Sleep Number Corporation

January 4, 2018 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].  Ms. [redacted] purchased a p5 King...

Mattress, King Modular Base and some accessories, including a Total Protection Mattress Pad, on September 13, 2014.  The products shipped to her via UPS.   On December 29, 2016 Ms. [redacted] contacted us because she could not use her coupon online and had her order placed with us over the phone. She next reached out to us on May 15, 2017 explaining she had sweat through her Total Protection Mattress Pad and it had affected components of the mattress.  The parts were replaced under the terms of the Total Protection 10 Year Limited Warranty (copy available upon request).  Ms. [redacted] called in again on November 29, 2017 expressing concern that her chamber is still getting wet; the other side is fine.  She was advised that this is normal.  Ms. [redacted] continued to call with the same questions and each time we explained the same talking points: The human body puts off a vapor when at rest.  Additionally, Ms. [redacted] had advised that she is sweating through the cover and foam.  The moisture will collect on chambers as they are a solid surface.  The amount of moisture varies from person to person.  Should one see dampness on the chambers, we recommend that mattress be opened and periodically aired out.  This can occur with any mattress, but Sleep Number beds can be opened to air out the mattress.  Our mattresses are treated with an antimicrobial agent that will prevent any allergen growth due to the moisture.   We cannot honor Ms.[redacted]’s request as replacing the product would not resolve this issue.  This is not a manufacturing defect, rather a normal human occurrence that is not related to the bed. Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2016/02/01) */
February 1, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We're sorry for the delays Ms. [redacted] experienced in reaching out to our company...

regarding her trial return. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected her trial return. We understand that this was a tremendous inconvenience and appreciate her patience. We submitted a Trial Return order for Ms. [redacted]'s Mod Base, Foot & HeadBoard Bracket,Qty 4 on February 1, 2016. A refund for her full purchase price will settle with her MasterCard approximately 2 weeks after the brackets have been returned. A [redacted]return shipping label has been emailed to Ms. [redacted] as a token of our apologies.
Best regards,
CS Correspondence Specialist

I am rejecting this response because:i P URCHASED A NEW BED NOT A REFURBISHED ONE.  RE-FURBISHED MEANS REPAIRED.  I DON'T ACCEPT THE FACT THAT IT CARRIES THE SAME WARRANTY BECAUSE IT WAS DAMAGED WHEN YOU SENT IT HERE.  A NEW MATTRESS DOES NOT HAVE RE-FURBISHED STAMPED ON IT.  THEY ARE NOT A GOOD COMPANY SELLING USED PRODUCTS AS NEW.  I WANT A NEW MATTRESS WHICH IS WHAT I PAID FOR.  THANK YOU.

Initial Business Response /* (1000, 9, 2016/01/04) */
January 4, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they experienced in...

reaching out to our company regarding their order. Mr. & Mrs. [redacted] have received all of the requested components as of December 21, 2015. The delays were due to our company-wide computer conversion. We understand that this has been a tremendous inconvenience and we appreciate Mr. & Mrs. [redacted]'s patience.
Best regards,

Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 11, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still to this date have not received the other 6 legs that attach to the bed frame for better support.
Also, how long will you use the problem of the computer switch causing poor customer service.
Final Business Response /* (4000, 17, 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, Mrs. [redacted].
We are so sorry for the delays Mr. & Mrs. [redacted] have experienced in reaching out to our company. We thought that Mr. & Mrs. [redacted] had received all of the necessary components, but now see that they also likely need the Standard Legs (6) Kit. We have placed a new order for the Standard Legs Kit to ship out UPS Next Day Air. Mr. & Mrs. [redacted] will receive an email notification with tracking information when it ships. Again, we appreciate Mr. & Mrs. [redacted]'s patience.
Best regards,

Legal Correspondence Analyst

Initial Business Response /* (1000, 7, 2015/08/28) */
August 28, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
Ms. [redacted]'s complaint was resolved on August 26, 2015, with mutual satisfaction. ...

