Larry L.

I purchased my first Sleep Number mattress in 2008. It came with two separate air chambers that, as described in another review, kept separating. I too used pool noodles to fill the gap. Last November, the remote stopped working so I took it to a Sleep Number store to buy another one. The representative said I had to call Customer Service to obtain another. So I called and was told unless I had the original invoice, I could not replace the remote since that remote version couldn't be verified. Terrible CS experience.

Months later, I went to my local S# store to inquire about a Climate 360. The salesperson was friendly, no pressure, and knowledgeable. She also told me when I bought the original mattress, where (online) and the original invoice number. I decided to chuck the remote and buy the 360. It did take 10 weeks to arrive, but when it did, the techs were courteous and knowledgeable. They installed it in my converted, canopy waterbed without a problem. I also bought the remote, which I thought should be included, but the 360 primarily uses a phone app.

Last week, something went wrong with the pressure setting. I called the store and they said to call Customer Service. So with great trepidation, I did. I was pleasantly surprised. The service rep went through several diagnostics and conversed with me during the tests about a multitude of things; the weather, our jobs, sleep number experiences, etc. She spent over an hour, and when I had to go to work, she said she'd call me back when I got home- which was her quitting time. Nevertheless, she stayed late and called back, then proceeded to do a deep dive, taking a couple of hours. She isolated the problem, and is shipping the part Next Day Air. When she found out the technician wouldn't be available for three weeks, she was able to expedite that to one week (and apologized for that length of time) In short, I've never had a better CS experience.

Overall, I'm very satisfied with the bed and superior customer service. Maybe the company is heeding all of the critical reviews. I do get much better sleep and feel well rested. That said, I'm not sure the bed is worth $13k, Let alone their sheets. But then I knew that going in.