Sleep Number Corporation

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 experienced in reaching out to our company regarding the delivery of their componentWe understand that this was a tremendous inconvenienceMr& Mrs [redacted] air chamber was delivered on December 1, and were reimbursed for the cost Best regards, Legal Correspondence Analyst

August 28, 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 and some accessories on August 23, stating that he needed the mattress by September 1, The bed was ordered to ship UPS Next Day Air per Mr***’s request to ensure delivery by September 1, Mr [redacted] looked over the receipt prior to finalizing the transaction and proceeded with the order even after seeing that the cost to ship the mattress Next Day Air was $ Mr [redacted] spoke with one our managers and the request to credit back the shipping fee was denied, but we did appease some accessories We are unable to honor Mr***’s request for a refund as that shipping fee is what UPS charges Sleep Number to ship a mattress Next Day Air Best regards, Customer Advocacy Escalation Consultant

Initial Business Response / [redacted] (1000, 8, 2016/01/25) */ January 25, 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 Ms [redacted] experienced in reaching out to our company regarding her recent orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which delayed her orderMs***'s bed was delivered on January 9, We understand that this was a tremendous inconvenience and appreciate her patienceWe issued a credit to her Synchrony Financial account as a token of our apologies Best regards, CS Correspondence Specialist Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/02/03) */

August 16, 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] is currently working with one of our Case Managers and Synchrony Bank towards resolution Tomorrow the three parties will be connecting via a conference call Synchrony cannot share information about our mutual customers with Sleep Number without their consentConnecting via a conference call will show customer consent and all parties can work together towards information gathering and resolution We look forward to closing this chapter for Mr*** Best regards, Customer Advocacy Escalation Consultant

Initial Business Response / [redacted] (1000, 10, 2016/01/27) */ 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 orderMr& Mrs***'s Sleep Number(r) ILE Split-King Mattress was delivered on January 21, We understand that this was a tremendous inconvenience and appreciate their patienceWe appeased Sheets, Smart Classic, White, Split King which were delivered January 12, We hope this helps ease some of their frustration Best regards, CS Correspondence Specialist

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 [redacted] for the delays he has experienced regarding his warranty orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected his order and deliveryWe understand that this was a tremendous inconvenience and appreciate his patienceAccording to our records the warranty part is scheduled to ship by February 2, It will ship via UPS through customs and Mr [redacted] can expect delivery of his component part within weeksWe apologize sincerely for the delay in delivering the component part to Mr*** Best regards, CS Correspondence Specialist Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/02/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I ordered the pump weeks agoNo contact whatever from the companyTo now say I may get it weeks from now, is unacceptableI have been sleeping in my guest room since ChristmasI have called several times, emailed, chatted, etcStill no response from the companyI have made a temporary fix and will now have to replace the entire bedI had the payment reversedPlease tell the company I no longer want their pumpThey can keep it psAs I am writing this I am again on hold with the company's customer service lineThe timer on my phone says I have been waiting over minutesI'm hanging up

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 [redacted] for the delays he experienced in reaching out to our company regarding his recent bed orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which delayed Mr***'s orderWe understand that this was a tremendous inconvenience and appreciate his patienceMr [redacted] elected to cancel his order and the purchase price was refunded back to Mr***'s Synchrony Financial account and a checkMr [redacted] should expect to receive that check within the next weeksWe regret that we have lost Mr***'s business due to our computer conversion Best regards, CS Correspondence Specialist

November 8, Revdex.com of Minnesota & North Dakota RE: Ms [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follregarding the complaint of our customer, Ms*** Our records indicate that Ms [redacted] called into our Sales Department on September 2, to purchase a set of Stone colored Split King Lyocell Sheets over the phone She had a $certificate that our website would not take The remainder of the purchase was put on her Visa Card and he sheets were delivered September 8, Ms [redacted] emailed us on September 30, and told us that her sheets were torn Our representative replied that she needed more information as she owned more than one set of Sleep Number Sheets October 5, Ms [redacted] responded that it was the Stone Lyocell Sheets that had torn Our representative replied asking for verification of the shipping address Ms [redacted] responded the shipping address on October 10, and the order was placed We received notification that the sheets were no longer available and emailed Ms [redacted] on October 13, to let her know her order was cancelled Because this was a warranty replacement order, there was no money attached to it One of our Customer Service Representatives called out to Ms [redacted] in regards to a survey she filled out in regards to the incident He explained to her that the sheets had been backordered and then discontinued since her original order which led to the delay in processing He apologized and set up an order for the new Lyocell sheets They are currently in transit and, per UPS, should be received within the next two days We sincerely apologize for the frustration and inconvenience Ms [redacted] has experienced and appreciate her patience Best regards, Customer Advocacy Escalation Consultant

Final Consumer Response / [redacted] (2000, 6, 2016/02/12) */ February 12, I just received a call and a tracking numberMy product is now in transitI will update when package actually arrives

August 25, Revdex.com of Minnesota & North Dakota RE: Ms [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follregarding the complaint of our customer, Ms*** Ms [redacted] purchased a King pMattress with SleepIQ and Modular Base with legs on August 16, The bed was delivered August 23, September 20, Ms [redacted] called our Customer Service Center and stated she wanted to return her SleepIQ and had issues with the cover to her mattress and her remote Our Customer Service Representative set up the return for the SleepIQ and explained how to go about returning the SleepIQ processor Generic address labels were sent to Ms [redacted] with our address on them They were to be used at her shipper of choice for the return The cover and remote were replaced and shipped to her via UPS The return of the processor was actually cancelled on December 8, because we had no record that we received the part back and assumed Ms [redacted] changed her mind about wanting to return Ms [redacted] next contacted our Customer Service Center on August 21, and stated she had not received the credit for the return of the SleepIQ processor She was advised to provide the tracking information for the return and once we received that information we would process the creditWithout proof of the return, we are unable to credit back the funds We have not received that information as of yet Best regards, Customer Advocacy Escalation Consultant

October 12, 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*** We had one of our representative reach out to Mr [redacted] as requested and will be replacing the pillowtop and the foam topper pad We will proactively reach out to Mr [redacted] a week to ten days after the parts have been installed to make sure all is well We believe this will resolve his issue Best regards, Customer Advocacy Escalation Consultant

Initial Business Response / [redacted] (1000, 5, 2016/02/10) */ February 10, 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 Ms [redacted] experienced in reaching out to our company regarding her orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which delayed her orderWe understand that this was a tremendous inconvenience and appreciate her patienceMs***'s Sleep Number(r) Full cSE Mattress will be delivered within the next weeksWe have applied a credit as a token of our apologiesWe hope this helps ease some of her frustration Best regards, CS Correspondence Specialist Initial Consumer Rebuttal / [redacted] (2000, 6, 2016/02/10) */

Initial Business Response / [redacted] (1000, 9, 2015/12/21) */ December 21, 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 order cancellationMr& Mrs [redacted] bed purchase was never charged by Sleep Number, since the bed was never deliveredHowever, the funds allocated for the bed purchase were in a pending status with the financing company, Synchrony BankMr& Mrs***'s concern was resolved on December 10, Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 16, 2016/01/05) */ ***Document Attached [redacted] I am sorry that I was not able to reply to this response prior to closing on 12/31/I was out of the country and not able to access my email until nowWe are not satisfied with Sleep Number's responseI have attached a file that was sent to Sleep Number (from which I got no response)It addresses the issues created by Sleep Numbers service system and what we feel would be satisfactory resolution Final Business Response / [redacted] (4000, 20, 2016/01/20) */ January 19, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customer, Mr& Mrs*** Again, we apologize to Mr& Mrs [redacted] for the delays they experienced regarding their order cancellationAs previously stated, Mr& Mrs***'s bed purchase was never charged, since the bed was never deliveredOur records indicate that any pending Synchrony funds on the canceled order were cleared immediately upon Sleep Number's call to Synchrony on December 10, Mr& Mrs [redacted] return shipped their bedding via two pre-paid UPS return shipping labels, which were received on December 15, A total credit of $to their Synchrony account settled on December 18, This provided Mr& Mrs [redacted] a FULL refund Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 9, 2015/11/19) */ November 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 customer service and home delivery We have agreed to accept a return for refundMr& Mrs***'s bed is scheduled to be picked up on November 21, and we have mailed them two UPS pre-paid return shipping labels for the bedding We understand that this has been an inconvenience and truly appreciate their patience Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 7, 2015/10/02) */ October 2, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** Our records indicate that Mr [redacted] purchased a Sleep Number(r) Queen (Dual) Mattress and Modular Base, a Mattress Pad, a Mattress Protector and UPS Shipping at one of our retail stores eight years ago, on August 8, Mr [redacted] paid $1,for his purchase Select Comfort's Limited Warranty at the time of Mr***'s purchase, was a term of twenty yearsThe terms of the 20-Year Limited Warranty agreement are provided to customers at the point of saleUnder that agreement, we cover 100% of the cost of warranty replacement parts for the first two yearsAfter the first two years, we cover a pro-rated share of the cost On September 3, 2007, Mr [redacted] called customer service to report an air loss concern in one of his two dual air chambers and opted to switch to a queen single air chamber, which we shipped to him at no charge On October 18, 2013, Mr [redacted] called our customer service asking for the cost to switch back to the dual air chambers and was quoted a priceMr [redacted] also reported that he had missing segments on his tethered pump's hand-held display and was quoted a price to replace his whole pump to the now standard wireless pump with wireless remoteMr [redacted] declined to replace any parts at that time We are willing to make a one-time exception to Mr***'s 20-Year Limited Warranty by replacing both his tethered pump and single air chamber to a wireless pump and dual air chambers, at no chargeWe will not be replacing the mattress coverDiscoloration or stains is not covered under the limited warrantyThis is a one-time exception and any future warranty issues will be strictly handled under the terms of her 20-Year Limited Warranty A wireless pump and two queen dual air chambers will be shipped to the address Ms [redacted] has provided with her complaint and they will also receive email confirmation at the email address providedThe pump and dual air chambers will be delivered via UPS within 2-weeksEmail notification will be sent when the products ship and we recommend that they utilize the tracking numbers to watch for the delivery We are sorry that Mr [redacted] and Ms [redacted] are experiencing a warranty concernPlease feel free to contact me directly if you have any questions Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/10/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) We were just looking for a functional mattress without having to pay to replace parts that became defective with use conditionsThe limited warranty should say two years, not twenty However, we are completely surprised by this response from the companyWe are relieved that our issue was not only heard, but investigated and resolved:-) There really aren't many large companies that can say they listen to the consumerThank youWe are both impressed with Select Comfort

August 25, Revdex.com of Minnesota & North Dakota RE: Ms [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follregarding the complaint of our customer, Ms*** Ms [redacted] purchased a Split King iSmart Bed and a Split King FlexFit on May 18, The order total was $ Of that amount, $was financed through Synchrony Financial and the remaining $put on a Visa card August 21, Ms [redacted] called out Customer Service Center to set up a return on the mattress She was aware that the adjustable base was a final sale Our Customer Service Representative set up the return Ms [redacted] is scheduled to have the mattress picked up on 9/5/ Once the product has been scanned and checked in, we will process the credit Our CSR advised of the refund Per policy, the financing is paid first when issuing a credit for a return Ms***’s Synchrony account will be credited $and her Visa card $ A total of $for the return of the mattressThe remaining $is for the adjustable base and the home delivery fees We are crediting Ms [redacted] back for the return of the mattress, however, the loan must be paid first We do not have a way to change how the funds go back Best regards, Customer Advocacy Escalation Consultant

Initial Business Response / [redacted] (1000, 11, 2016/01/22) */ January 21, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Lt*** We're sorry for the delays Lt& 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 orderLt& Mrs***'s E-King pMattress & Modular Base were delivered on December 29, We understand that this was a tremendous inconvenience and appreciate their patienceWe are crediting their MasterCard for the cost of the bedding, $plus an additional $as a token of our apologiesWe hope this helps ease some of his frustration Best regards, Legal Correspondence Analyst

December 1, Revdex.com of Minnesota & North Dakota RE: Ms [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding he complaint of our customer Ms*** Ms [redacted] purchased a FlexTop California King iLE Mattress with SleepIQ, a California King Modular Base, and some accessories on September 4, As many of our customers, MsMoore did not qualify for enough financing to purchase the FlexFit Adjustable Base at this time, but she wanted to take advantage of the 50% off sale on the mattress and said she would purchase the adjustable base in the future The mattress and base were delivered via our Home Delivery and Set Up Team on September 26, Ms [redacted] called in to return the mattress and base on November 6, Our representative gave her the return options and she opted to have our Home Delivery Team come out to pick it up The product was picked up on November 21, and we transmitted the funds to her financing account on November 22, Sleep Number does not have a “Try it for Free for Days” program We have a Night In-Home Trial Period which is explained in the Terms and Conditions of Sale Additionally, in those terms, it is explained that the shipping costs, both delivery and return, are the responsibility of the customer We cannot honor Ms***’s requests for the refund of the delivery fees We have an obligation of fairness to all our customers and cannot make her request an exception We’re sorry the mattress and base did not work out for her and wish her well Best regards, Customer Advocacy Escalation Consultant

Initial Business Response / [redacted] (1000, 5, 2016/03/14) */ March 14, RE: Ms [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** According to our records, Ms[redacted] purchased a Queen iMattress and Queen FlexFitAdjustable Base on October 14, The bed was delivered by our Home Delivery Team on January Mr [redacted] called our Customer Service Department on January 11, to set up the return of the bed stating he was uncomfortableOur representative offered suggestions for finding the right sleep number as well as offered additional foam for comfortMr [redacted] declined wanting to return the bedPer the Terms and Conditions of Sale, a return can be set up after having the bed in home for days and prior to the end of the Night In-Home Trial Period On February 29, Mr [redacted] called our Customer Service Department to set up the returnOur representative again tried to help with his comfort issues offering no cost comfort solutions, but he declined again wanting only to returnOur representative explained the different options for returning the productWhen our representative explained that the Adjustable Base was a final sale a female started swearing in the background and said she was going to put it on all over social mediaThe representative also advised that the Adjustable Base could be used with other mattresses 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 our productsOur Exchange and Return Policy and 25-Year Limited Warranty are available on our website, the Terms and Conditions of Sale are displayed in our stores at each cash register, and the return policy is printed on all sales literature advertising the respective productsThe Sales Professional went over the Terms and Conditions of Sale and the paperwork is signed and initialed at each disclaimer relative to the products purchased including the following: "The FlexFit1, FlexFit2, and FlexFitAdjustable Bases are not covered under the Sleep Number Night In-Home Trial PolicyAll sales of FlexFit1, FlexFit2, and FlexFitAdjustable Bases and/or Surround Silhouettes are finalNo returns or exchanges will be authorized or accepted." We will not be able to accommodate Ms***'s request to return her FlexFitAdjustable Base and are sorry that the mattress did not work out for her Best regards, CS Correspondence Manager Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) When my husband called to return the bed the associate argued with him and said that twe could purchase additional foam if wantedWe refusedThen was told thatWe had to use the bedFor at least thirty days before we could request a refundSo we didWhen my husbandCall I was inThe background and upset and said that was crapIt was never told to us or explained about the baseThe store neverRequested or told us to read the terms and conditions of the saleWe were never told we had toKeep it daysThe personOn the phoneSaid and that's what we didAfter they told us we couldn't return I spent quite a bit of time trying to find the info about the base on the websiteIt was almost impossible to findI did say in the background I would put this on social media so people would be aware of this conditionIHaven't done that as I thought they would considerOur complaint as being an honest one Final Business Response / [redacted] (4000, 9, 2016/03/23) */ March 23, RE: Ms [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customer, Ms*** Our Sale 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 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 Exchange and Return Policy and 25-Year Limited Warranty are available on our website, 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 productsMs***'s Sales Professional went over the terms of sale and we have the signed paperwork showing that the conditions had been explained and understood The Adjustable Base was purchased for its ability raise and lower the head and feetMs [redacted] can use other mattresses with that base and still utilize the desired functionsAgain, we will not be able to accommodate Ms***'s request to return her Adjustable Base and are sorry the mattress didn't work out for herWe consider this matter resolved Best regards, CS Correspondence Manager

December 29, 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] contacted our Customer Service Center on September 2, to let us know he had air loss He had done the recommended troubleshooting and it was deemed that the pump needed to be replaced The order was completed on September 11, to ship UPS Next Day air to Mr [redacted] Mr [redacted] called us back on September 29, and was advised the pump was backordered He called again on November 8, and was told we did not have an ETA on when the product would be available Once getting the complaint and looking into the matter, we found that we have since discontinued the pump that was ordered We apologize that we did not update Mr [redacted] on the situation One of our Customer Advocacy Managers reached out to Mr [redacted] and left a voicemail with her direct contact information and that we have placed a new order and will be expediting for him We do have the holiday that will impact the lead time on shipping out the pump We apologize for the frustration due to the lack of follow-upWe strive for world class customer service and it’s obvious we fell short of that goal We are using Mr***’s feedback as a coaching opportunity to prevent this from happening going forward We are confident that once the pump is received, the issue will be resolved Mr [redacted] can reach out to his direct contact with any questions he may have Best regards, Customer Advocacy Escalation Consultant