Sleep Number Corporation

September 16, 2016   Revdex.com of Minnesota and North Dakota   Select Comfort Customer # [redacted]   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 Split King i8 Mattress and FlexFit2 Adjustable Base along with several bedding accessories on August 30, 2016.  The bed was delivered via our Home Delivery Team on September 10, 2016.   We’re sorry for the misunderstanding regarding the removal of Ms. [redacted]’s waterbed.  Waterbeds are considered furniture and as such we cannot remove them.  The Sleep Number Home Delivery Install and Removal policy only covers the removal of mattresses and box springs (from any company) and adjustable bases purchased through Sleep Number due to liability issues.    Ms. [redacted] contacted our Customer Service Center on September 10, 2016 and in the spirit of good customer service her Home Delivery fee was refunded.  The credit settled on our side on September 11, 2016 and can take 5-7 business days to post on her MasterCard.  We consider this matter closed and are happy Ms. [redacted] is part of the Sleep Number family.   Best regards,   Customer Advocacy Escalation Manager

Initial Business Response /* (1000, 8, 2015/12/23) */
December 23, 2015
Case # [redacted] (previous case # [redacted])
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
Ms. [redacted]'s complaint was initially addressed on...

September 22, 2014. We're sorry that Ms. [redacted] is not sleeping comfortably. Ms. [redacted] might be a single-sleeper trying to sleep in between the two dual air chambers in her mattress. We can exchange her dual air chambers for a single air chamber (no need to exchange the pump) if she would like to call us at [redacted]. Please note that due to a company-wide computer conversion, shipping may take 4-6 weeks.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2016/01/15) */
January 15, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Dr. [redacted].
We are so sorry for the numerous delays Dr. & Mrs. [redacted] experienced in reaching...

out to our company regarding their complete delivery. We understand that this was a tremendous inconvenience and cannot express the depth of our sincere apologies. The Full Adjustable Base was delivered to Dr. & Mrs. [redacted] on January 6, 2016. We hope the appeasements helped ease some of their frustration.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2016/01/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

March 12, 2016
RE: Ms. [redacted]
Case # 
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the frustration she has experienced in getting her refund.
According to our records, Ms. [redacted]'s bed was returned on February 26, 2015 via our Home Delivery Team. Per our Terms and Conditions of Sale, "refunds will be issued to the original form of payment within approximately 21 days from the date returned."
It is strongly recommended that Ms. [redacted] make any required payments while waiting for the credit to post. We do not want her credit impacted by not doing so. Any overage paid will be returned to her by issuing bank.
We are sorry the bed did not work out for Ms. [redacted] and wish her well.
Best regards,
CS Correspondence Manager

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, 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.
We credited Mrs. [redacted]'s Synchrony account for the balance of $449.37 December 2, 2015.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2015/12/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

February 28, 2018 Revdex.com of Minnesota & North Dakota RE:        Ms. [redacted]Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted]. Our records...

indicate that Ms. [redacted] purchased a Queen c2 Mattress, a Queen Modular Base and a set of Standard Legs online on February 6, 2018.  The bed was delivered on February 12, 2018 via UPS for self-installment.  Our website does not offer the option to purchase a single chamber queen mattress, it defaults to a dual chamber mattress.  We do offer to exchange dual to single and single to dual within the first year of ownership.  If the exchange takes place within the 100 Night In-Home Trial, there is no cost to the customer.  Outside the trial, the customer is responsible for the return shipping.  Ms. [redacted] chatted in on February 17, 2018 after doing some troubleshooting on the pump.  Based on the results of the troubleshooting, we replaced the pump.  The pump was delivered on February 21, 2018.  When Ms. [redacted] asked about exchanging to a single chamber she was advised to call our Customer Service Center.  She called us on February 22, 2018 and we exchanged the dual chambers and dual pump to single.  The parts were shipped UPS and are scheduled to be delivery February 28, 2018.  Our techs will be going to the home on March 10, 2018.  Ms. [redacted] can certainly install the parts herself so she can get into the single chamber bed sooner.  We apologize for the inconvenience but do not feel it warrants appeasements. Once the new pump was received, the bed was in working order.  Once the single chamber parts are delivered, the bed can be converted.  Ms. [redacted] has the option to install the parts once received or wait for our technician.  Best regards,Customer Advocacy Escalation Consultant

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

experienced in regards to the delivery of her recent Sleep Number purchase. We understand this was a tremendous inconvenience and appreciate her patience.
According to our records, Ms. [redacted] purchased an i8 California King Mattress w/SIQ, a California King FlexFit2 Adjustable Base, a Total Protection Mattress Pad, a Lumbar Pillow, and a Specialty Knee Pillow on January 15, 2016.
Ms. [redacted] is working with one of our Customer Advocacy Mangers and her complaint has been resolved with mutual satisfaction. Ms. [redacted]'s bed is currently scheduled to be delivered on March 14, 2016. Once the bed is delivered, we will credit her MasterCard as a token of our apologies.
Best regards,
CS Correspondence Manager
Initial Consumer Rebuttal /* (3000, 9, 2016/03/15) */
As of Monday, March 14th, 2016, the business has not provided a refund, partial refund, nor product. I was told I would have a response today and I have not been contacted and the business has not returned my calls or emails. Thank you.
Final Business Response /* (4000, 11, 2016/03/21) */
March 12, 2016
RE: Ms. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
We apologize that Ms. [redacted]'s delivery did not go as planned on March 14, 2016. Ms. [redacted] asked us to cancel her order, but has changed her mind and continues to work with our Customer Advocacy Manager. Ms. [redacted] is current scheduled for a March 29, 2016 delivery. Once the bed is delivered we will credit Ms. [redacted]'s MasterCard as a token of our apologies.
We appreciate Ms. [redacted]'s decision to go forward with her delivery and are happy she is joining the Sleep Number family.
Best regards,
CS Correspondence Manager

August 28, 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].   Ms....

[redacted] worked with one of our Case Managers and the complaint has been resolved with mutual satisfaction.   Best regards, Customer Advocacy Escalation Consultant

I am rejecting this response because:  Mr. Joel [redacted] called me to work towards satisfying my issues.  Mr. [redacted] exhibited courtesy and determination to resolve my issues.  Thanks to his efforts, my bed has been totally returned to its design.  Unfortunately, the communicative dysfunction of SN agents and first level managers resulted in much ongoing pain for me.  That dysfunction remains today.  A second issue became obvious during repair to my bed.  Ms. [redacted] from Leggett/Platt contacted me, was pleasant and was able to identify the problem immediately as the "hinges" connecting the three base segments.  This obviously was a well-known problem, and [redacted] was very sure that changing out the hinges would solve my problem.  And they did.   The "hinge" is essentially a flat hard-plastic plate utilized to join adjacent segments and to keep them aligned together.  The hinge movement is nothing more than a 'necked-down" seam that allows bending about that narrowed axis.  It is obviously fatigue failure from repeated flexing of the two segments.  This "cheap hinge" is perhaps applicable to a toy, but not to a high-value bed component!  My bed is fixed for now - but a repeat fix is inevitable!  A secondary issue is an apparent conflict between SN and the flex-bed base manufacturer Leggett/Platt.  Tech's from one company were not allowed to check or work on the other's hardware; each now have separate warranties.  With this problematic hinge, the warranty is useless.  I had to pay an additional $175 for a Leggett tech to replace my hinges.  I will have to repeat this cost in another 3-4 years; which is not a viable warranty!  I have sought Leggett/Platt refund of my cost due to inferior design.  But an equitable solution for SN and customers is to bring the flex-base operation up to 25-year expected lifetime.  I require no other SN action.  However I recommend their insistence that the Leggett/Platt hinge problem be resolved or a different base supplier sought.

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. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he experienced in reaching out...

to our company regarding his order and delivery. We understand that this has been a tremendous inconvenience and regret that we have lost his business due to our company-wide computer conversion.
Mr. [redacted]'s American Express was credited in full for $1,609.11, 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.)
our money was refunded

Initial Business Response /* (1000, 8, 2016/01/15) */
January 15, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they experienced in...

reaching out to our company regarding their refund. We refunded their Synchrony financed account for $317.99 on December 29, 2015. We understand that this was an inconvenience and their patience. The delay was due to our company-wide computer conversion.
Best regards,

Legal Correspondence Analyst

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 on November 3, 2015.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/11/04) */

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, Mrs. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they 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 affected their order and delivery. Their bed was delivered on December 23, 2015. We understand that this was a tremendous inconvenience and appreciate their patience. We did apply an appeasement to their Discover card as a token of our apologies.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 13, 2016/01/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

March 12, 2016
RE: Ms. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the frustration she has experienced in getting her refund.
According to our...

records, Ms. [redacted] purchased a c2 Queen Mattress and Base on 9/7/2015. On three different occasions Ms. [redacted] called into our Customer Service Center with questions on exchanging the c2 Queen Set to a c4 Queen Set. On October 19, 2015 we left a voicemail for her with the price quote and financing information requesting she call us back to process the additional amount.
The original order was cancelled on October 30, 2015. On November 8, 2015 a check was sent to the address of record in the amount of $193.94 and the remaining balance of $969.73 settled to Ms. [redacted]'s Synchrony Financing on November 11, 2015.

We are sorry Ms. [redacted] had a change of heart and wish her well.
Best regards,
CS Correspondence Manager

February 14, 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 King p6 Mattress and our Home Delivery and Set-up Service on November 6, 2017.  The mattress was delivered on November 18, 2017.  Ms. [redacted] paid for her order with Synchrony Financing. On January 4, 2018 Ms. [redacted] called us to set up a return on the mattress because it was not what she was expecting.  Our representative offered her comfort solutions but Ms. [redacted] declined.  Our representative gave Ms. [redacted] the return options and Ms. [redacted] chose to have our technicians come out to pick up the mattress.  The fee for our Home Delivery Team to come out to the house to delivery and/or pick up is $179.99 plus tax.   Per our Terms and Conditions of Sale “shipping and delivery fees are non-refundable and do not include any return/delivery service which is available for an additional charge.”  Additionally, the terms specifically state: “You are responsible for the return shipping/delivery fee associated with returning or exchanging any product to us.” The difference in the price paid versus the refund is the amount of the delivery service fees.  We have an obligation of fairness to our customers and cannot make Ms. [redacted]’s request for a full refund an exception.  We sorry the mattress did not work out for her and wish her well.  Kind regards,Customer Advocacy Escalation Consultant.

June 15, 2016 Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].   I reached out to Mrs. [redacted] to resolve her issue.  Her email address ([redacted]@aol.com) has been removed from our systems and...

I advised her that it can take up to 30 days for it to totally delete.  Going forward she will not receive any solicitations from Select Comfort unless otherwise directed by her.     We sincerely apologize to Mrs. [redacted] for any inconvenience.   Best regards,   Legal Correspondence Analyst

Final Consumer Response /* (2000, 5, 2015/12/07) */
Thank you for your assistance. We received our refund today. Please let me know if you need any other details.
Thanks again,

Initial Business Response /* (1000, 10, 2016/01/19) */
January 19, 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 concerns. Ms. [redacted] elected to return her bed for refund. Upon receipt, Ms. [redacted] will receive two credits to her Synchrony account, $4,000 and $3,000, and a check for 437.72 will be mailed to her. A pre-paid UPS return shipping label has been mailed to Ms. [redacted] for the return of her Total Protection Mattress Pad. Upon receipt of the mattress pad, a check refund for $232.09 will be mailed to her. This will provide Ms. [redacted] with a FULL refund.
We're sorry the bed has not worked out for Ms. [redacted] and we wish her well.
Best regards,

Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 12, 2016/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I am rejecting this response because:This isn't a matter of policy, this is a matter of horrific customer service. They failed to mention how the day I called in to return the items that I was placed on hold for 40 mins and then hung up on. They portray our situation as if we called in once to fix the account situation and once for the return. From the moment we received the bed, we placed upwards of 15 calls and a minimum of 8 hours trying to rectify the situation. The account issue has never been corrected. The exchange resulted in us returning the bed due to their incompetence and complete lack of respect. I feel as a customer I should be compensated for everything we have had to deal with. They note that they have to treat all customers equally. I promise, if all customers were treated as we were, they would no longer be in business.

Initial Business Response /* (1000, 10, 2016/01/27) */
January 27, 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. Mr. & Mrs. [redacted]'s Sleep Number(r) ILE Split-King Mattress was delivered on January 21, 2016. We understand that this was a tremendous inconvenience and appreciate their patience. We appeased Sheets, Smart Classic, White, Split King which were delivered January 12, 2016. We hope this helps ease some of their frustration.
Best regards,
CS Correspondence Specialist