Sleep Number Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Original Review: Feb. 16, 2016

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Most recently my bed completely deflated on the right side, flat as a pancake. After troubleshooting online for over an hour we attempted to call customer service. They could only guess what is wrong with it and they determined it was the pump so they have to ship us a new pump. Could take up to 2 weeks to receive and then I have to call to schedule an appt to have someone come out and set it up so not to void my warranty. In the meantime I have spent 4,000 on a bed I can't sleep on. I have no spare bed so am sleeping on the couch or floor. I receive a message the other day and they can't have anyone out to service our bed until February 5th!! Are you kidding me!! All customer service can say is, "I'm sorry we have had a lot of issues with our beds lately, and we can't get anybody out any sooner." Sleep number promises you the moon to get you to buy their bed and once you're out the door you're on your own.

Bed finally delivered. One side IQ tech doesn't work. Sent bill up north. When I received it had a $37 late fee Mgr said bill would be $250. Just mattress is $231 and will need to add flex bottom and base to amount. How can you not know what your monthly payment will be? False advertising?? Billed 3 weeks before delivered. Unethical? Delivery company called to deliver flex & base to Naples instead of up north in March. Already billed for flex and base even though won't receive until March Maybe?? Store manager says manager from corporate will call. Haven't heard a word. I tried to call, 30+ wait times and cut off. Still no resolution. Store mgr says he can't do anything, it's up to corporate. Sales person no help.

Bottom line, I paid about $7500 for a product that doesn't work, billed before shipped, no CS, rude CS, no follow up, wrong shipping info, wrong price quoted. I've spent more than 20 hours of this with NOTHING to show for it. Do not buy this product as you will lose sleep over trying to get anyone to help you or tell you the truth or fix the broken product. If not resolved this week, bed will be returned. We can't get anyone to follow up, not to mention being lied to.

Updated on 03/06/2016: After being told twice my order was canceled, it arrived 3 weeks later than promised. I sent it back 3 weeks ago and still have the charge on my CC in dispute. No response from the company until today, 3.6, thru consumer affairs. My initial review was 1.27. It appears they are trying to look like they care when they really don't. Don't be fooled. Literally everything I was told by this company wasn't correct and didn't work out. It's Buyer Beware with Select Comfort.

I had to spend hours on the phones with reps to get this delivery date pushed up to only a week out. I then had to have my wife sleep on the ground the 1st night and purchase a used bed to sleep on for the rest of the week. I informed the customer service rep that I wanted to speak to a manager and I got put on a callback in the next 72 hours. 72 hours later I spent an hour on hold to inquire why I didn't get a callback and was put on another callback in the next 72 hours. Neither of these callbacks ever happened. Needless to say this was the WORST customer service experience I have ever witnessed and I plan to tell everyone who tells me they are looking into Sleep Number how enraging the customer service is. I am still contemplating returning the bed not because I do not like it (because I do) but because every time I sleep on it I think about this frustrating process and the fact it was NEVER resolved.

During my hold I called the salesperson who told me they cannot cancel the order and I have to speak with the returns department. I also did an online chat who also told me that I needed to speak with the returns department. What a joke. CS rep finally came on at 48 minutes (after the 30 minutes). Took my information but said their computer system is not letting them cancel the order - IT issue. Said she would call me back after the computer is fixed and confirm the cancellation.

On December 23rd we were told the correct remote would be overnighted. On January 4th we were told our order was in queue but for an unknown reason had not been picked up nor shipped. Another was order and on the 11th I was again told the same stupid story. On January 18th I was told he could none of the reason it never got here but could see from UPS it has not been delivered and he would again order the correct remote due to me by January 27. Last night I found a remote on the front porch, which of course is once again not the correct $300 remote I purchased. I am currently on hold again, so far 23 minutes to tell them, again it's wrong. On Monday the 18th, I called the salesman out of frustration, he was kind and said he was have a manager call us, within 24 hours. Still waiting!! This by far is the worst customer service ever and I am so very sorry I ever did business with this company. My Sleep Number is negative 10!!

