Select Comfort Corporation

Initial Business Response /* (4000, 12, 2015/12/23) */
December 23, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he has experienced in...

reaching out to our company regarding the delivery of his order. Mr. [redacted]'s modular base was delivered on December 3, 2015. We understand that this has been a tremendous inconvenience and truly appreciate his patience.

Best regards,

Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 14, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company's claim is simply untrue.
As of December 23rd, 2015 the modular base has not been delivered.
As already stated, I received a call from the company on December 2nd, stating that the "parts were not available for delivery on the 3rd", and delivery was rescheduled for December 18th.
On December 18th at 8:20AM, I received a call that the "parts have not arrived at the depot", and the delivery of the base was yet again delayed.
We are still sleeping on a mattress on the floor, with a sealed box of purchased legs beside it.
I would also encourage the company to read the complaint I filed in full; as the delivery delay was only one of the problems we have encountered with this company. I sincerely request a refund, as the delays, the treatment of us at the store, and this company's mis-handling of this entire situation is very unacceptable.
Final Business Response /* (1000, 18, 2016/01/08) */
January 8, 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] for the delays he has experienced in reaching out to our company regarding the delivery of his modular base order. Mr. [redacted] did receive the additional $100 discount (on his modular base) for a total of $200 off a mattress & base set, which was the promotion offered at the time of his original purchase.
Mr. [redacted]'s modular base was actually delivered on December 28, 2015. We understand frustration and truly appreciate his patience. We have applied a credit to Mr. [redacted]'s Visa as a token of our apologies.

Best regards,

Legal Correspondence Analyst
Final Consumer Response /* (2000, 20, 2016/01/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/04/23) */
April 23, 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. & Mrs. [redacted] purchased a Sleep Number(r) iLE...

King Mattress & Modular Base, a Total Protection Mattress Pad, 2 Knee Pillows and Home Delivery Service at one of our retail stores on February 12, 2015. Mr. & Mrs. [redacted]'s bed was delivered on February 24th.
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] signed their Customer Order Agreement acknowledging that the terms and conditions of sale were fully understood; which included the following:
"Returns: No unauthorized returns are allowed. If you are returning your mattress, base or set purchase under the 100 Night In-Home Trial policy, you must contact our Customer Service Center ([redacted]) to obtain a Return Merchandise Authorization (RMA) number before returning the bed to us. Once your authorized return has been completely received by us in a good and sanitary condition, we will reimburse the full purchase price of the items being returned less shipping or Home Delivery Service Setup fees. Refunds will be issued to the original method of payment within approximately 21 days. Unauthorized returns will be destroyed and no credit given. You are responsible for the risk of loss and for shipping fees for returning or exchanging any product. Home Delivery Return Services are available at an additional cost."
On March 17, 2015, Mrs. [redacted] called our customer service requesting authorization to their iLE King Mattress for refund and was provided with the three return 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 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 $199.99 and is deducted from your refund.
Mrs. [redacted] was upset that she had to pay for return shipping and spoke to a Case Manager who offered to reduce the Home Delivery Return Service to $100. A Return Merchandise Authorization (RMA) number expires after 30 days, so if Mr. & Mrs. [redacted] would still prefer to return their bed, they will need to call us before the end of their 100-Night Trial period, which is June 4, 2015.
We're sorry, we cannot accommodate Mr. & Mrs. [redacted]'s request for free Home Delivery Return Service. If there is anything we can do to help Mr. & Mrs. [redacted] sleep comfortably, we are here to assist. Mr. & Mrs. [redacted] can call us at [redacted] with any questions.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

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

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, 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]

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

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

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

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 getting her refund.
According to our...

records, Ms. [redacted] purchased a c2 Queen Mattress and Base on 9/7/2015. On three different occasions Ms. [redacted] called into our Customer Service Center with questions on exchanging the c2 Queen Set to a c4 Queen Set. On October 19, 2015 we left a voicemail for her with the price quote and financing information requesting she call us back to process the additional amount.
The original order was cancelled on October 30, 2015. On November 8, 2015 a check was sent to the address of record in the amount of $193.94 and the remaining balance of $969.73 settled to Ms. [redacted]'s Synchrony Financing on November 11, 2015.

We are sorry Ms. [redacted] had a change of heart and wish her well.
Best regards,
CS Correspondence Manager

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, 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.

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfying to me but apparently I don't have a choice with this dishonest company but to accept that the resolution will never be to my liking and I will not get a refund. so this is over but I do want to say: to sleep number sorry I am not a genius and can not do math off the top of my head when you give me a refund price that includes me paying $400 but only give me one price that I am paying for which is pick up of 179$.  There would be no problem if from the beginning you would have verbally told me I would owe 405$ and why despite what is in your policy, be verbally up front with your customers. Then there would be no problem. I understand sleep number has its policies but I have never dealt with a most dishonest, dissatisfying company and this is not my first purchase for a mattress or large purchase. I will do everything in my power to make sure people know what a horrible company sleep number is and The poor quality of your over priced products. I hope one day you will be exposed, I know for sure you will only continue to have unhappy customers.

December 6, 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].   We’re sorry for Mr. [redacted]’s experience and the damage done to her home during the installation of her Sleep Number® Queen Dual p5 Mattress and Queen Modular Base.  This is not our normal mode of operation.  We realize this was a tremendous inconvenience and appreciate her patience.  We understand that sometimes accidents can happen and have prepared to resolve Mr. [redacted]’s claim.  We have a very thorough investigative process we follow regarding property damage that may as the result from installing our product.   Ms. [redacted]’s complaint was discussed and she was contacted and advised that we need her to submit a quote for the damage claim and once received, we will fulfill our obligation to rectify the issue.  Our mission at Select Comfort is to provide World-Class Customer Service and while it is obvious that we fell short of that goal, Ms. [redacted]’s feedback will help us focus on opportunities to improve.      Best regards,   Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2016/02/16) */
February 16, 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 receiving their Sleep...

Number(r) Queen Dual m7 Mattress and Queen Foundation. Our beds are component-based and made to order. Subsequently, all parts may not ship at the same time and this is the case with Mr. & Mrs. [redacted]'s Sleep Number(r) bed.
According to our records, UPS has delivered all 5 boxes of Mr. & Mrs. [redacted]'s Sleep Number(r) Queen Dual m7 Mattress and Queen Foundation. Three boxes were delivered January 15, 2016, a fourth box was delivered January 27, 2016, and the fifth box was delivered February 15, 2016.
We have applied a credit to Mr. & Mrs. [redacted]'s Visa as a token of our apologies. We hope this helps ease some of their frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/02/24) */
They claim they credited my visa however nothing has been put on my visa I did receive the rest of the bed on the 15th a month and a half later still not very impressed with this company and I'm hoping that anything that we need and help to put this together will not be as horrible as a first customer service issue so until I see what they did for a credit I will not be happy with them don't say you did something that you may or may not have done or at least we haven't seen it on our end.
Final Business Response /* (4000, 9, 2016/02/27) */
February 27, 2016
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 are sorry for the delay Ms. [redacted] experienced in getting her credit. The entry was processed on 2/16/16, and we settled (transmitted to the Visa Card) the credit on 2/17/16. Please note it can take the credit card company up to 7 business days to post the credit on their side.
If Ms. [redacted] does not see the credit post by 2/29/2016, we urge her to contact our Customer Service Department at [redacted] and we will look into the matter for her.
Best regards,
CS Correspondence Manager

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.

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, 2016/02/08) */
February 8, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We're sorry for the delays Ms. [redacted] experienced in reaching out to our company...

regarding her order and trial return. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected her order and trial return. We understand that this was a tremendous inconvenience and appreciate her patience. Ms. [redacted] elected to cancel her order for a Sleep Number(r) FlexTop King iLE Mattress and FlexTop King FlexFit3,Stone, 2Remotes.
We have set up Trial Returns for her bedding items. We will refund the full purchase price of the bedding items back to the original form of payment within 2 weeks of their receipt. We regret we have lost Ms. [redacted]'s business due to our computer conversion.
Best regards,
CS Correspondence Specialist

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, 11, 2016/01/25) */
January 22, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he experienced in reaching out...

to our company regarding his order and delivery. We understand that this was an inconvenience and appreciate his patience. Mr. [redacted]'s bed was delivered via UPS on December 22, 2015. We did schedule a Home Delivery team to go out and assemble the bed on January 6, 2016, but Mr. [redacted] was not at home and did not answer his phone. We believe that Mr. [redacted] did receive his entire order. We are sorry for the salesperson's error and for the delay.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 13, 2016/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received a duvet cover and also I did not want to wait another 4-6 weeks for setup of bed from your home delivery personnel. I feel sleep number is more interested in my check to clear than following up with customer service
I still want the Duvet cover as promised and refund of home delivery and in home setup charges that I would have paid if it was not included in a promotion, I feel sleep number had no intention of actually following thru with free home delivery and setup
Thanks. Dave Byram
Final Business Response /* (4000, 15, 2016/02/09) */
February 9, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he experienced in reaching out to our company regarding his order and delivery. We understand that this was an inconvenience and appreciate his patience. Mr. [redacted]'s bedding items were delivered via UPS on December 9, 2015. Mr. [redacted]'s bed was delivered via UPS on December 22, 2015. We did schedule a Home Delivery team to go out and assemble the bed on January 6, 2016, but Mr. [redacted] was not at home and did not answer his phone. There was no charge for the initial UPS delivery or for the subsequent Home Delivery installation. We believe that Mr. [redacted] did receive his entire order. We are sorry for the salesperson's error and for the delay.
Best regards,
CS Correspondence Specialist