Select Comfort Corporation

Initial Business Response /* (1000, 11, 2016/01/25) */
January 25, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, 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] elected to cancel her order so her MasterCard was credited in full on December 23, 2015. We regret that we have lost Ms. [redacted]'s business due to our computer conversion.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 13, 2016/02/03) */

I am rejecting this response becauseFirst I was told I would get 12 months interest free financing or I wouldn't get the replacement top and padding.  Who in their right mind would pay 29.99% interest rate when I could have purchased a new bed with no interest for 36 months or a new bed from Rooms To Go for 6 years no interest!  Second, they said I was transferred to the bank to ask for a better interest rate but the bank referred me back to Select Comfort who referred me back to the bank and so on.  I could not get a straight answer from anyone I talked with.  When I asked the person if they would purchase anything with a 29.99% rate I received no answer!  This company is dishonest and by their own admission, they sent me the information about the interest rate after the sale!  this is unacceptable and I want this entire incident to be available on the Revdex.com web site.

April 9, 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 customers, Mr. [redacted]. We apologize we were initially unable to find Mr. [redacted]’s order for...

the Pillowology Pillow purchased September 7, 2013.  As Mr. [redacted] stated, the Sales Professional rang up the order as an accessory order due to Mr. [redacted] not having an existing file in the system.  We appreciate Mr. [redacted] providing the order number so we could find his purchase.  Mr. [redacted] stated the pillow “has prematurely broken down” and asks that we replace it.  Mr. [redacted] has been told via email with our Customer Service Department that we cannot replace the pillow for normal wear and tear.  Flattening of a pillow is not a manufacturing defect.  Per the pillow’s Limited Warranty provided on an insert in the pillow packaging: 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.  We cannot accommodate Mr. [redacted]’s request to replace his pillow for normal wear and tear.  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

Initial Business Response /* (1000, 8, 2016/01/25) */
January 25, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We'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 delayed her order. Ms. [redacted]'s adjustable base was delivered on January 9, 2016. We understand that this was a tremendous inconvenience and appreciate her patience.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/02/04) */

Initial Business Response /* (1000, 5, 2016/03/02) */
March 2, 2016
RE: Ms. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she experienced...

regarding her order and delivery. We understand that this was a tremendous inconvenience and appreciate her patience. Ms. [redacted] purchased a Sleep Number QSE, Split King, Mattress and Adjustable Base through QVC. The address on the order was incorrect resulting in the product shipping to her parent's home. Sleep Number tried to intercept the packages, but they had been returned to sender by the receiver. This resulted in the bed having to be reordered. The order has shipped and is currently in transit with delivery expected tomorrow-March 3, 2016. There are a total of seven boxes and Ms.[redacted] can reach out to our Customer Service Department at [redacted] to obtain the tracking numbers if she wishes.
Best regards,
CS Correspondence Manager

April 4, 2016      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 show Ms. [redacted] purchased a King c2 Mattress, a...

King DualTemp Layer, and a King Total Protection Mattress Pad on December 27th, 2015.   The total of the order was $3727.45 and it was financed using a Synchrony Financial account.  The order was cancelled and Ms.[redacted]’s Synchrony account was credited $3307.48.  The return of the mattress pad was never set up even though Ms. [redacted] refused delivery.  The return has now been set up which will credit Ms. [redacted] $230.99 for the mattress pad and because she refused the delivery, we will also credit back $188.98 for the shipping charges.  We understand this was a terrible inconvenience and appreciate Ms. [redacted]’s patience.  We are truly sorry the bed did not work out for her and wish her well. Best regards, CS Correspondence Manager [redacted]

I am rejecting this response because:
I do not believe this is from transpiration , the other pictures that were submitted to them were to show the above layers on top of the foam that have no spots showing on them . The foam in question lays on top of the air chambers which then has a pillowtop mattress cover that zips over top of it, there is also a memory foam add on toppers that is above that . So if the problem was with transpiration as they want to call it , this would also cause discoloration on all of the above layers , not just on the very bottom layer . And these spots would not continue to spread across the bottom of this foam , these spots are not a simple discoloration they are black even though the pictures don't show that clearly.

