Sleep Number Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Original Review: Nov. 30, 2015

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

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

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

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

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

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

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

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

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

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

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

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

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

Original Review: Nov. 26, 2015

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Original Review: Nov. 24, 2015

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

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

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

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

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

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

Original Review: Nov. 23, 2015

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

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

Original Review: Nov. 23, 2015

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

I phoned the delivery number at 4:30 p.m. since I had not heard from them about when to expect delivery tomorrow. I was told I would get a call this evening when the people on the truck reported in. It is now 10:00 pm and I have not had a call from the delivery people about tomorrow. Frankly, I have no faith in this company or this buying experience, and I foresee a lengthy, stressful effort to get my money back for a product that isn't going to materialize. Very bad business.

I'm not saying that Sleep Number has made false promises, failed to deliver after purchase, and has demonstrated gross incompetency as a company - oh, wait. Yes I am! This is my first and last experience with Sleep Number. I called customer service, waited over 60 minutes on hold, and cancelled my order. I will never do business with Sleep Number again.

My mattresses have not been shipped yet and it would be another week to a week and a half. As of today, I still have yet to receive my replacement mattresses and it's going on over a month. For goodness sake, I am sleeping on the couch. I have requested a refund in full and they said it was past the 100 days that I agreed to, so no refund will be issued. I contacted Customer Support again this evening and they have been told to tell us that it could still take up to a week and a half yet to receive them. I am DONE! I have filled this grievance with the BBB and will never, ever recommend Sleep Number or Select Comfort Corporation to anyone. I failed to mention that I was on hold for 30+ minutes my first call tonight, then they hung up on me before they could help me. I called back and it was another 21 minutes. UGHHH.

WHAT IS GOING ON!? I'm beginning to suspect with how quickly you took our money and then have yet to deliver the product that this company actually does not have ANY inventory. News flash, taking someone's money for a promised product and then failing to deliver the product without any indication of when they will receive their promised product is called fraud. Telling a customer over the phone "we're not sure when we'll be able to make your delivery" is disconcerting and gives me zero faith in receiving what we paid for.

It does not take 2 months to deliver mattress, and at this point I could have grown, harvested, and manufactured the materials needed to successfully make my own mattress. We will be cancelling our order as fast as you took our credit card information. I would not recommend buying a mattress from this company when they cannot promise a product for your money.

This is completely unacceptable and is no longer a "computer software update" issue. This is a poor operations management issue. I have called and spoken to 2 supervisors and my local store and no one can find the parts, or even tell me when I could expect to get delivery again. They even go as far to say it could take 48 hours to get me an answer. If I had know this would be the customer service I would get then I would have never bought the bed in the first place. I would not recommend this bed based off of the poor customer service and lack of haste as a result of poor operations management.

Yesterday, I attempted to get through to customer service, was on hold for over a half hour when my call was dropped. Tried to call again, and it said "All circuits busy. Please try your call again later." Here it is, 9 am, 11-18-2015, I still can't get through, and still no idea when I will be getting my bed. I am to the point that I'm probably going to head back to the store and get a refund. This is ridiculous. After 2 weeks of system issues, the company should have reverted back to their old system. It at least worked. Really upset about this entire situation.

Less than a year later, after continued back pain, I decided to give Sleep Number another try. On 11/1/15 I purchased a Queen M7 and the sales associate explained that there would be a 2-3 week delay in delivery which was fine. It has now been 17 days since my purchase and I have yet to hear from anyone about scheduling a delivery time. I am currently sleeping in the guest bedroom, which will be occupied by family in 3 weeks time. Once they arrive I will have no choice but to sleep on the floor. I was assured that my bed would be delivered in time for their arrival and my customer order form states in bold that my bed will be delivered within 21 days of my purchase. I have called customer service 4 times explaining my concerns, and have received a different response from each one.

I have been told it will take 8 weeks, I have been told it will be delivered soon, and I have been told that if I switch from UPS delivery to Sleep Number delivery, I will receive it in 3 weeks, and then the last one has told me that making that switch, I would be put to the end of line and my delivery would just take longer. I am frustrated that no one seems to know what is going on and I will not have a bed to sleep on when my family arrives. I am also upset that this is the second time I have been in this situation and no one I speak to can help me. I am considering canceling my order yet again due to the terrible service I have received from Sleep Number, unless there is something you can do or recommend to help me.

I laid in my old bed today and it felt so good. I'm not sure why this bed is so firm but it's ridiculous!!! Also feel as if I'm falling into the middle of the bed. For the amount of money we paid I should feel like I'm sleeping in a cloud. I have the worst back pain every morning. Called customer service, they were to ship out foam for under the mattress, have not seen that yet. We call and call and get nothing but, "Sorry we just switched computers." I'm sorry that's just poor customer service to someone whom is spending 4K in your store. I feel I deserve more than just an apology since you guarantee everything 110%. We also put down a referral and that friend has never received their gift.

