Sleep Number Corporation

June 19, 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 King c4 Mattress, Modular Base and an InBalance Layer on May 22, 2017.  At that time we were having a fulfillment issue with one of the components of the bed and had longer than normal lead times.  This is definitely not the norm and has affected numerous customers.  We were unable to expedite the order based on missing product.  We’re sorry if the notification of extended lead times was not conveyed at the time of purchase.   In looking at Mr. [redacted]’s file the bed has shipped and he should have received an email confirmation of this with the UPS tracking numbers.  He can certainly reach out to our Customer Service Center if he does not have the tracking numbers.  Per UPS, the last location of the bed was Sharonville OH as of 2:49 PM today, June 19, 2016. We’re truly sorry for the delay and are confident Mr. [redacted] will be sleeping well soon.   Best regards, Customer Advocacy Escalation Consultant

August 3, 2017   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 customer, Mr. [redacted].   Our position remains the same.  We apologize for the delay in getting out the parts.  Had they been available, we would have gotten them out sooner.   Our beds are component based so we offer many options to assist with comfort issues.  We know that comfort is unique to every individual, so we have additional components available to help our customers get the best sleep experience possible.  Our Comfort Team is highly trained in knowing if, and which, additional parts will help achieve the best sleep. They know that if one side of the mattress is higher than the other, only one lift is needed to level out the mattress.     Mr. [redacted]’s parts were delivered August 2, 2017.  Again, we apologize for the delay and know the additional pieces will resolve the issues.  We encourage Mr. [redacted] to reach out to our Customer Service Center should he have any additional questions or concerns.   Best regards, Customer Advocacy Escalation Consultant

Final Consumer Response /* (2000, 12, 2016/01/12) */
With the help of the local Sleep Number store, the issue has been resolved. Please close this case.

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

our customer Mr [redacted].   Mr. [redacted]  is currently working directly with one of our Case Managers and they have come to a solution with mutual satisfaction.    We apologize for the inconvenience and appreciate that he is continuing to work with us.   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 not satisfying to me but apparently I don't have a choice with this dishonest company but to accept that the resolution will never be to my liking and I will not get a refund. so this is over but I do want to say: to sleep number sorry I am not a genius and can not do math off the top of my head when you give me a refund price that includes me paying $400 but only give me one price that I am paying for which is pick up of 179$.  There would be no problem if from the beginning you would have verbally told me I would owe 405$ and why despite what is in your policy, be verbally up front with your customers. Then there would be no problem. I understand sleep number has its policies but I have never dealt with a most dishonest, dissatisfying company and this is not my first purchase for a mattress or large purchase. I will do everything in my power to make sure people know what a horrible company sleep number is and The poor quality of your over priced products. I hope one day you will be exposed, I know for sure you will only continue to have unhappy customers.

May 26, 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] chatted with us on 4/24/17.  He asked if he could order a...

mattress over the phone or if he had to go to the store.  Our Customer Service Representative (CSR) said they could place the order via chat.  Mr. [redacted] gave our CSR his information, an account was created, and an order for a cSE Queen Mattress was initialized.  Mr. [redacted] left the chat. On 4/25/17 Mr. [redacted] went into our store and placed an order for a Queen cSE Mattress.  Later that day he called our CSC and asked to have a coupon applied to his order.  When our CSR typed in Mr. [redacted]’s information it pulled up the account just created via chat.  Our CSR verified the order and applied the coupon, said the store didn’t put through the payment, took his financing information and pushed the order through.  This created a second order.  It was not a revision/cancel of the order placed in the store. He called us and stated he got two emails and wanted to make sure he only had one order.  Each time he called and our CSR pulled up his file they only saw one order as there was one in each account.  The information was the same in each account—one cSE Mattress; one charge. Mr. [redacted] called again saying he was charged twice; our CSRs continued to say they only saw one charge.  One of our managers found that there were two accounts and verified via UPS tracking that both mattresses were delivered.  He never received the second mattress so we started a trace with UPS and advised that we needed a police report should they confirm it was delivered. Mr. [redacted] has decided to return his mattress.  We will credit back the funds for the second order once we have all the documentation.  We’re terribly sorry for the confusion and wish him well. 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. Sleep number has reached out to me. I have received a new base to my bed with the warranty starting from the day it was delivered. They also are crediting my account for 3 payments because of my inconvenience and I guess not blowing my top at them. I tried being very calm and apparently this helped a lot. Thank you for your help.

January 10, 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 customer, Mrs. [redacted].  ...

  Mrs. [redacted]’s case was escalated to one of our Customer Advocacy Managers and they resolved the matter with mutual satisfaction.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 11, 2015/08/26) */
August 26, 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. & Mr. [redacted] purchased a Sleep Number(r) c4 Queen...

Mattress with Sleep IQ, a Queen FlexFitTM 1 Adjustable Base, an Headboard Bracket, a Total Protection Mattress Pad, an In-Balance Layer, a Latex Pillow, a Down-Alternative Pillow, two In-Balance Pillow Protectors and Home Delivery Service at one of our retail stores on April 24, 2015. Mr. & Mr. [redacted]'s bed was delivered on May 7, 2015.
On May 19th, we sent our Home Delivery technicians team back to set up a complimentary Legs Kit and the Sleep IQ, since WiFi credentials had not been secured at initial delivery. The Legs turned out to be unnecessary.
On June 4th, Mr. [redacted] called customer service about the mattress shifting, so we sent our technicians team out to re-bolt the mattress to the base.
On July 22nd, Mr. [redacted] contacted our Customer Service department to say that his mattress was hanging over the side of his base. Our Customer Service Representative asked him to measure his mattress in 3 locations to see if it was a warranty issue. Mr. [redacted] said he was physically unable to perform the measuring and disconnected the call.
On August 5th, Mr. [redacted] called to say that the mattress was shifting again and wanted it "fixed." We shipped a new Cover (entire mattress shell) and sent our technicians back again to install the Cover on August 17, 2015.
The sliding of the mattress on 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. We do not believe this complaint is a defect in materials or workmanship; it is not a warranty issue.
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."
Mr. [redacted] has told us that both he and Mrs. [redacted] are handicapped. While we certainly sympathize with Mr. & Mrs. [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. & Mrs. [redacted] would be best served by sleeping on a mattress and base designed for their unique medical/physical needs and encourage Mr. & Mrs. [redacted] to discuss their needs with their treating physician(s).
On August 7th, Mr. [redacted] declined our offer to take a return on his mattress and base. We will continue to honor Mr. & Mr. [redacted]'s 25-Year Limited Warranty on their c4 Queen Mattress and FlexFitTM 1 Adjustable Base, but we believe we have done all we can do to address this concern and will not be replacing parts (or sending technicians) again for this particular issue.
Please note that the offer presented to Mr. [redacted], to return only the mattress and adjustable base for a refund is limited to 30 days from today's date and will expire on September 26, 2015. If Mr. & Mrs. [redacted] elect to take advantage of this limited-time offer, there will be a Home Delivery Return Service fee of $179.99 deducted from the refund and the Home Delivery & Set-up fee will not be refunded. No return on bedding accessories.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/06/18) */
June 18, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
Our records indicate that Mr. [redacted] purchased a Sleep Number(r) 5000 King Mattress...

and Modular Base set at one of our retail stores on December 23, 2003.
Mr. [redacted] called our customer service on November 6, 2008 and on May 31, 2011, both times to complain that parts in his bed were broken down. We generously replaced components at no charge to Mr. [redacted], as an exception to his 20-Year Limited Warranty. Mr. [redacted]'s 20-Year Limited Warranty states,
"What is not covered:
Conditions arising from normal wear and tear. (Conditions arising from normal wear and tear include, but are not limited to: mattress cover compression, foam compression, or discoloration of components.)
Damage from tampering with any component or from opening the Firmness ControlTM System.
Damage from misuse or abuse of the warranted product or component.
Damage from laundering or dry-cleaning.
Acts of God, such as but not limited to lightening damage."
What we will do:
Select Comfort, at its option, will repair or replace the defective product or component at a cost to the original purchaser based on the following table. The "price" is the price of the defective product or component at the time the warranty claim is made, or the price of comparable product or component if the original product or component is no longer in production.
For example, if a warranty claim arises 12 years after the original purchase date, the cost to the original purchaser would be 68% of the price (that is, 20% plus 4% for each of the 12 years) and Select Comfort would be responsible for the remaining 32% of the price.
Select Comfort reserves the right to substitute products or components of equal or better quality, and to use or deliver refurbished products or components, in the repair or replacement of any product under this limited warranty.
We're sorry, we cannot accommodate Mr. [redacted]'s request for any component replacement again at no charge. Mr. [redacted] can call us at [redacted] to discuss his concerns and we will replace any components deemed necessary under the terms of his 20-Year Limited Warranty.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2015/12/23) */
December 23, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he has experienced in reaching...

out to our company regarding the delivery of his order. Mr. [redacted]'s new Cover was delivered via UPS on December 14, 2015. We understand that this has been a tremendous inconvenience and truly appreciate his patience.

Best regards,

Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2016/02/15) */
February 15, 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) Split King i10 Mattress and Split King FlexFit3 adjustable base was installed on January 5, 2016. We have applied a credit to Mr. & Mrs. [redacted]'s Synchrony Financial account. We hope this helps ease some of their frustration.
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 5, 2015/06/03) */
June 3, 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 and resolved today on June 3, 2015, with mutual...

satisfaction. We had intended to provide Mr. [redacted] with a full refund. We sincerely apologize to Mr. [redacted] for any inconvenience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They gave me a full refund i'm extremely grateful that Revdex.com does what it does! Thank you Revdex.com you guys are great! Thank you!

Initial Business Response /* (1000, 13, 2016/01/27) */
January 27, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he experienced in reaching out...

to our company regarding his order and delivery. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected his order. Mr. [redacted]'s bed was delivered on January 20, 2016. We applied an appeasement to his Synchrony account 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, 15, 2016/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Andy from the corporate office, listened to my concerns and help get the issue resolved. A delivery date was scheduled and they even called to reschedule to a sooner date. After reaching the right people things happened. I was a little disappointed that the company did not respond to this complaint process until after delivery. Hopefully they will reconsider their processes to make for a better experience for customers. I am happy with the final outcome.

Initial Business Response /* (1000, 8, 2016/01/26) */
January 26, 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 trial return. We understand that this was a tremendous inconvenience and appreciate his patience. We approved a return for refund of Mr. [redacted]'s mattress pad. We will refund his credit card upon receipt of the mattress pad as a token of our apologies.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)

May 22, 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]’s bed has shipped and, per UPS tracking, all boxes but one will be delivered on May 24, 2017.  That box has a UPS tracking number but no movement since May 17, 2017.  The box has been reordered and expedited.    Per our Terms and Conditions of Sale, Sleep Number Beds are estimated to for delivery in our standard delivery areas within 2 weeks.   The email confirmation that Mr. [redacted] received is an auto-generated blanket email that states the bed will ship from our warehouse in 5-7 days, which is usually the norm.   The system did not know of the foam delay we are experiencing.   We truly apologize for the delay and are doing all we can to reduce our backlog and fulfill aging orders.     Best regards, Customer Advocacy Escalation Consultant

I am rejecting this response because:As offered in the past correspondence the choice of materials as well as the poor workmanship and design in this pillow caused it's premature failure.   The result is that the pillow needs to be replaced well within their warranty.   Due to the high price paid and warranty their associate offered, the pillows outer cover should be immediately replaced under proper client services.   A look at all the other complaints against Sleep Number show the poor service they offer to all clients after purchase.  We will continue to pursue a replacement and use other social media sources to record our dissatisfaction.   If the Revdex.com needs to close the case, please mark it as unsatisfied and allow others including media to review their poor stance.   Thank you !

October 31, 2016     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 her Sleep Number Queen m7 w/SIQ Mattress and Modular Base online with our Chat Team on October 14, 2016.  The bed was delivered via UPS on October 21, 2016.   Ms. [redacted] chatted in to our Live Chat Team October 25, 2016 around 9:00 AM CST and stated she did not get legs with her new bed.  Our Customer Service Representative (CSR) pulled up her order and advised that she did not purchase legs with her bed and went on to explain that the legs are listed as optional on the base page as well as on the legs page of our website.  Additionally, the modular base is designed to replace a box spring in a bed frame.  Our CSR let Mrs. [redacted] know she could order the legs right on the website.  Mrs. [redacted] then asked how she could ship back the bed and was told she would need to speak with our returns department and was given the phone number and hours of operation.  The chat was ended.   Approximately 50 minutes later Mrs. [redacted] chatted in again.  She was upset about the hold time and was advised that she should be close to the front of the queue, Monday and Tuesday are our busiest times of the week, and that we appreciate her patience.  The chat was ended.  We apologize for the long hold times.  We are coming off of our largest sales event and moving into the holiday sales time which is causing higher than normal call volume leading to longer hold times.    Ms. [redacted] called our CSC about a half an hour later and stated that she purchased her bed but it did not come with legs.  Our CSR once again explained that legs are an optional accessory that can be purchased.  Mrs. [redacted] told our CSR that the picture on the website shows legs and that she expected to get them with her base.  Our CSR offered to check with her supervisor to see what we could do to help.  When our CSR came back to the line she again explained that legs were optional and would need to be purchased but offered to cover the shipping for Mrs. [redacted].  This is when Mrs. [redacted] asked to be transferred to the returns team.   Mrs. [redacted] is a return customer.  She purchased a 3000 Queen Mattress and Modular Base on December 26, 2004.  The bed was delivered on January 4, 2005 via UPS.  Mrs. [redacted] filed a complaint with the Revdex.com at that time wanting compensation stating her salesman promised delivery in 24 hours. All of our beds are made to order so delivery in 24 hours is not possible.  The bed was delivered 9 days after she placed the order—well within our two week lead time.   Her request for compensation was denied.  On January 7, 2005 Mrs. [redacted] placed an order for our optional legs on our website.  The legs shipped to her via UPS.   Mrs. [redacted] is well aware that the legs do not come with the base and are an optional purchase.  We find her attempt to get free product unethical and will not honor her request for free legs or a no cost return.   Best regards, Customer Advocacy Escalation Consultant

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

in reaching out to our company regarding their recent order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their order. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted] can expect delivery of their FlexFit Headboard Brackets within 5 to 7 business days. Again, we would like to apologize for the frustration Mr. & Mrs. [redacted] experienced due to our computer conversion.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 7, 2016/02/10) */

May 24, 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 Sleep Number® I8 Split King Mattress w/SIQ, a Split King FlexFit3™ Adjustable Base, and several bedding accessories on May 8, 2016.  Mr. [redacted] paid $9064.19 using a MasterCard and Synchrony Financing.  The mattress and base were delivered on May 19, 2016 by our Home Delivery Service Team. Mr. [redacted] states the bed didn’t work for him from the very first night.  Mr. [redacted] called out Customer Service Department on May 20, 2016 and explained his situation.  Our Customer Service Representative went over comfort solutions and offered to send additional foam to customize the bed for Mr. [redacted].  Mr. [redacted] accepted this offer.  Additionally, they spoke of exchanging the mattress to a firmer model.  Mr. [redacted] was very receptive to all suggestions and recommendations. Mr. [redacted] called two more times on May 20, 2016 questioning what the initial rep had told him.   He called our Customer Service Department on May 21, 2016 reiterating what was discussed on his prior calls.  On May 23, 2016 Mr. [redacted] called in to return the mattress, stating while it was comfortable, he did not want it.  He mentioned it was comfortable but did not work for him but Mrs. [redacted] really finds comfort.  He asked about exchanging and was upset that there would be a fee to have the Home Delivery Team come back out to the home.  Our Sales Professionals are expected to provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our products.  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 the return policy is printed on all printed sales literature advertising the respective products.  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 went over the terms and conditions of sale with Mr. [redacted] in detail and Mr. [redacted] signed his Customer Order as well as initialed each respective disclaimer relative to the items they purchased (copy available upon request), including the following: “…You are responsible for the risk of loss and for shipping fees for returning or exchanging any product.  Home Delivery Return Services are available at an additional cost.” We’re sorry the i8 Sleep Number Mattress is not working out for Mr. [redacted] and would like the opportunity to work with him to find a Sleep Number Mattress that will.  We cannot accommodate Mrs. [redacted]’s request to waive the Home Delivery Fees.  This is a not a complimentary service.  It is common for convenient services that require the high cost of fuel and labor to be priced accordingly.  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. The salesperson requires the copy of the Customer Order to be signed and each pertinent disclaimer initialed by the customer.  By signing and initialing, Mr. [redacted] acknowledged he was aware of the terms and conditions of sale.  Mr. [redacted] has already spoken with our Customer Service Department and asked that we note his file that he wants to return the mattress but does not want to pay the Home Delivery fees.  There are other options to set up a return.  We can send prepaid labels ($29.99 each) or address labels to use with the shipper of his choice—we could not quote a price for this option.  We will process Mr. [redacted]’s mattress return once he contacts us to process the return. Best regards, Customer Advocacy Escalation Consultant