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November 2023 by Allan ..
The base of my Sleep Number just stopped working (it won't adjust). The Sleep Number app instructed me to reset, which didn't work so it then instructed me to contact customer support... the process ended up being a 3-hour ordeal that was a total waste of time because it went nowhere.I called Sleep Number support first and they ran remote diagnostics on the base. They said, "I'm getting an error message on the actuator on the right side of the bed." They said I needed to be transferred to their "adjustable base team" which turned out to be just a separate manufacturer. They said they'd pass on the info need by the base team and they'd take care of the issue from there. When I was connected with the manufacturer of the adjustable base, no info was passed nor was I informed of what I needed to tell them for my case; there are two actuators on the side of the bed having issues. This was not disclosed to me, so I had to start the process over of contacting Sleep Number support.After another attempt filled with really long hold times on the phone, I finally got the info I needed and connecting again to the manufacturer of the base. As they were processing my bed issue, I was appalled to find out that I'd have to pay $90 for the replacement actuator, order a remote control for the bed (because a reset could only be done with the remote, which would be needed to complete the actuator replacement), and do the install myself.When we purchased this bed for over $7k from Sleep Number in October. 2021, I was assured that this significant investment was backed by a 15-year warranty in case we ever had any problems. Considering the high cost, this was very important in our buying decision. The base is what really drove up the cost of this purchase and never imagined I'd have to shell out $100 to fix it after just two years of ownership.I was so frustrated when I was told by the Sleep Number team that they only paid a pro-rated portion for the replacement part which decreased to 65% of the cost after the first year! And then 5% every year thereafter.These terms were NEVER mentioned when we purchased.Sleep Number customer support recommended that I speak with a Customer Support supervisor so they connected me. Waited on hold for 20 minutes and the call dropped. Called back again to get connected, which again was another long hold time. When I spoke to the customer service supervisor, it was the worst part of this lengthy process. I went through the process again of explaining the issues I experiencing; he sounded like he couldn't care less and was totally disconnected. So in the end, I'm stuck with a broken bed unless I just bit the bullet and pay for the replacement part.For something we invested over $7k into, I can't believe how bad this experience has been. This is my most regrettable purchase ever.Tip for people shopping for an adjustable bed:DON'T buy a Sleep Number! This is the WORST customer service experience I've ever had. Considering the price Sleep Number beds and all the other alternatives available, I recommend going with another brand. A bed is supposed to last for years! Quality and customer service, especially for such high-cost product, are so critical! The bed was great when it worked, but considering the experience I've just had, this has turned out to be one of my most regrettable purchases.
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May 2023 by fred willis
Romy is the best! Her customer service is above and beyond.
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December 2022 by shell bell
Romy has the most amazing customer service/patients skills then any salesperson I've ever met. She is honest she's trustworthy she's efficient we went to three other bad places and came back to sleep number in Encinitas to see Romy and now we are waiting on our limited edition king size Sleep Number bed so excited. Ask for real me when you go to Encinitas
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October 2022 by Bonni Arnold
Ashley was amazing! So helpful and patient! No pressure but answered all my questions and let spend all the time I needed to try out beds and pillows! Thank you, Ashley!
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October 2022 by Ro
Ashley took great care of us. Can’t wait to take delivery on the bed.
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August 2022 by Melanie Pollack
Ashley was so helpful and nice throughout the process. Knowledgeable and really made the process easy.
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July 2022 by Vincent Z.
Very disappointed. Bed and base tilt towards the corner after two weeks of use. Called to have it returned and now refusing to honor the customer satisfaction gaurantee within the 100 days and accepting the mattress only. Better off looking elsewhere.
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December 2021 by Wesley Howard
I went in and spoke with Ashley, and she was a big help. She got me the bed I actually need and it's improved my sleep, since I deal with sleep apnea.THANK YOU ASHLEY AND SLEEP NUMBER BED!!!
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December 2021 by Fabi Knight
Gyovani was great! He was knowledgeable, kind, understanding, and relaxed! :)
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November 2021 by Mark A.
