Select Comfort Corporation

Initial Business Response /* (1000, 11, 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 sincerely apologize to Ms. [redacted] for the delays she 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 affected her order and delivery. Her bed was delivered on January 14, 2016. We understand that this was a tremendous inconvenience and appreciate her patience. We did apply an appeasement to her Visa as a token of our apologies.
Best regards,
Legal Correspondence Analyst

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, 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.

May 17, 2016 Revdex.com of Minnesota and North Dakota RE:        Ms.  [redacted]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 frustration she has experienced in regards to her refund.   We understand this was a tremendous inconvenience and appreciate her patience.  According to our records, Ms. [redacted] purchased an i8 FlexTop King Mattress, a FlexTop King FlexFit2 Adjustable Base and several bedding accessories on July 12, 2015.  The mattress and base were delivered via our Home Delivery Set-Up and Installation Team on September 4, 2015. Ms. [redacted] called our Customer Service Department on October 28, 2015 to initiate a return on the mattress as she was not comfortable.  Ms. [redacted] acknowledged that she understood that the adjustable base was a final sale item.  Ms. [redacted] questioned how the refund would be processed and our Customer Service Representative explained all refunds go back to the original form of payment.  Ms. [redacted] expressed her concerns as the Visa account used to purchase the bed had been closed.  Our representative explained that the financial institution would then send a check. She was fine with this answer.  By her own admission, Ms. [redacted] called our Customer Service Department several times and received the same answer when questioning her refund. Select Comfort credited the money back to the issuing bank, per protocol, and they now have the funds. She was advised to contact the issuing bank to have the credit balance sent back to her. While they may not be able to credit the closed account, they will get the credit balance to Ms. [redacted].  This is typically done via check.  We recommend she call the financial institution and request this of them.  Additionally, Ms. [redacted] can contact the Credit Bureau or the Banking Regulator in her state for information on how to recover her money from the institution that accepted the funds.  We’re sorry the mattress didn’t work out for her and wish her well.   Best regards,                              Customer Advocacy Escalation Consultant

Final Consumer Response /* (2000, 5, 2015/10/08) */
This has been resolved. Finally received the refund today.

Initial Business Response /* (1000, 5, 2015/10/28) */
October 28, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
Ms. Potts's complaint has been resolved. Ms. [redacted]'s HelpCard financing account...

was credited in full on October 17, 2015.
We apologize to Ms. [redacted] for any inconvenience and wish her well. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/10/29) */
Yes this issue has been resolved, thank you
[redacted]

Initial Business Response /* (1000, 7, 2016/02/03) */
February 2, 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 Sleep Number(r) p5, Split King, Mattress and Stone, P/I/M Series and Modular Base, King were picked up on December 16, 2015. A check was settled and mailed to Mr. & Mrs. [redacted]. On January 25, 2016 Ms. [redacted] informed us she received her refund check in the mail.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 9, 2016/02/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While I find the length of time to resolve our issue unacceptable I am satisfied that we finally received the refund which was due.

