Sleep Number Corporation

October 21, 2017   Revdex.com of Minnesota & North Dakota             RE:        Mr. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to...

respond regarding the complaint of our customer, Mr. [redacted].   Mr. [redacted] purchased a FlexTop King p6 Mattress and a FlexFit2 Adjustable Base on 8/8/17 and the product was delivered on 9/16/17.   We apologize for the experience regarding our ability to attach his existing headboard to the new frame.  It seems there was confusion surrounding what we are actually able to do.  We can attach the headboard brackets to our product but attaching non-Sleep Number furniture is a liability/insurance concern so our technicians are not able to do anything further.  We did offer to cover the cost of hiring a handy man to attach the headboard as a gesture of goodwill.   The adjustable base is a final sale item per the Terms and Conditions of Sale.  Our representatives do go over the Terms so our customers can make the final decision on their purchase.   Mr. [redacted]’s 100 Night In-Home Trial Period ends on 12/25/17.  If he wishes to return the mattress he must contact us before that date.   We cannot honor a return on the adjustable base.  We have an obligation of fairness to our customers and cannot make his request an exception.   We appreciate the feedback and will use this as a coaching opportunity.   Best regards,  Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 11, 2016/01/22) */
January 21, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Lt. [redacted].
We're sorry for the delays Lt. & 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. Lt. & Mrs. [redacted]'s E-King p5 Mattress & Modular Base were delivered on December 29, 2015. We understand that this was a tremendous inconvenience and appreciate their patience. We are crediting their MasterCard for the cost of the bedding, $269.97 plus an additional $100.00 as a token of our apologies. We hope this helps ease some of his frustration.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2015/12/14) */
December 14, 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 delivery. We understand that this was a tremendous inconvenience.
Ms. [redacted]'s bed was delivered on December 4, 2015.
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.)
Yes the bed was finally delivered after 64 days. They were paid $4500 on October 2 2015. I was promised the bed by October 15. I am disabled with terrible back pain. Because the horrendous "customer service " I was forced to sleep in a chair and pay for a motel when I couldn't stand it anymore. People should be warned about buying from this disreputable company. Especially if they are disabled. Shameful!

February 6, 2017   Revdex.com of Minnesota & North Dakota   RE:        Mr. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].  ...

Mr. [redacted] purchased a Queen I8 Mattress with a Modular Base and several accessories on March 15, 2009.  Mr.  [redacted] is now missing segments on his remote display making it difficult to see what number he has his bed set to.   With the advancements of technology over time we are always innovating and improving our products.  As a result of new technology, we have upgraded our Firmness Control Systems.  At this time both the pump and remote need to be replaced because our new remotes are not compatible with your older pump system. We have replacement options available that are more favorable than what would be given under the Limited Warranty as we understand the inconvenience.  We are offering specialty pricing that is very close to what the previous remote warranty replacement costs were, but gives the added benefit of a completely new pump system. In the spirit of good customer service, we have shipped the new Firmness Control System to Mr. [redacted].  The new system is shipping via UPS directly to Mr. [redacted]’s home.  We have also sent out some O-rings per Mr. [redacted]’s request.  The O-rings will be sent via US Mail.   We have made two attempts to reach Mr. [redacted] to discuss this, but he has not returned our calls.   We believe once Mr. [redacted] receives his new Firmness Control System this matter will be resolved.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 9, 2016/01/29) */
January 29, 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) Queen Dual c2 and modular base is scheduled to be delivered February 6, 2016 to their son. We have approved an appeasement back to their VISA. We hope this helps ease some of their frustration.
Best regards,

CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 11, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the response. Please clarify "we have approved an appeasement back to their VISA." We would also like to have verification that the bed will actually be delivered on 02/06/16.
Thank you!
Final Consumer Response /* (2000, 17, 2016/02/08) */
Final Business Response /* (4000, 13, 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].
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. According to our records Mr. & Mrs. [redacted]'s Sleep Number(r) Queen Dual c2 Mattress and Modular base was delivered to their son on February 6, 2016. We refunded their Visa on January 31, 2016 as a token of our apologies. We hope this helps ease some of their frustration.
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 11, 2016/01/21) */
January 20, 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 delivery. His beds were delivered on January 13, 2016. We understand that this was a tremendous inconvenience and appreciate his patience. We did apply an appeasement to his Visa as a token of our apologies.
Best regards,
Legal Correspondence Analyst

April 9, 2016 Revdex.com of Minnesota & North Dakota RE:  Mr. [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customers, Mr. [redacted]. We apologize we were initially unable to find Mr. [redacted]’s order for...

the Pillowology Pillow purchased September 7, 2013.  As Mr. [redacted] stated, the Sales Professional rang up the order as an accessory order due to Mr. [redacted] not having an existing file in the system.  We appreciate Mr. [redacted] providing the order number so we could find his purchase.  Mr. [redacted] stated the pillow “has prematurely broken down” and asks that we replace it.  Mr. [redacted] has been told via email with our Customer Service Department that we cannot replace the pillow for normal wear and tear.  Flattening of a pillow is not a manufacturing defect.  Per the pillow’s Limited Warranty provided on an insert in the pillow packaging: Select Comfort Corporation warrants to the original purchaser that the accompanying product will be free from defects in material and workmanship for a period of 5 years from the original invoice date.  This Limited Warranty does not cover conditions resulting from normal wear and tear.  Use of the product diminishes the loft of the filling material.  Since this is an anticipated characteristic of the product, Select Comfort makes no warranty with respect to the natural compression of the filling material.  All cleaning must be done in accordance with the care instructions.  ANY IMPLIED WARRANTIES APPLICABLE TO THE PRODUCT, INCLUDING ANY WARRANTIES OF MERCHNATABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ARE LIMITED IN DURATION TO THE DURATION OF THIS WRITTEN LIMITED WARRANTY.  We cannot accommodate Mr. [redacted]’s request to replace his pillow for normal wear and tear.  Please understand that Sleep Number has an obligation of fairness to maintain for all of our customers and we cannot make Mr. [redacted] an exception to this obligation. Best regards, CS Correspondence Manager

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, Mrs. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they have experienced...

in reaching out to our company regarding their refund. We understand that this has been a tremendous inconvenience and thank them for their patience.
We credited Mr. & Mrs. [redacted]'s Synchrony Visa (ending in 2181) for $400.15 December 5, 2015 and credited their Visa (ending in 3825) for $1499.84 and $200.00 on December 5, 2015.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sleep number has issued our refund. Thank you!

Initial Business Response /* (1000, 9, 2015/07/15) */
July 15, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
Our records indicate that Mr. & Mrs. [redacted] purchased a Sleep Number(r) i10 Split...

King Mattress, a Split King FlexFitTM Adjustable Base, an Adjustable Base Bed Strap, a Lyocell Sheets set, a Total Protection Mattress Pad, four Pillows, and Home Delivery Service (complimentary delivery & set up) at one of our retail stores on May 26, 2012. Mr. & Mrs. [redacted]'s bed was delivered on June 14, 2012.
The reported issues are only on one side and only on Mrs. [redacted]'s side of the mattress. However, we have replaced the Sidewalls and added a Bolt Cap Kit with free Installation (ordered 12/31/12); replaced the Foam Base Pad (ordered 1/8/13); the Memory Foam Topper Pad (ordered 1/22/13); the Cover (entire mattress shell), and added a Shark Bite Clamps Kit (to doubly secure mattress to base) again with free Installation (ordered 1/30/13 and installed on 4/4/13).
The sliding of the mattress on one side of the adjustable base is likely the result of dragging the Cover when entering and exiting the bed. This condition will just continue to repeat even after parts are replaced or added. We asked Mrs. [redacted] to measure the width of the Cover on May 14, 2015 and the Cover dimensions showed it has not stretched.
While we certainly sympathize with Mrs. [redacted]'s medical condition, we do not 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 Mrs. [redacted] would be best served by sleeping on a mattress and base designed for her unique medical/physical needs and encourage Mrs. [redacted] to discuss her needs with her treating physician(s).
We will continue to honor Mr. & Mrs. [redacted]'s 20-Year Limited Warranty on their i10 Split King Mattress and a Split King FlexFitTM Adjustable Base, but we believe we have done all we can do to address this particular issue. We will not replace Mr. & Mrs. [redacted]'s mattress with a new or different model or a different size bed.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 11, 2015/07/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off and foremost WE DID NOT ORDER OR RECIEVE 4 PILLOWS!!!
I do not believe it is the way I get into and out of the bed as to why the pad slides off as much as six inches or more. I
was advised by my Sleep Apnea specialist to purchase any type of bed that had a comfort level and one I could raise the
head of it to breathe easier. ( By the way they have used the sleep number bed in our sleep clinic for a few year's now. I
have spoken to my specialist and he has advised me NOT to sleep in this bed any longer for my health I would be safer on
the floor)
I was also highly pressured into this bed by the so-called Sleep Specialist John [redacted] out of the Green Bay Wi. store.
After we had looked at the bed once this man called me at least every couple of days telling me how miserable I would be
with my back until I changed to the sleep number.. We would have gone with the single mattress to start with but John
[redacted] insisted if I was one who tossed and turned my spouse would feel every time I moved in the bed. (such as getting up
and going to the bathroom which I do several times I night)
Sleep Number has not taken me seriously since my first complaint. Which was made within a couple of months after we got
the bed. I have pictures of my spouses hand coming up and all the way thru the padding in several places. Now someone
please tell me why if your merchandise is so high quality is it full of gigantic tears within a couple of months.
I am not looking for a hospital quality bed (as you pointed out)I could have bought one of those for a much lesser price I
am sure than what we payed for this piece of what I am calling over priced padding NOTE[redacted]cheap garbage.
I do not believe what you try and get tested for in the Sleep number Stores are the same quality as you recieve in your
home purchase. They swap it with much cheaper materials, as we noticed the comfort level was not nearly the same after a
couple of days of sleeping on the actual bed. We figured that was because our bodies hadn't adjusted yet.
I am So tired of not being taken seriously by Sleep Number and I don't think they should get away with baiting and
switching coustomers like this (my own opinion). They have never taken me serious in my complaints other wise they would
have offered me a solution other than swapping the same pads out back or doing whatever they claim they've done when I
kept complaineing. They have ignored my pleas for assistance and have at time been quit rude I was quit rude as well.
I am no longer sleeping in this bed I am affraid I am going to fall out and break my bones. Instead I sleep in our spare
bedroom on the mattress we had previously to buying sleep number or on the new sofa we bought. I can not find any comfort
what so ever in the Sleep number bed any more. I wake up hardly able to move for hours at a time. My back ache has started
to improve ALREADY just by going back to my old bed.
I feel this should have been looked into much more seriously than it had been. I don't care that it only occurs on my side
of the bed. If what they had replaced or what ever had not cleared the problem I feel something a whole lot more should
have been done to figure out just what the problem was deep down. Poor workmanship has been known to happen in products
and I believe this is the problem with my bed.
I am just absolutly sick about Sleep Number still refusing to offer a resolution and I am now stuck with a nearly
$8,000.00 bed which I can not sleep on and has now separted me from sleeping in the same room with my hubby. There has to
be another solution and I will be looking into contacting the Attorney Generals office with my complaint next. I feel we
spent far to much money for me to just drop the whole thing. We are not rich by a long shot!! I am tired of not being
heard!

September 16, 2016     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 show Ms. [redacted] purchased a Queen c2 Mattress w/SIQ and a Queen FlexFit3 Adjustable Base and some accessories September 5, 2015.  The bed was to be delivered via our Home Delivery Team September 14, 2016.  Ms. [redacted] requested a 4-8 timeframe.      All of our deliveries are route based, meaning that we plan the routes based on the deliveries in the area.  We do our best to meet all of our customer’s requests but unfortunately that is not always possible based on proximity to HUB where the product will be loaded and Department of Transportation Regulations.    Ms. [redacted]’s actual delivery timeframe was 11-3 but something came up where our techs were able to move her to a 3-5 timeframe.  Our technicians kept in touch with her the day of delivery with an update at 4:30 PM that they were running late and called again 20 minutes before arrival to let her know they were on the way.    Ms. [redacted]’s bed was actually delivered within the 4-8 timeframe she requested and as such we consider the matter closed.     Best regards,   Lisa Marie [redacted] Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2016/03/12) */
March 12, 2016
RE: Mr. & Mrs. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the...

frustration they have experienced in regards to their mattress sliding off the Adjustable Base. We understand this was a tremendous inconvenience and appreciate her patience.
According to our records, Mr. & Mrs. [redacted] purchased an iLE FlexTop King Mattress and FlexTop King FlexFit1 Adjustable base along with some bedding accessories on August 30, 2014.
Mr. & Mrs. [redacted] had the mattress cover replaced February 14, 2015 and the topper pad replaced March 17, 2015. The cover was replaced again on February 23, 2016 and our Home Delivery Team went out to install on March 11, 2016.
Mr. & Mrs. [redacted] are requesting that we replace the entire bed or give them a refund. Mr. & Mrs. [redacted] are outside of the 100 Night In Home Trial, so we could not take a return at this time. They also asked that the entire bed, mattress and adjustable base be replaced. The adjustable base does not have anything to do with the mattress sliding, and as stated earlier, we just replaced the cover. We believe this issue to be resolved.
Best regards,
CS Correspondence Manager
Initial Consumer Rebuttal /* (3000, 7, 2016/03/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Select comfort did come out and replace some items on March 11, 2016.
For now this problem seems to be resolved, yet I would like to keep this complaint open for a while to see if I start having the same issue again, since Select Comfort has been there several times already and replace items and it failed to remedy the problem.
Final Business Response /* (4000, 9, 2016/03/16) */
March 16, 2016
Select Comfort Customer # [redacted]
RE: Mr. & Mrs. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up in regards to the complaint of our customer, Mr. & Mrs. [redacted].
Since Mr. and Mrs. [redacted] state that the issue is resolved, we see no reason to keep the complaint open.
Best regards,
CS Correspondence Manager

Initial Business Response /* (1000, 5, 2015/11/04) */
November 4, 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 was an inconvenience and appreciate her patience.
Ms. [redacted]'s complaint was discussed and resolved with mutual satisfaction. Her trial return pick up is scheduled for November 11, 2015.
We're sorry the bed has not worked out and wish her well. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/11/04) */

I am rejecting this response because: what they do not state that we paid over 400.00 for the first replacment and felt that this was fair, has for the 30 day warranty how the heck do you now that pillow top is going to wear thin and make holes also I do not need a new bed just a new pillow top and remote.

March 8, 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]. Our...

records indicate that Ms. [redacted] purchased a Twin Long p5 Mattress, a Twin Long FlexFit2 Adjustable Base and a Total Protection Mattress Pad on February 18, 2017.  The mattress was received in the store and the bed was scheduled to be delivered on March 4, 2017 via our Home Delivery and Set-Up Service.   On March 2, 2017 Ms. [redacted] was given notification of her four hour delivery window.   The delivery window is given to our customers once the route has been created and is typically done 24-48 hours prior to the scheduled delivery date.  Ms. [redacted] called our Customer Service Center (CSC) stating that that the delivery timeframe was too late for her.  Our Customer Service Representative (CSR) explained she could not change the timeframe because the route had already been created and timeframes given out and if Ms. [redacted] needed a different timeframe she would have to reschedule.  Our CSR stressed in looking for a different date Ms. [redacted] would lose the date of March 4, 2017.  Ms. [redacted] requested a different date.  When checking the schedule our CSR advised the soonest date we would be back in her area again was March 14, 2017 at which point Ms. [redacted] asked for a supervisor. Ms. [redacted] explained her situation to the supervisor and he reached out to our Routing Team and they were able to move Ms. [redacted]’s delivery date up to March 11, 2017.  Our supervisor stated that he would request a timeframe prior to 4:00 PM and let her know it was just a request, not a guarantee.  Although disappointed, she accepted the date. We use a route based delivery method meaning the routes set up are based on the location of our customers in regards to the HUB where we load the truck and the days we are in the area.  We’re terribly sorry for the delivery delay and want Ms. [redacted] to know we are doing all we can to deliver as soon as possible and within the timeframe she is looking for. Best regards,Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2015/11/20) */
November 20, 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.
We credited Ms. [redacted] Synchrony account for $265.00 on November 8, 2015.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This credit has yet to appear on our synchrony bank credit card account please confirm when this credit posted also the shipping was requested to be refunded as well. please let us know if that something you can handle as soon as possible the account was logged into today and did not show a credit of 265 .00? Please notify us when you have confirmed the credit has cleared.
Thank you
Final Business Response /* (1000, 14, 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, Ms. [redacted].
We credited Ms. [redacted] Synchrony account for $108.65 on November 4, 2015 and for $165.20 on November 8, 2015.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst

I am rejecting this response because:  So now the warranty is a limited 20 year.  It's funny how I keep hearing a little something new everytime.  The problem here is that the warranty was never explained to us in the first place.  As u said before, their last response was that the warranty is clearly stated in stores, on the receipt and in the owners manual.  We were never in a store, our receipt printed of the Internet explains nothing and we didn't get an owners manual.  Our circumstances are unique.  We fell through the Sleep Number cracks.  Yes I love the bed.  It's , wonderful, life changing.  That doesn't mean a problem couldn't develop.  The dip in the bed became noticeable a couple years ago.  I assumed it was part of what to expect from an air mattress.  I delayed calling because of that.  I had no idea it could just be the foam topper.  I understand they have a warranty and a warranty process, but that needs to be made very clear to every single customer.  I don't ever want anyone to be in our shoes, so I am passing along our story to every friend and social outlet I can.  My husband and I are both on Disability.  We struggle just to make ends meet.  We were lucky enough to have some extra money to buy the bed in the first place.  We chose a company we thought was fair and trusted.  We knew we could not be buying another bed anytime soon. The above response I found to be insulting and disrespectful.  I feel like that person is being a little condescending and rude.  I am not a child and I do not have limited understanding.  I am also not on trial here.  So they have no obligation to us, as customers we mean nothing.  If there is no obligation to us as customers then who are they obligated to help?  I'll be sure to pass that along to.  I worked in customer service retail for 23 years.  I would have been fired for this kind of treatment.  What happened to the customer is always right?  There are extenuating circumstances in every situation.  There are always exceptions to the rule and if we don't qualify for that no one does.  So apparently the product isn't as good as I thought, if the warranty is only limited in the first place.  Guess they don't really stand behind their product after all.  They talk about fairness and treating all their customers equally.  Hopefully I am not an example of that because they have done neither.  If I'm an example......  How the mighty have fallen.  I don't think we are asking for the impossible here.  It's a foam topper.  It's the right thing to do in our situation.  I don't know how that can't be seen here.  Sleep Number is certainly not the company I thought it was in quality, customer service or fairness.

October 31, 2017   Revdex.com of Minnesota & North Dakota   RE:        Mr. [redacted] Case #[redacted]     Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Mr....

[redacted].    Mr. [redacted] purchased a Queen c4 Mattress, a Queen Modular Base, and a mattress pad on October 14, 2017.  The bed was delivered via our Home Delivery and Set Up Team on October 27, 2017.  Mr. [redacted] financed the $2161.48 purchase through Synchrony Financial.   On October 27, 2017 Mr. [redacted] called our Customer Service Center asking how to raise the head of the bed.  Our representative explained he had a modular base not an adjustable.  Mr. [redacted] got very upset stating that’s not what he ordered and hung up on the representative.  We have notes in his file stating he wanted the adjustable base but did not want to pay the extra money for that feature.   Mr. [redacted] called our Customer Service Center on October 30, 2017 and set up a return.  The mattress and modular base are scheduled to be picked up on November 17, 2017.   We don’t want to see Mr. [redacted] miss out on the benefits of a Sleep Number Bed and can most certainly revise the order to swap out the modular base for an adjustable base if he wishes.  Mr. [redacted] would be responsible for the difference in cost.  The modular base is $299.99 plus tax and the FlexFit1 Adjustable Base, which had the ability to raise the head, is $1999.99 plus tax.  Mr. [redacted] can contact us any time prior to the pick-up of the current product to process the exchange.   Best regards, Customer Advocacy Escalation Consultant

January 29, 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].    A family friend purchased a p6 Split King Mattress and Split King FlexFit Adjustable Base for Mr. [redacted] on September 22, 2013.  The bed was delivered to Mr. [redacted]’s home on October 3, 2013.   Mr. [redacted] is working directly with someone from Leggett and Platt regarding current issues with his adjustable base.   He is also working directly with one of our Customer Advocacy Managers.   He is covered under the 25 Year Limited Warranty.  Due to his purchase date, he is currently in the prorated portion of his warranty.   We will monitor and ensure all issues are fully resolved for Mr. [redacted].      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. Part of the issue was the extended time for someone to pick up (28) minutes and another 30 minutes she put me on hold. Very poor customer service. If I hadn't asked for a manager there would not have been resolution.

Initial Business Response /* (1000, 11, 2016/01/21) */
January 20, 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 his order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed his order. We have credited Mr. [redacted]'s Visa the $24.99 he paid for the Tech-e Pillow at the store.
We understand that this was a tremendous inconvenience and appreciate his patience. We hope this helps ease some of his frustration.
Best regards,
Mary [redacted]
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 13, 2016/01/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)