I would not recommend this sleep number store to anyone. Choose another location. I had purchased a sleep number bed from Sleep Train when they first came out and needed to get information on ordering parts. The lady working at this store had asked if I was in the system. I explained that I did not purchase my bed here and she immediately just handed me a card to call customer service and basically gave me the attitude that she was not going to help me. Extremely bad customer service. I later called Sleep Number's customer service Line and I was in their system. It turns out I was was one of the few that bought their top of the line beds when they first came out and was being sold by Sleep train at the time. These sleep number stores did not even exist yet. I told the representative what happened and he was so apologetic. He said the lady should have helped me out or at least look me up in the system and she would have found all my information. I love the bed and turns out that my bed is still covered under the 20 year warranty. Even if I couldn't order the part, I still would have purchased another sleep number bed for $3,000, BUT, not from this store. I'm spreading the word for people not to shop at this location. Horrible service and I can believe it if they mess up on orders. read more

Have owned a Sleep Number bed for 16 years! It's time to replace/upgrade. I have researched the current bed market and figured we should check other products too. I visited the Pleasanton (Stoneridge) store on 12/14/15. In my research I found that customer service ratings have declined mightily at Sleep Number! I explained to the salesperson that we were returning customers but that I'd heard there were customer service issues. She immediately told me that I came in with a chip on my shoulder and harsh attitude! She said I had a nasty tone of voice! I asked a difficult question in a businesslike manner... I told her the company has LOST a customer. Why travel to another Sleep Number store to spend my $3500+? Have since purchased elsewhere! read more

I bought a Sleep Number mattress in 2014. A few years later I started having problems with the $5,000 mattress! The mattress started to sink down on both sides and it had lasting indentations of our bodies even on the Sleep number 100 setting! I called customer service to let them know and troubleshoot the bed and they came to the conclusion that there was a crack in the base. I had multiple conversations with them to convince them not to charge me for the part and service man to come out to fix! The serviceman came out to fix the base but proceeded to say this would not fix the problem and that the foam needed to be replaced! Called Sleep Number again to have them replace foam and now they want to have me pay hundreds of dollars to fix under a pro-rated warranty! The lifetime warranty is a SCAM and the customer service says it is normal after a few years for the $5,000 mattress to dent! If I had known this was going to happen I would have bought a mattress from Macy's at half the cost and not have these issues. At least I know Macy's customer service is better than what I experienced at Sleep Number. Now I am stuck with a mattress that is uncomfortable to sleep in and not fixed! I would not recommend Sleep Number to anyone. read more

We went from a normal queen bed to the sleep number i8 king. Ordered sheets etc for bed salesman placed order all is great delivery in a week. We received emails regarding bedding ordered "there on the way ". Night before delivery of bed no sheets; called customer service 6:45am pdt told them no sheets for bed they replied okay we'll send them out 2nd day air. I questioned why not over night they said we don't do that! My wife called later that same day and same answer plus the sheets we ordered were on back order and what they are sending aren't what we ordered but king size!! Really! Also contacted store no response then went to store spoke with our salesman he couldn't help. He spoke with Colin Swami store manager and his solution was for us to purchase some cal king sheets at $250! Mr. Swami never spoke to us he could care less he is a joke of a manager period. It has now been a week since bed delivered and still no sheets as ordered plus the second remote we purchased was not the same as ordered. We have not received any responses from anyone at sleep number. Buyer beware when placing your order as they don't tell you of back order items etc., and good luck with so called Customer Service. It's a joke. read more

If I could give negative stars I would. We cancelled our order before it even was delivered. It was suppose to be 3-4 weeks for delivery, but waited 6 weeks. They called to deliver and never showed up. We took an entire day off of work waiting. When we called to inquire about delivery no show, they couldn't tell us why it didn't get delivered and the next estimated delivery would be 2 weeks later. At that time we decided to cancel our order due to customer service being so horrible. We expect better customer service if we are paying this amount of $ for a bed. We are still waiting for our refund and I have spent countless hours on hold with their company trying to resolve this. HORRIBLE CUSTOMER SERVICE !!!!!!! read more

I walked into a sleep number store and that same day I had made my purchase. The problem with this was that some items you purchase are not returnable and only exchangeable. I purchased a split king bed with an adjustable base after the sales rep stated the line that splits down the middle of the bed is less than an inch. Well this is not be case. I can fit my whole arm down this crack. Also after calling customer service to express my dissatisfaction I was then informed that I could only exchange the mattress as the adjustable base is not exchangeable or returnable. Also to make matter worse i thought that customer service would make me happy but they informed me that I would have to pay an additional 200 dollars for the exchange of the mattresses. I thought that sleep number was a company that made sure their customers were completely satisfied. The mattress is very comfortable but my dissatisfaction stems from the customer service experience. I will no longer purchase anything from sleep number just because they did not do anything to ensure I was a satisfied customer. read more

I purchased a sleep number earlier in September. I have been so excited to get it but it's become clear they don't want me to have it. I have been put through the ringer with the delivery of this bed. First delivery confirmed for the 16th; took the day off...called me at 10, delivery tech called in sick: delivery cancelled. That's not acceptable; have someone else take the route- have a manager jump in the truck. That's OK, it's only strike 1. Scheduled again for yesterday for after 4:00. The tech called to say he'd be there at 1:30. Wait what happened to 4:00? Response: well we have a light schedule and we can't sit around for 3 hours...Really?? I just spent a fortune on this bed. Husband cancels meetings to get home, tells the delivery guy at 11:20 he'll be there at 1:30. Delivery guy says he will text to confirm; texts at 1:11 to say delivery rescheduled for the later time I wanted, as he has scheduled another delivery for 1:30. Husband although frustrated thinks right they will deliver at 4:00. Nope. The driver, who was on his route, obviously didn't get another bed to deliver mid-route and obviously felt like taking a half day. What his cryptic message really meant was that delivery was canceled. Strike 2. Then Home delivery tell me the bed will be delivered today between 2 and 6 if they can have the bed moved from one truck to the other and would call me to confirm at 7:30 am. Guess what..no call. I took the day off today to receive my new bed. So excited that finally I will be sleeping on it. I called the delivery center 6 times today confirming delivery each time. First call 8:30 am - told me delivery was scheduled between 8 and 12. Then they told me 2-6. 2nd to last call 4:35 delivery is on its way they will be there by 6:00. Last call 5:45...told me delivery guys went home for the day and we will call you in the morning to reschedule. Really, I just spent a fortune on this bed managing the delivery process because obviously sleep number isn't going to...and had to miss work yet again. Strike 3. I cancelled my order because sleep number just doesn't care about my time or honoring its commitments. I can't even begin to imagine what would happen if I had problems with the bed. Keep the bed sleep number I am moving on. You have stressed out my family - oh and I had already given my old bed away, so I have no bed...thanks clearly you don't care about your customers or your sales. Worst experience ever! Going to look at a Tempur now. read more

If there was a negative star I would select it. Worst product and customer service I have ever experienced. We bought a ILe bed for $3300. It is nothing more than a camping blow up mattress. We hated it. Wanted to return it, was told we had to keep it for 30days. After the 30day period, began the Horrific Customer Service! For 4 days straight I called their customers service line. my wait time was over an hour each time and I never got to anyone. I called the sales line, they answered immediately, when explained the "hold time" situation for support and asked for help, they immediately transfer me back into the CS queue. This company is a joke. I finally called the store we purchased the bed from, the sales associate called there own CS and was on hold for 3 hours before someone picked up her call, only to find out they need to speak with the Customer themselves. My options were to call back the same lame CS department I was trying to reach for 4 days or come into the store and they would call on their "internal" CS line. Ludicrous!! I sat on hold with the sales associate for 30 minutes in the store on the "internal" line before they answered. They issued the return and credit minus $400 for a pickup/return fee!!!! So it cost me $400 to return a bed I hated in the first place. read more