Sleep Number Corporation

Final Consumer Response / [redacted] (2000, 7, 2015/12/15) */ We have received moms bed this morning..YEA!!

Initial Business Response / [redacted] (1000, 10, 2015/12/21) */ December 21, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** We sincerely apologize to Ms [redacted] for the delays she has experienced in reaching out to our company regarding the delivery of her order Ms***'s remote control was delivered on December 16, We understand that this has been a tremendous inconvenience and truly appreciate her patience Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 11, 2015/12/30) */ December 30, 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 refundWe understand that this has been a tremendous inconvenience Mr [redacted] is questioning the $he paid with his Visa on 8/9/We over-credited Mr***'s Synchrony account by $Synchrony Bank deducted $in interest owed, leaving a balance of $866.22, which was mailed to him by check on December 3, The only amount that Mr [redacted] paid was $($+ tax) for his initial Home Delivery & SServiceSo, $plus $plus $equals $1,As a token of our apologies, we are refunding Mr [redacted] in full, so he will soon receive an additional $ Best regards, Legal Correspondence Analyst

July 5, 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 Twin Long pMattress, a Twin Long FlexFit+ Adjustable Base and a Twin Long Total Protection Mattress Pad on February 25, He called us on April 24/stating there was a dip in the bed Base on the troubleshooting, it was decided that the foam topper pad needed to be replaced The order was placed under the terms of his Year Limited Warranty After receiving the topper, he called back on May 5, and stated there was still a dip and we advised to shake out the cover to fluff the fabric On June 17, he called back still questioning the dip in the mattress and we told him to check the base On June 26, we received an email from the store stating that the cover of the mattress wad ripped and we advise to have the customer call in to Customer Service to place the order for the replacement cover When he called in he mentioned the cover was compressed and was quoted the replacement cost of $as compression of the cover is considered wear and tear and not covered under the Year Limited Warranty We encourage Mr***to contact our Customer Service Center if the cover actually tore as this is something we can replace under the limited warranty Best regards, Customer Advocacy Escalation Consultant

May 22, 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 [redacted] Ms [redacted] purchased a King Set in June of When her account was set up for that order, a different address was on the main file than the address used for shipping Our system defaults to the address that the account was opened with This is why our representatives were having trouble finding her file and why her confirmations had the wrong address Once Ms [redacted] let us know the wrong address was on her confirmation the order was updated Additionally, Ms [redacted] was told that we could not remove the address and that confirmations would have the address the account was opened with The actual order was corrected At that time Ms [redacted] purchased her bed, Sleep Number had Firmness Control Systems that had two wired remotes Sleep Number has since stopped manufacturing the wired units and now offers a single wireless remote with our Firmness Control Systems The remote has the ability to adjust both sides of the mattress with the push of a button In listening to all calls with Ms[redacted] the calls oddly dropped as our representatives were asking exploratory questions to help find her file Ms [redacted] should have been called back, but calls came directly into each representative after the odd disconnects We’re sorry for the experience and are using her feedback as a coaching opportunity to prevent this from happening going forward We consider this matter closed Best regards, Customer Advocacy Escalation Consultant

I am rejecting this response because: MrJoel [redacted] called me to work towards satisfying my issues Mr [redacted] exhibited courtesy and determination to resolve my issues Thanks to his efforts, my bed has been totally returned to its design Unfortunately, the communicative dysfunction of SN agents and first level managers resulted in much ongoing pain for me That dysfunction remains today A second issue became obvious during repair to my bed Ms [redacted] from Leggett/Platt contacted me, was pleasant and was able to identify the problem immediately as the "hinges" connecting the three base segments This obviously was a well-known problem, and [redacted] was very sure that changing out the hinges would solve my problem And they did The "hinge" is essentially a flat hard-plastic plate utilized to join adjacent segments and to keep them aligned together The hinge movement is nothing more than a 'necked-down" seam that allows bending about that narrowed axis It is obviously fatigue failure from repeated flexing of the two segments This "cheap hinge" is perhaps applicable to a toy, but not to a high-value bed component! My bed is fixed for now - but a repeat fix is inevitable! A secondary issue is an apparent conflict between SN and the flex-bed base manufacturer Leggett/Platt Tech's from one company were not allowed to check or work on the other's hardware; each now have separate warranties With this problematic hinge, the warranty is useless I had to pay an additional $for a Leggett tech to replace my hinges I will have to repeat this cost in another 3-years; which is not a viable warranty! I have sought Leggett/Platt refund of my cost due to inferior design But an equitable solution for SN and customers is to bring the flex-base operation up to 25-year expected lifetime I require no other SN action However I recommend their insistence that the Leggett/Platt hinge problem be resolved or a different base supplier sought

