Sleep Number Corporation

I am rejecting this response because:
Please forgive me for being rude, as it is not my usual demeanor, but we have now spoken to about 7 people from this company and no one seems to understand what we are trying to tell them.  I feel like I am dealing with three year old children.  We are not disputing the fact that we owe return fees.  We are more than willing to pay the $179.99 return fees.  What we are disputing is the total amount of 359.97.  This would mean we are disputing the SET UP charge.  We were never given an option for set up.  We were never told that we could have the bed delivered, then set it up ourselves.  We were told this was INCLUDED in the cost of the bed and the only amount we would have to pay was the 179.99 return fee if we did not like the bed.  This was a huge error on the salesperson's part.  After reviewing the paperwork, it is also very unclear regarding set up fees.  Why were we not asked if we wanted to set up the bed ourselves?  We would have gladly done so.  It was not made clear to us that we had that option.  We understood that set up was included in the total cost of the bed, as was explained to us by the salesperson, and not a negotiable option.

December 2, 2017   Revdex.com of Minnesota & North Dakota             RE:  Ms. [redacted]   Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding he complaint of...

our customer Ms. [redacted].   Ms. [redacted] is currently working with one of our representatives to resolve her issue.  In reviewing the call, Ms. [redacted] no longer wishes to return the mattress and base.  We will be replacing parts for her and sending a technician to install.  Our representative is scheduled to connect with Ms. [redacted] on Monday December 4, 2017.    We believe once the parts have been installed all issues will be resolved.   Best regards, Customer Advocacy Escalation Consultant

February 23, 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 customer, Ms....

[redacted].    Ms. [redacted] purchased a FlexTop King c4 Mattress, a FlexTop King FlexFit2 Adjustable Base, and some bedding accessories on January 1, 2018.  The mattress and base were delivered via our Home Delivery and Set Up Team on January 12, 2018.       On February 19, 2018 Ms. [redacted] contacted our Customer Service Department to set up a return because she was not happy with the bed.  She was advised the adjustable base was a final sale item.       Per the Terms and Conditions of Sale, our FlexFit Adjustable Bases and bedding accessories are final sale items.  No returns or exchanges.  We have the signed and initialed Terms of Conditions of Sale (copy available upon request) acknowledging that the terms were read and agreed to. A rare exception was made to take a return on the base with a restock fee.    We cannot honor Ms. [redacted]’s request for a full refund less the two Home Delivery fees. We went outside policy to accept a return of a non-returnable item and the fee to do that stands. We’re sorry the products did not work out for her and wish her well.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 10, 2016/01/19) */
January 19, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he experienced in reaching...

out to our company regarding his order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected his order and delivery. Mr. [redacted]'s bed was delivered on December 29, 2015. We understand that this was a tremendous inconvenience and appreciate his patience.
In regards to Mr. [redacted]'s credit card, we do not believe it was ever in jeopardy, but understand his action was out of an abundance of caution.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 12, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Others buyers have reached out to our request of interest in a class action suit against the company. they have not resolved or tried to resolve issues for anyone but instead blame their "computer system"? 3 months of problems? really? My credit card was compromised and we are having the companies procedures looked into. They lie, they are sloppy and they do not take action when they have mistreated customers. they should not be in business with this attitude. we are spreading the word and already have prevented 19 potential buyers the pain we have gone through. additionally we purchased the IQ product and have had no information sent to us in regards to it. Another $299 down the drain with this company. This was purchased at the time of the original order. Either the company takes ownership of their mistakes, or the courts will help them to take ownership.
Final Business Response /* (1000, 16, 2016/02/03) */
February 3, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
We contacted Mr. [redacted] today regarding his SleepIQ and left him a voice message regarding his registration. We previously had a different email address and have now updated it to the one he provided to the Revdex.com. We will follow up with another call to Mr. [redacted] in case he needs any assistance.
Again, we apologize to Mr. [redacted] and appreciate his patience.
Best regards,
Legal Correspondence Analyst

I am rejecting this response because: This is the most falsified response anyone could write. Me and my husband can not believe not only were we lied to or should I say misguided through the sale of this bed we are continually being lied to. Everything within the sale to the finishing false response has shown me and my husband this is the most disgusting company all the way around anyone could come in contact with. What we are thankful for is we are both employed with the 2 largest employers in Oklahoma which means we are going to make sure every person as many persons we come in contact with we share our disgusting experience with the sleep number company from being misguided to being totally lied about what was exactly said within all conversations. With this being said word of mouth means a whole lot for a business if you are individuals or a company that does not believe that carma will come back around especially with people that work around hundreds of people everyday. In addition I want everyone that works for sleep number to realize if it wasn't for customers you wouldn't have a job right. If all you have to say is lies in your responses leave your responses to yourselves because obviously that's all the people of sleep number know how to lie to the customers. Everything said in that response is totally falsified statements. Thank you Revdex.com for allowing me to write the most truthful complaint and response.

Initial Business Response /* (1000, 11, 2016/01/25) */
January 25, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for any delays she experienced in reaching...

out to our company regarding her warranty concern. We understand that this was an inconvenience and appreciate her patience. Ms. [redacted] elected to cancel her order so her MasterCard was credited in full on December 23, 2015. We regret that we have lost Ms. [redacted]'s business due to our computer conversion.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 13, 2016/02/03) */

I am rejecting this response because: Sleep Number did not utilize next day air as requested to minimize the amount of time we have been without the product.  Regardless of companies response there is clearly an expectation from their online documentation that you would have the bed within 2 weeks.  The company had several opportunities to explain why my bed wasn't shipped and they chose not to--they could've made this right by expediting the shipping method but they chose not to.

November 8, 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 that Ms. [redacted] called into our Sales Department on September 2, 2016 to purchase a set of Stone colored Split King Lyocell Sheets over the phone.  She had a $100 certificate that our website would not take.  The remainder of the purchase was put on her Visa Card and he sheets were delivered September 8, 2016.    Ms. [redacted] emailed us on September 30, 2016 and told us that her sheets were torn.  Our representative replied that she needed more information as she owned more than one set of Sleep Number Sheets.   October 5, 2016 Ms. [redacted] responded that it was the Stone Lyocell Sheets that had torn.  Our representative replied asking for verification of the shipping address.  Ms. [redacted] responded the shipping address on October 10, 2016 and the order was placed.  We received notification that the sheets were no longer available and emailed Ms. [redacted] on October 13, 2016 to let her know her order was cancelled.  Because this was a warranty replacement order, there was no money attached to it.    One of our Customer Service Representatives called out to Ms. [redacted] in regards to a survey she filled out in regards to the incident.  He explained to her that the sheets had been backordered and then discontinued since her original order which led to the delay in processing.  He apologized and set up an order for the new Lyocell sheets.  They are currently in transit and, per UPS, should be received within the next two days.   We sincerely apologize for the frustration and inconvenience Ms. [redacted] has experienced and appreciate her patience.      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 delivery of his bedding.
Mr. [redacted]'s bedding was delivered via UPS November 12, 2015. We understand that this has been an inconvenience and truly appreciate his patience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

I am rejecting this response because:I still have no functioning bed.  Sleep Number neglected to mention that I was online the same day the bed was delivered chatting with Online Help.  He encouraged me to call the next day and was fairly confident someone would be out to set up the bed correctly that day.  After talking to numerous people at Sleep Number I was eventually connected to a man who was rude at best, but finally said he would try to have technicians come out later that day.  They arrived, stated they had no idea what the error codes were nor how to fix them.  I googled a video that showed what to do.  The bed did not work correctly that night.I have repeatedly called Customer Service relating the entire story every time and no resolution.  I did call Ligatt and Platt and was connected with a lady whose accent was so thick I could not understand her.  I contacted the store where I bought the bed and was told they would handle everything and Sleep Number would be contacting me....they did not and I wasn't contacted.  The manager was told and he assured me he would handle everything and call me every day to check on how things were going.  As he didn't call me the next day, I called him...he called me Saturday to see if Sleep Number had contacted me...they had not.  Though I left messages for the manager at the store at which he had been working and on his private cell phone he never called me back the following days as promised.  Sleep Number did finally reach out to me and a case manager has been incredibly pleasant assuring me that a new base would be delivered on the 18th.  I was called back saying they were also replacing the control box which they believe is not functioning correctly.  Until the bed is delivered and working correctly I do not consider this matter closed.

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 addressed and resolved today on June 3, 2015, with mutual...

satisfaction. We sincerely apologize to Mr. & Mrs. [redacted] for any inconvenience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Select Comfort Corp has completely satisfied all aspects of my complaint. [redacted], from Select Comfort was both helpful and apologetic. I have received and installed a new pump and remote control and they work great. I also appreciate the help of the Revdex.com is resolving this issue

July 7, 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 King p6 Mattress and Base and an additional remote on May 28th, 2012.  The bed was delivered by our Home Delivery Set Up Team on June 7, 2012.   Ms. [redacted] called our Customer Service Center on February 23, 2015 stating that she had been experiencing air loss for three months.  Our representative advised Ms. [redacted] to swap the hoses from one side of the mattress to the other.  In doing so we would be able to diagnose whether it was the pump or the air chamber causing the air loss.  Ms. [redacted] was asked to call us back with the results.  Ms. [redacted] called back into our Customer Service Center on March 5, 2015 and stated that the same side continued to lose air when the hoses were swapped.  Our representative gave her the prorated replacement cost and placed the order.  Our representative also explained there would be a 30 day guarantee on the replacement chamber and that it would be a final sale. Our representative failed to request the faulty chamber be returned to us.  Should a chamber fail within the first 5 years of ownership, our 20 Year Limited Warranty requires that the chamber be returned to us for quality assurance testing.  The customer is responsible for the return shipping.   Ms. [redacted] called our Customer Service Center again on December 17, 2015 stating she was again having air loss. Our representative gave the hose swapping instructions as well as capping instructions and asked that Ms. [redacted] call back with results in 24-48 hours. On December 18, 205 Ms. [redacted] called into our Customer Service Center and requested the closure caps.  Ms. [redacted] was again asked to call us back with the results of the troubleshooting.  The order was placed and the caps were received on December 24, 2015.   Ms. [redacted] called into our Customer Service Center on February 1, 2016 and the order was placed for the replacement air chamber under the terms of her 20-year Limited Warranty.  The air chamber was delivered on February 8, 2016.  A return label was sent so Ms. [redacted] could return the defective chamber to us.   Ms. [redacted] chatted in to our Customer Service Center on February 10, 2016 asking for a credit for the returned chamber. In reviewing the live chat session, our representative told Ms. [redacted], in error, that she would be getting a refund for the returned chamber.    Ms. [redacted] chatted with our Customer Service Center on April, 15th, 2016 looking for her credit.  It was explained to her at that time that the file was not noted with that information although it showed in the chat session.    Unfortunately, Ms. [redacted] had to call our Customer Service Center again on June 20, 2016 to inquire about her refund.  The representative apologized and reached out to our Finance Department to ensure the entry to credit Ms. [redacted] would be completed.   Select Comfort does not credit back funds paid for parts replaced under the limited warranty, and we sincerely apologize for the misinformation.  It is our goal at Sleep Number to provide world-class customer service and it’s obvious we fell short of that goal.  Because a credit was promised, we have issued a credit back to Ms. [redacted]’s MasterCard.  We show the credit settling on June 21, 2016.  It can take the receiving financial institution up to 7-10 business days to post the credit on their side.  If Ms. [redacted] has not seen the credit post to the MasterCard we recommend she contact the credit card company with any questions or concerns.    We are terribly sorry for the inconvenience the delay in resolution has caused.  Additionally, we will use this experience to further train our representatives to ensure issues of this kind do not affect any of our customers going forward.     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. & Mrs. [redacted] for the delays they have experienced in...

reaching out to our company regarding their bedding item 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 Comforters, CYPC, Down, Light Warmth, Queen were delivered via UPS on February 2, 2016. We, again, apologize for the delays in delivering their bedding items.
Best regards,
CS Correspondence Specialist

March 30, 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 that Mr. [redacted] purchased an i8 FlexTop...

Mattress, FlexTop FlexFit3 Adjustable Base, a King Contemporary Camelback Headboard only, and many accessories on February 3,2015.  The bed was delivered on February 18, 2015 and the headboard was delivered on March 1, 2015. Ms. [redacted] stated that she tried to get in touch with her Sales Person numerous times to discuss the measurements of the headboard.  Ms. [redacted] also stated we she was told the headboard would be 76 inches wide.  This is the width of the king size mattress, not the headboard.  Select Comfort doesn’t sell any headboard under 82 inches wide. Our Upholstered Products are all made to order.  The style and fabric is the customer’s choice.  As such, the Upholstered Products are final sales no returns or exchanges allowed.  The style Ms. [redacted] chose is our Contemporary Camelback.  This particular style is one of our widest headboards at 87 ¾ inches.  When delivered, if she felt there was an error, she could have refused the delivery.  Ms. [redacted] accepted the delivery of the headboard. Our Sales Professionals are expected to provide all prospective customers with the information necessary 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 stares at each register, and the return policy is printed on all sales literature advertising the respective products. We invite all prospective customers to read them, ask questions and understand them prior to 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 (copy available upon request) acknowledging he read and understood those terms including the following: Upholstered Beds Return/Exchange Policies: The Upholstered Bed Collection (e.g. upholstered headboards, sideboards and/or footboards) is not covered under the Sleep Number 100 In-Home Trial policy.  Because these products are made-to-order, all sales are final and no cancellations, returns or exchanges will be authorized or accepted. Ms. [redacted] stated that that she attempted to reach her sales person to no avail, yet she only contacted our Customer Service Department on March 15, 2016--over a year after the purchase date. This is our only record of her reaching out to us since March 5, 2015. The representative started to initiate the return, but then realized there were no returns on Upholstered Products and never finished the order. We will not accommodate Ms. [redacted]’s request for authorization of her Contemporary Camelback Upholstered Headboard. Best regards, CS Correspondence Manager  [redacted]

Initial Business Response /* (1000, 8, 2016/01/25) */
January 25, 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. Ms. [redacted]'s adjustable base was delivered on January 9, 2016. We understand that this was a tremendous inconvenience and appreciate her patience.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/02/04) */

May 11, 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 Mr. [redacted]’s experience and the damage done to her home during the...

installation of her Sleep Number® Queen Dual i8 Mattress with SIQ and Queen FlexFit1 Adjustable Base.  This is not our normal mode of operation. We realize this was a tremendous inconvenience and appreciate her patience.  We understand that sometimes accidents can happen and have prepared to resolve Mr. [redacted]’s claim.  We have a very thorough investigative process we follow regarding property damage that may as the result of installing our product.  Ms. [redacted]’s complaint was discussed today May 11, 2016 and she agreed to the resolution presented.  Our mission at Select Comfort is to provide World-Class Customer Service and while it is obvious that we fell short of that goal, Ms. [redacted]’s feedback will help us focus on opportunities to improve.  Best regards, Customer Advocacy Escalation Consultant

October 17, 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, Ms....

[redacted].   Our records indicate that Ms. [redacted] purchased a Sleep Number p5 King Mattress and Base, a set of 12 legs and a set of sheets on July 29, 2016.  The bed was delivered and set up by our Home Delivery Install and Set-Up Team on August 4, 2016.    Ms. [redacted] chatted in to our Live Chat Team on October 3, 2016 and advised that the frame keeps popping out in the middle.   Our Customer Service Representative (CSR) asked Mr. [redacted] to call the Customer Service Center (CSC) because we had additional questions that required a verbal conversation. Mr. [redacted] was also advised to not sleep on the base and to put the mattress on the floor (chat records available upon request).   On October 4, 2016 Mr. [redacted] called our CSC and said that when he was vacuuming the previous night (October 3rd) he discovered that the bed was popping apart in the middle and his end.  Our CSR set up the order to replace the entire base and was again told to put the mattress on the floor.  Our technicians came out to install the base and discovered two legs were missing and sent a request to our CSC to have the legs ordered.  Mr. [redacted] stated that there were 6 missing legs in his complaint.  The legs were delivered via UPS on October 12, 2016.   The first available date for the install was October 27, 2016 but our CSR/Scheduler was able to move the date up to October 21, 2016.   In Mr. [redacted]’s complaint he mentions that he discovered the bed leaning 3 weeks prior to contacting us yet he told our CSR it was the day prior to the phone call.  Mr. [redacted] spoke with our Digital/Social Media team and explained that he installed the new legs by himself but still has three boxes in the home.  Our CSR asked if he would like to keep the install date to have the technicians pick up the defective base and Mr. [redacted] declined stating it was not necessary.  Our CSR sent prepaid labels for Mr. [redacted] to ship them back himself.  Additionally, she appeased him on top of the original Home Delivery fee credit.  Mr. [redacted] thanked her for her help and wished her a good day.   We believe this matter to be resolved.       Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2016/01/04) */
January 4, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she experienced in reaching out...

to our company regarding her refund. Ms. [redacted]s refund for $1,551.34 settled on December 24, 2015. As a token of our apologies, we also credited her Home Delivery Return Service fee of $179.99 + tax = $196.64. We understand that this was a tremendous inconvenience and appreciate her patience.
Best regards, Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This would be acceptable, except I have not received the $196.64. Once this happens, I will be satisfied.
Final Consumer Response /* (2000, 15, 2016/01/20) */
Final Business Response /* (4000, 14, 2016/01/20) */
January 19, 2016
Case # [redacted]
Dear Revdex.com:
The $196.64 credit settled to Ms. [redacted]' Synchrony account the next day, on January 5, 2016.
Regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2016/01/25) */
January 25, 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 recent order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed her order. Ms. [redacted]'s bed was delivered on January 9, 2016. We understand that this was a tremendous inconvenience and appreciate her patience. We issued a credit to her Synchrony Financial account as a token of our apologies.
.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/02/03) */

Initial Business Response /* (1000, 5, 2015/11/13) */
November 13, 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.
Ms. [redacted] will receive a component part to help customize her comfort within the next 2-3 business days via UPS. We will also be contacting Ms. [redacted] to schedule an appointment for the installation of the new component.
We apologize for the wait. We understand that this has been an inconvenience and truly appreciate her patience.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company finally sent some people out today and it appears to have been solved. Thanks for your help.