No complaints with the store as well but there are definitely issues with the product and the customer support is horrible. Purchased the ILE with the Flex Fit adjustable frame a little over 2 years ago. Over the past year we've been experiencing issues with the adjustable frame constantly resetting and this issue is intermittent. Recently the smart phone app said to contact the support number which I did today. After an 30 minutes of troubleshooting they send me over to a third party where the adjustable frame came from. I'll get into this third party in a bit. The frame company, whoever they are, advised that we were given a green card with a serial number which they need. Unfortunately I don't have the card and I couldn't get under the bed to find it. Frame company then says to me that I need the remote for the bed. Interesting request as Sleep Number told me I didn't need to purchase the remote and could use my smart phone. After tons of aggravation on the phone with support and after spending $8K on a bed, I now have to make a trip back to the store to get a $34 remote so they can troubleshoot an issue that will probably just result in them sending someone out.
Now let me circle back to the third party frame company. Apparently Sleep Number told us the frame was from a third party and if anything happens with the frame, we'd have to deal with them. Honestly my fiancé and I don't recall that. IMO if you sell a product to someone, you're responsible for that product. This is Sleep Numbers get out of jail free card when the frame goes to crap. Sleep Number - that third party is a reflection on you. You chose to sell their products to your customers. Nice way of getting out of supporting a product.
I honestly spoke very highly about this bed and even recommended to friends. These beds can cost up to $12K when they're not on sale. The experience I'm getting from Sleep Number support makes it seem like I bought a bed at Costco.
Buyers beware because if you're bed has problems the support staff will make you spend hours on the phone while they try and troubleshoot. In the end I imagine they will send someone out but I will have to jump through hoops before that happens.
Oh and if you're issue is intermittent, and everything is fine on the phone with support, they assume everything is fixed.

Sleep Number is not a company is not one that cares about its customers. All of the horrible reviews I now see and much of the reviews pertain to atrocious customer service I now find to be absolutely true. A business that is clearly profit focused and not customer focused will only build a dissatisfied base, and Sleep Number wins initially, but customers like me, a Registered Nurse of 29 years who has a huge sphere of influence, I will one person at a time tell every patient, every Doctor, every fellow Nurse, and everyone I encounter, that they should never make a purchase or consider making a purchase with Sleep Number. Customer Support is nonexistent and once your sales person receives their commission, you as a customer are officially on your own moving forward. My most recent dissatisfactory experience with your company involved 2 unhelpful customer service representatives, a dropped phone call and the icing on the cake was the displeasure of speaking with the most arrogant, unsympathetic, callous, rude Supervisor who you can complement because she towed the company line and with syrupy sarcasm, read your scripted responses, offered no help and as taught, went right into making my call about Sleep Number getting even more of my hard earned dollars that I receive, because I care and am a public servant. I am thoroughly convinced that this review will elicit no change, that no recorded calls will be pulled or reviewed for quality or training purposes, because for your employees to be as freely and openly disrespectful and hostile, the company does not have an employee problem, but has a culture problem that foster and allows mistreatment of your customers, so from the company CEO Shelly Ibach, who ultimately is responsible for my mistreatment and the mistreatment of customers who now regret ever making a purchase with your company, this is a business that does not care about having a good reputation. I feel so sorry for those customers that have purchased your product when they are seeking relief from pain and have debilitating health conditions. Imagine that customer calling Sleep Number expecting support regarding a bed that no longer functions at all, and with no care or concern, your trained professionals have no heart for your consumers and as trained, they advise customers to lie down on a hard floor to troubleshoot a ten thousand plus bed which is barely a year old, and after all is said and done, it is clearly communicated that the customer will either keep their unresponsive, deflated bed or the only other option is to have Sleep Number representative and rude supervisors sell you an expensive "REFURBISHED" pump that you are then expected to get back on a hard floor once it arrives and the customer should install the pump on your own. So once Sleep Number make another windfall, at your expense, by selling your REFURBISHED PARTS and then force you to send your problem part back to them, so that they can continue to make money in every way at the expense of their customers. If you don't like that option, then in addition, please feel free to have us send someone out to install the pump for you, of course at an astronomical cost. One cannot walk away from this type of interaction without feeling that you are being taken advantage of, used, abused and financially swindled by Sleep Number. I will never recommend your product to anyone and will always have only negative impression of and warning for anyone considering making the mistake of buying anything from Sleep Number. And by the way, I was left for the last week, suffering and in pain as I wait for a pump to arrive and subsequently, only then to have part of my personal time off work, to accommodate a service window, for the person who will eventually install the pump. To date I have yet to have the problem fixed and tonight I will have yet another painful, unpleasant, uncomfortable and deplorable night on my expensive, deflated, pain-inducing "Limited Edition" special "useless" bed. I have had only shameful experiences from an unscrupulous. Shame-LESS company that has No integrity whatsoever. Customers contact the Better Business Bureau and Consumer Affairs if you would like to try to change the culture of this horrible company. And by the way, I attempted to post this honest review on the Sleep Number website and this unscrupulous company refused to post this same review that I am posting now and sent m back an email of lies, stating that THIS VERY SAME REVIEW CONTENT, that it could not be posted because my review:
- mentioned a competitor
- included personally identifiable information of you or someone else
- included inappropriate media
- contained a URL
- was vague or needed more detail
- included profanity

So Sleep Numbers gets so many bad reviews that they have a person/persons that reads any unfavorable reviews, and then they send you an email with 1 lie after another, justifying why your review will not be published. This is a carefully run deceptive and amoral company that wants potentially new customers to believe that their product is stellar and that customer support is readily available. I am waiting with bated breath, to see what part magically fails next, just after your first year anniversary of my purchase, and please be mindful that 1 of the customer service even mentioned that when a Sleep Number bed goes offline and stops working, that THEY-Sleep Number support, have a mechanism in place where they-Sleep Number customer service can remotely reset the bed in order to get your bed back online. I suspect that disclosing this information was a mistake but it let me know that I they supposedly can reset your dysfunctional bed and make it work, then they can likely wait patiently for the one year anniversary of purchase to pass, and then you find out that the supposed "20 year warranty they tout about their beds," is a sham, a lie and all should prepare to be bilked by Sleep Number as the readily offer no solutions to any problem EXCEPT to sell you refurbished parts that have failed other customers, still at an astronomical price. YOU buy, they send, and YOU lay down get in the floor yourself to install. They then REQUIRE that YOU return the broken part (they will send you a shipping label) so that they can refurbish a part which likely has been in someone else's broken bed and they continue to make additional revenue as a result of this additional gimmick. Had I known any of this, I WOULD HAVE NEVER PURCHASED A SLEEP NUMBER BED. Sleep Number and its tactics, remind me of a well-designed Ponzi scheme. Take your $10,000 dollars and buy with anyone else that you choose, and run as fast as you can from Sleep Number.

I purchased my first Sleep Number bed in 2006. It was amazing - it felt like I was sleeping on a cloud – and I've never know good sleep before or after this mattress.
May 2023 - I ordered a new Sleep Number mattress and was happy to learn of all the new upgrades since my last purchase.
The mattress was delivered at my front door - and it was easy enough to slide the mattress into my apartment. I watched a Youtube.com video for help with setting the mattress up - but I still could not figure it out. So, I called Sleep Number for assistance over the phone - and found out that the delivery team was supposed to set the mattress up at the time of delivery. So, Sleep Number sent another team out to set up the mattress. This team saw to it that one side of the mattress worked and then assumed the other side would set up correctly after they left - but it did not. So I called Sleep Number again - to let them know that the bed was hard and extremely uncomfortable - and that one side of the mattress would not properly inflate.
Again, we try to troubleshoot the problem over the phone - but ultimately they had to send another Tech (making it the 3rd visit) to make adjustments to the mattress that cost me approximately $2900.00. Quite frankly, once they acknowledged that they had to send out the 3rd tech - they should have exchanged the mattress for a new one – especially when each issue I called about was proven to be true.
The third Tech comes out, inflates the mattress and tells me the mattress is 'not hard'. I called Sleep Number again for help with adjusting the mattress settings to accommodate MY needs - as the customer. Each night I tossed and turned for 1-2 hours before falling asleep, then I'd wake several times in the middle of the night to toss and turn some more. Best description I could come up with to explain my experience is 'the mattress did not form to body and there wasn't any difference in the 'feel' of the mattress whether it was at 100% or %5. It felt like I was sleeping on floor or some other rigid surface'. Each morning I woke up with pain all over my body - the very same pain I was experiencing on the very inexpensive mattress I had before this purchase.
Finally, I gave up and requested a refund and return of the mattress. The Sleep Number CSR who took my call said 'I HAVE to WAIT until I've had the mattress at least 30 days before I can request a refund/return. They also said I HAVE to sleep on the mattress so that the mattress can learn to accommodate my sleeping needs. Well, waiting for the 30-day mark meant keeping the mattress for another 2.5 weeks. On the 30th day, I called to request the return/refund and was informed by the representative that I did not order the 'pillow-top' mattress (SMH). So, I'm assuming this means I ordered 'feel like bricks' mattress. Anyway, thank God for the 100-day trial. Today I called to check on the status of the return – and I found out that Sleep Number is charging me $279.11 for delivery – delivery of a defective bed. I wish I had thought to take pictures.

DO NOT BUY A SLEEP NUMBER MATTRESS! I absolutely despise these beds. They are nothing more than overpriced overrated blow up mattresses. I first purchased the 360 iLE. Within the first couple of weeks, I knew that mattress wasn't for me because I was waking up in immense pain no matter what sleep number I put it on. So I called to return the mattress but they said I couldn't return it yet because I hadn't had it long enough and I was instead talked into "upgrading" to the i10. I reluctantly agreed since the base was non-returnable. (This is how they get you by the way - They say that you have a trial period with the mattress but if you want to return the mattress you are essentially stuck with an overpriced base that will lose features with any other mattress.) Well…I have had the i10 for a few months now. I still HATE this bed even with their mattress topper that is NOT plush. Now one side of the bed won't even hold air. Plus the sleep numbers don't always change when you want them to. The bed just makes sounds like it is changing the air pressure but then does nothing. Not to mention, my SleepIQ rating is always off since I don't sleep perfectly on one side of the bed. I called customer service to try to get rid of this hunk of junk. They said they would call me back and never did. FYI customer service does not work Sundays, which is one of the only days I have time to call around my work schedule. So it appears now I'm stuck with about $10,000 worth of garbage between this bed and base. Absolutely the worst purchase and worst buying experience imaginable! DO NOT DO IT! Do yourself a favor and buy a different mattress!

I bought a sleep number mattress approximately 18 months ago, after a few months around the 3rd month is where the sleep problems begin, however the company only offers you a 100-day trial, I was in time to make the return, and when They contacted me, they offered me a top cover, they guaranteed that it would improve my sleep and that they were going to extend the trial warranty for 1 month, the product arrived, very heavy by the way, and after 2 months sleep problems again, with strong back pain, I called the company and they refused to return me since with tricks and tricks they made the test time pass. After trying to sleep on the mattress, it makes a sound that makes it even more difficult to sleep.
In my experience, the mattress is a disposable product, inside it is only air, and like everything that is disposable, it does not last long.
Any defect or repair of the product has an additional cost despite the fact that it is within the guarantee.
Compre un cochon de sleep number hace aproximadmente 18 meses, a los pocos meses cerca del 3er mes es donde empieza los problemas de sueño, sin embargo la compañia solo te ofrece 100 dias de prueba, estaba en el tiempo para hacer la devolucion, y cuando me contacto me ofrecen un top cover, garantizaron que mejoraria el dormir y que me iban a extender 1 mes la garantia de prueba, me llega el producto, por cierto muy pesado, y despues de 2 meses otra vez los problemas de sueño, con fuertes dolores de espalda, llame a la compania y pues se negaron en devolverme ya que con engaños y artimañas hicieron que pase el tiempo de prueba. Posterior a ello tratando de dormir en el colchon presenta un sonido que hace aun mas dificil dormir.
En mi experiencia el colchon es un producto desechable, en el interior es solo aire, y como todo lo que es desechable dura poco.
Cualquier defecto o reparacion del producto tiene un costo adicional pese a que se encuentra dentro de la garantia.

