like we had in our old bed.

Sleep Number asks you to try your bed for 30 days and if your not happy with it you can return it. So, to give it a chance we slept on it for 30 nights and we both agreed it was terribly uncomfortable and decided to return it. We contacted customer service and we were told we could return the mattress but NOT the base. We asked our sales person not once, or twice, but three times about the return policy as we were spending $8000+ on the bed and we were assured we could return it if we weren’t completely satisfied. They told us we signed a contract that states the bases were non-returnable. However, we paid over the phone in full mind you so we were never presented with a contract. They mailed us a contract after the purchase. We live an hour or better from the store, hence the over the phone purchase.

We are extremely disappointed that we were either lied to or were dealing with an incompetent sales person. How could they have ‘forgotten’ to mention that the base was not returnable when we asked them on three separate occasions? Aside from this we are also stuck with bedding and sheets we purchased from them which are designed to fit that specific bed. If you’ve ever purchased bedding from them it is not cheap. Over $200 for a set of sheets alone. And, we purchased multiple sets.

In my immediate family we have 3 sleep number beds in 3 houses. My youngest daughter and husband just purchased a new home and were about to buy sleep number beds for 3 rooms but they have reconsidered now and will buy conventional beds instead if someone in management doesn’t make this right. When you’re thinking of buying a bed that is supposed to have a 20 yr warranty and you expect that at some point you will need to contact customer service for warranty parts and replacement you want to know that you’re dealing with reputable and knowledgeable people. That has not been the case thus far and we are very, very disappointed. My husband and I are 70+ yrs old and can’t afford to just eat the cost of a $4000 bed base. And, we shouldn’t have to given the fact that we explicitly asked about the return policy and were told each time, “Sure, no problem”. Well, there’s a problem. A large, expensive one and to date no one has stepped up to do the...

I purchased a sleep number bed several years ago. It has a foam topper built into the mattress. At the time of purchase great emphasis is placed on the point that although the bed is expensive, it is a "20-year" bed, with a great warranty. Well, after 2 years of intermittent use (guest bed) the foam topper compressed so much that it causes great back pain to sleep on it. I called Customer service who informed me that the "warranty" just means that the cost of any component of the bed that has to be replaced, is "pro-rated" to the customer. So, for me, that meant that a bed that has been slept on for less than 2 years needs a new foam top that will cost me $440!! (She said that the full cost of the new foam pad is $1500 ...so this is a "deal" for me..riiight.....) Added to that, this thing weighs about 40#. I have no one to help me haul it upstairs and put it on the bed, which took 2 guys to set up initially. You have to lift the mattress (without disconnecting the air hose), unzip the top (the zipper is underneath the mattress), then remove the old foam top and substitute the new one. When I questioned the CS rep she just said I could pay $190 and have the techs come out and do it. So, now I guess I will have to plan on spending $640 every two years just to replace ONE component of this bed. The CS rep was extremely rude to me on the phone as well. These beds are not all they are represented to be, in that the company does not stand behind them - the customer still has to pay for anything that fails. More than anything, I am just incredibly disappointed in this product. Hope this helps someone who is in the...

I live alone and wheelchair bound. I wasn’t able to get to the store and thought I would have to get my mattress on line. I contacted the online store to order the mattress but, could only deal with a bot. Even asking for a live person only gets another bot, giving a different name and employee number. The bots are absolutely worthless and, while talking a good game, their information is totally incorrect. Trying to make financial decisions really messes up the financial agreement. The result, of dealing with bots, necessitated cancellation of the order three times. As a last resort I contacted Tigard-Bridgeport Village store to see if they were in a position to help. Not only were they in a position to help, Casey took charge of the order and whipped it right into shape. I haven’t received the mattress yet but, have slept on my sister’s and it was quite nice. Talking with Casey, the information about my sister’s bed resulted in a referral bonus for my sister. All in all, this saved the sale of the sleep number bed as I wasn’t going to reorder a third time. I can only give the highest evaluation for my experience...