Sleep Number Corporation

Initial Business Response / [redacted] (1000, 16, 2016/01/22) */ January 22, 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 any delays she experienced in reaching out to our company regarding her warranty concernWe understand that this was an inconvenience and appreciate her patienceMs***'s complaint was resolved on December 31, 2015, with mutual satisfaction Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 8, 2016/01/28) */ January 27, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** We sincerely apologize to Dr [redacted] & Ms [redacted] for the delays they experienced in reaching out to our company regarding their bedding orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which delayed Dr [redacted] & Ms***'s orderWe understand that this was a tremendous inconvenience and appreciate their patienceWe have appeased $ [redacted] toward the cost of the Duvet Set, Smart Classics Print, Merlot, King as well as appeased Adjustable Base, Bed Strap, Plastic and Home Delivery installation as a token of our apologies Best regards, CS Correspondence Specialist

Initial Business Response / [redacted] (1000, 18, 2015/11/09) */ November 9, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** Our records indicate that Ms***'s complaint was resolved with mutual satisfaction on October 12, Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (2000, 20, 2015/11/11) */ Dear Mr***, Select Comfort Corporation has contacted me directlyThey responded promptly after receiving my letter and we have resolved the issue as of this dateThank you for you assistance in this matterRevdex.com Compliant Case# [redacted] can be closed Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 8, 2016/01/11) */ January 11, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** We sincerely apologize to Mr [redacted] for the delays he experienced in reaching out to our customer serviceThis is not our mode of operationWe recently implemented a complete computer systems conversion, which affected his order Mr [redacted] bed canceled his bed order and returned his Total Protection Mattress Pad to the store for a refundThe only item Mr [redacted] decided to keep is his CoolFit PillowAgain, we are sorry for the delays and regret that we have lost Mr***'s business due to our computer conversion Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 8, 2015/12/16) */ December 16, 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 company regarding her canceled orderWe understand that this has been a tremendous inconvenience and regret that we have lost her business due to our company-wide computer conversion Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I lost a month of sleep because of their dishonest customer service departmentI was lied to at the time I paid for the mattress on their web-site and they only offered something close to an honest reason for the delay when I was finally able to cancel my orderAt the time I did cancel the order, they told me that it would have likely been another weeks FROM THAT DATE before I would realize the product that I orderedI am about to deliver a baby and literally lost a month of sleep while I was sleeping on a spare mattress and the couchWe ordered the sleep number because they were supposed to "be the best nights sleep" and after suffering a house-fire, that is all I could imagineIt was a nightmare and all they have to say is "sorry, computer malfunction"It's I don't buy itThese are the basis for class actionI ordered a mattress from a local dealer (not sleep number) and had it here in a couple of daysSleep Number should come out with a press release that details the problems that they are causing and stop with it's deceptive advertising and/or sales practicesTheir attempts to deal with this are unacceptableI had to sit on hold for over hours on different occasionsHow do I get that time back? How do I get that sleep back?

February 2, Revdex.com of Minnesota & North Dakota RE: Mr [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follregarding the complaint of our customer, Mr*** Mr [redacted] was provided two offers to resolve his complaint due to the misquotes We have attempted to reach him to discuss The exchange is still pending and we can process once he provides payment for the difference or, if he chooses to stay with his current adjustable base, we will credit back the difference from the quote to what he actually paid Once we hear back from Mr [redacted] with his choice we will consider this matter closed Again, we apologize for the experience and look forward to resolving this for Mr*** Best regards, Customer Advocacy Escalation Consultant

