Select Comfort Corporation

Initial Business Response /* (1000, 5, 2015/05/12) */
May 12, 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 resolved on April 29, 2015, with mutual satisfaction. Mr....

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

August 28, 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] worked with one of our Case Managers and the complaint has been resolved with mutual satisfaction.   Best regards, Customer Advocacy Escalation Consultant

April 1,2016Revdex.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...

Split King iLE Mattress w/SIQ, a Split King FlexFit2 Adjustable Base, two Total Protection Mattress Pads and set of Split King Lyocell Sheets on November 27, 2015.  The bed was delivered via our Home Delivery Team on February 18, 2016. Our Sales Professionals are expected to provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our products.  Our Exchange and Return Policy and 25-Year Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register, and the return policy is printed on all printed sales literature advertising the respective products.  All policies, the Terms and Conditions of Sale and the Limited Warranty are available to anyone interested and we invite all prospective customers to read them, ask questions and understand them before making a purchase.  The Sales Professional went over the Terms and Conditions of Sale with Mr. [redacted] in detail and Mr. [redacted] signed the Customer Order and initialed each respective disclaimer relative to the items they purchased (copy available upon request), including the following: Adjustable Bases Return/Exchange Policy:  The FlexFit1, FlexFit2, and FlexFit3 Adjustable Bases are not covered under the Sleep Number 100 Night In-Home Trial Policy.  All sales of FlexFit1, FlexFit2, FlexFit3 Adjustable Bases and/or Surround Silhouettes are final.  No returns or exchanges will be authorized or accepted. Mr. [redacted] called our Customer Service Center on March 29, 2016 requesting to return both their mattress and adjustable base. Even though he signed AND initialed acknowledging he was aware of the Terms and Conditions of Sale, Mr. [redacted] claimed he was never made aware of the no-return policy on his adjustable base. He also stated on this call he was going to start a negative campaign against Sleep Number and take out a full page ad. A return for the mattress only has been authorized and Home Delivery Return Service is scheduled for April, 9 2016.  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 suggest a retainer bar to help hold the mattress in place. We will not be able to accommodate Mr. and Mrs. [redacted]’s request for authorization to return their FlexFit2 Adjustable Base. Best regards, CS Correspondence Manager  [redacted]

Initial Business Response /* (1000, 5, 2015/01/14) */
January 14, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to outline our perspective regarding the complaint of consumer, Mr. [redacted].
Mr. [redacted] wanted to purchase a p5 queen bed set and we agreed to...

originally honor a discount on a P5 bed that was otherwise not available. In addition, we agreed to allow Mr. [redacted] to use a $50 coupon on that same bed even though the coupon specifically indicated that it was not combinable with other discounts. Our efforts to meet Mr. [redacted]'s escalating demands in connection with discounts on that purchase were more than fair even in the face of his aggressive position.
After placing that order, however, Mr. [redacted] elected to cancel it though our chat team in favor of his attempt to use a $1,000 coupon on a P6 bed. The restrictions on that coupon, however, meant that it was unavailable for his use. That coupon is expressly non-transferrable and had been sent specifically to his neighbor, a current Sleep Number customer. Given that this discount was unavailable for his use, the order for the P6 bed using that coupon was canceled. Mr. [redacted] tried again the next day to use that same coupon, this time attempting to place the order under his wife's name. We have canceled that order as well, as his wife is also ineligible to use a non-transferrable coupon. Mr. [redacted]'s continued attempts to use coupons he is not eligible to use constitutes fraud.
Mr. [redacted] has been advised that his continued efforts to contact numerous employees of Sleep Number in connection with his attempt to use discount coupons he is not eligible to use is unwelcome. As we have indicated to Mr. [redacted] via a telephone voicemail message on January 13, 2015 and an email message reiterating the same information, I am to be his only point of contact with Sleep Number. Any further contact with any employee of Sleep Number other than myself will be considered by us to be harassing.
At present, therefore, there are no pending orders for any product from Sleep Number for Mr. [redacted].
We believe that we have extended our best efforts to assist Mr. [redacted] yet he keeps seeking more. As such, we prefer to end any potential relationship with Mr. [redacted] as a customer.
Please contact me if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Revdex.com,
I was extended a price by [redacted], Sleep Number (Select Comfort), for the P5 queen mattress. This price was extended to me due to the business practices I had experienced by the Sleep Number store in Snellville, GA. The price that was offered was the "lowest price of the calendar year." [redacted] stated he had to research this price and get back with me. The price that he offered was $400.00 off the original price; however, I located a commercial advertisement in addition to a printed advertisement where Sleep Number offered this price on 9-27-14 for $500.00. [redacted] would not honor this price, even after I provided proof of the advertisement to him. This is a direct violation of Minnesota Statute 325D.44 (Deceptive Trade Practices) subdivision 1, item 9. That is why the case was forwarded to Ms. [redacted]. Through Ms. [redacted]'s efforts, the offer was extended to me, which I accepted, and the order was processed. The $50.00 coupon has no exclusions and was used with the purchase of a mattress pad. This was on Friday, January 9. During the weekend, a neighbor provided my wife with a coupon which states $1000.00 off a P6 (an upgrade from the P5) mattress. I contacted Sleep Number on Sunday, January 11. I was told then that I could use the coupon; however, the coupon would not be valid until January 12. On January 12 I contacted Sleep Number and presented the coupon. The order was processed. I asked the sales associate to cancel my previous order. The sales associate brought to my attention that the mattress pad was discounted on the first order. The sales associate then cancelled the P5 mattress on the first order, and cancelled the mattress pad on the 2nd order. It was later brought to my attention that the order had been cancelled. The party who cancelled my order was Ms. [redacted]. I spoke with her and she said that I had "exhausted" her. She further stated that we were "done", I had committed coupon fraud (lacking mens rea), and withdrew the P5 order. She said the sales associate made a mistake by accepting the coupon. Keep in mind, I asked the sales associate if I could use this coupon and was granted permission. I now felt that it was a personal vendetta against me. I made this same order two additional times. Both times asking the sales associate if I could use my coupon. Both times the coupon was allowed to be used. I can only assume that sales associates make a lot of mistakes at Sleep Number. Both times the order was cancelled by Ms. [redacted]. Of course, now, it is a personal vendetta as I am on her personal RADAR. Also, keep in mind, what have I done that has been in the wrong. I have not misrepresented anything, always asking and receiving permission to use this coupon by Sleep Number until Ms. [redacted] becomes involved. Furthermore, I still have charges on my Sleep Number and American Express credit cards. The charges are in the amount of $2183.66, $2213.24, $2289.56, and $180.19. Sleep Number is under a binding contract for goods sold since Sleep Number is in possession of monies I have provided. Sleep Number needs to adhere to the contractual agreement, they have my money, I need my product.
Thank you,
[redacted]
Final Business Response /* (4000, 9, 2015/01/16) */
Dear Mr. [redacted]:
Mr. [redacted] is mistaken in certain aspects of his complaint to the Revdex.com. In the first place, he misstates the promotion to which he initially responded. Our holiday promotion reflected the Lowest Prices of the Season, not of a specific calendar year. Additionally, the 500 price to which Mr. [redacted] references was a local discount offered by a specific Sleep Number store during a finite period of time earlier in the year and not connected with the Seasons referenced in our promotion. Notwithstanding this and due to the fact that Mr. [redacted] became increasingly demanding, we agreed to offer this same discount on the bed that Mr. [redacted] was interested in purchasing. At the same time that Mr. [redacted] was dealing with Mr. [redacted] and Ms. [redacted] regarding this issue, however, he was also repeatedly contacting our customer service team to try to get a better deal than what he was trying to obtain through Mr. [redacted] and Ms. [redacted].
Ms. [redacted] was able to finalize the original discount issue (?500 off a P5 mattress) with Mr. [redacted] at which point we thought the issue was resolved. Over the next few days, however, Mr. Rodgers repeatedly contacted various people within the organization in an attempt to utilize a S1,000 coupon which, on its face, he was ineligible to use. Each time his efforts were discovered and the corresponding orders were canceled.
As for the charges Mr. [redacted] references, they have been credited in full to his accounts. We are certainly not in any binding contract for goods sold despite Mr. [redacted] assertions otherwise.
Sleep Number is in the business of selling premium quality air adjustable mattress and sleep related accessories. Certainly we prefer to sell to our customers than argue with them. However, occasionally we have consumers like Mr. [redacted] who make it entirely too difficult to contemplate a long-standing relationship. Consequently, we prefer not to do business with Mr. [redacted], something that we are well within our rights to decide. Mr. [redacted] has been aggressive, accusatory, sneaky and unreasonably demanding at best. His repeated attempt to utilize a coupon he is ineligible to use constitutes wire fraud. While he professes a lack of means, it is telling that in his latest attempt to utilize the 1,000 coupon he was ineligible to use, he asked that the order be placed in his wife's name. It is also worth noting that federal case law indicates that the fact that the coupon may have been accepted is an insufficient defense to a charge of wire fraud related to coupon use and misuse. As a member of law enforcement, I would expect Mr. [redacted] to be aware of this nuance in state and federal criminal law.
While we would welcome the opportunity to answer any questions the Revdex.com may have, we consider this matter closed. If Mr. [redacted] has any further need to contact Sleep Number, we have repeatedly indicated to him that his singular point of contact will be Ms. [redacted] as his repeated attempts to contact numerous employees within the organization are harassing.

I am rejecting this response because:
Please forgive me for being rude, as it is not my usual demeanor, but we have now spoken to about 7 people from this company and no one seems to understand what we are trying to tell them.  I feel like I am dealing with three year old children.  We are not disputing the fact that we owe return fees.  We are more than willing to pay the $179.99 return fees.  What we are disputing is the total amount of 359.97.  This would mean we are disputing the SET UP charge.  We were never given an option for set up.  We were never told that we could have the bed delivered, then set it up ourselves.  We were told this was INCLUDED in the cost of the bed and the only amount we would have to pay was the 179.99 return fee if we did not like the bed.  This was a huge error on the salesperson's part.  After reviewing the paperwork, it is also very unclear regarding set up fees.  Why were we not asked if we wanted to set up the bed ourselves?  We would have gladly done so.  It was not made clear to us that we had that option.  We understood that set up was included in the total cost of the bed, as was explained to us by the salesperson, and not a negotiable option.

August 9, 2016   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 records indicate that Mr. [redacted]...

purchased a Split King i8 Mattress w/SIQ, a Split King FlexFit3, 2 Twin Extra Long Total Protection Mattress Pads and 2 Specialty Pillows on May 16, 2015.  The bed was delivered via our Home Delivery Install and Set-Up Team on May 26, 2016.   Mr. [redacted]’s complaint states that the problem first occurred on June 16, 2016 and that he contacted Select Comfort on July 8, 2016, July 13, 2016, and August 4, 2016.  All calls into our Customer Service Center are recorded, as well as our chat sessions.  Our records show the first call from Mr. [redacted] was on August 3, 2016. This call came in from a phone number other than the phone number listed on the complaint.  Mr. [redacted] explained to the Customer Service Representative (CSR) that when his wife’s side of the bed raises the head and foot, the middle of the mattress sinks down.  Our CSR asked discovery question to try to understand what was happening and ultimately asked Mr. [redacted] to send in pictures to be able to better evaluate the situtation. Our CSR provided the email address and advised to send to his attention.  Mr. [redacted] said he would send the pictures when he got home.   On August 4, 2016 Mr. [redacted] chatted in asking for the email address again.  The CSR gave Mr. [redacted] the email address and offered a second email address so he could help him right there on the chat.  Our CSR waited 8 minutes then asked if Mr. [redacted] was still with him and ended the chat session when he got no reply.  There was no mention of the issue in the chat, just the request for the email address. We have yet to receive the photos at either email address.   On August 8, 2016 Mr. [redacted] called in from the phone number on the complaint asking for a supervisor right away stating no one is helping.  Our CSR asked if there was something she could do to help but Mr. [redacted] said it was the same thing he’d been telling everyone several times and he was tired of telling people the same thing.  Our CSR gathered Mr. [redacted]’s information so she could pass it along to the supervisor.  Mr. [redacted] disconnected before the connection went through.  This call was less than 4 minutes long.   There are no other points of contact by email, chat, or either of the two numbers mentioned above. August 9, 2016 we received the complaint about no one helping him.  We urge Mr. [redacted] to send in the photos and contact our Customer Service Center via the method of his choice.  We’re more than willing to help, but need further information and the pictures.  Mr. [redacted] is within the first two years of his 25 Year Limited Warranty and replacement of any defective product would be covered 100%.      Best regards,   Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2015/10/28) */
October 28, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
Ms. [redacted]'s complaint has been resolved. Ms. [redacted]'s Home Delivery Return Service...

