Sleep Number Corporation

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, 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

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

February 25, 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 apologies, the Modular Base was purchased with Ms***’s cFull Mattress back in 2013. It was not on the order placed on January 1, 2017. Additionally, we do not have an extended warranty for purchase Our position remains unchanged. Comfort is not a defect. We did not receive the video to see what is going on with the remote. If it is defective we will most definitely replace it under Ms***’s Year Limited Warranty. We’re sorry Ms*** is disappointed. We do not currently have a repair service department, nor have we had one in the past. Due to the nature of our product, we do not send a technician to a customer’s home to do troubleshooting or replace components. Most of the warranty concerns are for an air loss, and an air leak can take several hours or days to notice so it’s impractical for us to send a technician. We would love to be able to work with Ms*** to help her gain comfort. If she would like to return her mattress, she would have to reach out to us at ###-###-#### prior to April 30, Best regards, Customer Advocacy Escalation Consultant

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 return of her mattressMs*** will receive a call within the next 2-weeks to schedule the piof her mattress (at no charge)We understand that this has been a tremendous inconvenience and truly appreciate her patience
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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

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

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

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, 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.,

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

Initial Business Response /* (1000, 8, 2016/01/11) */
January 11,
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 customer serviceThis is not our mode of operationWe recently implemented a complete computer systems conversion, which affected his order and deliveryMr***'s bed was delivered on January 4,
Mr*** spoke with a Home Delivery Scheduler on November 24, and asked for a $credit for the delay and the Scheduler agreedThis credit could not be applied until after delivery, so we have now issued a $credit to Mr***'s Visa
Again, we are sorry for the delays due to our computer conversion and appreciate Mr***'s patience
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"$credit" was not what "Mr*** asked for"!
Considering enormous time I had lost to trying to get $mattress, that was promised to be delivered within couple of weeks; I was asking for $500! But somehow Select Comfort Corporation decided for me to give only $
I am a physician and Considering that I spent at least 6-hours trying to rich Sleep Number as I described in original complaint, instead of taking care of work, that translates in about $1200-in lost time-wagesAlso I had to sleep on the couch in my new apartment, that also gave me significant discomfort and suffering, that I can not define in dollar amount without consulting with an attorneyTherefore considering all of that I believe that $for all losses and suffering that I sustain due to Sleep Number failed practices is appropriate
Thus I would appreciate if Select Comfort Corporation credit in total $
Final Business Response /* (1000, 14, 2016/01/25) */
January 25,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr***An additional credit has been issued to Mr***'s VisaAgain, we appreciate Mr***'s patience
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, 9, 2015/11/09) */
November 9,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
Mr***'s complaint was resolved on October 29, 2015, with mutual satisfaction
We sincerely apologize to Mr*** for the delay he experienced in reaching out to our customer serviceWe truly appreciate his patience
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 11, 2015/11/10) */
Complaint has been resolved by the companyPlease close this case

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

March 29, Revdex.com of Minnesota & North Dakota RE: Ms*** Case # *** Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customer, Ms***We sincerely apologize for the delay in Ms*** refund. This is definitely is not the normWe recently implemented a company-wide computer systems conversion, which has affected her refund. While our systems do show the settlement dates as of March 10, 2016, the system was unable to process the entire amount to the Visa CardThe Visa was also credited $601.37, and that amount actually settled on March 24, 2016. The day after Ms*** rejected our offer. We have verified with both credit cards and they agree they received the credits. Ms*** can reach out to the bank to verify. Additionally, because of the system’s inability to fully credit the credit cards, a check for the difference in the amount of $was sent to the address of record on March 23, 2016. The check number is ***. Once the check is cashed, Ms*** will be wholeThis was a very rare case, and we are looking into what could have happened to cause this to occur. We understand that this has been a tremendous inconvenience and appreciate Ms***’s patience Best regards, CS Correspondence Manager

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, 12, 2016/01/25) */
January 20,
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 orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected their order and deliveryTheir complete bed was delivered via UPS on January 6, We understand that this was a tremendous inconvenience and appreciate their patienceWe have credited them for the UPS Shipping cost of $($+ tax) to their Synchrony account as a token of our apologies
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 14, 2016/02/04) */
2/4/Left a message for the consumer that we will be closing the case resolvedAL

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, 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