Sleep Number

I (Bruce Canfield) (Product Serial # 0906P01059294) purchased a Flextop king i8 smart bed, Flextop king 36flexfit 2 mattress, mattress pad and a set of true temp sheet set for a total of $8, 64023 and was told if we are not satisfied with the bed we could arrange for a refund or exchange before our 30 nights In home trial policy if we're not completely satisfied.
After only 3 weeks we noticed it became very uncomfortable and changed the sleep number to a higher setting but unfortunately resetting several times nothing seemed to work so we contacted Sleep Number Store where we made the purchased and they instructed us to call Sleep Number customer service. We did and was told we can only return the base that cost $4, 299.00 and the mattress that cost $3, 199.00 was not refundable and we would have to pay an additional fee to carry off the mattress that I'll still be reasonable to pay for! So with that being said all I could do was to continue paying for this purchase.
Months went by so I decided to call customer support because my husbands side was ridiculously losing air pressure and was on the phone waiting for a representative to answer my call for all most an hour then after telling about my complaint we were disconnected. I've called back and had to retell the whole situation and once she put me on hold to transfer my call (Yes, disconnected again!). aggravated and disappointed I decided to call back another time so a few weeks later I did and had to repeat everything again and was promised they would send out parts to figure out where the problem was either the pump or possibly the hoses and they would send out some cut-off valves but its been weeks now and haven't received nothing nor a phone call.
I also complained the magnetic mattress cover was not connected to the bed and the magnets came lose from the cover and they said it was still under warranty but it would still cost me a additional $300 to purchase that I cant afford and not counting the sheet set we purchased ripped after 6 months that I didn't mention.

Maria McReynolds
2616 Cherry Dr.
Wonder Lake, IL 60097
[protected]

Re: Order No. [protected]
Account No. [protected]

I am writing in reference to our complete and utter dissatisfaction of the recent purchase of a sleep number bed at the Algonquin Illinois store located at 1531 S. Randall Rd., Algonquin, IL 60102 on August 24, 2019. Because of the lack of customer service at the store and through your customer service department via phone, I have no other choice but to put in writing the egregious lies and deceptive acts the salespersons, Dennis Foster and Rick Yucuis, use to trick unknowing consumers into purchasing products at this location.

My husband and I originally came into the store to purchase a queen size sleep number bed. We advised we currently have a king and were wishing to downsize. We were advised they only have king size models in the store and we would not be happy with downsizing to a queen. Then the issue moved toward whether to purchase a half split or full split. The salespersons kept going on and on about how the full split is so much better and most consumers are happier with the full split so each person has the ability to move their legs independently of each other. However, they did not have a full split model in the store. It was then discussed that if at any time we were not happy with our purchase we could exchange the bed within 100 days. Never was it discussed there was a charge for the exchange OR that the exchange needed to be the same size mattress. Had these facts been advised we would have been fully aware if we still wished to downsize to a queen size bed that that would not be an option. It was only after several phone calls to the customer service department was this realized. Additionally, it was NEVER communicated at the time of purchase there would be a charge to exchange the bed OR that the exchange could only be the same size mattress. THIS IS THE FIRST CASE IN POINT OF THE LIES AND DECEPTIVE ACTS SALESPERSONS DENNIS AND RICK USE TO TRICK AND DECEIVE UNKNOWING CONSUMERS.

The issues with the king full split are as follows:

The mattresses do not stay together and there is a constant gap in between. This is extremely uncomfortable. The ability to snuggle with your significant other is absolutely impossible. No matter what we have tried to prevent these mattresses from separating, they continue to do so. Dennis, the manager at the Algonquin store, stated over the phone the mattresses should not be coming apart. Yet they do. Every other person I have discussed this issue with have had the same exact issue with this particular model. I find it very hard to believe the manager at the store has had no knowledge of this defect in the past or no other complaints from consumers. This is yet another case in point of lies and deception used by the salespersons at this store. Further, if there is in fact a defect with these mattresses why would your company charge the consumer a fee to exchange a defective product. This is completely baffling to me.

Next, the phone app does not connect to the bed. After several phone calls to your customer service department and the store, it has been found that my particular phone is not compatible with the app. THIS FACT WAS NEVER ADVISED BY SALESPERSONS AT THE ALGONQUIN STORE. In fact, RICK YUCUIS, walked me through downloading the app on my phone, all the while never indicating there would be compatibility issues. Further, when I called to complain, DENNIS FOSTER, assured me the customer service person on the phone provided inaccurate information. I was then given another 800 number to call to resolve this issue. Upon calling this other number I was provided it was confirmed my phone is not compatible.

My husband and I have back, hip and neck issues. The purchase of this bed was to alleviate the aches and pains we have due to our medical issues. Being able to have the ability to see how both of us are sleeping by seeing our sleep score and having the bed automatically adjust in the middle of the night, IS THE VERY REASON WE DECIDED TO PURCHASE THIS BED! I believe the salespersons are fully aware of compatibility issues with certain phone brands and knowingly FAIL TO DISCLOSE THAT INFORMATION TO THEIR CONSUMER. THIS IS YET ANOTHER CASE IN POINT OF LIES AND DECEPTIVE ACTS BY THE SALESPERSONS AT THE ALGONQUIN STORE.

3. The sheets purchased are of subpar quality. Considering the high cost of the sheets one would assume the quality would be comparable to the cost. This is certainly not the case. Within 1 week of using these sheets they tore. This is the case for 2 different sets! Therefore, 2 out of the 3 sets of sheets purchased are no longer usable. When I called customer service to return the sheets, I was told I could not. AGAIN, THIS WAS NEVER ADVISED BY THE SALES PERSONS AT THE ALGONQUIN STORE AT THE TIME OF PURCHASE. The salespersons kept harping on the fact that if we were not happy with the bed it could be exchanged. Shouldn't this extend to the sheets? Further, if the sheets are of such poor quality and have already ripped they most certainly should be returnable, regardless of the bed exchange. THIS, AGAIN, IS A CASE IN POINT OF THE LIES AND DECEPTIVE PRACTICES OF THE SALESPERSONS AT THE ALGONQUIN STORE.

4. Finally, Pillow, AirFit, Classic air nozzle has detached from the pillow. Here is yet another example of the quality of your products not being worth the cost. Again, one would assume a pillow that costs $159.99 would not fall apart within 2 months.

It is because of all of the facts stated above that I am demanding a 100% refund of the entire purchase and all products to be returned as they are not even worth keeping.

IF A RESPONSE IS NOT RECEIVED WITHIN 7 DAYS FROM THE DATE OF THIS LETTER I WILL HAVE NO OTHER CHOICE BUT TO TAKE APPROPRIATE COUNTERMEASURES AND RESERVE THE RIGHT TO FILE SUIT.

Respectfully submitted,
Maria McReynolds