I really wish I had found this site before purchasing with Sleep #. Hopefully you won’t make the same mistake. I had a couple positive testimonials from family members that eased my concerns pre-purchase. Things went south upon delivery.
They told me to expect 5 boxes. Five boxes shipped, and we received them all. Being impractical to open and sort out all the components before having the old bed out of the way, we removed the old bed, and cut our old 4 inch memory foam topper in half for our teen sons. Big mistake.
I assembled the rotomolded modular foundation. Mistake 2. I discovered they didn’t send me all the components, but by this time it was after hours weekend. I tried their online chat service since their telephone customer service was closed. The person basically told me to wait until I get the rest, and that I’ll get it when I get it! My local Sleep # store was still open so I called my salesman, who has skin in the game in the form of his commission check. He expressed concern that they would ship an incomplete product, and was able to tell me his system showed the missing parts on back-order status. He committed to sending an email to their leads department with hopes they could resolve the situation first thing Monday, and suggested I follow-up with a call to customer service Monday.
The customer service rep refused to give any indication as to when my missing parts would ship. I stated I could accept if they’re ready to ship and are awaiting UPS pickup, but otherwise I need to know a timeframe as to when they expect to have it ready to ship. The rep lied and told me it was ready to ship. I pressed for a timeframe for pickup if the parts were ready to ship considering my salesman’s system showed a backorder status. She dodged. I asked to speak to a supervisor. The rep put me on hold, and upon returning, told me the supervisor was too busy to speak with me, but authorized a $200 discount, and told the rep to send an email to their leads department to “expedite”. She told me leads requires 5-7 business days before they will respond, and that there are no guarantees of resolution after that. Since when is “wait a week” while we decide whether to assist you called “expedite” I asked for the supervisor again, and was refused. I told them to refund my purchase and come get the parts they shipped if a supervisor doesn’t get on the phone with me. The supervisor was just as indifferent, and only served to verify the rep had lied to me, and that the status was NOT ready to ship, and that they would give absolutely no indication as to when they might ship the remaining parts.
So it was off to a very long wait on hold for the returns department. The woman in the returns department indicated they have begun shipping incomplete beds as normal procedure, and it has blown up the returns department. I had paid part cash and part Sleep # financing through Synchrony Bank. Instead of simply refunding the financed portion directly to the financial institution, they insist on cutting a check to me to repay the financial institution…and prolonging the process. I have to wait for their home delivery department to schedule a pickup. Then once they’ve acquired the partial bed, they will cut two separate checks. First they will cut a check for the financed portion. Then they will wait and cut the check for my cash portion. The state recycling fee and UPS shipping are non-refundable. However, I pressed the fact they didn’t even deliver the complete bed, and the rep did a work-around to refund those in yet a third check. She told me I was getting a full refund, but the numbers didn’t add up. I had also purchased a “total encasement” protective pad/bag. They consider that bedding which home delivery can’t recover. I could either wait for them to send a return label, ship it, await their receipt, and then weeks after that for a 4th check, or I could take it to the store for a store credit. They do not refund cash for ANYTHING at stores! I pressed, and she told me the store could take the return and trigger a that 4th check a little faster.
So bottom line is I’m now without a bed, and out of funds to buy a bed for at least a month while Select Comfort company drags its feet on my return. I’m glad that this happened at this point though. If they don’t care about their customers before they have even fulfilled their order, how much worse would service had been once they had my money and I was beyond the refund period???!!! Now I have some time to do better research on this site before making a purchase.