On October 30, my wife and I visited this Sleep Number store and was greeted by Tim C (the store manager). We were immediately impressed with the steps the store had taken for Covid-19 precautions and Tim began to educate us on the available Sleep Number mattresses and questioned us about our sleep preferences. After spending some time trying out the mattresses, we made a decision and placed an order. Tim gave us a few available delivery and installation dates and we choose one that matched our schedule and we left the store feeling really good about the decision we made.
Ok, so here is where we began to regret the decision we made. On the morning of December 5, which was the scheduled delivery date, I get a call from a Sleep Number representative who says my delivery date would need to be rescheduled because the bed was still in Jackson, Ms. Now keep in mind, I had received two text messages confirming my delivery during the week and now 2 hours before it was supposed to be delivered to me, they realized it was in Jackson, Ms. The next available date would be on December 29. I advised the representative that the date he was given me would not work for us because we had family coming in on December 19, 2020 for the holidays and we needed the bed that we were told would be there on December 5. He advised me that they would do their best to work us in before that, but he was told to put us down for December 29. How is it fair that a mistake that was made on their part caused us to go to the bottom of the list? You would think that special attention would be given to this situation to ensure the customer was happy even if it meant working after hours.
We have already donated our bed and we are currently sleeping in our spare room. I called Tim on December 5, 2020 and he had already read the notes on my account and he said, " I really do not have a good answer for you of why this happened". I asked if there was anything he could do to expedite my delivery and he said he had emailed his boss to see if he could do anything because he worked in the retail section and they would not listen to him. So be aware, it appears that once the sale has been made, delivery and service after the sale is totally out of the control of the personnel in the retail store
I will be updating my review as we progress through the process, but at this time I am not confident in the delivery process or on any service that may be required after delivery. I purchased a $300 mattress so that I could accommodate my family for the holidays. read more