Sleep Number Corporation

March 21, Revdex.com of Minnesota & North Dakota RE: Mr [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customer, Mr*** Our records indicate that Mr [redacted] purchased a Split King Mattress and two Twin XL Precision Comfort Adjustable Bases on November 23, Mr [redacted] contacted our Customer Service Center on August 21, stating his mattress was hanging over the edgeAt the time of the call, he was not at home to troubleshoot the issueHe was advised to check the cover for tears where it bolts to the adjustable baseMr [redacted] was advised that he was covered at 68% under his Year Limited Warranty and given a price quote to replace the coverMr [redacted] said he would call back after checkingThat's the last we heard from Mr [redacted] until he called our Customer Service Center on March 19, Select Comfort most definitely stands behind our products, which is why we have the Limited Warranty in play for our customersMr [redacted] is currently covered at 40% under said warranty; he would be responsible for the remaining 60% Mr [redacted] was aware of how his Limited Warranty worked back in We will replace any defective parts under the terms of his Limited WarrantyPlease understand that Sleep Number has an obligation of fairness to maintain for all of our customers and we cannot make Mr [redacted] an exception to this obligation Best regards, CS Correspondence Manager

Initial Business Response / [redacted] (1000, 10, 2015/11/30) */ November 30, 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 has experienced in reaching out to our customer service and for the delay in the receipt of her refundWe mailed Ms [redacted] a check refund for $3,on November 26, Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/12/01) */

Initial Business Response / [redacted] (1000, 10, 2016/01/04) */ January 4, 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 delay she experienced in reaching out to our company regarding her warranty concerns Sleep Number does not actually have a repair service department, nor have we had one in the pastDue to the nature of our product, we do not typically send a technician to a customer's home to do troubleshooting or replace componentsThe limited warranty clearly states, "Customer maintains responsibility for installation of parts replaced under terms of the warranty." Since our components are lightweight, most customers do not find any difficulty in assembling, troubleshooting or replacing a componentOf course, we do understand individual situations and that not everyone can service their own bedThat's when we advise our customers to request the help of a relative, friend, or neighbor for assistance We have ordered Ms [redacted] a new pump (with remote) and a new foam topper pad at no charge as a one-time exception to her 20-Year Limited WarrantyThe components will be delivered via UPS in the next 4-weeks We understand that this was a tremendous inconvenience and appreciate her patience Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/01/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am grateful that they are sending me the foam mattress topper and boxBut, I am years old and my husband is and we live in a senior communityI don't know anyone that can help me install these itemsI was expecting someone from their store to come out and install these as I was told by A.Jthe store manager, that he would have someone from the store come out and install these items and the mattress cover that I purchasedI would like to have the mattress cover and the foam put on my bed as I was promised by their employeeThank you Final Business Response / [redacted] (4000, 18, 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 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 orderWe understand that this was a tremendous inconvenience and appreciate Mr& Mrs [redacted] 's patience On January 11, Ms [redacted] requested we send our technicians to install warranty parts that had been delivered to their residence Sleep Number does not actually have a repair service department, nor have we had one in the pastDue to the nature of our product, we do not typically send a technician to a customer's home to do troubleshooting or replace componentsThe limited warranty clearly states, "Customer maintains responsibility for installation of parts replaced under terms of the warranty." Since our components are lightweight, most customers do not find any difficulty in assembling, troubleshooting or replacing a componentOf course, we do understand individual situations and that not everyone can service their own bedThat's when we advise our customers to request the help of a relative, friend, or neighbor for assistanceMs [redacted] did inform us on January 28, that she had someone install those warranty parts for her On January 28, we set up a trial return for the Mattress Cover, Total Encasement, King purchased November 19, A pre-paid return UPS shipping label was mailed to Ms***A refund of $will be credited back to their VISA ending in [redacted] within weeks of receiving the Mattress Cover, Total Encasement, KingWe hope this helps ease some of their frustration Best regards, CS Correspondence Specialist

I am rejecting this response because: So now the warranty is a limited year It's funny how I keep hearing a little something new everytime The problem here is that the warranty was never explained to us in the first place As u said before, their last response was that the warranty is clearly stated in stores, on the receipt and in the owners manual We were never in a store, our receipt printed of the Internet explains nothing and we didn't get an owners manual Our circumstances are unique We fell through the Sleep Number cracks Yes I love the bed It's , wonderful, life changing That doesn't mean a problem couldn't develop The dip in the bed became noticeable a couple years ago I assumed it was part of what to expect from an air mattress I delayed calling because of that I had no idea it could just be the foam topper I understand they have a warranty and a warranty process, but that needs to be made very clear to every single customer I don't ever want anyone to be in our shoes, so I am passing along our story to every friend and social outlet I can My husband and I are both on Disability We struggle just to make ends meet We were lucky enough to have some extra money to buy the bed in the first place We chose a company we thought was fair and trusted We knew we could not be buying another bed anytime soonThe above response I found to be insulting and disrespectful I feel like that person is being a little condescending and rude I am not a child and I do not have limited understanding I am also not on trial here So they have no obligation to us, as customers we mean nothing If there is no obligation to us as customers then who are they obligated to help? I'll be sure to pass that along to I worked in customer service retail for years I would have been fired for this kind of treatment What happened to the customer is always right? There are extenuating circumstances in every situation There are always exceptions to the rule and if we don't qualify for that no one does So apparently the product isn't as good as I thought, if the warranty is only limited in the first place Guess they don't really stand behind their product after all They talk about fairness and treating all their customers equally Hopefully I am not an example of that because they have done neither If I'm an example How the mighty have fallen I don't think we are asking for the impossible here It's a foam topper It's the right thing to do in our situation I don't know how that can't be seen here Sleep Number is certainly not the company I thought it was in quality, customer service or fairness

Final Consumer Response / [redacted] (2000, 9, 2016/02/01) */ I would like to provide an update concerning this issueOn 1/29/the bed arrived via Home Delivery and was set up and is operationalThe Home Delivery employees advised that the delay of our product was apparently the result of the product being placed in a shipping trailer that was unable to be located until this weekThe company further reimbursed our account $as a customer appeasementWe are satisfied with the resolution and appreciate anything that your agency has done to assist in resolve of this complaint

Initial Business Response / [redacted] (1000, 10, 2016/01/19) */ 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 Ms [redacted] for the delays she experienced in reaching out to our company regarding her concernsMs [redacted] elected to return her bed for refundUpon receipt, Ms [redacted] will receive two credits to her Synchrony account, $4,and $3,000, and a check for will be mailed to herA pre-paid UPS return shipping label has been mailed to Ms [redacted] for the return of her Total Protection Mattress PadUpon receipt of the mattress pad, a check refund for $will be mailed to herThis will provide Ms [redacted] with a FULL refund We're sorry the bed has not worked out for Ms [redacted] and we wish her well Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (2000, 12, 2016/01/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 13, 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'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 patience Mr& Mrs***'s Sleep Number Sleep Number(r) FlexTop King iand FlexTop King FlexFit2,Stone, Remotes were delivered December 14, On December 17, an order was placed to upgrade the FlexTop King FlexFit2, Stone, Remotes to the FlexTop King FlexFit3, Stone, Remotes at no additional charge On January 8, the FlexTop King FlexFit3, Stone, Remotes was delivered and the FlexTop King FlexFit2, Stone, Remotes was returned On January 11, a Sleep IQ data issue was escalated to our technical support teamThe issue is ongoing and Ms [redacted] will be notified when a resolution has occurred On January 12, the FlexFit Headboard Brackets, TXL/Kg/Spl Kg were deliveredMr& Mrs [redacted] can expect a call within the next days to schedule the installation of the headboard brackets These appeasements are a token of our apologies and hope this helps ease some of the ***'s frustration Best regards, CS Correspondence Specialist Initial Consumer Rebuttal / [redacted] (2000, 15, 2016/02/08) */

I am rejecting this response because: they did not consolidated the account to one monthly payments on one bill statement .I am on the phone today 01/10/sleep number fiance department 1(800) [redacted] , the monthly payments are some to be times months the balance from acct ending [redacted] with just my name on was suppose to be closed out and consolidated on to acct ending [redacted] that has both I and spouse name on it [redacted] N [redacted] and [redacted] T ***Sincerely, [redacted] N *** ###-###-####

November 18, 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*** One of our representatives reached out to Mr [redacted] directly and they have resolved the complaint with mutual satisfaction 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*** We sincerely apologize to Mr [redacted] for the delays he has experienced in reaching out to our company regarding the delivery of his orderMr***'s bed was delivered on December 17, As a token our apologies, we shipped Mr [redacted] a set of sheets and will be mailing him a check for $We understand that this has been a tremendous inconvenience and truly appreciate his patience Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 8, 2015/12/04) */ December 4, 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 refundWe understand that this has been a tremendous inconvenienceWe regret that we have lost his business due to our company-wide computer conversion and wish him well As of November 20, 2015, Mr***'s has received the following credits: $11/10/AmExpress $11/10/AmExpress $1,11/10/AmExpress $10,11/20/Check 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 cancel Mr***'s agreement with SynchronyWe recommend Mr [redacted] contact Synchrony directly at [redacted] with any questions Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 7, 2015/11/18) */ November 18, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** Ms***'s complaint was fully resolved today on November 9, 2015, with mutual satisfactionWe sincerely apologize to Ms [redacted] for any inconvenience and we appreciate her patience Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 5, 2016/02/11) */ 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 original purchase price has been refunded back to their VisaWe regret that we have lost Mr& Mrs***'s business due to our computer conversion Best regards, CS Correspondence Specialist

Initial Business Response / [redacted] (1000, 8, 2015/12/18) */ December 18, 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 purchasesWe understand that this has been a tremendous inconvenience and appreciate their patienceMr& Mrs***'s two refund credits: $9,and $settled on their American Express card on December 18, Best regards, Legal Correspondence Analyst

February 16, Revdex.com of Minnesota & North Dakota RE: Mr [redacted] Case # [redacted] Sleep Number # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** Mr [redacted] purchased an iKing Mattress with SleepIQ, FlexFitAdjustable Base and some bedding accessories on June 27, The mattress and base were delivered via our Home Delivery and Set Up Team on August 16, Mrs [redacted] called our Customer Service Center on January 11, stating she was having an issue with the mattress sliding Our representative offered to give her troubleshooting steps but Mrs [redacted] wanted a technician to come out to the home We advised there was a fee to have a tech come out and troubleshoot and they do not carry parts Mrs [redacted] opted to go to the store to discuss Per the Multi Store Leader and based on Mrs***’s description of the problem, we set up an order to replace the cover on January 26, Our technician was scheduled to go out to the home on February 10, but we had to reschedule the route due to the driver being stuck in the snow Mrs [redacted] was rescheduled for the soonest available date - February 17, She called in on February 14, and rescheduled the appointment to February 20, We apologize for the weather delay and are doing all we can to remedy the situation as quickly as possibleWe are confident once the new cover is installed the issue will be resolved Best regards, Customer Advocacy Escalation Consultant

Initial Business Response / [redacted] (1000, 18, 2015/10/02) */ October 2, 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) cCalifornia King Mattress, a Split California King FlexFitTM Plus Adjustable Base and Home Delivery Service at one of our retail stores on September 8, Mr***'s mattress and adjustable base were delivered on September 20, 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 Our "100-Night In-Home Trial Policy" 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." On May 17, 2015, Mr [redacted] purchased a Sleep Number(r) iSplit California King Mattress to be used with his previously purchased Split California King FlexFitTM Plus Adjustable Base, which was delivered by our Home Delivery technicians on June 6, During the delivery, one of our technicians called customer service to report that Mr [redacted] was demanding he take the cCalifornia King Mattress and provide a refundOur technicians did NOT take Mr***'s cCalifornia King Mattress A standard California King mattress is a one-piece mattress (72" x 84") and both sides of the mattress and base move together to elevate the head and foot positionA split California King set is composed of two mattresses and foundation bases measuring 36" wide x 84" long, together making one standard California King (72" x 84")Split King adjustable beds allow each side to be adjusted independently It is apparent that Mr [redacted] purchased his iSplit California King Mattress so that each side of his bed could be adjusted independentlyMr [redacted] could have, but chose not to return or exchange his cCalifornia King Mattress within his 100-Night In-Home Trial, which expired on December 29, We're sorry, we cannot accommodate Mr***'s request to return his cCalifornia King Mattress for a refund Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 20, 2015/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The fact that the business chooses to offer a night return on a product that is inferior and not equal to a conventional matters, does not eliminate the bed (c3) is an inferior productThe fact that the business has chose not to offer any kind of credit to my account leaves me no other alternativeI will tell all of my family, friends and co-worker of my experienceThank you

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, Mrs*** We sincerely apologize to Mr& Mrs [redacted] for the delays they have experienced in reaching out to our company regarding their refundWe understand that this has been a tremendous inconvenience We credited Mrs***'s Synchrony account for the balance of $December 2, Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/12/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

April 19, Select Comfort Customer # [redacted] 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 ***We sincerely apologize to Ms [redacted] for the mistake made in regards to the leg set she purchased There was confusion as we changed our Queen legs to a leg set in 2014, and no longer has a leg Queen set We understand that this was an inconvenience and appreciate her patience Ms***’s complaint was discussed and resolved on April 19, with mutual satisfaction Per the request of Ms***, we are sending her an email of our offerBest regards, CS Correspondence Manager

Revdex.com of Minnesota & North Dakota RE: Mr*** Case # [redacted] Dear Revdex.com: Our records indicate that Mr [redacted] purchased a Queen Mattress and Modular Base on January 5, Mr [redacted] paid $for his Sleep Number Bed using a MasterCard and the bed was delivered via UPS Mr [redacted] called our Customer Service Center after purchasing two new Sleep Number Beds When disassembling the old bed, he discovered mold on the chamber and topper pad on one side of the bed Our CSR explained we would replace any parts affected Mr [redacted] said he threw the mattress out of his upstairs window Our CSR again explained we would replace any parts affected and Mr [redacted] said we should replace the whole mattress Mr [redacted] said he was going to channel news once he got off the phone and ended the call The possibility of the formation of mold within bedding products is not unique to Select Comfort products Though we believe it is rare, both within our products and in other products, it is an unfortunate fact that under the right conditions, mold may form within a wide variety of household goods, including upholstered furniture and various mattress products Common mold or mildew is occasionally present within mattress products due to a phenomenon known as “transpiration.” Transpiration refers to the release of moisture through the pores of the human body in the form of gas or vapor during sleep This moisture may pass through the mattress cover and become trapped within the mattress Again, the possibility of mold formation is not unique to our product, and the formation of mold in our product is only a possibility, it is not inevitable This is not a defect nor does it warrant a recall For customers like Mr***, who have contacted us regarding this issue, we generally provide replacement components at no cost Mr [redacted] chose to dispose of his mattress rather than have the parts replaced and is requesting a $refund Mr [redacted] only paid $for both his pMattress and the Modular Base The requested amount seems excessive We cannot honor Mr***’s request for $2800, but in the spirit of good customer service, we have credited back 10% of the cost of Mr***’s newly purchased Queen CMattress Best regards,Customer Advocacy Escalation Consultant

Initial Business Response / [redacted] (1000, 10, 2015/12/21) */ December 21, 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 orderMr [redacted] elected to cancel his order and received a full refundWe understand that this has been a tremendous inconvenience and regret that we have lost his business due to our company-wide computer conversion Best regards, Legal Correspondence Analyst