Select Comfort Corporation

Initial Business Response /* (1000, 5, 2015/01/20) */
January 20,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr& Mrs***
Mr***'s complaint was discussed and resolved this morning on January
20, 2015, with mutual satisfactionWe sincerely apologize to Mr& Mrs*** for any inconvenience
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2014/10/15) */
October 15,
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr& Mrs***
Our records indicate that Mr& Mrs*** purchased a Sleep Number(r) p
(with SleepIQ) King Mattress, a King FlexFitTM Adjustable Base, a Total Protection Mattress Pad, two CoolFit Contour Pillows and Home Delivery Service (complimentary delivery & set up) at one of our retail stores on September 13, Mr& Mrs*** paid $6,using a Synchrony financing plan and their mattress and adjustable base were delivered on September 22,
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 productsOur 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 productsAll 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 purchaseMr*** did sign their Customer Order Agreement (copy available upon request), acknowledging the terms and conditions of sale were fully understood; which included the following:
Adjustable Bases: The FlexFitTM 1, FlexFitTM 2, and FlexFitTM Adjustable Bases are not covered under the Sleep Number(r) Night In-Home Trial policyAll sales of FlexFitTM 1, FlexFitTM 2, and FlexFitTM adjustable bases and/or, Surround Silhouettes are finalNo returns or exchanges will be authorized or accepted."
On September 24, 2014, Mrs*** called our customer service requesting authorization to return both their mattress and adjustable baseMrs*** was reminded that their adjustable base is a non-returnable item, but that she could return their mattress within the Night In-Home Trial, just before she was transferred to the Returns DepartmentInstead of returning for refund, Mrs*** agreed to try a softer 3-inch, 7-zone topper pad, which was shipped at no charge to in an attempt to customize their comfort
On October 3, 2014, Mrs*** called customer service requesting authorization to return their mattress and adjustable base for refund and Mrs*** claimed that she was unaware that the adjustable base is a non-returnable productA Return Merchandise Authorization number was set up for Mrs*** to return their mattress and of the three return options, Mrs*** chose Home Delivery Return Service - Home Delivery Technicians come to your home, disassemble the mattress and/or foundation, package, insure and return ship it to Select Comfort - $The cost for this service is deducted from your refund
While we regret that Mr& Mrs*** do not find their pKing Mattress to their liking, their adjustable base is not defective in materials or workmanshipThe adjustable base functions as intended and according to Mrs***'s calls, is free from defectDue to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM Adjustable BasesThere are hundreds of adjustable friendly mattress designs availableAs long as an innerspring does not have a border rod in it and is 10-inches in profile, it will work just fineAll memory foam mattresses that are up to inches in profile are compatible as well
We're sorry, we cannot accommodate Mr& Mrs***'s request to authorize a return of their King FlexFitTM Adjustable BaseUpon receipt of their Sleep Number(r) pKing Mattress, their Synchrony account will be credited for $3,
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2014/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I disagree with the legal correspondence analyst response in regards to the actions of the sleep number sales professionalsI once again emphatically deny that the sales professional fully explained that the base was not refundable! Once again, my husband and I were explained the terms as far as the month interest free financing and the fact we had night in home trial policyMy husband did sign the customer order agreement however, the terms of the sale are on the back side of the agreementI am in sales myself and 0ur documents consist of several pages printed on the front side only and I thoroughly go over the contract with the buyerThere are no underlying conditions that are not made clear to my clientsI also deny the fact that I was told with my first call to the sleep number customer service representative that the base was non refundableShe did tell me that they liked their customers to try the bed for at least daysShe put me through to another sales person that convinced me to try a different topper padI do agree that the terms and conditions are spelled out in writing on the back side of the agreement and that if a customer took time to read all the documentation they would realize that the bed is just that, the mattress and that if they want to purchase a base that is a separate deal BUT it is not presented that way by sleep number reps or at least by the sales professional I purchased fromI only looked at the back side of the document when I spoke with the last customer rep and was told the base was non returnableI am very disappointed in this company and the way they do business and would never recommend them to anyoneI believe in sales, the professionals need to spell out clearly the terms and not misled a customer in thinking something is returnable when it is notI will say again, Who in their right mind would purchase a $3,item like the base without first trying the mattress out to see if it would work for themI am still requesting that the bed and base be returned with a full refund minis the pad and pillows and the payment of $to pick up and returnThank you
Final Business Response /* (4000, 13, 2014/10/29) */
October 29,
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr& Mrs***
The Sales Professional who assisted Mr& Mrs*** contends that he remembers them well, he spent four hours with them going over the bed models and says that he told them at least twice, that the adjustable base was non-returnable
I reviewed the call Mrs*** made to customer service on September 24, 2014, and the customer service representative did in fact state, "The adjustable base is considered a final sale", before transferring Mrs*** to the Returns representativeMrs*** replied, "I'm sorry, there's a girl in my office that loves it...."
