Sleep Number Corporation

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're sorry for the delays Mr*** 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 delayed his orderWe understand that this was a tremendous inconvenience and appreciate his patienceMr***'s Sleep Number(r) Double Cmattress was delivered January 28, We have appeased a set of Sheets, Smart Classic, White, Full and Mattress Pad, Total Protection, FullWe hope this helps ease some of his frustration
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks for the response

I am rejecting this response because: the information was provided by the company is incorrectThey contacted me today, Thursday, October 5, not on Sept My voicemail clearly states my full name, so unless they incorrectly contacted he wrong number on “Sept 28” (never received a call on that date) or they were unaware of my name, I’m not sure how they can state that the name on my Vm doesn’t match my nameThe one (and only) voicemail was left by Lisa today, indicating it was in reference to my complaint with the Revdex.comI called back this evening (it was after working hours) and left a voicemail for her.I will let you know if and when I receive a response from them. thanks

October 5, Revdex.com of Minnesota & North Dakota RE: Mr*** Case # *** Dear Revdex.com: Thank you for the opportunity to respond regarding he complaint of
our customer Mr*** Mr*** purchased a King cMattress on August 26, The mattress was shipped to his home via UPS. Unfortunately, the mattress did not work out for Mr*** and he opted to return. Mr*** chose to have us send two prepaid insured UPS return labels to return his mattress. The cost of the labels was $63.58. Per the Terms and Conditions of Sale, the customer is responsible for the shipping costs. This includes the shipping to the home and shipping the product back should they wish to return We are unable to accommodate his request to have the shipping fees refunded. We have an obligation of fairness to all our customers and cannot make his request an exception. We’re sorry the bed did not work out for Mr*** and wish him well Best regards, Customer Advocacy Escalation Consultant

April 17, Revdex.com of Minnesota & North Dakota RE: Ms*** Case # *** Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms
***. A member of our Corporate Office reached out to Ms*** to apologize for the experience. Upon reviewing the customer file, we found that the file was clearly noted on January 18, that the warranty would transfer from mother to daughter. Sleep number has since revised the terms of our Year Limited Warranty and the warranty is no longer transferable. Additionally, a second notation has been placed in the account that we will honor warranty coverage on the mattress for Ms*** for the remainder of the warranty term We apologize for the experience Ms*** has had with our Customer Service Department and will use this as a coaching opportunity going forward. Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2016/01/04) */
January 4,
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 deliveryMr*** elected to cancel his orderWe understand that this was a tremendous inconvenience and regret that we have lost his business due to our company-wide computer conversion
Best regards, Legal Correspondence Analyst

September 15, Revdex.com of Minnesota & North Dakota RE: Mr*** Case # *** Dear Revdex.com: Thank you for the opportunity to follregarding he complaint of our customer Mr*** Mr*** worked with one of our Supervisors today and the matter has been resolved with mutual satisfaction Best regards, Customer Advocacy Escalation Consultant

July 21, Revdex.com of Minnesota & North Dakota RE: Ms*** Case # *** Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
Ms*** purchased a pKing Mattress with SleepIQ and some accessory items on May 4, She contacted us with issues regarding the SleepIQ System not recording data. Our representative explained that she had the SleepIQ System in privacy mode and when set to privacy, no data is sent. Additionally, we were contacted about possible air loss and sent out the troubleshooting and awaited the results so we could resolve if need be June 8, 2017, she made the decision to return the mattress Our representative set up the return and emailed return shipping labels. In reviewing the file once the complaint came in, it was found that the mattress was returned to our Irmo plant, but not checked in. We’re terribly sorry for this error and have since closed out the return. The refund should transmit to Synchrony Financial by the latest on Monday July 24, 2017. It can take Synchrony a couple of days to post the credit to Ms***’s account We’re sorry mattress didn’t work out for Ms*** and wish her well Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2015/11/19) */
November 19,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs***
We sincerely apologize to Mr& Mrs*** for the delays they have experienced
in reaching out to our company regarding the return of a pillowWe understand that this has been a tremendous inconvenienceI spoke with Mr*** today to let them know that we are mailing them a check for $84.23, that they should receive in the next 7-business days
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

