Select Comfort Corporation

Initial Business Response /* (1000, 5, 2014/10/08) */
October 8,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr& Mrs***We're sorry that Mr& Mrs*** are experiencing an air loss
concern
Sleep Number does not currently have a repair service department, nor have we had one in the pastDue to the nature of our product (an air loss can take hours or days to notice), we do not send a technician to a customer's home to do troubleshooting or replace componentsMr& Mrs***'s Sleep Number 20-year limited warranty does state, "Customer maintains responsibility for installation of parts replaced under terms of the warranty." Since our components are also lightweight, most customers do not find any difficulty in assembling, troubleshooting or replacing a componentOf course, we do understand individual situations and that not everyone can service their own bedThat's when we advise our customers to request the help of a relative, friend, or neighbor for assistance
Troubleshooting an air loss does not require you to go under your bedTo determine if your air chamber is causing the air loss or if the pump may be causing the air loss, follow these simple steps
Unzip the Mattress Cover (mattress shell) at the head of the bed where the zipper begins until you are able to remove it completely and put aside, out of your way
Remove the Foam Topper Pad from the mattress shell and put aside, out of your way
Remove the Foam Border Wall (4-inch wide foam piece) at the head of the bed
Where the pump hoses connect to the air chamber, press thumb on large gray tab and using a gentle twist and pull motion, gently pull away from air chamber until hose is disconnectedDetach hose on first air chamber and then detach hose from other air chamber
Remove hoses completely from the holes in Mattress Cover and insert into the holes in on the other side of Mattress Cover
Switch each hose from the original air chamber and attach it to the other air chamberSimply connect the hose to each male connector (air chamber)You will hear a "click" when the connection is complete
Return the 4-inch Foam Border Wall at head of mattress
Return the Foam Topper Pad back on top of the air chambers
Return the Mattress Cover back into position on top of bed
Zip up the zipper on the Mattress Cover
Lie down on your back and remain still while you adjust each side to your comfort levelRemember, you must be lying down on the respective side whenever you make an adjustment or take a reading
Wait the same amount of time it took you to notice an air lossIf the leak follows the hose to the other side of the bed, we have a defective pumpIf the same air chamber has an air loss, we have a defective air chamber
Please contact us at *** if you have any questions or if you or a helper would like us to walk you through the troubleshootingIt should only take about 15-minutes
Once we know the results of the troubleshooting, we can order Mr& Mrs*** the correct component under the terms of their limited warranty, the first time
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2014/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These instructions are way too complicateditems...a page of instructions...easy for you maybeThe warranty says we are responsible for repairs but does it say we are responsible for determining what is faulty with your product???

Initial Business Response /* (1000, 8, 2014/10/23) */
October 23,
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our ***, Mr***
Mr***'s complaint was discussed with his daughter, Mrs*** and resolved
today on October 23, 2014, with mutual satisfactionThe 20-Year Limited Warranty on both of their bed purchases has been reinstatedMrs*** knows how to reach me personally if they have any questions
We sincerely apologize to Mr*** and Mrs*** for any inconveniencePlease contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2014/10/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for reinstating the warranties however you failed to address the other two resolutions requested
I'm requesting that Select Comfort state in writing that they will cease from pursing the balance of $1,and the current balance is zeroIn addition, state in writing that they have not and will not submit any negative reporting to the credit bureausOnce I have received this statement in writing then I will consider this matter resolved and closed
Final Business Response /* (4000, 13, 2014/11/04) */
November 4,
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr***
We have responded directly to Mr***'s daughter, Mrs***, with a letter regarding her concerns
To reiterate, Sleep Number has been reinstated the 20-Year Limited Warranty on both of their bed purchasesMrs*** knows is welcome to contact me personally if they have any questions
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2014/10/06) */
October 6,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
Mr***'s complaint was addressed today and we expect Mr*** will be satisfied
with the resolution
Mr*** knows how to reach me personally, if he has any questions or concerns
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 13, 2014/10/28) */
October 28,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
I have left three voice messages (on October 22nd, 23rd and today) for Mr***
asking him to please contact me directly regarding his complaint filed with the Revdex.com and have not received a responseUnless, Mr*** contacts me soon, we will consider this matter closed
We are here to assist Mr*** with any questions or concerns he might havePlease contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 10, 2015/01/22) */
January 22,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr& Mrs***
Mr& Mrs***'s refund of $was credited to their Visa (ending in
5238) today, January 22, We 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, 2014/12/05) */
