Sleep Number Corporation

Final Consumer Response /* (2000, 5, 2015/12/11) */
Received chat 12/11/2015 from consumer:
Revdex.com CASE#: [redacted] Ticket ID: [redacted]
Yesterday
[redacted]
Message:
I received my purchase today. Case resolved
REQUESTED BY
[redacted]
[redacted]@gmail.com (change)

May 31, 2016   Revdex.com of Minnesota & North Dakota   RE:        Case # [redacted]               Dear Revdex.com:   Thank you for the opportunity to...

respond regarding the complaint of our customer, Mr. [redacted].    Select Comfort Corporation responded to Mr. [redacted] complaint filed with the North Carolina Department of Justice, Consumer Protection Division (DOJ) on April 6, 2016, and the DOJ was satisfied with our response.    If the Revdex.com of Minnesota & North Dakota has any question or concerns regarding Mr. [redacted] complaint, please contact our Legal Department directly.   Best regards,   Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2016/02/08) */
February 8, 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 order and trial return. 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 her patience. Ms. [redacted] elected to cancel her order for a Sleep Number(r) FlexTop King iLE Mattress and FlexTop King FlexFit3,Stone, 2Remotes.
We have set up Trial Returns for her bedding items. We will refund the full purchase price of the bedding items back to the original form of payment within 2 weeks of their receipt. We regret we have lost Ms. [redacted]'s business due to our computer conversion.
Best regards,
CS Correspondence Specialist

March 21, 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].

Our records indicate that Mr. [redacted] purchased a 5000 Split...

King Mattress and two Twin XL Precision Comfort Adjustable Bases on November 23, 2005.
Mr. [redacted] contacted our Customer Service Center on August 21, 2009 stating his mattress was hanging over the edge. At the time of the call, he was not at home to troubleshoot the issue. He was advised to check the cover for tears where it bolts to the adjustable base. Mr. [redacted] was advised that he was covered at 68% under his 20 Year Limited Warranty and given a price quote to replace the cover. Mr. [redacted] said he would call back after checking. That's the last we heard from Mr. [redacted] until he called our Customer Service Center on March 19, 2016.
Select Comfort most definitely stands behind our products, which is why we have the Limited Warranty in play for our customers. Mr. [redacted] is currently covered at 40% under said warranty; he would be responsible for the remaining 60%.
Mr. [redacted] was aware of how his Limited Warranty worked back in 2009. We will replace any defective parts under the terms of his Limited Warranty. Please understand that Sleep Number has an obligation of fairness to maintain for all of our customers and we cannot make Mr. [redacted] an exception to this obligation.
Best regards,
CS Correspondence Manager

Initial Business Response /* (1000, 7, 2015/11/17) */
November 16, 2015
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 one Sleep Number(r) i8 King...

Mattress and Modular Base, one CoolFit Pillow and UPS Shipping at one of our retail stores on July 6, 2014. Mr. [redacted]'s order totaled $4,123.26.
Mr. [redacted] completed a financing application at the store. HELPcard financing is an alternative financing plan that we offer when customers do not qualify for financing through Synchrony Financial. Mr. [redacted] was approved for a HELPcard Standard Revolving financing plan on July 6, 2014 and financed $4,000.00. The balance of $123.26 was paid with a MasterCard. Mr. [redacted]'s bed was delivered on July 14, 2014.
Customers approved for HELPcard financing receive a "HELPcard Terms and Conditions" sheet detailing all terms at the time of sale. HELPcard also includes the "HELPcard Terms and Conditions" with the first mailed billing statement to the customer, which is typically within 15 days after delivery.
On August 8, 2014, Mr. [redacted] called customer service to complain about the terms and high interest rate he discovered when he received the "HELPcard Terms and Conditions and Cardholder Agreement" with his first billing statement. We learned that the store salesperson was unsure whether or not Mr. [redacted] was given a copy of his "HELPcard Terms and Conditions and Cardholder Agreement" at the point of sale, so Mr. [redacted] was advised that he could return his bed for a FULL refund.
On August 22, 2014, Mr. [redacted] called customer service to say that HELPcard would not lower his interest rate, so he wanted to return. The Customer Service Representative (CSR) suggested that under the circumstances, we could provide him with a pay type change to a "HELPcard 12 Months Payments/Deferred Interest" plan. The CSR told Mr. [redacted] that it would not change the interest rate and he would have to pay it off within the 12 months, but it would give him more time. Mr. [redacted] asked the CSR if he would receive the new HELPcard Terms and Conditions in the mail, and the CSR advised he would. Mr. [redacted] accepted and was also provided with a credit of $100 plus tax = $105.86, as a token of our apologies.
Sleep Number would have still accepted a return for refund of Mr. [redacted]'s bed set if he did not agree with the terms and conditions of his new "HELPcard 12 Months Payments/Deferred Interest" plan, soon after the change. It has been now over a year since Mr. [redacted] received the new plan.
It is apparent that Mr. [redacted] did not read his "HELPcard Terms and Conditions." He defaulted on his agreement with HELPcard and has been charged interest according to that agreement. These types of terms are commonplace in today's commerce.
Sleep Number and HELPcard are separate companies. Due to federal laws protecting the privacy of consumer's financial information, HELPcard cannot provide or discuss our mutual customer's financial transactions or any other facts regarding their individual accounts. Sleep Number cannot effect Mr. [redacted]'s agreement with HELPcard. Mr. [redacted] can contact HELPcard directly at (877) 486-3442 with any questions.
Please contact me if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2016/02/15) */
February 15, 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 Mr. & Mrs. [redacted] purchased a Sleep Number(r) FlexTop...

King i8 Mattress with SleepIQ, a FlexTop King FlexFit2 adjustable base, Home Delivery set up service, and some bedding items at one of our retail stores on December 26, 2015. Mr. & Mrs. [redacted] had received their mattress and adjustable base as of January 26, 2016.
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.
The Sales Professional who assisted Mr. & Mrs. [redacted] went over the terms and conditions of sale in detail and Mr. & Mrs. [redacted] signed their Customer Order acknowledging their understanding of the terms and conditions. (copy available upon request) This included the Adjustable Bases Return/Exchange Policy:
"Adjustable Bases Return/Exchange Policy: The FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 Adjustable Bases are not covered under the Sleep Number(r) 100 Night In-Home Trial policy. All sales of FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 adjustable bases and/or Surround Silhouettes are final. No returns or exchanges will be authorized or accepted."
On February 8, 2016 Mr. & Mrs. [redacted] did call customer service to inquire about returning their mattress and adjustable base during the 100-Night In-Home Trial period. Our agent explained the adjustable base was a final sale item. A return for their Sleep Number(r) FlexTop King i8 Mattress with SleepIQ mattress was set up for them.
On February 9, 2016 a Case Manager called Mr. & Mrs. [redacted] and explained the adjustable base was a non-returnable item and that other mattresses could be used on the adjustable base. The Case Manager offered to send a copy of their signed Customer Order, but Mr. & Mrs. [redacted] declined that offer.
Our records indicate that Mr. & Mrs. [redacted]'s Sleep Number(r) FlexTop King i8 Mattress with SleepIQ mattress is scheduled to be picked up February 18, 2016.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 8, 2016/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Put yourself in any consumer's shoes. It's advertised if you don't like it, you can return it for a full refund. You even confirm before signing the paperwork with the salesman, if we are not happy, we get our money back. The response is yes. So only now is it made crystal clear that the adjustable base, which makes the sleep comfort mattress operate in the tilting positions, IS NOT INCLUDED IN THE REFUND. If that was made clear, there would have been no trial. As for the process of initialing credit card application, I only wish I had an attorney with me to alert me to the scam. If I could stand at the entrance to the store & alert each person to not fall for their misrepresentation and fraud, believe me I would. I only hope that this does not happen to anyone else, but I'm afraid that it most likely will. I dare any representative from the Revdex.com to walk in and say you want to try the 30 day trial and just wait to see if they tell you about the no return of the adjustable base. Thank you for the time to respond their rebuttal. I sincerely appreciate your time.
Final Business Response /* (4000, 10, 2016/02/27) */
February 27, 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].
To reiterate, the Sales Professional who assisted Mr. & Mrs. [redacted] went over the terms and conditions of sale in detail and Mr. & Mrs. [redacted] signed their Customer Order acknowledging their understanding of the terms and conditions. (copy available upon request) This included the Adjustable Bases Return/Exchange Policy:
"Adjustable Bases Return/Exchange Policy: The FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 Adjustable Bases are not covered under the Sleep Number(r) 100 Night In-Home Trial policy. All sales of FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 adjustable bases and/or Surround Silhouettes are final. No returns or exchanges will be authorized or accepted."
On February 8, 2016 Ms. [redacted] called in to return the mattress and adjustable base stating she did not like the split king. We offered to exchange to an eastern king but Ms. [redacted] declined and set up the return of the mattress.
On February 9, 2016 a Case Manager called Mr. & Mrs. [redacted] and explained the adjustable base was a non-returnable item and that other mattresses could be used on the adjustable base. The Case Manager offered to send a copy of their signed Customer Order, but Mr. & Mrs. [redacted] declined that offer.
On February 15, 2016 Ms. [redacted] called in to our Home Delivery Department and cancelled the trial return on the mattress. Should Ms. [redacted] wish to exchange from the split king to an eastern king, she has the ability to do so until May 5th, 2016.
Best regards,
CS Correspondence Manager

September 13, 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 p5 FlexTop California King Mattress and a FlexTop California King FlexTop2 Adjustable Base on July 16, 2017.  Both base and mattress were exchanged to straight California King and delivered on August 15, 2017.   Ms. [redacted] called our Customer Service Center on August 18, 2019 stating she was no comfortable in the bed, and questioned how to return.  Our representative explained the base was a final sale per the Terms and Conditions of Sale.  Ms. [redacted] called back on August 29, 2017 to set up the return of the mattress.  After hearing the return options, Ms. [redacted] opted to have our Home Delivery Team pick up the mattress, which they did on September 5, 2017.    In regards to her requested settlement, we were not notified there was an issue with the retainer bars until receiving this complaint.  We have since ordered a new set for her.  We cannot refund the pick-up fee as that is the fee for the return method she chose.  On September 7, 2017 Ms. [redacted] used her two referrals to purchase two pillows.  Our customers are aware of the components of the bed, how long our delivery lead times are, and that the adjustable base is a final sale item.  We consider this matter closed.   We’re sorry the mattress didn’t work out for Mr. [redacted] and wish her well.   Best regards, Customer Advocacy Escalation Consultant

February 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 FlexTop King p5 Mattress with SleepIQ, a FlexTop King FlexFit1 Adjustable Base, Home Delivery and Set-Up Service, and some Bedding Collection items on November 25, 2016.  The bed was delivered on December 8, 2016.   Ms. [redacted] called our Customer Service Center (CSC) on February 1, 2017 wanting to exchange the bed because she liked the mattress, but did not like the split.  Our Customer Service Representative (CSR) was a newer CSR and stated she could not exchange the adjustable base as it was a final sale item.  In actuality there was no need to exchange the base, it only needed to be programmed to move the whole head as one versus two individual sides.   Ms. [redacted] did escalate to a supervisor because she was told we could not exchange the base for her.   Ms. [redacted] stated she couldn’t use a dual top adjustable base with a solid top mattress.  The supervisor explained that the base could be programmed to work with an Eastern King and there was no need to have to exchange the base.   He proceeded to process the exchange on the mattress and accessories and assured everything would work just fine.   Our supervisor applied the Medical Professional Discount to the new order and scheduled the delivery of the Eastern King Mattress for February 23, 2017.    We are sorry the original representative did not explain that the FlexTop Adjustable Base could be programmed to work with an Eastern King Mattress.  We will use Ms. [redacted]’s feedback as a training opportunity for our representatives so we can always provide the world class customer service we strive for.  Additionally, we apologize for the hold times.  We are coming off a great holiday sales event which is causing heavier than normal call volume.   We believe this matter to be resolved.       Best regards, Customer Advocacy Escalation Consultant

I am rejecting this response because:Thank you Revdex.com. Without you in place I think Sleep Number would never attempt to treat me fairly. Unlike what's stated in their comments, I sent this email, with photos, to customer service on Aug 4th and never got any response:  [redacted] Aug 4 at 8:38 [email protected] bodymy name: [redacted]                [redacted]               Tampa Fl 33617[redacted]The right side caves in in the middle area.  2 AttachmentsView allDownload all20160803_211457.jpg20160803_211542.mp4

I am rejecting this response because:
We have NOT received a check.  If sent, it was over 11 days ago.  We called them AFTER receiving this response from you, after FOUR attempts, we spoke to a Melissa and an Amy, both saying they supposedly sent our check out already to our physical address, when we TOLD them from the VERY beginning we have a P.O. BOX.  When talking to Amy, the last person we could get a hold of, she said she could inquire with the accounting dept as to what is going on..... What is the problem?!?!?  We have followed EVERYTHING we were supposed to do and have had this STAGNATED intentionally to NOT get a refund from something that we were NOT happy with.  We have done nothing wrong and were patient from the beginning.  We feel this is malicious intent to withhold our money.  We do Not understand how they do not track money and let us know what is going on. We were NOT called letting us know when check was sent and want to know why if sending a check that is this high an amount would not be sent to sign for or have tracking to know customer has received it.  It is just another way to prolong this when we followed the steps.  We respectfully ask that we have this sent to us expedited to our P.O BOX address we have told them. It has been over 20 phone calls, very long hold times when inquiring what is going on, not being helpful in any way at all when it came to contacting us for anything.  We please ask that this gets resolved without further problems.

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'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) Twin Long p5 and Twin Long FlexFit2, Stone, 1Remote is scheduled to be delivered February 3, 2016. We have appeased $[redacted] back to their VISA. We hope this helps ease some of their frustration.
Best regards,

CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 15, 2016/01/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is more than satisfactory to me. I called today and placed the order with no problems. Service was wonderful, as usual. Thank you.

Initial Business Response /* (1000, 6, 2015/07/10) */
July 10, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to outline our perspective regarding the complaint of our customer, Ms. [redacted].
Our records indicate that Ms. [redacted] purchased one Sleep Number(r) p5...

Queen (dual with Sleep IQ) Mattress, FlexFit 2 Queen Adjustable Base, a Total Protection Mattress Pad, a PlushFit Pillow and Home Delivery & Set-up Service at one of our retail stores on February 28, 2015. Ms. [redacted]'s bed was paid for using a Synchrony Bank financed plan and was delivered on March 11, 2015. We apologize for any confusion regarding Ms. [redacted]'s purchase.
I will address each of Ms. [redacted]'s issues:
The customer who referred Ms. [redacted] has been mailed a $100 Inner Circle Certificate.
Ms. [redacted]'s Synchrony account was credited for the $50 Sleep Number Savings card; $50.00 + tax = $53.82 on June 3, 2015.
The dual pump operates each side separately and it does not matter whether it is attached to one air chamber or two air chambers - the air flow is not affected or slowed. We replaced her dual air chambers with one single air chamber at no charge.
Ms. [redacted]'s Synchrony account was credited for the Sleep IQ; $300.00 + tax = $322.94 on March 17, 2015.
Ms. [redacted]'s Sleep Number Credit Card (issued by Synchrony Bank) is accepted only at Sleep Number and is not accepted by other retailers.
Ms. [redacted] is unclear regarding wear on her "bed topper" and about unused items that cannot be returned. Ms. [redacted] is scheduled for our Home Delivery team to inspect her bed tomorrow and we have agreed to replace any component deemed necessary by our team. We value Ms. [redacted]'s business and are making every effort to help her sleep comfortably.
Please feel free to contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 8, 2015/07/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To date, all the steps taken by the business have been to remedy their own misrepresentations. Also, the business's response includes information which conflicts with that given to me by customer service and by delivery personnel. "Innercircle certificate" has still not been received. The business has taken no steps to remedy remaining issues, but has merely outlined (the insufficient) steps already demanded by customer. The "visit" from the home delivery team consisted of the team looking at the bed and stating "there's nothing you'll be able to do about this." Was helpful to hear from the "team," however, about many other customer complaints about similar product issues, that have also yielded zero resolution from the business.
Final Business Response /* (4000, 10, 2015/07/22) */
July 22, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
The person who referred Ms. [redacted] to Sleep Number is welcome to call us for the valid InnerCircle Certificate number - the Certificate is valid until 6/2/16.
If Ms. [redacted] has any other concerns we can address, we encourage her to call us directly at [redacted], to discuss.
Please feel free to contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

December 21, 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] states she purchased an i7 360 Smart Bed with a FlexFit2 Adjustable Base from a third party.  Our 25 Year Limited Warranty does not transfer from owner to owner.  Only the original purchaser has warranty coverage.     Regarding the SleepIQ technology our SleepIQ End User Agreement states:   No Transferring of the Services. If You donate, give, or sell Your Bed to another person or entity, or otherwise dispose of it, it is Your responsibility to immediately deactivate the Services and Your User Profile(s) and notify Us of that occurrence by calling Us at ###-###-####. Use of the Services or the System is non-transferrable to the new owner of the Bed. The new owner can still use the Bed as a premium-quality, adjustable firmness, air-supported mattress, but use of the Services or the System is not available to the new owner of Your Bed.  You are prohibited from using a second-hand Firmness Control System or any other hardware, except for a Firmness Control System directly purchased by You from Us or one of our authorized dealers, to access the Services, the System, or the Data generated by the SleepIQ Processor.   Due to the nature of the 360 Smart Beds, they are installed only by our technicians.  They are not a product that can be self-installed.  As such, we are requesting pictures of the boxes showing the original ship to address and tracking numbers be emailed to [email protected].    We cannot honor Ms. [redacted]’s request to use the SleepIQ technology with a bed that was purchased second-hand.   Best regards, Customer Advocacy Escalation Consultant

September 6, 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 an i10 FlexTop King 360 Smart Mattress and a FlexFit2 360 Smart Adjustable Base on May 21, 2017.  The mattress and base were delivered on June 20, 2017.  The tech called in at delivery as there were issues with the bed working through the phone application.  This was resolved once the unit was plugged directly into the wall outlet versus a surge protector.   On June 21, 2017 there is notation that the application crashed.  Mr. [redacted] emailed in and was advised to call our Customer Service Center.  The next contact was on August 30, 2017 when Mr. [redacted] called in wanting to return the bed. He was advised the base was a final sale.   We cannot honor Mr. [redacted]’s request for a full return as he signed off on his Terms and Conditions of Sale agreeing to the terms that the 360 Smart Base is a final sale.  Mr. [redacted] can return his mattress within his 100 Night In-Home Trial if he would like.  We will continue to support Mr. [redacted] under his 25 Year Limited Warranty and urge him to contact our Innovation Team for any troubleshooting questions he have about his 360 Smart Base.    Best regards, Customer Advocacy Escalation Consultant

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] canceled his bed order and refused UPS delivery of the bedding products shipped. We have credited all but $370.97 back to his Visa, which will settle tonight at midnight. Total credits will have been: $3,432.47, $510.96 and now the $370.97 = $4,314.40. Mr. [redacted] will receive a return shipping label via U.S. Mail that he should disregard.
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
Initial Consumer Rebuttal /* (2000, 10, 2016/01/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I am rejecting this response because:The bed was not this way when delivered.  It has gotten worse over time.  This is not a slight separation, it is to the point of being off one side of the bed at the top.  If this were normal then both sides would seemingly be separating.What I really find odd is that they "warranty" the product, yet they do not have anyone that is available to "service" the product they warranty.  You would think that when someone spends $6K on a bed, they would send someone to look at the bed instead of trying to diagnose via phone/email.  They had no issues sending someone off site to a local show to "sell" the bed to me.I operate a large home service company and could never get away with treating clients this way.

Initial Business Response /* (1000, 13, 2016/01/26) */
January 26, 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 for $8,273.40. We understand that this was a tremendous inconvenience. Ms. [redacted] elected to cancel her order. Her MasterCard was credited back $7,730.47 on December 30, 2015, and $451.17 on January 19, 2016, and the balance of $91.76 will be mailed tomorrow by check. We regret that we have lost Ms. [redacted]'s business due to our computer conversion and wish her well.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 15, 2016/02/04) */

Initial Business Response /* (1000, 8, 2016/02/02) */
February 2, 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 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 on October 20, 2015 Ms. [redacted] purchased one each Coolfit Pillow, Contour, 5", Std and Pillow, InBalance, Contour, Standard. On January 16, 2016 an exception to our exchange policy was made and Ms. [redacted] exchanged her pillows to one each Pillow, InBalance, Classic, Standard and Pillow, InBalance, Gusset, Standard.
On February 1, 2016 a final exception was made and Ms. [redacted] elected to return her pillows instead of accepting the offer of one final exchange on the pillows. A Trial Return was set up and we will refund the full purchase price of the pillows once they have been returned to us. Prepaid return UPS shipping labels were emailed to Ms. [redacted] to return the pillows.

Best regards,

CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Acceptable deal

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. & Mrs. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they have...

experienced in reaching out to our company regarding their warranty issue. We understand that this has been a tremendous inconvenience and appreciate their patience. As a token of our apologies, we will ship a new Cover to them at no charge as a ONE-TIME exception to their 25-Year Limited Warranty. Their order will be delivered via UPS within the next 4-6 weeks.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On Dec,23,2015 I received an e-mail from Sleep Number
indicating to me that a " Bed Cover" in an attempt to
resolve the issue of the Sagging bed . As of to-day ,
Dec.29 I have received nothing.If and When I receive
the item I will arrange for it to be installed and
then I will try to evaluate if it is going to resolve
my problem. This will take some time and obviously I
will not be able to meet the 'Dead Line' of January 2 ,2016 and I kindly request that you reasonably extend that time.
I still feel that Sleep Number should abide by their warranty to me for 20 years with the first Two ( 2 ) years at ( No Cost to Repair or Replace ). I Reject their statement to you (as a One-Time)
exception. I feel they are under the Obligation to
resolve the problem Completely.
Thank You,
[redacted],M.D
[redacted]
Richmond,VA,23229
Case # [redacted]