Select Comfort Corporation

Initial Business Response /* (1000, 6, 2015/08/26) */
August 26, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
Mrs. [redacted]'s complaint was resolved on August 8, 2015. We're sorry Mr. & Mrs....

[redacted] experienced a delay in receiving their bed and we apologize for any inconvenience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 8, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I WANT A FULL REFUND AND I WANT THEM TO GET THEIR BED OUT OF MY HOUSE. REFUND FIRST.
Final Consumer Response /* (3000, 15, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm still having issues with this company to come pick up their bed. It's never ending with this company.
Final Business Response /* (4000, 17, 2015/09/11) */
September 11, 2015
Case # [redacted]
Dear Revdex.com:
Mr. & Mrs. [redacted]'s bed is scheduled to be picked up tomorrow on Saturday, September 12, 2015. If they have any questions regarding their appointment, they should call Home Delivery at[redacted] or our customer service at [redacted].
Again, we are very sorry for any inconvenience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

April 17, 2017 Revdex.com of Minnesota & North DakotaRE:           Ms. [redacted]  Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted]. Ms. [redacted]...

purchased an m7 Queen Mattress, a Queen FlexFit2 Adjustable Base, and a set of FlexFit Brackets on October 11, 2014.  The mattress was exchanged to an i8 Queen Mattress on November 1, 2014.  The i8 Mattress was installed on November 22, 2014. Ms. [redacted] called our Customer Service Center (CSC) on March 11, 2017 stating Mr. [redacted] was having comfort issues.  She wanted to know what we could do for her because she spent so much money.  We could replace the foam under warranty, if defective.  She asked about upgrading. Ms. [redacted] called our CSC on April 12, 2017 and explained 5 months prior she was sleeping and got a shock that pushed her off the bed and across the room.  She said she heard of another manufacturer was having a recall due to the adjustable bases shocking people and was concerned. We advised we have no such issues. We put her in touch with Leggett and Platt and they said the same.  Per her request, we noted her file that she said she was shocked.  This Select Comfort mattress model does not have any electronics or electrical conductors within it.  All electronics are housed in a pump module under the bed and is connected to the mattress with a plastic hose that is unable to conduct any electricity.  The electronics in the pump module has its output rated as a class 2 electrical circuit, which the National Electrical Code defines as a circuit that inherently limits incendiary and electrical shock events by physical power limiting devices.  The electronics modules are also NRTL listed for safety compliance. We cannot honor her request to replace the bed and assure that there is no way she could have gotten an electrical shock from our mattress.  Best regards,Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 7, 2014/11/03) */
November 3, 2014
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We hope Mr. [redacted] will accept our sincerest apologies for the frustration and...

inconvenience he experienced with our service. I can assure you that the problems that occurred do not happen frequently. This is not our normal mode of operation. Our mission at Select Comfort is to provide World-Class Customer Service and it is apparent that we fell short of that mark in this case.
We air shipped a c2 Queen Mattress and Modular Base directly to Mr. [redacted] via UPS, which was delivered on October 27, 2014. We have credited Mr. [redacted] the Home Delivery Service fee plus a cash appeasement to his Synchrony financed account.
We hope that Mr. [redacted] is enjoying his new Sleep Number bed. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

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, 8, 2016/01/04) */
January 4, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she experienced in reaching out...

to our company regarding her refund. Ms. [redacted]s refund for $1,551.34 settled on December 24, 2015. As a token of our apologies, we also credited her Home Delivery Return Service fee of $179.99 + tax = $196.64. We understand that this was a tremendous inconvenience and appreciate her patience.
Best regards, Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This would be acceptable, except I have not received the $196.64. Once this happens, I will be satisfied.
Final Consumer Response /* (2000, 15, 2016/01/20) */
Final Business Response /* (4000, 14, 2016/01/20) */
January 19, 2016
Case # [redacted]
Dear Revdex.com:
The $196.64 credit settled to Ms. [redacted]' Synchrony account the next day, on January 5, 2016.
Regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 11, 2016/01/26) */
January 26, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
Our records indicate that Mrs. [redacted] purchased a Sleep Number(r) i8 Split King...

Mattress, a Split King FlexFitTM 2 Adjustable Base, and Home Delivery Service at one of our retail stores on August 22, 2015. Mrs. [redacted]'s order total was $7,736.06 - she paid $4,800 using a Synchrony financing plan and the balance of $2,936.06 on Visa credit card. Mrs. [redacted] accepted delivery of her mattress and adjustable base on September 1, 2015.
Mrs. [redacted] signed her Customer Order Agreement (copy available upon request), acknowledging the terms and conditions of sale were fully understood; which included 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."
On December 21, 2015, Mrs. [redacted] called our customer service requesting authorization to return both her mattress and adjustable base and was reminded that her adjustable base is a non-returnable item. Mrs. [redacted] refused all attempts for us to address her complaints and Sleep Number did not believe there were any defects in materials or workmanship related to her concerns. As an exception, we offered to accept a return for refund of Mrs. [redacted]'s adjustable base with a $500 restocking fee. Mrs. [redacted] agreed.
On January 21, 2016, Mrs. [redacted]'s mattress and adjustable base were picked up. Mrs. [redacted]'s refund total was $6,850.88: $4,800.00 to Synchrony and $2,015.88 and $35.00 to her Visa.
We cannot refund the restocking fee, but we have applied an additional credit of $192.59 ($179.99 + tax) to her Visa for the Home Delivery & Set-up Service, as a token of our apologies for the Sleep IQ issue. We're sorry the mattress and adjustable base did not work out for Mrs. [redacted] and wish her well.
Best regards,
Legal Correspondence Analyst

May 21, 2016 Revdex.com of Minnesota and 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]. According to our records, Ms. [redacted] purchased an i8 FlexTop King Mattress w/SIQ, a FlexTop King FlexFit2 Adjustable Base and several bedding accessories on April 30, 2016.  Ms. [redacted] changed her mind and called our Customer Service Department on May 3, 2016 and cancelled her order. Last fall we implemented a company-wide computer systems conversion and while most issues have been resolved, on rare occasions an issue comes up.  The system wouldn’t allow us to settle the funds back to Ms. [redacted] in normal fashion.  On May 16, 2016 we mailed a check in the amount of $390.77 (the total of the two credits) to the address of record.  It is because of rarities such as this that we always advise our customers to continue making their scheduled payments.  In such situations any overage paid will be refunded by the financial institution.  We sincerely apologize to Ms. [redacted] for the frustration she has experienced in regards to her refund.   We understand this was a tremendous inconvenience and appreciate her patience. We’re sorry Ms. [redacted] had a change of heart and hope that she will reconsider us in the future. Best regards,                              Customer Advocacy Escalation Consultant

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

reaching out to our company regarding their complete delivery. We understand that this was a tremendous inconvenience and appreciate their patience.
All components were delivered to Mr. & Mrs. [redacted] on December 10, 2015. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

March 23 , 2017   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].  ...

One of our Customer Advocacy Managers called out to Mr. [redacted] and the complaint was resolved with mutual satisfaction.  We’re terribly sorry for the error and consider this matter closed.   Regards, Customer Advocacy Escalation Consultant

May 11, 2016 RE:        Ms. [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted]. We’re sorry for Mr. [redacted]’s experience and the damage done to her home during the...

installation of her Sleep Number® Queen Dual i8 Mattress with SIQ and Queen FlexFit1 Adjustable 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 of installing our product.  Ms. [redacted]’s complaint was discussed today May 11, 2016 and she agreed to the resolution presented.  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, 5, 2014/10/02) */
October 2, 2014
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
On September 11, 2014, per Mr. [redacted]'s request, his order was canceled. We hope...

Mr. [redacted] will accept our apologies for any inconveniences. Mr. [redacted]'s credit card was credited in full for $2,893.26 on September 29, 2014.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2014/10/07) */
October 7, 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 was discussed and resolved today on October 7, 2014, with...

mutual satisfaction.
The "10 YEAR STAIN PROTECTION LIMITED WARRANTY" is available upon request. Please note the following warranty limitations:
Repair or replacement of a product under this Limited Warranty in no way lengthens the limited warranty period.
Replacement of the mattress is limited to one (1) mattress during the life of the warranty. Replacement of the mattress covered by this warranty fulfills all terms and conditions of warranty coverage for mattress and pad. Replacement of the Total Protection Mattress Pad is limited to one (1) Total Protection Mattress Pad during the life of the warranty. All replaced items become the property of Select Comfort.
We sincerely apologize to Mr. [redacted] and Ms. [redacted] for any inconvenience.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2016/03/02) */
March 2, 2016
RE: Ms. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she experienced...

regarding her order and delivery. We understand that this was a tremendous inconvenience and appreciate her patience. Ms. [redacted] purchased a Sleep Number QSE, Split King, Mattress and Adjustable Base through QVC. The address on the order was incorrect resulting in the product shipping to her parent's home. Sleep Number tried to intercept the packages, but they had been returned to sender by the receiver. This resulted in the bed having to be reordered. The order has shipped and is currently in transit with delivery expected tomorrow-March 3, 2016. There are a total of seven boxes and Ms.[redacted] can reach out to our Customer Service Department at [redacted] to obtain the tracking numbers if she wishes.
Best regards,
CS Correspondence Manager

Initial Business Response /* (1000, 5, 2015/03/04) */
March 4, 2015
Case # XXXXXXXX
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) p6 King Mattress &...

Modular Base ($2,793.58 with tax included and after a promotional credit of $313.20) and Home Delivery Service ($194.39) at one of our retail stores on January 1, 2015. Mr. [redacted] paid an actual total of 2,948.37 for his purchase using a Visa credit card. Mr. [redacted]'s mattress and base were delivered on January 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.
On January 21, 2015, Mr. [redacted] called our customer service requesting authorization to return his mattress and base and was provided the three return shipping options, which are:
You can return it using a carrier of your choice and you are responsible for any shipping charges.
Or, we can set up pre-paid shipping labels that will be deducted from your refund (for a fee of $29.99 per box). These labels will include insurance and all the necessary information to ensure timely processing of your refund (Return Merchandise Authorization number, your address, our address, etc.).
Or, you can choose our Home Delivery Return Service. Technicians come to your home, disassemble, package and ship the bed back to us. The cost for this service is $199.99 and is deducted from your refund.
Mr. [redacted] chose Home Delivery Return Service and understood that $199.99 would be deducted from his refund.
Mr. [redacted] could have chosen UPS Delivery for $89.99 versus Home Delivery & Set-up Service $179.99. It seems that Mr. & Mrs. [redacted] might have gotten the $89.99 UPS Delivery cost confused as the Home Delivery Return Service cost.
Mr. [redacted]'s mattress and base were picked up on January 28, 2015. Upon receipt, his Visa was credited for $2,553.99.
We're sorry, we cannot accommodate Mr. [redacted]'s request for any additional refund. We're sorry the mattress and base did not work out for Mr. & Mrs. [redacted] and wish them well.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/03/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They completely ignored the fact that we were lied to by the so called sales professional. She told us the cost, when we asked about it, would be $89 to return the bed. She mentioned nothing else. The return policy on the web site gave none of the details mentioned, other that the fact we would be responsible for the shipping, nor did the paper work we received. They also ignored the fact that this so called sales professional also did not inform us that we could have chosen to have the bed shipped to us without the home delivery and setup.They ignored that the delivery people did not leave the boxes so that we could return the items ourselves. Finally, we would have hesitated to buy the bed, that we were unable to try out first, if we had known it would cost us $400 to return it. I feel that we have gone from being a happy sleep number bed owner to feeling we have been deceived and misused in order to get a sale. So no this is not acceptable.
Final Business Response /* (4000, 9, 2015/03/16) */
March 4, 2015
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
There was obviously some sort of misunderstanding or confusion regarding the cost to ship or deliver the bed, and the cost to return the bed. Everything else Mr. [redacted] has ever purchased from Sleep Number, including a mattress in 1995, was shipped to him via UPS. We depend on UPS a great deal, since we cannot send our Home Delivery Service to all locations where UPS can deliver. If you purchase a bed on our web site, you are offered both options, UPS and Home Delivery Service, wherever available. Of course we expect our sales professionals to inform the customer of both methods of delivery and we apologize if both options were not made clearer to Mr. [redacted].
At Mr. [redacted]'s location, UPS Delivery is $89.99 or Home Delivery & Set-up Service for $179.99 (plus tax). Home Delivery Service does not leave behind the shipping boxes unless the customer requests it. Most customers appreciate the fact that they don't have to worry about the recycling or disposal of the boxes.
The cost of UPS Shipping is non-refundable. The cost of the Home Delivery & Set-up Service of $179.99 is non-refundable. Home Delivery Return Service (disassembly, packaging, shipping and insurance) at $199.99, 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.
We're sorry, we cannot accommodate Mr. [redacted]'s request for a refund of the Home Delivery & Set-up Service or Home Delivery Return Service.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

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

out to our company regarding her warranty concern. We understand that this was an inconvenience and appreciate her patience. Ms. [redacted] elected to cancel her order so her MasterCard was credited in full on December 23, 2015. We regret that we have lost Ms. [redacted]'s business due to our computer conversion.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 13, 2016/02/03) */

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] ordered a c4 Mattress on January 26, 2017.  The mattress was scheduled to be delivered on February 23, 2017 but the freight was misrouted.   Our Customer Service Representative called out to Mr. [redacted] as soon as we were made aware of the error and offered the soonest available date of March 6, 2017.   The model of mattress Mr. [redacted] ordered is a “Made to Order” mattress and has a longer lead time than our “Made to Stock” models.  In looking into the situation we found that if we ordered a new mattress for Mr. [redacted] the delivery would still have to go out two weeks because of this.  Our delivery routes are booking fast due to the amount of sales from our President’s Day Sale.  If there was a way we could get the mattress to Mr. [redacted] sooner we would most certainly do so.   We’re terribly sorry for the inconvenience this has caused and would like to offer a set of sheets as a token of our apologies.  Mr. [redacted] can contact our Customer Service Center at ###-###-#### once he has chosen his sheets of choice and we will place the order for him.   His file as has been noted with this information and anyone can assist him.  The Customer Service Center hours are 8:00 AM to 8:00 PM CST Monday through Friday and 8:30 AM to 5:00 PM CST on Saturdays.    Best regards, Customer Advocacy Escalation Consultant

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, 8, 2015/12/14) */
December 14, 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 canceled order and refund. We understand that this has been a tremendous inconvenience and regret that we have lost his business due to our company-wide computer conversion.
A refund for $431.40 was credited to Mr. [redacted]'s Visa on December 2, 2015. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company has lied to me, held over $6,000 of my money for two months promising that they could deliver.
I have spent hours on hold, took time off of work (Because they did not call two days in advance per their policy)
I have paid interest on my purchase
I have had to travel to the place I made the purchase three times
The refund noted for 431.40 I received because I went to the store and returned the bedding. The corporate office said I could keep it... They said that because I paid for it already!! This bedding will only fit their bed. Why would I want to keep it???
Horrible company!!!

Initial Business Response /* (1000, 7, 2015/12/21) */
December 21, 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 and appreciate his patience. Mr. [redacted]'s check for $148.74 was mailed on December 20, 2015.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 9, 2015/12/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At first glance I would absolutely accept the response of SleepNumber. Until I recieved my mail today. I was happy/optimistic when I noticed that I had a correspondce from Sleep Number, having read the company's reply to my complaint I was sure to take note of the date in which this letter was mailed, before even opening the envelope. With SN's promise that they had placed a check in the mail for the $148.74 on Dec 20, I was even more optimistic that I had finally put an end to this fiasco. However, I am not so lucky, especially not while dealing with a company with a overall system of ineptitude, carelessness, and lack of customer service. Instead of receiving a check as their legal department promised I was mailed a shipping label so I could ship back the bed frame that I REFUSED delivery of. This is now the second shipping label I have been mailed by SN. I have called the only customer service number available 5 times!!! Each time I am told that they rep is completing the refund process, and that they would fill out a request for a manager to call me back in 48-72 hours. Not only have I not been given MY money back, but I have still been unable to speak with a manager. I am beyond a loss for words. This is without a shadow of a doubt the worst customer service experience I have ever been forced to deal with. I would really appreciate it if the Revdex.com could provide me with some direction as to additional recourse available to a customer, as SN apparently could care less. I have attached a pic of the wonderful letter I recieved from this mockery of a company.
Final Business Response /* (1000, 13, 2016/01/08) */
January 8, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
Again, we sincerely apologize to Mr. [redacted] for the delays he experienced in reaching out to our company regarding his refund. Mr. [redacted] did not receive a check refund. Mr. [redacted]'s MasterCard (ending in [redacted]) was credited $148.74 on December 20, 2015. We are sorry for the misinformation regarding his method of refund.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 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 Mr. & Mrs. [redacted] for the delays they experienced in...

reaching out to our company regarding their recent bed order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed Mr. & Mrs. [redacted]'s order. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted] elected to cancel their order. The original purchase price has been refunded 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