I have called several times and spoke to several people about getting my bed here to no avail. We have no choice but to either wait or cancel the order. I will never recommend this company to my friends or family. Your customer service is of no help and after seeing the complaints posted I can see how they are immune to complaints.

So I read the responses from Sleep Number, really Sleep Number, don't pee on my leg and tell me it's raining outside. Your POOR customer service makes me want to cancel my order. Not because of just my experience but because of all the other customers you refuse to service properly. I will NEVER order a bed from you again. I will NEVER recommend you to any of my friends. I will NEVER place my trust in your company, you have failed AGAIN. By the looks of the comments I would say you are getting used to failure on a regular basis.

I still do have a problem with this company, though, I don't like the dishonesty at the call center, cause when we had to call to find out where our bed was, the operator told us that they had on file that somebody called us and rescheduled which was a straight up lie. We gave them our cell which we can obtain our call records and see numbers which show that they did not call and reschedule. If they did actually call like they said, we would have totally understood and been ok to reschedule. I'm torn as to whether or not I would recommend this bed to somebody due to the lack of honesty. I hope they get their stuff together and be more upfront because I would hate to see this company go, cause their beds are pretty awesome.

Original Review: Nov. 17, 2015

My husband and I decided it was time for a change in our bed. There actually is a medical reason as well. Well my hubs was contacted for delivery, then day off, he was sitting on hold for well into an hour and when finally got through. They lied and said they contacted him the day before and rescheduled... Which is a flat out lie because no one ever called. We can even get our cell records to prove it. So now we have to wait about another week. We already tore our old bed apart in excitement and I ordered around $810 in the sleep number bedding.

This is kind of a bs company and I'm starting to think this big purchase we did was the biggest mistake. My aunt loves her Sleep Number, but I don't think this company is really for their customers anymore if they ever were. This company needs to get their act together and the employees need to be honest. Oh we also bought the sleep iq which is a whole other issue we had trying to get it registered but finally did. I really want to have my new bed, but consumers be aware - actually getting the product is a joke... So don't know how the rest of this process will go. To be continued... And no sleep number do not have me call cause I am not going to wait on hold with this crap anymore.

It is all about perception and they still deny this at corporate and stick by people who have no integrity or follow the associate handbook. The associate should have handled this situation better instead of having a bad day or being racist. The manager wasn't present and took her side, but wasn't present to see her treat me unfairly and on top of that they were claiming that I hit her hand in the store!!! LOL! Who is trying to go to jail over a comforter?!?! Really??? These bigots have nothing better to do and there was no corrective action for that associate. I have issues with this company because they need proper training. The customer service is so poor that I'm hoping they will eventually go out of business over a glorified, overpriced, inflatable mattress.

I have cursed them out due to lack of poor customer service, so they have decided to ban me from the store and future purchases, but I am still paying off this bed. It's almost paid off and I will be relieved that I will not give them another dime. If you spent over $6000 on beds and bedding without an elite experience, you would be irate too. So please do your research and invest in a company that puts the customer 1st, not Sleep Number!

It is now November 17th and have not received a call from Sleep Number. I called my salesperson on November 13th asking him to see when I might receive delivery. He was suppose to call back yesterday, November 16th. I purchased this mattress using Sleep Number credit which means they have received no money from me at this point. Could that be why I have not received my bed?

Reading the reviews on this website, the computer glitch has been going on since approximately July 2015? No one seems to be able to fix the new glitch? No one seems to know how to use paper and pencil and a phone? Do not have the product in stock to ship after a month or more? No one seems to have been fired including the head of I.T. and the C.E.O.? Reading other reviews on indeed about the company, it seems that a few people feel the new CEO is putting profits before quality and customer service. Even a couple of former employees felt that customer service was trained to do things that probably most people would find inappropriate.

I've seen all of the half-assed responses from Alan ** and Jamie ** saying they're sorry for this or sorry for that. Really?? How bout getting your SH_ _ together!!! My wife decided to talk to the customer service representative to confirm tomorrows delivery and she tells my wife that the bed will be delivered tomorrow between 10 and 2. Since the bed was left on the porch, we explained that nobody signed for it and that we would not take responsibility for it. The customer service representative says to leave it where it is and the delivery driver will pick it up when he brings our bed. In a nutshell, Sleep Number has the worst customer service I have ever seen...bar none! Once they get your money, all bets are off!! You get what you get, when you get it, and however and whenever they want to deliver it. No explanation, no reasoning, no problem.