pick-up is scheduled for October 31, 2015, and she has already been refunded due to a system error.
We apologize to Ms. [redacted] for any inconvenience and wish her well. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2015/10/29) */

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, 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) FlexTop King iLE and FlexTop King FlexFit1,Stone, 2Remotes were delivered December 15, 2015. Their bedding accessories were delivered on January 4, 2016. We have appeased a set of sheets[redacted] as a token of our apologies. We hope this helps ease some of their frustration.
Best regards,

CS Correspondence Specialist

Initial Business Response /* (1000, 8, 2015/04/14) */
April 14, 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 Mr. & Mrs. [redacted] purchased a Sleep Number(r) m7...

Queen Mattress, a FlexFit 2 Adjustable Base, a Total Protection Mattress Pad, four Pillows and Home Delivery Service at one of our retail stores on October 13, 2014. Mr. & Mrs. [redacted]'s mattress and adjustable base were delivered on October 24, 2014 and the bedding was shipped via UPS.
Mr. & Mrs. [redacted] were not at home and had left their Nanny in charge of the delivery. A mattress was removed as a courtesy service and was apparently not supposed to be hauled away. During the delivery, there was some damage to Mr. & Mrs. [redacted]'s wall, which was recently settled. A check for compensation will be mailed very soon.
Mr. & Mrs. [redacted] elected to return their Sleep Number(r) m7 Queen Mattress within their 100 Night In-Home trial period. Their Sleep Number(r) mattress was picked up on December 26, 2014 and their Synchrony financed account was credited for $2,768.00 on December 27th.
We sincerely apologize to Mr. & Mrs. [redacted] for the damage that occurred during the delivery and for the miscommunication that occurred between the technicians and their Nanny regarding their older mattress.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept the resolution as far as the damage to my walls and stairway. I would like to know if they will also send compensation for my mattresses. This was never discussed with me and I never knew they even offered this haul away service. Had I known, I would have taken the mattresses down to the basement. I did not want them to be hauled away. Not one time did I give them permission to do this. I also called RIGHT AWAY when I realized what happened. I was also told by the person on the phone that I did not indicate on my paperwork that I wanted my mattresses hauled away so they did not know why this was done. It was a 100 day trial period so why would they take my mattresses? What if I didn't like the bed? Yes, I returned the bed because I did not want anything to do Sleep Number after speaking to one of the rudest customer service agents I have ever spoken to. But that was another cost I had to cover. I also had to buy new mattresses because unfortunately, my perfectly good mattresses were taken. It would have been a nice gesture if Sleep Number would have offered to cover that cost after all I went through with them. That did not happen. I would also like to address the fact that inside the store they will rush you through the paperwork and not once do they tell you that the base is non returnable. The 100 day trial period is deceiving because you can return the mattress but you are stuck with the adjustable base. They don't mention the base is from a separate company. I would have liked to have returned it all after this whole fiasco but I am stuck with this base now. Sometimes the base doesn't even work. I think because the mattress is no longer there so an error screen pops up. It has all been a huge headache. I appreciate the response and the woman Ali that I have been speaking with. We were out of the area for a while and have just returned. Hopefully all of this can be resolved soon.
Final Business Response /* (4000, 12, 2015/04/23) */
April 24, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. & Mrs. [redacted].
Mr. & Mrs. [redacted] were not at home and left their Nanny in charge of the delivery. A mattress was removed as a courtesy service. The techs contend that the Nanny told them to take it. Regardless of the miscommunication, the mattress is gone and cannot be recovered. We are sorry this happened, but we are not able to provide any compensation for the loss of the mattress.
We sincerely apologize to Mr. & Mrs. [redacted] for the damage that occurred during the delivery and for the miscommunication that occurred between the technicians and their Nanny regarding their older mattress. As a token of our apologies, we have credited the cost of the Home Delivery Return Service or $199.99, back to their Synchrony account.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2015/11/10) */
November 10, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
Ms. [redacted]'s complaint was fully resolved today on November 10, 2015, with mutual...

