Select Comfort Corporation

I am rejecting this response because:The bed was not this way when delivered.  It has gotten worse over time.  This is not a slight separation, it is to the point of being off one side of the bed at the top.  If this were normal then both sides would seemingly be separating.What I really find odd is that they "warranty" the product, yet they do not have anyone that is available to "service" the product they warranty.  You would think that when someone spends $6K on a bed, they would send someone to look at the bed instead of trying to diagnose via phone/email.  They had no issues sending someone off site to a local show to "sell" the bed to me.I operate a large home service company and could never get away with treating clients this way.

Initial Business Response /* (1000, 10, 2016/01/19) */
January 19, 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 and delivery. Mr. [redacted]'s bed was delivered on December 29, 2015. We understand that this was a tremendous inconvenience and appreciate his patience.
In regards to Mr. [redacted]'s credit card, we do not believe it was ever in jeopardy, but understand his action was out of an abundance of caution.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 12, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Others buyers have reached out to our request of interest in a class action suit against the company. they have not resolved or tried to resolve issues for anyone but instead blame their "computer system"? 3 months of problems? really? My credit card was compromised and we are having the companies procedures looked into. They lie, they are sloppy and they do not take action when they have mistreated customers. they should not be in business with this attitude. we are spreading the word and already have prevented 19 potential buyers the pain we have gone through. additionally we purchased the IQ product and have had no information sent to us in regards to it. Another $299 down the drain with this company. This was purchased at the time of the original order. Either the company takes ownership of their mistakes, or the courts will help them to take ownership.
Final Business Response /* (1000, 16, 2016/02/03) */
February 3, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
We contacted Mr. [redacted] today regarding his SleepIQ and left him a voice message regarding his registration. We previously had a different email address and have now updated it to the one he provided to the Revdex.com. We will follow up with another call to Mr. [redacted] in case he needs any assistance.
Again, we apologize to Mr. [redacted] and appreciate his patience.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 11, 2015/01/19) */
January 19, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to provide our prospective regarding the complaint of our customer, Ms. [redacted].
Mr. [redacted]'s c4 Double Mattress was picked up on September 26,...

2104. Due to human error, Ms. [redacted]'s refund was delayed. We sincerely apologize to Ms. [redacted] for the inconvenience. Ms. [redacted] will be receiving a refund check for $1608.86 by U.S. Mail within the next 7-10 business days. We're very sorry the mattress did not work out for Ms. [redacted] and wish her well.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 7, 2014/11/03) */
November 3, 2014
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 one Sleep Number(r)c4...

