Sleep Number Corporation

May 20, 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***Mr***’s bed has shipped and, per UPS tracking, all boxes but one will be delivered on May 24, That box has a UPS tracking number but no movement since May 17, The box has been reordered and expedited Per our Terms and Conditions of Sale, Sleep Number Beds are estimated to for delivery in our standard delivery areas within weeks The email confirmation that Mr [redacted] received is an auto-generated blanket email that states the bed will ship from our warehouse in 5-days, which is usually the norm The system did not know of the foam delay we are experiencing We truly apologize for the delay and are doing all we can to reduce our backlog and fulfill aging orders Best regards,Customer Advocacy Escalation Consultant

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] ordered a cMattress on January 26, The mattress was scheduled to be delivered on February 23, but the freight was misrouted Our Customer Service Representative called out to Mr [redacted] as soon as we were made aware of the error and offered the soonest available date of March 6, The model of mattress Mr [redacted] ordered is a “Made to Order” mattress and has a longer lead time than our “Made to Stock” models In looking into the situation we found that if we ordered a new mattress for Mr [redacted] the delivery would still have to go out two weeks because of this Our delivery routes are booking fast due to the amount of sales from our President’s Day Sale If there was a way we could get the mattress to Mr [redacted] sooner we would most certainly do so We’re terribly sorry for the inconvenience this has caused and would like to offer a set of sheets as a token of our apologies Mr [redacted] can contact our Customer Service Center at ###-###-#### once he has chosen his sheets of choice and we will place the order for him His file as has been noted with this information and anyone can assist him The Customer Service Center hours are 8:AM to 8:PM CST Monday through Friday and 8:AM to 5:PM CST on Saturdays Best regards, Customer Advocacy Escalation Consultant

I am rejecting this response because: These are complete lies! Watch the commercialIt shows the woman rolling onto her side and the bed adjusting to fill in the gapsIt does NOT do that Look at their print materials regarding this mattressIt said "senses movements and automatically adjusts"Again TOTAL LIES!!! The salesperson even told us to buy the imattress because it will adjust automatically when you roll to your side or start snoringIt doesn't do any of that! If this isn't a latent example of advertising, I don't know what isThere was never any mention of "responsive air" keeping the bladder inflated when the temperature changesThis was not what was described to is at any point of the research or sales processWe asked no fewer than times if the bed adjusts automatically to our sleeping position and they said a resounding YES This is why we bought this mattressThe ONLY REASON we purchase this brand and this model Please watch the commercial and tell me if it doesn't show the bed adjusting automaticallyI want a full refund!!!

Initial Business Response / [redacted] (1000, 8, 2016/02/02) */ February 2, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** We appreciate the service Mr [redacted] has provided to our country and sympathize with the disability he suffered Our records indicate that Mr [redacted] purchased a Sleep Number(r) P6, Queen, Matt for Adj Base, Dual Chamb and Queen FlexFit3, Stone, 1Remote., some bedding items, and Home Delivery Service at one of our retail stores on August 08, Mr [redacted] had received his mattress and adjustable base on August 20, 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 The Sales Professional who assisted Mr [redacted] went over the terms and conditions of sale in detail and Mr [redacted] signed their Customer Order (copy available upon request) as well as initialed the respective disclaimers, including the Adjustable Bases Return/Exchange Policy: "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." According to our records, On October 31, Mr [redacted] opted to return his mattress and pay for our Home Delivery return serviceAn exception was made at that time to allow Mr [redacted] to return his adjustable base with a restocking fee of $Mr [redacted] agreed to this stipulation and his mattress and adjustable base were returned on November 12, A refund was applied to his financing account November 17, As an exception has already been made for Mr [redacted] we are not able to honor his request to provide additional monies for his frustration Best regards, CS Correspondence Specialist Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I mentioned in my original complaintAlthough I feel that the restocking fee is exorbitant, I am willing to accept thatHowever, I still feel that they should pay me the difference in the $that I paid them and the $they require for the delivery, the restocking and the return shippingThat comes to $ I would agree to settle for that Thank you, [redacted]

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, Mr*** We sincerely apologize to Mr [redacted] for the delays he experienced in reaching out to our company regarding his orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected his order and deliveryHis beds were delivered on January 13, We understand that this was a tremendous inconvenience and appreciate his patienceWe did apply an appeasement to his Visa as a token of our apologies Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 8, 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're sorry for the delays Ms [redacted] 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 delayed her orderMs***'s adjustable base was delivered on January 9, We understand that this was a tremendous inconvenience and appreciate her patience Best regards, CS Correspondence Specialist Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/02/04) */