satisfaction. We sincerely apologize to Ms. [redacted] for the delays she experienced in reaching out to our customer service and resolving her issue. We truly appreciate her patience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2015/11/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Since your involvement to my complaint, this issue has been resolved, and I received my total refund as of last evening. Grateful for assistance with this matter.

Initial Business Response /* (1000, 8, 2015/12/17) */
December 17, 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 refund. We understand that this has been a tremendous inconvenience and thank them for their patience.
We credited Mr. & Mrs. [redacted]'s Synchrony Visa (ending in 2181) for $400.15 December 5, 2015 and credited their Visa (ending in 3825) for $1499.84 and $200.00 on December 5, 2015.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sleep number has issued our refund. Thank you!

Final Consumer Response /* (2000, 10, 2016/01/19) */
Sleep Number delivered my bed yesterday. No other compensation has occurred. At this time the complaint can be closed.
Sincerely,
[redacted]

Initial Business Response /* (1000, 8, 2016/01/04) */
January 4, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
Our records indicate that Mr. [redacted] purchased a Sleep Number(r) iLE Queen (dual...

air chamber) Mattress and FlexFit Plus Adjustable Base, Base Legs and Home Delivery Service at one of our retail stores on February 17, 2013. Mr. [redacted]'s mattress and adjustable base were delivered and set up on March 14, 2013.
On April 29, 2013, Mr. [redacted] called customer service and we switched him to a single air chamber and single pump at no charge.
On June 21, 2013, Mr. [redacted] called customer service and we replaced his foam Sidewalls at no charge.
On June 28, 2013, Mr. [redacted] called customer service and we replaced his Cover (entire mattress shell) and Base Pad, as well as sent our Home Delivery team out to install the new components, all at no charge.
Sleep Number does not actually have a repair service department, nor have we had one in the past. Due to the nature of our product, we do not typically send a technician to a customer's home to do troubleshooting or replace components. The limited warranty clearly states, "Customer maintains responsibility for installation of parts replaced under terms of the warranty." Since our components are lightweight, most customers do not find any difficulty in assembling, troubleshooting or replacing a component. Of course, we do understand individual situations and that not everyone can service their own bed. That's when we advise our customers to request the help of a relative, friend, or neighbor for assistance.
Mr. [redacted] explains in his complaint that he has a disability, is of proportionate size and spends more than 70% of his time in bed. While we certainly sympathize with Mr. [redacted]'s medical conditions, we do not design, manufacturer or sell medical equipment or hospital standard quality beds. While we encourage our customers to contact us with regard to any issues and are committed to maintaining the highest standards of customer satisfaction, we believe Mr. [redacted] might be best served by sleeping on a mattress and base designed for his unique medical/physical needs.
Any sliding of the mattress on the adjustable base is likely the result of dragging or pushing the cover (entire mattress shell) when entering and exiting the bed, which can tear the bottom of the cover. This condition will continue to repeat even after parts are replaced. We do not believe this complaint is a defect in materials or workmanship; it is not a warranty issue.
Mr. [redacted]'s 30-Night In-Home Trial on his mattress expired on April 14, 2013 and his adjustable base was a final sale. We're sorry, we cannot accommodate Mr. [redacted]'s request to return for refund.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with the conclusion by Sleep Comfort that they are in no way responsible for The premature degradation of their product. Please see the included photographs which depict the drastic condition of this matters. I also ask that you reference the Revdex.com complaint history of this company which clearly demonstrates prior notice of this and similar problems.
What they failed to mention is that in every phone call I explain to them that I'm in this bed for the majority of my day and that the reason for each of those calls was due to my dissatisfaction with their product. In fact the problem that I was reporting at those increments is the exact same thing that you see in the photographs after nine months. In any of those phone calls Sleep Comfort could have told me that the "condition will continue to repeat even after parts are replaced". Instead they continued to replace parts on multiple occasions (which totaled a near complete replacement). They not only didn't tell me any of this but they didn't offer to extend my in-home trial. Essentially they are saying that the mattress has been used excessively which caused The premature aging of the product Therefore one would interpret their comment as meaning the entire life has been used in the nine months that I have had the mattress. According to ConsumerReports.org, a mattress should "easily last 10 years". 10 years equates to 29,200 hours of use at eight hours per night. So using that as a reasonable lifespan expectation and a presumption of eight hours of sleep per night, plus 70% of the remaining 16 hours (19.2 hours) of the day in bed, I have used ~5,184 hours of the reasonable lifespan. Even if they say that the reasonable lifespan is five years, or you double the hours I've used the product, their defense doesn't make sense. There is no way I have used the entire (or even half) lifespan of this mattress in nine months (or ~270 nights). It is clearly evident in the photos I have attached to this reply that the condition of the product shouldn't be what it is after ~5,184 hours of use. It defies sensibility and any realistic life span expectations. I understand and accept that my intense use of the product may decrease its longevity, but one would also expect to get at least a reasonable percentage of the usable lifespan of the product. I feel I've got only a small amount of that. Who in their right mind would buy an expensive premium mattress and expect to only get 5,000 hours of service from the product.
Final Business Response /* (1000, 14, 2016/01/25) */
January 25, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
Mr. [redacted]'s complaint was discussed and resolved today on January 25, 2016, with mutual satisfaction. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Final Consumer Response /* (2000, 16, 2016/02/04) */