Initial Business Response / [redacted] (1000, 11, 2016/01/25) */ January 22, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** We sincerely apologize to Mr [redacted] for the delays he experienced in reaching out to our company regarding his order and deliveryWe understand that this was an inconvenience and appreciate his patienceMr***'s bed was delivered via UPS on December 22, We did schedule a Home Delivery team to go out and assemble the bed on January 6, 2016, but Mr [redacted] was not at home and did not answer his phoneWe believe that Mr [redacted] did receive his entire orderWe are sorry for the salesperson's error and for the delay Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 13, 2016/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received a duvet cover and also I did not want to wait another 4-weeks for setup of bed from your home delivery personnelI feel sleep number is more interested in my check to clear than following up with customer service I still want the Duvet cover as promised and refund of home delivery and in home setup charges that I would have paid if it was not included in a promotion, I feel sleep number had no intention of actually following thru with free home delivery and setup ThanksDave Byram Final Business Response / [redacted] (4000, 15, 2016/02/09) */ February 9, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** We sincerely apologize to Mr [redacted] for the delays he experienced in reaching out to our company regarding his order and deliveryWe understand that this was an inconvenience and appreciate his patienceMr***'s bedding items were delivered via UPS on December 9, Mr***'s bed was delivered via UPS on December 22, We did schedule a Home Delivery team to go out and assemble the bed on January 6, 2016, but Mr [redacted] was not at home and did not answer his phoneThere was no charge for the initial UPS delivery or for the subsequent Home Delivery installationWe believe that Mr [redacted] did receive his entire orderWe are sorry for the salesperson's error and for the delay Best regards, CS Correspondence Specialist

Initial Business Response / [redacted] (1000, 6, 2015/08/26) */ August 26, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mrs*** Mrs***'s complaint was resolved on August 8, We're sorry Mr& Mrs [redacted] experienced a delay in receiving their bed and we apologize for any inconvenience Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I WANT A FULL REFUND AND I WANT THEM TO GET THEIR BED OUT OF MY HOUSEREFUND FIRST Final Consumer Response / [redacted] (3000, 15, 2015/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm still having issues with this company to come pick up their bedIt's never ending with this company Final Business Response / [redacted] (4000, 17, 2015/09/11) */ September 11, Case # [redacted] Dear Revdex.com: Mr& Mrs***'s bed is scheduled to be picked up tomorrow on Saturday, September 12, If they have any questions regarding their appointment, they should call Home Delivery at [redacted] or our customer service at [redacted] Again, we are very sorry for any inconvenience Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 13, 2016/01/21) */ January 20, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** We are so sorry for the numerous delays Mr [redacted] 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 his reorder and deliveryHis reorder of an iFlexTop King Mattress was delivered on January 1, We have a new order set up to ship Mr [redacted] a second remote and for our Home Delivery team to reprogram for the additional remote We understand that this was a tremendous inconvenience and appreciate his patienceWe are mailing Mr [redacted] an appeasement check as a token of our apologiesWe hope the appeasement helps ease some of his frustration Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 15, 2016/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am in receipt of Sleep Numbers response to my complaintPlease allow me to reiterateI purchased the bed on 11/23/THe first mattress delievered was sometime in December 15, but what was delieverd was a single king mattress when I had ordered the IS Flex topSleep number nerver admitted to their mistake and stated I had to pay an extra to order that mattressI paid the additional in a cashiers check and the 2nd bed was to be delievered on 12/21/between 9:and 1:00pmTHe bed was never delieverdNo call nothingI finally after waiting minutes got in touch with customer serviceThey were not helpful and told me I had to wait until 1/1/FinallyI was told the bed would be delievered on 1/1/16, between the hours of 12:00pm and 7:00pm, It was delievered at 7:00pmWith all the waing I thought I should have been top of the list for deliveryI ordered remotes for this bed and it only came with oneNow I have a week wait for installation for the second remoteI paid 7k for this bed and I will not accept anything less than as an appeasement check for my inconvenienceI am years old and feel slighted by Sleep number because I have to wait another weeks for installation of a second remosteIt doesnt make sense that I can only utilize part of of a k bed since my purchase on 11/23/Also Sllep number needs to improve customer service because haveg to waiti time and time again to speak to a live person is ludicrous

Revdex.com of Minnesota & North Dakota RE: Mr [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follregarding the complaint of our customer, Mr*** A member of our Direct Sales Team called out to Mrs [redacted] on November 11, and advised that since Synchrony denied Mrs***’s request for credit she could offer a secondary finance opportunity Our Customer Service Representative (CSR) went through the financing application with Mrs [redacted] and a member of HelpCard Mrs [redacted] was approved for $and ordered a King cSE Mattress with SleepIQ, Modular Base and some accessories An email was sent to Mrs [redacted] outlining the Terms and Conditions of Sale and another to help her register for the SleepIQ The bed was delivered to Mrs [redacted] via our Home Delivery Install and SService on November 23, Mrs [redacted] called our Customer Service Center on December 8, to set up a return on the bed When our CSR asked why she wanted to return Mrs [redacted] said she had tried all the numbers and the mattress was just not for her Our CSR set up the return and went over the return options Mrs [redacted] chose to have the bed picked up via our Home Delivery Return Service due to not having boxes and became upset when our CSR explained that she would have to pay for the service Additionally, when our CSR explained the bedding items were final sales Mrs [redacted] said that she was keeping them and was not worried about that Mrs [redacted] requested that the bed be picked up as soon as possible The soonest date for piwas December 23, and our CSR booked Mrs [redacted] for that date She ended the call Mr [redacted] is requesting a return on the accessories and to have the Home Delivery Services at no cost Per our Terms and Conditions of Sale, all bedding accessories are final sales; returns are not allowed The accessory items can be used with any King sized mattress The Terms and Conditions of Sale also state “Shipping and delivery fees are non-refundable and do not include any return shipping/delivery service which is available for an additional charge.” We’re sorry that we cannot accommodate Mr***’s request to return the accessories for a refund and no cost Home Delivery Services Select Comfort has an obligation of fairness to maintain for all of our customers and we cannot make Mr***’s request an exception We’re sorry the bed did not work out for Mr& Mrs [redacted] and wish them well 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 satisfactory to mePart of the issue was the extended time for someone to pick up (28) minutes and another minutes she put me on holdVery poor customer serviceIf I hadn't asked for a manager there would not have been resolution

Initial Business Response / [redacted] (1000, 11, 2016/01/20) */ January 19, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** We sincerely apologize to Mr [redacted] 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 8, We have credited Mr***'s financed account $for his Home Delivery Service, as a token of our apologiesWe understand that this was a tremendous inconvenience and appreciate his patience Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (2000, 13, 2016/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) They did what we asked of them, to make things right

September 16, Revdex.com of Minnesota and North Dakota Select Comfort Customer # [redacted] 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 Split King iMattress and FlexFitAdjustable Base along with several bedding accessories on August 30, The bed was delivered via our Home Delivery Team on September 10, We’re sorry for the misunderstanding regarding the removal of Ms***’s waterbed Waterbeds are considered furniture and as such we cannot remove them The Sleep Number Home Delivery Install and Removal policy only covers the removal of mattresses and box springs (from any company) and adjustable bases purchased through Sleep Number due to liability issues Ms [redacted] contacted our Customer Service Center on September 10, and in the spirit of good customer service her Home Delivery fee was refunded The credit settled on our side on September 11, and can take 5-business days to post on her MasterCard We consider this matter closed and are happy Ms [redacted] is part of the Sleep Number family Best regards, Customer Advocacy Escalation Manager

Initial Business Response / [redacted] (1000, 8, 2016/01/11) */ January 11, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** We sincerely apologize to Mr [redacted] for the delays he experienced in reaching out to our customer serviceThis is not our mode of operationWe recently implemented a complete computer systems conversion, which affected his order Mr [redacted] canceled his bed order and refused UPS delivery of the bedding products shippedWe have credited all but $back to his Visa, which will settle tonight at midnightTotal credits will have been: $3,432.47, $and now the $= $4,Mr [redacted] will receive a return shipping label via U.SMail that he should disregard Again, we are sorry for the delays and regret that we have lost Mr***'s business due to our computer conversion Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/01/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 8, 2016/01/11) */ January 11, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mrs*** We sincerely apologize to Mrs [redacted] for the delays she experienced in reaching out to our customer serviceThis is not our mode of operationWe recently implemented a complete computer systems conversion, which affected her order Mrs [redacted] ordered a new pump on October 21, and it was delivered on December 7, We have credited Mrs [redacted] back the cost of shipping as a token of our apologiesAgain, we are sorry for the shipping delay and appreciate her patience Best regards, Legal Correspondence Analyst

March 31, RE: Mrand Mrs [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mrand Mrs***Mr.and Mrs [redacted] purchased a Queen cMattress and Base Set on March 5/and chose to have the bed delivered via our Home Delivery SService The fee for this service is $Mr [redacted] called our Customer Service Center to return the bed on March 29, and chose the Home Delivery Return Service (disassembly, packaging, shipping and insurance) This is not a complimentary service It is common for convenient services that require the high cost of fuel and labor to be priced accordingly Mr [redacted] escalated to a Supervisor to try to get the service fee waived The Supervisor suggested other return shipping methods (using our prepaid UPS labels at $per box or shipping back via the shipper of her choice—unable to quote) and Mr [redacted] declinedThe Sales Professional went over the Terms and Conditions of Sale with Mrand Mrs [redacted] in detail and Mr [redacted] signed the agreement as well as initialed each respective disclaimer relative to the items they purchased (copy available upon request), including the following: Returns: All returns must be authorized No unauthorized returns are allowed If you are returning your mattress, modular base or set purchase un the Night In-Home Trial Policy, you must contact our Customer Service Center (###-###-####) to obtain a Return Merchandise Authorization (RMA) number before returning the bed to us Once 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 and Set up fees Mrand Mrs [redacted] stated that they were told it would cost her $to return the bed The Home Delivery Return Service is $ It should be noted that they opted to have the Home Delivery SService, which is also $ We cannot accommodate Mrand Ms***’s request to have the initial Home Delivery Sfee reversed We are sorry the bed did not work out for them and wish them wellBest regards, CS Correspondence Manager Tell us why here

December 13, Revdex.com of Minnesota & North Dakota RE: Mr [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follregarding he complaint of our customer Mr*** Our position remains the same The sale Mr [redacted] references was for Thanksgiving Day onlyMr [redacted] chatted in to our Customer Service Chat Team and was advised the email promoting the sale was sent out early Thanksgiving Day and that the $the Sleep Number pbed with SleepIQ technology was only good for that day, November 23, One day-online only sales have become the norm in the industry, especially during the holidays As previously stated, we apologize that Mr [redacted] wasn’t able to take advantage of the Thanksgiving Day Sale and encourage him to watch for future sales Best regards, Customer Advocacy Escalation Consultant

February 28, Revdex.com of Minnesota & North Dakota RE: Ms***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 cMattress, a Queen Modular Base and a set of Standard Legs online on February 6, The bed was delivered on February 12, via UPS for self-installment Our website does not offer the option to purchase a single chamber queen mattress, it defaults to a dual chamber mattress We do offer to exchange dual to single and single to dual within the first year of ownership If the exchange takes place within the Night In-Home Trial, there is no cost to the customer Outside the trial, the customer is responsible for the return shipping Ms [redacted] chatted in on February 17, after doing some troubleshooting on the pump Based on the results of the troubleshooting, we replaced the pump The pump was delivered on February 21, When Ms [redacted] asked about exchanging to a single chamber she was advised to call our Customer Service Center She called us on February 22, and we exchanged the dual chambers and dual pump to single The parts were shipped UPS and are scheduled to be delivery February 28, Our techs will be going to the home on March 10, Ms [redacted] can certainly install the parts herself so she can get into the single chamber bed sooner We apologize for the inconvenience but do not feel it warrants appeasementsOnce the new pump was received, the bed was in working order Once the single chamber parts are delivered, the bed can be converted Ms [redacted] has the option to install the parts once received or wait for our technician Best regards,Customer Advocacy Escalation Consultant

Initial Business Response / [redacted] (1000, 5, 2016/02/03) */ February 3, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** We sincerely apologize to Mr& Mrs [redacted] for the delays they have experienced in reaching out to our company regarding their bedding item orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected their orderWe understand that this was a tremendous inconvenience and appreciate their patienceMr& Mrs***'s Comforters, CYPC, Down, Light Warmth, Queen were delivered via UPS on February 2, We, again, apologize for the delays in delivering their bedding items Best regards, CS Correspondence Specialist

I am rejecting this response because:I paid $for the Select Comfort pump, so this was not covered by any warranty At $350, I would be very curious to learn what constitutes "full price" for this pump