Select Comfort Corporation

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

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

Initial Business Response /* (1000, 5, 2015/06/02) */
June 2, 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 Mr. & Mrs. [redacted] purchased a Sleep Number(r) iLE FlexTop...

King (with Sleep IQ) Mattress, a FlexTop King FlexFitTM 1 Adjustable Base, a Total Protection Mattress Pad, a Down Pillow, a Memory Fiber Pillow, a Classic Sheets set and Home Delivery Service (complimentary delivery & set up) at one of our retail stores on March 1, 2015. Mr. & Mrs. [redacted]'s mattress and adjustable base were delivered on March 16, 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. Mr. & Mrs. [redacted]'s Sales Professional, Mr. [redacted], contends that he made Mr. & Mrs. [redacted] aware of the no-return policy on their adjustable base and recalls specifically stating that the adjustable base is considered furniture and his not returnable. Mr. [redacted] did sign their 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 Mr. & Mrs. [redacted] did not find their iLE FlexTop King Mattress to their liking, their adjustable base is not defective in materials or workmanship. The adjustable base functions as intended and according to Mr. & 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 their King FlexFitTM 1 Adjustable Base.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In our contract under "Returns:" page 3 it indicates "All returns must be authorized. No unauthorized returns are allowed. If you are returning your mattress, "modular base" or "set" purchased under the 100 Night In-Home Trial policy, you must contact our Customer Service Center to obtain a Return Merchandise Authorization (RMA) number." We followed protocol and although elsewhere in the contract it states the cost of the base is non-refunable, we believe the above statement indicated to us that the entire purchase was totally and completely refundable if we were not stafised which our purchase. We believe that the company is very deceptive in providing a three page contract that has vague language regarding the return of the entire purchase under the 100 day trial. We want to again state that we asked several time if the "entire" purchase was refundable and the representative indicated with an emphatic "yes". What are we to do with this when in good faith we took him at his word as a Sleep Number representative and expected complete and total honesty. It should have been made known to us without a shadow of a doubt that there were two separate pruchases being made - one returnable under the 100 day trial and the other being veiled in a three page contract that it was not refundable. Please contact the company again on our behalf and submit our request to have them agree to pick up the base at no cost and refund our money in full except for the bedding. Thank you for your assistance and we trust that Sleep Number will do the right thing. We understand representatives must now initial and date that they have discussed this caveate with the purchaser. Where does that leave us? It indicates this is not the first time this has happened and they are just now taking measures to ensure consumers are indeed aware, but such is not our case so we would ask the company to please pick up the base at no cost and credit our account with the credit card company. Thank you again.
Final Business Response /* (1000, 12, 2015/07/09) */
July 9, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mrs. [redacted].
Mr. & Mrs. [redacted]'s complaint was discussed and resolved on July 2, 2015.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Final Consumer Response /* (2000, 14, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 11, 2016/01/21) */
January 20, 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 delay he experienced in reaching out...

to our company regarding his refund. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected his order. His MasterCard was credited for $437.27 on January 15, 2016. We understand that this was a tremendous inconvenience and appreciate his patience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 13, 2016/01/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A credit was issued to my MasterCard.

