Sleep Number Reviews

Yesterday the salesman in the store said that anything over 60 would damage the pillow top. Today the Customer Service Rep said she would sell me a new cover for $460.00+ dollars a deal because without my "Limited Warranty" it is more than $1,100.00 just for the pillow top. This is not the mattress we are talking about, just the pillow top. The service rep stated that the new one will not sag because it has evolved into better product. A product that advertises a 20 year bed, should not need a $1,100.00 pillow top mattress cover after the equivalent for 2 years of use. Stay away.

Lol. Sometimes I don't want to get out of bed because with my back problems, to move is to feel pain. If you have ever experienced chronic pain before you understand just how important it is to be able to actually sleep well as well as what it means to wake up virtually pain-free. The Sleep Number Bed allows that to happen whereas other mattresses do not.

Second issue, I was told that I had up to 100 days to try out the bed and if I was unhappy that I could return it. The problem is that I was misled about the purchase and yes I signed the contract taking the word of the sales person upon signing He stated "What you're signing is everything we have gone over", never a mention that the base of the bed is priced separately and that if unsatisfied with the bed that I would be stuck with a $2,099.00 base. The company refused to pick up the bed for a month and when they did pick it up they only took the mattress. They refuse to take the base. The credit card company up to this point has sided with Sleep Number. Aside from getting a lawyer is there anything I can do about this? The company sales rep in my opinion intentionally misled me.

The customer service representative supervisor, Emily, spoke to me in an extremely condescending manner. She recited out in a monotone voice that this is like buying a car with a LIMITED warranty and I should expect to be replacing things, so after a few years you should expect to have to spend $300-$400 to replace the foam and cover. She also said this is (limited warranty) all spelled out in our sleep # material. Sadly, none of this was conveyed with the salesman. For such an enormous amount of money for a bed you would think that the foam and mattress cover would last longer. At the end of me doling out the money she abruptly hung up on me after I asked for the mailing address so I can send a letter. Love spending a lot of money for a bed then getting treated like garbage. Will never buy from this company again.

That worked well for a bit, but then I started to hurt again. So, I went up to 30. Same thing happened. 2-3 days later, I went up in pressure again. This continued for almost a month until I hit 45. I did super at 45, and my back was actually STRONGER due to having proper support! But, it wasn't perfect. So I went to 50. It still wasn't the best. I finally realized that I could start at 45 and begin adding pressure, then cancel the fill. So my pressure (to start the night) is around 47. I change the pressure in my bed once or twice per season, and I LOVE my bed! Enjoy! I know you can!

Original Review: May 11, 2016

We love our Sleep number bed. However we have had 2 situations where we needed customer service. On 1 instance our $250 Split King Sheets sheets tore apart after about 9 months and we were told nothing could be done even though they were at a seam. We called the store we bought from and they said all they do is sell beds and accessories. They told us to call Customer Service - on one instance we were told "Good luck on getting through". Both times I called I was on hold for over 1 hour, I tried different times and still had the outrageous wait time. Sleep Number has to do something about this. I cannot recommend a Sleep Number bed to friends and family due to this experience we have had.

Patti went into the store to get the sheets and they wanted to charge her double of what we had paid previously. She asked about the order -- the sales person could not find it. Told her to call customer service. She left the store without getting her "free" sheets, as they would have cost her more money. She didn't feel that she should have to purchase anything more since she had not received the order that she had placed back in November. The people at the store said they could not help. In fact, the salesperson told her that it was the first time someone had come in with an actual gift certificate -- as she believed most people never opened their mail and simply tossed it in the trash. Made us wonder how often Sleep Number has to give out phony gift certificates due to bad customer service.

Patti then spent more than an hour waiting to talk to a customer service person. When she finally connected to someone, that person could not help her either. And, she could not tell if the headboard was on order or if it had been scheduled for delivery. She told Patti to call back on Monday. On that Monday, Patti called and asked for a refund to be made and the headboard to be cancelled. She wanted the amount credited first to the credit agency that had financed a portion of the purchase and the remainder to be credited to her credit card. She escalated to Lauri who said she'd handle the credit and committed to have the bed picked up on May 10th. She said Sleep Number would call on May 9th to provide a pickup window.

The 9th came and went without a call. Patti send Lauri an email midday and never heard back. It's now the 10th and Patti and Bruce wonder when and if Sleep Number will pick up the bed. Very poor customer service. We had purchased our first Sleep Number mattress many years ago. And because we loved it, we told our friends and family. They too purchased Sleep Number beds. Now, we're letting them know how terrible the service is and how difficult it is to get someone to actually follow through. Very disappointed. We'll now have a adjustable bed frame without a mattress. We've got a bad impression of your company. And, we'll not do business with you or promote your bed/services to our friends or family members.

Between the time I bought the mattress and the initial delivery date I got several phone calls to check on how my experience has been. From the salesperson, the store manager and one more person. Since that date I have heard from no one. If I had not called several times I would be still left totally in the dark. I am completely appalled at the way this has been handled. a lot has to be done to make me a satisfied customer!

We just got these a few months ago and my husband got sick and stayed in the hospital for a few months. He needs a hospital bed so we want to separate them and move 1 into another bedroom but we cannot, as they only gave us 1 power box for both beds. And when I called to ask for another box they informed me that it will cost $3000 to get 2 new power boxes and pumps for both beds. This is ridiculous. After paying $9000 for 2 beds and have to shell out another $3000 to have them separate?? I am very upset about this as we are on a fixed income and these beds were a splurge for us, and now they will be unusable for us. As I said the beds are wonderful but I think I spent enough money for this to not have been a problem and am very disappointed.

At considerable expense, we purchased the adjustable, split top mattress with additional padding, a mattress pad, 2 sheet sets, and a bed skirt. I wish we had checked this website before our (extremely expensive) purchase. The 1st problem appeared at delivery. I was appalled to find how much money I had spent for a glorified air mattress covered by pieces of flimsy foam.

The 2nd problem occurred when I asked the installers to attach the (separately purchased) bed skirt. We had been told the bed skirt attached with Velcro, which I assumed would make it easy to detach for washing. There was absolutely no Velcro on the product, only a flimsy "tuck-in" edge with "screw-in" pins to hold it in place. Additionally the bed skirt came out of its container with permanent wrinkles. The installer did me a favor by attaching it with the "screw" pieces but I later found he had screwed the pieces into the incorrect portion of the bed, adversely affecting both the bed skirt and operation of the bed's mechanism.

It took 3 friends to assist me in fixing that problem because the weight of the mattress made the fix next to impossible. Once "fixed" I found the bed skirt, even when attached properly, shifts with every move of the bed's mechanism and tangles in that mechanism when the mattress is returned to its flat position. To be fair, customer service agreed to accept a return on the bed skirt, but I realized that the company's product was the only one that would fit the bed, so I have kept the ugly, poorly designed thing.

I know you are thinking, "Tsk tsk. She doesn't like the bed skirt. How does that make a poor bed?" But there is more. So, 3rd problem, the mattress itself: With all of the extra layers we purchased, it is "decently comfortable" to lay on if you keep the mattress flat (assuming you have a ladder to help you get to the top, since the extra layers raise the height of the bed = problem #4, to me, particularly as I age). The real mattress problem occurs whenever you try to raise either the head or foot of the bed. The foam inserts shift with the movement of the bed resulting in a lumpy, bumpy, uncomfortable mattress. Since this was not noticed in the store, I wonder what special adjustment they have on their demo mattresses to help sell their product.

Restoring the mattress from raised to flat position adds an additional issue to this problem: the mattress does not lie fully flat, but tilts with one side higher than the other, resulting in the feeling of rolling off the bed. I have checked the tilt with a level, and it is considerable. Customer service was unhelpful with this problem. They first offered to have someone come check the issue at a cost of $189.00 (so much for any warranty), and then suggested we disassemble the mattress ourselves to reposition the foam. We chose the latter option (rather than throwing good money after bad) and spent a good 3 hours disassembling, repositioning, and reassembling the oversized mattress without satisfaction. The problem persists and makes the sleep experience a poor one.

This brings me to problem #5: the sleep IQ option. What a load of **. Once we figured out how to use it (the installer did NOT show us even though we had been told he would), we found the following: Sleep IQ often has us sleeping when we are not in bed, occasionally has us awake when we are in bed, incorrectly logs the # of hours slept, incorrectly notes "out of bed" activity, and, in general, is ridiculous. It tells me I've slept poorly when I feel refreshed, and that I've slept well when I've actually tossed/turned all night. It additionally reports heart and respiratory rates that are unrealistic. It is clearly just a gimmick. The daily "hints" on how to sleep better (keep lights off, stick to a schedule, etc.) are the only useful part of this gimmick, and, really, do not require a Sleep IQ app for most people. As an aside, using the Sleep IQ option seems to require a light shining from underneath the bed. So much for keeping lights off when sleeping.

Let's move on to problem #6: bed linens and attaching them. On purchasing the bed, I fully realized that I was stuck with Sleep Number's unreasonably expensive, custom made sheets. What I did not realize was that I would have to climb on top of the mattress and lift up an extremely heavy mattress corner in order to attach the sheets. I mentioned, above, that we are "aging." As a result, neither of us can accomplish the sheet attaching maneuver alone. I want to maintain my independence, not require 1-2 people to help me change my own bed sheets each week.

By the time I finish changing the sheets, I need a nap. Adding insult to injury, these, extremely expensive, sheet sets are inadequately permanent press, causing them to come out of the washer/dryer with wrinkles that do not stretch out over the mattress and further impair the comfort of the bed. Please do not suggest that I start ironing my sheets or send them to a laundry service.

