Sleep Number Corporation

I am rejecting this response because:I paid $350 for the Select Comfort pump, so this was not covered by any warranty.  At $350, I would be very curious to learn what constitutes "full price" for this pump.

March 19, 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 FlexTop King i8 Mattress, a FlexTop King FlexFit2 Adjustable Base, and some accessory items on December 23, 2017.  The mattress and base were delivered via our Home Delivery and Set Up Team on January 2, 2018.  We were contacted afterwards and advised that the SleepIQ account was under Mr.[redacted]’s (her fiancé) brother’s account. Mr. [redacted] was advised that we would separate the accounts and that it would take 7-10 business days.  Sadly, it not happen as advised.  We apologize for the inability to resolve this issue sooner.                 On February 27, 2018 Mr. [redacted] called us wanting to exchange to an Eastern King.  The exchange order was processed and scheduled to be delivered March 13, 2018.  Ms. [redacted] called us on March 10, 2018 to set up a return on everything.  Our Case Manager advised that the adjustable base was a final sale item and set up the return on mattress.  Our Sales Professional went over the Terms and Conditions of Sale with Ms. [redacted] and Mr. [redacted] and he signed off agreeing to the terms (copy available upon request).  The terms state, in part, that all FlexFit Adjustable Bases are fil.   We have an obligation of fairness for all our customers and cannot make Ms. [redacted]’s request to return the adjustable base an exception.  The base can be used with non-Sleep Number mattresses so she can continue to enjoy the ability to raise and lower the head and/or foot of the bed.  We’re sorry the mattress did not work out for them and they find one that suits their needs.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2016/01/15) */
January 15, 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. Mr. [redacted] elected to cancel his order. We refunded his MasterCard in full on December 18, 2015. We understand that this was a tremendous inconvenience and regret that we have lost his business due to our company-wide computer conversion.
Best regards,

Legal Correspondence Analyst

May 22, 2017   Revdex.com of Minnesota & North Dakota             RE:  Ms. [redacted]   Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our...

customer, Ms. [redacted] .    Ms. [redacted] purchased a 7000 King Set in June of 2008.  When her account was set up for that order, a different address was on the main file than the address used for shipping.  Our system defaults to the address that the account was opened with.  This is why our representatives were having trouble finding her file and why her confirmations had the wrong address.  Once Ms. [redacted] let us know the wrong address was on her confirmation the order was updated.  Additionally, Ms. [redacted] was told that we could not remove the address and that confirmations would have the address the account was opened with.  The actual order was corrected.   At that time Ms. [redacted] purchased her bed, Sleep Number had Firmness Control Systems that had two wired remotes.  Sleep Number has since stopped manufacturing the wired units and now offers a single wireless remote with our Firmness Control Systems.  The remote has the ability to adjust both sides of the mattress with the push of a button.   In listening to all calls with Ms.[redacted]  the calls oddly dropped as our representatives were asking exploratory questions to help find her file.  Ms. [redacted]  should have been called back, but calls came directly into each representative after the odd disconnects.  We’re sorry for the experience and are using her feedback as a coaching opportunity to prevent this from happening going forward.  We consider this matter closed.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 10, 2016/02/17) */
Select Comfort Customer # [redacted]
RE: Ms. [redacted]
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
Ms. [redacted]'s delivery has been...

scheduled for 2/17/2016. We have appeased $[redacted] , and the appeasement settled to Ms. [redacted]'s Visa Card on 2/15/ 2016. Again, we understand that this has been a tremendous inconvenience and appreciate Ms. [redacted]'s patience.
Best regards,

CS Correspondence Manager
Initial Consumer Rebuttal /* (2000, 11, 2016/02/17) */

Initial Business Response /* (1000, 10, 2015/12/16) */
December 16, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they have experienced...

in reaching out to our company regarding their component order. We understand that this has been a tremendous inconvenience. The Topper requested will be delivered via UPS within the next 3-5 business days.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 12, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a sufficient response after having effectively lost two months of the three months we had to become satisfied with the bed or return it. As noted in the original complaint, we already waited two weeks in early October to complain to customer service as we were told by salespeople that it would be futile given the computer changes. Then, after exploring the topper solution with customer service on 10/19, we were promised receipt by the end of the month. If this had happened we would have had two months to test the topper correction, allowing sufficient time to either return the bed or to exchange it for another model. It would be in the company's interest to work with us, especially if we seek an exchange. But, the current proposed solution does not allow us time to either test the correction or to arrange for an exchange. Equally important, normal company policy appears to not permit a testing period with an exchanged model or to permit the return of an exchanged model. But this policy also assumes that we were able to exhaust remedies within the original 100 day period. In order to avoid returning the bed and giving up on Select Comfort by the end of this month, we need to make up lost time caused by delays by the company. Therefore, we at least need an extension of the trial period by another 60 days until the end of February, allowing us to fully test the topper solution or to return the bed. Furthermore, if we decide that the topper does not work for us and select to exchange the bed for another firmer model, we will need another trial period for the new/exchanged model, preferably at least 60 additional days from the date of delivery of the new model. The latter is a reasonable request as we could return the bed, even by the end of this month for example, and then purchase another model in a separate transaction that would permit another 100 days for a trial of the different model. Such a solution, however, would involve some customer service risk and a delay in actually having a bed to sleep on, especially if the company continues to have long delivery delays.
Thank you in advance for considering these proposed solutions in lieu of simply accepting receipt of the topper without time to work on these issues, especially during the holiday period when shipping delays normally occur and we face the end of the original trial period near the end if this month.
Final Consumer Response /* (3000, 18, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the response BUT I was the one who decided to return the mattress and in response Customer Service appropriately waived the pick up charge and the cost of retainer bars. We decided to return the mattress since on two occasions Select Comfort Corp violated Revdex.com response policy, seeking extensions in the time to respond to our complaint. As a consequence, consistent with our complaint, we had insufficient time to test the long delayed topper solution before our 100 day trial period expired. By not following Revdex.com policy for a timely response it gave us no choice but to return the mattress and find another solution to our sleep needs. This is just one more set of examples showing how inefficient and irresponsible the company is.
Final Business Response /* (1000, 16, 2016/01/05) */
January 4, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. [redacted].
Again, we sincerely apologize to Mr. & Mrs. [redacted] for the delays they experienced in reaching out to our company regarding their component order. The topper pad was delivered on December 21st, but Mr. & Mrs. [redacted] have elected to return their mattress for refund. As a token of our apologies, we are providing Home Delivery Return Service at no charge (scheduled for January 8, 2016) and shipped them 2 retainer bars to be used with a different mattress - one retainer bar has been delivered and one is scheduled to ship soon.
Best regards,

Legal Correspondence Analyst

Initial Business Response /* (1000, 13, 2015/12/07) */
December 7, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. [redacted].
Our records indicate that Mr. [redacted] purchased one Sleep Number(r) i8 Twin...

