Sleep Number — Hotel in Chesterfield

A Once-Loyal Customer Turned Bitterly Disappointed

I want to preface this by saying my criticism is aimed squarely at Sleep Number as a company, not at the specific retail store where my latest interaction began.

I’ve been a loyal Sleep Number customer for over a decade. My previous bed served me well, and based on that positive experience, I didn’t think twice when I needed a new mattress—I headed straight to Sleep Number. What a mistake that turned out to be.

I placed an order in-store and was given a delivery date for the following Friday. To my shock, the delivery window was an outrageous 12 hours—something I haven’t seen in over a decade from any halfway professional company. Still, I cleared my schedule and waited all day. After 10 hours of silence and no-show, I finally called the store to ask for an update.

What I was told left me absolutely furious:

There would be no delivery—apparently, due to an internal error, my order wasn’t even processed correctly.

The soonest they could reschedule the delivery? Another 2.5 weeks.

When I asked why no one had the courtesy to notify me—especially once it was clear that the order had issues—I was told this wasn’t an isolated incident. Apparently, I’m just one of many experiencing problems with their new installation provider.

This isn’t just a logistical issue—it’s a complete failure in customer communication and professional responsibility. The lack of accountability and the contemptuous disregard for my time is simply unacceptable.

Needless to say, I cancelled the order on the spot. I will never do business with Sleep Number again, and I will strongly advise my friends and family to steer clear as well.

Congratulations, Sleep Number—you’ve managed to turn a decade-long loyal customer into a vocal and...

My wife and I have been looking online at the Sleep Number beds for several years and finally decided to take the plunge. We researched online and eventually picked what we felt would fill our needs. They were offering special financing with no interest for 36 months so I filled out the credit application and was approved for my requested amount. The following day we were at the lake enjoying the weather and I received a call from Marlin at The Chesterfield Boone’s-Crossing Sleep Number store. He wanted to know if there was anything he could help answer. I told him no, we would be going into the store the next day to look around. The following day we arrived at the store and begun looking at the beds. A very nice man came over to see if he could help and work with us to try out a few beds. Well it just so happens it was Marlin. He remembered who I was and the fact I was at the lake the day before. He was very helpful and assisted us in our decision making and at no time did we feel any pressure to purchase anything. We found the store very well laid out and clean. COVID-19 is going pretty strong in the area and we were pleasantly surprised to see the distancing the employees were maintaining with the customers as well as they sanitized the beds and surfaces between customers. I would highly recommend this location for your...

Buyer Beware. My family and I have been loyal customers for over 20 years. In November, I purchased a bed from Jessi, who misrepresented the delivery timeline. When she realized it would take over a month longer than promised, she had me purchase an unnecessary additional frame to meet the original timeline—without giving me the information or the option to decline the item or choose a different install date.

When the first installers arrived, they told me to return the extra piece because it wasn’t needed. I called Jessi for clarity, and instead of taking accountability, she bad-mouthed the installers, saying they didn’t know what they were doing. A second set of installers, a month later, confirmed the same thing: the piece was unnecessary.

When I called the store again, I was told there was a "knowledge gap" by the sales associate.

After five months, four days of PTO, and countless hours on the phone, I was offered bedding as compensation—which I personally find insulting.

I don’t need a response from Sleep Number. You’ve already shown how little your customers mean to you. This is for the public...