Poor experience with SelectFoam

[phoenix]

Hi AdamL,

No one ever offered to extend our trial. It really is quite unfortunate that such bad customer service can ruin this. We still don’t have a bed and are really turned off on purchasing another bed online at all.

I’m not sure if you talked with them on the phone when you were first considering returning the mattress or if your communications were only by email but if you talked with them on the phone they would normally make some good suggestions that may have been helpful including things like giving it more time (and extending the trial period), removing the wool fire barrier, or possibly suggesting a topper at a reduced cost or other suggestions that they may have identified as a result of a conversation.

As for the bed, I agree the inch or so of 7 lb foam was wonderful, very good memory and cool to the touch. I wish there were like 6 inches of it. Unfortunately, the large top gel layer is barely memory foam, more like very soft standard foam (also cool to the touch).

This is the type of “feel” issue that can change by either removing the wool fire barrier or with some of the other suggestions in the post I linked (including spending more time on the mattress so the material can break in more effectively).

As I mentioned though … this is all a moot point since you have gone past the point where any of this would help your current circumstances.

Do you have any suggestions for another manufacturer that would not have such terrible customer service? Our current thought is to try the Sleep Science Escape since it has the most higher density foam among foam mattresses available at costco (amazing return policy).

There is a list of the better online memory foam sources that I’m aware of in post #12 here and outside of Select Foam … none of them have any pattern of customer service issues. I would also make sure you are clear about the return/exchange policies they have and any costs involved because there are many differences between them.

You can see my comments about Sleep Science and the Escape in post #2 here and post #2 here and the posts they link to and you can also see my thoughts about buying from Costco in post #4 here.

If you let me know your city or zip code I’d also be happy to let you know about any of the better local options or possibilities I’m aware of as well.

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.