Select Comfort Corporation

Initial Business Response / [redacted] (1000, 7, 2015/02/18) */ February 16, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr& Mrs*** Mr& Mrs***'s complaint was discussed on February 6, Mr& Mrs [redacted] are in contact with our insurance company in regards to their damage claimWe sincerely apologize to Mr& Mrs [redacted] for the damage that occurred during the delivery of their bed and for any inconvenience Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 7, 2014/10/21) */ October 21, Case # XXXXXXXX Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** Our records indicate that Mr [redacted] purchased a Sleep Number(r) pSplit King Mattress, a Split King FlexFitTM Adjustable Base, two TXL Total Protection Mattress Pads, an In-Balance Sheets set, an In-Balance King Pillowcase set and Home Delivery Service (complimentary delivery & set up) at one of our retail stores on July 7, Mr& Mrs [redacted] paid for their purchase using a GE Capital (now Synchrony) financing plan and their mattress and adjustable base were delivered on August 4, 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 productsOur 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 productsAll 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 purchaseMr [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: Adjustable Bases: The FlexFitTM 1, FlexFitTM 2, and FlexFitTM Adjustable Bases are not covered under the Sleep Number(r) Night In-Home Trial policyAll sales of FlexFitTM 1, FlexFitTM 2, and FlexFitTM adjustable bases and/or, Surround Silhouettes are finalNo returns or exchanges [redacted] be authorized or accepted." On August 29, 2014, Mr [redacted] called our customer service requesting authorization to return both their mattress and adjustable baseMr [redacted] was reminded that their adjustable base is a non-returnable item, but that he could return their mattress within the Night In-Home TrialMr [redacted] claimed that he was unaware of the no-return policyMr***'s call was transferred to a Supervisor who reiterated that their adjustable base was a non-returnable item, but did offer to authorize a return on the condition that Mr [redacted] forfeits a $restocking fee and the Home Delivery Return Service fee of $Mr [redacted] agreedMr& Mrs***'s pSplit King Mattress and Split King FlexFitTM Adjustable Base were picked up on September 10, and their Synchrony account was credited for $4,on September 11, While we regret that Mr& Mrs [redacted] did not find their mattress to their liking, their adjustable base was not defective in materials or workmanshipThe adjustable base functioned as intended and according to Mr***'s calls, was free from defectDue to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM Adjustable Bases and there are hundreds of adjustable friendly mattress designs available We're sorry, we cannot accommodate Mr***'s request for a refund of the restocking fee or Home Delivery Return Service feeWe have set up a return on the two 9-Inch Leg Kits that were purchased at the store on August 7, Mr& Mrs [redacted] will receive two UPS pre-paid return shipping labels via email and U.SMailOnce confirmed receipt, we will credit their Synchrony account for $We're sorry the bed 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 / [redacted] (3000, 9, 2014/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) They made no mention of the bed frame not being none returnableIf they had I would not have purchased the bedWhy would you purchase something that you may not like and have not be able to return said itemThey made it sound like it was no problem returning the bed no questioned askedI know that I did not read the fine print, but the way they explained everything was very misleadingI feel they were dishonest on how they made the sale pitch, which as a buyer you want to believe what they are sayingThe manager agreed that the sales person did not mention any of thisThey made it sound like it would cost nothing to return everythingI can understand not refunding the bed linen, but everything else should be refundedI do not feel that I should be charged for their misrepresentationThe store is quoting its fine print, I feel that's a way to get out of this problem, I hope you understand my problem, they were misrepresenting everythingI really want to settle this

Initial Business Response / [redacted] (1000, 5, 2015/04/23) */ April 23, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr& Mrs*** Our records indicate that Mr& Mrs [redacted] purchased a Sleep Number(r) iLE King Mattress & Modular Base, a Total Protection Mattress Pad, Knee Pillows and Home Delivery Service at one of our retail stores on February 12, Mr& Mrs***'s bed was delivered on February 24th 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 productsOur 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 productsAll 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 purchaseMr [redacted] signed their Customer Order Agreement acknowledging that the terms and conditions of sale were fully understood; which included the following: "Returns: No unauthorized returns are allowedIf you are returning your mattress, base or set purchase under the Night In-Home Trial policy, you must contact our Customer Service Center ( [redacted] ) to obtain a Return Merchandise Authorization (RMA) number before returning the bed to usOnce 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 feesRefunds will be issued to the original method of payment within approximately daysUnauthorized returns will be destroyed and no credit givenYou are responsible for the risk of loss and for shipping fees for returning or exchanging any productHome Delivery Return Services are available at an additional cost." On March 17, 2015, Mrs [redacted] called our customer service requesting authorization to their iLE King Mattress for refund and was provided with the three return options, which are: You can return it using a carrier of your choice and you are responsible for any shipping charges Or, we can set up pre-paid shipping labels that will be deducted from your refund (for a fee of $per box)These labels will include insurance and all the necessary information to ensure timely processing of your refund (Return Merchandise Authorization number, your address, our address, etc.) Or, you can choose our Home Delivery Return ServiceTechnicians come to your home, disassemble, package and ship the bed back to usThe cost for this service is $and is deducted from your refund Mrs [redacted] was upset that she had to pay for return shipping and spoke to a Case Manager who offered to reduce the Home Delivery Return Service to $A Return Merchandise Authorization (RMA) number expires after days, so if Mr& Mrs [redacted] would still prefer to return their bed, they will need to call us before the end of their 100-Night Trial period, which is June 4, We're sorry, we cannot accommodate Mr& Mrs***'s request for free Home Delivery Return ServiceIf there is anything we can do to help Mr& Mrs [redacted] sleep comfortably, we are here to assistMr& Mrs [redacted] can call us at [redacted] with any questions Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 8, 2014/11/03) */ November 3, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** All calls to Customer Service are recorded and we have no record of Ms [redacted] ever contacting us by phoneThe last record of contact we have with Ms [redacted] is from November 15, when we corresponded via emailWe emailed Ms [redacted] the troubleshooting steps to determine the source of an air loss concernWe have no record of any contact with Ms [redacted] since thenThe troubleshooting steps are We do consider a variance of 5-points to be normalRemember that you must be lying down on the bed on the respective side, in your sleeping position, whenever you check or adjust the firmness levelOtherwise, you will never get an accurate or consistent readingHowever, if you would like to troubleshoot, here are the simple instructionsTo determine if your air chamber is causing the air loss or if the pump may be causing the air loss, follow these steps: First, find the white, plastic, air chamber caps that came with the bedIf our Home Delivery Service assembled your bed, the caps are inside the Mattress Cover at the head of the bed where the zipper begins, between the Cover and the Foam Sidewall While lying on one side at a time, inflate the air chambers to desired comfort levelOver-inflate by about 10-points higher than your Sleep Number(r) Remove the hose from each air chamber and put the cap on the male connector on the air chamberPlease make sure to check that the male connector on each air chamber has a black o-ring on it Wait the same amount of time it took for you to notice an air lossIf the same air chamber still loses air, there is leak in the air chamberIf the air chamber retains the air, the pump may be causing the air loss Please call us at [redacted] with the results of the test and we will discuss the necessary component replacement and any possible associated costs We are here to assist Ms [redacted] with any questions or concerns she might have and encourage her to call us directly at [redacted] or to have someone call us on her behalf Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 5, 2015/01/14) */ January 14, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customer, Ms*** We're very sorry for the delay in crediting Ms***'s MasterCard for the $($plus 8.3% tax) promotional