Select Comfort Corporation

Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted]. Mr. [redacted] worked with our Customer Advocacy Managers and they were able to move the pick-up of the bed to April 22, 2016.  A check for the full refund in the amount of $3610.47 was mailed to the address...

of record on April 23, 2016.  We’re sorry the bed did not work out for Mr. [redacted] and wish him well. Please contact me directly if you have any questions. Best regards, Customer Advocacy Escalation Consultant

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, 8, 2014/12/02) */
December 2, 2014
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, a Split King FlexFitTM 3 Adjustable Base, 2 Total Protection Mattress Pads, 2 Smart Sheets sets and Home Delivery Service (complimentary delivery & set up) at one of our retail stores on September 30, 2014. Mr. & Mrs. [redacted] paid for their purchase using a Synchrony financing plan. Mr. & Mrs. [redacted]'s mattress and adjustable base were delivered on October 9, 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. & Mrs. [redacted]'s salesperson contends that she made them fully aware of the terms and conditions of sale prior to purchase, including 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 November 10, 2014, Mrs. [redacted] called our customer service requesting authorization to return her bed and was reminded that their adjustable base is a non-returnable item, but she could return their mattress within the 100 Night In-Home Trial. Mrs. [redacted] claimed that she was not told of the no-return policy on her adjustable base. An RMA (Return Merchandise Authorization) was set up for Mrs. [redacted] and she was provided with the three return 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.
Mrs. [redacted] chose Home Delivery Return Service. Although Mr. & Mrs. [redacted] may not find their p5 Split King Mattress to their liking, their adjustable base is not defective in materials or workmanship. The adjustable base functions as intended and according to Mrs. [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.
We're sorry, we cannot accommodate Mrs. [redacted]'s request to authorize a return for refund of their King FlexFitTM 3 Adjustable Base. Mr. & Mrs. [redacted]'s p5 Split King Mattress was picked up on November 19th and their Synchrony Financial account was credited for $2,501.12 on November 20, 2014.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/01/21) */
January 21, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We hope Mr. [redacted] will accept our sincerest apologies for the delay in scheduling...

the delivery and set up of his two beds. Mr. [redacted]'s beds are being delivered today and we are providing a cash refund to his financed account as a token of our apologies.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2014/11/19) */
November 19, 2014
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Dr. [redacted].
Per Dr. [redacted]'s request, her order was returned. We hope Dr. [redacted] will accept...

our sincerest apologies for the frustration and inconvenience she has experienced with the delivery and the delay of her refund. I can assure you that the problems that occurred do not happen frequently and certainly should have been handled differently. This is not our normal mode of operation. Our mission at Select Comfort is to provide World-Class Customer Service and it is apparent that we fell short of that mark in this case.
Dr. [redacted]'s American Express card was refunded in full on November 12, 2014.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

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

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, 7, 2015/11/17) */
November 16, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
Our records indicate that Mr. [redacted] purchased one Sleep Number(r) i8 King...

Mattress and Modular Base, one CoolFit Pillow and UPS Shipping at one of our retail stores on July 6, 2014. Mr. [redacted]'s order totaled $4,123.26.
Mr. [redacted] completed a financing application at the store. HELPcard financing is an alternative financing plan that we offer when customers do not qualify for financing through Synchrony Financial. Mr. [redacted] was approved for a HELPcard Standard Revolving financing plan on July 6, 2014 and financed $4,000.00. The balance of $123.26 was paid with a MasterCard. Mr. [redacted]'s bed was delivered on July 14, 2014.
Customers approved for HELPcard financing receive a "HELPcard Terms and Conditions" sheet detailing all terms at the time of sale. HELPcard also includes the "HELPcard Terms and Conditions" with the first mailed billing statement to the customer, which is typically within 15 days after delivery.
On August 8, 2014, Mr. [redacted] called customer service to complain about the terms and high interest rate he discovered when he received the "HELPcard Terms and Conditions and Cardholder Agreement" with his first billing statement. We learned that the store salesperson was unsure whether or not Mr. [redacted] was given a copy of his "HELPcard Terms and Conditions and Cardholder Agreement" at the point of sale, so Mr. [redacted] was advised that he could return his bed for a FULL refund.
On August 22, 2014, Mr. [redacted] called customer service to say that HELPcard would not lower his interest rate, so he wanted to return. The Customer Service Representative (CSR) suggested that under the circumstances, we could provide him with a pay type change to a "HELPcard 12 Months Payments/Deferred Interest" plan. The CSR told Mr. [redacted] that it would not change the interest rate and he would have to pay it off within the 12 months, but it would give him more time. Mr. [redacted] asked the CSR if he would receive the new HELPcard Terms and Conditions in the mail, and the CSR advised he would. Mr. [redacted] accepted and was also provided with a credit of $100 plus tax = $105.86, as a token of our apologies.
Sleep Number would have still accepted a return for refund of Mr. [redacted]'s bed set if he did not agree with the terms and conditions of his new "HELPcard 12 Months Payments/Deferred Interest" plan, soon after the change. It has been now over a year since Mr. [redacted] received the new plan.
It is apparent that Mr. [redacted] did not read his "HELPcard Terms and Conditions." He defaulted on his agreement with HELPcard and has been charged interest according to that agreement. These types of terms are commonplace in today's commerce.
Sleep Number and HELPcard are separate companies. Due to federal laws protecting the privacy of consumer's financial information, HELPcard cannot provide or discuss our mutual customer's financial transactions or any other facts regarding their individual accounts. Sleep Number cannot effect Mr. [redacted]'s agreement with HELPcard. Mr. [redacted] can contact HELPcard directly at (877) 486-3442 with any questions.
Please contact me if you have any questions.
Best regards,
Legal Correspondence Analyst

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, 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, 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, 9, 2015/07/15) */
July 15, 2015
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) i10 Split...

King Mattress, a Split King FlexFitTM Adjustable Base, an Adjustable Base Bed Strap, a Lyocell Sheets set, a Total Protection Mattress Pad, four Pillows, and Home Delivery Service (complimentary delivery & set up) at one of our retail stores on May 26, 2012. Mr. & Mrs. [redacted]'s bed was delivered on June 14, 2012.
The reported issues are only on one side and only on Mrs. [redacted]'s side of the mattress. However, we have replaced the Sidewalls and added a Bolt Cap Kit with free Installation (ordered 12/31/12); replaced the Foam Base Pad (ordered 1/8/13); the Memory Foam Topper Pad (ordered 1/22/13); the Cover (entire mattress shell), and added a Shark Bite Clamps Kit (to doubly secure mattress to base) again with free Installation (ordered 1/30/13 and installed on 4/4/13).
The sliding of the mattress on one side of the adjustable base is likely the result of dragging the Cover when entering and exiting the bed. This condition will just continue to repeat even after parts are replaced or added. We asked Mrs. [redacted] to measure the width of the Cover on May 14, 2015 and the Cover dimensions showed it has not stretched.
While we certainly sympathize with Mrs. [redacted]'s medical condition, we do not manufacturer or sell medical equipment or hospital standard quality beds. While we encourage our customers to contact us with regard to any issues and are committed to maintaining the highest standards of customer satisfaction, we believe Mrs. [redacted] would be best served by sleeping on a mattress and base designed for her unique medical/physical needs and encourage Mrs. [redacted] to discuss her needs with her treating physician(s).
We will continue to honor Mr. & Mrs. [redacted]'s 20-Year Limited Warranty on their i10 Split King Mattress and a Split King FlexFitTM Adjustable Base, but we believe we have done all we can do to address this particular issue. We will not replace Mr. & Mrs. [redacted]'s mattress with a new or different model or a different size bed.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 11, 2015/07/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off and foremost WE DID NOT ORDER OR RECIEVE 4 PILLOWS!!!
I do not believe it is the way I get into and out of the bed as to why the pad slides off as much as six inches or more. I
was advised by my Sleep Apnea specialist to purchase any type of bed that had a comfort level and one I could raise the
head of it to breathe easier. ( By the way they have used the sleep number bed in our sleep clinic for a few year's now. I
have spoken to my specialist and he has advised me NOT to sleep in this bed any longer for my health I would be safer on
the floor)
I was also highly pressured into this bed by the so-called Sleep Specialist John [redacted] out of the Green Bay Wi. store.
After we had looked at the bed once this man called me at least every couple of days telling me how miserable I would be
with my back until I changed to the sleep number.. We would have gone with the single mattress to start with but John
[redacted] insisted if I was one who tossed and turned my spouse would feel every time I moved in the bed. (such as getting up
and going to the bathroom which I do several times I night)
Sleep Number has not taken me seriously since my first complaint. Which was made within a couple of months after we got
the bed. I have pictures of my spouses hand coming up and all the way thru the padding in several places. Now someone
please tell me why if your merchandise is so high quality is it full of gigantic tears within a couple of months.
I am not looking for a hospital quality bed (as you pointed out)I could have bought one of those for a much lesser price I
am sure than what we payed for this piece of what I am calling over priced padding NOTE[redacted]cheap garbage.
I do not believe what you try and get tested for in the Sleep number Stores are the same quality as you recieve in your
home purchase. They swap it with much cheaper materials, as we noticed the comfort level was not nearly the same after a
couple of days of sleeping on the actual bed. We figured that was because our bodies hadn't adjusted yet.
I am So tired of not being taken seriously by Sleep Number and I don't think they should get away with baiting and
switching coustomers like this (my own opinion). They have never taken me serious in my complaints other wise they would
have offered me a solution other than swapping the same pads out back or doing whatever they claim they've done when I
kept complaineing. They have ignored my pleas for assistance and have at time been quit rude I was quit rude as well.
I am no longer sleeping in this bed I am affraid I am going to fall out and break my bones. Instead I sleep in our spare
bedroom on the mattress we had previously to buying sleep number or on the new sofa we bought. I can not find any comfort
what so ever in the Sleep number bed any more. I wake up hardly able to move for hours at a time. My back ache has started
to improve ALREADY just by going back to my old bed.
I feel this should have been looked into much more seriously than it had been. I don't care that it only occurs on my side
of the bed. If what they had replaced or what ever had not cleared the problem I feel something a whole lot more should
have been done to figure out just what the problem was deep down. Poor workmanship has been known to happen in products
and I believe this is the problem with my bed.
I am just absolutly sick about Sleep Number still refusing to offer a resolution and I am now stuck with a nearly
$8,000.00 bed which I can not sleep on and has now separted me from sleeping in the same room with my hubby. There has to
be another solution and I will be looking into contacting the Attorney Generals office with my complaint next. I feel we
spent far to much money for me to just drop the whole thing. We are not rich by a long shot!! I am tired of not being
heard!

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, 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

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, 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

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, 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, 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

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