However, going on three weeks I have yet to be able to get in contact with anyone using email, phone, or chat. I have no response to numerous emails starting day one of receiving the bed. For the first week I had been trying to get support to get missing parts. For the last two weeks I have been trying to get reimbursement for the SleepIQ that I have yet to be able to use and now no longer want.

I MADE the corner parts myself based on the pictures since I can't get anyone. You will hold on the chat and/or phone for hours to have no one answer (or in the case of the phone it seems to hang up right at the one hour mark every time). The closest I got to help was using Twitter which they respond quite quickly only to finally refer you to the contact page and well we know the results of that. FOR ANYONE THINKING OF BUYING A SLEEP NUMBER BED, know that you will be on your own once you make the purchase. It is a very comfortable bed... but if you have issues or need of customer support... forget it.

Updated on 3/07/2016: To follow up my complaint, 2 more reps came out, they recommended most of the mattress would need replaced, which they would report. I needed to call the company and also notify them of the issues. I did and talked with a very professional rep. He would do his best to get it repaired ASAP which he did. We had to leave town before that happened, we notified the company if it could not be replaced by 2/10 then repair it 3/3. We received a call the afternoon of 2/9 and they wanted to schedule, I explained could not do it until 3/3 and we had an appointment.

2/10 we got a phone call from our son who just happened to be here. Sleep Number told him they had an appointment, they did not. He let them in all they did was strip the bed leaving the bedding on the floor, and they left. More reps came on 3/3 and repaired the bed so far. They were professional. We still need to air the bed up to 100 every morning and return it to our Sleep Number at night. What a mess.

Imagine, after spending $3400 for everything, it needs to be replaced. When I think back to the purchase, they promise you the world, then they sell you a mattress pad for =$299, cooling pad for $225, sheets for $300, etc., etc. charge shipping, charge for setup. They have it all figured out for something that probably costs them $300, they charge $3000 and what a piece of garbage. I will never, ever, consider buying another thing from them.

Called Sleep Number on December 30, 2015 and talked to Patricia to check on second box and was told they would look into it and give us a call back; at this time I still have not heard anything from Sleep Number. Checked again with shipper and now they tell me that the shipment has been cancelled. Don't know if that means Sleep Number has cancelled my order or just the shipping that was ordered on December 17th. Will have to call Sleep Number again (OH THRILL!!) to see what is going on this time. We have had two other Sleep Number beds for over 12 years and have never had this much problems with Customer Service and that was when you could go to a reputable mattress company and not just Sleep Number stores to purchase them.

Called and after 10 minutes of hold, was told the delivery was supposed to have been rescheduled. I asked to cancel. Transferred to "returns," another 10 - 15 minutes on hold. Cancelled the order, was told it might take 3 weeks for the credit to my card. Asked to speak to a manager and after another 10-15 minutes on hold reached one (a very nice lady, Jessica). After discussion, and also another long period on hold because the system would not let her refund the delivery charge, we finally got the order cancelled and both the full amount for the bed and the amount of the delivery fee refunded. Total time on the phone: 1 hour 10 minutes. Really too bad, I believe they have a better than average product; however, if they can't deliver after 6 weeks and 2 tries, I'm going elsewhere.

After a couple of days venting, we decided we did not want this bed. The smell has not left the house. We taped off the return air vent to prevent the odor from going all over the house. We are hoping it will eventually air out in our bedroom. The bed is now packaged up in the garage. I called customer service 1/14/16 to arrange a return. I was on hold for over 50 minutes and eventually was cut off. I called again today (1/15/16), was on hold for over 30 minutes and cut off again. I tried calling the store where I purchased the bed and after 4 attempts I finally left a message. We'll see if they call back. I did tell them I just had a question.

I was told the bed had a 25-year warranty, but after asking a few questions, I learned it's really a 2-year warranty. The 23 years of prorated warranty are just a useless gimmick in my opinion. I was told they had a 100-day trial period during which I could return the bed (for a restocking fee of $200) or switch to a different model for no charge. After asking a few more questions, I learned they would NOT take back the adjustable base (which was over half the total cost). My interpretation of this was that there are no refunds on anything (what's the point of returning the mattress without returning the base?).

The expected availability for the bed was up to 3 or 4 weeks due to a heavy order volume, but "it could be sooner." I received a voicemail in only about a week saying they automatically set up a delivery date of January 11, 2016. I notified them I was unavailable that day and preferred the 13th. They called me back the next day and said the 13th was available and agreed. I received an automated call on the 12th giving me a 4-hour window for the 13th. I received a call on the 13th right in the middle of that window giving me 15-minute notice.

The (rented) delivery truck arrived exactly on time. All parts were packaged new and were correct. The installation took about 45-60 minutes. The 2 guys were nice and knowledgeable. They did use shoes in my bedroom, but they did politely ask first if it was OK and I answered if they rub their shoes on the mats then OK. They showed me how to setup SleepIQ and the remotes. They offered to take my old mattress which I declined. They cleaned up all the bags and packaging, gave me the booklets, I tipped them and said goodbye.

Everything went just right. Reading the booklet, I learned the foam padding in the topper was to be left open to enlarge and de-fume for 4 hours, but the installers put the bed all together immediately. So I unzipped the top cover and let the foam air out for the rest of the day. The chemical fumes were what I would call unbearably CHOKING. They instantly gave me a headache and sore throat being in the room for a few minutes. To be fair, I am the "sensitive type" but my wife is the "normal type" and was uncomfortable in the room.

I think the foam needs to air out for several days before use. But this is very inconvenient. I have the windows open and the fans on and we decided to sleep downstairs on the couch to avoid the fumes for at least 1 night, and we'll decide later on the 2nd night, etc. Other than setting up delivery, I have not had to deal with customer service, so have no comment on their quality of service. I wish the delivery guys were a tad cleaner (shoe covers and white gloves would be nice). And I wish the foam wasn't so chemically noxious, but foam is foam. I suppose "organic latex" or something would have been healthier. Overall, I experienced nothing negative that was mentioned in any of the other reviews.

After being on hold for 30 minutes so far, waiting to get to a manager (still waiting), I read on the internet that this happens all the time with customers who order Sleep Number beds on this site, and it has happened to me! Finally a manager came online and he said he has no idea why the Sleep number delivery area which he manages never bothered to call me to tell me this information. Let the buyer beware!!!

Original Review: Jan. 12, 2016

Let me just start by saying I have never ever gone out of my way to write a bad review but I have had such a horrible experience I had to. First got a call from a lady asking when to ship my bed. After talking she found she had my parents' information in MN so it would be delayed a week. After not receiving a call for A week I called and we set up a time for Dec 13th to receive my bed. I call back on the 13th only to find out my bed has been lost, so now delayed two weeks. We set up a time to install my bed on Dec 23rd. The guys came to my place but were missing one part of my bed, they said they would try and find it. They didn't find it so they said they would set up an install for January 4th. At this point I'm a little frustrated so I called and got the install fee waived.

Jan 4th comes around and no call so I call back again. I talk to a guy in the shipping department and he says he would write all this in my bio and to call customer service to see if they can reimburse me for my troubles and also set up an install for Jan 13th. I call and the lady kindly takes $200 more off my purchase. On Jan 8th I get a call from Sleep Number asking to set up an install date. I tell the guy I already set up a time for Jan 13th and he said "that's not in my record" and that "nothing" if what I'm saying is in my bio. After the guy reassured me he was putting all of this down on my record, I reschedule an install date for Jan 27th. I call customer again and ask if there is any way they can just ship the one part to me to get here sooner and maybe I should be reimbursed fully for this bed. After laughing at me about full reimbursement she explains there is nothing she can do about the shipping of the one part.

I'm beyond mad at this and since there is nothing in my bio about a bed even been shipped to my place, what's stopping me from throwing everything I have away. That's the same as getting fully reimbursed? I know I am the brunt of the holiday backup and this kind of stuff happens a lot. This makes me very sad and upset because now it will have been 12 weeks since I ordered my bed and I haven't even been able to try out how nice everyone tells me the bed is. Sincerely the worst experience of my life.

