Sleep Number Corporation

I am rejecting this response because:
This company's salesperson did not make it clear to us, and the delivery person was not even in a Sleep Number vehicle, and told us he could not take the headboard back. Guess this is another "big" company not being made to do the right thing. I will not be able in the future to recommend the bed to another living sole. I feel as a consumer that I have been wronged and it's a shame that they are not being made to do something to resolve the issue. Every single call or attempt to contact this business was a dead end

Initial Business Response /* (1000, 8, 2016/02/09) */
February 9,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of consumer, Ms***, who claims to be the granddaughter of our customer, Mr***
Our records indicate
that Mr*** purchased a Sleep Number(r) pTwin Mattress and Modular Base, an 11-ozMattress Pad and Home Delivery Service at one of our retail stores on November 25,
No one has ever contacted Sleep Number regarding Mr***'s purchase until now
On January 27, 2016, Ms*** spoke to Kathy, a Sleep Number Customer Advocacy Manager regarding Mr***'s incidentMs*** was advised that 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 Mr***'s incident was not a consequence of a defective product and he may be best served by sleeping on a mattress and base designed for his unique medical/physical needsSleep Number does not design, manufacturer or sell medical equipment or hospital standard quality beds
The sliding of the mattress on the base is likely the result of using the bed as support, or dragging or pushing on the edge of the mattress when entering and exiting the bed, which would result in moving the mattress and/or baseWe do not believe this complaint is a defect in materials or workmanship - it is not a warranty issue
We have made a one-time exception to Mr***'s 20-Year Limited Warranty by shipping him a new Mattress Cover (entire mattress shell) and a new Base Coverlet via UPS Air, which will be delivered soonMs***'s request is outside the scope of Sleep Number's responsibility and not something we can be held accountable forWe have already done more than his limited warranty requires
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It unfortunately appears that Sleep Number is operating under a assumption as to the facts at issue in this caseAs such, they have not adequately addressed the defect and explored their liability regarding this issueWe have full confidence that a defect in the product itself and the fact that it does not fit securely and safely to the base provided is directly related to a defect in the design of the productAs Kathy herself admitted the bed and base have been known to slip due to the materials used and the lightweight nature of the mattress, and, as such, a third party's product is necessary to prevent slippage
Of note, Sleep Number seems to again wrongly and inaccurately insinuate that my grandfather somehow caused his mattress to slip due to a "condition" he suffers fromLet me be clear that my grandfather does not and never has suffered from any condition that would result in his mattress slipping off the base and causing it to flip up and trap him for 15+ hoursTo make such an accusation without any evidence or facts is not legally supportableAs I'm sure the "Legal Correspondent Analyst" is aware, one cannot make such assumptions and denials of liability without proof to support itIn this case no such proof has been proffered and for Sleep Number to disclaim any responsibility on assumptions and without a shred of evidence is not viableAs clearly explain my complaint submitted herein (and as communicated to Kathy), my grandfather laid down to go to bed as he usually does when the mattress slipped off the base and trapped him between the mattress and the wall for 15+ hoursMy grandfather was not tossing and turning at the time or kicking the wall or moving the mattress or using it for support or dragging or pushing on the edge of the mattress or any other excuse listed in Sleep Number's responseMy grandfather simply got into bed and then by virtue of the defect that allowed the mattress and base to easily slip and slide became trapped by his Sleep Number mattress and base for 15+ hours
I am willing to allow Sleep Number another opportunity to resolve this issue, but I have conferred with legal counsel and I believe this case is strongI would kindly remind Sleep Number that they do not have all the facts at their disposal and that this is a solid case that could have resulted in the death of an innocent manFortunately, such a grave outcome was not experienced and all we are merely asking for is a new mattress and frame that do not pose the same threat due to the product defect of the mattress slipping off the provided base
Final Business Response /* (4000, 12, 2016/02/19) */
February 19,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of Ms***, granddaughter of our customer, Mr***
On January 27, at 11:AM CST, during the first of two conversations Ms*** had with Kathy, the Customer Advocacy Manager, Ms*** stated that her grandfather is a restless sleeper due to chronic back painMs*** expected Kathy to agree to pay "cleaning fees" and Ms*** said that a "very expensive amount of money was spent on attempting to salvage his mattress." Kathy informed Ms*** that the mattress cover (entire mattress shell) and coverlet cannot be cleaned - cannot be laundered or dry-cleaned, so Kathy could not see how there would be any cleaning fees
On January 27, at 1:PM CST, during the second conversation Ms*** had with Kathy, Ms*** said that she wanted a new base sent to her grandfatherMs*** insisted that we have bases that have edges along its sides that protect the mattress from movement - this would be an accurate description of a standard hospital bedWhile looking at the Sleep Number web site while on the phone with Kathy, Ms*** said they would like the FlexFit Base sent at no charge because he is a restless sleeper and they were looking for something to replace the base and provide more security, so that the mattress doesn't move anymoreKathy explained that she cannot send that, but the cover and coverlet would be shipped as a one-time exception to his 20-Year Limited WarrantyMs*** said that she was disappointedKathy said, "I still hope you have a nice day" and Ms*** said, "F__k off" and hung up
Again, we believe Mr***'s incident was not a consequence of a defective product and he may be best served by sleeping on a bed designed for his unique medical/physical needsSleep Number does not design, manufacturer or sell medical equipment or hospital standard quality bedsMs***'s complaint is not a warranty issue and is outside the scope of Sleep Number's responsibility
We made an exception to Mr***'s 20-Year Limited Warranty by shipping him a new Base Coverlet and Mattress Cover (valued at $610.00), which were delivered via UPS on February 12th and today on February 19, 2016, respectively
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

