Sleep Number Corporation

April 13, 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 King i8 Mattress with SleepIQ, a King FlexTop2 Adjustable Base, and a King Total Protection Mattress Pad on December 31, 2016.  The bed was delivered to Mr. [redacted]’s home on January 6, 2017.   Mr. [redacted] called our Customer Service Center on April 5, 2017 to set up a return.  He said he liked Memory Foam better.  Our Customer Service Representative told him to go to the store and try our Memory Foam bed, the m7, and we could set up an exchange.  Mr. [redacted] called back later that day wanting to return.  He did not like the m7.  Mr. [redacted] escalated over the base being a final sale item.  Although Mr. [redacted] signed his Terms and Conditions of Sale, which clearly state the adjustable base is a final sale, an exception was made to take the return with a restock fee.   We have made a very generous exception to allow for the return of the Adjustable Base and cannot honor Mr. [redacted]’s request to return the base without the restock fee.  We will be picking up mattress and base April14, 2017.  We’re sorry the bed did not work out for him and wish him well.   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. We understand that this has been a tremendous inconvenience and regret that we have lost his business due to our company-wide computer conversion. Mr. [redacted] canceled his order on November 24, 2015 and was never charged for the bed.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2015/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

April 6, 2016 Revdex.com of Minnesota & North Dakota RE:  Mr. and Mrs. [redacted] Case # [redacted]        Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customers, Mr. and Mrs. [redacted] Our position remains the same.  To reiterate, Mr. [redacted] signed and initialed his itemized Customer Order.  The Customer Order lists the mattress and base as separate products not a “package deal” as stated in the complaint. Additionally, Mr. [redacted] signed the Customer Order AND initialed the following disclaimer: Adjustable Bases Return/Exchange Policy:  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, FlexFit3 Adjustable Bases and/or Surround Silhouettes are final.  No returns or exchanges will be authorized or accepted. The signed and initialed Terms and Conditions of Sale were emailed to the email address on the complaint as well as the email address on Mr. and Mrs. [redacted]’s customer file, per their request to provide proof of the signed documents. The FlexFit Adjustable Base does not have to be modified to use the retainer bar.  It’s actually manufactured for use with the retainer bar if not using a Sleep Number Mattress with it.  The holes are predrilled to insert the bar.  The warranty for the FlexFit Adjustable Base is held with the manufacturer, Leggett and Platt.  They are sold for use with many different brands of mattresses.  Mr. and Mrs. [redacted] can reach out to them directly at ###-###-#### with any warranty related questions. Sleep Number has an obligation of fairness to maintain for all of our customers and we cannot make Mr. and Mrs. [redacted] an exception to this obligation. Best regards, CS Correspondence Manager

July 26, 2016     RE:       Mr.  [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, Mr. [redacted]...

