Select Comfort Corporation

Initial Business Response /* (1000, 15, 2014/10/27) */
October 27, 2014
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our [redacted], Mr. & Mrs. [redacted].
Our records indicate that Mr. & Mrs. [redacted] purchased one Sleep Number(r)...

iLE Queen Mattress & Modular Base ($2,349.99 including tax = $2,552.09), one Total Protection Mattress Pad ($215.01), one Standard Legs Kit ($130.31) and Home Delivery [redacted] ($195.47) at one of our retail stores on August 25, 2014. Mr. & Mrs. [redacted]'s order totaled $3,092.88 and was paid with a Visa credit card. Mr. & Mrs. [redacted]'s bed was delivered and set up on August 30, 2014.
Our Exchange and Return Policy and 25-Year Limited Warranty are available on our web site. The Terms and Conditions of Sale are displayed in our stores at each cash register, and the return policy is printed on all printed sales literature advertising the respective products. All policies, the terms and conditions of sale and the limited warranty are available to anyone interested and we invite all prospective customers to read them, ask questions and understand them before making a purchase.
At the time of purchase, all customers are required to sign their [redacted] Order Agreement. Mr. & Mrs. [redacted]'s [redacted] Order included (only pertinent paragraphs listed):
"Sleep Number(r) Bedding Collection Exchange-only Policy: Bedding Collection products cannot be returned for a refund. Within 30 days of receiving your Bedding Collection product, you [redacted] exchange a product for a different Bedding Collection purchase. Exchanges [redacted] only be allowed one time per item purchased. You must provide proof-of-purchase.
"Returns: All returns must be authorized. No unauthorized returns are allowed. If you are returning your mattress, base or set purchase under the 100 Night In-Home Trial policy, you must contact our [redacted] Center (XXX-XXX-XXXX) to obtain a Return Merchandise Authorization (RMA) number before returning the bed to us. Once your authorized return has been completely received by us in a good and sanitary condition, we [redacted] reimburse the full purchase price of the items being returned less shipping or Home Delivery [redacted] Setup fees. Refunds [redacted] be issued to the original method of payment within approximately 21 days. Unauthorized returns [redacted] be destroyed and no credit given. You are responsible for the risk of loss and for shipping fees for returning or exchanging any product. Home Delivery Return Services are available at an additional cost."
Mr. [redacted] signed the Agreement acknowledging all policies were understood at the time of purchase (copy available upon request).
On September 29, 2014, Mr. [redacted] called our [redacted] requesting to return their bed set for a refund and was provided with the three return methods. Mr. [redacted] chose Home Delivery Return [redacted] and understood that the $199.99 fee for the [redacted] would be deducted from their refund. The cost of the Home Delivery & Set-up [redacted] is non-refundable. Home Delivery Return [redacted] (disassembly, packaging, shipping and insurance) is not a complimentary [redacted].
Mr. & Mrs. [redacted]'s Sleep Number(r) iLE Queen Mattress & Modular Base were picked up on October 3, 2014. A refund for $2,482.41 was credited to their Visa on October 4th. Unfortunately, we cannot accommodate Mr. & Mrs. [redacted]'s request for a refund on their Home Delivery & Set-up [redacted] and Home Delivery Return [redacted].