July 7, 2016   Revdex.com of Minnesota & North Dakota     RE:        Ms. [redacted] 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 King p6 Mattress and Base and an additional remote on May 28th, 2012.  The bed was delivered by our Home Delivery Set Up Team on June 7, 2012.   Ms. [redacted] called our Customer Service Center on February 23, 2015 stating that she had been experiencing air loss for three months.  Our representative advised Ms. [redacted] to swap the hoses from one side of the mattress to the other.  In doing so we would be able to diagnose whether it was the pump or the air chamber causing the air loss.  Ms. [redacted] was asked to call us back with the results.  Ms. [redacted] called back into our Customer Service Center on March 5, 2015 and stated that the same side continued to lose air when the hoses were swapped.  Our representative gave her the prorated replacement cost and placed the order.  Our representative also explained there would be a 30 day guarantee on the replacement chamber and that it would be a final sale. Our representative failed to request the faulty chamber be returned to us.  Should a chamber fail within the first 5 years of ownership, our 20 Year Limited Warranty requires that the chamber be returned to us for quality assurance testing.  The customer is responsible for the return shipping.   Ms. [redacted] called our Customer Service Center again on December 17, 2015 stating she was again having air loss. Our representative gave the hose swapping instructions as well as capping instructions and asked that Ms. [redacted] call back with results in 24-48 hours. On December 18, 205 Ms. [redacted] called into our Customer Service Center and requested the closure caps.  Ms. [redacted] was again asked to call us back with the results of the troubleshooting.  The order was placed and the caps were received on December 24, 2015.   Ms. [redacted] called into our Customer Service Center on February 1, 2016 and the order was placed for the replacement air chamber under the terms of her 20-year Limited Warranty.  The air chamber was delivered on February 8, 2016.  A return label was sent so Ms. [redacted] could return the defective chamber to us.   Ms. [redacted] chatted in to our Customer Service Center on February 10, 2016 asking for a credit for the returned chamber. In reviewing the live chat session, our representative told Ms. [redacted], in error, that she would be getting a refund for the returned chamber.    Ms. [redacted] chatted with our Customer Service Center on April, 15th, 2016 looking for her credit.  It was explained to her at that time that the file was not noted with that information although it showed in the chat session.    Unfortunately, Ms. [redacted] had to call our Customer Service Center again on June 20, 2016 to inquire about her refund.  The representative apologized and reached out to our Finance Department to ensure the entry to credit Ms. [redacted] would be completed.   Select Comfort does not credit back funds paid for parts replaced under the limited warranty, and we sincerely apologize for the misinformation.  It is our goal at Sleep Number to provide world-class customer service and it’s obvious we fell short of that goal.  Because a credit was promised, we have issued a credit back to Ms. [redacted]’s MasterCard.  We show the credit settling on June 21, 2016.  It can take the receiving financial institution up to 7-10 business days to post the credit on their side.  If Ms. [redacted] has not seen the credit post to the MasterCard we recommend she contact the credit card company with any questions or concerns.    We are terribly sorry for the inconvenience the delay in resolution has caused.  Additionally, we will use this experience to further train our representatives to ensure issues of this kind do not affect any of our customers going forward.     Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2014/10/14) */
October 14, 2014
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
Per Ms. [redacted]'s request, her order was refused and canceled. We hope Ms. [redacted]...

will accept our sincerest apologies for the frustration and inconvenience she has experienced with the delay of her refund. I can assure you that the problems that occurred do not happen frequently and certainly should have been handled differently. This is not our normal mode of operation. Our mission at Select Comfort is to provide World-Class Customer Service and it is apparent that we fell short of that mark in this case.
We refunded Ms. [redacted]'s Synchrony financing account in full on October 10, 2014.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2014/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company contacted me to clear up the issues but as of today, it has not been resolved. The representative stated I would be credit and I was and them 2 days later I was recharge $1625.60. I contact the finance company and they stated they cannot assist me and I must contact the store and I contact the rep that responsed to yoru contact and she said she would contact the finance company. There is alot of back and forth and no resolution. Please help. Thank you.

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) */

April 11, 2016 Revdex.com of Minnesota & North Dakota RE:  Mr. [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted]. Our position remains the same.  We find the following warranty information to be quite clear as to the reason for our position: Select Comfort Corporation warrants to the original purchaser that the accompanying product will be free from defects in material and workmanship for a period of 5 years from the original invoice date.  This Limited Warranty does not cover conditions resulting from normal wear and tear.  Use of the product diminishes the loft of the filling material.  Since this is an anticipated characteristic of the product, Select Comfort makes no warranty with respect to the natural compression of the filling material.  All cleaning must be done in accordance with the care instructions.  ANY IMPLIED WARRANTIES APPLICABLE TO THE PRODUCT, INCLUDING ANY WARRANTIES OF MERCHNATABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ARE LIMITED IN DURATION TO THE DURATION OF THIS WRITTEN LIMITED WARRANTY.  If Sleep Number replaced a customer’s pillow every two years, we would never sell any new pillows. We cannot accommodate Mr. [redacted]’s request to replace his pillow for normal wear and tear. Once again, please understand that 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. Best regards, CS Correspondence Manager  [redacted]

Initial Business Response /* (1000, 5, 2016/03/12) */
March 12, 2016
RE: Ms. [redacted]
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 frustration she has...

