Sleep Number Corporation

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 so long as it is completed as promised My wife called customer service as recommended because we have still not received the $($was received)We continue to be frustrated as they can't find the second credit and then accused us of never having paid to begin with which we all know is not the case So looks like another "training" opportunity and more importantly...I still need my $!!!i do appreciate the resolution for the replacement parts so if we can just get the refund right, we'll all be in a better place Thank you-***

Initial Business Response / [redacted] (1000, 7, 2016/03/12) */ March 12, RE: Ms [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms [redacted] *** We're sorry for the delays Ms [redacted] experienced in regards to the delivery of her bedThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected her orderWe understand that this was a tremendous inconvenience and appreciate her patience Our records indicate that Ms [redacted] purchased a Sleep Number(r) iFlexTop King Mattress and Base on October 12, Ms [redacted] wanted delivery on January 6, Unfortunately, she had to be rescheduled to January 21, We were unable to complete delivery on that day, but shipped the bed to directly her via UPSOur technicians came to Ms***'s home on January 27th and installed the bedWe credited her financing as a token of our apologies Again, we apologize that Ms [redacted] was inconvenienced and wish her well Best regards, CS Correspondence Manager Initial Consumer Rebuttal / [redacted] (2000, 9, 2016/03/14) */

December 22, Revdex.com of Minnesota & North Dakota RE: Ms [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follregarding the complaint of our customer, Ms*** Ms [redacted] purchased a Queen iMattress with SleepIQ and a Queen FlexFitAdjustable Base on September 4, They were delivered by our Home Delivery and STeam on September 20, On November 14, Ms [redacted] called our Customer Service Center and set up a return on the mattress She’d been having comfort issues that we could not resolve for her The mattress was shipped back via UPS and we signed receipt for it on November 17, Per the Terms and Conditions of Sale, refunds may take up to business days to settle to original financial institution Ms [redacted] called us on November 30, to check on the status of the return and was reminded of the refund timeframe She called again on December 16, stating she did not yet have the refund It was discovered at that time that there a system glitch that did not check in the items when they were received The mattress was manually received in and her refund settled back to her Visa card the following day It may take the receiving institution a few days to post the credit We apologize for the frustration the delay in the credit caused, especially within the holiday season We cannot honor Ms***’s request to credit her more than the amount of the refund We did settle the refund within the timeframe we promised We’re sorry the mattress didn’t work out for her and wish her well Best regards, Customer Advocacy Escalation Consultant

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 sincerely apologize to Ms [redacted] for any delays she experienced in reaching out to our company regarding her recent bed orderWe understand that this was an inconvenience and appreciate her patienceMs [redacted] elected to cancel her order so her Visa was credited on January 4, We regret that we have lost Ms***'s business due to our computer conversion 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.) They have replied to the Revdex.com that they credited my credit card on January 4th and this is a BOLD FACED LIE!!!! They have NEVER credited my credit cardI received a "vendor check" in the mail and deposited it into my checking account on January 19th, It is now business days later and the check from Select Comfort HAS NOT CLEARED YET and my bank has yet to be paid!!!! My bank has advised me not to use the funds until they can get payment from Select Comforts bank for fear that it bounces I have filed a dispute with my credit card (Barclays)company which has thankfully put a "temporary credit" on my card, (which is from Barclays, NOT select Comfort) so I would not be charged interest while I wait, excuse me, fight for the refund I do not believe that Select Comfort has the funds in their checking account to cover this checkI have a fear that this check will bounce and I will be out $2,that this "refund check" that was sent to me on a vendor checkI AM BEYOND FRUSTRATED WITH THIS COMANY AND BELIEVE THAT THE ONLY REASON THEY ARE STILL SELLING BEDS IS PAY OFF OLD DEBT AND THERE ARE NO BEDS TO BE HADI believe this is called a Ponzi SchemeI cannot believe the lie that has been told to the Revdex.com to try to get out of thisAnd why would they tell me over the phone back on January 4th that my card would be refunded and instead send me a "vendor check" weeks later??!! This is not appropriate way to refund a customer who used a credit card to purchase and itemTHIS COMPANY NEEDS TO BE INVESTIGATED!!