We bought our first sleep number bed in 1991 and loved it for 30 years. When we needed a new bed, we opted to repeat the sleep number but, of course, it had upgraded in many ways. We paid over $6,000 for the one that we thought would best fit our sleep habits. It has been 10 months and the up and down on my husbands side of the bed does not work. It goes up and won't go back down. Also it inflates and deflates whenever it wants. It used to inflate seconds after we laid down on it. Now, it doesn't. Sometimes an hour after we lay down it will deflate a little, then inflate again, then hours later it might adjust to the proper adjustment. We went to the store to ask for help. We were given a phone number to call. The store will not help with customer service. We called the number and had to approve a call back in the next 3 hours. Finally, they called and we set up an appointment. My husband took the morning off and met them at the house. The two "technicians" looked at the bed visually and said, it's because you have a bed skirt! My husband gave them permission to cut it down the middle (because it is a split king). They did. The motor still did not work and this did not explain the improper inflation. They told him that parts would have to be ordered and then someone would call us when they were in to schedule another appointment. Within minutes I got a voicemail from a Sleep Number Associate telling me to call *******078 to figure out what could be done with our adjustable base. I called the number and it said to have our serial number and be at the bed so they could have us troubleshoot and then you hold for hours. We run three businesses and do not have time for this run around. I have called and asked for a call back from Sleep Number again. I feel that this is all on my shoulders. I think the Attorney General is needed here. Terrible Customer Service for Sure! I do not recommend that anyone buy from this company. The product was very nice in the 90's but the changes are terrible. Customer Service is absolutely non-existent and the technicians who do come out are not trained to set up the bed properly (we purchased the hardware that would hook to our headboard. They did not know how to attach it - 4 screws. We had to do it ourselves) and are clearly unable to correct issues and just pass the buck back to the customer.

My wife and I have been loyal Sleep Number customers over the years. We purchased our first 7000 model back in 2006 and loved it. After 15 years, we were due for an upgrade. So we purchased their ILE mattress for half off on Black Friday 2020. Unfortunately, it didn't work out as it slept really hot with all of the memory foam it was made of. So we ended up exchanging it for an S3 model mattress as it most closely resembled our old 7000 model mattress with a pillow top.

The mattress is falsely advertised on their website (https://www.sleepnumber.com/products/s3-bed) for being 11 inches high. It is not. Ours measures approximately 8.5 - 9 inches high giving about a half inch variance in the uneven surface of the pillow top. Don't let the imagery on their website fool you. They use the same material on the base as the side of the mattress. The bottom of the mattress is where the thin lined seam is and the portion beneath is the base. This makes the mattress look thicker than it really is. Very deceiving!

This is nothing but a glorified air mattress that I wouldn't put a value of more than $500-$700 on. The air bladders sit on the bottom of the encasement cover without any foam support beneath. So if you want to sit up in bed and have it set on a low number such as 30, you will feel the hard base as all of your body weight is in one area rather than being evenly dispersed when laying down.

Giving it the benefit of the doubt, we exchanged the S3 for another one to rule out if the height issue was the result of a manufacturing defect. They sent us another S3 and it was exactly the same. So Sleep Number's resolution was to provide us with two 1 inch thick layers of memory foam to put beneath the air bladders a ComfortFit Mattress layer (https://www.sleepnumber.com/products/comfortfit-mattress-layer) to put on top of the mattress. This brought the total height of the mattress up to 11.5 inches. While this resolved the height issue, we should not have had to add these extra items to bring it to a height that it is advertised at in the first place. The two inches of foam should come standard with the mattress, but it doesn't.

As a result of adding the ComfortFit Mattress layer on top, the mattress now sleeps extremely hot, which is the reason we returned the ILE. We've reached out to a rep in corporate that has somewhat been working with us on these issues, in regards to the increased temperature. Instead of providing a solution, we were offered a refund on the mattress and future email communication has gone ignored which is why I am now writing this review. We have since had to remove the ComfortFit layer and they refuse to work with us on finding a solution to the temperature issue.

