Sleep Number Corporation

I am rejecting this response because:The account is categorically untrue! The sales person displayed and demonstrated two remotes, the delivery driver called and based on what he said to me indicated for me to sign for the items received and that the additional remote would be delivered within a few days. Hearing nothing, I began the long and arduous process of getting to the bottom of the story. The delivery in its entirety would've been rejected had I known I was dealing with lies and mistrust.

Initial Business Response /* (1000, 9, 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 refund.
A refund for $1,063.65 was credited to Mr. [redacted]'s MasterCard on November 26, 2015. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

I am rejecting this response because:
The parts for the bed were delivered 4/12/17 the repair person will not come until 4/28/17, so the problem is not solved.I requested the same technician to return because Mr. [redacted] was TRAINED/EXPERIENCED ENOUGH to know that I did not have the correct memory foam.A more experienced person can do/say no more than Mr. [redacted].I spoke with too many people from Select Comfort to open my house to anyone that might be as rude to me as customer service.  I had to email Revdex.com to get help. This issue is not resolved until my once good sleeping Select Comfort mattress problem is solved.  T

September 1, 2017   Revdex.com of Minnesota & North Dakota             RE:  Mr. [redacted]   Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding he complaint of...

our customer Ms. [redacted].   Mr. [redacted]  has two accounts with us.  He purchased an i10 FlexTop King 360 Smart Mattress and a Flextop King 360 FlexFit3 Adjustable Base in July.  The mattress was purchased in one account and the base in the other on different dates.   There were issues with the adjustable base and we replaced it, it then worked fine but was missing the Rapid Sleep Onset (RSO) Kit—the foot warming feature.   With the launch of this new product, to get the RSO the mattress and base need to be purchased together at the same time, in the same account.  The RSO cannot be added to the bed after the original purchase.  There is no ability to upgrade the bed to have the RSO.   Mr. [redacted] is working with one of our Case Managers.  They cancelled the base out of one account and set up an exchange order on the mattress in the other so the mattress and base are on the same order therefore including the RSO.  Mr. [redacted] is currently scheduled for the delivery of the new bed on September 7, 2017.  We are confident this will resolve the issue.  Our Case Manager will appease accordingly once the product has been delivered.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2016/03/09) */
March 9, 2016
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] purchased a p5 w/SIQ, a FlexFit3 Adjustable Base, and bedding accessories on 3/30/2015. The bed was delivered on April 8, 2015.
Mr. [redacted] claims to have called our Customer Service Center on numerous occasions, actually stating that he spent over 80 hours on the phone with us last week. All of the calls into our Customer Service Center are recorded. We searched our records back to Mr. [redacted]'s date of purchase, and found only two calls had come in. One was in April of 2015, the other in June of 2015. Neither call mentioned an issue with the mattress sliding. There were three numbers associated with his file, and we checked them all. The two calls came from a number other than the number listed on the complaint. On the most recent call to the Call Center, June 12, 2015, he stated he had issues with a delay on the movement of the Adjustable Base. He was not at home to do the troubleshooting and said he would call back in a week. That was the last we've heard from Mr. [redacted] until he called the store he purchased from on or about 2/27/2016.
Mr. [redacted] spoke with the Sales Professional at the store and was very upset and claiming he had called our Customer Service Center on numerous occasions and we were not resolving his issue. The Sales Professional emailed our Customer Service Center with Mr. [redacted]'s story and we promptly called out to work towards resolution. Our technicians are going to his home on 3/12/16 to inspect the bed so we can resolve the issue.
Per the Sales Professional, when Mr. [redacted] called in he was quite upset and used profanity. The Sales Professional went on to say this was the first contact the store had with Mr. [redacted] in regards to the current situation.
Once we have inspected the bed, we will replace any defective parts under Mr. [redacted]'s Limited Warranty.
We will not accommodate Mr. [redacted]'s request for 50% off of his order as this is the first we are hearing of the issue and we responded as soon as it was brought to our attention on February 27, 2016.
Best regards,
CS Correspondence Manager
Initial Consumer Rebuttal /* (3000, 7, 2016/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called a few times and they can say I never called because seems they DO NOT follow throw as they said they also never said the store had to e mail them a few times because SLEEP NUMBER does not replied to me and I also called then @ the store and been to the store. I also called and I told the sales person about how my sales person left the store shortly after I bought my bed yet they say I never called them yet I have and I been to the store and yet I get a run around from then time and time again. I have 2 roommates that have been to the store telling them my issues and I get I need to call customer service a call , yet they have not contacted me back. NOTE they also said I called and had issues with my bed and they they say I would call back . I have called back many times and I'm told they would call me back yet never called back . NOTE they also said they knew I