August 29, Revdex.com of Minnesota & North Dakota RE: Ms*** 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 pMattress and Modular Base and a set of Queen Lyocell Sheets on July 29, The mattress and base were delivered on August 9, by our Home Delivery Team. The fee for the delivery service was $plus tax Ms*** called our Customer Service Center (CSC) on August 10, stating that she believed the bed to have a design flaw because the hoses should come out of the bottom of the bed, not at the head of the bed and asked our representative to “take a note that this is a design flaw and send it to whoever takes your notes.” Ms*** called our CSC the following day wanting to return. She said the showroom did not have a full sized pbut rather a mini model. Our stores do not have enough room to be able to showcase all of our models, so we present our customers with our most popular models. Ms*** states that her sales professional had her try a cand a pand based on Ms*** reactions to those models suggested the p6. The phas inches of foam as does the iso he had her try the iMs*** can unzip her mattress to confirm thisMs*** explained she did not like pillowtops which is why she didn’t go with the I Our representative offered additional foam for the inside of the mattress but she declinedOur representative gave Mrs*** the return options and she chose to have the bed picked up by our Home Delivery Team, the fee for this service is $179.99. She agreed as she just wanted the bed gone and was scheduled for August 27, 2016. Ms*** mentioned she really liked the air but not the indents in the mattress. Ms*** explained she slept at 35-and our representative explained the mattress is less than half full at those numbers. Our representative mentioned the foam again and Ms*** agreed to try it and the return was cancelled. On August 18, we got notification from UPS that they could not deliver the topper pad because the apartment number was missing or incorrect. They stated they were trying to reach the receiver and we called out to Ms*** and left a voicemail with this information as well Ms *** called our CSC on August 24, to return the bed. She was given the return options and chose the Home Delivery Team and was advised of the $fee. Ms*** said she knew of the cost. Our representative asked why she was returning and Ms*** stated the quality was not the same as the store models. Our representative scheduled the pifor the soonest available date September 2, Ms*** states that we misrepresented the pand are in breach of contract. The models at the store are not modified in any way from the advertised design. It’s quite possible that Ms*** confused the comfort of the pto the ishe tried in the store. She sent in pictures that she believes shows that the mattress is not inches high. Industry wide mattresses are measured in the center with a laser prior to stitching them together. The angels of the pictures seem skewed At the time of purchase, all customers are required to sign their Customer Order AgreementMs***’s Customer Order Agreement read as follows (only pertinent sentences in regards to returning listed): Returns: Once your authorized return has been completely received by us in good and sanitary condition, we will reimburse the full purchase price of the items being returned less shipping or Home Delivery Service and Setup fees. 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 While we regret that Ms*** did not find our bed to her liking, her bed was not defective in workmanship or materials. We have an obligation of fairness to maintain for all of our customers and we cannot accommodate Ms*** request for free Home Delivery and Return Services. We’re sorry the bed did not work out for Ms*** and wish her well Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2015/06/03) */
June 3,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
Our records indicate that Mr*** and Ms*** purchased a Sleep Number(r) mQueen
Mattress (with Sleep IQ) & Modular Base set (including tax, $2,912.68), an In-Balance Layer ($118.25) and Home Delivery Service ($197.09) at one of our retail stores on April 18, Mr*** and Ms***'s bed was delivered on May 4th,
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 purchaseBoth Mr*** and Ms*** signed their Customer Order Agreement acknowledging that all of the terms and conditions of sale were fully understood (available upon request); which included the following:
"Returns: No unauthorized returns are allowedIf you are returning your mattress, base or set purchase under the Night In-Home Trial policy, you must contact our Customer Service Center (***) to obtain a Return Merchandise Authorization (RMA) number before returning the bed to usOnce 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 feesRefunds will be issued to the original method of payment within approximately daysUnauthorized returns will be destroyed and no credit givenYou are responsible for the risk of loss and for shipping fees for returning or exchanging any productHome Delivery Return Services are available at an additional cost."
