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select foam 16 Nov 2015 20:46 #16

  • Nene1957
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I hope you can bring them along. Perhaps you can have a "time out" on keeping their membership. Give them 30 days to resolve all the outstanding issues. You could put a blurb on their membership that there are outstanding issues and until they are resolved, their membership is on hold. I do think people will read all these posts and avoid them, which is unfortunate.. Personally I think they have a great product and need help with customer service. They should have shipping policies in writing. as part of their purchase agreement. I never got anything in writing. Only a Paypal receipt and it says nothing abut the mattress specifics or details of shipping.. That is not acceptable for an $1800 purchase. I did use Paypal knowing that I am covered under their protection policy and I would encourage anyone who can't resolve their problems to go to Paypal and file a claim. But if you don't have a specific sales agreement, they may not be as helpful as they could be if you have a firm agreement on shipping and specifics of the item ordered..

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select foam 16 Nov 2015 21:08 #17

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Hi Nene1957,

You could put a blurb on their membership that there are outstanding issues and until they are resolved, their membership is on hold.


That's certainly one of the options that I'm considering

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.

Phoenix
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Last edit: by Administrator. Reason: Updating link to https: status

select foam 16 Nov 2015 21:25 #18

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It is a concern that if they are dropped from membership here with negative feedback to boot,, that their company could be at risk and our warranties useless.. For those of us who bought from them because they were recommended here, it is concerning. I'd ask that you let them know that even one unhappy customer leaves a lot of feedback and that many of the people buying online end up here reading those comments. . And when you file a claim on Paypal, they very seriously pursue sellers and will cancel accounts if enough complaints are deemed appropriate , which also hurts business. If you signed an agreement for a minimal trial period, then I think you are stuck. If you made the wrong mattress choice, then you have to live with it for the minimum number of days. If they are not forthcoming on shipping status, they will not last long. I didn't mind waiting 3 weeks, but I thought it was going to be 10 days max. I still am happy overall because I love the mattress but I understand those who have not received their purchased items anger and frustration.

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Last edit: by Nene1957.

select foam 16 Nov 2015 21:35 #19

  • pressurepts
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The mattress underground is actually acting as their default customer service. These is the only place I've gotten any answers.....

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select foam 16 Nov 2015 22:10 #20

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Hi Nene1957,

It is a concern that if they are dropped from membership here with negative feedback to boot,, that their company could be at risk and our warranties useless.


The large majority of their business doesn't come from The Mattress Underground and probably don't even know this site exists. You would probably be surprised how few people actually do good research into the mattress choices they make. Their membership here wouldn't either "make" or "break" them.

@presssurepts

The mattress underground is actually acting as their default customer service. These is the only place I've gotten any answers.....


Unfortunately this has sometimes been the case with some of the members here that have purchased from them and it's certainly not something that should be happening.

In any case ... and as with any decision of this type ... I intend to do what I believe is the right thing to do based on all the many factors that need to be considered. As I mentioned previously ... it's not something that I take lightly.

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.

Phoenix
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Last edit: by Administrator. Reason: Updating link to https: status

select foam 17 Nov 2015 05:38 #21

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Phoenix,
Thank you for taking the time to read and reply to my post. Unfortunately, judging by Select Foams actions I believe they could not care less about their membership here and I think it speaks to the company's integrity and intentions when they won't let you post to their Facebook page unless they approve of what you are saying and that their reviews section on the Select Foam webpage leads to absolutely nowhere. I will continue to monitor the forum as well as making my daily calls to Select Foam. Good luck to the rest of you!

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Last edit: by cabledade.

select foam 30 Nov 2015 16:17 #22

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OK- I finally got the mattress topper delivered. But I'm confused because I thought I was getting a 3 inch topper and I got a 2.5 inch topper. Sigh.
Anyway- It does improve the comfort of the mattress- but i'm annoyed because i have no idea how long the topper will last until it needs to be replaced- and then what if I can't replace it with something as good?

The feel is improved, but since the mattress is so firm for me and my sensitive body- i feel like I may need even more of a comfort layer. Like another 2 inches of foam plus the 2.5. I'm am ok sleeping on my back with the topper, but not my side. My arms don't go numb with the topper, but they still feel a little uncomfortable. And I'm still waking up a few times.

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select foam 30 Nov 2015 17:07 #23

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Hi pressurepts,

Thanks for the update ... I appreciate it.

I should add that I talked with Matt at Select Foam a few days ago (he was just getting on a plane) and he told me that he would be reviewing some of the comments and issues that have been mentioned on the forum recently and then will call me back to discuss them (and hopefully what they are doing to resolve them) and their membership here further.

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.

Phoenix
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Last edit: by Administrator. Reason: Updating link to https: status

select foam 09 Dec 2015 16:14 #24

I hope they get their act together. I opened a Paypal dispute for non-delivery after 9 weeks of first placing my order for a latex foam topper. I have been ordering stuff over the internet for a very long time and this is my first time ever opening a Paypal dispute for a purchase. That's why I waited so long to do it. I gave them time to make good but they weren't able to. I usually don't post my dissatisfaction online, but I want to warn others who might be interested in purchasing from Select Foam.

I have called in many times, they told me that they will call back with an update. They did call back but I never received shipping confirmation. I kept calling back weekly, but to no avail. Now they don't even answer their customer service line. So a warning to any potential customer, please be aware that this might not be the best company to make your purchases.

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select foam 09 Dec 2015 17:11 #25

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Hi Byte,

I appreciate that you posted about your experience as a warning to others that may be considering buying from them as well.

I am still waiting for Matt to return my call (I sent him a followup email today) and when and if he does I will make sure that he is aware of your complaint (along with any others that have been mentioned on the forum that are also waiting for a resolution as well).

I hope you also have the chance to let us know the outcome of your Paypal dispute.

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.

Phoenix
Researching for a mattress?... Be sure to read The Mattress Shopping Tutorial.
Click here for TMU Discount Codes if purchasing from Our Trusted Members.
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Last edit: by Administrator. Reason: Updating link to https: status
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