Select Comfort Corporation

I am rejecting this response because:The account is categorically untrue! The sales person displayed and demonstrated two remotes, the delivery driver called and based on what he said to me indicated for me to sign for the items received and that the additional remote would be delivered within a few days. Hearing nothing, I began the long and arduous process of getting to the bottom of the story. The delivery in its entirety would've been rejected had I known I was dealing with lies and mistrust.

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

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

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

March 30, 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]. Our records indicate that Mr. [redacted] purchased an i8 FlexTop...

Mattress, FlexTop FlexFit3 Adjustable Base, a King Contemporary Camelback Headboard only, and many accessories on February 3,2015.  The bed was delivered on February 18, 2015 and the headboard was delivered on March 1, 2015. Ms. [redacted] stated that she tried to get in touch with her Sales Person numerous times to discuss the measurements of the headboard.  Ms. [redacted] also stated we she was told the headboard would be 76 inches wide.  This is the width of the king size mattress, not the headboard.  Select Comfort doesn’t sell any headboard under 82 inches wide. Our Upholstered Products are all made to order.  The style and fabric is the customer’s choice.  As such, the Upholstered Products are final sales no returns or exchanges allowed.  The style Ms. [redacted] chose is our Contemporary Camelback.  This particular style is one of our widest headboards at 87 ¾ inches.  When delivered, if she felt there was an error, she could have refused the delivery.  Ms. [redacted] accepted the delivery of the headboard. Our Sales Professionals are expected to provide all prospective customers with the information necessary 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 stares at each register, and the return policy is printed on all sales literature advertising the respective products. We invite all prospective customers to read them, ask questions and understand them prior to making a purchase. The Sales professional went over the Terms and Conditions of Sale with Mr. [redacted] in detail and Mr. [redacted] signed the Customer Order (copy available upon request) acknowledging he read and understood those terms including the following: Upholstered Beds Return/Exchange Policies: The Upholstered Bed Collection (e.g. upholstered headboards, sideboards and/or footboards) is not covered under the Sleep Number 100 In-Home Trial policy.  Because these products are made-to-order, all sales are final and no cancellations, returns or exchanges will be authorized or accepted. Ms. [redacted] stated that that she attempted to reach her sales person to no avail, yet she only contacted our Customer Service Department on March 15, 2016--over a year after the purchase date. This is our only record of her reaching out to us since March 5, 2015. The representative started to initiate the return, but then realized there were no returns on Upholstered Products and never finished the order. We will not accommodate Ms. [redacted]’s request for authorization of her Contemporary Camelback Upholstered Headboard. Best regards, CS Correspondence Manager  [redacted]

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, 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

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.

September 16, 2016     Revdex.com of Minnesota & North Dakota   RE:        Ms. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted]...

  Our records show Ms. [redacted] purchased a Queen c2 Mattress w/SIQ and a Queen FlexFit3 Adjustable Base and some accessories September 5, 2015.  The bed was to be delivered via our Home Delivery Team September 14, 2016.  Ms. [redacted] requested a 4-8 timeframe.      All of our deliveries are route based, meaning that we plan the routes based on the deliveries in the area.  We do our best to meet all of our customer’s requests but unfortunately that is not always possible based on proximity to HUB where the product will be loaded and Department of Transportation Regulations.    Ms. [redacted]’s actual delivery timeframe was 11-3 but something came up where our techs were able to move her to a 3-5 timeframe.  Our technicians kept in touch with her the day of delivery with an update at 4:30 PM that they were running late and called again 20 minutes before arrival to let her know they were on the way.    Ms. [redacted]’s bed was actually delivered within the 4-8 timeframe she requested and as such we consider the matter closed.     Best regards,   Lisa Marie [redacted] Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 9, 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'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) FlexTop King iLE and FlexTop King FlexFit2,Stone, 2Remotes is scheduled for delivery February 6, 2016. We have authorized a check [redacted] as a token of our. We hope this helps ease some of their frustration.
Best regards,

CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 11, 2016/02/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated above, the bed was delivered on Feb. 6th, and it is very nice.
No check [redacted] has been received.
Our disgust with the way this was handled cannot be forgiven by this reply. I understand that things happen, but customer service was awful.
It is sad that something we had looked forward to for years turned into a nightmare.
The best part about all of this was the delivery, it took the two delivery men less time to set up our bed than it took to sit on hold for customer service or to receive a reply from your company.
We will not refer anyone to you, we will tell them to "run!"
Final Business Response /* (4000, 13, 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 sincerely apologize to Mr. & Mrs. [redacted] for the delays they have experienced regarding their refund. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their refund. We understand that this was a tremendous inconvenience and appreciate their patience. We have refunded Mr. & Mrs. [redacted] via check. They can expect delivery of the check via U.S mail within 2 weeks. Again, we apologize for the delays Mr. & Mrs. [redacted] have experienced.
Best regards,
CS Correspondence Specialist

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

September 5, 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] is working with one of our Case Managers and the complaint will be resolved with mutual satisfaction.   Best regards, Customer Advocacy Escalation Consultant

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

I am rejecting this response because:
The parts for the bed were delivered 4/12/17 the repair person will not come until 4/28/17, so the problem is not solved.I requested the same technician to return because Mr. [redacted] was TRAINED/EXPERIENCED ENOUGH to know that I did not have the correct memory foam.A more experienced person can do/say no more than Mr. [redacted].I spoke with too many people from Select Comfort to open my house to anyone that might be as rude to me as customer service.  I had to email Revdex.com to get help. This issue is not resolved until my once good sleeping Select Comfort mattress problem is solved.  T

