Sleep Number Beds Complaint - Very Poor Service
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.