I've read their apologies to other customers and don't believe for one minute that there is any genuine sincerity behind any of it so...save us both the time and drop the excuses about switching over to a new computer system, as your supposed CEO says in the recorded message when you call the customer service number. Do your jobs and provide the customer service that should go along with a $4,000.00 bed purchase. Due to my job, I can say this with a high degree of accuracy, if I did my job as bad as your company did theirs, I'd be out of work. Don't worry, I'll spread the word for you!!! The only reason I rated you as 1 star is because I couldn't rate you ZERO stars.

After a week went by and I received no confirmation I tried calling again and after 5 attempts of holding and then getting hung up on I tried the live chat and chatted with a pleasant and helpful agent who said that she could see my items were ordered but that they hadn't shipped and couldn't tell me anything more. She said she would have to send an email to the shipping department and said I would receive an email back letting me know the hold up. After a few days of no email, I tried calling again and after 3 attempts and holding for over 40 minutes each I tried the live chat again and chatted with a very nice agent on 11/9/15 who was able to help me and informed me that the reason my items never shipped was because a payment was needed.

I was furious, as they had my contact information, email and phone number and never contacted me to let me know that I did need to make a payment... I made the payment and then was told that my items (one which is my air chamber, because the one I have does not hold any air) will get a confirmation when it ships within the next 2-4 weeks. So as of today 11/16/15 I have been without a bed for over 3 weeks and may not receive my replacement air chamber for another 3 weeks or more. I asked if there was any way I could get it shipped faster (I'd pay for expedited shipping) but was told it was not possible, which I find hard to believe that I can get next day or 2 day shipping on pretty much everything else, but on and item that is so important like an air chamber for a bed, I can't get it any sooner than 2-4 weeks.

I am very disappointed in the process of this company on replacement parts. I love my bed but after this experience I will not be recommending it as I have been without a bed for over 3 weeks, when it would have taken one phone call or email to me to let me know that a mistake was made and the warranty didn't cover the full cost and payment was needed for my items to ship.

At this point I said I wanted to cancel my order. I was transferred to CS and talked out of canceling and given a refund of 200 and a sheet set. We were told our bed was coming 11/17, today is 11/16. I called since I have not received a confirmation call to be told, "No one told us you still wanted the bed, YOU didn't call back..." When was it MY job to do your job?? Your CS talked me out of canceling the order. Home delivery claims it WAS MY job to call them... CRAZY!!!

I explained politely the experience up to this point, asked if the order could be expedited (as it should have been). The rep explained that any further action would only delay the process further. Speechless. At this point I'm more than frustrated, I'm completely dissatisfied with the service we have received. We were sold an experience, not just a bed. At $2500 I don't think I am expecting too much here. Also I had to pay for the replacement part plus shipping. Switching systems may have explained the first service experience issue, however I do not feel that can continue to be an excuse. At this time both product and experience are a failure.

My wife has had to sleep each night on the couch or the lounger, after only an hour in bed. It's too painful. We also have the SleepIQ. What a waste. It can't even tell when my fairly petite wife (5'4", 130) gets out of the bed and doesn't return. I wake up to back aches and slowly worsening pain in my left ribs. And to cap it all, after we gave it a week, trying many different setting, we called Customer Service to have them come get the bed. They refused, saying we had signed a contract to try it for at least 30 days!! This is the worst bed, and the worst company I have ever dealt with.

Purchased the items in 9/2015. Received a phone call within 2 days after purchase to confirm delivery address, so I thought that was pretty nice. Then we heard nothing. We were told it would be ~4-6wks for the frame to get made so we called around 11/8/15 to ask for an update.

Upon the 1st interaction to their 'home delivery' department, a gentleman told us that the system "already" had our items scheduled for delivery on 11/11/15 (a few days from when we're calling). No one called us, no one notified us, and no one sent us anything indicating this. We were irritated that someone just decided to put in a random date for delivery without our notification. So we rescheduled for 11/19/15 (the earliest we could). During our 1st interaction, we also asked when the items were ready to be shipped (just to see what happened with communication on their end). We were told that the items were ready mid-October. Seriously? We were forced to pay "in full" for the items on the date of purchase, they were ready in mid-October, and we only found out because we asked about it in mid-November? That of course, added to our mounting frustration.

Nonetheless, we forged ahead- we figured we were set for delivery of everything on 11/19 (and we confirmed all the items with their item numbers on our 1st discussion). Given the communication issues above, I was nervous about confirmation, so I called back the next day (2nd interaction) to double-check with customer service that the delivery date was still set. Good thing I did: apparently there was no record of me calling in the previous day, and I was told that the date/time that I had chosen initially (11/19, 8a-12p) was no longer available. I wasn't sure if the 1st agent just talked to me on the phone, cancelled the previously scheduled 11/11 delivery, then just didn't put in the new delivery, or if it was a system issue. So on the 2nd phone call, I asked for a manager, who looked into the system, and found out that our particular order had a technical issue where the system wasn't allowing us to get scheduled for delivery.

Fine. Technical problems happen, and I was happy that the problem was discovered, evaluated, and fixed. It still didn't explain why we were never called when the items were ready for delivery in October, but we just wanted our product. We then received a phone call from the manager later in the day confirming that we were back on for delivery on 11/19 8a-12p delivery and the scheduling issue was fixed.

Then, later in the same evening after the manager's phone callback, I received a phone call from their 'home delivery' department stating that our mattress was ready, but our frame was not ready. So we would only be getting the mattress on 11/19. Bear in mind, by this time, I had spoken with multiple people: various home delivery personnel, subsequent customer service rep, customer service manager-- who ALL confirmed that all items were ready for delivery (and I confirmed this with order numbers, item numbers, and item descriptions). That was the last straw.

I called the following day (3rd discussion) and cancelled the whole order-- of course, I was given pushback even with this, stating that Sleep Number had a no-returns policy on their frames -- really? Even if sleep number couldn't deliver the ordered product? I'd call that stealing. I had the manager cancel the order, but they could not cancel the mattress pad (which had already been shipped to us), but stated that I could take the pad into the store and return it there. Of note, each time I called any of the above departments, there was about a 20-30min wait before I spoke with someone; and a few times on each day, I got disconnected in the middle of a conversation. So total time spent in the above process was well over 5-6hrs on the phone.

So the following day, I took the pad (unopened, brand new) to the store, and the store reps gave me a difficult time, stating that they couldn't do the return in the store, then saying they could do an exchange. I refused, and told them to contact customer service themselves to sort it out. They called customer service, and it took over 1hr in the store for them to finally get me a receipt of the return. Now, I have return receipts, but Sleep number hasn't given the refund back on my credit card. So now I have to file a dispute with the credit card company in an attempt to get my $5000 back.

What a USELESS company. The product may be good (though I can't fully comment since I never had it), but their lack of customer support, and on-going system issues more than sours the entire experience. I was super excited to recommend this to my friends and family, but given this experience, there is absolutely no way they will get me back as their customer. I also know that I am not the only one experiencing major issues with this company given all of the other reviews on this page. BUYERS BEWARE! Also, please be aware that all of these Sleep Number responses are automated, and I don't feel for a second that this company would follow-through with any of its statements.

Three months later I am still waiting for the correct part. Did get to speak to a "manager" by the name of Max ** who gave me the same song and dance, even promised to email me a prepaid return address sticker. Didn't even get the email. I did stop in the local retail Sleep Number store to see if I could buy the part I needed from them. You guessed it, they are not allowed to sell replacement parts. If you ever have a problem you are stuck in the CSR never-never land. I called Max ** twice and got his voice mail. I even called headquarters and left a message for CEO Shelly Ibach (if that can be believed). I will call each of these two named employees each day that I do not get the help I deserve - after all, you are not exactly giving away your beds.

Nowhere on the contract or print information we were given does it say that you have to wait 30 days to make a return. Second what they don't tell you is that you will not be refunded the close to $179.99 you were charged for delivery and installation AND that you will have to pay another $179.99 to have it removed or you may ship it back yourself for about $120 with their shipping labels. So, we waited the 30 days and called back to return the bed. We were then told that their system was being upgraded and that they couldn't process the return and they had no idea when the system would be up and running. We were told they would call us back when it was up or that we could call back at some point.

Eventually a couple weeks later we called back and the system was up (but no one called us first to inform us) and we got our return initiated. This is when we find out that we were going to get charged for both the initial delivery and for the removal of the mattress. Now we had to wait for the delivery/removal department to call us to schedule our appointment to pick up the mattress. The person on the phone who processed the return asked for contact phone number (this is important for later). We figured it'd be easier if we just paid the extra money and have them pick it up. Well they didn't call us and it'd been a couple of weeks so we call them instead and we are told that their system is down and that nothing can be scheduled until it's up and running. So we wait again for them to call us.

Eventually we get an email stating that they tried calling us and couldn't get ahold of us and that we should call them to make the appointment for pick up. When we call them we find out that they had our phone number incorrect, AGAIN, even though the person who processed the return confirmed a contact phone number with me. Okay, so we schedule our appointment and we get a window between 8 am-12 pm. The day of the appointment, just to be on the safe side we call early in the morning to confirm the delivery people have our correct phone number because they are supposed to call us when they are close by.

