Sleep Number Reviews
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About Sleep Number
Sleep Number offers adjustable beds, smart beds, mattresses, comforters, bedding sets, pillows and more. It employs sleep specialists in more than 425 mattress stores across the country who can help you select the right sleep products for you.
Sleep Number Reviews
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- 4,880,395 reviews on ConsumerAffairs are verified.
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- We use intelligent software that helps us maintain the integrity of reviews.
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Reviewed July 29, 2014
Buying a Sleep Number bed was the best thing we ever did. LOVE IT!!!!!
Thanks for sharing the love with us, Michael. It always makes our day to talk with our owners who are loving their beds and the better night's sleep they provide. If you ever have any questions, or just need some more information on your bed, just let me know.
Keep sleeping well, Michael!
Sincerely,
Alan S
Reviewed July 29, 2014
My wife and I decided to try a Sleep Number bed and have had no regrets since. Best sleep we've ever gotten and really love the comfort and convenience of the adjustable base. It's so comfortable to raise the bed and watch TV that it's become the preferred location for hanging out. Would highly recommend a Sleep Number bed to anyone.
We appreciate you sharing your experience with your bed with us, David. We never get tired of hearing from our owners who are loving their beds, and it sounds like the adjustable base has been a great addition for you and your wife. If you ever need any information on your bed or your base, or simply have some questions I can help answer for you, don't hesitate to reply to this post and I'll be happy to look into any questions you have for you right away.
Keep sleeping well, David!
Reviewed July 29, 2014
We have both a queen and a king Sleep Number bed! They are the best! We even have reserved hotel rooms in hotels that have Sleep Number beds just because we love them so much! We wake up refreshed without any aches!!
Thanks for the compliment, John! It always makes us smile to hear our owners rave about their beds, and we're glad you've found a number of hotels that offer our beds so that leaving home doesn't mean leaving the comfort of your bed behind. If you ever have any questions I can help with, or need some help finding a hotel that offers our bed for your next trip, please don't hesitate to let me know.
Keep sleeping well, John!
Sincerely,
Alan S
Reviewed July 29, 2014
My Husband and I purchased a Sleep Number bed 12 years ago and loved it. However, we saw an ad for a new Sleep Number Bed that lifted up from the laying position to a sitting up position. We decided to inquire about it. The lady that helped us at the store was quite a salesperson. She was considerate of our feelings and concerned for me as I have scoliosis.
When all was said and done, we have the top of the line Sleep Bed. The bed reclines and also sits up, as well as vibrates. With my bad back, I thoroughly enjoy this feature. I especially like the thickness of the pad on top of the bed. One just sinks down into the bed. It's like a dream going to bed. We also watch TV in bed in the mornings. We are retired and have the extra time to enjoy these things. We would recommend the Sleep Number Bed to anyone with back problems or sleep problems. They are amazing beds and totally worth the money spent.
Thanks for sharing your experience with us, Marilyn. We're glad to hear you're loving your bed, and we always love hearing from our owners who've had a great experience with us; whether with the bed, bedding, or just with our sales representatives. I'd like to have the chance to pass your kudos on to the area manager of the store you visited, so the sales representative can receive the credit it sounds like she deserves. All I'd need to get started is for you to reply to this message with the store location you visited, and the name of the representative you worked with and I can forward this on for you right away.
I hope to have the chance to talk with you soon, Marilyn!
Sincerely,
Alan S
Reviewed July 29, 2014
I purchased two Sleep Number pillows and two balance blankets. The sales person was very nice. All the reps for Sleep Number products are very nice. However, the pillows lost their loft or volume after about 2 months use. The blankets require special laundering instructions because of the wool content which are not practical in today's world. It is a disappointment. My two Sleep Number beds are wonderful! I would recommend the beds to anyone considering a new bed. I would not recommend the pillows nor would I recommend the wool blend blankets.
Hi Marianne, thanks for taking the time to share your thoughts on your bed and bedding items with us. I'm very glad to hear you're enjoying both of your beds, and, if you haven't had the chance to yet, I'd recommend getting in touch with our Customer Service Team to see what they can do to help with the trouble you've had with your pillows. Customer Service can be reached at 1-888-411-2270 from 8AM-8PM CST, M-F and 8:30AM-5PM on Saturday.
In the meantime, if you have any other questions or concerns about your bed or bedding items, please feel free to let me know.
I hope you keep sleeping well, Marianne!
Sincerely,
Alan S
Reviewed July 29, 2014
We purchased our King size iLE bed around January 2014 and can only give it praise. My Wife has had back problems for many years but now. With the new bed, she is much more comfortable at night. I am 185lbs and the Sleep Number I finally settled on is 60. I assembled the bed myself without any difficulty even though all those boxes that were delivered seemed somewhat intimidating. Just read and follow the instructions in order and there should be no problems. Overall, a great bed, easy to put together and our salesperson was very informative and helpful in making our decision.
Hi Jim, we appreciate you taking the time to share your experience with your bed with us. I'm glad to hear you and your wife are both enjoying your iLE model so much, and that the representative you worked with at the store was able to be such a help in making your decision! If you ever have any questions I can assist with, please don't hesitate to let me know.
I hope you and your wife both keep sleeping well for years to come, Jim!
Sincerely,
Alan S
Reviewed July 29, 2014
We recently purchased our third Sleep Number bed, and we love them all. We bought our first one years ago when we were furnishing our retirement home. We liked it so well that we replaced our mattress at our other home with one. When we needed to replace the mattress in a guest bedroom, there was no question that it would be a Sleep Number too. I recommend them to everyone!
Thanks for sharing the love with us, Horace! It always puts a huge smile on all of our faces to hear from our owners who love their beds so much they decide to add one to their cabin, motorhome or retirement home. I want you to know that, if you ever have any questions about your bed, I'm happy to help. Simply send me a private response with any questions or concerns you have and I can look into them for you right away. In the meantime, we all hope you keep sleeping well!
Sincerely,
Alan S
Reviewed July 29, 2014
My husband and I sleep much better. Don't wake up with backaches anymore. I would recommend a Sleep Number to everyone.
Thanks for sharing your experience with your bed, Helen. We're all glad to hear how much the bed is helping with both the quality of sleep you and your husband get each and every night, and with how you feel when you wake in the morning!
If you ever have any questions, or simply need some more details on your bed, please feel free to let me know.
Keep sleeping well, Helen!
Sincerely,
Alan S
Reviewed July 29, 2014
Sleep Number is hands down second to none. I get a better nights rest. I wake up with no back pain and I am completely rested. Will never own anything but a Sleep Number!
Thanks for the compliment, Kai! It always puts a smile on all of our faces to hear how much our owners are enjoying their beds, and the better night's sleep they offer. So much so, in fact, that they can't imagine ever sleeping on anything else.
If you ever have any questions about your bed, please feel free to let me know. In the meantime, I hope you keep sleeping well!
Sincerely,
Alan S
Reviewed July 29, 2014
My husband and I have purchased 5 new mattresses over the years. Each time spending more, thinking that by spending more we would get a better nights rest. Wrong! Last February we decided to give the Sleep Number bed a try - and wow - we get a good nights rest every night. No more insomnia! I have even overslept a couple of times! I have recommended this bed to everyone I know and will own a Sleep Number bed until I die!!!
Thanks for taking the time to share your thoughts on your bed with us, Michelle. I'm so glad to hear how much you're enjoying your bed, and that it's helping to provide a deeper, more restful night's sleep for you.
If you ever have any questions I can assist with, or simply need some details on your bed, please feel free to let me know.
Keep sleeping well, Michelle!
Sincerely,
Alan S
Reviewed July 29, 2014
When me and my wife needed a new Bed the only place we turned to was the Sleep Number because every person likes a different softness of bed and my wife and myself are no different. For a happy marriage choice a Sleep Number.
Thanks for the praise, Donald! We're all glad to hear you and your wife are both enjoying your bed. We never get tired of hearing our owners rave about their beds, and the better night's sleep they offer.
I also think you make a great point, the ability to adjust the firmness on each side of the bed to your own custom preference really makes the bed ideal for couples, doesn't it?
If you ever have any questions I can assist with, or need some further information on your bed, please feel free to let me know.
Keep sleeping well, Donald!
Sincerely,
Alan S
Reviewed July 29, 2014
My wife and I both have sleep issues. My wife had multiple brain surgeries and suffers pain issues and insomnia. I have a degenerative joint disease, bad back, bad neck, and PTSD from combat (insomnia, depression, anxiety, nightmares, etc.). Once we got our Sleep Number bed we have both had a dramatic increase in our sleep quality. My wife is able to change her sleep number setting at need. Sometimes she has it at 45 and sometimes she needs a firmer setting of 60. We just had a new baby too so sleep is even more important! We got our Sleep Number bed for the last trimester, and my uncomfortable pregnant wife started sleeping instead of informing me of her discomfort and non-sleep. I find that when I wake soaked in a cold sweat from a PTSD nightmare I am now able to calm down and return to sleep much faster. The cooling features of the Sleep Number have made a great difference in my comfort. In all respects it was the best purchase we could have made!
Thanks for sharing your experience with your bed with us, Pete. We're all thrilled to hear the difference the bed has made in both you and your wife's quality of sleep. If you ever have any questions, or just need some more information on your bed, just let us know. In the meantime, keep sleeping well!
Reviewed July 29, 2014
I am a 67 year old male. Retired and loving every day because of going out one day after sleeping on a regular mattress and purchasing a Sleep Number. We have tried the sleep memory beds but after a while they have become a sinking feeling. I have Sciatica. Back and leg pain along with Scoliosis, a crooked spine. The Sleep Number bed along with a good pillow has been wonderful so far. August 30th of this year will be my 2 year anniversary for Cervical spine surgery. This is another reason to care for your sleeping well. I recommend to anyone interested in sleeping comfortable to try the Sleep Number mattress. You have options for your own health concerns. Please check it out!
Hi Robert, thanks so much for sharing your experience with your bed with us. I can't begin to tell you how glad we are to hear the difference the bed has made in your quality of sleep. If you ever have any questions I can assist with, or simply need some more information on your bed, please feel free to let me know.
I hope you keep sleeping well for years to come, Robert!
Sincerely,
Alan S
Reviewed July 29, 2014
We have had our Sleep Number bed for 6 months. I have never slept better!
Thanks for the praise, Scott. It always puts a smile on all of our faces to hear from our owners who are loving their beds and the better night's sleep they can bring. If you ever have any questions about your bed, please don't hesitate to let me know. In the meantime, I hope you keep sleeping well, Scott!
Sincerely,
Alan S
Reviewed July 29, 2014
I am very happy with the purchase of our Sleep number c2 queen mattress. It was very easy to install. Was able to select numbers easily. I'm a 25/30 haha. Only thing I would like is a cheaper platform. The bed itself sits very low but I paid enough for the bed and can't afford another $400 for a platform. Other than that I have no problem with my actual purchase. Sleep great at night and wake up with no issues.
Hi Jessica, thanks for taking the time to share your experience with your bed with us. I'm glad to hear you're loving your bed, and I want you to know that, if you're finding the modular base to be a bit lower in profile than you'd like, I'd be more than happy to look into some solutions to help resolve this for you.
All I'd need to get started is for you to send me a private response with the name and address we shipped your bed to so I can locate your file and I can get to work on this for you right away.
I hope to have the chance to talk with you soon, Jessica!
Sincerely,
Alan S
Reviewed July 29, 2014
This is the third Sleep Number bed we have owned. Both times we upgraded the bed. We have had great success with the Sleep Number beds. I particularly like the ability to raise and lower the head and feet -- makes watching TV and sleeping more comfortable. I am still on the fence about the Split King -- the ability to adjust the bed position as well as the firmness has its pluses. But, it required replacing all of our sheets and the gap between the two sides can be a pain. Overall, I highly recommend the Sleep Number line -- the ability to individually adjust the mattress is fantastic. It allows me to set a "standard" firmness, but if needed, I can change it.
We appreciate you sharing your thoughts on your bed with us, Matthew. It always brings a big smile to all of our faces to hear from our owners who are enjoying their beds, and I'm so glad to hear how much you're enjoying your adjustable base as well! Pairing the adjustable base with our bed really makes for a total sleep solution, don't you think? If you ever have any questions about your bed in the future, please feel free to let me know.
I hope you keep sleeping well, Matthew!
Sincerely,
Alan S
Reviewed July 29, 2014
We love how you can adjust the two sides individually. It can be a different bed every night.
Thanks Jeff, we agree! There's nothing quite like being able to set your side of the bed to whatever setting helps you sleep best each and every night.
Reviewed July 29, 2014
I didn't truly believe all those commercials about the Sleep Number beds, but after the great recommendations from several friends who had Sleep Number beds, we decided to go for it and do not regret it at all. We've spent thousands of dollars on name brand beds that were supposedly specially designed for back problems, but never, ever worked. We've had our bed for over six months and the worst part was trying to figure out exactly what our Sleep Number was. To our surprise it wasn't what we thought it would be. We have no back problems and the wonderful thing about them is that if you can adjust the bed if you need it a little firmer because of a bad day of lifting. I would and have recommended the Sleep Number bed to friends and family.
Thanks for sharing your review with us, Dolores! We're really glad you're enjoying the adjustable firmness of your Sleep Number bed. That feature has been a life saver for many of us here at the office too, and we're confident it's going to help you get the great sleep you deserve no matter what kind of day you've had. Keep sleeping well!
Reviewed July 29, 2014
Sleep number bed I-10 - Overall we are very satisfied with our bed. We returned a Tempur-pedic to get the Sleep Number. Much better!!! Not the miracle to cure all sleep problems as advertised..... But definitely nice.
Thanks for sharing your experience with us, Jason. We're thrilled you're enjoying your bed and we want you to know we're here for you if you have any sleep concerns you'd like us to try and help you with. Just give us a call at 1-800-472-7185 anytime from 8 AM to 8 PM CT Monday through Friday or from 8:30 to5 PM CT on Saturday and ask for one of our Sleep Specialists when you have a few minutes to talk and let us know what you're experiencing so we can start working with you right away. We hope to hear from you soon!
Reviewed July 29, 2014
I own two Sleep Number beds. When I decided to buy the second one, I went online first and decided to call the 1800 number... The rep told me he could place the order and save me a small percentage. I placed the order with no problems and got the bed within 2 weeks. Happy with it all.
Thanks Angela, we're glad you're enjoying your Sleep Number beds! If there's anything we can do to help you in the future, please just give us a call at 1-800-472-7185 anytime from 8 AM to 8 PM CT Monday through Friday or from 8:30 to 5 PM CT on Saturday and we'll start working with you right away. Have a great day.
Reviewed July 29, 2014
So far so good. The wife and I are pleased with the bed we got. Very comfortable. There is a slight learning curve in finding the right Sleep Number but we expected that. The only negative comment would be about the assembly instructions. They are not overly clear especially with the initial assembly of the cover. We figured it out OK but it took more head scratching than it should have.
Thanks for sharing your experience with us, Ed. We're sorry you had some initial trouble getting it together, but we're glad you were able to figure it out and it’s great to hear that you and your wife are enjoying your new bed. If you have any suggestions you'd like to share with us on how you'd like to see our assembly instructions changed to be more clear or you have any questions about the bed we can help you with, please just message us back at your convenience and we'll be happy to assist you. Have a great day and keep sleeping well!
Reviewed July 29, 2014
We are enjoying our new bed.
We're so glad to hear how much you're enjoying your new bed, David! If you ever have any questions about your bed, please feel free to let us know. In the meantime, we hope you keep sleeping well!
Sincerely,
Alan S
Reviewed July 29, 2014
I get a great night's sleep and wake up with very little pain, if any. Much better than my previous mattress.
Thanks for the compliment, Donald! We're all excited to hear how much you're enjoying your bed and that it's helping you wake without the aches and pains you suffered from your previous mattress.
If you ever have any questions, or just need some more information on your bed, please feel free to respond to this message and I'll be more than happy to look into any questions you may have right away.
I hope you have a good night and keep sleeping well, Donald!
Sincerely,
Alan S
Reviewed July 29, 2014
Purchased expensive Sleep Number bed, split-top version. Ordered mattress pads, and sheets... Who else had them to fit split-top? Within less than 30 days, mattress sagged tremendously at area of split making bed look very old and sheets tore after 2 washings. Exchanged bed for regular mattress, had to keep adjustable base as that is unreturnable. Exchanged mattress pads and returned sheets as split top style is unusable. Decided do not want one of mattress pads, Sleep Number does not refund, will only exchange. I never would have ordered ANY of their inferior, overpriced bedding in the beginning if not for the fact that we initially ordered a specialty mattress. My advice to everyone is do not order their bedding. You will be subjected to keeping it forever.
Hi C, thanks for taking the time to share this with us. It's important to us that you love all of your accessories, and we know it can be tough to pick the perfect bedding item for you on the first try. That's why, while our bedding items are all final sales, they do come with 30 day exchange policies. That way, you can test the bedding out in the comfort of your own home and decide if they are great fits for you. If they aren't, you can get in touch with us within 30 days and look into making an exchange for a different bedding item that fits your needs better. If you are still within that 30 day window, I want you to know that I'd be happy to look into making an exchange for you. All I'd need to get started is for you to reply to this message with the name and address we shipped your bed to so I can locate your file and I can get to work on this for you right away. I hope to have the chance to talk with you soon!
Sincerely,
Alan S
Reviewed July 29, 2014
Okay, if you want to know what it feels like to sleep on a Sleep Number bed, just go down to Academy Outdoors and buy a good quality twin size air mattress and blow it up to a level that you feel is comfortable and sleep on it for a few days. Honestly, that is all a Sleep Number bed is. If you want to experience the more plush model, just get you a 2 inch piece of memory foam and put on top of the air mattress. I just don't know many people that say, "I can't wait to go camping again so I can sleep on my air mattress. It is SO Comfortable!"
When I went to buy a Sleep Number bed a few months ago, I knew there was air involved; but I thought it was air bladders in a quality mattress that allowed you to add firmness to areas. I did not realize that it was just an outrageously priced camping air mattress with a fancy remote control air pump.
My wife and I have pretty bad back problems that make it hard to sleep on beds and we were desperate to find a bed that would help us get a better night sleep. Having heard all the commercials about how people with back problem sleep well on Sleep Number beds, we thought we would give it a try. Worst gamble we have ever made in 28 years of marriage. It has got to be THE most uncomfortable bed we have ever slept on. In fact, it is so uncomfortable, that my wife refuses to sleep on it and instead is sleeping in our guest bedroom on a regular twin size mattress. For me it is very uncomfortable, but not any more so than any other mattress I have slept on.
One huge problem with the Sleep Number system you should be aware of, and if you don't listen to anything else I say, you should listen to this. For couples, the Sleep Number system will ruin your romantic life.
The sleep number system is designed to offer an individual level of comfort. To achieve this, they have to make sure that one air mattress is not affected by the other mattress that is next to it. They accomplish this goal by placing a very firm piece of industrial foam rubber as a divider between the two mattresses. Actually, on a Queen size bed, the actual air mattresses are much smaller than a regular twin size mattress. They are about as long and wide as a swimming pool float mattress and about 6 inches thick. Both these small air mattresses are placed side by side with the extra firm foam rubber between them and they are wrapped all the way around with a boarder of the same material. The effect is that it creates a hole that you sleep in. If your mattress is adjusted to anything under 100% full, you are in a hole.
So, what does this mean for couples? Well, it essentially means that, while you may be sleeping next to each other, you are sleeping alone. Forget snuggling! It is impossible to snuggle on this bed. Trying to get to your spouse feels like trying to climb a mountain to get across that extra firm foam rubber divider. And when it comes to romance, that is when this bed will gain your hate. There you are sleeping in your own hole and then that special moment comes and the time is right. Your spouse is ready. You are ready. Oh but wait! Now each of you have to lay flat for the next five minutes (you can only adjust the pressure while lying flat on the bed) while you find the remote and adjust the pressure in each side up to 100, a feat that must be done individually. Talk about a cold bucket of water to destroy the moment. Trying to make love without adjusting the pressure is like trying to do it while balancing on gymnastic balance beam with two sagging air mattresses on either side for weight support.
There is one thing else that you should know about the Sleep Number Company. When we ordered our bed and we got the follow up call to set up a time for the installers to come and install, Sleep Number had a very weird requirement that I had to comply with while the installers were in the house. They said that I had to remove all guns from the house. Yep! You heard right! There could be no GUNS in the house. Now why would Sleep Number have a strange and absurd requirement like that? That is exactly the question I asked. It could be that the company is extremely anti-gun, which would be a good reason for all patriotic Americans not to buy form them, but I think there is another reason for such an absurd demand. Sleep Number hires felons as installers and by law felons cannot be in a house where there are guns. It is the only plausible explanation for this absurd demand. Now, I don't think that it is a bad policy for a company to give someone who made a mistake a second chance, but to send them into the privacy of their customer's homes to interact with their children and families. Really? Can Sleep Number not find a less invasive and risky job for them to do?
So just know, if you decide to spend a fortune of a fancy camping air mattress, that you are not guaranteed you are going to like it, it will destroy your love, and you just might be inviting convicted felons to come into the privacy your home and your bedroom.
Hi Victor, thanks for sharing your experience with us. We're so sorry you aren't enjoying your bed right now! We really want you to be able to love it and we're happy to look into some options to get you and your wife sleeping comfortably and stabilize the center of your bed. Please just give us a call at 1-800-472-7185 anytime from 8 AM to 8 PM CT Monday through Friday or from 8:30 to 5 PM CT on Saturday and ask for one of our Sleep Specialists so we can start working on a solution for you right away.
We also wanted to apologize for the confusion with our request about your weapons and valuables. We ask our owners to be sure valuables, including weapons, are secured prior to delivery, but we definitely don't require them to be removed from the home when we deliver your bed. We ask that you move them to a secure location before we deliver your bed to make sure that no valuables stored in or around your original bed, are damaged or lost, in case you ask us to take your old bed away or move it to a different room. We hope this information helps clarify why we go over these steps with you.
If you have any other questions or concerns, please just give us a call or message us back and we’ll be happy to assist you. Have a great day!
Reviewed July 28, 2014
The scam of the century! I'm still horrified! Please do not believe the shop assistants in this store! We bought a sleep number mattress in the Chandler AZ store in January. No complaints about the product but they deliberately lie to us in all the information they gave us! We were going to move back to Europe so we specifically ask about two things: The warranty we were told, sure no problem! The warranty will be valid, just need to contact customer service. I quote also "Our beds go often abroad, just yesterday I sent a bed to Puerto Rico". The pump, is it dual voltage so it can be used in Europe?- "yes it is dual voltage no problems there".
Well, we are in Europe now after paying 3000$ for this bed. We plugged the pump and sure, after working for 5 min it stopped, burnt smell. No, the pump is not dual voltage! - first disgraceful lie. Then I rang customer service, sure the warranty is invalid once the bed is outside the USA! - second disgraceful lie. And best, they offer us a 50% off on a new pump but they are not able to ship anything outside USA!!! So can someone explain to me how was that bed shipped to Puerto Rico?? This shop is full with charlatans that will do and say anything to sell you a bed!!! Don't make the same mistakes we made thinking this was a serious company.
Reviewed July 28, 2014
I visited and revisited the Nanuet, NY store with my sister and met both times with the manager, Pieter, who clearly stated that the entire bed was returnable for 100 days, after seeing how hesitant my sister was to buy the adjusted bed. The store tested her level at 45. Once the bed was delivered, she set the dial to 100 and was still sinking into the mattress. We have now had four different people test the bed with the same results. Clearly upset that she was delivered a product different from what was tested and promised, she called the store manager to confirm that she had heard properly and he repeated, on speaker phone, in front of seven people that she could return the entire bed including the base. She repeated her questions and he responded the same way. So, in front of 9 people, Pieter said that the entire bed could be returned.
My sister called Sleep Number and was told she could not return the base of the bed. Are they kidding? How can a "reputable" store sell a bed of lies? This is totally unfair and should not be allowed to happen. I expect to hear back from a representative of the store who can clarify why it is okay for your store manager to lie to his customers and expect a mutual resolution at the same time. How dare you think this is all okay?
Hi Deborah, thanks for taking the time to post about your sister's experience. I'm sorry to hear that your sister decided her bed wasn't a great fit for her, and that there has been some confusion over the terms and conditions of the sale and our 100 night in home trial.
We think that understanding the terms and conditions of any major purchase is important, and we know how difficult it can be to keep track of what's returnable, what is only exchangeable, and what is a final sale when you're discussing a bed, bedding and base. That's why we make certain to offer those terms and conditions at the counter in the store, on the back of the receipt your sister would have signed at the time of purchase, and right on our web site. That way, all of our owners have a chance to look over those terms and conditions before the bed is delivered and get in touch with us with any questions, or to cancel their order if necessary.
Out of fairness to all of our owners, we won't be able to accept a return on your sister's adjustable base, but we do want her to know that the adjustable base is made to industry standard size, so she can continue to enjoy all of the features and benefits of the adjustable base with her next mattress.
While we wish her bed had been a better fit for her, we all very much appreciate you giving us a try, and we wish your sister nothing but the best in her search for her perfect night's sleep.
If you ever have any comments or questions in the future, please feel free to let me know.
Sincerely,
Alan S
Reviewed July 26, 2014
I purchased a Sleep Number bed in Dec 2013, hoping it would help my husband's sleep apnea. Never expecting it to be the worst purchase of my life. Ever since I've been nonstop to the chiropractor, massage therapist, Dr., only to be put on prednisone because my back is so screwed up. Sleep Number wouldn't return it.
Hi Jeannine, thanks for taking the time to share this with us. I'm so sorry to hear about the trouble you're having getting comfortable in your bed. It's important to us that all of our owners are sleeping well and enjoying their beds, and I want you to know I'd be happy to look into this for you and see what options I can offer to help get you sleeping comfortably in your bed. All I need to get started is for you to reply to this message with the name and address we shipped your bed to so I can locate your file, and I can get to work on this for you right away.
I hope to have the chance to talk with you soon, Jeannine.
Sincerely,
Alan S
Reviewed July 26, 2014
Buyer Beware! We have the I8 Split King adjustable (mechanical) bed and have had it for about one year. The mechanical bed frame has a narrow base wrapped in fabric and foam. It has been very disappointing and proved much more expensive than the cost of the bed. For at least 6-8 months, we didn't know what was wrong and finally found that our very expensive bed was infested with Bed Bugs. We've never experienced this before and had no idea. Our exterminator said that he was treating another bed just like ours.
The exterminator examined the whole house and found no evidence anywhere except in the mechanical base. He calls these bed frames Bed Bug Hotels because they can hide in the seams and fabric of frame and in places you could normally treat in other more common (and much less expensive) frames and mattresses. He also said that when a company delivers, they often pick up old mattresses and place in the same truck with new mattresses and frames, which can leave behind a trail of Bed Bugs on the truck that can live for a long time without feeding.
Our mattresses came fully encased in plastic but don't remember the mechanical bed frames coming that way. It is very likely our infestation came off the delivery truck in the mechanical bed frame. THE HINT FROM THE EXTERMINATOR: Better to rent or borrow a truck and pick up your own mattresses than to have the bed company deliver it. To treat a Sleep Number bed and mechanical bed frame, you have to take apart the whole bed to get to the areas where bugs can hide. And there are no encasements for the Split King mattresses that work with the mechanical bed frames to protect from further infestation - this is as per Sleep Number literature.
Why won't a company like Sleep Number have encasements that would work with all combinations of their mattresses? Why would the mechanical bed frame manufacturer design and manufacture a frame so friendly to pests and so difficult to treat? And lastly, why wouldn't Sleep Number employees be more aware and warn potential buyers of these deficiencies? Possibly because, with the current resurgence of bed bugs in America, Sleep Number wouldn't sell anything should they disclose the deficiencies in their products?
Our total cost so far (we're not finished yet) is close to $2,000 just to try to get rid of the problem. I called customer service to speak with the manager and they take no responsibility for manufacturing beds that cannot be protected from infestation or acknowledge the possibility of a problem. They also state that they have never heard of an infestation in one of their beds. Buyer beware!
Hi Peggy, thanks for sharing this with us. It's our goal to provide the best sleep experience possible for all our customers, and, as a result, we have a proactive strategy in place to prevent bed bugs from coming into contact with our products, both at our customers’ homes, at delivery, and in our own facilities.
All Sleep Number beds sold are made-to-order and not warehoused prior to shipping. In order to help prevent the spread of bed bugs, our Home Delivery technicians are trained on how to properly inspect and handle a possible bed bug infestation identified once inside a customer’s home. If one of our technicians finds signs of bed bugs, we provide information to that customer to remedy the situation, returning only after the problem has been properly treated, to install the customer’s new Sleep Number® bed and remove the old mattress. In addition, Sleep Number® has partnered with a highly respected extermination company to treat our delivery trucks and facilities on a regular basis to ensure they remain bug free.
Further, it is important to note that, despite their name, bed bugs are not, in fact, attracted to beds. They are attracted to food sources, namely, blood. A new Sleep Number® bed, even if warehoused for any period of time, would not be of interest to a bed bug without an occupant to feed off of.
Considering the timeline outlined in your letter as well as our significant proactive process for identifying and preventing our product from becoming a source of any infestation, we do not believe that the infestation you encountered was the result of the delivery of your Sleep Number® bed. Given the ubiquitous nature of these bugs, it is more likely that the bed bugs were introduced in your home from a source much later than the delivery of your Sleep Number bed of nearly a year ago, in September 2013.
If you have any additional questions or concerns we can assist with in this regard, please feel free to let us know.Phone: 1-800-472-7185 (8 AM - 8 PM CT M-F, 8:30-5 CT Saturday)
Live Chat: http://bit.ly/SNChat (7 AM to 11 PM CT every day)
Email: customerservice@selectcomfort.com
Sincerely,
Alan S
Reviewed July 26, 2014
I ordered the bed 2 weeks ago and it got delivered this afternoon. However, they waited until delivery to inform me they did not have any legs for the bed, and that after the legs arrive in a separate delivery, they would have to come back out and install. Furthermore, after opening the mattress pad box, I discovered that the mattress pad that was sent was the wrong size. When I called the store, I originally got the store manager and she told me that I could go buy the legs at another store and then return the legs they are sending me and receive a credit at that time????? Really? This is the level of customer service?
The delivery guys told me that this wasn't the first time it has happened. The sales person I bought the bed from was excellent in trying to rectify the situation in that she was able to find another mattress pad in a different store. However, I will have to wait until tomorrow, then I have to drive to the store and pick it up. She did all she could do, but the customer service is terrible given the premium you pay. I typically have no problem paying a premium, and will do so in order to have a hassle free experience. This is anything but. I now have a bed laying on the ground with no mattress pad, and have to schedule a time in the future for my bed to be taken apart and have legs installed on it. Good grief!!!!
Hi Scott, thanks for taking the time to let us know about this. I'm so sorry to hear about the trouble you've had with the delivery of your new bed! Issues like this on delivery day are very rare, and I want you to know that I'm here to help in any way that I can. All I'd need to get started is for you to reply to this message with the name and address we shipped your bed to so I can locate your file and I can get to work on this for you right away.
I hope to have the chance to talk with you soon, Scott.
Sincerely,
Alan S
Reviewed July 25, 2014
The bed is comfortable. Our problem is when it raises up for sitting, it moves us away from the nightstand where our stuff is. Customer service explained we needed to get a different bottom. When we purchased the bed when we asked about the option for the different bottom, they said the only difference was a massager. Said nothing about different sitting position. When we spend ten thousand for a bed, it should be like we want. The bed is also too hot. We were supposed to get something that prevented it when we got bed.
Thanks for posting a review on your Sleep Number® experience, Johnny. We're so sorry for the confusion! We reviewed your account and it looks like our Customer Service team already has an order in place to change you over to our FlexFit3 adjustable base featuring the wall hugger feature you were looking for. It also looks like they're sending some additional comfort solutions out to you to help keep you from overheating when you're sleeping. If you have any other questions or there's anything else we can help you with, please just message us back and we'll be happy to pick up where we left off when you called us earlier today. Have a great weekend!
Reviewed July 25, 2014
Earlier this year, my wife and I purchased pillows. 30 days later she gave up on hers and now 3 months later, I have given up on mine. Unfortunately the pillows did not provide the comfort advertised. We have switched back to our old pillows realizing they were not so bad after all.
Reviewed July 24, 2014
Love the bed, but we were screwed by the salesman and customer service will not make it right because we got what the salesman wrote up even though it is not what we thought we were ordering. Beware of the bait and switch if you don't buy a base at the same time and you want a flex bed now and are buying the base later.