I am rejecting this response because:
Have not yet received promised email described in Sleep Comfort's response Still waiting! Sent email to Mr*** of Revdex.com Would appreciate phone contact from Sleep Comfort representative so we can discuss and try to resolve *** *** ###-###-####

Initial Business Response /* (1000, 10, 2016/01/18) */
January 18,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
We apologize to Mr*** for the misunderstanding regarding his orderMr***
purchased an iFlexTop King Mattress and eight (8) Bedding Accessory items on November 1, Mr*** had purchased two (2) Twin Long Precision Comfort Adjustable Foundations (a Silhouette was not available) on August 22, and both Mr*** and the store personnel mistakenly thought his new FlexTop Mattress would be compatible with his new Twin Long Precision Comfort Adjustable Foundations
Mr*** was advised by the store manager to call the Customer Service, but to date, we have received any calls from Mr*** regarding any service issuesSleep Number(r) welcomes Mr*** to call the Customer Service department at his convenience at ***The Customer Service department is available Monday - Friday 8:00am - 8:00pm CST and Saturdays 8:30am - 5:00pm CST
Mr*** is within his Night In-Home Trial on his iFlexTop King Mattress until February 28, We would like to discuss this issue with Mr*** and we encourage him to call usI tried to call Mr*** today and there was no answer and no voice mail to leave him a message
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 11, 2016/01/27) */
January 26,
Case # ***
Dear Revdex.com:
Our records indicate that Mrs*** purchased a Sleep Number(r) Factory Outlet King Mattress, a King FlexFitTM Adjustable Base, and Home Delivery Service at one of our
retail stores on September 26, Mr& Mrs***'s mattress and adjustable base were delivered on October 7,
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 processAll 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."
Mrs*** signed as well as initialed the applicable disclaimer on her Customer Order (copy available upon request) acknowledging that the terms and conditions of the sale were understood
In October 2015, Mrs*** called customer service to report that they were having comfort issues, so we shipped an upgraded topper pad and two foam chamber liftsThese components were delivered on December 11th and December 14, 2015, respectivelyWe sincerely apologize for the shipping delay and any delays they experienced in reaching out to our company regarding their component orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversionWe understand that this was a tremendous inconvenience and appreciate their patience
Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM 1, FlexFitTM 2, and FlexFitTM Adjustable Bases and Mrs***'s Factory Outlet Mattress does not have a trial periodWe're sorry, we cannot accommodate Mrs***'s request to return her Factory Outlet King Mattress and King 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 Consumer Rebuttal /* (3000, 13, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no way that we received the same bed that we tried out very thoroughlyI am willing to have them bring the mattress from the store we were at to my home to compareThe bed we were given vs the one we tried out are nowhere near the sameI do not deny that we signed the papers that Sleep Comfort states we did, but we signed those papers on a bed that was not receivedI have spoken with "comfort specialists" so many times and I would assume that a company like this would want to make good on their products
After speaking to a doctor and a chiropractor, I have no issue taking this further
This is incredibly bad for my physical and mental health and while this company states they made good on their end, it is not true at all
If this company would be willing to compromise with me and take the base part back and refund that portion then I will eat the cost of the mattress and pay the remainder of thatI am asking for compromise so that we can move forward and not bring doctors and such into thisI really don't want this to escalate, I just want what I signed for and since that has been impossible, I just want a compromise

