Select Comfort Corporation

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, 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

Initial Business Response /* (1000, 8, 2015/06/15) */
June 15, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
Our records indicate that Mrs. [redacted] purchased a Sleep Number(r) i8 Queen (with...

Sleep IQ) Mattress, a Queen FlexFitTM 3 Adjustable Base, a Total Protection Mattress Pad, two CoolFit Pillows, two In-Balance Pillow Protectors, a Classic Sheets set and Home Delivery Service (complimentary delivery & set up) at one of our retail stores on February 4, 2015. Mrs. [redacted]'s mattress and adjustable base were delivered on March 4, 2015.
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. Mrs. [redacted]'s Sales Professional, Mr. [redacted], contends that he made Mrs. [redacted] aware of the no-return policy on her adjustable base. Mrs. [redacted] did sign her Customer Order Agreement (copy available upon request) acknowledging the terms and conditions of sale were fully understood; which includes the following:
Adjustable Bases: The FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 Adjustable Bases are not covered under the Sleep Number(r) 100 Night In-Home Trial policy. All sales of FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 adjustable bases and/or, Surround Silhouettes are final. No returns or exchanges will be authorized or accepted."
While we regret that Mrs. [redacted] may not find her i8 Queen (with Sleep IQ) Mattress to her liking, their adjustable base is not defective in materials or workmanship. The adjustable base functions as intended and according to Mrs. [redacted]'s calls, is free from defect. Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM Adjustable Bases. There are hundreds of adjustable friendly mattress designs available. As long as an innerspring does not have a border rod in it and is 10-12 inches in profile, it will work just fine. All memory foam mattresses that are up to 12 inches in profile height are compatible as well.
We're sorry, we cannot accommodate Mrs. [redacted]'s request to authorize a return for refund of her King FlexFitTM 3 Adjustable Base.
I am certain that we can help Mrs. [redacted] sleep more comfortably. We are here to assist Mrs. [redacted] and encourage her to call us at [redacted].
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

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

Initial Business Response /* (1000, 8, 2016/01/11) */
January 11, 2016
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 experienced in reaching out...

to our customer service. This is not our normal mode of operation. We recently implemented a complete computer systems conversion, which affected his order.
Unfortunately, Mr. [redacted] chose to cancel his bed order. Mr. [redacted] was charged $3,760.81 on November 30, 2015 and was credited the full $3,760.81 on December 9, 2015. Since the bedding had shipped before he canceled, Mr. [redacted] received the bedding via UPS, but he was kind enough to return it to the store.
Again, we apologize to Mr. [redacted] for any inconvenience and wish him well.

Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/09/24) */
September 24, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
We hope Mr. & Mrs. [redacted] will accept our sincere apologies for the confusion...

regarding the date of their delivery and we regret that Mrs. [redacted] felt that her complaint was not handled appropriately by the scheduler.
We hope that Mr. & Mrs. [redacted] are enjoying their Sleep Number p5 Queen Mattress.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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, 5, 2015/11/04) */
November 4, 2015
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 the delays she experienced in reaching out...

to our customer service team. We understand that this was an inconvenience and appreciate her patience.
Ms. [redacted]'s complaint was discussed and resolved with mutual satisfaction on November 3, 2015.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/11/04) */

Initial Business Response /* (1000, 8, 2016/01/25) */
January 25, 2016
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 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 affected their order and trial return. We understand that this was a tremendous inconvenience and appreciate their patience. We approved a return for refund of Mr. & Mrs[redacted]'s bed. We authorized payment by check as a token of our apologies.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 10, 2016/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I see that in the response from Sleep Number they stated they have issued a refund. If that truly happened we should have either received a paper check, or seen a credit reversal on our card by now.
Also to further confirm how messed up their system is at Sleep Number, a delivery crew came out to pick up our bed. Problem is they already picked it up back in November! The delivery crew was completely embarrassed as they were the same two guys that picked it up then. Not only that but the poor guys got stuck in my driveway and have to call a tow truck.
I as a customer do not know what else to do. We have called multiple times, sent copies of our invoice, made time for their delivery people to pick up our return and when all that failed had to file this original complaint. Each time Sleep Number states that is now how they do things but from our experience that is all we see. Again please just reverse the charge on my credit card so that this will be fixed.
Final Business Response /* (4000, 17, 2016/02/16) */
February 15, 2016
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 experienced in reaching out to our company regarding their refund. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their refund. We understand that this was a tremendous inconvenience and appreciate their patience. We have issued a refund in the form of a check as a token of our apologies. They should expect the check to arrive via U.S. mail within the next 2 weeks.
Best regards,
CS Correspondence Specialist
Final Consumer Response /* (2000, 19, 2016/02/17) */

March 22, 2016
Revdex.com of Minnesota & North Dakota
RE: Ms. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].