Well, the person on the phone looks up the phone number they have on record and you guessed it, it's incorrect, AGAIN. So the person updates it in the system. Mind you this person was pretty rude. We ask her how the delivery people will know about the correct phone number and she dismisses our concern and says they will get the info. So as soon as we hang up with her, we call back to confirm. This person is nicer and says that the delivery people receive a text message with the information. Okay so we wait, and wait, and it's 11:45 am and we haven't heard from anyone. So we call back and ask what the delay is. The customer service person tells us that the delivery people are running behind but that we will still get our mattress picked up at some point. So we wait again.

It's 1:30 pm and we haven't heard anything. We call customer service again and the person tells us same thing the previous person did, that they are running behind. This time we tell the person that we were told this already earlier and that we were not planning on spending the whole day at home waiting for the mattress to be picked up, if he can somehow find out when they will come. The person finally says, "Let me call the delivery people." When he gets back on the phone he says, "I'm so sorry but they tried to pick up the mattress earlier and they couldn't get ahold of you nor could they find your unit so they left and continued on their route and now they are done for the day." Excuse me?!! We called them multiple times during the morning to correct our phone number, to ensure that we would have the mattress picked up that day and now we are told that there's nothing to be done.

The customer service person was very sorry and said that the delivery people couldn't get ahold of us because they had the incorrect phone number. WTF?! We called on several occasions to get that corrected. Apparently the delivery people are supposed to call the company when they cannot get ahold of the customer, but these people did not. So we waited for 6 hours at home just to be told sorry. To make things worse, we were moving at that time and needed to be rid of the mattress ASAP. But we were told that their next available appointment wasn't for a couple of weeks. So we decided to ask for shipping labels instead.

At this point we are fuming and ask to speak to a supervisor. Well we never get a supervisor, instead the customer service person tells us that we can get credited the money we were being charged to remove the bed. But since we couldn't get an appointment soon enough and we'd be using shipping labels then we'd get credited the amount of the labels. So we get transferred to another customer service person to help us with the shipping labels. She tells us that we will get the labels in our email within 48 hours. Days pass and we don't receive the labels. We call back and are told that the labels had actually been mailed to us. Why did the person tell us she emailed them then? So we get labels emailed to us finally.

We pack up the mattress, we mail it back and when we get our credit, it doesn't show the full amount, that is, Sleep Number still charged us for the shipping labels after we had been assured we would not be charged for them due to our trouble. So we have to call back, AGAIN, to sort out the billing. This is one of the worst experiences we've had with any company. We do not recommend Sleep Number. If you want a good mattress, look somewhere else. Do not waste your time and money and keep your sanity!!

11-5-15 Call to customer support to check order status. I was told that the order would ship by the end of the week, and to expect a tracking number soon. It was Thursday, so that means it would have shipped the next day, right? 11-8-15 Chat with customer support to check order status. I was told the order was preparing for shipment, and I would get a tracking number within 48 hours! Woohoo! 11-10-15 Chat with customer support to check order status. I was told there was a delay in the order, and I could expect the bed in an ADDITIONAL 4 WEEKS. How could this possibly be true if my order was already completed? I figured this was a mistake and would check again tomorrow.

11-11-15 Chat with customer support to check order status. Again, I was told there was a delay in the order, and I could expect the bed in an ADDITIONAL 4 WEEKS. I then decided to call the store I bought the bed from. The sales rep who helped me (props to him for being honest and helpful) called customer support himself and then called me back. The additional 4 weeks was true, because of a mix-up with UPS orders. I asked how I would be compensated for the delay/confusion and misleading information. He suggested I call customer support myself, and ask to speak to a manager. 11-12-15 Call to customer support to speak to a manager. I'm informed that the managers at Sleep Number are on a call back system, and I can expect a call back in 2-3 days. That was the last straw.

Conclusion. I see two options, Sleep Number. Either you upgrade me to a C4 or P5, or I cancel my order. Your customer support team has lied to me multiple times and you've delayed my order by more than double the original lead-time (without notifying me, I had to contact you). Everyone I've talked to that owns a Sleep Number bed has raved about your great customer service, I have yet to experience it. I completely understand that I'm not buying the top of the line bed, but that doesn't mean you can blow me off and just expect me to go along with your "delays due to a computer system upgrade." The ball is now in your court Sleep Number, either upgrade me, or cancel my order and Ill take my money somewhere else.

The bed we tested in the store is not the same bed we received. I believe it's the old bait and switch. After 2 days of sleeping on this torture device, we returned everything and asked for a refund. That will have been 6 weeks this Monday and we are still waiting for our refund. After sending emails weeks ago and private messaged them here a week ago, they assured us they are expediting our refund. Not going to wait any more. Contacting my bank this morning to dispute the charges and contacting Better Business Bureau.

