Sleep Number Corporation

Initial Business Response /* (1000, 6, 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 hope Ms. [redacted] will accept our apologies for the ordering error. I spoke with...

Ms. [redacted] today. I have placed orders to have the technicians install her daughter's foundation and go out her mother-in-law's home to install the base legs. Ms. [redacted] has accepted this action as resolution to her complaint
Please contact me directly if you have any questions.
Best regards,
CS Correspondence Manager
Initial Consumer Rebuttal /* (3000, 8, 2016/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I cannot accept it at this time. Although the legs were delivered via UPS to my mother-in-law today, at this time no one has contacted us to schedule a time to put the legs on, put together our daughters bed nor inspect our bed. I explained to the caller from Sleep Number yesterday that getting the legs put on my mother in law's bed is of the utmost importance because she is struggling getting in and out of bed, thus hurting her back. The caller said she understood.
The caller from Sleep Number did not ask if this would resolve all of our issues. She only stated that they would like to resolve them.
At no time has Sleep Number identified what will be done to compensate my mother in law or daughter for the lack of service and the inconvenience caused by that lack of service. In a very lengthy email to the company, I identified some possible compensation actions which I could not identify in my original complaint through the Revdex.com because of limited text size.
I will attempt to attach a copy of the email to this complaint response since Sleep Number still has not responded to that email. I think it will explain the full issues at hand so they can be better resolved.
Final Consumer Response /* (3000, 17, 2016/03/03) */
Our issue has not been resolved.
The Sleep Number technicians arrived today to put together our daughter's bed. However, they did NOT have a work order to assign them to fix the problem with our King bed. Nor did they have the straps with them that we are supposed to receive. In addition to this, I mentioned in my email to Sleep Number that we never received the USB drive for our bed.
I told the sleep number technician that we were told they would take care of the issue with our bed when setting up our daughter's bed, but he explained that without the work order he couldn't fix it for fear of getting into trouble with the company. I showed him what was wrong with our bed and he reluctantly looked at it anyway. The screws and plastic clips inside the mattress that bolt it to the foundation had never been tightened by the original delivery team. That is why the mattresses were coming apart and coming off the foundations. He tightened them and the mattresses appear to be better situated now. However, we still have not received the straps to hold the two beds together. Nor has anything been said about us receiving the USB drive that the original delivery team failed to give us.
Final Business Response /* (4000, 19, 2016/03/10) */
March 10, 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]. We apologize that the technicians did not leave the blank USB stick at the point of delivery. The USB stick is used for our customers that do not have a smart phone or tablet. It is not necessary for the functionality of the SIQ should the customer have the required devices and is generally taken back if not needed. Ms. [redacted] has been on-line using SIQ and has not phoned in with any issues. Ms. [redacted]'s bed straps were received on 3/3/15 and our delivery team has reached out to schedule the install.
Again, we apologize for Ms. [redacted]'s experience and want her to know we appreciate her business.
Please contact me directly if you have any questions.
Best regards,
CS Correspondence Manager

Final Consumer Response /* (2000, 6, 2016/01/21) */
Received our chambers today by UPS. Thank you for getting our complaint handled so quickly.

I am rejecting this response because:
In my complaint to the Revdex.com, I stated that I received a $200 inconvenience credit.  Once I contacted Sleep Number, I was offered a $500 appeasement.  I stated that I was led to believe that the $500 appeasement was in addition to the $200 credit I already received, and clarified this with a customer service agent.  When I only received a $300 appeasement, I contacted customer service.  That is when I was told that the $500 was a "total" appeasement.  This is my complaint, and why I am asking for the $200 difference in appeasement offered.  It is true that I accepted a $500 appeasement - I accepted it with the understanding (that I had clarified with an agent), that it was in addition to the $200 initial credit.  I don't understand the logic behind offering a customer $500, when they have already given the customer $200.  Were they going to take the $200 back if I didn't accept their offer?  They were not clear in their language, and should have offered a $300 appeasement if that was their intention all along.  In addition, Sleep Number offered bedding AND pillows, and when I accepted the appeasement offer, they changed it to bedding OR pillows.  As stated in my original complaint, due to detrimental reliance, I had accepted their offer and felt forced to lower terms.  Receiving a statement back from Sleep Number, that did not expand or explain any of this, or agree to the terms of my complaint, does not resolve my complaint, and I will not accept it.  By the language of the letter, it dose not appear that they read the entire complaint, or understand the discussion.

Initial Business Response /* (1000, 5, 2015/09/17) */
September 17, 2015
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 Sleep Number(r) iLE Queen...

Mattress (with SleepIQ), a FlexFitTM 3 Queen Adjustable Base, a Total Protection Mattress Pad, two Knee Pillows, two Pillow Protectors, a Tech-e Pillow and Home Delivery Service at one of our retail stores on August 28, 2015. Ms. [redacted] paid for her purchase with a Visa credit card. We are delighted that Ms. [redacted] chose to purchase her second Sleep Number bed and apologize for any confusion.
Our Sales Professionals provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our products. It's a highly structured process. Our Exchange and Return Policy and 25-Year Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register and all sales literature related to our FlexFit product reflects its no-return policy. All policies, the terms and conditions of sale and the limited warranty are available to anyone interested and we invite all prospective customers to read them, ask questions and understand them before making a purchase. The Sales Professional who assisted Ms. [redacted] contends that he went over the items purchased in detail. Ms. [redacted] then signed and initialed her Customer Order Agreement (available upon request).
Ms. [redacted] explains in her complaint that she has serious medical issues. While we certainly sympathize with Ms. [redacted]'s medical condition, 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 want to stress that our salespersons are not trained to sell medical products.
The Surround Silhouette is an item that can be purchased with or without the adjustable base, currently priced at $899.00 (plus t/s) in the queen size. Many customers already have bed frame furniture so they don't need a surround. Please note that the Surround Silhouette can only be used with the adjustable base 6.5" standard height legs.
It seems that Ms. [redacted] would benefit from lowering her adjustable base. The standard legs height is a 5" leg with a 1.5" glide (a glide is the flat bottom foot attached to each leg) making the standard legs height a total of 6.5 inches from the bottom of frame to the floor. Ms. [redacted] can remove the 1.5" "snap-on glides" she has now, which may be all the lowering she needs. Or we could provide Ms. [redacted] with "threaded glides" to be used alone, which would result in the bottom of the frame being only 1.5" - 1.9" from the floor and the top of the mattress only about 10.9" - 11.5" from the floor (extremely low). Finally, we do sell 4" legs that can be used alone, which would bring the bottom of the frame to approximately 4" up from the floor. The legs used alone can scratch a floor, so we recommend you use a rubber furniture cup under each leg.
Ms. [redacted]'s implication that Sleep Number is somehow engaged in a scheme to confuse or deceive our customers, particularly senior citizens, is unwarranted and insulting. Our millions of satisfied customers is a testament to our customer-centric business strategy. Ms. [redacted]'s salesperson noted her customer file on September 4th, that she called the store and was considering changing her order to a king size (anticipating her grandchildren's visits), but he recommended she stay with the queen size. The credit card option Ms. [redacted] is referring to is the option of financing with Synchrony Financial. We sincerely believe that Ms. [redacted]'s salesman had her best interest in mind, but we think that he probably should have mentioned the lower legs option to her.
We are willing to ship Ms. [redacted] a set of 4" legs (# 120744) or "threaded glides" (# 107397) at no charge, to help her get ease of use. If Ms. [redacted] would like to take advantage of this limited-time offer, she should contact us at [redacted] within the next 10 business days. If we don't hear from Ms. [redacted] by October 2, 2015, we will understand that she was not interested in the legs or "threaded glides", or perhaps just removing her current "snap-on glides" was sufficient.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

March 11, 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 King 5000 Mattress and a King Modular Base on 11/19/2001.  The bed was shipped to her home via UPS.   At the time of her purchase Ms. [redacted] had a 5/20 Limited Warranty.   The first 5 years parts are replaced at 100% coverage and then the remaining 15 years have prorated coverage.   The coverage decreases each year on the purchase date.  Mrs. [redacted] is currently covered at 20% under this warranty.    Ms. [redacted] called our Customer Service Center (CSC) on January 23, 2016 to replace her cover due to body impressions.   Our Customer Service Representative (CSR) explained that body impressions were a condition of use, not a manufacturing defect and as such is not covered under the warranty.  Once given the quote Ms. [redacted] said she wanted to discuss with her husband and would call back.     March 31, 2016 Ms. [redacted] called into our CSC from the Maplewood Store and ordered a new cover, topper and sidewalls.  The order was delivered on April 11, 2016 via UPS.     Ms. [redacted] called our CSC on February 15, 2017 stating the cover and topper needed to be replaced again.  Our CSR spoke to her supervisor and they agreed to a one time exception to cover 50% of the replacement cost as a gesture of goodwill.   Per our warranty, “Repair or replacement of a product or component under the terms of this Limited Warranty in no way lengthens the Limited Warranty period.”   Any replacement part has a 30 day out of box guarantee from manufacturing defects and then the warranty on the part replaced reverts back to the original warranty terms. Ms. [redacted] opted to not purchase the parts on this call.  Our CSR noted Ms. [redacted]’s file that we would honor the price quote given for 30 days.   We’re sorry Ms. [redacted] is disappointed.   Ms. [redacted] is requesting replacement parts and we will replace the parts for the amount quoted until March 17th, 2016---30 days from the date the quote was given.  Should Ms. [redacted] call after March 17, 2016 there will be no discount on the order.     Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2015/10/29) */
October 29, 2015
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
Today, we placed an order for our technicians to visit Mr. [redacted] to inspect his...

bed for any defects. Mr. [redacted] will be contacted soon to schedule a convenient date and time.
We sincerely apologize to Mr. [redacted] for the delay and inconvenience. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2016/01/08) */
January 8, 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. & Ms. [redacted] for the delays they experienced in...

reaching out to our customer service and for the delay in the delivery of their bed. This is not our normal mode of operation. We recently implemented a complete computer systems conversion, which affected their order.
Mr. & Ms. [redacted] received delivery on December 16, 2015. We truly appreciate their patience and hope they are enjoying their new Sleep Number bed.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2016/01/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did receive the bed as described. Our concern is that it is under warranty and if an expensive part becomes defective within the warranty period we will not be able to contact the company because of the previous experience which was aweful!!! This wascwithout a doubt the worst customer service/run around we have ever received, especially with an expensive item. We are very cautious to keep the bed.

February 1, 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 5000 King Mattress, a King Waterproof Mattress Protector, and two (2) King Primaloft Pillows on May 19, 2006.  The total of the entire order, including shipping and tax, was $2116.45.   Ms. [redacted]’s complaint states she is disputing $5800 and would like store credit for a new bed because she needs to replace her air chambers every year.    In researching Ms. [redacted]’s file, we found she actually only replaced her chambers one time, on April 4, 2016, since her purchase back on May 19, 2006.  Ms. [redacted] called our Customer Service Center (CSC) on January 27, 2017 and stated her husband’s side of the bed was losing air.  She was advised to swap the hoses so we could figure out if it was the firmness control system (pump) or the air chamber on that side of the bed and was asked to call us back in 24 hours with the results.  If the air loss stayed on the same side, the chamber would have to be replaced and if it moved to the other side, the pump would need to be replaced.  If neither side loses air after swapping the hoses, it was just a loose hose connection. Ms. [redacted] was also given the cost to replace either the pump or the air chamber under her 20 Year Limited Warranty.    Ms. [redacted] chatted in to our CSC twenty-two minutes later and stated that one of the air chambers was leaking.  Our Customer Service Representative (CSR) asked if Ms. [redacted] had done any troubleshooting and Ms. [redacted] reported that she had swapped the hoses and the same air chamber was still losing air.  Our CSR gave Ms. [redacted] the cost to replace under her 20 Year Limited Warranty and Ms. [redacted] said she should not have to pay for a new chamber again.  Our CSR explained the warranty and when Ms. [redacted] did not respond after nine minutes, the chat was ended.   We’re sorry, we cannot accommodate Ms. [redacted]’s request for a new bed, or a store credit.  We have an obligation of fairness to maintain for all of our customers and we cannot make her request an exception.  We will continue to support her under the 20 Year Limited Warranty and should she wish to replace the air chamber, she just needs to contact our CSC.   We recommend placing the order prior to May 19, 2017 as the warranty coverage drops yearly on the original purchase date.        Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 9, 2016/01/04) */
January 4, 2016
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) p5 Split...

King Mattress (with Sleep IQ), a FlexFit2 Adjustable Base, some bedding and Home Delivery Service at one of our retail stores on August 23, 2014. Mr. & Mrs. [redacted]'s mattress and adjustable base were delivered and set up on September 6, 2014.
On September 12, 2014, Mr. & Mrs. [redacted] called customer service requesting to exchange their split king mattress to a one-piece king mattress. We also exchanged their sheets to a king size.
On October 13, 2014, Mr. & Mrs. [redacted] called customer service requesting to exchange their split king/king adjustable base for a king modular base. In the spirit of customer service, we exchanged them to a king modular base. Due to the no-return, no exchange policy on all adjustable base purchases, we did charge a restocking fee. A Home Delivery team removed the adjustable base and set up the modular base on October 25, 2014. Mr. & Mrs. [redacted] received a credit of $2,009.39 on December 26. 2014, for the downgrade to the modular base.
On November 14, 2015, Mr. & Mrs. [redacted] called customer service complaining that the mattress was bowed, so we shipped them a new Cover (entire mattress shell valued at $955.98) via UPS at no charge.
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." Since our components are lightweight, most customers do not find any difficulty in assembling, troubleshooting or replacing a component. Of course, we do understand individual situations and that not everyone can service their own bed. That's when we advise our customers to request the help of a relative, friend, or neighbor for assistance.
Mr. & Mrs. [redacted]'s 100-Night In-Home Trial period expired on December 15, 2014. We're sorry, we cannot accommodate Mr. & Mrs. [redacted]'s request for a return or for any sort of refund. We encourage them to contact us with any questions regarding their comfort.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 11, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes Sleep number is correct that we did contact them several times throughout the year but failed to let you know that the Split king we returned was because their staff didn't install the split king correctly and our mattress constantly came apart. When sleep number came to get the bed their staff stated to me when taking this out of my house that it was NEVER put together correctly. Sleep number also charged me 1000.00 restocking fee for their mistake in putting this bed together INCORRECTLY!! YES Sleep number has shipped a mattress shell free of charge, I was told there would be two shipments, I received one and not the other and haven't heard one word from Sleep number to set up a time to come out, they told me they would call me. I understand there is a 100 day policy on the bed but I have been calling since day 1 with all kinds of problems and sleep number constantly telling me there is nothing they can do past this point. I owe 1900.00 and would accept sleep number meeting me in the middle of the 1900.00 to get this resolved. I think I have paid enough for this bed that is completely the worst investment ever. I think its ridiculous that we had to pay 1000.00 to restock this bed.They also stated that we encourage us to contact them regarding any questions regarding comfort, I've been telling them from day 1 that this bed is horrible with the response that "there is nothing we can do" I don't even want this mattress shell at this point, we don't sleep!!! I want all or part of my balance taken care of so that we can move on and get a good mattress

March 19, 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].    Ms. [redacted] purchased FlexTop King i8 Mattress, a FlexTop King FlexFit2 Adjustable Base, and some accessory items on December 23, 2017.  The mattress and base were delivered via our Home Delivery and Set Up Team on January 2, 2018.  We were contacted afterwards and advised that the SleepIQ account was under Mr.[redacted]’s (her fiancé) brother’s account. Mr. [redacted] was advised that we would separate the accounts and that it would take 7-10 business days.  Sadly, it not happen as advised.  We apologize for the inability to resolve this issue sooner.                 On February 27, 2018 Mr. [redacted] called us wanting to exchange to an Eastern King.  The exchange order was processed and scheduled to be delivered March 13, 2018.  Ms. [redacted] called us on March 10, 2018 to set up a return on everything.  Our Case Manager advised that the adjustable base was a final sale item and set up the return on mattress.  Our Sales Professional went over the Terms and Conditions of Sale with Ms. [redacted] and Mr. [redacted] and he signed off agreeing to the terms (copy available upon request).  The terms state, in part, that all FlexFit Adjustable Bases are fil.   We have an obligation of fairness for all our customers and cannot make Ms. [redacted]’s request to return the adjustable base an exception.  The base can be used with non-Sleep Number mattresses so she can continue to enjoy the ability to raise and lower the head and/or foot of the bed.  We’re sorry the mattress did not work out for them and they find one that suits their needs.   Best regards, Customer Advocacy Escalation Consultant

I am rejecting this response because:I paid $350 for the Select Comfort pump, so this was not covered by any warranty.  At $350, I would be very curious to learn what constitutes "full price" for this pump.

March 31, 2016  RE:        Mr. and Mrs. [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] purchased a Queen c4 Mattress and Base Set on...

March 5/2016 and chose to have the bed delivered via our Home Delivery Set-up Service.  The fee for this service is $179.99 Mr. [redacted] called our Customer Service Center to return the bed on March 29, 2016 and chose the Home Delivery Return Service (disassembly, packaging, shipping and insurance).  This is not a complimentary service.  It is common for convenient services that require the high cost of fuel and labor to be priced accordingly.   Mr. [redacted] escalated to a Supervisor to try to get the service fee waived.  The Supervisor suggested other return shipping methods (using our prepaid UPS labels at $29.99 per box or shipping back via the shipper of her choice—unable to quote) and Mr. [redacted] declined. The Sales Professional went over the Terms and Conditions of Sale with Mr. and Mrs. [redacted] in detail and Mr. [redacted] signed the agreement as well as initialed each respective disclaimer relative to the items they purchased (copy available upon request), including the following: Returns:  All returns must be authorized.  No unauthorized returns are allowed.  If you are returning your mattress, modular base or set purchase un the 100 Night In-Home Trial Policy, you must contact our Customer Service Center (###-###-####) to obtain a Return Merchandise Authorization (RMA) number before returning the bed to us.  Once your authorized return has been completely received by us in a good and sanitary condition, we will reimburse the full purchase price of the items being returned less shipping or Home Delivery Service and Set up fees.    Mr. and Mrs. [redacted] stated that they were told it would cost her $180 to return the bed.  The Home Delivery Return Service is $179.99.  It should be noted that they opted to have the Home Delivery Set-up Service, which is also $179.99.  We cannot accommodate Mr. and Ms. [redacted]’s request to have the initial Home Delivery Set-up fee reversed.  We are sorry the bed did not work out for them and wish them well. Best regards, CS Correspondence Manager Tell us why here...

December 7, 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].   Our records indicate that...

Ms. [redacted] purchased a Queen p5 Mattress, Queen p5 FlexFit+ Adjustable Base, and a Queen Total Protect Mattress Pad on 12/28/2013.  The mattress and base were delivered via our Home Delivery and Set-Up Service the middle of January 2014.   We were contacted on May 11, 2015 by Ms. [redacted] and she told us the cover of the mattress and foam topper pad had ripped.  Our Customer Service Representative (CSR) replaced the pieces under Ms. [redacted]’ 25 Year Limited Warranty.    On January 25, 2016 Ms. [redacted] called our Customer Service Center (CSC) and stated the head of the adjustable base was no longer working.  Our CSR transferred Ms. [redacted] to Leggett and Platt as they are the manufacturer and hold the warranty for the adjustable base.  Our CSR followed up with Ms. [redacted] later in the day to see what Leggett and Platt was able do for her.  Ms. [redacted] stated that she was at work and they needed a number off of the bed.  Our CSR tried to transfer her back to Leggett and Platt now that she was at home, but Leggett and Platt was closed due to severe weather.  Ms. [redacted] stated she would try them the following day.  Per Leggett and Platt, they sent Ms. [redacted] a replacement motor.   The next we heard from Ms. [redacted] was on November 16, 2016.  Ms. [redacted] called in stating the head would not adjust and our CSR transferred to Leggett and Platt.  Ms. [redacted] called our CSC after speaking with them and spoke with one of our Customer Advocacy Managers (CAM).  She explained that Leggett and Platt said they would send a new motor but because of their weight this would continue to be an issue.  Our CAM placed Ms. [redacted] on hold to check with Leggett and Platt and the representative that he spoke with stated Ms. [redacted]’ file was not noted with anything about her weight and the probability of the base breaking again because of it.  Our CAM offered to send out technicians out to install the motor at half price.  Ms. [redacted] stated she didn’t want technicians and wanted to escalate to his supervisor to get her issue resolved.  He transferred the call.   After getting Ms. [redacted]’ voicemail, our supervisor called out to discuss.  Ms. [redacted] stated that our sales professional sold her the base knowing it would not work for her and she wanted a new base, one that does what it’s supposed to do.  Our supervisor explained that once the motor was installed it will function as it should.  Ms. [redacted] again stated that she was told by Leggett and Platt that the base would continue to break due to a weight issue.  Our supervisor declined her request to exchange the base.   Our sales professionals work with people of all shapes and sizes daily.  If the sales professional thought weight to be an issue, it definitely would have been addressed at the point of sale back in 2013.   If Ms. [redacted] feels the current weight of her and her husband now exceeds the weight restriction on the product, perhaps they should look at different product options.   We’re sorry, but we cannot exchange Ms. [redacted]’ FlexFit+ Adjustable Base for another frame.  Ms. [redacted] will continue to be supported by her 25 Year Limited Warranty.   Best regards, Customer Advocacy Escalation Consultant

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, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she has experienced in...

reaching out to our company regarding the delivery of parts. Ms. [redacted] has now received the necessary components, so we can schedule the installation of them. Ms. [redacted] will receive a call today to schedule a convenient date for our assembly technicians to visit. We understand that this has been a tremendous inconvenience and appreciate her patience.
Best regards,

Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 15, 2016/01/11) */
I want to add more information to this case, but you closed it on me before I could reply.
I have been delaying my reply to see the results of the promised visit by a repairperson. The person finally came at the end of last week, but the parts that were shipped were the wrong parts, so the problem remains. I tried to call the merchant's customer service this morning, but they hung up on me after keeping me on hold for one hour and 50 minutes.
In spite of your premature closing of this account, I still am left hanging. Is there any help that you are willing to offer me, or is Revdex.com hanging up on me also?
Final Business Response /* (1000, 21, 2016/02/01) */
January 28, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
The correct parts were delivered via UPS on January 20, 2016. Our Home Delivery technician requested we replace Ms. [redacted]'s adjustable base, which is now scheduled for delivery February 10, 2016. Ms. [redacted] has also spoken to a Customer Service Advocacy Manager regarding an extension on her trial period. Again, we understand that this has been a tremendous inconvenience and appreciate Ms. [redacted]'s patience.
Best regards, Legal Correspondence Analyst
Final Consumer Response /* (3000, 23, 2016/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The facts listed by the business are correct. We are still waiting to see if the next repair on 2-10 solves the remaining problems. The bed still does not feel sturdy or comfortable.

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, Ms. [redacted].
Ms. [redacted]'s complaint was resolved on August 5, 2015, with mutual satisfaction. ...

We're sorry Ms. [redacted] experienced a warranty issue with her sheets set.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 12, 2015/08/26) */
They have refunded my order. Thus, my complaint was resolved. Thank you.

December 22, 2017   Revdex.com of Minnesota & North Dakota   RE:        Ms. [redacted] Case #[redacted]   Dear Revdex.com:   Thank you for the opportunity to follow-up regarding the complaint of our customer, Ms. [redacted].  ...

  Ms. [redacted] purchased a Queen i8 Mattress with SleepIQ and a Queen FlexFit2 Adjustable Base on September 4, 2017.  They were delivered by our Home Delivery and Set-Up Team on September 20, 2017.   On November 14, 2017 Ms. [redacted] called our Customer Service Center and set up a return on the mattress.  She’d been having comfort issues that we could not resolve for her.  The mattress was shipped back via UPS and we signed receipt for it on November 17, 2017.    Per the Terms and Conditions of Sale, refunds may take up to 21 business days to settle to original financial institution.  Ms. [redacted] called us on November 30, 2017 to check on the status of the return and was reminded of the refund timeframe.  She called again on December 16, 2017 stating she did not yet have the refund.  It was discovered at that time that there a system glitch that did not check in the items when they were received.  The mattress was manually received in and her refund settled back to her Visa card the following day.  It may take the receiving institution a few days to post the credit.   We apologize for the frustration the delay in the credit caused, especially within the holiday season.  We cannot honor Ms. [redacted]’s request to credit her more than the amount of the refund.  We did settle the refund within the timeframe we promised.  We’re sorry the mattress didn’t work out for her and wish her well.   Best regards, Customer Advocacy Escalation Consultant

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

to our company regarding his order. Mr. [redacted] elected to cancel his order. We refunded his MasterCard in full on December 18, 2015. We understand that this was a tremendous inconvenience and regret that we have lost his business due to our company-wide computer conversion.
Best regards,

Legal Correspondence Analyst

May 22, 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] purchased a 7000 King Set in June of 2008.  When her account was set up for that order, a different address was on the main file than the address used for shipping.  Our system defaults to the address that the account was opened with.  This is why our representatives were having trouble finding her file and why her confirmations had the wrong address.  Once Ms. [redacted] let us know the wrong address was on her confirmation the order was updated.  Additionally, Ms. [redacted] was told that we could not remove the address and that confirmations would have the address the account was opened with.  The actual order was corrected.   At that time Ms. [redacted] purchased her bed, Sleep Number had Firmness Control Systems that had two wired remotes.  Sleep Number has since stopped manufacturing the wired units and now offers a single wireless remote with our Firmness Control Systems.  The remote has the ability to adjust both sides of the mattress with the push of a button.   In listening to all calls with Ms.[redacted]  the calls oddly dropped as our representatives were asking exploratory questions to help find her file.  Ms. [redacted]  should have been called back, but calls came directly into each representative after the odd disconnects.  We’re sorry for the experience and are using her feedback as a coaching opportunity to prevent this from happening going forward.  We consider this matter closed.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2016/01/25) */
January 25, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for any delays she experienced in reaching out...

to our company regarding her recent bed order. We understand that this was an inconvenience and appreciate her patience. Ms. [redacted] elected to cancel her order so her Visa was credited on January 4, 2016. 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, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have replied to the Revdex.com that they credited my credit card on January 4th 2016 and this is a BOLD FACED LIE!!!! They have NEVER credited my credit card. I received a "vendor check" in the mail and deposited it into my checking account on January 19th, 2016. It is now 9 business days later and the check from Select Comfort HAS NOT CLEARED YET and my bank has yet to be paid!!!! My bank has advised me not to use the funds until they can get payment from Select Comforts bank for fear that it bounces.
I have filed a dispute with my credit card (Barclays)company which has thankfully put a "temporary credit" on my card, (which is from Barclays, NOT select Comfort) so I would not be charged interest while I wait, excuse me, fight for the refund.
I do not believe that Select Comfort has the funds in their checking account to cover this check. I have a fear that this check will bounce and I will be out $2,138.38 that this "refund check" that was sent to me on a vendor check. I AM BEYOND FRUSTRATED WITH THIS COMANY AND BELIEVE THAT THE ONLY REASON THEY ARE STILL SELLING BEDS IS PAY OFF OLD DEBT AND THERE ARE NO BEDS TO BE HAD. I believe this is called a Ponzi Scheme. I cannot believe the lie that has been told to the Revdex.com to try to get out of this. And why would they tell me over the phone back on January 4th that my card would be refunded and instead send me a "vendor check" 2 weeks later??!! This is not appropriate way to refund a customer who used a credit card to purchase and item. THIS COMPANY NEEDS TO BE INVESTIGATED!!

Initial Business Response /* (1000, 8, 2016/01/11) */
January 11, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he experienced in reaching out...

to our customer service. This is not our normal mode of operation. We recently implemented a complete computer systems conversion, which affected his order.
Unfortunately, Mr. [redacted] chose to cancel his bed order. Mr. [redacted] was charged $3,760.81 on November 30, 2015 and was credited the full $3,760.81 on December 9, 2015. Since the bedding had shipped before he canceled, Mr. [redacted] received the bedding via UPS, but he was kind enough to return it to the store.
Again, we apologize to Mr. [redacted] for any inconvenience and wish him well.

Best regards,
Legal Correspondence Analyst