Sleep Number Reviews

Original Review: Jan. 2, 2016

My husband order a Sleep Number bed as a birthday surprise for me in October 2015. This was to be our second bed from Sleep Number, we purchased our first one around 8 years ago and were so please we ordered the second. I'm so disappointed with the service we have received since placing the order. It is now January 2, 2016 and the bed has still not arrived. We received a call from the CEO of Sleep Number apologizing stating computer software issues and even gave us a $200 credit only to have had the delivery scheduled a total of 3 times and each time it has been cancelled with the same excuse "computer software problems". I do not believe that this is the issue but rather a manufacturing issue.

The customer service representative has scheduled our delivery for January 15, 2016 (2 more weeks). I don't want excuses or any more promises. I really want the bed but intend to cancel the order if it does not arrive on the currently scheduled date. This is poor customer service and I am extremely disappointed with this order. I have shared this story with my friends as they were so excited to see the new bed and were considering buying one for themselves but after my experience they are no longer interested. This is bad business Sleep Number - get it together!

Let me add at this point, that there is basically NO HAGGLING in this store. You pay what it is. They don't care. They would let you walk away sooner than sacrifice $100 on the price. Anyway, so we finished the transaction in the store. While doing this we dealt with some minor computer issues, but nothing major. I was told that I would get a call in the next day or so to schedule delivery, and it should be within 3 weeks. 2 days later we got a call with "SN HD" showing up on the caller ID. No one was home and no message was left. So I ended up calling the number back (as at the time I didn't know what "SN HD" was). I scheduled delivery for 12/30/2015. I was told I would get a call the day of the delivery to narrow the time down.

2 days later my wife wanted to know the actual size (to measure the room) and I went online to get the dimensions. Now I saw it was on sale AGAIN with $300 off AND 36 months 0% interest. This was awesome and would be perfect for me. Since my bed hadn't even shipped yet, I figured I could go to the store (30 minutes away) and have them either "switch" it, or I would just cancel the order and then reorder the bed with the new terms. Great, right? Well got to the store and they told me that it shouldn't be a problem, but that they couldn't do it in the store. Apparently they can't do ANYTHING in the store beyond the Sale. Even if you decided 5 minutes after buying it that you made a mistake and you wanted to cancel, you'd have to call customer service. Okay, fine. He gave me the card with their number and I called (from cell in parking lot), and sat on hold for 10 minutes.

I figured, since I had speaker phone in the car, I'd just drive home and wait for someone to answer. Pulled into a restaurant near home for dinner, and someone answers (about 40 minutes after making the call). It apparently was a terrible connection and I got disconnected. Oh well, I will call tomorrow from my desk at work. Next day I called from my desk. Oops, not open yet. Heard a message that "You have called outside our normal hours. Please call back later or you can chat with us online from 8AM to 9PM Central Time." Okay, since I am eastern time, I waited until 9AM and I called again (at about 9:15) and got the same message. Fine, so I went online and did the "Chat" thing. Explained what I wanted to do (change the financing terms from 60 months @5.99% to 36 months @ 0%). She was unable to help.

I told her then I wanted to cancel the order. "Sorry, you have to call in for that." I told her I tried and there is no answer. She told me that the call center is open from 9AM (not 8AM) Central time. So like everyone else, I called and sat on hold for endless amount of times. And after several calls and a holiday break, I got confirmation that they would switch the terms. GREAT! In the meantime, I had done more searching for Reviews of Select Comfort, and I found THIS site. Now I am nervous that I made a bad choice. As the day got closer to 12/30/15 (Delivery day) I was getting more anxious and fearful.

Well yesterday was 12/30/2015 and my bed showed up on time. It was brand new (and looked brand new) wrapped up and boxed up. The 2 gentleman were very professional and polite. They took the time to explain things to me and did a nice job cleaning up afterwards. I expressed my concern about the potential for Non-Delivery, and I was informed that they are actually sub-contracted and they are not actually Select Comfort employees. That Select Number apparently also just changed delivery companies as well, and that with that and their new computer system, there were many glitches. Given that some of the problems others have noted were about the delivery (or what appeared to be used equipment) I suspect it's not Sleep Number, rather the subcontractor trying to pull a fast one. That however was not my experience.

Now I have only had 1 night on my new bed and it was great. Still need to "tweak" things but I like it. I am a bit afraid that if I have issues in the future I will have problems with the customer service. So for me everything was good EXCEPT customer service (calling and getting results). Long hold times and the phone "shuffle". Sales was okay, delivery was awesome, and so far the product appears to be what was advertised. While I did get my financing terms adjusted (however I won't know for sure until the first billing cycle), it was a less than ideal experience.

We were told that they would send new sheets and mattress cover via UPS and that we should put the Split King sets in that box and return them with the shipping label that they were sending. The shipping return label and instructions came but NO PRODUCT. I waited several day and called Customer Service. After waiting almost an hour to speak to Customer Service (Briana) I was told the there was a back order on one of the sheet sets but that she would have the other items shipped out immediately.

After waiting 3 weeks and receiving NO PRODUCT AGAIN, I again called Customer Service. I again waited over an hour to get thru to Customer Service (Jim) who after checking my order told me the same story that Briana had told me three weeks ago. He had no idea why the product had not been shipped. I told him that I had already packaged the split king product and shipped it back to them. He stated that he would issue another ship request for the product that was in stock and that it should ship now. I verified my 100 nights trial period ending on 1/25/2016 and stated that I was not happy with the bed and may want to return it.

As was most if not all of the review comments very negative on Customer Service, I too must say that SLEEP NUMBER needs to make some very necessary changes as to how they respond to customer complaints. I also believe that their not allowing a return of the adjustable base is misleading if not ILLEGAL. If this had been discussed at the time of sale, I would not have purchased. The full king arrived and we noticed that it was somewhat less higher (3 inches) that the split king had been. The delivery people said we should call Customer Service.

I drove 742 miles round trip for a bed that was not delivered. So upset I go to Sleep Number store 12/23/15 in OH to cancel bed and return pillows/mattress pads. The Sleep Number store where I bought the bed can return pillows/mattress pads but cannot cancel the bed even though that is where I bought the bed. I have to deal with the Sleep Number customer service UGH. Someone was suppose to call me in 24 hours to cancel bed but no one did. 12/24/15 call to cancel bed. Girl says she cancelled and would email the receipt for the bed cancellation. She sends me the return receipt for the pillows/mattress pad which I already have from the store. I call again and tell them need receipt for bed cancellation. I get another receipt that shows at the top that the pillows and mattress pads are ITEMS ON ORDER and it shows the amount for bed cancelled. Call back again they say don't worry that it says items on order. They also said I would get refund in 5-7 days.

12/29/15 I get email congratulations on my sleep number order for pillows and pads. Call again they say don't worry not being present. They cannot explain why I got that email. Then he said it is going to be 2-3 weeks before I get refund instead of the 5-7 days I was told. 12/30/15 I get an email for the tracking status for the pillows/pads that I returned 12/23/15. The whole experience with Sleep Number has been extremely frustrating and has cost me MONEY for gas and time I spent for the 2 deliveries that were cancelled last minute. I don't know what is going on at that company but they have major issues. I had a lot more communication with their customer service, but only mentioned the main ones. Customer service can't tell me why my deliveries were cancelled at the last minute or why I am getting emails now for the returned pillows and pads.

To start off, I received a call from Trish at Sleep Number at 8:02 pm on December 16th 2015. She left a vm stating that they need to cancel tomorrow's delivery due to not receiving a box. She also stated that they can now deliver it on the 24th, Christmas Eve. I called them back immediately after listening to the vm but they close at 8pm. I called the next day and was on hold for 30 mins then got disconnected, called back and was on hold for 45 mins. The lady I spoke to was very rude and I asked to speak to a manager. She tells me that all she can do is ask for a supervisor to call me back. I said that's fine and wanted the bed delivered on the 24th like Trish told me she could do in the vm. The lady stated the 24th is not available and now they can do the 29th. I said fine. I called back a couple of days later because I still had not received a call from a manager.

I spoke to a nice lady and she stated she would also put in a request for a manager to call me back. Still have yet to receive that call. I received a call last night twice with an automated message stating that the bed will be delivered today between 7am and 11am CST. I just got off a call with customer service at 11am and they stated it's between 8am and noon. It's now 12:15 pm and haven't received a call from the delivery team yet. Thank god I'm able to work from home some days.

Listen, I understand companies sometimes have issues with deliveries, but when you're a decent size company, you should not have these issues. I'm sure they have an ERP software in place to reduce human error... but then again they might not. Since this has all happened, I've heard many horror stories about Sleep Number's customer service. I've spent a decent amount on blankets, pillows, sheets, cooling pads, foam pads and of course beds with Sleep Number and don't believe a loyal customer needs to deal with these headaches. I'm hoping to receive some type of reimbursement.

It is now Dec. 28th 2015. My bed was suppose to come weeks ago. When they finally called me 3 weeks after they took my money, the only date available was the Dec. 29th. Home delivery is suppose to call you 2-3 business days prior to that date to give you a four-hour window. I hadn't received one so I called them. Well, joke's on me. They now can't do delivery until Jan. 14th. I'm glad I spent 6k in a store that doesn't really care if you get your product in time or when you're expecting it. And don't even bother expecting customer service to help you. They just pawn you off to a voicemail line that is "the claim management line" which no one calls you back from. At this point I'm going to have to cancel the order and find a company that will actually show up at my door with a mattress when they say.

When I called they said I would have to purchase it. Talked to Customer Service Mgr Reena and she would not give, told me I had to buy it but would not refund me the money for the memory foam I paid $190 for. She was no help and a poor presentation of the company. NEVER buy this bed. It's all hype and no Customer service when you need help. They just want more money.

Finally, delivery day (12/23) arrived. The delivery men start setting up the bed only to learn that topper foam was the wrong size (Queen instead of King - like the rest of the elements). They had already removed my old mattress and spent at least 20 minutes setting up the rest of the bed. It all had to be undone. I then had to make multiple phone calls to various phone lines (including the customer engagement supervisor line that is inactive, but still being given out!). Later that evening I called customer service again and was told by Farid, the supervisor, that they would ship the correctly sized topper, but couldn't confirm how long it would take to be delivered or when it could be installed, claiming this would have to be a warranty repair replacement - even though it was packed wrong and not an issue with the product. Mind you, it's now been over a month since we ordered this.

I called AGAIN today and was on the phone for a full hour. It took me 30 minutes to get a human on the phone and then it took another 10 minutes for her to attempt to connect me with the delivery department. She ended up coming back on the line and told me Kyla from home delivery would "call in a few minutes". That was 1.5 hours ago at this point. All the first rep could tell me was that our order was placed and should ship today. It should arrive by Wednesday, but installation could be another 2-4 WEEKS.

At this point my husband and I are beyond frustrated and disappointed. We've spent hours on the phone. I took time off work to deal with the delivery and now we don't know when we'll actually get the bed. I've NEVER had this kind of experience with a national brand whom I paid thousands of dollars to for a product. It's unbelievable and unacceptable yet every person I talk to with Sleep Number acts like this is normal. I hope someone reads this and tries to amend the issue. Customer service is critical and right now, yours is the worst. Frankly, it's making me worry about the product that we've waited so long for.

The Bed- For three months, we left messages and tried to talk with Customer Service about the bed. The 100% satisfaction is not true. Apparently, company's computer systems have been in a mess for months. We sought advice of the store manager who told us to ask for an "escalation manager" upon calling. I was told that none were working after finally getting through to a person, and this was during business hours. Hours have been spent on the phone on hold waiting for customer service by both myself and my husband. A confirmation number was assigned for bed pick up and we never heard from anyone again.

We still have the bed and nothing has been done by Sleep Number Customer Service. My last call was to be told to "keep calling." My response was to ask that we be contacted by a Supervisor- nothing from them. It is now past the 100 days of return. The Sleep Number mattress does not fit properly within our bed frame. There is no way to tuck in linens. When my husband rolls out of bed, my mattress shifts. We were told this should not happen because the two sides are separate. So disappointed.

