Select Comfort Corporation

March 30, 2016 Revdex.com of Minnesota & North Dakota RE:  Mr. and Mrs. [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customers, Mr. and Mrs. [redacted]. Our records indicate that Mr. and Mrs. [redacted]...

purchased a 5000 King Mattress and Base Set at one of our retail stores on September 3, 2005. Mr. and Mrs. [redacted] called in to our Customer Service Department on February 19, 2014 stating the zipper was broke on the cover for their mattress.  We replaced their cover under the terms of their 20 Year Limited Warranty. Ms. [redacted] next called out Customer Service Department on March 25, 2016.  This time she stated that she needed a new remote and cover.  Ms. [redacted] was given her prorated replacement cost under her limited warranty terms and felt it unfair.  Due to their purchase date, Mr. and Mrs. [redacted] are covered at 40% under the limited warranty terms. Please understand that we have an obligation of fairness to maintain for all of our customers. 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. Replacement component parts are guaranteed from manufacturer defects up to 30 days from the customer receiving the component part.  If there is a defect after the 30 days, the warranty coverage will revert back to the original warranty. Ms. [redacted] spoke with a Supervisor and in the spirit of good customer service, we offered to make an exception and cover 50% of her out of pocket replacement costs in addition to covering the shipping. Ms. [redacted] declined the offer and stated she was going to the Revdex.com. We will hold this offer for Mr. and Mrs. [redacted] until April 24, 2016 should they change their minds. We will not accommodate Mr. and Mrs. [redacted]’s request to replace the entire bed at no cost. Best regards, CS Correspondence Manager  [redacted]

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

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, 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, 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, 5, 2014/10/15) */
October 15, 2014
Case # XXXXXXXX
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) i8 Split...

King (SK) Mattress, a King FlexFitTM 2 Adjustable Base, two Total Protection Mattress Pads, one Smart Classics Blanket, one CoolFit Contour Pillow, one SK Smart Classic Sky Sheets set, one SK Smart Classics Midnight Sheets set, one King Smart Classics Duvet set and Home Delivery Service (complimentary delivery & set up) at one of our retail stores on August 2, 2014. Mr. & Mrs. [redacted]'s i8 Split King (SK) Mattress and King FlexFitTM 2 Adjustable Base were delivered on August 16, 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. Mrs. [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 will be authorized or accepted."
On September 29, 2014, Mrs. [redacted] called our customer service requesting to exchange their i8 Split King Mattress for a p6 King Mattress, which was just delivered on October 9, 2014. Please note that the terms and conditions of sale also state, "The 100 Night In-Home Trial Policy does not apply to the purchase of Sleep Number(r) bedding collections or to any mattresses, bases or sets received in exchange under an original 100 Night In-Home Trial purchase."
We are delighted that Mr. & Mrs. [redacted] chose to exchange their mattress rather than return it. We also exchanged their Split King mattress pads and sheet sets for the regular King size.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2014/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sleep Number sent me the wrong mattress that I had discussed with the sales man at the time of the purchase. I did not want the split king mattress, instead I wanted the flex top king. we clearly discussed this with them at the time of the purchase. Since I don't sell sleep number beds for a living I thought that was what it was called on the bill slip. We were also sold the cover pads for the mattress (sales mans idea) which I found out later from customer service that they block the temperature control feature on this mattress defeating the purpose on why we choose to go with the i8 type mattress. This is why sleep number exchanged the sheets and cover due to there mistake. Now im stuck with a frame that's horrible. I did not see this terms posted on the wall of the store and the sale man informed me that everything could be returned within the trial period. I am discussed with sleep number for not fixing a mistake on there part, and leaving a customer with an 3,000 dollar frame ("just the basic") that's broken and makes all sorts of noises when you get into bed. Since I also received the wrong mattress, I also received the wrong frame. Returning the mattress would only leave me with an expensive broken frame I cant use on any other mattress. This whole purchase was a mistake. I should have never bought anything from a company who could care less about the satisfaction of their customers.
Final Business Response /* (4000, 11, 2014/10/28) */
October 28, 2014
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mrs. [redacted].
Mr. & Mrs. [redacted]'s bedding was exchanged from the Split King size to the regular King size, so the bedding would fit their new p6 King Mattress. If Mr. & Mrs. [redacted] are experiencing any issues or have any questions regarding their p6 King Mattress or King FlexFitTM 2 Adjustable Base, we encourage them to contact our customer service at XXX-XXX-XXXX.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

November 29, 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].   Our records indicate...

that on December 8, 2012 Mr. [redacted] purchased a p5 Queen Mattress and Modular Base and a Standard Down Alternative Medium Firm Pillow to be delivered via UPS.    Mr. [redacted] called our Customer Service Center (CSC) on December 14, 2012 and advised he received a dual chamber mattress and that he wanted a single chamber.  Our Customer Service Representative (CSR) replaced the air chamber and the pump system.   December 30, 2013 Mr. [redacted] went to the store to exchange his pillow opting for a Firm-Extra Firm vs. the Medium Firm he originally purchased.  The Firm-Extra Firm pillow was received in store.  On January 8, 2013 Mr. [redacted] called in to return the new pillow.  Due to confusion over the no return policy on our Bedding Collection items, we agreed to take a return.   On September 28, 2016 Mr. [redacted] called our CSC and stated that one side of the bed was higher than the other.  Our CSR verified that there was no air loss and advised that Mr. [redacted] look inside the mattress and check for compression of the topper pad and call us back once he’s done so.  Mr. [redacted] agreed to do that and call us back.   Mr. [redacted] emailed us on September 30, 2016 and stated one side of the mattress was higher than the other.  Our CSR responded to the email sending troubleshooting instructions to help us figure out if it was the topper pad or the mattress cover and advised to call back with the results so we could order anything that needed to be replaced.   On October 6, 2016 Mr. [redacted] called our CSC and said he had done the required troubleshooting and based on the results our CSR replaced the topper pad under Mr. [redacted]’s 20 Year Limited Warranty and shipped the part to him UPS.  The topper was delivered on October 11, 2016.   October 17, 2016 Mr. [redacted] emailed in requesting a callback.  The call out was placed on October 18, 2016 and a voicemail was left to return our call.  On October 27, 2016 we called again and left another voicemail.  October 30, 2016 our CSR called out to Mr. [redacted] and advised we sent him a new air chamber.    Mr. [redacted] called our CSC and spoke with a Customer Service Manager on November 28th, 2016 stating he was still having comfort issues even with the new foam and air chamber.  Our CSM believed it was the mattress cover that was causing the issue and made an exception to replace one time only at no cost due to the frustration Mr. [redacted] endured trying to resolve his issue.  The mattress cover will be shipping to Mr. [redacted] and our CSM has an open ticket for Mr. [redacted] and will reach out to him to make sure everything is as it should be shortly after the part has been received.  We are confident that this issue will be resolved once the cover has been installed.       Best regards, Customer Advocacy Escalation Consultant

March 21, 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].

Our records indicate that Mr. [redacted] purchased a 5000 Split...

King Mattress and two Twin XL Precision Comfort Adjustable Bases on November 23, 2005.
Mr. [redacted] contacted our Customer Service Center on August 21, 2009 stating his mattress was hanging over the edge. At the time of the call, he was not at home to troubleshoot the issue. He was advised to check the cover for tears where it bolts to the adjustable base. Mr. [redacted] was advised that he was covered at 68% under his 20 Year Limited Warranty and given a price quote to replace the cover. Mr. [redacted] said he would call back after checking. That's the last we heard from Mr. [redacted] until he called our Customer Service Center on March 19, 2016.
Select Comfort most definitely stands behind our products, which is why we have the Limited Warranty in play for our customers. Mr. [redacted] is currently covered at 40% under said warranty; he would be responsible for the remaining 60%.
Mr. [redacted] was aware of how his Limited Warranty worked back in 2009. We will replace any defective parts under the terms of his Limited Warranty. Please understand that Sleep Number has an obligation of fairness to maintain for all of our customers and we cannot make Mr. [redacted] an exception to this obligation.
Best regards,
CS Correspondence Manager

Initial Business Response /* (1000, 5, 2015/05/26) */
May 26, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We hope Ms. [redacted] will accept our sincerest apologies for the poor experience she had...

with our company. This is not our normal mode of operation and certainly should have been handled differently.
As of May 19, 2015, Ms. [redacted] has received a full refund to her credit card and to her financed account, as well as a check mailed for the damage to her walls.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

July 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]. In regards to the rejection of our response to complaint [redacted], our position remains the same.  June 19, 2017 [redacted] advised they would contact the company the claim was sold to let them know of the error and send 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, 8, 2015/12/23) */
December 23, 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 company regarding the delivery of parts. Ms. [redacted] has now received the necessary components, so we can schedule the installation of them. Ms. [redacted] will receive a call today to schedule a convenient date for our assembly technicians to visit. We understand that this has been a tremendous inconvenience and appreciate her patience.
Best regards,

Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 15, 2016/01/11) */
I want to add more information to this case, but you closed it on me before I could reply.
I have been delaying my reply to see the results of the promised visit by a repairperson. The person finally came at the end of last week, but the parts that were shipped were the wrong parts, so the problem remains. I tried to call the merchant's customer service this morning, but they hung up on me after keeping me on hold for one hour and 50 minutes.
In spite of your premature closing of this account, I still am left hanging. Is there any help that you are willing to offer me, or is Revdex.com hanging up on me also?
Final Business Response /* (1000, 21, 2016/02/01) */
January 28, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
The correct parts were delivered via UPS on January 20, 2016. Our Home Delivery technician requested we replace Ms. [redacted]'s adjustable base, which is now scheduled for delivery February 10, 2016. Ms. [redacted] has also spoken to a Customer Service Advocacy Manager regarding an extension on her trial period. Again, we understand that this has been a tremendous inconvenience and appreciate Ms. [redacted]'s patience.
Best regards, Legal Correspondence Analyst
Final Consumer Response /* (3000, 23, 2016/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The facts listed by the business are correct. We are still waiting to see if the next repair on 2-10 solves the remaining problems. The bed still does not feel sturdy or comfortable.

Initial Business Response /* (1000, 11, 2016/01/22) */
January 21, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Lt. [redacted].
We're sorry for the delays Lt. & 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. Lt. & Mrs. [redacted]'s E-King p5 Mattress & Modular Base were delivered on December 29, 2015. We understand that this was a tremendous inconvenience and appreciate their patience. We are crediting their MasterCard for the cost of the bedding, $269.97 plus an additional $100.00 as a token of our apologies. We hope this helps ease some of his frustration.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2016/02/03) */
February 3, 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 recent bed order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed Mr. [redacted]'s order. We understand that this was a tremendous inconvenience and appreciate his patience. Mr. [redacted] elected to cancel his order and the purchase price was refunded back to Mr. [redacted]'s Synchrony Financial account and a check. Mr. [redacted] should expect to receive that check within the next 2 weeks. We regret that we have lost Mr. [redacted]'s business due to our computer conversion.

Best regards,

CS Correspondence Specialist

Initial Business Response /* (1000, 5, 2015/01/09) */
January 9, 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) i8 King...

Mattress & Modular Base ($3,699.98 + $259.00 tax = $3,958.98), one Total Protection Mattress Pad ($153.99 + $10.78 tax = $164.77), two Euro Square Pillows ($27.99 + $1.96 tax = $29.95), ), one Smart Classic Wheat Throw ($27.99 + $1.96 tax = $29.95), ), two Cotton Pillow Protectors ($20.99 + $1.47 tax = $22.46) and Home Delivery & Set-up Service ($179.99 + $12.60 tax = $192.59) at one of our retail stores on November 8, 2014. Mr. & Mrs. [redacted] paid a total of $4,398.70 for their purchase.
Mrs. [redacted] called our customer service on December 2, 2014, requesting to return their mattress and base. The Customer Service Representative provided them with the three different return shipping options:
"Home Delivery Return Service
Home Delivery Technicians come to your home, disassemble the mattress and/or foundation, package, insure and return ship it to Select Comfort - $199.99. The cost for this service is deducted from your refund. Initial Home Delivery Service charges will not be refunded in the event of a return.
ARS (Authorized Return Service) UPS Pre-paid Return Shipping Labels
ARS Labels are only valid in the continental US. The customer is mailed return pre-paid shipping labels at $29.99 per package (price includes insurance). You will disassemble the bed, package it and it drop off at any authorized UPS The cost of the labels is deducted from your refund.
Return Shipping Labels
You are mailed return shipping labels. These labels can be used with the carrier of your choice. You are responsible for all costs associated with shipping the bed."
Mrs. [redacted] chose Home Delivery Return Service, but claimed that the store personnel had quoted her a $90.00 cost to return.
Mr. [redacted] did sign their Customer Order (available upon request) acknowledging that he understood the terms and conditions of sale, which included:
"Returns: No unauthorized returns are allowed. If you are returning your mattress, base or set purchase under the 30 Night In-Home Trial policy, you must contact our Customer Service Center ([redacted]) to obtain a Return Merchandise Authorization (RMA) number before returning the bed to us. Once your authorized return has been completely received by us in a good and sanitary condition, we will reimburse the full purchase price of the items being returned less shipping or Home Delivery Service Setup fees. Refunds will be issued to the original method of payment within approximately 21 days. Unauthorized returns will be destroyed and no credit given. You are responsible for the risk of loss and for shipping fees for returning or exchanging any product. Home Delivery Return Services are available at an additional cost."
The cost of the initial UPS Shipping or Home Delivery & Set-up Service is non-refundable. Home Delivery Return Service (disassembly, packaging, shipping and insurance) at $199.99, is not a complimentary service. We have an obligation of fairness to maintain for all of our customers and we cannot accommodate Mr. & Mrs. [redacted]'s request for free Home Delivery Return Services.
Mr. & Mrs. [redacted]'s Sleep Number(r) i8 King Mattress & Modular Base were picked up on December 10, 2014 and a check for $3,848.99 was mailed to them on December 11th. We're sorry the Sleep Number bed did not work out for Mr. & Mrs. [redacted] and wish them well.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2016/03/14) */
March 14, 2016
RE: Ms. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
According to our records, Ms.[redacted] purchased a Queen i8 Mattress and...

Queen FlexFit2 Adjustable Base on October 14, 2015. The bed was delivered by our Home Delivery Team on January 4. 2016.
Mr. [redacted] called our Customer Service Department on January 11, 2016 to set up the return of the bed stating he was uncomfortable. Our representative offered suggestions for finding the right sleep number as well as offered additional foam for comfort. Mr. [redacted] declined wanting to return the bed. Per the Terms and Conditions of Sale, a return can be set up after having the bed in home for 30 days and prior to the end of the 100 Night In-Home Trial Period.
On February 29, 2016 Mr. [redacted] called our Customer Service Department to set up the return. Our representative again tried to help with his comfort issues offering no cost comfort solutions, but he declined again wanting only to return. Our representative explained the different options for returning the product. When our representative explained that the Adjustable Base was a final sale a female started swearing in the background and said she was going to put it on all over social media. The representative also advised that the Adjustable Base could be used with other mattresses.
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 our products. Our Exchange and Return Policy and 25-Year Limited Warranty are available on our website, the Terms and Conditions of Sale are displayed in our stores at each cash register, and the return policy is printed on all sales literature advertising the respective products. The Sales Professional went over the Terms and Conditions of Sale and the paperwork is signed and initialed at each disclaimer relative to the products purchased including the following:
"The FlexFit1, FlexFit2, and FlexFit3 Adjustable Bases are not covered under the Sleep Number 100 Night In-Home Trial Policy. All sales of FlexFit1, FlexFit2, and FlexFit3 Adjustable Bases and/or Surround Silhouettes are final. No returns or exchanges will be authorized or accepted."
We will not be able to accommodate Ms. [redacted]'s request to return her FlexFit2 Adjustable Base and are sorry that the mattress did not work out for her.
Best regards,
CS Correspondence Manager
Initial Consumer Rebuttal /* (3000, 7, 2016/03/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When my husband called to return the bed the associate argued with him and said that twe could purchase additional foam if wanted.. We refused. Then was told that. We had to use the bed. For at least thirty days before we could request a refund. So we did. When my husband. Call I was in. The background and upset and said that was crap. It was never told to us or explained about the base. The store never. Requested or told us to read the terms and conditions of the sale. We were never told we had to. Keep it 100 days. The person. On the phone. Said 30 and that's what we did. After they told us we couldn't return I spent quite a bit of time trying to find the info about the base on the website. It was almost impossible to find. I did say in the background I would put this on social media so people would be aware of this condition. I. Haven't done that as I thought they would consider. Our complaint as being an honest one.
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 follow up regarding the complaint of our customer, Ms. [redacted].
Our Sale 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. 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.
Our Exchange and Return Policy and 25-Year Limited Warranty are available on our website, 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. Ms. [redacted]'s Sales Professional went over the terms of sale and we have the signed paperwork showing that the conditions had been explained and understood.
The Adjustable Base was purchased for its ability raise and lower the head and feet. Ms. [redacted] can use other mattresses with that base and still utilize the desired functions. Again, we will not be able to accommodate Ms. [redacted]'s request to return her Adjustable Base and are sorry the mattress didn't work out for her. We consider this matter resolved.
Best regards,
CS Correspondence Manager

Initial Business Response /* (1000, 10, 2015/12/21) */
December 21, 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 company regarding the delivery of her order.
Ms. [redacted]'s remote control was delivered on December 16, 2015. We understand that this has been a tremendous inconvenience and truly appreciate her patience.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 11, 2015/12/30) */
December 30, 2015
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 refund. We understand that this has been a tremendous inconvenience.
Mr. [redacted] is questioning the $1079.07 he paid with his Visa on 8/9/15. We over-credited Mr. [redacted]'s Synchrony account by $882.89. Synchrony Bank deducted $16.67 in interest owed, leaving a balance of $866.22, which was mailed to him by check on December 3, 2015. The only amount that Mr. [redacted] paid was $196.18 ($179.99 + tax) for his initial Home Delivery & Set-up Service. So, $866.22 plus $16.67 plus $196.18 equals $1,079.07. As a token of our apologies, we are refunding Mr. [redacted] in full, so he will soon receive an additional $212.85.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2015/12/16) */
December 16, 2015
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. We understand that this was a tremendous inconvenience. Mr. [redacted]'s bed was delivered yesterday, December 15, 2015.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is an absolute insult. How could a reputable company think that it is okay to take over $7,000 from a customer for their product, deliver the product almost 30 days after original delivery date; not respond to why after several delivery dates being confirmed by them and then cancelled on the actual delivery date; and having on three separate occasions customer service representatives ensuring us that a management representatives would contact us directly, which never happened, expect that we are okay with this horrible customer service, and the company just saying, ...oh well, sorry for the inconvenience....! Not to even address any of the issues identified: multiple calls from their customer service validating delivery dates and after we changed our schedules twice, the deliveries were not made on two occasions as they had previously confirmed a few days prior; management's failure to call us and provide some type of explanation; not addressing a partial refund for their horrible service is unacceptable! Although our bed was delivered finally on 15 Dec 15, one of the remote controls was faulty and we were told by the delivery person that they would have to order a new remote and provided no timeline of when we would receive the remote. So after all this we still have not received what we paid for (remote needs to be replaced) in full, no compensation or explanation for horrible service, just sorry for the inconvenience. We want an explanation for this horrible service; the remaining equipment we have paid for; and compensation in the form of a 15% - 20% refund for this unacceptable service.
Final Business Response /* (1000, 15, 2016/01/05) */
January 5, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
Again, we sincerely apologize to Mr. [redacted] for the delays he experienced in reaching out to our company regarding his order and delivery. Mr. & Mrs. [redacted]'s bed was delivered on December 15, 2015. The new remote was delivered on December 20, 2015.
We understand that Mr. & Mrs. [redacted]'s bed was delivered 8 weeks after date of purchase on October 12, 2015. Because we were in midst of our company-wide computer conversion, we were informing our customers of the anticipated delay of delivery at the point of sale, but this was considerably longer.
As a token of our apologies, we have issued an appeasement credit to Mr. [redacted]'s credit card. We hope they are enjoying their new bed.
Best regards,
Legal Correspondence Analyst
Final Consumer Response /* (3000, 17, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We will accept a credit back to our credit card but we cannot say if this will be acceptable prior to knowing the amount of a proposed credit. Thanks you,

Initial Business Response /* (1000, 8, 2016/02/03) */
February, 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 recent bed order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed Ms. [redacted] order. We understand that this was a tremendous inconvenience and appreciate her patience. Ms. [redacted] elected to cancel her order and her entire purchase price was refunded. We regret that we have lost Ms. [redacted]'s business due to our computer conversion.

Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 10, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response of my experience not their normal mode of operation and company wide computer system conversion is a bold face lie. I was told EACH and EVERY TIME when I had to call that my delay was due to supplies not being in. Why are they hiding behind the computer system conversion story? I find their statement false and they are not fooling anyone. While I did receive my refund it only happened because I pushed to find out where my money was. This entire experience has opened my eyes to what TRUE customer service is and Select Comfort needs to return to the basics of business and treat people the way THEY would want to be treated. I hope my experience helps save someone else from wasting their time and money with this company.
Final Consumer Response /* (2000, 11, 2016/02/05) */

Initial Business Response /* (1000, 11, 2015/12/08) */
December 8, 2015
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 has experienced in reaching...

out to our company regarding the delivery of his bed.
Mr. [redacted]'s p5 King set is scheduled to be delivered on December 11, 2015. We understand that this has been an inconvenience and truly appreciate his patience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst