Sleep Number

Went in to look at pillows, have to say the staff there (especially Michelle) were very helpful and knowledgeable. Michelle never tried to up-​sale me or have my look at anything that I was not interested in. I will definitely be back to this store when it is time to get a new bed.

To start off this review is for the sleep number company and not the store specifically. The staff is really nice and try’s to help but their customer service and company as a whole is no where near as professional or helpful. They have a 60 day «refund policy» but end up charging you so many fees that by the time u get your refund back, you’re out $ 600 dollars. Oh and to top it all off, expect to be on hold with their customer service for at least an hour. Worst experience, ever!

I bought the I8 split king with adjustable base on 12/​24/​2015 and received it on 1÷13÷2016. The bed arrived much more quickly than I was led to believe. Delivery and installation was smooth and on time as promised.
I paid a little under $ 10,000 using a 36 month no-​interest payment plan. I asked if I could receive a discount if I just paid up front without the plan and was told no, the price is the same regardless of payment method. I feel it’s way overpriced for what it is (lots of inexpensive foam, an air mattress, and a fancy package), but I was desperate for a solution due to several years of back pain. Based on early impressions I am optimistic about my back.
I was told the bed had a 25-​year warranty, but after asking a few questions, I learned it’s really a 2-​year warranty. The 23 years of prorated warranty are just a useless gimmick in my opinion.
I was told they had a 100 day trial period during which I could return the bed (for a restocking fee of $ 200) or switch to a different model for no charge. After asking a few more questions, I learned they would NOT take back the adjustable base (which was over half the total cost). My interpretation of this was that there are no refunds on anything if you get the full package (what’s the point of returning the mattress if you can’t return the base?).
Overall, I think the sales approach is misleading. You need to know what to ask because if you take their word for face value, you would be wrong in your understanding.
The delivery guys called to give me a 15-​minute notice which was nice. They were polite and knowledgable, but I wish they were a little more attentive to cleanliness. They used their shoes in my bedroom, and they did not use «white gloves» which I would have appreciated.
The salesperson assured me there would be no smell, which I knew could not be true. Reading the booklet, I learned the foam padding in the topper was to be left open to enlarge and de-​fume for 4 hours, but the installers put the bed all together immediately. So I unzipped the top cover and let the foam air out for the rest of the day. The chemical fumes were what I would call unbearably CHOKING. They instantly gave me a headache and sore throat being in the room for a few minutes. To be fair I am the «sensitive type» but my wife is the «normal type» and was uncomfortable in the room. I would have preferred a more natural or «organic» material, or at least something that wasn’t so noxious.
I think the foam needs to air out for several days before use. But this is very inconvenient. I have the windows open and the fans on and we decided to sleep downstairs on the couch to avoid the fumes for at least 1 night, and we’ll decide later on the 2^nd night, etc…
Other than setting up delivery, I have not had to deal with customer service, so have no comment on their quality of service.

Like most reviews, I’ll start by saying the staff at the store are very nice. However, the company does very little to provide quality in addition to what the 2 people at the store presented. I don’t even have the interest to go into the MANY details as to how Sleep Number has provided poor customer service. I will say that it started in August when we were told they were updating their computer system. That has been a fall back excuse for them ever since on about ½ the problems we’ve experienced. Both my wife and I have not ever felt so dissatisfied to go to the trouble to post a horrible review. But Sleep Number deserves it and you deserve better. It is unfortunate because the product is good, and the sales staff deserves better support. And the price is at a level where they should absolutely be able to afford having systems in place for everyone you come into contact with to be able to help in a timely and professional manner. But every time there is some reason why the person you’ve reached doesn’t have access to something to help. Unbelievable. I will say this in closing, we were told to try the split California king and that if we didn’t like it to just exchange it with a phone call. We don’t like the split. Getting it exchanged has been ridiculous. The technician/​delivery team was scheduled in a 4 hour window. Never showed, never called. Neither did anyone else. So we called. And were told that they showed up at the warehouse and the bed wasn’t there, so they didn’t come!!! You make beds. There wasn’t a bed in the warehouse??? Someone needs to do an OVERHAUL on the operations of this place. And as many times as we had to call through the course of this process– the current CEO, Shelly Ibach, needs to take her voice message of an apology OFF their phone service — I’ve heard it now so many times I want to scream. Very disappointed and our family has several of their beds — no referrals coming from us. I wish I knew somewhere to refer their kind and helpful sales staff to go for a job at a quality company. So now here we are waiting again for them to arrive to exchange this bed… ugh. And it’s taking so long, the local store actually warned me that if the mattress pad is more than 30 days old we can’t exchange it for one that will fit our replacement mattress. I need to stop now and go find someone to compliment. This is depressing.

