No complaints with the store as well but there are definitely issues with the product and the customer support is horrible. Purchased the ILE with the Flex Fit adjustable frame a little over 2 years ago. Over the past year we've been experiencing issues with the adjustable frame constantly resetting and this issue is intermittent. Recently the smart phone app said to contact the support number which I did today. After an 30 minutes of troubleshooting they send me over to a third party where the adjustable frame came from. I'll get into this third party in a bit. The frame company, whoever they are, advised that we were given a green card with a serial number which they need. Unfortunately I don't have the card and I couldn't get under the bed to find it. Frame company then says to me that I need the remote for the bed. Interesting request as Sleep Number told me I didn't need to purchase the remote and could use my smart phone. After tons of aggravation on the phone with support and after spending $8K on a bed, I now have to make a trip back to the store to get a $34 remote so they can troubleshoot an issue that will probably just result in them sending someone out.
Now let me circle back to the third party frame company. Apparently Sleep Number told us the frame was from a third party and if anything happens with the frame, we'd have to deal with them. Honestly my fiancé and I don't recall that. IMO if you sell a product to someone, you're responsible for that product. This is Sleep Numbers get out of jail free card when the frame goes to crap. Sleep Number - that third party is a reflection on you. You chose to sell their products to your customers. Nice way of getting out of supporting a product.
I honestly spoke very highly about this bed and even recommended to friends. These beds can cost up to $12K when they're not on sale. The experience I'm getting from Sleep Number support makes it seem like I bought a bed at Costco.
Buyers beware because if you're bed has problems the support staff will make you spend hours on the phone while they try and troubleshoot. In the end I imagine they will send someone out but I will have to jump through hoops before that happens.
Oh and if you're issue is intermittent, and everything is fine on the phone with support, they assume everything is fixed.