Sleep Number — Hotel in Wauwatosa

The short version is: the “100 night sleep guarantee” is actually a $500 expense. And the mattress itself was incredibly uncomfortable no matter what we tried.

Buyer beware. Five Hundred Dollars (actually $525?!) completely wasted.

Note, this review isn’t about the particular store, it’s about Sleep Number and the company/products as a whole.

Here are the key points of the bed (P6 - so middle/upper range) and company:

-Always felt like an air mattress, even though the store model was comfortable, this was different. Even when we added a 3" latex topper, it still just felt like we were laying on huge air capsules (since that's what it literally is), and you could always feel the other person move.

-The app with profiles is inconsistent and buggy - honestly it seemed confused like it couldn't actually handle profiles with body weight inputs. Sometimes a 35 feels rock hard, sometimes it feels like you're sinking in. Sometimes you've been laying still for a while and it suddenly tries to adjust.

-Installation was backwards when connected to the app - left side of the app adjusts right side of the bed and vice versa. Tech support had no solution aside from "Just use the app backwards" which, fine, is manageable but not the support you would expect from such a big purchase.

Up until this point, we decided that this wasn't going to work for us. We felt personally dissatisfied, thinking it's a good solution for others but we tried and it just wasn't our solution. BUT THEN.

We set up the return and were told that there was an additional $250 fee to return, even though our sales person was explicitly clear that the risk for trying it out on the 100 Night Guarantee was only the original delivery charge (which still felt like a lot for a few guys in a rental truck who see above couldn't install it correctly).

This expectation couldn't have been more clear, and I verified with others who had also been considering one that they had been told the same thing. An uncomfortable mattress is one thing. Being lied to, and having this lie double what we spent is not okay.

I am not sure if they instruct their sales people to outwardly lie, or if they are not fully aware of this practice. Either way is not something anyone should be comfortable with.

It turned the entire experience into a scammy feeling - the conversation to process the return seemed like they do this regularly and this hidden $250 charge is a part of their business plan. Because of this practice, I'd strongly deter anyone from ever purchasing a Sleep Number. Ever.

Other companies make adjustable beds, at a lower price point, and without deception and excess fees.

We are now on a much happier mattress that works better for our preferences. But here's the other end of the story.

Shortly after us, a friend had also started mattress shopping and was looking at Sleep Number. Knowing we had gotten one, she asked me what I thought. Would the experience have gone as expected, I would have told her "We found it uncomfortable but I encourage you to give it a try". But because of the way this whole experience went, I just told her to not buy from Sleep Number at all. I hope the extra $250 is worth this lost sale, because that's the part that clinched it.

Mattress of regrets indeed.

Edit to add, and because I cannot reply to the company's reply - if there are return fees, how come your sales people don't know about them? Why would they tell me there are not? Do you have them lie? Or do you put in a clause saying 'we can charge you more at any time for any reason'? Either way...

I want to start by saying that I thought Leonidas, an employee at this location, was very helpful and informative during my selection of products and he seemed to go over everything with me in great detail and answered all of my questions. My problems began when I was told that I would be paying roughly $3200 for all of the products I purchased and that I should not receive any bills until after my bed had arrived. An important note to add is that I bought my bed during what I thought was a "promotion". I received a bill a week before my bed arrived for $312. I called the store and synchrony bank immediately to ask why I was receiving a bill and what the bill was for because I didnt purchase anything for that value. I ultimately had to report it as fraud. I have now learned that the $312 is a "promotional balance". If I am expecting to pay $3200 for ALL products on a "promotion", why am I then being billed for the cost of the promotional value?? I enjoy the bed I bought but I dont appreciate being led on to believe that I will be paying one price, and then receive a bill for something else. Because of this reason, I would advise others to be careful about buying during "promotions", because you will be billed for the full amount...

Sales experience was nice. Bed has been a nightmare for me since day 1. Started by emitting an off gassing that made me sick for about 2 months until winter passed and windows were opened. Imagine being a newlywed and unable to sleep in your new $6000 bed next to your wife. The air broke twice. They came out and replaced the entire mattress and same thing occurred. My wife thought maybe I’m exaggerating until she laid on my side. She called immediately after seeing how broken my side was! Now the mattress is so uncomfortable I can’t take it anymore. There is absolutely no comfortable setting. My number is supposed to be 35 but it just feels like a sunken air mattress. I’ve tried 40, 45, 50, 60 even 100. 100 is the only setting that doesn’t cause the mattress to slant to one side and make me feel like I’m falling off the bed. I’m awake now supposed to be sleeping but typing because I can’t sleep. I’m at wits end, aching because I’m so uncomfortable. I’m embarrassed because I’m the one who suggested trying a sleep number. After spending $6000 and after 3 years with this bed. I want to scream and cry at the same time! The photo shows how large the gap is from the bed to the headboard. Mine is more than...