Sleep Number — Hotel in Wilmington

Buyer Beware! Check the Better Business Bureau complaints before you buy. There are over 400 complaints in the past twelve months, and many are similar to mine! Customer service is horrible so you will get no real helpful support after the sale. Customer Service appears to be third party and scripted. They do no listen resulting in many wasted attempts at solving a seemingly basic problem! They also try and charge you (a lot) to come fix beds that were inoperable at delivery! Here’s the brief summary of our very painful and frustrating ongoing experience: We have purchased three Sleep Number beds in the past ten years. Our last purchase was August 31, 2024. We purchased an adjustable base for our existing P6 bed. The first was delivered and was not the correct one and incompatible with our bed. A couple weeks later another base was delivered and it did not have the correct motor/pump. We have been left with a completely inoperable bed for nearly a month! The store manager is very sweet, but she’s not allowed to give out any contact info for the next management tier so we asked that a district manager contact us after over 14 contacts with customer service to no avail! That hasn’t happened. Customer service finally scheduled another home repair and mailed us the supposedly correct missing motor/pump which arrived today. There was no pump and the control box for the motor has no ac adapter and doesn’t appear to fit our bed. It also does not have the bracket that attaches it to the base to keep it off the floor. My husband and I have been very patient and respectful to all parties. I can not say the same for the customer service reps. One actually hung up on me mid sentence. I went straight to the sleep number store, called him back and the store manager witnessed the rudeness and refusal to speak with his supervisor. Because of my experience, along with the 422 complaints with Better Business Bureau, I have lost all confidence with Sleep Number! What bothers me most is the responses by Sleep Number to online complaints. Much like their customer service, it’s a script and always denies fault! It’s as if AI is answering because they don’t exactly address the problems as stated by customers. This is most disturbing! I am an interior designer and in the past have often recommended Sleep Number beds to clients. I’m not comfortable doing that anymore. If Sleep Number reaches out and rectifies my bed in a reasonable time, days, not weeks, I will be happy to update this review. If not I will begin paperwork with grievances to Better Business Bureau and NC Attorney General Consumer Affairs. No one should spend this kind of money and be treated in this manner. It seems to be happening a...

Buyer beware at Sleep Number in Wilmington, NC. After an initial mattress tour in store, we were enthralled with the product and made a $3.4k purchase on November 14th. At the time of purchase, we were given a delivery date of December 10th which was amenable.

However, last night one hour into our 4pm-8pm delivery window we got a call from the delivery technician that they were running behind and would be closer to (or right after) the 8pm time frame. We assured them that we were OKAY with that, needed the bed on time and would be ready/waiting. They said okay - and that's the very last that we proactively heard from Sleep Number or any affiliates.

After hours upon hours and dozens of transfers, NO ONE could tell me where our bed was and why it was not delivered - yet, they wished me a good night and told me to call in the morning.

The next morning (today 12/11), I once again went through transfer after transfer only to be told that someone would call me back after they looked into it. Over TWO HOURS later, we were informed that our new bed would now be delivered on December 17th.

That's right - that's A WHOLE WEEK of sleeping on the floor before Sleep Number was willing to actually uphold their commitment and deliver the product that was already PAID FOR.

Since that's OBVIOUSLY not an acceptable consumer journey, we went back to the local Sleep Number store in hope that they could make this right.... but, they didn't.

The manager, Justin, seemed to want nothing more than to get us out of his store as quickly as possible before another shopper could overhear our situation. He did not attempt to make it right or offer ANY SOLUTION AT ALL. He was rude and took no ownership of error on behalf of the company.

For anyone considering making a purchase from this location or any other Sleep Number location, I'd highly recommend against it as they're obviously not an honorable company.

PS: If you are seeking a new bed or such, Mattress Firm has some great deals right now - including adjustable...

When we walked into the store we were greeted right away by Karen. She is very friendly and polite right off the bat. After a few questions back and forth between us we decided to try the mattress.....I was amazed! I have chronic pain and do not sleep well at all, I’m talking for years that I haven’t been comfortable in bed. Once Karen got me to my sleep number, I literally could have fallen asleep in the store. I cannot sleep on my back because of pain. Karen brought the bed up to 100 and had me lie on my back, very uncomfortable until she started going down, I stopped her at the sleep number we had gotten in my normal sleep position. I was shocked and amazed at how comfortable and pain free I was. Karen’s knowledge of her products was vast, she also understood what I needed individually to be comfortable. We decided to get the base that raises the head and feet as well as the weighted blanket and mattress pad. We felt no pressure to buy at all by Karen. I would recommend her to anyone who has sleep problems. She really knows her products and we had a great experience. I am counting the days till my...