Sleep Number Corporation

Initial Business Response / [redacted] (1000, 8, 2016/01/15) */ January 15, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Dr*** We sincerely apologize to Dr [redacted] for the delays he experienced in reaching out to our company regarding his deliveryWe understand that this was a tremendous inconvenience and appreciate his patience Dr***s bed was delivered on January 11, Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 10, 2016/01/18) */ January 18, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follow up 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 damage claimMr***'s bed was delivered on June 3, Mr [redacted] was contacted directly by our Field Supervisor on January 4, 2016, regarding his damage claimAgain, we apologize for any inconvenience and hope Mr [redacted] enjoys his Sleep Number bed Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 5, 2015/07/29) */ July 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 one (1) PlushFit Classic Standard Pillow and one (1) PlushFit Gusset Standard Pillow at one of our retail stores on May 21, 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 productsOur Exchange and Return Policy and Limited Warranty are available on our web site, the Terms and Conditions of Sale are displayed in our stores at each cash register, and the return policy is printed on all printed sales literature advertising the respective productsAll policies, the terms and conditions of sale and the limited warranty are available to anyone interested and we invite all prospective customers to read them, ask questions and understand them before making a purchase Our Bedding Collection policy has not changedThe following is in the "terms and conditions of sale" on Mr***'s Customer Order (sales receipt) "Sleep Number(r) Bedding Collection Return/Exchange Policy: Bedding Collection products cannot be returned for a refundWithin days of receiving your Bedding Collection product, you may exchange a product for a different Bedding Collection purchaseExchanges will only be allowed one time per item purchasedYou must provide proof-of-purchase." The Sales Professional did highlight the policy on the Customer Order and Mr [redacted] did acknowledge that he understood the terms and conditions of sale by signing his Customer Order Agreement (copy available upon request) We're sorry; we cannot authorize a return for refund of the pillowsWe did offer to authorize a one-time exchange of Mr***'s pillows and he declined Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 5, 2016/02/17) */ February 17, 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 Ms***'s orderWe understand that this was a tremendous inconvenience and appreciate her patience Ms***'s Sleep Number(r) Full cFull Mattress with FlexFitadjustable base is scheduled to be delivered between 8:A.Mand Noon on February 23, Once her bed is delivered we will apply a credit to her Synchrony Financial account as a token of our apologies Best regards, CS Correspondence Specialist Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) At this point I am unable to accept closure to this case due to the fact that I have not received confirmation of what % credit will be credited to my Synchrony Financial accountI asked for 20% due to the delays of my deliveries due to incomplete parts on both delivery dates and snow blizzard in my state that caused freight not to deliver on time Not due to a company-wide computer systems conversionThis % is not much to ask for due to the severity of my disability and pain of having to sleep on the floor for 1/weeksWhen I receive conformation of the 20% of credit I asked for be applied to my account due to this hugh inconvenience I will consider this case closedThank You Final Business Response / [redacted] (4000, 9, 2016/02/22) */ February 22, 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*** Ms [redacted] purchased a Full cmattress and FlextFitAdjustable Base on 12/28/At that time, we had a lead time of 4-weeks for deliveryMs***'s delivery was scheduled for 1/19/2016, but she had to be rescheduled to 2/5/due to some of the parts not being shipped to the HUBThis is not our mode of operationThe recently implemented a company-wide computer systems conversion affected her order On 1/19/Ms [redacted] spoke with one of our Customer Advocacy Managers and was offered a fair appeasement for the inconvenience of the reschedule Unfortunately, Ms [redacted] was rescheduled on 2/5/due to inclement weather, over which we have no controlMs [redacted] is currently scheduled for 2/23/ We apologize for any inconvenience and will apply the appeasement, as promised, once the bed has been delivered Please contact me directly should you have any questions Best regards, CS Correspondence Manager

