Sleep Number Corporation

March 29, 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***We sincerely apologize for the delay in Ms*** refund. This is definitely is not the normWe recently implemented a company-wide computer systems conversion, which has affected her refund. While our systems do show the settlement dates as of March 10, 2016, the system was unable to process the entire amount to the Visa CardThe Visa was also credited $601.37, and that amount actually settled on March 24, 2016. The day after Ms*** rejected our offer. We have verified with both credit cards and they agree they received the credits. Ms*** can reach out to the bank to verify. Additionally, because of the system’s inability to fully credit the credit cards, a check for the difference in the amount of $was sent to the address of record on March 23, 2016. The check number is ***. Once the check is cashed, Ms*** will be wholeThis was a very rare case, and we are looking into what could have happened to cause this to occur. We understand that this has been a tremendous inconvenience and appreciate Ms***’s patience Best regards, CS Correspondence Manager

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, 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, 9, 2015/11/09) */
November 9,
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 29, 2015, with mutual satisfaction
We sincerely apologize to Mr*** for the delay he experienced in reaching out to our customer serviceWe truly appreciate his patience
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 11, 2015/11/10) */
Complaint has been resolved by the companyPlease close this case

Initial Business Response /* (1000, 12, 2016/01/25) */
January 20,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs***
We sincerely apologize to Mr& Mrs*** 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 deliveryTheir complete bed was delivered via UPS on January 6, We understand that this was a tremendous inconvenience and appreciate their patienceWe have credited them for the UPS Shipping cost of $($+ tax) to their Synchrony account as a token of our apologies
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 14, 2016/02/04) */
2/4/Left a message for the consumer that we will be closing the case resolvedAL

Initial Business Response /* (1000, 8, 2016/01/11) */
January 11,
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 customer serviceThis is not our mode of operationWe recently implemented a complete computer systems conversion, which affected his order and deliveryMr***'s bed was delivered on January 4,
Mr*** spoke with a Home Delivery Scheduler on November 24, and asked for a $credit for the delay and the Scheduler agreedThis credit could not be applied until after delivery, so we have now issued a $credit to Mr***'s Visa
Again, we are sorry for the delays due to our computer conversion and appreciate Mr***'s patience
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"$credit" was not what "Mr*** asked for"!
Considering enormous time I had lost to trying to get $mattress, that was promised to be delivered within couple of weeks; I was asking for $500! But somehow Select Comfort Corporation decided for me to give only $
I am a physician and Considering that I spent at least 6-hours trying to rich Sleep Number as I described in original complaint, instead of taking care of work, that translates in about $1200-in lost time-wagesAlso I had to sleep on the couch in my new apartment, that also gave me significant discomfort and suffering, that I can not define in dollar amount without consulting with an attorneyTherefore considering all of that I believe that $for all losses and suffering that I sustain due to Sleep Number failed practices is appropriate
Thus I would appreciate if Select Comfort Corporation credit in total $
Final Business Response /* (1000, 14, 2016/01/25) */
January 25,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mr***An additional credit has been issued to Mr***'s VisaAgain, we appreciate Mr***'s patience
Best regards,
Legal Correspondence Analyst

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

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, 2015/12/21) */
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.)

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

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, 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 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, 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, 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, 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

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 the delays Mr& Mrs*** experienced regarding their trial
returnThis is not our mode of operationWe understand that this was a tremendous inconvenience and appreciate their patience
A Trial Return has been set up for Mr& Mrs***'s Sleep Number(r) Queen Dual pand Queen FlexFitadjustable baseMr& Mrs*** will receive a call from our Home Delivery team by March 2, to schedule their Trial Return pick upMr& Mrs*** will be refunded on their Synchrony Financial account within weeks of returnMr& Mrs*** have already returned their SleepIQ for a refundWe regret we have lost Mr& Mrs***'s business
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 7, 2016/02/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept in good faith that the Select Comfort Corporation will honor the above response and fully refund the total price of the Queen Dual pmattress and Queen Flex Fit adjustable base as well as pick up and delivery chargesI received a phone call today February from the Home Delivery team at Sleep Number to schedule a pick up for Friday, February I want to confirm that both mattress and base will be picked up at that time