Sleep Number

Horrible bed, and even worse customer service. You can feel every single movement your partner makes when sleeping, therefor you are awakened frequently all night long. I have been trying to return it and they are putting me off telling me I am «not in the system.» Please do not buy anything from this company. They are deceitful, as you can see from other reviews, nice when buying, not so nice when you want to return this horrible bed. Probably the worst purchase and experience in our shopping history.

After receiving a message from someone at Sleep Number following my post, I received a phone call from a supervisor at their regional office on Nov 2^nd. They informed me that the refund had not be confirmed in the system and they would track to make sure I received a refund. Unfortunately, she was not able to give me an estimate on when I would receive my refund but was hopeful it would be by the end of the week. Fast forward to today when I called to follow-​up with Sleep Number on the status of my refund. I was informed that my refund was processed as of Tuesday Nov 4^th and to contact my bank as to why my funds weren’t in my account. After speaking with my bank they informed me the refund was no where to be found on my account and to reach out to Sleep Number again for further information. Another phone call to Sleep Number later, I was informed my refund was processed in their computer system but I would not receive my refunded money for AT LEAST ANOTHER 21 DAYS! Absolutely unacceptable and why I wasn’t informed this during my previous 4 phone calls is absolutely ridiculous. To tell someone to expect a refund within a week only to be told after a week and 4 phone calls later that they meant the refund would be processed in their system in a week and it would take at least 21 days after that to receive my funds back. The amount of time and energy I’ve wasted with this company is ridiculous. I would not recommend this company to my worst enemy. HORRIBLE CUSTOMER SERVICE!

The sales lady (her name was Liz) was very energetic and helpful. She was very passionate about informing us about the sleep number mattress.

We purchased a p5 bed from the King of Prussia, PA store. When we made the purchase we were told the nice thing is we could return it for a full refund within the first 100 days, minus shipping costs. We were also told, by the sales person (who we later found was the store manager), we really should consider the mattress pad cover/​protector as that gave us a 10-​year stain protection warranty. He told us any stains on the mattress could void the warranty. So we purchased the mattress pad protector for $ 197.99. When we purchased the bed we were told there was a charge of $ 169.99 for delivery and set up. Upon arriving home, I found information on-​line about how easy these beds were to assemble so I called Sleep Number and arranged to have the bed delivered to my office and not set-​up. Sleep Number told me there was a $ 79.99 delivery fee, instead of the $ 169.99 fee. Sleep Number sent me several emails confirming delivery and set-​up and each time I called, Sleep Number told me the confirmations were generated by the computer and the bed was not scheduled for set-​up, just delivery.

These beds a pathetically simple. The «box spring» is simple pieces of hard plastic that snap together and are covered by a piece of fabric. The mattress is a fabric cover, with 4 pieces of foam placed around the perimeter and one piece of foam to separate to two air chambers. A small air compressor fills the air chambers and a 1″ piece of foam covers the whole thing. It took about 30 minutes to have completely set-​up. All in all, a very simple and cheap set-​up.

After about 2 weeks, neither my wife nor I were able to sleep through the night. So, we called Sleep Number to return the bed and they offered to send a free upgrade. They sent a 3″ foam top (p6 model) for the mattress to replace the 1″ foam top (p5 model we purchased). After the addition of the (p6 model) foam top, we were still not comfortable so we purchased, from another store, a 3″ memory foam mattress top (another ~$ 300) and were still unable to sleep on the Sleep Number bed. So, we called and requested a return authorization number for the bed. This was when we ran into problems with Sleep Number. Sleep Number told us we could return the bed and provided return shipping labels for the return, for $ 119.96. (I do not know why it costs $ 79.99 to ship and $ 119.96 to return?) But, the mattress pad ($ 197.99) was not returnable and was only exchangeable in the first 30 days.

I eventually spoke with a supervisor at Sleep Number customer service, Keith (whose sleep number is 30), and explained the problem I was having with the return. Keith was immediately difficult to deal with. He was sorry if we misunderstood the return policy. When I told him we did not misunderstand, but were told simply, we could get a full refund, minus shipping, with 100 days if we were not happy, he told me that we should have read the return policy on the receipt. I told Keith, first, we should be able to trust the salesperson (and store manager) to be honest. The salesperson never mentioned anything about 30 days to exchange any accessories. Keith responded by telling me he had no way to verify this (essentially calling me a liar). Second, if the return policy is on the receipt, how can I read it before making the purchase? Keith eventually agreed to give us another 14 days to exchange the accessories. Keith said any differences in price would be refunded to our credit card, but he refused to allow a full refund. When, I ask Keith if we really had to «play that game», I would return to the store and get the cheapest item available and get a refund for the difference, he said «yes». When I asked to speak with his supervisor, he told me I could not escalate my complaint any higher than him and I would not be allowed to speak with his supervisor.

I returned to the store in King of Prussia to make the exchange. He told me the same thing Keith told me. And, I told him the same thing I told Keith, we should be able to trust him to be honest and if the return policy is on the receipt, we cannot read it until after the purchase is made. I told the manage he never mentioned to us «accessories» were only exchangeable in the first 30 days, he had simple said 100 days for a full refund minus shipping. The manager told me, he told us the same thing he tells all the customers. I explained to him, if that is the case, he needs to be honest with all his customers.

When we received our credit card statement we discovered Sleep Number never credited our account for the difference between delivery and set-​up ($ 169.99) and the plain delivery ($ 79.99). When I called and spoke with Tiffany (sleep number setting, 45), she told me that I was correct, Sleep Number «forgot» to credit the difference to my account. She said she would credit my account $ 76.00. I had to explain to her the difference was not $ 76.00, but was $ 90.00, plus tax.

Do not buy from this company. Their policies are terrible. U r supposed to be able to try out products and return if u r unsatisfied but not true. They are not friendly at customer service. I purchased a pillow that cost me $ 80 and it is not right for me but I cannot return it after only a week.