Sleep Number Corporation

July 26, 2016   Revdex.com of Minnesota and 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].   Mrs....

[redacted] chatted with out Live Chat Representative on July 17, 2016 at approximately 6:30 PM stating that he could no longer see the numbers on his remote.  She did the troubleshooting with our representative and was presented 3 options for resolution.  Mrs. [redacted] chose to replace the pump and remote with a new system versus a refurbished system or just replacing the remotes. She was told, in error, the new system included two remotes.    Mrs. [redacted] chatted in again on July 23, 2016 to let us know she only received one remote with her new system and was told she would get two.  Our representative looked at the order and explained what she ordered only came with one remote.  Mrs. [redacted] requested a supervisor and our representative said he would have someone reach out to her.   One of the Live Chat Managers researched the chats and found the error. Our Manager has since emailed Mr. [redacted] letting him know we would make this right.  The order for the second remote has been placed and should arrive in 5-7 business days.    We will use this experience for coaching opportunities to ensure the best customer experience possible.   We apologize for the misinformation and thank Mr. and Mrs. [redacted] for letting us make it right.      Best regards, Customer Advocacy Escalation Consultant

May 21, 2016 Revdex.com of Minnesota and North Dakota RE:        Ms. [redacted]           Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of...

our customer, Ms. [redacted]. According to our records, Ms. [redacted] purchased an i8 FlexTop King Mattress w/SIQ, a FlexTop King FlexFit2 Adjustable Base and several bedding accessories on April 30, 2016.  Ms. [redacted] changed her mind and called our Customer Service Department on May 3, 2016 and cancelled her order. Last fall we implemented a company-wide computer systems conversion and while most issues have been resolved, on rare occasions an issue comes up.  The system wouldn’t allow us to settle the funds back to Ms. [redacted] in normal fashion.  On May 16, 2016 we mailed a check in the amount of $390.77 (the total of the two credits) to the address of record.  It is because of rarities such as this that we always advise our customers to continue making their scheduled payments.  In such situations any overage paid will be refunded by the financial institution.  We sincerely apologize to Ms. [redacted] for the frustration she has experienced in regards to her refund.   We understand this was a tremendous inconvenience and appreciate her patience. We’re sorry Ms. [redacted] had a change of heart and hope that she will reconsider us in the future. Best regards,                              Customer Advocacy Escalation Consultant

I am rejecting this response because:
I don't think Select Comfort Corporation has addressed the issue of dishonesty in their advertising.  Given the fact that they also didn't provide a possible compromise, I believe that a fair and reasonable compromise would be to switch out the Split C4 King for a Standard P5 King which, with the current sales price, is comparable to the original price I paid.  For my time and trouble, shipping and return fees should be waived.  Thank you for your time, [redacted]

Initial Business Response /* (1000, 5, 2016/02/10) */
February 10, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We're sorry for the delays Mr. & Mrs. [redacted] experienced in reaching out to our...

company regarding their order. 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) King c4 Mattress was installed on February 3, 2016. We hope this helps ease some of their frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 7, 2016/02/10) */

April 19, 2016 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 Queen Pearl Dual Mattress from QVC in 2011.  At that time we offered a 20 Year Limited Warranty.  Under that agreement, we cover 100% of the cost of warranty replacement parts for the first two years.  After the first two years, we cover a pro-rated share of the cost.  We’re terribly sorry Mr. [redacted] is experiencing a dip in the center of his mattress.  Our recommendation would be that Mr. [redacted] check the foam topper pad on the inside of the mattress.  There could be compression of the foam which is something that would be covered under the terms of his 20 Year Limited Warranty.   The option to exchange from a dual chamber system to a single chamber system is definitely something that can be done.  The cost of a single queen air chamber is $288 plus tax and shipping.  We do believe this will aid with the center issue, however, the ability to adjust each side of the mattress independently is lost.  The single chamber would carry a Two Year Warranty against manufacturing defects.  We ask Mr. [redacted] to contact our Customer Service Department at ###-###-#### to discuss both options.  In the spirit of good customer service, his file will be noted that we will honor 10% off the purchase price of the single chamber should he choose to purchase by May 19, 2016. Please contact me directly if you have any questions. Best regards, CS Correspondence Manager

