Sleep Number

I would like to leave a review on their products, but unfortunately I won’t be able to because their customer service is so poor! I snore and my wife is a light sleeper, so we were looking for something to help us out. We decided that a split king Sleep Number with a level 3 adjustable base could be just what we were looking for. After thinking about it for a while, we decided to take the plunge and spend $ 8k on a new bed from Sleep Number. Like many of you who have done reviews, we saw many negatives about their customer service. Our salesman Tom at the Southlake store assured us that if we ever had problems with Sleep Number customer service to call him and he would take care of us. We financed through Sleep Number and were approved in a few minutes. As I signed for the purchase, Tom let us know that we should hear from Sleep Number within 10 days to set a delivery appointment.
Fast forward 10 days, and we had heard nothing. My wife called the 1 – 800 customer service number and was told that the financing didn’t go through, and that they hadn’t even begun working on our order because of that. She called Tom at Southlake who said he would get to the bottom of it and call her back before the end of the day. He didn’t call her back, so she called the Southlake store the next day, only to find out that Tom had the day off. His manager said she would research and call back. Guess what? That didn’t happen either! She called the 1 – 800 # back, and they started making excuses about how their new computer system had some glitches. I’m sorry, but as a customer, I just want you to fix the problems. They told her that they would need to charge our credit account again and asked her for the account number. I’m sorry?!? The financing is through Sleep Number, and they need us to do everything for them to get this fixed? They don’t even know our account number? The Southlake manager was supposed to call back that afternoon and she never did. By this time, neither my wife nor I have any confidence that Sleep Number can even complete our order and payment correctly, much less schedule and complete delivery of the bed. So we asked the customer service line to cancel our order. They told us we had to call a special 1 – 800 # for that. I called the Southlake store and the manager told me the same thing, even after I told her that her salesman Tom told us the store would act on our behalf with Sleep number corporate customer service. My wife spent an hour on the phone with the new 1 – 800 line to cancel our order, during which they told her that we would need to make a payment to avoid late payment charges on the financing that didn’t go through for the bed for which the order was never even begun to fulfill. ARE YOU KIDDING ME?!?
Here’s the basic summary. Sleep Number NEVER contacted us during this process. All communication was initiated my me and/​or my wife. Never once did anyone from Sleep Number apologize or offer to remedy the situation. All it would’ve takes was «I’m sorry that we are having some computer glitches. We’ll get it taken care of and will call you back to schedule your delivery. Because of this inconvenience, we’ll waive the delivery fee (which is an offer that we missed by 2 days because we were thinking about an $ 8k investment in a bed).» Nothing. They would rather lose our business than treat us the way they would want to be treated and make us happy for their mistakes.
So, I’ll continue snoring and waking up my wife until we find another possible solution. Thanks for the trouble and the TERRIBLE CUSTOMER SERVICE, Sleep Number. Oh, and by the way, my Sleep Number is a big old ZERO!

We are very unhappy with our top of the line i10 Sleep Number mattress and adjustable base. The base has been an issue from the very first day when it failed while putting on the sheets just minutes after the delivery crew left. Customer service refused to call the crew back and I ended up crawling around on the floor to find the problem under the direction of their customer service.
Further more the base does not securely attach the frames together which allows them to move and separate, this is not acceptable and was reported within days of delivery. They offer no resolution for this issue and say the frames are not returnable according to the terms and conditions.
They gladly however accept returns on the mattress which is only about half of the investment we made on our new bed. They plan to stick us with the $ 4700 frame.
So if you want to try one of these I suggest get the mattress and put it on the floor a while to make sure it works for you before going all in with an investment of over $ 11 000.
And by all means check out the pictures I have posted, a picture is worth 1000 words and you will be amazed how this looks after only 3 weeks.

I love my bed, and have generally enjoyed my service. A few associates at the store have given me different answers and explanations about things, but nothing major. I recommend the beds all the way, but here is my experience with the lyocell bedding:
I LOVE the comfort of these sheets. I have bought two pairs despite their cost because I previously trusted the sleep number brands quality. After two years (of caring for them exactly as instructed) my first set of sheets is SHREDDING! The edges of the sheets and pillow cases are stringy and holes are wearing in spots. I contacted sleep number thinking surely this was a fluke and they would replace these. WRONG. And based on other reviews this must happen a lot! First my email was dismissed suggesting I wash them without other things in the wash. I wash them as instructed with no clothes etc in the load. I responded and asked about a replacement and was told the following: «if there was anything we could do for you, we certainly would. Unfortunately, sheets do not come with a warranty. You can certainly visit us online to purchase a new set if you’d like! «no. No I would not like to spend a couple hundred dollars to see if the next set shreds too, and as the company there IS something you can do. I am VERY disappointed with sleep number’s customer service on this issue and will no longer purchase or recommend their sheet products.