Sleep Number Corporation

Initial Business Response /* (1000, 12, 2016/01/21) */
January 21, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they have experienced...

in reaching out to our company regarding their return. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their return mattress order and Home Delivery Return Service.
We have set up an additional return for their adjustable base that will be picked-up along with their mattress. Two refunds checks: $786.59 and $1,857.74, will be mailed in 7-10 business days following receipt. I have requested our Home Delivery Return Scheduler to call them within the next few days to arrange a convenient date and time for the pick-up.
We're sorry the bed has not worked out for Mr. & Mrs. [redacted]. We understand that this was a tremendous inconvenience and appreciate their patience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 14, 2016/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/03/02) */
March 2, 2016
RE: Ms. [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 Ms. [redacted] for the delays she experienced...

regarding her order and delivery. We understand that this was a tremendous inconvenience and appreciate her patience. Ms. [redacted] purchased a Sleep Number QSE, Split King, Mattress and Adjustable Base through QVC. The address on the order was incorrect resulting in the product shipping to her parent's home. Sleep Number tried to intercept the packages, but they had been returned to sender by the receiver. This resulted in the bed having to be reordered. The order has shipped and is currently in transit with delivery expected tomorrow-March 3, 2016. There are a total of seven boxes and Ms.[redacted] can reach out to our Customer Service Department at [redacted] to obtain the tracking numbers if she wishes.
Best regards,
CS Correspondence Manager

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 the delays he has experienced regarding...

his warranty order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected his order and delivery. The warranty part was delivered January 6, 2016. We understand that this was a tremendous inconvenience and appreciate his patience.
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 do not accept the response from Select Comfort Corporation. This was not a "warranty" part. They sent the wrong "part" with the delivery of the bed. With out the "part" we were unable to use the bed with the features as it was intended. Blaming the problem on the computer system conversion is not acceptable. The proper action should have been to over-night the right controller. Had this happened I would have been satisfied with the customer service. The details of my original complaint along with this feeble attempt of an apology leaves a bad taste in my mouth regarding the customer service of this company. I'm not sure I want to rely on them for the next 25 years in case of problems with our Sleep Number bed. If Select Comfort Corporation were to offer something like a comforter in recompense I would feel better about the company.

Initial Business Response /* (1000, 5, 2015/10/28) */
October 28, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
Mr. [redacted]'s complaint was discussed on October 27, 2015 and a voice message was...

left today asking him to call us back at the phone number provided. We are certain that Mr. [redacted]'s complaint will be resolved once he contacts us again.
We apologize to Mr. [redacted] for any inconvenience and wish him well. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/11/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As of now we consider our case to be closed.
Thank you.

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, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he have experienced regarding...

his warranty order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected his order and delivery. His warranty parts have been delivered. We understand that this was a tremendous inconvenience and appreciate his patience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 13, 2016/01/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I am rejecting this response because:
I don't think Select Comfort Corporation has addressed the issue of dishonesty in their advertising.  Given the fact that they also didn't provide a possible compromise, I believe that a fair and reasonable compromise would be to switch out the Split C4 King for a Standard P5 King which, with the current sales price, is comparable to the original price I paid.  For my time and trouble, shipping and return fees should be waived.  Thank you for your time, [redacted]

July 26, 2016   Revdex.com of Minnesota and 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].   Mrs....

[redacted] chatted with out Live Chat Representative on July 17, 2016 at approximately 6:30 PM stating that he could no longer see the numbers on his remote.  She did the troubleshooting with our representative and was presented 3 options for resolution.  Mrs. [redacted] chose to replace the pump and remote with a new system versus a refurbished system or just replacing the remotes. She was told, in error, the new system included two remotes.    Mrs. [redacted] chatted in again on July 23, 2016 to let us know she only received one remote with her new system and was told she would get two.  Our representative looked at the order and explained what she ordered only came with one remote.  Mrs. [redacted] requested a supervisor and our representative said he would have someone reach out to her.   One of the Live Chat Managers researched the chats and found the error. Our Manager has since emailed Mr. [redacted] letting him know we would make this right.  The order for the second remote has been placed and should arrive in 5-7 business days.    We will use this experience for coaching opportunities to ensure the best customer experience possible.   We apologize for the misinformation and thank Mr. and Mrs. [redacted] for letting us make it right.      Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2015/11/19) */
November 19, 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 team. We understand that this has been an inconvenience and appreciate her patience.
Ms. [redacted]'s complaint was discussed and resolved with mutual satisfaction. We are replacing her mattress cover and sending our Home Delivery team to install it.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After I had taken the bed apart myself and put it all back together, making sure that everything was assembled exactly according to their instructions on their website, the sliding problem continued. The company has now agreed to replace the cover and send someone to install it. If this fixed the problem I will be 100% satisfied. If the problem continues, I will expect them to continue to work with me until the problem stops happening.

Initial Business Response /* (1000, 7, 2015/09/01) */
September 1, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. [redacted].
Our records indicate that Mr. & Mrs. [redacted] purchased a Sleep Number(r) i8...

FlexTop King (with Sleep IQ) Mattress, a King FlexFitTM 2 Adjustable Base, a FlexTop King Total Protection Mattress Pad, a FlexTop King Lyocell Sheets set, two In-Balance Pillow Protectors, an In-Balance FlexTop King Layer and Home Delivery Service at one of our retail stores on July 17, 2015. Mr. & Mrs. [redacted]'s mattress and adjustable base were delivered on August 8, 2015.
Our Sales Professionals are expected to provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our products. 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 the return policy is printed on all printed sales literature advertising the respective products. 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 Store Manager contends that she and the Sales Professional, who assisted Mr. & Mrs. [redacted], made them aware of the no-return policy on their adjustable base. Mr. & Mrs. [redacted] did sign their Customer Order Agreement (copy available upon request) as well as initial the bolded paragraph below, acknowledging the terms and conditions of sale were fully understood:
___ (customer initial) 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."
While we regret that Mr. & Mrs. [redacted] did not find their i8 Queen Mattress to their liking, their adjustable base is not defective in materials or workmanship. The adjustable base functions as intended and according to Mr. & Mrs. [redacted]'s calls, is free from defect. Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM Adjustable Bases. There are hundreds of adjustable friendly mattress designs available. As long as an innerspring does not have a border rod in it and is 10-12 inches in profile, it will work just fine. All memory foam mattresses that are up to 12 inches in profile height are compatible as well.
We're sorry, we cannot accommodate Mr. & Mrs. [redacted]'s request to authorize a return for refund of their King FlexFitTM 2 Adjustable Base. We picked up Mr. & Mrs. [redacted]'s i8 FlexTop King Mattress on August 24, 2015 and mailed them a check refund.
We're sorry the mattress did not work out for Mr. & Mrs. [redacted] and wish them well. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/09/02) */
[redacted]Document Attached[redacted]
Once again, we were told by the Store Manager as well as the sales associate verbally that the base was returnable. Why would I buy something that I was unsure would even fit my new bed frame if I was not assured of the ability to return it and be "taken care of". I do not have $4,000 to waste and throw away. We also made it very clear to the store staff that I do not like foam mattresses hence why we were not looking at Temperpedic Mattresses. We gave the staff very specific information about what we were looking for and needed a comfort and they sold me something I did not need and fully knowing I would not buy a foam mattress to use with a adjustable base in the future.
The base does not fit my new frame as I was afraid of to begin with and my foot has gotten stuck more than twice.
We never denied signing anything but the staff is verbally telling consumers something that is completely false. If I had not been told I would "be taken care of" when I expressed my concerns I never would have made the entire purchase to begin with. We were deceived, lied to and taken advantage of because we were not verse in Sleep Number products and because we paid cash.
I want this problem addressed. This is a safety hazard for myself, my husband and my children!
Final Business Response /* (4000, 12, 2015/09/10) */
September 10, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. & Mrs. [redacted].
Mr. & Mrs. [redacted] purchased a Sleep Number(r) Innovation Series i8 Mattress, which is NOT a foam mattress. We do sell two memory foam mattresses in our Memory Foam Series, the m6 and the m7 models, but the i8 is NOT a foam mattress.
The FlexFitTM Adjustable Base is compatible with air, foam, latex or innerspring mattresses. As long as the mattress does not have a border rod in the sides, it will work just fine.
Our salespeople contend that Mr. & Mrs. [redacted] were fully aware of the no-return policy on their adjustable base. Mrs. [redacted] signed and initialed the Adjustable Bases Return/Exchange Policy on their Customer Order Agreement, acknowledging the terms and conditions of sale were completely understood. Due to its unique shipping and handling requirements, no returns or exchanges are accepted on our FlexFitTM Adjustable Bases - this is a standard policy in the bedding industry.
If Mr. & Mrs. [redacted]'s King FlexFitTM 2 Adjustable Base did not fit into their upholstered bed frame, they should have refused the delivery. Again, we're sorry we cannot accommodate Mr. & Mrs. [redacted]'s request to authorize a return for refund of their King FlexFitTM 2 Adjustable Base. We picked up Mr. & Mrs. [redacted]'s i8 FlexTop King Mattress on August 24, 2015 and mailed their refund.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

February 26, 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 records indicate that Ms. [redacted] purchased a Queen i10 360 Smart Bed with a FlexFit3 Adjustable Base and some bedding accessories on August 30, 2017.   The mattress and base were delivered by our Home Delivery and Set-Up Team on September 27, 2017.    Ms. [redacted] had trouble with the Rapid Sleep Onset unit and we replaced it.   Unfortunately, the replacement didn’t work.  We attempted multiple times to resolve the issue and ultimately decided to replace the entire base.  Our technicians are scheduled to deliver the new base today, February 26, 2018, between 3:30 and 7:30.  We are confident that replacing the whole base will resolve the issue.  It is our goal to ensure Ms. [redacted]’s 360 Smart Bed and FlexFit3 base are working as they are intended.    We apologize for the inconvenience and frustration of the multiple visits.  We will honor Ms. [redacted]’s request to start the 25 Year Limited Warranty from the date the bed functions as it should.   Best regards, Customer Advocacy Escalation Consultant

May 21, 2016 Revdex.com of Minnesota and 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]. According to our records, Ms. [redacted] purchased an i8 FlexTop King Mattress w/SIQ, a FlexTop King FlexFit2 Adjustable Base and several bedding accessories on April 30, 2016.  Ms. [redacted] changed her mind and called our Customer Service Department on May 3, 2016 and cancelled her order. Last fall we implemented a company-wide computer systems conversion and while most issues have been resolved, on rare occasions an issue comes up.  The system wouldn’t allow us to settle the funds back to Ms. [redacted] in normal fashion.  On May 16, 2016 we mailed a check in the amount of $390.77 (the total of the two credits) to the address of record.  It is because of rarities such as this that we always advise our customers to continue making their scheduled payments.  In such situations any overage paid will be refunded by the financial institution.  We sincerely apologize to Ms. [redacted] for the frustration she has experienced in regards to her refund.   We understand this was a tremendous inconvenience and appreciate her patience. We’re sorry Ms. [redacted] had a change of heart and hope that she will reconsider us in the future. Best regards,                              Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2016/02/10) */
February 10, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We're sorry for the delays Mr. & Mrs. [redacted] experienced in reaching out to our...

company regarding their order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed their order. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted]'s Sleep Number(r) King c4 Mattress was installed on February 3, 2016. We hope this helps ease some of their frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 7, 2016/02/10) */

Initial Business Response /* (1000, 5, 2015/10/21) */
October 21, 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 discussed and resolved on October 16, 2015. We...

apologize to Ms. [redacted] for any inconvenience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/02/04) */
February 3, 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 and trial return. 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.
According to our records On September 9, 2015 Mr. & Mrs. [redacted] purchased a Sleep Number(r) p6 w/SIQ, Queen, Matt and Adj Base Queen FlexFit2, Stone, 1Remote, Home Delivery set up service, and some bedding items for [redacted]. Mr. & Mrs. [redacted] opted to return their mattress and we agreed to accept a return of the adjustable base as well. Mr. & Mrs. [redacted] agreed to a restocking fee [redacted] on the adjustable base as this is normally a final sale item. The Home Delivery return pickup was waived for both the mattress and adjustable base.
On October 28, 2015 [redacted] settled to Mr. & Mrs. [redacted]'s Synchrony Financial account for the return of the mattress.
A check in the amount of [redacted] for the adjustable base was mailed to Mr. [redacted] on January 4, 2016.
We regret we have lost Mr. & Mrs. [redacted]'s business.
Best regards,

CS Correspondence Specialist

May 9, 2017   Revdex.com of Minnesota & North Dakota   RE:        Ms. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].   Ms....

[redacted] was contacted by our Customer Service Department after we received an email from the store.  She expressed her concerns with the bed and we ordered parts to resolve the issue.  The parts are scheduled to be delivered on May 10, 2017 and we have set up an order to have our Home Delivery Team install the parts and check over the bed on May 19, 2017.  We are confident we will get all issues resolved once this has been completed.   Sleep Number prides itself on world-class customer service and it’s obvious that we feel short of the goal.  For that we apologize.  If Ms. [redacted]  has any questions or concerns we ask that she call our Customer Advocacy Management Team at 800-988-0779 for resolution.  Should she choose to email us, the emails should be sent to [email protected] or [email protected].   Best regards, Customer Advocacy Escalation Consultant

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.We were given the Case Manager's direct number and have been in further contact with her.  She informed us she would be presenting our case to her upper management to see what compensation could be made to us for the aggravation, disappointment, and frustration we were made to deal with in attempting to purchase a bed from this company.  We decided to give Select Comfort / Sleep Number another chance based on our conversations with the Case Manager, and knowing we have her direct number in case of any additional problems.Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/12/21) */
December 21, 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 refund. We understand that this has been a tremendous inconvenience and appreciate his patience. Mr. [redacted] will receive a check refund for $171.08 via U.S. Mail within the next 2-3 weeks.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 9, 2015/12/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept, but they took my credit card right-way as payment. now after months I have to wait 3 more weeks!!!
PZ

Initial Business Response /* (1000, 5, 2016/03/12) */
March 12, 2016
RE: Ms. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the frustration she has...

experienced in getting her refund.
According to our records, Ms. [redacted]'s bed was returned on February 26, 2015 via our Home Delivery Team. Per our Terms and Conditions of Sale, "refunds will be issued to the original form of payment within approximately 21 days from the date returned."
It is strongly recommended that Ms. [redacted] make any required payments while waiting for the credit to post. We do not want her credit impacted by not doing so. Any overage paid will be returned to her by issuing bank.
We are sorry the bed did not work out for Ms. [redacted] and wish her well.
Best regards,
Lisa Marie [redacted]
CS Correspondence Manager
Initial Consumer Rebuttal /* (3000, 7, 2016/03/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I can't accept the response right now because 21 days have passed and I have still not received the refunds. Additionally, the phone call I was promised was not received.
Final Business Response /* (4000, 9, 2016/03/23) */
March 23, 2016
RE: Ms. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the frustration she has experienced in getting her refund.
The return settled today, March 23, 2016. The monies have been transmitted. The banks typically post to the account within 3-5 business days from point of settlement.
Again, we strongly recommended that Ms. [redacted] make any required payments while waiting for the credit to post. We do not want her credit impacted by not doing so. Any overage paid will be returned to her by the issuing bank.
We understand this was a terrible inconvenience and appreciate her patience.
Best regards,
CS Correspondence Manager

Initial Business Response /* (1000, 13, 2015/11/19) */
November 19, 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 company regarding her online order. We understand that this has been a tremendous inconvenience. We regret that we have lost her business due to our company-wide computer conversion and wish her well.
Ms. [redacted] will receive a full refund check via U.S. Mail within 5-7 business days. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 18, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not need a refund. I do not want a refund. I will simply not pay the credit card bill.
It's not my company, but the problem WASN'T just a computer transition, it was a lack of anyone I spoke to feeling like it was their responsibility to actually communicate with a human being and figure out what the problem was. Multiple people flat out LIED to me, all the while my $1750 was in your hands. Everybody was waiting for somebody to do something. (For the record, I am also underwhelmed at the lack of speed of reply to this complaint.)
Sleep Number doesn't need to do anything except not contest my VISA charge.

July 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]. In regards to the rejection of our response to complaint [redacted], our position remains the same.  June 19, 2017 [redacted] advised they would contact the company the claim was sold to let them know of the error and send a letter to the address of record that the customer is clear of the claim.   They advised to have Ms. [redacted] contact the sold company to resolve any issues that may still be out there.  We cannot get any information from these companies due to privacy laws.   We’re truly sorry for any inconvenience and have done as we promised in our response to the original complaint #[redacted]. Best regards,Customer Advocacy Escalation Consultant