Queen Mattress & Modular Base ($1,699.98 + tax = $1,840.23), one Total Protection Mattress Pad ($238.14) and Home Delivery Service ($194.84) at one of our retail stores on August 31, 2014. Mr. & Mrs. [redacted]'s order totaled $2,273.21 and was paid using a Synchrony financing plan. Mr. & Mrs. [redacted]'s bed was delivered and set up on September 20, 2014.
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. Mr. [redacted] did sign and initial pertinent paragraphs on their Customer Order Agreement (copy available upon request), acknowledging the terms and conditions of sale were fully understood; which included the following:
"TERMS AND CONDITIONS OF SALE
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(r) 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(r) bedding collections or to any mattresses, bases or sets received in exchange under an original 100 Night In-Home Trial purchase.
Sleep Number(r) Bedding Collection Return/Exchange Policy: Within 30 days of receiving your Bedding Collection product, you may exchange a product for a different Bedding Collection purchase. Exchanges will only be allowed one time per item purchased. You must provide proof-of-purchase.
"Returns: No unauthorized returns are allowed. If you are returning your mattress, base or set purchase under the 30 Night In-Home Trial policy, you must contact our Customer Service Center (800-472-7185) to obtain a Return Merchandise Authorization (RMA) number before returning the bed to us. Once your authorized return has been completely received by us in a good and sanitary condition, we will reimburse the full purchase price of the items being returned less shipping or Home Delivery Service Setup fees. Refunds will be issued to the original method of payment within approximately 21 days. Unauthorized returns will be destroyed and no credit given. You are responsible for the risk of loss and for shipping fees for returning or exchanging any product. Home Delivery Return Services are available at an additional cost."
Mrs. [redacted] called our customer service on four occasions saying that Mr. [redacted] loved their bed, but she was uncomfortable. We tried to customize the mattress to help her get comfortable without any success. Mrs. [redacted] called on October 20, 2014, requesting to return their mattress and base. The Customer Service Representative provided her with the three different return shipping options and Mrs. [redacted] chose the Home Delivery Return Service.
The cost of the initial UPS Shipping or Home Delivery & Set-up Service is non-refundable. Home Delivery Return Service (disassembly, packaging, shipping and insurance) at $199.99, is not a complimentary service. We're sorry, we have an obligation of fairness to maintain for all of our customers and we cannot accommodate Mr. & Mrs. [redacted]'s request for free Home Delivery Services.
Mr. & Mrs. [redacted]'s Sleep Number(r) c4 Queen Mattress & Modular Base were picked up on November 1, 2014 and their Synchrony account credited for $1,640.24. We're sorry the bed did not work out for Mr. & Mrs. [redacted] and wish them well.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 9, 2014/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Reply to Company's Response:
It is interesting that the company states that its "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 its products." They clearly did not in our case. Although the company represents that its intention is that its customers be provided with the information necessary for them to make a fully informed decision, my husband and I clearly were not provided with a full disclosure of the company's guarantee which would have enabled us to make a fully informed decision. Had my husband and I known that in order to avail ourselves of the 100 Night In-Home guarantee, we would have to pay to return the bed, we most likely would not have purchased the bed the same day. In fact, we went into the store to inquire about the beds and had not intended to purchase a bed that same day. We were sold a bed, in large part, because of the guarantee/promise that we could return the bed at any time within 100 days. Period.
The company also responds that its Exchange and Return Policy and 25-Year Limited Warranty are available on the web site, that the Terms and Conditions of Sale are displayed in their stores at each cash register, and that the return policy is printed on all printed sales literature advertising the respective products. While it is nice to know where one can locate this information after one purchases their product, at no time did the company discuss its Exchange and Return Policy or point out where a copy of this Policy could be viewed or obtained prior to selling us its product. Instead, the company engaged in false, misleading and deceptive acts and practices by going to great lengths to make us aware of its 100 Night In-Home guarantee, although this too is found in its Terms and Conditions of Sale, without making any mention that in order to benefit from this guarantee, we would be required to pay for the cost of returning the bed. In failing to fully disclose the cost associated with its guarantee, the company caused confusion and misunderstanding as to its guarantee, and represented that its goods or services had benefits that they did not have.

If the company is truly sincere in its representation that it expects its sales people to provide customers with all the information necessary to make a fully informed decision, then the company should tell its customers outright that they have 100 days to return the bed and that they will have to pay to have the bed returned. The company deliberately chose not to fully disclose the terms of its guarantee, implicitly representing that there were no limitations and thereby engaging in false, misleading and deceptive practices. Presently, we are being charged $394.83 for the delivery and return of a bed that we purchased with the understand that we could return it within 100 days for any reason without any further obligation on our part. This understanding was based on representations, both implicit and explicit, that were made to us on August 31, 2014.

January 10, 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.  All calls into and out of our Customer Service Center are recorded.  When Mr. [redacted] called us to order the parts, there was no mention of the interest rate of the Synchrony Financing.  Again, when he purchased the cover and toppers for his bed, all Mr. [redacted] asked was if he would be billed all at once, would he get terms or did he need to speak with Synchrony.  Our Customer Service Representative explained he would need to speak with Synchrony about the terms and gave Mr. [redacted] the phone number to reach them.  Mr. [redacted] ended the call by telling our CSR “You’ve been great!”   In his rebuttal, Mr. [redacted] questioned who would pay 29.99% when he could have purchased a bed with no interest.  Mr. [redacted] did not contact us to purchase a bed.  He contacted us to purchase component parts for his bed.  Most retail issued credit cards on the market offer a 29.99% interest rate.    We’re sorry, but we cannot honor Mr. [redacted]’s request to give him promotional financing terms on his recent order.  These are the terms of and conditions of the financing for which he applied and the paperwork stating this was sent to him after the purchase of the bed.   Mr. [redacted] can certainly try to take this up with Synchrony should he wish, but Select Comfort can do nothing about this.   Best regards, Customer Advocacy Escalation Consultant

