Select Comfort Corporation

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.

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, 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, 5, 2015/07/09) */
July 9, 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 Mrs. [redacted] (Mrs. is the complainant's...

mother and purchaser) purchased one Sleep Number(r) p5 Full Mattress and Modular Base, some bedding accessories and Home Delivery & Set-up Service at one of our retail stores on October 1, 2012. Mrs. [redacted]'s bed was paid for using a GE financed plan and was delivered on October 12, 2012.
Select Comfort's Limited Warranty at the time of Mrs. [redacted]'s purchase, was a term of twenty years. The terms of the 20-Year Limited Warranty agreement are provided to customers at the point of sale. Under that 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.
On April 13, 2015, Ms. [redacted] called our customer service requesting to replace her Foam Topper Pad. This was the first and only time we had received a complaint from anyone regarding this purchase. Because Mrs. [redacted] is in her third year of ownership, we would cover 72% of the cost to replace the topper pad under the terms of the limited warranty. Ms. [redacted] got upset when asked to pay the pro-rated portion or $55.72 for a new topper pad.
Obviously, since Ms. [redacted] disposed of the bed, Sleep Number is unable to consider a return. We deem the trial period an adequate timeframe to honor a return. Mrs. [redacted]'s 30-night in-home trial period expired on November 13, 2012. We are sorry the mattress did not work out for Mrs. [redacted] and/or Ms. [redacted] and wish them well.
Please feel free to contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because the topper pad was not the only issue, but it was the mattress it had split in two. And I asked for a new mattress. And they said I would have to pay for it. I don't understand why I have to pay for a bed that is defective and it supposed to last for 20 years. And yes I did get rid of bed because I no longer could sleep on and continue to have back problems due to the mattress being split in two.
Final Business Response /* (4000, 9, 2015/07/13) */
July 13, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
To reiterate, Ms. [redacted] disposed of the bed. We are sorry the mattress did not work out for Mrs. [redacted] and/or Ms. [redacted] and wish them well.
Please feel free to contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 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 concerns and delivery. We understand that this was a tremendous inconvenience and appreciate his patience. Mr. [redacted]'s new chambers and pump are scheduled to be delivered today, December 19, 2015.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/12/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Spending $3,000 on a bed and having the worst experience I've ever received with dealing with Sleep Number's customer service there should be more than it's delivered today. I haven't had this bed but little over a year, and not to mention having it replaced 4 times.. I was offered a tech to come out, and just got told that none we're available due to them being busy. I use to tell everyone to get a sleep number, and there is no way I wouldn't try my hardest to talk people out of it now!

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

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.

October 12, 2016   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 p6 King Mattress and Modular Base on our website on November 26, 2012.  The bed was delivered via UPS.   On January 17, 2013 we made a proactive outreach call to see how the bed was working for them.  They were very happy with the bed aside from the fact that it was too low.  Our Customer Service Representative (CSR) offered to send legs at no cost in the spirit of good customer service.  The legs were delivered on January 22, 2013.   September 28, 2016 Ms. [redacted] called our Customer Service Center stating the bed had a dip in it.  Our CSR walked her through troubleshooting.  Ms. [redacted] asked a man to come in the room to help her and he discovered that the foam topper pad was “squishy”.  Our CSR started the replacement order and explained Ms. [redacted] was covered at 68% under her 20 Year Limited Warranty and gave her a replacement cost of $172.79.  Ms. [redacted] questioned the warranty and our CSR explained how the proration portion of the warranty works.  Ms. [redacted] then said it’s not a “true” 20 Year Warranty.    This is our policy and warranty.  Just because Ms. [redacted] does not agree with our terms does not make it an “untrue” warranty.  We are taking care of Ms. [redacted] as promised and will continue to take care of Ms. [redacted] under the terms of her 20 Year Limited Warranty.      We have an obligation to fairness to all of our customers and cannot make Ms. [redacted]’s request an exception to that obligation.     Best regards, Customer Advocacy Escalation Consultant

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, 21, 2015/12/07) */
December 7, 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 customer service and for the delay in the pick-up of her bed.
Ms. [redacted]'s bed was picked up and she has received all refunds due as of November 28, 2015. We truly appreciate her patience and wish her well.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 23, 2015/12/07) */

Initial Business Response /* (1000, 16, 2015/12/08) */
December 8, 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 has experienced in...

reaching out to our company regarding the delivery of her bedding.
Ms. [redacted]'s bed was delivered on November 16, 2015. Unfortunately, the sheet set is still on back-order. We will ship it out to her as soon as the item becomes available. We understand that this has been a tremendous inconvenience and truly appreciate her patience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 18, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not comfortable closing this case until I actually have at minimum a delivery date and valid tracking number for the remaining items.
Final Business Response /* (1000, 22, 2015/12/22) */
December 22, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
Again, we sincerely apologize to Ms. [redacted] for the delays she has experienced in reaching out to our company regarding the delivery of her bedding.
Ms. [redacted]'s sheet set was delivered yesterday, on December 21, 2015. UPS tracking # [redacted] - delivered to Front Door.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/03/02) */
March 2, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
Our records indicate that Mr. & Mrs. [redacted] purchased a Sleep Number(r) c2 Queen...

Mattress, a Sleep Number(r) p5 Queen Mattress, a Queen FlexFit Plus Adjustable Base and Home Delivery Service (complimentary delivery & set up) at one of our retail stores on December 2, 2013. Mr. & Mrs. [redacted]'s mattresses and adjustable base were delivered on December 17, 2013.
Partner SnoreTM was debuted at the Consumer Electronics Show in January 2014. We did not sell or have any signage in our stores regarding this feature until March 2014.
What is Partner Snore? Our current FlexFit 2 and FlexFit 3 Adjustable Base models have several pre-set and customizable bed positions. When the base is paired with a split style mattress, one of the available pre-set positions is named "Partner Snore". When one sleeper chooses "Partner Snore", the head of the opposite side of the bed is raised about 5-7 degrees. For some people, this gentle incline may reduce snoring. Partner Snore may temporarily relieve common mild snoring in healthy adults. Many people find that a slight elevation of their head helps open breathing pathways. For some, this may reduce snoring. Some may find that the slight movement of the bed will cause them to roll over. Often a change in sleep position will also pause snoring. Some owners reported the Partner Snore feature helps reduce mild snoring. We have not done any clinical trials on the effectiveness. The Partner Snore feature is not intended to treat medical issues such as sleep apnea. We advise customers to consult with their medical professional with any concerns.
On March 25, 2014, Mrs. [redacted] called our customer service requesting authorization to return both mattresses and adjustable base. Mrs. [redacted] was reminded that their adjustable base is a non-returnable item, but that they could return their c2 Queen Mattress and p5 Queen Mattress within the 100 Night In-Home Trial. Mrs. [redacted] said that they knew that the adjustable base was non-returnable, but she regretted buying it since it did not cure her husband's snoring.
On May 6, 2014, Mrs. [redacted] called us again and this time she threatened to sue us because their adjustable base did not cure her husband's snoring. While we regret that Mr. & Mrs. [redacted] did not find their Sleep Number(r) Mattress to their liking, their adjustable base is not defective in materials or workmanship. The adjustable base functions as intended and 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] dropped off their c2 Queen Mattress and p5 Queen Mattress at our plant in Minneapolis on April 23, 2014 and their Visa was credited for $2,351.37. We're sorry, we cannot accept a return of Mr. & Mrs. [redacted]'s FlexFit Plus Adjustable Base.
We sympathize with Mrs. [redacted] and know that there are millions of couples with a partner who snores, but a bed that could actually cure snoring doesn't exist.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

I am rejecting this response because:Select Comfort has accepted to give credit on all merchandise.  BUT they are leaving out my answers as to why it came to this.. For one Select Comfort is leaving out instead of letting me know prior to delivery they were backlogged on missing part Select Comfort left us with no bed to sleep in. I had giving my bed away to have my bedroom ready for delivery of the new bed.. It was NOT until March 22, 2107 that Select Comfort ( spoke with Melissa ) that part was backlogged until then they just gave me excuses and also sent me a new Mattress topper that was not needed I already had that part. I called Select Comfort to let them know they sent a part that was not necessary and that Select Comfort delivery people left the wrong part in my bedroom even after I asked delivery people to take it with them. So now I had 2 parts that belonged to Select Comfort which made us responsible for the care of these extra parts.  When UPS showed up again I refused the part because I had NO way of knowing what was in the box because I never received a call about a part be delivered and I did not want the responsiblity of yet another part  at my home. As far as appeasing me I made the calls to Select Comfort over and over for 15 days to get this taken care of so I could go purchase another bed some where else. But with out the refund back to my card I could not afford that. Here it is 19 days later and I am am still sleeping on my couch ..It took all this time for Select Comfort to FINALLY set up pick up of there merchandise.  I again had to call Select Comfort and try and get them to pick up this bed and refund my money. I spoke with Bob.[redacted] ###-###-####  ext [redacted] who placed a order for pick up but NOT until April 10 2017 which will leave us with out a bed for yet another 9 days. This never started out this way but Select Comfort  made it this way for so long. Bob told me he would contact me on April 3 2017 to make arrangements to have these 3 parcels picked up by UPS but today is April 4 2017 and never heard from Bob . I again will call him today April 4 2017 to see when  UPS will be picking up parcels.. Select Comfort has a way of turning customers problems around to make it look like they have done something  good when in fact Select Comfort has not but to make it a miserable experience with the company . WE HAVE GONE ALL THIS TIME WITH NO BED AND SELECT COMFORT HAS THE NERVE TO PUT ANY BLAME ON US. THANK YOU[redacted]

Initial Business Response /* (1000, 5, 2016/03/12) */
March 12, 2016
RE: Mr. & Mrs. [redacted]
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...

frustration they have experienced in regards to their mattress sliding off the Adjustable Base. We understand this was a tremendous inconvenience and appreciate her patience.
According to our records, Mr. & Mrs. [redacted] purchased an iLE FlexTop King Mattress and FlexTop King FlexFit1 Adjustable base along with some bedding accessories on August 30, 2014.
Mr. & Mrs. [redacted] had the mattress cover replaced February 14, 2015 and the topper pad replaced March 17, 2015. The cover was replaced again on February 23, 2016 and our Home Delivery Team went out to install on March 11, 2016.
Mr. & Mrs. [redacted] are requesting that we replace the entire bed or give them a refund. Mr. & Mrs. [redacted] are outside of the 100 Night In Home Trial, so we could not take a return at this time. They also asked that the entire bed, mattress and adjustable base be replaced. The adjustable base does not have anything to do with the mattress sliding, and as stated earlier, we just replaced the cover. We believe this issue to be resolved.
Best regards,
CS Correspondence Manager
Initial Consumer Rebuttal /* (3000, 7, 2016/03/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Select comfort did come out and replace some items on March 11, 2016.
For now this problem seems to be resolved, yet I would like to keep this complaint open for a while to see if I start having the same issue again, since Select Comfort has been there several times already and replace items and it failed to remedy the problem.
Final Business Response /* (4000, 9, 2016/03/16) */
March 16, 2016
Select Comfort Customer # [redacted]
RE: Mr. & Mrs. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up in regards to the complaint of our customer, Mr. & Mrs. [redacted].
Since Mr. and Mrs. [redacted] state that the issue is resolved, we see no reason to keep the complaint open.
Best regards,
CS Correspondence Manager

Initial Business Response /* (1000, 5, 2015/04/23) */
April 23, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to outline our perspective regarding the complaint of our customer, Mrs. [redacted].
Our records indicate that Mr. & Mrs. [redacted] purchased one Sleep...

Number(r) c2 Queen Mattress, one Memory Curved Pillow and UPS Shipping at one of our retail stores on November 28, 2014. Mr. & Mrs. [redacted]'s mattress was delivered via UPS on December 9, 2014.
At the time of purchase, all customers are required to sign their Customer Order Agreement and given a copy of their order. Mr. [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 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.
Mr. & Mrs. [redacted]'s 100-Night In-Home Trial expired on March 19, 2015. Mrs. [redacted] called Customer Service requesting to return their mattress on April 10, 2015. 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 period. We 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 comfortably. We 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 /* (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 signing. She did not do that. As consumers, we are screwed and I am not surprised. I 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, 11, 2016/01/25) */
January 22, 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. & Mrs. [redacted] for the delays they experienced in...

reaching out to our company regarding their order and delivery. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted]'s bed was delivered on January 9, 2016. The cost of their bedding has been credited to their Synchrony account as a token of our apologies.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 13, 2016/01/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We feel they have satisfied our request for further compensation for our inconvenience. Thank you for your assistance.

Initial Business Response /* (1000, 5, 2015/10/29) */
October 29, 2015
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
Today, we placed an order for our technicians to visit Mr. [redacted] to inspect his...

bed for any defects. Mr. [redacted] will be contacted soon to schedule a convenient date and time.
We sincerely apologize to Mr. [redacted] for the delay and inconvenience. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

May 22, 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] .    Ms. [redacted] purchased a 7000 King Set in June of 2008.  When her account was set up for that order, a different address was on the main file than the address used for shipping.  Our system defaults to the address that the account was opened with.  This is why our representatives were having trouble finding her file and why her confirmations had the wrong address.  Once Ms. [redacted] let us know the wrong address was on her confirmation the order was updated.  Additionally, Ms. [redacted] was told that we could not remove the address and that confirmations would have the address the account was opened with.  The actual order was corrected.   At that time Ms. [redacted] purchased her bed, Sleep Number had Firmness Control Systems that had two wired remotes.  Sleep Number has since stopped manufacturing the wired units and now offers a single wireless remote with our Firmness Control Systems.  The remote has the ability to adjust both sides of the mattress with the push of a button.   In listening to all calls with Ms.[redacted]  the calls oddly dropped as our representatives were asking exploratory questions to help find her file.  Ms. [redacted]  should have been called back, but calls came directly into each representative after the odd disconnects.  We’re sorry for the experience and are using her feedback as a coaching opportunity to prevent this from happening going forward.  We consider this matter closed.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 11, 2016/01/21) */
January 20, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We're sorry for the delays Mr. [redacted] experienced in reaching out to our company...

regarding his order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed his order. We have credited Mr. [redacted]'s Visa the $24.99 he paid for the Tech-e Pillow at the store.
We understand that this was a tremendous inconvenience and appreciate his patience. We hope this helps ease some of his frustration.
Best regards,
Mary [redacted]
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 13, 2016/01/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/10/21) */
October 21, 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 October 16, 2015. We...

apologize to Ms. [redacted] for any inconvenience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)