Sleep Number Corporation

July 26, RE: Mr [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms.*** According to our records, Mr*** purchased a Split King mMattress, a Split King FlexFitAdjustable Base, InBalance Layers, Total Protection Mattress Pads and Home Delivery Install and Son June 4, The bed was delivered on June 18, The order total was $and paid for using Synchrony Financing Mr [redacted] was not approved for the full amount, so Mrs [redacted] opened an account for the remainderWe have the signed and initialed paperwork that states the adjustable base is a final sale (copy available per request) This paperwork has also been sent to Mr [redacted] per his request June 20, we reached out to Mr [redacted] to discuss his experience per the request of the storeMr [redacted] said he assumed the Silhouette surround came with the base, and it does notWe explained we could place an order for the surroundHe explained he shouldn’t be penalized for not knowing it did not come with the adjustable base and should get it for free In the spirit of good customer service, we offered a substantial discount on the surround and Mr [redacted] declined the offer wanting it for free Our Customer Service Representative (CSR) spoke with her manager and got an even larger discount for him Mr [redacted] stated that was more than reasonable but wanted to discuss with his wife and call us back Our CSR noted the file with the offer June 20, Mr [redacted] called back and asked for free InBalance sheets on top of the discount on the surround Our CSR checked with a manager and his request was deniedMr [redacted] asked our CSR to hold on for a moment and came back to line and asked how the surround would be billed Mr [redacted] was told he could finance if he had enough on his account When Mr [redacted] asked our CSR to check what his available balance we explained we cannot see his balance he would need to reach out to Synchrony for that information Mr [redacted] said he would call back July 15, called back called back to discuss experience and said he said he wanted to be done with Sleep Number and was transferred to our returns departmentMr [redacted] stated he was sold something and thought he was getting another Mr [redacted] claims he said he wanted it exactly as it sits on the floor Then they discussed not being told surround was an additional pieceHe explained that they offered a discount but he was not going to do that Mr [redacted] got very upset that he received two separate accounts stating that he would have to pay twice the interest because he had two accounts Mr [redacted] then became very upset about not getting the surround, stressing he didn’t know the adjustable base didn’t come without it She offered to send a Smart Skirt at no cost and Mr [redacted] asked for her supervisor The supervisor listened to his complaints and reminded him that he likes the bed He got argumentative and wanted only to return The manager reiterated our prior offers to get him the surround he wanted Ultimately, we offered to make the exception to take a return on the non-returnable adjustable base with a restock feeHe wanted to talk to his wife and said he would call us back We made several generous offers so he could have the bed as he saw it in the store Sadly, Mr [redacted] called back and accepted the offer to return and his bed is scheduled to be picked up August 3, We’re sorry we’ve disappointed Mr [redacted] and wish him well Best regards, Customer Advocacy Escalation Consultant

Initial Business Response / [redacted] (1000, 8, 2016/02/01) */ February 1, 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 regarding their warranty orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected their order and installationWe understand that this was a tremendous inconvenience and appreciate their patienceAccording to our records, the warranty parts were delivered January 21, and installed by our Home Delivery technicians on January We sincerely apologize to Mr& Mrs [redacted] for the delays Best regards, CS Correspondence Specialist Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/02/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) They finally got the problem fixedThe bed seams to be firmer, it was like the top was stretched and sagged They need to be a little faster and get back to the customer sooner Thank you for your help

I am rejecting this response because: A co-worker had the same issue one year prior, her bed was years old and her warranty was honored with replacement of both air chambers at no chargeWhen I mentioned this to the CSR her response was "I highly doubt that"Why would a co-worker lie to me about that, what purpose would that serveIt was months before I had the problemSelect Comfort obviously picks and chooses with whom they honor their wordThe issue had nothing to do with the pump which was working just fine