August 18, 2017   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. M[redacted].   One of our Case Mangers has contacted Ms. [redacted] and they discussed where we missed mark along the way since Ms. [redacted] purchase.  We truly apologize for the experience and appreciate the candid feedback.  This gives us insight to where we need further coaching as to prevent this from happening to other customers and to better ourselves as a company.   Ms. [redacted] is taking the weekend to think about which direction she would like to go—keep the order in play and get scheduled or set up a return.  She was given a direct line for the Case Manager and they will touch base on Monday 8/21/17.    It is our sincere hope that Ms. [redacted] opts to schedule her order.  The product will be more than expected once set up in her home.                         Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2014/10/07) */
October 7, 2014
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. [redacted].
Per Mr. & Mrs. [redacted]'s request, their order was canceled. We hope Mr. &...

Mrs. [redacted] will accept our sincerest apologies for the frustration and inconvenience they have experienced with our service. I can assure you that the problems that occurred with the attempts to schedule the delivery do not happen frequently and certainly should have been handled differently. This is not our normal mode of operation. Our mission at Select Comfort is to provide World-Class Customer Service and it is apparent that we fell short of that mark in this case.
Mr. & Mrs. [redacted]'s original order was for $2,715.45, which was paid with a Synchrony financing plan. We have refunded their account in full.
We regret that we have lost Mr. & Mrs. [redacted]'s business and would like to thank them for taking the time and making the effort to give us fair, direct feedback on the performance they has observed as our customer.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2014/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company's customer service has lied through out this process. We found out the local warehouse did not have the the product in at the time of scheduled delivery. That is where the lies started. They never apologized for those lies but only continued to lie.
As we stated previously. we will not be satisfied until we talk directly with [redacted], CEO & President. After all we have been through this is the only acceptable recourse.
Final Business Response /* (4000, 11, 2014/10/21) */
October 21, 2014
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. & Mrs. [redacted].
Again, we hope that Mr. & Mrs. [redacted] accept our sincerest apologies for the frustration and inconvenience they experienced. This was not our normal mode of operation and we regret that we lost their business. Mr. & Mrs. [redacted] have received a full refund and again, we are very sorry.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2016/03/09) */
March 9, 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 sincerely apologize to Ms. [redacted] for the inconvenience of...

multiple issues with her foam topper pads. This is not our normal mode of operation. We understand that this was a tremendous inconvenience and appreciate her patience.
Ms. [redacted] spoke with one of our representatives on February 22, 2016 and rather than setting up a return, agreed to have another topper pad sent out. The representative had our Quality Assurance Team measure the topper prior to shipping. The topper pad was delivered via UPS three days later. We have made attempts to reach Ms. [redacted] to ensure the foam is the correct size and have not heard back on the issue. Additionally, we have attempted to schedule a date for our Home Delivery Team to go out and pick up the off-sized toppers. Since we have not heard back, we believe this matter to be resolved.
Best regards,

CS Correspondence Manager
Initial Consumer Rebuttal /* (3000, 7, 2016/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they didn't try to reach me or rectify my problem. They just kept sending the wrong item. I now have 3large boxes and one small box sitting in my living room. After opening one wrong replacement item I refuse to open any others. I shouldn't have to deal with opening and replacing anything. I am upset they are trying to put this on me. I did contact customer service at least 4times. Speaking with different people saying they could take care of the problem. I also contacted the person who sold me the bed many times.I did my part by telling them my problem. I am tired of getting upset because they are not capable of taking care of their customers. When you spend a large amount of money on a product or not the company should back their product.I can't even enjoy my product because I'm dealing with this incompetence. Quit putting the blame on your customer and handle your business. If I knew then what I know now, I would not buy anything from sleep number. If they can't handle a simple thing like this how are they going to take care of me if I have a complaint later on. A 25year warranty doesn't mean a thing if it's not backed by the company. This is a NIGHTMARE, not an enjoyment like it should be.
Final Business Response /* (4000, 9, 2016/03/14) */
March 14, 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].
Ms. [redacted] stated in her original complaint that she had received three wrong memory foam mattresses. In her rebuttal she states that she only opened one of the boxes, yet she knows they are all the wrong size. We have made attempts to reach out to her to no avail. The voicemails left have not been returned. Another message was left today advising that we have scheduled our technicians to come out to her home on March 17, 2016. The technicians will remove the boxes for Ms. [redacted].
We understand this is a tremendous inconvenience and appreciate her patience. We are working to get the matter resolved.
Best regards,
CS Correspondence Manager
Final Consumer Response /* (3000, 11, 2016/03/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was informed that they are coming out on the 17th for an "installation" and would not be picking up the extra items. I spoke to a Anna Lishka(supervisor) yesterday. She is the one that said they wasn't picking the items up on the 17th. Their problem is on hand doesn't know what the other one is doing there. I have answerd a voicemail from Lisa, twice with no return call. The reason I only opened one box is the mattresses are very heavy and hard to roll back up. And after the first one was wrong I wasnt and shouldn't have to deal with that.Quit blaming the customer. Bad customer service!!!! The problem is, when ever I call customer service you never get the same person. You think the company would be smart enough to assign one person to take care of this. Just saying!

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, 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, 2016/02/03) */
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