July 12, 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
*** has been a valued customer of ours since 2004. She states that she contacted our Customer Service Department on July 8, to order replacement parts and the calls were disconnected and no one called her back. We wish to apologize for this. We strive to provide world-class customer service and we regret falling short of that standard. We are currently experiencing higher than call volumes and once a call ends a new call immediately comes in to the open line. Ms*** connected with one of our Customer Advocacy Managers later that day and the requested parts have been ordered and will soon be delivered. Ms*** was also offered an appeasement for her troublesThe manager that she spoke with will reach out to Ms*** once the parts are received to make sure all is well Again we apologize for the inconvenience and want Ms*** to know we truly appreciate her business Best regards, Customer Advocacy Escalation Consultant

August 18, Revdex.com of Minnesota & North Dakota RE: Mr*** Case # *** Dear Revdex.com: Thank you for the opportunity to respond regarding he
complaint of our customer *** Mr*** purchased a Queen pMattress and FlexFitAdjustable Base on 7/1/and, unfortunately, had multiple delivery issues This is not the norm for Sleep Number and we apologize that we failed to meet our goal of world class customer service. Mr*** worked with our Customer Advocacy Management team and requested an appeasement. Due to the multiple failures, we did agree to appease. Mr*** did not accept the offer given and requested more. After discussing the unusual circumstances surrounding Mr***’s situation, it was agreed that our offer was fair and would be our final offer. Mr*** had the option of accepting the offer or declining and setting up a return He did not want to return, and accepted our offer Mr***l’s appeasement, per the offer made, has been fulfilled as of August 1, We understand that this experience was very frustrating and apologize that Mr*** had to go through this. We offered a fair appeasement, he accepted, and the offer has been fulfilled. We have done as promised and are unsure what Mr*** is requesting. We urge Mr*** to call our Customer Service Center should he have questions Best regards, Customer Advocacy Escalation Consultant

December 28, Revdex.com of Minnesota & North Dakota RE: Mr*** Case # *** Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
Our records indicate that on September 6, Mr*** purchased a Queen iLE single chamber mattress, a Queen FlexFit+ Adjustable Base, some accessories and Home Delivery and SService. Mr*** opened a line of credit to purchase his bed. The APR for the credit line was 29.99% but we were offering months equal payments with no interest if paid off within the months as a promotion for the purchase of the bed On November 8, 2016, Mr*** called our Customer Service Center to purchase a foam topper pad and a new iLE cover for the Sleep Number Bed he purchased on September 6, Mr*** was given the cost of the items and he proceeded to pay with his Sleep Number line of credit. He questioned whether he would be billed all at once and asked if he needed to discuss the terms with the finance company. Our CSR said he would need to speak with Synchrony and provided the number to reach them. There was absolutely no mention of any financing terms on this call December 22, Mr*** was transferred to us from Synchrony Financial asking about the financing promotions. Mr*** stated that he was now being charged interest on an interest free account. Our CSR explained that the interest free financing was only a promotion for the purchase of the bed. All other purchases would be under the standard revolving credit Mr*** escalated to her supervisor who told him the same thing. Mr*** asked to speak with his manger The manager reiterated the same thing as the supervisor and the CSR. Mr*** got very upset and requested better terms for the purchase. Our manager apologized and explained, again, that once the promotional period on the credit line ended it became a standard revolving line of credit and then Mr*** told her to go f* herself and hung up We apologize but we cannot honor Mr***’s request to give him promotional financing terms on his recent order. These are the terms and conditions of the financing for which he applied and the paperwork stating this was sent to him after the purchase of the bed. Mr*** can certainly try to take this up with Synchrony should he wish, but Select Comfort can do nothing about this Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2015/09/14) */
September 14,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms***
Our records indicate that Ms*** purchased a Sleep Number(r) cQueen
Mattress and Modular Base, a Standard Legs Kit, a Total Protection Mattress Pad and Home Delivery Service at one of our retail stores on August 25,
On February 27, 2015, Ms*** purchased a Sleep Number(r) FlexFitTM Adjustable Base and Home Delivery Service at the same storeThe Adjustable Base was installed and attached to Ms***'s cQueen Mattress on March 5,
On September 1, 2015, Ms*** called customer service to report the mattress sliding on the adjustable base and was advised that we could send our Home Delivery technicians team for a fee of $This upset Ms***
Sleep Number does not actually have a repair service department, nor have we had one in the pastDue to the nature of our product, we do not typically send a technician to a customer's home to do troubleshooting or replace componentsThe limited warranty clearly states, "Customer maintains responsibility for installation of parts replaced under terms of the warranty." Since our components are lightweight, most customers do not find any difficulty in assembling, troubleshooting or replacing a componentOf course, we do understand individual situations and that not everyone can service their own bedThat's when we advise our customers to request the help of a relative, friend, or neighbor for assistance
Ms*** explains in her complaint that she has serious medical issuesWhile we certainly sympathize with Ms***'s medical condition, we do not design, manufacturer or sell medical equipment or hospital standard quality bedsWhile 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 Ms*** might be best served by sleeping on a mattress and base designed for her unique medical/physical needs
The sliding of the mattress on the adjustable base is likely the result of dragging or pushing the cover (entire mattress shell) when entering and exiting the bed, which can tear the bottom of the coverThis condition will continue to repeat even after parts are replacedWe do not believe this complaint is a defect in materials or workmanship; it is not a warranty issueAt this point, we don't know if Ms***'s cover is torn and hopefully it isn't, as it is the most expensive component of the mattress
I spoke to Ms*** this morning and we are delighted that she enjoys her bed and has even referred others to Sleep NumberWe are making a one-time exception to Ms***'s 20-Year Limited Warranty (on mattress) and 25-Year Limited Warranty (on adjustable base) by shipping a new Shark Bites Kit (attachment kit used to secure mattress to the adjustable base) via UPS 2nd Day Air, and sending our Home Delivery Technicians to realign and secure her mattress to the adjustable base
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had the technicians out yesterday to fix the frame, which they replaced the sharkbites so I've only had one night on the mattress which isn't enough time to tell if it will still moveMy issue is still that the company is blaming me for their product not functioning correctlyI mentioned my health issues because they had suggested I fix the bed myself if they sent partsWell I saw the two men pull my bed apart yesterday and I say with certainty, I would not have been able to physically do that, and to suggest it was absurdAlso, the suggestion that I thought this was a hospital style or quality bed is equally absurdI have been sleeping on regular mattresses for over yearsI never had expectations of a sleep number being similar to a hospital bedI can say that after having the technicians out and hearing their suggestions about what would prevent this from happening again I would not have bought this frame based on the new information I was givenIt was suggested it's the way I get out of bed, which health problems or not I have been doing that the same for over yearsAlso, they said the frame legs were too tall and that would make the bed slideBut in the purchasing process no information was given to me that would suggest a certain height of legs would make the frame not support the bed correctlyAlso, they suggested I pump the bed up to before getting off, and make sure it's still at before getting onAll of these things were not mentioned during the purchasing of this frameHad I known the bed frame had all these stipulations on how to make it work as it was intended I would have forgone the purchase completelyI would like a week to decide whether I accept the business' response so I can see if the bed will move after usual use

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 orderWe understand that this has been a tremendous inconvenience and regret that we have lost her business due to our company-wide computer conversion
Ms*** canceled her order on November 29, Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2016/02/03) */
February 3,
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 delay she has experienced in reaching
out to our company regarding her warranty orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected her orderWe understand that this was a tremendous inconvenience and appreciate her patienceMs***'s Sleep Number(r) Firmness Control, Advanced DualAir,1-Remote was replaced according to the terms of her warranty on January 25, She can expect delivery of her component part via UPS within the next weeks
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 7, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Select Comfort needs to improve their customer service departmentThe waits and delays are far too long to get warranty covered replacement, and you have to pass their "tests" before they will order anything for youThere is no way to give the company feedback either about what a horrible job you are doing with customer service, so that is why I was forced to go to the Revdex.com to try to get resolution

Initial Business Response /* (1000, 5, 2015/07/22) */
July 22,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
Mr***'s complaint was discussed and resolved today on July 22, 2015, with mutual
satisfactionWe sincerely apologize to Mr& Mrs*** for any inconvenience
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2016/02/01) */
February 1,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
Our records indicate that Mr& Mrs*** purchased a Sleep Number(r) c2, Double
Mattress & base, Dual Chamber and UPS Shipping on March 18,
On February 28, 2013, Mr& Mrs*** replaced an air chamber according to terms of their 20-Year Limited WarrantyAt that time they paid $*** for the air chamber
On October 30, Mr& Mrs*** replaced an air chamber according to terms of their 20-Year Limited WarrantyAt that time they paid $*** for the air chamber
At the time of sale, 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 productsAll policies, the terms and conditions of sale, and the limited warranty are available to anyone interestedWe invite all prospective customers to read them, ask questions and understand them before making a purchaseThe 20-Year Limited Warranty on Mr& Mrs***'s bed is a limited warranty and is available on our web site and printed in the copy of their Owners' Manual that was included with their Sleep Number(r) bedFull warranties are nearly obsolete and limited warranties are extremely common in today's commerce
We're sorry, we cannot accommodate Mr& Mrs***'s request for any appeasement of their pro-rated warranty cost
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 10, 2016/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Sir/Ma'am: Select comfort did not warn us of the hundreds of dollars we would have to pay above the warrantyWe are on food stamps and cannot not afford to pay for half of our bed to be replacedSelect Comfort is callous and uncaring towards it's customers, and should show good will instead of inducing discomfort to themThe customer is always right, is the standard of business policy, Select Comfort should listen to it's customersThank you for your services***

Initial Business Response /* (1000, 8, 2016/02/02) */
February 2,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
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 orderWe understand that this was a tremendous inconvenience and appreciate their patienceMr& Mrs***'s Sleep Number(r) FlexTop King iand FlexTop King FlexFit3,Stone, 2Remotes is scheduled for delivery February 6, between 10:A.Mand 2:P.MWe have appeased a set of Sheets, Smart Classic, Ivory, FlexTop King as a token of our apologiesOnce the bed is delivered we will also appease the Home Delivery set up fee plus $***We hope this helps ease some of their frustration
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.)
In the response above, its stated that EVERYTHING will be delivered on Feb.6,Was told by a Home Delivery supervisor for Sleep Number that it wasn't going to happen on the 6th, but will supposedly all happen on Feb.11thSo I'm not accepting this reply until MY BED ARRIVES! As of to date..my deliveries that has been cancelled are, Jan 6, Jan and Feb 6th, so lets see what happens on the 11th! Fingers Crossed!
Final Consumer Response /* (2000, 11, 2016/02/05) */