After about 2 hours, I called to see if he had gotten lost and was told they made a mistake, they did not have our bed on the truck. Nope they did not call me, I had to call them! During those two hours waiting for their arrival, I had cleaned out our bedroom, removing our very large and heavy Tempertic by myself with an injured hand, cleared an open walkway through our house, etc.

Very disappointed and upset, we waited until the following delivery date but the night before I received a call stating that once again our bed is not in stock and would be delayed another 2 and a half weeks!!! I called customer service in which I had to wait 57 minutes to speak to someone who could not offer any help. I requested to speak with a supervisor who also did nothing and only handed over excuse after excuse, telling me this has been an issue ever since they changed over to a new shipping system back in October! At no point was I offered any compensation, not satisfied that there will be any changes to their current delivery situation. So we still do not have our bed and have a feeling the 28th will come and go. I'd suggest buying elsewhere!

I called the Customer Service line on November 30th, 2015, and spoke with a person who suggested that what we needed to solve the problem was a topper and that she would have it sent right out. Today is January 11th, 2016 and we still have not received this topper. I have made over 5 phone calls to customer service, each of which had a hold time of over 30 minutes. On Tuesday, January 5th I spoke with an individual who stated that she would fill out a form to have a supervisor call me. She stated she would return my call within 48 hours. Of course, I never received a call.

I called again today and finally got transferred to a "Supervisor", Alexis. She spent time providing excuses as to why I didn't receive a phone call and why they are so far behind. When I told her I hated this bed and just wanted to get rid of it, she stated she could return the mattress, but I had to pay for the shipping! She also stated the adjustable base is a final sale. Alexis stated that the reason I had to pay for the return is because they have a solution...unfortunately they could not tell me when that "solution" would arrive!! For the price of this bed, this has been a totally unacceptable experience! It is clear, based on the wait times, that people are not happy with this bed and that the company can not address the concerns. I wish I had never purchased this bed and am very disappointed!

Original Review: Jan. 11, 2016

On Oct. 14, 2015, we ordered 2 hose extension sets for our Sleep Number bed and were advised that due to problems with their new inventory and related systems, they would need 4-6 weeks for delivery; my credit card was subsequently charged. After 2 weeks I called for a delivery update and was advised that system problems continued and another 3-4 weeks was needed. At that time, they refunded the previous charge to my credit card with the explanation that they shouldn't have charged me in the first place. After another 3 calls to Customer Service in Oct. and Nov., they still were unable to help in any way with system problems again given as the root cause. On Nov. 24, 2015, I called their corporate office and left a message for one of their senior executives and was subsequently called by one of their managers who said she would help.

During the next 6 weeks, I received 3 unusable deliveries: the first had only one deteriorating hose; the 2nd had 2 fittings and no hose; and, the 3rd contained 2 deteriorating hoses. After each delivery, I called the assigned manager and advised her of the shipments' problem and offered to return each one to her for evaluation of the faulty material; she said it wasn't necessary.

In the process of my calls, I was advised by several Select Comfort personnel that the absence of reliable inventory and shipping information, their delivery problems affected all of their orders including new bedding systems. The fact that our single order was variously taken and cancelled by Customer Service 5 times is in itself an indication of the type of problems they were having. We love our Sleep Number bed and want to have it for many more years. We could not find anyone in the Select Comfort organization who was able to resolve these issues. Common sense tells me that this is a clear sign of Sleep Comfort's looming corporate demise.

We tried this, determined it was an issue with the chamber and had to pay to get a new one shipped. We were a month or so out of warranty, but they do pay a portion of the cost. This time though, they still had our wrong address. We let them know this was the second time we had called and our address was incorrect. We were 'ASSURED' that it was corrected and our shipment would be on its way. Delivery would be 3-5 weeks which is absurd. And we were told not to call back until after the 5-week window for delivery issues.