Initial Business Response /* (1000, 7, 2015/12/21) */
December 21, 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. We understand that this has been a tremendous inconvenience and appreciate his patience. Mr. [redacted]'s check for $148.74 was mailed on December 20, 2015.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 9, 2015/12/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At first glance I would absolutely accept the response of SleepNumber. Until I recieved my mail today. I was happy/optimistic when I noticed that I had a correspondce from Sleep Number, having read the company's reply to my complaint I was sure to take note of the date in which this letter was mailed, before even opening the envelope. With SN's promise that they had placed a check in the mail for the $148.74 on Dec 20, I was even more optimistic that I had finally put an end to this fiasco. However, I am not so lucky, especially not while dealing with a company with a overall system of ineptitude, carelessness, and lack of customer service. Instead of receiving a check as their legal department promised I was mailed a shipping label so I could ship back the bed frame that I REFUSED delivery of. This is now the second shipping label I have been mailed by SN. I have called the only customer service number available 5 times!!! Each time I am told that they rep is completing the refund process, and that they would fill out a request for a manager to call me back in 48-72 hours. Not only have I not been given MY money back, but I have still been unable to speak with a manager. I am beyond a loss for words. This is without a shadow of a doubt the worst customer service experience I have ever been forced to deal with. I would really appreciate it if the Revdex.com could provide me with some direction as to additional recourse available to a customer, as SN apparently could care less. I have attached a pic of the wonderful letter I recieved from this mockery of a company.
Final Business Response /* (1000, 13, 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 experienced in reaching out to our company regarding his refund. Mr. [redacted] did not receive a check refund. Mr. [redacted]'s MasterCard (ending in [redacted]) was credited $148.74 on December 20, 2015. We are sorry for the misinformation regarding his method of refund.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/03/04) */
March 4, 2015
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
Our records indicate that Mr. [redacted] purchased a Sleep Number(r) p6 King Mattress &...

Modular Base ($2,793.58 with tax included and after a promotional credit of $313.20) and Home Delivery Service ($194.39) at one of our retail stores on January 1, 2015. Mr. [redacted] paid an actual total of 2,948.37 for his purchase using a Visa credit card. Mr. [redacted]'s mattress and base were delivered on January 16, 2015.
Our Sales Professionals are expected to provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our products. Our Exchange and Return Policy and 25-Year Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register, and the return policy is printed on all printed sales literature advertising the respective products. All policies, the terms and conditions of sale and the limited warranty are available to anyone interested and we invite all prospective customers to read them, ask questions and understand them before making a purchase.
On January 21, 2015, Mr. [redacted] called our customer service requesting authorization to return his mattress and base and was provided the three return shipping options, which are:
You can return it using a carrier of your choice and you are responsible for any shipping charges.
Or, we can set up 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.
Mr. [redacted] chose Home Delivery Return Service and understood that $199.99 would be deducted from his refund.
Mr. [redacted] could have chosen UPS Delivery for $89.99 versus Home Delivery & Set-up Service $179.99. It seems that Mr. & Mrs. [redacted] might have gotten the $89.99 UPS Delivery cost confused as the Home Delivery Return Service cost.
Mr. [redacted]'s mattress and base were picked up on January 28, 2015. Upon receipt, his Visa was credited for $2,553.99.
We're sorry, we cannot accommodate Mr. [redacted]'s request for any additional refund. We're sorry the mattress and base 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, 7, 2015/03/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They completely ignored the fact that we were lied to by the so called sales professional. She told us the cost, when we asked about it, would be $89 to return the bed. She mentioned nothing else. The return policy on the web site gave none of the details mentioned, other that the fact we would be responsible for the shipping, nor did the paper work we received. They also ignored the fact that this so called sales professional also did not inform us that we could have chosen to have the bed shipped to us without the home delivery and setup.They ignored that the delivery people did not leave the boxes so that we could return the items ourselves. Finally, we would have hesitated to buy the bed, that we were unable to try out first, if we had known it would cost us $400 to return it. I feel that we have gone from being a happy sleep number bed owner to feeling we have been deceived and misused in order to get a sale. So no this is not acceptable.
Final Business Response /* (4000, 9, 2015/03/16) */
March 4, 2015
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
There was obviously some sort of misunderstanding or confusion regarding the cost to ship or deliver the bed, and the cost to return the bed. Everything else Mr. [redacted] has ever purchased from Sleep Number, including a mattress in 1995, was shipped to him via UPS. We depend on UPS a great deal, since we cannot send our Home Delivery Service to all locations where UPS can deliver. If you purchase a bed on our web site, you are offered both options, UPS and Home Delivery Service, wherever available. Of course we expect our sales professionals to inform the customer of both methods of delivery and we apologize if both options were not made clearer to Mr. [redacted].
At Mr. [redacted]'s location, UPS Delivery is $89.99 or Home Delivery & Set-up Service for $179.99 (plus tax). Home Delivery Service does not leave behind the shipping boxes unless the customer requests it. Most customers appreciate the fact that they don't have to worry about the recycling or disposal of the boxes.
The cost of UPS Shipping is non-refundable. The cost of the Home Delivery & Set-up Service of $179.99 is non-refundable. Home Delivery Return Service (disassembly, packaging, shipping and insurance) at $199.99, is not a complimentary service. It is common for services involving the ever-increasing high cost of fuel, paid labor, and convenience, to be priced accordingly.
We're sorry, we cannot accommodate Mr. [redacted]'s request for a refund of the Home Delivery & Set-up Service or Home Delivery Return Service.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.We were given the Case Manager's direct number and have been in further contact with her.  She informed us she would be presenting our case to her upper management to see what compensation could be made to us for the aggravation, disappointment, and frustration we were made to deal with in attempting to purchase a bed from this company.  We decided to give Select Comfort / Sleep Number another chance based on our conversations with the Case Manager, and knowing we have her direct number in case of any additional problems.Sincerely,[redacted]

