Sleep Number Corporation

May 22, 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*** and her sister were presented an itemized breakdown of the order at the point of sale. The paperwork presented WAS an updated quote as it was the actual receipt for the purchase. Again, this was signed and initialed acknowledging the paperwork was read and understood. We would not offer $off the mattress and $off the base AND an additional 20% of the order We are going to authorize a one-time exception to take a return of the non-returnable pillows. Ms*** just needs to have her sister reach out to our Customer Service Center at ###-###-####. The file will be noted that we will honor the return Best regards, Customer Advocacy Escalation Consultant

January 30, 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 King p5Mattress on January 10, 2017. The mattress was shipped via UPS and delivered on January 17, Mrs*** called our Customer Service Center (CSC) on January 21, wanting to return the mattress Our Customer Service Representative (CSR) explained that we request our customers keep the mattress in their home for days to get adjusted to their new mattress and that the Terms and Conditions of Sale do say that. Mrs*** said she did not sign anything because the order was placed over the phone. Our policy on phone orders is that the Sales Professionals read the Terms and Conditions of Sale and once the customer agrees the Sales Professional would then sign off on the Terms and Conditions of Sale for the customer Mrand Mrs*** issued a chargeback with their credit card company. When this was brought to our attention we called out to Mrand Mrs*** and left a voicemail letting them know that we had set up the return and would send them prepaid labels for the return of the mattress. We also asked that they call us back to confirm whether they would like the labels emailed or sent US Mail Mrs*** called us on January 25, asking for the return labels to be emailed The labels were sent and as of yet we’re not showing any tracking on the mattress being returned We’re sorry the mattress didn’t work out for Mrand Mrs*** and wish them luck finding one that suits their needs Best regards, Customer Advocacy Escalation Consultant

October 2, Revdex.com of Minnesota & North Dakota RE: Mr*** Case # *** Dear Revdex.com: Thank you for the opportunity to respond regarding he complaint of
our customer Mr***. Mr*** purchased a Twin cMattress, Modular Base and Standard Legs on August 28, and was scheduled to have his order delivered on September 16, 2017. When our technicians got to the home the found that a Full size foundation was picked and packed instead of a Twin. Mr*** refused the delivery Mr*** was rescheduled for September 23rd, but that delivery did not occur. No show and no call notifying. We’re deeply sorry for the lack of communication surrounding this. We are using Mr***’s experience as a training opportunity to prevent such errors from occurring going forward Mr*** is working with one of our Case Managers and has been rescheduled for October 14, per his request. He will be out of town on the soonest date we had available. Our Case Manager will keep Mr*** up to date on his order. She will be calling out with the timeframe and will check in once he has been delivered We are confident that delivery will take place as planned and thank Mr*** for giving us another chance to make this right Best regards, Customer Advocacy Escalation Consultant

Initial Business Response /* (4000, 11, 2016/01/20) */
January 19,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
We sincerely apologize to Ms*** and 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 deliveryThe bed was delivered on January 2, We understand that this was a tremendous inconvenience and appreciate their patience
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 5, 2016/02/15) */
Dear Revdex.com:
Thank you for the opportunity to respond regarding the complaint of our customer, Ms***
Our records indicate that Mr& Mrs*** purchased a Sleep Number(r) c2, Split King Mattress, Split King FlexFit2,
adjustable base, and Home Delivery set up service at one of our retail stores on September 5, Mr& Mrs*** received their mattress and adjustable base as of September 18,
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
The Sales Professional who assisted Mr& Mrs*** went over the terms and conditions of sale in detail and Mr*** signed their Customer Order (copy available upon request) as well as initialed the respective disclaimers, including the Adjustable Bases Return/Exchange Policy:
"Adjustable Bases Return/Exchange Policy: The FlexFitTM 1, FlexFitTM 2, and FlexFitTM Adjustable Bases are not covered under the Sleep Number(r) Night In-Home Trial policyAll sales of FlexFitTM 1, FlexFitTM 2, and FlexFitTM adjustable bases and/or Surround Silhouettes are finalNo returns or exchanges will be authorized or accepted."
On October 26, Mr& Mrs*** did call customer service to inquire about returning their mattressA Trial Return for their Sleep Number(r) c2, Split King Mattress was set up for them
On November 3, Mr& Mrs*** did call customer service to inquire what items were returnable and they were told the adjustable base was a final sale item and not eligible for return
On November 4, a Case Manager attempted to contact Mr& Mrs*** but was unable to speak with them or leave a voice mail
On November 9, Mr& Mrs*** did call customer service to inquire about returning their adjustable baseOur agent explained the adjustable base was a final sale item and not eligible for return
On November 10, a Case Manager contacted Mr& Mrs*** and explained the adjustable base was a final sale item and not eligible for returnThe Case Manager informed Mr& Mrs*** they had signed the Terms and Condition on the Customer Order
On November 12, Mr& Mrs***'s Sleep Number(r) c2, Split King Mattress was picked and returned for themThe refund for their mattress settled with Synchrony Financial on November 17,
If Mr& Mrs*** have any other questions, we encourage them to contact us at ***
Best regards,
CS Correspondence Specialist

