Sleep Number Corporation

I am rejecting this response because:  If my calls were recorded and reviewed did you hear the call that took place where I called and spoke to a female representative. I told her I did not want to buy the mattress over the phone, to which her response was " if your not going to purchase over the phone, there is really no point in me running the application." That call happened. Yes it might've been my 3rd or 4th attempt at applying. This was due to my wife and I discussion on if we should pay the bed off at once or apply for a card through sleep number. Last my main issues were the lack of customer service over the phone as I described above. Secondly the lack of communication on the sleep number techs for communicating. If you record all calls. Please tell me if I am correct or not but the day before my 1st scheduled delivery I received a call from a sleep # rep who wanted to make me aware of my 4 hour window then asked me if I would like a "1 hour"call from one of the sleep # techs 1 hour prior to arrival. Which I responded "yes". The next day at 8:20 am I received a call from one of the sleep # techs and he said Mr.[redacted] we will be at your residence in 30-35 minutes. To which I responded "I'm at my other house, what happened to the 1 hour call prior to arrival To which your tech responded " sir I don't have time for this we really don't know how far we are from job to job. To which I said " do you not have navigation" he said sir "we will be at your residence in 30-35 minutes do you still want us to come?" I said yes I am 45 minutes away I will try to hurry and get there. Call ended. I grab my keys and look down at my phone it's your sleep # tech calling me this is not even 2 minutes after our previous call "I answer the phone and he said "sir our 1st stop just cancelled so we will be there in 5-10 minutes . I responded with are you kidding me?!? First you were required to call me an hour prior to arrival , you call me when your 30-35 minutes away not an hour. I literally grab my keys and now you will be there in 5-10 minutes while I'm on my way. I said I'm 45 minutes away and am on my way can you wait for me please . The sleep # tech said "sorry sir" we have several other jobs to do,we can't wait. At which time I said " I have no choice but to cancel and the tech said he would have a sleep# rep reach out to me to reschedule.  This call happened. Yes I'm guilty for calling the sleep # sales line and backing out of not submitting my app but both of these calls happened. I can't make this stuff up. It is my honest opinion this was a lack of customer service not to mention rude behavior for the way your sleep # tech spoke to me over the phone. Not to mention his miscommunication for not calling 1 hour prior to arrival. As well as the way I was spoken to and told 2 different arrival times . I reached out to several sleep # supervisors who apologized about the experience I had and said they would have a scheduling supervisor call me and an area manager. The scheduling supervisor called me and left me a message. I called back and scheduled my delivery. I asked him to put in the notes to have the tech once again call me 1 hour prior to arrival. Same process I went through the first round. To which he replied yes sir " Mr [redacted] it's standard for us to call you an hour prior to arrival"  Today(7/19/16)I received my sleep # bed. I received a call from your tech who once again said " Mr [redacted] this is sleep# delivery,we will see you in 30 minutes." To which I replied no problem. I made sure to be at my residence. The techs arrived were professional and did a great job. Last as you stated above I purchased my sleep # bed on July 9th. It took this long for me to receive delivery of my mattress. Can you not see how frustrating this is when I did everything I could on my end to receive delivery the first time. If you offer a 1 hour call prior to arrival you should stand by that. If I spoke to anyone in current occupation that was a customer of mine, I wouldn't have a job. Last I spent nearly six thousand dollars on a sleep# mattess. Do you not think I would try to do everything possible to not be on time for delivery the first time? You can't make up inexcusable behavior and lack of customer service skills on the sleep # delivery and the one sales call I encountered in the beginning. All I will say is I experienced excellent customer service in store. Over the phone from the sales rep who told me their was no point in processing my application of I wasn't going to order from her over the phone. That is inexcusable and bad customer service. The entire miscommunication from sleep# home delivery is inexcusable .  Best [redacted]

Initial Business Response /* (1000, 7, 2015/12/21) */
December 21, 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 refund. We understand that this has been a tremendous inconvenience and appreciate his patience. Mr. [redacted] will receive a check refund for $171.08 via U.S. Mail within the next 2-3 weeks.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 9, 2015/12/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept, but they took my credit card right-way as payment. now after months I have to wait 3 more weeks!!!
PZ

Initial Business Response /* (1000, 16, 2016/01/22) */
January 22, 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. We understand that this was an inconvenience and appreciate her patience. Ms. [redacted]'s complaint was resolved on December 31, 2015, with mutual satisfaction.
Best regards,
Legal Correspondence Analyst

July 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]. In regards to the rejection of our response to complaint [redacted], our position remains the same.  June 19, 2017 [redacted] advised they would contact the company the claim was sold to let them know of the error and send a letter to the address of record that the customer is clear of the claim.   They advised to have Ms. [redacted] contact the sold company to resolve any issues that may still be out there.  We cannot get any information from these companies due to privacy laws.   We’re truly sorry for any inconvenience and have done as we promised in our response to the original complaint #[redacted]. Best regards,Customer Advocacy Escalation Consultant

December 29, 2017   Revdex.com of Minnesota & North Dakota   RE:        Mr. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].  ...

  Mr. [redacted] contacted our Customer Service Center on September 2, 2017 to let us know he had air loss.  He had done the recommended troubleshooting and it was deemed that the pump needed to be replaced.   The order was completed on September 11, 2017 to ship UPS Next Day air to Mr. [redacted].     Mr. [redacted] called us back on September 29, 2017 and was advised the pump was backordered.  He called again on November 8, 2017 and was told we did not have an ETA on when the product would be available.    Once getting the complaint and looking into the matter, we found that we have since discontinued the pump that was ordered.   We apologize that we did not update Mr. [redacted] on the situation.   One of our Customer Advocacy Managers reached out to Mr. [redacted] and left a voicemail with her direct contact information and that we have placed a new order and will be expediting for him.  We do have the holiday that will impact the lead time on shipping out the pump.    We apologize for the frustration due to the lack of follow-up. We strive for world class customer service and it’s obvious we fell short of that goal.  We are using Mr. [redacted]’s feedback as a coaching opportunity to prevent this from happening going forward.   We are confident that once the pump is received, the issue will be resolved.  Mr. [redacted] can reach out to his direct contact with any questions he may have.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2015/10/29) */
October 29, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We hope Ms. [redacted] will accept our apologies for the delay in canceling her order. ...

On October 20, 2015, Ms. [redacted]'s credit card received a full refund.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 8, 2015/10/29) */

I am rejecting this response because:Select Comfort has accepted to give credit on all merchandise.  BUT they are leaving out my answers as to why it came to this.. For one Select Comfort is leaving out instead of letting me know prior to delivery they were backlogged on missing part Select Comfort left us with no bed to sleep in. I had giving my bed away to have my bedroom ready for delivery of the new bed.. It was NOT until March 22, 2107 that Select Comfort ( spoke with Melissa ) that part was backlogged until then they just gave me excuses and also sent me a new Mattress topper that was not needed I already had that part. I called Select Comfort to let them know they sent a part that was not necessary and that Select Comfort delivery people left the wrong part in my bedroom even after I asked delivery people to take it with them. So now I had 2 parts that belonged to Select Comfort which made us responsible for the care of these extra parts.  When UPS showed up again I refused the part because I had NO way of knowing what was in the box because I never received a call about a part be delivered and I did not want the responsiblity of yet another part  at my home. As far as appeasing me I made the calls to Select Comfort over and over for 15 days to get this taken care of so I could go purchase another bed some where else. But with out the refund back to my card I could not afford that. Here it is 19 days later and I am am still sleeping on my couch ..It took all this time for Select Comfort to FINALLY set up pick up of there merchandise.  I again had to call Select Comfort and try and get them to pick up this bed and refund my money. I spoke with Bob.[redacted] ###-###-####  ext [redacted] who placed a order for pick up but NOT until April 10 2017 which will leave us with out a bed for yet another 9 days. This never started out this way but Select Comfort  made it this way for so long. Bob told me he would contact me on April 3 2017 to make arrangements to have these 3 parcels picked up by UPS but today is April 4 2017 and never heard from Bob . I again will call him today April 4 2017 to see when  UPS will be picking up parcels.. Select Comfort has a way of turning customers problems around to make it look like they have done something  good when in fact Select Comfort has not but to make it a miserable experience with the company . WE HAVE GONE ALL THIS TIME WITH NO BED AND SELECT COMFORT HAS THE NERVE TO PUT ANY BLAME ON US. THANK YOU[redacted]

Initial Business Response /* (1000, 8, 2015/12/02) */
December 2, 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. We regret that we have lost his business due to our company-wide computer conversion and wish him well.
As of November 13, 2015, Mr. [redacted]'s Synchrony account had received a full refund. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, this was not charged to a Synchrony credit card, it was charged to a Discover Card. On November 17th I did receive a $234.84 credit to my Discover card for the mattress cover that was returned. I filed a dispute with Discover and on 11/22 they provided me a full credit of the total original charge of $7,120.18. I still need a refund to my Discover card $6,885.38, which represents the bed and the base that was cancelled and consequently never delivered. At that time the Discover dispute can be settled.
This is a classic example of the issue with Select Comfort, they have no idea what they are doing. They have the correct credit card information that was included with the order and apparently those associated with actual returned items know how to properly credit the right account. Don't know who they gave the credit to on a Synchrony account, but it wasn't me because I don't have such an account. Thanks.
Keith [redacted]
Final Business Response /* (4000, 12, 2015/12/04) */
December 3, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
As of November 13, 2015, Mr. [redacted]'s Discover card account had received a full refund.
$7120.18 10/12/15 Charge
-$6885.34 11/06/15 Credit
-$234.84 11/13/15 Credit
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2015/10/28) */
October 28, 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 has been resolved. Ms. [redacted]'s Home Delivery Return Service...

pick-up is scheduled for October 31, 2015, and she has already been refunded due to a system error.
We apologize to Ms. [redacted] for any inconvenience and wish her well. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2015/10/29) */

Initial Business Response /* (1000, 8, 2016/01/04) */
January 4, 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 refund. Mr. [redacted]'s refund for $273.98 settled on December 23, 2015. We understand that this was a tremendous inconvenience and appreciate his patience.
Best regards, Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2015/12/15) */
December 15, 2015
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 order and delivery. We understand that this has been a tremendous inconvenience.
We shipped Mr. & Mrs. [redacted] a King Modular Base, which was delivered via UPS and they are scheduled for delivery of their p5 King Mattress tomorrow, December 16, 2015. The Home Delivery technicians will assemble their whole bed during their visit.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 11, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Today is 12/16. I just got off the phone with delivery man who cancelled the bed delivery because of the lack of a base. We still have no base. It has been 8 weeks and we still have NO BED! Oh and I never did get a phone call from the district manager. I think that is the only way this is going to be resolved!
Final Business Response /* (4000, 13, 2015/12/16) */
December 16, 2015
Case # [redacted]
Update: We're so sorry; the information provided yesterday was not entirely correct. Mr. & Mrs. [redacted]'s mattress will be delivered and assembled today, December 16th. However, the free modular base will be delivered via UPS by end of week. We understand that this is an additional inconvenience for Mr. & Mrs. [redacted] and we apologize.
Best regards, Legal Correspondence Analyst
Final Consumer Response /* (3000, 15, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The mattress was NOT delivered/set-up on Dec. 16th! The delivery guy cancelled because we didn't have the base yesterday. We currently have a queen size bed, we ordered a king size bed...we had nothing for them to put it on. I called to set my 3rd delivery date...and after being put on hold for an extended period of time the lady told me she would call me right back...but never did. Will I get my bed (that I ordered in October) by New Years? Seriously!

Initial Business Response /* (1000, 12, 2016/01/26) */
January 26, 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 experienced in...

reaching out to our company regarding their warranty concern and return. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their order. Their bed is scheduled to be picked up by our Home Delivery Return Service team on February 6, 2016. We understand that this was a tremendous inconvenience and appreciate their patience. We refunded the Home Delivery & Set-up Service for $179.99, to their Synchrony account as a token of our apologies.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 14, 2016/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2015/12/17) */
December 17, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. [redacted].
Our records indicate that Mr. [redacted] purchased a Sleep Number(r) p5 Queen...

Mattress, a Queen FlexFitTM 3 Adjustable Base, some bedding and Home Delivery Service at one of our retail stores on November 13, 2015. Mr. & Mrs. [redacted]'s mattress and adjustable base were delivered on November 21, 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. Our Exchange and Return Policy and 25-Year Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register and all sales literature related to our FlexFit product reflects its no-return policy. All policies, the terms and conditions of sale and the limited warranty are available to anyone interested and we invite all prospective customers to read them, ask questions and understand them before making a purchase.
The Sales Professional who assisted Mr. & Mrs. [redacted] went over the terms and conditions of sale in detail and Mr. Lamb signed their Customer Order (copy available upon request) as well as initialed the respective disclaimer, 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] did choose to return their mattress for a refund of $1,982.00 using our Home Delivery Return Service, which will be scheduled soon. We're sorry, we cannot accommodate Mr. [redacted]'s request for authorization to return their Queen FlexFitTM 3 Adjustable Base.
We're sorry the mattress has not worked out for Mr. & Mrs. [redacted] and wish them well.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 11, 2015/12/08) */
December 8, 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 request to exchange his Split King to a one-piece King bed.
Mr. [redacted]'s complaint was discussed and resolved today with mutual satisfaction. 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 /* (2000, 13, 2015/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept their response, although it took two calls to the corporate office with no response the first time. It wasn't until I mentioned the Revdex.com that they finally responded. I appreciate your help and hopefully everything follows through as mentioned from their company.

March 23 , 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].  ...

One of our Customer Advocacy Managers called out to Mr. [redacted] and the complaint was resolved with mutual satisfaction.  We’re terribly sorry for the error and consider this matter closed.   Regards, Customer Advocacy Escalation Consultant

April 17, 2017 Revdex.com of Minnesota & North DakotaRE:           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 an m7 Queen Mattress, a Queen FlexFit2 Adjustable Base, and a set of FlexFit Brackets on October 11, 2014.  The mattress was exchanged to an i8 Queen Mattress on November 1, 2014.  The i8 Mattress was installed on November 22, 2014. Ms. [redacted] called our Customer Service Center (CSC) on March 11, 2017 stating Mr. [redacted] was having comfort issues.  She wanted to know what we could do for her because she spent so much money.  We could replace the foam under warranty, if defective.  She asked about upgrading. Ms. [redacted] called our CSC on April 12, 2017 and explained 5 months prior she was sleeping and got a shock that pushed her off the bed and across the room.  She said she heard of another manufacturer was having a recall due to the adjustable bases shocking people and was concerned. We advised we have no such issues. We put her in touch with Leggett and Platt and they said the same.  Per her request, we noted her file that she said she was shocked.  This Select Comfort mattress model does not have any electronics or electrical conductors within it.  All electronics are housed in a pump module under the bed and is connected to the mattress with a plastic hose that is unable to conduct any electricity.  The electronics in the pump module has its output rated as a class 2 electrical circuit, which the National Electrical Code defines as a circuit that inherently limits incendiary and electrical shock events by physical power limiting devices.  The electronics modules are also NRTL listed for safety compliance. We cannot honor her request to replace the bed and assure that there is no way she could have gotten an electrical shock from our mattress.  Best regards,Customer Advocacy Escalation Consultant

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.  Although it is not everything I asked for the company was very responsive to the issue.  I appreciate that and I absolutely love my new bed!

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, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she 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 her order.
We have credited Ms. [redacted]'s Synchrony financed account for $210 as a token of our apologies. Again, we are sorry for the delays and appreciate her patience.

Best regards,
Legal Correspondence Analyst

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. & 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. A Trial Return pick-up has been scheduled for February 18, 2016. Mr. & Mrs. [redacted]'s will receive a refund within 2 weeks of return. We regret we have lost Mr. & Mrs. [redacted]'s business.
Best regards,
CS Correspondence Specialist

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 January 8, 2016. We have credited Mr. [redacted]'s financed account $193.49 for his Home Delivery Service, as a token of our apologies. We understand that this was a tremendous inconvenience and appreciate his patience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 13, 2016/01/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They did what we asked of them, to make things right.