Thanks for sharing your experience with us, Dee. We're so sorry for your inconvenience! We understand how important it is to make sure our sales team understands what you’re looking for and correctly enters your order so you get exactly what you want, which is why we print off a copy of your order and ask you to review it before you leave the store to be sure everything is correct and any errors on our part can be fixed before we ship your bed out to you. After reviewing your account, it looks like one of our Supervisors talked with you earlier today and offered to waive all delivery costs to exchange your mattress to the FlexTop™ size you're interested in, which means you would only be responsible for the actual difference in the cost of the bed. If you’d like to consider this option or learn more about the offer, please give us a call at 1-800-472-7185 anytime from 8 AM to 8 PM CT Monday through Friday or from 8:30 to 5 PM CT on Saturday and we’ll be happy to go over more details with you. Have a great day!
Reviewed July 20, 2014
I bought a Sleep Number King. Tried it for 30 days, then decided I was waking up achy, I would return it. THEN I find that they don't refund for the flexible base only the mattress. Every other Sleep company in the world refunds for them--they can't possibly get damaged in 30 days--it's just Sleep Number's way to profit on customer returns and get around their own 100 day guarantee. The base was nearly as much cost as the mattress--and they just tell you you're STUCK. I had to buy new sheets to fit the thin mattress, had to buy $50 in bed feet to raise the bed to a functional level, had to buy allergy covers that won't work, and I'm out about $2000! Lots of non-disclosures, no wonder the reviews are so bad. Wish I'd read them before I bought. It's an overpriced, glorified air-mattress with poor customer service.
Hi Donna, thanks for taking the time to let us know about this. We're sorry to hear that you came to the decision that your bed wasn't a good fit for you. We think it's important for all of our owners and potential owners to know that our beds are much more sophisticated and intricate than just a regular air mattress. There's a lot of technology and consumer insight that goes into making our beds.
We agree, understanding the terms and conditions of any major purchase is important, and we know that keeping track of what's a final sale and what's returnable when you're discussing a bed, base and bedding can be difficult. That's one reason why we make certain to make the terms and conditions of the sale available at the counter at the store, on the receipt you signed at the time of purchase, and right on our website. That way, all of our customers have a chance to look over those terms and conditions and get in touch with us with any questions they may have.
We also want you to know that, while the adjustable base is a final sale item per those terms and conditions, all of our adjustable bases are made to industry standard size, so you can continue to enjoy the features and benefits of your base with your next bed.
While we wish your bed had been a better fit for you, we appreciate you giving our bed a try, and we wish you nothing but the best in your search for your perfect night's sleep.
If you ever have any questions or comments for us in the future, please feel free to let us know.Phone: 1-800-472-7185 (8 AM - 8 PM CT M-F, 8:30-5 CT Saturday)
Live Chat: http://bit.ly/SNChat (7 AM to 11 PM CT every day)
Email: customerservice@selectcomfort.com
Sincerely,
Alan S
Reviewed July 19, 2014
My next bed WILL be a Sleep Number bed! So many awesome things to say about them, starting with the 100 night in-home trial and 25-year warranty! The Sleep Number Sleep IQ technology is amazing with under bed lighting, timed massage, and voice command! Sleep Number beds sell themselves. Like sleeping on a cloud, they are by far the most comfortable bed I have ever felt! But aside from how unbelievable the beds are, I want to commend Mike ** and the Newington crew for my great experience! They made me feel so welcome and comfortable to ask any and all questions (and I had a bunch!). I bought a set of sheets this visit, but I will refer others to the store and eventually be back for a bed!
Thanks for taking the time to share your experience at our Newington location! We always enjoy passing the praise our customers have for our sales representatives on to their area managers so they can receive the kudos they deserve.
We're also glad to hear how much you enjoyed the bed, and we hope you have the chance to add your new sheets to a new bed very soon. In the meantime, if you need any information about our beds, just let us know.
Phone: 1-800-472-7185 (8 AM - 8 PM CT M-F, 8:30-5 CT Saturday)Live Chat: http://bit.ly/SNChat (7 AM to 11 PM CT every day)
Email: customerservice@selectcomfort.com
We hope you have a great day, Debra!
Sincerely,
Alan S
Reviewed July 18, 2014
We bought our bed a year ago and we love it. We bought the mid priced one they're always advertising. We had it assembled by sleep number and have had no problems whatsoever. My one disappointment is that the bed with the modular base and legs sits so low it looks cheesy. They don't sell longer legs or I'd buy them. I can't figure out how to lift the bed and keep the integrity of the base and legs intact...or if I can use other legs? We love sleeping in it but looking at it...it looks shorter and cheaper than my college dorm bed.
Thanks for sharing this with us, Amy. We're so glad you love your bed! We wanted to let you know that if you can find a taller bed frame that would get your bed to the height you’re looking for, you can definitely remove the legs from your foundation and use the bed frame instead to take care of this situation. If you have any questions about this or there's anything else we can help you with, please just message us back and we'll be happy to assist you. Have a great day and keep sleeping well.
Reviewed July 18, 2014
We bought 2 beds from Christy at the Carlsbad mall. $4000.00 plus, later assumed we were approved for their 36 mo interest free. NOT so. We ended up with another credit card co and a 19.99% rate! Returned both beds! Co. is the worst ever! Bad business! could care less if we liked the beds or not.
Hi Maria, thanks for taking the time to share this with us. I'm sorry to hear about the trouble you had with our financing! It's our goal that every customer receives world-class customer service. While it is clear we fell short of that goal, your comments will give us the opportunity to focus on areas we need to improve. We value feedback from our customers and are grateful that you took the time to contact us. I can assure you that this situation is not a normal occurrence.
If you ever have any feedback for us in the future, please feel free to let me know.Phone: 1-800-472-7185 (8 AM - 8 PM CT M-F, 8:30-5 CT Saturday)
Live Chat: http://bit.ly/SNChat (7 AM to 11 PM CT every day)
Email: customerservice@selectcomfort.com
Sincerely,
Alan S
Reviewed July 17, 2014
I came into the Sleep Number store via a company called Smiley360. I showed Royce the paper I was supposed to bring and he instantly explained what he had to do for me to fulfill my task. He was extremely friendly and kind. He shook my hand when he introduced himself. He helped me find my Sleep Number (45) and showed me on the computer how my body formed to the mattress. I had to bring my 2 boys along with me, and he was very patient and kind to them as well. My husband and I plan to purchase a new mattress in a year or so, and we will definitely come back to see Royce. Job well done!
Thanks for sharing this with us, Jennifer! We're thrilled you had a great experience with Royce and we really appreciate you participating in this mission. We're looking forward to seeing you again when you're in the market for a new bed and we hope you'll let us know if you have any questions or there's anything we can help you with in the meantime. Have a great day!
Reviewed July 17, 2014
I complained about service regarding a mattress top that was soiled due to illness. I was pretty much told that I would have to buy another mattress top because this one could not be laundered. Subsequently, the problem was resolved because I had insurance coverage on such a happenstance. The mattress cover was then replaced. The lesson learned is that there are times when it pays to buy the insurance!
Reviewed July 16, 2014
The topper is so hot that my wife and I wake-up in the middle of the night just soaking wet. Have to have a fan going just to get a modicum of comfort. The store salesperson didn't mention the heat level. Also, my wife has had no improvement in her back comfort level at all. We have tried various levels and nothing helps. Some even make her so uncomfortable her legs are numb in the morning.
Thanks for sharing your experience with us, Ken. We're so sorry you and your wife aren't enjoying your bed right now! We really want you both to love it and we're confident we can find some solutions to help you both start sleeping better if you have time to give us a call so we can look into some options for you. Please contact us at 1-800-472-7185 anytime from 8 AM to 8 PM CT Monday through Friday or from 8:30 to 5 PM CT on Saturday when you have a few minutes to talk and ask for our Sleep Specialist team so we can start working with you as soon as possible. We hope to hear from you soon!
Reviewed July 15, 2014
I purchased a twin size mattress and base in May 1996. The air pump lasted just past the 5 year warranty. The replacement was expensive, even at a pro rated fee. Having purchased an adjustable bed, the select comfort bed was retired to my guest room into its 10th year, only to have been utilized a couple of times for two to three days at a time. The mattress lay dormant and ceased to retain air after only a dozen years. A no gimmick mattress for the same cost lasts a lot longer. I had to layout another $210.00 to replace the air bladder. Because of the nature of design, defect is not susceptible in a normal mattress that could make it near a total loss. It is not cost effective and I could never recommend it to anyone.
Hi George, thanks for taking the time to share this with us. I'm sorry to hear about the trouble you've had with your bed. Defects in our bed are rare, but the ones that do occur are most often found and reported in the first two years of use, which is why we fully cover any replacements due to defects during that period. It sounds like you've owned your bed a bit longer than that and you’re now in the prorated portion of your warranty, where we're still covering the majority of the cost for your replacement.
I'm happy to look into this for you and see what other options we can offer to resolve the trouble you're having with the bed losing air. All I'd need to get started is for you to send us a message with the name and address we shipped your bed to so I can locate your file. Then, I can get to work on this for you right away. I look forward to having the chance to talk with you soon, George.
Sincerely,
Alan S
Reviewed July 14, 2014
I decided to return bed as there are many issues I am not pleased with. Not all are fixable, it is personal preference. I called for RMA to return and I'm told I cannot return the $2,999.99 adjustable base and remotes (the electronics) which is a HUGE cost. Total bill was $9,115!!!!! I can receive back $5,195 plus pay $200 to ship it back. I feel duped, like a real moron for trying this bed. The terms for return were NOT made clear to me. If understood I'd be out the cost of the electronics if I was not happy, I would not have purchased. The electronics and adjustable base are the majority of the reasons I don't want the bed. Now I'm stuck with $3000 worth of something I don't want? Hoping to find a resolution whereby they can be returned and credited to me.
Hi Alison, thanks for taking the time to share this with us. I'm sorry to hear that you came to the decision that our bed wasn't the right fit for you! We agree that understanding the terms and conditions of any major purchase is important, and we know it can be difficult to keep track of the return policy when discussing beds, bedding and bases, which is why we make sure to have the terms and conditions of the sale available at the counter in the store, on the back of the receipt you signed at the time of purchase and right on our website. That way, all of our owners have a chance to read through them and get in contact with us with any questions.
We think it's important for you to know that while the adjustable base is a final sale item, it is made to industry standard size, so you will be able to continue to enjoy all of the features and benefits of the adjustable base with your next bed.
While we wish the bed had been a better fit for you, we very much appreciate you giving our bed a try, and we wish you nothing but the best in your search for your perfect night's sleep.
If you have any other questions or concerns, please do let us know.
We hope you have a good day, Alison!
Sincerely,
Alan S
Reviewed July 14, 2014
Our bed was supposed to be delivered on July 12. We are in a "Extended Delivery Zone" so I get a call a day before saying that I'm being pushed back for another week because they over-booked the truck. I reminded them of the 21 day window and the supervisor told me that means nothing to them and the fact I paid cash meant nothing to them. So basically what I got from this whole experience is they sell plenty of beds and it don't matter if you're unhappy or who you are they're gonna get to you when it's convenient for them. You don't matter.
Hi Adam, thanks for taking the time to let us know about this. I'm so sorry to hear about the trouble you're having with the delivery of your bed, and I'd like to offer to help. All I'd need to get started on this is for you to reply with the name and address we are shipping your bed to so I can locate your file and I can get to work on this for you right away. I hope to have the chance to talk with you soon, Adam!
Sincerely,
Alan S
Reviewed July 13, 2014
My back has NEVER hurt so much. I'm writing this review at 5:12 AM on a Sunday because I just couldn't stay in that bed any longer. Select Comfort..... I don't think so!
Hi RJ, thanks for taking the time to share this with us. I'm sorry to hear about the trouble you've had getting comfortable in your bed! While many of our owners are able to get comfortable in their beds right away, some owners require some additional customization to start sleeping comfortably and experiencing all of the benefits their bed can offer.
I'd be more than happy to start looking into solutions to help get you sleeping comfortably and loving your bed. All I'd need to get started is for you to reply with the name and address we shipped your bed to so I can locate your file and I can get to work on this for you right away.
I hope to have the chance to talk with you soon, RJ!
Sincerely,
Alan S
Reviewed July 12, 2014
CREEPY/RUDE: The two Sleep Number men that delivered our bed spoke in a foreign language to one another in our home and spoke English only when speaking to us. Of course we had no idea what they were saying and that made their behavior rude and creepy.
DECEPTIVE: We paid about $400 to have two beds removed, but the men would not take away the collapsible metal frames that our old box spring and mattress rested upon. When we were sold the "we will take your old bed away" service by the sales person, we were told the set up and delivery men would take away our old beds -- and to us and probably to readers of this review, a bed would include the mattress, box spring and collapsible metal frame, right?
UNPROFESSIONAL: We bought two Sleep Number beds. After the two men set up the first bed, my wife checked the installation - and because we already own one Sleep Number bed, we are familiar with how they should be set up. She found that one of the tubes had not been connected! She pointed out to them this issue and they fixed it. However, had she been unaware of the proper set up, the two men would have left and we would have been dealing with an improperly set up bed. Also, when the two beds were set up, they had her sign some computer screen, leaving us no record of what she signed.
SUMMARY: To be clear, we like Sleep Number beds. That is why we added two more after owning one for several years. Our complaints are with the sales person and the two men who delivered and set up our two new beds. We would NOT want in our home again, the two Sleep Number men that were in our home today. They should be reprimanded and retrained at the very least. When I called to complain about our experience, the support people in New Jersey and the supervisor that I spoke with (Adam, I think) were courteous and tried to do their best to help us, but they were hampered by company policies.
Hi Brad, thanks so much for taking the time to share your review of your experience with the sale and delivery of your new beds. I'm so sorry to hear about the trouble you had with our Home Delivery Installers and the expectations of what they would be able to remove from your home after setting up the bed!
We strive to provide a great experience for all of our customers from the time they walk into our store throughout their ownership of the bed and it's clear we fell short of that goal in this case. I want you to know that feedback like this is extremely important to us, as it gives us the chance to look into areas where we still have room to improve, and that I will be forwarding your comments on to our Home Delivery Team and Sales Team so that they can circle back on this and make certain it doesn't happen again.
I'd like to have the chance to look into this for you further and be sure to forward your concerns on to the area manager of the store you visited so they can circle back on this for you. All I'd need to get started is for you to reply to this message with the store you visited and the names of the sales representative you worked with.
I hope to have the chance to talk with you soon, Brad!
Sincerely,
Alan S
Reviewed July 10, 2014
We got our King Sleep Number in 2002. We love this bed and we recommend it to everyone. Our oldest son got one loves it, my mom got a twin and loves it. We just recommend it to my in-laws. Thought I should write a review. The only negative we have is this. We were told anytime someone used our name when buying a bed, we would receive a 50 dollar gift certificate. Even after MANY calls we have yet to receive one for either our son or my mom's purchase. That is a real bummer!
Hi Gale, thanks for sharing your review with us. We're so glad you love your bed, and we really appreciate you referring your friends and family members to us! We're more than happy to look into the referral certificates you mentioned, but we'll need to locate your account and the accounts of the people you've referred to get started. If you'd like us to check on this for you, please message us back with the shipping address your bed was originally delivered to as well as the last names and shipping addresses of the people you've referred to us. We hope to hear from you soon!
Reviewed July 9, 2014
We are returning our P6 mattress and keeping the adjustable base. We paid using three forms of payment. We first used our debit card, then a credit card, and then a GE Sleep number credit we applied for in the store. Our receipt from the store shows the order of payment. Now the return credit is all being applied to the GE Sleep Number Credit account only and no money to our debit card or the credit card. We now do not have money to purchase another mattress since they are keeping all of our money. This is very upsetting.
Thanks for getting in touch with us, Timothy. We're so sorry for the inconvenience! We reviewed your file and it looks like you had a chance to get in touch with us yesterday and our Accounting team is already working on a solution for you. If you have any questions about the status of your refund or there's anything else we can help you with, please just message us back and we'll be happy to help you right away. Have a great day!
Reviewed July 7, 2014
I am extremely disappointed with the service Sleep Number is providing me right now and am shocked at how THEY MODIFIED/RE-STARTED OUR ORDER WITHOUT OUR PERMISSION OR CONSENT.
My fiancee and I placed an order for a King-sized mattress on 06/03 but STILL have not received the bed. From what we can gather from a multitude of phone calls with the service reps is that somehow, our order was 1) SENT TO THE WRONG ADDRESS (a random address which we did NOT designate), so 2) Sleep Number CANCELED OUR ORDER (WITHOUT OUR CONSENT), and 3) RE-STARTED THE ORDER from scratch (AGAIN, WITHOUT OUR CONSENT). This resulted in a delivery delay of a month.
Now they are saying that the fastest delivery date is the 23rd of July. Originally we were promised a delivery date of 7/7. We feel unfairly treated and are very disappointed with the brand. It was a clear screw-up on Sleep Number's end (which they tried to fix without telling us) but we are suffering the consequences. We were initially excited about the brand but with this experience, we are canceling the order. We will never purchase any Sleep Number products or recommend the brand to anybody.
. It is our goal at Sleep Number that every customer receives world-class customer service. While it is clear we fell short of that goal, your comments will give us the opportunity to focus on areas we need to improve. We value feedback from our customers and are grateful that you took the time to contact us. We also appreciate your business and regret that this experience has resulted in you feeling that you are unimportant to Sleep Number. Sleep Number takes strides to ensure that our customers are treated fairly and uniformly and I can assure you that this situation is not a normal occurrence.
If you have any other questions or comments for us in the future, please don't hesitate to let us know.
Sincerely,
Alan S
Reviewed July 7, 2014
It took 6 weeks to deliver a bed they said would be there in a week to ten days. No big deal there. The foot adjustment broke in the up position after one week. It took them 6 or 7 weeks to fix this. Very poor customer service. Two weeks later it is broken again. Now the head adjustment does not work. We will see how long this takes to fix. They tell you at time of purchase that you have a 100-night trial with no hassle return. However that is not true, I cannot return the base. They say another company made that and the sale is final. I did not pay another company. I have an invoice from Sleep Number and nowhere on the contract or invoice does it mention another company. This was a huge $7000 mistake and there seems to be no recourse.
Hi David, thanks for taking the time to share this with us. I'm sorry to hear about both the delay in your order and the difficulty you've had with your adjustable base! While the adjustable base is a final sale, per the terms and conditions on the receipt you would have signed at the time of purchase, we think it's important for you to know that the base is made to industry standard size and will work with any standard size mattress on the market, in the event you decide the mattress isn't a great fit for you.
I also want you to know that, if you're still having trouble with your adjustable base, I'm happy to look into this for you and see what I can do to help resolve this for you. All I'd need to get started is for you to reply to this with the name and address we shipped your bed to so I can locate your file and I can get to work on this for you right away.
I hope to talk with you soon, David!
Sincerely,
Alan S
Reviewed July 7, 2014
My wife and I have owned our sleep number system for four or five years. About a year ago we noticed the pump was not working. I checked the battery in the remote... replaced it, but it still did not cause the compressor to make any noise or vibrate. I just forgot about it till we noticed our backs were hurting every morning. I called the company and talked to a very sweet lady who told me exactly what to do. I am sorry, but I forgot her name. She was great. Now we are back in love with our sleep number bed!!! Thank you... Thank you sweet lady.
Hi Stanley, thanks for sharing this with us. While we hope you'll never need to get in touch with us, we're thrilled to hear that you had such a great experience when you spoke with our Customer Service Team yesterday. We strive to provide a great experience for our owners every time they need to get in touch with us, and we're so glad that Kristina was able to help resolve this for you. We'll be sure to pass your comments on to her manager so she can receive the kudos she's earned. If you ever have any questions or comments for us in the future, please do let us know.
Phone: 1-800-472-7185 (8 AM - 8 PM CT M-F, 8:30-5 CT Saturday)Live Chat: http://bit.ly/SNChat (7 AM to 11 PM CT every day)
Email: customerservice@selectcomfort.com
Sleep well!
Sincerely,
Alan S
Updated review: July 22, 2014
I want to say thank you to all of the customer service reps and supervisors who helped us resolve all of the issues we had with our Select Comfort bed. It took a few different orders to get the correct parts but now that our bed is all put back together it reminds us why we chose Select Comfort in the first place.
We both forgot how good it feels to get a great night's sleep...the first night in our updated bed we both woke up after only 5 hours sleep and felt great! It's going to take a couple weeks to dial in our sleep numbers but I know it will be worth the effort.
I am updating my star-rating from 1 star to 5 stars due to the level of service we received and the fact that our concerns were dealt with in a professional manner.
Original Review: July 7, 2014
We bought a Cal King 7000 Pillow-top with dual air chambers & Deluxe Sleep Number Firmness Control System at the end of 2002. Loved the bed for about 4 years (except for the separation in the middle) and then the problems started. Both sides of our bed had developed craters where we sleep, my side being much more pronounced than my wife's (I weigh 180, she weighs 120). My sleep number used to be 40 and my wife's was 35 but we both had to raise them to 55 to try to compensate for the crater. I called the store where we bought it and was told that "was normal wear and tear" and not a warranty item.
About a year later, I also noticed our bed was tilted and couldn't figure it out until I looked under the mattress and found the metal frames had crushed the molded plastic bed supports so I ended up having to reinforce those to make the bed level again. The craters continued to get deeper to the point we both started having major aches and pains in the morning. If I roll to one side, I have to struggle not to roll back into the crater. We have continually had to raise our sleep numbers over the years to where we are both at 95. We don't sleep well, wake up with aches and pains, and are extremely dissatisfied with the quality of this bed.
About 3 years ago, we both started waking up in the morning with bad headaches, sneezing, congestion, and sore throats. At first we thought it was just allergies or hay fever, but then we noticed it only happened in the mornings in bed... Our symptoms would get better during the day. If we stayed at a friend's house or a hotel we both woke up feeling fine. We wash our sheets weekly in hot water, use an air purifier, and vacuum our mattress a few times a year so we couldn't figure out what was going on.
Today I started searching for a new bed solution and came across various review sites on Select Comfort, Tempur-Pedic, etc. Then I found a thread that mentioned Black Mold issues with Select Comfort mattresses purchased before 2005. I also found out there was a class action lawsuit in 2008 and that Select Comfort made the decision NOT to contact possibly affected consumers and the media. So I just ran upstairs, unzipped my mattress cover, and pulled back three layers of foam to find BLACK MOLD on the underside of the last piece of foam and on the top of the air chambers. The mold is on both sides of the bed and parts of it look almost purple. No wonder we've had respiratory issues only when sleeping in our own bed.
I am so upset and frustrated that no one from Select Comfort ever attempted to let us know that there might be a potential problem with our mattress. When we bought our mattress, we recommended it to all of our friends and family and 7 have purchased them over the years... I will be calling them to have them check their beds. I will be calling Select Comfort first thing tomorrow to see what they suggest we do to remedy these problems. They better not expect me to remove the black mold myself as I'm quite aware that it can cause a myriad of health issues and I'm not about to try to vacuum it up and have the spores get airborne. We paid over $3400 for this mattress and expected it to last and be safe for at least as long as the Sealy Posturpedic we had for over 15 years. Think twice before you fall for the "no need to ever flip this" pitch because that actually ended up being a detriment due to the sagging craters.
Thanks Chris, we're glad we were able to help you with this situation and it’s great to hear you and your wife are sleeping well again! If there's anything else we can help you with in the future, please just give us a call. Have a great day.
Reviewed July 3, 2014
We had one of your original beds for years. We loved it. We told everyone about Sleep Number beds. We were your advertisers. After stopping in your store a few months ago, we decided to upgrade to your latest model, an i10. We even got the headboard.....went all out. Now we have a bed that's really comfortable but we have a 10 inch gap between my husband's mattress and mine. Yes, our beds are connected. There was no gap when they delivered and set up but over the months the mattresses just keep growing apart. So much for sleeping close to my husband. I am so upset and frustrated that I've stopped telling everyone about Sleep Numbers and advise people not to get one. What happened to your quality control?
Hi Karen, we appreciate you taking the time to let us know about this. We're sorry to hear about the trouble you're having with the center of your bed! While defects like this are rare, our Customer Service Team can typically help resolve concerns like this with a short conversation over the phone. Customer Service can be reached at 1-888-411-2270 from 8AM-8PM CST, M-F and 8:30AM-5PM on Saturday.
We hope to have the chance to talk with you soon, Karen!
Sincerely,
Alan S
Reviewed July 3, 2014
Available IMMEDIATELY: Sleep Number Classic Series in full size with one air pocket. Sleeps like coleman inflatable camping bed-- will provide achy back and muscles each morning for free. Don't expect support. Anticipate feeling like you're wallowing in a vat of jello with every reposition throughout the night-- especially if you're a side sleeper. It is full size, so no "add-on" accessories that accommodate pressure point reduction are available. If you complain enough, Sleep number may offer custom foam inserts for the air mattress component, which appears to be developing black mold. Watch for it on CRAIG'S LIST.
Hi Lori, thanks for taking the time to share this with us. We think it’s really important to know that while situations like this are rare, mold can affect any upholstered product under certain conditions. Sleep Number is one of the industry leaders in using treatments that prevent the growth of mold or mildew in our products, and we’re happy to say that we've had no confirmed cases of mold in any Sleep Number® bed manufactured in or after 2005.
We stand behind the quality of our products and we invite you to give us a call at 1-800-451-6340 if you haven’t disposed of your bed yet so we can help troubleshoot any issues you are experiencing.
If you’d like to know more about the steps we take to protect our beds, just click the link below for more information.
www.sleepnumberfacts.com
Thank you and sleep well!
Sincerely,
Alan S
Reviewed July 3, 2014
We purchased a King Flextop with a Flexfit 3 base. We turned on the body massage feature and it is loud! Our whole room is vibrating and noisy. We are on the second floor of the home but it is obvious that there is no way we can use this so called relaxing feature without waking up the whole household. The sales person at the sleep number store made no mention of not being able to exchange the base. Now we are stuck with a $2000 feature that we cannot use and paid hefty for. We enjoy the bed and want to keep it but it is unfair that we cannot exchange the base for a base that meets our needs. The sales person NEVER mentioned we could not exchange and that is just wrong. 100 night trial does not mean much when you are stuck with a $4000 base that cannot be used as intended.... very frustrated.
Hi Everardo, thanks for sharing your experience with your adjustable base with us. I'm sorry to hear about the trouble you're having with the massage feature of your base! While the adjustable base is a final sale per the terms and conditions of the sale you can find on the back of the receipt you signed at the store, it's important to us that you love both the bed and base. If you haven't had the chance to yet, I recommend getting back in touch with our Customer Service Team to see what options they can offer to help reduce the noise you're finding when you activate the massage feature. Customer Service can be reached at 1-888-411-2270 from 8AM-8PM CST, M-F and 8:30AM-5PM on Saturday.
In the meantime, if you have any other questions or concerns I can assist with, please do let me know.
Sincerely,
Alan S
Reviewed July 2, 2014
I waited 12 years to purchase my Sleep Number bed! I was so excited and happy this past Saturday, the 28th. We finally purchased the i8 queen bed. Customer service at your new San Dimas store was outstanding. Terry was just wonderful. He was extremely helpful attentive and polite. Very professional. Just made the shopping experience something to brag about. So what went wrong for me to cancel my entire order by Tuesday, July 1st about noon? I hope you are able to retrieve a copy of my conversation with GE Bank. Peter was the person who killed the sale for your company.
I just called to inquire about price adjustment because the bed price had been reduced by $300.00 due to the 4th. July sale promotion. I was so angry that Peter went from okay service to **!! Rude service. He said something that just triggered me to request speaking with his manager. He would not so I asked to speak with his immediate supervisor. Again he would not! He kept trying to say something and then tried to apologize. I was so angry and steamed I got a massive headache and I know my blood pressure was up! So I told him I am canceling my entire order and I hope he gets in trouble for angering a customer so.
The conversation began with calling the original store. At 1:12 pm. Then customer service at 1:16. I called the original store again at 1:26. To let them know what had just transpired. They were very apologetic and wanted to rectify the situation. Your San Dimas staff is still outstanding and helpful but as of now, I cannot purchase my i8 queen bed that I waited and looked forward to sleeping on. It's so sad this was over trying to receive the price difference of only $300.00 ($200.00) for California. This is another thing that bothered me about your company policy. Why do WE in California get less of a deal than is advertised on the web? Yes, something regarding California fire retardant but We as customers don't care about Your Cost. We SEE the sale $$$. Something I believe your company can and should work on. Don't entice us and the do the Bait and Switch for us in California. Your company is too good for that. Now we must go purchase a mattress somewhere else.
Reviewed June 28, 2014
We recently purchased a split king adjustable bed based upon the wonderful reviews from my daughter on her king adjustable. We love the memory foam pad and it's comfortable to lay on, however, I can't even begin to review how the sleep number provides a great night's sleep because we haven't had one. Every night we have to get up several different times and push the mattress covers back together as they continue to slide around and separate in the middle. My daughters bed came with disc anchors that attached her mattress covers to her platform that keeps the mattress from sliding around. This may not be an issue if you have a module bed frame for your new bed, but we only wanted to attach our headboard.
Now we are fighting our bed in order to get some type of nightly sleep. Is there any options on how we can resolve this nightly disturbance? I've contacted Sleep Number to see about purchasing the same anchors that my daughter has and was advised that they are part of the "bed frame" and I would have to contact Leggett & Platt for answers. Of course, I've not received a return call from them. It's very disappointing not being able to enjoy this expense to the degree we had hoped.
Thanks for sharing this with us, D. We're sorry you're having trouble with your bed sliding on your base and we're happy to see what we can do to help! We'll need to locate your account to get started, so please message us back with the shipping address your bed was sent to so we can find your file and see what options we have available for you. We'll look forward to your reply.
Reviewed June 27, 2014
The mattress is the worst money we have ever spent. You are either sleeping in a valley with the lower/softer setting or on a mound with the firmer setting. Both the wife and I agree so it's not just one of us. Nothing like the one in the store we sampled. Back hurts when you try a new setting. Went to a store recently and listened to another couple with the same problems - not surprised.
Thanks for sharing this situation with us, John. We're so sorry you're having trouble with your bed! We really want you and your wife to enjoy it, and we'd love to see what options we have available to help you with this if you can give us a call at 1-800-472-7185 anytime from 8 AM to 8 PM Monday through Friday or from 8:30 to 5 PM CT on Saturday and ask for one of our Sleep Specialists so we can start working with you. We hope to hear from you soon!
Reviewed June 27, 2014
Basically I have enjoyed using this bed over the years, but right now I have a leak in the side I sleep on. I have Eastern King bed. My real complaint is that with the leak there is not place that it seems that I can get anyone over to look at it and repair it. King size mattresses can be difficult to work on, and want to hire somebody who knows how to repair this in Phoenix, Arizona. It is unbelievable that a company so large doesn't have people who the can contract with to repair these products especially if they are out of warranty. I am willing to pay somebody to do the repair, but not sure where I can find somebody like this. You won't get any information out of Select Comfort about getting a repairman. People over 70 do not typically want to do repairs like this, and this would be a turnoff for me to buy another bed from the Sleep Number Store.
Thanks for letting us know about this situation, Ronald. We're so sorry you're having trouble finding someone to help you with your bed! Sleep Number® beds are intentionally designed to be very simple to open up and don't require any special skills or tools troubleshoot, so we can easily walk a family member, friend, or your local handyman through the process in 10-15 minutes. We can also send a step-by-step troubleshooting guide to you via email or US mail if you'd rather have a copy of the instructions on hand. If you have any questions or would like us to send you a copy of the troubleshooting for this situation, please message us back and we’ll be happy to help you. Have a great day!
Reviewed June 27, 2014
We bought this bed in January and was delivered 2/14. We bought it for $3000.00 with the head and foot lift. We picked this as I had a ruptured disc and was looking forward to a new mattress. Mattress never DID feel right. When I called in, I was extremely upset as he wanted me to crawl around the top and unzip this and pull this and sit on the floor and do something else... DID I mention I have a ruptured disc? I cannot do this. They should have told me when they sold it to me that we may have to contact a comfort specialist to "work with us on the comfort."
Finally talked to someone for 40 minutes and he mailed out a bunch of foam and told us to lift the bladders and put more foam under the, really?????? Just what I want, to spend $3k and have to do all this work with bad back ... The bed is still not right. My Sleep Number is 35 but it is never the same 35 each night. If you want to read, you have to bring the number to 80 or 90 and it never goes down right. Also the lift is totally not worth the money. Very uncomfortable to read with. Was waste of money. The guy that sold us the bed knew we were moving and never mentioned that it is $400 to have someone come out and take down and set up... Yeah, yeah it was in the minute print at the bottom but really>? Overall for the money, this was totally not worth it.
We're sorry you're not enjoying your bed, Joyce. While we find that many of our owners are able to start sleeping comfortably as soon as their beds arrive, it can sometimes take a little extra customizing to ensure they're all enjoying their beds. That's one of the reasons why we make our beds very easy to work with. That way, if we ever do need to look into comfort solutions, we can walk you through some quick steps and have any necessary components on their way to your door right away. We'd be happy to take another look at this for you to see what we can do to help you start loving your bed. Simply reply here with the name and address we delivered your bed to and we can get started right away. We hope to talk with you soon.
