Sleep Number

Chronic thoracic back pain made it pretty much a necessity to get an adjustable bed to be able to sleep in a bed ever again. Went with Sleep Number in Springfield IL.
$ 11k in for the deluxe but not «best» version you’d think you’d get bowtie service if you had a problem right? You’d be wrong.
Bed delivered on a Thursday. Guys set it up. No problem.
Soon as I laid on the right side (it’s a split king) noticed it felt like I was leaning to the right. Left side felt fine. Wife tried it — same situation. Gave it till Saturday, didn’t straighten out, called their service number.
Took forever to get a human, then after brief intro was put on hold for 10 minutes, then the call dropped. No call back to me. So I called back, same long wait for a human, got a human, re-​explained the situation as she advised the first woman didn’t put any notes in the system — of course not. She took all the info and said I’d either get a call Saturday (same day) or Monday. Fine.
No call Saturday or Monday or Tuesday.
I called the store where I bought it and spoke with Jennifer, the manager Tuesday afternoon. Told her the sad story. She said she’d call her district manager and someone would call me by Wednesday latest to let me know what was up. Nope. No call.
I called the sales store again Thursday morning and spoke with Damien — my original sales rep. Explained the story to him. He agreed it was ridiculous. Said when Jennifer got in at 11am he’d get right with her and be on it and get back with me.
Today is Friday at 3:18pm and I haven’t heard a thing. So, since last Saturday when I first called service I have never, ever, been called back by anyone AND I don’t have a clue if anyone is coming to look at our $ 11k bed.
I give it a 1 instead of a zero for two reasons:
1. There is no zero on Unilocal
2. I at least have a bed to sleep in
Add on ¹²⁄₁₆ — spoke with Shirley, the district manager, at the end of the week last week. She called me. She is the FIRST Sleep Number employee to call me — at all. She had gotten word of my complaint and I re-​filled her in on the situation. She said she could see that I was on the books to have the service guys come to the house on Tuesday, the 15^th (yesterday). Yesterday came and went, nothing. No call, no service guys. So Sleep Number continues to bat 1000 on failure. So I called Shirley and left a voice mail of the failure.
Got a call yesterday evening, the 15^th, from Jody out of their Minnesota office. Jody is with the delivery/​install division. Caught HER up on the failures. She asked when I’d like to have service guys come out. I told her I had no inclination to give a time as I have NO belief Sleep Number cares what I want. Bottom line — Jody said she’d call me December 16^th with a date/​time the service guys could come. I explained, as well, that we don’t care if we are an inconvenience or that service guys don’t make it to Springfield IL all that often. For $ 11k? We DON’T CARE. We deserve the best. I told her what we’re actually getting is the same service you’d get if we had purchased a bed on Craig’s List from the «bad» side of town.
Shirley did arrange to have two technicians, Troy and Victor, come to the home the week of 12-​15-​2015. They inspected the bed and found that the bed had been improperly installed the first time. The incorrect installation damaged the hoses and was the cause of the «tilt» and why the system wasn’t raising or lowering properly. The guys told me they’d order me a new pump and hose system and it’d be here in about a week.
UPDATE
WEEK OF 01/​10/​2016
Still no pump and hose system. And the headboard and sideboards we also purchased from Sleepnumber will be installed at the end of the month — a perfect time to add the new pump and hoses that aren’t here.
So I called Shirley’s cell phone and left a voice and two text messages over a two day period. No call back. No text back. No nothing.
So I was back to the Sleepnumber customer service number. I called that number and eventually got to Jim who couldn’t understand why I needed a new pump and hose system. He asked «Does it raise and lower?» and «Does it adjust the firmness of the bed?» to which I said «Yes, it does.» And then I had to explain to Jim what Troy and Victor had said about needing a new pump and hoses due to the improper installation. THEN Jim very much understood and said he’d get a new pump and hoses out. He also said there was no note or record anywhere of anything I had told him about the Troy and Victor recommendation and that’s why it was confusing to him at first.
The pump and hoses arrived — good for Jim. So now we have the headboard, sideboards etc to have installed and this should be done. In all? Mostly terrible, just terrible. A couple decent follow ups but otherwise no way deserving of more than a 1 out of 5.