Select Comfort Corporation

Initial Business Response /* (1000, 13, 2016/01/27) */
January 27, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he experienced in reaching out...

to our company regarding his order and delivery. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected his order. Mr. [redacted]'s bed was delivered on January 20, 2016. We applied an appeasement to his Synchrony account as a token of our apologies. We understand that this was a tremendous inconvenience and appreciate his patience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 15, 2016/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Andy from the corporate office, listened to my concerns and help get the issue resolved. A delivery date was scheduled and they even called to reschedule to a sooner date. After reaching the right people things happened. I was a little disappointed that the company did not respond to this complaint process until after delivery. Hopefully they will reconsider their processes to make for a better experience for customers. I am happy with the final outcome.

April 13, 2017   Revdex.com of Minnesota & North Dakota             RE:        Mr. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond...

regarding the complaint of our customer, Mr. [redacted].   Mr. [redacted] purchased a King i8 Mattress with SleepIQ, a King FlexTop2 Adjustable Base, and a King Total Protection Mattress Pad on December 31, 2016.  The bed was delivered to Mr. [redacted]’s home on January 6, 2017.   Mr. [redacted] called our Customer Service Center on April 5, 2017 to set up a return.  He said he liked Memory Foam better.  Our Customer Service Representative told him to go to the store and try our Memory Foam bed, the m7, and we could set up an exchange.  Mr. [redacted] called back later that day wanting to return.  He did not like the m7.  Mr. [redacted] escalated over the base being a final sale item.  Although Mr. [redacted] signed his Terms and Conditions of Sale, which clearly state the adjustable base is a final sale, an exception was made to take the return with a restock fee.   We have made a very generous exception to allow for the return of the Adjustable Base and cannot honor Mr. [redacted]’s request to return the base without the restock fee.  We will be picking up mattress and base April14, 2017.  We’re sorry the bed did not work out for him and wish him well.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 10, 2016/02/24) */
February 24, 2016
Revdex.com of Minnesota & North Dakota
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to outline our perspective regarding the complaint of our customer, Mr.[redacted].
Our...

records indicate that Mr. [redacted] purchased a Sleep Number(r) p5 Queen Mattress and Base set at one of our retail stores on June 17, 2013.
The terms of the Limited Warranty agreement are provided to customers at the point of sale. Under that 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 Mr. [redacted] is in his third year of ownership, we would cover 72% of the cost to replace his mattress cover, sidewalls, and topper pad. The replacement cost would be $291.83 plus tax & shipping.
All calls in and out of our call center are recorded. I reviewed the call Mrs. [redacted] made to our call center on February 23, 2016. Our Customer Service Representative walked Mrs. [redacted] through the troubleshooting steps necessary to diagnose the issue and then provided her with the replacement cost under her Limited Warranty. Mrs. [redacted] wanted a better deal. The representative explained very clearly the terms of the Limited Warranty. The representative went to her supervisor and was able to offer a one-time only 50% reduction in replacement costs. Mrs. [redacted] started using profanity and asked to speak to the supervisor. The supervisor upheld the original offered quoted. Mrs. [redacted] then asked to return the bed and was told she was outside of the 100 Night In Home Trial Period. The call was ended.
Later that day, Mr. [redacted] called the Customer Service Center and questioned the Limited Warranty stating we are not standing behind our product. The representative explained we are covering under his Limited Warranty and, additionally, offering a one-time only 50% reduction in his replacement cost. Mr. [redacted] escalated to a supervisor and reiterated the same concerns. When told we would honor the one-time replacement reduction, he started using profanity and stated he wanted to return the bed. When Mr. [redacted] was reminded he was outside of his In-Home Trial Period, he began cursing and the supervisor disconnected the call.
In the spirt of good customer service, should Mr. and Mrs. [redacted] wish to replace the parts to resolve their current issue, we will honor the one-time only 50% reduction in their prorated replacement cost until March 18, 2016--30 days from today. The replacement cost would be $145.92 plus tax and shipping. There is no unauthorized order out there.
Best regards,
CS Correspondence Manager

Initial Business Response /* (1000, 8, 2015/11/17) */
November 17, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delay of picking up of their...

