Sleep Number Corporation

Initial Business Response /* (1000, 8, 2015/12/23) */
December 23, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they experienced...

in reaching out to our company regarding the delivery of their order. Mr. & Mrs. [redacted]'s air chamber was delivered via UPS on December 18, 2015. We understand that this has been a tremendous inconvenience and truly appreciate their patience.

Best regards,

Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2015/06/10) */
June 10, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. [redacted]
Our records indicate that nearly eight years ago, on August 17, 2007, Mr. &...

Mrs. [redacted] purchased a Sleep Number(r) 7000 King Mattress and Modular Base set, a base legs kit, a mattress pad, two sheets sets, two pillows and Home Delivery Service at one of our retail stores. Mr. & Mrs. [redacted]'s bed set was delivered to an address in Nevada on August 25, 2007.
On September 29, 2007, Mrs. [redacted] called us to complain that one of the sheets set was pilling and as courtesy, we sent a new set of sheets at no charge.
Mrs. [redacted] called our customer service on May 26, 2015. This is the first time Mr. & Mrs. [redacted] have ever contacted us regarding any discomfort or issue with their Sleep Number bed. The Customer Service Representative advised Mrs. [redacted] that we could send her two air chamber lifts (at no charge) that are easy to install. Mrs. [redacted] was very argumentative and was not interested in any "Band-Aid."
Mr. & Mrs. [redacted]'s 20-Year Limited Warranty does state,
"What is not covered:
Conditions arising from normal wear and tear. (Conditions arising from normal wear and tear include, but are not limited to: mattress cover compression, foam compression, or discoloration of components.)
Damage from tampering with any component or from opening the Firmness ControlTM System.
Damage from misuse or abuse of the warranted product or component.
Damage from laundering or dry-cleaning.
Acts of God, such as but not limited to lightening damage."
We're sorry, we cannot accommodate Mrs. [redacted]'s request for a refund or partial refund. Mrs. [redacted]'s complaint regarding a sagging in the middle sensation can be addressed if she is calls us again at [redacted], and is willing to calmly discuss her concern.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Final Consumer Response /* (2000, 5, 2016/01/08) */

Initial Business Response /* (1000, 7, 2015/10/28) */
October 28, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
Ms. [redacted]'s damage claim was resolved and a check was mailed to him. He cashed...

the check on October 14, 2015.
We apologize to Mr. [redacted] for any inconvenience and wish him well. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 9, 2015/10/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

January 20, 2017 Select Comfort Customer # [redacted] 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] has been working with...

one of our Customer Advocacy Mangers and the matter has been resolved with mutual satisfaction.   Best regards,Customer Advocacy Escalation Consultant

July 29, 2017   Revdex.com of Minnesota & North Dakota             RE:  Ms. [redacted]   Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding he complaint of our customer Ms. [redacted]....

  Ms. [redacted] purchased a FlexTop King p6 Mattress w/SIQ, a FlexFit2 Adjustable Base and some accessory items on 1/19/15.  When the bed was delivered on 1/29/15, our technician called into our Service Center stating that Mr. [redacted] had set up the SIQ account and had all the passwords and that they would call back in once Mr. [redacted] returned home. The next contact with her was on 1/14/16 when we were notified the mattress pad had torn.  We placed an order to replace it.  3/21/16, we were contacted regarding the right side of mattress sliding and they were requesting a technician come out to the home to inspect.  No action was taken. On 7/8/17 she chatted in to register her SIQ account and was advised to call our Customer Service Center due to the age of the order.  She was advised that the account had already been set up and a password was created.  She advised it was not her email.  Our representative advised that we would need to work this on the back side and that we would reach out in 5-7 days.  Unfortunately, due to heavier than normal call volume, the call out was overlooked.  We’re terribly sorry for this and had one of our Innovation Team members call out to resolve.  A voicemail was left.   We can send a technician to look at the bed, but there is a cost involved for that service.  We recommend that she do the troubleshooting, which we can walk her through over the phone, and if we find that parts need to be ordered, we can replace them under the terms of her 25 Year Limited Warranty.  The parts would ship to the home via UPS and if she needs a technician to come out and install, she could set up that order when ordering the parts.  We look forward to working with her towards resolution.   Best regards, Customer Advocacy Escalation Consultant

January 28, 2017     Revdex.com of Minnesota & North Dakota   RE:        Ms. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted]....

