Select Comfort Corporation

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

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

February 20, 2017   Revdex.com of Minnesota & North Dakota   RE:        Ms. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].  ...

Our records indicate that Ms. [redacted] purchased a c4 Queen Mattress, Modular Base, Home Delivery Set-Up Service, and some accessories on January 7, 2017. The mattress was delivered via our Home Delivery Team on January 20, 2017.   Ms. [redacted]’s boyfriend called our Customer Service Center (CSC) on January 11, 2017 and asked if the Home Delivery technicians would remove the current mattress and our Customer Service Representative (CSR) explained they would.    February 5, 2017 Ms. [redacted] emailed us that she wanted to return the bed.  Our CSR explained the return options and advised she would have to call in to set up the return as returns cannot be processed via email.  Ms. [redacted]’s boyfriend called our CSC on February 6, 2017 to return the bed due to back pain.  Our CSR explained that we recommend having the bed in the home for 30 days prior to returning as our mattresses can take a while to adjust to.  Our CSR advised to call after February 18, 2017 and went over the return options.   Ms. [redacted]’s boyfriend said he would use the prepaid UPS labels ($29.99 per label) to send the mattress back.  He thanked our CSR for his help and said he would call back to set up the return.  As of yet, we have not gotten a phone call from Ms. [redacted] or her boyfriend.    Ms. [redacted] signed the Terms and Conditions of Sale (copy available upon request) acknowledging that she read and agreed to the terms including the following disclaimers:   Shipping and Delivery:  Comfort Service Home Delivery is available on selected products in selected areas.  Shipping and delivery fees are non-refundable  and do not include any return shipping/delivery service which is available for an additional charge.  Comfort Service Home Delivery outside our standard delivery areas may be available for an additional charge.   Returns:  Any permissible return must first be authorized by us.  No unauthorized returns are allowed.  Contact he Sleep Number Customer Service Center at ###-###-#### to obtain a Return Service Order (RSO) number before returning any product to us.  Once your authorized return has been completely received by us in good and sanitary condition, we will reimburse the purchase price of the items being returned less any return shipping/delivery fees.  Refunds are issued to the original method of payment within approximately 21 days.  Unauthorized returns will be destroyed with no refund or credit given.  You are responsible for the return shipping/delivery fees associated with returning or exchanging any product to us.  The full retail value of any gift-with-purchase promotional items will be deducted from any return refund unless such promotional items are also returned unless prohibited by law.   We’re sorry the bed is not working out for Ms. [redacted] and are still willing work with her to gain comfort. We do offer comfort suggestions and will customize at no cost to ensure our customers experience the best sleep possible.  Ms. [redacted] and her boyfriend did not take us up on the offer of a comfort kit.  The 100 Night In-Home Trial ends on April 30, 2017.  If Ms. [redacted] truly wishes to return the bed, she would need to contact us prior to that date.         Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 7, 2015/10/08) */
October 8, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
Our records indicate that Mr. [redacted] purchased a Sleep Number(r) i8 FlexTop King...

Mattress, a King FlexFitTM 1 Adjustable Base, a Total Protection Mattress Pad, a Smart Classic Sheets set, two Down-Alternative Pillows and Home Delivery Service at one of our retail stores on April 1, 2015. Mr. & Mrs. [redacted]'s mattress and adjustable base were delivered on April 13, 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 "Terms and Conditions of Sale" states,
"100-Night In-Home Trial Policy: Unless your purchase is otherwise excluded as specified herein, the 100-Night In-Home Trial period begins the day your new Sleep Number(r) bed arrives at the "ship to" address listed above. If, after sleeping on your new bed for a full 30 nights, you are not completely satisfied, contact us within 100 days of delivery to arrange for its return. Exclusions: The 100-Night In-Home Trial Policy does not apply to the purchase of demo, display, refurbished or Factory Outlet warehouse closeout mattresses, bases or sets. 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.
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."
The Sales Professional who assisted Mr. & Mrs. [redacted] contends that he went over the terms and conditions of sale in detail and Mr. [redacted] signed their Customer Order (copy available upon request) acknowledging that the terms and conditions of the sale were understood.
All of our customer service calls are recorded.
On May 26, 2015, Mrs. [redacted] called customer service to report that she and Mr. [redacted] were not comfortable. Mrs. [redacted] stated, "I know we're gonna to have to keep the frame, I know that it's in the contract; you don't take adjustable frames back." The Customer Service Representative (CSR) did confirm that their adjustable base was a no-return, final sale purchase. The CSR reminded Mrs. [redacted] that their 100-Night In-Home Trial would expire on July 22, 2015, so they had time to try a comfort kit, which was shipped to them at no charge.
On June 15, 2015, Mrs. [redacted] called requesting to exchange their i8 FlexTop King Mattress to an m7 King Mattress and she stated, "We don't want the split top thing. I know we gotta keep that frame - we want a solid mattress." The CSR initially quoted an additional cost of $300, so Mrs. [redacted] said she would talk to her husband and call back. Mrs. [redacted] called back 25 minutes later and an exchange was set up at no additional cost (free Home Delivery Service) and in fact, she was given a refund credit of $100 plus tax = $107.00 for the difference in the price of the two mattresses.
On July 1, 2015, our Home Delivery team disassembled Mr. & Mrs. [redacted]'s original i8 FlexTop King Mattress and installed their new m7 King Mattress. A check for $107.00 was mailed to them.
On September 28, 2015, Mrs. [redacted] called customer service requesting to return their mattress and adjustable base. Mrs. [redacted] stated, "I know we got to keep the frame, but this is a cheap air mattress I could've got at Walmart." Mrs. [redacted] spoke with a supervisor who reminded her that their 100-Night In-Home Trial had expired on July 22nd and Mrs. [redacted] disconnected the call.
Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 Adjustable Bases and Mr. & Mrs. [redacted]'s 100-Night In-Home Trial has expired on their mattress.
We're sorry, we cannot accommodate Mr. & Mrs. [redacted]'s request to return their i8 FlexTop King Mattress and King FlexFitTM 1 Adjustable Base for a refund. We are here to assist Mr. & Mrs. [redacted] with finding their optimal comfort and encourage them to contact us with their concerns.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 14, 2015/12/15) */
[redacted] See Attached [redacted]
Final Business Response /* (1000, 18, 2015/12/30) */
December 30, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
To reiterate, Mr. [redacted] purchased a Sleep Number(r) i8 FlexTop King Mattress, a King FlexFitTM 1 Adjustable Base, a Total Protection Mattress Pad, a Smart Classic Sheets set, two Down-Alternative Pillows and Home Delivery Service at one of our retail stores on April 1, 2015. Mr. & Mrs. [redacted]'s mattress and adjustable base were delivered on April 13, 2015.
On July 1, 2015, our Home Delivery team disassembled Mr. & Mrs. [redacted]'s original i8 FlexTop King Mattress and installed their new m7 King Mattress. A check for $107.00 was mailed to them for the difference in price of the two mattresses.
On September 28, 2015, Mrs. [redacted] called customer service requesting to return their mattress and adjustable base. Mrs. [redacted] stated, "I know we got to keep the frame, but this is a cheap air mattress I could've got at Walmart." Mrs. [redacted] spoke with a supervisor who reminded her that their 100-Night In-Home Trial had expired on July 22nd and Mrs. [redacted] disconnected the call.
We're sorry, but Mr. & Mrs. [redacted] were fully aware of the no-return policy on their adjustable base. Not only were they outside of their 100-Night In-Home trial period, but an exchanged mattress is not returnable under the terms and conditions of sale. We cannot accommodate Mr. & Mrs. [redacted]'s request to return their i8 FlexTop King Mattress and King FlexFitTM 1 Adjustable Base for a refund.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2014/12/05) */
December 5, 2014
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
Mr. [redacted]'s complaint has been discussed and resolved. We sincerely apologize to...

Ms. [redacted] for any inconvenience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2016/02/15) */
February 15, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they experienced in...

reaching out to our company regarding their recent exchange order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their order. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted]'s refund settled with their Visa on February 11, 2016. We have applied an additional credit to Mr. & Mrs. [redacted]'s Visa as a token of our apologies.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 7, 2016/02/16) */

Initial Business Response /* (1000, 17, 2015/12/14) */
December 14, 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. A refund for $135.57 was credited to Mr. [redacted]'s Visa on November 4, 2015. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 19, 2015/12/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The business did in fact refund the money. However, I believe the business practices of this company are unacceptable. I ordered the product expecting receipt within a week as I was told it was not on back order. I waited 2-3 weeks for the product and contacted customer service to inquire. The representative stated that she did not know when the product will be shipped. I demanded to speak with a supervisor and was refused. I insisted still to avail. After a back and forth with the rep I then decided to just cancel the order and demanded a refund that day. It too about a week for them to honor the refund request and credit my card. It is interesting to me that they take the money the day the order is placed, yet wait a week to refund the customer's money. I will not do business with is company again.

