Sleep Number Corporation

Final Consumer Response /* (2000, 6, 2016/02/12) */
February 12, 2016
I just received a call and a tracking number. My product is now in transit. I will update when package actually arrives.

I am rejecting this response because:Thank you Revdex.com. Without you in place I think Sleep Number would never attempt to treat me fairly. Unlike what's stated in their comments, I sent this email, with photos, to customer service on Aug 4th and never got any response:  [redacted] Aug 4 at 8:38 [email protected] bodymy name: [redacted]                [redacted]               Tampa Fl 33617[redacted]The right side caves in in the middle area.  2 AttachmentsView allDownload all20160803_211457.jpg20160803_211542.mp4

December 1, 2017   Revdex.com of Minnesota & North Dakota             RE:  Ms. [redacted]   Case #  [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding he...

complaint of our customer Ms. [redacted].   Ms. [redacted] purchased a FlexTop California King iLE Mattress with SleepIQ, a California King Modular Base, and some accessories on September 4, 2017.   As many of our customers, Ms. Moore did not qualify for enough financing to purchase the FlexFit Adjustable Base at this time, but she wanted to take advantage of the 50% off sale on the mattress and said she would purchase the adjustable base in the future.  The mattress and base were delivered via our Home Delivery and Set Up Team on September 26, 2017.      Ms. [redacted] called in to return the mattress and base on November 6, 2017.  Our representative gave her the return options and she opted to have our Home Delivery Team come out to pick it up.  The product was picked up on November 21, 2017 and we transmitted the funds to her financing account on November 22, 2017.   Sleep Number does not have a “Try it for Free for 100 Days” program.  We have a 100 Night In-Home Trial Period which is explained in the Terms and Conditions of Sale.  Additionally, in those terms, it is explained that the shipping costs, both delivery and return, are the responsibility of the customer.    We cannot honor Ms. [redacted]’s requests for the refund of the delivery fees.  We have an obligation of fairness to all our customers and cannot make her request an exception.  We’re sorry the mattress and base did not work out for her and wish her well.   Best regards, Customer Advocacy Escalation Consultant

I am rejecting this response because:
We have NOT received a check.  If sent, it was over 11 days ago.  We called them AFTER receiving this response from you, after FOUR attempts, we spoke to a Melissa and an Amy, both saying they supposedly sent our check out already to our physical address, when we TOLD them from the VERY beginning we have a P.O. BOX.  When talking to Amy, the last person we could get a hold of, she said she could inquire with the accounting dept as to what is going on..... What is the problem?!?!?  We have followed EVERYTHING we were supposed to do and have had this STAGNATED intentionally to NOT get a refund from something that we were NOT happy with.  We have done nothing wrong and were patient from the beginning.  We feel this is malicious intent to withhold our money.  We do Not understand how they do not track money and let us know what is going on. We were NOT called letting us know when check was sent and want to know why if sending a check that is this high an amount would not be sent to sign for or have tracking to know customer has received it.  It is just another way to prolong this when we followed the steps.  We respectfully ask that we have this sent to us expedited to our P.O BOX address we have told them. It has been over 20 phone calls, very long hold times when inquiring what is going on, not being helpful in any way at all when it came to contacting us for anything.  We please ask that this gets resolved without further problems.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is more than satisfactory to me. I called today and placed the order with no problems. Service was wonderful, as usual. Thank you.

I am rejecting this response because:  I deny all their allegations, I immediately called numerous times requesting assistance when the faulty bed went bad again and they either hung up on me or left me on hold for eternity. Next of all I nor my wife have received any calls from Select Comfort and what person would answer a telephone with Caller ID which I am blind and mine speaks to me, identifies himself/herself and states they are hanging up on somebody. They know that is a total lie. They never mentioned calling me until I cornered them with questions that they refuse to answer and I have not waited 4 years. To get something done. I just decided that after 4 years I was tired of getting jerked around which has not changed and the word is being put on the street about 2 big companies taking advantage of a blind man and they have no response to how they are addressing the issues at hand. THEY BROKE THE PRIVACY ACT and they have refused my questions as to whom released the information and I asked them where out of clear blue did they after notifying the NCOJ that they came up with March 29, 2016 and if you want to buy their story you go right ahead. In my defense if I was going to hang up on them, I would never identify myself and tell them that I am hanging up. I want my money back, I don't want them to fix the bed. I am blind and I spent money that I should have been guided on and they should have turned me over to the bank and told me why they were turning me over to the bank, they did not allow me an option of methods of payment, they did not disclose anything to me.  I have attached some documentation proving what liars they are and how they are running from the truth.

