Sleep Number Corporation

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 Ms. [redacted] experienced in reaching out to our company...

regarding her order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed her order. We understand that this was a tremendous inconvenience and appreciate her patience. Ms. [redacted]'s Sleep Number(r) Full c2 Mattress is scheduled to be delivered via UPS by the end of the day February 18, 2016. Our Home Delivery technicians are scheduled to install the mattress on March 11, 2016. We have credited her account as a token of our apologies. We hope this helps ease some of her frustration.
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 8, 2016/01/26) */
January 26, 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 trial return. We understand that this was a tremendous inconvenience and appreciate his patience. We approved a return for refund of Mr. [redacted]'s mattress pad. We will refund his credit card upon receipt of the mattress pad as a token of our apologies.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)

January 10, 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.  All calls into and out of our Customer Service Center are recorded.  When Mr. [redacted] called us to order the parts, there was no mention of the interest rate of the Synchrony Financing.  Again, when he purchased the cover and toppers for his bed, all Mr. [redacted] asked was if he would be billed all at once, would he get terms or did he need to speak with Synchrony.  Our Customer Service Representative explained he would need to speak with Synchrony about the terms and gave Mr. [redacted] the phone number to reach them.  Mr. [redacted] ended the call by telling our CSR “You’ve been great!”   In his rebuttal, Mr. [redacted] questioned who would pay 29.99% when he could have purchased a bed with no interest.  Mr. [redacted] did not contact us to purchase a bed.  He contacted us to purchase component parts for his bed.  Most retail issued credit cards on the market offer a 29.99% interest rate.    We’re sorry, but we cannot honor Mr. [redacted]’s request to give him promotional financing terms on his recent order.  These are the terms of and conditions of the financing for which he applied and the paperwork stating this was sent to him after the purchase of the bed.   Mr. [redacted] can certainly try to take this up with Synchrony should he wish, but Select Comfort can do nothing about this.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2015/12/16) */
December 16, 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 the delivery of her bed. We understand that this was a tremendous inconvenience. Ms. [redacted]'s bed was delivered on December 12, 2015.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The bed was promised on December 11, 2015, not December 12th.
We have not received a written apology, as requested.
To add insult to injury, the delivery drivers damaged our brand new--as in, less than 2 hours in our home-bedroom furniture; we were promised contact by the company within 24-48 hours...and according to form, we've not heard anything from Select Comfort.
I've attached a picture taken December 12, 2015 while the delivery team was still on site.
Final Consumer Response /* (3000, 29, 2016/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please read more carefully: I did not infer the delivery truck drivers were circus performers.
And allow logic to guide your comments, lest they become even more libelous: The bed and foundation were delivered by two men; the voice in your recorded call belongs to one delivery driver, whilst the second delivery driver...who we heard talk with accented speech...stood by.
The interpretation of the damage having been buffed over and lacking rough edges and/or splinters was likely due to the fact that a heavy, yet smooth, object was just shoved across the bed frame.
I have included a copy of the invoice/delivery receipt.
Final Business Response /* (4000, 31, 2016/03/15) */
March 14, 2016
RE: Mrs. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mrs. [redacted].
Mrs. [redacted] forwarded the Delivery Ticket for her bedroom furniture. The invoice shows the furniture was also delivered on 12/12/2015. We have sent this information over to Xogistix. They do our Home Deliveries on the East Coast. They will be investigating the damage claim going forward and will reach out to Mrs. [redacted] to discuss their findings.
Best regards,

CS Correspondence Manager

August 29, 2016     Revdex.com of Minnesota & North Dakota   RE:        [redacted] & [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our...

customer, Mr. and Mrs. [redacted].   Mr. and Mrs. [redacted] have been working directly with one of our Customer Advocacy Managers and together they have come to a resolution that was mutually agreed upon.                                     �...⇄                                         ...⇄   Best regards, Customer Advocacy Escalation Consultant

