Okay, I've had enough. I was going to post this in TIO, but for some reason I can't post... mods feel free to move if this is a bit too rant-y.
I cannot believe this. Anyone considering buying a Sleep Number Bed - yes, they are incredibly comfortable and way better than the crappy bed we were sleeping on before.
BUT THE COMPANY ITSELF SUCKS. BIG TIME.
You wanna know what happened? Here's what happened.
1. Bought bed. Bed is delivered exactly 2 weeks later. We PAID to have them come in and set it up themselves so we did not have to deal with the innards AND to take away our old mattress. They did so. Everything looked fine.
2. I go to sleep that evening. 2 hours later, I'm sitting on the box under the bed. The air chamber beneath me is completely deflated. My husband's side is 50% down. We take the bed apart to try to figure out the problem. At 3 AM we still can't figure it out. Since this is our ONLY BED, we get to sleep the night on our couch/futon, which is definitely not big enough for two people.
3. Go down to the store where we bought it in the morning. They say it is a "customer service" problem so I will have to call the customer service line. I say, and exactly how long is it going to take them to fix our bed, while BOTH OF US ARE SLEEPING ON THE COUCH?
4. Guy from store comes to house. By this point we've confirmed that both the air chamber on my side AND the air pump are faulty. Guy replaces air pump with a used one from the store, which fixes hubby's side of the bed. Tells me he has no air chambers so I will have to call customer service.
5. I call customer service. It's closed. Hubby spends another night on the couch while I sleep on his side.
6. I call customer service the next morning. It is busy for about an hour, so I have to keep calling repeatedly before I even get in a queue, which lasts 20 minutes or more. They say they will send out a new air chamber and pump and "expedite" it. No indication of how long "expediting" takes. I request they refund the money I specifically paid for in-home setup, since clearly they did NOT deliver. They agree to refund half.
7. Two days later the air chamber (only) arrives. Now we have a working bed! Here I should mention that because of prior lawsuits over mold contamination, all products are now soaked in anti-fungals, which take days to air out and make me want to puke. I live in a two-room apartment and there is no way to get rid of it. I light candles, spray smelly stuff, turn fan on full blast, etc. Wash sheets and bedding repeatedly.
8. Five days later, bed smell has MOSTLY abated. I receive a return label in the mail. There is no indication of what I am supposed to return. Just the faulty air chamber? Do I wait until the pump arrives and send the old one back in the same box? I call customer service.
9. I am told that no pump was ever sent. The customer service rep tells me the note on my file says I was "Offered troubleshooting help and refused. No pump will be sent." WTF? Seriously, WTF? Up until now I have remained reasonably pleasant. But here I get pissed off. I am passed to a supervisor, who agrees to send me a pump and explains the label situation.
IN ALL CASES, THE GOAL OF THE CUSTOMER SERVICE PERSON IS TO GET ME OFF THE LINE ASAP. Answers are short, they don't ask if you need anything else, they just do the minimum of what you demand and hang up.
Oh, and I should also mention, this whole bed fiasco is completely separate from the special mattress cover we bought from them. It unraveled around the elastic edges in less than a week. They took it at the store and ordered me a new one, which has not arrived after a week and a half. I will be looking into that as well.
My advice: If you want one of these beds - and they are wonderful - buy it used. Or MAKE SURE YOU HAVE ANOTHER BED TO SLEEP IN FOR A MONTH. Otherwise you're screwed.
I cannot believe this. Anyone considering buying a Sleep Number Bed - yes, they are incredibly comfortable and way better than the crappy bed we were sleeping on before.
BUT THE COMPANY ITSELF SUCKS. BIG TIME.
You wanna know what happened? Here's what happened.
1. Bought bed. Bed is delivered exactly 2 weeks later. We PAID to have them come in and set it up themselves so we did not have to deal with the innards AND to take away our old mattress. They did so. Everything looked fine.
2. I go to sleep that evening. 2 hours later, I'm sitting on the box under the bed. The air chamber beneath me is completely deflated. My husband's side is 50% down. We take the bed apart to try to figure out the problem. At 3 AM we still can't figure it out. Since this is our ONLY BED, we get to sleep the night on our couch/futon, which is definitely not big enough for two people.
3. Go down to the store where we bought it in the morning. They say it is a "customer service" problem so I will have to call the customer service line. I say, and exactly how long is it going to take them to fix our bed, while BOTH OF US ARE SLEEPING ON THE COUCH?
4. Guy from store comes to house. By this point we've confirmed that both the air chamber on my side AND the air pump are faulty. Guy replaces air pump with a used one from the store, which fixes hubby's side of the bed. Tells me he has no air chambers so I will have to call customer service.
5. I call customer service. It's closed. Hubby spends another night on the couch while I sleep on his side.
6. I call customer service the next morning. It is busy for about an hour, so I have to keep calling repeatedly before I even get in a queue, which lasts 20 minutes or more. They say they will send out a new air chamber and pump and "expedite" it. No indication of how long "expediting" takes. I request they refund the money I specifically paid for in-home setup, since clearly they did NOT deliver. They agree to refund half.
7. Two days later the air chamber (only) arrives. Now we have a working bed! Here I should mention that because of prior lawsuits over mold contamination, all products are now soaked in anti-fungals, which take days to air out and make me want to puke. I live in a two-room apartment and there is no way to get rid of it. I light candles, spray smelly stuff, turn fan on full blast, etc. Wash sheets and bedding repeatedly.
8. Five days later, bed smell has MOSTLY abated. I receive a return label in the mail. There is no indication of what I am supposed to return. Just the faulty air chamber? Do I wait until the pump arrives and send the old one back in the same box? I call customer service.
9. I am told that no pump was ever sent. The customer service rep tells me the note on my file says I was "Offered troubleshooting help and refused. No pump will be sent." WTF? Seriously, WTF? Up until now I have remained reasonably pleasant. But here I get pissed off. I am passed to a supervisor, who agrees to send me a pump and explains the label situation.
IN ALL CASES, THE GOAL OF THE CUSTOMER SERVICE PERSON IS TO GET ME OFF THE LINE ASAP. Answers are short, they don't ask if you need anything else, they just do the minimum of what you demand and hang up.
Oh, and I should also mention, this whole bed fiasco is completely separate from the special mattress cover we bought from them. It unraveled around the elastic edges in less than a week. They took it at the store and ordered me a new one, which has not arrived after a week and a half. I will be looking into that as well.
My advice: If you want one of these beds - and they are wonderful - buy it used. Or MAKE SURE YOU HAVE ANOTHER BED TO SLEEP IN FOR A MONTH. Otherwise you're screwed.
When the salesman came to our house to replace the pump he was like "Wow I expected to come out here and find you guys just didn't set it up right, because usually people just can't figure out how to pop the valves together. But this is actually broken." Hmm, you think?