October 3, 2016Revdex.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, Mr. [redacted]. Our records indicate that Mr. Mr.[redacted]...

purchased a Sleep Number® c4 Queen Mattress w/SIQ, two pillows and an InBalance Layer on June 18, 2016.  The order was paid for using a Synchrony Finance account.   On June 20, 2016 Mrs. [redacted] called our Customer Service Center (CSC) wanting to upgrade to the p5 model but only qualified for $3000 through Synchrony Financial and that was not enough for the upgrade to be completely on the financing.  Our representative cancelled the accessory items off of the original order and reordered them using Mr. [redacted]s MasterCard and processed the exchange to the p5 on the Synchrony Financing.   Our representative scheduled delivery of the p5 for July 2, 2016.   Mrs. [redacted] called our CSC on July 19, 2016 to return the SIQ.  On the phone call she stated they love the bed and think it’s a brilliant idea but they just don’t use it.  Our representatiave tried walking Mrs. [redacted] through the removal of the SIQ but Mrs. [redacted] said she was unable to do so due to being pregnant.  Our representative set up the return and emailed the removal instructions so Mr. [redacted] could remove the part.  Our representative told Mrs. [redacted] the refund would be $299.99+ tax and that she would email a return label to use to return the part.  At 10 minutes and 13 seconds into the call our representative explained that $322.48 would refund to her Synchrony account.   On August 17, 2016 Mrs. [redacted] called our CSC to check on the status of the return and we apologize that our representative erroneously told her it would be refunding via a check. The refund had actually credited back to the Synchrony financing on July 20, 2016 as two credits in the amounts of $258.03 and $64.45.  Mr. and Mrs. [redacted] should be able to see this entry on their Synchrony statement and can reach Synchrony at ###-###-#### to verify the entries.  Mrs. [redacted] called our CSC three times on September 19, 2016 and twice on September 28, 2016 to check the status of her refund and each time was again told that the refund processed in two credits back to her Synchrony account.   We have never received a dispute from Synchrony for any “fraudulent charges” on Mr. and Mrs. [redacted]’s account.  We believe the two entries Mr. and Mrs. [redacted] were seeing on their financing account were the credits ($258.03 and $64.45) for the return of the SIQ.  Synchrony Financial and Sleep Number are two separate entities and as such we cannot share information about our customers due to privacy laws.  We urge Mr. and Mrs. [redacted] to reach out to Synchrony with any questions regarding their financing account.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2015/12/07) */
December 7, 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 experienced...

in reaching out to our customer service and for the delay in the delivery of their replacement air chambers set. This is not our normal mode of operation. We recently implemented a complete computer systems conversion, which affected their order.
We are shipping Mr. & Mrs. [redacted] a set of refurbished air chambers via UPS Next Day Air. The set will ship out today or tomorrow. We truly appreciate their patience.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/11/19) */
November 19, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she experienced in reaching...

out to our customer service team. We understand that this has been an inconvenience and appreciate her patience.
Ms. [redacted]'s new remote shipped this morning via UPS. Please contact me directly if you have any questions.
Best regards,
Mary [redacted]
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/11/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I am happy to hear they are sending us our remote, I am still very displeased with their customer service. This is ridiculous that it took this long to get a remote that should have been on its way a month ago. The time frame is totally unacceptable for something they should have in stock anyway given the number of people who have sleep number beds. As a business, you have to know that some remote controls will go out or be faulty. Therefore, they should be prepared. We are still requesting that we be reimbursed. If not all at least 50% of what we paid for our C2 bed. Thank you!

