Select Comfort Corporation

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

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

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

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!

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 delivery. We understand that this has been a tremendous inconvenience.
Mr. & Mrs. [redacted]'s c2 Split King Mattress and FlexFit 3 Adjustable Base were delivered on December 14, 2015.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were promised a free upgrade and partial refund if we accepted delivery, which we are still waiting on. Once they deliver all that was promised, this matter will be satisfactorily resolved.
Final Business Response /* (1000, 14, 2016/01/08) */
January 8, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mrs. [redacted].
Again, we sincerely apologize to Mr. & Mrs. [redacted] for the delays they have experienced in reaching out to our company regarding their delivery.
Mr. & Mrs. [redacted]'s c2 Split King Mattress and FlexFit 3 Adjustable Base were delivered on December 14, 2015, but due to the delays, we offered to upgrade their mattress model to the p5. We truly appreciate Mr. & Mrs. [redacted]'s patience.
Our Home Delivery Scheduler has informed me that a voice message was left for Mr. & Mrs. [redacted] this morning, to schedule the delivery of their new p5 mattress. In regards to the promised monetary appeasement, that will be applied to one of their two credit cards once the delivery of the p5 is completed. Our Case Manager, Kathy is monitoring the progress of the order.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 11, 2016/01/22) */
January 22, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they have experienced...

regarding their warranty order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their order and delivery. Their warranty parts have been delivered. We understand that this was a tremendous inconvenience and appreciate their patience. We did apply an appeasement in the form of a check as a token of our apologies.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 13, 2016/01/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2016/02/01) */
February 1, 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. We understand that this was a tremendous inconvenience and appreciate his patience. According to our records the warranty part is scheduled to ship by February 2, 2016. It will ship via UPS through customs and Mr. [redacted] can expect delivery of his component part within 2 weeks. We apologize sincerely for the delay in delivering the component part to Mr. [redacted].
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 10, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I ordered the pump 5 weeks ago. No contact whatever from the company. To now say I may get it 2 weeks from now, is unacceptable. I have been sleeping in my guest room since Christmas. I have called several times, emailed, chatted, etc. Still no response from the company. I have made a temporary fix and will now have to replace the entire bed. I had the payment reversed. Please tell the company I no longer want their pump. They can keep it.
ps. As I am writing this I am again on hold with the company's customer service line. The timer on my phone says I have been waiting over 15 minutes. I'm hanging up.

Initial Business Response /* (1000, 5, 2016/02/16) */
February 16, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We're sorry for the delays Mr. [redacted] experienced in reaching out to our company...

regarding delivery of his order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed his order. We understand that this was a tremendous inconvenience and appreciate his patience. Mr. [redacted]'s Sleep Number(r) Cal King p5 Mattress and Cal King Foundation is scheduled for delivery and installation on February 18, 2016 between 1:00 P.M. and 5:00 P.M. We have applied a credit to his Visa as a token of our apologies. We hope this helps ease some of her frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My mattress and foundation were delivered as promised on the rescheduled date but the credit to my VISA card has not yet appeared on my account. In fairness to Select Comfort, the Credit card company states that postings of credits from companies may take up to a month to be posted. Until I receive notice of the appropriate credit to the account, I would like this complaint to remain unresolved.

I am rejecting this response because: Even after the 2 troubleshooting efforts the bed has failed to consistently work and requires constant troubleshooting and maintenance in spite of the 2 phone calls made. You don't continue you to call when the bed breaks when they continue to just do the same thing over and over again. I believe that is called insanity continuing to do the same thing over and over again and expecting different results. We took the foam out of the mattress topper as suggested and the interior of the cover is rough and abrasive and is just as uncomfortable as it is with the foam topper. Even with the new dual temp devices the dual temp layer does not perform as well as they advertise. Why would I want a replacement bed from a company that refused to help after the first 2 troubleshooting attempts. No other help was offered to a disabled veteran who has difficulty with attempting to just take the bed apart let alone put it back together due to my chronic pain and mobility issues. I was told by their representative that I spoke with last that they would schedule a pickup as I was exhausted in my dealings with Sleep Number and have received no response back as to when they would come to take the bed away. No customer wants to continue to have dealings with a company that won't send help when their product is defective. No one should have to pay to return a defective product especially when one is required to do the troubleshooting at their own expense and not at the expense of the company to whom the product is produced by. Even with the replacement product the dual temp layer fails to perform. The bed fails to perform even with continued troubleshooting. It wasn't until after I had continued to make constant complaints about the effectiveness of the bed and its functionality problems and the lack of function on the part of the dual layer was I even given the time of day, it took a multitude of phone calls and a great deal of expressing dissatisfaction before my pleas were even heard. I had to continue to call a store manager just to get the corporate to call me back and offer the reduced return price. I feel I have been taken advantage of, sold a product that doesn't live up to the advertising and now have to keep the product because it was sold at a discount. This has been nothing but a headache and no one in their right mind would continue to have dealings with a company that treats them this poorly or that sells products under the guise of misleading advertisement. You shouldn't be allowed to sell a sleep product under the guise of the best sleep of your life it doesn't give the customer the best sleep of their life. This is called false advertisement and is inappropriate. The short of it is the products still don't consistently work without troubleshooting and I the consumer am required to continue to do the troubleshooting just to be able to use the products. Having been treated poorly by the company I would not care to continue to have a product produced by them in my home and have to continue to use their service whenever it breaks down. Even though they are taking half of the price off to return the bed they are still taking my money to cart of a non working product. If they had offered some sort of tech service to troubleshoot the bed and then replace it without having to deal with so many phone calls and bed tear downs I would have kept the bed, but they offered no such help at any point. When you're in as much pain as I am at the end of the day and you just want to go to bed to escape it all, you don't want to have to fight with your bed to get it to do its job just to go to sleep. Most companies when their is a problem with their product they bend over backwards to make you happy and help and fix the problem. Sleep number replaced a faulty product with another and provided no support other than long distance tech support to a customer who couldn't perform the troubleshooting without calling for help and when I was alone I couldn't take care of it myself. I reaffirm that a customer should not have to pay to return a defective productive once the company has proven itself incapable of effective and satisfying customer service regardless of their self serving policies, and a half off the return price is a gracious offer as well as a slap in the face.

Initial Business Response /* (1000, 10, 2016/02/08) */
February 8, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We're sorry for the delays Mr. [redacted] experienced in reaching out to our company...

regarding his order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed his order. We understand that this was a tremendous inconvenience and appreciate his patience. The installation of Mr. [redacted]'s Sleep Number(r) Cal King iLE Mattress and Cal King Foundation was completed on January 28, 2016. We have applied a credit to Mr. [redacted] Visa as a token of our apologies. We hope this helps ease some of his frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 11, 2016/02/08) */

I am rejecting this response because:for the same reason mentioned before.  It should not be the customer's responsibility to find out what the problem is.  A company should be willing to stand behind its product and if there is a problem be willing to send someone out to find out what the issue is.

March 31, 2016  RE:        Mr. and Mrs. [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] purchased a Queen c4 Mattress and Base Set on...

March 5/2016 and chose to have the bed delivered via our Home Delivery Set-up Service.  The fee for this service is $179.99 Mr. [redacted] called our Customer Service Center to return the bed on March 29, 2016 and chose the Home Delivery Return Service (disassembly, packaging, shipping and insurance).  This is not a complimentary service.  It is common for convenient services that require the high cost of fuel and labor to be priced accordingly.   Mr. [redacted] escalated to a Supervisor to try to get the service fee waived.  The Supervisor suggested other return shipping methods (using our prepaid UPS labels at $29.99 per box or shipping back via the shipper of her choice—unable to quote) and Mr. [redacted] declined. The Sales Professional went over the Terms and Conditions of Sale with Mr. and Mrs. [redacted] in detail and Mr. [redacted] signed the agreement as well as initialed each respective disclaimer relative to the items they purchased (copy available upon request), including the following: Returns:  All returns must be authorized.  No unauthorized returns are allowed.  If you are returning your mattress, modular base or set purchase un the 100 Night In-Home Trial Policy, you must contact our Customer Service Center (###-###-####) to obtain a Return Merchandise Authorization (RMA) number before returning the bed to us.  Once your authorized return has been completely received by us in a good and sanitary condition, we will reimburse the full purchase price of the items being returned less shipping or Home Delivery Service and Set up fees.    Mr. and Mrs. [redacted] stated that they were told it would cost her $180 to return the bed.  The Home Delivery Return Service is $179.99.  It should be noted that they opted to have the Home Delivery Set-up Service, which is also $179.99.  We cannot accommodate Mr. and Ms. [redacted]’s request to have the initial Home Delivery Set-up fee reversed.  We are sorry the bed did not work out for them and wish them well. Best regards, CS Correspondence Manager Tell us why here...

I am rejecting this response because:I paid $350 for the Select Comfort pump, so this was not covered by any warranty.  At $350, I would be very curious to learn what constitutes "full price" for this pump.

Initial Business Response /* (1000, 5, 2016/02/10) */
February 10, 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 recent 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. According to our records Ms. [redacted] should receive all items on her order soon. We have applied a credit to Ms. [redacted]'s Visa as a token of our apologies. We hope this helps ease some of her frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 7, 2016/02/10) */

Initial Business Response /* (1000, 8, 2015/11/20) */
November 20, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she has experienced in...

reaching out to our customer service.
We credited Ms. [redacted] Synchrony account for $265.00 on November 8, 2015.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This credit has yet to appear on our synchrony bank credit card account please confirm when this credit posted also the shipping was requested to be refunded as well. please let us know if that something you can handle as soon as possible the account was logged into today and did not show a credit of 265 .00? Please notify us when you have confirmed the credit has cleared.
Thank you
Final Business Response /* (1000, 14, 2015/12/08) */
December 8, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
We credited Ms. [redacted] Synchrony account for $108.65 on November 4, 2015 and for $165.20 on November 8, 2015.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst

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

to our company regarding his recent order. We understand that this was an inconvenience and appreciate his patience. Mr. [redacted] elected to cancel his order so his Visa was credited on December 13, 2015. We regret the experience Mr. [redacted] had due to our computer conversion.
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 12, 2016/01/21) */
January 20, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she experienced in reaching...

out to our company regarding her order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected her order and delivery. Her beds are scheduled to be delivered on January 22, 2016. We understand that this was a tremendous inconvenience and appreciate her patience. We did apply an additional discount to her order as a token of our apologies.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 14, 2016/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My beds were delivered and installed today. I was also contacted by Mark from customer service who apologized for everything that has happened and has said we will receive another $200 off our purchase for the long delay. If this goes through as he said we are satisfied. Hopefully he will do as promised.
Thank you for helping me with this.

