Select Comfort Corporation

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, 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, 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

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

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, 2016/02/15) */
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

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, 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.

September 13, 2016   Revdex.com of Minnesota and North Dakota     RE:       Mr. [redacted] Case #  [redacted]       Dear Revdex.com:   Thank you for the opportunity to follow up regarding the complaint of our...

customer, Mr. [redacted].   According to our records, Mr. [redacted] purchased a Queen Single Chamber Ile Mattress only.  The mattress is shipping direct to the home via UPS.  The mattress has not shipped as of yet.   Mr. [redacted] claims his Sales Professional said the shipping would be free.  We are not showing free shipping on our promotion calendar but in the spirit of good customer service will credit back the shipping Mr. [redacted] was charged.   The entry to credit back the shipping cannot be made until the mattress actually shows as an asset in Mr. [redacted]’s account.  That will not occur until after the mattress has been delivered.    We’re happy to have Mr. [redacted] as a repeat customer and appreciate his business.   Best regards, Customer Advocacy Escalation Consultant

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) */

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

[redacted].   Mr. [redacted] purchased a Queen Dual i7 360 Smart Bed and a Queen 360 FlexFit 2 on 6/18/2017.  Once the bed was ordered, Mr. [redacted] was scheduled for 7/18/2017.   Unfortunately, due to a supplier issue, Mr. [redacted]’s delivery has been rescheduled to 8/1/17.   Mr. [redacted] just confirmed and agreed to this with our Customer Service Center today. We apologize for the short notice and look forward to getting the bed to Mr. [redacted] and his wife.   Best regards, Customer Advocacy Escalation Consultant

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

I am rejecting this response because: A co-worker had the same issue one year prior, her bed was 16 years old and her warranty was honored with  replacement of both air chambers at no charge. When I mentioned this to the CSR her response was "I highly doubt that". Why would a co-worker lie to me about that, what purpose would that serve. It was months before I had the problem. Select Comfort obviously picks and chooses with whom they honor their word. The issue had nothing to do with the pump which was working just fine.

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, 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: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.

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...

April 19, 2016 Select Comfort Customer # [redacted] 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]. We sincerely apologize to Ms. [redacted] for the mistake made in regards to the leg set she purchased.  There was confusion as we changed our Queen legs to a 9 leg set in 2014, and no longer has a 6 leg Queen set.  We understand that this was an inconvenience and appreciate her patience.    Ms. [redacted]’s complaint was discussed and resolved on April 19, 2016 with mutual satisfaction.  Per the request of Ms. [redacted], we are sending her an email of our offer. Best regards, CS Correspondence Manager

Initial Business Response /* (1000, 8, 2015/12/04) */
December 4, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he experienced in reaching out...

to our company regarding his order and refund. We understand that this has been a tremendous inconvenience. We regret that we have lost his business due to our company-wide computer conversion and wish him well.
As of November 20, 2015, Mr. [redacted]'s has received the following credits:
$128.73 11/10/15 Am. Express
$224.17 11/10/15 Am. Express
$1,180.01 11/10/15 Am. Express
$10,137.48 11/20/15 Check
Sleep Number and Synchrony Financial are separate companies. Due to federal laws protecting the privacy of consumer's financial information, Synchrony cannot provide or discuss our mutual customer's financial transactions or any other facts regarding their individual accounts. Sleep Number cannot cancel Mr. [redacted]'s agreement with Synchrony. We recommend Mr. [redacted] contact Synchrony directly at [redacted] with any questions.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst