Sleep Number Corporation

Initial Business Response /* (1000, 8, 2016/01/25) */
January 25,
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 orderMr& Mrs***'s bed was delivered on January 9, We understand that this was a tremendous inconvenience and appreciate their patienceWe will be crediting their credit card within 3-business days as a token of our apologiesWe hope this helps ease some of his frustration
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 10, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to keep this open until the promised credit is receivedThe business promised to apply it upon delivery of the bedThe bed was delivered on 1/9/and as of today (1/26/16) credit has not been applied to my credit card

Initial Business Response /* (1000, 9, 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 refundWe understand that this was a tremendous inconvenience and appreciate his patience
Mr***'s complaint was discussed and resolved on December 7, 2015, with mutual satisfactionPlease contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 7, 2015/12/08) */
December 8,
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 has experienced in reaching
out to our company regarding the delivery of her bedWe understand that this has been a tremendous inconvenience
Ms***'s bed was delivered on December 3rd and we have credited her American Express card for $as a token of our apologies
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

August 8, Revdex.com of Minnesota & North Dakota RE: Ms*** Case # *** Dear Revdex.com: Thank you for the opportunity to respond regarding he complaint of our
customer Ms*** Ms*** worked with one of our Customer Advocacy Managers and the complaint has been resolved with mutual satisfaction Best regards, Customer Advocacy Escalation Consultant

September 27, Revdex.com of Minnesota & North Dakota RE: Mr*** *** Case # *** Dear Revdex.com: Thank you for the opportunity to follregarding he complaint of our customer Mr*** Mr*** worked with one of our Customer Advocacy Managers and his complaint has been resolved with mutual satisfaction Best regards, Customer Advocacy Escalation Consultant

Revdex.com:
I'm waiting for the delivery scheduled for October 14, until then the ticket should remain openAlso, the Sleep Numbers representative promised to refund the delivery cost 0f $for my troubleThat refund has not yet been received

Initial Business Response /* (1000, 5, 2016/02/10) */
February ,
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 recent bed orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which delayed Mr***'s orderWe understand that this was a tremendous inconvenience and appreciate his patienceMr*** elected to cancel his orderWe regret that we have lost Mr***'s business due to our computer conversion
Best regards,
CS Correspondence Specialist

I am rejecting this response because:
I am an honest person and the mattress pad does not have a tear in it.it is exceptionally clean and well taken care of.it has only been used by one person an 80year old woman.it has not performed under use for a product that is supposed to be a top quality bed.the bed should hold up under use and I expect the company to make good on their product performance.*** ***

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 son's orderWe understand that this has been a tremendous inconvenience and thank them for their patience
The Legs Kit was delivered via UPS on December 15,
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2015/12/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The issue has been resolved and the parts were delivered as describedDespite the trouble with the customer service, we love the mattress and are happy with our purchase

Initial Business Response /* (1000, 8, 2016/01/13) */
January 13,
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 refundOur records indicate that Mr*** purchased one (1) CQueen Mattress, one (1) CoolFit Layer, one (1) Down Pillow, one (1) Memory Foam Pillow, one (1) Wedge Pillow and UPS Ground Shipping on October 2, Mr***'s order totaled $1,and was paid with a Visa credit card
Due to the salesperson not inquiring what Mr*** planned to use as a foundation base, we offered to have our Home Delivery team assemble his mattressWhen the technicians discovered that Mr*** would need to drill holes into his platform in order to complete the installation, they ended the appointment (we cannot alter customer's furniture due to liability)Mr*** was provided with pre-paid UPS return labels to return the products, and was refunded with two checks: $(mattress) and $(bedding) for a total of $1,
Both checks were mailed to Mr***'s former mailing addressHe received the check for $456.84, but did not receive the check for $644.24, so we did a stop-payment, reissued a new check and had it delivered to him today via UPS Next Day AirMr*** was only responsible for the initial freight, $
We are sorry that the mattress did not work out for Mr& Mrs*** and wish them well
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2016/01/19) */
I have at last (January 12) received a check from Sleep NumberHowever, it is slightly less than what I feel is the amount dueI've asked them for an explanation
Thank you for your help and interest
Final Business Response /* (1000, 14, 2016/02/01) */
February 1,
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 refundThis is not our mode of operationAfter careful review of Mr***'s situation we have issued a check as a token of our apologiesWe hope this helps ease some of his frustration
Best regards,
CS Correspondence Specialist
Final Consumer Response /* (3000, 16, 2016/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sleep Comfort deducted approximately $for shippingWe were never told that there was a shipping chargeWe paid the full amount of the purchaseEven overlooking the disastrous customer service that was provided, we should receive a refund of the $

