Sleep Number Corporation

August 7, 2017   Revdex.com of Minnesota & North Dakota             RE:  Ms. [redacted]   Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding he complaint of our...

customer Ms.[redacted].   Ms. [redacted] purchased a Split King iLE Mattress with SleepIQ, a Split King FlexFit2 Adjustable Base and two mattress pads on September 9, 2016.  The bed was delivered on September 20, 2016.  We were called on September 22, 2016 and told the bed was too high.  We sent out glides to lower the bed and sent a technician at no cost to install them.   We never would have told Ms. [redacted] that she could not return her mattress within the 100 Night Trial Period.  However, the Adjustable Base is a final sale item there are no returns or exchanges on that particular product.   The next contact was March of this year we replaced the base and the cover under warranty and again sent a technician to install.  Ms. [redacted] called us in June stating she had air loss.  We advised we need her to do the troubleshooting and let us know the results and we will replace any part deemed defective under her 25 Year Limited Warranty.    We cannot honor the return of the product as Ms. [redacted] is far outside the trial period.   We will continue to support Ms. [redacted] under the terms of her 25 Year Limited Warranty.     Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2016/02/04) */
February 4, 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 exchange order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected her order. We understand that this was a tremendous inconvenience and appreciate her patience. Our records indicate we received Ms. [redacted] Sleep Number(r) Queen DualTemp Layer, 2014 on December 2, 2015. We mailed a check to Ms. [redacted] in the amount of [redacted] on January 15, 2016. The check was sent to [redacted]. Again, we apologize for the delays Ms. [redacted] experienced due to our computer conversion.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thanks for the response; however, until today, February 4, 2015, I still have not received the alleged refund check. It is hard to believe that a check was sent on January 14, 2014, and I still haven't received it. I would like to know the check number and which address it was sent to. I would also like a personal apology from Sleep number.
Final Business Response /* (4000, 9, 2016/02/11) */
February 11, 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 has experienced regarding her refund. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected her refund. We understand that this was a tremendous inconvenience and appreciate her patience. We have mailed a check to Ms. [redacted]. She can expect delivery of the check via U.S mail within 10 business days. Again, we apologize for the delays Ms. [redacted] has experienced.
Best regards,
CS Correspondence Specialist

April 4, 2016      RE:        Ms. [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted]. Our records show Ms. [redacted] purchased a King c2 Mattress, a...

King DualTemp Layer, and a King Total Protection Mattress Pad on December 27th, 2015.   The total of the order was $3727.45 and it was financed using a Synchrony Financial account.  The order was cancelled and Ms.[redacted]’s Synchrony account was credited $3307.48.  The return of the mattress pad was never set up even though Ms. [redacted] refused delivery.  The return has now been set up which will credit Ms. [redacted] $230.99 for the mattress pad and because she refused the delivery, we will also credit back $188.98 for the shipping charges.  We understand this was a terrible inconvenience and appreciate Ms. [redacted]’s patience.  We are truly sorry the bed did not work out for her and wish her well. 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're sorry for the delays Mr. [redacted] experienced in reaching out to our company...

regarding his order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed his order. We understand that this was a tremendous inconvenience and appreciate his patience. Mr. [redacted]'s Sleep Number(r) FlexTop King iLE Mattress and FlexTop King FlexFit2,Stone, 2Remotes were delivered December 23, 2015. We have refunded $[redacted] to Mr. [redacted]'s American Express as a token of our apologies. We hope this helps ease some of his frustration.
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 8, 2016/02/02) */
February 2, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We appreciate the service Mr. [redacted] has provided to our country and sympathize...

