3 Things To Know About Sleep Number And This Location Before You Buy
My wife and I purchased a Sleep Number 360 Mattress in August 2021 and have come to regret the decision. Here's why...
ONE. The Staff At Your Local Sleep Number Cannot Help You Post- Purchase. After trailing several beds, we ended up with a P5 bed. We had a couple issues with it shortly after delivery and called the Encinitas store. We were immediately told that we must call the toll free customer service line. The extent of the help given? "Here's the 800 number" Guess what? Every single call was answered at the customer service by the dreaded message: "we're sorry, we are experiencing an unusually high number of calls...." On average it took 45 min -1 hour to get through to a representative. Later when we had an issue regarding returning our bed (more on that in a moment), the Encinitas store employees we talked to said simply, "we can't help you and my manager can't help you."
If you care about personalized service with empowered sales representatives that can actually help you solve any issues you have with your bed, think twice before buying anything from Encinitas Sleep Number. I imagine it's the same at other branches.
TWO. The Misleading 100 Day Trial. If you're like us and visit the store you will be sold with the promise of the 100 day trial. It goes something like this, "try the bed out for 100 days, if you don't like it you can exchange it or return it, simple." What they don't tell you is that Sleep Number reserves the right to refuse any return, that they charge a significant return and restock fee (up to 25%) and that if you exchange one mattress and still don't like it, you can't return the second one. Honest sales people would highlight these policies clearly and carefully when customers buy to set expectations appropriately. That didn't happen in our case. In my opinion he folks we worked both in Encinitas and Customer Service are trained to sell, sell, sell.
In our case we tried a P5 bed, but it was too soft for me. We went to Encinitas and asked to exchange the bed, but they told us to call customer service. I did and asked if the new bed (a C2) was still covered on the 100 day trial and was told "yes it is." So after another month of back pain on the new bed, I wanted to return it and Sleep Number service said "no, you only get one exchange or return." I challenged them on that, but they continued to insist. Had they been honest and transparent with me about this potential outocome I would have simply returned the first bed for a refund (less restock fee) and then buy another one to trial.
THREE: As to the product itself, the quality is decent. However, we found that we had to inflate the mattress at least 1 time per week. It would lose air pretty much every night. Customer service told us that it was normal. We also had to deflate it once to get a new bed frame and it took almost an hour to inflate. Beyond that, keep in mind that you are sleeping with a wifi receiver from the "smart" bed right by your head and that you will need a remote or smart phone to operate your bed. I personally never slept worse than with these Sleep Number beds. (By the way, we ended up getting a natural latex mattress from a competitor right down the road that is much better for us).
In conclusion, I would share this: The business model this company has puts profits over people. It's an old and tired way of doing business that is going to fall away. People appreciate and want to be treated like people by people not like a "number" by a near robot reading a corporate script.
I recommend thinking long and hard before purchasing anything from Sleep Number and especially the Encinitas store. read more
