Sleep Number Corporation

February 7, 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 King iLE Mattress with SleepIQ, a Modular Foundation, Standard Legs, Home Delivery and Set-Up Service, and some Bedding Collection items on September 11, 2016.    The bed was delivered on September 24, 2016.  Mr. [redacted]’s 100 Night In-Home Trial Period was to end on January 2, 2017.   On November 25, 2016 our Close the Loop Team reached out to Mr. [redacted] after receiving a survey in which Mr. [redacted] mentioned he was waking up with back and neck pain.   We asked that he reach out to us so we could assist with his comfort issues.    December 30, 2016 Mr. [redacted] called us to return his bed.  Our Customer Service Representative (CSR) offered comfort solutions and at first Mr. [redacted] declined and stated he just wanted to return, but then decided to give them a try.  Mr. [redacted]’s 100 Night In-Home Trial Period was extended to February 1, 2017 to give him some time to work the products we sent out.    Mr. [redacted] called on February 2, 2017 to set up a return on the bed and our CSR denied his request as the file was noted that the trial ended on February 1, 2017.  Mr. [redacted] escalated to a supervisor who also denied his request.   We feel that Mr. [redacted] tried in good faith to make the mattress work.  We appreciate his willingness to try our comfort solutions and would like to honor his request for a return of his bed.   A call was made to Mr. [redacted] and a voicemail was left letting him know his file has been noted we will honor the return.   The message also clearly stated that this offer is only valid until this Friday, February 10, 2017 and we will not honor the return after that date.   We’re sorry the bed didn’t work out for Mr. [redacted] and wish him well.     Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 9, 2016/01/08) */
January 8, 2016
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 one Sleep Number(r) c4 King Mattress...

with Sleep IQ ($2,299.98 + $161.00 tax = $2,460.98), and Home Delivery & Set-up Service ($179.99 + $12.60 tax = $192.59) at one of our retail stores on August 24, 2015. Mr. [redacted]'s order totaled $2,653.57.
Mr. [redacted] completed a financing application at the store. HELPcard financing is an alternative financing plan that we offer when customers do not qualify for financing through Synchrony Financial. Mr. [redacted] was approved and financed by HELPcard for his purchase. Customers approved for HELPcard financing receive a "HELPcard Terms and Conditions of Sale" sheet detailing all terms at the time of sale. HELPcard also includes the "HELPcard Terms and Conditions" with the first mailed billing statement to the customer, which is typically within 15-30 days after delivery.
Mr. [redacted]'s mattress was delivered on September 2, 2015.
On November 9, 2015, Mr. [redacted]'s daughter called customer service while in Mr. [redacted]'s presence, requesting to return the mattress for return. Mr. [redacted]'s daughter was provided the three return shipping options and they chose Home Delivery Return Service for a fee of $192.59 ($179.99 + $12.60 tax). A return was set up and Mr. [redacted]'s daughter acknowledged that they understood that the cost of the Home Delivery Return Service would be deducted from Mr. [redacted]'s refund.
On November 23, 2015, the mattress was picked up and a refund for $2,268.39 was credited to Mr. [redacted]'s HELPcard account on December 24, 2015. The Home Delivery & Set-up Service and the Home Delivery Return Service totaled $385.18, which would have remained on Mr. [redacted]'s HELPcard account. It is apparent that Mr. [redacted] defaulted on his agreement with HELPcard. I have reviewed the recorded conversations and contend that no one at Sleep Number ever told Mr. [redacted] or his daughter to cease payments. Please also note that no one except Mr. [redacted] can close his HELPcard account.
Sleep Number and HELPcard are separate companies. Due to federal laws protecting the privacy of consumer's financial information, HELPcard cannot provide or discuss our mutual customer's financial transactions or any other facts regarding their individual accounts. Sleep Number cannot alter Mr. [redacted]'s agreement with HELPcard. We recommend Mr. [redacted] contact HELPcard directly at (877) [redacted] with any questions.
Please contact me if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 11, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The HELPcard account was defaulted on due to the extremely slow returns process by Sleep Number. I was informed that the returns process typically takes 3 weeks, which would have left me with ZERO late payments. However, since the process took longer than usual, and I was told that payments could cease when the bed was picked up as Sleep Number would immediately start the returns process with the finance company (HELPcard), payments were defaulted on.
It is apparent not only from the information I have saved from chat records about my return, but also lack of communication after I told Sleep Number I no longer wanted their glorified air mattress, that:
1. Sleep Number is not a company that cares about their customers after the sale. Read other consumer reviews. I am not the only person with this issue.

