Sleep Number Corporation

Initial Business Response / [redacted] (1000, 5, 2015/10/28) */ October 28, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** Mr***'s complaint was discussed on October 27, and a voice message was left today asking him to call us back at the phone number providedWe are certain that Mr***'s complaint will be resolved once he contacts us again We apologize to Mr [redacted] for any inconvenience and wish him wellPlease contact me directly if you have any questions Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) As of now we consider our case to be closed Thank you

February 7, 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.... ***. Our corporate office has reached out to Ms. [redacted] to discuss her experience. We sincerely apologized for the manner in which situation was handled and let her know that we are investigating the disconnect. Ms. [redacted] accepted the apology presented and appreciated the ability to discuss her experience. We are happy to have Ms. [redacted] as part of our Sleep Number family. Best regards, Customer Advocacy Escalation Consultant

Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ September 17, 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) iLE Queen Mattress (with SleepIQ), a FlexFitTM Queen Adjustable Base, a Total Protection Mattress Pad, two Knee Pillows, two Pillow Protectors, a Tech-e Pillow and Home Delivery Service at one of our retail stores on August 28, Ms [redacted] paid for her purchase with a Visa credit cardWe are delighted that Ms [redacted] chose to purchase her second Sleep Number bed and apologize for any confusion 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 processOur Exchange and Return Policy and 25-Year Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register and all sales literature related to our FlexFit product reflects its no-return policyAll 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 Sales Professional who assisted Ms [redacted] contends that he went over the items purchased in detailMs [redacted] then signed and initialed her Customer Order Agreement (available upon request) Ms [redacted] explains in her complaint that she has serious medical issuesWhile we certainly sympathize with Ms***'s medical condition, we do not design, manufacturer or sell medical equipment or hospital standard quality bedsWhile we encourage our customers to contact us with regard to any issues and are committed to maintaining the highest standards of customer satisfaction, we want to stress that our salespersons are not trained to sell medical products The Surround Silhouette is an item that can be purchased with or without the adjustable base, currently priced at $(plus t/s) in the queen sizeMany customers already have bed frame furniture so they don't need a surroundPlease note that the Surround Silhouette can only be used with the adjustable base 6.5" standard height legs It seems that Ms [redacted] would benefit from lowering her adjustable baseThe standard legs height is a 5" leg with a 1.5" glide (a glide is the flat bottom foot attached to each leg) making the standard legs height a total of inches from the bottom of frame to the floorMs [redacted] can remove the 1.5" "snglides" she has now, which may be all the lowering she needsOr we could provide Ms [redacted] with "threaded glides" to be used alone, which would result in the bottom of the frame being only 1.5" - 1.9" from the floor and the top of the mattress only about 10.9" - 11.5" from the floor (extremely low)Finally, we do sell 4" legs that can be used alone, which would bring the bottom of the frame to approximately 4" up from the floorThe legs used alone can scratch a floor, so we recommend you use a rubber furniture cup under each leg Ms***'s implication that Sleep Number is somehow engaged in a scheme to confuse or deceive our customers, particularly senior citizens, is unwarranted and insultingOur millions of satisfied customers is a testament to our customer-centric business strategyMs***'s salesperson noted her customer file on September 4th, that she called the store and was considering changing her order to a king size (anticipating her grandchildren's visits), but he recommended she stay with the queen sizeThe credit card option Ms [redacted] is referring to is the option of financing with Synchrony FinancialWe sincerely believe that Ms***'s salesman had her best interest in mind, but we think that he probably should have mentioned the lower legs option to her We are willing to ship Ms [redacted] a set of 4" legs (# 120744) or "threaded glides" (# 107397) at no charge, to help her get ease of useIf Ms [redacted] would like to take advantage of this limited-time offer, she should contact us at [redacted] within the next business daysIf we don't hear from Ms [redacted] by October 2, 2015, we will understand that she was not interested in the legs or "threaded glides", or perhaps just removing her current "snglides" was sufficient Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 17, 2016/01/21) */ January 21, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mrs*** We sincerely apologize to Mr& Mrs [redacted] for the delays they have 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 affected their order and deliveryTheir bed is scheduled to be delivered tomorrow on January 22, We have applied three credits to their Synchrony account as a token of our apologiesWe understand that this was a tremendous inconvenience and appreciate their patience Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 19, 2016/01/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Delivery was cancelledThis bed and frame were charged (for no good reason) to the credit card ealy DecemberA fair response would be to start the months no interest as of the day we actually receive the bed, if it ever happensWe were credited $for the portion of interest in December, but not for JanuaryThe last compensation was for a day I lost at work during the failed delivery January

I am rejecting this response because: Please forgive me for being rude, as it is not my usual demeanor, but we have now spoken to about people from this company and no one seems to understand what we are trying to tell them I feel like I am dealing with three year old children We are not disputing the fact that we owe return fees We are more than willing to pay the $return fees What we are disputing is the total amount of This would mean we are disputing the SET UP charge We were never given an option for set up We were never told that we could have the bed delivered, then set it up ourselves We were told this was INCLUDED in the cost of the bed and the only amount we would have to pay was the return fee if we did not like the bed This was a huge error on the salesperson's part After reviewing the paperwork, it is also very unclear regarding set up fees Why were we not asked if we wanted to set up the bed ourselves? We would have gladly done so It was not made clear to us that we had that option We understood that set up was included in the total cost of the bed, as was explained to us by the salesperson, and not a negotiable option

Initial Business Response / [redacted] (1000, 5, 2016/02/29) */ February 29, 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*** We sincerely apologize to Ms [redacted] for the delays in delivering her father's Sleep Number BedWe understand that this has been a tremendous inconvenienceMs [redacted] has been in touch with one of our Customer Advocacy Managers and was advised that the bed had to be reordered and that delivery is scheduled for March 8, Each Sleep Number Bed is made to order, so this is the soonest date we are able to deliverI suggest Ms [redacted] reach out to her point person should she have further questions Best regards, CS Correspondence Manger Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm sorry, but what happened to the bed that was supposed to be delivered February 23rd?? It was my understanding that the completed bed was to be delivered on that dateThat was after waiting weeks for deliveryNow, the company is saying the bed has to be reordered and made again?? This makes no senseIt has been my understanding that the delivery needed to be rescheduled because of a driver issue not that the bed needed to be reorderedSomething's just not right -- all smoke and mirrors from my point of viewMeanwhile, a year old man sleeps on a cot in terrible painNo, their response is not acceptable

Initial Business Response / [redacted] (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, Mr. ***. We sincerely apologize to Mr. [redacted] for the delays he experienced in reaching out... to our company regarding his order and delivery. We understand that this was a tremendous inconvenience. Mr. ***'s bed was delivered yesterday, December 15, 2015. Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is an absolute insult. How could a reputable company think that it is okay to take over $7,000 from a customer for their product, deliver the product almost 30 days after original delivery date; not respond to why after several delivery dates being confirmed by them and then cancelled on the actual delivery date; and having on three separate occasions customer service representatives ensuring us that a management representatives would contact us directly, which never happened, expect that we are okay with this horrible customer service, and the company just saying, ...oh well, sorry for the inconvenience....! Not to even address any of the issues identified: multiple calls from their customer service validating delivery dates and after we changed our schedules twice, the deliveries were not made on two occasions as they had previously confirmed a few days prior; management's failure to call us and provide some type of explanation; not addressing a partial refund for their horrible service is unacceptable! Although our bed was delivered finally on 15 Dec 15, one of the remote controls was faulty and we were told by the delivery person that they would have to order a new remote and provided no timeline of when we would receive the remote. So after all this we still have not received what we paid for (remote needs to be replaced) in full, no compensation or explanation for horrible service, just sorry for the inconvenience. We want an explanation for this horrible service; the remaining equipment we have paid for; and compensation in the form of a 15% - 20% refund for this unacceptable service. Final Business Response / [redacted] (1000, 15, 2016/01/05) */ January 5, 2016 Case # [redacted] Dear RevDex.com: Thank you for the opportunity to follow up regarding the complaint of our customer, Mr. ***. Again, we sincerely apologize to Mr. [redacted] for the delays he experienced in reaching out to our company regarding his order and delivery. Mr. & Mrs. ***'s bed was delivered on December 15, 2015. The new remote was delivered on December 20, 2015. We understand that Mr. & Mrs. ***'s bed was delivered 8 weeks after date of purchase on October 12, 2015. Because we were in midst of our company-wide computer conversion, we were informing our customers of the anticipated delay of delivery at the point of sale, but this was considerably longer. As a token of our apologies, we have issued an appeasement credit to Mr. ***'s credit card. We hope they are enjoying their new bed. Best regards, Legal Correspondence Analyst Final Consumer Response / [redacted] (3000, 17, 2016/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) We will accept a credit back to our credit card but we cannot say if this will be acceptable prior to knowing the amount of a proposed credit. Thanks you,

Initial Business Response / [redacted] (1000, 8, 2015/11/16) */ November 16, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** We sincerely apologize to Mr& Mrs [redacted] for the delay of the delivery of their bed, which was on November 12, The Home Delivery Technician called customer service to report that Mr& Mrs [redacted] refused delivery of the Sleep IQ (SIQ) optionThe cost ($plus tax) of the SIQ will be credited to their credit card We understand that the delay was an inconvenience and truly appreciate their patience Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/11/19) */ Select Comfort did come back after all the "threats" and set up an appointment for November 12th delivery, more than a month after purchaseTheir website says days Thanks for your help -***

Initial Business Response / [redacted] (1000, 11, 2016/01/21) */ January 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 experienced in reaching out to our company regarding her concernsMs [redacted] elected to cancel her orderWe refunded her the Home Delivery Return Service fee of $($+ tax)We did refund all applicable taxesWe're sorry the bed did not work out for her and wish her well Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 13, 2016/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Many thank you for refunding part of the monies to me( the delivery fee, with tax.and the tax on the bed However , there is still an outstanding charge of $plus tax for the returned delivery charge on the bed I am requesting a full refundThe bed was defective Many thanks for your help [redacted]

Initial Business Response / [redacted] (1000, 8, 2015/09/09) */ September 9, 2015 Case # [redacted] Dear RevDex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. ***. Our records indicate that Mrs. [redacted] purchased a Sleep Number(r) i8 Split... King Mattress (with SleepIQ), a Split King FlexFitTM 1 Adjustable Base, a Total Protection Mattress Pad, a Down-Alternative Pillow, a Memory Fiber Support Pillow and Home Delivery Service at one of our retail stores on April 30, 2015. Mrs. ***'s order totaled $6,781.72 and was paid using a Visa credit card. Mr. & Mrs. ***'s mattress and adjustable base were delivered on May 14, 2015 and the bedding products were shipped via UPS. Our Sales Professionals provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our products. It's a highly structured process. Our Exchange and Return Policy and 25-Year Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register and all sales literature related to our FlexFit product reflects its no-return policy. All policies, the terms and conditions of sale and the limited warranty are available to anyone interested and we invite all prospective customers to read them, ask questions and understand them before making a purchase. The Sales Professional who assisted Mr. & Mrs. [redacted] contends that she went over the terms and conditions of sale with them in detail and that Mrs. [redacted] signed their Customer Order (copy available upon request) as well as initialed the respective disclaimer relative to the Adjustable Bases Return/Exchange Policy: "Adjustable Bases Return/Exchange Policy: The FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 Adjustable Bases are not covered under the Sleep Number(r) 100 Night In-Home Trial policy. All sales of FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 adjustable bases and/or Surround Silhouettes are final. No returns or exchanges will be authorized or accepted." All of our calls are recorded. On June 2, 2015, Mr. [redacted] called our customer service requesting to exchange their i8 Mattress to the p6 King Mattress because of the aesthetics and an electrical smell coming from the mattress pump. The Supervisor Mr. [redacted] spoke with reminded him that his adjustable base was a final sale and that only the mattress would be exchanged, and Mr. [redacted] acknowledged it without hesitation. They also discussed that their 100-Night period would expire on August 22, 2015. An exchange was set up and their new p6 King Mattress (entirely new mattress with a new pump) was delivered on June 17, 2015. A credit of $1,086.13, for the difference in price was applied to their Visa. On July 31, 2015, Mr. [redacted] spoke to the same Supervisor. They discussed the terms and conditions of sale and the fact that their Customer Order Agreement was signed at the point of sale. On August 1, 2015, Mr. [redacted] spoke to different Supervisor who reiterated the same Adjustable Bases Return/Exchange Policy. Mr. & Mrs. [redacted] were provided a copy of their Customer Order showing that Mrs. [redacted] had signed and initialed the Adjustable Bases Return/Exchange Policy. Mr. [redacted] agreed that it is Mrs. ***'s signature and initials. Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM 1, FlexFitTM 2, and FlexFitTM 3 Adjustable Bases. There are hundreds of adjustable friendly mattress designs available. As long as an innerspring does not have a border rod in it and is 10-12 inches in profile, it will work just fine. All memory foam mattresses that are up to 12 inches in profile are compatible as well. We're sorry, we cannot accommodate Mr. & Mrs. ***'s request for authorization to return their King FlexFitTM 1 Adjustable Base. We are sorry that the two mattresses did not work out and wish them well. Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear RevDex.com, We do not accept the response from Sleep Number Bed for the following reasons: The source of the electrical smell (electrical pump which controls the FlexFit Frame) which was mentioned in our complaints both (verbal and written) has not been addressed. The smell emanated from the electrical pump upon raising and lowering the FlexFit Frame (not from the pump used to inflate and deflate the mattress) as indicated in the responses (verbal and written) from the company representatives. This potential safety/health risk (ex. Fire, harmful fumes) is not alleviated/resolved with the purchase of a mattress from any vendor (as suggested), because it is INHERENT in the product which we purchased from Sleep Number Bed (also, transported and set-up by their personnel). To suggest that there is not even a remote possibility that the FlexFit frame with attached pump, which we purchased from Sleep Number, poses the hazards which we have personally experienced is without merit. Re-calls are issued every day from manufactures because the product did not perform as originally thought or because there was an unexpected malfunction of a product. All of this occurs despite the best Quality Assurance and Quality Control measures which manufactures may implement. Also, we would like to state that there are a number of inaccuracies in Sleep Numbers' response to our complaint, as it relates to the conversations which we allegedly engaged in with the various Sleep Number employees. We stand by our original correspondence and reiterate that for our health and safety, we would like the product removed from our home and a refund to be issued in the amount of $1999.99. Thank you Final Consumer Response / [redacted] (2000, 16, 2015/10/02) */ Final Business Response / [redacted] (4000, 14, 2015/10/02) */ October 2, 2015 Case # [redacted] Dear RevDex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr. & Mrs. ***. Mr. & Mrs. ***'s complaint was discussed and resolved today on October 2, 2015, with mutual satisfaction. We apologize to Mr. & Mrs. [redacted] for any inconvenience and wish them well. Please contact me directly if you have any questions. Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 8, 2016/02/03) */ February 3, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** We sincerely apologize to Mr& Mrs [redacted] for the delays they have experienced regarding their recent orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected their order and deliveryWe understand that this was a tremendous inconvenience and appreciate their patienceAccording to our records Mr& Mrs [redacted] have received all of the items orderedWe have adjusted the billing cost and reimbursed the cost of Pillowcase, Inbalance, Kg, Sand, Set of and Mattress Pad, Total Protection, FlexTop KingWe thank Mr& Mrs [redacted] for their business and understanding Best regards, CS Correspondence Specialist

