Sleep Number review: Mattress and pump

I went into the sleep number store near Cumberland, which is a popular mall in Atlanta Ga. I was assisted by Barry. He had me try out some beds and assisted me with finding a bed that will suit my back problems. After finding a bed and agreeing on shipping and delivery, I disclosed to him that I have a narrow stairwell and should this be a problem for the delivery of the base. I was assured it will not be.

Come August 04,2023 after the delivery guys being 4 hours outside of the delivery window without any notification, my order arrives. They could not get the Flex Fit base up my stairwell. So they place my mattress upstairs and take the base back.

Darrell and Tavain, the delivery guys leave their tablet and continuously ask me if I can drive to meet them halfway to give them back the tablet that they left.

Out of all of this, I contact Barry at the store and he tells me to call Customer Service because my bed is still not setup(I cannot control the sleep number settings) it’s just a regular mattress at this point.

After going back and forth between several call center agents they determine I need a pump, which I’ve never had and mail me one.

After going back and forth with the customer service line they finally issue a credit for the base on 08/17.

On 08/18 two new technicians come to install the pump on my mattress and after two hours of troubleshooting they are unable to do so. They get in contact with their Manager, the District Manager, and VP and they say that I need a remote to setup my bed. So they overnight a remote.

I go back and forth with customer service on 08/18 after the techs left. The first rep tells me to hold for a supervisor and disconnects the call. The second rep Tasha tells me that she is the highest that her call will go and that she could have offered a refund on the mattress protector, but since I already paid for it she can’t. So the best Tasha could do is send out sheets, which I refuse. I tell her I want my bed setup. Tasha disconnects the call.

I call back and decide to just return the mattress at this point and Chuck M. Offers me 10% off of a $500 base, which is an insult for the amount of time that I have spent trying to resolve this issue. He escalates me and the supervisor tells me my pump is broken and says I need a new pump. I am still trying to figure out how this over the phone supervisor drew a conclusion separate from the District Manager and field techs.

Now here I am writing this with a mattress on my floor and still not setup with no resolution.