Initial Business Response / [redacted] (1000, 7, 2015/11/18) */ 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& Mrs [redacted] for the delay of picking up of their mattress, which was on November 14, The refund of $1,will be credited to their Synchrony financed account 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] (3000, 9, 2015/11/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) We paid for this mattress with PART their credit card they spoke of from Synchrony Bank in the amount of $AND also our DEBIT CARD which was $Both of these should be credited completely, and yes they finally did pick up their mattress and everything with it Final Business Response / [redacted] (1000, 19, 2015/12/22) */ December 22, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follow up again regarding the complaint of our customer, Mr*** iLE King Mattress w/ SIQ UPS Total Protection Mattress Pad Rcvd at Store In-Balance Layer Rcvd at Store CoolFit Pillow UPS In-Balance Pillow UPS Pillow Protector UPS Pillow Protector UPS Freight UPS Total Our records indicate that Mr [redacted] purchased a Sleep Number(r) iLE King Mattress with Sleep IQ, a Total Protection Mattress Pad, an In-Balance Layer, a CoolFit Pillow, an In-Balance Pillow, two Pillow Protectors and UPS Shipping at one of our retail stores on August 29, Mr& Mr***'s bed was delivered in boxes via UPS on September 3, The Pillow Protectors, CoolFit Pillow and In-Balance Pillow were delivered in box via UPS on September 4, The Total Protection Mattress Pad and the In-Balance Layer were received in the store on the date of purchase, August 29, The total of Mr***'s order was $3,and was paid for using a Synchrony Bank financing plan for $1,800.00, a MasterCard for $1,and a promotional marketing certificate for $ On September 10, 2015, Mr [redacted] went back to the store and exchanged his CoolFit Pillow for an In-Balance Pillow, which resulted in a credit of $to his Synchrony account on September 18, On October 21, 2015, Mr [redacted] contacted our Customer Service requesting a return for refund of his mattress and chose Home Delivery Return Service ($+ 7% tax = $192.59), which was deducted from his refund Mr***'s refund credits were as follows: $ Synchrony 9/18/(exchange to In-Balance Pillow refund) $1,Synchrony 12/2/(mattress return) $ Synchrony 12/2/(exchange transfer- this should not have been credited) $1, $ Mastercard 12/2/ As you can see, we over-credited Synchrony $more than Mr [redacted] had financed, so if he hasn't already, he should have received two checks from Synchrony totaling $ Total refunds were $2,The non-refundable UPS Shipping was $and Home Delivery Return Service was $= $Mr [redacted] still has bedding with a total value of $599.14: Total Protection Mattress Pad In-Balance Layer In-Balance Pillow In-Balance Pillow Pillow Protector Pillow Protector Total $ Due to our company-wide computer conversion, we have over-credited Mr [redacted] by $338.23, plus the cost of one In-Balance Pillow ($97.36), for a total of $435.59, which we are willing to allowIf Mr [redacted] has any questions regarding his Synchrony, we recommend he contact them directly at 800-250- Best regards, Legal Correspondence Analyst Final Consumer Response / [redacted] (2000, 22, 2015/12/23) */

September 8, 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***Our records indicate Mr [redacted] purchased a full sized CMattress and FlexFitAdjustable Base and a Total Protection Mattress Pad on August 26, The mattress and base were scheduled to be delivered to his mother on September 7, 2016, the day she was moving into assisted living, with a 10:30-2:time frameThe day of delivery it was discovered that the ship to address reverted back to the billing address and we were told it was too far off the scheduled route to make the delivery Mr [redacted] contacted our Customer Service department and we, in turn, reached out to our Home Delivery Team and our Routing Department to see what we could to ensure delivery today as promised We were able to arrange delivering to the correct address with a 5:30-9:time frame and the delivery was completed before 6:PM One of our Customer Advocacy Mangers called out to check on the delivery and awaits a return phone call At this time we believe this matter to be resolvedPlease contact me directly if you have any questions Best regards, Customer Advocacy Escalation Consultant

Initial Business Response / [redacted] (1000, 11, 2016/01/26) */ January 26, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr***on behalf of Ms*** Ms [redacted] purchased a Sleep Number iLE Queen Mattress (with Sleep IQ), a Queen Modular Base ($2,with tax included), bedding items totaling $(with tax included) and complimentary Home Delivery Service & Set-upMs [redacted] & Mr [redacted] elected to return their mattress and base using Home Delivery Return Service for $+ tax = (deducted from refund)Ms [redacted] & Mr***'s mattress and base were picked up on January 16, and Ms***'s MasterCard was credited $2,We're sorry the bed did not work out for Ms [redacted] & Mr [redacted] and wish them well Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (2000, 13, 2016/01/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) The response is accurateI want to say that the return process was not as bad as all the horror stories I readI only waited on hold for minutes and the entire return process took about minutesI still feel the bed should have been returned for free, however I accept the outcome and consider this case closed

