Select Comfort Corporation

I am rejecting this response because: I never received any information from the bank other then a letter stating that they were looking into the matter I had contested. If there was an issue then I should have been contacted. I followed all the steps I was told to do and I was not contacted by the bank or by Select comfort about the refund issue. If this is something where they are turning me the customer over to collections then I should have been contacted. Contacting a third party and not the person you are turning over to collections and giving them an opportunity to work on fixing this mistake is unacceptable! I was NEVER given any opportunity to correct this and I had NO idea that there was even a problem! Turning me over to a collection agency without contacting me placed my credit and livelihood at risk.

Initial Business Response /* (1000, 9, 2016/01/28) */
January 27, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they experienced in...

reaching out to our company regarding their order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their order and trial return. We understand that this was a tremendous inconvenience and appreciate Mr. & Mrs. [redacted]'s patience. We refunded $[redacted] back to their VISA. We regret that we have lost Mr. & Mrs. [redacted]'s business due to our computer conversion.
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 5, 2014/10/10) */
October 10, 2014
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. & Mrs. [redacted] purchased one Sleep Number(r)...

iLE Queen Mattress & Modular Base ($2,349.99 including tax = $2,517.14), one Total Protection Mattress Pad ($164.94), one In-Balance Queen Layer ($134.95), one CoolFit 4" Contour Pillow ($97.46), two In-Balance Pillow Protectors ($67.47), two Knee Pillows ($29.97), one CoolFit 5" Contour Pillow ($104.96) and Home Delivery Service ($192.79) at one of our retail stores on August 29, 2014. Mr. & Mrs. [redacted]'s order totaled $3,309.68 and was paid using a Synchrony financing plan. Mr. & Mrs. [redacted]'s bed was delivered and set up on September 5, 2014.
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.
At the time of purchase, all customers are required to sign their Customer Order Agreement. Mr. & Mrs. [redacted]'s Customer Order included (only pertinent paragraph listed):
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.
Sleep Number(r) Bedding Collection Exchange-only Policy: Bedding Collection products cannot be returned for a refund. Within 30 days of receiving your Bedding Collection product, you may exchange a product for a different Bedding Collection purchase. Exchanges will only be allowed one time per item purchased. You must provide proof-of-purchase.
"Returns: All returns must be authorized. No unauthorized returns are allowed. If you are returning your mattress, base or set purchase under the 100 Night In-Home Trial policy, you must contact our Customer Service Center (800-472-7185) 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."
Mrs. [redacted] signed the Agreement acknowledging all policies were understood at the time of purchase (copy available upon request).
On September 30, 2014, Mr. [redacted] called our customer service requesting to return their bed set for a refund and was provided with the three return methods. Mr. [redacted] chose Home Delivery Return Service and understood that the $199.99 fee for the service would be deducted from their refund. The cost of the Home Delivery & Set-up Service is non-refundable. Home Delivery Return Service (disassembly, packaging, shipping and insurance) is not a complimentary service. It is common for services involving the ever-increasing high cost of fuel, paid labor, and convenience, to be priced accordingly.
Mr. & Mrs. [redacted]'s Sleep Number(r) iLE Queen Mattress & Modular Base were picked up on October 7, 2014. A refund credit for $2,317.15 was applied to their Synchrony account on October 88, 2014. We're sorry, we cannot accommodate Mr. & Mrs. [redacted]'s request for a refund on their Home Delivery & Set-up Service and Home Delivery Return Service.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