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, Ms***
We sincerely apologize to Ms*** for the delays she experienced in reaching
out to our company regarding her orderMs*** elected to cancel her orderWe refunded her MasterCard in full on January 5, We understand that this was a tremendous inconvenience and regret that we have lost her business due to our company-wide computer conversion
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 10, 2016/01/19) */
January 19,
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 issues he has had with the In-Balance
FlexTop King Sage Sheets setsWe have emailed Mr*** a pre-paid UPS return shipping label so he can return the sheets for a check refund of $($+ tax)
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 12, 2016/01/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Agree

I am rejecting this response because:
my wife and I ask the salesclerk about the ajustable bedwill it work with our frameO yeah not a problem.she never said we needed to buy a basemy wife and I were expecting a bed that head lifed.we were lied to if I had been home when they delivered it I would not have accepted it

I am rejecting this response because: The Sleep Number sales associates have liedThe supervisor on the phone acknowledged this and said that its still my fault for not reading ALL the fine printWhat kind of a company is acknowledging that their sales associates are lying to scam their customersI was NEVER offered any type of foam to make the bed more comfortableI was offered a wedge to put under my mattress to give it a angle at the headboardI was told multiple times that it was only $to return the mattressI am willing to pay the $185, but $is a ridiculous amount to return a mattress that is very uncomfortable

November 5, Revdex.com of Minnesota & North Dakota RE: Mr*** Case # *** Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of Mr*** Mr*** purchased a pQueen Mattress and
Modular Base on our website September 27, 2016. The bed was paid for using financing through Synchrony Bank and delivered via our Home Delivery and SService on October 7, Mr*** contacted our Customer Service Center (CSC) right after placing the order and asked when the bed would be delivered. Our Customer Service Representative (CSR) was not able to see the order in his file yet and advised that someone would reach out to him to schedule within 3-business days On September 28, Mr*** called in again to get a delivery date. Our CSR offered October 5, but Mr*** said that October 7, worked better for him Our CSR scheduled the appointment Mr*** chatted in on October 30, asking why he couldn’t view his order online. Our CSR explained it was not linked to his email address and that she got it updated and that it would take about hours for him to able to view it On October 31, Mr*** called our CSC and stated just received his bill and it was incorrect. He stated he ordered a cand foundation and delivery. Our CSR explained the order was for a pMattress and base and offered to set up an exchange for him. She advised he would be responsible for the Home Delivery fees. Mr*** explained that he was not OK with that because he specifically ordered the cbecause it was $off and it was our best selling bed. Our CSR checked with her supervisor to see if we could waive the fees for Mr***. She came back to the line and explained she was able to get approval to waive the fees and set up the exchangeMr*** then asked where on the mattress it would say what model it was and said he would check that before moving forward with the exchangeHe said he would be home about 4:PM and asked for an alternate number to call. Our CSR suggested chatting in with his findings due to longer than hold times and went on to say the order to exchange to a cwas all set up and the chat team could push that through once he reached out to them. We’ve not heard from Mr*** since Mr*** has until January 15, to reach out to us to exchange his pMattress for the cMattress. Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2015/09/10) */
September 10,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr& Mrs***
Sleep Number does not currently have a repair service department, nor
have we had one in the pastDue to the nature of our product, we do not 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
A new Mattress Cover (entire mattress shell) was shipped and delivered to Mr& Mrs*** on August 20thI spoke to Mrs*** today regarding their concernsAs a gesture of goodwill, we are making a one-time last exception to their 25-Year Limited Warranty by sending our technicians back to install their new Cover
We hope that Mr& Mrs*** enjoy their Sleep Number bed and wish them well
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