discount, on her purchaseThe credit settled on December 23, As a token of our apologies, we have credited Ms [redacted] an additional $ Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 5, 2015/03/12) */ March 12, 2015 Case # [redacted] Dear RevDex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. ***. Our records indicate that Mr. & Mrs. [redacted] purchased a Sleep Number(r) i10... King Mattress & Modular Base ($5,099.98 + $357.00 tax = $5,456.98), a Total Protection Mattress Pad ($197.99 + $13.86 tax = $211.85), and Home Delivery Service ($179.99 + $12.60 tax = $192.59) at one of our retail stores on July 13, 2014. Mr. & Mrs. [redacted] paid a total of $5,861.42 for their purchase using a Synchrony financing plan and their bed was delivered on July 31, 2014. On September 23, 2014, Mrs. [redacted] called our customer service requesting to return their mattress and base. Mrs. [redacted] said that she liked the bed, but Mr. [redacted] didn't. The Customer Service Representative offered to ship an additional foam topper pad in an effort to customize his comfort and Mrs. [redacted] agreed to try it. There was NO charge for the pad. On October 30, 2014, Mrs. [redacted] called again requesting to return their mattress and base. Mrs. [redacted] was provided with the three different return shipping options: "You can return it using a carrier of your choice and you are responsible for any shipping charges. Or, we can set up pre-paid shipping labels that will be deducted from your refund (for a fee of $29.99 per box). These labels will include insurance and all the necessary information to ensure timely processing of your refund (Return Merchandise Authorization number, your address, our address, etc.). Or, you can choose our Home Delivery Return Service. Technicians come to your home, disassemble, package and ship the bed back to us. The cost for this service is $199.99 and is deducted from your refund." Mrs. [redacted] chose Home Delivery Return Service and was told that their refund would be $5,256.99. The cost of the initial UPS Shipping or Home Delivery & Set-up Service is non-refundable. Home Delivery Return Service (disassembly, packaging, shipping and insurance) at $199.99, is not a complimentary service. Mr. & Mrs. ***'s Sleep Number(r) i10 King Mattress & Modular Base were picked up on November 29, 2014 and their Synchrony account was credited for $5,256.99 ($5,099.98 + 357.00 tax = $5,456.98 - $199.99 Return Service = $5,256.99). The math is correct. $192.59 Home Delivery & Set-up Service $199.99 Home Delivery Return Service $211.85 Mattress Pad $604.43 = We're sorry the bed did not work out for Mr. & Mrs. [redacted] and wish them well. Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 5, 2015/05/12) */ May 12, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** Mr***'s complaint was resolved on April 29, 2015, with mutual satisfactionMr [redacted] has received a full refundWe apologize to Mr [redacted] for any inconvenience Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 9, 2014/10/21) */ October 21, Case # XXXXXXXX Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** Ms***'s complaint was resolved today on October 21, 2014, with mutual satisfactionWe 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 / [redacted] (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 $last weekHowever, I have yet to see this charge come through on my credit card nor have I received a physical check in the mailSo I will not close this complaint until I'm actually refunded this charge as they claimed Final Business Response / [redacted] (4000, 13, 2014/11/06) */ November 6, Case # XXXXXXXX Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customer, Ms*** Ms***'s credit card was refunded the $on November 5, 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 / [redacted] (1000, 5, 2015/03/16) */ March 16, 2015 Case # [redacted] Dear RevDex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr. ***. Mr. ***'s complaint was discussed and resolved today on March 16, 2015, with... mutual satisfaction. We sincerely apologize to Mr. & Mrs. [redacted] for any inconvenience. Please contact me directly if you have any questions. Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 8, 2015/04/23) */ April 23, 2015 Case # [redacted] Dear RevDex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. ***. On December 2, 2007, Mr. & Mrs. [redacted] purchased a 5000 Queen Mattress and Modular... Base at one of our retail stores. When Mr. & Mrs. [redacted] purchased their bed, we had a 20-year limited warranty and a 30-night in home trial period. We have never offered a lifetime warranty. Our Sales Professionals are expected to provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our products. Our Exchange and Return Policy and Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register, and the return policy is printed on all printed sales literature advertising the respective products. All policies, the terms and conditions of sale and the limited warranty are available to anyone interested and we invite all prospective customers to read them, ask questions and understand them before making a purchase. Mr. & Mrs. ***'s 20-Year Limited Warranty was also published in the Owner's Manual they received with the bed purchase. Records indicate that there has never been a warranty claim on this bed. However, Mr. [redacted] called our customer service on October 6, 2014, saying that the foam topper pad was torn on each side next to the sidewalls. The Customer Service Representative (CSR) asked Mr. [redacted] to measure the Cover (mattress shell) width at the head, middle and foot to see if it had stretched and Mr. [redacted] said it was 59" at the foot, 62" at the middle and 59" at the head. A Queen is 60" W x 80" L, so this amount of stretch is not very significant. Under the 20-Year Limited Warranty agreement, we cover 100% of the cost of warranty replacement parts for the first two years. After the first two years, we cover a pro-rated share of the cost. Because Mr. & Mrs. [redacted] are in their seventh year of ownership, we would cover 52% of the cost to replace any components. The Customer Service Representative quoted Mr. [redacted] the pro-rated cost for a topper pad, sidewalls set and cover, without tax & shipping. A new Topper pad would cost $113.76 + tax and shipping at the current pro-rated cost. All warranted component purchases are final with a 30-day limited warranty for any possible defects in materials or workmanship. We're sorry that Mr. & Mrs. [redacted] are experiencing a warranty issue, but we cannot accommodate their request to replace components at no charge. We are willing to pay the shipping costs they chose to replace any components within the next 30 days. Please contact me directly if you have any questions. Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/04/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response of Select Comfort is unacceptable. I understand that your company has never had a "Lifetime Warranty", and if you review my complaint, I explained that it was a 25-year warranty, but that representations were made when we purchased the bed to indicate that this would be the last bed we would ever have to buy, because they are quality mattresses that last. The 30-night in-home trial period was not sufficient, as the issue with the bed did not occur within the 30 days. During the 30-day period, we were happy with the bed. In fact, we were happy with it until it began breaking down. I disagree that the measurements for the stretch are not significant. A 3-inch difference between the middle and head/foot of the bed is significant, especially when it comes to proper sleeping surface and given the fact that we have back issues. Covering 52% of the replacement parts for our bed is not acceptable. Because we have to replace the topper pad, sidewalls set, and cover, this is virtually the entire bed. The only thing left really is the air chamber. This is not acceptable to us. The product is not a quality product and did not last. We again assert that we want the entire bed replaced, free of charge, or reimbursement for the purchase price since the bed hasn't even lasted 7 years. Final Business Response / [redacted] (4000, 12, 2015/04/24) */ April 24, 2015 Case # [redacted] Dear RevDex.com: Thank you for the opportunity to follow up regarding the complaint of our customer, Mrs. ***. Mr. & Mrs. [redacted] purchased on December 2, 2007, and they have a 20-year limited warranty, not and a 25-year limited warranty. The stretch of their cover is considered normal wear and tear. Under the 20-Year Limited Warranty agreement, we cover 100% of the cost of warranty replacement parts for the first two years. After the first two years, we cover a pro-rated share of the cost. Because Mr. & Mrs. [redacted] are in their seventh year of ownership, we would cover 52% of the cost to replace any components. All warranted component purchases are final with a 30-day limited warranty for any possible defects in materials or workmanship. Again, we are sorry that Mr. & Mrs. [redacted] are experiencing a warranty issue, but we cannot accommodate their request to replace several components at no charge or replace their bed. As a ONE-TIME exception to their 20-year limited warranty, we will replace the Topper Pad at no charge. The new pad will be delivered via UPS within the next 5-7 business days. Please contact me directly if you have any questions. Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 5, 2014/11/06) */ November 6, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** Mr***'s complaint was discussed and resolved today on November 6, 2014, with mutual satisfactionWe sincerely apologize to Mr& Mrs [redacted] for any inconvenience Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 5, 2015/03/25) */ March 25, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** We hope Mrand Mrs [redacted] will accept our sincerest apologies for the inconveniences they experienced regarding the delivery of their bedMr***'s complaint was discussed and resolved today on March 25, 2015, with mutual satisfaction We hope Mrand Mrs [redacted] are enjoying their new Sleep Number bed and wish them well Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 8, 2014/12/23) */ December 23, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** Mr***'s complaint was discussed and resolved on December 7, 2014, with mutual satisfactionWe sincerely apologize to Mr [redacted] for the delay and any inconvenience Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 5, 2015/04/23) */ April 23, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to outline our perspective regarding the complaint of our customer, Mrs*** Our records indicate that Mr& Mrs [redacted] purchased one Sleep Number(r) cQueen Mattress, one Memory Curved Pillow and UPS Shipping at one of our retail stores on November 28, Mr& Mrs***'s mattress was delivered via UPS on December 9, At the time of purchase, all customers are required to sign their Customer Order Agreement and given a copy of their orderMr [redacted] did sign their Customer Order (available upon request) acknowledging that they fully understood the terms and conditions of sale, which included: "TERMS AND CONDITIONS OF SALE 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 aboveIf, after sleeping on your new bed for a full nights, you are not completely satisfied, contact us within days of delivery to arrange for its returnExclusions: 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 setsThe 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 Mr& Mrs***'s 100-Night In-Home Trial expired on March 19, Mrs [redacted] called Customer Service requesting to return their mattress on April 10, The Customer Service Representative explained their 100-Night In-Home Trial had expired and we cannot authorize a return after trial expiration We're sorry, we cannot authorize a return or exchange outside of the 100-Night In-Home Trial periodWe have an obligation of fairness to maintain for all customers and we cannot make this request an exception I am certain that we can help Mr& Mrs [redacted] sleep more comfortablyWe are here to assist Mr& Mrs [redacted] and encourage them to call us at [redacted] Please contact me if you have any questions Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The sales lady's job is to explain everything that we are signingShe did not do thatAs consumers, we are screwed and I am not surprisedI will reach out on social media and tell family, friends, and strangers not to shop at the location on Colerain in Cincinnati, OH

Initial Business Response /* (1000, 5, 2015/03/04) */
March 4,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
Our records indicate that Ms*** purchased a Sleep Number(r) iFlexTop King
Mattress (with SleepIQ), a FlexTop King FlexFitTM Adjustable Base, a Total Protection Mattress Pad, a Memory Fiber Curved Support Pillow, a Tech-e Pillow, a Knee Pillow, two Cotton Pillow Protectors, one True Silver Pillow Protector and Home Delivery Service (complimentary delivery & set up) at one of our retail stores on January 17, Ms*** paid $6,for her purchase using a Synchrony financing planMs***'s mattress and adjustable base were delivered on January 27,
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 productsOur 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 productsAll 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 purchaseThe Sales Professional contends that he informed Ms*** of the no return / no exchange policy on the adjustable base at the time of purchase and that Ms*** called her husband to carefully discuss the different adjustable base options before making her purchaseMs*** did sign her Customer Order Agreement (copy available upon request), acknowledging the terms and conditions of sale were fully understood; which included the following:
Adjustable Bases: The FlexFitTM 1, FlexFitTM 2, and FlexFitTM Adjustable Bases are not covered under the Sleep Number(r) Night In-Home Trial policyAll sales of FlexFitTM 1, FlexFitTM 2, and FlexFitTM adjustable bases and/or, Surround Silhouettes are finalNo returns or exchanges will be authorized or accepted."