This mattress also has a strong off gassing chemical odor. Another thing to take into consideration if you have a high sensitivity to odors, allergies, or asthma.

Furthermore, we have encountered an issue on both S3 mattresses we have had where the pillow top tends to lump up in certain areas. So this lump also shows through the bedding when the bed is made.

In addition, this mattress used to contain an S3 label on the side so that you know for sure that you are receiving the exact mattress that you purchased. This is how it was portrayed in the imagery on their website. After bringing the issue up to this same rep in corporate, we were told that they use this mattress cover as a generic replacement for other mattresses and had it removed. I didn't buy a generic mattress. I bought an S3 and expect to have some info labeled on the product reflecting that. They even went as far as Photoshopping the label out of the image shown on their website after we brought this to their attention. You can tell where it was touched up if you refer to the blotchy shadowing on the left side of the mattress near the head of the bed in the 2nd image down. I have a screenshot of what it used to look like.

Makes you wonder if they are using this same mattress cover for the S1 model that is advertised at 10 inches in height. After all, our S3 is only about 8.5 - 9 inches high. The only supposed differences between the two are one inch in overall height, and the 2 inch grey egg crate foam piece that lays on top of the air bladders being 1.5 inches on the S1 and having 5 comfort zones, versus 2 inches of thickness and 7 zones on the S3. The comfort zones are all a gimmick for marketing purposes and to get you to spend more money on the S3. All the comfort zones are, are different patterns in foam. You cannot even feel the difference on where those comfort zones are through the mattress cover.

I have attempted to post this review on the Sleep Number website. The review has been submitted, but I have yet to see it live on their site. So Sleep Number is obviously filtering their reviews and choosing which ones to post. This is why I am now sharing this on third party review sites. While submitting a review on the Sleep Number site, they provide you with an option to upload photos, however, it does not work. I've tried different browsers, computers, and mobile devices, along with different file formats and sizes. There are several reviews on their site and not one contains any images. What are they hiding? What do they not want you to see?

The bottom line is that Sleep Number has really cheapened the quality of their products over they years. They are no longer what they used to be. I would highly recommend looking elsewhere for a higher quality mattress for less money.

To sum up my experience, here is an email I sent to sleep number:

To begin, I have never in my life experienced worse customer service than with this company. My husband and I ordered a bed back in the beginning of January from Michael Redden. He scheduled it to be delivered on February 9,2021. I received a notice the day before that it would be delivered between 2:00 and 5:00 p.m. on February 9th. I took off work that day to stay home and be there AND we moved our current bed all the way downstairs to make room for the sleep number bed. To my surprise, I get a call at 10:00 a.m. the MORNING it was supposed to be delivered saying our delivery is CANCELLED! And that our bed wasn't even in the state of Missouri – seems contradictory to notify me the day before that it would be delivered. Unbelievable. Then, you guys rescheduled it TWO WEEKS OUT. TWO WEEKS until February 23,2021! I tried calling numerous people on the customer service line, I tried calling Michael Redden – "your representative", escalated it to a supervisor, and nobody could help me. I even spoke with someone at the Sleep Number Store in West County mall and he said he would get back to me. But, NOBODY called me back—just completely unprofessional.

In the meantime, we purchased a house and I called to reschedule the delivery of the bed until March 9,2021. I received the below notice and thought everything was fine. YET – I receive an email two days ago that it was still being delivered on February 23! (see email attached). I called yesterday, waited on hold for over 15 minutes, finally got someone who reassured me it was NOT BEING DELIVERED TODAY. I questioned why the confusing notifications, and she said it was automatic notices in the system that were already set—my advice would be to FIX YOUR SYSTEM.

