Sleep Number - Extreme wait times on hold, deceptive return policies
Hi - I actually felt like the Sleep Number gave me the best night's sleep ever.My wife however, the worst, even with the expensive mechanical/massaging bases.
So, after 30 days we called to return it. I waited on hold for over 30 minutes only to hear that their system was being updated and that, while they took my information down, I'd have to call back in two weeks to get the return pick up scheduled. Sigh. So I've just gotten off the phone with Sleep Number.
I was on hold for over 25 minutes. I took a screen crab of my iPhone to show the wait time on their 1-888-411-2188 number. Then the surprise - only the mattress has a 100 day trial - NOT the bases. The bases were $4,300.
The representative immediately, as if well versed in hearing the shock customers have when they learn they're stuck with a Sleep Number base: 'It says clearly on the sales receipt sir!' She clearly has to tell people this all the time. At no time in the sales process for what was a total mattress/base package of $9,218 did the sales representative at the store say the base was non-returnable.
The phone rep rifled off another longer list of where this is disclosed 'on a poster at the check out counter', on a 'poster on the wall', 'in our commercials.' This is a blatant deceptive practice by Sleep Number to 'over market' their generous '100 Day Trial' with ZERO mention, other than the 'fine print', that it does not include the bases.We are beyond angry.
Review about: Sleep Number Sales Representative.
Reason of review: Poor customer service.
Monetary Loss: $4300.
Preferred solution: Full refund.
I didn't like: Return policy, Extreme wait times on hold, Rude phone rep, Deceptive return policy on bases.