Initial Business Response / [redacted] (1000, 5, 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.*** We sincerely apologize to Ms [redacted] for the frustration she has experienced in regards to her recent Sleep Number purchase According to our records, Ms [redacted] purchased an iQueen Mattress and a Queen FlexFit+ Adjustable BaseThis was delivered by our Home Delivery Team on September 3, On May 16, Ms [redacted] called our Customer Service Department stating mattress did not feel as firm as it had beforeMs [redacted] was asked to check the topper pad and was emailed the troubleshooting instructionsShe was also given a price quote of what the replacement cost would be under the terms of her Year Limited WarrantyShe never called back to place the order Ms [redacted] purchased a Queen cMattress only on February 7, on SleepNumber.comThis bed was delivered on March 1, by our Home Delivery Team On March 7, Ms [redacted] called our Customer Service Department and stated that the ihad the air chambers installed upside down and the hoses stapled to the air chamberWe do not bring tools to install our beds as they aren't necessary, and we certainly wouldn't staple an air mattressMs [redacted] asked us to cover the cost of her new bed due to the "faulty" installationMs [redacted] was advised of the other options she had in regards to the ibed and got angry and requested a supervisorThe supervisor ended the call with Ms [redacted] after she told her to "go f_ _k yourself." All calls in and out of our Call Center are recorded for quality assurance The choice to purchase the new mattress was entirely hersShe was aware, back in 2014, that we could fix the bed for herShe did not contact us about any issues since 2014, rather just bought a new mattressMs [redacted] could have refused the new mattress and we still could have fixed the old mattressShe chose to keep it We will not be able to accommodate Ms***'s request give her the new mattress free of charge Best regards, CS Correspondence Manager Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/15) */ FIRST OF ALL, I DID USE BAD LANGUAGE TO THE SUPERVISOR WHEN I ASKED IF THE RECENT INSTALLERS COULD BE ASKED HOW THEY FOUND THE INCORRECT INSTALLATION IN MY HOMEHER RESPONSE WAS "WELL, I WON'T BE DOING THAT!" ALSO, THIS WAS AFTER SPENDING OVER HOURS ON HOLD LISTENING TO SLEEP NUMBER COMMERCIALSWHEN ANYONE CALLS SLEEP NUMBER CUSTOMER SERVICE THAT IS WHAT CONSUMERS HAVE TO ENDURETHESE COMMERCIALS REPLAY OR TIMES OR MORE BEFORE YOU CAN SPEAK TO ANYONEI WAS DISCONNECTED, HUNG UP ON WHEN I ASKED TO SPEAK TO A SUPERVISOR ALL ON THE SAME DAY ON AUGUST 25,2011, I PAID SLEEP NUMBER OVER $5,THE MATTRESS THAT WAS INSTALLED INCORRECTLY COST $I ALSO PAID FOR THE INSTALLATION OF THE MATTRESS BY SLEEP NUMBER PERSONNELI REMEMBER THE INSTALLERS TALKING ABOUT BEING UNSURE ON HOW TO INSTALL THE MATTRESS, WHICH I OVERHEARD AND ASKED ABOUT IMMEDIATELYTHE INSTALLERS FROM SLEEP NUMBER ASSURED ME THAT EVERYTHING WAS FINETHEY CAME IN WITH LARGE BAGS OF TOOLS, ETC TO DO THE INSTALLATIONIN FACT, THE INSTALLERS WHO CAME ON THURSDAY, MARCH 1,CARRIED A LARGE BAG OF TOOLS, ALSOTHE NEW INSTALLERS WERE THE ONES WHO SHOWED ME HOW THE MATTRESS WAS INSTALLED UPSIDE DOWNON THE SIDE FACING UP ON MY MATTRESS IT SAID "THIS SIDE DOWN." THEY ALSO SHOWED ME THE OXYGEN TUBES WHICH WERE STAPLED TO THE FRAMEI WISH THAT THEY HADN'T DONE THAT BECAUSE NOW I HAVE TREMENDOUS BACK PAIN FROM THE MATTRESS FALLLING APART ON MEI HAVE SPINAL STENOSIS AND I JUST HAD AN MRI TO EVALUATE THE NEW DAMAGE THAT I MAY HAVE TO MY SPINE FOR SLEEPING ON THEIR INCORRECTLY INSTALLED MATTRESSTHEY ASSUME NO RESPONSIBILITY WHEN THE INSTALLERS WERE HIRED BY SLEEP NUMBERANYTIME, I CALLED SLEEP NUMBER, THEY GAVE ME SUGGESTIONS OF HOW TO MAKE THE MATTRESS MORE FIRMTHEIR SUGGESTIONS COULD NEVER OVERCOME AN INCORRECT INSTALLATIONI DID NOT ABOUT THE INCORRECT INSTALLATION UNTIL MARCH 1, WHEN THE NEW INSTALLERS SHOWED MEAT SLEEP NUMBER, THEY HAVE A PHILOSOPHY WHERE THEY BLAME THE CUSTOMERINSTEAD OF APOLOGIZING AND OFFERING TO PAY $FOR THE NEW MATTRESS, THEIR STAFF KEPT SAYING "YOU SHOULD HAVE REACHED OUT TO US SOONER." WHAT GOOD WOULD THAT HAVE DONE? THEIR SUGGESTIONS DIDN'T CORRECT AN INCORRECT INSTALLATIONPRIOR TO THIS, I HAD NEVER OWNED A SLEEP NUMBER BED AND DID NOT KNOW HOW THEY WORKEDSLEEP NUMBER EXPECTED ME TO UNDERSTAND THE BED AS IF I WAS AN INSTALLERI TAUGHT SPECIAL NEEDS CHILDREN FOR ALMOST YEARS, WE WEREN''T TAUGHT TO INSTALL A SLEEP NUMBER MATTRESSI AM RETIRED AND MY ADULT AUTISTIC SON LIVES WITH ME AND LIVES ON SSIDO YOU REALLY THINK THAT I CAN AFFORD OVER $3,FOR SLEEP NUMBER'S SHODDY BUSINESS PRACTICES?? Final Business Response / [redacted] (4000, 9, 2016/03/17) */ March 17, RE: Ms [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** To reiterate, Ms [redacted] purchased an iQueen Mattress and a Queen FlexFit+ Adjustable BaseThis was delivered by our Home Delivery Team on September 3, On May 16, Ms [redacted] called our Customer Service Department stating mattress did not feel as firm as it had beforeMs [redacted] was asked to check the topper pad and was emailed the troubleshooting instructionsShe was also given a price quote of what the replacement cost would be under the terms of her Year Limited WarrantyMs [redacted] never called back after opening the mattress to do the troubleshootingMs [redacted] did not call in with questions about her Limited WarrantyMs [redacted] did not call in with comfort questionsMs [redacted] took it upon herself to buy a new mattress online on February 7, instead of giving us the opportunity to assistOur Customer Service Department is available to answer any and all questionsThe troubleshooting is something we can and do walk our customers through over the telephone The choice to purchase the new mattress was entirely hersMs [redacted] was aware, back in 2014, that we could fix the bed for herShe has not contacted our Customer Service Department in regards to comfort since 2014, rather just bought a new mattressMs [redacted] could have refused the new mattress and we still could have fixed the old mattressShe chose to keep it Ms [redacted] recently called in to return a recent order of sheets stating she could not afford themPer our return policy, "Bedding Collection products cannot be returned for a refundWithin days of receiving your Bedding Collection product, you may exchange a product for a different Bedding Collection purchaseExchanges will only be allowed one time per itemYou must provide proof-of-purchase" Again, we will not be able to accommodate Ms***'s request give her the new mattress free of charge or take a return on her sheetsWe encourage Ms [redacted] to reach out to our Customer Service Department at [redacted] should she have any questions or concerns regarding her new Sleep Number purchases Best regards, CS Correspondence Manager

