Select Comfort Corporation

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

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, 5, 2015/04/24) */
April 24, 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 morning on April 24, 2015,...

with mutual satisfaction. We sincerely apologize to Mr. [redacted] for any inconvenience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/05/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Our money was refunded, however, I hope that the payment we made to the credit card company is paid back to us via check, since we now have a credit on our credit card account.

Initial Business Response /* (1000, 10, 2016/02/17) */
Select Comfort Customer # [redacted]
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]'s delivery has been...

scheduled for 2/17/2016. We have appeased $[redacted] , and the appeasement settled to Ms. [redacted]'s Visa Card on 2/15/ 2016. Again, we understand that this has been a tremendous inconvenience and appreciate Ms. [redacted]'s patience.
Best regards,

CS Correspondence Manager
Initial Consumer Rebuttal /* (2000, 11, 2016/02/17) */

Initial Business Response /* (1000, 5, 2016/02/04) */
February 4, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she experienced in reaching out...

to our company regarding her bedding order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed Ms. [redacted]'s order. We understand that this was a tremendous inconvenience and appreciate her patience.
According to UPS, the Sleep Number(r) New, Pillow, Tech-e, Green was delivered December 30, 2015 and left at the front door. Tracking # [redacted].
According to UPS, the Sleep Number(r) AirFit, CoolFit Foam, Classic, King was delivered January 26, 2016 and left on the porch. Tracking # [redacted].
On January 31, 2016, [redacted] was refunded back to Ms. [redacted]'s Visa for the cost of the Sleep Number(r) AirFit, CoolFit Foam, Classic, King as a token of our apologies.

Best regards,

CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told by several employees I would have both pillows by Christmas. I received both pillows after Christmas. To insure delivery before Christmas I paid for 2nd day air and still did not receive them nor any updates on my order. I received a credit on my Visa for $43 on 2/2/16. So once again Sleep Number lied because I did not receive a refund for the cost of the CoolFit pillow, which was $167.99 plus tax. As stated when I registered this complaint I want a refund for the full amount I paid on 12/15/15, which was $248.71.
Final Consumer Response /* (2000, 12, 2016/02/18) */

Initial Business Response /* (1000, 5, 2016/02/04) */
February 3, 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 and trial return. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their order and trial return. We understand that this was a tremendous inconvenience and appreciate their patience.
According to our records On September 9, 2015 Mr. & Mrs. [redacted] purchased a Sleep Number(r) p6 w/SIQ, Queen, Matt and Adj Base Queen FlexFit2, Stone, 1Remote, Home Delivery set up service, and some bedding items for [redacted]. Mr. & Mrs. [redacted] opted to return their mattress and we agreed to accept a return of the adjustable base as well. Mr. & Mrs. [redacted] agreed to a restocking fee [redacted] on the adjustable base as this is normally a final sale item. The Home Delivery return pickup was waived for both the mattress and adjustable base.
On October 28, 2015 [redacted] settled to Mr. & Mrs. [redacted]'s Synchrony Financial account for the return of the mattress.
A check in the amount of [redacted] for the adjustable base was mailed to Mr. [redacted] on January 4, 2016.
We regret we have lost Mr. & Mrs. [redacted]'s business.
Best regards,

CS Correspondence Specialist

Final Consumer Response /* (2000, 6, 2016/01/21) */
Received our chambers today by UPS. Thank you for getting our complaint handled so quickly.

