This is a review on the customer service for Sleep number.
NOT OF THE BED, (which is amazing) and NOT OF THE STORE, (which was also a good experience).
If you ever need customer service to help you set up up or breakdown when you move....it will be a damn miracle if they get it right on the first call.
$500+ dollars later, 5 calls to customer service and my bed is STILL awaiting to be completely broken down (like when you buy it) to be packed up into a shipping container to move out of state.
1. They charged me before even offering me a date available to schedule. Apparently they can't see details of an appointment without your payment first......call ended and my card showed I was charged three times......... 1 x set up at new home, 2 x for the breakdown at old home.
2. Received confirmation email but the address was wrong. It showed new address we are moving to rather than coming to the address we are moving out of.
Call #2,asking to update the address. All info on phone read back to me was correct. No confirmation email received, still just hoping for the best outcome.
3. The day came for my appointment#1 and no one showed, we waited all day until 530pm.
Call #3, I was told the appointment wasn't even set up, I wasn't even on for that day but it showed my appointment at the new house for setting up was canceled. So we set it up breakdowm at old address again for the next week... and a new appointment for set up at new address. All info confirmed on the phone again, all correct. I was charged again (payment #4.) for the appointment, this time reassured that the previous charges be refunded. When I asked if I could just get the 2 payments applied to the services I need and the extra charge refunded... they said it doesn't work that way....ok?
3. The date of the 2nd appointment came, service people called to conf they'd be at my home in 15 mins......looking outside and waiting 30 mins later......turns out they were sent to the new address that we are moving to.... not the old address where we are currwntly at where the bed is located (moving from).
4. Call #4 to customer service AGAIN!!, and set up yet another appointment #3 begging, pleading and praying it turns out right this time. Told that this time it will be at no charge previous paymenst will be applied......
From the last call, didn't they tell me they don't apply fees that way?
From the last calls, didn't I just pay 4 times.....so should get a refund because I need 2 services..... and paid 4 times.....
And no I don't act like a Karen on the phone, I have over 16 years customer service background and am very understanding and patient when I interact with other customer services people.
THEY FINALLY SHOW UP TO THE CORRECT ADDRESS, i told them I need a complete breakdown (let the air out, help me fold the dang matress and everything just like the way it came when we first bought it.) Guy said no problem we can do that.. I'm 6 months pregnant and cannot do much heavy lifting nor want to worry about folding it all up myself... hence we hire the guys......so they're here, the guys to to the bedroom to break it down while I tend to my littles. They're here less than 10 mins, yell from the door they're done and out the door they go while I'm in the middle of a diaper change. Finish up w the kid, go up and... yes they brown it down- removed the bed part off the stand part and put it up against the wall..... NO! I WANTED THE AIR OUT AND ALL THE MATRESS COMPONENTS SEPERATED, like the way it came when we first purchased it. They're long gone.... and I'm left to figure this all out on my own.
The only positive experience out of this are the guys who showed up at our new address (in a new state). They set it up, made sure everything was all good before they left. read more