Sleep Number

I am very happy with my Sleep Number mattress, but the customer service with this company leaves a lot to be desired. They are all smiles, just like a used card salesperson, but when you need help good luck! They do not want to help their customers after the sale so be prepared for this and willing to fight them. I have contacted the attorney general's office and the better business bureau to remedy my problem. I am not really sure of recommending them. Any good will from the product has been washed down the toilet.

Had my Queen Performance Sleep Number since 2015. When I had taken it apart to move I noticed the foam piece that lays between the air chambers and pillow top mattress cover was torn around where the air chamber edges were hitting it, and it looked close to the whole edge being ripped off.
I called customer service last Nov or Dec and told the lady the situation. She said they would be sending new parts, never said anything about cost or that I would be paying anything. On the return label and order it included the foam sidewalls so I sent in those too. I never received the replacement parts so I called a few weeks ago and the gentleman I talked to was very nice, but told me the original order had never been put through and that my total was $383.59! I was kind of shocked, I did explain to him my original conversation with CS, and he apologized. I felt like there was nothing I could do because I had already sent them my parts so I obviously needed the new ones. Paid them.
Got my parts yesterday, except I received the pillow top mattress cover instead of the foam. I call and she says that piece isn't on the order, YEP exactly! So now they tell me I owe another $100+. I ask them what about the piece that I never even needed that I paid almost $300 for? She told me I can ship that back and they'll refund me. Lots of wasted time on this.
Good customer service would have just sent me the freaking foam topper for free seeing as they screwed up several times.

We like our sleep number bed but the accompanying SleepIQ app/software is awful. It is very buggy and leaves us extremely frustrated when we want to go to bed at least twice per week. The bed goes up when I press down. Or it gets stuck in the up position forcing a system reboot to get the mattress back into its default position. Our plug is behind the dresser which causes me to move furniture at 11pm at night. Very frustrating. We reported it to Sleep Number and they suggested to plug directly into an outlet instead of a surge protector but that didn't fix the problem.

I have had the bed for a number of months the underbed lighting comes on in the middle of the night, I turn it off and it comes on when I am in bed, sleepnumber tech support had me unplug it and plug it back in. It worked for a little while then started up again, I got tired of unplugging and plugging in the bed; after calling again I had to argue for 40 minutes to get a tech to come to the house to fix the sensor it took another 6 minutes to get a tech scheduled. Hopefully the problem gets fixed

We purchased a Sleep Number mattress on Sept. 24,2019 and the pump has already failed in our unit. The company wants the purchaser to perform all diagnostics or else pay a $99 fee for a technician to come into your home to analyze the issue. Then, upon resolution of the cause, Sleep Number sends you replacement parts for you to replace yourself.
When the bed functions properly, it is very comfortable, however, they have poorly designed the couplings that can become disconnected if you move your top mattress for any reason, while tucking sheets under it. The pump is cheaply constructed. If you search online, notice how Sleep Number attempts to deceive people into believing they are on an independent website; they have a number of sites, especially their primary website that provides them with a 4.7 rating. Too bad other websites don't support their own results. They are a slick organization that invests, heavily, in promotional advertising telling the world how wonderful their products are. We are selling our Sleep Bed asap, and will purchase a superior product made from organic materials and no EMF producing transmitter under the bed, which sends information to them that we never connected in the first place.
They have nice showrooms and sharp salespeople but the products are garbage. Shop elsewhere.

The new mattress C4 had a terrible smell which lasted about 3 months. After 3 months we tried the mattress and couldn't return it since the trial period has expired.
I wouldn't suggest this brand for people with elevated sensitivity.