Here we are 5 weeks later, not only did they ship to the wrong address, but I've no been waiting on hold over 30 minutes as I write this on a Friday morning at 11am CST. I can't imagine how many people could be calling or how many people they staff, but this is the worst customer service I've dealt with in years. I can't actually remember worse customer service.

The delivery crew who came to set up were very professional, neat, knowledgeable and downright fast. I felt very comfortable with them and they knew their job inside out. Very happy with them. Great guys. Now comes the only problem. My wife and I can't seem to stay out of the bed! It is the most comfortable sleep I have ever had. Not to mention the positions for watching TV, reading and just plain hanging out in zero-g. My back feels so much better in the morning than on our 8-year-old Tempurpedic memory foam we got rid of. Yes my snoring has also been reduced. Elevating the head of the bed really does work. My wife loves that. We couldn't be happier with our purchase. All the way around. Thank you Sleep number!

They had a QUEEN SIZE BED, with the KING SIZE ADJUSTABLE BASE, not a KING SIZE SPLIT BED (ILE). The delivery driver called in to let it be known that there was a problem with the order, the driver gave my wife the phone, the person on the phone wanted her to accept the base, and they could put it under our current mattress. King base, Queen Mattress, will not work. This delivery was refused because IT WAS NOT CORRECT, NOT EVEN CLOSE. During this promise of delivery and cancellation time my wife has talked to several people in your organization, some have flat out LIED to her. The Savannah GA store where we made the purchase told her that she knew that the bed had arrived in the store and they were assembling it, that IS A LIE. The phone number that has called her to cancel and reschedule delivery multiple times is from 207 area code, not Savannah Ga.

The truck that arrived to deliver the bed is from Orlando Fl, not Savannah Ga. The bed we purchased has never been near Savannah Ga. Today after the incorrect delivery, my wife is again waiting for a return call, a little over 3 hours at the time of writing. My wife just called back, she has received a call from Amy in New Jersey, and Amy said delivery will now be January 21, 2016. My wife asked to speak to a supervisor and was told she would have to leave a message and someone would call back. The same thing happened the last time she asked for a supervisor, that call still has not been returned. My wife did tell Amy that she would go to the news media, TV stations, Newspaper and any other media, Facebook, Twitter, to let people know how bad the service is.

Had we been told at the time of purchase that it was back ordered and could be 2 months before we got the bed, we would not be real happy with that but could accept it and not totally angry as we are now. DO NOT LIE TO YOUR CUSTOMERS! This is unacceptable action on the part of your company representatives. You do not lie to your customers, and then after all of the rescheduling you send a truck 4 hours with the wrong product for delivery. They could at least get the order correct, after all it does not take a rocket scientist to tell the difference in a QUEEN SIZE NON ADJUSTABLE BED and A KING SIZE SPLIT BED (ILE) WITH AN ADJUSTABLE BASE.

There is a great deal of difference in the two bed setups, your warehouse people must not be very intelligent if they cannot tell the difference in the two bed setups when pulling orders and loading the truck for the delivery people to go out and delivery. This is the kind of service that will destroy the reputation of a company no matter how good the product is. At this time I cannot recommend the service from your company, it is VERY BAD.

Eventually the mattress internal construction came apart and produced a mid-body huge hump while head and feet remained slightly under inflated. One by one the control numbers went out, so no Sleep Number was visible. The cheap foam mattress top cover started to shred and decompose as did the side foam blocks. When the local Wilmington, NC store was contacted their continued response was an $85.00 home diagnostic fee! This bed went to the dump yesterday - a very expensive lesson. USA made is not always better. Sleep Number seems to spend on saturation advertising not on product quality. This mattress would last 10 years only rarely used in a guest room!

Our salesperson told us that we would get a phone call in two to three weeks, which seemed okay. But after not hearing anything at the three week mark I decided to call V_ct___a. She told me she would make some calls to find out what is happening. And after a day, she did call me back to tell me that the call center said they did make the call? Well that's when I said that "No they have not called me, maybe you should check the phone number you have." Sure enough they had the wrong number. So she corrected the number and absolutely guaranteed that they would call the next day.

Well that of course did not happen either. So I called back the third day to V_ct___a and let her know that if I didn't get a phone call that day that I/we would cancel the sale (thus, regrettably taking her commission). Well much to V_ct___a's credit that call did come within an hour and we were able to get the delivery set up for December 16th, 2015. The delivery and set up did go just as planned and we were very happy and in fact tipped the delivery guys very well. So now we have our new bed (I mean play toy, like a new cell phone) and have had it for almost three weeks. BUT, we now have a love/hate relationship with our new bed.

The bed itself is fantastic and delivers every that was promised. BUT the full split (Grand Canyon) between the two mattresses is the WORST IDEA EVER!!! It makes you feel like your on the edge of the bed even if you're in the middle? So now comes hopefully the resolution to the problem. Today January 4th, 2016, I made the call to the dreaded Customer Service line that I had read so many horrible things about recently. And sure enough it did not disappoint. The wait time was approximately 33 minutes of listening to all the commercials they could feed me before someone actually answered. And when the Customer Service agent S_r_h ** picked up the call. She did an amazing job of taking care of our situation. Fortunately for us we are only doing an exchange, which is easier than a cancelation and refund. And as it turns out we will actually get a little bit of a refund, which was not our goal (but, we'll take it).

S_r_h was extremely helpful yet apologetic for our situation and very much in full understanding of everything that people are complaining about. I personally would like to thank S_r_h for all of the time and detailed explanation that she provided to me. I hope that when another person calls in and has a positive experience that they share that with others as well. Because it seems that most people are only motivated to comment on negative experiences. Now comes the last chapter which is "yet to be determined" and that is the delivery of the new mattress (a full size king, with no split) and the return of the new/old one. I will repost on how that goes after it happens. Thanks again, S_r_h **...

We placed our order on 10/31/15, and our credit card was charged on the same day. As of 1/2/16 we were forced to initiate the return process as we had still not received the entirety of our order, and the Customer Advocacy Manager we spoke with on that day still could not give us any sort of estimate about when the company might get around to shipping us the outstanding components.

The core issue that really forced us into the return was that any trust we had that Sleep Number would complete our order in a reasonable time frame was completely obliterated by the many, many dealings we were forced to have with Customer Service (including the first-level representatives and the multiple Customer Advocacy Managers we talked with over the two months that our order remained open). There seems to be a systemic problem within the company where employees will say the right thing to make you happy in the moment ("we're going to expedite your order", "I'll add a note to your file", "I'll have call you back", "I'm going to have our specialty team investigate the issue with your order", etc.) and will then proceed to do *nothing* as soon as you end the call. No notes, no follow-ups, nothing.

It's like the movie Ground Hog Day. Every single time you call Customer Service (which will be frequently if anything goes wrong or is on backorder, because they have no online method for customers to check the status of an order), you have to explain your entire situation over again from the start. And then they tell you the only thing they can do is put you through the same process that they already put you through (but have no record of). It's absolutely maddening. I would go so far as to say this has been one of the most frustrating experiences of my entire life.

Even as we're going through the return process, our order has been so screwed up that the Customer Advocacy Manager we spoke with had to manually fudge some numbers in to make our refund total add up to what we are owed based on the charge we incurred on 10/31/15. As a result, I was forced to open up a charge dispute with our credit card company as an insurance policy to make sure we get back every last cent we are owed. (Remember, you'll be out the $179.99 delivery fee, and the same amount again to have Sleep Number come back to pick up the product, should you need to return it).

The real shame here is that my pregnant wife (who has, since 11/17/15, been forced to climb off of the ground--where our mattress is currently located--to get out of bed) and I actually like the mattress, but we can't sleep at night knowing that Sleep Number is going to take our money and do this to more people. Please don't give them your money, either.

Original Review: Jan. 2, 2016

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Original Review: Dec. 12, 2015

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

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

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

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

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

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

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

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

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

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

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