Sleep Number Corporation

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: Select Comfort has failed to respond to my complaint that their sales associate deliberately misrepresented the terms of the sales agreement as these terms related to my specific purchase. Because the sales associate deliberately misrepresented the terms, there was fraud in the inducement of the contract and my signed contract should be void. A recording of my telephone conversation with  Select Comfort, which they should be able to provide, will reveal that I mentioned the unethical behavior of their sales associate multiple times. I also explained this concern in my written complaint to the Revdex.com. I respectfully request that Select Comfort address the unethical behavior of their sales representative and void my sales agreement because the sales representative deliberately misrepresented the terms of the agreement. Select Comfort should provide me a refund of the base and the mattress since these were the terms represented by their sales associate. If Select Comfort fails to correct this matter, I respectfully request the Revdex.com investigate my claim of fraudulent sales practices at Sleep Number stores and reconsider the A+ rating awarded to Select Comfort. I suspect other consumers have fallen prey to similar unethical sales tactics. Thank you for taking the time to consider my request. I hope Select Comfort will take the time to respond to my specific claim that there was fraud in the inducement of my sales agreement and therefor this contract is void.

Initial Business Response /* (1000, 18, 2015/11/09) */
November 9, 2015
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]'s complaint was resolved with mutual...

satisfaction on October 12, 2015.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 20, 2015/11/11) */
Dear Mr. [redacted],
Select Comfort Corporation has contacted me directly. They responded promptly after receiving my letter and we have resolved the issue as of this date. Thank you for you assistance in this matter. Revdex.com Compliant Case# [redacted] can be closed.
Sincerely,
[redacted]

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) */

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: I never received any information from the bank other then a letter stating that they were looking into the matter I had contested. If there was an issue then I should have been contacted. I followed all the steps I was told to do and I was not contacted by the bank or by Select comfort about the refund issue. If this is something where they are turning me the customer over to collections then I should have been contacted. Contacting a third party and not the person you are turning over to collections and giving them an opportunity to work on fixing this mistake is unacceptable! I was NEVER given any opportunity to correct this and I had NO idea that there was even a problem! Turning me over to a collection agency without contacting me placed my credit and livelihood at risk.

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, 2016/01/25) */
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. & 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 trial return. We understand that this was a tremendous inconvenience and appreciate their patience. We approved a return for refund of Mr. & Mrs[redacted]'s bed. We authorized payment by check as a token of our apologies.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 10, 2016/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I see that in the response from Sleep Number they stated they have issued a refund. If that truly happened we should have either received a paper check, or seen a credit reversal on our card by now.
Also to further confirm how messed up their system is at Sleep Number, a delivery crew came out to pick up our bed. Problem is they already picked it up back in November! The delivery crew was completely embarrassed as they were the same two guys that picked it up then. Not only that but the poor guys got stuck in my driveway and have to call a tow truck.
I as a customer do not know what else to do. We have called multiple times, sent copies of our invoice, made time for their delivery people to pick up our return and when all that failed had to file this original complaint. Each time Sleep Number states that is now how they do things but from our experience that is all we see. Again please just reverse the charge on my credit card so that this will be fixed.
Final Business Response /* (4000, 17, 2016/02/16) */
February 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. & Mrs. [redacted] for the delays they experienced in reaching out to our company regarding their refund. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their refund. We understand that this was a tremendous inconvenience and appreciate their patience. We have issued a refund in the form of a check as a token of our apologies. They should expect the check to arrive via U.S. mail within the next 2 weeks.
Best regards,
CS Correspondence Specialist
Final Consumer Response /* (2000, 19, 2016/02/17) */

Initial Business Response /* (1000, 11, 2016/01/25) */
January 25, 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 any delays she experienced in reaching...

out to our company regarding her warranty concern. Ms. [redacted]'s legs and brackets were delivered via UPS on January 13, 2016 and our techs went back to install them on January 14, 2016. We understand that this was an inconvenience and appreciate her patience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 13, 2016/02/03) */

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) */

Initial Business Response /* (1000, 5, 2015/09/17) */
September 17, 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 sincere apologies for the delay in delivering...

his Sleep Number i8 FlexTop King Mattress and FlexTop King FlexFit Adjustable Base.
Mr. [redacted] complaint was discussed and resolved on September 11, 2015. We hope Mr. [redacted] is enjoying his new Sleep Number bed and bedding accessories.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

February 14, 2018   Revdex.com of Minnesota & North Dakota   RE:          Mrs. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customers,...

Mrs. [redacted].    Mrs. [redacted] purchased a Queen i8 Mattress with a Queen Modular Base and some accessory items on December 26, 2017.  The mattress and base were delivered via our Home Delivery Team on January 10, 2018 without being set up.  Our technician felt the bed frame did not have enough support in the middle and recommended legs.   The legs were ordered and delivered via UPS on January 15, 2018. Due to Winter Storm Inga, the soonest our technician could come out to install them was February 5, 2018.  This technician did not feel the bedframe posed a problem and told Mr. [redacted] that legs were not necessary. Mr. [redacted] called our Customer Service Center to set up a return on the legs.  Our representative discussed having proper support for the mattress and set up the return.   Since March 27, 2013 all our Core Model Mattresses and Bases come with a 25 Year Limited Warranty.  Mrs. [redacted]’s mattress and base are covered under the 25 Year Limited Warranty just as is every other customer.   We’re sorry for the conflicting information and are using Ms. [redacted]’s experience as a training opportunity.     Kind 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.

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.

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, 9, 2015/12/18) */
December 19, 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 delivery. We understand that this was a tremendous inconvenience and appreciate his patience. Mr. [redacted]'s bed is scheduled to be delivered tomorrow, December 19, 2015.
Best regards,
Legal Correspondence Analyst

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, 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.

Initial Business Response /* (1000, 8, 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. 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.
Our records indicate that Ms. [redacted] purchased a Sleep Number(r) I8 Queen (dual air chamber) Mattress and FlexFit 3 Adjustable Base, some bedding items, and Home Delivery Service at one of our retail stores on December 1, 2015. Ms. [redacted]' mattress and adjustable base were delivered and set up on December 10, 2015.
On December 14, 2015 Ms. [redacted] emailed customer service and we appeased a 9" adjustable base leg kit and Home Delivery installation at no charge. We also applied an appeasement back to Ms. [redacted]' Synchrony financing account.
On January 4, 2016 we ordered a retainer bar, at no charge, for Ms. [redacted]' adjustable base.
On January 4, 2016 we set up a trial return on Ms. [redacted]' mattress. She chose to pay for our Home Delivery service to remove and return her mattress. Ms. [redacted]' I8 Queen Mattress was picked up on January 20, 2016 and on January 22, 2016 we refunded Ms. [redacted]' Synchrony account and MasterCard.
The FlexFit 3 Adjustable Base was a final sale. We're sorry, we cannot accommodate Ms. [redacted]' request to return the adjustable base for a refund.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 10, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received the entire refund - they refunded Synchrony - Not the MasterCard. Additionally, they did not send me any refund receipt information so I can contact my bank in the case it does not show up in my account. Also, without the refund information I have no idea how much they have refunded me. And it appears as though whatever "appeasement" they applied to the Synchrony account - they took away as the balance was adjusted.
Please note they charged me for a "warranty" at least that is what I was told it was for. Reality they charge ~$200 for a plastic mattress cover that did not truly extend the warranty. They have no intention of refunding the money for that. Of course had this been in stock at the store and/or they had been honest I would have never paid that amount for a plastic mattress cover. The price is outrageous - you can buy them for $30-$80. The entire experience has not been good. When contacting their support I had to invest hours of time to get through - their Manager Tanisha was extremely rude and lied to me when I spoke with her. She told me if I so much as touched the mattress to remove it the "warranty" would be expired and they would not take it away. I found out later she could have walked me through removing the mattress myself and set it aside for pick up. Frankly I can go on and on about horrible the experience was - I believe all parties get the point.
At this point I am waiting for my full refund and a refund receipt from this company.

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!!!