We're truly sorry the bed did not work out for Mr. & Mrs. [redacted] and wish them well. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 17, 2014/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The point is the store. We would not have had to return the bed had it been the bed they said we were receiving. WE were assured the ILE was the exact same bed at the I8 except a little more plush in the top. We were very assistant and was assured by the salesman. We also were told we could not return the mattress pad and we never signed or received anything regarding the return policy. There was nothing posted on this policy and was assured we would get 100% refund if not satisfied with in 100 nights. We could not get any [redacted] from the store nor able to talk to a supervisor. Calls never returned. We were told the mattress cover was needed in order to keep the warrantee on the bed. That looks like that was not true either. If they had been honest with us we would have not had to loose the money for the return, and pad. We would have been able to be happy with the bed. When we spoke with the company we were then told the beds were not the same and never could be. They sent us some different foam but nothing worked. The bed was lumpy and no matter what number we tried it was wrong. We were then told by the company in order to get what we thought we were receiving in the first place we would have had to pay the shipping of the first bed back, shipping to have the I8 sent to us and per the company $2,000 more the cost difference for the I8. At the time of the sale in the store He would not even discuss the price of the I8. He just kept assuring us that the ILE was talking the place of the I8 and was a promotional. He knew we needed softness due to my health issues and he said the ILE had more cushion in the top and that was the ONLY difference in the two beds. He promised us it was the same bed. Why should a store not have to have some responsibility as to doing this to people. I am very sick right now and [redacted] be having surgery on November 17th and this is just adding to our stress. I feel the store should be held responsible for lying to us, not being professions and returning my phone calls and trying to help us. This is all just not right to do to someone when we were so very clear. He also assured us of the 100% return of our money if we were not happy. We were confident in the bed at this point since I could lay on the I8 well and it would be the same bed with a better toper.
I would like someone to provide us with a signed copy of this agreement since we did not sign anything. The only thing that was signed was the sales slip authorizing payment on our Visa card. Nothing was posted at the cash register, on the wall or told to us at time of sale of any return policies. Just that we would receive 100% back if we were not happy. We have been lied to from the very start. Shame on them for running a business like this and Shame on us for trusting there word. This store should have to compensate us for that. That is the least they could do for all they are putting up through. Even though we did not need a mattress pad since we do have a good one I was not asking back for that due to I can't travel to return it and I can at least give it to my daughter to use but they should not get off doing this to ANYONE. If it is the wording then at least pay us for the cost of the pad back. We are out a lot of money already for something that would never have had to happen if they had been honest. Oh, and they only had a tiny display model of the ILE to look at. Nothing to try.
Final Business Response /* (4000, 22, 2014/11/18) */
November 17, 2014
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our [redacted], Mr. & Mrs. [redacted]. I left a voice message for Mr. & Mrs. [redacted] today and emailed them the signed [redacted] Orders for their records.
Again, we are sorry the bed did not work out for Mr. & Mrs. [redacted] and wish them well. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 11, 2015/12/08) */
December 8, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he has experienced in reaching...