We are taking a return for refund on her Sleep IQ service. A check refund for $320.99 will be sent once we receive the Sleep Expert box. We apologize for any inconvenience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 9, 2015/08/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

May 16, 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, Ms. [redacted]. We truly apologize for the delay in the pick-up of the m7 Queen Mattress and Base and getting the refund out to him. Our records show that the mattress was picked up on April 22th, 2016.  A check in the amount of $3610.47 was sent to the physical address, not the PO Box and for that we are very sorry.   In checking today, the check is showing that it has since been cashed. We realize this was a terrible inconvenience and appreciate Mr. [redacted]’s patience.  Again, we’re sorry the bed did not work out for Mr. [redacted] and wish him well. Best regards, Customer Advocacy Escalation Consultant

October 7, 2017   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].   Ms. [redacted]  purchased a Split King c4 Mattress on February 16th and it was delivered February 28, 2017 via our Home Delivery Install and Set Up Team.    Ms. [redacted] is asking to return her mattress far outside her 100 Night In Home Trial Period.  Her trial ended on June 8, 2017.  She did not contact us with any concerns until she was over two months outside of her trial period.  At this point she was upset because of the design of mattress.  She did not know there was foam inside, she thought it was all air.  She sleeps a very low number which makes the sidewalls higher.  We sent her some additional pieces of foam to raise the air chamber making it more level with the side.   We sent her different topper pads to put on top of the air chamber, as well.  We believe if she would sleep on one side of the split king mattress, rather than in the middle of the two mattresses, she would have less of an issue with the foam.   We cannot accommodate her request for a return on the mattress.  We have an obligation of fairness to all our customers and cannot make her request an exception.  We will continue to work with Ms. [redacted] in regards to her comfort.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 6, 2015/09/14) */
September 14, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
Mr. [redacted] is in direct contact with our Case Manager. Mr. [redacted] has been offered...

and agreed to a generous exchange. We consider this complaint resolved with mutual satisfaction. We apologize to Mr. [redacted] for any inconvenience and hope that he enjoys his i8, once delivered.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 8, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been extremely happy with the help I have received however I still have not been contacted regarding delivery or, more importantly, reimbursement for repairs to my home..
Once this happens, and I receive my new bed, I will be completely satisfied.
Final Business Response /* (4000, 11, 2015/09/24) */
September 24, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
Mr. [redacted] was contacted via email on September 22, 2015, by our Field Supervisor in regards to his damage claim and we are confident that Mr. [redacted] will be pleased with the outcome.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

December 13, 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 Mr. [redacted].   Mr. [redacted] purchased a Split King i8 Mattress with SleepIQ, a Split King FlexFit3 Adjustable Base and some accessories on November 24, 2017.  The mattress and base were delivered via our Home Delivery and Set Up Team on December 8, 2017.  Our technician phoned in that day to report the control box for the adjustable base was getting an error message they could not override causing the base not to articulate.  The part was then ordered shipping Second Day Air to Mr. [redacted]’s home.  We scheduled the install of the part for the soonest day available, December 14, 2020 and have set up an appointment to have our technicians out to the home to install.   Since submitting his complaint, Mr. [redacted] has been in touch with one of our Customer Advocacy Managers, the Digital/Social Team Lead.  The notes in the file state that while discouraged with the delivery experience and delay in getting back out to home, he was happy we were working with him.   We truly apologize for the experience. It is certainly not the norm.  Sleep Number strives to provide world class service and it’s obvious we fell short of that mark.  We are confident once the installation is complete the matter will be resolved and Mr. [redacted] will be enjoying all features of his new Sleep Number mattress and base.   Best regards, Customer Advocacy Escalation Consultant

I am rejecting this response because:
A) the chat log supplied has been edited removing information.  B) my wife was promised an email confirming the order was cancelled, the phone rep confirmed her email to send the notification to.C) we just received in the mail our sleep number credit card, despite being told multiple times that we would not be receiving ANYTHINGD) the both live chat representatives were arrogant and rude and did not offer any help or recourse.  the one continued being cheeky with responses like "oh, ok, cool. can I help you with anything else", after not helping.  when I asked for a direct contact at the company, he refused saying he didn't know the names, or phone numbers of anyone, not even his direct supervisor.  to which I commented that he must be very lonely at work on account of not knowing anyone.E) the same rep promised that i'd get a personal apology from someone to make up for this F) after waiting on facebook chat for HOURS and not being replied to, I posted to their wall 4 times asking for assistance.  i was blocked after encouraging other disgruntled customers to review their service on consumer affairs and on here as well.  i was rapidly blocked after posting that to the first three angry customersG) I was promised there as well that someone would PERSONALLY apologize to my wife, corporate claimed they called my wife twice, but unsurprisingly, she had no missed calls.  i re-confirmed the number with them and they called her twice, neither time leaving an apology on her voicemail but asking her to call them backH) I filled a consumer affairs report because I knew that they would not honor their promisesI) they promised that nothing would be coming to us on consumer affairs as wellJ) but the main reason I am rejecting their offer is because they are not offering anything.  they have made a lot of promises that they have not honored, they have lied to my wife and I, they have been rude and dismissive to my wife and I, they overcharged us and have tried to make it sound like they are doing us a favor by adjusting the $100 promotion to the correct $200 promotion, and now I am going to have to start this ENTIRE process over again to insure that this company doesn't damage my wife's credit card.  even inside of this dispute, there representatives are rude and have straight up manipulated the chat logs to paint a story that perpetuates the deception and poor customer service.

Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted]. Mr. [redacted] worked with our Customer Advocacy Managers and they were able to move the pick-up of the bed to April 22, 2016.  A check for the full refund in the amount of $3610.47 was mailed to the address...

of record on April 23, 2016.  We’re sorry the bed did not work out for Mr. [redacted] and wish him well. Please contact me directly if you have any questions. Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2016/03/14) */
March 14, 2016
RE: Ms. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
According to our records, Ms.[redacted] purchased a Queen i8 Mattress and...

Queen FlexFit2 Adjustable Base on October 14, 2015. The bed was delivered by our Home Delivery Team on January 4. 2016.
Mr. [redacted] called our Customer Service Department on January 11, 2016 to set up the return of the bed stating he was uncomfortable. Our representative offered suggestions for finding the right sleep number as well as offered additional foam for comfort. Mr. [redacted] declined wanting to return the bed. Per the Terms and Conditions of Sale, a return can be set up after having the bed in home for 30 days and prior to the end of the 100 Night In-Home Trial Period.
On February 29, 2016 Mr. [redacted] called our Customer Service Department to set up the return. Our representative again tried to help with his comfort issues offering no cost comfort solutions, but he declined again wanting only to return. Our representative explained the different options for returning the product. When our representative explained that the Adjustable Base was a final sale a female started swearing in the background and said she was going to put it on all over social media. The representative also advised that the Adjustable Base could be used with other mattresses.
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 our products. Our Exchange and Return Policy and 25-Year Limited Warranty are available on our website, the Terms and Conditions of Sale are displayed in our stores at each cash register, and the return policy is printed on all sales literature advertising the respective products. The Sales Professional went over the Terms and Conditions of Sale and the paperwork is signed and initialed at each disclaimer relative to the products purchased including the following:
"The FlexFit1, FlexFit2, and FlexFit3 Adjustable Bases are not covered under the Sleep Number 100 Night In-Home Trial Policy. All sales of FlexFit1, FlexFit2, and FlexFit3 Adjustable Bases and/or Surround Silhouettes are final. No returns or exchanges will be authorized or accepted."
We will not be able to accommodate Ms. [redacted]'s request to return her FlexFit2 Adjustable Base and are sorry that the mattress did not work out for her.
Best regards,
CS Correspondence Manager
Initial Consumer Rebuttal /* (3000, 7, 2016/03/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When my husband called to return the bed the associate argued with him and said that twe could purchase additional foam if wanted.. We refused. Then was told that. We had to use the bed. For at least thirty days before we could request a refund. So we did. When my husband. Call I was in. The background and upset and said that was crap. It was never told to us or explained about the base. The store never. Requested or told us to read the terms and conditions of the sale. We were never told we had to. Keep it 100 days. The person. On the phone. Said 30 and that's what we did. After they told us we couldn't return I spent quite a bit of time trying to find the info about the base on the website. It was almost impossible to find. I did say in the background I would put this on social media so people would be aware of this condition. I. Haven't done that as I thought they would consider. Our complaint as being an honest one.
Final Business Response /* (4000, 9, 2016/03/23) */
March 23, 2016
RE: Ms. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
Our Sale Professionals are expected to provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our products. 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.
Our Exchange and Return Policy and 25-Year Limited Warranty are available on our website, the Terms and Conditions of Sale are displayed in our stores at each cash register, and the return policy is printed on all printed sales literature advertising the respective products. Ms. [redacted]'s Sales Professional went over the terms of sale and we have the signed paperwork showing that the conditions had been explained and understood.
The Adjustable Base was purchased for its ability raise and lower the head and feet. Ms. [redacted] can use other mattresses with that base and still utilize the desired functions. Again, we will not be able to accommodate Ms. [redacted]'s request to return her Adjustable Base and are sorry the mattress didn't work out for her. We consider this matter resolved.
Best regards,
CS Correspondence Manager

Initial Business Response /* (1000, 7, 2015/11/18) */
November 18, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
Ms. [redacted]'s complaint was fully resolved today on November 9, 2015, with mutual...

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

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

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

Initial Business Response /* (1000, 14, 2016/02/01) */
February 1, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We're sorry for the delays Mr. & Mrs. [redacted] experienced in reaching out to our...

company regarding their order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed their order. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted]'s Sleep Number(r) FlexTop King i10 and FlexTop King FlexFit2,Stone, 2Remotes were delivered January 7, 2016. We have appeased their VISA. We hope this helps ease some of his frustration.
Best regards,

CS Correspondence Specialist

Initial Business Response /* (1000, 5, 2016/03/09) */
March 9, 2016
RE: Ms. [redacted]
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 inconvenience of...

multiple issues with her foam topper pads. This is not our normal mode of operation. We understand that this was a tremendous inconvenience and appreciate her patience.
Ms. [redacted] spoke with one of our representatives on February 22, 2016 and rather than setting up a return, agreed to have another topper pad sent out. The representative had our Quality Assurance Team measure the topper prior to shipping. The topper pad was delivered via UPS three days later. We have made attempts to reach Ms. [redacted] to ensure the foam is the correct size and have not heard back on the issue. Additionally, we have attempted to schedule a date for our Home Delivery Team to go out and pick up the off-sized toppers. Since we have not heard back, we believe this matter to be resolved.
Best regards,

CS Correspondence Manager
Initial Consumer Rebuttal /* (3000, 7, 2016/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they didn't try to reach me or rectify my problem. They just kept sending the wrong item. I now have 3large boxes and one small box sitting in my living room. After opening one wrong replacement item I refuse to open any others. I shouldn't have to deal with opening and replacing anything. I am upset they are trying to put this on me. I did contact customer service at least 4times. Speaking with different people saying they could take care of the problem. I also contacted the person who sold me the bed many times.I did my part by telling them my problem. I am tired of getting upset because they are not capable of taking care of their customers. When you spend a large amount of money on a product or not the company should back their product.I can't even enjoy my product because I'm dealing with this incompetence. Quit putting the blame on your customer and handle your business. If I knew then what I know now, I would not buy anything from sleep number. If they can't handle a simple thing like this how are they going to take care of me if I have a complaint later on. A 25year warranty doesn't mean a thing if it's not backed by the company. This is a NIGHTMARE, not an enjoyment like it should be.
Final Business Response /* (4000, 9, 2016/03/14) */
March 14, 2016
RE: Ms. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
Ms. [redacted] stated in her original complaint that she had received three wrong memory foam mattresses. In her rebuttal she states that she only opened one of the boxes, yet she knows they are all the wrong size. We have made attempts to reach out to her to no avail. The voicemails left have not been returned. Another message was left today advising that we have scheduled our technicians to come out to her home on March 17, 2016. The technicians will remove the boxes for Ms. [redacted].
We understand this is a tremendous inconvenience and appreciate her patience. We are working to get the matter resolved.
Best regards,
CS Correspondence Manager
Final Consumer Response /* (3000, 11, 2016/03/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was informed that they are coming out on the 17th for an "installation" and would not be picking up the extra items. I spoke to a Anna Lishka(supervisor) yesterday. She is the one that said they wasn't picking the items up on the 17th. Their problem is on hand doesn't know what the other one is doing there. I have answerd a voicemail from Lisa, twice with no return call. The reason I only opened one box is the mattresses are very heavy and hard to roll back up. And after the first one was wrong I wasnt and shouldn't have to deal with that.Quit blaming the customer. Bad customer service!!!! The problem is, when ever I call customer service you never get the same person. You think the company would be smart enough to assign one person to take care of this. Just saying!

