Anonymous
map-marker Hampstead, North Carolina

A WAY OVERPRICED AIR MATRESS

This an over priced rip off. We bit the bullet and bought the product 5 years ago. With growing dissatisfaction ever since. First the connectors on the plastic cube platform broke and came apart, This replacement was covered under warranty, but the local store charged a $85.00home service fee. When they broke again I chose to hold together with duct tape as warranty had expired. In time the air pump developed periodic a popping air escape that went on all night. That plus a slow leak in one side left one side way under inflated daily and had to be reinflated each night. Eventually the mattress internal construction came apart and produced a mid body huge hump while head and feet remained slightly under inflated.. One by one the control numbers went out, so no sleep number was visable. The cheap foam mattress top cover started to shred and decompose as did the side foam blocks. When the local Wilmington, NC store was contacted their continued response was an $85.00 home diagnostic fee! This bed went to the dump yesterday - A very expensive lesson. USA made is not always better. Sleep number seems to spend on saturation advertising not on product quality. This mattress would last 10 years only rarely used in a guest room.
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
Guest

SLEEP NUMBER BED

Anonymous
map-marker Summerville, South Carolina

Non-delivery

We bought split king ,spent over $9000.00 {They have our money},on 12/10/15 told to expect delivery, Tuesday 22nd Dec. We gave our old bed to Homeless Shelter . Monday evening after 5 we get a call delivery will be January 8th. We explode! about an hour or so later we get a call delivery will be Tuesday. We wait in all day, NO DELIVERY.What is up with these people, they have our money, they advertise like crazy. This is a worry going forward as to reliability and honesty!I hope we didn't make a mistake. Anyone reading this beware!!!!.
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Cons:
  • Customer service re delivery
Reason of review:
Poor customer service
Anonymous
map-marker Windsor, California

Awful customer service

I ordered a new control for my sleep number on Oct 19, 2015. It is now Nov 10. They charged my visa card for it, it still hasn't been shipped they now tell me it's on back order and don't know when it will be shipped. This is after three calls on hold for over 20 min. each time.I tried the chat line and I was told I couldn't type fast enough "try the phone" the person said he was only allowed 3 min. per customer. They claim it's because of a change over on their computer system. I shouldn't have been charged before they knew if it was available. They know they have a problem and can't seem to figure out what to do about it. I guess customer satifaction isn't really important to them or they would have figured it out by now. I still don't have use of my bed. I will never purchase a sleep number bed again.
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Reason of review:
Order processing issue
Anonymous
map-marker Miami, Florida

Lack of support

We are an elderly couple who 10 years ago bought a bed for almost $8000.00. We bought it for its comfort and adjustability. We have replaced several components such as the remotes. However, now one side of the bed loses all its air during the night creating a big hole in the middle of the mattress making it impossible to sleep on it comfortably. We are too old to be pulling the bed out and bending down there to check the different components and worst yet, the company has no technicians that can come out to check out the problem and replace the needed parts.
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Loss:
$8000
Reason of review:
Poor customer service

Preferred solution: Send a technician to determine what is causing the loss of air on one side and replace the parts necessary.

Anonymous
map-marker Houston, Texas

Dissatisifed with Bed

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We have received the bed, set it up, first night we woke up extremely hot! Second night, extremely hot again and my wife and I both felt like we are rolling off the bed, I keep mine at the highest setting so the sides of the bed are lower. We purchased the Split California King. We have had the bed 5 nights and every night too hot or wake up almost rolling off. Called to return it and they want to charge a 45% restocking fee for returning it before 45 nights. Wow that is a company that doesn't care about its customers! I will not recommend this company. I have purchased many beds through my life and never had this before. Very dissatisfied.
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Pros:
  • Order process
Cons:
  • Product the return process and customer service
Reason of review:
Poor customer service
Anonymous
map-marker Lacey, Washington

Select Comfort: pain; average to poor durability

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Had our Select Comfort several years now; shocked it's been so long. Too patient? Complacent? ***? In more pain the whole time we've been using it. We'd had a foam mattress last close to its 20-yr. warranty period, though, so were possibly fooled because of that. Bought a Sears "Best" grade, in about 1980, firm foam mattress, for a large price, over $1000, which actually came close to making its 20 years warranty lifespan--over 17+ years, and only had minor divots in the top. Should have kept it, but had a long-distance move, and got rid of large heavy items rather than haul them. Then bought what was supposed to be a 'best' grade firm innerspring mattress from local Phyl's Furniture, about 1999, after sleeping on a floor 'pallet' for over a year. That developed broken springs after only about 5 years, despite 20-year warranty; no way I was going to waste time/money going back to that store; it, too, was hugely over-priced, at well-over$1000. Being deceived and over-charged, just really peeves. Had never experienced broken bed-springs, in several decades of life; even ones used at several school dormitories were far better. The adjective 'quality', used for modern materials, has been a lie for at least a few decades; let that be a strong clue! Had thought hard about an air mattress [had only ever heard of Select Comfort] for YEARS, thinking 'at least no springs to break down, therefore should be more durable', and, 'we can replace parts--that should be helpful to get mattress to actually last 20 years', and, it should be far easier to move'. It never occurred to us that one replacement part could cost almost the price of a good foam mattress-in-a-box, not even counting shipping! We were shocked at the initial high prices of Select Comfort, but figured it was supposed to help reduce back pain--that was highest consideration. Salesman avoided divulging parts prices when asked--that should have been a warning bell. Shipping prices were also not divulged when asked, nor did he mention how many shipping fees anyone might likely have, dealing with this company.. We did reduce the initial cost by getting a Temperpedic memory foam topper at Costco, instead of Select Comfort [saved a couple hundred dollars that way], to put on the more basic model queen, dual chamber w/single controller unit we chose, for close to $3000. We also used our linens and pillows, not theirs--huge savings! We have a platform bed frame [a huge savings, not buying their underpinnings]; salesman assured this was great base for the mattress. It's really hard to tell how it will be, in a brief try at a store, for ANY mattress; in-store mattress trials are artificial indicators...that's largely the unspoken reason why SC makes people use them at home at least 30 days. Since we lived in a rural area, we figured this unit would NOT likely be serviceable by the company [correct]. We're pretty much DIY people, so this didn't seem to be an issue. Took boxed unit home and assembled. Got rid of junkie Phyl's mattress. Select Comfort's 30-day minimum home trial came and went. I did call and talk w/store, re: pain, but was blown off with verbiage about how 'it takes time to get used to it'...we both grew up being told one had to 'break-in shoes', too...only took around 30 years to figure that's a lie. Kept trying various numbers: #100 was deficient on one side; it always seemed to sag. Setting claims 100, but looks like maybe 2/3 of that. Spouse unable to tolerate setting under #100, and wishing it went up to #150. That side keeps losing air, and seems tilted, too. Company told us nothing was wrong; likely how components just needed to settle-in. Wait-and-see. We tried switching sides, as I could use lower setting. Not helping. And center foam support forms a literal divide. Pain increased over time for both of us; it was hard to tell if it was mattress, or work, causing pain. Tried numerous types of pillows or no pillows--no real help. Unable to pin-down cause of pain until much later: after traveling, realized how much less pain there was, even sleeping on a yoga matt on the floor in a sleeping bag, or other mattresses. A couple Select Comfort salesmen at 2 different stores, have said renditions of: "no one can expect a mattress to last its 20 year warranty; warranties only exist to help get a prorated replacement cost". ExCUSE me?!? THAT was the.last.straw. WHY would I want to pay so much, even prorated, for another, or even parts of, of the same?!? This smacks of an industry hook to keep suckers coming, lulled into false sense of getting a good product because--hey--price indicates quality?!? 1. There is NO excuse to charge rapacious prices for foam and plastic, by ANY company, for Any product. 2. Time is too precious to waste on poor customer service. 3. I have little to no patience for greed, lies and deception; that's largely what's gotten the entire economy into the poor condition it's in. 4. SERIOUSLY considering making our own mattress, next. For the price of the Select Comfort mattress: ==We expected Select Comfort to last longer without needing parts. ==We expected pain relief, not exacerbation. ==We expected parts to be far less expensive. ==We expected Customer Service to actually be that. That was foolish, and won't be repeated.
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Cons:
  • Increased pain
  • Poor customer service
  • Very high-cost mattress
Reason of review:
Bad quality

Preferred solution: Stop deceptive marketing; Markedly lower prices; Better customer service.

Anonymous
map-marker Tipton, Missouri

Select Comfort Nightmare

My mattress is coming apart along the side seam and the bottom lining letting out fumes of the foam and whatever is inside the mattress. Before I noticed it my husband was getting a runny nose every night. 2 weeks ago we switched sides of the bed. He is doing better. I wake up with a headache, blood shot eyes and shortness of breath. I had to have my first allergy shot ever Saturday. Last two mornings I am blowing blood out of my nose. I noticed a strong odor last night and searching for the source I found that opening and that is where the smell is coming from. It is right at the side near my head. I wrapped the foam with a plastic bag and zipped it up but can still smell it lightly. I called to see what the bottom half of the mattress cover would cost me. My Mattress was purchased in 2004 The charge for replacing the bottom part of the mattress cover is $602.00 I don't need to replace the pillow top part it. It is zipped on just the bottom half of the mattress cover. I am angry and feel I over paid for a disposable Mattress. This is the second time I have had a problem with it first was the mold on the air chambers. They were replaced free of charge but I would bet the mold from the first problem is in the foam that remained. The bottom of the mattress isnt much thicker than a wet wipe to begin with. This bed has never left this room it has not been moved around no reason for it to come apart like it did just poor quality. I cant prove my NEW health problems are caused from this mattress but I can say I will never purchase another. 20 year warranty is a joke. I will pay for a disposable mattress and replace as needed never to be disappointed again.
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Reason of review:
Bad quality
Enis Gqd
map-marker Herndon, Virginia

Hurried Delivery people wanted a tip; kept metal frame that was supposed to come with bed

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People in store make promises about delivery services. What we got were two subcontractor guys who spent like 25 minutes putting up the bed, were in a BIG hurry, and kept hitting my husband up for a tip!!! The bed was supposed to come with a metal frame -- which disappeared as soon as someone realized they could use our existing wooden frame. Now 7 years later, the wooden frame is broken... the metal frame? Well, I'd use it if I had it. BEWARE of the delivery services. It seems that they'll represent it one way in the store, but the delivery people are not employees - they are subcontractors -- and seem to have a truck full of scheduled deliveries to make. My husband complained for months he thought they did not put it together properly. He took it apart and put back together himself... I do love the mattress. Having said that, if I had known about some of these hassles, I would definitely have watched the delivery people more... I wish I had the iron bed frame. HOWEVER in our area we see lots of subcontractors and delivery people who aren't getting paid very much who have to make who knows how many deliveries a day...
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Loss:
$300
Pros:
  • Bed
Cons:
  • Not getting promised bed frame
Reason of review:
Problem with delivery

Preferred solution: Let the company propose a solution

Anonymous
map-marker Manchester, New Hampshire

I LOVE my Select Comfort bed!

I have owned my Kimg size Select Comfort bed now for over 10 years and I love it just as much as I did the first night!! For 15 years prior I had been unable to sleep on my left side. My shoulder and arm would go numb and tingle with pain, my hip ached like crazy. After going through many traditional mattresses I finally made the choice to get the Select Comfort bed. The first night I went to sleep laying on my left side I slept without waking and in the am I woke up and I was still laying on my left side! 15 years of pain and inability to sleep on me left side, I was amazed! I am still able after 10 years to sleep on both sides and with minimal waking. If you are having trouble with your bed...learn how to use it. Everytime my body aches I can change the firmness of my bed and it's like having a new bed everytime! BUY IT, don't listen to the bad reviews! TRIST ME!
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Reason of review:
Reliable warranty
Anonymous
map-marker Doylestown, Pennsylvania

Review from Doylestown, Pennsylvania

Select Comfort - Review from Doylestown, Pennsylvania
Biggest pile of excrement I ever bought. I paid $2300 for this sleep number turd. I still haven't figured out a number cause it changes every time you change positions. I called three times while under warranty and was told "that is normal, you'll get used to it." They staved me off long enough to let the warranty expire. The mattress had a huge collapse at the head region and after taking it apart, the cheap *** hollow plastic that is supposed to be the frame is collapsed. I guess if you are over 25 lbs, you can't use this *** product. I'm considering suing these people.
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1 comment
Guest

Hi anonymous, my name is Alan and I work for Sleep Number. I'm so sorry for the trouble you've had with the base for your bed and I want you to know I can help.

Simply send me an email at CustomerService@***.com, put "Attn: Social Media" in the subject line so it can be routed directly to me and include your name and the address we shipped your bed to and I can get to work on this for you right away. I look forward to talking with you soon!

Anonymous

Select Comfort beds stink--literallt

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After 3 weeks of taking the whole bed apart every morning and vacuuming it,putting baby power on it and putting parts of it out in the sun, and then putting it back together so we could sleep on it, we returned it. The chemical smell was overwhelming. I am a cancer patient and make a point of living a healthy lifestyle. The chemicals in it will make you sick. It cost us about $350.00 for the delivery charge, boxes and return shipping but getting the stinking thing out of our house was worth it. If I wanted them to pick it up it would have been 6 weeks. The warranty is a joke. By the time you get through all the pro rated reductions you wouldn't get anything back. Their high pressure salespeople are only interested in selling you the most expensive models not what you need. The salesman in Oak Brook Terrace Illinois even lied when I asked him if there was a hotel where we could try them. He told us there wasn't. Radisson hotels have them. The guy who delivered it said it would outgas in an hour. That was the biggest lie of all. It would never outgas. Your bedroom will smell like a tire store and a foam rubber factory.
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Cons:
  • Chemical smell in mattress
Reason of review:
Bad quality
Anonymous
map-marker Perris, California

Mattress Review

The worst bed I have ever purchased, I can't believe I spent that much money on an air mattress with foam laying on the top of it, and then the foam develop mold. After a couple years the airbag will start leaking it will sag in the middle and you end up with a complete piece of junk that's hard to throw away. I purchased a tempurpedic mattress and everything has been wonderful ever since
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Reason of review:
Bad quality
Resolved
Exzavier Lyg

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Verified Reviewer

Resolved: Select Comfort - Disappointing Customer Service at Corporate Level

Company allows customer to return mattress within 100 days of purchase for any reason, for full refund. (Mattress only; not base) Delivery division of company picks up for $199.99 which is subtracted from amount of refund check. Base is not refundable; only mattress. Fine, so far. When scheduling pickup time, customer service refused to take away base. It needs to be removed with the mattress along with all her furniture from the room at a memory care facility my mother vacated (9/2014) when she moved to a long term skilled care facility. (she required a higher quality of care). Company claims "legalities" prohibit them from removing base, even to move it to memory care's dumpster. We have no need for base & need it disposed of. Since we will have to pay a moving company minimum $200.00 to move base from room to dumpster. We asked company to waive their $199.99 pick up fee. We asked them to waive half the $199.99. They refuse to negotiate even under extenuating circumstances.
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Loss:
$650
Reason of review:
Company allows customer to return mattress within 100 days of purchase for any reason, for full refund. (Mattress only; not base) Delivery division of company picks up for $199.99 which is subtracted from amount of refund check. Base is not refundable

Preferred solution: $650.00 reimbursement for costs and time involving third party

Anonymous
map-marker Atlanta, Georgia

Select Comfort/Sleep Number Bed Co Customer Service really delivered

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I posted a notice a year ago about a mold problem and related health issues from a discovered black mold on my select comfort bed inflation chamber (bladder) and form cushion top. I cleaned, mold remediated and heard nothing from the company so I was ....well...'pissed' and posted a negative/concerned review. But it seems I jumped gun.... Select Comfort responded, apologized and the MADE IT RIGHT! Then I dropped the ball when I should have followed up and eaten crow, I was remiss in not following up on my initial negative post. The company did call back and was QUITE helpful. They admitted it was a problem in the older beds and the new bladders and tops are treated with a kind of anti-microbial and fungi coating. they replaced the bladder and the cover, only the pump and foam side rails remain of the old bed! No recurrence of the problem either. And this on a bed within days of the end of its ten year warranty. So, I eat crow, make a living amends, admit I misjudged and change my vote from a decided thumbs-down to a definite Thumbs-UP!! for the Select Comfort, Sleep Number Bed people.
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Pros:
  • Bed
Reason of review:
Good customer service
Darcelle Mmz

Dishonest Company - Defective Bed !!!

You always see those commercials saying how wonderful the sleep number bed is. They advertise how one size fits all and that it eliminates back pain. When you are almost $4000 into a bed and it is causing back pain immediately after purchase, it is no small concern. This order was placed over the phone and setup by select comfort home deliver service. I called select comfort multiple times complaining of the discomfort and they told me it was a defective pump. What?? A $4000 bed is brand new and already defective???? They offered to replace the pump, but after 2 weeks of poor sleep, I was not falling for that trap. I was still within the 60 night trial period and requested to return the bed. This is where you get screwed over and what they don't tell you: If you are sold a defective bed and decide to return it with in the advertised trial period then You are out $160 deliver cost The $250 - $600 you spend on the special bedding is non-refundable They Charge $199 to send the home delivery to pick it up. So, even though you get to return the bed under the trial, you end up being screwed out of Hundreds of dollars!!! What reputable company does not stand behind its product?? I reached out to the customer service multiple times asking for help and solutions. They told me that I should have known their policies and that I was out of luck. I argued that I could not have known their policies since they were not disclosed to me at the time of the sale. They record all of the calls and could have verified this. Regardless, they told me that even though it was a phone order, I should looked for the fine print on their website?? How can I be held to a bogus warranty and return policy if it was never disclosed to me and I never agreed to it? I never signed anything and never agreed to any particular terms other than the bed purchase. The final ***-off moment is when they accessed my financial account without my permission and charge the $199 return fee. Just because I paid for the bed with an account and they have it on file, does not give them free reign to access my personal account and add charges to it without my consent. This is illegal and dishonest on so many levels!!!! They can have their broken bed back and shove it where the sun don't shine!!! Be warned!!! The Sleep Number by Select Comfort is a huge RIP-OFF. It is just an air mattress with a foam layer. BBB CASE 5725**** MIKE B
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Loss:
$400