TLDR: Select Foam has refused to honor their 90 day return policy and now I might be out $1600.
Okay, I have a significant update on my dealings with Select Foam, and specifically with the owner, Matt Ress.
Itās probably easiest to just provide a timeline of whatās happened:
Nov 2015 - Ordered the Regalis Luxe
Jan 2016 - After giving the Regalis ~ 2 months, we found it to be much too firm. Also, it just didnāt have the advertised Tempurpedic memory foam feel. Around this time, Select Foam was removed from TMU membership and many comments were surfacing about how poor Select Foam service was. Still, after Matt offered to exchange the Regalis for the Cirrus Luxe for no additional cost (the Cirrus Luxe was $200-300 more expensive), I decided to go for the exchange instead of the refund. After that, the Cirrus came rather quickly, but it took 2-3 weeks and dozens of phone calls, emails and even text messages (I had Mattās cell number) to arrange for the Regalis to get picked up. Very frustrating. Iāll also note that Select Foam requires you to bag and box the mattress before they pick it up. While this might not sound too bad, itās actually a huge pain in the butt. Finding a box big enough to fit around the mattress was difficult and expensive, and it probably took an hour to get it all packaged up. As far as I know, most mattress companies offering free returns do not make you do this.
March 2016The Cirrus wasnāt much better. While softer, it still lacked the memory foam feel of itās advertised counterpart, Tempurpedicās Cloud Luxe. We decided Select Foam just wasnāt the right vendor for what we wanted and ended up buying a Tempurpedic Cloud Supreme Breeze floor model at 40% off. With the new tempurpedic, we once again went through the arduous task of boxing up the Cirrus to get it ready for Select Foam. I called Matt to let him know that we wanted to return it. He seemed surprised and a bit annoyed, saying something like āOh, well after I gave you the discount on the last mattress, I kind of assumed that we wouldnāt be doing another return, but I guess we never discussed thatā¦ā. He then, said heād ālook into this laterā and get back to me. 3 weeks and dozens of phone calls, texts and emails go by and Matt finally emails me back stating that he would not be able to accept the return since itās been more than 90 days since the purchase of the original mattress (the Regalis purchased in Nov). So basically heās implying that the Cirrus was purchased as a final sale even though he admitted on the phone that weād never ādiscussed thatā. Since that email, he hasnāt responded to any of my follow up attempts.
Now I have this giant mattress boxed up in my small living room and Iām out $1600. This has been the worst experience Iāve ever had with any business and I donāt know what recourse I have. I tried to open a credit card dispute, but the original transaction happened well past their cutoff of 90 days. Iāve looked into small claims court, but Iām not sure how Iād enforce payment even if I won since weāre in different states (NY vs FL). All I can think of is posting my experience anywhere I can to let people know to stay away from Select Foam and maybe trying to sell this mattress on craigslist to recoup whatever I can.
If anyone has any suggestions, Iām all ears!