Our records indicate that Ms [redacted] purchased a Full pMattress, a Full FlexFitAdjustable Base on January 25, The bed was delivered to her home on February 11, via our Home Delivery and SService Ms [redacted] opted to take advantage of our month financing with 5.99% APR versus cash off her purchase Our Sales Professionals have a chart with approximate monthly payments based on the amount of the purchase These are approximates Ms [redacted] contacted our Customer Service Center to get the amount of the monthly payment reduced and each time she called she was told she would need to contact Synchrony Financing We’re sorry, due to laws protecting consumers regarding personal financial information, Select Comfort cannot assist Ms [redacted] with her Synchrony account We do not write the terms of the financing and cannot re-write the financing as she requested She asked that we make a financial appeasement to help lower her monthly payments and our Customer Service Representative explained that it would not lower her monthly payment but rather shorten the term of the loan We apologize if there was confusion over the approximate monthly payment In the spirit of good customer service we did make a financial appeasement towards Ms***’ financing If Ms [redacted] is still looking to lower her monthly payment, she would have to work directly with Synchrony for assistance

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, Ms*** We sincerely apologize to Mr& 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 bed was delivered on January 6, We understand that this was a tremendous inconvenience and appreciate their patienceWe did apply an appeasement to their Synchrony account on December 16, 2015, as a token of our apologies Best regards, Legal Correspondence Analyst

I am rejecting this response because:for the same reason mentioned before It should not be the customer's responsibility to find out what the problem is A company should be willing to stand behind its product and if there is a problem be willing to send someone out to find out what the issue is

Initial Business Response / [redacted] (1000, 8, 2015/11/17) */ November 17, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mrs*** We sincerely apologize to Mr& Mrs [redacted] for the delay of picking up of their mattress, which was on November 12, The refund of $4,will be credited to their Synchrony financed account We understand that the delays were an inconvenience and truly appreciate their patience Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please explain why we are being credited $when we have an invoice showing we paid $for the iCalifornia King MattressDo we get reimbursed for sales tax? I am so disgusted with your company and how they do businessI have let it be known to everyone I talk to that the Sleep Number bed we had is a horrible product and then proceed to explain the trouble we have had trying to return the productNow you are saying you will not reimburse me the full amount we paid for the mattress, this is just one more thing to let people knowI am in the medical profession and am oftened asked about mattresses by patientsI have told people straight out the problems I experienced with the Sleep Number mattress and the trouble I have had trying to return it Final Business Response / [redacted] (1000, 14, 2015/12/03) */ December 3, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customer, Mrs*** We apologize to Mr& Mrs [redacted] for any confusion regarding their refundThe following refund settled on November 18, 2015: $mattress $+ tax = sub total $- (Home Delivery Return Service piof $+ tax) $total As a token of our apologies, we also provided Mr& Mrs [redacted] an additional credit for $on November 4, Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst

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 meSleep number has reached out to meI have received a new base to my bed with the warranty starting from the day it was deliveredThey also are crediting my account for payments because of my inconvenience and I guess not blowing my top at themI tried being very calm and apparently this helped a lotThank you for your help

December 26, 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 FlexTop King iMattress with SleepIQ, a King FlexTop FlexFitAdjustable Base, and a set of legs to be delivered by our Home Delivery and Set Up Service The bed was delivered on December 17, Ms [redacted] called our Customer Service Center (CSC) on December 19, to return the bed because of a “mildew” smell Ms [redacted] told our Customer Service Representative (CSR) that the technician was stuffed up and could not smell it but advised that the odor would dissipate over time It did not Our CSR explained she would replace the parts of the bed under warranty but the adjustable base was a final sale Our CSR never said that Ms [redacted] would be “stuck with the mildew smelly bed or her credit was going to be ruined.” Our CSR explained the adjustable base is a final sale item and when Ms [redacted] said she wasn’t going to pay for it our CSR said that would affect her personal credit Our CSR offered to replace the parts and Ms [redacted] said she wanted the whole bed replaced Our CSR explained she would replace the parts of the mattress but the adjustable base is a final sale, Ms [redacted] started to personally demean our CSR and requested someone higher up Our CSR transferred the call to a supervisor Ms [redacted] voiced her opinions of the prior rep and explained the “mildew” smell The supervisor offered to replace the mattress parts or take a return He explained the adjustable base was a final sale Ms [redacted] said she was never told about the final sale The supervisor pointed out that she signed the Terms and Conditions of Sale acknowledging she understood the adjustable base was a final sale Additionally, she initialed at the disclaimer about the adjustable bases being a final sale (copy available upon request) The supervisor explained again that the adjustable base can be used with any mattress and made two offers to help Ms*** She asked the supervisor for his number and said she was going to explore other options Later the same day we received an email from the Tulsa store with approval from the Multi Store Leader to replace the mattress and adjustable base The order was processed and scheduled for delivery on December 23, The bed was delivered, but a piece of the foam was cut uneven and needs to be replaced The Home Delivery technician called our CSC to place the order and our technicians will be going out to install the part once Ms [redacted] receives it We believe that since Ms [redacted] accepted getting the bed replaced she is no longer wanting a refund We consider this matter closed Best regards, Customer Advocacy Escalation Consultant

