Select Comfort Corporation

July 5, 2016   Revdex.com of Minnesota & North Dakota   RE:        Mr. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to follow-up regarding the complaint of our customer, Mr. [redacted].   We gave Mr. [redacted] the troubleshooting information and asked that he get back to us with the results. We emailed additional troubleshooting regarding the foam on the interior of the mattress, as well. We have not heard back. Select Comfort offers a 25 Year Limited Warranty for replacing any part found to have a manufacturing defect.    We are truly sorry that Mr. [redacted] is disappointed.  We do not currently have a repair service department, nor have we had one in the past.  Due to the nature of our product, we do not send a technician to a customer’s home to do troubleshooting or replace components.  Our Select Comfort 25-Year Limited Warranty does state, “Customer maintains responsibility for installation of parts replaced under terms of the warranty.”  All policies, the terms and conditions of sale and our 25 Year 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.  Select Comfort manufactures mattresses at all price points and the troubleshooting is the same for each so the price paid has nothing to do with the warranty coverage.   We appreciate that Mr. [redacted] sent in photos to help us assess the situation, but we can see nothing out of the norm on the pictures received.  Again, should any part of the mattress have a manufacturing defect we are more than happy to replace it under Mr. [redacted]’s limited warranty. We want nothing but the best sleep experience for our customers and ask that Mr. [redacted] contact our Customer Service Center with any questions or concerns.        Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2015/01/19) */
January 19, 2015
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) i8 FlexTop King...

Mattress, a FlexTop King FlexFitTM 2 Adjustable Base, a Total Protection Mattress Pad and Home Delivery Service (complimentary delivery & set up) at one of our retail stores on November 16, 2014. Ms. [redacted] paid $6,869.97 for her purchase using a Synchrony financing plan. Ms. [redacted]'s mattress and adjustable base were delivered on December 3, 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 December 29, 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 i8 FlexTop King Mattress within the 100 Night In-Home Trial. An RMA (Return Merchandise Authorization) was set up to return the mattress and Ms. [redacted] chose the return option of Home Delivery Return Service for $199.99 (Ms. [redacted] was not charged for this service).
While we regret that Ms. [redacted] did not find her i8 FlexTop King Mattress to her liking, her 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 FlexFitTM 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.
On January 8, 2015, Ms. [redacted]'s i8 FlexTop King Mattress was picked up and her Synchrony account was credited for $3,450.00 on January 9th. We're sorry, we cannot accommodate Ms. [redacted]'s request to authorize a return for refund of her FlexTop King FlexFitTM 2 Adjustable Base.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 9, 2016/01/04) */
January 4, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted]. Our records indicate that Mr. & Mrs. [redacted] purchased a Sleep Number(r) p5 Split...

King Mattress (with Sleep IQ), a FlexFit2 Adjustable Base, some bedding and Home Delivery Service at one of our retail stores on August 23, 2014. Mr. & Mrs. [redacted]'s mattress and adjustable base were delivered and set up on September 6, 2014.
On September 12, 2014, Mr. & Mrs. [redacted] called customer service requesting to exchange their split king mattress to a one-piece king mattress. We also exchanged their sheets to a king size.
On October 13, 2014, Mr. & Mrs. [redacted] called customer service requesting to exchange their split king/king adjustable base for a king modular base. In the spirit of customer service, we exchanged them to a king modular base. Due to the no-return, no exchange policy on all adjustable base purchases, we did charge a restocking fee. A Home Delivery team removed the adjustable base and set up the modular base on October 25, 2014. Mr. & Mrs. [redacted] received a credit of $2,009.39 on December 26. 2014, for the downgrade to the modular base.
On November 14, 2015, Mr. & Mrs. [redacted] called customer service complaining that the mattress was bowed, so we shipped them a new Cover (entire mattress shell valued at $955.98) via UPS at no charge.
Sleep Number does not actually have a repair service department, nor have we had one in the past. Due to the nature of our product, we do not typically send a technician to a customer's home to do troubleshooting or replace components. The limited warranty clearly states, "Customer maintains responsibility for installation of parts replaced under terms of the warranty." Since our components are lightweight, most customers do not find any difficulty in assembling, troubleshooting or replacing a component. Of course, we do understand individual situations and that not everyone can service their own bed. That's when we advise our customers to request the help of a relative, friend, or neighbor for assistance.
Mr. & Mrs. [redacted]'s 100-Night In-Home Trial period expired on December 15, 2014. We're sorry, we cannot accommodate Mr. & Mrs. [redacted]'s request for a return or for any sort of refund. We encourage them to contact us with any questions regarding their comfort.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 11, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes Sleep number is correct that we did contact them several times throughout the year but failed to let you know that the Split king we returned was because their staff didn't install the split king correctly and our mattress constantly came apart. When sleep number came to get the bed their staff stated to me when taking this out of my house that it was NEVER put together correctly. Sleep number also charged me 1000.00 restocking fee for their mistake in putting this bed together INCORRECTLY!! YES Sleep number has shipped a mattress shell free of charge, I was told there would be two shipments, I received one and not the other and haven't heard one word from Sleep number to set up a time to come out, they told me they would call me. I understand there is a 100 day policy on the bed but I have been calling since day 1 with all kinds of problems and sleep number constantly telling me there is nothing they can do past this point. I owe 1900.00 and would accept sleep number meeting me in the middle of the 1900.00 to get this resolved. I think I have paid enough for this bed that is completely the worst investment ever. I think its ridiculous that we had to pay 1000.00 to restock this bed.They also stated that we encourage us to contact them regarding any questions regarding comfort, I've been telling them from day 1 that this bed is horrible with the response that "there is nothing we can do" I don't even want this mattress shell at this point, we don't sleep!!! I want all or part of my balance taken care of so that we can move on and get a good mattress

Initial Business Response /* (1000, 5, 2016/03/12) */
March 12, 2016
RE: Ms. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the frustration she has...

experienced in getting her refund.
According to our records, Ms. [redacted]'s bed was returned on February 26, 2015 via our Home Delivery Team. Per our Terms and Conditions of Sale, "refunds will be issued to the original form of payment within approximately 21 days from the date returned."
It is strongly recommended that Ms. [redacted] make any required payments while waiting for the credit to post. We do not want her credit impacted by not doing so. Any overage paid will be returned to her by issuing bank.
We are sorry the bed did not work out for Ms. [redacted] and wish her well.
Best regards,
Lisa Marie [redacted]
CS Correspondence Manager
Initial Consumer Rebuttal /* (3000, 7, 2016/03/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I can't accept the response right now because 21 days have passed and I have still not received the refunds. Additionally, the phone call I was promised was not received.
Final Business Response /* (4000, 9, 2016/03/23) */
March 23, 2016
RE: Ms. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the frustration she has experienced in getting her refund.
The return settled today, March 23, 2016. The monies have been transmitted. The banks typically post to the account within 3-5 business days from point of settlement.
Again, we strongly recommended that Ms. [redacted] make any required payments while waiting for the credit to post. We do not want her credit impacted by not doing so. Any overage paid will be returned to her by the issuing bank.
We understand this was a terrible inconvenience and appreciate her patience.
Best regards,
CS Correspondence Manager

Initial Business Response /* (1000, 8, 2015/12/04) */
December 4, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she experienced in reaching out...

to our company regarding her canceled order and refund. We understand that this has been a tremendous inconvenience and regret that we have lost her business due to our company-wide computer conversion.
A refund for $1187.98 was credited to Ms. [redacted]'s American Express credit card on November 24, 2015. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2015/12/07) */

Initial Business Response /* (1000, 5, 2015/04/03) */
April 3, 2015
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) i8 Queen Mattress, a...

Queen FlexFitTM 3 Adjustable Base with Silhouette, a Headboard Bracket Set, a Total Protection Mattress Pad, an Outlast Queen Mattress Pad, a Down-Soft Pillow, a Lyocell Sheets Set and Home Delivery Service (complimentary delivery & set up) at our Fort Worth, Texas store on January 30, 2015. Ms. [redacted]'s order (# [redacted]) totaled $6,790.92 and was paid using a Synchrony financing plan (ending in [redacted]).
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 Ms. [redacted] contends that she went over the terms and conditions of sale in detail and that Ms. [redacted] signed and initialed the respective disclaimers on her Customer Order, 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 6, 2015, all of the bedding on Ms. [redacted]'s order was delivered to her home via UPS.
On February 9, 2015, Ms. [redacted]'s called customer service requesting to add Sleep IQ to her order and was charged $308.37 on her Visa.
On February 10, 2015, Ms. [redacted] called customer service to remove the Silhouette from her order.
On February 14, 2015 at 10:58 AM CST, Ms. [redacted] called customer service to cancel her order (# [redacted] - the mattress and adjustable base) because it wasn't in her budget.
On February 14, 2015 at 12:33 PM CST, Ms. [redacted] called our Hurst, Texas store and placed a new order (# [redacted]) for a Sleep Number(r) i8 Queen Mattress with Sleep IQ, a Queen FlexFitTM 3 Adjustable Base, a Headboard Bracket Set, a Total Protection Mattress Pad, an In-Balance Queen Layer, a Down-Soft Pillow, a Lyocell Sheets Set, a New White Smart Skirt and Home Delivery Service. Ms. [redacted]'s new order totaled $5,856.91 and was paid using the same Synchrony account (ending in [redacted]). The Sales Professional who assisted Ms. [redacted] by taking her order by phone, contends that she read the terms and conditions of sale to Ms. [redacted] and mailed Ms. [redacted] her receipt on the same day.
On February 24, 2015, all of the bedding on Ms. [redacted]'s new order was delivered to her home via UPS.
On February 26, 2015, Ms. [redacted] accepted delivery and set-up of her mattress and adjustable base.
On March 4, 2015, Ms. [redacted] returned some of the duplicate-ordered bedding items to the Hurst, Texas store for a refund.
On March 8, 2015, Ms. [redacted] had received a full refund on the mattress and adjustable base from her original order (# [redacted]). Ms. [redacted]'s Visa was also credited for $308.37 for the addition of the SleepIQ.
On March 21, 2015, Ms. [redacted] called customer service requesting to return her mattress and adjustable base. Ms. [redacted] was reminded that her adjustable base was a final sale and a return for refund was authorized for her mattress only. Ms. [redacted] told a Case Manager that she did sign her Customer Order at the Hurst store, but that she canceled that order and telephoned to reorder at the Fort Worth store. Ms. [redacted] said that her son was a lawyer and that she didn't sign the Fort Worth store Order, so she was not bound to the terms. Now in Ms. [redacted]'s complaint to the Revdex.com, she falsely states sic, "I have contacted Cust serv many times and am told that I can't return the base. I wouldn't have made the purchase had I been made aware of that."
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.
On March 26, 2015, Ms. [redacted]'s i8 Queen Mattress with Sleep IQ, was picked up and her Synchrony account was credited for $2,799.99 on March 27th.
We cannot accommodate Ms. [redacted]'s request for authorization to return her Queen FlexFitTM 2 Adjustable Base. Ms. [redacted] was clearly aware of the terms and conditions of sale on her FlexFitTM 2 Adjustable Base and utilized the same Synchrony Financial account for both purchases (please see both Customer Orders attached).
We are sorry that the mattress did not work out for Ms. [redacted] and wish her well.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/04/08) */
When I was in the store at Hulen Mall, I did not sign paperwork regarding the policies, I only signed a paper for the credit application. When I ordered the bed over the phone, I did not sign anything. I was only aware of the 100 day trial. The mattress would not hold air, that is a manufactures issue, I should not have to pay for something that is faulty. I asked 2 different people ([redacted], and one other case manager) for a copy of what I signed, but they would not show me anything, saying it was not available and they did not have it.
[redacted]taken over phone.
Final Business Response /* (4000, 9, 2015/04/14) */
April 14, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
To reiterate, we cannot accommodate Ms. [redacted]'s request for authorization to return her Queen FlexFitTM 2 Adjustable Base. Ms. [redacted] was clearly aware of the terms and conditions of sale on her FlexFitTM 2 Adjustable Base and utilized the same Synchrony Financial account for both purchases.
Best regards,
Legal Correspondence Analyst
Final Consumer Response /* (3000, 11, 2015/04/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The only paperwork you have provided is from another transaction, order#[redacted] dated Jan at Hulen Mall. Because I didn't feel comfortable with that purchase I cancelled that order!
The order in question is #[redacted], dated FEB14.
I was not aware that the base was non returnable. In Fact, I told the salesperson I was hesitant to purchase incase it didn't work out and in all honesty, I was told I could return it and I could get my money back. She did not say I couldn't return the $2700 base. The adjustable base is not of any use to me without the mattress. Let me make it clear, I would never consider buying anything that was only partially returnable- especially when the part you cannot return is $2700! and of no use without the adjustable mattress. That is a risk I would never knowingly take, ever.
I was at NE Mall Feb 9 with a friend who was looking at a mattress at Sleep Number. The salesclerk that day made me feel comfortable regarding the return if I wasn't satisfied, as stated above. I decided to make the purchase on Feb14 with the NE Mall salesclerk. I SIGNED NO PAPERWORK stating that the adjustable base could not be returned. DIFFERENT DAY, DIFFERENT ORDER NUMBER, no signed paperwork regarding that 2nd transaction/order. Check your records and you WILL SEE DIFFERENT ORDER NUMBER, zero signature re: return policy on FEB14 order.
I have been shown ZERO evidence of any PAPERWORK
I SIGNED regarding the 2ND PURCHASE/ORDER, DATED FEB 14.
In regards to the Synchrony Financial acct- what difference does it matter what Financial acct was used?
How does the form of payment prove my knowledge of return policy? An acct was opened for the 1st order, the order was cancelled. When I decided to make a purchase at NE Mall at a later date, the salesclerk handled the billing since I had already been approved for credit through Sleep Number credit application process and so she processed the purchase through them.
I submit this return request in all honesty.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2016/02/16) */
February 16, 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 and trial return. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their order and trial return. We understand that this was a tremendous inconvenience and appreciate their patience. A Trial Return pick-up has been scheduled for February 18, 2016. Mr. & Mrs. [redacted]'s will receive a refund within 2 weeks of return. We regret we have lost Mr. & Mrs. [redacted]'s business.
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 7, 2014/10/03) */
October 3, 2014
Case # XXXXXXXX
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 with mutual satisfaction. ...

Ms. [redacted]'s ILE Split King Mattress is scheduled for delivery on October 4, 2014.
As a token of our apologies, we are mailing Ms. [redacted] a check refund for the Home Delivery Service for $194.39, plus an additional check for $300.00.
We sincerely apologize to Ms. [redacted] for the inconveniences and appreciate her incredible patience. Ms. [redacted] knows how to reach me personally, if she has any questions or concerns.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2014/10/06) */
Well the bed got delivered today. The delivery people rushed in and rushed out. We went to set the sleep number bed and one side deflated. I called customer service but of corse they are closed until Monti so I did live chat with 3 separate people for the past 2 hours and did all types of trouble shooting. Now they are saying they have to ship out a new air chamber and I won't get it until tuesday.

Initial Business Response /* (1000, 8, 2015/06/10) */
June 10, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. [redacted]
Our records indicate that nearly eight years ago, on August 17, 2007, Mr. &...

Mrs. [redacted] purchased a Sleep Number(r) 7000 King Mattress and Modular Base set, a base legs kit, a mattress pad, two sheets sets, two pillows and Home Delivery Service at one of our retail stores. Mr. & Mrs. [redacted]'s bed set was delivered to an address in Nevada on August 25, 2007.
On September 29, 2007, Mrs. [redacted] called us to complain that one of the sheets set was pilling and as courtesy, we sent a new set of sheets at no charge.
Mrs. [redacted] called our customer service on May 26, 2015. This is the first time Mr. & Mrs. [redacted] have ever contacted us regarding any discomfort or issue with their Sleep Number bed. The Customer Service Representative advised Mrs. [redacted] that we could send her two air chamber lifts (at no charge) that are easy to install. Mrs. [redacted] was very argumentative and was not interested in any "Band-Aid."
Mr. & Mrs. [redacted]'s 20-Year Limited Warranty does state,
"What is not covered:
Conditions arising from normal wear and tear. (Conditions arising from normal wear and tear include, but are not limited to: mattress cover compression, foam compression, or discoloration of components.)
Damage from tampering with any component or from opening the Firmness ControlTM System.
Damage from misuse or abuse of the warranted product or component.
Damage from laundering or dry-cleaning.
Acts of God, such as but not limited to lightening damage."
We're sorry, we cannot accommodate Mrs. [redacted]'s request for a refund or partial refund. Mrs. [redacted]'s complaint regarding a sagging in the middle sensation can be addressed if she is calls us again at [redacted], and is willing to calmly discuss her concern.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/03/04) */
March 4, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. [redacted].
Our records indicate that Mr. & Mrs. [redacted] purchased a Sleep Number(r) i8...

Queen Mattress & Modular Base ($3,084.13 with tax included), a Total Protection Mattress Pad ($186.99), two Specialty Pillows ($42.52) and Home Delivery Service ($191.42) at one of our retail stores on January 19, 2015. Mr. & Mrs. [redacted] paid $3,505.06 for their purchase using a Synchrony financing plan. Mr. & Mrs. [redacted]'s mattress and base were delivered on January 23, 2015, the Total Protection Pad was received at the store and the Pillows were shipped via UPS.
Our Sales Professionals are expected to provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our products. Our Exchange and Return Policy and 25-Year Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register, and the return policy is printed on all printed sales literature advertising the respective products. All policies, the terms and conditions of sale and the limited warranty are available to anyone interested and we invite all prospective customers to read them, ask questions and understand them before making a purchase. Mr. [redacted] did sign their 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 (800-472-7185) to obtain a Return Merchandise Authorization (RMA) number before returning the bed to us. Once your authorized return has been completely received by us in a good and sanitary condition, we will reimburse the full purchase price of the items being returned less shipping or Home Delivery Service Setup fees. Refunds will be issued to the original method of payment within approximately 21 days. Unauthorized returns will be destroyed and no credit given. You are responsible for the risk of loss and for shipping fees for returning or exchanging any product. Home Delivery Return Services are available at an additional cost.
Sleep Number(r) Bedding Collection Return/Exchange Policy: Bedding Collection products cannot be returned for a refund. Within 30 days of receiving your Bedding Collection product, you may exchange a product for a different Bedding Collection purchase. Exchanges will only be allowed 1-time per item purchased. You must provide proof-of-purchase."
On February 13, 2015, Mr. & Mrs. [redacted] called our customer service requesting authorization to return their mattress and base and were provided 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. & Mrs. [redacted] chose Home Delivery Return Service and understood that $199.99 would be deducted from their refund. The charges and refund were fully explained in detail.
Mr. & Mrs. [redacted]'s mattress and base are scheduled to be picked up on March 6, 2015. Upon receipt, their Synchrony account will be credited for $2,884.14. Mr. & Mrs. [redacted] did exchange their bedding at the store and was credited for $181.73 on February 15th.
We're sorry, we cannot accommodate Mr. & Mrs. [redacted]'s request for any additional refund. We're sorry the mattress and base did not work out for Mr. & Mrs. [redacted] and wish them well.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 13, 2016/01/28) */
January 27, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We're sorry for the delays Mr. & Mrs. [redacted] experienced in reaching out to our...

company regarding their order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed their order. We understand that this was a tremendous inconvenience and appreciate their patience.
Mr. & Mrs. [redacted]'s Sleep Number Sleep Number(r) FlexTop King i8 and FlexTop King FlexFit2,Stone, 2 Remotes were delivered December 14, 2015.
On December 17, 2015 an order was placed to upgrade the FlexTop King FlexFit2, Stone, 2 Remotes to the FlexTop King FlexFit3, Stone, 2 Remotes at no additional charge.
On January 8, 2016 the FlexTop King FlexFit3, Stone, 2 Remotes was delivered and the FlexTop King FlexFit2, Stone, 2 Remotes was returned.
On January 11, 2016 a Sleep IQ data issue was escalated to our technical support team. The issue is ongoing and Ms. [redacted] will be notified when a resolution has occurred.
On January 12, 2016 the FlexFit Headboard Brackets, TXL/Kg/Spl Kg were delivered. Mr. & Mrs. [redacted] can expect a call within the next 7 days to schedule the installation of the headboard brackets.
These appeasements are a token of our apologies and hope this helps ease some of the [redacted]'s frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 15, 2016/02/08) */

Our records indicate that Ms. [redacted] purchased a Full p5 Mattress, a Full FlexFit2 Adjustable Base on January 25, 2017.  The bed was delivered to her home on February 11, 2017 via our Home Delivery and Set-Up Service.  Ms. [redacted] opted to take advantage of our 60 month financing with 5.99%...

APR versus cash off her purchase.   Our Sales Professionals have a chart with approximate monthly payments based on the amount of the purchase.  These are approximates.  Ms. [redacted] contacted our Customer Service Center to get the amount of the monthly payment reduced and each time she called she was told she would need to contact Synchrony Financing.  We’re sorry, due to laws protecting consumers regarding personal financial information, Select Comfort cannot assist Ms. [redacted] with her Synchrony account.  We do not write the terms of the financing and cannot re-write the financing as she requested.  She asked that we make a financial appeasement to help lower her monthly payments and our Customer Service Representative explained that it would not lower her monthly payment but rather shorten the term of the loan.    We apologize if there was confusion over the approximate monthly payment.  In the spirit of good customer service we did make a financial appeasement towards Ms. [redacted]’ financing.  If Ms. [redacted] is still looking to lower her monthly payment, she would have to work directly with Synchrony for assistance.

Initial Business Response /* (1000, 13, 2016/01/26) */
January 26, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she experienced in reaching...

out to our company regarding her order for $8,273.40. We understand that this was a tremendous inconvenience. Ms. [redacted] elected to cancel her order. Her MasterCard was credited back $7,730.47 on December 30, 2015, and $451.17 on January 19, 2016, and the balance of $91.76 will be mailed tomorrow by check. We regret that we have lost Ms. [redacted]'s business due to our computer conversion and wish her well.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 15, 2016/02/04) */

December 26, 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 FlexTop King i8 Mattress with SleepIQ, a King FlexTop FlexFit1 Adjustable Base, and a set of legs to be delivered by our Home Delivery and Set Up Service.  The bed was delivered on December 17, 2016.     Ms. [redacted] called our Customer Service Center (CSC) on December 19, 2016 to return the bed because of a “mildew” smell.  Ms. [redacted] told our Customer Service Representative (CSR) that the technician was stuffed up and could not smell it but advised that the odor would dissipate over time.  It did not.  Our CSR explained she would replace the parts of the bed under warranty but the adjustable base was a final sale.  Our CSR never said that Ms. [redacted] would be “stuck with the mildew smelly bed or her credit was going to be ruined.”  Our CSR explained the adjustable base is a final sale item and when Ms. [redacted] said she wasn’t going to pay for it our CSR said that would affect her personal credit.  Our CSR offered to replace the parts and Ms. [redacted] said she wanted the whole bed replaced.   Our CSR explained she would replace the parts of the mattress but the adjustable base is a final sale, Ms. [redacted] started to personally demean our CSR and requested someone higher up.  Our CSR transferred the call to a supervisor.   Ms. [redacted] voiced her opinions of the prior rep and explained the “mildew” smell.   The supervisor offered to replace the mattress parts or take a return.  He explained the adjustable base was a final sale.   Ms. [redacted] said she was never told about the final sale.  The supervisor pointed out that she signed the Terms and Conditions of Sale acknowledging she understood the adjustable base was a final sale.  Additionally, she initialed at the disclaimer about the adjustable bases being a final sale (copy available upon request).  The supervisor explained again that the adjustable base can be used with any mattress and made two offers to help Ms. [redacted].  She asked the supervisor for his number and said she was going to explore other options.   Later the same day we received an email from the Tulsa store with approval from the Multi Store Leader to replace the mattress and adjustable base.  The order was processed and scheduled for delivery on December 23, 2016.  The bed was delivered, but a piece of the foam was cut uneven and needs to be replaced.  The Home Delivery technician called our CSC to place the order and our technicians will be going out to install the part once Ms. [redacted] receives it.     We believe that since Ms. [redacted] accepted getting the bed replaced she is no longer wanting a refund.  We consider this matter closed.   Best regards, Customer Advocacy Escalation Consultant

November 7, 2016   Revdex.com of Minnesota and North Dakota   Select Comfort Customer # [redacted]   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 King iLE Mattress, a King InBalance Layer, and two Classic Standard AirFit Pillows w/CoolFit Foam, and Home Delivery and Set-Up Service on November 25, 2011.  The mattress and layer were exchanged to California King on December 5, 2011.  The mattress was delivered in January of 2012.   June 9, 2016 Ms. [redacted] called in to our Customer Service Center (CSC) with air loss on one side of the mattress.  Our representative advised to swap the hoses and call us back in 48 hours with the results.  If the same side still leaks we will need to replace the chamber under the warranty and if it moves to the other side, we would need to replace the pump under the limited warranty.    July 27, 2016 Ms. [redacted] called in requesting someone come out and look at the bed.  Our representative explained troubleshooting and that we don’t really offer a troubleshooting service.   Our CSR again explained how the results of the troubleshooting tell us which part needs to be replaced and explained  Ms. [redacted] was covered at 64% under her limited warranty.  Ms. [redacted] said she needed to speak to her husband about placing the order and would call us back.   Mr. [redacted] called our CSC a few moments later stating his wife had just called in and was told she had to buy a pump.  He went on to say that he had swapped the hoses and now it seemed both sides were leaking.  Our CSR explained if both sides were leaking we recommend capping the chambers to see if they hold air. Our CSR explained the Mr. [redacted] was in the prorated portion of the warranty and that’s why there would be a fee.  Mr. [redacted] asked if he could ask for him when he calls back with the troubleshoot results and was told yes he could ask to speak with the same CSR.   On November 12, 2016 Mr. [redacted] called our CSC and stating when he swapped the hoses the air loss moved to his wife’s side.  Our CSR explained we would need to replace the pump under Mr. [redacted] limited warranty, started to place the order and the call dropped.  Mr. [redacted] called back in and the next CSR finished up the order.  Mr. [redacted] paid for the new pump with his MasterCard and the pump was delivered on November 4, 2016.   Based on the results of the troubleshooting we are confident the new pump will resolve the air loss issues.   We appreciate Ms. [redacted] business and want her to know we are always here to help should she ever have any questions or concerns.   Best regards, Customer Advocacy Consultant

Initial Business Response /* (1000, 5, 2015/02/13) */
February 13, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
On February 3, 2015, Mr. [redacted] exchanged his CoolFit Pillow for a different...

pillow and his Visa was credited $106.88 for the price difference. We sincerely apologize to Mr. [redacted] for any inconvenience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 18, 2015/11/09) */
November 9, 2015
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]'s complaint was resolved with mutual...

satisfaction on October 12, 2015.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 20, 2015/11/11) */
Dear Mr. [redacted],
Select Comfort Corporation has contacted me directly. They responded promptly after receiving my letter and we have resolved the issue as of this date. Thank you for you assistance in this matter. Revdex.com Compliant Case# [redacted] can be closed.
Sincerely,
[redacted]

July 29, 2017   Revdex.com of Minnesota & North Dakota             RE:  Ms. [redacted]   Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding he complaint of our customer Ms. [redacted]....

  Ms. [redacted] purchased a FlexTop King p6 Mattress w/SIQ, a FlexFit2 Adjustable Base and some accessory items on 1/19/15.  When the bed was delivered on 1/29/15, our technician called into our Service Center stating that Mr. [redacted] had set up the SIQ account and had all the passwords and that they would call back in once Mr. [redacted] returned home. The next contact with her was on 1/14/16 when we were notified the mattress pad had torn.  We placed an order to replace it.  3/21/16, we were contacted regarding the right side of mattress sliding and they were requesting a technician come out to the home to inspect.  No action was taken. On 7/8/17 she chatted in to register her SIQ account and was advised to call our Customer Service Center due to the age of the order.  She was advised that the account had already been set up and a password was created.  She advised it was not her email.  Our representative advised that we would need to work this on the back side and that we would reach out in 5-7 days.  Unfortunately, due to heavier than normal call volume, the call out was overlooked.  We’re terribly sorry for this and had one of our Innovation Team members call out to resolve.  A voicemail was left.   We can send a technician to look at the bed, but there is a cost involved for that service.  We recommend that she do the troubleshooting, which we can walk her through over the phone, and if we find that parts need to be ordered, we can replace them under the terms of her 25 Year Limited Warranty.  The parts would ship to the home via UPS and if she needs a technician to come out and install, she could set up that order when ordering the parts.  We look forward to working with her towards resolution.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 7, 2015/10/02) */
October 2, 2015
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 Sleep Number(r) 3000 Queen (Dual)...

Mattress and Modular Base, a Mattress Pad, a Mattress Protector and UPS Shipping at one of our retail stores eight years ago, on August 8, 2007. Mr. [redacted] paid $1,576.07 for his purchase.
Select Comfort's Limited Warranty at the time of Mr. [redacted]'s purchase, was a term of twenty years. The terms of the 20-Year 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.
On September 3, 2007, Mr. [redacted] called customer service to report an air loss concern in one of his two dual air chambers and opted to switch to a queen single air chamber, which we shipped to him at no charge.
On October 18, 2013, Mr. [redacted] called our customer service asking for the cost to switch back to the dual air chambers and was quoted a price. Mr. [redacted] also reported that he had missing segments on his tethered pump's hand-held display and was quoted a price to replace his whole pump to the now standard wireless pump with wireless remote. Mr. [redacted] declined to replace any parts at that time.
We are willing to make a one-time exception to Mr. [redacted]'s 20-Year Limited Warranty by replacing both his tethered pump and single air chamber to a wireless pump and dual air chambers, at no charge. We will not be replacing the mattress cover. Discoloration or stains is not covered under the limited warranty. This is a one-time exception and any future warranty issues will be strictly handled under the terms of her 20-Year Limited Warranty.
A wireless pump and two queen dual air chambers will be shipped to the address Ms. [redacted] has provided with her complaint and they will also receive email confirmation at the email address provided. The pump and dual air chambers will be delivered via UPS within 2-3 weeks. Email notification will be sent when the products ship and we recommend that they utilize the tracking numbers to watch for the delivery.
We are sorry that Mr. [redacted] and Ms. [redacted] are experiencing a warranty concern. Please feel free to contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 9, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We were just looking for a functional mattress without having to pay to replace parts that became defective with normal use conditions. The limited warranty should say two years, not twenty.
However, we are completely surprised by this response from the company. We are relieved that our issue was not only heard, but investigated and resolved. :-)
There really aren't many large companies that can say they listen to the consumer. Thank you. We are both impressed with Select Comfort.

Initial Business Response /* (1000, 8, 2015/12/21) */
December 21, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they have...

experienced in reaching out to our company regarding their two refunds. We understand that this has been a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted]'s two checks: $155.87 and $1,807.78 settled on December 3, 2015 and December 5, 2015, respectively.
Best regards,
Legal Correspondence Analyst