Sleep Number Corporation

Initial Business Response /* (1000, 6, 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 and trial return. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected his order and trial return. We understand that this was a tremendous inconvenience and appreciate his patience. Mr. [redacted] chose to return his Sleep Number(r) FlexTop King p5 and FlexTop King FlexFit2 adjustable base within his 100 Night In Home Trial. We refunded Mr. [redacted]'s Synchrony Financial account. We regret we have lost Mr.[redacted]'s business due to our computer conversion.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 13, 2016/02/22) */
Although I accept Sleep Number's final resolution, and have received all of my money back, bottom line is this. Sleep Number is the single worst company to deal with after you have bought their junk product. In the stores, it all looks and sounds awesome, and they make you feel very welcomed, and are quick to take your money. However, after you purchase, it is a completely different story.
After receiving their product (FlexTop King P5, and FlexTop King FlextFit2 bases) I quickly realized I had been duped, and sold possibly the worst bed in existence. It was nothing more than a couple of cheap air mattresses, held together by foam pieces. The first few nights sleeping on the bed were not great, and a few days later I was waking up with serious back pain - worse than with my old mattress. I tried several different sleep numbers and nothing worked. This was definitely not the same bed I tried in the store. I eventually gave up and went into our spare bedroom - on a normal mattress - and slept much more comfortably.
It took me almost 2 months to get a full refund back. Most representatives at Sleep Number hide behind their "new computer system" excuses, and also use excuses of having to fill out lots of forms to their back office to get a status report on anything. It seems that none of any of the different departments can figure out how to effectively communicate with each other, so the customer suffers. Be careful, because dealing with them will cause you to become extremely agitated, frustrated, irate etc........
Being an IT professional myself, and having implemented their exact ticketing tool (Siebel) in a Large Enterprise Environment, the fact that they are hiding behind the "new computer system" excuse repeatedly - tells me that either they are completely lying about everything, or their infrastructure is just as screwed up as their products, and they will eventually be forced to go out of business. No company can afford to produce such a substandard product and lose customers at this rate and stay in business.
If you are still reading this - stay away from Sleep Number. They are the single worst company I have ever dealt with and although there were a few representatives that took the time to work with me to ensure that I received my refund, overall my experience with Customer Service was horrible at best. I was hung up on, and was not treated like a customer at all. I would not wish dealing with their customer service in any way shape or form on my worst enemy.

Initial Business Response /* (1000, 5, 2015/05/26) */
May 26, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We hope Ms. [redacted] will accept our sincerest apologies for the poor experience she had...

with our company. This is not our normal mode of operation and certainly should have been handled differently.
As of May 19, 2015, Ms. [redacted] has received a full refund to her credit card and to her financed account, as well as a check mailed for the damage to her walls.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

I am rejecting this response because: they did not consolidated the     account to one monthly payments on one bill statement .I am on the phone today 01/10/2017 sleep number fiance department 1(800)[redacted], the monthly payments are some to be 157.17 times 36 months the balance from acct ending [redacted] with just my name on was suppose to be closed out and consolidated on to acct ending [redacted] that has both I and spouse name on it [redacted] N [redacted] and [redacted] T  [redacted]. Sincerely,[redacted] N [redacted] ###-###-####

Initial Business Response /* (1000, 9, 2015/11/19) */
November 18, 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 have...

experienced in reaching out to our customer service and home delivery.
We have agreed to accept a return for refund. Mr. & Mrs. [redacted]'s bed is scheduled to be picked up on November 21, 2015 and we have mailed them two UPS pre-paid return shipping labels for the bedding.
We understand that this has been an inconvenience and truly appreciate their patience.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 6, 2015/11/09) */
November 9, 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 customer service and home delivery teams. We understand that has been a tremendous inconvenience and we truly appreciate their patience.
Mr. & Mrs. [redacted]'s bed is scheduled to be delivered on November 11, 2015. They will also receive a check for $240 via U.S. Mail.
Please contact me directly if you have any questions.
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 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. We understand that this was a tremendous inconvenience and appreciate her patience. According to our records Ms. [redacted] should receive all items on her order soon. We have applied a credit to Ms. [redacted]'s Visa as a token of our apologies. We hope this helps ease some of her frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 7, 2016/02/10) */

Initial Business Response /* (1000, 5, 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 experience he is having with his Sleep...

Number(r) p5, King, Mattress and King FlexFit1 Adjustable base.
We are unable to honor Mr. [redacted]'s request to refund his original purchase price as he is beyond the end of his 100 night trial. His bed was delivered March 30, 2015 and his trial ended on July 8, 2015.

Our records indicate Mr. [redacted] contacted us on July 11, 2015 to report his mattress sides were not level. He refused to complete any troubleshooting over the phone with our agent and opted not to pay for our technicians to come out and troubleshoot for him.
On December 7, 2015 Mr. [redacted] contacted us and reported his mattress was sliding off the bed. He purchased a set of bed straps.
We encourage Mr. [redacted] to contact us for assistance with his Sleep Number bed and adjustable base. We can be reached at [redacted] Monday through Friday 8:00 A.M. -8:00 P.M. CST or Saturday 8:30 A.M. - 5:00 P.M.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 11, 2016/02/23) */
[redacted] See Attached [redacted]
Final Business Response /* (4000, 13, 2016/02/27) */
February 27, 2016
RE: Mr. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the experience he is having with his Sleep Number(r) p5, King, Mattress and King FlexFit1 Adjustable base.
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.
Once the troubleshooting has been completed, we will replace any part necessary under the terms of the Limited Warranty.
We encourage Mr. [redacted] to contact us for assistance with his Sleep Number bed. We can be reached at [redacted] Monday through Friday 8:00 A.M. -8:00 P.M. CST or Saturday 8:30 A.M. - 5:00 P.M. Issues with the adjustable base should be directed to [redacted] at [redacted] as they hold the Limited Warranty for adjustable base.
Best regards,
CS Correspondence Manager

Initial Business Response /* (1000, 11, 2016/01/26) */
January 26, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
Our records indicate that Mrs. [redacted] purchased a Sleep Number(r) i8 Split King...

Mattress, a Split King FlexFitTM 2 Adjustable Base, and Home Delivery Service at one of our retail stores on August 22, 2015. Mrs. [redacted]'s order total was $7,736.06 - she paid $4,800 using a Synchrony financing plan and the balance of $2,936.06 on Visa credit card. Mrs. [redacted] accepted delivery of her mattress and adjustable base on September 1, 2015.
Mrs. [redacted] signed her Customer Order Agreement (copy available upon request), acknowledging the terms and conditions of sale were fully understood; which included the following:
Adjustable Bases: The FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 Adjustable Bases are not covered under the Sleep Number(r) 100 Night In-Home Trial policy. All sales of FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 adjustable bases and/or, Surround Silhouettes are final. No returns or exchanges will be authorized or accepted."
On December 21, 2015, Mrs. [redacted] called our customer service requesting authorization to return both her mattress and adjustable base and was reminded that her adjustable base is a non-returnable item. Mrs. [redacted] refused all attempts for us to address her complaints and Sleep Number did not believe there were any defects in materials or workmanship related to her concerns. As an exception, we offered to accept a return for refund of Mrs. [redacted]'s adjustable base with a $500 restocking fee. Mrs. [redacted] agreed.
On January 21, 2016, Mrs. [redacted]'s mattress and adjustable base were picked up. Mrs. [redacted]'s refund total was $6,850.88: $4,800.00 to Synchrony and $2,015.88 and $35.00 to her Visa.
We cannot refund the restocking fee, but we have applied an additional credit of $192.59 ($179.99 + tax) to her Visa for the Home Delivery & Set-up Service, as a token of our apologies for the Sleep IQ issue. We're sorry the mattress and adjustable base did not work out for Mrs. [redacted] and wish her well.
Best regards,
Legal Correspondence Analyst

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, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she has experienced in...

reaching out to our company regarding the delivery of her order.
Ms. [redacted]'s remote control was delivered on December 16, 2015. We understand that this has been a tremendous inconvenience and truly appreciate her patience.
Best regards,
Legal Correspondence Analyst

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me so long as it is completed as promised.    My wife called customer service as recommended because we have still not received the $2110 ($109 was received). We continue to be frustrated as they can't find the second credit and then accused us of never having paid to begin with which we all know is not the case.  So looks like another "training" opportunity and more importantly...I still need my $!!!i do appreciate the resolution for the replacement parts so if we can just get the refund right, we'll all be in a better place.  Thank you. -[redacted]

Final Consumer Response /* (2000, 14, 2016/01/18) */
Consumer contacted Revdex.com via Chat and stated complaint is closed.

Initial Business Response /* (1000, 5, 2015/11/13) */
November 13, 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 have...

experienced in reaching out to our customer service. Mr. & Mrs. [redacted] will receive a call within the next 3-4 weeks to schedule the delivery of their exchange to a p5 Split King Mattress. We are so sorry for the wait. We understand that this is an inconvenience and truly appreciate their patience.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2016/02/02) */
February 2, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We're sorry for the delays Ms. [redacted] experienced in reaching out to our company...

regarding her order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed her order. We understand that this was a tremendous inconvenience and appreciate her patience. Ms. [redacted]'s Sleep Number(r) i8, King, Mattress was delivered January 4, 2016. We have reimbursed her American Express and appeased a New SmartSkirt, Sand, King as a token of our apologies. We hope this helps ease some of her frustration.
Best regards,

CS Correspondence Specialist

July 5, 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].   We gave Mr. [redacted] the troubleshooting information and asked that he get back to us with the results. We emailed additional troubleshooting regarding the foam on the interior of the mattress, as well. We have not heard back. Select Comfort offers a 25 Year Limited Warranty for replacing any part found to have a manufacturing defect.    We are truly sorry that Mr. [redacted] is disappointed.  We do not currently have a repair service department, nor have we had one in the past.  Due to the nature of our product, we do not send a technician to a customer’s home to do troubleshooting or replace components.  Our Select Comfort 25-Year Limited Warranty does state, “Customer maintains responsibility for installation of parts replaced under terms of the warranty.”  All policies, the terms and conditions of sale and our 25 Year 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.  Select Comfort manufactures mattresses at all price points and the troubleshooting is the same for each so the price paid has nothing to do with the warranty coverage.   We appreciate that Mr. [redacted] sent in photos to help us assess the situation, but we can see nothing out of the norm on the pictures received.  Again, should any part of the mattress have a manufacturing defect we are more than happy to replace it under Mr. [redacted]’s limited warranty. We want nothing but the best sleep experience for our customers and ask that Mr. [redacted] contact our Customer Service Center with any questions or concerns.        Best regards, Customer Advocacy Escalation Consultant

December 20, 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].  ...

  Ms. [redacted] purchased a FlexTop King i10 360 Smart Bed, FlexTop King FlexFit 1 360 Smart Bed Adjustable Base, FlexTop King DualTemp Layer, Headboard Brackets  and some accessory items on 10/24/2017.  The mattress, base, and layer were delivered via our Home Delivery and Set Up Team on November 2, 2017.    November 6, 2017 we were advised that the wrong headboard brackets were ordered.   We ordered the correct ones and set up an order to have our technicians come to the home to install them.  This was done on November 25, 2017.  Sleep Number sells headboard brackets for our Modular Bases, our FlexFit Bases and our 360 Smart Bed and it Beds.  The brackets we sell are model specific.  The brackets ordered were for the FlexFit Base not the 360 Smart Bed Adjustable Base.    Ms. [redacted] contacted our CEO about the space between the mattress and the headboard.  There needs to be space for the adjustable base to move.  We reached out to Ms. [redacted] to discuss and advised that the brackets are universal and we don’t sell another option for her bed.   That is not to say another company wouldn’t have brackets that may work.    December 15, 2017 we went out to the home to take off the brackets and push up the mattress, per Ms. [redacted]’s request.   She has been refunded the cost of the brackets.    We did what we could to resolve the issue for Ms. [redacted].  We’re sorry the space between the mattress and headboard was greater than anticipated, but we do not offer any other brackets for the Smart Bed Adjustable Base.  We cannot honor her request for a free headboard.    Best regards, Customer Advocacy Escalation Consultant

I am rejecting this response because:
I am disgusted. I will not reply with the back and forth, he said/she said. This company is well aware of their scamming and are protected enough to rip people off and leaving the consumers hands time to provide them monetary compensation they are not entitled to and will continue to get as long as they are allowed to continue their disgusting business practices, they provided extra things to try to make the mattress worthy of sleeping on at no extra cost because the adjustable base alone is 3 times the cost of competitors, the frame itself covers the cost of a frame and 3 coil mattresses at the competition, so they have been compensated 3 times what their mattress is worth and furthermore, the mattress is falsely advertised, what arrived and was set up in our home feels NOTHING like the mattress they have in their stores and they do not have their in store mattresses set up on the adjustable frames that they are selling to consumers! It is a bait and switch scam, they do not have the items for purchase at their stores set up for demos! What you buy is NOT what they are offering in their stores! You buy blind basically and do not receive the mattress or bases they have on display. It is disgusting and I am not pleased. I will be glad to be done with this company and advise others not to purchase anything from this vendor.

March 27, 2018   Revdex.com of Minnesota & North Dakota   RE:        Ms. [redacted] Case #[redacted]   Dear Revdex.com:   Thank you for the opportunity to follow-up regarding the complaint of our customer, Ms. [redacted].    We do apologize for the excessive hold times.  When our sales go up, so does our call volume.  The disconnect was definitely not on purpose and the representative should have called back and has since been coached.  Regarding the separation of the accounts, this is not a matter that can easily be resolved.  Our IT department had to create a ticket on this and reach out to our BAM labs to separate on the backside.  Ms. [redacted] was advised of the estimated timeframe to resolve. We have used Ms. [redacted]’s feedback as a coaching opportunity to ensure our sales force is aware of the steps necessary to split an account. Sleep Number strives for world class service and we do our best to be as transparent as possible and, again, apologize for the experience.    Ms. [redacted]’s mattress was picked up on March 21, 2018 and refund settled back to her Synchrony Financing on March 22, 2018.  The accessories are scheduled to be received back to us on March 29, 2018 and once they are checked in we will credit back the cost to the original form of payment.   We’re sorry for the experience and that it resulted in the return of the mattress.    Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2016/01/04) */
January 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 experienced in reaching out...

to our company regarding her refund. Ms. [redacted]'s refund for $377.34 settled on December 15, 2015. We understand that this was a tremendous inconvenience and appreciate her patience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2016/01/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you!! I hope you improve you're customer service for future and present customers!

Initial Business Response /* (1000, 9, 2016/01/28) */
January 27, 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 and trial return. We understand that this was a tremendous inconvenience and appreciate Mr. & Mrs. [redacted]'s patience. We refunded $[redacted] back to their VISA. We regret that we have lost Mr. & Mrs. [redacted]'s business due to our computer conversion.
Best regards,
CS Correspondence Specialist

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 experienced in...

reaching out to our company regarding the delivery of their component. We understand that this was a tremendous inconvenience. Mr. & Mrs. [redacted] air chamber was delivered on December 1, 2015 and were reimbursed for the cost.
Best regards,
Legal Correspondence Analyst