Select Comfort / Scam
I am not one to complain but found that I am in a situation where in my opinion there are unfair business practices, lack of customer service and false advertising in place with Select Comfort. My wife and I decided to purchase a sleep number bed as we were told by many people they were the best! We found out we were pregnant and the sleep number bed would may help her sleep better during her pregnancy.
We purchased a bed in Paradise Valley Mall (Arizona)and all seemed well. We ordered, we were told that if we did not like the bed no problem! We had 30 days to exchange or return and we thought that was great! What we did not realize is that we may have initialled some fine print that stated "limited edition and specialty beds are exchange only and you only get a one time exchange in addition to a $200 charge to exchange". We were pretty confused as when we were initialing our paperwork, the sales person was speaking to us and almost seemed as if to divert our attention away from that clause and never explained that to us. Just that that we could exchange or return as advertised. We ordered a limited edition bed but unlike the other regular models, this was not in the showroom to test out. We were sold on the fact it was better then one model and just a bit less then another and if a mattress pad was added (for $300), it equaled the next model up. We slept on the bed for two weeks, spent nearly $2000 between the bed and accessories and was told after going back into the store for exchange "just callcustomer service and I am sure they will help". Well, after getting extremely frustrated with the lack of customer service and inflexibility, I asked for the CEO's e-mail and sent an e-mail to Mr. Bill McLaughlin, President and CEO of Select Comfort. What upsets me the most, is the they say you can not return a bed that is not readily available in theshowroom and there is a one time exchange with a both a $159 home delivery charge and a $199 exchange charge (total $358). After not hearing back from his office, I called and had to leave a message for one of his "CEO Assistants". After playing phone tag with two of them, one of his assistants named John and I connected. We spoke and he said he would look into thecustomer service issue but he could not do a thing for me aside from waive the $159 charge which leaves me paying $199 for any exchange. Basically, I received the same stonewall I received in customer service where he was inflexible and uncaring attitude really upset me. After asking to speak to Mr. McLaughlin, he informed me that Mr. McLaughlin does not take phone calls. In my opinion, something is wrong when a CEO of any company will not speak to a customer. He stated that maybe we should exchange for a bed that is in theshowroom . The issue I have is that the other beds are more then double the price of the bed we were sold. My opinion is that this is their version of a classic bait and switch. They bait you into buying this limited edition bed, do not allow the return like the beds in theshowroom and force the customer into purchasing a more expensive bed later on. Although this does not meet the classic definition of bait and switch as it does not happen at time of purchase, the end result seems the same to me. After researching online, there seems to be hundreds of posts on a multitude of different websites regarding their policies and procedures and it seems we are not the only ones that were misled or upset with Select Comfort business practices.
Update: I did speak to a Howard from the CEO's office today as I finished writing this review and have the same story. Lack of empathy and inflexibility. He defended their position on this matter tooth and nail without taking any of my comments into consideration. We are now stuck with a bed that is not comfortable and we do not want to put any more money in SC's pockets.
More Select Comfort Complaints & Reviews
- Select Comfort / Sleep Number Bed - This product should be taken off the market! 
- Select Comfort / Sleep Number Bed - Black mold 
- Select Comfort Sleep Number - Outrageous cost of replacement part 
- Select Comfort / Sleep Number Bed - Crap warranty 
- Sleep Number Bed - Not what you expect! 
- Select Comfort / Sleep Number Bed - poor product 
- Sleep Number Corporation - our son and our accounts got tangled together by sleep number and it has caused nothing but problems
- Select Comfort - Poor service
- Select Comfort / Sleep Number Bed - Poorly Manufactured 
- Sleep Number Beds - Select comfort garbage