had issues with my bed but did NOTTING ! and one more thing YES I was pissed off. and was using profanity. YEs I did. I am tired of giving me a run around ! I am sure if you get treated as such as SLEEP NUMBER has treated me you would be pissed off as well.. why does a SALES person have to e mail SLEEP # a few times with in a few weeks because SLEEP NUMBER DOES NOT contact me ? and they have a lot of EXCUSES and yet does notting to resolved this.. NOTE I also ASKED them for AM SERVICE and yet then again they will always do what they want because they can say order what ever they wanna do. NOTE I have a 25 year warranty.I am sure they will NOT STAND behind this either.. NOTE this is been going on a year and I have not had this bed a full year and yet they come up with EXCUSES. POOR CUSTOMER SERVICE .. NOR they follow up on bad service as they noted they knew I has issues with my bed and did notting !!! nor did follow up as I have called them time and time again. the 80 hours are from calling and trying to contact them over and over again plus driving to the store. and seems like they have a turn over in sales people. I don't understand why they wouldn't try working with my problems ion my bed. and if the mattress needs to be replaces or what ever the issues with is sliding back and the bed does not move in up right or down , like it should and it does not read its info on line( internet ) as they claim it does doesn't work very well either .. So if Sleep Number can say what ever they like because they think they can treat people this way and try to get away with this to customers this is unacceptable with me. . you think calling and trying to talk to service and they will contact you back never does. or driving to the store doesn't time time then I don't know what you would call it trying to get your bed fixed working as it should be.. I would if I stand out side there store telling others how my service was and how I was treated. I wonder what customers think of how I was treated. or show them these e mails SLEEP NUMBER KNOW I HAD ISSES and NEVER FOLLOWED BACK as they once said they knew I had some issues. PLEASE ANSWER that ? you can't why because CUSTOMERS are just a NUMBER and they have your money they don't care about you any more ! this is how I feel and how I been treated !!
Final Consumer Response /* (3000, 15, 2016/03/16) */
[redacted]Document Attached[redacted]
I am so upset, this bed still slides, I feel either they can give my full refund back or 50% of the beds cost back because I am STILL having issues with this bed slide back. the service guys saw it still moves. I asked what will stop this issues , Service guys. to fix my bed. they said ( A RETAINER BAR for a QUEEN FLEX FIT bed. this would stop the siding back. I asked the guys to note that in the service. I feel they should fix this no cost to me and if they don't wanna take care of this refund or 50% of the cost of this bed. I don't think asking to fix this bed from sliding back 6" passed the frame is not to much to ask fix it if this RETAINER BAR for a Queen FLEXFIT bed fixes t his bend then I be happy I think they would wanna take care of there customers. senses they got my money I feel they don't care. for all my problems I think they would make it right and offer some thing for all my issues..[redacted] is my phone # and I would like to note they seem to have new sales people in there store a lot my sales person doesn't even work in that store any more either. Funny how you are told they will contact you back but they do not follow through with what they tell you. I had to have a sales person contact the service Department because they don't follow through with me . I am now noting all this names and problems I have so when Sleep Number says any time any more ill have names.. Yes I am very upset still my bed till SLIDES BACK. this RETAINER BAR for a QUEEN FLEXFIT is needs and I should be getting that free. when I am told this mattress will not move back witch is my big problem sliding backwards.. this service and RETAINER BAR and then coming out should be all free because I am told then buying this it would not slide and I been dealing with this non stop. NOTE the service guys knows this still slides back and told me this would help it from sliding back. so either fix this bed or give me a full refund or -50% off on this bed ! one of the three is not asking to much. I should not have any cost to me because spending 5500.00 on a bed and told I wont have any issues. NOTE it be nice to be able to have a good nice sleep with out this bed sliding back and I lose my sleep because this mattress slides 6" and my pillow falls forward because this mattress slides backwards.. so I am very upset.
Final Business Response /* (4000, 17, 2016/03/18) */
March 18, 2016
Revdex.com of Minnesota & North Dakota
RE: Mr. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
Again, our technicians were out to Mr. [redacted]'s home on March 12, 2016 to check the mattress to see if anything needed replacing. The technician called our call center while at the home and there was no mention of anything needing to be replaced or ordered.
We have no records of any issues with Mr. [redacted]'s Sleep Number Bed purchased March 30, 2016 until it was brought to our attention February 27th, 2016. As soon as we heard of it, we set out to resolve it for him.
In the spirit of good customer service, we are sending Mr. [redacted] a retainer bar at no cost. This will include installation instructions. Should he need our technicians to come out and install, he would be responsible for that fee. Home Delivery visits are not a complimentary service. We already made an exception to cover the costs of his last service call.
Should Mr. [redacted] have any questions or concerns, we encourage him to reach out to our Customer Service Center at [redacted] for assistance.
Best regards,
CS Correspondence Manager

