Sleep Number — Hotel in Vernon Hills

UPDATE: As of 3-7-2022 I am updating this review and reducing it by another star. This is the reason why. After seeing the reply to my review from what I assumed is Sleep Number corporate Well, after another 1 1/2 hours of being on hold and talking to customer care and being transferred to a Customer Escalation Specialist I was told the same thing. MILITARY DISCOUNT IS NOT OFFERED BY SLEEP NUMBER. Apparently, they only have a military appreciation week that in which that was communicated by the specialist I spoke with. This has been a horrible purchase experience overall. I will give kudos to the store itself. Our sales associate Jessica reached out to apologize and try to make things right as much as she could. I appreciate that greatly. However, I wish the company reflected the same level of customer care and appreciation as well. I can not recommend Sleep Number to anyone especially to my fellow service members past and present who have served.

ORIGINAL REVIEW: Initially I would have given the store 5 stars, but the sale transaction and after the sale is where things fell apart for me. Everything from the presentation of the different beds to the knowledge of the sleep number products were very well. We worked with Jessica mainly along with Matt over a few visits. They answered all of our questions and followed up frequently. However, when it came to the transaction that is when things kind of shifted from my perspective. There was a coupon that we received, but there were several problems with the system to where the coupon would not apply. We were there for quite a while, but the sales agent said we could leave and they would continue working on the issue and we could either come back into the store complete the sale, or complete the sale via telephone. We went out to complete some errands and came back to complete the sale. During this time, we also asked if Sleep Number offered a military discount? The sales agent we worked with to finalize the transaction told us that all we have to do is contact customer care and they will apply the discount. Well, with that information we went ahead and decided to purchase the bed with the confirmation that we could contact customer care. Well, we went home the next day and called customer care. We had to wait for a call back which was about 3 hours and customer care told us that "..there isn't a code for a military discount. Thank you for your purchase". We then contacted our sales agent via text to explain what happened and they said they would follow up with the corporate office to find out what could be the issue. Well, after reaching back out to the sales agent(s) and waiting for a reply, they responded that there will not be another military discount until Memorial Day.

This is unacceptable. I feel that we were baited on completing the transaction by being told what they assumed what we wanted to hear to complete the transaction. I would have purchased the bed regardless of the discount, but the lack of follow-up and follow through by the store personnel and customer care makes it very hard for me to recommend this business and Sleep Number as a whole. I understand that mistakes can be made and you can have the wrong information, but OWN IT! At least follow through with your customers. That goes a lot longer than giving...

Great experience! I walked into the store only wanting to look at beds and check for pricing, with the hope of upgrading my bed in 1-2 years. I was greeted by Shannon, a Sleep Professional at the store. I explained to her that I wasn't planning to purchase a bed, nor did I want to waste her time- as I was simply on the hunt for information and knowledge on beds that were available.

She did not let that deter her, and began showing me multiple styles of beds and pillows, and even printed me two different quotes to take home for me to consider in the event I was interested in making a purchase.

After 2-days of considering, I came back to the store and made the purchase! The beds (although some can be very pricy) seem to be worth every penny, considering the technology being provided. Shannon made the entire process easy, and she was not "pushy" in the slightly--which would have deterred me from purchasing a bed. I felt comfortable making my purchase sooner rather than waiting 1-2 years, because of Shannon's willingness to help and not coming off as a pushy...

Extremely rude staff! Today, I visited this Sleep Number store in Vernon Hills, hoping to check out mattress models. Unfortunately, the salesperson, Matt, seemed disinterested and questioned my reason for choosing the store. He showed me one model, and when I inquired about the specific model, he dismissively stated they only had a similar one but not the model I was looking for. As they don't have a specific one I need, I told him I might return after checking out other stores, and he questioned why I would look elsewhere considering their high prices. (High prices cannot guarantee it's the best product, it depends on comfort or customer needs.) His tone and lack of effort made me feel unwelcome and pressured. Focusing on a positive and informative customer experience would be beneficial. As a first-time visitor, I left feeling discouraged and opted to explore...