Initial Business Response /* (1000, 9, 2016/01/04) */
January 4, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they experienced in...

reaching out to our company regarding their order. Mr. & Mrs. [redacted] have received all of the requested components as of December 21, 2015. The delays were due to our company-wide computer conversion. We understand that this has been a tremendous inconvenience and we appreciate Mr. & Mrs. [redacted]'s patience.
Best regards,

Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 11, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still to this date have not received the other 6 legs that attach to the bed frame for better support.
Also, how long will you use the problem of the computer switch causing poor customer service.
Final Business Response /* (4000, 17, 2016/01/28) */
January 28, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mrs. [redacted].
We are so sorry for the delays Mr. & Mrs. [redacted] have experienced in reaching out to our company. We thought that Mr. & Mrs. [redacted] had received all of the necessary components, but now see that they also likely need the Standard Legs (6) Kit. We have placed a new order for the Standard Legs Kit to ship out UPS Next Day Air. Mr. & Mrs. [redacted] will receive an email notification with tracking information when it ships. Again, we appreciate Mr. & Mrs. [redacted]'s patience.
Best regards,

Legal Correspondence Analyst

March 31, 2017   Revdex.com of Minnesota & North Dakota   RE:        Ms. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted]....

  Ms. [redacted] purchased a FlexTop King iLE Mattress with SleepIQ, a FlexTop King FlexFit 1 Adjustable Base, a FlexTop King Total Protection Mattress Pad, Home Delivery and Set Up Service and two sets of FlexTop King Smart Classic Sheets on February 22, 2017.  The bed was delivered on March 17, 2017.   Upon delivery our technicians discovered there was a packing error and the foam topper pad and the pillowtop cover were the wrong size.  The correct part and adjustable base were left at the home.  Once we received notification, we placed the order for the correct size parts.  The cover was delivered UPS on March 21, 2017.  Ms. [redacted] spoke with one of our Customer Advocacy Managers (CAM) and was offered a monetary appeasement for the inconvenience.  Unfortunately, our foam was backordered and when UPS attempted delivery on March 24, 2017, Ms. [redacted] refused the delivery.    On March 25, 2017 Ms. [redacted] spoke with one of our CAMs and in the spirit of good customer service, we agreed to take a return on the mattress, base and unopened accessories.  Both the adjustable base and accessories are final sale items; no returns are accepted.  The opened accessories have a 30 day exchange policy.  Ms. [redacted] did not accept the offer and ended the call. There were continued contacts with our CAM team.   Ms. [redacted]’s last contact with the CAM team was March 31, 2017.  Ms. [redacted] spoke with a CAM who scheduled the pick-up of the bed for April 10, 2017 and made an exception to take a return on the opened accessories as well.     At Sleep Number we strive for world class service and it’s obvious that we fell short of our goal.  This is definitely not the norm.  We’re terribly sorry for the experience and that we lost Ms. [redacted] as a customer.   Best regards, Customer Advocacy Escalation Consultant

I am rejecting this response because: There are several reasons why I reject this.  First, the salesperson NEVER went over the contract and even specified to us several times that we ONLY had to pay the $170 fee for having all of the equipment including the adjustable part removed from the house. (Brett [redacted]). He lied to us. Secondly, after complaining about the bed to customer service on 12/30 I never asked for the bed to be returned when I was told that part wasn't going to be refunded.(I can't afford 2 beds!) The companies representative called ME to tell me that both parts the bed, and the adjustable part were being returned. This was on 1/25/16 at 2:46 p.m. I told that person that I didn't think they could, and she said "Yes, that's not normally done, but it says right here that both parts are being picked up." I then called back numerous times and spoke with numerous customer service people to confirm this, and ALL of them confirmed that in their notes, as well as them getting confirmation from their supervisor - because I had them double check - I was to have both parts picked up.  On 2/15 Angela confirmed with me that it was in the notes that the adjustable piece was to be picked up, and then again Kevin on 2/18 confirmed that it was in the notes that the adjustable piece was to be picked up and it was clear that I had been told that numerous times.  Therefore, their contract is null and void.  They need to pick up their equipment and refund me the money.I'd like to add that the adjustable piece didn't work on our bed - the tubing didn't allow for it to go all the way down, which is why I think it got approved.  Either way..once you tell a customer over and over again that it was getting returned, that needs to be honored.  It's in the notes.They need to go back to the department that handles pick ups and deliveries, and refer to all the notes I'm talking about.  They are there!!!