Sleep Number Corporation

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 Ms. [redacted] experienced in reaching out to our company...

regarding her order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed her order. We understand that this was a tremendous inconvenience and appreciate her patience. Ms. [redacted]'s Sleep Number(r) Full c2 Mattress is scheduled to be delivered via UPS by the end of the day February 18, 2016. Our Home Delivery technicians are scheduled to install the mattress on March 11, 2016. We have credited her account as a token of our apologies. We hope this helps ease some of her frustration.
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 8, 2015/12/07) */
December 7, 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 order and delivery. We understand that this has been a tremendous inconvenience.
Ms. [redacted] delivery and setup is scheduled for December 11, 2015. We truly appreciate her patience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2015/12/04) */
December 4, 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 and refund. 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 20, 2015, Mr. [redacted]'s has received the following credits:
$128.73 11/10/15 Am. Express
$224.17 11/10/15 Am. Express
$1,180.01 11/10/15 Am. Express
$10,137.48 11/20/15 Check
Sleep Number and Synchrony Financial are separate companies. Due to federal laws protecting the privacy of consumer's financial information, Synchrony cannot provide or discuss our mutual customer's financial transactions or any other facts regarding their individual accounts. Sleep Number cannot cancel Mr. [redacted]'s agreement with Synchrony. We recommend Mr. [redacted] contact Synchrony directly at [redacted] with any questions.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

March 20, 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 customers, Ms....

[redacted].    Ms. [redacted] purchased a Half King DualTemp Layer from one of our stores on February 24, 2018.  Two days later Ms. [redacted] returned the layer to the store.  The store advised they would take care of it for her.  The following day the store contacted our Customer Service Center to get UPS labels to return the layer which was at the UPS store on March 3, 2018.  The tracking last shows the layer in West Columbia, South Carolina on March 6, 2018.  There is currently no further activity.  We need the product back prior to crediting a refund.   Ms. [redacted] contacted our Customer Service Center on several occasions and ended up connected to one of our Case Managers.  Our Case Manager explained the package is in limbo and worked with our Order Management Team to post the refund for Ms. [redacted].  The majority of Ms. [redacted]’s refund posted on March 13, 2018.  Our Case Manager contacted Ms. [redacted] to advise the remaining $60 will be coming back to her in the form of a check and set a follow-up to ensure the check was received.    We apologize for the frustration and inconvenience this has caused.  There should have been more investigation when we noticed no further movement at UPS since March 6, 2018. We will use Ms. [redacted]’s experience as a coaching opportunity to ensure we are doing all we can for customer resolution.    Kind regards, Lisa Marie [redacted] Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2015/12/16) */
December 16, 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 the delivery of her bed. We understand that this was a tremendous inconvenience. Ms. [redacted]'s bed was delivered on December 12, 2015.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The bed was promised on December 11, 2015, not December 12th.
We have not received a written apology, as requested.
To add insult to injury, the delivery drivers damaged our brand new--as in, less than 2 hours in our home-bedroom furniture; we were promised contact by the company within 24-48 hours...and according to form, we've not heard anything from Select Comfort.
I've attached a picture taken December 12, 2015 while the delivery team was still on site.
Final Consumer Response /* (3000, 29, 2016/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please read more carefully: I did not infer the delivery truck drivers were circus performers.
And allow logic to guide your comments, lest they become even more libelous: The bed and foundation were delivered by two men; the voice in your recorded call belongs to one delivery driver, whilst the second delivery driver...who we heard talk with accented speech...stood by.
The interpretation of the damage having been buffed over and lacking rough edges and/or splinters was likely due to the fact that a heavy, yet smooth, object was just shoved across the bed frame.
I have included a copy of the invoice/delivery receipt.
Final Business Response /* (4000, 31, 2016/03/15) */
March 14, 2016
RE: Mrs. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mrs. [redacted].
Mrs. [redacted] forwarded the Delivery Ticket for her bedroom furniture. The invoice shows the furniture was also delivered on 12/12/2015. We have sent this information over to Xogistix. They do our Home Deliveries on the East Coast. They will be investigating the damage claim going forward and will reach out to Mrs. [redacted] to discuss their findings.
Best regards,

CS Correspondence Manager

Initial Business Response /* (1000, 8, 2016/01/29) */
January 29, 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. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed their order. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted]'s Sleep Number(r) FlexTop King iLE Mattress was delivered January 6, 2016. Their FlexTop King FlexFit2, Stone, 2 Remotes is scheduled to be delivered January 30, 2016 between 11:00 A.M. and 3:00 P.M. We have provided an appeasement back to their Synchrony Financial account. We hope this helps ease some of their frustration.
Best regards,

CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/02/08) */

January 10, 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.  All calls into and out of our Customer Service Center are recorded.  When Mr. [redacted] called us to order the parts, there was no mention of the interest rate of the Synchrony Financing.  Again, when he purchased the cover and toppers for his bed, all Mr. [redacted] asked was if he would be billed all at once, would he get terms or did he need to speak with Synchrony.  Our Customer Service Representative explained he would need to speak with Synchrony about the terms and gave Mr. [redacted] the phone number to reach them.  Mr. [redacted] ended the call by telling our CSR “You’ve been great!”   In his rebuttal, Mr. [redacted] questioned who would pay 29.99% when he could have purchased a bed with no interest.  Mr. [redacted] did not contact us to purchase a bed.  He contacted us to purchase component parts for his bed.  Most retail issued credit cards on the market offer a 29.99% interest rate.    We’re sorry, but we cannot honor Mr. [redacted]’s request to give him promotional financing terms on his recent order.  These are the terms of and conditions of the financing for which he applied and the paperwork stating this was sent to him after the purchase of the bed.   Mr. [redacted] can certainly try to take this up with Synchrony should he wish, but Select Comfort can do nothing about this.   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.   The bed was delivered on Saturday March 11th at 2:30 pm.  This only happened because the sale rep that sold me the bed got involved and he contacted someone iin Scheduling and was able to make sure that they accommodated my request.   The two man delivery team was excellent and they communicated to me all day about the time they would be arriving.  It was after they installed the bed that they told me the team that was scheduled to deliver my bed did not show up for work and scheduling was going to reschedule my delivery but this team of drivers took my delivery instead so I give the delivery team high marks.   The scheduling team is the worst I ever dealt with and if it was not for Revdex.com getting involved I would still be waiting for the bed to be delivered.

Initial Business Response /* (1000, 5, 2015/07/09) */
July 9, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
Mr. [redacted]'s complaint was discussed and resolved today with mutual...

satisfaction.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as they do what they said they would then select comfort has satisfied me.

I am rejecting this response because:
These are complete lies!  Watch the commercial. It shows the woman rolling onto her side and the bed adjusting to fill in the gaps. It does NOT do that.  Look at their print materials regarding this mattress. It said "senses movements and automatically adjusts". Again TOTAL LIES!!!  The salesperson even told us to buy the i10 mattress because it will adjust automatically when you roll to your side or start snoring. It doesn't do any of that!  If this isn't a latent example of false advertising, I don't know what is. There was never any mention of "responsive air" keeping the bladder inflated when the temperature changes. This was not what was described to is at any point of the research or sales process. We asked no fewer than 4 times if the bed adjusts automatically to our sleeping position and they said a resounding YES.  This is why we bought this mattress. The ONLY REASON we purchase this brand and this model.  Please watch the commercial and tell me if it doesn't show the bed adjusting automatically. I want a full refund!!!

Initial Business Response /* (1000, 8, 2016/02/03) */
February, 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 recent bed order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed Ms. [redacted] order. We understand that this was a tremendous inconvenience and appreciate her patience. Ms. [redacted] elected to cancel her order and her entire purchase price was refunded. We regret that we have lost Ms. [redacted]'s business due to our computer conversion.

Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 10, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response of my experience not their normal mode of operation and company wide computer system conversion is a bold face lie. I was told EACH and EVERY TIME when I had to call that my delay was due to supplies not being in. Why are they hiding behind the computer system conversion story? I find their statement false and they are not fooling anyone. While I did receive my refund it only happened because I pushed to find out where my money was. This entire experience has opened my eyes to what TRUE customer service is and Select Comfort needs to return to the basics of business and treat people the way THEY would want to be treated. I hope my experience helps save someone else from wasting their time and money with this company.
Final Consumer Response /* (2000, 11, 2016/02/05) */

June 14, 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].   We...

found a file with the address and phone number submitted on the complaint.  The name on the file is different but the information given in the complaint matches up with the notes in the file.    On March 20, 2015 a Queen p5 Mattress w/SIQ, a Queen FlexFit 3 Adjustable Base, a mattress pad and two pillows were purchased.  March 23, 2015 we received a call asking us to cancel the order due to our two week delivery lead time.  The status of the order allowed us to cancel the adjustable base off the order.  The accessories had shipped so we could not cancel and the mattress status did not allow for a cancel or return at the time.   The customer was advised they could return the accessories to the store and that we would cancel the mattress when the system allowed.   A stop payment was put on the check used for the purchase and the check was returned to us.  The accessories were refused but did not get checked in as returned which resulted in a claim to Certegy.   Due to an internal system conversion and personnel transitions, unfortunately, the claim did not get reversed when the items were checked in.  We are currently working with Certegy to get the documentation requested in the complaint and are deeply sorry for the error.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2015/07/09) */
July 9, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to outline our perspective regarding the complaint of our customer, Ms. [redacted].
Our records indicate that Mrs. [redacted] (Mrs. is the complainant's...

mother and purchaser) purchased one Sleep Number(r) p5 Full Mattress and Modular Base, some bedding accessories and Home Delivery & Set-up Service at one of our retail stores on October 1, 2012. Mrs. [redacted]'s bed was paid for using a GE financed plan and was delivered on October 12, 2012.
Select Comfort's Limited Warranty at the time of Mrs. [redacted]'s purchase, was a term of twenty years. The terms of the 20-Year Limited Warranty agreement are provided to customers at the point of sale. 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.
On April 13, 2015, Ms. [redacted] called our customer service requesting to replace her Foam Topper Pad. This was the first and only time we had received a complaint from anyone regarding this purchase. Because Mrs. [redacted] is in her third year of ownership, we would cover 72% of the cost to replace the topper pad under the terms of the limited warranty. Ms. [redacted] got upset when asked to pay the pro-rated portion or $55.72 for a new topper pad.
Obviously, since Ms. [redacted] disposed of the bed, Sleep Number is unable to consider a return. We deem the trial period an adequate timeframe to honor a return. Mrs. [redacted]'s 30-night in-home trial period expired on November 13, 2012. We are sorry the mattress did not work out for Mrs. [redacted] and/or Ms. [redacted] and wish them well.
Please feel free to contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because the topper pad was not the only issue, but it was the mattress it had split in two. And I asked for a new mattress. And they said I would have to pay for it. I don't understand why I have to pay for a bed that is defective and it supposed to last for 20 years. And yes I did get rid of bed because I no longer could sleep on and continue to have back problems due to the mattress being split in two.
Final Business Response /* (4000, 9, 2015/07/13) */
July 13, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
To reiterate, Ms. [redacted] disposed of the bed. We are sorry the mattress did not work out for Mrs. [redacted] and/or Ms. [redacted] and wish them well.
Please feel free to contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

August 29, 2016     Revdex.com of Minnesota & North Dakota   RE:        [redacted] & [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our...

customer, Mr. and Mrs. [redacted].   Mr. and Mrs. [redacted] have been working directly with one of our Customer Advocacy Managers and together they have come to a resolution that was mutually agreed upon.                                     �...⇄                                         ...⇄   Best regards, Customer Advocacy Escalation Consultant

August 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 customer, Mr. [redacted].   Our records indicate that Mr. [redacted]...

purchased a Split King i8 Mattress w/SIQ, a Split King FlexFit3, 2 Twin Extra Long Total Protection Mattress Pads and 2 Specialty Pillows on May 16, 2015.  The bed was delivered via our Home Delivery Install and Set-Up Team on May 26, 2016.   Mr. [redacted]’s complaint states that the problem first occurred on June 16, 2016 and that he contacted Select Comfort on July 8, 2016, July 13, 2016, and August 4, 2016.  All calls into our Customer Service Center are recorded, as well as our chat sessions.  Our records show the first call from Mr. [redacted] was on August 3, 2016. This call came in from a phone number other than the phone number listed on the complaint.  Mr. [redacted] explained to the Customer Service Representative (CSR) that when his wife’s side of the bed raises the head and foot, the middle of the mattress sinks down.  Our CSR asked discovery question to try to understand what was happening and ultimately asked Mr. [redacted] to send in pictures to be able to better evaluate the situtation. Our CSR provided the email address and advised to send to his attention.  Mr. [redacted] said he would send the pictures when he got home.   On August 4, 2016 Mr. [redacted] chatted in asking for the email address again.  The CSR gave Mr. [redacted] the email address and offered a second email address so he could help him right there on the chat.  Our CSR waited 8 minutes then asked if Mr. [redacted] was still with him and ended the chat session when he got no reply.  There was no mention of the issue in the chat, just the request for the email address. We have yet to receive the photos at either email address.   On August 8, 2016 Mr. [redacted] called in from the phone number on the complaint asking for a supervisor right away stating no one is helping.  Our CSR asked if there was something she could do to help but Mr. [redacted] said it was the same thing he’d been telling everyone several times and he was tired of telling people the same thing.  Our CSR gathered Mr. [redacted]’s information so she could pass it along to the supervisor.  Mr. [redacted] disconnected before the connection went through.  This call was less than 4 minutes long.   There are no other points of contact by email, chat, or either of the two numbers mentioned above. August 9, 2016 we received the complaint about no one helping him.  We urge Mr. [redacted] to send in the photos and contact our Customer Service Center via the method of his choice.  We’re more than willing to help, but need further information and the pictures.  Mr. [redacted] is within the first two years of his 25 Year Limited Warranty and replacement of any defective product would be covered 100%.      Best regards,   Customer Advocacy Escalation Consultant

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

regarding their warranty 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.
According to our records, on January 2, 2015 Mr. & Mrs. [redacted] purchased an X12, FlexTop, King Mattress and Adjustable Base with Home Delivery set up. They also purchased an Upholstered Bed K Ref Sidewing, Charcoal Chenille and bedding accessories. The X12 bed was delivered on February 4, 2015.
On January 3, 2015 an exception was made to allow an out-of-trial exchange on a Queen Dual Temp Layer that had been purchased December 7, 2013. The cost difference of $303.96 was appeased as was the Home Delivery set up/return fee.
On February 27, 2015 we sent our Home Delivery technicians to the [redacted]'s residence to troubleshoot connectivity errors. As a result of the troubleshooting we set up a no-charge warranty replacement for the DualTemp, HCS without Remote. There was no charge to Mr. & Mrs. [redacted] for the service call or warranty parts.
On March 14, 2015 the replacement DualTemp, HCS without Remote was installed and was operating normally when the technician left the Mr. & Mrs. [redacted]'s residence.
On March 25, 2015 we completed troubleshooting with the customer over the phone and appeased two remotes for their DualTemp layer.
On November 11, 2015 our Home Delivery technicians reinstalled the customer's X12 at the [redacted]'s new residence.
On December 17, 2015 we replaced 2 Remotes, FlexFit 3 at no charge.
On January 6, 2016 our Home Delivery technicians reinstalled the [redacted]'s X12 bed but were unable to resolve the cross-binding issue with Mr. & Mrs. [redacted]'s DualTemp layer.
On January 27, 2016 we appeased 2 DualTemp remotes at no charge. Mr. & Mrs. [redacted] can expect their delivery via UPS within the next 2-3 weeks.
Best regards,
CS Correspondence Specialist

I am rejecting this response because: This is the most falsified response anyone could write. Me and my husband can not believe not only were we lied to or should I say misguided through the sale of this bed we are continually being lied to. Everything within the sale to the finishing false response has shown me and my husband this is the most disgusting company all the way around anyone could come in contact with. What we are thankful for is we are both employed with the 2 largest employers in Oklahoma which means we are going to make sure every person as many persons we come in contact with we share our disgusting experience with the sleep number company from being misguided to being totally lied about what was exactly said within all conversations. With this being said word of mouth means a whole lot for a business if you are individuals or a company that does not believe that carma will come back around especially with people that work around hundreds of people everyday. In addition I want everyone that works for sleep number to realize if it wasn't for customers you wouldn't have a job right. If all you have to say is lies in your responses leave your responses to yourselves because obviously that's all the people of sleep number know how to lie to the customers. Everything said in that response is totally falsified statements. Thank you Revdex.com for allowing me to write the most truthful complaint and response.

April 11, 2016 Revdex.com of Minnesota & North Dakota RE:  Mr. and Mrs. [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customers, Mr. and Mrs. [redacted]. Our position remains the same.  To reiterate, the terms of the Limited Warranty agreement are provided to customers at the point of sale. 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. Replacement component parts are guaranteed from manufacturer defects up to 30 days from the customer receiving the component part.  If there is a defect after the 30 days, the warranty coverage will revert back to the original warranty. Mr. and Mrs. [redacted]’s cover was replaced under warranty on February 19, 2014 and they called to replace on March 25, 2016.  This was almost two years after the original replacement. Mr. and Mrs. [redacted] initially requested we replace the entire bed and is now requesting we replace just the pillow top cover and remote.  We have already agreed to do this for them.  We will replace the parts per our original offer of 50% off his out of pocket expense.  This offer is more than fair and, again, we will hold the offer until April 24, 2016.  Mr. [redacted]’s file has been noted with this offer. Best regards, CS Correspondence Manager  [redacted]

Initial Business Response /* (1000, 5, 2016/02/03) */
February 3, 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 bedding item 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]'s Comforters, CYPC, Down, Light Warmth, Queen were delivered via UPS on February 2, 2016. We, again, apologize for the delays in delivering their bedding items.
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 10, 2016/01/18) */
January 18, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up 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 damage claim. Mr. [redacted]'s bed was delivered on June 3, 2014.
Mr. [redacted] was contacted directly by our Field Supervisor on January 4, 2016, regarding his damage claim. Again, we apologize for any inconvenience and hope Mr. [redacted] enjoys his Sleep Number bed.
Best regards,
Legal Correspondence Analyst