One final problem (#7): the size of the bed. Although this problem probably falls on me for not fully researching the bed, it is a big issue with respect to our lack of satisfaction with this product. The split top bed only comes in king size. We had been used to queen size (from our old Sleep Number bed) and found it appropriate for our use. We had measured and knew that a king sized bed would fit into our available space (although we had not realized we would need to move the night tables far forward from the wall so they could be reached when using the bed with its head raised - I can't tell you how many times the lamp has fallen off backwards due to the table position). What we did not realize was how far apart we would now be sleeping from each other, how difficult it would be to cuddle (given the split-gap and the mattress tilt), and how angry we would feel after arguing with the bed sheets to become and stay attached.

Overall, I'm unhappy but stuck with this bed. It was too expensive for me to discard it and start over. The best I can do is warn others to avoid it. The only action that will make me happy is to have the Sleep Number company refund my money and take back the entire nightmare of a bed (base, mattress, and accouterments). Run, don't walk, to a regular bed store.

Approximately one week later I call to find out why the new bed is taking so long, I'm told I have to wait two to three weeks... I received the first one in four days! They tell me essentially that they have no clue and try to get me off the phone quickly, so I call back everyday for a few days until I talk to a lady who tells me the old one has to be received before the new one can be shipped. I thank her for releasing that (what is apparently confidential) information and immediately ship the old one back. Three days later they received it. We are now at a week after and back to calling everyday only to talk to clueless people.

I've been a Sleep Number owner now for almost a month and never slept on one. I'd love to tell you that it's a great experience and you'll get better sleep but so far I've found that I'm losing more sleep worrying about if I'll ever receive the bed. Now I've spent the day reading reviews. I'm not sure I even want the thing. I'm seriously considering just asking them for a refund and calling it a waste of time. Even IF I do receive it and it's the best bed I've ever slept on, I doubt I'll ever order another one just for the grief I've been through on this one.

The delivery process was amazing. It was faster than expected and the delivery guys were nice. They didn't provide much education around how to use SleepIQ or setting up the bed remotes (as I was told they would do) but with the instruction manual in hand I figured it out. After several days, I knew the bed wasn't for me. I have shoulder issues on my right side and the pain and the pressure on that shoulder was pretty severe. I tried making the mattress firmer and then softer and adjusting the head up and down. Nothing worked. To me, the bed felt like a glorified hospital bed, not the quality sleep experience I was looking for. Even my sleep IQ numbers a less than wonderful sleep experience. They would typically range in the low 70's and 60's, nowhere near the 90's I was told would mean I was getting a superior night's sleep. My averages IQ was 74 and it showed I was restless on average 1 hr and 11 min per night.

So, when my 30 night "mandatory" trial was over I called customer service to talk about returning the bed. I spoke with a female customer service rep who informed me that while I could return the mattress, I couldn't return the base. She further informed me that I had to pay for return shipping. I could box it up and got to a vendor of my choice. I could request two UPS labels from Sleep Number (at a cost of $30/label) and try to re-box it into two boxes myself or I could request a service to come pick it up (cost $179.99) and that was just for the mattress. I explained that our sales rep had told us that there was a 100 night guarantee which made our purchase virtually risk free. That we could return everything and not pay for the return. All she said was "If you have a copy of your contract you can see where it says the base is not returnable and that you're responsible for any return shipping."

I have to admit, given all the time we spent in the store and how often our saleswomen said "risk fee" and "just return it if you don't like it" I probably didn't read the contract as closely as I should have. Even the section of the contract where is says that you can't return the base I asked Vanessa about that and the way she explained it I thought it meant I couldn't return just the base. That it would have to be the whole bed. Never would I have thought that if you weren't happy with a bed that you could only return part of it or that the part you couldn't return wasn't even the part people actually touch! I can understand sheets and stuff like that, but the base? Then I read in a response for another complaint about Sleep Number that the reason the base isn't returnable is because of the weight of the mechanism. Really? I can return my refrigerator, my washer and dryer and my double oven, but not my adjustable base?

Anyway, the customer service rep could sense that I was not happy. So she suggested I try adjusting the topper on the bed first, flipping the memory/ latex foam topper over to the other side to see if that helped. Well, I've tried that for the last few weeks and it hasn't helped. So today I called to request my return. I got Antoinette. She offered the same solution as last time (flip the topper) and also suggested that I have a service technician come out and add memory foam to the topper to see if that helped. I told her given everything that's happened, I felt going with a completely different mattress instead of trying to "fix" this one would be better for me. I shared with her my dissatisfaction at the whole experience and while she said she was sorry that I wasn't happy, she didn't' offer to try to make it right. In fact when I told her how unhappy I was her response was "There's nothing I can do about it".

I shared with her that I was not happy that the word "bed" and "mattress" were used interchangeably in the store. I was told I could return the "bed" if I wasn't happy. To me, "bed" meant the whole thing -- mattress and base. If just the mattress is returnable then the salespeople should use the word "mattress" not bed. She did say that she'd talk with the store where my purchase was made and let them know what happened, but what does that do for me? I asked her to push this up to her manager and she said she would. But I'll be surprised if anything ever comes of this. At the end of the call I asked her to verify the amount of credit I'd be receiving. It was at that point I learned that there was sales taxed charged on the return delivery. So the actual cost to return the mattress was $194.39, just another pain in my side.

Updated on 4/26/2016: I received a response from Sleep Number that they would not share my review on their website as my review was more about their return policies and not about the bed itself. So I am revising my review on this website to include a complete review of the bed, the store's sales practices, and the company's customer service.

My purchase was in February of 2016. My husband and I wanted to upgrade our mattress and decided to try Sleep Number. After over two hours in their store, we were torn between a lower cost mattress and base and the much more expensive i10 and Flex Fit3 base. During the entire sales process, our salesperson (Vanessa) who was very nice kept referring to their 100-night guarantee. If we weren't happy with our selection we could return or exchange it.

With that peace of mind, we opted for the more expensive choice along with sheets, pillows, pillow protectors and a mattress cover. The total cost was more than the cost of my first new car. A little sticker shock to say the least, but a good night's sleep is important and, after all, if we could return it why not? The delivery process was amazing. It was faster than expected and the delivery guys were nice. They didn't provide much education around how to use SleepIQ or setting up the bed remotes (as I was told they would do) but with the instruction manual in hand, I figured it out.

After several days, I knew the bed wasn't for me. I have shoulder issues on my right side and the pain and the pressure on that shoulder was pretty severe. I tried making the mattress firmer and then softer and adjusting the head up and down. Nothing worked. Additionally, I had some issues with the overall quality of the bed -- noisy air pump when inflating, bed would soften over time like it wasn't holding the air, very warm sleeping temperature even though I was told the mattress had cooling technology, not a true plush top mattress as I could feel the "wrinkles" in the mattress below the surface when not fully inflated, massage unit was so loud that it wasn't even not relaxing and even on the softest setting the mattress felt uncomfortable and hard in places -- maybe it was those "wrinkles")

So, to me, the bed felt like a glorified hospital bed, not the quality sleep experience I was looking for given the price I'd paid. Even my SleepIQ numbers showed a less than wonderful sleep experience. They would typically range in the low 70's and 60's, nowhere near the 90's I was told would mean I was getting a superior night's sleep. And, for the time I've had the bed, my average SleepIQ was 74 and it showed I was restless an average of 1 hr and 11 min per night.

So, when my 30 night "mandatory" trial was over I called customer service to talk about returning the bed. I spoke with a female customer service rep who informed me that while I could return the mattress, I couldn't return the base. She further informed me that I had to pay for return shipping. I had three options: 1) I could box it up and go to a vendor of my choice. 2) I could request two UPS labels from Sleep Number (at a cost of $30/label) and try to rebox it into two boxes myself. 3) I could request a service to come pick it up (cost $179.99) and that was just for the mattress. I explained that our sales rep had told us that there was a 100-night guarantee which made our purchase virtually risk-free. That we could return everything and not pay for the return. All she said was, "If you have a copy of your contract you can see where it says the base is not returnable and that you're responsible for any return shipping."

I have to admit, given all the time we spent in the store and how often our saleswomen said "risk-free" and "just return it if you don't like it," I probably didn't read the contract as closely as I should have. Even the section of the contract where is says that you can't return the base I asked Vanessa about that and the way she explained it, I thought it meant I couldn't return just the base. That I would have to return the whole bed. Never would I have thought that if you weren't happy with a bed that you could only return part of it or that the part you couldn't return wasn't even the part people actually touch!

I can understand sheets and stuff like that, but the base? Then I read in a response from another complaint about Sleep Number that the reason the base isn't returnable is because of the weight of the mechanism. Really? I can return my refrigerator, my washer and dryer and my double oven if I'm not happy with them, but not my adjustable base because it's too heavy?

Anyway, the customer service rep could sense that I was not happy. So she suggested I try adjusting the topper on the bed first, flipping the memory/latex foam topper over to the other side to see if that helped. Well, I've tried that for the last few weeks and it hasn't helped. So today I called to request my return. I got Antoinette. She offered the same solution as last time (flip the topper). When I told her I'd already tried that she suggested that I have a service technician come out and add memory foam to the topper to see if that helped. I told her given everything that's happened and my overall dissatisfaction with the mattress, I felt going with a completely different mattress instead of trying to "fix" this one would be better for me.

I shared with her my dissatisfaction at the whole experience and while she said she was sorry that I wasn't happy, she didn't' offer to try to make it right. In fact, when I told her how unhappy I was her response was "There's nothing I can do about it". I shared with her that I was not happy that the word "bed" and "mattress" were used interchangeably in the store. I was told I could return the "bed" if I wasn't happy. To me, "bed" meant the whole thing - - mattress and base. If just the mattress is returnable then the salespeople should use the word "mattress" not bed. She did say that she'd talk with the store where my purchase was made and let them know what happened, but what does that do for me? I asked her to push this up to her manager and she said she would. But I'll be surprised if anything ever comes of this.

At the end of the call I asked her to verify the amount of credit I'd be receiving. It was at that point I learned that there was sales taxes charged on the return delivery. So the actual cost to return the mattress was $194.39, just another pain in my side. And, it's funny that even though the heaviest part of my bed isn't returnable, I'm still paying the same amount as the original cost to deliver and set up the whole bed!.

