Sleep Number Corporation

Initial Business Response /* (1000, 5, 2015/09/24) */
September 24, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
We hope Mr. & Mrs. [redacted] will accept our sincere apologies for the confusion...

regarding the date of their delivery and we regret that Mrs. [redacted] felt that her complaint was not handled appropriately by the scheduler.
We hope that Mr. & Mrs. [redacted] are enjoying their Sleep Number p5 Queen Mattress.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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

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

Revdex.com of Minnesota & North Dakota RE:  Mr. [redacted] Case # [redacted] Dear Revdex.com: Our records indicate that Mr.  [redacted] purchased a 5000 Queen Mattress and Modular Base on January 5, 2005.  Mr. [redacted] paid $1797.58 for his Sleep Number...

Bed using a MasterCard and the bed was delivered via UPS.   Mr. [redacted] called our Customer Service Center after purchasing two new Sleep Number Beds.  When disassembling the old bed, he discovered mold on the chamber and topper pad on one side of the bed.  Our CSR explained we would replace any parts affected.  Mr. [redacted] said he threw the mattress out of his upstairs window.  Our CSR again explained we would replace any parts affected and Mr. [redacted] said we should replace the whole mattress.  Mr. [redacted] said he was going to channel 9 news once he got off the phone and ended the call.   The possibility of the formation of mold within bedding products is not unique to Select Comfort products.  Though we believe it is rare, both within our products and in other products, it is an unfortunate fact that under the right conditions, mold may form within a wide variety of household goods, including upholstered furniture and various mattress products.  Common mold or mildew is occasionally present within mattress products due to a phenomenon known as “transpiration.”  Transpiration refers to the release of moisture through the pores of the human body in the form of gas or vapor during sleep.  This moisture may pass through the mattress cover and become trapped within the mattress.  Again, the possibility of mold formation is not unique to our product, and the formation of mold in our product is only a possibility, it is not inevitable.  This is not a defect nor does it warrant a recall.   For customers like Mr. [redacted], who have contacted us regarding this issue, we generally provide replacement components at no cost.  Mr. [redacted] chose to dispose of his mattress rather than have the parts replaced and is requesting a $2800 refund.  Mr. [redacted] only paid $1797.58 for both his p5 Mattress and the Modular Base.  The requested amount seems excessive.   We cannot honor Mr. [redacted]’s request for $2800, but in the spirit of good customer service, we have credited back 10% of the cost of Mr. [redacted]’s newly purchased Queen C2 Mattress.   .     Best regards,Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 10, 2016/02/24) */
February 24, 2016
Revdex.com of Minnesota & North Dakota
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to outline our perspective regarding the complaint of our customer, Mr.[redacted].
Our...

records indicate that Mr. [redacted] purchased a Sleep Number(r) p5 Queen Mattress and Base set at one of our retail stores on June 17, 2013.
The terms of the Limited Warranty agreement are provided to customers at the point of sale. Under that agreement, we cover 100% of the cost of warranty replacement parts for the first two years. After the first two years, we cover a pro-rated share of the cost. Because Mr. [redacted] is in his third year of ownership, we would cover 72% of the cost to replace his mattress cover, sidewalls, and topper pad. The replacement cost would be $291.83 plus tax & shipping.
All calls in and out of our call center are recorded. I reviewed the call Mrs. [redacted] made to our call center on February 23, 2016. Our Customer Service Representative walked Mrs. [redacted] through the troubleshooting steps necessary to diagnose the issue and then provided her with the replacement cost under her Limited Warranty. Mrs. [redacted] wanted a better deal. The representative explained very clearly the terms of the Limited Warranty. The representative went to her supervisor and was able to offer a one-time only 50% reduction in replacement costs. Mrs. [redacted] started using profanity and asked to speak to the supervisor. The supervisor upheld the original offered quoted. Mrs. [redacted] then asked to return the bed and was told she was outside of the 100 Night In Home Trial Period. The call was ended.
Later that day, Mr. [redacted] called the Customer Service Center and questioned the Limited Warranty stating we are not standing behind our product. The representative explained we are covering under his Limited Warranty and, additionally, offering a one-time only 50% reduction in his replacement cost. Mr. [redacted] escalated to a supervisor and reiterated the same concerns. When told we would honor the one-time replacement reduction, he started using profanity and stated he wanted to return the bed. When Mr. [redacted] was reminded he was outside of his In-Home Trial Period, he began cursing and the supervisor disconnected the call.
In the spirt of good customer service, should Mr. and Mrs. [redacted] wish to replace the parts to resolve their current issue, we will honor the one-time only 50% reduction in their prorated replacement cost until March 18, 2016--30 days from today. The replacement cost would be $145.92 plus tax and shipping. There is no unauthorized order out there.
Best regards,
CS Correspondence Manager

