Bed is cheaply made junk and customer service is worse.
Written: Aug 03 '09 (Updated Aug 03 '09)
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Pros: None.
Cons: Cheaply made product.
Over-hyed from marketing standpoint.
One of worst Customer Service experiences ever.
The Bottom Line: I would not (again) purchase a sleep number bed from this company! The product is of poor quality, using cheaply made parts and the Customer Service is horrible.
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| jaglover52's Full Review: Select Comfort Mattress Sleep Number 5000 |
My wife and I purchased a 7000 Queen Dual Chamber Sleep Number bed from a store here in Charlotte, NC in March 2007. In less than 3 months, the pump failed and Customer Disservice shipped us a new pump. The bed worked reasonably well for awhile, however, one air bladder (on my wife's side of the bed) developed a chronic slow leak, making it necessary for her to "pump up" her side of the bed almost every night. We recently had to move the bed to place a new rug in our bedroom and the slow leak became a complete failure of both air bladders and the bed went completely flat, except for the center piece of foam separating the two air bladders...a very unsightly and discomforting sight, I might add.
In our efforts to get to the source of the problem, we first called Customer Disservice and went thru their troubleshooting process. The CSR determined that we needed to replace both air bladders, which clearly was not the problem (or the correct solution to the problem). As we tried to explain to her, the leak was coming from the small opening around the port where the air hoses insert into the pump. When we were finally able to make the CSR realize that the leak was coming from there, she agreed to ship us one (1) hose, which was estimated to take about a week for delivery. Since the manufacturer of this bed has no onsite technicians to troubleshoot ANY problem, presumably, the customer (that would be us) must take the cover off of the pump in order to inspect it or to replace a hose. There simply is no other way to do it.
As of this writing, we have already been without the use of our very expensive bed for nearly a week, the offending part has not arrived and in an effort to get a "head start" on fixing the problem when the hose does arrive, I took the cover off the pump and in the process, voided the warranty! It appears this is a "Catch 22" scam. There is no way to replace a hose or connect it to the pump without taking the cover off, but when you do that, the manufacturer cries foul in the form of an assertion that you have just voided the warranty!
Notwithstanding the fact that I had to take the cover off to replace the hose, in doing so, I determined that two of the plastic connectors where the hoses attach were completely broken off and there is absolutely no way to know this without taking the cover off. When I called Customer Disservice to tell them that there were in fact two connecters that were broken (the hoses are not damaged), I was informed that they do not provide or even sell replacement parts...the will only replace the entire pump...at a cost of $550, plus shipping...another $50. All because I took the cover off to determine the real source of the problem, when Customer Disservice could not offer me any other service besides what amounts to a trial and error process, which ultimately became a voided warranty from the manufacturer's perspective. GOTCHA!!!
I also want to stress that the plastic parts that failed are flimsy, vulnerable parts at best, which are guaranteed to break if you have to move the pump at all. I wish I had read the opinions expressed in this forum before purchasing the bed, but as it is, this for me has been a very costly mistake and one which I hope my writing of this review will discourage others from making the same mistake. In my opinion, this product is hyped to the nth degree, from the marketing side, to mask a cheaply made product that is bound to fail and which will cost you dearly, as you attempt to remedy problems, which most definitely will occur.
I know most writers do not sign their names to these entries. However, I feel so strongly that this company and its product, and particularly its Customer Disservice, much like their product, are a "bag of wind" and therefore I have signed below. If any reader of this wants to contact me, including so-called CSR's from the manufacturer, you may contact me at the address listed below. Now, I'm off to buy me a new bed...this time, hopefully one that does not leave me flat and broke!
Ron Cox
Office: 704-283-4900
Cell: 704-909-9100
Email: mailto:roncox@carolina.rr.com
Recommended:
No
Mattress Size: Queen
Amount Paid (US$): 2900.00
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Epinions.com ID:
jaglover52
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Reviews written: 1
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