So as I explained to Alan in customer service after he responded to my original review and said he was sorry I wasn't happy with the company's policies. It's not the policies I'm upset about. What I am upset about are the sales practices in the Sleep Number stores and how the personnel in the stores explained the policies (there are other reviewers who've experienced the same misinformation as I have). "Risk-free" is obviously not "Risk-Free" and "you can just return or exchange the bed" wasn't true either.

As I mentioned in my comments, I did receive the contract, but the verbal explanation that was given even after I asked several questions to clarify the policies led me to believe that the BED (not just the mattress, but the mattress AND the base) were returnable if I wasn't happy. Believe me for $10,000, I really wanted to like this bed. I was looking forward to an exceptional nights sleep. That never happened. That was disappointment enough. But then to have to go through this as well and feel like the company really doesn't care just adds insult to injury.

An additional side is the conversation that I overheard my salesperson Vanessa have with a customer right before us. They bought a bed that was on "special". They were asking about the return policy as well. Vanessa assured them that they could return their bed if they were not happy. It was later brought to her attention that the customer could not return a "special" purchase bed. Vanessa simply shrugged her shoulders and said, "It doesn't matter. I know they'll like the bed." Now I don't know what happened after that.

I'd like to think that someone called that couple and explained that to them. But I don't know. Given what I've gone through and the misinformation I've received, I'm not very confident that that's what happened. (Ironically, it was the fact that the "special" mattress was not returnable that finally made me purchase the more expensive mattress. Thankfully I did. Otherwise, I wouldn't have been able to return even the mattress!)

You see when you go to the store and they put on the little show for you, they have you lay on your back and come up with your Sleep Number based on how well you feel supported (they do this on the C4). Mine was a 45, but when I got home I would adjust it from time to time depending on my mood and sometimes just was not comfortable at all so I slept at 100... for a long time. Then I realized something, perhaps my issue with the bed is that I was given the test laying on my back, but I am a side sleeper. So like the test they did, I laid on my SIDE with the bed at 0, then slowly from there I increased the number. I am a 65 now and I been sleeping better since. I still wake up from time to time but I would say I went from 23 times a night to about 6-9 times.

UPDATED ON 05/06/2016: The company Sleep Number will dispute this and that's fine, they have the right to. The last response said they found a account, first they did not say they found anything about previous issues or items sent to my house. Just some recent e-mails. Luckily I still have one of the 3 boxes last sent to my home with a UPS label. No matter what they just won't fix something that's defective. If I and others have the same problem why should we fix it? For the money and the problems it's a poor product no matter if it's disputed or not. The bed should not have to be fixed once let alone 2, 3, or 4 times. I'm standing by this and will contact BBB also.

Last week, April 11, 2016 the replacement bed went completely flat on one side. The setting is now 5 instead of 100. It won't hold the setting. After repeated calls to Sleep Number I was informed the bed is out of warranty and the parts would cost me 40%. This replacement bed is 5 years old. I then called 6 customer service reps trying to get help to diagnose what the problem was. If they sent someone to the house to diagnose the cost would be $200. We had to switch the hoses ourselves to avoid the house visit. As a result, I was charged $251.91 for a new pump. If the bed doesn't hold a proper setting I have 30 days to return the pump to get a refund. Then I am to work with the CSR's to figure out what the problem might be.

Meanwhile, the bed is pulled away from the wall. It will take approximately 10 days for the pump to arrive. You can't sleep in the bed. This was a very bad decision on my part to purchase the Sleep Number bed. The first one lasted not quite 3 years. The replacement is 5 years old and can't use it. This company does not care about their quality of workmanship or customer satisfaction.

I would never recommend these beds to anyone due to the lack of service when something goes wrong. They offer to send out a tech for $179. And then he can recommend what is needed but it's another $179 if you have him come back for installation. Most people that get these beds simply can't fix the problems by phone and are just out of luck when something happens to them. The service rating speaks for itself. Big rip off for me and I will just buy from a company that not only has sales but also service!

When my bed was finally delivered in late Feb 2016, they brought the wrong adjustable power box and thus the bed did not work. I waited another week and a half to get the correct power box. Once the bed as I ordered was set up, the remote for the adjustable base did not work well. I had to shake it like crazy, punch several random buttons and shake some more to get the remote to 'connect' to the power box to adjust the bed.

Additionally, when I did get the bed adjusted to my preferred sleep number it provided NO back support. It sunk down in the middle sort of 'sagging' and was stiff around the edges where the wrap around foam was padding the air mattress (which looked like no more than a blow up pool float). When you let air out of the mattress the center sunk down leaving a small depression in the bed that was impossible to maneuver yourself in. Rolling over or even getting up out of bed was very difficult unless you re-inflated the bed back up to 90/100. This in turn meant you had to deal once again with a remote control which did not easily connect to the computer box.

I called Sleep Number and complained, telling them I wanted to return the bed and the adjustable foundation because neither worked as advertised. It was at this time that I was told there would be absolutely no returning the base. I told them the remote was not consistently functioning with the base and I wanted to return them both. After much conflict and they finally agreed to take the base back but would charge me a $300 restocking fee along with a $175 shipping fee. So I was out $475 and that does not include the crappy bed skirt that would not stay on the bed and the mattress protector I was told I had to buy in order to get the warranty on the bed... another $175 down the drain as I can use neither on a regular bed. So my total loss $650.

I filed a complaint with the Washington State Attorney Generals Consumer Protection Division and they picked up the complaint and sent Sleep Number a notification. Sleep Number replied stating they would not change the original agreement on taking the bed back, even though the base was non functional as advertised since it was put together. I am not seeking to recover my losses through Small Claims Court. I do NOT recommend ANYONE purchase ANYTHING through Sleep Number. They falsely advertise a 90 night trial and state that if you are not satisfied FOR ANY REASON you can return the bed. They leave out the part where the base is non refundable and that you will be charged all kinds of 'restocking and shipping fees' which ALMOST equal the cost of the base depending upon the base size you get.

I believe Sleep Number KNOWS they have MAJOR issues with their beds and adjustable bases and they cover this up, all the while continuing to sell a defective product. They are guaranteed at least $475 for each sale even if the sale falls through because a customer is dissatisfied with their product. For THIS reason, I will likely try to open a Class Action Suit against them based upon the multitude of complaints about Sleep Number's products I am now finding online.

I contacted customer service, and all I got was rude service, and I still ended up with that broken pillow. I believe it is a manufacturing error since I did not misuse the pillow, but the customer service representative just kept insisting that the exchange policy is 30 days. I gave him details from the start of the conversation so that he can pull up my order history and understand my situation better, but he did not do so and just kept asking me about the product I have bought over and over again. Totally unhelpful!

No one ever called us to smooth things over. I cancelled my order via the 1800#. They offered to take money off due to the troubles we had and I said no. I was done. I have wanted a Sleep Number bed for years. When I spend $2500 on an item I would hope for better service. I blame the store where we purchased the bed for their lack of communication, consideration, and for lying. I blame the delivery dept. for not giving us enough time to coordinate our schedules when in print it said we would be contacted 5 days before delivery. Customer service via the 1800# was great and I got my refund in 3 days. As for the store, I will never ever recommend them. Those employees only care about the sale. Shame on their manager too for not taking our concerns seriously.

Why did I pay thousands of dollars for a Sleep Number that is supposed to have a 20 year warranty and be ADJUSTABLE to have to fill it up to the max and then as quickly as possible disconnect and put a cap on it so I have NO IDEA what the number is instead of my 55? How does this account for a warranty or repair? I went back to the extra Sleep Number in the guest room to find that the air chambers had molded. I was so disgusted I threw it away. After moving and frustrating conversations I tried to ignore the problem but it became so frustrating that I contacted Customer Service again. Their solution? Pay for parts. Why would I pay for parts for something that is under warranty? Why would their sales people in not one but 2 locations tell me repeatedly that the beds were covered under warranty and that I would be taken care of if issues arose.

After reading other people's reviews it seems I was mistaken in purchasing a sleep number not once but twice. What a waste of money. I can't imagine spending more money on a bed that cost as much as this one and doesn't work properly. After live chatting with customer service for the 2nd time after speaking with reps in store several times I have now been advised to CALL customer service. How many conversations does it take to solve a problem? As a Customer Service Manager, I am appalled.

They tried to tell me it was perspiration and we should purchase a waterproof pad. We did purchase the waterproof pad the day we bought the bed and it has been on the bed with an additional thick mattress pad over that since the day it was delivered. We were sold on this bed mainly because of the great warranty. What a crock that was. We will never spend another dime with Sleep Number and we will be making sure to let everyone we know that is even thinking about a Sleep Number about this. Very poor rating for customer service and warranty from this company. We will never be back!!!

Updated 4/4/2016 - I received a response from Sleep Number on my review. True to form, they left no way of contacting the reviewer to resolve this problem. I could start the process all over again and start calling the same number I have but since they didn't give me any satisfaction or return calls I guess I'm out of luck. I will never recommend this company.

Since I signed the receipt when we purchased it (no refunds on the base) we were stuck, even though the bed was delivered 2-3 weeks after the purchase so we had no way of knowing it didn't do what the salesperson said it would. They didn't care that the salesperson deceived us and that was the reason why we bought that base. The customer service rep just kept repeating "you signed the paperwork." Horrible experience and would not recommend anyone buying a Sleep Number bed.

Even in the instructions it tells you to always gradually switch your number if you decide to change it. On top of those problems, we are also tired of not being able to actually sleep by each other. If I decide to roll over to cuddle, it's like rolling downhill. Plus that will change the pressure on his side of the bed which messes with his number. The big foam piece that is in the middle which divides the sides of the bed makes it near impossible to even use that section of the bed. It's very uncomfortable. Overall we are very dissatisfied with our Sleep Number and are to the point we no longer want it. I've called customer support and spoken to the supervisor and the only thing that was really offered was for them to troubleshoot and for us to pay for newer parts and labor if necessary. Why would I want to put more money into a bed that I am so dissatisfied with. At this point I would not recommend a Sleep Number to anyone.