The bed was delivered on 12-08-2015 and to this date I have not heard or received the warranty replacement parts. They allowed a purchase of discontinued pillows to go through and keep over $3,600 in pre-authorization charges on my credit line which blocked my credit acct. from being used and all of these issues I had to fix myself since their corporate customer service and employees could not do their jobs right. So to sum up my experience with sleep number, save your time and buy somewhere else.

Well after not hearing boo for 4 weeks I decided to open a chat line on November 1st just to make sure my order was okay. After waiting forever just to get a CS rep for a chat line, I was assured that my order was still valid and someone would be contacting me from the delivery department within the week. In the meantime, I contacted my friend that gave me the first referral to let her know her $100 credit would be coming late. Surprisingly she had already received the credit even though they are not supposed to be issued until after a month AFTER the bed gets delivered!!

After still not being contacted for another 10 days I figured I'd better call and get an actual person on the phone. I was greeted by a pre-recorded message from the president of the company apologizing for the many inconveniences that people were experiencing with delivery of their orders and that all the problems were due to the new computer system not rolling quite as they had hoped. I decided to hang up because I felt confident that someone would call me soon.

After another 10 days with still no call, I called again and waited to get a rep on the phone. I was told that he could see my order number but it had expired. What the heck does that mean?? "Oh sorry your order expired but thanks for the $2100 you gave us!!" No, he didn't really say that but that's how it felt. He then fixed my expired order and issued me a delivery date for 3 weeks out on December 16th. Finally!! I can see an end!!

I got my call the day before confirming my delivery time so I was really getting excited. I moved dressers out of the bedroom and moved smaller pieces in front of a window and closet, moved my antique night stand against the wall to give them room that is needed to construct the bed. After 3 hours into my delivery time, I got a call cancelling my delivery for the day. I almost lost it! I asked as calmly as I could why and I was told my bed never made it to Syracuse in time for delivery. I asked how does this happen because I got my confirmation call the day before.

The CS rep was very rude and said she had no idea and she only just found out. I find that hard to believe since you would think that the delivery guys would have noticed a missing bed when they loaded up the truck that morning. She said she would have more information in 24 hours and someone would call me the next day. Mind you, my bedroom is in complete upheaval in the meantime and I can't even get into a closet and an armoire. Thankfully I had not yet given my bed away to my friend who will be taking my bed once the new one gets delivered.

Unfortunately, I was at work for the next few days so I was not able to call the company to follow up. After STILL NOT BEING CONTACTED BY SLEEP NUMBER I was able to call them this past Monday on the 21st to find out what is going on. I was told that why no one had called me yet was because my order was still currently in a "dispatch" status. After being put on hold for another 10 minutes, my CS rep came back with a new delivery date of December 30th. I expressed my EXTREME frustration with the service thus far and she was very apologetic. She explained that the new computer system was having trouble communicating from the hub to the delivery computer about upcoming deliveries and beds are not being shipped to where they are needed but "they are working on that". She then says to me "I really hope you get your bed this time." Are you kidding me??? That is certainly no vote of confidence!!!

After reading all the complaints this morning on the ConsumerAffairs site, I'll be calling my credit card company on Monday to dispute the charge and see if they can do anything for me. At this point, I have some real concerns about the financial stability of this company and want nothing to do with them or their products. I'll be returning the bedding I purchased because I have no need for queen sized sheets since I'm currently still sleeping on a full sized mattress and do not own a queen sized mattress, but I'll be keeping the pillows. Amazingly they are awesome. At least I got something good out of this experience.

Fast forward - third call as I have yet to receive the products which were supposed to be overnighted. Upon 35 minute wait, I am now on the call with the CS rep who advised that one of the products is on back order for 4 weeks (and they never sent an email or notified me in any way that the product was going to be so delayed) - but the second item is requiring me to be put on hold for another series of minutes as the CS rep finds out the status of the pump. I have been a customer of Select Comfort for at least 15 years - how does a company get away with treating their customers so poorly?

First call I was on hold for 75 minutes before I had to hang up. Second call took 1 hour 30 minutes for someone to answer the call. The customer service rep processed the return and said "someone from home pickup would call" (keep in mind you have to pay $180 to have the bed delivered and another $180 to have it picked up - total ripoff). After a week with no word from the pick up guys called and said "it would take 2 weeks". 2 weeks later, no refund to the credit card and no call from the pickup people. After only a 45 minute hold I got told to call a number to schedule the pick up. I also got told that once the bed was picked up that it would take 21 days to process the return and give me my money back.

This is the absolute worst company I have ever dealt with. Also, don't buy any of their bedding or pillows, it is over priced and doesn't last. The pillows I bought with the claim they would stay high and full went flat in a month (which was after the return time). The Sleep IQ is a worthless addition. It only works on a broadcasting 2.4GHz network, if you can get it to work.

The sleep rating it gives is heavily weighted on amount of sleep rather than quality of sleep. I was told the DualTemp layer pad would allow me to sleep at a comfortable 61 degrees (another lie) which is why I got it (I like it cold). The dual temp only dropped the temperature in the bed to 71 degrees in a house that was at 74 degrees (used a thermometer to measure). Everything the company claimed their product and customer service to be was nothing but lies. They are horrible to deal with and the bed did nothing to help my pain. My only recommendation is to avoid the company and all of their products.

Got two confirmation calls that Thursday/Friday to confirm the AM delivery. My wife waited all morning with no signs of the bed. She had to leave so I came home early and lost a half day. No truck. Called CS and was on hold for 48min. Was told the truck was delayed and it was still coming. Gave up around 9:30 pm that evening. Finally got smart and called corporate on Monday morning. They were nice. Finally. Get this - they said the order didn't get out!??? WTF! I'm done. Cancelled the order with them. Don't need the bed that bad!

I had got several other calls after that from the delivery company still wanting to bring the bed and they even claimed the driver was out sick last time, hence why I never got my first delivery! They can't even keep the lies straight. Now I'm trying to return the overpriced sheets I was talked into and still can't get a lousy return label. BUYER BEWARE!! It may be a great bed (of course, I can't be sure on that one..) but if you ever need help or something goes wrong or whatever, GOOD LUCK getting through! Comfortaire! One call - took care of it all.

I requested for confirmation number or confirmation email. He said, there's none of it. I asked "how do I believe you are giving a refund?" He answered, "You just have to take my word for it." Wow. Are you serious?? He said call again and ask another csr to confirm that he took off $200 or cancel the order. I can't believe what he said and how they are treating customers!!! I said I waited an hour to get a hold of someone in customer service and he said, "well you can try in the evening." I'm really thinking about cancelling my order. I don't care how comfy their beds are. The truth is they are so unprofessional and all they care about is money!!

08/01/15: Purchased the bed after visiting the store 3 different times. Also bought 2 sets of sheets. We delayed delivery until our bedroom set was delivered. There were no problems with this and they were very accommodating. Our CC was not charged until after delivery. 09/19/15: Bed delivered on time and set up. Unfortunately it was the wrong bed which was a cheaper model. We are the ones that noticed it. We are wondering how often this happens and where the $6K bed we ordered went. Delivery man called and handled it right there.

09/30/15: The right bed was delivered. 10/10/15: After laundering the sheets per instructions it became apparent they were not the quality we saw in the store. They agreed. The sheets were rough and are made very poorly. We tried to return them that day, but the "system was down". 10/16/15: Returned one set of sheets and ordered the replacement. The "system is still down". 10/30/15: New sheet delivered. The king set of sheets came with standard pillow cases. 10/31/15: Returned second set of original sheets, ordered new ones. They also ordered new king pillow cases to replace the standards that came with the first replacement sheets.

11/16/15: I spoke with Luis at the store as to where my sheets were. I was told two more weeks. 12/03/15: Called Customer Service telephone number. Hung up after no answer for 18 minutes. Called the store and Luis told me they "were in transit". 12/14/15: Called store again. Luis would need to research and call back. 12/15/15: Luis called and said sheet would take another 4 weeks. 12/15/15: Sheets were delivered.

I am amazed how such a great product cannot have better IT services, better customer service phone access and better product transit tracking. I do like the bed but I will not recommend it to anyone until the support services meet the quality of the product. I also suggest that Diane, Marcie and Luis from the Mountain View, CA start teaching your customer service trainings.

Now even if I were not a 76 year-old with the normal problems of joint stiffness and vision problems this low-tech advice, and total lack of customer satisfaction seems to be a message telling me they simply don't give a damn. Bearing in mind this unit is less than 12 months old, I promptly told them what they could do with that: and I will never darken their doorway again. Great service on a $6250.00 unit less than one year old!!! Don't get me wrong, the bed is wonderful, but the after-sale service/support is non-existent.

We received a call 12/19/2015 that said our bed was again delayed until 1/8/2016. We went to the store yesterday to cancel and they said they cannot cancel the order. We are contacting our bank this morning to dispute the charge and we hopefully can get through to this corrupt companies. So called customer service to cancel the bed. I have never been a part of such a scam. NEVER buy a bed from these people.

Updated 12/29/2015 - Well, this is now the second time they have cancelled delivery, the day of delivery. I received two phone calls and an email yesterday confirming delivery today. About midway through the delivery window, I received a phone call indicating that they were missing a part (same excuse as the first cancellation) and that they needed to reschedule.

This is now two days that I have taken off and can't afford to keep doing this just for a bed. Please read all of the reviews carefully and then decide how badly you really want an air mattress (particularly one that costs thousands of dollars). If you can't live without one, plan to spend lots of time waiting on the phone for customer service and crossing your fingers that they actually deliver on the date that they themselves confirm. As an aside, shareholders of this company should demand to know what is going on and how much money has been lost through bad reviews and negative referrals.

No call came from her on Monday, so I called back and had to leave a message on the store voice mail. One of her colleagues called me back and said that he would make sure himself that it was taken care of. I never received a call back from him either. I got a call from the delivery department later that week and asked them what they had as our order. It was never changed from a regular king to a split king. I didn't have time that day to talk to customer service, so I called back the next day and waited and waited and waited on hold for 20 minutes before someone picked up. Then I was transferred to the correct person but waited another 20 minutes for that person to pick up. The order was corrected BY ME when that was the job of the store rep. The CS person transferred me to the delivery desk again and it went straight through, but to the midwest division, not the southern division. So I was transferred again.

I told the guy that I refused to hold another minute because I had already been on the phone for an hour. He put me on hold and I hung up. I tried to call back the next day when I had a moment and was on hold for 53 minutes without an answer. By this time I had been on this site and read all the reviews. I was tired of it so I called the store again and told them to just cancel my order. Big surprise! They can't cancel orders in the store! You have to call the 800 number! They'll take your money in the store but not refund it. The store manager said she was sending an email to customer service for them to call me so I wouldn't have to wait on the line for so long and she said the CS department is required to call me back. Sure enough, I got a return call the next day from CS.

I told the CS lady that I wanted to cancel my order. She told me that she sees on her screen that our bed has been built and it is ready for delivery, it just hasn't made it to the delivery department for them to call me. She also promised to return our $200 for delivery and also another $200 for compensation for all my trouble. On top of this, she promised to send free sheets. So I didn't cancel my order at that time because she said the bed was ready for delivery. Later that day I got a call from the delivery dept and set a delivery date for Saturday, Dec 19. I was told that they would call the day before to give me the time of delivery. I got several emails about the sheets being ordered and ready for delivery, then more emails when the sheets were delivered. I don't know why they had to send 4 emails about the order of the sheets and 2 more saying they were ready for delivery.

We did not open the package because I had a suspicion that they were going straight back to the company when the call came to cancel the first delivery date, just like all the other reviewers said happened to them. Sure enough, on Thursday, Dec. 17, I got a call from the delivery dept saying that the bed was not built yet and therefore they couldn't deliver the bed on the 19th. I called the CS number and got a recording saying that they were overloaded with calls and to call back at another time, goodbye. I called another 800 number I found online and was put on hold for 30 minutes without an answer.

