Sleep Number Corporation

Initial Business Response /* (1000, 11, 2015/12/08) */
December 8,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs***
Our records indicate that Mr& Mrs*** purchased two a Sleep Number c
Split King Mattress and FlexFit Adjustable Base, which was delivered and setup on October 11,
Mrs***'s statement, "When I inflate the bed, the remote will show but it is harder than my husband's side which is set at Sometimes I deflate it to and if goes all the way down", indicates that she is not lying down on her respective side of the bed when making an adjustment to her Sleep NumberYou must always be lying down on your bed and in your sleeping position whenever you make an adjustment or take a reading, in order to get an accurate and consistent readingIf you are off the bed and adjust it to 40, it will be as firm as a rock
I would also like to provide the following information
Select Comfort considers a variance of 5-points to be completely normalMost customers are not bothered by the chance of a slight change, since they don't even notice it, or can easily adjust the firmness back to their optimal comfort levelThe following is some information to explain this fluctuation
"Factors that can alter the digital number displayed are:
Significant change in temperature
Change in sleep position
Heat from an electric blanket or heated mattress pad
Barometric pressure (a severe storm can change the level significantly; just reset to your comfort level Sleep Number(r))
Change in weight on the bed (a small child or pet on the bed can change the number)
Change in altitude (for our RV and OTR customers)
Again, you must always be lying down on your bed and in your sleeping position whenever you make an adjustment or take a reading, in order to get an accurate and consistent readingEverything that effects air in physics, can also affect your Sleep Number(r) Bed by Select ComfortSmall changes in weight, temperature and barometric pressure can cause fluctuation in the Sleep NumberThe user can always re-adjust the Sleep Number to their preferred setting while lying on the mattress
I don't believe there is an actual air loss concern and we apologize that Mrs*** was not asked more questions during her calls to customer serviceThe two new air chambers that were delivered to them via UPS on November 4th, can be stored as spare parts - we will not require they ship them back to usIf Mror Mrs*** has any other questions, we recommend they call us at ***
Thank you for the opportunity to discuss this matterPlease contact me directly if you have any questions
Best regards,
Legal Correspondence Administrator
Initial Consumer Rebuttal /* (3000, 13, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is my 2nd sleep number bedI never had a problem with my first oneMy husband changed out the air chamber on my side with the new one sent and I am still having the fluctuation problemsWhat concerns me, is that it is only on my side of the bedHis side doesn't have the same problemsThe only problem he has encountered was a dead battery in his remoteWhen he put the new air chamber in, we inflated it to Once the bed was filled and it did feel full, we looked at the remoteThe remote was reading "5"I laid on the bed and it was very firmMy husband turned the remote to again and the bed inflated a bit furtherMatt with the Sleep Number Case Team Management did return my call todayHe said that in order to change my sleep number I couldn't just adjust my bed up and downI would have to get up, inflate it to and then change it to my comfort levelHe told me to try that for a few days and see how it goesHe said I could contact him on his direct line on ThursdayI'm tired of getting the run around and being told to just keep trying the same thing when it does not solve the problemI have never heard of an acceptable difference between - points on the sleep numberI can't seem to get him to understand that it's not just a question of the number not feeling rightMy remote flashes different numbers as it is inflating and deflatingI had to explain to him times that when we put in the new air chambers that the bed felt like it was inflated to but the remote was still showing "5"He said that was because I was laying on itI told him I inflated it, then layed on itYou have to lay on the Sleep Number bed when you adjust it so you can get it in the right place for your bodyI doubt there is anything the Revdex.com can do at this pointI just want my complaint on recordI did tell him about my previous interactions with the reps in the call centerHe went as far to agree with me that I got horrible service but it still doesn't fix my bedI have been having this problem for over months and the company's lack of service is frustrating
Lastly, the person who responded to the Revdex.com, said to call them directly with any issuesThere is no name or direct phone number attached to the response
Once again, I am just waiting for my bed to act up againWait and see until the warranty runs out

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, Mr***
We're sorry for the delays Mr& Mrs*** experienced in reaching out to our
company regarding their orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which delayed their orderWe understand that this was a tremendous inconvenience and appreciate their patience
Our records indicate that Mr& Mrs*** purchased a Sleep Number(r) x12, FlexTop King, Matt & Adj Base, Home Delivery set up service, and some bedding items on May 25, from one of our retail storesThe order was delivered on June 17, The Night In-Home Trial ended on August 25,
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 productsThe Terms and Conditions of Sale are displayed in our stores at each cash registerAll 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 purchase
The Night In-Home Trial Policy states: Unless your purchase is otherwise excluded as specified herein, the 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 return
Mr& Mrs*** did not contact us to set up a Trial return within the period of their Night In-Home Trial so we are sorry we cannot accommodate Mr& Mrs***'s request to return their Sleep Number(r) x12, FlexTop King, Matt & Adj Base
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 10, 2016/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While we understand Night policy we are still completely dissatisfied with the productWe have spent over $11,for a bed that has serious issues that have arisen after the Night policy endedI have filed my complaints with Sleep Number on January 21,Although they think they are trying to resolve the issues, they have notWe have been waiting for replacement parts for weeks now and haven't been able to get restful sleep during this whole time with back and muscle painWhen consulting with one of the customer service reps at the local Sleep Number store in Wilmington, NC, they confirmed to me that this is one of the problems they are having with the bed and is a constant problemThe memory foam does not hold up to what it is supposed to do and we are dipping in the middle of the bed due to a lack of supportThis should not happen to Sleep Number's top of the line most expensive bed they sellThe rep said that the Flex-top beds have that issue with dipping in the middleHad we known about this problem we would have never purchased this bedAt the time of purchase we asked if something like this would happen because we were concerned with the Flex-Top, but the sales rep assured us that that would NOT happenWell, it has! We were completely misconceived, misled and lied toThey were only concerned to make that high dollar sale
I would also like to add that Sleep Number's response regarding the Night Trial and how they figure it would end August 25, Although we purchased the bed May 25, it was not delivered until June 17, The Night Trial should have ended September 25, 2015, days AFTER deliveryWith Sleep Number's math that was only days from delivery or days from date of purchase which is still wrongHow could a trial begin BEFORE the product was delivered?! This just shows that Sleep Number does not deliver what is promisedWhat is one to do when the product fails after the trial? Keep ordering replacement parts every months? And wait weeks and weeks? This is very bad business
Sleep Number has to compensate us for all of the waiting, trouble, agony, lies, time, etcWe truly cannot believe that this is how Sleep Number treats customersWhat a scam
They need to do rectify this situation because it will not go away
Final Business Response /* (4000, 12, 2016/02/16) */
February 16,
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 have experienced regarding their recent orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected their orderWe understand that this was a tremendous inconvenience and appreciate their patience
According to our records on January 21, a warranty replacement order was placed for FlexTop King 5" Tri-Layer Memory Topper, a Cover, x12, FlexTop King, a Sleep IQ w/ Voice Control, Dual, No Rem, and Home Delivery installationThe parts are scheduled to ship by February 18, and there was no charge for the order
With regard to Mr& Mrs***'s Night In-Home Trial end date, they are correct that it ended September 25, and not August 25, We regret a typographical error was made
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 5, 2015/11/12) */
November 12,
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) iLE
FlexTop King Mattress, a FlexTop King FlexFit Adjustable Base, a mattress pad, a sheets set, a pillow and Home Delivery Service at one of our retail stores on September 4,
Our Sales Professionals provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our productsIt's a highly structured processOur Exchange and Return Policy and 25-Year Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register and all sales literature related to our FlexFit product reflects its no-return policyAll policies, the terms and conditions of sale and the limited warranty are available to anyone interested and we invite all prospective customers to read them, ask questions and understand them before making a purchase
The Sales Professional who assisted Mr& Mrs*** went over the terms and conditions of sale and Mr*** signed their Customer Order (copy available upon request) as well as initialed the respective disclaimers relative to their purchase, including the Adjustable Bases Return/Exchange Policy:
"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."
Mr& Mrs*** did choose to return their mattress for a refund of $2,8313.30, which settled to their Synchrony financed account on September 19,
Under the terms of the 25-Year Limited Warranty 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 costA limited warranty is commonplace and a full warranty is almost non-existent in today's commerce
In Mr***'s complaint, he states, "Not one time when we where buying the bed did the manager tell us the base was not returnablewhen I was putting my initials down on paper he the manager never let me look at the what I was initialing he would tell me what I was initialing..we were misinformedI reviewed the documents after I got home and was not happy..." If Mr*** reviewed the terms and conditions of sale when he got home and he was not happy, why didn't he cancel his order or refuse delivery of the bed?
According to Mr& Mrs*** calls, their adjustable base is free of defects in materials or workmanshipDue to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM Adjustable BasesThere are hundreds of adjustable friendly mattress designs available
We're sorry, we cannot accommodate Mr& Mrs***'s request to authorize a return for refund of their FlexTop King FlexFit Adjustable BaseWe're sorry that the mattress did not work out for Mr& Mrs*** and that they were disappointed regarding the limited warranty
Please feel free to contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

January 4, 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*** purchased Queen Dual cSE Mattress and Modular Base on November 10, 2017. The product was delivered on December 12, via our Home Delivery and STeam The first time Ms*** called our Customer Service Center was on July 11, 2017. She told our representative that she was not sleeping well. He asked some discovery questions and offered a comfort solution. Ms*** called monthly since that call. Each time we asked discovery questions. We replaced parts for an air loss issue, and when the calls started to focus only on comfort, no defects found, we continued to support by offering comfort solutions Comfort is very unique and personal. The Sleep Number mattress has a wide range of support and people’s comfort needs can change over time. We recommend utilizing those comfort ranges as well as trying different pieces when doing so. Our suggestion for finding the right Sleep Number setting is to lie on the mattress at 100, in the sleep position, and bring it down to 5. Once there, close your eyes and start to inflate without looking at the remote. When you feel the mattress begin to cradle your body, stop inflating. You may now look at the number and may be quite surprised it’s not what you think. Focusing on the feeling you get from the mattress versus the number on the remote is the key. The number helps you get to your comfort zone We cannot honor Ms***’s request for a new bed or a refund. We’ve determined there are no defective parts This is a matter of comfort and we will continue to work with Ms*** to try to get her sleeping as comfortably as she was when she initially purchased Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 11, 2016/01/20) */
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 returnThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected their return service
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 productsOur Exchange and Return Policy and 25-Year Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register, and the return policy is printed on all printed sales literature advertising the respective productsAll 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 purchaseOur 25-Year Limited Warranty is a limited warrantyFull warranties are nearly obsolete and limited warranties are extremely common in today's commerce
Please note that Mr& Mrs*** had the option of choosing UPS Shipping for $at the time of sale, but elected to pay $for Home Delivery & SServiceThe three return shipping options are: You can return it using a carrier of your choice and you are responsible for any shipping chargesOr, we can set up pre-paid shipping labels that will be deducted from your refund (for a fee of $per box)Or, you can choose our Home Delivery Return ServiceTechnicians come to your home, disassemble, package and ship the bed back to usThe cost for this service is $and is deducted from your refundAgain, Mr& Mrs*** chose Home Delivery Service at a cost of $
Mr& Mrs***'s pQueen Mattress & Modular Base was picked up on January 6, and their Synchrony account was credited $1,on January 7, We're sorry the bed did not work out for Mr& Mrs*** and wish them well
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 13, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told by the salesperson that it would be $Not once did the figure $come into playIf I would've known that, we would have done it ourselvesAnd to be doubly charged is outrageous for a bed that was not what was advertised

Final Consumer Response /* (2000, 7, 2016/01/11) */
I have checked on Wed Jan the refund/credit was finally posted to the account that is now closed for $
We are pleased that we finally get refund/credit and our nerve wracking experience ended as wellIt should not be this way for
all customers to go through what some of these customers are experiencing

Initial Business Response /* (1000, 5, 2015/12/23) */
December 23,
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 company regarding the delivery of their orderMr& Mrs***'s bed is scheduled to be delivered on December 28, As a token of our apologies, we have credited their Visa for the Home Delivery fee of $+ tax = $We understand that this has been a tremendous inconvenience and truly appreciate their patience
Best regards,
Legal Correspondence Analyst

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I did not order the P5, I ordered the cThis was their shipping mistake, not mineHowever, due to the hassle of exchanging the bed, and the extremely poor and rude customer service from sleep by number, it is less of a hassle to keep the bed than to continue to deal with them and exchange beds

March 1, 2017 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***. Mr*** spoke with one of our Customer Advocacy Managers on Friday February 24th and stated the air chamber lost air when capped off and an order was placed for a Queen Single Chamber shipping UPS Next Day Air Saturday. Per UPS, Mr*** received his chamber at 10:A.MSaturday February 2017. We consider this matter closed Best regards,Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 7, 2015/12/16) */
December 16,
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 the delivery of a remoteWe understand that this was a tremendous inconvenienceA new remote was delivered to Ms*** via UPS on December 9, Ms*** will also receive a new SIQ Dual Pump within the next 3-business daysWe emailed her the simple steps on how to remove and replace the unitIf Ms*** has any questions, we recommend she contact us at 800-472-
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 11, 2016/01/21) */
January 21,
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 have experienced
in reaching out to our company regarding their warranty orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected their order and deliveryTheir bed is scheduled to be delivered on January 27, Due to the delay, we can extend the exchange policy on the bedding items until days after delivery of their bedWe understand that this was a tremendous inconvenience and appreciate their patienceWe did apply an appeasement to their Visa as a token of our apologies
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 18, 2016/02/08) */
***Document Attached***
I appreciate the efforts of Sleep Number to rectify the situationUnfortunately, we've had another problem ariseAttached please see the text of an email I had to send this evening
Our mattress arrived one week ago but the deliverymen couldn't figure out how to set up Sleep IQAfter they left I was able to do it in seconds on my own
We've felt strange in the bed and, after a Live Chat with customer service, have discovered that the deliverymen/set up guys set it up incorrectlyI now have to manually undo everything and fix what we believe to be the problem
If this doesn't work, we will have to return or exchange the mattress, which we are told will cost $to do
As you'll note in the attached file, we've spent money on medical care due to sleeping on the floor from not having a mattress when it was supposed to be here (because of miscommunication between Sleep Number's various departments where the bed delivery was accidentally canceled times)
Final Business Response /* (4000, 20, 2016/02/11) */
February 11,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
We sincerely apologize to Mr& Mrs*** for the delays they have experienced in reaching out to our company regarding their warranty orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected their order and delivery
According to our records, Mr& Mrs***'s bed was delivered on January 27, Mr& Mrs*** opted to complete the sof their Sleep Number(r) SleepIQ at a later time as they did not have the required WIFI information at the time of delivery
On February 9, our records indicate Mr& Mrs*** talked to of our customer service agents regarding their Sleep Number(r) Cal King iLE MattressOur agents were able to address their concerns about the comfort pad during the calls
In Mr& Mrs***'s response filed with the Revdex.com February 8, 2016, they do not state any desired resolutionIf Mr& Mrs*** have any further questions, we encourage them to contact us at ***
Best regards,
CS Correspondence Specialist
Final Consumer Response /* (2000, 22, 2016/02/22) */

