Sleep Number Corporation

Initial Business Response /* (1000, 7, 2015/12/08) */
December 8,
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 has experienced in reaching
out to our company regarding the delivery of her bedWe understand that this has been a tremendous inconvenience
Ms***'s bed was delivered on December 3rd and we have credited her American Express card for $as a token of our apologies
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

August 8, Revdex.com of Minnesota & North Dakota RE: Ms*** Case # *** Dear Revdex.com: Thank you for the opportunity to respond regarding he complaint of our
customer Ms*** Ms*** worked with one of our Customer Advocacy Managers and the complaint has been resolved with mutual satisfaction 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, Mr***
We sincerely apologize to Mr*** for any delays he experienced in reaching out
to our company regarding his recent bed orderWe understand that this was an inconvenience and appreciate his patienceMr*** elected to cancel his order so his purchase price has been credited in full on January 6, We regret that we have lost Mr***' business due to our computer conversion
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/02/05) */

Initial Business Response /* (1000, 9, 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 experienced in reaching out
to our company regarding his refundWe understand that this was a tremendous inconvenience and appreciate his patience
Mr***'s complaint was discussed and resolved on December 7, 2015, with mutual satisfactionPlease contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

September 27, Revdex.com of Minnesota & North Dakota RE: Mr*** *** Case # *** Dear Revdex.com: Thank you for the opportunity to follregarding he complaint of our customer Mr*** Mr*** worked with one of our Customer Advocacy Managers and his complaint has been resolved with mutual satisfaction Best regards, Customer Advocacy Escalation Consultant

I am rejecting this response because: The Sleep Number sales associates have liedThe supervisor on the phone acknowledged this and said that its still my fault for not reading ALL the fine printWhat kind of a company is acknowledging that their sales associates are lying to scam their customersI was NEVER offered any type of foam to make the bed more comfortableI was offered a wedge to put under my mattress to give it a angle at the headboardI was told multiple times that it was only $to return the mattressI am willing to pay the $185, but $is a ridiculous amount to return a mattress that is very uncomfortable

I am rejecting this response because:
I am not yet satisfied and therefore do not want to close this complaint. I want Sleep Number Company to send me a letter addressed to Ms*** *** ***, *** *** ***, Westville, IL stating that I do not owe any money to Sleep Number and that Sleep Number incorrectly sent my “debt” to *** Portfolio Services.I also want a copy of the letter that Sleep Number or *** sends to *** Portfolio Services and to *** Asset Management, * * *** *** Atlanta, GA stating that I do not owe them any money as my “debt” was incorrectly sent to them.*** ***

November 5, Revdex.com of Minnesota & North Dakota RE: Mr*** Case # *** Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of Mr*** Mr*** purchased a pQueen Mattress and
Modular Base on our website September 27, 2016. The bed was paid for using financing through Synchrony Bank and delivered via our Home Delivery and SService on October 7, Mr*** contacted our Customer Service Center (CSC) right after placing the order and asked when the bed would be delivered. Our Customer Service Representative (CSR) was not able to see the order in his file yet and advised that someone would reach out to him to schedule within 3-business days On September 28, Mr*** called in again to get a delivery date. Our CSR offered October 5, but Mr*** said that October 7, worked better for him Our CSR scheduled the appointment Mr*** chatted in on October 30, asking why he couldn’t view his order online. Our CSR explained it was not linked to his email address and that she got it updated and that it would take about hours for him to able to view it On October 31, Mr*** called our CSC and stated just received his bill and it was incorrect. He stated he ordered a cand foundation and delivery. Our CSR explained the order was for a pMattress and base and offered to set up an exchange for him. She advised he would be responsible for the Home Delivery fees. Mr*** explained that he was not OK with that because he specifically ordered the cbecause it was $off and it was our best selling bed. Our CSR checked with her supervisor to see if we could waive the fees for Mr***. She came back to the line and explained she was able to get approval to waive the fees and set up the exchangeMr*** then asked where on the mattress it would say what model it was and said he would check that before moving forward with the exchangeHe said he would be home about 4:PM and asked for an alternate number to call. Our CSR suggested chatting in with his findings due to longer than hold times and went on to say the order to exchange to a cwas all set up and the chat team could push that through once he reached out to them. We’ve not heard from Mr*** since Mr*** has until January 15, to reach out to us to exchange his pMattress for the cMattress. Best regards, Customer Advocacy Escalation Consultant

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 experienced in reaching out
to our company regarding his son's orderWe understand that this has been a tremendous inconvenience and thank them for their patience
The Legs Kit was delivered via UPS on December 15,
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2015/12/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The issue has been resolved and the parts were delivered as describedDespite the trouble with the customer service, we love the mattress and are happy with our purchase

I am rejecting this response because:
I am an honest person and the mattress pad does not have a tear in it.it is exceptionally clean and well taken care of.it has only been used by one person an 80year old woman.it has not performed under use for a product that is supposed to be a top quality bed.the bed should hold up under use and I expect the company to make good on their product performance.*** ***

Revdex.com:
I'm waiting for the delivery scheduled for October 14, until then the ticket should remain openAlso, the Sleep Numbers representative promised to refund the delivery cost 0f $for my troubleThat refund has not yet been received

Initial Business Response /* (1000, 5, 2016/02/10) */
February ,
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 recent bed orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which delayed Mr***'s orderWe understand that this was a tremendous inconvenience and appreciate his patienceMr*** elected to cancel his orderWe regret that we have lost Mr***'s business due to our computer conversion
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 10, 2016/01/18) */
January 18,
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 orderMs*** elected to cancel her orderWe refunded her MasterCard in full on January 5, We understand that this was a tremendous inconvenience and regret that we have lost her business due to our company-wide computer conversion
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 2016/01/13) */
January 13,
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 refundOur records indicate that Mr*** purchased one (1) CQueen Mattress, one (1) CoolFit Layer, one (1) Down Pillow, one (1) Memory Foam Pillow, one (1) Wedge Pillow and UPS Ground Shipping on October 2, Mr***'s order totaled $1,and was paid with a Visa credit card
Due to the salesperson not inquiring what Mr*** planned to use as a foundation base, we offered to have our Home Delivery team assemble his mattressWhen the technicians discovered that Mr*** would need to drill holes into his platform in order to complete the installation, they ended the appointment (we cannot alter customer's furniture due to liability)Mr*** was provided with pre-paid UPS return labels to return the products, and was refunded with two checks: $(mattress) and $(bedding) for a total of $1,
Both checks were mailed to Mr***'s former mailing addressHe received the check for $456.84, but did not receive the check for $644.24, so we did a stop-payment, reissued a new check and had it delivered to him today via UPS Next Day AirMr*** was only responsible for the initial freight, $
We are sorry that the mattress did not work out for Mr& Mrs*** and wish them well
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2016/01/19) */
I have at last (January 12) received a check from Sleep NumberHowever, it is slightly less than what I feel is the amount dueI've asked them for an explanation
Thank you for your help and interest
Final Business Response /* (1000, 14, 2016/02/01) */
February 1,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
We're sorry for the delays Mr*** experienced in reaching out to our company regarding his refundThis is not our mode of operationAfter careful review of Mr***'s situation we have issued a check as a token of our apologiesWe hope this helps ease some of his frustration
Best regards,
CS Correspondence Specialist
Final Consumer Response /* (3000, 16, 2016/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sleep Comfort deducted approximately $for shippingWe were never told that there was a shipping chargeWe paid the full amount of the purchaseEven overlooking the disastrous customer service that was provided, we should receive a refund of the $

I am rejecting this response because:
my wife and I ask the salesclerk about the ajustable bedwill it work with our frameO yeah not a problem.she never said we needed to buy a basemy wife and I were expecting a bed that head lifed.we were lied to if I had been home when they delivered it I would not have accepted it

Initial Business Response /* (1000, 5, 2015/09/10) */
September 10,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr& Mrs***
Sleep Number does not currently have a repair service department, nor
have we had one in the pastDue to the nature of our product, we do not send a technician to a customer's home to do troubleshooting or replace componentsThe limited warranty clearly states, "Customer maintains responsibility for installation of parts replaced under terms of the warranty." Since our components are lightweight, most customers do not find any difficulty in assembling, troubleshooting or replacing a componentOf course, we do understand individual situations and that not everyone can service their own bedThat's when we advise our customers to request the help of a relative, friend, or neighbor for assistance
A new Mattress Cover (entire mattress shell) was shipped and delivered to Mr& Mrs*** on August 20thI spoke to Mrs*** today regarding their concernsAs a gesture of goodwill, we are making a one-time last exception to their 25-Year Limited Warranty by sending our technicians back to install their new Cover
We hope that Mr& Mrs*** enjoy their 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, 10, 2016/01/19) */
January 19,
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 issues he has had with the In-Balance
FlexTop King Sage Sheets setsWe have emailed Mr*** a pre-paid UPS return shipping label so he can return the sheets for a check refund of $($+ tax)
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 12, 2016/01/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Agree

November 24, Revdex.com of Minnesota & North Dakota RE: Ms*** Case # *** Dear Revdex.com: Thank you for the opportunity to respond regarding he complaint of
our customer Ms*** Ms*** spoke with one of our Customer Advocacy Managers and the complaint has been resolved with mutual satisfaction Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2015/12/23) */
December 23,
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 has experienced in
reaching out to our company regarding the return of her mattressMs*** will receive a call within the next 2-weeks to schedule the piof her mattress (at no charge)We understand that this has been a tremendous inconvenience and truly appreciate her patience
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

February 25, 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 apologies, the Modular Base was purchased with Ms***’s cFull Mattress back in 2013. It was not on the order placed on January 1, 2017. Additionally, we do not have an extended warranty for purchase Our position remains unchanged. Comfort is not a defect. We did not receive the video to see what is going on with the remote. If it is defective we will most definitely replace it under Ms***’s Year Limited Warranty. We’re sorry Ms*** is disappointed. We do not currently have a repair service department, nor have we had one in the past. Due to the nature of our product, we do not send a technician to a customer’s home to do troubleshooting or replace components. Most of the warranty concerns are for an air loss, and an air leak can take several hours or days to notice so it’s impractical for us to send a technician. We would love to be able to work with Ms*** to help her gain comfort. If she would like to return her mattress, she would have to reach out to us at ###-###-#### prior to April 30, Best regards, Customer Advocacy Escalation Consultant