The next day I called the 800 number again and decided to see if the sales option would work. Guess what?! No hold time!!! The sales option sent me straight through to a sales rep who answered the phone immediately! I told him I was trying to get through to the CS department and he transferred me without a wait! No hold time!!! I promptly cancelled my order and she said they would send me a mailing label to return the sheets. I thought about keeping the sheets "for all my trouble" but figured they would charge me the $335.00 that the email said the sheets were worth. I really doubt they're such good quality that they would be worth that much.

I charged the $3500.00 for the purchase of the bed on my credit card because you just don't make a purchase like this with cash. I called the credit card company and disputed the charges before I called Sleep Number to cancel. I told the CC company why I was disputing the charges and they took care of it promptly. I'm glad I didn't hand over my debit card at checkout in the store because there's no telling if I would have ever gotten the money back without a hassle. What a waste of time and phone minutes. Never try to buy from this company. They might have a good product but how would anyone know? You get terrible customer service and you won't ever get the bed you ordered!

Called November 23, 2015 and spoke to Shera. She advised they had issues with their logistics and my order had still not been processed. She advised the order would be ready for delivery December 15, 2015. I asked to speak to a supervisor and she said one would call me back within 3-4 business days. That never happened.

I phoned today, first inquiry about new purchase phone auto attendant actually tells me they have high call volume and tells me to call back later - then hangs up. Called back and went into general information queue. Have been on hold for nearly 20 minutes now. This is unbelievably terrible service and I intend to post this on every available social media service available if I am not given some answers soon as to why, nearly 90 days later, 60 days after I have paid for my bed, I still do not have my purchase - OR EVEN AN IDEA OF WHEN TO EXPECT IT. I have received nothing but misleading expectations from the company.

The bed never felt right so I contacted corporate twice, spoke to the same sleep specialist who the first time told me to go softer on setting. Didn't work, horrible back pain. The second time he had me troubleshoot the bed with him guiding me on what to check. (I am an Engineer so I said no problem checking this.) He had me measure mid span and determined a defective cover, said he would send a new one but could take up to 4 weeks! But reassured me that probably a week.

9 days passed, I called again. Got the same guy who said it had not shipped and could now take 6 weeks. I told him unacceptable. He tried to tell me that they had upgraded their computer systems all at the same time and there was no way to communicate between departments -- basically making their problems my problems. He tried to soften the situation by offering us a free topper to make things more bearable until we got the defective cover. I asked "well we have not been able to sleep well on a defective mattress and extend my 100 night trial the 6 weeks we had suffered." He replied he could only extend it 2 weeks and we would have to keep calling every two weeks for extensions until we got the defective part. Again making it my problem not theirs!!!

Time passed, no package. I called the store and they called a supervisor who called corporate. About 10 days later I received a package thinking it is the replacement cover and this topper. What they sent was a piece of foam that fit inside of mattress. No cover, no topper. Something I did not even need. I called corporate again, spoke to another customer service person, this time a woman, who said there was no notes from the first person I spoke to saying my mattress was defective then had the audacity to say "how can this be defective it's new." I told her the name of first person and they determined a manufacturing defect and she said that was not possible.

I asked for a supervisor at which time I was told it would take up to 4 days to get a call. That was enough!!! We packed this oversized pool float and returned it within our original 100 night trial. Did not have any trust in Sleep Number or their product. Upon returning the mattress we asked for our shipping charges returned per the salesman that sold it to us and was told NO! So we were fed a lie. This was undoubtedly the worst experience I have ever been in. We were told things we relied on that were not factual and it cost us emotionally and monetarily. In my opinion I would never recommend Sleep Number to anyone.

First of all I was appalled at a 72 hour call back time for an unhappy customer, but waited... What choice did I have... And guess what? Yep, no call! So today I called them to cancel my order, which after I finally got a human to talk to, seemed easy until I was told it could take another 3 weeks to see the money post back to my account. With customer service like this the 25 year warranty isn't worth the paper it's written on because they will be out of business! DON'T BUY FROM SLEEP NUMBER ONLINE!

Then, Sandra said that she made changes to the delivery. I now need to wait another 2 wks. This is extremely frustrating. I ask to speak with her manager. She stated that the manager is not on the floor right now, and she will file a complaint form. I should get a respond in 2-3 working days. Now, let's talk about Sandra. She would not let me get a word in about my complaint. Yes, I raised my voice to her. I felt as if she was trying to complete a script. I told her that at first I was not upset with her, then she was became very condescending. I said that I was so disappointed in this company, then became more disappointed when she was acting out of line. SN make something this wonderful has such poor customer service.

The store emailed the customer service and they left a message for us to call to schedule the delivery. We called the number multiple times with a recording saying to call back later, the lines were busy. I finally got through 50 minutes later, thank god for speaker phones. They confirmed my information and told me they would call back within 3 business days to schedule a delivery. Yes, the message was to schedule a delivery but that was not what they did. So today I received another message to call to schedule a delivery. So again I received the message to call back later, lines are busy. Seriously???

I finally get through 55 minutes later this time to schedule my delivery... for 4 weeks!! So now, I am in limbo, they took my money at the store, I have an account with a balance on a bed I won't see for another 4 weeks. Not happy I was told 2-3 weeks and now it's 7 weeks before I see my bed. To top it off, the guy at the store told me good luck on getting my down payment back if I was to cancel my order. I most definitely WILL not recommend the bed. Let's just hope we like the bed. Unhappy new customer in Missouri.

I attempted to contact the store I purchased the bed through (McCain Mall, North Little Rock, Arkansas) and no one picked up the call. I was advised by HC Credit to contact Select Comfort regarding this issue. I have emailed, called, and chatted and have no information other than the return never got processed. Very poor customer service! As a business, how can SN treat its customers with zero respect and still have customers at the end of the day?

UPDATED ON 12/24/2015: Thankfully my nightmare experience with this horrible company has come to an end. I contacted my credit card company and gave them the whole story... no call, no show for deliveries, impossible phone contact, etc. and within 12 hours my refund miraculously credited to my credit card. PLEASE DON'T BUY ANYTHING FROM SLEEP NUMBER... THEY CAN'T DELIVER WHAT THEY SELL. Thank God I can finally put this behind me and continue my search for a new bed. I wish everyone out there who is going thru this the best of luck!!!

Updated on 12/22/2015: After 4 weeks of trying to contact customer service, I finally called the local branch and spoke with the manager. She was as frustrated as I with regard to contacting customer service.. I finally talked with a pleasant human being. She would issue a return ticket for the items not ordered. I would receive the return authorization in a few days. I did. Now the kicker, I spent $2100 on the new bed. I specifically stated I did not want the SleepIQ.. It was sent anyway and billed for. In order to receive credit, I had to return the hard drive and USB stick... AT MY EXPENSE... Standing in line at Christmas time at the post office and paying for the privilege to do so, also did not reduce my frustration. Sleep Number is off my list.

I work an hour away from my house and we were told (in writing) we'd get a phone 48hrs before to let us know what time they'd be here today. I had to take the whole day off of work today because we never received one phone call! So, my wife last night on her way home from work calls their office about 8pm to find out if they were coming at all? No apology but said they'd be here between 10am - 2pm today. So we get a phone call around 1015am this morning saying the drivers would be here in 45min. I drop what I'm doing and get back to my house and around 1130 they call to say they can't find my house. The driver doesn't speak or understand English very well but I tried for over 15 minutes to instruct him how to get to my house.

He said his GPS didn't find my house. Must be the ONLY GPS in the world that can't find my house because he's the only one that's ever had an issue. So not only am I out of a whole day's pay from work but I'm beyond frustrated with trying to get through your customer service number! I've called 3 times and each time I've sat on hold for 15 minutes, 20 Minutes, and 10 minutes ONLY TO HAVE THE CALL DROPPED BY YOUR SERVICE! Yes, I understand you have a new system and are working out the kinks but this was NOT what I needed to go through after the day I had dealing with the delivery driver and not getting a phone call the day before until I was almost going to bed!

We are hereby cancelling this order today and would highly encourage your company to have drivers that are competent enough to either speak or understand English so this doesn't happen to your future customers. They wrote an email 2 days later (is now Sunday night 1030 pm) and I'm just getting an email from their customer service. Below is the response but and they claim this is a rare situation which by reading all the comments on this consumerAffairs website, it's rather the NORM and it's a shame...

About two calendar weeks later, we called Sleep Number to confirm the delivery and asked about the time of delivery. Again we were told yet another delay and promised a delivery on December 11 between the hours of 12:00PM and 4:00PM and we would receive a telephone call 30 minutes before the delivery. At 3:45PM and receiving no telephone call, we telephoned Sleep Number and requested confirmation of the time. Following several transfers to other parties they hung up on us. We repeatedly telephoned them about the delivery and they repeatedly hung up on us. We then called our Credit Card company and asked if we could stop payment to that company and explained why. They told us no problem and that they would instruct the bank to stop payment and that we would receive a full refund. They also instructed us not to contact Sleep Number about this and that they would contact that company.

A little background. First, a friend had recommended Sleep Number's bed thus our confidence in placing our order for a bed on or about November 6. Second, I, had been in the hospital since October 6 and expected to get discharged November 15 at my request but against two Physicians strong suggestions. We had known for several months of our planned move from our state to North Carolina on November 19 and that we could make no further changes to that planned date. I could not walk and required a wheelchair and walker to move about. There are and will be further physical-medical problems for some time if not for the rest of my life. We placed the order from my hospital bed, told the company of my condition thus the promised delivery date of November 20th to High Point NC. We will not under any circumstance recommend to anyone this company or their products.

It is now well past the 2 to 3 week delivery time we were given; however, each of the five times I called the delivery dept. These past three weeks my call was put on hold for NO LESS THAN 45 MINUTES! My husband finally got through to the delivery team today... When we were told our bed had been ready for delivery almost three weeks ago, but they were waiting for us to call them! My husband asked to speak to a supervisor but we were told we would have to call back because he was busy; my husband threatened to cancel the order if he wouldn't take our call. The threat got his attention and that the supervisor called us back; however, he only asked if we wanted to cancel the delivery. My husband stated the bed would have to be delivered sometime the following week if he wanted to keep the purchase. The supervisor stated they didn't have delivery trucks available for that time, so he would go ahead and cancel our ($4,500) order.

He made no effort to keep our business! I wonder how the company continues to run with this type of slip shoddy service! By the way, please have the salesperson show the make-up of the mattress to you - the layers under the mattress cover - BEFORE YOU MAKE YOUR PURCHASE! Under the topping which wears down with time you will find the "air units" which are supported by cheap pieces of foam! Evidently we'll be shopping for a new mattress tomorrow in hopes of it arriving before family comes to visit for the holidays!

We received a call early Dec and a schedule was set between 10 am and 4 pm Wed, Dec 9th. We were told that we could set up and expect delivery within a 4-hour window, either 8-12,12-4, or 4-8, but the person we spoke with wanted to be in as early as possible so we agreed to as early as 10 am on a selected 12-4 pm window. We had hired a person to be there as my wife has back problems and can't lift or move around well.

On Dec 8th the night before the scheduled delivery after 5 pm we got another call stating delivery was set for the next day at between 4 pm and 8 pm completely outside our window and after our hired help was able to stay. I fussed and finally settled on Monday the 14th, but spoke directly with a manager named Jeff who assured me he would speak directly with the installation group and push the delivery time of 10 am - 4 pm. We were too late to cancel the person we had hired to help, so had her do other things around the house.

Today is the 12th Saturday and at 2:30 pm I received a call to inform me that delivery was rescheduled on the 21st of Dec. because our mattress was not built yet and that they were crediting me $200.00 for the inconvenience. What!!! The bed that was scheduled for delivery the prior Wed between 4pm and 8 pm wasn't even built? What if we had agreed Tuesday night and then waited from 4-8 pm as well as having shelled out $100.00 for someone to be there from 10 am to 4 pm?

I allowed them to reschedule and then asked for a manager. I was redirected to case management where a recording discussed their problematic computer system asked me to leave a message or go online for help. I have called the company several times as these events unfolded and have been told anything from delivery is at the customer's control with a 4 hour window of 8-12, 12-4, or 4-8, to you can request either before or after 1 pm and that this is just a request not a guarantee that it still could be as early as 8 am, to as late as 8 pm. So the truth of the matter is there is a 12 hour window at which we are supposed to be willing to wait.