On May 26, 2015, Ms*** called customer service requesting authorization to return their bed for a refund and was asked to try the bed for at least daysMs*** said she would call back on June 3rd
On May 28, 2015, Ms*** called and was given an RMA (Return Merchandise Authorization) for the return of their mQueen Mattress (with Sleep IQ) & Modular Base for a refundMs*** said that she wanted the bed picked up and was told the cost of $would be deducted from their refundMs*** did not seem at all upset that she would have to pay for Home Delivery Return Service
Mr*** and Ms***'s bed set is scheduled for pick up on Monday, June 6th, Upon receipt, a credit of $2,will be applied to their financed account and a credit of $to a Visa (ending in 5150), for a total refund of $2,If Mr*** and Ms*** would like to reconsider all three return shipping options, they are:
You can return it using a carrier of your choice and you are responsible for any shipping charges
Or, we can set up ARS pre-paid shipping labels that will be deducted from your refund (for a fee of $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 ServiceTechnicians come to your home, disassemble, package and ship the bed back to usThe cost for this service is $and is deducted from your refund
Our Sleep Number 100-Night Trial does not state "risk-free." We're sorry, we cannot accommodate Ms***'s request for free Home Delivery ServicesIf Mr*** and Ms*** would like to change their return option, they can call us at ***We're sorry the bed did not worked for Mr*** and Ms*** and wish them well
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to respond to Sleep Number's response to my complaint
Sleep Number's response indicated that I first contacted Customer Service on May to request a returnThis is incorrectMy phone records clearly indicate that I first called on May 8, not May At that time, I was told to wait daysI then again called on May to request that the bed be returned
I also take exception to the statement that I did not seem "at all upset" that I would have to pay for the Home Delivery Return ServiceDuring that phone call, I understood that it was not the customer service representative's fault--this was company policyJust because I chose not to be rude to the customer service agent does not mean that I was not aggravated by the situationI feel it speaks volumes that Sleep Number believes that a consumer must become irate in order to express discontentEmotions are multi-faceted and unique to every individual; it's interesting and telling that Sleep Number does not understand this
The response also indicates that the bed is scheduled to be picked up on Monday, June To clarify, the return is scheduled for Monday, June June is a Saturday
The retail associate who sold us the Sleep Number bed repeatedly referred to the 100-Night Trial as "risk-free." Perhaps additional training is needed for the sales associates to not use this language, and to verbalize to consumers that the delivery costs would not be reimbursed, as the Customer Order Agreement was not reviewed with us prior to our purchaseAs such, we did not have the knowledge that the delivery fees would not be reimbursed, nor did we understand that it would cost an extra $for the bed to be returned
I also take exception to the statement that Sleep Number "cannot accommodate" my request for a refundI would like to stress that Sleep Number certainly has the ability to accommodate my request, and is CHOOSING not toIndicating that they are unable to accommodate this request is inaccurateThis is a choice that Sleep Number is making to not refund the money that I am rightfully owed
It does not appear that this matter will be resolved to my satisfactionUnfortunately, given our experience with Sleep Number, I can't say I'm surprised by their continuing poor customer service and blasé attitude regarding customer satisfaction
Final Business Response /* (4000, 11, 2015/06/16) */
June 16,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms***
Please accept my apologiesMs*** is correctShe called customer service on May 8, 2015, and said she would call back on June 3rdOn May 26, 2015, Ms*** called and was given an RMA to return their mQueen Mattress (with Sleep IQ) & Modular BaseIt is during this conversation, that in my opinion, Ms*** seemed to assume that she would have to pay for return shipping
Mr*** and Ms***'s bed set was picked up on Monday, June 8th, A credit for $2,was applied to their Synchrony account and $to a Visa, for a total refund of $2,
Our Sales Professionals are trained to NOT use the phrase, "risk-free" in describing the 100-Night In-Home Trial or any other policy we haveWe're sorry, we have an obligation of fairness to maintain for all of our customers and we cannot accommodate Ms***'s request for free Home Delivery Services
Again, we're sorry the bed did not worked for Mr*** and Ms*** and wish them well
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

TeJanuary 12, 2018 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 Queen pMattress with SleepIQ, a Queen FlexFitAdjustable Base, a Queen DualTemp Layer and some accessories on December 2, 2017. The mattress, base and layer were delivered on December 12, via our Home Delivery Team. Mrs*** called our Customer Service Center on January 4, with issues regarding the DualTemp Layer. Our representative did some troubleshooting and offered to send a technician out to try to resolve the issue but Mrs*** declined wanting to return the layer instead. She was transferred to our Returns Team to get the return set up. Mrs*** was not satisfied with the interaction. One of our Customer Advocacy Managers reached out to Mrs*** to discuss the experienceWe appreciate her feedback and are using it as a training opportunity in hopes of preventing unsatisfactory customer service experiences going forward. Our manager scheduled the pithe DualTemp and offered to send out caster cups to help with the noise of the adjustable base massage feature. The pick up of the DualTemp Layer is scheduled for January 27, and the technicians will install the caster cups at that visit. Mrs*** thanked our manager for working with her and mentioned at the end of the call that she was now a satisfied customer Best regards,Customer Advocacy Escalation Consultant

Final Consumer Response /* (2000, 9, 2015/12/21) */
My refund was finally credited to my account on 12/18/

Initial Business Response /* (1000, 12, 2016/01/21) */
January 20,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs***
Our records indicate that Mr& Mrs*** purchased a FlexTop King Mattress
w/Sleep IQ, a FlexTop FlexFitAdjustable Base, a Total Protection Mattress Pad, two Lyocell Sheets sets and Home Delivery & SService ($179.99) on November 1,
Mr& Mrs***'s bedding was delivered via UPS on November 13, and their mattress and adjustable base were delivered by Home Delivery on November 14, On November 23, 2015, a Smart Skirt was delivered via UPS and a Headboard Bracket was delivered via UPS on December 6,
On December 5, Mr& Mrs*** elected to return their Sleep IQWe sent different return labels via email and apparently, Mr& Mrs*** were unable to print the label, so the last one we sent was via U.SMailWe have already credited Mr& Mrs*** the $refund to their Synchrony account
On December 11, 2015, our store manager called customer service on behalf of Mrs*** asking us to provide an appeasement, so we credited Mr& Mrs*** the cost of the Home Delivery & SService for $plus an additional $for a total of $
The Sales Professional who assisted Mr& Mrs*** went over the terms and conditions of sale and Mr*** signed their Customer Order (copy available upon request), 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 BasesWe're sorry, we cannot accommodate Mr& Mrs***'s request for authorization to return their FlexFitTM Adjustable BaseIf Mr& Mrs*** elect to return their mattress, they should contact us at *** before February 22, and we will take a return for refund on their mattress only, and include complimentary Home Delivery Return Service
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 14, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What was mentioned above is totally incorrectWe were told that we had days to try out the bedWe were never told that it was only the mattressAs a matter of fact, the shipping order form was not signed by me, ***The amount owed on this bed is charged to my account, in my name only to Synchrony BankI did not sign the order formThe account is in my name onlyI DID NOT SIGN THE ORDER THEREFORE DID NOT GIVE PERMISSION TO CHAGE TO MY CREDIT CARD ACCOUNTI have contacted the bank and they are investigating and agree that the order was not signed by meI WILL NOT PAY FOR THIS BEDI WANT THIS ENTIRE BED RETURNEDI am not the only one having problems wit this issue

January 12, Revdex.com of Minnesota & North Dakota RE: Ms*** Case #*** Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms***.
One of our Customer Advocacy Managers reached out to Ms*** and resolved the matter with mutual satisfaction Best regards, Customer Advocacy Escalation Consultant

I am rejecting this response because: bed still is not fixed as of today The technician came out at 8:am and of course ups did not deliver partsParts where to be delivered day air Called customer service was advised day air was from when the part left warehouse Technician left and said he would try and come back Called customer service again and said this is totally unacceptable Why would you schedule your technician to come first thing in the morning the day the parts are to be delivered? Also the time the robo called was to be 11:to 2:pm Not 8: Here again another bad attempt to make us happy as a customer Our bed is still not fixed

Final Consumer Response /* (2000, 9, 2015/12/02) */
My complaint was resolve with sleep number select I was refunded the amount with agree upon , it's a shame that after months and just one call to Revdex.com IT GOT RECTIFYThank you Revdex.com for a job well done this is why Revdex.com is still well respected

