Select Comfort Corporation

Initial Business Response /* (1000, 10, 2015/11/30) */
November 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 has experienced in...

reaching out to our customer service and for the delay in the receipt of her refund. We mailed Ms. [redacted] a check refund for $3,332.49 on November 26, 2015.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 12, 2015/12/01) */

Initial Business Response /* (1000, 5, 2016/02/04) */
February 4, 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. The purchase price of [redacted] for Ms. [redacted]'s Sleep Number(r) Queen Dual p5 Mattress was refunded back to her Visa on January 30, 2016. We regret we have lost Ms. [redacted]'s business due to our computer conversion.
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 10, 2016/02/08) */
February 8, 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. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed Mr. [redacted]'s order. We understand that this was a tremendous inconvenience and appreciate his patience.
According to UPS, Mr. [redacted]'s Sleep Number(r) Queen Dual c2 Mattress has shipped.

Best regards,

CS Correspondence Specialist

Initial Business Response /* (1000, 11, 2016/01/26) */
January 26, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
Our records indicate that Mrs. [redacted] purchased a Sleep Number(r) i8 Split King...

Mattress, a Split King FlexFitTM 2 Adjustable Base, and Home Delivery Service at one of our retail stores on August 22, 2015. Mrs. [redacted]'s order total was $7,736.06 - she paid $4,800 using a Synchrony financing plan and the balance of $2,936.06 on Visa credit card. Mrs. [redacted] accepted delivery of her mattress and adjustable base on September 1, 2015.
Mrs. [redacted] signed her Customer Order Agreement (copy available upon request), acknowledging the terms and conditions of sale were fully understood; which included the following:
Adjustable Bases: The FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 Adjustable Bases are not covered under the Sleep Number(r) 100 Night In-Home Trial policy. All sales of FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 adjustable bases and/or, Surround Silhouettes are final. No returns or exchanges will be authorized or accepted."
On December 21, 2015, Mrs. [redacted] called our customer service requesting authorization to return both her mattress and adjustable base and was reminded that her adjustable base is a non-returnable item. Mrs. [redacted] refused all attempts for us to address her complaints and Sleep Number did not believe there were any defects in materials or workmanship related to her concerns. As an exception, we offered to accept a return for refund of Mrs. [redacted]'s adjustable base with a $500 restocking fee. Mrs. [redacted] agreed.
On January 21, 2016, Mrs. [redacted]'s mattress and adjustable base were picked up. Mrs. [redacted]'s refund total was $6,850.88: $4,800.00 to Synchrony and $2,015.88 and $35.00 to her Visa.
We cannot refund the restocking fee, but we have applied an additional credit of $192.59 ($179.99 + tax) to her Visa for the Home Delivery & Set-up Service, as a token of our apologies for the Sleep IQ issue. We're sorry the mattress and adjustable base did not work out for Mrs. [redacted] and wish her well.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2016/01/04) */
January 4, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she experienced in reaching out...

to our company regarding her refund. Ms. [redacted]s refund for $1,551.34 settled on December 24, 2015. As a token of our apologies, we also credited her Home Delivery Return Service fee of $179.99 + tax = $196.64. We understand that this was a tremendous inconvenience and appreciate her patience.
Best regards, Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This would be acceptable, except I have not received the $196.64. Once this happens, I will be satisfied.
Final Consumer Response /* (2000, 15, 2016/01/20) */
Final Business Response /* (4000, 14, 2016/01/20) */
January 19, 2016
Case # [redacted]
Dear Revdex.com:
The $196.64 credit settled to Ms. [redacted]' Synchrony account the next day, on January 5, 2016.
Regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/11/19) */
November 19, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she experienced in reaching...

out to our customer service team. We understand that this has been an inconvenience and appreciate her patience.
Ms. [redacted]'s complaint was discussed and resolved with mutual satisfaction. We are replacing her mattress cover and sending our Home Delivery team to install it.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After I had taken the bed apart myself and put it all back together, making sure that everything was assembled exactly according to their instructions on their website, the sliding problem continued. The company has now agreed to replace the cover and send someone to install it. If this fixed the problem I will be 100% satisfied. If the problem continues, I will expect them to continue to work with me until the problem stops happening.

Initial Business Response /* (1000, 8, 2015/04/23) */
April 23, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
On December 2, 2007, Mr. & Mrs. [redacted] purchased a 5000 Queen Mattress and Modular...

