Sleep Number

Run Away. Now. You have been warned.
My experience within the store in the Serramonte Center was perfectly fine. The salesman was really nice and not pushy. I ended up purchasing the p5 queen mattress set. The salesman said that I would get a call to set up the delivery.
It all goes downhill fast from here.
The week after the purchase, I get the call to set up the delivery. I schedule the delivery per Sleep Number’s suggested delivery date roughly two weeks out and am confirmed for that day.
A little less than a week later, I get another call from Sleep Number to set up delivery. I tell them I already have a delivery set up for next week. After a long pause, I am told that although they can see a confirmed delivery date for me, that really shouldn’t have happened because that day was now full. Sleep Number can no longer deliver to me that day. I have to reschedule for another two weeks out. I am annoyed, because now, due to Sleep Number’s error, I will not get the mattress until roughly one month after purchase.
Four days before scheduled delivery, I call Sleep Number to find out the scheduled delivery time (they only confirmed day prior). They tell me they will call to confirm delivery time 24 – 48 hours before hand.
No confirmation call. I call the day of the scheduled delivery (Saturday). Sleep Number confirms delivery and gives delivery time range of 3−7pm.
Delivery men arrive at 3:05pm. Great! Once they arrive, after measuring my bedframe, they tell me that the Sleep Number boxspring/​base will not fit in my standard queen bedframe. The salesman assured me that the base would fit any standard bed. I am annoyed, but am told I will be credited the $ 300 cost of the base. Also, the delivery men tell me that although I requested pick up of my existing old mattress, they do not have room on the truck to pick it up. This annoys me further, but the delivery men say they will leave the mattress outside my house on the driveway and pick it up on Monday.
Monday: I arrive home and old mattress is still in the driveway.
Tuesday: I call Sleep Number about old mattress in driveway and confirm credit for base. Sleep Number tells methey will call me back later that day to confirm pickup of old mattress. I do not receive a call.
Wednesday: I call Sleep Number again about old mattress in driveway and confirm credit for base. I am told that they are going through a systemwide upgrade of their server and can do nothing for me. They recommend I call back in a week (!) when the upgrade is complete to schedule pickup of the old mattress and confirm credit for the base. I tell Sleep Number this is unacceptable (mattress sitting in my driveway for at least another week!). Surely they are still delivering beds, can’t a driver come and just pick up the old mattress outside my house? I do not need to «schedule an install date» for that. I am told they have no way to contact their drivers during the upgrade (What!!!). Again I say this is unacceptable and ask to speak to a supervisor. Supervisor gets on phone. She says same thing. Again I say it is unacceptable. I am forwarded to the «CEO’s voicemail box» and I leave a message explaining the situation and my unhappiness.
Wednesday later that day: I get a call for Associate to the CEO #1. He assures me that the systemwide upgrade will be done tomorrow (not one week later) and that someone from Sleep Number will call me schedule pickup of my old mattress and confirm credit for base tomorrow.
Wednesday later that day: I get a call for Associate to the CEO #2. He has no idea Associate to the CEO #1 called me and repeats what the original people said, saying I have to wait a week to do anything.
Wednesday later that day: I get a call for Associate to the CEO #3. She has no idea Associate to the CEO #1 or #2 called me and leaves me a voicemail message saying she got my original call and to call Sleep Number back to work something out. (I didn’t answer this call)
Thursday: No call from Sleep Number. Surprise! I call again. This Associate (we will call her #4, but I’ve talked to more than four by now), says the systemwide upgrade did not complete per schedule so the credit can not happen yet. However, she can call a driver to pick up the old mattress. (Finally, someone at Sleep Number can call their delivery people!) She confirms pick up of the old mattress for tomorrow, Friday.
Friday: I get a call from the delivery man to pick up the mattress. I tell them it is in the driveway.
So now, 10+ calls later, I finally get my old mattress picked up. BUT… I STILL HAVE TO CALL THEM BACK to confirm a credit for the base.
Is the Sleep Number mattress any good? After everything that I’ve gone through, I will always be slightly annoyed with Sleep Number, no matter how good the mattress may be. And honestly, so far I don’t even find it to be better than my old mattress.

We love Lucy. Our shopping experience mid week was the most fun we could have expected. Lucy answered all of our questions confidently and was very patient working with my elderly aunt (92yrs young) to select the right set and accessories. Thank you!

Best bed ever

This is based on my store experience only and I will report back after Ive received my mattress. Robert provided excellent customer service and was super knowledgeable on all the mattresses. As much as I would have loved to get the $ 8000 mattress, I settled for the C4 and it’s heavenly. Love that you can adjust your side to your own level of comfort. I would definitely recommend this store.

4 stars for this store, as I can’t speak for the product yet. Curtis answered all of our questions and the store was well laid out. The beds were very comfortable and there were no high pressure sales. Purchased a cooling mat which I love! Getting ready to try out a bed to see if we like it.

I have never dealt with a company with such poor customer service.
I bought a sleep number dual comfort mattress pad for my wife’s birthday. I was told it would be delivered in two weeks; I gave them three weeks as I wanted it to be delivered on my wife’s birthday. Three days before delivery I was called and told it would arrive as promised. Then 1 day before delivery I was again called and told the product had never left the warehouse and it would be delivered in another 2 weeks.
I called their customer service line and told them my situation and asked if I could pick it up at one of their warehouses. I was told this was not possible. I went to the store and spoke to the manager; he was very nice, but said the company does not allow the stores to give any discounts. Another call to customer service and I asked if there was any compensation for their mistake as I am now having to drive around looking for another gift for my wife.
Bottom line this company has horrible customer service, they offered no compensation, made no amends whatsoever for their mistake. They did not care how their mistakes affect their customers. I cancelled my order and am glad to have no dealings with this company.
I read their stock is not doing well, due to low demand of their product, it is not surprising as they do not know the meaning of customer service.

Never have I dealt with a more sneaky company than this. They don’t tell you about the lengthy wait for the bed until after the deal is sealed, they don’t show you the fine print on the return policy until after the deal is sealed. Our bed is minimally comfortable but for an extra fee (lots of $) they will sell us additional foam to put inside the mattress ~ I don’t think so. Also, you MUST wait 30 to 45 days to get a return authorization and then pay $ 199.99 to have the bed picked up. Unless of course you can take all the pieces apart and package it just as it was when delivered. Customer service, up-​front honesty and a quality product are all lacking!

I bought an adjustable bed from sleep number that has put off a horrible smell since it was delivered. The sales person at this store assured us that any odors would air out within a week — not true. It has now been three months and it smells like chemicals in our bedroom. The company has done nothing for us to try to fix the problem, despite multiple calls and e-​mails to them.
They even declined to share information about the chemicals that are being released into the air by the materials in their bed and upholstery bed frame. You know you are dealing with an disreputable company when their response to a request about product safety information is «Well, by law we don’t need to tell you.»
I should also add that they removed a previous review I posted on Unilocal.
Also beware of GE Capital, the company they use for financing… another shady company that sells your information to anyone who wants it.

K