Sleep Number Corporation

Initial Business Response /* (1000, 8, 2016/02/01) */
February 1, 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 Queen FlexFit2, Stone, 1Remote is scheduled for delivery February 2, 2016 between 9:00 A.M. and 1:00 P.M. We have authorized as a token of our apologies. We hope this helps ease some of their frustration.
Best regards,

CS Correspondence Specialist

I am rejecting this response because: A co-worker had the same issue one year prior, her bed was 16 years old and her warranty was honored with  replacement of both air chambers at no charge. When I mentioned this to the CSR her response was "I highly doubt that". Why would a co-worker lie to me about that, what purpose would that serve. It was months before I had the problem. Select Comfort obviously picks and chooses with whom they honor their word. The issue had nothing to do with the pump which was working just fine.

Initial Business Response /* (1000, 8, 2016/01/07) */
January 7, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she has experienced in...

reaching out to our company regarding the request for a new topper pad.

The topper pad will ship via UPS Next Day Air and will be delivered early next week. Again, we're so sorry for the inconvenience and we truly appreciate her patience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The bed will still need to be fixed. All because you are shipping the item doesn't make it fixed. Will you be contacting me in regards to setting up a time/date to have someone fix the bed?
Final Business Response /* (4000, 16, 2016/01/28) */
January 28, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
Again, we sincerely apologize to Ms. [redacted] for the delays she has experienced in reaching out to our company regarding the request for a new topper pad. The topper pad was delivered on January 11, 2016.
An assembly technician team is scheduled for February 13, 2016. Please note that Sleep Number does not actually have a repair service department, nor have we had one in the past. 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, "Customer maintains responsibility for installation of parts replaced under terms of the warranty." 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 have made an exception due to the delay in shipping the parts. Again, we're sorry for the inconvenience and we truly appreciate her patience.
Best regards,
Legal Correspondence Analyst

December 26, 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 FlexTop King i8 Mattress with SleepIQ, a King FlexTop FlexFit1 Adjustable Base, and a set of legs to be delivered by our Home Delivery and Set Up Service.  The bed was delivered on December 17, 2016.     Ms. [redacted] called our Customer Service Center (CSC) on December 19, 2016 to return the bed because of a “mildew” smell.  Ms. [redacted] told our Customer Service Representative (CSR) that the technician was stuffed up and could not smell it but advised that the odor would dissipate over time.  It did not.  Our CSR explained she would replace the parts of the bed under warranty but the adjustable base was a final sale.  Our CSR never said that Ms. [redacted] would be “stuck with the mildew smelly bed or her credit was going to be ruined.”  Our CSR explained the adjustable base is a final sale item and when Ms. [redacted] said she wasn’t going to pay for it our CSR said that would affect her personal credit.  Our CSR offered to replace the parts and Ms. [redacted] said she wanted the whole bed replaced.   Our CSR explained she would replace the parts of the mattress but the adjustable base is a final sale, Ms. [redacted] started to personally demean our CSR and requested someone higher up.  Our CSR transferred the call to a supervisor.   Ms. [redacted] voiced her opinions of the prior rep and explained the “mildew” smell.   The supervisor offered to replace the mattress parts or take a return.  He explained the adjustable base was a final sale.   Ms. [redacted] said she was never told about the final sale.  The supervisor pointed out that she signed the Terms and Conditions of Sale acknowledging she understood the adjustable base was a final sale.  Additionally, she initialed at the disclaimer about the adjustable bases being a final sale (copy available upon request).  The supervisor explained again that the adjustable base can be used with any mattress and made two offers to help Ms. [redacted].  She asked the supervisor for his number and said she was going to explore other options.   Later the same day we received an email from the Tulsa store with approval from the Multi Store Leader to replace the mattress and adjustable base.  The order was processed and scheduled for delivery on December 23, 2016.  The bed was delivered, but a piece of the foam was cut uneven and needs to be replaced.  The Home Delivery technician called our CSC to place the order and our technicians will be going out to install the part once Ms. [redacted] receives it.     We believe that since Ms. [redacted] accepted getting the bed replaced she is no longer wanting a refund.  We consider this matter closed.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 13, 2016/01/29) */
January 29, 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 have experienced...