Initial Business Response /* (1000, 5, 2016/03/09) */
March 9, 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, Mr. [redacted].
Our records...

indicate that Mr. [redacted] purchased a p5 w/SIQ, a FlexFit3 Adjustable Base, and bedding accessories on 3/30/2015. The bed was delivered on April 8, 2015.
Mr. [redacted] claims to have called our Customer Service Center on numerous occasions, actually stating that he spent over 80 hours on the phone with us last week. All of the calls into our Customer Service Center are recorded. We searched our records back to Mr. [redacted]'s date of purchase, and found only two calls had come in. One was in April of 2015, the other in June of 2015. Neither call mentioned an issue with the mattress sliding. There were three numbers associated with his file, and we checked them all. The two calls came from a number other than the number listed on the complaint. On the most recent call to the Call Center, June 12, 2015, he stated he had issues with a delay on the movement of the Adjustable Base. He was not at home to do the troubleshooting and said he would call back in a week. That was the last we've heard from Mr. [redacted] until he called the store he purchased from on or about 2/27/2016.
Mr. [redacted] spoke with the Sales Professional at the store and was very upset and claiming he had called our Customer Service Center on numerous occasions and we were not resolving his issue. The Sales Professional emailed our Customer Service Center with Mr. [redacted]'s story and we promptly called out to work towards resolution. Our technicians are going to his home on 3/12/16 to inspect the bed so we can resolve the issue.
Per the Sales Professional, when Mr. [redacted] called in he was quite upset and used profanity. The Sales Professional went on to say this was the first contact the store had with Mr. [redacted] in regards to the current situation.
Once we have inspected the bed, we will replace any defective parts under Mr. [redacted]'s Limited Warranty.
We will not accommodate Mr. [redacted]'s request for 50% off of his order as this is the first we are hearing of the issue and we responded as soon as it was brought to our attention on February 27, 2016.
Best regards,
CS Correspondence Manager
Initial Consumer Rebuttal /* (3000, 7, 2016/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called a few times and they can say I never called because seems they DO NOT follow throw as they said they also never said the store had to e mail them a few times because SLEEP NUMBER does not replied to me and I also called then @ the store and been to the store. I also called and I told the sales person about how my sales person left the store shortly after I bought my bed yet they say I never called them yet I have and I been to the store and yet I get a run around from then time and time again. I have 2 roommates that have been to the store telling them my issues and I get I need to call customer service a call , yet they have not contacted me back. NOTE they also said I called and had issues with my bed and they they say I would call back . I have called back many times and I'm told they would call me back yet never called back . NOTE they also said they knew I had issues with my bed but did NOTTING ! and one more thing YES I was pissed off. and was using profanity. YEs I did. I am tired of giving me a run around ! I am sure if you get treated as such as SLEEP NUMBER has treated me you would be pissed off as well.. why does a SALES person have to e mail SLEEP # a few times with in a few weeks because SLEEP NUMBER DOES NOT contact me ? and they have a lot of EXCUSES and yet does notting to resolved this.. NOTE I also ASKED them for AM SERVICE and yet then again they will always do what they want because they can say order what ever they wanna do. NOTE I have a 25 year warranty.I am sure they will NOT STAND behind this either.. NOTE this is been going on a year and I have not had this bed a full year and yet they come up with EXCUSES. POOR CUSTOMER SERVICE .. NOR they follow up on bad service as they noted they knew I has issues with my bed and did notting !!! nor did follow up as I have called them time and time again. the 80 hours are from calling and trying to contact them over and over again plus driving to the store. and seems like they have a turn over in sales people. I don't understand why they wouldn't try working with my problems ion my bed. and if the mattress needs to be replaces or what ever the issues with is sliding back and the bed does not move