Sleep Number Corporation

Initial Business Response /* (1000, 8, 2016/02/01) */
February 1, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [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. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted]'s Sleep Number(r) FlexTop King iLE and FlexTop King FlexFit1,Stone, 2Remotes were delivered December 15, 2015. Their bedding accessories were delivered on January 4, 2016. We have appeased a set of sheets[redacted] as a token of our apologies. We hope this helps ease some of their frustration.
Best regards,

CS Correspondence Specialist

I am rejecting this response because:We are in shock knowing that the CSR overcharged us. Although we are much happier with the credit- We paid $96.74 and received a credit for $51,52- we wonder why we didn't then receive 2 chambers. Had we not contacted the Revdex.com, we would have been overcharged without any recourse.Now that we have received our air chamber, we are surprised that our 'new' part is indeed 'refurbished'. We would prefer that the replacement part that we paid for (although we would agree this is a much more acceptable price) would not be refurbished. We were not informed that our replacement part for our bed would be refurbished. For us, anything in a bed that is not new is uncomfortable for lack of a better word. There must have been small print somewhere that told us the part wasn't new, but we were unaware of this fact. Please exchange our refurbished part for a new one.

Initial Business Response /* (1000, 8, 2016/01/04) */
January 4, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
Our records indicate that Mr. [redacted] purchased a Sleep Number(r) iLE Queen (dual...

air chamber) Mattress and FlexFit Plus Adjustable Base, Base Legs and Home Delivery Service at one of our retail stores on February 17, 2013. Mr. [redacted]'s mattress and adjustable base were delivered and set up on March 14, 2013.
On April 29, 2013, Mr. [redacted] called customer service and we switched him to a single air chamber and single pump at no charge.
On June 21, 2013, Mr. [redacted] called customer service and we replaced his foam Sidewalls at no charge.
On June 28, 2013, Mr. [redacted] called customer service and we replaced his Cover (entire mattress shell) and Base Pad, as well as sent our Home Delivery team out to install the new components, all at no charge.
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.
Mr. [redacted] explains in his complaint that he has a disability, is of proportionate size and spends more than 70% of his time in bed. While we certainly sympathize with Mr. [redacted]'s medical conditions, we do not design, manufacturer or sell medical equipment or hospital standard quality beds. While we encourage our customers to contact us with regard to any issues and are committed to maintaining the highest standards of customer satisfaction, we believe Mr. [redacted] might be best served by sleeping on a mattress and base designed for his unique medical/physical needs.
Any sliding of the mattress on the adjustable base is likely the result of dragging or pushing the cover (entire mattress shell) when entering and exiting the bed, which can tear the bottom of the cover. This condition will continue to repeat even after parts are replaced. We do not believe this complaint is a defect in materials or workmanship; it is not a warranty issue.
Mr. [redacted]'s 30-Night In-Home Trial on his mattress expired on April 14, 2013 and his adjustable base was a final sale. We're sorry, we cannot accommodate Mr. [redacted]'s request to return for refund.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with the conclusion by Sleep Comfort that they are in no way responsible for The premature degradation of their product. Please see the included photographs which depict the drastic condition of this matters. I also ask that you reference the Revdex.com complaint history of this company which clearly demonstrates prior notice of this and similar problems.
What they failed to mention is that in every phone call I explain to them that I'm in this bed for the majority of my day and that the reason for each of those calls was due to my dissatisfaction with their product. In fact the problem that I was reporting at those increments is the exact same thing that you see in the photographs after nine months. In any of those phone calls Sleep Comfort could have told me that the "condition will continue to repeat even after parts are replaced". Instead they continued to replace parts on multiple occasions (which totaled a near complete replacement). They not only didn't tell me any of this but they didn't offer to extend my in-home trial. Essentially they are saying that the mattress has been used excessively which caused The premature aging of the product Therefore one would interpret their comment as meaning the entire life has been used in the nine months that I have had the mattress. According to ConsumerReports.org, a mattress should "easily last 10 years". 10 years equates to 29,200 hours of use at eight hours per night. So using that as a reasonable lifespan expectation and a presumption of eight hours of sleep per night, plus 70% of the remaining 16 hours (19.2 hours) of the day in bed, I have used ~5,184 hours of the reasonable lifespan. Even if they say that the reasonable lifespan is five years, or you double the hours I've used the product, their defense doesn't make sense. There is no way I have used the entire (or even half) lifespan of this mattress in nine months (or ~270 nights). It is clearly evident in the photos I have attached to this reply that the condition of the product shouldn't be what it is after ~5,184 hours of use. It defies sensibility and any realistic life span expectations. I understand and accept that my intense use of the product may decrease its longevity, but one would also expect to get at least a reasonable percentage of the usable lifespan of the product. I feel I've got only a small amount of that. Who in their right mind would buy an expensive premium mattress and expect to only get 5,000 hours of service from the product.
Final Business Response /* (1000, 14, 2016/01/25) */
January 25, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
Mr. [redacted]'s complaint was discussed and resolved today on January 25, 2016, with mutual satisfaction. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Final Consumer Response /* (2000, 16, 2016/02/04) */

April 7, 2018 Revdex.com of Minnesota & North Dakota RE:        Ms. [redacted]Case # [redacted] Dear Revdex.com: Thank you for the opportunity follow-up regarding the complaint of our customer, Ms. [redacted].   Our position remains the same.  We offered to help Ms. [redacted] with her comfort issues and she opted to return rather than let us help. The adjustable base is a final sale item.  We consider this matter closed. Best regards,Customer Advocacy Escalation Consultant

August 8, 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] has a 5000 King Mattress and Modular Base on May 26, 2006.  The bed was delivered on June 9, 2006.   Ms. [redacted] contacted our Customer Service Center on June 1, 2017 needing to replace her foam.  She was at that time advised of extended lead times.  Unfortunately, due to a supplier issue, our lead times exceeded what we initially believed to be true.   We apologize for the delay and understand this was a very frustrating experience.  All of Ms. [redacted]’s parts have been delivered as of today August 8, 2017.   Best regards, Customer Advocacy Escalation Consultant

December 5, 2017   Revdex.com of Minnesota & North Dakota   RE:        Ms. [redacted] Case #[redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].  ...

  Ms. [redacted] purchased a Queen p6 Mattress, a Queen FlexFit2 Adjustable Base and some accessories on June 6, 2017.  The mattress and adjustable base were delivered via our Home Delivery and Set-Up Team on May 20, 2017.   August 9, 2017 Ms. [redacted] called our Customer Service Center and stated the mattress was too soft for her.  She was going to go to the store to try other models and advised she would call us back.   She called back on September 11, 2017 to exchange to a c4 Mattress but opted to return the mattress rather than paying the delivery fee to have the c4 Mattress delivered.  The mattress was picked up on October 13, 2017.   The adjustable base is a final sale item so the base was not picked up.   October 21, 2017 Ms. [redacted] called in and said the base was no longer working so we sent out the FlexFit assembly instructions so she could resolve without the service fee for technicians to come to the home.  She was unable to resolve so we are sending out technicians to repair after finding out they did not connect the cables as they should have.  They are slated to go to the home December 6, 2017.  We believe the technicians will resolve the issue and will continue to support Ms. [redacted] under the terms of her 25 Year Limited Warranty.    Best regards, Customer Advocacy Escalation Consultant

December 19, 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 iLE Mattress with SleepIQ and a FlexFit 2 Adjustable base on 11/21/2017.  The mattress and base were delivered on November 30, 2017.   On December 1, 2017 Ms. [redacted] called our Customer Service Center to advise she was having issues with the bed.  There was air loss and the pump was not pushing out any air to be able to inflate the mattress.  We were unable to locate the bed as it was purchased in a commercial account which we don’t have access to.  It was after hours and we were unable to get her to the necessary department.  Thankfully, Ms. [redacted] was able to borrow a pump from the local store to make the bed sleepable until we could get the new pump shipped out to her.  The fact that we had trouble finding the purchase caused many delays.  The new pump was delivered on December 11, 2017.   We’re terribly sorry for the experience.   Sleep Number strives to provide world class customer service and it’s clear we fell far short of our goal.  We will be using Ms. [redacted]’s feedback to provide coaching opportunities to prevent such happenings going forward.     Ms. [redacted] is currently working with one of our Customer Advocacy Managers, the highest level of escalation, and he will ensure all is well.         Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2016/02/16) */
February 16, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We're sorry for the delays Mr. [redacted] experienced in reaching out to our company...

regarding delivery of his order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed his order. We understand that this was a tremendous inconvenience and appreciate his patience. Mr. [redacted]'s Sleep Number(r) Cal King p5 Mattress and Cal King Foundation is scheduled for delivery and installation on February 18, 2016 between 1:00 P.M. and 5:00 P.M. We have applied a credit to his Visa as a token of our apologies. We hope this helps ease some of her frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My mattress and foundation were delivered as promised on the rescheduled date but the credit to my VISA card has not yet appeared on my account. In fairness to Select Comfort, the Credit card company states that postings of credits from companies may take up to a month to be posted. Until I receive notice of the appropriate credit to the account, I would like this complaint to remain unresolved.

February 14, 2018   Revdex.com of Minnesota & North Dakota   RE:          Mrs. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customers,...

Mrs. [redacted].    Mrs. [redacted] purchased a Queen i8 Mattress with a Queen Modular Base and some accessory items on December 26, 2017.  The mattress and base were delivered via our Home Delivery Team on January 10, 2018 without being set up.  Our technician felt the bed frame did not have enough support in the middle and recommended legs.   The legs were ordered and delivered via UPS on January 15, 2018. Due to Winter Storm Inga, the soonest our technician could come out to install them was February 5, 2018.  This technician did not feel the bedframe posed a problem and told Mr. [redacted] that legs were not necessary. Mr. [redacted] called our Customer Service Center to set up a return on the legs.  Our representative discussed having proper support for the mattress and set up the return.   Since March 27, 2013 all our Core Model Mattresses and Bases come with a 25 Year Limited Warranty.  Mrs. [redacted]’s mattress and base are covered under the 25 Year Limited Warranty just as is every other customer.   We’re sorry for the conflicting information and are using Ms. [redacted]’s experience as a training opportunity.     Kind regards, Customer Advocacy Escalation Consultant

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] bed was delivered at no charge via Home Delivery on December 23, 2015. Mr. [redacted] ill receive a credit of $100 to his Visa as a token of our apologies. Again, we are sorry for the shipping delay.

Best regards, Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2016/01/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While the offer seems low considering the experience overall, I'm going to take what I can get. The product itself is good.

Initial Business Response /* (1000, 8, 2015/06/30) */
June 30, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We hope Mr. [redacted] will accept our apologies any confusion regarding his...

charges/credits. We provided Mr. [redacted] a summary of his account on June 18, 2015, that we assume, cleared up his questions.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No one has called and listened to me. I signed for 3885. I gave the print out. The store manager has the original. I was over charged $180. I want it refunded or I'm going to dispute all the charges.
Final Consumer Response /* (2000, 18, 2015/07/14) */
Thanks again for helping with this. I talked to them, and they have adjusted my account. She was very friendly and apologetic.
Final Business Response /* (4000, 16, 2015/07/14) */
July 14, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
We hope Mr. [redacted] will accept our sincerest apologies for the misunderstanding. I spoke to Mr. [redacted] this morning and we are now certain that all of his charges and credits are accurate.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/09/17) */
September 17, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We hope Mr. [redacted] will accept our sincere apologies for the delay in delivering...

his Sleep Number i8 FlexTop King Mattress and FlexTop King FlexFit Adjustable Base.
Mr. [redacted] complaint was discussed and resolved on September 11, 2015. We hope Mr. [redacted] is enjoying his new Sleep Number bed and bedding accessories.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 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. & Mrs. [redacted] for the delays they experienced in...

reaching out to our company regarding their order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their order and trial return. We understand that this was a tremendous inconvenience and appreciate their patience. We approved a return for refund of Mr. & Mrs[redacted]'s bed. We authorized payment by check as a token of our apologies.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 10, 2016/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I see that in the response from Sleep Number they stated they have issued a refund. If that truly happened we should have either received a paper check, or seen a credit reversal on our card by now.
Also to further confirm how messed up their system is at Sleep Number, a delivery crew came out to pick up our bed. Problem is they already picked it up back in November! The delivery crew was completely embarrassed as they were the same two guys that picked it up then. Not only that but the poor guys got stuck in my driveway and have to call a tow truck.
I as a customer do not know what else to do. We have called multiple times, sent copies of our invoice, made time for their delivery people to pick up our return and when all that failed had to file this original complaint. Each time Sleep Number states that is now how they do things but from our experience that is all we see. Again please just reverse the charge on my credit card so that this will be fixed.
Final Business Response /* (4000, 17, 2016/02/16) */
February 15, 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 refund. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their refund. We understand that this was a tremendous inconvenience and appreciate their patience. We have issued a refund in the form of a check as a token of our apologies. They should expect the check to arrive via U.S. mail within the next 2 weeks.
Best regards,
CS Correspondence Specialist
Final Consumer Response /* (2000, 19, 2016/02/17) */

I am rejecting this response because: Select Comfort has failed to respond to my complaint that their sales associate deliberately misrepresented the terms of the sales agreement as these terms related to my specific purchase. Because the sales associate deliberately misrepresented the terms, there was fraud in the inducement of the contract and my signed contract should be void. A recording of my telephone conversation with  Select Comfort, which they should be able to provide, will reveal that I mentioned the unethical behavior of their sales associate multiple times. I also explained this concern in my written complaint to the Revdex.com. I respectfully request that Select Comfort address the unethical behavior of their sales representative and void my sales agreement because the sales representative deliberately misrepresented the terms of the agreement. Select Comfort should provide me a refund of the base and the mattress since these were the terms represented by their sales associate. If Select Comfort fails to correct this matter, I respectfully request the Revdex.com investigate my claim of fraudulent sales practices at Sleep Number stores and reconsider the A+ rating awarded to Select Comfort. I suspect other consumers have fallen prey to similar unethical sales tactics. Thank you for taking the time to consider my request. I hope Select Comfort will take the time to respond to my specific claim that there was fraud in the inducement of my sales agreement and therefor this contract is void.

Initial Business Response /* (1000, 8, 2016/02/08) */
February 8, 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 Ms. [redacted] purchased a Sleep Number(r) Sleep Number(r)...

FlexTop King i10 Mattress, some bedding items and Home Delivery Service at one of our retail stores on November 20, 2015. She received a substantial discount using a Friends and Family coupon. Ms. [redacted] had received her mattress as of December 19, 2015.
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. The Sales Professional who assisted Ms. [redacted] went over the terms and conditions of sale in detail and Ms. [redacted] signed her Customer Order. (copy available upon request)
On January 7, 2016, Ms. [redacted] did call customer service to inquire about returning her mattress and we offered to waive the Home Delivery set up fee if Ms. [redacted] purchased a FlexFitTM 3 Adjustable Base. We also provided comfort suggestions and emailed SleepIQ information
On January 20, 2016, Ms. [redacted] did call customer service to inquire about returning her mattress. Our customer service agent explained items purchased with a Friends and Family coupon were final sale items. A supervisor also explained her mattress was non-returnable.
On February 2, 2016 a message was left asking Ms. [redacted] to contact us regarding her Revdex.com complaint.
On February 4, 2016 a message was left asking Ms. [redacted] to contact us regarding her Revdex.com complaint.
On February 8, 2016 a message was left asking Ms. [redacted] to contact us regarding her Revdex.com complaint.

Ms. [redacted] has not returned any of our calls to her. If Ms. [redacted] has questions regarding comfort or her product, we encourage her to contact us at [redacted].
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 18, 2015/11/09) */
November 9, 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]'s complaint was resolved with mutual...

satisfaction on October 12, 2015.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 20, 2015/11/11) */
Dear Mr. [redacted],
Select Comfort Corporation has contacted me directly. They responded promptly after receiving my letter and we have resolved the issue as of this date. Thank you for you assistance in this matter. Revdex.com Compliant Case# [redacted] can be closed.
Sincerely,
[redacted]

I am rejecting this response because: I never received any information from the bank other then a letter stating that they were looking into the matter I had contested. If there was an issue then I should have been contacted. I followed all the steps I was told to do and I was not contacted by the bank or by Select comfort about the refund issue. If this is something where they are turning me the customer over to collections then I should have been contacted. Contacting a third party and not the person you are turning over to collections and giving them an opportunity to work on fixing this mistake is unacceptable! I was NEVER given any opportunity to correct this and I had NO idea that there was even a problem! Turning me over to a collection agency without contacting me placed my credit and livelihood at risk.

August 25, 2017   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].  ...

Ms. [redacted] purchased a Split King i10 360 Smart Bed and a Split King 360 FlexFit 2 on May 18, 2017.  The order total was $8998.  Of that amount, $3998 was financed through Synchrony Financial and the remaining $5000 put on a Visa card.   August 21, 2017 Ms. [redacted] called out Customer Service Center to set up a return on the mattress.  She was aware that the adjustable base was a final sale.  Our Customer Service Representative set up the return.  Ms. [redacted] is scheduled to have the mattress picked up on 9/5/17.  Once the product has been scanned and checked in, we will process the credit.  Our CSR advised of the refund.  Per policy, the financing is paid first when issuing a credit for a return.  Ms. [redacted]’s Synchrony account will be credited $3998 and her Visa card $1808.40.  A total of $5806.40 for the return of the mattress. The remaining $3191.60 is for the adjustable base and the home delivery fees.   We are crediting Ms. [redacted] back for the return of the mattress, however, the loan must be paid first.  We do not have a way to change how the funds go back.   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, Dr. [redacted].
We sincerely apologize to Dr. [redacted] for the delays he experienced in reaching out...

to our company regarding his delivery. We understand that this was a tremendous inconvenience and appreciate his patience.
Dr. [redacted]s bed was delivered on January 11, 2016. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 11, 2016/01/25) */
January 25, 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 any delays she experienced in reaching...

out to our company regarding her warranty concern. Ms. [redacted]'s legs and brackets were delivered via UPS on January 13, 2016 and our techs went back to install them on January 14, 2016. We understand that this was an inconvenience and appreciate her patience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 13, 2016/02/03) */