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Filing a Complaint against Select Foam 17 Aug 2014 14:21 #1

  • chelseaalex17
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I would like to state that I am currently in the process of filing a BBB complaint against this company. Contact was initiated on May 28 regarding a purchase made March 19th of this year. It's not August 17th and my issue STILL hasn't been resolved (following a phone call with one of the owners directly that was supposed to result in a pickup last week.) I'm not sure what other legal action can be taken (if you do feel free to share) but I will pursue whatever I can.

Good mattress, HORRID customer service. Overall a waste of time and resources.

I

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Filing a Complaint against Select Foam 17 Aug 2014 15:37 #2

  • phoenix
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Hi chelseaalex17,

I'm sorry to hear that your issues still haven't been resolved and I agree with you that this is poor customer service ... especially if one of the owners agreed that your mattress would be picked up last week.

Just for the sake of other members that read this and see the context as well ... your comments are also related to your previous topic here .

I emailed a link to your post and the previous topic to Matt and hopefully they will resolve your issues quickly although even if it was taken care of in the next few days it would still have taken too long IMO unless there are other circumstances involved in your situation that I'm not aware of.

I'm not sure what other legal action can be taken (if you do feel free to share) but I will pursue whatever I can.


If your issues still aren't resolved over the course of the next few days ... then you can also make a complaint to the Attorney General's office of the State of Florida as well but hopefully they will look after you before that becomes necessary.

I've also made this topic a "sticky" topic so that others who are considering Select Foam will see it at the top of the forum list until your situation has been taken care of.

Phoenix
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Last edit: by phoenix.

Filing a Complaint against Select Foam 20 Aug 2014 16:12 #3

  • selectfoam
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STATUS: MATTRESS HAS BEEN PICKED UP FROM HER HOUSE TODAY. REFUND PENDING DELIVERY & INSPECTION

Return Authorized AFTER 90 standard day period

First of all, I will say that Chelsea was very pleasant to speak to on the phone, and seems like a great person. I don't divulge personal details, but I'll say that she's in a very noble, admirable profession which I respect. We seem to have left off on a much more positive note than you'd believe by reading this post, but there were delays, which I'll detail below.

ADMITTEDLY, there were delays on our end at Select Foam.

BUT I think it's important to note that:

1. Initially, the customer was interested in exchanging her bed for a different type of mattress. Our customer service person was new at this point, so he handled it the best he could, but ultimately he should have bumped it up to one of us to address. She ended up buying a mattress elsewhere.
2. CONFUSION OVER IDENTITY: the customer had reached out to us over the phone and on MUG. 2 seperate people were handling these areas. My attempts to get a full name and contact information on the Mattress Underground's messaging system were initially recieved with a desire to handle things electronically (which I totally understand, as many people want a paper trail when dealing with a return situation online), but since the order was past our trial period, I needed to speak to someone over the phone to assess whether an exception was warranted or not. She provided her info in July. I was also under the impression that there was a latex mattress that was purchased, due to the username of the customer, which added a bit of confusion when asking whether the "panama latex return has been handled yet", and hearing there was none.
3. 90 Day trial. As a company we need to be fairly strict about our 90 day trial period, which again led our then-new customer service person to reject this return request because of time elapsed. When I finally spoke to this customer though, it was obvious that there was serious intent to either exchange or return the bed prior to the 90 day cutoff, and that we in fact were atleast partially responsible for her going past 90 days. So of course the extension was approved on my end.
4. There were absences on Chelsea's end due to scheduling/personal conflicts, as well as my end for a business trip. So it wasn't months on end of calling us to no avail.
5. Lastly, a week ago fedex were supposed to pickup the bed, and we had several scheduling difficulties [certain dates unavailable for pickup, times that wouldn't work, etc]. The customer reached out to me over the weekend- and i was completely out of the office and away from my phone friday and saturday- so on Sunday we spoke and ultimately got her setup for A monday appointment, which then was rescheduled to Tuesday by the customer. Freight services are never as flexible as ups or fedex ground services are, but I understand that combined with the other frustrations regarding this order, she would be fed up and leave a post on here.

Where Could we have done better?
At the end of the day I believe there were too many people addressing this issue. Myltiple conversations- especially with only partial order information- are a recipe for delays.
Clarify Return Period Extension Circumstances with the team: I'm glad that I was able to further clarify to our Customer Service Rep that there are exceptions to the 90 day trial rule- and what those are- as Chelsea brought that issue to the forefront. I'm sorry that her poor experience was the impetus for that educational experience.
Do a better job setting expectations that it may take a few days for our freight company to come out and pick up the bed, as opposed to assuming it'll always be available "tomorrow".
It seems that even though the person she spoke to thought she could not return the product, there was atleast some anticipation of a final clarification or call back. I'm glad we're able to take this back if she's not happy with it, but regardless of the status, EVERY CUSTOMER NEEDS THEIR ISSUE CLOSED OUT SAME DAY.

So thanks for giving us a try in the first place Chelsea, if you have anything else to add, feel free. All the Best going forward.

Matt Byrd
Select Foam

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Filing a Complaint against Select Foam 20 Aug 2014 17:03 #4

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Hi selectfoam (Matt),

Thanks for sharing your update and for clarifying some of the additional details that were involved in all of this.

While I know that these types of issues only represent a minority of your customers ... they are also a very visible minority and I believe it's important for the members here to know the outcome and how they were resolved as well.

Once chelseaalex17 confirms that the mattress was picked up and that everything is working the way it's supposed to with the return (or in a day or two if for some reason they don't see your post and reply) ... then I'll also add a "RESOLVED" to the topic title so that it's clear that the issues that were brought up in the topic have been dealt with to everyone's satisfaction.

Phoenix
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Last edit: by phoenix.
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