I ordered a 3" 5.3lb/ft3 gel infused memory foam mattress topper from SelectFoam on October 23rd and paid extra for expedited shipping. (and a cover) At this point the topper has still not been shipped. So far my experience with their organization has been terrible.
They rarely answer the phone and never answer email
They rarely call me back when I leave a message (almost never, it did happen once)
Four times now I’ve been promised that it’s going to ship either “tomorrow” or by a specific date.
Last time I finally got a manager on the phone who claimed it’s been out of stock since before I ordered it, even though that wasn’t displayed on their site. He assured me they were getting a fresh delivery from their manufacturer and would ship by the end of the week or Monday at the latest. (That was yesterday)
I’m a pretty reasonable guy but I’m beginning to lose patience. We ordered the topper because my wife is experiencing pretty terrible aches and pains from our current mattress, they had a good sounding product and were recommended here on this site. If I can’t get them to follow through on their commitment by the end of the week I’m going to have to consider them fraudulent and start escalating my response with Visa, the BBB and other more serious channels.
I thought I’d share my experience here in case anyone else was considering making a purchase from them.
Thanks for taking the time to share your unfortunate experience with Select Foam … I appreciate it.
If I was in your shoes I would also give them a fixed deadline to confirm that they have shipped your purchase (with a shipping confirmation) and if they aren’t able to confirm that your topper has been shipped (with a shipping confirmation) then I would initiate a refund and if they don’t provide an immediate refund (within 48 hours or so) then I would initiate a chargeback with your credit card. You can see my comments to a similar situation in post #2 here.
NOTE ADDED: Because of their ongoing customer service issues and delays their membership has now been terminated and I would read the warning here before considering them.
I agree with Phoenix. We got a great mattress from them but I have had concerns about the way they don’t answer their phone. However, we worked with Chris and he gave me his direct cell number. He answers it all hours so we haven’t had the same problem. Our mattress was delayed a week and I had to press for shipping confirmation. If you don’t have one, then it hasn’t shipped and I would ask for a refund or deadline for the confirmation number. Also get a cell number if you can of who did you order it from.
Finally got them on the phone after bombarding them by phone and email. They promised to call me back within 30 minutes with status and didn’t do that so I lit them up again and was finally able to get a hold of them. Their new story is that my order was placed two days ago and that they’re trying to find out why it hasn’t been shipped yet.
I told them I expected a shipping notice with tracking number within 48 hours or I would expect a full refund. If neither were forthcoming I let them know I’d be reversing charges and proceeding down that route. Supposedly they’re going to call me before the end of the day to let me know what’s happening though so far they’ve been extremely poor at following through on their promises.
Finally got a call back from Chris. Their new story is that they confused me with another person with the same last name on a different order when talking to me last week. I’m not sure how that happened since I gave them my order number. According to them my order was never placed with the manufacturer in the first place, which is why it never shipped. I’ve been told it will be shipped and I’ll have a tracking number by close of business on Friday. I told them I’d wait till then, and that if doesn’t happen I’ll expect a full refund or I’ll have to reverse charges. I’ll keep you posted as it develops.
Thanks for the update … and I hope that you have a confirmation that your topper is shipped by Friday. You have certainly been more than fair and patient.
NOTE ADDED: Because of their ongoing customer service issues and delays their membership has now been terminated and I would read the warning here before considering them.
Ok, first the good news, I got a voicemail Friday letting me know that it had shipped prior to close of business on Thursday and providing me with a Fedex Tracking number. I confirmed with Fedex that they have a shipment matching that number and it’s scheduled for Delivery Wednesday by end of day. I’m not sure 20 days get the order out the door plus seven days in shipment counts as “Expedited Shipping” that I paid extra for, but I guess we’ll just have to roll with it for now.
Now the not as good news, the product ordered is an Eastern King with dimensions of 76" x 80" x 3" and a density of 5.3lbs/ft3 according to their site. That is 76803=18240 in3 which works out to 10.56 ft3, some quick multiplication suggests the product should weigh 10.56*5.3=55.97lbs. The tracking information from Fedex says that the package, which includes the shipping container and a cover, etc. is only 46lbs. This means that either:
A ) Fedex doesn’t know how to weigh things properly (unlikely)
B ) I’m being shipping the wrong product
C ) Their advertising is blatantly false
Now, don’t get me wrong, some variance in product dimensions and weight is within reason, but a 17.81% smaller product (even smaller once we subtract packaging and the cover) is well outside the bounds of manufacturing tolerance and marketing fluff. Still, at least it’s on it’s way, we’ll see how it works once it arrives. If it solves our problem then I’ll just add them to my list of vendors to never to do business with again and move on. If not, well lets just says there will be multiple grievances to discuss.
Thanks for the update and it’s good to see that your topper has shipped.
It’s not all that unusual that courier shipping weights aren’t accurate (they often just use the weight that the shipper provides) so it will be interesting to see how much your topper actually weighs.
There can certainly be some variance in the density of a foam layer (up to about 10% wouldn’t be unusual although it would usually be less) and small variations in dimensions as well that could affect it’s weight but more than that would certainly be questionable.
I’m looking forward to another update when you receive it.
NOTE ADDED: Because of their ongoing customer service issues and delays their membership has now been terminated and I would read the warning here before considering them.
Product arrived yesterday, at least Fedex is timely as usual. Actual weight was only 33.4 lbs which is WAY less than it should be. shrug It’s here now so we’re trying it out for a bit, we’ll see how that goes.
Sorry … I did my calculations on a queen size (60 x 80 x 3) and not a king size so you’re right that my calculations are wrong. Thanks for the correction.
For a king size it would work out to the 3.16 density that you mentioned which isn’t close to the 5.3 lb density that you thought you were ordering.
NOTE ADDED: Because of their ongoing customer service issues and delays their membership has now been terminated and I would read the warning here before considering them.