I am rejecting this response because: I don't think Select Comfort Corporation has addressed the issue of dishonesty in their advertising Given the fact that they also didn't provide a possible compromise, I believe that a fair and reasonable compromise would be to switch out the Split CKing for a Standard PKing which, with the current sales price, is comparable to the original price I paid For my time and trouble, shipping and return fees should be waived Thank you for your time, [redacted]

February 7, 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 King iLE Mattress with SleepIQ, a Modular Foundation, Standard Legs, Home Delivery and SService, and some Bedding Collection items on September 11, The bed was delivered on September 24, Mr***’s Night In-Home Trial Period was to end on January 2, On November 25, our Close the Loop Team reached out to Mr [redacted] after receiving a survey in which Mr [redacted] mentioned he was waking up with back and neck pain We asked that he reach out to us so we could assist with his comfort issues December 30, Mr [redacted] called us to return his bed Our Customer Service Representative (CSR) offered comfort solutions and at first Mr [redacted] declined and stated he just wanted to return, but then decided to give them a try Mr***’s Night In-Home Trial Period was extended to February 1, to give him some time to work the products we sent out Mr [redacted] called on February 2, to set up a return on the bed and our CSR denied his request as the file was noted that the trial ended on February 1, Mr [redacted] escalated to a supervisor who also denied his request We feel that Mr [redacted] tried in good faith to make the mattress work We appreciate his willingness to try our comfort solutions and would like to honor his request for a return of his bed A call was made to Mr [redacted] and a voicemail was left letting him know his file has been noted we will honor the return The message also clearly stated that this offer is only valid until this Friday, February 10, and we will not honor the return after that date We’re sorry the bed didn’t work out for Mr [redacted] and wish him well Best regards, Customer Advocacy Escalation Consultant

February 19, Revdex.com of Minnesota & North Dakota RE: Ms*** Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follregarding the complaint of our customer, Ms*** We apologize for the lack of response from Ms***’ [redacted] contact The representative was out of the office unexpectedly due to illness Once back in the office, she did reach out to Ms [redacted] and let her know she placed the order for herUnfortunately, there was an error on the orderAn exchange was processed to get the correct product out and Ms [redacted] has been notified of this as well Once received, we believe this matter to be closed Best regards, Customer Advocacy Escalation Consultant

