Customer Service not provided

2nd time SN customer, ile 360.

Magnet tore thru the bottom of the mattress cover causing limited connection to SN flex base.

Called to replace the connection and was told I needed a new mattress cover .

Cover arrived with no magnets so I called SN help. On phone (initially) for 1 hour and 38 minutes. Call escalated to leader. Leader called me back so I could have family dinner.

Was advised that I needed to call another company and buy the magnets that are necessary for the ile360 flex base sleep number bed to perform as expected. I must also purchase those magnets.

My bed is in pieces. I found 3 magnets of a different size from my torn cover and asked for the magnets I should have received with my new cover be sent to me without cost.

The well-spoken “I totally understand” customer service ended there. No magnets for me unless I buy them elsewhere.

WARNING to those who need sleep number repair.

ALSO, no further escalation of customer service available.