Initial Business Response /* (1000, 5, 2016/02/29) */
February 29, 2015
Revdex.com of Minnesota & North Dakota
RE: Ms. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We...

sincerely apologize to Ms. [redacted] for the delays in delivering her father's Sleep Number Bed. We understand that this has been a tremendous inconvenience. Ms. [redacted] has been in touch with one of our Customer Advocacy Managers and was advised that the bed had to be reordered and that delivery is scheduled for March 8, 2016. Each Sleep Number Bed is made to order, so this is the soonest date we are able to deliver. I suggest Ms. [redacted] reach out to her point person should she have further questions.
Best regards,
CS Correspondence Manger
Initial Consumer Rebuttal /* (3000, 7, 2016/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm sorry, but what happened to the bed that was supposed to be delivered February 23rd?? It was my understanding that the completed bed was to be delivered on that date. That was after waiting 3 weeks for delivery. Now, the company is saying the bed has to be reordered and made again?? This makes no sense. It has been my understanding that the delivery needed to be rescheduled because of a driver issue not that the bed needed to be reordered. Something's just not right -- all smoke and mirrors from my point of view. Meanwhile, a 95 year old man sleeps on a cot in terrible pain. No, their response is not acceptable.

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 Ms. [redacted] for the delays she 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 affected her order and trial return. We understand that this was a tremendous inconvenience and appreciate Ms. [redacted]'s patience. We refunded her Synchrony Financial account January 13, 2016. We regret that we have lost Ms. [redacted]'s business.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 10, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was only refunded back $3260. I'm still having to pay $194 to bring the account balance to zero so that I can close the credit card account. I would like for them to reimburse me for $194. I should not have to pay that considering I haven't had the bed for two months now.
Final Business Response /* (4000, 12, 2016/02/04) */
February 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 the delays she has experienced regarding her recent order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected her order and delivery. We understand that this was a tremendous inconvenience and appreciate her patience.
Ms. [redacted] purchased her Sleep Number(r) p5 w/SIQ, King, Matt & Base at one of our retail stores July 12, 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.
Returns: All returns must be authorized. No unauthorized returns are allowed. If you are returning your mattress, modular base or set purchase under the 100 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.
According to our records, the cost for Ms. [redacted]'s Sleep Number(r) p5 w/SIQ, King, Matt & Base plus tax was [redacted]. The return charge for Home Delivery pickup service was deducted from the refunded cost of the mattress and base leaving Ms. [redacted] responsible for [redacted]. We regret we have lost Ms. [redacted]'s business and wish her well.
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 7, 2015/01/20) */
January 20, 2015
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) c2 FlexTop...

King Mattress, a FlexTop King FlexFitTM 1 Adjustable Base, a Total Protection Mattress Pad, a Lyocell Sheets set and Home Delivery Service (complimentary delivery & set up) at one of our retail stores on November 28, 2014. Mr. & Mrs. [redacted] paid $4,029.21 for their purchase using a Synchrony financing plan. Mr. & Mrs. [redacted]'s mattress and adjustable base were delivered on December 11, 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, as well as initial the pertinent disclaimer paragraphs on 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 December 30, 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 they could return their c2 FlexTop King Mattress within the 100 Night In-Home Trial. An RMA (Return Merchandise Authorization) was set up to return the mattress and Mr. [redacted] chose the return option of Home Delivery Return Service for $199.99 (Mr. & Mrs. [redacted] are not being charged for this service).
While we regret that Mr. & Mrs. [redacted] did not find their c2 FlexTop King Mattress to their liking, their adjustable base is not defective in materials or workmanship. The adjustable base functions as intended and according to Mr. & 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 height are compatible as well.
Mr. & Mrs. [redacted]'s c2 FlexTop King Mattress is scheduled to be picked up on January 23, 2015. Once received, Mr. & Mrs. [redacted]'s Synchrony account [redacted] be credited for $1,394.56. We're sorry, we cannot accommodate Mr. & Mrs. [redacted]'s request to authorize a return for refund of their FlexTop King FlexFitTM 1 Adjustable Base. If there is anything we can do to help Mr. & Mrs. [redacted] keep their mattress, we are here to assist. Mr. & Mrs. [redacted] can call us at XXX-XXX-XXXX with any questions.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 9, 2015/01/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This select comfort corporation that owns sleep number is a fraud and I highly recommend that anyone do thier research before you buy from this store because they are selling air mattresses that you could buy from a regular store,the only difference is you can control the mattress with a remote to make it soft or firm which is just letting the air out or putting air in it and the sales people will let you test the bed out but please be advised laying in a bed for a few minutes won't tell you what you are paying for,me and my wife backs was hurting after one night with this bed because its like a air mattress on a box spring but that's our personal opinion everyone has they own opinion about what bed they are happy with our problem with sleep number is that the sales person deceived our minds with the return policy,I admit that my wife signed the contract because we asked the guy two times what was the return policy and he never showed us he just kept saying we had 100 days to return it so we thought as long as we returned it before 100 days or did not break it that we was fine,when we was approved for credit he did not care anymore because he got the sale and was trying to help another costumer and did not pay us anymore attention but to sign the contract and did not go over the contract with us just had my wife initial over contract and did not warn us that if we return the bed that we are stuck with the bed frame which cost us $2,200 and thats the problem we had with this place that we asked the salesmen twice and he never stated to us that we can't return the whole bed and never went over the contract with us so dum of us for believing what he told us instead we should have read the contract but who in their right mind would ever think that they could not return the whole bed it's just like buying a table set and the store says you keep the chairs and we keep the table on return thats unheard of and that's why we signed the contract because we was told if we didn't like we can simply return it before 100 days if the sales person would have been honest with us when we asked him twice about the return policy we would of not purchase this bed,meaning if he stated to us that if we sign this contract we are responsible for the bed frame which cost $2,200 we would of said no to this,they return policy says 100 days but they are not telling people the full policy because if they did they wont make sales so this salesmen deceived our minds and we just making sure they dont get someone else with the quick talking trust no one with sleep number they are all the same plus we was never told that this would cost us $199 to send the other half of the bed back and some people on their consumer report with returns of the same bed just had to pay restocking fee so what is accurate I'm confused so please don't be scammed by this company
Final Business Response /* (4000, 11, 2015/01/30) */
January 30, 2015
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. & Mrs. [redacted].
As stated in our initial response to Mr. & Mrs. [redacted]'s complaint, Mrs. [redacted] did sign as well as initial the pertinent disclaimer paragraphs on their Customer Order Agreement clearly acknowledging the terms and conditions of sale were fully understood. We're sorry that Mr. & Mrs. [redacted] are dissatisfied with our response.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/11/20) */
November 20, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she has experienced in...

reaching out to our customer service.
We credited Ms. [redacted]'s credit card in full on November 10, 2015.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/11/23) */
Dear Sir,
Many thanks for the service you provided by obtaining my refund from the bed manufacturer. This issue is now resolved due to your help. This is now the second time your organization has successfully resolved a problem for me. I am very grateful.
Very truly yours, [redacted]

Initial Business Response /* (1000, 13, 2015/11/19) */
November 19, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she experienced in reaching...

out to our company regarding her online order. We understand that this has been a tremendous inconvenience. We regret that we have lost her business due to our company-wide computer conversion and wish her well.
Ms. [redacted] will receive a full refund check via U.S. Mail within 5-7 business days. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 18, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not need a refund. I do not want a refund. I will simply not pay the credit card bill.
It's not my company, but the problem WASN'T just a computer transition, it was a lack of anyone I spoke to feeling like it was their responsibility to actually communicate with a human being and figure out what the problem was. Multiple people flat out LIED to me, all the while my $1750 was in your hands. Everybody was waiting for somebody to do something. (For the record, I am also underwhelmed at the lack of speed of reply to this complaint.)
Sleep Number doesn't need to do anything except not contest my VISA charge.

Initial Business Response /* (1000, 8, 2016/01/11) */
January 11, 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 customer service. This is not our normal mode of operation. We recently implemented a complete computer systems conversion, which affected her order.
We have credited Ms. [redacted]'s Synchrony financed account for $210 as a token of our apologies. Again, we are sorry for the delays and appreciate her patience.

Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 6, 2015/10/26) */
October 26, 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) iLE Split...

King Mattress, a Split King FlexFitTM 2 Adjustable Base, two Total Protection Mattress Pads, a Wedge Pillow and Home Delivery Service at one of our retail stores on November 29, 2014. Mr. & Mrs. [redacted]'s mattress and adjustable base were delivered on December 13, 2014.
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 and Mr. [redacted] signed their Customer Order (copy available upon request), 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."
We did ship Mr. & Mrs. [redacted] four new components and sent our assembly technicians back to install them, as a courtesy to help them get comfortable. Please note that the listed parts in the complaint include all of the components to the original mattress too.
Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 Adjustable Bases. We're sorry, we cannot accommodate Mr. & Mrs. [redacted]'s request for authorization to return their FlexFitTM 2 Adjustable Base. If Mr. & Mrs. [redacted] contact us at [redacted] within the next four business days, before Friday, October 30, 2015, we will take a return for refund on their mattress only. Please assume a longer than normal wait time, as we just went through a computer conversion. The return shipping options 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 $179.99 and is deducted from your refund.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 8, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is unacceptable! I could completely understand if it was simply a comfort issue, but it is not. This bed is a lemon it has several defects (side rails, leaks, gaps, one side lifts the other sags) and we have tried to work with the company to make it right from the beginning of time several times over. They have failed us horribly. I don't feel that we should have to eat the $3,000 frame for a bed that is a lemon! Another point of them being is sI get this message on Wednesday morning 10/28 from them and they are telling me I have until before Friday 10/30 which is only 2 days to respond I believe that is completely unreasonable when they had two weeks to reply! It would be like buying a car with a bad motor having the motor repaired several times then when that failed to fix the problem, the company saying well we will buy the motor back, but you have to keep the car! It makes no sense! We have spent enough time trying to work out or and I think we have been more than reasonable this far!

Initial Business Response /* (1000, 11, 2015/10/14) */
October 14, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
Mr. [redacted]'s complaint was resolved today on October 14, 2015. We are replacing...

his Cover and installing it at no charge as a one-time exception to his 25-Year Limited Warranty.
We apologize to Mr. [redacted] for any inconvenience. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

January 20, 2017 Select Comfort Customer # [redacted] RE:        Mr. [redacted]Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted]. Mr. [redacted] has been working with...

one of our Customer Advocacy Mangers and the matter has been resolved with mutual satisfaction.   Best regards,Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 7, 2015/12/21) */
December 21, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [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 and appreciate his patience. Mr. [redacted] will receive a check refund for $171.08 via U.S. Mail within the next 2-3 weeks.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 9, 2015/12/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept, but they took my credit card right-way as payment. now after months I have to wait 3 more weeks!!!
PZ

I am rejecting this response because: This is the most falsified response anyone could write. Me and my husband can not believe not only were we lied to or should I say misguided through the sale of this bed we are continually being lied to. Everything within the sale to the finishing false response has shown me and my husband this is the most disgusting company all the way around anyone could come in contact with. What we are thankful for is we are both employed with the 2 largest employers in Oklahoma which means we are going to make sure every person as many persons we come in contact with we share our disgusting experience with the sleep number company from being misguided to being totally lied about what was exactly said within all conversations. With this being said word of mouth means a whole lot for a business if you are individuals or a company that does not believe that carma will come back around especially with people that work around hundreds of people everyday. In addition I want everyone that works for sleep number to realize if it wasn't for customers you wouldn't have a job right. If all you have to say is lies in your responses leave your responses to yourselves because obviously that's all the people of sleep number know how to lie to the customers. Everything said in that response is totally falsified statements. Thank you Revdex.com for allowing me to write the most truthful complaint and response.

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'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. We understand that this was a tremendous inconvenience and appreciate her patience. Ms. [redacted]'s Sleep Number(r) Full cSE Mattress will be delivered within the next 2 weeks. We have applied a credit as a token of our apologies. We hope this helps ease some of her frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 6, 2016/02/10) */

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

experienced in reaching out to our customer service. Mr. & Mrs. [redacted] will receive a call within the next 3-4 weeks to schedule the delivery of their exchange to a p5 Split King Mattress. We are so sorry for the wait. We understand that this is an inconvenience and truly appreciate their patience.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst