By the way, I tried to post this review on the sleep number website. But of, course, it was…read morerejected by the moderator (even with rep names redacted). They pick and choose the reviews for their own website, so no surprise!
We purchased a sleep number bed on 11/14/20. Said Jay W assured us that we could try the bed for 90 days & return, if not comfortable. Additionally, he stressed that "you can even extend to 100 days" and made the return process sound easy. After nearly an hour, we purchased the bed for $5600 ($2400 mattress, $3200 adjustable base).
But when we tried to return the bed as it wasn't working out (center of mattress is higher and slopes to the edge) we were told that the $3200 base was non-returnable. Apparently, this disclaimer was buried in the receipt (meeting the requirement of bold-faced type, etc.) In the past, when purchasing a "no return" item, I have ALWAYS experienced the courtesy of a quick verbal mention, even with a $2 item. However, no such care was taken with this several thousand dollar purchase. No mention of this VERY COSTLY & IMPORTANT policy.
Who would have believed that "you can return the bed" meant "you can only return the mattress, not really the whole bed & you will be stuck with the base!" I think a more accurate description would have been "you may exchange the mattress." Words have meaning! Bed does not equal mattress only. Obviously, this is a sales ploy to make sure you stick with a sleep number bed one way or the other. Who would take a $3200 loss and just return the mattress?
After calling the Maplewood store manager Julio R & corporate Customer Service, we were simply admonished for not reading the receipt thoroughly. While the purchase may be a legal contract, it was not entered in good faith with all parties involved.
I don't want to claim fraud, but at a minimum, we were misled.
1. Misled regarding the definition of a "bed."
2. Misled that the return process would be easy. Positive facets such as extension of return period highlighted but a policy that may potentially hurt the sale was NOT mentioned, & perhaps, veiled, as Jay quickly scrolled through the receipt on his iPad as he hurried us through the sale.
This company utilizes deceptive and misleading sales tactics. Once you make the purchase, you are stuck with it!
RESPONSE TO REPLY BELOW:
Yes, I get the whole legal thing. But as you astutely pointed out, you "can't say for certain what may or may not have been stated at the time of the sale." And that, indeed, is the problem. Your sales staff need to better trained to be more consistent AND have the courtesy to point out important aspects of the return policy. You are welcome to have whatever return policy you want. Just be straightforward and clarify - not just have us click boxes or initial during a hurried sales process. (My experience at Macy's was quite different. The sales person made it absolutely clear, verbally, about the restocking fee with returns.) You said it yourself. If you can't be certain about what was said, it's time for the corporation to rethink and retrain. Or perhaps you don't really care as long as you are legally covered.