purchased a Split King m7 Mattress, a Split King FlexFit2 Adjustable Base, 2 InBalance Layers, 2 Total Protection Mattress Pads and Home Delivery Install and Set-up on June 4, 2016. The bed was delivered on June 18, 2016.  The order total was $7459.15 and paid for using Synchrony Financing.  Mr. [redacted] was not approved for the full amount, so Mrs. [redacted] opened an account for the remainder. We have the signed and initialed paperwork that states the adjustable base is a final sale (copy available per request).  This paperwork has also been sent to Mr. [redacted] per his request.   June 20, 2016 we reached out to Mr. [redacted] to discuss his experience per the request of the store. Mr. [redacted] said he assumed the Silhouette surround came with the base, and it does not. We explained we could place an order for the surround. He explained he shouldn’t be penalized for not knowing it did not come with the adjustable base and should get it for free.   In the spirit of good customer service, we offered a substantial discount on the surround and Mr. [redacted] declined the offer wanting it for free.  Our Customer Service Representative (CSR) spoke with her manager and got an even larger discount for him.  Mr. [redacted] stated that was more than reasonable but wanted to discuss with his wife and call us back.  Our CSR noted the file with the offer.   June 20, 2016 Mr. [redacted] called back and asked for free InBalance sheets on top of the discount on the surround.  Our CSR checked with a manager and his request was denied. Mr. [redacted] asked our CSR to hold on for a moment and came back to line and asked how the surround would be billed.  Mr. [redacted] was told he could finance if he had enough on his account.  When Mr. [redacted] asked our CSR to check what his available balance we explained we cannot see his balance he would need to reach out to Synchrony for that information.  Mr. [redacted] said he would call back.   July 15, 2016 called back called back to discuss experience and said he said he wanted to be done with Sleep Number and was transferred to our returns department. Mr. [redacted] stated he was sold something and thought he was getting another.  Mr. [redacted] claims he said he wanted it exactly as it sits on the floor.  Then they discussed not being told surround was an additional piece. He explained that they offered a discount but he was not going to do that.  Mr. [redacted] got very upset that he received two separate accounts stating that he would have to pay twice the interest because he had two accounts.  Mr. [redacted] then became very upset about not getting the surround, stressing he didn’t know the adjustable base didn’t come without it.  She offered to send a Smart Skirt at no cost and Mr. [redacted] asked for her supervisor.  The supervisor listened to his complaints and reminded him that he likes the bed.  He got argumentative and wanted only to return.  The manager reiterated our prior offers to get him the surround he wanted.  Ultimately, we offered to make the exception to take a return on the non-returnable adjustable base with a restock fee. He wanted to talk to his wife and said he would call us back.   We made several generous offers so he could have the bed as he saw it in the store.  Sadly, Mr. [redacted] called back and accepted the offer to return and his bed is scheduled to be picked up August 3, 2016. We’re sorry we’ve disappointed Mr. [redacted] and wish him well.               Best regards, Customer Advocacy Escalation Consultant

March 30, 2016 Revdex.com of Minnesota & North Dakota RE:  Mr. and Mrs. [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customers, Mr. and Mrs. [redacted]. Our records indicate that Mr. and Mrs. [redacted]...

purchased a Total Protection Mattress Pad, King c4 Mattress, and a King FlexFit1 Adjustable Base on January 30, 2016. The bed was delivered on February 27, 2016. Mrs. [redacted] called our Customer Service Department on March 28, 2016.  Her situation was discussed and she agreed to the resolution we presented. We consider this case closed. Best regards, CS Correspondence Manager

February 1, 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].   Our records indicate that Mr. [redacted] purchased a King i8 Mattress with SleepIQ, a King FlexFit2 Adjustable Base, Home Delivery and Set-Up Service, a Total Protection Mattress Pad and three pillows on October 15, 2016.   The accessories were received in store and the bed was delivered via our Home Delivery Team on October 26, 2016.   The Sales Professional who assisted Mr. [redacted] went over the Terms and Conditions of Sale in detail and the Customer Order is signed (copy available upon request) as well as initialed at the following disclaimer regarding Adjustable Bases:   Adjustable Bases (FlexFit1, FlexFit2 and FlexFit3:  Due to their unique handling and delivery requirements, all adjustable bases are excluded from any In-Home Trial Policy and are not returnable or exchangeable.  All sales of FlexFit adjustable bases are final.   Mr. [redacted] called our Customer Service Center (CSC) on December 10, 2016 wanting to return the bed due to it not being what he expected.  Our Customer Service Representative (CSR) inquired as to the reason to return and tried to assist with comfort solutions but Mr. [redacted] declined.  Our CSR then went over all the return options and Mr. [redacted] chose to have our Home Delivery Team come out and pick up the bed.  Our CSR explained that the adjustable base was a final sale.  Mr. [redacted] said he would have to figure this out and call us back, but before ending the call he asked about the comfort solutions.  Our CSR explained the different options available and Mr. [redacted] said he would call back.   On January 23, 2017 Mr. [redacted] called our CSC and stated that he wanted to return his bed and that he was previously told he could not return the adjustable base.  He explained that wasn’t going to work for him and requested to speak with someone higher up the ladder.  Mr. [redacted] was transferred to a supervisor who placed Mr. [redacted] on hold and called out to the store where Mr. [redacted] purchased his bed and inquired about the Terms and Conditions of Sale.  The Sales Professional confirmed the paperwork was signed and initialed at the disclaimer that states the adjustable base is a final sale.  The call was dropped and the supervisor called Mr. [redacted] back.  The supervisor explained that we confirmed the paperwork was signed acknowledging that Mr. [redacted] read and agreed to the Terms and Conditions of Sale and initialed at the disclaimer and as such we could not take a return on the adjustable base.  Mr. [redacted] accused our supervisor of being unwilling to help and at 3 minutes and 30 seconds into the call Mr. [redacted] said our Sales Professional had him sign some “stuff” but he didn’t read it.  Mr. [redacted] again requested someone higher and due to wait times our supervisor submitted a callback form to have a Case Manager reach out to Mr. [redacted].   Later that day one of our Case Managers called out to the phone number on Mr. [redacted]’s file (the phone number in Mr. [redacted]’s account is different from the phone number on the complaint) and left a voicemail explaining that since we have the signed and initialed paperwork we are unable to take a return on the adjustable base.  In his voicemail he left the phone number to contact the team directly should Mr. [redacted] have questions or concerns.  We’ve not heard back from Mr. [redacted] since.   We cannot honor Mr. [redacted]’s request for a full refund.  The documents are signed and initialed that he agreed to the Terms and Conditions of Sale.  Due to Mr. [redacted]’s delivery date of October 26, 2016 his 100 Night In-Home Trial ends on February 3, 2017 and he would need to contact us by then to set up a return on his i8 mattress if he still wishes to return.       Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2016/03/12) */
March 12, 2016
RE: Ms. [redacted]
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 frustration she has...

experienced in regards to her recent Sleep Number purchase.
According to our records, Ms. [redacted] purchased an i8 Queen Mattress and a Queen FlexFit+ Adjustable Base. This was delivered by our Home Delivery Team on September 3, 2011.
On May 16, 2014 Ms. [redacted] called our Customer Service Department stating mattress did not feel as firm as it had before. Ms. [redacted] was asked to check the topper pad and was emailed the troubleshooting instructions. She was also given a price quote of what the replacement cost would be under the terms of her 20 Year Limited Warranty. She never called back to place the order.
Ms. [redacted] purchased a Queen c2 Mattress only on February 7, 2016 on SleepNumber.com. This bed was delivered on March 1, 2016 by our Home Delivery Team.
On March 7, 2016 Ms. [redacted] called our Customer Service Department and stated that the i8 had the air chambers installed upside down and the hoses stapled to the air chamber. We do not bring tools to install our beds as they aren't necessary, and we certainly wouldn't staple an air mattress. Ms. [redacted] asked us to cover the cost of her new bed due to the "faulty" installation. Ms. [redacted] was advised of the other options she had in regards to the i8 bed and got angry and requested a supervisor. The supervisor ended the call with Ms. [redacted] after she told her to "go f_ _k yourself." All calls in and out of our Call Center are recorded for quality assurance.

The choice to purchase the new mattress was entirely hers. She was aware, back in 2014, that we could fix the bed for her. She did not contact us about any issues since 2014, rather just bought a new mattress. Ms. [redacted] could have refused the new mattress and we still could have fixed the old mattress. She chose to keep it.
We will not be able to accommodate Ms. [redacted]'s request give her the new mattress free of charge.

Best regards,
CS Correspondence Manager
Initial Consumer Rebuttal /* (3000, 7, 2016/03/15) */
FIRST OF ALL, I DID USE BAD LANGUAGE TO THE SUPERVISOR WHEN I ASKED IF THE RECENT INSTALLERS COULD BE ASKED HOW THEY FOUND THE INCORRECT INSTALLATION IN MY HOME. HER RESPONSE WAS "WELL, I WON'T BE DOING THAT!" ALSO, THIS WAS AFTER SPENDING OVER 3 HOURS ON HOLD LISTENING TO SLEEP NUMBER COMMERCIALS. WHEN ANYONE CALLS SLEEP NUMBER CUSTOMER SERVICE THAT IS WHAT CONSUMERS HAVE TO ENDURE. THESE COMMERCIALS REPLAY 7 OR 8 TIMES OR MORE BEFORE YOU CAN SPEAK TO ANYONE. I WAS DISCONNECTED, HUNG UP ON WHEN I ASKED TO SPEAK TO A SUPERVISOR ALL ON THE SAME DAY.
ON AUGUST 25,2011, I PAID SLEEP NUMBER OVER $5,000. THE MATTRESS THAT WAS INSTALLED INCORRECTLY COST $2200. I ALSO PAID FOR THE INSTALLATION OF THE MATTRESS BY SLEEP NUMBER PERSONNEL. I REMEMBER THE INSTALLERS TALKING ABOUT BEING UNSURE ON HOW TO INSTALL THE MATTRESS, WHICH I OVERHEARD AND ASKED ABOUT IMMEDIATELY. THE INSTALLERS FROM SLEEP NUMBER ASSURED ME THAT EVERYTHING WAS FINE. THEY CAME IN WITH LARGE BAGS OF TOOLS, ETC TO DO THE INSTALLATION. IN FACT, THE INSTALLERS WHO CAME ON THURSDAY, MARCH 1,2016 CARRIED A LARGE BAG OF TOOLS, ALSO. THE NEW INSTALLERS WERE THE ONES WHO SHOWED ME HOW THE MATTRESS WAS INSTALLED UPSIDE DOWN. ON THE SIDE FACING UP ON MY MATTRESS IT SAID "THIS SIDE DOWN." THEY ALSO SHOWED ME THE OXYGEN TUBES WHICH WERE STAPLED TO THE FRAME. I WISH THAT THEY HADN'T DONE THAT BECAUSE NOW I HAVE TREMENDOUS BACK PAIN FROM THE MATTRESS FALLLING APART ON ME. I HAVE SPINAL STENOSIS AND I JUST HAD AN MRI TO EVALUATE THE NEW DAMAGE THAT I MAY HAVE TO MY SPINE FOR SLEEPING ON THEIR INCORRECTLY INSTALLED MATTRESS. THEY ASSUME NO RESPONSIBILITY WHEN THE INSTALLERS WERE
HIRED BY SLEEP NUMBER. ANYTIME, I CALLED SLEEP NUMBER, THEY GAVE ME SUGGESTIONS OF HOW TO MAKE THE MATTRESS MORE FIRM. THEIR SUGGESTIONS COULD NEVER OVERCOME AN INCORRECT INSTALLATION. I DID NOT ABOUT THE INCORRECT INSTALLATION UNTIL MARCH 1, 2016 WHEN THE NEW INSTALLERS SHOWED ME. AT SLEEP NUMBER, THEY HAVE A PHILOSOPHY WHERE THEY BLAME THE CUSTOMER. INSTEAD OF APOLOGIZING AND OFFERING TO PAY $864 FOR THE NEW MATTRESS, THEIR STAFF KEPT SAYING "YOU SHOULD HAVE REACHED OUT TO US SOONER." WHAT GOOD WOULD THAT HAVE DONE? THEIR SUGGESTIONS DIDN'T CORRECT AN INCORRECT INSTALLATION. PRIOR TO THIS, I HAD NEVER OWNED A SLEEP NUMBER BED AND DID NOT KNOW HOW THEY WORKED. SLEEP NUMBER EXPECTED ME TO UNDERSTAND THE BED AS IF I WAS AN INSTALLER. I TAUGHT SPECIAL NEEDS CHILDREN FOR ALMOST 40 YEARS, WE WEREN''T TAUGHT TO INSTALL A SLEEP NUMBER MATTRESS. I AM RETIRED AND MY ADULT AUTISTIC SON LIVES WITH ME AND LIVES ON SSI. DO YOU REALLY THINK THAT I CAN AFFORD OVER $3,000 FOR SLEEP NUMBER'S SHODDY BUSINESS PRACTICES??
Final Business Response /* (4000, 9, 2016/03/17) */
March 17, 2016
RE: Ms. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
To reiterate, Ms. [redacted] purchased an i8 Queen Mattress and a Queen FlexFit+ Adjustable Base. This was delivered by our Home Delivery Team on September 3, 2011.
On May 16, 2014 Ms. [redacted] called our Customer Service Department stating mattress did not feel as firm as it had before. Ms. [redacted] was asked to check the topper pad and was emailed the troubleshooting instructions. She was also given a price quote of what the replacement cost would be under the terms of her 20 Year Limited Warranty. Ms. [redacted] never called back after opening the mattress to do the troubleshooting. Ms. [redacted] did not call in with questions about her Limited Warranty. Ms. [redacted] did not call in with comfort questions. Ms. [redacted] took it upon herself to buy a new mattress online on February 7, 2016 instead of giving us the opportunity to assist. Our Customer Service Department is available to answer any and all questions. The troubleshooting is something we can and do walk our customers through over the telephone.
The choice to purchase the new mattress was entirely hers. Ms. [redacted] was aware, back in 2014, that we could fix the bed for her. She has not contacted our Customer Service Department in regards to comfort since 2014, rather just bought a new mattress. Ms. [redacted] could have refused the new mattress and we still could have fixed the old mattress. She chose to keep it.
Ms. [redacted] recently called in to return a recent order of sheets stating she could not afford them. Per our return policy, "Bedding Collection products cannot be returned for a refund. Within 30 days of receiving your Bedding Collection product, you may exchange a product for a different Bedding Collection purchase. Exchanges will only be allowed one time per item. You must provide proof-of-purchase".
Again, we will not be able to accommodate Ms. [redacted]'s request give her the new mattress free of charge or take a return on her sheets. We encourage Ms. [redacted] to reach out to our Customer Service Department at [redacted] should she have any questions or concerns regarding her new Sleep Number purchases.

Best regards,
CS Correspondence Manager

Initial Business Response /* (1000, 6, 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'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 delayed her order. We understand that this was a tremendous inconvenience and appreciate her patience. Ms. [redacted]'s Sleep Number(r) FlexTop King x12 was delivered January 27, 2016. We have appeased [redacted] Ms. [redacted]'s HelpCard Financing account and [redacted] her Visa. We have also sent her [redacted]as a token of our apologies. We hope this helps ease some of her frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 8, 2016/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted my HelpCard Financing account and was informed there was no recent credits or adjustments showing, but I would like for Select Comfort to forward me everything in writing stating what exactly they are stating in their response showing me the exact credits and adjustments amounts to my HelpCard Financing account and the Visa account they are referring to....then I would gladly close this complaint or they can even call me at 219-525-4042 if that would make the process faster...Thanks
Final Business Response /* (4000, 15, 2016/02/17) */
February 17, 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 regarding the credits to her HelpCard and Visa accounts. Our accounting department has verified all credits settled with her HelpCard and Visa on December 18, 2015. She would have seen the credits on her accounts by December 28, 2015.
In Ms. [redacted]'s Revdex.com complaint she stated as of February 12, 2016 she had, "no recent credits or adjustments." We suggest Ms. [redacted] review her account statements since December 2015 as all refunds and credits have settled with their respective accounts. We hope this helps ease some of her frustration.
Best regards,
CS Correspondence Specialist
Final Consumer Response /* (2000, 21, 2016/02/18) */
I apologize for overlooking the fact that I DO see the credits they are referring to....I mistakingly thought they were talking about another recent credit. I want to sincerely thank the Revdex.com for working so hard on my behalf and promptly assisting me with this matter...YOU GUYS ROCK!!!!! Case closed..thanks again.

Initial Business Response /* (1000, 8, 2016/01/27) */
January 27, 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. Mr. & Mrs. [redacted]'s Sleep Number(r) Split Cal King i10 with Split Cal King FlexFit2, Stone, 2Remotes were delivered on January 21, 2016. We understand that this was a tremendous inconvenience and appreciate their patience. We appeased their American Express on December 31, 2015 as a token of our apologies. We hope this helps ease some of his frustration.
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.)
The response does not address the fact that I had no response from anyone at Sleepnumber, except the home delivery teaam, who knew nothing except what they were told by 'Corporate'. Call to their customer advocates were unanswered. Contacting Revdex.com was a last resort on my part.