Sincerely,
Alan SOnline Customer Care
customerservice@selectcomfort.com
Reviewed June 26, 2014
I'm very happy with the sleep number bed, but do not buy the sheets they sell. After only 6 months they have holes due to washing. I have had many sheets that last a lot longer than that, usually I buy more sheets just to change out the colors, etc. not because they get holes. These are very expensive sheets and are washed normally. The customer service was terrible when I explained what happened. He started comparing this to buying jeans???? I paid over $200 for these sheets and to tell me they get holes because they are delicate is absurd. I would definitely not buy again and want to warn people. The sales people will try to sell you on these sheets, but don't do it!!!
Hi Sue, thanks for taking the time to let us know about this situation. We're really sorry you're having trouble with your sheets, and we'd love to take a second look at your account to see if we have any options to help you that haven't been explored yet. If you'd like us to check on this for you, please just message us back and we'll get started right away. We hope to hear from you soon!
Reviewed June 24, 2014
We purchased a P5 Flex-Top bed about 3-4 months ago and we couldn't be happier with it. I have Fibromyalgia and my husband has Rheumatoid Arthritis and this bed has helped us both. There is a VERY noticeable difference in how we feel when we get up every morning!
Our salesman was fabulous; we felt no pressure. We understood the base was not refundable, however, it can be used w/ other brands too so it's not like we're throwing away money if the mattress didn't work out. We also found this policy for non-refundable bases is not unique to Sleep Number. We were satisfied with the mattress exchange policy too, so if the P5 didn't work for us, we could exchange for another. All of their policies are in writing and the salesperson goes through the checklist one by one at checkout.
I have also dealt w/ their customer service twice (once to claim a refund because the bed went on sale after we bought it and once to exchange a pillow) and honestly they were the most friendly and accommodating CS I have EVER dealt with ... and my pillow was even a week past the 30 day exchange period! The salesman we had was so knowledgeable - the most helpful tip being: If your lower back hurts, raise your # - if your upper back/neck hurt, your # is too high so lower it. IMO, for someone to leave a negative review after only a week and a half (like below) is ridiculous. If it's not working for you, talk to them and let them help you find the best solution.
All this being said, I only gave 4 stars because of my experience when attempting to leave online product reviews. They are highly censored. I had to submit a negative review 3X before they finally accepted it for the sheets we purchased (but I was persistent!). Oddly enough, I even submitted a 5 star review on a discontinued product raving about it but then commented how disappointed I was about it being discontinued and it was rejected too - they actually rejected a 5 star review. They have such great products and a great company in general - this is so unnecessary and just not something I would expect from a company of their stature. But, this is my only complaint.
Reviewed June 23, 2014
We got the i8 king mattress about a week and a half ago. This is a very expensive mattress but my husband and I decided it would be worth it to improve our sleep. Since we received the mattress, we've been very unhappy with the comfort. I haven't had to go to my chiropractor in over 2 yrs and now I am in a lot of pain and made an appt to go back. My husband can barely sleep in it at all and he has re-aggravated a back injury he had previously.
We decided that this just wasn't for us. We went back to the store in Rockford and were reminded by the very nice, helpful salespeople about the 100 day, no obligation, money back guarantee. However, we needed to call customer service to arrange everything. We called and were so disappointed that we were told it would cost us $200 to get the bed picked up! If we want to ship it ourselves it'll be $150, but the guys that installed it took the boxes.
Like I said, we thought the bed just wasn't for us but had been happy with the service thus far. However, $200 to pick it up does not seem like a "no obligation, money back guarantee". Because of this, we definitely wouldn't recommend this company to anyone.
Hi Elise, thanks for taking the time to share you're experience with your bed with us. We're sorry to hear that you decided that our i8 models wasn't a great fit for you, but we're glad to hear that you were able to take advantage of our 100 night in home trial.
We also want to take a moment to clear up any confusion, but we do not offer any "no obligation, money back guarantee" on any of our beds or bedding. We know that keeping track of all the terms and conditions of the sale can be tough, especially when you're discussing a bed, bedding and a base, which is why we make sure to offer the terms and conditions of both the sale and our 100 night in home trial right on our website. You can click the link below to view those terms and conditions if you'd like more information.
http://www.sleepnumber.com/sn/en/return-policy
While we wish your bed had been a better fit for you, we appreciate you giving our bed a try, and we wish you nothing but the best in your search for your perfect night's sleep. If you ever have any questions or comments for us in the future, please feel free to let us know. We hope you have a great day, Kathy!
Sincerely,
Alan S
Reviewed June 23, 2014
My husband and I purchased an i10 split king adjustable bed. It was delivered 13 days ago. I am VERY unhappy with this bed for many reasons. I called customer service to inquire about an exchange and was told that the mattress was the only part that could be exchanged. The expensive adjustable base was not eligible for trade. The Sleep Number salesman stood in the store and assured us that this bed was eligible for exchange. In my opinion, this is fraudulent. We are now stuck with an $8,000+ bed that we don't like and can't exchange. CAVEAT EMPTOR!! Don't deal with this company.
Reviewed June 23, 2014
If you are Military and may end up on overseas tour don't bother. If something goes wrong with it, you are left to sleep on the floor.
Thanks for sharing your situation with us, Stacy. We're really sorry you're having trouble with your bed! It looks like we're already looking into this situation for you on Facebook and we sent you a private message there earlier today you might not have had a chance to read yet. Please check your messages from us and reply there at your convenience so we can continue working with you. Have a great day!
Reviewed June 23, 2014
We purchased a Sleep Number bed Split Cal King Mattress with the adjustable base, complete with the mattress protectors and a set of sheets about a year and a half ago. We are nothing but disappointed in this expensive system due to a basic design flaw. The two mattresses have separated from each other on a nightly basis, leaving a large gulley between them as much as 12+ inches! We are continually having to push both mattresses back onto their platforms (which also separate from each other near the top).
I have fallen out of the bed twice due to the fact that each of the mattresses lean out as much as a foot beyond the platform, because the sides are soft and have no real integrity of their own. We are truly shocked that such a product has been sold on the market with such an engineering flaw, and at such an exorbitantly high price. We enjoy the sleep number part of the set and the ability to adjust the incline at which we sleep, but we are literally holding on for dear life every night trying to stay in the bed without sliding out, and the sheets and mattress protectors keep popping off during the night because of this. It's a real mess!!
Additionally, during the day, it doesn't make up very nicely because it is terribly misshaped. What we would like to know: is there any solution to this, such as an upholstered box to house the entire system in, so that the flaw of the soft sides and the separation of the platforms ceases to be an issue? We are truly sorry we bought the split king and should have stuck to the one-piece mattress, but we had no way of knowing this flaw in the system, except for 20-20 hindsight. We hate the idea of having to simply junk such an expensive bed system and start over again looking for a good night's rest.
We will be moving closer to the church into the old rectory in another month, so we are having to take this opportunity to either find a solution to this problem or purchase another regular mattress set. We are truly disappointed and dismayed to read of the couple who couldn't get satisfaction for this product and are having to eat almost $1300 on a set of useless platforms through no real fault of their own, except that they were not satisfactorily informed of this at the time of purchase, with Sleep Number blaming it on not reading the fine print after enduring the entire sales pitch at the store. What a scam! If we cannot get satisfaction in the form of a solution to getting this bed sleep-able, we will not hesitate upon their inquiring to share our grief with all our friends and parishioners. After all, we simply cannot lie to them, nor would we, whenever they ask for our recommendation of the bed.
Reviewed June 21, 2014
On 6/01/2014, we purchased a M7 queen bed and, on 6/19/2014, the bed stopped working in an upright position. My husband has Lou Gehrig's disease and you can only imagine how frightening this was when he was stuck in the center of this bed... I called customer service and was on the phone over an hour trying to reset the bed and nothing worked. After all this, I was told they couldn't get us a new base for the bed for a week. That means my husband has no bed to sleep in. After setting a date for 6/28, received a call and was told customer rep did not set that date for us and now we have to wait until 7/01 to get this done. We spent over $6000 on this bed and I think something is terribly wrong with the way this is being handled. I would not recommend your bed or your customer service to anyone. If this happens after sleeping on the bed for 5 nights, what happens after a year? If you can keep it working!!!
Hi Carol, thanks for taking the time to share this with us. I'm sorry to hear about the trouble you've had with your bed and I'd be happy to look into this and see if there's anything we can do to help get your replacement adjustable base any faster. All I'd need to get started is for you to reply to this message with the name and address we shipped your bed too initially so I can locate your file and I can get to work on this for you right away.
I hope to have the chance to talk with you soon, Carol!
Sincerely,
Alan S
Reviewed June 21, 2014
When we purchased our bed, we were told we would be contacted with 3-5 days and we did receive a call. We were promised that a Saturday delivery would not be an issue and we would receive our bed within a week to ten days. This is where the problems began. No one told us that delivery on Saturdays was but only once a month in our area. The dates kept being moved back, finally my husband told them to just ship the bed UPS and we would assemble it ourselves. Once more we were promised a Saturday delivery. I believe on this, Sleep Number tried to accommodate us but because of the time they shipped it, the arrival at UPS was after the time that UPS took their deliveries for Saturday. My husband spent most of the day getting no answers, being passed from person to person with no one having a solution.
It was not until late in the afternoon that a person from UPS finally gave the truth, we would not receive the bed until Monday deliveries. The bed came in, my husband & I assembled it ourselves, no problem, but once more he was promised that the old mattress would be picked up today, June 21st. He just got off the phone with your representative only to be told, again we are not on the books and he would have to take Thursday off work so they could come to remove the mattress. I have to say, I work in Customer Service and if I pulled even one of the things that were done to us, I would not only lose customers but my job. We paid a lot of money for this system and yes the mattress is a very good one but NO ONE should ever have to go through all the BS that we have had to deal with. There will not be a recommendation for your company coming from our mouths. I have been told a Happy Customer tells their family & friends, an unhappy customer tells anyone who will listen. Please don't do this to anyone else.
Hi Helen, thanks for taking the time to make us aware of this. I can't apologize enough for all the trouble you had with the delivery of your new bed and the pick-up of your old mattress! I want you to know that feedback like this is very important to us, as it gives us the chance to examine our processes and see where we still have room to improve. I want you to know that I'll be forwarding this on to our Home Delivery Team so they can look into this and make sure it doesn't happen again.
If you have any questions or comments for us in the future, just let us know. We hope you have a good day, Helen!
Sincerely,
Alan S
Reviewed June 20, 2014
Select Comfort I hope this gets to Ms. Shelly Ibach your C.E.O. as she should know what kind of service her company offers. I purchased my second top of the line Twin adjustable bed for my new home in Sinking Spring, PA 19608. The bed was delivered and set up in Oct. 2013. I arrived here last Sunday for my first night in my new home only to find the bed on one side was deflated and would not hold any air. I went to the local store the next day and was told to call Customer Service and they would send someone out. I paid nearly $10,000 for the bed, delivery and set up. The next day I called customer service and was told that I had to conduct a test and then give it two days to test for a leak. I did the test and was told I had a bladder with a leak and they would send me a replacement one and it would arrive in 10 days. I told them that this was my second home and I would not be here in 10 days.
After, no answer so I asked for a supervisor. Supervisor Tom told me he understood my problem but there was no one to service the bed but he would do two things for me. First, instead of a reconditioned bladder he would send me a new one and second, he would send it two day and guaranteed me I would have it this Friday. I told him that I wasn't sure I would know how to install it. He said not to worry he talked a nearly blind man through the process so if he could do it I could. I have been sleeping on a sofa for days and today I was informed by email that my reconditioned bladder will arrive late next week. I called Customer Service again today, Tom was not there but another supervisor told me that Tom forgot to change the order and there was nothing he could do so I have to wait till next week to get by reconditioned bladder. Just in time for me to leave. I have this bed in my home in MN and love it which is why I bought this one. I even tried a live chat and was told that they really care about world class customer service and they will learn from my experience but there was nothing else they could do. So glad I can help your learning experience.
I cannot believe that this is your customer service. I owned a Company in MN for 33 years and would never treat a customer the way your company did. They simply said there is nothing they can do for me and stuff happens. I really believed you had a great company and was pleased you were based in MN. Now I am embarrassed. Over the past years I have recommended your beds to over 10 people but will never do that again. A friend of mine was at my home yesterday and she said she was going to buy a bed like this. After I told her what happened to me she said she was going to forget it. I will never suggest to anyone nor will I ever buy from your company again. I am very disappointed.
Reviewed June 20, 2014
We got a Sleep Number p5 around 2 years ago, after I'd had back surgery. We thought, from all their wonderful advertising that it would help support and relieve some of my pain. Heck, I'm in my mid-30s and wanted to take every measure to make sure that I kept my back healthy. Boy were we wrong. I've now had 2 more back surgeries... the last of which was triggered by straining to get up out off the bed! My husband and I are both side sleepers, and couldn't stay on the air mats without rolling into the middle, so we both ended up lowering our numbers trying to stay put. They sent us a 'lift' which was nothing more than a 1" foam pad for under the air mats. Didn't work.
In the meantime, my husband's hips were so low and he was waking up sore every night. He's now being treated for bursitis in his shoulder and sleeping on the couch. This company has great marketing, good people, but a horrible (and expensive) product. It's nothing more than two air mats with a foam encasing! I was shocked and felt ripped off, especially since it made my back worse. Save yourself the pain/expense and stay away if you have any sort of back issues!
Thanks for sharing your experience with us, Nicole. We're so sorry you're having trouble with your bed right now! The first solution our Sleep Specialists send out generally takes care of situations like these, but there are cases where we need to work with you a little more to find the right combination of solutions to get you and your husband sleeping better. We still have several options available that we haven’t explored with you yet and we hope you’ll give us another call so we can discuss them with you and find out which will be the best fit for your situation. You can reach us at 1-800-472-7185 anytime from 8 AM to 8 PM CT Monday through Friday or from 8:30 to 5 PM CT on Saturday. We hope to hear from you soon!
Reviewed June 19, 2014
We have had the exact same issues with the California king as the customers below. The perimeter foam gave way rapidly causing the bed to lose form. My dog would nearly fall into the crack between the beds and the edges of the bed curved outwards. Pillows always falling behind the bed as others have said. Customer support blamed it on us, said you're not supposed to sit on the edge of the bed or lay near the middle... WHAT?!? Now my side of the bed has completely deflated. Bought this bed because I was disabled in a car accident and needed the best support for my back. Have had nothing but trouble with it and customer support.
Thanks for posting a review of your bed, Scott. We're really sorry you're having trouble with it and your last call to us in 2010 wasn't a great experience for you! The situation you're having with your foam border walls and the air loss you're experiencing can be covered under your current warranty coverage and we hope you'll consider giving us another call so we can start looking into the replacements you'll need to start sleeping better again. We also have solutions available to bind your adjustable bases together if they're sliding apart we can discuss that with you as well when you have a chance to get in touch with us. You can reach us at 1-800-472-7185 anytime from 8 AM to 8 PM CT Monday through Friday or from 8:30 to 5 PM CT on Saturday. We'll look forward to your call.
Reviewed June 19, 2014
I just recently purchased a bed from the Sleep Number store in Gurnee, IL. I am not yet sure if I like it because we just got it yesterday and it is airing out (it makes me uncomfortable that it has to do that because I have asthma and the smell is really strong, but I guess all beds of that type do).
We bought the Split King C2, the Flex Fit 2 adjustable base and various sleeping pads and accessories. I'm not sure if $5,000 is a lot of money to you, but it is to me. Especially when $2,999 of the price is for the adjustable base and the base is a final sale, no returns no exchanges (which to me was very strange since you could exchange the actual mattress). We chose the middle priced base because we did want to have movement at both the head and the foot and did not want to pay that much more for a few more bells and whistles. The $700.00 for the side and base panels seemed way too extravagant even though we were unsure of how the cats would be around the bed. The salesperson assured us that the cats would not be a problem.
On June 17th, I was on the internet and had an ad pop up for Atlantic Beds. (You know how your computer shows you ads that are for things that you have recently searched for, which I had done with Sleep Number mattresses). Imagine my surprise when I saw that Atlantic Beds sells an adjustable base that is not only $1,000 ($1,700 when you add in the side and base panels) less expensive but also has more features. I thought, well that is probably because the frame is not as well made. So I searched the frame and found that the frame for that bed and the frame for the Sleep Number bed are made by the same manufacturer, Leggett &Platt.
Needless to say, I am extremely unhappy about the huge price difference. I emailed Leggett & Platt and they said It is up to each retailer to set their own prices. The material on the Sleep Number beds is not available on any of the bases sold by any other retailer. The bases from Sleep Number are also not sold by any other retailer. So, if you were to purchase them separately, they would not match.
Perhaps I should have known that you could purchase a mattress and a base from two different places, but I did not. I have always purchased the mattress and box spring from the same place and they match. Please explain to me how the Sleep Number base is superior to the Designer D-222 or the Designer Classic base that is far superior in appearance and amenities to the Flex Fit 2 base and yet costs $1,700 less. Right now, I feel extremely cheated and sadly disappointed. I would not have thought that I had to research a company as well-known as you are for tricks and deceptive practices.
I did chat online with customer service department yesterday, and they said that I was free to cancel the order, but I did not have time to go home, thoroughly read all of the documents and find out if there were fees to be incurred in canceling the order as I am sure that it had already shipped.
Reviewed June 19, 2014
I just bought a new P5 Sleep Number bed and hopes that it would be as comfortable as it was in the store. It felt great there and I hopes that finally I would have a good night sleep. I used my Sleep Number but it didn't fill up the mattress. It seems that the pump is weak and doesn't fill it completely. My husband who has a bad back gets up a few times at night to raise his number too. I thought that once we found our number, it would make it comfortable. I only received one hand piece and I was promised two at the store. I even purchased the special mattress cover and two neck pillows. The pillows have an odor and I had to cover them with two pillowcases due to the odor. But my major complaint is the firmness of the mattress. Why did it feel firmer at the store?? Why does my new P5 mattress feel like it's sinking?? Is it defective?? I need help ASAP. Thank you.
Reviewed June 19, 2014
Select number offers if you refer a friend and they purchase a bed you will get a gift card for $100.00. Well, I have referred 2 customers, they both purchased beds and I have nothing from them but a hard time. 1st call I get (THERE COMING), it takes about 3 months, then I got (THERE IN THE MAIL), now I'm getting only one because they sent one of them to the wrong person and they cannot issue two for the same customer. And now I'm still waiting 1 year and 4 months later. Has anyone else had this problem? I'd like to file a class action suit against them for false advertisement, lets get back what we deserve.
Reviewed June 18, 2014
We bought our Sleep Number bed about 8 months ago and the first thing I noticed was the odor coming from the bed. So I researched it and what I read, did say the odor would go away, but it hasn't. My whole room reeks with this smell. I have asthma and I am deeply affected by smells. Every night I wake up at least once having to take my inhaler. Where my sheets and blanket are tucked in you can smell whatever this odor is. I was hoping it would go away after awhile but it didn't. And another thing I am disappointed with is my back and neck still hurt every morning.
I have tried sleeping with all the numbers but still I wake up hurting. I don't know what we can do about this. While looking for a solution to the smell of the bed I came across this so I hope we can find help here. I know the smell of the bed is causing my asthma to worsen because I recently stayed with my daughter for 6 days and I slept time on her couch.
We're glad to hear you'll be getting in touch with us regarding this, Elizabeth. In the meantime, if you have any questions we can help with, just let us know. Otherwise, we'll look forward to hearing the results of your conversation with our Customer Service Team.
Sincerely,
Alan S
Reviewed June 18, 2014
Sleep number sales people do not clearly state the sleep number bed policy nor how their products are intended to operate. I got a dual temp bed that is supposed to be cool or hot individually. However sales people neglected to say the room must be at 70 degrees for the cool side to be effective. When they gave me papers for me to sign, I thought they were purchase papers. What was not discussed was the terms or conditions hidden in those papers. Apparently I have to pay to return the bed, so the no risk, 100 night policy is not without risk after all. No one went over the terms and conditions to return the bed. When I spoke to sleep number they said I signed so that means I am responsible for the fee to send the bed back. However I assumed that what I was signing was a purchase agreement, not a legal contract. There was no effort to read me the contract, point out the fine print or make sure I understood what the guarantee covered and DID not cover.
Reviewed June 17, 2014
My husband and I enjoyed our Cal King bed for about 5 yrs before things started breaking down. We found that the perimeter foam broke down fairly soon. Within the first 3-4 yrs, you couldn't sit on the edge of the bed without falling off, and the pillows would fall down between the headboard and the wall because the mattress was slide... We used our warranty to replace piece by piece in effort to remedy the problem but nothing made a difference. The bed is so saggy..... We have a big 'ridge' in the middle of the bed... from the foam. This is the worst bed I have ever had. YES there is a warranty, and we have had everything replaced, except the actual air chambers, but it hasn't made a difference. I can't wait till we have enough money to buy something else.
Hi Kathy, thanks for taking the time to share this with us. I'm sorry to hear about the trouble you're having with your bed! Defects like you're mentioning are rare, but, when they do occur, we can usually get to the bottom of the problem with a short conversation over the phone. Some concerns take a bit more digging to resolve, though, as it sounds like may be the case with your bed. I'd be more than happy to look into this for you and see what other options we can offer to take care of the trouble you're having and get you sleeping comfortably in your bed. All I'd need to get started is for you to send me a Private Message with the name and address we shipped your bed to so I can locate your file and I can get to work on this for you right away. I hope to have the chance to talk with you soon, Kathy!
Sincerely,
Alan S
Reviewed June 16, 2014
I purchased a bed on May 23. I was advised that delivery would be made on June 14. On June 12, I was called and advised that the control box was not available, so delivery would have to be re-scheduled when it came in. I asked that the bed and mattress be delivered and was told by Wanda that all items had to be delivered together. On June 13, I called Customer Service and was told by John (**) and Tim ** in that "Delivery" had cancelled the delivery but that he could give me a $200 credit/refund as a result of the inconvenience. They also told me that I would receive a call within 24 hours setting up a new delivery date.
I also visited the store where I purchased the bed and asked if there was anything they could do to help me get a bed in place for my guests on the 14th. They said that "Delivery" was in charge now and it was out of their hands. I had to put my guests up in a hotel as a result of the cancelled delivery. I did not receive a call within the next 24 hours to set up a new delivery date as promised. It is now the 16th of June and I just called and was told that the control box was received in house and would be sent to me. I asked when the bed would be delivered and was told that I would be called back within 24 hours with that information. I would like a delivery date for the bed I paid you for on May 23rd. I would also like compensation for the inconvenience, frustration, and delays in delivery.
Hi Bill, thanks for taking the time to make us aware of this. I can't apologize enough for the trouble you've had with the delivery of your new bed, and I want to let you know I'm happy to look into this for you and see what I can do to assist with getting this resolved for you.
All I'd need to get started is for you to send me a Private Message here with the name and address we are shipping your bed to so I can locate your file and I can get to work on this for you right away.
I hope to have the chance to talk with you soon, Bill!
Sincerely,
Alan S
Reviewed June 14, 2014
On May 24, 2014, I purchased a Sleep Number bed, Split Cal King Mattress with the Adjustable Base, mattress protectors, sheets, pillows and pillow protectors; totaling $10,577.57. The bed was purchased in Sacramento, CA. Our Sleep Associate informed us it takes two weeks for delivery and the bedding will arrive by UPS a few days prior.
On Friday, June 6, 2014, the bed was delivered and set up. Also, on this day, the bedding arrived via UPS; however, the sheets were not included. I phoned the store; an associate researched the issue and stated the sheets are being delivered in a separate box and scheduled for delivery by UPS on Tuesday, June 10. How can the sheets be scheduled to arrive 4 days after we receive the bed?
On the morning of Saturday, June 7, my wife awoke with a very stiff neck and backache. She realized the bed deflated during the night. She researched the issue, and inflated it. Later that day she noticed the mattress deflated again, she re-inflated it.
On the morning of Sunday, June 8, it was the same scenario. The mattress, again, deflated during the night and she, again, awoke with a very stiff neck and backache. This is two nights of poor quality sleep in a bed we just purchased for over $10K +. I called the Arden store to report the issue. I spoke to the Store Manager. She stated she would call Sleep Number Customer Service first thing Monday morning. Why cant Sleep Number make customer service on-site repairs on brand new purchases the day they are needed?
That evening I slept on the sofa while my wife slept on my side of the Sleep Number bed. She discovered the platform controls were not working properly, the error message appeared on the remote.
On the morning of Monday, June 9, I called the Store Manager. She instructed that I troubleshoot the problem. My reply was I just spent over $10K + on this bed and I shouldn't have to take my time to assess and determine the problem on merchandise I did not design. She explained an appointment would need to be scheduled to identify the problem; and an additional appointment is needed to make the repair. Why cant Sleep Number make customer service on-site repairs on brand new purchases the day they are needed or within a reasonable timeframe? Are your customers expected to sleep on their sofa or floor until it’s convenient for Sleep Number to make the repair? What day will that be? I stated that this was unacceptable. I requested to return the bed and get a full refund. She instructed to call the 1 800 # for return of the bed.
I called the 800 # and spoke with a woman; she stated the mattress and all bedding is refundable; however, the adjustable platforms are not; you own it. I explained that Mike ** indicated there was a grace period on all purchases. She implied it's in the fine print that you own it, so accept it. The woman refused to give me her name and refused to let me speak to her supervisor. She indicated a $199 fee to pick up the mattress. I stated that Sleep Number is in breach of contract; you never fulfilled your end of the contract since you delivered defective merchandise. She then waived the $199 fee. Pick up of the mattress only was scheduled for June 13, 2014.
On Tuesday morning, June 10, I left a message for the Store Manager to return my call. Later than afternoon, an Associate called and explained that the Manager has been tied up all day in meetings and asked that he follow up with us. He stated that she briefly explained the situation and moving forward would call their District Manager. I informed him that I, also, wish to speak to the District Manager.
On Wednesday, June 11, I called the Associate. He informed me that the District Managers position was to do nothing to resolve the problem. I, at least, expected a call from him as I requested. Is this what you call Customer Service? Unfortunately, since the very first night's use, your product did not perform to the standards presented by your ads and Sleep Associates. We received defective merchandise on delivery.
On Friday, June 13, Sleep Number picked up the mattresses and the pump. The pickup technician said he would have the Regional Manager call me to discuss return/refund of the bases. To this day, I have not received a call from him nor the District Manager. Why didn’t your Managers contact me? This is not an unreasonable request. I am sure you can understand my frustration and disappointment. Several Sleep Associates expressed their sympathy and understanding and implied their embarrassment that your company puts customers in a position of helplessness.
I look forward to your reply. Please contact me at the address or phone numbers shown above. I have filed a dispute with my credit card company for the $1277.57 charged. In addition, I will NOT make any payments to GE Capital for the $9300 financed. I will share this letter with them upon receipt of my first bill forthcoming. To resolve this problem, I would appreciate a full refund on all merchandise purchased, including the adjustable bed frame by July 1, 2014.
Hi Dean, thanks for taking the time to share your experience with us. I'm sorry to hear about the trouble you had with your new bed! Defects like you mention are very rare, and we can usually resolve them for you by helping walk you through some simple troubleshooting steps over the phone. That way, we can get you back to sleeping comfortably just as soon as possible.
We know that it can be difficult to keep track of all the terms and conditions of the sale while going through the beds, bases and bedding at the store, which is why we make sure to offer the terms and conditions of the sale at the counter, on the back of the receipt you signed at the time of purchase and right on your website. That way, all of our customers have a chance to look over those terms and conditions and make call us with any questions before the bed arrives. Out of fairness to all of our customers, we won't be able to offer a refund on your adjustable base as it is a final sale per those terms and conditions.
I want you to know that your feedback is important to us and that I'll be forwarding your comments on to our Customer Service Team so we can look into ways we can improve our processes in the future. If you have any other questions or comments for us in the future, please feel free to get in touch with us using the Customer Service Number below.
We can be reached at 1-888-411-2270 from 8AM-8PM CST, M-F and 8:30AM-5PM on Saturday.
Sincerely,
Alan S
Reviewed June 13, 2014
I have tried this bed several times as it's in a family member's guest room and it's hands down the most comfortable bed in which I've ever slept. I would love to purchase one for myself, but I don't qualify for the financing at this time. When I can afford to buy a bed outright, though, I won't even be looking at any other brand. Sleep Numbers are the tops!
Thanks for sharing, Christina. We're so glad you love our beds! If you have any questions we can answer for you while you're waiting to order one for yourself, please just let us know so we can assist you. Have a great weekend!
Reviewed June 12, 2014
I seldom adjust my Sleep Number Bed. I am very pleased with it and that once you find a setting you do not need to play with the settings. However, the last time (probably 6 months to a year ago) one of the numbers was missing on part of it. Then this morning I woke up to a sore back and I reached for the remote to adjust the bed - thinking it’s been a while. Well the remote lit up but with no numbers and it did not adjust the bed. So I called Sleep Number. The bed is under 6 years old. I didn't expect a new one but didn't expect to have to pay over $100 for a new one since there is a 25 yr prorated warranty. The cs rep told me that it was prorated and I would owe 40%. Now my math is bad but that seems a bit high. Then she said for $59, I could purchase a wireless pump and remotes.
Thinking the numbers were wrong I asked to speak with a supervisor. He made the first lady look like an angel! In the end it cost me $79 because he said she was wrong that the $59 one was refurbished. I felt the customer service and compassion that the company had when I purchased the bed has definitely suffered. A purchase that big and service that poor will lead to Sleep Number losing customers. I found this site because of a Facebook friend. So someone, please explain how pro rating works... because suddenly that 25 yr warranty doesn't sound so good. Very disappointed.
Reviewed June 10, 2014
We have had sleep number beds for some time. We wanted to upgrade our king bed with an i10 and SleepIQ. We worked with a sales person on the phone that gets through the whole process until the end and then informs us we have to have home delivery and installation because of the SleepIQ option. Of course there is an additional charge for this, however, the online site does NOT require this for the SleepIQ. Online chat says we have to have the home delivery/installation also.
If SleepIQ is not a user installable configurable option and we have to rely on home installers (at an additional cost) and it is not an open system, what happens if we change wifi settings or something else in our house? We do not want to have installers, we can put a bed together (done it many times before). The SleepIQ system cannot be that complicated (if it is, WHY?) so is this just an excuse to get more money?
Needless to say, after this experience and reading other reviews here. I am not sure I am interested in upgrading our bed any longer with Sleep Number. It seems we would be better off to look elsewhere. I would really like to know what genius thinks it is good business to create a system that undermines the concept of a bed that is easy enough for anyone to put together and does not need an installer. Which I am sure is not refundable if we don't like it. I am not sure how much any of the cost will be refundable after reading the other reviews.
Very unfortunate and not a return customer at this point.
Hi Richard, thanks for taking the time to share this with us. We're excited to hear you're thinking of upgrading your current bed to an i10 with Sleep IQ technology!
While installing the Sleep IQ system in your bed is pretty easy, it does require the installation and setup of the Sleep IQ program to your Firmness Control System, which is something only our Home Delivery Technicians have the ability to do at this point.
We think it's important for you to know that having our Home Delivery Technicians come out and set up your new bed doesn't preclude you from being able to spend some time arranging your room, and they can even relocate your old mattress to your guestroom for you at no cost.
We also want you to know that changing your WiFi settings won't cause any trouble with your Sleep IQ. All you'd need to do to change the WiFi settings for your Sleep IQ system is to log on to our website and your account and add the new network to your profile and you're all set.
If you have any other questions or concerns about our Sleep IQ technology that we can help answer for you, please feel free to send us a message and we'll be more than happy to look into those for you right away. We hope you have a great day, Richard!
Reviewed June 9, 2014
I purchased a P6 about a year ago. This was my second Sleep Number bed; my first being a C5. The C5 was flawless for several years, I absolutely loved it! However, I am having issues with my P6, mainly - it sags in the middle. If I lay perfectly flat on my back, arms and legs straight, and position myself towards the outer edge of the bed, it seems OK. However, I am a side sleeper, so that really doesn't work for me. If I move towards the middle, I fall into a hole. The middle of the 2 separate air chambers has NO support. If I or my girlfriend move towards the middle at all, the sagging becomes so bad that we both wake up with severe back pain.
We have tried many combinations of settings, high, low, middle, and even with both sides on a higher setting (which is too firm for either of us). There is a sag in the middle. There is a center foam piece that separates the 2 air chambers, and it seems that it is just not providing any support at all. When we move too far to the center, it just collapses and doesn't hold up the edges of the air chambers. I don't know if a stronger or bigger piece of foam would help, or if there is a single chamber option (which would require us to use the same number for the whole bed, but would be better than sleeping in a hole!).
I have not yet contacted service/support with Sleep Number - was actually researching to see if others had this same issue when I found this site. I am hopeful that Sleep Number will stand behind their product, and I am encouraged by the responses I have seen here - and by the 2-year defect warranty, for which I am still eligible.
Hi Troy, thanks for taking the time to make us aware of this. I'm sorry to hear about the trouble you've had with your p6! Troubles with the center of our beds are pretty rare, but we do have some solutions we can look into for you.
All I'd need to get started is for you to reply to this message with the name and address we shipped your bed to and we can get to work on this for you right away.
I look forward to having the chance to talk with you soon, Troy!
Sincerely,
Alan S
Reviewed June 9, 2014
My wife and I purchased a sleep number bed from Tarik ** at the Santa Anita location. We were worried about spending 5,000 on a bed. We expressed our concern and he told us repeatedly, "There is no risk to you. If you don't like the bed, you can return it in 100 days." Using any reasonable man standard, being told that there is "No risk" on spending the money, this means we can return what we purchased.
After a few months with the bed, we called to ask to return what we purchased and we were referred to the return policy which says they will not take the base back. The base is the majority of the 5k spend. This is simple fraud. We are prepared to take them to court due to breach of this verbal contract, but would prefer they just honor Tarik's word.
Reviewed June 7, 2014
My elderly parents bought a SN bed. Immediately, they found the remote controls too difficult to use. After several attempts by me to teach them how to use it, I purchased the old type hard wired pump and controls. It connected up fine and worked fine. (I have this style on my 10-year old SN bed and it is foolproof). Customer service was worthless as friendly voices told me to look at troubleshooting videos. I did. No good. So, SN said they would send over a set of mattresses, and after I paid $180 for a service call, I was told that the tech would come see what the situation is as soon as the mattresses arrive. The mattresses arrived today, 6/7/20, but the tech can not come until 6/20/14. That is totally unsatisfactory.
My elderly folks are left dangling with a bed they find uncomfortable and need expert advice NOW. Also, I could never advise anybody to buy a SN bed with remote controls. The world is full of quirky remote controls and I am sick of them. I REALLY LIKE my old school hardwired controls SN bed with the foolproof gauge and up button and down. But back to my real gripe. The SN beds are very expensive but once sold I feel emergency customer support needs to be included. I am very angry.
Hi David, thanks for taking the time to let us know about this. I'm sorry to hear about the trouble your parents are having with their remotes! It's rare for one of owners to have trouble with our remotes, and, when they do, we can typically help walk them through the guide for their remotes so they can learn the various functions available to them. We're glad to hear we were able to schedule to have a technician come out to help see what the trouble is so they can work to resolve this for your parents, but we're sorry to hear we weren't able to schedule an earlier date to come out and look into this for you. If you'd like me to take a look and see if we have an earlier date available, I'd be happy to do so. I just need you to respond to this message with the name and address we shipped your parent's bed to so I can locate their file. Then I can get to work on this for you right away. I hope to have the chance to talk with you soon, David! Sincerely, Alan S
Reviewed June 7, 2014
I purchased my Sleep Number i8 bed in February 2014. Honestly, I was sold on Sleep Number before I walked in the door. I had a dozen friends/family who LOVED their beds. I'd watched all the infomercials on QVC, trolled their website for days and days dreaming of this new bed. I'd had some mild back pain for a couple of years off and on and I was convinced our 13 year old inner spring was part of the problem so I was beyond anxious to get this new bed. My husband even wanted to throw in the adjustable bases since we were already dropping so much money, why not go all out?
The bed was delivered mid-February & we had them haul off our inner spring since I was completely sure I was going to love this bed like all of my friends who also had back trouble. First two weeks were very rough and most ended with me on the couch. I started my number higher and slowly brought it down every few nights trying to find a comfortable position. My back was actually hurting worse unfortunately. I visited the store two more times--tried out other models in the store, switched pillows, got a between-the-knees support pillow. I will say that Sleep Number has knowledgeable and well-trained employees who truly wanted to help me. The corporate office even contacted me several times to discuss possible solutions to my inability to sleep on this bed. We tried for the full 100 days to get to a comfortable position--raising heads, raising feet, adjusting the number. I simply could not string together more than 1 or 2 night of restful sleep with this bed.
I'm a side sleeper and I never felt like this bed conformed to my body--particularly above my hips in the waist area. I actually started seeing a physical therapist in this time frame as well because I simply believed my back pain was worsening from something else, not the bed. I tried a massage therapist many times too to help work out the tightness and kinks I seemed to be accumulating.
Ultimately, I couldn't keep a bed this expensive when I just couldn't sleep on it. I actually dreaded going to bed every night because I had no clue if I would actually be able to sleep. We returned the bed on day 99 (so there was no doubt we gave it a full tryout) and my husband packed it up and shipped it back to Sleep Number. I don't know why I was so naive but seeing the bed deconstructed really surprised me. It was some foam edging, a light padded topping and then just an airbed--not much different than the one we use for overnight guests. A very expense and uncomfortable airbed. I was just so completely sold on the magic of the sleep number, I was surprised it simply would not fit for us.
Unfortunately, we made the mistake of purchasing the bases as well which are completely non-returnable. In hindsight, I wish we had not made that part of the purchase because now we are stuck with them. But again, it never even occurred to me this bed would actually give me worse sleep than our old inner spring so throwing in the base seemed like a good idea at the time. We now have a Tempurpedic Cloud Supreme Breeze and I am amazed at how much better I'm sleeping overnight (no pun intended). It conforms to my body and it is actually cooler than my Sleep Number (I had many nights, as did my husband, of sweating heavily in our Sleep Number but the Tempurpedic is amazingly cool). The Sleep Number is NOT for everybody and it just wasn't right for MY body at all.
Hi Shannon, thanks for taking the time to share this with us. I'm sorry to hear our bed wasn't a fit for you, but you're right: The bed isn't perfect for everyone. Our beds are actually much more sophisticated and intricate than just a regular blow-up mattress. There's a lot of technology and consumer insight that goes into making our beds.
We're glad to hear you found a mattress that fits your needs a bit better, and we want you to know that you can certainly continue to use your adjustable base with your new mattress, assuming they are the same size.
If you ever have any other questions or comments we can help with, just let us know. We hope you have a great day, Shannon!
Sincerely,
Alan S
Reviewed June 7, 2014
I purchased a Sleep Number bed about 45 days ago. The Sales Agent informed me that I had 100 days to sleep on a the bed, find my appropriate number, and if not completely satisfied to return the bed. The Sales Agent did NOT inform me I would be losing over $800 if I choose to return the bed! I cannot believe this company and how they scam their customers. They advertise wanting to make their customers happy and sleep better, but all this bed has done is cause heartache! I am not comfortable, waking up multiple times throughout the night, and hardly sleep because the bed is so uncomfortable! Now the unreasonable, ruthless Sleep Number company wants to steal over $800 from someone who gave the company a chance in the first place. I will NEVER give Sleep Number any of my business, and I will make sure friends, family, coworkers, and anyone I converse with is aware of how Sleep Number does business. It's a shame we can't trust companies anymore! Disgusting!!
Reviewed June 6, 2014
The foam topper started falling apart, after the bed itself sagged in the middle. My complaint -- so after talking to the so called expert trained well I might add I talked into using the warranty to find out after 2 years it's prorated and the new ice of 2 inch foam was $58.00 plus shipping. After looking online, I saw that I paid full retail and shipping! So they made more money. The bed still sags and I wouldn't waste my time arguing with trained professional people who care nothing as far as customer service, and care nothing as far as their crummy Foam that fell apart after 2 year, Overall. Find a better product and pay more if need be, even though this one is way way overpriced!! Sad.
Hi Laura, thanks for sharing this situation with us. We're so sorry you're having trouble with your foam comfort pad! Defects in our beds are rare, but the majority of the ones that do occur tend to be found and reported in the first two years of use, which is why we fully cover replacements due to defects during that period. We still cover the majority of the cost for any replacement due to defects well after the first two years, and our records are showing that your current warranty discount was applied to your new comfort pad when you placed your order. If you have any questions about your warranty coverage or would like a copy of your invoice to review, please just send us a message to let us know and we'll be happy to get that information for you right away. Have a good day.
Reviewed June 5, 2014
Bed was delivered on 5-22, called store, unhappy with the hole I was sleeping in. Left 2 messages before someone called back. Since the 5-26, I have made over 10 phones, have a page and half of documentation and as of today, the problem has not been resolved! Oh, let's not forget today, I have to wait 3 hours in hope they fix the problem. I Did NOT buy a floor model or last year's model. I spent almost $10,000 on this mattress from hell!! I had no idea when making this large purchase, I would have to wait so long to have the problem resolved. Today, they assume they know what the problem is maybe because they have so many problems??? So, so unhappy with this product, customer service and empty apologies. The salesman tells me his hand are tied and I have to deal with customer service. Funny, when taking my credit card he never mentioned that.
Thanks for sharing this situation with us, Cheri. We're so sorry you're not enjoying your bed right now! Our Sales team is happy to answer any general questions or concerns about the products you order from us, but we ask you to get in touch with our Customer Service team about situations like this one because we have access to the systems and information needed to find the cause of the issue you’re having with your bed and provide a solution to take care of it.
We reviewed your file and it looks like the solutions we sent out to you after hearing from you on 5/29/14 should have been installed for you yesterday. If you're still having trouble with your bed, please send us a message to let us know and we'll be happy to continue working with you. Have a great day!
Reviewed June 4, 2014
This is our Fourth sleep number bed and we have loved them all. We just purchased our I8 King. Two days after delivery, we received an inner circle offer with a savings of $644.99 off our price. Since the store had our record, we feel they should have mentioned this offer coming up. We would have waited 8 days.
Hi Sheila, thanks for taking the time to let us know about this. We're sorry for the trouble you had with our current promotion and receiving an Insider's offer so soon after buying! Our Sales Representatives aren't made aware of future promotions and discounts, so this isn't something they could have let you know about. The good news is that we offer a 30 day promotion match so you can be certain of receiving the best price available. Just give our Customer Service Team a call within 30 days of purchasing the bed and we'd be more than happy to honor that Insider's discount for you. Customer Service can be reached at 1-888-411-2270 from 8AM-8PM CST, M-F and 8:30AM-5PM on Saturday. We look forward to talking with you soon, Sheila!
Sincerely,
Alan S
Reviewed June 4, 2014
We went to the Sleep Number Store in Green Bay, Wis. We are so impressed!!! First was Blair **, he is amazing!! Showed & told us all we needed to know and more. Was so nice to talk to & has such a wonderful personality. You have a rare gem with him!! Then the Sleep Number Beds WOW!! The FIRST time in 4 yrs, I was able to lay on my back flat with NO PAIN. (I severed my backbones in a work injury 4 yrs ago, Fibromyalgia, diabetic neuropathy, chronic pain & more) My sleep number is 40 and My Hubby he almost fell asleep in it & he is not a back sleeper. (He has Parkinson and gets very limited quality of sleep.) His sleep number is 50. We rated our sleep quality at 3 (from 1 - 10) in the bed we have now. (which I sleep in a recliner)
I won the 5p Queen sleep number bed in your Sleep Better Chat for May 2014. We are so Happy (I have cried many tears of Joy) Cant wait to receive. The only thing we wished we could afford was the Sleep Number FlexFit Adjustable Base. For our acid reflux we both have and the 0 gravity it offers is amazing. Living on disability just don't allow us to have that kind of money left over to save. But we will be going back to get pillows and the mattress cover. So if anyone is getting a Sleep Number Bed get the Sleep Number FlexFit Adjustable Base. And check out their pillows. They are like no other. I am sure I will be writing again after we have the Bed for awhile. THANK YOU SLEEP NUMBER YOU HAVE MADE THE REST OF OUR NIGHTS & DAYS THE BEST!!
Thanks for taking the time to share your experience with us, Linda. We're so glad you were able to not only take part in, but win a new p5 as a part of our May Sleep Better Chat! We just know you're both going to love the bed and the better sleep it brings.
We appreciate your feedback, and we'll be sure to pass your comments about Blair from our Green Bay store on to his area manager so he can receive the kudos he's earned.
If you ever have any questions or comments for us in the future, just let us know.
Phone: 1-800-472-7185 (8 AM - 8 PM CT M-F, 8:30-5 CT Saturday)Live Chat: http://bit.ly/SNChat (7 AM to 11 PM CT every day)
Email: customerservice@selectcomfort.com
Facebook: www.facebook.com/sleepnumber
Have a great day, Linda!
Sincerely,
Alan S
Reviewed June 4, 2014
I bought a Sleep Number bed with an adjustable base at the end of November 2013 from the Sleep Number Bed Store in Columbus, GA. It did not work properly and at first I thought it was user error. However, over time, I sorted out one side rises and one does not. The Sleep Number Store was quick to tell me not to use the remote for the base as that could damage their mattress and since they don't make the base, they were ever so happy to push me off to a different company (Leggett and Platt) who has FAILED miserably to sort the problem. We've had a new remote sent, I've had a technician come twice and I've crawled under the bed multiple times to "sync" the bed. Tonight the bed failed again. It's just a problem that new parts, motors, and new remotes hasn't sorted. I'm very frustrated that I paid this much for a bed that has been broken more than it's been used!!! A complete waste of my time and money! I would NOT recommend it at all!
Thanks for sharing this situation with us, Barbara. We're so sorry you're having trouble with your adjustable base! We really want you to enjoy your bed and we'd love to take a second look at your account to see what we can do to help you with this situation. If you'd like us to look into this for you, please send us a private message and we'll get started right away. We hope to hear back from you soon.
Reviewed June 2, 2014
Sleep number changed out the foam on bed, sent me new and I replaced them, but still have a sore back and can't find my number for comfort. Went to the store and Sleep number agent checked the number, told me it was $55, that is too hard for me. So I am playing the numbers game every other night.
Hi Jeanne, thanks for taking the time to share this with us. I'm sorry to hear about the trouble you're having getting comfortable in your bed! It's important to us that all of our owners are sleeping comfortably, which is why we offer a team of comfort specialists through our Customer Service Team who specialize in helping our owners who are having a tough time getting comfortable start loving their beds. Often making some small changes to the setting you sleep at, or some small tweaks to the bed, can lead to big changes in comfort. Customer Service can be reached at 1-888-411-2270 from 8AM-8PM CST, M-F and 8:30AM-5PM on Saturday
We hope to have the chance to talk with you soon, Jeanne!
Sincerely,
Alan S
Reviewed June 1, 2014
We purchased this bed about 3 weeks ago due to my husband having back issues. We have had nothing but problems. My husband side deflated in the first 36 hours. We called and was told 150 dollars for someone to come look at in a week and a half. They eventually sent us a new air chamber for us to install ourselves. May work we aren't sure as now the sides won't raise or lower so he can't sleep in the bed.
Called Sleep number again and we're told we needed to contact company that sells the flex fit base but not open until Monday (said probably needs new motor). Only have had in my house less than 3 weeks! Wish to return but like others we weren't told about being stuck with the $3000 base and owing shipping fees. Yes, in the small print when you read at home but trust salespeople when they say can return after 30 days for full refund. A really expensive lesson and I know my friends, coworkers, family will be hesitant to purchase based on my experience.
Hi Patty, thanks for taking the time to let us know about this. I'm sorry to hear about the trouble you've had with your bed! Defects like you've mentioned are rare, especially this soon after delivery, but I'm glad to hear you've been in touch with our Customer Service Team and they have a new air chamber on the way for you.
I'd like to have the chance to look into your file and see where we are with having Leggett and Platt, the manufacturers and warranty holders of our adjustable bases, come out and service your bed for you. All I'd need in order to get started is for you to reply to this message with the name and address we shipped your bed to and we can get to work on this for you right away. I hope to have the chance to talk with you soon, Patty!
Sincerely,
Alan S
Reviewed June 1, 2014
We have had a queen size Sleep Number for 8 years. We decided to move up to a King size Sleep Number because my husband and I both had started having some pain with our older bed. Let me tell you not near as much as the new one after the 1st day. We now have only had the bed 3 days. The bed was brought out and not put together properly so while my husband was on the phone I had to go through the entire setup so bending over the floor did not help at all. The bed is not at all like the one we laid on in the store, it is hard no matter what number we put it on.
After the second day I cannot hardly walk. I was mad enough that my bed was not set up correctly the first day but for it to be this hard it's terrible. No one will help us, and again no one told us at the store that we could not return the adjustable base and they want us to pay for them to pick it up. We were also told that we had 100 days to try it out and we could return it if it did not work for us, period - nothing about only the mattress return. I called them today knowing I was going to have to make an appointment at my orthopedic on Monday and told them to come and get it. All of it. They did not offer anything I mean nothing no help as I was crying in pain, not the store or customer service.
All I can say is your quality and customer service has changed. Which do you think someone would want a mattress that someone had owned or a $2900 adjustable base that had only been used for 3 days? Mall of Georgia Store is fast talking, high sales then no help. Customer Service is scripted the same for each person. TERRIBLE AND IN PAIN. DIDN'T EVEN OFFER TO MAKE ANYTHING BETTER WITH THE DELIVERY OR BED AND WHAT IT HAS DONE TO MY BACK NOW IS GOING TO COST ME. I WILL BE SPEAKING WITH AN ATTORNEY!
Reviewed May 31, 2014
We purchased the i-8 Flex Top King and received it 3 weeks ago. It has been the worst sleep and the worst purchase experience I have ever had. I woke up with severe neck pain around the 4th morning. I stopped by the store after a few days of suffering and was told to try raising the head of the bed when I sleep. I tried that for about a week and am still in pain. I've never had any problems sleeping on any other mattress but this is a nightmare. We paid $8000 for this bed, more than I paid for my first car. At this point I'd be more comfortable sleeping in a car.
I called customer support and they are going to send me something to put under the air chambers but we are also having problems with the bed not raising and lowering properly. Someone from customer support was supposed to look into the problem and call me back yesterday, but I have yet to hear from anyone. Between the lack of customer service and the pain and discomfort I'm having, my husband and I decided we want to return the bed. When we purchased the bed, we were reassured by the salesman that there was "no risk trial period" and if we didn't like the bed, we had 100 days in which to return it.
At no point was I told by the salesman that we could not return the $3000 adjustable base and that we would be responsible for disassembling and shipping the bed back. I discovered all of this when I stopped into the store to talk to someone about returning the bed. She reassured me that the salesman "must to have told me" because it's in the paperwork. I was with my husband and two friends when we bought the bed and it was not explained to us that we would not be able to return the base and we would have to pay to return the bed. We were led to believe by the salesman that we could try the bed out with absolutely no financial risk.
After reading the reviews on this website, I see we are not alone. I would never have purchased this bed if I had known that I would be stuck with the base and cost of return shipping. I'm in so much pain and haven't had a decent night's sleep in 3 weeks. I'm so sad and even more frustrated after reading the comments here about all of the other issues that can go wrong with these beds. It seems clear that Select Comfort is not at all about customer satisfaction but is instead about misleading customers and taking their money.
Hi Kristy, thanks for taking the time to share this with us. I'm so sorry to hear about the trouble you're having getting comfortable in your bed!
We agree, understanding the terms and conditions of any big purchase is important, and we know it can be tricky to keep track of the specific terms and conditions when you're discussing a bed, bedding and bases with our representatives. That's why we make sure to offer the terms and conditions of the sale at the counter in all of our stores, on the back of the receipt you would have signed at the time of purchase, and right on our website along with the terms of our 100 night in home trial. That way, all of our new owners have a chance to look over those terms and conditions and get in touch with us with any questions or concerns before the bed is delivered.
I also want you to know that I'm very confident that the comfort kit our Customer Service Team is sending out will resolve the comfort trouble you're having and get you loving the bed in no time.
If you still haven't heard back from us regarding the concerns you have with your adjustable base, please feel free to reply to this message with the name and address we shipped your bed to so I can locate your file and I would be more than happy to look into this for you right away.
I hope you're having a good day, Kristy!
Sincerely,
Alan S
Reviewed May 30, 2014
I went to the Sleep Number store on behalf of my 80-year-old mother-in-law today to purchase a FlexFit 3 for her queen Sleep Number bed. Once everything was all rung up, I was handed the "paperwork" and the salesperson informed me that this was a "final sale" and no returns would be accepted. Between my mother-in-law and my husband and I, we have purchased 3 Sleep Number beds in the last 9 years and are pretty happy with them (with exception of those stupid remotes that we have replaced 2 times). I was shocked that the purchase of a FlexFit is a final sale - who does that these days? After discussing this with the 3 people who worked at the store, who all strongly encouraged us to continue the purchase, they agreed that as long as we didn't take delivery, we could cancel the order. Now we need to decide do we spend $2000 and take a risk or do we cancel the order. At this point, after reading the reviews on the site, we are leaning towards canceling the order. Any advice would be helpful.
Reviewed May 30, 2014
I first purchased a queen Sleep Number bed in 2001. I loved the bed and had only a few issues and Sleep Number always took care of them. Started having mold issues and was told that it was because it did not have the new technology so we decided to get a new one. My first one was $1200.00, money well spent, and I always raved about how great it was to everyone. My husband has had both hips replaced and we thought this would be good for him. We bought the adjustable queen bed. We have had to have it worked on 4 times and still having issues. I mistakenly thought that during the 100-day policy if we did not like the bed we could exchange it. I come to find out the adjustable base cannot be returned. We did not know that.
The top half of the bed keeps shifting to the right if you are facing it. It got so bad after the third time they came out that my husband fell out of the bed onto a table his CPAP machine was on. He is now having back problems and is back in rehab. Thank God he did not damage his hip. We stopped using the adjustable part of the bed after the first month thinking that was the problem but still had issues. At this point, I would like to go back to the Sleep Number bed I had before and am sorry we spent the $4000.00 we did on this one.
My husband is on disability and we can't afford to replace the bed. I just want it fixed. Each time someone came out, we got a different story of what was wrong with it and were assured it was now fixed. Once again, it looks fine when they leave and within a week, it starts to shift to the right and my husband's side is starting to hang over the edge. I don't want him getting hurt. I'm tired of having to call customer and having to go through explaining this over and over, then take time off from work for them to come work on it. I hope this can be resolved.
Hi Bernadette, thanks for taking the time to let us know about this. We're sorry to hear about the trouble you're having with your new bed and adjustable base! We agree understanding the terms and conditions of any major purchase is important, which is why we make sure to offer the terms and conditions of the sale at the counter in the store, on the back of the receipt you signed at the time you purchased the bed and right on our website. That way, our customers have a chance to read through those terms and conditions and get in touch with us with any questions before the bed arrives.
It's important to us that all of our owners are sleeping comfortably in their bed, and I'd be more than happy to look into this for you and see what I can do to help resolve this for you. All I need to get started is for you to reply with the name and address we shipped your bed to so I can locate your file and I can get to work on this for you right away.
I hope to have the chance to talk with you soon, Bernadette!
Sincerely,
Alan S
Reviewed May 30, 2014
I have had my sleep number bed since 2006. My air mattress was punctured from a loose screw that somehow came half loosed. I walked into a mall location (Culver City Ca.) and spoke with the store manager about replacing the mattress. Upon looking up my account he told me that I was still under warranty and everything would be free, all I have to do is call customer service. I called customer service and explain my situation and they told me that my warranty was prorated and that it would cost $81.00 dollars plus tax and shipping. After being told something different, I was very upset and wanted to speak to a supervisor in which I was told that none was available, so I waited two weeks (hoping my anger would subside) and tried again. This time they insisted that they told me it was $84 dollars plus tax and shipping. I was treated as if I made up the whole story and they made me understood that in an indirect way. Nevertheless, after much, much, spirited conversations, I paid a total of $88.29 inclusive of tax and shipping. I was spoken to in a very disrespectful manner time after time again. They got their money, but they have lost a customer. Never again.
Hi Juan, thanks for taking the time to let us know about this. I'm so sorry for the trouble you had with your bed and for any confusion on the terms of your warranty! Defects in our bed are rare, but the ones that do occur are most often found and reported in the first two years of use, which is why we fully cover any replacements due to defects during that period.
It sounds like you've owned your bed a bit longer than that and you’re now in the prorated portion of your warranty, where we're still covering the majority of the cost for your replacement. I'd be happy to look into this for you and make certain you received the full warranty discount for your new air chamber. All I'd need in order to get started is for you to reply to this message with a private response and include the name and address we shipped your bed to so I can look up your file and I can get to work on this for you right away.
I hope to talk with you soon, Juan!
Sincerely,
Alan S
Updated review: June 5, 2014
I'm still a fan of Sleep Number and when we get a king I'd like it to invest in a Sleep Number bed. I hope this fix does the trick. I'm extremely happy with the response I've received so far from Sleep Number.
Original Review: May 29, 2014
We purchased our Sleep Number bed about 8 years ago and had many years of blissful, refreshing sleep. The last 1.5 years though has been a different story. The remote control display slowly gave out until we could no longer read the numbers and sides of the mattress have been collapsing. We called about 8 months ago and spoke to customer service and they suggested we purchase new foam for the sides at the warranty prorated price of $20. We also purchased another motor with a wireless remote (that was much quieter) for $55. Not bad! We got our new goods and applied them to the mattress. Ah, we had our old mattress back. Fast forward 6 months later and the new foam sides started to break down again. FWIW, my husband is 6 ft, 200lbs and I'm 5'8ft and 170lbs. Now I don't sleep as well and wake every morning stiff and achy all over. Do I buy a new one or keep pumping money into the old one? My husband and I are now trying to decide if we get another or buy something else. I have truly enjoyed the good years with this mattress but now I'm gun shy about purchasing a new one.
Hi Sharon, thanks for sharing this situation with us. We're sorry you're having trouble with your bed again! It's unusual for our side walls to break down, especially as quickly as you mentioned in your review, and we'd love to learn a little more about what's happening with your bed to see how we can help you. If you'd like us to work with you on this, please just send us a reply to let us know and we'll get started right away. We hope to hear from you soon!
Reviewed May 29, 2014
Purchased the bed, it does not function properly. It has caused me a lot of pain as a result of the bed not holding air or randomly changing pressure (sometimes it's 05, and sometimes it's 75). I wished to return it; however, their refund policy does not cover shipping nor cover other items. Many items were conveniently not told us when we purchased, and we trusted our sales associate. I've had the bed less than 2 weeks. Because of their refund policy we are losing over $500 of our original purchase (on a defective product). I plan on starting a class action complaint as I've read many other reviews with the same problem. I've already spoken with an attorney and will commence my action in the next month.
Reviewed May 28, 2014
We've had our Select Comfort King sized bed for around 7 years and bought it just knowing it would be the last bed we ever bought. It has never been as comfortable as any of our other beds no matter what number I put it on. I had been having some back pain on some mornings and finally checked my number. It would be 30 or 40 points lower than I normally sleep and I'd inflate it back up. After having to do this multiple times, the controls finally got to where I couldn't even tell what the numbers were. Now the pump won't inflate at all. I was told I would have to pay $131 and shipping to get a new pump since I still had a "partial warranty." I'm at the point where if it costs me more money to sleep, I'd rather just put that money in a new mattress and get rid of the Select Comfort. A bed shouldn't "break" and not be usable. I would caution anyone wanting to make a long term purchase as I did to stay away. They will break and you'll have to pay to get them fixed.
Thanks for sharing this situation with us, Matthew. We're really sorry you're having trouble with your bed and we'd be happy to take second look at your account to see if we have any other options to help you that haven't been explored yet. If you'd like us to start working on this for you, please send us a private reply with the shipping address your bed was originally sent to and we'll get started right away. We'll look forward to hearing from you!
Reviewed May 28, 2014
I have what was referred to as the Paul Harvey Bed when I purchased it. I have the wired unit. We have had problems in the past with the air pump and am on my second pump. My pump works great however the readouts seem to have disappeared which makes it hard to adjust the bed. I was told by one of the store representatives that since we are rural and have had issues with the electric to unplug my pump unless I needed to use it. Is there anything that can be done to get the readouts to correctly show?
I love my bed and even purchased a second for our spare room. The air pump seems to be my biggest problem. Thanks for your assistance.
Hi Amy, thanks for taking the time to share this with us. I'm sorry to hear about the display you're having with your remote, and I want you to know that we can help. We have a few options available to resolve your display issue, we just need to get you in touch with our Customer Service Team so they can look into the options for your specific bed. You can reach them at 1-888-411-2270 from 8AM-8PM CST, M-F and 8:30AM-5PM on Saturday.
For the issues you've had with your electrical systems, we always recommend using a surge protector with our pumps. This can help prevent damage to the pump on the off chance you should experience a power surge.
If you have any other questions we can assist with, please don't hesitate to get in touch with us again.
Phone: 1-800-472-7185 (8 AM - 8 PM CT M-F, 8:30-5 CT Saturday)Live Chat: http://bit.ly/SNChat (7 AM to 11 PM CT every day)
Email: customerservice@selectcomfort.com
Facebook: www.facebook.com/sleepnumber
Sincerely,
Alan S
Reviewed May 28, 2014
Our Sleep Number is only 7 years old. We have been having issues with it for the past 4 mos. and it has still not been resolved. Our bed has a headward sag, completely unrelated to body positioning. The company has refused to even view pictures of it as I keep telling them that it is not "typical" of a pillow top issue/body imprint. To appease them, I have religiously followed the "remedies" given by the company, with no success. I had hoped that it would last longer, seeming as we spent several thousand dollars on this bed. Yes, the warranty is "great", but only when you have certain issues and a company that is willing to work with its consumers.
Hi Keith, thanks for taking the time to share this with us. I'm so sorry to hear about the trouble you've had with your bed! Defects like you're mentioning are very rare, and we can typically identify the source of them with a short conversation and have any necessary replacement parts on their way to you in no time. Certain situations do require looking into them in a bit more depth, and I'd like to offer my assistance to resolve this for you. All I'd need to get started is for you to reply with the name and address we shipped your bed to and I can get started on this for you right away. I hope to talk with you soon, Keith!
Sincerely,
Alan S
Reviewed May 27, 2014
I am sitting here reading all these negative reviews and I just don't understand it? When we bought our Sleep Number King i8 in November 2011, we quickly realized it was one of the best purchases we've ever made. The warranty alone makes the bed a wise purchase. I guess people don't realize how much money you can potentially save over a 25 year period just by having a Sleep Number. Sure things happen, these beds rely on electronics. But most of everything we use these days is electronic and sometimes they need to be replaced or fixed. It's the price we all have to pay and we all just need to get used to it. And I've always had great customer service.
Everyone should always remember, you get more bees with honey than vinegar. I can say that since we've had our bed, waking up in the morning is a completely different experience than with a regular mattress. I feel refreshed and no aches and pains and all because of the Sleep Number bed. I dread going out of town because I know that I won't sleep comfortably. And because of this, I just went out yesterday to buy a second Sleep Number bed for my parents' home in Florida. We purchased the C2 (basic model). Sure it doesn't have all the bells and whistles than other beds they offer, but I know that when I spend a total of 2 months in Florida over the next year, I'll be happy and rested.
To add a little more about customer service, our new bed only comes with 1 remote and an additional one would cost $99. We simply asked the store manager to include an additional one with our purchased and they immediately contacted the regional director and within 5 minutes, a free remote was added to our order NO COST! We are so happy and thankful. I do recommend Sleep Number beds to friends and family anytime I have the opportunity, and everyone who's bought one after the recommendation has been completely satisfied!
Thanks so much for the kind words, Kristy. We really appreciate it. And, we're glad you're sleeping so well!
Reviewed May 26, 2014
Our Sleep Number bed is approximately 11 years old. The numbers on the controllers are no longer visible, but the lights do come on. Suggestions how to remedy this? Are these covered in the 20-year warranty? Also, I unzipped the top pad to check for mold, after reading other complaints. No mold, but noticed that the foam pads on top of the air bladders are torn. Are these covered in the warranty? Contacted the Sleep Train where we purchased the bed and was told they were no longer carrying the product. Referred to Sleep Number Store and was told they could not help us since we did not purchase bed from them. We would appreciate your help.
Hi Barbara, thanks so much for getting in contact with us about this! I want you to know that your bed would still be covered under the terms of our warranty, even if you bought the bed from a Sleep Train retailer. Defects like you're experiencing are rare, but we can get those resolved for you with just a short phone call to our Customer Service Team. You can reach our Customer Service at 1-888-411-2270 from 8AM-8PM CST, M-F and 8:30AM-5PM on Saturday. We look forward to talking with you soon, Barbara!
Sincerely,
Alan S
Reviewed May 25, 2014
I decided to unzip the mattress topper and see how the pads were holding up underneath. Low and behold, I'm shocked to see black mold growing on the air bladder. I'm completely shocked and disgusted and have no idea what to do to fix the problem. Buying a new bed is not in the budget right now. Help!
Hi Kristi, thanks for taking the time to share your concerns. We think it’s really important to know that while situations like this are rare, mold can affect any upholstered product under certain conditions.
Sleep Number is one of the industry leaders in using treatments that prevent the growth of mold or mildew in our products, and we’re happy to say that we've had no confirmed cases of mold in any Sleep Number® bed manufactured in or after 2005.
We stand behind the quality of our products and we invite you to give us a call at 1-800-451-6340 so we can help troubleshoot any issues you are experiencing. If you’d like to know more about the steps we take to protect our beds, just click the link below for more information.
Thank you and sleep well!
www.sleepnumberfacts.com
Sincerely,
Alan S
Reviewed May 25, 2014
There is BLACK mold on our queen mattress and it is really making us literally sick. It is under our foam pad. I called. They told me a few months ago there wasn't enough showing on the photo. They wanted me to replace it at my cost. It is BLACK MOLD!! Why should I have to pay for this?? The black mold has now started to get more widespread. I would like something done about this. It is now on our mattress pad as well! I would like to have a resolution soon.
Thanks for responding, Karen. I'm really sorry if you felt our previous response implied we took this situation lightly. We take any issues with our beds very seriously and we'd be happy to have one of our Product Experts give you a call to see how we can address this for you. Can you please verify the phone number you'd like our team to contact you at?
Reviewed May 22, 2014
My husband loves the i10, but I have a bad back every morning and I have changed the setting a lot. Just can't find the setting, the setting is good for about a week than it bothers me against. Don't know what to do?
Hi Jeanne, thanks for leaving a review on your i10 bed. We really want you to enjoy your bed just as much as your husband is, and we're happy to look into some solutions to get you sleeping better if you can give us a call at 1-800-472-7185 anytime from 8 AM to 8 PM CT Monday through Friday or from 8:30 to 5 PM CT on Saturday and ask for one of our Sleep Specialists so we can find out what comfort issues you're having and see what options we have available to help tailor your bed to better meet your needs. We hope to hear from you soon!
Reviewed May 22, 2014
When the bed arrived and was set up the top cover of the bed had impressions in it. After the two technicians left I put the bedding on the bed and filled the air chambers to 100% and there were impressions in the bed. I contacted Sleep Number and told them that the top cover had body impressions in it. They sent chamber lifts and the foam piece that covers the air chambers and told me to shake out the cover. This did not help. Now they are telling me that I have to purchase another mattress cover, it is not under warranty. It appears to me I purchased a defective mattress or one that was returned after being slept in. Do not waste your money or time with this company.
Thanks for sharing this situation with us, Stephen. We're so sorry you're having trouble with your bed! This sounds like a really unusual situation and we'd love to take a second look into this for you to see how we can help. Just send us a private message if you'd like assistance and we'll get started right away. We hope to hear from you soon!
Reviewed May 21, 2014
Has anyone else had trouble keeping their bed together? We have had trouble keeping them together. Sleep Number sent some snap type washers to keep them together... still hasn't helped. My husband and I are both disabled and are having trouble putting them together in the morning before we can make the bed.
Hi Judy, thanks for taking the time to share this with us. I'm sorry to hear about the trouble you're having with your bed and I want you to know I'm here to help. All I'd need to get started is for you to reply to this message with some more details on what the trouble seems to be so I can look into this for you in more detail.
I hope to have the chance to talk with you soon, Judy!
Sincerely,
Alan S
Reviewed May 21, 2014
My husband and I have had our dual Sleep Number bed for several years and we both loved it. Unfortunately, the pump/motor/remote stopped working. We've changed the remote battery and unplugged & plugged the system to an electrical outlet with no results. We know both the batteries and electrical connects are working. Is there a trouble shooting protocol or guide that we should follow to identify the root cause of the failure? Thanks for your help resolving this concern.
Glad to hear you're loving your Sleep Number bed, Mava. But sorry to hear about your situation with your remote. Have you had a chance to talk with our Customer Service team yet? If not, you can chat with us by clicking on the link below:
http://bit.ly/SNChat
Or, you can always reach us at 1-888-411-2270 from 8 AM to 8 PM CT M-F or from 8:30-5 CT on Saturday.
Reviewed May 21, 2014
I have purchased a queen size bed. It has only been 2 weeks and we hate it. The bed leans and anytime my husband moves to whole bed shifts around. Called sleep number to discuss if we could upgrade to a king to see if this would make a difference. Wasn't happy they wanted to charge us up to $500 just to return the queen (this does not include the difference for the upgrade). On top of that we purchased a headboard that hasn't arrived yet and we cannot return it. Plus if we were to upgrade we cannot continue our 100 day trial. Don't understand this at all! They will make a profit if we upgrade but will not take a queen size bed and headboard back without a charge? I am not pleased with this experience at all and we will be returning this product and taking our business elsewhere.
Thanks for sharing this situation with us, Allysia. We're so sorry you aren't enjoying your bed! We reviewed your file and it looks like one of our Case Managers was able to find a solution to take care of this issue for you earlier today. If that isn't correct or there's something we missed, please reply to let us know and we'll do our best to get you in touch with someone who can help. We'll look forward to hearing from you!
Reviewed May 20, 2014
We like the mattress but when it developed a leak, I found out you have to order and pay a substantial amount for a new one plus shipping and handling. A rip off when you consider how much you pay for the original "system". After all... it is only an air mattress. Not worth the cost and aggravation.
Hi Susan, thanks for taking the time to share this with us. Defects in our bed are rare, but the ones that do occur are most often found and reported in the first two years of use, which is why we fully cover any replacements due to defects during that period.
It sounds like you've owned your bed a bit longer than that and you’re now in the prorated portion of your warranty, where we're still covering the majority of the cost for your replacement.
I'm happy to look into this for you and see if we have any other options I can offer to help resolve this for you. All I need to get started is for you to reply with a private response letting me know the address we delivered your bed to so I can locate your file.
I hope to have the chance to talk with you soon, Susan!
Sincerely,
Alan S
Reviewed May 19, 2014
I think I am at the point that my next bed will not be a Sleep Number. We have had our bed since 2006 and the pump keeps breaking down. We have gone through numerous pumps only to be told after the last replaced a year or so ago that the "older" pumps weren't good??? Ya think?! Then let's look at the foam. The foam around the bed is collapsing so the bed sinks on the sides. Called Sleep Number several times and they want to charge for it as opposed to just replacing it! We have purchased foam from friends who were selling theirs and had extra foam. Pillows... where to begin. Purchased their pillows in 2006 and loved them. It finally wore out in 2012. So I bought new ones and they were awful. Exchanged the pillow for another model and the same. They both flattened out in a matter of 45 days. Then the store wanted to hassle the return process!! Over it!! Apparently, Sleep Number isn't customer driven at all!!
Hi Denise, thanks for taking the time to share this with us. I'm so sorry to hear about all the trouble you've had with your bed and I'd like to offer to help. All I'd need in order to get started is for you to reply to this message with some more details on the trouble you've had with your bed and I can get to work on this for you right away.
I hope to have the chance to talk with you soon, Denise!
Sincerely,
Alan S
Reviewed May 18, 2014
Have owned our dual bladder (can adjust each side separate from the other), queen size for about 10 years. Have had ZERO problems. I have an injury to 4 discs in my back between L2 & S1 and this is the only way I can actually sleep. I use a relatively low number (30-35 on personal bed, but that number varies slightly on other models). When I get out of bed, my side looks kinda like a hammock...but that's the setting I like! On vacation, we even seek out Raddison hotels who generally carry Sleep Number beds in their rooms. Wife and I are very pleased and IF, for some unknown reason, we needed a new one, the decision would be easy - to get another Sleep Number bed.
Thanks for taking the time to share this with us, Frank. I'm so glad to hear how much you're enjoying the bed and that it's making a difference in the way you sleep! If you ever have any questions, or just need some more information on your bed, please don't hesitate to get in touch with me here.
I hope you have a great day, Frank, and keep sleeping well!
Reviewed May 17, 2014
Ever since I owned my Sleep Number bed, I had an issue with the foam topping ripping. They replace at least 4 times. As I phoned the company today to tell them about the issue they said since my warranty is up, they would have to charge me for a replacement. I could see if this just happened. But not with a reoccurring issue. Very dissatisfied.
Hi Dawn, thanks for taking the time to share this with us. I'm sorry to hear about the trouble you've had with your topper pad foam tearing! Defects in our bed are rare, but the ones that do occur are most often found and reported in the first two years of use, which is why we fully cover any replacements due to defects during that period.
It sounds like you've owned your bed a bit longer than that and you’re now in the prorated portion of your warranty, where we're still covering the majority of the cost for your replacement. I'd be happy to look into this for you and see what other options we can provide to get this resolved for you. Simply respond to this message with some details on where the tear is located and I can get to work on this for you right away.
I hope to talk with you soon, Dawn!
Sincerely,
Alan S
Reviewed May 16, 2014
Have had problems with a sag in my Sleep Number Bed. Did a satisfaction on the product. As a result of satisfaction report Jessica called me to discuss the report. She was so courteous and friendly besides being professional at all times. We did an assessment of the problem and as a result Jessica and I were able to discover the problems. She was right on with her assessment and was able to resolve the problem. She should be credited with her abilities and is certainly a credit to Sleep Number. Her overall score should be greater than a 10. Thank you so much Jessica. Enjoyed our interaction and results.
Hi Ronne, thanks for taking the time to share this with us. I'm sorry to hear about the trouble you had with your bed, but I'm glad to hear that Jessica was able to be so much help with getting to the bottom of the trouble you were having with your bed sagging! We'll pass on your comments about your interaction with her to her supervisor so she can get the kudos she deserves.
If you have any other questions or concerns we can help with in the future, please don't hesitate to let us know.
Phone: 1-800-472-7185 (8 AM - 8 PM CT M-F, 8:30-5 CT Saturday)Live Chat: http://bit.ly/SNChat (7 AM to 11 PM CT every day)
Email: customerservice@selectcomfort.com
Have a great day!
Sincerely,
Alan S
Reviewed May 15, 2014
We purchased a Sleep Number mattress for $3300.00 in November 2011, after a year it begin to sink in the middle. Once we complained they sent a replacement part and had a technician came out to repair it. The technician advised us that we needed larger boards underneath to support the mattress. Even with the larger boards there is still a small noticeable sink in the middle. Recently we noticed a tear in the mattress cover. After calling to complain, we were told we had to pay another $270.00 to have the part replaced. We have bought many mattresses in our lifetime but have never experienced the problems we have had with this Sleep Number mattress. This experience has taught us that cost does not guarantee quality. We will never buy another Sleep-Number mattress or recommend one to friends or family.
Thanks for sharing your review with us, Sharon. We're so sorry you're having trouble with your bed! Defects in our bed are rare, but the ones that do occur are normally found and reported in the first two years of use, which is why we fully cover any replacements due to defects during that period. It sounds like your bed is a bit older than that now and you’re currently in the prorated portion of your warranty, where we're still covering the majority of the cost for your replacement.
We'd be happy to take a second look at your account to see if there are any options we haven't already discussed with you to get you sleeping well again. Please just send us a message back if you'd like us to work with you and we'll be happy to get started. We hope to hear from you soon!
Reviewed May 14, 2014
The base has cracked twice on my bed bought three years ago. I went called the 800 number the first time and was sent a replacement base, I had to pay someone to come in and lift the mattress because my husband is disabled. The second time it cracked, we called the 800 number on 4/17/14 and explained we would like someone to come out and take a look at it and put the new base together, because we physically can not. We were told by Gary (who would not even give us his last name) that the only way a technician could be sent out is if we paid $179.00. WHAT? I should not have to pay a second time for assembly for a faulty product. Meanwhile the bed looks caved in and I have a backache every morning from trying to keep myself in the same spot all night. I am so sorry I bought this bed.
Hi Madelene, thanks for taking the time to share this with us. I'm sorry to hear about the trouble you've had with your bed! We intentionally make our beds very easy to troubleshoot so we can walk you through the process over the course of a short phone conversation and have a new part on the way to your door in less time than it would take to have a technician come out and troubleshoot the bed.
We'd like to have the chance to look into this for you further and see if there are any other options we can offer to help get this resolved for you. All we'd need in order to get started is for you to reply to this message and we can get to work on this for you right away.
We hope to talk with you soon, Madelene!
Reviewed May 14, 2014
Have had my bed since 2006 and I can't get my bed to raise or vibrate. Tried everything and it still don't work.
Reviewed May 13, 2014
OMGosh, where do I begin? First of all, my husband and I paid over $6k for the bed. The ads are so misleading stating "mattresses start at $699". We paid extra for the so-called "wall hugger". It doesn't come close to hugging the wall and you will have to reach out about a foot to reach your night stand. The mattress feels like you are simply sleeping on an air mattress. The controller stops working constantly and you have to take out a battery and replace it for it to begin working again. The bed will not stay stationary and will hitch onto your headboard. Our headboard would raise with the control then suddenly just drop.
My husband is disabled and we purchased this bed with the hopes of making him more comfortable. Instead it has been a nightmare for him being lifted and then suddenly dropped like a ball to the floor. You cannot return this bed! Once you purchase the motor, you own it for life! Trust me. Also, good luck with customer service. You have to pay $180 up front for anyone to come out and then they decide whether it was your fault or theirs and then they may or may not refund the $180. In our case, they did refund the money because it was so obvious that the issues we were having were clearly not our fault.
Oh, and one of the guys that came out announced that he was "retiring on his sail boat starting tomorrow". No wonder!! This bed is such a complete and total rip off that I cannot even express nor contain my anger after spending so much money on this POS. My husband and I could ill afford this mistake as he is no longer able to work due to his disability and I am a full time caregiver. I could go on and on with the troubles we have had, i.e; if you fall asleep in an upright position; good luck finding the remote to get you into a sleep position. You will NOT be able to reach it on your nightstand with the so called "wall hugger". By far the worst purchase I have made in my entire life. Bar none. Trust me!.
Thanks for taking the time to share this with us. I want to take the opportunity to apologize for all the trouble you've had with your bed to this point! Defects and problems like you mention are very rare and I'd like to have the chance to help with this. All I'd need to get started is for you to reply to this message with the name and address we shipped your bed to so I can locate your file and I can get to work on this for you right away.
I hope to have the chance to talk with you soon!
Sincerely,
Alan S
Reviewed May 12, 2014
We have a had a Sleep Number bed for 10 years. It is wonderful. For people with back pain or acid reflux it is the only way to go.
Thanks for the kind words, Trudy. Glad you're sleeping so well!
Reviewed May 12, 2014
I love it. I want another but very expensive now.
Glad you love your bed, Marie! Follow @SleepNumberDeal on Twitter, or follow us on Facebook for regular offers and deals on Sleep Number beds!
Reviewed May 10, 2014
I've owned the bed for six years. It leaks, separates in the middle. One side of the adjustable foundation motor died. The warranty is just an option to rebuy the bed piece by piece. $5800 at time of purchase, approx six hundred in parts since. Junk bed for suckers with too much money. And that makes me a lollipop.
Hi Mike, thanks for taking the time to let us know about this. I'm sorry to hear about the trouble you've had with your bed! Defects in our bed are rare, but the ones that do occur are most often found and reported in the first two years of use, which is why we fully cover any replacements due to defects during that period.
It sounds like you've owned your bed a bit longer than that and you’re now in the prorated portion of your warranty, where we're still covering the majority of the cost for your replacement.
I'd be happy to look into this for you, and see if we have any other options to get this resolved for you and get you back to sleeping comfortably again. All I need to get started is for you to reply to this message with some details on what the trouble seems to be that you've had with your bed.
I hope to have the chance to talk with you soon, Mike!
Sincerely,
Alan S
Reviewed May 5, 2014
P5 with FlexFit King adjustable base - Wife and I purchased the above bed hoping that it would help with getting a better night's sleep. We only received the bed 1 week ago (April 26th) and just yesterday the adjustable base started causing problems. Wouldn't lower itself when using the remote to do so or thinking that that bed was flat when it was not. We have the split top new FlexFit mattresses so my wife and I can adjust the head of the bed to our liking without disturbing the other. Yesterday while changing the sheets, my side of the bed would not lower and then got all sorts of error messages. Went through the reset procedures that we were provided and it worked for about 20 minutes. Then the same thing happened. I know that we were told on numerous occasions that we have a 100-day in-home period that if we don't like it, they will come get it and refund our money.
What they DIDN'T tell us is that the adjustable bed frame is by another company and that if you return the bed, you CANNOT return the frame. The frame is from a completely different company (Leggett & Platt Adjustable Bases). We've called them and they have been brutal to work with. Very unhelpful and wanted to spout off how many other companies they made adjustable bed frames for. I was unable to sleep in my bed (only 1 week old) last night because of the inability to adjust it. The people in Legget and Platt's customer service are quite rude and if I can figure out a way to get rid of the entire bed and frame and not lose the large sum of money that I spent on this bed, I will do so. I will not recommend or speak highly of Sleep Number or their products going forward.
Hi Troy, thanks for taking the time to make us aware of this. I can't apologize enough for the trouble you are having with your adjustable base! Issues like you are describing are very rare, and we can typically resolve them for you with a short phone conversation, or, in more tricky situations, by having a technician come out to service the adjustable base.
I'd like to have the chance to look into this for you and see what I can do to help. All I'd need to get started is some more details on where we are in the troubleshooting process with the base. If you can replay to this message with those details, I can get to work on this for you right away.
I hope to have the chance to talk with you soon, Troy!
Sincerely,
Alan S
Reviewed May 2, 2014
We ordered an eleven inch thick mattress (Outlet Sleep Number 5000) and we could never find a way to measure our mattress' thickness to assure ourselves that we have the mattress we ordered. There were no specific labels on the mattress that indicated that we had the 5000. Our suspicions arose when looked at the mattress and it appeared shorter than expected and our existing fitted sheet appeared too large. Upon measuring the mattress per instructions on the internet and in Sleep Number's brochures, we found the mattress only was about nine inches.
Upon calling Sleep Number representatives we received explanations that range from "the mattress was 11-inches before the pattern was sewed in the top section", "you to take the measurements only when the Sleep Numbers are set a '100'" and, "just measure the mattress from its highest point to the bottom of the mattress". Our measurements of the thickness, regardless of which suggested technique used, never amounted to 11-inches. The Bottom Line is that we didn't get quite what we were expecting but the bed is acceptable. We just want to save others the consternation that we experienced when our bed was not eleven inches thick!
Thanks for sharing this with us, Paul. I'm so sorry for the confusion! We measure the height of our mattresses when both air chambers are fully inflated, at the crown in the center of the bed when the ‘traditional, plush or pillow top” is at its maximum height. This is how we measure the profile of all of our mattress models and how we arrive at the height stated in our advertisements. If you're having any trouble with your bed or find it isn't comfortable enough for you, please just reply to this message to let us know and we'll be happy to get you in touch with someone that can help you. Have a great day!
Reviewed May 2, 2014
I purchased my bed in 2012. After trying it for two weeks, I did not like it and wanted to return it. I was told I could return the mattress but not the module. So, I was forced to keep it and pay for it. A few months later, the bed started losing air during the night. I would set it at 60 at night and wake up to 5 in the morning. I called and was given several tests to perform. It was decided after these tests that I needed a comfort control replacement. I received this, and installed it. It seemed to work for a while, but then started it again. I called and we did the tests all over again and this time I was told that everything seems ok. I asked to have someone come out and check it, since I am still losing air. I was told they do not send anyone out.
My bed is a single chamber bed, full size. I am the only one who sleeps in this bed. I am a 72-year old woman, who lives on a very fixed income and feel like I was duped into buying this bed. Now, I am stuck with a bed that is very uncomfortable and no way to do anything about it. I would like to get rid of it and get another bed, but the cost is not something I can do again. What can I do for a good night's sleep?
Hi Rita, thanks for taking the time to share your experience with us. I'm so sorry to hear that you've had some trouble with your bed and I want you to know I'm here to help. If you can reply to this message with some further details on what the situation with the bed seems to be, I'd be more than happy to look into this for you. I hope to have the chance to talk with you soon, Rita!
Sincerely,
Alan S
Reviewed April 26, 2014
We have a 10 year old Sleep Number bed we purchased after I became disabled with a back injury. We tried all the other mattresses on the market and the sleep number bed was the only bed to give me any relief. We are now ready to purchase another bed. This time we are looking for the adjustable mattresses so we can sit and read or watch television in more comfort. I am very surprised by the number of complaints. I am seeing all of them in recent weeks. It makes me wonder if there is a problem with this company.
Hi Fred, thanks for taking the time to share your thoughts with us. Buying a bed is a big decision and we can understand your hesitation based on the reviews you've read. It’s important to remember that owners who aren't sleeping comfortably are much more likely to talk about their experience online than someone who’s getting a great night’s sleep. Satisfied owners will chip in when they see a post from us on other social media sites, but otherwise don’t often post unless they just had a great experience with us. We think you’ll find many more positive comments about our beds in the responses to posts by Sleep Number on our Facebook page, and we encourage you to take a look those messages if you haven’t already for a more balanced perspective. We'll include a link for that at the end of our message.
We also want you to know that if you have any questions about our adjustable bases before you make the decision to buy, we're here to help. Just reply to this message with any questions or concerns you may have and we'll be happy to look into them for you.
We hope to have the chance to talk with you soon, Fred!
https://www.facebook.com/SleepNumber
Updated review: May 19, 2014
Although we have had many issues with our bed from the day we bought it, I am happy to report our issues have been addressed and resolved through their customer service. I had contacted their customer service via phone once at the start of the issues and was not happy with the outcome, but after this complaint, we have been going back and forth and they have gone out of their way to make sure we could come to a satisfactory conclusion. Thank you, Sleep Number, for taking your customers feelings/situations into consideration and helping us. Especially to Alan S. for all his help.
Products, no matter where they're from, aren't always the best quality, but if a company has quality customer service, it can make all the difference.
Original Review: April 26, 2014
Bought our KING size SN bed (forget model, 5000 something) back in 2007. I have a VERY bad back and was crying all night every night sleeping in my regular spring mattress. Tried a SN in an in-mall store and felt relief after lying there for 10 minutes. I was sold. Everything went downhill from there. Delivery was scheduled for one day between 8 & 5. My husband took our bed apart first thing that morning as we were saving it for our daughter. Waited all day (minus pay for husband not working that day). Got a call after 5pm saying the truck broke down and they were running late, would get there by 7. Said fine, no problem. 7:30 comes and still no bed.
Called to find out they're waiting for another truck to grab our bed and will be delivered within an hour or so (YOUNG daughter already in bed at this point). Again, no show. Called about 10pm and was told they couldn't get it to me and would put me on the delivery list as the last one next evening. After much battling, was finally given a supervisor who guaranteed we would be first delivery and refunded our delivery charge (to SN benefit, it was a 3rd party delivery service and SN had nothing to do with that part). Had to sleep on couch...not good.
At this point when it was delivered and set up, we were constantly adjusting the chambers because they were slowly going down. Thought maybe it was an air pressure thing like tires where it fluctuates and needed to be reinflated accordingly. A year later, we took the bed apart to move into our new home. When we opened the cover, the foam laying across the top had a hole ripped in the middle. Minor, felt we could deal with it. (I had recently gone through a major medical trauma and with the stress of that plus the move, I didn't want to battle the "you have to pay more money" fix). Moved the bed no problem. Put it back together like we were told (and per written instructions).
Almost immediately my remote screen stopped working properly. I was only getting half numbers and couldn't see the whole number leaving me guessing where it was set. Contacted SN only to be told I would have to replace the whole compressor unit, with warranty would still cost me over $200 (after only owning the bed less than 2 yrs). No way could I do that so, AGAIN, I've dealt with guessing the numbers ever since. Slowly over time, my husband's side kept deflating. He would put it where he wanted it, go to sleep and wake up with a much lower number. Pulled the bed out and found the plastic piece connecting the air tube to the chamber was cracked and leaking. When taking it out to look for a new one, it fell apart in his hands.
Again, too expensive to replace as at this point he was out of work. He pumped his chamber back up to where he liked it and plugged it at that point. Hasn't changed it since. Our foam pieces around the edge of the bed have been warped for years now, we're constantly flipping them and moving them around to try to keep that "bed shape". In the beginning, I thought it was an awesome bed. My back never felt better than when I slept on it. Now, again, I'm barely sleeping because I can't get comfortable and there's nothing I can do about it. My husband has recently become disabled (waiting on social security for his check) and I have been disabled for 20 yrs so our income is below poverty level therefore, paying for ANYTHING else it out of the question.
So much for being a better bed for 20 yrs. Started failing the day we got it. Our daughter has our old bed which is now 17 yrs old and is still as good as the day I bought it. Go figure. Too bad I can't sleep on a regular mattress anymore. I was so looking forward to getting my money's worth on something for a change, but I feel I was robbed at this point. I've told people the bed was great, but have had nothing but problems from the start so, NO, I don't think it's worth the money. :( Sorry sleep number, you should've made a better product.
Hi Tammy, thanks for taking the time to share this with us. We're so sorry to hear about the trouble you've had with your bed and the delivery process! Defects in our bed are rare, but the ones that do occur are most often found and reported in the first two years of use, which is why we fully cover any replacements due to defects during that period. It sounds like you've owned your bed a bit longer than that and you’re now in the prorated portion of your warranty, where we're still covering the majority of the cost for your replacement. We'd be more than happy to take a second look at this for you and see what we can do to help get this resolved for you. If you'd like us to do so, please simply respond to this message and we'll get to work for you right away. We hope to talk with you soon, Tammy!
Reviewed April 25, 2014
Had a bad experience with our new Sleep Number Adjustable Bed delivered on 4/23/2014. The installation team lead by Jamie did a professional job of delivery and setup, but they were unable to get the bed position to adjust (head and feet won't move up or down at all). Spoke to supervisors (Robbie) and technicians (Tyler)...and they will ship us new components of pedestal and "brain", but it will take 7 - 10 days. Who wants piece-meal replacement components after spending this kind of money on a top-of-the-line I-10 bed?
We offered to let them replace the entire unit, but they won't send out an new mattress set since it is not damaged. Tell that one to your wife, eh? They'll replace 2/3 of your $7,000 purchase, but not the whole thing. We've cancelled the order and are arranging a pick-up and return. So, after 2 months of ordering, shipping, and scheduling with Sleep Number (the I-10 is on back order) - we are at Day 2 in our new house making a new plan. The final kick in the pants? We can't return the $180 mattress protective cover they recommended, even though it is still in the unopened shipping package.
Thanks for sharing this with us, Bill. Situations like this one are very rare, especially during the delivery of the bed, and I’m really sorry you and your wife have had to deal with this issue. When these situations do happen, our first priority is to get your bed working correctly as quickly as possible. It looks like we were happy to replace the entire adjustable base with a new product due to the issues you were having with it, but replacing a mattress that is working correctly and wouldn’t be affected or damaged by the issues with your adjustable base would only cause additional delays without any benefit, which is the reason we weren’t able to do that for you.
We understand if you’d like to continue with your cancellation, but we’re confident we can get a new adjustable base out to you quickly if you’d like to reconsider any time before your bed is picked up. If you’d like us to work on that for you or you have any follow up questions we can help you with, please just message us back and we’ll be happy to do whatever we can to assist you. Have a great day!
Reviewed April 24, 2014
I signed an agreement with Select Comfort for the purchase of a bed for my daughter and her husband under their Risk Free Television advertising program. I have this week been served with a judgement on my checking account in the amount of $1104 being charges and fees associated with the return of their bed to Select Comfort and associated legal fees being charged by GE Capital who Select Comfort sold the agreement to even before they knew whether or not my daughter would keep their bed. When she returned the bed she was told she owed delivery charges totaling $359 in addition to a $200 restocking fee.
I am not going to waste any readers time with all the details or numerous calls made to resolve this matter or the unscrupulous tactics used by collection attorneys when I appeared in court to protest the proposed judgment only to say the attorneys postponed the court date and rescheduled it telling me they would send my contracts and explanation of charges only to reschedule the court date without notifying so I would not be in court and they would get an automatic default judgement. To show how much Select Comfort really cares about their customers, I called their Corporate office today to discuss these really questionable business practices only to be told their CEO does not take customer phone calls no matter how egregious the complaint might be. I would HIGHLY recommend people not to do business with this company.
Reviewed April 24, 2014
This follows the idea what was I even thinking when I purchased this product. This bed uses air pumps to regulate the pressure (firmness) of each side of the bed. The problem is when some small plastic part breaks, there are limited options. In my case, it is a small connector from the air tube to the mattress. I have the broken part. It is about the size of a stack of 7 dimes. Without this part, the mattress is practically useless. I went to the closest store (about 40 miles away). The sales lady was nice but told me that I would have to call the customer support line. After moving a very large heavy antique bed to read a very small product number (Not Senior Friendly!) I was told that I would have to replace the whole pump component for over $400. This bed has never been as comfortable as I was led to believe. This might be due to the fact that the bed never seems to have worked properly anyway.
I have the king size model. One side works fine, the other side does not. I am not refreshed when I get up. I often wake up across the middle divide between the two sides. It is quite uncomfortable there. I guess they want each side to be completely private and so erected something like a wall of pain to prevent incursion. Again, this problem might be due to the fact that it might not have been working properly. Originally I thought that it is unconscionable for such a small plastic piece should result in the need to spend over $400 to repair. Now I think that this whole concept is rather stupid. Why buy a bed with so many small breakable parts throughout the system where if any one of them were to break, the bed is basically useless. A foam mattress does not have any breakable parts, and it does not hurt me when I move to the middle of the bed. I really just blame myself for buying this bed, but I would like to warn people of its short comings.
Thanks for letting us know about this situation, James. I'm so sorry you're having trouble with your bed! Issues with the connectors are pretty rare and it's unusual for warranty coverage not to be applied to the replacement in situations like this unless the damage was caused by an accident or you purchased your bed secondhand from an existing owner. We really want you to love your bed and I'd like to take a second look at your account to see if we have any other options to help you that we might have missed when you called us originally. If you'd like me to start looking into this for you, please just message me back at your convenience. I hope to hear from you soon!
Reviewed April 24, 2014
In March of 2011 I purchased a new mattress. I was trying to give it time - thought it was just me but I have finally decided since sleeping on for almost 3 yrs that this mattress is definitely not for me. It is the most uncomfortable thing I have ever slept on and haven't had a good night’s sleep since I purchased it.
Hi Doris, thanks for sharing your experience with us. I’m so sorry you aren't enjoying your bed right now! It doesn’t look like we’ve had a chance to talk with you about your bed yet, and I want you to know we're happy to look into some options to get you sleeping better if you can give us a call at 1-800-472-7185 anytime from 8 AM to 8 PM CT Monday through Friday or from 8:30 to 5 PM CT on Saturday and ask for one of our Sleep Specialists so we can learn more about what’s causing your discomfort and tailor your be to better meet your needs. If you have any questions prior to calling us, please just message me back to let me know how I can help and I’ll get back to you as soon as possible. Have a great day!
Reviewed April 24, 2014
My husband and I purchased a mid-level model about 8 years ago. Over that time we have called about several issues. More often than not we were told to order more and more parts. Today the chambers don't stay full very long, the middle insert does nothing to remove the groove between the two chambers and the material is so cheap it's impossible to keep clean. We understood this mattress would last us nearly 20 years. So very disappointed and am already shopping for a new mattress. I also find it inappropriate that there are obviously numerous complaints about exactly the same issues and the email responses always make it sound like these problems are very out of the ordinary. Reading the comments in this page makes it clearly very ordinary!
Thanks for sharing this with us, Shannon. I’m so sorry you're having trouble with your bed! I reviewed your file and it doesn't look like we've had a chance to talk with you about your bed since 2010, when you first let us know you were having trouble with the center of your mattress and our agent suggest a solution for you. We've since developed some additional solutions I really feel will help you and your husband sleep better, and I'd like to go over those options with you to see which could be a good fit for your situation. If you'd like to see what options are available for you, just send a message back to me and I'll be happy to go over more details with you. I hope to hear from you soon!
Reviewed April 24, 2014
I purchased my first Sleep Number bed (the P5 Queen) a couple of years ago and loved the bed. In October 2013, I decided to buy another P5 but this time the King Split and I purchased the furniture to go along with the bed. Of course the furniture takes additional time and I was prepared for the wait because I wanted everything delivered together. During the waiting process, I decided to upgrade to the I10 King Split. Although this was an easy change in the store, this became a HORRIBLE nightmare. It is now April 2014 and I still do not have my bed or the furniture.
As I mentioned earlier, I requested that everything be delivered at one time. I have received numerous phone calls to have the items delivered separately. Then the furniture somehow was lost and had to be reordered. Then the mattress was ready and the furniture was not. Finally, in March, I received a call to deliver everything and a delivery date and time was set. I was excited to finally be receiving my bed and furniture. But hold on... On the day of the Saturday delivery, I received a call early Saturday morning only to tell me that they were on their way to deliver the mattress but the furniture was not going to be delivered because they could not find the furniture and if they could go ahead and deliver the mattress.