They had no problems charging me immediately, but now I have to wait for 2 months to get the pump to use my bed again?!? My sleep number pump is died. The mattress is deflated. I have to sleep on my couch; it's Very uncomfortable when having to do so for so long. I want my pump now! I can't believe you treat your customers like this. The agent was very rude and didn't care. She said she's used to having to tell customers that their delayed orders, and nothing she can do. I would not recommend anyone getting a bed from this company unless you want to sleep on the couch or floor!!

A few minutes later I call back and tell them I just want to cancel the order and I am told I can't do that because the order is processed (it is not because the other person told me that). She finally agrees to cancel the order and then tells me that I will have to wait up to 3 weeks for my refund. WHAT??? I am so unhappy now that I wish I could just return the whole bed and go somewhere that may actually care about the customer! I wonder if anyone at Sleep Number knows how do their job or if all they are told if push it off on someone else.

He then went on to order my sheets and tell me he would have someone call me! I then received a survey - in which I stated my concerns - I did get an email back from the store manager stating he was sorry... The next day sent me another one to tell me to take the sheets off and push the bed together AGAIN... I replied back that I would just like someone to come out and look at it as I feel there is a defect... Needless to say I have NOT received anymore email. For such a large company why is there NO customer service... We are so dissatisfied with our experience with Sleep Number and the $8000 we spend!

But wait, there's more -- the customer service was a step below not-helpful and not a single drop of empathy was present from my customer service rep., who also claimed to be a supervisor. In a very monotone voice, she 'apologized' for their mistakes but offered nothing for our inconvenience. This person did a real dis-service to the company by not even trying to care about my situation offering nothing but hollow words to try to remedy the situation.

Good thing there is a trial period for the bed -- after spending a great deal on a mattress, then having to wait even longer because of missing pieces, being treated like I didn't matter by customer service, it is not looking good for myself to stay a customer. I will also share this experience with anyone I know who may even consider thinking about getting a Sleep Number mattress. It would be less painful to sleep on a bad mattress than to deal with an uncaring and seemingly incompetent company. Do yourself a favor and do not buy anything from this company.

He received a call from the truck driver that he was en-route, and would be to our building in one hour. My husband proceeded to disassemble our old bed, and gave our mattress to one of our maintenance men who was in need of one (instead of just having Sleep Number take care of it). About an hour later, he received another call from the driver. There was a mistake. Our bed was not on his truck. They do not know where it is, and cannot let us know when delivery would be rescheduled. I myself am in customer service and sales, and manage a very large team in downtown Chicago. The customer service we have received on the back end with Sleep Number is absolutely atrocious.

I WISH there was an easily accessible competitor in the market with a similar product. I would actually pay more if necessary just to not deal with this company. It is unfortunate that they have a stronghold on the marketplace. I also feel badly for the agents in the stores. Our salesperson was fantastic; kind, patient, and knowledgeable. We now have no bed at all in our home (since as explained above, we were literally called by the driver that the bed was on it's way and gave away our mattress), and the customer service team at Sleep Number does not seem to care. There is no new estimated date of arrival. This level of service is abhorrent for the amount of money (close to $7K) I spent on this purchase.

We truly wanted a Sleep Number bed, but now are going to turn back to traditional mattresses and see what else is in the market. I have never in my life been treated so poorly from a customer service perspective. My husband was on hold for over an hour waiting to speak to a supervisor today and had to eventually hang up as he had to get back to his actual work day. If someone from Sleep Number would like to reach out to me regarding this matter, I would be willing to discuss, but I feel it is important for consumers to know what they are in for prior to making such an expensive purchase. If this is the customer service before we even RECEIVE the bed, what on earth will happen if anything ever goes wrong or we need to speak to the warranty/service department?!? I could not be more disappointed with my experience with and treatment by the Select Comfort - Sleep Number company.

I am on the verge of cancelling my order and making the current bed I have the last Select Comfort I ever own. Along with that, I will make sure that all my friends and family know to stay away from a company that has let a computer system change destroy their customer service. The project manager overseeing the planning and implementation of this computer change over needs to be sent packing.

Bottom line: I paid $180 for delivery and now need to pay another $180 for them to pick up the broken bed. In addition they say they do not refund the taxes paid on the bed (approx. $400). To me this is illegal since the bed is being returned and the sale voided. I am getting refunded for the parts being returned and the Sleep IQ cost. I am very disappointed in Sleep Number.

Last week I received a call to expect my bed on 11/11/15. I was told someone would be calling me on 11/9/15 to confirm delivery. Guess what? No one called. I called customer service today and was told to expect delivery between 12-4 pm on 11/11/15 but that the mattress protector pad would not be here until next week. After getting off of the phone with the representative, I received a phone call from Sleep Number telling me they haven't even made our mattress and we need to reschedule our delivery date until 11/23/15.

I am extremely unhappy with the service from this company and if it were up to me I would cancel immediately and get my money back! I have completely rearranged my schedule for delivery tomorrow and now have to rearrange my schedule again. To be honest, I'm not even sure the bed will be delivered on 11/23/15 because they can't make up their minds. Poor decision to buy a sleep number. Next time I will go with a more reputable company that can fulfill their promises.

Original Review: Nov. 10, 2015

I bought an Outlet knowing it was not returnable. My mistake. Salesperson said the dip in the middle was no longer a problem even for a double bed. I thought the Sleep Number bed would be great. Bought a dual control and it has a noticeable dip in the middle. Called Sleep Number and was told I could buy another chamber.

For the past several months, my husband's side of the bed is deflated every night when he gets in. It took us a while to see the pattern (he was falling into a hole in the middle of the bed). When you call Sleep Number, you have to be home with the bed in order to do their troubleshooting steps. We both work full time and travel for business so calling from home during the day is tough. I called about a month ago (on hold for a long time), went through some troubleshooting with the phone agent. We agreed that if the steps we took didn't resolved the problem, I was to call back and they would send someone out.

Finally back from some traveling, I called back today and after 40 minutes on the phone, I was asked do some additional troubleshooting (steps not mentioned during my previous call) which involved crawling under the bed, looking at hoses and unzipping a bed casing that I couldn't feel, much less see. (BTW - we got the bed because I have a terrible back surgery and several rounds back injections). When I protested about the troubleshooting gymnastics, I was told that we'd have to pay for the service call to troubleshoot the problem - it wasn't covered. WOW!!!!

The agent finally took pity on me, put me on hold and got permission to send a technician to troubleshoot, stating that it will be about four weeks before someone can come out, and that is only troubleshooting - not repairing. Another call will be required to make any repairs. Excessively long hold times are bad enough, but four weeks to look at a problem is unbelievable for a product costing nearly $12K! I would really like to return the bed and start over with a company that cares about customers. For now, I remain nauseous.

After the first 2 weeks or so of adjustments, we felt like there was a little valley in the middle. Called customer service mid to late March. They suggested a "chamber air lift" - it came within a few days. She said normally it was a charge, but they would waive the fee. It showed up few days later - basically though it was a foam piece, about the same width & length of bed. In any case, it seemed like it helped (or maybe I wanted it to feel like it did) to put more air in the middle so we didn't "roll into each other". Over the next few months, we still had some issues with my side being higher than his, even if we had it on the same setting number, and problems with the dip.

The dip became bigger and bigger - each of us complaining it was uncomfortable and waking up with backaches (we already have bad backs so this had made it worse). On Sunday, 10/18, we pulled bed out from wall and could immediately see that the top panel was "bowed"; so I contacted customer service (10/20) and said they'd send out a replacement - unfortunately it would take about 2 weeks. This was acceptable as I understood they were backed up. We still felt something else wasn't right, so on 10/25, we pulled apart entire bed, and could see immediately that 50-75% of the modular base (basically just thick hollow plastic rails/panels, boards) were "bowed" and/or had indentations on the side rails that looked as if over time would get worse.

Called again 10/26. Rep said that they would replace entire modular foundation pieces and would put it on a 2-day air ship. The only problem was that since the other panel had already been ordered (10/20), we would have to wait for that box. In the meantime, I received 2nd order on 10/30 - called and scheduled install (they had agreed to do this) for 11/6.

The following Tues. 11/3 when I called to check status of 1st order (from 10/20), this rep said she would cancel it as it hadn't even been processed through to warehouse (in 10+ days, unacceptable), and would do a new order - 3rd order for 1-day air ship. I should receive it by Friday 11/6 (processing time from warehouse plus 1-day ship) so that I could have install happen on 11/7.

Called Fri. 11/6, as I hadn't received a shipping email confirmation and install was to happen next day; this rep said that the rep from Tues. 3rd had cancelled 1st order, but never entered the 3rd order. This rep (11/6) said she would place an order for 2-day air ship and cancel the install for next day as I didn't have all the pieces. While out doing errands on Sat. 7th, who shows up - Sleep Number to install. My stepdaughter had to tell them I wasn't home because it had been cancelled as we didn't have all the pieces.

Today, Mon. 11/9, called to find out status of new (3rd) order from 11/6; unfortunately the rep told me that it hadn't left warehouse yet and probably wouldn't for a few more days - WHAT! I told him that I would like to speak to a supervisor - however, he would have to put in a request though, and hopefully I would get a call in a few business days - UNACCEPTABLE.