January 16, Revdex.com of Minnesota & North Dakota RE: Mrs [redacted] Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mrs*** Our records show that Mrs [redacted] purchased a pQueen Mattress with SleepIQ, a Queen FlexFitAdjustable Base, a Total Protection Mattress Pad and two Down Alternative Soft Support Pillows on February 21, The bed was delivered via our Home Delivery SService The order total was $and it was financed with month equal payments and no interest financing through Synchrony Financial Mr [redacted] called our Customer Service Center (CSC) on March 11, to get a promo match and to inquire about exchanging to King size bed Our Customer Service Representative (CSR) explained the adjustable base is a final sale but she would look into getting an exception since he wanted to go to a larger bed She did get approval for an exception with a $restock fee and Mr [redacted] requested a supervisor Our CSR explained to get the promo match he would have to go to month financing and gave him a quote for exchanging his mattress and adjustable base to a king size He got $off his original order and the current promotion on the king size was $so he got a total of $off the king mattress and base for an additional $including the restock fee and Home Delivery fees Our CSR stated she would hold the offer for days Per Mr***’s request, our CSR read the terms of the financing and sent the request to change the month financing to month with minimum payments and deferred interest Once this was done, Mr [redacted] was transferred to a supervisor to discuss the restock fee The supervisor explained the adjustable base is a final sale item and Mr [redacted] understood He requested we waive the restock fee because he was upgrading to a king sized bed and our supervisor made another exception and waived the restock fee Mr [redacted] asked about the imattress and said he would speak with his wife, and call us back Mr [redacted] called us on April 23, stating he was not satisfied with the bed Our CSR offered comfort suggestions but Mr [redacted] declined wanting to exchange his queen pmattress to an I Our CSR said she would send him a thicker piece of foam and Mr [redacted] accepted the offer and thanked her for the help Mr [redacted] called back later that day to exchange his pillows and our CSR made another exception and offered to exchange his pillows Mr [redacted] stated he was not comfortable and our CSR changed the prior order to send out a different piece of foam Our records show that we actually took a return on the pillows versus exchanging them May 11, Mr [redacted] called to return the bed stating it was not comfortable We offered more comfort solutions and Mr [redacted] declined Mr [redacted] spoke with a supervisor who recommended taking some of the foam out He agreed to try this and our supervisor called out to check on him on May 19, It helped somewhat, but Mr [redacted] wanted to set up a return on the mattress He chose the return the bed via our pre-paid UPS labels and our supervisor sent out a retainer bar for the adjustable base at no cost so Mr [redacted] could use the adjustable base with the mattress of his choosing June 17, Mrs [redacted] called in to get her trial period extended because it was working some nights and she wanted to have some more time to see if continues to work for them The trial would end July 3, and the return order was cancelled Mrs [redacted] called us on July 1, to set up a return on the mattress Mrs [redacted] opted to use our pre-paid UPS labels Mrand Mrs***’s refund settled to Synchrony on August 2, On October 18, we received notification that Mr [redacted] was disputing the no return of the base We called out to set up the return The adjustable base was picked up on October 26, and a check in the amount of $was sent to the address of record We could not send the refund to Synchrony due to the age of the order Our records show the original order had to be entered manually That is why the paperwork shows it as a phone order The order was not actually entered into the system while Mrand Mrs [redacted] were in the store We are unsure of the “remaining refund” Mrand Mrs [redacted] are requesting us to pay The final dispute they filed was in the amount of $and the complaint states that Sychrony issued a refund in that amount and late fees Mrand Mrs [redacted] would be responsible for the cost of the mattress pad that was not returned We feel there is nothing left to discuss financially Per her request, a call has been made to Mrs [redacted] to discuss but we got her voicemail We are waiting on her return call and will discuss once hearing from her Best regards, Customer Advocacy Escalation Consultant

Initial Business Response / [redacted] (1000, 11, 2016/01/22) */ 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& 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 deliveryTheir warranty parts have been deliveredWe understand that this was a tremendous inconvenience and appreciate their patienceWe did apply an appeasement in the form of a check as a token of our apologies Best regards, CS Correspondence Specialist Initial Consumer Rebuttal / [redacted] (2000, 13, 2016/01/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

I am rejecting this response because:This isn't a matter of policy, this is a matter of horrific customer serviceThey failed to mention how the day I called in to return the items that I was placed on hold for mins and then hung up onThey portray our situation as if we called in once to fix the account situation and once for the returnFrom the moment we received the bed, we placed upwards of calls and a minimum of hours trying to rectify the situationThe account issue has never been correctedThe exchange resulted in us returning the bed due to their incompetence and complete lack of respectI feel as a customer I should be compensated for everything we have had to deal withThey note that they have to treat all customers equallyI promise, if all customers were treated as we were, they would no longer be in business

