I purchased a the grandis-hd bed from select foam this past March. Things went along smoothly (with the exception of a hefty amount of tax because I’m local to the company) and I got my order within days (I’m in Florida). Fast forward to a few months of restless sleep and aches on behalf of my husband and I. On May 28th i decided that enough was enough and contacted the company through the email on the site. I got referred to Dwight Miller, whom supposedly process returns. To my surprise I was initially offered the chance to purchase a TempurPedic bed from the company, which I declined. I was told he would have to go through his chain of command to see if my return could be processed despite it being well within my 90 days of warranty. I’ve sent over multiple emails and have played phone tag for far too long. It’s now 1 July and I still haven’t made any significant progress with a return or exchange to a more suitable mattress. Nice mattresses but horrid customer support.
I can understand your frustration and your experience is disappointing to me as well.
I’ve called Matt (one of the owners) to tell him about your experience and his cell phone was almost drained and he said he would call me back in 1 - 3 hours.
Select Foam sells some good quality and value mattresses but they have had some history of less than satisfactory customer service after a sale in the minority of situations such as yours where someone isn’t happy with the choice they made which has been the topic of several “direct” conversations I’ve had with Matt.
They hired Dwight to help deal with these type of after sale customer service issues and it’s very disappointing to me when I hear that experiences like yours where an exchange or refund doesn’t happen on a timely basis are still happening or it becomes difficult to reach the people that are responsible for this part of the business to keep you up to date. Customers shouldn’t be left hanging like this.
I will update this topic as soon as I have more information and have told them about your post. I would also appreciate it if you can update us once you’ve heard from them as well.
Unless purchased under some sort of abnormal conditions, all returns are handled the same way.
Customer Packages Mattress for pickup
Call us to arrange for pickup
Affix the Shipping Label to the Box prior to the shipper arriving.
As per the Tempurpedic option, if you’d like to purchase the tempur-Pedic bed, we’ll arrange for an exchange of that bed. Odds are the Tempurpedic won’t work for you if the Select Foam bed did not.
You may reach out to me directly if you’d like, and I’ll address this for you.
I email Dwight the day that this post was made because he was supposed to email me an invoice for an upgrade the day prior. It’s been a day and I still don’t have it.
If you’d read my post in its entirety you would’ve read that I wasn’t set on a return, just an upgrade in which I’d paid the difference. I’ve been waiting on an invoice for Dwight, whom I contacted regarding that June 25th.
Not sure if this line was omitted from the original post but I’ll post it again.
. It’s now 1 July and I still haven’t made any significant progress with a return or exchange to a more suitable mattress.
In my emails to Dwight, he is well aware that I was considering upgrading to a softer, larger mattress. Furthermore, my issues STILL haven’t been resolved, because I STILL haven’t heard back from Dwight.