Initial Business Response /* (1000, 8, 2016/01/12) */
January 12, 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 company-wide computer systems conversion, which affected his order and delivery. . Mr. [redacted]'s bed was delivered on December 22, 2015.
We have credited Mr. [redacted]'s MasterCard for $214 ($200 + tax) as a token of our apologies. Again, we are so sorry for the delays and we hope that Mr. [redacted] is doing well.

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.)
As of 1/12/2016, 7:26 PM EST,my account has NOT been credited with $214, as Select Comfort's "Legal Correspondence Analyst" claimed.
Final Consumer Response /* (2000, 13, 2016/01/20) */
Select Comfort initiated a credit to my MasterCard on 1/16/2016; the transaction is still pending. PLEASE NOTE THAT DATE IS FOUR DAYS AFTER THEY CLAIMED THAT THEY HAD _ALREADY_ CREDITED MY CARD. IF the transaction completes successfully, I will be marginally satisfied, but will never, ever do business with Select Comfort again, and I will advise anyone else to avoid them like the plague. I understand that they claim to have computer problems, but what angered me was not merely the lack of action, but the constant LIES. Reviewing customer review web sites, I see that the company's lies were a major factor in the dissatisfaction of virtually all other complainants.

April 4, 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].  ...

  Since submitting her complaint, Ms. [redacted] worked with one of our Customer Advocacy Managers and Synchrony Financial and the matter has been resolved.  There is no overdraft, it was a pending authorization due to a revision to the order taking off the Home Delivery fee.  This is a system issue with Synchrony and it has been resolved.  Our Case Manager verified all is well with Ms. [redacted]’s account and updated our customer with that information.    We apologize for the inconvenience and frustration the pending authorization caused and appreciate her patience while we investigated the issue on her behalf.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 21, 2015/12/07) */
December 7, 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 experienced in reaching...

out to our customer service and for the delay in the pick-up of her bed.
Ms. [redacted]'s bed was picked up and she has received all refunds due as of November 28, 2015. We truly appreciate her patience and wish her well.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 23, 2015/12/07) */

Initial Business Response /* (1000, 7, 2015/10/08) */
October 8, 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 FlexTop King...

Mattress, a King FlexFitTM 1 Adjustable Base, a Total Protection Mattress Pad, a Smart Classic Sheets set, two Down-Alternative Pillows and Home Delivery Service at one of our retail stores on April 1, 2015. Mr. & Mrs. [redacted]'s mattress and adjustable base were delivered on April 13, 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. 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 "Terms and Conditions of Sale" states,
"100-Night In-Home Trial Policy: Unless your purchase is otherwise excluded as specified herein, the 100-Night In-Home Trial period begins the day your new Sleep Number(r) bed arrives at the "ship to" address listed above. If, after sleeping on your new bed for a full 30 nights, you are not completely satisfied, contact us within 100 days of delivery to arrange for its return. Exclusions: The 100-Night In-Home Trial Policy does not apply to the purchase of demo, display, refurbished or Factory Outlet warehouse closeout mattresses, bases or sets. The 100-Night In-Home Trial Policy does not apply to the purchase of Sleep Number(r) bedding collections or to any mattresses, bases or sets received in exchange under an original 100-Night In-Home Trial purchase.
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."
The Sales Professional who assisted Mr. & Mrs. [redacted] contends that he went over the terms and conditions of sale in detail and Mr. [redacted] signed their Customer Order (copy available upon request) acknowledging that the terms and conditions of the sale were understood.
All of our customer service calls are recorded.
On May 26, 2015, Mrs. [redacted] called customer service to report that she and Mr. [redacted] were not comfortable. Mrs. [redacted] stated, "I know we're gonna to have to keep the frame, I know that it's in the contract; you don't take adjustable frames back." The Customer Service Representative (CSR) did confirm that their adjustable base was a no-return, final sale purchase. The CSR reminded Mrs. [redacted] that their 100-Night In-Home Trial would expire on July 22, 2015, so they had time to try a comfort kit, which was shipped to them at no charge.
On June 15, 2015, Mrs. [redacted] called requesting to exchange their i8 FlexTop King Mattress to an m7 King Mattress and she stated, "We don't want the split top thing. I know we gotta keep that frame - we want a solid mattress." The CSR initially quoted an additional cost of $300, so Mrs. [redacted] said she would talk to her husband and call back. Mrs. [redacted] called back 25 minutes later and an exchange was set up at no additional cost (free Home Delivery Service) and in fact, she was given a refund credit of $100 plus tax = $107.00 for the difference in the price of the two mattresses.
On July 1, 2015, our Home Delivery team disassembled Mr. & Mrs. [redacted]'s original i8 FlexTop King Mattress and installed their new m7 King Mattress. A check for $107.00 was mailed to them.
On September 28, 2015, Mrs. [redacted] called customer service requesting to return their mattress and adjustable base. Mrs. [redacted] stated, "I know we got to keep the frame, but this is a cheap air mattress I could've got at Walmart." Mrs. [redacted] spoke with a supervisor who reminded her that their 100-Night In-Home Trial had expired on July 22nd and Mrs. [redacted] disconnected the call.
Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 Adjustable Bases and Mr. & Mrs. [redacted]'s 100-Night In-Home Trial has expired on their mattress.
We're sorry, we cannot accommodate Mr. & Mrs. [redacted]'s request to return their i8 FlexTop King Mattress and King FlexFitTM 1 Adjustable Base for a refund. We are here to assist Mr. & Mrs. [redacted] with finding their optimal comfort and encourage them to contact us with their concerns.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 14, 2015/12/15) */
[redacted] See Attached [redacted]
Final Business Response /* (1000, 18, 2015/12/30) */
December 30, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
To reiterate, Mr. [redacted] purchased a Sleep Number(r) i8 FlexTop King Mattress, a King FlexFitTM 1 Adjustable Base, a Total Protection Mattress Pad, a Smart Classic Sheets set, two Down-Alternative Pillows and Home Delivery Service at one of our retail stores on April 1, 2015. Mr. & Mrs. [redacted]'s mattress and adjustable base were delivered on April 13, 2015.
On July 1, 2015, our Home Delivery team disassembled Mr. & Mrs. [redacted]'s original i8 FlexTop King Mattress and installed their new m7 King Mattress. A check for $107.00 was mailed to them for the difference in price of the two mattresses.
On September 28, 2015, Mrs. [redacted] called customer service requesting to return their mattress and adjustable base. Mrs. [redacted] stated, "I know we got to keep the frame, but this is a cheap air mattress I could've got at Walmart." Mrs. [redacted] spoke with a supervisor who reminded her that their 100-Night In-Home Trial had expired on July 22nd and Mrs. [redacted] disconnected the call.
We're sorry, but Mr. & Mrs. [redacted] were fully aware of the no-return policy on their adjustable base. Not only were they outside of their 100-Night In-Home trial period, but an exchanged mattress is not returnable under the terms and conditions of sale. We cannot accommodate Mr. & Mrs. [redacted]'s request to return their i8 FlexTop King Mattress and King FlexFitTM 1 Adjustable Base for a refund.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 6, 2015/10/26) */
October 26, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
Our records indicate that Mr. & Mrs. [redacted] purchased a Sleep Number(r) iLE Split...