Initial Business Response /* (1000, 5, 2015/10/22) */
October 22,
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) cQueen Mattress
and Modular Base and Home Delivery Service at one of our retail stores on December 26,
On September 1, 2015, we replaced Ms*** mattress and as a courtesy, we sent our assemble technicians out to install it for herSleep Number does not actually have a repair service department, nor have we had one in the pastDue to the nature of our product, we do not typically send a technician to a customer's home to do troubleshooting or replace componentsThe limited warranty clearly states, "Customer maintains responsibility for installation of parts replaced under terms of the warranty." Since our components are lightweight, most customers do not find any difficulty in assembling, troubleshooting or replacing a componentOf course, we do understand individual situations and that not everyone can service their own bedThat's when we advise our customers to request the help of a relative, friend, or neighbor for assistance
On October 3, 2015, Ms*** called customer service to say that she had done the trouble-shooting to determine the source of an air loss concern and that the leak traveled to the other sideUnfortunately, we were in the middle of a complete computer systems conversion and unable to process any transactionsMs*** was advised to cap off the affected air chamber and we would be calling her to replace her pumpA Customer Service Representative left a voice message for Ms*** on October 14, 2015, asking her to contact usWe did not hear from her
This is not our mode of operation and we sincerely apologize to Ms*** for this huge inconvenienceWe will be shipping Ms*** a pump replacement via UPS Ground and as an additional courtesy; we will also send back our assembly techs to install it for her at no chargeOnce she receives the pump via UPS, we will call her to schedule the appointment
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did respond by phone to sleep number and was told there was nothing they could do because of the day return policy(I talked to a representative in the return deptand her sleep number was 35) I have phone records to prove itI will accept, however as of Nov2nd I have not had a call from sleep number to set up the bedI did receive the part on Friday Oct30th from UPS
Final Business Response /* (1000, 21, 2015/12/08) */
December 8,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms***
Please accept my apologies for an error in my initial response to Ms***'s complaintWe did not send technicians to Ms***'s home on September 1,
Ms*** purchased a Sleep Number(r) cQueen Mattress and Modular Base set that was delivered on January 17, On the day of delivery, Ms*** thought the Cover looked stretched, so we shipped a new Cover to her, which was delivered via UPS on January 21stOur Home Delivery Schedulers tried for weeks to contact Ms*** to schedule the installation of the new Cover with no response from Ms***, until the point where her order was deletedSee notes below
TIME WINDOW: cover strechedplease insall new cover and take old
1/28/6:19:PM Schedule Attempt - Left Message ad
1/30/1:28:PM Schedule Attempt - Left Message tj
1/31/3:45:PM Schedule Attempt - Left Message lr
2/4/7:25:PM Schedule Attempt - Left Message jk
2/6/6:36:PM (434)825-- got this phone # off the original delivery ap
2/6/6:40:PM Schedule Attempt - Left Message on both phone #s ap
2/7/7:23:PM Schedule Attempt - Left Message JK
2/10/3:22:PM Schedule Attempt - Left Message-- left msg on both #s sd
2/10/3:25:PM Schedule Attempt - Left Message on both #s to see if they still need the service ordersending an email to the customer to contact us to schedule ap
2/11/2:03:PM Schedule Attempt - Left Message sd
2/26/1:49:PM Schedule Attempt - Left Message on both #''s to conf if they still need a service order ap
3/4/1:21:PM - Order deleted by: DR
On October 3, 2015, Ms*** called customer service to say that she had done the trouble-shooting to determine the source of an air loss concern, so we shipped Ms*** a new pump, which was delivered via UPS on October 30th
Again, Sleep Number does not actually have a repair service department, nor have we had one in the pastDue to the nature of our product, we do not typically send a technician to a customer's home to do troubleshooting or replace componentsThe limited warranty clearly states, "Customer maintains responsibility for installation of parts replaced under terms of the warranty." Since our components are lightweight, most customers do not find any difficulty in assembling, troubleshooting or replacing a componentOf course, we do understand individual situations and that not everyone can service their own bedThat's when we advise our customers to request the help of a relative, friend, or neighbor for assistance
We highly recommend Ms*** find a helper to remove and replace the two components she has receivedOur Home Delivery Schedulers will not attempt to contact Ms*** againIf Ms*** would still like installation by our technicians, she will have to call the Scheduler at *** to arrange a date under Order # ***
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Final Consumer Response /* (3000, 23, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not acceptable when you spend the amount of money where you could buy three top mattressesThe customer service seriously needs to be revisited and revised!! Most people who buy this product buy it because of back problems,and should not have to rely on friends, family, or neighbors to help set up their bed!! They also need to inform the customer before buying their product that they will not be responsible if there is a problem, or with any set up of their productI am highly disappointed with this company and their product and feel every consumer magazine evaluating this product should make people aware of this company's stand on customer service after the purchase

I am rejecting this response because:I spoke with the credit card company today and was again informed by them that they do not show that the refund has been submitted and/or received They asked that Select Comfort Corpfax them documentation showing that the credit was submitted to them They requested that proof of this transaction be faxed to them at fax number ###-###-#### Please submit this information to them as soon as possible Thank you for your prompt attention to this matter

Initial Business Response /* (1000, 5, 2016/02/16) */
February 16,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
We're sorry for the confusion Ms*** experienced regarding charges on her
exchange orderWe understand that this was a tremendous inconvenience and appreciate her patience
According to our records, from January 19, through January 26, Ms*** worked with one of our Case Managers regarding charges on her Synchrony Financial accountOur accounting department reviewed Ms***'s account and provided the following summary which was emailed to Ms*** on January 26,
Original order:
$charge settled August 18,
($180.80) credit settled August 18, - For a SleepIQ promotional credit
($233.96) credit settled September 11, - For a mattress pad
$Balance Remaining on Synchrony account
(1627.13) Kbed return amount transferred over to exchange order
$Balance remaining on original order for the Home Delivery fee
Customer owes for the following merchandise on the exchange order:
$MMattress & FlexFitadjustable base
$HD fee from original order
$Total owed on Synchrony account
We hope this helps to clarify the charges Ms*** owes on her Synchrony Financial account
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was provided a quote of to be charged to my acct and that was to be the only amount charged to my synchrony card.As you will see attached the statement provided to me by a sleep number agentThe document clearly shows the to be charged and to be put back into my acctI was offered a appeasement due to agent making a mistake in quoting me wrongI should not be penalized to pay over for a mistake that a trained agent had given meI had agreed and signed for my total to be charged of only once the Kwas returnedMany of your managers have processed the call the day I put my order in and it shows the I was indeed quoted and not almost dollars
I have yet to receive the credit of and put back into my synchrony acctThis is unjust that I have to go through so much confusion to rectify a problem that is not my fault
Final Consumer Response /* (3000, 11, 2016/02/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is definetly not correctI have spoken to multiple agents including manager AlexisShe had made an investigation and reviewed the call of the date I made the purchaseShe agreed that I was given quote of the by agent who placed my orderShe stated that the company is not allowing her to return my refundThis is the refund that she stated that I would be getting back in NovemberNow she states that the company is allowing her to give me an appeasement of dollarsThe agent made a mistake when placing my order and that she is sorry but they can't give the differenceI am really in awe that you state that I was quoted the dollars I was emailed the breakdown of my order which I have submitted the document clearly states Then I am offered an appeasement of due to an agent making a mistakeNow the company is saying that I am not owed anything? I am upset that the company again made a mistake and wants me to pay for itI want my money to be returned I was quoted
Final Business Response /* (4000, 14, 2016/03/02) */
March 1,
RE: Ms***
Case # ***
Dear Revdex.com:
Thank you for the opportunity to follregarding the complaint of our customer, Ms***
We're sorry for the confusion Ms*** experienced regarding charges on her exchange orderWe understand that she has spent a great deal of time trying to get this sorted out
Ms***'s exchanged her kBed totaling $to her new King mMattress and Adjustable Base order totaling $The money financed for the k2, still financed, reduced the new order to $Our representative gave her a promotional discount of $(this amount was more than she was promised), bringing the additional amount to be charged to her financing to $The $was not a refund
Ms*** called Synchrony to see what her available balance was, and was told $That is when our representative offered the additional promotional discountOur representative read the order back to her letting her know the amount of additional charges were
Ms*** told our representative on 1/that she knew the new bed was over $dollars but states that she was given an order total of $
Ms*** has been given a financial breakdown of the orders clearly showing the transactionsShe has called our Customer Service Department numerous times and has been given the same information each timeWe will not be able to honor the $credit Ms*** is requesting
Best regards,
CS Correspondence Manager

Initial Business Response /* (1000, 13, 2016/01/25) */
January 25,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
We sincerely apologize to Mr*** for any delays he experienced in reaching out
to our company regarding his recent bed orderWe understand that this was an inconvenience and appreciate his patienceMr*** elected to cancel his order so we credited his MasterCard in full on January 2, We regret that we have lost Mr***'s business due to our computer conversion
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 15, 2016/02/03) */