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Worst Customer Service Ever; Will NOT Accept Returns or Call Back. Do NOT buy!
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In March 2015, I ordered a Cal King Featherweight mattress from SelectFoam.com. They claimed a 90 day trial and return. They do NOT honor that claim. I have been trying to get my mattress returned for about 5 months now. I have spoken to the co-founder Chris Nelson (chrisnelson@selectfoam.com), and was repeatedly told it was no problem. Now, I cannot get anyone to return my calls or e-mails for over 6 weeks. I have left many messages on their return number, with no response. I have called Chris' personal number, with no response. I finally pushed #1 for sale just to get an answer. Surprise, they answered then! I spoke to Summer who asked I e-mail her the information and she promised it would be resolved by the weekend. That was a week ago and she will not e-mail me back or respond in anyway. I think they ask for my e-mail so they can mark the e-mail as junk. Do NOT buy from this company!!! They are a complete fraud. I have even attached the e-mail correspondence here for you to see.
From: Rob Subject: Fwd: Auto Reply: order #22952 Date: November 13, 2015 at 1:20 PM To: summer@selectfoam.com Summer, thank you for taking my call and helping me with this issue. This is the lengthy email chain of my correspondence with Chris regarding return of the mattress. I have also left him numerous voicemails with no reply. Please note my order number in the subject line and the fact that Chris gave me unlimited trial due to my military deployment over the summer. My info: ******* The mattress is bagged and boxed and fully ready to be picked up. Please help me resolve this. Thank you! -Rob Begin forwarded message: From: Rob Date: November 5, 2015 at 10:45:51 PST To: questions@selectfoam.com, claims@selectfoam.com Subject: Fwd: Auto Reply: order #22952 Can someone please assist me with this return? I have been trying to reach Chris for weeks and I have not received any response. I am very frustrated with your company and complete lack of customer service. If we cannot reach a resolution, I will be filing formal complaints. Thanks, Rob Begin forwarded message: From: Chris Date: October 24, 2015 at 19:24:49 PDT To: Subject: Auto Reply: order #22952 I will be out of the office until November 1. Chris Nelson Select Luxury Beds Inc. Chrisnelson@selectfoam.com 440.666.9575 On Oct 24, 2015, at 6:57 PM, Robwrote: Chris or Elaine, Can someone please contact me regarding the return of this mattress? I have been trying to get this done for nearly a month now. Thanks, Rob Begin forwarded message: From: Rob Date: October 19, 2015 at 3:53:10 PM PDT To: Chris Nelson Subject: Re: order #22952 Chris, I have not heard back from you. The bed is bagged, boxes, and ready to go. On Sep 25, 2015, at 12:29, Chris Nelson wrote: No, we do need it in both a mattress bag (plastic) and box. You'd be surprised how easily they are damaged in transit. Are you 100% sure you'd like to return? We have many options to help get it to the satisfaction you're looking for as we're a custom mattress company. Most times a topper in the specific ILD (firmness), density, and amount (2, 3, or 4 inches) solves the issue for our customers. I hope your tour went well and welcome back stateside. Thank you for your service. Best, Chris On Jul 1, 2015, at 10:08 AM, Chris wrote: Robert, Yes, we had spoken about Wednesday but the pickup is dependent upon fedex freight services availability in the area. Unfortunately fedex needs someone present as they call ahead of time and it looks like they had an availability in the late afternoon. We will be happy to coordinate a pickup for you after you get back and we sincerely thank you for your service. Please accept this email as an indefinite extension of your free trial period. Best, Chris Nelson Select Luxury Beds Inc. Chrisnelson@selectfoam.com 440.666.9575
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