Earlier as these events became frustrating beyond my patience, I cold called the company and acted as if I was ordering a new bed. I instructed the salesman I was recording the call. After discussing beds and bases, I settled on a choice then asked directly "will I be able to set a 4 hour window that I can depend on the delivery service arriving". I wasn't surprised when I was told yes of course. You will be able to select morning afternoon and select the windows as I discussed before.

Do I believe my bed isn't built yet? No! I asked the salesman we purchased from and he stated the ILE is stocked before the sales date. Do I believe that they have a busted computer system that is causing all their problems with customer service? No! I asked my salesman this specific questions as I had read a lot of complaints before purchasing. He said the system was running, but sometimes they were overloaded with calls. (Not a surprise to me given the poor service I have recently received.)

We are owners of an ILE king, and a C7 King bed. Our bed we use the most is on air chamber #3 in as many years.We had to pay part of cost of the last one, the sides break down and had to be replaced, the center becomes a low spot over time, we had the center foam fall apart after about 2 years, but we are willing to put up with it because the air chamber adjustments are great.

The bottom line at this point is that the customer service is sooo bad that I am tired of waiting 20 minutes every time I call. I am tired of being lied to and promised things that don't happen. I am tired of waiting for a reasonable schedule and completion of delivery of this bed. A $200.00 credit doesn't come close to our aggravation, cost of our time, or our effort to date to get what we paid a pretty penny for.

Owner of 2 king size sleep numbers, paid $8500.00 for #3. Still waiting and becoming offended by sleep numbers lack of customer care. Ready to look at personal comfort or comfort aire. We'll see what they say Monday as I was assured someone from Case management would contact me on Monday. To be continued...

Original Review: Dec. 12, 2015

We have had our bed for 10 years and have several parts that have deteriorated over the years. I called to have the items replaced under a warranty claim. The parts were ordered and I was given an order number. I waited about 4 weeks and then checked the status of the order. There was scant information about the order so I called their customer service number. I was told that it could take up to 8 weeks to ship my order. I complained that my CC was charged and that I expected my items to be shipped at that time. Basically I was told that there was an update to their system going on and to be patient. I have either called or chatted on a weekly basis, and was either told that they would look into it or refer my inquiry to some other department like the Hyper something, or other for expedited shipment. I was even promised that a supervisor would call to discuss my problems but of course I never received a call.

On Monday the 7th I received 1 of the items. And the following day I got an e-mail with the tracking number for the item I have already received. Today I chatted and was given the stock answers, system changeover, sorry for the delay, refer to the Hyper something department, Blah Blah Blah. I just want the items I have already paid for and don't really care about the issues at the shipping department. Still waiting for the other 3 items on my order.

This is my opinion of what I have experience. I order a bed from another company, received it within a week and love it. Spend a lot on it but if I'm going to spend x amount of money, I expect good customer service and excellent quality. I feel that consumers are why their companies are in business. Hey guys out there, it's our call, not theirs. We work hard for our money. Thank you for this opportunity.

The reps I've spoken to have all been friendly, apologetic and polite, but they have no access to any useful information, so their ability to help is limited, they're basically just message bearers. I have been offered $200 and free delivery twice in compensation, I'm assuming this is cumulative and I'll be credited $400 plus free delivery, but I haven't heard back from case management yet to confirm this. Supposedly I'll be getting the bed before Christmas, but I'm not at all confident that this is going to happen. The product is good, but dealing with this company has been a major disappointment as they don't seem to value the time of their customers. They say it's due to a new computer system, but there's no acceptable reason to be this unable to deliver a product.

What the heck is going on with this so called computer problem? It's been months and it's still not corrected yet. All the money they are receiving from these purchases need to be put to good use for a better I.T. department. They have one more time to cancel delivery and I'm canceling the bed altogether. Taking the pillow and mattress protector back too. I'm trying to be patient because I ordered the mattress pad that emits warm or cool air on either side. It actually cost more than the bed itself. So disappointing. I'm a woman and everyone knows we want things done NOW.

The original foam padding (waffle pad) failed last year, and after a discussion I had with one of your representatives (who originally wanted to sell me a new one at a cost of $380.00) a new one was sent to me at no cost. After only a year the new foam padding has collapsed, and the foam on the mattress topper has collapsed as well. Without anyone in the bed, it looks like two shallow graves have been dug!

On Wednesday 12/2/2015 around 7:00 AM PST I contacted one of your representatives named Johnathan who was very understanding, and offered to give me a 65% discount on my purchase of a new foam pad and mattress topper (which I told him was not acceptable). I told him the bed was a little over 3 years old, and that the foam pad had been replaced just last year. He told me that the only thing he could do would be to put in a supervisor contact request form, and I should hear back from a supervisor within 48 hours. On Friday 12/4/ 2015, after not hearing back from a supervisor within the 48 hour period I contacted another representative named Erica. I informed Erica of the situation, and she stated she would put in another supervisor request form.

At 11:42 AM PST Friday 12/4/2015, I received a call back from one of your supervisors, who's name was Jess. After hearing pretty much the same thing I heard from your representatives (about the discounted warranty), and after stating I have a permanent back injury (that is being aggravated by the condition of these products) I was making an analogy of how I thought the salesman should have stated that the foam was prone to failure within the next 3 years, and how I would be responsible for additional $380.00 when she said "good day, bye bye" and hung up. I purchased this bed at the recommendation of a friend who has had his for over 20 years. He and his wife are both overweight, and their's doesn't even come close to the way ours looks. I am 5' 10" tall and weigh 180 lbs, and my wife is 5' 6" tall and of muscular build (due to her profession) and only weighs 160 lbs.

This is obviously a product defect, and I feel both items should be replaced at no cost. In addition if there is a superior quality version of these items (such as the ones that might be in your more expensive products) I feel those are the ones I should receive. I am quite upset that this issue has not been resolved yet, and feel that the original representative (Johnathan) I spoke with should have been able to handle this at his level. I will be anxiously awaiting your response to this issue. This is the Direct Signature Letter (with some exclusions) I plan to send to The CEO of Select Comfort: Ms. Shelly Radue Ibach.

What part about, "I do not have a phone" do these people not get! It is ludicrous but they insist I must have a phone to buy a bed. It amazes me that a company that charges so much for a simple air mattress with memory foam on top cannot modernize their delivery logistics to schedule a delivery at the time of sale like any other company does. Example, buy a refrigerator and they ask, "when would you like it delivered" and you tell them when you want it delivered and they deliver when you agreed to.

I do not recommend Sleep Number as their customer service does not seem to get it, after stating it repeatedly in writing, I do not have a phone. When I asked them in writing to cancel the order, they said I have to call in to cancel the order. I just don't get how someone can be so dense to ask me to call in when I told them repeatedly I do not have a phone. All I wanted to do is buy a bed. I have completed that now. Thanks Sleep Number, really enjoy my new Tempur bed and the sales staff over there. Thank you for the business.

After having a colorful chat with customer service online I amazingly received an automated phone call from Minneapolis stating our bed was to be delivered the following day. After contacting my wife who settled down some I was taking tomorrow off from work to receive this bed. I have just now hung up from a telephone call from Minneapolis claiming that the delivery has been delayed "because of a part that is not yet available from the factory". Our new date is December 22 nearly 10 weeks after our order and while still paying interest on a non-delivered bed.

We relocated to the US from overseas and are in a temporary apartment while waiting on our shipment. We needed a new bed and as my wife is considerable smaller than I and likes a much softer mattress Sleep Number seemed like the perfect solution. We are currently sleeping on a basic air bed on the floor. I briefly considered less expensive alternatives online but felt more comfortable with a nationally known company with retail stores. Little did I know, their attitude to date is 'we've got your money and we will ship your order when we are good and ready. If you continue to contact us we will waste your time waiting to talk to someone who has no ability or authority to help you in any way.'

Their business model apparently is based on holding people's money for several months interest-free without supplying the goods ordered. I am seriously considering canceling the order, but dread starting over elsewhere and reading problems people have had getting refunds doesn't bode well either. I would not recommend anyone buying for these people until they get their business in order. That would include giving realistic delivery dates when you order. Taking deposits instead of full price in the case of extended delivery times. Having a website where you can see when your order is expected to ship. Proactively contacting customers in the case of delays and finally having a customer support department that is able to do more than say sorry but that's the way it is.

I am at the point of believing I should cancel my order and request a refund. It amazes me that a company can take payment for such an expensive purchase and not follow up with communication and delivery of a product. I'm also wondering if I should file a complaint with the Better Business Bureau. I ordered a new bed and frame because we need one to help with our back, shoulder and hip problems and was told by a salesperson that their product is the best (actually they said "only") solution for our pain and sleep problems.

There is no one at the company who cares about customers or service, there is no one you can talk to, they don't accept complaints, there is no one who is empowered to fix a problem, there are no supervisors or managers to talk to when you call. You get some low employee who can only tell you "I will submit your problem to some unknown person up the corporate ladder" who will call you back in 72 hours. It has now been over a week, I call them every day and run into the same roadblocks. No one has ever called me back. How can a company run so badly?

After many rude customer service reps and no rescheduled date, we decided to cancel our $6000 order. Sleep number has lost probably more than $20,000+ in revenue from my family as we were going to order beds for our children as well as the other equipment to make the bed adjustable and not to mention future bed replacements. The response we got from customer service when we told them we were canceling was "no problem I will transfer you." They could care less. Unfortunately, we will never know the pleasure of owning a Sleep Number bed as I will never order from this company ever again. Do yourself a favor and avoid all this headache and order just a pillow top that's half the price. This experience will really put a sour taste in your mouth and make you wonder what American customer service is coming too.

I asked to speak to a supervisor and was told to call the store. The store has an answering machine and has not called back either. My wife and I are bed shopping again and if we find something we like, I will cancel this order and dispute the credit card. I have never encountered such poor customer service for a large item purchase and will not recommend this company to anyone.

I called again at the end of November to find out the status of the bed and complained about the double charge and want to be compensated for the money that they have in hand and the merchandise that I have not received. I was told by the representative that a king size blanket would be mailed to me in a week as compensation.

I called for update on the blanket and bed and was told by representative, Caville that there was not a note of a blanket being mailed to me. I complaint about the service and she put me on hold for a long while, she came back on the line and stated that she got an ok from her Supervisor so I could receive a king size ivory colored blanket and that it would be mailed to me and that the bed would be delivered on Wednesday December 9th. Told her I did not appreciate being lied to, and the money that people pay for merchandise not received is fraud. She was VERY rude and said she had other calls to take care of and I would receive my merchandise. Two hours after that phone call my husband received a call that the bed was lost in a truck and it would take 2 more weeks to be delivered. This company needs to be shut down!

On 11/11 we had not yet received the 2nd box. I contacted Sleep Number again and was told the 2nd box had not left the warehouse yet but should within a few days. They explained the 2nd tracking number had been generated at the warehouse but UPS had no record because the box had not been turned over to them yet. I also received reply to an email I sent saying basically the same thing. During this time I received multiple emails with shipping updates showing the same two tracking numbers.

On 11/18 there was still no 2nd box. I contacted Sleep Number again and was told the missing parts would be sent next day air at no cost to me. The customer service rep did advise it would take 4-5 days for the parts to leave the warehouse. On 11/28 we still did not have the missing parts or any indication they had even been shipped. I contacted Sleep Number again. This time I was told the delay was normal and the missing parts had not been made yet. I was told they could not be shipped until they were received from the manufacturer. I asked to speak with a supervisor and was denied. They said I would be notified when the missing parts were shipped.

It is now 12/7/15. I just spoke with Sleep Number again. I was again told the missing parts had not yet been shipped. They told me they could guarantee the parts would be shipped but they could not provide a timeline. She explained they were having problems with a new computer system that was not properly communicating with the shipping department. She also told me she could not contact the warehouse directly and there was nothing she or I could do to get the parts shipped more quickly. At this point I have no idea when or if the missing parts will be delivered and Sleep Number already has my money. If you buy a Sleep Number bed be prepared to wait and get told multiple stories when you call about missing parts and deliveries. I would advise looking elsewhere.

I was very uncomfortable with Select Comfort charging my credit card within minutes of placing the order via their 800 number sales line. They never sent any type of confirmation, email or otherwise. I've never had an on-line business behave like that before, and I was/am very concerned that I may never see the product or a refund of my money. They are obviously having very serious trouble meeting their commitments, and aren't able to communicate well with their customers (maybe ex-customers).

I thought I was suppose to be credited back the home delivery fee. So why am I charged this instead of it being credited. They told me in the store that my first payment wouldn't be till January 2016. I guess that wasn't true. I tried the live chat with the bank and they were rude and did not help me to understand what was going on. Basically told me I had to pay it if it was not credited by the next due date. I already made a small payment just to be safe but I know I shouldn't have had to do it in the first place. This upsetting and not right.

Do you know that the phone rep had the nerve to tell me that my warranty begins when I order the bed and not when I take delivery. Poor training and that will not put me in good stead with a company that trains their employees to help not irritate a customer. Today, I had my bed packed up by professional movers and may or may not have packed my remote. Incidentally, I am having trouble with my bed and the phone staff couldn't tell me if my air chambers were shipped. I ran a business for 40+ years and took great pride in making sure my customers were #1 and I did whatever I had to do in order to make sure that I valued you my customer and wanted repeat business. Repeat business means that I am doing right by my customer. That's what I want plus referrals. I would like a true customer rep to call me to discuss this matter in detail.

Ask to speak to someone else, he tell me not happening, someone would call back within 72 hours. Not holding my breath on that. The customer service rep that I dealt with was the worst I have ever dealt with. Not worried about customer whatsoever. No understanding or concern for his customers. Maybe Sleep Number should spend some of their money that they shafted out of their customers on training their employees. This wasn't our first Sleep Number bed and accessories but it is the last! Just the Worst!

They have no systems in place to assure the information they give you is correct. The corporate office customer service cannot interface with their delivery partner and verify information. For example, corporate office told me that the order was shipped and the delivery company called me to set up a delivery time, as it was shipped to them. I received a call one day later saying the truck came in and your order was not on it. I have received a call recently saying they would credit my account $200 for the inconvenience, but we have not seen that applied.

This past week I was told that my order was being pulled at the warehouse and would be shipping within the next day or so and then 12/4/15 I was told by another agent that it would now be six weeks before I could expect my parts. I have even written a letter to the CEO of Select Comfort (Shelly Ibach) for help in resolving this issue without even an acknowledgement of receipt of my complaint from her. This type customer service is totally unacceptable. This company took my money, has had it for four weeks, I have no parts and I continue to have interrupted sleep and severe back pain, my back problems being the reason for my purchase of this bedding in the beginning. This has now become a health issue for me and I do not see that Select Comfort is upholding what they use as their Mission Statement.

I washed all the sheets, and bedding and now want them to send me a free shipping label so I can send them back since no bed is coming when I said over 2 months I need it for my military visiting children. I could have bought another bed somewhere else. This is the worst shopping experience I have ever encounter in my life. I am 48 years old and shop a lot. I don't like people promising things and not standing behind their word. I don't take that lightly and should be ashamed. People really need to look into this company and read the FB page of all the other people having the same issues.

I have to say that this is one of the worst customer service experiences we have endured, particularly from a company of this size and prescience. Nobody in customer service has a clue as to what specifically is wrong! If you order anything from this company, try to insist on an ironclad delivery date and absolutely insist that no charge against your credit card be made until the item or bed is actually shipped!

On October 26, I finally reached a representative and after an hour on the phone, she finally got my order submitted (order number **) and was told 5-7 business days to received it. Since I was going on vacation in early November, I opted to wait until after we returned to find out why the remotes had not arrived yet. On November 20th, I tried calling customer service, only to be disconnected after 15 minutes on hold, listening to the same message about the computer upgrade causing delays. I tried doing an online chat through their website but the representative was completely useless. All he could tell me was it would be "a few weeks" for replacement parts to be shipped and he was sorry but the computer problems were causing these delays.

I have seen people complaining about service from Select Comfort on Facebook. I found someone who had a similar problem to mine, so I replied to her message with my issue. Select Comfort saw my message and asked me to contact them through their Facebook page. This was on Nov 20. The next day I got a response saying they had expedited my order. Two weeks later all we have gotten was the return address labels for the defective remotes. When I contacted Select Comfort today, Dec 4, all I got for an answer was "they are sure the warehouse is working on getting our order out." This is unacceptable. I am tired of their delays due to a computer upgrade that started 2 months ago. I want Select Comfort to send me my remotes as soon as possible and for them to over night the order. I have waited long enough.

Promising something within three weeks, taking the money, and then, more than doubling - almost tripling - the ship time is a terrible way to treat paying customers. No one is able to track our order, or tell us an approximate ship date, outside of "contact us if you don't receive your bed within 8 weeks." I can't believe that Sleep Number will be in business much longer if this is the way they are treating everyone.

Called customer service and received the most horrible service. Their agent gave me the run around asking me to call other 800 numbers and hung up. Called again and was transferred to home delivery which said the earliest they can deliver will be 12-15! When asked why the delay I was transferred back to customer service who could not explain anything, say that's all they can do and were more willing to cancel the order than help. Many subsequent calls to the store and the customer service have gone in vain to request order delivery as promised.

They finally agreed to refund $200 by check but don't know when the refund will be mailed. Request to talk to a supervisor is another run around when they tell you the supervisor will call back in 2-3 business. They never do! When asked to get contact information for a District Manager the run around starts again. They gave another 800 number to call with an extension. When you call that 800 number, there is no way to enter the extension and it is the same customer service line. The agents say they don't have any information to give out on their managers. They cannot explain why the false information was given out multiple times and they cannot guarantee that the company will keep their promise of delivery on the date it is scheduled. Is this the way to do business? Can someone please advise if I should keep this order because what will happen if I have to use the warranty and/ or ask for service once I have the bed?

Updated 1/22/2016 - My wife and I ordered 2 beds on 10/25/2015 and were told delivery would be within 4-5 weeks, It is now 1/22/2016 and we still don't have our beds. We have been scheduled for delivery several times and received a cancellation less than 4 hours later each time. The last scheduled delivery, we were cancelled 5 minutes later then received another call 10 minutes after the cancellation to confirm delivery once again for the same day. As I expected, there was no delivery. At that time they set us up for 2/3/2016. The customer service has given us at least 5 excuses as to why we haven't received our beds. It truly amazes me that a company can treat customers this way and then brag on TV how wonderful the company is. I am now going to the federal level with my complaints. 3 months and no beds.

They have charged my father's credit card for the pump and the second service call, even though they don't have the pump, and no return appointment has been set. Outrageous! I can't believe that this is considered "customer service," and that it is even legal! They aren't able to watch the "how to" videos and try to fix the bed themselves, so they are stuck paying over $600 to repair something on a bed that cost over $5,000 without any resolution to their problem. Sleep Number should be ashamed and mortified that this is how they treat their customers. I will tell everyone I know to never ever buy a Sleep Number bed.

Made many calls over the past 4 weeks and still cannot get to speak to a manager. No one, not even the corporate office will give the name and number of a person to speak with. Left several messages. No one returning calls. Highly frustrated! A long time customer and this is how I am treated. I guess it is time to call my credit card company, contest the charge for failure to provide promised service, and file a complaint with the Better Business Bureau. You simply cannot blame all your problems on a new computer system and not take the time to speak with a customer and resolve a problem you created. From the looks and many other recent complaints, this is not the first issue with your delivery service. Looks like you just lost a long time customer!

We spent a lot of money on this and I was really wanting the bed so I decided to wait. About 2 more weeks I just called to see if it had been shipped. I was told a label was made and will be picked up by UPS and we will get the box that week. Well it is now 12/1/15 we still have no box so I cancelled my order. It is ridiculous how long you have to wait to get this bed! Customer service has no idea what is going on and is not helpful at all. My husband and I were excited about this bed since we heard all these wonderful reviews. I WILL NEVER RECOMMEND this company. We ended up ordering a Casper Mattress on 11/27/15. It will be here tomorrow. What a difference!

Complaints to the corporate office and a pleading message to somebody there were finally answered last week, though a promised call back from that person has failed to happen after a couple of days and another message left. It's pathetic. Everyone we speak to in the "customer service" department tells us something different. Some are nice, some are rude. This is the worst experience ever and I can't believe that they are in business or will continue to be in business much longer if this is their practice.

Original Review: Nov. 30, 2015

Our main reason for going with this bed was the return policy. We were assured that we had 100 days of sleep. If we were not happy with the bed it could be returned. We made the decision that we wanted to return the bed since we were not completely satisfied. I called customer service and after a 45-minute wait the rep was very nice and explained the options for the bed to be returned. They could pick up for $179 or we could find big boxes and ship back ourselves. I requested a pickup. She went and confirmed all our contact information and processed the return and said we would be refunded about $2800. I was shell shocked and could not speak for a moment. I had our paperwork in front of me and our purchase price was $5700. We got the Flex Fit so of course we had to get special mattress pad and sheet sets since nothing we had would work. That was $445.

The rep explained that she would make notes on the account that we got exchange those in store for normal fitting sheets and any difference would be refunded. I am okay with that. So that would put the difference from the purchase price to refund price at $2255. I questioned the reason for this discrepancy. She said the base is not returnable. $2099 for a base. She said the base could be used for another mattress top. When we shop to replace the mattress we dont have to get a box spring mattress. $2400 for a frame?? The height of the bed was one of our issues with the bed. The frame is only about 8-10 inches off the floor. So I might as well be sleeping on an air mattress on the floor. The rep says this return policy is on the original receipt in the bold print. I have all my papers. It is not in bold print, only small print. I will be glad to provide a copy of what we were given for our receipt.

The day we bought it was the first day they converted to their new computer system so things took longer to process and employees were frustrated with their side of processing the order. I expected to pay a restocking/shipping fee. NOT $2100 for a base that is useless for us since we don't want to sleep 10 inches off the floor. I want to speak to a supervisor but I don't have another hour to sit on hold to speak to someone!!!

I then said to cancel my order and she quickly transferred me to another lady that with no hesitation said "no problem" and she would have the order cancelled and credit issued in a few minutes. I was never asked if there was anything they could do to keep our business and no apology. What kind of a business model is this that they would so quickly just cancel a $7,000+ order because of their disorganization? Now we will have to go through the battle of trying to return the $650 in bedding that we purchased for this bed that has been opened and laundered after being given a firm delivery date. I should also mention that we are a return customer and this would have been the 2nd Sleep Number bed. We were definitely surprised by their complete lack of interest in their customers, and even a repeat customer. I would be very cautious purchasing a bed from them.

"My wife and I got a queen Sleep Number bed late last year. To save money vs. say, the M7, we got a C2 and (from other companies) a nice 3” latex topper and a plush mattress pad. The Sleep Number bed itself was easy to set up, and we’re really enjoying the independent levels of firmness. I have lower-back issues, and I’m sleeping much better now. I’d give the bed itself 4.5 stars - not perfect, but really nice.

All of that said, I’m giving a 3-star rating because of shipping issues and very poor customer service. Sleep Number advertised delivery before Christmas if you ordered by a certain date. I ordered on the last day and did so by phone to assure (and get human confirmation) that we placed the order in time to have delivery by Christmas. I was taking vacation time from work between Christmas and New Year’s and using it to custom-build a platform bed for the new mattress. I wanted to know exactly how the mattress would fit as I drew up plans, and I wanted everything completed during my vacation.

As it turned out, the mattress arrived a week late. [Correction for Consumer Affairs posting: The mattress arrived 5 days late, on Dec. 29.] In the days leading up to Christmas and the week that followed, I made several phone calls to customer service; and each time, the information I was given about delivery status turned out to be inaccurate, some of it an outright lie. Part of the reason I’m writing this review is that my brother recently had a somewhat similar experience. In his case, it took a call to his credit card company about disputing charges before Sleep Number got in touch with him to actually work things out. In summary, the product is good, but the company is disorganized and deceitful. You should take both into account when you consider making a purchase."

After not receiving the confirmation email I call back. Now I am told that I would not receive my order until 8 weeks from my order date. I am told that they can NOT expedite an order because they are too far behind because of computer issues and I would not receive my order by the promised date. I ask to talk to a supervisor or manager and am told I can't. They are not allowed to forward a call because of the issues with ship dates and I could get a call back from someone in 2 to 3 business days. Now I am without a bed for an additional 5 weeks. We picked this bed over others that we could have gotten on sale at the time. If I had it over to do I would have gone with a different product. It really feels like this company does not care about customer service. I would think twice about doing business with this company.

The day after Thanksgiving, I called customer service to find out what happened. I had to wait 30 minutes to talk to someone. They said they could reschedule for two weeks out. I asked for a supervisor, and they said I'd get a call back from one in 24-48 hours. The supervisor never called. At the same time, I expressed reservations about the purchase, and was transferred to the Retention Department. They offered to give me $200 off for the inconvenience and were able to get me a delivery one week earlier (today). They were unable to get an answer as to why I never got a call on the original delivery date, and why they were a no-show.

I called again yesterday because no one called to confirm the delivery date or time. I again had to wait 30 minutes to talk to someone, but they confirmed a delivery time of 8 am - noon today.

This morning I got a call from the men who set up my bed shortly after 8 saying I was their first appointment and they'd be here in about an hour. The set-up went smoothly without problems. They did fail to remove the bed that I left in the garage with the door open for them. Slight inconvenience, but I was just happy to have the bed delivered, and took the bed to the dump myself.

Bottom line, this is what I will tell my friends what to expect when they purchase a Sleep Number bed. You'll wait 2-4 weeks for your bed to be delivered. Prepare to be flexible in that they might not make it the first time. And if that happens, call Costumer Service, expect a 30-minute wait, and ask to be transferred to the Retention Department. Ask them to work out a new delivery date, and be sure to get $200 off your purchase.

I'm upgrading the star-rating to two stars because some of the inconvenience was just a convergence of factors outside the control of Sleep Number (my knee surgery, and Thanksgiving Holiday.)

Original Review: Nov. 26, 2015

Wow. I wish I would have found this site before ever expecting my bed to be delivered as promised. The first call I get from customer service, we scheduled the delivery date today. They went through the various delivery times, and I asked for 10-2. They said not guaranteed, but they'd try. Got a call from them a few days later saying the delivery time would be from 7-11pm. Then yesterday, and again this morning, I got calls confirming it would be between 5-9. Well here we are at 10:30pm, and still no bed.

Like I say, I wish I would have found this place to realize the bed might not be coming when promised. As it is, we threw away our 4" memory foam topper for our mattress, so now we're going old school for a few days, because who knows when it will come now? Not tomorrow on Thanksgiving! And since I had knee surgery yesterday, this is a real kick in the teeth. I gotta say, it's hard to recommend Sleep Number to any of my friends after dealing with this so far. I'm actually thinking hard about just canceling the whole order and going with something else.

We then requested not to be called for delivery until the bed was ACTUALLY made. Days later, we get a call and was told our bed is ready for delivery. I again took another day off from work. Guess what? We received another call that our bed was not ready and would not be delivered. My husband and I are VERY upset and disappointed with your company.

I ask how often supervisors are not on staff and am told there is a supervisor on staff, he just can't get me transferred to them. After trying numerous times to tell me there is nothing that can be done to improve my experience or get a remote shipped out overnight he tells me a supervisor will call me. After three more stories (from him) he asks if there is anything else he can do for me. I remind him of the supervisor call. "oh yes, of course one will call you". Me - "do you have my phone number?" Him - "Oops, I am usually better at this, what is your phone number". I have such faith that a supervisor is going to call. And the disclaimer with "the remote is at UPS ready to ship"... "but it might not show up in tracking or go out for a few days". Not feeling really good about things.

I am sure you will tell me you're sorry and will do everything you can, but from the few hundred other comments I have seen, clearly it is not working. You should be producing results rather than apologies. If I had known the process would have my wife and I having to go out of our way to get sub-par results I may have just gone with a Tempur-Pedic bed instead. At least then I would already have the mattress.

Since I have my receipt, they honored their warranty and offered to sell me a new pump with upgraded features for a discount, which I accepted. Shipping would take 7-10 days but apparently, that was an optimistic assessment. 15 calendar days later I still have no pump and customer service is again beginning their calls with, "our computers are down". They can't even tell me if the order was processed. Even a confirmation email I was sent when the pump order was placed lacks a link to UPS. As I said, they have a mess on their hands and it is affecting customers.

I'm now sleeping on a standard mattress in another room, so I go to bed everyday with SN on my mind, but not in a good way. I think of the thousands I spent on a bed I can't use and wonder whether I can return it for a 100% refund. Likely need to be dreaming for that to occur. So to those reading this, I say buyer beware! I suggest asking SN to call you when they fix their system and it does not crash for 6 months straight. Until then, save your money. Its a great product, but if it does not function as advertised and they can't fix it, it becomes a useless big box in your room.

I just called and spoke with a representative, Sarah, she was the most helpful of the representatives that I have spoken with so far. She actually offered to give me a credit of $200. However, I am still not happy and I am tired of sleeping on my couch.

NOW we were informed that the adjustable base is not returnable because it is made by a 3rd party vendor so apparently we are stuck with it. Also, to pick up the bed we will be charged and it will take 2- 3 weeks. AFTER the mattress is returned, 2 -3 weeks later our money (minus the base, which was $4300) will be refunded. TOTALLY UNACCEPTABLE. Our money was expected up front before the bed was ever received yet we are told we have to wait to get our money back plus have no bed to sleep on during the transition. Buyers beware, obviously this company does not care about their customers, their level of service and your sleep comfort, as they proclaim to.

To start with, the $200 Sleep IQ does not work. It has worked once in the last 3 days. Not a big deal but since you have to pay for it, it should at least work. Now the actual beds, the beds in the stores are MUCH more comfortable than what you get. Chalk it up to more butts on the mattress or whatever but there is a significant difference. If you are single, just buy a twin size. No one in their right mind could sleep on the middle divider. If you are a couple, forget contact with your mate.

There is a styrofoam divider for each side of the bed and I think it might actually just be a 2X4 stud... it is MISERABLE to lay on for any length of time. This same divider goes all the way around the bed so the actual sleeping area is much smaller than a queen size bed. Remember waterbeds? That's all this is, a waterbed that is filled with air. They will tell you that the air will be divided based on body pressure points to make sleeping more comfortable (I think this was the selling point of waterbeds too)... they lie. What actually happens is the air goes to the top, bottom and sides, and leaves you laying in a ditch created by your body weight. Firm it up to get out of the ditch and you are sleeping on a piece of plywood. It's not horrible if you sleep on your back I guess... but I sleep on my side.

The air pads are about 24" across... I am maybe 10" across when I am on my side. The bed doesn't support me at all. The air just goes out from underneath me to the sides (air is funny that way). It is a MISERABLE sleeping experience... and sleep is iffy at best. My couch is more comfortable. For the love of Pete, buy ANYTHING other than this bed.

Now I'm trying to find out what's going on with my refund. Every time I call, I get a different answer. First it was "You will get your refund a few days after the bed is picked up." Then it was "Give it 2 weeks." Now it's "We have to send a form to hypercare to look into it. That will take another 5 business days. Then if no one calls, call back." This has been such a hassle from day one. Very frustrating. I want my refund and be done with this company. One good thing I can say is that I bought the in-balance sheets and they are nice. See how long they last, not so good reviews on the wear.

Brett from Select Comfort /Sleep Number supervisory team took personal responsibility for my issues & swore everything would be fixed & made up for!

Original Review: Nov. 24, 2015

I ordered an i10 with the Flex 2 motorized frame & other accessories totaling close to $7k back in mid October. I was told it would be 4 weeks until delivery. The afternoon of the day before delivery I get a call telling me my bed isn't ready & it will be another 2 weeks. I had someone picking up my bed the next morning, luckily I was able to get ahold of the person. I had to get a crown for my tooth & the permanent one was scheduled to be put on the day of the rescheduled delivery, so I had to reschedule my dentist appointment.

The next date they had available to finish my tooth was another 3 weeks out. So now I have the plastic temporary for nearly another month. But wait it gets better. I get another call on Saturday (my bed was due to be delivered Monday & they're closed on Sundays) telling me my bed is STILL not ready & it will be ANOTHER 2 weeks before it can be delivered!!! I had the person coming on Sunday to get my bed again only I couldn't get ahold of the person this time, so I had to tell them when they showed up my bed isn't being delivered again. I was told I would have to call a supervisor 800# because the person that called me stated they weren't authorized to do anything. So I called, left a message, got a call back but missed it. I called again today & left a message again, the recording stated I would receive a call back in 4 hours. This was at 2:48PM EST.

Never got a call back. I'm going to call again tomorrow, but if they don't make this right and/or miss the next delivery date I'm cancelling the order & buying a Tempurpedic with a motorized frame. I have a severe spinal injury & need this bed. This entire experience has been beyond ridiculous. I'm a former Network Engineer with 14+ years IT experience, this system upgrade fiasco is exactly why you don't do a company wide rollout all at once! Someone should be fired over this circus.

Once the bed was delivered with no base the home delivery told me they didn't know why it wasn't ready but they could deliver one to me on the 16th...yes the 16th of January...I lost it at that point. After 3 different phone calls, I finally got a hold of a supervisor who seemed to truly understand customer service and got a hold of a regional director and on the 22nd I got a call that the base would be here on the 28th of December.

There were lots of other inconsistencies which are just too much to go into. All I can say is ask lots of questions when ordering a lot of things that I was told would be with the system were not included and I had to backtrack.

I have to say that I did receive quite a few items for no charge because I was not told anything properly when ordering. Another suggestion is to go to a store they might be able to help more. I just ordered over the phone. I am supposed to be getting a credit for all my troubles so now I am praying that is not another battle. Honestly, I am not sure any bed is worth all of this trouble. It's sad I don't even feel like reviewing the bed since this whole ordeal has been beyond exhausting! The bed does seem good we have only slept on it with a base for 1 night now so time will tell. I can honestly say no matter how good the bed is I would not have gone through this ordeal again and would have cancelled if ever this happened again. I am very uneasy of recommending this company to anyone because of what we have been through.

Original Review: Nov. 23, 2015

So I ordered my bed on October 23rd. It was supposed to be delivered Nov 13. I called 3 times to confirm. Got the robot call to confirm and then at 7 pm Nov 12 was called to say the bed would not be here until Nov 23rd but they would give me $200 off. I was extremely upset as I had already sold our bed because I was told that my bed would be here. But I realize things happen so I went with it. Then I got a call Nov 21 that my bed would not be here on the 23rd. It would possibly be here Dec 3rd but again was offered another $200 off. I explained to each person that called me this was getting ridiculous. Then tonight I called customer care to make sure my account was noted for the money I was supposed to get.

As I was talking to the agent I asked about the c4 because I am nervous the c2 would feel like an air mattress. I also asked could they just send me a bed that is in stock bed at no additional charge or could I upgrade to the c4 since I wanted to make sure it was not like an air mattress. You know the worst part is that I don't even think they care if I cancel the order and that is beyond upsetting to me. The guy didn't even offer to see what he could do and when I asked for a supervisor knowing that it might be out of his authority he told me he was the highest line I could go to. Seriously I understand some things are out of your control but now it will be over a month and no one seems to care if I cancel or not. I am extremely disappointed but I think they know they have you because there is really no other competition.

Original Review: Nov. 23, 2015

I recently bought a Sleep Number bed because I started chemotherapy and spend a lot of time in bed. The bed was not soft enough for me so I contacted Customer Service to return the bed and go with the Tempur-Pedic bed. I was offered a Queen 1.5" Foam Topper which would make the bed softer so I agreed. This was order # ** placed on Oct 27th. It is now November 23rd and it has still not shipped from the warehouse. I have contacted customer service twice and have been told it is being shipped. It has been a month and I still don't have any shipping info. Had I known I would be ignored I would have returned the bed. I am now in my fifth chemo cycle and the bed is still not soft enough. NOT HAPPY AT ALL.

On the day of the install for the bed and base, the installers arrived and had no base for us. The computers were down so they could not look into the matter further at that time. We were not able to have our install because there was no base. We had already moved the bed we had out. We received a phone call back and was told we would receive a credit but then they wanted to reduce that amount because the install was free. My husband said he wanted to discuss this with a supervisor but there was not one available. He called this morning and was told again there was not a supervisor available and was told it would be Friday the 27th before they could schedule a new delivery date.

Our whole experience has been awful. We have been discussing canceling and going somewhere else because of the inconvenience Sleep Number has caused us with no resolution near. In addition to the salesperson making an error initially she also did not save any information in your system. We had picked pillows out but had decided to wait on them. I went to a store in Greenwood, IN on 11/19 to purchase the pillow and there were no notes in the system so we had to start over.

Then today, I planned on again missing work to be available all day for the delivery crew. Since I heard nothing last week to say the item had not been received by the local delivery team, I expected the company to deliver as scheduled. I called to verify time and the representative checked and again, the bed was not shipped and of course was not received by the warehouse for delivery. The representative then said the next delivery date would be Saturday 5 December. I am very disappointed in Sleep Number. They withdrew $2711 from our account through a computer system within two days of my purchase from their store and now they can't deliver a bed on the second attempt? My wife and I chose Sleep Number in good faith that they would act and provide a product and service in a professional and reputable manner. If there is a problem with their delivery service, the company should not accept payment until the bed is delivered.

My wife and I have had five weeks of back discomfort due to our trust in Sleep Number to treat us as valued customers. I have had to move my wife to a firm cot and sleep separately so that she does not wake up in pain. This was supposed to be a short inconvenience and now we are looking at a third promise for delivery and will have to be inconvenienced again. We are seriously looking at cancelling our order and buying local so that we have a bed right away and can be sure to have a company locally that will support us.

Sleep Number - I have been told someone from 'Corporate' will contact me in the next 24 hours, but my trust and loyalty in your company to follow through with its word is in deep doubt at this point. I am not the only one and your company should by now with all the complaints on the same topic, result to not taking payment from customers until delivery or go to follow service by phones to ensure prompt tracking of your product to local warehouses and home delivery schedules. Will see how you handle this complaint on making my final decision and judgement in your company.

Updated on 12/09/15: I did receive a call from the Innovations Customer Service team within a few days of filing the complaint. Very nice young lady. She offered an appeasement and an apology. Unfortunately - the second delivery date (23 Nov 2015) came and went. No bed. A third delivery date was scheduled (5 Dec 2015). That day came and a phone call that morning said the bed did not arrive and of course would not be delivered. A fourth delivery date is now being scheduled for 19 Dec 2015 and I have had several representatives from the local store, home delivery warehouse, and the National customer service team offer apologies and in some instances appeasements, but none can tell me if the problem is fixed and that the fourth delivery date will be met.

I am frustrated at Sleep Number as a company. I have had multiple very polite and professional individuals apologize and try to find out what the problem is and if it is corrected but none of them knows whether it is corrected. So, here my wife and I are trying to be patient and graceful but wondering what to expect after the delivery... will customer support for any warranty issues meet with the same disappointments. The problem has never been with the people we have spoken with, but the company as a whole. PLEASE SLEEP NUMBER, SOMEONE DEAL WITH THIS AND MAKE IT RIGHT. Thank you,

Updated 12/3/2015 - After being told my bed would be delivered weeks ago with confirmation, the morning of delivery my bed was not in warehouse. So new delivery date set up a week and a half later, delivery confirmation again, they come, I am so excited to see the truck and they set up HALF of my bed to discover the other HALF is not on the truck! So after their calls to their superior, NO BED until maybe next week or so. I AM LIVID MAD!!! SLEEP NUMBER NEEDS TO STOP SELLING BEDS THEY CAN'T DELIVER! Get caught up on your existing orders before promising something that can't happen!!!

We now have to wait for the air bladders to be delivered and set up rescheduled. This was day 28 on the contract. I called the number on the contract and the rep nicely listened and said she would have a customer service rep call. In the meantime, I realized the mattress pad had not been delivered. I called the number back and had a very rude, condescending rep tell me she wasn't customer service and transferred me, where I listened to the recording fading in and out for 45-50 minutes. Finally, a polite service rep picked up. She looked up the account and told me that the mattress pad had not yet been sent out. They will probably get it shipped next week and I can expect delivery about Dec. 3rd. Wish I had read the other reviews prior to making this purchase. Waiting to see how this matter is resolved. Very disappointed in customer service. Poor management.

On October 26th I finally got someone nice and told him there was an issue with the bed. There is some kind of air pocket or something hard hitting my thigh and causing severe pain in my thigh. He said he would order a thicker pad and that should fix the problem. This is now Nov 21 and we still have not received said pad. I call twice a week to get told it's on order and will eventually ship. (Probably after the 100 night trial so if the pad doesn't work you are now stuck with it). And now to top it off my remote no longer is working and now on my side of the bed it is deflating. Bed isn't even 90 days old yet. I can't even get them to ship the pad so how in the hell am I gonna get the new issues fixed? And every time for the past 2 months of calling I always get "we had a computer conversion so everything is delayed".

This company and these beds are a joke people. Do not waste your money on their beds. Once they have your money you are abandoned. Hopefully someone sues the ** out of this company for its false claims and fraud. I have not got a whole night's sleep in 3 months and the pain it is causing is unbelievable. The floor is more comfortable than this bed. It's never anything wrong with their bed - it's always the consumer's fault. If you are thinking of buying a Sleep Number bed please do your research people. All that is inside of the mattress is cheap ass foam and a small air mattress.

The next day it was impossible to get through altogether. I also tried contacting them online with my order number and received a reply that it hadn't shipped yet with no additional information. I have contacted the store as well, and was informed they have to use the same phone number I have, and they do not get any better results. Furthermore, I was told they are not supposed to call on a customers behalf. I don't know what else to do - this should not be a complicated problem, and the service so far has been awful. How hard can it be to put a remote control for a bed frame in the mail?

We are currently undergoing a big 'ordeal' in our ongoing order. With how many times I’ve contacted customer support, there are several people involved now. Our original saleswoman - Kimberly - is awesome and great. However, we understood her vacation was occurring before we would be coming back veteran's day evening to finalize our deal. If I had a survey for Kim, she would gets 10s/10s. To emphasize below, where there are numbers noted, such as (1), these are bookmarks/red flags.

Wednesday 11/11 1:10pm for a quick minute, Kimberly called me to confirm that Equifax was indeed the bureau used for credit as she had thought the night before (I have security freezes on mine and requested if she knew which one was specifically used. It would save a whole lot of time). I worked with Equifax and put in a temporary lift for Sleep Number, for which they issued a 4 digit pin to be used by Sleep Number to access my credit.

Wednesday 11/11 6:30pm. (1 - this entire session included) We were in the store for almost 3 hours. Current in-store sales associate was Dave, and he is the number one reason I gave as low as 0s across the survey I filled out. If you gave me a survey for him alone, he would get all 0s and special comments about his attitude and remarks. He was not knowledgeable about the products - we were wanted to discuss potential iLE options in deference to upcoming Black Friday in reference to the Sleep Number deal that's basically run every year, at least since 2009. He started telling us it was between the c2 and p5, and we told him we're no employees but even we know that's not true, and he then backtracked and apologized and said that was the CSE he was thinking of, and had no idea about the iLE.

So we just dropped the issue and said whatever, we'd just proceed with our original sale. The order was supposed to be straightforward, Kimberly even had an invoice drafted and printed for him to lookup and work with. He couldn't work with it, he couldn't even find it in the system, so he started from scratch. He ended up literally making 8+ orders in the whole process. Whenever he would 'complete' the order in the system, it wouldn't show up for him. He became increasingly frustrated with the computer, with us, with customer support he'd call, with other customers calling, and other customers in-store - in specific, being very short. For instance, with all of the mistakes he was making, we asked to review the invoice to be certain what was on there, at a point where around the 5th time he was making it again. I quote for you "You've bought a bed. A mattress pad. Two pillows."

At this point it was already solidified in my mind - customer service was going to be getting a call the next morning because I couldn't trust this sales associate or what he was inputting. When the first draft invoice finally showed up for him, I gave him my paperwork with the 4-digit pin for my credit to access it. He said that the system didn't ask for it so he'd try it without it. At this time we were just not caring, I knew it would create more work for him. You can't access a credit under security freeze without the proper authorization, and he wasn't providing it. Of course I was denied. So he called CS again, told them current point in the progress.

(2) Customer service told him that they couldn't handle that type of lift. This would have been good to know beforehand. And also as your being a customer of Equifax, you should have put that ability into your system. Anyway, I plan for worst case scenarios, so I had all of my files with me for all three bureaus, so I was able to get on the phone with Equifax and work out another time-sensitive temporary lift while he worked with other customers in-store. Now when he did an order again and processed it, I was declined / not eligible for reconsideration, as he should've known would happen because that's what happens when you run somebody's credit who's told you they have a security freeze - you get locked out and then the customer also gets insulated as precaution. So, yet again back to CS for him to update them on what was going on and for them to run everything manually.

If I haven't added into to Dave's ineptitude, let me do so here and add that he had a hard time answering CS's questions, i.e. whenever they'd ask for certain number dealing with application, order, processing, etc., he didn't know where to find them and would tell them that they didn't exist. This was eventually sorted out when the CS told him to give me the phone, and we finished it up and credit was issued to me. However, the order was not completely published (thank goodness anyway, because he also didn't know about the proper ongoing discounts and was not applying them properly - to our detriment - and was not communicative with us about every step of the process what was required), and so he said since it was in its final stages he could get with his manager and they could finalize it so that we didn't have to stay any longer, and that I'd just have to come back the next day to pick up the in-store items and finalize etc., and general info that bed delivery would be in 4-6 weeks with contact in 1 week. We said fine, we went and enjoyed a good Veteran's Day late-night steak dinner.

Thursday 11/12 12:31pm for a duration of 15 minutes. I called Customer Service myself to take the matters into my own hands since so many things were wrong the night before. I spoke with Dan (sleep number 45) (also would give him full 10s on a survey), and he was extremely helpful. We started with the last order he found from the night before - $5068.84. And I said last, because he was able to see five different orders in the system for me. Probably should have been more, but Dave messed up my name the first few times, so probably have more under those names. There were three pillows on the order, there should only have been two, we took one off. Because the extra pillow added was actually a pillow I had originally wanted (down, medium, king), we also took off the in balance classic pillow protectors standard, as the sole purpose was if I had to buy a standard pillow.

He also confirmed all sales for me as we had known from Kimberly, military & otherwise - $700 off the bed, 30% off bedding for military, and if 6 items or $600 then 30% off of all accessories, not just bedding. The prices was now $4957.54. In final, we added one more item (purple Tech-E pillow) we wanted to buy in-store but Dave was just too vexed to put on the order, so we were originally just going to go back and buy it when Kimberly was back from vacation. Everything was listed off, verified word for word, and checked off. Dan asked me to call the store and let them know we had updated it and it was ready for them to finalize it but that there was no order # I could provide them for reference (because I asked if there was), as I guess it works in your system that it must be allocated to a specific store.

Thursday 11/12 12:53pm for a duration of 81 seconds. Per CS, I called the store and left a VM alerting them to changes made with CS and that the order was ready for them. Thursday 11/12 1:23pm for a duration of 8 minutes. Received a callback from the store, another sales associate named Michelle who was working with Dave in the background.

(3) They tried to tell me that the total was $5275.52, and even though they saw a note on the invoice/account that changes were made they couldn't see them. So I told them what we did in general. I was not given much of a chance to go through these item by item, I was cut off often and she pushed through generalities. (4) In the end, she said the updated price was $5305.19. I told her no it wasn't, it was $4957.54 because I had worked it out with CS. So she said she would call CS and work it out because it was easier. I said fine - as long as they updated their system to match what I had done with CS, I didn't care who fixed it.

In passing regarding the Tech-E pillow, Michelle/Dave asked about picking that up in store and I told them I ultimately added it to the order due to the 30-day trial period Dave told us about the night before, that the Tech-E pillow is actually a Christmas present for a family member and would have been out of the trial period if we got it now, so having it delivered would still put it within trial period. (5) Michelle made a passing comment that it didn't matter the 30-day period was extended now, but said whatever. If it is extended recently by Sleep Number, as I've not found listed anywhere on the store on published news, that'd be something I'd want to know when purchasing my items.

Thursday 11/12 3:47pm for a duration of 30 seconds. I called the store to inquire since I hadn't heard back from them yet. (6) Dave answered, said that they had had everything fixed, but then it disappeared from the system. Michelle was at lunch and he was waiting for her to get back to help fix it. Thursday 11/12 5:27pm for a duration of 1 minute. Missed called, received voicemail from Dave at the store. (7) They said they fixed the order, it was now $5042.56. They had re-added an item onto the order that I had taken off that morning with customer service: the in balance classic pillow protectors standard. (8) Also said that due to technical difficulties with the order, in order for them to fix it I could not do any in-store pickups, everything must be shipped. So I didn't need to go to the store at all. The bed would be shipped in 3-4 weeks.

Thursday 11/12 5:32pm for a duration of 5 minutes. Immediately upon receiving and listening to the voicemail (I had literally stepped out of my office for the one minute it took for the phone to ring), I called CS again to fix the store's inevitable screw-up. I was accidentally hung up on in transfer. Thursday 11/12 5:37pm for a duration of 18 minutes. Got in touch with Rachel (sleep number 35) who transferred me to CS where I was put in touch with T'Shawna (sleep number 25). (9) I went over everything with her again and she was also quick to say she didn't know what had happened in that store-CS phone call, but that the store did not have the authority to add items like they did to my order without my approval. So, we removed the in balance classic pillow protectors standard yet one more time. However, when going through the invoice this time, she said the king pillow that was on the invoice now was a contour one.

Whether it was the original one or not, she could not say, but we had been explicitly clear with Dave in-store that the contour was not the pillow I wanted. Upon thinking about it for a moment, I asked T'Shawna to remove it from the order, and that it was no longer worth the hassle of trying to put a pillow for me back on the order. I would have ultimately liked to opt for the In Balance Classic Pillow King, but as you've figured by this point this has been way too much hassle and I wasn't sure what to expect anymore, so basically saying to cut my losses, and unfortunately for you you lose a sale, but not to bother with a pillow for me. However, because the store had published this (for lack of appropriate verb), CS now needed managerial approval to fix the problem, plus extra approval and help. She said she would call me back later that night or the next morning.

Friday 11/13 3:44pm for a duration of 17 minutes. Called back in to CS again because it was now past noon Pacific time (just in case CS was on the west coast and so it was now past morning there) to check up on the status. The guy I was on the phone with conferred separately with T'Shawna. She told him she was still waiting feedback from the various sources working on the problem, and promised to get back to me as soon as she heard back from them. Friday 11/13 6:29pm started on the survey I received.

Friday 11/13 11:18PM finished up submitting the survey with everything you’ve read and will read here, less edits due to survey-specific aim. I also copy/pasted the whole thing into your on-site review. I had been hoping that you would become aware of and respond to at least one of the two sources privately before it got to this point where I feel that I have been left with no choice but to make this public.

Tuesday 11/17 4:27pm for a duration of 17 minutes. Got in touch with Rachel again who transferred me to CS where I was put in touch with Joe (sleep number 40) this time. (10) Doing the short recap from Joe and going through everything, at first he said it looks like there had been a technical glitch in the system that delayed the processing of my order, and that it’s still in progress status, but he would put in a request to have it expedited. I asked him before doing that, what even was my order? I was surprised that I had not been called if fixed. So he went over the order on his screen with me, and it was still the same one that the store had processed, not fixed yet. So filled Joe in more to bring him fully up to speed. He looked up some more information, and provided to me that T’Shawna had been working with Cody on this issue, a project manager on the system conversion.

Regardless, he still took down the same notes that I had given before with the removal of two previously stated items, though he provided me with Item #s for my records also (** and **). I again mentioned that with so much having gone wrong, I just want the correct items first and we could then go from there. He said that somebody would call me prior to anything being done (taking down my personal cell number for said purpose), certainly by the end of the week. If not I could call in if I liked Friday evening, though he’d be off that day.

Wednesday 11/18 10:58am. (11) Received Confirmation of Order. We had taken Wednesday off to take a break of all of these types of problems associated with our new house, so I actually didn’t get this e-mail until Thursday later afternoon. Upon going through it again line-by-line, the items were now correct, but the charges were objectionable. The discount for my mattress pad was taken away, $66 worth. Also partial discount for the classic king pillow protect was taken away, $5 worth. Friday 11/20 12:25am. (12) Received a Shipping update e-mail. It says three items have shipped. Friday 11/20 3:35am. Received another Shipping update e-mail. Same as the last one. Friday 11/20 11:14pm. Received yet another Shipping update e-mail. Same as previous two.

So, the notes above: 1a) In store, pure order processing, for almost 3 hours. 1b) Dave was not knowledgeable about the products - this cost you potential future sale of a iLE bed. 1c) Dave could not locate the order in the system, even though Kimberly had a hard copy printed out previously for him on the counter. In his defense, maybe the system doesn't run well, I don't know your system. 1d) Dave did not verify details or pay attention to details. At least half of his orders could have been prevented by this. 1e) Dave was ill-tempered as noted, perhaps not actively but definitely passively. You could hear it in his voice in anything he said, whether talking to us, commenting about the computer system, answering a customer on the phone, answering a customer in the store, or answering customer service on the phone.

1f) Dave was disrespectful. "You've bought a bed. A mattress pad. Two pillows." in a condescending tone should never ever be in a sales associate's vocabulary if he expects to sell anything. 1g) Common sense would tell you if you try for a hard credit hit on a frozen account, it's going to come back declined. Subsequent common sense tells you that the corollary of that is the account in question is going to come up with the next successful attempt as not being eligible for reconsideration. This is the way credit works. 1h) Dave was not familiar with the details of your invoicing and sales process. He could not provide any of these details to customer service. 1i) Dave was not fully knowledgeable about ongoing discounts. He was partially knowledgeable in the sense that he had merged all the details in his mind into one big discount - all conditions applied and only certain outcomes enabled.

2) As noted, if you are indeed a customer of Equifax, you should have put the PIN ability into your system, especially with all of the hacking that's been happening in the last half decade, identity theft is running rampant and you should plan for customers more often than not to have some layer of security before credit can be accessed. 3) Store tried to tell me that the total was $5275.52, which was $317.98 more than $4957.54. 4) Store tried to tell me adjusted price after changes I made was $5305.19, which was $29.67 more than previous, so $347.65 more than the CS order I had finalized. 5) If we have more than 30-days trial period, that is something the customers should know about. 6) How does an order just disappear? Because you should have about 8 for me in your system. I know 5 are there for sure every time I've called in to CS.

7) "Fixing" the order was supposed to be them having what they saw match up with what I did with customer service. The new price of $5042.56 was still $84.96 more than what I had set up with CS. 8) Not fully explained why items couldn't be picked up, just told that is how they had to do it. Was going only going to pick up one pillow since she wanted to sleep on it right away so wasn't necessarily important to pick up what was available in store, but very poor service and explanation thereof. 9) If the stores are not supposed to be able to change an order, then how were they allowed to? When I called in to CS myself, the customer, and fixed the order the first time with Dan, there should have been some sort of lock on it, unless I was the one making the changes it should not have happened.

10) Order still showing same as before – even if work is in progress, as was seen makes it confusing for customer service every time I call in and they look up my account, as each time there’s another half page of details that have happened since the last call. 11) Again, I was never contacted as I was led to believe. So I had still not given final authorization for the processing of this order. Also, these incorrect charges ($71 + tax) are the reason that I have not given pre-authorization for my order, as you see you have a very bad track record right now.

12) You are now shipping me items that I have not authorized a charge for and if something were not correct you’d be incurring my charges to fix it. As it is, if everything turns out ok with the items, we’re still going to have a talk about the trial period, because if the items’ trial period does not coincide with the home delivery of the bed, I will be rejecting any package so as not to risk you not honoring your 30 trial period. I am very apprehensive of Sleep Number right now. Also see note 5.

As far as pricing goes, it has not always made sense, partially because I was not privy to the invoices every time somebody made a change. Particular example: I started Thursday morning after my CS call at $4957.54. The store's re-adding of the in balance classic pillow protectors would have added $29.67 ($27.99 + tax), for a total of $4987.21; however, the price given on that order was $55.35 extra ($5042.56).

This order is still an ongoing problem, that is not yet resolved. As far as I am concerned, I have not given written nor verbal authorization or consent for the order to be processed because the invoice is still not corrected properly, and when it is correctly and gone over with me line by line to ensure the accuracy of the sale, and not a millisecond before, will I give authorization for an order. I have given no signature, by pen or electronically. No terms have been gone over with me before an agreement of such kind could occur. No detailing of warranties, guarantees, and trials as otherwise previously noted existed. So any processing of order at this time is a violation of consumer law.

This could have been such an easy easy task, and yet look at the above where we are now. I bought a bed. A mattress pad. Formerly two pillows. Here is what I know: my order is still not correctly to my satisfaction with all of the mistakes that have been made. Kim gets 10s. Dave gets 0s. Dan (CS) gets 10s. T'Shawna (CS) gets 10s. Joe (CS) gets 10s. Further what I know: If adjustments are made for note 11, the price should be $4816.80. However, the removal of the pillow from the original $4957.54 order I placed with CS the very first time and should have been locked in your system would have brought the total down to $4764.63.

So at this point, I don't care how you do it or where you take the $127.43, but unless you are going to provide me with every single invoice for every stage for my analysis, my final bill better be adjusted to $4764.63 or under. Furthermore, for all of the grief and constant vigilance I’ve had to keep daily over every aspect of this affair, I think it is more than fair for you to grant me a pillow – In Balance Classic Pillow King – I had originally been trying at the beginning but the orders got way too messed up. And lastly, I’d like to know how you’re going to address the delivery situation, as I am wanting to be preventive and do not believe that I should suffer in delivery time of my bed for going through now almost two weeks of constant back and forth with customer service for a simple order.

Last note I will add in here is I’ve been watching my credit account very closely, and the fact that a charge has not appeared there yet is the only reason I’ve not opened a dispute with them with full documentation along with an accompanying filing with the FTC for the violation of Consumer Law. It’s also not like we’re not coming back. You can see on the order, and even based on the price of the order, that we’ve opted for the modular base right now, and we’ll be returning later on for the flex base and corresponding sheet sets. Otherwise we would not have chosen the flex mattress.

You know you’re going to get another up to $5k sale off of us if we choose Flex 3 and full bedding sets. We’re still young, and are going to go through a few houses in our lifetime. What we choose, and what story we tell to all of our friends and family, ultimately will heavily depend on the resolution to this current issue. And I will add, they are all currently interested into the current status and ultimate outcome, as this has been extremely time consuming.

I finally realized this all started after sleeping on this bed. I can't even tell my sleep patterns with the sleep iq because it picks up my husband when he goes to bed or rolls to my side. That was a waste too! Now I still owe money on this product and we're left sleeping on the couch. I wish the company would take the bed back and call it even! I don't even want the money back that I've already paid. I just want to stop paying on a product that isn't being used, because of the product not being anywhere close to comfortable or good for your back.

I called the next day, and the price had mysteriously gone up to $180. After what felt a lot like mind games and manipulation from the higher ups, they lowered the price to $130, and I purchased the air chamber. (This was not an issue of expired warranties, or ended sales, because we reviewed that carefully in both conversations.) I ordered the air chamber on November 9th. My son has been sleeping on the couch for almost a month now. He has had to take college exams on too little sleep. I called today (Nov. 20) to ask about the shipping status. I was told the product has not even made it out the door yet. Sorry, Sleep Number. You have a great product, but you really need to pay attention to your customer service. It's enough to turn even loyal customers away.