Terrible customer service and subpar quality for the price.
My experience with Select Foam, start to finish, has been awful. Many customers shopping for a Tempurpedic have considered them as a less expensive alternative. Don't. I was impressed with the Rhapsody Breeze bed offered by Tempurpedic and loved everything about it except for one thing - its price. After shopping around I found Select Foam who claimed to offer a very similar bed for a much better price. After reading site reviews and mattress-related websites, I felt confident enough to give them a try. When I was placing my order I saw that I was unable to choose the size foundation I wanted to go with the bed. I assumed they would naturally match the correct foundation size with the bed size, but I called them just to confirm. I was told that they would definitely match the sizes and that the bed would be shipped in three days. What I was not told was that the bed would come in pieces, with the foundation being sent in three days, the metal frame sent a few days later, and the mattress itself sent almost two weeks after the order had been placed. The foundation was sent in wooden pieces that you had to construct yourself. The included instruction page had been hastily copied and the image on the paper was at a large slant that looked very sloppy. Despite confirming the size over the phone, they still sent me the incorrect size. I ordered a queen size bed and was sent a king size foundation that juts out over the side by a about a foot and a half. As for the bed itself, it is far below the quality of Tempurpedic or Serta models which Select Foam has compared itself to. The memory foam barely contours to your body, and as a result the bed is far more similar to a normal midgrade spring mattress. At the price I paid the quality was simply not there, and the difference compared to the Rhapsody Breeze and even my wife's off-name memory foam bed showed this bed to be vastly inferior. With those brands, from the second you lie down there is no question you are sleeping on a memory foam bed. I would not have known the select foam bed was even memory foam if it hadn't been for the name. At this point I called the lackadaisical customer service. They picked up on the second try and refused to schedule a return until the customary 30 days had passed. I pointed out that they had sent me the wrong product and that I was absolutely certain I would not keep the bed, at which point Dwight said he would put in a request for me to see if they could resolve the issue. I asked him to CC me on this request so that I had a record of it, which he agreed to do but never actually did. When I called the next day, I was told that they would not take back the foundation or do anything to resolve it until the 30 days had passed. When I asked to speak to his manager he refused and claimed that "there is no one else to speak to." Conveniently enough, he happened to have no power to fix anything and blamed it on "the policy" but was also the only person you could contact to resolve any problems. I pointed out again that they had sent me the wrong item, a problem that should be resolved immediately, but was told no exceptions could be made. They did not even offer to send me the correct size or apologize for their mistake. If I had to describe their customer service in one word it would be "evasive." I'm not sure what I'll do with such a large foundation for a bed size I don't even own, but apparently that is my problem and not theirs. I would strongly, strongly advise any consumers to stay as far away from this company as possible. The quality is not there and the customer service is awful and entirely unhelpful. Make sure you work with a brick and mortar store who can be held accountable instead of this shoddy company. If you are concerned about the price of Tempurpedic then look into the Serta iComfort brand instead. It is a comparable price to Select Foam, has proven quality, and is from a reputable company.
JeffreyR
USA