Sleep Number

Beds are OK but customer service is unacceptably bad. Non existent. We had trouble getting the delivery coordinated and had to escalate to Region/​District leadership who offered some sort of compensation for the botched delivery which we are still waiting for. Now, we ordered glides to lower the bed and they took the order but 15 days after ordering there is still no notification of delivery and no order confirmation. Upon checking in about status (and I received this information via web chat customer service as the phone service still did not assign a representative after more than 45 min of waiting (!!!)) I was told the product is back-​ordered. We had received no information whatsoever — neither at the moment of the order, or later per email etc… Really disappointing (and the wait time at phone customer service is ridiculous with more than 45 min).

While I like the bed, The customer service is abysmal after you purchase the bed. We own 2 sleep number beds, a king and a queen. Not once have SN sent the right item even when given the dimensions, supposedly they have the info in their data base but it always seems wrong. Recently the people I spoke to at the customer service care center were all new, the only way to speak with a supervisor was for the service person to fill out a form and at some point I would get a call
A few years ago We had mold in our King size bed, which can be a problem if you bought your bed prior to 2005, SN wanted to only replace part of it. We said NO, the mold is everywhere. Twice they sent all the parts for a Queen. This took a month with us sleeping on the couches while we waited to get the right parts.
We will not be buying another sleep number bed.

Their customer service is horrible. I went to bed last night and tried to adjust my sleep number. Suddenly the entire bed, including my husband’s side deflated completely. We went online to troubleshoot, because, of course, customer service was closed. We spent 2 hours trying to fix the problem. After a terrible night’s sleep on an air mattress I called customer service. 20 minutes on hold at 7:30AM because they are having software update problems. Believe me, I have called their customer service before and waited almost as long, so I don’t buy the «software update» problem. The answer I received is a supervisor will call be back sometime today!!! Are you kidding me? I am disgusted by Sleep Number, do not buy one!!!
We finally received a call from an upper level Customer Service person late in the afternoon. I had already spent over 2 hours on the phone trying to order a new compressor and it was finally ordered although they could not tell me when it might be delivered because their computer system could not talk with the warehouse because of their computer problems. She suggested we get a temporary compressor from the nearby store. Unfortunately, Bellevue does not offer this, which seemed to surprise her, so my husband drove from Sammamish to Alderwood Mall at 7PM last night. We finally got it mostly working and were able to inflate our bed. SO NOT IMPRESSED by the Bellevue store. They suggested I return the bed because of the compressor failure. We would have lost over $ 2,000 because the adjustable base IS NOT RETURNABLE.
Think twice before you by a Sleep Number bed. No one has offered us any compensation for all this aggravation.

This three star rating comes from the salesperson and people handling the delivery arrangements, not an evaluation of the product. It is a result of the poor service I received from parts of the company. After paying $ 2000.00 for a bed you would think that the company would follow through with contacting me with a delivery date.(contract says they will call within 5 business days) Sleep Number never called to schedule the date so I called them.(day 6) This took four phone calls as the sales person gave me the printed brochure for the East Coast store delivery center. Then each person who answered at the numbers I was given kept giving me different wrong numbers. Once I finally reached the right person they told me they would call me two days before the delivery to give me a four hour block of time to meet them. Guess what? No phone call again. I called them back and got the run around for ten minutes while they tried to find my order. (computer problems was their excuse… that is the oldest lie in the books)
After this I was considering canceling my order. They did finally find my order and gave me a delivery window which I was now not sure they would even show up. To the Delivery Driver’s credit he did call me 30 minutes before arriving and set the bed up quickly. The bad news is that my $ 2000.00 bed does not even come with legs. The sales person said the bed would be EXACTLY like the one in the store, it had legs. The base and mattress just sit on the floor. WHAT $ 2000.00 BED DOESN’T COME WITH LEGS???
Now for the better news… to sleep numbers credit when I called and complained (my sales person said the bed would be EXACTLY like the one in the store) they agreed to send out the legs at no charge. While this is inconvenient that my bed is currently on the floor at least I will be getting them and the company did the right thing here. Again only three stars because the entire process was SOOOOO… painstakingly long, filled with poor handling and it really worries me how disorganized their entire process is.
Here is some advice for the CEO. First make sure your delivery logistics get cleaned up. Second make sure every bed comes with everything you could possibly need. Even your cheapest beds should be complete. They are expensive and you CAN afford to take care of the customer at these prices. Third train your sales people and hold weekly meetings for all sales agents and managers to ensure problems discovered in customer service are given as feedback to them and the company learns from its mistakes. Good luck!
(An edited review will be added after I have slept on the bed for a while)
Well I have slept on the bed a while now… my back is better and I can adjust the bed nightly if I wish. Sleeping quite well on this product and no problems. I might buy a second one for my boat, but I cringe at the thought of having to deal with the whole order process again… maybe I can find one used.

Second worst purchase i have ever made in my life, first being a Sony Vaio Laptop.
It’s an overpriced air mattress. I guess it works for some people, but for me, it caused me neck, chest, and back pain that put me in the hospital because i thought i was having a heart attack. I am a bigger person, so what ended up happening was that when i would lay flat, all of the pressure from my bottom would force the air up to push my upper half up and put very uncomfortable pressure on my upper half. I called the customer service line, which was incredibly not helpful and brought me to tears a number of times.
I admit to making the stupid mistake of buying the mattress i bought with the condtion that i could not return it. I do not know why i was this stupid, but i was caught up in all the great things i had heard about the mattress, as well as the shopping high that i was on, that makes it difficult to stop once you’ve set your mind to buy something. I regret making that decision, but i think it was a really poor practice of theirs to refuse to even consider refunding my money. Shouldn’t you stand behind your product? If your product causes someone medical harm, maybe you shouldn’t fight the customer tooth and nail, but just take the loss for the sake of your reputation? Now they have created a life long enemy who will tell everyone she meets about what a horrible product they have.
So, buy it if you want to, but if you’ve never had one, never buy it when they say no returns. You might turn out like me, and the company will do all they can to screw you, and then you’ll be out $ 1700 like me.