King Mattress, a Split King FlexFitTM 2 Adjustable Base, two Total Protection Mattress Pads, a Wedge Pillow and Home Delivery Service at one of our retail stores on November 29, 2014. Mr. & Mrs. [redacted]'s mattress and adjustable base were delivered on December 13, 2014.
Our Sales Professionals provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our products. It's a highly structured process. Our Exchange and Return Policy and 25-Year Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register and all sales literature related to our FlexFit product reflects its no-return policy. All policies, the terms and conditions of sale and the limited warranty are available to anyone interested and we invite all prospective customers to read them, ask questions and understand them before making a purchase.
The Sales Professional who assisted Mr. & Mrs. [redacted] went over the terms and conditions of sale and Mr. [redacted] signed their Customer Order (copy available upon request), 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."
We did ship Mr. & Mrs. [redacted] four new components and sent our assembly technicians back to install them, as a courtesy to help them get comfortable. Please note that the listed parts in the complaint include all of the components to the original mattress too.
Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 Adjustable Bases. We're sorry, we cannot accommodate Mr. & Mrs. [redacted]'s request for authorization to return their FlexFitTM 2 Adjustable Base. If Mr. & Mrs. [redacted] contact us at [redacted] within the next four business days, before Friday, October 30, 2015, we will take a return for refund on their mattress only. Please assume a longer than normal wait time, as we just went through a computer conversion. The return shipping options are:
You can return it using a carrier of your choice and you are responsible for any shipping charges.
Or, we can set up pre-paid shipping labels that will be deducted from your refund (for a fee of $29.99 per box). These labels will include insurance and all the necessary information to ensure timely processing of your refund (Return Merchandise Authorization number, your address, our address, etc.).
Or, you can choose our Home Delivery Return Service. Technicians come to your home, disassemble, package and ship the bed back to us. The cost for this service is $179.99 and is deducted from your refund.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 8, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is unacceptable! I could completely understand if it was simply a comfort issue, but it is not. This bed is a lemon it has several defects (side rails, leaks, gaps, one side lifts the other sags) and we have tried to work with the company to make it right from the beginning of time several times over. They have failed us horribly. I don't feel that we should have to eat the $3,000 frame for a bed that is a lemon! Another point of them being is sI get this message on Wednesday morning 10/28 from them and they are telling me I have until before Friday 10/30 which is only 2 days to respond I believe that is completely unreasonable when they had two weeks to reply! It would be like buying a car with a bad motor having the motor repaired several times then when that failed to fix the problem, the company saying well we will buy the motor back, but you have to keep the car! It makes no sense! We have spent enough time trying to work out or and I think we have been more than reasonable this far!

September 8, 2016     Revdex.com of Minnesota & North Dakota   RE:       Mr. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted]. Our...

records indicate Mr. [redacted] purchased a full sized C4 Mattress and FlexFit1 Adjustable Base and a Total Protection Mattress Pad on August 26, 2016.  The mattress and base were scheduled to be delivered to his mother on September 7, 2016, the day she was moving into assisted living, with a 10:30-2:30 time frame. The day of delivery it was discovered that the ship to address reverted back to the billing address and  we were told it was too far off the scheduled route to make the delivery.  Mr. [redacted] contacted our Customer Service department and we, in turn, reached out to our Home Delivery Team and our Routing Department to see what we could to ensure delivery today as promised.   We were able to arrange delivering to the correct address with a 5:30-9:30 time frame and the delivery was completed before 6:30 PM.   One of our Customer Advocacy Mangers called out to check on the delivery and awaits a return phone call.  At this time we believe this matter to be resolved. Please contact me directly if you have any questions.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2016/02/03) */
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...

regarding their recent order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their order and delivery. We understand that this was a tremendous inconvenience and appreciate their patience. According to our records Mr. & Mrs. [redacted] have received all of the items ordered. We have adjusted the billing cost and reimbursed the cost of Pillowcase, Inbalance, Kg, Sand, Set of 2 and Mattress Pad, Total Protection, FlexTop King. We thank Mr. & Mrs. [redacted] for their business and understanding.
Best regards,
CS Correspondence Specialist

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 King p5 Mattress with SleepIQ and Modular Base with legs on August 16, 2016.  The bed was delivered August 23, 2016.   September 20, 2016 Ms. [redacted] called our Customer Service Center and stated she wanted to return her SleepIQ and had issues with the cover to her mattress and her remote.  Our Customer Service Representative set up the return for the SleepIQ and explained how to go about returning the SleepIQ processor.  Generic address labels were sent to Ms. [redacted] with our address on them.  They were to be used at her shipper of choice for the return.  The cover and remote were replaced and shipped to her via UPS.  The return of the processor was actually cancelled on December 8, 2016 because we had no record that we received the part back and assumed Ms. [redacted] changed her mind about wanting to return.    Ms. [redacted] next contacted our Customer Service Center on August 21, 2017 and stated she had not received the credit for the return of the SleepIQ processor.  She was advised to provide the tracking information for the return and once we received that information we would process the credit. Without proof of the return, we are unable to credit back the funds.  We have not received that information as of yet.   Best regards, Customer Advocacy Escalation Consultant

I am rejecting this response because:for the same reason mentioned before.  It should not be the customer's responsibility to find out what the problem is.  A company should be willing to stand behind its product and if there is a problem be willing to send someone out to find out what the issue is.

April 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]. ...

  Ms. [redacted] purchased a California King p5 Mattress, a California King Upholstered Bed and some pillows on February 17, 2018.  Due to the Upholstered products being custom orders, the lead time for delivery can be 6 – 8 weeks.  Ms. [redacted] wanted to return her pillows as they were not what she was expecting.  Our accessory items are non-returnable but we do offer a one time exchange within 30 days.  We processed an exchange on the pillows.   There were some delivery issues due to requests to change the delivery date.  Due to our higher than normal sales volume, the original delivery date may fill up when searching for a different date.  When Ms. [redacted] had to reschedule from March 27, 2018, the next available date was April 19, 2018.  Ms. [redacted] worked with one of our Customer Advocacy Managers and was delivered on April 5, 2018, but there was damage to the Upholstered Bed. Our technician called to notify us of the damage and one of our Customer Advocacy Managers is now working the case.  She spoke with Mr. [redacted] and advised she will do all she can to expedite the delivery.  Mr. [redacted] was pleased with her efforts.    We apologize for the inconvenience and frustration Ms. [redacted] has experienced.  Sleep Number strives for world class customer service and we fell short of that goal.  Her feedback is appreciated and will be used as a coaching opportunity to better our interactions with our customers.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2015/12/14) */
December 14, 2015
Select Comfort Customer # [redacted]
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].
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 c2 Queen Mattress and Modular Base is scheduled to be delivered on December 24, 2015. We understand that this has been an inconvenience and truly appreciate his patience.
A Queen Lyocell Sheets set (stone color) will be shipped to Mr. [redacted] within the next within 4 weeks, as a token of our apologies.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Shipping contacted me today (12/22/2015) from [redacted] to advise that my bed would NOT be delivered 12/24 as earlier promised for the 2nd time due to "missing parts still not received by factory in South Carolina. The shipping representative did not have additional information regarding what part(s) are missing nor where the part(s) are coming from... She apologized and said all she could do is schedule another ship date of 01/15/2015; however, she could not guarantee the parts would be received nor the bed delivered in January. Please contact seller to see if someone at the factory can contact me with information regarding the missing part(s), where the part(s) are coming from and IF I will EVER receive a bed or if I need to cancel order, ask for refund. They took my money 10/26/2015, I have a house full of holiday travelers and had to go to WALMART and spend $75 on an inflatable bed. This continued drama full of empty promises is NOT how I expected to spend my holiday time. [redacted]
Complaint Response Date bumped because: Holiday
Final Business Response /* (1000, 20, 2016/01/26) */
January 26, 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]. Mr. [redacted] elected to cancel his order. As of January 19, 2016, Mr. [redacted] has received a full refund. We hope the Queen Lyocell Sheets set delivered to Mr. [redacted] on December 21, 2015, will help ease some of his frustration. We regret that we have lost Mr. [redacted]'s business due to our computer conversion.
Best regards,
Legal Correspondence Analyst
Final Consumer Response /* (2000, 22, 2016/02/05) */

November 29, 2016   Revdex.com of Minnesota & North Dakota   RE:  Mr. [redacted]   Case #  [redacted]   Dear Revdex.com:   Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].   Our records indicate...

that on December 8, 2012 Mr. [redacted] purchased a p5 Queen Mattress and Modular Base and a Standard Down Alternative Medium Firm Pillow to be delivered via UPS.    Mr. [redacted] called our Customer Service Center (CSC) on December 14, 2012 and advised he received a dual chamber mattress and that he wanted a single chamber.  Our Customer Service Representative (CSR) replaced the air chamber and the pump system.   December 30, 2013 Mr. [redacted] went to the store to exchange his pillow opting for a Firm-Extra Firm vs. the Medium Firm he originally purchased.  The Firm-Extra Firm pillow was received in store.  On January 8, 2013 Mr. [redacted] called in to return the new pillow.  Due to confusion over the no return policy on our Bedding Collection items, we agreed to take a return.   On September 28, 2016 Mr. [redacted] called our CSC and stated that one side of the bed was higher than the other.  Our CSR verified that there was no air loss and advised that Mr. [redacted] look inside the mattress and check for compression of the topper pad and call us back once he’s done so.  Mr. [redacted] agreed to do that and call us back.   Mr. [redacted] emailed us on September 30, 2016 and stated one side of the mattress was higher than the other.  Our CSR responded to the email sending troubleshooting instructions to help us figure out if it was the topper pad or the mattress cover and advised to call back with the results so we could order anything that needed to be replaced.   On October 6, 2016 Mr. [redacted] called our CSC and said he had done the required troubleshooting and based on the results our CSR replaced the topper pad under Mr. [redacted]’s 20 Year Limited Warranty and shipped the part to him UPS.  The topper was delivered on October 11, 2016.   October 17, 2016 Mr. [redacted] emailed in requesting a callback.  The call out was placed on October 18, 2016 and a voicemail was left to return our call.  On October 27, 2016 we called again and left another voicemail.  October 30, 2016 our CSR called out to Mr. [redacted] and advised we sent him a new air chamber.    Mr. [redacted] called our CSC and spoke with a Customer Service Manager on November 28th, 2016 stating he was still having comfort issues even with the new foam and air chamber.  Our CSM believed it was the mattress cover that was causing the issue and made an exception to replace one time only at no cost due to the frustration Mr. [redacted] endured trying to resolve his issue.  The mattress cover will be shipping to Mr. [redacted] and our CSM has an open ticket for Mr. [redacted] and will reach out to him to make sure everything is as it should be shortly after the part has been received.  We are confident that this issue will be resolved once the cover has been installed.       Best regards, Customer Advocacy Escalation Consultant

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, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she experienced in reaching...

out to our company regarding her delivery. Ms. [redacted]'s bed was delivered on December 19, 2015 and we will apply two appeasements to her Visa within the next 3-5 business days.
Best regards,

Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2016/01/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They gave me $15.00 on 1-19-16 and $185.00 on 1-20-16 which is the amount they promised me back in December on day one of this fiasco. They implemented a new computer program a couple of months before my order for scheduling their installation crew. They knew for months that what they were scheduling the installers could not see. They were making guarantees when they had no idea that the installers could see what they were scheduling. They were totally responsible for the scheduling. I met what they said they would do, they did not.

Initial Business Response /* (1000, 5, 2016/02/03) */
February 3, 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 in...

reaching out to our company regarding their remote control exchange order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their exchange order. We understand that this was a tremendous inconvenience and appreciate their patience. The correct remote for Mr. & Mrs. [redacted] has been ordered and they should receive it within the next 5 to 7 business days via UPS. Mr. & Mrs. [redacted] will receive a check for the cost difference within the next 2 weeks. Again we would like to apologize for the delays in processing Mr. & Mrs. [redacted]'s exchange order.
Best regards,

CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you, Revdex.com, for your effort in resolving this unfortunate situation.
Thank you, Select Comfort, for responding positively to the Revdex.com inquiry.
When I have the new correct remote and refund check delivered from Select Comfort, then I will be able to check the "Yes" circle to accept the response from the business. Until such time ,I have checked the "No" circle for the following three reasons.
1. The initial phone rep in November, 2015, took well over fifteen minutes to work with me in completing my bed remote replacement request. She then sent the wrong priced remote.
2. After the 1st wrong remote arrived, I called Select Comfort again. The 2nd phone rep seemed to know what he was doing and ordered the correct remote at the correct price He also sent a shipping label for me to return the wrong remote, which I did. The new correct remote and refund check did not arrive.
3. Our last contact with the company in January, 2016, was a computer chat that my wife did because the company no longer answered their phone. Why was my wife able to begin a computer chat in less than 2 minutes when I waited 39 minutes the previous morning on the phone without being answered? Why this great discrepancy in workforce allocation when the company is also in computer disarray? What kind of management is presently in place for this well known and in the past respected company? Josh, the computer chat person, indicated to my wife that the correct remote did not have to be ordered as the company indicated to you. It was sitting in the warehouse but not being sent to me. He did not know why it had not been shipped nor could he find out for me or expedite the shipment. Once again, we were told just to wait. That is why we wrote to you. Again, Thank you for your help. Hopefully your intervention will succeed. I will keep you posted if and when the correct remote and refund check arrive and then I will be able to check the "yes, I accept the response from the business" circle.
Sincerely,
[redacted]
West Allis, WI 53219
(414) [redacted]

April 19, 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 a Queen Pearl Dual Mattress from QVC in 2011.  At that time we offered a 20 Year Limited Warranty.  Under that agreement, we cover 100% of the cost of warranty replacement parts for the first two years.  After the first two years, we cover a pro-rated share of the cost.  We’re terribly sorry Mr. [redacted] is experiencing a dip in the center of his mattress.  Our recommendation would be that Mr. [redacted] check the foam topper pad on the inside of the mattress.  There could be compression of the foam which is something that would be covered under the terms of his 20 Year Limited Warranty.   The option to exchange from a dual chamber system to a single chamber system is definitely something that can be done.  The cost of a single queen air chamber is $288 plus tax and shipping.  We do believe this will aid with the center issue, however, the ability to adjust each side of the mattress independently is lost.  The single chamber would carry a Two Year Warranty against manufacturing defects.  We ask Mr. [redacted] to contact our Customer Service Department at ###-###-#### to discuss both options.  In the spirit of good customer service, his file will be noted that we will honor 10% off the purchase price of the single chamber should he choose to purchase by May 19, 2016. Please contact me directly if you have any questions. Best regards, CS Correspondence Manager