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Updated by user Jul 10, 2014

I forgot to mention that when on the phone with the service rep (who was very nice), she even slipped and called the bladder an "air mattress". I busted up laughing when she said it and corrected herself!

Updated by user Jul 10, 2014

Quick Update: We are now four years into this bed, finally got over the whole ordeal (still hate the bed but for $4500, we were not getting rid of it) and now needed to use the warranty. One of the air chambers is leaking, but I have to ensure it is the bladder and not the pump.

So I go to the store where luckily they had a set of the caps so that you can unplug the hoses and cap the air chamber to see if it is leaking. As I am waiting, I see a big laminated sign in front of the register will all of the terms and conditions of the contract. Apparently, the fine print was a major point of contention and someone finally realized it.

As far as the warranty, it is a farse.

I am paying $80 to replace the chamber that is under warranty for 20 years? Although they may have made the contracting terms more clear, the warranty is not a warranty at all unless something happens to bed within the first 24 months.

After that, you are SOL and will have to pay more for each year that goes by. What ***!

Original review posted by user Jan 28, 2010

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 call customer 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 the showroom 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 the customer 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 the showroom. 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 the showroom 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.

Monetary Loss: $1300.

Location: Phoenix, Arizona

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Guest

Sounds like you are lazy and choose not to read what you sign and then think if you cry loud enough your signed acceptance of the agreement that was laid out in black and white, will be torn up. Grow up.

ArizonaJ G
reply icon Replying to comment of Guest-979378

What really amazes me is that schmucks like you make comments like that four years later. The other thing that amazes me is that after having to stop in a SN store a few weeks ago, it was stories like mine that created change.

If you do a search, SN has had bad business practices for years and hid behind small print.

Now, all policies are clearly outlined at time of check out, laid out on the counter. If you had the guts to actually show who you were and not post an anonymous comment, perhaps the public would find your input more helpful.

Guest

You sound like a real whiney ***. Your self-entitlement and lack of personal responsibility must make you a real joy to live with.

Guest
reply icon Replying to comment of Guest-854643

And you sound like a real piece of work yourself. Possibly work for SC?

Just a guy who was wronged and continues to be wronged by a *** company.

People like you never cease to amaze me. If you don't agree, don't read.

Guest

WHEN PURCHASING ANYTHING OR SIGNING A CONTRACT YOU MUST BE INFORMED, THE INFORMATION WAS PROVIDED TO YOU BUT YOU MADE THE DECISION NOT TO READ IT.

Guest

You were too lazy to read what you were signing and were then not mature enough to work within the parameters to which you agreed. Then you whined and cried and ran to "mommy" ie the internet. Grow up.

Guest
reply icon Replying to comment of Guest-714504

You know what Monkey, you are the one that needs to grow up. It is comments like this from a handle like "Monkey" that shows how much ignorance is out there.

Must have stock in SC. The bottom line is, customer service was ridiculous from start to finish and the world should know about it.

All you need to search the net and gain a better understanding of the business practices of SC.

Guest

Maybe if you would have taken the time to read what you were signing you wouldn't have had a problem. No one can bait and switch you unless you don't do your due diligence.

For those of you interested in a Sleep Number bed, I own three and have had nothing but great experiences with my local store and customer service. And I bought a Limited Edition bed too but I actually read on my copy and their copy where it says you get a 45 night exchange only.

Guest

Wow I googled to get the number of the local store in Topeak KS and saw this link. Thank God!

I was thinking of biting the bullet on one of these pieces of ***.

Man I hating getting scammed. You would think that them asking for that kind of money for a balloon they could at least be better at exchanges.

Guest

to #5

A gun is put to our head every time a company outright lies about their policies. Buyer beware only goes so far.

Are we *** for believing in ANY idea of fair business practice?

This company has been a nightmare for me. If I am *** because I believed in their reputation and verbal promises then I am very, very, very ***.

Guest

I was also taken by this bait and switch. I have had an i9 sleep number bed for years and like it fine, but when I called to get another the convinced me on the phone to buy a "limited edition" at 2,000 of the regular price.

It came and was TERRIBLE. I called to return it and they then informed me that LE beds are non-refundable. What??

I never signed anything and bought it over the phone for $3000. I will never buy a number bed again and have started a campaign against them!!

Guest
reply icon Replying to comment of Guest-398058

Why didn't you just exchange it for the bed you loved. Your comments make no sense because you had 45 days to exchange. Oh you just happen to leave out that part.

Bill Vda

Well coady1june, look on the bright side of things, At least your Sleep Number lasted more than a couple years like all the other inner-spring coil beds last before they begin to sag.

What's your reason for replacing a 2 inch thick vulcanized-rubber air-bag more than once anyways?

How much do you weight?

Those things are virtually impenetrable. Sounds to me like a whinny customer that has nothing better to do than to call customer service and harass them because you ain't got nothing better to do.

Guest

We bought a Select Comfort bed several years ago. With the money we spent, we could have had a real bed.

At first, customer service was great, though. Every time we called with a complaint, they were quick to fix things. Then after about five years and three returns to fix defects, the customer service stopped. :cry We have worked diligently for the past six years to stop everyone we know from wasting their time and money on this bed.

We know many many people in many different states and none of them have been happy with their purchase. We did listen to the promises. We did read the agreement. Select Comfort told us we had a 20 year limited warranty and less than halfway into it, they won't return our phone calls.

Some of the CSRs have been rude and nasty. We've complied with their instructions when we've called to get help in the past 2 years and no one ever bothers to return a call. Every time I see their commercials on tv I would like to find enough people to start a class action lawsuit. The quality of the bed deterioates so fast and then no one will listen when we ask them to honor the warranty.

We were never told they would only replace defective foundations, air bags, or other parts 3 or 4 times.

We thought we were at least entitled to replacement parts until the 20 year warranty was up. What a joke!

Guest

I purchased the top of the line Select Comfort Bed two weeks ago. We paid $8,500 for it with the understanding that the bed was returnable, for 30 days, no questions asked, whereas the sheets were only exchangeable, because used sheets couldn't be re-sold. Fair enough. My pregnant wife and I were very excited to receive this until it was delivered. We should have smelled a rat when the split frame adjustable bed we'd just paid $8,500 didn't come with a part to secure the two frames together. They wanted an additional $75 for that on delivery, well the beds were not secured, nor were they installed properly and both listed to the outside. Literally they are pieces of junk that I wouldn't use if they were free.

Annoyed, but unworried we called customer service to arrange the return and were stunned to find out that the $2,900 adjustable bases, the ones that are not fixed together and that only work with their bed were un-returnable. Unlike the sheets this was never mentioned by the very bright, nice salesman. It was indeed, however buried in the fine print.

Plainly and simply this is not an honest company. They are scammers and should be put out of business. I STRONGLY RECOMMEND YOU DO NOT DO BUSINESS WITH THIS COMPANY.

Whatever fine print reading company *** reponds to this post don't believe them for a minute, or the next person they rip off will be you.

We have the means and the will to sue these folks and we will. We deal honestly with people and only expect the same in return.

Guest

Jeff,

I did my research after being in two auto accidents and my doctor recommended one of the Sleep Numbers to help me sleep better.

No, I do not work for them and no I don't own their stocks... I'm just a satisfied customer and extremely happy with the overall support it provides me. I stumbled upon this article as I was reading about their newer products to buy one for my son who is graduating.

Anyways, the salesman didn't put a gun to your head and tell you to purchase. As I was saying before, put the P10 or whatever on Ebay and look for an alternative.

Based on the fact that all the models seem to be the same, (just with different pillow-tops on top), my money is bet on

that it's all in your head and maybe you experienced some buyers remorse... Like the time I bought my Volkswagen.

Guest

Nick M,

Ignorance is when people like you respond without knowing all the facts. The bed that was purchased was NOT the lowest model; it was between two models and unfortunately not on the floor. We undoubtedly fell for the sales persons pitch and after it was all said and done (after weeks of fighting with the company), we either purchased the top of the line model to play it safe, or lose our money by throwing out the bed. We purchased the top of the line P10 (to the tune of approx. $4000). Frankly, we have been sleeping on it for over a year and it is *** as well. Both my wife’s back and mine have not been the same since switching to Select Comfort (and yes Nick, we are sleeping with the correct number). We will be switching back to a regular mattress in the next few months.

We as consumers fall for the sales pitch and find out later things are not as easy as the sales person makes it seem. No disrespect, but get off your high horse as I tend to believe you are either employed or have stock in the company. Basically all I see coming from you is that we should support the economy by importing products whether the product in inferior or not.

Guest

:zzz

You guys have me rolling! Sleep Number offers the best in customer service, customer satisfaction and quality products.

All of the products made by Sleep Number are being manufactured out of the U.S.. Which means they help out the American economy + help you sleep better.

It's the ignorant ones who buy the most inexpensive product, don't read the print (or don't ask questions) and make a huge stink about it in the public. ( The same people who complain at restaurants even though their meal was good.)

Not happy with your Sleep Number bed? Sell the thing on Ebay and go back to the old coil design that made you wonder into a Sleep Number store in the first place.

Guest

What a bunch of *** All is see is SC people on here harping "read the agreement read this read that" Yeah people should read what they sign but your company should produce a quality product and provide some semblance of customer service if you want repeat business. as for the "massive studies" Get freaking real bed boy.

They were all paid for by SC.

I own one of your POS beds and will never buy anything from SC again. Tempur pedic has better ratings than you wish i had bought one like my in laws did

Rosalie B Rwh

I love my sc bed but I purchased my own mattress cover, a nice thick foam for about $100.

Also was told that I would get a $50 gift certificate if I recommended the bed to a buyer. It took lots of checking and not giving up to get that $50, but I did finally get it a year or so later!

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