Sleep Number Corporation

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

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

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.

January 4, 2018   Revdex.com of Minnesota & North Dakota   RE:        Ms. [redacted] Case #[redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].  ...

  Since submitting this complaint, Ms. [redacted] has been contacted by our Executive Office and they have settled this matter with mutual satisfaction.  We are happy to hear she is enjoying the King i8 Mattress.   Best regards, Customer Advocacy Escalation Consultant

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

August 16, 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] is currently working with one of our Case Managers and Synchrony Bank towards resolution.  Tomorrow the three parties will be connecting via a conference call.  Synchrony cannot share information about our mutual customers with Sleep Number without their consent. Connecting via a conference call will show customer consent and all parties can work together towards information gathering and resolution.   We look forward to closing this chapter for Mr. [redacted].   Best regards, Customer Advocacy Escalation Consultant

March 20, 2018   Revdex.com of Minnesota & North Dakota   RE:          Mr. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customers, Mr....

[redacted].    Since submitting his complaint, Mr. [redacted] has been in contact with our Corporate Mangers.  In researching and pulling the calls, we believe Mr. [redacted] and one of our managers worked towards resolution with mutual satisfaction on March 15, 2018.  A call was made to Mr. [redacted] and voicemail left with a direct line to discuss this matter further should he wish.  Mr. [redacted]’s feedback has been taken into consideration and will be used a coaching opportunity going forward.    Kind regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2015/10/28) */
October 28, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
Ms. Potts's complaint has been resolved. Ms. [redacted]'s HelpCard financing account...

was credited in full on October 17, 2015.
We apologize to Ms. [redacted] for any inconvenience and wish her well. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/10/29) */
Yes this issue has been resolved, thank you
[redacted]

Initial Business Response /* (1000, 11, 2016/01/27) */
January 26, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he experienced in reaching out...

to our company regarding his order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected his order. Mr. [redacted]'s bed was delivered on January 6, 2016. We understand that this was a tremendous inconvenience and appreciate his patience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 13, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe we should be compensated in some way for all of the inconvenience.

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 sincerely apologize to Mr. & Mrs. [redacted] for the delays they have experienced...

regarding their warranty order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their order and installation. We understand that this was a tremendous inconvenience and appreciate their patience. According to our records, the warranty parts were delivered January 21, 2016 and installed by our Home Delivery technicians on January 30. 2016. We sincerely apologize to Mr. & Mrs. [redacted] for the delays.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/02/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They finally got the problem fixed. The bed seams to be firmer, it was like the top was stretched
and sagged.
They need to be a little faster and get back to the customer sooner.
Thank you for your help.

Initial Business Response /* (1000, 7, 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 refund. We understand that this has been a tremendous inconvenience and appreciate his patience. Mr. [redacted]'s check for $148.74 was mailed on December 20, 2015.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 9, 2015/12/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At first glance I would absolutely accept the response of SleepNumber. Until I recieved my mail today. I was happy/optimistic when I noticed that I had a correspondce from Sleep Number, having read the company's reply to my complaint I was sure to take note of the date in which this letter was mailed, before even opening the envelope. With SN's promise that they had placed a check in the mail for the $148.74 on Dec 20, I was even more optimistic that I had finally put an end to this fiasco. However, I am not so lucky, especially not while dealing with a company with a overall system of ineptitude, carelessness, and lack of customer service. Instead of receiving a check as their legal department promised I was mailed a shipping label so I could ship back the bed frame that I REFUSED delivery of. This is now the second shipping label I have been mailed by SN. I have called the only customer service number available 5 times!!! Each time I am told that they rep is completing the refund process, and that they would fill out a request for a manager to call me back in 48-72 hours. Not only have I not been given MY money back, but I have still been unable to speak with a manager. I am beyond a loss for words. This is without a shadow of a doubt the worst customer service experience I have ever been forced to deal with. I would really appreciate it if the Revdex.com could provide me with some direction as to additional recourse available to a customer, as SN apparently could care less. I have attached a pic of the wonderful letter I recieved from this mockery of a company.
Final Business Response /* (1000, 13, 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 experienced in reaching out to our company regarding his refund. Mr. [redacted] did not receive a check refund. Mr. [redacted]'s MasterCard (ending in [redacted]) was credited $148.74 on December 20, 2015. We are sorry for the misinformation regarding his method of refund.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2016/02/17) */
February 17, 2016
RE: Ms. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We're sorry for 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. The air chamber and pump were delivered today, and we are sending our Home Delivery Technicians out to install the parts. We are covering the cost of the service as a token of our apologies. We hope this helps ease some of her frustration.
Best regards,
CS Correspondence Manager
Initial Consumer Rebuttal /* (2000, 8, 2016/02/17) */
I spoke with a Supervisor from MN on Feb 15th, and she was going to keep track of an order that was placed on Jan 29th for replacement parts. On 2/17 I received a call from Sleep Number that they were sending a Technician to my home on 2/22 to see why the bed is losing air & to see if it can be fixed. I will send an update status after the technician has left & either repaired or could not repair the bed.

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, 8, 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 delays she experienced in reaching out to our customer service and resolving her issue. We truly appreciate her patience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2015/11/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Since your involvement to my complaint, this issue has been resolved, and I received my total refund as of last evening. Grateful for assistance with this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is somewhat satisfactory to me. I did receive the bed, and yes the day of the deliver men did call and worked out a better time with me.  However, your customer service of the entire matter was a complete disaster and had it not been for your delivery drivers helping me out I am sure this would be ending in a refund and by the way Howard acted at the store probably in small claims court.  You all need to look at your policies and not promise a time frame if you can not commit to that time frame.  You should also give your customers more than 20 hours notice, Because I had to wait 10 days for my opening you obviously know your delivers and can make a schedule for more than the day before maybe 2 or 3 days before would help customers out and at least make them feel like you are sympathetic.  I am still considering keeping the bed or returning it based on your customer service. Sincerely,Jennifer [redacted]

Initial Business Response /* (1000, 5, 2016/02/16) */
February 16, 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 Mr. & Mrs. [redacted] experienced in receiving their Sleep...

Number(r) Queen Dual m7 Mattress and Queen Foundation. Our beds are component-based and made to order. Subsequently, all parts may not ship at the same time and this is the case with Mr. & Mrs. [redacted]'s Sleep Number(r) bed.
According to our records, UPS has delivered all 5 boxes of Mr. & Mrs. [redacted]'s Sleep Number(r) Queen Dual m7 Mattress and Queen Foundation. Three boxes were delivered January 15, 2016, a fourth box was delivered January 27, 2016, and the fifth box was delivered February 15, 2016.
We have applied a credit to Mr. & Mrs. [redacted]'s Visa as a token of our apologies. We hope this helps ease some of their frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/02/24) */
They claim they credited my visa however nothing has been put on my visa I did receive the rest of the bed on the 15th a month and a half later still not very impressed with this company and I'm hoping that anything that we need and help to put this together will not be as horrible as a first customer service issue so until I see what they did for a credit I will not be happy with them don't say you did something that you may or may not have done or at least we haven't seen it on our end.
Final Business Response /* (4000, 9, 2016/02/27) */
February 27, 2016
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 are sorry for the delay Ms. [redacted] experienced in getting her credit. The entry was processed on 2/16/16, and we settled (transmitted to the Visa Card) the credit on 2/17/16. Please note it can take the credit card company up to 7 business days to post the credit on their side.
If Ms. [redacted] does not see the credit post by 2/29/2016, we urge her to contact our Customer Service Department at [redacted] and we will look into the matter for her.
Best regards,
CS Correspondence Manager

Initial Business Response /* (1000, 5, 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're sorry for the delays Ms. [redacted] experienced in reaching out to our company...

regarding her order and trial return. 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 her patience. The purchase price of [redacted] for Ms. [redacted]'s Sleep Number(r) Queen Dual p5 Mattress was refunded back to her Visa on January 30, 2016. We regret we have lost Ms. [redacted]'s business due to our computer conversion.
Best regards,
CS Correspondence Specialist

Initial Business Response /* (4000, 16, 2016/01/20) */
January 19, 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] and her mother, for the delays she has...

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. The bed is scheduled to be delivered on January 25, 2016. We understand that this has been a tremendous inconvenience and appreciate their patience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 18, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason I've decided not to accept the response from the business is because I've been told over and over again that the bed would be delivered on a specific date and it has yet to arrive. I'm glad the company realizes what a "tremendous inconvenience" this affair has been for us, especially my mother whose health is steadily deteriorating. I would still appreciate some sort of compensation for the trouble this has caused us whether it be monetary or in the form of product such as sheet sets and or comforters. Thank you again for the response.

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're sorry for the delays Mr. & Mrs. [redacted] experienced in reaching out to our...

company regarding their order and trial return. 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 their patience. A Trial Return pick-up has been scheduled for February 12, 2016. Mr. & Mrs. [redacted]'s full purchase price will be refunded within 2 weeks of return. We regret we have lost Mr. & Mrs. [redacted]'s business due to our computer conversion.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 7, 2016/02/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

July 5, 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].   On...

March 20, 2015 a Queen p5 Mattress w/SIQ, a Queen FlexFit3 Adjustable Base, a mattress pad and two pillows were purchased.  March 23, 2015 we received a call asking us to cancel the order due to our two week delivery lead time.  The status of the order allowed us to cancel the adjustable base off the order.  The accessories had shipped so we could not cancel and the mattress status did not allow for a cancel or a return at the time.  The customer was advised that they could return the accessories to the store and that we would cancel the mattress when the system allowed.   A stop payment was put on the check used for the purchase and the check was returned to us.  The accessories were refused but did not get checked in as returned which resulted in a claim to Certegy.  Due to an internal system conversion and personnel transitions, unfortunately, the claim did not get reversed when the items were checked in.  We are currently working with [redacted] to get the documentation requested in the complaint and are deeply sorry for the error.   June 19, 2017 [redacted] advised they would contact the company the claim was sold to let them know of the error and sent a letter to the address of record that the customer is clear of the claim.   They advised to have Ms. [redacted] contact the sold company to resolve any issues that may still be out there.  We cannot get any information from these companies due to privacy laws.    We’re truly sorry for any inconvenience and have done as we promised in our response to the original complaint #[redacted].   Best regards, Customer Advocacy Escalation Consultant