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2.3

I am extremely disappointed in the lack of Sleep Number’s customer service, quality assurance, and professionalism.

This past December we visited our local Sleep Number store and ordered a King Sleep IQ8. After “sleeping” miserably on conventional beds in the past, my husband and I thought we would finally splurge on ourselves and purchase one of these beds that we’ve heard everyone rave about. We told our family members about our purchase and the very next day we had to return to the store so our daughter could buy one as well as my husband’s 91 year old mother. Between the three of us, we spent close to $20k.

Our daughter purchased a standard twin sleep number bed without all of the bells and whistles. It was what she could afford and could easily move when she goes off to Vet school. There was a minor problem with her order in that the computer omitted the legs. She had to order those separately and pay for them so they could be shipped individually. We thought this was rather strange at the time, but more about this later….

My mother-in-law ordered a Queen SleepIQ8. With a metal rod screwed to her spinal column, she desperately needed the comfort of being able to adjust her mattress firmness in addition to raising her head and feet. She’s also only 5 feet tall so she had a terrible time trying to lift herself up into the bed. The saleslady was quick to point out that Sleep Number offers a 4” leg under the bed instead of the standard 7” leg which would make it a lot easier for her to get in and out of bed. That was the selling point.

Four weeks later, our bed was the first to be delivered. We were given a timeframe of 2-5pm on a Saturday. The crew of three did not arrive until almost 7pm. They arrived in a local rental moving truck and did not wear Sleep Number uniforms. Although they were polite and obviously hard workers, none of them spoke English very well making it difficult to understand what they were trying to ask and tell us. They came in like gang busters and literally built our bed in about 30 minutes (this is what I paid $10k for?). The booklet and warranty card was handed to us; they tried to convey how to operate the bed, but with their lack of English skills we told them we would figure it out. They left to go to their next few deliveries admitting they would not be finished until after 9pm. Somehow this delivery experienced really “cheapened” our $10,000 bed.

The following Saturday, it was delivery day for my mother-in-law and our daughter. The crew this time also showed up in a local rental moving truck but at least they were dressed in company uniforms and being American had an exceptional command of the English language. They delivered my mother-in-law’s bed first and after putting it together, we quickly figured out that the 4” legs were not included in the order like they were supposed to be. The delivery crew took their time explaining all of the features in detail. (We learned a lot about the bed’s features not only for my mother-in-law, but for us as well since we did not receive the same delivery service. We also determined that the crew who delivered our bed a week earlier failed to leave us with the USB drive that was supposed to come with the bed.)

The crew headed down the road to our house afterward to set up our daughter’s bed. They brought all of the components in and said they did not have the foundation base. Apparently, the salesman had left it off the order! Hence, that’s why the legs were omitted by the computer originally. She promptly called customer service and had to wait 15 minutes to talk to someone. With each question she asked the rep, another 10 minutes would pass because the rep continuously had to check with her supervisor (I guess Sleep Number doesn’t empower their customer service reps like other companies do). The rep ordered the foundation base and announced that it would be nearly $1,000! Our daughter’s quote showed it to be $250. But because she was ordering it individually, the base was $1,000 instead. The supervisor had to be contacted again to approve the quoted figure. It wasn’t our daughter’s fault that it had to ordered separately; it was the lack of quality assurance by the salesman to double-check the order for accuracy. Finally, it was resolved that a foundation base would be delivered in 7-10 business days but the delivery fee and set up would be close to $200. Again, the supervisor had to be contacted to void the delivery fee. REPEAT - this was Sleep Number’s fault, not our daughters. Why should she have to pay the additional price because of Sleep Number’s lack of QA? As I write this, it is 21 calendar days later, and still no foundation base has been delivered nor has she been contacted by Sleep Number about the delivery. Meanwhile, she’s sleeping on her mattress ON THE FLOOR!

While speaking to the customer service rep, she asked about the legs for my mother-in-law’s bed. She explained that the 4” legs were supposed to be delivered, not the 7” standard ones. The customer service rep pointed out that the 7” legs are standard with the foundation base and the 4” legs were not included with the order. We had to pay $50 for the 4” legs and again they would be shipped in 7-10 business days but WE would have to put them on the bed. Again, here it is 3 weeks later, and still no legs have been delivered for US to install. Meanwhile, my elderly mother-in-law is straining her back getting in and out of bed. She can’t use a step stool since she uses a walker; a step stool would only increase her chances of falling.

The rep’s comment about the legs being standard with each foundation base struck a chord with our daughter the rest of that night. If they were standard, then why did she have PAY for them separately? It was because they were left off the originally order and since they were treated as an individual order, she had to pay for them. After another phone call to customer service the next day (along with an hour wait to speak to someone), she was able to explain what happened and got a refund for the legs she purchased.

Where was the quality assurance at the point of order as well as the day the shipment was placed in the delivery truck. With human error, the computer program should have prompted that the foundation base was missing from the order for our daughter’s bed. The warehouse who loaded the inventory parts onto the delivery truck should have asked “Where’s the foundation?” at that point instead of asking the question when trying to set up the bed in the customer’s home. As for the leg size issue for my mother-in-law’s bed, that was one of the key selling points of the bed. How could it have been left off the order by the salesperson? And as for our bed order, the professionalism for the delivery of our bed was severely lacking.

Normally, I’m not one to complain. Things happen and people make mistakes. We all live and learn and go on. But to spend the kind of money we did on these beds and have to endure this lack of customer service, quality assurance, and professionalism is unbelievable! Added to this, the fact our daughter is sleeping on the floor and my husband’s mother can barely get in and out of her bed while Sleep Number has already taken their money only heightens my aggravation with this company. Granted, my husband and I are enjoying our bed and one of the selling features for us was the long warranty, but I’m not sure that the warranty will be worth anything in the future. If Sleep Number treats all of their customers in this manner with nothing but problems with their orders, their customer base will no longer exist and Sleep Number will have to go out of business.

Reason of review: Pricing issue.

Location: Columbia, South Carolina

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Guest

I was considering buying a sleep number bed, a split queen with the adjustable base but after reading all of theses negative comments I think I will just get a temperpedic instead. Can't believe all the stuff all these buyers had to do through.

Sounds like nobody in this company seems to know what they are doing and since theses beds cost thousands of dollars, there needs to be superior customer service from the ordering, to the delivery. Thank you all for opening my eyes with this company

Guest

"and being American had an exceptional command of the English language."

This line from the review mad me discount everything written after. To me this is a serious indication of someone with a chip on their shoulder. And while they may have had serious issues with Sleep Number that may be perfectly founded to me this invalidates their arguement.

Guest

Notice how this review contains proper spelling and grammar throughout ? This gives it serious merit, in my opinion.

There are so very many people that will type a review with misspellings, no punctuation, all capital letters, etc.,

It is hard to give them merit at all.

Anyone who didn't bother to educate themselves, likely have misunderstandings about purchasing EVERYTHING before they set foot in the store.

I believe this reviewer, and it looks like sleep number will NOT be getting my business !

Guest
reply icon Replying to comment of Guest-1109082

I have been considering purchasing a sleep number bed for some time, but with a little research there is so much negative input from sleep number owners on quality, warranty, and customer no service....I think everyone would be wise to stay way away from this company...I know Im not buying anything from them...

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