October 31, 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].   Ms. [redacted] purchased her Sleep Number Queen m7 w/SIQ Mattress and Modular Base online with our Chat Team on October 14, 2016.  The bed was delivered via UPS on October 21, 2016.   Ms. [redacted] chatted in to our Live Chat Team October 25, 2016 around 9:00 AM CST and stated she did not get legs with her new bed.  Our Customer Service Representative (CSR) pulled up her order and advised that she did not purchase legs with her bed and went on to explain that the legs are listed as optional on the base page as well as on the legs page of our website.  Additionally, the modular base is designed to replace a box spring in a bed frame.  Our CSR let Mrs. [redacted] know she could order the legs right on the website.  Mrs. [redacted] then asked how she could ship back the bed and was told she would need to speak with our returns department and was given the phone number and hours of operation.  The chat was ended.   Approximately 50 minutes later Mrs. [redacted] chatted in again.  She was upset about the hold time and was advised that she should be close to the front of the queue, Monday and Tuesday are our busiest times of the week, and that we appreciate her patience.  The chat was ended.  We apologize for the long hold times.  We are coming off of our largest sales event and moving into the holiday sales time which is causing higher than normal call volume leading to longer hold times.    Ms. [redacted] called our CSC about a half an hour later and stated that she purchased her bed but it did not come with legs.  Our CSR once again explained that legs are an optional accessory that can be purchased.  Mrs. [redacted] told our CSR that the picture on the website shows legs and that she expected to get them with her base.  Our CSR offered to check with her supervisor to see what we could do to help.  When our CSR came back to the line she again explained that legs were optional and would need to be purchased but offered to cover the shipping for Mrs. [redacted].  This is when Mrs. [redacted] asked to be transferred to the returns team.   Mrs. [redacted] is a return customer.  She purchased a 3000 Queen Mattress and Modular Base on December 26, 2004.  The bed was delivered on January 4, 2005 via UPS.  Mrs. [redacted] filed a complaint with the Revdex.com at that time wanting compensation stating her salesman promised delivery in 24 hours. All of our beds are made to order so delivery in 24 hours is not possible.  The bed was delivered 9 days after she placed the order—well within our two week lead time.   Her request for compensation was denied.  On January 7, 2005 Mrs. [redacted] placed an order for our optional legs on our website.  The legs shipped to her via UPS.   Mrs. [redacted] is well aware that the legs do not come with the base and are an optional purchase.  We find her attempt to get free product unethical and will not honor her request for free legs or a no cost return.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2015/07/09) */
July 9, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to outline our perspective regarding the complaint of our customer, Ms. [redacted].
Our records indicate that Mrs. [redacted] (Mrs. is the complainant's...

mother and purchaser) purchased one Sleep Number(r) p5 Full Mattress and Modular Base, some bedding accessories and Home Delivery & Set-up Service at one of our retail stores on October 1, 2012. Mrs. [redacted]'s bed was paid for using a GE financed plan and was delivered on October 12, 2012.
Select Comfort's Limited Warranty at the time of Mrs. [redacted]'s purchase, was a term of twenty years. The terms of the 20-Year Limited Warranty agreement are provided to customers at the point of sale. Under that agreement, we cover 100% of the cost of warranty replacement parts for the first two years. After the first two years, we cover a pro-rated share of the cost.
On April 13, 2015, Ms. [redacted] called our customer service requesting to replace her Foam Topper Pad. This was the first and only time we had received a complaint from anyone regarding this purchase. Because Mrs. [redacted] is in her third year of ownership, we would cover 72% of the cost to replace the topper pad under the terms of the limited warranty. Ms. [redacted] got upset when asked to pay the pro-rated portion or $55.72 for a new topper pad.
Obviously, since Ms. [redacted] disposed of the bed, Sleep Number is unable to consider a return. We deem the trial period an adequate timeframe to honor a return. Mrs. [redacted]'s 30-night in-home trial period expired on November 13, 2012. We are sorry the mattress did not work out for Mrs. [redacted] and/or Ms. [redacted] and wish them well.
Please feel free to contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because the topper pad was not the only issue, but it was the mattress it had split in two. And I asked for a new mattress. And they said I would have to pay for it. I don't understand why I have to pay for a bed that is defective and it supposed to last for 20 years. And yes I did get rid of bed because I no longer could sleep on and continue to have back problems due to the mattress being split in two.
Final Business Response /* (4000, 9, 2015/07/13) */
July 13, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
To reiterate, Ms. [redacted] disposed of the bed. We are sorry the mattress did not work out for Mrs. [redacted] and/or Ms. [redacted] and wish them well.
Please feel free to contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

May 24, 2016 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]. Our records...

indicate that Mr. [redacted] purchased a Sleep Number® I8 Split King Mattress w/SIQ, a Split King FlexFit3™ Adjustable Base, and several bedding accessories on May 8, 2016.  Mr. [redacted] paid $9064.19 using a MasterCard and Synchrony Financing.  The mattress and base were delivered on May 19, 2016 by our Home Delivery Service Team. Mr. [redacted] states the bed didn’t work for him from the very first night.  Mr. [redacted] called out Customer Service Department on May 20, 2016 and explained his situation.  Our Customer Service Representative went over comfort solutions and offered to send additional foam to customize the bed for Mr. [redacted].  Mr. [redacted] accepted this offer.  Additionally, they spoke of exchanging the mattress to a firmer model.  Mr. [redacted] was very receptive to all suggestions and recommendations. Mr. [redacted] called two more times on May 20, 2016 questioning what the initial rep had told him.   He called our Customer Service Department on May 21, 2016 reiterating what was discussed on his prior calls.  On May 23, 2016 Mr. [redacted] called in to return the mattress, stating while it was comfortable, he did not want it.  He mentioned it was comfortable but did not work for him but Mrs. [redacted] really finds comfort.  He asked about exchanging and was upset that there would be a fee to have the Home Delivery Team come back out to the home.  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 his Customer Order as well as initialed each respective disclaimer relative to the items they purchased (copy available upon request), including the following: “…You are responsible for the risk of loss and for shipping fees for returning or exchanging any product.  Home Delivery Return Services are available at an additional cost.” We’re sorry the i8 Sleep Number Mattress is not working out for Mr. [redacted] and would like the opportunity to work with him to find a Sleep Number Mattress that will.  We cannot accommodate Mrs. [redacted]’s request to waive the Home Delivery Fees.  This is a not a complimentary service.  It is common for convenient services that require the high cost of fuel and labor to be priced accordingly.  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. The salesperson requires the copy of the Customer Order to be signed and each pertinent disclaimer initialed by the customer.  By signing and initialing, Mr. [redacted] acknowledged he was aware of the terms and conditions of sale.  Mr. [redacted] has already spoken with our Customer Service Department and asked that we note his file that he wants to return the mattress but does not want to pay the Home Delivery fees.  There are other options to set up a return.  We can send prepaid labels ($29.99 each) or address labels to use with the shipper of his choice—we could not quote a price for this option.  We will process Mr. [redacted]’s mattress return once he contacts us to process the return. Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2015/07/09) */
July 9, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
Mr. [redacted]'s complaint was discussed and resolved today with mutual...

satisfaction.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as they do what they said they would then select comfort has satisfied me.

Initial Business Response /* (1000, 13, 2016/01/27) */
January 27, 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 and delivery. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected his order. Mr. [redacted]'s bed was delivered on January 20, 2016. We applied an appeasement to his Synchrony account 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, 15, 2016/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Andy from the corporate office, listened to my concerns and help get the issue resolved. A delivery date was scheduled and they even called to reschedule to a sooner date. After reaching the right people things happened. I was a little disappointed that the company did not respond to this complaint process until after delivery. Hopefully they will reconsider their processes to make for a better experience for customers. I am happy with the final outcome.

June 14, 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].   We...

found a file with the address and phone number submitted on the complaint.  The name on the file is different but the information given in the complaint matches up with the notes in the file.    On March 20, 2015 a Queen p5 Mattress w/SIQ, a Queen FlexFit 3 Adjustable Base, a mattress pad and two pillows were purchased.  March 23, 2015 we received a call asking us to cancel the order due to our two week delivery lead time.  The status of the order allowed us to cancel the adjustable base off the order.  The accessories had shipped so we could not cancel and the mattress status did not allow for a cancel or return at the time.   The customer was advised they could return the accessories to the store and that we would cancel the mattress when the system allowed.   A stop payment was put on the check used for the purchase and the check was returned to us.  The accessories were refused but did not get checked in as returned which resulted in a claim to Certegy.   Due to an internal system conversion and personnel transitions, unfortunately, the claim did not get reversed when the items were checked in.  We are currently working with Certegy to get the documentation requested in the complaint and are deeply sorry for the error.   Best regards, Customer Advocacy Escalation Consultant

August 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 customer, Mr. [redacted].   Our records indicate that Mr. [redacted]...

purchased a Split King i8 Mattress w/SIQ, a Split King FlexFit3, 2 Twin Extra Long Total Protection Mattress Pads and 2 Specialty Pillows on May 16, 2015.  The bed was delivered via our Home Delivery Install and Set-Up Team on May 26, 2016.   Mr. [redacted]’s complaint states that the problem first occurred on June 16, 2016 and that he contacted Select Comfort on July 8, 2016, July 13, 2016, and August 4, 2016.  All calls into our Customer Service Center are recorded, as well as our chat sessions.  Our records show the first call from Mr. [redacted] was on August 3, 2016. This call came in from a phone number other than the phone number listed on the complaint.  Mr. [redacted] explained to the Customer Service Representative (CSR) that when his wife’s side of the bed raises the head and foot, the middle of the mattress sinks down.  Our CSR asked discovery question to try to understand what was happening and ultimately asked Mr. [redacted] to send in pictures to be able to better evaluate the situtation. Our CSR provided the email address and advised to send to his attention.  Mr. [redacted] said he would send the pictures when he got home.   On August 4, 2016 Mr. [redacted] chatted in asking for the email address again.  The CSR gave Mr. [redacted] the email address and offered a second email address so he could help him right there on the chat.  Our CSR waited 8 minutes then asked if Mr. [redacted] was still with him and ended the chat session when he got no reply.  There was no mention of the issue in the chat, just the request for the email address. We have yet to receive the photos at either email address.   On August 8, 2016 Mr. [redacted] called in from the phone number on the complaint asking for a supervisor right away stating no one is helping.  Our CSR asked if there was something she could do to help but Mr. [redacted] said it was the same thing he’d been telling everyone several times and he was tired of telling people the same thing.  Our CSR gathered Mr. [redacted]’s information so she could pass it along to the supervisor.  Mr. [redacted] disconnected before the connection went through.  This call was less than 4 minutes long.   There are no other points of contact by email, chat, or either of the two numbers mentioned above. August 9, 2016 we received the complaint about no one helping him.  We urge Mr. [redacted] to send in the photos and contact our Customer Service Center via the method of his choice.  We’re more than willing to help, but need further information and the pictures.  Mr. [redacted] is within the first two years of his 25 Year Limited Warranty and replacement of any defective product would be covered 100%.      Best regards,   Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2016/02/03) */
February, 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 company regarding her recent bed order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed Ms. [redacted] order. We understand that this was a tremendous inconvenience and appreciate her patience. Ms. [redacted] elected to cancel her order and her entire purchase price was refunded. We regret that we have lost Ms. [redacted]'s business due to our computer conversion.

Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 10, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response of my experience not their normal mode of operation and company wide computer system conversion is a bold face lie. I was told EACH and EVERY TIME when I had to call that my delay was due to supplies not being in. Why are they hiding behind the computer system conversion story? I find their statement false and they are not fooling anyone. While I did receive my refund it only happened because I pushed to find out where my money was. This entire experience has opened my eyes to what TRUE customer service is and Select Comfort needs to return to the basics of business and treat people the way THEY would want to be treated. I hope my experience helps save someone else from wasting their time and money with this company.
Final Consumer Response /* (2000, 11, 2016/02/05) */

Initial Business Response /* (1000, 8, 2016/01/29) */
January 29, 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 Mattress was delivered January 6, 2016. Their FlexTop King FlexFit2, Stone, 2 Remotes is scheduled to be delivered January 30, 2016 between 11:00 A.M. and 3:00 P.M. We have provided an appeasement back to their Synchrony Financial account. We hope this helps ease some of their frustration.
Best regards,

CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/02/08) */

I am rejecting this response because:As offered in the past correspondence the choice of materials as well as the poor workmanship and design in this pillow caused it's premature failure.   The result is that the pillow needs to be replaced well within their warranty.   Due to the high price paid and warranty their associate offered, the pillows outer cover should be immediately replaced under proper client services.   A look at all the other complaints against Sleep Number show the poor service they offer to all clients after purchase.  We will continue to pursue a replacement and use other social media sources to record our dissatisfaction.   If the Revdex.com needs to close the case, please mark it as unsatisfied and allow others including media to review their poor stance.   Thank you !

April 11, 2016 Revdex.com of Minnesota & North Dakota RE:  Mr. and Mrs. [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customers, Mr. and Mrs. [redacted]. Our position remains the same.  To reiterate, the terms of the Limited Warranty agreement are provided to customers at the point of sale. Under that agreement, we cover 100% of the cost of warranty replacement parts for the first two years.  After the first two years, we cover a pro-rated share of the cost. Replacement component parts are guaranteed from manufacturer defects up to 30 days from the customer receiving the component part.  If there is a defect after the 30 days, the warranty coverage will revert back to the original warranty. Mr. and Mrs. [redacted]’s cover was replaced under warranty on February 19, 2014 and they called to replace on March 25, 2016.  This was almost two years after the original replacement. Mr. and Mrs. [redacted] initially requested we replace the entire bed and is now requesting we replace just the pillow top cover and remote.  We have already agreed to do this for them.  We will replace the parts per our original offer of 50% off his out of pocket expense.  This offer is more than fair and, again, we will hold the offer until April 24, 2016.  Mr. [redacted]’s file has been noted with this offer. Best regards, CS Correspondence Manager  [redacted]

Initial Business Response /* (1000, 7, 2015/10/02) */
October 2, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
Our records indicate that Mr. [redacted] purchased a Sleep Number(r) 3000 Queen (Dual)...

Mattress and Modular Base, a Mattress Pad, a Mattress Protector and UPS Shipping at one of our retail stores eight years ago, on August 8, 2007. Mr. [redacted] paid $1,576.07 for his purchase.
Select Comfort's Limited Warranty at the time of Mr. [redacted]'s purchase, was a term of twenty years. The terms of the 20-Year Limited Warranty agreement are provided to customers at the point of sale. Under that agreement, we cover 100% of the cost of warranty replacement parts for the first two years. After the first two years, we cover a pro-rated share of the cost.
On September 3, 2007, Mr. [redacted] called customer service to report an air loss concern in one of his two dual air chambers and opted to switch to a queen single air chamber, which we shipped to him at no charge.
On October 18, 2013, Mr. [redacted] called our customer service asking for the cost to switch back to the dual air chambers and was quoted a price. Mr. [redacted] also reported that he had missing segments on his tethered pump's hand-held display and was quoted a price to replace his whole pump to the now standard wireless pump with wireless remote. Mr. [redacted] declined to replace any parts at that time.
We are willing to make a one-time exception to Mr. [redacted]'s 20-Year Limited Warranty by replacing both his tethered pump and single air chamber to a wireless pump and dual air chambers, at no charge. We will not be replacing the mattress cover. Discoloration or stains is not covered under the limited warranty. This is a one-time exception and any future warranty issues will be strictly handled under the terms of her 20-Year Limited Warranty.
A wireless pump and two queen dual air chambers will be shipped to the address Ms. [redacted] has provided with her complaint and they will also receive email confirmation at the email address provided. The pump and dual air chambers will be delivered via UPS within 2-3 weeks. Email notification will be sent when the products ship and we recommend that they utilize the tracking numbers to watch for the delivery.
We are sorry that Mr. [redacted] and Ms. [redacted] are experiencing a warranty concern. Please feel free to contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 9, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We were just looking for a functional mattress without having to pay to replace parts that became defective with normal use conditions. The limited warranty should say two years, not twenty.
However, we are completely surprised by this response from the company. We are relieved that our issue was not only heard, but investigated and resolved. :-)
There really aren't many large companies that can say they listen to the consumer. Thank you. We are both impressed with Select Comfort.

Initial Business Response /* (1000, 8, 2016/01/27) */
January 27, 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 warranty 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.
According to our records, on January 2, 2015 Mr. & Mrs. [redacted] purchased an X12, FlexTop, King Mattress and Adjustable Base with Home Delivery set up. They also purchased an Upholstered Bed K Ref Sidewing, Charcoal Chenille and bedding accessories. The X12 bed was delivered on February 4, 2015.
On January 3, 2015 an exception was made to allow an out-of-trial exchange on a Queen Dual Temp Layer that had been purchased December 7, 2013. The cost difference of $303.96 was appeased as was the Home Delivery set up/return fee.
On February 27, 2015 we sent our Home Delivery technicians to the [redacted]'s residence to troubleshoot connectivity errors. As a result of the troubleshooting we set up a no-charge warranty replacement for the DualTemp, HCS without Remote. There was no charge to Mr. & Mrs. [redacted] for the service call or warranty parts.
On March 14, 2015 the replacement DualTemp, HCS without Remote was installed and was operating normally when the technician left the Mr. & Mrs. [redacted]'s residence.
On March 25, 2015 we completed troubleshooting with the customer over the phone and appeased two remotes for their DualTemp layer.
On November 11, 2015 our Home Delivery technicians reinstalled the customer's X12 at the [redacted]'s new residence.
On December 17, 2015 we replaced 2 Remotes, FlexFit 3 at no charge.
On January 6, 2016 our Home Delivery technicians reinstalled the [redacted]'s X12 bed but were unable to resolve the cross-binding issue with Mr. & Mrs. [redacted]'s DualTemp layer.
On January 27, 2016 we appeased 2 DualTemp remotes at no charge. Mr. & Mrs. [redacted] can expect their delivery via UPS within the next 2-3 weeks.
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 10, 2016/01/18) */
January 18, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up 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 damage claim. Mr. [redacted]'s bed was delivered on June 3, 2014.
Mr. [redacted] was contacted directly by our Field Supervisor on January 4, 2016, regarding his damage claim. Again, we apologize for any inconvenience and hope Mr. [redacted] enjoys his Sleep Number bed.
Best regards,
Legal Correspondence Analyst

October 12, 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 indicate that Ms. [redacted] purchased a p6 King Mattress and Modular Base on our website on November 26, 2012.  The bed was delivered via UPS.   On January 17, 2013 we made a proactive outreach call to see how the bed was working for them.  They were very happy with the bed aside from the fact that it was too low.  Our Customer Service Representative (CSR) offered to send legs at no cost in the spirit of good customer service.  The legs were delivered on January 22, 2013.   September 28, 2016 Ms. [redacted] called our Customer Service Center stating the bed had a dip in it.  Our CSR walked her through troubleshooting.  Ms. [redacted] asked a man to come in the room to help her and he discovered that the foam topper pad was “squishy”.  Our CSR started the replacement order and explained Ms. [redacted] was covered at 68% under her 20 Year Limited Warranty and gave her a replacement cost of $172.79.  Ms. [redacted] questioned the warranty and our CSR explained how the proration portion of the warranty works.  Ms. [redacted] then said it’s not a “true” 20 Year Warranty.    This is our policy and warranty.  Just because Ms. [redacted] does not agree with our terms does not make it an “untrue” warranty.  We are taking care of Ms. [redacted] as promised and will continue to take care of Ms. [redacted] under the terms of her 20 Year Limited Warranty.      We have an obligation to fairness to all of our customers and cannot make Ms. [redacted]’s request an exception to that obligation.     Best regards, Customer Advocacy Escalation Consultant