Sleep Number Corporation

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

February 16, 2018   Revdex.com of Minnesota & North Dakota   RE:        Mr. [redacted] Case #[redacted] Sleep Number # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our...

customer, Mr. [redacted].    Mr. [redacted] purchased an i8 King Mattress with SleepIQ, FlexFit3 Adjustable Base and some bedding accessories on June 27, 2017.  The mattress and base were delivered via our Home Delivery and Set Up Team on August 16, 2017.   Mrs. [redacted] called our Customer Service Center on January 11, 2018 stating she was having an issue with the mattress sliding.  Our representative offered to give her troubleshooting steps but Mrs. [redacted] wanted a technician to come out to the home.  We advised there was a fee to have a tech come out and troubleshoot and they do not carry parts.  Mrs. [redacted] opted to go to the store to discuss.   Per the Multi Store Leader and based on Mrs. [redacted]’s description of the problem, we set up an order to replace the cover on January 26, 2018.  Our technician was scheduled to go out to the home on February 10, 2018 but we had to reschedule the route due to the driver being stuck in the snow.  Mrs. [redacted] was rescheduled for the soonest available date - February 17, 2018.   She called in on February 14, 2018 and rescheduled the appointment to February 20, 2018.    We apologize for the weather delay and are doing all we can to remedy the situation as quickly as possible. We are confident once the new cover is installed the issue will be resolved.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2016/01/28) */
January 25, 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 has experienced regarding...

his bedding order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected his order and delivery. We understand that this was a tremendous inconvenience and appreciate his patience. We did apply a full discount toward the cost of the Comforter, CYPC, Down, Light Warmth, Queen as a token of our apologies. We expect the item to ship on or before February 5, 2016.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 10, 2016/02/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Item did not get shipped on the date (2/5) specified by SleepNumber. I have been waiting for two months for one item, the winter is almost over and the comforter (which was a Christmas gift) is still not delivered. SleepNumber offered half refund of total order from the beginning and has not offered anymore remediation as the wait continues. I ask that this order to be completely refunded instead of half-refund as customer courtesy for the extended period of wait time while I continue to wait for the second half of the comforter.
Final Consumer Response /* (2000, 16, 2016/02/11) */
Final Business Response /* (4000, 12, 2016/02/11) */
February 11, 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. [redacted] experienced in reaching out to our company regarding his order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed his order. We understand that this was a tremendous inconvenience and appreciate his patience. Mr. [redacted]'s Comforter, CYPC, Down, Light Warmth, Queen was shipped Next Day Air on February 11, 2016. We have applied a credit to Mr. [redacted]'s Synchrony Financial account as a token of our apologies. We hope this helps ease some of his frustration.
Best regards,
CS Correspondence Specialist

November 18, 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].   One of our representatives reached out to Mr. [redacted] directly and they have resolved the complaint with mutual satisfaction.   Best regards, Customer Advocacy Escalation Consultant