There are hundreds of adjustable friendly mattress designs availableAs long as an innerspring does not have a border rod in it and is 10-inches in profile, it will work just fineAll memory foam mattresses that are up to inches in profile are compatible as well
Again, we're sorry, we cannot accommodate Mr& Mrs***'s request to authorize a return of their King FlexFitTM Adjustable BaseUpon receipt of their Sleep Number(r) pKing Mattress, their Synchrony account will be credited for $3,If there is anything we can do to customize their mattress to try to make them more comfortable, we would welcome the opportunityOur customer service number is XXX-XXX-XXXX
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2014/12/05) */
December 5,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
Mr***'s complaint has been discussed and resolvedOne last credit for
$will be applied to Mr***'s Synchrony Financial account tonight at midnightWe sincerely apologize to Mr& Mrs*** for the delay and any inconvenience
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Consumer Response /* (3000, 14, 2014/12/18) */
***,
We are not happy with the resolution from sleep numberWE also tried to return the mattress cover and sheets and were told they are not returnableWe have had a run around with the Manger at Manchester NH store regarding that fact that we need to contact the credit card company and the credit card company tells us to go back to the storeWe have had more aggrevation and agitation due to this misrepresentation of the day free trial and it is totally wrongWe want The SLEEP NUMBER COMPANY to credit our complete account owning them nothingWe do not feel paying for a restocking Fee which was never stated to us at the beginning and a pick up fee since we were not happy within the day free trialIt is our estimation that SLEEP NUMBER COMPANY SHOULD CREDIT THIS ACCOUNT FULLY TO MAKE AMENDS FOR ALL THE HASSLE AND MISREPRESENTATION OF THEIR COMPANY AND POLICY OF A FREE DAY FREE TRIAL WITH NO OBLIGATIONS,
SINCERELY
** ***
Business Response /* (4000, 17, 2015/01/19) */
December 5,
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr***
Mr***'s complaint was discussed, agreed upon and resolved on November 20, The last credit for $settled on Mr***'s Synchrony Financial account on December 6, Again, we apologize to Mr& Mrs*** for the refund delayWe will not be applying any additional refunds to Mr***'s Synchrony Financial accountWe're sorry the bed did not work out for Mr& Mrs*** and wish them well
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/02/02) */
February 2,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
Our records indicate that Ms*** purchased a Sleep Number(r) cKing Mattress,
a King FlexFitTM Adjustable Base and Home Delivery Service (complimentary delivery & set up) at one of our retail stores on January 10, Ms*** paid $3,for her purchase using a Synchrony financing planMs***'s mattress and adjustable base were delivered on January 23,
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 productsOur 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 productsAll 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 purchaseThe Sales Professional did highlight the pertinent disclaimers/paragraphs indicating that this policy was specifically pointed out and discussed with Ms*** at the time of purchaseMs*** did sign her Customer Order Agreement (copy available upon request), acknowledging the terms and conditions of sale were fully understood; which included the following:
Adjustable Bases: The FlexFitTM 1, FlexFitTM 2, and FlexFitTM Adjustable Bases are not covered under the Sleep Number(r) Night In-Home Trial policyAll sales of FlexFitTM 1, FlexFitTM 2, and FlexFitTM adjustable bases and/or, Surround Silhouettes are finalNo returns or exchanges will be authorized or accepted."
On January 28, 2015, Ms*** called our customer service requesting authorization to return both her mattress and adjustable baseMs*** was reminded that her adjustable base is a non-returnable item, but that she could return her cKing Mattress within the Night In-Home TrialMs*** spoke to a Supervisor who agreed to take a return of the mattress and adjustable base on the condition that a restocking fee would be forfeited on the refund of the adjustable base, and Ms*** pay the Home Delivery Return Service of $Ms*** agreed
While we regret that Ms*** did not find her cKing Mattress to her liking, her adjustable base is not defective in materials or workmanshipThe adjustable base functions as intended and according to Ms***'s calls, is free from defectDue to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM Adjustable BasesThere are hundreds of adjustable friendly mattress designs availableAs long as an innerspring does not have a border rod in it and is 10-inches in profile, it will work just fineAll memory foam mattresses that are up to inches in profile height are compatible as well
Ms***'s cKing Mattress and King FlexFitTM Adjustable Base is scheduled to be picked up on February 3, Once received, Ms***'s Synchrony account will be credited for $3,As an exception, we are accepting a return on a non-returnable product and cannot authorize the return of Ms***'s King FlexFitTM Adjustable Base without a restocking feeIf there is anything we can do to help Ms*** keep her mattress and/or adjustable base, we are here to assistMs*** can call us at *** with any questions
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2014/12/03) */
December 3,
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
Mr*** *** complaint was discussed and resolved on December 3, 2014,
with mutual satisfactionWe apologize to Mr*** for any inconvenience
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 6, 2015/05/12) */
May 12,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
Ms***'s complaint was discussed and resolved on May 11, 2015, with mutual
satisfactionWe apologize to Ms*** for any inconvenience
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 10, 2015/03/17) */
March 17,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
I spoke to Mr*** today regarding the issues involving their bed deliveryWe
have credited Mr***'s Visa for the delivery charge as a token of our sincerest apologiesWe hope that Mr& Mrs*** 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, 2015/03/13) */
March 13,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
Our records indicate that Mr*** purchased a Sleep Number(r) iSplit King
Mattress (with SleepIQ), a Split King FlexFitTM Adjustable Base, a Total Protection Mattress Pad, a Smart Classic (Wheat) Sheets Set, two Cool-Fit Pillows, two In-Balance Pillow Protectors and Home Delivery Service (complimentary delivery & set up) at one of our retail stores on January 18, Mr***'s order totaled $9,and he paid $9,using Synchrony financing plan and the balance of $was paid with a promotional Marketing CertificateMr***'s mattress and adjustable base were delivered on February 11,
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 productsOur 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 productsAll 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 purchaseThe Sales Professional who assisted Mr*** contends that he went over the terms and conditions of sale with him in detail and that Mr*** signed his Customer Order as well as initialed each respective disclaimer relative to the items he purchased (copy available upon request), including the following:
"Adjustable Bases: The FlexFitTM 1, FlexFitTM 2, and FlexFitTM Adjustable Bases are not covered under the Sleep Number(r) Night In-Home Trial policyAll sales of FlexFitTM 1, FlexFitTM 2, and FlexFitTM adjustable bases and/or Surround Silhouettes are finalNo returns or exchanges will be authorized or accepted."
