Sleep Number Corporation

May 8, Revdex.com of Minnesota & North Dakota RE: Mr*** Case # *** Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** Mr
*** contacted our Customer Service Center on May 8, stating that he was not getting a good night’s sleep. Our Customer Service Representative offered to send out some comfort solutions and advised that we were experiencing longer than lead times to get the parts out. Mr*** opted to return via our Home Delivery Return Service. The fee for that service starts at $plus any applicable taxes. We cannot quote the exact amount of the fee until we process the order due to the tax calculation This is covered in the Terms and Conditions of Sale but no exact dollar amounts are mentioned due to different tax structures based on where one lives. Additionally, Mr*** also had the bed Delivered via our Home Delivery and SService. This fee is non-refundable as it is a service that was provided. Mr*** was only charged half the cost of a delivery We’re sorry we cannot honor Mr***’s request for a refund of monies over $179.99. We have an obligation of fairness and cannot make his request an exception. We’re sorry the bed didn’t work out for him and wish him well Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2015/12/14) */
December 14,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
We sincerely apologize to Ms*** for the delays she experienced in reaching
out to our company regarding her canceled order and refundWe understand that this has been a tremendous inconvenience and regret that we have lost her business due to our company-wide computer conversion
A refund for $was credited to Ms***'s Synchrony account on November 26, The balance of $for the CoolFit Layer will be refunded by check and mailed to Ms*** within business daysPlease contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

March 31, Revdex.com of Minnesota & North Dakota RE: Ms*** Case # *** Dear Revdex.com: Thank you for the opportunity to follregarding the complaint of our customer, Ms*** Our position remains unchangedIn the spirit of good customer service, we made a one-time exception to our policy to cover 50% of Ms***’s replacement cost. The offer was very fair and valid until March 17, Ms*** has not contacted our Customer Service Center since February 15, 2017. We cannot make another exception for Ms***, but we will honor our previous price quote if Ms*** calls our Customer Service Center within two weeks from today to order the part. To reiterate, if Ms*** calls our Customer Service Center by April 14, we will cover 50% of her replacement cost and her file will be noted with this information. Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 20, 2015/10/02) */
October 2,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
Our records indicate that Ms*** purchased a Sleep Number(r) iFull Mattress,
a Full FlexFitTM Adjustable Base, a Total Protection Mattress Pad and Home Delivery Service at one of our retail stores on May 24, Ms***'s order was paid using Synchrony Bank financingMs***'s mattress and adjustable base were delivered on May 27,
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 Ms*** contends that he went over the terms and conditions of sale in detail and that Ms*** signed her Customer Order (copy available upon request) as well as initialed all of the respective disclaimers relative to her purchase 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."
Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM 1, FlexFitTM 2, and FlexFitTM Adjustable BasesMs*** elected to return her mattress and within her 100-Night In-Home Trial and was credited $2,on August 8, We're sorry, we cannot accommodate Ms***'s request for authorization to return her Full FlexFitTM Adjustable Base
Best regards,
Legal Correspondence Analyst

I am rejecting this response because: In all fairness, I would accept the excessive fees had I been satisfied with my experience and felt the company did in good faith provide me with an honest in store assessmentNot only was the bed not at all the model I tried out, I was lied to about the extra fees regarding the sleep IQ that I “wasn’t being charged because it’s built into the price.” I have done a lot of reading online about consumer complaints and it looks like it’s a trend for this merchant to sell models not as they are presented in storeHad I had a great experience from the beginning, I could easily see how this fee would be valid, however that was not the caseIt seems as if this merchant can profit on customers no matter what experience they have, which I wouldn’t consider an ethical business practice

I am rejecting this response because:

Initial Business Response /* (1000, 5, 2015/10/29) */
October 29,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
Mr***'s complaint was resolved on October 22, with mutual satisfaction
A return for refund has been set up for the return of Mr& Mrs***'s pSplit King Mattress and BaseThey will be contacted soon to schedule the pidate
We apologize to Mr& Mrs*** for any inconvenience and wish them wellPlease contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2015/10/29) */

January 28, Revdex.com of Minnesota & North Dakota RE: Ms*** Case # *** Dear Revdex.com: Thank you for the opportunity to follow- up regarding the complaint of our customer, Ms*** Our position remains the same. As Ms*** was told by our Customer Advocacy Managers this would not affect her credit if she worked with collections agency within days. Ms*** said she was going to do that. We consider this matter closed Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2016/02/17) */
February 17,
Select Comfort Customer #***
RE: *** ***
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, *** ***
We're sorry for the delays
*** experienced in reaching out to our company regarding the refundThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which delayed the refund processWe understand that this was a tremendous inconvenience and appreciate ***'s patienceThe Home Delivery fee was appeased and settled back to the American Express Card used for the original purchaseThe refund for the return of the King iMattress and FlexFitAdjustable Base credited back to the same card on 2/13/Once the accessories are returned, we will credit back the remaining $and *** will be fully refunded
Best regards,
CS Correspondence Manager
Initial Consumer Rebuttal /* (2000, 7, 2016/02/17) */

Initial Business Response /* (1000, 10, 2015/11/18) */
November 18,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr& Mrs***
We sincerely apologize to Mr& Mrs*** for the delays they have
experienced in reaching out to our customer service and home delivery
As a token of our apologies, we are refunding Mr& Mrs*** the Home Delivery Return Service feeThey will receive a check for $sent via U.SMail
We understand that this has been an inconvenience and truly appreciate their patience
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

December 19, Revdex.com of Minnesota & North Dakota RE: Ms*** Case #*** Dear Revdex.com: Thank you for the opportunity to follregarding the complaint of our customer, Ms***. Our position remains the same. The price of a King pMattress only is $prior to any promotions and taxes. The SleepIQ comes standard with the pMattress and is built in the $price. Ms*** was not charged additional money for the feature. Our representative made an error by setting up the return for the SleepIQ We will use this as a coaching opportunity to prevent this from happening going forward. An adjustment was made to the return to withhold the amount of the SleepIQ refund to ensure Ms*** was not over-refunded The only thing Ms*** was not refunded was the amount of the Home Delivery pifee. That fee is for the service provided to disassemble the mattress and base and remove them from the home. We will not be able to refund that charge Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2016/01/26) */
January 26,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
We sincerely apologize to Ms*** for any 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 affected delivery of her orderWe understand that this was an inconvenience and appreciate her patienceOn December 14, we appeased a Mattress Pad, Total Protection, Twin XLOn December 28, Ms*** elected to cancel her order so her Visa was credited on January 1, We regret that we have lost Ms***'s business due to our computer conversion
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 10, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dealing with Sleep Number continues to be a problemI cancelled the order but have yet to receive a full refundThe store has processed two refunds in the amount of $We are still owed $I have called the customer "service" and they claim they processed a second claim in the amount of $but they have notIt was a second credit of $The store where we purchased the bed can do absolutely nothing since it is the company's policy that everything is handled by the customer service numberThe company needs to stop claiming that their only problem is this computer system they installedThere are many process issues as wellThe stores should be able to handle issues that arise after the order is placedIn addition, the customer service reps really cannot resolve anythingThe only way to get resolution is for a supervisor to do somethingWhen will I get my $1441.10?
Final Business Response /* (4000, 12, 2016/02/05) */
February ,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
We sincerely apologize to Ms*** for the delays she experienced in reaching out to our company regarding her refundThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which delayed Ms***'s refundWe understand that this was a tremendous inconvenience and appreciate her patienceMs***'s original order amount was *** and she has received refunds of *** eachA refund of *** will be credited back to Ms***'s Visa within to business daysWe regret that we have lost Ms***'s business due to our computer conversion
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 5, 2016/02/15) */
February 15,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
We're sorry for the delays Ms*** 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 orderWe understand that this was a tremendous inconvenience and appreciate her patienceAccording to our records, UPS delivered Ms***'s Inch Leg Kit, Qty 4, Adjustable Base, No Casters on February 12, A credit settled with her Synchrony Financial account February We hope this helps ease some of her frustration
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 8, 2015/12/17) */
December 17,
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 in
reaching out to our company regarding his new remoteWe understand that this has been a tremendous inconvenience and appreciate his patienceHis remote was delivered via UPS on December 7,
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 11, 2016/01/20) */
January 19,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
We sincerely apologize to *** for the delays she has 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 shipmentThe bed was delivered on January 5, We understand that this has been a tremendous inconvenience and appreciate her patience
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 13, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I appreciate my bed was expedited, it does not bode well that a formal complaint was required before the company took actionI do expect a 10% discount for the additional weeks delay on deliveryOnce the 10% refund is received, I would consider this matter closed

Initial Business Response /* (1000, 5, 2015/06/11) */
June 11,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
We hope Mr& Mrs*** will accept our sincerest apologies for the delay in getting
their bed deliveredMr***'s complaint was discussed and resolved this morning on June 11, 2015, with mutual satisfaction
Again, we apologize for any inconvenienceWe hope Mr& Mrs*** are enjoying their new Sleep Number bed and wish them well
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2015/12/16) */
December 16,
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 experienced in reaching out
to our company regarding his deliveryWe understand that this was a tremendous inconvenience
Mr*** received delivery of all needed parts via UPS today, December 16, 2015, except the Comfort Topper Pad, which will be expedited to him
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did not receive all the missing parts today Dec the Foam Comfort Layer was missingBut we have heard for the relationship dept and said this would resolved by Fri Dec We were also told by Dorthy that we would be receiving a $refund via a check over a week ago and still have not received thatTalked to a person in customer service and she she did not see anything stating that but she talked to a supervisor and it will be doneSo we will see if they follow through with what they said during our conversations today Dec 16,

April 21, Revdex.com of Minnesota & North Dakota RE: Ms*** Case # *** Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
Since submitting her complaint, Ms*** has been in touch with one of our Case Managers. They discussed the matter and came to a resolution that was mutually acceptable. Best regards, Customer Advocacy Escalation Consultant

I am rejecting this response because:
This company's salesperson did not make it clear to us, and the delivery person was not even in a Sleep Number vehicle, and told us he could not take the headboard back. Guess this is another "big" company not being made to do the right thing. I will not be able in the future to recommend the bed to another living sole. I feel as a consumer that I have been wronged and it's a shame that they are not being made to do something to resolve the issue. Every single call or attempt to contact this business was a dead end

December 28, Revdex.com of Minnesota & North Dakota RE: Mr*** Case # *** Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
Our records indicate that on September 6, Mr*** purchased a Queen iLE single chamber mattress, a Queen FlexFit+ Adjustable Base, some accessories and Home Delivery and SService. Mr*** opened a line of credit to purchase his bed. The APR for the credit line was 29.99% but we were offering months equal payments with no interest if paid off within the months as a promotion for the purchase of the bed On November 8, 2016, Mr*** called our Customer Service Center to purchase a foam topper pad and a new iLE cover for the Sleep Number Bed he purchased on September 6, Mr*** was given the cost of the items and he proceeded to pay with his Sleep Number line of credit. He questioned whether he would be billed all at once and asked if he needed to discuss the terms with the finance company. Our CSR said he would need to speak with Synchrony and provided the number to reach them. There was absolutely no mention of any financing terms on this call December 22, Mr*** was transferred to us from Synchrony Financial asking about the financing promotions. Mr*** stated that he was now being charged interest on an interest free account. Our CSR explained that the interest free financing was only a promotion for the purchase of the bed. All other purchases would be under the standard revolving credit Mr*** escalated to her supervisor who told him the same thing. Mr*** asked to speak with his manger The manager reiterated the same thing as the supervisor and the CSR. Mr*** got very upset and requested better terms for the purchase. Our manager apologized and explained, again, that once the promotional period on the credit line ended it became a standard revolving line of credit and then Mr*** told her to go f* herself and hung up We apologize but we cannot honor Mr***’s request to give him promotional financing terms on his recent order. These are the terms and conditions of the financing for which he applied and the paperwork stating this was sent to him after the purchase of the bed. Mr*** can certainly try to take this up with Synchrony should he wish, but Select Comfort can do nothing about this Best regards, Customer Advocacy Escalation Consultant