Complaint Review: Sleep Number -

This specific situation took place at the Sleep Number store in St Augustine, FL:

My wife and I purchased a king-sized split with adjustable base on July 5th.  While in the store we explained to our salesperson that we had purchased a bed about 5 years ago that was non-refundable and did not want to end up in that position ever again.

We tried numerous beds and settled on the P5.  The salesperson talked us into the adjustable split base telling us that we might really wish we had that when we are older.  So...we figured it would be worth trying out since it was a 100-day trial. What the salesperson FAILED to tell us is that the bases are non-returnable, non-refundable, sales final items!!!

After 4 hours in the store we just wanted to get done and get out.  We checked out and neither my wife nor I had our glasses on to be able to see the receipt or read the details.  The three people in the store, including the manager, knew that.  They had my wife initial a form that neither of us could read and not one of them bothered to mention that we were signing in agreement of the non-returnable base.  They knew full well we did not want anything to do with a situation that would not allow us to return everything.

I have to be fair and very clear...my wife did initial the form stating the details of the non-returnable base, but again, the store manager and salesperson both knew neither of us could read it and didn't bother to explain this very important detail to us. This is something that should be explained to the customer, not a detail that you initial agreeing to upon checking out. 

Yes...we are to blame for not driving home (30 minutes away) to get our glasses, no doubt about that. However; you would think that the company would care about the customer and disclose everything up front.

Even after going as high as I possibly could with the corporate office, not one single person cared about the situation or how the store personnel handled it.  The only thing they would continue to repeat, all the way up to the CEO's level, is that my wife initialed the form and there's nothing they can do.  AND WE'VE ONLY HAD THE BED FOR A WEEK!!!

It was actually at the CEO’s level where I was treated the worst.  Very rude and the person didn’t care at all about the situation.  All he cared about is the fact that he had the initialed form and that’s the end of it…we’re stuck.

Keep in mind, these bases are not special-order items, not specifically designed to our specifications, etc…they can easily sell them again; they’re only a week old.  It’s a ridiculous policy.

If you are desperate enough to want a Sleep Number bed, please do yourself a favor and know that the store personnel WILL be deceptive.  They are like a drug cartel and all they care about is the final sale, not how you get there.  Very unprofessional...from the store level all the way up to the CEO level.

Buyer Beware and Be Very Careful About What You Sign With Them!!!

Yes, we are at fault for not reading first…I can’t say that enough.  It would be nice if Sleep Number could admit their deception and extremely unprofessional sales tactics, along with the lack of concern for the customer from the corporate level.

It’s like dealing with a used car dealership…the minute you drive off the lot, the product is your problem, not theirs.  Very sad.

Here’s an excerpt from an online chat showing just how concerned they really are:

Maria: I am not sure what else I can do for you, but I assure you that your concerns are heard. I am sorry that you had this experience, Roger.

Me: As I have found today, my concerns mean nothing to your company. Everyone I have spoken to has made that clear or they would remedy the situation.

Maria: If you or your wife did not read the terms and conditions, glasses on or not, there is not much that we can do. I am sorry about that. You have spoken to the highest available person in the chain of command. You are welcome to leave reviews. But if there is nothing else that I can do for you, aside from set up another callback, I will have to end the chat.