Select Comfort Corporation

December 7, 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...

Ms. [redacted] purchased a Queen p5 Mattress, Queen p5 FlexFit+ Adjustable Base, and a Queen Total Protect Mattress Pad on 12/28/2013.  The mattress and base were delivered via our Home Delivery and Set-Up Service the middle of January 2014.   We were contacted on May 11, 2015 by Ms. [redacted] and she told us the cover of the mattress and foam topper pad had ripped.  Our Customer Service Representative (CSR) replaced the pieces under Ms. [redacted]’ 25 Year Limited Warranty.    On January 25, 2016 Ms. [redacted] called our Customer Service Center (CSC) and stated the head of the adjustable base was no longer working.  Our CSR transferred Ms. [redacted] to Leggett and Platt as they are the manufacturer and hold the warranty for the adjustable base.  Our CSR followed up with Ms. [redacted] later in the day to see what Leggett and Platt was able do for her.  Ms. [redacted] stated that she was at work and they needed a number off of the bed.  Our CSR tried to transfer her back to Leggett and Platt now that she was at home, but Leggett and Platt was closed due to severe weather.  Ms. [redacted] stated she would try them the following day.  Per Leggett and Platt, they sent Ms. [redacted] a replacement motor.   The next we heard from Ms. [redacted] was on November 16, 2016.  Ms. [redacted] called in stating the head would not adjust and our CSR transferred to Leggett and Platt.  Ms. [redacted] called our CSC after speaking with them and spoke with one of our Customer Advocacy Managers (CAM).  She explained that Leggett and Platt said they would send a new motor but because of their weight this would continue to be an issue.  Our CAM placed Ms. [redacted] on hold to check with Leggett and Platt and the representative that he spoke with stated Ms. [redacted]’ file was not noted with anything about her weight and the probability of the base breaking again because of it.  Our CAM offered to send out technicians out to install the motor at half price.  Ms. [redacted] stated she didn’t want technicians and wanted to escalate to his supervisor to get her issue resolved.  He transferred the call.   After getting Ms. [redacted]’ voicemail, our supervisor called out to discuss.  Ms. [redacted] stated that our sales professional sold her the base knowing it would not work for her and she wanted a new base, one that does what it’s supposed to do.  Our supervisor explained that once the motor was installed it will function as it should.  Ms. [redacted] again stated that she was told by Leggett and Platt that the base would continue to break due to a weight issue.  Our supervisor declined her request to exchange the base.   Our sales professionals work with people of all shapes and sizes daily.  If the sales professional thought weight to be an issue, it definitely would have been addressed at the point of sale back in 2013.   If Ms. [redacted] feels the current weight of her and her husband now exceeds the weight restriction on the product, perhaps they should look at different product options.   We’re sorry, but we cannot exchange Ms. [redacted]’ FlexFit+ Adjustable Base for another frame.  Ms. [redacted] will continue to be supported by her 25 Year Limited Warranty.   Best regards, Customer Advocacy Escalation Consultant

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) */

August 16, 2017   Revdex.com of Minnesota & North Dakota   RE:        Mr. *** Case # ***   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Mr. ***.  ...

Mr. *** is currently working with one of our Case Managers and Synchrony Bank towards resolution.  Tomorrow the three parties will be connecting via a conference call.  Synchrony cannot share information about our mutual customers with Sleep Number without their consent. Connecting via a conference call will show customer consent and all parties can work together towards information gathering and resolution.   We look forward to closing this chapter for Mr. ***.   Best regards, Customer Advocacy Escalation Consultant

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

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!!!

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, 5, 2015/03/16) */
March 16, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
Mr. [redacted]'s complaint was discussed and resolved today on March 16, 2015, with...

mutual satisfaction. We sincerely apologize to Mr. & Mrs. [redacted] for any inconvenience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/05/08) */
May 8, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
Mr. [redacted]'s complaint was discussed and resolved this today on May 8, 2015, with mutual...

satisfaction. We apologize to Mr. [redacted] for any inconvenience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  As long as my new order arrives on the promised date of September 28,2016.

Initial Business Response /* (1000, 8, 2015/12/23) */
December 23, 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 has experienced in reaching...

out to our company regarding the delivery of his order. Mr. [redacted]'s bed was delivered on December 17, 2015. As a token our apologies, we shipped Mr. [redacted] a set of sheets and will be mailing him a check for $100. We understand that this has been a tremendous inconvenience and truly appreciate his patience.

