Sleep Number Corporation

June 22, 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*** Our records indicate that Ms [redacted] purchased a Sleep Number® FlexTop King cMattress, a FlextTop King FlexFitAdjustable Base and several accessories at one of our retail stores on February 17, The total for her order was $and Ms [redacted] used Synchrony Financial Financing for the purchase The mattress and base were delivered via our Home Delivery Team on March 11, Ms [redacted] first called our Customer Service Center (CSC) on March 14, claiming that the bed was splitting Our Customer Service Representative (CSR) sent out bed straps to connect the two halves of the base together and had set up a service call to have our Home Delivery Team install the partsThis was completed on March 23, After our Home Delivery Team left Ms***’s home on March 23, 2016, Ms [redacted] called our CSC now claiming that the cover felt too tight Ms [redacted] was asked to troubleshoot the bed and said she could not Our CSR said he would get authorization to send the technicians back out to her home and replace the cover The following day Ms***’s daughter called our CSC claiming the two sides of the bed were not even and that the stitching was not sewn correctly Our CSR stated we would replace the cover for the mattress Ms***’s daughter raised her voice at the CRS and stated she was “going to go in front of every one of our stores she could get to complain to potential customers” Our CSR assured we would get the cover replaced and resolve the issue Ms***’s daughter inquired about returning the bed Ms [redacted] was in the background and stated she liked the bed Our CSR explained we repair or replace parts based on the information our customers provide us This was the first it was discussed in such detail This was completed on April 1, Ms [redacted] called our CSC on April 7, requesting a manager During this phone call she claimed the bed was leaning She admitted that her floor was not level and was upset that we could not level out the bed Ms [redacted] was advised to perhaps try casters on the lower side of her bed On April 20, Ms [redacted] called our CSC upset with the leaning bed and questioning exchanging to a different model Ms [redacted] said she would call us back Ms [redacted] called back on Aril 21, to get the casters Our CSR waived the Home Delivery fee and covered the cost of the casters; the install was scheduled for May 13, An error occurred and wrong casters were sent to Ms*** Our Home Delivery Team called our CSC to get the correct parts ordered and advised that they could see nothing wrong with the bed Ms [redacted] called our CSC to cancel her order due to the error; our CSR apologized and sent out the correct casters and set up an order to have our Home Delivery Team out again to install them Ms [redacted] called our CSC on May 19, to set up a return On the call, she was aware that the FlexFitAdjustable Base was a final saleAt the end of the call she advised she was going to do some investigating and call us back Ms [redacted] called back later that day stating she received the casters and needed to schedule the install; she again stated the bed was leaning Our CSR advised he noted the order to have the technicians once again check on the leaningOur Home Delivery Team went out on May 25, and reported back they found nothing wrong with the bed Ms [redacted] called our CSC two times on May 25, to say the bed was still leaning In the spirit of good customer service, we sent out a topper pad, something did not come with the mattress model Ms [redacted] purchasedAdditionally, we sent our Home Delivery Team to install The topper pad was installed on June 2, Ms [redacted] called in on June 9, stating the bed was still leaning Our CSR apologized and explained there was nothing else we could do and suggested exchanging to a different model mattress Ms [redacted] explained she could not afford that She filed her complaint shortly afterwards We have done everything we can and more for Ms [redacted] to no avail By her own admission her floor is not level and she likes the bedOur technicians can find nothing wrong with her bed We extended Ms***’s Trial Period to July 2, If she wishes to return or exchange her mattress she must reach out to us by then The Sales Professional went over the Terms and Conditions of Sale and the paperwork is signed and initialed at each disclaimer relative to the products purchased including the following: “The FlexFit1, FlexFit2, and FlexFitAdjustable Bases are not covered under the Sleep Number Night In-Home Trial Policy All sales of FlexFit1, FlexFit2, and FlexFitAdjustable Bases and/or Surround Silhouettes are final No returns or exchanges will be authorized or accepted.” We will not be able to accommodate Ms***’s request for a full refund/ return but she has until July 2, to exchange or return her mattress Thank you for the opportunity to discuss this matter Best regards, Customer Advocacy Escalation Consultant

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me As long as my new order arrives on the promised date of September 28,

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 *** Mr [redacted] purchased a Queen Dual iSmart Bed and a Queen FlexFit on 6/18/ Once the bed was ordered, Mr [redacted] was scheduled for 7/18/ Unfortunately, due to a supplier issue, Mr***’s delivery has been rescheduled to 8/1/ Mr [redacted] just confirmed and agreed to this with our Customer Service Center todayWe apologize for the short notice and look forward to getting the bed to Mr [redacted] and his wife Best regards, Customer Advocacy Escalation Consultant

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Although it is not everything I asked for the company was very responsive to the issue I appreciate that and I absolutely love my new bed!

Initial Business Response / [redacted] (1000, 7, 2015/09/01) */ September 1, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr& Mrs*** Our records indicate that Mr& Mrs [redacted] purchased a Sleep Number(r) I FlexTop King (with Sleep IQ) Mattress, a King FlexFitTM Adjustable Base, a FlexTop King Total Protection Mattress Pad, a FlexTop King Lyocell Sheets set, two In-Balance Pillow Protectors, an In-Balance FlexTop King Layer and Home Delivery Service at one of our retail stores on July 17, Mr& Mrs***'s mattress and adjustable base were delivered on August 8, 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 productsOur 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 productsAll 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 purchaseThe Store Manager contends that she and the Sales Professional, who assisted Mr& Mrs***, made them aware of the no-return policy on their adjustable baseMr& Mrs [redacted] did sign their Customer Order Agreement (copy available upon request) as well as initial the bolded paragraph below, acknowledging the terms and conditions of sale were fully understood: ___ (customer initial) Adjustable Bases Return/Exchange Policy: The FlexFitTM 1, FlexFitTM 2, and FlexFitTM Adjustable Bases are not covered under the Sleep Number(r) Night In-Home Trial policyAll sales of FlexFitTM 1, FlexFitTM 2, and FlexFitTM adjustable bases and/or, Surround Silhouettes are finalNo returns or exchanges will be authorized or accepted." While we regret that Mr& Mrs [redacted] did not find their iQueen Mattress to their liking, their adjustable base is not defective in materials or workmanshipThe adjustable base functions as intended and according to Mr& Mrs***'s calls, is free from defectDue to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM Adjustable BasesThere are hundreds of adjustable friendly mattress designs availableAs long as an innerspring does not have a border rod in it and is 10-inches in profile, it will work just fineAll memory foam mattresses that are up to inches in profile height are compatible as well We're sorry, we cannot accommodate Mr& Mrs***'s request to authorize a return for refund of their King FlexFitTM Adjustable BaseWe picked up Mr& Mrs***'s iFlexTop King Mattress on August 24, and mailed them a check refund We're sorry the mattress did not work out for Mr& Mrs [redacted] and wish them wellPlease contact me directly if you have any questions Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/09/02) */ ***Document Attached [redacted] Once again, we were told by the Store Manager as well as the sales associate verbally that the base was returnableWhy would I buy something that I was unsure would even fit my new bed frame if I was not assured of the ability to return it and be "taken care of"I do not have $4,to waste and throw awayWe also made it very clear to the store staff that I do not like foam mattresses hence why we were not looking at Temperpedic MattressesWe gave the staff very specific information about what we were looking for and needed a comfort and they sold me something I did not need and fully knowing I would not buy a foam mattress to use with a adjustable base in the future The base does not fit my new frame as I was afraid of to begin with and my foot has gotten stuck more than twice We never denied signing anything but the staff is verbally telling consumers something that is completely falseIf I had not been told I would "be taken care of" when I expressed my concerns I never would have made the entire purchase to begin withWe were deceived, lied to and taken advantage of because we were not verse in Sleep Number products and because we paid cash I want this problem addressedThis is a safety hazard for myself, my husband and my children! Final Business Response / [redacted] (4000, 12, 2015/09/10) */ September 10, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customer, Mr& Mrs*** Mr& Mrs [redacted] purchased a Sleep Number(r) Innovation Series iMattress, which is NOT a foam mattressWe do sell two memory foam mattresses in our Memory Foam Series, the mand the mmodels, but the iis NOT a foam mattress The FlexFitTM Adjustable Base is compatible with air, foam, latex or innerspring mattressesAs long as the mattress does not have a border rod in the sides, it will work just fine Our salespeople contend that Mr& Mrs [redacted] were fully aware of the no-return policy on their adjustable baseMrs [redacted] signed and initialed the Adjustable Bases Return/Exchange Policy on their Customer Order Agreement, acknowledging the terms and conditions of sale were completely understoodDue to its unique shipping and handling requirements, no returns or exchanges are accepted on our FlexFitTM Adjustable Bases - this is a standard policy in the bedding industry If Mr& Mrs***'s King FlexFitTM Adjustable Base did not fit into their upholstered bed frame, they should have refused the deliveryAgain, we're sorry we cannot accommodate Mr& Mrs***'s request to authorize a return for refund of their King FlexFitTM Adjustable BaseWe picked up Mr& Mrs***'s iFlexTop King Mattress on August 24, and mailed their refund Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst

November 7, Revdex.com of Minnesota and North Dakota Select Comfort Customer # [redacted] RE: Ms [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** Our records indicate that Ms [redacted] purchased a King iLE Mattress, a King InBalance Layer, and two Classic Standard AirFit Pillows w/CoolFit Foam, and Home Delivery and SService on November 25, The mattress and layer were exchanged to California King on December 5, The mattress was delivered in January of June 9, Ms [redacted] called in to our Customer Service Center (CSC) with air loss on one side of the mattress Our representative advised to swap the hoses and call us back in hours with the results If the same side still leaks we will need to replace the chamber under the warranty and if it moves to the other side, we would need to replace the pump under the limited warranty July 27, Ms [redacted] called in requesting someone come out and look at the bed Our representative explained troubleshooting and that we don’t really offer a troubleshooting service Our CSR again explained how the results of the troubleshooting tell us which part needs to be replaced and explained Ms [redacted] was covered at 64% under her limited warranty Ms [redacted] said she needed to speak to her husband about placing the order and would call us back Mr [redacted] called our CSC a few moments later stating his wife had just called in and was told she had to buy a pump He went on to say that he had swapped the hoses and now it seemed both sides were leaking Our CSR explained if both sides were leaking we recommend capping the chambers to see if they hold airOur CSR explained the Mr [redacted] was in the prorated portion of the warranty and that’s why there would be a fee Mr [redacted] asked if he could ask for him when he calls back with the troubleshoot results and was told yes he could ask to speak with the same CSR On November 12, Mr [redacted] called our CSC and stating when he swapped the hoses the air loss moved to his wife’s side Our CSR explained we would need to replace the pump under Mr [redacted] limited warranty, started to place the order and the call dropped Mr [redacted] called back in and the next CSR finished up the order Mr [redacted] paid for the new pump with his MasterCard and the pump was delivered on November 4, Based on the results of the troubleshooting we are confident the new pump will resolve the air loss issues We appreciate Ms [redacted] business and want her to know we are always here to help should she ever have any questions or concerns Best regards, Customer Advocacy Consultant

Initial Business Response / [redacted] (1000, 14, 2015/11/19) */ November 18, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** We sincerely apologize to Mr [redacted] for the delays he has experienced in reaching out to our customer service and home delivery As a token of our apologies, we have agreed to credit Mr [redacted] $once his bed has been delivered on November 30, We understand that this has been an inconvenience and truly appreciate his patience Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 16, 2015/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) "As a token of our apologies, we have agreed to credit Mr [redacted] $once his bed has been delivered on November 30, " In regards to this: This was agreed upon when the delivery date was November 16th I was later called and informed that my bed has not been built at this timeThe next available date would not be until November 30thThe associate calling me said I would be credited dollarsI asked the associate if this was in addition to the earlier dollarsShe was unable to answer and said a case manager would be calling meThis was business dates ago and I still have not received a callI tried attempting a call to the supervisor line today but it went to voicemailThe agent that I had previously spoke with and agreed to the dollars with, Samantha also ensured that she would be looking over my delivery for November 16thShe has not made contact with meShe did not deliver on her personal promiseI would appreciate a call from someone with the power to influence change within this company Final Business Response / [redacted] (1000, 20, 2015/12/08) */ December 8, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customer, Mr*** As a token of our apologies, we have agreed to credit Mr [redacted] an additional $todayMr***'s new delivery date is December 11, Again, we understand that this has been a tremendous inconvenience and appreciate his patience Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst Final Consumer Response / [redacted] (3000, 22, 2015/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) My delivery was cancelled todayI called yesterday and waited on hold for minutes to confirm my delivery for todayI had to take a half day at workWhen calling the number back to confirm my delivery it rang busyI called again and was able to get throughI was automatically signed up for Saturday December 26thThe agent was not helpful in setting up a delivery that fits my schedule on a different day saying I would have to cancel on Saturday's dateShe had no ability to see what other days were availableShe did not care about my lost wages or hardship with dealing with yet another cancelled deliveryThe only person that has been helpful has been the supervisor Samantha who offered me additional compensation despite the people that respond to these Revdex.com complaints urging not toThis company is uncaring, has not set reasonable customer expectations, and has offered no explanation of what is going onAdditional compensation is requested for another days of sleeping on a floor

Initial Business Response / [redacted] (1000, 8, 2015/11/20) */ November 20, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** We sincerely apologize to Ms [redacted] for the delays she has experienced in reaching out to our customer service We credited Ms [redacted] Synchrony account for $on November 8, Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) This credit has yet to appear on our synchrony bank credit card account please confirm when this credit posted also the shipping was requested to be refunded as wellplease let us know if that something you can handle as soon as possible the account was logged into today and did not show a credit of .00? Please notify us when you have confirmed the credit has cleared Thank you Final Business Response / [redacted] (1000, 14, 2015/12/08) */ December 8, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customer, Ms*** We credited Ms [redacted] Synchrony account for $on November 4, and for $on November 8, Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst

May 9, 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*** Ms [redacted] was contacted by our Customer Service Department after we received an email from the store She expressed her concerns with the bed and we ordered parts to resolve the issue The parts are scheduled to be delivered on May 10, and we have set up an order to have our Home Delivery Team install the parts and check over the bed on May 19, We are confident we will get all issues resolved once this has been completed Sleep Number prides itself on world-class customer service and it’s obvious that we feel short of the goal For that we apologize If Ms*** has any questions or concerns we ask that she call our Customer Advocacy Management Team at 800-988-for resolution Should she choose to email us, the emails should be sent to [email protected] or [email protected] Best regards, Customer Advocacy Escalation Consultant

Initial Business Response / [redacted] (1000, 8, 2015/12/14) */ December 14, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** We sincerely apologize to Mr [redacted] for the delays he experienced in reaching out to our company regarding his canceled order and refundWe understand that this has been a tremendous inconvenience and regret that we have lost his business due to our company-wide computer conversion A refund for $was credited to Mr***'s Visa on December 2, Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company has lied to me, held over $6,of my money for two months promising that they could deliver I have spent hours on hold, took time off of work (Because they did not call two days in advance per their policy) I have paid interest on my purchase I have had to travel to the place I made the purchase three times The refund noted for I received because I went to the store and returned the beddingThe corporate office said I could keep itThey said that because I paid for it already!! This bedding will only fit their bedWhy would I want to keep it??? Horrible company!!!

I am rejecting this response because: Select Comfort has failed to respond to my complaint that their sales associate deliberately misrepresented the terms of the sales agreement as these terms related to my specific purchaseBecause the sales associate deliberately misrepresented the terms, there was fraud in the inducement of the contract and my signed contract should be voidA recording of my telephone conversation with Select Comfort, which they should be able to provide, will reveal that I mentioned the unethical behavior of their sales associate multiple timesI also explained this concern in my written complaint to the Revdex.comI respectfully request that Select Comfort address the unethical behavior of their sales representative and void my sales agreement because the sales representative deliberately misrepresented the terms of the agreementSelect Comfort should provide me a refund of the base and the mattress since these were the terms represented by their sales associateIf Select Comfort fails to correct this matter, I respectfully request the Revdex.com investigate my claim of fraudulent sales practices at Sleep Number stores and reconsider the A+ rating awarded to Select ComfortI suspect other consumers have fallen prey to similar unethical sales tacticsThank you for taking the time to consider my requestI hope Select Comfort will take the time to respond to my specific claim that there was fraud in the inducement of my sales agreement and therefor this contract is void

May 21, Revdex.com of Minnesota and North Dakota RE: Ms*** Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms***According to our records, Ms [redacted] purchased an iFlexTop King Mattress w/SIQ, a FlexTop King FlexFitAdjustable Base and several bedding accessories on April 30, Ms [redacted] changed her mind and called our Customer Service Department on May 3, and cancelled her orderLast fall we implemented a company-wide computer systems conversion and while most issues have been resolved, on rare occasions an issue comes up The system wouldn’t allow us to settle the funds back to Ms [redacted] in fashion On May 16, we mailed a check in the amount of $(the total of the two credits) to the address of record It is because of rarities such as this that we always advise our customers to continue making their scheduled payments In such situations any overage paid will be refunded by the financial institution We sincerely apologize to Ms [redacted] for the frustration she has experienced in regards to her refund We understand this was a tremendous inconvenience and appreciate her patienceWe’re sorry Ms [redacted] had a change of heart and hope that she will reconsider us in the futureBest regards, Customer Advocacy Escalation Consultant

Initial Business Response / [redacted] (1000, 8, 2016/02/08) */ February 8, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** Our records indicate that Ms [redacted] purchased a Sleep Number(r) Sleep Number(r) FlexTop King iMattress, some bedding items and Home Delivery Service at one of our retail stores on November 20, She received a substantial discount using a Friends and Family couponMs [redacted] had received her mattress as of December 19, 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 productsIt's a highly structured processThe Sales Professional who assisted Ms [redacted] went over the terms and conditions of sale in detail and Ms [redacted] signed her Customer Order(copy available upon request) On January 7, 2016, Ms [redacted] did call customer service to inquire about returning her mattress and we offered to waive the Home Delivery set up fee if Ms [redacted] purchased a FlexFitTM Adjustable BaseWe also provided comfort suggestions and emailed SleepIQ information On January 20, 2016, Ms [redacted] did call customer service to inquire about returning her mattressOur customer service agent explained items purchased with a Friends and Family coupon were final sale itemsA supervisor also explained her mattress was non-returnable On February 2, a message was left asking Ms [redacted] to contact us regarding her Revdex.com complaint On February 4, a message was left asking Ms [redacted] to contact us regarding her Revdex.com complaint On February 8, a message was left asking Ms [redacted] to contact us regarding her Revdex.com complaint Ms [redacted] has not returned any of our calls to herIf Ms [redacted] has questions regarding comfort or her product, we encourage her to contact us at [redacted] Best regards, CS Correspondence Specialist

Initial Business Response / [redacted] (1000, 5, 2016/02/08) */ February 8, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** We're sorry for the delays Ms [redacted] experienced in reaching out to our company regarding her order and trial returnThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected her order and trial returnWe understand that this was a tremendous inconvenience and appreciate her patienceMs [redacted] elected to cancel her order for a Sleep Number(r) FlexTop King iLE Mattress and FlexTop King FlexFit3,Stone, 2Remotes We have set up Trial Returns for her bedding itemsWe will refund the full purchase price of the bedding items back to the original form of payment within weeks of their receiptWe regret we have lost Ms***'s business due to our computer conversion Best regards, CS Correspondence Specialist

Initial Business Response / [redacted] (1000, 6, 2016/02/11) */ February 11, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** We're sorry for the delays Mr [redacted] experienced in reaching out to our company regarding his order and trial returnThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected his order and trial returnWe understand that this was a tremendous inconvenience and appreciate his patienceMr [redacted] chose to return his Sleep Number(r) FlexTop King pand FlexTop King FlexFitadjustable base within his Night In Home TrialWe refunded Mr***'s Synchrony Financial accountWe regret we have lost Mr.***'s business due to our computer conversion Best regards, CS Correspondence Specialist Initial Consumer Rebuttal / [redacted] (2000, 13, 2016/02/22) */ Although I accept Sleep Number's final resolution, and have received all of my money back, bottom line is thisSleep Number is the single worst company to deal with after you have bought their junk productIn the stores, it all looks and sounds awesome, and they make you feel very welcomed, and are quick to take your moneyHowever, after you purchase, it is a completely different story After receiving their product (FlexTop King P5, and FlexTop King FlextFitbases) I quickly realized I had been duped, and sold possibly the worst bed in existenceIt was nothing more than a couple of cheap air mattresses, held together by foam piecesThe first few nights sleeping on the bed were not great, and a few days later I was waking up with serious back pain - worse than with my old mattressI tried several different sleep numbers and nothing workedThis was definitely not the same bed I tried in the storeI eventually gave up and went into our spare bedroom - on a mattress - and slept much more comfortably It took me almost months to get a full refund backMost representatives at Sleep Number hide behind their "new computer system" excuses, and also use excuses of having to fill out lots of forms to their back office to get a status report on anythingIt seems that none of any of the different departments can figure out how to effectively communicate with each other, so the customer suffersBe careful, because dealing with them will cause you to become extremely agitated, frustrated, irate etc Being an IT professional myself, and having implemented their exact ticketing tool (Siebel) in a Large Enterprise Environment, the fact that they are hiding behind the "new computer system" excuse repeatedly - tells me that either they are completely lying about everything, or their infrastructure is just as screwed up as their products, and they will eventually be forced to go out of businessNo company can afford to produce such a substandard product and lose customers at this rate and stay in business If you are still reading this - stay away from Sleep NumberThey are the single worst company I have ever dealt with and although there were a few representatives that took the time to work with me to ensure that I received my refund, overall my experience with Customer Service was horrible at bestI was hung up on, and was not treated like a customer at allI would not wish dealing with their customer service in any way shape or form on my worst enemy

Initial Business Response / [redacted] (1000, 8, 2016/02/01) */ February 1, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** We're sorry for the delays Mr& Mrs [redacted] experienced in reaching out to our company regarding their orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which delayed their orderWe understand that this was a tremendous inconvenience and appreciate their patienceMr& Mrs***'s Queen FlexFit2, Stone, 1Remote is scheduled for delivery February 2, between 9:A.Mand 1:P.MWe have authorized as a token of our apologiesWe hope this helps ease some of their frustration Best regards, CS Correspondence Specialist

Initial Business Response / [redacted] (1000, 5, 2015/10/26) */ October 26, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** Ms***'s complaint was resolved on October 17, A return for refund has been set up for the return of Ms***'s pFull Mattress and is scheduled for pick up on November 3, We apologize to Ms [redacted] for any inconvenience and wish her wellPlease contact me directly if you have any questions Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/11/30) */ Select Comfort finally picked up the mattress and base on November 3,2015, after several weeks of waiting due to a "new computer system." However, I was only refunded for the mattress, not the baseAfter several phone calls, they said their new computer system showed a return of only the mattressTwo phone calls later to Customer Service, they stated they owed me $for the baseToday, I just spoke with Customer Service who said management would contact me in a few days regarding my requestThis is my 4th call to Customer ServiceThey always promise a call back or refund, but it never happensI signed for the pickup and can provide a photo of the two pieces sitting in my living room for pickup, if necessary

Initial Business Response / [redacted] (1000, 13, 2016/01/29) */ January 29, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** We're sorry for the delays Mr& Mrs [redacted] experienced in reaching out to our company regarding their orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which delayed their orderWe understand that this was a tremendous inconvenience and appreciate their patienceMr& Mrs***'s Sleep Number(r) Twin Long pand Twin Long FlexFit2, Stone, 1Remote is scheduled to be delivered February 3, We have appeased $ [redacted] back to their VISAWe hope this helps ease some of their frustration Best regards, CS Correspondence Specialist Initial Consumer Rebuttal / [redacted] (2000, 15, 2016/01/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 8, 2016/01/11) */ January 11, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** We sincerely apologize to Ms [redacted] for the delays she experienced in reaching out to our customer serviceThis is not our mode of operationWe recently implemented a complete computer systems conversion, which affected her order We have credited Ms***'s Synchrony financed account for $as a token of our apologiesAgain, we are sorry for the delays and appreciate her patience Best regards, Legal Correspondence Analyst

I am rejecting this response because: If my calls were recorded and reviewed did you hear the call that took place where I called and spoke to a female representativeI told her I did not want to buy the mattress over the phone, to which her response was " if your not going to purchase over the phone, there is really no point in me running the application." That call happenedYes it might've been my 3rd or 4th attempt at applyingThis was due to my wife and I discussion on if we should pay the bed off at once or apply for a card through sleep numberLast my main issues were the lack of customer service over the phone as I described aboveSecondly the lack of communication on the sleep number techs for communicatingIf you record all callsPlease tell me if I am correct or not but the day before my 1st scheduled delivery I received a call from a sleep # rep who wanted to make me aware of my hour window then asked me if I would like a "hour"call from one of the sleep # techs hour prior to arrivalWhich I responded "yes"The next day at 8:am I received a call from one of the sleep # techs and he said Mr[redacted] we will be at your residence in 30-minutesTo which I responded "I'm at my other house, what happened to the hour call prior to arrival To which your tech responded " sir I don't have time for this we really don't know how far we are from job to jobTo which I said " do you not have navigation" he said sir "we will be at your residence in 30-minutes do you still want us to come?" I said yes I am minutes away I will try to hurry and get thereCall endedI grab my keys and look down at my phone it's your sleep # tech calling me this is not even minutes after our previous call "I answer the phone and he said "sir our 1st stop just cancelled so we will be there in 5-minutes I responded with are you kidding me?!? First you were required to call me an hour prior to arrival , you call me when your 30-minutes away not an hourI literally grab my keys and now you will be there in 5-minutes while I'm on my wayI said I'm minutes away and am on my way can you wait for me please The sleep # tech said "sorry sir" we have several other jobs to do,we can't waitAt which time I said " I have no choice but to cancel and the tech said he would have a sleep# rep reach out to me to reschedule This call happenedYes I'm guilty for calling the sleep # sales line and backing out of not submitting my app but both of these calls happenedI can't make this stuff upIt is my honest opinion this was a lack of customer service not to mention rude behavior for the way your sleep # tech spoke to me over the phoneNot to mention his miscommunication for not calling hour prior to arrivalAs well as the way I was spoken to and told different arrival times I reached out to several sleep # supervisors who apologized about the experience I had and said they would have a scheduling supervisor call me and an area managerThe scheduling supervisor called me and left me a messageI called back and scheduled my deliveryI asked him to put in the notes to have the tech once again call me hour prior to arrivalSame process I went through the first roundTo which he replied yes sir " Mr [redacted] it's standard for us to call you an hour prior to arrival" Today(7/19/16)I received my sleep # bedI received a call from your tech who once again said " Mr [redacted] this is sleep# delivery,we will see you in minutes." To which I replied no problemI made sure to be at my residenceThe techs arrived were professional and did a great jobLast as you stated above I purchased my sleep # bed on July 9thIt took this long for me to receive delivery of my mattressCan you not see how frustrating this is when I did everything I could on my end to receive delivery the first timeIf you offer a hour call prior to arrival you should stand by thatIf I spoke to anyone in current occupation that was a customer of mine, I wouldn't have a jobLast I spent nearly six thousand dollars on a sleep# mattessDo you not think I would try to do everything possible to not be on time for delivery the first time? You can't make up inexcusable behavior and lack of customer service skills on the sleep # delivery and the one sales call I encountered in the beginningAll I will say is I experienced excellent customer service in storeOver the phone from the sales rep who told me their was no point in processing my application of I wasn't going to order from her over the phoneThat is inexcusable and bad customer serviceThe entire miscommunication from sleep# home delivery is inexcusable Best [redacted]