Select Comfort Corporation

I am rejecting this response because: The company admits fault that they fell short of their customer service "promise" however they just closed the case with a simple apology. That does not cover the costs of having to purchase an air mattress to sleep on nor does it help with the back pain that my wife and I have been feeling since having to sleep on this air mattress since our bed was broken. How can such a crucial piece of these beds be on backorder yet when the replacement pump arrived, it was assembled in September 2016. The system used by Select Comfort to replace parts is insufficient and does a disservice to its customers.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfying to me but apparently I don't have a choice with this dishonest company but to accept that the resolution will never be to my liking and I will not get a refund. so this is over but I do want to say: to sleep number sorry I am not a genius and can not do math off the top of my head when you give me a refund price that includes me paying $400 but only give me one price that I am paying for which is pick up of 179$.  There would be no problem if from the beginning you would have verbally told me I would owe 405$ and why despite what is in your policy, be verbally up front with your customers. Then there would be no problem. I understand sleep number has its policies but I have never dealt with a most dishonest, dissatisfying company and this is not my first purchase for a mattress or large purchase. I will do everything in my power to make sure people know what a horrible company sleep number is and The poor quality of your over priced products. I hope one day you will be exposed, I know for sure you will only continue to have unhappy customers.

Initial Business Response /* (1000, 5, 2016/02/08) */
February 8, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We're sorry for the delays Ms. [redacted] experienced in reaching out to our company...

regarding her order and trial return. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected her order and trial return. We understand that this was a tremendous inconvenience and appreciate her patience. Ms. [redacted] elected to cancel her order for a Sleep Number(r) FlexTop King iLE Mattress and FlexTop King FlexFit3,Stone, 2Remotes.
We have set up Trial Returns for her bedding items. We will refund the full purchase price of the bedding items back to the original form of payment within 2 weeks of their receipt. We regret we have lost Ms. [redacted]'s business due to our computer conversion.
Best regards,
CS Correspondence Specialist

I am rejecting this response because:  Despite having a policy of a non-refundable delivery charge, the service provided was terrible.  There was poor planning on not being able to take the old mattress when the new mattress was delivered.  The truck should have returned that day to pickup the old mattress.  Having to wait until for almost two weeks to have the old mattress picked up is not acceptable service.  I would not have paid the extra money to have my old mattress taken away if I knew I was going to have this level of service.Regarding the damage to the footbed, a salesperson (Trinity) at the Wauwatosa store connected me to customer service so there would be no record of filing a claim from my home or cell phone.  I did not ask about the status of my claim when calling the delivery service because customer service and delivery service are not typically the same departments within a company.I can contact customer service again regarding the footbed, but once again, this is not considered good customer service.

Initial Business Response /* (1000, 11, 2016/01/21) */
January 21, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
We are so sorry for the numerous delays Mr. & Mrs. [redacted] experienced in reaching...

out to our company regarding their return. Their bed was picked up on January 6, 2016 and the refund was applied to their credit card on January 7th. We understand that this was a tremendous inconvenience and appreciate their patience. We're sorry the bed did not work out for them and wish them well.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 13, 2016/01/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sleep Corporation did pick up the bed on 1/6/2016 but refused to provide a receipt for the pick up as the delivery personnel said one would be issued electronically. No receipt was ever received. We know they have the correct email as we are still receiving ads from them. I was able to confirm by calling our credit card company that there is an amount credited to our card on 1/11/2016. The amount is not what we anticipated. So while it might be correct, we need some documentation for the amount. We have tried via email and phone to request but have been ignored.
Is it possible that you can have them tell us what monies were refunded?
Final Business Response /* (4000, 15, 2016/02/03) */
February 3, 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 Mr. & Mrs. [redacted] for the delays they have experienced in reaching out to our company regarding their Trial Return refund. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their attempts to contact us. We understand that this was a tremendous inconvenience and appreciate their patience.
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.

100 Night In-Home Trial Policy: Unless your purchase is otherwise excluded as specified herein, the 100 Night In-Home Trial period begins the day your new Sleep Number(r) bed arrives at the (ship to+ address listed above. If, after sleeping on your new bed for a full 30 nights, you are not completely satisfied, contact us within 100 days of delivery to arrange for its return. Exclusions: The 100 Night In-Home Trial Policy does not apply to the purchase of demo, display, refurbished or Factory Outlet warehouse closeout mattresses, bases or sets. The 100 Night In-Home Trial
Policy does not apply to the purchase of Sleep Number(r) bedding collections or to any mattresses, bases, or sets received in exchange under an original 100 Night In-Home Trial purchase.
Returns: All returns must be authorized. No unauthorized returns are allowed. If you are returning your mattress, modular base or set purchase under the 100 Night In-Home Trial policy, you must contact our Customer Service Center ([redacted]) 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 & Setup fees. Refunds will be issued to the original method of payment within approximately 21 days. Unauthorized returns will be destroyed and no credit given. You are responsible for the risk of loss and for shipping fees for returning or exchanging any product. Home Delivery Return Services are available at an additional cost.
On August 29, 2015 according to our records, Mr. & Mrs. [redacted] purchased a Sleep Number(r) p5 w/SIQ, Cal King, Matt & Base-CA, Home Delivery set up service, and several bedding items for [redacted].
Sleep Number(r) p5 w/SIQ, Cal King, Matt & Base-CA for [redacted]
Home Delivery set up service for [redacted]
Bedding items for [redacted]
On January 6, 2016 our Home Delivery technicians returned Mr. & Mrs. [redacted]'s Sleep Number(r) p5 w/SIQ, Cal King, Matt & Base-CA
On January 7, 2016 we settled a refund with Mr. & Mrs. [redacted]'s Synchrony Financial account for [redacted] Cost of mattress and base + tax
-[redacted] Cost of Home Delivery return service + tax
[redacted] Total refund
The remaining balance of [redacted] was for the accessories, the initial Home Delivery set up service and tax.
Best regards,

CS Correspondence Specialist

Initial Business Response /* (1000, 16, 2014/12/22) */
December 22, 2014
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to outline our perspective regarding the complaint of our customer, Mr. & Mrs. [redacted].
Our records indicate that Mr. & Mrs. [redacted] purchased...

one Sleep Number(r) i8 FlexTop King Mattress and one FlexTop King FlexFit 2 Adjustable Base, a Total Protection Mattress Pad, two Sheet Sets and Home Delivery Service (complimentary delivery) at one of our retail stores on November 14, 2014. Mr. & Mrs. [redacted]'s bed was delivered on November 24, 2014.
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. Every product purchased is clearly printed on the Customer Order. Our Exchange and Return Policy and 20-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] signed their Customer Order Agreement acknowledging what products they purchased and the terms and conditions of sale.
The difference between the three adjustable bases are: # 1 raises at the head only; # 2 raises at the head and foot; and #3 raises at the head and foot and has a massage feature. The salesman contends that he went over the whole order carefully at the time of checkout and that Mr. & Mrs. [redacted] chose their adjustable base according to the price.
On November 25th, Mrs. [redacted] called our Customer Service Center to say that they thought they had purchased a FlexFit 3 Adjustable Base, not the FlexFit 2 Adjustable Base. Mrs. [redacted] also spoke to a Supervisor who reiterated that we would be able to exchange their FlexFit 2 Adjustable Base for the FlexFit 3, but we would not be able to do the exchange at no additional cost - they would have to pay the difference in price. Mrs. [redacted] then said that they had also expected to receive the "frame" (the Surround that encases the adjustable base) with their order. The Supervisor said that the Surround is a separate add-on product. The Supervisor explained to Mrs. [redacted] that in order to be fair, we would have to charge them for the products purchased as if they had walked into the store today.
Unfortunately, we are unable to accommodate Mrs. [redacted]'s request to provide a free exchange to a FlexFit 3 Adjustable Base, nor can we provide them with a free Surround. We have an obligation of fairness to maintain for all customers and we cannot make this request an exception. We are sorry for any confusion regarding their purchase, but they did receive the products listed on their Customer Order, which are exactly the products they paid for. Mr. & Mrs. [redacted] are welcome to contact us at XXX-XXX-XXXX with any questions or concerns.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 18, 2014/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Total misrepresentation of the product, with a massive explanation which only reiterates what was already stated. The reason they can't accommodate the request is because there are so many dissatisfied customers. Wish we had done more research prior to purchase. The salesman didn't even bother to apologize when he found he'd screwed up. You'd think they could at least offer us a free set of sheets or something for THEIR error. 7+ thousand for something we don't like. Sucks.

Initial Business Response /* (1000, 5, 2016/02/16) */
February 16, 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 receiving their Sleep...

Number(r) Queen Dual m7 Mattress and Queen Foundation. Our beds are component-based and made to order. Subsequently, all parts may not ship at the same time and this is the case with Mr. & Mrs. [redacted]'s Sleep Number(r) bed.
According to our records, UPS has delivered all 5 boxes of Mr. & Mrs. [redacted]'s Sleep Number(r) Queen Dual m7 Mattress and Queen Foundation. Three boxes were delivered January 15, 2016, a fourth box was delivered January 27, 2016, and the fifth box was delivered February 15, 2016.
We have applied a credit to Mr. & Mrs. [redacted]'s Visa as a token of our apologies. We hope this helps ease some of their frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/02/24) */
They claim they credited my visa however nothing has been put on my visa I did receive the rest of the bed on the 15th a month and a half later still not very impressed with this company and I'm hoping that anything that we need and help to put this together will not be as horrible as a first customer service issue so until I see what they did for a credit I will not be happy with them don't say you did something that you may or may not have done or at least we haven't seen it on our end.
Final Business Response /* (4000, 9, 2016/02/27) */
February 27, 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 are sorry for the delay Ms. [redacted] experienced in getting her credit. The entry was processed on 2/16/16, and we settled (transmitted to the Visa Card) the credit on 2/17/16. Please note it can take the credit card company up to 7 business days to post the credit on their side.
If Ms. [redacted] does not see the credit post by 2/29/2016, we urge her to contact our Customer Service Department at [redacted] and we will look into the matter for her.
Best regards,
CS Correspondence Manager

December 6, 2016   Revdex.com of Minnesota & North Dakota     RE:        Ms. [redacted]   Case #  [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our...

customer, Ms. [redacted].   We’re sorry for Mr. [redacted]’s experience and the damage done to her home during the installation of her Sleep Number® Queen Dual p5 Mattress and Queen Modular Base.  This is not our normal mode of operation.  We realize this was a tremendous inconvenience and appreciate her patience.  We understand that sometimes accidents can happen and have prepared to resolve Mr. [redacted]’s claim.  We have a very thorough investigative process we follow regarding property damage that may as the result from installing our product.   Ms. [redacted]’s complaint was discussed and she was contacted and advised that we need her to submit a quote for the damage claim and once received, we will fulfill our obligation to rectify the issue.  Our mission at Select Comfort is to provide World-Class Customer Service and while it is obvious that we fell short of that goal, Ms. [redacted]’s feedback will help us focus on opportunities to improve.      Best regards,   Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 13, 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 any delays he experienced in reaching out...

to our company regarding his warranty. We understand that this was an inconvenience and appreciate his patience.
Mr. [redacted]'s complaint was discussed and resolved on January 2, 2016, with mutual satisfaction. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 6, 2015/11/09) */
November 9, 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 customer service and home delivery teams. We understand that has been a tremendous inconvenience and we truly appreciate their patience.
Mr. & Mrs. [redacted]'s bed is scheduled to be delivered on November 11, 2015. They will also receive a check for $240 via U.S. Mail.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 11, 2016/01/25) */
January 22, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he experienced in reaching out...

to our company regarding his order and delivery. We understand that this was an inconvenience and appreciate his patience. Mr. [redacted]'s bed was delivered via UPS on December 22, 2015. We did schedule a Home Delivery team to go out and assemble the bed on January 6, 2016, but Mr. [redacted] was not at home and did not answer his phone. We believe that Mr. [redacted] did receive his entire order. We are sorry for the salesperson's error and for the delay.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 13, 2016/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received a duvet cover and also I did not want to wait another 4-6 weeks for setup of bed from your home delivery personnel. I feel sleep number is more interested in my check to clear than following up with customer service
I still want the Duvet cover as promised and refund of home delivery and in home setup charges that I would have paid if it was not included in a promotion, I feel sleep number had no intention of actually following thru with free home delivery and setup
Thanks. Dave Byram
Final Business Response /* (4000, 15, 2016/02/09) */
February 9, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he experienced in reaching out to our company regarding his order and delivery. We understand that this was an inconvenience and appreciate his patience. Mr. [redacted]'s bedding items were delivered via UPS on December 9, 2015. Mr. [redacted]'s bed was delivered via UPS on December 22, 2015. We did schedule a Home Delivery team to go out and assemble the bed on January 6, 2016, but Mr. [redacted] was not at home and did not answer his phone. There was no charge for the initial UPS delivery or for the subsequent Home Delivery installation. We believe that Mr. [redacted] did receive his entire order. We are sorry for the salesperson's error and for the delay.
Best regards,
CS Correspondence Specialist

I am rejecting this response because:
The response is not 100% truthful. Also the credit they offered me was for a free set of sheets, which I declined so I was credited the cost of the sheets. Which was roughly a 2% credit. That is untrue regarding not being approved for high enough credit limit. I also did contact the bank. I'm am also only allowed 2000 characters here and after trying to type a full response I was unable to send. I came to buy the bed in February, I believe the 2nd or the 5th. I came to check everything out and price out what I wanted, the sale we received in the mail started the following day. I said I would be back in the following day with Tony, to decide together and do a joint account. The salesman decided to take all my information and said it would make things go faster and smoother for when we came back in the following day. I did not realize he was doing two separate accounts. Also the amount approved was not the issue. One the bed was not a necessity, it was a luxury. We also bought several unneeded upgrades. We could of went without certain things if the limit was the issue. I have talked to the bank, the payments are not the same.

August 8, 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] has a 5000 King Mattress and Modular Base on May 26, 2006.  The bed was delivered on June 9, 2006.   Ms. [redacted] contacted our Customer Service Center on June 1, 2017 needing to replace her foam.  She was at that time advised of extended lead times.  Unfortunately, due to a supplier issue, our lead times exceeded what we initially believed to be true.   We apologize for the delay and understand this was a very frustrating experience.  All of Ms. [redacted]’s parts have been delivered as of today August 8, 2017.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2016/02/03) */
February 3, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they have experienced in...

reaching out to our company regarding their remote control exchange order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their exchange order. We understand that this was a tremendous inconvenience and appreciate their patience. The correct remote for Mr. & Mrs. [redacted] has been ordered and they should receive it within the next 5 to 7 business days via UPS. Mr. & Mrs. [redacted] will receive a check for the cost difference within the next 2 weeks. Again we would like to apologize for the delays in processing Mr. & Mrs. [redacted]'s exchange order.
Best regards,

CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you, Revdex.com, for your effort in resolving this unfortunate situation.
Thank you, Select Comfort, for responding positively to the Revdex.com inquiry.
When I have the new correct remote and refund check delivered from Select Comfort, then I will be able to check the "Yes" circle to accept the response from the business. Until such time ,I have checked the "No" circle for the following three reasons.
1. The initial phone rep in November, 2015, took well over fifteen minutes to work with me in completing my bed remote replacement request. She then sent the wrong priced remote.
2. After the 1st wrong remote arrived, I called Select Comfort again. The 2nd phone rep seemed to know what he was doing and ordered the correct remote at the correct price He also sent a shipping label for me to return the wrong remote, which I did. The new correct remote and refund check did not arrive.
3. Our last contact with the company in January, 2016, was a computer chat that my wife did because the company no longer answered their phone. Why was my wife able to begin a computer chat in less than 2 minutes when I waited 39 minutes the previous morning on the phone without being answered? Why this great discrepancy in workforce allocation when the company is also in computer disarray? What kind of management is presently in place for this well known and in the past respected company? Josh, the computer chat person, indicated to my wife that the correct remote did not have to be ordered as the company indicated to you. It was sitting in the warehouse but not being sent to me. He did not know why it had not been shipped nor could he find out for me or expedite the shipment. Once again, we were told just to wait. That is why we wrote to you. Again, Thank you for your help. Hopefully your intervention will succeed. I will keep you posted if and when the correct remote and refund check arrive and then I will be able to check the "yes, I accept the response from the business" circle.
Sincerely,
[redacted]
West Allis, WI 53219
(414) [redacted]

May 9, 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] was contacted by our Customer Service Department after we received an email from the store.  She expressed her concerns with the bed and we ordered parts to resolve the issue.  The parts are scheduled to be delivered on May 10, 2017 and we have set up an order to have our Home Delivery Team install the parts and check over the bed on May 19, 2017.  We are confident we will get all issues resolved once this has been completed.   Sleep Number prides itself on world-class customer service and it’s obvious that we feel short of the goal.  For that we apologize.  If Ms. [redacted]  has any questions or concerns we ask that she call our Customer Advocacy Management Team at 800-988-0779 for resolution.  Should she choose to email us, the emails should be sent to [email protected] or [email protected].   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2015/10/28) */
October 28, 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 27, 2015 and a voice message was...

left today asking him to call us back at the phone number provided. We are certain that Mr. [redacted]'s complaint will be resolved once he contacts us again.
We apologize to Mr. [redacted] for any inconvenience and wish him well. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/11/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As of now we consider our case to be closed.
Thank you.

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 experienced in...

reaching out to our company regarding the delivery of their component. We understand that this was a tremendous inconvenience. Mr. & Mrs. [redacted] air chamber was delivered on December 1, 2015 and were reimbursed for the cost.
Best regards,
Legal Correspondence Analyst

I am rejecting this response because: Select Comfort has failed to respond to my complaint that their sales associate deliberately misrepresented the terms of the sales agreement as these terms related to my specific purchase. Because the sales associate deliberately misrepresented the terms, there was fraud in the inducement of the contract and my signed contract should be void. A recording of my telephone conversation with  Select Comfort, which they should be able to provide, will reveal that I mentioned the unethical behavior of their sales associate multiple times. I also explained this concern in my written complaint to the Revdex.com. I respectfully request that Select Comfort address the unethical behavior of their sales representative and void my sales agreement because the sales representative deliberately misrepresented the terms of the agreement. Select Comfort should provide me a refund of the base and the mattress since these were the terms represented by their sales associate. If Select Comfort fails to correct this matter, I respectfully request the Revdex.com investigate my claim of fraudulent sales practices at Sleep Number stores and reconsider the A+ rating awarded to Select Comfort. I suspect other consumers have fallen prey to similar unethical sales tactics. Thank you for taking the time to consider my request. I hope Select Comfort will take the time to respond to my specific claim that there was fraud in the inducement of my sales agreement and therefor this contract is void.

Initial Business Response /* (1000, 8, 2016/02/01) */
February 1, 2016
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) 1 p5, Queen,...

Mattress & Base, Dual Chamber and Home Delivery set up service on April 6, 2015. The mattress set had an initial cost of $[redacted] and Ms. [redacted] received a discount of $[redacted]. She paid [redacted]for Home Delivery set up service. Ms. [redacted] paid a total of $[redacted]opting to finance $[redacted] on her Visa and $[redacted] on HELPcard.
At the time of sale, 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. The Terms and Conditions of Sale are displayed in our stores at each cash register. All policies, the terms and conditions of sale, and the limited warranty are available to anyone interested. We invite all prospective customers to read them, ask questions and understand them before making a purchase.
We're sorry, we cannot accommodate Ms. [redacted]'s request to adjust the terms of her HELPcard financing account.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 10, 2016/02/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Like I said before the sales staff did not provide me with the information, he told me that I had a year same as cash and if that changed he should have told me, which he did not. Also saying that the info is available if you want to read it is a cop out. Clients should be told in advance the terms,not just have you sign a paper which by the way you need a magnificent glass to read it. I couldn't do that when I sold real estate. I would have been sued. Also when you tell your clients that they have a year to pay it off you should at that time tell them if they don't that it's 30 percent interest. If you get me in front of Mike [redacted], face to face he would remember that he lied to me. Maybe because he was retiring, I don't know. But your company and your salesman did wrong by me and you should make it right.

Initial Business Response /* (1000, 13, 2015/12/07) */
December 7, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. [redacted].
Our records indicate that Mr. [redacted] purchased one Sleep Number(r) i8 Twin...

Long Mattress, a FlexTop King FlexFit 2 Adjustable Base, a mattress pad, a pillow, a pillow protector and Home Delivery Service at one of our retail stores on October 3, 2015.
In regards to Mrs. [redacted] reference to a "topper", this is a word we use to describe a foam topper pad component that goes INSIDE the mattress Cover. A foam topper is included in all of our mattress models except the most affordable model, the c2. Please note that we cannot manufacture our mattress covers (entire mattress shell in two parts zipped together) to be interchangeable because the zipper sides have to match perfectly. We cannot manufacture just the zip-on top half of the cover with only one side of a zipper. A customer cannot zip on the new top portion to their older bottom portion of the older mattress cover - the zipper sides will not match. Again, in regards to Mrs. [redacted]'s mention of a topper, it seems she might be speaker about the zip-on portion of the cover, which cannot be manufactured separately.
Under the terms of the 25-Year Limited Warranty 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. Mr. & Mrs. [redacted]'s 25-Year Limited Warranty does state in part,
"CLAIMS THIS WARRANTY DOES NOT COVER: Your warranty excludes claims for conditions arising from normal wear and tear including but not limited to mattress cover compression, foam compression, discoloration of parts or normal body indentations. This warranty does not provide coverage for claims related to comfort preference (e.g. "The bed feels too hard/soft."). The warranty does not provide coverage and will become void if claims are a result of damage caused by tampering with or modifications to any component including the opening of the Firmness ControlTM system or remote control. Damage caused from laundering or dry-cleaning the product or any part as well as damage caused by misuse or abuse including but not limited to stains, soil, burns, cuts, tears or spills or factors other than a product defect are also excluded under and will void this warranty. Lastly, this warranty does not provide coverage and will become void if damage is caused by acts of nature or relating to forces outside Select Comfort's control including but not limited to fire, flood or lightning damage or for damage caused by power surges."
Mr. & Mrs. [redacted] can review the complete 25- year limited warranty in their owner's manual. We hope that Mrs. [redacted] is enjoying her new Sleep Number mattress. We encourage Mr. & Mrs. [redacted] to contact us directly if they have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 15, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First 2 things I notice: #1: no apology for the way I was treated, for the misinformation (lies), fraudulent and/or HIGHLY deceptive selling practices, the problems getting my bed delivered, nor anything else. #2: no offer to do anything to make this right. Nothing!!! And they "hope I'm) enjoying my Sleep Number bed"? Are they kidding?? This ordeal is highly stressful which is adversely affecting my health!! What could possibly be enjoyable about that?!?
What horrible customer service!!! I absolutely do NOT accept this response. It does NOT address my grievances AT ALL. It only shows that what happened is worse than I thought. I was told I absolutely could replace the topper (meaning the foam pad insert, OF COURSE) any time I wanted. I questioned that with Desda and was repeatedly told and assured that was correct, the foam insert could be replaced as often as I wanted at my sole discretion. I have NEVER received the mentioned "owners manual," and I have NEVER received any copy of the warranty, not in any form. Therefore I cannot refer to it. Gee, I wonder why the manager, Chris, and Desda didn't give me one!!
I have NO IDEA what the legal analyst is talking about with the zipper part being attached to an older bottom portion of the mattress cover. Where that came from just confounds me. It has nothing to do with anything because I have never said anything about a mattress cover. I do not have an "older mattress cover." I had a memory foam mattress on my bed before this Sleep Number. It obviously has nothing to do with Sleep Number and has no zipper. I have no idea what all that is about. This just doesn't make any sense to me AT ALL. I have always been talking about the "foam topper pad component" that inserts into the mattress. Everyone involved has ALWAYS known that!! There was NEVER any question about that. Desda told me the "topper" could be inserted very easily - just zipped right in. So obviously, she knew exactly what I was talking about the whole time. Nothing was EVER said about a mattress cover. Desda told me I needed to purchase the mattress PAD "to protect the warranty." (Probably more deception.) But we NEVER discussed anything about a mattress cover.
Since I obviously cannot replace the "foam topper pad component" anytime I want as promised, and since that was the SOLE reason I agreed to buy the more expensive bed from Sleep Number AFTER being fraudulently told that the C2 model was no longer being made or sold by Sleep Number, I do NOT want this mattress nor any of the other items I purchased, especially since those items were purchased just so I could receive what I was led to believe would be an additional 20% discount on the mattress (which I did not get - only 20% off on the extra items!). I do NOT want the C2 model either. I will NEVER do business with this company again!
SLEEP NUMBER/SELECT COMFORT can send their delivery people to come and take this bed at MY convenience, pack it up, and get it and all the other items I purchased from Desda out of my house at FULL COST TO SLEEP NUMBER/SELECT COMFORT. (Note: their delivery people took all packing materials and boxes when they delivered and set up my mattress, so I don't have any. They will have to provide whatever is needed when they pick up these products and mattress. That's not my responsibility either!) I want a FULL REFUND for ALL items charged to my account. No Fees, nothing. This will be ZERO cost to me except for my time which I will never get back. I will NOT pay for return shipping or packaging in any form. And I Will NOT pack it up and ship it myself. This mattress and the products I purchased to go with it are NOT being returned because I simply changed my mind. They are being returned because of lies made by the manager and saleswoman at the Valley West Mall store. That is the responsibility of Sleep Number. If you hire and employ people who are THAT dishonest, there are consequences for that.
The manager and sales woman at Valley West Mall in Des Moines should be fired. Business practices like this are unconscionable.
I will be sure to tell everyone I know about the serious lack of customer service and the fraudulent and deceptive sales practices that Sleep Number obviously allows to take place!! (If you don't allow it, then fire these people!)
And, if anyone at Sleep Number wants to talk to me, THEY can call ME - and I WILL record the phone call!! I will NOT call them and sit on hold to talk to them. And if they put me on hold for more than 5 minutes after calling me, I will hang up. I won't waste any more of my time on them than absolutely necessary to get this stuff out of my house.
Final Business Response /* (4000, 17, 2015/12/18) */
December 18, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mrs. [redacted].
We sincerely apologize to Mrs. [redacted] for the delays she experienced in reaching out to our company regarding her concern. We understand that this has been an inconvenience and appreciate her patience. Mrs. [redacted] has elected to return her purchase for refund and understands that the Home Delivery Return Service may take several weeks to pick up her mattress. We are mailing her UPS pre-paid shipping labels to return her bedding items.
We're sorry the mattress has not worked out for her and hope she finds something that will meet her needs.
Best regards,
Legal Correspondence Analyst