Sleep Number Corporation

Initial Business Response /* (1000, 10, 2016/01/18) */
January 18,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
We sincerely apologize to Ms*** for the delays she experienced in reaching
out to our company regarding her orderMs*** elected to cancel her orderWe refunded her Synchrony account for $on January 6, We understand that this was a tremendous inconvenience and regret that we have lost her business due to our company-wide computer conversion
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 12, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did cancel my sleep number order...approximately one week after speaking to Ted from customer service who stated I would hear from Case Management within hours of my complaint, I was still waiting for that phone callTo be treated without any regard whether a product is $or $is unacceptable by any company
Final Consumer Response /* (2000, 14, 2016/01/20) */

Initial Business Response /* (1000, 8, 2016/01/25) */
January 25,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
We sincerely apologize to Mr*** for any delays he experienced in reaching out
to our company regarding his recent bed orderWe understand that this was an inconvenience and appreciate his patienceMr*** elected to cancel his order so his MasterCard was credited in full on January 2, We regret that we have lost Mr***'s business due to our computer conversion
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/02/04) */

April 5, 2016 RE: Mrand Mrs*** Case # *** Dear Revdex.com: Thank you for the opportunity to follregarding the complaint of our customer, Mrand Mrs***Our position remains the same. To reiterate, the Sales Professional went over the Terms and Conditions of Sale with Mrand Mrs*** in detail and Mr*** signed the agreement as well as initialed each respective disclaimer relative to the items they purchased (copy available upon request), including the following: Returns: All returns must be authorized. No unauthorized returns are allowed. If you are returning your mattress, modular base or set purchase un the Night In-Home Trial Policy, you must contact our Customer Service Center (###-###-####) to obtain a Return Merchandise Authorization (RMA) number before returning the bed to us. Once your authorized return has been completely received by us in a good and sanitary condition, we will reimburse the full purchase price of the items being returned less shipping or Home Delivery Service and Set up fees. Mrand Mrs*** were given an itemized copy of their order. The Customer Order reads: QC $Sleep IQ, Dual, one remote $Queen Foundation $Home Delivery $Total $We cannot accommodate Mrand Ms***’s request to have the initial Home Delivery Sfee reversed. This was a service that was provided for them. Again, we are sorry the bed did not work out for them and wish them wellBest regards, CS Correspondence Manager

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 caused our call volumes to be higher than usualWe understand that this was a tremendous inconvenience and appreciate their patience
Our records indicate that Mr& Mrs*** purchased a Sleep Number(r) mw/SIQ, King, Matt and Stone, P/I/M Series, Modular Base, King with UPS shipping service on May 16, The order was delivered on May 21, Mr& Mrs*** opted to finance their purchase with a Synchrony Financial 12-month Deferred interest with minimum payments account
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
We're sorry we cannot accommodate Mr& Mrs***'s request to adjust the terms of their Synchrony financing account
Best regards,
CS Correspondence Specialist

February 19, Revdex.com of Minnesota & North Dakota RE: Ms*** Case # *** Dear Revdex.com: Thank you for the opportunity to follregarding the complaint of our customers, Ms***. Our position remains the same. Ms***’s order total was $3188.57, which included the Home Delivery fee which was $plus tax for a total of $192.59. This fee is not refundable. The return was set up to have our Home Delivery Team pick up the mattress which was another non-refundable amount of $192.59. We settled $back to her financing account which is $less the two Home Delivery charges. Ms*** mentioned $in late fees in her initial complaintWe assume that is what the difference is. We are not responsible for any fees charged by the finance company due to late payments Again, we’re sorry the mattress did not work out for her and wish her well Kind regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2015/10/26) */
October 26,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs***
Mrs***'s complaint was discussed and resolved today on October 21, A
return for refund has been set up in our systemMrs*** will receive a call soon to arrange a convenient date and time to pick up her mattress
We apologize to Mrs*** for any inconvenience and wish her wellPlease contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The call to return the item was during business hours and I was unable to pick upI was given the generic customer service number to call backPlaced on hold for another min without being connectedThere is no reason why a return should take a month to receive a reply from the company

