Sleep Number Corporation

Initial Business Response /* (1000, 11, 2016/01/21) */
January 20, 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 concerns. Ms. [redacted] elected to cancel her order. We refunded her the Home Delivery Return Service fee of $191.42 ($179.99 + tax). We did refund all applicable taxes. We're sorry the bed did not work out for her and wish her well.
Best regards,

Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 13, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Many thank you for refunding part of the monies to me. ( the delivery fee, with tax.and the tax on the bed . However , there is still an outstanding charge of $179.00 plus tax for the returned delivery charge on the bed.
I am requesting a full refund. The bed was defective.
Many thanks for your help.
[redacted]

Initial Business Response /* (1000, 7, 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 has experienced in reaching...

out to our company regarding the delivery of his bed.
Mr. [redacted]'s i10 Split King Mattress is scheduled to be delivered on December 28, 2015. We understand that this has been an inconvenience and truly appreciate his patience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 9, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept, because I want them to delivered before Christmas. And I deserve a discount. I've waited 4 months for it. They sent me an email on Wednesday Dec 9th saying that my order had been processed. What came to my mind was, what had they been doing From September to December 8? Why had my order just been processed December 9th. I don't understand. And Thursday Dec 10, I got a call from them, but I missed it. So I called them back. Waited very very long, like usual. And talked to customer service. They said they would deliver my bed on the 28th. I asked them could they at least deliver it before Christmas. After all the time I've waited, they said no. I had no say at all during this problem. I talked to them and asked them to deliver it Dec 24, which was two weeks from when we talked and it's only 4 days early from the 28th. But you know, they love to say no. I saw the letter they sent to you. To say that they are sorry. I'm not sure they are. It seems like, when I talk to them, I feel small, powerless. Everything I ask, it's no no no no. It seems like I have to do what they say. That's not fair. Don't I have the right to say something? Don't customers have rights? Or do the big companies have the power to treat customers this way. I feel looked down on and humiliated. It's their way or highway. I have no say in it. Dec 28 is what they want, not what I want. Thank you for your help.

Initial Business Response /* (1000, 11, 2016/01/26) */
January 26, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted]on behalf of Ms. [redacted].
Ms. [redacted] purchased a Sleep Number iLE Queen Mattress...

(with Sleep IQ), a Queen Modular Base ($2,785.14 with tax included), bedding items totaling $432.96 (with tax included) and complimentary Home Delivery Service & Set-up. Ms. [redacted] & Mr. [redacted] elected to return their mattress and base using Home Delivery Return Service for $179.99 + tax = 189.17 (deducted from refund). Ms. [redacted] & Mr. [redacted]'s mattress and base were picked up on January 16, 2016 and Ms. [redacted]'s MasterCard was credited $2,595.97. We're sorry the bed did not work out for Ms. [redacted] & Mr. [redacted] and wish them well.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 13, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The response is accurate. I want to say that the return process was not as bad as all the horror stories I read. I only waited on hold for 15 minutes and the entire return process took about 45 minutes. I still feel the bed should have been returned for free, however I accept the outcome and consider this case closed.

Initial Business Response /* (1000, 11, 2016/01/21) */
January 20, 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 delay he experienced in reaching out...

to our company regarding his refund. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected his order. His MasterCard was credited for $437.27 on January 15, 2016. We understand that this was a tremendous inconvenience and appreciate his patience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 13, 2016/01/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A credit was issued to my MasterCard.

I am rejecting this response because:
The claim that they cannot quote an exact price is a lie, THEY DID QUOTE ME AN EXACT PRICE of $179.99 when I bought the bed.They never mentioned taxes and shipping fees would be added.I would never have bought the bed if I knew the cost to return would be over $300.The company quoted me a low price to return that they KNEW was wrong and hid the other fees when I made the purchase.Completely dishonest.They lied to me, and now they're lying to Revdex.com as well.

January 16, 2017   Revdex.com of Minnesota & North Dakota   RE:        Mrs. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].  ...

  Our records show that Mrs. [redacted] purchased a p5 Queen Mattress with SleepIQ, a Queen FlexFit2 Adjustable Base, a Total Protection Mattress Pad and two Down Alternative Soft Support Pillows on February 21, 2015.  The bed was delivered via our Home Delivery Set-Up Service.   The order total was $4247.58 and it was financed with 24 month equal payments and no interest financing through Synchrony Financial.   Mr. [redacted] called our Customer Service Center (CSC) on March 11, 2015 to get a promo match and to inquire about exchanging to King size bed.  Our Customer Service Representative (CSR) explained the adjustable base is a final sale but she would look into getting an exception since he wanted to go to a larger bed.  She did get approval for an exception with a $300 restock fee and Mr. [redacted] requested a supervisor.   Our CSR explained to get the promo match he would have to go to 18 month financing and gave him a quote for exchanging his mattress and adjustable base to a king size.  He got $300 off his original order and the current promotion on the king size was $400 so he got a total of $400 off the king mattress and base for an additional $1853.12 including the restock fee and Home Delivery fees.  Our CSR stated she would hold the offer for 30 days.  Per Mr. [redacted]’s request, our CSR read the terms of the financing and sent the request to change the 24 month financing to 18 month with minimum payments and deferred interest.  Once this was done, Mr. [redacted] was transferred to a supervisor to discuss the restock fee.      The supervisor explained the adjustable base is a final sale item and Mr. [redacted] understood.   He requested we waive the restock fee because he was upgrading to a king sized bed and our supervisor made another exception and waived the restock fee.  Mr. [redacted] asked about the i8 mattress and said he would speak with his wife, and call us back.   Mr. [redacted] called us on April 23, 2015 stating he was not satisfied with the bed.   Our CSR offered comfort suggestions but Mr. [redacted] declined wanting to exchange his queen p5 mattress to an i8.  Our CSR said she would send him a thicker piece of foam and Mr. [redacted] accepted the offer and thanked her for the help.  Mr. [redacted] called back later that day to exchange his pillows and our CSR made another exception and offered to exchange his pillows.  Mr. [redacted] stated he was not comfortable and our CSR changed the prior order to send out a different piece of foam.  Our records show that we actually took a return on the pillows versus exchanging them.   May 11, 2015 Mr. [redacted] called to return the bed stating it was not comfortable.  We offered more comfort solutions and Mr. [redacted] declined.  Mr. [redacted] spoke with a supervisor who recommended taking some of the foam out.  He agreed to try this and our supervisor called out to check on him on May 19, 2015.  It helped somewhat, but Mr. [redacted] wanted to set up a return on the mattress.  He chose the return the bed via our pre-paid UPS labels and our supervisor sent out a retainer bar for the adjustable base at no cost so Mr. [redacted] could use the adjustable base with the mattress of his choosing.    June 17, 2015 Mrs. [redacted] called in to get her trial period extended because it was working some nights and she wanted to have some more time to see if continues to work for them.  The trial would end July 3, 2015 and the return order was cancelled.    Mrs. [redacted] called us on July 1, 2015 to set up a return on the mattress.  Mrs. [redacted] opted to use our pre-paid UPS labels.   Mr. and Mrs. [redacted]’s refund settled to Synchrony on August 2, 2015.    On October 18, 2016 we received notification that Mr. [redacted] was disputing the no return of the base.  We called out to set up the return.  The adjustable base was picked up on October 26, 2016 and a check in the amount of $1840.24 was sent to the address of record.  We could not send the refund to Synchrony due to the age of the order.    Our records show the original order had to be entered manually.   That is why the paperwork shows it as a phone order.  The order was not actually entered into the system while Mr. and Mrs. [redacted] were in the store.  We are unsure of the “remaining refund” Mr. and Mrs. [redacted] are requesting us to pay.  The final dispute they filed was in the amount of $283.60 and the complaint states that Sychrony issued a refund in that amount and late fees.  Mr. and Mrs. [redacted] would be responsible for the cost of the mattress pad that was not returned.  We feel there is nothing left to discuss financially.  Per her request, a call has been made to Mrs. [redacted] to discuss but we got her voicemail.  We are waiting on her return call and will discuss once hearing from her.       Best regards, Customer Advocacy Escalation Consultant

Final Consumer Response /* (2000, 7, 2015/12/15) */
We have received moms bed this morning..YEA!!

Our records indicate that Ms. [redacted] purchased a Full p5 Mattress, a Full FlexFit2 Adjustable Base on January 25, 2017.  The bed was delivered to her home on February 11, 2017 via our Home Delivery and Set-Up Service.  Ms. [redacted] opted to take advantage of our 60 month financing with 5.99%...

APR versus cash off her purchase.   Our Sales Professionals have a chart with approximate monthly payments based on the amount of the purchase.  These are approximates.  Ms. [redacted] contacted our Customer Service Center to get the amount of the monthly payment reduced and each time she called she was told she would need to contact Synchrony Financing.  We’re sorry, due to laws protecting consumers regarding personal financial information, Select Comfort cannot assist Ms. [redacted] with her Synchrony account.  We do not write the terms of the financing and cannot re-write the financing as she requested.  She asked that we make a financial appeasement to help lower her monthly payments and our Customer Service Representative explained that it would not lower her monthly payment but rather shorten the term of the loan.    We apologize if there was confusion over the approximate monthly payment.  In the spirit of good customer service we did make a financial appeasement towards Ms. [redacted]’ financing.  If Ms. [redacted] is still looking to lower her monthly payment, she would have to work directly with Synchrony for assistance.

Initial Business Response /* (1000, 9, 2015/12/21) */
December 21, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they have...

experienced in reaching out to our company regarding their order cancellation. Mr. & Mrs. [redacted] bed purchase was never charged by Sleep Number, since the bed was never delivered. However, the funds allocated for the bed purchase were in a pending status with the financing company, Synchrony Bank. Mr. & Mrs. [redacted]'s concern was resolved on December 10, 2015.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 16, 2016/01/05) */
[redacted]Document Attached[redacted]
I am sorry that I was not able to reply to this response prior to closing on 12/31/15. I was out of the country and not able to access my email until now. We are not satisfied with Sleep Number's response. I have attached a file that was sent to Sleep Number (from which I got no response). It addresses the issues created by Sleep Numbers service system and what we feel would be satisfactory resolution.
Final Business Response /* (4000, 20, 2016/01/20) */
January 19, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. & Mrs. [redacted].
Again, we apologize to Mr. & Mrs. [redacted] for the delays they experienced regarding their order cancellation. As previously stated, Mr. & Mrs. [redacted]'s bed purchase was never charged, since the bed was never delivered. Our records indicate that any pending Synchrony funds on the canceled order were cleared immediately upon Sleep Number's call to Synchrony on December 10, 2015.
Mr. & Mrs. [redacted] return shipped their bedding via two pre-paid UPS return shipping labels, which were received on December 15, 2015. A total credit of $379.45 to their Synchrony account settled on December 18, 2015. This provided Mr. & Mrs. [redacted] a FULL refund.
Best regards,
Legal Correspondence Analyst

March 22, 2016
Revdex.com of Minnesota & North Dakota
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 records indicate that Ms. [redacted] purchased a FlexTop King...

iLE Mattress w/SIQ, a FlexTop King FlexFit3, a FlexTop King Dual Temp Layer, a FlexTop King Total Protection Mattress Pad, a set of Smart Classic Print Midnight FlexTop King Sheets, and four Knee Pillows with Comfort Foam. The order was placed February 22, 2016, and $961.83 was put on a Visa Card, $961.83 was put on a MasterCard, and the remaining amount of $8500 was financed.
Ms. [redacted] changed her mind and cancelled the order on March 10, 2016. Because the bed was cancelled prior to delivery, the financing was never charged. The balance of the order is now $360.46. The Visa Card refund settled on March 10, 2016. The MasterCard refund in the amount of $601.37 also settled on March 10, 2016. The remainder of the balance, $360.46, is pending as the return of the accessories had not settled as of the writing of her complaint. The return closed today March 22, 2016. The credit will move overnight but can take 3-5 business days to post the MasterCard account.
We understand that this has been a tremendous inconvenience and appreciate Ms. [redacted]'s patience.
Best regards,
CS Correspondence Manager