Our records indicate that Ms. [redacted] purchased a FlexTop King...

iLE Mattress w/SIQ, a FlexTop King FlexFit3, a FlexTop King Dual Temp Layer, a FlexTop King Total Protection Mattress Pad, a set of Smart Classic Print Midnight FlexTop King Sheets, and four Knee Pillows with Comfort Foam. The order was placed February 22, 2016, and $961.83 was put on a Visa Card, $961.83 was put on a MasterCard, and the remaining amount of $8500 was financed.
Ms. [redacted] changed her mind and cancelled the order on March 10, 2016. Because the bed was cancelled prior to delivery, the financing was never charged. The balance of the order is now $360.46. The Visa Card refund settled on March 10, 2016. The MasterCard refund in the amount of $601.37 also settled on March 10, 2016. The remainder of the balance, $360.46, is pending as the return of the accessories had not settled as of the writing of her complaint. The return closed today March 22, 2016. The credit will move overnight but can take 3-5 business days to post the MasterCard account.
We understand that this has been a tremendous inconvenience and appreciate Ms. [redacted]'s patience.
Best regards,
CS Correspondence Manager

I am rejecting this response because:  I deny all their allegations, I immediately called numerous times requesting assistance when the faulty bed went bad again and they either hung up on me or left me on hold for eternity. Next of all I nor my wife have received any calls from Select Comfort and what person would answer a telephone with Caller ID which I am blind and mine speaks to me, identifies himself/herself and states they are hanging up on somebody. They know that is a total lie. They never mentioned calling me until I cornered them with questions that they refuse to answer and I have not waited 4 years. To get something done. I just decided that after 4 years I was tired of getting jerked around which has not changed and the word is being put on the street about 2 big companies taking advantage of a blind man and they have no response to how they are addressing the issues at hand. THEY BROKE THE PRIVACY ACT and they have refused my questions as to whom released the information and I asked them where out of clear blue did they after notifying the NCOJ that they came up with March 29, 2016 and if you want to buy their story you go right ahead. In my defense if I was going to hang up on them, I would never identify myself and tell them that I am hanging up. I want my money back, I don't want them to fix the bed. I am blind and I spent money that I should have been guided on and they should have turned me over to the bank and told me why they were turning me over to the bank, they did not allow me an option of methods of payment, they did not disclose anything to me.  I have attached some documentation proving what liars they are and how they are running from the truth.

Final Consumer Response /* (2000, 9, 2016/02/01) */
I would like to provide an update concerning this issue. On 1/29/2016 the bed arrived via Home Delivery and was set up and is operational. The Home Delivery employees advised that the delay of our product was apparently the result of the product...

being placed in a shipping trailer that was unable to be located until this week. The company further reimbursed our account $379.00 as a customer appeasement. We are satisfied with the resolution and appreciate anything that your agency has done to assist in resolve of this complaint.

February 20, 2017   Revdex.com of Minnesota & North Dakota   RE:        Mr. [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 King Mattress with SleepIQ, a Modular Base, a Total Protection Mattress Pad, two pillows and our Home Delivery and Set Up Service on April 3, 2015.  Mr. [redacted] called our Customer Service Center on April 18, 2015.   February 12, 2017 Mr. [redacted] chatted with one of our Customer Service Representatives (CSR) about the functionality of his pump.  He said the bed was flat and the pump was not inflating it.  Our CSR walked Mr. [redacted] through the troubleshooting but the issue remained.  A new pump was ordered and it was set up to ship UPS Next Day Air.  Our CSR explained that Next Day Air means UPS will get the product to him one business day from when they receive it.  He also went on to explain that it could take 1-2 days to get to UPS.   Unfortunately, the pump was on backorder which delayed the product getting to UPS.  Mr. [redacted]’s pump was ultimately delivered on February 17, 2017.   At Sleep Number we strive for world class customer service and it’s obvious we fell short of that goal.   We cannot honor Mr. [redacted]’s request for a check for the full purchase price of the mattress.  We apologize for the delay and believe this matter is closed.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 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. [redacted] for the delays he experienced in reaching...