I am rejecting this response because: The facts stated by the merchant are not factual. We DID complain numerous times between Sept delivery and  March, in March we got the credit card company involved because the bed was still not repaired. We were not told at the store that the base was not returnable. on the form I initialed the sales person had not told us our bed frame was one that was non returnable or discontinued or whatever reason they could not take it back. We tried within the 72 hour time frame to have the bed taken back. We could not get an return authorization number. The sleep number personnel sent the WRONG legs for the bed 3 times, did not replace the air mattress or the box under the bed when they exchanged out the mattress cover, this was questioned when it happened. Sleep number customer service personnel and supervisors were the ones who drug the repair of the legs out so far. There was more than 1 problem with the bed and it is STILL not repaired. Corporate personnel were not in the store when the salesperson Nadene made the sale with us and told us things that after the fact we found out were not true.  We have gotten a different person each time we called, we were well within the 100 day period when we FIRST complained about the bed, and tried to get it returned. It was sleep number personnel who drug it out past the 100 days and then said too bad your are out of the 100 day trial and we will NOT take the bed back.

Initial Business Response /* (1000, 5, 2016/02/17) */
February 17, 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'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. The air chamber and pump were delivered today, and we are sending our Home Delivery Technicians out to install the parts. We are covering the cost of the service as a token of our apologies. We hope this helps ease some of her frustration.
Best regards,
CS Correspondence Manager
Initial Consumer Rebuttal /* (2000, 8, 2016/02/17) */
I spoke with a Supervisor from MN on Feb 15th, and she was going to keep track of an order that was placed on Jan 29th for replacement parts. On 2/17 I received a call from Sleep Number that they were sending a Technician to my home on 2/22 to see why the bed is losing air & to see if it can be fixed. I will send an update status after the technician has left & either repaired or could not repair the bed.

Initial Business Response /* (1000, 5, 2016/02/19) */
February 19, 2016
RE: Ms. [redacted]
Case # [redacted]
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
Our records indicate that Ms. [redacted] purchased a Sleep Number p5 King Mattress...

and Base on September 29, 2015. Ms. [redacted] paid for her purchase using a Visa credit card. Ms. [redacted]'s mattress and base were delivered on October 3, 2015.

On December 19, 2015 Ms. [redacted] called to exchange to a FlexTop King Mattress with a FlexTop1 Adjustable Base. The mattress and base were delivered on January 14, 2016.