Initial Business Response / [redacted] (1000, 9, 2016/01/25) */ January 25, 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 regarding his warranty orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected his order and deliveryThe warranty part was delivered January 8, We understand that this was a tremendous inconvenience and appreciate his patienceWe did appease the shipping charge as a token of our apologies Best regards, CS Correspondence Specialist Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) As evidenced by the UPS confirmation attached, the remote was delivered to a loading dock in Salt Lake City, UTBoth the shipping address and billing address involved are in VirginiaSleep Number delivered the remote somewhere completely unrelated to this transaction and is claiming that the delivery has been completedThis goes beyond disingenuous and has become out and out fraudIn addition, I received a threatening phone call from Sleep Number's bank today regarding payment on an unrelated orderI was harassed by a Sychrony Bank representative because one of my payments was one day lateAll other payments for the duration of the agreement (months total) have been on timeI believe I am being targeted for harassment by Sleep Number because I have pursued this complaint Final Business Response / [redacted] (4000, 13, 2016/02/05) */ February 5, 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 regarding her remote orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected Ms***'s orderWe understand that this was a tremendous inconvenience and appreciate her patience We have reshipped the Sleep Number(r) Remote, Dual via UPS ***The package is scheduled to ship Next Day air so it will arrive day after it ships from our manufacturing facilityWe again apologize for the delays Ms [redacted] has experienced Best regards, CS Correspondence Specialist