Initial Business Response /* (1000, 10, 2016/01/11) */
January 11,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
We sincerely apologize to Ms*** for the delays they experienced in reaching
out to our customer serviceThis is not our mode of operationWe recently implemented a complete computer systems conversion, which affected their order
Ms*** ordered a Lyocell Sheets set and a Tech-e Pillow from our web site on November 19, The sheets were delivered via UPS on November 25, Ms*** called customer service on December 15, requesting to cancel the Tech-e Pillow, but it had shipped and was delivered via UPS on December 21,
Ms*** is welcome to exchange her Tech-e Pillow at our store or by calling customer service at *** within the first days of receiptAgain, we are sorry for the shipping delay
Please contact me directly if you have any questions
Best regards, Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2016/02/22) */
February 22,
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***
Mr***
purchased an Outlet Queen Mattress and Base on 1/8/He financed $*** through Synchrony Financial and put the remaining $*** on his American Express cardThe financing terms were months with equal payments and deferred interestThe account was to be paid off months after the purchase in order to avoid paying accrued interest from the time of purchaseIf payments were not paid on time, there would be late fees on top of that, as well
Sleep Number and Synchrony Financial are separate companiesDue to federal laws protecting the privacy of consumer's financial information, Synchrony cannot provide or discuss our mutual customer's financial transactions or any other facts regarding their individual accountsSleep Number cannot alter Mr***'s agreement with Synchrony
We apologize for any inconvenienceIf Mr.*** has any questions regarding his account, we recommend he contact Synchrony Financial directly at ***
Please contact me directly should you have any questions
Best regards,
CS Correspondence Manager

September 12, 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 pKing Mattress without Base, a mattress pad, and our Home Delivery Set Up Service on June 20, 2015. The mattress was delivered on July 3, 2015. Ms*** emailed our Customer Service Center September 2, about air loss and was given troubleshooting instructions and was advised to call back with the results. Based on the results the air chambers were replaced under her Year Limited Warranty on October 3, Ms*** reached out to us via Live Chat last week. She was having air loss again and told our representative that she had done the troubleshooting and needed the chamber. Ms*** declined ordering once she found out her warranty replacement cost and the order is currently in her file in progress awaiting payment. We will be more than happy to push the order through once we receive payment We cannot honor Ms***’s request for a full refund of her entire order from as she is far outside the Night In-Home Trial Period. We will always support Ms*** under the terms of her Year Limited Warranty Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 15, 2015/11/13) */
November 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 has experienced in
reaching out to our customer service
We just shipped Mr*** the two king chambers, since the previous shipment was lostThe air chambers will be delivered tomorrow via UPS Next Day Air, Saturday deliveryI have left Mr*** a voice message to let him know how to reach me if he has any questions
We apologize for the waitWe understand that this has been an inconvenience and truly appreciate his patience
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 18, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I submitted the latest problems I am encountering with this company to Revdex.com last nightYes they did send the air mattressesI received them with no instructions but tried to install using my existing select comfort air pumpThe problem is that the company does not make a input hose air bladder any more, only one hose bladdersI was told many times by different reps at the website and on the phone that all I needed to do was just hook up one hose to each bladder and everything would be OKI did as told and nearly exploded one of the new bladders when I used my remote to fill the bladderThe compressor continued to fill the bladder and never turned offLuckily I was able to pull the plug to the compressor before the bladder burstI online chatted with the company agent after this happened and he informed me that the old compressor was incompatible with the new single hose mattresses and I would need a new compressor to use with the new air bladdersHe then informed me that it would cost me $for the new compressor!I told him there was no way I was going to pay for a compressorHe finally agreed to send the new compressor and new remote free of chargeI asked when since I have been waiting since early October to be able to use my bedI was told 2-weeksEnded chat and called repMary *** who had just recently sent the air chambersShe again apologized for the screwup but could not expedite the shipment of the compressorShe said until it arrives, I could use the new air chambers if I inflated them using the old compressor but to stop the compressor when the mattress was "firm" then just pull off the compressor hose and quickly cap off the bladder input portI can't believe that they cannot get the compressor needed to me overnight or quicker than to weeksTheir workaround to be able to use the new chambers is ridiculousWhy even put the new chambers into the bed? I might as well put them on the floor and pump them up as if I was out in the woods campingI am astonished that this company is still in business

Initial Business Response /* (1000, 11, 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 request for a new remote control
To better serve Ms***'s request, we shipped her a new pump (including a new remote) via UPS Next Day Air, which was delivered on November 25,
We understand that this has been an inconvenience and truly appreciate her patience
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 17, 2015/12/23) */
*** See Attached ***
Final Business Response /* (1000, 21, 2016/01/07) */
January 7,
Case # ***
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms***
Again, we sincerely apologize to Ms*** for the delays she has experienced in reaching out to our company regarding the request for a new remote control
The pump we shipped to Ms*** was a single pump rather than a dual pumpWe apologize for the errorWe will ship Ms*** a dual pump with dual remote via UPS Next Day Air, which will be delivered early next weekMs*** will receive a pre-paid UPS Return Shipping Label via U.SMail to return the single pump, as well
Again, we're so sorry for the inconvenience and we truly appreciate her patience
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Final Consumer Response /* (2000, 27, 2016/01/22) */

Initial Business Response /* (1000, 5, 2015/12/31) */
December 31,
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 canceled order and refundWe understand that this has been a tremendous inconvenienceMs*** apparently canceled her VISA credit card so we are issuing a CHECK refund for $2,Her check will be mailed early next week
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company never bothered to call me after several attempts to contact them by me and my bankIt was only after filing the complaint with the Revdex.com that they finally reacted to my request for my money backThe least they could have done is overniga check to meAs far as I'm concerned this issue is not resolved until I receive said checkThe checks in the mail doesn't cut it

Initial Business Response /* (1000, 11, 2016/01/21) */
January 21,
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 orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected her order and deliveryWe understand that this was a tremendous inconvenience and appreciate her patience
We approved a return for refund of Ms***'s CoolFit Foam 4" Pillow, Total Protection Mattress Pad and CoolFit Foam 6" Pillow, and provided a pre-paid UPS Return Shipping LabelAll we received back was the CoolFit Foam 6" Pillow on January 5, We refunded the $for the CoolFit Foam 6" Pillow to her Synchrony account on January 7, We will apply $for the two other bedding items, to Ms***'s Synchrony account within the next days, as a token of our apologies
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/12/17) */
Dear Revdex.com,
This is to inform you that on December 15, 2015, I received a refund (179.99) from the Sleep Number bed companyI consider this matter resolved but I will not be doing business with this company in the near future! Thank you for
your help and best wishes to the Revdex.com
Sincerely,
***, I.D#***
Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not see a response from the business (Sleep Number Corporation)! What were the reasons for their incredibly poor service? Please send me their reply to my complaint
Thank you,
***
Final Business Response /* (4000, 9, 2015/12/23) */
December 23,
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 orderIf Mr*** is a single-sleeper, he may want to consider exchanging his queen dual air chambers for a queen single air chamber (no need to exchange the pump) in the futureHe can also purchase a queen single air chamber if he prefers to have both options available to him
Mr*** received a full refund of $on December 14, We understand that this has been a tremendous inconvenience and regret that we have disappointed him due to our company-wide computer conversion
Best regards,
Legal Correspondence Analyst

January 15, Revdex.com of Minnesota & North Dakota RE: Mrs*** Case #*** Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mrs***. Mrs*** had conference call with Synchrony and our Case Management Team on January 10, 2018. On that call it was explained that Synchrony could not merge two accounts as she was requesting. Additionally, we explained that even though there were credits that went back to the financing, the account wouldn’t be reconfigured with a new monthly payment. The amount would come off the back end of the financing. We advised she would have to work with Synchrony to change the monthly payments as we could not do that for her Mrs*** said she already worked that out with their Customer Service Department and had the payments changed We apologize that we did not follow up as we should have. Sleep Number strives for world class customer service and it’s obvious we fell short of that goal. We will use her experience as a coaching opportunity to ensure all our representatives continue to follow up with our customers making sure all questions are answered and the customer is satisfied with the answers given Best regards, Customer Advocacy Escalation Consultant