Select Comfort - Sleep Number Bed Complaint - Terrible Product - Terrible Customer Service - Terrible Warranty

Review by gcc9756 on 2010-02-19
I purchased this bed for about $3, 000 two years ago and already, the foam topper that sits above the air chamber has a large (approx. 10 inch long) hole in it and several smaller holes all over it. Also, the foam piece that sits between the two air chambers is compressed and so the middle of the bed has a sunken spot, which is very uncomforable. In addition, the display on the remote has already gone bad. First I went to the retail store to show them the pictures I took of the holes and brought the remote for replacement and they could not help me...they referred me to the 1800#. When I called, they would only cover a portion of the cost to replace these defective parts. I waited 7 weeks and the parts never showed up. When I finally called, they told me the order never processed and they had no reason why. They would not do anything to make up for this error, I asked if they could expedite the shipping, maybe 2-day FedEx and they said NO, they only use UPS Ground. I then asked if they could remove the $8.95 shipping cost from my bill, since in 7 weeks they never shipped it and they said NO. This is a terrible product with terrible customer service. When you open the bed and see the cheap parts (e. g., thin airy foam topper over vinyl air mattresses), it's clearly not worth the money. I do have pictures on my cell phone for proof if you need them. But I'm not sure what if anything can be done to help the situation. I just hope this spreads the word to others NOT to buy from this company.
Company Response on 03/10/2010:
Hi! I work for Select Comfort in customer service and want to apologize for your recent experience. At Select Comfort we strive to provide a world-class customer experience and while it’s clear that we fell short previously, I hope you’ll give us another chance.

The torn and compressed foam in your bed is an uncommon occurrence, but we’ve recently expanded the foam coverage in our warranty and should be able to resolve these issues. As for the issue with your order sitting on hold, I can’t speak to your specific case unless I’m looking at your file. Please give us a call at 1-800-472-7185 so we can pull up your file and address these concerns.

Best regards,

Jim Freund

Select Comfort Customer Service

I’m a 40!
Comments:1 Replies - Latest reply on 2010-07-21
Posted by Nimster on 2010-07-21:
Your air chamber supports are made of vinyl? My moms Sleep Number bed which is almost 4 years old has a cotton stretching over a heavy duty, high grade rubber... We did a lot of shopping together because we knew we wanted to get adjustable air support and we tried another brand that was vinyl, which we decided after much research, was not nearly as durable. She's never had any type problem with the mattress itself and she raves about it to anyone that'll bring up the topic! We did have questions about the number fluctuations, but after visiting our local store they explained everything...

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