We were also told in the store that we could return it all and then they tell us later that we didn't read something correctly and that the store shouldn't have told us that, and now we have to eat the base and won't refund any part. So don't trust this company and the line of garbage they tell and sell you, watch out for the guys on 135th store in OP KS, they say anything to sell a bed to make money.

A year later, I was still having trouble finding a comfortable night's sleep, so I was advised to "switch sides of the bed and try again." Fine. Still, no dice. November of 2015, I got completely fed up with this thing and called the "comfort specialists" they talk so highly of. Got a guy who offered to upgrade the bed to the "P5 foam" top. Fine, fair enough. After 6 weeks I got the new top, installed it and started trying to find a number, working up by 10s each time from 10 all the way to 100. Nothing improved. At. All.

Why do I hate this bed? I go to bed around 10:30 at night and awaken between 1:30 and 2:00 AM with lumbar and thoracic paraspinal spasms, QL spasms and even tightness and pain in the ribs. I'm a chiropractor by trade with nearly 10 years in practice, so diagnosing is part of my job. I've experimented with everything including an easy chair, a sofa, a cheap older spring mattress and even the floor. Amazingly, I awaken after a FULL night's sleep with no pain, spasm or other discomfort no matter what other surface I sleep on. None.

Now bear in mind I've neither changed nor added activities since buying this bed, nor have I changed work hours, habits or patient volume. I've changed nothing with this bed, so that rules out a lifestyle issue as the cause of said pain/spasm/discomfort. I've even been evaluated by MRI and EMG/NCV, showing no injuries causing these problems. The only thing that causes it is this damn bed.

How has Sleep Number responded? The "comfort specialist" I spoke with this afternoon ran through the usual script, offering me a surly attitude that she was "simply asking questions" even though I provided her a thorough history of the issue and what had been tried previously. Finally, she stated that "sorry, it just doesn't work for you, and you didn't figure that out before you're out of the return window so I can't help you." She then offered to sell me a memory foam mattress pad, stating that the bed "wasn't luxurious enough" and that more padding may help. May help?

Your representative neglected that SLEEPING ON THE FLOOR OFFERS A BETTER NIGHT'S SLEEP THAN THIS BED, AND YOU'RE TELLING ME IT'S NOT LUXURIOUS ENOUGH?! Hell almighty, I slept better in an easy chair with a shattered shoulder blade and fractured collarbone and ribs than I do in this bed! Not luxurious enough... whatever.

Beyond that, she told me that she was sorry that I "didn't like the concept of the bed" which is simply a bold faced lie. I understand spinal biomechanics. I understand what lateral loads and pressure points can do to the anatomical structures of the spine and the surrounding musculature. Jamming facet joints and torquing discs can lead to myriad problems, for sure. Biomechanically, this bed should be a perfect answer to sleep issues. However, it's not. And DON'T put words into my mouth that I "don't like the concept of the bed." No representative will EVER tell me what I do and don't like from a biomechanical engineering standpoint and the condescending nature of the representative in question is beyond disgusting.

It's sad that a company will advertise that this bed can be adjusted to fit anyone and offers "89% of study participants reported improved sleep quality on a Sleep Number® bed.*" yet the study in question is vague and not properly cited for review. Claims include "lasts twice as long and costs the same" as a standard mattress and "92% of owners would recommend" it to a friend.

Let me put it this way: I have patients ask me EVERY DAY what they should sleep on and what I sleep on. I tell them honestly that I "sleep on a Sleep Number, and I hate it. Buy ANYTHING else." I will not lie to my patients, nor will I make them deal with the same garbage I have dealt with from their customer service. Incidentally, my wife is a therapist as well, and she ALSO can't find any comfort on this bed. Now, if it were just myself, that's one thing, but my wife can sleep like a log pretty much anywhere. And if she can't get comfortable, I can't imagine how bad this thing is.

Sleep Number, you have a shot at making this right. Why don't you take it and show this health care professional what customer service is and show that you want to make yourself look good in front of the people who should be the front line and your biggest fans: healthcare practitioners. Your move, Sleep Number. Your move...

I finally receive my first bill from Synchrony that still showed the $5500 mattress/frame combo. Upon calling Synchrony they tell me Sleep Number didn't refund the amount yet. Mind you they already picked up the mattress. I call Sleep Number who FINALLY fixes the price and states they will handle getting the monthly payments adjusted with Synchrony. I didn't have a good feeling about what I was told by Sleep Number's billing department, so I called Synchrony a few days later. I was told that my minimum payments would still be $150/mo even though the amount I owed was $1900.

Confused, I asked why I would be paying $150/month for a $1900 payment. I was told by Synchrony that they & Mattress Firm guaranteed I would be allowed 36 months to pay off the $1900. I then questioned how they would allow me 36 months to pay without interest if the monthly payment was $150, and $150/mo would pay off the frame in 12 months, not 36. To which I was told "That's just how it works" and "Only Sleep Number can contact us to change the Monthly Payments."

I call up Sleep Number and guess what - I'm told I'm out of luck because they don't handle the financing directly. So now I'm stuck in a battle with a finance company used by Sleep Number over my high monthly payments. I'm now being forced to pay off my frame in 12 months, even though my financing contract says 36. I'm being penalized for returning a mattress that has a 100% guarantee. Stay away from Sleep Number & Synchrony. Simple as.

We are truly perplexed by the lack of customer service and wonder about the 25 year warranty, since no one will discuss that as an option with us. Loved the bed when it worked properly but hated the customer service or I should say LACK of customer service we have received since we began having problems with the bed. No one seems to care to help us resolve the problem with our bed.

If you pack and ship, you supply boxes plus pay. They say 3 boxes with shipping label cost of $29 each. But the disappointing part is discussing an exchange. We had pretty much decided to up to the m7 a plus $1800 or more. But with exchange, no satisfaction assurance. Basically a final sale. This was unacceptable! So I am returning. Crazy part is, I can immediately go buy a new m7 and I get a fresh 100 night satisfaction guarantee... Buyer beware on return costs AND any exchange.

We told our sales that we will be moving in a month from CA to TX, and would like to know where to ship the mattress. He said since we do not required the tech to set it up, it should be there in 2 weeks, and should be getting a call couple days before to let us know it will be there. So we decide to have to ship to CA. 2 weeks passed, we have received nothing, and no phone calls. We called in and ask, it wasn't ship nor made yet! WHAT?! So we request to change the shipping address to TX.

Another 2 weeks past, we called again to make sure everything was good, because it would have been about time to ship. Reps said all address is correct, and need another week or two, and offer us a free complimentary set up with shipping due to all the problem. 2nd week being in TX, we got a call, say it is ready to be deliver on that day, to CA. WHAT?! After several calls, we found out that the rep we talked to change our account address and not the shipping address. Great! Now it's more waiting. The rep offer us a partial refund for their mistake. Finally it got here on 12/29, month and a half after we made the purchase on veteran's day 11/11.

And more problem begins! The bed is nothing like what I tried at the store. I am really sensitive to things like that. I tried sleep on the number that I was tested out at the store (45), cannot get a good night sleep at all. The foot of the mattress is way too firm and my upper body sunk in way too much. Feels like I'm sleeping with my feet up and it's hurting my back. After a couple nights, I adjust it to 60, and finally I can sleep with some firmness, but it is still hurting my head and neck due to the shoulder sinking in and my feet elevated. My neck had never been this stiff and sore for this long in my entire life, not even when I was in college spending hours putting my head down reading books!

Couple months in, while I've accommodate with the mattress with my long term stiffness in my neck, my boyfriend started to develop issue with it. He cannot get comfortable with the mattress, no matter what setting and what position he's sleeping in, it is hurting his hip.

Never have I had a mattress with so many problem, and never have we discuss about returning a mattress so many times in such short time frame! At first, we were like many people, didn't want to go through the hassle of returning a mattress since we're "OK" with it. But, in a deeper thought, we spend $2000+ of our hard earn money in it, it should not be "OK", it should be with much greater satisfaction! I travel for work a lot and I love sleeping in those mattress than my own bed at home! So we decide to get a refund on the mattress. Like most company, shipping is on the customer for return, which I'll settle it as a renting fee for the mattress.

As I'm dissembling the mattress for the return, that's when I realized the foam topping is 3 inches shorter that the mattress near the head, which mean our top of the mattress where the pillow lays have about a quarter without the foam topping. I am not sure if that would affect the overall comfort of the mattress, but I sure do feel a little cheated. Anyway, we are returning this mattress that been giving us issue since Day 1, and getting a refund less shipping. I have to say, we DID fall in love with the mattress we spend hours trying at the store, but the one we got is nowhere near! Not sure if it's a defect or it's just how they get you to buy them...

Updated on 04/08/2016: It took them another FULL month before they picked it up and they refused to give me a receipt. They said they would email it to me. I never got the email so I called Sleep Number. They told me they have no record of it being picked up and therefore I would not get a refund! Imagine that? So my $6K just got flushed down the toilet and I need to buy another bed! This is one crooked company!

The same day I spoke with customer service I finally got in touch w/ my original salesperson and told him the problems - he promised he would take care of it and that what the customer service person told me was incorrect. He did not get back to me. So here I am with a mattress that will probably end up on the floor soon at the way it is shifting that cost me (a senior citizen) quite a bit of money. They nick you for every nut and bolt that you need for the bed. Unacceptable. Do not buy one of these beds!

After a couple calls with customer service, they did try to help fix things by sending some additional material to put in the bed, still did nothing to fix our problems. A bed for this price should not have this many issues from the get go. After all of this, we are sending this thing back, so I basically have paid $360 to have a bed shipped, and now picked up that was nothing like I tried in the store. Oh, I am also out the 200 I paid for the mattress cover, which because I brought it home with me when we ordered the bed, is now out of the 30 day exchange, even though I didn't put it on the bed till weeks later when the bed arrived. If for some reason you do feel compelled to buy this bed, don't buy the mattress cover until you get your bed so you're not stuck with that thing too.

We made the mistake of trusting that manager, and, for that matter a company that has bad customer service on this issue and when we returned a remote that was unresponsive and it rattled and was replaced with one just as bad. We cannot recommend Sleep Number to anyone because of the deceptive practices both at the store and from customer service. Again, the store manager assured us it was returnable and we trusted her. Even the advertising about snore reduction in current TV ads is bogus - in our case. My quality of sleep is no better, thus negating any benefit of a hugely overpriced bed. There are other beds that flex that are equally comfortable and at 40% of the price we paid. We ask that we be able to return the bed - with frame - as it is lightly used and can be used as a demo unit in a store, if this is such a problem for a big corporation.

Just know that if you are used to a normal mattress, you are not going to like the Sleep Number bed. It does not stay firm, but loses air. They know this and try to mitigate the problem by saying they are giving you the control over the firmness with a pump that can re-inflate the air chambers. Response back from the company to our complaints has been zippo, nothing, nada. One request of pictures, which I sent. NO RESPONSE! So be forewarned. These beds can be very expensive, partly because I'm sure it's to pay for the slick advertising that makes it look like comfy. Good luck...

It took the company another 3 weeks to pick up the bed after giving a 5-day window. The company now says that he owes over $500 for merchandise pick up and a restocking fee for the adjustable frame. We talked to representatives up to the corporate level with no satisfaction. We are frustrated by the inconvenience and expense of this entire experience.

This company is the worst company I have dealt with in my life. The fact that they say that it took 2 months to get my bed because of a computer upgrade is insulting to anyone's intelligence. On top of that it has been a month and a half to return it and I still don't know if it is returned or not. I would never ever do business with this company ever again and I guarantee no one I know will now either. All I want is my return credited to my account immediately. A month and a half is insulting to the consumer. Ridiculous is more like it.

The bigger issue is the sagging in the middle of the bed. When it was delivered and set up by your techs, it appeared and felt like it was sagging to center of bed, not like the perfectly flat one I spent an hour on in the store prior to purchasing. Tech said it would "plump up" over a couple of days. I am 136 pounds and have kept it at 100 for 2 days so it would get flat. So far, that has not happened, and because of this I have woken up with more neck, shoulder/spine pain than when I went to bed. It only gets worse throughout the day. Finally, this morning I looked at the mattress and foundation and see that the mattress is not fit on the foundation. It overhangs by at least 2 inches on side and inch on left. Head of bed is popped up so it is also higher than the middle. I called customer service and she said set up techs would call. They did, but they won't be here until Friday.

It is Monday. I cannot sleep on bed as it, so I will try to sleep on my tile floor with a couple of memory foam pads under me. At least, it will be flat so my head won't be pushed forward during my sleep. I spent $2600 and some on this system. I tried it out in the store. The one in the store was flat. And, to wait 5 days to try to get a fix is ridiculous for this price point. Even fixed, how will I sleep on this without getting sick. (I have the chat printed out where I asked for the total encasement cover at same time I purchased the bed. Now, instead of looking forward to resting on my great old bed, I have to steel myself to being in pain or sleep on the floor. This is a poor start and am beginning to question my decision to buy one of your beds.

I called back and talked with yet another lady who after listening to me stated she would talk with her supervisor and call me back in 20 minutes. It has now been over 2 hours with no call back. I am just about ready to cancel this order and find another company that actual cares for its customers and concerns. Seems no one wants to take responsibility for their actions. Very upsetting.

I hate giving up the bed and losing this money spent with years of dissatisfaction but we must. The company has been fine with the replacements but the bottom line is pure disappointment. We were even told there must be faulty wiring in the house. That has to be the worst statement of cause we've ever heard. $2500 was not spent wisely. We've seen a lot of reviews stating the same problems. So now we are going out again after 5 years and looking to spend another $3000 or so for another bed in our senior years now.

Usually after waiting on hold at least 30 minutes, they just walk me through a factory reset on the remote (which I can do by myself in a minute or less) and then I get the same line repeated to me every time- "Well, the bed is working now so we can't do anything." And the bed will allow me to adjust the base for a day - and then the next day it's back to the same problem and I can't get it to move. I can't believe a nearly $3000 bed can't even work for one month, and that the problem still is not fixed! For that kind of money, I should not have to reset the remote every single day to be able to adjust the base! Very, very disappointed in this purchase and I wouldn't recommend Sleep Number to anyone!

When I went to the store I bought it from the salesman was very sorry... so sorry, but could do nothing and needed to help a current customer rather than me. Now that we have had our bed for a couple months I can already see the issues. My shoulders are cramped no matter what number - when I have it soft 35 which is most comfortable it turns into a bowl. The 100.00 sheets wrinkle up because at 35 the mattress is much more shallow, and after only two washings they are already pilling. That is the most I ever paid for sheets and I very disappointed. I would like to return the sheets and get my money back. As for the bed, I have to check to see if it's been 100 days. : <

On the morning of delivery (which was supposed to be today), my husband received a call stating that our delivery was canceled and would have to be rescheduled for a week out. Knowing neither of us could take more time off, I called customer service to figure out why our delivery was canceled. I was told it was a truck issue and there is no storage area in Reno, therefore our bed would have to be stored 5 hours away and we would have to wait until next week.

At that point a couple questions ran through my mind. The first being how could such a large company only have 1 delivery service in a city, and the second being how is it my problem that there is not a storage in my area? I asked if there was any way we could get a spot prior to next week and was told Saturday could be an option. I was placed on hold and the customer rep came back and said all those spots were full and next week was the best they could do.

I have never had such a horrible customer experience before and we haven't even received the bed yet! I am blown away that such a large, and what seemed to be a reputable, has such terrible customer service and poor delivery planning. At this point I'm considering asking for a refund and saying forget it. I will be warning anyone who asks about this bed to seriously consider the delivery issues!

Well we now have a problem. The bed is noticeably sagging in several places. So we followed the advice given when we bought the bed and called customer service, an oxymoron in and of itself. Apparently we are out of our "limited" 2 year warranty (the paperwork said 25 year limited warranty and then had small print to go to the website for specifics). Therefore we can purchase new foam for about $200. We were also informed that the foam only lasts about 2 years and we will have to replace it about every 2 years, the price for the foam going up 20% every year.

This is a joke! No one told us we would have to replace the foam every 2 years. If they had we would not have bought the bed. There is no point spending $6000+ on a bed that will only last for 2 years before you have to pay hundreds of dollars for it to work right. Do not buy a Sleep Number bed! It is a false advertising scam that the company should be ashamed of. Stand by your product... you change enough for it! At least my previous mattress that I paid half the price for lasted 5 years.

Anyway, the techs came out, discovered two problems and had me perform the overnight troubleshooting. I called the next day as required, paid a prorated charge for the ROTTING FOAM RUBBER, even though the bed was less than a year old!!! I was instructed to call for service after all the parts arrived. They finally did in two shipments. I spoke to a nice customer service rep who secured a waiver for the $179.90 tech fee due to the hassle and runaround I had for six months! I had to cancel the installation appt. because I was in the hospital with pneumonia AND THE FLU!!! I called today to schedule the installation. There was no record of my cancellation or a fee waiver!!! How convenient!!! I could go to small claims court and sue and receive damages even, but my cardiologist does not want me to stress out my heart, etc. So I paid the $179.90 fee just to get this situation over with!!!

But my son and his four high-tech friends who WERE going to spend $3,000 on the best sleep number bed saw all the problems and pettiness and nickel and diming had to endure, the waste of my time and the known and ongoing problems with air leakage, rotting foam rubber, etc. decided to NOT purchase ANY SELECT COMFORT BED! So for poor customer service and lies, that company LOST $12,000 in sales! What idiots! They do NOT back up their products, their sales staff are liars and the products fail with the same problems!!! Don't be a fool and purchase these beds!!!

The Sleep Number sales associate told us that most people never feel the split in the mattresses (if it's at only the top or all the way down), told us that the split all the way down was actually better because the split at only the top was actually a little wider, and guaranteed that we would be happy. Well, having the split in the middle has become a nightmare (we think it would be the same with having only the top split or all the way down). At first it was not too bad but it started to separate a little, we would adjust the base and everything was fine. Now we have had the bed for about 6 months and the space between the two beds is getting larger but the base is not moving apart (it's the mattress itself) and there is nothing we can do to correct the issue. The space between the two beds is about 4" and it really has both my Wife and I questioning our decision to purchase the bed.

One of us usually ends up falling into the space and in order to stop from doing that, we have to sleep as far to the edge/outside as possible. A bed that cost us over $12,000 should not be coming apart after 6-8 months or giving us so many issues. We went from having a King Size bed to now both sleeping on what feels to be a "single" size mattress, if we get too close to the center we fall into the "split" (more like a canyon). The way the mattress feels/works is great. The adjustable base is great. The actual way a Split King or even a King with the split on the top feels, is 100% terrible. If you want to stay as far from your spouse as possible and have the ability to fall into a mattress canyon, the split is for you!! Very different experience from the Sleep Number commercials and what we were told by the Sleep Number sales associate...

March 8th arrives, I took off from work and my husband and I cleaned out the furniture from my son's room (who was going to get the Sleep Number bed we currently have now). The delivery period came and went so I called home delivery once again to find out what was going on... I was told the delivery had been canceled and rescheduled for the 14th due to some missing items in the order. Understandably I was very upset no one had the courtesy to call and let us know the delivery had been changed. They told me I needed to speak to customer service. They offered no apologies nor attempt to rectify the situation.

I was then transferred to customer service and after 25 min I was told customer service doesn't handle issues with home delivery. At that point I asked to speak with the supervisor or manager. I was then told to call the manager of home delivery. I called home delivery yet again and was put on hold again... by now I have been on the phone 45 min, I was then told a supervisor or manager was not available and I needed to speak with case management and was offered a phone number. At this point I was completely fed up from being given the runaround and hung up on the person.

I am livid with the service I have received and wonder how anyone can do business without keeping the customer informed. This is a $10,000.00 mattress we bought and I am absolutely ready to cancel the purchase! I took off work and prepared for the arrival as suggested and have received nothing but a hassle from the incompetent home delivery service. Needless to say... I am canceling the purchase!

I called customer service because at this point we are both getting headaches anytime we try to sleep in the bed. The chemical smell has not gone away or lessened. We are so disappointed with the customer service. We feel like we were lied to on multiple occasions. Both times were in the store. Once with the estimate of assembly time and again when the salesperson said there will be no fees to return the bed. We specifically asked him that question.

After speaking to sleep number they are charging us $179.00 to return the bed that is making my boyfriend and I sick. Do not buy anything from this company! They will say anything to get you to buy it but once you have it they're not willing to keep their word. We are out $179.00 which would have been understandable had our question been answered appropriately. If the salesperson wasn't sure of the policy he should have said "I'm not sure, let me find out for you" or just a flat out "I don't know" would have been fine too. To lie about it is wrong and for that I do not recommend this company.

Went to check on the status online but wasn't able to trace the order so I contacted customer service again. The rep was extremely rude talking over me and couldn't tell me if the part had left their warehouse or not. I'm pursuing what I can do to expedite a complete refund now. The customer service rep argued with me about her wonderful Sleep Number bed experience I guess thinking this should somehow convince me I'm the one in the wrong for not understanding.

Original Review: March 5, 2016

I was so excited to get my new Sleep Number bed but have had nothing but trouble with it. Within the first year three major components have been replaced (no charge) including the air chamber and the firmness control unit. Neither of these replacement parts work properly and I wonder if they replace with refurbished parts. In the last several months the mattress cover had to be replaced due to breakdown and the new one is already breaking down. You can actually see the indentations in the mattress and the bulging out at the sides.

Each time I call the customer service department they continue to send new parts, but will not send a representative to actually look at the bed. This also means that the consumer has to take the bed apart to replace these parts every time something has to be replaced. This seems to be their solution by sending replacement parts and not having someone physically look at the unit, however once I reach 2 years this will no longer be the case. I purchased the "Limited Edition" model. Don't fall for this!!! I was ready to purchase a different model and was convinced that the Limited Edition was a better bed for the same price. This bed is nothing but trouble.

Further inspection revealed 3 little bugs in the folds of the corner of the bottom sheet. We did an immediate search online and found the bugs were, yep!! Bed bugs. Further inspection revealed a row of black pepper sized specks all along the cording on the comforter. That was two weeks ago. When I called customer service I was given the name of two exterminators. Really?? I think their reaction indicates that this was no surprise to them.

The severity of the situation hit home just recently when my daughter, after a divorce and moving to her own home where we were more welcome, insisted that we take her bedroom and she would sleep on the convertible couch we purchased for her new home. It is a close to 15-year-old "Tempur-Pedic" type foam mattress. I can't be sure of the brand name. It is absolutely amazing. I sleep through the night with no tossing, I don't have a backache when I get up, and my first thoughts are WHY didn't I get one of these. With the proliferation of new mattress brands and types that have hit the market, I suggest very strongly that you try them all, make sure about the return policy, and take advantage of any trial period.

On the day of delivery, my wife and I got up early because we had several errands to run as we were having house guests that evening and we took our old bed apart to expedite the installation of our new, highly anticipated Sleep Number bed. Three hours before the start of our delivery window, my wife got a call on her cell phone canceling delivery because a tech called in sick. She asked that this person call me at home but was told that he did not have time because he had a lot of cancellations to make. He gave her the impression that basically he did not care that this was an inconvenience for us. He did give her a number for me to call and she passed that along to me at home (she was busy taking care of her mother who is in assisted living while I was getting things ready at home for our guests).

I called delivery service and was apologized to and was told they were sorry that our bed did not get to the warehouse as expected. This raised a red flag since this is a different story about why we could not have our bed delivered. Did our bed not get sent or did a tech call in sick? Why is the first guy having to make a lot of cancellation calls if they don't have our bed? Sounds like a little CYA going on! I asked about canceling our bed all together, was told that I would have to speak to a supervisor, who was busy but would call me back.

An hour and a half later, with no return call, I again called delivery services and spoke to another person and again was apologized to. After explaining my situation again, he asked if I wanted to go ahead and schedule a new delivery date. Since we originally were schedule for the next Saturday, I asked for that date and was told that day was now full (remember that was their original date and THEY asked to move it up a week). I suggested they reschedule someone else and put us back on that day. NO CAN DO, they do not reschedule deliveries. Except us, I guess.

So let me get this straight - they do not want to give someone a whole week to rearrange their schedule but are OK giving us only 3 hours! I understand that people get sick and call in; I also understand that shipments don't get there on time. But someone is not being honest and, that I do not understand! By the way, it has now been over 4 hours and not return call from a supervisor!

Shortly after the driver called me personally that the bed would be delivered though it would be late due to the weather. The bed was delivered as promised. The installers wore protective booties and did an outstanding job. They were friendly and informative. There was a problem with the pad the installer called customer service and the call was answered in less than 2 minutes. The new part was ordered immediately. I had an excellent experience and would recommend them to anyone!

Well the bed was delivered in December, the installers set it up and I then realized they brought a flex fit 1 base and not a flex fit 2. The installer immediately called customer service and we were both on the phone and explained the situation to the rep. She apologized for the mistake and sent me a blanket at no charge. At no time during this conversation was talk about me paying more money for a flex fit 2 base. The rep told me it would take about a month and half to get the new base. I was ok with that because I had a lot of traveling coming up and I wouldn't be around much anyway.

Well I was out of the country on business for most of January and I hadn't heard anything from Sleep Number. I called today and the rep told me they called and left me a message a couple days after the original call. Well I never had a message or never got a message and never a call back from them. Now they want me to pay an extra $545.00 for a mistake they made. They are now telling me when I ordered the silhouette option they closed the other order and re-entered it with a flex fit 1 base and never told me there would be an up charge for the flex fit 2 base. I am really upset about this. They never said anything at anytime about paying more money. Now I am stuck with a bed I am not totally happy with. I will never deal with this company again. Their customer service is by far the worse ever.

After receiving their product (FlexTop King P5, and FlexTop King FlextFit2 bases) I quickly realized I had been duped, and sold possibly the worst bed in existence. It was nothing more than a couple of cheap air mattresses, held together by foam pieces. The first few nights sleeping on the bed were not great, and a few days later I was waking up with serious back pain - worse than with my old mattress. I tried several different Sleep Numbers and nothing worked. This was definitely not the same bed I tried in the store. I eventually gave up and went into our spare bedroom - on a normal mattress - and slept much more comfortably.

It took me almost 2 months to get a full refund (for both the Bed and the Bases - fight them on not being able to return the bases - they took mine back and should take yours back) back. Most representatives at Sleep Number hide behind their "new computer system" excuses, and also use excuses of having to fill out lots of forms to their back office to get a status report on anything. It seems that none of any of the different departments can figure out how to effectively communicate with each other, so the customer suffers. Be careful, because dealing with them will cause you to become extremely agitated, frustrated, irate etc...

Being in the IT field, and having implemented their exact ticketing tool (Siebel) in a Large Enterprise Environment, the fact that they are hiding behind the "new computer system" excuse repeatedly tells me that either they are completely lying about everything, or their infrastructure is just as screwed up as their products, and they will eventually be forced to go out of business. No company can afford to lose customers at this rate and stay in business. If you are still reading this - stay away from Sleep Number. They are the single worst company I have ever dealt with and although there were a few representatives that took the time to work with me to ensure that I received my refund, overall my experience with Customer Service was horrible at best. I was hung up on, and was not treated like a customer at all. I would not wish dealing with their customer service in any way shape or form on my worst enemy.

Loyalty is important in business. I hope Ana is there when we are ready for our next Sleep Number. (Maybe the X12) In any event, I thought she should be recognized for her professionalism. Great job! Rockaway Townsquare, Rockaway, NJ. Ana is also a Sleep Number client which may be part of the reason she is so knowledgeable and passionate about the product and the customer. Thanks Ana! Thanks Sleep Number

REALLY? A customer pays almost $12,000 for items that cannot be delivered, and all I get is a "sorry". If I ran my business this way I'd be in prison for taking money and failing to deliver. I'm tired of hearing excuses like "corporate updated the software system and everything is out of whack". Someone at the top of this company should lose their job for such poor management. I have been able to contact a Customer Service Supervisor and she has been working diligently on this issue. Unfortunately the situation is probably beyond repair. I haven't even slept on the bed and I'm already hating this purchase!

I was courteous, but direct in the conversation, but also advised the agent that because of this, I was considering cancelling my order. The only offer of help this agent could come up with was transferring me to the returns department. (Which, from what I have read may, or may not actually cancel your order when you request it... similar to scheduling a delivery.) Now, this is the experience I had BEFORE the bed even arrived. I can't picture dealing with a "customer service" department like this if something went wrong with the bed after it arrived! I read through the nightmare reviews on this site about this company, and I believe each and every one of them, now, to the letter... and I'm absolutely terrified of having to deal with this department again if something went wrong! There is NO WAY that I will pay this much for a product that the company will not stand behind and support. I'm glad I found out when I did!

On Tue, I spoke to Catrina who told me my order was not cancelled but that she could do it. She gave me an "authorization" #. This would not be a big deal except they debited my credit card for $2,569.00 the minute I hit the "continue" button. I told Catrina about this and she said that their policy was to refund cancellations within 7 to 10 business days. I'M NOT A BANK! They are a bunch of unscrupulous jerks, and I'll sleep on a pile of rocks before I buy another one of their mattresses!

Original Review: Feb. 16, 2016

Ordered bed thru Home Office - 12/29/15 - LIED TO over and over again regarding delivery - dealt with "Andy" claiming to be "head of Home Delivery Team" - today, February 15, 2016, "Andy" claims to be Case Manager of Customer Service - working directly under "President Shelly Ibach". REALLY??? LOOKING INTO CLASS ACTION CONSUMER FRAUD LAWSUIT - anyone interested contact me.

Finally I received a call that the bed would be delivered on the 12th of January. When it did not arrive and I received no calls regarding why it did not, I called home delivery and was told it was on the schedule and a voicemail would be left with the technician and he would call be back. I waited two hours... no call... and no bed. I called again and was told it was never scheduled to be delivered in the first place. I was told that the bed would be delivered on Feb. 13 and received a call yesterday giving me a time frame. I woke up this morning to a phone call telling me that parts were forgotten and the bed would have to be rescheduled for delivery on the 26th of February. I am now without a bed and my husband, with 10 inch rods in his back due to a spinal fusion surgery, is sleeping on a blow up air mattress.

This is absolutely ridiculous. I expect a delivery date in a reasonable amount of time, and while I understand that the end of the year is busy for any company or business, (I own my own business) the lies and lack of communication between your departments is an outrage. 4 months for a bed?? That is insane. I would not recommend this company to anyone at this point which is sad, because I believe the beds themselves are high quality, but that does not matter when they can't even deliver them to people that REALLY need them.

So, my husband called the store where we bought it. The manager got in touch with customer service for us. Finally, after 2 weeks of trying to get help, customer service emailed us a checklist of things to check to see if there was a leakage problem with the bed. We did the things on the checklist, and we were still having problems with the bed leaking. When we told customer service we wanted a refund because it wasn't working, they said we HAD to sleep on it for 30 days before they would issue an RMA. Finally, after a month of poor sleep, we were issued an RMA. When the tech came out to pick it up, he said the person who installed it did not install it correctly. He took both the mattress and the adjustable frame.

A few days later, we were issued a refund for the mattress. When I called customer service, I again had to wait on hold for an hour. When I FINALLY got through, I was told that the frame was non-refundable. When I explained to her that the tech took it out of my house, she said that she couldn't help that the tech took it, and sorry about your luck. I told her that they were not going to take a product that I paid for out of my house without refunding me, I demanded to speak to a manager. She immediately hung up on me. When you pay that much money for a bed, you expect certain things: you expect to sleep like a baby (didn't happen). You expect good quality product (not cheap), and you expect excellent customer service. NONE of these things are true with Sleep Number... so if you don't like to sleep, get a Sleep Number.

A year ago, she finally purchased a Sleep Number for herself after spending money a couple different times on new mattresses that weren't near as comfortable and broke down quickly. She has been so happy with it! She says she sleeps better than she has in years. My sister would always call dibs on sleeping in my bed on her visits as well as she loves her Sleep Number bed at home as well. As for replacement covers, etc... I was always taught to keep a good mattress pad on the bed at all times. I purchased that with my bed initially as well. No stains. Ever. So I've never had a need to spend extra on a replacement cover. Still looked brand new when I sold it! As for customer service, I've had zero issues in 10 years with the bed, so no need to call.

I will say, though, I experienced some of the best customer service ever in calling them to order new pillows with my referral certificate I received for referring my mom. I was quite impressed! I didn't do any research before purchasing my Sleep Number. In fact, I had no desire to purchase it because I thought it was insane to spend $3,500 on a bed. I gave in to my ex-husband's constant insistence on purchasing it because we each preferred a different firmness in mattresses. I am so happy that I gave in. Funny thing. Now that I'm writing this review, I realize that it may be the only thing we ever purchased that he didn't have a complaint about. I am truly looking forward to my next Sleep Number Bed purchase... I miss my Sleep Number!

1/26/2016. 4:00 PM: Received sheets from UPS. 1/28/2016. 6:01 PM: Received call from Sleep Number Customer Service (800-472-7185) to set delivery date of Feb 3. Was told that I would receive a call 2 days before delivery with a 4-hour delivery window for the 3rd. 1/29/2016 4:00 PM: Received Total Protection mattress pad from UPS. 1/31/2016: Opened Total Protection mattress pad and found that it had a hole in it.

2/1/2016. 9:01 AM: Called Sleep Number Customer Support (800-472-7185). After a lengthy wait, I finally spoke with 'Daisy' (Sleep Number CSR rep) and explained what we found, and that we were expecting our bed in 2 days and that I wanted the replacement to be here by then. Daisy apologized for the defective product and went to her supervisor to authorize 'expedited' shipping of a replacement. After another long wait, Daisy said that the request was approved, but that we would not see the new replacement for 4-5 business days. Somehow I felt that this was not expedited, but accepted this. I asked her to please transfer me to delivery so that I could confirm delivery on 3 February.

After another delay, I spoke with another delivery CSR person who confirmed my February 3 date, but could not give me a 4 hour window. She explained that the day before the 3rd (tomorrow) I would get a call telling me what the 4 hour delivery window is. Later I received email confirming the replacement bedding shipment and indicating UPS 2nd day air as method of shipment (but no UPS tracking number).

2/2/2016. Attempting to confirm delivery for the 3rd, I was placed on hold... Then spoke with agent Danielle who then switched me over to the East Coast office... So I was placed on hold again... Spoke with Brianna and was told that indeed my delivery is scheduled for tomorrow. I asked about the 4 hour delivery window and was told that I would receive a phone call later this afternoon with that information. When I asked them when I could expect the call so I could plan today - I was told between 5 and 7 PM today to expect the call. 6:48 PM: Received call from SN Delivery confirming 4 hour window between 1 and 5 tomorrow 2/3/16.

2/3/2016. 11:00 AM: Received voice mail from SN Delivery stating that when they went to pick up my order it was not complete, so they are cancelling delivery and would need to re-schedule. 11:23 AM: 800 480-9266. Called SN Customer Service to cancel my order, and was placed on hold and switched to Rene. I explained that I had already cancelled work schedule for my day and my staff and that I would NOT reschedule again. I demanded that the order be cancelled due to the non-delivery. Rene switched me over to another CSR whom she said would be able to take care of this quickly. After another hold, I was switched to Jeanne ** at 11:50 AM. Jeanne ** apologized for the delivery issue and offered me a set of sheets and a $200 credit to re-schedule delivery. I said no, I wasn't interested and that I just wanted to cancel immediately.

Jeanne ** then told me that my MasterCard had been refunded in the amount of $4151.56 which was for the bed, and that the remainder of the balance was the bedding (sheets) that could be returned at the local SN Store. I asked for her full name, an employee ID or a reference for confirmation of this, and she refused, saying that I could just use 'Jeanne **' since she is the only Jeanne at that office. I asked for a transaction confirmation code and she provided "**" (1-888-411-2270).

2/5/2016. 12:02 PM: After receiving another email stating that my order was now in, even though it had been cancelled, I replied in an email stating that the order had been cancelled on 2/3 and providing the CSR name (Jeanne **) and her phone number. 1:57 PM: I receive another email from Sleep Number, claiming that there is no record of the cancellation and that I need to call them for confirmation of the cancellation.

2:40 PM: I called the number provided (800 480-9266) and spoke to 'Mike' who told me that there must have been a computer problem a few days ago and that most probably, this cancellation just didn't get through. He said he could cancel it and proceeded to do that. He provided a different transaction code this time (**) for a different amount than last time... Oddly this time it was for $3958.97, which according to Michael was the cost of the bed minus the bedding that we had purchased, but that we could return them at the store. (That amount did not include the Home Delivery charge of $192.59 (179.99 + 12.60 tax) which would have equaled $4151.56).

I asked Mike for his last name or employee number and was once again denied that information. I asked for credit card transaction confirmation and he first gave me my order number, which I said was not a transaction code, and he then gave me '**' as the credit transaction code. 4:00 PM: Received replacement Total Protection Mattress Cover via UPS.

5:00 PM: Contacted credit card issuer and filed formal dispute for non-delivery, non-performance and for refusal by SN to issue refund. 2/10/2016 Still no refund in my Bank of America account. Returned defective Total Protection Mattress Cover that had the hole in it using the UPS label provided during my phone call on 2/1. I will update this with additional detail as time goes on.

Not only am I disappointed, but am angry at the lack of communication, customer service and professionalism exhibited by the Sleep Number people. How is it that a company does not know where their products are? When spending this kind of money on a product, the expectation of service is not unreasonable. Finally, the interest continues to accrue on my account but I HAVE NO BED. I would not recommend this company.

We heard nothing, no tracking number. We decided to give them more time. I waited until the next week, no tracking info... nothing. I contacted sleep number's 800 number and finally got a tracking number, and it didn't ship for about three more days. January 26th I get the order... Missing two boxes. The legs we got were different as well (we were shown metal legs, these were all plastic!) in fact the whole foundation is plastic! For about the same price, I could get a very nice steel or wooden foundation from another furniture store!

Between calling the store, the 800 number, and UPS, I got the run-around. UPS only got two boxes, the store said they would resolve the problem if I hadn't heard anything in a few more days (really?) and the rep at the 800 number said it hadn't shipped out yet and to give it another week... The next day, I used the chat feature on the website and spoke to a nice rep, "Maggie" who straightened the mess out in about 17 minutes. Apparently the warehouse screwed up, and only shipped two of the four boxes.

The rep I spoke with the day earlier had blatantly LIED to me. Maggie re-ordered the missing boxes for me, and said she would expedite the order. She then gave me the order number, and I asked when I could expect it to ship, and she said within 7 working days. It's now February 9th... no tracking number. Still waiting for it to ship... and will likely keep waiting. Even after it ships, I expect up to two weeks for it to arrive. Hopefully they remember all the boxes this time. If I had gone to a furniture store and bought a different foundation I would have my foundation delivered within 2 days, saved money, had something that was exactly what was shown to us in the showroom. I will not buy form Sleep Number ever again.