out to our company regarding his order. We understand that this has been a tremendous inconvenience and regret that we have lost his business due to our company-wide computer conversion. Mr. [redacted] canceled his order on November 24, 2015 and was never charged for the bed.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2015/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/09/10) */
September 10, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We hope Mr. [redacted] will accept our apologies for the delay in crediting his...

canceled order. As of September 3, 2015, Mr. [redacted] has received a full refund.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/09/17) */
September 17, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
Our records indicate that Ms. [redacted] purchased a Sleep Number(r) iLE Queen...

Mattress (with SleepIQ), a FlexFitTM 3 Queen Adjustable Base, a Total Protection Mattress Pad, two Knee Pillows, two Pillow Protectors, a Tech-e Pillow and Home Delivery Service at one of our retail stores on August 28, 2015. Ms. [redacted] paid for her purchase with a Visa credit card. We are delighted that Ms. [redacted] chose to purchase her second Sleep Number bed and apologize for any confusion.
Our Sales Professionals provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our products. It's a highly structured process. 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. The Sales Professional who assisted Ms. [redacted] contends that he went over the items purchased in detail. Ms. [redacted] then signed and initialed her Customer Order Agreement (available upon request).
Ms. [redacted] explains in her complaint that she has serious medical issues. While we certainly sympathize with Ms. [redacted]'s medical condition, we do not design, manufacturer or sell medical equipment or hospital standard quality beds. While we encourage our customers to contact us with regard to any issues and are committed to maintaining the highest standards of customer satisfaction, we want to stress that our salespersons are not trained to sell medical products.
The Surround Silhouette is an item that can be purchased with or without the adjustable base, currently priced at $899.00 (plus t/s) in the queen size. Many customers already have bed frame furniture so they don't need a surround. Please note that the Surround Silhouette can only be used with the adjustable base 6.5" standard height legs.
It seems that Ms. [redacted] would benefit from lowering her adjustable base. The standard legs height is a 5" leg with a 1.5" glide (a glide is the flat bottom foot attached to each leg) making the standard legs height a total of 6.5 inches from the bottom of frame to the floor. Ms. [redacted] can remove the 1.5" "snap-on glides" she has now, which may be all the lowering she needs. Or we could provide Ms. [redacted] with "threaded glides" to be used alone, which would result in the bottom of the frame being only 1.5" - 1.9" from the floor and the top of the mattress only about 10.9" - 11.5" from the floor (extremely low). Finally, we do sell 4" legs that can be used alone, which would bring the bottom of the frame to approximately 4" up from the floor. The legs used alone can scratch a floor, so we recommend you use a rubber furniture cup under each leg.
Ms. [redacted]'s implication that Sleep Number is somehow engaged in a scheme to confuse or deceive our customers, particularly senior citizens, is unwarranted and insulting. Our millions of satisfied customers is a testament to our customer-centric business strategy. Ms. [redacted]'s salesperson noted her customer file on September 4th, that she called the store and was considering changing her order to a king size (anticipating her grandchildren's visits), but he recommended she stay with the queen size. The credit card option Ms. [redacted] is referring to is the option of financing with Synchrony Financial. We sincerely believe that Ms. [redacted]'s salesman had her best interest in mind, but we think that he probably should have mentioned the lower legs option to her.
We are willing to ship Ms. [redacted] a set of 4" legs (# 120744) or "threaded glides" (# 107397) at no charge, to help her get ease of use. If Ms. [redacted] would like to take advantage of this limited-time offer, she should contact us at [redacted] within the next 10 business days. If we don't hear from Ms. [redacted] by October 2, 2015, we will understand that she was not interested in the legs or "threaded glides", or perhaps just removing her current "snap-on glides" was sufficient.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2016/01/28) */
January 27, 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 Mr. & Mrs. [redacted] for the delays they experienced in...

reaching out to our company regarding their recent bed order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed Mr. & Mrs. [redacted]'s order. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted] elected to cancel their order and their purchase price will be refunded in full within the next 5-7 business days. The settlement amounts will be $[redacted] on their Synchrony Financial account and $[redacted] on their MasterCard. We regret that we have lost Mr. & Mrs. [redacted]'s business due to our computer conversion.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 15, 2016/02/11) */
As of 2/11/16, I have not received any refunds. The bed was returned on 2/5/16.
Final Consumer Response /* (2000, 18, 2016/02/17) */
Final Business Response /* (4000, 17, 2016/02/17) */
February 17, 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 trial return. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their trial return. We understand that this was a tremendous inconvenience and appreciate their patience.
Mr. & Mrs. [redacted]'s Trial Return has closed and the full purchase price of their Sleep Number(r) Split King i8 Mattress and Split King FlexFit2 adjustable base has been refunded to Mr. & Mrs. [redacted]'s Synchrony Financial account and MasterCard. We regret we have lost Mr. & Mrs. [redacted]'s business.
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 8, 2016/01/15) */
January 15, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they experienced in...

reaching out to our company regarding their refund. We refunded their Synchrony financed account for $317.99 on December 29, 2015. We understand that this was an inconvenience and their patience. The delay was due to our company-wide computer conversion.
Best regards,

Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/06/03) */
June 3, 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 addressed and resolved today on June 3, 2015, with mutual...

satisfaction. We sincerely apologize to Mr. & Mrs. [redacted] for any inconvenience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Select Comfort Corp has completely satisfied all aspects of my complaint. [redacted], from Select Comfort was both helpful and apologetic. I have received and installed a new pump and remote control and they work great. I also appreciate the help of the Revdex.com is resolving this issue

May 7, 2016RE:        Mr. [redacted]Case # [redacted]Dear Revdex.com:Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].Our records show Mr. [redacted] purchased a Split King i8 Mattress, Split King FlexFit+ Adjustable Base...

and six accessory items on October 9, 2011.  The bed was delivered by our Home Delivery Set Up Team on October 20, 2011. Mr. [redacted] called our Customer Service Center on September 23, 2014 stating that his sidewalls were bowing.  We replaced the sidewalls and endwalls for him under his 20 Year Limited Warranty.   On April 27, 2016 Mr. [redacted] called in stating that the bed was leaning and squeaking.  Our representative tried to troubleshoot with Mr. [redacted] to find the root cause of the issue, but Mr. [redacted] did not want to work with her.  Without troubleshooting we wouldn’t know what is needed to resolve the issue.  The representative explained that the warranty for the adjustable base is held by the manufacturer, Leggett and Platt.  She went on to explain that he was provided with that information in his owner’s manual.  He got very upset with the representative and told her to fix the bed and requested a supervisor.  The representative explained that a supervisor was unavailable and offered to transfer Mr. [redacted] to Leggett and Platt.  He did not want to be transferred and ended the call.  Mr. [redacted] called our Customer Service Center again on May 2, 2016 and stated his issues once again. Our representative again tried to troubleshoot with Mr. [redacted] but he wanted a technician to come to his home. Due to the nature of the product, we do not typically send a technician to a customer’s home to do troubleshoot or replace parts. The Limited Warranty clearly states, “Customer maintains responsibility for installation of parts replaced under the terms of the warranty.” Since our components are lightweight, most customers do not find any difficulty in assembling, troubleshooting or replacing a component.  Of course we do understand individual situations and that not everyone can service their own bed.  That’s when we advise our customers to request the help of relative, friend or neighbor for assistance. Mr. [redacted] requested a supervisor but hung up before the supervisor got on the line.We would like to resolve Mr. [redacted]’s issues but in order to do so we will need him to troubleshoot the mattress.  Once we get a diagnosis we will replace any part deemed defective under the terms of his 20 Year Limited Warranty.  If he refuses to troubleshoot we are unable to assist.  Additionally, Mr. [redacted] will need to contact Leggett and Platt at ###-###-#### for any issue with his adjustable base.  They hold the warranty for the adjustable base and will take care of any issues for him.  He has been told this both times he has called in. Best regards,      Customer Advocacy Escalation Consultant