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

out to our company regarding her delivery. Ms. [redacted]'s bed was delivered on December 19, 2015 and we will apply two appeasements to her Visa within the next 3-5 business days.
Best regards,

Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2016/01/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They gave me $15.00 on 1-19-16 and $185.00 on 1-20-16 which is the amount they promised me back in December on day one of this fiasco. They implemented a new computer program a couple of months before my order for scheduling their installation crew. They knew for months that what they were scheduling the installers could not see. They were making guarantees when they had no idea that the installers could see what they were scheduling. They were totally responsible for the scheduling. I met what they said they would do, they did not.

Initial Business Response /* (1000, 5, 2015/10/28) */
October 28, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
Mr. [redacted]'s complaint was discussed on October 27, 2015 and a voice message was...

left today asking him to call us back at the phone number provided. We are certain that Mr. [redacted]'s complaint will be resolved once he contacts us again.
We apologize to Mr. [redacted] for any inconvenience and wish him well. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/11/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As of now we consider our case to be closed.
Thank you.

Initial Business Response /* (1000, 5, 2015/11/19) */
November 19, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she experienced in reaching...

out to our customer service team. We understand that this has been an inconvenience and appreciate her patience.
Ms. [redacted]'s complaint was discussed and resolved with mutual satisfaction. We are replacing her mattress cover and sending our Home Delivery team to install it.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After I had taken the bed apart myself and put it all back together, making sure that everything was assembled exactly according to their instructions on their website, the sliding problem continued. The company has now agreed to replace the cover and send someone to install it. If this fixed the problem I will be 100% satisfied. If the problem continues, I will expect them to continue to work with me until the problem stops happening.

Initial Business Response /* (1000, 5, 2016/03/02) */
March 2, 2016
RE: Ms. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she experienced...

regarding her order and delivery. We understand that this was a tremendous inconvenience and appreciate her patience. Ms. [redacted] purchased a Sleep Number QSE, Split King, Mattress and Adjustable Base through QVC. The address on the order was incorrect resulting in the product shipping to her parent's home. Sleep Number tried to intercept the packages, but they had been returned to sender by the receiver. This resulted in the bed having to be reordered. The order has shipped and is currently in transit with delivery expected tomorrow-March 3, 2016. There are a total of seven boxes and Ms.[redacted] can reach out to our Customer Service Department at [redacted] to obtain the tracking numbers if she wishes.
Best regards,
CS Correspondence Manager

Initial Business Response /* (1000, 5, 2016/02/04) */
February 3, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We're sorry for the delays Mr. & Mrs. [redacted] experienced in reaching out to our...

company regarding their order and trial return. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their order and trial return. We understand that this was a tremendous inconvenience and appreciate their patience.
According to our records On September 9, 2015 Mr. & Mrs. [redacted] purchased a Sleep Number(r) p6 w/SIQ, Queen, Matt and Adj Base Queen FlexFit2, Stone, 1Remote, Home Delivery set up service, and some bedding items for [redacted]. Mr. & Mrs. [redacted] opted to return their mattress and we agreed to accept a return of the adjustable base as well. Mr. & Mrs. [redacted] agreed to a restocking fee [redacted] on the adjustable base as this is normally a final sale item. The Home Delivery return pickup was waived for both the mattress and adjustable base.
On October 28, 2015 [redacted] settled to Mr. & Mrs. [redacted]'s Synchrony Financial account for the return of the mattress.
A check in the amount of [redacted] for the adjustable base was mailed to Mr. [redacted] on January 4, 2016.
We regret we have lost Mr. & Mrs. [redacted]'s business.
Best regards,

CS Correspondence Specialist

February 26, 2018   Revdex.com of Minnesota & North Dakota   RE:        Ms. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].  ...

Our records indicate that Ms. [redacted] purchased a Queen i10 360 Smart Bed with a FlexFit3 Adjustable Base and some bedding accessories on August 30, 2017.   The mattress and base were delivered by our Home Delivery and Set-Up Team on September 27, 2017.    Ms. [redacted] had trouble with the Rapid Sleep Onset unit and we replaced it.   Unfortunately, the replacement didn’t work.  We attempted multiple times to resolve the issue and ultimately decided to replace the entire base.  Our technicians are scheduled to deliver the new base today, February 26, 2018, between 3:30 and 7:30.  We are confident that replacing the whole base will resolve the issue.  It is our goal to ensure Ms. [redacted]’s 360 Smart Bed and FlexFit3 base are working as they are intended.    We apologize for the inconvenience and frustration of the multiple visits.  We will honor Ms. [redacted]’s request to start the 25 Year Limited Warranty from the date the bed functions as it should.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2015/10/21) */
October 21, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
Ms. [redacted]'s complaint was discussed and resolved on October 16, 2015. We...

apologize to Ms. [redacted] for any inconvenience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he have experienced regarding...

his warranty order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected his order and delivery. His warranty parts have been delivered. We understand that this was a tremendous inconvenience and appreciate his patience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 13, 2016/01/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 12, 2016/01/21) */
January 21, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they have experienced...

in reaching out to our company regarding their return. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their return mattress order and Home Delivery Return Service.
We have set up an additional return for their adjustable base that will be picked-up along with their mattress. Two refunds checks: $786.59 and $1,857.74, will be mailed in 7-10 business days following receipt. I have requested our Home Delivery Return Scheduler to call them within the next few days to arrange a convenient date and time for the pick-up.
We're sorry the bed has not worked out for Mr. & Mrs. [redacted]. We understand that this was a tremendous inconvenience and appreciate their patience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 14, 2016/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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. [redacted] for the delays he has experienced regarding...

his warranty order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected his order and delivery. The warranty part was delivered January 6, 2016. We understand that this was a tremendous inconvenience and appreciate his patience.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 10, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from Select Comfort Corporation. This was not a "warranty" part. They sent the wrong "part" with the delivery of the bed. With out the "part" we were unable to use the bed with the features as it was intended. Blaming the problem on the computer system conversion is not acceptable. The proper action should have been to over-night the right controller. Had this happened I would have been satisfied with the customer service. The details of my original complaint along with this feeble attempt of an apology leaves a bad taste in my mouth regarding the customer service of this company. I'm not sure I want to rely on them for the next 25 years in case of problems with our Sleep Number bed. If Select Comfort Corporation were to offer something like a comforter in recompense I would feel better about the company.

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 getting her refund.
According to our records, Ms. [redacted]'s bed was returned on February 26, 2015 via our Home Delivery Team. Per our Terms and Conditions of Sale, "refunds will be issued to the original form of payment within approximately 21 days from the date returned."
It is strongly recommended that Ms. [redacted] make any required payments while waiting for the credit to post. We do not want her credit impacted by not doing so. Any overage paid will be returned to her by issuing bank.
We are sorry the bed did not work out for Ms. [redacted] and wish her well.
Best regards,
Lisa Marie [redacted]
CS Correspondence Manager
Initial Consumer Rebuttal /* (3000, 7, 2016/03/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I can't accept the response right now because 21 days have passed and I have still not received the refunds. Additionally, the phone call I was promised was not received.
Final Business Response /* (4000, 9, 2016/03/23) */
March 23, 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 getting her refund.
The return settled today, March 23, 2016. The monies have been transmitted. The banks typically post to the account within 3-5 business days from point of settlement.
Again, we strongly recommended that Ms. [redacted] make any required payments while waiting for the credit to post. We do not want her credit impacted by not doing so. Any overage paid will be returned to her by the issuing bank.
We understand this was a terrible inconvenience and appreciate her patience.
Best regards,
CS Correspondence Manager

Initial Business Response /* (1000, 13, 2015/11/19) */
November 19, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she experienced in reaching...

out to our company regarding her online order. We understand that this has been a tremendous inconvenience. We regret that we have lost her business due to our company-wide computer conversion and wish her well.
Ms. [redacted] will receive a full refund check via U.S. Mail within 5-7 business days. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 18, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not need a refund. I do not want a refund. I will simply not pay the credit card bill.
It's not my company, but the problem WASN'T just a computer transition, it was a lack of anyone I spoke to feeling like it was their responsibility to actually communicate with a human being and figure out what the problem was. Multiple people flat out LIED to me, all the while my $1750 was in your hands. Everybody was waiting for somebody to do something. (For the record, I am also underwhelmed at the lack of speed of reply to this complaint.)
Sleep Number doesn't need to do anything except not contest my VISA charge.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.We were given the Case Manager's direct number and have been in further contact with her.  She informed us she would be presenting our case to her upper management to see what compensation could be made to us for the aggravation, disappointment, and frustration we were made to deal with in attempting to purchase a bed from this company.  We decided to give Select Comfort / Sleep Number another chance based on our conversations with the Case Manager, and knowing we have her direct number in case of any additional problems.Sincerely,[redacted]

Revdex.com of Minnesota & North Dakota             RE:  Mr. [redacted]   Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding he complaint of our customer Mr....

[redacted].   Mr. [redacted] purchased a Queen Dual i7 360 Smart Bed and a Queen 360 FlexFit 2 on 6/18/2017.  Once the bed was ordered, Mr. [redacted] was scheduled for 7/18/2017.   Unfortunately, due to a supplier issue, Mr. [redacted]’s delivery has been rescheduled to 8/1/17.   Mr. [redacted] just confirmed and agreed to this with our Customer Service Center today. We apologize for the short notice and look forward to getting the bed to Mr. [redacted] and his wife.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 14, 2015/11/19) */
November 18, 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 customer service and home delivery.
As a token of our apologies, we have agreed to credit Mr. [redacted] $200.00 once his bed has been delivered on November 30, 2015.
We understand that this has been an inconvenience and truly appreciate his patience.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 16, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"As a token of our apologies, we have agreed to credit Mr. [redacted] $200.00 once his bed has been delivered on November 30, 2015. "
In regards to this: This was agreed upon when the delivery date was November 16th.
I was later called and informed that my bed has not been built at this time. The next available date would not be until November 30th. The associate calling me said I would be credited 200 dollars. I asked the associate if this was in addition to the earlier 200 dollars. She was unable to answer and said a case manager would be calling me. This was 5 business dates ago and I still have not received a call. I tried attempting a call to the supervisor line today but it went to voicemail. The agent that I had previously spoke with and agreed to the 200 dollars with, Samantha also ensured that she would be looking over my delivery for November 16th. She has not made contact with me. She did not deliver on her personal promise. I would appreciate a call from someone with the power to influence change within this company.
Final Business Response /* (1000, 20, 2015/12/08) */
December 8, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
As a token of our apologies, we have agreed to credit Mr. [redacted] an additional $200.00 today. Mr. [redacted]'s new delivery date is December 11, 2015..
Again, we understand that this has been a tremendous inconvenience and appreciate his patience.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst
Final Consumer Response /* (3000, 22, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My delivery was cancelled today. I called yesterday and waited on hold for 33 minutes to confirm my delivery for today. I had to take a half day at work. When calling the number back to confirm my delivery it rang busy. I called again and was able to get through. I was automatically signed up for Saturday December 26th. The agent was not helpful in setting up a delivery that fits my schedule on a different day saying I would have to cancel on Saturday's date. She had no ability to see what other days were available. She did not care about my lost wages or hardship with dealing with yet another cancelled delivery. The only person that has been helpful has been the supervisor Samantha who offered me additional compensation despite the people that respond to these Revdex.com complaints urging not to. This company is uncaring, has not set reasonable customer expectations, and has offered no explanation of what is going on. Additional compensation is requested for another 15 days of sleeping on a floor.