Select Comfort Corporation

Initial Business Response /* (1000, 8, 2016/02/02) */
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 Ms. [redacted] experienced in reaching out to our company...

regarding her order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected her order. We understand that this was a tremendous inconvenience and appreciate her patience.
According to our records on October 20, 2015 Ms. [redacted] purchased one each Coolfit Pillow, Contour, 5", Std and Pillow, InBalance, Contour, Standard. On January 16, 2016 an exception to our exchange policy was made and Ms. [redacted] exchanged her pillows to one each Pillow, InBalance, Classic, Standard and Pillow, InBalance, Gusset, Standard.
On February 1, 2016 a final exception was made and Ms. [redacted] elected to return her pillows instead of accepting the offer of one final exchange on the pillows. A Trial Return was set up and we will refund the full purchase price of the pillows once they have been returned to us. Prepaid return UPS shipping labels were emailed to Ms. [redacted] to return the pillows.

Best regards,

CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Acceptable deal

Initial Business Response /* (1000, 17, 2016/01/20) */
January 20, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
We sincerely apologize to Ms. & Mrs. [redacted] for the delays they experienced in...

reaching out to our company regarding their order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their order and delivery. Their adjustable base is scheduled to be delivered on January 20, 2016. We applied a credit to their Synchrony account on December 19, 2015, as a token of our apologies. We understand that this was a tremendous inconvenience and appreciate their patience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 19, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did credit our account for $1000 dollars for the delay. But committed to deliver the replacement for the defective bed on January 06, 2016 and did not deliver the bed. Then we received a call saying they would deliver the bed on January 20, 2016, and yet again did not deliver the bed. No phone calls have been received to explain the situation, nor clarify when the replacement bed for the defective bed will be delivered. I do not believe this situation has been resolved. We have lost all confidence in Sleep Number, even after speaking to the representative that guaranteed the bed would be delivered early January 2016. We have been waiting for this bed replacement for several months, which has been scheduled to be delivered many,.. many times and has yet to be delivered. Our un-satisfaction with Sleep Number has not been resolved.
Final Business Response /* (1000, 23, 2016/02/01) */
February 1, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We're sorry for the delays Mr. & Mrs. [redacted] experienced in reaching out to our company regarding their order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed their order. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted]'s FlexTop King FlexFit2,Stone, 2Remotes was delivered January 21, 2016. We hope this helps ease some of their frustration.
Best regards,

CS Correspondence Specialist

Initial Business Response /* (1000, 11, 2016/01/20) */
January 19, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they experienced in...

reaching out to our company regarding their order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their order and delivery. Their bed was delivered on January 6, 2016. We understand that this was a tremendous inconvenience and appreciate their patience. We did apply an appeasement to their Synchrony account on December 16, 2015, as a token of our apologies.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 7, 2015/08/28) */
August 28, 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 26, 2015, with mutual satisfaction. ...

We are taking a return for refund on her Sleep IQ service. A check refund for $320.99 will be sent once we receive the Sleep Expert box. We apologize for any inconvenience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 9, 2015/08/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/12/22) */
December 22, 2014
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 discussed and resolved today on December 22, 2014, with...

mutual satisfaction. We sincerely apologize to Ms. [redacted] for the delay and any inconvenience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 16, 2016/01/22) */
January 22, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for any delays she experienced in reaching...

out to our company regarding her warranty concern. We understand that this was an inconvenience and appreciate her patience. Ms. [redacted]'s complaint was resolved on December 31, 2015, with mutual satisfaction.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 9, 2015/11/19) */
November 18, 2015
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. ***.
We sincerely apologize to Mr. & Mrs. *** for the delays they have...

experienced in reaching out to our customer service and home delivery.
We have agreed to accept a return for refund. Mr. & Mrs. ***'s bed is scheduled to be picked up on November 21, 2015 and we have mailed them two UPS pre-paid return shipping labels for the bedding.
We understand that this has been an inconvenience and truly appreciate their patience.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst

August 18, 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.  In our August 9, 2016 response to complaint [redacted] we requested Mr. [redacted] resubmit his pictures to us so we can get a visual on what is occurring to aid in assisting him. He has not done so.   We appreciate that Mr. [redacted] attached the pictures to his rebuttal, but we are unable to download or view the attachment. It opens a Yahoo sign-in page.   Additionally, we sent Mr. [redacted] an email asking him to resubmit the photos and also explained that we’re more than willing to help once we receive and have looked them over.   He has not sent them in as of yet.   Again, once we receive the pictures we are confident we will be able to resolve his issue.      Best regards, Customer Advocacy Escalation Consultant

November 8, 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] called into our Sales Department on September 2, 2016 to purchase a set of Stone colored Split King Lyocell Sheets over the phone.  She had a $100 certificate that our website would not take.  The remainder of the purchase was put on her Visa Card and he sheets were delivered September 8, 2016.    Ms. [redacted] emailed us on September 30, 2016 and told us that her sheets were torn.  Our representative replied that she needed more information as she owned more than one set of Sleep Number Sheets.   October 5, 2016 Ms. [redacted] responded that it was the Stone Lyocell Sheets that had torn.  Our representative replied asking for verification of the shipping address.  Ms. [redacted] responded the shipping address on October 10, 2016 and the order was placed.  We received notification that the sheets were no longer available and emailed Ms. [redacted] on October 13, 2016 to let her know her order was cancelled.  Because this was a warranty replacement order, there was no money attached to it.    One of our Customer Service Representatives called out to Ms. [redacted] in regards to a survey she filled out in regards to the incident.  He explained to her that the sheets had been backordered and then discontinued since her original order which led to the delay in processing.  He apologized and set up an order for the new Lyocell sheets.  They are currently in transit and, per UPS, should be received within the next two days.   We sincerely apologize for the frustration and inconvenience Ms. [redacted] has experienced and appreciate her patience.      Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 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 experience he is having with his Sleep...

Number(r) p5, King, Mattress and King FlexFit1 Adjustable base.
We are unable to honor Mr. [redacted]'s request to refund his original purchase price as he is beyond the end of his 100 night trial. His bed was delivered March 30, 2015 and his trial ended on July 8, 2015.

Our records indicate Mr. [redacted] contacted us on July 11, 2015 to report his mattress sides were not level. He refused to complete any troubleshooting over the phone with our agent and opted not to pay for our technicians to come out and troubleshoot for him.
On December 7, 2015 Mr. [redacted] contacted us and reported his mattress was sliding off the bed. He purchased a set of bed straps.
We encourage Mr. [redacted] to contact us for assistance with his Sleep Number bed and adjustable base. We can be reached at [redacted] Monday through Friday 8:00 A.M. -8:00 P.M. CST or Saturday 8:30 A.M. - 5:00 P.M.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 11, 2016/02/23) */
[redacted] See Attached [redacted]
Final Business Response /* (4000, 13, 2016/02/27) */
February 27, 2016
RE: Mr. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the experience he is having with his Sleep Number(r) p5, King, Mattress and King FlexFit1 Adjustable base.
Sleep Number does not actually have a repair service department, nor have we had one in the past. Due to the nature of our product, we do not typically send a technician to a customer's home to do troubleshooting or replace components. The Limited Warranty clearly states, "Customer maintains responsibility for installation of parts replaced under terms of the warranty." Since our components are lightweight, most customers do not find any difficulty in assembling, troubleshooting, or replacing a component. 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 a relative, friend, or neighbor for assistance.
Once the troubleshooting has been completed, we will replace any part necessary under the terms of the Limited Warranty.
We encourage Mr. [redacted] to contact us for assistance with his Sleep Number bed. We can be reached at [redacted] Monday through Friday 8:00 A.M. -8:00 P.M. CST or Saturday 8:30 A.M. - 5:00 P.M. Issues with the adjustable base should be directed to [redacted] at [redacted] as they hold the Limited Warranty for adjustable base.
Best regards,
CS Correspondence Manager

Initial Business Response /* (1000, 9, 2015/12/14) */
December 14, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he experienced in reaching out...

to our company regarding his refund.
A refund for $1,063.65 was credited to Mr. [redacted]'s MasterCard on November 26, 2015. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/11/10) */
November 10, 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 fully resolved today on November 10, 2015, with mutual...

satisfaction. We sincerely apologize to Ms. [redacted] for the delay of her refund. We truly appreciate her patience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2014/11/06) */
November 6, 2014
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
Mr. [redacted]'s complaint was discussed and resolved today on November 6, 2014, with...

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

Initial Business Response /* (1000, 11, 2015/12/30) */
December 30, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she experienced in reaching...

out to our company regarding her refund and return. We understand that this has been a tremendous inconvenience.
Ms. [redacted]'s m7 Queen Mattress is scheduled to be picked up (at no charge) by our Home Delivery Returns Service team on January 9, 2016. Ms. [redacted]'s Synchrony financed account will be credited for the exchange refund of $1332.01 within the next 2-3 business days. Upon receipt of the m7 mattress, two other credits: $2223.24 and 194.39 will be applied to Ms. [redacted]'s Synchrony account and she will also receive a check for $66.36 via U.S. Mail.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 13, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I talked to a customer service representative on jan.6 2016 because I noticed on by billing statement from synchrony bank they were still showing a balance of $1168.61. Back on dec.7 2015 they tried to make an adjustment to my account for $2484.01 but instead it showed up as we purchased something, then making our balance owed to synhrony bank $3857.63. Then on Dec.16 2015 they put a credit thru of $1332.01 but we still had a balance of $2525.62. I cheked my
balance on jan.4 2016 and my balance was 1168.61 The customer service representative that I talked to on jan.6 2016 said he was going to give this matter to a supervisor that was 3 times higher who would be able to take care of this and would be able to do the adjustment of $1126.97. I will check with synchrony bank in a couple of days in the mean time synchrony bank is going to put a dispute thru. I agreeded that if they fix this problem we will keep the bed, the bed was not the problem customer service was. They also said when the adjustment went thru they would send us a check for $200.00 for all the problems. So now I am waiting to see how long this will take..