Initial Business Response /* (1000, 8, 2016/01/27) */
January 27, 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. & Mrs. [redacted] for the delays they 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 affected their order and cancellation. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted] elected to cancel their order so their American express was refunded $[redacted] on November 19, 2015. $[redacted] will settle with their VISA within 7 business days. We regret that we have lost Mr. & Mrs. [redacted]'s business due to our computer conversion.
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 5, 2016/02/16) */
February 16, 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 delivery of his order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed his order. We understand that this was a tremendous inconvenience and appreciate his patience. Mr. [redacted]'s Sleep Number(r) Cal King p5 Mattress and Cal King Foundation is scheduled for delivery and installation on February 18, 2016 between 1:00 P.M. and 5:00 P.M. We have applied a credit to his Visa as a token of our apologies. We hope this helps ease some of her frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My mattress and foundation were delivered as promised on the rescheduled date but the credit to my VISA card has not yet appeared on my account. In fairness to Select Comfort, the Credit card company states that postings of credits from companies may take up to a month to be posted. Until I receive notice of the appropriate credit to the account, I would like this complaint to remain unresolved.

February 19, 2018   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].    We apologize for the lack of response from Ms. [redacted]’* contact.  The representative was out of the office unexpectedly due to illness.  Once back in the office, she did reach out to Ms. [redacted] and let her know she placed the order for her. Unfortunately, there was an error on the order. An exchange was processed to get the correct product out and Ms. [redacted] has been notified of this as well.  Once received, we believe this matter to be closed.    Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 11, 2016/01/22) */
January 22, 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. & Mrs. [redacted] for the delays they have experienced...

regarding their warranty order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their order and delivery. Their warranty parts have been delivered. We understand that this was a tremendous inconvenience and appreciate their patience. We did apply an appeasement in the form of a check as a token of our apologies.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 13, 2016/01/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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 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 iLE and FlexTop King FlexFit1,Stone, 2Remotes were delivered December 15, 2015. Their bedding accessories were delivered on January 4, 2016. We have appeased a set of sheets[redacted] as a token of our apologies. We hope this helps ease some of their frustration.
Best regards,

CS Correspondence Specialist

December 5, 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 Queen p6 Mattress, a Queen FlexFit2 Adjustable Base and some accessories on June 6, 2017.  The mattress and adjustable base were delivered via our Home Delivery and Set-Up Team on May 20, 2017.   August 9, 2017 Ms. [redacted] called our Customer Service Center and stated the mattress was too soft for her.  She was going to go to the store to try other models and advised she would call us back.   She called back on September 11, 2017 to exchange to a c4 Mattress but opted to return the mattress rather than paying the delivery fee to have the c4 Mattress delivered.  The mattress was picked up on October 13, 2017.   The adjustable base is a final sale item so the base was not picked up.   October 21, 2017 Ms. [redacted] called in and said the base was no longer working so we sent out the FlexFit assembly instructions so she could resolve without the service fee for technicians to come to the home.  She was unable to resolve so we are sending out technicians to repair after finding out they did not connect the cables as they should have.  They are slated to go to the home December 6, 2017.  We believe the technicians will resolve the issue and will continue to support Ms. [redacted] under the terms of her 25 Year Limited Warranty.    Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 20, 2015/09/29) */
September 29, 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 a Sleep Number(r) i8 Split King...

Mattress (with SleepIQ), a Split King FlexFitTM 2 Adjustable Base, a Total Protection Mattress Pad, a Lyocell Sheets set, several pillows and Home Delivery Service at one of our retail stores on January 5, 2015. Mr. [redacted]'s order was paid using Synchrony Bank financing. Mr. [redacted]'s mattress and adjustable base were delivered on January 22, 2015 and the bedding products were shipped via UPS.
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. & Mr. [redacted] contends that he went over the terms and conditions of sale in detail and that Mr. [redacted] signed his Customer Order (copy available upon request) as well as initialed all of the respective disclaimers relative to his purchase including 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."
Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 Adjustable Bases. Mr. & Mrs. [redacted]'s 100-Night In-Home Trial has expired. However, they have had several issues of concern. I spoke to Mr. [redacted] today and offered to take a return for refund on their mattress and provided them with 30 days to decide. We're sorry, we cannot accommodate Mr. & Mr. [redacted]'s request for authorization to return their Split King FlexFitTM 2 Adjustable Base.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 22, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Case ID [redacted]
We have heard from the Select Comfort Corporation....However...they have offered to refund the money for the bed minus a $179.00 pick up fee...They still refuse to take the frame back... They will send $4100.00 to Synchrony Bank which will then take the $1800.00 out that we still owe...we will be receiving a little over $2000.00 back... The way I see it is that we are still going to be paying $6,000.00 for an adjustable frame and some pillows and mattress covers... I'm still not satisfied with the amount of money we will be getting... I have asked for a copy of the contract we signed. He had us initial what was going to be delivered by UPS...(the bedding)... He did not tell us about the frame being non-returnable...also he didn't give us a copy of the signed contract...he only printed a copy of the unsigned contract and stapled it together and put it in our packet...so please don't consider this matter closed yet.....They still haven't contacted us about when they are picking it up...and I still don't think we should have to pay a "pick-up" fee! They said we could ship it to them and they would send prepaid labels for UPS..but they would be $30 each and I would need at least 3..maybe 4.. And they would deduct it from our refund....still not satisfied.... I want the whole thing returned....The bedding I will not complain about...although it's totally of no use once bed is gone...$6,000.00 is still a big loss....let's say $5,000.00 since I know they won't take bed clothing back... Please advise...I am so disappointed in these people! We thought we were dealing with an honest company.
Thank you so much for your help,
[redacted]
Sent from my iPad
Final Business Response /* (4000, 26, 2015/10/20) */
October 20, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
I spoke to Mr. [redacted] and he accepted our offer to take a return for refund on their mattress, which is scheduled for pick-up tomorrow. We're sorry, we cannot accommodate Mr. & Mr. [redacted]'s request for authorization to return their Split King FlexFitTM 2 Adjustable Base.
Best regards,
Legal Correspondence Analyst

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 has experienced in reaching...

out to our company regarding the delivery of his bed.
Mr. [redacted]'s p5 Queen Mattress and Modular Base is scheduled to be delivered on December 19, 2015. We understand that this has been a tremendous inconvenience and truly appreciate his patience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This does not address the extra fees I discussed in the complaint. This only re-states what I already provided.
Final Business Response /* (4000, 15, 2016/01/06) */
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 delay in the delivery of his bed. Mr. [redacted] and I discussed his concerns by phone today. As a token of our apologies, we have refunded Mr. [redacted] the Home Delivery & Set-up fee ($179.99 + tax = $190.79) to his Synchrony account.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 11, 2016/01/20) */
January 19, 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 and shipment. Mr. [redacted]'s bed was delivered on December 27, 2015. We understand that this was a tremendous inconvenience and appreciate his patience.
Best regards,
Legal Correspondence Analyst

June 15, 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, Ms. [redacted].  ...

Mr. [redacted]’s complaint is currently under investigation.  We will update the customer directly on the status once the investigation is complete.  We anticipate that to be within the next week.   Best regards, Customer Advocacy Escalation Consultant

April 7, 2018 Revdex.com of Minnesota & North Dakota RE:        Ms. [redacted]Case # [redacted] Dear Revdex.com: Thank you for the opportunity follow-up regarding the complaint of our customer, Ms. [redacted].   Our position remains the same.  We offered to help Ms. [redacted] with her comfort issues and she opted to return rather than let us help. The adjustable base is a final sale item.  We consider this matter closed. Best regards,Customer Advocacy Escalation Consultant