Hi kneedough,
They use high quality materials in all their mattresses that are the same or better than the specs of the Tempurpedic mattresses they are designed to approximate so from a quality and durability perspective they are a great quality and value choice. They are one of the members of this site which means that I believe they compete well with the best in the industry.
[quote]what about all the negative reviews for this company on this site and the BBB?
It makes me very nervous.[/quote]
The large majority of their customers are happy with their purchase and they have a great return policy for those that aren’t and they are also very knowledgeable and provide good guidance to their customers that talk to them before and during the purchase process to help them make the most suitable mattress choice.
Having said that … they need to improve their customer service for the minority of customers that have issues after a purchase (either with a delivery or with the refund process or with other issues that need to be resolved) because there have been too many delays with issues that should have been resolved more quickly and smoothly or through better communication. While some of these reviews have been the result of some unrealistic expectations of customers or requests or “demands” for something that was outside their policy where customers were “expecting” something that wasn’t reasonable or even possible … and a few have even been the result of customers that were trying to “pressure them” to receive some benefit that they weren’t entitled to with the “threat” of negative reviews … some of these have also been legitimate and have been the subject of some very “frank” conversations I have had with them (see post #2 here for an example).
You can see some of my thoughts about the BBB in post #4 here (and post #3 before it with another members experience with them) and post #4 here (both of which talked about Select Foam). One of the other members of this site for years refused to become a member of the BBB on principle alone (many businesses don’t think highly of the BBB and their methods at all) and had an “F” rating because of one complaint that they didn’t even know about. Once they became a member … their rating changed from an F to an A overnight. This is “normal procedure” for the BBB. While they provide a paid service that can be useful … I certainly don’t take their ratings as being definitive … especially for businesses that have chosen not to become a member or that prefer to resolve complaints outside of the BBB process where the outcome or resolution of a complaint never shows up on the BBB site or in their rating.
To my knowledge … none of Select Foam’s customers has ever failed to receive a refund they were entitled to but there have been some customers that experienced some delays in resolving issues or receiving refunds that I think were the result of poor after sales service or communication on their part and these have been the source of some genuine and justifiable frustration in the case of a few of their customers and they are well aware (if for no other reason than my “frank” conversations with them about this area of their business) that these types of experiences and reviews can certainly affect the buying choices of some of their potential customers that otherwise wouldn’t hesitate to purchase from them.
Overall they are a good quality/value choice in terms of their mattresses and in “most” cases their service as well but there have been too many exceptions when there have been issues after a purchase that needed to be resolved more quickly and effectively and they certainly need to improve this area of their business IMO.
Phoenix