October 12, 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].  ...

Mr. [redacted] purchased a California King p5 Mattress, Modular Base, and Total Protection Mattress Pad on October 17, 2015.  The mattress and base were delivered on November 5, 2015.  The mattress and base were exchanged to Eastern King on December 28, 2015 and the new products were delivered on January 13, 2016.   We apologize for the trouble in being able to reach us.  We currently have higher than normal call volumes due to our sales and reschedules from the recent weather events.  We would be more than happy to assist Mr. [redacted] with the issues he’s having with his bed.  We urge him to contact our Customer Service Call Center at 800-472-7185.  The hours of operation are 8 AM to 8 PM CST Monday through Thursday and 8:30 to 5 PM CST on Saturdays.  Additionally, he can chat with us from our website – SleepNumber.com.  The Chat Team is available 7 AM – 11PM CST seven days a week.    We’re confident we can resolve Mr. [redacted]’s issues once we connect with him.  I would also like to note that Mr. [redacted] will enter the prorated portion of his 25 Year Limited Warranty on January 13, 2017.  If he contacts us prior to that date, any defective parts will be replaced at no cost.                           Best regards, Customer Advocacy Escalation Consultant

I am rejecting this response because: A co-worker had the same issue one year prior, her bed was 16 years old and her warranty was honored with  replacement of both air chambers at no charge. When I mentioned this to the CSR her response was "I highly doubt that". Why would a co-worker lie to me about that, what purpose would that serve. It was months before I had the problem. Select Comfort obviously picks and chooses with whom they honor their word. The issue had nothing to do with the pump which was working just fine.

Initial Business Response /* (1000, 8, 2016/01/07) */
January 7, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she has experienced in...

reaching out to our company regarding the request for a new topper pad.

The topper pad will ship via UPS Next Day Air and will be delivered early next week. Again, we're so sorry for the inconvenience and we truly appreciate her patience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The bed will still need to be fixed. All because you are shipping the item doesn't make it fixed. Will you be contacting me in regards to setting up a time/date to have someone fix the bed?
Final Business Response /* (4000, 16, 2016/01/28) */
January 28, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
Again, we sincerely apologize to Ms. [redacted] for the delays she has experienced in reaching out to our company regarding the request for a new topper pad. The topper pad was delivered on January 11, 2016.
An assembly technician team is scheduled for February 13, 2016. Please note that Sleep Number does not actually have a repair service department, nor have we had one in the past. Due to the nature of our product, we do not typically send a technician to a customer's home to do troubleshooting or replace components. The 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 component. Of course, we do understand individual situations and that not everyone can service their own bed. That's when we advise our customers to request the help of a relative, friend, or neighbor for assistance.
We have made an exception due to the delay in shipping the parts. Again, we're sorry for the inconvenience and we truly appreciate her patience.
Best regards,
Legal Correspondence Analyst

July 12, 2016   Revdex.com of Minnesota & North Dakota     RE:        Ms. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted]....

  Our records indicate that Ms. [redacted] purchased a Queen i8 Mattress w/SIQ, a modular base and several accessories on August 7, 2015.  The bed was delivered via our Home Delivery Install and Set Up Team on August 14, 2014. The fee for that service was $179.99 plus tax.    On January 28, 2016 Ms. [redacted] called our Customer Service Center stating she was having issues with her pump.  Our representative did some troubleshooting with her and found that the pump needed to be replaced and then entered the order for a replacement pump.  The pump shipped to Ms. [redacted] via UPS and was delivered on February 8, 2016.   Ms. [redacted] called our Customer Service Center on February 11, 2016 and stated she was having issues with the new remote.  Our representative walked her though factory reset troubleshooting and all was well.  Ms. [redacted] said she was worried she wouldn’t be able to sleep in the bed that night and thanked our representative for resolving her issue.   Ms. [redacted] sent a letter to our corporate office dated June 20, 2016. In her letter she stated she did not see anything in our warranty information that the customer would have to pay to have someone come and look at the bed.  One of our Customer Advocacy Managers called out and left a voicemail with the number to reach out to his team.  Ms. [redacted] called back the following day and spoke with another Customer Advocacy Manager.  Ms. [redacted] explained her issue is that the pump does not inflate both sides automatically and that her side of the bed inflates slowly.  Our representative went over more troubleshooting with Ms. [redacted].  Ms. [redacted] became very upset that her side of the bed inflates slowly and wanted us to send a “service person” to check on the bed.  Our representative explained we do not have “service people” and pointed out that the bed is actually inflating, so the pump is not defective.  Ms. [redacted] stated she would be going to the Revdex.com and hung up on our representative.   Sleep Number does not actually have a repair service department, nor have we had one in the past.  We do offer a Home Delivery & Set-up Service and Home Delivery Return Service.  Due to the nature of our product, we do not typically send a technician to a customer’s home to do troubleshooting or replace components.  The limited warranty clearly states, “This warranty does not provide the coverage for or the cost associated with the transportation, inspection, removal or installation of any product or part. The responsibility for the installation of any product or part replaced under this warranty and any related installation costs are yours regardless of whether there is any cost to you for the repaired or replaced product or part.” The limited warranty also states to contact our Customer Service Department for troubleshooting assistance.  Since our components are lightweight, most customers do not find any difficulty in assembling, troubleshooting or replacing a component.  Of course, we do understand individual situations and that not everyone can service their own bed.  That’s when we advise our customers to request the help of a relative, friend, or neighbor for assistance.   We’re sorry Ms. [redacted]’s side of the bed does not inflate as quickly as she would like.  We recommend that she try swapping the hoses once again.  This is the troubleshooting necessary for the issue she is describing.  If the issue remains on her side with the hoses swapped, we recommend she get her air chamber replaced under the terms of her 25 Year Limited Warranty.          Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 13, 2016/01/29) */
January 29, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they have experienced...

in reaching out to our company regarding their bedding 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.
According to our records, on October 17, 2015 Mr. & Mrs. [redacted] ordered a Sleep Number(r) King P5 Mattress, Home Delivery set up, and some bedding items.
On December 1, 2015 the Sleep Number(r) King P5 Mattress was delivered and set up at Mr. & Mrs. [redacted] residence.
On January 15, 2016 we set up an order for a Sleep Number(r) Stone, P/I/M Series, Modular Base, King and Sleep Number(r) Sleep IQ, Dual, 1 Remote. A Home Delivery installation and set-up was included at no charge.
On January 22, 2016 3 of the 4 boxes for the Modular base were delivered to Mr. & Mrs. [redacted] and on January 26, 2016 the remaining Modular base box was delivered.
On January 28, 2016 the Sleep IQ, Dual, 1 Remote was shipped from our Salt Lake City, UT manufacturing plant. It was shipped second-day air and was last scanned in Phoenix, AZ on January 29, 2016.
A home delivery installation has been set up for February 10, 2016.
We are so very sorry for the delays and inconvenience and truly appreciate Mr. & Mrs. [redacted] as our customer.

Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 15, 2016/01/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I agree all of the above has been completed. It remains that on at least 5-6 different occasions over two months at varying times in the day my husband and I called their customer service number and received message "we are receiving higher than expected call volumes, please call back at another time" and were disconnected. The first sales person I talked to trying to correct our issues refused to provide any assistance other than advising we continue to call the customer service number over and over; he stated he could not provide any alternative assistance.
The second person we approached at the store identified that our order had been altered, dropping the items we had purchased. She corrected the order and initiated the modular base, sleep iq, and base, etc. I felt the customer service is extremely poor and that customer support after purchase of their product is lacking unless the consumer pursues escalation such as with the Revdex.com. Thanks.

Initial Business Response /* (1000, 8, 2016/01/28) */
January 27, 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 order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected her order and trial return. We understand that this was a tremendous inconvenience and appreciate Ms. [redacted]'s patience. We refunded her Synchrony Financial account January 13, 2016. We regret that we have lost Ms. [redacted]'s business.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 10, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was only refunded back $3260. I'm still having to pay $194 to bring the account balance to zero so that I can close the credit card account. I would like for them to reimburse me for $194. I should not have to pay that considering I haven't had the bed for two months now.
Final Business Response /* (4000, 12, 2016/02/04) */
February 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 has experienced regarding her recent order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected her order and delivery. We understand that this was a tremendous inconvenience and appreciate her patience.
Ms. [redacted] purchased her Sleep Number(r) p5 w/SIQ, King, Matt & Base at one of our retail stores July 12, 2015.
Our Sales Professionals provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our products. It's a highly structured process. Our Exchange and Return Policy and 25-Year Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register and all sales literature related to our FlexFit product reflects its no-return policy. All policies, the terms and conditions of sale and the limited warranty are available to anyone interested and we invite all prospective customers to read them, ask questions and understand them before making a purchase.
Returns: All returns must be authorized. No unauthorized returns are allowed. If you are returning your mattress, modular base or set purchase under the 100 Night In-Home Trial policy, you must contact our Customer Service Center ([redacted]) to obtain a Return Merchandise Authorization (RMA) number before returning the bed to us. Once your authorized return has been completely received by us in a good and sanitary condition, we will reimburse the full purchase price of the items being returned less shipping or Home Delivery Service & Setup fees. Refunds will be issued to the original method of payment within approximately 21 days. Unauthorized returns will be destroyed and no credit given. You are responsible for the risk of loss and for shipping fees for returning or exchanging any product. Home Delivery Return Services are available at an additional cost.
According to our records, the cost for Ms. [redacted]'s Sleep Number(r) p5 w/SIQ, King, Matt & Base plus tax was [redacted]. The return charge for Home Delivery pickup service was deducted from the refunded cost of the mattress and base leaving Ms. [redacted] responsible for [redacted]. We regret we have lost Ms. [redacted]'s business and wish her well.
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 8, 2015/10/19) */
October 19, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
Mr. [redacted]'s complaint was discussed and resolved today on October 19, 2015, with...

mutual satisfaction.
and wish him well. Please contact me directly if you have any questions.
Best regards,
We apologize to Mr. [redacted] for any inconvenience
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/06/17) */
June 17, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. [redacted].
Our records indicate that Mr. & Mrs. [redacted] purchased a Sleep Number(r) p5...

Queen Mattress (with SleepIQ) & Modular Base ($2,434.13 with tax included), a Total Protection Mattress Pad ($232.82) and Home Delivery Service ($190.50) at one of our retail stores on February 16, 2015. Mr. & Mrs. [redacted] paid $2,857.45 for their purchase using a Synchrony financing plan ($1,857.45) and a Visa credit card ($1,000). Mr. & Mrs. [redacted]'s bed was delivered on February 27, 2015 and the mattress pad was shipped via UPS.
At the time of the purchase, customers have the option of shipping via UPS (customer assembles the bed themselves), or Home Delivery & Set-Up Service at $179.99 plus tax. Our web site, videos and all published sales literature clearly states that customers are also responsible for return shipping costs.
On April 4, 2015, Mr. & Mrs. [redacted] called our customer service requesting authorization to return their mattress and base and were 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.
The cost of the Home Delivery & Set-up Service of $179.99 (plus tax) is non-refundable. Home Delivery Return Service (disassembly, packaging, shipping and insurance) is not a complimentary service. It is common for services involving the high cost of fuel, paid labor, and convenience, to be priced accordingly. Mr. & Mrs. [redacted] chose Home Delivery Return Service and understood that $199.99 would be deducted from their refund.
Mr. & Mrs. [redacted]'s bed was picked up on May 4, 2015. Their Synchrony was credited for $1,857.45 and their Visa was credited for $376.69 on May 5th. Mr. & Mrs. [redacted] received a credit for $232.82 for their mattress pad on June 3rd.
We're sorry, we cannot accommodate Mr. & Mrs. [redacted]'s request for Home Delivery Services. We're sorry the bed 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, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sleep number's customer service was horrible. The fact I had to continuously call regarding my refund is unacceptable. The rerun policy was not explained and the return shipping options were also not explained. I deserve a full refund because of the hassle sleep number's customer service or lack there of provided.

I am rejecting this response because: The facts stated by the merchant are not factual. We DID complain numerous times between Sept delivery and  March, in March we got the credit card company involved because the bed was still not repaired. We were not told at the store that the base was not returnable. on the form I initialed the sales person had not told us our bed frame was one that was non returnable or discontinued or whatever reason they could not take it back. We tried within the 72 hour time frame to have the bed taken back. We could not get an return authorization number. The sleep number personnel sent the WRONG legs for the bed 3 times, did not replace the air mattress or the box under the bed when they exchanged out the mattress cover, this was questioned when it happened. Sleep number customer service personnel and supervisors were the ones who drug the repair of the legs out so far. There was more than 1 problem with the bed and it is STILL not repaired. Corporate personnel were not in the store when the salesperson Nadene made the sale with us and told us things that after the fact we found out were not true.  We have gotten a different person each time we called, we were well within the 100 day period when we FIRST complained about the bed, and tried to get it returned. It was sleep number personnel who drug it out past the 100 days and then said too bad your are out of the 100 day trial and we will NOT take the bed back.

December 26, 2016     Revdex.com of Minnesota & North Dakota   RE:        Ms.  [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Ms....

[redacted].   Our records indicate that Ms. [redacted] purchased a FlexTop King i8 Mattress with SleepIQ, a King FlexTop FlexFit1 Adjustable Base, and a set of legs to be delivered by our Home Delivery and Set Up Service.  The bed was delivered on December 17, 2016.     Ms. [redacted] called our Customer Service Center (CSC) on December 19, 2016 to return the bed because of a “mildew” smell.  Ms. [redacted] told our Customer Service Representative (CSR) that the technician was stuffed up and could not smell it but advised that the odor would dissipate over time.  It did not.  Our CSR explained she would replace the parts of the bed under warranty but the adjustable base was a final sale.  Our CSR never said that Ms. [redacted] would be “stuck with the mildew smelly bed or her credit was going to be ruined.”  Our CSR explained the adjustable base is a final sale item and when Ms. [redacted] said she wasn’t going to pay for it our CSR said that would affect her personal credit.  Our CSR offered to replace the parts and Ms. [redacted] said she wanted the whole bed replaced.   Our CSR explained she would replace the parts of the mattress but the adjustable base is a final sale, Ms. [redacted] started to personally demean our CSR and requested someone higher up.  Our CSR transferred the call to a supervisor.   Ms. [redacted] voiced her opinions of the prior rep and explained the “mildew” smell.   The supervisor offered to replace the mattress parts or take a return.  He explained the adjustable base was a final sale.   Ms. [redacted] said she was never told about the final sale.  The supervisor pointed out that she signed the Terms and Conditions of Sale acknowledging she understood the adjustable base was a final sale.  Additionally, she initialed at the disclaimer about the adjustable bases being a final sale (copy available upon request).  The supervisor explained again that the adjustable base can be used with any mattress and made two offers to help Ms. [redacted].  She asked the supervisor for his number and said she was going to explore other options.   Later the same day we received an email from the Tulsa store with approval from the Multi Store Leader to replace the mattress and adjustable base.  The order was processed and scheduled for delivery on December 23, 2016.  The bed was delivered, but a piece of the foam was cut uneven and needs to be replaced.  The Home Delivery technician called our CSC to place the order and our technicians will be going out to install the part once Ms. [redacted] receives it.     We believe that since Ms. [redacted] accepted getting the bed replaced she is no longer wanting a refund.  We consider this matter closed.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2015/12/16) */
December 16, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he experienced in reaching out...

to our company regarding his order and delivery. We understand that this was a tremendous inconvenience. Mr. [redacted]'s bed was delivered yesterday, December 15, 2015.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is an absolute insult. How could a reputable company think that it is okay to take over $7,000 from a customer for their product, deliver the product almost 30 days after original delivery date; not respond to why after several delivery dates being confirmed by them and then cancelled on the actual delivery date; and having on three separate occasions customer service representatives ensuring us that a management representatives would contact us directly, which never happened, expect that we are okay with this horrible customer service, and the company just saying, ...oh well, sorry for the inconvenience....! Not to even address any of the issues identified: multiple calls from their customer service validating delivery dates and after we changed our schedules twice, the deliveries were not made on two occasions as they had previously confirmed a few days prior; management's failure to call us and provide some type of explanation; not addressing a partial refund for their horrible service is unacceptable! Although our bed was delivered finally on 15 Dec 15, one of the remote controls was faulty and we were told by the delivery person that they would have to order a new remote and provided no timeline of when we would receive the remote. So after all this we still have not received what we paid for (remote needs to be replaced) in full, no compensation or explanation for horrible service, just sorry for the inconvenience. We want an explanation for this horrible service; the remaining equipment we have paid for; and compensation in the form of a 15% - 20% refund for this unacceptable service.
Final Business Response /* (1000, 15, 2016/01/05) */
January 5, 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 order and delivery. Mr. & Mrs. [redacted]'s bed was delivered on December 15, 2015. The new remote was delivered on December 20, 2015.
We understand that Mr. & Mrs. [redacted]'s bed was delivered 8 weeks after date of purchase on October 12, 2015. Because we were in midst of our company-wide computer conversion, we were informing our customers of the anticipated delay of delivery at the point of sale, but this was considerably longer.
As a token of our apologies, we have issued an appeasement credit to Mr. [redacted]'s credit card. We hope they are enjoying their new bed.
Best regards,
Legal Correspondence Analyst
Final Consumer Response /* (3000, 17, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We will accept a credit back to our credit card but we cannot say if this will be acceptable prior to knowing the amount of a proposed credit. Thanks you,

Initial Business Response /* (1000, 6, 2016/02/11) */
February 11, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We're sorry for the delays Mr. [redacted] experienced in reaching out to our company...

regarding his order and trial return. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected his order and trial return. We understand that this was a tremendous inconvenience and appreciate his patience. Mr. [redacted] chose to return his Sleep Number(r) FlexTop King p5 and FlexTop King FlexFit2 adjustable base within his 100 Night In Home Trial. We refunded Mr. [redacted]'s Synchrony Financial account. We regret we have lost Mr.[redacted]'s business due to our computer conversion.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 13, 2016/02/22) */
Although I accept Sleep Number's final resolution, and have received all of my money back, bottom line is this. Sleep Number is the single worst company to deal with after you have bought their junk product. In the stores, it all looks and sounds awesome, and they make you feel very welcomed, and are quick to take your money. However, after you purchase, it is a completely different story.
After receiving their product (FlexTop King P5, and FlexTop King FlextFit2 bases) I quickly realized I had been duped, and sold possibly the worst bed in existence. It was nothing more than a couple of cheap air mattresses, held together by foam pieces. The first few nights sleeping on the bed were not great, and a few days later I was waking up with serious back pain - worse than with my old mattress. I tried several different sleep numbers and nothing worked. This was definitely not the same bed I tried in the store. I eventually gave up and went into our spare bedroom - on a normal mattress - and slept much more comfortably.
It took me almost 2 months to get a full refund back. Most representatives at Sleep Number hide behind their "new computer system" excuses, and also use excuses of having to fill out lots of forms to their back office to get a status report on anything. It seems that none of any of the different departments can figure out how to effectively communicate with each other, so the customer suffers. Be careful, because dealing with them will cause you to become extremely agitated, frustrated, irate etc........
Being an IT professional myself, and having implemented their exact ticketing tool (Siebel) in a Large Enterprise Environment, the fact that they are hiding behind the "new computer system" excuse repeatedly - tells me that either they are completely lying about everything, or their infrastructure is just as screwed up as their products, and they will eventually be forced to go out of business. No company can afford to produce such a substandard product and lose customers at this rate and stay in business.
If you are still reading this - stay away from Sleep Number. They are the single worst company I have ever dealt with and although there were a few representatives that took the time to work with me to ensure that I received my refund, overall my experience with Customer Service was horrible at best. I was hung up on, and was not treated like a customer at all. I would not wish dealing with their customer service in any way shape or form on my worst enemy.

Initial Business Response /* (1000, 5, 2016/02/10) */
February 10, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she has experienced regarding...

her recent order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected her order. We understand that this was a tremendous inconvenience and appreciate her patience. According to our records Ms. [redacted] should receive all items on her order soon. We have applied a credit to Ms. [redacted]'s Visa as a token of our apologies. We hope this helps ease some of her frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 7, 2016/02/10) */

Final Consumer Response /* (2000, 14, 2016/01/18) */
Consumer contacted Revdex.com via Chat and stated complaint is closed.

Initial Business Response /* (1000, 9, 2015/11/19) */
November 18, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they have...

experienced in reaching out to our customer service and home delivery.
We have agreed to accept a return for refund. Mr. & Mrs. [redacted]'s bed is scheduled to be picked up on November 21, 2015 and we have mailed them two UPS pre-paid return shipping labels for the bedding.
We understand that this has been an inconvenience and truly appreciate their patience.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst