Select Comfort Corporation

Initial Business Response /* (1000, 10, 2016/01/04) */
January 4, 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 any delay she experienced in reaching out...

to our company regarding her warranty concerns.
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 ordered Ms. [redacted] a new pump (with remote) and a new foam topper pad at no charge as a one-time exception to her 20-Year Limited Warranty. The components will be delivered via UPS in the next 4-6 weeks.
We understand that this was a tremendous inconvenience and appreciate her patience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 12, 2016/01/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am grateful that they are sending me the foam mattress topper and box. But, I am 78 years old and my husband is 94 and we live in a senior community. I don't know anyone that can help me install these items. I was expecting someone from their store to come out and install these as I was told by A.J. the store manager, that he would have someone from the store come out and install these items and the mattress cover that I purchased. I would like to have the mattress cover and the foam put on my bed as I was promised by their employee. Thank you
Final Business Response /* (4000, 18, 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 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. We understand that this was a tremendous inconvenience and appreciate Mr. & Mrs. [redacted] 's patience.
On January 11, 2016 Ms. [redacted] requested we send our technicians to install warranty parts that had been delivered to their residence.
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. Ms. [redacted] did inform us on January 28, 2016 that she had someone install those warranty parts for her.
On January 28, 2016 we set up a trial return for the Mattress Cover, Total Encasement, King purchased November 19, 2015. A pre-paid return UPS shipping label was mailed to Ms. [redacted]. A refund of $136.13 will be credited back to their VISA ending in [redacted] within 2 weeks of receiving the Mattress Cover, Total Encasement, King. We hope this helps ease some of their frustration.
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 8, 2015/12/17) */
December 17, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. [redacted].
Our records indicate that Mr. [redacted] purchased a Sleep Number(r) p5 Queen...

Mattress, a Queen FlexFitTM 3 Adjustable Base, some bedding and Home Delivery Service at one of our retail stores on November 13, 2015. Mr. & Mrs. [redacted]'s mattress and adjustable base were delivered on November 21, 2015.
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. & Mrs. [redacted] went over the terms and conditions of sale in detail and Mr. Lamb signed their Customer Order (copy available upon request) as well as initialed the respective disclaimer, 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] did choose to return their mattress for a refund of $1,982.00 using our Home Delivery Return Service, which will be scheduled soon. We're sorry, we cannot accommodate Mr. [redacted]'s request for authorization to return their Queen FlexFitTM 3 Adjustable Base.
We're sorry the mattress has not worked out for Mr. & Mrs. [redacted] and wish them well.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2015/12/23) */
December 23, 2015
Case # [redacted] (previous case # [redacted])
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
Ms. [redacted]'s complaint was initially addressed on...

September 22, 2014. We're sorry that Ms. [redacted] is not sleeping comfortably. Ms. [redacted] might be a single-sleeper trying to sleep in between the two dual air chambers in her mattress. We can exchange her dual air chambers for a single air chamber (no need to exchange the pump) if she would like to call us at [redacted]. Please note that due to a company-wide computer conversion, shipping may take 4-6 weeks.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2016/02/08) */
February 8, 2016
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) Sleep Number(r)...

FlexTop King i10 Mattress, some bedding items and Home Delivery Service at one of our retail stores on November 20, 2015. She received a substantial discount using a Friends and Family coupon. Ms. [redacted] had received her mattress as of December 19, 2015.
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. The Sales Professional who assisted Ms. [redacted] went over the terms and conditions of sale in detail and Ms. [redacted] signed her Customer Order. (copy available upon request)
On January 7, 2016, Ms. [redacted] did call customer service to inquire about returning her mattress and we offered to waive the Home Delivery set up fee if Ms. [redacted] purchased a FlexFitTM 3 Adjustable Base. We also provided comfort suggestions and emailed SleepIQ information
On January 20, 2016, Ms. [redacted] did call customer service to inquire about returning her mattress. Our customer service agent explained items purchased with a Friends and Family coupon were final sale items. A supervisor also explained her mattress was non-returnable.
On February 2, 2016 a message was left asking Ms. [redacted] to contact us regarding her Revdex.com complaint.
On February 4, 2016 a message was left asking Ms. [redacted] to contact us regarding her Revdex.com complaint.
On February 8, 2016 a message was left asking Ms. [redacted] to contact us regarding her Revdex.com complaint.

