Sleep Number Corporation

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

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

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

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, 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) */

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

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, 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

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

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]

Initial Business Response /* (4000, 12, 2015/12/23) */
December 23, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he has experienced in...

reaching out to our company regarding the delivery of his order. Mr. [redacted]'s modular base was delivered on December 3, 2015. We understand that this has been a tremendous inconvenience and truly appreciate his patience.

Best regards,

Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 14, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company's claim is simply untrue.
As of December 23rd, 2015 the modular base has not been delivered.
As already stated, I received a call from the company on December 2nd, stating that the "parts were not available for delivery on the 3rd", and delivery was rescheduled for December 18th.
On December 18th at 8:20AM, I received a call that the "parts have not arrived at the depot", and the delivery of the base was yet again delayed.
We are still sleeping on a mattress on the floor, with a sealed box of purchased legs beside it.
I would also encourage the company to read the complaint I filed in full; as the delivery delay was only one of the problems we have encountered with this company. I sincerely request a refund, as the delays, the treatment of us at the store, and this company's mis-handling of this entire situation is very unacceptable.
Final Business Response /* (1000, 18, 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, Mr. [redacted].
Again, we sincerely apologize to Mr. [redacted] for the delays he has experienced in reaching out to our company regarding the delivery of his modular base order. Mr. [redacted] did receive the additional $100 discount (on his modular base) for a total of $200 off a mattress & base set, which was the promotion offered at the time of his original purchase.
Mr. [redacted]'s modular base was actually delivered on December 28, 2015. We understand frustration and truly appreciate his patience. We have applied a credit to Mr. [redacted]'s Visa as a token of our apologies.

Best regards,

Legal Correspondence Analyst
Final Consumer Response /* (2000, 20, 2016/01/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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

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, 17, 2016/01/21) */
January 21, 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 have 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 delivery. Their bed is scheduled to be delivered tomorrow on January 22, 2016. We have applied three credits to their Synchrony account as a token of our apologies. We understand that this was a tremendous inconvenience and appreciate their patience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 19, 2016/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Delivery was cancelled. This bed and frame were charged (for no good reason) to the credit card ealy December. A fair response would be to start the 12 months no interest as of the day we actually receive the bed, if it ever happens. We were credited $140 for the portion of interest in December, but not for January. The last compensation was for a day I lost at work during the failed delivery January 8.

June 6, 2016 Select Comfort Customer # [redacted]   Revdex.com of Minnesota & North Dakota   RE:        [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 an i8 FlexTop King Mattress, a FlexTop King FlexFit2 Adjustable Base, and several bedding accessories on April 13, 2016. The bed was delivered to Mr. [redacted]’s home on April 29, 2016 via our Home Delivery Set Up Team.    Mr. [redacted] called our Customer Service Department on June 1, 2016 to set up a return on the bed due to comfort issues.  Our Customer Service Representative (CSR) offered a no cost comfort kit and to extend Mr. [redacted]’s trial period so he could work towards getting comfortable in the bed.  Mr. [redacted] checked with Mrs. [redacted] and she declined the offer.  Mr. [redacted] asked to have mattress picked up by our Home Delivery Take- Down Service.    Mr. [redacted] then stated that he was previously told his order was returnable and asked our CSR to verify.  He was then told the adjustable base and bedding accessories were final sales .  Mr. [redacted] asked to speak to a supervisor.  The supervisor explained the Terms and Conditions of Sale and asked Mr. [redacted] to look at his copy.  He stated he did not recall signing anything.  The supervisor offered to reach out to the store once they opened to verify if the Terms and Conditions of Sale was signed.  Mr. [redacted] thanked her for helping.      Our Sales Professionals are expected to provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our products.  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 the return policy is printed on all printed sales literature advertising the respective products.  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.  The Sales Professional went over the Terms and Conditions of Sale with Mr. [redacted] in detail and Mr. [redacted] signed the Customer Order AND initialed each respective disclaimer relative to the items he purchased (copy available upon request), including the following:   Adjustable Bases Return/Exchange Policy:  The FlexFit1, FlexFit2, and FlexFit3 Adjustable Bases are not covered under the Sleep Number 100 Night In-Home Trial Policy.  All sales of FlexFit1, FlexFit2, FlexFit3 Adjustable Bases and/or Surround Silhouettes are final.  No returns or exchanges will be authorized or accepted.   Even though he signed AND initialed acknowledging he was aware of the Terms and Conditions of Sale, Mr. [redacted] claimed he was never made aware of the no-return policy on his adjustable base.    Sleep Number has an obligation of fairness to maintain for all of our customers and we cannot make Mr. [redacted] an exception to this obligation.  We are sorry the mattress didn’t work out for Mr. [redacted].  There are many adjustable base friendly mattresses out there.  We hope Mr. [redacted] finds one that works for him soon so he can continue using all of the features he wanted when purchasing his adjustable base.       Best regards, Customer Advocacy Escalation Consultant6

May 20, 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]’s bed has shipped and, per UPS tracking, all boxes but one will be delivered on May 24, 2017.  That box has a UPS tracking number but no movement since May 17, 2017.  The box has been reordered and expedited.   Per our Terms and Conditions of Sale, Sleep Number Beds are estimated to for delivery in our standard delivery areas within 2 weeks.   The email confirmation that Mr. [redacted] received is an auto-generated blanket email that states the bed will ship from our warehouse in 5-7 days, which is usually the norm.   The system did not know of the foam delay we are experiencing.   We truly apologize for the delay and are doing all we can to reduce our backlog and fulfill aging orders.  Best regards,Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2016/02/17) */
February 17, 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 Ms. [redacted]'s order. We understand that this was a tremendous inconvenience and appreciate her patience.
Ms. [redacted]'s Sleep Number(r) Full c2 Full Mattress with FlexFit2 adjustable base is scheduled to be delivered between 8:00 A.M. and Noon on February 23, 2016. Once her bed is delivered we will apply a credit to her Synchrony Financial account as a token of our apologies.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At this point I am unable to accept closure to this case due to the fact that I have not received confirmation of what % credit will be credited to my Synchrony Financial account. I asked for 20% due to the delays of my deliveries due to incomplete parts on both delivery dates and snow blizzard in my state that caused freight not to deliver on time . Not due to a company-wide computer systems conversion. This % is not much to ask for due to the severity of my disability and pain of having to sleep on the floor for 5 1/2 weeks. When I receive conformation of the 20% of credit I asked for be applied to my account due to this hugh inconvenience I will consider this case closed. Thank You
Final Business Response /* (4000, 9, 2016/02/22) */
February 22, 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].
Ms. [redacted] purchased a Full c2 mattress and FlextFit2 Adjustable Base on 12/28/15. At that time, we had a lead time of 4-5 weeks for delivery. Ms. [redacted]'s delivery was scheduled for 1/19/2016, but she had to be rescheduled to 2/5/2016 due to some of the parts not being shipped to the HUB. This is not our normal mode of operation. The recently implemented a company-wide computer systems conversion affected her order.
On 1/19/2016 Ms. [redacted] spoke with one of our Customer Advocacy Managers and was offered a fair appeasement for the inconvenience of the reschedule.
Unfortunately, Ms. [redacted] was rescheduled on 2/5/16 due to inclement weather, over which we have no control. Ms. [redacted] is currently scheduled for 2/23/2016.
We apologize for any inconvenience and will apply the appeasement, as promised, once the bed has been delivered.
Please contact me directly should you have any questions.
Best regards,
CS Correspondence Manager