Sleep Number Corporation

I am rejecting this response because: I am disgustedI will not reply with the back and forth, he said/she saidThis company is well aware of their scamming and are protected enough to rip people off and leaving the consumers hands time to provide them monetary compensation they are not entitled to and will continue to get as long as they are allowed to continue their disgusting business practices, they provided extra things to try to make the mattress worthy of sleeping on at no extra cost because the adjustable base alone is times the cost of competitors, the frame itself covers the cost of a frame and coil mattresses at the competition, so they have been compensated times what their mattress is worth and furthermore, the mattress is falsely advertised, what arrived and was set up in our home feels NOTHING like the mattress they have in their stores and they do not have their in store mattresses set up on the adjustable frames that they are selling to consumers! It is a bait and switch scam, they do not have the items for purchase at their stores set up for demos! What you buy is NOT what they are offering in their stores! You buy blind basically and do not receive the mattress or bases they have on displayIt is disgusting and I am not pleasedI will be glad to be done with this company and advise others not to purchase anything from this vendor

Initial Business Response / [redacted] (1000, 13, 2015/12/07) */ December 7, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr& Mrs*** Our records indicate that Mr [redacted] purchased one Sleep Number(r) iTwin Long Mattress, a FlexTop King FlexFit Adjustable Base, a mattress pad, a pillow, a pillow protector and Home Delivery Service at one of our retail stores on October 3, In regards to Mrs [redacted] reference to a "topper", this is a word we use to describe a foam topper pad component that goes INSIDE the mattress CoverA foam topper is included in all of our mattress models except the most affordable model, the cPlease note that we cannot manufacture our mattress covers (entire mattress shell in two parts zipped together) to be interchangeable because the zipper sides have to match perfectlyWe cannot manufacture just the ztop half of the cover with only one side of a zipperA customer cannot zip on the new top portion to their older bottom portion of the older mattress cover - the zipper sides will not matchAgain, in regards to Mrs***'s mention of a topper, it seems she might be speaker about the zportion of the cover, which cannot be manufactured separately Under the terms of the 25-Year Limited Warranty agreement, we cover 100% of the cost of warranty replacement parts for the first two yearsAfter the first two years, we cover a pro-rated share of the costMr& Mrs***'s 25-Year Limited Warranty does state in part, "CLAIMS THIS WARRANTY DOES NOT COVER: Your warranty excludes claims for conditions arising from wear and tear including but not limited to mattress cover compression, foam compression, discoloration of parts or body indentationsThis warranty does not provide coverage for claims related to comfort preference (e.g"The bed feels too hard/soft.")The warranty does not provide coverage and will become void if claims are a result of damage caused by tampering with or modifications to any component including the opening of the Firmness ControlTM system or remote controlDamage caused from laundering or dry-cleaning the product or any part as well as damage caused by misuse or abuse including but not limited to stains, soil, burns, cuts, tears or spills or factors other than a product defect are also excluded under and will void this warrantyLastly, this warranty does not provide coverage and will become void if damage is caused by acts of nature or relating to forces outside Select Comfort's control including but not limited to fire, flood or lightning damage or for damage caused by power surges." Mr& Mrs [redacted] can review the complete 25- year limited warranty in their owner's manualWe hope that Mrs [redacted] is enjoying her new Sleep Number mattressWe encourage Mr& Mrs [redacted] to contact us directly if they have any questions Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 15, 2015/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) First things I notice: #1: no apology for the way I was treated, for the misinformation (lies), fraudulent and/or HIGHLY deceptive selling practices, the problems getting my bed delivered, nor anything else#2: no offer to do anything to make this rightNothing!!! And they "hope I'm) enjoying my Sleep Number bed"? Are they kidding?? This ordeal is highly stressful which is adversely affecting my health!! What could possibly be enjoyable about that?!? What horrible customer service!!! I absolutely do NOT accept this responseIt does NOT address my grievances AT ALLIt only shows that what happened is worse than I thoughtI was told I absolutely could replace the topper (meaning the foam pad insert, OF COURSE) any time I wantedI questioned that with Desda and was repeatedly told and assured that was correct, the foam insert could be replaced as often as I wanted at my sole discretionI have NEVER received the mentioned "owners manual," and I have NEVER received any copy of the warranty, not in any formTherefore I cannot refer to itGee, I wonder why the manager, Chris, and Desda didn't give me one!! I have NO IDEA what the legal analyst is talking about with the zipper part being attached to an older bottom portion of the mattress coverWhere that came from just confounds meIt has nothing to do with anything because I have never said anything about a mattress coverI do not have an "older mattress cover." I had a memory foam mattress on my bed before this Sleep NumberIt obviously has nothing to do with Sleep Number and has no zipperI have no idea what all that is aboutThis just doesn't make any sense to me AT ALLI have always been talking about the "foam topper pad component" that inserts into the mattressEveryone involved has ALWAYS known that!! There was NEVER any question about thatDesda told me the "topper" could be inserted very easily - just zipped right inSo obviously, she knew exactly what I was talking about the whole timeNothing was EVER said about a mattress coverDesda told me I needed to purchase the mattress PAD "to protect the warranty." (Probably more deception.) But we NEVER discussed anything about a mattress cover Since I obviously cannot replace the "foam topper pad component" anytime I want as promised, and since that was the SOLE reason I agreed to buy the more expensive bed from Sleep Number AFTER being fraudulently told that the Cmodel was no longer being made or sold by Sleep Number, I do NOT want this mattress nor any of the other items I purchased, especially since those items were purchased just so I could receive what I was led to believe would be an additional 20% discount on the mattress (which I did not get - only 20% off on the extra items!)I do NOT want the Cmodel eitherI will NEVER do business with this company again! SLEEP NUMBER/SELECT COMFORT can send their delivery people to come and take this bed at MY convenience, pack it up, and get it and all the other items I purchased from Desda out of my house at FULL COST TO SLEEP NUMBER/SELECT COMFORT(Note: their delivery people took all packing materials and boxes when they delivered and set up my mattress, so I don't have anyThey will have to provide whatever is needed when they pick up these products and mattressThat's not my responsibility either!) I want a FULL REFUND for ALL items charged to my accountNo Fees, nothingThis will be ZERO cost to me except for my time which I will never get backI will NOT pay for return shipping or packaging in any formAnd I Will NOT pack it up and ship it myselfThis mattress and the products I purchased to go with it are NOT being returned because I simply changed my mindThey are being returned because of lies made by the manager and saleswoman at the Valley West Mall storeThat is the responsibility of Sleep NumberIf you hire and employ people who are THAT dishonest, there are consequences for that The manager and sales woman at Valley West Mall in Des Moines should be firedBusiness practices like this are unconscionable I will be sure to tell everyone I know about the serious lack of customer service and the fraudulent and deceptive sales practices that Sleep Number obviously allows to take place!! (If you don't allow it, then fire these people!) And, if anyone at Sleep Number wants to talk to me, THEY can call ME - and I WILL record the phone call!! I will NOT call them and sit on hold to talk to themAnd if they put me on hold for more than minutes after calling me, I will hang upI won't waste any more of my time on them than absolutely necessary to get this stuff out of my house Final Business Response / [redacted] (4000, 17, 2015/12/18) */ December 18, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customer, Mrs*** We sincerely apologize to Mrs [redacted] for the delays she experienced in reaching out to our company regarding her concernWe understand that this has been an inconvenience and appreciate her patienceMrs [redacted] has elected to return her purchase for refund and understands that the Home Delivery Return Service may take several weeks to pick up her mattressWe are mailing her UPS pre-paid shipping labels to return her bedding items We're sorry the mattress has not worked out for her and hope she finds something that will meet her needs Best regards, Legal Correspondence Analyst

July 12, Revdex.com of Minnesota & North Dakota RE: Ms [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** Our records indicate that Ms [redacted] purchased a Queen iMattress w/SIQ, a modular base and several accessories on August 7, The bed was delivered via our Home Delivery Install and Set Up Team on August 14, The fee for that service was $plus tax On January 28, Ms [redacted] called our Customer Service Center stating she was having issues with her pump Our representative did some troubleshooting with her and found that the pump needed to be replaced and then entered the order for a replacement pump The pump shipped to Ms [redacted] via UPS and was delivered on February 8, Ms [redacted] called our Customer Service Center on February 11, and stated she was having issues with the new remote Our representative walked her though factory reset troubleshooting and all was well Ms [redacted] said she was worried she wouldn’t be able to sleep in the bed that night and thanked our representative for resolving her issue Ms [redacted] sent a letter to our corporate office dated June 20, In her letter she stated she did not see anything in our warranty information that the customer would have to pay to have someone come and look at the bed One of our Customer Advocacy Managers called out and left a voicemail with the number to reach out to his team Ms [redacted] called back the following day and spoke with another Customer Advocacy Manager Ms [redacted] explained her issue is that the pump does not inflate both sides automatically and that her side of the bed inflates slowly Our representative went over more troubleshooting with Ms*** Ms [redacted] became very upset that her side of the bed inflates slowly and wanted us to send a “service person” to check on the bed Our representative explained we do not have “service people” and pointed out that the bed is actually inflating, so the pump is not defective Ms [redacted] stated she would be going to the Revdex.com and hung up on our representative Sleep Number does not actually have a repair service department, nor have we had one in the past We do offer a Home Delivery & SService and Home Delivery Return Service Due to the nature of our product, we do not typically send a technician to a customer’s home to do troubleshooting or replace components The limited warranty clearly states, “This warranty does not provide the coverage for or the cost associated with the transportation, inspection, removal or installation of any product or partThe responsibility for the installation of any product or part replaced under this warranty and any related installation costs are yours regardless of whether there is any cost to you for the repaired or replaced product or part.” The limited warranty also states to contact our Customer Service Department for troubleshooting assistance Since our components are lightweight, most customers do not find any difficulty in assembling, troubleshooting or replacing a component Of course, we do understand individual situations and that not everyone can service their own bed That’s when we advise our customers to request the help of a relative, friend, or neighbor for assistance We’re sorry Ms***’s side of the bed does not inflate as quickly as she would like We recommend that she try swapping the hoses once again This is the troubleshooting necessary for the issue she is describing If the issue remains on her side with the hoses swapped, we recommend she get her air chamber replaced under the terms of her Year Limited Warranty Best regards, Customer Advocacy Escalation Consultant

January 4, Revdex.com of Minnesota & North Dakota RE: Mr [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** Mr***purchased a Split King iSmart Bed – iMattress and Split King FlexFitAdjustable Base- on July 9, He was waiting on delivery of bedroom furniture from another vendor and had the product delivered on November 16, The bed did not fit in the new furniture so he exchanged to a Split King pMattress with a Split King FlexFitAdjustable Base The difference in cost would credit back $to the original form of payment once delivered There were scheduling issues with the holiday so the delivery took place on December 27, The credit settled back to a MasterCard on December 28, Additionally, there was an appeasement made which was scheduled to be generated after delivery That credit settled to a MasterCard on December 29th It can take a couple of days for the receiving institutions to post the credits on their side and we did have the holiday right after, so it may take longer than the norm We do apologize for any frustration this has caused and ask Mr [redacted] to reach out to our Customer Service Center if he doesn’t see the credits posting by the end of next week We will definitely look into it for him Best regards, Customer Advocacy Escalation Consultant

March 19, Revdex.com of Minnesota & North Dakota RE: Ms [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms *** Ms [redacted] purchased FlexTop King iMattress, a FlexTop King FlexFitAdjustable Base, and some accessory items on December 23, The mattress and base were delivered via our Home Delivery and Set Up Team on January 2, We were contacted afterwards and advised that the SleepIQ account was under Mr.***’s (her fiancé) brother’s accountMr [redacted] was advised that we would separate the accounts and that it would take 7-business days Sadly, it not happen as advised We apologize for the inability to resolve this issue sooner On February 27, Mr [redacted] called us wanting to exchange to an Eastern King The exchange order was processed and scheduled to be delivered March 13, Ms [redacted] called us on March 10, to set up a return on everything Our Case Manager advised that the adjustable base was a final sale item and set up the return on mattress Our Sales Professional went over the Terms and Conditions of Sale with Ms [redacted] and Mr [redacted] and he signed off agreeing to the terms (copy available upon request) The terms state, in part, that all FlexFit Adjustable Bases are fil We have an obligation of fairness for all our customers and cannot make Ms***’s request to return the adjustable base an exception The base can be used with non-Sleep Number mattresses so she can continue to enjoy the ability to raise and lower the head and/or foot of the bed We’re sorry the mattress did not work out for them and they find one that suits their needs Best regards, Customer Advocacy Escalation Consultant

Initial Business Response / [redacted] (1000, 5, 2015/07/31) */ July 30, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mrs*** On September 4, 2012, Mrs [redacted] purchased a cQueen Mattress and Modular Base, and UPS Shipping at one of our retail storesRecords indicate that there has never been a warranty claim on this bed before nowWhen Mrs [redacted] purchased her bed, she had a 20-year limited warranty and a 30-night in home trial periodSleep Number does not and has never offered a lifetime warranty on any of our products Our Sales Professionals are expected to provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our productsOur Exchange and Return Policy and Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register, and the return policy is printed on all printed sales literature advertising the respective productsAll policies, the terms and conditions of sale and the limited warranty are available to anyone interested and we invite all prospective customers to read them, ask questions and understand them before making a purchaseMrs***'s 20-Year Limited Warranty is also published in the Owners' Manual she received with her bed purchase On July 23, 2015, Mr [redacted] called our customer service saying that he had done the troubleshooting and determined an air loss in the pumpMrs [redacted] then said that she had a lifetime warranty when she bought itThe Customer Service Representative (CSR) explained that under the 20-Year Limited Warranty agreement, we cover 100% of the cost of warranty replacement parts for the first two yearsAfter the first two years, we cover a pro-rated share of the costBecause Mr& Mrs [redacted] are in their third year of ownership, we would cover 72% of the cost to replace any componentsThe CSR quoted Mrs [redacted] a cost of $plus tax & shipping for a new pump (#116633) Please note that there is no return for refund on components purchased under warrantyThe 20-Year Limited Warranty covers repair or replacement of a warranted component onlyAll warranted component purchases are final with a 30-day limited warranty for any possible defects in materials or workmanship We're sorry that Mr& Mrs [redacted] are experiencing a warranty issue, but we cannot accommodate their request to replace their pump at no chargeWe are willing to pay the shipping cost if they choose to replace their pump within the next days Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regardless of how they train their sales representatives they do not tell you it is a year limited warrantyWe shopped at different stores and heard the same sales pitch at bothWe will not be sending you any more money or buying any products from you in the future

March 27, Revdex.com of Minnesota & North Dakota RE: Ms [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follregarding the complaint of our customer, Ms*** We do apologize for the excessive hold times When our sales go up, so does our call volume The disconnect was definitely not on purpose and the representative should have called back and has since been coached Regarding the separation of the accounts, this is not a matter that can easily be resolved Our IT department had to create a ticket on this and reach out to our BAM labs to separate on the backside Ms [redacted] was advised of the estimated timeframe to resolveWe have used Ms***’s feedback as a coaching opportunity to ensure our sales force is aware of the steps necessary to split an accountSleep Number strives for world class service and we do our best to be as transparent as possible and, again, apologize for the experience Ms***’s mattress was picked up on March 21, and refund settled back to her Synchrony Financing on March 22, The accessories are scheduled to be received back to us on March 29, and once they are checked in we will credit back the cost to the original form of payment We’re sorry for the experience and that it resulted in the return of the mattress Best regards, Customer Advocacy Escalation Consultant

July 26, Revdex.com of Minnesota and North Dakota RE: Mr [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** Mrs [redacted] chatted with out Live Chat Representative on July 17, at approximately 6:PM stating that he could no longer see the numbers on his remote She did the troubleshooting with our representative and was presented options for resolution Mrs [redacted] chose to replace the pump and remote with a new system versus a refurbished system or just replacing the remotesShe was told, in error, the new system included two remotes Mrs [redacted] chatted in again on July 23, to let us know she only received one remote with her new system and was told she would get two Our representative looked at the order and explained what she ordered only came with one remote Mrs [redacted] requested a supervisor and our representative said he would have someone reach out to her One of the Live Chat Managers researched the chats and found the errorOur Manager has since emailed Mr [redacted] letting him know we would make this right The order for the second remote has been placed and should arrive in 5-business days We will use this experience for coaching opportunities to ensure the best customer experience possible We apologize for the misinformation and thank Mrand Mrs [redacted] for letting us make it right Best regards, Customer Advocacy Escalation Consultant

Initial Business Response / [redacted] (1000, 17, 2016/01/20) */ January 20, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mrs*** We sincerely apologize to Ms& Mrs [redacted] 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 adjustable base is scheduled to be delivered on January 20, We applied a credit to their Synchrony account on December 19, 2015, as a token of our apologiesWe understand that this was a tremendous inconvenience and appreciate their patience Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 19, 2016/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did credit our account for $dollars for the delayBut committed to deliver the replacement for the defective bed on January 06, and did not deliver the bedThen we received a call saying they would deliver the bed on January 20, 2016, and yet again did not deliver the bedNo phone calls have been received to explain the situation, nor clarify when the replacement bed for the defective bed will be deliveredI do not believe this situation has been resolvedWe have lost all confidence in Sleep Number, even after speaking to the representative that guaranteed the bed would be delivered early January We have been waiting for this bed replacement for several months, which has been scheduled to be delivered many,many times and has yet to be deliveredOur un-satisfaction with Sleep Number has not been resolved Final Business Response / [redacted] (1000, 23, 2016/02/01) */ February 1, Case # [redacted] 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 [redacted] 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 patienceMr& Mrs***'s FlexTop King FlexFit2,Stone, 2Remotes was delivered January 21, We hope this helps ease some of their frustration Best regards, CS Correspondence Specialist

Initial Business Response / [redacted] (1000, 7, 2015/08/28) */ August 28, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** Ms***'s complaint was resolved on August 26, 2015, with mutual satisfaction We are taking a return for refund on her Sleep IQ serviceA check refund for $will be sent once we receive the Sleep Expert boxWe apologize for any inconvenience Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/08/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

January 13, Revdex.com of Minnesota & North Dakota RE: Mr [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** Mr [redacted] purchased a Queen Dual c4, A Queen FlexFitAdjustable Base and some accessories on December 30, When the mattress and base were delivered on January 3, he discovered the queen was not a split top mattress With our technicians in his home, he called our Customer Service Center to ask what we would do for him He wanted a split top mattress Mr [redacted] was told we do not manufacture Split Queen products and was given the option to exchange to a FlexTop or Split King and pay the difference or refuse the delivery of the queen He asked for compensation because he could not independently move the head of the bed He proceeded to tell our manager that the mattress was not what he was expecting, but did not refuse delivery of the queen mattress and base Per the signed Terms and Conditions of Sale (copy available upon request), the adjustable base is a final sale We do not process returns or exchanges on them However, we did make the exception in this case to allow Mr [redacted] to exchange to a Split king or a FlexTop King He declined the offer We cannot honor Mr***’s request for a return on the adjustable base If the products purchased and delivered were not what he was expecting, he had the option to refuse the delivery We hope that Mr [redacted] is enjoying the comfort of his Sleep Number mattress and adjustable baseIf he wishes to return the mattress, he has until April 13, to return if that is the direction he wishes to go Best regards, Customer Advocacy Escalation Consultant

October 17, Revdex.com of Minnesota & North Dakota RE: Mr [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms *** Our records indicate that Ms [redacted] purchased a Sleep Number pKing Mattress and Base, a set of legs and a set of sheets on July 29, The bed was delivered and set up by our Home Delivery Install and STeam on August 4, Ms [redacted] chatted in to our Live Chat Team on October 3, and advised that the frame keeps popping out in the middle Our Customer Service Representative (CSR) asked Mr [redacted] to call the Customer Service Center (CSC) because we had additional questions that required a verbal conversationMr [redacted] was also advised to not sleep on the base and to put the mattress on the floor (chat records available upon request) On October 4, Mr [redacted] called our CSC and said that when he was vacuuming the previous night (October 3rd) he discovered that the bed was popping apart in the middle and his end Our CSR set up the order to replace the entire base and was again told to put the mattress on the floor Our technicians came out to install the base and discovered two legs were missing and sent a request to our CSC to have the legs ordered Mr [redacted] stated that there were missing legs in his complaint The legs were delivered via UPS on October 12, The first available date for the install was October 27, but our CSR/Scheduler was able to move the date up to October 21, In Mr***’s complaint he mentions that he discovered the bed leaning weeks prior to contacting us yet he told our CSR it was the day prior to the phone call Mr [redacted] spoke with our Digital/Social Media team and explained that he installed the new legs by himself but still has three boxes in the home Our CSR asked if he would like to keep the install date to have the technicians pick up the defective base and Mr [redacted] declined stating it was not necessary Our CSR sent prepaid labels for Mr [redacted] to ship them back himself Additionally, she appeased him on top of the original Home Delivery fee credit Mr [redacted] thanked her for her help and wished her a good day We believe this matter to be resolved Best regards, Customer Advocacy Escalation Consultant

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is somewhat satisfactory to meI did receive the bed, and yes the day of the deliver men did call and worked out a better time with me However, your customer service of the entire matter was a complete disaster and had it not been for your delivery drivers helping me out I am sure this would be ending in a refund and by the way Howard acted at the store probably in small claims court You all need to look at your policies and not promise a time frame if you can not commit to that time frame You should also give your customers more than hours notice, Because I had to wait days for my opening you obviously know your delivers and can make a schedule for more than the day before maybe or days before would help customers out and at least make them feel like you are sympathetic I am still considering keeping the bed or returning it based on your customer serviceSincerely,Jennifer [redacted]

July 5, Revdex.com of Minnesota & North Dakota RE: Ms [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** On March 20, a Queen pMattress w/SIQ, a Queen FlexFitAdjustable Base, a mattress pad and two pillows were purchased March 23, we received a call asking us to cancel the order due to our two week delivery lead time The status of the order allowed us to cancel the adjustable base off the order The accessories had shipped so we could not cancel and the mattress status did not allow for a cancel or a return at the time The customer was advised that they could return the accessories to the store and that we would cancel the mattress when the system allowed A stop payment was put on the check used for the purchase and the check was returned to us The accessories were refused but did not get checked in as returned which resulted in a claim to Certegy Due to an internal system conversion and personnel transitions, unfortunately, the claim did not get reversed when the items were checked in We are currently working with [redacted] to get the documentation requested in the complaint and are deeply sorry for the error June 19, [redacted] advised they would contact the company the claim was sold to let them know of the error and sent a letter to the address of record that the customer is clear of the claim They advised to have Ms [redacted] contact the sold company to resolve any issues that may still be out there We cannot get any information from these companies due to privacy laws We’re truly sorry for any inconvenience and have done as we promised in our response to the original complaint # [redacted] Best regards, Customer Advocacy Escalation Consultant

October 31, Revdex.com of Minnesota & North Dakota RE: Ms [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follregarding the complaint of our customer, Ms*** Ms [redacted] purchased her Sleep Number Queen mw/SIQ Mattress and Modular Base online with our Chat Team on October 14, The bed was delivered via UPS on October 21, Ms [redacted] chatted in to our Live Chat Team October 25, around 9:AM CST and stated she did not get legs with her new bed Our Customer Service Representative (CSR) pulled up her order and advised that she did not purchase legs with her bed and went on to explain that the legs are listed as optional on the base page as well as on the legs page of our website Additionally, the modular base is designed to replace a box spring in a bed frame Our CSR let Mrs [redacted] know she could order the legs right on the website Mrs [redacted] then asked how she could ship back the bed and was told she would need to speak with our returns department and was given the phone number and hours of operation The chat was ended Approximately minutes later Mrs [redacted] chatted in again She was upset about the hold time and was advised that she should be close to the front of the queue, Monday and Tuesday are our busiest times of the week, and that we appreciate her patience The chat was ended We apologize for the long hold times We are coming off of our largest sales event and moving into the holiday sales time which is causing higher than call volume leading to longer hold times Ms [redacted] called our CSC about a half an hour later and stated that she purchased her bed but it did not come with legs Our CSR once again explained that legs are an optional accessory that can be purchased Mrs [redacted] told our CSR that the picture on the website shows legs and that she expected to get them with her base Our CSR offered to check with her supervisor to see what we could do to help When our CSR came back to the line she again explained that legs were optional and would need to be purchased but offered to cover the shipping for Mrs*** This is when Mrs [redacted] asked to be transferred to the returns team Mrs [redacted] is a return customer She purchased a Queen Mattress and Modular Base on December 26, The bed was delivered on January 4, via UPS Mrs [redacted] filed a complaint with the Revdex.com at that time wanting compensation stating her salesman promised delivery in hoursAll of our beds are made to order so delivery in hours is not possible The bed was delivered days after she placed the order—well within our two week lead time Her request for compensation was denied On January 7, Mrs [redacted] placed an order for our optional legs on our website The legs shipped to her via UPS Mrs [redacted] is well aware that the legs do not come with the base and are an optional purchase We find her attempt to get free product unethical and will not honor her request for free legs or a no cost return Best regards, Customer Advocacy Escalation Consultant

Initial Business Response / [redacted] (1000, 5, 2016/02/10) */ February , Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** We sincerely apologize to Mr& Mrs [redacted] 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 [redacted] elected to cancel their orderThe full purchase price of their order will be refunded via checkWe regret that we have lost Mr& Mrs***'s business due to our computer conversion Best regards, CS Correspondence Specialist

Initial Business Response / [redacted] (1000, 11, 2016/01/21) */ January 21, Case # [redacted] 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 [redacted] experienced in reaching out to our company regarding their returnTheir bed was picked up on January 6, and the refund was applied to their credit card on January 7thWe understand that this was a tremendous inconvenience and appreciate their patienceWe're sorry the bed did not work out for them and wish them well Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 13, 2016/01/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sleep Corporation did pick up the bed on 1/6/but refused to provide a receipt for the pick up as the delivery personnel said one would be issued electronicallyNo receipt was ever receivedWe know they have the correct email as we are still receiving ads from themI was able to confirm by calling our credit card company that there is an amount credited to our card on 1/11/The amount is not what we anticipatedSo while it might be correct, we need some documentation for the amountWe have tried via email and phone to request but have been ignored Is it possible that you can have them tell us what monies were refunded? Final Business Response / [redacted] (4000, 15, 2016/02/03) */ February 3, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** We sincerely apologize to Mr& Mrs [redacted] for the delays they have experienced in reaching out to our company regarding their Trial Return refundThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected their attempts to contact usWe understand that this was a tremendous inconvenience and appreciate their patience Our Sales Professionals provide all prospective customers with the information necessary for them to make a fully informed decision regarding the purchase of any of our productsIt's a highly structured processOur Exchange and Return Policy and 25-Year Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register and all sales literature related to our FlexFit product reflects its no-return policyAll policies, the terms and conditions of sale and the limited warranty are available to anyone interested and we invite all prospective customers to read them, ask questions and understand them before making a purchase Night In-Home Trial Policy: Unless your purchase is otherwise excluded as specified herein, the Night In-Home Trial period begins the day your new Sleep Number(r) bed arrives at the (ship to+ address listed aboveIf, after sleeping on your new bed for a full nights, you are not completely satisfied, contact us within days of delivery to arrange for its returnExclusions: The Night In-Home Trial Policy does not apply to the purchase of demo, display, refurbished or Factory Outlet warehouse closeout mattresses, bases or setsThe Night In-Home Trial Policy does not apply to the purchase of Sleep Number(r) bedding collections or to any mattresses, bases, or sets received in exchange under an original Night In-Home Trial purchase Returns: All returns must be authorizedNo unauthorized returns are allowedIf you are returning your mattress, modular base or set purchase under the Night In-Home Trial policy, you must contact our Customer Service Center ( [redacted] ) to obtain a Return Merchandise Authorization (RMA) number before returning the bed to usOnce your authorized return has been completely received by us in a good and sanitary condition, we will reimburse the full purchase price of the items being returned less shipping or Home Delivery Service & Setup feesRefunds will be issued to the original method of payment within approximately daysUnauthorized returns will be destroyed and no credit givenYou are responsible for the risk of loss and for shipping fees for returning or exchanging any productHome Delivery Return Services are available at an additional cost On August 29, according to our records, Mr& Mrs [redacted] purchased a Sleep Number(r) pw/SIQ, Cal King, Matt & Base-CA, Home Delivery set up service, and several bedding items for *** Sleep Number(r) pw/SIQ, Cal King, Matt & Bafor [redacted] Home Delivery set up service for [redacted] Bedding items for [redacted] On January 6, our Home Delivery technicians returned Mr& Mrs***'s Sleep Number(r) pw/SIQ, Cal King, Matt & Ba On January 7, we settled a refund with Mr& Mrs***'s Synchrony Financial account for [redacted] Cost of mattress and base + tax - [redacted] Cost of Home Delivery return service + tax [redacted] Total refund The remaining balance of [redacted] was for the accessories, the initial Home Delivery set up service and tax Best regards, CS Correspondence Specialist

Initial Business Response / [redacted] (1000, 21, 2015/12/07) */ December 7, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** We sincerely apologize to Ms [redacted] for the delays she experienced in reaching out to our customer service and for the delay in the piof her bed Ms***'s bed was picked up and she has received all refunds due as of November 28, We truly appreciate her patience and wish her well Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (2000, 23, 2015/12/07) */

I am rejecting this response because: This is the most falsified response anyone could writeMe and my husband can not believe not only were we lied to or should I say misguided through the sale of this bed we are continually being lied toEverything within the sale to the finishing response has shown me and my husband this is the most disgusting company all the way around anyone could come in contact withWhat we are thankful for is we are both employed with the largest employers in Oklahoma which means we are going to make sure every person as many persons we come in contact with we share our disgusting experience with the sleep number company from being misguided to being totally lied about what was exactly said within all conversationsWith this being said word of mouth means a whole lot for a business if you are individuals or a company that does not believe that carma will come back around especially with people that work around hundreds of people everydayIn addition I want everyone that works for sleep number to realize if it wasn't for customers you wouldn't have a job rightIf all you have to say is lies in your responses leave your responses to yourselves because obviously that's all the people of sleep number know how to lie to the customersEverything said in that response is totally falsified statementsThank you Revdex.com for allowing me to write the most truthful complaint and response

Initial Business Response / [redacted] (1000, 5, 2016/02/15) */ February 15, Case # [redacted] 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 [redacted] 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 patienceMr& Mrs***'s Sleep Number(r) Split King pMattress was installed on February 13, A credit settled to their Visa on February 9, as a token of our apologiesWe hope this helps ease some of their frustration Best regards, CS Correspondence Specialist Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) We acknowledge that Sleep Number ultimately resolved the issue as statedHowever I do not agree that this is not their mode of operationThe computer system conversion was used as an excuse for monthsDuring this period we were constantly faced with obstinate refusal to resolve problems of their own making in a timely and equitable manner to get a bed deliveredIt took over months to issue referral credits after talking to at least customer reps and managersI think the public should be made aware of their poor customer relations record as evidenced by the many reviews that I have recently discovered that relate similar experiences Final Consumer Response / [redacted] (2000, 8, 2016/02/17) */