Base at one of our retail stores. When Mr. & Mrs. [redacted] purchased their bed, we had a 20-year limited warranty and a 30-night in home trial period. We have never offered a lifetime warranty.
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. Mr. & Mrs. [redacted]'s 20-Year Limited Warranty was also published in the Owner's Manual they received with the bed purchase.
Records indicate that there has never been a warranty claim on this bed. However, Mr. [redacted] called our customer service on October 6, 2014, saying that the foam topper pad was torn on each side next to the sidewalls. The Customer Service Representative (CSR) asked Mr. [redacted] to measure the Cover (mattress shell) width at the head, middle and foot to see if it had stretched and Mr. [redacted] said it was 59" at the foot, 62" at the middle and 59" at the head. A Queen is 60" W x 80" L, so this amount of stretch is not very significant.
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 seventh year of ownership, we would cover 52% of the cost to replace any components. The Customer Service Representative quoted Mr. [redacted] the pro-rated cost for a topper pad, sidewalls set and cover, without tax & shipping. A new Topper pad would cost $113.76 + tax and shipping at the current pro-rated cost. 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 components at no charge. We are willing to pay the shipping costs they chose to replace any components within the next 30 days.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/04/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response of Select Comfort is unacceptable. I understand that your company has never had a "Lifetime Warranty", and if you review my complaint, I explained that it was a 25-year warranty, but that representations were made when we purchased the bed to indicate that this would be the last bed we would ever have to buy, because they are quality mattresses that last.
The 30-night in-home trial period was not sufficient, as the issue with the bed did not occur within the 30 days. During the 30-day period, we were happy with the bed. In fact, we were happy with it until it began breaking down.
I disagree that the measurements for the stretch are not significant. A 3-inch difference between the middle and head/foot of the bed is significant, especially when it comes to proper sleeping surface and given the fact that we have back issues.
Covering 52% of the replacement parts for our bed is not acceptable. Because we have to replace the topper pad, sidewalls set, and cover, this is virtually the entire bed. The only thing left really is the air chamber.
This is not acceptable to us. The product is not a quality product and did not last. We again assert that we want the entire bed replaced, free of charge, or reimbursement for the purchase price since the bed hasn't even lasted 7 years.
Final Business Response /* (4000, 12, 2015/04/24) */
April 24, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mrs. [redacted].
Mr. & Mrs. [redacted] purchased on December 2, 2007, and they have a 20-year limited warranty, not and a 25-year limited warranty.
The stretch of their cover is considered normal wear and tear. 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 seventh year of ownership, we would cover 52% of the cost to replace any components. All warranted component purchases are final with a 30-day limited warranty for any possible defects in materials or workmanship.
Again, we are sorry that Mr. & Mrs. [redacted] are experiencing a warranty issue, but we cannot accommodate their request to replace several components at no charge or replace their bed. As a ONE-TIME exception to their 20-year limited warranty, we will replace the Topper Pad at no charge. The new pad will be delivered via UPS within the next 5-7 business days.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2014/10/08) */
October 8, 2014
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. [redacted].
Per Mr. & Mrs. [redacted]'s request, their order was canceled. We hope Mr. &...

Mrs. [redacted] will accept our sincerest apologies for the frustration and inconvenience they have experienced with our service. I can assure you that the problems that occurred with the attempts to schedule the delivery 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.
Mr. & Mrs. [redacted]'s original order was for $1,236.90, which was paid with a Synchrony financing plan. We have refunded their account in full as of October 4, 2014.
We would like to thank Mr. & Mrs. [redacted] for taking the time and making the effort to give us fair, direct feedback on the performance they has observed as our customer.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

I am rejecting this response because:The Sales Person did not tell us about the return policy.  She admits this on a phone call with her (which I can prove)  Her name is Zan and she said she failed to inform me.  There was a reason for the rushed purchase.  We had spent about 40 minutes in the store and then I suddenly recalled leaving my Dog in the car.  The final purchase was quite rushed.  Zan will confirm this as she did on the phone with me.  Several times Zan said my heart was in the car with my Dog and it was a rushed purchase and she did not circle the return policy on the receipt.  She claimed that the Trial is not a Free Trial and because they don't say it is Free they are not obliged to clarify that the trial is chargeable.Yes, buyer beware however there are consumer protection laws that exist in most states one of which is Colorado.  I believe there is clear deception in advertising that there is 100 night free trial.  If one looks online, there are many customers that complain about the customer service and returns policy of select comfort.  Other companies that offer the 100 night trial are indeed different; they are free.  Select Service owes the public a greater level of due diligence when it comes to piggy backing their Trial period on the industry standard Free Trial.  In other words, they should be advertising that their Trial for 100 nights is not free but will cost $360.  I have placed a complaint with the Colo Attorney General regarding what I think is an advertising misdescription due to the industry standard and the size of the text.  By the way, the disassembly of the mattress only takes about 10 minutes; I did it last night.  They seek profit on their free trial.  The reason I don't like the bed is that it is agonizingly painful for me.  I have a very bad back; thus, I sought out a mattress company that offered a 100 night trial and that trial is assumed to be free due to industry standards and Zan's failure to tell me this.My wife was present and she will confirm we were never told about the penalties associated with the return.    Look, I am not going to go bankrupt by the $360 but I must say that it is misleading to call it a Trial.  It is unfair and someone needs to call them on this so that they change their practices and conform with industry standards with most if not all of the 100 night free trial opportunities that are out there.I am purchasing the base, the sheets and the pillows.  This is many thousands of dollars.  This company in my opinion is quite greedy.  They want as much profit as they can get and are preying on misconception or misdescription regarding the word "Trial Period".

Initial Business Response /* (1000, 8, 2016/01/26) */
January 26, 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. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected his order and trial return. We understand that this was a tremendous inconvenience and appreciate his patience. We approved a return for refund of Mr. [redacted]'s mattress pad. We will refund his credit card upon receipt of the mattress pad as a token of our apologies.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)

March 23 , 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].  ...

One of our Customer Advocacy Managers called out to Mr. [redacted] and the complaint was resolved with mutual satisfaction.  We’re terribly sorry for the error and consider this matter closed.   Regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 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 canceled order and refund. We understand that this has been a tremendous inconvenience and regret that we have lost his business due to our company-wide computer conversion.
A refund for $431.40 was credited to Mr. [redacted]'s Visa on December 2, 2015. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company has lied to me, held over $6,000 of my money for two months promising that they could deliver.
I have spent hours on hold, took time off of work (Because they did not call two days in advance per their policy)
I have paid interest on my purchase
I have had to travel to the place I made the purchase three times
The refund noted for 431.40 I received because I went to the store and returned the bedding. The corporate office said I could keep it... They said that because I paid for it already!! This bedding will only fit their bed. Why would I want to keep it???
Horrible company!!!

Initial Business Response /* (1000, 7, 2015/09/01) */
September 1, 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) i8...

FlexTop King (with Sleep IQ) Mattress, a King FlexFitTM 2 Adjustable Base, a FlexTop King Total Protection Mattress Pad, a FlexTop King Lyocell Sheets set, two In-Balance Pillow Protectors, an In-Balance FlexTop King Layer and Home Delivery Service at one of our retail stores on July 17, 2015. Mr. & Mrs. [redacted]'s mattress and adjustable base were delivered on August 8, 2015.
Our Sales Professionals are expected to provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our products. Our Exchange and Return Policy and 25-Year Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register, and the return policy is printed on all printed sales literature advertising the respective products. All policies, the terms and conditions of sale and the limited warranty are available to anyone interested and we invite all prospective customers to read them, ask questions and understand them before making a purchase. The Store Manager contends that she and the Sales Professional, who assisted Mr. & Mrs. [redacted], made them aware of the no-return policy on their adjustable base. Mr. & Mrs. [redacted] did sign their Customer Order Agreement (copy available upon request) as well as initial the bolded paragraph below, acknowledging the terms and conditions of sale were fully understood:
___ (customer initial) 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."
While we regret that Mr. & Mrs. [redacted] did not find their i8 Queen Mattress to their liking, their adjustable base is not defective in materials or workmanship. The adjustable base functions as intended and according to Mr. & Mrs. [redacted]'s calls, is free from defect. Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM Adjustable Bases. There are hundreds of adjustable friendly mattress designs available. As long as an innerspring does not have a border rod in it and is 10-12 inches in profile, it will work just fine. All memory foam mattresses that are up to 12 inches in profile height are compatible as well.
We're sorry, we cannot accommodate Mr. & Mrs. [redacted]'s request to authorize a return for refund of their King FlexFitTM 2 Adjustable Base. We picked up Mr. & Mrs. [redacted]'s i8 FlexTop King Mattress on August 24, 2015 and mailed them a check refund.
We're sorry the mattress did not work out for Mr. & Mrs. [redacted] and wish them well. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/09/02) */
[redacted]Document Attached[redacted]
Once again, we were told by the Store Manager as well as the sales associate verbally that the base was returnable. Why would I buy something that I was unsure would even fit my new bed frame if I was not assured of the ability to return it and be "taken care of". I do not have $4,000 to waste and throw away. We also made it very clear to the store staff that I do not like foam mattresses hence why we were not looking at Temperpedic Mattresses. We gave the staff very specific information about what we were looking for and needed a comfort and they sold me something I did not need and fully knowing I would not buy a foam mattress to use with a adjustable base in the future.
The base does not fit my new frame as I was afraid of to begin with and my foot has gotten stuck more than twice.
We never denied signing anything but the staff is verbally telling consumers something that is completely false. If I had not been told I would "be taken care of" when I expressed my concerns I never would have made the entire purchase to begin with. We were deceived, lied to and taken advantage of because we were not verse in Sleep Number products and because we paid cash.
I want this problem addressed. This is a safety hazard for myself, my husband and my children!
Final Business Response /* (4000, 12, 2015/09/10) */
September 10, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. & Mrs. [redacted].
Mr. & Mrs. [redacted] purchased a Sleep Number(r) Innovation Series i8 Mattress, which is NOT a foam mattress. We do sell two memory foam mattresses in our Memory Foam Series, the m6 and the m7 models, but the i8 is NOT a foam mattress.
The FlexFitTM Adjustable Base is compatible with air, foam, latex or innerspring mattresses. As long as the mattress does not have a border rod in the sides, it will work just fine.
Our salespeople contend that Mr. & Mrs. [redacted] were fully aware of the no-return policy on their adjustable base. Mrs. [redacted] signed and initialed the Adjustable Bases Return/Exchange Policy on their Customer Order Agreement, acknowledging the terms and conditions of sale were completely understood. Due to its unique shipping and handling requirements, no returns or exchanges are accepted on our FlexFitTM Adjustable Bases - this is a standard policy in the bedding industry.
If Mr. & Mrs. [redacted]'s King FlexFitTM 2 Adjustable Base did not fit into their upholstered bed frame, they should have refused the delivery. Again, we're sorry we cannot accommodate Mr. & Mrs. [redacted]'s request to authorize a return for refund of their King FlexFitTM 2 Adjustable Base. We picked up Mr. & Mrs. [redacted]'s i8 FlexTop King Mattress on August 24, 2015 and mailed their refund.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 13, 2016/01/21) */
January 20, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We are so sorry for the numerous delays Mr. [redacted] experienced in reaching out to...

our company regarding his order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed his reorder and delivery. His reorder of an i8 FlexTop King Mattress was delivered on January 1, 2016. We have a new order set up to ship Mr. [redacted] a second remote and for our Home Delivery team to reprogram for the additional remote.
We understand that this was a tremendous inconvenience and appreciate his patience. We are mailing Mr. [redacted] an appeasement check as a token of our apologies. We hope the appeasement helps ease some of his frustration.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 15, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am in receipt of Sleep Numbers response to my complaint. Please allow me to reiterate. I purchased the bed on 11/23/15. THe first mattress delievered was sometime in December 15, but what was delieverd was a single king mattress when I had ordered the IS Flex top. Sleep number nerver admitted to their mistake and stated I had to pay an extra 800.00 to order that mattress. I paid the additional 800.00 in a cashiers check and the 2nd bed was to be delievered on 12/21/15 between 9:00 and 1:00pm. THe bed was never delieverd. No call nothing. I finally after waiting 45 minutes got in touch with customer service. They were not helpful and told me I had to wait until 1/1/16. FinallyI was told the bed would be delievered on 1/1/16, between the hours of 12:00pm and 7:00pm, It was delievered at 7:00pm. With all the waing I thought I should have been top of the list for delivery. I ordered 2 remotes for this bed and it only came with one. Now I have a 3 week wait for installation for the second remote. I paid 7k for this bed and I will not accept anything less than 700.00 as an appeasement check for my inconvenience. I am 85 years old and feel slighted by Sleep number because I have to wait another 3 weeks for installation of a second remoste. It doesnt make sense that I can only utilize part of of a 7 k bed since my purchase on 11/23/15. Also Sllep number needs to improve customer service because haveg to waiti time and time again to speak to a live person is ludicrous.

February 7, 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] purchased a King iLE Mattress with SleepIQ, a Modular Foundation, Standard Legs, Home Delivery and Set-Up Service, and some Bedding Collection items on September 11, 2016.    The bed was delivered on September 24, 2016.  Mr. [redacted]’s 100 Night In-Home Trial Period was to end on January 2, 2017.   On November 25, 2016 our Close the Loop Team reached out to Mr. [redacted] after receiving a survey in which Mr. [redacted] mentioned he was waking up with back and neck pain.   We asked that he reach out to us so we could assist with his comfort issues.    December 30, 2016 Mr. [redacted] called us to return his bed.  Our Customer Service Representative (CSR) offered comfort solutions and at first Mr. [redacted] declined and stated he just wanted to return, but then decided to give them a try.  Mr. [redacted]’s 100 Night In-Home Trial Period was extended to February 1, 2017 to give him some time to work the products we sent out.    Mr. [redacted] called on February 2, 2017 to set up a return on the bed and our CSR denied his request as the file was noted that the trial ended on February 1, 2017.  Mr. [redacted] escalated to a supervisor who also denied his request.   We feel that Mr. [redacted] tried in good faith to make the mattress work.  We appreciate his willingness to try our comfort solutions and would like to honor his request for a return of his bed.   A call was made to Mr. [redacted] and a voicemail was left letting him know his file has been noted we will honor the return.   The message also clearly stated that this offer is only valid until this Friday, February 10, 2017 and we will not honor the return after that date.   We’re sorry the bed didn’t work out for Mr. [redacted] and wish him well.     Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2016/02/11) */
February 11 , 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they experienced in...

reaching out to our company regarding their recent bed order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed Mr. & Mrs. [redacted]'s order. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted] elected to cancel their order. The original purchase price has been refunded back to their Visa. We regret that we have lost Mr. & Mrs. [redacted]'s business due to our computer conversion.

Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 5, 2014/10/07) */
October 7, 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 October 7, 2014, with...

mutual satisfaction.
The "10 YEAR STAIN PROTECTION LIMITED WARRANTY" is available upon request. Please note the following warranty limitations:
Repair or replacement of a product under this Limited Warranty in no way lengthens the limited warranty period.
Replacement of the mattress is limited to one (1) mattress during the life of the warranty. Replacement of the mattress covered by this warranty fulfills all terms and conditions of warranty coverage for mattress and pad. Replacement of the Total Protection Mattress Pad is limited to one (1) Total Protection Mattress Pad during the life of the warranty. All replaced items become the property of Select Comfort.
We sincerely apologize to Mr. [redacted] and Ms. [redacted] for any inconvenience.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2014/10/02) */
October 2, 2014
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
On September 11, 2014, per Mr. [redacted]'s request, his order was canceled. We hope...

Mr. [redacted] will accept our apologies for any inconveniences. Mr. [redacted]'s credit card was credited in full for $2,893.26 on September 29, 2014.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

May 11, 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 Mr. [redacted]’s experience and the damage done to her home during the...

installation of her Sleep Number® Queen Dual i8 Mattress with SIQ and Queen FlexFit1 Adjustable 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 of installing our product.  Ms. [redacted]’s complaint was discussed today May 11, 2016 and she agreed to the resolution presented.  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

Revdex.com of Minnesota & North Dakota     RE:        Mr. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].   Our records...

indicate that Mr. [redacted] ordered a c4 Mattress on January 26, 2017.  The mattress was scheduled to be delivered on February 23, 2017 but the freight was misrouted.   Our Customer Service Representative called out to Mr. [redacted] as soon as we were made aware of the error and offered the soonest available date of March 6, 2017.   The model of mattress Mr. [redacted] ordered is a “Made to Order” mattress and has a longer lead time than our “Made to Stock” models.  In looking into the situation we found that if we ordered a new mattress for Mr. [redacted] the delivery would still have to go out two weeks because of this.  Our delivery routes are booking fast due to the amount of sales from our President’s Day Sale.  If there was a way we could get the mattress to Mr. [redacted] sooner we would most certainly do so.   We’re terribly sorry for the inconvenience this has caused and would like to offer a set of sheets as a token of our apologies.  Mr. [redacted] can contact our Customer Service Center at ###-###-#### once he has chosen his sheets of choice and we will place the order for him.   His file as has been noted with this information and anyone can assist him.  The Customer Service Center hours are 8:00 AM to 8:00 PM CST Monday through Friday and 8:30 AM to 5:00 PM CST on Saturdays.    Best regards, Customer Advocacy Escalation Consultant