Initial Business Response /* (1000, 11, 2015/12/08) */
December 8,
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 bed
Mr***'s bed is scheduled for delivery on December 9th, We understand that this has been a tremendous inconvenience and truly appreciate his patience
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst

Initial Business Response /* (1000, 8, 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
Tonight at midnight, a refund for $will be credited to Ms***'s Visa credit card
Please contact me directly if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 10, 2015/12/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I DO NOT HAVE MY REFUND AS PROMISED!!
I received a call from a Supervisor on 12/5/advising that I was issued a credit to my credit card on 12/3/On 12/7/15, I called the Supervisor and explained that no credit has been issued (even as of today's date no credit issues 12/13/15)
On 12/12/15, I received another call from a supervisor asking if I received the check refund sent to me on 12/8/When I asked why I would receive a credit card refund (which is how I paid) that was apparently processed on 12/3/and a check refund? She didn't have an answer and advised she would call me back later that dayI received no callI also still do not have my refund!!!
Final Consumer Response /* (2000, 13, 2015/12/16) */
I received the check in the mail yesterday for the full amountIt was sent to a previous address that we were at and was forwarded to us here at our new address
Thanks

July 18, 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***
All calls into and out of our Customer Service and Sales Departments are recorded. We find it odd that Mr*** would say that our Sales Professionals would not allow him to apply for credit after reviewing the callsOur records show Mr*** applied for Synchrony financing online and was declined. One of our Sales Professionals called out to offer our secondary line of financing on April 19, and left a voicemail with the number to reach him if he was still interested in a Sleep Number Bed. Our Sales Professional reached out again on April 27, and left another voicemail. On May 19, our Sales Professional connected with Mr***. On this phone call our Sales Professional went over both options for the secondary financing. Mr*** chose the month option, the Sales Professional played the recorded terms and when he asked Mr*** if he agreed to terms, Mr*** asked how many “hard pulls” there would be for agreeing to the terms. The Sales Professional told him there would be two hard pulls and Mr*** decided he would hold off and pay cash Mr*** called into our Sales department on May 26, and asked that we run the secondary credit application and asked how long it would take to get the cardMr*** was told that if he got approval she could place the order right over the phone otherwise it could take two weeks to receive the card. He also asked if she could run the application and have the store place the orderOur Sales Professional explained that legally we cannot give out the account number over the phone but if he knew what he wanted she could help. He never mentioned wanting to work with the store, just stated his fiancé wanted one thing and he another so they needed to go back to the store. Our Sales Professional advised to have the store run the credit application because she would not be able to give him the account number over the phone. The account number would be sent to him by the issuing bank. Mr*** again said he would hold off for the time being. She also let him know the sale prices were good through Monday Mr*** called our Sales Department again on May 27, and requested that we run the month financing application. He also asked if she would give him the account number over the phone if approved. The Sale Professional explained she could not, but she could place the order for himMr*** again questioned the timeframe to get the card in the mail and was told it could take up to two weeks. He said he didn’t have much time but agreed to listen to the recorded terms. Mr*** disconnected the call Mr*** called our Sales Department again on May 28, and wanted to finish his month credit applicationHe questioned again getting the account number over the phone and was again told we legally cannot do that but would place the order with him. She asked what he wanted to purchase and he responded that he was unsure and our Sales Professional offered to help him decide. He asked that she just run the credit check and our Sales Professional played the terms. When asked if he agreed to the terms, he said yes and the application was run July 2, Mr*** placed an order with the store for a Queen iMattress w/SIQ, a Queen FlexFitAdjustable Base and some accessories. The bed was scheduled to be delivered on July 9, with an 8-timeframe. Per his complaint he requested we call minutes to an hour beforehand as he had to travel to his second home to accept the delivery. Our techs called Mr*** at 8:AM to let him know they were a half an hour away. Mr*** was the second stop on the route. When our technicians arrived at the first stop, that customer was not at home. Our techs called Mr*** to advise they could be to his home sooner. Mr*** became upset and called in to our Home Delivery Team, and they offered to send the techs back out and Mr*** declined stating he’d rather reschedule with a different teamThe next available day was July 15, and Mr*** chose to speak to a representative instead of accepting the new delivery date. He told the representative that date wouldn’t work and he just wanted to cancelMr*** told his Sales Professional that we took him off of the 15th and no one ever spoke to him about thisMr***’s Sales Professional called Home Delivery to discuss and was told the call had been reviewed and Mr*** opted to cancel. One of our Home Delivery managers called Mr*** and offered July 20, 2016. Mr*** requested July 19, and our routers complied. Mr*** is now scheduled for July 19, and per his request we will be sending a different team of installers We apologize for the inconvenience and want Mr*** to know we appreciate his business Best regards, Customer Advocacy Escalation Consultant

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, 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 affected his order and deliveryHis modular base was replaced under the terms of his limited warranty and delivered today on January 20, in four boxes (on porch)We understand that this was a tremendous inconvenience and appreciate his patience
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 14, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been waiting since November to have something done about thisAdditionally yes, the parts have been delivered but will NOT be installed until February 3rd
Additionally they have setup multiple appointments for this to be done the first of which they forgot to send the repair parts so the people that came looked, saw that it was broken and could not do anything to repair it
I paid top dollar for a bed which I have not had use of since November and dealt with several rude people on the phone who offer me nothing but excusesHowever if you call that company and want to buy something they are Johnny on the spot to take care of you
I expect reasonable compensation for this, or my money back as what good is a year warranty that obviously the company could care less about honoringExcuses and I am sorry do not cut it...It might have months ago, but not now
I have written multiple emails to the company, multiple phone calls to their escalation department and the responses from the company have been totally underwhelming

April 22, 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 King pMattress with SleepIQ, a King FlexFit Adjustable Base and some accessories on January 28, 2017. The bed was delivered via our Home Delivery Team on February 6, Our latest contact with Ms*** was on April 18, 2017. She called our Customer Service Center wanting to exchange the mattress and return the adjustable base because she was having issues with the under bed lighting and the massage featureOur Customer Service Representative (CSR) explained the adjustable base is a final sale. We do have the signed Terms and Conditions of Sale (copy available upon request) acknowledging that the terms were read and agreed to Sleep Number will take care of Ms*** under the terms of her Year Limited Warranty and repair or replace the adjustable base if needed We have an obligation of fairness to maintain for all of our customers and cannot make her request to return the adjustable base an exception to that obligation Kind regards, Customer Advocacy Escalation Consultant

I am rejecting this response because:
I did the over the phone help assistance regarding the side of the bed during one of those phone calls already. That's when I told her the mattress pad and the sheets had ripped and explained what I thought it looked like the bed was not rising correctly There is no need to do the phone help again since I already did it. She only sent out the mattress pad and yes I called a few months later because I didn't get any help on the matter the first phone call. And yes the second mattress pad is ripping as well just like the first one. As for the length in time there would be no way in knowing this was a problem from the beginning. I have never had a sleep number bed before and if it was a rip or puncture something obvious I would have noticed right away. I just kept moving it over when I laid the bed back thinking it was me. Always made sure the cords were not restrained and it had space from wall but when the bed sheets kept ripping I knew this was not something I should have to deal with from a $bed from the beginning. If had known it was a lemon that first week I would have called asapthe delivery he delivered and handed me a USB drive nothing else. Yes I should have been able to set up sleep IQ myself but it would not let me. I don't know who entered email incorrectly but that was something that should have been able to be resolved quicker and easier. Why would a customer rep tell you, "you need to use the email they had" even though it was NOT a valid email that even existed. That's not even possible. I was left a message today saying that was fixed with an order number

I am rejecting this response because:I have e-mailed pictures of the damaged walls to Ali along with the quote to do the repair. I have called and e-mailed her asking to please respond and confirm she has received the e-mails and she has not responded. This is another example of poor customer service.I did go to the store where I bought the bed to pithe products that Lisa had offered me, the store manager was in and I asked him point blank why did you not follow through as he said he would and have Mandy call me he had no response just stumbled over his words
When speaking to Lisa in the corporate office she on the other hand really tried to resolve the situation.It is very important to me to make it clear that Sleep Number's customer service is very poor!

Initial Business Response /* (1000, 5, 2015/06/22) */
June 22,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to outline our perspective regarding the complaint of our customer, Mrs***
Our records indicate that Mr& Mrs*** purchased a Sleep
Number(r) cQueen Mattress & Modular Base, a Foot/Headboard Bracket kit, Modular Base Legs and UPS Shipping on our internet web site on January 25, Mr& Mrs***'s bed set was delivered via UPS on January 31,
Sleep Number's products are sold through its more than retail stores located nationwide; through its national direct marketing operations; and on the Internet at www.selectcomfort.comOur 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 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 purchase
Our "100-Night In-Home Trial Policy" is very easy to find on our web siteIt states,
"100-Night In-Home Trial Policy: Unless your purchase is otherwise excluded as specified herein, the 100-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 100-Night In-Home Trial Policy does not apply to the purchase of demo, display, refurbished or Factory Outlet warehouse closeout mattresses, bases or setsThe 100-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 100-Night In-Home Trial purchase."
Mr& Mrs*** responded to our survey stating, "We have not yet been able to get a good night's sleepWe have adjusted the settings and still wake up during the night and cannot get comfortable." On April 5, 2014, a Customer Service Representative (CSR) tried calling Mr& Mrs*** to discuss their concerns and was unable to leave a voice messageOn April 7, 2014, we sent an email asking them to contact us regarding their comfort and never received a response
The one and only record we have of Mr& Mrs*** calling us is on August 20, Mr*** called saying that the pump comes on by itself during the nightThe CSR walked Mr*** through recalibration of the pump on each side and everything was finePlease note that if the pump is plugged into a wall outlet and the bed is butted up against that wall, moving in the bed can cause the plug to be disturbed which will interrupt power and cause the pump to click when it gets power againWe recommend that the pump be plugged into a power surge protector to eliminate that issue as well as protect it from power outages
We have no record of Mr& Mrs*** asking us for a refund until nowMr& Mrs***'s 100-Night In-Home Trial expired on May 11, We're sorry, we cannot authorize a return or exchange outside of the 100-Night In-Home Trial periodWe have an obligation of fairness to maintain for all customers and we cannot make this request an exception
Sleep Number and Synchrony Financial are separate companiesDue to federal laws protecting the privacy of consumer's financial information, Synchrony cannot provide or discuss our mutual customer's financial transactions or any other facts regarding their individual accountsSleep Number cannot alter Mr& Mrs***'s agreement with SynchronyWe recommend Mr& Mrs*** contact Synchrony directly at *** with any questions
I am certain that we can help Mr& Mrs*** sleep more comfortablyWe are here to assist Mr& Mrs*** and encourage them to call us at ***
Please contact me if you have any questions
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 7, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I can not believe this ***!!! We had called times!! This bed is a piece of ***!! They can take it back and refund the amount for it! I can not believe that they have no record of this! This company is a rip off and I will personally tell every one! My husband and I have not slept in along time with this *** bed!
Final Business Response /* (4000, 10, 2015/06/30) */
June 30,
Case # ***
Dear Revdex.com:
Thank you for the opportunity to follow up regarding the complaint of our customer, Mrs***
I'm sorry; we do not have any other records of Mrs*** calling Customer ServicePerhaps Mrs*** called the store or from a different phone number than the phone numbers we have on file
Again, I'm sure that we can help Mr& Mrs*** sleep more comfortably and encourage them to call us at ***
Please contact me 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, Mr& 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 was a tremendous inconvenience and appreciate their patienceMr& Mrs***'s bed is scheduled to be delivered December 29,
Best regards,
Legal Correspondence Analyst
Initial Consumer Rebuttal /* (3000, 9, 2015/12/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Will accept IF bed is actually delivered 12/
Final Consumer Response /* (2000, 10, 2015/12/22) */

Initial Business Response /* (1000, 11, 2016/01/20) */
January 19,
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 affected his order and shipmentMr***'s bed was delivered on January 4, We understand that this was a tremendous inconvenience and appreciate his patience
Best regards,
Legal Correspondence Analyst

January 30, 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 pQueen Mattress, Modular Base, Standard Legs and a Queen CoolFit Foam Layer on September 9, 2012. All products were shipped to her via UPS Ms*** contacted us on January 4, via email and stated she had possible mold on her foam topper pad. Our Customer Service Representative (CSR) explained that we would have someone reach out to her as we had additional questions. We called out to Mr*** on January 8, and requested that he send in pictures. The pictures were forwarded to our product specialists to examine. We received pictures and two of them (looks like the pictures were the same, perhaps sent in twice) showed discoloration on the foam. All other pictures appeared pristine Ms*** called our Customer Service Center (CSC) on January 16, and stated she received an email telling her to call in. Our CSR put Ms*** on hold to look at the pictures and discuss with her team lead. After discussing with our product specialists, they came to the conclusion that the discoloration was not an allergen. Transpiration, the process of releasing moisture through the pores of the human body, can cause the foam to discolor. The color change is a natural part of the foam mattresses aging process and won’t take anything away from the fantastic sleeping experience they provide. Again, we do not believe the discoloration to be an allergen. Had it been, we would have replaced the topper pad at no cost. Under the right environmental conditions, mold or mildew can occur in any mattress or piece of upholstered furniture. Since 1996, we have made a variety of product improvements to further reduce the possibility of mold formation. In 2005, Sleep Number enhanced its antimicrobial treatment and, according to our data there have been no confirmed cases of mold in Sleep Number beds sold after this enhancement was introduced. We created a maintenance free solution We stand behind our product. Full customer satisfaction is top priority for Sleep Number. We cannot honor Ms***’s request for a full refund on her mattress but in the spirit of good customer service, we will replace the topper pad to relieve any stress regarding her misconception as a one-time only exception to her Year Limited Warranty Ms***just needs to contact us at ###-###-#### should she wish to have the topper replaced We will hold the offer for days from today which is March 1, Best regards, Customer Advocacy Escalation Consultant

I am rejecting this response because: I HAD NO SUCH KNOWLEDGE THE $3000+ BASE WAS A FINAL SALE SOLD BY YOU! This was NEVER disclosed to me PRIOR to returning the mattress! This is a cheap and dishonest tactic to strong arming me into paying for a bed!

I am rejecting this response because:
The Mattress and the Base are one unit in the price and I was told my the sales person I could return the bed for ANY reason The base is defective period It inflates the mattress with no notice, the lights stay on and do not turn off I cannot use any other mattress for this base it is is a combo the sleep number changes and the base it what changes itI am not satisfied with the customer support or the 10K bed I purchased I was told by the rep at the store I could return the bed The mattress does not stay on the base, the base is defective If I want to use a non sleep number mattress I have to buy another base Since I am not satisfied with the mattress I have no other choice but to use a different base

August 15, 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 position
remains the same as previously stated in our responses to complaint ID ***. We gave Mr*** the troubleshooting information and asked that he get back to us with the resultsWe even emailed additional troubleshooting information regarding the foam on the interior of the mattress as well. The last contact we show with Mr*** was on June 22, just before he submitted his original complaint to the Revdex.com. Mr*** states that he would like to have someone come to his home to look at the bed. The fee for that starts at $179.99. We wish to stress because we do not have a service team, the technician would not have any parts. They would merely be looking at the mattress We urge Mr*** to contact our Customer Service Center with the results of the troubleshooting we provided to him. We cannot assist if he does not advise of his findings. Again, we want nothing but the best sleep experience for our customers but we need the troubleshooting results to do so. Best regards,Customer Advocacy Escalation Consultant

July 16, 2016 Revdex.com of Minnesota & North Dakota RE: Mr*** Select Comfort Customer # N/ACase # *** Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of Mr***. Mr*** states he purchased
his Sleep Number Bed for $over years ago and is now in need of a battery for the remote. Mr*** lists March 7, as the purchase dateWe are unable to find any information on Mr*** in our system. Since all calls in and out of our Customer Service Department are recorded and Mr*** claims he talked to us on April 4, 2016, May 2, and July 13, 2016, we searched for contact with Mr*** through the past year. Only one phone call was found. The call came in at 7:55:PM CST on July 13, 2016. He filed his complaint the same day. It may be that Mr*** called from a number other than the one he listed on the complaint. Mr*** called in asking what kind of battery he needed for his Sleep Number remote as he threw his away. Our representative tried to pull up Mr***’s file, but could not find it. Mr*** got upset stating he just wanted to know what size battery to buyThe representative explained he needed to find which bed he purchased so he could give him the correct information. Mr*** started yelling at the representative and stated he didn’t have an account with us and that the bed was “years old; I got it from my parents who got it from their neighbor or whoever the blank it was.” Our representative tried to search our historical part numbers with the model (lpm-1000) and serial (40851295r) numbers Mr*** provided, but the model number given is not one of our model numbers. Our historical pump model numbers would only be numbers long or have the letters FCS (for Firmness Control System) in them. Our representative apologized explaining we cannot search by serial numbersMr*** got very angry, stated that he should just throw the bed away, thanked the representative “for nothing”, and hung up. Historically Sleep Number remotes have only used sizes of batteries. volt (more commonly known as 544), volt, and AA. We recommend Mr*** take the remote with him to a hardware store and ask for assistance Best regards, Customer Advocacy Escalation Consultant