Select Comfort Corporation

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.

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".

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, 2016/01/26) */
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.)

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, 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

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, 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, 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, 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

Initial Business Response /* (1000, 9, 2015/12/18) */
December 19, 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 delivery. We understand that this was a tremendous inconvenience and appreciate his patience. Mr. [redacted]'s bed is scheduled to be delivered tomorrow, December 19, 2015.
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, 8, 2016/01/29) */
January 29, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [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) FlexTop King iLE Mattress was delivered January 6, 2016. Their FlexTop King FlexFit2, Stone, 2 Remotes is scheduled to be delivered January 30, 2016 between 11:00 A.M. and 3:00 P.M. We have provided an appeasement back to their Synchrony Financial account. We hope this helps ease some of their frustration.
Best regards,

CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/02/08) */

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, 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, 8, 2015/12/16) */
December 16, 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 the delivery of her bed. We understand that this was a tremendous inconvenience. Ms. [redacted]'s bed was delivered on December 12, 2015.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The bed was promised on December 11, 2015, not December 12th.
We have not received a written apology, as requested.
To add insult to injury, the delivery drivers damaged our brand new--as in, less than 2 hours in our home-bedroom furniture; we were promised contact by the company within 24-48 hours...and according to form, we've not heard anything from Select Comfort.
I've attached a picture taken December 12, 2015 while the delivery team was still on site.
Final Consumer Response /* (3000, 29, 2016/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please read more carefully: I did not infer the delivery truck drivers were circus performers.
And allow logic to guide your comments, lest they become even more libelous: The bed and foundation were delivered by two men; the voice in your recorded call belongs to one delivery driver, whilst the second delivery driver...who we heard talk with accented speech...stood by.
The interpretation of the damage having been buffed over and lacking rough edges and/or splinters was likely due to the fact that a heavy, yet smooth, object was just shoved across the bed frame.
I have included a copy of the invoice/delivery receipt.
Final Business Response /* (4000, 31, 2016/03/15) */
March 14, 2016
RE: Mrs. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mrs. [redacted].
Mrs. [redacted] forwarded the Delivery Ticket for her bedroom furniture. The invoice shows the furniture was also delivered on 12/12/2015. We have sent this information over to Xogistix. They do our Home Deliveries on the East Coast. They will be investigating the damage claim going forward and will reach out to Mrs. [redacted] to discuss their findings.
Best regards,

CS Correspondence Manager

August 28, 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 and some accessories on August 23, 2017 stating that he needed the mattress by September 1, 2017.  The bed was ordered to ship UPS Next Day Air per Mr. [redacted]’s request to ensure delivery by September 1, 2017.  Mr. [redacted] looked over the receipt prior to finalizing the transaction and proceeded with the order even after seeing that the cost to ship the mattress Next Day Air was $400.00.    Mr. [redacted] spoke with one our managers and the request to credit back the shipping fee was denied, but we did appease some accessories.    We are unable to honor Mr. [redacted]’s request for a refund as that shipping fee is what UPS charges Sleep Number to ship a mattress Next Day Air.   Best regards, Customer Advocacy Escalation Consultant

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) */

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