Sleep Number Corporation

March 20, 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 customers, Ms *** Ms [redacted] purchased a Half King DualTemp Layer from one of our stores on February 24, Two days later Ms [redacted] returned the layer to the store The store advised they would take care of it for her The following day the store contacted our Customer Service Center to get UPS labels to return the layer which was at the UPS store on March 3, The tracking last shows the layer in West Columbia, South Carolina on March 6, There is currently no further activity We need the product back prior to crediting a refund Ms [redacted] contacted our Customer Service Center on several occasions and ended up connected to one of our Case Managers Our Case Manager explained the package is in limbo and worked with our Order Management Team to post the refund for Ms*** The majority of Ms***’s refund posted on March 13, Our Case Manager contacted Ms [redacted] to advise the remaining $will be coming back to her in the form of a check and set a follto ensure the check was received We apologize for the frustration and inconvenience this has caused There should have been more investigation when we noticed no further movement at UPS since March 6, We will use Ms***’s experience as a coaching opportunity to ensure we are doing all we can for customer resolution Kind regards, Lisa Marie [redacted] Customer Advocacy Escalation Consultant

Initial Business Response / [redacted] (1000, 5, 2015/10/21) */ October 21, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** Mr***'s complaint was discussed on October 5, and his return pick up is scheduled for October 27thWe apologize to Mr [redacted] for any inconvenience Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have been left unable to sleep and delayed in pick up for no acceptable reasonWe want the pick up fee waived as well as original delivery and set up fees and the acct closed on pick upWhile we would very much like the mattress picked up earlier, I doubt they will respond before the 27thIf this is how customers are treated, we will be sure to share with everyone we meet, utilize social media, contact investigative news sites, and rate their company at every source we can find on the internetThey are trying to force us to keep a bed in hopes we will give in to the $worth of fees and pay a high price for a glorified camping mattressI expect them to return the fees and close the acct and we will accept thatIt says this may be publicly posted on Revdex.com websitePlease do so

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, Ms*** We sincerely apologize to Ms [redacted] for the delays she has experienced in reaching out to our company regarding the delivery of partsMs [redacted] has now received the necessary components, so we can schedule the installation of themMs [redacted] will receive a call today to schedule a convenient date for our assembly technicians to visitWe understand that this has been a tremendous inconvenience and appreciate her patience Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 15, 2016/01/11) */ I want to add more information to this case, but you closed it on me before I could reply I have been delaying my reply to see the results of the promised visit by a repairpersonThe person finally came at the end of last week, but the parts that were shipped were the wrong parts, so the problem remainsI tried to call the merchant's customer service this morning, but they hung up on me after keeping me on hold for one hour and minutes In spite of your premature closing of this account, I still am left hangingIs there any help that you are willing to offer me, or is Revdex.com hanging up on me also? Final Business Response / [redacted] (1000, 21, 2016/02/01) */ January 28, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to follow up regarding the complaint of our customer, Ms*** The correct parts were delivered via UPS on January 20, Our Home Delivery technician requested we replace Ms***'s adjustable base, which is now scheduled for delivery February 10, Ms [redacted] has also spoken to a Customer Service Advocacy Manager regarding an extension on her trial periodAgain, we understand that this has been a tremendous inconvenience and appreciate Ms***'s patience Best regards, Legal Correspondence Analyst Final Consumer Response / [redacted] (3000, 23, 2016/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The facts listed by the business are correctWe are still waiting to see if the next repair on 2-solves the remaining problemsThe bed still does not feel sturdy or comfortable

February 20, 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 an IKing Mattress with SleepIQ, a Modular Base, a Total Protection Mattress Pad, two pillows and our Home Delivery and Set Up Service on April 3, Mr [redacted] called our Customer Service Center on April 18, February 12, Mr [redacted] chatted with one of our Customer Service Representatives (CSR) about the functionality of his pump He said the bed was flat and the pump was not inflating it Our CSR walked Mr [redacted] through the troubleshooting but the issue remained A new pump was ordered and it was set up to ship UPS Next Day Air Our CSR explained that Next Day Air means UPS will get the product to him one business day from when they receive it He also went on to explain that it could take 1-days to get to UPS Unfortunately, the pump was on backorder which delayed the product getting to UPS Mr***’s pump was ultimately delivered on February 17, At Sleep Number we strive for world class customer service and it’s obvious we fell short of that goal We cannot honor Mr***’s request for a check for the full purchase price of the mattress We apologize for the delay and believe this matter is closed Best regards, Customer Advocacy Escalation Consultant