May 24, 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***Our records indicate that Mr [redacted] purchased a Sleep Number® ISplit King Mattress w/SIQ, a Split King FlexFit3™ Adjustable Base, and several bedding accessories on May 8, Mr [redacted] paid $using a MasterCard and Synchrony Financing The mattress and base were delivered on May 19, by our Home Delivery Service TeamMr [redacted] states the bed didn’t work for him from the very first night Mr [redacted] called out Customer Service Department on May 20, and explained his situation Our Customer Service Representative went over comfort solutions and offered to send additional foam to customize the bed for Mr*** Mr [redacted] accepted this offer Additionally, they spoke of exchanging the mattress to a firmer model Mr [redacted] was very receptive to all suggestions and recommendationsMr [redacted] called two more times on May 20, questioning what the initial rep had told him He called our Customer Service Department on May 21, reiterating what was discussed on his prior calls On May 23, Mr [redacted] called in to return the mattress, stating while it was comfortable, he did not want it He mentioned it was comfortable but did not work for him but Mrs [redacted] really finds comfort He asked about exchanging and was upset that there would be a fee to have the Home Delivery Team come back out to the home 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 products Our 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 products All 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 went over the terms and conditions of sale with Mr [redacted] in detail and Mr [redacted] signed his Customer Order as well as initialed each respective disclaimer relative to the items they purchased (copy available upon request), including the following: “ You are responsible for the risk of loss and for shipping fees for returning or exchanging any product Home Delivery Return Services are available at an additional cost.” We’re sorry the iSleep Number Mattress is not working out for Mr [redacted] and would like the opportunity to work with him to find a Sleep Number Mattress that will We cannot accommodate Mrs***’s request to waive the Home Delivery Fees This is a not a complimentary service It is common for convenient services that require the high cost of fuel and labor to be priced accordingly Sleep Number has an obligation of fairness to maintain for all of our customers and we cannot make Mr [redacted] an exception to this obligationThe salesperson requires the copy of the Customer Order to be signed and each pertinent disclaimer initialed by the customer By signing and initialing, Mr [redacted] acknowledged he was aware of the terms and conditions of sale Mr [redacted] has already spoken with our Customer Service Department and asked that we note his file that he wants to return the mattress but does not want to pay the Home Delivery fees There are other options to set up a return We can send prepaid labels ($each) or address labels to use with the shipper of his choice—we could not quote a price for this option We will process Mr***’s mattress return once he contacts us to process the returnBest regards, Customer Advocacy Escalation Consultant

Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** Mr [redacted] purchased a Split King iMattress with SleepIQ, a Split King FlexFitAdjustable Base, our Home Delivery and SService and some accessory items on March 5, The bed was put on hold to be delivered to Mr***’s new home on June 28, The product did not come in for delivery and he had to be rescheduled for July 3, Sadly, Mr [redacted] was not notified of this and for that we are deeply sorry That is definitely not the experience we want our customers to have We would have been able to work with getting a sooner delivery date had the product been available Due to stronger than forecasted sales, we are currently having issues with supply and demandThis has affected many customers and is currently resulting in reschedules and very long hold times Mr [redacted] experienced a very long hold time while escalating to our Case Management Team and the representative he was working with offered to have someone call him back or allow Mr [redacted] to hold on the line himself Mr [redacted] found those options unacceptable The Manager then picked up and Mr [redacted] ultimately cancelled his order In looking in his file now, we see a new order placed on July 1, and that he is scheduled to have the bed delivered on July 18, We’re truly sorry for the experience, as it is not the norm, and are thankful that Mr [redacted] has decided to give us another chance Best regards, Customer Advocacy Escalation Consultant

Initial Business Response / [redacted] (1000, 11, 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're sorry for the 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 orderWe have credited Mr***'s Visa the $he paid for the Tech-e Pillow at the store We understand that this was a tremendous inconvenience and appreciate his patienceWe hope this helps ease some of his frustration Best regards, Mary [redacted] Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (2000, 13, 2016/01/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

October 31, 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 cMattress, a Queen Modular Base, and a mattress pad on October 14, The bed was delivered via our Home Delivery and Set Up Team on October 27, Mr [redacted] financed the $purchase through Synchrony Financial On October 27, Mr [redacted] called our Customer Service Center asking how to raise the head of the bed Our representative explained he had a modular base not an adjustable Mr [redacted] got very upset stating that’s not what he ordered and hung up on the representative We have notes in his file stating he wanted the adjustable base but did not want to pay the extra money for that feature Mr [redacted] called our Customer Service Center on October 30, and set up a return The mattress and modular base are scheduled to be picked up on November 17, We don’t want to see Mr [redacted] miss out on the benefits of a Sleep Number Bed and can most certainly revise the order to swap out the modular base for an adjustable base if he wishes Mr [redacted] would be responsible for the difference in cost The modular base is $plus tax and the FlexFitAdjustable Base, which had the ability to raise the head, is $plus tax Mr [redacted] can contact us any time prior to the piof the current product to process the exchange Best regards, Customer Advocacy Escalation Consultant

Initial Business Response / [redacted] (1000, 8, 2015/12/23) */ December 23, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr& Mrs*** We sincerely apologize to Mr& Mrs [redacted] for the delays they have experienced in reaching out to our company regarding their warranty issueWe understand that this has been a tremendous inconvenience and appreciate their patienceAs a token of our apologies, we will ship a new Cover to them at no charge as a ONE-TIME exception to their 25-Year Limited WarrantyTheir order will be delivered via UPS within the next 4-weeks Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/12/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) On Dec,23,I received an e-mail from Sleep Number indicating to me that a " Bed Cover" in an attempt to resolve the issue of the Sagging bed As of to-day , DecI have received nothing.If and When I receive the item I will arrange for it to be installed and then I will try to evaluate if it is going to resolve my problemThis will take some time and obviously I will not be able to meet the 'Dead Line' of January ,and I kindly request that you reasonably extend that time I still feel that Sleep Number should abide by their warranty to me for years with the first Two ( ) years at ( No Cost to Repair or Replace )I Reject their statement to you (as a One-Time) exceptionI feel they are under the Obligation to resolve the problem Completely Thank You, [redacted] ,M.D [redacted] Richmond,VA, Case # [redacted]

I am rejecting this response because:Thank you Revdex.comWithout you in place I think Sleep Number would never attempt to treat me fairlyUnlike what's stated in their comments, I sent this email, with photos, to customer service on Aug 4th and never got any response: [redacted] Aug at 8:[email protected] bodymy name: [redacted] *** [redacted] *** Tampa Fl [redacted] The right side caves in in the middle area AttachmentsView allDownload all20160803_211457.jpg20160803_211542.mp

Initial Business Response / [redacted] (1000, 20, 2015/09/29) */ September 29, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** Our records indicate that Mr [redacted] purchased a Sleep Number(r) iSplit King Mattress (with SleepIQ), a Split King FlexFitTM Adjustable Base, a Total Protection Mattress Pad, a Lyocell Sheets set, several pillows and Home Delivery Service at one of our retail stores on January 5, Mr***'s order was paid using Synchrony Bank financingMr***'s mattress and adjustable base were delivered on January 22, and the bedding products were shipped via UPS 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& Mr [redacted] contends that he went over the terms and conditions of sale in detail and that Mr [redacted] signed his Customer Order (copy available upon request) as well as initialed all of the respective disclaimers relative to his purchase 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." Due to its unique shipping and handling requirements, no returns or exchanges are accepted on FlexFitTM 1, FlexFitTM 2, and FlexFitTM Adjustable BasesMr& Mrs***'s 100-Night In-Home Trial has expiredHowever, they have had several issues of concernI spoke to Mr [redacted] today and offered to take a return for refund on their mattress and provided them with days to decideWe're sorry, we cannot accommodate Mr& Mr***'s request for authorization to return their Split King FlexFitTM Adjustable Base Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 22, 2015/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Case ID [redacted] We have heard from the Select Comfort Corporation....However...they have offered to refund the money for the bed minus a $pick up fee...They still refuse to take the frame backThey will send $to Synchrony Bank which will then take the $out that we still owe...we will be receiving a little over $backThe way I see it is that we are still going to be paying $6,for an adjustable frame and some pillows and mattress coversI'm still not satisfied with the amount of money we will be gettingI have asked for a copy of the contract we signedHe had us initial what was going to be delivered by UPS...(the bedding)He did not tell us about the frame being non-returnable...also he didn't give us a copy of the signed contract...he only printed a copy of the unsigned contract and stapled it together and put it in our packet...so please don't consider this matter closed yet.....They still haven't contacted us about when they are picking it up...and I still don't think we should have to pay a "pick-up" fee! They said we could ship it to them and they would send prepaid labels for UPS..but they would be $each and I would need at least 3..maybe And they would deduct it from our refund....still not satisfiedI want the whole thing returned....The bedding I will not complain about...although it's totally of no use once bed is gone...$6,is still a big loss....let's say $5,since I know they won't take bed clothing backPlease advise...I am so disappointed in these people! We thought we were dealing with an honest company Thank you so much for your help, [redacted] Sent from my iPad Final Business Response / [redacted] (4000, 26, 2015/10/20) */ October 20, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customer, Mr*** I spoke to Mr [redacted] and he accepted our offer to take a return for refund on their mattress, which is scheduled for pitomorrowWe're sorry, we cannot accommodate Mr& Mr***'s request for authorization to return their Split King FlexFitTM Adjustable Base Best regards, Legal Correspondence Analyst

February 1, 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*** Our records indicate that Mr [redacted] purchased a King iMattress with SleepIQ, a King FlexFitAdjustable Base, Home Delivery and SService, a Total Protection Mattress Pad and three pillows on October 15, The accessories were received in store and the bed was delivered via our Home Delivery Team on October 26, The Sales Professional who assisted Mr [redacted] went over the Terms and Conditions of Sale in detail and the Customer Order is signed (copy available upon request) as well as initialed at the following disclaimer regarding Adjustable Bases: Adjustable Bases (FlexFit1, FlexFitand FlexFit3: Due to their unique handling and delivery requirements, all adjustable bases are excluded from any In-Home Trial Policy and are not returnable or exchangeable All sales of FlexFit adjustable bases are final Mr [redacted] called our Customer Service Center (CSC) on December 10, wanting to return the bed due to it not being what he expected Our Customer Service Representative (CSR) inquired as to the reason to return and tried to assist with comfort solutions but Mr [redacted] declined Our CSR then went over all the return options and Mr [redacted] chose to have our Home Delivery Team come out and pick up the bed Our CSR explained that the adjustable base was a final sale Mr [redacted] said he would have to figure this out and call us back, but before ending the call he asked about the comfort solutions Our CSR explained the different options available and Mr [redacted] said he would call back On January 23, Mr [redacted] called our CSC and stated that he wanted to return his bed and that he was previously told he could not return the adjustable base He explained that wasn’t going to work for him and requested to speak with someone higher up the ladder Mr [redacted] was transferred to a supervisor who placed Mr [redacted] on hold and called out to the store where Mr [redacted] purchased his bed and inquired about the Terms and Conditions of Sale The Sales Professional confirmed the paperwork was signed and initialed at the disclaimer that states the adjustable base is a final sale The call was dropped and the supervisor called Mr [redacted] back The supervisor explained that we confirmed the paperwork was signed acknowledging that Mr [redacted] read and agreed to the Terms and Conditions of Sale and initialed at the disclaimer and as such we could not take a return on the adjustable base Mr [redacted] accused our supervisor of being unwilling to help and at minutes and seconds into the call Mr [redacted] said our Sales Professional had him sign some “stuff” but he didn’t read it Mr [redacted] again requested someone higher and due to wait times our supervisor submitted a callback form to have a Case Manager reach out to Mr*** Later that day one of our Case Managers called out to the phone number on Mr***’s file (the phone number in Mr***’s account is different from the phone number on the complaint) and left a voicemail explaining that since we have the signed and initialed paperwork we are unable to take a return on the adjustable base In his voicemail he left the phone number to contact the team directly should Mr [redacted] have questions or concerns We’ve not heard back from Mr [redacted] since We cannot honor Mr***’s request for a full refund The documents are signed and initialed that he agreed to the Terms and Conditions of Sale Due to Mr***’s delivery date of October 26, his Night In-Home Trial ends on February 3, and he would need to contact us by then to set up a return on his imattress if he still wishes to return Best regards, Customer Advocacy Escalation Consultant