I am rejecting this response because:
I am not yet satisfied and therefore do not want to close this complaint. I want Sleep Number Company to send me a letter addressed to Ms*** *** ***, *** *** ***, Westville, IL stating that I do not owe any money to Sleep Number and that Sleep Number incorrectly sent my “debt” to *** Portfolio Services.I also want a copy of the letter that Sleep Number or *** sends to *** Portfolio Services and to *** Asset Management, * * *** *** Atlanta, GA stating that I do not owe them any money as my “debt” was incorrectly sent to them.*** ***

November 24, Revdex.com of Minnesota & North Dakota RE: Ms*** Case # *** Dear Revdex.com: Thank you for the opportunity to respond regarding he complaint of
our customer Ms*** Ms*** spoke with one of our Customer Advocacy Managers and the complaint has been resolved with mutual satisfaction Best regards, Customer Advocacy Escalation Consultant

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, And will wait patiently for investigation to be completedThey had months to rectified this dilemma and my credit history is be tarnished by their mistakeThank You for assisting me on this matter

Initial Business Response /* (1000, 5, 2016/02/15) */
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** ***
Our records indicate that Ms*** purchased a Sleep Number(r) pKing Mattress and Base on September 29,
Ms*** paid for her purchase using a Visa credit cardMs.*** mattress and base were delivered on October 3,
On December 19, Ms*** called to exchange to a FlexTop King Mattress with a FlexTopAdjustable BaseThe mattress and base were delivered on January 14,
On January 26,Ms.*** called in to return the mattress and base and was advised she was outside of the Night In Home Trial Period and that the Adjustable Base was a final sale
Ms*** signed her Customer Order Agreement (copy available upon request), acknowledging the terms and conditions of sale were fully understood; which included the following:
"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
We will not be able to honor a return of the mattress and base
Please contact me directly if you have any questions
Best regards,
CS Correspondence Manager
Initial Consumer Rebuttal /* (3000, 7, 2016/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I went in the store and looked at upgrading the bed - the girl told me I had a night warrantyWhen I called the store - the guy also told me I had a day warrantyAfter I told him everything that happened - he said they never tell people that it is a day warranty from the original date of deliveryThis is the problemWhen I ordered the upgraded bed - the cust serv rep never told me anything about the warranty being from the original date of deliveryWhen I ordered the original bed - they delivered the bed in less than a week (ordered on Sept and delivered on Oct 3)and the delivery men told me how busy they wereWhen I ordered this bed - they made me wait weeks to get the bed (ordered on Dec and delivered on Jan 14) and when I asked the delivery men if they were busy - they told me noThey said they had been working 6-days/wk hour days a month ago and now they are working days a week 7-hours a daySo basically they made me wait for this bed for weeks only to tell me after the fact that I was delivered the bed on the 101st day of the original date of delivery??? Does this make any sense? no one would order a bed - a new technology bed - and get it without a warrantyNo one would ever agree to thisAnd I have signed nothing at the store because when I ordered the bed - you have to do it on a 800#Now im sure when the delivery men were here - I signed the slip they asked me to sign showing they delivered the bedHad they delivered this bed in a week like they did the 1st one - I could have tested it out and in week made the same decision I did after I got the 2nd bedThis is very unfortunate that this company does business like thisThe warranty should start from the day I got the bedThis bednot the first bedThis bed has a slit down 1/of the mattressThis is not a sleepable mattress if it DOESN'T work for your needsThis is absurd that this company is telling me this BS warranty after the factHad they told me this on the phone the day I ordered it - I NEVER WOULD HAVE ORDERED ITNEVER! And I never felt the need to even question what the girl at the store told me because they seemed to be a reputable company and so far I had been pleased with the serviceWhen I called to talk to the cust serv rep about this - Nick - he told me they listened to the tape and she did not say in the conversation that the warranty was only from the original date of deliveryHe even admitted thisA consumer is going based on what the sales rep at the store told meThis is the same company - so why in the world would I question what she told me??? I literally am so mad that this is their responseWhat kind of company is this? What kind of company doesnt make their customers happy or make things right with a $5,mattress? I feel like I have been trapped by their USE OF WORDS and by THEIR CHOICE OF A DELIVERY DATE FOR THE 2ND BEDWhen I ordered the 2nd bed - she told me a rep would call me to set up a day to deliverShe forgot to mention it was going to be day after my "warranty" expiredThis is the most assanine thing I have ever heardSolet me get this straight - I got a $5,bed that has no warranty??? This is literally ridiculous and because they never told me this BS about original date of delivery warranty or exchange nor did they tell me they were going to make me wait weeks to get the bed when their service men were NOT busy just so I would receive it on the 101st day - so they could stick me with this bed had I not been happy - this seems very fishy to meThis seems like they did this on purpose just to stick me with a $5,bedAgain - no one in their right mind would buy a $5,bed without a warrantyI only bought this upgraded bed because she told me at the store that I had a night warranty and it would stop my husbands snoring and it does NOTI specifically asked herAgain - HAD ANYONE TOLD ME MY WARRANTY WAS FROM THE ORIGINAL DATE OF DELIVERY - I NEVER WOULD HAVE ORDERED THE BED UNLESS I COULD HAVE TRIED IT OUT WITHIN THE TIME FRAME THEY SAY I WAS ALLOWEDThey did NOT tell me thisThis is the problemI am not asking for something I dont deserveI am asking for customer serviceI am asking for the night warranty I was told I had when I decided what bed I would upgrade toI want what they told me I would be gettingNothing moreIf the Revdex.com isnt going to make this right - I will not go awayAs a company - they absolutely should make this rightThey should exchange out the mattress for what I originally had or come get the whole thing a return my moneyI literally hate this company and the absurdity of what they came back with - only makes this worseI have never seen a company rip a customer off beforeEvery company in America has customer service except this companyHow sadI will never recommend this company to anyoneI will tell everyone how terrible they are and what they did to meI have never filed with the Revdex.com before and if this is the best I will get - I will move further along with this caseI will wait on your response from them one more time and if they continue to not make this right - then I will do what I have toThis could be solved simply by themHow do they sleep at night? No pun intended
The point is NO ONE - at the store or at cust serv - when I ordered the bed told me I WOULD NOT HAVE A WARRANTY or ExchangeThey told me the oppositeThey told me I had nightsHow is this fair to me? If nothing else - they should honor what their own employees told me I hadI didn't make this stuff up
Lastly - I never signed anything about a warranty/exchange when purchasing either bedThe slip I did sign was from the delivery men after the factAgainhow is this even on the up and up and YES I would like to see what I signedBut even if in some print somewhere it says this about the upgrade is not covered in a warranty - this is NOT what the store employees in Memphis told me I hadI went by what they told me and I believed themThis is $5,- this is not something that a consumer can just walk away fromThis is ALOT of money and againI want what the employees at the store told me I had - a night warrantyAnd yes she was clear on the upgrade since she helped me pick out the bed and I ordered the sheets while I was with herShe did that transaction for meDoes anyone understand where this is a huge problem? I want what I was told I was getting
Final Business Response /* (4000, 9, 2016/02/19) */
February 19,
RE: Ms*** ***
Case # ***
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms*** ***
Our records indicate that Ms*** purchased a Sleep Number pKing Mattress and Base on September 29, Ms*** paid for her purchase using a Visa credit cardMs***'s mattress and base were delivered on October 3,
On December 19, Ms*** called to exchange to a FlexTop King Mattress with a FlexTopAdjustable BaseThe mattress and base were delivered on January 14,
On January 26, Ms*** called in to return the mattress and base and was advised she was outside of the Night In Home Trial Period and that the Adjustable Base was a final sale
Ms*** signed her Customer Order Agreement (copy available upon request), acknowledging the terms and conditions of sale were fully understood; which included the following:
"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 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 bedding collections or to any mattresses, bases or sets received in exchange under an original 100-Night In-Home Trial purchase
Per the above, Ms*** had a 100-Night In-Home Trial on her purchaseWithin the nights there is the option to return or exchangeMs*** chose to exchange on December 19, Once exchanged, there is no option to return or exchange again as "the 100-Night In-Home Trial Policy does not apply to the purchase of Sleep Number Bedding Collections or to any mattresses, bases, or sets received in exchange under an original 100-Night In-Home Trial purchase"
Ms*** refers to not having a warranty, but she actually has a year Limited Warranty on her purchaseI have also have emailed the signed Terms and Conditions of Sale to the email we have on file
We will not be able to honor a return or exchange of the mattress and base, but are more than happy to assist with any comfort issues
Please contact me directly if you have any questions
Best regards,
CS Correspondence Manager