Store staff was very helpful and our initial feelings about the product were good. Then the delivery: they had a 10:00-12:00am delivery window, showed up at 6:30pm without so much as a call (they said truck broke down, but that doesn't explain why someone couldn't call). Installation was a whirlwind of activity because the delivery people were clearly ready to go home and didn't finish setup of the system for access from smartphone. A few months later the function to raise the head of each side quit working completely. Hours on the telephone with technical support having us reset the remote, reset the bed, unplug, repeat didn't help. They said they would send a technician. Took a week and 1/2 to get a call from a technician (apparently Sleep Number farms out their repairs to independent contractors). Technician refused to come to our town unless he had multiple jobs booked. Four weeks later he finally showed up and went through the same reset process we had tried weeks ago and for some reason it worked for him. Then two weeks later the left side of the bed (we have split king) would no longer stay inflated properly. Back to technical support who tried but couldn't do much because they were "locked out of their computer system". They had us disconnect the pump to see if there is a leak in the mattress or if the pump isn't working properly.
Basically when it is working they have a good product, but their customer support approach is to try to walk clients through troubleshooting (more than just basic), make you call back because their computers aren't working, and hoping you will just give up and go away. As with any purchase a problem or two can be tolerated, but multiple missteps and their after-the-sale customer support continues to disappoint. You would expect better when you purchase a $7,000+ bed. read more