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6 Reviews & Complaints

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Very Poor Service
Posted by Doctordanger on 11/26/2008
DUBLIN, OHIO -- I purchased a top-of-the-line sleep number bed 3 years ago and spent $6000 on the product. At the time of the purchase, I was concerned about maintenance problems and voiced this concern to the salesman (at Tuttle Mall in Dublin, Ohio). He assured me that any time my bed malfunctioned, I could call for service personnel to come to my house to repair it. My bed has recently malfunctioned and it appears that the pump is non-operational. I have received very poor service from the company. Basically, I was told to call a 1-800 number and have a operator talk me through diagnosis of the problem. When I told her I really just wanted to schedule a maintenance repair appointment as I did not have time to dismantle the bed and talk on the phone, she rudely informed me that I could not get a repair person to come out until I had diagnosed the problem! Isn't that what maintenance service calls (for which they charge a mere $159) is for? In short, I called 4 different times, may have diagnosed the problem as a broken air pump, and had to pay over $300 more dollars to get a new one. The operator emphasized that my purchase of this new air pump was "final sale". When I tried to get him to define what "final sale"meant (does it mean that if this diagnosis was wrong and the mattress still does not inflate with the new air pump, that I cannot get a refund? Do I have to pay shipping charges for a misdiagnosed problem, etc) he would not give me an answer. Maybe I'm crazy, but I would think that after spending $6000 on a bed, one could expect some meaningful service when something goes wrong. The bed may be relatively comfortable when it is operating correctly, but I can assure you that you will not be able to sleep on it when it refuses to inflate. It is over a week now and the problem is still not rectified.

I am very sorry that I purchased this bed and would advise you to seriously think about purchasing one yourself. If you do buy one, do not go top-of-the-line, as I did. Had I spent $2500 I would not be as appalled as I am at the moment with the incredibly poor service. The more bells and whistles on an item, the more that can go wrong and this DEFINITELY applies to Sleep Number beds.
     
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Posted by madconsumer on 2008-11-26:
great review, i was looking at these. there have been a few different complaints about them.

very helpful.
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Sleep Number Bed Is a Nightmare! MOLD! LUMPS on Bed!
Posted by Lakid1 on 04/05/2012
PLYMOUTH, MN, ILLINOIS -- I bought this bed in King size due to serious back problems my Dentist had recommended it. This so called bed is a nightmare. First there was problems with every time I pushed a number a lump would follow wherever I slept. This was like sleeping on those old horrible couch beds with this lump hurting my back. I was in serious pain whenever I woke up. When I pushed the button there was always a dent that followed. Therefore one side would have tons of room on the other side. You can barely move without falling in the other lump.

My husband got the book out and read every tiny bit of it and he took it apart with me because I also had developed a cough. When we took it apart I was horrified to find black mold all over the wooden part and other parts of the bed in between the layers. I pray this had nothing to do with the deveopment of a lung disease called Sarcoidosis which is fatal. I do not smoke and never have. When I called to complain they not only were nasty and unhelpful but they sent me a huge box of every part they had laying around that wouldn't help just to be vindictive.

Now every month some jerk-off sends me a sales paper just to be even more vindictive in there handwriting with no return address. If there is an Attorney out there please call. I have pictures of the mold and I still have bed preserved also I have developed a fatal lung disease. I now think back to when I first got sick and I think its from the mold.
     
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Posted by madconsumer on 2012-04-05:
molds grow where there is high humidity. do you any other mold in your home?

you can also upload your pictures to this post so others can be warned by your experience.
Posted by trmn8r on 2012-04-05:
I found this review far more enlightening than I anticipated a sleep number bed review could be. Very informative.
Posted by JISCal2 on 2012-04-05:
If this review doesn't get a companies attention, nothing will.
Posted by trmn8r on 2012-04-05:
A quick look at Sarcoidosis seems to indicate the cause of it is unknown, and one symptom is coughing.

Just saying, the disease may be unrelated to the bed...
Posted by onlooker on 2012-04-05:
Have you written a letter to the company headquarters - with photos of the mold? Have you formally made a demand for replacement of the mouldy mattress? Done in writing?
Not knowing how long you have had the mattress - makes it hard to know why there is mould: only 2 months, 3 years in a damp room etc.
The wood could have been flooded and then used, re-worked, never treated in the first place, there are many causes.
It could easily make you sick, cough etc, but until you test the mould, you will not know.
The lumps in the mattress are important to you but the mould report to the headquarters with photos is more important. And might get a response - better than the lame response you are getting from the sales group now.
Posted by ok4now on 2012-04-06:
I recently went mattress shopping and this product is a ripoff. It's basically and over priced air mattress with slick marketing. Sorry to hear that you're having a problem.

