[X]
Write ReviewJump to 
3
Helpful
Votes
Votes
Select Comfort Complaint - Select Comfort unfair and misleading business practices. - Sleep Number Bed
Sleep Number Bed - Complaint
MINNEAPOLIS, MINNESOTA -- 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.
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.
Comments:
Posted by zzrokk on 2010-01-27:
"WE" were pregnant?
Posted by Skye on 2010-01-27:
You know, my husband and I have been together 10 years, married 7, and have gone through 4 beds, yes 4 beds. It's almost impossible to find a good bed, without at least trying it out for at least 3 months, and you really can't do that.
Our next bed is going to be the sleep number bed, if that bed doesn't work out, I guess the floor is next, lol.
Our next bed is going to be the sleep number bed, if that bed doesn't work out, I guess the floor is next, lol.
Posted by goduke on 2010-01-27:
Oh...Skye...we are going to have so much fun with that comment for the next few hours.
I actually bought a bob-o-pedic about a year ago, and I love it. The dogs love it even more. Got the firm version.
I actually bought a bob-o-pedic about a year ago, and I love it. The dogs love it even more. Got the firm version.
Posted by Skye on 2010-01-27:
I aim to please!
I'm going to google bob-o-pedic right now.
I'm going to google bob-o-pedic right now.
Posted by Skye on 2010-01-27:
OMG it really exisits, I thought you were just joking. Hey if its good bed, thats what counts. We've spend a fortune on beds, like the bed we have now, we loved it at first, you know, the no flip, pillow top and now I'm telling ya, its killing us.
Posted by goduke on 2010-01-27:
Got the firm king for about $2200. It was a bit steep, but it's held up very well, and I can't detect any issues of it losing it's elasticity (or whatever you call it). I've been please. We'll see how I feel in 7 years, I suppose....
Posted by goduke on 2010-01-27:
As for the original complaint, it just amazes me that folks will drop 2K and not even pay attention to what they are signing.
Posted by ArizonaJ on 2010-01-28:
GoDuke, the reason for the post was not to point out the fact we initialed something without reading (I humbly thank you for pointing that out). It is to educate others not to make the same mistake as well as expose the lack of customer service and in my opinion, basic bait and switch type mentality that exists at SC. Not to mention, it does not say anywhere that the cost to switch a bed out will be $358.00. If you read the SC posts from different customers across the web, they are pretty horrible.
Posted by PepperElf on 2010-01-28:
zz - well the "we were pregnant" wasn't a bad statement.
That's actually the RIGHT attitude to have because it means the husband's mindset is that he's fully involved in the pregnancy.
I hope the couple is able to find a bed that suits them and provides comfort while they're expecting.
That's actually the RIGHT attitude to have because it means the husband's mindset is that he's fully involved in the pregnancy.
I hope the couple is able to find a bed that suits them and provides comfort while they're expecting.
Note: All comments are reviewed by a moderator before being published. Please be sure to read our guidelines before commenting.
Company Reps: Post your company response!
