Sleep Number Corporation

December 19, 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 iLE Mattress with SleepIQ and a FlexFit 2 Adjustable base on 11/21/2017.  The mattress and base were delivered on November 30, 2017.   On December 1, 2017 Ms. [redacted] called our Customer Service Center to advise she was having issues with the bed.  There was air loss and the pump was not pushing out any air to be able to inflate the mattress.  We were unable to locate the bed as it was purchased in a commercial account which we don’t have access to.  It was after hours and we were unable to get her to the necessary department.  Thankfully, Ms. [redacted] was able to borrow a pump from the local store to make the bed sleepable until we could get the new pump shipped out to her.  The fact that we had trouble finding the purchase caused many delays.  The new pump was delivered on December 11, 2017.   We’re terribly sorry for the experience.   Sleep Number strives to provide world class customer service and it’s clear we fell far short of our goal.  We will be using Ms. [redacted]’s feedback to provide coaching opportunities to prevent such happenings going forward.     Ms. [redacted] is currently working with one of our Customer Advocacy Managers, the highest level of escalation, and he will ensure all is well.         Best regards, Customer Advocacy Escalation Consultant

I am rejecting this response because:We are in shock knowing that the CSR overcharged us. Although we are much happier with the credit- We paid $96.74 and received a credit for $51,52- we wonder why we didn't then receive 2 chambers. Had we not contacted the Revdex.com, we would have been overcharged without any recourse.Now that we have received our air chamber, we are surprised that our 'new' part is indeed 'refurbished'. We would prefer that the replacement part that we paid for (although we would agree this is a much more acceptable price) would not be refurbished. We were not informed that our replacement part for our bed would be refurbished. For us, anything in a bed that is not new is uncomfortable for lack of a better word. There must have been small print somewhere that told us the part wasn't new, but we were unaware of this fact. Please exchange our refurbished part for a new one.

I am rejecting this response because: The way the company operates is unethical. They are too quick to charge the customer and add fees, but when it comes to respecting their end of the bargain, they don't. I was told that once the mattress arrived at their warehouse they would process the return within 5 days as the mattress is placed back in stock. Shockingly enough, they received the UPS package on 10/04, so I called today, 12 days later, and the return had not been approved yet. I was informed it was done as I placed the call, but now I have to wait another 7 to 10 business days for it to be fully processed and then depending on my bank's policy, credited to my account. So, not only I am stuck paying shipping and return fees, but also interest on my credit card if I don't pay it in full in the next couple of days, only because of their lack of due-diligence. How is that fair? This is not the way business is supposed to be conducted. I followed their rules to make the return and was forced to wait 30 days for them to even allow me to return the mattress, even though I knew, way before, that the mattress was garbage, but they can take 12 days to approve the refund, instead of the 5 days I was promised, and not be held accountable? This is just wrong and poor management on their part.

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] ordered a c4 Mattress on January 26, 2017.  The mattress was scheduled to be delivered on February 23, 2017 but the freight was misrouted.   Our Customer Service Representative called out to Mr. [redacted] as soon as we were made aware of the error and offered the soonest available date of March 6, 2017.   The model of mattress Mr. [redacted] ordered is a “Made to Order” mattress and has a longer lead time than our “Made to Stock” models.  In looking into the situation we found that if we ordered a new mattress for Mr. [redacted] the delivery would still have to go out two weeks because of this.  Our delivery routes are booking fast due to the amount of sales from our President’s Day Sale.  If there was a way we could get the mattress to Mr. [redacted] sooner we would most certainly do so.   We’re terribly sorry for the inconvenience this has caused and would like to offer a set of sheets as a token of our apologies.  Mr. [redacted] can contact our Customer Service Center at ###-###-#### once he has chosen his sheets of choice and we will place the order for him.   His file as has been noted with this information and anyone can assist him.  The Customer Service Center hours are 8:00 AM to 8:00 PM CST Monday through Friday and 8:30 AM to 5:00 PM CST on Saturdays.    Best regards, Customer Advocacy Escalation Consultant

August 8, 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] has a 5000 King Mattress and Modular Base on May 26, 2006.  The bed was delivered on June 9, 2006.   Ms. [redacted] contacted our Customer Service Center on June 1, 2017 needing to replace her foam.  She was at that time advised of extended lead times.  Unfortunately, due to a supplier issue, our lead times exceeded what we initially believed to be true.   We apologize for the delay and understand this was a very frustrating experience.  All of Ms. [redacted]’s parts have been delivered as of today August 8, 2017.   Best regards, Customer Advocacy Escalation Consultant

January 13, 2018   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 Queen Dual c4, A Queen FlexFit2 Adjustable Base and some accessories on December 30, 2017.   When the mattress and base were delivered on January 3, 2018 he discovered the queen was not a split top mattress.  With our technicians in his home, he called our Customer Service Center to ask what we would do for him.  He wanted a split top mattress.  Mr. [redacted] was told we do not manufacture Split Queen products and was given the option to exchange to a FlexTop or Split King and pay the difference or refuse the delivery of the queen.  He asked for compensation because he could not independently move the head of the bed.  He proceeded to tell our manager that the mattress was not what he was expecting, but did not refuse delivery of the queen mattress and base.   Per the signed Terms and Conditions of Sale (copy available upon request), the adjustable base is a final sale.  We do not process returns or exchanges on them.  However, we did make the exception in this case to allow Mr. [redacted] to exchange to a Split king or a FlexTop King.  He declined the offer.    We cannot honor Mr. [redacted]’s request for a return on the adjustable base.  If the products purchased and delivered were not what he was expecting, he had the option to refuse the delivery.  We hope that Mr. [redacted] is enjoying the comfort of his Sleep Number mattress and adjustable base. If he wishes to return the mattress, he has until April 13, 2018 to return if that is the direction he wishes to go.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 10, 2015/11/30) */
November 30, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she has experienced in...

reaching out to our customer service and for the delay in the receipt of her refund. We mailed Ms. [redacted] a check refund for $3,332.49 on November 26, 2015.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 12, 2015/12/01) */

Initial Business Response /* (1000, 8, 2016/01/04) */
January 4, 2016
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 Sleep Number(r) iLE Queen (dual...