Initial Business Response /* (1000, 8, 2016/01/08) */
January 8, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
We sincerely apologize to Mr. & Ms. [redacted] for the delays they experienced in...

reaching out to our customer service and for the delay in the delivery of their bed. This is not our normal mode of operation. We recently implemented a complete computer systems conversion, which affected their order.
Mr. & Ms. [redacted] received delivery on December 16, 2015. We truly appreciate their patience and hope they are enjoying their new Sleep Number bed.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2016/01/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did receive the bed as described. Our concern is that it is under warranty and if an expensive part becomes defective within the warranty period we will not be able to contact the company because of the previous experience which was aweful!!! This wascwithout a doubt the worst customer service/run around we have ever received, especially with an expensive item. We are very cautious to keep the bed.

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

reaching out to our company regarding their complete delivery. We understand that this was a tremendous inconvenience and appreciate their patience.
All components were delivered to Mr. & Mrs. [redacted] on December 10, 2015. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 7, 2014/11/03) */
November 3, 2014
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We hope Mr. [redacted] will accept our sincerest apologies for the frustration and...

inconvenience he experienced with our service. I can assure you that the problems that occurred do not happen frequently. 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 air shipped a c2 Queen Mattress and Modular Base directly to Mr. [redacted] via UPS, which was delivered on October 27, 2014. We have credited Mr. [redacted] the Home Delivery Service fee plus a cash appeasement to his Synchrony financed account.
We hope that Mr. [redacted] is enjoying his new Sleep Number bed. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

April 17, 2017 Revdex.com of Minnesota & North DakotaRE:           Ms. [redacted]  Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted]. Ms. [redacted]...

purchased an m7 Queen Mattress, a Queen FlexFit2 Adjustable Base, and a set of FlexFit Brackets on October 11, 2014.  The mattress was exchanged to an i8 Queen Mattress on November 1, 2014.  The i8 Mattress was installed on November 22, 2014. Ms. [redacted] called our Customer Service Center (CSC) on March 11, 2017 stating Mr. [redacted] was having comfort issues.  She wanted to know what we could do for her because she spent so much money.  We could replace the foam under warranty, if defective.  She asked about upgrading. Ms. [redacted] called our CSC on April 12, 2017 and explained 5 months prior she was sleeping and got a shock that pushed her off the bed and across the room.  She said she heard of another manufacturer was having a recall due to the adjustable bases shocking people and was concerned. We advised we have no such issues. We put her in touch with Leggett and Platt and they said the same.  Per her request, we noted her file that she said she was shocked.  This Select Comfort mattress model does not have any electronics or electrical conductors within it.  All electronics are housed in a pump module under the bed and is connected to the mattress with a plastic hose that is unable to conduct any electricity.  The electronics in the pump module has its output rated as a class 2 electrical circuit, which the National Electrical Code defines as a circuit that inherently limits incendiary and electrical shock events by physical power limiting devices.  The electronics modules are also NRTL listed for safety compliance. We cannot honor her request to replace the bed and assure that there is no way she could have gotten an electrical shock from our mattress.  Best regards,Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 6, 2015/08/26) */
August 26, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
Mrs. [redacted]'s complaint was resolved on August 8, 2015. We're sorry Mr. & Mrs....

[redacted] experienced a delay in receiving their bed and we apologize for any inconvenience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 8, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I WANT A FULL REFUND AND I WANT THEM TO GET THEIR BED OUT OF MY HOUSE. REFUND FIRST.
Final Consumer Response /* (3000, 15, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm still having issues with this company to come pick up their bed. It's never ending with this company.
Final Business Response /* (4000, 17, 2015/09/11) */
September 11, 2015
Case # [redacted]
Dear Revdex.com:
Mr. & Mrs. [redacted]'s bed is scheduled to be picked up tomorrow on Saturday, September 12, 2015. If they have any questions regarding their appointment, they should call Home Delivery at[redacted] or our customer service at [redacted].
Again, we are very sorry for any inconvenience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

May 21, 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]. According to our records, Ms. [redacted] purchased an i8 FlexTop King Mattress w/SIQ, a FlexTop King FlexFit2 Adjustable Base and several bedding accessories on April 30, 2016.  Ms. [redacted] changed her mind and called our Customer Service Department on May 3, 2016 and cancelled her order. Last fall we implemented a company-wide computer systems conversion and while most issues have been resolved, on rare occasions an issue comes up.  The system wouldn’t allow us to settle the funds back to Ms. [redacted] in normal fashion.  On May 16, 2016 we mailed a check in the amount of $390.77 (the total of the two credits) to the address of record.  It is because of rarities such as this that we always advise our customers to continue making their scheduled payments.  In such situations any overage paid will be refunded by the financial institution.  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. We’re sorry Ms. [redacted] had a change of heart and hope that she will reconsider us in the future. Best regards,                              Customer Advocacy Escalation Consultant