Sleep Number Corporation

December 26, Revdex.com of Minnesota & North Dakota RE: Mr*** Case #*** Sleep Number # *** Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our
customer, Mr***. Mr*** purchased a King pMattress with SleepIQ and a King Modular Base on December 3, 2017. The product was scheduled to be delivered on December 15,prior to 4:PM due to the condominium regulations. The route was delayed and when Mrs*** was advised we would be past that time, she told us not to come Our scheduling team rescheduled for the soonest available date; December 22, 2017. This delivery was made prior to 4:PM We’re sorry for the frustration and inconvenience of the delivery experience and Mr*** has been appeased for the trouble it caused Sleep Number strives for world class customer service and it’s obvious we fell short of that goal. We appreciate that Mr*** chose to stay with us and we welcome him to the Sleep Number family Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 5, 2016/02/09) */
February 9,
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 warranty 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 patience
According to UPS, Mr***'s Queen zipper-on-top air chambers were delivered on February 3,
According to UPS, Mr***'s Queen replacement cover was delivered on November 17,
According to UPS, Mr***'s Queen replacement center wall was delivered on November 17,
According to UPS, Mr***'s Queen replacement comfort pad wall was delivered on December 14,
We encourage Mr*** to contact us if he requires further assistanceWe can be reached at *** Monday through Friday 8:A.M-8:P.MCST or Saturday 8:A.M- 5:P.M
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 6, 2016/02/09) */

August 16, 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***
Ms*** purchased a Queen iSmart Bed with a Queen FlexFitAdjustable Base on June 27, 2017. Upon delivery, the base would not fit up Ms***’s staircase. Our Home Delivery technicians advised her to exchange to our Legacy model as they said they could get that model up the staircase She contacted our Customer Service Center to get the exchange processed. Due to the Smart Bed being a newly launched product she needed to go to a specialty team where the exchange was processed. Unfortunately, there were system issues that needed to be corrected by another team in order to get the order scheduled. She was promised a call back and that did not happen. We apologize for that, and would like her to know that’s not the norm. We pride ourselves on world class customer service and regret that we fell short of that goal Ms*** took to social media due the multiple transfers, hold times, and lack of follow-up. From the beginning of her posts our Social Media Team advised that they would be happy to set up a call back from a manager if she would private message her contact information She continued to post but never provided the necessary information for a call back Her complaint has her contact information so we will have someone reach out August 17, to get her scheduled. We cannot guarantee they will have all the answers to her questions as she is requesting, but we will find those answers for her. This call back will be from someone on our Case Management Team We understand the experience has been very frustrating and look forward to speaking with Ms*** and resolving her issues Best regards, Customer Advocacy Escalation Consultant

I am rejecting this response because:
I the customer should not have to sleep on a bed that doesnt fuction properly I have to tie a string a round the bed to hold it together, due the threading coming out of the outer casein which holds the mattress together,it is not fare that I should have to come out of my pocket to replace something that a major company could do in good faith ,I no all it will cost u nothing but a tax write off , I didnt cause the material to fail, so if I was still owed u some money u would expect me to pay you,so I would hope u would understand my fustration as I cant get a goodnite sleep,so put the shoe on the other foot!!!!!!!! and if we cant resolve this matter,I will be forced to go to a news media to pursuit this matter,thank you

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
Unfortunately, Mr*** chose to cancel his bed orderMr*** was credited $for the Home Delivery Service and only charged for the bedding he received
Again, we are sorry for the delays and regret that we have lost Mr***'s business due to our computer conversion
Best regards,
Legal Correspondence Analyst

I am rejecting this response because:It was nice of them to paint me as the angry villain while not noting the sarcastic tone of their representative , also, the rep never tried to look up a battery for me, he merely stated that without an account I could not be helped Threw their bed away and bought a high quality memory foam mattress, best sleep I've had in years

April 4, 2016 RE: Ms*** Case # *** Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms***Our records show Ms*** purchased a Queen cMattress
with SIQ, a Queen FlexFitAdjustable Base a Queen Total Protection Mattress Pad, and two Pillowology Pillows on March 12, 2016. The order total was $3663.38. Ms*** used Synchrony Financing for $and the remaining $was put on a Visa card. Ms*** refused the delivery of the Adjustable Base at delivery and will be credited $on the Visa card and $will credit back to her Synchrony Financing. The funds were transferred to the Visa on April 3, and to the Synchrony Financing on April 4, 2016. It can take the receiving bank 3-business days to post on their side. Ms*** decided to return the mattress as well. The piof the mattress is scheduled for April 9, and $will credit back to Ms***’s Synchrony Financing account. Ms*** will be responsible to pay for the accessories and the original Home Delivery fee. We understand this was a terrible inconvenience and appreciate Ms***’s patience. We are truly sorry the bed did not work out for her and wish her wellBest regards, CS Correspondence Manager *** ** *** ***

Initial Business Response /* (1000, 5, 2015/09/24) */
September 24,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
Ms***'s complaint was addressed todayWe have refunded her Synchrony
account the Home Delivery Return Service fee of $We cannot issue a check to Ms*** as we have to refund in the same form of payment as was used to purchase
We're sorry the bed did not work out for Ms*** and apologize for any inconvenience
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Administrator

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, Ms***
We hope Ms*** will accept our apologies for the delay in canceling her order
We appreciate that Ms*** also returned the bedding to the storeThe charge to her credit card was voided, so there was no completed transaction
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/10/29) */

Initial Business Response /* (1000, 8, 2015/12/04) */
December 4,
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 order and refundWe understand that this has been a tremendous inconvenience
On November 16, 2015, Ms*** received the following credit:
$1,11/16/Visa
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 11, 2016/01/21) */
January 20,
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 orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected their order and deliveryTheir bed was delivered on January 16, We understand that this was a tremendous inconvenience and appreciate their patienceWe did apply an appeasement to their Synchrony account as a token of our apologies
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 13, 2016/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you select comfort for the delivery of our productI realize now how much this new computer program you are using is affecting the whole company from the in-store customer service to home delivery we love the product which is why we went through everything that happenedWe also appreciate the effort of some of the folks who really helped
Very respectfully,
The *** family

Initial Business Response /* (1000, 8, 2015/12/07) */
December 7,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr***
We sincerely apologize to Mr*** and Ms*** for the delays they experienced
in reaching out to our customer service and for the delay in the delivery of their bedThis is not our mode of operationWe recently implemented a complete computer systems conversion, which affected their order
Mr*** and Ms*** received delivery on December 3, We truly appreciate their patience and hope they are enjoying their new Sleep Number bed
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 10, 2015/12/07) */

Initial Business Response /* (1000, 5, 2015/09/09) */
September 9,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs***
Mrs***'s complaint was resolved today on September 9, 2015, with mutual
satisfactionWe are taking a return for a check refund on her mattress and base purchaseWe apologize for any inconvenience
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

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, Ms***
We sincerely apologize to Ms*** for the delays she has experienced in
reaching out to our company regarding the delivery of her orderMs***'s beds are scheduled to be delivered on December 26, We understand that this has been a tremendous inconvenience and truly appreciate her patience
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 9, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I again received a call from Sleep number saying that the " merchandise isn't available", but it will be ready supposedly Jan I had been assured that the beds were ready, they were just waiting on deliveryThey offered me 1000$ offI suggested they close their stores if they cant deliver the productI call customer service and will leave messages with no return callI called the supervisor line and a dedicated supervisor " Andy" (X ***) with no response from either line

January 19, 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.***
Our records indicate that Ms*** purchased a Queen pMattress and several accessories on August 22, 2016. The items were to ship to her via UPS. This was done in our Oxnard-Riverpark store and Ms*** updated her name and her address at the time of purchase Ms*** called us on August 25, and told our Customer Service Representative (CSR) that the order confirmation had her new address but the shipping confirmation had her old address on it When updating an address in our system, it does not delete any prior addresses so when placing an order you must click on the correct ship to addressOur CSR apologized for the mix up and submitted a UPS trace to reroute the product to the new address. The order did not have a tracking number at the time and we needed to wait for UPS to generate that prior to submitting the trace On August 28, Ms*** chatted in to our Customer Service Center (CSC) two times. The first chat session was regarding applying an Anniversary Coupon and the second was to notify us again of the issue with the ship to address Ms*** called our CSC on August 31, to let us know the product was delivered to her old address and because of this she wanted a refund. Our CSR explained the procedure we followed with UPS to try to ensure the delivery went to the correct address. Additionally, she advised Ms*** that she would reach out to UPS to try to set up a pick up so we could set up the return and process a refund. September 2, Ms*** called our CSC looking for her refund. Our CSR this time explained that we started the return process and that our Financing Department recommended filing a dispute with her credit card. Our system will not generate a refund without the product coming back so filing the dispute would be the fastest way for her to get her money back The week of September 7, Ms*** had email conversations with our Digital Team and discussed her experience. She let us know of the shipping issues and that she filed the dispute with her credit card company and purchased a bed elsewhere. Ms*** did a chargeback with her Visa card on September 5, 2016. This was for products not received due to the wrong shipping address on the order placed August 22, 2016. Select Comfort refunded Ms*** Visa card on September 14, 2016. This was a full refund The chargeback and the system generated refund crossed paths, and Visa did not reverse the chargeback even though we responded well within the timeframe Because of this, we turned this over to our outside collections on December 21, 2016. It is not our policy to contact the customer directly when we have replied to the credit card bank’s dispute Ms*** would have received documentation from Visa on their disputed amount. January 8, Ms*** contacted us regarding a collections letter she received. She worked with one of our Customer Advocacy Managers (CAM) and was advised that she would have to work with the collection agency to settle the issue. Ms*** provided bank statements showing the two credits; one from the credit card bank on September 2, and one from Select Comfort on September 16, Ms*** did not contact us upon seeing the duplicate credit, only when she got the collection letter in January of 2017. She advised our CAM that she would work with the collection agency to resolve the issue. Our CAM closed out Ms*** follticket and we consider this matter closed. We’re sorry for error when the order was placed and wish her well Best regards, Customer Advocacy Escalation Consultant

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 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 order and return his Total Protection Mattress Pad for Memory Foam, KingHe opted to keep the Memory Fiber Curved Support Pillow, and New, Pillow, Tech-e, PinkA refund has been applied to his Synchrony Financial accountThe remaining balance on his Synchrony Financial account is for the items he opted to keepWe regret that we have lost Mr***'s business due to our computer conversion
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, Mrs***
We sincerely apologize to Mr& Mrs*** for the delays they have experienced
in reaching out to our company regarding their order and deliveryWe understand that this has been a tremendous inconvenience and appreciate their patienceTheir order will be delivered via UPS within the next 3-business days
Please note that Mr& Mrs*** purchased their Sleep Number bed on November 7, As a token of our apologies for the delay, we have shipped the parts to them at no charge as a one-time exception
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Company has NOT called us since we filed the complaintWe did receive the credit to our bank account, but the order was not shipped correctlyWe ordered item# Side and end wall kit and item# Foam TopperAll we received were the side walls
Final Business Response /* (1000, 14, 2016/01/05) */
January 5,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mrs***
Again, we sincerely apologize to Mr& Mrs*** for the delays they have experienced in reaching out to our company regarding their orderUpon close examination, we discovered that Mr& MrsHall's order was stuck in our systemWe have corrected the order so it will now be air shipped and delivered by the end of the week via UPS
Best regards,
Legal Correspondence Analyst

I am rejecting this response because:
I am very disappointed in sleep numberI was told one thing and that did not come trueA very long explanation was given but I will still never recommend sleep numberAlthough I realize sleep number does not really care about me, I just wanted them to know how disappointed in them I wasI am just an unhappy customer to them

Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** Ms*** purchased a King Mattress and Modular Base on 2/8/2001. Ms*** called our Customer Service Center (CSC) on 11/16/and stated the mattress was saggingOur
Customer Service Representative (CSR) explained she would need to replace her foam topper pad and placed an order replacing all foam layers under the terms of Ms***’s Year Limited Warranty. January 31, Ms*** called our CSC stating air lossOur CSR explained that Ms*** should swap the hoses from one side to the otherMs*** said she would do the troubleshooting and call with results the following day. Ms*** called our CSC on 2/2/with the results of the troubleshooting and it was determined she needed to replace the air chamber because the fitting that goes into the air chamber was broken. Our CSR replaced the air chamber under the terms of her Year Limited Warranty. The air chamber was delivered 2/8/17. On 2/21/Ms*** called our CSC and said her issue was not resolved. She explained that the air chamber does not hold air. The chamber registers but it sags and it is sagging on both sides. Our CSR placed an order to replace the pump system. Due to all issues he made an exception and replaced at no cost to Ms*** Ms*** called our CSC 3/31/stating she was still having issues. The mattress now has a hump in the middle. Our CSR explained that based on troubleshooting the foam would need to be replaced again. Ms*** was then transferred to a supervisor who sent a technician out at no cost to see if he could find the cause of the issue On 3/29/she called our CSC and stated she wanted to return the foam she purchased in November of 2016. Ms*** stated the technician told her she did not need it and that was what was wrong with the bed. The technician took out of the toppers and Ms*** said she slept comfortably. Our CSR transferred her to our Returns Team Unfortunately, Ms*** was denied her return due to the time that had passed since her purchase. Her request was denied at each level of escalation. Ms*** was contacted by one of our Customer Service Managers who assured her the parts sent in November were the correct parts for her bed. He reordered the foam for her and will have a technician that may be more knowledgeable about our older models come out to install. He will follow up with Ms*** once the parts have been installed. We apologize for all of the struggles Ms*** has endured trying to get the bed comfortable again. She has been nothing but gracious to all of our CSRs and always commented on how much she loves her Sleep Number Bed. We will continue to support Ms*** as long as she has her Sleep Number Bed and believe this will finally resolve her issue

January 10, Revdex.com of Minnesota & North Dakota RE: Ms*** Case #*** Sleep Number # *** Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our
customer, Ms***. Ms*** purchased a FlexTop King iSmart Bed (a FlexTop King iMattress and a FlexTop King FlexFitAdjustable Base) on October 7, 2017. The mattress and base were delivered on November 18, Ms*** called wanting to return. She was very upset about the fees involved in a return, stating they were never told of the stipulations that were presented when the return process started. Our representative obtained the signed Terms and Conditions of Sale (copy available upon request) from the store where the bed was purchased Our sales professional went over the terms of the sale and Mr*** signed off agreeing to the terms and he initialed next to each bullet point pertaining to his order The contract states in part that “Shipping and delivery fees are non-refundable and do not include any return shipping/delivery serve which is available for an additional charge” and “All sales of FlexFit Adjustable Bases are final” Ms***’s bed is scheduled to be picked up on January 17, 2018. We have an obligation of fairness to all our customers and cannot make her request to reduce the fees an exception. We’re sorry the bed did not work out for her and wish her well Best regards, Customer Advocacy Escalation Consultant