June 14, 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].   We...

found a file with the address and phone number submitted on the complaint.  The name on the file is different but the information given in the complaint matches up with the notes in the file.    On March 20, 2015 a Queen p5 Mattress w/SIQ, a Queen FlexFit 3 Adjustable Base, a mattress pad and two pillows were purchased.  March 23, 2015 we received a call asking us to cancel the order due to our two week delivery lead time.  The status of the order allowed us to cancel the adjustable base off the order.  The accessories had shipped so we could not cancel and the mattress status did not allow for a cancel or return at the time.   The customer was advised they could return the accessories to the store and that we would cancel the mattress when the system allowed.   A stop payment was put on the check used for the purchase and the check was returned to us.  The accessories were refused but did not get checked in as returned which resulted in a claim to Certegy.   Due to an internal system conversion and personnel transitions, unfortunately, the claim did not get reversed when the items were checked in.  We are currently working with Certegy to get the documentation requested in the complaint and are deeply sorry for the error.   Best regards, Customer Advocacy Escalation Consultant

August 3, 2017   Revdex.com of Minnesota & 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].   Our position remains the same.  We apologize for the delay in getting out the parts.  Had they been available, we would have gotten them out sooner.   Our beds are component based so we offer many options to assist with comfort issues.  We know that comfort is unique to every individual, so we have additional components available to help our customers get the best sleep experience possible.  Our Comfort Team is highly trained in knowing if, and which, additional parts will help achieve the best sleep. They know that if one side of the mattress is higher than the other, only one lift is needed to level out the mattress.     Mr. [redacted]’s parts were delivered August 2, 2017.  Again, we apologize for the delay and know the additional pieces will resolve the issues.  We encourage Mr. [redacted] to reach out to our Customer Service Center should he have any additional questions or concerns.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 10, 2015/04/21) */
April 21, 2015
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(r) c2 King (with Sleep...

IQ) Mattress, a King FlexFitTM 1 Adjustable Base, a Total Protection Mattress Pad, two Euro Pillows and Home Delivery Service (complimentary delivery & set up) at one of our retail stores on March 1, 2015.
Our Sales Professionals are expected to provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our products. Our Exchange and Return Policy and 25-Year Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register, and the return policy is printed on all printed sales literature advertising the respective products. All policies, the terms and conditions of sale and the limited warranty are available to anyone interested and we invite all prospective customers to read them, ask questions and understand them before making a purchase. Ms. [redacted]'s Sales Professional, Ms. [redacted], contends that Ms. [redacted] and her mother were aware of the no-return policy on the adjustable base. Ms. [redacted] did sign her Customer Order Agreement (copy available upon request) along with her mother, Ms. [redacted]; both of them acknowledging the terms and conditions of sale were fully understood; which included the following:
Adjustable Bases: The FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 Adjustable Bases are not covered under the Sleep Number(r) 100 Night In-Home Trial policy. All sales of FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 adjustable bases and/or, Surround Silhouettes are final. No returns or exchanges will be authorized or accepted."
Ms. [redacted]'s mattress and adjustable base were delivered on March 21, 2015. During installation, the technicians discovered that headboard brackets would be needed to support Ms. [redacted]'s existing headboard. Ms. [redacted] spoke to customer service and threatened to refuse delivery if she had to pay for the brackets. The brackets were air shipped to Ms. [redacted] at no charge and she was assured that our Home Delivery team would be sent back to install them. Ms. [redacted] accepted the delivery.
All calls in and out of our Call Center are recorded. On March 30, 2015, Ms. [redacted] called our customer service requesting authorization to return for refund. The Customer Service Representative (CSR) said to Ms. [redacted], "Now you do have the adjustable base - that part of the order is non-returnable; the mattress does have a 100-night return option", and Ms. [redacted] acknowledged she was aware of that. Ms. [redacted] was anxious to end the call because her cell phone was beeping due to low battery, but asked about the brackets and the CSR recommended that she just keep them in case she wanted to attach her headboard to her adjustable base. Ms. [redacted] was provided the return shipping options, which are:
You can return it using a carrier of your choice and you are responsible for any shipping charges.
Or, we can set up pre-paid shipping labels that will be deducted from your refund (for a fee of $29.99 per box). These labels will include insurance and all the necessary information to ensure timely processing of your refund (Return Merchandise Authorization number, your address, our address, etc.).
Or, you can choose our Home Delivery Return Service. Technicians come to your home, disassemble, package and ship the bed back to us. The cost for this service is $199.99 and is deducted from your refund.
Ms. [redacted] chose Home Delivery Return Service. On April 18, 2015, Ms. [redacted]'s c2 King (with Sleep IQ) Mattress was picked up and her mother's Visa was credited for $1,244.49.
While we regret that Ms. [redacted] did not find her c2 King (with Sleep IQ) Mattress to her liking, her adjustable base is not defective in materials or workmanship. The adjustable base functions as intended and according to Ms. [redacted]'s calls, is free from defect. Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM Adjustable Bases. There are hundreds of adjustable friendly mattress designs available. As long as an innerspring does not have a border rod in it and is 10-12 inches in profile, it will work just fine. All memory foam mattresses that are up to 12 inches in profile height are compatible as well.
We're sorry, we cannot accommodate Ms. [redacted]'s request to authorize a return for refund of her King FlexFitTM 1 Adjustable Base.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 12, 2015/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response however, I see this is a canned answer.
You state the sales rep is expected to provide all information and she did not. You also state I can go online to see return and exchange policies however, why should I have to do this if you are honest and forthright in the store. As stated my paperwork does not state the base is non refundable!
The second lie is that you state I was aware of the base being non-refundable. You state there are recordings, listen to the them, this is also not true. The third lie was stated that my cell phone was beeping of low battery. Again listen to the recording to see that is also not the case.
It is appalling the fraud on several levels you have committed. I assure you I will make as many people I can aware of your fraud sales tactics.
I continue to expect total refund due the fraudulent business transaction.

March 14, 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 Ms. [redacted] purchased a California King Memory...

Foam Set from QVC on December 27, 2013. Ms. [redacted] called in to our Customer Service Center on March 7, 2016 needing to replace the cover of her mattress. The costs of the mattress covers vary from model to model. Based on her purchase date, Ms. [redacted] Select Comfort will cover 72% of Ms. [redacted]'s replacement costs under the terms of her 25 Year Limited Warranty.
Ms. [redacted] states that she saw the "exact" cover listed on our website. Our website lists bedding accessories, but no component parts. If there was confusion and Ms. [redacted] was referring to a mattress pad, she can order that online, at our retail stores, or by calling our Customer Service Center. Should she need the actual mattress cover, that part can only be purchased through our Customer Service Center as we do not sell component parts online or in our retail stores. We're sorry, but we cannot accommodate Ms. [redacted]'s request for free replacement parts. We have an obligation of fairness to maintain for all of our customers and cannot make her request an exception."
Please contact me directly if you have any questions.
Best regards,
CS Correspondence Manager

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 so long as it is completed as promised.    My wife called customer service as recommended because we have still not received the $2110 ($109 was received). We continue to be frustrated as they can't find the second credit and then accused us of never having paid to begin with which we all know is not the case.  So looks like another "training" opportunity and more importantly...I still need my $!!!i do appreciate the resolution for the replacement parts so if we can just get the refund right, we'll all be in a better place.  Thank you. -[redacted]

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 the delays he has experienced regarding...

his warranty order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected his order and delivery. The warranty part was delivered January 6, 2016. We understand that this was a tremendous inconvenience and appreciate his patience.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 10, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from Select Comfort Corporation. This was not a "warranty" part. They sent the wrong "part" with the delivery of the bed. With out the "part" we were unable to use the bed with the features as it was intended. Blaming the problem on the computer system conversion is not acceptable. The proper action should have been to over-night the right controller. Had this happened I would have been satisfied with the customer service. The details of my original complaint along with this feeble attempt of an apology leaves a bad taste in my mouth regarding the customer service of this company. I'm not sure I want to rely on them for the next 25 years in case of problems with our Sleep Number bed. If Select Comfort Corporation were to offer something like a comforter in recompense I would feel better about the company.

Initial Business Response /* (1000, 7, 2015/12/14) */
December 14, 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 bed.
Mr. [redacted]'s i10 Split King Mattress is scheduled to be delivered on December 28, 2015. We understand that this has been an inconvenience and truly appreciate his patience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 9, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept, because I want them to delivered before Christmas. And I deserve a discount. I've waited 4 months for it. They sent me an email on Wednesday Dec 9th saying that my order had been processed. What came to my mind was, what had they been doing From September to December 8? Why had my order just been processed December 9th. I don't understand. And Thursday Dec 10, I got a call from them, but I missed it. So I called them back. Waited very very long, like usual. And talked to customer service. They said they would deliver my bed on the 28th. I asked them could they at least deliver it before Christmas. After all the time I've waited, they said no. I had no say at all during this problem. I talked to them and asked them to deliver it Dec 24, which was two weeks from when we talked and it's only 4 days early from the 28th. But you know, they love to say no. I saw the letter they sent to you. To say that they are sorry. I'm not sure they are. It seems like, when I talk to them, I feel small, powerless. Everything I ask, it's no no no no. It seems like I have to do what they say. That's not fair. Don't I have the right to say something? Don't customers have rights? Or do the big companies have the power to treat customers this way. I feel looked down on and humiliated. It's their way or highway. I have no say in it. Dec 28 is what they want, not what I want. Thank you for your help.

I am rejecting this response because:
In my complaint to the Revdex.com, I stated that I received a $200 inconvenience credit.  Once I contacted Sleep Number, I was offered a $500 appeasement.  I stated that I was led to believe that the $500 appeasement was in addition to the $200 credit I already received, and clarified this with a customer service agent.  When I only received a $300 appeasement, I contacted customer service.  That is when I was told that the $500 was a "total" appeasement.  This is my complaint, and why I am asking for the $200 difference in appeasement offered.  It is true that I accepted a $500 appeasement - I accepted it with the understanding (that I had clarified with an agent), that it was in addition to the $200 initial credit.  I don't understand the logic behind offering a customer $500, when they have already given the customer $200.  Were they going to take the $200 back if I didn't accept their offer?  They were not clear in their language, and should have offered a $300 appeasement if that was their intention all along.  In addition, Sleep Number offered bedding AND pillows, and when I accepted the appeasement offer, they changed it to bedding OR pillows.  As stated in my original complaint, due to detrimental reliance, I had accepted their offer and felt forced to lower terms.  Receiving a statement back from Sleep Number, that did not expand or explain any of this, or agree to the terms of my complaint, does not resolve my complaint, and I will not accept it.  By the language of the letter, it dose not appear that they read the entire complaint, or understand the discussion.

Initial Business Response /* (1000, 5, 2015/11/04) */
November 4, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We have credited Mr. [redacted]'s credit card for $166.36. We sincerely apologize for...

the delay in processing his refund.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 9, 2015/11/04) */

I am rejecting this response because:Thank you Revdex.com. Without you in place I think Sleep Number would never attempt to treat me fairly. Unlike what's stated in their comments, I sent this email, with photos, to customer service on Aug 4th and never got any response:  [redacted] Aug 4 at 8:38 [email protected] bodymy name: [redacted]                [redacted]               Tampa Fl 33617[redacted]The right side caves in in the middle area.  2 AttachmentsView allDownload all20160803_211457.jpg20160803_211542.mp4

Initial Business Response /* (1000, 8, 2015/09/09) */
September 9, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. [redacted].
Our records indicate that Mrs. [redacted] purchased a Sleep Number(r) i8 Split...

King Mattress (with SleepIQ), a Split King FlexFitTM 1 Adjustable Base, a Total Protection Mattress Pad, a Down-Alternative Pillow, a Memory Fiber Support Pillow and Home Delivery Service at one of our retail stores on April 30, 2015. Mrs. [redacted]'s order totaled $6,781.72 and was paid using a Visa credit card. Mr. & Mrs. [redacted]'s mattress and adjustable base were delivered on May 14, 2015 and the bedding products were shipped via UPS.
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] contends that she went over the terms and conditions of sale with them in detail and that Mrs. [redacted] signed their Customer Order (copy available upon request) as well as initialed the respective disclaimer relative to 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."
All of our calls are recorded. On June 2, 2015, Mr. [redacted] called our customer service requesting to exchange their i8 Mattress to the p6 King Mattress because of the aesthetics and an electrical smell coming from the mattress pump. The Supervisor Mr. [redacted] spoke with reminded him that his adjustable base was a final sale and that only the mattress would be exchanged, and Mr. [redacted] acknowledged it without hesitation. They also discussed that their 100-Night period would expire on August 22, 2015. An exchange was set up and their new p6 King Mattress (entirely new mattress with a new pump) was delivered on June 17, 2015. A credit of $1,086.13, for the difference in price was applied to their Visa.
On July 31, 2015, Mr. [redacted] spoke to the same Supervisor. They discussed the terms and conditions of sale and the fact that their Customer Order Agreement was signed at the point of sale.
On August 1, 2015, Mr. [redacted] spoke to different Supervisor who reiterated the same Adjustable Bases Return/Exchange Policy. Mr. & Mrs. [redacted] were provided a copy of their Customer Order showing that Mrs. [redacted] had signed and initialed the Adjustable Bases Return/Exchange Policy. Mr. [redacted] agreed that it is Mrs. [redacted]'s signature and initials.
Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 Adjustable Bases. There are hundreds of adjustable friendly mattress designs available. As long as an innerspring does not have a border rod in it and is 10-12 inches in profile, it will work just fine. All memory foam mattresses that are up to 12 inches in profile are compatible as well.
We're sorry, we cannot accommodate Mr. & Mrs. [redacted]'s request for authorization to return their King FlexFitTM 1 Adjustable Base. We are sorry that the two mattresses did not work out and wish them well.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Revdex.com,
We do not accept the response from Sleep Number Bed for the following reasons:
The source of the electrical smell (electrical pump which controls the FlexFit Frame) which was mentioned in our complaints both (verbal and written) has not been addressed. The smell emanated from the electrical pump upon raising and lowering the FlexFit Frame (not from the pump used to inflate and deflate the mattress) as indicated in the responses (verbal and written) from the company representatives. This potential safety/health risk (ex. Fire, harmful fumes) is not alleviated/resolved with the purchase of a mattress from any vendor (as suggested), because it is INHERENT in the product which we purchased from Sleep Number Bed (also, transported and set-up by their personnel). To suggest that there is not even a remote possibility that the FlexFit frame with attached pump, which we purchased from Sleep Number, poses the hazards which we have personally experienced is without merit. Re-calls are issued every day from manufactures because the product did not perform as originally thought or because there was an unexpected malfunction of a product. All of this occurs despite the best Quality Assurance and Quality Control measures which manufactures may implement.
Also, we would like to state that there are a number of inaccuracies in Sleep Numbers' response to our complaint, as it relates to the conversations which we allegedly engaged in with the various Sleep Number employees. We stand by our original correspondence and reiterate that for our health and safety, we would like the product removed from our home and a refund to be issued in the amount of $1999.99.
Thank you
Final Consumer Response /* (2000, 16, 2015/10/02) */
Final Business Response /* (4000, 14, 2015/10/02) */
October 2, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. [redacted].
Mr. & Mrs. [redacted]'s complaint was discussed and resolved today on October 2, 2015, with mutual satisfaction.
We apologize to Mr. & Mrs. [redacted] for any inconvenience and wish them well. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

I am rejecting this response because:It is not fair to us. We spend over $8,000 for a bed that the promise to give me comfort. I don't consider that price as a sell. It didn't deliver that. The salesman job is to sell. They don't sleep on this every night. I know that this is a defective product. I should've have an option for something else. The service techs work for the company and I don't think they will act fairly in our  best interest. As I stated before, this is the worst mattress I have ever slept on. My husband was upset because of the runaround. Eventhough, the company is sending someone out here on 4/30,does not excuse the fact that this mattress is a defective piece of work. We should not wake up sore in the morning or have restless nights. We are not the only one that has a complaint about the sleep number beds according to the reviews.