Sleep Number Corporation

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.  Although it is not everything I asked for the company was very responsive to the issue.  I appreciate that and I absolutely love my new bed!

Initial Business Response /* (1000, 8, 2015/12/17) */
December 17, 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. [redacted] purchased a Sleep Number(r) p5 Queen...

Mattress, a Queen FlexFitTM 3 Adjustable Base, some bedding and Home Delivery Service at one of our retail stores on November 13, 2015. Mr. & Mrs. [redacted]'s mattress and adjustable base were delivered on November 21, 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 Sales Professional who assisted Mr. & Mrs. [redacted] went over the terms and conditions of sale in detail and Mr. Lamb signed their Customer Order (copy available upon request) as well as initialed the respective disclaimer, 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."
Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 Adjustable Bases. Mr. & Mrs. [redacted] did choose to return their mattress for a refund of $1,982.00 using our Home Delivery Return Service, which will be scheduled soon. We're sorry, we cannot accommodate Mr. [redacted]'s request for authorization to return their Queen FlexFitTM 3 Adjustable Base.
We're sorry the mattress has not worked out for Mr. & Mrs. [redacted] and wish them well.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 11, 2016/01/22) */
January 21, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Lt. [redacted].
We're sorry for the delays Lt. & 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. Lt. & Mrs. [redacted]'s E-King p5 Mattress & Modular Base were delivered on December 29, 2015. We understand that this was a tremendous inconvenience and appreciate their patience. We are crediting their MasterCard for the cost of the bedding, $269.97 plus an additional $100.00 as a token of our apologies. We hope this helps ease some of his frustration.
Best regards,
Legal Correspondence Analyst

February 6, 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 Queen I8 Mattress with a Modular Base and several accessories on March 15, 2009.  Mr.  [redacted] is now missing segments on his remote display making it difficult to see what number he has his bed set to.   With the advancements of technology over time we are always innovating and improving our products.  As a result of new technology, we have upgraded our Firmness Control Systems.  At this time both the pump and remote need to be replaced because our new remotes are not compatible with your older pump system. We have replacement options available that are more favorable than what would be given under the Limited Warranty as we understand the inconvenience.  We are offering specialty pricing that is very close to what the previous remote warranty replacement costs were, but gives the added benefit of a completely new pump system. In the spirit of good customer service, we have shipped the new Firmness Control System to Mr. [redacted].  The new system is shipping via UPS directly to Mr. [redacted]’s home.  We have also sent out some O-rings per Mr. [redacted]’s request.  The O-rings will be sent via US Mail.   We have made two attempts to reach Mr. [redacted] to discuss this, but he has not returned our calls.   We believe once Mr. [redacted] receives his new Firmness Control System this matter will be resolved.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 11, 2015/12/08) */
December 8, 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 company regarding the request to exchange his Split King to a one-piece King bed.
Mr. [redacted]'s complaint was discussed and resolved today with mutual satisfaction. 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 /* (2000, 13, 2015/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept their response, although it took two calls to the corporate office with no response the first time. It wasn't until I mentioned the Revdex.com that they finally responded. I appreciate your help and hopefully everything follows through as mentioned from their company.

Initial Business Response /* (1000, 8, 2015/12/17) */
December 17, 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 refund. We understand that this has been a tremendous inconvenience and thank them for their patience.
We credited Mr. & Mrs. [redacted]'s Synchrony Visa (ending in 2181) for $400.15 December 5, 2015 and credited their Visa (ending in 3825) for $1499.84 and $200.00 on December 5, 2015.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sleep number has issued our refund. Thank you!