June 14, 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 found a file with the address and phone number submitted on the complaint The name on the file is different but the information given in the complaint matches up with the notes in the file On March 20, a Queen pMattress w/SIQ, a Queen FlexFit Adjustable Base, a mattress pad and two pillows were purchased March 23, we received a call asking us to cancel the order due to our two week delivery lead time The status of the order allowed us to cancel the adjustable base off the order The accessories had shipped so we could not cancel and the mattress status did not allow for a cancel or return at the time The customer was advised they could return the accessories to the store and that we would cancel the mattress when the system allowed A stop payment was put on the check used for the purchase and the check was returned to us The accessories were refused but did not get checked in as returned which resulted in a claim to Certegy Due to an internal system conversion and personnel transitions, unfortunately, the claim did not get reversed when the items were checked in We are currently working with Certegy to get the documentation requested in the complaint and are deeply sorry for the error Best regards, Customer Advocacy Escalation Consultant

Initial Business Response / [redacted] (1000, 5, 2015/10/29) */ October 29, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** We hope Ms [redacted] will accept our apologies for the delay in canceling her order On October 20, 2015, Ms***'s credit card received a full refund Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/10/29) */

I am rejecting this response because: I am not a commercial sales or businessI have explained this to sleep number several timesThey failed to inform me the day I purchased my bed that it was possible it would be considered a commercial saleAs I explained before, my place of employment provided me with $2,as an incentive, for health and wellnessI was given a voucher from my work, and it was given to Sleep Number in Bellingham, Dan [redacted] , Sleep Number employee, informed us he would get it sent out to be processed, and we would need to come back a few days later to cover the remaining cost, He did not provide me with an agreement, or anything implying this was a commercial saleTherefore, we completed our transaction, and proceeded to spend another $in bedding from the storeWhen we received the bed, the bed was set up, and the pump was broken I talked to a supervisor who informed me it would be sent next day airWhen it did not arrive, I called back, three days later and he said it was however not ordered because he could not find my accountEven though when I talked to him the first time he said it was orderedThis company continues to lie to us, and now to you, the Revdex.comI continued to explain to him I was not a commercial businessI paid CASH for the remaining cost of the bed, after the incentive was provided for my workThe bed is not used for business purposesIt is in my personal homeWe are simply asking Sleep Number to honor what they told us when we bought the bedThere was no signed agreementIt was not till after the fact, Sleep number made it into a commercial saleIf Sleep Number does not want to comply and honor what was said, I will proceed to file a law suite

Initial Business Response / [redacted] (1000, 16, 2015/12/08) */ December 8, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** We sincerely apologize to Ms [redacted] for the delays she has experienced in reaching out to our company regarding the delivery of her bedding Ms***'s bed was delivered on November 16, Unfortunately, the sheet set is still on back-orderWe will ship it out to her as soon as the item becomes availableWe understand that this has been a tremendous inconvenience and truly appreciate her patience Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 18, 2015/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm not comfortable closing this case until I actually have at minimum a delivery date and valid tracking number for the remaining items Final Business Response / [redacted] (1000, 22, 2015/12/22) */ December 22, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customer, Ms*** Again, we sincerely apologize to Ms [redacted] for the delays she has experienced in reaching out to our company regarding the delivery of her bedding Ms***'s sheet set was delivered yesterday, on December 21, UPS tracking # [redacted] - delivered to Front Door Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 5, 2015/11/19) */ November 19, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** We sincerely apologize to Ms [redacted] for the delays she experienced in reaching out to our customer service teamWe understand that this has been an inconvenience and appreciate her patience Ms***'s new remote shipped this morning via UPSPlease contact me directly if you have any questions Best regards, Mary [redacted] Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) While I am happy to hear they are sending us our remote, I am still very displeased with their customer serviceThis is ridiculous that it took this long to get a remote that should have been on its way a month agoThe time frame is totally unacceptable for something they should have in stock anyway given the number of people who have sleep number bedsAs a business, you have to know that some remote controls will go out or be faultyTherefore, they should be preparedWe are still requesting that we be reimbursedIf not all at least 50% of what we paid for our CbedThank you!