October 2, Revdex.com of Minnesota & North Dakota RE: Ms*** Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding he complaint of our customer Ms***Ms [redacted] purchased a California King cMattress, a California King Modular Base and a California King Upholstered Bed Frame on April 26, Unfortunately, the mattress and base did not work out for her and a return was set up The mattress and base were picked up on July 21, September 6, we received a call that the Upholstered Bed Frame had broken We are taking care of Ms [redacted] under her Year warranty through the manufacturer Our representative reordered the Upholstered Bed Frame and it is slated to be delivered on November 9, Upholstered Beds Frames are final sale items as they are individually customized by the style of the frame and the fabric chosen The lead time for production is 6-weeks They are non-returnable items We apologize for the lack of folland are using Ms***’s experience as a coaching opportunity We pride ourselves on providing world class customer service and it’s obvious we fell short of that goal Our Case Manager will be reaching out to her to make sure the delivery goes as planned We will not be able to honor Ms***’s request to credit back the balance owing on the bed We do offer a metal bed frame if Ms [redacted] would like to purchase one Best regards,Customer Advocacy Escalation Consultant

March 20, 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 customers, Mr *** Since submitting his complaint, Mr [redacted] has been in contact with our Corporate Mangers In researching and pulling the calls, we believe Mr [redacted] and one of our managers worked towards resolution with mutual satisfaction on March 15, A call was made to Mr [redacted] and voicemail left with a direct line to discuss this matter further should he wish Mr***’s feedback has been taken into consideration and will be used a coaching opportunity going forward Kind regards, Customer Advocacy Escalation Consultant

October 12, 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 pKing Mattress and Modular Base on our website on November 26, The bed was delivered via UPS On January 17, we made a proactive outreach call to see how the bed was working for them They were very happy with the bed aside from the fact that it was too low Our Customer Service Representative (CSR) offered to send legs at no cost in the spirit of good customer service The legs were delivered on January 22, September 28, Ms [redacted] called our Customer Service Center stating the bed had a dip in it Our CSR walked her through troubleshooting Ms [redacted] asked a man to come in the room to help her and he discovered that the foam topper pad was “squishy” Our CSR started the replacement order and explained Ms [redacted] was covered at 68% under her Year Limited Warranty and gave her a replacement cost of $ Ms [redacted] questioned the warranty and our CSR explained how the proration portion of the warranty works Ms [redacted] then said it’s not a “true” Year Warranty This is our policy and warranty Just because Ms [redacted] does not agree with our terms does not make it an “untrue” warranty We are taking care of Ms [redacted] as promised and will continue to take care of Ms [redacted] under the terms of her Year Limited Warranty We have an obligation to fairness to all of our customers and cannot make Ms***’s request an exception to that obligation Best regards, Customer Advocacy Escalation Consultant

April 4, 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*** Since submitting her complaint, Ms [redacted] worked with one of our Customer Advocacy Managers and Synchrony Financial and the matter has been resolved There is no overdraft, it was a pending authorization due to a revision to the order taking off the Home Delivery fee This is a system issue with Synchrony and it has been resolved Our Case Manager verified all is well with Ms***’s account and updated our customer with that information We apologize for the inconvenience and frustration the pending authorization caused and appreciate her patience while we investigated the issue on her behalf Best regards, Customer Advocacy Escalation Consultant

October 21, 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 FlexTop King pMattress and a FlexFitAdjustable Base on 8/8/and the product was delivered on 9/16/ We apologize for the experience regarding our ability to attach his existing headboard to the new frame It seems there was confusion surrounding what we are actually able to do We can attach the headboard brackets to our product but attaching non-Sleep Number furniture is a liability/insurance concern so our technicians are not able to do anything further We did offer to cover the cost of hiring a handy man to attach the headboard as a gesture of goodwill The adjustable base is a final sale item per the Terms and Conditions of Sale Our representatives do go over the Terms so our customers can make the final decision on their purchase Mr***’s Night In-Home Trial Period ends on 12/25/ If he wishes to return the mattress he must contact us before that date We cannot honor a return on the adjustable base We have an obligation of fairness to our customers and cannot make his request an exception We appreciate the feedback and will use this as a coaching opportunity Best regards, Customer Advocacy Escalation Consultant

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The bed was delivered on Saturday March 11th at 2:pm This only happened because the sale rep that sold me the bed got involved and he contacted someone iin Scheduling and was able to make sure that they accommodated my request The two man delivery team was excellent and they communicated to me all day about the time they would be arriving It was after they installed the bed that they told me the team that was scheduled to deliver my bed did not show up for work and scheduling was going to reschedule my delivery but this team of drivers took my delivery instead so I give the delivery team high marks The scheduling team is the worst I ever dealt with and if it was not for Revdex.com getting involved I would still be waiting for the bed to be delivered

