Sleep Number Corporation

June 28, 2016   Revdex.com of Minnesota & North Dakota   RE:        Mr. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].   Our...

records show Mr. [redacted] purchased a King Sage InBalance Duvet Cover, a pair of King Sage Duvet Shams, a Cobalt Blue Kin Comfort Dry Sheets and two King InBalance Pillow Protectors via SleepNumber.com on April 15, 2016.  The items were delivered on April 22, 2016 via UPS.   Mr. [redacted] chatted into our Customer Service Department and requested to exchange the Duvet Cover and Shams and ultimately ended up returning the items. The two items were sent back in one box and he was credited as if only one item came back.  Mr. [redacted] chatted and called into our Customer Service Department inquiring about the refund for the second item.  We had to set this up manually to get the additional refund processed.   We’re sorry the Sage Duvet Cover and Shams did not work out for Mr. [redacted] and sincerely apologize for the delays he experienced in getting his refund.  We show that the credit settled (transmitted from Select Comfort to his Discover Card) on June 25, 2016.  The receiving financial institution typically posts the credit within 5-7 business days.      Best regards, Customer Advocacy Escalation Consultant

March 31, 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 FlexTop King iLE Mattress with SleepIQ, a FlexTop King FlexFit 1 Adjustable Base, a FlexTop King Total Protection Mattress Pad, Home Delivery and Set Up Service and two sets of FlexTop King Smart Classic Sheets on February 22, 2017.  The bed was delivered on March 17, 2017.   Upon delivery our technicians discovered there was a packing error and the foam topper pad and the pillowtop cover were the wrong size.  The correct part and adjustable base were left at the home.  Once we received notification, we placed the order for the correct size parts.  The cover was delivered UPS on March 21, 2017.  Ms. [redacted] spoke with one of our Customer Advocacy Managers (CAM) and was offered a monetary appeasement for the inconvenience.  Unfortunately, our foam was backordered and when UPS attempted delivery on March 24, 2017, Ms. [redacted] refused the delivery.    On March 25, 2017 Ms. [redacted] spoke with one of our CAMs and in the spirit of good customer service, we agreed to take a return on the mattress, base and unopened accessories.  Both the adjustable base and accessories are final sale items; no returns are accepted.  The opened accessories have a 30 day exchange policy.  Ms. [redacted] did not accept the offer and ended the call. There were continued contacts with our CAM team.   Ms. [redacted]’s last contact with the CAM team was March 31, 2017.  Ms. [redacted] spoke with a CAM who scheduled the pick-up of the bed for April 10, 2017 and made an exception to take a return on the opened accessories as well.     At Sleep Number we strive for world class service and it’s obvious that we fell short of our goal.  This is definitely not the norm.  We’re terribly sorry for the experience and that we lost Ms. [redacted] as a customer.   Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2015/12/18) */
December 18, 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 purchases. We understand that this has been a tremendous inconvenience and appreciate their patience. Mr. & Mrs. [redacted]'s two refund credits: $9,964.06 and $971.99 settled on their American Express card on December 18, 2015.
Best regards,
Legal Correspondence Analyst

October 31, 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] went to our website on October 14, 2017 to purchase a King c2 Mattress as a Christmas gift.  At that time, we were having a system issue with the website pricing.   The website was showing the King Mattress starting at $899.99, which was actually the Queen size pricing.  As you progress through the system to checkout, the correct pricing for a King Mattress populates.   Ms. [redacted] is a very valued, long-time customer and we would like to allow her to purchase the King c2 Mattress only at the discounted price of $899.99 plus tax and shipping.  Because our system will not recognize such a steep discount, we ask that she call out Customer Advocacy Management Team at ###-###-#### to get the order processed.   The $200 off promo has ended, but we will extend the offer to purchase a King c2 Mattress only for $899.99 plus tax and shipping for two weeks.  Ms. [redacted] will need to contact us by November 14, 2017 in order to receive the discounted pricing.   We apologize for the error and appreciate Ms. [redacted] wanting to share the wonderful sleep experience that only a Sleep Number Bed can offer.   Best regards, Customer Advocacy Escalation Consultant

Final Consumer Response /* (2000, 10, 2016/01/19) */
Sleep Number delivered my bed yesterday. No other compensation has occurred. At this time the complaint can be closed.
Sincerely,
[redacted]

October 10, 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].   Our records indicate that Ms. [redacted] purchased her Sleep Number Bed on July 29, 2006 and had the bed delivered via our Home Delivery Install and Set Up Team on August 17, 2006.   Ms. [redacted] called our Customer Service Center on August 18, 2016 and stated that she had just moved and she believed that one of the men must have “muscled “ the female connector on the end of one of the hoses because it’s now loose and does not hold the air in the air chamber.   Our representative advised the entire pump would have to be replaced, we cannot just replace hoses.  Our representative erroneously replaced the pump under Ms. [redacted]’s 20 Year Warranty but this was not a manufacturing defect as Ms. [redacted] said the movers wrecked the connector.  It should have been purchased at full cost.    We will not be able to take a return on the product as all warranty replacements and component part purchases are final sales.  We make sure the parts are actually needed because of this.  Per the terms of her limited warranty, tampering with the pump by using a non-Sleep Number part on the hose has voided the warranty on Ms. [redacted]’s original pump.  It would be in her best interest to use the new pump she just received. Best regards, Customer Advocacy Escalation Consultant

I am rejecting this response because:  Despite having a policy of a non-refundable delivery charge, the service provided was terrible.  There was poor planning on not being able to take the old mattress when the new mattress was delivered.  The truck should have returned that day to pickup the old mattress.  Having to wait until for almost two weeks to have the old mattress picked up is not acceptable service.  I would not have paid the extra money to have my old mattress taken away if I knew I was going to have this level of service.Regarding the damage to the footbed, a salesperson (Trinity) at the Wauwatosa store connected me to customer service so there would be no record of filing a claim from my home or cell phone.  I did not ask about the status of my claim when calling the delivery service because customer service and delivery service are not typically the same departments within a company.I can contact customer service again regarding the footbed, but once again, this is not considered good customer service.

I am rejecting this response because: I am not a commercial sales or business. I have explained this to sleep number several times. They failed to inform me the day I purchased my bed that it was possible it would be considered a commercial sale. As I explained before, my place of employment provided me with $2,500.00 as an incentive, for health and wellness. I was given a voucher from my work, and it was given to Sleep Number in Bellingham, Dan [redacted], Sleep Number employee, informed us he would get it sent out to be processed, and we would need to come back a few days later to cover the remaining cost, He did not provide me with an agreement, or anything implying this was a commercial sale. Therefore, we completed our transaction, and proceeded to spend another $700.00 in bedding from the store. When we received the bed, the bed was set up, and the pump was broken.  I talked to a supervisor who informed me it would be sent next day air. When it did not arrive, I called back, three days later and he said it was however not ordered because he could not find my account. Even though when I talked to him the first time he said it was ordered. This company continues to lie to us, and now to you, the Revdex.com. I continued to explain to him I was not a commercial business. I paid CASH for the remaining cost of the bed, after the incentive was provided for my work. The bed is not used for business purposes. It is in my personal home. We are simply asking Sleep Number to honor what they told us when we bought the bed. There was no signed agreement. It was not till after the fact, Sleep number made it into a commercial sale. If Sleep Number does not want to comply and honor what was said, I will proceed to file a law suite.

Initial Business Response /* (1000, 8, 2015/12/16) */
December 16, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she experienced in reaching...

out to our company regarding her canceled order. We understand that this has been a tremendous inconvenience and regret that we have lost her business due to our company-wide computer conversion.
Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I lost a month of sleep because of their dishonest customer service department. I was lied to at the time I paid for the mattress on their web-site and they only offered something close to an honest reason for the delay when I was finally able to cancel my order. At the time I did cancel the order, they told me that it would have likely been another 6 weeks FROM THAT DATE before I would realize the product that I ordered. I am about to deliver a baby and literally lost a month of sleep while I was sleeping on a spare mattress and the couch. We ordered the sleep number because they were supposed to "be the best nights sleep" and after suffering a house-fire, that is all I could imagine. It was a nightmare and all they have to say is "sorry, computer malfunction". It's 2015. I don't buy it. These are the basis for class action. I ordered a mattress from a local dealer (not sleep number) and had it here in a couple of days. Sleep Number should come out with a press release that details the problems that they are causing and stop with it's deceptive advertising and/or sales practices. Their attempts to deal with this are unacceptable. I had to sit on hold for over 2 hours on 3 different occasions. How do I get that time back? How do I get that sleep back?

December 13, 2017 Revdex.com of Minnesota & North Dakota RE:  Mr. [redacted] Case # [redacted]  Dear Revdex.com:  Thank you for the opportunity to follow-up regarding he complaint of our customer Mr. [redacted].  Our position remains the same.   The sale Mr. [redacted] references was for Thanksgiving Day only. Mr. [redacted] chatted in to our Customer Service Chat Team and was advised the email promoting the sale was sent out early Thanksgiving Day and that the $800 the Sleep Number p6 bed with SleepIQ technology was only good for that day, November 23, 2017.  One day-online only sales have become the norm in the industry, especially during the holidays.  As previously stated, we apologize that Mr. [redacted] wasn’t able to take advantage of the Thanksgiving Day Sale and encourage him to watch for future sales.  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, Mr. [redacted].
We sincerely apologize to Mr. [redacted] for the delays he has experienced regarding...

his warranty order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which affected his order and delivery. We understand that this was a tremendous inconvenience and appreciate his patience. According to our records the warranty part is scheduled to ship by February 2, 2016. It will ship via UPS through customs and Mr. [redacted] can expect delivery of his component part within 2 weeks. We apologize sincerely for the delay in delivering the component part to Mr. [redacted].
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 10, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I ordered the pump 5 weeks ago. No contact whatever from the company. To now say I may get it 2 weeks from now, is unacceptable. I have been sleeping in my guest room since Christmas. I have called several times, emailed, chatted, etc. Still no response from the company. I have made a temporary fix and will now have to replace the entire bed. I had the payment reversed. Please tell the company I no longer want their pump. They can keep it.
ps. As I am writing this I am again on hold with the company's customer service line. The timer on my phone says I have been waiting over 15 minutes. I'm hanging up.

Initial Business Response /* (1000, 5, 2016/02/10) */
February 10, 2016
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We're sorry for the delays Ms. [redacted] experienced in reaching out to our company...

regarding her order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed her order. We understand that this was a tremendous inconvenience and appreciate her patience. Ms. [redacted]'s Sleep Number(r) Full cSE Mattress will be delivered within the next 2 weeks. We have applied a credit as a token of our apologies. We hope this helps ease some of her frustration.
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 6, 2016/02/10) */

I am rejecting this response because:  we were sold the bed as a package deal - with no details or information that the products were sold separately and could not be returned or exchanged.  Customer service is still terrible and they cannot change the fact that we wasted an entire day of our lives waiting for a delivery that never took place.  And for the company to say that a 12" mattress will work does us no good.  We are going back to the euro top mattress we had prior to the delivery of this sub-par bed from Sleep Number.  Those mattress are much thicker than 12" - AND the company is telling us we now need a rod to keep the mattress from slipping.  If I have to make modifications to the adjustable frame, what good is that?  Not good at all.  And I'm sure that Sleep Number will state that any modifications we made to the base will void the warranty.  Is Sleep Number willing to put that in writing?  That they will not void the warranty if modifications have to be made to the adjustable base?  Is Sleep Number will to accept the liability of that base safely accommodating a different mattress?  And are they will to guarantee that the base will hold the weight of a regular coil mattress without affecting the operation or damaging the mechanisms?In addition, none of the paperwork we received at the purchase has any initials or signatures on them.  Please provide proof that Sleep Number has signed and initialed documents from us.

Initial Business Response /* (1000, 9, 2015/12/17) */
December 17, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. [redacted].
We sincerely apologize to Mr. & Mrs. [redacted] for the delays they have experienced...

in reaching out to our company regarding their new remote. We understand that this has been a tremendous inconvenience and appreciate their patience. Their remote was delivered via UPS on December 17, 2015.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 11, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While I am grateful that Select Comfort finally sent me the remotes, I am still disenchanted with the company. It should not have taken almost 2 months to get replacement parts for an existing customer. Select Comfort has lost me as a customer, which is a shame because I love the beds. I can never trust this company again.

Initial Business Response /* (1000, 8, 2015/12/04) */
December 4, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms. [redacted].
We sincerely apologize to Ms. [redacted] for the delays she experienced in reaching out...

to our company regarding her canceled order and refund. We understand that this has been a tremendous inconvenience and regret that we have lost her business due to our company-wide computer conversion.
A refund for $1187.98 was credited to Ms. [redacted]'s American Express credit card on November 24, 2015. Please contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2015/12/07) */

Initial Business Response /* (1000, 5, 2015/10/21) */
October 21, 2015
Case # [redacted]
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].
Our records indicate that Mr. [redacted] purchased a Sleep Number(r) 5000 Queen...

Mattress and Modular Base, Standard Legs, two Pillows and Home Delivery Service at one of our retail stores on August 18, 2007.
Select Comfort's Limited Warranty at the time of Mr. [redacted]'s purchase, was a term of twenty years. The terms of the 20-Year Limited Warranty agreement were provided to customers at the point of sale. Under that agreement, we cover 100% of the cost of warranty replacement parts for the first two years. After the first two years, we cover a pro-rated share of the cost.
On July 28, 2015, Mr. [redacted] called our customer service with concerns regarding his remote display readings and said that he had just learned that he has a pro-rated warranty. Mr. [redacted] said that he needed some new parts, and was quoted the current (for the date of 7/28/15), pro-rated cost of a new cover (please note that this is the entire mattress shell, not just the zip-on top), a new topper pad and foam sidewalls. He said that he would speak to his wife and call back the next week, but never called again. I don't believe Mr. [redacted] has an air loss concern. A variance of 5-15 points is considered normal and Mr. [redacted] said that he was experiencing a 5 point difference in his display readings.
Under the terms of his 20-Year Limited Warranty, Mr. [redacted] currently has 48% coverage, so his pro-rated portion for a new cover would be $348.92; a new topper pad is $123.24 and a new set of sidewalls are $23.92, plus tax & shipping. This price quote is valid until Mr. [redacted]'s anniversary date of August 18, 2016.
We're sorry that Mr. [redacted] is disappointed regarding his limited warranty. A limited warranty is commonplace and a full warranty is almost non-existent in today's commerce.
Please feel free to contact me directly if you have any questions.
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/10/29) */
What Sleep Number says is true, however they left out some facts:
First I actually called a total of three times and I received the same reply all three times. The reply was although the bed has a twenty year warranty it is only a full replacement for the first 2 years.
Secondly when we purchased the bed (over $2400) the sale rep. did not tell us that
only the first 2 years are a full replacement and the remainder of the 20 years is prorated. Furthermore the warranty is not even mentioned until page 36 (last page) of the booklet that came with the bed.
Lastly, although it was a lot of money my wife and I made the decision to purchase the bed due to the good reviews we read, the "20" year warranty, and because of my Spinal Muscular Atrophy (a good night sleep is important).
I find their response incomplete and a total lack of a company standing behind their product.
Sincerely,
[redacted]

August 28, 2017   Revdex.com of Minnesota & North Dakota   RE:        Mr. [redacted] Case # [redacted]   Dear Revdex.com:   Thank you for the opportunity to respond regarding the complaint of our customer, Mr. [redacted].  ...

Mr. [redacted] purchased a King iLE Mattress with SleepIQ and some accessories on August 23, 2017 stating that he needed the mattress by September 1, 2017.  The bed was ordered to ship UPS Next Day Air per Mr. [redacted]’s request to ensure delivery by September 1, 2017.  Mr. [redacted] looked over the receipt prior to finalizing the transaction and proceeded with the order even after seeing that the cost to ship the mattress Next Day Air was $400.00.    Mr. [redacted] spoke with one our managers and the request to credit back the shipping fee was denied, but we did appease some accessories.    We are unable to honor Mr. [redacted]’s request for a refund as that shipping fee is what UPS charges Sleep Number to ship a mattress Next Day Air.   Best regards, Customer Advocacy Escalation Consultant

March 27, 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 Queen c4 Mattress, a Queen FlexFit2 Adjustable Base and a mattress pad on February 23, 2018.  The mattress and base were delivered via our Home Delivery and Set-Up Team on March 7, 2018.   We were contacted on March 13, 2018 and advised that Ms. [redacted] was having back pain with her new mattress.  Our representative sent out comfort solutions at no cost.  Mr. [redacted] called us prior to the parts being delivered to set up a return on the mattress, knowing the base was a final sale.  The return options were discussed, and Mr. [redacted] opted to have our Home Delivery Team pick up the mattress.  The pick-up is scheduled for March 30, 2018.   Per the Terms and Conditions of Sale, the customer is responsible for shipping product to the home and return shipping if a return is set up.  The shipping fees are non-refundable.   We cannot honor Ms. [redacted]’s request to waive the pick-up fee.  We have an obligation of fairness to all our customers and cannot make his request an exception.  Additionally, the refund for the mattress will be credited back once the product is checked in at the receiving facility. This process can take up to a week.  We’re sorry the mattress did not work out for him and wish him well.   Best regards, Customer Advocacy Escalation Consultant

February 20, 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 an I8 King Mattress with SleepIQ, a Modular Base, a Total Protection Mattress Pad, two pillows and our Home Delivery and Set Up Service on April 3, 2015.  Mr. [redacted] called our Customer Service Center on April 18, 2015.   February 12, 2017 Mr. [redacted] chatted with one of our Customer Service Representatives (CSR) about the functionality of his pump.  He said the bed was flat and the pump was not inflating it.  Our CSR walked Mr. [redacted] through the troubleshooting but the issue remained.  A new pump was ordered and it was set up to ship UPS Next Day Air.  Our CSR explained that Next Day Air means UPS will get the product to him one business day from when they receive it.  He also went on to explain that it could take 1-2 days to get to UPS.   Unfortunately, the pump was on backorder which delayed the product getting to UPS.  Mr. [redacted]’s pump was ultimately delivered on February 17, 2017.   At Sleep Number we strive for world class customer service and it’s obvious we fell short of that goal.   We cannot honor Mr. [redacted]’s request for a check for the full purchase price of the mattress.  We apologize for the delay and believe this matter is closed.   Best regards, Customer Advocacy Escalation Consultant

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 show Mr. [redacted] purchased a Queen p5 Mattress and Base set and a Queen Total Protection...

Mattress Pad on February 13, 2016.  The mattress pad shipped to Mr. [redacted] via UPS and the bed set was delivered by our Home Delivery Team on March 1, 2016. Our delivery truck was too full to take the old mattress away and Mr. [redacted] was asked to schedule a pick up date.  Mr. and Mrs. [redacted] are asking to have their home delivery fee refunded due to this and they state the footboard was damaged at delivery.  They also claim to have told us about this and state we never reached out to resolve. All calls in and out of our Customer Service Department are recorded.  The [redacted]’s have two numbers on file.  We listened to all calls incoming from and out to each number. On March 2, 2016 our Home Delivery Scheduler called Mr. [redacted] and the pick-up of the mattress was scheduled for March 11, 2016. Mr. [redacted] offered to leave the mattress outside due to meetings he and his wife had that day. There was no mention of any damage.  On March 10, 2016 Mrs. [redacted] called our Home Delivery Department and wanted a narrower timeframe window.  Again, there was no mention of any damage. Perhaps Mr. or Mrs. [redacted] called from one of our stores or from a number we don’t have on file.  We recommend they call into our Customer Service at ###-###-#### to start the investigation of the alleged damage claim. The cost of the Home Delivery Service is non-refundable. We will not accommodate Mr. [redacted]’s request to refund his Home Delivery. The service was provided for Mr. and Mrs. [redacted].  Compensation for the damage will depend on the outcome of the investigation into the matter. Best regards,      CS Correspondence Manager [redacted]