  Our records indicate that Ms. [redacted] purchased a Queen p5 Mattress with SleepIQ, a Queen FlexFit2 Adjustable Base and some accessories on November 19, 2016.  The bed was scheduled to be delivered and installed by our Home Delivery Team on December 29, 2016.    Our Home Delivery Scheduler called out to Ms. [redacted] on December 27, 2016 to offer the timeframe and Ms. [redacted] said she had to reschedule due to her apartment flooding.  Ms. [redacted] requested that the delivery be pushed out until the middle of January and requested a Saturday delivery.   Our representative offered January 14, 2017 and Ms. [redacted] accepted.    We, unfortunately, had a tech emergency and the entire delivery route for January 14, 2017 had to be cancelled.  Ms. [redacted] was offered January 17, 2017 and a fair appeasement for her troubles and she accepted.   Sadly, the route for January 17, 2017 had to be cancelled as well.  Ms. [redacted] cancelled her order.   This experience is definitely not the norm.  Our mission at Sleep Number is to provide World Class Customer Service and it’s obvious we fell short of that goal.  We are truly sorry for the experience and wish Ms. [redacted] well.     Best regards, Customer Advocacy Escalation Consultant

Final Consumer Response /* (2000, 6, 2015/11/02) */
The remainder of the money to be refunded has now been refunded. It is not clear due to the transit time of US Mail whether this was done before or after Select Comfort was notified of a complaint. If possible, I would like to amend rather than...

withdraw the original complaint. My complaint is now that the refund was sent as three separate checks for three separate amounts on three separate dates, which is far more confusing and misleading than if the full amount to be refunded had been sent as one check. Since I cannot see how it was necessary or even more practical to send three refunds instead of one, the solution I now request is for Select Comfort to provide a plausible explanation for handling this issue in an extremely confusing manner.

April 6, 2018   Revdex.com of Minnesota & North Dakota   RE:        Ms. [redacted] Case #[redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].  ...

  Since submitting her complaint, Ms. [redacted] has been working with one of our Customer Advocacy Managers and this matter has been resolved with mutual satisfaction.   Best regards, Customer Advocacy Escalation Consultant

December 6, 2016   Revdex.com of Minnesota & North Dakota     RE:        Ms. [redacted]   Case #  [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our...

customer, Ms. [redacted].   We’re sorry for Mr. [redacted]’s experience and the damage done to her home during the installation of her Sleep Number® Queen Dual p5 Mattress and Queen Modular Base.  This is not our normal mode of operation.  We realize this was a tremendous inconvenience and appreciate her patience.  We understand that sometimes accidents can happen and have prepared to resolve Mr. [redacted]’s claim.  We have a very thorough investigative process we follow regarding property damage that may as the result from installing our product.   Ms. [redacted]’s complaint was discussed and she was contacted and advised that we need her to submit a quote for the damage claim and once received, we will fulfill our obligation to rectify the issue.  Our mission at Select Comfort is to provide World-Class Customer Service and while it is obvious that we fell short of that goal, Ms. [redacted]’s feedback will help us focus on opportunities to improve.      Best regards,   Customer Advocacy Escalation Consultant

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].   A member of our...

Direct Sales Team called out to Mrs. [redacted] on November 11, 2016 and advised that since Synchrony denied Mrs. [redacted]’s request for credit she could offer a secondary finance opportunity.  Our Customer Service Representative (CSR) went through the financing application with Mrs. [redacted] and a member of HelpCard.  Mrs. [redacted] was approved for $5000 and ordered a King cSE Mattress with SleepIQ, Modular Base and some accessories.  An email was sent to Mrs. [redacted] outlining the Terms and Conditions of Sale and another to help her register for the SleepIQ.  The bed was delivered to Mrs. [redacted] via our Home Delivery Install and Set-Up Service on November 23, 2016.      Mrs. [redacted] called our Customer Service Center on December 8, 2016 to set up a return on the bed.  When our CSR asked why she wanted to return Mrs. [redacted] said she had tried all the numbers and the mattress was just not for her.  Our CSR set up the return and went over the return options.  Mrs.  [redacted] chose to have the bed picked up via our Home Delivery Return Service due to not having boxes and became upset when our CSR explained that she would have to pay for the service.  Additionally, when our CSR explained the bedding items were final sales Mrs. [redacted] said that she was keeping them and was not worried about that.  Mrs. [redacted] requested that the bed be picked up as soon as possible.  The soonest date for pick-up was December 23, 2016 and our CSR booked Mrs. [redacted] for that date.  She ended the call.   Mr. [redacted] is requesting a return on the accessories and to have the Home Delivery Services at no cost.  Per our Terms and Conditions of Sale, all bedding accessories are final sales; returns are not allowed.  The accessory items can be used with any King sized mattress.  The Terms and Conditions of Sale also state “Shipping and delivery fees are non-refundable and do not include any return shipping/delivery service which is available for an additional charge.”   We’re sorry that we cannot accommodate Mr. [redacted]’s request to return the accessories for a refund and no cost Home Delivery Services.  Select Comfort has an obligation of fairness to maintain for all of our customers and we cannot make Mr. [redacted]’s request an exception.  We’re sorry the bed did not work out for Mr. & Mrs. [redacted] and wish them well.       Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 11, 2016/01/25) */
January 22, 2016
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. [redacted] for the delays he experienced in reaching out...