I have been more than patient and am considering some type of legal interaction because I don't know what else to do to get anything resolved. This is our ONLY bed. I am very frustrated as if this has already happened only 8+ months into this new bed. How I am supposed to be assured this bed will last - especially given Sleep number advertises over and over 20 year warranty. I've had a lot of difficulty in having this replacement happen in a timely (and acceptable) manner. On a side note, they want us to box up the defective pieces and have them picked up by UPS - I'm sorry, but install guys can take them in their truck. This is if and when I ever get my replacement modular base so I can have a good night's sleep.

I will add though that ALL of the customer reps I have spoken to have been sympathetic, understanding and pleasant on phone. I am in the business of customer service myself, so I can understand it is not their fault. To have a company though take a few days for a supervisor to return your call is terrible customer service; so I felt I needed to write this review. I don't usually do these types of things; however, my husband and I work very hard for our incomes, and as such with purchasing this bed (on sale from $4900 to $2,500 plus tax, delivery - total was $3,000) we were approved for no interest for 24 months. Although unfortunately for my husband, he thought it would be best to just pay off chunks of it - so we have already paid $2,000 off this bed that in my eyes at this point - is NOT worth it. I understand defective things happen, but the company needs to do the right thing in a TIMELY manner - and ahead of other new orders.

Till date, have not received any emails. (a) no email notification. (b) very rude customer service. (c) had to wait at least 6 hours in total on the phone to talk to a rep. (d) the whole family, including guests from India, are having to sleep on the floor because of their bad promise. (e) when asked to cancel the whole order, they said it is out of their hands as it is scheduled for delivery. (f) for now, they are not sure of delivery for the next 4 weeks.

Original Review: Nov. 7, 2015

Order mess. During an 11/7/2015 call, after the recorded message about a computer system change, I was told the replacement control had not yet been shipped, there was no scheduled date and the 10/10/2015 credit card charge could not be reversed without cancelling the order completely.

Now it gets pathetic. A month and a half later, no pump. The customer service agent has no clue as to why and was the most ambivalent agent I have ever spoken with - including implying I was mistaken about ordering a pump. Remember, two houses - two beds. The accounts aren't connected. I speak to a supervisor and was told that Select Comfort wanted to assure my satisfaction and would not only ship the replacement pump but also new air chambers and would ship next day air!

A week later, no pump! A call to customer service and find the order wasn't entered correctly by the supervisor. This agent fixed it and assured me that it would be processed this time. And, would be processed immediately. I would get a confirmation email within 15 minutes of the call as assurance. After 30 hours, no email. A call back to customer service and the agent can see an order entered but from his screen can't determine the status. But, he can determine that my order is not ready to ship.

This isn't funny anymore. I have never experienced such an inept customer service system from a brand like Select Comfort. Oh, the other Select Comfort bed had the pump and air chambers replaced a couple years ago. It's the older bed and had been moved a couple times so we accepted the prorated warranty replacement cost and took it as our fault they failed earlier than expected. This one has never been moved since initial delivery and setup. My advice, buy a Tempur-Pedic if you want a comfortable bed that doesn't need the guts of its system replaced much sooner than expected. So, at this point, I don't care if Select Comfort ever sends the promised replacement pump. We're buying a Tempur-Pedic tomorrow.

I realized that the mattress that I ordered was supposed to be 11 inches and measured the one I received and it is only 8 3/4 inches high. I called again to ask about this and got no answers and to check my status of my base since I was told I'd have it by today 11/6/15 and it's still in processing. Now today I have been sitting to hold for the returns department for 33 mins and no one has picked up. This is the second time today that I've been waiting. I called earlier also and sat on hold for 30 mins waiting to talk to someone. I am beyond frustrated with this company.

I've also found customer service to be extremely poor throughout this experience. We were told at the store that delivery could likely be expedited because of the medical situation we are in, but today's delivery rep told me that "All order is being expedited now because of the delays" which doesn't even make sense. How are orders being expedited and still taking a month to complete? I've written to customer service asking for compensation for these delays. If I receive a positive response, receive compensation and receive a quality bed (that we have already paid for!!), I will update this review accordingly. As of now, however, we are extremely dissatisfied with Select Comfort.

I called Sleep Number directly and was told, "Yeah, it's a mess". That's comforting. And they allowed me to leave a message for a case manager. I do NOT recommend purchasing a Sleep Number bed unless you have all of the time in the world, do not care to pay movers to move furniture, change your weekend plans to wait for it DESPITE the paperwork stating "Estimated Sleep Number Bed delivery will be within 2 weeks". Am I willing to hire more people for 11/21? Do I change my plans for a third time? Sorry Sleep Number - your puny $200.00 refund does not cover my losses. This has not been a pleasurable or even acceptable experience.