May 22, 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].  I apologize for responding to a different complaint on hers.   Per Nick at our store, Ms. [redacted] came into our store on her own and was approved for financing, but not enough for the entire purchase so she had to get her other half in the store to get another approval to finance the total. Nick believes it was the next day they came in and he got approved for the financing. We then put the two accounts together to finance the total for the bed, and the DualTemp.  Once the billing took place she received two bills from Synchrony, and when she called them they were unable to combine the accounts because it was past 30 days.   Ms. [redacted] and her other half, had to have two accounts because the amount she was approved for was not enough to cover the order.  A second account had to be opened.  There are two Sychrony accounts one for $4000 and one for $3000 and the financing terms are 36 month equal payments no interest.  Since they were opened on different days they have different billing cycles.  Monthly payments on $7000 would be roughly $195.00.  The monthly payment on $4000 is roughly $111.11 and on the $3000 account $83.33.    We’re sorry the finance options did not work out as Ms. [redacted] had anticipated and have made a credit to her account for the inconvenience and urge her to reach out to Synchrony with any billing questions.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2016/02/08) */
February 8, 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 warranty order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed their warranty order. We understand that this was a tremendous inconvenience and appreciate their patience.
Our records indicate Mr. & Mrs. [redacted] purchased 2 Eastern King Air Chambers according to terms of their 20-year Limited Warranty. The first chamber was purchased on June 22, 2015 and the second on July 14, 2015.
On January 26, 2016 Mr. [redacted] reported he had air loss in one of the chambers he recently purchased and had completed the required troubleshooting to confirm one of the replacement chambers had an air leak.
Our replacement parts have a 30-day 100% guarantee and will be replaced at no charge if found to have a manufacturing defect within the first 30 days after delivery. While Mr. and Mrs. [redacted] air chamber was found to have a manufacturing defect, it was not within the 30-day guarantee.
We have replaced Mr. and Mrs. [redacted]'s defective air chamber. They should receive delivery of it within the next 2 weeks. We hope this helps ease some of their frustration.
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 11, 2016/01/25) */
January 25, 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. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their order. We understand that this was a tremendous inconvenience and appreciate their patience.
Mr. & Mrs. [redacted]'s mattress and modular base were delivered on November 9, 2015. Our records indicate that they did not order a metal bed frame or base legs. We're sorry for any confusion regarding their order.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 13, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Response is totally inaccurate so I am not satisfied. I did receive mattress, but never received the modular base. My last contact, a few days ago, indicated that they were going to mail out my base, but I still have not gotten an e-mail indicating the shipping was in process. Their response is a good example of what I have been dealing with as you get a different answer every time. The hours I have spent on this is ridiculous.
Customer service has agreed to send complimentary legs with the base which is a start, but meaningless if I never get the product.
They are correct I never ordered a metal bed frame although that is what they attempted to deliver on 11-9-16. They had a king size adjustable frame on the truck for my queen size mattress, so I did not accept. They have a great product, but extremely bad customer service.
After all the time I have spent on this you would think I would think someone would have contacted me to resolve the issue and not make me repeatedly wait 30 to forty five minutes on hold on the phone waiting to talk to someone and never getting resolution. I will let you know if I ever receive my modular base.

Initial Business Response /* (1000, 8, 2015/12/16) */
December 16, 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 delays they have experienced...

in reaching out to our company regarding their delivery. We understand that this has been a tremendous inconvenience.
Mr. & Mrs. [redacted]'s c2 Split King Mattress and FlexFit 3 Adjustable Base were delivered on December 14, 2015.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were promised a free upgrade and partial refund if we accepted delivery, which we are still waiting on. Once they deliver all that was promised, this matter will be satisfactorily resolved.
Final Business Response /* (1000, 14, 2016/01/08) */
January 8, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mrs. [redacted].
Again, we sincerely apologize to Mr. & Mrs. [redacted] for the delays they have experienced in reaching out to our company regarding their delivery.
Mr. & Mrs. [redacted]'s c2 Split King Mattress and FlexFit 3 Adjustable Base were delivered on December 14, 2015, but due to the delays, we offered to upgrade their mattress model to the p5. We truly appreciate Mr. & Mrs. [redacted]'s patience.
Our Home Delivery Scheduler has informed me that a voice message was left for Mr. & Mrs. [redacted] this morning, to schedule the delivery of their new p5 mattress. In regards to the promised monetary appeasement, that will be applied to one of their two credit cards once the delivery of the p5 is completed. Our Case Manager, Kathy is monitoring the progress of the order.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 11, 2016/01/21) */
January 20, 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 Mr. & Mrs. [redacted] for the delays they 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 affected their order. Mr. & Mrs. [redacted] elected to cancel their order and their American Express card was refunded $3,565.47 on December 29, 20115. We understand that this was a tremendous inconvenience and regret that we have lost their business due to our computer conversion.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2016/02/10) */
February 10 , 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they experienced in...

reaching out to our company regarding their recent bed order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed Mr. & Mrs. [redacted]'s order. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted] elected to cancel their order. The full purchase price of their order will be refunded via check. We regret that we have lost Mr. & Mrs. [redacted]'s business due to our computer conversion.