in reaching out to our company regarding their bedding 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.
According to our records, on October 17, 2015 Mr. & Mrs. [redacted] ordered a Sleep Number(r) King P5 Mattress, Home Delivery set up, and some bedding items.
On December 1, 2015 the Sleep Number(r) King P5 Mattress was delivered and set up at Mr. & Mrs. [redacted] residence.
On January 15, 2016 we set up an order for a Sleep Number(r) Stone, P/I/M Series, Modular Base, King and Sleep Number(r) Sleep IQ, Dual, 1 Remote. A Home Delivery installation and set-up was included at no charge.
On January 22, 2016 3 of the 4 boxes for the Modular base were delivered to Mr. & Mrs. [redacted] and on January 26, 2016 the remaining Modular base box was delivered.
On January 28, 2016 the Sleep IQ, Dual, 1 Remote was shipped from our Salt Lake City, UT manufacturing plant. It was shipped second-day air and was last scanned in Phoenix, AZ on January 29, 2016.
A home delivery installation has been set up for February 10, 2016.
We are so very sorry for the delays and inconvenience and truly appreciate Mr. & Mrs. [redacted] as our customer.

Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 15, 2016/01/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I agree all of the above has been completed. It remains that on at least 5-6 different occasions over two months at varying times in the day my husband and I called their customer service number and received message "we are receiving higher than expected call volumes, please call back at another time" and were disconnected. The first sales person I talked to trying to correct our issues refused to provide any assistance other than advising we continue to call the customer service number over and over; he stated he could not provide any alternative assistance.
The second person we approached at the store identified that our order had been altered, dropping the items we had purchased. She corrected the order and initiated the modular base, sleep iq, and base, etc. I felt the customer service is extremely poor and that customer support after purchase of their product is lacking unless the consumer pursues escalation such as with the Revdex.com. Thanks.

I am rejecting this response because:The account is categorically untrue! The sales person displayed and demonstrated two remotes, the delivery driver called and based on what he said to me indicated for me to sign for the items received and that the additional remote would be delivered within a few days. Hearing nothing, I began the long and arduous process of getting to the bottom of the story. The delivery in its entirety would've been rejected had I known I was dealing with lies and mistrust.

Initial Business Response /* (1000, 9, 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 refund.
A refund for $1,063.65 was credited to Mr. [redacted]'s MasterCard on November 26, 2015. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2015/10/19) */
October 19, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
Mr. [redacted]'s complaint was discussed and resolved today on October 19, 2015, with...

mutual satisfaction.
and wish him well. Please contact me directly if you have any questions.
Best regards,
We apologize to Mr. [redacted] for any inconvenience
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2016/01/28) */
January 27, 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 Ms. [redacted] for the delays she 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 affected her order and trial return. We understand that this was a tremendous inconvenience and appreciate Ms. [redacted]'s patience. We refunded her Synchrony Financial account January 13, 2016. We regret that we have lost Ms. [redacted]'s business.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 10, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was only refunded back $3260. I'm still having to pay $194 to bring the account balance to zero so that I can close the credit card account. I would like for them to reimburse me for $194. I should not have to pay that considering I haven't had the bed for two months now.
Final Business Response /* (4000, 12, 2016/02/04) */
February 4, 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 Ms. [redacted] for the delays she has experienced regarding her recent order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected her order and delivery. We understand that this was a tremendous inconvenience and appreciate her patience.
Ms. [redacted] purchased her Sleep Number(r) p5 w/SIQ, King, Matt & Base at one of our retail stores July 12, 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.
Returns: All returns must be authorized. No unauthorized returns are allowed. If you are returning your mattress, modular base or set purchase under the 100 Night In-Home Trial policy, you must contact our Customer Service Center ([redacted]) 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 & Setup fees. Refunds will be issued to the original method of payment within approximately 21 days. Unauthorized returns will be destroyed and no credit given. You are responsible for the risk of loss and for shipping fees for returning or exchanging any product. Home Delivery Return Services are available at an additional cost.
According to our records, the cost for Ms. [redacted]'s Sleep Number(r) p5 w/SIQ, King, Matt & Base plus tax was [redacted]. The return charge for Home Delivery pickup service was deducted from the refunded cost of the mattress and base leaving Ms. [redacted] responsible for [redacted]. We regret we have lost Ms. [redacted]'s business and wish her well.
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 5, 2016/03/09) */
March 9, 2016
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].
Our records...

