Sleep Number Corporation

I am rejecting this response because:
I understood that this was a clearance item so EVERYONE who purchased the bed now got the same discountI didnt expect to see the 20% discountBut the bigger issue for me is your salesperson liedNo, his manager wasnt in the vicinity, Michael stood at the computer terminal with myself in front of him, and my sister standing behind meThe second person in the store was on the other side during the entire transaction, and at one point, dealing with a customerI want to make perfectly clear on this is that Yes, I purchased the mattress cover but why would I spend additional money to buy pillows I dont need and dont use because I had prior to walking into the storeMy only motivation was the additional discountSo why would I spend $for anything only to get a $discountIt makes NO SENSEIn addition, had he shown me an updated quote, I would have caught this error and not spent that money on the pillowsWe literally had to look around the store to find something for the $So what I thought Sleep Number might do was return the pillows for $and then return the $dollar discount that was given to meNot because $or $dollars is going to put a dent in my $bill but because you know it’s the right thing to doI wouldnt have taken this issue all the way to Revdex.com if it wasnt an issueHe lied, twice during the transaction and now a third time in saying a manager was thereHe failed to give me an updated quote in which I would have seen right away that there wasnt a discount on the bed and I never would have taken the pillows homeClearly there is an issue being avoided.So you can do the right thing or I can write a review on Michael's behavior, the store's reaction, and now Corporate's, all for $It's about principleSo the solution present is going to show me what principle's Sleep Number holds near and dear; doing the right thing or covering your as over $Seriously

May 17, 2017 Revdex.com of Minnesota & North Dakota RE: Ms*** Case: *** Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer,
Ms***. Ms***’s sister purchased a Queen Dual cSE with SleepIQ Mattress, a FlexFitAdjustable Base and some accessories on April 27, 2017. She received $off her adjustable base and $off her mattress. Sleep Number offers a Bedding discount called a Value Pack. This is a 20% discount off bedding totaling $or more. Since Ms***’s sister purchased a Total Protection Mattress Pad, our Sales Pro explained that if she purchased an additional $of bedding she would qualify for the 20% off. This is specific to the bedding items only. In speaking with the Sales Pro, he stated this was clearly explained and that his manager was present. In regards to the discrepancy between the quote and the actual invoice, quotes are subject to change based on any changes to the order. When the actual order was placed, Ms***’s sister was presented with a breakdown of the order and the Terms and Conditions of Sale. She signed off on the terms (copy available on request) acknowledging that she read and agreed to them If there were issues with the order she should not have signed off on it. Additionally, as an entry level mattress, the cSE that was purchased does not have a pillowtop but rather a plush cover. There was no pillowtop added to the order. We’re sorry if there was a misunderstanding but we cannot honor Ms***’s request for additional funds off of her sister’s purchase. Best regards,Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2016/02/08) */
February 8,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
We're sorry for the delays Mr*** experienced in reaching out to our company
regarding his trial returnThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected his trial returnWe understand that this was a tremendous inconvenience and appreciate his patienceThe purchase price for Mr***'s Mattress Pad, Total Protection, King was refunded back to his Synchrony Financial account on January 28, We regret we have lost Mr***'s business due to our computer conversion
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 8, 2015/12/14) */
December 14,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
We sincerely apologize to Ms*** for the delays she experienced in reaching
out to our company regarding her deliveryWe understand that this was a tremendous inconvenience
Ms***'s mQueen Mattress and FlexFit Adjustable Base were delivered on December 1,
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Mattress was supposed to be delivered on November 20th, It was delivered days lateI advised the company that if they did not plan on giving me the credit the mattress should not be delivered, I did not see anything in this response about my creditIf the company does not intend on giving the credit as requested then they need to take the product back as I do not want itI had days post a major surgery without my mattress and without any appeasement from the companyI do not want the mattress if they do not plan on compensating me for the inconvenience

October 13, Revdex.com of Minnesota & North Dakota RE: Mror Ms*** Case # ***. Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr
or Ms*** Our customer purchased a cDouble Mattress January 31, 2011. It was delivered via UPS We were contacted on September 30, and told that the stitching was coming out of the mattress cover. Our representative gave the price to replace the cover under the Year Limited Warranty. At that time we were told they could not afford that. Our representative explained the terms of the warranty and that we would be covering 56% of the replacement cost under the warranty terms. We made a gesture of goodwill to cover a little more of the replacement cost and, because that is outside of policy, we had to put a timeframe on the offer, hence the daysThe customer has until October 30, to accept this offer We cannot accommodate the request for free replacement of the cover. We have an obligation of fairness to all our customers and we cannot make this request an exception. We will continue to support our customer under the terms of the Year Limited Warranty Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 7, 2015/12/21) */
December 21,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
We sincerely apologize to Mr*** for the delays he experienced in reaching out
to our company regarding the delivery of his orderMr***'s bed was delivered on December 8, We understand that this was a tremendous inconvenience and truly appreciate his patience
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 9, 2015/12/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Bed delivered on December 8th, even after Sleep Number home delivery said it would be delayed until December 18th; total elapsed time was weeks and Sleep Number had no idea when the actual delivery would occur due to computer system issues; bed delivered but customer service not acceptable at all

Initial Business Response /* (1000, 10, 2016/01/19) */

February 1, Revdex.com of Minnesota & North Dakota RE: Mrand Mrs*** Case # *** Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customers, Mrand
Mrs***. Mrand Mrs*** purchased a Queen cMattress on July 15, and had it shipped to their home via UPS. On July 30, they purchased another Queen cMattress which they also had shipped to the home Mrs*** chatted in to our Live Chat Team on January 24, 2018. She explained she had a leak, had done the troubleshooting, and it was the right air chamber that was defective. She also said the cover had holes in it. Our representative set up the replacement order under the term our Year Limited Warranty Mrs*** was not happy with the cost to replace and opted to only replace the air chamber The product was delivered via UPS on January 30, We cannot honor Mrand Mrs***’s request for free replacement products. We have an obligation of fairness to all our customers and cannot make their request an exception. In reviewing the chat, we found that the representative did not break down the zippered chamber set to the right side chamber. We apologize for the error and have made an entry to credit back the difference in cost from the set of chambers to one Best regards,

Final Consumer Response /* (2000, 6, 2015/11/23) */
Select Comfort responded to the complaint immediatelyThe money for my remote control was refunded and I received without charge a new remote control and pump! Bravo Select Comfort! I only wish they had responded as promptly to my numerous
entreatiesMy time is important and had spent several hours calling to get the results that the Revdex.com was able to do in hours

Initial Business Response /* (1000, 9, 2016/01/11) */
January 11,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
We sincerely apologize to Ms*** for the delays she experienced in reaching out
to our customer serviceThis is not our mode of operationWe recently implemented a complete computer systems conversion, which affected her orderUnfortunately, Ms*** chose to cancel her bed orderAs of December 21, 2015, Ms*** had received a full refundAgain, we are sorry for the delays and regret that we have lost Ms***'s business due to our computer conversion
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2016/01/26) */
January 26,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
We're sorry for the delays Mr& Mrs*** experienced in reaching out to our
company regarding their orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which delayed their orderMr& Mrs***'s Split King ILE Mattress & FlexFit Adjustable Base were delivered on January 20, The Sheets, Smart Classic, Pewter, Split King have been backordered and are expected to ship on or before February 1, We understand that this was a tremendous inconvenience and appreciate their patienceWe have appeased sheets, pillows, and their Synchrony financing account as a token of our apologiesWe hope this helps ease some of his frustration
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/02/04) */

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Initial Business Response /* (1000, 10, 2015/11/20) */
November 20,
Case # ***
Our records indicate that Mr*** *** purchased a Sleep Number(r) p(with Sleep IQ) Queen Mattress, a Queen FlexFitTM Adjustable Base, a Total Protection Mattress Pad and Home Delivery Service at
one of our retail stores on April Mr& Mrs***'s mattress and adjustable base were delivered on April 16,
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 productsIt's a highly structured processOur 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 policyAll 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 aboveIf, after sleeping on your new bed for a full nights, you are not completely satisfied, contact us within days of delivery to arrange for its returnExclusions: 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 setsThe 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 Adjustable Bases are not covered under the Sleep Number(r) Night In-Home Trial policyAll sales of FlexFitTM 1, FlexFitTM 2, and FlexFitTM adjustable bases and/or Surround Silhouettes are finalNo returns or exchanges will be authorized or accepted."
The Sales Professional who assisted Mr& Mrs***, contends that he went over the terms and conditions of sale in detail and Mr*** signed as well as initialed all applicable disclaimers on their Customer Order (copy available upon request) acknowledging that the terms and conditions of the sale were understood
On April 27, 2015, Mr& Mrs*** chose to upgrade and exchange their pw/SIQ Queen Mattress to an iw/SIQ Queen Mattress which resulted in an additional charge of $including an exchange delivery fee of $199.99, which was delivered on May 11,
On May 18, 2015, Mr*** called customer service requesting to return their mattress and adjustable baseMr*** was reminded that their pw/SIQ Queen Mattress was returnable within nights of delivery, but that their FlexFitAdjustable Base was a final sale per the Terms and Conditions of SaleAlso, to reiterate what is stated in the 100-Night In-Home Trial Policy, 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
Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM 1, FlexFitTM 2, and FlexFitTM Adjustable Bases and Mr& Mrs***'s 100-Night In-Home Trial on their mattress expired on July 25, We're sorry, we cannot accommodate Mr& Mrs***'s request to return their iw/SIQ Queen Mattress and Queen FlexFitTM Adjustable Base for a refund
We are here to assist Mr& Mrs*** with finding their optimal comfort and encourage them to contact us with their concernsPlease contact me directly if you have any questions
Best regards, Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/10/28) */
October 28,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
Mr***'s complaint has been resolvedMr***'s Home Delivery Return Service
piis scheduled for November 5, After receipt, Mr***'s financed account will be credited for $4,
We apologize to Mr*** for any inconvenience and wish him wellPlease contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/10/29) */

May 15, 2017 Revdex.com of Minnesota & North Dakota RE: Mr*** Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr***. One of
our Customer Advocacy Mangers spoke with Mr*** and presented an offer to resolve the complaint and Mr*** agreed to the terms. We’re sorry the bed did not work out for him and wish him well. Best regards,Customer Advocacy Escalation Consultant

I am rejecting this response because:
As I have stated which should be noted in Sleep Number's SystemI have been calling after having the bed for only a couple of monthsUnfortunately I was calling the store we purchased the mattress from and dealing with the sales rep. Finally after get the manager involved there I was referred to the numberAnd yes as you have stated and I stated there have been numerous things sent to us, however it appears the team does not understand nor do they care about the issues we are having. They just keep sending things without actually understanding what is going on. Additionally no one has even checked the bed to confirm if it is working properly or notSending out replacement parts for something that may not even broken and not finding what the issue is has not helped us in any way!

Revdex.com of Minnesota & North Dakota RE: Ms*** Case # *** Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customers, Ms***. Ms
*** purchased a Split King PMattress and FlexFit Adjustable Base on August 21, The product was delivered via our Home Delivery and Set Up Team on September ,2018. Ms*** called our Customer Service Center to exchange the mattress to a FlexTop iLE. The new mattress was delivered on September 13, 2017. Ms*** used Synchrony Financing and an American Express card for her purchase On October 23, Ms*** called to return the mattress. She was aware the adjustable base was a final sale item and no questions were asked regarding the base on the call to set up the return. The mattress was picked up on November 8, 2017. We’ve not heard back from Ms*** since she called to set up the return. Sleep Number did not hire a collection agency to harass her. Ms*** has an obligation to pay for the non-returnable items. If she is not doing so, the financial institutions she used for the purchase would reach out in an attempt to get payment and perhaps turn her account over to a collection agency. We recommend that Ms*** reach out to the collection agency in an attempt to resolve the issue Kind regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (4000, 11, 2016/01/20) */
January 19,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs***
We sincerely apologize to Mrs*** for the delays she experienced in reaching
out to our company regarding her orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected her order and deliveryMrs***'s bed was delivered on December 23, We understand that this was a tremendous inconvenience and appreciate her patience
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 13, 2016/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
they are a poorly organized business made up of parts---the vendor, the manufacturer, and the delivererthese parts do not or cannot communicate with one anotherIn other words the left hand has no clue what the right hand is or is not doingtherefore we will not purchase from them or recommend them to anyone elsesincerely, ESH

I am rejecting this response because: I made multiple contacts with customer service pertaining to the mold and was told that the mold is a occurrence by the Customer Service RepsI financed this bed with my mother as the cosignerI'm the original owner and the only owner since day oneThe bed has had mold within years of owning it select comfort should extend something better than having me pay yet again for another faulty partThis bed costed me too much to have to keep buying parts for a poorly designed bedMany have already posted on the forums of select comfort resolving this matter and lack of customer support by having the Revdex.com support the consumer through the support of the purchase of this faulty productI should not have to pay any more for parts that should not look like the picture attached causing potential health risksSelect comfort should offer something better for everything I have had to go throughEven more of the plastic frame peices are beginning to go bad yet againThese are cheap plastic and foam parts that I have to keep shelling out money for every year or which should not be the Case given that the bed has ayear warrantyPlease provide a better support structure rather than making poor excuses for for your Support reps not adequately notating my account the numerous times that I calledI'm not asking for anything out of the ordinary if you google select comfort mold you will see that I am not alone hereAgain my mother was the cosigner I am the original owner I don't know why support has not fixed that in the system yet again after the number of calls I have had to makePlease make an effort to provide me quality customer support rather than excuses for a bad support structure

Initial Business Response /* (1000, 8, 2015/12/17) */
December 17,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
We sincerely apologize to Mr*** for the delays he experienced in reaching out
to our company regarding his order and deliveryWe understand that this has been a tremendous inconvenience and thank him for his patience
Mr***'s bed is scheduled to be delivered on December 19, As a token of our apologies, we have shipped Mr*** a Sheets set valued at $and credited his American Express for $
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Even though the company has not given the requested discount, they still have shown some responsibility by giving some discount and delivering on December 19th,