Select Comfort Corporation

Initial Business Response /* (1000, 8, 2016/01/28) */
January 27, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We're sorry for the delays Mr. & Mrs. [redacted] experienced in reaching out to our...

company regarding their order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed their order. We understand that this was a tremendous inconvenience and appreciate their patience.
Mr. & Mrs. [redacted]'s Sleep Number(r) i10, FT Cal King,Matt for Adj Base-CA and FlexTop Cal King FlexFit3, Stone, 2Remotes was delivered January 23, 2016. We have appeased a set of sheets, and appeased $[redacted] towards their order. We hope this helps ease some of their frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/01/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They had agreed to take off $2000 off the purchase price of the bed.

Initial Business Response /* (1000, 11, 2015/12/08) */
December 8, 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 has experienced in...

reaching out to our company regarding the delivery of his bedding.
Mr. [redacted]'s bedding was delivered via UPS November 12, 2015. We understand that this has been an inconvenience and truly appreciate his patience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2014/11/19) */
November 19, 2014
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
Our records indicate that Mrs. [redacted] purchased a Sleep Number(r) p5 (with...

SleepIQTM) Queen Mattress, a Queen FlexFitTM 2 Adjustable Base, a Dual Temp Layer, a Total Protection Mattress Pad, a Smart Sheets set and Home Delivery (HD) Service (complimentary delivery & set up) at one of our retail stores on August 9, 2014. Mrs. [redacted] paid for her purchase using a Visa and a Synchrony financing plan. Mrs. [redacted]'s mattress, adjustable base and dual temp layer were delivered on September 27, 2014.
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. Mrs. [redacted] 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 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 October 22, 2014, Mrs. [redacted] called our customer service requesting authorization to return her dual temp layer, mattress and adjustable base. Mrs. [redacted] was reminded that her adjustable base is a non-returnable item, but that she could return her mattress and dual temp layer within the 100 Night In-Home Trial. Mrs. [redacted] became upset and was transferred to a Supervisor who reiterated the no-return policy on adjustable base purchases. The Supervisor ultimately wound up offering to authorize a return on her adjustable base on the condition that she forfeits a $500.00 restocking fee and pay the Home Delivery Return Service fee of $199.99. Mrs. [redacted] agreed to these terms.
On November 3, 2014, our HD Return Service technicians (techs) arrived at Mrs. [redacted]'s home to disassemble, package and remove her Mattress, Adjustable Base, and Dual Temp Layer. All calls in/out of Customer Service are recorded. Mrs. [redacted] was speaking to a Customer Service Supervisor while the technicians were leaving her home and claimed that the return checklist paper was snatched out of her hand by the tech and that the tech pushed her. Nothing in the recorded call indicates that this happened, but Mrs. [redacted] was advised to file a police report. Our legal department required a recorded statement by the technician shortly after Mrs. [redacted]'s allegation was received and the technician contends that he never touched Mrs. [redacted] in any way. Mrs. [redacted] did not provide a police report, so we assume a report was never filed.
We're sorry, we cannot accommodate Mrs. [redacted]'s request to authorize any refund of the restocking fee or Home Delivery Return Service fee. We're sorry the bed and other items did not work out for Mr. & Mrs. [redacted] and wish them well.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2014/11/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to address the following bullet points
1) If recordings were listen to you would hear that I was told I was being charged $500.00 to break the contract not a restocking fee.
2) the request for the bed to be picked up was because I did not trust the company to be honest and want the items to be picked up by the company so I would have a receipt of items picked up. I was shown by the delivery/picked up workers how unprofessional joke of a company Sleep Number is and how a simple request to have documentation of the items taken could not be filled by the company but instead snatching items out the customers hands and then pushing the customer.
3) the employee who picked up the items did in fact push me and a police report for this was filed.

April 19, 2016 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 Queen Pearl Dual Mattress from QVC in 2011.  At that time we offered a 20 Year Limited Warranty.  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.  We’re terribly sorry Mr. [redacted] is experiencing a dip in the center of his mattress.  Our recommendation would be that Mr. [redacted] check the foam topper pad on the inside of the mattress.  There could be compression of the foam which is something that would be covered under the terms of his 20 Year Limited Warranty.   The option to exchange from a dual chamber system to a single chamber system is definitely something that can be done.  The cost of a single queen air chamber is $288 plus tax and shipping.  We do believe this will aid with the center issue, however, the ability to adjust each side of the mattress independently is lost.  The single chamber would carry a Two Year Warranty against manufacturing defects.  We ask Mr. [redacted] to contact our Customer Service Department at ###-###-#### to discuss both options.  In the spirit of good customer service, his file will be noted that we will honor 10% off the purchase price of the single chamber should he choose to purchase by May 19, 2016. Please contact me directly if you have any questions. Best regards, CS Correspondence Manager

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, Mr. [redacted].
Mr. [redacted]'s complaint was discussed on October 5, 2015 and his return pick up is...

scheduled for October 27th. We apologize to Mr. [redacted] for any inconvenience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have been left unable to sleep and delayed in pick up for no acceptable reason. We want the pick up fee waived as well as original delivery and set up fees and the acct closed on pick up. While we would very much like the mattress picked up earlier, I doubt they will respond before the 27th. If this is how customers are treated, we will be sure to share with everyone we meet, utilize social media, contact investigative news sites, and rate their company at every source we can find on the internet. They are trying to force us to keep a bed in hopes we will give in to the $500 worth of fees and pay a high price for a glorified camping mattress. I expect them to return the fees and close the acct and we will accept that. It says this may be publicly posted on Revdex.com website. Please do so

July 26, 2016     RE:       Mr.  [redacted] Case #  [redacted]       Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Ms.[redacted].   According to our records, Mr. [redacted]...

purchased a Split King m7 Mattress, a Split King FlexFit2 Adjustable Base, 2 InBalance Layers, 2 Total Protection Mattress Pads and Home Delivery Install and Set-up on June 4, 2016. The bed was delivered on June 18, 2016.  The order total was $7459.15 and paid for using Synchrony Financing.  Mr. [redacted] was not approved for the full amount, so Mrs. [redacted] opened an account for the remainder. We have the signed and initialed paperwork that states the adjustable base is a final sale (copy available per request).  This paperwork has also been sent to Mr. [redacted] per his request.   June 20, 2016 we reached out to Mr. [redacted] to discuss his experience per the request of the store. Mr. [redacted] said he assumed the Silhouette surround came with the base, and it does not. We explained we could place an order for the surround. He explained he shouldn’t be penalized for not knowing it did not come with the adjustable base and should get it for free.   In the spirit of good customer service, we offered a substantial discount on the surround and Mr. [redacted] declined the offer wanting it for free.  Our Customer Service Representative (CSR) spoke with her manager and got an even larger discount for him.  Mr. [redacted] stated that was more than reasonable but wanted to discuss with his wife and call us back.  Our CSR noted the file with the offer.   June 20, 2016 Mr. [redacted] called back and asked for free InBalance sheets on top of the discount on the surround.  Our CSR checked with a manager and his request was denied. Mr. [redacted] asked our CSR to hold on for a moment and came back to line and asked how the surround would be billed.  Mr. [redacted] was told he could finance if he had enough on his account.  When Mr. [redacted] asked our CSR to check what his available balance we explained we cannot see his balance he would need to reach out to Synchrony for that information.  Mr. [redacted] said he would call back.   July 15, 2016 called back called back to discuss experience and said he said he wanted to be done with Sleep Number and was transferred to our returns department. Mr. [redacted] stated he was sold something and thought he was getting another.  Mr. [redacted] claims he said he wanted it exactly as it sits on the floor.  Then they discussed not being told surround was an additional piece. He explained that they offered a discount but he was not going to do that.  Mr. [redacted] got very upset that he received two separate accounts stating that he would have to pay twice the interest because he had two accounts.  Mr. [redacted] then became very upset about not getting the surround, stressing he didn’t know the adjustable base didn’t come without it.  She offered to send a Smart Skirt at no cost and Mr. [redacted] asked for her supervisor.  The supervisor listened to his complaints and reminded him that he likes the bed.  He got argumentative and wanted only to return.  The manager reiterated our prior offers to get him the surround he wanted.  Ultimately, we offered to make the exception to take a return on the non-returnable adjustable base with a restock fee. He wanted to talk to his wife and said he would call us back.   We made several generous offers so he could have the bed as he saw it in the store.  Sadly, Mr. [redacted] called back and accepted the offer to return and his bed is scheduled to be picked up August 3, 2016. We’re sorry we’ve disappointed Mr. [redacted] and wish him well.               Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2015/01/23) */
January 23, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
Mrs. [redacted]'s complaint was discussed and resolved this morning on January 23,...

2015, with mutual satisfaction. We sincerely apologize to Mr. & Mrs. [redacted] for the delay and any inconvenience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

August 7, 2017   Revdex.com of Minnesota & North Dakota             RE:  Ms. [redacted]   Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding he complaint of our...

customer Ms.[redacted].   Ms. [redacted] purchased a Split King iLE Mattress with SleepIQ, a Split King FlexFit2 Adjustable Base and two mattress pads on September 9, 2016.  The bed was delivered on September 20, 2016.  We were called on September 22, 2016 and told the bed was too high.  We sent out glides to lower the bed and sent a technician at no cost to install them.   We never would have told Ms. [redacted] that she could not return her mattress within the 100 Night Trial Period.  However, the Adjustable Base is a final sale item there are no returns or exchanges on that particular product.   The next contact was March of this year we replaced the base and the cover under warranty and again sent a technician to install.  Ms. [redacted] called us in June stating she had air loss.  We advised we need her to do the troubleshooting and let us know the results and we will replace any part deemed defective under her 25 Year Limited Warranty.    We cannot honor the return of the product as Ms. [redacted] is far outside the trial period.   We will continue to support Ms. [redacted] under the terms of her 25 Year Limited Warranty.     Best regards, Customer Advocacy Escalation Consultant

June 15, 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, Ms. [redacted].  ...

Mr. [redacted]’s complaint is currently under investigation.  We will update the customer directly on the status once the investigation is complete.  We anticipate that to be within the next week.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2016/01/25) */
January 25, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We're sorry for the delays Ms. [redacted] experienced in reaching out to our company...

regarding her recent order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed her order. Ms. [redacted]'s bed was delivered on January 9, 2016. We understand that this was a tremendous inconvenience and appreciate her patience. We issued a credit to her Synchrony Financial account as a token of our apologies.
.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/02/03) */

April 7, 2016 Revdex.com of Minnesota & North Dakota RE:  Ms. [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted]. We apologize for the delay in getting Ms. [redacted] her...

appeasement.  This is not our normal mode of operation. Ms. [redacted]’s file was not noted that we would appease.  In listening to all of Ms. [redacted]’s calls with our Customer Service Center, we located the call where we did offer the appeasement.  The entry has been made and Ms. [redacted] will see the credit on her Synchrony Finance account by the end of next week. Best regards, CS Correspondence Manager

July 26, 2016   Revdex.com of Minnesota and 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].   Mrs....

[redacted] chatted with out Live Chat Representative on July 17, 2016 at approximately 6:30 PM stating that he could no longer see the numbers on his remote.  She did the troubleshooting with our representative and was presented 3 options for resolution.  Mrs. [redacted] chose to replace the pump and remote with a new system versus a refurbished system or just replacing the remotes. She was told, in error, the new system included two remotes.    Mrs. [redacted] chatted in again on July 23, 2016 to let us know she only received one remote with her new system and was told she would get two.  Our representative looked at the order and explained what she ordered only came with one remote.  Mrs. [redacted] requested a supervisor and our representative said he would have someone reach out to her.   One of the Live Chat Managers researched the chats and found the error. Our Manager has since emailed Mr. [redacted] letting him know we would make this right.  The order for the second remote has been placed and should arrive in 5-7 business days.    We will use this experience for coaching opportunities to ensure the best customer experience possible.   We apologize for the misinformation and thank Mr. and Mrs. [redacted] for letting us make it right.      Best regards, Customer Advocacy Escalation Consultant

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, Ms. [redacted].
We're sorry for the delays Ms. [redacted] experienced in reaching out to our company...

regarding her order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed her order. We understand that this was a tremendous inconvenience and appreciate her patience. Ms. [redacted]'s Sleep Number(r) Full c2 Mattress is scheduled to be delivered via UPS by the end of the day February 18, 2016. Our Home Delivery technicians are scheduled to install the mattress on March 11, 2016. We have credited her account as a token of our apologies. We hope this helps ease some of her frustration.
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 8, 2016/01/15) */
January 15, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he experienced in reaching out...

to our company regarding his order. Mr. [redacted] elected to cancel his order. We refunded his MasterCard in full on December 18, 2015. We understand that this was a tremendous inconvenience and regret that we have lost his business due to our company-wide computer conversion.
Best regards,

Legal Correspondence Analyst

Initial Business Response /* (1000, 7, 2015/11/18) */
November 18, 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 fully resolved today on November 9, 2015, with mutual...

satisfaction. We sincerely apologize to Ms. [redacted] for any inconvenience and we appreciate her patience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

May 20, 2017 Revdex.com of Minnesota & North Dakota            RE:  Mr. [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our...

customer, Mr. [redacted]. Mr. [redacted]’s bed has shipped and, per UPS tracking, all boxes but one will be delivered on May 24, 2017.  That box has a UPS tracking number but no movement since May 17, 2017.  The box has been reordered and expedited.   Per our Terms and Conditions of Sale, Sleep Number Beds are estimated to for delivery in our standard delivery areas within 2 weeks.   The email confirmation that Mr. [redacted] received is an auto-generated blanket email that states the bed will ship from our warehouse in 5-7 days, which is usually the norm.   The system did not know of the foam delay we are experiencing.   We truly apologize for the delay and are doing all we can to reduce our backlog and fulfill aging orders.  Best regards,Customer Advocacy Escalation Consultant

Initial Business Response /* (4000, 16, 2016/01/20) */
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] and her mother, for the delays she has...

experienced in reaching out to our company regarding her order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected her order and delivery. The bed is scheduled to be delivered on January 25, 2016. We understand that this has been a tremendous inconvenience and appreciate their patience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 18, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason I've decided not to accept the response from the business is because I've been told over and over again that the bed would be delivered on a specific date and it has yet to arrive. I'm glad the company realizes what a "tremendous inconvenience" this affair has been for us, especially my mother whose health is steadily deteriorating. I would still appreciate some sort of compensation for the trouble this has caused us whether it be monetary or in the form of product such as sheet sets and or comforters. Thank you again for the response.

Final Consumer Response /* (2000, 7, 2015/12/15) */
We have received moms bed this morning..YEA!!

February 1, 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 5000 King Mattress, a King Waterproof Mattress Protector, and two (2) King Primaloft Pillows on May 19, 2006.  The total of the entire order, including shipping and tax, was $2116.45.   Ms. [redacted]’s complaint states she is disputing $5800 and would like store credit for a new bed because she needs to replace her air chambers every year.    In researching Ms. [redacted]’s file, we found she actually only replaced her chambers one time, on April 4, 2016, since her purchase back on May 19, 2006.  Ms. [redacted] called our Customer Service Center (CSC) on January 27, 2017 and stated her husband’s side of the bed was losing air.  She was advised to swap the hoses so we could figure out if it was the firmness control system (pump) or the air chamber on that side of the bed and was asked to call us back in 24 hours with the results.  If the air loss stayed on the same side, the chamber would have to be replaced and if it moved to the other side, the pump would need to be replaced.  If neither side loses air after swapping the hoses, it was just a loose hose connection. Ms. [redacted] was also given the cost to replace either the pump or the air chamber under her 20 Year Limited Warranty.    Ms. [redacted] chatted in to our CSC twenty-two minutes later and stated that one of the air chambers was leaking.  Our Customer Service Representative (CSR) asked if Ms. [redacted] had done any troubleshooting and Ms. [redacted] reported that she had swapped the hoses and the same air chamber was still losing air.  Our CSR gave Ms. [redacted] the cost to replace under her 20 Year Limited Warranty and Ms. [redacted] said she should not have to pay for a new chamber again.  Our CSR explained the warranty and when Ms. [redacted] did not respond after nine minutes, the chat was ended.   We’re sorry, we cannot accommodate Ms. [redacted]’s request for a new bed, or a store credit.  We have an obligation of fairness to maintain for all of our customers and we cannot make her request an exception.  We will continue to support her under the 20 Year Limited Warranty and should she wish to replace the air chamber, she just needs to contact our CSC.   We recommend placing the order prior to May 19, 2017 as the warranty coverage drops yearly on the original purchase date.        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, 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 cancel her order. We refunded her the Home Delivery Return Service fee of $191.42 ($179.99 + tax). We did refund all applicable taxes. We're sorry the bed did not work out for her and wish her well.
Best regards,

Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 13, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Many thank you for refunding part of the monies to me. ( the delivery fee, with tax.and the tax on the bed . However , there is still an outstanding charge of $179.00 plus tax for the returned delivery charge on the bed.
I am requesting a full refund. The bed was defective.
Many thanks for your help.
[redacted]