indicate that Mr. [redacted] purchased a p5 w/SIQ, a FlexFit3 Adjustable Base, and bedding accessories on 3/30/2015. The bed was delivered on April 8, 2015.
Mr. [redacted] claims to have called our Customer Service Center on numerous occasions, actually stating that he spent over 80 hours on the phone with us last week. All of the calls into our Customer Service Center are recorded. We searched our records back to Mr. [redacted]'s date of purchase, and found only two calls had come in. One was in April of 2015, the other in June of 2015. Neither call mentioned an issue with the mattress sliding. There were three numbers associated with his file, and we checked them all. The two calls came from a number other than the number listed on the complaint. On the most recent call to the Call Center, June 12, 2015, he stated he had issues with a delay on the movement of the Adjustable Base. He was not at home to do the troubleshooting and said he would call back in a week. That was the last we've heard from Mr. [redacted] until he called the store he purchased from on or about 2/27/2016.
Mr. [redacted] spoke with the Sales Professional at the store and was very upset and claiming he had called our Customer Service Center on numerous occasions and we were not resolving his issue. The Sales Professional emailed our Customer Service Center with Mr. [redacted]'s story and we promptly called out to work towards resolution. Our technicians are going to his home on 3/12/16 to inspect the bed so we can resolve the issue.
Per the Sales Professional, when Mr. [redacted] called in he was quite upset and used profanity. The Sales Professional went on to say this was the first contact the store had with Mr. [redacted] in regards to the current situation.
Once we have inspected the bed, we will replace any defective parts under Mr. [redacted]'s Limited Warranty.
We will not accommodate Mr. [redacted]'s request for 50% off of his order as this is the first we are hearing of the issue and we responded as soon as it was brought to our attention on February 27, 2016.
Best regards,
CS Correspondence Manager
Initial Consumer Rebuttal /* (3000, 7, 2016/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called a few times and they can say I never called because seems they DO NOT follow throw as they said they also never said the store had to e mail them a few times because SLEEP NUMBER does not replied to me and I also called then @ the store and been to the store. I also called and I told the sales person about how my sales person left the store shortly after I bought my bed yet they say I never called them yet I have and I been to the store and yet I get a run around from then time and time again. I have 2 roommates that have been to the store telling them my issues and I get I need to call customer service a call , yet they have not contacted me back. NOTE they also said I called and had issues with my bed and they they say I would call back . I have called back many times and I'm told they would call me back yet never called back . NOTE they also said they knew I had issues with my bed but did NOTTING ! and one more thing YES I was pissed off. and was using profanity. YEs I did. I am tired of giving me a run around ! I am sure if you get treated as such as SLEEP NUMBER has treated me you would be pissed off as well.. why does a SALES person have to e mail SLEEP # a few times with in a few weeks because SLEEP NUMBER DOES NOT contact me ? and they have a lot of EXCUSES and yet does notting to resolved this.. NOTE I also ASKED them for AM SERVICE and yet then again they will always do what they want because they can say order what ever they wanna do. NOTE I have a 25 year warranty.I am sure they will NOT STAND behind this either.. NOTE this is been going on a year and I have not had this bed a full year and yet they come up with EXCUSES. POOR CUSTOMER SERVICE .. NOR they follow up on bad service as they noted they knew I has issues with my bed and did notting !!! nor did follow up as I have called them time and time again. the 80 hours are from calling and trying to contact them over and over again plus driving to the store. and seems like they have a turn over in sales people. I don't understand why they wouldn't try working with my problems ion my bed. and if the mattress needs to be replaces or what ever the issues with is sliding back and the bed does not move in up right or down , like it should and it does not read its info on line( internet ) as they claim it does doesn't work very well either .. So if Sleep Number can say what ever they like because they think they can treat people this way and try to get away with this to customers this is unacceptable with me. . you think calling and trying to talk to service and they will contact you back never does. or driving to the store doesn't time time then I don't know what you would call it trying to get your bed fixed working as it should be.. I would if I stand out side there store telling others how my service was and how I was treated. I wonder what customers think of how I was treated. or show them these e mails SLEEP NUMBER KNOW I HAD ISSES and NEVER FOLLOWED BACK as they once said they knew I had some issues. PLEASE ANSWER that ? you can't why because CUSTOMERS are just a NUMBER and they have your money they don't care about you any more ! this is how I feel and how I been treated !!
Final Consumer Response /* (3000, 15, 2016/03/16) */
[redacted]Document Attached[redacted]
I am so upset, this bed still slides, I feel either they can give my full refund back or 50% of the beds cost back because I am STILL having issues with this bed slide back. the service guys saw it still moves. I asked what will stop this issues , Service guys. to fix my bed. they said ( A RETAINER BAR for a QUEEN FLEX FIT bed. this would stop the siding back. I asked the guys to note that in the service. I feel they should fix this no cost to me and if they don't wanna take care of this refund or 50% of the cost of this bed. I don't think asking to fix this bed from sliding back 6" passed the frame is not to much to ask fix it if this RETAINER BAR for a Queen FLEXFIT bed fixes t his bend then I be happy I think they would wanna take care of there customers. senses they got my money I feel they don't care. for all my problems I think they would make it right and offer some thing for all my issues..[redacted] is my phone # and I would like to note they seem to have new sales people in there store a lot my sales person doesn't even work in that store any more either. Funny how you are told they will contact you back but they do not follow through with what they tell you. I had to have a sales person contact the service Department because they don't follow through with me . I am now noting all this names and problems I have so when Sleep Number says any time any more ill have names.. Yes I am very upset still my bed till SLIDES BACK. this RETAINER BAR for a QUEEN FLEXFIT is needs and I should be getting that free. when I am told this mattress will not move back witch is my big problem sliding backwards.. this service and RETAINER BAR and then coming out should be all free because I am told then buying this it would not slide and I been dealing with this non stop. NOTE the service guys knows this still slides back and told me this would help it from sliding back. so either fix this bed or give me a full refund or -50% off on this bed ! one of the three is not asking to much. I should not have any cost to me because spending 5500.00 on a bed and told I wont have any issues. NOTE it be nice to be able to have a good nice sleep with out this bed sliding back and I lose my sleep because this mattress slides 6" and my pillow falls forward because this mattress slides backwards.. so I am very upset.
Final Business Response /* (4000, 17, 2016/03/18) */
March 18, 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].
Again, our technicians were out to Mr. [redacted]'s home on March 12, 2016 to check the mattress to see if anything needed replacing. The technician called our call center while at the home and there was no mention of anything needing to be replaced or ordered.
We have no records of any issues with Mr. [redacted]'s Sleep Number Bed purchased March 30, 2016 until it was brought to our attention February 27th, 2016. As soon as we heard of it, we set out to resolve it for him.
In the spirit of good customer service, we are sending Mr. [redacted] a retainer bar at no cost. This will include installation instructions. Should he need our technicians to come out and install, he would be responsible for that fee. Home Delivery visits are not a complimentary service. We already made an exception to cover the costs of his last service call.
Should Mr. [redacted] have any questions or concerns, we encourage him to reach out to our Customer Service Center at [redacted] for assistance.
Best regards,
CS Correspondence Manager

