Sleep Number

In store was a great experience but The cancellation process was an absolute nightmare and I understand your company doesn’t want people to cancel when you want to talk them into things but to purposely make it a slow and painful process is actually going to drive someone further away from your company. There should be a direct line that someone at the store can call or a direct line a customer after waiting on hold for hours after already talking to someone in queue for 20 minutes should be able to call. I have dealt with many companies in my years of business in this ranks is some of the worst along with AOL and Comcast for canceling anything. I called the new customer sign up and got through within seconds but then was told there is no direct line for canceling so it’s obviously planned that way. 2 days in a row over one hour waiting periods to cancel. I get a callback which was fine but then I was put on hold again for almost 2 hours.

I am writing to share how thoroughly impressed we have been with the customer service we have received from Adam Place in Coral Ridge Mall. Adam first spent a great deal of time answering my questions on the phone prior to our trip to Coralville. During the call, I shared with Adam that my husband and I were ultra Covid-cautious. Unbelievably, he offered to open the store for us 90 minutes early, for a private session, in order to help us to be comfortable.

Everything about Sleep Number is great except the delivery confirmation. They claim there is no way to confirm all your bed parts ordered are at the hub warehouse when the delivery team goes to pick up your items until the day of delivery, yet you get several "delivery confirmation emails and texts...one of which you confirm you will be home...weeks before your delivery date. Our bed was delayed five weeks from original confirmation date because of this poor system of communication until I researched and found a way to speak by phone to an assistant to a CEO and voice my disappointment and hardships over the matter. They then were able to get us a delivery date three weeks later without a real guarantee it would even be delivered on that date. They promised to report the issue at the next staff meeting and I was reimbursed $200 + for accessories I had purchased to go with my bed.

The primary reason for the 10 can be summed up in two words: Elishia (in the Spokane store) and Cheryl, (who called from customer service). Elishia responded to my email within 10 min of it being sent and has been a solid gold asset to Sleep Number for her helping with an issue with a bed and a breakdown in the chat line contact. Her customer service is beyond reproach and well above what I expected or deserved. She has gone the "Extra mile" for me and deserves recognition for her efforts. There have been numerous emails back and forth and her professionalism abounds. She is a real credit to sleep number and represents the company in most positive way.

I would have loved to give the delivery team a five star rating. I thought that they were professional, knowledgeable and treated my home with care. The thing that bothers me the most was that the delivery team didn’t have on shoe booties that would’ve protected my floors and carpet in my master bathroom. In the days of Covid it would have been assuring that the delivery was not tracking in dirt and germs, in to my house from every house they delivered to that day. If this is not a company policy, it should be. You’re bringing something into the most private room in their house.

Rachel in San Jose provided amazing customer service and was the reason I purchased my bed in the first place. She also helped a friend I referred. The bed is amazing and so comfortable. I am getting incredible sleep. So happy!!!

Excellent Service for a Remarkable Bed. The comfort of this bed is allowing me to enjoy going into bed again. I have issues with joint pains and getting into a comfortable position. This bed handles All of that during my sleep cycle. I wake up ready for my day.

Purchased bed 11/20/2021 with a delivery date of 1/7/2022. Received multi emails confirming the delivery and setup including one on 1/7/2022 with an appointment time of 2-5PM. At 1:16 I get an email saying delivery and setup will be 2/4/2022. 1 hour and 25 minutes on hold with customer service to be told nothing but it will be delivered 2/4. I'm going looking for a new bed, thanks for nothing Sleep Number.

I absolutely HATE this bed system and when I think about what my husband and I paid for it, in a year with multiple emergency purchases during a lockdown pandemic, it makes me want to cry. The majority reviews are so positive my expectations were high. The responsive air technology is a joke. It "responds to your movements and automatically adjusts firmness on each side". Oh? You rolled on your back, let's firm this up! Nope. What it REALLY means is "sit here while you put on your socks and I'll deflate so much you can't get out of the valley created!" Add in the regular adjustability and you may as well stick with your regular mattress. The one you roll around in for an hour before exhausting yourself into an uncomfortable sleep because you'll do the same thing trying to find your number on a Sleep Number.

Marco and Daniel did an excellent job. At no point was there any inkling of an idea that they were not familiar with the product. Marco did a superlative job of training us and making us aware of our support options. Excellent professionalism!!