Sleep Number Corporation

April 19, 2016 Select Comfort Customer # [redacted] 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 sincerely apologize to Ms. [redacted] for the mistake made in regards to the leg set she purchased.  There was confusion as we changed our Queen legs to a 9 leg set in 2014, and no longer has a 6 leg Queen set.  We understand that this was an inconvenience and appreciate her patience.    Ms. [redacted]’s complaint was discussed and resolved on April 19, 2016 with mutual satisfaction.  Per the request of Ms. [redacted], we are sending her an email of our offer. Best regards, CS Correspondence Manager

January 30, 2017     Revdex.com of Minnesota & North Dakota   RE:        Mr. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted]....

  Our records indicate that Mr. [redacted] purchased a King c4 Mattress with SleepIQ on January 4, 2017.  The bed was delivered and installed by our Home Delivery Team on January 17, 2017.    On January 20, 2017 Mr. [redacted] called our Customer Service Center (CSC) to return the bed because he was not comfortable.  Our Customer Service Representative (CSR) offered comfort solutions but Mr. [redacted] declined. Our CSR explained he was not authorized to set up the return as the bed had only been in the home for 3 days.  We request that our customers keep the bed in the home for 30 days prior to returning as it can take a while to adjust to the Sleep Number Mattress.  Mr. [redacted] requested that someone from our corporate office reach out to him to discuss this policy.    January 24, 2017 one of our Customer Advocacy Managers tried to reach out to Mr. [redacted] but she kept getting Mr. [redacted]’s voicemail.  She left a message stating that she would set up the return for him.  Our Home Delivery team will be picking up Mr. [redacted]’s mattress on January 31, 2017.    We’re sorry the mattress didn’t work out for Mr. [redacted] and we wish him well.     Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2015/11/12) */
November 12, 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 problem he encountered when ordering...

his mattress and the delays he has experienced in reaching out to our customer service and home delivery teams. We understand that this has been an inconvenience and truly appreciate his patience.
Mr. [redacted]'s Sleep Number p5 Eastern King Mattress is scheduled for delivery on November 14, 2015.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst

October 12, 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].   We had one of our representative reach out to Mr. [redacted] as requested and will be replacing the pillowtop and the foam topper pad.  We will proactively reach out to Mr. [redacted] a week to ten days after the parts have been installed to make sure all is well.  We believe this will resolve his issue.     Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 13, 2016/01/21) */
January 20, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We are so sorry for the numerous delays Mr. [redacted] experienced in reaching out to...

our company regarding his order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed his reorder and delivery. His reorder of an i8 FlexTop King Mattress was delivered on January 1, 2016. We have a new order set up to ship Mr. [redacted] a second remote and for our Home Delivery team to reprogram for the additional remote.
We understand that this was a tremendous inconvenience and appreciate his patience. We are mailing Mr. [redacted] an appeasement check as a token of our apologies. We hope the appeasement helps ease some of his frustration.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 15, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am in receipt of Sleep Numbers response to my complaint. Please allow me to reiterate. I purchased the bed on 11/23/15. THe first mattress delievered was sometime in December 15, but what was delieverd was a single king mattress when I had ordered the IS Flex top. Sleep number nerver admitted to their mistake and stated I had to pay an extra 800.00 to order that mattress. I paid the additional 800.00 in a cashiers check and the 2nd bed was to be delievered on 12/21/15 between 9:00 and 1:00pm. THe bed was never delieverd. No call nothing. I finally after waiting 45 minutes got in touch with customer service. They were not helpful and told me I had to wait until 1/1/16. FinallyI was told the bed would be delievered on 1/1/16, between the hours of 12:00pm and 7:00pm, It was delievered at 7:00pm. With all the waing I thought I should have been top of the list for delivery. I ordered 2 remotes for this bed and it only came with one. Now I have a 3 week wait for installation for the second remote. I paid 7k for this bed and I will not accept anything less than 700.00 as an appeasement check for my inconvenience. I am 85 years old and feel slighted by Sleep number because I have to wait another 3 weeks for installation of a second remoste. It doesnt make sense that I can only utilize part of of a 7 k bed since my purchase on 11/23/15. Also Sllep number needs to improve customer service because haveg to waiti time and time again to speak to a live person is ludicrous.

March 15, 2016
Select Comfort Customer # [redacted]
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].
We're sorry for the delays...

Mr. [redacted] has experienced in regards to his recent Sleep Number purchase. This is not our normal mode of operation. We understand that this was a tremendous inconvenience and appreciate his patience.
Mr. [redacted] ordered a Split King iLE Mattress w/SIQ and a FlexFit3 Adjustable Base on February 13, 2016. He order was delivered on March 1, 2016. Upon delivery it was discovered the Firmness Control System was not working properly and the installation technician called our Customer Service Center to place a replacement order. The order was placed UPS Ground, and for that we apologize. It should have been expedited. The Firmness Control System was delivered on March 10, 2016.
Mr. [redacted] chatted in the following day to troubleshoot the error code he was receiving. This is something we can walk him through via chat or by calling the Customer Service Center. He was having trouble so the Chat Representative emailed the troubleshooting instructions to Mr. [redacted]. Our installation technicians are scheduled to go out to the home to install the new system on March 24, 2016. We understand the appointment is further out than Mr. [redacted] would like and encourage him to reach out to our Customer Service Center for faster resolution.
In regards to the return of the FlexFit3, the information is correct. The adjustable bases are final sale items per the Terms and Conditions of Sale. Since Mr. [redacted] questioned the trial period, we would be more than happy to start his trial once the Firmness Control System issue has been corrected versus the delivery date.
Again, we truly apologize to Mr. [redacted] for the delay in resolution.
Please contact me directly if you have any questions.
Best regards,
CS Correspondence Manager

Initial Business Response /* (1000, 11, 2016/01/21) */
January 21, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
We are so sorry for the numerous delays Mr. & Mrs. [redacted] experienced in reaching...

out to our company regarding their return. Their bed was picked up on January 6, 2016 and the refund was applied to their credit card on January 7th. We understand that this was a tremendous inconvenience and appreciate their patience. We're sorry the bed did not work out for them and wish them well.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 13, 2016/01/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sleep Corporation did pick up the bed on 1/6/2016 but refused to provide a receipt for the pick up as the delivery personnel said one would be issued electronically. No receipt was ever received. We know they have the correct email as we are still receiving ads from them. I was able to confirm by calling our credit card company that there is an amount credited to our card on 1/11/2016. The amount is not what we anticipated. So while it might be correct, we need some documentation for the amount. We have tried via email and phone to request but have been ignored.
Is it possible that you can have them tell us what monies were refunded?
Final Business Response /* (4000, 15, 2016/02/03) */
February 3, 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 have experienced in reaching out to our company regarding their Trial Return refund. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their attempts to contact us. We understand that this was a tremendous inconvenience and appreciate their patience.
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.

100 Night In-Home Trial Policy: Unless your purchase is otherwise excluded as specified herein, the 100 Night In-Home Trial period begins the day your new Sleep Number(r) bed arrives at the (ship to+ address listed above. If, after sleeping on your new bed for a full 30 nights, you are not completely satisfied, contact us within 100 days of delivery to arrange for its return. Exclusions: The 100 Night In-Home Trial Policy does not apply to the purchase of demo, display, refurbished or Factory Outlet warehouse closeout mattresses, bases or sets. The 100 Night In-Home Trial
Policy does not apply to the purchase of Sleep Number(r) bedding collections or to any mattresses, bases, or sets received in exchange under an original 100 Night In-Home Trial purchase.
Returns: All returns must be authorized. No unauthorized returns are allowed. If you are returning your mattress, modular base or set purchase under the 100 Night In-Home Trial policy, you must contact our Customer Service Center ([redacted]) to obtain a Return Merchandise Authorization (RMA) number before returning the bed to us. Once your authorized return has been completely received by us in a good and sanitary condition, we will reimburse the full purchase price of the items being returned less shipping or Home Delivery Service & Setup fees. Refunds will be issued to the original method of payment within approximately 21 days. Unauthorized returns will be destroyed and no credit given. 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.
On August 29, 2015 according to our records, Mr. & Mrs. [redacted] purchased a Sleep Number(r) p5 w/SIQ, Cal King, Matt & Base-CA, Home Delivery set up service, and several bedding items for [redacted].
Sleep Number(r) p5 w/SIQ, Cal King, Matt & Base-CA for [redacted]
Home Delivery set up service for [redacted]
Bedding items for [redacted]
On January 6, 2016 our Home Delivery technicians returned Mr. & Mrs. [redacted]'s Sleep Number(r) p5 w/SIQ, Cal King, Matt & Base-CA
On January 7, 2016 we settled a refund with Mr. & Mrs. [redacted]'s Synchrony Financial account for [redacted]
[redacted] Cost of mattress and base + tax
-[redacted] Cost of Home Delivery return service + tax
[redacted] Total refund
The remaining balance of [redacted] was for the accessories, the initial Home Delivery set up service and tax.
Best regards,

CS Correspondence Specialist

Initial Business Response /* (1000, 5, 2015/11/20) */
November 20, 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.
We credited Ms. [redacted]'s credit card in full on November 10, 2015.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/11/23) */
Dear Sir,
Many thanks for the service you provided by obtaining my refund from the bed manufacturer. This issue is now resolved due to your help. This is now the second time your organization has successfully resolved a problem for me. I am very grateful.
Very truly yours, [redacted]

September 12, 2017   Revdex.com of Minnesota & North Dakota             RE:  Mr. [redacted]   Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding he complaint of...

our customer Mr. [redacted].   Mr. [redacted] purchased a FlexTop King i10 360 Smart Mattress and King FlexTop 360 FlexFit2 Adjustable Base on July 30, 2017.  The products were delivered on August 21, 2017.   Mr. [redacted] called our Customer Service Center and stated he was told the bed would adjust based on his sleeping position and his is not.  Our representative explained it will adjust to keep him at the sleep number he set the bed to.  Changing positions can alter the setting and RAT adjusts to keep it as set.  If Mr. [redacted] believes the bed is not making these adjustments our Customer Service Department would be happy to discuss and resolve.   Changes in the air temperature of the bedroom, body heat, and changes in sleeping position can cause the air pressure in the mattress to fluctuate. The 360 Smart Bed has Responsive Air Technology (RAT) to help maintain the Sleep Number setting in response to these changes and will automatically adjust to ensure the mattress maintains the chosen pressure.     Per the Terms and Conditions of Sale the 360 FlexTop2 Adjustable Base is a final sale item.  We will not be able to honor Mr. [redacted]’s request for a return.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2016/02/19) */
February 19, 2016
RE: Ms. [redacted]
Case # [redacted]
Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. [redacted].
Our records indicate that Ms. [redacted] purchased a Sleep Number p5 King Mattress...

and Base on September 29, 2015. Ms. [redacted] paid for her purchase using a Visa credit card. Ms. [redacted]'s mattress and base were delivered on October 3, 2015.

On December 19, 2015 Ms. [redacted] called to exchange to a FlexTop King Mattress with a FlexTop1 Adjustable Base. The mattress and base were delivered on January 14, 2016.

On January 26, 2016 Ms. [redacted] called in to return the mattress and base and was advised she was outside of the 100 Night In Home Trial Period and that the Adjustable Base was a final sale.

Ms. [redacted] signed her Customer Order Agreement (copy available upon request), acknowledging the terms and conditions of sale were fully understood; which included the following:
"100-Night In-Home Trial Policy: Unless your purchase is otherwise excluded as specified herein, the 100-Night In-Home Trial period begins the day your new Sleep Number bed arrives at the "ship to" address listed above. If, after sleeping on your new bed for a full 30 nights, you are not completely satisfied, contact us within 100 days of delivery to arrange for its return. Exclusions: The 100-Night In-Home Trial Policy does not apply to the purchase of demo, display, refurbished or Factory Outlet warehouse closeout mattresses, bases or sets. The 100-Night In-Home Trial Policy does not apply to the purchase of Sleep Number bedding collections or to any mattresses, bases or sets received in exchange under an original 100-Night In-Home Trial purchase.
Per the above, Ms. [redacted] had a 100-Night In-Home Trial on her purchase. Within the 100 nights there is the option to return or exchange. Ms. [redacted] chose to exchange on December 19, 2015. Once exchanged, there is no option to return or exchange again as "the 100-Night In-Home Trial Policy does not apply to the purchase of Sleep Number Bedding Collections or to any mattresses, bases, or sets received in exchange under an original 100-Night In-Home Trial purchase".
Ms. [redacted] refers to not having a warranty, but she actually has a 25 year Limited Warranty on her purchase. I have also have emailed the signed Terms and Conditions of Sale to the email we have on file.

We will not be able to honor a return or exchange of the mattress and base, but are more than happy to assist with any comfort issues.
Please contact me directly if you have any questions.

Best regards,
CS Correspondence Manager
Initial Consumer Rebuttal /* (3000, 7, 2016/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response you sent to us from Select Comfort Corporation is not for us but for a different customer with a different problem?
Final Business Response /* (4000, 9, 2016/02/27) */
February 27, 2016
RE: Mr. [redacted]
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 regarding his refund. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected our standard processes. We understand that this was a tremendous inconvenience and appreciate his patience. After an exchange and return of bedding, Mr. & Mrs. [redacted] have two Pillow Protectors ($30.06) and one Queen Total Protection Mattress Pad ($165.18) for a total of $195.24.
To be clear,
$2,394.31 original purchase
$ 195.24 - merchandise kept
$2,199.07 =
$ 375.42 - check refunds
$1,823.65 = refund owed
A check for $1,823.65 will be mailed to Mr. [redacted] and delivered to the Huntingdon Lane address within the 5-7 business days. This is being personally monitored and Mr. [redacted] has a direct contact in regarding this issue.
Best regards,
CS Correspondence Manager
Final Consumer Response /* (2000, 10, 2016/02/29) */

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

  Mr. [redacted] purchased a Queen i7 360 Smart Bed with a Queen 360 FlexFit2 Adjustable Base and some accessories on March 16, 2018.  The mattress and base were delivered via our Home Delivery Team on March 22, 2018. Mr. [redacted] called our Customer Service Center the following day to report an error code.  We were able to get our technician back out later that day.  Our technician called us to update that the bed was fully functional when he left the home.   On March 26, 2018 Mr. [redacted] called our Customer Service Center with error messages again.  Our representative did some diagnostics over the phone and the issue was resolved.  We also advised to plug directly into the wall versus a surge protector.    The store reached out to us on April 4, 2018 and April 5, 2018 regarding Mr. [redacted]’s error codes.  The Sales Professionals were told to have Mr. [redacted] contact Leggett and Platt to resolve the issues.  We’ve not heard back from Mr. [redacted] and his system currently appears to be online and functioning properly.   We cannot honor Mr. [redacted]’s request for a discounted price on the product.  We have an obligation of fairness to all our customers and cannot make his request an exception.  If Mr. [redacted] is still having error codes, we recommend he contact our Innovation Team at ###-###-####.  Additionally, he can reach out to Leggett and Platt directly at ###-###-#### as they hold the warranty for our FlexFit Adjustable Bases.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 17, 2015/12/14) */
December 14, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he experienced in reaching...

out to our company regarding his refund. A refund for $135.57 was credited to Mr. [redacted]'s Visa on November 4, 2015. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 19, 2015/12/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The business did in fact refund the money. However, I believe the business practices of this company are unacceptable. I ordered the product expecting receipt within a week as I was told it was not on back order. I waited 2-3 weeks for the product and contacted customer service to inquire. The representative stated that she did not know when the product will be shipped. I demanded to speak with a supervisor and was refused. I insisted still to avail. After a back and forth with the rep I then decided to just cancel the order and demanded a refund that day. It too about a week for them to honor the refund request and credit my card. It is interesting to me that they take the money the day the order is placed, yet wait a week to refund the customer's money. I will not do business with is company again.

Initial Business Response /* (1000, 11, 2016/01/20) */
January 19, 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 order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their order and delivery. Their bed was delivered on January 6, 2016. We understand that this was a tremendous inconvenience and appreciate their patience. We did apply an appeasement to their Synchrony account on December 16, 2015, as a token of our apologies.
Best regards,
Legal Correspondence Analyst

I am rejecting this response because: I was told by an employee of sleep number that my mattress was sinking in the middle due to not having a base that it would be bolted down to. I had to seek medical care for my back due to the back pain caused by the defect of the mattress. Since your company is unwilling to refund the delivery and pick up fees,  I will in fairness of me and other customers seek legal advice to stop the selling of defective mattress sold with the wrong base.

I am rejecting this response because:It is not fair to us. We spend over $8,000 for a bed that the promise to give me comfort. I don't consider that price as a sell. It didn't deliver that. The salesman job is to sell. They don't sleep on this every night. I know that this is a defective product. I should've have an option for something else. The service techs work for the company and I don't think they will act fairly in our  best interest. As I stated before, this is the worst mattress I have ever slept on. My husband was upset because of the runaround. Eventhough, the company is sending someone out here on 4/30,does not excuse the fact that this mattress is a defective piece of work. We should not wake up sore in the morning or have restless nights. We are not the only one that has a complaint about the sleep number beds according to the reviews.

Initial Business Response /* (1000, 10, 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 any delay she experienced in reaching out...

to our company regarding her warranty concerns.
Sleep Number does not actually have a repair service department, nor have we had one in the past. Due to the nature of our product, we do not typically send a technician to a customer's home to do troubleshooting or replace components. The limited warranty clearly states, "Customer maintains responsibility for installation of parts replaced under terms of the warranty." Since our components are lightweight, most customers do not find any difficulty in assembling, troubleshooting or replacing a component. Of course, we do understand individual situations and that not everyone can service their own bed. That's when we advise our customers to request the help of a relative, friend, or neighbor for assistance.
We have ordered Ms. [redacted] a new pump (with remote) and a new foam topper pad at no charge as a one-time exception to her 20-Year Limited Warranty. The components will be delivered via UPS in the next 4-6 weeks.
We understand that this was a tremendous inconvenience and appreciate her patience.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 12, 2016/01/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am grateful that they are sending me the foam mattress topper and box. But, I am 78 years old and my husband is 94 and we live in a senior community. I don't know anyone that can help me install these items. I was expecting someone from their store to come out and install these as I was told by A.J. the store manager, that he would have someone from the store come out and install these items and the mattress cover that I purchased. I would like to have the mattress cover and the foam put on my bed as I was promised by their employee. Thank you
Final Business Response /* (4000, 18, 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 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 Mr. & Mrs. [redacted] 's patience.
On January 11, 2016 Ms. [redacted] requested we send our technicians to install warranty parts that had been delivered to their residence.
Sleep Number does not actually have a repair service department, nor have we had one in the past. Due to the nature of our product, we do not typically send a technician to a customer's home to do troubleshooting or replace components. The limited warranty clearly states, "Customer maintains responsibility for installation of parts replaced under terms of the warranty." Since our components are lightweight, most customers do not find any difficulty in assembling, troubleshooting or replacing a component. Of course, we do understand individual situations and that not everyone can service their own bed. That's when we advise our customers to request the help of a relative, friend, or neighbor for assistance. Ms. [redacted] did inform us on January 28, 2016 that she had someone install those warranty parts for her.
On January 28, 2016 we set up a trial return for the Mattress Cover, Total Encasement, King purchased November 19, 2015. A pre-paid return UPS shipping label was mailed to Ms. [redacted]. A refund of $136.13 will be credited back to their VISA ending in [redacted] within 2 weeks of receiving the Mattress Cover, Total Encasement, King. We hope this helps ease some of their frustration.
Best regards,
CS Correspondence Specialist

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

in reaching out to our customer service and for the delay in the delivery of their replacement air chambers set. This is not our normal mode of operation. We recently implemented a complete computer systems conversion, which affected their order.
We are shipping Mr. & Mrs. [redacted] a set of refurbished air chambers via UPS Next Day Air. The set will ship out today or tomorrow. We truly appreciate their patience.
Please contact me directly if you have any questions.

Best regards,
Legal Correspondence Analyst

January 23, 2018 Revdex.com of Minnesota & North Dakota RE:        Mr. [redacted]Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted]. Our records...

indicate that Mr. [redacted] had been in touch with one of our Customer Advocacy Managers regarding to this complaint.  Mr. [redacted] was given erroneous price quotes regarding an exchange.  Our manager pulled the calls and called out to honor the quote he was given.  She gave him her direct contact number so he could discuss with his wife and call us back to process the order.  She states she did not hear from him.   The exchange is pending and we ask that Mr. [redacted] call in to process the order.  Due to the length of time since this was initiated, we can only hold the price quote out there for an additional two weeks.  Mr. [redacted] would need to contact us by February 6, 2018 should he wish to process the order.  We apologize for the confusion and are using Mr. [redacted]’s experience as a training opportunity to prevent such issue from occurring going forward.  Best regards,Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2016/02/01) */
February 1, 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 and trial return. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their order and trial return. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted]'s Sleep Number(r) FlexTop King c4 Mattress and FlexTop King FlexFit2, Stone, 2Remotes were picked up on January 20. 2016. A refund for their full purchase price of [redacted] settled with their Synchrony Financial account. We regret we have lost Mr. & Mrs. [redacted] due to our computer conversion.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 10, 2016/02/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I appreciate Sleep Number's response, the information provided is not entirely accurate as of 2/5/15. Our account has not been credited for a full refund. In fact, we are $908.61 short of a full refund. We made two separate purchases through them. The first order included a Flextop King C4 bed $1,949.99, King modular base $449.99, modular base legs $159.99, and mattress pad total protection $219.99 equaling $2,779.96 + $263.40 in tax for a grand total of $3,043.36 for our first order. Only $2,134.75 has been refunded leaving $908.61 that is still owed to us.
Our second order is the only order that has been fully refunded. It included a flex top king adjustable base for $1,499.99 + $114.19 in taxes.
We look forward to being fully refunded by Sleep Number and are not currently satisfied with their response. We hope this can be resolved in a timely manner.
Final Business Response /* (4000, 12, 2016/02/11) */
February 11, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We're sorry for the delays Mr. & Mrs. [redacted] experienced in reaching out to our company regarding their order and trial return. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected their order and trial return. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted] can expect a check via U.S. mail within the next 2 weeks. This will satisfy the full refund of their purchase price.
Best regards,
CS Correspondence Specialist
Final Consumer Response /* (2000, 14, 2016/02/12) */

Initial Business Response /* (1000, 5, 2016/03/09) */
March 9, 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 an m7 w/SIQ FlexTop California King Matt, FlexTop California King FlexFit2 Adjustable Base, and accessories on 9/6/2015. The bed was delivered on September 22, 2016.
Ms. [redacted] claims to have called prior to the end of her 100 Night In-Home Trial asking to exchange the mattress. All calls into and out of our Customer Service Center are recorded for quality assurance. We searched all records back to the purchase date, and found no calls coming into the Call Center during her 100 Night In-Home Trial Period. Actually, the only call into our Customer Service Center was on January 14, 2016 when Ms. [redacted] asked to return her mattress. She was advised at this time that her trial ended on 12/31/2015. There were three calls out to Ms. [redacted]. On 9/10/2015 we called out to schedule the delivery of the bed. On 1/25/2016 we called out per her request to have a Manager reach out to her. A voicemail was left for Ms. [redacted], but this call was never returned. On 3/3/2016 yet another Manager reached out per her request. Ms. [redacted] was advised, again, that she was outside of her Trial Period and could not exchange or return her mattress.
In addition to searching for phone calls, we also pulled all of her chat sessions. On 9/24/2016 Ms. [redacted] chatted in to say she was having issues with troubleshooting the Adjustable Base. We replaced the base under her Limited Warranty. The next chat session was on 1/14/2016 when she requested to return the mattress. On 1/15/2016 Ms. [redacted] requested to return not only the mattress, but the base as well.
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 Ms. [redacted] in detail and Ms. [redacted] signed her Customer Order as well as initialed each respective disclaimer relative to the items she purchased (copy available upon request), including the following:
"Adjustable Bases: The FlexFitTM or FlexFitTM Plus Adjustable Base is not covered under the Sleep Number(r) 100 Night In-Home Trial policy. All sales of FlexFitTM or FlexFitTM Plus Adjustable Bases, Surround Silhouettes and/or Headboards are final. No returns or exchanges will be authorized or accepted."
We will not accommodate Ms. [redacted]'s request for authorization to return her m7 w/SIQ FlexTop California King Matt, FlexTop California King FlexFit2 Adjustable Base as she did not request this within her Trial Period and the Adjustable Base is always a final sale item.
We WILL however work with her on her comfort issues. Ms. [redacted] just needs to let us know what those comfort issues are.
Best regards,
CS Correspondence Manager