mattress, which was on November 12, 2015. The refund of $4,188.03 will be credited to their Synchrony financed account.
We understand that the delays were an inconvenience and truly appreciate their patience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please explain why we are being credited $4188.03 when we have an invoice showing we paid $4249.99 for the i8 California King Mattress. Do we get reimbursed for sales tax? I am so disgusted with your company and how they do business. I have let it be known to everyone I talk to that the Sleep Number bed we had is a horrible product and then proceed to explain the trouble we have had trying to return the product. Now you are saying you will not reimburse me the full amount we paid for the mattress, this is just one more thing to let people know. I am in the medical profession and am oftened asked about mattresses by patients. I have told people straight out the problems I experienced with the Sleep Number mattress and the trouble I have had trying to return it.
Final Business Response /* (1000, 14, 2015/12/03) */
December 3, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mrs. [redacted].
We apologize to Mr. & Mrs. [redacted] for any confusion regarding their refund. The following refund settled on November 18, 2015:
$4249.99 mattress
$123.25 + tax
43743.24 = sub total
$185.21 - (Home Delivery Return Service pick-up of $179.99 + tax)
$4188.03 total
As a token of our apologies, we also provided Mr. & Mrs. [redacted] an additional credit for $179.99 on November 4, 2015.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

July 5, 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].   On...

March 20, 2015 a Queen p5 Mattress w/SIQ, a Queen FlexFit3 Adjustable Base, a mattress pad and two pillows were purchased.  March 23, 2015 we received a call asking us to cancel the order due to our two week delivery lead time.  The status of the order allowed us to cancel the adjustable base off the order.  The accessories had shipped so we could not cancel and the mattress status did not allow for a cancel or a return at the time.  The customer was advised that they could return the accessories to the store and that we would cancel the mattress when the system allowed.   A stop payment was put on the check used for the purchase and the check was returned to us.  The accessories were refused but did not get checked in as returned which resulted in a claim to Certegy.  Due to an internal system conversion and personnel transitions, unfortunately, the claim did not get reversed when the items were checked in.  We are currently working with [redacted] to get the documentation requested in the complaint and are deeply sorry for the error.   June 19, 2017 [redacted] advised they would contact the company the claim was sold to let them know of the error and sent a letter to the address of record that the customer is clear of the claim.   They advised to have Ms. [redacted] contact the sold company to resolve any issues that may still be out there.  We cannot get any information from these companies due to privacy laws.    We’re truly sorry for any inconvenience and have done as we promised in our response to the original complaint #[redacted].   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2016/02/10) */
February 10, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they have experienced...

in reaching out to our company regarding their recent order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their order. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted] can expect delivery of their FlexFit Headboard Brackets within 5 to 7 business days. Again, we would like to apologize for the frustration Mr. & Mrs. [redacted] experienced due to our computer conversion.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 7, 2016/02/10) */

Initial Business Response /* (1000, 8, 2016/02/01) */
February 1, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We're sorry for the delays Mr. & Mrs. [redacted] experienced in reaching out to our...

company regarding their order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed their order. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted]'s Queen FlexFit2, Stone, 1Remote is scheduled for delivery February 2, 2016 between 9:00 A.M. and 1:00 P.M. We have authorized as a token of our apologies. We hope this helps ease some of their frustration.
Best regards,

CS Correspondence Specialist

Initial Business Response /* (1000, 5, 2015/09/17) */
September 17, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We hope Mr. [redacted] will accept our sincere apologies for the delay in delivering...

his Sleep Number i8 FlexTop King Mattress and FlexTop King FlexFit Adjustable Base.
Mr. [redacted] complaint was discussed and resolved on September 11, 2015. We hope Mr. [redacted] is enjoying his new Sleep Number bed and bedding accessories.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

I am rejecting this response because: what they do not state that we paid over 400.00 for the first replacment and felt that this was fair, has for the 30 day warranty how the heck do you now that pillow top is going to wear thin and make holes also I do not need a new bed just a new pillow top and remote.

Initial Business Response /* (1000, 8, 2016/01/07) */
January 7, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she has experienced in...

reaching out to our company regarding the request for a new topper pad.

The topper pad will ship via UPS Next Day Air and will be delivered early next week. Again, we're so sorry for the inconvenience and we truly appreciate her patience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The bed will still need to be fixed. All because you are shipping the item doesn't make it fixed. Will you be contacting me in regards to setting up a time/date to have someone fix the bed?
Final Business Response /* (4000, 16, 2016/01/28) */
January 28, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
Again, we sincerely apologize to Ms. [redacted] for the delays she has experienced in reaching out to our company regarding the request for a new topper pad. The topper pad was delivered on January 11, 2016.
An assembly technician team is scheduled for February 13, 2016. Please note that Sleep Number does not actually have a repair service department, nor have we had one in the past. Due to the nature of our product, we do not typically send a technician to a customer's home to do troubleshooting or replace components. The limited warranty clearly states, "Customer maintains responsibility for installation of parts replaced under terms of the warranty." Since our components are lightweight, most customers do not find any difficulty in assembling, troubleshooting or replacing a component. Of course, we do understand individual situations and that not everyone can service their own bed. That's when we advise our customers to request the help of a relative, friend, or neighbor for assistance.
We have made an exception due to the delay in shipping the parts. Again, we're sorry for the inconvenience and we truly appreciate her patience.
Best regards,
Legal Correspondence Analyst

January 31, 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 Mr. [redacted] purchased a Queen c4 Mattress with SleepIQ, a Queen FlexFit1 Adjustable Base, and Home Delivery and Set-Up Service online on November 28, 2016.  The bed was delivered and installed by our Home Delivery Team on December 17, 2017.    Ms. [redacted] called our Customer Service Center (CSC) on December 19, 2016 and stated she wanted to return the bed due to back pain.  Our Customer Service Representative (CSR) offered comfort solutions but Ms. [redacted] declined wanting only to return.   Ms. [redacted] was escalated to a supervisor and the return order was processed.  Our Home Delivery team picked up the bed on December 24, 2016.    Ms. [redacted] should have gotten free Home Delivery on her original purchase because it was a promotion we were running on Cyber Monday. We believe that due to volume somehow the system did not catch the promotion online, however, we had no other complaints of this happening to any other customers that purchased online.  The original Home Delivery fee has been refunded.  Additionally, when listening to the call on December 19, 2016 when Ms. [redacted] asked if she would be getting all of her money back, the supervisor said she would.  While the Home Delivery Return Service is not complimentary, we have refunded the amount withheld for the pick-up service as well.   Unfortunately, at this time we are unable to credit back the financing.  This credit will be coming in the form of a check.   We recommend Ms. [redacted] continue to pay on her financing to avoid any damage to her credit.   We’re sorry the bed did not work out for Ms. [redacted] and wish her well.     Best regards, Customer Advocacy Escalation Consultant

October 31, 2016     Revdex.com of Minnesota & North Dakota   RE:       Ms. [redacted] Case # [redacted]       Dear Revdex.com:   Thank you for the opportunity to follow-up regarding the complaint of our customer,...

Ms. [redacted].   Ms. [redacted] purchased her Sleep Number Queen m7 w/SIQ Mattress and Modular Base online with our Chat Team on October 14, 2016.  The bed was delivered via UPS on October 21, 2016.   Ms. [redacted] chatted in to our Live Chat Team October 25, 2016 around 9:00 AM CST and stated she did not get legs with her new bed.  Our Customer Service Representative (CSR) pulled up her order and advised that she did not purchase legs with her bed and went on to explain that the legs are listed as optional on the base page as well as on the legs page of our website.  Additionally, the modular base is designed to replace a box spring in a bed frame.  Our CSR let Mrs. [redacted] know she could order the legs right on the website.  Mrs. [redacted] then asked how she could ship back the bed and was told she would need to speak with our returns department and was given the phone number and hours of operation.  The chat was ended.   Approximately 50 minutes later Mrs. [redacted] chatted in again.  She was upset about the hold time and was advised that she should be close to the front of the queue, Monday and Tuesday are our busiest times of the week, and that we appreciate her patience.  The chat was ended.  We apologize for the long hold times.  We are coming off of our largest sales event and moving into the holiday sales time which is causing higher than normal call volume leading to longer hold times.    Ms. [redacted] called our CSC about a half an hour later and stated that she purchased her bed but it did not come with legs.  Our CSR once again explained that legs are an optional accessory that can be purchased.  Mrs. [redacted] told our CSR that the picture on the website shows legs and that she expected to get them with her base.  Our CSR offered to check with her supervisor to see what we could do to help.  When our CSR came back to the line she again explained that legs were optional and would need to be purchased but offered to cover the shipping for Mrs. [redacted].  This is when Mrs. [redacted] asked to be transferred to the returns team.   Mrs. [redacted] is a return customer.  She purchased a 3000 Queen Mattress and Modular Base on December 26, 2004.  The bed was delivered on January 4, 2005 via UPS.  Mrs. [redacted] filed a complaint with the Revdex.com at that time wanting compensation stating her salesman promised delivery in 24 hours. All of our beds are made to order so delivery in 24 hours is not possible.  The bed was delivered 9 days after she placed the order—well within our two week lead time.   Her request for compensation was denied.  On January 7, 2005 Mrs. [redacted] placed an order for our optional legs on our website.  The legs shipped to her via UPS.   Mrs. [redacted] is well aware that the legs do not come with the base and are an optional purchase.  We find her attempt to get free product unethical and will not honor her request for free legs or a no cost return.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 20, 2015/09/29) */
September 29, 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) i8 Split King...

