I humbly ask for help in dealing with SelectFoam. I called Select Foam’s customer service on 11/4/14 and spoke to the attendant in regards to the poor customer service posts. I was very apprehensive in ordering a mattress on-line, with a company far away from me, unable to test the mattress, and from one that has gotten some poor customer service reviews. The attendant assured me that the issues with customer service were dealt with and that I could be assured I would be taken care of. So, on 11/5/14 I ordered a mattress and foundation from them and waited for a confirmation/tracking number for delivery. As of today (11/23/14) I have not received my order. I have emailed the company 3-5 times without a response. I also called their customer service number (no one would answer the option to check status on an order so I used the option to place an order) and was told that they had to "make the cover still and it would be shipped out by Thursday, 11/20, and I would get a tracking number sent to me via email. Can anyone point me into the right direction to get in touch with someone in charge? They have my money and I want my mattress or the money back. I’m tired of sleeping on the floor with an air mattress.
I’m sorry to hear that you haven’t received your mattress and that you haven’t received a tracking number after being told it would ship out on the 20th. It certainly doesn’t speak well to their customer service followup.
I called Chris (one of the owners) and he called me back and told me that he believes that a delayed order from Nov 4th was shipped out on Friday that may have been yours but he wasn’t sure (forum names are anonymous). He said he would check and that he would reply to you here on the forum.
Hopefully your mattress has already shipped but even if it was you should have received a shipping confirmation so that you knew that it was although it’s possible that there was also some delay in sending out the confirmation over the weekend it was entered into the system on Friday.
Thank you very much for calling in my behalf. I plan on calling tomorrow morning as I am frustrated in having to deal with this situation when I could have just bought a Tempurpedic bed from a local store that was going to throw in pillows and a mattress cover for a couple hundred more dollars and I would have had a lot less hassles. Thank you again and I appreciate your quick response.
Very sorry you’ve had an issue getting in contact with us. I’ve private messaged you my personal contact information. Looking forward to resolving this for you.
I, too, am having problems with Select Foam Customer Service and am seeking advice on how to proceed.
We bought a king sized mattress from them in September of 2015. Ordering and shipping were smooth, and there was no reason for me to suspect there would be any future issues. Then sometime later I realized we were never sent ANY paperwork ~ hard copies or digital ~ in regard to our warranty. The fact that it was ordered online gave me some relief, knowing that there would be proof of purchase in my email folder.
A number of months ago, my wife and I began to notice some deficiencies in the mattress. Obvious indentations were forming in our memory foam, and both sides were now softer and slanting out toward the floor, while the middle of the bed still maintained its proper flatness and firmness. So, I called the customer service number provided online to inquire about the warranty.
No answer. I left a very detailed message.
Time passed, and I called again. This time, I reached a woman named Summer, who had no clue whatsoever how to answer my questions, and promised me that she would call me back “once she got into the office”.
I never heard back from her.
A couple days later, I emailed them through their website.
I bet you can guess what happened. That’s right ~ nothing. No response.
So, a few days ago, I called and left yet another message, and still, no response!
This mattress cost us a couple thousand dollars, and now it’s virtually unusable ~ neither of us are able to even sleep on it anymore. Certainly not the type of investment one would expect to deteriorate withing the first year .
I am unable to reach anyone within the company to assist us. Do you have any ideas?
Thanks.
I’m sorry to hear about your experiences with Select Foam although as you probably know from some of the other feedback on the forum their lack of a timely response and difficulties in reaching them after a purchase unfortunately aren’t unusual.
If you originally contacted them within their 90 day trial period and they haven’t replied then you should still be able to return the mattress for a refund.
If you originally contacted them outside of their 90 day trial period then you may qualify for a warranty exchange if there are any visible impressions in the mattress that are more than 1" (you can see their warranty here). ADMIN NOTE:Removed 404 page link | Archived Footprint: selectfoam.com/warranty-info
It may also be worth checking the support system you are using under the mattress to make sure that the issues you are experiencing aren’t the result of an unsuitable or sagging support system. You can check this by putting the mattress on the floor to see if it makes a difference.
I would continue to try and contact them both on the phone and through email and let them know that if they don’t respond to your emails or phone messages that you will be taking further action.
If you still aren’t able to reach them then some of the suggestions in this sticky topic (particularly about opening a credit card or paypal dispute) may be helpful you can also file a complaint with the better business bureau and with your state Attorney General’s office as well who are responsible for enforcing the consumer protection laws for each state.
Phoenix,
Thanks for the feedback. However, I should have been more specific ~ the mattress came with a “25 year warranty”, unfortunately, nowhere are the details of said warranty defined.
When a company offers a 25 year warranty, I am assuming that problems only one year later would be cause for action.
Also, the support we are using came with the mattress, so it’s their own product.
You can see the specifics of their warranty in the page I linked in my last reply. ADMIN NOTE:Removed 404 page link | Archived Footprint: selectfoam.com/warranty-info
Their own foundation would certainly be suitable for the mattress but I would check to make sure that it’s not defective anyway because a mattress will follow any sagging in the support system underneath it.