Here is the best part! About ten minutes ago, I received a call from one of your workers saying the bed is being DELIVERED TODAY AT 4:00 P.M. ARE YOU KIDDING ME?! I am speechless. Now, I am wasting another 30 minutes out of my work day speaking with the delivery guy telling him we do not want it delivered today. I have been on hold with customer service for over 17 minutes waiting to speak to someone. The problem is, even if I speak with someone, nobody is going to be able to help me. I don't believe a word anyone says. This has been beyond disorganized and a complete and utter mess.

For the amount of money my husband paid for this bed, I expect TOP NOTCH customer service, and it has been anything but. I expect some sort of refund or LARGE credit for the inconvenience you have caused us.

Sarah White

In 1998 we bought a California king, had that bed for 9 years. In 2007 we bought a new king bed frame and bought a new king mattress, we had that bed for 15 years, the two beds we bought from Sleep number they were made with regular foam not this memory foam today and incased with a pillow top. We loved both beds, we always had a good night sleep and our backs never hurt.

This year we decicded to buy a new bed with ours being 15 years old and because we loved our other two beds we decicded to buy another Sleep number bed.

May 05,2020 we went to their store and decicded to buy the P6 split king with the adjustable base for 7,000 dollars. (Remember Sleep number considers the mattress and base as a bed). They delivered on May 15,2020. After trying for only 3 nights our backs hurt so bad, we could not even walk for about the first 10 minutes of getting up, because of this my husband slept in his recliner. Also my husband kept falling in between the two mattress. One night he got his arm caught between the two mattresses and it took him 20 minutes to get his arm out. The next day I broke the P6 split king mattress down and stored it in the spare room and put back our 15 year old mattress back on top of the adjustable base so we could sleep.

I called the Sleep number customer service. They allowed us to either return or exchange. We decided to exchnage for a different mattress. We wanted to give them another chance.

On May 30,2020 went back to the store, after an hour of trying out all the beds we decicded to exchange the P6 split king for the P5 Flex fit, (I wanted a mattress that would work with the base because I liked the fact that I can adjust the bed for reading and watching tv), for us to get the P5 we had to pay them another 124.00 dollars even though the P5 was a lower style mattress then the P6, the reason according to customer service was we got the P6 on one of their promotions we had to pay the difference, the store manager did allow us bring back the sheets and mattress protector for the P6 split king and refunded us 125.00, which we are still waiting for. They delivered the P5 with a new adjustable base and took the old adjustable base and P6 split king away on June 06,2020. This bed is also so uncomfortable our backs also hurt just as bad, we wanted to return and just get our money back, but because we already exchanged they will not allow us to return the P5 Flex fit mattress.

On June 20,2020 we back to the store and bought a matress topper for 300.00, because it would be 10 days for delivery we went to Bedbath & Beyond and bought a mattress topper for 225.00. This helped a little but was not the magic bullet.

June 25,2020 their mattress topper came, it had such a bad smell I had to let it air for a week. I tried using their topper alone, then I put their topper with the one from Bedbath & Beyond together still no improvement. On July 12,2020 we returned the matress topper to Sleep number then went to Jc Penny bought a egg crate and a padded matress pad, I put the egg crate inside the Bedbath & Beyond topper and put the padded matress pad over the topper, more for protection of topper then anything. We still are not happy, our backs still hurt and still not sleeping like we did.

When Sleep Number changed their design they ruined a comfortable bed. Now we called it the torture bed, my husband is sleeping in his recliner, he gets a better night sleep, I just suck it up to much money spent. My chiropractor loves it, because I see him more often. So now we are out of 7,500.00 dollars along with the worse night sleep ever. We are just stuck with this nightmare of a mattress, we cannot afford to get another mattress.

Conclusion:
BEWARE save your money and your sanity, this bed is not worth it. But if you like being tortured while you sleep then this bed is for you.
If you do want to try the mattress do not get the adjustable base with it, according to Sleep number that is a permanent purchase, no refunds.
Try the mattress first, if you like the mattress after the trial period then purchase the adjustable base, if you do not like the mattress, and you decide to return the mattress then you are not out 3,000.00 extra dollars for the adjustable base. Also beware if you buy during promotions and exchange the mattress you might have to pay more to get mattress you would rather have. If you do decide to buy I wish you the best of luck you will need it.

UPDATE:
July 18,2020 my husband and I broke down the P5 bed and put our old bed back up. The P5 hurt our back in the lumbar and hip area we could not walk. We had no choice.

July 20,2020 my husband was so upset and decicded to give it try and see if Sleep number would let us return the mattress, we already knew the answer, but it never hurts to ask. Sleep Number allowed us to return the mattress only for a full refund, also they did send the mattress retainer bars for the adjustable base so we can us the base with another mattress. They decided to let us return the mattress, because of the pain we were having and because we already took it down. They are also sending a delivery team to pick up the P5 on July 30,2020. We were very surprised and are very pleased with this solution.

We also compared our old mattress with the new mattress, and came up with this assessment, even though they got rid of the pillow top and made the bed itself out of all mondern memory foam, which we think is not part of problem, but the placement of where they hook up the new air chambers are. On the old style the air chambers are hooked to the pump at the head area, on the new style the air chambers are hooked to the pump in the middle back area, because of this the pressure with no give is in the middle of back instead at the head. This could be the reason why our lumbar and hip area hurt so much and why we always felt like we we sleeping on a lump. If they just changed material only and kept hook up of the air chambers to the pump at the head area, the bed would be great. Sometimes the old way works better then the new way.
It could be the best bed, or the worse bed, it truly depends on the person. We still want to wish you the best luck.

Purchasing a Sleep Number bed is an awesome experience. You're told to lie on one of their beds. The salesperson deflates the bed until it feels just right. Then it's visibly pointed out to you how pressure points on your body were alleviated with the deflation of the bed. You're also told that there is a 25 year warranty and that in the first two years Sleep Number will cover any repairs or replacement parts 100% if anything goes wrong. You're treated like family.

What they don't tell you is that, if they can't help you troubleshoot it over the phone, you will have to pay $199.99 for a tech to come out even if it's proven the part was defective and even if it's within the first two years of purchase. Also, at the beginning of the third year of the warranty you will pay 75% of the cost of any defective part, which will increase every year for a total of 25 years. Oh, and you're still a member of the family, you're just the ignorant and annoying cousin no one likes to invite to dinner.

My husband and I purchased our flex top king iLE Sleep Number bed over a year and a half ago. In the last couple months both sides of our bed stopped deflating correctly. His side would not deflate enough and mine would deflate too much. I called customer service and after troubleshooting it for over an hour and convincing her the problem was not in my head, she offered to schedule a tech to come out at a charge of $199.99 to us. If it was discovered that any parts needed replacing and the tech did not have those parts, we would be charged an additional $199.99 when he came back out. It was at that time that I had a small family emergency and I had to let her go without resolving anything.

I finally called again last night. When the customer support representative could not find us in their system, he treated me as if that was my fault. I let that slide and when he found me, I briefly explained what happened during and resulted from the first call. He had me go through it all again, checking for kinks, detaching and reattaching the hose, inflating and deflating the air mattress, all while conferring with his coworkers. Nothing fixed it. After an hour or so, he and his cohorts decided there was a kink in one of the hoses, even though my husband and I had checked them from end to end... twice. He said he would schedule to have a technician come out at a charge of $199.99. This person treated me as if I was an idiot the entire conversation. I asked to speak with his supervisor and was told I would get a call back by this morning at the latest. I never got that call, so I called again and the CSR I spoke with this afternoon insisted on putting me through the whole thing again, all while speaking down to me, treating me like an idiot and all but telling me it was all in my head. This one had me strip the clean sheets and dual temp layers I had just installed yesterday. When I checked for rips in the top layer of foam and found it in perfect condition, she said I was entitled to one and only one courtesy service call. While she was finding the next available date, I deflated both sides of the bed from 100 to 60. My husband's air mattress was full while mine didn't feel even half full. She didn't want to hear it. As far as she was concerned, our conversation was over.

I really do like the bed when it's working correctly. However, I feel mislead by Sleep Number from the beginning and their customer service department is horrendous. I can understand it coming from one person, but all three CSRs treated me horribly. For these reasons, I would not recommend purchasing anything from this company.