air chamber) Mattress and FlexFit Plus Adjustable Base, Base Legs and Home Delivery Service at one of our retail stores on February 17, 2013. Mr. [redacted]'s mattress and adjustable base were delivered and set up on March 14, 2013.
On April 29, 2013, Mr. [redacted] called customer service and we switched him to a single air chamber and single pump at no charge.
On June 21, 2013, Mr. [redacted] called customer service and we replaced his foam Sidewalls at no charge.
On June 28, 2013, Mr. [redacted] called customer service and we replaced his Cover (entire mattress shell) and Base Pad, as well as sent our Home Delivery team out to install the new components, all at no charge.
Sleep Number does not actually have a repair service department, nor have we had one in the past. Due to the nature of our product, we do not typically send a technician to a customer's home to do troubleshooting or replace components. The limited warranty clearly states, "Customer maintains responsibility for installation of parts replaced under terms of the warranty." Since our components are lightweight, most customers do not find any difficulty in assembling, troubleshooting or replacing a component. Of course, we do understand individual situations and that not everyone can service their own bed. That's when we advise our customers to request the help of a relative, friend, or neighbor for assistance.
Mr. [redacted] explains in his complaint that he has a disability, is of proportionate size and spends more than 70% of his time in bed. While we certainly sympathize with Mr. [redacted]'s medical conditions, we do not design, manufacturer or sell medical equipment or hospital standard quality beds. While we encourage our customers to contact us with regard to any issues and are committed to maintaining the highest standards of customer satisfaction, we believe Mr. [redacted] might be best served by sleeping on a mattress and base designed for his unique medical/physical needs.
Any sliding of the mattress on the adjustable base is likely the result of dragging or pushing the cover (entire mattress shell) when entering and exiting the bed, which can tear the bottom of the cover. This condition will continue to repeat even after parts are replaced. We do not believe this complaint is a defect in materials or workmanship; it is not a warranty issue.
Mr. [redacted]'s 30-Night In-Home Trial on his mattress expired on April 14, 2013 and his adjustable base was a final sale. We're sorry, we cannot accommodate Mr. [redacted]'s request to return for refund.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with the conclusion by Sleep Comfort that they are in no way responsible for The premature degradation of their product. Please see the included photographs which depict the drastic condition of this matters. I also ask that you reference the Revdex.com complaint history of this company which clearly demonstrates prior notice of this and similar problems.
What they failed to mention is that in every phone call I explain to them that I'm in this bed for the majority of my day and that the reason for each of those calls was due to my dissatisfaction with their product. In fact the problem that I was reporting at those increments is the exact same thing that you see in the photographs after nine months. In any of those phone calls Sleep Comfort could have told me that the "condition will continue to repeat even after parts are replaced". Instead they continued to replace parts on multiple occasions (which totaled a near complete replacement). They not only didn't tell me any of this but they didn't offer to extend my in-home trial. Essentially they are saying that the mattress has been used excessively which caused The premature aging of the product Therefore one would interpret their comment as meaning the entire life has been used in the nine months that I have had the mattress. According to ConsumerReports.org, a mattress should "easily last 10 years". 10 years equates to 29,200 hours of use at eight hours per night. So using that as a reasonable lifespan expectation and a presumption of eight hours of sleep per night, plus 70% of the remaining 16 hours (19.2 hours) of the day in bed, I have used ~5,184 hours of the reasonable lifespan. Even if they say that the reasonable lifespan is five years, or you double the hours I've used the product, their defense doesn't make sense. There is no way I have used the entire (or even half) lifespan of this mattress in nine months (or ~270 nights). It is clearly evident in the photos I have attached to this reply that the condition of the product shouldn't be what it is after ~5,184 hours of use. It defies sensibility and any realistic life span expectations. I understand and accept that my intense use of the product may decrease its longevity, but one would also expect to get at least a reasonable percentage of the usable lifespan of the product. I feel I've got only a small amount of that. Who in their right mind would buy an expensive premium mattress and expect to only get 5,000 hours of service from the product.
Final Business Response /* (1000, 14, 2016/01/25) */
January 25, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
Mr. [redacted]'s complaint was discussed and resolved today on January 25, 2016, with mutual satisfaction. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Final Consumer Response /* (2000, 16, 2016/02/04) */

I am rejecting this response because: This company omitted number of facts:First I clearly indicated to their rep that I do have a back problems and thus I could not lift the mattress or take it apart. Furthermore, their so called limited warranty leave lot to be desired and it was never explained at the time of purchase of this very expensive bed. I suspect there are thousands of customers who never understood the unreasonable limitation and omission of their warranty. When we replaced the side foam a mere three years after purchase we had to pay for it and it did not solve the problem. second the box or base was purchased from their company and not directly from their subcontractor and thus it is their responsibility. I and I am certain the majority of those who purchased their product and paid over $6000 for it expect that this company will send a tech to properly trouble shoot this repeated problems at no additional charge. If the defined problem was due customer miss use then the customer pay otherwise their company should replace their defective components at no charge to the customer. I find their rep are trained to give the customer the run around and take no responsibility for their product. We continue to be very disappointed and unless they correct their defective products we will never buy their product and will share our experience with friends , family and alike.

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

to our company regarding his delivery. We understand that this was a tremendous inconvenience and appreciate his patience.
Dr. [redacted]s bed was delivered on January 11, 2016. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2016/02/29) */
February 29, 2015
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].
We...

sincerely apologize to Ms. [redacted] for the delays in delivering her father's Sleep Number Bed. We understand that this has been a tremendous inconvenience. Ms. [redacted] has been in touch with one of our Customer Advocacy Managers and was advised that the bed had to be reordered and that delivery is scheduled for March 8, 2016. Each Sleep Number Bed is made to order, so this is the soonest date we are able to deliver. I suggest Ms. [redacted] reach out to her point person should she have further questions.
Best regards,
CS Correspondence Manger
Initial Consumer Rebuttal /* (3000, 7, 2016/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm sorry, but what happened to the bed that was supposed to be delivered February 23rd?? It was my understanding that the completed bed was to be delivered on that date. That was after waiting 3 weeks for delivery. Now, the company is saying the bed has to be reordered and made again?? This makes no sense. It has been my understanding that the delivery needed to be rescheduled because of a driver issue not that the bed needed to be reordered. Something's just not right -- all smoke and mirrors from my point of view. Meanwhile, a 95 year old man sleeps on a cot in terrible pain. No, their response is not acceptable.

August 25, 2017   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].  ...

Ms. [redacted] purchased a Split King i10 360 Smart Bed and a Split King 360 FlexFit 2 on May 18, 2017.  The order total was $8998.  Of that amount, $3998 was financed through Synchrony Financial and the remaining $5000 put on a Visa card.   August 21, 2017 Ms. [redacted] called out Customer Service Center to set up a return on the mattress.  She was aware that the adjustable base was a final sale.  Our Customer Service Representative set up the return.  Ms. [redacted] is scheduled to have the mattress picked up on 9/5/17.  Once the product has been scanned and checked in, we will process the credit.  Our CSR advised of the refund.  Per policy, the financing is paid first when issuing a credit for a return.  Ms. [redacted]’s Synchrony account will be credited $3998 and her Visa card $1808.40.  A total of $5806.40 for the return of the mattress. The remaining $3191.60 is for the adjustable base and the home delivery fees.   We are crediting Ms. [redacted] back for the return of the mattress, however, the loan must be paid first.  We do not have a way to change how the funds go back.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2015/06/30) */
June 30, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We hope Mr. [redacted] will accept our apologies any confusion regarding his...

charges/credits. We provided Mr. [redacted] a summary of his account on June 18, 2015, that we assume, cleared up his questions.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No one has called and listened to me. I signed for 3885. I gave the print out. The store manager has the original. I was over charged $180. I want it refunded or I'm going to dispute all the charges.
Final Consumer Response /* (2000, 18, 2015/07/14) */
Thanks again for helping with this. I talked to them, and they have adjusted my account. She was very friendly and apologetic.
Final Business Response /* (4000, 16, 2015/07/14) */
July 14, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
We hope Mr. [redacted] will accept our sincerest apologies for the misunderstanding. I spoke to Mr. [redacted] this morning and we are now certain that all of his charges and credits are accurate.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 13, 2016/01/15) */
January 15, 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 any delays he experienced in reaching out...

to our company regarding his warranty. We understand that this was an inconvenience and appreciate his patience.
Mr. [redacted]'s complaint was discussed and resolved on January 2, 2016, with mutual satisfaction. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

October 21, 2017   Revdex.com of Minnesota & North Dakota             RE:  Mr. [redacted]   Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to follow-up regarding he complaint of our customer Mr. [redacted].   Our position remains the same.   The Terms and Conditions of Sale state, in part, that shipping and delivery fees are non-refundable and do not include any return shipping/delivery service which is available for an additional charge  and after receiving the product back in sanitary condition, the refund will be generated to the original form of payment within approximately 21 days.   We received Mr. [redacted]’s bed on 10/4/17 and we settled the credit back to his MasterCard on 10/17/2017.  It can take the receiving institution up to 5 business days to post the credit on their side.   We believe this matter is closed.   Best regards, Customer Advocacy Escalation Consultant

I am rejecting this response because: The company admits fault that they fell short of their customer service "promise" however they just closed the case with a simple apology. That does not cover the costs of having to purchase an air mattress to sleep on nor does it help with the back pain that my wife and I have been feeling since having to sleep on this air mattress since our bed was broken. How can such a crucial piece of these beds be on backorder yet when the replacement pump arrived, it was assembled in September 2016. The system used by Select Comfort to replace parts is insufficient and does a disservice to its customers.

I am not satisfied with this response because I continue to receive conflicting information from Sleep Number.1) The refund for the delivery has not been posted to my bank account as of 3/24/18.  This conflicts with the response that Sleep Number provided in their response to Revdex.com. 2) On 3/21/18,  a Sleep Number representative called to inform me that a claims adjuster would be coming in person to estimate the cost of the damage to our property the week of 3/26/18. 3) On 3/23/18, I received a settlement and release form from Sleep Number's Delivery service that requests my signature to indemnify them against further charges.  In return, they will send me a check for $615 (the amount of the estimate for the repairs from our contractor).  The check will take 4-6 weeks to send to me.   Waiting 4-6 weeks is not acceptable to us.   Our home has a gaping ceiling hole.  Sleep Number is asking us to wait for a check for up  to  6 weeks to cover the costs to fix the damage.   The original damage occurred on Feb. 19.   We would potentially not have the check until the middle of May, or 3 months since the original event. Our expectations are:1) Coordinated communication in written form between Sleep Number the corporation and Sleep Number's Delivery Service.  Is a claims adjuster still going to come to our home?   2) The refund credit to my bank account for the service delivery on 2/19/18 no later than 3/27/18.3. If we sign the settlement and release form, we request that the check be cut and sent with tracking service to ensure that it does not get lost in the mail within 2 weeks - by 4/10/18 - so that we can fix the damage in an expedient manner.  Thank you.[redacted]

February 7, 2018   Revdex.com of Minnesota & North Dakota   RE:        Ms. [redacted] Case #[redacted]     Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Ms....

[redacted].    Our corporate office has reached out to Ms. [redacted] to discuss her experience.  We sincerely apologized for the manner in which situation was handled and let her know that we are investigating the disconnect.    Ms. [redacted] accepted the apology presented and appreciated the ability to discuss her experience.   We are happy to have Ms. [redacted] as part of our Sleep Number family.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 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].
Our records indicate that Ms. [redacted] purchased a Sleep Number(r) Sleep Number(r)...

FlexTop King i10 Mattress, some bedding items and Home Delivery Service at one of our retail stores on November 20, 2015. She received a substantial discount using a Friends and Family coupon. Ms. [redacted] had received her mattress as of December 19, 2015.
Our Sales Professionals provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our products. It's a highly structured process. The Sales Professional who assisted Ms. [redacted] went over the terms and conditions of sale in detail and Ms. [redacted] signed her Customer Order. (copy available upon request)
On January 7, 2016, Ms. [redacted] did call customer service to inquire about returning her mattress and we offered to waive the Home Delivery set up fee if Ms. [redacted] purchased a FlexFitTM 3 Adjustable Base. We also provided comfort suggestions and emailed SleepIQ information
On January 20, 2016, Ms. [redacted] did call customer service to inquire about returning her mattress. Our customer service agent explained items purchased with a Friends and Family coupon were final sale items. A supervisor also explained her mattress was non-returnable.
On February 2, 2016 a message was left asking Ms. [redacted] to contact us regarding her Revdex.com complaint.
On February 4, 2016 a message was left asking Ms. [redacted] to contact us regarding her Revdex.com complaint.
On February 8, 2016 a message was left asking Ms. [redacted] to contact us regarding her Revdex.com complaint.

Ms. [redacted] has not returned any of our calls to her. If Ms. [redacted] has questions regarding comfort or her product, we encourage her to contact us at [redacted].
Best regards,
CS Correspondence Specialist

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 was delivered at no charge via Home Delivery on December 23, 2015. Mr. [redacted] ill receive a credit of $100 to his Visa as a token of our apologies. Again, we are sorry for the shipping delay.

Best regards, Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2016/01/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While the offer seems low considering the experience overall, I'm going to take what I can get. The product itself is good.