Sleep Number

Tommy at the Pineville, NC Sleep Number store was amazing! He was very knowledgeable, professional, and very patiently answered all our many questions! Our Sleep Number mattress delivery and installation guys were also terrific! They got everything set up quickly, helped us set up our bed using the app, and make sure all of our questions were answered before they left our home. This was an excellent purchase experience from start to finish.

More Complicated Than It Should Be I expected this to be a simple, comfortable upgrade, but it’s been the opposite. The setup and day-to-day use feel overly complicated for something that should just work in the background. The app frequently loses connection or doesn’t sync properly, which makes it hard to rely on any of the features. Adjustments don’t always respond the way they should, so you’re constantly second-guessing whether it’s actually doing anything. What’s also frustrating is the disconnect between the store and actual support. During the purchase process, the store makes it sound like they’ll take care of everything and that support will be seamless. But once you’ve paid and run into issues, they suddenly claim they have no authority and push you off to customer support. From there, it’s a loop of repeated troubleshooting with no clear resolution. It feels like no one owns the problem. At the end of the day, it’s supposed to improve sleep, but instead it adds unnecessary hassle and inconsistency. For the price and expectations, it just doesn’t deliver a smooth or reliable experience.

Do Not Buy – Faulty Product and Terrible Customer Service I purchased this product for my mom, and initially, everything seemed fine. However, shortly after the 100-day trial period ended, it started having serious issues. We contacted the store multiple times, but they repeatedly told us they couldn’t help and directed us to customer support. We then went through several rounds of calls with customer support, none of which resolved the problem. Multiple technicians were sent to my mom’s home, but the experience was uncomfortable and unhelpful. They asked her to perform unusual sleep tests and adjustments in front of them, which she was not comfortable with. We returned to the store to escalate the issue, but they simply redirected us back to support again. Eventually, they reopened the case and told us this is not a product defect but a “data issue,” claiming it may take 3–6 months to resolve. At this point: • The product is not working properly • It’s been less than a year, yet they refuse to replace or refund it • We cannot even reliably track data through the app • My mom’s sleep has actually worsened since using this product This is extremely disappointing. The product quality is poor, and the customer service experience has been even worse. I strongly recommend avoiding this product.

We have been putting this off because I really have a hard time committing to a mattress. I have an awful back. I live with pain everyday. Sleep number gives me options. It allows me to to pick my firmness. Catalina was great to work with. I look forward to great sleep.

Samuel was great, very easy to work with and very professional. We were in and out within minutes, so happy to try out our new bed.