Initial Business Response / [redacted] (1000, 17, 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 refundA refund for $was credited to Mr***'s Visa on November 4, Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (2000, 19, 2015/12/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) The business did in fact refund the moneyHowever, I believe the business practices of this company are unacceptableI ordered the product expecting receipt within a week as I was told it was not on back orderI waited 2-weeks for the product and contacted customer service to inquireThe representative stated that she did not know when the product will be shippedI demanded to speak with a supervisor and was refusedI insisted still to availAfter a back and forth with the rep I then decided to just cancel the order and demanded a refund that dayIt too about a week for them to honor the refund request and credit my cardIt is interesting to me that they take the money the day the order is placed, yet wait a week to refund the customer's moneyI will not do business with is company again

Initial Business Response / [redacted] (1000, 8, 2016/01/28) */ January 27, 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 company regarding her orderThis 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 Ms***'s patienceWe refunded her Synchrony Financial account January 13, We regret that we have lost Ms***'s business Best regards, CS Correspondence Specialist Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/01/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was only refunded back $I'm still having to pay $to bring the account balance to zero so that I can close the credit card accountI would like for them to reimburse me for $I should not have to pay that considering I haven't had the bed for two months now Final Business Response / [redacted] (4000, 12, 2016/02/04) */ February 4, 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 regarding her recent orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected her order and deliveryWe understand that this was a tremendous inconvenience and appreciate her patience Ms [redacted] purchased her Sleep Number(r) pw/SIQ, King, Matt & Base at one of our retail stores July 12, 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 processOur Exchange and Return Policy and 25-Year Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register and all sales literature related to our FlexFit product reflects its no-return policyAll policies, the terms and conditions of sale and the limited warranty are available to anyone interested and we invite all prospective customers to read them, ask questions and understand them before making a purchase Returns: All returns must be authorizedNo unauthorized returns are allowedIf you are returning your mattress, modular base or set purchase under the Night In-Home Trial policy, you must contact our Customer Service Center ( [redacted] ) to obtain a Return Merchandise Authorization (RMA) number before returning the bed to usOnce your authorized return has been completely received by us in a good and sanitary condition, we will reimburse the full purchase price of the items being returned less shipping or Home Delivery Service & Setup feesRefunds will be issued to the original method of payment within approximately daysUnauthorized returns will be destroyed and no credit givenYou are responsible for the risk of loss and for shipping fees for returning or exchanging any productHome Delivery Return Services are available at an additional cost According to our records, the cost for Ms***'s Sleep Number(r) pw/SIQ, King, Matt & Base plus tax was ***The return charge for Home Delivery pickup service was deducted from the refunded cost of the mattress and base leaving Ms [redacted] responsible for ***We regret we have lost Ms***'s business and wish her well Best regards, CS Correspondence Specialist

Initial Business Response / [redacted] (1000, 11, 2015/08/26) */ August 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 August 5, 2015, with mutual satisfaction We're sorry Ms [redacted] experienced a warranty issue with her sheets set Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/08/26) */ They have refunded my orderThus, my complaint was resolvedThank you

Initial Business Response / [redacted] (1000, 5, 2016/03/09) */ March 9, 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*** Our records indicate that Mr [redacted] purchased a pw/SIQ, a FlexFitAdjustable Base, and bedding accessories on 3/30/The bed was delivered on April 8, Mr [redacted] claims to have called our Customer Service Center on numerous occasions, actually stating that he spent over hours on the phone with us last weekAll of the calls into our Customer Service Center are recordedWe searched our records back to Mr***'s date of purchase, and found only two calls had come inOne was in April of 2015, the other in June of Neither call mentioned an issue with the mattress slidingThere were three numbers associated with his file, and we checked them allThe two calls came from a number other than the number listed on the complaintOn the most recent call to the Call Center, June 12, 2015, he stated he had issues with a delay on the movement of the Adjustable BaseHe was not at home to do the troubleshooting and said he would call back in a weekThat was the last we've heard from Mr [redacted] until he called the store he purchased from on or about 2/27/ Mr [redacted] spoke with the Sales Professional at the store and was very upset and claiming he had called our Customer Service Center on numerous occasions and we were not resolving his issueThe Sales Professional emailed our Customer Service Center with Mr***'s story and we promptly called out to work towards resolutionOur technicians are going to his home on 3/12/to inspect the bed so we can resolve the issue Per the Sales Professional, when Mr [redacted] called in he was quite upset and used profanityThe Sales Professional went on to say this was the first contact the store had with Mr [redacted] in regards to the current situation Once we have inspected the bed, we will replace any defective parts under Mr***'s Limited Warranty We will not accommodate Mr***'s request for 50% off of his order as this is the first we are hearing of the issue and we responded as soon as it was brought to our attention on February 27, Best regards, CS Correspondence Manager Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called a few times and they can say I never called because seems they DO NOT follow throw as they said they also never said the store had to e mail them a few times because SLEEP NUMBER does not replied to me and I also called then @ the store and been to the storeI also called and I told the sales person about how my sales person left the store shortly after I bought my bed yet they say I never called them yet I have and I been to the store and yet I get a run around from then time and time againI have roommates that have been to the store telling them my issues and I get I need to call customer service a call , yet they have not contacted me backNOTE they also said I called and had issues with my bed and they they say I would call back I have called back many times and I'm told they would call me back yet never called back NOTE they also said they knew I had issues with my bed but did NOTTING ! and one more thing YES I was pissed offand was using profanityYEs I didI am tired of giving me a run around ! I am sure if you get treated as such as SLEEP NUMBER has treated me you would be pissed off as wellwhy does a SALES person have to e mail SLEEP # a few times with in a few weeks because SLEEP NUMBER DOES NOT contact me ? and they have a lot of EXCUSES and yet does notting to resolved thisNOTE I also ASKED them for AM SERVICE and yet then again they will always do what they want because they can say order what ever they wanna doNOTE I have a year warranty.I am sure they will NOT STAND behind this eitherNOTE this is been going on a year and I have not had this bed a full year and yet they come up with EXCUSESPOOR CUSTOMER SERVICE NOR they follow up on bad service as they noted they knew I has issues with my bed and did notting !!! nor did follow up as I have called them time and time againthe hours are from calling and trying to contact them over and over again plus driving to the storeand seems like they have a turn over in sales peoplei don't understand why they wouldn't try working with my problems ion my bedand if the mattress needs to be replaces or what ever the issues with is sliding back and the bed does not move in up right or down , like it should and it does not read its info on line( internet ) as they claim it does doesn't work very well either So if Sleep Number can say what ever they like because they think they can treat people this way and try to get away with this to customers this is unacceptable with meyou think calling and trying to talk to service and they will contact you back never doesor driving to the store doesn't time time then I don't know what you would call it trying to get your bed fixed working as it should beI would if I stand out side there store telling others how my service was and how I was treatedI wonder what customers think of how I was treatedor show them these e mails SLEEP NUMBER KNOW I HAD ISSES and NEVER FOLLOWED BACK as they once said they knew I had some issuesPLEASE ANSWER that ? you can't why because CUSTOMERS are just a NUMBER and they have your money they don't care about you any more ! this is how I feel and how I been treated !! Final Consumer Response / [redacted] (3000, 15, 2016/03/16) */ ***Document Attached [redacted] I am so upset, this bed still slides, I feel either they can give my full refund back or 50% of the beds cost back because I am STILL having issues with this bed slide backthe service guys saw it still movesi asked what will stop this issues , Service guysto fix my bedthey said ( A RETAINER BAR for a QUEEN FLEX FIT bedthis would stop the siding backi asked the guys to note that in the servicei feel they should fix this no cost to me and if they don't wanna take care of this refund or 50% of the cost of this bedi don't think asking to fix this bed from sliding back 6" passed the frame is not to much to ask fix it if this RETAINER BAR for a Queen FLEXFIT bed fixes t his bend then I be happy I think they would wanna take care of there customerssenses they got my money I feel they don't carefor all my problems I think they would make it right and offer some thing for all my issues[redacted] is my phone # and I would like to note they seem to have new sales people in there store a lot my sales person doesn't even work in that store any more eitherFunny how you are told they will contact you back but they do not follow through with what they tell youi had to have a sales person contact the service Department because they don't follow through with me I am now noting all this names and problems I have so when Sleep Number says any time any more ill have namesYes I am very upset still my bed till SLIDES BACKthis RETAINER BAR for a QUEEN FLEXFIT is needs and I should be getting that freewhen I am told this mattress will not move back witch is my big problem sliding backwardsthis service and RETAINER BAR and then coming out should be all free because I am told then buying this it would not slide and I been dealing with this non stopNOTE the service guys knows this still slides back and told me this would help it from sliding backso either fix this bed or give me a full refund or -50% off on this bed ! one of the three is not asking to muchI should not have any cost to me because spending on a bed and told I wont have any issuesNOTE it be nice to be able to have a good nice sleep with out this bed sliding back and I lose my sleep because this mattress slides 6" and my pillow falls forward because this mattress slides backwardsso I am very upset Final Business Response / [redacted] (4000, 17, 2016/03/18) */ March 18, Revdex.com of Minnesota & North Dakota RE: Mr [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customer, Mr*** Again, our technicians were out to Mr***'s home on March 12, to check the mattress to see if anything needed replacingThe technician called our call center while at the home and there was no mention of anything needing to be replaced or ordered We have no records of any issues with Mr***'s Sleep Number Bed purchased March 30, until it was brought to our attention February 27th, As soon as we heard of it, we set out to resolve it for him In the spirit of good customer service, we are sending Mr [redacted] a retainer bar at no costThis will include installation instructionsShould he need our technicians to come out and install, he would be responsible for that feeHome Delivery visits are not a complimentary serviceWe already made an exception to cover the costs of his last service call Should Mr [redacted] have any questions or concerns, we encourage him to reach out to our Customer Service Center at [redacted] for assistance Best regards, CS Correspondence Manager

Initial Business Response / [redacted] (1000, 8, 2015/10/19) */ October 19, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** Mr***'s complaint was discussed and resolved today on October 19, 2015, with mutual satisfaction and wish him wellPlease contact me directly if you have any questions Best regards, We apologize to Mr [redacted] for any inconvenience Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 11, 2016/01/25) */ January 25, 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 any delays she experienced in reaching out to our company regarding her warranty concernWe understand that this was an inconvenience and appreciate her patienceMs [redacted] elected to cancel her order so her MasterCard was credited in full on December 23, We regret that we have lost Ms***'s business due to our computer conversion Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (2000, 13, 2016/02/03) */

Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ September 3, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** Our records indicate that Mr& Mrs [redacted] purchased a Sleep Number(r) p California King Mattress & Modular Base ($3,+ tax = $3,858.83) and Home Delivery Service ($+ tax = $195.65) from one of our retail stores on May 1, Their order total was $4,and paid for using a Synchrony financed planWhen the Home Delivery team tried to install it on May 13, 2015, it was discovered that Mr& Mrs [redacted] had a Standard King bed frame, not a California King frame, so we exchanged it and delivered the Standard King set on May 28th, 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 processOur Exchange and Return Policy and 25-Year Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register and all sales literature related to our FlexFit product reflects its no-return policyAll policies, the terms and conditions of sale and the limited warranty are available to anyone interested and we invite all prospective customers to read them, ask questions and understand them before making a purchase All of our calls are recordedOn August 4, 2015, Mrs [redacted] called our customer service requesting authorization to return their bed for a refund and was provided with the return shipping options, which are: You can return it using a carrier of your choice and you are responsible for any shipping charges Or, we can set up ARS pre-paid shipping labels that will be deducted from your refund (for a fee of $per box)These labels will include insurance and all the necessary information to ensure timely processing of your refund (Return Merchandise Authorization number, your address, our address, etc.) Or, you can choose our Home Delivery Return ServiceTechnicians come to your home, disassemble, package and ship the bed back to usThe cost for this service is $and is deducted from your refund After the Customer Service Representative (CSR) recited the return shipping options, Mrs [redacted] said, "Can you hold a minute and I'll go talk to him?" and the CSR replied, "No problem." Mrs [redacted] came back on the line a minute later and stated, "Okay, he said to go ahead and schedule it to be picked up." The CSR proceeded to set up the return with Home Delivery Return Service and gave Mrs [redacted] the RMA (Return Merchandise Authorization) number 4491297, as well as their refund total of $3, Mr& Mrs***'s pCalifornia King Mattress & Modular Base were picked up on August 11, and their Synchrony account was credited for $3,This credit would have left a balance of $on their Synchrony account - $for Home Delivery & Sand $for the Home Delivery Return Service Sleep Number and Synchrony Financial are separate companiesDue to federal laws protecting the privacy of consumer's financial information, Synchrony cannot provide or discuss our mutual customer's financial transactions or any other facts regarding their individual accountsSleep Number cannot alter Mr& Mrs***'s agreement with SynchronyWe recommend Mr& Mrs [redacted] contact Synchrony directly at 1-800-250-with any questions Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) do not know what SYCHRONY would have to do with the with the home delivery and home delivery return charges since it was there mattress being returned to them Final Business Response / [redacted] (4000, 9, 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*** Mr& Mrs [redacted] chose the Home Delivery & SService and Home Delivery Return ServiceThe cost of the Home Delivery & Set up Service is non-refundableHome Delivery Return Service (disassembly, packaging, shipping and insurance) is not a complimentary serviceIt is common for convenient services that require the high cost of fuel and labor, to be to be priced accordingly We're sorry; we cannot accommodate Mr& Mrs***'s request for free Home Delivery ServicesWe're sorry the bed did not work out for them and wish them well Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 8, 2015/12/16) */ December 16, 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 company regarding the delivery of her bedWe understand that this was a tremendous inconvenienceMs***'s bed was delivered on December 12, Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The bed was promised on December 11, 2015, not December 12th We have not received a written apology, as requested To add insult to injury, the delivery drivers damaged our brand new--as in, less than hours in our home-bedroom furniture; we were promised contact by the company within 24-hours...and according to form, we've not heard anything from Select Comfort I've attached a picture taken December 12, while the delivery team was still on site Final Consumer Response / [redacted] (3000, 29, 2016/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please read more carefully: I did not infer the delivery truck drivers were circus performers And allow logic to guide your comments, lest they become even more libelous: The bed and foundation were delivered by two men; the voice in your recorded call belongs to one delivery driver, whilst the second delivery driver...who we heard talk with accented speech...stood by The interpretation of the damage having been buffed over and lacking rough edges and/or splinters was likely due to the fact that a heavy, yet smooth, object was just shoved across the bed frame I have included a copy of the invoice/delivery receipt Final Business Response / [redacted] (4000, 31, 2016/03/15) */ March 14, RE: Mrs [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customer, Mrs*** Mrs [redacted] forwarded the Delivery Ticket for her bedroom furnitureThe invoice shows the furniture was also delivered on 12/12/We have sent this information over to XogistixThey do our Home Deliveries on the East CoastThey will be investigating the damage claim going forward and will reach out to Mrs [redacted] to discuss their findings Best regards, CS Correspondence Manager

Initial Business Response / [redacted] (1000, 5, 2015/11/04) */ November 4, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** We have credited Mr***'s credit card for $We sincerely apologize for the delay in processing his refund Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/11/04) */