October 11, 2016   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 two sets of Khaki FlexTop California King Comfort Dry Sheets on October 3, 2016 and they were delivered on October 6, 2016.  Mr. [redacted] chatted in to our Live Chat Team shortly after 7:00 PM CST the very same day to advise that one of the pillowcases had a hole in it.   Our chat representative explained this was a final sale item due to it being on closeout and advised there was nothing he could do.  We sincerely apologize for the experience.  This was obviously a manufacturing defect and should have been replaced or refunded—no questions asked.  Once I received the complaint I set up an order to replace the entire set.  The sheet set has shipped and, per UPS, is scheduled to be delivered October 12, 2016 by the end of the day.   We appreciate Mr. [redacted] for bringing his experience to our attention.  We will be using his feedback as a training opportunity to prevent other customers from having similar experiences.  We thank Mr. [redacted] for his business and are happy to have him as a member of the Sleep Number family.       Best regards,   Lisa Marie [redacted] Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 14, 2015/11/19) */
November 18, 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 customer service and home delivery.
As a token of our apologies, we have agreed to credit Mr. [redacted] $200.00 once his bed has been delivered on November 30, 2015.
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 /* (3000, 16, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"As a token of our apologies, we have agreed to credit Mr. [redacted] $200.00 once his bed has been delivered on November 30, 2015. "
In regards to this: This was agreed upon when the delivery date was November 16th.
I was later called and informed that my bed has not been built at this time. The next available date would not be until November 30th. The associate calling me said I would be credited 200 dollars. I asked the associate if this was in addition to the earlier 200 dollars. She was unable to answer and said a case manager would be calling me. This was 5 business dates ago and I still have not received a call. I tried attempting a call to the supervisor line today but it went to voicemail. The agent that I had previously spoke with and agreed to the 200 dollars with, Samantha also ensured that she would be looking over my delivery for November 16th. She has not made contact with me. She did not deliver on her personal promise. I would appreciate a call from someone with the power to influence change within this company.
Final Business Response /* (1000, 20, 2015/12/08) */
December 8, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
As a token of our apologies, we have agreed to credit Mr. [redacted] an additional $200.00 today. Mr. [redacted]'s new delivery date is December 11, 2015..
Again, we understand that this has been a tremendous inconvenience and appreciate his patience.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst
Final Consumer Response /* (3000, 22, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My delivery was cancelled today. I called yesterday and waited on hold for 33 minutes to confirm my delivery for today. I had to take a half day at work. When calling the number back to confirm my delivery it rang busy. I called again and was able to get through. I was automatically signed up for Saturday December 26th. The agent was not helpful in setting up a delivery that fits my schedule on a different day saying I would have to cancel on Saturday's date. She had no ability to see what other days were available. She did not care about my lost wages or hardship with dealing with yet another cancelled delivery. The only person that has been helpful has been the supervisor Samantha who offered me additional compensation despite the people that respond to these Revdex.com complaints urging not to. This company is uncaring, has not set reasonable customer expectations, and has offered no explanation of what is going on. Additional compensation is requested for another 15 days of sleeping on a floor.

I am rejecting this response because:  So now the warranty is a limited 20 year.  It's funny how I keep hearing a little something new everytime.  The problem here is that the warranty was never explained to us in the first place.  As u said before, their last response was that the warranty is clearly stated in stores, on the receipt and in the owners manual.  We were never in a store, our receipt printed of the Internet explains nothing and we didn't get an owners manual.  Our circumstances are unique.  We fell through the Sleep Number cracks.  Yes I love the bed.  It's , wonderful, life changing.  That doesn't mean a problem couldn't develop.  The dip in the bed became noticeable a couple years ago.  I assumed it was part of what to expect from an air mattress.  I delayed calling because of that.  I had no idea it could just be the foam topper.  I understand they have a warranty and a warranty process, but that needs to be made very clear to every single customer.  I don't ever want anyone to be in our shoes, so I am passing along our story to every friend and social outlet I can.  My husband and I are both on Disability.  We struggle just to make ends meet.  We were lucky enough to have some extra money to buy the bed in the first place.  We chose a company we thought was fair and trusted.  We knew we could not be buying another bed anytime soon. The above response I found to be insulting and disrespectful.  I feel like that person is being a little condescending and rude.  I am not a child and I do not have limited understanding.  I am also not on trial here.  So they have no obligation to us, as customers we mean nothing.  If there is no obligation to us as customers then who are they obligated to help?  I'll be sure to pass that along to.  I worked in customer service retail for 23 years.  I would have been fired for this kind of treatment.  What happened to the customer is always right?  There are extenuating circumstances in every situation.  There are always exceptions to the rule and if we don't qualify for that no one does.  So apparently the product isn't as good as I thought, if the warranty is only limited in the first place.  Guess they don't really stand behind their product after all.  They talk about fairness and treating all their customers equally.  Hopefully I am not an example of that because they have done neither.  If I'm an example......  How the mighty have fallen.  I don't think we are asking for the impossible here.  It's a foam topper.  It's the right thing to do in our situation.  I don't know how that can't be seen here.  Sleep Number is certainly not the company I thought it was in quality, customer service or fairness.

Initial Business Response /* (1000, 8, 2016/01/04) */
January 4, 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 the delays she experienced in reaching out...

to our company regarding her refund. Ms. [redacted]'s refund for $377.34 settled on December 15, 2015. We understand that this was a tremendous inconvenience and appreciate her patience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2016/01/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you!! I hope you improve you're customer service for future and present customers!