2. Sleep Number will give you the run-around to avoid answering a question they obviously don't have an answer to.
In conclusion, did I default on the HELPcard payment? Yes I did.
Why did I default on the HELPcard payment? Because Sleep Number could not get their act together for a simple return process.
This is no longer about the defaulted payments. This is about how Sleep Number treats its customers. We are not a number. We are people and deserve to be treated as such when we contact your company before, during, and after the sale.

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 /* (1000, 5, 2015/07/29) */
July 29, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
Our records indicate that Mr. [redacted] purchased one (1) PlushFit Classic Standard...

Pillow and one (1) PlushFit Gusset Standard Pillow at one of our retail stores on May 21, 2015.
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 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.
Our Bedding Collection policy has not changed. The following is in the "terms and conditions of sale" on Mr. [redacted]'s Customer Order (sales receipt) ...
"Sleep Number(r) Bedding Collection Return/Exchange Policy: Bedding Collection products cannot be returned for a refund. Within 30 days of receiving your Bedding Collection product, you may exchange a product for a different Bedding Collection purchase. Exchanges will only be allowed one time per item purchased. You must provide proof-of-purchase."
The Sales Professional did highlight the policy on the Customer Order and Mr. [redacted] did acknowledge that he understood the terms and conditions of sale by signing his Customer Order Agreement (copy available upon request).
We're sorry; we cannot authorize a return for refund of the pillows. We did offer to authorize a one-time exchange of Mr. [redacted]'s pillows and he declined.
Best regards,
Legal Correspondence Analyst

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.

Initial Business Response /* (1000, 5, 2015/11/19) */
November 19, 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 experienced in reaching...

out to our customer service team. We understand that this has been an inconvenience and appreciate her patience.
Ms. [redacted]'s new remote shipped this morning via UPS. Please contact me directly if you have any questions.
Best regards,
Mary [redacted]
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/11/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I am happy to hear they are sending us our remote, I am still very displeased with their customer service. This is ridiculous that it took this long to get a remote that should have been on its way a month ago. The time frame is totally unacceptable for something they should have in stock anyway given the number of people who have sleep number beds. As a business, you have to know that some remote controls will go out or be faulty. Therefore, they should be prepared. We are still requesting that we be reimbursed. If not all at least 50% of what we paid for our C2 bed. Thank you!

Initial Business Response /* (1000, 9, 2016/01/25) */
January 25, 2016
Case # [redacted]

Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he has experienced regarding...

his warranty order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected his order and delivery. The warranty part was delivered January 8, 2016. We understand that this was a tremendous inconvenience and appreciate his patience. We did appease the shipping charge as a token of our apologies.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 11, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As evidenced by the UPS confirmation attached, the remote was delivered to a loading dock in Salt Lake City, UT. Both the shipping address and billing address involved are in Virginia. Sleep Number delivered the remote somewhere completely unrelated to this transaction and is claiming that the delivery has been completed. This goes beyond disingenuous and has become out and out fraud. In addition, I received a threatening phone call from Sleep Number's bank today regarding payment on an unrelated order. I was harassed by a Sychrony Bank representative because one of my payments was one day late. All other payments for the duration of the agreement (7 months total) have been on time. I believe I am being targeted for harassment by Sleep Number because I have pursued this complaint.
Final Business Response /* (4000, 13, 2016/02/05) */
February 5, 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 regarding her remote order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected Ms. [redacted]'s order. We understand that this was a tremendous inconvenience and appreciate her patience.
We have reshipped the Sleep Number(r) Remote, Dual via UPS [redacted]. The package is scheduled to ship Next Day air so it will arrive 1 day after it ships from our manufacturing facility. We again apologize for the delays Ms. [redacted] has experienced.

Best regards,

CS Correspondence Specialist

March 1, 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].   Our...

records indicate that Ms. [redacted] purchased a Split King i8 Mattress with SleepIQ, a Split King FlexFit2 Adjustable Base and two mattress pads on September 13, 2015. The mattress and base were delivered via our Home Delivery Team on September 22, 2015.   Ms. [redacted] called our Customer Service Center on November 22, 2017 stating one side of her mattress was not holding air.  She was given troubleshooting and asked to call us back in 24 hours.  Ms. [redacted] called us back on February 23, 2018 and told us the leak moved to the other side of the mattress.  We advised we would have to replace the pump and gave her the prorated replacement cost.  She declined purchasing and stated we should replace for free.   When Ms. [redacted] initially called to report the issue, she was already in the prorated portion of her warranty.  Our mattresses come with a 25 Year Limited Warranty.  This is posted on our website, at the registers in our stores and in the owner’s manual.  We encourage our customers to look over the terms of the warranty and ask questions to ensure they are making an informed decision regarding their purchase.   We cannot honor Ms. [redacted]’s request to replace the pump at no cost.  We have an obligation of fairness to all our customers and cannot make her request an exception. We will continue to support her under the terms of her 25 Year Limited Warranty.                                         ...⇄      Best regards, Customer Advocacy Escalation Consultant

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 sincerely apologize to Ms. [redacted] for the delays she experienced in reaching out...

to our company regarding her bedding 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.
According to UPS, the Sleep Number(r) New, Pillow, Tech-e, Green was delivered December 30, 2015 and left at the front door. Tracking # [redacted].
According to UPS, the Sleep Number(r) AirFit, CoolFit Foam, Classic, King was delivered January 26, 2016 and left on the porch. Tracking # [redacted].
On January 31, 2016, [redacted] was refunded back to Ms. [redacted]'s Visa for the cost of the Sleep Number(r) AirFit, CoolFit Foam, Classic, King as a token of our apologies.

Best regards,

CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told by several employees I would have both pillows by Christmas. I received both pillows after Christmas. To insure delivery before Christmas I paid for 2nd day air and still did not receive them nor any updates on my order. I received a credit on my Visa for $43 on 2/2/16. So once again Sleep Number lied because I did not receive a refund for the cost of the CoolFit pillow, which was $167.99 plus tax. As stated when I registered this complaint I want a refund for the full amount I paid on 12/15/15, which was $248.71.
Final Consumer Response /* (2000, 12, 2016/02/18) */

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, 10, 2015/05/28) */
May 28, 2015
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 one (1) Sleep Number(r) c-SE Special...

Edition Queen Mattress ($1,299.00), a Total Protection Mattress Pad ($197.99) and Home Delivery Service ($169.99) with a Sales Professional at one of our retail stores on May 20, 2013. Including tax, Ms. [redacted] paid a total of $1,786.74 for her purchase using a GE (now Synchrony) financing plan.
Ms. [redacted]'s warranty claims have been dubious and excessive. We have replaced:
11/06/13 - Remote
10/28/14 - Pump and Topper Pad
12/02/14 - Pump
12/11/14 - Air Chamber
02/12/15 - Pump and Air Chamber
On January 20, 2015, in an attempt to quell Ms. [redacted]'s concerns, we sent a technicians team to Ms. [redacted]'s home to inspect and troubleshoot her claim of a malfunctioning pump and the technicians reported, "Everything was fine, the pump deflated and inflated as it is supposed to." All of the new components and the technicians service visit were provided to Ms. [redacted] at no charge to her.
Ms. [redacted]'s complaint that the pump, "changes its settings on its own" is environmental and normal. You must always be lying down on your bed and in your sleeping position whenever you make an adjustment or take a reading, in order to get an accurate and consistent reading. Sleep Number considers a variance of 5-15 points to be completely normal. Most customers are not bothered by the chance of a slight change, since they don't even notice it, or can easily adjust the firmness back to their optimal comfort level. The following is some information to explain this normal fluctuation...
"Factors that can alter the digital number displayed are:
Significant change in temperature
Change in sleep position
Heat from an electric blanket or heated mattress pad
Barometric pressure (a severe storm can change the level significantly; just reset to your comfort level Sleep Number(r))
Change in weight on the bed (a small child or pet on the bed can change the number)
Change in altitude (for our RV and OTR customers)
Ms. [redacted]'s 100-Nights In-Home Trial expired on February 15, 2014. We will not accept a return of Ms. [redacted]'s c-SE Special Edition Queen Mattress for a refund or a partial refund. Sleep Number has done all we can do to make sure Ms. [redacted]'s mattress functions as intended and is free from defect. Since Ms. [redacted] is now in the pro-rated portion of her 25-Year Limited Warranty, she will be responsible for a percentage of the cost to replace any component going forward, as outlined in her Owner's Manual and on our web site.
Thank you for the opportunity to discuss this matter. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Administrator
Initial Consumer Rebuttal /* (3000, 12, 2015/05/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
if the amount I stated was not the amount I paid I apologize, that was my mistake. I thought I had paid more. The fact that they are saying this is normal and that the technician said the bed works it is only partially correct. The bed functions the way you tell it to at the time you set it but it changes all throughout the night, definitely more than 15 degrees as well. and the fact that I needed to expect any kind of environmental change at all was never disclosed to me. because the bed changes all throughout the night I end up waking up numerous times during the night just to put the bed back on the fixed setting. I don't care if they don't refund the cost of the bed, but I would at least like to be able to switch to a different model. it should not be that temperamental all because the weather outside is a little hotter or colder.
Final Business Response /* (4000, 14, 2015/06/02) */
June 2, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
We're sorry that Ms. [redacted] is unhappy with her c-SE Special Edition Queen Mattress and Modular Base set. Ms. [redacted]'s complaint that the bed, "changes all throughout the night" would require a significant change in one of the factors previously outlined.
Ms. [redacted] did have an opportunity to exchange to a different model or return her mattress and/or base for a refund within her 100-Nights In-Home Trial. Exchanging Ms. [redacted] to a different model would not change the fundamental air technology of the Sleep Number bed design. The operation and function of the air chamber and pump would be the same.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Administrator

May 17, 2016 Revdex.com of Minnesota and 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]. We...

sincerely apologize to Ms. [redacted] for the frustration she has experienced in regards to her refund.   We understand this was a tremendous inconvenience and appreciate her patience.  According to our records, Ms. [redacted] purchased an i8 FlexTop King Mattress, a FlexTop King FlexFit2 Adjustable Base and several bedding accessories on July 12, 2015.  The mattress and base were delivered via our Home Delivery Set-Up and Installation Team on September 4, 2015. Ms. [redacted] called our Customer Service Department on October 28, 2015 to initiate a return on the mattress as she was not comfortable.  Ms. [redacted] acknowledged that she understood that the adjustable base was a final sale item.  Ms. [redacted] questioned how the refund would be processed and our Customer Service Representative explained all refunds go back to the original form of payment.  Ms. [redacted] expressed her concerns as the Visa account used to purchase the bed had been closed.  Our representative explained that the financial institution would then send a check. She was fine with this answer.  By her own admission, Ms. [redacted] called our Customer Service Department several times and received the same answer when questioning her refund. Select Comfort credited the money back to the issuing bank, per protocol, and they now have the funds. She was advised to contact the issuing bank to have the credit balance sent back to her. While they may not be able to credit the closed account, they will get the credit balance to Ms. [redacted].  This is typically done via check.  We recommend she call the financial institution and request this of them.  Additionally, Ms. [redacted] can contact the Credit Bureau or the Banking Regulator in her state for information on how to recover her money from the institution that accepted the funds.  We’re sorry the mattress didn’t work out for her and wish her well.   Best regards,                              Customer Advocacy Escalation Consultant

I am rejecting this response because:
I do not believe this is from transpiration , the other pictures that were submitted to them were to show the above layers on top of the foam that have no spots showing on them . The foam in question lays on top of the air chambers which then has a pillowtop mattress cover that zips over top of it, there is also a memory foam add on toppers that is above that . So if the problem was with transpiration as they want to call it , this would also cause discoloration on all of the above layers , not just on the very bottom layer . And these spots would not continue to spread across the bottom of this foam , these spots are not a simple discoloration they are black even though the pictures don't show that clearly.

Initial Business Response /* (1000, 5, 2015/10/26) */
October 26, 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 resolved today on October 26, 2015, with mutual...

satisfaction. A check for $4,648.05 was mailed this morning to Ms. [redacted].
We sincerely 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, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/02/17) */
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 any delay she experienced in reaching out to our company regarding her warranty...

concerns.
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.
Ms. [redacted] has been given the air loss troubleshooting, and was told to call in after doing so. Once we hear back with the results, we will replace any part deemed defective under the terms of the warranty.
We understand that this was a tremendous inconvenience and appreciate her patience.
Best regards,
CS Correspondence Manager
Initial Consumer Rebuttal /* (3000, 7, 2016/02/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted sleep number many times over the course of the last month and a half and have followed all their troubleshooting and still have no resolution. The bed is still malfunctioning and I feel that no one at this company is backing up their product with so called 20 year warrantee. I feel this is false advertising.
Final Business Response /* (4000, 9, 2016/02/23) */
February 23, 2016
Revdex.com of Minnesota & North Dakota
RE: Ms. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow-up regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for any delay she experienced in reaching out to our company regarding her warranty and troubleshooting concerns.
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.
On 2/15/2016, Ms. [redacted] was given the troubleshooting steps for air loss and asked to call us after doing so. Ms. [redacted] filed her original complaint with the Revdex.com the same day. The instructions given were to cap off the air chamber to see if it would hold air while capped off. To date, Ms. [redacted] has not contacted our Customer Service Center with the results. We strongly recommend informing us of the troubleshooting results as soon as possible so we can move to resolution. Once we hear back with the results, we will replace any part deemed defective under the terms of the limited warranty.
We understand that this was a tremendous inconvenience and appreciate her patience.
Best regards,
CS Correspondence Manager

Initial Business Response /* (1000, 7, 2016/02/03) */
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 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. Mr. & Mrs. [redacted]'s Sleep Number(r) FlexTop Sleep Number(r) p5, Split King, Mattress and Stone, P/I/M Series and Modular Base, King were picked up on December 16, 2015. A check was settled and mailed to Mr. & Mrs. [redacted]. On January 25, 2016 Ms. [redacted] informed us she received her refund check in the mail.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 9, 2016/02/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While I find the length of time to resolve our issue unacceptable I am satisfied that we finally received the refund which was due.

Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted]. Mr. [redacted] worked with our Customer Advocacy Managers and they were able to move the pick-up of the bed to April 22, 2016.  A check for the full refund in the amount of $3610.47 was mailed to the address...

of record on April 23, 2016.  We’re sorry the bed did not work out for Mr. [redacted] and wish him well. Please contact me directly if you have any questions. Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2016/01/15) */
January 15, 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 any delays they experienced in...

reaching out to our company regarding their complete delivery. We understand that this was a tremendous inconvenience and appreciate their patience.
All components were delivered to Mr. & Mrs. [redacted] on December 10, 2015. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 6, 2015/09/14) */
September 14, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
Mr. [redacted] is in direct contact with our Case Manager. Mr. [redacted] has been offered...

and agreed to a generous exchange. We consider this complaint resolved with mutual satisfaction. We apologize to Mr. [redacted] for any inconvenience and hope that he enjoys his i8, once delivered.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 8, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been extremely happy with the help I have received however I still have not been contacted regarding delivery or, more importantly, reimbursement for repairs to my home..
Once this happens, and I receive my new bed, I will be completely satisfied.
Final Business Response /* (4000, 11, 2015/09/24) */
September 24, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
Mr. [redacted] was contacted via email on September 22, 2015, by our Field Supervisor in regards to his damage claim and we are confident that Mr. [redacted] will be pleased with the outcome.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

December 13, 2017   Revdex.com of Minnesota & North Dakota             RE:  Mr. [redacted]   Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding he...

complaint of our customer Mr. [redacted].   Mr. [redacted] purchased a Split King i8 Mattress with SleepIQ, a Split King FlexFit3 Adjustable Base and some accessories on November 24, 2017.  The mattress and base were delivered via our Home Delivery and Set Up Team on December 8, 2017.  Our technician phoned in that day to report the control box for the adjustable base was getting an error message they could not override causing the base not to articulate.  The part was then ordered shipping Second Day Air to Mr. [redacted]’s home.  We scheduled the install of the part for the soonest day available, December 14, 2020 and have set up an appointment to have our technicians out to the home to install.   Since submitting his complaint, Mr. [redacted] has been in touch with one of our Customer Advocacy Managers, the Digital/Social Team Lead.  The notes in the file state that while discouraged with the delivery experience and delay in getting back out to home, he was happy we were working with him.   We truly apologize for the experience. It is certainly not the norm.  Sleep Number strives to provide world class service and it’s obvious we fell short of that mark.  We are confident once the installation is complete the matter will be resolved and Mr. [redacted] will be enjoying all features of his new Sleep Number mattress and base.   Best regards, Customer Advocacy Escalation Consultant