On January 26, 2016 Ms. [redacted] called in to return the mattress and base and was advised she was outside of the 100 Night In Home Trial Period and that the Adjustable Base was a final sale.

Ms. [redacted] signed her Customer Order Agreement (copy available upon request), acknowledging the terms and conditions of sale were fully understood; which included the following:
"100-Night In-Home Trial Policy: Unless your purchase is otherwise excluded as specified herein, the 100-Night In-Home Trial period begins the day your new Sleep Number bed arrives at the "ship to" address listed above. If, after sleeping on your new bed for a full 30 nights, you are not completely satisfied, contact us within 100 days of delivery to arrange for its return. Exclusions: The 100-Night In-Home Trial Policy does not apply to the purchase of demo, display, refurbished or Factory Outlet warehouse closeout mattresses, bases or sets. The 100-Night In-Home Trial Policy does not apply to the purchase of Sleep Number bedding collections or to any mattresses, bases or sets received in exchange under an original 100-Night In-Home Trial purchase.
Per the above, Ms. [redacted] had a 100-Night In-Home Trial on her purchase. Within the 100 nights there is the option to return or exchange. Ms. [redacted] chose to exchange on December 19, 2015. Once exchanged, there is no option to return or exchange again as "the 100-Night In-Home Trial Policy does not apply to the purchase of Sleep Number Bedding Collections or to any mattresses, bases, or sets received in exchange under an original 100-Night In-Home Trial purchase".
Ms. [redacted] refers to not having a warranty, but she actually has a 25 year Limited Warranty on her purchase. I have also have emailed the signed Terms and Conditions of Sale to the email we have on file.

We will not be able to honor a return or exchange of the mattress and base, but are more than happy to assist with any comfort issues.
Please contact me directly if you have any questions.

Best regards,
CS Correspondence Manager
Initial Consumer Rebuttal /* (3000, 7, 2016/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response you sent to us from Select Comfort Corporation is not for us but for a different customer with a different problem?
Final Business Response /* (4000, 9, 2016/02/27) */
February 27, 2016
RE: Mr. [redacted]
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 regarding his refund. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected our standard processes. We understand that this was a tremendous inconvenience and appreciate his patience. After an exchange and return of bedding, Mr. & Mrs. [redacted] have two Pillow Protectors ($30.06) and one Queen Total Protection Mattress Pad ($165.18) for a total of $195.24.
To be clear,
$2,394.31 original purchase
$ 195.24 - merchandise kept
$2,199.07 =
$ 375.42 - check refunds
$1,823.65 = refund owed
A check for $1,823.65 will be mailed to Mr. [redacted] and delivered to the Huntingdon Lane address within the 5-7 business days. This is being personally monitored and Mr. [redacted] has a direct contact in regarding this issue.
Best regards,
CS Correspondence Manager
Final Consumer Response /* (2000, 10, 2016/02/29) */

Initial Business Response /* (1000, 5, 2015/03/25) */
March 25, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We hope Mr. and Mrs. [redacted] will accept our sincerest apologies for the...

inconveniences they experienced regarding the delivery of their bed. Mr. [redacted]'s complaint was discussed and resolved today on March 25, 2015, with mutual satisfaction.
We hope Mr. and Mrs. [redacted] are enjoying their new Sleep Number bed and wish them well.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/10/29) */
October 29, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We hope Ms. [redacted] will accept our apologies for the delay in canceling her order. ...

On October 20, 2015, Ms. [redacted]'s credit card received a full refund.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 8, 2015/10/29) */

Initial Business Response /* (1000, 11, 2016/01/21) */
January 20, 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. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their order and delivery. Their bed was delivered on December 23, 2015. We understand that this was a tremendous inconvenience and appreciate their patience. We did apply an appeasement to their Discover card as a token of our apologies.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 13, 2016/01/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Final Consumer Response /* (2000, 12, 2015/10/07) */
I received a check for $158.38 on 10/05/15. Check number [redacted] from Select Comfort that was issued 10/01/15. Thank you Revdex.com for your assistance is reconciling this issue.