Another highly advertised mattress is the Tempurpedic. More slick advertising. The commercial shows a wine glass not spilling after the bed is bounced on. It's basically a thick foam mattress that molds around you and is very hot. You feel like you're sinking into it and it's not comfortable. Plus it's very expensive.

I went with the King Size Sealy Perfect Sleeper. OMG is it comfortable. The best mattress that I have ever slept on. Paid $2,000 and this was the discount price from the retail of $3600. You get what you pay for. This mattress is so thick that you almost need a step ladder to get on it. If you want a really good nights sleep look no further, you have found it. Highly recommended.
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The Sleep Number Bed Is A Total Ripoff
Posted by Orthoriss15 on 10/04/2011
Due to my profession, I usually have back pain therefore a restful bed is essential for me. I decided to purchase a P5 Sleep Number Bed. What a complete piece of garbage. First of all, the beds in the showroom are much more comfortable than the actual bed that you will receive. I tested this theory by actually driving to the store to compare and there was a huge difference from my bed to theirs. At the softness level I desired the bed sagged like a cheap air mattress on a camping trip. My back pain actually worsened. I was told that was how the bed was "adjusting" to my number... Okay.... Here is the icing on the cake. I called customer service only to have a rude representative of the company basically telling me that's the way it's supposed to be. They made me leave my work to help them troubleshoot the problem because they won't sent a tech to do this. Last but not least, they charge 199 dollars if you are requesting the bed to be returned!!!!! So you pay 167 dollars for the set up and when you hate it and don't want it they hit you up for 199 more!!!! Avoid this Company!!! DO NOT PURCHASE A SLEEP NUMBER BED!!!!!!!!
     
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Posted by Alain on 2011-10-04:
There have been other similar reviews (I recalled one in Aug., http://www.my3cents.com/showReview.cgi?id=103213 and found others) about select comfort/sleep number beds. Seems like a lot of money to pay for a product that doesn't appear to perform well. Thanks for the review!
Posted by leblancr on 2012-11-20:
I'm sorry you had a bad experience and rude service, but it puzzles me. My 12-year old Serta double pillow top mattress gradually wore out. The inner springs apparently fatigued and though the pillow top still felt comfortable, I found myself waking up with a sore back every morning. Detailed inspection revealed the uneven support from the inner springs. Due to high customer satisfaction reports for the Sleep Number and Tempur-pedic mattreses by Consumer Reports, we checked them out. After rather exhaustive comparison, we liked the Sleep Number m7 mattress the best. After more than a month, I can say I am more than satisfied; I am amazed by the comfort and support of this mattress, and my morning back pains are a thing of the past. I have to wonder, what was different? Is there that much difference between the P5 and m7 models? I just wonder....

The comfort level of the m7 in the store was no different from what we experience in the m7 that was installed in our home.
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Mattress
Posted by Heartrose on 03/11/2011
My husband bought me a Sleep Number bed 6 years ago before he died. The mattress, will not keep air in it anymore, I think Sleep Number should make it good since they are sopposed to have years of warranty, and the price you have to pay for them. So now I have no bed.
     
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Posted by tnchuck100 on 2011-03-11:
What is the length of time stated on your warranty paperwork? It is probably less than 6 years.
Posted by Skye on 2011-03-11:
They advertise a 20 year warranty, but in fine print they say limitations apply.

So much for a 20 year warranty.
Posted by tnchuck100 on 2011-03-11:
I looked up the warranty. At this point under the warranty the customer would be required to pay 20% plus 4% for each year since the purchase date (at the current retail price) plus shipping.

Assuming $2000 for the bed 20% = $400 + 4% x 6 years = $480 plus $80 shipping = $960 to perform the warranty.

http://www.selectcomfort.com/eng/customerService/warranty.cfm
Posted by azRider on 2011-03-11:
tnchuck100 seems to have done the math. I guess the question is can you buy a new mattress for less than $960? if so I'd go buy a replacement standard mattress, or if you can't then let them repair it. which is the better deal.
Posted by Skye on 2011-03-11:
This bed is so overrated. We did consider it once, but after reading all the complaints, we decided no.

There are now similiar versions of this bed, far less expensive out there.
Posted by Venice09 on 2011-03-12:
I have yet to be sold on the alternatives to a good old mattress and box spring. An air bed sounds like a defect waiting to happen, and blue's description of the Tempurpedic really turned me off. And both those beds are so expensive! I'm sticking with the old-fashioned kind.
Posted by SleepNumberKristin on 2011-04-06:
Hi! My name is Kristin, and I actually work for Select Comfort in the Customer Service Department. I noticed tnchuck100 actually did look up the terms of our warranty. I just wanted to give a little clarification on the warranty. Because our bed is all components, we absolutely in no way would have to replace the entire mattress. We would actually replace the component that is found defective. The terms tnchuck100 provided are correct, however the dollar amount that would be owed is much less. For example; if a pump somehow becomes defective and sells for $200.00 retail price. Let's say the customer has had the bed for 5 years which means they are currently having 64% of the replacement covered. This means that person would actually only pay $72.00 for the replacement. This would fix the entire bed, with no need to buy a new one. I hope this helped clarify. Please just remember we are honestly here to help, and we really do care. We are always happy to work with you. Our Customer Service Team can be reached at 1-888-411-2270. We look forward to hearing from you!
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Customer service training issue
Posted by Moocow on 06/23/2010
First, for $2,000, you would think that someone would come and set it up for you. Nope.
Second, from the beginning, first week, the mattresses would inflate and deflate all by themselves, whether anyone was in the bed or not. You could hear the motor going on for no reason. I called and said the motor is going crazy. And I was waking up in the morning bottomed out at level 5 (from starting at 50).

When you call customer service, they have a routine and list of what the customer has to do. And nothing happens until you do it. Then if it doesn't work, you have to call again. This time they sent new mattresses. No change in behaviour. How could mattresses change pressure all by themselves, anyway?

Finally, months later, they agreed with my original diagnosis, that it was the motor, and they sent me a new one. It's now working fine, maintaining the constant pressure set, just as it should.

This is a training issue. The procedure they run customers through is illogical and silly. They are stuck with the script the company gives them, and so the customer gets run around the block until they finally reach the place in their script where common sense clicks in.

     
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Posted by shayen on 2010-06-23:
I feel your pain!! Many years ago, I purchased a California King Tempurpedic mattress and boxsprings from an authorized dealer. It set me back well over 2K. A trucking company delivered it a week before the scheduled delivery date. I found this out when I looked out my window and saw enormous boxes in my front yard and a man getting into a semi truck. I went outside and asked if he could PLEASE carry the boxes inside (I was 8 months pregnant) and wouldn't have been able to lift them anyway. I paid him $20 and all he would do is drag the boxes to the porch. Great service! Both the store I made the purchase from and Tempurpedic said "not my problem".
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Don't buy a Sleep Number Bed
Posted by Sunshine416 on 07/27/2009
My husband and I purchased the I9 bed from Sleep Number earlier this month. It is the most uncomfortable and cheaply made mattress we have ever slept on. It is not the quality that you see in the store to "try" out. The mattress cover zipper was busted by the 2nd night. The air chambers or pump didn't work right. You set your sleep number to 40 and a few minutes later it is on 55 or 25 or whatever. You can feel the foam side and center walls all around you and feel as if you are laying in a hole. After my husband would lay down I felt as if I were laying on a giant air bubble (like an old waterbed). It was the most miserable sleep I've ever had. Once we complained to the customer service people we were told that we had to try the bed for 30 nights before they would give us the RMA# to return it. We finally were given the RMA# after 3 or 4 attempts to customer servive. Here is the kicker it cost us $500 out of pocket to ship the mattress back to Sleep Number. $500 it cost us to realize that their product is horrible. I usually don't read these complaints because I feel as if the person just didn't get their way. But please beware of this company - you get no customer service from them and you are going to pay a lot to "try" out a mattress!!!
     
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Posted by madconsumer on 2009-07-27:
was this a dual chamber or single chamber?
Posted by Slimjim on 2009-07-27:
Very helpful. You hear the risk free trial in the ad, but I bet most don't realize either the return shipping is on them or just how much it cost to ship this bed.
Posted by Nimster on 2010-12-18:
Actually the Sleep Number beds are AMAZING!! I've had mine over 5 years and my mom has had hers about 3...

It sounds like you just experienced the fluctuations in the Sleep Number. ie: If you're laying on the bed the Sleep Number will say 45, if you get off and check the reading it may display 20). The reading is based on weight distribution. And that's why it's important to ALWAYS lay on the bed when you set the sleep number!!

If you feel like you're 'laying in the hole' adjust the sleep number firmer!!! Sounds like you had it down way too soft... I wish you would've given the bed a chance to do it's job... Would've given you YEARS of the most comfortable sleep your body would ever know!!!
Posted by leblancr on 2012-11-09:
I agree with Nimster with the caveat that I don't know about the I9 model. Our m7 queen is the most comfortable mattress I ever experienced. It is beyond my most optimistic expectations. In the store we tried out about four models and preferred the m7, but NONE of the other models were bad. Did you assemble the bed yourselves? Perhaps that was not done correctly.
Posted by Al on 2013-10-28:
Also bought the i9 Sleep Number bed. Worst purchase we've every made. I wish we didn't believe the hype and arguments from their sales people about giving it more time. The bed is simply awful. Rolls to the middle with high sides like an old mattress and is getting worse as time goes on. We're not large people. We even paid them more money for extra foam pads to lift the middle, but they didn't hold and I'm waking up sore. If I lay on my back I can feel the tilt. Again, worst purchase we ever made and each time we called in their customer support just tried to sell us additional pads.
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