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, 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 a tremendous inconvenience. Mr. [redacted]'s bed was delivered yesterday, December 15, 2015.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is an absolute insult. How could a reputable company think that it is okay to take over $7,000 from a customer for their product, deliver the product almost 30 days after original delivery date; not respond to why after several delivery dates being confirmed by them and then cancelled on the actual delivery date; and having on three separate occasions customer service representatives ensuring us that a management representatives would contact us directly, which never happened, expect that we are okay with this horrible customer service, and the company just saying, ...oh well, sorry for the inconvenience....! Not to even address any of the issues identified: multiple calls from their customer service validating delivery dates and after we changed our schedules twice, the deliveries were not made on two occasions as they had previously confirmed a few days prior; management's failure to call us and provide some type of explanation; not addressing a partial refund for their horrible service is unacceptable! Although our bed was delivered finally on 15 Dec 15, one of the remote controls was faulty and we were told by the delivery person that they would have to order a new remote and provided no timeline of when we would receive the remote. So after all this we still have not received what we paid for (remote needs to be replaced) in full, no compensation or explanation for horrible service, just sorry for the inconvenience. We want an explanation for this horrible service; the remaining equipment we have paid for; and compensation in the form of a 15% - 20% refund for this unacceptable service.
Final Business Response /* (1000, 15, 2016/01/05) */
January 5, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
Again, we sincerely apologize to Mr. [redacted] for the delays he experienced in reaching out to our company regarding his order and delivery. Mr. & Mrs. [redacted]'s bed was delivered on December 15, 2015. The new remote was delivered on December 20, 2015.
We understand that Mr. & Mrs. [redacted]'s bed was delivered 8 weeks after date of purchase on October 12, 2015. Because we were in midst of our company-wide computer conversion, we were informing our customers of the anticipated delay of delivery at the point of sale, but this was considerably longer.
As a token of our apologies, we have issued an appeasement credit to Mr. [redacted]'s credit card. We hope they are enjoying their new bed.
Best regards,
Legal Correspondence Analyst
Final Consumer Response /* (3000, 17, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We will accept a credit back to our credit card but we cannot say if this will be acceptable prior to knowing the amount of a proposed credit. Thanks you,

Initial Business Response /* (1000, 5, 2015/11/10) */
November 10, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
Ms. [redacted]'s complaint was fully resolved today on November 10, 2015, with mutual...

satisfaction. We sincerely apologize to Ms. [redacted] for the delay of her refund. We truly appreciate her patience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 11, 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 sincerely apologize to Ms. [redacted] for the delays she 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 affected her order and delivery. Her bed was delivered on January 14, 2016. We understand that this was a tremendous inconvenience and appreciate her patience. We did apply an appeasement to her Visa as a token of our apologies.
Best regards,
Legal Correspondence Analyst

February 21, 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 customers,...

Ms. [redacted].    Ms. [redacted] and her boyfriend purchased a FlexTop King iLE with SleepIQ Mattress and a FlexTop King FlexFit2 Adjustable Base on November 21, 2017 under our Commercial Sales Program.  The mattress and base were delivered via our Home Delivery and Set Up Team on November 30, 2017.   We were contacted on December 1, 2017 and notified the pump was not working.  Our representatives could not find the order because it was placed in a commercial account, which caused quite a delay in resolution. There were multiple issues for Ms. [redacted] for which we are deeply sorry.  It is not the norm. Once we were able to attain the information about the original order we were able to get the pump shipped out.  The file has been noted with all pertinent information about the original purchase.   Ms. [redacted] is requesting to exchange her mattress.  Per the Terms and Conditions of Sales for Commercial Sales Orders printed on the order receipts: “ Beds purchased through this agreement are not eligible for Sleep Number’s 100 day trial.  All Commercial Sales are FINAL – No returns or exchanges. We will not be able to honor Ms. [redacted]’s request to exchange the mattress.  We will continue to support her under her 25 Year Limited Warranty.   Kind regards, Customer Advocacy Escalation Consultant

October 12, 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 California King p5 Mattress, Modular Base, and Total Protection Mattress Pad on October 17, 2015.  The mattress and base were delivered on November 5, 2015.  The mattress and base were exchanged to Eastern King on December 28, 2015 and the new products were delivered on January 13, 2016.   We apologize for the trouble in being able to reach us.  We currently have higher than normal call volumes due to our sales and reschedules from the recent weather events.  We would be more than happy to assist Mr. [redacted] with the issues he’s having with his bed.  We urge him to contact our Customer Service Call Center at 800-472-7185.  The hours of operation are 8 AM to 8 PM CST Monday through Thursday and 8:30 to 5 PM CST on Saturdays.  Additionally, he can chat with us from our website – SleepNumber.com.  The Chat Team is available 7 AM – 11PM CST seven days a week.    We’re confident we can resolve Mr. [redacted]’s issues once we connect with him.  I would also like to note that Mr. [redacted] will enter the prorated portion of his 25 Year Limited Warranty on January 13, 2017.  If he contacts us prior to that date, any defective parts will be replaced at no cost.                           Best regards, Customer Advocacy Escalation Consultant

I am rejecting this response because: The facts stated by the merchant are not factual. We DID complain numerous times between Sept delivery and  March, in March we got the credit card company involved because the bed was still not repaired. We were not told at the store that the base was not returnable. on the form I initialed the sales person had not told us our bed frame was one that was non returnable or discontinued or whatever reason they could not take it back. We tried within the 72 hour time frame to have the bed taken back. We could not get an return authorization number. The sleep number personnel sent the WRONG legs for the bed 3 times, did not replace the air mattress or the box under the bed when they exchanged out the mattress cover, this was questioned when it happened. Sleep number customer service personnel and supervisors were the ones who drug the repair of the legs out so far. There was more than 1 problem with the bed and it is STILL not repaired. Corporate personnel were not in the store when the salesperson Nadene made the sale with us and told us things that after the fact we found out were not true.  We have gotten a different person each time we called, we were well within the 100 day period when we FIRST complained about the bed, and tried to get it returned. It was sleep number personnel who drug it out past the 100 days and then said too bad your are out of the 100 day trial and we will NOT take the bed back.

August 14, 2017   Revdex.com of Minnesota & North Dakota             RE:  Ms. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to follow-up regarding he complaint of our customer Ms. [redacted].   Our position remains the same.  All calls into our Customer Service Center are recorded.  The phone number the call is coming from auto-populates in our customer’s file.  We cannot find any calls into the Customer Service Center prior to March of this year except for one call from Nadine at the store in September of 2016.  On this call they loved their bed, but needed to have the glides taken off the legs as the bed was too tall in the home.   We sent a technician to remove the glides at no cost.   Our Customer Service Center did not hear from Ms. [redacted] or the store again until March 1, 2017-- 73 days after the end of her 100 Night In-Home Trial period.  She explained the issues she was having with her bed and our representative replaced the defective parts for her.    We cannot honor the return of the product as Ms. Reynolds is far outside the trial period.  We will continue to support Ms. Reynolds under the terms of her 25 Year Limited Warranty.   Best regards, Customer Advocacy Escalation Consultant

May 2, 2016 Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted]. Mr. [redacted]’s complaint was discussed and resolved with mutual satisfaction on April 29, 2016.  We sincerely apologize to Mr. [redacted] for any...

inconvenience. Please contact me directly if you have any questions. Best Regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 10, 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. [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. The installation of Mr. [redacted]'s Sleep Number(r) Cal King iLE Mattress and Cal King Foundation was completed on January 28, 2016. We have applied a credit to Mr. [redacted] Visa as a token of our apologies. We hope this helps ease some of his frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 11, 2016/02/08) */

November 7, 2016   Revdex.com of Minnesota and North Dakota   Select Comfort Customer # [redacted]   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 King iLE Mattress, a King InBalance Layer, and two Classic Standard AirFit Pillows w/CoolFit Foam, and Home Delivery and Set-Up Service on November 25, 2011.  The mattress and layer were exchanged to California King on December 5, 2011.  The mattress was delivered in January of 2012.   June 9, 2016 Ms. [redacted] called in to our Customer Service Center (CSC) with air loss on one side of the mattress.  Our representative advised to swap the hoses and call us back in 48 hours with the results.  If the same side still leaks we will need to replace the chamber under the warranty and if it moves to the other side, we would need to replace the pump under the limited warranty.    July 27, 2016 Ms. [redacted] called in requesting someone come out and look at the bed.  Our representative explained troubleshooting and that we don’t really offer a troubleshooting service.   Our CSR again explained how the results of the troubleshooting tell us which part needs to be replaced and explained  Ms. [redacted] was covered at 64% under her limited warranty.  Ms. [redacted] said she needed to speak to her husband about placing the order and would call us back.   Mr. [redacted] called our CSC a few moments later stating his wife had just called in and was told she had to buy a pump.  He went on to say that he had swapped the hoses and now it seemed both sides were leaking.  Our CSR explained if both sides were leaking we recommend capping the chambers to see if they hold air. Our CSR explained the Mr. [redacted] was in the prorated portion of the warranty and that’s why there would be a fee.  Mr. [redacted] asked if he could ask for him when he calls back with the troubleshoot results and was told yes he could ask to speak with the same CSR.   On November 12, 2016 Mr. [redacted] called our CSC and stating when he swapped the hoses the air loss moved to his wife’s side.  Our CSR explained we would need to replace the pump under Mr. [redacted] limited warranty, started to place the order and the call dropped.  Mr. [redacted] called back in and the next CSR finished up the order.  Mr. [redacted] paid for the new pump with his MasterCard and the pump was delivered on November 4, 2016.   Based on the results of the troubleshooting we are confident the new pump will resolve the air loss issues.   We appreciate Ms. [redacted] business and want her to know we are always here to help should she ever have any questions or concerns.   Best regards, Customer Advocacy Consultant