Anyone have issues in dealing with select foam?

Discussions General Mattresses Questions
1

Hey,

So… After doing extensive research on mattresses, both on this forum and on other online sources, I decided to place my order for a mattress from Select Foam on 4/5/14. As of today, 4/27/14, I still have yet to receive even confirmation that my mattress has shipped.

Not only that, they’ve been an absolute nightmare in trying to get a hold of someone.

Here’s the sequence of events:

Before I ordered my mattress, I emailed with one of their staff members to ensure my understanding of the return policy in case the mattress didn’t turn out like I wanted (hey, I’m buying a mattress that I’ve never seen or felt). Conversations with this rep via email were quick and responsive so I placed the order.

Since then, I’ve been told in writing and on the phone that the mattress is scheduled to ship at least 6 times on days that have already passed. The latest is that it was supposed to ship the past Friday and that I would be getting a call in regards to it but still, I’ve received absolutely nothing.

Now, in trying to get a hold of someone, calling the number on their website has led me to talking to an actual person only once (and I’ve called that number a minimum of 6 times). Calling the rep who had been emailing me before both on their direct line and cell phone has been useless and my emails to him are, for the most part, going ignored. The last response from him took 3 follow up emails from me just to get a response and I still haven’t received anything.

Trying to email their support email hasn’t lead to any responses from them.

In speaking with another one of their reps, I was told that the delay is because they were out of mattress covers and needed to get more before they would ship the mattress. That’s fair and understandable but the lack of communication is just god awful.

My issue here is that I’ve been told that my mattress is scheduled to ship the next day on 6 different occasions and nothing has come to fruition AND most importantly, that they have not communicated with me at all during this process. I’ve had to reach out to them and getting a hold of someone there is like pulling teeth.

I purchased this mattress because I had read such good reviews and experiences here and other places.

As a business owner myself, I couldn’t fathom having a customer experience like this and not communicating with my customers (that spent thousands of dollars mind you), when there is any sort of an issue that could be delaying the process.

My patience is beginning to run out with them…

I hope they can resolve this quickly but my frustration is growing each and every day.

Anyone else having similar experiences?

2

Hi jc118,

Your experience is disappointing to me as well.

Like you … I understand delays in product shipments because of unforseen circumstances but I also believe that nobody should have to chase a business to find out what is happening with their order and when you are assured that an order has been or is about to be shipped (on multiple occasions) then that assurance needs to be followed up proactively until your mattress has actually been shipped and you have received a shipping confirmation and an expected delivery date.

I talked with Matt at Select Foam today and had a frank discussion to let him know about your post and my disappointment with your experience and I’m hopeful that you will receive the followup service that you deserve and that by sometime tomorrow your situation will be resolved.

In answer to your question about “Anyone have issues in dealing with select foam?” … the answer is yes they have happened from time to time to some of the other members of the forum and although they are a small minority of their customers and to my knowledge they have all been resolved … there are still too many IMO and they still have a ways to go to improve their customer service and followup after a sale when things don’t go as smoothly as they should or as expected.

Thanks for your feedback … and I hope that you can confirm and let us know that you have received your shipping confirmation in the next day or two and that your mattress is actually on its way.

Phoenix

NOTE ADDED: Because of ongoing customer service issues and delays Select Foam’s membership has been terminated and I would read the warning here before considering them.

3

I hope so too, Phoenix.

If this happens to fall through for some reason, do you have recommendations for an alternative similar?

We went thorough the process of trying tempurpedic’s to get the select foam that we ordered. Is there another brand that you could recommend?

Thanks!

4

Hi jc118,

They may not be familiar with who you are based on your mattress forum name but if you call them (and reach them) and let them know you are the one in the forum I told Matt about yesterday then they will make sure that your order is tracked down (although this should be happening for everyone that was in similar circumstances). It would surprise me if your delivery issue wasn’t dealt with quickly.

Post #12 here has a list of some the better online memory foam retailers and manufacturers I’m aware of and many of these also carry memory foam mattresses that use Tempurpedic (or in some cases some of the other major brands) as a comparative reference point. There is also somewhat of an “art and science” behind matching one mattress to another to the degree possible. Post #9 here also has more about the different ways that two mattresses can “match” each other.

Phoenix

NOTE ADDED: Because of ongoing customer service issues and delays Select Foam’s membership has been terminated and I would read the warning here before considering them.

5

Hi jc118,

Did you have a chance to talk with them and was your shipment confirmed?

Phoenix

6

Hi Phoenix,

I meant to update this the other day but my post wasn’t able to post due to it taking too long for me to submit it and I was logged out of the forum :(.

Yes, I was able to FINALLY get a tracking number and according to FedEx, my mattress is scheduled to be delivered tomorrow which is very exciting!

As a courtesy, selectfoam threw in a couple of pillows as well on top of my forum discount so at least they are doing something to try and make it right.

That being said, I do wish that I knew about Brooklyn Bedding before only because their site and company seems to be a bit more professional (and offer a longer trial period). I would have at least liked to speak with them prior to making my other order but life goes on.

All in all, I would give me experience pre order with select foam an A as the rep was very responsive. My experience after the order an F and I’ll just have to see what happens when I finally get the mattress and use it.

It’s my hope that the mattress is so great that I forget about the experience that I had post order and wakeup refreshed and energized :slight_smile:

Thanks for all your help!

7

Hi jc118,

Thanks for the update … I appreciate it :slight_smile:

Phoenix