March 23, Revdex.com of Minnesota & North Dakota RE: Ms*** Case #*** Dear Revdex.com: Thank you for the opportunity to follregarding the complaint of our customer, Ms***Our Claims Department has contacted Ms*** regarding her expectations towards resolution to this matter. She was advised that we are no longer sending an adjuster out to the home because they found her repair estimate to be fair. Additionally, they advised Ms*** that they cannot expedite the damage claim check until we received the signed release. Once received, the check will go outAs stated in our original response, the Home Delivery fee was credited back and settled to Ms***’s MasterCard on March 23, 2018. It may take the receiving institution a few days to post on their sideBest regards, Customer Advocacy Escalation Consultant

I am rejecting this response because: Sleep Number is not a company I would do business with again nor would I recommend themWe had nights to return the productWe returned it within that time frame and yet we were charged for the product before that time frame and Sleep Number's lack of a timely refund response added to the issuesNot a worthwhile company

I am rejecting this response because:
I was given numerous quotes. Their response says they will honor the quote, I would like to know what that amount is to compare to my records. As for not returning calls, I left a message on December 12, Around est. I received a call back from Patty stating she needed my last name spelled and the Zip code. I returned her call and gave my full name with spelling, full address and my phone number. This was around 1100est. I never heard back. I gave through the holidays for a return call with nothing. This prompted me to contact the Revdex.com

Initial Business Response /* (1000, 6, 2016/02/29) */
February 29,
RE: Ms***
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
We're sorry for the confusion Ms*** experienced regarding her
refund amount
According to our records, on 12/31/Ms*** purchased a Twin kMattress with Base, standard legs, and Total Protection Mattress PadThe total of order was $On 2/26/2016, Ms*** opted to return the mattress, base, and legsThe fee for the Home Delivery pick up was $
Order #***
$was paid via check
$for the mattress, foundation, and legs
$for the mattress pad
$for the Home Delivery fee
As told, Ms*** got a refund for the returned mattress, base and legs less the Home Delivery chargesShe had the bed picked up as well as delivered via our Home Delivery TeamThe difference in the amount of the refund is the two Home Delivery service fees and the mattress pad
We hope this helps to clarify the refund Ms*** is receiving and are sorry the bed did not work out for her
Best regards,
CS Correspondence Manager
Initial Consumer Rebuttal /* (3000, 8, 2016/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No refund receivedThe bed is still sitting in my houseRequested an RMA # so I can return it myselfHave not received a response
Final Business Response /* (4000, 10, 2016/03/09) */
March 9,
RE: Ms***
Case # ***
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms***
Ms*** spoke with one of our Customer Advocacy Managers on March 7, and resolved the question of her refundIt was at this time that Ms*** advised us that rather than getting a label to return the bed herself, she wanted to have our Home Delivery Team pick up the bedMs***'s pick up is currently scheduled for March 13,
We consider this matter resolved
Best regards,
CS Correspondence Manager

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 sincerely apologize to Mr*** for any delays he experienced in reaching out
to our company regarding his recent bed orderWe understand that this was an inconvenience and appreciate his patienceMr*** elected to cancel his order so his purchase price has been credited in full on January 6, We regret that we have lost Mr***' business due to our computer conversion
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/02/05) */

Initial Business Response /* (1000, 5, 2015/06/18) */
June 18,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
Ms***'s complaint was resolved on June 18, 2015, with mutual satisfactionMs
*** has been emailed a pre-paid return UPS shipping labelOnce the item is received, we will mail Ms*** a check refund for $We apologize to Ms*** for any inconvenience
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst