Select Comfort Corporation

Initial Business Response /* (1000, 8, 2015/12/18) */
December 18, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they have...

experienced in reaching out to our company regarding their purchases. We understand that this has been a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted]'s two refund credits: $9,964.06 and $971.99 settled on their American Express card on December 18, 2015.
Best regards,
Legal Correspondence Analyst

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, 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

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) */

Initial Business Response /* (1000, 10, 2015/04/09) */
April 9, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. [redacted].
Our records indicate that Mr. & Mrs. [redacted] purchased a Sleep Number(r) iLE...

Queen Mattress, a Queen Modular Base, a Total Protection Mattress Pad, a CoolFit 5" Pillow, a CoolFit 4" Pillow and Home Delivery Service at one of our retail stores on February 15, 2015. Mr. & Mrs. [redacted] paid for their purchase using a [redacted] financing plan. Mr. & Mrs. [redacted]'s mattress and base were delivered on March 4, 2015 and the bedding was shipped via UPS.
Both Mr. & Mrs. [redacted] signed their Customer Order Agreement (copy available upon request), acknowledging the terms and conditions of sale were fully understood; which included the following:
"100-Night In-Home Trial Policy: Unless your purchase is otherwise excluded as specified herein, the 100-Night In-Home Trial period begins the day your new Sleep Number(r) bed arrives at the "ship to" address listed above. If, after sleeping on your new bed for a full 30 nights, you are not completely satisfied, contact us within 100 days of delivery to arrange for its return. Exclusions: The 100-Night In-Home Trial Policy does not apply to the purchase of demo, display, refurbished or Factory Outlet warehouse closeout mattresses, bases or sets. The 100-Night In-Home Trial Policy does not apply to the purchase of Sleep Number(r) bedding collections or to any mattresses, bases or sets received in exchange under an original 100-Night In-Home Trial purchase.
All calls in and out of our Call Center are recorded. On March 19, 2015, Mrs. [redacted] called our customer service requesting to return their bed for a refund and the Customer Service Representative (CSR) told Mrs. [redacted] that they need to keep the bed for at least 30 days and without hesitation, Mrs. [redacted] replied, "Ok, I can take it apart and store it." Mrs. [redacted] was not upset and the CSR was calm and extremely respectful. Mrs. [redacted]'s statement in her complaint sic,
"I called the customer service number on 3/19/2015 to return the sleep number bed. THe customer service rep was rude and hateful. I described the issues I was having with the bed and she kept insisting on sending me foam to go on the bed. I declined and she began to force this option on me. I told her my husband and I were dissatisfied with the bed and just wanted to return it. The rep became more upset and angry and raised her voice in saying "you havent' had the bed 30 days yet so you cant return it" and started to hang up. I informed her we were never told that upon purchasing the bed, only thatr we had 100 nights to return for a full refund. She continued to be rude in saying I would have to call back after 30 days"
is completely false. It is very disheartening to see what someone would say in order to paint a bad picture of another person and a reputable company.
On April 8, 2015, Mr. [redacted] called and was given authorization to return their Sleep Number(r) iLE Queen Mattress & Base. Mr. [redacted] chose Home Delivery Return Service as their return shipping method and understood that the $199.99 would be deducted from his refund.
Mr. & Mrs. [redacted] will be contacted soon to arrange a convenient date and time for the pick-up of their mattress and base. Upon receipt, their [redacted] financed account will be credited for $2,308.62.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 12, 2015/04/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were never given the option to read any agreement policies. The paper we were given to sign was explained to us as being an agreement that our order and personal information were correct. Obviously we weren't asked if was wanted to read any policies because the salesperson and manager were lying and giving us partial truths about the actual return policy. No where in the store is it posted that there are no returns. Also when I spoke on the phone on 3/19/2015 with the customer service rep, she did become extremely frustrated and rude when I refused to accept the foam topper for the bed. I did not "without hesitation" tell her "ok I'll store the bed". I continued to tell her I wanted to return the bed then but she refused to give me a return order number, at that point I told her fine I would take the bed apart until I could return it. This company does bad business and sells their product through deception. We have also been charged another $200 for the bed to be returned and we were told it was no cost to return the bed. I just simply want my money back on all the shipping and the mattress.

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, 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, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he have experienced regarding...

his warranty order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected his order and delivery. His warranty parts have been delivered. We understand that this was a tremendous inconvenience and appreciate his patience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 13, 2016/01/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2015/07/10) */
July 10, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to outline our perspective regarding the complaint of our customer, Ms. [redacted].
Our records indicate that Ms. [redacted] purchased one Sleep Number(r) p5...

Queen (dual with Sleep IQ) Mattress, FlexFit 2 Queen Adjustable Base, a Total Protection Mattress Pad, a PlushFit Pillow and Home Delivery & Set-up Service at one of our retail stores on February 28, 2015. Ms. [redacted]'s bed was paid for using a Synchrony Bank financed plan and was delivered on March 11, 2015. We apologize for any confusion regarding Ms. [redacted]'s purchase.
I will address each of Ms. [redacted]'s issues:
The customer who referred Ms. [redacted] has been mailed a $100 Inner Circle Certificate.
Ms. [redacted]'s Synchrony account was credited for the $50 Sleep Number Savings card; $50.00 + tax = $53.82 on June 3, 2015.
The dual pump operates each side separately and it does not matter whether it is attached to one air chamber or two air chambers - the air flow is not affected or slowed. We replaced her dual air chambers with one single air chamber at no charge.
Ms. [redacted]'s Synchrony account was credited for the Sleep IQ; $300.00 + tax = $322.94 on March 17, 2015.
Ms. [redacted]'s Sleep Number Credit Card (issued by Synchrony Bank) is accepted only at Sleep Number and is not accepted by other retailers.
Ms. [redacted] is unclear regarding wear on her "bed topper" and about unused items that cannot be returned. Ms. [redacted] is scheduled for our Home Delivery team to inspect her bed tomorrow and we have agreed to replace any component deemed necessary by our team. We value Ms. [redacted]'s business and are making every effort to help her sleep comfortably.
Please feel free to contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 8, 2015/07/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To date, all the steps taken by the business have been to remedy their own misrepresentations. Also, the business's response includes information which conflicts with that given to me by customer service and by delivery personnel. "Innercircle certificate" has still not been received. The business has taken no steps to remedy remaining issues, but has merely outlined (the insufficient) steps already demanded by customer. The "visit" from the home delivery team consisted of the team looking at the bed and stating "there's nothing you'll be able to do about this." Was helpful to hear from the "team," however, about many other customer complaints about similar product issues, that have also yielded zero resolution from the business.
Final Business Response /* (4000, 10, 2015/07/22) */
July 22, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
The person who referred Ms. [redacted] to Sleep Number is welcome to call us for the valid InnerCircle Certificate number - the Certificate is valid until 6/2/16.
If Ms. [redacted] has any other concerns we can address, we encourage her to call us directly at [redacted], to discuss.
Please feel free to contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

May 24, 2016 RE:        Ms. [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted]. Ms. [redacted]’s damage claim was approved May 23, 2016, and the release paperwork will be sent to her to sign via email today May 24, 2016.  Once the signed paperwork is received we will start to process her check.  A representative from our corporate office reached out to Ms. [redacted] to advise of this update and offered to be her liaison.  Again, we’re truly sorry for the delay in resolution and know we will have this resolved shortly. Best regards, Customer Advocacy Escalation Consultant

May 2, 2016 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 with mutual satisfaction on April 29, 2016.  We sincerely apologize to Mr. [redacted] for any...

inconvenience. Please contact me directly if you have any questions. Best Regards, Customer Advocacy Escalation Consultant

April 6, 2016 Revdex.com of Minnesota & North Dakota RE:  Mr. and Mrs. [redacted] Case # [redacted]        Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customers, Mr. and Mrs. [redacted] Our position remains the same.  To reiterate, Mr. [redacted] signed and initialed his itemized Customer Order.  The Customer Order lists the mattress and base as separate products not a “package deal” as stated in the complaint. Additionally, Mr. [redacted] signed the Customer Order AND initialed the following disclaimer: Adjustable Bases Return/Exchange Policy:  The FlexFit1, FlexFit2, and FlexFit3 Adjustable Bases are not covered under the Sleep Number 100 Night In-Home Trial Policy.  All sales of FlexFit1, FlexFit2, FlexFit3 Adjustable Bases and/or Surround Silhouettes are final.  No returns or exchanges will be authorized or accepted. The signed and initialed Terms and Conditions of Sale were emailed to the email address on the complaint as well as the email address on Mr. and Mrs. [redacted]’s customer file, per their request to provide proof of the signed documents. The FlexFit Adjustable Base does not have to be modified to use the retainer bar.  It’s actually manufactured for use with the retainer bar if not using a Sleep Number Mattress with it.  The holes are predrilled to insert the bar.  The warranty for the FlexFit Adjustable Base is held with the manufacturer, Leggett and Platt.  They are sold for use with many different brands of mattresses.  Mr. and Mrs. [redacted] can reach out to them directly at ###-###-#### with any warranty related questions. Sleep Number has an obligation of fairness to maintain for all of our customers and we cannot make Mr. and Mrs. [redacted] an exception to this obligation. Best regards, CS Correspondence Manager

Initial Business Response /* (1000, 5, 2014/12/22) */
December 22, 2014
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) i8 Queen...

Mattress, a Queen FlexFitTM 2 Adjustable Base, a Total Protection Mattress Pad, a Smart Classic (Steel) Sheets Set, a Smart Classic (Fern) Sheets Set, a Soft-Support Down Pillow, a Medium-Support Down Pillow and Home Delivery Service (complimentary delivery & set up) at one of our retail stores on October 22, 2014. Mr. [redacted]'s order totaled $5,381.12 and he paid $5,231.12 using an American Express card and the balance of $150.00 was paid with a promotional Marketing Certificate.
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 Sales Professional went over the terms and conditions of sale with Mr. [redacted] in detail and Mr. [redacted] signed his Customer Order as well as initialed each respective disclaimer relative to the items they purchased (copy available upon request), including 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."
Mr. [redacted] called our customer service on November 24, 2014, requesting to return his mattress and adjustable base and was reminded that his Queen FlexFitTM 2 Adjustable Base is a non-returnable item. Mr. [redacted]'s Queen Mattress was picked up on December 2, 2014 and was refunded a total of $2,899.11 for his mattress (total includes a credit for Home Delivery Return Service).
On December 4, 2014, Mr. [redacted] was authorized to return all of the bedding with the exception of the Smart Classic (Steel) Sheets Set, for a refund of $559.87.
Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 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 are compatible as well.
We're sorry, we cannot accommodate Mr. [redacted]'s request for authorization to return his Queen FlexFitTM 2 Adjustable Base. We are sorry that the mattress did not work out for him and wish him well.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2014/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was informed that if I returned the bed I would only have to pay for the shipping/return fee of approx $360 at no time was I told that the adjustable base was a final sale that was not returnable. I was asked to sign and initial the sales form in order to get my bed delivered. at no time was I told that anything was not returnable. I spoke with the manager and he informed me that the salesperson was to go over each and every item which he did not. the salesperson rushed my wife and myself out of the store assuring us we would only be charged $360 if we returned the bed. the manager confirmed that this is their return policy for the beds. no where it the store was any indication that the adjustable base was a final sale and not returnable which is against connecticut consumer law that states all final sale items should have signs displayed. sleep number has numerous complaints identical to mine. I never said I didn't sign the sale terms but why would I worry about return policy when I was assured I could return the bed within 100 days. this is a clear case of misleading business practice by sleep number. as far as their claim that they cant return the adjustable base because of unique shipping and handling is nonsense. the only thing unique is that they lie about the 100 day return. I spoke to the company that makes the adjustable base and was informed that if I had purchased from them direct I could return it within 30 days. sears also sells the same base and they are not final sales and are returnable. sleep number is in business to make money anyway they can ,even charging inflated prices and poor costumed service.

Initial Business Response /* (1000, 7, 2015/03/02) */
March 2, 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) c3 Queen Mattress, a...

Queen FlexFitTM 1 Adjustable Base, a Queen Total Protection Mattress Pad, a Queen Smart Classic Sheets Set and Home Delivery Service (complimentary delivery & set up) at one of our retail stores on January 21, 2015. Mr. & Mrs. [redacted]'s mattress and adjustable base were delivered on February 3, 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. Mr. [redacted] did sign his 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 February 4, 2015, Mrs. [redacted] called our customer service saying that that their new bed was very comfortable, but it was too small to be a queen. The American standard of a FULL bed is 54" wide x 75" long and the standard of a QUEEN bed is 60" wide x 80" long. Mrs. [redacted] stated that their new Queen mattress was only 56" Wide x 76" Long. We asked her to measure it again and send photos. The two photos received show that Mr. & Mrs. [redacted]'s c3 Queen Mattress is 60" x 80" or certainly within the accepted dimensions. Mrs. [redacted] was reminded that their adjustable base is a non-returnable item, but that they could return their c3 King Mattress within the 100 Night In-Home Trial. Mrs. [redacted] got upset and said she was going to get a lawyer and go to the Revdex.com.
While we regret that Mr. & Mrs. [redacted] might not find their c3 Queen Mattress to their liking, their adjustable base is not defective in materials or workmanship. The adjustable base functions as intended and according to 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.
Mr. & Mrs. [redacted] have the option to return their c3 Queen Mattress for a refund if they contact us prior to May 14th, 2015. The three return shipping options available are:
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 you choose a carrier that provides tracking capabilities."
ARS (Authorized Return Service) UPS Pre-paid Return Shipping Labels
ARS Labels are only valid in the continental U.S. 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; you 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.
Home Delivery Return Service
Home Delivery Technicians come to your home, disassemble the mattress and/or base; package, insure and return ship it to Sleep Number - $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.
We're sorry, we cannot accept a return of Mr. & Mrs. [redacted]'s Queen FlexFitTM 1 Adjustable Base. If there is anything we can do to help Mr. & Mrs. [redacted] keep their mattress, we are here to assist. Customer Service can be reached at XXX-XXX-XXXX.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 9, 2015/03/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the resolution that was told to us over the telephone and it wasn't acceptable then and is not acceptable now! The employees of Sleep Comfort/Number withhold information and employ deceitful tatics to make sales. I now have talked to other customers and possible customers and NOT ONE said they were told about the 100 day trail is only for the mattress and not the whole bed. I am glad I was able to inform friends of mine that were considering purchasing a Sleep Number so that they didn't fall victim to the shady business tatics. As for signing the "agreemnet" the employee presented it to us that we were signing off on the prices and that we agreed to what we were paying. I now reralize this was done just to make the sale because if told the WHOLE TRUTH a lot of customers would not end up buying. I thought that these underminding sales tatics went away with the corner used cars lot that you would see in years past. The resolution of sending our undersized mattress back does nothing for us as we would still be out $1,200 for a base that we do not want. Our resolution is that Sleep Comfort/Number honor their 100 day trial as it was presented to us by their employee and allow us to return everything and give us a full refund.

Initial Business Response /* (1000, 5, 2015/10/26) */
October 26, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
Ms. [redacted]'s complaint was resolved on October 17, 2015. A return for refund has...

been set up for the return of Ms. [redacted]'s p5 Full Mattress and is scheduled for pick up on November 3, 2015.
We apologize to Ms. [redacted] for any inconvenience and wish her well. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 12, 2015/11/30) */
Select Comfort finally picked up the mattress and base on November 3,2015, after several weeks of waiting due to a "new computer system." However, I was only refunded for the mattress, not the base. After several phone calls, they said their new computer system showed a return of only the mattress. Two phone calls later to Customer Service, they stated they owed me $242.42 for the base. Today, I just spoke with Customer Service who said management would contact me in a few days regarding my request. This is my 4th call to Customer Service. They always promise a call back or refund, but it never happens. I signed for the pickup and can provide a photo of the two pieces sitting in my living room for pickup, if necessary.

Initial Business Response /* (1000, 8, 2015/12/23) */
December 23, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they have...

experienced in reaching out to our company regarding their warranty issue. We understand that this has been a tremendous inconvenience and appreciate their patience. As a token of our apologies, we will ship a new Cover to them at no charge as a ONE-TIME exception to their 25-Year Limited Warranty. Their order will be delivered via UPS within the next 4-6 weeks.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On Dec,23,2015 I received an e-mail from Sleep Number
indicating to me that a " Bed Cover" in an attempt to
resolve the issue of the Sagging bed . As of to-day ,
Dec.29 I have received nothing.If and When I receive
the item I will arrange for it to be installed and
then I will try to evaluate if it is going to resolve
my problem. This will take some time and obviously I
will not be able to meet the 'Dead Line' of January 2 ,2016 and I kindly request that you reasonably extend that time.
I still feel that Sleep Number should abide by their warranty to me for 20 years with the first Two ( 2 ) years at ( No Cost to Repair or Replace ). I Reject their statement to you (as a One-Time)
exception. I feel they are under the Obligation to
resolve the problem Completely.
Thank You,
[redacted],M.D
[redacted]
Richmond,VA,23229
Case # [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is somewhat satisfactory to me. I did receive the bed, and yes the day of the deliver men did call and worked out a better time with me.  However, your customer service of the entire matter was a complete disaster and had it not been for your delivery drivers helping me out I am sure this would be ending in a refund and by the way Howard acted at the store probably in small claims court.  You all need to look at your policies and not promise a time frame if you can not commit to that time frame.  You should also give your customers more than 20 hours notice, Because I had to wait 10 days for my opening you obviously know your delivers and can make a schedule for more than the day before maybe 2 or 3 days before would help customers out and at least make them feel like you are sympathetic.  I am still considering keeping the bed or returning it based on your customer service. Sincerely,Jennifer [redacted]

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. Part of the issue was the extended time for someone to pick up (28) minutes and another 30 minutes she put me on hold. Very poor customer service. If I hadn't asked for a manager there would not have been resolution.

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, Mrs. [redacted].
We sincerely apologize to Mrs. [redacted] for the delays she 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 her order.
Mrs. [redacted] ordered a new pump on October 21, 2015 and it was delivered on December 7, 2015 2015. We have credited Mrs. [redacted] back the cost of shipping as a token of our apologies. Again, we are sorry for the shipping delay and appreciate her patience.

Best regards, Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2016/02/15) */
February 15, 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) Split King p6 Mattress was installed on February 13, 2016. A credit settled to their Visa on February 9, 2016 as a token of our apologies. We hope this helps ease some of their frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We acknowledge that Sleep Number ultimately resolved the issue as stated. However I do not agree that this is not their normal mode of operation. The computer system conversion was used as an excuse for 5 months. During this period we were constantly faced with obstinate refusal to resolve problems of their own making in a timely and equitable manner to get a bed delivered. It took over 3 months to issue referral credits after talking to at least 6 customer reps and managers. I think the public should be made aware of their poor customer relations record as evidenced by the many reviews that I have recently discovered that relate similar experiences.
Final Consumer Response /* (2000, 8, 2016/02/17) */

Initial Business Response /* (1000, 18, 2015/10/02) */
October 2, 2015
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 Sleep Number(r) c3 California King...

Mattress, a Split California King FlexFitTM Plus Adjustable Base and Home Delivery Service at one of our retail stores on September 8, 2013. Mr. [redacted]'s mattress and adjustable base were delivered on September 20, 2013.
Our Sales Professionals provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our products. It's a highly structured process. Our Exchange and Return Policy and 25-Year Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register and all sales literature related to our FlexFit product reflects its no-return policy. All policies, the terms and conditions of sale and the limited warranty are available to anyone interested and we invite all prospective customers to read them, ask questions and understand them before making a purchase.
Our "100-Night In-Home Trial Policy" states, "100-Night In-Home Trial Policy: Unless your purchase is otherwise excluded as specified herein, the 100-Night In-Home Trial period begins the day your new Sleep Number(r) bed arrives at the "ship to" address listed above. If, after sleeping on your new bed for a full 30 nights, you are not completely satisfied, contact us within 100 days of delivery to arrange for its return. Exclusions: The 100-Night In-Home Trial Policy does not apply to the purchase of demo, display, refurbished or Factory Outlet warehouse closeout mattresses, bases or sets. The 100-Night In-Home Trial Policy does not apply to the purchase of Sleep Number(r) bedding collections or to any mattresses, bases or sets received in exchange under an original 100-Night In-Home Trial purchase."
On May 17, 2015, Mr. [redacted] purchased a Sleep Number(r) i10 Split California King Mattress to be used with his previously purchased Split California King FlexFitTM Plus Adjustable Base, which was delivered by our Home Delivery technicians on June 6, 2015. During the delivery, one of our technicians called customer service to report that Mr. [redacted] was demanding he take the c3 California King Mattress and provide a refund. Our technicians did NOT take Mr. [redacted]'s c3 California King Mattress.
A standard California King mattress is a one-piece mattress (72" x 84") and both sides of the mattress and base move together to elevate the head and foot position. A split California King set is composed of two mattresses and foundation bases measuring 36" wide x 84" long, together making one standard California King (72" x 84"). Split King adjustable beds allow each side to be adjusted independently.
It is apparent that Mr. [redacted] purchased his i10 Split California King Mattress so that each side of his bed could be adjusted independently. Mr. [redacted] could have, but chose not to return or exchange his c3 California King Mattress within his 100-Night In-Home Trial, which expired on December 29, 2013.
We're sorry, we cannot accommodate Mr. [redacted]'s request to return his c3 California King Mattress for a refund.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 20, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact that the business chooses to offer a 100 night return on a product that is inferior and not equal to a conventional matters, does not eliminate the bed (c3) is an inferior product. The fact that the business has chose not to offer any kind of credit to my account leaves me no other alternative. I will tell all of my family, friends and co-worker of my experience. Thank you.