3 Things To Know About Sleep Number And This Location Before You Buy My wife and I purchased a Sleep Number 360 Mattress in August 2021 and have come to regret the decision. Here's why... ONE. The Staff At Your Local Sleep Number Cannot Help You Post- Purchase. After trailing several beds, we ended up with a P5 bed. We had a couple issues with it shortly after delivery and called the Encinitas store. We were immediately told that we must call the toll free customer service line. The extent of the help given? "Here's the 800 number" Guess what? Every single call was answered at the customer service by the dreaded message: "we're sorry, we are experiencing an unusually high number of calls...." On average it took 45 min -1 hour to get through to a representative. Later when we had an issue regarding returning our bed (more on that in a moment), the Encinitas store employees we talked to said simply, "we can't help you and my manager can't help you." If you care about personalized service with empowered sales representatives that can actually help you solve any issues you have with your bed, think twice before buying anything from Encinitas Sleep Number. I imagine it's the same at other branches. TWO. The Misleading 100 Day Trial. If you're like us and visit the store you will be sold with the promise of the 100 day trial. It goes something like this, "try the bed out for 100 days, if you don't like it you can exchange it or return it, simple." What they don't tell you is that Sleep Number reserves the right to refuse any return, that they charge a significant return and restock fee (up to 25%) and that if you exchange one mattress and still don't like it, you can't return the second one. Honest sales people would highlight these policies clearly and carefully when customers buy to set expectations appropriately. That didn't happen in our case. In my opinion he folks we worked both in Encinitas and Customer Service are trained to sell, sell, sell. In our case we tried a P5 bed, but it was too soft for me. We went to Encinitas and asked to exchange the bed, but they told us to call customer service. I did and asked if the new bed (a C2) was still covered on the 100 day trial and was told "yes it is." So after another month of back pain on the new bed, I wanted to return it and Sleep Number service said "no, you only get one exchange or return." I challenged them on that, but they continued to insist. Had they been honest and transparent with me about this potential outocome I would have simply returned the first bed for a refund (less restock fee) and then buy another one to trial. THREE: As to the product itself, the quality is decent. However, we found that we had to inflate the mattress at least 1 time per week. It would lose air pretty much every night. Customer service told us that it was normal. We also had to deflate it once to get a new bed frame and it took almost an hour to inflate. Beyond that, keep in mind that you are sleeping with a wifi receiver from the "smart" bed right by your head and that you will need a remote or smart phone to operate your bed. I personally never slept worse than with these Sleep Number beds. (By the way, we ended up getting a natural latex mattress from a competitor right down the road that is much better for us). In conclusion, I would share this: The business model this company has puts profits over people. It's an old and tired way of doing business that is going to fall away. People appreciate and want to be treated like people by people not like a "number" by a near robot reading a corporate script. I recommend thinking long and hard before purchasing anything from Sleep Number and especially the Encinitas store.
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February 2021 by Lucia Bailey
Deniz and the other saleswoman when I returned back the next day were very nice and helpful. enjoyed my visit to the store and am looking forward to my new bed.
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November 2020 by Jessica Kiko
It was an eye opening experience and I had no idea your mattresses were so therapeutic. Alex was kind and knowledge about all the products.
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September 2020 by Martha King Richards A.
Came at 6:45pm to buy various items and nobody is here. Place said it's open til 7pm. No signs left on the door.
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June 2020 by Tim Zinn
My wife and I went into the Sleep Number Store in Encinitas, CA two days ago in search of a new mattress. I was clearly not too interested, but store manager Alex changed all that, and in less than an hour we were ordering a new mattress. Their technology is intriguing, and we found a bed that worked perfectly for both of us! Store is well-designed and has a clean, modern, uncluttered feel. Displays tell their story and impart information about their product. Employees are well-informed, courteous and patient.
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December 2019 by Mahadeva Valalekattekoppal
We love this place, manager Alex was really awesome with the whole process, very knowledgeable and great customer service