Best regards,
CS Correspondence Specialist

I am rejecting this response because:
The response is not 100% truthful. Also the credit they offered me was for a free set of sheets, which I declined so I was credited the cost of the sheets. Which was roughly a 2% credit. That is untrue regarding not being approved for high enough credit limit. I also did contact the bank. I'm am also only allowed 2000 characters here and after trying to type a full response I was unable to send. I came to buy the bed in February, I believe the 2nd or the 5th. I came to check everything out and price out what I wanted, the sale we received in the mail started the following day. I said I would be back in the following day with Tony, to decide together and do a joint account. The salesman decided to take all my information and said it would make things go faster and smoother for when we came back in the following day. I did not realize he was doing two separate accounts. Also the amount approved was not the issue. One the bed was not a necessity, it was a luxury. We also bought several unneeded upgrades. We could of went without certain things if the limit was the issue. I have talked to the bank, the payments are not the same.

Initial Business Response /* (1000, 10, 2015/12/21) */
December 21, 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 order. Mr. [redacted] elected to cancel his order and received a full 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.
Best regards,
Legal Correspondence Analyst

April 7, 2016 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]. We apologize for the delay in getting Ms. [redacted] her...

appeasement.  This is not our normal mode of operation. Ms. [redacted]’s file was not noted that we would appease.  In listening to all of Ms. [redacted]’s calls with our Customer Service Center, we located the call where we did offer the appeasement.  The entry has been made and Ms. [redacted] will see the credit on her Synchrony Finance account by the end of next week. Best regards, CS Correspondence Manager

August 19, 2016
 
RE:        Mr. [redacted]
Case # [redacted]
 
Dear Revdex.com:
 
Thank you for the opportunity to respond regarding the complaint
of our customer, Mr. [redacted].
 
According to our records Mr....

[redacted] purchased a p5 Queen Mattress
with SIQ and a Modular Base on August 14, 2016 at our Wellington Florida
store. 
 
Mrs. [redacted] (or Mr. [redacted] used her email) chatted in to our Customer
Service Center on August 15, 2016.  Mrs. [redacted]
stated that she saw something online that we were offering $100 off bedding if
purchased on line and wanted information on that.  The
following is an excerpt from the chat:
 
I placed an order in store and found a 100 worth of bedding
being given away if you order online
Andrew, 12:51pm
Hey [redacted].  We are not currently running a promotion that
offers free bedding.
[redacted], 12:51pm
$100 IN FREE BEDDING†with purchase of any mattress or mattress
set
if you scroll down on that page it says $100 in free bedding
with purchase
Andrew, 12:53pm
It does state: Offer valid at Queens, NY store only through
10/10/2016. Not valid online.  For this offer you will need to visit that
store.
[redacted], 12:53pm
that's exceptionally deciving
so you are saying I should cancel my order then?
Andrew, 12:58pm
I have not recommended cancelling your order I apologize for any
confusion.  However if you wish to cancel your order you will just need to
call our returns department at 800-472-7185.
[redacted], 12:59pm
no, your service thusly has recommended I cancel my order
Andrew, 1:00pm
I sincerely apologize for the confusion, I have not recommended
that you cancel your order.  I have however advised of who you can contact
if you make the decision to cancel your order.  Is there anything else I
can help you with today [redacted]?
[redacted], 1:00pm
you haven't helped with anything
 
Ms. [redacted] called on August 15, 2016 called our Customer Service
Center to discuss this.  Our
representative asked why she wanted to return and Mrs. [redacted] stated it was
because of the chat sessions her husband had with our Live Chat Team.  Our representative stated the current
promotion was actually $200 and she would update her discount from $100 to
$200.  And in the spirit good customer
service she offered to give her and additional discount for her experience. Mrs. [redacted] declined.  Ms. [redacted] was advised the order was canceled
and there would be no charges.  The representative
also made sure Mrs. [redacted] was aware that she would be getting something in the
mail from the finance company and assured there were no charges.
 
Mr. [redacted] came back into the picture harassing us via a chat and
then over social media. He wanted an email verifying his order was
canceled.  Our chat representative verified
the order was cancelled and advised Mr. [redacted] to print the chat for his
records.  Our chat team does not have the
ability to send an email and this was explained to Mr. [redacted] multiple
times.  Mr. [redacted] attacked our
representative personally because he couldn’t send an email. Our system does
not generate an invoice with the word cancelled on it.  It generates an invoice with the order
number, customer name and address, with no line items and a zero balance.   We thought that would suffice and it was sent
with an explanation.  Mr. [redacted] continued
to post on social media to the point we had to ban him.  Additionally, he has gone to Consumer
Affairs.
 
We made four calls to Mr. and Mrs. [redacted] to apologize and the calls
were never returned.  We’re sorry that
our systems do not generate the form of proof of cancellation that Mr. [redacted] was
looking for and wish him well. 
   
Best
regards,                             
Customer
Advocacy Escalation Consultant.

Initial Business Response /* (1000, 5, 2015/09/03) */
September 3, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
Our records indicate that Mr. & Mrs. [redacted] purchased a Sleep Number(r) p6...

California King Mattress & Modular Base ($3,549.98 + tax = $3,858.83) and Home Delivery Service ($179.99 + tax = $195.65) from one of our retail stores on May 1, 2015. Their order total was $4,054.48 and paid for using a Synchrony financed plan. When the Home Delivery team tried to install it on May 13, 2015, it was discovered that Mr. & Mrs. [redacted] had a Standard King bed frame, not a California King frame, so we exchanged it and delivered the Standard King set on May 28th, 2015.
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 products. It's a highly structured process. Our 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 policy. All 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.
All of our calls are recorded. On August 4, 2015, Mrs. [redacted] called our customer service requesting authorization to return their bed for a refund and was provided with the return shipping options, which are:
You can return it using a carrier of your choice and you are responsible for any shipping charges.
Or, we can set up ARS pre-paid shipping labels that will be deducted from your refund (for a fee of $29.99 per box). These labels will include insurance and all the necessary information to ensure timely processing of your refund (Return Merchandise Authorization number, your address, our address, etc.).
Or, you can choose our Home Delivery Return Service. Technicians come to your home, disassemble, package and ship the bed back to us. The cost for this service is $179.99 and is deducted from your refund.
After the Customer Service Representative (CSR) recited the return shipping options, Mrs. [redacted] said, "Can you hold a minute and I'll go talk to him?" and the CSR replied, "No problem." Mrs. [redacted] came back on the line a minute later and stated, "Okay, he said to go ahead and schedule it to be picked up." The CSR proceeded to set up the return with Home Delivery Return Service and gave Mrs. [redacted] the RMA (Return Merchandise Authorization) number 4491297, as well as their refund total of $3,678.84.
Mr. & Mrs. [redacted]'s p6 California King Mattress & Modular Base were picked up on August 11, 2015 and their Synchrony account was credited for $3,678.84. This credit would have left a balance of $375.64 on their Synchrony account - $195.65 for Home Delivery & Set-up and $179.99 for the Home Delivery Return Service.
Sleep Number and Synchrony Financial are separate companies. Due 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 accounts. Sleep Number cannot alter Mr. & Mrs. [redacted]'s agreement with Synchrony. We recommend Mr. & Mrs. [redacted] contact Synchrony directly at 1-800-250-5411 with any questions.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
do not know what SYCHRONY would have to do with the with the home delivery and home delivery return charges since it was there mattress being returned to them
Final Business Response /* (4000, 9, 2015/09/10) */
September 10, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
Mr. & Mrs. [redacted] chose the Home Delivery & Set-up Service and Home Delivery Return Service. The cost of the Home Delivery & Set up Service is non-refundable. Home Delivery Return Service (disassembly, packaging, shipping and insurance) is not a complimentary service. It is common for convenient services that require the high cost of fuel and labor, to be to be priced accordingly.
We're sorry; we cannot accommodate Mr. & Mrs. [redacted]'s request for free Home Delivery Services. We're sorry the bed did not work out for them and wish them well.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