Initial Business Response / [redacted] (1000, 5, 2016/02/19) */ February 19, RE: Ms [redacted] Case # [redacted] Thank you for the opportunity to follow up regarding the complaint of our customer, Ms [redacted] *** Our records indicate that Ms [redacted] purchased a Sleep Number pKing Mattress and Base on September 29, Ms [redacted] paid for her purchase using a Visa credit cardMs***'s mattress and base were delivered on October 3, On December 19, Ms [redacted] called to exchange to a FlexTop King Mattress with a FlexTopAdjustable BaseThe mattress and base were delivered on January 14, On January 26, Ms [redacted] called in to return the mattress and base and was advised she was outside of the Night In Home Trial Period and that the Adjustable Base was a final sale Ms [redacted] signed her Customer Order Agreement (copy available upon request), acknowledging the terms and conditions of sale were fully understood; which included the following: "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 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 bedding collections or to any mattresses, bases or sets received in exchange under an original 100-Night In-Home Trial purchase Per the above, Ms [redacted] had a 100-Night In-Home Trial on her purchaseWithin the nights there is the option to return or exchangeMs [redacted] chose to exchange on December 19, Once exchanged, there is no option to return or exchange again as "the 100-Night In-Home Trial Policy does not apply to the purchase of Sleep Number Bedding Collections or to any mattresses, bases, or sets received in exchange under an original 100-Night In-Home Trial purchase" Ms [redacted] refers to not having a warranty, but she actually has a year Limited Warranty on her purchaseI have also have emailed the signed Terms and Conditions of Sale to the email we have on file We will not be able to honor a return or exchange of the mattress and base, but are more than happy to assist with any comfort issues Please contact me directly if you have any questions Best regards, CS Correspondence Manager Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response you sent to us from Select Comfort Corporation is not for us but for a different customer with a different problem? Final Business Response / [redacted] (4000, 9, 2016/02/27) */ February 27, RE: Mr [redacted] 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 regarding his refundThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected our standard processesWe understand that this was a tremendous inconvenience and appreciate his patienceAfter an exchange and return of bedding, Mr& Mrs [redacted] have two Pillow Protectors ($30.06) and one Queen Total Protection Mattress Pad ($165.18) for a total of $ To be clear, $2,original purchase $ - merchandise kept $2,= $ - check refunds $1,= refund owed A check for $1,will be mailed to Mr [redacted] and delivered to the Huntingdon Lane address within the 5-business daysThis is being personally monitored and Mr [redacted] has a direct contact in regarding this issue Best regards, CS Correspondence Manager Final Consumer Response / [redacted] (2000, 10, 2016/02/29) */

I am rejecting this response because: I deny all their allegations, I immediately called numerous times requesting assistance when the faulty bed went bad again and they either hung up on me or left me on hold for eternityNext of all I nor my wife have received any calls from Select Comfort and what person would answer a telephone with Caller ID which I am blind and mine speaks to me, identifies himself/herself and states they are hanging up on somebodyThey know that is a total lieThey never mentioned calling me until I cornered them with questions that they refuse to answer and I have not waited yearsTo get something doneI just decided that after years I was tired of getting jerked around which has not changed and the word is being put on the street about big companies taking advantage of a blind man and they have no response to how they are addressing the issues at handTHEY BROKE THE PRIVACY ACT and they have refused my questions as to whom released the information and I asked them where out of clear blue did they after notifying the NCOJ that they came up with March 29, and if you want to buy their story you go right aheadIn my defense if I was going to hang up on them, I would never identify myself and tell them that I am hanging upI want my money back, I don't want them to fix the bedI am blind and I spent money that I should have been guided on and they should have turned me over to the bank and told me why they were turning me over to the bank, they did not allow me an option of methods of payment, they did not disclose anything to me I have attached some documentation proving what liars they are and how they are running from the truth

Initial Business Response / [redacted] (1000, 9, 2015/12/14) */ December 14, 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 refund A refund for $1,was credited to Mr***'s MasterCard on November 26, Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 11, 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 sincerely apologize to Ms [redacted] for any delays she experienced in reaching out to our company regarding her warranty concernMs***'s legs and brackets were delivered via UPS on January 13, and our techs went back to install them on January 14, We understand that this was an inconvenience and appreciate her patience Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (2000, 13, 2016/02/03) */

May 9, 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] had two defective Upholstered Bed deliveries After the second, on April 17, 2017, he opted to just cancel the order The refund for this settled back to his Visa card on April 29, The refund is showing as two separate entries one for $and another for $ If Mr [redacted] is not seeing this on his Visa statement we encourage him to contact our Customer Service Center at 800-472-so we can look into this for him Additionally, when Mr [redacted] called to order parts on April 20, 2017, our Customer Service Representative did not advise of the prorated cost for replacement or push the order through For that we apologize and want Mr [redacted] to know that we have done proper coaching for the error Since there was no mention of any prorated cost on the phone call, the order has since been pushed through at no cost to Mr*** Sleep Number prides itself on world-class customer service and it’s obvious that we feel short of the goal We’re terribly sorry for the experience and are using it as a training opportunity to prevent anything like this from happening again going forward 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 sincerely apologize to Ms [redacted] for the delays she has experienced regarding her recent orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which affected her orderWe understand that this was a tremendous inconvenience and appreciate her patienceAccording to our records Ms [redacted] should receive all items on her order soonWe have applied a credit to Ms***'s Visa as a token of our apologiesWe hope this helps ease some of her frustration Best regards, CS Correspondence Specialist Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/10) */

Initial Business Response / [redacted] (1000, 8, 2015/12/14) */ December 14, Select Comfort Customer # [redacted] 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*** We sincerely apologize to Mr [redacted] for the delays he has experienced in reaching out to our company regarding the delivery of his bed Mr***'s cQueen Mattress and Modular Base is scheduled to be delivered on December 24, We understand that this has been an inconvenience and truly appreciate his patience A Queen Lyocell Sheets set (stone color) will be shipped to Mr [redacted] within the next within weeks, as a token of our apologies Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Shipping contacted me today (12/22/2015) from [redacted] to advise that my bed would NOT be delivered 12/as earlier promised for the 2nd time due to "missing parts still not received by factory in South CarolinaThe shipping representative did not have additional information regarding what part(s) are missing nor where the part(s) are coming fromShe apologized and said all she could do is schedule another ship date of 01/15/2015; however, she could not guarantee the parts would be received nor the bed delivered in JanuaryPlease contact seller to see if someone at the factory can contact me with information regarding the missing part(s), where the part(s) are coming from and IF I will EVER receive a bed or if I need to cancel order, ask for refundThey took my money 10/26/2015, I have a house full of holiday travelers and had to go to WALMART and spend $on an inflatable bedThis continued drama full of empty promises is NOT how I expected to spend my holiday time [redacted] Complaint Response Date bumped because: Holiday Final Business Response / [redacted] (1000, 20, 2016/01/26) */ January 26, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customer, Mr*** Again, we sincerely apologize to Mr***Mr [redacted] elected to cancel his orderAs of January 19, 2016, Mr [redacted] has received a full refundWe hope the Queen Lyocell Sheets set delivered to Mr [redacted] on December 21, 2015, will help ease some of his frustrationWe regret that we have lost Mr***'s business due to our computer conversion Best regards, Legal Correspondence Analyst Final Consumer Response / [redacted] (2000, 22, 2016/02/05) */

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, Mr*** We sincerely apologize to Mr [redacted] for any delays he experienced in reaching out to our company regarding his recent orderWe understand that this was an inconvenience and appreciate his patienceMr [redacted] elected to cancel his order so his Visa was credited on December 13, We regret the experience Mr [redacted] had due to our computer conversion Best regards, CS Correspondence Specialist

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 December 27, We understand that this was a tremendous inconvenience and appreciate his patience 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, Mrs*** We sincerely apologize to Mr& Mrs [redacted] for the delays they have experienced in reaching out to our company regarding their deliveryWe understand that this has been a tremendous inconvenience Mr& Mrs***'s cSplit King Mattress and FlexFit Adjustable Base were delivered on December 14, Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) We were promised a free upgrade and partial refund if we accepted delivery, which we are still waiting onOnce they deliver all that was promised, this matter will be satisfactorily resolved Final Business Response / [redacted] (1000, 14, 2016/01/08) */ January 8, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customer, Mrs*** Again, we sincerely apologize to Mr& Mrs [redacted] for the delays they have experienced in reaching out to our company regarding their delivery Mr& Mrs***'s cSplit King Mattress and FlexFit Adjustable Base were delivered on December 14, 2015, but due to the delays, we offered to upgrade their mattress model to the pWe truly appreciate Mr& Mrs***'s patience Our Home Delivery Scheduler has informed me that a voice message was left for Mr& Mrs [redacted] this morning, to schedule the delivery of their new pmattressIn regards to the promised monetary appeasement, that will be applied to one of their two credit cards once the delivery of the pis completedOur Case Manager, Kathy is monitoring the progress of the order Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 5, 2016/02/15) */ February 15, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follow up 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 exchange 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 refund settled with their Visa on February 11, We have applied an additional credit to Mr& Mrs***'s Visa as a token of our apologies Best regards, CS Correspondence Specialist Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/16) */

Initial Business Response / [redacted] (1000, 5, 2016/02/15) */ February 15, 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 cMattress is scheduled to be delivered via UPS by the end of the day February 18, Our Home Delivery technicians are scheduled to install the mattress on March 11, We have credited her account as a token of our apologiesWe hope this helps ease some of her frustration Best regards, CS Correspondence Specialist

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, Ms*** We sincerely apologize to Ms [redacted] for the delays she experienced in reaching out to our company regarding her canceled order and refundWe understand that this has been a tremendous inconvenience and regret that we have lost her business due to our company-wide computer conversion A refund for $was credited to Ms***'s American Express credit card on November 24, Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/12/07) */