We were so disappointed with my new (2/19/22) California King Sleep Number P6 Smart Bed with the FlexFit Base. After paying $5,358 we found out the only way to control the FlexFit adjustable base is with the attached remotes. The first time we discovered this is after it was installed by the company. We cannot control the flexible head or foot feature with the wireless remote that comes with the bed, or our iPhone or iPad, like it was demonstrated to us in the showroom. You can control your sleep number setting, but that is all! I used the "Chat Feature" on the Sleep Number web site and after waiting 45 minutes was told it was because of a "chip" shortage. If we would have known this before we purchased the bed, we would have waited until that feature was available, as we were still very happy with our older Sleep Number bed which we have had for the last 12 years. Only reason we upgraded was for the flexible head and foot feature. Beware of what you are purchasing…

I had a question about something that wasn't easily found on their website so I opted to use the online chat feature. I got my answer and then the rep was trying to get me to make a purchase right now. I told them that I would prefer to go to the store locally and I might do that later that day, he followed up with scare tactics that I might not be able to get one from the store and it's the same as online anyway. Never in my life have I reached out to customer support on any other website and been pressured into making a purchase. All the others take no for an answer. It seems their chat support agents are on commission.

Can't honestly review the comfort because I haven't been able to lay on the damn thing. It was to be delivered between 9 and 2 today. Sounds like the cable guy, right? But wait, there's more. Got a call at 11:20, the truck is delayed and will be there at the later part of the estimate. OK. I waited and I waited. At 2:30 I had to leave, left my wife there alone. Called sleep #. Quote, "if I had to bet my life on it, 30 to 45 minutes."
LOL. At 4:30 wife calls, still no bed, this is 2 hours after the "bet my life" call. Mr."bet my life would be dead 3 times already. I call again, 2 minutes, they are right down the road. 25 minutes later, NOT 2, the truck finally pulls up. Now, gotta give em credit for the set up. Just about 30 minutes, the old mattress was out, the sleep number was in and set up done. Good job!. Now, if they give you a time for delivery, flip a coin, call the psychic hot line, do a weegee board but no way do you trust these people.

After nearly four years of peaceful sleep, I awoke to lying in the Marianna Trench. My mattress was apparently exhausted in more ways than one, one also being my new sleep number. It took two weeks for what I thought would be a repair team to come to the house. Nope. For $99 (not covered under warranty), they just diagnose the problem. Except they didn't, explaining it could be one of several problems and I was to call the next day with the results of the experiment they left me to do.
After being passed through three customer service representatives I was informed I needed a new air chamber (68% covered by warranty; credit card please) plus, yes, that will be another $99 service call. The repair part is shipped to your house. Then you get to wait, again, for a service team to arrive to install it.
As for repair service, my first call was disconnected. My second call I was informed you do not find out until two days before the service exactly what time they will arrive. So if you schedule your life more than two days in advance, be prepared to take the entire day off. In my case, they called at 7AM the day of the appointment to reschedule the arrival time. I will say that all their service representatives were very polite.
If you are considering a Sleep Number mattress, here is my advice. Understand the 15-year warranty depreciates faster than a new car and the service call is not included. If and when the bed breaks, bring your patience, your checkbook, and acquire a spare mattress to sleep on for a month.

The adverstisements look great and the customers on tv and celebrities on the radio make you think this bed will solve your sleep problems. This is the worst bed I have ever used. It was also the most expensive. The bed is not infinitely adjustable. It adjust in increments of 5 so if you want a 52, you have to go with 50 or 55. Now that seems petty, but when 50 is too soft and 55 is too firm, what are your options? I wake up at least 3-4 times a night in this bed. I shift from side to side and cannot stay comfortable in one spot even when I am on my back. If I get 3 solid hours of sleep I consider it a win. The bed does not constantly adjust to your body. It adjusts when I get in it and that is it for the night. No matter how I toss and turn, it stays the same. The trench effect that you may read about on other sites is real. You can get lost in the middle of the mattress and have to climb out to one side or the other. We thought this would be a mattress that we would enjoy, but it is a very overpriced nightmare and a waste of money. When you see the advertisement for mattresses under $1000, do not believe it. After you buy the mattress, frame, and their mattress cover (they will not warranty your mattress without their overpriced cover), it is easy to be over $3000 for a bed. Open your wallet and watch the money fly out. For that same price, you could buy a really nice mattress that will not let you down.

