Hi AdamL,
I’m sorry to hear about your experiences with Select Foam and there is certainly no justification for the lack of timely customer service and followup you have experienced with them. Unfortunately you are not the only one who has had issues with their customer service and delays with returns or refunds (see post #4 here and the posts it links to).
I left a message with Matt (one of the owners) to make him aware of your post and the issues you are having while it certainly shouldn’t be necessary for a third party to become involved … I get somewhat frustrated when I hear about these types of experiences and I’ll also call them tomorrow to see if I can help expedite things so that your issues are resolved as soon as possible
While I can certainly understand your frustration … this part of your post isn’t accurate at all because as unfortunate as your experience may be it doesn’t change the fact that they use very high quality materials in all their mattresses and they are certainly a high quality/value mattress. It’s also unfortunate that you didn’t take advantage of some of the options you had available including asking for an extension to the trial period so you would have had more time for your mattress to break in (7 lb memory foam can take longer than lower quality/density materials to break in) and many customers have also found that removing the wool fire barrier while the mattress is breaking in can make a significant difference in how it feels as well. There are also some suggestions in post #2 here that may have been helpful as well.
Regardless of any options you may have had though … this is now a moot point (although I wanted to include it for the sake of accuracy and for the benefit of others that may read this post) and for now the most important issue is making sure that your fedex billing issue is resolved as quickly as possible.
Thanks for taking the time to share your experience and hopefully this will be resolved very quickly.
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.