Initial Business Response /* (1000, 8, 2016/01/11) */
January 11, 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 customer service. This is not our normal mode of operation. We recently implemented a complete computer systems conversion, which affected his order.
Mr. [redacted] bed canceled his bed order and returned his Total Protection Mattress Pad to the store for a refund. The only item Mr. [redacted] decided to keep is his CoolFit Pillow. Again, we are sorry for the delays and regret that we have lost Mr. [redacted]'s business due to our computer conversion.

Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2014/11/05) */
November 5, 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 on October 29, 2014, with mutual...

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

Initial Business Response /* (1000, 5, 2016/02/10) */
February 10, 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 Sleep Number(r) King c4 Mattress was installed on February 3, 2016. We hope this helps ease some of their frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 7, 2016/02/10) */

March 12, 2016
RE: Ms. [redacted]
Case # 
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]'s bed was returned on February 26, 2015 via our Home Delivery Team. Per our Terms and Conditions of Sale, "refunds will be issued to the original form of payment within approximately 21 days from the date returned."
It is strongly recommended that Ms. [redacted] make any required payments while waiting for the credit to post. We do not want her credit impacted by not doing so. Any overage paid will be returned to her by issuing bank.
We are sorry the bed did not work out for Ms. [redacted] and wish her well.
Best regards,
CS Correspondence Manager

Initial Business Response /* (1000, 11, 2015/08/26) */
August 26, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
Our records indicate that Mr. & Mr. [redacted] purchased a Sleep Number(r) c4 Queen...

Mattress with Sleep IQ, a Queen FlexFitTM 1 Adjustable Base, an Headboard Bracket, a Total Protection Mattress Pad, an In-Balance Layer, a Latex Pillow, a Down-Alternative Pillow, two In-Balance Pillow Protectors and Home Delivery Service at one of our retail stores on April 24, 2015. Mr. & Mr. [redacted]'s bed was delivered on May 7, 2015.
On May 19th, we sent our Home Delivery technicians team back to set up a complimentary Legs Kit and the Sleep IQ, since WiFi credentials had not been secured at initial delivery. The Legs turned out to be unnecessary.
On June 4th, Mr. [redacted] called customer service about the mattress shifting, so we sent our technicians team out to re-bolt the mattress to the base.
On July 22nd, Mr. [redacted] contacted our Customer Service department to say that his mattress was hanging over the side of his base. Our Customer Service Representative asked him to measure his mattress in 3 locations to see if it was a warranty issue. Mr. [redacted] said he was physically unable to perform the measuring and disconnected the call.
On August 5th, Mr. [redacted] called to say that the mattress was shifting again and wanted it "fixed." We shipped a new Cover (entire mattress shell) and sent our technicians back again to install the Cover on August 17, 2015.
The sliding of the mattress on the adjustable base is likely the result of dragging the Cover when entering and exiting the bed. This condition will just continue to repeat even after parts are replaced. We do not believe this complaint is a defect in materials or workmanship; it is not a warranty issue.
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."
Mr. [redacted] has told us that both he and Mrs. [redacted] are handicapped. While we certainly sympathize with Mr. & Mrs. [redacted]'s medical conditions, we do not design, manufacturer or sell medical equipment or hospital standard quality beds. While we encourage our customers to contact us with regard to any issues and are committed to maintaining the highest standards of customer satisfaction, we believe Mr. & Mrs. [redacted] would be best served by sleeping on a mattress and base designed for their unique medical/physical needs and encourage Mr. & Mrs. [redacted] to discuss their needs with their treating physician(s).
On August 7th, Mr. [redacted] declined our offer to take a return on his mattress and base. We will continue to honor Mr. & Mr. [redacted]'s 25-Year Limited Warranty on their c4 Queen Mattress and FlexFitTM 1 Adjustable Base, but we believe we have done all we can do to address this concern and will not be replacing parts (or sending technicians) again for this particular issue.
Please note that the offer presented to Mr. [redacted], to return only the mattress and adjustable base for a refund is limited to 30 days from today's date and will expire on September 26, 2015. If Mr. & Mrs. [redacted] elect to take advantage of this limited-time offer, there will be a Home Delivery Return Service fee of $179.99 deducted from the refund and the Home Delivery & Set-up fee will not be refunded. No return on bedding accessories.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 10, 2016/01/19) */
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 Ms. [redacted] for the delays she experienced in reaching...

out to our company regarding her concerns. Ms. [redacted] elected to return her bed for refund. Upon receipt, Ms. [redacted] will receive two credits to her Synchrony account, $4,000 and $3,000, and a check for 437.72 will be mailed to her. A pre-paid UPS return shipping label has been mailed to Ms. [redacted] for the return of her Total Protection Mattress Pad. Upon receipt of the mattress pad, a check refund for $232.09 will be mailed to her. This will provide Ms. [redacted] with a FULL refund.
We're sorry the bed has not worked out for Ms. [redacted] and we wish her well.
Best regards,

Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 12, 2016/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

February 1, 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].   Our records indicate that Mr. [redacted] purchased a King i8 Mattress with SleepIQ, a King FlexFit2 Adjustable Base, Home Delivery and Set-Up Service, a Total Protection Mattress Pad and three pillows on October 15, 2016.   The accessories were received in store and the bed was delivered via our Home Delivery Team on October 26, 2016.   The Sales Professional who assisted Mr. [redacted] went over the Terms and Conditions of Sale in detail and the Customer Order is signed (copy available upon request) as well as initialed at the following disclaimer regarding Adjustable Bases:   Adjustable Bases (FlexFit1, FlexFit2 and FlexFit3:  Due to their unique handling and delivery requirements, all adjustable bases are excluded from any In-Home Trial Policy and are not returnable or exchangeable.  All sales of FlexFit adjustable bases are final.   Mr. [redacted] called our Customer Service Center (CSC) on December 10, 2016 wanting to return the bed due to it not being what he expected.  Our Customer Service Representative (CSR) inquired as to the reason to return and tried to assist with comfort solutions but Mr. [redacted] declined.  Our CSR then went over all the return options and Mr. [redacted] chose to have our Home Delivery Team come out and pick up the bed.  Our CSR explained that the adjustable base was a final sale.  Mr. [redacted] said he would have to figure this out and call us back, but before ending the call he asked about the comfort solutions.  Our CSR explained the different options available and Mr. [redacted] said he would call back.   On January 23, 2017 Mr. [redacted] called our CSC and stated that he wanted to return his bed and that he was previously told he could not return the adjustable base.  He explained that wasn’t going to work for him and requested to speak with someone higher up the ladder.  Mr. [redacted] was transferred to a supervisor who placed Mr. [redacted] on hold and called out to the store where Mr. [redacted] purchased his bed and inquired about the Terms and Conditions of Sale.  The Sales Professional confirmed the paperwork was signed and initialed at the disclaimer that states the adjustable base is a final sale.  The call was dropped and the supervisor called Mr. [redacted] back.  The supervisor explained that we confirmed the paperwork was signed acknowledging that Mr. [redacted] read and agreed to the Terms and Conditions of Sale and initialed at the disclaimer and as such we could not take a return on the adjustable base.  Mr. [redacted] accused our supervisor of being unwilling to help and at 3 minutes and 30 seconds into the call Mr. [redacted] said our Sales Professional had him sign some “stuff” but he didn’t read it.  Mr. [redacted] again requested someone higher and due to wait times our supervisor submitted a callback form to have a Case Manager reach out to Mr. [redacted].   Later that day one of our Case Managers called out to the phone number on Mr. [redacted]’s file (the phone number in Mr. [redacted]’s account is different from the phone number on the complaint) and left a voicemail explaining that since we have the signed and initialed paperwork we are unable to take a return on the adjustable base.  In his voicemail he left the phone number to contact the team directly should Mr. [redacted] have questions or concerns.  We’ve not heard back from Mr. [redacted] since.   We cannot honor Mr. [redacted]’s request for a full refund.  The documents are signed and initialed that he agreed to the Terms and Conditions of Sale.  Due to Mr. [redacted]’s delivery date of October 26, 2016 his 100 Night In-Home Trial ends on February 3, 2017 and he would need to contact us by then to set up a return on his i8 mattress if he still wishes to return.       Best regards, Customer Advocacy Escalation Consultant