Initial Business Response /* (1000, 8, 2015/11/20) */
November 20,
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 delay she has experienced in reaching
out to our customer service
We are mailing Ms*** a check for $to refund the cost of the Home Delivery Return Service and will be crediting her Synchrony account for $for the refused Base Legs
We are sorry the bed did not work out for her and wish her well
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2016/01/25) */
January 25,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
We sincerely apologize to Mr& Mrs*** for the delays they have 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 bed is scheduled to be delivered on February 2, We understand that this was a tremendous inconvenience and appreciate their patience
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 10, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response, because they have told me many lies in regards to this problemThis was one of manyThe only thing that will make me accept this response is for my bed items to come through my door

Initial Business Response /* (1000, 8, 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 reaching out
to our company regarding her refund due to our company-wide computer conversionWe understand that this has been a tremendous inconvenienceMs***'s American Express card was credited for $on December 14,
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2016/02/01) */
February 1,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
We're sorry for the delays Mr& Mrs*** experienced in reaching out to our
company regarding their orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which delayed their orderWe understand that this was a tremendous inconvenience and appreciate their patienceMr& Mrs***'s Comforter, ClimateFit, Medium Warmth, Grand King has been discontinuedWe have refunded their purchase price and sent them a comforter of equal or better qualityWe hope this helps ease some of their frustration
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 6, 2016/03/10) */
March 10,
Select Comfort Customer # ***
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***
On February 19, 2013, Ms*** called our customer service saying, "I just got a call from the billing company asking for payment on the product, so obviously they weren't informed that we were offered a day extension." The Customer Service Representative (CSR) explained that the billing process continues the same, unchanged and any amount over-paid is refunded if you decide to return your bedMs*** said she felt that was poor customer service and to come and get the bedMs*** was talking to a male during her conversation with the CSR and made derogatory comments to him about Sleep Number and that she didn't make her payment on timeSleep Number and GE Capital are separate companiesDue to federal laws protecting the privacy of consumer's financial information, GE cannot provide or discuss our mutual customer's financial transactions or any other facts regarding their individual accountsSleep Number cannot alter Ms***'s agreement with GEMs*** chose the Home Delivery Return Service at a cost of $Ms***'s Sleep Number(r) cMattress & Base and Standard Legs Kit were picked up on March 5, and her GE account was credited for $1,on March 6, Ms*** did file a dispute with GE, which Sleep Number responded to on April 22, In regards to Ms***'s dispute, GE found in "favor of merchant." Sleep Number has never received any "appeal letters" or any other telephone calls to customer service from Ms***We sorry, we cannot accommodate Ms***s request for free Home Delivery ServicesWe have an obligation of fairness to maintain for all of our customers and cannot make her request an exception."
Please contact me directly if you have any questions
Best regards,
***
CS Correspondence Manager
Initial Consumer Rebuttal /* (3000, 8, 2016/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I may be willing to pay for the piservices but I refuse to pay for the bed deliveryI was told verbally in person by the salesman at the showroom at the time of purchase that he would waive the delivery feeBut, he deceived me and left it in the contract and broke our verbal agreementI have already sent all letters written to Select Comfort/sleep number and GE capital multiple times
Final Business Response /* (4000, 10, 2016/03/15) */
March 15,
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***
To recap the events, Ms*** purchased her Sleep Number Bed back on December 16, On February 19, Ms*** called in to set up a return on her productIn April of Ms*** disputed the charges with GEIn regards to Ms***'s dispute, GE found in "favor of merchant." Additionally Ms*** filed a complaint with the IL Attorney General in April of This was the first we heard mention of the free home delivery Ms*** states she was offered at point of sale in The salesman would have waived that fee at that timeSleep Number has never received any "appeal letters" or any other telephone calls to customer service from Ms*** until her complaint with the Revdex.com on March 4,
Ms***'s GE account was credited $on March 6, The remaining balance of $was for and the sand removal fees and an InBalance Layer which was keptIt was Ms***'s responsibility to pay her bill
Again, we will not accommodate Ms***'s request for free Home Delivery ServicesWe have an obligation of fairness to maintain for all of our customers and cannot make her request an exception."
Please contact me directly if you have any questions
Best regards,
CS Correspondence Manager

July 25, 2017 Revdex.com of Minnesota & North Dakota RE:        Mr. [redacted]Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted]. Mr. [redacted]...

purchased a p5 King Mattress with SIQ and a King Modular Base on 11/15/2016.  He did not take delivery until 1/14/17 due to waiting on furniture purchased elsewhere.   Based on a call into our Customer Service Center on 3/3/17 the rails and beams of the base were replaced.  The parts shipped UPS and were received on 3/7/17. On 6/2/17 Mr. [redacted] called our Customer Service Center after completing some troubleshooting.  After discussing his findings, our representative replaced the foam topper pad and ordered a chamber lift to level out the mattress as Mrs. [redacted]’s side of the mattress was higher than Mr. [redacted].  Our representative explained that we were experiencing a shipping delay and told him there would be an extended lead time. We apologize for the delay and are doing all we can to fulfill customer orders as quickly as possible.  The parts are slated to ship on 7/28/17.   We cannot honor a request for a return as he is outside of his 100 Night In-Home Trial.  As always, we will continue to work with Mr. [redacted] to help him find comfort.  Should any product need replacing, we will do so under the terms of his 25 Year Limited Warranty. Best regards,Customer Advocacy Escalation Consultant

December 12, 2016     Revdex.com of Minnesota & North Dakota   RE:        Mr. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to follow up regarding the complaint of our customer, Mr....

[redacted].   Our records indicate Mr. [redacted] purchased a Refurbished Queen p5 Mattress and Modular Base on March 23, 2005.  The bed was delivered to Mr. [redacted]’s home via UPS on March 29, 2005.   On December 4, 2012 Mr. [redacted] called our Customer Service Center (CSC) and stated he was missing parts of the numbers on his remote and our Customer Service Representative (CSR) sent a replacement remote out to Mr. [redacted] at no cost.   Mr. [redacted] chatted in on December 6, 2016 and stated that the connector on the end of the hose was cracked.  Our CSR explained the connector alone could not be replaced and that Mr. [redacted] would have to replace the pump under his 20 year Limited Warranty.  Mr. [redacted] is currently covered at 36% under his limited warranty and his replacement cost would be $230.15.  Mr. [redacted] did not place the order and ended the chat.   We are more than willing to replace the pump for Mr. [redacted] under terms of his limited warranty.  The date the bed was delivered was March 29, 2005 so Mr. [redacted] has until March 29, 2017 to call our CSC to get the pump replaced for $230.15.  The warranty coverage drops 4% each year on the date the bed was delivered.  Additionally, in his complaint Mr. [redacted] mentioned that his mattress cover has loose stitching.  We can replace the cover for him under his limited warranty as well.  The replacement cost for the cover at 36% coverage would be $436.48.   We encourage Mr. [redacted] to call or chat in to our CSC to place the order prior to the drop in his warranty coverage in March of next year.     Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2016/02/16) */
February 16, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We're sorry for the delays Ms. [redacted] experienced in receiving her Sleep Number(r)...

King cSE Mattress and Modular Base due to theft of the product from her porch.
According to our records, on January 26, 2016 a customer service agent left a voice message instructing Ms. [redacted] to send a copy of the police report to us per standard protocol.
On February 2, 2016 Ms. [redacted] informed a customer service agent she had gotten a police report and would email it in to us.
On February 9, 2016 Ms. [redacted] spoke to a customer service agent and a replacement order for her Sleep Number bed was set up. Ms. [redacted] can expect her Sleep Number(r) King cSE Mattress and Modular Base to ship by February 23, 2016.
Again we would like to extend our apologies regarding Ms. [redacted]'s experience.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The answer in yes and no. Yes I am glad that my bed is on the way by 02/23/2016 however below is what was printed by the staff at the location where the purchase was made in Colorado. Location Colorado Mills Mall Colfax Ave. Lakewood Colorado.
When I went into the purchase location to share what had happened I was informed that there would be NO OTHER CHARGES to me. No Shipping and there would be an upgrade to a P5. This was passed on to me by the sales staff Blake.
On the reply there in no mention that there will be no further charges to me as I have waited since 11/09/2015. Also so I should be informed of the arrival date so that someone is there to sign for this product with the cost.
I live in the mountains and not the city not many people around. during the day.
Thank you for the assistant in this matter, I will be happy to receive this product as I have NEVER had a brand new bed in my life.
Thanks again [redacted]

Initial Business Response /* (1000, 5, 2016/02/18) */
February 18, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We're sorry for the delays Ms. [redacted] experienced in reaching out to our company...

regarding delivery of her Sleep beds. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected her order. Weather delays also played a factor in delaying her delivery. We understand that this was a tremendous inconvenience and appreciate her patience.
Ms. [redacted]'s Sleep Number beds are scheduled to be delivered February 25, 2016 between the hours of 9:00 A.M. and 1:00 P.M. We have credited her MasterCard as a token of our apologies. We hope this helps ease some of her frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/02/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received any credit on my MasterCard. I was informed that I would receive a free delivery due to the situation, but as of today, February 23rd, nothing has been credited to my account. Once again, Select Comfort is saying they are sorry & I am a valued customer, but are not following through on promises.
After the amount of time this has taken, the numerous calls & emails I have made with not only no resolution, but also being ignored by Select Comfort, I am due more than just the delivery fee. I am due half the cost of my purchase: $3156.23. This is what will ease my frustrations & show me that Select Comfort values me as a customer. This amount - $3156.23 - is what I will accept.
Final Business Response /* (4000, 9, 2016/02/25) */
February 24, 2016
RE: Ms. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
Ms. [redacted] placed her order on 11/28/2015. On 12/03/2015 Ms. [redacted] called in to our Customer Service Department and advised her new home was not ready. On 12/14 Ms. [redacted] called in to change the delivery address and requested delivery on February 2, 2016. On 1/8/2016 Ms. [redacted] confirmed delivery for 2/2/16 with our Home Delivery Department.
On 2/2/2016 our Home Delivery Department called out to say we could not delivery due to the inclement weather. Ms. [redacted] was advised that we would appease $200 once the bed was delivered. On 2/4/2016 Ms. [redacted] confirmed delivery for 2/25/2016 between the hours of 9:00 A.M. and 1:00 P.M.
In the spirit of good customer service, will be crediting a monetary appeasement to Ms. [redacted]'s MasterCard, once the order is delivered, as a token of our apologies. Inclement weather caused the delay. We believe the appeasement is fair given the fact that it was due to an act of God.
Best regards,
CS Correspondence Manager

Initial Business Response /* (1000, 13, 2015/12/16) */
December 16, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they have experienced...

in reaching out to our company regarding their order. We understand that this has been a tremendous inconvenience. The Topper requested will be delivered via UPS within the next 3-5 business days.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

April 7, 2018   Revdex.com of Minnesota & North Dakota   RE:          Ms. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to follow-up regarding the complaint of our customer, Ms. [redacted].    Our position remains the same.  We are not able to honor her request for a return on the adjustable base and again recommend she reaches out to American Express and Synchrony Financial with questions about her credit standing.   Kind regards, Customer Advocacy Escalation Consultant

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I received a phone call from a representative on April 21 2018 and we spoke about the warranty as it stands and that moving forward Sleep Number will honor the warranty and if I were to have any trouble I am to tell the representatives to refer back to the notes dated January 2016

August 18, 2017   Revdex.com of Minnesota & North Dakota   RE:        Ms. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to follow-up regarding the complaint of our customer, Ms. M[redacted].   One of our Case Mangers has contacted Ms. [redacted] and they discussed where we missed mark along the way since Ms. [redacted] purchase.  We truly apologize for the experience and appreciate the candid feedback.  This gives us insight to where we need further coaching as to prevent this from happening to other customers and to better ourselves as a company.   Ms. [redacted] is taking the weekend to think about which direction she would like to go—keep the order in play and get scheduled or set up a return.  She was given a direct line for the Case Manager and they will touch base on Monday 8/21/17.    It is our sincere hope that Ms. [redacted] opts to schedule her order.  The product will be more than expected once set up in her home.                         Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2016/01/27) */
January 27, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We're sorry for the delays Ms. [redacted] experienced in reaching out to our company...

regarding her order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed her order. Ms. [redacted]'s Split King M7 Mattress & FlexFit 2 Adjustable Base were delivered on January 13, 2016. We understand that this was a tremendous inconvenience and appreciate her patience.
Best regards,
CS Correspondence Specialist