with the disability he suffered.
Our records indicate that Mr. [redacted] purchased a Sleep Number(r) P6, Queen, Matt for Adj Base, Dual Chamb and Queen FlexFit3, Stone, 1Remote., some bedding items, and Home Delivery Service at one of our retail stores on August 08, 2015. Mr. [redacted] had received his mattress and adjustable base on August 20, 2015.
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 Mr. [redacted] went over the terms and conditions of sale in detail and Mr. [redacted] signed their Customer Order (copy available upon request) as well as initialed the respective disclaimers, including the Adjustable Bases Return/Exchange Policy:
"Adjustable Bases Return/Exchange Policy: The FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 Adjustable Bases are not covered under the Sleep Number(r) 100 Night In-Home Trial policy. All sales of FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 adjustable bases and/or Surround Silhouettes are final. No returns or exchanges will be authorized or accepted."
According to our records, On October 31, 2015 Mr. [redacted] opted to return his mattress and pay for our Home Delivery return service. An exception was made at that time to allow Mr. [redacted] to return his adjustable base with a restocking fee of $300. Mr. [redacted] agreed to this stipulation and his mattress and adjustable base were returned on November 12, 2015. A refund was applied to his financing account November 17, 2015.
As an exception has already been made for Mr. [redacted] we are not able to honor his request to provide additional monies for his frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 10, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I mentioned in my original complaint. Although I feel that the restocking fee is exorbitant, I am willing to accept that. However, I still feel that they should pay me the difference in the $862 that I paid them and the $658 they require for the delivery, the restocking and the return shipping. That comes to $204.00
I would agree to settle for that.
Thank you,
[redacted]

October 2, 2017 Revdex.com of Minnesota & North Dakota            RE:  Ms. [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding he complaint of our customer...

Ms. [redacted]. Ms. [redacted] purchased a California King c4 Mattress, a California King Modular Base and a California King Upholstered Bed Frame on April 26, 2016.  Unfortunately, the mattress and base did not work out for her and a return was set up.  The mattress and base were picked up on July 21, 2017.    September 6, 2017 we received a call that the Upholstered Bed Frame had broken.  We are taking care of Ms. [redacted]  under her 5 Year warranty through the manufacturer.  Our representative reordered the Upholstered Bed Frame and it is slated to be delivered on November 9, 2017.    Upholstered Beds Frames are final sale items as they are individually customized by the style of the frame and the fabric chosen.  The lead time for production is 6-8 weeks.  They are non-returnable items.  We apologize for the lack of follow-up and are using Ms. [redacted]’s experience as a coaching opportunity.  We pride ourselves on providing world class customer service and it’s obvious we fell short of that goal.  Our Case Manager will be reaching out to her to make sure the delivery goes as planned.  We will not be able to honor Ms. [redacted]’s request to credit back the balance owing on the bed.  We do offer a metal bed frame if Ms. [redacted] would like to purchase one.  Best regards,Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2015/06/15) */
June 15, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
Our records indicate that Mrs. [redacted] purchased a Sleep Number(r) i8 Queen (with...

Sleep IQ) Mattress, a Queen FlexFitTM 3 Adjustable Base, a Total Protection Mattress Pad, two CoolFit Pillows, two In-Balance Pillow Protectors, a Classic Sheets set and Home Delivery Service (complimentary delivery & set up) at one of our retail stores on February 4, 2015. Mrs. [redacted]'s mattress and adjustable base were delivered on March 4, 2015.
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. Mrs. [redacted]'s Sales Professional, Mr. [redacted], contends that he made Mrs. [redacted] aware of the no-return policy on her adjustable base. Mrs. [redacted] did sign her Customer Order Agreement (copy available upon request) acknowledging the terms and conditions of sale were fully understood; which includes the following:
Adjustable Bases: The FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 Adjustable Bases are not covered under the Sleep Number(r) 100 Night In-Home Trial policy. All sales of FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 adjustable bases and/or, Surround Silhouettes are final. No returns or exchanges will be authorized or accepted."
While we regret that Mrs. [redacted] may not find her i8 Queen (with Sleep IQ) Mattress to her liking, their adjustable base is not defective in materials or workmanship. The adjustable base functions as intended and according to Mrs. [redacted]'s calls, is free from defect. Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM Adjustable Bases. There are hundreds of adjustable friendly mattress designs available. As long as an innerspring does not have a border rod in it and is 10-12 inches in profile, it will work just fine. All memory foam mattresses that are up to 12 inches in profile height are compatible as well.
We're sorry, we cannot accommodate Mrs. [redacted]'s request to authorize a return for refund of her King FlexFitTM 3 Adjustable Base.
I am certain that we can help Mrs. [redacted] sleep more comfortably. We are here to assist Mrs. [redacted] and encourage her to call us at [redacted].
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 6, 2016/02/29) */
February 29, 26016
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(r) i8 King Mattress w/ SIQ and a King FlexFit2TM Adjustable Base at one of our retail stores on February 14, 2014. The order total was $7386.13.
Mr. [redacted] called into our Customer Service Department on 2/24/2016 stating he was told in the store that he was told he would get the furniture with his purchase. This is not the case. Mr. [redacted] referenced that our website shows a picture of the i8 with an Upholstered Bed and does not show that it is not included in the price. In actuality, right under the picture it states furniture not included.
Mr. [redacted] is requesting that we give him the Upholstered Bed shown at no additional cost or he will return his purchase. If Mr. [redacted] wants the Upholstered Bed he will have to purchase it. If he wishes to return, he may return the mattress only as the Adjustable Base is a final sale item. Home Delivery pick up is available for an additional cost. Mr. [redacted] can ship the mattress back with our pre-paid labels or using a shipper of his choice. Any method of return is customer's responsibility.
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:
"Adjustable Bases Return/Exchange Policy: The FlexFit1, FlexFit2, and FlexFit3 adjustable bases are not covered under the Sleep Number(r) 100 Night In-Home Trial policy. All sales of FlexFit1, or FlexFit2, and FlexFit3 adjustable bases and/or Surround Silhouettes are final. No returns or exchanges will be authorized or accepted."
Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM or FlexFit PlusTM Adjustable Bases. There are hundreds of adjustable friendly mattress designs available. As long as an innerspring does not have a border rod in it and is 10-12 inches in profile, it will work just fine. All memory foam mattresses that are up to 12 inches in profile are compatible as well.
The salesperson requires the copy of the Customer Order to be signed and each disclaimer initialed by the customer, so Mr. [redacted] should have been fully aware of the terms and conditions of sale
Best regards,
CS Correspondence Manager

Initial Business Response /* (1000, 7, 2015/11/18) */
November 18, 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. & Mrs. [redacted] for the delay of picking up of their...

mattress, which was on November 14, 2015. The refund of $1,800.00 will be credited to their Synchrony financed account.
We understand that the delay was an inconvenience and truly appreciate their patience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 9, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We paid for this mattress with PART their credit card they spoke of from Synchrony Bank in the amount of $1800.00 AND also our DEBIT CARD which was $1733.14. Both of these should be credited completely, and yes they finally did pick up their mattress and everything with it.
Final Business Response /* (1000, 19, 2015/12/22) */
December 22, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up again regarding the complaint of our customer, Mr. [redacted].
iLE King Mattress w/ SIQ UPS 3022.73
Total Protection Mattress Pad Rcvd at Store 164.77
In-Balance Layer Rcvd at Store 157.28
CoolFit Pillow UPS 112.34
In-Balance Pillow UPS 97.36
Pillow Protector UPS 41.19
Pillow Protector UPS 41.18
Freight UPS 96.29
Total 3733.14
Our records indicate that Mr. [redacted] purchased a Sleep Number(r) iLE King Mattress with Sleep IQ, a Total Protection Mattress Pad, an In-Balance Layer, a CoolFit Pillow, an In-Balance Pillow, two Pillow Protectors and UPS Shipping at one of our retail stores on August 29, 2015. Mr. & Mr. [redacted]'s bed was delivered in 3 boxes via UPS on September 3, 2015. The Pillow Protectors, CoolFit Pillow and In-Balance Pillow were delivered in 1 box via UPS on September 4, 2015. The Total Protection Mattress Pad and the In-Balance Layer were received in the store on the date of purchase, August 29, 2015. The total of Mr. [redacted]'s order was $3,188.61 and was paid for using a Synchrony Bank financing plan for $1,800.00, a MasterCard for $1,733.14 and a promotional marketing certificate for $200.00.
On September 10, 2015, Mr. [redacted] went back to the store and exchanged his CoolFit Pillow for an In-Balance Pillow, which resulted in a credit of $14.98 to his Synchrony account on September 18, 2015.
On October 21, 2015, Mr. [redacted] contacted our Customer Service requesting a return for refund of his mattress and chose Home Delivery Return Service ($179.99 + 7% tax = $192.59), which was deducted from his refund.
Mr. [redacted]'s refund credits were as follows:
$ 14.98 Synchrony 9/18/15 (exchange to In-Balance Pillow refund)
$1,800.00 Synchrony 12/2/15 (mattress return)
$ 112.34 Synchrony 12/2/15 (exchange transfer- this should not have been credited)
$1,927.32
$ 717.80 Mastercard 12/2/15
As you can see, we over-credited Synchrony $127.32 more than Mr. [redacted] had financed, so if he hasn't already, he should have received two checks from Synchrony totaling $127.32.
Total refunds were $2,645.12. The non-refundable UPS Shipping was $89.99 and Home Delivery Return Service was $192.59 = $282.58. Mr. [redacted] still has bedding with a total value of $599.14:
Total Protection Mattress Pad 164.77
In-Balance Layer 157.28
In-Balance Pillow 97.36
In-Balance Pillow 97.36
Pillow Protector 41.19
Pillow Protector 41.18
Total $599.14
Due to our company-wide computer conversion, we have over-credited Mr. [redacted] by $338.23, plus the cost of one In-Balance Pillow ($97.36), for a total of $435.59, which we are willing to allow. If Mr. [redacted] has any questions regarding his Synchrony, we recommend he contact them directly at 800-250-5411.
Best regards,
Legal Correspondence Analyst
Final Consumer Response /* (2000, 22, 2015/12/23) */

Final Consumer Response /* (2000, 5, 2015/10/08) */
This has been resolved. Finally received the refund today.

March 23, 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]. ...

 Upon the replacement of Ms. [redacted]’s Queen 360 FlexFit1 Adjustable Base on February 19, 2018, there was damage to the drywall in her home.  Pictures were taken and submitted to our claims team to investigate. Ms. [redacted] sent in a quote for the repairs but did not hear back from the Claims Department.  She currently has one of our Customer Advocacy Managers working on her behalf to get the claim resolved.  Our manager has credited back the amount of the Home Delivery fee and is the liaison between Ms. [redacted] and our Claims Department.  The Claims Department contacted Ms. [redacted] and advised they are sending out their own adjuster to inspect the damage. Our Customer Advocacy Manager has follow-ups set up with the Claims Department as well as Ms. [redacted] and will keep Ms. [redacted] updated throughout the process.   We’re sorry for the inconvenience and frustration the delay in resolution has caused and are confident, with our Customer Advocacy Manager involved in the matter, resolution will be swift.    Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 10, 2016/02/08) */
February 8, 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 delayed Mr. [redacted]'s order. We understand that this was a tremendous inconvenience and appreciate his patience.
According to UPS, Mr. [redacted]'s Sleep Number(r) Queen Dual c2 Mattress has shipped.

Best regards,

CS Correspondence Specialist

Initial Business Response /* (1000, 5, 2015/10/21) */
October 21, 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 on October 5, 2015 and his return pick up is...

scheduled for October 27th. We apologize to Mr. [redacted] for any inconvenience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have been left unable to sleep and delayed in pick up for no acceptable reason. We want the pick up fee waived as well as original delivery and set up fees and the acct closed on pick up. While we would very much like the mattress picked up earlier, I doubt they will respond before the 27th. If this is how customers are treated, we will be sure to share with everyone we meet, utilize social media, contact investigative news sites, and rate their company at every source we can find on the internet. They are trying to force us to keep a bed in hopes we will give in to the $500 worth of fees and pay a high price for a glorified camping mattress. I expect them to return the fees and close the acct and we will accept that. It says this may be publicly posted on Revdex.com website. Please do so

February 28, 2018   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 position remains the same.  A pump was sent out to rectify the air loss issue when Ms. [redacted] had the dual chamber system based on the troubleshooting results.  She then requested the exchange to a single chamber system and another new pump and a single chamber were shipped out and delivered on February 28m 2018.  We have not received an incoming call stating that the air loss issue was not resolved.   Ms. [redacted] does not have to wait until March 10, 2018 for our technician to come out to the home.  She self-installed the mattress initially.  Installation of these parts will be follow the same procedure.  Should Ms. [redacted] have questions regarding the installation we urge her to call our Customer Service Center, we will be more than happy to answer any questions she may have.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 11, 2015/12/30) */
December 30, 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 refund. We understand that this has been a tremendous inconvenience.
Mr. [redacted] is questioning the $1079.07 he paid with his Visa on 8/9/15. We over-credited Mr. [redacted]'s Synchrony account by $882.89. Synchrony Bank deducted $16.67 in interest owed, leaving a balance of $866.22, which was mailed to him by check on December 3, 2015. The only amount that Mr. [redacted] paid was $196.18 ($179.99 + tax) for his initial Home Delivery & Set-up Service. So, $866.22 plus $16.67 plus $196.18 equals $1,079.07. As a token of our apologies, we are refunding Mr. [redacted] in full, so he will soon receive an additional $212.85.
Best regards,
Legal Correspondence Analyst

March 30, 2016 Revdex.com of Minnesota & North Dakota RE:  Mr. and Mrs. [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customers, Mr. and Mrs. [redacted]. Our records indicate that Mr. and Mrs. [redacted]...

purchased a 5000 King Mattress and Base Set at one of our retail stores on September 3, 2005. Mr. and Mrs. [redacted] called in to our Customer Service Department on February 19, 2014 stating the zipper was broke on the cover for their mattress.  We replaced their cover under the terms of their 20 Year Limited Warranty. Ms. [redacted] next called out Customer Service Department on March 25, 2016.  This time she stated that she needed a new remote and cover.  Ms. [redacted] was given her prorated replacement cost under her limited warranty terms and felt it unfair.  Due to their purchase date, Mr. and Mrs. [redacted] are covered at 40% under the limited warranty terms. Please understand that we have an obligation of fairness to maintain for all of our customers. 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. Ms. [redacted] spoke with a Supervisor and in the spirit of good customer service, we offered to make an exception and cover 50% of her out of pocket replacement costs in addition to covering the shipping. Ms. [redacted] declined the offer and stated she was going to the Revdex.com. We will hold this offer for Mr. and Mrs. [redacted] until April 24, 2016 should they change their minds. We will not accommodate Mr. and Mrs. [redacted]’s request to replace the entire bed at no cost. Best regards, CS Correspondence Manager  [redacted]

Initial Business Response /* (1000, 5, 2015/06/02) */
June 2, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
Our records indicate that Mr. & Mrs. [redacted] purchased a Sleep Number(r) iLE FlexTop...

King (with Sleep IQ) Mattress, a FlexTop King FlexFitTM 1 Adjustable Base, a Total Protection Mattress Pad, a Down Pillow, a Memory Fiber Pillow, a Classic Sheets set and Home Delivery Service (complimentary delivery & set up) at one of our retail stores on March 1, 2015. Mr. & Mrs. [redacted]'s mattress and adjustable base were delivered on March 16, 2015.
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. Mr. & Mrs. [redacted]'s Sales Professional, Mr. [redacted], contends that he made Mr. & Mrs. [redacted] aware of the no-return policy on their adjustable base and recalls specifically stating that the adjustable base is considered furniture and his not returnable. Mr. [redacted] did sign their Customer Order Agreement (copy available upon request) acknowledging the terms and conditions of sale were fully understood; which includes the following:
Adjustable Bases: The FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 Adjustable Bases are not covered under the Sleep Number(r) 100 Night In-Home Trial policy. All sales of FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 adjustable bases and/or, Surround Silhouettes are final. No returns or exchanges will be authorized or accepted."
While we regret that Mr. & Mrs. [redacted] did not find their iLE FlexTop King Mattress to their liking, their adjustable base is not defective in materials or workmanship. The adjustable base functions as intended and according to Mr. & Mrs. [redacted]'s calls, is free from defect. Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM Adjustable Bases. There are hundreds of adjustable friendly mattress designs available. As long as an innerspring does not have a border rod in it and is 10-12 inches in profile, it will work just fine. All memory foam mattresses that are up to 12 inches in profile height are compatible as well.
We're sorry, we cannot accommodate Mrs. [redacted]'s request to authorize a return for refund of their King FlexFitTM 1 Adjustable Base.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In our contract under "Returns:" page 3 it indicates "All returns must be authorized. No unauthorized returns are allowed. If you are returning your mattress, "modular base" or "set" purchased under the 100 Night In-Home Trial policy, you must contact our Customer Service Center to obtain a Return Merchandise Authorization (RMA) number." We followed protocol and although elsewhere in the contract it states the cost of the base is non-refunable, we believe the above statement indicated to us that the entire purchase was totally and completely refundable if we were not stafised which our purchase. We believe that the company is very deceptive in providing a three page contract that has vague language regarding the return of the entire purchase under the 100 day trial. We want to again state that we asked several time if the "entire" purchase was refundable and the representative indicated with an emphatic "yes". What are we to do with this when in good faith we took him at his word as a Sleep Number representative and expected complete and total honesty. It should have been made known to us without a shadow of a doubt that there were two separate pruchases being made - one returnable under the 100 day trial and the other being veiled in a three page contract that it was not refundable. Please contact the company again on our behalf and submit our request to have them agree to pick up the base at no cost and refund our money in full except for the bedding. Thank you for your assistance and we trust that Sleep Number will do the right thing. We understand representatives must now initial and date that they have discussed this caveate with the purchaser. Where does that leave us? It indicates this is not the first time this has happened and they are just now taking measures to ensure consumers are indeed aware, but such is not our case so we would ask the company to please pick up the base at no cost and credit our account with the credit card company. Thank you again.
Final Business Response /* (1000, 12, 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, Mrs. [redacted].
Mr. & Mrs. [redacted]'s complaint was discussed and resolved on July 2, 2015.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Final Consumer Response /* (2000, 14, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/02/15) */
January 25, 2016
Case # [redacted]
Dear Revdex.com:
We sincerely apologize to Ms. [redacted] for the delays she has experienced regarding her refund. This is not our normal mode of operation. We recently implemented a company-wide...

computer systems conversion, which affected the processing of her return refund. A check for the remaining $[redacted] was issued February 15th, 2016. We understand that this was a tremendous inconvenience and appreciate her patience.
Best regards,
CS Correspondence Manager

January 12, 2018   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 position remains the same.  The issue Ms. [redacted] is experiencing is comfort related.  We have asked probing questions to ascertain if there are any defects and based on the answers provided, there are not.  If there are any parts deemed defective, we will replace them under the terms of her 25 Year Limited Warranty.   Again, this is a matter of comfort.  Comfort cannot be gauged by sending a technician out to the home to look at the bed.  We sent the parts to help with Ms. [redacted]’s comfort.  Comfort levels change as time goes on.  That’s what makes the Sleep Number bed so wonderful.  You can change the pressure of the mattress to suit your current comfort needs.    We will continue to support Ms. [redacted] in resolving her comfort issues.    Best regards, Customer Advocacy Escalation Consultant