While the store staff was very nice and helpful, buyer-​beware that the customer service disappears if you (goodness forbid) decide the bed isn’t right for you. We bought the bed in August and after a month of continuous back pain and headaches, decided to return it (they offered 100 nights guarantee). The customer service staff fought with me NOT to take it back but I finally convinced them I didn’t want it. It took over a month to schedule the pick up including one scheduled day when they just didn’t show up and then blamed the mistake on a computer upgrade. It took over an hour waiting on hold to schedule another pick up 2 weeks later. But finally they came and got the mattress on October 16. It’s mid December and we still haven’t received our refund of over $ 2500! They phone lines hang up on us because «the call center is too busy». The online chat is overwhelmed and puts me in line with 33 other people then just dumps me off the system. The email kicks back an auto response that due to high volume they will get back to me in a few days. This experience has been awful and frustrating. Stay away from this overpriced aero-​bed.

We just purchased an i8 adjustable bed, we love the bed! It’s wonderful, the staff, was great, very helpful and knowledgeable. The set up in our home was flawless, on time, excellent service and an explanation of everything!
Unfortunately, that night I was bitten by a bug, i got violently ill, I found the bug, killed it, saved it, went to urgent care and called my exterminator.
The exterminator said it was a blister beetle not found in this part of California. I called sleep number the next day, and asked where our bed came from, they said Utah. Hmmm… I’m not faulting them because things happen. When I called the manager for them to be aware of the situation so this would not happen to anyone else, he was very nice. Then a few days later the supervisor called to see how we liked the bed, my husband shared the story with him, suggesting that maybe the bug came with the packaging and asked if he would pay the dr bill for us. He bristled at the possibility that the bug could have come from the bed or packaging. He said, he would take no responsibility unless we could prove the bug came from their factory. Not even a could this possibly happen or I’m sorry this happened, all I was looking for was some acknowledgement that this could have happened or some goodwill!
On a side note I went to the new MEND urgent care and they were AMAZING! Hope you never need them but if you do, they are fantastic!
THANK YOU CHRIS FOR REACHING OUT! That is all I wanted!

This bed is wonderful and the service dept. couldn’t be better

Met some of the sales staff and was very pleased. Everyone seemed very knowledgeable and friendly. The furniture was very nice and it seemed like a good value. I would recommend the place.

The store was great and sales staff were professional and helpful. The product has a number of intrinsic design flaws. Post sale service was OK, but despite a number of interactions our problem with the bed are still not fixed. We have a hump in the middle of the bed that makes my wife feel like she is rolling off the bed, which then makes her tense her back all night. The bed is installed into a regular mattress frame, but not over the structural members that give the frame much of its stability. The bed itself, for some bizarre reason, is mounted on rollers, which means it slides in position on our hardwood floor, which makes its different positions problematic, as one side will get caught and one side won’t. The actual softness and hardness aspect works quite well, but I would never buy another one of these beds. Too irritating, and i spent too much on this one to be happy replacing it for a while.

My wife and I were in the market for a new mattress. She had been complaining of back pain and numbness while sleeping. I had read very good reviews about sleep number, so we decided to go to Sherman oaks location. We where met with the store manager, Ricky, where he helped us through the entire process.
I have to tell it’s not often you meet people with such care for customers. His product knowledge was superb.
Ricky took us through a complete analysis and his attention to detail was impeccable. We felt so comfortable with him and his service that we were delighted to spend thousands on a superior product.
(P6 with adjustable frame)
I highly recommend purchasing a sleep number, and if your close enough to Sherman Oaks, it would be worth your time going in and personally asking for Ricky.
Thank you Ricky, it was a delight to do business with you. I will keep referring my friends and family where ever you go.

Sales staff were professional and friendly. The product is good only if two people have different requirements for a bed. Otherwise I would never get a plastic air bed. I would give them a 3 star for the product. A two star for the manager who is defensive and not that knowledgeable. A 5 star for the sales staff.

My Fiancée & I purchased our I6 on a Tuesday evening ⁹⁄₂₄. We received it today ⁹⁄₂₇! Although we were told delivery would be two weeks — we r very happy it came sooner! I feel soooooooo comfortable in this bed !!! Glad we invested In this matters!
Shenia helped us out. She recommended some sheets for a problem my fiancée has been having — bingo ! He’s out! Covered up like a baby under a blanket — glad they worked for $ 200 sheets :) she was kind & professional. She also a semi annoyed customer very well that came in the shore while we were figuring out what to get.
Thank you for helping us out Shenia.

Great sales staff here… I would give it a higher rating were it just on friendliness and knowledge of sales staff alone, but the the primary product that they sell is just not great in my opinion.
We were pretty sold on getting one of their top of the line beds so we ran the financing to see how we would possibly like to crunch the numbers. We ended up not wanting to go through with the bed — on repeated visits is started feeling too much like an air mattress for us. Unfortunately, they still mailed us a new credit card which we never approved them to sign us up for — FAIL. They have nice pillows though and the staff was great.