in up right or down , like it should and it does not read its info on line( internet ) as they claim it does doesn't work very well either .. So if Sleep Number can say what ever they like because they think they can treat people this way and try to get away with this to customers this is unacceptable with me. . you think calling and trying to talk to service and they will contact you back never does. or driving to the store doesn't time time then I don't know what you would call it trying to get your bed fixed working as it should be.. I would if I stand out side there store telling others how my service was and how I was treated. I wonder what customers think of how I was treated. or show them these e mails SLEEP NUMBER KNOW I HAD ISSES and NEVER FOLLOWED BACK as they once said they knew I had some issues. PLEASE ANSWER that ? you can't why because CUSTOMERS are just a NUMBER and they have your money they don't care about you any more ! this is how I feel and how I been treated !!
Final Consumer Response /* (3000, 15, 2016/03/16) */
[redacted]Document Attached[redacted]
I am so upset, this bed still slides, I feel either they can give my full refund back or 50% of the beds cost back because I am STILL having issues with this bed slide back. the service guys saw it still moves. I asked what will stop this issues , Service guys. to fix my bed. they said ( A RETAINER BAR for a QUEEN FLEX FIT bed. this would stop the siding back. I asked the guys to note that in the service. I feel they should fix this no cost to me and if they don't wanna take care of this refund or 50% of the cost of this bed. I don't think asking to fix this bed from sliding back 6" passed the frame is not to much to ask fix it if this RETAINER BAR for a Queen FLEXFIT bed fixes t his bend then I be happy I think they would wanna take care of there customers. senses they got my money I feel they don't care. for all my problems I think they would make it right and offer some thing for all my issues..[redacted] is my phone # and I would like to note they seem to have new sales people in there store a lot my sales person doesn't even work in that store any more either. Funny how you are told they will contact you back but they do not follow through with what they tell you. I had to have a sales person contact the service Department because they don't follow through with me . I am now noting all this names and problems I have so when Sleep Number says any time any more ill have names.. Yes I am very upset still my bed till SLIDES BACK. this RETAINER BAR for a QUEEN FLEXFIT is needs and I should be getting that free. when I am told this mattress will not move back witch is my big problem sliding backwards.. this service and RETAINER BAR and then coming out should be all free because I am told then buying this it would not slide and I been dealing with this non stop. NOTE the service guys knows this still slides back and told me this would help it from sliding back. so either fix this bed or give me a full refund or -50% off on this bed ! one of the three is not asking to much. I should not have any cost to me because spending 5500.00 on a bed and told I wont have any issues. NOTE it be nice to be able to have a good nice sleep with out this bed sliding back and I lose my sleep because this mattress slides 6" and my pillow falls forward because this mattress slides backwards.. so I am very upset.
Final Business Response /* (4000, 17, 2016/03/18) */
March 18, 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].
Again, our technicians were out to Mr. [redacted]'s home on March 12, 2016 to check the mattress to see if anything needed replacing. The technician called our call center while at the home and there was no mention of anything needing to be replaced or ordered.
We have no records of any issues with Mr. [redacted]'s Sleep Number Bed purchased March 30, 2016 until it was brought to our attention February 27th, 2016. As soon as we heard of it, we set out to resolve it for him.
In the spirit of good customer service, we are sending Mr. [redacted] a retainer bar at no cost. This will include installation instructions. Should he need our technicians to come out and install, he would be responsible for that fee. Home Delivery visits are not a complimentary service. We already made an exception to cover the costs of his last service call.
Should Mr. [redacted] have any questions or concerns, we encourage him to reach out to our Customer Service Center at [redacted] for assistance.
Best regards,
CS Correspondence Manager