February 20, 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 cQueen Mattress, Modular Base, Home Delivery SService, and some accessories on January 7, The mattress was delivered via our Home Delivery Team on January 20, Ms***’s boyfriend called our Customer Service Center (CSC) on January 11, and asked if the Home Delivery technicians would remove the current mattress and our Customer Service Representative (CSR) explained they would February 5, Ms [redacted] emailed us that she wanted to return the bed Our CSR explained the return options and advised she would have to call in to set up the return as returns cannot be processed via email Ms***’s boyfriend called our CSC on February 6, to return the bed due to back pain Our CSR explained that we recommend having the bed in the home for days prior to returning as our mattresses can take a while to adjust to Our CSR advised to call after February 18, and went over the return options Ms***’s boyfriend said he would use the prepaid UPS labels ($per label) to send the mattress back He thanked our CSR for his help and said he would call back to set up the return As of yet, we have not gotten a phone call from Ms [redacted] or her boyfriend Ms [redacted] signed the Terms and Conditions of Sale (copy available upon request) acknowledging that she read and agreed to the terms including the following disclaimers: Shipping and Delivery: Comfort Service Home Delivery is available on selected products in selected areas Shipping and delivery fees are non-refundable and do not include any return shipping/delivery service which is available for an additional charge Comfort Service Home Delivery outside our standard delivery areas may be available for an additional charge Returns: Any permissible return must first be authorized by us No unauthorized returns are allowed Contact he Sleep Number Customer Service Center at ###-###-#### to obtain a Return Service Order (RSO) number before returning any product to us Once your authorized return has been completely received by us in good and sanitary condition, we will reimburse the purchase price of the items being returned less any return shipping/delivery fees Refunds are issued to the original method of payment within approximately days Unauthorized returns will be destroyed with no refund or credit given You are responsible for the return shipping/delivery fees associated with returning or exchanging any product to us The full retail value of any gift-with-purchase promotional items will be deducted from any return refund unless such promotional items are also returned unless prohibited by law We’re sorry the bed is not working out for Ms [redacted] and are still willing work with her to gain comfortWe do offer comfort suggestions and will customize at no cost to ensure our customers experience the best sleep possible Ms [redacted] and her boyfriend did not take us up on the offer of a comfort kit The Night In-Home Trial ends on April 30, If Ms [redacted] truly wishes to return the bed, she would need to contact us prior to that date Best regards, Customer Advocacy Escalation Consultant

January 10, 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 [redacted] purchased a Split King pwith SleepIQ, a Split King FlexFitAdjustable Base and some accessories on October 5, The mattress and base were delivered on October 28, via our Home Delivery and Set Up Team On October 30, Mr [redacted] called into our Customer Service Center to return the mattress and base He was advised that the adjustable base was a final sale He said he was unaware of this and that he would take the matter up with the store Our Sales Professional went over the Terms and Conditions of Sale with Mr [redacted] and he signed off agreeing to the terms and initialed by each bullet point pertinent to his purchase (copy available upon request) The terms clearly state: Adjustable Bases (FlexFit1, FlexFitand FlexFit3: Due to their unique handling and delivery requirements, all adjustable bases are excluded from any In-Home Trial Policy and are not returnable or exchangeable All sales of FlexFit adjustable bases are final We have an obligation of fairness for all our customers and cannot make Mr***’s request to return the adjustable base an exception We’re sorry the mattress did not work out for Mr [redacted] and wish him well Best regards, Customer Advocacy Escalation Consultant

Final Consumer Response / [redacted] (2000, 6, 2016/01/21) */ Received our chambers today by UPSThank you for getting our complaint handled so quickly

Final Consumer Response / [redacted] (2000, 14, 2016/01/18) */ Consumer contacted Revdex.com via Chat and stated complaint is closed

August 28, 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] worked with one of our Case Managers and the complaint has been resolved with mutual satisfaction Best regards, Customer Advocacy Escalation Consultant

August 19, RE: Mr [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** According to our records Mr [redacted] purchased a pQueen Mattress with SIQ and a Modular Base on August 14, at our Wellington Florida store Mrs [redacted] (or Mr [redacted] used her email) chatted in to our Customer Service Center on August 15, Mrs [redacted] stated that she saw something online that we were offering $off bedding if purchased on line and wanted information on that The following is an excerpt from the chat: I placed an order in store and found a worth of bedding being given away if you order online Andrew, 12:51pm Hey [redacted] We are not currently running a promotion that offers free bedding [redacted] ***, 12:51pm $IN FREE BEDDING†with purchase of any mattress or mattress set if you scroll down on that page it says $in free bedding with purchase Andrew, 12:53pm It does state: Offer valid at Queens, NY store only through 10/10/Not valid online For this offer you will need to visit that store [redacted] ***, 12:53pm that's exceptionally deciving so you are saying I should cancel my order then? Andrew, 12:58pm I have not recommended cancelling your order I apologize for any confusion However if you wish to cancel your order you will just need to call our returns department at 800-472- [redacted] ***, 12:59pm no, your service thusly has recommended I cancel my order Andrew, 1:00pm I sincerely apologize for the confusion, I have not recommended that you cancel your order I have however advised of who you can contact if you make the decision to cancel your order Is there anything else I can help you with today [redacted] ? [redacted] ***, 1:00pm you haven't helped with anything Ms [redacted] called on August 15, called our Customer Service Center to discuss this Our representative asked why she wanted to return and Mrs [redacted] stated it was because of the chat sessions her husband had with our Live Chat Team Our representative stated the current promotion was actually $and she would update her discount from $to $ And in the spirit good customer service she offered to give her and additional discount for her experienceMrs [redacted] declined Ms [redacted] was advised the order was canceled and there would be no charges The representative also made sure Mrs [redacted] was aware that she would be getting something in the mail from the finance company and assured there were no charges Mr [redacted] came back into the picture harassing us via a chat and then over social mediaHe wanted an email verifying his order was canceled Our chat representative verified the order was cancelled and advised Mr [redacted] to print the chat for his records Our chat team does not have the ability to send an email and this was explained to Mr [redacted] multiple times Mr [redacted] attacked our representative personally because he couldn’t send an emailOur system does not generate an invoice with the word cancelled on it It generates an invoice with the order number, customer name and address, with no line items and a zero balance We thought that would suffice and it was sent with an explanation Mr [redacted] continued to post on social media to the point we had to ban him Additionally, he has gone to Consumer Affairs We made four calls to Mrand Mrs [redacted] to apologize and the calls were never returned We’re sorry that our systems do not generate the form of proof of cancellation that Mr [redacted] was looking for and wish him well Best regards, Customer Advocacy Escalation Consultant

Initial Business Response / [redacted] (1000, 8, 2016/02/03) */ February, 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 recent bed orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which delayed Ms [redacted] orderWe understand that this was a tremendous inconvenience and appreciate her patienceMs [redacted] elected to cancel her order and her entire purchase price was refundedWe regret that we have lost Ms***'s business due to our computer conversion Best regards, CS Correspondence Specialist Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response of my experience not their mode of operation and company wide computer system conversion is a bold face lieI was told EACH and EVERY TIME when I had to call that my delay was due to supplies not being inWhy are they hiding behind the computer system conversion story? I find their statement and they are not fooling anyoneWhile I did receive my refund it only happened because I pushed to find out where my money wasThis entire experience has opened my eyes to what TRUE customer service is and Select Comfort needs to return to the basics of business and treat people the way THEY would want to be treatedI hope my experience helps save someone else from wasting their time and money with this company Final Consumer Response / [redacted] (2000, 11, 2016/02/05) */

Initial Business Response / [redacted] (1000, 11, 2015/12/08) */ December 8, 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 company regarding the delivery of his bed Mr***'s pKing set is scheduled to be delivered on December 11, 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

April 7, 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] purchased a California King pMattress, a California King Upholstered Bed and some pillows on February 17, Due to the Upholstered products being custom orders, the lead time for delivery can be – weeks Ms [redacted] wanted to return her pillows as they were not what she was expecting Our accessory items are non-returnable but we do offer a one time exchange within days We processed an exchange on the pillows There were some delivery issues due to requests to change the delivery date Due to our higher than sales volume, the original delivery date may fill up when searching for a different date When Ms [redacted] had to reschedule from March 27, 2018, the next available date was April 19, Ms [redacted] worked with one of our Customer Advocacy Managers and was delivered on April 5, 2018, but there was damage to the Upholstered BedOur technician called to notify us of the damage and one of our Customer Advocacy Managers is now working the case She spoke with Mr [redacted] and advised she will do all she can to expedite the delivery Mr [redacted] was pleased with her efforts We apologize for the inconvenience and frustration Ms [redacted] has experienced Sleep Number strives for world class customer service and we fell short of that goal Her feedback is appreciated and will be used as a coaching opportunity to better our interactions with our customers Best regards, Customer Advocacy Escalation Consultant

March 30, Revdex.com of Minnesota & North Dakota RE: Ms [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customer, Ms***Our records indicate that Mr [redacted] purchased an iFlexTop Mattress, FlexTop FlexFitAdjustable Base, a King Contemporary Camelback Headboard only, and many accessories on February 3, The bed was delivered on February 18, and the headboard was delivered on March 1, Ms [redacted] stated that she tried to get in touch with her Sales Person numerous times to discuss the measurements of the headboard Ms [redacted] also stated we she was told the headboard would be inches wide This is the width of the king size mattress, not the headboard Select Comfort doesn’t sell any headboard under inches wideOur Upholstered Products are all made to order The style and fabric is the customer’s choice As such, the Upholstered Products are final sales no returns or exchanges allowed The style Ms [redacted] chose is our Contemporary Camelback This particular style is one of our widest headboards at ¾ inches When delivered, if she felt there was an error, she could have refused the delivery Ms [redacted] accepted the delivery of the headboardOur Sales Professionals are expected to provide all prospective customers with the information necessary 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 stares at each register, and the return policy is printed on all sales literature advertising the respective productsWe invite all prospective customers to read them, ask questions and understand them prior to making a purchaseThe Sales professional went over the Terms and Conditions of Sale with Mr [redacted] in detail and Mr [redacted] signed the Customer Order (copy available upon request) acknowledging he read and understood those terms including the following: Upholstered Beds Return/Exchange Policies: The Upholstered Bed Collection (e.gupholstered headboards, sideboards and/or footboards) is not covered under the Sleep Number In-Home Trial policy Because these products are made-to-order, all sales are final and no cancellations, returns or exchanges will be authorized or acceptedMs [redacted] stated that that she attempted to reach her sales person to no avail, yet she only contacted our Customer Service Department on March 15, 2016--over a year after the purchase dateThis is our only record of her reaching out to us since March 5, The representative started to initiate the return, but then realized there were no returns on Upholstered Products and never finished the orderWe will not accommodate Ms***’s request for authorization of her Contemporary Camelback Upholstered HeadboardBest regards, CS Correspondence Manager [redacted]

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*** 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) Split King iMattress and Split King FlexFitadjustable base was installed on January 5, We have applied a credit to Mr& Mrs***'s Synchrony Financial accountWe hope this helps ease some of their frustration Best regards, CS Correspondence Specialist

October 3, 2016Revdex.com of Minnesota & North Dakota RE: Mr***Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr***Our records indicate that MrMr.*** purchased a Sleep Number® cQueen Mattress w/SIQ, two pillows and an InBalance Layer on June 18, The order was paid for using a Synchrony Finance account On June 20, Mrs [redacted] called our Customer Service Center (CSC) wanting to upgrade to the pmodel but only qualified for $through Synchrony Financial and that was not enough for the upgrade to be completely on the financing Our representative cancelled the accessory items off of the original order and reordered them using Mr***s MasterCard and processed the exchange to the pon the Synchrony Financing Our representative scheduled delivery of the pfor July 2, Mrs [redacted] called our CSC on July 19, to return the SIQ On the phone call she stated they love the bed and think it’s a brilliant idea but they just don’t use it Our representatiave tried walking Mrs [redacted] through the removal of the SIQ but Mrs [redacted] said she was unable to do so due to being pregnant Our representative set up the return and emailed the removal instructions so Mr [redacted] could remove the part Our representative told Mrs [redacted] the refund would be $299.99+ tax and that she would email a return label to use to return the part At minutes and seconds into the call our representative explained that $would refund to her Synchrony account On August 17, Mrs [redacted] called our CSC to check on the status of the return and we apologize that our representative erroneously told her it would be refunding via a checkThe refund had actually credited back to the Synchrony financing on July 20, as two credits in the amounts of $and $ Mrand Mrs [redacted] should be able to see this entry on their Synchrony statement and can reach Synchrony at ###-###-#### to verify the entries Mrs [redacted] called our CSC three times on September 19, and twice on September 28, to check the status of her refund and each time was again told that the refund processed in two credits back to her Synchrony account We have never received a dispute from Synchrony for any “fraudulent charges” on Mrand Mrs***’s account We believe the two entries Mrand Mrs [redacted] were seeing on their financing account were the credits ($and $64.45) for the return of the SIQ Synchrony Financial and Sleep Number are two separate entities and as such we cannot share information about our customers due to privacy laws We urge Mrand Mrs [redacted] to reach out to Synchrony with any questions regarding their financing account Best regards, Customer Advocacy Escalation Consultant

February 28, Revdex.com of Minnesota & North Dakota RE: Ms [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follregarding the complaint of our customer, Ms*** Our position remains the same A pump was sent out to rectify the air loss issue when Ms [redacted] had the dual chamber system based on the troubleshooting results She then requested the exchange to a single chamber system and another new pump and a single chamber were shipped out and delivered on February 28m We have not received an incoming call stating that the air loss issue was not resolved Ms [redacted] does not have to wait until March 10, for our technician to come out to the home She self-installed the mattress initially Installation of these parts will be follow the same procedure Should Ms [redacted] have questions regarding the installation we urge her to call our Customer Service Center, we will be more than happy to answer any questions she may have Best regards, Customer Advocacy Escalation Consultant

March 30, Revdex.com of Minnesota & North Dakota RE: Mrand Mrs [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customers, Mrand Mrs***Our records indicate that Mrand Mrs*** purchased a King Mattress and Base Set at one of our retail stores on September 3, Mrand Mrs [redacted] called in to our Customer Service Department on February 19, stating the zipper was broke on the cover for their mattress We replaced their cover under the terms of their Year Limited WarrantyMs [redacted] next called out Customer Service Department on March 25, This time she stated that she needed a new remote and cover Ms [redacted] was given her prorated replacement cost under her limited warranty terms and felt it unfair Due to their purchase date, Mrand Mrs [redacted] are covered at 40% under the limited warranty termsPlease understand that we have an obligation of fairness to maintain for all of our customersThe terms of the Limited Warranty agreement are provided to customers at the point of saleUnder that agreement, we cover 100% of the cost of warranty replacement parts for the first two years After the first two years, we cover a pro-rated share of the costReplacement component parts are guaranteed from manufacturer defects up to days from the customer receiving the component part If there is a defect after the days, the warranty coverage will revert back to the original warrantyMs [redacted] spoke with a Supervisor and in the spirit of good customer service, we offered to make an exception and cover 50% of her out of pocket replacement costs in addition to covering the shippingMs [redacted] declined the offer and stated she was going to the Revdex.comWe will hold this offer for Mrand Mrs [redacted] until April 24, should they change their mindsWe will not accommodate Mrand Mrs***’s request to replace the entire bed at no costBest regards, CS Correspondence Manager [redacted]

Initial Business Response / [redacted] (1000, 8, 2016/02/01) */ February 1, 2016 Case # [redacted] Dear RevDex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms. ***. We're sorry for the delays Mr. & Mrs. [redacted] experienced in reaching out to our... company regarding their order. This is not our normal mode of operation. We recently implemented a company-wide computer systems conversion, which delayed their order. We understand that this was a tremendous inconvenience and appreciate their patience. Mr. & Mrs. ***'s Sleep Number(r) FlexTop King iLE and FlexTop King FlexFit1,Stone, 2Remotes were delivered December 15, 2015. Their bedding accessories were delivered on January 4, 2016. We have appeased a set of sheets [redacted] as a token of our apologies. We hope this helps ease some of their frustration. Best regards, CS Correspondence Specialist

Initial Business Response / [redacted] (1000, 5, 2016/03/02) */ March 2, RE: Ms [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** We sincerely apologize to Ms [redacted] for the delays she experienced regarding her order and deliveryWe understand that this was a tremendous inconvenience and appreciate her patienceMs [redacted] purchased a Sleep Number QSE, Split King, Mattress and Adjustable Base through QVCThe address on the order was incorrect resulting in the product shipping to her parent's homeSleep Number tried to intercept the packages, but they had been returned to sender by the receiverThis resulted in the bed having to be reorderedThe order has shipped and is currently in transit with delivery expected tomorrow-March 3, There are a total of seven boxes and Ms[redacted] can reach out to our Customer Service Department at [redacted] to obtain the tracking numbers if she wishes Best regards, CS Correspondence Manager