Sleep Number Corporation

Initial Business Response /* (1000, 8, 2016/01/27) */
January 27, 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. & Mrs. [redacted] 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 delayed their order. Mr. & Mrs. [redacted]'s Sleep Number(r) Split Cal King i10 with Split Cal King FlexFit2, Stone, 2Remotes were delivered on January 21, 2016. We understand that this was a tremendous inconvenience and appreciate their patience. We appeased their American Express on December 31, 2015 as a token of our apologies. We hope this helps ease some of his frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 10, 2016/02/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response does not address the fact that I had no response from anyone at Sleepnumber, except the home delivery teaam, who knew nothing except what they were told by 'Corporate'. Call to their customer advocates were unanswered. Contacting Revdex.com was a last resort on my part.

Initial Business Response /* (1000, 8, 2016/01/27) */
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 cancellation. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted] elected to cancel their order so their American express was refunded $[redacted] on November 19, 2015. $[redacted] will settle with their VISA within 7 business days. We regret that we have lost Mr. & Mrs. [redacted]'s business due to our computer conversion.
Best regards,
CS Correspondence Specialist

September 6, 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 an i10 FlexTop King 360 Smart Mattress and a FlexFit2 360 Smart Adjustable Base on May 21, 2017.  The mattress and base were delivered on June 20, 2017.  The tech called in at delivery as there were issues with the bed working through the phone application.  This was resolved once the unit was plugged directly into the wall outlet versus a surge protector.   On June 21, 2017 there is notation that the application crashed.  Mr. [redacted] emailed in and was advised to call our Customer Service Center.  The next contact was on August 30, 2017 when Mr. [redacted] called in wanting to return the bed. He was advised the base was a final sale.   We cannot honor Mr. [redacted]’s request for a full return as he signed off on his Terms and Conditions of Sale agreeing to the terms that the 360 Smart Base is a final sale.  Mr. [redacted] can return his mattress within his 100 Night In-Home Trial if he would like.  We will continue to support Mr. [redacted] under his 25 Year Limited Warranty and urge him to contact our Innovation Team for any troubleshooting questions he have about his 360 Smart Base.    Best regards, Customer Advocacy Escalation Consultant

July 26, 2016     RE:       Mr.  [redacted] Case #  [redacted]       Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Ms.[redacted].   According to our records, Mr. [redacted]...

purchased a Split King m7 Mattress, a Split King FlexFit2 Adjustable Base, 2 InBalance Layers, 2 Total Protection Mattress Pads and Home Delivery Install and Set-up on June 4, 2016. The bed was delivered on June 18, 2016.  The order total was $7459.15 and paid for using Synchrony Financing.  Mr. [redacted] was not approved for the full amount, so Mrs. [redacted] opened an account for the remainder. We have the signed and initialed paperwork that states the adjustable base is a final sale (copy available per request).  This paperwork has also been sent to Mr. [redacted] per his request.   June 20, 2016 we reached out to Mr. [redacted] to discuss his experience per the request of the store. Mr. [redacted] said he assumed the Silhouette surround came with the base, and it does not. We explained we could place an order for the surround. He explained he shouldn’t be penalized for not knowing it did not come with the adjustable base and should get it for free.   In the spirit of good customer service, we offered a substantial discount on the surround and Mr. [redacted] declined the offer wanting it for free.  Our Customer Service Representative (CSR) spoke with her manager and got an even larger discount for him.  Mr. [redacted] stated that was more than reasonable but wanted to discuss with his wife and call us back.  Our CSR noted the file with the offer.   June 20, 2016 Mr. [redacted] called back and asked for free InBalance sheets on top of the discount on the surround.  Our CSR checked with a manager and his request was denied. Mr. [redacted] asked our CSR to hold on for a moment and came back to line and asked how the surround would be billed.  Mr. [redacted] was told he could finance if he had enough on his account.  When Mr. [redacted] asked our CSR to check what his available balance we explained we cannot see his balance he would need to reach out to Synchrony for that information.  Mr. [redacted] said he would call back.   July 15, 2016 called back called back to discuss experience and said he said he wanted to be done with Sleep Number and was transferred to our returns department. Mr. [redacted] stated he was sold something and thought he was getting another.  Mr. [redacted] claims he said he wanted it exactly as it sits on the floor.  Then they discussed not being told surround was an additional piece. He explained that they offered a discount but he was not going to do that.  Mr. [redacted] got very upset that he received two separate accounts stating that he would have to pay twice the interest because he had two accounts.  Mr. [redacted] then became very upset about not getting the surround, stressing he didn’t know the adjustable base didn’t come without it.  She offered to send a Smart Skirt at no cost and Mr. [redacted] asked for her supervisor.  The supervisor listened to his complaints and reminded him that he likes the bed.  He got argumentative and wanted only to return.  The manager reiterated our prior offers to get him the surround he wanted.  Ultimately, we offered to make the exception to take a return on the non-returnable adjustable base with a restock fee. He wanted to talk to his wife and said he would call us back.   We made several generous offers so he could have the bed as he saw it in the store.  Sadly, Mr. [redacted] called back and accepted the offer to return and his bed is scheduled to be picked up August 3, 2016. We’re sorry we’ve disappointed Mr. [redacted] and wish him well.               Best regards, Customer Advocacy Escalation Consultant

February 1, 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].   Our records indicate that Mr. [redacted] purchased a King i8 Mattress with SleepIQ, a King FlexFit2 Adjustable Base, Home Delivery and Set-Up Service, a Total Protection Mattress Pad and three pillows on October 15, 2016.   The accessories were received in store and the bed was delivered via our Home Delivery Team on October 26, 2016.   The Sales Professional who assisted Mr. [redacted] went over the Terms and Conditions of Sale in detail and the Customer Order is signed (copy available upon request) as well as initialed at the following disclaimer regarding Adjustable Bases:   Adjustable Bases (FlexFit1, FlexFit2 and FlexFit3:  Due to their unique handling and delivery requirements, all adjustable bases are excluded from any In-Home Trial Policy and are not returnable or exchangeable.  All sales of FlexFit adjustable bases are final.   Mr. [redacted] called our Customer Service Center (CSC) on December 10, 2016 wanting to return the bed due to it not being what he expected.  Our Customer Service Representative (CSR) inquired as to the reason to return and tried to assist with comfort solutions but Mr. [redacted] declined.  Our CSR then went over all the return options and Mr. [redacted] chose to have our Home Delivery Team come out and pick up the bed.  Our CSR explained that the adjustable base was a final sale.  Mr. [redacted] said he would have to figure this out and call us back, but before ending the call he asked about the comfort solutions.  Our CSR explained the different options available and Mr. [redacted] said he would call back.   On January 23, 2017 Mr. [redacted] called our CSC and stated that he wanted to return his bed and that he was previously told he could not return the adjustable base.  He explained that wasn’t going to work for him and requested to speak with someone higher up the ladder.  Mr. [redacted] was transferred to a supervisor who placed Mr. [redacted] on hold and called out to the store where Mr. [redacted] purchased his bed and inquired about the Terms and Conditions of Sale.  The Sales Professional confirmed the paperwork was signed and initialed at the disclaimer that states the adjustable base is a final sale.  The call was dropped and the supervisor called Mr. [redacted] back.  The supervisor explained that we confirmed the paperwork was signed acknowledging that Mr. [redacted] read and agreed to the Terms and Conditions of Sale and initialed at the disclaimer and as such we could not take a return on the adjustable base.  Mr. [redacted] accused our supervisor of being unwilling to help and at 3 minutes and 30 seconds into the call Mr. [redacted] said our Sales Professional had him sign some “stuff” but he didn’t read it.  Mr. [redacted] again requested someone higher and due to wait times our supervisor submitted a callback form to have a Case Manager reach out to Mr. [redacted].   Later that day one of our Case Managers called out to the phone number on Mr. [redacted]’s file (the phone number in Mr. [redacted]’s account is different from the phone number on the complaint) and left a voicemail explaining that since we have the signed and initialed paperwork we are unable to take a return on the adjustable base.  In his voicemail he left the phone number to contact the team directly should Mr. [redacted] have questions or concerns.  We’ve not heard back from Mr. [redacted] since.   We cannot honor Mr. [redacted]’s request for a full refund.  The documents are signed and initialed that he agreed to the Terms and Conditions of Sale.  Due to Mr. [redacted]’s delivery date of October 26, 2016 his 100 Night In-Home Trial ends on February 3, 2017 and he would need to contact us by then to set up a return on his i8 mattress if he still wishes to return.       Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 6, 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. 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) FlexTop King x12 was delivered January 27, 2016. We have appeased [redacted] Ms. [redacted]'s HelpCard Financing account and [redacted] her Visa. We have also sent her [redacted]as a token of our apologies. We hope this helps ease some of her frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 8, 2016/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted my HelpCard Financing account and was informed there was no recent credits or adjustments showing, but I would like for Select Comfort to forward me everything in writing stating what exactly they are stating in their response showing me the exact credits and adjustments amounts to my HelpCard Financing account and the Visa account they are referring to....then I would gladly close this complaint or they can even call me at 219-525-4042 if that would make the process faster...Thanks
Final Business Response /* (4000, 15, 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 regarding the credits to her HelpCard and Visa accounts. Our accounting department has verified all credits settled with her HelpCard and Visa on December 18, 2015. She would have seen the credits on her accounts by December 28, 2015.
In Ms. [redacted]'s Revdex.com complaint she stated as of February 12, 2016 she had, "no recent credits or adjustments." We suggest Ms. [redacted] review her account statements since December 2015 as all refunds and credits have settled with their respective accounts. We hope this helps ease some of her frustration.
Best regards,
CS Correspondence Specialist
Final Consumer Response /* (2000, 21, 2016/02/18) */
I apologize for overlooking the fact that I DO see the credits they are referring to....I mistakingly thought they were talking about another recent credit. I want to sincerely thank the Revdex.com for working so hard on my behalf and promptly assisting me with this matter...YOU GUYS ROCK!!!!! Case closed..thanks again.

Initial Business Response /* (1000, 5, 2016/03/12) */
March 12, 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 sincerely apologize to Ms. [redacted] for the frustration she has...

experienced in regards to her recent Sleep Number purchase.
According to our records, Ms. [redacted] purchased an i8 Queen Mattress and a Queen FlexFit+ Adjustable Base. This was delivered by our Home Delivery Team on September 3, 2011.
On May 16, 2014 Ms. [redacted] called our Customer Service Department stating mattress did not feel as firm as it had before. Ms. [redacted] was asked to check the topper pad and was emailed the troubleshooting instructions. She was also given a price quote of what the replacement cost would be under the terms of her 20 Year Limited Warranty. She never called back to place the order.
Ms. [redacted] purchased a Queen c2 Mattress only on February 7, 2016 on SleepNumber.com. This bed was delivered on March 1, 2016 by our Home Delivery Team.
On March 7, 2016 Ms. [redacted] called our Customer Service Department and stated that the i8 had the air chambers installed upside down and the hoses stapled to the air chamber. We do not bring tools to install our beds as they aren't necessary, and we certainly wouldn't staple an air mattress. Ms. [redacted] asked us to cover the cost of her new bed due to the "faulty" installation. Ms. [redacted] was advised of the other options she had in regards to the i8 bed and got angry and requested a supervisor. The supervisor ended the call with Ms. [redacted] after she told her to "go f_ _k yourself." All calls in and out of our Call Center are recorded for quality assurance.

The choice to purchase the new mattress was entirely hers. She was aware, back in 2014, that we could fix the bed for her. She did not contact us about any issues since 2014, rather just bought a new mattress. Ms. [redacted] could have refused the new mattress and we still could have fixed the old mattress. She chose to keep it.
We will not be able to accommodate Ms. [redacted]'s request give her the new mattress free of charge.