On February 9, 2015, Ms*** called customer service stating that her bed was making noises and thought it was due to the Total Protection Mattress Pad, which she returned to the store for a refund on February 13thAs a courtesy, we sent a technician team who looked over her bed on February 18th, and the techs reported that everything was functioning perfectlyMs*** called customer service the same day, on February 18th and said that she was not informed that she could not return her adjustable base, but was willing to try our comfort kitThe comfort kit was installed today and we hope that the customization will help Ms*** sleep more comfortably
Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM 1, or Adjustable BasesThere are hundreds of adjustable friendly mattress designs availableAs long as an innerspring does not have a border rod in it and is 10-inches in profile, it will work just fineAll memory foam mattresses that are up to inches in profile height are compatible as well
Ms*** can choose to return her Sleep Number(r) iFlexTop King Mattress for a refund until the expiration of her trial period on May 7, If there is anything we can do to help Ms*** sleep comfortably, we are here to assistMs*** can call us at *** with any questions
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 12, 2015/04/13) */
I disagree with Select Comfort findings in that in its own statement that they expect their sales professional to provide all the information to make a fully informed decisionThe jargon that the return policy is on the website and so on;(you are expected search the sales counter to read the fine print and all the signs as you shopWho does that?) however it may be but it should be in the forefront in bold red letters that a $2000+ BASE is nonrefundable if you decide to return the mattress after the night satisfaction guaranteeAs I previously stated I would not have purchased a high priced item such as this with the non return policy and in that same instance you could not enjoy the total benefit of the purchaseI was even told I could use a different/regular mattressAgain I would not be able to enjoy the total benefit of the purchaseI was further told either in the store or by one of the delivery guys because of the cost to return the base to stock is why they accept no returns and I stated I would get it there rather than lose all of my money or fully enjoy the benefit of my purchaseIn all of the above the customer (me) am not treated fairlySelect should stand behind their total productsIf I can return the mattress surely I should be able to return the baseIf a customer is fully aware that this base is nonrefundable, how many sales would that generate? In response to the salesman informed me of the no return and that I "carefully" discussed it with my husband is not trueWhat I "carefully" discussed with my husband was to select either the king where the head comes up or the king where the head and foot raises or the split king where the head raises separatelyI chose the split kingEven upon signing the paperwork and "this is what it says" is vague (our return policy)as the salesman is counting their commissionThis is the United States where the customer is firstI do wish a thousand times I had read the online reviews then I am certain that I would not have made this purchaseI don't have that kind of money to lose; but thinking you are dealing with a reputable company you don't think you would have to deal with this type issueAdditionally, the bed is still popping and the delivery guys (tech/same guys) says that is normal; the response replied "perfectly" (Perfect?)Wow, that's a stretchYes, Select sent the additional FOAM now the edges are too lowI didn't even call them about that yetI see that is included in their response you can put another mattress on the bed which completely negates the purpose of the purchaseI see that I have until May 7th to return the mattressI respectfully still request a full refundIf I started a blog I know there are many more stuck like I am and they keep getting away with it; because every time, every time the customer knows this BASE IS NON REFUNDABLEI KNOW THAT IS NOT TRUE; I am not being unreasonable in expecting a full refundI would add both my husband and I are and year veterans and familiar with a lot of paperwork and great customer care and know the difference; that is what WE EXPECTEDHe is 100% disabled and having difficulty getting in and out of the bed
Finally this response is late because I did not receive the otto emails as stated
Thank you so much for your assistance in this matter and know that I have only the most humble intent for value and comfort intended for me and my husband

Initial Business Response /* (1000, 5, 2015/01/20) */
January 20,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
Mr***'s complaint was discussed and resolved this today on January 20, 2015,
with mutual satisfactionWe sincerely apologize to Mr*** for any inconvenience
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/05/08) */
May 8,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
Ms***'s complaint was addressed today, May 8, Our Sales Manager contends
that he uses the "Sleep Number Price Guide" with every customerThe Price Guide is an illustrated description of all possible mattress and base combinations, which provides the customer with all of the different options and pricingThe Sales Manager is disheartened by Ms***'s allegation
In the spirit of good customer service, we have split the price difference between the two FlexFit Adjustable Base models in half and credited Ms***'s financed account for $
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/01/22) */
January 22,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
Mr***'s complaint was discussed and resolved this morning on January 22, 2015,
with mutual satisfactionWe sincerely apologize to Mr*** for any inconvenience
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2014/10/07) */
October 7,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs***
Leggett & Platt (L&P) manufactures and warrants the FlexFit Adjustable Bases,
not Sleep NumberMrs***'s narrative of her communications with Customer Service is actually with L&P's Customer Service
I spoke to L&P Customer Service on behalf of Mr& Mrs*** and learned that a service technician was out to their home on Wednesday, October 1, and the foot massage motor was successfully replaced at no chargeWe assume that this action has resolved their complaint
We do apologize to Mr& Mrs*** for the delay and for any inconvenienceIf we can be of any assistance in the future, Mr& Mrs*** can contact us at ***
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2014/11/25) */
November 25,
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, MrsSusan ***
Our records indicate that Mrs*** purchased one Sleep Number(r) m
California King Mattress, one FlexFitTM California King Adjustable Base, one Total Protection Mattress Pad and Home Delivery Service (complimentary service) at one of our retail stores on October 11, Mrs***'s order totaled $7,and was paid $6,using a Synchrony financing plan and the balance of $1,by checkMr& Mrs***'s mattress and adjustable base were delivered and set up on October 25,
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 productsOur 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 productsAll 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 purchaseMrs*** did sign and initial each pertinent disclaimer on her Customer Order Agreement (copy available upon request), acknowledging the terms and conditions of sale were fully understood; which included the following:
"Adjustable Bases: The FlexFitTM 1, FlexFitTM 2, and FlexFitTM Adjustable Bases are not covered under the Sleep Number(r) Night In-Home Trial policyAll sales of FlexFitTM 1, FlexFitTM 2, and FlexFitTM adjustable bases and/or, Surround Silhouettes are finalNo returns or exchanges will be authorized or accepted."
On November 12, 2014, Mrs*** called our customer service requesting to return their Sleep Number(r) mCalifornia King Mattress and FlexFitTM California King Adjustable Base and was reminded that their adjustable base is a non-returnable productMrs*** claimed that she was unaware that her adjustable base was a final sale
An RMA (Return Merchandise Authorization) was set up for the return of Mrs***'s mCalifornia King Mattress and she 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 - $The cost for this service is deducted from your refundInitial 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 USThe customer is mailed return pre-paid shipping labels at $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 pickupUPS will require a $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 labelsThese labels can be used with the carrier of your choiceYou are responsible for all costs associated with shipping the bedWe do recommend they choose a carrier that provides tracking capabilities."
Mrs*** chose Home Delivery Return Service for $On November 14, 2014, Mr*** called customer service requesting to change their return method to ARS labelsTo date, the UPS tracking numbers do not show any activity
We're sorry, we cannot accommodate Mr& Mrs***'s request to authorize a return for refund of their FlexFitTM California King Adjustable BaseDue to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM Adjustable BasesThere are hundreds of adjustable friendly mattress designs availableAs long as an innerspring does not have a border rod in it and is 10-inches in profile, it will work perfectlyAll memory foam mattresses up to inches in profile are compatible as well
Once Mr& Mrs***'s mattress is returned within the Night In-Home Trial period, a refund of $4,will be credited to Mrs***'s Synchrony accountIf Mr& Mrs*** chooses to keep their mattress, we encourage them to contact us regarding customizing their comfort
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2014/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I agree that it is noted on the contract signedBut was not pointed out by the salesman when we purchased the bedWhen we asked about it being totally refundable if we were not happy with the bed there was no mention of the frame not being able to be returned as part of the bedHe stated that if we were to be unhappy with the bed that we would only have to pay for someone to come pick up the bedNot that the frame was a permanent purchase and non-returnableI also went back to the store and there is nothing at the cash register that states that the frame was non returnable, I also asked people coming out of the store that may or may not have purchased beds if they had been informed of this stipulation and they were not aware of that eitherSo it was not just us that were misled by this store and salesmanBut others as wellI feel that this is dishonest sales of a bed and should be at the cash register and be brought up by the salespersonBut it is advertising and an out right lie to state that it is posted at the cash registerBecause it is not