Hi Mootz,
[quote]I respectfully disagree with your response to my post, and I wanted to share my experiences with others. Why have an open forum if your not allowed to express your opinions? I’m not the only customer that has had issues with this company. I didn’t see you calling them out. I didn’t realize that expecting good customer service was a bad thing, and I do feel I have a legitimate reason. Who knows maybe Amazon has spoiled me???
SelectFoam did send me a text message after I posted this yesterday, but like I mentioned in my previous post I was suppose to receive the message on Monday the 18th. I’m sorry, but that doesn’t sit well with me. Especially since my credit card still hasn’t received credit as of this morning. Everything is a day late, and a dollar short.
I wasn’t trying to get them to credit me for a box. I simply think customers should know that they will need a box if they do indeed ship back their mattress. I wish I would have known this as well as a few other things before I placed my order.
I’m not refuting the policy in any way. Just saying that they need to be a bit more descriptive(about other cost) on the policy. I read it, and I fully understand it. That doesn’t mean I have to like it, but that’s life. It’s their policy.[/quote]
This forum is open in that any member can post whatever they want (within reason and the rules of the forum) but it’s primary function is to educate consumers not to just be a “free exchange of information” where anything goes. There is a big difference between opinions and factual information and between “reasonable” complaints and unreasonable complaints. Your post is a good example of a purchase where someone didn’t do their homework before a purchase and includes many examples of what “not to do” when you are buying a mattress or dealing with a good company.
All the things you are mentioning are part of good research and are what need to be considered before a purchase and not after it. The goal of the forum is to replace hindsight and buyers remorse with foresight and to encourage good research and provide accurate information. this includes responding to posts that are unreasonable (which is also part of an “open” forum that is dedicated to consumer education). If a specific policy of a manufacturer doesn’t match the criteria that are most important to you then this would be part of your personal value equation and it’s an easy matter not to include them as one of your finalists. The time to look at most of the things you are mentioning is before a purchase so you aren’t “surprised” and don’t have any reasons to complain after it.
Again … if their normal timeframe isn’t what you consider to be “timely” then the time to find this out is before a purchase not after it. This is all part of having reasonable expectations and is part of good research. As you already know their refunds are normally processed within 10 business days (the same time frame as their deliveries). If this was an important consideration to you then it’s something that needs to be asked before a purchase. It’s just not reasonable to expect a company to change their entire “normal” method of operation with a more “demanding” customer and calling them repeatedly isn’t going to do anything except make both them and you more frustrated.
I think dn’s advice to “look in a mirror” is appropriate here.
Phoenix