out to our company regarding the request to exchange his Split King to a one-piece King bed.
Mr. [redacted]'s complaint was discussed and resolved today with mutual satisfaction. We understand that this has been an inconvenience and truly appreciate his patience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 13, 2015/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept their response, although it took two calls to the corporate office with no response the first time. It wasn't until I mentioned the Revdex.com that they finally responded. I appreciate your help and hopefully everything follows through as mentioned from their company.

Initial Business Response /* (1000, 5, 2015/08/26) */
August 26, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
Ms. [redacted]'s complaint was resolved today on August 26, 2015, with mutual...

satisfaction. We're sorry Ms. [redacted] experienced a warranty issue with her sheets set.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 9, 2015/08/26) */

Initial Business Response /* (1000, 13, 2016/01/29) */
January 29, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We're sorry for the delays Mr. & Mrs. [redacted] experienced in reaching out to our...

company regarding their order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed their order. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted]'s Sleep Number(r) Twin Long p5 and Twin Long FlexFit2, Stone, 1Remote is scheduled to be delivered February 3, 2016. We have appeased $[redacted] back to their VISA. We hope this helps ease some of their frustration.
Best regards,

CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 15, 2016/01/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I am rejecting this response because: This is the most falsified response anyone could write. Me and my husband can not believe not only were we lied to or should I say misguided through the sale of this bed we are continually being lied to. Everything within the sale to the finishing false response has shown me and my husband this is the most disgusting company all the way around anyone could come in contact with. What we are thankful for is we are both employed with the 2 largest employers in Oklahoma which means we are going to make sure every person as many persons we come in contact with we share our disgusting experience with the sleep number company from being misguided to being totally lied about what was exactly said within all conversations. With this being said word of mouth means a whole lot for a business if you are individuals or a company that does not believe that carma will come back around especially with people that work around hundreds of people everyday. In addition I want everyone that works for sleep number to realize if it wasn't for customers you wouldn't have a job right. If all you have to say is lies in your responses leave your responses to yourselves because obviously that's all the people of sleep number know how to lie to the customers. Everything said in that response is totally falsified statements. Thank you Revdex.com for allowing me to write the most truthful complaint and response.

Initial Business Response /* (1000, 9, 2016/01/08) */
January 8, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
Our records indicate that Mr. [redacted] purchased one Sleep Number(r) c4 King Mattress...

with Sleep IQ ($2,299.98 + $161.00 tax = $2,460.98), and Home Delivery & Set-up Service ($179.99 + $12.60 tax = $192.59) at one of our retail stores on August 24, 2015. Mr. [redacted]'s order totaled $2,653.57.
Mr. [redacted] completed a financing application at the store. HELPcard financing is an alternative financing plan that we offer when customers do not qualify for financing through Synchrony Financial. Mr. [redacted] was approved and financed by HELPcard for his purchase. Customers approved for HELPcard financing receive a "HELPcard Terms and Conditions of Sale" sheet detailing all terms at the time of sale. HELPcard also includes the "HELPcard Terms and Conditions" with the first mailed billing statement to the customer, which is typically within 15-30 days after delivery.
Mr. [redacted]'s mattress was delivered on September 2, 2015.
On November 9, 2015, Mr. [redacted]'s daughter called customer service while in Mr. [redacted]'s presence, requesting to return the mattress for return. Mr. [redacted]'s daughter was provided the three return shipping options and they chose Home Delivery Return Service for a fee of $192.59 ($179.99 + $12.60 tax). A return was set up and Mr. [redacted]'s daughter acknowledged that they understood that the cost of the Home Delivery Return Service would be deducted from Mr. [redacted]'s refund.
On November 23, 2015, the mattress was picked up and a refund for $2,268.39 was credited to Mr. [redacted]'s HELPcard account on December 24, 2015. The Home Delivery & Set-up Service and the Home Delivery Return Service totaled $385.18, which would have remained on Mr. [redacted]'s HELPcard account. It is apparent that Mr. [redacted] defaulted on his agreement with HELPcard. I have reviewed the recorded conversations and contend that no one at Sleep Number ever told Mr. [redacted] or his daughter to cease payments. Please also note that no one except Mr. [redacted] can close his HELPcard account.
Sleep Number and HELPcard are separate companies. Due to federal laws protecting the privacy of consumer's financial information, HELPcard cannot provide or discuss our mutual customer's financial transactions or any other facts regarding their individual accounts. Sleep Number cannot alter Mr. [redacted]'s agreement with HELPcard. We recommend Mr. [redacted] contact HELPcard directly at (877) [redacted] with any questions.
Please contact me if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 11, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The HELPcard account was defaulted on due to the extremely slow returns process by Sleep Number. I was informed that the returns process typically takes 3 weeks, which would have left me with ZERO late payments. However, since the process took longer than usual, and I was told that payments could cease when the bed was picked up as Sleep Number would immediately start the returns process with the finance company (HELPcard), payments were defaulted on.
It is apparent not only from the information I have saved from chat records about my return, but also lack of communication after I told Sleep Number I no longer wanted their glorified air mattress, that:
1. Sleep Number is not a company that cares about their customers after the sale. Read other consumer reviews. I am not the only person with this issue.

2. Sleep Number will give you the run-around to avoid answering a question they obviously don't have an answer to.
In conclusion, did I default on the HELPcard payment? Yes I did.
Why did I default on the HELPcard payment? Because Sleep Number could not get their act together for a simple return process.
This is no longer about the defaulted payments. This is about how Sleep Number treats its customers. We are not a number. We are people and deserve to be treated as such when we contact your company before, during, and after the sale.

Initial Business Response /* (1000, 8, 2016/01/27) */
January 27, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We're sorry for the delays Mr. & Mrs. [redacted] experienced in reaching out to our...

company regarding their order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed their order. Mr. & Mrs. [redacted]'s Sleep Number(r) Split Cal King i10 with Split Cal King FlexFit2, Stone, 2Remotes were delivered on January 21, 2016. We understand that this was a tremendous inconvenience and appreciate their patience. We appeased their American Express on December 31, 2015 as a token of our apologies. We hope this helps ease some of his frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 10, 2016/02/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response does not address the fact that I had no response from anyone at Sleepnumber, except the home delivery teaam, who knew nothing except what they were told by 'Corporate'. Call to their customer advocates were unanswered. Contacting Revdex.com was a last resort on my part.

Initial Business Response /* (1000, 5, 2015/04/24) */
April 24, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
Mr. [redacted]'s complaint was resolved with the refund to his credit card on April 21,...

2015. We sincerely apologize to Mr. [redacted] for any inconvenience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2014/11/03) */
November 3, 2014
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. [redacted].
Our records indicate that Mr. & Mrs. [redacted] purchased one Sleep Number(r)...

FlexTop King Mattress & FlexTop King FlexFit2 Adjustable Base, several bedding collection accessories and Home Delivery Service (complimentary delivery & set up) at one of our retail stores on August 16, 2014. Mr. & Mrs. [redacted] paid for their purchase using a Synchrony financing plan. Mr. & Mrs. [redacted]'s mattress and adjustable base were delivered on August 28, 2014.
On October 22, 2014, Mr. [redacted] called our customer service requesting authorization to return both their new mattress and adjustable base. Mr. [redacted] was reminded that their adjustable base is a non-returnable item, but was authorized to return their mattress. Mr. [redacted] was provided with the three return options and chose Home Delivery Return Service. The cost of the initial UPS Shipping or Home Delivery & Set-up Service is non-refundable. Home Delivery Return Service (disassembly, packaging, shipping and insurance) at $199.99, is not a complimentary service.
We're sorry, we have an obligation of fairness to maintain for all of our customers and we cannot accommodate Mr. & Mrs. [redacted]'s request for free Home Delivery Services. Mr. & Mrs. [redacted]'s mattress was picked up on October 27, 2014 and their Synchrony account credited for $3,986.99. We're sorry the mattress did not work out for Mr. & Mrs. [redacted] and wish them well.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2014/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
TV add said nothing about base not returnable with 100 day free trail. They never came to pick-up mattress on day they were supposed to delivery and pick-up man rude on phone and hang-up on me 9pm when ask why he wasn't coming after the time frame was 2pm-6pm.We had the bedding off and everything ready had to remake bed and move things back in place I do not think I should not have to pay pick-up charge of $199 for that kind of service Refund the $199.

Initial Business Response /* (1000, 10, 2016/01/18) */
January 18, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he experienced in reaching...

out to our company regarding his damage claim. Mr. [redacted]'s bed was delivered on June 3, 2014.
Mr. [redacted] was contacted directly by our Field Supervisor on January 4, 2016, regarding his damage claim. Again, we apologize for any inconvenience and hope Mr. [redacted] enjoys his Sleep Number bed.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2016/02/01) */
February 1, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We're sorry for the delays Mr. & Mrs. [redacted] experienced in reaching out to our...

company regarding their order and trial return. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their order and trial return. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted]'s Sleep Number(r) FlexTop King c4 Mattress and FlexTop King FlexFit2, Stone, 2Remotes were picked up on January 20. 2016. A refund for their full purchase price of [redacted] settled with their Synchrony Financial account. We regret we have lost Mr. & Mrs. [redacted] due to our computer conversion.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 10, 2016/02/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I appreciate Sleep Number's response, the information provided is not entirely accurate as of 2/5/15. Our account has not been credited for a full refund. In fact, we are $908.61 short of a full refund. We made two separate purchases through them. The first order included a Flextop King C4 bed $1,949.99, King modular base $449.99, modular base legs $159.99, and mattress pad total protection $219.99 equaling $2,779.96 + $263.40 in tax for a grand total of $3,043.36 for our first order. Only $2,134.75 has been refunded leaving $908.61 that is still owed to us.
Our second order is the only order that has been fully refunded. It included a flex top king adjustable base for $1,499.99 + $114.19 in taxes.
We look forward to being fully refunded by Sleep Number and are not currently satisfied with their response. We hope this can be resolved in a timely manner.
Final Business Response /* (4000, 12, 2016/02/11) */
February 11, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We're sorry for the delays Mr. & Mrs. [redacted] experienced in reaching out to our company regarding their order and trial return. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their order and trial return. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted] can expect a check via U.S. mail within the next 2 weeks. This will satisfy the full refund of their purchase price.
Best regards,
CS Correspondence Specialist
Final Consumer Response /* (2000, 14, 2016/02/12) */

Initial Business Response /* (1000, 5, 2016/02/10) */
February 10, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We're sorry for the delays Ms. [redacted] experienced in reaching out to our company...

regarding her order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed her order. We understand that this was a tremendous inconvenience and appreciate her patience. Ms. [redacted]'s Sleep Number(r) Full cSE Mattress will be delivered within the next 2 weeks. We have applied a credit as a token of our apologies. We hope this helps ease some of her frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 6, 2016/02/10) */

I am rejecting this response because:  we were sold the bed as a package deal - with no details or information that the products were sold separately and could not be returned or exchanged.  Customer service is still terrible and they cannot change the fact that we wasted an entire day of our lives waiting for a delivery that never took place.  And for the company to say that a 12" mattress will work does us no good.  We are going back to the euro top mattress we had prior to the delivery of this sub-par bed from Sleep Number.  Those mattress are much thicker than 12" - AND the company is telling us we now need a rod to keep the mattress from slipping.  If I have to make modifications to the adjustable frame, what good is that?  Not good at all.  And I'm sure that Sleep Number will state that any modifications we made to the base will void the warranty.  Is Sleep Number willing to put that in writing?  That they will not void the warranty if modifications have to be made to the adjustable base?  Is Sleep Number will to accept the liability of that base safely accommodating a different mattress?  And are they will to guarantee that the base will hold the weight of a regular coil mattress without affecting the operation or damaging the mechanisms?In addition, none of the paperwork we received at the purchase has any initials or signatures on them.  Please provide proof that Sleep Number has signed and initialed documents from us.

Initial Business Response /* (1000, 5, 2015/11/13) */
November 13, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they have...

experienced in reaching out to our customer service. Mr. & Mrs. [redacted] will receive a call within the next 3-4 weeks to schedule the delivery of their exchange to a p5 Split King Mattress. We are so sorry for the wait. We understand that this is an inconvenience and truly appreciate their patience.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst

May 31, 2016   Revdex.com of Minnesota & North Dakota   RE:        Case # [redacted]               Dear Revdex.com:   Thank you for the opportunity to...

respond regarding the complaint of our customer, Mr. [redacted].    Select Comfort Corporation responded to Mr. [redacted] complaint filed with the North Carolina Department of Justice, Consumer Protection Division (DOJ) on April 6, 2016, and the DOJ was satisfied with our response.    If the Revdex.com of Minnesota & North Dakota has any question or concerns regarding Mr. [redacted] complaint, please contact our Legal Department directly.   Best regards,   Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 10, 2015/12/16) */
December 16, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they have experienced...

in reaching out to our company regarding their component order. We understand that this has been a tremendous inconvenience. The Topper requested will be delivered via UPS within the next 3-5 business days.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 12, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a sufficient response after having effectively lost two months of the three months we had to become satisfied with the bed or return it. As noted in the original complaint, we already waited two weeks in early October to complain to customer service as we were told by salespeople that it would be futile given the computer changes. Then, after exploring the topper solution with customer service on 10/19, we were promised receipt by the end of the month. If this had happened we would have had two months to test the topper correction, allowing sufficient time to either return the bed or to exchange it for another model. It would be in the company's interest to work with us, especially if we seek an exchange. But, the current proposed solution does not allow us time to either test the correction or to arrange for an exchange. Equally important, normal company policy appears to not permit a testing period with an exchanged model or to permit the return of an exchanged model. But this policy also assumes that we were able to exhaust remedies within the original 100 day period. In order to avoid returning the bed and giving up on Select Comfort by the end of this month, we need to make up lost time caused by delays by the company. Therefore, we at least need an extension of the trial period by another 60 days until the end of February, allowing us to fully test the topper solution or to return the bed. Furthermore, if we decide that the topper does not work for us and select to exchange the bed for another firmer model, we will need another trial period for the new/exchanged model, preferably at least 60 additional days from the date of delivery of the new model. The latter is a reasonable request as we could return the bed, even by the end of this month for example, and then purchase another model in a separate transaction that would permit another 100 days for a trial of the different model. Such a solution, however, would involve some customer service risk and a delay in actually having a bed to sleep on, especially if the company continues to have long delivery delays.
Thank you in advance for considering these proposed solutions in lieu of simply accepting receipt of the topper without time to work on these issues, especially during the holiday period when shipping delays normally occur and we face the end of the original trial period near the end if this month.
Final Consumer Response /* (3000, 18, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the response BUT I was the one who decided to return the mattress and in response Customer Service appropriately waived the pick up charge and the cost of retainer bars. We decided to return the mattress since on two occasions Select Comfort Corp violated Revdex.com response policy, seeking extensions in the time to respond to our complaint. As a consequence, consistent with our complaint, we had insufficient time to test the long delayed topper solution before our 100 day trial period expired. By not following Revdex.com policy for a timely response it gave us no choice but to return the mattress and find another solution to our sleep needs. This is just one more set of examples showing how inefficient and irresponsible the company is.
Final Business Response /* (1000, 16, 2016/01/05) */
January 4, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
Again, we sincerely apologize to Mr. & Mrs. [redacted] for the delays they experienced in reaching out to our company regarding their component order. The topper pad was delivered on December 21st, but Mr. & Mrs. [redacted] have elected to return their mattress for refund. As a token of our apologies, we are providing Home Delivery Return Service at no charge (scheduled for January 8, 2016) and shipped them 2 retainer bars to be used with a different mattress - one retainer bar has been delivered and one is scheduled to ship soon.
Best regards,

Legal Correspondence Analyst

Initial Business Response /* (1000, 18, 2015/01/09) */
January 9, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to outline our perspective regarding the complaint of our customer, Mrs. [redacted].
Our records indicate that Mr. [redacted] purchased one Sleep...

Number(r) 7000 King Mattress and Home Delivery & Set-up Service at one of our retail stores on January 15, 2007. Mr. [redacted]'s order totaled $3,286.36 and was financed through GE Capital financing. Mr. & Mrs. [redacted]'s bed was delivered on January 26, 2007.
At the time of Mr. [redacted]'s purchase, all customers were required to sign their Customer Order which included the following statement:
"IN-HOME TRIAL EXCHANGE POLICIES
3000, 4000, 5000, 7000 and 9000 Mattresses and Standard Foundations In-Home Policy: Choosing a mattress is one of the most important decisions you can make. To ensure that the decision you make is the right one, we invite you to test the SLEEP NUMBER(r) bed in the best place possible; the comfort of your own home. When you purchase one of the SLEEP NUMBER(r) beds listed above, you will have 30 nights after delivery to make sure that you are 100% comfortable. If, for any reason you are not completely satisfied, simply contact our Customer Service team toll-free to arrange for an exchange or return of the product. All you have to do is pay the return shipping costs. Home Delivery set-up fees will not be refunded. Home Delivery Return Services are available for $199.99."
It should be noted that Mr. & Mrs. [redacted] did not buy a Sleep Number Foundation/Base at the time of their purchase. It is still recommended that if a customer uses a box spring to rest their Sleep Number Mattress on, that they cover the box spring with a 5/8" piece of plywood to provide a flat, solid surface for the mattress to rest on. If a Sleep Number Mattress rests on a pliable, flexible surface, it will greatly lessen the life of the mattress. We contend that there is a possibility that the reason Mr. & Mrs. [redacted]'s experienced issues is due to a flexible surface under the mattress and undue stress on the pump tubing and connectors on the air chambers.
Select Comfort's Limited Warranty at the time of Mr. & Mrs. [redacted]'s purchase, was for a term of twenty years, not twenty-five years. Sleep Number does not currently have a repair service department, nor have we had one in the past. Due to the nature of our product, we do not send a technician to a customer's home to do troubleshooting or replace components. An air loss concern can take days to notice, so it is not practical for us to send a technician. Mr. [redacted]'s Select Comfort 20-year limited warranty clearly states, "Customer maintains responsibility for installation of parts replaced under terms of the warranty." Since our components are lightweight, most customers do not find any difficulty in assembling, troubleshooting or replacing a component.
Obviously, since Mr. & Mrs. [redacted] disposed of their mattress, Sleep Number is unable to accept the return of the mattress or provide any partial refund. We deem the trial period an adequate timeframe to honor a return. Mr. & Mrs. [redacted]'s 30-night in-home trial period expired on February 5, 2007. We are sorry the mattress did not work out for Mr. & Mrs. [redacted] and wish them well.
Please feel free to contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 20, 2015/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mattress did not having problems until 2 years after purchase. When the mattress was delivered and installed by Sleep Number, the two techs said that our sold wood frame with the sold wood flat surface for the mattress to rest was an ideal frame. The frame was not the issue. We spent hours on the phone with customer service, who determined that the pump needed to be replaced. I asked them how they could determine that over the phone. After they charged us $300+ for a new pump, the mattress became worse several months later. We are not disputing the $4,200+ we paid for a mattress that only lasted a few years; although we should. We are disputing being charged $300+ for a new pump when it didn't need one. Since the mattress has been dumped, we are asking to be reimbursed in full for a pump that was not needed.
Final Business Response /* (4000, 22, 2015/01/21) */
January 9, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mrs. [redacted].
We replaced Mr. & Mrs. [redacted]'s pump twice under the terms of their 20-Year Limited Warranty. The first replacement was on March 20, 2007 under the terms of their warranty (within first two years - no charge). The second time was on September 17, 2012 and the cost to replace the pump was $120, plus $12.95 for shipping and $169.99 for installation. With tax the total was $327.59.
The limited warranty clearly states, "Customer maintains responsibility for installation of parts replaced under terms of the warranty." Sleep Number does not have a repair service department. Mr. & Mrs. [redacted] requested and paid $169.99 for technicians to come out to their home to install the new pump.
Mr. & Mrs. [redacted] disposed of their mattress. Sleep Number cannot provide any refund. Mr. & Mrs. [redacted]'s 30-night in-home trial period expired on February 5, 2007. Again, we are sorry the mattress did not work out for Mr. & Mrs. [redacted] and wish them well.
Please feel free to contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 11, 2016/01/25) */
January 25, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for any delays she experienced in reaching...

out to our company regarding her warranty concern. Ms. [redacted]'s legs and brackets were delivered via UPS on January 13, 2016 and our techs went back to install them on January 14, 2016. We understand that this was an inconvenience and appreciate her patience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 13, 2016/02/03) */

Initial Business Response /* (1000, 5, 2016/02/15) */
February 15, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
On January 23, 2016 Ms. [redacted] purchased a Tech-E, Storage Lap Desk, Green through...

our website.
We provide all of our customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our products. Our Exchange and Return Policy and 25-Year Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register and all sales literature related to our FlexFit product reflects its no-return policy. All policies, the terms and conditions of sale and the limited warranty are available to anyone interested and we invite all prospective customers to read them, ask questions, and understand them before making a purchase.
A Trial Return has been set up as an exception to our return and exchange policy. Ms. [redacted]'s full purchase price for the Tech-E, Storage Lap Desk, Green will be refunded within 2 weeks of return. We regret we have lost Ms. [redacted]'s business.
Best regards,
CS Correspondence Specialist

June 6, 2016 Select Comfort Customer # [redacted]   Revdex.com of Minnesota & North Dakota   RE:        [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint...

of our customer, Mr. [redacted].   Our records indicate that Mr. [redacted] purchased an i8 FlexTop King Mattress, a FlexTop King FlexFit2 Adjustable Base, and several bedding accessories on April 13, 2016. The bed was delivered to Mr. [redacted]’s home on April 29, 2016 via our Home Delivery Set Up Team.    Mr. [redacted] called our Customer Service Department on June 1, 2016 to set up a return on the bed due to comfort issues.  Our Customer Service Representative (CSR) offered a no cost comfort kit and to extend Mr. [redacted]’s trial period so he could work towards getting comfortable in the bed.  Mr. [redacted] checked with Mrs. [redacted] and she declined the offer.  Mr. [redacted] asked to have mattress picked up by our Home Delivery Take- Down Service.    Mr. [redacted] then stated that he was previously told his order was returnable and asked our CSR to verify.  He was then told the adjustable base and bedding accessories were final sales .  Mr. [redacted] asked to speak to a supervisor.  The supervisor explained the Terms and Conditions of Sale and asked Mr. [redacted] to look at his copy.  He stated he did not recall signing anything.  The supervisor offered to reach out to the store once they opened to verify if the Terms and Conditions of Sale was signed.  Mr. [redacted] thanked her for helping.      Our Sales Professionals are expected to provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our products.  Our Exchange and Return Policy and 25-Year Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register, and the return policy is printed on all printed sales literature advertising the respective products.  All policies, the Terms and Conditions of Sale and the Limited Warranty are available to anyone interested and we invite all prospective customers to read them, ask questions and understand them before making a purchase.  The Sales Professional went over the Terms and Conditions of Sale with Mr. [redacted] in detail and Mr. [redacted] signed the Customer Order AND initialed each respective disclaimer relative to the items he purchased (copy available upon request), including the following:   Adjustable Bases Return/Exchange Policy:  The FlexFit1, FlexFit2, and FlexFit3 Adjustable Bases are not covered under the Sleep Number 100 Night In-Home Trial Policy.  All sales of FlexFit1, FlexFit2, FlexFit3 Adjustable Bases and/or Surround Silhouettes are final.  No returns or exchanges will be authorized or accepted.   Even though he signed AND initialed acknowledging he was aware of the Terms and Conditions of Sale, Mr. [redacted] claimed he was never made aware of the no-return policy on his adjustable base.    Sleep Number has an obligation of fairness to maintain for all of our customers and we cannot make Mr. [redacted] an exception to this obligation.  We are sorry the mattress didn’t work out for Mr. [redacted].  There are many adjustable base friendly mattresses out there.  We hope Mr. [redacted] finds one that works for him soon so he can continue using all of the features he wanted when purchasing his adjustable base.       Best regards, Customer Advocacy Escalation Consultant6