Long Mattress, a FlexTop King FlexFit 2 Adjustable Base, a mattress pad, a pillow, a pillow protector and Home Delivery Service at one of our retail stores on October 3, 2015.
In regards to Mrs. [redacted] reference to a "topper", this is a word we use to describe a foam topper pad component that goes INSIDE the mattress Cover. A foam topper is included in all of our mattress models except the most affordable model, the c2. Please note that we cannot manufacture our mattress covers (entire mattress shell in two parts zipped together) to be interchangeable because the zipper sides have to match perfectly. We cannot manufacture just the zip-on top half of the cover with only one side of a zipper. A customer cannot zip on the new top portion to their older bottom portion of the older mattress cover - the zipper sides will not match. Again, in regards to Mrs. [redacted]'s mention of a topper, it seems she might be speaker about the zip-on portion of the cover, which cannot be manufactured separately.
Under the terms of the 25-Year Limited Warranty 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. Mr. & Mrs. [redacted]'s 25-Year Limited Warranty does state in part,
"CLAIMS THIS WARRANTY DOES NOT COVER: Your warranty excludes claims for conditions arising from normal wear and tear including but not limited to mattress cover compression, foam compression, discoloration of parts or normal body indentations. This warranty does not provide coverage for claims related to comfort preference (e.g. "The bed feels too hard/soft."). The warranty does not provide coverage and will become void if claims are a result of damage caused by tampering with or modifications to any component including the opening of the Firmness ControlTM system or remote control. Damage caused from laundering or dry-cleaning the product or any part as well as damage caused by misuse or abuse including but not limited to stains, soil, burns, cuts, tears or spills or factors other than a product defect are also excluded under and will void this warranty. Lastly, this warranty does not provide coverage and will become void if damage is caused by acts of nature or relating to forces outside Select Comfort's control including but not limited to fire, flood or lightning damage or for damage caused by power surges."
Mr. & Mrs. [redacted] can review the complete 25- year limited warranty in their owner's manual. We hope that Mrs. [redacted] is enjoying her new Sleep Number mattress. We encourage Mr. & Mrs. [redacted] to contact us directly if they have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 15, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First 2 things I notice: #1: no apology for the way I was treated, for the misinformation (lies), fraudulent and/or HIGHLY deceptive selling practices, the problems getting my bed delivered, nor anything else. #2: no offer to do anything to make this right. Nothing!!! And they "hope I'm) enjoying my Sleep Number bed"? Are they kidding?? This ordeal is highly stressful which is adversely affecting my health!! What could possibly be enjoyable about that?!?
What horrible customer service!!! I absolutely do NOT accept this response. It does NOT address my grievances AT ALL. It only shows that what happened is worse than I thought. I was told I absolutely could replace the topper (meaning the foam pad insert, OF COURSE) any time I wanted. I questioned that with Desda and was repeatedly told and assured that was correct, the foam insert could be replaced as often as I wanted at my sole discretion. I have NEVER received the mentioned "owners manual," and I have NEVER received any copy of the warranty, not in any form. Therefore I cannot refer to it. Gee, I wonder why the manager, Chris, and Desda didn't give me one!!
I have NO IDEA what the legal analyst is talking about with the zipper part being attached to an older bottom portion of the mattress cover. Where that came from just confounds me. It has nothing to do with anything because I have never said anything about a mattress cover. I do not have an "older mattress cover." I had a memory foam mattress on my bed before this Sleep Number. It obviously has nothing to do with Sleep Number and has no zipper. I have no idea what all that is about. This just doesn't make any sense to me AT ALL. I have always been talking about the "foam topper pad component" that inserts into the mattress. Everyone involved has ALWAYS known that!! There was NEVER any question about that. Desda told me the "topper" could be inserted very easily - just zipped right in. So obviously, she knew exactly what I was talking about the whole time. Nothing was EVER said about a mattress cover. Desda told me I needed to purchase the mattress PAD "to protect the warranty." (Probably more deception.) But we NEVER discussed anything about a mattress cover.
Since I obviously cannot replace the "foam topper pad component" anytime I want as promised, and since that was the SOLE reason I agreed to buy the more expensive bed from Sleep Number AFTER being fraudulently told that the C2 model was no longer being made or sold by Sleep Number, I do NOT want this mattress nor any of the other items I purchased, especially since those items were purchased just so I could receive what I was led to believe would be an additional 20% discount on the mattress (which I did not get - only 20% off on the extra items!). I do NOT want the C2 model either. I will NEVER do business with this company again!
SLEEP NUMBER/SELECT COMFORT can send their delivery people to come and take this bed at MY convenience, pack it up, and get it and all the other items I purchased from Desda out of my house at FULL COST TO SLEEP NUMBER/SELECT COMFORT. (Note: their delivery people took all packing materials and boxes when they delivered and set up my mattress, so I don't have any. They will have to provide whatever is needed when they pick up these products and mattress. That's not my responsibility either!) I want a FULL REFUND for ALL items charged to my account. No Fees, nothing. This will be ZERO cost to me except for my time which I will never get back. I will NOT pay for return shipping or packaging in any form. And I Will NOT pack it up and ship it myself. This mattress and the products I purchased to go with it are NOT being returned because I simply changed my mind. They are being returned because of lies made by the manager and saleswoman at the Valley West Mall store. That is the responsibility of Sleep Number. If you hire and employ people who are THAT dishonest, there are consequences for that.
The manager and sales woman at Valley West Mall in Des Moines should be fired. Business practices like this are unconscionable.
I will be sure to tell everyone I know about the serious lack of customer service and the fraudulent and deceptive sales practices that Sleep Number obviously allows to take place!! (If you don't allow it, then fire these people!)
And, if anyone at Sleep Number wants to talk to me, THEY can call ME - and I WILL record the phone call!! I will NOT call them and sit on hold to talk to them. And if they put me on hold for more than 5 minutes after calling me, I will hang up. I won't waste any more of my time on them than absolutely necessary to get this stuff out of my house.
Final Business Response /* (4000, 17, 2015/12/18) */
December 18, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mrs. [redacted].
We sincerely apologize to Mrs. [redacted] for the delays she experienced in reaching out to our company regarding her concern. We understand that this has been an inconvenience and appreciate her patience. Mrs. [redacted] has elected to return her purchase for refund and understands that the Home Delivery Return Service may take several weeks to pick up her mattress. We are mailing her UPS pre-paid shipping labels to return her bedding items.
We're sorry the mattress has not worked out for her and hope she finds something that will meet her needs.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 16, 2015/12/08) */
December 8, 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 company regarding the delivery of her bedding.
Ms. [redacted]'s bed was delivered on November 16, 2015. Unfortunately, the sheet set is still on back-order. We will ship it out to her as soon as the item becomes available. We understand that this has been a tremendous inconvenience and truly appreciate her patience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 18, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not comfortable closing this case until I actually have at minimum a delivery date and valid tracking number for the remaining items.
Final Business Response /* (1000, 22, 2015/12/22) */
December 22, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
Again, we sincerely apologize to Ms. [redacted] for the delays she has experienced in reaching out to our company regarding the delivery of her bedding.
Ms. [redacted]'s sheet set was delivered yesterday, on December 21, 2015. UPS tracking # [redacted] - delivered to Front Door.
Best regards,
Legal Correspondence Analyst

February 20, 2017   Revdex.com of Minnesota & North Dakota   RE:        Ms. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].  ...

Our records indicate that Ms. [redacted] purchased a c4 Queen Mattress, Modular Base, Home Delivery Set-Up Service, and some accessories on January 7, 2017. The mattress was delivered via our Home Delivery Team on January 20, 2017.   Ms. [redacted]’s boyfriend called our Customer Service Center (CSC) on January 11, 2017 and asked if the Home Delivery technicians would remove the current mattress and our Customer Service Representative (CSR) explained they would.    February 5, 2017 Ms. [redacted] emailed us that she wanted to return the bed.  Our CSR explained the return options and advised she would have to call in to set up the return as returns cannot be processed via email.  Ms. [redacted]’s boyfriend called our CSC on February 6, 2017 to return the bed due to back pain.  Our CSR explained that we recommend having the bed in the home for 30 days prior to returning as our mattresses can take a while to adjust to.  Our CSR advised to call after February 18, 2017 and went over the return options.   Ms. [redacted]’s boyfriend said he would use the prepaid UPS labels ($29.99 per label) to send the mattress back.  He thanked our CSR for his help and said he would call back to set up the return.  As of yet, we have not gotten a phone call from Ms. [redacted] or her boyfriend.    Ms. [redacted] signed the Terms and Conditions of Sale (copy available upon request) acknowledging that she read and agreed to the terms including the following disclaimers:   Shipping and Delivery:  Comfort Service Home Delivery is available on selected products in selected areas.  Shipping and delivery fees are non-refundable  and do not include any return shipping/delivery service which is available for an additional charge.  Comfort Service Home Delivery outside our standard delivery areas may be available for an additional charge.   Returns:  Any permissible return must first be authorized by us.  No unauthorized returns are allowed.  Contact he Sleep Number Customer Service Center at ###-###-#### to obtain a Return Service Order (RSO) number before returning any product to us.  Once your authorized return has been completely received by us in good and sanitary condition, we will reimburse the purchase price of the items being returned less any return shipping/delivery fees.  Refunds are issued to the original method of payment within approximately 21 days.  Unauthorized returns will be destroyed with no refund or credit given.  You are responsible for the return shipping/delivery fees associated with returning or exchanging any product to us.  The full retail value of any gift-with-purchase promotional items will be deducted from any return refund unless such promotional items are also returned unless prohibited by law.   We’re sorry the bed is not working out for Ms. [redacted] and are still willing work with her to gain comfort. We do offer comfort suggestions and will customize at no cost to ensure our customers experience the best sleep possible.  Ms. [redacted] and her boyfriend did not take us up on the offer of a comfort kit.  The 100 Night In-Home Trial ends on April 30, 2017.  If Ms. [redacted] truly wishes to return the bed, she would need to contact us prior to that date.         Best regards, Customer Advocacy Escalation Consultant

I am rejecting this response becauseFirst I was told I would get 12 months interest free financing or I wouldn't get the replacement top and padding.  Who in their right mind would pay 29.99% interest rate when I could have purchased a new bed with no interest for 36 months or a new bed from Rooms To Go for 6 years no interest!  Second, they said I was transferred to the bank to ask for a better interest rate but the bank referred me back to Select Comfort who referred me back to the bank and so on.  I could not get a straight answer from anyone I talked with.  When I asked the person if they would purchase anything with a 29.99% rate I received no answer!  This company is dishonest and by their own admission, they sent me the information about the interest rate after the sale!  this is unacceptable and I want this entire incident to be available on the Revdex.com web site.

Initial Business Response /* (1000, 5, 2015/11/04) */
November 4, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. [redacted].
Our records indicate that Mr. [redacted] purchased a Sleep Number(r) i8 FlexTop...

King Mattress, a FlexTop King FlexFitTM 2 Adjustable Base, a Smart Classic Sheets set, a Total Protection Mattress Pad and Home Delivery Service at one of our retail stores on August 10, 2015. Mr. & Mrs. [redacted]'s mattress and adjustable base were delivered on August 22, 2015.
Our Sales Professionals provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our products. It's a highly structured process. Our Exchange and Return Policy and 25-Year Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register and all sales literature related to our FlexFit product reflects its no-return policy. All policies, the terms and conditions of sale and the limited warranty are available to anyone interested and we invite all prospective customers to read them, ask questions and understand them before making a purchase.
The Sales Professional who assisted Mr. & Mrs. [redacted] went over the terms and conditions of sale in detail and Mr. [redacted] signed their Customer Order (copy available upon request) as well as initialed the respective disclaimers relative to their purchase, including the Adjustable Bases Return/Exchange Policy:
"Adjustable Bases Return/Exchange Policy: The FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 Adjustable Bases are not covered under the Sleep Number(r) 100 Night In-Home Trial policy. All sales of FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 adjustable bases and/or Surround Silhouettes are final. No returns or exchanges will be authorized or accepted."
Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 Adjustable Bases. Mr. & Mrs. [redacted] did choose to return their mattress for a refund of $3,832.50, which refunded their credit card on October 1, 2015. We're sorry, we cannot accommodate Mr. [redacted]'s request for authorization to return their FlexTop King FlexFitTM 2 Adjustable Base.
We're sorry the mattress did not work out for them and wish them well.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not except this decision. The salesman at the Greenwood store stated to us when asked numerous times that we would receive a total refund. Regardless of what the paper work said that is not what the salesman said.
As stated to them numerous times [redacted] has cancer and
Did not read the entire contract. The salesman said that the initialed box had to do with the charge card we used.
Most people who buy these beds are older people on a fixed income when they spend 8000 dollars they expect the salesman to be honest.
The salesman is lying if he says he told us that we would not get our money back. My husband told him three times that we would not buy this unless we got a full refund. Maybe the dealer should send in a representive from the company to buy one and see what they are told.
The point is they will tell you what you want to hear to sell a bed.

Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].   Mr. [redacted] purchased a Split King i8 Mattress with SleepIQ, a Split King FlexFit3 Adjustable Base, our Home Delivery and Set-Up Service and some accessory items on...

March 5, 2017.  The bed was put on hold to be delivered to Mr. [redacted]’s new home on June 28, 2017.  The product did not come in for delivery and he had to be rescheduled for July 3, 2017.  Sadly, Mr. [redacted] was not notified of this and for that we are deeply sorry.  That is definitely not  the experience we want our customers to have.  We would have been able to work with getting a sooner delivery date had the product been available.   Due to stronger than forecasted sales, we are currently having issues with supply and demand. This has affected many customers and is currently resulting in reschedules and very long hold times.  Mr. [redacted] experienced a very long hold time while escalating to our Case Management Team and the representative he was working with offered to have someone call him back or allow Mr. [redacted] to hold on the line himself.  Mr. [redacted] found those options unacceptable.  The Manager then picked up and Mr. [redacted] ultimately cancelled his order.  In looking in his file now, we see a new order placed on July 1, 2017 and that he is scheduled to have the bed delivered on July 18, 2017.    We’re truly sorry for the experience, as it is not the norm, and are thankful that Mr. [redacted] has decided to give us another chance.     Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2015/12/21) */
December 21, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they have...

experienced in reaching out to our company regarding their two refunds. We understand that this has been a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted]'s two checks: $155.87 and $1,807.78 settled on December 3, 2015 and December 5, 2015, respectively.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 13, 2016/01/28) */
January 27, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We're sorry for the delays Mr. & Mrs. [redacted] experienced in reaching out to our...

company regarding their order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed their order. We understand that this was a tremendous inconvenience and appreciate their patience.
Mr. & Mrs. [redacted]'s Sleep Number Sleep Number(r) FlexTop King i8 and FlexTop King FlexFit2,Stone, 2 Remotes were delivered December 14, 2015.
On December 17, 2015 an order was placed to upgrade the FlexTop King FlexFit2, Stone, 2 Remotes to the FlexTop King FlexFit3, Stone, 2 Remotes at no additional charge.
On January 8, 2016 the FlexTop King FlexFit3, Stone, 2 Remotes was delivered and the FlexTop King FlexFit2, Stone, 2 Remotes was returned.
On January 11, 2016 a Sleep IQ data issue was escalated to our technical support team. The issue is ongoing and Ms. [redacted] will be notified when a resolution has occurred.
On January 12, 2016 the FlexFit Headboard Brackets, TXL/Kg/Spl Kg were delivered. Mr. & Mrs. [redacted] can expect a call within the next 7 days to schedule the installation of the headboard brackets.
These appeasements are a token of our apologies and hope this helps ease some of the [redacted]'s frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 15, 2016/02/08) */

Initial Business Response /* (1000, 6, 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].
Mrs. [redacted]'s complaint was resolved on August 8, 2015. We're sorry Mr. & Mrs....

[redacted] experienced a delay in receiving their bed and we apologize for any inconvenience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 8, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I WANT A FULL REFUND AND I WANT THEM TO GET THEIR BED OUT OF MY HOUSE. REFUND FIRST.
Final Consumer Response /* (3000, 15, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm still having issues with this company to come pick up their bed. It's never ending with this company.
Final Business Response /* (4000, 17, 2015/09/11) */
September 11, 2015
Case # [redacted]
Dear Revdex.com:
Mr. & Mrs. [redacted]'s bed is scheduled to be picked up tomorrow on Saturday, September 12, 2015. If they have any questions regarding their appointment, they should call Home Delivery at[redacted] or our customer service at [redacted].
Again, we are very sorry for any inconvenience.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2015/07/31) */
July 30, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
On September 4, 2012, Mrs. [redacted] purchased a c3 Queen Mattress and Modular Base,...

and UPS Shipping at one of our retail stores. Records indicate that there has never been a warranty claim on this bed before now. When Mrs. [redacted] purchased her bed, she had a 20-year limited warranty and a 30-night in home trial period. Sleep Number does not and has never offered a lifetime warranty on any of our products.
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 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. Mrs. [redacted]'s 20-Year Limited Warranty is also published in the Owners' Manual she received with her bed purchase.
On July 23, 2015, Mr. [redacted] called our customer service saying that he had done the troubleshooting and determined an air loss in the pump. Mrs. [redacted] then said that she had a lifetime warranty when she bought it. The Customer Service Representative (CSR) explained that under the 20-Year Limited Warranty 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. Because Mr. & Mrs. [redacted] are in their third year of ownership, we would cover 72% of the cost to replace any components. The CSR quoted Mrs. [redacted] a cost of $92.40 plus tax & shipping for a new pump (#116633).
Please note that there is no return for refund on components purchased under warranty. The 20-Year Limited Warranty covers repair or replacement of a warranted component only. All warranted component purchases are final with a 30-day limited warranty for any possible defects in materials or workmanship.
We're sorry that Mr. & Mrs. [redacted] are experiencing a warranty issue, but we cannot accommodate their request to replace their pump at no charge. We are willing to pay the shipping cost if they choose to replace their pump within the next 30 days.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regardless of how they train their sales representatives they do not tell you it is a 20 year limited warranty. We shopped at 2 different stores and heard the same sales pitch at both. We will not be sending you any more money or buying any products from you in the future.

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].
On January 23, 2016 Ms. [redacted] purchased a Tech-E, Storage Lap Desk, Green through...

our website.
We provide all of our 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 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.
A Trial Return has been set up as an exception to our return and exchange policy. Ms. [redacted]'s full purchase price for the Tech-E, Storage Lap Desk, Green will be refunded within 2 weeks of return. We regret we have lost Ms. [redacted]'s business.
Best regards,
CS Correspondence Specialist

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 bed.
Mr. [redacted]'s p5 King set is scheduled to be delivered on December 11, 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:
Per their own response.  Nowhere on the ad did it say the date that the 'Customer Advocacy Escalation Consultant' claims.  This nonsense about the subject line saying Happy Thanksgiving implies that the sale date is ludicrous.  By that logic, it would null and void the 'sale' of everything on the ad but it conveniently didn't?  That's the whole point of my complaint.  Everything else in the ad was honored except the promotion I picked.  Hmmm.  Isn't this the definition of a scam?  Sounds like several other people have had the same issue and were given a bait and switch option like I was.  I completely realize I'm a nobody and nothing will be done.  I also realize we are only talking an additional $200 discount but that's a lot of money for us peons.  It just stinks how easily this company can get away with scamming their customers.  Oh well, I hope other people read this and don't purchase their products.  Come on Revdex.com.  Stand up for the little people.   p.p1 {margin: 0.0px 0.0px 11.8px 0.0px; line-height: 15.0px; font: 11.9px Verdana; color: #000000; -webkit-text-stroke: #000000; background-color: #ffffff} span.s1 {font-kerning: none}

Initial Business Response /* (1000, 8, 2016/01/28) */
January 27, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they experienced in...

reaching out to our company regarding their recent bed order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed Mr. & Mrs. [redacted]'s order. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted] elected to cancel their order and their purchase price will be refunded in full within the next 5-7 business days. The settlement amounts will be $[redacted] on their Synchrony Financial account and $[redacted] on their MasterCard. We regret that we have lost Mr. & Mrs. [redacted]'s business due to our computer conversion.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 15, 2016/02/11) */
As of 2/11/16, I have not received any refunds. The bed was returned on 2/5/16.
Final Consumer Response /* (2000, 18, 2016/02/17) */
Final Business Response /* (4000, 17, 2016/02/17) */
February 17, 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 trial return. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their trial return. We understand that this was a tremendous inconvenience and appreciate their patience.
Mr. & Mrs. [redacted]'s Trial Return has closed and the full purchase price of their Sleep Number(r) Split King i8 Mattress and Split King FlexFit2 adjustable base has been refunded to Mr. & Mrs. [redacted]'s Synchrony Financial account and MasterCard. We regret we have lost Mr. & Mrs. [redacted]'s business.
Best regards,
CS Correspondence Specialist