Initial Business Response /* (1000, 5, 2016/02/15) */
February 15, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
Our records indicate that Mr. & Mrs. [redacted] purchased a Sleep Number(r) FlexTop...

King i8 Mattress with SleepIQ, a FlexTop King FlexFit2 adjustable base, Home Delivery set up service, and some bedding items at one of our retail stores on December 26, 2015. Mr. & Mrs. [redacted] had received their mattress and adjustable base as of January 26, 2016.
Our Sales Professionals provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our products. It's a highly structured process. Our Exchange and Return Policy and 25-Year Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register and all sales literature related to our FlexFit product reflects its no-return policy. All policies, the terms and conditions of sale and the limited warranty are available to anyone interested and we invite all prospective customers to read them, ask questions and understand them before making a purchase.
The Sales Professional who assisted Mr. & Mrs. [redacted] went over the terms and conditions of sale in detail and Mr. & Mrs. [redacted] signed their Customer Order acknowledging their understanding of the terms and conditions. (copy available upon request) This included the Adjustable Bases Return/Exchange Policy:
"Adjustable Bases Return/Exchange Policy: 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 February 8, 2016 Mr. & Mrs. [redacted] did call customer service to inquire about returning their mattress and adjustable base during the 100-Night In-Home Trial period. Our agent explained the adjustable base was a final sale item. A return for their Sleep Number(r) FlexTop King i8 Mattress with SleepIQ mattress was set up for them.
On February 9, 2016 a Case Manager called Mr. & Mrs. [redacted] and explained the adjustable base was a non-returnable item and that other mattresses could be used on the adjustable base. The Case Manager offered to send a copy of their signed Customer Order, but Mr. & Mrs. [redacted] declined that offer.
Our records indicate that Mr. & Mrs. [redacted]'s Sleep Number(r) FlexTop King i8 Mattress with SleepIQ mattress is scheduled to be picked up February 18, 2016.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 8, 2016/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Put yourself in any consumer's shoes. It's advertised if you don't like it, you can return it for a full refund. You even confirm before signing the paperwork with the salesman, if we are not happy, we get our money back. The response is yes. So only now is it made crystal clear that the adjustable base, which makes the sleep comfort mattress operate in the tilting positions, IS NOT INCLUDED IN THE REFUND. If that was made clear, there would have been no trial. As for the process of initialing credit card application, I only wish I had an attorney with me to alert me to the scam. If I could stand at the entrance to the store & alert each person to not fall for their misrepresentation and fraud, believe me I would. I only hope that this does not happen to anyone else, but I'm afraid that it most likely will. I dare any representative from the Revdex.com to walk in and say you want to try the 30 day trial and just wait to see if they tell you about the no return of the adjustable base. Thank you for the time to respond their rebuttal. I sincerely appreciate your time.
Final Business Response /* (4000, 10, 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].
To reiterate, the Sales Professional who assisted Mr. & Mrs. [redacted] went over the terms and conditions of sale in detail and Mr. & Mrs. [redacted] signed their Customer Order acknowledging their understanding of the terms and conditions. (copy available upon request) This included the Adjustable Bases Return/Exchange Policy:
"Adjustable Bases Return/Exchange Policy: 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 February 8, 2016 Ms. [redacted] called in to return the mattress and adjustable base stating she did not like the split king. We offered to exchange to an eastern king but Ms. [redacted] declined and set up the return of the mattress.
On February 9, 2016 a Case Manager called Mr. & Mrs. [redacted] and explained the adjustable base was a non-returnable item and that other mattresses could be used on the adjustable base. The Case Manager offered to send a copy of their signed Customer Order, but Mr. & Mrs. [redacted] declined that offer.
On February 15, 2016 Ms. [redacted] called in to our Home Delivery Department and cancelled the trial return on the mattress. Should Ms. [redacted] wish to exchange from the split king to an eastern king, she has the ability to do so until May 5th, 2016.
Best regards,
CS Correspondence Manager

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

customer Ms. [redacted].   Ms. [redacted] purchased a p5 FlexTop California King Mattress and a FlexTop California King FlexTop2 Adjustable Base on July 16, 2017.  Both base and mattress were exchanged to straight California King and delivered on August 15, 2017.   Ms. [redacted] called our Customer Service Center on August 18, 2019 stating she was no comfortable in the bed, and questioned how to return.  Our representative explained the base was a final sale per the Terms and Conditions of Sale.  Ms. [redacted] called back on August 29, 2017 to set up the return of the mattress.  After hearing the return options, Ms. [redacted] opted to have our Home Delivery Team pick up the mattress, which they did on September 5, 2017.    In regards to her requested settlement, we were not notified there was an issue with the retainer bars until receiving this complaint.  We have since ordered a new set for her.  We cannot refund the pick-up fee as that is the fee for the return method she chose.  On September 7, 2017 Ms. [redacted] used her two referrals to purchase two pillows.  Our customers are aware of the components of the bed, how long our delivery lead times are, and that the adjustable base is a final sale item.  We consider this matter closed.   We’re sorry the mattress didn’t work out for Mr. [redacted] and wish her well.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 7, 2015/11/17) */
November 16, 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 Sleep Number(r) i8 King...

Mattress and Modular Base, one CoolFit Pillow and UPS Shipping at one of our retail stores on July 6, 2014. Mr. [redacted]'s order totaled $4,123.26.
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 for a HELPcard Standard Revolving financing plan on July 6, 2014 and financed $4,000.00. The balance of $123.26 was paid with a MasterCard. Mr. [redacted]'s bed was delivered on July 14, 2014.
Customers approved for HELPcard financing receive a "HELPcard Terms and Conditions" 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 days after delivery.
On August 8, 2014, Mr. [redacted] called customer service to complain about the terms and high interest rate he discovered when he received the "HELPcard Terms and Conditions and Cardholder Agreement" with his first billing statement. We learned that the store salesperson was unsure whether or not Mr. [redacted] was given a copy of his "HELPcard Terms and Conditions and Cardholder Agreement" at the point of sale, so Mr. [redacted] was advised that he could return his bed for a FULL refund.
On August 22, 2014, Mr. [redacted] called customer service to say that HELPcard would not lower his interest rate, so he wanted to return. The Customer Service Representative (CSR) suggested that under the circumstances, we could provide him with a pay type change to a "HELPcard 12 Months Payments/Deferred Interest" plan. The CSR told Mr. [redacted] that it would not change the interest rate and he would have to pay it off within the 12 months, but it would give him more time. Mr. [redacted] asked the CSR if he would receive the new HELPcard Terms and Conditions in the mail, and the CSR advised he would. Mr. [redacted] accepted and was also provided with a credit of $100 plus tax = $105.86, as a token of our apologies.
Sleep Number would have still accepted a return for refund of Mr. [redacted]'s bed set if he did not agree with the terms and conditions of his new "HELPcard 12 Months Payments/Deferred Interest" plan, soon after the change. It has been now over a year since Mr. [redacted] received the new plan.
It is apparent that Mr. [redacted] did not read his "HELPcard Terms and Conditions." He defaulted on his agreement with HELPcard and has been charged interest according to that agreement. These types of terms are commonplace in today's commerce.
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 effect Mr. [redacted]'s agreement with HELPcard. Mr. [redacted] can contact HELPcard directly at (877) 486-3442 with any questions.
Please contact me if you have any questions.
Best regards,
Legal Correspondence Analyst

February 7, 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 p5 Mattress with SleepIQ, a FlexTop King FlexFit1 Adjustable Base, Home Delivery and Set-Up Service, and some Bedding Collection items on November 25, 2016.  The bed was delivered on December 8, 2016.   Ms. [redacted] called our Customer Service Center (CSC) on February 1, 2017 wanting to exchange the bed because she liked the mattress, but did not like the split.  Our Customer Service Representative (CSR) was a newer CSR and stated she could not exchange the adjustable base as it was a final sale item.  In actuality there was no need to exchange the base, it only needed to be programmed to move the whole head as one versus two individual sides.   Ms. [redacted] did escalate to a supervisor because she was told we could not exchange the base for her.   Ms. [redacted] stated she couldn’t use a dual top adjustable base with a solid top mattress.  The supervisor explained that the base could be programmed to work with an Eastern King and there was no need to have to exchange the base.   He proceeded to process the exchange on the mattress and accessories and assured everything would work just fine.   Our supervisor applied the Medical Professional Discount to the new order and scheduled the delivery of the Eastern King Mattress for February 23, 2017.    We are sorry the original representative did not explain that the FlexTop Adjustable Base could be programmed to work with an Eastern King Mattress.  We will use Ms. [redacted]’s feedback as a training opportunity for our representatives so we can always provide the world class customer service we strive for.  Additionally, we apologize for the hold times.  We are coming off a great holiday sales event which is causing heavier than normal call volume.   We believe this matter to be resolved.       Best regards, Customer Advocacy Escalation Consultant

Final Consumer Response /* (2000, 12, 2015/10/07) */
I received a check for $158.38 on 10/05/15. Check number [redacted] from Select Comfort that was issued 10/01/15. Thank you Revdex.com for your assistance is reconciling this issue.

Final Consumer Response /* (2000, 5, 2015/12/11) */
Received chat 12/11/2015 from consumer:
Revdex.com CASE#: [redacted] Ticket ID: [redacted]
Yesterday
[redacted]
Message:
I received my purchase today. Case resolved
REQUESTED BY
[redacted]
[redacted]@gmail.com (change)

December 21, 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] states she purchased an i7 360 Smart Bed with a FlexFit2 Adjustable Base from a third party.  Our 25 Year Limited Warranty does not transfer from owner to owner.  Only the original purchaser has warranty coverage.     Regarding the SleepIQ technology our SleepIQ End User Agreement states:   No Transferring of the Services. If You donate, give, or sell Your Bed to another person or entity, or otherwise dispose of it, it is Your responsibility to immediately deactivate the Services and Your User Profile(s) and notify Us of that occurrence by calling Us at ###-###-####. Use of the Services or the System is non-transferrable to the new owner of the Bed. The new owner can still use the Bed as a premium-quality, adjustable firmness, air-supported mattress, but use of the Services or the System is not available to the new owner of Your Bed.  You are prohibited from using a second-hand Firmness Control System or any other hardware, except for a Firmness Control System directly purchased by You from Us or one of our authorized dealers, to access the Services, the System, or the Data generated by the SleepIQ Processor.   Due to the nature of the 360 Smart Beds, they are installed only by our technicians.  They are not a product that can be self-installed.  As such, we are requesting pictures of the boxes showing the original ship to address and tracking numbers be emailed to [email protected].    We cannot honor Ms. [redacted]’s request to use the SleepIQ technology with a bed that was purchased second-hand.   Best regards, Customer Advocacy Escalation Consultant

April 6, 2016 Revdex.com of Minnesota & North Dakota RE:  Mr. and Mrs. [redacted] Case # [redacted]        Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customers, Mr. and Mrs. [redacted] Our position remains the same.  To reiterate, Mr. [redacted] signed and initialed his itemized Customer Order.  The Customer Order lists the mattress and base as separate products not a “package deal” as stated in the complaint. Additionally, Mr. [redacted] signed the Customer Order AND initialed the following disclaimer: 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. The signed and initialed Terms and Conditions of Sale were emailed to the email address on the complaint as well as the email address on Mr. and Mrs. [redacted]’s customer file, per their request to provide proof of the signed documents. The FlexFit Adjustable Base does not have to be modified to use the retainer bar.  It’s actually manufactured for use with the retainer bar if not using a Sleep Number Mattress with it.  The holes are predrilled to insert the bar.  The warranty for the FlexFit Adjustable Base is held with the manufacturer, Leggett and Platt.  They are sold for use with many different brands of mattresses.  Mr. and Mrs. [redacted] can reach out to them directly at ###-###-#### with any warranty related questions. Sleep Number has an obligation of fairness to maintain for all of our customers and we cannot make Mr. and Mrs. [redacted] an exception to this obligation. Best regards, CS Correspondence Manager

April 13, 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 i8 Mattress with SleepIQ, a King FlexTop2 Adjustable Base, and a King Total Protection Mattress Pad on December 31, 2016.  The bed was delivered to Mr. [redacted]’s home on January 6, 2017.   Mr. [redacted] called our Customer Service Center on April 5, 2017 to set up a return.  He said he liked Memory Foam better.  Our Customer Service Representative told him to go to the store and try our Memory Foam bed, the m7, and we could set up an exchange.  Mr. [redacted] called back later that day wanting to return.  He did not like the m7.  Mr. [redacted] escalated over the base being a final sale item.  Although Mr. [redacted] signed his Terms and Conditions of Sale, which clearly state the adjustable base is a final sale, an exception was made to take the return with a restock fee.   We have made a very generous exception to allow for the return of the Adjustable Base and cannot honor Mr. [redacted]’s request to return the base without the restock fee.  We will be picking up mattress and base April14, 2017.  We’re sorry the bed did not work out for him and wish him well.   Best regards, Customer Advocacy Escalation Consultant

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 affected her order. We understand that this was a tremendous inconvenience and appreciate her patience.
According to our records on October 20, 2015 Ms. [redacted] purchased one each Coolfit Pillow, Contour, 5", Std and Pillow, InBalance, Contour, Standard. On January 16, 2016 an exception to our exchange policy was made and Ms. [redacted] exchanged her pillows to one each Pillow, InBalance, Classic, Standard and Pillow, InBalance, Gusset, Standard.
On February 1, 2016 a final exception was made and Ms. [redacted] elected to return her pillows instead of accepting the offer of one final exchange on the pillows. A Trial Return was set up and we will refund the full purchase price of the pillows once they have been returned to us. Prepaid return UPS shipping labels were emailed to Ms. [redacted] to return the pillows.

Best regards,

CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Acceptable deal

Initial Business Response /* (1000, 13, 2016/01/26) */
January 26, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she experienced in reaching...

out to our company regarding her order for $8,273.40. We understand that this was a tremendous inconvenience. Ms. [redacted] elected to cancel her order. Her MasterCard was credited back $7,730.47 on December 30, 2015, and $451.17 on January 19, 2016, and the balance of $91.76 will be mailed tomorrow by check. We regret that we have lost Ms. [redacted]'s business due to our computer conversion and wish her well.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 15, 2016/02/04) */

Initial Business Response /* (1000, 8, 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. & Mrs. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they have...

experienced in reaching out to our company regarding their warranty issue. We understand that this has been a tremendous inconvenience and appreciate their patience. As a token of our apologies, we will ship a new Cover to them at no charge as a ONE-TIME exception to their 25-Year Limited Warranty. Their order will be delivered via UPS within the next 4-6 weeks.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On Dec,23,2015 I received an e-mail from Sleep Number
indicating to me that a " Bed Cover" in an attempt to
resolve the issue of the Sagging bed . As of to-day ,
Dec.29 I have received nothing.If and When I receive
the item I will arrange for it to be installed and
then I will try to evaluate if it is going to resolve
my problem. This will take some time and obviously I
will not be able to meet the 'Dead Line' of January 2 ,2016 and I kindly request that you reasonably extend that time.
I still feel that Sleep Number should abide by their warranty to me for 20 years with the first Two ( 2 ) years at ( No Cost to Repair or Replace ). I Reject their statement to you (as a One-Time)
exception. I feel they are under the Obligation to
resolve the problem Completely.
Thank You,
[redacted],M.D
[redacted]
Richmond,VA,23229
Case # [redacted]

Initial Business Response /* (1000, 8, 2016/01/11) */
January 11, 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 customer service. This is not our normal mode of operation. We recently implemented a complete computer systems conversion, which affected his order.
Mr. [redacted] canceled his bed order and refused UPS delivery of the bedding products shipped. We have credited all but $370.97 back to his Visa, which will settle tonight at midnight. Total credits will have been: $3,432.47, $510.96 and now the $370.97 = $4,314.40. Mr. [redacted] will receive a return shipping label via U.S. Mail that he should disregard.
Again, we are sorry for the delays and regret that we have lost Mr. [redacted]'s business due to our computer conversion.

Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2016/01/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

March 30, 2016 Revdex.com of Minnesota & North Dakota RE:  Mr. and Mrs. [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customers, Mr. and Mrs. [redacted]. Our records indicate that Mr. and Mrs. [redacted]...

purchased a Total Protection Mattress Pad, King c4 Mattress, and a King FlexFit1 Adjustable Base on January 30, 2016. The bed was delivered on February 27, 2016. Mrs. [redacted] called our Customer Service Department on March 28, 2016.  Her situation was discussed and she agreed to the resolution we presented. We consider this case closed. Best regards, CS Correspondence Manager