On February 23, 2015, Mr*** called our customer service requesting to return his mattress and adjustable base and was reminded that his Split King FlexFitTM Adjustable Base is a non-returnable itemMr*** did receive a Return Merchandise Authorization (RMA) to return his iSplit King Mattress for a refund of $3,The RMA number *** is valid for days and to date, no appointment has been scheduled to pick up his mattress
Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM 1, FlexFitTM 2, and FlexFitTM Adjustable BasesThere are hundreds of adjustable friendly mattress designs availableAs long as an innerspring does not have a border rod in it and is 10-inches in profile, it will work just fineAll memory foam mattresses that are up to inches in profile are compatible as well
We're sorry, we cannot accommodate Mr***'s request for authorization to return his Split King FlexFitTM Adjustable BaseWe are sorry that Mr*** is experiencing a comfort issue and would welcome the opportunity to assist himMr*** can call customer service at ***
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/01/30) */
January 30,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs***
Ms***'s complaint was discussed and resolved today on January 30, 2015, with
mutual satisfactionWe sincerely apologize to Mr& Mrs*** for any inconvenience
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 7, 2015/04/21) */
April 21,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
Our records indicate that Ms*** purchased a Sleep Number(r) iLE Queen Mattress &
Modular Base and Home Delivery Service at one of our retail stores on February 28,
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 productsOur 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 productsAll 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 purchaseMs*** initially visited our store on September 30, and received several direct mail promotions before purchasing her bed
On February 27, 2015, Ms*** called the store to place her order and the Sales Professional, Mr*** read the terms and conditions of sale to Ms*** over the phone and she acknowledged that the terms were fully understood; which included the following:
"Returns: No unauthorized returns are allowedIf you are returning your mattress, base or set purchase under the 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 usOnce 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 feesRefunds will be issued to the original method of payment within approximately daysUnauthorized returns will be destroyed and no credit givenYou are responsible for the risk of loss and for shipping fees for returning or exchanging any productHome Delivery Return Services are available at an additional cost."
Ms*** was mailed a copy of her Customer Order (copy available upon request), on the same day of her purchaseMs***'s mattress and base were delivered on March 12, 2015, giving her ample time to review the terms and conditions of her purchase prior to accepting delivery
On March 14, 2015, Ms*** called our customer service requesting authorization to exchange her Modular Base for a Queen FlexFitTM Adjustable BaseSubsequently, her iLE Queen Mattress was also exchanged and both were installed on March 28,
On April 2, 2015, Ms*** called requesting to return her iLE Queen Mattress for a refund and was provided with the three return options, which are:
"Home Delivery Return Service
Home Delivery Technicians come to your home, disassemble the mattress and/or foundation, package, insure and return ship it to Select Comfort - $The cost for this service is deducted from your refundInitial Home Delivery Service charges will not be refunded in the event of a return
ARS (Authorized Return Service) UPS Pre-paid Return Shipping Labels
ARS Labels are only valid in the continental USThe customer is mailed return pre-paid shipping labels at $per package (price includes insurance)You will disassemble the bed, package it and it drop off at any authorized UPS shipper (Mailboxes, Etc., Pak Mail, Post Net, Postal Annex, The Package Store, Parcel Plus)You can also contact UPS to request a one-time pick up at your home; they must specify that it is an ARS pickupUPS will require a $payment at the time of the pickup (not per box)The cost of the labels is deducted from your refund
Return Shipping Labels
You are mailed return shipping labelsThese labels can be used with the carrier of your choiceYou are responsible for all costs associated with shipping the bedWe do recommend they choose a carrier that provides tracking capabilities."
Ms*** chose Home Delivery Return Service even though she was upset that she had to pay for return shippingMs*** was aware of and never questioned the fact that her adjustable base was a final saleThere is no restocking fee to return a mattress
Ms***'s iLE Queen Mattress was picked up on April 20, and her Discover card was credited for $2,on April 21st
We're sorry, we cannot accommodate Ms***'s request for free Home Delivery Return ServiceWe're sorry the mattress did not work out for her and wish her well
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/03/06) */
March 6,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
Mr***'s complaint was discussed and resolved today on March 6, 2015, with mutual
satisfactionWe sincerely apologize to Mr& Mrs*** for any inconvenience and wish them well
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 6, 2015/04/02) */
April 2,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
We hope Mr*** will accept our apologies for the delay in crediting his credit
cardAs of March 31, 2015, Mr*** has received a full refund
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2014/09/30) */
September 30,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
Mr***'s complaint has been discussed and resolved with mutual satisfaction
Mr***'s bed is scheduled for delivery on October 13, The bedding products on Mr***'s order were delivered via UPS on September 4,
We sincerely apologize to Mr& Mrs*** for the inconveniences and appreciate their patienceMr*** knows how to reach me personally, if they have any questions or concerns
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2014/10/09) */
October 9,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs***
Per Mr& Mrs***'s request, their order was canceledWe hope Mr& Mrs***
will accept our sincerest apologies for the frustration and inconvenience they have experienced with our serviceI can assure you that the problems that occurred with the attempts to schedule the delivery do not happen frequently and certainly should have been handled differentlyThis is not our mode of operationOur mission at Select Comfort is to provide World-Class Customer Service and it is apparent that we fell short of that mark in this case
Mr& Mrs***'s original order was for $4,461.42, which was paid with an American Express cardWe have refunded their credit card in full
We regret that we have lost Mr& Mrs***'s business and would like to thank them for taking the time and making the effort to give us fair, direct feedback on the performance they has observed as our customer
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2014/12/23) */
December 23,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
Mr***'s complaint was resolved on December 17, We sincerely apologize
to Mr& Mrs*** for the delay and any inconvenienceWe have credited their Visa $179.99, for the Home Delivery & Sfee
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/05/12) */
May 12,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
Our records indicate that Mr*** purchased a Sleep Number(r) cKing Mattress &
Modular Base, an In-Balance Layer, a Pillow and Home Delivery Service at one of our retail stores on January 9, Mr***'s bed was delivered on January 21st
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 productsOur 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 productsAll 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 purchaseMr*** signed and INITIALED all of the pertinent paragraph disclaimers on his Customer Order Agreement acknowledging that all of the terms and conditions of sale were fully understood (available upon request); which included the following:
"Returns: No unauthorized returns are allowedIf you are returning your mattress, base or set purchase under the 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 usOnce 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 feesRefunds will be issued to the original method of payment within approximately daysUnauthorized returns will be destroyed and no credit givenYou are responsible for the risk of loss and for shipping fees for returning or exchanging any productHome Delivery Return Services are available at an additional cost."
On February 26, 2015, Mr*** called our customer service requesting authorization to their cKing Mattress & Base for refund and was provided with the three return 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 ARS pre-paid return shipping labels that will be deducted from your refund (for a fee of $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 ServiceTechnicians come to your home, disassemble, package and ship the bed back to usThe cost for this service is $and is deducted from your refund
Mr*** was upset that he had to pay for return shipping and initially chose ARS Return Shipping LabelsThen Mr*** called back and requested to change it to Home Delivery Return ServiceUltimately, we offered to pay for the ARS Labels ($value) and we received Mr***'s bed set back on March 17th
We're sorry, we cannot accommodate Mr***'s request for free Home Delivery & SServicePlease contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/02/26) */
February 26,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs***
Our records indicate that Mr& Mrs*** purchased some Pillowology Pillows at
one of our retail stores on September 28,
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 productsOur Exchange and Return Policy and 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 productsAll 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
Our Bedding Collection policy has not changed since Mrs*** purchased her pillowsThe following was in the "terms and conditions of sale" on Mrs***'s sales receipt, "Sleep Number(r) Bedding Collection Return/Exchange Policy: Bedding Collection products cannot be returned for a refundWithin days of receiving your Bedding Collection product, you may exchange a product for a different Bedding Collection purchaseExchanges will only be allowed 1-time per item purchasedYou must provide proof-of-purchase."
Mrs*** may not be aware of recommendations on when a person should replace their pillowsPlease see an excellent article published by the Huffington Post on 08/04/written by *** ***, titled, "The Gross Truth About How Often You Should Replace Your Pillow" (copy available upon request)According to Ms***'s article, "Nearly percent of people say a comfortable pillow is very important to a good night's sleep, but many of us make a crucial mistake when it comes to our favorite pillows: We're keeping them for way too longIn fact, pillows should probably be replaced around every six months, says ***, DC, director of the Sleep to Live Institute, and definitely within two years..."
Many of our pillows, including Mrs***'s pillows have a 5-Year Limited Warranty which states, "product will be free from defects in material and workmanship for a period of five years from the original purchase dateThis Limited Warranty does not cover conditions resulting from wear and tearUse of the product diminishes the loft of the filling materialSince this an anticipated characteristic of the product, Select Comfort makes no warranty with respect to the natural compression of the filling materialAll cleaning must be done in accordance with care instructions." The "5-Year Limited Warranty" is always included inside the product packaging (copy available upon request)
Mrs*** did purchase an In-Balance Pillow Protector and a Cotton Pillow Protector when she purchased her pillows and they do prolong the life of your pillow, but do not protect them from wear and tear, or dust mites and other common allergensWe do sell a "Silk Defense Pillow Protector" which is certified by the Asthma and Allergy Foundation of America (aafa.org/certified)Silk is an effective barrier against dust mites and other common allergens; resistant to mold and mildew growth and hypoallergenic
If Sleep Number replaced a customer's pillow every two years, we would never sell any new pillowsWe're sorry, but we cannot replace Mrs***'s pillows at no chargeI have contacted Mrs*** asking her to call me directly so we can discuss any questions she may have about her pillows and our products
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 20, 2015/01/30) */
January 30,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
Ms***'s complaint was discussed and resolved this morning on January 30,
2015, with mutual satisfactionWe sincerely apologize to Ms*** for any inconvenience
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2014/12/11) */
December 11,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
Mr***'s complaint has been discussed and resolvedAt Mr***'s request, we
are proving them additional time as well as an option to return if they are still dissatisfied after the new yearMr*** has agreed to contact me personally, during the week of January 5th - 9th, 2015, if they choose to return their mattress and base
We sincerely apologize to Mr& Mrs*** for any inconvenience and wish them well
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/01/21) */
January 21,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
Sleep Number and Synchrony Financial are separate companiesDue to federal laws
protecting the privacy of consumer's financial information, Synchrony cannot provide or discuss our mutual customer's financial transactions or any other facts regarding their individual accountsSleep Number cannot alter Ms***'s agreement with SynchronyWe recommend Ms*** contact Synchrony directly at *** with any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because I called the Synchrony company and they told me it has to be sleep number to lower my payment and also They charge me the ship to my house and to return and it wasn't the agreement when I got the air mattress (because that is a air mattress) they told me the most I will pay if I need to return it was $and I paying more than $for something I don't even have it and I made worst my painsI spent hours on the phone talking to sleep number and synchrony and nothing was fix
Final Business Response /* (4000, 9, 2015/01/26) */
January 26,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms***
Our records indicate that Ms*** purchased a Sleep Number(r) p(with SleepIQ) Queen Mattress & Modular Base ($2,with tax included) a Total Protection Mattress Pad ($235.39), a Boomerang Pillow ($44.93) and Home Delivery Service & S($192.59) at one of our retail stores on October 10, Ms*** order totaled $2,Ms*** paid with $with a Visa credit card and $2,using a 36-months Synchrony financing planThe 36-months financing plan was the most extended financing plan we offered at the time, giving Ms*** the lowest possible payments
Ms*** chose to return her mattress and base within her Night In-Home Trial period using ARS (Authorized Return Shipping) UPS pre-paid shipping labels at per box totaling $119.96, which was deducted from her refundWe received the mattress and base back on November 17, and a refund of $2,was credited to Ms*** Synchrony account on November 20, The balance of $on Ms***'s Synchrony account for bedding ($280.32), Home Delivery Service ($192.59) and return shipping ($119.96) is her responsibility
We're sorry the bed did not work out for Ms***, but Sleep Number cannot alter her agreement with SynchronyMs*** can contact Synchrony directly at *** with any questions
Best regards,
Legal Correspondence Analyst