Initial Business Response /* (1000, 10, 2016/01/27) */
January 27, 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. Mr. & Mrs. [redacted]'s Sleep Number(r) ILE Split-King Mattress was delivered on January 21, 2016. We understand that this was a tremendous inconvenience and appreciate their patience. We appeased Sheets, Smart Classic, White, Split King which were delivered January 12, 2016. We hope this helps ease some of their frustration.
Best regards,
CS Correspondence Specialist

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, 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. We understand that this was a tremendous inconvenience and appreciate their patience.
Mr. & Mrs. [redacted]'s mattress and modular base were delivered on November 9, 2015. Our records indicate that they did not order a metal bed frame or base legs. We're sorry for any confusion regarding their order.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 13, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Response is totally inaccurate so I am not satisfied. I did receive mattress, but never received the modular base. My last contact, a few days ago, indicated that they were going to mail out my base, but I still have not gotten an e-mail indicating the shipping was in process. Their response is a good example of what I have been dealing with as you get a different answer every time. The hours I have spent on this is ridiculous.
Customer service has agreed to send complimentary legs with the base which is a start, but meaningless if I never get the product.
They are correct I never ordered a metal bed frame although that is what they attempted to deliver on 11-9-16. They had a king size adjustable frame on the truck for my queen size mattress, so I did not accept. They have a great product, but extremely bad customer service.
After all the time I have spent on this you would think I would think someone would have contacted me to resolve the issue and not make me repeatedly wait 30 to forty five minutes on hold on the phone waiting to talk to someone and never getting resolution. I will let you know if I ever receive my modular base.

Initial Business Response /* (1000, 6, 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].
We hope Ms. [redacted] will accept our apologies for the ordering error. I spoke with...

Ms. [redacted] today. I have placed orders to have the technicians install her daughter's foundation and go out her mother-in-law's home to install the base legs. Ms. [redacted] has accepted this action as resolution to her complaint
Please contact me directly if you have any questions.
Best regards,
CS Correspondence Manager
Initial Consumer Rebuttal /* (3000, 8, 2016/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I cannot accept it at this time. Although the legs were delivered via UPS to my mother-in-law today, at this time no one has contacted us to schedule a time to put the legs on, put together our daughters bed nor inspect our bed. I explained to the caller from Sleep Number yesterday that getting the legs put on my mother in law's bed is of the utmost importance because she is struggling getting in and out of bed, thus hurting her back. The caller said she understood.
The caller from Sleep Number did not ask if this would resolve all of our issues. She only stated that they would like to resolve them.
At no time has Sleep Number identified what will be done to compensate my mother in law or daughter for the lack of service and the inconvenience caused by that lack of service. In a very lengthy email to the company, I identified some possible compensation actions which I could not identify in my original complaint through the Revdex.com because of limited text size.
I will attempt to attach a copy of the email to this complaint response since Sleep Number still has not responded to that email. I think it will explain the full issues at hand so they can be better resolved.
Final Consumer Response /* (3000, 17, 2016/03/03) */
Our issue has not been resolved.
The Sleep Number technicians arrived today to put together our daughter's bed. However, they did NOT have a work order to assign them to fix the problem with our King bed. Nor did they have the straps with them that we are supposed to receive. In addition to this, I mentioned in my email to Sleep Number that we never received the USB drive for our bed.
I told the sleep number technician that we were told they would take care of the issue with our bed when setting up our daughter's bed, but he explained that without the work order he couldn't fix it for fear of getting into trouble with the company. I showed him what was wrong with our bed and he reluctantly looked at it anyway. The screws and plastic clips inside the mattress that bolt it to the foundation had never been tightened by the original delivery team. That is why the mattresses were coming apart and coming off the foundations. He tightened them and the mattresses appear to be better situated now. However, we still have not received the straps to hold the two beds together. Nor has anything been said about us receiving the USB drive that the original delivery team failed to give us.
Final Business Response /* (4000, 19, 2016/03/10) */
March 10, 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]. We apologize that the technicians did not leave the blank USB stick at the point of delivery. The USB stick is used for our customers that do not have a smart phone or tablet. It is not necessary for the functionality of the SIQ should the customer have the required devices and is generally taken back if not needed. Ms. [redacted] has been on-line using SIQ and has not phoned in with any issues. Ms. [redacted]'s bed straps were received on 3/3/15 and our delivery team has reached out to schedule the install.
Again, we apologize for Ms. [redacted]'s experience and want her to know we appreciate her business.
Please contact me directly if you have any questions.
Best regards,
CS Correspondence Manager

May 9, 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].   Mr....

[redacted] had two defective Upholstered Bed deliveries.  After the second, on April 17, 2017, he opted to just cancel the order.  The refund for this settled back to his Visa card on April 29, 2017.  The refund is showing as two separate entries one for $2110.11 and another for $109.94.  If Mr. [redacted] is not seeing this on his Visa statement we encourage him to contact our Customer Service Center at 800-472-7185 so we can look into this for him.   Additionally, when Mr. [redacted] called to order parts on April 20, 2017, our Customer Service Representative did not advise of the prorated cost for replacement or push the order through.  For that we apologize and want Mr. [redacted] to know that we have done proper coaching for the error.  Since there was no mention of any prorated cost on the phone call, the order has since been pushed through at no cost to Mr. [redacted].    Sleep Number prides itself on world-class customer service and it’s obvious that we feel short of the goal.  We’re terribly sorry for the experience and are using it as a training opportunity to prevent anything like this from happening again going forward.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2015/09/03) */
September 3, 2015
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. & Mrs. [redacted] purchased a Sleep Number(r) p6...

California King Mattress & Modular Base ($3,549.98 + tax = $3,858.83) and Home Delivery Service ($179.99 + tax = $195.65) from one of our retail stores on May 1, 2015. Their order total was $4,054.48 and paid for using a Synchrony financed plan. When the Home Delivery team tried to install it on May 13, 2015, it was discovered that Mr. & Mrs. [redacted] had a Standard King bed frame, not a California King frame, so we exchanged it and delivered the Standard King set on May 28th, 2015.
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.
All of our calls are recorded. On August 4, 2015, Mrs. [redacted] called our customer service requesting authorization to return their bed for a refund and was provided with the return shipping options, which are:
You can return it using a carrier of your choice and you are responsible for any shipping charges.
Or, we can set up ARS pre-paid shipping labels that will be deducted from your refund (for a fee of $29.99 per box). These labels will include insurance and all the necessary information to ensure timely processing of your refund (Return Merchandise Authorization number, your address, our address, etc.).
Or, you can choose our Home Delivery Return Service. Technicians come to your home, disassemble, package and ship the bed back to us. The cost for this service is $179.99 and is deducted from your refund.
After the Customer Service Representative (CSR) recited the return shipping options, Mrs. [redacted] said, "Can you hold a minute and I'll go talk to him?" and the CSR replied, "No problem." Mrs. [redacted] came back on the line a minute later and stated, "Okay, he said to go ahead and schedule it to be picked up." The CSR proceeded to set up the return with Home Delivery Return Service and gave Mrs. [redacted] the RMA (Return Merchandise Authorization) number 4491297, as well as their refund total of $3,678.84.
Mr. & Mrs. [redacted]'s p6 California King Mattress & Modular Base were picked up on August 11, 2015 and their Synchrony account was credited for $3,678.84. This credit would have left a balance of $375.64 on their Synchrony account - $195.65 for Home Delivery & Set-up and $179.99 for the Home Delivery Return Service.
Sleep Number and Synchrony Financial are separate companies. Due to federal laws protecting the privacy of consumer's financial information, Synchrony cannot provide or discuss our mutual customer's financial transactions or any other facts regarding their individual accounts. Sleep Number cannot alter Mr. & Mrs. [redacted]'s agreement with Synchrony. We recommend Mr. & Mrs. [redacted] contact Synchrony directly at 1-800-250-5411 with any questions.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
do not know what SYCHRONY would have to do with the with the home delivery and home delivery return charges since it was there mattress being returned to them
Final Business Response /* (4000, 9, 2015/09/10) */
September 10, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
Mr. & Mrs. [redacted] chose the Home Delivery & Set-up Service and Home Delivery Return Service. The cost of the Home Delivery & Set up Service is non-refundable. Home Delivery Return Service (disassembly, packaging, shipping and insurance) is not a complimentary service. It is common for convenient services that require the high cost of fuel and labor, to be to be priced accordingly.
We're sorry; we cannot accommodate Mr. & Mrs. [redacted]'s request for free Home Delivery Services. We're sorry the bed did not work out for them and wish them well.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

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, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for any delays she experienced in reaching out...

to our company regarding her recent bed order. We understand that this was an inconvenience and appreciate her patience. Ms. [redacted] elected to cancel her order so her Visa was credited on January 4, 2016. We regret that we have lost Ms. [redacted]'s business due to our computer conversion.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 10, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have replied to the Revdex.com that they credited my credit card on January 4th 2016 and this is a BOLD FACED LIE!!!! They have NEVER credited my credit card. I received a "vendor check" in the mail and deposited it into my checking account on January 19th, 2016. It is now 9 business days later and the check from Select Comfort HAS NOT CLEARED YET and my bank has yet to be paid!!!! My bank has advised me not to use the funds until they can get payment from Select Comforts bank for fear that it bounces.
I have filed a dispute with my credit card (Barclays)company which has thankfully put a "temporary credit" on my card, (which is from Barclays, NOT select Comfort) so I would not be charged interest while I wait, excuse me, fight for the refund.
I do not believe that Select Comfort has the funds in their checking account to cover this check. I have a fear that this check will bounce and I will be out $2,138.38 that this "refund check" that was sent to me on a vendor check. I AM BEYOND FRUSTRATED WITH THIS COMANY AND BELIEVE THAT THE ONLY REASON THEY ARE STILL SELLING BEDS IS PAY OFF OLD DEBT AND THERE ARE NO BEDS TO BE HAD. I believe this is called a Ponzi Scheme. I cannot believe the lie that has been told to the Revdex.com to try to get out of this. And why would they tell me over the phone back on January 4th that my card would be refunded and instead send me a "vendor check" 2 weeks later??!! This is not appropriate way to refund a customer who used a credit card to purchase and item. THIS COMPANY NEEDS TO BE INVESTIGATED!!

I am rejecting this response because:
A) the chat log supplied has been edited removing information.  B) my wife was promised an email confirming the order was cancelled, the phone rep confirmed her email to send the notification to.C) we just received in the mail our sleep number credit card, despite being told multiple times that we would not be receiving ANYTHINGD) the both live chat representatives were arrogant and rude and did not offer any help or recourse.  the one continued being cheeky with responses like "oh, ok, cool. can I help you with anything else", after not helping.  when I asked for a direct contact at the company, he refused saying he didn't know the names, or phone numbers of anyone, not even his direct supervisor.  to which I commented that he must be very lonely at work on account of not knowing anyone.E) the same rep promised that i'd get a personal apology from someone to make up for this F) after waiting on facebook chat for HOURS and not being replied to, I posted to their wall 4 times asking for assistance.  i was blocked after encouraging other disgruntled customers to review their service on consumer affairs and on here as well.  i was rapidly blocked after posting that to the first three angry customersG) I was promised there as well that someone would PERSONALLY apologize to my wife, corporate claimed they called my wife twice, but unsurprisingly, she had no missed calls.  i re-confirmed the number with them and they called her twice, neither time leaving an apology on her voicemail but asking her to call them backH) I filled a consumer affairs report because I knew that they would not honor their promisesI) they promised that nothing would be coming to us on consumer affairs as wellJ) but the main reason I am rejecting their offer is because they are not offering anything.  they have made a lot of promises that they have not honored, they have lied to my wife and I, they have been rude and dismissive to my wife and I, they overcharged us and have tried to make it sound like they are doing us a favor by adjusting the $100 promotion to the correct $200 promotion, and now I am going to have to start this ENTIRE process over again to insure that this company doesn't damage my wife's credit card.  even inside of this dispute, there representatives are rude and have straight up manipulated the chat logs to paint a story that perpetuates the deception and poor customer service.

Initial Business Response /* (1000, 5, 2015/06/18) */
June 18, 2015
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 a Sleep Number(r) 5000 King Mattress...

and Modular Base set at one of our retail stores on December 23, 2003.
Mr. [redacted] called our customer service on November 6, 2008 and on May 31, 2011, both times to complain that parts in his bed were broken down. We generously replaced components at no charge to Mr. [redacted], as an exception to his 20-Year Limited Warranty. Mr. [redacted]'s 20-Year Limited Warranty states,
"What is not covered:
Conditions arising from normal wear and tear. (Conditions arising from normal wear and tear include, but are not limited to: mattress cover compression, foam compression, or discoloration of components.)
Damage from tampering with any component or from opening the Firmness ControlTM System.
Damage from misuse or abuse of the warranted product or component.
Damage from laundering or dry-cleaning.
Acts of God, such as but not limited to lightening damage."
What we will do:
Select Comfort, at its option, will repair or replace the defective product or component at a cost to the original purchaser based on the following table. The "price" is the price of the defective product or component at the time the warranty claim is made, or the price of comparable product or component if the original product or component is no longer in production.
For example, if a warranty claim arises 12 years after the original purchase date, the cost to the original purchaser would be 68% of the price (that is, 20% plus 4% for each of the 12 years) and Select Comfort would be responsible for the remaining 32% of the price.
Select Comfort reserves the right to substitute products or components of equal or better quality, and to use or deliver refurbished products or components, in the repair or replacement of any product under this limited warranty.
We're sorry, we cannot accommodate Mr. [redacted]'s request for any component replacement again at no charge. Mr. [redacted] can call us at [redacted] to discuss his concerns and we will replace any components deemed necessary under the terms of his 20-Year Limited Warranty.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/03/12) */
March 12, 2015
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 a Sleep Number(r) c2 Queen Mattress, a...

Queen FlexFitTM 1 Adjustable Base, a Queen Total Protection Mattress Pad and Home Delivery Service (complimentary delivery & set up) at one of our retail stores on December 6, 2014. Mr. & Mrs. [redacted] paid $2,252.47 using a Synchrony financed account and their mattress and adjustable base were delivered on December 20, 2014.
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. Mr. [redacted] did sign his Customer Order Agreement (copy available upon request), acknowledging the terms and conditions of sale were fully understood; which included 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."
On December 26, 2014, Mr. [redacted] called our customer service saying that they were having comfort issues. Mr. [redacted] was offered a foam topper pad in an effort to customize his comfort and he agreed to try it.
On January 6 2015, Mr. [redacted] called our customer service saying that they were still uncomfortable and wanted to return their bed for a refund. The Customer Service Representative did remind Mr. [redacted] that the adjustable base was a "final sale and yours to keep", but it appears that Mr. [redacted] may have taken that to mean that we expected him to only return the mattress and he would receive a refund for both the mattress and the adjustable base.
While we regret that Mr. & Mrs. [redacted] might not find their c2 Queen Mattress to their liking, their adjustable base is not defective in materials or workmanship. The adjustable base functions as intended and according to Mr. [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.
Mr. [redacted] was provided with the return shipping options and chose to return his c2 Queen Mattress with a basic return shipping label that we emailed to him. Mr. [redacted]'s Synchrony account was credited for $743.74 on January 25, 2015.
We're sorry the mattress did not work out for Mr. & Mrs. [redacted]. We cannot accept a return of Mr. & Mrs. [redacted]'s Queen FlexFitTM 1 Adjustable Base.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They responded saying that their sales professionals provide all information necessary which is false. At no time was I told it was not refundable. We were told the bed was Fully Refundable not just mattress. And when I called custerner service again I was never told as they state. They withheld that and it is misleading to tell customers that the bed is fully refubdable. I would never have made such an expensive purchase if they told the truth. That is deceiving a customer. Not good customer service at all. I would like a refund because we were lied to and deceived by this company.

Initial Business Response /* (1000, 11, 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 on August 5, 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, 12, 2015/08/26) */
They have refunded my order. Thus, my complaint was resolved. Thank you.

Initial Business Response /* (1000, 8, 2015/12/14) */
December 14, 2015
Select Comfort Customer # [redacted]
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].
We sincerely apologize to Mr. [redacted] for the delays he has experienced in reaching out to our company regarding the delivery of his bed.
Mr. [redacted]'s c2 Queen Mattress and Modular Base is scheduled to be delivered on December 24, 2015. We understand that this has been an inconvenience and truly appreciate his patience.
A Queen Lyocell Sheets set (stone color) will be shipped to Mr. [redacted] within the next within 4 weeks, as a token of our apologies.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Shipping contacted me today (12/22/2015) from [redacted] to advise that my bed would NOT be delivered 12/24 as earlier promised for the 2nd time due to "missing parts still not received by factory in South Carolina. The shipping representative did not have additional information regarding what part(s) are missing nor where the part(s) are coming from... She apologized and said all she could do is schedule another ship date of 01/15/2015; however, she could not guarantee the parts would be received nor the bed delivered in January. Please contact seller to see if someone at the factory can contact me with information regarding the missing part(s), where the part(s) are coming from and IF I will EVER receive a bed or if I need to cancel order, ask for refund. They took my money 10/26/2015, I have a house full of holiday travelers and had to go to WALMART and spend $75 on an inflatable bed. This continued drama full of empty promises is NOT how I expected to spend my holiday time. [redacted]
Complaint Response Date bumped because: Holiday
Final Business Response /* (1000, 20, 2016/01/26) */
January 26, 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. [redacted]. Mr. [redacted] elected to cancel his order. As of January 19, 2016, Mr. [redacted] has received a full refund. We hope the Queen Lyocell Sheets set delivered to Mr. [redacted] on December 21, 2015, will help ease some of his frustration. We regret that we have lost Mr. [redacted]'s business due to our computer conversion.
Best regards,
Legal Correspondence Analyst
Final Consumer Response /* (2000, 22, 2016/02/05) */

Initial Business Response /* (1000, 7, 2015/11/18) */
November 18, 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 delay of picking up of their...

mattress, which was on November 14, 2015. The refund of $1,800.00 will be credited to their Synchrony financed account.
We understand that the delay was an inconvenience and truly appreciate their patience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 9, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We paid for this mattress with PART their credit card they spoke of from Synchrony Bank in the amount of $1800.00 AND also our DEBIT CARD which was $1733.14. Both of these should be credited completely, and yes they finally did pick up their mattress and everything with it.
Final Business Response /* (1000, 19, 2015/12/22) */
December 22, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up again regarding the complaint of our customer, Mr. [redacted].
iLE King Mattress w/ SIQ UPS 3022.73
Total Protection Mattress Pad Rcvd at Store 164.77
In-Balance Layer Rcvd at Store 157.28
CoolFit Pillow UPS 112.34
In-Balance Pillow UPS 97.36
Pillow Protector UPS 41.19
Pillow Protector UPS 41.18
Freight UPS 96.29
Total 3733.14
Our records indicate that Mr. [redacted] purchased a Sleep Number(r) iLE King Mattress with Sleep IQ, a Total Protection Mattress Pad, an In-Balance Layer, a CoolFit Pillow, an In-Balance Pillow, two Pillow Protectors and UPS Shipping at one of our retail stores on August 29, 2015. Mr. & Mr. [redacted]'s bed was delivered in 3 boxes via UPS on September 3, 2015. The Pillow Protectors, CoolFit Pillow and In-Balance Pillow were delivered in 1 box via UPS on September 4, 2015. The Total Protection Mattress Pad and the In-Balance Layer were received in the store on the date of purchase, August 29, 2015. The total of Mr. [redacted]'s order was $3,188.61 and was paid for using a Synchrony Bank financing plan for $1,800.00, a MasterCard for $1,733.14 and a promotional marketing certificate for $200.00.
On September 10, 2015, Mr. [redacted] went back to the store and exchanged his CoolFit Pillow for an In-Balance Pillow, which resulted in a credit of $14.98 to his Synchrony account on September 18, 2015.
On October 21, 2015, Mr. [redacted] contacted our Customer Service requesting a return for refund of his mattress and chose Home Delivery Return Service ($179.99 + 7% tax = $192.59), which was deducted from his refund.
Mr. [redacted]'s refund credits were as follows:
$ 14.98 Synchrony 9/18/15 (exchange to In-Balance Pillow refund)
$1,800.00 Synchrony 12/2/15 (mattress return)
$ 112.34 Synchrony 12/2/15 (exchange transfer- this should not have been credited)
$1,927.32
$ 717.80 Mastercard 12/2/15
As you can see, we over-credited Synchrony $127.32 more than Mr. [redacted] had financed, so if he hasn't already, he should have received two checks from Synchrony totaling $127.32.
Total refunds were $2,645.12. The non-refundable UPS Shipping was $89.99 and Home Delivery Return Service was $192.59 = $282.58. Mr. [redacted] still has bedding with a total value of $599.14:
Total Protection Mattress Pad 164.77
In-Balance Layer 157.28
In-Balance Pillow 97.36
In-Balance Pillow 97.36
Pillow Protector 41.19
Pillow Protector 41.18
Total $599.14
Due to our company-wide computer conversion, we have over-credited Mr. [redacted] by $338.23, plus the cost of one In-Balance Pillow ($97.36), for a total of $435.59, which we are willing to allow. If Mr. [redacted] has any questions regarding his Synchrony, we recommend he contact them directly at 800-250-5411.
Best regards,
Legal Correspondence Analyst
Final Consumer Response /* (2000, 22, 2015/12/23) */