Mattress (with SleepIQ), a Split King FlexFitTM 2 Adjustable Base, a Total Protection Mattress Pad, a Lyocell Sheets set, several pillows and Home Delivery Service at one of our retail stores on January 5, 2015. Mr. [redacted]'s order was paid using Synchrony Bank financing. Mr. [redacted]'s mattress and adjustable base were delivered on January 22, 2015 and the bedding products were shipped via UPS.
Our Sales Professionals provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our products. It's a highly structured process. Our Exchange and Return Policy and 25-Year Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register and all sales literature related to our FlexFit product reflects its no-return policy. All policies, the terms and conditions of sale and the limited warranty are available to anyone interested and we invite all prospective customers to read them, ask questions and understand them before making a purchase.
The Sales Professional who assisted Mr. & Mr. [redacted] contends that he went over the terms and conditions of sale in detail and that Mr. [redacted] signed his Customer Order (copy available upon request) as well as initialed all of the respective disclaimers relative to his purchase including the Adjustable Bases Return/Exchange Policy:
"Adjustable Bases Return/Exchange Policy: The FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 Adjustable Bases are not covered under the Sleep Number(r) 100 Night In-Home Trial policy. All sales of FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 adjustable bases and/or Surround Silhouettes are final. No returns or exchanges will be authorized or accepted."
Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 Adjustable Bases. Mr. & Mrs. [redacted]'s 100-Night In-Home Trial has expired. However, they have had several issues of concern. I spoke to Mr. [redacted] today and offered to take a return for refund on their mattress and provided them with 30 days to decide. We're sorry, we cannot accommodate Mr. & Mr. [redacted]'s request for authorization to return their Split King FlexFitTM 2 Adjustable Base.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 22, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Case ID [redacted]
We have heard from the Select Comfort Corporation....However...they have offered to refund the money for the bed minus a $179.00 pick up fee...They still refuse to take the frame back... They will send $4100.00 to Synchrony Bank which will then take the $1800.00 out that we still owe...we will be receiving a little over $2000.00 back... The way I see it is that we are still going to be paying $6,000.00 for an adjustable frame and some pillows and mattress covers... I'm still not satisfied with the amount of money we will be getting... I have asked for a copy of the contract we signed. He had us initial what was going to be delivered by UPS...(the bedding)... He did not tell us about the frame being non-returnable...also he didn't give us a copy of the signed contract...he only printed a copy of the unsigned contract and stapled it together and put it in our packet...so please don't consider this matter closed yet.....They still haven't contacted us about when they are picking it up...and I still don't think we should have to pay a "pick-up" fee! They said we could ship it to them and they would send prepaid labels for UPS..but they would be $30 each and I would need at least 3..maybe 4.. And they would deduct it from our refund....still not satisfied.... I want the whole thing returned....The bedding I will not complain about...although it's totally of no use once bed is gone...$6,000.00 is still a big loss....let's say $5,000.00 since I know they won't take bed clothing back... Please advise...I am so disappointed in these people! We thought we were dealing with an honest company.
Thank you so much for your help,
[redacted]
Sent from my iPad
Final Business Response /* (4000, 26, 2015/10/20) */
October 20, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
I spoke to Mr. [redacted] and he accepted our offer to take a return for refund on their mattress, which is scheduled for pick-up tomorrow. We're sorry, we cannot accommodate Mr. & Mr. [redacted]'s request for authorization to return their Split King FlexFitTM 2 Adjustable Base.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2014/10/23) */
October 23, 2014
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
Our records indicate that Ms. [redacted] purchased a Sleep Number(r) p5 Queen Mattress...