Initial Business Response / [redacted] (1000, 13, 2016/01/29) */ January 29, 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 have experienced in reaching out to our company regarding their bedding orderThis is not our mode of operationWe recently implemented a company-wide computer systems conversion, which delayed Mr& Mrs***'s orderWe understand that this was a tremendous inconvenience and appreciate their patience According to our records, on October 17, Mr& Mrs [redacted] ordered a Sleep Number(r) King PMattress, Home Delivery set up, and some bedding items On December 1, the Sleep Number(r) King PMattress was delivered and set up at Mr& Mrs [redacted] residence On January 15, we set up an order for a Sleep Number(r) Stone, P/I/M Series, Modular Base, King and Sleep Number(r) Sleep IQ, Dual, RemoteA Home Delivery installation and swas included at no charge On January 22, of the boxes for the Modular base were delivered to Mr& Mrs [redacted] and on January 26, the remaining Modular base box was delivered On January 28, the Sleep IQ, Dual, Remote was shipped from our Salt Lake City, UT manufacturing plantIt was shipped second-day air and was last scanned in Phoenix, AZ on January 29, A home delivery installation has been set up for February 10, We are so very sorry for the delays and inconvenience and truly appreciate Mr& Mrs [redacted] as our customer Best regards, CS Correspondence Specialist Initial Consumer Rebuttal / [redacted] (2000, 15, 2016/01/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I agree all of the above has been completedIt remains that on at least 5-different occasions over two months at varying times in the day my husband and I called their customer service number and received message "we are receiving higher than expected call volumes, please call back at another time" and were disconnectedThe first sales person I talked to trying to correct our issues refused to provide any assistance other than advising we continue to call the customer service number over and over; he stated he could not provide any alternative assistance The second person we approached at the store identified that our order had been altered, dropping the items we had purchasedShe corrected the order and initiated the modular base, sleep iq, and base, etcI felt the customer service is extremely poor and that customer support after purchase of their product is lacking unless the consumer pursues escalation such as with the Revdex.comThanks

Initial Business Response / [redacted] (1000, 9, 2016/01/29) */ January 29, 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 patienceMr& Mrs***'s Sleep Number(r) Queen Dual cand modular base is scheduled to be delivered February 6, to their sonWe have approved an appeasement back to their VISAWe hope this helps ease some of their frustration Best regards, CS Correspondence Specialist Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/01/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the responsePlease clarify "we have approved an appeasement back to their VISA." We would also like to have verification that the bed will actually be delivered on 02/06/ Thank you! Final Consumer Response / [redacted] (2000, 17, 2016/02/08) */ Final Business Response / [redacted] (4000, 13, 2016/02/08) */ February 8, 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 patienceAccording to our records Mr& Mrs***'s Sleep Number(r) Queen Dual cMattress and Modular base was delivered to their son on February 6, We refunded their Visa on January 31, as a token of our apologiesWe hope this helps ease some of their frustration Best regards, CS Correspondence Specialist

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, Ms*** We sincerely apologize to Ms [redacted] for the delays she experienced in reaching out to our company regarding her deliveryMs***'s bed was delivered on December 19, and we will apply two appeasements to her Visa within the next 3-business days Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/01/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) They gave me $on 1-19-and $on 1-20-which is the amount they promised me back in December on day one of this fiascoThey implemented a new computer program a couple of months before my order for scheduling their installation crewThey knew for months that what they were scheduling the installers could not seeThey were making guarantees when they had no idea that the installers could see what they were schedulingThey were totally responsible for the schedulingI met what they said they would do, they did not

Initial Business Response / [redacted] (1000, 5, 2016/02/09) */ February 9, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Mr*** We sincerely apologize to Mr [redacted] for the experience he is having with his Sleep Number(r) p5, King, Mattress and King FlexFitAdjustable base We are unable to honor Mr***'s request to refund his original purchase price as he is beyond the end of his night trialHis bed was delivered March 30, and his trial ended on July 8, Our records indicate Mr [redacted] contacted us on July 11, to report his mattress sides were not levelHe refused to complete any troubleshooting over the phone with our agent and opted not to pay for our technicians to come out and troubleshoot for him On December 7, Mr [redacted] contacted us and reported his mattress was sliding off the bedHe purchased a set of bed straps We encourage Mr [redacted] to contact us for assistance with his Sleep Number bed and adjustable baseWe can be reached at [redacted] Monday through Friday 8:A.M-8:P.MCST or Saturday 8:A.M- 5:P.M Best regards, CS Correspondence Specialist Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/02/23) */ [redacted] See Attached [redacted] Final Business Response / [redacted] (4000, 13, 2016/02/27) */ February 27, RE: Mr [redacted] 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 experience he is having with his Sleep Number(r) p5, King, Mattress and King FlexFitAdjustable base 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 Once the troubleshooting has been completed, we will replace any part necessary under the terms of the Limited Warranty We encourage Mr [redacted] to contact us for assistance with his Sleep Number bedWe can be reached at [redacted] Monday through Friday 8:A.M-8:P.MCST or Saturday 8:A.M- 5:P.MIssues with the adjustable base should be directed to [redacted] at [redacted] as they hold the Limited Warranty for adjustable base Best regards, CS Correspondence Manager

I am rejecting this response because: This company omitted number of facts:First I clearly indicated to their rep that I do have a back problems and thus I could not lift the mattress or take it apartFurthermore, their so called limited warranty leave lot to be desired and it was never explained at the time of purchase of this very expensive bedI suspect there are thousands of customers who never understood the unreasonable limitation and omission of their warrantyWhen we replaced the side foam a mere three years after purchase we had to pay for it and it did not solve the problemsecond the box or base was purchased from their company and not directly from their subcontractor and thus it is their responsibilityI and I am certain the majority of those who purchased their product and paid over $for it expect that this company will send a tech to properly trouble shoot this repeated problems at no additional chargeIf the defined problem was due customer miss use then the customer pay otherwise their company should replace their defective components at no charge to the customerI find their rep are trained to give the customer the run around and take no responsibility for their productWe continue to be very disappointed and unless they correct their defective products we will never buy their product and will share our experience with friends , family and alike

Initial Business Response / [redacted] (1000, 8, 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 two refundsWe understand that this has been a tremendous inconvenience and appreciate their patienceMr& Mrs***'s two checks: $and $1,settled on December 3, and December 5, 2015, respectively Best regards, Legal Correspondence Analyst

Initial Business Response / [redacted] (1000, 8, 2015/12/14) */ December 14, 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 deliveryWe understand that this was a tremendous inconvenience Ms***'s bed was delivered on December 4, Please contact me directly if you have any questions Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/12/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes the bed was finally delivered after daysThey were paid $on October I was promised the bed by October I am disabled with terrible back painBecause the horrendous "customer service " I was forced to sleep in a chair and pay for a motel when I couldn't stand it anymorePeople should be warned about buying from this disreputable companyEspecially if they are disabledShameful!

January 30, 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 cMattress with SleepIQ on January 4, The bed was delivered and installed by our Home Delivery Team on January 17, On January 20, Mr [redacted] called our Customer Service Center (CSC) to return the bed because he was not comfortable Our Customer Service Representative (CSR) offered comfort solutions but Mr [redacted] declinedOur CSR explained he was not authorized to set up the return as the bed had only been in the home for days We request that our customers keep the bed in the home for days prior to returning as it can take a while to adjust to the Sleep Number Mattress Mr [redacted] requested that someone from our corporate office reach out to him to discuss this policy January 24, one of our Customer Advocacy Managers tried to reach out to Mr [redacted] but she kept getting Mr***’s voicemail She left a message stating that she would set up the return for him Our Home Delivery team will be picking up Mr***’s mattress on January 31, We’re sorry the mattress didn’t work out for Mr [redacted] and we wish him well Best regards, Customer Advocacy Escalation Consultant

Initial Business Response / [redacted] (1000, 8, 2016/01/28) */ January 27, Case # [redacted] Dear Revdex.com: Thank you for the opportunity to respond regarding the complaint of our customer, Ms*** We'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(r) i10, FT Cal King,Matt for Adj Baand FlexTop Cal King FlexFit3, Stone, 2Remotes was delivered January 23, We have appeased a set of sheets, and appeased $ [redacted] towards their orderWe hope this helps ease some of their frustration Best regards, CS Correspondence Specialist Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/01/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) They had agreed to take off $off the purchase price of the bed

Initial Business Response / [redacted] (1000, 8, 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 the delays she experienced in reaching out to our company regarding her refundMs***s refund for $1,settled on December 24, As a token of our apologies, we also credited her Home Delivery Return Service fee of $+ tax = $We understand that this was a tremendous inconvenience and appreciate her patience Best regards, Legal Correspondence Analyst Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) This would be acceptable, except I have not received the $Once this happens, I will be satisfied Final Consumer Response / [redacted] (2000, 15, 2016/01/20) */ Final Business Response / [redacted] (4000, 14, 2016/01/20) */ January 19, Case # [redacted] Dear Revdex.com: The $credit settled to Ms***' Synchrony account the next day, on January 5, Regards, Legal Correspondence Analyst