Sleep Number Corporation

June 26, Revdex.com of Minnesota & North Dakota RE: Mr*** Case # *** Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** Mr
*** purchased a Full cMattress and a pillow on June 3, 2017. At that time we were having fulfillment issues with one of the components of the bed and had longer than lead times. This is definitely not the norm and has affected numerous customers. We were unable to expedite the order based on missing product. We’re sorry if the notification of extended lead times was not conveyed at the time of purchase In looking at Mr***’s file, the bed has shipped and was delivered via UPS on Friday June 23, 2017. We’re truly sorry for the delay and are happy to have Mr*** as part of the Sleep Number Family Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2015/12/14) */
December 14,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr& Mrs***
We sincerely apologize to Mr& Mrs*** for the delays they experienced
in reaching out to our company regarding the delivery of a componentWe understand that this was a tremendous inconvenienceThe part was delivered today on December 14,
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2015/12/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is wrong that is took weeks for my item to be sent out, we did receive the item and are glad for thatUnfortunately for them we will never buy any of their products again and have let many people know why

Initial Business Response /* (1000, 19, 2016/01/18) */
January 18,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr***
Again, we sincerely apologize to Mr*** for the delays he experienced in
reaching out to our company regarding the delivery and sof his bedMr***s bed was originally delivered on September 5,
Mr*** will be contacted directly by our vendor, Installs, Inc., regarding his damage claim within the next 5-business daysAgain, we apologize for this inconvenience and hope Mr*** is enjoying his Sleep Number bed
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 25, 2016/02/02) */
*** See Attached ***
Final Business Response /* (1000, 29, 2016/02/16) */
February 15,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to again follow up regarding the complaint of our customer, Mr***
On February 11, 2016, Installs, Incassured us that Mr*** would be contacted regarding his damage claim that dayWe assume that he has been contactedAgain, we apologize to Mr*** for this inconvenience
Best regards,
Legal Correspondence Analyst

I am rejecting this response because:The information is not full what has been said to usthe business only emailed me back on Feb 16th from my email on the 5th: This is what I was emailed : Cr: *** Hello ***,I'm sorry to hear that you are not satisfied with the bed! We do want you to be able to get the bed that best meets your sleep needsIf you are certain that you want to return the bed, please consider your two options on the return shipping process:Your first option is to have our Home Delivery Technician come to your home, dismantle, package and ship the bed for youThis will range between $and $229.99, depending on your location.Your second option is to use our UPS return shipping labelsThese labels will include all the necessary information to ensure timely processing of your refund (Return Merchandise Authorization number, your address, our address, etc.) The cost of $per label is deducted from your refund.In order to set up a return, please contact our Customer Service department directly at ###-###-#### with the option you would like to useWe are not able to process a return through email.Customer Service Call Center Hours:Monday - Friday: 8:am - 8:pm CSTSaturday: 8:am - 5:pm CSTSunday: ClosedSincerely,Maggie*** was told by Greg on the phone call that we could not return the bed until days have passedThis was not a suggestion, also we were not told each, we were told to return and we only need to tell them how many labels we neededAlso what business listed as items during purchase we do not know what the modular platform is We bought the mattress and the extended warranty We were given a back support pillow and knee pillow Which we are being told we cant return the warranty item (bed cover) At this time, we have a store rep telling us one thing and a phone explaining something different and the email above/ business response to the complaint Is this not standardize training for your company? Again my question is why no one asked to send a tech to look at the bedThe reason we had not called yet as the rep from the store had promised to follow up with us on the 13th as she had stated to try using a topper , but we did not call the business to request said topper as we had one for our other bedWe were told we could not send back the bed until after days We being told to cover the return of a product that is defective I have a video I am attaching showing the remote going nuts while I was trying to put Colins side back to his sleep number after we added the topperWe have not been sleeping on the bed as it hurts both of us. Again I understand as I have a Cthat sleeping on the beds can take timeHowever we slept fine for a week with no issues before *** and I started having issuesWe have messaged in all the ways the business has stated as we were looking for help the rep in the store would not listen , so I emailed*** called to try and get help and was told for tech to come remove the bed and for mailing slips or we could pay to send it back. We will try to call again as we are wishing to return as all requests for help with the bed feel as if they have not listed to the issues being statedWe asked the store rep and Greg the phone rep if this could be an issues possible defect in the chambers? All we heard was you have to get used to the bedAgain if that the case why did we sleep fine the first week and then have issues This seems very illogicalOver this whole time if the business had offered to send a tech or explained a way to handle the issues that started after week one, insted of seem to sell us more thing for the bed We would be galde to work to find a way to keep the bed but at this time I will be calling and sitting minutes or so on hold to have the bed returnedHopefully they can explained all the listed items as I am hoping we are not being billed for something we did not get. Thank you Revdex.com for your time and for the corp response

Initial Business Response /* (1000, 8, 2016/01/12) */
January 12,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
We sincerely apologize to Mr*** for the delays he experienced in reaching out
to our customer serviceThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected his order and deliveryMr***'s bed was delivered on December 31,
We have credited Mr***'s Synchrony account for $as a token of our apologiesAgain, we are so sorry for the delays and we hope that Mr*** is sleeping well
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/10/28) */
October 28,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
Mr***'s complaint was resolved on October 19, We apologize to Mr***
for any inconvenience and wish him wellPlease contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/10/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Select Comfort promptly responded and worked through the issue with me

I am rejecting this response because: I was told by the bank that I can continue to pay for the base which is not refundable the base was I have made two payments of they said they did not have any problem with me continuing my payments as scheduleI paid with a credit card leaving a balance of from the mattress to be added to the finance bank (Synchrony), for a total of please look at the policy which I have enclose so you can see that they say if I'm not satisfied with in the days I will get a full refund they need to stand by what they told me and what they write on their contractsif they want to deduct the from the mattress I'll go with that but for them to take all my money that I paid them no I do not agree.Thank you for your I hope they honor what they say and write.*** ***

Initial Business Response /* (4000, 11, 2016/01/20) */
January 19,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
We sincerely apologize to Mr*** for the delays he experienced in reaching out
to our company regarding his orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected his order and shipmentMr***'s bed was delivered via UPS on December 23, We understand that this was a tremendous inconvenience and appreciate his patienceWe have applied a credit to Mr***'s Visa as a token of our apologies
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/09/09) */
September 9,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
Mr***'s complaint has been resolved with mutual satisfactionWe are taking
a return for refund on Mr***'s iLE Mattress and BaseThe Home Delivery Return Service is scheduled for September 12th, at no charge
We apologize to Mr*** 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, 2015/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as the original purchase price minus the delivery fee is refunded to my card, and I am not charged the $for the return, then this is fineI still have some soreness to my back nearly two weeks after sleeping on their mattress thoughI will be seeing my doctor to determine if it caused any permanent damage or if it's just temporary, albeit long, soreness
Final Consumer Response /* (2000, 19, 2015/09/29) */

Initial Business Response /* (1000, 5, 2015/12/18) */
December 18,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***, on behalf of his daughter
We sincerely apologize to Mr*** for the delays he
and his daughter experienced in reaching out to our company regarding the refund on the American Express Gift cardWe understand that this was an inconvenience and appreciate their patience
Ms*** was mailed a check for $on December 16, (check # ***)Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2016/02/17) */
February 17,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
We're sorry for the delays Mr& Mrs*** experienced regarding their trial
returnThis is not our mode of operationWe understand that this was a tremendous inconvenience and appreciate their patience
A Trial Return has been set up for Mr& Mrs***'s Sleep Number(r) Queen Dual pand Queen FlexFitadjustable baseMr& Mrs*** will receive a call from our Home Delivery team by March 2, to schedule their Trial Return pick upMr& Mrs*** will be refunded on their Synchrony Financial account within weeks of returnMr& Mrs*** have already returned their SleepIQ for a refundWe regret we have lost Mr& Mrs***'s business
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 7, 2016/02/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept in good faith that the Select Comfort Corporation will honor the above response and fully refund the total price of the Queen Dual pmattress and Queen Flex Fit adjustable base as well as pick up and delivery chargesI received a phone call today February from the Home Delivery team at Sleep Number to schedule a pick up for Friday, February I want to confirm that both mattress and base will be picked up at that time

Initial Business Response /* (1000, 8, 2016/01/29) */
January 29,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
We sincerely apologize to Mr& Mrs*** for the delays they have experienced
regarding their warranty orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected their order and deliveryWe understand that this was a tremendous inconvenience and appreciate their patienceAccording to our records the warranty parts were delivered to Mr& Mrs*** January On January 29, we set up a warranty order for a Coverlet, Stone, QueenThis is expected to be delivered within the next weeksOn January 29, we also appeased bedding items as a token of our apologiesThese should be delivered within the next weeks
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 5, 2015/10/26) */
October 26,
Case # XXXXXXXX
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
Our records indicate that Mr*** purchased a Sleep Number(r) pQueen Mattress
(with SleepIQ), a Queen FlexFitTM Adjustable Base and Home Delivery Service at one of our retail stores on September 14, Mr***'s order was paid using Synchrony Bank financingMr***'s mattress and adjustable base were delivered on September 24,
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 productsIt's a highly structured processOur 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 policyAll policies, the terms and conditions of sale and the limited warranty are available to anyone interested and we invite all prospective customers to read them, ask questions and understand them before making a purchase
The Sales Professional who assisted Mr*** went over the terms and conditions of sale in detail and Mr*** signed his Customer Order (copy available upon request) as well as initialed the respective disclaimer relative to his purchase, including the Adjustable Bases Return/Exchange Policy:
"Adjustable Bases Return/Exchange Policy: The FlexFitTM 1, FlexFitTM 2, and FlexFitTM Adjustable Bases are not covered under the Sleep Number(r) Night In-Home Trial policyAll sales of FlexFitTM 1, FlexFitTM 2, and FlexFitTM adjustable bases and/or Surround Silhouettes are finalNo returns or exchanges will be authorized or accepted."
Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM 1, FlexFitTM 2, and FlexFitTM Adjustable BasesMr***'s did choose to return his mattress for refund and his Synchrony account was credited for $2,on October 26, We're sorry, we cannot accommodate Mr***'s request for authorization to return his Queen FlexFitTM Adjustable Base
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 11, 2016/01/25) */
January 22,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
We sincerely apologize to Mr*** for the delays he experienced in reaching out
to our company regarding his order and deliveryWe understand that this was an inconvenience and appreciate his patienceMr***'s purchased components were delivered on January 20, and we are mailing Mr*** a $check as a token of our apologies
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 13, 2016/01/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response, because they offered to give some credit ($100) for the inconvenience, and lack of communication regarding my orderI have received the product, and do expect to receive the check as promised
/s
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory to me
To even imply I am satisfied and was in is simply false
Sincerely,
*** ***

Initial Business Response /* (1000, 8, 2016/01/08) */
January 8,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
We sincerely apologize to Mr*** for the delay he experienced in reaching out
to our customer service and for the delay in the delivery of the new componentsThis is not our mode of operationWe recently implemented a complete computer systems conversion, which affected his order
Mr*** received delivery on December 31, We truly appreciate his patience
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2016/01/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Replacement parts were received as needed, but very long process to get there(21/months)

Initial Business Response /* (1000, 7, 2016/03/07) */
March 7,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
Mr*** has a Sleep Number mSplit King Mattress and a FlexFit Plus Adjustable
Base that he purchased in
Mr*** called our customer service on February 17, During the recorded conversation, Mr*** said, "I have an opportunity to purchase a Sleep IQ pumpThe Customer Service Representative (CSR) told Mr*** that it should fitMr*** said, "Cool, well I think we're going to upgrade, my wife is giddy about the whole technologyThe CSR did not know that Mr*** was referring to a pump purchased from an unauthorized reseller and the CSR provided correct information
Our Legal Counsel contacted Mr*** regarding his complaint stating, "You are requesting access to on-going Sleep IQ services through a device that was not purchased from usAside from the plain language of the End User License Agreement that specifically provides that they are not transferrable, there are considerations related to privacy, data security, warranty coverage and the likeI note that it appears from your listing on eBay, that instead of being the purchaser of the pump in question, you have listed the pump for salePlease note that anyone you sell that pump to will be unable to use the pump to access the Sleep IQ servicesFurther, given that this pump was not purchased from us, we are interested to learn from where or from whom you "purchased" this pump so that we may continue our investigation."
Mr*** did not provide us with any additional informationPlease contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 9, 2016/03/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I inquired about the sleepIQ pump, someone should have notified me that the only way the service would work was with a pump purchased directly from them
It was rather obvious, given the context of the telephone call, that I wasn't buying the pump from sleepnumber
Nowhere on their website does it mention that the sleepIQ pump must be purchased from them directly in order to utilize their serviceEnd User License agreement that they keep talking about is something that I have never been providedNowhere in any of my contract terms for my bed has such a restriction ever been communicated to me, and I can't find that language anywhere on their website when I searched for it
In regard to their "legal counsel," I provided them proof (in the form of an ebay invoice) that I did in fact purchase the pump from a seller on ebayOnce their legal counsel contacted me and told me that they would not do anything, I listed the pump for sale with the disclaimer that it would not work unless you had a sleepiq account (which was NOT included on the auction I bought it from)
Despite sleep number's contention that I didn't purchase the pump at all (I'm not sure if they were trying to say that I stole it, but it wouldn't surprise me), I did actually purchase the pump and I provided that info to the company
You can close this complaintI'm not satisfied with the way this business does business, but there's nothing that you guys can do about it
Final Consumer Response /* (2000, 11, 2016/03/08) */
This complaint can be closedI was able to get rid of the device at minimal loss to myself, mooting the issue
Thank you for your assistance

July 5, Revdex.com of Minnesota & North Dakota RE: Mr*** Case # *** Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
Mr*** states that he purchased an AirFit Pillow with CoolFit Foam from our Easton Town Center Store on January 12, Mr*** sent in photos of his online BankAmericard statement showing the purchase as well as pictures of the pillow and its packaging The pillow received was a contour pillow and Mr*** wanted a classic pillow Mr*** is now requesting an exchange Per our Terms and Conditions of Sale, all Bedding Collection items are final sales Within days of receipt we will honor a one-time exchange to another Bedding Collection item The first we heard from Mr*** was months after his purchaseAlthough we had the pictures, we could find no file for Mr*** using his name, address, phone number or email address We reached out to the Easton Town Center Store with the purchase date and dollar amount of the order They found an order matching the date and dollar amount but it was not connected to Mr***They had run the purchase through their store account versus setting up a file for Mr*** Customer files are necessary for warranty, exchange and return purposes The files allow us to see the product purchased and the purchase date An account has been set up for Mr*** and the pillow he received as been added as an active asset Due to the sales error, we will honor an exchange to the AirFit Classic Pillow, CoolFit Foam, Standard With all exchanges or returns, return shipping is the customer’s responsibility The part number is The offer is valid for two weeks Mr***’s purchase was over days ago so the exchange cannot be processed in the store We ask MrWhite to contact our Customer Service Department at 800-472-by July 19, to process the exchange We recommend calling as soon as possible as the AirFit Pillows are on close out and supplies may be limitedBest regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2016/01/15) */
January 15,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
Our records indicate that Ms*** purchased a Sleep Number(r) iQueen Mattress,
a Queen FlexFitTM Adjustable Base, one Total Protection Mattress Pad and Home Delivery Service at one of our retail stores on December 4,
Ms***'s order total was $4,- she paid $4,using a Synchrony financing plan and the balance of $on Visa credit cardMs*** accepted delivery of her mattress and adjustable base on December 17, and the mattress pad was shipped via UPS
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 productsOur 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 productsAll 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 purchaseMs*** did sign 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 Adjustable Bases are not covered under the Sleep Number(r) Night In-Home Trial policyAll sales of FlexFitTM 1, FlexFitTM 2, and FlexFitTM adjustable bases and/or, Surround Silhouettes are finalNo returns or exchanges will be authorized or accepted."
After accepting delivery on December 17, 2015, Ms*** 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 itemMs*** said that she thought she would be getting a FlexTop, which is only available in a king sizeBecause of the apparent misunderstanding at the time of purchase, we authorized the return of the mattress, and the adjustable base with a $restocking feeMs*** agreed
On December 24, 2015, we credited Ms***'s Synchrony account the cost of Home Delivery & Set-up, $+ tax = $
On January 7, 2016, Ms***'s Mattress and Adjustable Base were picked upHer Synchrony account was credited for $3,and her Visa for $Ms***'s total refund was $4,Ms*** paid $for her Total Protection Mattress Pad, a $restocking fee and $for Home Delivery Return Service
We're sorry, we cannot accommodate Ms***'s request for any additional refundWe're sorry the mattress and adjustable base did not work out for Ms*** and wish her well
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2016/01/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
AS I explained to Sleep number - I would NOT have purchased a bed at all which would mean I would owe them nothing if I knew the bed I wanted only came in king sizeI was not home at the time of delivery so therefore I didn't know the bed was wrong until I came home and even then the delivery driver told us he would not take the bed back because now we needed a return merchandise Ok from sleep numberThey also told me they would refund the entire
$to my credit card which evidently they did not doAgain what I can't get anyone to address is the fact that why should I pay fees to return a bed I did not orderI wouldn't have bought a king bed and would have walked out of the store with NO purchaseBecause they sent the wrong bed I am now having to pay re-stocking fees and other feesI don't agree with this at allI am willing to pay for the mattress pad, but don't feel I should have to pay for anything elseAt no time did they tell me if I didn't keep the bed after the days that I would have to keep the frame - which they never let the customer return - so the fact that they picked up the frame tells me they knew there was a mistake, but I am stuck paying for their mistake

Initial Business Response /* (1000, 8, 2015/12/23) */
December 23,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr& Mrs***
We sincerely apologize to Mr& Mrs*** for the delays they experienced
in reaching out to our company regarding the delivery of their bedMr& Mrs*** elected to cancel their order due to the delaysMr& Mrs*** received a full refund as of December 19, We understand that this has been a tremendous inconvenience and regret that we have lost their business due to our company-wide computer conversion
Best regards,
Legal Correspondence Analyst