The bed is fantastic, but the customer service at the Galleria store has a LOT to be desired. My wife and I bought the bed from a new hire, who for the most part, did his job. It was his announcement of taking a heavy shit in the bathroom that left us a bit disconcerted.
However, the complaint isn't about this guy, but rather Scott Gray, who has to be the rudest jerk I've ever dealt with in a customer service scenario. The $100 pillow I had purchased wasn't working out, and I was told on my initial purchase that I had 30 days to exchange.
Upon entering the store, I sat down at the desk and proceeded to tell Mr Gray about my pillow. He abruptly told me to elaborate, in a rude manner, since apparently I didn't know how to describe my pillow problems.
He then brought me over to the same bed model I had purchased, and gave me a new pillow to try. As I was trying it, he told me that I have to get it right, because there was no other exchange available. I guess he thought I was some sort of moron. I accepted the terms and went back to the desk to exchange my pillow.
Since I had a king size pillow, he then told me it would have to be ordered, which was fine. He starts to do a bunch of paperwork, complaining to me that there is a new protocol, and he still hasn't gotten the grasp of the new itineraries. Figured since he was the manager, he'd know the protocols inside and out. I sat silent for about ten minutes as he did the work, then he tells me that I will owe an extra thirty dollars for the new pillow.
This is where I stopped cold. I wanted to exchange the pillow I had for a softer one of the same kind, but apparently Sleep Number doesn't make a softer pillow of the type I bought. I told him that it was ridiculous to purchase a higher priced pillow especially if I didn't have the opportunity to exchange it, and he states rudely that the pillow I want doesn't exist. Instead of making it work for me, he basically just told me to go F myself. I figured I'd be better off buying a twenty dollar pillow from Target and not dealing with this cretin. I didn't even get the chance to just return the pillow and get my money back.
I wish he had told me before any paperwork or testing that the pillow I wanted isn't in existence, and let me make an educated decision. He's rude, abrupt, and honestly, I will make my purchases online instead of at the store.
Do yourself a favor and buy the bed from a different store. These employees are worse than car salesmen. read more