Sleep Number Reviews

I went to a Sleep Number store, and it was a great experience. I got a new pillow to try out and to give my opinion on my pillow, and I slept so good and it helped my neck, and my husband is going to get the bed for my birthday.

We gave the bed an honest try, but didn't end up liking it. It caused neck pain for my wife no matter what setting we used, and it never ended up feeling comfortable.

Lo and behold, we come to learn that the "adjustable base" is not returnable (!). We are out over $4000 on the process, counting delivery and return fees. Quite the incredible scam they have going. Be careful.

Sleep Number is one of the worst companies my spouse and I have ever dealt with. The mattresses are overpriced air mattresses and the personnel is incompetent. First off, they had our phone number incorrect from when we placed the order so we received an email telling us that they tried scheduling the delivery of the mattress but could not get ahold of us. We called and corrected the number and finally had the mattress delivered.

The drivers couldn’t find our condo (even though there is a map at the front showing exactly where each unit is in the complex). It was installed and the delivery men were nice enough. But from the first night we slept on the mattress we knew we wanted to return it. The next day we called to return the bed and were told we had to wait 30 days. Nowhere on the contract or print information we were given does it say that you have to wait 30 days to make a return.

Second what they don’t tell you is that you will not be refunded the close to $179.99 you were charged for delivery and installation AND that you will have to pay another $179.99 to have it removed or you may ship it back yourself for about $120 with their shipping labels. So, we waited the 30 days and called back to return the bed. We were then told that their system was being upgraded and that they couldn’t process the return and they had no idea when the system would be up and running. We were told they would call us back when it was up or that we could call back at some point.

Eventually a couple weeks later we called back and the system was up (but no one called us first to inform us) and we got our return initiated. This is when we find out that we were going to get charged for both the initial delivery and for the removal of the mattress. Now we had to wait for the deliver/removal department to call us to schedule our appointment to pick up the mattress. The person on the phone who processed the return asked for contact phone number (this is important for later). We figured it’d be easier if we just paid the extra money and have them pick it up. Well they didn’t call us and it’d been a couple of weeks so we call them instead and we are told that their system is down and that nothing can be scheduled until it’s up and running. So we wait again for them to call us. Eventually we get an email stating that they tried calling us and couldn’t get ahold of us and that we should call them to make the appointment for pick up.

When we call them we find out that they had our phone number incorrect, AGAIN, even though the person who processed the return confirmed a contact phone number with me. Okay, so we schedule our appointment and we get a window between 8am-12pm. The day of the appointment, just to be on the safe side we call early in the morning to confirm the delivery people have our correct phone number because they are supposed to call us when they are close by. Well, the person on the phone looks up the phone number they have on record and you guessed it, it’s incorrect, AGAIN. So the person updates it in the system. Mind you this person was pretty rude. We ask her how the delivery people will know about the correct phone number and she dismisses our concern and says they will get the info. So as soon as we hang up with her, we call back to confirm. This person is nicer and says that the delivery people receive a text message with the information.

Okay so we wait, and wait, and it’s 11:45am and we haven’t heard from anyone. So we call back and ask what the delay is. The customer service person tells us that the delivery people are running behind but that we will still get our mattress picked up at some point. So we wait again. It’s 1:30pm and we haven’t heard anything. We call customer service again and the person tells us same thing the previous person did, that they are running behind. This time we tell the person that we were told this already earlier and that we were not planning on spending the whole day at home waiting for the mattress to be picked up, if he can somehow find out when they will come.

The person finally says, let me call the delivery people. When he gets back on the phone he says, “I’m so sorry but they tried to pick up the mattress earlier and they couldn’t get ahold of you nor could they find your unit so they left and continued on their route and now they are done for the day.” Excuse me?! We called them multiple times during the morning to correct our phone number, to ensure that we would have the mattress picked up that day and now we are told that there’s nothing to be done. The customer service person was very sorry and said that the delivery people couldn’t get ahold of us because they had the incorrect phone number. We called on several occasions to get that corrected. Apparently the delivery people are supposed to call the company when they cannot get ahold of the customer, but these people did not. So we waited for 6 hours at home just to be told “sorry.”

To make things worse, we were moving at that time and needed to be rid of the mattress ASAP. But we were told that their next available appointment wasn’t for a couple of weeks. So we decided to ask for shipping labels instead. At this point we are fuming and ask to speak to a supervisor. Well we never get a supervisor, instead the customer service person tells us that we can get credited the money we were being charged to remove the bed. But since we couldn’t get an appointment soon enough and we’d be using shipping labels then we’d get credited the amount of the labels. So we get transferred to another customer service person to help us with the shipping labels. She tells us that we will get the labels in our email within 48 hours. Days pass and we don’t receive the labels. We call back and are told that the labels had actually been mailed to us. Why did the person tell us she emailed them then? So we get labels emailed to us finally. We pack up the mattress, we mail it back and when we get our credit, it doesn’t show the full amount, that is, Sleep Number still charged us for the shipping labels after we had been assured we would not be charged for them due to our trouble. So we have to call back, AGAIN, to sort out the billing.

This is one of the worst experiences we’ve had with any company. We do not recommend Sleep Number. If you want a good mattress, look somewhere else. Do not waste your time and money and keep your sanity.