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, Ms. [redacted].
Ms. [redacted]'s complaint was discussed and resolved on April 10, 2015, with mutual...

satisfaction. We sincerely apologize to Ms. [redacted] for any inconvenience.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/05/12) */
May 12, 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 discussed and resolved on May 6, 2015, with mutual...

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

Initial Business Response /* (1000, 5, 2015/01/07) */
January 7, 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) p5...

Double Mattress & Modular Base ($2,139.98 - includes tax), a Total Protection Mattress Pad ($235.39) and Home Delivery Service ($192.59) at one of our retail stores on September 1, 2014. Mr. & Mrs. [redacted] paid for their purchase using a Synchrony financing plan. Mr. & Mrs. [redacted]'s mattress and base were delivered on September 16, 2014 and the Mattress Pad was shipped via UPS.
Our Sales Professionals are expected to provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our products. Our Exchange and Return Policy and 25-Year Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register, and the return policy is printed on all printed sales literature advertising the respective products. All policies, the terms and conditions of sale and the limited warranty are available to anyone interested and we invite all prospective customers to read them, ask questions and understand them before making a purchase. Mr. [redacted] did sign their Customer Order Agreement (copy available upon request), acknowledging 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 (800-472-7185) 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 October 10, 2014, Mr. [redacted] called our customer service requesting authorization to return their mattress and base. Mr. [redacted] was provided with the three return options, which are:
"Home Delivery Return Service
Home Delivery Technicians come to your home, disassemble the mattress and/or foundation, package, insure and return ship it to Select Comfort - $199.99. The cost for this service is deducted from your refund. Initial Home Delivery Service charges will not be refunded in the event of a return.
ARS (Authorized Return Service) UPS Pre-paid Return Shipping Labels
ARS Labels are only valid in the continental US. The customer is mailed return pre-paid shipping labels at $29.99 per package (price includes insurance). You will disassemble the bed, package it and it drop off at any authorized UPS shipper (Mailboxes, Etc., Pak Mail, Post Net, Postal Annex, The Package Store, Parcel Plus). You can also contact UPS to request a one-time pick up at your home; they must specify that it is an ARS pickup. UPS will require a $10.00 payment at the time of the pickup (not per box). The cost of the labels is deducted from your refund.
Return Shipping Labels
You are mailed return shipping labels. These labels can be used with the carrier of your choice. You are responsible for all costs associated with shipping the bed. We do recommend they choose a carrier that provides tracking capabilities."
Mr. [redacted] chose Home Delivery Return Service even though he was upset that he had to pay for return shipping. While we regret that Mr. & Mrs. [redacted] did not find their p5 Mattress & Base to their liking, they never expressed any defect in materials or workmanship. Mr. [redacted] said the bed was "just not for them." Mr. & Mrs. [redacted]'s bed was picked up on October 9, 2014 and their Synchrony account was credited for $1,939.99 on October 10th.
We're sorry, we cannot accommodate Mr. [redacted]'s request for a refund on shipping costs or their mattress pad.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Paragraph 2 of their reply is false,there was no such documents posted at their registers.Paragraph 3 there was no explanation of a 100 night trail policy. when I called to tell them I was returning the bed,I was informed that I would have too return the bed to Cleveland,Ohio,not to the Boardman store where we made the purchase.Had we known any info on their scam return policies we would have never made this purchase.I acknowledge that we owed for the mattress [email protected] and am willing to pay the 179.99 setup/removal fee in the contract we signed and that we are entitled to 2167.99 credit,not 1939.99 I also want you to know that a complaint has been filed with the Attorney General of the state of Ohio. We have made many many purchases in our lifetimes and have never ever had a scam like this pulled on us.our credit rating is far above average credit ratings so we are not trying to pull a fast one on anybody.The last paragraph is also completely false, we never ask for any refund of any sort for the mattress pad
Final Business Response /* (4000, 9, 2015/01/14) */
January 14, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. & Mrs. [redacted].
Again, we're sorry, we cannot accommodate Mr. [redacted]'s request for a refund on shipping costs.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst