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.
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 development 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 lying 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 their 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 it's from the mold.
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 setup 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!!!
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.
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 service. 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!!!