Sleep Number Corporation

Initial Business Response /* (1000, 8, 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.
According to our records, on November 30, 2015 Mr. & Mrs. [redacted] placed an order at one of our stores for a Sleep Number(r) Queen Dual i10 Mattress and modular base, some bedding accessories, and UPS delivery.
On December 15, 2015 2 of 5 boxes for the Sleep Number(r) Queen Dual i10 Mattress and modular base were delivered to Mr. & Mrs. [redacted].
On December 15, 2015 an order for a no charge installation was set up to assemble Mr. & Mrs. [redacted]'s Sleep Number(r) bed set.
On December 16, 2015 another 2 of the 5 boxes were delivered to Mr. & Mrs. [redacted].
On December 23, 2015 an order was placed for the missing box and was delivered to Mr. & Mrs. [redacted] on January 13, 2016.
On January 13, 2016 we appeased a Blanket, InBalance, Mocha, for Mr. & Mrs. [redacted]. This was delivered to them on January 25, 2016.
On January 26, 2016 Mrs. [redacted] informed us they had already assembled their Sleep Number(r) Queen Dual i10 Mattress and modular base and our technicians were not needed.
Again we are so very sorry for the delays Mr. & Mrs. [redacted] endured. We hope the appeasement helps ease some of their frustration.
Best regards,

CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/01/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The only thing I do not agree with in the response is that we ordered the bed to be shipped UPS. We did not order it to be shipped UPS, we ordered it to be delivered by Sleep Number in Corpus Christi. But after talking with the Vice President of Sleep Number the last box was delivered & the technician came out that same day & put the bed together for us. It is sad that we had to go over heads to get the bed delivered. I'm not real sure I would suggest Sleep Number to anyone because of the length of time it took & the measures we had to take to get our bed delivered & set up.

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, 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.

Initial Business Response /* (1000, 5, 2015/11/04) */
November 4, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We have credited Mr. [redacted]'s credit card for $166.36. We sincerely apologize for...

the delay in processing his refund.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 9, 2015/11/04) */

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, 5, 2016/02/05) */
February 5, 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 has experienced in reaching...

out to our company regarding her warranty 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. We have replaced all component parts of Ms. [redacted]'s Sleep Number(r) Set, C. King, P2, Wood, PT, Wired under her warranty. This included all mattress parts including the air pump and modular base. She can expect shipment of her replacement parts via UPS.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 7, 2016/02/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Select Comfort has agreed to replace the bed as requested. I am waiting for the shipment to be received.

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]

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: Even after the 2 troubleshooting efforts the bed has failed to consistently work and requires constant troubleshooting and maintenance in spite of the 2 phone calls made. You don't continue you to call when the bed breaks when they continue to just do the same thing over and over again. I believe that is called insanity continuing to do the same thing over and over again and expecting different results. We took the foam out of the mattress topper as suggested and the interior of the cover is rough and abrasive and is just as uncomfortable as it is with the foam topper. Even with the new dual temp devices the dual temp layer does not perform as well as they advertise. Why would I want a replacement bed from a company that refused to help after the first 2 troubleshooting attempts. No other help was offered to a disabled veteran who has difficulty with attempting to just take the bed apart let alone put it back together due to my chronic pain and mobility issues. I was told by their representative that I spoke with last that they would schedule a pickup as I was exhausted in my dealings with Sleep Number and have received no response back as to when they would come to take the bed away. No customer wants to continue to have dealings with a company that won't send help when their product is defective. No one should have to pay to return a defective product especially when one is required to do the troubleshooting at their own expense and not at the expense of the company to whom the product is produced by. Even with the replacement product the dual temp layer fails to perform. The bed fails to perform even with continued troubleshooting. It wasn't until after I had continued to make constant complaints about the effectiveness of the bed and its functionality problems and the lack of function on the part of the dual layer was I even given the time of day, it took a multitude of phone calls and a great deal of expressing dissatisfaction before my pleas were even heard. I had to continue to call a store manager just to get the corporate to call me back and offer the reduced return price. I feel I have been taken advantage of, sold a product that doesn't live up to the advertising and now have to keep the product because it was sold at a discount. This has been nothing but a headache and no one in their right mind would continue to have dealings with a company that treats them this poorly or that sells products under the guise of misleading advertisement. You shouldn't be allowed to sell a sleep product under the guise of the best sleep of your life it doesn't give the customer the best sleep of their life. This is called false advertisement and is inappropriate. The short of it is the products still don't consistently work without troubleshooting and I the consumer am required to continue to do the troubleshooting just to be able to use the products. Having been treated poorly by the company I would not care to continue to have a product produced by them in my home and have to continue to use their service whenever it breaks down. Even though they are taking half of the price off to return the bed they are still taking my money to cart of a non working product. If they had offered some sort of tech service to troubleshoot the bed and then replace it without having to deal with so many phone calls and bed tear downs I would have kept the bed, but they offered no such help at any point. When you're in as much pain as I am at the end of the day and you just want to go to bed to escape it all, you don't want to have to fight with your bed to get it to do its job just to go to sleep. Most companies when their is a problem with their product they bend over backwards to make you happy and help and fix the problem. Sleep number replaced a faulty product with another and provided no support other than long distance tech support to a customer who couldn't perform the troubleshooting without calling for help and when I was alone I couldn't take care of it myself. I reaffirm that a customer should not have to pay to return a defective productive once the company has proven itself incapable of effective and satisfying customer service regardless of their self serving policies, and a half off the return price is a gracious offer as well as a slap in the face.

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.

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

September 5, 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] is working with one of our Case Managers and the complaint will be resolved with mutual satisfaction.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2016/02/10) */
February 3, 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 Mr. & Mrs. [redacted] for the delays they have experienced in...

reaching out to our company regarding their bedding item order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their order. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted] were able to pick up 2 Mattress Pads, Total Protection, Twin XL for their Sleep Number(r) Split King i10 bed at one of our retail stores. We have refunded their Synchrony Financial account and sent 1 set of Sheets [redacted] via UPS as a token of our apologies.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/02/10) */

October 11, 2016   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 two sets of Khaki FlexTop California King Comfort Dry Sheets on October 3, 2016 and they were delivered on October 6, 2016.  Mr. [redacted] chatted in to our Live Chat Team shortly after 7:00 PM CST the very same day to advise that one of the pillowcases had a hole in it.   Our chat representative explained this was a final sale item due to it being on closeout and advised there was nothing he could do.  We sincerely apologize for the experience.  This was obviously a manufacturing defect and should have been replaced or refunded—no questions asked.  Once I received the complaint I set up an order to replace the entire set.  The sheet set has shipped and, per UPS, is scheduled to be delivered October 12, 2016 by the end of the day.   We appreciate Mr. [redacted] for bringing his experience to our attention.  We will be using his feedback as a training opportunity to prevent other customers from having similar experiences.  We thank Mr. [redacted] for his business and are happy to have him as a member of the Sleep Number family.       Best regards,   Lisa Marie [redacted] Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2015/10/26) */
October 26, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
Ms. [redacted]'s complaint was resolved on October 17, 2015. A return for refund has...

been set up for the return of Ms. [redacted]'s p5 Full Mattress and is scheduled for pick up on November 3, 2015.
We apologize to Ms. [redacted] for any inconvenience and wish her well. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 12, 2015/11/30) */
Select Comfort finally picked up the mattress and base on November 3,2015, after several weeks of waiting due to a "new computer system." However, I was only refunded for the mattress, not the base. After several phone calls, they said their new computer system showed a return of only the mattress. Two phone calls later to Customer Service, they stated they owed me $242.42 for the base. Today, I just spoke with Customer Service who said management would contact me in a few days regarding my request. This is my 4th call to Customer Service. They always promise a call back or refund, but it never happens. I signed for the pickup and can provide a photo of the two pieces sitting in my living room for pickup, if necessary.

Final Consumer Response /* (2000, 9, 2016/02/01) */
I would like to provide an update concerning this issue. On 1/29/2016 the bed arrived via Home Delivery and was set up and is operational. The Home Delivery employees advised that the delay of our product was apparently the result of the product...

being placed in a shipping trailer that was unable to be located until this week. The company further reimbursed our account $379.00 as a customer appeasement. We are satisfied with the resolution and appreciate anything that your agency has done to assist in resolve of this complaint.

Initial Business Response /* (1000, 8, 2016/01/28) */
January 27, 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 Dr. [redacted] & Ms. [redacted] for the delays they experienced in...

reaching out to our company regarding their bedding order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed Dr. [redacted] & Ms. [redacted]'s order. We understand that this was a tremendous inconvenience and appreciate their patience. We have appeased $[redacted] toward the cost of the Duvet Set, Smart Classics Print, Merlot, King as well as appeased Adjustable Base, Bed Strap, Plastic and Home Delivery installation as a token of our apologies.

Best regards,
CS Correspondence Specialist

August 18, 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 position remains the same.  In our August 9, 2016 response to complaint [redacted] we requested Mr. [redacted] resubmit his pictures to us so we can get a visual on what is occurring to aid in assisting him. He has not done so.   We appreciate that Mr. [redacted] attached the pictures to his rebuttal, but we are unable to download or view the attachment. It opens a Yahoo sign-in page.   Additionally, we sent Mr. [redacted] an email asking him to resubmit the photos and also explained that we’re more than willing to help once we receive and have looked them over.   He has not sent them in as of yet.   Again, once we receive the pictures we are confident we will be able to resolve his issue.      Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2016/01/25) */
January 25, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for any delays he experienced in reaching out...

to our company regarding his recent order. We understand that this was an inconvenience and appreciate his patience. Mr. [redacted] elected to cancel his order so his Visa was credited on December 13, 2015. We regret the experience Mr. [redacted] had due to our computer conversion.
Best regards,
CS Correspondence Specialist

I am rejecting this response because: There are several reasons why I reject this.  First, the salesperson NEVER went over the contract and even specified to us several times that we ONLY had to pay the $170 fee for having all of the equipment including the adjustable part removed from the house. (Brett [redacted]). He lied to us. Secondly, after complaining about the bed to customer service on 12/30 I never asked for the bed to be returned when I was told that part wasn't going to be refunded.(I can't afford 2 beds!) The companies representative called ME to tell me that both parts the bed, and the adjustable part were being returned. This was on 1/25/16 at 2:46 p.m. I told that person that I didn't think they could, and she said "Yes, that's not normally done, but it says right here that both parts are being picked up." I then called back numerous times and spoke with numerous customer service people to confirm this, and ALL of them confirmed that in their notes, as well as them getting confirmation from their supervisor - because I had them double check - I was to have both parts picked up.  On 2/15 Angela confirmed with me that it was in the notes that the adjustable piece was to be picked up, and then again Kevin on 2/18 confirmed that it was in the notes that the adjustable piece was to be picked up and it was clear that I had been told that numerous times.  Therefore, their contract is null and void.  They need to pick up their equipment and refund me the money.I'd like to add that the adjustable piece didn't work on our bed - the tubing didn't allow for it to go all the way down, which is why I think it got approved.  Either way..once you tell a customer over and over again that it was getting returned, that needs to be honored.  It's in the notes.They need to go back to the department that handles pick ups and deliveries, and refer to all the notes I'm talking about.  They are there!!!