Select Comfort Corporation

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

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, 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

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.)

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.

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, 2015/12/18) */
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

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, 8, 2016/02/01) */
February 1, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We're sorry for the delays Ms. [redacted] experienced in reaching out to our company...

regarding her trial return. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected her trial return. We understand that this was a tremendous inconvenience and appreciate her patience. We submitted a Trial Return order for Ms. [redacted]'s Mod Base, Foot & HeadBoard Bracket,Qty 4 on February 1, 2016. A refund for her full purchase price will settle with her MasterCard approximately 2 weeks after the brackets have been returned. A [redacted]return shipping label has been emailed to Ms. [redacted] as a token of our apologies.
Best regards,
CS Correspondence Specialist

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]

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.

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, 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]

March 11, 2017     Revdex.com of Minnesota & North Dakota     RE:        Ms. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Ms....

[redacted].   Our records indicate that Ms. [redacted] purchased a King 5000 Mattress and a King Modular Base on 11/19/2001.  The bed was shipped to her home via UPS.   At the time of her purchase Ms. [redacted] had a 5/20 Limited Warranty.   The first 5 years parts are replaced at 100% coverage and then the remaining 15 years have prorated coverage.   The coverage decreases each year on the purchase date.  Mrs. [redacted] is currently covered at 20% under this warranty.    Ms. [redacted] called our Customer Service Center (CSC) on January 23, 2016 to replace her cover due to body impressions.   Our Customer Service Representative (CSR) explained that body impressions were a condition of use, not a manufacturing defect and as such is not covered under the warranty.  Once given the quote Ms. [redacted] said she wanted to discuss with her husband and would call back.     March 31, 2016 Ms. [redacted] called into our CSC from the Maplewood Store and ordered a new cover, topper and sidewalls.  The order was delivered on April 11, 2016 via UPS.     Ms. [redacted] called our CSC on February 15, 2017 stating the cover and topper needed to be replaced again.  Our CSR spoke to her supervisor and they agreed to a one time exception to cover 50% of the replacement cost as a gesture of goodwill.   Per our warranty, “Repair or replacement of a product or component under the terms of this Limited Warranty in no way lengthens the Limited Warranty period.”   Any replacement part has a 30 day out of box guarantee from manufacturing defects and then the warranty on the part replaced reverts back to the original warranty terms. Ms. [redacted] opted to not purchase the parts on this call.  Our CSR noted Ms. [redacted]’s file that we would honor the price quote given for 30 days.   We’re sorry Ms. [redacted] is disappointed.   Ms. [redacted] is requesting replacement parts and we will replace the parts for the amount quoted until March 17th, 2016---30 days from the date the quote was given.  Should Ms. [redacted] call after March 17, 2016 there will be no discount on the order.     Best regards, Customer Advocacy Escalation Consultant

May 16, 2016 Revdex.com of Minnesota & North Dakota RE:  Mr. [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted]. We truly apologize for the delay in the pick-up of the m7 Queen Mattress and Base and getting the refund out to him. Our records show that the mattress was picked up on April 22th, 2016.  A check in the amount of $3610.47 was sent to the physical address, not the PO Box and for that we are very sorry.   In checking today, the check is showing that it has since been cashed. We realize this was a terrible inconvenience and appreciate Mr. [redacted]’s patience.  Again, we’re sorry the bed did not work out for Mr. [redacted] and wish him well. Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2015/12/02) */
December 2, 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 order. We understand that this has been a tremendous inconvenience. We regret that we have lost his business due to our company-wide computer conversion and wish him well.
As of November 13, 2015, Mr. [redacted]'s Synchrony account had received a full refund. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, this was not charged to a Synchrony credit card, it was charged to a Discover Card. On November 17th I did receive a $234.84 credit to my Discover card for the mattress cover that was returned. I filed a dispute with Discover and on 11/22 they provided me a full credit of the total original charge of $7,120.18. I still need a refund to my Discover card $6,885.38, which represents the bed and the base that was cancelled and consequently never delivered. At that time the Discover dispute can be settled.
This is a classic example of the issue with Select Comfort, they have no idea what they are doing. They have the correct credit card information that was included with the order and apparently those associated with actual returned items know how to properly credit the right account. Don't know who they gave the credit to on a Synchrony account, but it wasn't me because I don't have such an account. Thanks.
Keith [redacted]
Final Business Response /* (4000, 12, 2015/12/04) */
December 3, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
As of November 13, 2015, Mr. [redacted]'s Discover card account had received a full refund.
$7120.18 10/12/15 Charge
-$6885.34 11/06/15 Credit
-$234.84 11/13/15 Credit
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 14, 2016/02/01) */
February 1, 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 i10 and FlexTop King FlexFit2,Stone, 2Remotes were delivered January 7, 2016. We have appeased their VISA. We hope this helps ease some of his frustration.
Best regards,

CS Correspondence Specialist

Initial Business Response /* (1000, 9, 2014/10/21) */
October 21, 2014
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
Ms. [redacted]'s complaint was resolved today on October 21, 2014, with mutual...

satisfaction. We sincerely 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, 11, 2014/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a voicemail from [redacted] at SleepNumber saying they would refund the $196.64 last week. However, I have yet to see this charge come through on my credit card nor have I received a physical check in the mail. So I will not close this complaint until I'm actually refunded this charge as they claimed.
Final Business Response /* (4000, 13, 2014/11/06) */
November 6, 2014
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
Ms. [redacted]'s credit card was refunded the $196.64 on November 5, 2014. Again, 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, 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.