Initial Business Response /* (1000, 11, 2016/01/26) */
January 26, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted]on behalf of Ms. [redacted].
Ms. [redacted] purchased a Sleep Number iLE Queen Mattress...

(with Sleep IQ), a Queen Modular Base ($2,785.14 with tax included), bedding items totaling $432.96 (with tax included) and complimentary Home Delivery Service & Set-up. Ms. [redacted] & Mr. [redacted] elected to return their mattress and base using Home Delivery Return Service for $179.99 + tax = 189.17 (deducted from refund). Ms. [redacted] & Mr. [redacted]'s mattress and base were picked up on January 16, 2016 and Ms. [redacted]'s MasterCard was credited $2,595.97. We're sorry the bed did not work out for Ms. [redacted] & Mr. [redacted] and wish them well.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 13, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The response is accurate. I want to say that the return process was not as bad as all the horror stories I read. I only waited on hold for 15 minutes and the entire return process took about 45 minutes. I still feel the bed should have been returned for free, however I accept the outcome and consider this case closed.

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, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he experienced in reaching out...

to our company regarding his order and delivery. We understand that this has been a tremendous inconvenience and regret that we have lost his business due to our company-wide computer conversion.
Mr. [redacted]'s American Express was credited in full for $1,609.11, 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.)
our money was refunded

Initial Business Response /* (1000, 8, 2016/01/26) */
January 26, 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 trial return. We understand that this was a tremendous inconvenience and appreciate her patience.
Our records indicate that Ms. [redacted] purchased a Sleep Number(r) I8 Queen (dual air chamber) Mattress and FlexFit 3 Adjustable Base, some bedding items, and Home Delivery Service at one of our retail stores on December 1, 2015. Ms. [redacted]' mattress and adjustable base were delivered and set up on December 10, 2015.
On December 14, 2015 Ms. [redacted] emailed customer service and we appeased a 9" adjustable base leg kit and Home Delivery installation at no charge. We also applied an appeasement back to Ms. [redacted]' Synchrony financing account.
On January 4, 2016 we ordered a retainer bar, at no charge, for Ms. [redacted]' adjustable base.
On January 4, 2016 we set up a trial return on Ms. [redacted]' mattress. She chose to pay for our Home Delivery service to remove and return her mattress. Ms. [redacted]' I8 Queen Mattress was picked up on January 20, 2016 and on January 22, 2016 we refunded Ms. [redacted]' Synchrony account and MasterCard.
The FlexFit 3 Adjustable Base was a final sale. We're sorry, we cannot accommodate Ms. [redacted]' request to return the adjustable base for a refund.
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 have not received the entire refund - they refunded Synchrony - Not the MasterCard. Additionally, they did not send me any refund receipt information so I can contact my bank in the case it does not show up in my account. Also, without the refund information I have no idea how much they have refunded me. And it appears as though whatever "appeasement" they applied to the Synchrony account - they took away as the balance was adjusted.
Please note they charged me for a "warranty" at least that is what I was told it was for. Reality they charge ~$200 for a plastic mattress cover that did not truly extend the warranty. They have no intention of refunding the money for that. Of course had this been in stock at the store and/or they had been honest I would have never paid that amount for a plastic mattress cover. The price is outrageous - you can buy them for $30-$80. The entire experience has not been good. When contacting their support I had to invest hours of time to get through - their Manager Tanisha was extremely rude and lied to me when I spoke with her. She told me if I so much as touched the mattress to remove it the "warranty" would be expired and they would not take it away. I found out later she could have walked me through removing the mattress myself and set it aside for pick up. Frankly I can go on and on about horrible the experience was - I believe all parties get the point.
At this point I am waiting for my full refund and a refund receipt from this company.

Initial Business Response /* (1000, 8, 2014/12/23) */
December 23, 2014
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 on December 7, 2014, with mutual...

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

Initial Business Response /* (1000, 5, 2015/01/14) */
January 14, 2015
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to outline our perspective regarding the complaint of our [redacted], Mrs. [redacted].
Our records indicate that Mr. [redacted] purchased one Sleep...

Number(r) i8 King Mattress with Modular Base, one Down Pillow, one Memory Fiber Curved Support Pillow and Home Delivery [redacted] & Set-up at one of our retail stores on March 28, 2014. Mr. & Mrs. [redacted]'s order totaled $4,459.05 and was paid using GE/Synchrony financing plan. Mrs. [redacted]'s bed was delivered on April 4, 2014, but she instructed the technicians to not set up the bed. Mrs. [redacted] then called [redacted] on [redacted] 5th, requesting the techs come back to assemble the bed for her. She said she wanted to air out the bed for a while prior to set up. The technicians set up Mr. & Mrs. [redacted]'s bed on [redacted] 15, 2014.
At the time of purchase, all customers are required to sign their [redacted] Order Agreement. Mr. [redacted] did sign their [redacted] Order (available upon request) acknowledging that he fully understood the terms and conditions of sale, which included:
"TERMS AND CONDITIONS OF SALE
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(r) 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(r) bedding collections or to any mattresses, bases or sets received in exchange under an original 100-Night In-Home Trial purchase.
Mr. & Mrs. [redacted]'s 100-Night In-Home Trial technically expired on July 13, 2014, and even if we considered that the bed was set up on [redacted] 15th, it would have still expired on August 23, 2014.
The only other call we received from Mrs. [redacted], was on December 1, 2014. Mrs. [redacted] called [redacted] wanting to return their bed for refund. The [redacted] Representative explained their 100-Night In-Home Trial had long expired. Mrs. [redacted] then spoke to a Supervisor who reiterated that we cannot make an exception so long after trial expiration. Mrs. [redacted] said she was allergic to a certain type of foam and knew that she had this allergy at the time they purchased. There is nothing toxic in the bed. The PlushFit foam in the i8 is also known as "Flexible Polyurethane foam", which could only be toxic if you ate it (tested in mice). We do understand that some people have a hyper-sensitivity to the off-gassing that occurs in many foam products (an example is "that new car smell") and we would have provided Mrs. [redacted] the opportunity to return it had she contacted us during the trial period.
We're sorry that Mrs. [redacted] has had issues with her allergies and her bed, but we cannot authorize a return or exchange outside of the 100-Night In-Home Trial period. We have an obligation of fairness to maintain for all customers and we cannot make this request an exception.
Please contact me if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company stated here that I knew I had an allergy. I told them I had an allergy to Memory Foam. I was specifically told this was not Memory Foam. So, to say I purchased it knowing I was allergic is wrong. Your company has a commitment to providing a good night's sleep and is touts this every commercial and even your CEO states her passion [redacted] to improving the quality of sleep for the [redacted]. I submit to you that I tried for months, in good faith, to make this bed work for me. Buying covers and trying to give it time to air out. The foam has been removed and now the rubber air chambers are just as toxic. I am not the super sensitive one either since my child and husband cannot tolerate this bed's smell either. We all wake up with sore throats. Whether you consider it toxic is beside the point. RJ Reynolds believed their cigarettes to be harmless too. Imagine needing to rest and relax at night and having no bed to go to. Imagine being sick with the flu and having no bed to go to. Imagine everynight having to displace a child out of their bed or using the couch to sleep on. Now imagine doing that while teenage sons are up late with their friends while you try to make the family room your bedroom every night. Now imagine this going on since April and it's now January. Now think of the hardship this bed has caused me and try to stand behind some flimsy excuse when YOU are COMMITED to my good night's sleep. You are a large company and this could be considered well within the one year defect warranty because you sold me a bed that has a defective amount of smell. I implore you to do the right thing by me. I [redacted] not be paying the final balance on my Synchrony account. I [redacted] be issuing a law suit against you.

Initial Business Response /* (1000, 8, 2016/02/02) */
February 2, 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) i8, King, Mattress was delivered January 4, 2016. We have reimbursed her American Express and appeased a New SmartSkirt, Sand, King as a token of our apologies. We hope this helps ease some of her frustration.
Best regards,

CS Correspondence Specialist

Initial Business Response /* (1000, 12, 2016/01/21) */
January 21, 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 have experienced...

in reaching out to our company regarding their return. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their return mattress order and Home Delivery Return Service.
We have set up an additional return for their adjustable base that will be picked-up along with their mattress. Two refunds checks: $786.59 and $1,857.74, will be mailed in 7-10 business days following receipt. I have requested our Home Delivery Return Scheduler to call them within the next few days to arrange a convenient date and time for the pick-up.
We're sorry the bed has not worked out for Mr. & Mrs. [redacted]. We understand that this was a tremendous inconvenience and appreciate their patience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 14, 2016/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

June 19, 2017   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, Mr. [redacted].   Mr....

[redacted] purchased a King c4 Mattress, Modular Base and an InBalance Layer on May 22, 2017.  At that time we were having a fulfillment issue with one of the components of the bed and had longer than normal lead times.  This is definitely not the norm and has affected numerous customers.  We were unable to expedite the order based on missing product.  We’re sorry if the notification of extended lead times was not conveyed at the time of purchase.   In looking at Mr. [redacted]’s file the bed has shipped and he should have received an email confirmation of this with the UPS tracking numbers.  He can certainly reach out to our Customer Service Center if he does not have the tracking numbers.  Per UPS, the last location of the bed was Sharonville OH as of 2:49 PM today, June 19, 2016. We’re truly sorry for the delay and are confident Mr. [redacted] will be sleeping well soon.   Best regards, Customer Advocacy Escalation Consultant

RE:        Mr. [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted]. Our records show Mr. [redacted] purchased a Queen p5 Mattress and Base set and a Queen Total Protection...

Mattress Pad on February 13, 2016.  The mattress pad shipped to Mr. [redacted] via UPS and the bed set was delivered by our Home Delivery Team on March 1, 2016. Our delivery truck was too full to take the old mattress away and Mr. [redacted] was asked to schedule a pick up date.  Mr. and Mrs. [redacted] are asking to have their home delivery fee refunded due to this and they state the footboard was damaged at delivery.  They also claim to have told us about this and state we never reached out to resolve. All calls in and out of our Customer Service Department are recorded.  The [redacted]’s have two numbers on file.  We listened to all calls incoming from and out to each number. On March 2, 2016 our Home Delivery Scheduler called Mr. [redacted] and the pick-up of the mattress was scheduled for March 11, 2016. Mr. [redacted] offered to leave the mattress outside due to meetings he and his wife had that day. There was no mention of any damage.  On March 10, 2016 Mrs. [redacted] called our Home Delivery Department and wanted a narrower timeframe window.  Again, there was no mention of any damage. Perhaps Mr. or Mrs. [redacted] called from one of our stores or from a number we don’t have on file.  We recommend they call into our Customer Service at ###-###-#### to start the investigation of the alleged damage claim. The cost of the Home Delivery Service is non-refundable. We will not accommodate Mr. [redacted]’s request to refund his Home Delivery. The service was provided for Mr. and Mrs. [redacted].  Compensation for the damage will depend on the outcome of the investigation into the matter. Best regards,      CS Correspondence Manager [redacted]

March 15, 2016
Select Comfort Customer # [redacted]
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].
We're sorry for the delays...

Mr. [redacted] has experienced in regards to his recent Sleep Number purchase. This is not our normal mode of operation. We understand that this was a tremendous inconvenience and appreciate his patience.
Mr. [redacted] ordered a Split King iLE Mattress w/SIQ and a FlexFit3 Adjustable Base on February 13, 2016. He order was delivered on March 1, 2016. Upon delivery it was discovered the Firmness Control System was not working properly and the installation technician called our Customer Service Center to place a replacement order. The order was placed UPS Ground, and for that we apologize. It should have been expedited. The Firmness Control System was delivered on March 10, 2016.
Mr. [redacted] chatted in the following day to troubleshoot the error code he was receiving. This is something we can walk him through via chat or by calling the Customer Service Center. He was having trouble so the Chat Representative emailed the troubleshooting instructions to Mr. [redacted]. Our installation technicians are scheduled to go out to the home to install the new system on March 24, 2016. We understand the appointment is further out than Mr. [redacted] would like and encourage him to reach out to our Customer Service Center for faster resolution.
In regards to the return of the FlexFit3, the information is correct. The adjustable bases are final sale items per the Terms and Conditions of Sale. Since Mr. [redacted] questioned the trial period, we would be more than happy to start his trial once the Firmness Control System issue has been corrected versus the delivery date.
Again, we truly apologize to Mr. [redacted] for the delay in resolution.
Please contact me directly if you have any questions.
Best regards,
CS Correspondence Manager

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, Ms. [redacted].
We credited Ms. [redacted]'s credit card for $131.09 twice - one for each set of Legs...

for a total of $262.18 on October 22, 2015. Ms. [redacted] was not charged for return shipping labels. We sincerely apologize for the delay in processing Ms. [redacted]'s refund.
Ms. [redacted]'s complaint regarding her mattress topper pad is confusing since the mattress model she has is the c2 and it does not have a foam topper pad in the design. We ask that she call us at [redacted] to clarify.
We apologize to Ms. [redacted] for the delays she is experiencing in reaching out to our customer service team. We understand that this is an inconvenience and appreciate her patience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/11/04) */