October 3, 2016Revdex.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. Mr.[redacted]...

purchased a Sleep Number® c4 Queen Mattress w/SIQ, two pillows and an InBalance Layer on June 18, 2016.  The order was paid for using a Synchrony Finance account.   On June 20, 2016 Mrs. [redacted] called our Customer Service Center (CSC) wanting to upgrade to the p5 model but only qualified for $3000 through Synchrony Financial and that was not enough for the upgrade to be completely on the financing.  Our representative cancelled the accessory items off of the original order and reordered them using Mr. [redacted]s MasterCard and processed the exchange to the p5 on the Synchrony Financing.   Our representative scheduled delivery of the p5 for July 2, 2016.   Mrs. [redacted] called our CSC on July 19, 2016 to return the SIQ.  On the phone call she stated they love the bed and think it’s a brilliant idea but they just don’t use it.  Our representatiave tried walking Mrs. [redacted] through the removal of the SIQ but Mrs. [redacted] said she was unable to do so due to being pregnant.  Our representative set up the return and emailed the removal instructions so Mr. [redacted] could remove the part.  Our representative told Mrs. [redacted] the refund would be $299.99+ tax and that she would email a return label to use to return the part.  At 10 minutes and 13 seconds into the call our representative explained that $322.48 would refund to her Synchrony account.   On August 17, 2016 Mrs. [redacted] called our CSC to check on the status of the return and we apologize that our representative erroneously told her it would be refunding via a check. The refund had actually credited back to the Synchrony financing on July 20, 2016 as two credits in the amounts of $258.03 and $64.45.  Mr. and Mrs. [redacted] should be able to see this entry on their Synchrony statement and can reach Synchrony at ###-###-#### to verify the entries.  Mrs. [redacted] called our CSC three times on September 19, 2016 and twice on September 28, 2016 to check the status of her refund and each time was again told that the refund processed in two credits back to her Synchrony account.   We have never received a dispute from Synchrony for any “fraudulent charges” on Mr. and Mrs. [redacted]’s account.  We believe the two entries Mr. and Mrs. [redacted] were seeing on their financing account were the credits ($258.03 and $64.45) for the return of the SIQ.  Synchrony Financial and Sleep Number are two separate entities and as such we cannot share information about our customers due to privacy laws.  We urge Mr. and Mrs. [redacted] to reach out to Synchrony with any questions regarding their financing account.   Best regards, Customer Advocacy Escalation Consultant

I am rejecting this response because:
their tv advertisement is deceptive. I did ask for compensation and was told I could pay more and get the bed that they advertised as being a queen size bed, I said that iI was not willing to pay double for the bed that they falsely advertised. They told me to wait for a call from the manager of the local store, as he was speaking to the district manager, to see if there was something that could be done. I was not contacted by anyone from sleep number until Friday January 5, 2018 when I called them. I have a recording of sleep numbers rep stating this fact. Also look up their own tv commercial at https://youtu.be/tJEWvCvCNqs and see for yourself how deceptive this company is. At this time I should be charging them storage for their product, as it is literally taking up precious space in my home, and they have refused to come back and pick it up even though they were told I did not want their product. It does not fit my bed frame even though we were told that it "would fit any bed frame on the market". Because of this we took down their product and have gone back to our previous mattress.

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

complaint of our customer Ms. [redacted].   Ms. [redacted] purchased a FlexTop California King iLE Mattress with SleepIQ, a California King Modular Base, and some accessories on September 4, 2017.   As many of our customers, Ms. Moore did not qualify for enough financing to purchase the FlexFit Adjustable Base at this time, but she wanted to take advantage of the 50% off sale on the mattress and said she would purchase the adjustable base in the future.  The mattress and base were delivered via our Home Delivery and Set Up Team on September 26, 2017.      Ms. [redacted] called in to return the mattress and base on November 6, 2017.  Our representative gave her the return options and she opted to have our Home Delivery Team come out to pick it up.  The product was picked up on November 21, 2017 and we transmitted the funds to her financing account on November 22, 2017.   Sleep Number does not have a “Try it for Free for 100 Days” program.  We have a 100 Night In-Home Trial Period which is explained in the Terms and Conditions of Sale.  Additionally, in those terms, it is explained that the shipping costs, both delivery and return, are the responsibility of the customer.    We cannot honor Ms. [redacted]’s requests for the refund of the delivery fees.  We have an obligation of fairness to all our customers and cannot make her request an exception.  We’re sorry the mattress and base did not work out for her and wish her well.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2015/12/23) */
December 23, 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 has experienced in reaching...

out to our company regarding the delivery of his order. Mr. [redacted]'s bed was delivered on December 17, 2015. As a token our apologies, we shipped Mr. [redacted] a set of sheets and will be mailing him a check for $100. We understand that this has been a tremendous inconvenience and truly appreciate his patience.

Best regards,

Legal Correspondence Analyst

Final Consumer Response /* (2000, 6, 2016/02/12) */
February 12, 2016
I just received a call and a tracking number. My product is now in transit. I will update when package actually arrives.

Initial Business Response /* (1000, 8, 2016/01/11) */
January 11, 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 customer service. This is not our normal mode of operation. We recently implemented a complete computer systems conversion, which affected his order.
Mr. [redacted] bed canceled his bed order and returned his Total Protection Mattress Pad to the store for a refund. The only item Mr. [redacted] decided to keep is his CoolFit Pillow. Again, we are sorry for the delays and regret that we have lost Mr. [redacted]'s business due to our computer conversion.

Best regards,
Legal Correspondence Analyst

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  As long as my new order arrives on the promised date of September 28,2016.

Initial Business Response /* (1000, 11, 2015/10/14) */
October 14, 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 resolved today on October 14, 2015. We are replacing...

his Cover and installing it at no charge as a one-time exception to his 25-Year Limited Warranty.
We apologize to Mr. [redacted] for any inconvenience. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Final Consumer Response /* (2000, 12, 2015/10/07) */
I received a check for $158.38 on 10/05/15. Check number [redacted] from Select Comfort that was issued 10/01/15. Thank you Revdex.com for your assistance is reconciling this issue.

I am rejecting this response because:  I deny all their allegations, I immediately called numerous times requesting assistance when the faulty bed went bad again and they either hung up on me or left me on hold for eternity. Next of all I nor my wife have received any calls from Select Comfort and what person would answer a telephone with Caller ID which I am blind and mine speaks to me, identifies himself/herself and states they are hanging up on somebody. They know that is a total lie. They never mentioned calling me until I cornered them with questions that they refuse to answer and I have not waited 4 years. To get something done. I just decided that after 4 years I was tired of getting jerked around which has not changed and the word is being put on the street about 2 big companies taking advantage of a blind man and they have no response to how they are addressing the issues at hand. THEY BROKE THE PRIVACY ACT and they have refused my questions as to whom released the information and I asked them where out of clear blue did they after notifying the NCOJ that they came up with March 29, 2016 and if you want to buy their story you go right ahead. In my defense if I was going to hang up on them, I would never identify myself and tell them that I am hanging up. I want my money back, I don't want them to fix the bed. I am blind and I spent money that I should have been guided on and they should have turned me over to the bank and told me why they were turning me over to the bank, they did not allow me an option of methods of payment, they did not disclose anything to me.  I have attached some documentation proving what liars they are and how they are running from the truth.