Trying to reach someone that you can actually speak with is difficult. I called sales and then was transferred to a customer service rep. It is unfortunate that I had to diagnose the problem, which I had to have my son accomplish as I had hip surgery 10 days previously. The issue "deflation" on one side while I was sleeping on it. Just a "bit" difficult getting out of the bed in the middle of the night.
The rep talked us through the "self diagnostics". With the cost of the bed why am I doing the diagnostics. The problem is in the air pump. A service tech will be here on Nov 17 2021. We will see what happens.
I did call the store and I left a message and I did send a text at 0333 hours. In the text I did ask for a phone call. They did not call me. I sent a text again later in the day and requested a phone call. I received a text back. It was clear that I was not going to get a phone call. What I learned from the text messages was that the local store was "passing the buck". This is not good customer service. Unfortunately I did not do better research before I purchased the bed. "My Bad". Had I known what I do now about the lack of customer service I would not have purchased the bed.
The bed itself, so far, is what I expected. I love the adjustability which we can do at anytime to fit the needs of the day. I like the information that is provided by the app that shows how well or not that I am sleeping. I am not sure about accuracy of the information though. I wonder about it. I believe that the cost of the bed has a lot to do with that technology,
CUSTOMER SERVICE IS THE DEAL BREAKER FOR SURE.
Thanks for reading!

We spent $8.800 on our configuration and some problems which have been dealt with except one large ongoing $1.036 problem that has not worked since 2014. Despite six visits to the store, 4 calls to the support center the dual temp temp system has never worked and they have refused to send someone to fix it. We have asked for a refund of the $1,036 and Sleepnumber supervisors Trellis and others have refused to refund.the dual temp system since they never fixed it. If you expect Sleepnumber to honor their warranty then DO NOT BUT THEIR PRODUCTS.

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.

We bought the iLE bed in May 2015. After about 3 months the cover was torn, and we understood, that the right side didn't work and lost an air. The coverlets torn, the foam torn. You pay a big money for cheap stuff and a poor service.

I called to Customer service in September 2015. I wrote emails. They asked the pictures, I sent the pictures. But Sleep number can't receive they, because The mail system <*******@selectcomfort.com>: message size ******* exceeds size limit. And Sleep number ask again and again the pictures, but their email box was full and can't to receive a new emails.
After they started to ask a questions. I answered at least 10 times for all their questions. But Sleep number repeat and repeat the same questions. After I understood, that they will send me a new parts. But it was not true. I didn't receive nothing.
Then my child became seriously ill, and I temporarily forgot about them. When our family situation stabilized, I wanted to break all relations with the company Sleep number. Because it's a terrible service.

What now? Sleep number lost my emails, and said, that they didn't know about my problems. Now they ask, that I can to pay for their defective parts.

And you know, that the 25-years warranty is lie? You have a 2 years a full warranty, after you will pay for all parts. The first 2 years are covered at 100% and after that it is prorated. Year 3 starts out at 72% and it goes down by 4% every year after. I found out this information just today.

I was expecting this wonderful nights sleep. It's been about a year now and I'm still waiting. Still waking up as stiff as ever. Then I was sold a mattress pad that crinkles every move you make. The company tried to work with me in the beginning, sending me foam pads and such, I just gave up. It is what it is. I don't recommend it to anyone.

You say you need a new bed but you don't want the usual ones, you want the better or best so what do you do, you go to Sleep Number beds and you find a bed that you like or love and spend big money between $5,000.00 and $7,000 and of course you want the warranty and you go home happy as a pig in (you know). Then one day you need service on this expensive bed only to find out that the parts are guaranteed but the labor is around $200.00. Your warranty starts from the day you buy it and not from the time you received the delivery. CHECK IT OUT. Would you really buy the bed now, I THINK NOT.