(with SleepIQ(r)), a Queen FlexFitTM 2 Adjustable Base, a Total Protection Mattress Pad, a Medium-Support Down Pillow, a Smart Classic Sheets set and Home Delivery Service (complimentary delivery & set up) at one of our retail stores on July 23, 2014. Ms. [redacted] paid for her purchase using a Synchrony financing plan and her mattress and adjustable base were delivered on September 7, 2014.
Our Sales Professionals are expected to provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our products. Our Exchange and Return Policy and 25-Year Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register, and the return policy is printed on all printed sales literature advertising the respective products. All policies, the terms and conditions of sale and the limited warranty are available to anyone interested and we invite all prospective customers to read them, ask questions and understand them before making a purchase. Ms. [redacted] 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 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 September 30, 2014, Ms. [redacted] called our customer service requesting authorization to return both her mattress and adjustable base. Ms. [redacted] was reminded that her adjustable base is a non-returnable item, but that she could return her mattress within the 100 Night In-Home Trial. Ms. [redacted] claimed that she was unaware of the no-return policy on her adjustable base at the time of sale and was transferred to a Supervisor. They discussed her concerns regarding the policy and the height of her bed and how it fits into her bed frame.
Ms. [redacted] has until December 16, 2014 to decide whether she wants to exchange or return her Sleep Number(r) p5 Queen Mattress (with SleepIQ(r)), but her Queen FlexFitTM 2 Adjustable Base cannot be exchanged or returned. If Ms. [redacted] has any questions, we encourage her to contact us at [redacted].
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2014/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response issued by company are accurate however I still feel that requiring a customer to sign such a declaration during the purchasing process, without some separate and distinct conversation and acknowledgement of that condition of the purchase is deceptive. I would not have purchased this bed, and I use the word bed loosely, if I was aware that the 100 day customer satisfaction trial period did not include everything.
Final Business Response /* (4000, 9, 2014/11/03) */
November 3, 2014
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
To reiterate, we expect our Sales Professionals to provide all prospective customers with all information necessary for them to make a fully informed decision regarding the purchase of any of our products. We are sorry if Ms. [redacted] does not feel that was fully communicated to her.
Ms. [redacted] does have until December 16, 2014 to decide whether she wants to exchange or return her Sleep Number(r) p5 Queen Mattress (with SleepIQ(r)). If Ms. [redacted] has any questions, we encourage her to contact us at [redacted]. We are here to assist Ms. [redacted] with any comfort concerns she may have as well.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

I am rejecting this response because:As offered in the past correspondence the choice of materials as well as the poor workmanship and design in this pillow caused it's premature failure.   The result is that the pillow needs to be replaced well within their warranty.   Due to the high price paid and warranty their associate offered, the pillows outer cover should be immediately replaced under proper client services.   A look at all the other complaints against Sleep Number show the poor service they offer to all clients after purchase.  We will continue to pursue a replacement and use other social media sources to record our dissatisfaction.   If the Revdex.com needs to close the case, please mark it as unsatisfied and allow others including media to review their poor stance.   Thank you !

Initial Business Response /* (1000, 5, 2015/11/13) */
November 13, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she has experienced in...

reaching out to our customer service.
Ms. [redacted] will receive a component part to help customize her comfort within the next 2-3 business days via UPS. We will also be contacting Ms. [redacted] to schedule an appointment for the installation of the new component.
We apologize for the wait. We understand that this has been an inconvenience and truly appreciate her patience.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company finally sent some people out today and it appears to have been solved. Thanks for your help.

March 8, 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 Twin Long p5 Mattress, a Twin Long FlexFit2 Adjustable Base and a Total Protection Mattress Pad on February 18, 2017.  The mattress was received in the store and the bed was scheduled to be delivered on March 4, 2017 via our Home Delivery and Set-Up Service.   On March 2, 2017 Ms. [redacted] was given notification of her four hour delivery window.   The delivery window is given to our customers once the route has been created and is typically done 24-48 hours prior to the scheduled delivery date.  Ms. [redacted] called our Customer Service Center (CSC) stating that that the delivery timeframe was too late for her.  Our Customer Service Representative (CSR) explained she could not change the timeframe because the route had already been created and timeframes given out and if Ms. [redacted] needed a different timeframe she would have to reschedule.  Our CSR stressed in looking for a different date Ms. [redacted] would lose the date of March 4, 2017.  Ms. [redacted] requested a different date.  When checking the schedule our CSR advised the soonest date we would be back in her area again was March 14, 2017 at which point Ms. [redacted] asked for a supervisor. Ms. [redacted] explained her situation to the supervisor and he reached out to our Routing Team and they were able to move Ms. [redacted]’s delivery date up to March 11, 2017.  Our supervisor stated that he would request a timeframe prior to 4:00 PM and let her know it was just a request, not a guarantee.  Although disappointed, she accepted the date. We use a route based delivery method meaning the routes set up are based on the location of our customers in regards to the HUB where we load the truck and the days we are in the area.  We’re terribly sorry for the delivery delay and want Ms. [redacted] to know we are doing all we can to deliver as soon as possible and within the timeframe she is looking for. Best regards,Customer Advocacy Escalation Consultant