Initial Business Response / [redacted] (1000, 5, 2016/02/15) */ February 15, 2016 Case # [redacted] Dear RevDex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms. ***. Our records indicate that Mr. & Mrs. [redacted] purchased a Sleep Number(r) FlexTop... King i8 Mattress with SleepIQ, a FlexTop King FlexFit2 adjustable base, Home Delivery set up service, and some bedding items at one of our retail stores on December 26, 2015. Mr. & Mrs. [redacted] had received their mattress and adjustable base as of January 26, 2016. 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] went over the terms and conditions of sale in detail and Mr. & Mrs. [redacted] signed their Customer Order acknowledging their understanding of the terms and conditions. (copy available upon request) This included 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." On February 8, 2016 Mr. & Mrs. [redacted] did call customer service to inquire about returning their mattress and adjustable base during the 100-Night In-Home Trial period. Our agent explained the adjustable base was a final sale item. A return for their Sleep Number(r) FlexTop King i8 Mattress with SleepIQ mattress was set up for them. On February 9, 2016 a Case Manager called Mr. & Mrs. [redacted] and explained the adjustable base was a non-returnable item and that other mattresses could be used on the adjustable base. The Case Manager offered to send a copy of their signed Customer Order, but Mr. & Mrs. [redacted] declined that offer. Our records indicate that Mr. & Mrs. ***'s Sleep Number(r) FlexTop King i8 Mattress with SleepIQ mattress is scheduled to be picked up February 18, 2016. Best regards, CS Correspondence Specialist Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Put yourself in any consumer's shoes. It's advertised if you don't like it, you can return it for a full refund. You even confirm before signing the paperwork with the salesman, if we are not happy, we get our money back. The response is yes. So only now is it made crystal clear that the adjustable base, which makes the sleep comfort mattress operate in the tilting positions, IS NOT INCLUDED IN THE REFUND. If that was made clear, there would have been no trial. As for the process of initialing credit card application, I only wish I had an attorney with me to alert me to the scam. If I could stand at the entrance to the store & alert each person to not fall for their misrepresentation and fraud, believe me I would. I only hope that this does not happen to anyone else, but I'm afraid that it most likely will. I dare any representative from the BBB to walk in and say you want to try the 30 day trial and just wait to see if they tell you about the no return of the adjustable base. Thank you for the time to respond their rebuttal. I sincerely appreciate your time. Final Business Response / [redacted] (4000, 10, 2016/02/27) */ February 27, 2016 RE: Ms. [redacted] Case # [redacted] Dear RevDex.com: Thank you for the opportunity to follow up regarding the complaint of our customer, Ms. ***. To reiterate, the Sales Professional who assisted Mr. & Mrs. [redacted] went over the terms and conditions of sale in detail and Mr. & Mrs. [redacted] signed their Customer Order acknowledging their understanding of the terms and conditions. (copy available upon request) This included 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." On February 8, 2016 Ms. [redacted] called in to return the mattress and adjustable base stating she did not like the split king. We offered to exchange to an eastern king but Ms. [redacted] declined and set up the return of the mattress. On February 9, 2016 a Case Manager called Mr. & Mrs. [redacted] and explained the adjustable base was a non-returnable item and that other mattresses could be used on the adjustable base. The Case Manager offered to send a copy of their signed Customer Order, but Mr. & Mrs. [redacted] declined that offer. On February 15, 2016 Ms. [redacted] called in to our Home Delivery Department and cancelled the trial return on the mattress. Should Ms. [redacted] wish to exchange from the split king to an eastern king, she has the ability to do so until May 5th, 2016. Best regards, CS Correspondence Manager

August 7, 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 Split King iLE Mattress with SleepIQ, a Split King FlexFitAdjustable Base and two mattress pads on September 9, The bed was delivered on September 20, We were called on September 22, and told the bed was too high We sent out glides to lower the bed and sent a technician at no cost to install them We never would have told Ms [redacted] that she could not return her mattress within the Night Trial Period However, the Adjustable Base is a final sale item there are no returns or exchanges on that particular product The next contact was March of this year we replaced the base and the cover under warranty and again sent a technician to install Ms [redacted] called us in June stating she had air loss We advised we need her to do the troubleshooting and let us know the results and we will replace any part deemed defective under her Year Limited Warranty We cannot honor the return of the product as Ms [redacted] is far outside the trial period We will continue to support Ms [redacted] under the terms of her Year Limited Warranty Best regards, Customer Advocacy Escalation Consultant

Initial Business Response / [redacted] (1000, 8, 2015/12/17) */ December 17, 2015 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 refund. We understand that this has been a tremendous inconvenience and thank them for their patience. We credited Mr. & Mrs. ***'s Synchrony Visa (ending in 2181) for $400.15 December 5, 2015 and credited their Visa (ending in 3825) for $1499.84 and $200.00 on December 5, 2015. Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/12/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Sleep number has issued our refund. Thank you!

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 meI received the credit to my account I am not happy that I had pay interest on my account due their delay in processing the credit I will accept it but will not purchase from them again in the future nor recommend any family or friends to do so

I am not satisfied with this response because I continue to receive conflicting information from Sleep Number.1) The refund for the delivery has not been posted to my bank account as of 3/24/ This conflicts with the response that Sleep Number provided in their response to Revdex.com2) On 3/21/18, a Sleep Number representative called to inform me that a claims adjuster would be coming in person to estimate the cost of the damage to our property the week of 3/26/3) On 3/23/18, I received a settlement and release form from Sleep Number's Delivery service that requests my signature to indemnify them against further charges In return, they will send me a check for $(the amount of the estimate for the repairs from our contractor) The check will take 4-weeks to send to me Waiting 4-weeks is not acceptable to us Our home has a gaping ceiling hole Sleep Number is asking us to wait for a check for up to weeks to cover the costs to fix the damage The original damage occurred on Feb We would potentially not have the check until the middle of May, or months since the original eventOur expectations are:1) Coordinated communication in written form between Sleep Number the corporation and Sleep Number's Delivery Service Is a claims adjuster still going to come to our home? 2) The refund credit to my bank account for the service delivery on 2/19/no later than 3/27/If we sign the settlement and release form, we request that the check be cut and sent with tracking service to ensure that it does not get lost in the mail within weeks - by 4/10/- so that we can fix the damage in an expedient manner Thank you[redacted]

I am rejecting this response because: The right side is still inches off the frame, the bed is tilting and has been since day one and there is a inch between the gap up top. I was told on my last call that was for a king size bedI told them that the beds in the store were not like that and I was told that the beds in the stores were new and changed oftenI responded with "My bed is new." That is when I was told there was nothing else they could do and when I decided to contact Revdex.comI first called Sleep Number to tell then about the leaning on the right sideThe straps they put on made little difference. The cover they replaced did not make any difference and looked usedMy daughter called because the bed was still leaning on the right and was upset because they year old mother to do something she was capable of doingThe bed was wrong from day and she and I felt they should fix itNobody but my son-in-law tried to level the bedHe put blocks under the bed but it really did not made a differenceI did question getting another model because that seemed the only way to get the bed from leaning The casters were sent out to level the bed which they never did because they sent the wrong ones(they had groves) the next ones they did not have the groves and there was no way to level the bedThey did give good customer service as far as sending people out but they did not fix the problems. The techs did see the problems with the bedThe one said I know what is causing the problem, the strap or brace has holes and my bed was to have them inserted in and but was put in and 3. I said I was told the floor leaned a little and it did not change the leaning when my son-in-law tried the blocksThat was not the problem. I have always said that I like the bed,b I know of nobody that would keep a bed that cannot be fixed. I do not think the return policy should even be considered when they sent me a bed that they cannot fix. If I return the bed I lose about $If I exchange it, It would cost me $and up plus another $for delivery and setupI believe it is criminal to let this company to get away with what they are doingI am years old and this is the first time I have EVER filed a complaint wit Revdex.com. THE BED STILL LEANS AND IS NOT COMPLETLY ON THE BASE AND HAS A LARGE GAP AT TOP WHO WOULD WANT THIS BED AND THEY CAN SAY IT IS OK BUT THE BEDS IN THEIR STORES DO NOT HAVE THESE PROBLEMS

Initial Business Response /* (1000, 8, 2016/01/25) */
January 25,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
We sincerely apologize to Mr*** for the delays he has experienced regarding
his warranty orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected his order and deliveryThe warranty parts are scheduled to ship by February 2, We understand that this was a tremendous inconvenience and appreciate his patienceWe did authorize a check for one-half of the warranty order cost as a token of our apologies
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/02/04) */