Sleep Number — Hotel in Aurora

BUYER BEWARE OF HIDDEN FEES AND MISREPRESENTATION OF "FREE 30 DAY TRIAL" CLAIMS BY SLEEP NUMBER IN FOX VALLEY, AURORA ILLINOIS. Arrived at the Fox Valley Sleep Number store to see what these beds were all about and if one might be able to help myself and fiance (who is a disabled veteran) sleep better. Our salesman Howard K. seemed knowledgeable and showed us all the details. Up to this point our experience was good. Then came the lies. He told us that we would be able to get a "FREE 30 day in home trial" to see if the bed worked out for us prior to committing to purchase. He also told us that he would give us free deliver after I heard how much they wanted to charge and almost cancelled the whole thing. We found a bed that he said would be good for our needs and agreed to the trial. My fiance can only stand up for a short time so we needed to wrap things up and get out of there, so I signed the papers, bought a mattress pad that was supposed to keep the bed cooler then went home. The pad works great but the whole bed experience was a disaster. We went through the 30 day trial without ever being able to get any relief for our sleep problems, our pain and discomfort actually got worse. So I called to cancel the order and get the bed removed. The customer service rep suggested sending out these foam pads that should help with support and extend the 30 trial for another 30 days to see if we were then satisfied. I specifically asked if that was still going to be the FREE TRIAL and she said at least three times that extending would not cancel the 30 day FREE trial. These pads did nothing and I called back after 2 weeks totally disappointed in the bed and arranged for a pick-up. One month later I received a bill with deliver and pick-up fees of $512.81 which also included charges for the mattress pad. $384.00 is what they are trying to charge for delivery fees and pick-up fees. This seems ridiculous for a "FREE in home trial" especially since Mr. Howard K. promised we wouldn't be charged the delivery fee. I have sent two appeals to corporate Sleep Number at 9600 59th Avenue North, Minneapolis, MN 55442 for these fees to be withdrawn and they have refused. So I decided to go public with our disappointment. I consider the fees to be ridiculous and false advertising. How could they claim this is a "FREE 30 day in home trial" and charge those types of fees? I guess that is one way to make money. PLEASE BE AWARE - NO REAL FREE TRIAL, JUST A GIMMICK TO TRY TO GET YOU TO COMMIT TO GETTING THE BED HOME THEN CHARGE OUTRAGEOUS FEES IF YOU WANT IT RETURNED. THEY HOPE YOU WON'T WANT TO GO THROUGH THE HASSLE OF CANCELLING AND GET CHARGED ALMOST $400 FOR NOTHING SO YOU SUBMIT AND KEEP THE...

Trying out the beds and seeing the pressure points was very positive. The staff during this process were very good. I ended up buying a bed (which I planned on doing anyways because of friends that have a sleep number).

I decreased my, what would have been a 5 star score, to 2 stars for multiple reasons. First, during the checkout process, the sales person tried to slip in an extra purchase. Why do I say slip in? He very casually said he “will add this” giving the impression it was a freebie without explaining that adding this would cost over $200! Only when I saw the difficult to view computer screen with the addition did I question it. (Minus 1 star for this). He also was not aware of the 50 dollar reduction in price for the online promotion that could be used in store or how to initially give credit for this. (Minus 1 star for this). Finally, neither me nor my wife have any memory of being told any mention of the additional $199 delivery fee. (Minus 1 star for this). Shame on us for not questioning the total price at the time that included this fee as we only noticed it once home. At the time, we figured the extra cost was taxes due on what is after all a rather expensIve air mattress. Again, shame on us. I would have been glad to pick up bed from store myself to save myself the almost $200. No option to do this was ever mentioned let alone the delivery fee.

The checkout part of the experience left a bad taste in my mouth making me feel more positive about politicians and used car salesmen compared to the Sleep Number guys working on commission. I hope the mattress I bought lasts as I do not think I would go to these guys again based solely on what appears to be a less than honest attempt at jacking up the price.

I can only hope the company actually reads the reviews in order to make the changes needed so other customers do not feel or...

5 Stars As someone affectionately known in my own industry as the Sovereign of Sleep, I hold impossibly high standards when it comes to comfort. (Yes—I’d feel the pea.) My expectations are nothing short of magical. And on a rainy evening at the Aurora Fox Valley Sleep Number store, Sheryl delivered just that.

Though we didn’t purchase a bed that day, Sheryl listened intently, asked the right questions, and effortlessly matched my spouse and me with the perfect pillows—despite our sometimes competing sleep needs. Her knowledge, empathy, and sincere warmth flowed with grace and confidence, creating a connection that felt both personal and professional.

As a comfort and design expert myself, I can say this: Sleep Number continues to exceed expectations not just in service, but in quality. Their commitment to personalized solutions and consistently exceptional customer care makes them the only brand I confidently recommend—every time.

We left feeling supported, seen, and sincerely grateful. Sheryl is a gem in every sense, and a shining example of what the Sleep Number experience should always be.

—Virginia M. The...