Sleep Number Corporation

October5, 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*** We reached out to Ms*** to discuss her complaint When the pictures were finally received, we called out to the phone number on her file. There was no answer and the name on voicemail did not match her name, so we left minimal information - we left a voicemail with the phone number and hours to reach us. That was on 9/28/2017. We have reached out to Ms*** at the phone number listed on the complaint and will be working with her directly towards resolution once connecting Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2016/01/25) */
January 25,
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 regarding
his warranty orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected his order and deliveryThe warranty parts are scheduled to ship by February 2, We understand that this was a tremendous inconvenience and appreciate his patienceWe did authorize a check for one-half of the warranty order cost as a token of our apologies
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/02/04) */

Initial Business Response /* (1000, 8, 2016/02/03) */
February 3,
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 companyThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected Mr& Mrs***'s replacement order
When Mr& Mrs***'s Sleep Number(r) iKing Mattress and FlexFitTM King Adjustable Base was delivered and set up, the technicians discovered that the adjustable base was defectiveMr& Mrs***'s new FlexFitTM King Adjustable Base is scheduled to be delivered on Saturday, February 6,
We have applied an appeasement to Mr& Mrs***'s Synchrony financed account as a token of our apologiesPlease contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2016/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of today, Feruary 10, 2016, I still do not have a replacement adjustable baseWe were scheduled to receive delivery on February between PM and 10PMI waited until o'clock before I remade my bed and went to sleepI never received a call to say they would not be able to make itOf course all phone numbers and contacts were closed for the weekend so I was unable to contact anyone until MondayI called the Bridgeport store on Monday to explain what happenedThey apologized and said they would call back and rescheduleSo far I've received no phone call
Final Business Response /* (4000, 12, 2016/02/16) */
February16,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
We sincerely apologize to Mr& Mrs*** for the delays they experienced regarding their replacement FlexFitadjustable base 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 patience
Mr& Mrs*** are scheduled to receive their replacement adjustable base on February 20, between the hours of 9:A.Mand 1:P.MThey will receive a call from our technicians approximately one-half hour prior to their arrival
Best regards,
CS Correspondence Specialist
Final Consumer Response /* (2000, 14, 2016/02/17) */

Initial Business Response /* (1000, 5, 2015/08/07) */
August 7,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mrs***
Mr& Mrs***'s complaint was discussed and resolved today on August 7, 2015,
with mutual satisfactionWe're sorry the bed did not work out for Mr& Mrs*** and wish them well
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 7, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your swift response, your willingness to pick up the bed early and refund the majority of our moneyI agree that one charge of the delivery fee is fairI'm sorry that it took an email to the Revdex.com to get this positive outcome howeverI also thank the Revdex.com for their assistance***

I am rejecting this response because I find it completely unacceptable that I purchased a $3k+ mattress from SleepNumber and was sold a defective product that continues to fail on an annual basis When making a three thousand dollar investment, I should not have to replace key parts of that investment year over year and then on top of that, be expected to pay for replacing the defective parts I expect SleepNumber to provide a solution other than having me pay for replacing defective parts

October 12, 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 Classic Mattress and Modular Base on QVC on January 26, 2009. The bed was shipped to her via UPS for our customer to self-install September 18, Ms*** chatted in to our Live Chat Team with the results of her air loss troubleshooting. It was determined that the air chamber needed to be replaced. Our representative set up the replacement order and gave the warranty replacement cost. Three minutes later our representative asked if Ms*** was still there and eight minutes later advised the chat would be ended since Ms*** never responded On October 9, Ms*** chatted in stating that her chamber was refurbished This was not brought to our attention at delivery back in or when she chatted in to get the replacement chamber It was only mentioned after receiving her replacement price quote. Our representative offered 50% off her prorated warranty replacement cost due to the age of the bed Ms*** stated that she felt that if it was refurbished it wasn’t in warranty. Our representative explained the warranty is the same no matter what and asked Ms*** if she wanted the order placed. Ms*** told our representative they were no help at all and ended the chat Refurbished means the product left the warehouse and came back so we can no longer call it new. Perhaps a customer refused delivery or cancelled the order after it was loaded on the truck. Refurbished products hold the exact same warranty as brand new components and we stand behind them the same as any new one. All our refurbished products are double tested, meaning they are tested again once they come back. We find the offer presented to Ms*** to be fair and will hold the offer for days Best regards, Customer Advocacy Escalation Consultant

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*** for the delay he experienced in reaching out
to our customer service and for the delay in the delivery of his pKing setThis is not our mode of operationWe recently implemented a complete computer systems conversion, which affected the shipping of his order
Mr***'s bed was delivered via UPS on December 2, and we truly appreciate his patiencePlease contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

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 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 Pillow Protector, Cotton, Gussett, King was delivered on February 5,
We have applied a credit to Mr***'s MasterCard as a token of our apologies
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If it was known that their system conversion was causing excessive delays, etcthen why was the company so adamant (the first times) about cancelling the order and refunding the cost of undelivered merchandise?
At no time was a reason for the delay communicated to me, nor was I asked if I wished to continue waiting or not
Beyond days, there's no reason to not accommodate and cancellation and (partial) refund

Initial Business Response /* (1000, 5, 2015/08/31) */
August 31,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Mr& Mrs***
Mr& Mrs*** canceled their order and their refund was delayed due to
human errorWe hope Mr& Mrs*** will accept our sincerest apologies for the inconveniencesWe wish them well
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 11, 2015/12/11) */
December 10,
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 confusion regarding his purchase or
the terms of his financing
Mr***'s complaint was discussed and resolved today with mutual satisfactionWe understand that this has been an inconvenience and truly appreciate his patienceMr*** knows how to reach me directly if he has any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (2000, 13, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While the resolution wasn't what I was originally looking for Sleep Number did resolve this in a way that restored my faith in the company

June 29, 2016 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 an iLE FlexTop King Mattress and a King FlexTop FlexFitAdjustable Base on February 12, 2015. The order total was $ and Mr*** paid with a Visa Card. The bed was delivered via our Home Delivery Team on March 5, 2015. Our FlexTop Mattress design combines adjustability with the feeling of togetherness. The split is only partial, allowing independent movement of each side of the head of the bed while the feet move in unison Mr*** claims that his mattress has been separating for over months and that it took us months to acknowledge his concerns All calls in and out of our Customer Service Center are recorded. In searching the phone number provided on the complaint as well as the additional two phone numbers on his customer file there were no incoming calls found. The ***’s first contact with our Customer Service Center was a proactive outreach call on March 27, 2015. Our representative called to make sure all was well and Mrs*** stated they found their Sleep Numbers, liked the bed and had no questions. Mrs*** was told to call us should they ever have any questions or concerns May 3, Mr***emailed claiming he had a gap in the mattress and told to check the bolts where the mattress is bolted to the base to make sure there were no tears; that could cause the mattress to slide. May 9, Mr*** emailed that he didn’t believe the steps provided would resolve the issue and again mentioned the separation. Our representative stressed completing the steps to make sure we find the root of the issue. Additionally, by completing the steps, if all is well, we would provide additional troubleshooting. May 10, Mr*** emailed that he spent “nearly $10,for a bed” and questioned why we could not “simply send someone out here to fix the bed. I’ve been trying since December.” Our representative apologized for the length of time he was dealing with the issue and explained that our warranty includes customer based troubleshooting and that we do not have a troubleshooting team. She went on to say he could have our Home Delivery Install Team come out for a fee, but they do not carry any parts. May 11, Mr*** responded stating he felt his warranty was worthless and our representative explained it was not worthless and does help cover issues that may occur. May 19, Mr*** emailed stating he did not find the bolts at the head of the bed and did not understand why there even would be bolts. Our representative explained the mattress needs to be secured to the base and that there were no bolts at the head of the bed as that could cause the cover to tear when moving the head up and down. Mr*** also sent in pictures of the mattress. The mattress appears normal. May 21, Mr*** emailed describing the gap stating it’s two inches off the middle on the left side and one and half inches off on the right. Our representative explained this is a occurrence due to the design of the mattress. Any mattress with a split needs room to allow for the independent motion on either side. Our representative apologized for any confusion and addressed that the gap may be wider than Mr*** had anticipated but it was normal. She advised to call or chat in should he have any additional concerns. Our adjustable bases are an inch thinner than the mattress to allow for the base to be set into a frame and have the mattress be flush with the frame. There will always be some overhangThe pictures Mr*** sent in show the mattress to be fine; nothing out of the ordinary. The troubleshooting results provided to us proved no defects to any part. If a defect would have been found, the part would have been replaced under Mr***’s Year Limited Warranty at 100% coverage. We will continue to support Mr*** under his Year Limited Warranty with any warranty issue that may arise and ask that he reach out to us with any further questions or concernsBased on the information received from Mr*** we will have to deny his request to have the mattress repaired or replacedFurther troubleshooting emails were sent today regarding the possible sagging. As stated on the emails, Mr*** should contact our Customer Service at ###-###-#### with the results of the troubleshooting if he has not already done so. Best regards, Customer Advocacy Escalation Consultant

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*** for the delays he experienced in reaching out
to our company regarding his refundThis 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 Mr***'s patienceWe mailed a check for the cost of the mattress plus tax less one return shipping label to Mr***Again, we are so sorry for the delays and wish Mr*** the best
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/02/08) */

March 31, 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
*** Ms*** purchased a Queen Dual iLE Mattress with SleepIQ, a Queen Modular Foundation, and a Total Protection Mattress Pad on January 28, 2017. She purchased the products with HelpCard Financing in the amount of $The bed was delivered on February 8, Unfortunately the bed did not work out for Ms*** and it was returned via our Home Delivery Return Service on March 1, 2017. The mattress pad that was ordered was a king versus a queen and our representatives should have allowed a return with no questions asked. For that we apologize In looking at our records we did receive the King Mattress Pad and Ms***’s refund for it settled on March 29, 2017. It may take a few days for the finance company to post the credit. Ms*** will see two credits on her financing, one for $and another for $235.39. We’re sorry the bed didn’t work out for her and wish her well Best regards, Customer Advocacy Escalation Consultant

I am rejecting this response because: The topper pad was only promised, have not received it and I later called and told them that we both now had our settings on and which was not acceptable but the most comfortable we could find and that we still had the hump. So one lift kit was not going to solve the problem, however I could tell Bill didn't comprehend what I was telling him. They know they have a problem or they wouldn't have all of these so called fixes. That is not what we expected when we made our purchase

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, however, I disagree with their statement that I rejected an offer. I never was offered any other type of settlement except to wait to be called back in three days. We did receive the check that was sent to the home
Thank you for looking farther into the matter so that future customers will not be affected as we were.Respectfully,*** ** ***

April 6, 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***
After submitting her complaint on April 5, 2017, Ms*** called our Customer Service Center and spoke to one of our Customer Advocacy Managers. The complaint has been resolved with mutual satisfaction. The product is scheduled for pion April 17, We consider this matter closed. We’re sorry the bed did not work out for Ms*** and wish her well Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2016/01/15) */
January 15,
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 refundMs***'s Visa was credited the $on November 11,
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is not correct that my account was credited on NovIt was credited on December 14, days after I returned the item
Final Consumer Response /* (2000, 11, 2016/01/20) */

August 29, Select Comfort Customer # *** RE: Ms*** Case # *** Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** Mrand Mrs***
purchased a Split King cSE Mattress only w/SIQ $2391.93, two Total Protection Mattress Pads $and had the mattress delivered via our Home Delivery Team on June 4, The fee for the delivery was $195.69 Mrand Mrs*** paid for this using a Visa card. The delivery technician called in while at the home stating Mrand Mrs*** believe they should get two remotes. Our representative explained the mattress comes with a single remote that operates both sided of the mattress. She went on to say that if an adjustable base had been purchased it would have come with an additional remote. The technician said he would explain to the customer. On the original sales paperwork (copy available per request) that Mr*** signed acknowledging the correct products were ordered, it clearly states: Sleep IQ, Dual, Remote. Mrs*** contacted us three times via email to question only getting one remote. Each time our representative explained that when purchasing a mattress without the adjustable base, the mattress comes with a single remote that works both sides of the mattress and if the adjustable base had been purchased a second remote would have come with the adjustable base. Mrs*** called our Customer Service Center on August 12, to return the mattress. Mrs*** chose to send the mattress back using prepaid labels and was advised she would be credited for any labels not used. Mrs***’s return was settled on August 23, and we transmitted $to the Visa card used for the original purchase. Mrs*** called our Customer Service Center on August 24, questioning her refundOur representative told her $was settled on August 23, 2016. Mrs*** said that was not the correct amount. Our representative advised she would look into the matter and call her back. Mrs*** was charged for four prepaid labels but only used one so our representative made the entry to credit back for the three unused labels. That entry generated a credit of $which settled on August 26, 2016. The difference Mrs*** is stating we owe her is for the original Home Delivery fee and for the two Total Protection Mattress Pads. The mattress pads are final sales no returns or refunds and the Home Delivery fee is for the service that was provided. We will not be able to credit anything further. We’re sorry the mattress did not work out Mrand Mrs*** and wish them well Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (1000, 8, 2016/01/25) */
January 25,
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 experience in attempting to return his
CoolFit Contour 5" Pillow, StdWe understand that this was a tremendous inconvenience and appreciate his patienceWe accepted a return for refund of Mr***'s CoolFit Contour 5" Pillow, Stdon December 31, We refunded the $for the CoolFit Contour 5" Pillow, Std to his American Express account on January 2,
Best regards,
CS Correspondence Specialist
Initial Consumer Rebuttal /* (2000, 10, 2016/02/03) */

I am rejecting this response because:
I understood that this was a clearance item so EVERYONE who purchased the bed now got the same discountI didnt expect to see the 20% discountBut the bigger issue for me is your salesperson liedNo, his manager wasnt in the vicinity, Michael stood at the computer terminal with myself in front of him, and my sister standing behind meThe second person in the store was on the other side during the entire transaction, and at one point, dealing with a customerI want to make perfectly clear on this is that Yes, I purchased the mattress cover but why would I spend additional money to buy pillows I dont need and dont use because I had prior to walking into the storeMy only motivation was the additional discountSo why would I spend $for anything only to get a $discountIt makes NO SENSEIn addition, had he shown me an updated quote, I would have caught this error and not spent that money on the pillowsWe literally had to look around the store to find something for the $So what I thought Sleep Number might do was return the pillows for $and then return the $dollar discount that was given to meNot because $or $dollars is going to put a dent in my $bill but because you know it’s the right thing to doI wouldnt have taken this issue all the way to Revdex.com if it wasnt an issueHe lied, twice during the transaction and now a third time in saying a manager was thereHe failed to give me an updated quote in which I would have seen right away that there wasnt a discount on the bed and I never would have taken the pillows homeClearly there is an issue being avoided.So you can do the right thing or I can write a review on Michael's behavior, the store's reaction, and now Corporate's, all for $It's about principleSo the solution present is going to show me what principle's Sleep Number holds near and dear; doing the right thing or covering your as over $Seriously