Initial Business Response /* (1000, 11, 2015/12/30) */
December 30, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she experienced in reaching...

out to our company regarding her refund and return. We understand that this has been a tremendous inconvenience.
Ms. [redacted]'s m7 Queen Mattress is scheduled to be picked up (at no charge) by our Home Delivery Returns Service team on January 9, 2016. Ms. [redacted]'s Synchrony financed account will be credited for the exchange refund of $1332.01 within the next 2-3 business days. Upon receipt of the m7 mattress, two other credits: $2223.24 and 194.39 will be applied to Ms. [redacted]'s Synchrony account and she will also receive a check for $66.36 via U.S. Mail.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 13, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I talked to a customer service representative on jan.6 2016 because I noticed on by billing statement from synchrony bank they were still showing a balance of $1168.61. Back on dec.7 2015 they tried to make an adjustment to my account for $2484.01 but instead it showed up as we purchased something, then making our balance owed to synhrony bank $3857.63. Then on Dec.16 2015 they put a credit thru of $1332.01 but we still had a balance of $2525.62. I cheked my
balance on jan.4 2016 and my balance was 1168.61 The customer service representative that I talked to on jan.6 2016 said he was going to give this matter to a supervisor that was 3 times higher who would be able to take care of this and would be able to do the adjustment of $1126.97. I will check with synchrony bank in a couple of days in the mean time synchrony bank is going to put a dispute thru. I agreeded that if they fix this problem we will keep the bed, the bed was not the problem customer service was. They also said when the adjustment went thru they would send us a check for $200.00 for all the problems. So now I am waiting to see how long this will take..

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

to our company regarding his order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected his order. Mr. [redacted] elected to cancel his order and his Visa was refunded in full on December 29, 2015. We understand that this was a tremendous inconvenience and regret that we have lost his business due to our computer conversion.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 13, 2016/02/04) */

Initial Business Response /* (1000, 8, 2016/02/01) */
February 1, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
Our records indicate that Ms. [redacted] purchased a Sleep Number(r) 1 p5, Queen,...

Mattress & Base, Dual Chamber and Home Delivery set up service on April 6, 2015. The mattress set had an initial cost of $[redacted] and Ms. [redacted] received a discount of $[redacted]. She paid [redacted]for Home Delivery set up service. Ms. [redacted] paid a total of $[redacted]opting to finance $[redacted] on her Visa and $[redacted] on HELPcard.
At the time of sale, our Sales Professionals are expected to provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our products. The Terms and Conditions of Sale are displayed in our stores at each cash register. All policies, the terms and conditions of sale, and the limited warranty are available to anyone interested. We invite all prospective customers to read them, ask questions and understand them before making a purchase.
We're sorry, we cannot accommodate Ms. [redacted]'s request to adjust the terms of her HELPcard financing account.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 10, 2016/02/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Like I said before the sales staff did not provide me with the information, he told me that I had a year same as cash and if that changed he should have told me, which he did not. Also saying that the info is available if you want to read it is a cop out. Clients should be told in advance the terms,not just have you sign a paper which by the way you need a magnificent glass to read it. I couldn't do that when I sold real estate. I would have been sued. Also when you tell your clients that they have a year to pay it off you should at that time tell them if they don't that it's 30 percent interest. If you get me in front of Mike [redacted], face to face he would remember that he lied to me. Maybe because he was retiring, I don't know. But your company and your salesman did wrong by me and you should make it right.

January 31, 2017   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 Mr. [redacted] purchased a Queen c4 Mattress with SleepIQ, a Queen FlexFit1 Adjustable Base, and Home Delivery and Set-Up Service online on November 28, 2016.  The bed was delivered and installed by our Home Delivery Team on December 17, 2017.    Ms. [redacted] called our Customer Service Center (CSC) on December 19, 2016 and stated she wanted to return the bed due to back pain.  Our Customer Service Representative (CSR) offered comfort solutions but Ms. [redacted] declined wanting only to return.   Ms. [redacted] was escalated to a supervisor and the return order was processed.  Our Home Delivery team picked up the bed on December 24, 2016.    Ms. [redacted] should have gotten free Home Delivery on her original purchase because it was a promotion we were running on Cyber Monday. We believe that due to volume somehow the system did not catch the promotion online, however, we had no other complaints of this happening to any other customers that purchased online.  The original Home Delivery fee has been refunded.  Additionally, when listening to the call on December 19, 2016 when Ms. [redacted] asked if she would be getting all of her money back, the supervisor said she would.  While the Home Delivery Return Service is not complimentary, we have refunded the amount withheld for the pick-up service as well.   Unfortunately, at this time we are unable to credit back the financing.  This credit will be coming in the form of a check.   We recommend Ms. [redacted] continue to pay on her financing to avoid any damage to her credit.   We’re sorry the bed did not work out for Ms. [redacted] and wish her well.     Best regards, Customer Advocacy Escalation Consultant