Select Comfort Corporation

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]

February 6, 2017   Revdex.com of Minnesota & North Dakota   RE:        Mr. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].  ...

Mr. [redacted] purchased a Queen I8 Mattress with a Modular Base and several accessories on March 15, 2009.  Mr.  [redacted] is now missing segments on his remote display making it difficult to see what number he has his bed set to.   With the advancements of technology over time we are always innovating and improving our products.  As a result of new technology, we have upgraded our Firmness Control Systems.  At this time both the pump and remote need to be replaced because our new remotes are not compatible with your older pump system. We have replacement options available that are more favorable than what would be given under the Limited Warranty as we understand the inconvenience.  We are offering specialty pricing that is very close to what the previous remote warranty replacement costs were, but gives the added benefit of a completely new pump system. In the spirit of good customer service, we have shipped the new Firmness Control System to Mr. [redacted].  The new system is shipping via UPS directly to Mr. [redacted]’s home.  We have also sent out some O-rings per Mr. [redacted]’s request.  The O-rings will be sent via US Mail.   We have made two attempts to reach Mr. [redacted] to discuss this, but he has not returned our calls.   We believe once Mr. [redacted] receives his new Firmness Control System this matter will be resolved.   Best regards, Customer Advocacy Escalation Consultant

I am rejecting this response because: This company omitted number of facts:First I clearly indicated to their rep that I do have a back problems and thus I could not lift the mattress or take it apart. Furthermore, their so called limited warranty leave lot to be desired and it was never explained at the time of purchase of this very expensive bed. I suspect there are thousands of customers who never understood the unreasonable limitation and omission of their warranty. When we replaced the side foam a mere three years after purchase we had to pay for it and it did not solve the problem. second the box or base was purchased from their company and not directly from their subcontractor and thus it is their responsibility. I and I am certain the majority of those who purchased their product and paid over $6000 for it expect that this company will send a tech to properly trouble shoot this repeated problems at no additional charge. If the defined problem was due customer miss use then the customer pay otherwise their company should replace their defective components at no charge to the customer. I find their rep are trained to give the customer the run around and take no responsibility for their product. We continue to be very disappointed and unless they correct their defective products we will never buy their product and will share our experience with friends , family and alike.

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

June 5, 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]’s son called and spoke with one of our Customer Advocacy Managers on June 2, 2017 and the complaint has since been resolved to his satisfaction.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (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. [redacted].
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. [redacted]'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

September 8, 2016     Revdex.com of Minnesota & North Dakota   RE:       Mr. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted]. Our...

records indicate Mr. [redacted] purchased a full sized C4 Mattress and FlexFit1 Adjustable Base and a Total Protection Mattress Pad on August 26, 2016.  The mattress and base were scheduled to be delivered to his mother on September 7, 2016, the day she was moving into assisted living, with a 10:30-2:30 time frame. The day of delivery it was discovered that the ship to address reverted back to the billing address and  we were told it was too far off the scheduled route to make the delivery.  Mr. [redacted] contacted our Customer Service department and we, in turn, reached out to our Home Delivery Team and our Routing Department to see what we could to ensure delivery today as promised.   We were able to arrange delivering to the correct address with a 5:30-9:30 time frame and the delivery was completed before 6:30 PM.   One of our Customer Advocacy Mangers called out to check on the delivery and awaits a return phone call.  At this time we believe this matter to be resolved. Please contact me directly if you have any questions.   Best regards, Customer Advocacy Escalation Consultant

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

June 15, 2016 Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].   I reached out to Mrs. [redacted] to resolve her issue.  Her email address ([redacted]@aol.com) has been removed from our systems and...

I advised her that it can take up to 30 days for it to totally delete.  Going forward she will not receive any solicitations from Select Comfort unless otherwise directed by her.     We sincerely apologize to Mrs. [redacted] for any inconvenience.   Best regards,   Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2016/01/28) */
January 25, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he has experienced regarding...

his bedding order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected his order and delivery. We understand that this was a tremendous inconvenience and appreciate his patience. We did apply a full discount toward the cost of the Comforter, CYPC, Down, Light Warmth, Queen as a token of our apologies. We expect the item to ship on or before February 5, 2016.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 10, 2016/02/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Item did not get shipped on the date (2/5) specified by SleepNumber. I have been waiting for two months for one item, the winter is almost over and the comforter (which was a Christmas gift) is still not delivered. SleepNumber offered half refund of total order from the beginning and has not offered anymore remediation as the wait continues. I ask that this order to be completely refunded instead of half-refund as customer courtesy for the extended period of wait time while I continue to wait for the second half of the comforter.
Final Consumer Response /* (2000, 16, 2016/02/11) */
Final Business Response /* (4000, 12, 2016/02/11) */
February 11, 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 understand that this was a tremendous inconvenience and appreciate his patience. Mr. [redacted]'s Comforter, CYPC, Down, Light Warmth, Queen was shipped Next Day Air on February 11, 2016. We have applied a credit to Mr. [redacted]'s Synchrony Financial account as a token of our apologies. We hope this helps ease some of his frustration.
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 8, 2016/01/27) */
January 27, 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 have experienced...

regarding their warranty order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their order. We understand that this was a tremendous inconvenience and appreciate their patience.
According to our records, on January 2, 2015 Mr. & Mrs. [redacted] purchased an X12, FlexTop, King Mattress and Adjustable Base with Home Delivery set up. They also purchased an Upholstered Bed K Ref Sidewing, Charcoal Chenille and bedding accessories. The X12 bed was delivered on February 4, 2015.
On January 3, 2015 an exception was made to allow an out-of-trial exchange on a Queen Dual Temp Layer that had been purchased December 7, 2013. The cost difference of $303.96 was appeased as was the Home Delivery set up/return fee.
On February 27, 2015 we sent our Home Delivery technicians to the [redacted]'s residence to troubleshoot connectivity errors. As a result of the troubleshooting we set up a no-charge warranty replacement for the DualTemp, HCS without Remote. There was no charge to Mr. & Mrs. [redacted] for the service call or warranty parts.
On March 14, 2015 the replacement DualTemp, HCS without Remote was installed and was operating normally when the technician left the Mr. & Mrs. [redacted]'s residence.
On March 25, 2015 we completed troubleshooting with the customer over the phone and appeased two remotes for their DualTemp layer.
On November 11, 2015 our Home Delivery technicians reinstalled the customer's X12 at the [redacted]'s new residence.
On December 17, 2015 we replaced 2 Remotes, FlexFit 3 at no charge.
On January 6, 2016 our Home Delivery technicians reinstalled the [redacted]'s X12 bed but were unable to resolve the cross-binding issue with Mr. & Mrs. [redacted]'s DualTemp layer.
On January 27, 2016 we appeased 2 DualTemp remotes at no charge. Mr. & Mrs. [redacted] can expect their delivery via UPS within the next 2-3 weeks.
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 8, 2015/04/10) */
April 10, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. [redacted].
Mr. & Mrs. [redacted]'s complaint was discussed and resolved yesterday on April 9,...

2015, with mutual satisfaction. We sincerely apologize to Mr. & Mrs. [redacted] for any inconvenience.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2015/12/16) */
December 16, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she experienced in reaching...

out to our company regarding her canceled order. We understand that this has been a tremendous inconvenience and regret that we have lost her business due to our company-wide computer conversion.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I lost a month of sleep because of their dishonest customer service department. I was lied to at the time I paid for the mattress on their web-site and they only offered something close to an honest reason for the delay when I was finally able to cancel my order. At the time I did cancel the order, they told me that it would have likely been another 6 weeks FROM THAT DATE before I would realize the product that I ordered. I am about to deliver a baby and literally lost a month of sleep while I was sleeping on a spare mattress and the couch. We ordered the sleep number because they were supposed to "be the best nights sleep" and after suffering a house-fire, that is all I could imagine. It was a nightmare and all they have to say is "sorry, computer malfunction". It's 2015. I don't buy it. These are the basis for class action. I ordered a mattress from a local dealer (not sleep number) and had it here in a couple of days. Sleep Number should come out with a press release that details the problems that they are causing and stop with it's deceptive advertising and/or sales practices. Their attempts to deal with this are unacceptable. I had to sit on hold for over 2 hours on 3 different occasions. How do I get that time back? How do I get that sleep back?

June 28, 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 show Mr. [redacted] purchased a King Sage InBalance Duvet Cover, a pair of King Sage Duvet Shams, a Cobalt Blue Kin Comfort Dry Sheets and two King InBalance Pillow Protectors via SleepNumber.com on April 15, 2016.  The items were delivered on April 22, 2016 via UPS.   Mr. [redacted] chatted into our Customer Service Department and requested to exchange the Duvet Cover and Shams and ultimately ended up returning the items. The two items were sent back in one box and he was credited as if only one item came back.  Mr. [redacted] chatted and called into our Customer Service Department inquiring about the refund for the second item.  We had to set this up manually to get the additional refund processed.   We’re sorry the Sage Duvet Cover and Shams did not work out for Mr. [redacted] and sincerely apologize for the delays he experienced in getting his refund.  We show that the credit settled (transmitted from Select Comfort to his Discover Card) on June 25, 2016.  The receiving financial institution typically posts the credit within 5-7 business days.      Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2015/12/16) */
December 16, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they have experienced...

in reaching out to our company regarding their refund. We understand that this has been a tremendous inconvenience.
We credited Mrs. [redacted]'s Synchrony account for the balance of $449.37 December 2, 2015.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2015/12/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

May 24, 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 Sleep Number® I8 Split King Mattress w/SIQ, a Split King FlexFit3™ Adjustable Base, and several bedding accessories on May 8, 2016.  Mr. [redacted] paid $9064.19 using a MasterCard and Synchrony Financing.  The mattress and base were delivered on May 19, 2016 by our Home Delivery Service Team. Mr. [redacted] states the bed didn’t work for him from the very first night.  Mr. [redacted] called out Customer Service Department on May 20, 2016 and explained his situation.  Our Customer Service Representative went over comfort solutions and offered to send additional foam to customize the bed for Mr. [redacted].  Mr. [redacted] accepted this offer.  Additionally, they spoke of exchanging the mattress to a firmer model.  Mr. [redacted] was very receptive to all suggestions and recommendations. Mr. [redacted] called two more times on May 20, 2016 questioning what the initial rep had told him.   He called our Customer Service Department on May 21, 2016 reiterating what was discussed on his prior calls.  On May 23, 2016 Mr. [redacted] called in to return the mattress, stating while it was comfortable, he did not want it.  He mentioned it was comfortable but did not work for him but Mrs. [redacted] really finds comfort.  He asked about exchanging and was upset that there would be a fee to have the Home Delivery Team come back out to the home.  Our Sales Professionals are expected to provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our products.  Our Exchange and Return Policy and 25-Year Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register, and the return policy is printed on all printed sales literature advertising the respective products.  All policies, the terms and conditions of sale and the limited warranty are available to anyone interested and we invite all prospective customers to read them, ask questions and understand them before making a purchase.  The Sales Professional went over the terms and conditions of sale with Mr. [redacted] in detail and Mr. [redacted] signed his Customer Order as well as initialed each respective disclaimer relative to the items they purchased (copy available upon request), including the following: “…You are responsible for the risk of loss and for shipping fees for returning or exchanging any product.  Home Delivery Return Services are available at an additional cost.” We’re sorry the i8 Sleep Number Mattress is not working out for Mr. [redacted] and would like the opportunity to work with him to find a Sleep Number Mattress that will.  We cannot accommodate Mrs. [redacted]’s request to waive the Home Delivery Fees.  This is a not a complimentary service.  It is common for convenient services that require the high cost of fuel and labor to be priced accordingly.  Sleep Number has an obligation of fairness to maintain for all of our customers and we cannot make Mr. [redacted] an exception to this obligation. The salesperson requires the copy of the Customer Order to be signed and each pertinent disclaimer initialed by the customer.  By signing and initialing, Mr. [redacted] acknowledged he was aware of the terms and conditions of sale.  Mr. [redacted] has already spoken with our Customer Service Department and asked that we note his file that he wants to return the mattress but does not want to pay the Home Delivery fees.  There are other options to set up a return.  We can send prepaid labels ($29.99 each) or address labels to use with the shipper of his choice—we could not quote a price for this option.  We will process Mr. [redacted]’s mattress return once he contacts us to process the return. Best regards, Customer Advocacy Escalation Consultant

January 30, 2017     Revdex.com of Minnesota & North Dakota   RE:        Mr. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted]....

  Our records indicate that Mr. [redacted] purchased a King c4 Mattress with SleepIQ on January 4, 2017.  The bed was delivered and installed by our Home Delivery Team on January 17, 2017.    On January 20, 2017 Mr. [redacted] called our Customer Service Center (CSC) to return the bed because he was not comfortable.  Our Customer Service Representative (CSR) offered comfort solutions but Mr. [redacted] declined. Our CSR explained he was not authorized to set up the return as the bed had only been in the home for 3 days.  We request that our customers keep the bed in the home for 30 days prior to returning as it can take a while to adjust to the Sleep Number Mattress.  Mr. [redacted] requested that someone from our corporate office reach out to him to discuss this policy.    January 24, 2017 one of our Customer Advocacy Managers tried to reach out to Mr. [redacted] but she kept getting Mr. [redacted]’s voicemail.  She left a message stating that she would set up the return for him.  Our Home Delivery team will be picking up Mr. [redacted]’s mattress on January 31, 2017.    We’re sorry the mattress didn’t work out for Mr. [redacted] and we wish him well.     Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 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 company regarding her order and delivery. We understand that this has been a tremendous inconvenience.
Ms. [redacted] delivery and setup is scheduled for December 11, 2015. We truly appreciate her patience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Revdex.com of Minnesota & North Dakota RE:  Mr. [redacted] Case # [redacted] Dear Revdex.com: Our records indicate that Mr.  [redacted] purchased a 5000 Queen Mattress and Modular Base on January 5, 2005.  Mr. [redacted] paid $1797.58 for his Sleep Number...

Bed using a MasterCard and the bed was delivered via UPS.   Mr. [redacted] called our Customer Service Center after purchasing two new Sleep Number Beds.  When disassembling the old bed, he discovered mold on the chamber and topper pad on one side of the bed.  Our CSR explained we would replace any parts affected.  Mr. [redacted] said he threw the mattress out of his upstairs window.  Our CSR again explained we would replace any parts affected and Mr. [redacted] said we should replace the whole mattress.  Mr. [redacted] said he was going to channel 9 news once he got off the phone and ended the call.   The possibility of the formation of mold within bedding products is not unique to Select Comfort products.  Though we believe it is rare, both within our products and in other products, it is an unfortunate fact that under the right conditions, mold may form within a wide variety of household goods, including upholstered furniture and various mattress products.  Common mold or mildew is occasionally present within mattress products due to a phenomenon known as “transpiration.”  Transpiration refers to the release of moisture through the pores of the human body in the form of gas or vapor during sleep.  This moisture may pass through the mattress cover and become trapped within the mattress.  Again, the possibility of mold formation is not unique to our product, and the formation of mold in our product is only a possibility, it is not inevitable.  This is not a defect nor does it warrant a recall.   For customers like Mr. [redacted], who have contacted us regarding this issue, we generally provide replacement components at no cost.  Mr. [redacted] chose to dispose of his mattress rather than have the parts replaced and is requesting a $2800 refund.  Mr. [redacted] only paid $1797.58 for both his p5 Mattress and the Modular Base.  The requested amount seems excessive.   We cannot honor Mr. [redacted]’s request for $2800, but in the spirit of good customer service, we have credited back 10% of the cost of Mr. [redacted]’s newly purchased Queen C2 Mattress.   .     Best regards,Customer Advocacy Escalation Consultant

I am rejecting this response because:i P URCHASED A NEW BED NOT A REFURBISHED ONE.  RE-FURBISHED MEANS REPAIRED.  I DON'T ACCEPT THE FACT THAT IT CARRIES THE SAME WARRANTY BECAUSE IT WAS DAMAGED WHEN YOU SENT IT HERE.  A NEW MATTRESS DOES NOT HAVE RE-FURBISHED STAMPED ON IT.  THEY ARE NOT A GOOD COMPANY SELLING USED PRODUCTS AS NEW.  I WANT A NEW MATTRESS WHICH IS WHAT I PAID FOR.  THANK YOU.