Sleep Number Corporation

I am rejecting this response because: the parts you sent me has not fixed my bedI paid over $for a bed and I cannot use itSo my payment is due, I have a broken bed, and someone cannot come out to fix it until March 10thSomeone should have been at my house a few days later fixing this issueThis is unacceptableI ordered this bed weeks ago and still cannot use itPoor customer service!! Someone should be calling me telling me a technician will be out this Saturday to fix the bedBy the time March 10th comes, I would have had the bed almost a monthIn the meantime I am sleeping on the couchYou cannot ship me broken merchandise and expect to be paid full price for this hassle

I am rejecting this response because:
The story Select Comfort is stating is falseYes, My wife did an online chat with the person when she purchased our bedThe representative did not mention anything about purchasing legs for our bed My wife did an online chat with a representative inquiring about the legsThe representative explained that the legs were optional and she would need to purchase thoseWe looked online at the legs and found a picture of the base with legs attachedWe priced the legs and they are $with free shippingMy wife called Select Comfort to ask why the legs did not come with the base after seeing the pictures with them attachedAt that time she was placed on hold for a long period of time, she then went and "chatted" again upset about the long hold timesAfter it was explained that the legs were "optional" she would have to purchase them, but they would waive the shipping feeOnline shipping was already freeSo they were offering her something that was already in placeMy wife did ask about the return policy, the representative switched her to the returns departmentThey would rather lose $in product then to satisfy a returning customerMy wife never did speak with somebody from the returns department because she was placed on hold for an ungodly amount of time and she just hung up.The first sleep number bed we bought was from the Rochester, MN store in The salesman told both of us we would have our bed in hrsWe took his word for it and the next day we got rid of our bedSo we slept on the floor for over a week when our bed was delivered.Furthermore, I resent the personal attack against my wifeCalling her unethical!! I would like the person who wrote the response to read this, and their supervisor as wellI believe my wife is owed an apology from bothWe will never stand behind or recommend Select Comfort/Sleep number beds to anybody ever againNot because of the bed, but because of the poor customer service

Initial Business Response /* (1000, 8, 2015/12/23) */
December 23,
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 partsIn regards to Ms***'s warranty, she has a 20-Year Limited Warranty, not a lifetime warranty and it is not a full warrantyFull warranties are nearly obsolete in today's commerce
We are expediting the components to Ms*** so she will receive them via UPS within weeksWe understand that this has been a tremendous inconvenience and appreciate her patience
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would just like to clarifyI understand that the bed has a year warrantyI understand that it is a limited warranty
My concern is this bed began to deteriorate within the first 3-yearsTwisted side walls and broken hose connector and cover coming apart at the seams
However, my main concern it the customer service issues in trying to access replacement parts under the limited warrantyMy concern lies in the fact that each time I called I was quoted differing prices for the partsMy concern is that it has now taken almost to months to attain these partsMy concern is that money was charged to my account and paid months prior to them shipping the replacement partsMy concern is the numerous phone calls to assure the accurate mailing address is on file and the fact that today my shipping paperwork still has the wrong addressMy concern it that my order had to be placed about times and canceled and reordered due to fact that it was not being mailed to the correct addressMy concern is the poor tracking on the shipments to even determine where my items were goingmy concern is the emails I got over months stating my items were shipped, all to differing addresses, only to call and learn that because no tracking number was sent those items were really not shipped and those emails should be disregarded until I get one with tracking info...which I never did getThose are my concerns
Yesterday I received three phone callsOnce again telling me that my order was canceled and reorderedEvery time this happens my wait gets extendedI am guessing this cancel and reorder was due to my complaint being reviewed by their legal correspondence analyst
I have once again spoken with a supervisor and he agreed to credit my account within 3-days another $Although he then called back and said a check would be mailed in 7-days because he was not able to credit my account in this type of situationI guess that meant because they already billed it and the invoice was closed
So now that I have clarified my concerns I want to add that I did get boxes delivered yesterdayI plan to confirm my items are in the boxesBut even with that I was told yesterday they reshipped my itemsNow I may be getting another set of boxes
This business is a messApparently they are not even able to track the items they ship
I hope they can get a handle on their weaknesses
Final Consumer Response /* (2000, 13, 2016/01/07) */
I have since received my bedI was told that I would get an additional $credit return check in the mail within two weeks for my troublesI am happy with my replacement partsthere is however, a circular stain on the right side of the cover of the bedLooks like a grease or oil stain of some kindI have decided to deal with that as attempting to get that replaced could set into motion another ordealI am still waiting for the $credit return check in the mail

Initial Business Response /* (1000, 8, 2016/02/04) */
February 4,
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 order and trial returnThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected his order and trial returnWe understand that this was a tremendous inconvenience and appreciate his patience
On September 6, our records indicate Mr*** purchased a Sleep Number(r) iLE w/SIQ, Queen, Matt & Base-CA, Home Delivery set up service, and a Mattress Pad, Total Protection, Queen at one of retail storesDue to our system conversion, the payment for this order was not processed and monies were not transferred from Mr***'s account
Mr*** Sleep Number(r) iLE w/SIQ, Queen, Matt & Bawas delivered to him on September 12, and subsequently returned on December 12, Because no money had been received from Mr***, no money was returned to him for the mattress and baseWe wish Mr*** well and regret the confusion surrounding our computer conversion
Best regards,
CS Correspondence Specialist

Final Consumer Response /* (2000, 6, 2015/12/10) */
I received my remote from Sleep Number todayAlthough I still believe their customer service is terrible, they have responded to my complaint and I am satisfied with having received it within days of me speaking to them Via Facebook messenger

Initial Business Response /* (1000, 12, 2016/01/28) */
January 27,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs***
We sincerely apologize to Mr& Mrs*** for the delays they experienced in
reaching out to our company regarding their return orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected her order and return serviceHer bed was picked up on January 6, and her Visa will be credited in full within the next hoursWe understand that this was a tremendous inconvenience and appreciate her patienceWe did apply an additional appeasement to their Visa as a token of our apologies
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 14, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They stated "We understand that this was a tremendous inconvenience and appreciate her patienceWe did apply an additional appeasement to their Visa as a token of our apologies." The credit they applied after the above response was the cost of the bed only, there was no "additional appeasement" to my VisaThey had previously credited me 1/of the pickup charge on the first no show and 1/of the pickup on the second no show, but if I had not called on the third and final day, they again would have no-showedI took two days off work and waited around for hours between the three times they were supposed to pick up the bedNot to mention that charging almost $to pickup the bed, when they were in my home for all of minutes to pick up the bed in the first place was absurdI should receive some kind of credit for the hours waiting for them, the calls I had to make, and the many long wait times when calling into them as well, not to mention the stress of dealing with all of this

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

July 15, 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*** purchased a King cMattress on May 22, 2017. Unfortunately, the wrong size foam side walls were packaged for her order. An order for the correct size pieces was placed once we were notified of the error. Due to supply and demand issues we currently have an extended lead time to get the parts shippedThe order has been put on a list to expedite, but we do not have an exact time frame to offer right now. We do continue to sell our beds with the understanding that we are experiencing extended lead times We want to be as transparent as possible during this trying time We apologize for the inconvenience and are doing all we can to fulfill all orders as quickly as possible Best regards, Customer Advocacy Escalation Consultant

July 19, 2016 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***. Ms*** states that her side of the bed inflates slowly and sometimes it does not inflate at all when using the button to inflate both sides of the bed to 100. She can get her side to inflate if she uses a different button. Her side of the bed is inflating and deflating slowlyWe understand this is frustrating. We don’t have a specific amount of time that it should take for the bed to inflate or deflate and both sides will not inflate or deflate at the same rateOur CSR explained that to Ms*** on June 24, 2016. The remotes are programmed to notify the user of any issues. If there was an actual inflate/deflate issue Ms*** would have gotten an error code of Eon the remote. Ms*** did not mention an error message We urge Ms*** to contact our Customer Service Department via phone at ###-###-#### or chat in to our Live Chat. We are here to help and will answer any questions she may have. Best regards,Customer Advocacy Escalation Consultant

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

Initial Business Response /* (1000, 11, 2015/11/18) */
November 18,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
We sincerely apologize to Mr& Mrs*** for the delay of the delivery of
their new air chamber, which will be delivered today, November 18, There was no charge to their Synchrony account
We understand that the delay has been an inconvenience and truly appreciate their patience
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 13, 2015/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate them stepping up and not charging me.,

Initial Business Response /* (1000, 10, 2015/08/06) */
August 6,
Case # ***
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) cQueen Mattress
and Modular Base, a Total Protection Mattress Pad and Home Delivery Service at one of our retail stores on September 8, Ms*** paid $2,for her purchase and her bed set was delivered on September 22,
Select Comfort's Limited Warranty at the time of Ms***'s purchase, was a term of twenty yearsThe terms of the 20-Year Limited Warranty agreement were provided to customers at the point of saleUnder that agreement, we cover 100% of the cost of warranty replacement parts for the first two yearsAfter the first two years, we cover a pro-rated share of the cost
On June 24, 2015, Ms*** called our customer service with a comfort concern and we replaced her foam topper pad under the terms of her 20-Year Limited WarrantyMs*** paid the pro-rated portion or $plus tax & shipping for a new topper pad
Obviously, since Ms*** disposed of the bed, Sleep Number is unable to even consider a returnWe deemed the trial period an adequate timeframe to honor a returnMs***'s 30-night in-home trial period expired on October 22, We are sorry the mattress did not work out for Ms*** and wish her well
Please feel free to contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2016/01/29) */
January 29,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
We sincerely apologize to Mr& Mrs*** for the delays they experienced in
reaching out to our company regarding their recent bed order and refundThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which delayed Mr& Mrs***'s order and refundWe understand that this was a tremendous inconvenience and appreciate their patienceMr& Mrs*** elected to cancel their order and their purchase price was refundedWe have sent a check to Mr& Mrs*** for the remaining amountThey should receive the check via U.Smail within the next weeksWe regret that we have lost Mr& Mrs***'s business due to our computer conversion
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/01/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would like to thank Sleep Number for finally resolving this matterI will be looking for the refund within weeks as promised

Initial Business Response /* (1000, 11, 2016/01/22) */
January 22,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
We sincerely apologize to Ms*** for any delays she experienced in reaching
out to our company regarding her deliveryWe understand that this was an inconvenience and appreciate her patienceMs***'s bed was delivered on January 12,
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 14, 2015/11/19) */
November 18,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr& Mrs***
We sincerely apologize to Mr& Mrs*** for the delays they have
experienced in reaching out to our customer service and home delivery
As a token of our apologies, we agreed to provide them with a complimentary Warming Blanket and two cash appeasementsMr& Mrs***'s bed will be delivered on November 20,
We understand that this has been an inconvenience and truly appreciate their patience
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 16, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The cash appeasement has not been receivedAnd as the delivery date of November 20,2015; it is currently November 19,I have yet to receive a deliver confirmation time for which I have been calling every day this week and have been told that they can not provide a deliver time and that I will be notified laterI have currently been on hold for minutes to speak to some one in customer service (after being disconnected times)We are now going on a month and a half and still no product for which I have already paid in full forThere customer service has yet to return any of the dozens of calls my wife and I have madeThe shipping depart continously advises they can not give a time for delivery and refers us to customer serviceThis is by far the worst experience I've ever had in dealing with a company
Final Consumer Response /* (2000, 22, 2015/12/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (1000, 20, 2015/12/04) */
December 4,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr& Mrs***
As a token of our apologies, we agreed to provide them with a complimentary Warming Blanket (delivered via UPS on 11/10/15) and two appeasements:
$11/04/Visa
$11/29/Visa
Again, we understand that this has been an inconvenience and truly appreciate their patience
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 12, 2015/07/23) */
July 21,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr& Mrs***
Our records indicate that Mr& Mrs*** purchased a Sleep Number(r) m
Queen Mattress (with Sleep IQ) and a Modular Base, a True Silver Sheets set and Home Delivery Service at one of our retail stores on May 25, Mr& Mrs***'s bed was delivered on June 11,
At the store, Mr*** filled out a Synchrony Bank finance applicationWhen the salesperson, Ms***, electronically ran the application through our system, she discovered that she had the run the application with the Customer Order in MRS***'s name rather than MR***'s nameThe Bank denied the applicationAs soon as Ms*** discovered the error, she called the Bank and asked that they change the applicant name to MR*** and run it againNow with MR***'s name and financial information correct, Ms*** remained on the phone with the bank, and Synchrony Bank denied credit to Mr***
Then the system showed that the application was approved by HELPcard and the salesperson assumed that the name correction to the application was also transferred before HELPcard approved itHELPcard financing is an alternative financing plan that we offer when our customers do not qualify for financing through SynchronyThe system automatically forwards the electronic application to HELPcard once it is denied by Synchrony BankUnfortunately, HELPcard did approve the credit in MRS***'s name with MR***'s financial informationHELPcard will only tell us that they have contacted Mr***, but Sleep Number is not privy to their communicationsOnly HELPcard can resolve this issue with Mr& Mrs***
We are sorry that this occurredIt was simply a human errorOn July 8, 2015, we called Mr*** and offered to accept a return for a full refund and Mr*** said that he has days and he will let us know if he wants to return it, which of course, is his rightMr& Mrs***'s Night In-Home Trial will expire on September 19, We hope Mr& Mrs*** decide to keep their Sleep Number bed and again, we apologize for the error at point of sale
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 14, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We feel that Sleep Number, even though they acknowledge the mistake, are doing nothing to rectify this situationWe have called and arranged for the bed to be picked up, but we will not accept this as closed unless at this point they accept the bed with no charges to usWe still feel this is a criminal case, and they have not made any move to compensate us for this fiascoWe feel the safest thing for us to do is have the bed removed from our home, or they will make us pay for itNo one at that company seems to have a problem that they have put a contract in my name that I did not sign or agree toThe fact is they are not a honest company, and that is thatThank you, Robin Phillips
Final Business Response /* (4000, 16, 2015/08/06) */
August 6,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr& Mrs***
Mr& Mrs*** have elected to return their mQueen Mattress and a Modular Base for a refundThey are scheduled with our Home Delivery Return Service for Tuesday, August 11, Upon receipt, we will credit their Synchrony account for $3,376.41, to complete a FULL refund
We agree that this is probably the best decision for Mr& Mrs***Again, we apologize for the error and inconvenience to Mr& Mrs***, and we wish them well
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

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, Ms***
We hope Ms*** will accept our sincere apologies for the issue with our web
site and the condition of the carton when deliveredWe understand Ms***'s frustration and are very sorry she was inconveniencedOn August 27, 2015, Ms*** received a full refund
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 14, 2016/01/27) */
January 27,
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 has experienced regarding
his warranty replacementThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected his order and deliveryMr*** should receive his warranty pillow within the next weeksWe understand that this was a tremendous inconvenience and appreciate his patience
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 5, 2016/02/04) */
February 4,
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 remote 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 patience
According to UPS, the Sleep Number(r) Remote, Dual was delivered February 2, and left at the front doorTracking # ***
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 5, 2016/02/04) */
February 4,
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 order and trial returnThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected his order and trial returnWe understand that this was a tremendous inconvenience and appreciate his patienceA check for *** has already been mailed to Mr***A trial return for Mr***'s Sleep Number(r) King iMattress and King Foundation has been set upOur Home Delivery return service is scheduled to pick up the bed on February 14, Within weeks of receipt of the bed we will refund *** back to Mr***'s VisaWe regret we have lost Mr***'s business and wish him well
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have not had anyone tell us about the so called pick up and that is a Sunday which would be okay but I didn't think you operate Sunday's and yea you retuned 646.$$ that is less then 1/of the amountI'm still waiting for a official pick up date and I would appreciate the full amount in refund I can't see threw your stars