September 13, Revdex.com of Minnesota & North Dakota RE: Ms [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding he complaint of our customer Ms*** Ms [redacted] purchased a pFlexTop California King Mattress and a FlexTop California King FlexTopAdjustable Base on July 16, Both base and mattress were exchanged to straight California King and delivered on August 15, Ms [redacted] called our Customer Service Center on August 18, stating she was no comfortable in the bed, and questioned how to return Our representative explained the base was a final sale per the Terms and Conditions of Sale Ms [redacted] called back on August 29, to set up the return of the mattress After hearing the return options, Ms [redacted] opted to have our Home Delivery Team pick up the mattress, which they did on September 5, In regards to her requested settlement, we were not notified there was an issue with the retainer bars until receiving this complaint We have since ordered a new set for her We cannot refund the pifee as that is the fee for the return method she chose On September 7, Ms [redacted] used her two referrals to purchase two pillows Our customers are aware of the components of the bed, how long our delivery lead times are, and that the adjustable base is a final sale item We consider this matter closed We’re sorry the mattress didn’t work out for Mr [redacted] and wish her well Best regards, Customer Advocacy Escalation Consultant

Initial Business Response / [redacted] (1000, 9, 2015/12/17) */ December 17, 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 new remoteWe understand that this has been a tremendous inconvenience and appreciate their patienceTheir remote was delivered via UPS on December 17, Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/12/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) While I am grateful that Select Comfort finally sent me the remotes, I am still disenchanted with the companyIt should not have taken almost months to get replacement parts for an existing customerSelect Comfort has lost me as a customer, which is a shame because I love the bedsI can never trust this company again

I am rejecting this response becauseFirst I was told I would get months interest free financing or I wouldn't get the replacement top and padding Who in their right mind would pay 29.99% interest rate when I could have purchased a new bed with no interest for months or a new bed from Rooms To Go for years no interest! Second, they said I was transferred to the bank to ask for a better interest rate but the bank referred me back to Select Comfort who referred me back to the bank and so on I could not get a straight answer from anyone I talked with When I asked the person if they would purchase anything with a 29.99% rate I received no answer! This company is dishonest and by their own admission, they sent me the information about the interest rate after the sale! this is unacceptable and I want this entire incident to be available on the Revdex.com web site

Initial Business Response / [redacted] (1000, 10, 2016/01/11) */ January 11, 2016 Case # [redacted] Dear RevDex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mrs. ***. We sincerely apologize to Mr. & Ms. [redacted] for the delays they experienced in... reaching out to our customer service. This is not our normal mode of operation. We recently implemented a complete computer systems conversion, which affected their order. Mr. & Ms. [redacted] did exchange two bedding items at the store on October 30, 2015 and paid $97.46 with an American Express card. Mr. & Ms. ***'s bed was picked up on December 17, 2015 at no additional charge and their refund of $6,909.53 ($97.46 to their American Express and $6,812.07 to their Synchrony financed account) settled on December 29, 2015. Please contact me directly if you have any questions. Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 8, 2016/01/26) */ January 26, 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 her patience Our records indicate that Ms [redacted] purchased a Sleep Number(r) IQueen (dual air chamber) Mattress and FlexFit Adjustable Base, some bedding items, and Home Delivery Service at one of our retail stores on December 1, Ms***' mattress and adjustable base were delivered and set up on December 10, On December 14, Ms [redacted] emailed customer service and we appeased a 9" adjustable base leg kit and Home Delivery installation at no chargeWe also applied an appeasement back to Ms***' Synchrony financing account On January 4, we ordered a retainer bar, at no charge, for Ms***' adjustable base On January 4, we set up a trial return on Ms***' mattressShe chose to pay for our Home Delivery service to remove and return her mattressMs***' IQueen Mattress was picked up on January 20, and on January 22, we refunded Ms***' Synchrony account and MasterCard The FlexFit Adjustable Base was a final saleWe're sorry, we cannot accommodate Ms***' request to return the adjustable base for a refund Best regards, CS Correspondence Specialist Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received the entire refund - they refunded Synchrony - Not the MasterCardAdditionally, they did not send me any refund receipt information so I can contact my bank in the case it does not show up in my accountAlso, without the refund information I have no idea how much they have refunded meAnd it appears as though whatever "appeasement" they applied to the Synchrony account - they took away as the balance was adjusted Please note they charged me for a "warranty" at least that is what I was told it was forReality they charge ~$for a plastic mattress cover that did not truly extend the warrantyThey have no intention of refunding the money for thatOf course had this been in stock at the store and/or they had been honest I would have never paid that amount for a plastic mattress coverThe price is outrageous - you can buy them for $30-$The entire experience has not been goodWhen contacting their support I had to invest hours of time to get through - their Manager Tanisha was extremely rude and lied to me when I spoke with herShe told me if I so much as touched the mattress to remove it the "warranty" would be expired and they would not take it awayI found out later she could have walked me through removing the mattress myself and set it aside for pick upFrankly I can go on and on about horrible the experience was - I believe all parties get the point At this point I am waiting for my full refund and a refund receipt from this company

Initial Business Response / [redacted] (1000, 5, 2015/07/09) */ July 9, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customer, Mr*** Mr***'s complaint was discussed and resolved today with mutual satisfaction Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as they do what they said they would then select comfort has satisfied me

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

Initial Business Response / [redacted] (1000, 5, 2016/02/15) */ February 15, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** On January 23, Ms [redacted] purchased a Tech-E, Storage Lap Desk, Green through our website We provide all of our 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 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 A Trial Return has been set up as an exception to our return and exchange policyMs***'s full purchase price for the Tech-E, Storage Lap Desk, Green will be refunded within weeks of returnWe regret we have lost Ms***'s business Best regards, CS Correspondence Specialist

Initial Business Response / [redacted] (1000, 8, 2016/01/15) */ January 15, 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 orderMr [redacted] elected to cancel his orderWe refunded his MasterCard in full on December 18, We understand that this was a tremendous inconvenience and regret that we have lost his business due to our company-wide computer conversion Best regards, Legal Correspondence Analyst

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, Mr*** We sincerely apologize to Mr [redacted] for the delays he experienced in reaching out to our customer serviceThis is not our mode of operationWe recently implemented a complete computer systems conversion, which affected his order Unfortunately, Mr [redacted] chose to cancel his bed orderMr [redacted] was charged $3,on November 30, and was credited the full $3,on December 9, Since the bedding had shipped before he canceled, Mr [redacted] received the bedding via UPS, but he was kind enough to return it to the store Again, we apologize to Mr [redacted] for any inconvenience and wish him well Best regards, Legal Correspondence Analyst

I am rejecting this response because:Select Comfort has accepted to give credit on all merchandise BUT they are leaving out my answers as to why it came to thisFor one Select Comfort is leaving out instead of letting me know prior to delivery they were backlogged on missing part Select Comfort left us with no bed to sleep inI had giving my bed away to have my bedroom ready for delivery of the new bedIt was NOT until March 22, that Select Comfort ( spoke with Melissa ) that part was backlogged until then they just gave me excuses and also sent me a new Mattress topper that was not needed I already had that partI called Select Comfort to let them know they sent a part that was not necessary and that Select Comfort delivery people left the wrong part in my bedroom even after I asked delivery people to take it with themSo now I had parts that belonged to Select Comfort which made us responsible for the care of these extra parts When UPS showed up again I refused the part because I had NO way of knowing what was in the box because I never received a call about a part be delivered and I did not want the responsiblity of yet another part at my homeAs far as appeasing me I made the calls to Select Comfort over and over for days to get this taken care of so I could go purchase another bed some where elseBut with out the refund back to my card I could not afford thatHere it is days later and I am am still sleeping on my couch ..It took all this time for Select Comfort to FINALLY set up pick up of there merchandise I again had to call Select Comfort and try and get them to pick up this bed and refund my moneyI spoke with Bob[redacted] ###-###-#### ext [redacted] who placed a order for pick up but NOT until April which will leave us with out a bed for yet another daysThis never started out this way but Select Comfort made it this way for so longBob told me he would contact me on April to make arrangements to have these parcels picked up by UPS but today is April and never heard from Bob I again will call him today April to see when UPS will be picking up parcelsSelect Comfort has a way of turning customers problems around to make it look like they have done something good when in fact Select Comfort has not but to make it a miserable experience with the company WE HAVE GONE ALL THIS TIME WITH NO BED AND SELECT COMFORT HAS THE NERVE TO PUT ANY BLAME ON USTHANK YOU***