to our company regarding his order and delivery. We understand that this was an inconvenience and appreciate his patience. Mr. [redacted]'s bed was delivered via UPS on December 22, 2015. We did schedule a Home Delivery team to go out and assemble the bed on January 6, 2016, but Mr. [redacted] was not at home and did not answer his phone. We believe that Mr. [redacted] did receive his entire order. We are sorry for the salesperson's error and for the delay.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 13, 2016/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received a duvet cover and also I did not want to wait another 4-6 weeks for setup of bed from your home delivery personnel. I feel sleep number is more interested in my check to clear than following up with customer service
I still want the Duvet cover as promised and refund of home delivery and in home setup charges that I would have paid if it was not included in a promotion, I feel sleep number had no intention of actually following thru with free home delivery and setup
Thanks. Dave Byram
Final Business Response /* (4000, 15, 2016/02/09) */
February 9, 2016
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. [redacted] for the delays he experienced in reaching out to our company regarding his order and delivery. We understand that this was an inconvenience and appreciate his patience. Mr. [redacted]'s bedding items were delivered via UPS on December 9, 2015. Mr. [redacted]'s bed was delivered via UPS on December 22, 2015. We did schedule a Home Delivery team to go out and assemble the bed on January 6, 2016, but Mr. [redacted] was not at home and did not answer his phone. There was no charge for the initial UPS delivery or for the subsequent Home Delivery installation. We believe that Mr. [redacted] did receive his entire order. We are sorry for the salesperson's error and for the delay.
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 11, 2016/01/25) */
January 22, 2016
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 experienced in...

reaching out to our company regarding their order and delivery. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted]'s bed was delivered on January 9, 2016. The cost of their bedding has been credited to their Synchrony account as a token of our apologies.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 13, 2016/01/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We feel they have satisfied our request for further compensation for our inconvenience. Thank you for your assistance.

Initial Business Response /* (1000, 8, 2016/01/11) */
January 11, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
We sincerely apologize to Mrs. [redacted] for the delays she experienced in reaching...

out to our customer service. This is not our normal mode of operation. We recently implemented a complete computer systems conversion, which affected her order.
Mrs. [redacted] ordered a new pump on October 21, 2015 and it was delivered on December 7, 2015 2015. We have credited Mrs. [redacted] back the cost of shipping as a token of our apologies. Again, we are sorry for the shipping delay and appreciate her patience.

Best regards, Legal Correspondence Analyst

I am rejecting this response because:The Sales Person did not tell us about the return policy.  She admits this on a phone call with her (which I can prove)  Her name is Zan and she said she failed to inform me.  There was a reason for the rushed purchase.  We had spent about 40 minutes in the store and then I suddenly recalled leaving my Dog in the car.  The final purchase was quite rushed.  Zan will confirm this as she did on the phone with me.  Several times Zan said my heart was in the car with my Dog and it was a rushed purchase and she did not circle the return policy on the receipt.  She claimed that the Trial is not a Free Trial and because they don't say it is Free they are not obliged to clarify that the trial is chargeable.Yes, buyer beware however there are consumer protection laws that exist in most states one of which is Colorado.  I believe there is clear deception in advertising that there is 100 night free trial.  If one looks online, there are many customers that complain about the customer service and returns policy of select comfort.  Other companies that offer the 100 night trial are indeed different; they are free.  Select Service owes the public a greater level of due diligence when it comes to piggy backing their Trial period on the industry standard Free Trial.  In other words, they should be advertising that their Trial for 100 nights is not free but will cost $360.  I have placed a complaint with the Colo Attorney General regarding what I think is an advertising misdescription due to the industry standard and the size of the text.  By the way, the disassembly of the mattress only takes about 10 minutes; I did it last night.  They seek profit on their free trial.  The reason I don't like the bed is that it is agonizingly painful for me.  I have a very bad back; thus, I sought out a mattress company that offered a 100 night trial and that trial is assumed to be free due to industry standards and Zan's failure to tell me this.My wife was present and she will confirm we were never told about the penalties associated with the return.    Look, I am not going to go bankrupt by the $360 but I must say that it is misleading to call it a Trial.  It is unfair and someone needs to call them on this so that they change their practices and conform with industry standards with most if not all of the 100 night free trial opportunities that are out there.I am purchasing the base, the sheets and the pillows.  This is many thousands of dollars.  This company in my opinion is quite greedy.  They want as much profit as they can get and are preying on misconception or misdescription regarding the word "Trial Period".

February 2, 2018     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].   Mr. [redacted] was provided two offers to resolve his complaint due to the misquotes.  We have attempted to reach him to discuss.  The exchange is still pending and we can process once he provides payment for the difference or, if he chooses to stay with his current adjustable base, we will credit back the difference from the quote to what he actually paid.  Once we hear back from Mr. [redacted] with his choice we will consider this matter closed.   Again, we apologize for the experience and look forward to resolving this for Mr. [redacted].   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2015/11/17) */
November 17, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delay of picking up of their...

mattress, which was on November 12, 2015. The refund of $4,188.03 will be credited to their Synchrony financed account.
We understand that the delays were 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, 10, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please explain why we are being credited $4188.03 when we have an invoice showing we paid $4249.99 for the i8 California King Mattress. Do we get reimbursed for sales tax? I am so disgusted with your company and how they do business. I have let it be known to everyone I talk to that the Sleep Number bed we had is a horrible product and then proceed to explain the trouble we have had trying to return the product. Now you are saying you will not reimburse me the full amount we paid for the mattress, this is just one more thing to let people know. I am in the medical profession and am oftened asked about mattresses by patients. I have told people straight out the problems I experienced with the Sleep Number mattress and the trouble I have had trying to return it.
Final Business Response /* (1000, 14, 2015/12/03) */
December 3, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mrs. [redacted].
We apologize to Mr. & Mrs. [redacted] for any confusion regarding their refund. The following refund settled on November 18, 2015:
$4249.99 mattress
$123.25 + tax
43743.24 = sub total
$185.21 - (Home Delivery Return Service pick-up of $179.99 + tax)
$4188.03 total
As a token of our apologies, we also provided Mr. & Mrs. [redacted] an additional credit for $179.99 on November 4, 2015.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2016/02/15) */
February 15, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We're sorry for the delays Mr. & Mrs. [redacted] experienced in reaching out to our...

company regarding their order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed their order. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted]'s Sleep Number(r) Split King p6 Mattress was installed on February 13, 2016. A credit settled to their Visa on February 9, 2016 as a token of our apologies. We hope this helps ease some of their frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We acknowledge that Sleep Number ultimately resolved the issue as stated. However I do not agree that this is not their normal mode of operation. The computer system conversion was used as an excuse for 5 months. During this period we were constantly faced with obstinate refusal to resolve problems of their own making in a timely and equitable manner to get a bed delivered. It took over 3 months to issue referral credits after talking to at least 6 customer reps and managers. I think the public should be made aware of their poor customer relations record as evidenced by the many reviews that I have recently discovered that relate similar experiences.
Final Consumer Response /* (2000, 8, 2016/02/17) */

January 4, 2018   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 Split King i10 360 Smart Bed – i10 Mattress and Split King 360 FlexFit2 Adjustable Base- on July 9, 2016.  He was waiting on delivery of bedroom furniture from another vendor and had the product delivered on November 16, 2017.  The bed did not fit in the new furniture so he exchanged to a Split King p6 Mattress with a Split King FlexFit3 Adjustable Base.  The difference in cost would credit back $2037.03 to the original form of payment once delivered.    There were scheduling issues with the holiday so the delivery took place on December 27, 2017.  The credit settled back to a MasterCard on December 28, 2017.  Additionally, there was an appeasement made which was scheduled to be generated after delivery.  That credit settled to a MasterCard on December 29th.   It can take a couple of days for the receiving institutions to post the credits on their side and we did have the holiday right after, so it may take longer than the norm.   We do apologize for any frustration this has caused and ask Mr. [redacted] to reach out to our Customer Service Center if he doesn’t see the credits posting by the end of next week.  We will definitely look into it for him.      Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2015/12/14) */
December 14, 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. [redacted] for the delays he experienced in reaching...

out to our company regarding his canceled order and refund. We understand that this has been a tremendous inconvenience and regret that we have lost his business due to our company-wide computer conversion.
A refund for $431.40 was credited to Mr. [redacted]'s Visa on December 2, 2015. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company has lied to me, held over $6,000 of my money for two months promising that they could deliver.
I have spent hours on hold, took time off of work (Because they did not call two days in advance per their policy)
I have paid interest on my purchase
I have had to travel to the place I made the purchase three times
The refund noted for 431.40 I received because I went to the store and returned the bedding. The corporate office said I could keep it... They said that because I paid for it already!! This bedding will only fit their bed. Why would I want to keep it???
Horrible company!!!