When we launched beds.com a few weeks ago, I knew we would receive comments on the Slumber Party Blog that were less-than-perfect about the Sleep Number bed. We provided a new way for our owners to communicate with us and you let us know about some of your concerns. So, let me offer an apology for any less-than-ideal experience any owner has had with our Sleep Number bed.
Let me also point out that we sincerely welcome that kind of feedback. Listening closely to our owners is one reason our customer base continues to grow, owners continue to tell friends and family about their beds, and our satisfaction remains so high. You’re the inspiration for most of our improvements, enhancements and innovations.
Your feedback also enables us to point you in the direction of the Select Comfort store employees and customer service agents who can help you to resolve your issues.
I mean it when I write that we are here for our owners in ways that no other mattress company can duplicate. That’s why we not only design and make our products, but also have our own stores, sales professionals, and delivery and customer service teams. These folks sleep on our bed and bedding accessories, and they are 100 precent committed to helping you get the best sleep possible by ensuring you find comfort and support.
You’ll soon read posts from our product development folks about how we’ve designed enhancements to address some of the topics mentioned in your comments. Also, Pete Bils, our resident sleep geek, will post directions about finding your Sleep Number setting, so you can achieve the comfort this bed offers.
We know that there are plenty of you out there who truly love your Sleep Number beds, as the growing number of testimonials show. So, for those of you who adore your Sleep Number bed and have yet to join the conversation, please do. Perhaps you have a suggestion or two about how you found your Sleep Number setting (thanks to those of you who already posted directions). Or other tips that owners would welcome and appreciate. We definitely want to hear from everyone.
I’ll check back on the site very soon. In the meantime, sleep well.
Bill McLaughlin
23 Comments
Dear Mr. McLaughlin,
I am sure you have a great product because my husband had one for years and loved it. We were married this past April and were excited when we visited your store, promo in hand, to order our bed. That was on July 15. It is now August 14, and I am still waiting to experience the Sleep Number bed.
I am very disappointed in your “customer service.” We have been told “sorry, there is nothing that can be done” because for some reason our order was not processed until July 27, that it will be three to four weeks from that date until our bed will be shipped. We were billed on the 28th of July. Most businesses bill when their product is shipped!
My parents and my father-in-law, all in their 70s, are coming from out of state to visit us very soon, and we will not have enough beds.
I am tired of being told sorry, there is nothing we can do, it is a refurb.
It has been four weeks since we ordered our bed, and it does not seem reasonable that there is nothing that can be done. Several times our calls have not even been returned.
I am so very disappointed in your “Customer Service” department. It seems they only respond with a scripted message and do not have any interest in correcting a situation that was Select Comfort’s error.
I am appealing to you for your intervention. Please tell me that there is flexibility in your policy and that you can help us! I am looking forward to hearing from your representative.
Thank you.
Hi Diane,
I know you’ll love your Sleep Number bed, too, as I do. So, please send me an e-mail at gabby.nelson@selectcomfort.com with your contact information so I can give you a call.
Gabby Nelson
Dear Mr. McLaughlin:
I have always had back problems (nothing severe) due to mostly my sleep habits. I have had a (sleepable) SN 7000 for about a week now and my back has quit hurting. My wife and I love the bed.
But, I still am missing my coverlets that hopefully, after 10 phone calls and two weeks, will show up today. I would like someone to look at my Customer Service file and review all the information. I sincerely believe that your Customer Service Orginization is not in line with production and shipping.
I’ll try to be short but this has been a long and enduring fight to get my bed and all it’s components.
It started when I rejected a box that showed up at my house UPS delivery. Luckily, I was home when the bed was delivered. The box was taped with 1 piece of tape and it had come open during shipment. Stuff was falling out so I rejected it. Had I known this was impending disaster I would have taken my chances.
In short, it appears there was an inadequate log of what was in the box. After numerous calls (4) we finally figured all that was missing from the newly shipped box. After 2 more calls, the foam divider showed up, and I believe we are on our 4th call (and several missed promises) but the coverlets will show up today.
All because shipping poorly taped the box. And, by the way, UPS says this is common for SC. However, recovery is key and it does not appear SC is set up to handle a recovery situation.
We are about 3-4 weeks out and still do not have all the components.
Hats off to AJ because he called my wife last night and said coverlets were in Raleigh waitingg for UPS to deliver. He followed through.
I can honestly tell you I considered sending it all back more than once. Aside from how well it slept.
Two recommendations:
#1 Shipping needs to ensure a box will withstand normal shipping wear and tear. One piece of tape will not get it. I will not fault UPS in this matter. There job is to move boxes.
#2 Customer Service needs either to be more empowered, or stood on.
Thank You for your time.
Hey Brian,
First of all, we’re so glad you love your bed. And we’re very pleased your back pain has gone away. I own the SN 7000 and love it, too.
As Bill said, we really listen to our owners, so I’ve shared your comment with our vice president of customer service. Thank you for taking the time to give us feedback about your experience.
If you ever need anything, please shoot me an e-mail at gabby.nelson@selectcomfort.com.
Gabby Nelson
Thank you Gabby. I appreciate your effort. I would hate for such a comfortable bed to be overshadowed by simple, correctable issues.
Brian
Dear Mr. McLaughlin,
I have had my Sleep Number bed for 12 years and love it! It keeps me comfortable while I sleep but what I am writing to you about is helping your Customers while they work! I am a dentist and I invented a chair that is similar to your Sleep Number Bed in that it conforms to the unique size, shape and contour of the user with the push of a button. (www.thehealthchair.com). What is nice about the Sleep Number bed is it allows my wife and I to get a custom fit with the same bed. This is the same with the HealthChair – it has two independently adjustable back supports that allow the chair to be custom fit to the user while they are sitting in it and it is calibrated so each user will have their own Sit Number. The HealthChair is used by many Dentists, large businesses and Government Labs and is just now coming to the general public. I am wondering if you would be interested in exploring how we could work together. The Sleep Number Bed protects them at night and the Sit Number Chair protects them during the day. I am pretty familiar with Select Comfort and your Stores and I see a very nice fit. You have over 460 Stores that sell your Sleep Number Bed – but if I have your bed or am not in the market for a bed – I will not go into the stores. By adding the HealthChair – you could drastically increase traffic and profitability -with only minor changes to the store. If you are interested in exploring this – please contact me. Thank you.
Gary Sanchez DDS
We have the bed for 3 months and the one side is defective because it loses air. Customer Service is limited to an email and a script. The store did not offer any solutions. I would not recommend this product because you cannot get anyone to come out to review the installation or check on the assembly parts unless you want to pay $159.99. Outrageous.
Well, they did it again. But I convinced them to send a technician free of charge. Ah,there’s a catch.
After trying numerous times to schedule a technician to come out, I called the Customer Dis-service department to find out if I was given the correct toll free number. “Bob” kept me on hold for over a minute then came back and told me that Amanda, the supervior, who authorized the new air chanber delivery, did not put through a work order for the technician.
This is all because a 3 month old bed is made with inferior quality materials
I am outraged at the amount of money this bed cost and the quality of the customer service Select Comfort hires. Don’t buy this bed folks; save your money for a Sealy.
Greetings from Select Comfort! My name is Jeff and I’m a part of our online customer service response team. I apologize you’ve been experiencing difficulties and thank you for sharing your feedback. I’ve taken some steps to look into the issues you’re having and I see that things on well on their way towards resolution. I see that the replacement air chamber arrived yesterday, 7/17/08, via 2nd day air. I also made sure to call our Home Delivery service in your area to instruct one of the reps to call you and get you on the schedule as soon as possible. In the event that you decide to put in the air chamber yourself feel free to give us a call at 1-800-472-7185 and we will walk you through it. You may certainly ask for me personally if you like, I’m the only Jeff in the department and everyone will know who I am. Installing an air chamber is extremely easy, requires no tools, and takes ten minutes at the very most. Please keep us posted with any further issues and we will take the necessary steps to resolve them. Have a good night!
Jeff
I’m a 55!
Mr. McLaughlin
I am quite possibly you newest dissastified customer. The delivery team was not even out of the house.
You see, we ordered a Split King with Adustable Foundation 2 weeks ago from the local store. Upon delivery today we discovered that we received a full king and not the split king mattress.
What should have been a no brainer fix, has me seeing red. Your Customer Service Dept. has informed us that it will be another week or two before the replacement can ship. Asked if it could be expidited, we were told NO. Asked if it could be overnighted, we were told NO. In fact we were told that the reason was that it would take that long was that the mattress “needed to be manufactured” and that that would take time. Huh??
So let me get this straight – you do not have existing inventory of the split king MATTRESS anywhere – each mattress is custom made – it will take a week or two to do that – and then only when it arrives do we call Home Delivery to set up the replacement, and how long will that take beyond the actual receipt of the mattress??? So now we are looking at over month from the date of purchase to get what we ordered.
To rub salt further into the wound, we received a promotional flyer in the mail today (after the incorrect bed was delivered) that offers the current 3 yr. no finance charge program. When we made the purchase on Aug. 7 we were able to get the 18 month no interest program.
Don’t think it can get any worse, well to me it does. When talking to your Customer Service Dept. I was told that it would be impossible to switch the finance program. Even though we have started this relationship very poorly and I do not feel that we were receiving the correct information nor were we talking to individuals that wanted to address my concerns, I was unable to be transfered to the next level of Supervisors to get a further explanation -even though I requested to do do – basicly was told that that was the end of the road. After further discussion I was told was that in order to change the finance program I would have to be charged an extra $100 over the price we paid. OK, so I agreed.
I was then callenged as to whether or not I had the additional credit line to be able to add it $100 to our account. Unbelievable!!! She was baffeled as to why I did not have my credit line right in front of me. She finally actually looked at her computer to see that we clearly had the credit line. Argumentative for the sake of being argumentative?? You decide.
Needless to say, I do not think even your finest Sleep Comfort Mattress would allow me to sleep comfortably tonight after an experience like this.
How can your company afford to treat customers in this fashion in the current economic times we are in. Especially new customers that willingly and freely chose your brand to spend their disposable income with? And who would more that likely given a positive experience, help spread the good news of Sleep Comfort.
Customer Service – I don’t think so. I know, because I too am in the business of making sure the customer has a positive experience.
Your Customer Service Department is your own worst enemy.
Rich K,
Thank you so much for your feedback as it is VERY important to us here at Select Comfort. I’m happy to know all your above issues have been resolved to your complete satisfaction. We hope you enjoy your bed!
Sarah Panus
Select Comfort
Wait until you’ve had that bed for 3 years and the pump fails to properly inflate your wife’s side of the bed. Needless to say that that is what is wrong with ours and we have gotten the run around with customer service. It has taken 4 phone calls and 3 weeks to finally get them to send us a new pump and the pump they are sending is not even new – its refurbished!!! You should get a brand new one considering the bed is only a few years old and they are supposed to last forever!! I so hate this bed and its inability to provide decent sleep!! As soon as the pump arrives, it is going to Goodwill and I am buying a regular mattress so we can finally get a good night’s sleep since we haven’t had one in over 3 months.
Steve-
I work in Select Comfort’s customer service team. We’re very sorry for the frustration you’ve experienced. We do strive for one-call resolution at Customer Service, but in the case of air loss, we’ve learned that a more detailed troubleshooting process is necessary to avoid wasting your time and effort by sending parts that won’t solve the problem.
Please understand that our requirement that you troubleshoot is not intended to give you “busy work”, but instead gives us the information we need to solve the problem the first time.
James Freund
Select Comfort Customer Service
I’m a 40!
My wife and I purchase a Select Comfort bed from the Wilmington, NC store on 8/22/08. The delivery company called us on 8/29/08 and scheduled delivery for 9/4/08. They informed us they would call us the night before. I waited until 6 PM to call the delivery number to inquire about the delivery time.
They stated that they had a record that we were to have a delivery on 9/4/08 but we were not put on the schedule. I asked to talk to a supervisor since the customer service person had no response to fixing the problem. He put me on hold and then I was sent to voice mail. I called back and ask for the supervisor. What a waste of time. He was neither apologetic nor willing to offer a suitable solution. I explained that I took a vacation day and my wife cleared her schedule of patients to be home for delivery.
I called and talked to the manager of the store and explained the situation. He apologized and said he would look into it and call me back. I called back to the store at 7:50 PM when I did not hear from anyone. The manager said he fired off some emails and said the delivery supervisor should have called me. I explained if we needed the bed by the 5th of September or we would not be able to take delivery for another two weeks. The manager said he would call me by lunch time on 9/04/08.
No call by 2PM on the 4th so I called the manager. The salesman we talked to said the manager stepped out and was talking on the phone to someone about our problem. I asked him to call us back. He called back within the hour. He said he was talking to Kristin Pahl and we may get a call from her. It is 10:23 on the 5th and have not heard from a Select Comfort person since 2PM yesterday.
After reading the previous post’s it seems that this is not a fluke. I was quite concerned whether the lack of customer service is a reflection on the quality control in the product as well.
Tim– We’re so sorry for the difficulty you’ve had in getting your bed delivered and thank you very much for sharing this information with us so we can continue to improve as we work to provide excellent customer service to each and every one of our very important customers. I invite you to please give Customer Service a call at 1-800-472-7185 and we are more than happy to help resolve this issue as soon as possible.
James Freund
Select Comfort Customer Service
I’m a 40!
I recently purchased a 9000 king bed set. I would always joke with my girlfriend that we needed to get a tempurpedic but she liked the adjustablility idea better. I relented and we puchased one. Unlike most of the comments left on here I have been exceedingly surprised at how great the bed is. I know when it comes to products, you always hear about the bad things but people rarely take time to talk about the good on blogs. I have never had any big health issues or back problems. I just wanted a good bed to help me sleep all the way through the night. I never noticed how good I was sleeping until I went to stay overnight with family. I had always slept on the bed in the guest room and raved on it everytime. That was until I had been sleeping on my new number bed. I woke up the first morning feeling like I had been hit in the back on this bed that I previously had raved on. IT WAS KILLING MY BACK!!! Needless to say , I swear by your beds now and will stay at the Radisson the next time I go to visit family. It was well worth the investment and I would do it again without hesitation!
Hello, and thank you so much for your feedback! I’m glad to hear you and your girlfriend are enjoying your new Sleep Number bed. We value all feedback, both positive and negative, as we strive for world class customer service and satisfaction here at Select Comfort. I wanted to let you know you are never too far from your Sleep Number bed (well maybe yours, but there is always one close by). Next time you travel feel free to follow this link to find your nearest Sleep Number bed at a Radisson http://www.radissonsleepnumberbed.com/hotel-locator.html. Thanks again for your feedback!
Sleep Well,
Kristin Prahl
Select Comfort
Lets see I had back surgey back in 2005 I had a disc removed and then fussed.Very painfull anyone with back problems can attest. I use to sleep on an inner spring that was maybe 3 or 4 years old at most.It Had a thick pillow top but it hammicked out after say 1.5 years and with my back pain I needed more support. I can only sleep on my side. So now I have your 7000 model I fall asleep on my side and wake in the same spot. I love it. It has greatly reduced my pressure points from sleeping on my side. WOW what a change. My sleep number is 45 but when Ive had a long day I can adjust it at the press of a button. My wife was not as happy as I was at first but now loves the sleep number bed as much as I.Thanks for making me sleep like I should!
Pete is “The Man with The Plan.” Bill; we need to get you and Pete on CNBC with Donny Deutch to build some excitement and momentum with your Stock. Forget Cramer. Donny is more upbeat and positive. How ’bout it?
What a blog?!?!? I am so sorry to see so much negative shared about Sleep Number because I will never own anything else!!! Is the customer service perfect? No. Is any one company’s service perfect? No. Give them a break people! All businesses have to establish some sort of protocol to enable them to work as efficiently and fiscally smart as possible. How many other companies start websites/blogs in order to allow customers to be heard whether they have good or bad to share? Some people are just not going to be happy, I understand that. But, with all the other stuff going on in our lives, take a deep breath, let them try to help with your issues and make it as good an experience as possible. I have had parts replaced with refurbished product and phone calls not returned too, but to my amazement, after a couple of weeks getting used to the better support and 11 years now sleeping on it, I would do it all over again!!
Keep it up Select Comfort!! I don’t care what anyone says, your product is the best in the market!!!
Hi fellow Minnesotans (I think you’re from there)! I have a problem, which has been ongoing. I have a full-size bed with wired remote which I initially bought in 2002. My mom has a queen-sized bed with cordless remote which she bought in 1999. She has NEVER had any problems – I have. Since owning my Select Comfort, which was recommended by my two brothers in FL (who also have them), I have had to send back to you no less than 2-3 firmness control systems (pumps) and wired remotes. The pumps had to be sent back because they had a burning smell and I had to unplug the bed completely so we wouldn’t have a fire in our condo. The bed is plugged into a protected outlet. In all my conversations with Customer Service, I have recommended that my pumps be given to your R&D department to see if they are defective. I have never found out if they were, even though I wrote notes and put them inside the return packages. Now, my problem is not being able to read the complete number on the remote – some of the lines are missing so I can’t tell what number it’s set at. Since I don’t need to adjust the number much, I didn’t see the recent problem until last night. This is the 2nd time the numbers started to disappear. The last time I called regarding this problem, I was told that I had to replace the WHOLE “firmness control system” with wired remote. Even though the bed is under a 20-year warranty, this part of the bed is not – although it is NOT mentioned in the warranty section on the website or in my literature. Has anyone else had this problem?
Mr. McLaughlin, can you help me? I’ve always heard good things about Select Comfort and, like you and your family, our family lived in MN for over 50 years. I can’t afford to get yet another pump and wired remote. The only reason I have this particular bed is that I couldn’t afford to get a wireless remote bed. If I can’t get a free pump and remote, I will have no choice but to get an ordinary bed, which will be hard since I have sleep apnea and am also on CPAP.
Thank you for your assistance in this matter!
Hello Gretchen, my name is Aphton and I work for Select Comfort. I saw your comment and wanted to reach out to you.
I do apologize for the inconvenience you have endured. I really hope that the pump units are not burning anymore, if you are still experiencing this issue please consider trying a different surge protector. I have heard of this one other time and it turned out to be caused by the surge protector.
I would like to please invite you to read our warranty at http://www.selectcomfort.com/eng/customerService/warranty.cfm?lefNavId=2. It’s a limited 20-year warranty so not everything is covered, but from what you have described it sounds like you may have a manufacturer defect. We would like to look at replacement under your warranty. I do not know where you fall within your warranty. For more detailed information on your purchase and where you are in the warranty, please contact customer service at 1-888-411-2270. Or, if your active on Twitter, I could personally look into your account if you contact me @SleepNumberHelp. We could use DM to keep your information private and I can look into your file and see where you are in your warranty and how to proceed from here to get you a resolution. We look forward to hearing back from you.
My deepest sincere apologies,
Aphton