Sleep Number Corporation

Final Consumer Response /* (2000, 12, 2016/01/12) */
With the help of the local Sleep Number store, the issue has been resolved. Please close this case.

June 5, 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]’s son called and spoke with one of our Customer Advocacy Managers on June 2, 2017 and the complaint has since been resolved to his satisfaction.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2015/09/09) */
September 9, 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 Mrs. [redacted] purchased a Sleep Number(r) i8 Split...

King Mattress (with SleepIQ), a Split King FlexFitTM 1 Adjustable Base, a Total Protection Mattress Pad, a Down-Alternative Pillow, a Memory Fiber Support Pillow and Home Delivery Service at one of our retail stores on April 30, 2015. Mrs. [redacted]'s order totaled $6,781.72 and was paid using a Visa credit card. Mr. & Mrs. [redacted]'s mattress and adjustable base were delivered on May 14, 2015 and the bedding products were shipped via UPS.
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] contends that she went over the terms and conditions of sale with them in detail and that Mrs. [redacted] signed their Customer Order (copy available upon request) as well as initialed the respective disclaimer relative to 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."
All of our calls are recorded. On June 2, 2015, Mr. [redacted] called our customer service requesting to exchange their i8 Mattress to the p6 King Mattress because of the aesthetics and an electrical smell coming from the mattress pump. The Supervisor Mr. [redacted] spoke with reminded him that his adjustable base was a final sale and that only the mattress would be exchanged, and Mr. [redacted] acknowledged it without hesitation. They also discussed that their 100-Night period would expire on August 22, 2015. An exchange was set up and their new p6 King Mattress (entirely new mattress with a new pump) was delivered on June 17, 2015. A credit of $1,086.13, for the difference in price was applied to their Visa.
On July 31, 2015, Mr. [redacted] spoke to the same Supervisor. They discussed the terms and conditions of sale and the fact that their Customer Order Agreement was signed at the point of sale.
On August 1, 2015, Mr. [redacted] spoke to different Supervisor who reiterated the same Adjustable Bases Return/Exchange Policy. Mr. & Mrs. [redacted] were provided a copy of their Customer Order showing that Mrs. [redacted] had signed and initialed the Adjustable Bases Return/Exchange Policy. Mr. [redacted] agreed that it is Mrs. [redacted]'s signature and initials.
Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 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 are compatible as well.
We're sorry, we cannot accommodate Mr. & Mrs. [redacted]'s request for authorization to return their King FlexFitTM 1 Adjustable Base. We are sorry that the two mattresses did not work out and wish them well.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Revdex.com,
We do not accept the response from Sleep Number Bed for the following reasons:
The source of the electrical smell (electrical pump which controls the FlexFit Frame) which was mentioned in our complaints both (verbal and written) has not been addressed. The smell emanated from the electrical pump upon raising and lowering the FlexFit Frame (not from the pump used to inflate and deflate the mattress) as indicated in the responses (verbal and written) from the company representatives. This potential safety/health risk (ex. Fire, harmful fumes) is not alleviated/resolved with the purchase of a mattress from any vendor (as suggested), because it is INHERENT in the product which we purchased from Sleep Number Bed (also, transported and set-up by their personnel). To suggest that there is not even a remote possibility that the FlexFit frame with attached pump, which we purchased from Sleep Number, poses the hazards which we have personally experienced is without merit. Re-calls are issued every day from manufactures because the product did not perform as originally thought or because there was an unexpected malfunction of a product. All of this occurs despite the best Quality Assurance and Quality Control measures which manufactures may implement.
Also, we would like to state that there are a number of inaccuracies in Sleep Numbers' response to our complaint, as it relates to the conversations which we allegedly engaged in with the various Sleep Number employees. We stand by our original correspondence and reiterate that for our health and safety, we would like the product removed from our home and a refund to be issued in the amount of $1999.99.
Thank you
Final Consumer Response /* (2000, 16, 2015/10/02) */
Final Business Response /* (4000, 14, 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. & Mrs. [redacted].
Mr. & Mrs. [redacted]'s complaint was discussed and resolved today on October 2, 2015, with mutual satisfaction.
We apologize to Mr. & Mrs. [redacted] for any inconvenience and wish them well. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

August 3, 2017   Revdex.com of Minnesota & North Dakota   RE:        Mr. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to follow-up regarding the complaint of our customer, Mr. [redacted].   Our position remains the same.  We apologize for the delay in getting out the parts.  Had they been available, we would have gotten them out sooner.   Our beds are component based so we offer many options to assist with comfort issues.  We know that comfort is unique to every individual, so we have additional components available to help our customers get the best sleep experience possible.  Our Comfort Team is highly trained in knowing if, and which, additional parts will help achieve the best sleep. They know that if one side of the mattress is higher than the other, only one lift is needed to level out the mattress.     Mr. [redacted]’s parts were delivered August 2, 2017.  Again, we apologize for the delay and know the additional pieces will resolve the issues.  We encourage Mr. [redacted] to reach out to our Customer Service Center should he have any additional questions or concerns.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2015/06/18) */
June 18, 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) 5000 King Mattress...

and Modular Base set at one of our retail stores on December 23, 2003.
Mr. [redacted] called our customer service on November 6, 2008 and on May 31, 2011, both times to complain that parts in his bed were broken down. We generously replaced components at no charge to Mr. [redacted], as an exception to his 20-Year Limited Warranty. Mr. [redacted]'s 20-Year Limited Warranty states,
"What is not covered:
Conditions arising from normal wear and tear. (Conditions arising from normal wear and tear include, but are not limited to: mattress cover compression, foam compression, or discoloration of components.)
Damage from tampering with any component or from opening the Firmness ControlTM System.
Damage from misuse or abuse of the warranted product or component.
Damage from laundering or dry-cleaning.
Acts of God, such as but not limited to lightening damage."
What we will do:
Select Comfort, at its option, will repair or replace the defective product or component at a cost to the original purchaser based on the following table. The "price" is the price of the defective product or component at the time the warranty claim is made, or the price of comparable product or component if the original product or component is no longer in production.
For example, if a warranty claim arises 12 years after the original purchase date, the cost to the original purchaser would be 68% of the price (that is, 20% plus 4% for each of the 12 years) and Select Comfort would be responsible for the remaining 32% of the price.
Select Comfort reserves the right to substitute products or components of equal or better quality, and to use or deliver refurbished products or components, in the repair or replacement of any product under this limited warranty.
We're sorry, we cannot accommodate Mr. [redacted]'s request for any component replacement again at no charge. Mr. [redacted] can call us at [redacted] to discuss his concerns and we will replace any components deemed necessary under the terms of his 20-Year Limited Warranty.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

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. Sleep number has reached out to me. I have received a new base to my bed with the warranty starting from the day it was delivered. They also are crediting my account for 3 payments because of my inconvenience and I guess not blowing my top at them. I tried being very calm and apparently this helped a lot. Thank you for your help.

May 26, 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] chatted with us on 4/24/17.  He asked if he could order a...

mattress over the phone or if he had to go to the store.  Our Customer Service Representative (CSR) said they could place the order via chat.  Mr. [redacted] gave our CSR his information, an account was created, and an order for a cSE Queen Mattress was initialized.  Mr. [redacted] left the chat. On 4/25/17 Mr. [redacted] went into our store and placed an order for a Queen cSE Mattress.  Later that day he called our CSC and asked to have a coupon applied to his order.  When our CSR typed in Mr. [redacted]’s information it pulled up the account just created via chat.  Our CSR verified the order and applied the coupon, said the store didn’t put through the payment, took his financing information and pushed the order through.  This created a second order.  It was not a revision/cancel of the order placed in the store. He called us and stated he got two emails and wanted to make sure he only had one order.  Each time he called and our CSR pulled up his file they only saw one order as there was one in each account.  The information was the same in each account—one cSE Mattress; one charge. Mr. [redacted] called again saying he was charged twice; our CSRs continued to say they only saw one charge.  One of our managers found that there were two accounts and verified via UPS tracking that both mattresses were delivered.  He never received the second mattress so we started a trace with UPS and advised that we needed a police report should they confirm it was delivered. Mr. [redacted] has decided to return his mattress.  We will credit back the funds for the second order once we have all the documentation.  We’re terribly sorry for the confusion and wish him well. Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2016/02/15) */
February 15, 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) Split King i10 Mattress and Split King FlexFit3 adjustable base was installed on January 5, 2016. We have applied a credit to Mr. & Mrs. [redacted]'s Synchrony Financial account. We hope this helps ease some of their frustration.
Best regards,
CS Correspondence Specialist

January 10, 2018   Revdex.com of Minnesota & North Dakota   RE:        Mrs. [redacted] Case #[redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].  ...

  Mrs. [redacted]’s case was escalated to one of our Customer Advocacy Managers and they resolved the matter with mutual satisfaction.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2015/12/23) */
December 23, 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 delivery of his order. Mr. [redacted]'s new Cover was delivered via UPS on December 14, 2015. We understand that this has been a tremendous inconvenience and truly appreciate his patience.

Best regards,

Legal Correspondence Analyst

Initial Business Response /* (1000, 11, 2015/08/26) */
August 26, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
Our records indicate that Mr. & Mr. [redacted] purchased a Sleep Number(r) c4 Queen...

Mattress with Sleep IQ, a Queen FlexFitTM 1 Adjustable Base, an Headboard Bracket, a Total Protection Mattress Pad, an In-Balance Layer, a Latex Pillow, a Down-Alternative Pillow, two In-Balance Pillow Protectors and Home Delivery Service at one of our retail stores on April 24, 2015. Mr. & Mr. [redacted]'s bed was delivered on May 7, 2015.
On May 19th, we sent our Home Delivery technicians team back to set up a complimentary Legs Kit and the Sleep IQ, since WiFi credentials had not been secured at initial delivery. The Legs turned out to be unnecessary.
On June 4th, Mr. [redacted] called customer service about the mattress shifting, so we sent our technicians team out to re-bolt the mattress to the base.
On July 22nd, Mr. [redacted] contacted our Customer Service department to say that his mattress was hanging over the side of his base. Our Customer Service Representative asked him to measure his mattress in 3 locations to see if it was a warranty issue. Mr. [redacted] said he was physically unable to perform the measuring and disconnected the call.
On August 5th, Mr. [redacted] called to say that the mattress was shifting again and wanted it "fixed." We shipped a new Cover (entire mattress shell) and sent our technicians back again to install the Cover on August 17, 2015.
The sliding of the mattress on 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. We do not believe this complaint is a defect in materials or workmanship; it is not a warranty issue.
Sleep Number does not actually have a repair service department, nor have we had one in the past. Due to the nature of our product, we do not typically send a technician to a customer's home to do troubleshooting or replace components. The limited warranty clearly states, "Customer maintains responsibility for installation of parts replaced under terms of the warranty."
Mr. [redacted] has told us that both he and Mrs. [redacted] are handicapped. While we certainly sympathize with Mr. & Mrs. [redacted]'s medical conditions, we do not design, 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 Mr. & Mrs. [redacted] would be best served by sleeping on a mattress and base designed for their unique medical/physical needs and encourage Mr. & Mrs. [redacted] to discuss their needs with their treating physician(s).
On August 7th, Mr. [redacted] declined our offer to take a return on his mattress and base. We will continue to honor Mr. & Mr. [redacted]'s 25-Year Limited Warranty on their c4 Queen Mattress and FlexFitTM 1 Adjustable Base, but we believe we have done all we can do to address this concern and will not be replacing parts (or sending technicians) again for this particular issue.
Please note that the offer presented to Mr. [redacted], to return only the mattress and adjustable base for a refund is limited to 30 days from today's date and will expire on September 26, 2015. If Mr. & Mrs. [redacted] elect to take advantage of this limited-time offer, there will be a Home Delivery Return Service fee of $179.99 deducted from the refund and the Home Delivery & Set-up fee will not be refunded. No return on bedding accessories.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfying to me but apparently I don't have a choice with this dishonest company but to accept that the resolution will never be to my liking and I will not get a refund. so this is over but I do want to say: to sleep number sorry I am not a genius and can not do math off the top of my head when you give me a refund price that includes me paying $400 but only give me one price that I am paying for which is pick up of 179$.  There would be no problem if from the beginning you would have verbally told me I would owe 405$ and why despite what is in your policy, be verbally up front with your customers. Then there would be no problem. I understand sleep number has its policies but I have never dealt with a most dishonest, dissatisfying company and this is not my first purchase for a mattress or large purchase. I will do everything in my power to make sure people know what a horrible company sleep number is and The poor quality of your over priced products. I hope one day you will be exposed, I know for sure you will only continue to have unhappy customers.

Initial Business Response /* (1000, 5, 2015/06/03) */
June 3, 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 and resolved today on June 3, 2015, with mutual...

satisfaction. We had intended to provide Mr. [redacted] with a full refund. We sincerely apologize to Mr. [redacted] for any inconvenience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They gave me a full refund i'm extremely grateful that Revdex.com does what it does! Thank you Revdex.com you guys are great! Thank you!

May 22, 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]’s bed has shipped and, per UPS tracking, all boxes but one will be delivered on May 24, 2017.  That box has a UPS tracking number but no movement since May 17, 2017.  The box has been reordered and expedited.    Per our Terms and Conditions of Sale, Sleep Number Beds are estimated to for delivery in our standard delivery areas within 2 weeks.   The email confirmation that Mr. [redacted] received is an auto-generated blanket email that states the bed will ship from our warehouse in 5-7 days, which is usually the norm.   The system did not know of the foam delay we are experiencing.   We truly apologize for the delay and are doing all we can to reduce our backlog and fulfill aging orders.     Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2015/12/07) */
December 7, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she experienced in reaching out...

to our company regarding her order and delivery. We understand that this has been a tremendous inconvenience.
Ms. [redacted] delivery and setup is scheduled for December 11, 2015. We truly appreciate her patience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

March 20, 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 customers, Ms....

[redacted].    Ms. [redacted] purchased a Half King DualTemp Layer from one of our stores on February 24, 2018.  Two days later Ms. [redacted] returned the layer to the store.  The store advised they would take care of it for her.  The following day the store contacted our Customer Service Center to get UPS labels to return the layer which was at the UPS store on March 3, 2018.  The tracking last shows the layer in West Columbia, South Carolina on March 6, 2018.  There is currently no further activity.  We need the product back prior to crediting a refund.   Ms. [redacted] contacted our Customer Service Center on several occasions and ended up connected to one of our Case Managers.  Our Case Manager explained the package is in limbo and worked with our Order Management Team to post the refund for Ms. [redacted].  The majority of Ms. [redacted]’s refund posted on March 13, 2018.  Our Case Manager contacted Ms. [redacted] to advise the remaining $60 will be coming back to her in the form of a check and set a follow-up to ensure the check was received.    We apologize for the frustration and inconvenience this has caused.  There should have been more investigation when we noticed no further movement at UPS since March 6, 2018. We will use Ms. [redacted]’s experience as a coaching opportunity to ensure we are doing all we can for customer resolution.    Kind regards, Lisa Marie [redacted] 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, Mr. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they have experienced...

in reaching out to our company regarding their recent order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their order. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted] can expect delivery of their FlexFit Headboard Brackets within 5 to 7 business days. Again, we would like to apologize for the frustration Mr. & Mrs. [redacted] experienced due to our computer conversion.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 7, 2016/02/10) */

Initial Business Response /* (1000, 8, 2015/12/04) */
December 4, 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 and refund. 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 20, 2015, Mr. [redacted]'s has received the following credits:
$128.73 11/10/15 Am. Express
$224.17 11/10/15 Am. Express
$1,180.01 11/10/15 Am. Express
$10,137.48 11/20/15 Check
Sleep Number and Synchrony Financial are separate companies. Due to federal laws protecting the privacy of consumer's financial information, Synchrony cannot provide or discuss our mutual customer's financial transactions or any other facts regarding their individual accounts. Sleep Number cannot cancel Mr. [redacted]'s agreement with Synchrony. We recommend Mr. [redacted] contact Synchrony directly at [redacted] with any questions.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

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.   The bed was delivered on Saturday March 11th at 2:30 pm.  This only happened because the sale rep that sold me the bed got involved and he contacted someone iin Scheduling and was able to make sure that they accommodated my request.   The two man delivery team was excellent and they communicated to me all day about the time they would be arriving.  It was after they installed the bed that they told me the team that was scheduled to deliver my bed did not show up for work and scheduling was going to reschedule my delivery but this team of drivers took my delivery instead so I give the delivery team high marks.   The scheduling team is the worst I ever dealt with and if it was not for Revdex.com getting involved I would still be waiting for the bed to be delivered.

I am rejecting this response because:
These are complete lies!  Watch the commercial. It shows the woman rolling onto her side and the bed adjusting to fill in the gaps. It does NOT do that.  Look at their print materials regarding this mattress. It said "senses movements and automatically adjusts". Again TOTAL LIES!!!  The salesperson even told us to buy the i10 mattress because it will adjust automatically when you roll to your side or start snoring. It doesn't do any of that!  If this isn't a latent example of false advertising, I don't know what is. There was never any mention of "responsive air" keeping the bladder inflated when the temperature changes. This was not what was described to is at any point of the research or sales process. We asked no fewer than 4 times if the bed adjusts automatically to our sleeping position and they said a resounding YES.  This is why we bought this mattress. The ONLY REASON we purchase this brand and this model.  Please watch the commercial and tell me if it doesn't show the bed adjusting automatically. I want a full refund!!!