July 12, 2016   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 i8 Mattress w/SIQ, a modular base and several accessories on August 7, 2015.  The bed was delivered via our Home Delivery Install and Set Up Team on August 14, 2014. The fee for that service was $179.99 plus tax.    On January 28, 2016 Ms. [redacted] called our Customer Service Center stating she was having issues with her pump.  Our representative did some troubleshooting with her and found that the pump needed to be replaced and then entered the order for a replacement pump.  The pump shipped to Ms. [redacted] via UPS and was delivered on February 8, 2016.   Ms. [redacted] called our Customer Service Center on February 11, 2016 and stated she was having issues with the new remote.  Our representative walked her though factory reset troubleshooting and all was well.  Ms. [redacted] said she was worried she wouldn’t be able to sleep in the bed that night and thanked our representative for resolving her issue.   Ms. [redacted] sent a letter to our corporate office dated June 20, 2016. In her letter she stated she did not see anything in our warranty information that the customer would have to pay to have someone come and look at the bed.  One of our Customer Advocacy Managers called out and left a voicemail with the number to reach out to his team.  Ms. [redacted] called back the following day and spoke with another Customer Advocacy Manager.  Ms. [redacted] explained her issue is that the pump does not inflate both sides automatically and that her side of the bed inflates slowly.  Our representative went over more troubleshooting with Ms. [redacted].  Ms. [redacted] became very upset that her side of the bed inflates slowly and wanted us to send a “service person” to check on the bed.  Our representative explained we do not have “service people” and pointed out that the bed is actually inflating, so the pump is not defective.  Ms. [redacted] stated she would be going to the Revdex.com and hung up on our representative.   Sleep Number does not actually have a repair service department, nor have we had one in the past.  We do offer a Home Delivery & Set-up Service and Home Delivery Return Service.  Due to the nature of our product, we do not typically send a technician to a customer’s home to do troubleshooting or replace components.  The limited warranty clearly states, “This warranty does not provide the coverage for or the cost associated with the transportation, inspection, removal or installation of any product or part. The responsibility for the installation of any product or part replaced under this warranty and any related installation costs are yours regardless of whether there is any cost to you for the repaired or replaced product or part.” The limited warranty also states to contact our Customer Service Department for troubleshooting assistance.  Since our components are lightweight, most customers do not find any difficulty in assembling, troubleshooting or replacing a component.  Of course, we do understand individual situations and that not everyone can service their own bed.  That’s when we advise our customers to request the help of a relative, friend, or neighbor for assistance.   We’re sorry Ms. [redacted]’s side of the bed does not inflate as quickly as she would like.  We recommend that she try swapping the hoses once again.  This is the troubleshooting necessary for the issue she is describing.  If the issue remains on her side with the hoses swapped, we recommend she get her air chamber replaced under the terms of her 25 Year Limited Warranty.          Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2015/06/30) */
June 30, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We hope Mr. [redacted] will accept our apologies any confusion regarding his...

charges/credits. We provided Mr. [redacted] a summary of his account on June 18, 2015, that we assume, cleared up his questions.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No one has called and listened to me. I signed for 3885. I gave the print out. The store manager has the original. I was over charged $180. I want it refunded or I'm going to dispute all the charges.
Final Consumer Response /* (2000, 18, 2015/07/14) */
Thanks again for helping with this. I talked to them, and they have adjusted my account. She was very friendly and apologetic.
Final Business Response /* (4000, 16, 2015/07/14) */
July 14, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
We hope Mr. [redacted] will accept our sincerest apologies for the misunderstanding. I spoke to Mr. [redacted] this morning and we are now certain that all of his charges and credits are accurate.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Final Consumer Response /* (2000, 5, 2015/12/07) */
Thank you for your assistance. We received our refund today. Please let me know if you need any other details.
Thanks again,