Ms. [redacted] has not returned any of our calls to her. If Ms. [redacted] has questions regarding comfort or her product, we encourage her to contact us at [redacted].
Best regards,
CS Correspondence Specialist

August 25, 2017   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 a Split King i10 360 Smart Bed and a Split King 360 FlexFit 2 on May 18, 2017.  The order total was $8998.  Of that amount, $3998 was financed through Synchrony Financial and the remaining $5000 put on a Visa card.   August 21, 2017 Ms. [redacted] called out Customer Service Center to set up a return on the mattress.  She was aware that the adjustable base was a final sale.  Our Customer Service Representative set up the return.  Ms. [redacted] is scheduled to have the mattress picked up on 9/5/17.  Once the product has been scanned and checked in, we will process the credit.  Our CSR advised of the refund.  Per policy, the financing is paid first when issuing a credit for a return.  Ms. [redacted]’s Synchrony account will be credited $3998 and her Visa card $1808.40.  A total of $5806.40 for the return of the mattress. The remaining $3191.60 is for the adjustable base and the home delivery fees.   We are crediting Ms. [redacted] back for the return of the mattress, however, the loan must be paid first.  We do not have a way to change how the funds go back.   Best regards, Customer Advocacy Escalation Consultant

Final Consumer Response /* (2000, 6, 2016/02/12) */
February 12, 2016
I just received a call and a tracking number. My product is now in transit. I will update when package actually arrives.

Initial Business Response /* (1000, 7, 2014/10/21) */
October 21, 2014
Case # XXXXXXXX
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) p5 Split King...

Mattress, a Split King FlexFitTM 2 Adjustable Base, two TXL Total Protection Mattress Pads, an In-Balance Sheets set, an In-Balance King Pillowcase set and Home Delivery Service (complimentary delivery & set up) at one of our retail stores on July 7, 2014. Mr. & Mrs. [redacted] paid for their purchase using a GE Capital (now Synchrony) financing plan and their mattress and adjustable base were delivered on August 4, 2014.
Our Sales Professionals are expected to provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our products. Our Exchange and Return Policy and 25-Year Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register, and the return policy is printed on all printed sales literature advertising the respective products. All policies, the terms and conditions of sale and the limited warranty are available to anyone interested and we invite all prospective customers to read them, ask questions and understand them before making a purchase. Mr. [redacted] did sign their Customer Order Agreement (copy available upon request), acknowledging the terms and conditions of sale were fully understood; which included the following:
Adjustable Bases: The FlexFitTM 1, FlexFitTM 2, and FlexFitTM 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 [redacted] be authorized or accepted."
On August 29, 2014, Mr. [redacted] called our customer service requesting authorization to return both their mattress and adjustable base. Mr. [redacted] was reminded that their adjustable base is a non-returnable item, but that he could return their mattress within the 100 Night In-Home Trial. Mr. [redacted] claimed that he was unaware of the no-return policy. Mr. [redacted]'s call was transferred to a Supervisor who reiterated that their adjustable base was a non-returnable item, but did offer to authorize a return on the condition that Mr. [redacted] forfeits a $500 restocking fee and the Home Delivery Return Service fee of $199.99. Mr. [redacted] agreed. Mr. & Mrs. [redacted]'s p5 Split King Mattress and Split King FlexFitTM 2 Adjustable Base were picked up on September 10, 2014 and their Synchrony account was credited for $4,018.99 on September 11, 2014.
While we regret that Mr. & Mrs. [redacted] did not find their mattress to their liking, their adjustable base was not defective in materials or workmanship. The adjustable base functioned as intended and according to Mr. [redacted]'s calls, was free from defect. Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM Adjustable Bases and there are hundreds of adjustable friendly mattress designs available.
We're sorry, we cannot accommodate Mr. [redacted]'s request for a refund of the restocking fee or Home Delivery Return Service fee. We have set up a return on the two 9-Inch Leg Kits that were purchased at the store on August 7, 2014. Mr. & Mrs. [redacted] will receive two UPS pre-paid return shipping labels via email and U.S. Mail. Once confirmed receipt, we will credit their Synchrony account for $65.50. We're sorry the bed did not work out for Mr. & Mrs. [redacted] and wish them well.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 9, 2014/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They made no mention of the bed frame not being none returnable. If they had I would not have purchased the bed. Why would you purchase something that you may not like and have not be able to return said item. They made it sound like it was no problem returning the bed no questioned asked. I know that I did not read the fine print, but the way they explained everything was very misleading. I feel they were dishonest on how they made the sale pitch, which as a buyer you want to believe what they are saying. The manager agreed that the sales person did not mention any of this. They made it sound like it would cost nothing to return everything. I can understand not refunding the bed linen, but everything else should be refunded. I do not feel that I should be charged for their misrepresentation. The store is quoting its fine print, I feel that's a way to get out of this problem, I hope you understand my problem, they were misrepresenting everything. I really want to settle this.

