Select Comfort Corporation

Initial Business Response /* (1000, 5, 2016/02/05) */
February 5, 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 has experienced in reaching...

out to our company regarding her warranty order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected her order. We understand that this was a tremendous inconvenience and appreciate her patience. We have replaced all component parts of Ms. [redacted]'s Sleep Number(r) Set, C. King, P2, Wood, PT, Wired under her warranty. This included all mattress parts including the air pump and modular base. She can expect shipment of her replacement parts via UPS.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 7, 2016/02/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Select Comfort has agreed to replace the bed as requested. I am waiting for the shipment to be received.

July 5, 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 Twin Long p5 Mattress, a Twin Long FlexFit+ Adjustable Base and a Twin Long Total Protection Mattress Pad on February 25, 2012.   He called us on April 24/2017 stating there was a dip in the bed.   Base on the troubleshooting, it was decided that the foam topper pad needed to be replaced.  The order was placed under the terms of his 20 Year Limited Warranty.  After receiving the topper, he called back on May 5, 2017 and stated there was still a dip and we advised to shake out the cover to fluff the fabric.   On June 17, 2017 he called back still questioning the dip in the mattress and we told him to check the base.   On June 26, 2017 we received an email from the store stating that the cover of the mattress wad ripped and we advise to have the customer call in to Customer Service to place the order for the replacement cover.  When he called in he mentioned the cover was compressed and was quoted the replacement cost of $561 as compression of the cover is considered normal wear and tear and not covered under the 20 Year Limited Warranty.  We encourage Mr. [redacted]to contact our Customer Service Center if the cover actually tore as this is something we can replace under the limited warranty.     Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2016/02/04) */
February 4, 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 exchange order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected her order. We understand that this was a tremendous inconvenience and appreciate her patience. Our records indicate we received Ms. [redacted] Sleep Number(r) Queen DualTemp Layer, 2014 on December 2, 2015. We mailed a check to Ms. [redacted] in the amount of [redacted] on January 15, 2016. The check was sent to [redacted]. Again, we apologize for the delays Ms. [redacted] experienced due to our computer conversion.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thanks for the response; however, until today, February 4, 2015, I still have not received the alleged refund check. It is hard to believe that a check was sent on January 14, 2014, and I still haven't received it. I would like to know the check number and which address it was sent to. I would also like a personal apology from Sleep number.
Final Business Response /* (4000, 9, 2016/02/11) */
February 11, 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 has experienced regarding her refund. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected her refund. We understand that this was a tremendous inconvenience and appreciate her patience. We have mailed a check to Ms. [redacted]. She can expect delivery of the check via U.S mail within 10 business days. Again, we apologize for the delays Ms. [redacted] has experienced.
Best regards,
CS Correspondence Specialist

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

Initial Business Response /* (1000, 5, 2015/01/19) */
January 19, 2015
Case # XXXXXXXX
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 two (2) Sleep Number(r) p5...

Twin Mattresses and UPS Shipping (complimentary shipping) through our Direct Sales Call Center on February 28, 2012. Mr. & Mrs. [redacted] paid $2,755.98 for their purchase using a GE Bank (now Synchrony Financial) financing plan.
After reviewing Mrs. [redacted]'s calls to customer service regarding her concern with the fluctuation of their Sleep Numbers, I would like to provide the following information...
Select Comfort considers a variance of 5-15 points to be completely normal. Most customers are not bothered by the chance of a slight change, since they don't even notice it, or can easily adjust the firmness back to their optimal comfort level. The following is some information to explain this normal fluctuation...
"Factors that can alter the digital number displayed are:
Significant change in temperature
Change in sleep position
Heat from an electric blanket or heated mattress pad
Barometric pressure (a severe storm can change the level significantly; just reset to your comfort level Sleep Number(r))
Change in weight on the bed (a small child or pet on the bed can change the number)
Change in altitude (for our RV and OTR customers)
You must always be lying down on your bed and in your sleeping position whenever you make an adjustment or take a reading, in order to get an accurate and consistent reading. Everything that effects air in physics, can also affect your Sleep Number(r) Bed by Select Comfort. Small changes in weight, temperature and barometric pressure can cause fluctuation in the Sleep Number. The user can always re-adjust the Sleep Number to their preferred setting while lying on the mattress.
I don't believe there is an actual air loss concern and apologize that Mrs. [redacted] was not asked more questions during her calls to customer service. I don't think that Mrs. [redacted] was lying down on the respective twin mattress when she described the change in numbers. She stated that when her husband's bed was at 80 and bumped up to 85, it started at 65. I don't believe there are any defects in materials or workmanship in Mr. or Mrs. [redacted]'s Sleep Number(r) Twin beds and cannot accommodate Mrs. [redacted]'s request for free warranty replacement or a return for refund. If Mr. or Mrs. [redacted] has any questions, we recommend they call us at XXX-XXX-XXXX.
Thank you for the opportunity to discuss this matter. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Administrator
Initial Consumer Rebuttal /* (3000, 7, 2015/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The pump on my side is making the mattress deflate whether it is in the machine itself or the connection. Since I have capped it, there has not been an issue. Defective product in a short matter of time with the exact same situation happening with my friend's pump. Being told this sort of thing is rare is apparently not true if 2 out of 2 people have had the same issue. The product is not standing up to its name and the consumer is left to be nickeled and dimed throughout the life of the bed in order to keep the life of the bed working properly.
Final Business Response /* (4000, 9, 2015/01/30) */
January 30, 2015
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mrs. [redacted].
Mrs. [redacted]'s complaint resolved this morning on January 30, 2015. We sincerely apologize to Mrs. [redacted] for any inconvenience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

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

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.)

Initial Business Response /* (1000, 9, 2016/01/25) */
January 25, 2016
Case # [redacted]

Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he has experienced regarding...

his warranty order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected his order and delivery. The warranty part was delivered January 8, 2016. We understand that this was a tremendous inconvenience and appreciate his patience. We did appease the shipping charge as a token of our apologies.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 11, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As evidenced by the UPS confirmation attached, the remote was delivered to a loading dock in Salt Lake City, UT. Both the shipping address and billing address involved are in Virginia. Sleep Number delivered the remote somewhere completely unrelated to this transaction and is claiming that the delivery has been completed. This goes beyond disingenuous and has become out and out fraud. In addition, I received a threatening phone call from Sleep Number's bank today regarding payment on an unrelated order. I was harassed by a Sychrony Bank representative because one of my payments was one day late. All other payments for the duration of the agreement (7 months total) have been on time. I believe I am being targeted for harassment by Sleep Number because I have pursued this complaint.
Final Business Response /* (4000, 13, 2016/02/05) */
February 5, 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 regarding her remote order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected Ms. [redacted]'s order. We understand that this was a tremendous inconvenience and appreciate her patience.
We have reshipped the Sleep Number(r) Remote, Dual via UPS [redacted]. The package is scheduled to ship Next Day air so it will arrive 1 day after it ships from our manufacturing facility. We again apologize for the delays Ms. [redacted] has experienced.

Best regards,

CS Correspondence Specialist

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

Initial Business Response /* (1000, 5, 2015/01/14) */
January 14, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
We're very sorry for the delay in crediting Ms. [redacted]'s MasterCard for the...

$216.60 ($200 plus 8.3% tax) promotional discount, on her purchase. The credit settled on December 23, 2014. As a token of our apologies, we have credited Ms. [redacted] an additional $50.00.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

August 29, 2016     Revdex.com of Minnesota & North Dakota   RE:        [redacted] & [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our...

customer, Mr. and Mrs. [redacted].   Mr. and Mrs. [redacted] have been working directly with one of our Customer Advocacy Managers and together they have come to a resolution that was mutually agreed upon.                                     �...⇄                                         ...⇄   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 13, 2016/01/29) */
January 29, 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 Mr. & Mrs. [redacted] for the delays they have experienced...

in reaching out to our company regarding their bedding order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed Mr. & Mrs. [redacted]'s order. We understand that this was a tremendous inconvenience and appreciate their patience.
According to our records, on October 17, 2015 Mr. & Mrs. [redacted] ordered a Sleep Number(r) King P5 Mattress, Home Delivery set up, and some bedding items.
On December 1, 2015 the Sleep Number(r) King P5 Mattress was delivered and set up at Mr. & Mrs. [redacted] residence.
On January 15, 2016 we set up an order for a Sleep Number(r) Stone, P/I/M Series, Modular Base, King and Sleep Number(r) Sleep IQ, Dual, 1 Remote. A Home Delivery installation and set-up was included at no charge.
On January 22, 2016 3 of the 4 boxes for the Modular base were delivered to Mr. & Mrs. [redacted] and on January 26, 2016 the remaining Modular base box was delivered.
On January 28, 2016 the Sleep IQ, Dual, 1 Remote was shipped from our Salt Lake City, UT manufacturing plant. It was shipped second-day air and was last scanned in Phoenix, AZ on January 29, 2016.
A home delivery installation has been set up for February 10, 2016.
We are so very sorry for the delays and inconvenience and truly appreciate Mr. & Mrs. [redacted] as our customer.

Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 15, 2016/01/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I agree all of the above has been completed. It remains that on at least 5-6 different occasions over two months at varying times in the day my husband and I called their customer service number and received message "we are receiving higher than expected call volumes, please call back at another time" and were disconnected. The first sales person I talked to trying to correct our issues refused to provide any assistance other than advising we continue to call the customer service number over and over; he stated he could not provide any alternative assistance.
The second person we approached at the store identified that our order had been altered, dropping the items we had purchased. She corrected the order and initiated the modular base, sleep iq, and base, etc. I felt the customer service is extremely poor and that customer support after purchase of their product is lacking unless the consumer pursues escalation such as with the Revdex.com. Thanks.

Initial Business Response /* (1000, 5, 2016/03/12) */
March 12, 2016
RE: Ms. [redacted]
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 frustration she has...

experienced in regards to the delivery of her recent Sleep Number purchase. We understand this was a tremendous inconvenience and appreciate her patience.
According to our records, Ms. [redacted] purchased an i8 California King Mattress w/SIQ, a California King FlexFit2 Adjustable Base, a Total Protection Mattress Pad, a Lumbar Pillow, and a Specialty Knee Pillow on January 15, 2016.
Ms. [redacted] is working with one of our Customer Advocacy Mangers and her complaint has been resolved with mutual satisfaction. Ms. [redacted]'s bed is currently scheduled to be delivered on March 14, 2016. Once the bed is delivered, we will credit her MasterCard as a token of our apologies.
Best regards,
CS Correspondence Manager
Initial Consumer Rebuttal /* (3000, 9, 2016/03/15) */
As of Monday, March 14th, 2016, the business has not provided a refund, partial refund, nor product. I was told I would have a response today and I have not been contacted and the business has not returned my calls or emails. Thank you.
Final Business Response /* (4000, 11, 2016/03/21) */
March 12, 2016
RE: Ms. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
We apologize that Ms. [redacted]'s delivery did not go as planned on March 14, 2016. Ms. [redacted] asked us to cancel her order, but has changed her mind and continues to work with our Customer Advocacy Manager. Ms. [redacted] is current scheduled for a March 29, 2016 delivery. Once the bed is delivered we will credit Ms. [redacted]'s MasterCard as a token of our apologies.
We appreciate Ms. [redacted]'s decision to go forward with her delivery and are happy she is joining the Sleep Number family.
Best regards,
CS Correspondence Manager

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, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he 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 his order.
Mr. [redacted] canceled his bed order and refused UPS delivery of the bedding products shipped. We have credited all but $370.97 back to his Visa, which will settle tonight at midnight. Total credits will have been: $3,432.47, $510.96 and now the $370.97 = $4,314.40. Mr. [redacted] will receive a return shipping label via U.S. Mail that he should disregard.
Again, we are sorry for the delays and regret that we have lost Mr. [redacted]'s business due to our computer conversion.

Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2016/01/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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].
Our records indicate that Mr. & Mrs. [redacted] purchased a Sleep Number(r) FlexTop...

King i8 Mattress with SleepIQ, a FlexTop King FlexFit2 adjustable base, Home Delivery set up service, and some bedding items at one of our retail stores on December 26, 2015. Mr. & Mrs. [redacted] had received their mattress and adjustable base as of January 26, 2016.
Our Sales Professionals provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our products. It's a highly structured process. Our Exchange and Return Policy and 25-Year Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register and all sales literature related to our FlexFit product reflects its no-return policy. All policies, the terms and conditions of sale and the limited warranty are available to anyone interested and we invite all prospective customers to read them, ask questions and understand them before making a purchase.
The Sales Professional who assisted Mr. & Mrs. [redacted] went over the terms and conditions of sale in detail and Mr. & Mrs. [redacted] signed their Customer Order acknowledging their understanding of the terms and conditions. (copy available upon request) This included the Adjustable Bases Return/Exchange Policy:
"Adjustable Bases Return/Exchange Policy: 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 8, 2016 Mr. & Mrs. [redacted] did call customer service to inquire about returning their mattress and adjustable base during the 100-Night In-Home Trial period. Our agent explained the adjustable base was a final sale item. A return for their Sleep Number(r) FlexTop King i8 Mattress with SleepIQ mattress was set up for them.
On February 9, 2016 a Case Manager called Mr. & Mrs. [redacted] and explained the adjustable base was a non-returnable item and that other mattresses could be used on the adjustable base. The Case Manager offered to send a copy of their signed Customer Order, but Mr. & Mrs. [redacted] declined that offer.
Our records indicate that Mr. & Mrs. [redacted]'s Sleep Number(r) FlexTop King i8 Mattress with SleepIQ mattress is scheduled to be picked up February 18, 2016.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 8, 2016/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Put yourself in any consumer's shoes. It's advertised if you don't like it, you can return it for a full refund. You even confirm before signing the paperwork with the salesman, if we are not happy, we get our money back. The response is yes. So only now is it made crystal clear that the adjustable base, which makes the sleep comfort mattress operate in the tilting positions, IS NOT INCLUDED IN THE REFUND. If that was made clear, there would have been no trial. As for the process of initialing credit card application, I only wish I had an attorney with me to alert me to the scam. If I could stand at the entrance to the store & alert each person to not fall for their misrepresentation and fraud, believe me I would. I only hope that this does not happen to anyone else, but I'm afraid that it most likely will. I dare any representative from the Revdex.com to walk in and say you want to try the 30 day trial and just wait to see if they tell you about the no return of the adjustable base. Thank you for the time to respond their rebuttal. I sincerely appreciate your time.
Final Business Response /* (4000, 10, 2016/02/27) */
February 27, 2016
RE: Ms. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
To reiterate, the Sales Professional who assisted Mr. & Mrs. [redacted] went over the terms and conditions of sale in detail and Mr. & Mrs. [redacted] signed their Customer Order acknowledging their understanding of the terms and conditions. (copy available upon request) This included the Adjustable Bases Return/Exchange Policy:
"Adjustable Bases Return/Exchange Policy: 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 8, 2016 Ms. [redacted] called in to return the mattress and adjustable base stating she did not like the split king. We offered to exchange to an eastern king but Ms. [redacted] declined and set up the return of the mattress.
On February 9, 2016 a Case Manager called Mr. & Mrs. [redacted] and explained the adjustable base was a non-returnable item and that other mattresses could be used on the adjustable base. The Case Manager offered to send a copy of their signed Customer Order, but Mr. & Mrs. [redacted] declined that offer.
On February 15, 2016 Ms. [redacted] called in to our Home Delivery Department and cancelled the trial return on the mattress. Should Ms. [redacted] wish to exchange from the split king to an eastern king, she has the ability to do so until May 5th, 2016.
Best regards,
CS Correspondence Manager

Initial Business Response /* (1000, 5, 2016/02/03) */
February 3, 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 in...

reaching out to our company regarding their bedding item 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. Mr. & Mrs. [redacted]'s Comforters, CYPC, Down, Light Warmth, Queen were delivered via UPS on February 2, 2016. We, again, apologize for the delays in delivering their bedding items.
Best regards,
CS Correspondence Specialist

I am rejecting this response because:  If my calls were recorded and reviewed did you hear the call that took place where I called and spoke to a female representative. I told her I did not want to buy the mattress over the phone, to which her response was " if your not going to purchase over the phone, there is really no point in me running the application." That call happened. Yes it might've been my 3rd or 4th attempt at applying. This was due to my wife and I discussion on if we should pay the bed off at once or apply for a card through sleep number. Last my main issues were the lack of customer service over the phone as I described above. Secondly the lack of communication on the sleep number techs for communicating. If you record all calls. Please tell me if I am correct or not but the day before my 1st scheduled delivery I received a call from a sleep # rep who wanted to make me aware of my 4 hour window then asked me if I would like a "1 hour"call from one of the sleep # techs 1 hour prior to arrival. Which I responded "yes". The next day at 8:20 am I received a call from one of the sleep # techs and he said Mr.[redacted] we will be at your residence in 30-35 minutes. To which I responded "I'm at my other house, what happened to the 1 hour call prior to arrival To which your tech responded " sir I don't have time for this we really don't know how far we are from job to job. To which I said " do you not have navigation" he said sir "we will be at your residence in 30-35 minutes do you still want us to come?" I said yes I am 45 minutes away I will try to hurry and get there. Call ended. I grab my keys and look down at my phone it's your sleep # tech calling me this is not even 2 minutes after our previous call "I answer the phone and he said "sir our 1st stop just cancelled so we will be there in 5-10 minutes . I responded with are you kidding me?!? First you were required to call me an hour prior to arrival , you call me when your 30-35 minutes away not an hour. I literally grab my keys and now you will be there in 5-10 minutes while I'm on my way. I said I'm 45 minutes away and am on my way can you wait for me please . The sleep # tech said "sorry sir" we have several other jobs to do,we can't wait. At which time I said " I have no choice but to cancel and the tech said he would have a sleep# rep reach out to me to reschedule.  This call happened. Yes I'm guilty for calling the sleep # sales line and backing out of not submitting my app but both of these calls happened. I can't make this stuff up. It is my honest opinion this was a lack of customer service not to mention rude behavior for the way your sleep # tech spoke to me over the phone. Not to mention his miscommunication for not calling 1 hour prior to arrival. As well as the way I was spoken to and told 2 different arrival times . I reached out to several sleep # supervisors who apologized about the experience I had and said they would have a scheduling supervisor call me and an area manager. The scheduling supervisor called me and left me a message. I called back and scheduled my delivery. I asked him to put in the notes to have the tech once again call me 1 hour prior to arrival. Same process I went through the first round. To which he replied yes sir " Mr [redacted] it's standard for us to call you an hour prior to arrival"  Today(7/19/16)I received my sleep # bed. I received a call from your tech who once again said " Mr [redacted] this is sleep# delivery,we will see you in 30 minutes." To which I replied no problem. I made sure to be at my residence. The techs arrived were professional and did a great job. Last as you stated above I purchased my sleep # bed on July 9th. It took this long for me to receive delivery of my mattress. Can you not see how frustrating this is when I did everything I could on my end to receive delivery the first time. If you offer a 1 hour call prior to arrival you should stand by that. If I spoke to anyone in current occupation that was a customer of mine, I wouldn't have a job. Last I spent nearly six thousand dollars on a sleep# mattess. Do you not think I would try to do everything possible to not be on time for delivery the first time? You can't make up inexcusable behavior and lack of customer service skills on the sleep # delivery and the one sales call I encountered in the beginning. All I will say is I experienced excellent customer service in store. Over the phone from the sales rep who told me their was no point in processing my application of I wasn't going to order from her over the phone. That is inexcusable and bad customer service. The entire miscommunication from sleep# home delivery is inexcusable .  Best [redacted]

Initial Business Response /* (1000, 7, 2015/04/07) */
April 6, 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 [redacted] purchased a Sleep Number(r) p5 Queen Mattress for...

Adjustable Base, a Queen FlexFitTM 1 Adjustable Base, a Total Protection Mattress Pad, an In-Balance Layer, two Specialty Foam Pillows, two Pillow Protectors and Home Delivery Service at one of our retail stores on March 7, 2015. Mrs. [redacted]'s order totaled $3,548.05 and was paid using Visa credit card.
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 who assisted Mrs. [redacted] contends that he went over the terms and conditions of sale in detail and that Mrs. [redacted] signed and initialed the respective disclaimers on her Customer Order, 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 March 24, 2015, Mrs. [redacted] called customer service requesting to return her mattress and adjustable base. Mrs. [redacted] said that one side of the mattress was lower than the other side and there was a problem with their mattress. Mrs. [redacted] was reminded that her adjustable base was a final sale and the Customer Service Representative (CSR) offered to set up a return for her mattress only. The CSR was very respectful, but Mrs. [redacted] was upset and hung up after using some vulgar language.
Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 Adjustable Bases. There are hundreds of adjustable friendly mattress designs available. As long as an innerspring does not have a border rod in it and is 10-12 inches in profile, it will work just fine. All memory foam mattresses that are up to 12 inches in profile are compatible as well.
On March 25, 2015, Mr. [redacted] called customer service stating that they never saw the Terms and Conditions of Sale and that it was a poor business model. Mr. [redacted] was transferred to a Case Manager (CM) who reiterated the terms and conditions of sale. Then Mr. [redacted] stated that one side of their adjustable base was lower than the other side and said he wanted a free upgrade to the FlexFitTM 2 Adjustable Base, to which the CM said no. The CM agreed to replace their FlexFitTM 1 Adjustable Base with a new one. In order to customize their comfort, the CM also agreed to send our techs to install 11" Legs on the new base, a PlushFit topper pad and an air chamber lift in the mattress. This was all done at no cost to Mr. & Mrs. [redacted]. The new components were shipped via UPS Next Day Air and delivered to Mr. [redacted] on March 26th and the new FlexFitTM 1 Adjustable Base is at our local hub waiting to be delivered. To date, our Home Delivery Scheduler has attempted to schedule a new appointment without success.
We're sorry, we cannot accommodate Mr. & Mrs. [redacted]'s request for authorization to return their Queen FlexFitTM 1 Adjustable Base. Mrs. [redacted] was clearly aware of the terms and conditions of sale on the Adjustable Base at the time of purchase (please see Customer Order attached). As stated, we have offered to remedy any comfort concern or warranty issue they might have. Mr. & Mrs. [redacted] can call our Home Delivery Scheduler at [redacted] to schedule the appointment for the new base and customization. If they prefer, they can call our customer service at [redacted] with any questions or to set up a return or exchange on their p5 Queen Mattress before June 27, 2015. We encourage Mr. & Mrs. [redacted] to contact us.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 9, 2015/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
- No mention of FIRST phone call to SN.
- no 3 day later call was made. Checked messages/caller ID everyday
- I had to be called over to register where I was asked to "sign here" (do not recall initialing)
- if it was understood by us that the frame was not returnable and there would be no FULL refund, we would never have spent that amount of money on a bed.
- second night on bed finds the remedy not much better, mattress still hard and uncomfortable. A lot of tossing and turning.
- cousin bought SN for $2500.00 returned all for full refund before 30 days were up on 100 day plan
- we did not purchase specialty pillows/covers as stated above, they were given to us. Was there a secret cost for these small lumbar pillows (still in the bag)?
- can't believe that ANY frame costs $1199.00. I believe that when we schedule return that more than half of our $3548.05 should be returned to us.
- if the rep was not so condescending towards me I would not have used profanity to her (listen to the recording)
- while two boxes arrived in two days after husband called, the delivery of new frame and set up was scheduled a few days later for the following week.
- we are not impressed with the SN experience from trying to get a good nights sleep to their customer service.
Final Business Response /* (4000, 13, 2015/04/22) */
April 6, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mrs. [redacted].
Mr. & Mrs. [redacted]'s new Queen FlexFitTM 1 Adjustable Base was delivered and installed on April 6, 2015.
Mr. & Mrs. [redacted] elected to return their p5 Queen Mattress, which was picked up today, April 22, 2015. A refund credit for $1,711.99 will be applied to their Visa (ending in [redacted]) at midnight.
Again, we're sorry; we cannot accommodate Mr. & Mrs. [redacted]'s request for authorization to return their Queen FlexFitTM 1 Adjustable Base for refund. We're sorry the mattress did not work out and wish them well.
Best regards,
Legal Correspondence Analyst

January 16, 2017   Revdex.com of Minnesota & North Dakota   RE:        Mrs. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].  ...

  Our records show that Mrs. [redacted] purchased a p5 Queen Mattress with SleepIQ, a Queen FlexFit2 Adjustable Base, a Total Protection Mattress Pad and two Down Alternative Soft Support Pillows on February 21, 2015.  The bed was delivered via our Home Delivery Set-Up Service.   The order total was $4247.58 and it was financed with 24 month equal payments and no interest financing through Synchrony Financial.   Mr. [redacted] called our Customer Service Center (CSC) on March 11, 2015 to get a promo match and to inquire about exchanging to King size bed.  Our Customer Service Representative (CSR) explained the adjustable base is a final sale but she would look into getting an exception since he wanted to go to a larger bed.  She did get approval for an exception with a $300 restock fee and Mr. [redacted] requested a supervisor.   Our CSR explained to get the promo match he would have to go to 18 month financing and gave him a quote for exchanging his mattress and adjustable base to a king size.  He got $300 off his original order and the current promotion on the king size was $400 so he got a total of $400 off the king mattress and base for an additional $1853.12 including the restock fee and Home Delivery fees.  Our CSR stated she would hold the offer for 30 days.  Per Mr. [redacted]’s request, our CSR read the terms of the financing and sent the request to change the 24 month financing to 18 month with minimum payments and deferred interest.  Once this was done, Mr. [redacted] was transferred to a supervisor to discuss the restock fee.      The supervisor explained the adjustable base is a final sale item and Mr. [redacted] understood.   He requested we waive the restock fee because he was upgrading to a king sized bed and our supervisor made another exception and waived the restock fee.  Mr. [redacted] asked about the i8 mattress and said he would speak with his wife, and call us back.   Mr. [redacted] called us on April 23, 2015 stating he was not satisfied with the bed.   Our CSR offered comfort suggestions but Mr. [redacted] declined wanting to exchange his queen p5 mattress to an i8.  Our CSR said she would send him a thicker piece of foam and Mr. [redacted] accepted the offer and thanked her for the help.  Mr. [redacted] called back later that day to exchange his pillows and our CSR made another exception and offered to exchange his pillows.  Mr. [redacted] stated he was not comfortable and our CSR changed the prior order to send out a different piece of foam.  Our records show that we actually took a return on the pillows versus exchanging them.   May 11, 2015 Mr. [redacted] called to return the bed stating it was not comfortable.  We offered more comfort solutions and Mr. [redacted] declined.  Mr. [redacted] spoke with a supervisor who recommended taking some of the foam out.  He agreed to try this and our supervisor called out to check on him on May 19, 2015.  It helped somewhat, but Mr. [redacted] wanted to set up a return on the mattress.  He chose the return the bed via our pre-paid UPS labels and our supervisor sent out a retainer bar for the adjustable base at no cost so Mr. [redacted] could use the adjustable base with the mattress of his choosing.    June 17, 2015 Mrs. [redacted] called in to get her trial period extended because it was working some nights and she wanted to have some more time to see if continues to work for them.  The trial would end July 3, 2015 and the return order was cancelled.    Mrs. [redacted] called us on July 1, 2015 to set up a return on the mattress.  Mrs. [redacted] opted to use our pre-paid UPS labels.   Mr. and Mrs. [redacted]’s refund settled to Synchrony on August 2, 2015.    On October 18, 2016 we received notification that Mr. [redacted] was disputing the no return of the base.  We called out to set up the return.  The adjustable base was picked up on October 26, 2016 and a check in the amount of $1840.24 was sent to the address of record.  We could not send the refund to Synchrony due to the age of the order.    Our records show the original order had to be entered manually.   That is why the paperwork shows it as a phone order.  The order was not actually entered into the system while Mr. and Mrs. [redacted] were in the store.  We are unsure of the “remaining refund” Mr. and Mrs. [redacted] are requesting us to pay.  The final dispute they filed was in the amount of $283.60 and the complaint states that Sychrony issued a refund in that amount and late fees.  Mr. and Mrs. [redacted] would be responsible for the cost of the mattress pad that was not returned.  We feel there is nothing left to discuss financially.  Per her request, a call has been made to Mrs. [redacted] to discuss but we got her voicemail.  We are waiting on her return call and will discuss once hearing from her.       Best regards, Customer Advocacy Escalation Consultant