Sleep Number Corporation

Initial Business Response /* (1000, 8, 2016/01/27) */
January 27,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
We sincerely apologize to Mr*** & Mr*** for the delays they 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 affected their order and trial returnWe understand that this was a tremendous inconvenience and appreciate their patience
Our records indicate Mr*** & Mr*** purchased a Sleep Number(r) ILE w/SleepIQ, FlexTop King, Mattress and FlexTop King FlexFit3,Stone, with Remotes, Home Delivery set up, and some bedding accessories on 08/15/$*** was charged to a Synchrony Financial account and $*** to a VISA
On 11/14/a pay-the-difference exchange to a Sleep Number(r) King MMattress with Home Delivery service at no charge was set upThe $*** difference in price was charged to a MasterCard
On 02/2/SHEETS, LYOCELL, DIAMOND, KING, Flex TOP were returned back to one of our stores and $*** was refunded to a MasterCard
On 12/30/a Trial Return was set up for the Sleep Number(r) ILE w/SleepIQ, FlexTop King, Mattress and FlexTop King FlexFit3,Stone, with Remotes$*** was refunded back to the Synchrony financing account on 01/10/
On 12/30/the pay-the-difference exchange was cancelledThe $*** that was charged on a VISA has been refunded in the form of a checkThe check will be delivered via U.Smail within to business days
On 01/02/a trial return of bedding items was set up with $*** refunded to the Synchrony financing account and $*** to a VISA
We regret that we have lost Mr*** & Mr***'s business due to our computer conversion
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 5, 2016/02/04) */
February 4,
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 order and trial returnThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected his order and trial returnWe understand that this was a tremendous inconvenience and appreciate his patienceA check for *** has already been mailed to Mr***A trial return for Mr***'s Sleep Number(r) King iMattress and King Foundation has been set upOur Home Delivery return service is scheduled to pick up the bed on February 14, Within weeks of receipt of the bed we will refund *** back to Mr***'s VisaWe regret we have lost Mr***'s business and wish him well
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have not had anyone tell us about the so called pick up and that is a Sunday which would be okay but I didn't think you operate Sunday's and yea you retuned 646.$$ that is less then 1/of the amountI'm still waiting for a official pick up date and I would appreciate the full amount in refund I can't see threw your stars

Initial Business Response /* (1000, 11, 2016/01/22) */
January 22,
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 deliveryWe understand that this was an inconvenience and appreciate her patienceMs***'s bed was delivered on January 12,
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 7, 2015/12/01) */
December 1,
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 customer service and for the delay in receiving parts orderedThis is not our mode of operationWe recently implemented a complete computer systems conversion, which affected Ms***'s order
Ms***'s request for two sets of 4" Leg Kits, one Full 3" iLE Topper Pad and one Twin Long 3" iLE Topper Pad will be delivered to her via UPS Next Day Air, this week
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 14, 2015/11/19) */
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 agreed to provide them with a complimentary Warming Blanket and two cash appeasementsMr& Mrs***'s bed will be delivered on November 20,
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
Initial Consumer Rebuttal /* (3000, 16, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The cash appeasement has not been receivedAnd as the delivery date of November 20,2015; it is currently November 19,I have yet to receive a deliver confirmation time for which I have been calling every day this week and have been told that they can not provide a deliver time and that I will be notified laterI have currently been on hold for minutes to speak to some one in customer service (after being disconnected times)We are now going on a month and a half and still no product for which I have already paid in full forThere customer service has yet to return any of the dozens of calls my wife and I have madeThe shipping depart continously advises they can not give a time for delivery and refers us to customer serviceThis is by far the worst experience I've ever had in dealing with a company
Final Consumer Response /* (2000, 22, 2015/12/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (1000, 20, 2015/12/04) */
December 4,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr& Mrs***
As a token of our apologies, we agreed to provide them with a complimentary Warming Blanket (delivered via UPS on 11/10/15) and two appeasements:
$11/04/Visa
$11/29/Visa
Again, 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

Initial Business Response /* (1000, 8, 2016/01/29) */
January 29,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
We sincerely apologize to Mr& Mrs*** for the delays they experienced in
reaching out to our company regarding their recent bed order and refundThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which delayed Mr& Mrs***'s order and refundWe understand that this was a tremendous inconvenience and appreciate their patienceMr& Mrs*** elected to cancel their order and their purchase price was refundedWe have sent a check to Mr& Mrs*** for the remaining amountThey should receive the check via U.Smail within the next weeksWe regret that we have lost Mr& Mrs***'s business due to our computer conversion
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/01/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would like to thank Sleep Number for finally resolving this matterI will be looking for the refund within weeks as promised

March 16, 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***.
Since filing his complaint, Mr*** has been working with one of our Customer Advocacy Managers and the matter has been resolved with mutual satisfaction Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 7, 2015/12/21) */
December 21,
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 the delivery of his orderMr***'s bed is on track and scheduled to be delivered via UPS on December 23, We understand that this has been a tremendous inconvenience and truly appreciate his patience
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 9, 2015/12/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

December 12, Revdex.com of Minnesota & North Dakota RE: Ms*** Case # *** Dear Revdex.com: Thank you for the opportunity to follow up regarding he complaint of our customer Ms*** Our position remains the same. Ms*** opted to purchase the Flex Top California King iLE Mattress without the FlexFit she wanted to take advantage of the 50% off sale on the mattress and hopes of purchasing the adjustable base in the future. The mattress will work on a Modular Base, but would be lacking the functionality of either side of the head of the bed moving until an adjustable base is purchased We cannot honor Ms***’s requests for the refund of the delivery feesShe opted to return. We have an obligation of fairness to all our customers and cannot make her request an exception. We’re sorry the mattress and base did not work out for her and wish her well Best regards, Customer Advocacy Escalation Consultant

March 14,
RE: Mr***
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
According to our records, on October 3, Mr*** purchased an iFlexTop King Mattress w/SIQ, a FlexTop King
FlextFit2, an inch leg kit, a Total Protection Mattress Pad, a set of sheets and two pillowsMr*** cancelled his order on October 21, The accessories were shipped to his home via UPS and returned to Sleep NumberThe purchase was made using Synchrony Financing
We sincerely apologize to Mr*** for the delay he experienced with his refundThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected his refundA check was sent to his address of record on December 15, Sleep Number recommended that he use the check towards his Synchrony Financing balancePer his admission, Mr*** received that check and did not apply it towards his financingThe check still has not been cashed and will remain valid for days from date of issueIf Mr*** has any further questions, we recommend he contact Synchrony directly at ***
We are not able to accommodate Mr***'s request to erase all charges including late fees and credit hits as we sent him a full refund
Best regards,
CS Correspondence Manager

Initial Business Response /* (1000, 7, 2015/11/17) */
November 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 delay he experienced in reaching out
to our customer service
Mr***'s air chamber was delivered on October 30, We apologize for the waitWe 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

Initial Business Response /* (1000, 8, 2016/01/28) */
January 27,
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& Mrs*** 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 patience
Mr& Mrs***'s Sleep Number Sleep Number(r) FlexTop King iand FlexTop King FlexFit3,Stone, 2Remotes was delivered January 20, We have submitted an appeasement towards Mr& Mrs***'s Synchrony Financial accountWe hope this helps ease some of their frustration
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 10, 2016/01/29) */
January 29,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
We sincerely apologize to Mr& Mrs*** for the delays they experienced in
reaching out to our company regarding their recent bed orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which delayed Mr& Mrs***'s orderWe understand that this was a tremendous inconvenience and appreciate their patienceMr& Mrs*** elected to cancel their order and their purchase price for the mattress, adjustable base, and Home Delivery set up was refunded to their VISA on January 15, We regret that we have lost Mr& Mrs***'s business due to our computer conversion
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 12, 2016/02/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, all funds and items were returned or exchangedThe time spend considering and attempting to purchase was a waste as two trips were required to purchase and then exchange the non-refundable mattress pad and sheets
The response for the computer system conversion is the response given for many of the complaints in months prior to oursCheck the Revdex.com responses
Final Consumer Response /* (2000, 13, 2016/02/08) */

June 27, 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
*** purchased a King pMattress w/SIQ, a King Modular Foundation, a King Bed Frame, our Home Delivery and SService and some accessory items on January 14, On June 20, Mr*** contacted us via chat with comfort issues and squeaking of the bed. Our Customer Service Representative (CSR) asked him to do some troubleshooting to see if we could resolve the issue. Mr*** did not feel as though he should have to troubleshoot and requested we send a technician to check on the bed. When advised as to the cost, he became upset and the chat ended shortly after that. Mr*** shared his thoughts and experience on Social Media, as well. A proactive outreach call was made to Mr*** on June 22, in regards to his comments on a surveyOur CSR worked towards resolution with Mr***. The same day an email was sent to our CEO at the Corporate OfficeAnother call was made to out to Mr*** to discuss the experience and make sure Mr*** was satisfied with the resolution After our Corporate Representative spoke with Mr***, they came to a resolution with mutual satisfaction for both parties Kindly, Mr*** let our Corporate Representative know that he would be deleting any reviews or complaints. The resolution is being followed through to the end and once completed we will consider this matter closed Best regards, Customer Advocacy Escalation Consultant

February 10, Revdex.com of Minnesota & North Dakota RE: Mrand Mrs*** Case # *** Dear Revdex.com: Thank you for the opportunity to follregarding the complaint of our customers, Mrand Mrs***. Again, we apologize for the error when ordering the replacement parts Our warranty reads: Sleep Number reserves the right to substitute products or parts of comparable quality and value or, where permissible by law, to use or deliver refurbished products or parts in the repair or replacement of any product or part that does not come into contact with the outer sleeping surface of the mattress (e.g., the Firmness Control system or the air chambers) under this limited warranty. As a gesture of goodwill, we made an exception to exchange out the refurbished part for a new oneThe product will ship next week We’ve emailed a prepaid UPS label to return the refurbished chamber Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2016/01/27) */
January 27,
Case # ***
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*** 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 orderMr& Mrs*** elected to cancel their order so their Synchrony Financial account was credited on November 17, An additional credit will settle to their Synchrony Financial account within the next to business daysWe regret that we have lost Mr& Mrs***' business due to our computer conversion
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 5, 2016/02/17) */
February 17,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
We're sorry for Mr***'s experience and the damage done to his home during the
installation of his Sleep Number(r) Queen Dual mMattress and Queen FlexFit1, adjustable baseThis is not our mode of operationWe understand that sometimes accidents can happen and are prepared to resolve Mr***'s claimWe have a very thorough investigative process we follow regarding property damage incurred as the result of installing our product
Our partners, Xologistics, documented Mr***'s damage claim and reached out to Mr*** on the day of his delivery, January 29, Mr***'s claim is currently under review by our partners and insurersWe are confident Mr***'s damage claim will be handled in the most professional and expedient manner possible
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 11, 2016/01/21) */
January 21,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs***
We are so sorry for the numerous delays Mr& Mrs*** experienced in reaching
out to our company regarding their deliveryTheir bed was delivered on January 11, We understand that this was a tremendous inconvenience and appreciate their patienceWe hope the appeasements helped ease some of their frustration
Best regards,
Legal Correspondence Analyst

February 3, 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 Mr*** purchased a Queen iLE Mattress with SleepIQ which cost $and a Total Protection Mattress Pad costing $on May 22, 2011. The original order included a Modular Base, but the order was revised removing the base per Mr***’s request. The bed was delivered via our Home Delivery Sand Service. We were running a promotion for free Home Delivery, so there was no charge for this service. When the order was revised the scheduled delivery date was lost. The Sales Professional from the store called us on requesting we get Mr*** on for delivery December 10, and our representative booked the date for him Mr*** called on December 8, and stated he was given a delivery date of December 10, but he was originally told it would be December 14, 2016. Mr*** rescheduled for December 19, Mr*** called us on December 23, for assistance setting up his SleepIQ and the issue was resolved during the phone call January 13, Mrs*** called us and stated she could not sleep on the mattress and would have to return it Mrs*** was transferred to our Comfort Team and our representative sent her additional foam at no cost to help with her back issues and gave Mrs*** the number to get right back to the Comfort Team should she need assistance once getting the parts On January 27, Mrs*** called our Customer Service Center to return the mattress Our representative again tried to work with Mrs*** on her comfort issues, but Mrs*** just wanted to return. Our representative went over all return methods and respective costs for each and Mrs*** chose to have our Home Delivery Team come out and pick up the mattress. When Mrs*** questioned why she was told shipping would be $and she was now told it would be $plus tax our representative explained the $would be the cost for returning via UPS shipping. She was going to opt for the UPS labels, but ultimately decided to have our Home Delivery Team come out and pick up the bed The bed was picked up on February 1, 2017. Mr*** will be refunded $2428.90. The difference between the original order and the return is the cost of the mattress pad $and the Home Delivery fee $192.59. These are costs that cannot be refunded per the Terms and Conditions of Sale including in part: Shipping and Delivery: …Shipping and delivery fees are non-refundable and do not include any return shipping/delivery service which is available or an additional charge Bedding Collection: Bedding Collection products are not returnable Returns: …You are responsible for the return shipping/delivery fees associated with returning or exchanging any product to us We’re sorry for delivery experience and would like Mr*** to know that is not the norm. We strive for world-class service and obviously fell short of our goal. We cannot accommodate Mr***’s request for $377.98. We have an obligation of fairness for all of our customers and cannot make his request an exception. The mattress pad is not specific to Sleep Number, it can be used on any bed of the same size. We’re sorry the bed did not work out for him and wish him well Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 16, 2016/01/27) */
January 27,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***, on behalf of Ms***
We sincerely apologize to Mr*** and Ms*** for the
delays they experienced in reaching out to our company regarding Ms***'s orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected the order and deliveryMs***'s bed was delivered on January 12, We have refunded the cost of Home Delivery & SService to Ms***'s Synchrony account as a token of our apologiesWe understand that this was a tremendous inconvenience and appreciate their patience
Best regards,
Legal Correspondence Analyst