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

Direct Sales Team called out to Mrs. [redacted] on November 11, 2016 and advised that since Synchrony denied Mrs. [redacted]’s request for credit she could offer a secondary finance opportunity.  Our Customer Service Representative (CSR) went through the financing application with Mrs. [redacted] and a member of HelpCard.  Mrs. [redacted] was approved for $5000 and ordered a King cSE Mattress with SleepIQ, Modular Base and some accessories.  An email was sent to Mrs. [redacted] outlining the Terms and Conditions of Sale and another to help her register for the SleepIQ.  The bed was delivered to Mrs. [redacted] via our Home Delivery Install and Set-Up Service on November 23, 2016.      Mrs. [redacted] called our Customer Service Center on December 8, 2016 to set up a return on the bed.  When our CSR asked why she wanted to return Mrs. [redacted] said she had tried all the numbers and the mattress was just not for her.  Our CSR set up the return and went over the return options.  Mrs.  [redacted] chose to have the bed picked up via our Home Delivery Return Service due to not having boxes and became upset when our CSR explained that she would have to pay for the service.  Additionally, when our CSR explained the bedding items were final sales Mrs. [redacted] said that she was keeping them and was not worried about that.  Mrs. [redacted] requested that the bed be picked up as soon as possible.  The soonest date for pick-up was December 23, 2016 and our CSR booked Mrs. [redacted] for that date.  She ended the call.   Mr. [redacted] is requesting a return on the accessories and to have the Home Delivery Services at no cost.  Per our Terms and Conditions of Sale, all bedding accessories are final sales; returns are not allowed.  The accessory items can be used with any King sized mattress.  The Terms and Conditions of Sale also state “Shipping and delivery fees are non-refundable and do not include any return shipping/delivery service which is available for an additional charge.”   We’re sorry that we cannot accommodate Mr. [redacted]’s request to return the accessories for a refund and no cost Home Delivery Services.  Select Comfort has an obligation of fairness to maintain for all of our customers and we cannot make Mr. [redacted]’s request an exception.  We’re sorry the bed did not work out for Mr. & Mrs. [redacted] and wish them well.       Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 9, 2014/10/24) */
October 24, 2014
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
Mr. [redacted]'s complaint has been resolved. We sincerely apologize to Mr. [redacted] for...

any confusion or inconvenience regarding his purchase or refund.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2016/01/12) */
January 12, 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 company-wide computer systems conversion, which affected his order and delivery. . Mr. [redacted]'s bed was delivered on December 22, 2015.
We have credited Mr. [redacted]'s MasterCard for $214 ($200 + tax) as a token of our apologies. Again, we are so sorry for the delays and we hope that Mr. [redacted] is doing well.

Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of 1/12/2016, 7:26 PM EST,my account has NOT been credited with $214, as Select Comfort's "Legal Correspondence Analyst" claimed.
Final Consumer Response /* (2000, 13, 2016/01/20) */
Select Comfort initiated a credit to my MasterCard on 1/16/2016; the transaction is still pending. PLEASE NOTE THAT DATE IS FOUR DAYS AFTER THEY CLAIMED THAT THEY HAD _ALREADY_ CREDITED MY CARD. IF the transaction completes successfully, I will be marginally satisfied, but will never, ever do business with Select Comfort again, and I will advise anyone else to avoid them like the plague. I understand that they claim to have computer problems, but what angered me was not merely the lack of action, but the constant LIES. Reviewing customer review web sites, I see that the company's lies were a major factor in the dissatisfaction of virtually all other complainants.

Initial Business Response /* (1000, 5, 2015/03/13) */
March 13, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
Our records indicate that on September 1, 2011, Mr. [redacted] initially purchased a...

Sleep Number(r) p7 Queen Mattress and Modular Base at one of our retail stores. On October 6, 2011, Mr. [redacted] called requesting to exchange his p7 Mattress for an i8 Queen Mattress (delivered on October 15, 2011). When Mr. [redacted] purchased his bed, he had a 20-year limited warranty and a 30-night in home trial period.
On March 9, 2015, Mr. [redacted] contacted our customer service via Live Chat, to say that the top layer that is zipped on has become lumpy. The Customer Service Representative (CSR) quoted Mr. [redacted] a cost of $676.00 plus tax & shipping. The CSR actually misquoted the price because $676.00 is the full retail cost of a p7 Cover.
Please note that a "Cover" is the entire mattress shell. We cannot manufacture any of our zippered components to be interchangeable because the zipper sides have to match perfectly. So we cannot sell just half of the Cover with only one side of the zipper. We understand that the cost is considerable, but the Cover is the most expensive component on all of our mattress models.
The Cover is not covered under the terms of the 20-Year Limited Warranty or the 25-Year Limited Warranty. Mr. [redacted]'s 20-Year Limited Warranty does state,
"What is not covered:
Conditions arising from normal wear and tear. (Conditions arising from normal wear and tear include, but are not limited to: mattress cover compression, foam compression, or discoloration of components.)
Damage from tampering with any component or from opening the Firmness ControlTM System.
Damage from misuse or abuse of the warranted product or component.
Damage from laundering or dry-cleaning.
Acts of God, such as but not limited to lightening damage."
Mr. [redacted]'s complaint regarding his mattress cover is a condition arising from normal wear and tear and it is not a defect in materials or workmanship.
Under the terms of Mr. [redacted]'s 20-Year Limited Warranty, the cost for a new i8 Cover is $926.00 plus tax and shipping (as of 03/13/15). We're sorry, we cannot accommodate Mr. [redacted]'s request to replace his Cover at no charge. We can assist Mr. [redacted] by paying his shipping cost if he chooses to replace the Cover before his original purchase anniversary date on September 26, 2015.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 7, 2014/10/28) */
October 27, 2014
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted] and Mr. [redacted].
Our records indicate that Ms. [redacted] and Mr. [redacted] purchased a Sleep...

Number(r) p5 Queen Mattress & Modular Base ($1,999.98 including tax = $2,119.98), a Total Protection Mattress Pad ($186.55), two Outer Shell Down-Alt Pillows ($63.58), one inner Core Memory Foam Pillow ($26.49) and UPS Shipping ($79.99) at one of our retail stores on January 20, 2014. Ms. [redacted] and Mr. [redacted] financed their purchase of $2,476.59, with a GE Capital financing plan (now Synchrony Financial). UPS delivered Ms. [redacted] and Mr. [redacted]'s bed on January 28, 2014.
Ms. [redacted] called our customer service on August 21, 2014 (205 days after UPS delivered their bed), requesting to return their mattress and base for a refund. The Customer Service Representative explained that they were outside of their 100 Night In-Home Trial period. We did send air chamber lifts at no additional cost to help customize their comfort.
Ms. [redacted] called our customer service on September 9, 2014, again requesting authorization to return their bed and was again told that they were way out of their trial period. Ms. [redacted] said that they were experiencing an air loss issue and that they had done the troubleshooting to determine that the air loss was caused by the air chambers. We shipped Ms. [redacted] and Mr. [redacted] new air chambers at no cost under the terms of their 25-Year Limited Warranty. The new air chambers were delivered on September 12, 2014 and to date, we have not received the original air chambers back even though we emailed a pre-paid UPS Return Shipping Label (Tracking # 1ZXXXXXXXXXXXXXXXX) to Ms. [redacted]'s email address. We are resending the pre-paid label via U.S. Mail to ensure that they receive the label and return the original air chambers back to us.
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. [redacted] did sign their Customer Order (available upon request) acknowledging that he understood the terms and conditions of sale, which included:
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.
Sleep Number(r) Bedding Collection Exchange-only Policy: Within 30 days of receiving your Bedding Collection product, you may exchange a product for a different Bedding Collection purchase. Exchanges will only be allowed one time per item purchased. Bedding Collection products cannot be returned for a refund. You must provide proof-of-purchase. All sales are final on clearance items."
We're sorry, Ms. [redacted] and Mr. [redacted] are outside of their trial period. On October 16, 2014, Ms. [redacted] called customer service and mentioned that they began using their bed in mid-April 2014. Even if we had granted a 100 Night In-Home Trial from the date they began using their bed (say April 15th), it would still have been 129 days after they first contacted us with an issue on August 21, 2014. We offered to replace their pump under the terms of their warranty and Ms. [redacted] declined.
Sleep Number and Synchrony Financial are separate companies. Due to federal laws protecting the privacy of consumer's financial information, Synchrony cannot provide or discuss our mutual customer's financial transactions or any other facts regarding their individual accounts. Sleep Number cannot alter Ms. [redacted] and Mr. [redacted]'s agreement with Synchrony. We recommend Ms. [redacted] and Mr. [redacted] contact Synchrony directly at X-XXX-XXX-XXXX with any questions regarding their financed account.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 9, 2014/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
I understand and agree on the purchase date. Along with that we were TOLD in store that everything would be "okay" with us moving and any issues with the bed. Even after being assured by the sales associate we would not need a letter or to contact the store or sleep number themselves when we were going to officially start the in home trial. I am the type of person to believe in others words. I was told we would fix things if need be with us moving and purchasing the bed during this transition in our lives; this is not the case at all and if this is the type of customer service I should expect from your staff than I am horribly disappointed. As a consumer I depend on the responses from the sales associate and all those involved in my purchase process to be accurate and honest.
I understand the return is out of the policy time period but this does not negate the fact that I have been mislead by several associates within your business. When we received the new chambers we NEVER received the return label as told we would until they (sleep number) JUST sent out a return label which we received on Monday 11/3/14 (clearly this company has a lot of inside issues between not being able to build a bed without issues or send a simple piece of paper which they yet again blame me, the consumer, although I asked for nothing to be sent via email because I do not have general access to a printer, for lacking in knowledge as they did before by telling us we were doing wrong with their bed).
Maybe I should not put faith into people anymore or trying to buy a so called "great American made product" that will guarantee much better sleep than a "normal" bed. This has not been the case and I did not sign up to continually preform maintenance on a bed (which again was NEVER explained or hinted at). If as one of the several customer service agents I had talked to on the phone said "you know, it is a man-made product that does and will have its flaws, you should have known there could and would be issues" so you mean to tell me that the associate who claimed to "work here for over 8 years" and could "solve any issues you have because I've been here for a long time" could tell me things with the products they sell should be assumed by consumers because the products are not ever going to be perfect because its human made??? How is this acceptable? Trust me you are leaving a lot out of the conversation on your end Sleep Number so maybe you should think how you lie to your beloved customers.
I have and will continue to be in contact with Synchrony about disputing payments until Sleep Number resolves this current issue.
Like we had written before we do NOT want to even keep this bed whatsoever we want it out of our house. Our couch is serving a better sleeping place than that bed. I understand you have your policies and rules but when you do not have a line up of associates that reiterate your "policies" the way they are intended then your ship will sink. Fact of the matter is I was giving a lot of faith to all I have spoken with over these last several months but apparently I should not do that. I am extremely upset and disheartened about this situation. It is a lot of money to spend on a broken product when I was assured so highly by those in this company that Sleep Number is so wonderful and willing to work with their customers.
I will still stand by my word and say that I want this product out of my house and the return completed because I can NEVER trust anyone within the sleep number company to be truthful with me. I understand you have a product to sell but when things start failing you should rethink your relationship with your consumers rather than your relationship with your wallet.

June 22, 2016 Select Comfort Customer # [redacted]   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 Sleep Number® FlexTop King c2 Mattress, a FlextTop King FlexFit1 Adjustable Base and several accessories at one of our retail stores on February 17, 2016.  The total for her order was $4097.70 and Ms. [redacted] used Synchrony Financial Financing for the purchase.  The mattress and base were delivered via our Home Delivery Team on March 11, 2016.   Ms. [redacted] first called our Customer Service Center (CSC) on March 14, 2016 claiming that the bed was splitting.  Our Customer Service Representative (CSR) sent out bed straps to connect the two halves of the base together and had set up a service call to have our Home Delivery Team install the parts. This was completed on March 23, 2016.   After our Home Delivery Team left Ms. [redacted]’s home on March 23, 2016, Ms. [redacted] called our CSC now claiming that the cover felt too tight.  Ms. [redacted] was asked to troubleshoot the bed and said she could not.  Our CSR said he would get authorization to send the technicians back out to her home and replace the cover.   The following day Ms. [redacted]’s daughter called our CSC claiming the two sides of the bed were not even and that the stitching was not sewn correctly.  Our CSR stated we would replace the cover for the mattress.  Ms. [redacted]’s daughter raised her voice at the CRS and stated she was “going to go in front of every one of our stores she could get to complain to potential customers”.  Our CSR assured we would get the cover replaced and resolve the issue.  Ms. [redacted]’s daughter inquired about returning the bed.  Ms. [redacted] was in the background and stated she liked the bed.  Our CSR explained we repair or replace parts based on the information our customers provide us.  This was the first it was discussed in such detail.  This was completed on April 1, 2016.   Ms. [redacted] called our CSC on April 7, 2016 requesting a manager.  During this phone call she claimed the bed was leaning.  She admitted that her floor was not level and was upset that we could not level out the bed.  Ms. [redacted] was advised to perhaps try casters on the lower side of her bed.    On April 20, 2016 Ms. [redacted] called our CSC upset with the leaning bed and questioning exchanging to a different model.  Ms. [redacted] said she would call us back.   Ms. [redacted] called back on Aril 21, 2016 to get the casters.  Our CSR waived the Home Delivery fee and covered the cost of the casters; the install was scheduled for May 13, 2016.   An error occurred and wrong casters were sent to Ms. [redacted].  Our Home Delivery Team called our CSC to get the correct parts ordered and advised that they could see nothing wrong with the bed.  Ms. [redacted] called our CSC to cancel her order due to the error; our CSR apologized and sent out the correct casters and set up an order to have our Home Delivery Team out again to install them.    Ms. [redacted] called our CSC on May 19, 2016 to set up a return.  On the call, she was aware that the FlexFit1 Adjustable Base was a final sale. At the end of the call she advised she was going to do some investigating and call us back.  Ms. [redacted] called back later that day stating she received the casters and needed to schedule the install; she again stated the bed was leaning.  Our CSR advised he noted the order to have the technicians once again check on the leaning. Our Home Delivery Team went out on May 25, 2016 and reported back they found nothing wrong with the bed.   Ms. [redacted] called our CSC two times on May 25, 2016 to say the bed was still leaning.  In the spirit of good customer service, we sent out a topper pad, something did not come with the mattress model Ms. [redacted] purchased. Additionally, we sent our Home Delivery Team to install.  The topper pad was installed on June 2, 2016.  Ms. [redacted] called in on June 9, stating the bed was still leaning.  Our CSR apologized and explained there was nothing else we could do and suggested exchanging to a different model mattress.  Ms. [redacted] explained she could not afford that.   She filed her complaint shortly afterwards.   We have done everything we can and more for Ms. [redacted] to no avail.  By her own admission her floor is not level and she likes the bed. Our technicians can find nothing wrong with her bed.  We extended Ms. [redacted]’s Trial Period to July 2, 2016.  If she wishes to return or exchange her mattress she must reach out to us by then.  The Sales Professional went over the Terms and Conditions of Sale and the paperwork is signed and initialed at each disclaimer relative to the products purchased including the following:   “The FlexFit1, FlexFit2, and FlexFit3 Adjustable Bases are not covered under the Sleep Number 100 Night In-Home Trial Policy.  All sales of FlexFit1, FlexFit2, and FlexFit3 Adjustable Bases and/or Surround Silhouettes are final.  No returns or exchanges will be authorized or accepted.”   We will not be able to accommodate Ms. [redacted]’s request for a full refund/ return but she has until July 2, 2016 to exchange or return her mattress.     Thank you for the opportunity to discuss this matter.    Best regards, Customer Advocacy Escalation Consultant

April 11, 2016 Revdex.com of Minnesota & North Dakota RE:  Mr. and Mrs. [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customers, Mr. and Mrs. [redacted]. Our position remains the same.  To reiterate, the terms of the Limited Warranty agreement are provided to customers at the point of sale. Under that agreement, we cover 100% of the cost of warranty replacement parts for the first two years.  After the first two years, we cover a pro-rated share of the cost. Replacement component parts are guaranteed from manufacturer defects up to 30 days from the customer receiving the component part.  If there is a defect after the 30 days, the warranty coverage will revert back to the original warranty. Mr. and Mrs. [redacted]’s cover was replaced under warranty on February 19, 2014 and they called to replace on March 25, 2016.  This was almost two years after the original replacement. Mr. and Mrs. [redacted] initially requested we replace the entire bed and is now requesting we replace just the pillow top cover and remote.  We have already agreed to do this for them.  We will replace the parts per our original offer of 50% off his out of pocket expense.  This offer is more than fair and, again, we will hold the offer until April 24, 2016.  Mr. [redacted]’s file has been noted with this offer. Best regards, CS Correspondence Manager  [redacted]

Initial Business Response /* (1000, 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, Mr. & 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 order. Mr. & Mrs. [redacted]'s air chamber was delivered via UPS on December 18, 2015. We understand that this has been a tremendous inconvenience and truly appreciate their patience.

Best regards,

Legal Correspondence Analyst

Initial Business Response /* (1000, 9, 2016/01/29) */
January 29, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We're sorry for the delays Mr. & Mrs. [redacted] experienced in reaching out to our...

company regarding their order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed their order. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted]'s Sleep Number(r) Queen Dual c2 and modular base is scheduled to be delivered February 6, 2016 to their son. We have approved an appeasement back to their VISA. We hope this helps ease some of their frustration.
Best regards,

CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 11, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the response. Please clarify "we have approved an appeasement back to their VISA." We would also like to have verification that the bed will actually be delivered on 02/06/16.
Thank you!
Final Consumer Response /* (2000, 17, 2016/02/08) */
Final Business Response /* (4000, 13, 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 Mr. & Mrs. [redacted] experienced in reaching out to our company regarding their order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed their order. We understand that this was a tremendous inconvenience and appreciate their patience. According to our records Mr. & Mrs. [redacted]'s Sleep Number(r) Queen Dual c2 Mattress and Modular base was delivered to their son on February 6, 2016. We refunded their Visa on January 31, 2016 as a token of our apologies. We hope this helps ease some of their frustration.
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 5, 2016/02/10) */
February 10, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We're sorry for the delays Mr. & Mrs. [redacted] experienced in reaching out to our...

company regarding their order and trial return. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their order and trial return. We understand that this was a tremendous inconvenience and appreciate their patience. A Trial Return pick-up has been scheduled for February 12, 2016. Mr. & Mrs. [redacted]'s full purchase price will be refunded within 2 weeks of return. We regret we have lost Mr. & Mrs. [redacted]'s business due to our computer conversion.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 7, 2016/02/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I am rejecting this response because:
We have NOT received a check.  If sent, it was over 11 days ago.  We called them AFTER receiving this response from you, after FOUR attempts, we spoke to a Melissa and an Amy, both saying they supposedly sent our check out already to our physical address, when we TOLD them from the VERY beginning we have a P.O. BOX.  When talking to Amy, the last person we could get a hold of, she said she could inquire with the accounting dept as to what is going on..... What is the problem?!?!?  We have followed EVERYTHING we were supposed to do and have had this STAGNATED intentionally to NOT get a refund from something that we were NOT happy with.  We have done nothing wrong and were patient from the beginning.  We feel this is malicious intent to withhold our money.  We do Not understand how they do not track money and let us know what is going on. We were NOT called letting us know when check was sent and want to know why if sending a check that is this high an amount would not be sent to sign for or have tracking to know customer has received it.  It is just another way to prolong this when we followed the steps.  We respectfully ask that we have this sent to us expedited to our P.O BOX address we have told them. It has been over 20 phone calls, very long hold times when inquiring what is going on, not being helpful in any way at all when it came to contacting us for anything.  We please ask that this gets resolved without further problems.

Initial Business Response /* (1000, 8, 2016/01/29) */
January 29, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We're sorry for the delays Mr. & Mrs. [redacted] experienced in reaching out to our...

company regarding their order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed their order. We understand that this was a tremendous inconvenience and appreciate their patience.
According to our records, on November 30, 2015 Mr. & Mrs. [redacted] placed an order at one of our stores for a Sleep Number(r) Queen Dual i10 Mattress and modular base, some bedding accessories, and UPS delivery.
On December 15, 2015 2 of 5 boxes for the Sleep Number(r) Queen Dual i10 Mattress and modular base were delivered to Mr. & Mrs. [redacted].
On December 15, 2015 an order for a no charge installation was set up to assemble Mr. & Mrs. [redacted]'s Sleep Number(r) bed set.
On December 16, 2015 another 2 of the 5 boxes were delivered to Mr. & Mrs. [redacted].
On December 23, 2015 an order was placed for the missing box and was delivered to Mr. & Mrs. [redacted] on January 13, 2016.
On January 13, 2016 we appeased a Blanket, InBalance, Mocha, for Mr. & Mrs. [redacted]. This was delivered to them on January 25, 2016.
On January 26, 2016 Mrs. [redacted] informed us they had already assembled their Sleep Number(r) Queen Dual i10 Mattress and modular base and our technicians were not needed.
Again we are so very sorry for the delays Mr. & Mrs. [redacted] endured. We hope the appeasement helps ease some of their frustration.
Best regards,

CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/01/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The only thing I do not agree with in the response is that we ordered the bed to be shipped UPS. We did not order it to be shipped UPS, we ordered it to be delivered by Sleep Number in Corpus Christi. But after talking with the Vice President of Sleep Number the last box was delivered & the technician came out that same day & put the bed together for us. It is sad that we had to go over heads to get the bed delivered. I'm not real sure I would suggest Sleep Number to anyone because of the length of time it took & the measures we had to take to get our bed delivered & set up.

Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].   Mr. [redacted] purchased a Split King i8 Mattress with SleepIQ, a Split King FlexFit3 Adjustable Base, our Home Delivery and Set-Up Service and some accessory items on...

March 5, 2017.  The bed was put on hold to be delivered to Mr. [redacted]’s new home on June 28, 2017.  The product did not come in for delivery and he had to be rescheduled for July 3, 2017.  Sadly, Mr. [redacted] was not notified of this and for that we are deeply sorry.  That is definitely not  the experience we want our customers to have.  We would have been able to work with getting a sooner delivery date had the product been available.   Due to stronger than forecasted sales, we are currently having issues with supply and demand. This has affected many customers and is currently resulting in reschedules and very long hold times.  Mr. [redacted] experienced a very long hold time while escalating to our Case Management Team and the representative he was working with offered to have someone call him back or allow Mr. [redacted] to hold on the line himself.  Mr. [redacted] found those options unacceptable.  The Manager then picked up and Mr. [redacted] ultimately cancelled his order.  In looking in his file now, we see a new order placed on July 1, 2017 and that he is scheduled to have the bed delivered on July 18, 2017.    We’re truly sorry for the experience, as it is not the norm, and are thankful that Mr. [redacted] has decided to give us another chance.     Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 7, 2014/10/27) */
October 27, 2014
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
Mr. [redacted]'s complaint has been resolved. Mr. [redacted]'s credit card was refunded in...

full on October 18, 2014. We sincerely apologize to Mr. [redacted] for the delay and any inconvenience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

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, Mr. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they have experienced...

regarding their warranty order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their order and installation. We understand that this was a tremendous inconvenience and appreciate their patience. According to our records, the warranty parts were delivered January 21, 2016 and installed by our Home Delivery technicians on January 30. 2016. We sincerely apologize to Mr. & Mrs. [redacted] for the delays.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/02/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They finally got the problem fixed. The bed seams to be firmer, it was like the top was stretched
and sagged.
They need to be a little faster and get back to the customer sooner.
Thank you for your help.

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].
Our records indicate that Mr. [redacted] purchased a Sleep Number(r) 5000 Queen...

Mattress and Modular Base, Standard Legs, two Pillows and Home Delivery Service at one of our retail stores on August 18, 2007.
Select Comfort's Limited Warranty at the time of Mr. [redacted]'s purchase, was a term of twenty years. The terms of the 20-Year Limited Warranty agreement were provided to customers at the point of sale. Under that agreement, we cover 100% of the cost of warranty replacement parts for the first two years. After the first two years, we cover a pro-rated share of the cost.
On July 28, 2015, Mr. [redacted] called our customer service with concerns regarding his remote display readings and said that he had just learned that he has a pro-rated warranty. Mr. [redacted] said that he needed some new parts, and was quoted the current (for the date of 7/28/15), pro-rated cost of a new cover (please note that this is the entire mattress shell, not just the zip-on top), a new topper pad and foam sidewalls. He said that he would speak to his wife and call back the next week, but never called again. I don't believe Mr. [redacted] has an air loss concern. A variance of 5-15 points is considered normal and Mr. [redacted] said that he was experiencing a 5 point difference in his display readings.
Under the terms of his 20-Year Limited Warranty, Mr. [redacted] currently has 48% coverage, so his pro-rated portion for a new cover would be $348.92; a new topper pad is $123.24 and a new set of sidewalls are $23.92, plus tax & shipping. This price quote is valid until Mr. [redacted]'s anniversary date of August 18, 2016.
We're sorry that Mr. [redacted] is disappointed regarding his limited warranty. A limited warranty is commonplace and a full warranty is almost non-existent in today's commerce.
Please feel free to contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/10/29) */
What Sleep Number says is true, however they left out some facts:
First I actually called a total of three times and I received the same reply all three times. The reply was although the bed has a twenty year warranty it is only a full replacement for the first 2 years.
Secondly when we purchased the bed (over $2400) the sale rep. did not tell us that
only the first 2 years are a full replacement and the remainder of the 20 years is prorated. Furthermore the warranty is not even mentioned until page 36 (last page) of the booklet that came with the bed.
Lastly, although it was a lot of money my wife and I made the decision to purchase the bed due to the good reviews we read, the "20" year warranty, and because of my Spinal Muscular Atrophy (a good night sleep is important).
I find their response incomplete and a total lack of a company standing behind their product.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2014/12/22) */
December 22, 2014
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 discussed and resolved today on December 22, 2014, with...

mutual satisfaction. We sincerely apologize to Ms. [redacted] for the delay and any inconvenience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst