Complaints

This profile includes complaints for Sleep Number Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sleep Number Corporation

  1001 3rd Ave S Minneapolis, MN 55404-1096

  
• 

  Sleep Number

  1 Walden Galleria Drive Space D219 Cheektowoga, NY 14225

• 

  Sleep number

  3 Wolf Rd Albany, NY 12205

• 

  Sleep Number

  275 Crocker Park Boulevard Westlake, OH 44145

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  Sleep Number

  1595 Glidewell Dr Ste 101A Burlington, NC 27215

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When we purchased our smartbed it was delivered without the chip that allows it to connect to the internet. The delivery guys said it would be fine without it and that we could connect via bluetooth. That was not totally correct. The bed has the Responsive Air technology that can only be turned on when the bed is online. We called and called about our issue because I have back problems and the Responsive Air was a main reason for purchasing our bed. Finally we got someone in service that said we had been misinformed and he would send us a new pump with a chip in it and someone would come install it. That worked for a little while. Now for close to a year it will not go online again. I have called numerous times to Sleep Number, only to basicly be gaslighted by customer service like its an issue on our end and not the bed. As you can see from numerous complaints they are selling faulty equipment that does not perform to expectations. I wake up every morning with back pains I never had before because the matress is not holding the air or because it constantly goes offline. All I want is for the bed we purchased to work like it is supposed to.

  Business Response

  Date: 09/26/2024

  September 26, 2024
  Better Business Bureau of ********* & ************
  RE: Case # ********
  Sleep Number Customer # ****
  
  Dear **********************:
  Thank you for the opportunity to respond regarding the complaint of our customer, *** ****.
  
  Bed is online, signal strength is below 40% customer was advise different ways to better his Wi-Fi signal. Bed is showing back online on our end, if he needs anymore help. Please reach out to customer service.
  

  Best Regards,
  Executive Team Consultant  

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Sleep Number bed under the impression that it was returnable within 100 days. We were never informed that the adjustable base was non-returnable and never informed that it would cost us $250 to return the mattress. A responsible, ethical business would make these policies known to the customer prior to purchase. It feels deceitful and fraudulent that the sales person would not proactively disclose this important information, especially when a customer is agonizing over the decision to spend almost $8000. We are a middle income family and spending this amount of money is not taken lightly. We were convinced by the salesperson that we had nothing to lose because of their 100 day return policy. My husband suffers from back pain and we made the decision to sacrifice other needs in order to make this purchase. We figured it was worth the cost if he no longer suffered from his daily pain. After 30 days, there was no difference in his level of pain. We decided to return the bed and were informed that the base was non-refundable and we had to pay $250 to return the mattress. At no point were we informed of this policy, there is no sign in the store indicating this policy, and we feel manipulated into a large purchase under fraudulent sales practices. We were provided a receipt with the return policy stapled to it in a folder after purchase. I never opened this folder because I thought it was just a sales receipt. Upon the decision to return, I opened the folder and discovered the return policy stapled to the receipt. HOWEVER, there were two spots requiring signature, and NEITHER spot was signed by us. This policy was snuck into our possession AFTER the purchase was made. It is disappointing that a company of this size would not be more transparent about their return policy and play on the physical pain of a customer to make a sale. Business integrity does not appear to be a core value for Sleep Number.

  Business Response

  Date: 09/26/2024

  September 26th, 2024 
  
  Better Business Bureau of Minnesota & *****************;
  
  RE: ****
  Case # ********
  
  Dear Better Business Bureau: 
  
  Thank you for the opportunity to respond regarding the complaint of our customer, ******
  
  Our sales professionals are trained to lead with transparency and ensure that all customers understand the contours of our return policy.  We stand by our policy as presented to the customer. The adjustable base is a final sale per the Terms and Conditions of Sale.  The base can be used with multiple mattresses on the market.  ****** did sign the terms and conditions stating that he understood them at the point of sale. We can pick up his mattress on 09/27. If this date does not work for ****** can call to make a change.
  