I am rejecting this response because:
The sales person at the sleep number store verbally stated the ‘bed’ was returnable with a 100 day trial period. One would assume the base is part of the bed as they are physically attached together. He DID make it clear the delivery fee would not be refundable upon shipment or return. He DID NOT at any point make it clear the other items were not part of the ‘bed’ and non refundable. Had I known only the mattress was part of the trial period I would have started only with the mattress. Then if I liked the product I would have come back for the non refundable items.I am disheartened a company with a high Revdex.com rating would be allowed to conduct business in such a manner. I not only still want mymoney back, I want other customers to know how Sleep Number does business.

September 1, 2017   Revdex.com of Minnesota & North Dakota             RE:  Mr. [redacted]   Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding he complaint of...

our customer Ms. [redacted].   Mr. [redacted]  has two accounts with us.  He purchased an i10 FlexTop King 360 Smart Mattress and a Flextop King 360 FlexFit3 Adjustable Base in July.  The mattress was purchased in one account and the base in the other on different dates.   There were issues with the adjustable base and we replaced it, it then worked fine but was missing the Rapid Sleep Onset (RSO) Kit—the foot warming feature.   With the launch of this new product, to get the RSO the mattress and base need to be purchased together at the same time, in the same account.  The RSO cannot be added to the bed after the original purchase.  There is no ability to upgrade the bed to have the RSO.   Mr. [redacted] is working with one of our Case Managers.  They cancelled the base out of one account and set up an exchange order on the mattress in the other so the mattress and base are on the same order therefore including the RSO.  Mr. [redacted] is currently scheduled for the delivery of the new bed on September 7, 2017.  We are confident this will resolve the issue.  Our Case Manager will appease accordingly once the product has been delivered.   Best regards, Customer Advocacy Escalation Consultant

I am rejecting this response because:
The parts for the bed were delivered 4/12/17 the repair person will not come until 4/28/17, so the problem is not solved.I requested the same technician to return because Mr. [redacted] was TRAINED/EXPERIENCED ENOUGH to know that I did not have the correct memory foam.A more experienced person can do/say no more than Mr. [redacted].I spoke with too many people from Select Comfort to open my house to anyone that might be as rude to me as customer service.  I had to email Revdex.com to get help. This issue is not resolved until my once good sleeping Select Comfort mattress problem is solved.  T

Initial Business Response /* (1000, 5, 2015/06/17) */
June 17, 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 Mr. & Mrs. [redacted] purchased a Sleep Number(r) p5...

Queen Mattress (with SleepIQ) & Modular Base ($2,434.13 with tax included), a Total Protection Mattress Pad ($232.82) and Home Delivery Service ($190.50) at one of our retail stores on February 16, 2015. Mr. & Mrs. [redacted] paid $2,857.45 for their purchase using a Synchrony financing plan ($1,857.45) and a Visa credit card ($1,000). Mr. & Mrs. [redacted]'s bed was delivered on February 27, 2015 and the mattress pad was shipped via UPS.
At the time of the purchase, customers have the option of shipping via UPS (customer assembles the bed themselves), or Home Delivery & Set-Up Service at $179.99 plus tax. Our web site, videos and all published sales literature clearly states that customers are also responsible for return shipping costs.
On April 4, 2015, Mr. & Mrs. [redacted] called our customer service requesting authorization to return their mattress and base and were provided the three return shipping options, which are:
You can return it using a carrier of your choice and you are responsible for any shipping charges.
Or, we can set up pre-paid shipping labels that will be deducted from your refund (for a fee of $29.99 per box). These labels will include insurance and all the necessary information to ensure timely processing of your refund (Return Merchandise Authorization number, your address, our address, etc.).
Or, you can choose our Home Delivery Return Service. Technicians come to your home, disassemble, package and ship the bed back to us. The cost for this service is $199.99 and is deducted from your refund.
The cost of the Home Delivery & Set-up Service of $179.99 (plus tax) is non-refundable. Home Delivery Return Service (disassembly, packaging, shipping and insurance) is not a complimentary service. It is common for services involving the high cost of fuel, paid labor, and convenience, to be priced accordingly. Mr. & Mrs. [redacted] chose Home Delivery Return Service and understood that $199.99 would be deducted from their refund.
Mr. & Mrs. [redacted]'s bed was picked up on May 4, 2015. Their Synchrony was credited for $1,857.45 and their Visa was credited for $376.69 on May 5th. Mr. & Mrs. [redacted] received a credit for $232.82 for their mattress pad on June 3rd.
We're sorry, we cannot accommodate Mr. & Mrs. [redacted]'s request for Home Delivery Services. We're sorry the bed did not work out for Mr. & Mrs. [redacted] and wish them well.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sleep number's customer service was horrible. The fact I had to continuously call regarding my refund is unacceptable. The rerun policy was not explained and the return shipping options were also not explained. I deserve a full refund because of the hassle sleep number's customer service or lack there of provided.

July 12, 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]....

  Our records indicate that Ms. [redacted] purchased a Queen i8 Mattress w/SIQ, a modular base and several accessories on August 7, 2015.  The bed was delivered via our Home Delivery Install and Set Up Team on August 14, 2014. The fee for that service was $179.99 plus tax.    On January 28, 2016 Ms. [redacted] called our Customer Service Center stating she was having issues with her pump.  Our representative did some troubleshooting with her and found that the pump needed to be replaced and then entered the order for a replacement pump.  The pump shipped to Ms. [redacted] via UPS and was delivered on February 8, 2016.   Ms. [redacted] called our Customer Service Center on February 11, 2016 and stated she was having issues with the new remote.  Our representative walked her though factory reset troubleshooting and all was well.  Ms. [redacted] said she was worried she wouldn’t be able to sleep in the bed that night and thanked our representative for resolving her issue.   Ms. [redacted] sent a letter to our corporate office dated June 20, 2016. In her letter she stated she did not see anything in our warranty information that the customer would have to pay to have someone come and look at the bed.  One of our Customer Advocacy Managers called out and left a voicemail with the number to reach out to his team.  Ms. [redacted] called back the following day and spoke with another Customer Advocacy Manager.  Ms. [redacted] explained her issue is that the pump does not inflate both sides automatically and that her side of the bed inflates slowly.  Our representative went over more troubleshooting with Ms. [redacted].  Ms. [redacted] became very upset that her side of the bed inflates slowly and wanted us to send a “service person” to check on the bed.  Our representative explained we do not have “service people” and pointed out that the bed is actually inflating, so the pump is not defective.  Ms. [redacted] stated she would be going to the Revdex.com and hung up on our representative.   Sleep Number does not actually have a repair service department, nor have we had one in the past.  We do offer a Home Delivery & Set-up Service and Home Delivery Return Service.  Due to the nature of our product, we do not typically send a technician to a customer’s home to do troubleshooting or replace components.  The limited warranty clearly states, “This warranty does not provide the coverage for or the cost associated with the transportation, inspection, removal or installation of any product or part. The responsibility for the installation of any product or part replaced under this warranty and any related installation costs are yours regardless of whether there is any cost to you for the repaired or replaced product or part.” The limited warranty also states to contact our Customer Service Department for troubleshooting assistance.  Since our components are lightweight, most customers do not find any difficulty in assembling, troubleshooting or replacing a component.  Of course, we do understand individual situations and that not everyone can service their own bed.  That’s when we advise our customers to request the help of a relative, friend, or neighbor for assistance.   We’re sorry Ms. [redacted]’s side of the bed does not inflate as quickly as she would like.  We recommend that she try swapping the hoses once again.  This is the troubleshooting necessary for the issue she is describing.  If the issue remains on her side with the hoses swapped, we recommend she get her air chamber replaced under the terms of her 25 Year Limited Warranty.          Best regards, Customer Advocacy Escalation Consultant