Best regards,

Legal Correspondence Analyst

October 17, 2016       Revdex.com of Minnesota & North Dakota   RE:        Mr. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Ms....

[redacted].   Our records indicate that Ms. [redacted] purchased a Sleep Number p5 King Mattress and Base, a set of 12 legs and a set of sheets on July 29, 2016.  The bed was delivered and set up by our Home Delivery Install and Set-Up Team on August 4, 2016.    Ms. [redacted] chatted in to our Live Chat Team on October 3, 2016 and advised that the frame keeps popping out in the middle.   Our Customer Service Representative (CSR) asked Mr. [redacted] to call the Customer Service Center (CSC) because we had additional questions that required a verbal conversation. Mr. [redacted] was also advised to not sleep on the base and to put the mattress on the floor (chat records available upon request).   On October 4, 2016 Mr. [redacted] called our CSC and said that when he was vacuuming the previous night (October 3rd) he discovered that the bed was popping apart in the middle and his end.  Our CSR set up the order to replace the entire base and was again told to put the mattress on the floor.  Our technicians came out to install the base and discovered two legs were missing and sent a request to our CSC to have the legs ordered.  Mr. [redacted] stated that there were 6 missing legs in his complaint.  The legs were delivered via UPS on October 12, 2016.   The first available date for the install was October 27, 2016 but our CSR/Scheduler was able to move the date up to October 21, 2016.   In Mr. [redacted]’s complaint he mentions that he discovered the bed leaning 3 weeks prior to contacting us yet he told our CSR it was the day prior to the phone call.  Mr. [redacted] spoke with our Digital/Social Media team and explained that he installed the new legs by himself but still has three boxes in the home.  Our CSR asked if he would like to keep the install date to have the technicians pick up the defective base and Mr. [redacted] declined stating it was not necessary.  Our CSR sent prepaid labels for Mr. [redacted] to ship them back himself.  Additionally, she appeased him on top of the original Home Delivery fee credit.  Mr. [redacted] thanked her for her help and wished her a good day.   We believe this matter to be resolved.       Best regards, Customer Advocacy Escalation Consultant

September 16, 2016   Revdex.com of Minnesota and North Dakota   Select Comfort Customer # [redacted]   RE:        Ms. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the...

complaint of our customer, Ms. [redacted].   Our records indicate that Ms. [redacted] purchased a Split King i8 Mattress and FlexFit2 Adjustable Base along with several bedding accessories on August 30, 2016.  The bed was delivered via our Home Delivery Team on September 10, 2016.   We’re sorry for the misunderstanding regarding the removal of Ms. [redacted]’s waterbed.  Waterbeds are considered furniture and as such we cannot remove them.  The Sleep Number Home Delivery Install and Removal policy only covers the removal of mattresses and box springs (from any company) and adjustable bases purchased through Sleep Number due to liability issues.    Ms. [redacted] contacted our Customer Service Center on September 10, 2016 and in the spirit of good customer service her Home Delivery fee was refunded.  The credit settled on our side on September 11, 2016 and can take 5-7 business days to post on her MasterCard.  We consider this matter closed and are happy Ms. [redacted] is part of the Sleep Number family.   Best regards,   Customer Advocacy Escalation Manager

March 30, 2016 Revdex.com of Minnesota & North Dakota RE:  Mr. and Mrs. [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customers, Mr. and Mrs. [redacted]. Our records indicate that Mr. and Mrs. [redacted]...

purchased a Total Protection Mattress Pad, King c4 Mattress, and a King FlexFit1 Adjustable Base on January 30, 2016. The bed was delivered on February 27, 2016. Mrs. [redacted] called our Customer Service Department on March 28, 2016.  Her situation was discussed and she agreed to the resolution we presented. We consider this case closed. Best regards, CS Correspondence Manager

Initial Business Response /* (1000, 8, 2016/01/27) */
January 27, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they 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 affected their order and cancellation. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted] elected to cancel their order so their American express was refunded $[redacted] on November 19, 2015. $[redacted] will settle with their VISA within 7 business days. We regret that we have lost Mr. & Mrs. [redacted]'s business due to our computer conversion.
Best regards,
CS Correspondence Specialist

August 25, 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. [redacted].  ...

Ms. [redacted] purchased a King p5 Mattress with SleepIQ and Modular Base with legs on August 16, 2016.  The bed was delivered August 23, 2016.   September 20, 2016 Ms. [redacted] called our Customer Service Center and stated she wanted to return her SleepIQ and had issues with the cover to her mattress and her remote.  Our Customer Service Representative set up the return for the SleepIQ and explained how to go about returning the SleepIQ processor.  Generic address labels were sent to Ms. [redacted] with our address on them.  They were to be used at her shipper of choice for the return.  The cover and remote were replaced and shipped to her via UPS.  The return of the processor was actually cancelled on December 8, 2016 because we had no record that we received the part back and assumed Ms. [redacted] changed her mind about wanting to return.    Ms. [redacted] next contacted our Customer Service Center on August 21, 2017 and stated she had not received the credit for the return of the SleepIQ processor.  She was advised to provide the tracking information for the return and once we received that information we would process the credit. Without proof of the return, we are unable to credit back the funds.  We have not received that information as of yet.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 9, 2015/12/21) */
December 21, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they have...

experienced in reaching out to our company regarding their order cancellation. Mr. & Mrs. [redacted] bed purchase was never charged by Sleep Number, since the bed was never delivered. However, the funds allocated for the bed purchase were in a pending status with the financing company, Synchrony Bank. Mr. & Mrs. [redacted]'s concern was resolved on December 10, 2015.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 16, 2016/01/05) */
[redacted]Document Attached[redacted]
I am sorry that I was not able to reply to this response prior to closing on 12/31/15. I was out of the country and not able to access my email until now. We are not satisfied with Sleep Number's response. I have attached a file that was sent to Sleep Number (from which I got no response). It addresses the issues created by Sleep Numbers service system and what we feel would be satisfactory resolution.
Final Business Response /* (4000, 20, 2016/01/20) */
January 19, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. & Mrs. [redacted].
Again, we apologize to Mr. & Mrs. [redacted] for the delays they experienced regarding their order cancellation. As previously stated, Mr. & Mrs. [redacted]'s bed purchase was never charged, since the bed was never delivered. Our records indicate that any pending Synchrony funds on the canceled order were cleared immediately upon Sleep Number's call to Synchrony on December 10, 2015.
Mr. & Mrs. [redacted] return shipped their bedding via two pre-paid UPS return shipping labels, which were received on December 15, 2015. A total credit of $379.45 to their Synchrony account settled on December 18, 2015. This provided Mr. & Mrs. [redacted] a FULL refund.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 6, 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 order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed her order. We understand that this was a tremendous inconvenience and appreciate her patience. Ms. [redacted]'s Sleep Number(r) FlexTop King x12 was delivered January 27, 2016. We have appeased [redacted] Ms. [redacted]'s HelpCard Financing account and [redacted] her Visa. We have also sent her [redacted]as a token of our apologies. We hope this helps ease some of her frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 8, 2016/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted my HelpCard Financing account and was informed there was no recent credits or adjustments showing, but I would like for Select Comfort to forward me everything in writing stating what exactly they are stating in their response showing me the exact credits and adjustments amounts to my HelpCard Financing account and the Visa account they are referring to....then I would gladly close this complaint or they can even call me at 219-525-4042 if that would make the process faster...Thanks
Final Business Response /* (4000, 15, 2016/02/17) */
February 17, 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 regarding the credits to her HelpCard and Visa accounts. Our accounting department has verified all credits settled with her HelpCard and Visa on December 18, 2015. She would have seen the credits on her accounts by December 28, 2015.
In Ms. [redacted]'s Revdex.com complaint she stated as of February 12, 2016 she had, "no recent credits or adjustments." We suggest Ms. [redacted] review her account statements since December 2015 as all refunds and credits have settled with their respective accounts. We hope this helps ease some of her frustration.
Best regards,
CS Correspondence Specialist
Final Consumer Response /* (2000, 21, 2016/02/18) */
I apologize for overlooking the fact that I DO see the credits they are referring to....I mistakingly thought they were talking about another recent credit. I want to sincerely thank the Revdex.com for working so hard on my behalf and promptly assisting me with this matter...YOU GUYS ROCK!!!!! Case closed..thanks again.

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].
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) Split King i10 Mattress and Split King FlexFit3 adjustable base was installed on January 5, 2016. We have applied a credit to Mr. & Mrs. [redacted]'s Synchrony Financial account. We hope this helps ease some of their frustration.
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 11, 2016/01/27) */
January 26, 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 company regarding his order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected his order. Mr. [redacted]'s bed was delivered on January 6, 2016. We understand that this was a tremendous inconvenience and appreciate his patience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 13, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe we should be compensated in some way for all of the inconvenience.