December 5,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to outline our perspective regarding the complaint of our customer, Mrs***
Our records indicate that Mrs*** purchased a Sleep Number(r)
California-King Mattress at one of our retail stores on February 23,
The terms of the Limited Warranty agreement are provided to customers at the point of sale and Mrs*** has a 20-Year Limited WarrantyUnder that agreement, we cover 100% of the cost of warranty replacement parts for the first two yearsAfter the first two years, we cover a pro-rated share of the costBecause Mrs*** is in her eighth year of ownership, we would cover 48% of the cost to replace any components
On March 13, 2006, Mrs*** contacted customer service complaining that her husband's air chamber was different than her air chamber and the zipper on the Cover (entire mattress shell) was "not right" (Mrs*** is referring to the Cover, as a "topper")We replaced one air chamber and the Cover at no charge
On December 4, 2013, Mrs*** contacted customer service due to missing segments in the remote LCD displayIn the spirit of good customer service, we replaced the remote at no charge
On December 31, 2013, Mrs*** called customer service stating that the bottom portion of her Cover was unraveling and she wanted it replacedWe made a one-time exception to Mrs***'s 20-Year Limited Warranty by cutting the cost to replace it in half and gave her free shipping
On January 6, 2014, Mrs*** called to say that the new Cover she just received had tears in it, so it was replaced again and this time at no charge
Mrs***'s repeated claim of Cover defects is extremely unusualPlease note that we cannot manufacture our mattress covers (entire mattress shell) to be interchangeable because the zipper sides have to match perfectlyWe cannot sell just half of the cover with only one side of the zipperWe understand that the cost is considerable, but the Cover is the most expensive component on all of our mattress modelsIn regards to Mrs***'s mention of threads, there are threads that might appear to be loose on the underside of all of our mattress cover's zpillowtopsThis is and can be compared to the underside of any quilt
It is also possible that Mrs*** has her Sleep Number Mattress on a pliable box spring, which will not wear the same way it would with the mattress resting on a flat, solid surfaceThis can explain why Mrs***'s Covers are repeatedly wearing at an extreme rateMaking sure the Sleep Number Mattress is on a solid surface greatly increases the life of the mattress and provides the support necessary to control how the bed feels and performs
We're sorry, but we have an obligation of fairness to maintain for all of our customers and we cannot make another exception for Mrs***If she has any questions, she can call us at ***
Thank you for the opportunity to discuss this matterPlease contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 18, 2015/04/20) */
I had just found there respond to you Revdex.com and it was ridiculous the accusations that they made about me having a very expensive mattress on a wrong foundation which might be causing my issues My first replacement cover was immediately delivery of a manufacturer defect on there part it was sent that way The second time I purchased the cover at a discount warranty rate the cover I bought was defected immediately upon delivery again like when I first bought bed They replace that then the nd they replace still had minor defects loose strings etc on top of mattress but I thought well better then other Within a few month a big hole started to develop were strings had been loose Quality control is a issue from there factory This is unexceptionableThere trying to blame me when there covers are arriving to my house this way And the cover they replace my original one with is not the same quality at all There are not excepting there responsibility of sending out defected items If I'm replacing a new mattress cover right away in the beginning when bought and then a few years later it was coming apart at the side of mattress were it zip and then my replacement that I payed for right out of the box had a 2-ruler length rip at the foot of bed on side were zipper was immediately out of box and they replace it how do I have enough time in one day to destroy a cover This is ridiculous
Break down : So I been sent a replacement time on my first buy of bed cause it was defected it was reach with in days of owning A few years later the seem near the zipper and etc was coming apart so I payed at a discounted rate and they sent me a cover as soon as I put it on it was rip I call customer the same day I changed out new mattress and they sent me another one which had loose threading and with in a few months I have thread that fell apart so bad that there's a hole in on area on top of bed were the stitching finished coming apart so you can see one mattress replace in one day of owning mattress replace in a few yes I paid partial warranty then then that replace was replace in day of owing and this last mattress didn't make it a few months because stitching was bad My point most the resplace were day owning no way is this me out of box There a quality control issue here
Final Business Response /* (4000, 20, 2015/04/24) */
April 24,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to follow up our perspective regarding the complaint of our customer, Mrs***
Mrs*** purchased her mattress at one of our retail stores on February 23, At that time, Sleep Number offered a 20-Year Limited Warranty
The terms of the Limited Warranty agreement are provided to customers at the point of sale and Mrs*** has a 20-Year Limited WarrantyUnder that agreement, we cover 100% of the cost of warranty replacement parts for the first two yearsAfter the first two years, we cover a pro-rated share of the costBecause Mrs*** is in her eighth year of ownership, we would cover 48% of the cost to replace any components
Please note that we cannot manufacture our mattress covers (entire mattress shell in two parts zipped together) to be interchangeable because the zipper sides have to match perfectlyWe cannot manufacture just the ztop half of the cover with only one side of a zipperA customer cannot zip on the new top portion to their older bottom portion of the older mattress cover - the zipper sides will not matchAgain, in regards to Mrs***'s mention of threads, there are threads that might appear to be loose on the underside of all of our mattress cover's and can be compared to the underside of any quilt
We're sorry, but we have an obligation of fairness to maintain for all of our customers and we cannot make another exception for Mrs***If she has any questions, she can call us at ***
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 7, 2014/12/08) */
December 8,
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 resolvedWe 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, 10, 2015/06/30) */
June 30,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
Mr***'s complaint was resolved on May 5,
Best regards,
Legal
Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/01/09) */
January 9,
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 today on January 9, 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, 9, 2014/12/04) */
December 3,
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 an m(with Sleep IQ)
Queen Mattress, a FlexFit Queen Adjustable Base, a Total Protection Mattress Pad, a CoolFit 6" Pillow, a CoolFit 5" Pillow, two In-Balance Pillow Protectors and Home Delivery Service at one of our retail stores on November 2, Mr& Mrs***'s order totaled $3,and was paid with a Synchrony Bank financing planAll of the bedding accessories ($of the order), were received by Mr& Mrs*** at the store on the date of purchaseThe delivery of the mattress and adjustable was scheduled for November 15,
On November 4, 2014, Mr& Mrs*** returned three of the five bedding accessories: one Total Protection Mattress Pad and two In-Balance Pillow Protectors, back to the store, which resulted in a credit of $to their Synchrony financed account
On November 6, 2014, at Mrs***'s request, she canceled their order for the mattress and adjustable base
Mr& Mrs***'s mattress and adjustable base were never delivered and due to a fault in our system, they were never charged for anything! So, the return of the three bedding accessories, ironically, generated a $credit to an account that was never charged and Mr& Mrs*** received a check from Synchrony for $
Sleep Number owes Mr& Mrs*** nothing
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 11, 2014/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Revdex.com thank you for contacting these peopleWe returned our merchandise because it was not what we were looking forThe money I am referring to was on a HOLD with the bank and they would not process a return of fundsAs for their "error for the refund" I have no use for their pillows and would be Beyond delighted to return themI called the bank and the merchant in excess of times to lift the HOLD on my cardNo help what so ever
Sleep number is the worst business I have ever dealt with, and their response is typicalTheir company held my funds for a solid month so I could not purchase anything else until it was finally released! Tell them to send a postage paid box for their horrible "cooling" pillows that don't do anything except lighten your wallet,
that way they have their merchandise and I don't have their money or joke of a pillow x
Mrs*** ***
Non Legal Correspondent i.econsumer who spends their money to pay your check
Final Business Response /* (4000, 16, 2014/12/22) */
December 18,
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr& Mrs***
To be as clear as possible, Mr& Mrs*** received a CoolFit 6" Pillow valued at $and a CoolFit 5" Pillow valued at $for a total of $in merchandise, PLUS they received a check for $for a grand total of $in cash and merchandiseMr& Mrs*** were never charged for anything and we are not asking for anything back due to our error
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2014/10/03) */
October 3,
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to outline our perspective regarding the complaint of our customer, Ms***
Our records indicate that Ms*** purchased one Sleep Number(r)
iSplit King Mattress, one FlexFitAdjustable Base, two TXL Total Protection Mattress Pads, one Split King Classic Sheets Set, two CoolFit Contour King Pillows and Home Delivery Service at one of our retail stores on September 1, Ms***'s bed was delivered and set up on September 15,
At the time of purchase, all customers are required to sign their Customer Order AgreementMs***'s Customer Order included (pertinent paragraphs listed):
"TERMS AND CONDITIONS OF SALE
100-Night In-Home Trial Policy: Unless your purchase is otherwise excluded as specified herein, the Night In-Home Trial period begins the day your new Sleep Number(r) bed arrives at the "ship to" address listed aboveIf, after sleeping on your new bed for a full nights, you are not completely satisfied, contact us within days of delivery to arrange for its returnExclusions: 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 setsThe 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 Night In-Home Trial purchase
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 *** be authorized or accepted."
Sleep Number(r) Bedding Collection Return/Exchange Policy: Within days of receiving your Bedding Collection product, you may exchange a product for a different Bedding Collection purchaseExchanges will only be allowed one time per item purchasedYou must provide proof-of-purchase."
Ms*** signed the Agreement acknowledging all policies were understood (copy available upon request) at the time of purchase
On September 26, 2014, Ms*** called Customer Service requesting to exchange her iSplit King Mattress for a pKing (one-piece) Mattress including complimentary 11-inch Legs and Caster CupsThis is a one-time exchange
We are delighted that Ms*** has decided to exchange rather than return her Sleep Number MattressMs*** will receive a call to schedule an appointment when her new pKing Mattress is available for delivery
Please contact me if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2014/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I have agreed to try the full king for the split king I currently had, the primary issue is the fact that I was provided inaccurate information concerning the adjustable baseI was told by the sales associate that it was returnable up to days, and now sleep comfort is saying this is not the caseI want and need the adjustable base removed from my home with a refundI *** attempt to try the new mattress up to the days guarantee culminating December 5, I have requested contact information for the President, CEO or other corporate managers but have not be given that information as of yetThe issue will not be resolved until the base is removed and refund granted
Final Business Response /* (4000, 11, 2014/10/21) */
October 21,
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms***
Ms***'s complaint was resolved on October 16, 2014, 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, 7, 2014/10/28) */
October 28,
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
Our records indicate that Ms*** purchased one Sleep Number(r) iLE Queen
Mattress, one FlexFitTM Queen Adjustable Base, one Pillowology Dual-Support Outer Pillow and Home Delivery Service (complimentary service) at one of our retail stores on September 1, Ms***'s order totaled $4,and paid $4,using a Synchrony financing plan and the balance of $in cashMs***'s bed was delivered and set up on September 20,
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*** did sign and initial each pertinent disclaimer on her 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
Night In-Home Trial Policy: Unless your purchase is otherwise excluded as specified herein, the Night In-Home Trial period begins the day your new Sleep Number(r) bed arrives at the "ship to" address listed aboveIf, after sleeping on your new bed for a full nights, you are not completely satisfied, contact us within days of delivery to arrange for its returnExclusions: 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 setsThe 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 Night In-Home Trial purchase
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."
Sleep Number(r) Bedding Collection Return/Exchange Policy: Within days of receiving your Bedding Collection product, you may exchange a product for a different Bedding Collection purchaseExchanges will only be allowed one time per item purchasedYou must provide proof-of-purchase."
On October 13, 2014, Ms*** called our customer service demanding to return her Sleep Number(r) iLE Queen Mattress and FlexFitTM Adjustable Base for a refund and threatened to hire someone to drop it off at the store
On October 15, 2014, Ms*** called customer service again insisting she receive authorization to return both her mattress and adjustable baseMs*** spoke to a Case Manager who reiterated the terms and conditions of sale and setup a return for refund on Ms***'s iLE Queen MattressMs*** claimed that she was not informed by the salesman that her adjustable base was a non-returnable itemMs*** then said she would be getting an attorney and hung up
We're sorry, we cannot accommodate Ms***'s request to authorize a return for refund of her King FlexFitTM Adjustable BaseDue 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 perfectlyAll memory foam mattresses that are up to inches in profile are compatible as well
An RMA (Return Merchandise Authorization) was set up for Ms***'s iLE Queen Mattress even though Ms*** disconnected the call before she could be 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."
Once Ms***'s mattress is returned within the Night In-Home Trial period, a refund of $2,will be credited to her Synchrony accountIf Ms*** chooses to keep her mattress, we encourage her to contact us regarding customizing her comfort by exchanging her to a single air chamber as suggested to her on October 13th
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 9, 2014/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
THIS IS NOT ACCEPTABLE BECAUSE AS YOU CAN READ THE INFORMATION WAS NOT GIVEN TO ME DIRECTLY AND THE SALES PERSON ASSURED ME THAT IF I WAS UNHAPPY I COULD RETURN THE ENTIRE BED SET AND DIDN'T STATE THAT THE FRAME WOULD BE NONREFUNDABLETHIS IS BAD CUSTOMER SERVICE, I AM A SENIOR CITIZEN AND NEVER RECEIVED A CUSTOMER ORDER AGREEMENT WHICH THEY STATE IS(copy available upon request), HAD I RECEIVED THAT AND READ IT DURING MY TWENTY DAY WAIT FOR THE BED I WOULD HAVE CANCELLED THE ENTIRE SALE AS I AM NOT IN ANY SHAPE TO BE MOVING ANY TYPE OF FURNITUREI WILL NEVER RECOMMEND THIS STORE TO ANYONE AND I'M VERY DISSATISFIED WITH THE SERVICE I RECEIVED!!!!!
Final Business Response /* (4000, 11, 2014/11/07) */
November 7,
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms***
We're sorry, we cannot accommodate Ms***'s request to authorize a return for refund of her King FlexFitTM Adjustable BaseDue to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM Adjustable Bases
Ms*** did sign and initial each pertinent disclaimer on her Customer Order Agreement acknowledging the terms and conditions of sale were fully understood at the point of saleA copy of her Customer Order Agreement was recently emailed to the Revdex.com and a hardcopy was mailed to Ms*** for her records
Ms***'s mattress was picked up and a refund of $2,was credited to her Synchrony account on November 4, We're sorry the mattress did not work out for Ms*** and wish her well
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/03/13) */
March 13, 2015
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Dr. [redacted].
On January 5, 2004, Dr. [redacted] purchased a 7000 King Mattress and Modular Base at...

one of our retail stores. Records indicate that there has never been a warranty claim on this bed. Dr. [redacted] also purchased a 3000 Double Mattress and Modular Base on September 27, 2005. Records indicate that there was one warranty claim on this bed on August 12, 2009 when a pump hose repair kit was sent to Dr. [redacted] and he was charged $10.01. When Dr. [redacted] purchased his beds, he had a 20-year limited warranty and a 30-night in home trial period.
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 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. Dr. [redacted]'s 20-Year Limited Warranty was also published in the Owner's Manual he received with each bed purchase.
On March 5, 2015, Dr. [redacted] called our customer service saying that he had done the troubleshooting and determined an air loss in one king air chamber. Under the 20-Year Limited Warranty agreement, we cover 100% of the cost of warranty replacement parts for the first two years. After the first two years, we cover a pro-rated share of the cost. Because Dr. [redacted] is in his eleventh year of ownership, we would cover 36% of the cost to replace any components. The Customer Service Representative quoted Dr. [redacted] a cost of $131.20 plus tax & shipping. A Supervisor also reiterated the same 20-Year Limited Warranty terms, but offered to waive the shipping cost for Mr. [redacted] for the next 30 days.
Please note that there is no return for refund on components purchased under warranty. The 20-Year Limited Warranty covers repair or replacement of a warranted component only. All warranted component purchases are final with a 30-day limited warranty for any possible defects in materials or workmanship.
In regards to Dr. [redacted]'s comments regarding either the King-size Thermo-Foam Supreme Pillow or the Ultimate King Pillow he purchased on January 5, 2004, most of our 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 date. This Limited Warranty does not cover conditions resulting from normal wear and tear. Use of the product diminishes the loft of the filling material. Since this an anticipated characteristic of the product, Select Comfort makes no warranty with respect to the natural compression of the material. All cleaning must be done in accordance with care instructions." The "5-Year Limited Warranty" is included inside the product packaging as well.
Dr. [redacted] may not be aware of recommendations on when a person should replace their pillows. Please see an excellent article published by the Huffington Post on 08/04/2014 written by [redacted] titled, "The Gross Truth About How Often You Should Replace Your Pillow" (copy available upon request). According to Ms. Klein's article, "Nearly 70 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 long. In fact, pillows should probably be replaced around every six months, says [redacted] director of the Sleep to Live Institute, and definitely within two years..."
We're sorry that Dr. [redacted] is experiencing a warranty issue, but we cannot accommodate his request to replace his king air chamber or his 11 year old pillow at no charge. As the Supervisor that Dr. [redacted] spoke with on March 5th offered, we are willing to pay his shipping cost if he chooses to replace his air chamber within the next 30 days.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/03/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The warranty information on the bed is most certainly not the warranty information we were given at the time of the purchase.
We were never informed of the pro-rated nature of the warranty.
We expected the pillow to perform longer than 2 years. After all, it is a memory-foam cervical pillow that cost $100 at the time of its purchase.
Final Business Response /* (4000, 9, 2015/03/16) */
March 16, 2015
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Dr. [redacted].
To reiterate, 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.
In over 25 years the only thing that has changed in regards to the terms of the Limited Warranty on our beds, is the time of warranty coverage. We began with a 10 year limited warranty, then 20 and now a 25-Year Limited Warranty. The basic limitations of 100% coverage for the first 2 years with a pro-rated cost after 2 years, has remained consistent. To my knowledge, there is no "FULL" warranty mattress currently in the marketplace.
If Dr. [redacted] had called us when he first detected a problem with his pillow, we may have offered an alternative, but it has been far too long to address the issue now.
Again, we're sorry that Dr. [redacted] is experiencing a warranty issue, but we cannot accommodate his request to replace his king air chamber or his pillow at no charge. We are willing to pay his shipping cost if he chooses to replace his air chamber within the next 30 days. Dr. [redacted] can call us at XXX-XXX-XXXX if he has any questions.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2014/09/26) */
September 26, 2014
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 discussed and resolved today on September 26, 2014,...

with mutual satisfaction. We sincerely apologize to Ms. [redacted] for any inconvenience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2014/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
FULL refund expected-Instead of restocking fee, I must pay for their employees to come and get the bed ($200). Product was faulty when purchased. I tried to return it sooner but no one would listen to me regarding my problem with the bed. Every thing with this company takes 2 weeks-was contacted today to arrange pickup date (10/10)-2 weeks. My refund check will not be released until they have the bed shipped back to them (2-weeks). If you look back at my complaint, you will see to get service of any kind-good or bad, takes at least 2-weeks!!!!! I think I have been inconvenienced enough and WILL NOT sleep on the floor for a month or more because of their incompetence. I would like my refund to come with the employees so I can arrange for another bed to be delivered immediately. I cannot understand how Select Comfort stays in business and how the Revdex.com can give them the rating they do. There are not worthy of the rating. If Revdex.com keeps this rating then the American people will stop trusting for information and guidance on companies and products. Revdex.com-watch your reputation.
Final Business Response /* (4000, 9, 2014/10/08) */
October 8, 2014
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
Ms. [redacted]'s FlexFit1TM Queen Adjustable Base is not defective in materials or workmanship. The adjustable base functions as intended and according to Ms. [redacted]'s calls, is free from defect. Due to its unique shipping and handling requirements, no returns or exchanges are accepted on the FlexFitTM Adjustable Bases.
In the spirit of good customer service, Sleep Number offered to make an exception by authorizing a return for refund of Ms. [redacted]'s Adjustable Base, a non-returnable product. Ms. [redacted] originally agreed to forfeit a restocking fee, which included the Home Delivery Return Service fee.
Home Delivery Return Service (disassembly, packaging, shipping and insurance) for $199.99, is not a complimentary service. It is common for services involving the ever-increasing high cost of fuel, paid labor, and convenience, to be priced accordingly.
Ms. [redacted]'s complaint was discussed and resolved on September 26, 2014, and at that time, it was with mutual satisfaction. We agreed to eliminate the restocking fee and only charge the Home Delivery Return Service fee of $199.99, which is deducted from the refund.
We're sorry, we cannot accommodate Ms. [redacted]'s request for free Home Delivery Return Service. Nor can we provide her with a refund before or at the time of the scheduled Return Service. We are sorry the bed did not work out for Ms. [redacted] and apologize for any inconvenience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

August 14, 2017   Revdex.com of Minnesota & North Dakota             RE:  Ms. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to follow-up regarding he complaint of our customer Ms. [redacted].   Our position remains the same.  All calls into our Customer Service Center are recorded.  The phone number the call is coming from auto-populates in our customer’s file.  We cannot find any calls into the Customer Service Center prior to March of this year except for one call from Nadine at the store in September of 2016.  On this call they loved their bed, but needed to have the glides taken off the legs as the bed was too tall in the home.   We sent a technician to remove the glides at no cost.   Our Customer Service Center did not hear from Ms. [redacted] or the store again until March 1, 2017-- 73 days after the end of her 100 Night In-Home Trial period.  She explained the issues she was having with her bed and our representative replaced the defective parts for her.    We cannot honor the return of the product as Ms. Reynolds is far outside the trial period.  We will continue to support Ms. Reynolds under the terms of her 25 Year Limited Warranty.   Best regards, Customer Advocacy Escalation Consultant

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. Mr. & Mrs. [redacted] elected to cancel their order and their American Express card was refunded $3,565.47 on December 29, 20115. We understand that this was a tremendous inconvenience and regret that we have lost their business due to our computer conversion.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/03/17) */
March 17, 2015
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 Sleep Number(r) c3 Queen Mattress &...

Modular Base ($1,294.78 with tax included) and Home Delivery Service ($194.21) at one of our retail stores on February 3, 2015. Mr. [redacted] paid a total of 1,488.99 for his purchase using a Visa credit card. Mr. [redacted]'s mattress and base were delivered on February 18, 2015. It doesn't matter whether we removed an old mattress or not.
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 salesman who assisted Mr. [redacted] contends that together, they went over the terms and conditions in detail and highlighted the disclaimers related to his purchase. Mr. [redacted] did sign his Customer Order Agreement (copy available upon request), acknowledging the terms and conditions of sale were fully understood; which included the following:
"Returns: No unauthorized returns are allowed. If you are returning your mattress, base or set purchase under the 100 Night In-Home Trial policy, you must contact our Customer Service Center ([redacted]) 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."
On February 18, 2015, Mr. [redacted] called our customer service requesting to return his mattress and base before he ever even slept in it. Mr. [redacted] said that he was not happy that he could feel a difference between the air chambers and that he did not receive legs with his base. In an effort to assist Mr. [redacted], we sent him an upgraded foam topper pad and a legs kit at no additional charge (delivered via UPS on February 23rd).
On February 27, 2015, Mr. [redacted] called our customer service again requesting authorization to return his mattress and base. Mr. [redacted] said that he sleeps hot and could not find his Sleep Number. A Return Merchandise Authorization number (RMA 4350085, expires after 30 days) was set up for Mr. [redacted] and he was provided with the three return shipping options, which are:
You can return it using a carrier of your choice and you are responsible for any shipping charges.
Or, we can set up pre-paid shipping labels that will be deducted from your refund (for a fee of $29.99 per box). These labels will include insurance and all the necessary information to ensure timely processing of your refund (Return Merchandise Authorization number, your address, our address, etc.).
Or, you can choose our Home Delivery Return Service. Technicians come to your home, disassemble, package and ship the bed back to us. The cost for this service is $199.99 and is deducted from your refund.
Mr. [redacted] chose to use a carrier of his choice and was emailed three basic return shipping labels. To date, we have not received Mr. [redacted]'s mattress and base. Upon receipt, his Visa will be credited for $1,294.78.
The cost of the Home Delivery & Set-up Service of $179.99 is non-refundable. Home Delivery Return Service (disassembly, packaging, shipping and insurance) at $199.99, is not a complimentary service. It is common for services involving the ever-increasing high cost of fuel, paid labor, and convenience, to be priced accordingly.
We're sorry, we cannot accommodate Mr. [redacted]'s request for a refund of the Home Delivery & Set-up Service or provide free Home Delivery Return Service.
We're sorry the mattress and base has not worked out for Mr. [redacted] and wish him well. If there is anything else we can do to assist Mr. [redacted] with finding his optimal comfort level, he can contact us [redacted].
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This morning 3/18/2015, went into the store that I bought this bed at and talked to a sales man with the name Steve and ask for pamphlet on their beds and he gave me one and I ask him what their return policy was and he said 100 nights, then I ask him if they had their return policy posted in the store and he said no it's in this pamphlet and he turned a couple pages and said its in here some where. When I bought the bed I didn't have a pamphlet, so the return policy isn't posted in the store like you said it was and the sales person I bought the bed from did not go threw the contract with me and didn't bring it to my attention, other wise don't you think he would have had me sign and date it. This is not the day and age of a hand shake will seal the deal anymore. Don't you think if a sales person told up front that it would cost them that much money to return it, don't you think it would turn some a way, it would have me. You haven't been honest,so I feel I've been deceived and that's why you should come an get this bed at no more cost. Thank you
Final Business Response /* (4000, 10, 2015/03/24) */
March 24, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
To reiterate, the salesman who assisted Mr. [redacted] contends that they went over the terms and conditions together in detail and highlighted the disclaimers related to his purchase. Mr. [redacted] did sign his Customer Order Agreement (copy attached) acknowledging the terms and conditions of sale were fully understood. We also emailed Mr. [redacted] a copy of his signed Customer Order Agreement and he replied, "You took my signature off of something else a placed it there and the one I have has nothing. I have the original one."
A Return Merchandise Authorization (RMA) number was set up for Mr. [redacted] on February 27, 2015. This RMA number will expire this week on Friday, March 27, 2015. Mr. [redacted] needs to decide whether he is keeping his bed or returning and if he is returning it, he needs to call Customer Service at [redacted] to tell us which of the three return shipping options to wants to use:
You can return it using a carrier of your choice and you are responsible for any shipping charges.
Or, we can set up pre-paid shipping labels that will be deducted from your refund (for a fee of $29.99 per box). These labels will include insurance and all the necessary information to ensure timely processing of your refund (Return Merchandise Authorization number, your address, our address, etc.).
Or, you can choose our Home Delivery Return Service. Technicians come to your home, disassemble, package and ship the bed back to us. The cost for this service is $199.99 and is deducted from your refund.
Initially, Mr. [redacted] chose to use a carrier of his choice and was emailed three basic return shipping labels. To date, we have not received Mr. [redacted]'s mattress and base. Mr. [redacted] can still use this return method, but he should call to let us know that he still plans to ship his bed back. Upon receipt, his Visa will be credited for $1,294.78.
We cannot accommodate Mr. [redacted]'s request for a refund of the Home Delivery & Set-up Service or provide free Home Delivery Return Service.
We're sorry the mattress and base has not worked out for Mr. [redacted]. Again, if there is anything we can do to assist Mr. [redacted], he can contact us [redacted].
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

January 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]....

  Our records indicate that Ms. [redacted] purchased a Queen p5 Mattress with SleepIQ, a Queen FlexFit2 Adjustable Base and some accessories on November 19, 2016.  The bed was scheduled to be delivered and installed by our Home Delivery Team on December 29, 2016.    Our Home Delivery Scheduler called out to Ms. [redacted] on December 27, 2016 to offer the timeframe and Ms. [redacted] said she had to reschedule due to her apartment flooding.  Ms. [redacted] requested that the delivery be pushed out until the middle of January and requested a Saturday delivery.   Our representative offered January 14, 2017 and Ms. [redacted] accepted.    We, unfortunately, had a tech emergency and the entire delivery route for January 14, 2017 had to be cancelled.  Ms. [redacted] was offered January 17, 2017 and a fair appeasement for her troubles and she accepted.   Sadly, the route for January 17, 2017 had to be cancelled as well.  Ms. [redacted] cancelled her order.   This experience is definitely not the norm.  Our mission at Sleep Number is to provide World Class Customer Service and it’s obvious we fell short of that goal.  We are truly sorry for the experience and wish Ms. [redacted] well.     Best regards, Customer Advocacy Escalation Consultant

May 22, 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]’s bed has shipped and, per UPS tracking, all boxes but one will be delivered on May 24, 2017.  That box has a UPS tracking number but no movement since May 17, 2017.  The box has been reordered and expedited.    Per our Terms and Conditions of Sale, Sleep Number Beds are estimated to for delivery in our standard delivery areas within 2 weeks.   The email confirmation that Mr. [redacted] received is an auto-generated blanket email that states the bed will ship from our warehouse in 5-7 days, which is usually the norm.   The system did not know of the foam delay we are experiencing.   We truly apologize for the delay and are doing all we can to reduce our backlog and fulfill aging orders.     Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 16, 2015/03/18) */
March 18, 2015
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. & Mrs. [redacted] purchased a Sleep Number(r) i8 Split...

King Mattress, a Split King FlexFitTM 2 Adjustable Base, 2 Total Protection Mattress Pads, and Home Delivery Service (complimentary delivery & set up) at one of our retail stores on January 26, 2015. Mr. & Mrs. [redacted]'s order totaled $8,107.88 and was paid using two separate HelpCard financing accounts ($2,500.00 on each account) and the balance of $3,107.88 was paid with a Visa credit card. Mr. & Mrs. [redacted]'s mattress and adjustable base were delivered on February 5, 2015.
Our Sales Professionals are expected to provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our products. Our Exchange and Return Policy and 25-Year Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register, and the return policy is printed on all printed sales literature advertising the respective products. All policies, the terms and conditions of sale and the limited warranty are available to anyone interested and we invite all prospective customers to read them, ask questions and understand them before making a purchase. The Sales Professional who assisted Mr. & Mrs. [redacted] contends that he went over the terms and conditions of sale in detail and that Mrs. [redacted] signed their Customer Order (copy available upon request), which included the following:
"Adjustable Bases: The FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 Adjustable Bases are not covered under the Sleep Number(r) 100 Night In-Home Trial policy. All sales of FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 adjustable bases and/or Surround Silhouettes are final. No returns or exchanges will be authorized or accepted."
On February 9, 2015, Mrs. [redacted] called our customer service requesting to return their mattress and adjustable base and was reminded that their Split King FlexFitTM 2 Adjustable Base is a non-returnable item. Mr. [redacted] then called and did receive a Return Merchandise Authorization (RMA) to return their i8 Split King Mattress for a refund of $4,400.62. A refund of $3,107.88 was credited to their Visa and the balance of the refund, $1,292.74 was credited to the HelpCard account ending in 3167.
Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 Adjustable Bases. There are hundreds of adjustable friendly mattress designs available. As long as an innerspring does not have a border rod in it and is 10-12 inches in profile, it will work just fine. All memory foam mattresses that are up to 12 inches in profile are compatible as well.
We're sorry, we cannot accommodate Mr. [redacted]'s request for authorization to return their Split King FlexFitTM 2 Adjustable Base. We are sorry that the mattress did not work out for Mr. & Mrs. [redacted] and wish them well.
Best regards,
Legal Correspondence Analyst