Sleep Number Corporation

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're sorry for the delays Mr. [redacted] 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 delayed his order. We have credited Mr. [redacted]'s Visa the $24.99 he paid for the Tech-e Pillow at the store.
We understand that this was a tremendous inconvenience and appreciate his patience. We hope this helps ease some of his frustration.
Best regards,
Mary [redacted]
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 13, 2016/01/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

January 10, 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].    Mr. [redacted] purchased a Split King p6 with SleepIQ, a Split King FlexFit2 Adjustable Base and some accessories on October 5, 2017.  The mattress and base were delivered on October 28, 2017 via our Home Delivery and Set Up Team.   On October 30, 2017 Mr. [redacted] called into our Customer Service Center to return the mattress and base.  He was advised that the adjustable base was a final sale.  He said he was unaware of this and that he would take the matter up with the store.     Our Sales Professional went over the Terms and Conditions of Sale with Mr. [redacted] and he signed off agreeing to the terms and initialed by each bullet point pertinent to his purchase (copy available upon request).  The terms clearly state:   Adjustable Bases (FlexFit1, FlexFit2 and FlexFit3: Due to their unique handling and delivery requirements, all adjustable bases are excluded from any In-Home Trial Policy and are not returnable or exchangeable.  All sales of FlexFit adjustable bases are final.   We have an obligation of fairness for all our customers and cannot make Mr. [redacted]’s request to return the adjustable base an exception.  We’re sorry the mattress did not work out for Mr. [redacted] and wish him well.   Best regards, Customer Advocacy Escalation Consultant

I am rejecting this response because: what they do not state that we paid over 400.00 for the first replacment and felt that this was fair, has for the 30 day warranty how the heck do you now that pillow top is going to wear thin and make holes also I do not need a new bed just a new pillow top and remote.

May 24, 2016 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]’s damage claim was approved May 23, 2016, and the release paperwork will be sent to her to sign via email today May 24, 2016.  Once the signed paperwork is received we will start to process her check.  A representative from our corporate office reached out to Ms. [redacted] to advise of this update and offered to be her liaison.  Again, we’re truly sorry for the delay in resolution and know we will have this resolved shortly. Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 7, 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're sorry for the delays Ms. [redacted] experienced in regards...

to the delivery of her bed. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected her order. We understand that this was a tremendous inconvenience and appreciate her patience.
Our records indicate that Ms. [redacted] purchased a Sleep Number(r) i8 FlexTop King Mattress and Base on October 12, 2015. Ms. [redacted] wanted delivery on January 6, 2016. Unfortunately, she had to be rescheduled to January 21, 2016. We were unable to complete delivery on that day, but shipped the bed to directly her via UPS. Our technicians came to Ms. [redacted]'s home on January 27th and installed the bed. We credited her financing as a token of our apologies.
Again, we apologize that Ms. [redacted] was inconvenienced and wish her well.

Best regards,
CS Correspondence Manager
Initial Consumer Rebuttal /* (2000, 9, 2016/03/14) */

Initial Business Response /* (1000, 5, 2016/02/11) */
February 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 Mr. & Mrs. [redacted] for the delays they experienced in...

reaching out to our company regarding their recent bed order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed Mr. & Mrs. [redacted]'s order. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted] elected to cancel their order. The original purchase price has been refunded back to their Visa. We regret that we have lost Mr. & Mrs. [redacted]'s business due to our computer conversion.

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

to our customer service team. We understand that this was an inconvenience and appreciate her patience.
Ms. [redacted]'s complaint was discussed and resolved with mutual satisfaction. Her trial return pick up is scheduled for November 11, 2015.
We're sorry the bed has not worked out and wish her well. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/11/04) */

Initial Business Response /* (1000, 9, 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'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) FlexTop King iLE and FlexTop King FlexFit2,Stone, 2Remotes is scheduled for delivery February 6, 2016. We have authorized a check [redacted] as a token of our. We hope this helps ease some of their frustration.
Best regards,

CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 11, 2016/02/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated above, the bed was delivered on Feb. 6th, and it is very nice.
No check [redacted] has been received.
Our disgust with the way this was handled cannot be forgiven by this reply. I understand that things happen, but customer service was awful.
It is sad that something we had looked forward to for years turned into a nightmare.
The best part about all of this was the delivery, it took the two delivery men less time to set up our bed than it took to sit on hold for customer service or to receive a reply from your company.
We will not refer anyone to you, we will tell them to "run!"
Final Business Response /* (4000, 13, 2016/02/11) */
February 11, 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 regarding their refund. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their refund. We understand that this was a tremendous inconvenience and appreciate their patience. We have refunded Mr. & Mrs. [redacted] via check. They can expect delivery of the check via U.S mail within 2 weeks. Again, we apologize for the delays Mr. & Mrs. [redacted] have experienced.
Best regards,
CS Correspondence Specialist

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. I received the credit to my account.  I am not happy that I had pay interest on my account due their delay in processing the credit.  I will accept it but will not purchase from them again in the future nor recommend any family or friends to do so.

March 8, 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]. Our...

records indicate that Ms. [redacted] purchased a Twin Long p5 Mattress, a Twin Long FlexFit2 Adjustable Base and a Total Protection Mattress Pad on February 18, 2017.  The mattress was received in the store and the bed was scheduled to be delivered on March 4, 2017 via our Home Delivery and Set-Up Service.   On March 2, 2017 Ms. [redacted] was given notification of her four hour delivery window.   The delivery window is given to our customers once the route has been created and is typically done 24-48 hours prior to the scheduled delivery date.  Ms. [redacted] called our Customer Service Center (CSC) stating that that the delivery timeframe was too late for her.  Our Customer Service Representative (CSR) explained she could not change the timeframe because the route had already been created and timeframes given out and if Ms. [redacted] needed a different timeframe she would have to reschedule.  Our CSR stressed in looking for a different date Ms. [redacted] would lose the date of March 4, 2017.  Ms. [redacted] requested a different date.  When checking the schedule our CSR advised the soonest date we would be back in her area again was March 14, 2017 at which point Ms. [redacted] asked for a supervisor. Ms. [redacted] explained her situation to the supervisor and he reached out to our Routing Team and they were able to move Ms. [redacted]’s delivery date up to March 11, 2017.  Our supervisor stated that he would request a timeframe prior to 4:00 PM and let her know it was just a request, not a guarantee.  Although disappointed, she accepted the date. We use a route based delivery method meaning the routes set up are based on the location of our customers in regards to the HUB where we load the truck and the days we are in the area.  We’re terribly sorry for the delivery delay and want Ms. [redacted] to know we are doing all we can to deliver as soon as possible and within the timeframe she is looking for. Best regards,Customer Advocacy Escalation Consultant

October 5, 2017   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]  is currently working directly with one of our Case Managers and they have come to a solution with mutual satisfaction.    We apologize for the inconvenience and appreciate that he is continuing to work with us.   Best regards, Customer Advocacy Escalation Consultant

April 1,2016Revdex.com of Minnesota & North Dakota RE:  Mr. and Mrs. [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customers, Mr. and Mrs. [redacted]. Our records indicate that Mr. and Mrs. [redacted] purchased...

Split King iLE Mattress w/SIQ, a Split King FlexFit2 Adjustable Base, two Total Protection Mattress Pads and set of Split King Lyocell Sheets on November 27, 2015.  The bed was delivered via our Home Delivery Team on February 18, 2016. 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 Sales Professional went over the Terms and Conditions of Sale with Mr. [redacted] in detail and Mr. [redacted] signed the Customer Order and initialed each respective disclaimer relative to the items they purchased (copy available upon request), including the following: Adjustable Bases Return/Exchange Policy:  The FlexFit1, FlexFit2, and FlexFit3 Adjustable Bases are not covered under the Sleep Number 100 Night In-Home Trial Policy.  All sales of FlexFit1, FlexFit2, FlexFit3 Adjustable Bases and/or Surround Silhouettes are final.  No returns or exchanges will be authorized or accepted. Mr. [redacted] called our Customer Service Center on March 29, 2016 requesting to return both their mattress and adjustable base. Even though he signed AND initialed acknowledging he was aware of the Terms and Conditions of Sale, Mr. [redacted] claimed he was never made aware of the no-return policy on his adjustable base. He also stated on this call he was going to start a negative campaign against Sleep Number and take out a full page ad. A return for the mattress only has been authorized and Home Delivery Return Service is scheduled for April, 9 2016.  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 are compatible as well. We suggest a retainer bar to help hold the mattress in place. We will not be able to accommodate Mr. and Mrs. [redacted]’s request for authorization to return their FlexFit2 Adjustable Base. Best regards, CS Correspondence Manager  [redacted]

Initial Business Response /* (1000, 5, 2016/02/15) */
February 15, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they experienced in...

reaching out to our company regarding their recent exchange order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their order. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted]'s refund settled with their Visa on February 11, 2016. We have applied an additional credit to Mr. & Mrs. [redacted]'s Visa as a token of our apologies.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 7, 2016/02/16) */

Initial Business Response /* (1000, 18, 2015/10/02) */
October 2, 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) c3 California King...

Mattress, a Split California King FlexFitTM Plus Adjustable Base and Home Delivery Service at one of our retail stores on September 8, 2013. Mr. [redacted]'s mattress and adjustable base were delivered on September 20, 2013.
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.
Our "100-Night In-Home Trial Policy" 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."
On May 17, 2015, Mr. [redacted] purchased a Sleep Number(r) i10 Split California King Mattress to be used with his previously purchased Split California King FlexFitTM Plus Adjustable Base, which was delivered by our Home Delivery technicians on June 6, 2015. During the delivery, one of our technicians called customer service to report that Mr. [redacted] was demanding he take the c3 California King Mattress and provide a refund. Our technicians did NOT take Mr. [redacted]'s c3 California King Mattress.
A standard California King mattress is a one-piece mattress (72" x 84") and both sides of the mattress and base move together to elevate the head and foot position. A split California King set is composed of two mattresses and foundation bases measuring 36" wide x 84" long, together making one standard California King (72" x 84"). Split King adjustable beds allow each side to be adjusted independently.
It is apparent that Mr. [redacted] purchased his i10 Split California King Mattress so that each side of his bed could be adjusted independently. Mr. [redacted] could have, but chose not to return or exchange his c3 California King Mattress within his 100-Night In-Home Trial, which expired on December 29, 2013.
We're sorry, we cannot accommodate Mr. [redacted]'s request to return his c3 California King Mattress for a refund.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 20, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact that the business chooses to offer a 100 night return on a product that is inferior and not equal to a conventional matters, does not eliminate the bed (c3) is an inferior product. The fact that the business has chose not to offer any kind of credit to my account leaves me no other alternative. I will tell all of my family, friends and co-worker of my experience. Thank you.

December 11, 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] purchased a King p5 Mattress with Sleep IQ and a Modular Base on October 6, 2017.  The mattress and base were delivered on October 11, 2017.     On October 13, 2017 Ms. [redacted] called our Customer Service Center upset over the cost of the Sleep IQ and we set up a return for the SleepIQ Processor.  She also told our representative that the mattress did not feel like it did in the store but she was willing to give it a few more days to break in.   Three weeks later Ms. [redacted] called in to set up a return of the mattress and base.  Ms. [redacted] opted to have our Home Delivery Team come and pick-up the bed for the fee of $179.99.  The pick-up was done on November 20,2017 and the funds settled back to her financing on November 21, 2017.   We cannot honor Ms. [redacted]’s request to have the pick-up fee credited back.   We have an obligation of fairness to all our customers and cannot make her request an exception.  We’re sorry the bed did not work out for her and wish her well.   Best regards, Customer Advocacy Escalation Consultant

September 13, 2016   Revdex.com of Minnesota and 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].   According to our records, Mr. [redacted] purchased a Queen Single Chamber Ile Mattress only.  The mattress is shipping direct to the home via UPS.  The mattress has not shipped as of yet.   Mr. [redacted] claims his Sales Professional said the shipping would be free.  We are not showing free shipping on our promotion calendar but in the spirit of good customer service will credit back the shipping Mr. [redacted] was charged.   The entry to credit back the shipping cannot be made until the mattress actually shows as an asset in Mr. [redacted]’s account.  That will not occur until after the mattress has been delivered.    We’re happy to have Mr. [redacted] as a repeat customer and appreciate his business.   Best regards, Customer Advocacy Escalation Consultant

March 14, 2016
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].
Our records indicate Ms. [redacted] purchased a California King Memory...

Foam Set from QVC on December 27, 2013. Ms. [redacted] called in to our Customer Service Center on March 7, 2016 needing to replace the cover of her mattress. The costs of the mattress covers vary from model to model. Based on her purchase date, Ms. [redacted] Select Comfort will cover 72% of Ms. [redacted]'s replacement costs under the terms of her 25 Year Limited Warranty.
Ms. [redacted] states that she saw the "exact" cover listed on our website. Our website lists bedding accessories, but no component parts. If there was confusion and Ms. [redacted] was referring to a mattress pad, she can order that online, at our retail stores, or by calling our Customer Service Center. Should she need the actual mattress cover, that part can only be purchased through our Customer Service Center as we do not sell component parts online or in our retail stores. We're sorry, but we cannot accommodate Ms. [redacted]'s request for free replacement parts. We have an obligation of fairness to maintain for all of our customers and cannot make her request an exception."
Please contact me directly if you have any questions.
Best regards,
CS Correspondence Manager

Initial Business Response /* (1000, 8, 2015/11/16) */
November 16, 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. & Mrs. [redacted] for the delay of the delivery of their...

bed, which was on November 12, 2015.
The Home Delivery Technician called customer service to report that Mr. & Mrs. [redacted] refused delivery of the Sleep IQ (SIQ) option. The cost ($299.99 plus tax) of the SIQ will be credited to their credit card.
We understand that the delay was an inconvenience and truly appreciate their patience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2015/11/19) */
Select Comfort did come back after all the "threats" and set up an appointment for November 12th delivery, more than a month after purchase. Their website says 5 days.
Thanks for your help.
-[redacted]

June 19, 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 King c4 Mattress, Modular Base and an InBalance Layer on May 22, 2017.  At that time we were having a fulfillment issue with one of the components of the bed and had longer than normal lead times.  This is definitely not the norm and has affected numerous customers.  We were unable to expedite the order based on missing product.  We’re sorry if the notification of extended lead times was not conveyed at the time of purchase.   In looking at Mr. [redacted]’s file the bed has shipped and he should have received an email confirmation of this with the UPS tracking numbers.  He can certainly reach out to our Customer Service Center if he does not have the tracking numbers.  Per UPS, the last location of the bed was Sharonville OH as of 2:49 PM today, June 19, 2016. We’re truly sorry for the delay and are confident Mr. [redacted] will be sleeping well soon.   Best regards, Customer Advocacy Escalation Consultant

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. [redacted] for the delays he experienced in reaching out...

to our company regarding his recent bed order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed Mr. [redacted]'s order. We understand that this was a tremendous inconvenience and appreciate his patience. Mr. [redacted] elected to cancel his order and the purchase price was refunded back to Mr. [redacted]'s Synchrony Financial account and a check. Mr. [redacted] should expect to receive that check within the next 2 weeks. We regret that we have lost Mr. [redacted]'s business due to our computer conversion.

Best regards,

CS Correspondence Specialist