My response... absolutely not since I had no room to store the items and that was the reason I requested everything to be delivered at the same time. I then get a Sleep Number bill showing the purchase of two beds and the amounts on the bill are totally incorrect. When I called to question why I was receiving a bill for merchandise that I have yet to receive, absolutely no one can explain it. I have spoken with Customer Service, the Store, and the Delivery Department. I am so frustrated with Sleep Number that I am at the point of cancelling the entire order.
Sleep Number's delivery service is the absolute worse customer service department that I have ever dealt with in my entire 50+ years. I have worked in the customer service industry for over 40+ years and this is by far the worst. No one, from the front line representatives to management, has a clue as to what is going on in their own departments. I have spoken with representatives and managers and they all have failed. Looks like this is going to be the sale that never happened!
Thanks for sharing this experience with us, Marjorie. I understand how frustrating this must be for you and I can't apologize enough for the inconvenience you've dealt with. I took the liberty of talking with the Case Manager you were working with last week and made sure they confirmed that your mattress, adjustable base, and upholstered bed are ready at the dock for your upcoming appointment this coming week. I'm so sorry for the difficulties you've dealt with up to this point and I want to thank you for the patience you've shown us during this process. I really believe you’re going to love your new bed, and I encourage you to message me if you have any follow up questions about your order or there's anything else I can confirm for you. Thanks again and have a great day!
Reviewed April 23, 2014
We purchased the Sleep Number iLE split king at the Mobile Home Show on Saturday, 1/11/2014. Here is the sequence of events that transpired following order placement:
1/13 (Mon): Delivery Team confirmed order and scheduled delivery for 1/31.
1/30 (Thu): Received automated call to confirm delivery on 1/31, after 12:00 pm.
1/31 (Fri): I took off from work (lost wages) only to receive a call from the delivery team cancelling delivery. Stated that they do not have my bed or base to deliver. Rescheduled for 2/9 (Saturday).
2/8 (Sat): Again, received automated call to confirm delivery on 2/9, after 12:00 pm.
2/9 (Sun): Again, I received a delivery cancellation call at 12:09 pm. Could not call Sleep Number Customer Service, as they are closed on Sat - Sun.
2/10 (Mon): Called Sleep Number Customer Service and immediately requested to speak with a Supervisor. I spoke with Nadine, in her defense, was very professional, courteous, understanding, etc. Nadine stated that she would see what she could do for me to receive the product and for any inconveniences. She stated that when we bought our bed, it was on sale at the time offering 40% off the original price and they were currently offering 50%; therefore, she would credit my account the difference of $702 and change. She also stated that she would personally call the delivery team to determine what the problem was and to develop a solution. Additionally, she stated that it would be helpful if I too would call the delivery team and request an expedited delivery.
I called the delivery team and spoke a delivery team specialist, who in turn immediately placed me on hold. Then, her supervisor got on the line and told me that I needed to call Sleep Number Customer Service and to ask to speak with a Supervisor. I called Sleep Number back and requested to speak with a Supervisor. I spoke with Andy. I explained to Andy the events (AGAIN) and he placed me on a fairly brief hold while he researched my order and issues.
Andy returned with this offering, my bed had been lost in transit (how does this happen) and they have to re-order it as of today with another 2-5 days to make the bed, and another 4-7 to deliver to the delivery team in Mobile, AL. Then, I will have to wait until they can fit it in the delivery schedule. According to my math and previous experience with this group, I am looking at another 2 weeks, taking this order from purchase on 1/11 to receipt 2/24 (43 days). Andy stated that he would credit me $300.00 toward my adjustable base for inconvenience ($1,002 and change at this point), note my account for overnight shipping to Mobile and request priority delivery to expedite receipt of my purchase.
2/15 (Sat): Delivery Team confirmed receipt of my bed and tried to schedule delivery for 2/19. My request was denied and was told that the earliest delivery date available was 2/28. I requested to speak with a Supervisor. I spoke with Mike, who told me that they did not actually possess my products and it will still take several days for them to receive them in Mobile, AL.
2/17 (Mon): Called Sleep Number and immediately requested a Supervisor. I was told that there was no Supervisor available, but they would take a message and have one call me back. No Supervisor called me back.
2/18 (Tue): Again, called Sleep Number and requested a Supervisor. This time I speak with John **. He tells me that he will call delivery team and request an earlier delivery date. John states that he will call me back by 3:15 pm with update and that if I did not receive that call for me to call him. At 3:45 pm, I call John back and was told that he was in a meeting. I left a message for him to call me back. At 5:05 pm, John call me back and states that he has made no progress with the Delivery Team Supervisor and that the two of them were working on it. I asked if I should go ahead and confirm my delivery date offered for 2/28 in fear that this will get pushed back even further. John told me to wait until tomorrow, that he will call me back tomorrow by 1:30 pm CST, and if I hadn't received his call for me to call him.
2/19 (Wed): As of 2:25 pm CST, no call from John. Called John and he confirmed that he still had not received any communications from the Delivery Team. In the meantime, let me transfer you to them and confirm the date for 2/28. He transferred me to the Delivery Team and I spoke with Jason who states that they cannot confirm that date given as they do not possess all the products. I asked as to what was missing and he stated that the adjustable base had been lost and they re-ordered me a new one. They have to wait until they received it to schedule my delivery. In the meantime, he said that he would reserve that 2/28 in the event they receive the base before that date. Called Sleep Number to speak with a Manager. I spoke with Jessica who very apologetic and respectful. She stated that she would expedite my situation to upper management.
2/25 (Tue): Adjustable base received by Delivery Team and on schedule for delivery on 2/28.
2/27 (Thu): Received automated confirmation for delivery on 2/28.
2/28 (Fri): Received all products (47 days later)!!!!
4/21 (Mon): Received first bill with $564.42 credit, not the $702 and change as promised. Called to speak with a Supervisor to discuss billing error and was told to call in an hour as their computers were down. Called back an hour later and the computers are still down. I love the bed and so does my wife! However, the contracted delivery service and the Sleep Number Customer Service is less than adequate and does not delivery what it promises!!!! I am one pissed off disabled veteran!!!! Buyer beware!!!!
Hi Trevor, thanks for leaving a review on your experience with us. I wanted to apologize again for the delays and inconvenience you experienced with your delivery. Our two week lead time is normally more than enough time for us to make and deliver your bed, and it definitely shouldn't have taken until February for you to receive yours. I'm really glad you're enjoying your bed now that you've got it, and I want you to know that I've forwarded your situation on to our management team so we can find out what caused the delays you experienced and prevent this from happening again in the future.
After reviewing your account, it looks like the credit you received was 10% of the retail price of your bed, bringing your total discount up to 50% off the cost of the iLE you ordered. This sounds like the amount Nadine meant to offer you based on the information you provided about your talk with her. Would you like for one of our Case Managers to give you a call about this so you can discuss the situation with them without having to call? If so, please send us a reply to confirm the phone number you’d like us to reach you at and we’ll send a callback request in for you right away. Have a great day!
Updated review: May 18, 2014
So glad to have determined the mattress pad was the cause of the temperature problems we were having with the mattress and I didn't have to replace. Thx!
Original Review: April 22, 2014
My husband and I bought our first Select Comfort bed in late 2009. We bought the i9 version which was one of the top-line models at the time that included a memory foam top. We liked the bed initially but came to realize that the memory foam holds heat so I'd wake up really hot and completely drenched in the middle of the night. I talked to the store manager who suggested I try a cooling pad which was a +/- $200 purchase. It helped slightly but the issue remains. There is nothing Select Comfort can offer except to purchase additional cooling memory foam that goes on top of the bed for an additional $2,000. I can't investing more in this bed so the only other option offered by Select Comfort is a 10% discount on a new Select Comfort bed. No thanks. Just a warning to anyone looking at the memory foam beds. I would stay clear so you're not stuck with a product that will keep you up at night.
Thanks for taking the time to share this with us, Kristin. Very few of our customers report any trouble with sleeping to warm in their beds, but we want you to know that we do have several options to help get you sleeping cooler in your bed. We'd be more than happy to go over those options with you, simply reply to this message with some details on whether both of you are having trouble with sleeping warm in the bed, and we can get to work on this for you right away. We hope to talk with you soon, Kristin!
Reviewed April 17, 2014
If you look back when I first purchased my sleep number I gave it a very good review, but I have been sleeping on it now for over 14 months, and it is in need of serious help. One side is lower than the other and has a groove worn into it that makes it hard to sleep on one side of it with rolling into the other side. I believe I bought the mid level bed around 2,200.00 and I have to say my son's 350.00 air bed he bought at the same time is holding up better. I have had to sleep on my couch until I can get it fixed. Needless to say, customer service was no help.
And to top it all off, I was just hit with a bill from them, 13 months later for interest for the past year from a zero percent program they had. I almost had the bed paid off and was hit with over 400 dollars in interest added to my bill. WOW over 3000.00 dollars will be paid for this bed when all is said and done. BUYER BEWARE, the Help Card service Sleep Number offers seems to be a "Payday Loan type finance". Read the small print if there is any and don't believe the salesperson.
Thanks for taking the time to share this with us, Anton. We're sorry to hear about the trouble you're having with your bed and your financing! If you're having trouble with your financing, we recommend getting in touch with our financing partner, in this case HELP Card, and seeing what options they can offer to resolve this for you. You can reach HELP Card at (877) 486-6785 from 7AM-6PM CST Monday through Thursday, 7AM-6PM CST on Friday and 12PM-5PM CST on Saturday.
We also want you to know that trouble like you're describing with your bed is rare, and it's something we can often correct with some simple troubleshooting. We'd love to have the chance to take a second look at this for you and see what options we can offer or steps we can walk you through that will help resolve this for you. All we'd need from you to get started is for you to reply with some further details on what you're experiencing. We hope to have the chance to talk with you soon, Anton!
Reviewed April 17, 2014
I purchased my queen size Sleep Number bed looking forward to a good nite's sleep and not wake with an aching back... I've had two back surgeries and really needed a comfortable good nite's sleep. Well that didn't happen. I have tried and tried to adjust the bed to no avail. It seems after a few days after adjusting it I end up rolling toward the middle of the bed... like it is losing air. This started about 3 months after I bought it. I tried writing to Sleep Number and never got an answer.
I tried calling and that was a waste of time too. I also can't seem to get both sides of the bed even with air... I've tried and tried to find out what the difference in cost it would be to change my non digital controls to one with digital output so I could see when both sides are even so called evenly filled, to no avail also. It's like Sleep Number ignore my request like I'm invisible... If I could afford it, I'd be bed shopping again... As it is now I spend most my nights sleeping in recliner. I am very disappointed in the bed.
Thanks for sharing this with us, Carol. I'm so sorry you're having trouble with your bed! We really want you to be able to enjoy it and I believe we can help you sleep better if we can get you in touch with our Customer Service team to start looking into this situation for you. It doesn't look like Customer Service has had a chance to talk with you about your bed since you got it back in 2010, so the first thing I'd like to do is confirm your preferred phone number so I can have one of our people give you a call and find out what’s causing your discomfort and look into some solutions with you. Please reply to confirm the phone number you’d like for us to reach you at so we can get started. I’ll look forward to hearing from you!
Reviewed April 15, 2014
We ordered the bed knowing there was a 100 day guarantee. Little did I know that the guarantee did not apply to a $2300 frame. If I had known this I would not have ordered. The stores nor the website will tell you. You must dig to find it or make sure you ask all the right questions before knowing you have absolutely no way to return the frame. Once you buy you are stuck. I realize that Select Comfort does not make the Flex Frame but they sell them and will not stand behind them. (If they would let me I would ship the frame back and keep the mattress.) I am still waiting for a replacement control box that failed within the first 3 days. They keep telling me it will be shipped 2nd Day Air but they can't seem to find one to ship to me. Very disappointed in the company and customer service.
Thanks for sharing this situation with us, David. We're so sorry for the confusion! We agree that knowing the return policy for the products you order is important. We take our responsibility to make that information available very seriously and we know how easy it can be for miscommunication or confusion to happen in the store when you and your sales agent are talking about several products with different terms as you try to find out which of our products is right for you. We provide a written copy of the return policy for all of our products at the register in each of our stores and on the receipt we provide once a sale is completed to be sure the policy for each of our products is clear and so our owners can review the terms for their order once they get home and let us know if they have any questions or need to change or cancel their order. This is the best way we've found to be sure our owners always have the correct terms of sale for the products they've ordered from us.
We took a look at your account and it looks like the control box you were waiting for shipped on the 15th and should have arrived at your home yesterday. If you haven't received that package yet or you have any other questions about your bed we can help you with, please just send us a message and we’ll be happy to start working with you right away.
Reviewed April 12, 2014
I have owned a Select Comfort King bed for a number of years without complaint; a good bed. Now after many years and faced with needing replacement parts, the responsiveness of Select Comfort Customer Service is pitiful at best. More than two weeks ago one of the 2 air chambers failed. Improper training in the diagnosis of the problem caused me to purchase a new pump with remote that did not correct the problem (the pump with remote was shipped promptly). The problem is now narrowed down to a faulty connector on the air chamber requiring replacement of the air chamber. One was ordered Tuesday 7 April, 2014 at 9:05am. As of this writing (12 April, 2014), and after several calls for updated status and expedites, that part has not even been pulled for shipment by UPS. So if you are thinking about a Select Comfort bed, be prepared for really bad customer service if you need their parts to fix your bed if it breaks.
Thanks for taking the time to make us aware of this, John. We're sorry to hear about the trouble you've had with your bed! Defects in our bed are rare, but typically when they do occur, we can walk you through some simple troubleshooting steps which will let us know what, if any part, needs to be replaced to get your bed working properly again and you sleeping comfortably. If you like, we'd be more than happy to look into this for you and see what we can do to help. All we'd need to get started is for you to message us back with some more details and we can get to work on this for you right away. We hope to have the chance to talk with you soon, John!
Updated review: June 10, 2014
Company refunded me my delivery fee and we have been "enjoying" our mattress for months now. I was surprised how cheap it looks and feels however my husband loves the new mattress and is sleeping well. I however preferred my tempurpedic mattress. I think that if your only issue is back/shoulder pain this is the mattress for you however for someone with arthritis of the hips it is not the correct choice.
Original Review: April 10, 2014
On Sat 3/29 I ordered my sleepnumber bed. I was very excited. We originally planned to order the bed at one of their stores but after we went to store we found that pricing did not match what I had be quoted online so my husband and I went home to double checked our info. We found that the price had changed since we last look so it was our fault. So to not waste time we ordered the bed from the website. Looking for it to be delivered to our home. The sales person and the website quote that you will get a call within five days to confirm info and delivery should be offered within two weeks of order date. I had heard nothing and was anxious to get bed so I called on Tues 4/1 and found that I had two sets of legs on my order. The girl said no problem she would delete 1 set and refund us. Figuring I should still be in original window I was surprised that I did not receive a call by Friday; however I work crazy hours and has no chance to call their delivery department since their hours say they are not available after 6 pm.
I called this Monday 4/7 to check on order and was told that my order was cancelled. I was transferred to the main customer service number and was told that yes in fact my order was cancelled. That the first girl cancelled my order and that the new one was not fully processed that I would get a call when the order was received by delivery company. The girl I spoke to was very nice and did everything she could but I was then left again to wait.....I finally was issued my refund for extra legs 4/8 and got my order confirmation.
I received a call today 4/10 saying the first delivery available is 4/21!!! I explained that I am not happy that website claims delivery within 2 weeks of delivery. She said she could put me on a list. I asked if their was a supervisor I could talk to and she politely said 4/21 was the best they could do. I told I was going to be filing a complaint but to schedule me for the 4/21. She called back 5 minutes later saying 4/19 they could fit me in. I am happy she actually took the extra step to make me happy. However I am still very upset at the fact that your website is inaccurate. If it was my fault because I said I was not available on the day they are in my area I would not complain. I know I live in a rural area. I also know that my scheduling is very tough. I however prefer to know upfront that I would be waiting almost a month. I have been a manager for Lowes, Home Depot and currently for Bed, Bath and Beyond and it would never be acceptable for me to over promise and under deliver.
Thanks for sharing this situation with us, Krissy. Two weeks is normally more than enough time for us to make and deliver your bed and we're so sorry you've had to wait longer than that! It sounds like our Scheduling team has already set you up for the earliest possible delivery date in your area, but we'd be happy to double check our schedules in your area again if you'd like. Just message us back If you'd like us to look into this for you or have any follow-up questions or concerns and we'll be happy to start working with you right away. Have a great day!
Reviewed April 4, 2014
My husband and I were looking forward to being able to purchase a Sleep Number bed in order to help us with some of the aches and pains and lack of sleep we have been experiencing on our traditional mattress. These are the concerns that followed, prompting us to return the mattress and resolve to never recommending sleep number to anyone:
Smell - the foam and other materials the bed are made of have a very potent smell that persisted for several days. The foam wedge in the middle of the bed caused a bump in the mattress that makes it challenging to sleep close together towards the center of the bed. My husband's side of the bed would indicate his Sleep Number. But after a night's sleep his side of the bed would be very soft and he would wake up in serious pain. He would fidget with the remote and eventually the pump would turn on and firm the bed up. Sitting on the edge of the bed is uncomfortable as you sink into the air mattress portion of the bed while your legs are pressed upward by the foam border.
Beyond these concerns, with our experience using the Sleep Number bed for a month, it was really an overrated air mattress. In addition to this, the customer service we have received over our experience has varied widely - from stellar to poor. Icing on the foul cake ... We just confirmed the return of the bed and was charged $149 to return this poor product. We have already shared our experience with several family members and friends and will continue to do so. There is no way we would recommend this product and experience to ANYONE.
Thanks for taking the time to share your thoughts on your bed with us, Laura. We think it's important for you to know that while trouble like you mentioned is rare, our Customer Service Team can often resolve them with a few easy troubleshooting steps over the phone and get you back to sleeping comfortably very quickly.
While we wish the bed had been a better fit for you, we appreciate you giving our bed a try and we wish you nothing but the best of luck in your search for your perfect night's sleep. If you ever have any questions in the future, please feel free to simply respond to this post and we'll be more than happy to help.
We hope you have a great day, Laura!
Reviewed April 4, 2014
Just about 2 weeks ago in Bowling Green KY, Walked in into the store, after trying their beds and pillows, and deciding what I liked. Ended purchasing 2 pillows at $125 totaling $250 plus tax. The sales person showed us the small version, did not have the king version. He said that they will ship it, and it will be the same just bigger. And we can try it, if don't like we can return it for full refund.
The pillows came to our home, tried them for 5 nights. They were not as sold and stuffed as the one in store. So walked into the store, with receipt and pillows to return it. Got to find out THEY DO NOT Refund/only exchange for other products.....which they have nothing else that I cared to purchase, last visit I was there for 3 hours looking. So the 2 impolite employees, trying to explain to me their policy making me feel stupid like I don't understand. I told them, "There nothing else I want to buy at this time, you don't have anything in stock, and I don't have another 3 hours to try stuff. So refund me my money, and I'll be back some other time when I have time."
They kept going on and on about what they can do about store credit. So I left the pillows in the store with my receipt, and told them to give me a refund. They looked at me like I was stupid or something. So I left the pillows and left the store, disputed the charge on my card. 10 Minutes later I get a call again from the corporate, with trying to make me decide on a new replacement pillow over the phone HAHHHA!!! I am glad I did not purchase a $7000 bed from them. I will never say NEVER buy anything from them again. THEY STOLE MY $252 and kept my pillows.
Thanks for sharing this situation with us, Vilson. We're really sorry the pillows you picked out weren’t a great fit for you! It looks like our systems show the refund for your pillows processed back to your card earlier this month. If you don't see that refund on your online balance statement, please send us a private message and we'll be happy to look into this for you. Have a great day!
Reviewed April 1, 2014
When we purchased our bed on 2013 - we wanted to make sure that the bed we purchased was just like the one in the store. Our salesperson assured us it would come and be set up just like the one in the store and she would call us after bed was delivered to make sure we were happy. We had the bed delivered and our old mattress and boxspring were taken away by the delivery people when we returned home from work. Our mattress sits about 7 inches off the ground (quite a bit lower than what we thought we were purchasing in store after we were assured that we were purchasing what we laid on in-store).
Come to find out our salesperson never sold us the base-part of the bed which is quite a bit more money (we already spent over $3000.00 on our bed). Our salesperson never called us and we left several messages at the store we purchased. I feel as though I am laying on the floor when I crawl into bed. We ended up going back into the store and our salesperson was not working there anymore and the gentleman in the store couldn't do anything to help us unless we wanted to purchase the base part (which in the beginning we were assured was included in what we were buying). We hate our bed and wished we never had purchased it. It certainly was not worth what we paid for it!
Thanks for taking the time to share this with us, Heidi. We want all of our customers to love their beds, and we want to let you know that we do have several options available to raise the height of your mattress and adjustable base that don't require purchasing a modular base. If you'd like us to explore those options for you, simply reply to this message and we'll be more than happy to get to work on this for you right away. We hope to talk with you soon, Heidi!
Reviewed April 1, 2014
I love my Sleep Number! I don't even know why we waited so long to do this. We bought the C2 for the same price as the fancy pillow-top coil spring mattress we replaced, and are sleeping better than we have in years! I HIGHLY recommend these mattresses!
Thanks for the kind words, Ashleigh. So glad you're sleeping better!
Reviewed April 1, 2014
After giving the name of the friend who referred me, Sleep Number put their name on the invoice even though my credit card paid for it. Therefore every time I called with questions, Sleep Number had my friend's name they referred to. Initial delivery setup with no bed control. After speaking to 3 representatives and repeatedly told delivery of controls would be expedited the delivery people called me on their way out to ask why they were coming and informed me they did not have any controls. After speaking to 2 more representatives I was told it had been mailed to another address. The average time waiting to talk to a representative was 10 minutes - multiply that time by over 8 representatives. I have now called SN and received a Merchandise return authorization (MRA), which will be over 3 weeks. The cost was over $4500.00. Horrible service and communication.
Hi Cheryl, thanks for taking the time to let us know about this. I'm so sorry to hear about the difficulty you had with your order and the delivery of your bed! I want you to know how much we appreciate your feedback, and that I will be forwarding your comments on to both our Customer Service and Home Delivery Teams so they can look into this and make sure it doesn't happen again.
I spoke with our Customer Service Team about this earlier today and they let me know that we were able to deliver and install the control box for your adjustable base last month and I just wanted to take the time to follow up with you. If you have any questions or concerns I can help with, please just reply to this message and I will be happy to look into them for you right away.
I hope you're having a great day and enjoying your bed, Cheryl!
Sincerely,
Alan S
Reviewed March 30, 2014
We have owned a Sleep Number bed for years and have loved it. Last September, we added the dual temp layer because I get hot when I sleep and my husband gets cold. The idea of having our own temperature control was a thrill. While I love the concept and it works great, I cannot stand that it bunches up. I have tried using binder clips and wooden safety pins to attach the padding to the other part to keep it in place but to no avail. I don't know if this was a design flaw or what... Under the pad is the 2 separate parts for heating/cooling. Not sure why it couldn't all be connected to begin with. Also, considering we paid close to or at $2K, for this (not including what we originally paid for the bed), you'd think it's be made better. Are we the only ones experiencing this annoying issue?
Hi Terri, thanks for taking the time to share your experience with your DualTemp Layer with us. We're sorry to hear about the trouble you're having with the Layer bunching! It's important to us that all of our customers love their bedding, and we want you to know that if you haven't had a chance to speak with our Customer Service Team about this as of yet, they can help. Customer Service can be reached at 1-888-411-2270 from 8AM-8PM CST, M-F and 8:30AM-5PM on Saturday. We hope to have a chance to talk with you about this soon, Terri.
Sincerely,
Alan S
Reviewed March 29, 2014
On 02/23 my husband and I walked into the Sleep Number store in Nashville TN. We had the pleasure of working with Steve **. He was knowledgeable about the product and answered all of our questions. After that experience, it has been one nightmare after another. We were told that we would have our bed in 7-10 days, NOT! We rec'd our first call to set up delivery on 03/08. Delivery was set up for 03/19, not anywhere close to 7-10 days.
Delivery happened. 2 young men came in like they were on a time line, need to deliver and set up ASAP, no time for questions. When it came to showing me how to use it the left side of the bed that raises and lowers head and feet was inoperable. A phone call was made and he relayed to me that they had ordered the part and someone would be calling me in the next day or two to schedule appt. to have the bed fixed.
On 03/21 I rec'd a call from a representative by the name of Shanna to schedule appt. for the beginning of April to get the bed fixed. Needless to say I was not happy. We had just spent almost $7,000.00 for the broke bed, waited 25 days to get it and have it not work and now to get told it was going to be another couple of weeks to get the part and repair done. I told her how upset I was. She was rude and obnoxious in return to my complaint. I requested her supervisor.
I was never placed on hold while she yelled across the room that, "This woman is really upset and wants to speak to you now. What is your extension?" I was then transferred to Eric. He was apologetic for her actions and for the issues I was having. He placed me on hold for about 10 minutes saying he was calling corporate. When he came back he told me the part was going to be overnighted to my house and someone would be calling me to schedule the repair of my $7,000.00 bed.
On Tuesday no part had arrived, there had been an appt. scheduled for the repair for Wednesday. Wednesday came, still no part. The repair people called letting me know they would be here in an hour. I asked them if they had the part and the response was, "No, don't you? " By now my patience are wearing real thin. I called the Nashville store and spoke to Steve, not our salesperson, explained the circumstance to him and request corporate number. He provided me with two numbers: 763-551-7000 & 888-484-9263.
Not sure what number I called but I got in touch with someone by the name of a Bob, his number is 800-522-1517 x **. He got to listen to all my frustration. He was very apologetic, but apologies hadn't fixed the bed yet. He offered to credit my account with 300 dollars for my frustrations, I told him it wasn't about the money, it was about the product or lack thereof. And it was also about the poor customer service on Sleep Number's part. He told me he would find out where the part was and call me back. He gave me a 4-hour window for call back.
Bob called me back within a few hours, with good news and bad news. The bad news was, the part had NEVER been ordered (liars). He stated he didn't understand why they hadn't just gone ahead and shipped me a new bed, which he was going to do. He also credited my acct with $300.00 offered earlier. Don't hurt yourself Sleep Number, you already have $7000.00 of my money. He informed me I would again be receiving a call to schedule deliver.
So, on 03/25, I rec'd a call and appt. for 04/02. 39 days since the date of purchase I MAY have a working bed, but I am not holding my breath. Today 03/29, I rec'd a call from Sleep Number rep, wanting to set up delivery of the part that was not working. I said, "Wait, I have an appt. for 04/02. Are you telling me it is not coming?" He said, "Oh wait, I may have overlooked something. Oh yes you are scheduled 04/02." I asked him if it was the part or the bed, he said the bed. We will see and I am not holding my breath again. If my husband's back was not as bad as it is and the bed had not helped him as much as it has since we got it, I would have had the bed picked up. Bedrock's Sleep Number customer service leaves a lot to be desired.
Hi April, thanks for taking the time to share this with us. I can't apologize enough for all the frustration you've dealt with during the delivery process of your bed! We strive to provide a great experience for all of our customers, and, unfortunately, it's clear we fell short of that goal in this case. We want you to know that feedback like this is very important to us and I will be forwarding your comments on to our Home Delivery and Customer Service Teams so we can make sure this doesn't happen again.
If you have any other concerns, or any questions about your bed, please don't hesitate to let me know.
Sincerely,
Alan S
Reviewed March 28, 2014
My wife and I had been wanting a sleep number bed for quite some time and saved money to make the purchase. Went to a local factory store and found the bed we wanted, paid the money and placed the order being told it would take approximately 2 weeks. The shipping dept. called a week and a half later to schedule a delivery time. Due to a family issue, my family was out of town. My wife asked for an evening delivery time and was scheduled out 2 additional weeks. She clearly told the customer service agent that we could not be home during the day due to work commitments.
The week of delivery (3 weeks after ordering), we received a call that the shippers would be arriving during a 4 hour window mid-day 11-3. My wife called to ask about getting a set night delivery and was told they can only schedule her for a day and the time would not be guaranteed. The next available time was a couple more weeks out and the time would not be guaranteed then either.
My wife proceeded to tell the "Supervisor" that we could not take 4 hours off during a weekday and she just wanted to know a day she could be guaranteed a slot at night. The Supervisor started out friendly, but near the end of the conversation had my wife in tears with how rudely he treated her and his take it or leave it attitude towards her. She finally transferred to a customer service rep that was unable to help either, but the customer service rep was at least polite. I should mention that my wife is in a customer service job and is very good talking with people on the phone and regularly receives accolades for her good service.
While she was on the phone, I could hear her side of the story and she did not raise her voice or become belligerent. The attitude of the company Supervisor in shipping was poor and not helpful in the slightest towards her. She then spoke to another dept. and cancelled our order. The person she talked to for cancelling, Jeff, was extremely helpful but by then the damage had been done. The company lost more than just us as clients as both our parents wanted to hear our feedback about the bed as they were looking to purchase one and I have also told several co-workers about the poor experience.
Reviewed March 27, 2014
We have owned a Queen Sleep Number bed since May 2003. Today we were cleaning the bed and removed the pillow top to discover mold. (I recall a 25 yr warranty that I used once to replace the air pump several years ago. The cost was prorated. That was fair and understood prior to the original purchase.) I actually called to know what it would cost to replace the mattress foam and one of the air chambers. I was routed to a person to take care of my request. What a wonderful company. They replaced both air chambers, kit cover and topper (includes the foam), center foam runner and will be shipped expedited UPS 2nd day air. It seems that back in 2003 some of the parts were not treated like they are now. WOW! I'm a happy camper and wanted to share this with everyone. It is easy to complain when things don't work out but I feel it is also important to share the discovery of a rare company that takes care of its customers. Thank you Sleep Number.
Thanks for sharing your story, Barbara. Glad we could help. And I'm glad you're back to getting better sleep! If there's anything we can do to help down the road, please give us a call at 1-888-411-2270 from 8 AM to 8 PM CT M-F or from 8:30-5 CT on Saturday. Thanks again!
Reviewed March 26, 2014
I actually felt compelled to create an account on this site in order to post a positive review for Sleep Number. I am SO confused by all the negative reviews. I'm an ICU nurse and my boyfriend is an electrician. We are hard on our bodies. I recently had to work when a major snow storm was coming through (we live outside of Boston) and I slept over at a friend's house who lives only 5 mins from the hospital. She had a Sleep Number C2 with a 1 or 2 inch foam topper. I played with it, settled at "55" and slept like a freaking rock. What really got my attention is that I felt good when I woke up, too. That doesn't always happen. I previously had a foam mattress, which I loved, but my boyfriend complained about it nonstop. I thought the SN might be a nice compromise. I waited until I could find a promo code (10% off) and ordered one without the base - I already have a platform bed.
I am 30 y/o, and pretty handy, but not overly strong. I put it together in a couple of hours with little issue. The hardest part was getting the foam sides to line up with the case perfectly. No biggie. The calibration took longer than the assembly. At any rate, I like the bed a lot. And so does my BF. I understand it might not be for everyone, but it is baffling how so many people hate the thing. You would think that more people would be into something so adjustable. Although, I guess they just changed the C2 pretty drastically. Maybe the old version is what is getting all the negativity?
I will say that I used my old foam topper from my previous mattress. I saw no point whatever in spending twice the money for a 1 inch foam/pillow top mattress with no other additional features (the C3). I also purchased the pad that is supposed to regulate temperature - and I don't love it. It keeps the foam cool if the room is cool, but if the room is warm it is no help whatsoever. And it wasn't cheap. I also bought a couple of custom pillows where you pick the inside and pick the outside in the combo you like most. They were crazy expensive and worth every cent. You win some, you lose some.
Other considerations: If you do choose to spend the extra moolah for anything but a C2 (and I don't recommend doing that) then you can get 25% off you are a nurse and show your ID and nursing license at the store. Also, the $50 off card only works on full priced items. "Sales" items don't count - which is a joke considering their "sale" prices are as high as anyone else's retails prices for sheets and what not. Lastly, I can't dispute people who complained about bad customer service with individual stores and delivery people. I can tell you that the people at the store in Burlington, MA were EXCELLENT. I took my BF to the store AFTER I had already ordered the bed.
Despite the fact that the store wouldn't get the commission, the manager was extremely helpful and spent an hour letting us play with stuff. Also, he called the next day to say that he THOUGHT we had ordered the wrong bed. I had given him my info for the pillows and he looked up the tracking info on my bed for me. He knew we wanted two air bladders but I had accidentally ordered the full (with one air bladder) instead of the double (with two). He was correct. I called the hotline and was able to easily cancel one order and place another with no hassle. I swear I am just a customer and not an agent of the company. I just wanted a good night's sleep... and I found it.
Thanks for the kind words, Lisa! And more importantly, we're glad you're sleeping so well! We'll also be sure to pass along your note to the manager at the Burlington store. If there's anything else we can do to help you can reach us at 1-888-411-2270 from 8 AM to 8 PM CT M-F or from 8:30-5 CT on Saturday. Thanks again--sleep well!
Reviewed March 26, 2014
We bought this new bed from sleep number and is comfortable, but there's a disgusting smell that comes from it and it seem like it gets worse every day. I contact their customer service and what they suggest was to take the bed a part and lay the foam on the floor for a few days to get rid of the nasty smell, that a lot of work. THEY SHOULD LET PEOPLE KNOW THIS AT THE MOMENT YOU'RE BUYING THEIR PRODUCT.
-Rolling the foam two or three times by hand when you have removed it from the bed can help reduce the odor.
-Inserting dryer sheets, scented or unscented, can help to absorb and neutralize the odor.
Keep in mind that the foam can also be placed in another room, or outdoors (be sure to keep from exposing the foam to direct sunlight, however, as this can cause the foam to discolor) to help dissipate the odor.
If you have any other questions or concerns about your bed, please don't hesitate to message me and I will be happy to assist you.
Sincerely,
Alan S
Reviewed March 25, 2014
change it. Monday the manager called us and said it was taken care of and he also said he called UPS with the info and it would be shipped to the right address. It came to the wrong address. I had to make two trips to pick it up. We call the manager, left a message. A week later still have not been called.
Sorry to hear about your experience, Greg. We pride ourselves on providing an exceptional experience for our customers in all our Sleep Number stores—and continually working to improve that experience. We will share your feedback with the local store manager. If there’s anything else you’d like to share, please email: customerservice@selectcomfort.com. Thanks again for your feedback!
Reviewed March 24, 2014
Bought a queen Sleep Number bed in Sept. of 2004. Controller has gone bad and they don't make my wired controller anymore so they are telling me that I have to buy a whole new pump and two wireless controllers at a cost of over $100.00. AND they don't guarantee that the new controllers won't be obsolete in 13 months from now. My recommendation is, don't buy a Sleep Number bed. Buy 2 twin air mattress and a king memory foam topper and you will have the same thing.
Thanks for taking the time to share this with us, R. I'm so sorry to hear about the trouble you've had with your remote! Defects like this are rare, and I want you to know that I'd be happy to help with this, but I was unable to locate an order using the information you provided. If you can message me back with the full name and address we shipped your bed to, I would be happy to take a second look at this for you and see what other options we can offer to get the trouble you're having with your remote resolved for you. I hope to have the chance to talk with you soon!
Sincerely,
Alan S
Reviewed March 22, 2014
Bought a split king and was told I could try it out for thirty days and at the end of thirty days I could return it if I didn't like it. I called to return it only for them to tell me that I could only return the mattress, that I had to keep and pay for the adjustable frame which was 3,000 dollars. Now I have a 3,000 dollars of metal frame that I cannot use. This is unfair to the customers.
Hi Margaret, thanks for taking the time to let us know about this. I'm sorry to hear that our mattress wasn't a great fit for you, but we think it's important for you to know that while the adjustable base is a final sale item and non-returnable per the terms and conditions of the sale on the receipt you would have signed at the time of purchase, the base is made to industry standard size and will fit any standard size mattress on the market. That means that you can continue to enjoy the great features the adjustable base offers with your next bed!
I wish our mattress had been a better fit for you, but I really appreciate you giving our bed a try. I wish you nothing but the best in your search for your perfect night's sleep. Let me know if you have any further comments or questions.
Sincerely,
Alan S
Reviewed March 21, 2014
This company has poor customer service. I order a split king bed system. When the company sent me the invoice via e-mail I noticed it had the wrong bed mattress and called the company and found out the sales lady typed in the wrong mattress. In addition I needed to pay an additional $433.00 dollars which I did I further stated that we selected the bed because of the features and my wife was going to have surgery and it would be ideal. I then read some reviews about the company and found out read of dissatisfied customers who were not explained about extra charges for things such as mattress disposable fees, the return of mattresses, and the fact that they do not take back the frames even if you decide not to keep the bed.
I spoke to the customer service and advised them that I was concern about the bad reviews and since I had already a bad experienced I wanted to cancel my order. The CS rep then provided great service by offering my $433 dollars back, and put a rush on the bed order to get it delivered by Wednesday of this week. I agreed and on Friday of last week I received a confirmation call for delivery on my split king bed system. On this Monday I received a call advising that the bed would be delivered on Wednesday of this week but then I received another phone call that my bed order had been detained and it would not be delivered on Wednesday. I called CS again and the lady advised me that the order had been delayed due to their internal finance department had not released the funds for the purchase but she immediately assisted and got it corrected but the bed now would be delivered until Friday, today. I need the bed for my wife so I agreed to continue with purchase. The bed system was finally delivered today but with the wrong mattress.
Since I bought the split adjustable frame, the adjusting features would be obsolete for a one piece king mattress and would not be help for my wife's comfort during surgery recovery. I called customer service and asked to speak to the supervisor. ** identified herself as the supervisor and advised me that all she could do was give me $500.00 dollars back and have the bed delivered until 3/27/14 which I told her that was not acceptable and was willing to wait one more day. She stated that there was nothing she could about getting the bed delivered earlier. I advised her I was not happy with the decision and I was returning the bed back. She stated to go ahead and return it and I would get my money back later.
Hi Ruben, I'm so sorry to hear about the difficulty you had with your order! It's our goal at Sleep Number that every customer receives world-class customer service. While it's clear we fell short of that goal, your comments will give us the opportunity to focus on areas we need to improve. We value feedback from our customers and I'm grateful that you took the time to share this with us. We also appreciate your business and regret that this experience has resulted in you feeling that you are unimportant to us. We take strides to ensure that our customers are treated fairly and uniformly and I can assure you that this situation is not a normal occurrence.
I'd like to forward this on to the area manager of the store that you purchased your bed from so they can circle back on this for you and we can make sure this doesn't happen again. All I'd need from you to get started on that is for you to reply to this message with the store you visited and the name of the representative you were working with, if you remember it.
I hope to have the chance to talk with you soon, Ruben!
Sincerely,
Alan S
Reviewed March 21, 2014
I have no complaint about the bed itself which is comfortable. But the delivery experience was horrible. The NJ company that arranges for deliveries in NY is horrible. They called on a Saturday and the earliest delivery day was the following Friday. They said that they would be there between 1:30 and 5:30 but when I called at 2 for a status, I was told they were in Ardsley and then were going to Rye and Harrison and then to me (and after me to Tarrytown). Assuming 1 hour to install each bed, there was no way they were getting to me by 5:30. But that should have been clear to the person making the assignment. So, they got here and the driver clearly did not know much about trucks because he could not get the truck into the loading dock of my apartment building. Dented truck and the loading dock. When they left I was not impressed but at least it was over. OR SO I THOUGHT.
Four nights later the bed broke. Trying to get a solution to this has been a nightmare. The folks in Customer service would take one step but no one (not one) took responsibility to fix the issue so the logistics of getting this solved became a nightmare. I missed three days of work waiting for installation folks who would arrive late or when they arrived did not have the necessary supplies. Today, 8 days after the bed broke and 2 weeks after the first installation, the bed is installed but not quite. They forgot the foundation cover which they will mail to me and I will have to put on. For 3,000 dollars I expect (and was told I would get) white glove installation.
I have found out that in fact the company doing the deliveries in NY is not one company. Each guy owns his own truck and the company merely gives out assignments. They have no reason not to load up as many deliveries as possible because they get more if they can squeeze them in and no penalty if they don't. Sleep Number customer service is, now I understand, powerless because they have no one to hold accountable. Except themselves for creating this system. But with what they are charging they surely have other options, just not options that are as profitable for them.
What is especially galling is that the customer service "supervisors" are not supervisors in any real sense of the word. There are at least 8 of them in the call center. And they each say that there is no one above them to speak to. I have the sense that it is a title freely given to anyone after a short period of time just so that when you ask to speak to a supervisor they can go through the motions. Because none of them showed any competence in dealing with the situation. I spent some time on LinkedIn and found someone who is in charge of "Customer Experience" so I wrote him via LinkedIn. Never heard back from him. So much for "customer experience." The bed is great. But the service is absolutely horrible and Sleep Number should be ashamed and embarrassed. Would I recommend buying bed from them? Not in NJ or NY unless you can pick it up yourself and are comfortable putting it together yourself. Otherwise, you are going to have heartache.
So sorry to hear about your experience, Stephen. Please give us a call at 1-888-411-2270 from 8-6 CST, M-F or from 8:30-5 CST on Saturday and we'll see what we can do to help.
Reviewed March 20, 2014
We ordered a queen sleep number on Jan 29 from the Champion Forest store in Houston. It is now Mar 20 and still the mattress has not been delivered. After 2 calls to home delivery, 2 visits and 1 call to the store and countless calls to Andy in case management in Minn we were told today that the bed, which was to be sent air on Fri is sitting in Ft Worth and delivery may be made on Tues of next week. There has been no follow-up by either Andy or the store unless we call them. We have waited a week between calls but we are now in the 8th week. I realize that orders can be lost and Andy has done his best to solve the problem so what IS the problem? I think the store and/or case management should have contacted us rather than let us sit for weeks. Very bad customer relations.
Really sorry to hear that, George. Thanks for letting us know about your situation. It sounds like you've been in touch with our customer service group, but if there's anything we can do to help, you can reach us at 1-888-411-2270 from 8-6 CST, M-F or from 8:30-5 CST on Saturday.
Updated review: March 18, 2014
The company has since been in contact with me and has rescheduled my delivery. I believe I am in good hands this time and am looking forward to receiving the bed.
Original Review: March 15, 2014
I ordered my Sleep Number bed a month ago, paid in full and still do not have it! I had two scheduled delivery dates that the company failed to make. After waking up the morning of my first scheduled delivery, my wife and I took apart our bed, rearranged furniture and prepared our room for the delivery. A little while later, on the morning of our scheduled delivery, the shipping company in New Jersey called to inform us that our bed was not going to be shipped today.
The second delivery was scheduled for a week later on a Friday. I took off work to be at my home during the 4 hour delivery time. I confirmed my shipment two days prior to the delivery date, and twice on the delivery. In all instances, the shipping company assured me that my bed would be delivered so again, my wife and I cleared our bed out and prepared the room for the delivery.
I called at the beginning of my shipping window and was told the delivery team had two houses before mine. After waiting the 4 hours, I called the company again to see where they were and they informed me that they were in the next city over and en route to my house. Approximately 15 minutes later, I received a call telling me that my bed was not on the truck and that it would not be delivered....again!
Beyond frustrated, I called the corporate office customer service and was greeted by a customer service "manager" with an attitude and full of ridiculous excuses. Another complaint of mine is that I'm the one that has to call around to check the status of my order and delivery dates/times. I have made countless phone calls to track the issues, contact customer service, contact the shipping company, schedule delivery dates and confirm delivery dates/times.
Bottom line here is that I want the bed! If this is an indication of how the company operates, I am nervous and not sure that I'll ever receive what I ordered. Who knew that purchasing a bed would cause so much frustration?
Updated review: March 15, 2014
While I continue to believe that the treatment we received on the original delivery date was deplorable, Select Comfort has since been very responsive and has made a sincere effort to apologize and to make things right. The bed has now been delivered. The installers were polite, friendly, professional, and efficient. All is well. We look forward to many restful nights on our new bed.
Original Review: March 12, 2014
We waited ten days after we purchased this bed to be scheduled for a delivery, and then waited another ten days for the actual delivery date. The delivery window was between 10 am and 2 pm. At 12:30 pm someone called to say that our bed "did not arrive in time to be loaded on the truck" and that it would not be delivered today. They did not know this at 10:00 am, before I wasted the morning waiting for them? I have noticed that many complaints about Select Comfort seem to involve delivery problems. It would seem that this would be the easiest thing for them to fix. Instead of good will based on a smooth delivery, they start off with angry customers just looking for something to go wrong. Amazing.
Reviewed March 10, 2014
The online chat was OK but resolution was not acceptable and the phone discussion was pleasant but again, the resolution did not solve my health concerns. The sales staff should have warned us of the very strong petro odor that comes from the pad. Because the company is aware of the issue, the product shouldn't be shipped until the odor has dissipated. To take the foam pad and place it in the sun or use Febreze/dryer sheets is not the way to sell a multi-thousand dollar product. There are other companies out there that sell a similar product without the strong petro odors. I am very close to sending the product back due to the harmful odors that are causing headaches. I would not recommend a Sleep Number product.
Hi Paul, thanks for taking the time to share your thoughts on your bed with us. I want you to know that foam parts can arrive with a strong smell, just like a new car can have that “new car smell.” This odor will fluctuate with the freshness of the foam, with newer foam having a stronger odor. There is nothing harmful in the odor, and this is not uncommon for foam products.
I also want you to know that your feedback is very important to us and that I will be forwarding your comments on to both our Customer Service Team and our Product Team so they can look into this for you further.
If you have any other questions or concerns about your bed, please don't hesitate to let me know and I will be happy to look into them for you right away. I hope you have a good day, Paul!
Sincerely,
Alan S
Reviewed March 7, 2014
Where to start? We have had our 5000 series since 2003 and we were considering replacing the mattress cover due to a stain. We were told the price to replace was $949 plus shipping. Well I was pretty shocked at that price since you can probably get an entire new mattress for that. Before investing in that, we decided to take a good look at any other issues with the bed that we had never complained to select comfort about. We had indention where we slept and the sides were falling down due to the breakdown of the foam side rails. So, I contacted customer support again and they sent me by email some troubleshooting tips. I proceeded to do what they requested and lo and behold wouldn't you know all of our problems fit into the "normal wear and tear" category and nothing was under warranty. 11 years into a 20 year warranty.
I asked what my results should have been to be considered faulty and of course they would not give me the numbers. In fact that customer service rep ended our live chat. I told her their policy was a joke. Evidently she didn't like that. I had talked with 2 other people prior to that and I wonder if the answers to my issues would have been different if I would have gotten one of them again instead of Stacee. Comfort Selects warranty is nonexistent as far as I can tell.
Thanks for replying to my message, Karen. I'm sorry you're having trouble with your bed! I spoke with our Customer Service Team about your concerns when I read your initial message and we agreed that, based on the frustration you've dealt with, we would like to offer to cover 50% of the cost of the new cover for your bed as a one time exception. That would mean the new cover would be $471.50 before tax and shipping, and that is a better discount than your current warranty would offer (36%). If you'd like to take advantage of this offer, simply reply to this message and I will note your file with the information and you can get in touch with our Customer Service Team at your convenience to place the order.
I hope to talk with you again soon, Karen.
Sincerely,
Alan S
Reviewed March 6, 2014
The pump automatically adjusts upwards during the night... Meaning, the mattress quietly inflates overnight. So by morning, my shoulders are so jacked-up, I can't move without hurting (every day since I've slept on it). The remote control is also a problem. In the morning, it reads an incorrect number, the number that I WANT, not the actual number... I like 35, it reads 35, but when I touch the button, it then reads 70. Overnight (every night), the bed DOUBLES my sleep number. FACT: This mattress is one expensive piece of **.
Sorry you’re not sleeping well. We really want you to love your Sleep Number bed. We’re more than happy to see what options are available to get you sleeping better. Please give us a call at 1-888-411-2270 from 8 AM to 8 PM CT M-F or from 8:30-5 CT on Saturday and ask to talk with a Sleep Specialist. We hope to hear from you soon!
Reviewed March 5, 2014
I purchased a bed base combination at a home show. During the sales process, I was told numerous times that if I was not happy with my purchase, I could simply return it. I purchased a m7 bed and frame. The total bill is $4900.94. When I got home, I read the contract only to discover the return policy does not cover the frame, which costs $1869.99. I called sleep number and was told by 3 people the EXACT same phrase, "It is industry standard not to cover the frame." It was very time consuming and difficult to cancel my order, and I checked Sleep Number today. 3 days later and my order is still in the computer. I believe Sleep Number should be required to review all contracts with customers to avoid this problem in the future. I am not convinced this practice was a mistake. I was treated less than professionally when I started the cancellation process. It goes without saying Sleep Number is off my list of good companies to deal with.
Hi Tim, I appreciate you taking the time to share this with us. I agree, understanding the terms and conditions of the sale is very important, and we know it can be difficult to keep track of the terms of the sale for the bed, base and bedding. That's why we make sure to offer the terms and conditions at the counter in all of our stores, on our web site, and on the back of the receipt you signed at the time of purchase. That way, our customers have a chance to review the terms and conditions before the bed arrives and contact us with any questions they may have, or necessary changes to their orders.
I want you to know that the adjustable base is made to industry standard size, so the good news is that you can continue to enjoy all the features and benefitsour FlexFit PLUS offers with your next bed.
I also want you to know that we value your feedback, and that I am forwarding your comments on to our Sales Operations department so they can follow up on this for you and make sure it doesn't happen again.
If you have any other questions or comments for us, please don't hesitate to message me back with them and I will be happy to look into them for you.
I hope you have a good day, Tim!
Sincerely,
Alan S
Reviewed March 5, 2014
Really disappointed to see that Sleep Number does not give discounts or free accessories to those who pay cash. I don't believe in financing furniture. It is really hard to stomach the fact that I am subsidizing all those that want the free 24 mo. financing. According to their annual report, 40% finance their mattresses with them and they in-turn pay GE Capital for that arrangement. If you are in the 60%, know that you are paying for the 40%. I will be buying from Mattress Firm who does reward those customers that pay with cash.
The other issue with Sleep Number is knowing when to buy. Their prices fluctuate by up to $1,000 per mattress depending on the time of year you buy. Is their mattress more valuable in March than it is on Labor Day? I understand that retailers have sales but Sleep Number is the manufacturer - it just doesn't seem kosher.
HI Rob, thanks for taking the time to share this with us. I'm sorry to hear you were disappointed that we don't offer additional discounts for customers who are looking to pay using cash instead of one of our financing partners! I want you to know that feedback like this is important to us and that I've forwarded your comments on to our leadership so they can look into this for you further.
I also want you to know that there are a few ways to stay up to date on our latest sales and promotions. You can follow us on Twitter at @sleepnumberdeal, check in on our Facebook Page at https://www.facebook.com/SleepNumber#, and connect with one of our Live Chat Agents who can walk you through all of our current sales and promotions using the link below:
http://bit.ly/SNRemote
If you have any other questions or comments, please feel free to message me back here and I will be happy to look into them for you right away.
I hope you have a good day, Rob!
Sincerely,
Alan S
Reviewed March 4, 2014
On 1/31/2014 my husband and I went to the Sleep Number store at Polaris Fashion Place in Columbus, OH. We were talking to a salesman and I was asked if I was a nurse. I said yes and was told that I get a really great discount. I was also told that I could get 48 months interest free financing. So my husband and I ordered a bed and the mattress pad and the sheets to go with it. We were told that the mattress pads and the sheets would be delivered before the bed. Our bed was set to be delivered on 2/22/14. The mattress pads came but no sheets. The day the bed was to be delivered still no sheets. I called customer service and they said our sheets were not to be released until 3/17/2014. So I had to order different sheets that are still not here on 3/4/14 and will not be here until the end of the week. I was told the order would be processed in 2-3 business days then shipped overnight.
Then on the day our bed was supposed to be delivered we find out we only received 24 months free financing so I called customer service back again. I was told that the discount that was given to me was not valid with 48 months financing. So to get the 48 months financing Sleep Number took away the discount they said I could have with the 48 months financing. I am wondering if they have done this to other people just to get them to buy the bed. This would have doubled our payment - not many people in this economy can afford a payment to double when they have a budget!!!
Hi Kelly, thanks so much for taking the time to share this with us. I'm so sorry to hear about all the difficulty you had with your order! Issues like you described are very rare, and I want you to know that I'm here to help. I'd like to have the chance to look into this for you in depth and see what I can do to help. All I'd need from you in order to get started is for you to reply to this message and I can get to work on this for you right away. I hope to have the chance to talk with you soon, Kelly!
Reviewed March 4, 2014
I was called several days prior to getting my bed with the date and time. March 3, 2014 between the hours of 4:30-8:30. Well they never showed up in those hours. Finally get a call at 8:50, saying they were an hr and 20 min away. But it was late and they would drop it off in another town and have it delivered sometime this week or next week. I told them, "no, I wanted my bed tonight. I would wait up." So they are on their way so they say. Come Midnight no show! So now I don't have the old bed up because I was told to take it down. Now I have no new bed. I call sleep number and they tell me every lie they can. Every time I caught them in a lie they a had a new one. Still don't know when I will have my bed!!!!! I wouldn't have giving them 1 star but you have to. I'm would never recommend them to anyone!!! Beware this is not the first complaint from our area. They showed up at a friends house to set their bed up and they were high on something and her husband had to put the bed together. Very unprofessional company!
Reviewed March 3, 2014
Just purchased the 5000 bed from Sleepnumber's website and received the bed in April 26. We tried the bed for two days and still could not get comfortable. We purchased the bed thinking we were going to get an 11 inch pillow top . If you go to their website it states European-style pillow top with 11 inches of mattress thickness. From what I have gathered from the worst customer service they provide is the European style pillow top is only about inches thick and the remaining is how the sew the mattress together. So from top to bottom of the mattress is a total of 11 inches thick. So pull out your ruler and gauge 11 inches. You will note that this would not compare to other mattresses out in the market and that the pillow top is very, very, very small. Don't be fooled like us. We paid a grand total of 4,900 for the bed and frame which could have been purchased elsewhere for a cheaper price.
I contacted the Sleepnumber customer service rep on April 28 to let them know the bed is not what is described. The rep gave us the ability to upgrade the pad inside to a P6. I went ahead and bought the new upgrade but decided to purchase a 4 inch foam mattress from Kohl's to place on top of the bed. This still did not work since I still felt as though I was sleeping on an air mattress. I am awaiting the new P6 foam to arrive but want to send this bed back.
Moving to March 3, 2014 I contacted sleepnumber to let them know their Final Sale on all outlet beds is not correct. The sales associate on the other line indicated that the bed was final at the point in time of the sale and there is nothing they can do about it. I asked for the next level up and was given to a supervisor. Well the supervisor said the same thing that the sale was final. My next step is to continue up the chain until I obtain the legal department. I am thinking the only way those of us can get our money back is through small claims or legal action due to misrepresentation of the product. It seems like enough of us out here are having issues which would warrant a possible class action.
Best of luck on those wishing to buy. I hope you read the reviews first. I sure should have done. Just remember that this is a large corporation. Large corporations have representatives, supervisors, manager, directors and so forth. If they give you a hassle just keep pushing it up the chain like you would do with any other corporation.
Reviewed March 2, 2014
I have two Sleep Number beds. My guest room full-size bed (seldom used) has a defective bed cover - it won't support the sides of the bed. I didn't realize it until a guest complained about the bed. I called Select Comfort and they tell me that the 20 year warranty is prorated (not what the salesperson told me) and that the item costs $774 plus shipping and tax. It is defective - no fault of mine but my cost will be almost $500. My other bed is only starting to have the same issue after 5 years of use.
It will cost even more because it is a king-size. I have paid approximately $10,000 for my beds and accessories (sheets, pillows, frames, legs, etc.) and was happy to do so because I thought I was getting a quality product. After reading other reviews, this is a common complaint with their product. Customer service "Christine" was no help and would not consider adjusting the price to a more reasonable amount. I was not allowed to speak to a supervisor.
She would not comply with my request to find out what the other components of the bed cost so I could (1) determine if the cost of the cover was inflated and (2) determine if I could afford to have anything else fail on the bed. She refused to give me the prices of anything else. Terrible customer service along with faulty product. I do not recommend buying any Select Comfort/Sleep Number products.
Thanks for sharing this with us, Jennie. We're so sorry for the confusion about your warranty! We know that warranty coverage is an important factor when shopping for a bed, which is why we post the details of our warranty on our website, in the owner’s manual we ship with all of our beds, and make copies available in all of our stores upon request for anyone that would like to review them.
We really want you to enjoy your bed and we're happy to take a second look at your account to see what options we have available to help you with this situation. Defects in our bed are quite rare, and we’re confident that you won’t experience an issue like this again once we’re able to take care of it. If you'd like us to look into this for you, please just send us a reply and we'll be happy to get started. We'll look forward to your message!
Reviewed March 1, 2014
I was hit by a car several years ago and as a consequence have a 'bad' back and other problems. I bought a Select Comfort/Sleep Number bed on the recommendation of a friend and am very pleased that I did. The bed is comfortable, gives good support, and the fact that I can easily adjust the firmness/softness is a blessing. I just wish Select Comfort/Sleep Number made a small bed for cats and dogs. Consider me as one very satisfied customer.
Thanks for the wonderful feedback, Gini! So glad you're sleeping well!
Reviewed March 1, 2014
We purchased our bed in October 2005. While we have been happy with the bed we feel that we have been grossly misinformed about the warranty and we generally find that the salespeople don't know much about it either. This company constantly blames each other instead of taking responsibility when there is a problem. We were on vacation last week in Cary, North Carolina. While in the Crabtree Mall we stopped in and spoke with the male employee. We explained our dilemma (see next sentence) and he told us, "Call Sleep Number. It will be covered. The warranty is good for 20 years." The comfort pad on our bed has ripped right down the middle. The foam piece at the foot of the bed rotates and makes the pillow top become disfigured. We called to have these replaced since we were told that we were covered with the 20 year warranty. What a crock.
We paid almost $3000 for this bed thinking we were getting the best quality out there but that is most definitely not the case. The warranty is pro-rated. We ended up having to pay $101.01 for a new comfort pad. They were gracious enough to give us 2 corner locks for free (insert sarcasm here). This is by far the most expensive bed I have ever purchased and I do not believe this company stands behind their products. I find it very disheartening to say the least and expected so much more then what we received. Needless to say that I used to recommend this bed to anyone, but now I will go out of my way to tell people to make sure they do not purchase these beds. I feel duped and I am upset that this company expects people to pay for repairing a bed that is 7 years old. This bed should be lasting a lot longer seeing as how I thought we bought a quality product and it's only 7 years old. Lesson of the day, avoid Sleep Number Beds.
Hi Lauren, thanks for taking the time to share this with us. I'm so sorry to hear about the trouble you've had with your bed! Defects in our bed are rare, but the ones that do occur are most often found and reported in the first two years of use, which is why we fully cover any replacements due to defects during that period. It sounds like you've owned your bed a bit longer than that and you’re now in the prorated portion of your warranty, where we're still covering the majority of the cost for your replacement.
I'd be happy to take a second look at this for you and see what other options we have to get the trouble with your topper pad resolved for you. All I would need from you is to have you reply to this message that you would like me to proceed and I can get to work on this for you right away.
I hope to have the chance to talk with you soon, Lauren!
Sincerely,
Alan S
Reviewed Feb. 28, 2014
I was told at time of purchase that I could return the bed if it did not work for me at no cost to me. When we received the mattress and frame, we were very disappointed as to the quality. We keep it for 3 weeks and decided that it was not working for us. I called to have the bed picked up and was told it would be $200.00 to come pick it up and that the frame was not returnable. The frame cost more than the mattress. Do not do business with this company. They know that they are deceiving you about returns.
Hi Rebecca, thanks for taking the time to share this with us. We agree, understanding the terms and conditions of any large purchase is important, and we know it can be difficult to keep track of what is a final sale and what's not when discussing the bed, base and bedding items. That's one reason why we make sure to make the terms and conditions of the sale readily available at the counter in our stores, on our website and on the receipt you signed at the store. That way, all of our customers have a chance to review them and call us to make any changes necessary to their order before it is delivered.
I also want to make sure you're aware that the adjustable base is made to industry standard size, and will work with any standard size mattress. That way, you can continue to enjoy the benefits and features of the adjustable base with your next mattress.
If you have any further questions or concerns I can help with, please don't hesitate to reply to this message and I'll be happy to assist you.
Sincerely,
Alan S
Reviewed Feb. 28, 2014
Worst Retail experience I have ever had! Paid $2300 for a queen LE pillow top and now want to return it and I will be out $370.00 for this live and learn bedding experience. I camp and this bed is no different than sleeping on an air mattress in a tent. Cheaply made and not impressed at all. The reason for the high cost of the mattress is the all store fronts in the mall and advertising! If you sleep with a setting under 60 it looks like your bed has a flat tire! Also the home delivery guys are useless and they drop and go! DO yourself a favor and look elsewhere!
Updated review: May 7, 2014
Problem resolved by Select Comfort, very please with the customer service dept. I contacted them directly in Michigan, and did not rely on the customer service line. They were very fast in resolving my problem
Original Review: Feb. 27, 2014
Our sleep number bed has never been as advertised. It is put together with cheap foam sides that collapse. The mattress shifts off of the foundation. You constantly have to take it apart to shift it back. The mattress top shifts and collapses on the sides. Save your money and look at something else. If you look at a sleep comfort unzip the top and see how little support is inside. I have had this mattress for 6 years with no satisfaction from customer service. Now they say I may need to replace the pillow top for 599.00. I would not invest another penny. Going to look for another mattress to replace this piece of junk.
Hi Linda, I appreciate you taking the time to let us know about this. Defects in our beds are rare, and it's important to us that all of our owners are able to sleep comfortably in their beds, so I'd like to take a second look at this for you and see if there are any other options available that we can take advantage of to resolve this for you and get you back to sleeping comfortably and loving your bed. All I'd need to get started is for you to respond to this message and I can get to work on this for you right away.
I hope to talk with you soon, Linda!
Sincerely,
Alan S
Reviewed Feb. 26, 2014
We purchased a Sleep Number bed in July 2005 for about $2700, which is far more expensive than many traditional beds, but we were swayed by the 20 year warranty the salesperson promoted. In 2009, the remote control display started failing and we were not able to see the numbers, annoying but not catastrophic. In 2012, one of the two air chambers began failing and going flat. We contacted Sleep Number who sent out a repair kit which had poor instructions, was hard to install, and did not fix the problem. We eventually discovered that the mattress was failing due to shoddy construction and air was escaping from the epoxy like material that surrounds the air intake tube on the air chamber. We put a camping mattress in the innards of the bed to make it usable and put it on the list of things in the house that needed fixing.
Today I called Sleep Number to get replacement parts for the failed parts. I was told that their 20 year warranty was really only a two year warranty then it became pro-rated and if we wanted to replace the defective air chamber it was going to be about $115 and if we wanted to replace the failed remote it would be another $25 or so. They are right that in the small print of the warranty there is a part about pro-rating, but silly me thought a replacement warranty meant they'd replace their failed parts. I found the customer service rep and supervisor equally as unhelpful and condescending.
I believe Sleep Number's business plan calls for selling poorly constructed products that fail after a few years so they can sell you replacement parts. I wish we never bought this bed as it is really not all that comfortable, was ridiculously expensive, is of such poor quality that it started failing after a few years of use and mostly because they don't stand beside their products with a full replacement warranty. My advice is to forgo this company and buy yourself a nice memory foam mattress (at least five inches of memory foam) as we did because it is far more comfortable with no air chambers or remotes to fail.
Hi Marc, thanks for taking the time to share this with us. Defects in our bed are rare, but the ones that do occur are most often found and reported in the first two years of use, which is why we fully cover any replacements due to defects during that period. It sounds like you've owned your bed a bit longer than that and you’re now in the prorated portion of your warranty, where we're still covering the majority of the cost for your replacement.
The terms of our warranty are available right on our website and clearly explain what is covered, how long the coverage lasts and how warranty coverage is calculated. If you need more information on our warranty, simply reply to this message and I will be happy to email over a copy of our warranty for you.
I'd also be happy to take a second look at this for you and see if we have any other options to resolve the trouble you're having with the bed. Just reply to this message with details of what we've replaced thus far and any current concerns you may have and I can get to work on this for you right away.
I hope to have the chance to talk with you soon, Marc!
Sincerely,
Alan S
Reviewed Feb. 22, 2014
We bought a sleep number. When we purchased the mattress, we also purchased sheets and pad at a "discounted" amount. Waited 3 weeks for delivery. The delivery men tracked black gunk all on our carpet. The bed looked Like a cheap bed. Frankly my old cheap mattress looked better. Plus the remote for bed didn't have a back. They had to order another one. And when we called customer service to get help about the carpet we had to just get flat ugly. At first they were going to make us wait 72 hours before anyone contacted us. My husband said there was no way that we could live with such filthy dirty carpets.
They finally agreed to send out a carpet cleaning company. He did a sorry job. My carpets are still not right and when we tried to return the bed we find out that they will charge you a fee to return it plus you cannot return any of the unused items like sheets or mattress pad. So basically, I paid them to come into my home and ruin my carpets and I'm stuck with a mattress pad and sheets I don't want. So after they pick up the bed I still have to pay over $600 for nothing, for ruined carpets and no mattress. I will never recommend sleep number to anyone.
Sorry to hear about your experience, Kristen. We pride ourselves on providing an exceptional experience for our customers in all our Sleep Number stores—and continually working to improve that experience. We will share your feedback with our team and the local store. If there’s anything else you’d like to share, please email: customerservice@selectcomfort.com. Thanks again for your feedback!
Reviewed Feb. 22, 2014
I bought my Sleep# in early 2005. I had never spent so much money on a bed in my life and feel so let down. I thought it would help with my severe arthritis pain but if anything it's made it worse. And now I know why. A week ago I called them because one of the bladders would not stay inflated. They sent me some instructions to figure out the source of the problem. I was supposed to unzipped the bottom section but without realizing it I unzipped the pillowtop. When I flipped back the foam found black mold everywhere. Now I'm sleeping on the couch until I get this figured out. Shame on Select Comfort for not sending recall notices.
Hi Debbie, thanks for sharing your concerns with us. We think it’s really important to know that while situations like this are rare, mold can affect any upholstered product under certain conditions. Sleep Number is one of the industry leaders in using treatments that prevent the growth of mold or mildew in our products, and we’re happy to say that we've had no confirmed cases of mold in any Sleep Number® bed manufactured after 2005. We stand behind the quality of our products and we invite you to give us a call at 1-800-451-6340 if you haven’t disposed of your bed yet so we can help troubleshoot any issues you are experiencing.
If you’d like to know more about the steps we take to protect our beds, just click the link below for more information. Thank you and sleep well!
www.sleepnumberfacts.com
We hope to have the chance to talk with you soon, Debbie!
Sincerely,
Alan S
Reviewed Feb. 17, 2014
Never had any issues with my Sleep Number bed. In fact best bed by far ever purchased. With the recent number of "One Star Reviews" it is interesting they are all in different cities/areas and are negative in a purchase from two years ago to ten years ago. I believe with one of the other reviewers who noted something very fishy going on and that very well could be a competitor adding fictitious negative reviews here. Excellent bed and have had mine since December 2013. By the way this company is a consumer rated A+ by the better business bureau.
Thanks for taking the time to share your Sleep Number experience, Paul. So glad to hear you’re sleeping well--and thanks for the support!
Reviewed Feb. 16, 2014
I purchased a Sleep Number bed in 2012 based on three high recommendations from friends. They were not wrong. This is by far and away the most comfortable bed I've ever owned. I have noticed the same thing that some have complained about, occasionally both sides won't go down at the same rate or one won't go down all the way but hitting the Level button seems to straighten that out.
In addition, their customer service was exemplary to me. I called to see if I could order a new mattress "top" because my 6 month old 60 lb pup had urinated on it. I was told sure, at a cost of about $1,400! Hearing the horror in my voice, he walked me through the spot clean process step by step and besides being as simple as could be, it worked like a charm! And anyone who has a dog knows how next to impossible it is to eliminate urine odor.
My next purchase will definitely be in the Sleep Number family.
Glad to hear you're sleeping well, Jenn! Thanks for the words of support. And, I'm glad our customer service team was able to help with the spot cleaning!
Reviewed Feb. 15, 2014
My Sleep Number Experience. February 14, 2014 - I live in Bryan, Texas. I have had chronic back pain and degenerative disk disease for over 20 years. My wife and I determined in December that we needed to invest in a good bed to replace the sagging bed we had 8+ years.
Tuesday, December 31, 2013 - On New Year's Eve, my wife and I drove to the College Station Sleep Number store that just recently opened. We met the store manager, and after looking at several beds we decided on the queen size C4 mattress. We also understood from the manager that the queen size flex fit base (an automated base that can raise head, feet, massage, etc) floor model was discontinued and was for sale at half price. We decided to purchase the flex fit base instead of the standard base. The manager also sold me on purchasing delivery (additional $170), and promised it would be worry-free and seamless. The manager told us that the flex fit base would be delivered separately from the C4 mattress, as the new model would need to come in before the floor model could be delivered to our house. We were told we would have the mattress delivered within 10 days, and the flex fit base would be delivered after Jan 21. We also purchased deluxe pillows, two new sets of sheets, and a $219 mattress cover. Overall investment: $3,347.53
Thursday, January 2, 2014 - I received a call from the store manager that the order was incorrectly placed, and I needed to come back into the store to sign additional paperwork. The store is approximately 20 minutes away but I came in the next day and signed the paperwork to make sure the delivery process stayed on track.
Saturday, January 4, 2014 - I received a call from Sleep Number home delivery. The employee did not have the delivery info correct in the system, which showed that I would be getting a king-size bed and a new king-sized flex fit base all at once. I explained to her that the items would be coming in two different deliveries; one from the factory, one from the store. She told me they would call back with final confirmation, but assured me she had corrected the information in the scheduling system. She scheduled the first delivery for Friday, January 10, 2014, sometime between Noon and 3pm.
Friday, January 10, 2014 - I had not heard back from anyone, so I called the store manager at 2:15 to find out when I needed to be at home to receive delivery. He said I should have received a call two days prior, so he said he would check and call back. He called back and told me the delivery truck was running a little late. The truck finally arrived at 5pm (2 hours after window of time), and I stayed at work until I got a call from my wife that the delivery guys were there. I had authorized them to remove my old mattress only. However, by the time I got home, they had also removed my old bed frame, loaded it on the truck and installed a new standard base, along with the new mattress. When I saw this, I told them I had purchased the flex fit base, not the standard base, and that they needed to take the standard base back with them and I would just use my old bed frame until the new flex fit arrived by separate delivery after Jan 21. They told me they could not leave just the mattress, and I would either have to take both, or they would have to load it all up (both mattress and base), and I would be charged for additional delivery.
I told them I bought one base, not two. They told me that I had bought two, and that I would just have to find a place to store the standard base somewhere in my house after receiving the flex base. I asked if I could get a refund on the standard base, and they told me I could not get a refund, but I could "call corporate" to see what they would be willing to do. The delivery guys were clearly behind schedule and were impatient. They rolled their eyes and chuckled at each other. I asked them to give me just 5 minutes to call the store manager about it. I called the store manager, who was nebulous about a refund for the standard base. I asked how much the standard base alone cost. He told me about $300. He said he would call corporate, but he could "probably work something out". I asked him to please call me back when he knew for sure. He said I would get a call back on Monday, Jan 13.
Based on the manager's word that he could work something out, I decided to go ahead and keep both the mattress and standard base. The delivery guys wanted to make sure I signed some sort of release so they could leave. I did not receive a call back on Monday as promised. I waited until Wednesday, Jan. 15 and called the store. The store manager was not there, so I spoke with another employee. He said he didn't know about it but he would have the store manager call me back. I told the employee that neither the bed nor the pillow felt good to me, but I would give it more time to get used to it.
Saturday, January 25, 2014 - Ten days after I called the store, I still had not received a call back from the store manager about the refund. I decided to go to the store to ask the store manager directly about the refund, and return/exchange the pillow. I walked in, greeted the manager and asked him if he had a chance to call corporate and he said he had not called. Keep in mind this was over two weeks after he told me he would. He told me could "probably re-sell the base" and give me the money back. He also informed me that if I wanted to keep my current headboard I needed to buy separate hardware to fit the flex fit base. He presented me with an open box of used hardware that appeared to have loose pieces. He tried to ring it up on the system but then determined it needed to be delivered separately. So I just paid for the hardware (which was to be delivered later) and exchanged the pillow for another one.
Tuesday, January 28, 2014 - I received a call from the SN home delivery line. She told me they needed to schedule delivery of a mattress. I told her I already had the mattress, but still needed the flex base and hardware. I asked her if the flex base was ready to be delivered, and she didn't have that in the system. This confused her and she was apologetic. She put me on hold over 15 minutes to find out what she needed to do. She finally got back on the line and told me that the current shipment would be just the hardware and it would come via UPS.
Thursday, February 6, 2014 - A different employee with SN home delivery called to schedule another delivery. AGAIN, the information in their computer system was incorrect, showing delivery of a whole bed. I had to explain again that the second delivery would be just the flex base from the store. There was not much flexibility on her computer delivery schedule, but I decided to schedule the delivery on Friday, February 14, between Noon and 3pm. I had a scheduling conflict with work, but I went ahead and agreed to that time to avoid further delay. I began to share some of my frustration with her. She was also apologetic, but told me I just needed to call customer service.
Friday, February 14, 2014 - I received a call at 9:30am from a delivery guy. HE TOLD ME HE WAS ONE MAN SHORT, AND HE NEEDED MY HELP UNLOADING THE TRUCK. I told him I have a bad back, and I am physically unable to do it. Besides, I had already paid for what store manager described as a "seamless" home delivery that I wouldn't have to worry about. The delivery guy told me he would try to get another guy to help and call me back. I didn't receive a call back by 12:15, so I called the delivery guy to find out what happened. He told me I needed to call the main SN line to schedule the delivery for another day. I expressed frustration to him also and he also told me to call customer service.
Saturday, February 15, 2014 - I received a call at 9am from the same delivery guy, informing me he would be doing the delivery later in the day. I told him I was beyond frustrated, and told him not to do the delivery. I didn't want to have the flex fit base delivered, after finding out that it is non-refundable after it is delivered.
Summary: First of all, the bed is ok; at least it doesn't sag like the old bed. However, I still must sleep on my side to avoid back pain. My wife is not particularly impressed either, after we have tried a variety of settings over a period of 36 nights. Secondly, I must conclude overall that this has been the worst customer experience of my life. With exception of the first delivery guys, the SN employees have been polite and apologetic at best. It is evident to me the employees lack training, competence, and responsiveness. Orders are incorrectly placed, calls are not returned timely, and the delivery scheduling system has been wrong every time. I should have noticed a red flag on the first day when the store manager made light of my question about SN's refund policies.
When I came into the store on January 25 and asked the manager directly about the refund on the additional base, his first response was "how is the family?" That was the last thing I needed to hear. At this point I am in a quandary over what to do. I want to get rid of the bed and forget the whole thing. I have nothing good to say about Sleep Number, and if my experience is a true picture of how the company is run, I have no confidence that the company will last through the warranty period.
Hi Joey, thanks so much for taking the time to share this with us. I can't begin to apologize enough for the experience you've had with your bed so far. Issues like you're describing are rare, and I can only imagine how frustrating this must have been for you.
I'd like to have the chance to follow up with you on this and see where we stand with the bed as of now. All I'd need you to do is to reply to this message with some details on how the bed is working out for you at this point and I can follow up on this for you right away.
I hope to have the chance to talk with you soon, Joey.
Sincerely,
Alan S
Reviewed Feb. 14, 2014
Purchased a bed in Nov. Was on the fence. Was told that we had 100 days to try it. If it didn't workout we could return everything but the sheets and mattress cover. Just tried to return it (only been 65 days). Was told that the (custom to sleep number) electronic base ($4,000) was not returnable. Mike, the sales person from store 028 never mentioned that when he told us about the 100 day home trial. Just called Mike and he said to call customer service. Called customer service, they put on a supervisor. Supervisor said nothing that they could do...I should call Mike.... Careful, Sleep number will do anything to take your monies.
Thanks for taking the time to share this with us, Peter. We agree, having a full understanding of the terms and conditions of the sale for any major purchase is important, and we know that there can be a lot to take in when you visit our stores. It can be difficult to remember what is a final sale and what is not when you're discussing a mattress, base and bedding items. That's one of the reasons why we make sure to provide the terms and conditions of the sale at the counter in the store, on our website and on the back of the receipt you would have signed when you purchased the bed. That way, all of our customers have a chance to review those terms and conditions later and give us a call to make any necessary changes to their orders before they arrive.
The adjustable base is a final sale per the terms and conditions of the sale, but I want you to know that your adjustable base is made to industry standard size, so you can continue to enjoy the benefits and features of the adjustable base with your next mattress.
I'd be more than happy to look into this for you and make sure we don't have any other options available for you, I just need you to reply to this message and I can look into this for you right away.
I hope to talk with you soon, Peter!
Sincerely,
Alan S
Reviewed Feb. 13, 2014
A response to Richard in Lone Tree, IA. I wanted to make sure to tell you when they finally deliver your bed and set all the settings for the adjustable frame. LAY DOWN IN THE BED BEFORE THEY LEAVE AND TRY THE SETTINGS> Sometimes my settings work when we are not in the bed but if we are lying in the bed and try to hit a preset like the zero gravity - it goes crazy. We were told not to use it until it is replaced because it will damage the mattress. Now we are two failed deliveries later and still no adjustable bed. This company's beds might be nice but their DELIVERY needs a lot of help.
Sorry to hear about your situation, Anna. But, thanks for sharing. We pride ourselves on providing an exceptional experience for our customers—and continually working to improve that experience. We will share your feedback with our delivery team. In the meantime, maybe we could chat privately or offline about the specifics?
Reviewed Feb. 12, 2014
I love Sleep Number and their customer service has been nothing but helpful to our family! My son bought a Sleep Number M7 about 6 months ago and absolutely loved it which prompted my husband and I to visit the store around Thanksgiving 2013. I have severe arthritis (arm, neck and back pain) and after looking at Sleep Number and Tempur-Pedic beds, we decided to purchase the M9. Of note, two of our friends purchased the I series around the same time... After 67 nights of sleeping on our M9, I still found it to be rather firm and I woke up in the middle of the night feeling very hot... After talking to our friends, they said they loved the I series and never felt hot and it was pillow top! My husband and I then visited the store again and expressed concern that the sales rep that assisted us in November only showed us the M series beds.
The new associate stated that with my arthritis and because I was waking up feeling hot, she felt the I series would be better suited for us. She suggested I contact their customer service and exchange the bed... I then contacted Sleep Number Customer Service and spoke with Joe and expressed my concern. After explaining, he said he would exchange the M9 for the I10 and would not charge us the $199 return fee!! He was so very nice and even offered me to exchange my pillow and gave me some other pillow suggestions because I had mentioned I was still having headaches. Our I10 was delivered two days ago and my husband and I love it!! Overall, our family and friends are 100% completely satisfied! Thank you, Sleep Number!
Glad we could help, Deb. And more importantly, so glad you're sleeping better now!
Reviewed Feb. 11, 2014
I had a home delivery set up for a Saturday afternoon. At 10:15am they call me and tell me they are cancelling deliveries because of weather! It was a light snow for crying out loud and there was no wind! We live in Iowa, this is normal!?? So they tell me they will contact the delivery schedulers and I will get a call to reschedule. Guess what, Tuesday afternoon, 3:15, still no call! So I call the store and they give me Home deliveries phone # and I call myself (After I gave them $2500.00) and I am told next available delivery is the following Tuesday! Yet another week and we are sleeping on our mattress on the floor because they called us after I had everything tore down and moved for the first delivery!!! Do NOT BUY these at the store!!! Go in and get your number then order online and set it up yourself!!! If I have to wait a week, we are going to the store to cancel our order and then buy it online... We will get it before the store could deliver it and I don't have to take time off of work to wait on them to show up!!
Sorry to hear about your experience, Richard--but thanks for sharing. You can always give our customer service team a call at 1-888-411-2270 from 8-6 CST, M-F or from 8:30-5 CST on Saturday to discuss.
Reviewed Feb. 11, 2014
I purchased a Sleep Number bed about 3 years ago and I have tried to like it, but it has never really been that sleep I was looking for. Recently it has become unbearable to sleep on. I wake up multiple times through the night in pain. The pain is not just in one place, it is everywhere that my body is in contact with the bed. I'm only 34 and in pretty good shape. I have no medical issues. This mean the bed is hurting me. Generally it takes about an hour to recover from the pain I wake up with every morning. I have called customer to let them know the bed is not performing as advertised and they want to blame the environment or me. Now they want me to pay for replacement parts because their product is terrible!! I have had the bed for 3 years and I still don't know what my Sleep Number is because I have yet to find one that is comfortable. What a waste of $3K!!
Hi Cathy, I want to take the time to thank you for sharing this with us. I'm so sorry to hear about the difficulty you've had getting comfortable in your bed! We want all of our owners to be able to enjoy their beds and we think it's important for you to know that we have a team of comfort specialists available over the phone who specialize in helping make sure all of our owners are sleeping well. I'd be more than happy to arrange for them to get in touch with you and see what options they can offer to help get you comfortable in your bed, I would just need you to reply to this message with a phone number and a time of day that is convenient for us to get in touch with you. Then I can get to work on setting this up for you right away.
I hope to have the chance to talk with you soon, Cathy!
Sincerely,
Alan S
Reviewed Feb. 3, 2014
We were sleeping on a mattress that did not work for my wife and I. I would always wake up with lower back pain. We finally decided to take a leap with the P5 sleep number bed. Talk about a good investment. No more back pains and we both sleep through the night. The sleep number store in Virginia Beach VA we bought it from was fabulous. The pillow that I originally purchased did not fit my style. I took it to the store and exchanged it with no hassle. We just received our first referral coupon in the mail and bought our kids some sheets with the $100 store credit. Talk about a win win. I would highly recommend this company. I hope the level of service and satisfaction we have received so far continues.
Thanks for the great feedback and endorsement, Lance! Glad you and your wife are sleeping so well!
Reviewed Feb. 3, 2014
After a fire in my house the remote for my bed was lost or misplaced. The replacement cost was quoted as being 98.00, after lengthy and frustration phone calls I was able to reduce this to 49.00 plus 25.00/shipping. There is no way to fill the bed without the remote. Don't lose or break your remote if you do bend over and take what they have for you. Great bed, BAD CUSTOMER SERVICE AND SUPPORT.
Reviewed Feb. 3, 2014
We went to the Sleep Number store in Bend, Oregon to compare and shop mattresses. We did the little test to find out number. They had a special going for financing and we were asked by the salesman if we would like to see if we qualified for any financing. We filled out the paperwork and in 5 minutes he says "congrats you qualify and I have your bed arriving in 2 weeks." WAIT a minute. We were not buying a bed today only shopping and seeing if we would qualify for financing. We told the salesperson we were not buying and to cancel any info he put in. We were clear we DID NOT want a bed or any CREDIT.
One week later I receive a credit card in the mail from Sleep Number! Had to call and cancel it immediately. When I called their headquarters to complain about the slick salesmanship in the store I was laughed at and said "oh well you filled out the paperwork!" Plus the dollar amount of the credit card limit was way less than the bed we were looking at. So what would have happened if the salesperson would have went ahead and ordered the bed? We would have had another bill for the balance.
I will never buy a Sleep Number bed just because of the customer service attitude! I suppose each sales person gets some kind of credit for each person they sign up for a credit card. Kind of a sleazy way of doing it if you ask me!
Sorry to hear about your experience, Angie. We pride ourselves on providing an exceptional experience for our customers in all our Sleep Number stores—and continually working to improve that experience. We will share your feedback with the local store manager. If there’s anything else you’d like to share, please email: customerservice@selectcomfort.com. Thanks again for your feedback!
Reviewed Jan. 28, 2014
Purchased 4200 Calif king bed to replace a number bed that we purchased 17 years ago. The new unit is useless. I have contacted Sleep Number service without help several times and was subjected to rude and stupid service.
Sorry to hear about your experience, Herb. We pride ourselves on providing an exceptional experience for our customers—and continually working to improve that experience. Please give us a call at 1-888-411-2270 from 8 AM to 8 PM CT M-F or from 8:30-5 CT on Saturday and we can work to help you with this issue.
Reviewed Jan. 27, 2014
We paid $6600 for the remote controlled split frame/mattress adjustment feature, P5 King Size, with independent massage and were told that the return policy runs for 100 days. It only took us about two weeks of trying an infinite number of head and leg lift combinations to come to the conclusion this bed is not for us. We called the Sleep Number customer service people on day 15 only to be told NOTHING BUT THE TWO AIRBAGS are returnable. No refund on frame, motors or other hardware or electronics.
SO................ if you are inclined to take this sizable financial gamble, be sure and understand that once that thing hits your bedroom IT IS YOURS!! We disposed of a one year old high end firm king expecting some relief from a gastro/medical issue. Not only did it not help that issue, the S# bed is not as comfortable as the one we gave away. Friends ask us all the time about our satisfaction with the product and you have already read what we have to say. Too bad I did not see the RED D+ grade another site gave their customer service. D- to F is more like it.
Reviewed Jan. 23, 2014
We purchased the queen size Sleep Number bed just over a year ago. We have yet to get 'comfortable'. We called them nearly every 3 days for the "90 day warranty" period. They extended it by another 30 days. To give them some credit, they sent extra pieces of foam, changed out the mattress for one that zips together.. On our own, we purchased a gel top - that helped.. At the end of that, we said we just cannot cope with the bed. Then they told us we would have to box up and pay to ship the bed back to them, and pay a $200 restocking charge! WHAT!!!! That was not on the contract - they would not take it back without charging us. To this day, we call occasionally.. who knows - something may happen!!! We will be selling this bed at a serious loss - and go back to a conventional bed - additional expense. We are so very tired!
Hi Shirley, thanks for taking the time to share this with us. I'm sorry for any confusion in regards to the return policy on our beds, but we do state in all of our documentation that our customers are responsible for the return shipping. I want you to know that there are other shipping options available and that our customers are also free to use a shipper of their choice to send the bed back, sometimes at a lower cost than we can offer.
It's also important to us that all of our owners are sleeping comfortably and loving their beds. We have a team of comfort specialists available through our Customer Service Team who would be happy to look into additional options to help get you comfortable in your bed, if you still have it. Customer Service can be reached at 1-888-411-2270 from 8AM-8PM CST, M-F and 8:30AM-5PM on Saturday.
If you have any additional comments or concerns I can assist with, please don't hesitate to let me know, Shirley.
Sincerely,
Alan S
Reviewed Jan. 22, 2014
I bought this bed over a year ago and I hate everything about this product!!! It hurts to lay on and no matter what I try, I can't escape the pain I am experiencing!!! I have notified the company and the Finance Company of my objections. I want the monies paid returned and the freedom to purchase a new bed. I am almost 69 years old and I would like to have some restful nights sleep before I much longer. I have not slept more than a few minutes in a day since this bed. I will require surgery on my back and my right knee. I won't have this done until I have a new bed. I hope someone will be able to help me get this problem resolved as quickly as possible. Please HELP ME!!! Thank You!!!
Hi Helen. So sorry you’re not sleeping well. We really want you to love your Sleep Number bed, and we’re more than happy to see what options are available to get you sleeping better. Please give us a call at 1-888-411-2270 from 8 AM to 8 PM CT M-F or from 8:30-5 CT on Saturday and ask to talk with a Sleep Specialist so we can get started. We hope to hear from you soon!
Reviewed Jan. 22, 2014
We purchased the Sleep Number p6 and I have been waking up with NO pain. I was in a very bad car accident in 2011 that left me with horrible back and neck pain. After I purchased this bed, I will never purchase any other kind. I wake up feeling refreshed and fall right to sleep. So far I haven't had any issues. They also gave us two outside shells for the bed and we purchased their Pima cotton sheet that are the best sheets I've slept on! I would recommend this bed to ANYONE, the $3000+ WAS WORTH EVERY PENNY. You do spend half you life in bed. Will be buying another for my daughter when she's in her teen years or possibly hand down the queen so we can purchase the king size. Very happy with our purchase!
Glad to hear you're sleeping so well, Joanne! Thanks for the wonderful endorsement!
Reviewed Jan. 18, 2014
Purchased this mattress about two years ago from a Naples, Florida store. My husband has been ill and unfortunately stained all three covers (the frame, the mattress and the top cover). I have gone on chat to learn how to clean these covers and have been told that they are spot clean only. We spent $2000 on this mattress and now find that it cannot be cleaned. The solution is that we purchase new coverings. Very unsatisfactory, and I wish to alert anyone thinking to buy a Select Comfort to strongly consider this possible event that they may experience.
Hi Lynne, thanks for taking the time to post about this. We're sorry to hear about the trouble you'e having with your cover! Unfortunately, washing or dry cleaning the cover to our beds will cause them to come apart, so we can't recommend that. Many of our customers do report having good luck with the spot cleaning treatment you mentioned, and we also offer a stain resistant mattress protector for the bed that can help keep this from happening. If you'd like us to take a second look at your account and see if there are any other options available to get this resolved for you, we'd be happy to do so. Just send us a message letting us know you'd like us to look into this for you in more detail and we can get to work for you right away. We hope to talk with you soon, Lynne!
Reviewed Jan. 16, 2014
We purchased a M9 series bed in August 2012 mostly because I deal with chronic pain. It added to my pain issues and I find that I dislike the bed. We paid to have the bed set up and had them come back because it was off, they fixed it. I mentioned another issue of their sheets are making my corners round, they did nothing. We are past the 100 night and find that we hate the bed, it's been mentioned to the company numerous times and all they want to do is focus on 100 night trial but won't do a thing about it. We spend almost $9,000 on it and I will never purchase from them again. They won't let us return or exchange it. I have owned 2 other number beds, 1 king, 5000 series and loved it and I also own a 1 queen 7000 series bed. I really dislike my M9, not worth money at all.
Hi Kimberly, I want to thank you for taking the time to share your experience with your m9 bed with us. If you purchased your bed in August of 2012, then we are well past the 100 night trial and returning or exchanging the bed wouldn't be an option, but we'd be more than happy to look into other options to help get you sleeping comfortably in your bed. Just message us back if you'd like us to do so and we can get to work on this for you right away. We hope to talk with you soon, Kimberly!
Reviewed Jan. 16, 2014
In December, my wife and I bought a king-sized i8 from the Columbus, GA store. Soon after the bed was set up, I noticed a strong cigarette smell. It seemed to be coming from the mattress itself and not the sheets. I didn't sleep in the bed, or even enter the bedroom when I could avoid it, for several days, and the smell seemed to get a little weaker. After a month, I can still smell cigarette smoke sometimes, though the smell isn't as strong now. When we take off the sheets, the smell is much stronger. I described the smell in a survey the company emailed me soon afterwards, and I have not heard back from the company.
Hi James--thanks for sharing your situation with us. We’re so sorry to hear about the cigarette smoke smell. Have you had a chance to talk with our Customer Service team yet? If not, we'd encourage you to chat with us at 1-888-411-2270 from 8 AM to 8 PM CT M-F or from 8:30-5 CT on Saturday. We look forward to hearing from you!
Reviewed Jan. 15, 2014
We inherited a queen Sleep Number Bed in our "new to us" RV; year 2006. The pump did not work properly, but a call to the factory resulted in a new motor shipped to us in five days. I was impressed by their service and so decided to give the bed our best try. After two months, we were ready to remove the bed in favor of a conventional mattress. The bed is a glorified air mattress, and (in my opinion) the individual sleep control system touted by the brochures is a marketing gimmick. Because there are two air chambers, there is an inevitable trench effect. The two chambers are tied together with mattress covers and sheets, and it is inevitable that you and your partner will meet in the middle. While it is fun for awhile, the need for sleep takes over and you are left trying to sleep two in a hammock.
However, we think we have solved the problem. A friend suggest putting some "noodles" (as sold in a swimming pool supply store) between the two air chambers for side support. I spent $5.00 and for the first time in months, we had a good night's sleep. There was no "trench". Maybe I am missing something, but I cannot understand why a manufacturer would continue to push a product with this known defect when a simple fix will work. If you are reading this, you maybe thinking about purchasing this product. Buyer beware!
Hi Fraser, we want to thank you for taking the time to leave your thoughts on your bed. While very few of our customers ever report experiencing an issue with the center of their bed, we want you to know that we do have several options we can offer to resolve the concern you have about the "trench effect". If you still own your bed and would like us to look into this for you, just reply to this message and we can look into those options with you right away. We hope to have the chance to talk with you soon, Fraser!
Reviewed Jan. 14, 2014
If I could rate the entire experience, from the sales person in the store to the delivery and setup, to the quality, and putrid odor of the bed foam, to the customer service on the phone, the whole lot from A to Z, I'd rate it as a negative number, a black hole not a star. Here's our experience, and I might add that we were return customers, we had purchased a top of the line 7000 model 12 years ago. After about 4 years we did have to add additional foam but it wasn't too big a deal. This time being return customers we figured we'd replace our aging bed. Well, to start with the sales person was blurting aloud my social security number repeatedly while other customers were within earshot. Now, I'm not the paranoid type but, I have had my credit card numbers stolen twice and identity once. It's not a pleasant experience. I asked the salesman to please be a little more discreet. This occurred while he was on the line obtaining the credit approval.
Second, we never received a courtesy call setting up a delivery date window 48 hours prior as we were told we would. The driver called the house when he was at the end of our street and showed up minutes later! Third, the drivers couldn't set the thing up fast enough, then threw the thing together in about 10 minutes taking little care in assembly to the point where one of them even knocked a picture off of my wife's dresser, lucky the glass didn't break. They were to remove our old bed and their solution to that was to drag it down the hallway, toss it into our living room while they assembled the new bed. Third, my wife noticed it right away, there was a peculiar odor emanating from the bed, I didn't notice until the next day. The foam smelled like a barn. Awful smell, like wet hay combined with some sort of industrial chemicals. It permeated all the way through the pillow top. When we unzipped the pillow top, whew! It's too hard to put into words what it smelled like. The whole bedroom stinks now and we have to keep the door closed so the rest of the house doesn't absorb the odor.
Fourth, the customer service, the first one that is, told us to just stuff some dryer sheets in the bed and or unzip the top every day and let the bed air out.??? What ?? Why in hell should we have to do that, we just spent 5 grand for the bed. So next we called to cancel their sleep number credit card that they force you to apply for, we didn't want the thing to begin with. Of course we were routed to a third world country after being on hold for twenty minutes. My guess is once they know you plan to return the bed, it's a test of wills. I wasn't going to give in and hang up. Once that was done we had to call yet another customer service number waited on hold for another half hour, explained the problem a second time only to get transferred to the 'return' representative. This was another twenty minute minimum, I gave up watching the clock.
So I gave this woman the whole story from beginning to end as I am writing it now. I told her that I think it's pretty sleazy to charge someone $200.00 to have a defective product removed from their home. By then my tone of voice was far from pleasant. She started getting rude of course in response so when I asked to talk to her supervisor, her tone suddenly changed and I was told she'd see what could be done about having the pick up fee waived. I am happy to report that at least I was told it would be waived, we'll have to see if that becomes true or not. So now as it stands, I was given an RMA number and yet another 800 number to call to set up a pick up date and time. I was told I would only be charged for the original setup fee of $169.00, only? Gee thanks. Well it's not a lot of money to most people but it is to others and to me it's the principle of the thing. At least I may be lucky enough to not have to pay to have the stinking thing removed. I hope.
Don't even get me started on the quality of the parts and foam. The foam wasn't even cut evenly in its thickness, nor was it a single piece, it was only about an inch thick at the foot end and about three inches at the head, of course if that were reversed it'd be different. This was NOT THE SAME BED WE LAID ON IN THE STORE. My wife couldn't get to sleep on it for two nights. I woke up with a back ache about 4:00 am two days in a row. IF I WERE YOU I WOULD NOT EVEN BOTHER TO SET FOOT IN ANY SLEEP NUMBER STORE. THEY AREN'T WHAT THEY USED TO BE. IT'S A POORER QUALITY ALL AROUND.
Thanks for taking the time to share this with us, Robert. I'm so sorry to hear about all the trouble you had with your bed! I want you to know that feedback like this is very important to all of us here as it allows us to examine where we still have room to improve. I am forwarding your comments on to our Home Delivery Team, Product Team and Customer Service Team so they can look into this and make sure it never happens again. I'd like to also follow up with the area manager for the store you visited, but I'll need some further details before I can do so. If you could reply to this message with the store location and the name of the representative you were working with, if you remember it, I would very much appreciate it.
While I wish your new bed had been a better fit for you, and that you'd had a better experience, I want you to know how much we appreciate you giving our bed a try. If you ever have any questions or concerns in the future, please don't hesitate to let us know.
Sincerely,
Alan S
Reviewed Jan. 9, 2014
We purchased our Sleep Number bed in 2007 and have had several issues which have been resolved by the company. The current and most inexplicable problem is this. I am a side sleeper and set my number at 55 while on my side when I get into bed. Every night I will wake up several times with my shoulder and hip throbbing in pain! I check the number on my side of our digital remote and it reads 80!!! How in the world does the bed self-INFLATE every single night?!? I could understand it deflating but not this. My husband sleeps with his on 100 and it never budges, ever. He does not migrate over to my side which could make it read higher. It does this even when I am in bed alone! Can someone from the company please explain why this is happening and ruining my sleep???
Sleep Number Company Information
- Company Name:
- Select Comfort
- Company Type:
- Public
- Ticker Symbol:
- SCSS
- Year Founded:
- 1987
- Address:
- 9800 59th Avenue North
- City:
- Minneapolis
- State/Province:
- MN
- Postal Code:
- 55442
- Country:
- United States
- Website:
- www.sleepnumber.com