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Issues with Select Foam 20 Dec 2015 22:01 #11

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Hi Nene1957,

If you do decide to return the mattress perhaps it's possible to have a friend be available at your home when they pick it up or perhaps move the mattress to a friend's house where it can be picked up.

Phoenix
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Issues with Select Foam 20 Dec 2015 22:07 #12

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I think that is what we'll have to do. Have the shipper come and meet someone at the house here for pickup. But it is a hassle for us I don't want to move it. It is huge and heavy. I can't imagine how they ship these back. This is heavier than our previous latex bed. It came rolled up and compressed. I love the comfort. But if it is inferior foam, it will be toast in no time. I am hoping the tag is wrong, but if not, I'll deal with it..

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Issues with Select Foam 20 Dec 2015 22:18 #13

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Hi Nene1957,

I can't imagine how they ship these back.


They ship them back through a common carrier instead of a courier. I believe that you may need to get a mattress box (or possibly wrap it in plastic).

This is heavier than our previous latex bed.


If it's heavier than your previous latex mattress (and it really was an all latex mattress) then hopefully the tag is wrong because most all latex mattresses would weigh much more than 100 lbs.

Phoenix
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Last edit: by phoenix.

Issues with Select Foam 21 Dec 2015 18:56 #14

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I heard from Fed Ex. The box was 108 lbs. I have not heard back from FXI and cannot find a phone number listed anywhere. Perhaps you can help me? I am not sure what to do next. I can start the return process with Select based on the weight discrepancy but I will have to have someone come to the house for the pickup. I cannot ask my step daughter to handle this mattress, box it up or put it in plastic. It is horribly awkward and heavy. The thing is I really like the mattress but am afraid I got scammed. I wouldn't have checked the tag except for the many complaints here. Comfort wise, it seems fine. But the weight is not close to what it should be. I was hoping FXI would provide the specs on this to me, but they don't eve bother responding to my email.

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Issues with Select Foam 21 Dec 2015 19:24 #15

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Hi Nene1957,

They have a number of different locations but I don't know which one yours came from and unfortunately I don't know the phone number of any of them but if you do a google search on " FXI/foamex Media, PA phone " (you can just click the link) it will bring up the phone number of their corporate headquarters and perhaps they can steer you in the right direction.

Unfortunately they are also a wholesale supplier that generally only deals with manufacturers who would generally call the rep that they are dealing with so they may not have the fastest customer service for consumer inquiries.

I am not sure what to do next.


Unfortunately this is something that only you can decide based on your circumstances and "best judgement" although I can tell you that I would personally be hesitant to keep a mattress where there was a serious question that the quality/density of the materials was very different from what I paid for.

Phoenix
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Last edit: by phoenix.

Issues with Select Foam 21 Dec 2015 20:02 #16

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Our mattress came from Fort Wayne, Indiana. And I do know it came directly from FXI to us. I saw the shipping tag. FXI is on the law tag as well. I was hoping FXI would disclose what the foam density is. I have another 6 weeks on my return policy but from what I read here, Select has been very bad at post purchase customer service. I will think it over. I am very upset because all the reviews and promises mean nothing, A company can say anything they want and there appears to be little recourse for consumers. I do believe there are consumer protection laws in place to protect consumers against unscrupulous businesses promising one thing and delivering another. How can you state specifically what the foam density is and then swap it for something grossly inferior? I don't want to have to fight with them and we cannot box this up for shipment, nor do I think I should have to lift one finger other than open the door so they can pick it up. Ugh. Bummed out and frustrated as I spent so much time researching before purchasing. I was confident the product was excellent and not feel we got scammed.

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Issues with Select Foam 21 Dec 2015 22:57 #17

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Hi Nene1957,

Our mattress came from Fort Wayne, Indiana. And I do know it came directly from FXI to us. I saw the shipping tag. FXI is on the law tag as well. I was hoping FXI would disclose what the foam density is.


A google search on fxi/foamex fort wayne, IN (you can just click the link) will bring up their phone number in Fort Wayne and hopefully they will provide the information that you need.

I am very upset because all the reviews and promises mean nothing,


I can certainly understand your frustration and as you know I share it as well.

If you decide to return the mattress and you have any issues with a timely refund then you can initiate a dispute with your credit card. Along with your comments here 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.

They certainly used to use high quality/density memory foam and polyfoam in their mattresses and it would be great to find out and confirm that they still do but given some of the recent information that has come to light since they changed suppliers there is certainly good reason to doubt that they are still using the same quality/density materials in their mattresses.

Phoenix

PS: After your email to me I thought it would only be fair to add the results of your conversation with FXI to this topic who told you that their law tags were incorrect and that your mattress weighs 140 lbs which would put the shipping weight in line with the quality/density of the materials inside it so at least that is a reason for some optimism.
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Last edit: by phoenix.

Issues with Select Foam 05 Jan 2016 21:51 #18

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I want to update what is going on with the mattress situation. I contacted FXI and they are sure that the mattress should be closer to 140 lbs. However, I have also contacted FedEx and their records show the package weighed 106.2 lbs. I've gone back and forth and have no way of knowing without a scale. I did open the zipper,, measured the layers and looked it over. It looks exactly like it should, measures exactly as it should But there is a discrepancy. FXI has been great in contacting me and returning calls, emails. They sent me a claim form and are willing to wait until March when we return from our winter vacation. They need photographs of the mattress layers, which I cannot provide until I return home. It appears that if there was a mess up, it was not Select Foam's fault. I am confident after speaking with FXI, that they are very aware of the specs of the mattress we ordered and that the weight is off by a long shot. The mattress seems very heavy to me, but I have no way to know. I have to rely on Fed Ex since they actually weighed the mattress. I am going to contact Select Foam and let them know that I've been working with FXI. Our warranty and trial period is with Select, but FXI has stepped up and wants to make it right. They believe the mattress is correct but weight tells a different story. I can only say they have been great so far, I wish I was home, but we are gone and cannot do this until we return, a full 45 days after the 90 day trial period is over. This is more of a defect issue than anything as I really like the mattress. But 106 lbs for a king mattress for the Cirrus luxe is way off. And we want what we paid for. So FXI has been responding pronto and is working with me on it.

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Issues with Select Foam 06 Jan 2016 03:44 #19

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Hi Nene1957,

Thanks for the update.

While it's good to see that FXI has been so helpful ... it seems that there is still some uncertainty about the materials in your mattress. I would also keep in mind that Fedex sometimes just uses the listed weight provided by a shipper and doesn't actually weigh the packages.

I'm looking forward to any additional updates and clarifications you have the chance to provide.

Phoenix
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Last edit: by phoenix.
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