Sleep Number

We ordered a bed three weeks ago, which was supposed to be delivered yesterday. Then, at the last minute, they called and said it would be here today. Then today (after we stayed home from work, and disrupted family plans), they called at the last minute and said the bed was in Los Angeles (not Marin County) and they could not deliver it until February 11^th. Now it will be 5 weeks, but more than that, they didn’t even have our bed in Northern California, yet twice promised us to deliver it THAT day. They were so nice when we bought the bed. This is a real train-​wreck of a delivery and customer service organization.

Biggest mistake EVER! If you read my 1^st review, you can see I went into this with the best intention, we WANTED to love this bed. After 90 days of trying, we knew it was NOT for us. It never felt that great, experimented with different settings & it never felt better than a traditional mattress. Not even close. As I said, its just a glorified AIR MATTRESS and unfortunately did NOT come close to «the last bed you’ll ever buy».
The SleepIQ feature is also questionable; was fun for a couple days but often made no «sense»; days I felt I slept well it would show a super low number, or nights we weren’t even IN bed, would get some other number… cool idea with a possible future but obviously far from being a real help… esp for the money.
So we decided to return it, made that call to get a pick up date and thats where the FUN begins. Apparently its impossible to get right through & the minimum wait time seems to be half an hour. They scheduled a pick up date and told us they’d call us with a confirmation. When we asked for the amount we’d be credited, it was a couple hundred LOWER than the true amount. We questioned this and sure enough, it was «corrected» the the true amount. Hmmmm…
Pick up day comes around, AGAIN no confirmation call the day before (just like when it was delivered!) so we called THEM to make sure AND to get a time. A couple hours into the time window, got a call pushing the time BACK a few hours, not a huge deal but we had arrangements for our NEW bed to come that evening so THAT added to the fun…
Pick up men show up, we signed the electronic hand-​held device and ask, do we get a receipt, or? They tell us we’ll be emailed a receipt… which, of course, never comes. Can they get ANYTHING right?
After a few weeks, we tried to call to see what was up with the credit. The waiting time was too long so I gave up, but tried again a week later. 45 minutes wait, THEN having to deal with them another 45+ while they are trying to figure out WHAT is going on. They show no record of the return, then they do, oh its in a warehouse but was never recorded… back on hold again, they then tell us they will research this and call back that day. GUESS WHAT? NO CALL! I give them through the next day to call and of course, still no call. My frustration at this point is off the charts, I decided to call the Petaluma store and see if THEY can help… I will say again that they were VERY friendly, sympathetic and apologetic; they are NOT authorized to help in this, they do NOT deal in ANY way with returns, period. They refer me back to the Customer Service number!
The next day I call, be prepared to set aside major blocks of time if you need to call them… but I get through, and Finally, my refund amount is settled. Oh! She tells me with their «new system» this still might not show up with the credit card company for up to 7 days… Of course we’re out the delivery and pick up fee, AND the TAX on those (they don’t mention this… California does this)…so we’re out ~$ 400. The agent dealing with me was also VERY sympathetic and friendly, very well trained to sound like she understood… I told her my issues with this whole experience and she assured me that they are «looking at improvement»…
I regret all the time wasted (and money) and truly regret ever giving them a try. This is some of the WORST customer service EVER, just unacceptable. When you’re in the showroom they promise you the moon and make it all sound so easy, and its anything BUT. Take a second & check out their Facebook page; for every compliment there are 10 more complaints, almost ALL are about their customer service! SO MANY COMPLAINTS about call waiting times, un-​returned calls and lack of follow up… I don’t know how they stay in business.
If you still want to buy one, DO YOUR HOMEWORK and read ALL the small print. They have all kinds of exclusions and exceptions, I feel worse for people who bought their special headboards or sheets as they are $$$ and NOT returnable… think twice, BUYER BEWARE!!!

My sleep number mattress is heavenly and I have never slept in greater comfort. Unfortunately, it was installed incorrectly and is falling off the frame. Forget trying to contact customer service, the last time I waited over half and hour and gave up. The store where I bought it (Petaluma) is very nice and responsive, but they have not been able to get customer service to call me to correct the problem either. Before I bought the bed I read reviews stating that you can forget ever getting service if you have a problem. Now I believe them. It’s a great bed but if you need help you’re on your own.

Pricy but perfect service for the best bed ever. They took the time to match the bed model to our personal needs.
The staff know their products, but more importantly they know spines and problems. My back is different than my wife’s and both of us found comfort.
They don’t often have a sale but they did have a Labor Day event that really helped our decision.
We are looking forward to the delivery, setup, and removal of the heavy Tempurpedic which has lost it’s oomph after only eight years.
This review will be updated after we have a few nights of comfort!