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, Ms. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they experienced in...

reaching out to our company regarding their recent bed order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed Mr. & Mrs. [redacted]'s order. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted] elected to cancel their order. The full purchase price of their order will be refunded via check. We regret that we have lost Mr. & Mrs. [redacted]'s business due to our computer conversion.

Best regards,
CS Correspondence Specialist

August 19, 2016
 
RE:        Mr. [redacted]
Case # [redacted]
 
Dear Revdex.com:
 
Thank you for the opportunity to respond regarding the complaint
of our customer, Mr. [redacted].
 
According to our records Mr....

[redacted] purchased a p5 Queen Mattress
with SIQ and a Modular Base on August 14, 2016 at our Wellington Florida
store. 
 
Mrs. [redacted] (or Mr. [redacted] used her email) chatted in to our Customer
Service Center on August 15, 2016.  Mrs. [redacted]
stated that she saw something online that we were offering $100 off bedding if
purchased on line and wanted information on that.  The
following is an excerpt from the chat:
 
I placed an order in store and found a 100 worth of bedding
being given away if you order online
Andrew, 12:51pm
Hey [redacted].  We are not currently running a promotion that
offers free bedding.
[redacted], 12:51pm
$100 IN FREE BEDDING†with purchase of any mattress or mattress
set
if you scroll down on that page it says $100 in free bedding
with purchase
Andrew, 12:53pm
It does state: Offer valid at Queens, NY store only through
10/10/2016. Not valid online.  For this offer you will need to visit that
store.
[redacted], 12:53pm
that's exceptionally deciving
so you are saying I should cancel my order then?
Andrew, 12:58pm
I have not recommended cancelling your order I apologize for any
confusion.  However if you wish to cancel your order you will just need to
call our returns department at 800-472-7185.
[redacted], 12:59pm
no, your service thusly has recommended I cancel my order
Andrew, 1:00pm
I sincerely apologize for the confusion, I have not recommended
that you cancel your order.  I have however advised of who you can contact
if you make the decision to cancel your order.  Is there anything else I
can help you with today [redacted]?
[redacted], 1:00pm
you haven't helped with anything
 
Ms. [redacted] called on August 15, 2016 called our Customer Service
Center to discuss this.  Our
representative asked why she wanted to return and Mrs. [redacted] stated it was
because of the chat sessions her husband had with our Live Chat Team.  Our representative stated the current
promotion was actually $200 and she would update her discount from $100 to
$200.  And in the spirit good customer
service she offered to give her and additional discount for her experience. Mrs. [redacted] declined.  Ms. [redacted] was advised the order was canceled
and there would be no charges.  The representative
also made sure Mrs. [redacted] was aware that she would be getting something in the
mail from the finance company and assured there were no charges.
 
Mr. [redacted] came back into the picture harassing us via a chat and
then over social media. He wanted an email verifying his order was
canceled.  Our chat representative verified
the order was cancelled and advised Mr. [redacted] to print the chat for his
records.  Our chat team does not have the
ability to send an email and this was explained to Mr. [redacted] multiple
times.  Mr. [redacted] attacked our
representative personally because he couldn’t send an email. Our system does
not generate an invoice with the word cancelled on it.  It generates an invoice with the order
number, customer name and address, with no line items and a zero balance.   We thought that would suffice and it was sent
with an explanation.  Mr. [redacted] continued
to post on social media to the point we had to ban him.  Additionally, he has gone to Consumer
Affairs.
 
We made four calls to Mr. and Mrs. [redacted] to apologize and the calls
were never returned.  We’re sorry that
our systems do not generate the form of proof of cancellation that Mr. [redacted] was
looking for and wish him well. 
   
Best
regards,                             
Customer
Advocacy Escalation Consultant.

Initial Business Response /* (1000, 7, 2015/02/18) */
February 16, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. [redacted].
Mr. & Mrs. [redacted]'s complaint was discussed on February 6, 2015. Mr. &...

Mrs. [redacted] are in contact with our insurance company in regards to their damage claim. We sincerely apologize to Mr. & Mrs. [redacted] for the damage that occurred during the delivery of their bed and for any inconvenience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 11, 2016/01/20) */
January 19, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he experienced in reaching out...

to our company regarding his order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected his order and shipment. Mr. [redacted]'s bed was delivered on January 8, 2016. We have credited Mr. [redacted]'s financed account $193.49 for his Home Delivery Service, 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, 13, 2016/01/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They did what we asked of them, to make things right.

Initial Business Response /* (1000, 6, 2016/02/11) */
February 11, 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. [redacted] experienced in reaching out to our company...

regarding his order and trial return. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected his order and trial return. We understand that this was a tremendous inconvenience and appreciate his patience. Mr. [redacted] chose to return his Sleep Number(r) FlexTop King p5 and FlexTop King FlexFit2 adjustable base within his 100 Night In Home Trial. We refunded Mr. [redacted]'s Synchrony Financial account. We regret we have lost Mr.[redacted]'s business due to our computer conversion.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 13, 2016/02/22) */
Although I accept Sleep Number's final resolution, and have received all of my money back, bottom line is this. Sleep Number is the single worst company to deal with after you have bought their junk product. In the stores, it all looks and sounds awesome, and they make you feel very welcomed, and are quick to take your money. However, after you purchase, it is a completely different story.
After receiving their product (FlexTop King P5, and FlexTop King FlextFit2 bases) I quickly realized I had been duped, and sold possibly the worst bed in existence. It was nothing more than a couple of cheap air mattresses, held together by foam pieces. The first few nights sleeping on the bed were not great, and a few days later I was waking up with serious back pain - worse than with my old mattress. I tried several different sleep numbers and nothing worked. This was definitely not the same bed I tried in the store. I eventually gave up and went into our spare bedroom - on a normal mattress - and slept much more comfortably.
It took me almost 2 months to get a full refund back. Most representatives at Sleep Number hide behind their "new computer system" excuses, and also use excuses of having to fill out lots of forms to their back office to get a status report on anything. It seems that none of any of the different departments can figure out how to effectively communicate with each other, so the customer suffers. Be careful, because dealing with them will cause you to become extremely agitated, frustrated, irate etc........
Being an IT professional myself, and having implemented their exact ticketing tool (Siebel) in a Large Enterprise Environment, the fact that they are hiding behind the "new computer system" excuse repeatedly - tells me that either they are completely lying about everything, or their infrastructure is just as screwed up as their products, and they will eventually be forced to go out of business. No company can afford to produce such a substandard product and lose customers at this rate and stay in business.
If you are still reading this - stay away from Sleep Number. They are the single worst company I have ever dealt with and although there were a few representatives that took the time to work with me to ensure that I received my refund, overall my experience with Customer Service was horrible at best. I was hung up on, and was not treated like a customer at all. I would not wish dealing with their customer service in any way shape or form on my worst enemy.

Initial Business Response /* (1000, 8, 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 sincerely apologize to Dr. [redacted] & Ms. [redacted] for the delays they experienced in...

reaching out to our company regarding their bedding order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed Dr. [redacted] & Ms. [redacted]'s order. We understand that this was a tremendous inconvenience and appreciate their patience. We have appeased $[redacted] toward the cost of the Duvet Set, Smart Classics Print, Merlot, King as well as appeased Adjustable Base, Bed Strap, Plastic and Home Delivery installation as a token of our apologies.

Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 17, 2016/01/21) */
January 21, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they have experienced...

in reaching out to our company regarding their order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their order and delivery. Their bed is scheduled to be delivered tomorrow on January 22, 2016. We have applied three credits to their Synchrony account as a token of our apologies. We understand that this was a tremendous inconvenience and appreciate their patience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 19, 2016/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Delivery was cancelled. This bed and frame were charged (for no good reason) to the credit card ealy December. A fair response would be to start the 12 months no interest as of the day we actually receive the bed, if it ever happens. We were credited $140 for the portion of interest in December, but not for January. The last compensation was for a day I lost at work during the failed delivery January 8.

Initial Business Response /* (1000, 7, 2015/10/28) */
October 28, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
Ms. [redacted]'s damage claim was resolved and a check was mailed to him. He cashed...

the check on October 14, 2015.
We apologize to Mr. [redacted] for any inconvenience and wish him well. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 9, 2015/10/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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

to our company regarding his order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected his order and delivery. His beds were delivered on January 13, 2016. We understand that this was a tremendous inconvenience and appreciate his patience. We did apply an appeasement to his Visa as a token of our apologies.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2016/01/15) */
January 15, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Dr. [redacted].
We are so sorry for the numerous delays Dr. & Mrs. [redacted] experienced in reaching...

out to our company regarding their complete delivery. We understand that this was a tremendous inconvenience and cannot express the depth of our sincere apologies. The Full Adjustable Base was delivered to Dr. & Mrs. [redacted] on January 6, 2016. We hope the appeasements helped ease some of their frustration.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2016/01/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/06/17) */
June 17, 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) p5...

Queen Mattress (with SleepIQ) & Modular Base ($2,434.13 with tax included), a Total Protection Mattress Pad ($232.82) and Home Delivery Service ($190.50) at one of our retail stores on February 16, 2015. Mr. & Mrs. [redacted] paid $2,857.45 for their purchase using a Synchrony financing plan ($1,857.45) and a Visa credit card ($1,000). Mr. & Mrs. [redacted]'s bed was delivered on February 27, 2015 and the mattress pad was shipped via UPS.
At the time of the purchase, customers have the option of shipping via UPS (customer assembles the bed themselves), or Home Delivery & Set-Up Service at $179.99 plus tax. Our web site, videos and all published sales literature clearly states that customers are also responsible for return shipping costs.
On April 4, 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.
The cost of the Home Delivery & Set-up Service of $179.99 (plus tax) is non-refundable. Home Delivery Return Service (disassembly, packaging, shipping and insurance) is not a complimentary service. It is common for services involving the high cost of fuel, paid labor, and convenience, to be priced accordingly. Mr. & Mrs. [redacted] chose Home Delivery Return Service and understood that $199.99 would be deducted from their refund.
Mr. & Mrs. [redacted]'s bed was picked up on May 4, 2015. Their Synchrony was credited for $1,857.45 and their Visa was credited for $376.69 on May 5th. Mr. & Mrs. [redacted] received a credit for $232.82 for their mattress pad on June 3rd.
We're sorry, we cannot accommodate Mr. & Mrs. [redacted]'s request for Home Delivery Services. We're sorry the bed did not work out for Mr. & Mrs. [redacted] and wish them well.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sleep number's customer service was horrible. The fact I had to continuously call regarding my refund is unacceptable. The rerun policy was not explained and the return shipping options were also not explained. I deserve a full refund because of the hassle sleep number's customer service or lack there of provided.

Initial Business Response /* (1000, 8, 2016/02/02) */
February 2, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We appreciate the service Mr. [redacted] has provided to our country and sympathize...

with the disability he suffered.
Our records indicate that Mr. [redacted] purchased a Sleep Number(r) P6, Queen, Matt for Adj Base, Dual Chamb and Queen FlexFit3, Stone, 1Remote., some bedding items, and Home Delivery Service at one of our retail stores on August 08, 2015. Mr. [redacted] had received his mattress and adjustable base on August 20, 2015.
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. [redacted] went over the terms and conditions of sale in detail and Mr. [redacted] signed their Customer Order (copy available upon request) as well as initialed the respective disclaimers, 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."
According to our records, On October 31, 2015 Mr. [redacted] opted to return his mattress and pay for our Home Delivery return service. An exception was made at that time to allow Mr. [redacted] to return his adjustable base with a restocking fee of $300. Mr. [redacted] agreed to this stipulation and his mattress and adjustable base were returned on November 12, 2015. A refund was applied to his financing account November 17, 2015.
As an exception has already been made for Mr. [redacted] we are not able to honor his request to provide additional monies for his frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 10, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I mentioned in my original complaint. Although I feel that the restocking fee is exorbitant, I am willing to accept that. However, I still feel that they should pay me the difference in the $862 that I paid them and the $658 they require for the delivery, the restocking and the return shipping. That comes to $204.00
I would agree to settle for that.
Thank you,
[redacted]

Initial Business Response /* (1000, 8, 2016/01/27) */
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 Ms. [redacted] experienced in reaching out to our company...

regarding her order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed her order. Ms. [redacted]'s Split King M7 Mattress & FlexFit 2 Adjustable Base were delivered on January 13, 2016. We understand that this was a tremendous inconvenience and appreciate her patience.
Best regards,
CS Correspondence Specialist