Call back again the next day. Say I just want to make sure it left the factory, don't feel confident in the shipping department. They say there is no way for them to know if it left the factory until the day it's supposed to be delivered. I live in California, it ships from Illinois or something. How can shipping and delivery not know if the item has left the factory until the day it ships? Friday comes, get a call this time, no bed. They don't know where it's at but it's not on the delivery truck.

SUPER PISSED. Call back. They say "oh yeah it looks like it was supposed to be sent direct to your house (not right it was supposed to be set up, I paid for that)," but shipping was canceled, because it was supposed to be sent to their delivery department. I say "where's the bed?" They say "I don't know, the only thing we can do is reorder the bed." WTF so no bed for me. I hate Sleep Number. But their competition Select Comfort does not have these issues and told gonna jump ship and see what they got.

The sales person (Brendon) really did a great job of explaining all the bed details to us. He also discussed the delivery problems they were having, stated it appeared to be from earlier orders, and that beds being purchased now were getting delivered. He told me the delivery time was about 3 weeks. Still I walked out several times afraid of the frustration I was going to feel if they canceled delivery on me.

Well I'm very glad to say we ordered our i8/FlexFit3 3 weeks ago. They called us a few days later to set up a delivery date (today Feb 3rd). Called yesterday with a delivery time of between 12-4 p.m. At 1:15 that had arrived. About an hour later they were done. Took a few minutes to run us through the operations of the bed and then they were gone. Very great experience. My wife hasn't left that bed for the past 4 hours. I wanted to put a positive response out there, because believe me, I was going to rail them if they canceled on me. But they didn't and did an awesome job. Maybe the company is back on track.

I did not hear anything back "tomorrow" which would have been 1/22/16. I sent a follow-up email on 1/28/16 asking for an update. No word back. Sent ANOTHER email 2/2/16. No word back. How do I get resolution on this with no response? Since January 14, 2016, the date Ali was provided all the information, I've sent attempted contact 7 times and I still have no resolution.

I'd rather buy pillows at Bed, Bath & Beyond again (if it doesn't work for you they will exchange them for you no matter how many times it takes to find the right one) before ever purchasing anything else from Sleep Number. When I buy a $150 pillow I expect to be able to exchange it for one that doesn't kill my neck every night! All and all spending $4,300 for a bed, $300 for sheets and $250 for pillows. This has been the worse bed buying & customer service experience ever!

On my final attempt that day, I spoke to an agent who told me that he could not process my order because his computer was locked out of the system. He explained that he was only a temporary, contract employee who had been hired because of a volume of calls the company was receiving due to glitches in a newly installed computer system. After spending two hours of my time, I decided to quit for the day.

On October 20th I called the "Sleep Number Specialist" phone line. A representative named Marnya (ext **) processed my order to exchange our P-5 king for a P-5 twin xl. She also agreed to honor the promotional free delivery that had expired at the end of the previous week and informed me that the delivery would take about four weeks. When I received the email for the order exchange, I noticed that the price paid for the original king P-5 was incorrect. This was later corrected on a subsequent call. At some point in mid-November caller ID on our phone indicated an incoming call from Select Comfort. When we answered no one was there. I assumed it was a call to schedule a delivery and the company representative would call back.

On November 27, I initiated a call to Sleep Comfort home delivery. I was told that they had a record of the earlier call and the notes indicated that the representative had been hung up on. (Apparently, as in a TV arrest, one is entitled to only one call.) She said the earliest I could be scheduled was December 15th. When I asked if my product had arrived at the distribution center for my area, she could not say citing coordination problems with the new computer software system. (She confided that this has been a system wide problem for both new and exchange orders rather than an anomaly unique to my order. This new system was suppose to let everyone see what was going on elsewhere in the system, but that it doesn't. And finally I was told that the old Oracle system had worked fine.)

On December 14th I received a call which indicated that my delivery was being delayed and that I was to call to reschedule. I was also given a reference number for the call. After waiting on the phone for 50 minutes, I reached a representative at home delivery. She could not locate their previous call using the reference number but found my order using my name and address. She said the order was cancelled because my packages would not arrive at the distribution point until the day schedule for my delivery. Problems with the computer system were again cited as the reason for this delivery problem. I was rescheduled for December 28th.

On December 23rd I received a call from home delivery, informing me that my order would not arrive on the dock in time for my December 28th delivery. I told her that it was my understanding that my order was already at the distribution center. She could not help me on this, again citing the reason being computer problems. She did add that for some reason not all of the orders sent to the production facility were being received.

When I asked where the product was being manufactured and what dock she was referring to, she could provide no information. I was rescheduled for January 7th. (As an aside, I had purchased a conventional mattress from Sears for my side of the bed in late October. So far I have had to reschedule delivery on that mattress three times. Sears has been both courteous and competent. I was informed by the Sears representative that I will probably not be able to get my mattress after January 30th due to product changeover. Perhaps Select Comfort ought to hire someone from Sears to run their distribution system.)

My wife became extremely agitated by this process and decided that she can't trust Select Comfort to service any problems that may occur with the mattress. As a result on December 29th, we went to the store at The Greene where the mattress was purchased to inquire about a complete return. The store manager was courteous though obviously interested in getting us out of the store as quickly as possible. He appeared to type something on his computer keyboard and told us that a company representative would contact us to process this request within 48 hours.

Seven days later we had received no call. On January 5th I initiated a call to the Select Comfort representative who had processed the initial exchange order. We received no call back. On January 6th I called home delivery. They confirmed the next day delivery and said we should receive an automated call confirming this and gave us a time span for the delivery. Despite receiving no automated call, the delivery people showed up the next morning and completed the exchange order. They were courteous and confirmed the mess they had been dealing with because of the ERP system implementation. Then furthermore, when I ask for a receipt indicating that the king mattress had been returned, we were told that a conformation email would be forthcoming. We never received this email.

If we had our druthers, we would have opted for a complete return of our product. This process, however, had been so frustrating. We opted to end it by accepting the exchange. Select Comfort had beaten us down, I guess. When I started the exchange process on October 20th, I jokingly suggested that the exchange needed to be completed by January 15, the date we will leave for Florida for several weeks. Obviously, in retrospect I should not have provided this information so facetiously.

Finally, this has been the worst consumer experience we have ever had. The exchange process took 90 days to complete, coupled with considerable time spend and frustrations endured. No apologies were offered throughout the entire process. How a company can allow a problem like this to continue unabated and stay in business is beyond me.

So I called and chatted, not everyone of them are consistent, nor do they really do understand, I was given several suggestions but they were all different from each other. I ran out of patience, I finally surrendered. The last time I chatted, I have to ask a prepaid label so I can return and exchange. If they would only allow return, I will do it in a HEARTBEAT. Pricey stuff always comes with best customer service. But this, this is far my worst experience ever. Try other mattress company if you could. Maybe they would be more than happy to help and extend and satisfy their customer.

Morning of delivery I received a call stating that delivery drivers called in sick. The other delivery drivers were making the rounds and it would be later in the day. At 3:30 pm I received a call stating that delivery drivers had forgotten a box and would not be delivering the bed. Next delivery date will be 3 weeks later during the week so I have to take a day off of work. I've been on hold with customer service numerous times and been told they're going to call me back twice and never received callbacks. I've talked to my saleslady who sent me an email she wrote to management. I'm getting no response, I still do not have a bed. New delivery date is in 5 days. I have only been reimbursed the delivery fee.

The only complaint I have is with the delivery. They would schedule a delivery day and the first time I was told that the bed was delayed. The second time I was told that an installer called in sick. This delayed the bed by almost a month. They did give us a couple of comforters (which are very nice quality) and a few sheet sets (which are also nice quality) for the delay. However I wanted the bed that these would go on. I offered to just pick the bed up and set it up myself however they stated that they were not allowed to do that. However, once everything was setup we've enjoyed the bed ever since. At this point only time will tell if I will have any frustration with the bed in the future. But we are off to a good start at the moment.

Warranty is supposed to be 25 years but apparently the warranty is "FIX IT YOURSELF" - My niece wanted a Select comfort bed - I advised her against it because it does not live up to the hype. She went ahead and bought it and is now in the process of sending it back. I said, "Told you so." I would never recommend this bed to anyone especially with the service and attitude I have had with both local stores as well as consumer support. My receipt does not have a number but if you need my account number you can call or email me.

On the day of the installation, they called to tell me that they would be here "some time today". When I mentioned the 4-hour window, they said "we wish they wouldn't tell people that"??? They arrived 2 hours after the 4-hour window, they did call 30 min in advance as they said they would. The installers were nice, and wore shoe covers. I appreciate this. I have a futon platform, I was told that the queen standard base was the same width as a queen mattress. Ergo, it will fit on my platform. NOT! The base is, in fact, 1-2 inches wider than the mattress, ergo it does NOT fit on my platform!!! We jerry-rigged a solution. There's little doubt that said rigged solution won't be sufficient, and I'll have to make additional alterations OR lay out $$ for legs for their base. BOO!

I purchased Sleep IQ. The installers asked if I'd registered per the instructions in the email. What email? Turns out, after much screwing around and the installer calling tech support, that the salesman entered my email address incorrectly. I had to use the misspelled email address to register so that we could complete the Sleep IQ setup. I later had to contact tech support to have them change the email address on the account. This is no small feat. Installer told me that wait times for customer service are always around 45 minutes. Their phone system has no "we'll call you back in the order your call was received" feature, so... it's sit on the phone waiting. They offer online chat. I tried that. Not sure that English was the rep's first language. This is a problem only because he/she couldn't grasp the nature of my concerns.

They WERE able to change my email address, but when I tried to "discuss" the issues that I'm writing about here, it literally fell on deaf ears. Ergo, I've resorted to this. The first time I've ever left a review online, but I'm pi**ed enough to spend my time doing this. As I said at the top, the bed better be fricking worth the hassle. I never want to deal with their service again. I requested via the chat window that someone from Customer Service call me. I was told that will take 24-48 hours. My guess is that it won't happen at all. If it does, I will request legs for the base -for no charge- for my trouble. Worth a shot.