  
  
  Best regards, 
  Executive Team Consultant   

• Initial Complaint

  Date:09/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bed in April ************************ June. Bed was delivered roughly a month after I purchased it. Seeking to return the bed utilizing my 100 night trial. But no one tells you that your trial starts on your purchase date. Then having my baby I was in the hospital longer than expected. So I contact sleep number and they tell me there is nothing they can do and I should have called while in the hospital with health issues to inform them of my comfort concerns. Then shortly after I have issues with my bed deflating after excepting they lied and will not return the bed. Im told my bed under warranty I will be charged $150 for a service fee and there is no way to waive the fee even though their bed is malfunctioning. How sleeping on a faulty bed Im having horrible hip and back pain. So I called again begging for a return or a fix and was hung up on.

  Business Response

  Date: 09/21/2024

  September 21, 2024
  
  Better Business Bureau of ********* & ************
  
  RE:
  RE: Case # ********
  Sleep Number Customer # ****
  
  Dear **********************:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, *****.
  
  ********************** offers a 100 night in home trial which begins on the date the bed is delivered.  The customers bed was purchased on 4/9/2024 and delivered on 4/19/2024.  Starting at the first day of the trial on 4/19/2024 the customers trial period ended on July 28, 2024.  Our records show the customer first called us to mention ****************** issues and attempt to return the bed on September 4, 2024 more than 30 days after the trial had ended. Our trial period is generous and allows customers ample opportunity to address ****************** concerns or initiate a return within the 100 nights so we are not able to take a return.
  
  Regarding the concerns about the bed deflating, we do provide full coverage warranty during the first year of ownership so once the issue has been diagnosed, we can order the parts and send a technician to install the parts at no cost.  Our process for troubleshooting air loss is quite simple and we encourage our customers to complete the troubleshooting process themselves to save costs.  However, if a customer wishes to have a technician complete the troubleshooting, it is at the customers expense.  To aid in this process, an email is being sent to the customer with instructions on how to complete the air loss troubleshooting.  We encourage the customer to watch the video and follow the steps so we can proceed with resolving the customers issue.
  
  Best Regards,
  *** *.
  Executive Team Consultant
  

• Initial Complaint

  Date:09/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Queen **** I8 Sleep Number Bed, Queen Flex Fit Smart Adjustable Base, Queen ***** protection Mattress Pad and Pillow Protector, Cotton Classic Standard (Purchase Price $5,012.47) on July 9, 2024 Order Number ***********.We went through the process with the sales person and he made all the promises about the quality of the mattress and how it would improve our sleep, eliminate back and neck pain and improve our overall sleeping experience. He explained how it the bed would connect to our phones with an App to control the individual firmness of the bed, the adjustable base and provide metrics about our sleep. We asked about using our existing bedframe and the salesperson assured us that it could be used as long as we removed the support slats.We have had many issues with this bed. Delivery was an issue. Time was changed numerous times causing us to cancel appointments and re-arrange schedules. The Bed did not fit our base and required us to modify the structure after delivery to make it work. The App to control the bed and base does not work consistently and has required us to uninstall and reinstall it many times and still does not function properly. We have been suffering severe back and neck pain and sleepless nights since sleeping on this bed. We have had to receive and pay for chiropractic care.We have called and complained numerous times. We have accommodated the companies requests to try their remedies to our issues and none have worked. They have processed a return for the mattress only but are refusing to take the adjustable base back claiming that it is against their policy. While the policy is buried in their T&C's we do not recall it being explained. The base does not consistently work and is not compatible with all competitor mattresses. We do not want to get stuck with a $1400 base we cannot use. We have escalated our complaint and called the corporate number provided *************) but have not received a call back.

  Business Response

  Date: 09/21/2024

  September 21, 2024
  
  Better Business Bureau of Minnesota & ************
  
  
  RE:
  RE: Case # ********
  Sleep Number Customer # *****
  
  Dear **********************:
  
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr. *************** reviewing the customers complaint, I can see that a member of our Office of the Executive Team has been in touch with the customer, and we have come to a mutually agreeable resolution.  It appears the customers request has been resolved.  If there are still questions or concerns, we encourage the customer to contact the member of the Office of the Executive Team that they were working with in order to answer any additional concerns or questions.
  
  Best Regards,
  *** *.
  Executive Team Consultant  
  

• Initial Complaint

  Date:09/09/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered our queen dual chamber C2 bed back in 2020 for roughly $3,000. The last 2 weeks have been h*** due to an air chamber becoming defective at no fault of ours. I called to speak with a representative about a replacement chamber a d they said we have a 1-15 year limited warranty and we are on the hook for 50% of the replacement chamber. I find this to be ridiculous that after only 4 years of having the mattress their defective chamber has reared its ugly head and they refuse to do better than 50% coverage. Other mattresses last WAY longer than 4 years or have better warranties. I don't mind paying a little for a replacement chamber but 50% is a slap in the face when the chamber costs less than 10 bucks to make. For the last 2 weeks I have had to sleep on a deflated chamber that ends up with me sleeping on the hard bedframe. I had sleep number ship out caps to test the mattress (that took 7 days to get in the mail .. couldn't over night them to your customer that you claim to care about?) I want a replacement chamber either for free due to the inconvenience or at a MUCH better rate than me having to pay 50% of the replacement cost. This is absolutely ridiculous for a glorified camping air mattress that I've had to put mattress pads on to make it even feel like the luxury sleep they claim to have in their ads and sales pitches.

  Business Response

  Date: 09/18/2024

  September 18th, 2024
  Better Business Bureau of Minnesota & ************
  RE: *****
  Case # ********
  Dear Better Business Bureau:
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. ****
  The 1-15 Limited warranty clearly states that: Sleep Number Corporation (Sleep Number) warrants its mattresses, adjustable bases, and non-adjustable integrated bases against defects in material or workmanship under normal use and service for a total period of fifteen (15) years from the date of original purchase consisting of a Full Warranty during the First Warranty Year (the time period between the original purchase date up to, but not including, the first anniversary of the original purchase date) and a Limited Warranty thereafter. Labor is not covered after the 1st year.
  Best regards,
  Executive Team Consultant   

  Customer Answer

  Date: 09/19/2024

   I am rejecting this response because:
  I find it ridiculous that under normal use your products could fail and you still require we pay an absorbent fee for a replacement part. Not to mention, I followed all recommended troubleshooting by your staff to cap the chamber off and it still deflated. Because of that I was forced to pay $185 for a replacement chamber so I didn't have to spend another night sleeping on the bed frame. I got the chamber and replaced it per your technicians recommended steps only to find that IT STILL DEFLATES! So now I'm stuck with the most expensive purchase I have ever made on a bed that you claim is "superior to all other mattresses," and it STILL doesn't work. The kicker is that your company won't let me send back the chamber that didnt solve the problem that YOUR CALL CENTER said would do the trick. So now I'm out another $185 cuz you won't let me send it back for a refund of my $185. At the very least, refund my $185 and pay for the shipping and I'll send the ******** back to you that I recently purchased as replacements. That is THE ONLY way I will accept your response and let this BBB complaint be resolved.
  
  

• Initial Complaint

  Date:09/09/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The mattress I order was delivered on Thursday, September 5th, 2024. Upon delivery and installation, we discovered that the mattress did not hold air and exhibited a defect.Since then, I have reached out to Sleep Number multiple times in an effort to resolve the issue. Despite these numerous attempts, the company has not provided any assistance or offered a resolution to either repair or replace the defective mattress.This lack of support is unacceptable and has left me with a product that does not meet the promised standards of quality and functionality.

  Business Response

  Date: 09/18/2024

  September 18th, 2024
  Better Business Bureau of Minnesota & ************
  RE: *****
  Case # ********
  Dear Better Business Bureau:
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms. ****
  A solution was provided to the customer on 09/09, air ******** and pump was replaced, and an install was scheduled for 09/13, and the issue has been addressed. If the customer has any more concerns, please reach out to customer service ?
  Best regards,
  Executive Team Consultant   

• Initial Complaint

  Date:09/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sleep number advertises a 100 night risk free trial. However, it is not risk free. Adjustable base $3739.15 is not returnable and they also charge a return shipping fee. "Risk free" is very deceptive when you are stuck with non-returnable items.

  Business Response

  Date: 09/09/2024

  September 9, 2024
  Better Business Bureau of Minnesota & ************
  RE: *****
  Case # ********
  

  Dear Better Business Bureau:
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms.****
  The adjustable base is a final sale per the Terms and Conditions of Sale.  The base can be used with multiple mattresses on the market. ****************** did sign the terms and conditions stating that she understood them at the point of sale. All customers are responsible for the delivery and pick-up fee should they decide to return the mattress. We do offer a 100-night trial for our smart beds, this trial is limited and does not extend to adjustable bases and shipping-delivery fees,which are non-returnable. Our Terms and Conditions clearly state that the customer is responsible for the shipping and return fees.   
  

  Best regards,
  Executive Team Consultant

  Customer Answer

  Date: 09/10/2024

   I am rejecting this response because:
  
  it is false advertising to say "100 night risk free trial" when it is not risk free nor free.  I am stuck with a $3700 base and shipping/return feels.  Despite what they say about the base being able to be used with other mattresses, a simple box spring for a fraction of the money would do the same thing.  The advertising is very deceptive. 

  Business Response

  Date: 09/19/2024

  September 19th, 2024
  Better Business Bureau of Minnesota & ************
  RE: *****
  Case # ********
  Dear Better Business Bureau:
  Thank you for the opportunity to respond regarding the complaint of our customer, *******
  Our position remains the same.  We stand behind our training practices and the integrity of our Sales force.  ******* signed the terms and conditions. The policy in question is highlighted and printed in bold and has its own signature line.   Customers do have to take some responsibility for reading what they agree to before signing a legal document.   The terms are sent home with the customer to read.  *** ****could have canceled the order before delivery to avoid keeping the base.  
  Best regards,
  Executive Team Consultant

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon receiving the bed, we were incredibly excited for this investment we had made in our sleep. Unfortunately, from the first night we slept on it we have had issues. The mattress is uncomfortable, and unworthy of the prices we paid. The mattress should fill up with air specific to numbers we set in the app, but that does not happen. We have fixed our "sleep number" as told and still continue to have issues. We were told we had to wait 30 days for them to return the bed. This is ludicrous that they could force somebody to sleep uncomfortably in a bed for that long when we are telling them we are already having problems. Also, the base is non refundable, but how are you going to sell me a non refundable product that doesn't even work correctly. The base does not notice our sleep patterns correctly and sometimes does not work at all, the automatic light turns on when were still laying in the bed, and the adjustment of the base does not work properly either. It makes me think that the reason it is non refundable is because they know they sold us a faulty product. Which in turn, make me feel as if this company is committing fraud by knowingly selling products that do not match up to their sales pitch. We are looking for a full refund for the mattress and the base and will be reaching out to the CEO to remedy this issue as well.

  Business Response

  Date: 09/09/2024

  September 9, 2024
  Better Business Bureau of Minnesota & ************
  RE: *****
  Case # ********
  Dear Better Business Bureau:
  Thank you for the opportunity to respond regarding the complaint of our customer, *******
  Our sales professionals are trained to lead with transparency and ensure that all customers understand the contours of our return policy.? In this situation, the customer was aware of the policy, initialed and signed reflecting her understanding, and decided to make her purchase.? We stand by our policy as presented to the customer.? We do not offer or advertise a ********* risk-free trial on an adjustable bases?Although we do offer a 100-night trial for our smart beds, this trial is limited and does not extend to adjustable bases, which are non-returnable.? This is clearly presented in our Terms and Conditions of Sale, which were signed by ******* at the time of the purchase.?******* is scheduled for a return on the mattress for 9/20.
  Best regards,
  Executive Team Consultant

• Initial Complaint

  Date:09/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Sleep Numbers local store regarding issues with my bed. The local store transferred me to support center. I explained that the bed was sliding and the magnets were no longer holding the mattress. I also explained that the sides were pushing out. The representative advised me to purchase a magnet mattress cover and kit for the sides. I gave him my credit card information and paid $466.06 for the items, and the installation was scheduled for Monday, August 12, 2024. On Monday, August 12th my husband took off work and we waited all day for someone to come and install the parts. No one showed up. My husband and I called the local store and was transferred to customer service. We were told the parts were on back order; they would be shipped to our home, and they could not give us any idea when they would be available. We would just have to wait for a phone call. When we tried to get some clarification, the representative was rude, condescending and belligerent. She said we could either wait to eventually get a phone call from her or cancel. Since we had not received any communication from Sleep Number prior to our call to them, we had no idea the installation would not take place on August 12th as scheduled. When we asked why we had not been notified, the representative said she could neither confirm or deny that anyonehad attempted to contact us. We found this statement odd and again asked for clarification. She told us she had no idea when the parts would be in and we would just have to wait. To date, we have not received any parts nor have we received any communication regarding either parts or installation. No one has contacted us to say if parts are still on back order or not. When we call to inquire, we are told to leave a message and someone will get back to you. Today is August 31st and I have not received any communication nor replacement parts.

  Business Response

  Date: 09/09/2024

  September 5, 2024
  Better Business Bureau of Minnesota & ************
  RE: *****
  Case # ********
  Dear Better Business Bureau:
  Thank you for the opportunity to respond regarding the complaint of our customer, Ms****
  We sincerely apologize for the inconvenience and frustration. The part is on backorder, we do not have an ETA for the part.  Ms. ***** has been added to the priority list so that when the part comes in, she will have priority.  
  Best regards,
  Executive Team Consultant

• Initial Complaint

  Date:09/03/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought the 9000$ bed 4 years ago and now the bed has stopped working. It wont air up and the computer has completely quit .We have gone to the store twice and called 3 times for service and they just keep telling us to call them I dont know how to get the bed serviced cause the people that answer the phone cant answer any questions, all they want to do is send an email and that doesnt fix the problem.We just wanted them to fix the Bed I cant believe we spent 9000$ and cant get service

  Business Response

  Date: 09/09/2024

  September 9, 2024
  Better Business Bureau of ********* & ************
  RE: *****
  Case # ********
  Dear Better Business Bureau:
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr.****
  Customer has only called **************** one time and that was on 7/8/24, On 5/7/22 the customer chatted with ****************. Customer was proved details on the trouble shoot that is necessary for us to determine,where the air loss is coming from. This was over two months ago, and the customer has yet to call in with those results. **************** ****************** is **************, Monday Friday 8:00 am to 4:30 pm (CST) and Saturday 10:00 am to 2:00 pm (CST)
  Best regards,
  Executive Team Consultant

  Customer Answer

  Date: 09/09/2024

   I am rejecting this response because:
  We went to the store twice because the customer service wouldnt help us.they want hook bed to Wi-Fi and it wont . The remotes wont work and the bed is having a computer problem 

  when the the called customer service they told them they wouldnt help us through the store that we had to call so they can hook to the Wi-Fi once again it wont and when we call we talk to people that have no idea what is wrong with the bed. I want the to come out and fix this 9000$ bed

  our number is ************

  ************

   

  
  

  Business Response

  Date: 09/19/2024

  September 19th , 2024
  Better Business Bureau of ********* & ************
  RE: *****
  Case # ********
  Dear Better Business Bureau:
  Thank you for the opportunity to respond regarding the complaint of our customer, Mr.****
  Mr. **** spoke with a member of our Executive team, and we were able to come to a mutually satisfactory solution.  We sincerely apologize for the customer experience and are using his feedback for coaching opportunities.  We encourage Mr. **** to contact our representative should he need anything further. 
  Best regards,
  Executive Team Consultant