I bought a new Climate 360 Bed from them on November 1, 2022 with delivery on December 29th. Delivery and physical set up of the bed went great BUT when it came time to do the online SleepIQ app is when the complete nightmare began. We were told a remote would be "overnighted" so we could get the bed working until the tech support issue was solved. 6 BUSINESS days later the remote arrived. Guess what? The remote was useless because it must connect to your ONLINE BED PROFILE ON Sleep IQ in order to load your sleep number settings. It will not let me manually set the sleep numbers. Call to Tech Support...sorry we can't help you but if you call back during the week the "regular tech support can help you".
3 weeks, 5 Tech support calls and about 3.5 hours cumulative time spent on the phone and online with them I was finally "escalated" to someone whose job it seemed was only to give me some $$ off the bed to placate me. Of course that $400 off (on a $10K bed) be issued in a hard check and arrive 2 business weeks later. Of course it hasn't arrived and to be honest I doubt it ever will if it depends on the competency of this company's customer service or tech support people.
The only other thing that this "escalated tech support" did was tell me that a new ticket was put in with guess who?? Tech support..:-( Of course the speedy juggernaut Tech Support was given 5-7 business days in which to respond with just setting up a 360 Climate bed profile into my SleepIQ app. One would think they have done that thousands of times because it has to be done EVERY TIME THEY SELL A NEW BED. I'm so utterly frustrated and completely disappointed in this company from the local level to their highest levels levels of customer support and service.
Being as this is the 2nd sleep # bed purchased I can attest that the product is great BUT in my experience if you have the slightest problem with the product that requires the assistance of anyone outside of this local store (especially "Tech Support") you are in for a VERY, VERY frustrating experience. Today I'm going to the physical store to request a refund and for them to come pick up their $10K product because they won't/can't provide support to even get it operational at the basic set up level for their repeat customer to enjoy. read more