experienced in regards to her recent Sleep Number purchase.
According to our records, Ms. [redacted] purchased an i8 Queen Mattress and a Queen FlexFit+ Adjustable Base. This was delivered by our Home Delivery Team on September 3, 2011.
On May 16, 2014 Ms. [redacted] called our Customer Service Department stating mattress did not feel as firm as it had before. Ms. [redacted] was asked to check the topper pad and was emailed the troubleshooting instructions. She was also given a price quote of what the replacement cost would be under the terms of her 20 Year Limited Warranty. She never called back to place the order.
Ms. [redacted] purchased a Queen c2 Mattress only on February 7, 2016 on SleepNumber.com. This bed was delivered on March 1, 2016 by our Home Delivery Team.
On March 7, 2016 Ms. [redacted] called our Customer Service Department and stated that the i8 had the air chambers installed upside down and the hoses stapled to the air chamber. We do not bring tools to install our beds as they aren't necessary, and we certainly wouldn't staple an air mattress. Ms. [redacted] asked us to cover the cost of her new bed due to the "faulty" installation. Ms. [redacted] was advised of the other options she had in regards to the i8 bed and got angry and requested a supervisor. The supervisor ended the call with Ms. [redacted] after she told her to "go f_ _k yourself." All calls in and out of our Call Center are recorded for quality assurance.

The choice to purchase the new mattress was entirely hers. She was aware, back in 2014, that we could fix the bed for her. She did not contact us about any issues since 2014, rather just bought a new mattress. Ms. [redacted] could have refused the new mattress and we still could have fixed the old mattress. She chose to keep it.
We will not be able to accommodate Ms. [redacted]'s request give her the new mattress free of charge.

Best regards,
CS Correspondence Manager
Initial Consumer Rebuttal /* (3000, 7, 2016/03/15) */
FIRST OF ALL, I DID USE BAD LANGUAGE TO THE SUPERVISOR WHEN I ASKED IF THE RECENT INSTALLERS COULD BE ASKED HOW THEY FOUND THE INCORRECT INSTALLATION IN MY HOME. HER RESPONSE WAS "WELL, I WON'T BE DOING THAT!" ALSO, THIS WAS AFTER SPENDING OVER 3 HOURS ON HOLD LISTENING TO SLEEP NUMBER COMMERCIALS. WHEN ANYONE CALLS SLEEP NUMBER CUSTOMER SERVICE THAT IS WHAT CONSUMERS HAVE TO ENDURE. THESE COMMERCIALS REPLAY 7 OR 8 TIMES OR MORE BEFORE YOU CAN SPEAK TO ANYONE. I WAS DISCONNECTED, HUNG UP ON WHEN I ASKED TO SPEAK TO A SUPERVISOR ALL ON THE SAME DAY.
ON AUGUST 25,2011, I PAID SLEEP NUMBER OVER $5,000. THE MATTRESS THAT WAS INSTALLED INCORRECTLY COST $2200. I ALSO PAID FOR THE INSTALLATION OF THE MATTRESS BY SLEEP NUMBER PERSONNEL. I REMEMBER THE INSTALLERS TALKING ABOUT BEING UNSURE ON HOW TO INSTALL THE MATTRESS, WHICH I OVERHEARD AND ASKED ABOUT IMMEDIATELY. THE INSTALLERS FROM SLEEP NUMBER ASSURED ME THAT EVERYTHING WAS FINE. THEY CAME IN WITH LARGE BAGS OF TOOLS, ETC TO DO THE INSTALLATION. IN FACT, THE INSTALLERS WHO CAME ON THURSDAY, MARCH 1,2016 CARRIED A LARGE BAG OF TOOLS, ALSO. THE NEW INSTALLERS WERE THE ONES WHO SHOWED ME HOW THE MATTRESS WAS INSTALLED UPSIDE DOWN. ON THE SIDE FACING UP ON MY MATTRESS IT SAID "THIS SIDE DOWN." THEY ALSO SHOWED ME THE OXYGEN TUBES WHICH WERE STAPLED TO THE FRAME. I WISH THAT THEY HADN'T DONE THAT BECAUSE NOW I HAVE TREMENDOUS BACK PAIN FROM THE MATTRESS FALLLING APART ON ME. I HAVE SPINAL STENOSIS AND I JUST HAD AN MRI TO EVALUATE THE NEW DAMAGE THAT I MAY HAVE TO MY SPINE FOR SLEEPING ON THEIR INCORRECTLY INSTALLED MATTRESS. THEY ASSUME NO RESPONSIBILITY WHEN THE INSTALLERS WERE
HIRED BY SLEEP NUMBER. ANYTIME, I CALLED SLEEP NUMBER, THEY GAVE ME SUGGESTIONS OF HOW TO MAKE THE MATTRESS MORE FIRM. THEIR SUGGESTIONS COULD NEVER OVERCOME AN INCORRECT INSTALLATION. I DID NOT ABOUT THE INCORRECT INSTALLATION UNTIL MARCH 1, 2016 WHEN THE NEW INSTALLERS SHOWED ME. AT SLEEP NUMBER, THEY HAVE A PHILOSOPHY WHERE THEY BLAME THE CUSTOMER. INSTEAD OF APOLOGIZING AND OFFERING TO PAY $864 FOR THE NEW MATTRESS, THEIR STAFF KEPT SAYING "YOU SHOULD HAVE REACHED OUT TO US SOONER." WHAT GOOD WOULD THAT HAVE DONE? THEIR SUGGESTIONS DIDN'T CORRECT AN INCORRECT INSTALLATION. PRIOR TO THIS, I HAD NEVER OWNED A SLEEP NUMBER BED AND DID NOT KNOW HOW THEY WORKED. SLEEP NUMBER EXPECTED ME TO UNDERSTAND THE BED AS IF I WAS AN INSTALLER. I TAUGHT SPECIAL NEEDS CHILDREN FOR ALMOST 40 YEARS, WE WEREN''T TAUGHT TO INSTALL A SLEEP NUMBER MATTRESS. I AM RETIRED AND MY ADULT AUTISTIC SON LIVES WITH ME AND LIVES ON SSI. DO YOU REALLY THINK THAT I CAN AFFORD OVER $3,000 FOR SLEEP NUMBER'S SHODDY BUSINESS PRACTICES??
Final Business Response /* (4000, 9, 2016/03/17) */
March 17, 2016
RE: Ms. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
To reiterate, Ms. [redacted] purchased an i8 Queen Mattress and a Queen FlexFit+ Adjustable Base. This was delivered by our Home Delivery Team on September 3, 2011.
On May 16, 2014 Ms. [redacted] called our Customer Service Department stating mattress did not feel as firm as it had before. Ms. [redacted] was asked to check the topper pad and was emailed the troubleshooting instructions. She was also given a price quote of what the replacement cost would be under the terms of her 20 Year Limited Warranty. Ms. [redacted] never called back after opening the mattress to do the troubleshooting. Ms. [redacted] did not call in with questions about her Limited Warranty. Ms. [redacted] did not call in with comfort questions. Ms. [redacted] took it upon herself to buy a new mattress online on February 7, 2016 instead of giving us the opportunity to assist. Our Customer Service Department is available to answer any and all questions. The troubleshooting is something we can and do walk our customers through over the telephone.
The choice to purchase the new mattress was entirely hers. Ms. [redacted] was aware, back in 2014, that we could fix the bed for her. She has not contacted our Customer Service Department in regards to comfort since 2014, rather just bought a new mattress. Ms. [redacted] could have refused the new mattress and we still could have fixed the old mattress. She chose to keep it.
Ms. [redacted] recently called in to return a recent order of sheets stating she could not afford them. Per our return policy, "Bedding Collection products cannot be returned for a refund. Within 30 days of receiving your Bedding Collection product, you may exchange a product for a different Bedding Collection purchase. Exchanges will only be allowed one time per item. You must provide proof-of-purchase".
Again, we will not be able to accommodate Ms. [redacted]'s request give her the new mattress free of charge or take a return on her sheets. We encourage Ms. [redacted] to reach out to our Customer Service Department at [redacted] should she have any questions or concerns regarding her new Sleep Number purchases.

Best regards,
CS Correspondence Manager

February 23, 2017   Revdex.com of Minnesota & North Dakota   RE:        Mr. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to follow-up regarding the complaint of our customer, Mr. [redacted].   In the spirit of good customer service, we are sending a check for $50 to apply towards the air mattress Mr. [redacted] stated he purchased.   Again, we apologize for the inconvenience.     Best regards, Customer Advocacy Escalation Consultant

May 26, 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] chatted with us on 4/24/17.  He asked if he could order a...

mattress over the phone or if he had to go to the store.  Our Customer Service Representative (CSR) said they could place the order via chat.  Mr. [redacted] gave our CSR his information, an account was created, and an order for a cSE Queen Mattress was initialized.  Mr. [redacted] left the chat. On 4/25/17 Mr. [redacted] went into our store and placed an order for a Queen cSE Mattress.  Later that day he called our CSC and asked to have a coupon applied to his order.  When our CSR typed in Mr. [redacted]’s information it pulled up the account just created via chat.  Our CSR verified the order and applied the coupon, said the store didn’t put through the payment, took his financing information and pushed the order through.  This created a second order.  It was not a revision/cancel of the order placed in the store. He called us and stated he got two emails and wanted to make sure he only had one order.  Each time he called and our CSR pulled up his file they only saw one order as there was one in each account.  The information was the same in each account—one cSE Mattress; one charge. Mr. [redacted] called again saying he was charged twice; our CSRs continued to say they only saw one charge.  One of our managers found that there were two accounts and verified via UPS tracking that both mattresses were delivered.  He never received the second mattress so we started a trace with UPS and advised that we needed a police report should they confirm it was delivered. Mr. [redacted] has decided to return his mattress.  We will credit back the funds for the second order once we have all the documentation.  We’re terribly sorry for the confusion and wish him well. Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2016/03/09) */
March 9, 2016
Revdex.com of Minnesota & North Dakota
RE: Ms. [redacted]
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 an m7 w/SIQ FlexTop California King Matt, FlexTop California King FlexFit2 Adjustable Base, and accessories on 9/6/2015. The bed was delivered on September 22, 2016.
Ms. [redacted] claims to have called prior to the end of her 100 Night In-Home Trial asking to exchange the mattress. All calls into and out of our Customer Service Center are recorded for quality assurance. We searched all records back to the purchase date, and found no calls coming into the Call Center during her 100 Night In-Home Trial Period. Actually, the only call into our Customer Service Center was on January 14, 2016 when Ms. [redacted] asked to return her mattress. She was advised at this time that her trial ended on 12/31/2015. There were three calls out to Ms. [redacted]. On 9/10/2015 we called out to schedule the delivery of the bed. On 1/25/2016 we called out per her request to have a Manager reach out to her. A voicemail was left for Ms. [redacted], but this call was never returned. On 3/3/2016 yet another Manager reached out per her request. Ms. [redacted] was advised, again, that she was outside of her Trial Period and could not exchange or return her mattress.
In addition to searching for phone calls, we also pulled all of her chat sessions. On 9/24/2016 Ms. [redacted] chatted in to say she was having issues with troubleshooting the Adjustable Base. We replaced the base under her Limited Warranty. The next chat session was on 1/14/2016 when she requested to return the mattress. On 1/15/2016 Ms. [redacted] requested to return not only the mattress, but the base as well.
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 Ms. [redacted] in detail and Ms. [redacted] signed her Customer Order as well as initialed each respective disclaimer relative to the items she purchased (copy available upon request), including the following:
"Adjustable Bases: The FlexFitTM or FlexFitTM Plus Adjustable Base is not covered under the Sleep Number(r) 100 Night In-Home Trial policy. All sales of FlexFitTM or FlexFitTM Plus Adjustable Bases, Surround Silhouettes and/or Headboards are final. No returns or exchanges will be authorized or accepted."
We will not accommodate Ms. [redacted]'s request for authorization to return her m7 w/SIQ FlexTop California King Matt, FlexTop California King FlexFit2 Adjustable Base as she did not request this within her Trial Period and the Adjustable Base is always a final sale item.
We WILL however work with her on her comfort issues. Ms. [redacted] just needs to let us know what those comfort issues are.
Best regards,
CS Correspondence Manager

Initial Business Response /* (1000, 5, 2014/09/24) */
September 24, 2014
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. [redacted].
Mr. & Mrs. [redacted]'s complaint was discussed and resolved today on...

September 24, 2014, with mutual satisfaction. Mr. & Mrs. [redacted] know how to contact me directly if they have any questions or concerns.
We sincerely apologize to Mr. & Mrs. [redacted] for any inconvenience.
Best regards,
Legal Correspondence Analyst

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   The bed was delivered on Saturday March 11th at 2:30 pm.  This only happened because the sale rep that sold me the bed got involved and he contacted someone iin Scheduling and was able to make sure that they accommodated my request.   The two man delivery team was excellent and they communicated to me all day about the time they would be arriving.  It was after they installed the bed that they told me the team that was scheduled to deliver my bed did not show up for work and scheduling was going to reschedule my delivery but this team of drivers took my delivery instead so I give the delivery team high marks.   The scheduling team is the worst I ever dealt with and if it was not for Revdex.com getting involved I would still be waiting for the bed to be delivered.

Initial Business Response /* (1000, 5, 2015/07/31) */
July 30, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
On September 4, 2012, Mrs. [redacted] purchased a c3 Queen Mattress and Modular Base,...

and UPS Shipping at one of our retail stores. Records indicate that there has never been a warranty claim on this bed before now. When Mrs. [redacted] purchased her bed, she had a 20-year limited warranty and a 30-night in home trial period. Sleep Number does not and has never offered a lifetime warranty on any of our products.
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 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 20-Year Limited Warranty is also published in the Owners' Manual she received with her bed purchase.
On July 23, 2015, Mr. [redacted] called our customer service saying that he had done the troubleshooting and determined an air loss in the pump. Mrs. [redacted] then said that she had a lifetime warranty when she bought it. The Customer Service Representative (CSR) explained that under the 20-Year Limited Warranty agreement, we cover 100% of the cost of warranty replacement parts for the first two years. After the first two years, we cover a pro-rated share of the cost. Because Mr. & Mrs. [redacted] are in their third year of ownership, we would cover 72% of the cost to replace any components. The CSR quoted Mrs. [redacted] a cost of $92.40 plus tax & shipping for a new pump (#116633).
Please note that there is no return for refund on components purchased under warranty. The 20-Year Limited Warranty covers repair or replacement of a warranted component only. All warranted component purchases are final with a 30-day limited warranty for any possible defects in materials or workmanship.
We're sorry that Mr. & Mrs. [redacted] are experiencing a warranty issue, but we cannot accommodate their request to replace their pump at no charge. We are willing to pay the shipping cost if they choose to replace their pump within the next 30 days.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regardless of how they train their sales representatives they do not tell you it is a 20 year limited warranty. We shopped at 2 different stores and heard the same sales pitch at both. We will not be sending you any more money or buying any products from you in the future.

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, Mr. & Mrs. [redacted].
Our records indicate that Mr. [redacted] purchased a Sleep Number(r) i8 FlexTop...

King Mattress, a FlexTop King FlexFitTM 2 Adjustable Base, a Smart Classic Sheets set, a Total Protection Mattress Pad and Home Delivery Service at one of our retail stores on August 10, 2015. Mr. & Mrs. [redacted]'s mattress and adjustable base were delivered on August 22, 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.
The Sales Professional who assisted Mr. & Mrs. [redacted] went over the terms and conditions of sale in detail and Mr. [redacted] signed their Customer Order (copy available upon request) as well as initialed the respective disclaimers relative to their purchase, including the Adjustable Bases Return/Exchange Policy:
"Adjustable Bases Return/Exchange Policy: 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."
Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 Adjustable Bases. Mr. & Mrs. [redacted] did choose to return their mattress for a refund of $3,832.50, which refunded their credit card on October 1, 2015. We're sorry, we cannot accommodate Mr. [redacted]'s request for authorization to return their FlexTop King FlexFitTM 2 Adjustable Base.
We're sorry the mattress did not work out for them and wish them well.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not except this decision. The salesman at the Greenwood store stated to us when asked numerous times that we would receive a total refund. Regardless of what the paper work said that is not what the salesman said.
As stated to them numerous times [redacted] has cancer and
Did not read the entire contract. The salesman said that the initialed box had to do with the charge card we used.
Most people who buy these beds are older people on a fixed income when they spend 8000 dollars they expect the salesman to be honest.
The salesman is lying if he says he told us that we would not get our money back. My husband told him three times that we would not buy this unless we got a full refund. Maybe the dealer should send in a representive from the company to buy one and see what they are told.
The point is they will tell you what you want to hear to sell a bed.

Initial Business Response /* (1000, 7, 2016/03/12) */
March 12, 2016
RE: Ms. [redacted]
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 regards...

to the delivery of her bed. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected her order. We understand that this was a tremendous inconvenience and appreciate her patience.
Our records indicate that Ms. [redacted] purchased a Sleep Number(r) i8 FlexTop King Mattress and Base on October 12, 2015. Ms. [redacted] wanted delivery on January 6, 2016. Unfortunately, she had to be rescheduled to January 21, 2016. We were unable to complete delivery on that day, but shipped the bed to directly her via UPS. Our technicians came to Ms. [redacted]'s home on January 27th and installed the bed. We credited her financing as a token of our apologies.
Again, we apologize that Ms. [redacted] was inconvenienced and wish her well.

Best regards,
CS Correspondence Manager
Initial Consumer Rebuttal /* (2000, 9, 2016/03/14) */