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

frustration they have experienced in regards to their mattress sliding off the Adjustable Base. We understand this was a tremendous inconvenience and appreciate her patience.
According to our records, Mr. & Mrs. [redacted] purchased an iLE FlexTop King Mattress and FlexTop King FlexFit1 Adjustable base along with some bedding accessories on August 30, 2014.
Mr. & Mrs. [redacted] had the mattress cover replaced February 14, 2015 and the topper pad replaced March 17, 2015. The cover was replaced again on February 23, 2016 and our Home Delivery Team went out to install on March 11, 2016.
Mr. & Mrs. [redacted] are requesting that we replace the entire bed or give them a refund. Mr. & Mrs. [redacted] are outside of the 100 Night In Home Trial, so we could not take a return at this time. They also asked that the entire bed, mattress and adjustable base be replaced. The adjustable base does not have anything to do with the mattress sliding, and as stated earlier, we just replaced the cover. We believe this issue to be resolved.
Best regards,
CS Correspondence Manager
Initial Consumer Rebuttal /* (3000, 7, 2016/03/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Select comfort did come out and replace some items on March 11, 2016.
For now this problem seems to be resolved, yet I would like to keep this complaint open for a while to see if I start having the same issue again, since Select Comfort has been there several times already and replace items and it failed to remedy the problem.
Final Business Response /* (4000, 9, 2016/03/16) */
March 16, 2016
Select Comfort Customer # [redacted]
RE: Mr. & Mrs. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up in regards to the complaint of our customer, Mr. & Mrs. [redacted].
Since Mr. and Mrs. [redacted] state that the issue is resolved, we see no reason to keep the complaint open.
Best regards,
CS Correspondence Manager

April 17, 2017 Revdex.com of Minnesota & North DakotaRE:           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 an m7 Queen Mattress, a Queen FlexFit2 Adjustable Base, and a set of FlexFit Brackets on October 11, 2014.  The mattress was exchanged to an i8 Queen Mattress on November 1, 2014.  The i8 Mattress was installed on November 22, 2014. Ms. [redacted] called our Customer Service Center (CSC) on March 11, 2017 stating Mr. [redacted] was having comfort issues.  She wanted to know what we could do for her because she spent so much money.  We could replace the foam under warranty, if defective.  She asked about upgrading. Ms. [redacted] called our CSC on April 12, 2017 and explained 5 months prior she was sleeping and got a shock that pushed her off the bed and across the room.  She said she heard of another manufacturer was having a recall due to the adjustable bases shocking people and was concerned. We advised we have no such issues. We put her in touch with Leggett and Platt and they said the same.  Per her request, we noted her file that she said she was shocked.  This Select Comfort mattress model does not have any electronics or electrical conductors within it.  All electronics are housed in a pump module under the bed and is connected to the mattress with a plastic hose that is unable to conduct any electricity.  The electronics in the pump module has its output rated as a class 2 electrical circuit, which the National Electrical Code defines as a circuit that inherently limits incendiary and electrical shock events by physical power limiting devices.  The electronics modules are also NRTL listed for safety compliance. We cannot honor her request to replace the bed and assure that there is no way she could have gotten an electrical shock from our mattress.  Best regards,Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 11, 2016/01/21) */
January 20, 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 delivery. His beds were delivered on January 13, 2016. We understand that this was a tremendous inconvenience and appreciate his patience. We did apply an appeasement to his Visa as a token of our apologies.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2016/01/11) */
January 11, 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 customer service. This is not our normal mode of operation. We recently implemented a complete computer systems conversion, which affected her order.
We have credited Ms. [redacted]'s Synchrony financed account for $210 as a token of our apologies. Again, we are sorry for the delays and appreciate her patience.

Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2016/02/16) */
February 16, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [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. A Trial Return pick-up has been scheduled for February 18, 2016. Mr. & Mrs. [redacted]'s will receive a refund within 2 weeks of return. We regret we have lost Mr. & Mrs. [redacted]'s business.
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 5, 2015/11/04) */
November 4, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We credited Ms. [redacted]'s credit card for $131.09 twice - one for each set of Legs...

for a total of $262.18 on October 22, 2015. Ms. [redacted] was not charged for return shipping labels. We sincerely apologize for the delay in processing Ms. [redacted]'s refund.
Ms. [redacted]'s complaint regarding her mattress topper pad is confusing since the mattress model she has is the c2 and it does not have a foam topper pad in the design. We ask that she call us at [redacted] to clarify.
We apologize to Ms. [redacted] for the delays she is experiencing in reaching out to our customer service team. We understand that this is an inconvenience and appreciate her patience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/11/04) */

I am rejecting this response because:  So now the warranty is a limited 20 year.  It's funny how I keep hearing a little something new everytime.  The problem here is that the warranty was never explained to us in the first place.  As u said before, their last response was that the warranty is clearly stated in stores, on the receipt and in the owners manual.  We were never in a store, our receipt printed of the Internet explains nothing and we didn't get an owners manual.  Our circumstances are unique.  We fell through the Sleep Number cracks.  Yes I love the bed.  It's , wonderful, life changing.  That doesn't mean a problem couldn't develop.  The dip in the bed became noticeable a couple years ago.  I assumed it was part of what to expect from an air mattress.  I delayed calling because of that.  I had no idea it could just be the foam topper.  I understand they have a warranty and a warranty process, but that needs to be made very clear to every single customer.  I don't ever want anyone to be in our shoes, so I am passing along our story to every friend and social outlet I can.  My husband and I are both on Disability.  We struggle just to make ends meet.  We were lucky enough to have some extra money to buy the bed in the first place.  We chose a company we thought was fair and trusted.  We knew we could not be buying another bed anytime soon. The above response I found to be insulting and disrespectful.  I feel like that person is being a little condescending and rude.  I am not a child and I do not have limited understanding.  I am also not on trial here.  So they have no obligation to us, as customers we mean nothing.  If there is no obligation to us as customers then who are they obligated to help?  I'll be sure to pass that along to.  I worked in customer service retail for 23 years.  I would have been fired for this kind of treatment.  What happened to the customer is always right?  There are extenuating circumstances in every situation.  There are always exceptions to the rule and if we don't qualify for that no one does.  So apparently the product isn't as good as I thought, if the warranty is only limited in the first place.  Guess they don't really stand behind their product after all.  They talk about fairness and treating all their customers equally.  Hopefully I am not an example of that because they have done neither.  If I'm an example......  How the mighty have fallen.  I don't think we are asking for the impossible here.  It's a foam topper.  It's the right thing to do in our situation.  I don't know how that can't be seen here.  Sleep Number is certainly not the company I thought it was in quality, customer service or fairness.

May 7, 2016RE:        Mr. [redacted]Case # [redacted]Dear Revdex.com:Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].Our records show Mr. [redacted] purchased a Split King i8 Mattress, Split King FlexFit+ Adjustable Base...

and six accessory items on October 9, 2011.  The bed was delivered by our Home Delivery Set Up Team on October 20, 2011. Mr. [redacted] called our Customer Service Center on September 23, 2014 stating that his sidewalls were bowing.  We replaced the sidewalls and endwalls for him under his 20 Year Limited Warranty.   On April 27, 2016 Mr. [redacted] called in stating that the bed was leaning and squeaking.  Our representative tried to troubleshoot with Mr. [redacted] to find the root cause of the issue, but Mr. [redacted] did not want to work with her.  Without troubleshooting we wouldn’t know what is needed to resolve the issue.  The representative explained that the warranty for the adjustable base is held by the manufacturer, Leggett and Platt.  She went on to explain that he was provided with that information in his owner’s manual.  He got very upset with the representative and told her to fix the bed and requested a supervisor.  The representative explained that a supervisor was unavailable and offered to transfer Mr. [redacted] to Leggett and Platt.  He did not want to be transferred and ended the call.  Mr. [redacted] called our Customer Service Center again on May 2, 2016 and stated his issues once again. Our representative again tried to troubleshoot with Mr. [redacted] but he wanted a technician to come to his home. Due to the nature of the product, we do not typically send a technician to a customer’s home to do troubleshoot or replace parts. The Limited Warranty clearly states, “Customer maintains responsibility for installation of parts replaced under the terms of the warranty.” Since our components are lightweight, most customers do not find any difficulty in assembling, troubleshooting or replacing a component.  Of course we do understand individual situations and that not everyone can service their own bed.  That’s when we advise our customers to request the help of relative, friend or neighbor for assistance. Mr. [redacted] requested a supervisor but hung up before the supervisor got on the line.We would like to resolve Mr. [redacted]’s issues but in order to do so we will need him to troubleshoot the mattress.  Once we get a diagnosis we will replace any part deemed defective under the terms of his 20 Year Limited Warranty.  If he refuses to troubleshoot we are unable to assist.  Additionally, Mr. [redacted] will need to contact Leggett and Platt at ###-###-#### for any issue with his adjustable base.  They hold the warranty for the adjustable base and will take care of any issues for him.  He has been told this both times he has called in. Best regards,      Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2015/12/18) */
December 19, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he experienced in reaching out...

to our company regarding his concerns and delivery. We understand that this was a tremendous inconvenience and appreciate his patience. Mr. [redacted]'s new chambers and pump are scheduled to be delivered today, December 19, 2015.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/12/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Spending $3,000 on a bed and having the worst experience I've ever received with dealing with Sleep Number's customer service there should be more than it's delivered today. I haven't had this bed but little over a year, and not to mention having it replaced 4 times.. I was offered a tech to come out, and just got told that none we're available due to them being busy. I use to tell everyone to get a sleep number, and there is no way I wouldn't try my hardest to talk people out of it now!

January 29, 2018   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].    A family friend purchased a p6 Split King Mattress and Split King FlexFit Adjustable Base for Mr. [redacted] on September 22, 2013.  The bed was delivered to Mr. [redacted]’s home on October 3, 2013.   Mr. [redacted] is working directly with someone from Leggett and Platt regarding current issues with his adjustable base.   He is also working directly with one of our Customer Advocacy Managers.   He is covered under the 25 Year Limited Warranty.  Due to his purchase date, he is currently in the prorated portion of his warranty.   We will monitor and ensure all issues are fully resolved for Mr. [redacted].      Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2015/11/20) */
November 20, 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 has experienced in...

reaching out to our customer service.
We credited Ms. [redacted] Synchrony account for $265.00 on November 8, 2015.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This credit has yet to appear on our synchrony bank credit card account please confirm when this credit posted also the shipping was requested to be refunded as well. please let us know if that something you can handle as soon as possible the account was logged into today and did not show a credit of 265 .00? Please notify us when you have confirmed the credit has cleared.
Thank you
Final Business Response /* (1000, 14, 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, Ms. [redacted].
We credited Ms. [redacted] Synchrony account for $108.65 on November 4, 2015 and for $165.20 on November 8, 2015.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst

October 31, 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 Queen c4 Mattress, a Queen Modular Base, and a mattress pad on October 14, 2017.  The bed was delivered via our Home Delivery and Set Up Team on October 27, 2017.  Mr. [redacted] financed the $2161.48 purchase through Synchrony Financial.   On October 27, 2017 Mr. [redacted] called our Customer Service Center asking how to raise the head of the bed.  Our representative explained he had a modular base not an adjustable.  Mr. [redacted] got very upset stating that’s not what he ordered and hung up on the representative.  We have notes in his file stating he wanted the adjustable base but did not want to pay the extra money for that feature.   Mr. [redacted] called our Customer Service Center on October 30, 2017 and set up a return.  The mattress and modular base are scheduled to be picked up on November 17, 2017.   We don’t want to see Mr. [redacted] miss out on the benefits of a Sleep Number Bed and can most certainly revise the order to swap out the modular base for an adjustable base if he wishes.  Mr. [redacted] would be responsible for the difference in cost.  The modular base is $299.99 plus tax and the FlexFit1 Adjustable Base, which had the ability to raise the head, is $1999.99 plus tax.  Mr. [redacted] can contact us any time prior to the pick-up of the current product to process the exchange.   Best regards, Customer Advocacy Escalation Consultant

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'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) i10, FT Cal King,Matt for Adj Base-CA and FlexTop Cal King FlexFit3, Stone, 2Remotes was delivered January 23, 2016. We have appeased a set of sheets, and appeased $[redacted] towards their order. We hope this helps ease some of their frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/01/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They had agreed to take off $2000 off the purchase price of the bed.

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. Part of the issue was the extended time for someone to pick up (28) minutes and another 30 minutes she put me on hold. Very poor customer service. If I hadn't asked for a manager there would not have been resolution.