Sandra M Jsr
map-marker Littleton, Colorado

They couldn't be bothered.

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Went into the store at 7301 S Santa Fe Dr Suite 528, Littleton, CO 80120. Greeted when my family entered.

Was hounded and asked the same question three times. "How do you know about sleep number?" After explaining we did not know anything about the beds we were pointed to a display of bed types. Small little square that I guess were different patterns? When I asked what the beds were made of, I got a snippy answer.

"They are air pressure with a padding". When asked how the bases and the beds work. I received another snippy answer. "You pick your mattress then if you can afford it a base." When I asked about the sleep number.

"Oh well you touched the screen and we dont have the password so it will be locked out for a very long time. We will have to call customer support." So, you are telling me with a starting price of 2,000.00 you only have one bed that will tell you your number and no one in the store is allowed to have the password to that one machine? I guess only specific numbers can buy beds? After that we just stood there awkwardly waiting.

After the sales rep just kept looking at us with an irritated look, we head to the door.

No thanks for coming, no good by, no hope to see you soon. Then the other rep sitting at the desk just gave us a dirty look and also said nothing.

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Pros:
  • No information provided by the store
Cons:
  • Customer service

Preferred solution: Absolutely nothing from you folks. Husband and I will shop somewhere else. I haven't felt that disrespected since I was a teenager. I was really looking forward to the new 360 cooling bed that I kept seeing advertised.

User's recommendation: Save your time and money. Shop some where they actually want your business.

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gary c Bbw

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Bed is horrible and poor customer service

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Sleep Number - Bed is horrible and poor customer service
Sleep Number - Bed is horrible and poor customer service - Image 2
Sleep Number - Bed is horrible and poor customer service - Image 3
Sleep Number - Bed is horrible and poor customer service - Image 4
Sleep Number - Bed is horrible and poor customer service - Image 5
Sleep Number - Bed is horrible and poor customer service - Image 6
Original review Aug 21, 2023

I received the bed at the beginning of November 2021. First, I'm would like to explain why I purchased the bed.

I'm a disabled combat veteran with many injuries. I suffered from my 22 years in the army. My body constantly hurts, so I do anything to help mitigate the pain. I had I hope for this product be needless to say it has made my pain worse.

I have contacted customer service many times about the problem this bed is causing. The air mattress is coming off the bed, and I was told that for them to come and fix it is would cost another $300-$400.

I have been told by my Pain Management Doctor, Chiropractor and Massage Therapist I need to get rid of this bed because it is not doing my body any good. Since, I have tried everything to fix without any positive outcomes

View full review
Loss:
$10000
Cons:
  • Bedding commit off mattress
  • Product or customer service
  • Very disappointing

Preferred solution: Full refund

Kerry T Uqy

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Verified Reviewer
| map-marker Columbus, Ohio

Requested service technician

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I agreed to have a service call needing assistance with my 360 sleep number bought in 2019 in Murfreesboro TN store. The tech arrived as scheduled.

Explained that the left side mattress would not hold air. Tech advised after placing a plastic cap and pumping up to 100 to lay on mattress to check if problem was with air chamber or the air pump. Instructed to call either way so sleep number would know how to fix mattress. Tech was here for a few minutes and left.

I called customer support and spoke with Dee. Advised Dee the mattress air bladder leaked almost to zero air. He gave me warranty credit and would have mattress insert mailed shortly. I asked when would the tech return to finish the service call.

Dee stated that I would be charged another service call for tech to replace my mattress part. That seems unfair business practice to charge $169 for first call and didnt fix anything but a lets see what the problem to get fixed. I had no issues with paying service call but my problem wasnt fixed. Only trial to see what was needed.

I dont understand why I have to pay another service call to have mattress fixed. I requested service technician due to not being able to fix myself. Now I have the replacement and not sure what I need to replace. Dee forward information on how to replace.

I also viewed some YouTube videos and I will try to fix. Which gets me back to why I paid for service technician for someone to help me. I basically paid $169 for a penny piece of plastic. Wow your service help really STINKS.

This is my second sleep number and my LAST.

My two sister in laws bought sleep number beds after I purchased mine. I am sure they wont like how your company treats loyal customers.

Thank you,

Kerry Thorpe

2257 Red Mile Road

Murfreesboro TN

615-598-****

View full review
Loss:
$169
Pros:
  • Works correctly you get great sleep result
Cons:
  • Awful with no air

Preferred solution: Have my mattress inserted by technician to be sure it is fixed.

User's recommendation: Beware of requests for service that will actually be double charged.

James S Ezq

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Verified Reviewer

Base not staying in desired position

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Ive had a sleep number bed for a while, over 20 years. The one I have now started acting up. The base, for whatever reason wouldnt stay in the upright position. It started to lower by itself. I couldnt find the paperwork on the bed, but the representative was most helpful. She walked me through the reset and so far so good. Hopefully that was all it was.
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User's recommendation: It’s a great bed. But like every thing, things act up over the years.

Anna-lise H

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Verified Reviewer
| map-marker Naples, Florida

Misleading warrantee

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Sleep Number - Misleading warrantee
Updated by user Nov 24, 2023

Not unless they handle this issue

Original review Nov 22, 2023
Bed is 1yr8 mos old. Used approximately 8 months.

Actuators on both side of bed have been a problem since we got the bed. I went to store and the Store told us you do have to reset them occasionally but dont worry the bed is warranted for 15 hrs anything goes wrong we fix it. TOTAL LIE!
When you call customer service it has to be 9am-5pm and you have to be at the bed. Good luck with that if you work!

Also you wait at least 15 minutes for them, spend another 20mins diagnosing issue then get transfer to 3rd party wait 45 mins for them to answer and start diagnosing all over again. Plan on at least 2hrs.
Bed is warranted for 1 yr after that pro-rated warranty! First lie,
2nd lie they dont come fix it a third party diagnosis it over the phone with you ( I was on hold waiting for them for 45 minutes)and send you a part, which you pay for.

3rd lie a 4th party that you have to contact and pay when you get the part comes and installs that part. I should have know this was not a company to deal with when we ordered the bed and it was supposed to be delivered in 4-5 weeks and came 4 mos laterARE WE HAVING FUN YET?
View full review
Loss:
$1000
Pros:
  • Staff was always nice
Cons:
  • Warranty

Preferred solution: Fix it at companies expense

User's recommendation: DO NOT WASTE YOUR MONEY ON THIS PRODUCT.

Patrick M Amo

Poor customer service/Poor technical support

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Our bed started losing air and it took 2 1/2 weeks to get a technician to our home to install new air hoses. The technician stated that this shouldn't have been the first step.

They aired up the bed and found the remote was " the problem ". They filled the bed with their own pump and used the app on my wife's phone to set the sleep numbers declared the bed fixed and left. Two days later the bed is flat again. We ended up ordering a new pump and are now waiting for it to arrive.

We are 1 month into the issue. We have been unable to sleep in our bed over three weeks since the issue started. The customer service rep that spoke with my wife was condescending and rude.

My wife described it as being chastised like a child. I would never purchase another sleep number product.

View full review
Cons:
  • Poor customer service and technical support

Preferred solution: Apology

User's recommendation: Look elsewhere their customer service is the same thing that the bed is filled with AIR

Shelby C Kbt

Horrible customer service

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Customer service is the worst I have ever had the displeasure of dealing with. Delivery was scheduled between 12:30-3:30.

Spoke with customer service at 12:30 and was told they were about 2 hours away. Cool, no problem. 3:30 rolls around and I call customer service to make sure to check in and was told they came at 2:30 and rang the doorbell and called and said no response. 1) I dont have a doorbell 2) they confirmed with me the number called which was 1 digit off 3) my whole property has cameras and nobody was ever there for a delivery.

I relayed this to the representative who was very nice and helpful and said they took a picture of our home (wouldnt send it to me) but described the photo to which I told her was not my home because I dont have a large red pole in my yard. We had already disposed of our current mattress and asked her can they come back because we dont have a bed. She called another department and said sorry they are all gone for the day (at 3:45) and there was nothing she could do but reschedule a week out. She said she felt that they saw our long driveway and most likely didnt feel like backing down it so they just left.

She was kind and transferred me to a case manager (escalations) who had the WORST attitude. He said he tried to contact that department and there was nothing they could do but come back in a week. I explained the situation and that this was a mistake on their part as nobody even attempted delivery and I felt as though I was being punished for their mistake. I was told they didnt make a mistake and theres nothing more they could do.

When you are spending $5,000 plus on a bed youd think theyd at least attempt to deliver it and correct their mistake but their poor attitude and incompetence led to us cancelling our whole order and taking our business elsewhere. DO NOT PURCHASE THROUGH SLEEP NUMBER IF YOU VALUE YOUR TIME AND SANITY.

View full review
Pros:
  • Bed is great
Cons:
  • Customer service is disgusting

Preferred solution: Apology

User's recommendation: Take your business elsewhere because they don’t own up to or correct their own mistakes

Fran M Jik

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Verified Reviewer

Repair call costs $149. Ridiculous.

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Bed loses air. We cannot fix the problem ourselves. My husband had surgery on his ankle n cant put any weight on it. We need customer service to repair but the $149 charge is ridiculous.
View full review

Preferred solution: Free repair call to our home

User's recommendation: Be aware of the warranty. We were told the company would fix every problem at no cost.

Lee H Zlr

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Verified Reviewer
| map-marker Baton Rouge, Louisiana

Stuck with purchase I don’t need

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I am a handicap senior who ordered parts I dont need. The boxes have never been open. They wont refund me. A customer for over 20 years. Kwhat a crooked company. Might start a lawsuit against your company for treating a disabled this way. You have lost my business. I will tell my friend about this. I have 1000 friends. And plaster this all o dr facebook
View full review
Loss:
$89
Pros:
  • It is convertable
Cons:
  • Bad management

Preferred solution: Full refund

User's recommendation: Don’t buy sleep number

Anonymous
map-marker Morgantown, Pennsylvania

*** after sale service

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We've had our king bed for 15 or 20 years and are happy with it. Customer service however is another story.

I've had to wait anywhere from 15 minutes to an hour or so for someone to speak with to purchase replacement edge foam for our mattress and then go through the arduous process of creating a customer file which they somehow could not find. A week ago after enduring the interminable waits at least two times (not including the times I gave up and hung up), I ordered the foam and was told I would see it in 7 to 10 business days and that I could follow the shipment with the tracking number. After a week, there is no number posted and I am not waiting around again to find out why. Secondly, a few years after purchase we tried to get replacement controls four ours as the LCD readouts were shot.

I was told that I'd have to replace the compressor and that with consideration for the remaining warranty it would only cost $172.00. What?! I just need the LCD's replaced not the whole compressor system. We opted to forgo the numbers and have done quite well.

Again, the bed is fine, the attention to customer service is atrocious. Buy the bed but abandon hope of service after the purchase.

Sleep Number Reply:
Your visit was to an Independent Store location that simply carries our brand of product. Pricing is set by the owners of the various locales and may vary. Ownership team has been updated about the experience at their store location - The retail stores that carry our products are all privately owned and independently operated so the first course of action is always to contact the ownership team of the location when issues or concerns may arise. Our intention is to ensure that all customers who purchase the Forever Flawless brand of products have a wonderful experience regardless of where the purchase occurs. Customer satisfaction is our number one priority so should you have any questions at all our customer service team may be reached at (470) 545-3577, Monday - Friday 9:30 am - 5:30 PM EST.
View full review
Pros:
  • Bed
Cons:
  • Lack of timely response
Reason of review:
Poor customer service
Patricia C Juo

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Norton Shores, Michigan

Sleep Number is poor quality & waste of money

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SN deserves NO STARS but you have to put something!!!

SN sent us an adjustable frame, which we didn't order. Contacted store manager several times to come get it in the guaranteed SN time & he refused.

Store manager, Will, lied to us for the whole 2 an a half hours that we were in the Muskegon, MI SN store.

When contacted customer service they have refused to come get the bed even though it was manager error & lying to us through the entire sales...

Do NOT BUY a sleep number bed!!! TOO EXPENSIVE plus can't trust!

All SN has to do is pick up all the beds they have complaints on (lots - see "never buy a sleep number bed" on Facebook). They could donate them to a nonprofit organization & then they could write it off!?! It could be a win win for both parties!

Plus, SN could perhaps even make a better bed? Don't buy a Sleep

View full review
Loss:
$7258
Cons:
  • Poor customer service
  • Bed quality poor
  • Poor backing of warranty

Preferred solution: Full refund

User's recommendation: Don't buy a Sleep Number bed or see Facebook page "never buy a sleep number bed" for complaints!

Anonymous
map-marker Billings, Montana

Complete Scam

Do not buy a Sleep Number bed! This is the biggest scam ever. You are buying a glorified air mattress for 10k! Customer service sucks and all they want is money. Their 100 night try out period is a scam. $500 to return the POS and they wont take back the bed base even though you are told they will at the store.
View full review

User's recommendation: Don’t Buy

sharon g Xwu

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Shreveport, Louisiana

Customer Service is the worst I have ever dealt with. I think they are trained to frustrate the customer and never offer resolution.

The product has failed multiple times and now they wish to charge me to have techs come out to service the bed. I have lost a lot of sleep and nearly $8,000.00 on this product with no satisfaction and continuous disappointment! Do not buy this product!
View full review
Loss:
$8000
Cons:
  • Will not exchange product if purchased product did not work

Preferred solution: Replace bed

User's recommendation: Find another product!

Resolved
Thomas B Uca

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Lemay, Missouri

Resolved: Customer service has been notified 3 times and they have NOT returned phone calls after PROMISING TO DO THAT!

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Updated by user Nov 02, 2023

Company fixed the issue and I have been provided with product replacement. Their Supervisor was very Professional and understood my problem and resolved everything within 20 minutes.

Original review Nov 02, 2023
Its ALL in 4 requests to customer service representatives under my address Tom Bonfield 1300 NE Sunny Creek Lane Blue Springs , Missouri 64014 Your store here in Blue Springs has tried to help his customer but Corporate Customer Service has not or will not help in my problem. Your installers have been here at my house 3 times but were unable to install the item because it was WRONG!
View full review
Loss:
$1
Pros:
  • Store sales persons
Cons:
  • Customer service

Preferred solution: The right item!

User's recommendation: Don’t ask now

Shalaya Xah
map-marker Los Angeles, California

Great service

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The person I was talking to the phone about my issues with my Sleep number Bed was very helpful kind and good customer service
View full review
Renad Emw
map-marker Deer River, Minnesota

Mold issues

Thank you for letting me share my feelings on select comfort, I have their king size older model bed, I thoroughly love the bed, however the bed is full of mold inside, I am sleeping on my couch, I have dealt with sinus and equilibrium issues for years, I am not sure if it's related to this, however I wanted to give the company an opportunity to make things right, I felt they did not do that, so I will not purchase another one and will definitely let anyone know about the mold issues
View full review

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