Best regards,
CS Correspondence Manager
Initial Consumer Rebuttal /* (3000, 7, 2016/03/15) */
FIRST OF ALL, I DID USE BAD LANGUAGE TO THE SUPERVISOR WHEN I ASKED IF THE RECENT INSTALLERS COULD BE ASKED HOW THEY FOUND THE INCORRECT INSTALLATION IN MY HOME. HER RESPONSE WAS "WELL, I WON'T BE DOING THAT!" ALSO, THIS WAS AFTER SPENDING OVER 3 HOURS ON HOLD LISTENING TO SLEEP NUMBER COMMERCIALS. WHEN ANYONE CALLS SLEEP NUMBER CUSTOMER SERVICE THAT IS WHAT CONSUMERS HAVE TO ENDURE. THESE COMMERCIALS REPLAY 7 OR 8 TIMES OR MORE BEFORE YOU CAN SPEAK TO ANYONE. I WAS DISCONNECTED, HUNG UP ON WHEN I ASKED TO SPEAK TO A SUPERVISOR ALL ON THE SAME DAY.
ON AUGUST 25,2011, I PAID SLEEP NUMBER OVER $5,000. THE MATTRESS THAT WAS INSTALLED INCORRECTLY COST $2200. I ALSO PAID FOR THE INSTALLATION OF THE MATTRESS BY SLEEP NUMBER PERSONNEL. I REMEMBER THE INSTALLERS TALKING ABOUT BEING UNSURE ON HOW TO INSTALL THE MATTRESS, WHICH I OVERHEARD AND ASKED ABOUT IMMEDIATELY. THE INSTALLERS FROM SLEEP NUMBER ASSURED ME THAT EVERYTHING WAS FINE. THEY CAME IN WITH LARGE BAGS OF TOOLS, ETC TO DO THE INSTALLATION. IN FACT, THE INSTALLERS WHO CAME ON THURSDAY, MARCH 1,2016 CARRIED A LARGE BAG OF TOOLS, ALSO. THE NEW INSTALLERS WERE THE ONES WHO SHOWED ME HOW THE MATTRESS WAS INSTALLED UPSIDE DOWN. ON THE SIDE FACING UP ON MY MATTRESS IT SAID "THIS SIDE DOWN." THEY ALSO SHOWED ME THE OXYGEN TUBES WHICH WERE STAPLED TO THE FRAME. I WISH THAT THEY HADN'T DONE THAT BECAUSE NOW I HAVE TREMENDOUS BACK PAIN FROM THE MATTRESS FALLLING APART ON ME. I HAVE SPINAL STENOSIS AND I JUST HAD AN MRI TO EVALUATE THE NEW DAMAGE THAT I MAY HAVE TO MY SPINE FOR SLEEPING ON THEIR INCORRECTLY INSTALLED MATTRESS. THEY ASSUME NO RESPONSIBILITY WHEN THE INSTALLERS WERE
HIRED BY SLEEP NUMBER. ANYTIME, I CALLED SLEEP NUMBER, THEY GAVE ME SUGGESTIONS OF HOW TO MAKE THE MATTRESS MORE FIRM. THEIR SUGGESTIONS COULD NEVER OVERCOME AN INCORRECT INSTALLATION. I DID NOT ABOUT THE INCORRECT INSTALLATION UNTIL MARCH 1, 2016 WHEN THE NEW INSTALLERS SHOWED ME. AT SLEEP NUMBER, THEY HAVE A PHILOSOPHY WHERE THEY BLAME THE CUSTOMER. INSTEAD OF APOLOGIZING AND OFFERING TO PAY $864 FOR THE NEW MATTRESS, THEIR STAFF KEPT SAYING "YOU SHOULD HAVE REACHED OUT TO US SOONER." WHAT GOOD WOULD THAT HAVE DONE? THEIR SUGGESTIONS DIDN'T CORRECT AN INCORRECT INSTALLATION. PRIOR TO THIS, I HAD NEVER OWNED A SLEEP NUMBER BED AND DID NOT KNOW HOW THEY WORKED. SLEEP NUMBER EXPECTED ME TO UNDERSTAND THE BED AS IF I WAS AN INSTALLER. I TAUGHT SPECIAL NEEDS CHILDREN FOR ALMOST 40 YEARS, WE WEREN''T TAUGHT TO INSTALL A SLEEP NUMBER MATTRESS. I AM RETIRED AND MY ADULT AUTISTIC SON LIVES WITH ME AND LIVES ON SSI. DO YOU REALLY THINK THAT I CAN AFFORD OVER $3,000 FOR SLEEP NUMBER'S SHODDY BUSINESS PRACTICES??
Final Business Response /* (4000, 9, 2016/03/17) */
March 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].
To reiterate, Ms. [redacted] purchased an i8 Queen Mattress and a Queen FlexFit+ Adjustable Base. This was delivered by our Home Delivery Team on September 3, 2011.
On May 16, 2014 Ms. [redacted] called our Customer Service Department stating mattress did not feel as firm as it had before. Ms. [redacted] was asked to check the topper pad and was emailed the troubleshooting instructions. She was also given a price quote of what the replacement cost would be under the terms of her 20 Year Limited Warranty. Ms. [redacted] never called back after opening the mattress to do the troubleshooting. Ms. [redacted] did not call in with questions about her Limited Warranty. Ms. [redacted] did not call in with comfort questions. Ms. [redacted] took it upon herself to buy a new mattress online on February 7, 2016 instead of giving us the opportunity to assist. Our Customer Service Department is available to answer any and all questions. The troubleshooting is something we can and do walk our customers through over the telephone.
The choice to purchase the new mattress was entirely hers. Ms. [redacted] was aware, back in 2014, that we could fix the bed for her. She has not contacted our Customer Service Department in regards to comfort since 2014, rather just bought a new mattress. Ms. [redacted] could have refused the new mattress and we still could have fixed the old mattress. She chose to keep it.
Ms. [redacted] recently called in to return a recent order of sheets stating she could not afford them. Per our return 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. You must provide proof-of-purchase".
Again, we will not be able to accommodate Ms. [redacted]'s request give her the new mattress free of charge or take a return on her sheets. We encourage Ms. [redacted] to reach out to our Customer Service Department at [redacted] should she have any questions or concerns regarding her new Sleep Number purchases.

Best regards,
CS Correspondence Manager

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, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he experienced in reaching...

out to our company regarding his order. We understand that this has been a tremendous inconvenience and regret that we have lost his business due to our company-wide computer conversion. Mr. [redacted] canceled his order on November 24, 2015 and was never charged for the bed.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2015/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2015/07/10) */
July 10, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to outline our perspective regarding the complaint of our customer, Ms. [redacted].
Our records indicate that Ms. [redacted] purchased one Sleep Number(r) p5...

Queen (dual with Sleep IQ) Mattress, FlexFit 2 Queen Adjustable Base, a Total Protection Mattress Pad, a PlushFit Pillow and Home Delivery & Set-up Service at one of our retail stores on February 28, 2015. Ms. [redacted]'s bed was paid for using a Synchrony Bank financed plan and was delivered on March 11, 2015. We apologize for any confusion regarding Ms. [redacted]'s purchase.
I will address each of Ms. [redacted]'s issues:
The customer who referred Ms. [redacted] has been mailed a $100 Inner Circle Certificate.
Ms. [redacted]'s Synchrony account was credited for the $50 Sleep Number Savings card; $50.00 + tax = $53.82 on June 3, 2015.
The dual pump operates each side separately and it does not matter whether it is attached to one air chamber or two air chambers - the air flow is not affected or slowed. We replaced her dual air chambers with one single air chamber at no charge.
Ms. [redacted]'s Synchrony account was credited for the Sleep IQ; $300.00 + tax = $322.94 on March 17, 2015.
Ms. [redacted]'s Sleep Number Credit Card (issued by Synchrony Bank) is accepted only at Sleep Number and is not accepted by other retailers.
Ms. [redacted] is unclear regarding wear on her "bed topper" and about unused items that cannot be returned. Ms. [redacted] is scheduled for our Home Delivery team to inspect her bed tomorrow and we have agreed to replace any component deemed necessary by our team. We value Ms. [redacted]'s business and are making every effort to help her sleep comfortably.
Please feel free to contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 8, 2015/07/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To date, all the steps taken by the business have been to remedy their own misrepresentations. Also, the business's response includes information which conflicts with that given to me by customer service and by delivery personnel. "Innercircle certificate" has still not been received. The business has taken no steps to remedy remaining issues, but has merely outlined (the insufficient) steps already demanded by customer. The "visit" from the home delivery team consisted of the team looking at the bed and stating "there's nothing you'll be able to do about this." Was helpful to hear from the "team," however, about many other customer complaints about similar product issues, that have also yielded zero resolution from the business.
Final Business Response /* (4000, 10, 2015/07/22) */
July 22, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
The person who referred Ms. [redacted] to Sleep Number is welcome to call us for the valid InnerCircle Certificate number - the Certificate is valid until 6/2/16.
If Ms. [redacted] has any other concerns we can address, we encourage her to call us directly at [redacted], to discuss.
Please feel free to contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

I am rejecting this response because:The bed was not this way when delivered.  It has gotten worse over time.  This is not a slight separation, it is to the point of being off one side of the bed at the top.  If this were normal then both sides would seemingly be separating.What I really find odd is that they "warranty" the product, yet they do not have anyone that is available to "service" the product they warranty.  You would think that when someone spends $6K on a bed, they would send someone to look at the bed instead of trying to diagnose via phone/email.  They had no issues sending someone off site to a local show to "sell" the bed to me.I operate a large home service company and could never get away with treating clients this way.

I am rejecting this response because: The way the company operates is unethical. They are too quick to charge the customer and add fees, but when it comes to respecting their end of the bargain, they don't. I was told that once the mattress arrived at their warehouse they would process the return within 5 days as the mattress is placed back in stock. Shockingly enough, they received the UPS package on 10/04, so I called today, 12 days later, and the return had not been approved yet. I was informed it was done as I placed the call, but now I have to wait another 7 to 10 business days for it to be fully processed and then depending on my bank's policy, credited to my account. So, not only I am stuck paying shipping and return fees, but also interest on my credit card if I don't pay it in full in the next couple of days, only because of their lack of due-diligence. How is that fair? This is not the way business is supposed to be conducted. I followed their rules to make the return and was forced to wait 30 days for them to even allow me to return the mattress, even though I knew, way before, that the mattress was garbage, but they can take 12 days to approve the refund, instead of the 5 days I was promised, and not be held accountable? This is just wrong and poor management on their part.

January 13, 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 customer, Mr. [redacted].  ...

  Mr. [redacted] purchased a Queen Dual c4, A Queen FlexFit2 Adjustable Base and some accessories on December 30, 2017.   When the mattress and base were delivered on January 3, 2018 he discovered the queen was not a split top mattress.  With our technicians in his home, he called our Customer Service Center to ask what we would do for him.  He wanted a split top mattress.  Mr. [redacted] was told we do not manufacture Split Queen products and was given the option to exchange to a FlexTop or Split King and pay the difference or refuse the delivery of the queen.  He asked for compensation because he could not independently move the head of the bed.  He proceeded to tell our manager that the mattress was not what he was expecting, but did not refuse delivery of the queen mattress and base.   Per the signed Terms and Conditions of Sale (copy available upon request), the adjustable base is a final sale.  We do not process returns or exchanges on them.  However, we did make the exception in this case to allow Mr. [redacted] to exchange to a Split king or a FlexTop King.  He declined the offer.    We cannot honor Mr. [redacted]’s request for a return on the adjustable base.  If the products purchased and delivered were not what he was expecting, he had the option to refuse the delivery.  We hope that Mr. [redacted] is enjoying the comfort of his Sleep Number mattress and adjustable base. If he wishes to return the mattress, he has until April 13, 2018 to return if that is the direction he wishes to go.   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, 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 bed.
Mr. [redacted]'s p5 Queen Mattress and Modular Base is scheduled to be delivered on December 19, 2015. We understand that this has been a tremendous inconvenience and truly appreciate his patience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This does not address the extra fees I discussed in the complaint. This only re-states what I already provided.
Final Business Response /* (4000, 15, 2016/01/06) */
January 5, 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 delay in the delivery of his bed. Mr. [redacted] and I discussed his concerns by phone today. As a token of our apologies, we have refunded Mr. [redacted] the Home Delivery & Set-up fee ($179.99 + tax = $190.79) to his Synchrony account.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 20, 2015/09/29) */
September 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 a Sleep Number(r) i8 Split King...

Mattress (with SleepIQ), a Split King FlexFitTM 2 Adjustable Base, a Total Protection Mattress Pad, a Lyocell Sheets set, several pillows and Home Delivery Service at one of our retail stores on January 5, 2015. Mr. [redacted]'s order was paid using Synchrony Bank financing. Mr. [redacted]'s mattress and adjustable base were delivered on January 22, 2015 and the bedding products were shipped via UPS.
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. & Mr. [redacted] contends that he went over the terms and conditions of sale in detail and that Mr. [redacted] signed his Customer Order (copy available upon request) as well as initialed all of the respective disclaimers relative to his purchase including 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."
Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 Adjustable Bases. Mr. & Mrs. [redacted]'s 100-Night In-Home Trial has expired. However, they have had several issues of concern. I spoke to Mr. [redacted] today and offered to take a return for refund on their mattress and provided them with 30 days to decide. We're sorry, we cannot accommodate Mr. & Mr. [redacted]'s request for authorization to return their Split King FlexFitTM 2 Adjustable Base.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 22, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Case ID [redacted]
We have heard from the Select Comfort Corporation....However...they have offered to refund the money for the bed minus a $179.00 pick up fee...They still refuse to take the frame back... They will send $4100.00 to Synchrony Bank which will then take the $1800.00 out that we still owe...we will be receiving a little over $2000.00 back... The way I see it is that we are still going to be paying $6,000.00 for an adjustable frame and some pillows and mattress covers... I'm still not satisfied with the amount of money we will be getting... I have asked for a copy of the contract we signed. He had us initial what was going to be delivered by UPS...(the bedding)... He did not tell us about the frame being non-returnable...also he didn't give us a copy of the signed contract...he only printed a copy of the unsigned contract and stapled it together and put it in our packet...so please don't consider this matter closed yet.....They still haven't contacted us about when they are picking it up...and I still don't think we should have to pay a "pick-up" fee! They said we could ship it to them and they would send prepaid labels for UPS..but they would be $30 each and I would need at least 3..maybe 4.. And they would deduct it from our refund....still not satisfied.... I want the whole thing returned....The bedding I will not complain about...although it's totally of no use once bed is gone...$6,000.00 is still a big loss....let's say $5,000.00 since I know they won't take bed clothing back... Please advise...I am so disappointed in these people! We thought we were dealing with an honest company.
Thank you so much for your help,
[redacted]
Sent from my iPad
Final Business Response /* (4000, 26, 2015/10/20) */
October 20, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
I spoke to Mr. [redacted] and he accepted our offer to take a return for refund on their mattress, which is scheduled for pick-up tomorrow. We're sorry, we cannot accommodate Mr. & Mr. [redacted]'s request for authorization to return their Split King FlexFitTM 2 Adjustable Base.
Best regards,
Legal Correspondence Analyst

February 19, 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 apologize for the lack of response from Ms. [redacted]’* contact.  The representative was out of the office unexpectedly due to illness.  Once back in the office, she did reach out to Ms. [redacted] and let her know she placed the order for her. Unfortunately, there was an error on the order. An exchange was processed to get the correct product out and Ms. [redacted] has been notified of this as well.  Once received, we believe this matter to be closed.    Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 10, 2015/11/30) */
November 30, 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 customer service and for the delay in the receipt of her refund. We mailed Ms. [redacted] a check refund for $3,332.49 on November 26, 2015.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 12, 2015/12/01) */

Initial Business Response /* (1000, 11, 2016/01/22) */
January 22, 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 delivery. Their warranty parts have been delivered. We understand that this was a tremendous inconvenience and appreciate their patience. We did apply an appeasement in the form of a check as a token of our apologies.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 13, 2016/01/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 11, 2016/01/20) */
January 19, 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 and shipment. Mr. [redacted]'s bed was delivered on December 27, 2015. We understand that this was a tremendous inconvenience and appreciate his patience.
Best regards,
Legal Correspondence Analyst

June 15, 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, Ms. [redacted].  ...

Mr. [redacted]’s complaint is currently under investigation.  We will update the customer directly on the status once the investigation is complete.  We anticipate that to be within the next week.   Best regards, Customer Advocacy Escalation Consultant

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].   Our records...

indicate that Mr. [redacted] ordered a c4 Mattress on January 26, 2017.  The mattress was scheduled to be delivered on February 23, 2017 but the freight was misrouted.   Our Customer Service Representative called out to Mr. [redacted] as soon as we were made aware of the error and offered the soonest available date of March 6, 2017.   The model of mattress Mr. [redacted] ordered is a “Made to Order” mattress and has a longer lead time than our “Made to Stock” models.  In looking into the situation we found that if we ordered a new mattress for Mr. [redacted] the delivery would still have to go out two weeks because of this.  Our delivery routes are booking fast due to the amount of sales from our President’s Day Sale.  If there was a way we could get the mattress to Mr. [redacted] sooner we would most certainly do so.   We’re terribly sorry for the inconvenience this has caused and would like to offer a set of sheets as a token of our apologies.  Mr. [redacted] can contact our Customer Service Center at ###-###-#### once he has chosen his sheets of choice and we will place the order for him.   His file as has been noted with this information and anyone can assist him.  The Customer Service Center hours are 8:00 AM to 8:00 PM CST Monday through Friday and 8:30 AM to 5:00 PM CST on Saturdays.    Best regards, Customer Advocacy Escalation Consultant