Sleep Number Corporation

Initial Business Response /* (1000, 8, 2015/10/28) */
October 28, 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 has been resolved. Ms. [redacted]'s Home Delivery Return Service...

pick-up is scheduled for October 31, 2015, and she has already been refunded due to a system error.
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 /* (2000, 10, 2015/10/29) */

December 29, 2017   Revdex.com of Minnesota & North Dakota   RE:        Mr. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].  ...

  Mr. [redacted] contacted our Customer Service Center on September 2, 2017 to let us know he had air loss.  He had done the recommended troubleshooting and it was deemed that the pump needed to be replaced.   The order was completed on September 11, 2017 to ship UPS Next Day air to Mr. [redacted].     Mr. [redacted] called us back on September 29, 2017 and was advised the pump was backordered.  He called again on November 8, 2017 and was told we did not have an ETA on when the product would be available.    Once getting the complaint and looking into the matter, we found that we have since discontinued the pump that was ordered.   We apologize that we did not update Mr. [redacted] on the situation.   One of our Customer Advocacy Managers reached out to Mr. [redacted] and left a voicemail with her direct contact information and that we have placed a new order and will be expediting for him.  We do have the holiday that will impact the lead time on shipping out the pump.    We apologize for the frustration due to the lack of follow-up. We strive for world class customer service and it’s obvious we fell short of that goal.  We are using Mr. [redacted]’s feedback as a coaching opportunity to prevent this from happening going forward.   We are confident that once the pump is received, the issue will be resolved.  Mr. [redacted] can reach out to his direct contact with any questions he may have.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 14, 2015/11/19) */
November 18, 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 has experienced in...

reaching out to our customer service and home delivery.
As a token of our apologies, we have agreed to credit Mr. [redacted] $200.00 once his bed has been delivered on November 30, 2015.
We understand that this has been an inconvenience and truly appreciate his patience.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 16, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"As a token of our apologies, we have agreed to credit Mr. [redacted] $200.00 once his bed has been delivered on November 30, 2015. "
In regards to this: This was agreed upon when the delivery date was November 16th.
I was later called and informed that my bed has not been built at this time. The next available date would not be until November 30th. The associate calling me said I would be credited 200 dollars. I asked the associate if this was in addition to the earlier 200 dollars. She was unable to answer and said a case manager would be calling me. This was 5 business dates ago and I still have not received a call. I tried attempting a call to the supervisor line today but it went to voicemail. The agent that I had previously spoke with and agreed to the 200 dollars with, Samantha also ensured that she would be looking over my delivery for November 16th. She has not made contact with me. She did not deliver on her personal promise. I would appreciate a call from someone with the power to influence change within this company.
Final Business Response /* (1000, 20, 2015/12/08) */
December 8, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
As a token of our apologies, we have agreed to credit Mr. [redacted] an additional $200.00 today. Mr. [redacted]'s new delivery date is December 11, 2015..
Again, we understand that this has been a tremendous inconvenience and appreciate his patience.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst
Final Consumer Response /* (3000, 22, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My delivery was cancelled today. I called yesterday and waited on hold for 33 minutes to confirm my delivery for today. I had to take a half day at work. When calling the number back to confirm my delivery it rang busy. I called again and was able to get through. I was automatically signed up for Saturday December 26th. The agent was not helpful in setting up a delivery that fits my schedule on a different day saying I would have to cancel on Saturday's date. She had no ability to see what other days were available. She did not care about my lost wages or hardship with dealing with yet another cancelled delivery. The only person that has been helpful has been the supervisor Samantha who offered me additional compensation despite the people that respond to these Revdex.com complaints urging not to. This company is uncaring, has not set reasonable customer expectations, and has offered no explanation of what is going on. Additional compensation is requested for another 15 days of sleeping on a floor.

Initial Business Response /* (1000, 5, 2015/10/29) */
October 29, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We hope Ms. [redacted] will accept our apologies for the delay in canceling her order. ...

On October 20, 2015, Ms. [redacted]'s credit card received a full refund.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 8, 2015/10/29) */

Initial Business Response /* (1000, 8, 2016/01/04) */
January 4, 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 company regarding his refund. Mr. [redacted]'s refund for $273.98 settled on December 23, 2015. We understand that this was a tremendous inconvenience and appreciate his patience.
Best regards, Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2015/12/15) */
December 15, 2015
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 order and delivery. We understand that this has been a tremendous inconvenience.
We shipped Mr. & Mrs. [redacted] a King Modular Base, which was delivered via UPS and they are scheduled for delivery of their p5 King Mattress tomorrow, December 16, 2015. The Home Delivery technicians will assemble their whole bed during their visit.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 11, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Today is 12/16. I just got off the phone with delivery man who cancelled the bed delivery because of the lack of a base. We still have no base. It has been 8 weeks and we still have NO BED! Oh and I never did get a phone call from the district manager. I think that is the only way this is going to be resolved!
Final Business Response /* (4000, 13, 2015/12/16) */
December 16, 2015
Case # [redacted]
Update: We're so sorry; the information provided yesterday was not entirely correct. Mr. & Mrs. [redacted]'s mattress will be delivered and assembled today, December 16th. However, the free modular base will be delivered via UPS by end of week. We understand that this is an additional inconvenience for Mr. & Mrs. [redacted] and we apologize.
Best regards, Legal Correspondence Analyst
Final Consumer Response /* (3000, 15, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The mattress was NOT delivered/set-up on Dec. 16th! The delivery guy cancelled because we didn't have the base yesterday. We currently have a queen size bed, we ordered a king size bed...we had nothing for them to put it on. I called to set my 3rd delivery date...and after being put on hold for an extended period of time the lady told me she would call me right back...but never did. Will I get my bed (that I ordered in October) by New Years? Seriously!

Revdex.com of Minnesota & North Dakota             RE:  Mr. [redacted]   Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding he complaint of our customer Mr....

[redacted].   Mr. [redacted] purchased a Queen Dual i7 360 Smart Bed and a Queen 360 FlexFit 2 on 6/18/2017.  Once the bed was ordered, Mr. [redacted] was scheduled for 7/18/2017.   Unfortunately, due to a supplier issue, Mr. [redacted]’s delivery has been rescheduled to 8/1/17.   Mr. [redacted] just confirmed and agreed to this with our Customer Service Center today. We apologize for the short notice and look forward to getting the bed to Mr. [redacted] and his wife.   Best regards, Customer Advocacy Escalation Consultant

I am rejecting this response because:  If my calls were recorded and reviewed did you hear the call that took place where I called and spoke to a female representative. I told her I did not want to buy the mattress over the phone, to which her response was " if your not going to purchase over the phone, there is really no point in me running the application." That call happened. Yes it might've been my 3rd or 4th attempt at applying. This was due to my wife and I discussion on if we should pay the bed off at once or apply for a card through sleep number. Last my main issues were the lack of customer service over the phone as I described above. Secondly the lack of communication on the sleep number techs for communicating. If you record all calls. Please tell me if I am correct or not but the day before my 1st scheduled delivery I received a call from a sleep # rep who wanted to make me aware of my 4 hour window then asked me if I would like a "1 hour"call from one of the sleep # techs 1 hour prior to arrival. Which I responded "yes". The next day at 8:20 am I received a call from one of the sleep # techs and he said Mr.[redacted] we will be at your residence in 30-35 minutes. To which I responded "I'm at my other house, what happened to the 1 hour call prior to arrival To which your tech responded " sir I don't have time for this we really don't know how far we are from job to job. To which I said " do you not have navigation" he said sir "we will be at your residence in 30-35 minutes do you still want us to come?" I said yes I am 45 minutes away I will try to hurry and get there. Call ended. I grab my keys and look down at my phone it's your sleep # tech calling me this is not even 2 minutes after our previous call "I answer the phone and he said "sir our 1st stop just cancelled so we will be there in 5-10 minutes . I responded with are you kidding me?!? First you were required to call me an hour prior to arrival , you call me when your 30-35 minutes away not an hour. I literally grab my keys and now you will be there in 5-10 minutes while I'm on my way. I said I'm 45 minutes away and am on my way can you wait for me please . The sleep # tech said "sorry sir" we have several other jobs to do,we can't wait. At which time I said " I have no choice but to cancel and the tech said he would have a sleep# rep reach out to me to reschedule.  This call happened. Yes I'm guilty for calling the sleep # sales line and backing out of not submitting my app but both of these calls happened. I can't make this stuff up. It is my honest opinion this was a lack of customer service not to mention rude behavior for the way your sleep # tech spoke to me over the phone. Not to mention his miscommunication for not calling 1 hour prior to arrival. As well as the way I was spoken to and told 2 different arrival times . I reached out to several sleep # supervisors who apologized about the experience I had and said they would have a scheduling supervisor call me and an area manager. The scheduling supervisor called me and left me a message. I called back and scheduled my delivery. I asked him to put in the notes to have the tech once again call me 1 hour prior to arrival. Same process I went through the first round. To which he replied yes sir " Mr [redacted] it's standard for us to call you an hour prior to arrival"  Today(7/19/16)I received my sleep # bed. I received a call from your tech who once again said " Mr [redacted] this is sleep# delivery,we will see you in 30 minutes." To which I replied no problem. I made sure to be at my residence. The techs arrived were professional and did a great job. Last as you stated above I purchased my sleep # bed on July 9th. It took this long for me to receive delivery of my mattress. Can you not see how frustrating this is when I did everything I could on my end to receive delivery the first time. If you offer a 1 hour call prior to arrival you should stand by that. If I spoke to anyone in current occupation that was a customer of mine, I wouldn't have a job. Last I spent nearly six thousand dollars on a sleep# mattess. Do you not think I would try to do everything possible to not be on time for delivery the first time? You can't make up inexcusable behavior and lack of customer service skills on the sleep # delivery and the one sales call I encountered in the beginning. All I will say is I experienced excellent customer service in store. Over the phone from the sales rep who told me their was no point in processing my application of I wasn't going to order from her over the phone. That is inexcusable and bad customer service. The entire miscommunication from sleep# home delivery is inexcusable .  Best [redacted]

Initial Business Response /* (1000, 16, 2016/01/22) */
January 22, 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. We understand that this was an inconvenience and appreciate her patience. Ms. [redacted]'s complaint was resolved on December 31, 2015, with mutual satisfaction.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2015/12/02) */
December 2, 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 order. We understand that this has been a tremendous inconvenience. We regret that we have lost his business due to our company-wide computer conversion and wish him well.
As of November 13, 2015, Mr. [redacted]'s Synchrony account had received a full refund. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, this was not charged to a Synchrony credit card, it was charged to a Discover Card. On November 17th I did receive a $234.84 credit to my Discover card for the mattress cover that was returned. I filed a dispute with Discover and on 11/22 they provided me a full credit of the total original charge of $7,120.18. I still need a refund to my Discover card $6,885.38, which represents the bed and the base that was cancelled and consequently never delivered. At that time the Discover dispute can be settled.
This is a classic example of the issue with Select Comfort, they have no idea what they are doing. They have the correct credit card information that was included with the order and apparently those associated with actual returned items know how to properly credit the right account. Don't know who they gave the credit to on a Synchrony account, but it wasn't me because I don't have such an account. Thanks.
Keith [redacted]
Final Business Response /* (4000, 12, 2015/12/04) */
December 3, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
As of November 13, 2015, Mr. [redacted]'s Discover card account had received a full refund.
$7120.18 10/12/15 Charge
-$6885.34 11/06/15 Credit
-$234.84 11/13/15 Credit
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

I am rejecting this response because:Select Comfort has accepted to give credit on all merchandise.  BUT they are leaving out my answers as to why it came to this.. For one Select Comfort is leaving out instead of letting me know prior to delivery they were backlogged on missing part Select Comfort left us with no bed to sleep in. I had giving my bed away to have my bedroom ready for delivery of the new bed.. It was NOT until March 22, 2107 that Select Comfort ( spoke with Melissa ) that part was backlogged until then they just gave me excuses and also sent me a new Mattress topper that was not needed I already had that part. I called Select Comfort to let them know they sent a part that was not necessary and that Select Comfort delivery people left the wrong part in my bedroom even after I asked delivery people to take it with them. So now I had 2 parts that belonged to Select Comfort which made us responsible for the care of these extra parts.  When UPS showed up again I refused the part because I had NO way of knowing what was in the box because I never received a call about a part be delivered and I did not want the responsiblity of yet another part  at my home. As far as appeasing me I made the calls to Select Comfort over and over for 15 days to get this taken care of so I could go purchase another bed some where else. But with out the refund back to my card I could not afford that. Here it is 19 days later and I am am still sleeping on my couch ..It took all this time for Select Comfort to FINALLY set up pick up of there merchandise.  I again had to call Select Comfort and try and get them to pick up this bed and refund my money. I spoke with Bob.[redacted] ###-###-####  ext [redacted] who placed a order for pick up but NOT until April 10 2017 which will leave us with out a bed for yet another 9 days. This never started out this way but Select Comfort  made it this way for so long. Bob told me he would contact me on April 3 2017 to make arrangements to have these 3 parcels picked up by UPS but today is April 4 2017 and never heard from Bob . I again will call him today April 4 2017 to see when  UPS will be picking up parcels.. Select Comfort has a way of turning customers problems around to make it look like they have done something  good when in fact Select Comfort has not but to make it a miserable experience with the company . WE HAVE GONE ALL THIS TIME WITH NO BED AND SELECT COMFORT HAS THE NERVE TO PUT ANY BLAME ON US. THANK YOU[redacted]

April 9, 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 customers, Mr. [redacted]. We apologize we were initially unable to find Mr. [redacted]’s order for...

the Pillowology Pillow purchased September 7, 2013.  As Mr. [redacted] stated, the Sales Professional rang up the order as an accessory order due to Mr. [redacted] not having an existing file in the system.  We appreciate Mr. [redacted] providing the order number so we could find his purchase.  Mr. [redacted] stated the pillow “has prematurely broken down” and asks that we replace it.  Mr. [redacted] has been told via email with our Customer Service Department that we cannot replace the pillow for normal wear and tear.  Flattening of a pillow is not a manufacturing defect.  Per the pillow’s Limited Warranty provided on an insert in the pillow packaging: Select Comfort Corporation warrants to the original purchaser that the accompanying product will be free from defects in material and workmanship for a period of 5 years from the original invoice date.  This Limited Warranty does not cover conditions resulting from normal wear and tear.  Use of the product diminishes the loft of the filling material.  Since this is an anticipated characteristic of the product, Select Comfort makes no warranty with respect to the natural compression of the filling material.  All cleaning must be done in accordance with the care instructions.  ANY IMPLIED WARRANTIES APPLICABLE TO THE PRODUCT, INCLUDING ANY WARRANTIES OF MERCHNATABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ARE LIMITED IN DURATION TO THE DURATION OF THIS WRITTEN LIMITED WARRANTY.  We cannot accommodate Mr. [redacted]’s request to replace his pillow for normal wear and tear.  Please understand that Sleep Number has an obligation of fairness to maintain for all of our customers and we cannot make Mr. [redacted] an exception to this obligation. Best regards, CS Correspondence Manager

Initial Business Response /* (1000, 8, 2015/12/14) */
December 14, 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 delivery. We understand that this was a tremendous inconvenience.
Ms. [redacted]'s bed was delivered on December 4, 2015.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2015/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes the bed was finally delivered after 64 days. They were paid $4500 on October 2 2015. I was promised the bed by October 15. I am disabled with terrible back pain. Because the horrendous "customer service " I was forced to sleep in a chair and pay for a motel when I couldn't stand it anymore. People should be warned about buying from this disreputable company. Especially if they are disabled. Shameful!

Initial Business Response /* (1000, 12, 2016/01/26) */
January 26, 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 experienced in...

reaching out to our company regarding their warranty concern and return. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their order. Their bed is scheduled to be picked up by our Home Delivery Return Service team on February 6, 2016. We understand that this was a tremendous inconvenience and appreciate their patience. We refunded the Home Delivery & Set-up Service for $179.99, to their Synchrony account as a token of our apologies.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 14, 2016/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 11, 2016/01/20) */
January 19, 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 company regarding his order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected his order and shipment. Mr. [redacted]'s bed was delivered on January 8, 2016. We have credited Mr. [redacted]'s financed account $193.49 for his Home Delivery Service, as a token of our apologies. We understand that this was a tremendous inconvenience and appreciate his patience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 13, 2016/01/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They did what we asked of them, to make things right.

Initial Business Response /* (1000, 9, 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. Mr. & Mrs. [redacted]'s Sleep Number(r) Queen Dual c2 and modular base is scheduled to be delivered February 6, 2016 to their son. We have approved an appeasement back to their VISA. We hope this helps ease some of their frustration.
Best regards,

CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 11, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the response. Please clarify "we have approved an appeasement back to their VISA." We would also like to have verification that the bed will actually be delivered on 02/06/16.
Thank you!
Final Consumer Response /* (2000, 17, 2016/02/08) */
Final Business Response /* (4000, 13, 2016/02/08) */
February 8, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
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 Mr. & Mrs. [redacted]'s Sleep Number(r) Queen Dual c2 Mattress and Modular base was delivered to their son on February 6, 2016. We refunded their Visa on January 31, 2016 as a token of our apologies. We hope this helps ease some of their frustration.
Best regards,
CS Correspondence Specialist

March 23 , 2017   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].  ...

One of our Customer Advocacy Managers called out to Mr. [redacted] and the complaint was resolved with mutual satisfaction.  We’re terribly sorry for the error and consider this matter closed.   Regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 9, 2015/07/15) */
July 15, 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) i10 Split...

King Mattress, a Split King FlexFitTM Adjustable Base, an Adjustable Base Bed Strap, a Lyocell Sheets set, a Total Protection Mattress Pad, four Pillows, and Home Delivery Service (complimentary delivery & set up) at one of our retail stores on May 26, 2012. Mr. & Mrs. [redacted]'s bed was delivered on June 14, 2012.
The reported issues are only on one side and only on Mrs. [redacted]'s side of the mattress. However, we have replaced the Sidewalls and added a Bolt Cap Kit with free Installation (ordered 12/31/12); replaced the Foam Base Pad (ordered 1/8/13); the Memory Foam Topper Pad (ordered 1/22/13); the Cover (entire mattress shell), and added a Shark Bite Clamps Kit (to doubly secure mattress to base) again with free Installation (ordered 1/30/13 and installed on 4/4/13).
The sliding of the mattress on one side of the adjustable base is likely the result of dragging the Cover when entering and exiting the bed. This condition will just continue to repeat even after parts are replaced or added. We asked Mrs. [redacted] to measure the width of the Cover on May 14, 2015 and the Cover dimensions showed it has not stretched.
While we certainly sympathize with Mrs. [redacted]'s medical condition, we do not manufacturer or sell medical equipment or hospital standard quality beds. While we encourage our customers to contact us with regard to any issues and are committed to maintaining the highest standards of customer satisfaction, we believe Mrs. [redacted] would be best served by sleeping on a mattress and base designed for her unique medical/physical needs and encourage Mrs. [redacted] to discuss her needs with her treating physician(s).
We will continue to honor Mr. & Mrs. [redacted]'s 20-Year Limited Warranty on their i10 Split King Mattress and a Split King FlexFitTM Adjustable Base, but we believe we have done all we can do to address this particular issue. We will not replace Mr. & Mrs. [redacted]'s mattress with a new or different model or a different size bed.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 11, 2015/07/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off and foremost WE DID NOT ORDER OR RECIEVE 4 PILLOWS!!!
I do not believe it is the way I get into and out of the bed as to why the pad slides off as much as six inches or more. I
was advised by my Sleep Apnea specialist to purchase any type of bed that had a comfort level and one I could raise the
head of it to breathe easier. ( By the way they have used the sleep number bed in our sleep clinic for a few year's now. I
have spoken to my specialist and he has advised me NOT to sleep in this bed any longer for my health I would be safer on
the floor)
I was also highly pressured into this bed by the so-called Sleep Specialist John [redacted] out of the Green Bay Wi. store.
After we had looked at the bed once this man called me at least every couple of days telling me how miserable I would be
with my back until I changed to the sleep number.. We would have gone with the single mattress to start with but John
[redacted] insisted if I was one who tossed and turned my spouse would feel every time I moved in the bed. (such as getting up
and going to the bathroom which I do several times I night)
Sleep Number has not taken me seriously since my first complaint. Which was made within a couple of months after we got
the bed. I have pictures of my spouses hand coming up and all the way thru the padding in several places. Now someone
please tell me why if your merchandise is so high quality is it full of gigantic tears within a couple of months.
I am not looking for a hospital quality bed (as you pointed out)I could have bought one of those for a much lesser price I
am sure than what we payed for this piece of what I am calling over priced padding NOTE[redacted]cheap garbage.
I do not believe what you try and get tested for in the Sleep number Stores are the same quality as you recieve in your
home purchase. They swap it with much cheaper materials, as we noticed the comfort level was not nearly the same after a
couple of days of sleeping on the actual bed. We figured that was because our bodies hadn't adjusted yet.
I am So tired of not being taken seriously by Sleep Number and I don't think they should get away with baiting and
switching coustomers like this (my own opinion). They have never taken me serious in my complaints other wise they would
have offered me a solution other than swapping the same pads out back or doing whatever they claim they've done when I
kept complaineing. They have ignored my pleas for assistance and have at time been quit rude I was quit rude as well.
I am no longer sleeping in this bed I am affraid I am going to fall out and break my bones. Instead I sleep in our spare
bedroom on the mattress we had previously to buying sleep number or on the new sofa we bought. I can not find any comfort
what so ever in the Sleep number bed any more. I wake up hardly able to move for hours at a time. My back ache has started
to improve ALREADY just by going back to my old bed.
I feel this should have been looked into much more seriously than it had been. I don't care that it only occurs on my side
of the bed. If what they had replaced or what ever had not cleared the problem I feel something a whole lot more should
have been done to figure out just what the problem was deep down. Poor workmanship has been known to happen in products
and I believe this is the problem with my bed.
I am just absolutly sick about Sleep Number still refusing to offer a resolution and I am now stuck with a nearly
$8,000.00 bed which I can not sleep on and has now separted me from sleeping in the same room with my hubby. There has to
be another solution and I will be looking into contacting the Attorney Generals office with my complaint next. I feel we
spent far to much money for me to just drop the whole thing. We are not rich by a long shot!! I am tired of not being
heard!

October 21, 2017   Revdex.com of Minnesota & North Dakota             RE:        Mr. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to...

respond regarding the complaint of our customer, Mr. [redacted].   Mr. [redacted] purchased a FlexTop King p6 Mattress and a FlexFit2 Adjustable Base on 8/8/17 and the product was delivered on 9/16/17.   We apologize for the experience regarding our ability to attach his existing headboard to the new frame.  It seems there was confusion surrounding what we are actually able to do.  We can attach the headboard brackets to our product but attaching non-Sleep Number furniture is a liability/insurance concern so our technicians are not able to do anything further.  We did offer to cover the cost of hiring a handy man to attach the headboard as a gesture of goodwill.   The adjustable base is a final sale item per the Terms and Conditions of Sale.  Our representatives do go over the Terms so our customers can make the final decision on their purchase.   Mr. [redacted]’s 100 Night In-Home Trial Period ends on 12/25/17.  If he wishes to return the mattress he must contact us before that date.   We cannot honor a return on the adjustable base.  We have an obligation of fairness to our customers and cannot make his request an exception.   We appreciate the feedback and will use this as a coaching opportunity.   Best regards,  Customer Advocacy Escalation Consultant

September 16, 2016     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 show Ms. [redacted] purchased a Queen c2 Mattress w/SIQ and a Queen FlexFit3 Adjustable Base and some accessories September 5, 2015.  The bed was to be delivered via our Home Delivery Team September 14, 2016.  Ms. [redacted] requested a 4-8 timeframe.      All of our deliveries are route based, meaning that we plan the routes based on the deliveries in the area.  We do our best to meet all of our customer’s requests but unfortunately that is not always possible based on proximity to HUB where the product will be loaded and Department of Transportation Regulations.    Ms. [redacted]’s actual delivery timeframe was 11-3 but something came up where our techs were able to move her to a 3-5 timeframe.  Our technicians kept in touch with her the day of delivery with an update at 4:30 PM that they were running late and called again 20 minutes before arrival to let her know they were on the way.    Ms. [redacted]’s bed was actually delivered within the 4-8 timeframe she requested and as such we consider the matter closed.     Best regards,   Lisa Marie [redacted] Customer Advocacy Escalation Consultant